Web Survey Bibliography
Title Examining Item Non-Response in a Mixed Mode Customer Satisfaction Study
Access date 21.04.2004
Abstract The purpose of this paper is to report on item non-response differences in a customer satisfaction study using a mixed mode design with choice of completion method. In the spring of 2001, customers of a Federal Government agency were mailed a paper survey but also given a web site address and instructions for completing the survey over the Internet. Of the 2,231 respondents, 23% (n=515) chose to use the Internet to respond. A preliminary comparison shows a significantly higher proportion of web respondents than paper respondents skipped the close-ended items while a significantly higher proportion of paper respondents skipped the open-ended questions. In addition to examining the relationship between mode and item non-response, the data will also be analyzed to determine whether mode is an important predictor of non-response when taking control variables into consideration. The results will show whether mode or other factors such as respondent demographics, department with which the customer does business, and/or customer attitudes and experiences best predict item non-response for both close and open-ended questions.
Year of publication2002
Bibliographic typeConferences, workshops, tutorials, presentations
Web Survey Bibliography - The American Association for Public Opinion Research (AAPOR) 57th Annual Conference, 2002 (35)
- Navigating the Rapids of Change: Some Observations on Survey Methodology in the Early 21st Century; 2002; Dillman, D. A.
- Civic Engagement, Social Trust, and Online Deliberation; 2002; Goldthwaite, D., Price, V., Cappella, J. N.
- A Mixed-mode Internet and Telephone Survey in a Technology-rich Environment; 2002; Marton, K., Sumartojo, R. Kosicki, G. M., Horner, L. R.
- Comparison of Response Rates and Quality of Response in a Survey Conducted by Mail, Email and Web; 2002; Lesser, V. M., Newton, L.
- Face-to-Face vs. Web-enabled Panel Interviews on Magazine Reading: A Mode Comparison; 2002; Mattlin, J.
- Internet-based Survey Research in the U.S. Navy; 2002; Olmsted, M. G.
- Statistical Data Validation in Web Instruments:An Empirical Study; 2002; Peytchev, A., Petrova, E.A.
- Transitioning Phone and Mail Studies to an Online Venue: Factors for Consideration; 2002; Park, J. M., Collier, D.
- U.S. Army Web-based, Internet Surveys; 2002; Lynn, M.
- U. S. Air Force Surveys; 2002; Hamilton, C. H., Datko, L. M., Bell, J.
- A Computer Tool that Helps Survey Methodologists Improve the Comprehensibility of Questions; 2002; Graesser, A., Karnavat, A., Daniel, K. F., Cooper, E., Cai, Z., Whitten, S., Louwerse, M., Bartlett,...
- Using the Internet to Reach an Elite Population: What Works, What Doesn't?; 2002; Grigorian, K. H., Rosenlund, A., Sokolowski, J.
- Combining Online and CATI Data Collection Techniques With Web-Based Reporting to Measurably Improve...; 2002; Feld, K. G., Stone, W. K.
- Triangulation: Three Modes Measuring HIV-Related Knowledge and Stigma in the U.S; 2002; Fichtner, R., Knight, S., Lentine, D.
- Navigation Patterns in Web Surveys; 2002; Ramirez, C. M.
- Why Internet Samples Are Inherently Biased; 2002; Neustadtl, A., Kestnbaum, M., Robinson, J. P.
- Methods for Improving Compliance in Exposure Studies; 2002; Dimitropoulos, L., Thalji, L., Weibe, L.
- The Impact of Privacy and Security Concerns on the Willingness to Provide Sensitive Information about...; 2002; Aoki, K., Elasmar, M. G.
- Mode-Effects in Web Surveys?; 2002; Bandilla, W., Bosnjak, M.
- The Prospects for Electronic Mail Surveys; 2002; Groussett, R., Fournier, A., Kalinowski, L., Best, S. J.
- Prepaid and Promised Incentives in Web Surveys: An Experiment; 2002; Bosnjak, M., Tuten, T. L.
- A Nonresponse Analysis of a Mail-Web Mode Comparison; 2002; Boyd, C. J., Crawford, S. D., McCabe, S. E., Couper, M. P.
- An Experimental Comparison of Knowledge Networks and The GSS; 2002; Bradburn, N. M.
- Examining Item Non-Response in a Mixed Mode Customer Satisfaction Study; 2002; Burr, M. A., Famolaro, T., Levin, K.
- Web Survey Nonresponse Among Military Members; 2002; Caplan, J. R.
- Comparing Self-administered Computer Surveys and Auditory Interviews: An Experiment; 2002; Chang, L. C., Krosnick, J. A.
- Paper and Pencil versus Web Survey. Measurement Effects and Mode Differences; 2002; Fuchs, M.
- Usability Testing of Web Data Collection Instruments; 2002; Thalji, L., Antunes, M. J., Wiebe, E. F.
- Nonresponse Error and Mode Effects in the Web-Enabled Survey on Civic Attitudes and Behaviors after...; 2002; Thalji, L., Langer, M., Pulliam, P., Wiebe, E. F.
- Not Sure About "Don't Know"?: Effects of Response Choice in Mixed Mode Surveys; 2002; Terhanian, G., Thomas, R. K., Bremer, J., Smith, R.
- More Is Not Necessarily Better: Effects of Response Categories on Measurement Stability and Validity; 2002; Thomas, R. K., Uldall, B. R., Krosnick, J. A.
- A Web-based Experiment to Evaluate the Effectiveness of Vaccine Information Sheets; 2002; Turner, A., Thalji, L., Wagers, R., Laird, G., Heaps, W.
- Reliability and Validity of Web-based Surveys: Effects of Response Modality, Item Format, and Number...; 2002; Uldall, B. R., Thomas, R. K., Krosnick, J. A.
- Mode Effect in Web Surveys; 2002; Vehovar, V., Lozar Manfreda, K.
- Characteristics of Respondents to a Web Survey of the General Public; 2002; Tarnai, J., Thom, A.