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