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Customer Satisfaction Measurement On The Internet
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Book Synopsis Customer Satisfaction Measurement on the Internet by : Katja Hofmaier
Download or read book Customer Satisfaction Measurement on the Internet written by Katja Hofmaier and published by diplom.de. This book was released on 1999-06-09 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was found to be the appropriate approach to 'CS' measurement. The Critical Incidents Technique can be used to assess the influence of exceptional experiences and the customers' evaluation of value-added services. The method of Focus Group interviewing is most appropriate for the exploration of important product attributes with customers while In-Depth Interviews structure salespeople- and executive interviews. It was also shown that during the research process, several points specific to 'CS' measurements need to be accounted for. The Internet services currently used by marketing and social researchers include E-mail, mailinglists, newsgroups, Internet Chat, the World Wide Web (WWW) and Virtual Worlds. Virtual Worlds, being most advantageous for observational studies, are not useful for customer satisfaction research. Virtual Communities, in turn, have some promising characteristics for future use. Internet research methods based on these services include E-mail surveys, WWW-surveys and online Focus Groups. Common advantages of E-mail- and WWW-surveys include administrative and response speed, cost savings and global reach of respondents. Their greatest common disadvantage is the non-representativeness of the respondents for the larger population as well as their self-selection. Unless access is restricted to a known population, probability sampling is impossible when using the World Wide Web. Because of its serious disadvantages, the use of online Focus Groups is not (yet) advisable. Based on these insights, the Internet was found to be an advantageous medium for customer satisfaction studies only if specific conditions are met. Companies need to investigate on a case-by-case basis if the online measurement of customer satisfaction is possible in their specific situation. The recommendations that were made are summarized in the online research process and the decision-making framework. The results of a survey among market research agencies show that practitioners are to a large extent aware of the limitations within which the Internet can be used for customer satisfaction surveys. However, especially WWW-surveys sometimes are conducted in a way that does [...]
Book Synopsis Customer Satisfaction Measurement Simplified by : Terry G. Vavra
Download or read book Customer Satisfaction Measurement Simplified written by Terry G. Vavra and published by . This book was released on 2002 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to maintaining thorough documentation of each process, these organizations must also measure the effectiveness of that process, along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist on attaining this requirement. Using graphics, charts, and real data with examples drawn from the authores own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization meet ISO 9001 certification. Use Customer Satisfaction Measurement to Improve Performance Intended to address the practical questions of quality and satisfaction professionals who need quick answers to specific issues, Customer Satisfaction Measurement Simplified is a concise guide that will show how to implement an efficient measurement system. Terry Vavra begins by demonstrating how to identify the requirements of the customer, then explains the best way to measure the level of satisfaction, and finally how to analyze and report the data collected. In this era of increased competition and globalized economies, businesses are striving to find any point of uniqueness to distinguish themselves from the competition. By effectively measuring customer satisfaction levels, organizations can demonstrate how they differentiate from the competition. Contains a bonus CD-ROM with additional information, charts and templates. Ahora disponible en espaol.
Book Synopsis How to Measure Customer Satisfaction by : Nigel Hill
Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Routledge. This book was released on 2017-07-05 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Book Synopsis Best Practices in Customer Service by : John A. Woods
Download or read book Best Practices in Customer Service written by John A. Woods and published by AMACOM Div American Mgmt Assn. This book was released on 1999 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Satisfaction Measurement for ISO 9000: 2000 by : Bill Self
Download or read book Customer Satisfaction Measurement for ISO 9000: 2000 written by Bill Self and published by Routledge. This book was released on 2007-08-15 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.
Book Synopsis Researching Customer Satisfaction and Loyalty by : Paul Szwarc
Download or read book Researching Customer Satisfaction and Loyalty written by Paul Szwarc and published by Kogan Page Publishers. This book was released on 2005-07-03 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty has been one of the largest areas of market research for the past twenty years, and interest in it continues to increase. Organizations today invest heavily in programmes designed to retain customers as they recognize the importance of having loyal, committed customers to sustain and increase company profits. Researching Customer Satisfaction and Loyalty is a vital guide to this expanding area. It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research. The breadth of detail is exhaustive and topics covered include: the development of customer satisfaction and loyalty, management theories about it, qualitative and quantitative research, and how market research projects get commissioned. The book also looks at the factors that both supplier and client need to consider when preparing a research brief and proposal, how interest in this area is changing and what the future holds for research into customer satisfaction.
