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?
Bibliographic typeConferences, workshops, tutorials, presentations
Year of publication2001
Web Survey Bibliography - Levin, K. (12)
- Multi-Mode Survey Administration: Does Offering Multiple Modes at Once Depress Response Rates?; 2013; Newsome, J., Levin, K., Langetieg, P., Vigil, M., Sebastiani, M.
- Best Approaches to Mode Order and Non-response Prompting in a Multi-Mode Survey; 2012; Newsome, J., Levin, K., Schafer, B., Vigil, M., Liu, W.
- Boosting Response Rates: Are There Optimal Times to Email Respondents?; 2007; Bennett-Harper, S., O'Brien, J., Levin, K., Davis, B., Shipp, S., Campbell, S., Sienkiewicz, R.
- Boosting Response Rates: Are There Optimal Times to E-mail Respondents?; 2006; Wood, E. W., O'Brien, J., Levin, K., Heller, T. H.
- The Impact of Follow-up Contacts od Survey Data and Response Rates; 2005; Westin, E., Harmon, M., Levin, K.
- Does Type of Pre-Notification Affect Web Survey Response Rates?; 2005; Harmon, M., Westin, E., Levin, K.
- Web, Mail, and Mixed-mode Data Collection in a Survey of Advanced Technology Program Applicants; 2004; Kerwin, J., Brick, P. D., Levin, K., Cantor, D., O'Brien, J., Campbell, S., Shipp, S., Wang, A.
- Comparison of Web, Mail, and Mixed-Mode Data Collection Methods in a Survey of R&D Funding; 2004; Brick, P. D., Kerwin, J., Levin, K., Cantor, D., O'Brien, J., Wang, A., Campbell, S., Shipp, S.
- Effects of sponsor identity and perceived data security on response rates and data quality; 2003; Davis, B., Levin, K., O'Brien, J., Wang, A., Gordon, A., Shipp, S.
- Examining Item Non-Response in a Mixed Mode Customer Satisfaction Study; 2002; Burr, M. A., Famolaro, T., Levin, K.
- Mode And Incentive Effects On Aspects Of Survey Administration And Data Quality; 2001; O’Brien, J. E., Levin, K., Hagerty, T., Greenlees, J. B., Saxon-Harrold, S. K. E., Kirsch, A....
- Examining Web vs. Paper Mode Effects In a Federal Government Customer Satisfaction Study; 2001; Burr, M. A., Levin, K., Becher, A.