Measuring Customer Satisfaction and Loyalty, Third Edition: 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 questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--Jacket. � Read more... Abstract: "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 questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--Jacket Content: 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.

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.

included Are Two Different Methods Of Sampling And Determining An Appropriate Sample Size For Reliable Results; The Reliability And Validity Of Results; Real Examples Of Customer Satisfaction Measures And How They Can Be Used; Guidelines For Developing Questionnaires; Scale Development; The Concept Of Quality; Frequencies; Sampling Error; Two Methods Of Determining Important Service Or Product Characteristics As Perceived By The Customer; Discussion On The Measurement And Meaning Of Customer Loyalty, And Methods For Loyalty-based Management.

readers Will Gain A Sound Grasp Of The Scientific Methodology Used To Construct And Use Questionnaires Utilizing The Author's Systematic Approach. They Will Be Able To Pinpoint And Focus On The Most Relevant Topics, And Study Both The Qualitative And Quantitative Aspects Of Questionnaire Design And Evaluation. These And Many More Important Scientific Principles Are Presented In Simple, Understandable Terms.

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. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. -Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms. Las empresas manufactureras usan mediciones objetivas para asegurarse de la calidad de sus productos, pero, si usted dirige una empresa de servicios, ¿cómo podría controlar la calidad? Según Bob E. Hayes, consultor en el diseño de encuestas, debe usar el mismo tipo de análisis estadístico riguroso que un fabricante adoptaría, pero aplicar métodos diferentes para diseñar y presentar sus cuestionarios sobre la satisfacción del cliente. En este manual, la tercera edición de su libro, Hayes le muestra cómo hacerlo: le presenta un examen detallado del diseño de encuestas y del análisis estadístico, con recordatorios sobre todo lo que haya olvidado de sus clases de estadística. Los ejemplos de análisis matemático y encuestas constituyen los primeros dos tercios del volumen y los apéndices de apoyo comprenden el resto. No es una lectura fácil, pero getAbstract la recomienda como una útil referencia a quienes apliquen encuestas sobre la satisfacción del cliente, en especial en las empresas de servicios