FD X07-050

FD X07-050

April 2003
Published document Cancelled

Metrology of immateriality - Measurement of expectaction and perception - Recommendations for the control of expectation and perception measurements and their reliability

Le présent document fournit une méthodologie et des recommandations pour la conduite d'enquêtes visant à connaître les attentes et les perceptions des individus. Cela depuis la définition des objectifs jusqu'à l'utilisation des résultats.

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Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

April 2003

Number of pages

22 p.

Reference

FD X07-050

ICS Codes

03.120.10   Quality management and quality assurance
17.020   Metrology and measurement in general

Classification index

X07-050

Print number

1 - 07/04/2003
Sumary
Metrology of immateriality - Measurement of expectaction and perception - Recommendations for the control of expectation and perception measurements and their reliability

Le présent document fournit une méthodologie et des recommandations pour la conduite d'enquêtes visant à connaître les attentes et les perceptions des individus. Cela depuis la définition des objectifs jusqu'à l'utilisation des résultats.
Table of contents
  • Introduction
    4
  • 1 Domaine d'application
    5
  • 2 Références normatives
    6
  • 3 Termes et définitions
    6
  • 4 Clarification des concepts d'attente, de perception et de satisfaction
    7
  • 4.1 Les attentes
    7
  • 4.2 La perception
    8
  • 4.3 La satisfaction
    8
  • 5 Pourquoi voulons- nous mesurer ? (utilité)
    9
  • 5.1 Nécessité d'un objectif défini
    9
  • 5.2 Modes de réalisation
    10
  • 6 Que voulons-nous mesurer ? (objet et validité)
    11
  • 6.1 Objectifs et précautions
    11
  • 6.2 Définir avant de mesurer
    11
  • 6.3 Déterminer le type de mesure que l'on souhaite obtenir
    11
  • 6.4 Modes de réalisation
    12
  • 7 Comment allons-nous mesurer ? (fiabilité)
    12
  • 7.1 La phase exploratoire : approche qualitative
    12
  • 7.2 L'étude
    13
  • 7.3 La communication des résultats
    18
  • Annexe A (informative) Intervalle de confiance (marge d'erreur) d'un sondage
    19
  • Bibliographie
    22
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