000			01268nam a22001937a 4500
001			1226
003			OSt
005			20241210111829.0
008			161121b xxu||||| |||| 00| 0 eng d
040			_cUM Bansalan College LIC
082			_aBRef. 658.812 _bD952 1995
100			_92284 _aDutka, Alan
245			_aAMA handbook for customer satisfaction/ _cby Alan Dutka
260			_aIllinois, USA : _bNTC Business Books, _cc1995
300			_aviii, 231p.: _c22.5 cm.
500			_aIncludes appendix, bibliography and index
505			_a1. Customer satisfaction: the challenge --2. Planning customer satisfaction research --3. Who are the customers? --4. Qualitative and quantitative research --5. Determining critical performance attributes: the customer defines satisfaction --6. Mail or telephone survey? --7. Designing the questionnaire --8. Conducting the customer satisfaction survey --9. Analyzing results: qualitative research --10. Analyzing results: percentages and proportions --11. Analyzing results : statistical techniques --12. Integrating company information in the research process --13. Applying the results: how to improve satisfaction --14. Maintaining customer satisfaction: continuous improvement is not a luxury.
942			_2ddc _cBREF.
999			_c2358 _d2358