STATISTICAL ANALYSIS OF A QUESTIONNAIRE OF CUSTOMER SATISFACTION WITH PRODUCTS AND SERVICES

Quality is a judgment by customers or users of a product or service. It is the measure, which the customers or users believe the product or service surpasses their needs and expectations. A questionnaire is one from several appropriate tools how to find attitudes of customers to quality of products and services. Measuring scales are the tools of transformation the attitudes of customers from a verbal to a numeric form. This paper deals with some statistical methods that are appropriate to evaluating statistics, parameters, and coefficients. Measures of central tendency and variability of the customer satisfaction, indices of reliability and validity of the questionnaire used by using the basic statistical methods, analysis of variance and factor analysis are presented. An example of the evaluation of a simple questionnaire is presented.