Customer Satisfaction Measurement on the Internet PDF Download

Author: Katja Hofmaier
Publisher: diplom.de
ISBN: 3832415807
Category : Business & Economics
Languages : en
Pages : 106

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Book Description
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 [...]

Author: Robert Cudeck
Publisher: Routledge
ISBN: 113559404X
Category : Business & Economics
Languages : en
Pages : 401

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Book Description
Factor analysis is one of the success stories of statistics in the social sciences. The reason for its wide appeal is that it provides a way to investigate latent variables, the fundamental traits and concepts in the study of individual differences. Because of its importance, a conference was held to mark the centennial of the publication of Charles Spearman's seminal 1904 article which introduced the major elements of this invaluable statistical tool. This book evolved from that conference. It provides a retrospective look at major issues and developments as well as a prospective view of future directions in factor analysis and related methods. In so doing, it demonstrates how and why factor analysis is considered to be one of the methodological pillars of behavioral research. Featuring an outstanding collection of contributors, this volume offers unique insights on factor analysis and its related methods. Several chapters have a clear historical perspective, while others present new ideas along with historical summaries. In addition, the book reviews some of the extensions of factor analysis to such techniques as latent growth curve models, models for categorical data, and structural equation models. Factor Analysis at 100 will appeal to graduate students and researchers in the behavioral, social, health, and biological sciences who use this technique in their research. A basic knowledge of factor analysis is required and a working knowledge of linear algebra is helpful.

Author: Roger E Millsap
Publisher: SAGE
ISBN: 144620667X
Category : Psychology
Languages : en
Pages : 801

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Book Description
`I often... wonder to myself whether the field needs another book, handbook, or encyclopedia on this topic. In this case I think that the answer is truly yes. The handbook is well focused on important issues in the field, and the chapters are written by recognized authorities in their fields. The book should appeal to anyone who wants an understanding of important topics that frequently go uncovered in graduate education in psychology′ - David C Howell, Professor Emeritus, University of Vermont Quantitative psychology is arguably one of the oldest disciplines within the field of psychology and nearly all psychologists are exposed to quantitative psychology in some form. While textbooks in statistics, research methods and psychological measurement exist, none offer a unified treatment of quantitative psychology. The SAGE Handbook of Quantitative Methods in Psychology does just that. Each chapter covers a methodological topic with equal attention paid to established theory and the challenges facing methodologists as they address new research questions using that particular methodology. The reader will come away from each chapter with a greater understanding of the methodology being addressed as well as an understanding of the directions for future developments within that methodological area. Drawing on a global scholarship, the Handbook is divided into seven parts: Part One: Design and Inference: addresses issues in the inference of causal relations from experimental and non-experimental research, along with the design of true experiments and quasi-experiments, and the problem of missing data due to various influences such as attrition or non-compliance. Part Two: Measurement Theory: begins with a chapter on classical test theory, followed by the common factor analysis model as a model for psychological measurement. The models for continuous latent variables in item-response theory are covered next, followed by a chapter on discrete latent variable models as represented in latent class analysis. Part Three: Scaling Methods: covers metric and non-metric scaling methods as developed in multidimensional scaling, followed by consideration of the scaling of discrete measures as found in dual scaling and correspondence analysis. Models for preference data such as those found in random utility theory are covered next. Part Four: Data Analysis: includes chapters on regression models, categorical data analysis, multilevel or hierarchical models, resampling methods, robust data analysis, meta-analysis, Bayesian data analysis, and cluster analysis. Part Five: Structural Equation Models: addresses topics in general structural equation modeling, nonlinear structural equation models, mixture models, and multilevel structural equation models. Part Six: Longitudinal Models: covers the analysis of longitudinal data via mixed modeling, time series analysis and event history analysis. Part Seven: Specialized Models: covers specific topics including the analysis of neuro-imaging data and functional data-analysis.

Author: Randall E. Schumacker
Publisher: Routledge
ISBN: 1351562630
Category : Psychology
Languages : en
Pages : 276

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Book Description
This volume provides a comprehensive presentation of the various procedures currently available for testing interaction and nonlinear effects in structural equation modeling. By focusing on various software applications, the reader should quickly be able to incorporate one of the procedures into testing interaction or nonlinear effects in their own model. Although every attempt is made to keep mathematical details to a minimum, it is assumed that the reader has mastered the equivalent of a graduate-level multivariate statistics course which includes adequate coverage of structural equation modeling. This book will be of interest to researchers and practitioners in education and the social sciences.

Author:
Publisher: Elsevier
ISBN: 0080471269
Category : Mathematics
Languages : en
Pages : 458

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Book Description
This Handbook covers latent variable models, which are a flexible class of models for modeling multivariate data to explore relationships among observed and latent variables. - Covers a wide class of important models - Models and statistical methods described provide tools for analyzing a wide spectrum of complicated data - Includes illustrative examples with real data sets from business, education, medicine, public health and sociology. - Demonstrates the use of a wide variety of statistical, computational, and mathematical techniques.

