Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition [Hardcover]

Bob E. Hayes (Author)

Book Description

ISBN-10: 087389362X | ISBN-13: 978-0873893626 | Publication Date: November 1, 1997 | Edition: 2 Sub

Now in its second edition, this best seller presents detailed information about how to construct, evaluate, and use questionnaires. New to this second edition is a chapter that includes two different methods of sampling and determining an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to cover more information about other forms of reliability. Also added is a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used. Other topics include guidelines for developing questionnaires, scale development, the concept of quality, frequencies, sampling error, and two methods of determining important service or product characteristics as perceived by the customer. Benefits: Understand the scientific methodology used to construct questionnaires utilizing the author's systematic approach. Pinpoint and focus on the most relevant topics using the author's concise format of the concepts relating to measuring customer satisfaction. Study both the qualitative and quantitative aspects of questionnaire design and evaluation. Important scientific principles are presented in simple, understandable terms. A great resource for the Certified Quality Manager's exam! Contents: Introduction Determining Customer Requirements Reliability and Validity Customer Satisfaction Questionnaire Construction Sampling Methods Using Customer Satisfaction Questionnaires Examples of Customer Satisfaction Questionnaires Contains 12 appendices and more than 80 illustrations

Product Details

• Hardcover: 285 pages
• Publisher: ASQ Quality Press; 2 Sub edition (November 1, 1997)
• Language: English
• ISBN-10: 087389362X
• ISBN-13: 978-0873893626
• Product Dimensions: 9.1 x 6.5 x 0.9 inches
• Shipping Weight: 1.4 pounds
• Average Customer Review: 3.7 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #328,152 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

21 of 23 people found the following review helpful:

4.0 out of 5 stars Highly readable text, coherent examples and critical ideas, April 4, 1999

By A Customer

This review is from: Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition (Hardcover)

Mr. Hayes presents several good ideas in this very readable text. Although this book is most useful now in Age of the Malcolm Balderidge Award, I offer Kudos to Mr. Hayes on his lack of faddish management lingo.

The author introduces the idea of customer surveys, gives solid ideas on the backbone of a survey, summarizes what actions lead to a survey, discusses the basis of survey design, and touches on the math needed to analyize survey results.

Excellent beginner's guide.

22 of 26 people found the following review helpful:

3.0 out of 5 stars easy to understand general overview, March 22, 1999

By 

Harlan A Kutscher - See all my reviews

This review is from: Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition (Hardcover)

This book provides a general conceptual approach to its topic along with specific examples of how survey techniques are used. It would be useful to executives with a desire to understand a little more about the field. Unfortunately, it is not particularly helpful in terms of actually doing the techniques it presents. Perhaps more importantly, it doesn't cover the particular pitfalls/limitations you need to be aware of when trying to interpret data presentations.

4.0 out of 5 stars I think I can........., March 21, 2009

By 

Neal A. Barncard - See all my reviews
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Amazon Verified Purchase

This review is from: Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition (Hardcover)

I bought this book thinking I would use it to help me in a survey I was asked to be a part of. It is to be a survey of satisfaction for people that have given to the "United Way" charities. This book has helped me in many ways that I think it could help anyone that is a novice in the area of surveying as I am. The 3rd edition of this book touching on the topic of customer loyalty is fascinating to me as so.