| 000 -LEADER |
|---|
| fixed length control field |
03245nam a2200289uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
144 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190211154032.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
010131s2000 xx ||||g| |0|| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
087389362X |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (RLIN) |
|---|
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) |
1.15 |
| Local cutter number (OCLC) ; Book number/undivided call number, CALL (RLIN) |
H4171m |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha Dewey Subclass [OBSOLETE] |
PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
HAYES, Bob E |
| 9 (RLIN) |
4675 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Measuring customer satisfaction : |
| Remainder of title |
survey design, use and statistical analysis methods |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
2. ed |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Milwaukee : |
| Name of publisher, distributor, etc. |
ASQ Quality , |
| Date of publication, distribution, etc. |
1997 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
278 p. |
| 505 80 - FORMATTED CONTENTS NOTE |
|---|
| Title |
1 - Introduction |
| -- |
Model of customer satisfaction questionnaire |
| -- |
Development and use |
| -- |
2 - Determining customer requirements |
| -- |
Quality dimension development |
| -- |
Identification of quality dimensions |
| -- |
Establishing specific examples of quality dimensions |
| -- |
Software industry |
| -- |
Summary |
| -- |
Critical incident approach |
| -- |
Critical incidents |
| -- |
Generating critical incidents |
| -- |
Interview |
| -- |
Categorization of critical incidents |
| -- |
Quality of the categorization proccess |
| -- |
Interjudge agreement |
| -- |
Comprehensiveness of the customer requirements |
| -- |
Banking industry |
| -- |
Automobile industry |
| -- |
Statistical support |
| -- |
Chapter summary |
| -- |
3 - Reliability and validity |
| -- |
The meaning of customer perception and attitude |
| -- |
Reability |
| -- |
Classical measurement theory |
| -- |
Standard error of measurement |
| -- |
Sources of error and reliability estimates |
| -- |
Measures of stability and test-retest reliability |
| -- |
Measures of equivalence and parallel forms reliability |
| -- |
Internal consistency |
| -- |
Split-Half Reliability estimate |
| -- |
Cronbach's Alpha Estimates |
| -- |
Benefits of scales with high reliability |
| -- |
Detection of differences in satisfaction levels |
| -- |
Detection of significant relationships between variables |
| -- |
Factors affecting reliability |
| -- |
Number of items in the scale |
| -- |
Sample of people |
| -- |
The need for multiple items in measurement |
| -- |
Summary |
| -- |
Validity |
| -- |
Content-related strategy |
| -- |
Criterion-related strategy |
| -- |
Construct-related strategy |
| -- |
Summary |
| -- |
Chapter summary |
| -- |
4 - Customer satisfaction questionnaire construction: item generation, response format, and item selection |
| -- |
Determining question or items |
| -- |
Characteristics of good items |
| -- |
Response formats |
| -- |
Introductions to customer satisfaction questionnaires |
| -- |
Item selection |
| -- |
Chapter Summary |
| -- |
5 - Sampling methods |
| -- |
Statistical sampling |
| -- |
Types of sampling: census, judgment, and statistical |
| -- |
Sample size and sampling error |
| -- |
Random selection procedures |
| -- |
Response rates |
| -- |
6 - Using customer satisfaction questionnaires |
| -- |
Examples of customer satisfaction questionnaires |
| -- |
Automobile industry |
| -- |
Statistical support department |
| -- |
Uses of customer satisfaction questionnaires |
| -- |
Summary indices |
| -- |
Identify important customer requirements |
| -- |
Control charts |
| -- |
Control charts for attribute data |
| -- |
Control charts for variable data |
| -- |
Organizational comparisons |
| -- |
Determine effectiveness of intervention programs |
| -- |
Additional questions |
| -- |
Chapter summary |
| -- |
7 - Examples of customer satisfaction questionnaires |
| -- |
Dental patient satisfaction |
| -- |
Reader survey |
| -- |
Coffee shop |
| -- |
Conclusions |
| -- |
Introduction to Appedices |
| -- |
Bibliography |
| -- |
Index |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Satisfação do Cliente |
| 9 (RLIN) |
12074 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Controle de Qualidade |
| 9 (RLIN) |
12058 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Estatística |
| 9 (RLIN) |
11991 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Pesquisa |
| 9 (RLIN) |
12011 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Medição |
| 9 (RLIN) |
12075 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Questionário |
| 9 (RLIN) |
12076 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Livro Geral |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20010131 |
| Operator's initials, OID (RLIN) |
Karen |
| Cataloger's initials, CIN (RLIN) |
Karen Raphael |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20120827 |
| Operator's initials, OID (RLIN) |
1107^b |
| Cataloger's initials, CIN (RLIN) |
Isabel |
