Measuring customer satisfaction: survey design, use, and statistical analysis methods
Saved in:
| New Title: | Measuring customer satisfaction and loyalty |
|---|---|
| Main Author: | |
| Format: | Book |
| Language: | English |
| Published: |
Milwaukee, Wis.
ASQ Quality Press
1998
|
| Edition: | 2. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVIII, 278 S. graph. Darst. |
| ISBN: | 087389362X |
Staff View
MARC
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| 650 | 4 | |a Consommateurs - Satisfaction - Méthodes statistiques | |
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Record in the Search Index
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|---|---|
| adam_text | Contents
Preface xiii
1 Introduction 1
Model of Customer Satisfaction Questionnaire
Development and Use 6
2 Determining Customer Requirements 9
Quality Dimension Development 10
Identification of Quality Dimensions 10
Establishing Specific Examples of Quality Dimensions 12
Software Industry 14
Summary 14
Critical Incident Approach 16
Critical Incidents 16
Generating Critical Incidents 18
Interview 18
Categorization of Critical Incidents 19
Quality of the Categorization Process 22
Interjudge Agreement 22
Comprehensiveness of the Customer Requirements 23
Banking Industry 24
Automobile Industry 26
Statistical Support 28
Chapter Summary 30
vii
!
viii Measuring Customer Satisfaction
y( 3 Reliability and Validity 33
The Meaning of Customer Perception and Attitude 33
Reliability 35
Classical Measurement Theory 36
Standard Error of Measurement 40
Sources of Error and Reliability Estimates 42
Measures of Stability and Test Retest Reliability 44
Measures of Equivalence and Parallel Forms Reliability 46
Internal Consistency 47
Split Half Reliability Estimate 48
Cronbach s Alpha Estimate 49
Types of Error and Reliability Estimates 50
Benefits of Scales with High Reliability 51
Detection of Differences in Satisfaction Levels 51
Detection of Significant Relationships Between Variables 52
Factors Affecting Reliability 54
Number of Items in the Scale 54
Sample of People 54
The Need for Multiple Items in Measurement 55
Summary 56
Validity 57
Content Related Strategy 57
Criterion Related Strategy 58
Construct Related Strategy 59
Summary 60
Chapter Summary 60
4 Customer Satisfaction Questionnaire Construction: Item
Generation, Response Format, and Item Selection 61
Determining Questions or Items 61
Satisfaction items revisited 63
Characteristics of Good Items 65
Response Formats 67
Checklist Format 67
Likert Type Format 68
Advantage of Likert Type Format 70
Introductions to Customer Satisfaction Questionnaires 72
Contents ix
Item Selection 74
Judgmental Item Selection 74
Mathematical Item Selection 75
Item Total Correlations 76
Group Differences 78
Factor Analysis 78
Chapter Summary 79
5 Sampling Methods 83
Statistical Sampling 83
Types of Sampling: Census, Judgment, and Statistical 84
Census Sampling 85
Judgmental Sampling 85
Statistical Sampling 86
Simple Random Sampling 88
Stratified Sampling 88
Cluster Sampling 90
Summary 91
Sample Size and Sampling Error 93
Sampling Error 93
Standard Error of the Mean 94
Calculating Sample Size 96
Summary 98
Random Selection Procedures 99
Systematic Selection with a Random Start 99
Random Number Sampling 100
Summary 101
Response Rates 101
Establishing Response Rates 103
Methods of Increasing Response Rates of Mail Surveys 104
Summary 105
6 Using Customer Satisfaction Questionnaires 107
Examples of Customer Satisfaction Questionnaires 107
Software Quality 108
Facilities Department 110
Banking Industry 112
I
X Measuring Customer Satisfaction
Automobile Industry 114
Statistical Support Department 116
Uses of Customer Satisfaction Questionnaires 116
Summary Indices 118
Presentation of Data 119
Summary 122
Identify Important Customer Requirements 122
Summary 124
Control Charts 124
Interpretation of the Control Chart 126
Types of Data 126
Control Charts for Attribute Data 127
The p Chart 127
Example of the p Chart 127
ThecChart 130
Example of the c Chart 130
Summary 134
Control Charts for Variable Data 134
The x and s Control Charts 134
Example of x and s Charts 136
Organizational Comparisons 139
Determine Effectiveness of Intervention Programs 140
