Measuring Customer Satisfaction: Development and Use of Questionnaires

Bob E. Hayes

ISBN 10: 0873891317 ISBN 13: 9780873891318

Published by Irwin Professional Pub January 1992, 1992

Language: English

Condition: Used - Very good Soft cover

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Bibliographic Details

Title

Measuring Customer Satisfaction: Development and Use of Questionnaires

Publisher

Irwin Professional Pub January 1992

Publication Date

1992

Language

English

ISBN 10

0873891317

ISBN 13

9780873891318

Binding

Trade Paperback

Condition

Very Good

Seller catalogs

Business Soft Cover

About this title

Synopsis

The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires.
By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . .
The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires.

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