Web Survey Bibliography
The objective of this Master’s thesis project was to provide comprehensive suggestions that need to be thought over when constructing and distributing web surveys to collect international customer satisfaction information in a B2B environment.
The literature review was conducted on a particular set of topics pertaining to the research question. From the knowledge and insight drawn from the literature review, a framework was constructed. The framework was then tested with three open-ended interviews of qualitative nature.
The four different components linking with the research question are the choice of customer satisfaction survey method, survey template, survey distribution, and survey results. The survey method in itself is linked with the corporate objectives set for the survey process. It defines what the web survey is essentially used for, and what approach the overall template structure will possibly follow. The survey template considerations are linked with the survey method chosen, and provide the actual composition of the survey items. The survey template needs to consist of simple and precise questions, which leave little room for interpretation as well as are easily understandable. The third component in the web survey process, the actual distribution of the survey, offers many benefits to companies using it. The most crucial element in distributing and marketing effectively the survey to recipients is the cover letter. The cover letter needs to be written clearly, with personal touches, and in a short manner when it is sent out. The cover letter is an integral component in distinguishing the survey to the recipient base. Once the survey has been distributed, the results need to be analyzed. Customer satisfaction information needs to be used in ways that recognize its potential. Since the entire process centres on obtaining useable results that can then be analyzed into report form for management. These results should be compiled into a separate database that will help organisations to make quantitative measurements that will help to minimize the effect of personal interpretation. Once the results have been analyzed, the process starts over, adding to continuous process improvement.
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Web Survey Bibliography - Finland (25)
- The comparability of Don't Know answers between CATI and CAWI modes; 2013; Pohjanpaa, K., Jarvensivu, M.
- A mixed-mode survey tackling against an increasing rate of nonresponse; 2013; Jokinen, M.
- Mode Effects in Mixed-Mode Surveys: Prevention, Diagnostics, and Adjustment 1; 2013; de Leeuw, E. D., Dillman, D. A., Schouten, B.
- Choosing a Data Collection Approach: Mixed Mode Design Experiences in Statistics Finland; 2012; Taskinen, P., Kiianmaa, N.
- The Usage of a Cloud Service as an Effective Way of Sharing Cognitive and Usability Test Information; 2012; Rouhunkoski, J., Godenhjelm, P.
- Automatic Forwarding on Web Surveys – Some Outlines and Remarks; 2012; Selkaelae, A.
- Measuring risk online--feasibility of using FINDRISC in an online workplace survey; 2012; Gyberg, V., Hasson, D., Tuomilehto, J., Rydén, L.
- Open-ended questions in the context of temporary work research; 2011; Siponen, K.
- Testing a single mode vs a mixed mode design; 2011; Laaksonen, S.
- A mixed mode pilot on consumer barometer; 2011; Taskinen, P., Simpanen, M.
- Features of the Z-scoring method in graphical two-dimensional web surveys: the case of ZEF; 2011; Selkälä, A., Ronkainen, S., Alasaarela, E.
- Methodological and Ethical Dilemmas of Archiving Qualitative Data; 2010; Kuula, A.
- Asking Factual Knowledge Questions: Reliability in Web-Based, Passive Sampling Surveys ; 2009; Elo, K.
- Collecting Customer Satisfaction Data With Web Surveys; 2009; Vuorensola, L.
- Reducing Nonresponse by SMS Reminders in Mail Surveys; 2007; Virtanen, V., Sirkiä, T., Jokiranta, V.
- Fitting disposition codes to mobile phone surveys: experiences from studies in Finland, Slovenia and...; 2007; Callegaro, M., Buskirk, T. D., Vehovar, V., Kuusela, V., Piekarski, L., Steeh, C. G.
- Mobile Phones - Influence on Telephone Surveys; 2006; Kuusela, V., Vehovar, V., Callegaro, M.
- Trust, Identity, and the Effects of Voting Technologies on Voting Behavior; 2005; Oostveen, A. M., Besselaar, P.
- Web surveying academics in seven European countries: challenges encountered; 2005; Smeenk, S., van Selm, M., Eisinga, R.
- Survey Quality and Mobile Phones; 2005; Kuusela, V., Notkola, V.
- Egg Consumption Patterns and Salmonella Risk in Finland; 2004; Lievonen, S., Havulinna, A. S., Maijala, R.
- Mobile Phones as a Survey Tool; 2004; Vehovar, V., Callegaro, M., Kuusela, V.
- Calculating outcome rates for mobile phone surveys. A proposal of a modified AAPOR standard and its...; 2004; Callegaro, M., Buskirk, T. D., Piekarski, L., Kuusela, V., Vehovar, V., Steeh, C. G.
- E-voting: participation, turn out, and digital divide; 2004; Oostveen, A.-M., Besselaar, P.
- Effects of Mobile Phones on Telephone Survey Practice and Results; 2002; Kuusela, V., Simpanen, M.