Book Synopsis Aiding Decisions with Multiple Criteria by : Denis Bouyssou
Download or read book Aiding Decisions with Multiple Criteria written by Denis Bouyssou and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 551 pages. Available in PDF, EPUB and Kindle. Book excerpt: Aiding Decisions With Multiple Criteria: Essays in Honor of Bernard Roy is organized around two broad themes: Graph Theory with path-breaking contributions on the theory of flows in networks and project scheduling, Multiple Criteria Decision Aiding with the invention of the family of ELECTRE methods and methodological contribution to decision-aiding which lead to the creation of Multi-Criteria Decision Analysis (MCDA). Professor Bernard Roy has had considerable influence on the development of these two broad areas. £/LIST£ Part one contains papers by Jacques Lesourne, and Dominique de Werra & Pierre Hansen related to the early career of Bernard Roy when he developed many new techniques and concepts in Graph Theory in order to cope with complex real-world problems. Part two of the book is devoted to Philosophy and Epistemology of Decision-Aiding with contributions from Valerie Belton & Jacques Pictet and Jean-Luis Genard & Marc Pirlot. Part three includes contributions based on Theory and Methodology of Multi-Criteria Decision-Aiding based on a general framework for conjoint measurement that allows intrasitive preferences. Denis Bouyssou & Marc Pirlot; Alexis Tsoukiàs, Patrice Perny & Philippe Vincke; Luis Dias & João Clímaco; Daniel Vanderpooten; Michael Doumpos & Constantin Zopounidis; and Marc Roubens offer a considerable range of examinations of this aspect of MCDA. Part four is devoted to Perference Modeling with contributions from Peter Fishburn; Salvatore Greco, Benedetto Matarazzo & Roman Slowinski; Salem Benferhat, Didier Dubois & Henri Prade; Oscar Franzese & Mark McCord; Bertrand Munier; and Raymond Bisdorff. Part five groups Applications of Multi-Criteria Decision-Aiding, and Carlos Henggeler Antunes, Carla Oliveira & João Clímaco; Carlos Bana e Costa, Manuel da Costa-Lobo, Isabel Ramos & Jean-Claude Vansnick; Yannis Siskos & Evangelos Grigoroudis; Jean-Pierre Brans, Pierre Kunsch & Bertrand Mareschal offer a wide variety of application problems. Finally, Part six includes contributions on Multi-Objective Mathematical Programming from Jacques Teghem, Walter Habenicht and Pekka Korhonen.
Book Synopsis Web Systems Design and Online Consumer Behavior by : Yuan Gao
Download or read book Web Systems Design and Online Consumer Behavior written by Yuan Gao and published by IGI Global. This book was released on 2005-01-01 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Web Systems Design and Online Consumer Behavior takes an interdisciplinary approach toward systems design in the online environment by providing an understanding of how consumers behave while shopping online and how certain system design elements may impact consumers' perceptions, attitude, intentions, and actual behavior. This book contains theoretical and empirical research from expert scholars in a number of areas including communications, psychology, marketing and advertising, and information systems. This book provides an integrated look at the subject area as described above to further the reader's understanding of the linkage among various disciplines inherently connected with one another in electronic commerce.
Book Synopsis The Internet Encyclopedia, Volume 1 (A - F) by :
Download or read book The Internet Encyclopedia, Volume 1 (A - F) written by and published by John Wiley & Sons. This book was released on 2004-11-11 with total page 851 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Internet Encyclopedia in a 3-volume reference work on the internet as a business tool, IT platform, and communications and commerce medium.
Book Synopsis Web Survey Methodology by : Mario Callegaro
Download or read book Web Survey Methodology written by Mario Callegaro and published by SAGE. This book was released on 2015-04-30 with total page 522 pages. Available in PDF, EPUB and Kindle. Book excerpt: Web Survey Methodology guides the reader through the past fifteen years of research in web survey methodology. It both provides practical guidance on the latest techniques for collecting valid and reliable data and offers a comprehensive overview of research issues. Core topics from preparation to questionnaire design, recruitment testing to analysis and survey software are all covered in a systematic and insightful way. The reader will be exposed to key concepts and key findings in the literature, covering measurement, non-response, adjustments, paradata, and cost issues. The book also discusses the hottest research topics in survey research today, such as internet panels, virtual interviewing, mobile surveys and the integration with passive measurements, e-social sciences, mixed modes and business intelligence. The book is intended for students, practitioners, and researchers in fields such as survey and market research, psychological research, official statistics and customer satisfaction research.
