Author : Morpace International
Publisher : Transportation Research Board
Page : 222 pages
File Size : 31,24 MB
Release : 1999
Category : Business & Economics
ISBN : 9780309063234
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Author : Chuck Chakrapani
Publisher : South Western Educational Publishing
Page : 0 pages
File Size : 47,12 MB
Release : 1998
Category : Customer services
ISBN : 9780877572671
You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
Author : Evangelos Grigoroudis
Publisher : Springer Science & Business Media
Page : 319 pages
File Size : 23,67 MB
Release : 2009-11-07
Category : Business & Economics
ISBN : 1441916407
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author : Sarah Cook
Publisher : Routledge
Page : 208 pages
File Size : 38,37 MB
Release : 2017-05-15
Category : Business & Economics
ISBN : 1351919008
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
Author : Richard F. Gerson
Publisher : Crisp Pub Incorporated
Page : 112 pages
File Size : 15,28 MB
Release : 1993-01
Category : Business & Economics
ISBN : 9781560521785
After completing this course, you will have the critical skills to recognize, reward, and reinforce top-quality service performance, close the gaps between customer expectations and service performance, use customer feedback to improve products and services, and stay competitive in any industry.
Author :
Publisher :
Page : 108 pages
File Size : 14,48 MB
Release : 1998
Category : Local transit
ISBN :
Author : Nigel Hill
Publisher : Routledge
Page : 349 pages
File Size : 23,50 MB
Release : 2017-03-02
Category : Business & Economics
ISBN : 1351888552
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Author : Christian Homburg
Publisher : Springer
Page : 0 pages
File Size : 33,45 MB
Release : 2021-12-03
Category : Business & Economics
ISBN : 9783319574110
In this handbook, internationally renowned scholars outline the current state-of-the-art of quantitative and qualitative market research. They discuss focal approaches to market research and guide students and practitioners in their real-life applications. Aspects covered include topics on data-related issues, methods, and applications. Data-related topics comprise chapters on experimental design, survey research methods, international market research, panel data fusion, and endogeneity. Method-oriented chapters look at a wide variety of data analysis methods relevant for market research, including chapters on regression, structural equation modeling (SEM), conjoint analysis, and text analysis. Application chapters focus on specific topics relevant for market research such as customer satisfaction, customer retention modeling, return on marketing, and return on price promotions. Each chapter is written by an expert in the field. The presentation of the material seeks to improve the intuitive and technical understanding of the methods covered.
Author : MaryAlice Stoner
Publisher :
Page : 16 pages
File Size : 10,18 MB
Release : 1990
Category : Consumer satisfaction
ISBN :
Author : Bob E. Hayes
Publisher : Quality Press
Page : 313 pages
File Size : 26,4 MB
Release : 2008-04-22
Category : Business & Economics
ISBN : 0873891112
The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. -Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.
