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How to measure customer satisfaction / / Nigel Hill, John Brierley and Rob MacDougall
| How to measure customer satisfaction / / Nigel Hill, John Brierley and Rob MacDougall |
| Autore | Hill Nigel <1952-> |
| Edizione | [Second edition.] |
| Pubbl/distr/stampa | London, [England] ; ; New York : , : Routledge, , 2017 |
| Descrizione fisica | 1 online resource (161 pages) |
| Disciplina | 658.8/343 |
| Soggetto topico | Consumer satisfaction - Evaluation |
| ISBN |
1-351-93004-4
1-351-93005-2 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910794827803321 |
Hill Nigel <1952->
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| London, [England] ; ; New York : , : Routledge, , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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How to measure customer satisfaction / / Nigel Hill, John Brierley and Rob MacDougall
| How to measure customer satisfaction / / Nigel Hill, John Brierley and Rob MacDougall |
| Autore | Hill Nigel <1952-> |
| Edizione | [Second edition.] |
| Pubbl/distr/stampa | London, [England] ; ; New York : , : Routledge, , 2017 |
| Descrizione fisica | 1 online resource (161 pages) |
| Disciplina | 658.8/343 |
| Soggetto topico | Consumer satisfaction - Evaluation |
| ISBN |
1-351-93004-4
1-351-93005-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910812305403321 |
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Hill Nigel <1952->
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| London, [England] ; ; New York : , : Routledge, , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Modern analysis of customer surveys : with applications using R / / edited by Ron S. Kenett, Silvia Salini
| Modern analysis of customer surveys : with applications using R / / edited by Ron S. Kenett, Silvia Salini |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Chichester, : John Wiley & Sons, 2011 |
| Descrizione fisica | 1 online resource (526 p.) |
| Disciplina | 658.8/3402855282 |
| Altri autori (Persone) |
KenettRon
SaliniSilvia |
| Collana | Statistics in Practice |
| Soggetto topico |
Consumer satisfaction - Research - Statistical methods
Consumer satisfaction - Evaluation Consumers - Research - Statistical methods Consumers - Research - Data processing Sampling (Statistics) - Evaluation Surveys - Statistical methods Surveys - Data processing |
| ISBN |
1-119-96138-6
1-283-33312-0 9786613333124 1-119-96115-7 1-119-96116-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Modern Analysis ofCustomer Surveys; Contents; Foreword; Preface; Contributors; PART I BASIC ASPECTS OF CUSTOMER SATISFACTION SURVEY DATA ANALYSIS; 1 Standards and classical techniques in data analysis of customer satisfaction surveys; 1.1 Literature on customer satisfaction surveys; 1.2 Customer satisfaction surveys and the business cycle; 1.3 Standards used in the analysis of survey data; 1.4 Measures and models of customer satisfaction; 1.4.1 The conceptual construct; 1.4.2 The measurement process; 1.5 Organization of the book; 1.6 Summary; References
2 The ABC annual customer satisfaction survey2.1 The ABC company; 2.2 ABC 2010 ACSS: Demographics of respondents; 2.3 ABC 2010 ACSS: Overall satisfaction; 2.4 ABC 2010 ACSS: Analysis of topics; 2.5 ABC 2010 ACSS: Strengths and weaknesses and decision drivers; 2.6 Summary; References; Appendix; 3 Census and sample surveys; 3.1 Introduction; 3.2 Types of surveys; 3.2.1 Census and sample surveys; 3.2.2 Sampling design; 3.2.3 Managing a survey; 3.2.4 Frequency of surveys; 3.3 Non-sampling errors; 3.3.1 Measurement error; 3.3.2 Coverage error; 3.3.3 Unit non-response and non-self-selection errors 3.3.4 Item non-response and non-self-selection error3.4 Data collection methods; 3.5 Methods to correct non-sampling errors; 3.5.1 Methods to correct unit non-response errors; 3.5.2 Methods to correct item non-response; 3.6 Summary; References; 4 Measurement scales; 4.1 Scale construction; 4.1.1 Nominal scale; 4.1.2 Ordinal scale; 4.1.3 Interval scale; 4.1.4 Ratio scale; 4.2 Scale transformations; 4.2.1 Scale transformations referred to single items; 4.2.2 Scale transformations to obtain scores on a unique interval scale; Acknowledgements; References; 5 Integrated analysis; 5.1 Introduction 5.2 Information sources and related problems5.2.1 Types of data sources; 5.2.2 Advantages of using secondary source data; 5.2.3 Problems with secondary source data; 5.2.4 Internal sources of secondary information; 5.3 Root cause analysis; 5.3.1 General concepts; 5.3.2 Methods and tools in RCA; 5.3.3 Root cause analysis and customer satisfaction; 5.4 Summary; Acknowledgement; References; 6 Web surveys; 6.1 Introduction; 6.2 Main types of web surveys; 6.3 Economic benefits of web survey research; 6.3.1 Fixed and variable costs; 6.4 Non-economic benefits of web survey research 6.5 Main drawbacks of web survey research6.6 Web surveys for customer and employee satisfaction projects; 6.7 Summary; References; 7 The concept and assessment of customer satisfaction; 7.1 Introduction; 7.2 The quality-satisfaction-loyalty chain; 7.2.1 Rationale; 7.2.2 Definitions of customer satisfaction; 7.2.3 From general conceptions to a measurement model of customer satisfaction; 7.2.4 Going beyond SERVQUAL: Other dimensions of relevance to the B2B context; 7.2.5 From customer satisfaction to customer loyalty; 7.3 Customer satisfaction assessment: Some methodological considerations 7.3.1 Rationale |
