1. Copyright © 2000 by Harcourt, Inc. All rights reserved. Business Research Methods William G. Zikmund Chapter 15: Questionnaire Design

2. Copyright © 2000 by Harcourt, Inc. All rights reserved. Copyright © 2000 by Harcourt, Inc. All rights reserved. Requests for permission to make copies of any part of the work should be mailed to the following address: Permissions Department, Harcourt, Inc., 6277 Sea Harbor Drive, Orlando, Florida 32887-6777.

3. Copyright © 2000 by Harcourt, Inc. All rights reserved. “It is not every question that deserves an answer.” Publilius Syrus (Roman,1st century B.C.)

4. Copyright © 2000 by Harcourt, Inc. All rights reserved. A QUESTIONNAIRE IS ONLY AS GOOD AS THE QUESTIONS IT ASKS

5. Copyright © 2000 by Harcourt, Inc. All rights reserved. A GOOD QUESTIONNAIRE APPEARS AS EASY TO COMPOSE AS DOES A GOOD POEM BUT IT IS USUALLY THE RESULT OF LONG, PAINSTAKING WORK

6. Copyright © 2000 by Harcourt, Inc. All rights reserved. The Major Decisions in Questionnaire Design 1. What should be asked? 2. How should each question be phrased? 3. In what sequence should the questions be arranged? 4. What questionnaire layout will best serve the research objectives? 5. How should the questionnaire be pretested? Does the questionnaire need to be revised?

7. Copyright © 2000 by Harcourt, Inc. All rights reserved. WHAT SHOULD BE ASKED? QUESTIONNAIRE RELEVANCE QUESTIONNAIRE ACCURACY

8. Copyright © 2000 by Harcourt, Inc. All rights reserved. PHRASING QUESTIONS OPEN-ENDED RESPONSES FIXED-ALTERNATIVE QUESTIONS

9. Copyright © 2000 by Harcourt, Inc. All rights reserved. StructuredUnstructured Undisguised Disguised Example: Typical descriptive survey with straight-forward, structured questions. Example: Survey with open-ended questions to discover “new” answers or focus group interview. Example: Survey interview to measure brand A’s image versus competitive brands’ images or brand recall (unaided recall). Example: Projection techniques used mostly for exploratory research. Classifying Surveys by Degree of Structure and Degree of Disguise

10. Copyright © 2000 by Harcourt, Inc. All rights reserved. DEVELOPING A QUESTIONNAIRE NO HARD OR FAST RULES ONLY GUIDELINES

11. Copyright © 2000 by Harcourt, Inc. All rights reserved. Avoid complexity - use simple, conversational language Avoid leading and loaded questions Avoid ambiguity - be as specific as possible Avoid double-barreled items Avoid making assumptions Avoid burdensome questions

12. Copyright © 2000 by Harcourt, Inc. All rights reserved. The Major Decisions in Questionnaire Design 1. What should be asked? 2. How should each question be phrased? 3. In what sequence should the questions be arranged? 4. What questionnaire layout will best serve the research objectives? 5. How should the questionnaire be pretested? Does the questionnaire need to be revised?

13. Copyright © 2000 by Harcourt, Inc. All rights reserved. Avoid complexity - use simple, conversational language Avoid leading and loaded questions Avoid ambiguity - be as specific as possible Avoid double-barreled items Avoid making assumptions Avoid burdensome questions

14. Copyright © 2000 by Harcourt, Inc. All rights reserved. 1. Do you believe that private citizens have the right to own firearms to defend themselves, their families, and property from violent criminal attack? YesNoUndecided

15. Copyright © 2000 by Harcourt, Inc. All rights reserved. 2. Do you believe that a ban on the private ownership of firearms would significantly reduce the number of murders and robberies in your community? YesNoUndecided

16. Copyright © 2000 by Harcourt, Inc. All rights reserved. 1a. How many years have you been playing tennis on a regular basis? Number of years: __________ b. What is your level of play? Novice............... -1Advanced.......-4 Lower Intermediate.....-2Expert.........-5 Upper Intermediate..... -3Teaching Pro.... -6 c. In the last 12 months, has your level of play improved, remained the same or decreased? Improved..............-1Decreased....... -3 Remained the same.....-2

17. Copyright © 2000 by Harcourt, Inc. All rights reserved. 2a. Do you belong to a club with tennis facilities?Yes....... -1 No....... -2 b. How many people in your household - including yourself - play tennis? Number who play tennis ___________ 3a. Why do you play tennis? (Please “X” all that apply.) To have fun.......... -1 To stay fit............ -2 To be with friends...... -3 To improve my game...-4 To compete...........-5 To win...............-6 b. In the past 12 months, have you purchased any tennis instructional books or video tapes?Yes....... -1 No....... -2

18. Copyright © 2000 by Harcourt, Inc. All rights reserved. Dear Passenger: American Airlines is pleased to have you on board today. To help us provide the best service possible, we need to know more about you and your opinions of our service. If you are over 11 years old, we would appreciate it if you would complete this questionnaire. Your flight attendant will pick up your completed questionnaire shortly. Thank you.

19. Copyright © 2000 by Harcourt, Inc. All rights reserved. 1. Please indicate: Flight number ___________ Date_____________ 2a. At the city where you boarded this particular plane, did you make a connection from another flight? Yes, from American.... 1 Yes, from Other Airline..2 No..................3 b. Did you board this plane at the airport from which it just took off, or were you a through passenger for which that was an intermediate stop? Boarded here..........1 Through passenger......2 3. How would you rate the overall service from American for this flight, all things considered, from your arrival at the airport terminal until now? Excellent Good Fair Poor Overall Service..........12 3 4

20. Copyright © 2000 by Harcourt, Inc. All rights reserved. 4. Please rate each of the following with regard to this flight, if applicable. Excellent Good Fair Poor 1 2 3 4 Courtesy and Treatment from the: Skycap at airport.............. Airport Ticket Counter Agent..... Boarding Point (Gate) Agent..... Flight Attendants.............. Your Meal or Snack............. Beverage Service.............. Seat Comfort.................. Carry-On Storage Space........ Cabin Cleanliness............. Video/Stereo Entertainment...... On-Time Departure............

21. Copyright © 2000 by Harcourt, Inc. All rights reserved. QUESTIONNAIRE DESIGN QUESTION SEQUENCE ORDER BIAS FUNNEL TECHNIQUE FILTER BIAS QUESTION LAYOUT

22. Copyright © 2000 by Harcourt, Inc. All rights reserved. PRETESTING IS IMPORTANT