Web Survey Bibliography
Title Examining Web vs. Paper Mode Effects In a Federal Government Customer Satisfaction Study
Access date 15.05.2004
Abstract Due to the Government Performance and Results Act (GPRA), a growing number of customer satisfaction studies have in-cluded customers of the Federal Government. While some customer satisfaction studies have examined the effects of paper vs. web-based surveys, few have used a sample consisting of Federal Government customers. The purpose of this paper is to report on differences between paper and web respondents involved in a study examining customer satisfaction with products and ser-vices provided by a Federal Government agency. In the spring of 2000, customers were mailed a paper survey but also given a web site address and instructions for completing the survey over the Internet. Of the 2,344 respondents, approximately 20% chose to use the Internet to respond. Using variables such as demographic information; job and workplace characteristics; and attitudes about customer service, timeliness, accuracy and consistency of information and procedures, problems experienced, and problem resolution, this paper answers the following three research questions: 1) Which variables best predict who used the web to respond? 2) What differences exist between web and paper respondents? 3) Using control variables, does mode of re-sponse remain important when predicting overall satisfaction?
Year of publication2001
Bibliographic typeConferences, workshops, tutorials, presentations
Web Survey Bibliography - Other (453)
- The effects of delivery mode upon survey response rate and perceived attitudes of Texas agri-science...; 2002; Fraze, S., Hardin, K., Brashears, T., Smith, J. H., Lockaby, J.
- Seeking legitimacy in online surveys; 2002; Jesdanun, A.
- Mode effects in a mail plus Internet designed census; 2002; Haraldsen, G., Dale, T., Dalheim, E., Stromme, H.
- Web Survey Say....; 2002; Anonymous
- BCE & AXA Overcome Access and Confidentiality Hurdles to Web Surveys; 2002; Anonymous
- Web based methodologies and techniques to monitor electronic resources use in university libraries; 2002; Civardi, M., Maffenini, W., Zavarrone, E.
- Employing a mixed-mode qualitative research method prior to conducting quantitative research; 2002; Metzler, D. P., Davis, P. C.
- Design of Web Survey Questionnaires: Three Basic Experiments; 2002; Lozar Manfreda, K., Batagelj, Z., Vehovar, V.
- Developing and validating an instrument for measuring user-perceived web quality; 2002; Aladwani, A. M., Palvia, P. C.
- Methods for Improving Compliance in Exposure Studies; 2002; Dimitropoulos, L., Thalji, L., Weibe, L.
- Web Surveys: The Effect of Controlling Survey Access using PIN Numbers; 2002; Heerwegh, D., Loosveldt, G.
- Context Effects in Web-Surveys; 2002; Reips, U. -D.
- Measuring web-based service quality; 2002; Li, Y. N., Tan, K. C., Xie, M.
- The market for electronic newspapers in the Arab world; 2002; AlShehri, F., Gunter, B.
- Collective action in the age of the Internet: Mass communication and online mobilization; 2002; Brunsting, S., Postmes, T.
- Perceptual differences of marketing journals: A worldwide perspective; 2002; Theoharakis, V., Hirst, A.
- Research note: Online journalism in the low countries - Basic, occupational and professional characteristics...; 2002; Deuze, M., Paulussen, S.
- The Use of Web-Based Surveys for Academic Research in the Field of Engineering; 2002; Roztocki, N., Morgan, S. D.
- Knowledge acquisition, navigation and eye movements from text and hypertext; 2001; Naumann, A., Waniek, J., Krems, J. F.
- A Comparison of Web-based and Paper-and-Pencil Library Satisfaction Survey Results; 2001; Perkins, G. H., Yuan, H.
- On-line student feedback: A pilot study ; 2001; Galbraith, L. B., Gee, P., Jennings, F., Riley, R.
- Online Data Collection With Special Populations Over the World Wide Web; 2001; Marcell, M. M., Falls, A. L.
- Reliability And Comparability Of Choice-Based Measures: Online and Paper-and-Pencil Methods of Administration...; 2001; Miller, T. W., Rake, D., Sumimoto, T., Hollman, P. S.
- Response Rates in Internet Surveys – Experiences from an Online Expert Survey into WAP for business...; 2001; Marcussen, C. H.
- Investigating Validity in Web Surveys; 2001; Satmetrix Systems
- Examining Web vs. Paper Mode Effects In a Federal Government Customer Satisfaction Study; 2001; Burr, M. A., Levin, K., Becher, A.
- Web survey design and administration; 2001; Couper, M. P., Traugott, M. W., Lamias, M. J.
- Internet Surveys: Timeliness of Data Collection and Individual Survey Period Length; 2001; Biffignandi, S., Pratesi, M.
- The potential and use of electronic mail technology for conducting surveys in South Africa: a case study...; 2001; Armour, R. J., Viljoen, M. F., Nell, W. T.
- Statistical significance, effect size, and replication: What do the journals say?; 2001; de Vaney, T. A.
- Recent Developments in Electronic Data Collection at the U.S. Census Bureau; 2001; Sedivi Gaul, B.
- Advantages of Conducting Employee Research on the Internet: A Case Study; 2000; Sparre, M., Steen, J.
- Academic articles on the Web: Reading patterns and formats; 2000; Rho, Y. J., Gedeon, T. D.
- Combining information from a web based survey and a telephone survey; 1999; Tjostheim, I., Solheim, I., Aldrin, M.
- Getting the most out of Web-based surveys; 1999; Ward, D.
- Superfund: Half the Sites Have All Cleanup Remedies in Place or Completed; 1999; GAO
- Tutorial: PERL, a psychologically efficient reformatting language; 1998; Schwartz, A.
- Using the Internet for natural resource research: results from an online user survey; 1998; Leung, Y. F.
- Web survey reveals tepid year 2000 plans; 1998; Anonymous
- CATI, CAPI and Web Interviews. Technology Convergence or Divergence?; 1998; MacKay, I.
- Program for surveillance of causes of death of dogs, using the Internet to survey small animal veterinarians...; 1998; Gobar, G. M., Case, J. T., Kass, P. H.
- Non Probability Sampling for WWW Surveys: A Comparison of Methods; 1998; Schillewaert, N., Langerak, F., Duhamel, T.
- Economic Data Collection Via the Web: A Census Bureau Case Study; 1998; Nichols, E. M., Sedivi, B.
- Web-based Survey Tools; 1998; Nusser, S. M., Thompson, D.
- Will Interviewers Become Redundent?; 1997; Gerrard, L.
- Web Surveys - The Professional Way; 1997; Kottler, R. E.
- Does $10 Equal $10? The Effect of Framing on the Impact of Incentives; 1997; Singer, E., Gebler, N., van Hoewyk, J., Brown, J.
- Conjoint Analysis of Public Preferences for Farmland Protection: An Interactive World Wide Web Survey...; 1996; Mackenzie, J. E., Mackenzie, E. O.
- The Prodigy Experiment in Using e-Mail for Tracking Public Opinion; 1995; Werner, J., Maisel, R., Robinson, K.