Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods
ASQ Quality Press, 1 ene. 2008 - 287 páginas
"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."--BOOK JACKET.
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advocacy loyalty Alltel ANOVA Appendix approach assess average Barista business attribute calculate center line chapter conducted confidence interval control chart correlation critical incidents critical incidents technique customer loyalty customer requirement categories customer satisfaction questionnaire customer survey data set Descriptive statistics determine example factor analysis factor pattern matrix formula frequency groups growth identify important included increase indicate level of satisfaction Loyalty Index loyalty management loyalty questions method negative responses Net Promoter Score null hypothesis observed scores overall customer satisfaction overall satisfaction patient satisfaction questionnaire percent physician quality predicting purchasing loyalty quality dimensions randomly select reflect regression analysis reliability estimate represents response format response rates sample size sampling error satisfaction items satisfaction level satisfaction score satisfied scale service or product service quality specific staff standard deviation statement subscale survey team teller tolerable error true scores variables variance Web-based surveys wireless service provider
Página 1 - He further distinguishes between two types of quality: quality of design and quality of conformance. Quality of design reflects the extent to which a product or service possesses an intended feature.
Página 5 - How are complaints aggregated and analyzed for use in improvement throughout your organization and by your partners? 4. How do you keep your approaches to building relationships and providing customer access current with business needs and directions? B. Customer Satisfaction Determination 1. How do you determine customer satisfaction, dissatisfaction, and loyalty? How do these determination methods differ among customer groups? How do you ensure that your measurements capture actionable information...
Página 6 - Summarize your organization's key financial and marketplace performance results by customer or market segments, as appropriate. Include appropriate comparative data. Provide data and information to answer the following questions: a.
Página 4 - Within your response, include answers to the following questions: a. Customer Relationship Building (1) How do you build relationships to acquire customers, to meet and exceed their expectations, to increase loyalty and repeat business, and to gain positive referrals? (2) What are your key access mechanisms for customers to seek information, conduct business, and make complaints?
Página 3 - Public responsibility and citizenship 40 2 Strategic planning 85 2.1 Strategy development 40 2.2 Strategy deployment 45 3 Customer and market focus 85 3.1 Customer and market knowledge 40 3.2 Customer satisfaction...
Página 5 - How do you use customer satisfaction and dissatisfaction information for improvement? 2. How do you follow up with customers on the quality of products, services, and transactions to receive prompt and actionable feedback? 3. How do you obtain and use information on your customers' satisfaction relative to their satisfaction with your competitors?