Training Programs 140
Benchmarking 140
Additional Questions 141
Chapter Summary 141
7 Examples of Customer Satisfaction Questionnaires 143
Dental Patient Satisfaction 143
Questionnaire Development 144
Sampling Plan 146
Survey Administration 150
Survey Results 150
Factor Analysis of the Client Satisfaction Survey 152
Correlational Analysis 154
Regression Analysis 155
Summary 158
Contents xi
Reader Survey 159
Questionnaire Development 159
Administration of the Survey 159
Results 159
Overall Newspaper Satisfaction Score 162
Summary 164
Coffee Shop 165
Questionnaire Development 165
Administration of the Survey 169
Results 169
Summary 174
Conclusions 174
Introduction to Appendices 177
Appendix A: Critical Incidents Interview Forms 179
Appendix B: Satisfaction Items and Customer Requirement
Forms 181
Appendix C: Measurement Scales 183
Appendix D: Frequencies, Percentages, Probabilities,
Histograms, and Distributions 189
Appendix E: Descriptive Statistics 199
Appendix F: Statistics, Parameters, and Sampling
Distributions 207
Appendix G: Decision Making and Hypothesis Testing 213
Appendix H: T Tests 221
Appendix I: Analysis of Variance 229
Appendix J: Regression Analysis 239
Appendix K: Factor Analysis 251
Appendix L: Table of Random Numbers 259
Bibliography 261
Index 267
|
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| id | DE-604.BV012269943 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T18:24:38Z |
| institution | BVB |
| isbn | 087389362X |
| language | English |
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| spelling | Hayes, Bob E. Verfasser aut Measuring customer satisfaction survey design, use, and statistical analysis methods Bob E. Hayes 2. ed. Milwaukee, Wis. ASQ Quality Press 1998 XVIII, 278 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Consommateurs - Satisfaction - Méthodes statistiques Consommateurs - Satisfaction - Méthodes statistiques ram Questionnaires Questionnaires ram Consumer satisfaction Statistical methods Messung (DE-588)4038852-9 gnd rswk-swf Umfrage (DE-588)4005227-8 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s Messung (DE-588)4038852-9 s DE-604 Umfrage (DE-588)4005227-8 s 3. Aufl. u.d.T. Measuring customer satisfaction and loyalty HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008315957&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hayes, Bob E. Measuring customer satisfaction survey design, use, and statistical analysis methods Consommateurs - Satisfaction - Méthodes statistiques Consommateurs - Satisfaction - Méthodes statistiques ram Questionnaires Questionnaires ram Consumer satisfaction Statistical methods Messung (DE-588)4038852-9 gnd Umfrage (DE-588)4005227-8 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4038852-9 (DE-588)4005227-8 (DE-588)4129147-5 |
| title | Measuring customer satisfaction survey design, use, and statistical analysis methods |
| title_auth | Measuring customer satisfaction survey design, use, and statistical analysis methods |
| title_exact_search | Measuring customer satisfaction survey design, use, and statistical analysis methods |
| title_full | Measuring customer satisfaction survey design, use, and statistical analysis methods Bob E. Hayes |
| title_fullStr | Measuring customer satisfaction survey design, use, and statistical analysis methods Bob E. Hayes |
| title_full_unstemmed | Measuring customer satisfaction survey design, use, and statistical analysis methods Bob E. Hayes |
| title_new | Measuring customer satisfaction and loyalty |
| title_short | Measuring customer satisfaction |
| title_sort | measuring customer satisfaction survey design use and statistical analysis methods |
| title_sub | survey design, use, and statistical analysis methods |
| topic | Consommateurs - Satisfaction - Méthodes statistiques Consommateurs - Satisfaction - Méthodes statistiques ram Questionnaires Questionnaires ram Consumer satisfaction Statistical methods Messung (DE-588)4038852-9 gnd Umfrage (DE-588)4005227-8 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Consommateurs - Satisfaction - Méthodes statistiques Questionnaires Consumer satisfaction Statistical methods Messung Umfrage Verbraucherzufriedenheit |
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