Customer satisfaction measurement simplified : a step-by-step guide for ISO 9001:2000 certification - Vavra, Terry G. (Milwaukee, Wis. : ASQ Quality Press, 2002)
Book accompanied by one CD, entitled'Customer satisfaction measurement simplified' bearing the same call number available at Bahagian Koleksi Media.
Includes bibliographical references (p. 297-300) and index.
Keywords: Consumer satisfaction -- Statistical methods; Questionnaires; ISO 9000 Series Standards -- Handbooks, manuals, etc