QS-1000 vs. comment cards: A Study of measurement effectiveness

Show full item record

Redirect: RIT Scholars content from RIT Digital Media Library has moved from http://ritdml.rit.edu/handle/1850/12338 to RIT Scholar Works http://scholarworks.rit.edu/theses/7437, please update your feeds & links!
Title: QS-1000 vs. comment cards: A Study of measurement effectiveness
Author: Baker, Jennifer
Abstract: This study is a comparison of typical customer comment cards in comparison to the QS-1000 survey computer. Each of these instruments can be used to gather data from customers regarding their opinions on service. As compettion throughout the service industry increases, the need for businesses to obtain data from their customers is more significant. Service organizations must also find ways to gather this data at a relatively low cost to themselves. Each of the above survey tools will enable an organization to collect data from customers. The study details collection from two samples and concludes on which is more effective in the areas of readability of data, ease of use, and accuracy. The study went about collecting data by surveying two samples and cross referencing the data obtained. This enabled the survey manager an opportunity to discuss with customers their opinions of each method. It also allowed for some conclusions to be made as stated above. The QS-1000 was seen as the more effective method due to the ease of analysis as well as the ease of use to both the organization and its customers.
Record URI: http://hdl.handle.net/1850/12338
Date: 1997

Files in this item

Files Size Format View
JBakerThesis05-1997.pdf 1.366Mb PDF View/Open

The following license files are associated with this item:

This item appears in the following Collection(s)

Show full item record

Search RIT DML

Advanced Search