000			03245nam a2200289uu 4500
001			144
003			OSt
005			20190211154032.0
008			010131s2000 xx ||||g| |0|| 0 eng d
020			_a087389362X
090			_a1.15 _bH4171m
100	1		_aHAYES, Bob E _94675
245	1	0	_aMeasuring customer satisfaction : _bsurvey design, use and statistical analysis methods
250			_a2. ed
260			_aMilwaukee : _bASQ Quality , _c1997
300			_a278 p.
505	8	0	_t1 - Introduction _tModel of customer satisfaction questionnaire _tDevelopment and use _t2 - Determining customer requirements _tQuality dimension development _tIdentification of quality dimensions _tEstablishing specific examples of quality dimensions _tSoftware industry _tSummary _tCritical incident approach _tCritical incidents _tGenerating critical incidents _tInterview _tCategorization of critical incidents _tQuality of the categorization proccess _tInterjudge agreement _tComprehensiveness of the customer requirements _tBanking industry _tAutomobile industry _tStatistical support _tChapter summary _t3 - Reliability and validity _tThe meaning of customer perception and attitude _tReability _tClassical measurement theory _tStandard error of measurement _tSources of error and reliability estimates _tMeasures of stability and test-retest reliability _tMeasures of equivalence and parallel forms reliability _tInternal consistency _tSplit-Half Reliability estimate _tCronbach's Alpha Estimates _tBenefits of scales with high reliability _tDetection of differences in satisfaction levels _tDetection of significant relationships between variables _tFactors affecting reliability _tNumber of items in the scale _tSample of people _tThe need for multiple items in measurement _tSummary _tValidity _tContent-related strategy _tCriterion-related strategy _tConstruct-related strategy _tSummary _tChapter summary _t4 - Customer satisfaction questionnaire construction: item generation, response format, and item selection _tDetermining question or items _tCharacteristics of good items _tResponse formats _tIntroductions to customer satisfaction questionnaires _tItem selection _tChapter Summary _t5 - Sampling methods _tStatistical sampling _tTypes of sampling: census, judgment, and statistical _tSample size and sampling error _tRandom selection procedures _tResponse rates _t6 - Using customer satisfaction questionnaires _tExamples of customer satisfaction questionnaires _tAutomobile industry _tStatistical support department _tUses of customer satisfaction questionnaires _tSummary indices _tIdentify important customer requirements _tControl charts _tControl charts for attribute data _tControl charts for variable data _tOrganizational comparisons _tDetermine effectiveness of intervention programs _tAdditional questions _tChapter summary _t7 - Examples of customer satisfaction questionnaires _tDental patient satisfaction _tReader survey _tCoffee shop _tConclusions _tIntroduction to Appedices _tBibliography _tIndex
650		4	_aSatisfação do Cliente _912074
650		4	_aControle de Qualidade _912058
650		4	_aEstatística _911991
650		4	_aPesquisa _912011
650		4	_aMedição _912075
650		4	_aQuestionário _912076
942			_cG
998			_a20010131 _bKaren _cKaren Raphael
998			_a20120827 _b1107^b _cIsabel
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c334 _d334
041			_aeng