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

Hayes, Bob E., 1963-
2008
658.812 H417m 2008
Available at 2nd (Main) Floor
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Title
Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods / Bob E. Hayes.
Author
Hayes, Bob E., 1963-
Edition
3rd ed.
ISBN
9780873897433
0873897439
Imprint
Milwaukee, Wis. : ASQ Quality Press, 2008.
Language
English
Description
xxiii, 287 p. : ill. ; 24 cm.
Call Number
658.812 H417m 2008
System Control No.
(OCoLC)227573879
(OCoLC)227573879
Bibliography, etc. Note
Includes bibliographical references (p. 275-280) and index.
Formatted Contents Note
Introduction
Determining customer requirements
Reliability and validity
Customer satisfaction questionnaire construction: item generation, response format, and item selection
Sampling methods
Customer loyalty 2.0: beyond the ultimate question
Using customer satisfaction questionnaires
Examples of customer satisfaction questionnaires.
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