Book Synopsis Advanced Topics in Global Information Management by : M. Gordon Hunter
Download or read book Advanced Topics in Global Information Management written by M. Gordon Hunter and published by IGI Global. This book was released on 2004-01-01 with total page 396 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advanced Topics in Global Information Management is the third in a series of books on advance topics in global information management (GIM). GIM research continues to progress, with some scholars pushing the boundaries of thinking and others challenging the status quo. *Note: This book is part of a new series entitled "Advanced Topics in Global Information Management." This book is Volume Three within this series (Vol. III, 2004).
Book Synopsis E-Service: New Directions in Theory and Practice by : Roland T. Rust
Download or read book E-Service: New Directions in Theory and Practice written by Roland T. Rust and published by Taylor & Francis. This book was released on 2016-09-16 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: The advent of the era of "e-Service," the provision of services over electronic networks like the internet, is one of the dominant business themes of the new millennium. It reflects the fundamental shift in the economy from goods to services and the explosive expansion of information technology. This book provides a collection of different perspectives on e-Service and a unified framework to understand it, even as the business community grapples with the concept. It features contributions from key researchers and practitioners from both the private and public sectors, as well leading scholars from the fields of marketing, information systems, and computer science. They focus on three key areas: the customer-technology interface; e-Service business opportunities and strategies; and public sector e-Service opportunities. The insights they offer will be equally useful to students, scholars, and practitioners.
Book Synopsis The Handbook of Marketing Research by : Rajiv Grover
Download or read book The Handbook of Marketing Research written by Rajiv Grover and published by SAGE Publications. This book was released on 2006-06-23 with total page 721 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handbook of Marketing Research: Uses, Misuses, and Future Advances comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented firm. Divided into four parts, the Handbook addresses (1) the different nuances of delivering insights; (2) quantitative, qualitative, and online data gathering techniques; (3) basic and advanced data analysis methods; and (4) the substantial marketing issues that clients are interested in resolving through marketing research.
Book Synopsis Proceedings of the Management 2008 conference In Times of Global Change and Uncertainity by : Róbert ŠTEFKO
Download or read book Proceedings of the Management 2008 conference In Times of Global Change and Uncertainity written by Róbert ŠTEFKO and published by FON. This book was released on with total page 718 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Handbook of Customer Satisfaction and Loyalty Measurement by : Nigel Hill
Download or read book The Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Routledge. This book was released on 2017-03-02 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Book Synopsis World It Project, The: Global Issues In Information Technology by : Prashant Palvia
Download or read book World It Project, The: Global Issues In Information Technology written by Prashant Palvia and published by World Scientific. This book was released on 2020-04-28 with total page 553 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understanding the key IT issues facing firms within their surrounding contexts is critical for the firm, government, and their international counterparts.In response to the dominant and pervasive bias in Information Systems (IS) research towards American and Western views, the World IT Project was launched and is the largest study of its kind in the field. This book captures the organizational, technological, and individual issues of IT employees across 37 countries.The book enables management and staff to formulate business and IT-related policies and strategies. Likewise, it allows policymakers, governments and vendors to address important issues at the national level as well as to respond to the needs of partners and stakeholders in other countries. It also offers current and future academic scholars a grounded understanding of the international IT environment and provides a sound foundation to launch many international IT studies.
Author :Management Association, Information Resources Publisher :IGI Global ISBN 13 :146669467X Total Pages :2461 pages Book Rating :4.4/5 (666 download)
Book Synopsis Web-Based Services: Concepts, Methodologies, Tools, and Applications by : Management Association, Information Resources
Download or read book Web-Based Services: Concepts, Methodologies, Tools, and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2015-11-09 with total page 2461 pages. Available in PDF, EPUB and Kindle. Book excerpt: The recent explosion of digital media, online networking, and e-commerce has generated great new opportunities for those Internet-savvy individuals who see potential in new technologies and can turn those possibilities into reality. It is vital for such forward-thinking innovators to stay abreast of all the latest technologies. Web-Based Services: Concepts, Methodologies, Tools, and Applications provides readers with comprehensive coverage of some of the latest tools and technologies in the digital industry. The chapters in this multi-volume book describe a diverse range of applications and methodologies made possible in a world connected by the global network, providing researchers, computer scientists, web developers, and digital experts with the latest knowledge and developments in Internet technologies.
