Vavra, Terry G. <br/><br/>
Customer satisfaction measurement simplified :  a step-by-step guide for ISO 9001:2000 certification / 
by Terry G. Vavra. 
 - Milwaukee, Wis. :  ASQ Quality Press,  2002. 
 - xx, 307 p. :  ill. ;  24 cm. +  1 computer optical disc (4 3/4 in.). 
<br/><br/> Book accompanied by one CD, entitled'Customer satisfaction measurement simplified' bearing the same call number available at Bahagian Koleksi Media. 
<br/><br/>Includes bibliographical references (p. 297-300) and index. 
<br/><br/><label>ISBN: </label>0873895002 (alk. paper)  RM160.80 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction--Statistical methods.<br/>Questionnaires.<br/>ISO 9000 Series Standards--Handbooks, manuals, etc.