Analysis of customer satisfaction data : a comprehensive guide to multivariate statistical analysis in customer satisfaction, loyalty, and service quality research /
As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. It is crucial for every organization to retain loyal customers by maintaining a high l...
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| Format: | Book |
| Language: | English |
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Milwaukee, Wis. :
ASQ Quality Press,
2000
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Table of Contents:
- 1. The historical roots of customer satisfaction research
- 2. Instrumentation and scale selection
- 3. Preparing customer satisfaction data
- 4. Analysis framework for customer satisfactiondata
- 5. Dependence models: toward relative importance
- 6. Exloratory data analysis and problems in regression analysis
- 7. Causal modeling: multiple dependencies in path analysis
- 8. Independence models: the dimensionality of satisfaction
- Structural equations with latent variables
- Appendix
- Glossary.