Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods

Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods /

"The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnai...

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Bibliographic Details
Main Author: Hayes, Bob E., 1963- (Author)
Format: Electronic eBook
Language:English
Published: Milwaukee, Wisconsin : ASQ Quality Press, 2008.
Edition:Third edition.
Subjects:
Consumer satisfaction > Statistical methods.
Questionnaires.
Surveys and Questionnaires.
Online Access: Full text (Emmanuel users only)
Table of Contents:
  • Introduction : Model of customer satisfaction questionnaire ; Development and use
  • Determining customer requirements : Quality dimension development ; Critical incident approach ; Generating critical incidents ; Quality of the categorization process ; Comprehensiveness of the customer requirements ; Banking industry ; Automobile industry ; Statistical support
  • Reliability and validity : The meaning of customer perception and attitude ; Reliability ; Sources of error and reliability estimates ; Types of error and reliability estimates ; Benefits of scales with high reliability ; Factors affecting reliability ; The need for multiple items in measurement ; Validity
  • Customer satisfaction questionnaire construction: item generation, response format, and item selection : Determining questions or items ; Characteristics of good items ; Response formats ; Introductions to customer satisfaction questionnaires ; Item selection ; Summary of item selection ; Web-based customer surveys ; Customer loyalty measurement ; Measurement of customer loyalty ; Customer surveys and customer loyalty
  • Sampling methods : Statistical sampling ; Types of sampling ; Sample size and sampling error ; Random selection procedures ; Response rates
  • Customer loyalty 2.0: beyond the ultimate question : NPS methodology ; NPS claims ; Measurement and meaning of customer loyalty
  • Using customer satisfaction questionnaires : Examples of customer satisfaction questionnaires ; Uses of customer satisfaction questionnaires ; Summary indices ; Identify important customer requirements ; Control charts ; Control charts for attribute data ; Control charts for variable data ; Organizational comparisons ; Determine effectiveness of intervention programs ; Additional questions ; Customer loyalty management ; Loyalty driver analysis ; Summary of micro vs. macro approach ; Making improvements and root cause analysis
  • Examples of customer satisfaction questionnaires : Dental patient satisfaction ; Reader survey ; Coffee shop
  • [Appendices] : a. Critical incidents interview forms
  • B. Satisfaction items and customer requirement forms
  • C. Measurement scales
  • D. Frequencies, percentages, probabilities, histograms, and distributions
  • E. Descriptive statistics
  • F. Statistics, parameters, and sampling distributions
  • G. Decision making and hypothesis testing
  • H. T-tests
  • I. Analysis of variance
  • J. Regression analysis
  • K. Factor analysis
  • L. Table of random numbers.

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