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Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods / Bob E. Hayes

By: Publication details: Milwaukee : ASQ Quality Press, 2008.Edition: 3rd edDescription: xxiii, 287 p. : ill. ; 24 cmISBN:
  • 9780873897433 (hbk.)
  • 0873897439 (hbk.)
Subject(s): DDC classification:
  • 658.812 HAY
Contents:
1. Introduction. - 2. Determining customer requirements. - 3. Reliability and validity. - 4. Customer satisfaction questionnaire construction: item generation, response format, and item selection. - 5. Sampling methods. - 6. Customer loyalty 2.0: beyond the ultimate question. - 7. Using customer satisfaction questionnaires. - 8. Examples of customer satisfaction questionnaires.
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Includes bibliographical references (p. 275-280) and index.

1. Introduction. - 2. Determining customer requirements. - 3. Reliability and validity. - 4. Customer satisfaction questionnaire construction: item generation, response format, and item selection. - 5. Sampling methods. - 6. Customer loyalty 2.0: beyond the ultimate question. - 7. Using customer satisfaction questionnaires. - 8. Examples of customer satisfaction questionnaires.