Bob E. Hayes Bücher

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 aspec

Now in its second edition, this best seller provides comprehensive guidance on constructing, evaluating, and utilizing questionnaires. The updated edition introduces a chapter on sampling methods and determining sample sizes for reliable outcomes. The reliability and validity chapter has been expanded to include various forms of reliability. Additionally, a new chapter showcases real customer satisfaction measures and their applications. Key topics covered include guidelines for questionnaire development, scale creation, quality concepts, frequencies, sampling errors, and methods for identifying critical service or product characteristics as perceived by customers. The author employs a systematic approach to illustrate the scientific methodology behind questionnaire construction, allowing readers to focus on essential topics through a clear and concise format. Both qualitative and quantitative aspects of questionnaire design and evaluation are explored, with important scientific principles explained in accessible language. This resource is particularly valuable for those preparing for the Certified Quality Manager's exam, featuring 12 appendices and over 80 illustrations to enhance understanding.