Web Survey Bibliography
Title Assessing customer satisfaction: How valid are the answers?
Author Lopata, R.
Year 2001
Access date 26.05.2004
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Presentation
Abstract Rachel Lopata from ORC International discusses the pro's and con's of assessing customer satisfaction online. Her presentation covers techniques for stimulating survey completion and discusses the reliability of the results. She will use work currently being carried out for the UK Hydrographics Office to illustrate how theory is applied in practice. * Techniques to assess customer satisfaction online. * Qualitative vs. quantitative research: which techniques give what results, how to assess and manage the outcome. * Understanding the mindset of the respondent: who completes customer satisfaction questionnaires, when and why? * Techniques to motivate customers to complete the survey: e-mail initiatives, panels and online communities.
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Year of publication2001
Bibliographic typeConferences, workshops, tutorials, presentations
Web survey bibliography - 2001 (57)
- Computer-assisted Self-interviewing over the Web: Criteria for Evaluating Survey Software with Reference...; 2001; Flatley, J.
- Creating a Web research guide: Collaboration between liaisons, faculty and students; 2001; Sugarman, T. S., Demetracopoulos, C.
- Questionnaire Pretesting Methods: Do Different Techniques and Different Organizations Produce Similar...; 2001; Rothgeb, J. M., Willis, G. B., Forsyth, B. H.
- Practical methods for sampling rare and mobile populations; 2001; Kalton, G.
- Recommended Standard Final Outcome Categories and Standard Definitions of Response Rate for Social Surveys...; 2001; Lynn, P., Beerten, R., Laiho, J., Martin, J.
- Visual Analog Scales: Do they have a role in the measurement of preferences for health states?; 2001; Torrance, G. W., Feeny, D., Furlong, W.
- Trends in household survey nonresponse: A longitudinal and international comparison; 2001; de Leeuw, E. D., de Heer, W.
- The construction of attitudes; 2001; Schwarz, N., Bohnerd, G.
- Subscale distance and item clustering effects in self-administered surveys: A new metric; 2001; Bradlow, E. T., Fitzsimons, G. J.
- On the use of college students in social science research: Insights from a second‐order meta&#...; 2001; Peterson, R. A.
- Introduction to behavioral research on the internet; 2001; Birnbaum, M. H.
- Experiments on column width spacing in the University of Michigan Student Life Survey; 2001; Boyd, C. J., McCabe, S. E., Couper, M. P., Crawford, S. D.
- Building an alternative response process model for business surveys; 2001; Willimack, D. K., Nichols, E. M.
- Ethische Dimensionen der Online-Forschung; 2001; Dzeyk, W.
- Panel Bias from Attrition and Conditioning: A Case Study of the Knowledge Networks Panel; 2001; Clinton, J. D.
- Web experiment on colour harmony principles applied to computer user interface design; 2001; Laugwitz, B.
- Knowledge acquisition, navigation and eye movements from text and hypertext; 2001; Naumann, A., Waniek, J., Krems, J. F.
- Score Reliability in Web or Internet-Based Surveys: Unnumbered Graphic Rating Scales versus Likert-Type...; 2001; Cook, C., Heath, F., Thompson, R. L., Thompson, B.
- On-line student feedback: A pilot study ; 2001; Galbraith, L. B., Gee, P., Jennings, F., Riley, R.
- Comparing Two Survey Research Approaches: E-Mail and Web-Based Technology versus Traditional Mail ; 2001; Howes, C. M., Mailloux, M. R.
- Literature Review of Web and E-mail Surveys, Chapter III; 2001; Schonlau, M., Fricker, R. D., Elliot, M. N.
- Over the Net. Taking advantage of the Internet in radio measurement; 2001; Cohen, E., O'Hare, B., Jones, L.
- Platform-dependent biases in Online Research: Do Mac users really think different?; 2001; Buchanan, T., Reips, U.-D.
- Documentation for 2001 Winter Internet Survey; 2001; Alvarez, M. R., Sherman, R.
- Using touch screen audio-CASI to obtain data on sensitive topics; 2001; Cooley, P. C., Rogers, S. M., Al-Tayyib, A. A., Ganapathi, L. F., Willis, G. B., Turner, C. F.
- When money doesn't talk; 2001; Funk, S., McCallum-Keeler, G.
- Reaching IT professionals: online vs. telephone interviewing; 2001; Van Houten, B.
- A comparison of Internet and mail survey methodologies; 2001; Medlin, B., Whitten, D.
- Qualitatively Speaking: Online focus groups are no substitute for the real thing; 2001; Greenbaum, T.
- Designing a questionnaire that dives beneath the surface; 2001; Humphreys, G., McNeish, J.
- Online focus group FAQs; 2001; Zinchiak, M.
- Telephone Survey Methodology; 2001; Groves, R. M., Biemer, P. P., Lyberg, L. E., Massey, J. T., Nicholls II, W. L., Waksberg, J.
- In the flesh or online? Exploring qualitative research methodologies; 2001; Seymour, W. S.
- Comparing Random Digit Dial Surveys With Web Surveys: The Case Of Health Care Consumers In California...; 2001; Berry, S., Zapert, K., Payne, S., Payne, L., Sanstad, K., Marcus, S., Spranca, M., Kan, H., Turner,...
- Analysis of Internet Users' Level of Online Privacy Concerns; 2001; O'Neil, D.
- Financial Incentives, Personal Information and Drop-Out in Online Studies; 2001; Frick, A., Bachtiger, M. T., Reips, U.-D.
- Survey Nonresponse; 2001; Groves, R. M., Dillman, D. A., Eltinge, J. L.
- Web survey errors; 2001; Lozar Manfreda, K.
- Testing an Internet Response Option for the American Community Survey; 2001; Griffin, D. H., Fischer, D. P., Morgan, M. T.
- Successful online qualitative market research; 2001; Bradford, D. P.
- From telephone to the Web; 2001; Stone, B.
- Best practices for online survey research; 2001; Dimetrosky, S., Khawaja, S., Degens, P.
- Scandinavia Leading Europe's Broadband Revolution; 2001; Anonymous
- Human factors in business-to-business research over the internet; 2001; Culkin, N., Brown, Js., Fletcher, J.
- Going Global: Issues in Applying Internet; 2001; Bauman, S., Jobity, N., Wilson, D., Atak, H., Deis, M., Airey, J.
- Experimental comparison of Web, electronic and mail survey technologies in operations management; 2001; Klassen, R. D., Jacobs, J.
- An Assessment of the Generalizability of Internet Surveys; 2001; Best, S. J., Krueger, B. S., Hubbard, C., Smith, A. J.
- Web survey design and administration; 2001; Couper, M. P., Traugott, M. W., Lamias, M. J.
- The record of internet-based opinion polls in predicting the results of 72 races in the November 2000...; 2001; Taylor, H., Bremer, J., Overmeyer, C., Siegel, J. W., Terhanian, G.
- Using Internet polling to forecast the 2000 elections; 2001; Terhanian, G., Taylor, H., Bremer, J., Overmeyer, C., Siegel, J. W.