Measuring Customer Satisfaction and Loyalty : Survey Design, Use, and Statistical Analysis Methods

Contents -- List of Figures and Tables -- Preface -- 1 Introduction -- 2 Determining Customer Requirements -- 3 Reliability and Validity -- 4 Customer Satisfaction Questionnaire Construction -- 5 Sampling Methods -- 6 Customer Loyalty 2.0: Beyond the Ultimate Question -- 7 Using Customer Satisfaction Questionnaires -- 8 Examples of Customer Satisfaction Questionnaires -- Introduction to Appendices -- Appendix A Critical Incidents Interview Forms -- Appendix B Satisfaction Items and Customer Requirement Forms -- Appendix C Measurement Scales