Author: Judea Pearl
Publisher: Cambridge University Press
ISBN: 052189560X
Category : Computers
Languages : en
Pages : 487

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Book Description
Causality offers the first comprehensive coverage of causal analysis in many sciences, including recent advances using graphical methods. Pearl presents a unified account of the probabilistic, manipulative, counterfactual and structural approaches to causation, and devises simple mathematical tools for analyzing the relationships between causal connections, statistical associations, actions and observations. The book will open the way for including causal analysis in the standard curriculum of statistics, artificial intelligence ...

Author: C.R. Rao
Publisher: Elsevier
ISBN: 0444521038
Category : Mathematics
Languages : en
Pages : 1191

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Book Description
This volume, representing a compilation of authoritative reviews on a multitude of uses of statistics in epidemiology and medical statistics written by internationally renowned experts, is addressed to statisticians working in biomedical and epidemiological fields who use statistical and quantitative methods in their work. While the use of statistics in these fields has a long and rich history, explosive growth of science in general and clinical and epidemiological sciences in particular have gone through a see of change, spawning the development of new methods and innovative adaptations of standard methods. Since the literature is highly scattered, the Editors have undertaken this humble exercise to document a representative collection of topics of broad interest to diverse users. The volume spans a cross section of standard topics oriented toward users in the current evolving field, as well as special topics in much need which have more recent origins. This volume was prepared especially keeping the applied statisticians in mind, emphasizing applications-oriented methods and techniques, including references to appropriate software when relevant. The contributors are internationally renowned experts in their respective areas. This volume addresses emerging statistical challenges in epidemiological, biomedical, and pharmaceutical research. It features: methods for assessing Biomarkers, analysis of competing risks; clinical trials including sequential and group sequential, crossover designs, cluster randomized, and adaptive designs; and, structural equations modelling and longitudinal data analysis.

Author: Claire Hewson
Publisher: SAGE
ISBN: 1473944058
Category : Social Science
Languages : en
Pages : 233

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Book Description
The internet is a compelling tool for research, enabling efficient, cost-effective data collection and facilitating access to large samples and new populations. This book presents a state-of-the-art guide to the internet as a tool for conducting research in the social and behavioural sciences using qualitative, quantitative and mixed methods approaches. New to this edition: Fully re-written to reflect the emergence of Web 2.0 technologies Expanded coverage of web surveys for data collection Unobtrusive methods to harvest data from online archives and documents New practical tools and resources, where to find them, and how to keep up-to-date with new developments as they emerge New chapter on research ethics and discussion of ethical practicalities throughout Guiding the reader through the theoretical, ethical and practical issues of using the internet in research, this is an essential resource for researchers wishing to assess how the latest techniques, tools and methods in internet-mediated research may support and expand research in their own field.

Author: David V. Day
Publisher: SAGE
ISBN: 1412980208
Category : Business & Economics
Languages : en
Pages : 609

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Book Description
Written by a team of leading experts in leadership studies, The Nature of Leadership provides compelling answers to the most vexing questions surrounding leadership: Is leadership measurable? Are there traits that reliably distinguish leaders from nonleaders? Does the situation matter? Are there differences in women′s and men′s leadership styles? Is ethical leadership effective leadership? Are elements of leadership culturally bounded whereas other elements are universal? Does vision really matter? Can leadership be developed? The new volume includes 16 chapters divided into five parts: Introduction, Leadership: Science, Nature, and Nurture; The Major Schools of Leadership; Special Topics in Leadership; and Conclusion. Topical coverage within these parts include research methods, leader and leadership development, evolutionary and biological perspectives of leadership, individual differences, situational and contingency theories, transformational, charismatic, and shared leadership, followership, gender, identity, culture, and ethics.

Author: Jürgen Klüver
Publisher: Springer Science & Business Media
ISBN: 9401595704
Category : Philosophy
Languages : en
Pages : 297

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Book Description
When I started with this book several years ago I originally intended to write an introduction to mathematical systems theory for social scientists. Yet the more I thought about systems theory on the one side and theoretical sociology on the other the more I became convinced that the classical mathematical tools are not very well suited for the problems of sociology. Then I became acquainted with the researches on complex systems by the Santa Fe Institute and in particular with cellular automata, Boolean networks and genetic algorithms. These mathematically very simple but extremely efficient tools are, in my opinion, very well appropriate for modeling social dynamics. Therefore I tried to reformulate several classical problems of theoretical sociology in terms of these formal systems and outline new possibilities for a mathematical sociology which is able to join immediately on the great traditions of theoretical sociology. The result is this book; whether I succeeded with it is of course up to the readers. As the readers will perceive, the book could not have been written by me alone but only by the joint labors of the computer group at the Interdisciplinary Center of Research in Higher Education at the University of Essen. The members of the group, Christina Stoica, Jom Schmidt and Ralph Kier, are named in several subchapters as co-authors. Yet even more important than their contributions to this book were the permanent discussions with them and their patience with my new and very speculative ideas. Many thanks.