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This book offers unprecedented insight into the analysis of customer satisfaction data, providing an in-depth look at customer satisfaction research, including a comprehensive overview of sophisticated techniques, interpretation, and presentation of results. Written by industry leaders with years of experience, this book offers a step-by-step approach to customer loyalty research in an advanced yet understandable format. Actual industry examples are included that illustrate how techniques were applied, the results interpreted, and how business decisions were effected.

Table of Contents

1. The Historical Roots of Customer Satisfaction Research
2. Instrumentation and Scale Research
3. Preparing Customer Satisfaction Data
4. Analysis Framework for Customer Satisfaction Data
5. Dependence Models: Toward Relative Importance
6. Exploratory Data Analysis and Problems in Regression Analysis
7. Casual Modeling: Multiple Dependencies in Path Analysis
8. Interdependence Models: The Dimensionality of Satisfaction
9. Structural Equations with Latent Variables