| Record Nr. | UNINA-9910139552103321 |
| Chichester, : John Wiley & Sons, 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Satisfaction : a behavioral perspective on the consumer / Richard L. Oliver
| Satisfaction : a behavioral perspective on the consumer / Richard L. Oliver |
| Autore | Oliver, Richard L |
| Edizione | [2. ed] |
| Pubbl/distr/stampa | Armonk, N.Y. : Sharpe, c2010 |
| Descrizione fisica | xxii, 519 p. : ill. ; 27 cm |
| Disciplina | 658.812 |
| Soggetto topico |
Consumer satisfaction
Consumer satisfaction - Evaluation |
| ISBN | 9780765617705 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISALENTO-991001099199707536 |
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Oliver, Richard L
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| Armonk, N.Y. : Sharpe, c2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. del Salento | ||
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Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| Soggetto genere / forma | Electronic books. |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910463267103321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910787555303321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910807432803321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Social Security Administration [[electronic resource] ] : additional actions needed in ongoing efforts to improve 800-number service : report to the Committee on Finance, U.S. Senate
| Social Security Administration [[electronic resource] ] : additional actions needed in ongoing efforts to improve 800-number service : report to the Committee on Finance, U.S. Senate |
| Pubbl/distr/stampa | [Washington, D.C.] : , : U.S. Government Accountability Office, , [2005] |
| Descrizione fisica | ii pages, 45 unnumbered pages : digital, PDF file |
| Soggetto topico |
Social security - United States
Consumer satisfaction - Evaluation |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | Social Security Administration |
| Record Nr. | UNINA-9910694509603321 |
| [Washington, D.C.] : , : U.S. Government Accountability Office, , [2005] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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User satisfaction with personalised internet applications / / Ulrike Bauernfeind
| User satisfaction with personalised internet applications / / Ulrike Bauernfeind |
| Autore | Bauernfeind Ulrike |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Frankfurt am Main, Germany : , : Peter Lang, , [2008] |
| Descrizione fisica | 1 online resource (182 pages) : illustrations, charts; digital, PDF file(s) |
| Disciplina | 303.4833 |
| Collana | Forschungsergebnisse der Wirtschaftsuniversität Wien |
| Soggetto topico |
Internet users - Attitudes
Consumer satisfaction - Evaluation Online information services - Evaluation |
| ISBN |
9783631754856
9783631577707 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover -- 1 INTRODUCTION -- 1.1 Problem statement -- 1.2 Objectives of the study -- 1.3 Structure of the book -- 2 STATE OF THE FIELD - THEORETICAL BACKGROUND -- 2.1 Classification of Personalised Internet Applications -- 2.2 Relevant Research Traditions and Theories -- 2.3 Customer Satisfaction in General -- 2.4 Human-Computer Interaction (HCI) -- 2.4.1 The Technology Acceptance Model (TAM) -- 2.4.2 The IS Success Model -- 2.4.3 Flow -- 2.4.4 Hedonic aspects -- 2.4.5 Other Approaches -- 2.5 User Interface Design Aspects -- 2.6 System Evaluation -- 2.6.1 Software Evaluation Methods -- 2.6.2 Web Site Evaluation Methods -- 3 INFLUENCES ON PERSONALISED INTERNET APPLICATIONS' SATISFACTION - RESEARCH MODEL AND HYPOTHESES -- 3.1 Research Model -- 3.2 Influencing Factors - Constructs and Hypotheses -- 3.2.1 Perceived Usefulness -- 3.2.2 Perceived Ease of Use -- 3.2.3 Trust -- 3.2.4 Exploratory Browsing Behaviour -- 3.2.5 Enjoyment -- 3.2.6 Attitude towards e-service -- 3.2.7 Experience -- 3.2.8 Satisfaction -- 3.2.9 Commitment -- 4 STUDY METHODOLOGY -- 4.1 Research Methods -- 4.1.1 Qualitative versus quantitative research methods -- 4.1.2 Approaches Used in this Study -- 4.2 Development of the Survey Instrument -- 4.3 Internet Applications Used for Evaluation -- 4.3.1 Tiscover -- 4.3.2 Learn@WU -- 4.3.3 Immobilien.net -- 4.4 Study Participants -- 4.5 Experimental setting and data collection method -- 5 EMPIRICAL RESULTS -- 5.1 Descriptive Statistics -- 5.1.1 Demographic Description of the Sample -- 5.1.2 Personal Characteristics of the Sample -- 5.1.3 Comparison of the three Personalised Internet Applications -- 5.2 Testing the Structural Model of Satisfaction with Personalised Internet Applications -- 5.2.1 Formative versus Reflective Indicators -- 5.2.2 Measurement and Structural Model -- 5.2.3 Model Evaluation in SEM.
5.2.4 Results of Testing the Structural Hypotheses -- 5.2.5 Structural Analyses for the three Personalised Internet Applications -- 5.3 Expert Interviews -- 5.3.1 Method of Expert Interviews -- 5.3.2 Results of Expert Interviews -- 6 DISCUSSION AND OUTLOOK -- 6.1 Conclusion -- 6.2 Implications for Practitioners -- 6.3 Limitations and Implications for Future Research -- References -- Appendix. |
| Record Nr. | UNINA-9910297037803321 |
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Bauernfeind Ulrike
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| Frankfurt am Main, Germany : , : Peter Lang, , [2008] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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