Author: Bob E. Hayes
Publisher: ASQ Quality Press
Pages: 285
Language: English
ISBN: 087389362X
Description: Improving the quality levels of services and products in todays marketplace is what can make the difference between an adequate company or an exceptional company. But how can companies actually measure their customers levels of satisfaction in an accurate and reliable way? Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. In simple, understandable terms, Measuring Customer Satisfaction presents detailed information on how to develop questionnaires using underlying scientific principles. Topics also include: Scale development; The concept of quality; Two methods of determining important service or product characteristics as received by the customer.
Price: INR 1865.43/$ 42
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