Measuring Customer Satisfaction, a methodological guidance 0. Background and objectives of the study
نویسنده
چکیده
This report is a continuation of the “State-of-the Art Project “ regarding planning and carrying out Customer/User Satisfaction Surveys in NSI:s. (LEG on Quality Recommendation No. 7). The object of this study is to develop some methodological guidelines for carrying out and analyzing customer satisfaction surveys. In this report we discuss questions related to customer/user identification and segmentation, response rates, questionnaire design and analysis of customer satisfaction data. Many of the questions discussed are common to other surveys as well and are not restricted to satisfaction surveys only. When discussing scales and questionnaire design we will confine ourselves to the case when the analysis is to be done using structural equation models.
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