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- catalog abstract ""The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more ..." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--Jacket.".
- catalog contributor b4169964.
- catalog created "c1992.".
- catalog date "1992".
- catalog date "c1992.".
- catalog dateCopyrighted "c1992.".
- catalog description ""The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more ..." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--Jacket.".
- catalog description "1. Introduction -- 2. Determining Customer Requirements -- 3. Assessing Your Customers' Perceptions and Attitudes: Issues of Reliability and Validity -- 4. Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection -- 5. Using Customer Satisfaction Questionnaires -- Appendix A: Critical Incidents Interview Forms -- Appendix B: Satisfaction Items and Customer Requirement Forms -- Appendix C: Measurement Scales -- Appendix D: Frequencies, Percentages, Probabilities, Histograms, and Distributions -- Appendix E: Descriptive Statistics -- Appendix F: Statistics, Parameters, and Sampling Distributions -- Appendix G: Decision Making and Hypothesis Testing -- Appendix H: T-Tests -- Appendix I: Analysis of Variance -- Appendix J: Regression Analysis -- Appendix K: Factor Analysis.".
- catalog description "Includes bibliographical references (p. 157-159) and index.".
- catalog extent "xiii, 165 p. :".
- catalog hasFormat "Measuring customer satisfaction.".
- catalog identifier "0873891317 (recycled paper)".
- catalog isFormatOf "Measuring customer satisfaction.".
- catalog issued "1992".
- catalog issued "c1992.".
- catalog language "eng".
- catalog publisher "Milwaukee, Wis. : ASQC Quality Press,".
- catalog relation "Measuring customer satisfaction.".
- catalog subject "658.8/12 20".
- catalog subject "Consumer satisfaction.".
- catalog subject "HF5415.5 .H385 1991".
- catalog subject "Questionnaires.".
- catalog tableOfContents "1. Introduction -- 2. Determining Customer Requirements -- 3. Assessing Your Customers' Perceptions and Attitudes: Issues of Reliability and Validity -- 4. Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection -- 5. Using Customer Satisfaction Questionnaires -- Appendix A: Critical Incidents Interview Forms -- Appendix B: Satisfaction Items and Customer Requirement Forms -- Appendix C: Measurement Scales -- Appendix D: Frequencies, Percentages, Probabilities, Histograms, and Distributions -- Appendix E: Descriptive Statistics -- Appendix F: Statistics, Parameters, and Sampling Distributions -- Appendix G: Decision Making and Hypothesis Testing -- Appendix H: T-Tests -- Appendix I: Analysis of Variance -- Appendix J: Regression Analysis -- Appendix K: Factor Analysis.".
- catalog title "Measuring customer satisfaction : development and use of questionnaires / Bob E. Hayes.".
- catalog type "text".