Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes


Ebook Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes

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Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes

Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes

Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes

Ebook Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes

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Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes

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.

  • Sales Rank: #614720 in Books
  • Published on: 2008-07-18
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.25″ h x 6.25″ w x 1.00″ l, 1.30 pounds
  • Binding: Hardcover
  • 312 pages

Most helpful customer reviews

6 of 6 people found the following review helpful.
Magnificient
By Pedro Lopez Eiroa
IF you want to design and use any kind of satisfaction and loyalty surveys , this is the BEST support on the market. Helps in determining customer requirements , reliability and validity of data and sampling methods.
NOT only useful for survey’s design , but also for the use and analysis of the information . Lots of examples. Excellent book.

3 of 3 people found the following review helpful.
This book is a comprehensive study in how to design and use customer satisfaction and loyalty surveys
By Michael Ruckman
This book is a comprehensive study in how to design and use customer satisfaction and loyalty surveys, with in-depth examples for determining customer requirements, reliability and validity of data and different sampling methods. It contains useful appendices with critical incidents interview forms, satisfaction items and customer requirement forms, measurement scales, statistics, parameters and sampling distributions. It is useful for both the design of surveys and use of the information for delivering customer satisfaction improvements. This book will be of interested to any market research professional as well as managers seeking to understand customers satisfaction measurement techniques.

2 of 2 people found the following review helpful.
Measuring 2 aspects of customer service
By Ramona Wright
Hayes has produced several works regarding customer service, and this book is another example. The book is full of information in each chapter pertaining to focusing on the customer’s needs, but the author also incorporates how to measure and balance each aspect based on the product or service provided by an organization. The book is structured well with a few illustrations, charts, and graphs used in quality assurance and engineering. This is a good reference book or a good syllabus selection for any quality assurance courses.

See all 10 customer reviews…

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Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes PDF
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