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AuthorHill, Nigel, 1952-
TitleHow to measure customer satisfaction / Nigel Hill, John Brierley, and Rob MacDougall
Imprint Aldershot : Gower, c2003
Edition 2nd ed
Descript viii, 151 p. : ill. ; 24 cm

CONTENT

Setting objectives and project planning -- Exploratory research -- Sampling -- Survey options -- Maximising response rates -- Questionnaire design -- Rating scales -- Introducing the survey -- Analysing the results -- Benchmarking and improving your performance -- Mirror survey -- Feedback -- Business case for customer satisfaction


Consumer satisfaction -- Evaluation

LOCATIONCALL#STATUS
Central Library (4th Floor)658.8343 H647HCHECK SHELVES
Chula Business School Library658.8343 H647H 2003CHECK SHELVES

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