Customer survey is one of the toughest and mind boggling task many fear doing, especially those who provide services to customers. There have been debates on the best method to be used in ensuring that the survey is accurate. Different methods have been proposed concerning the accuracy of some of the methods used, and no proper consensus reached on the method to use. Different business uses different methods, but in the recent past many surveys have been done using the Likert Scale Questionnaire Method. This technique has been found to boost the level of accuracy because it is a psychometric tool. Likert Scale measures attitudes, beliefs, and opinions by allowing those surveyed to indicate their degree of agreement or disagreement in a multiple choice formats (Likert, 1932). Even though very difficult to construct, there have been positive comments about its accuracy. Likert Scaling is also praised on its ease with data interpretation and computing (LaMarca, 2011), making Likert Scaling the best option to be used by many businesses trying to find out what the customers think of their operation. With all talks and debates about Likert Scaling, it is important to see how it is used in a survey by analyzing how to construct its can be properly constructed.
Any survey involving Likert Scaling should start with main theme formulation. For example, what the survey is trying to find. A well formulated theme will help in formulating good question for the survey (Allen and Seaman, 2007). For example, one want to find what the customer feels about their service delivery, the survey question should be formulated towards this theme. The theme is not stated, but from reading the set of question asked one can tell the intention of ...
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...ngly agree
4. Are you satisfied with the availability of equipment in this clinic o Very poor o Poor o Adequate o Well o Very well
5. How do you rate the overall performance of the clinic o Very poor o Poor o Adequate o Satisfactory o Very satisfactory
Works Cited
Allen, Elaine, and Seaman, Christopher (2007). "Likert Scales and Data Analyses". Quality
Progress 2007, 64-65
Boone, Harry Jnr (2012). Analyzing Likert Data. Journal of Extension. Morgantown, West
Virginia. 2; 50, 20-26. Retrieved on 10th April, 2014 from http://www.joe.org/joe/2012april/pdf/JOE_v50_2tt2.pdf
LaMarca, Nicole (2011). The Likert Scale, Advantages, and Disadvantages. Field Research on
Organizational Psychology. Retrieved on 10th April, 2014 from http://psyc450.wordpress.com/2011/12/05/the-likert-scale-advantages-and-disadvantages/
Likert, R. (1932). A Technique for The Measu
What are the beneficial or negative results (e.g. financially, environmentally and socially) to California by having a HSR train?
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The above questions are open-ended to enable the participants provide all-inclusive answers. Furthermore, systematic approach will be used in obtaining the required customer sample, which is 15 customers in this case. The customers will be randomly selected, whereby every 3rd customer will be asked to fill-in the questionnaire. The technique of systematic sampling was selected to ensure equal representation and accuracy of results by preventing biasness. In addition, ethical concerns will be considered. The representatives would be informed that their private identity will be concealed and that the study is entirely for the company. The representatives are also at liberty to withdraw from the study and will be provided with a written consent outlining the reasons for the survey.
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...d for consent to proceed with the study. The participants were given thorough instructions that at any during the survey you can withdrawal your participation in the research, and that this is to benefit research to society. Participation is this survey was voluntary was emphasized. Participants were told that the surveys should take no longer than fifteen minutes and the personal information will remain confidential their results may be shared, but for research purposes only. The questionnaire will have a demographic sheet and a 50 item questionnaire divided into two sections. One part has a four point Likert scale (0= Almost Never, 1=Sometimes, 2= Often, 3 =Almost Always) and the other part is a selection of A or B. It was also reiterated that the participants had the right to withdraw from the research study at any time; there will be no consequences or penalty.
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