Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods / Bob E. Hayes
By: Hayes, Bob E
.
Publisher: Milwaukee : ASQ Quality Press, 2008Edition: 3rd ed.Description: xxiii, 287 p. : ill. ; 24 cm.ISBN: 9780873897433 (hbk.); 0873897439 (hbk.).Subject(s): Consumer satisfaction -- Statistical methods | QuestionnairesDDC classification: 658.812
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.
| Item type | Current location | Call number | Copy number | Status | Notes | Date due | Barcode | Remark |
|---|---|---|---|---|---|---|---|---|
| Main Collection | TC External Storage | 658.812 HAY (Browse shelf) | 1 | Available | GENxx,GENxx,02,GR | 5000093921 | Please fill up online form at https://taylorslibrary.taylors.edu.my/services/external_storage1 |
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| 658.812 DON 25 management lessons from the customer's side of the counter / | 658.812 FOS 101 ways to boost customer satisfaction / | 658.812 GEE Super service : | 658.812 HAY Measuring customer satisfaction and loyalty : | 658.812 LUC 2009 Customer service : | 658.812 MAR Managing quality customer service / | 658.812 MAR Quality customer service for front line staff / |
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.