Measuring customer satisfaction
Subtitle: development and use of  questionnaires
By: Bob E. Hayes.
Publisher: ASQC Quality Press
Published: 1992
Place of publication: Milwaukee, Wis
Language: eng
Number of pages: 165
Subjects: Consumer satisfaction.; Questionnaires.
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.
Notes: Includes bibliographical references (p. 157-159) and index.