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Conducting web-based surveys [[electronic resource] /] / Solomon, David J
| Conducting web-based surveys [[electronic resource] /] / Solomon, David J |
| Autore | Solomon David J |
| Pubbl/distr/stampa | College Park, MD : , : ERIC Clearinghouse on Assessment and Evaluation, , [2001] |
| Collana | ERIC/AE digest series |
| Soggetto topico |
Surveys - Data processing
Social surveys - Response rate Internet searching |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | Conducting web based surveys |
| Record Nr. | UNINA-9910692851503321 |
Solomon David J
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| College Park, MD : , : ERIC Clearinghouse on Assessment and Evaluation, , [2001] | ||
| 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 |
9786613333124
9781119961383 1119961386 9781283333122 1283333120 9781119961154 1119961157 9781119961161 1119961165 |
| 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 | ||
| ||
