Question 4) HELPING THE TRAVELLER Management is interested in the average perfor

Question

Question 4) HELPING THE TRAVELLER

Management is interested in the average performance of their staff with respect to customer service. One indication of this is the ratings that passengers have provided about the helpfulness of staff they have encountered.

Examine this data to determine if the average rating provided regarding the helpfulness of staff significantly exceeds a benchmark of 5 out of 7.

You should answer the managerial question, but show from a statistical point of view the inputs, assumptions and statistics used to reach your conclusion.

OBS REASON AGE LENGTH TIMESTRT INTERCITY CROWD CLEANT CLEANS HELPSTF CLRSGN ANNCEHELP DELAY FREQUSR SATISF COST CONCESSION WEEKDAY 1 4 25 57 3 0 1 2 4 5 3 4 2 2 3 7.21 0 1 2 2 45 62 2 0 5 7 6 -99 3 5 3 2 3 7.83 0 1 3 2 17 16 5 1 5 4 3 3 1 1 2 1 1 3.1 1 1 4 2 51 65 1 0 2 2 5 6 6 2 3 5 4 8.49 0 0 5 3 34 33 1 0 3 2 6 5 4 4 3 3 2 4.56 0 1 6 5 27 33 3 1 2 6 3 6 4 2 3 3 2 4.42 0 1 7 4 29 45 3 0 1 1 4 6 4 3 3 4 2 5.96 0 1 8 5 45 43 3 0 1 2 4 6 1 6 3 1 2 6.3 0 1 9 1 34 22 2 0 6 3 5 6 5 2 3 5 1 3.73 0 1 10 4 42 36 5 0 4 2 4 6 3 5 1 2 2 5.14 0 0 11 1 43 43 1 1 4 6 2 5 5 2 1 4 2 5.91 0 1 12 3 56 24 5 0 4 1 5 6 2 5 2 1 1 3.03 1 1 13 1 52 29 2 0 6 3 6 5 2 5 3 1 1 4.12 1 1 14 3 34 56 3 0 2 3 4 7 3 3 2 2 3 6.74 0 1 15 5 53 49 3 0 2 3 6 5 6 3 3 5 2 6.78 0 1 16 5 26 37 3 0 3 1 3 6 5 2 2 4 2 5.57 0 1 17 3 49 18 2 0 2 2 4 7 7 2 1 1 1 3.62 0 1 18 5 45 54 2 0 4 1 5 3 4 4 2 3 3 6.64 0 1 19 3 42 42 5 0 5 2 4 6 3 6 2 1 2 6.08 0 1 20 4 60 44 3 1 4 5 2 3 4 3 3 4 2 6.18 0 1 21 3 45 54 3 0 2 1 6 5 3 5 3 2 3 6.49 0 1 22 1 14 70 2 0 4 3 6 3 2 4 2 2 4 8.41 1 0 23 2 56 51 4 0 6 3 4 3 4 3 1 4 3 6.63 0 1 24 1 51 59 4 0 4 2 5 -99 6 2 1 5 3 7.42 0 0 25 4 40 47 3 0 1 2 5 -99 5 3 3 5 2 5.71 0 0 26 5 56 26 3 0 2 3 6 4 2 5 2 2 1 4.54 0 1 27 4 49 68 5 0 3 2 6 3 4 6 1 3 4 8.38 0 0 28 4 43 24 2 0 6 2 6 -99 4 3 3 4 1 4 0 1 29 1 34 51 1 1 4 2 3 6 6 2 2 4 3 6.28 0 0 30 2 35 17 1 1 4 6 1 3 3 5 1 2 1 2.85 0 1 31 5 55 63 5 0 3 2 5 4 4 4 2 3 4 7.59 0 1 32 4 38 78 3 1 3 5 2 -99 1 4 3 4 5 9.54 0 1 33 4 25 55 3 0 1 7 7 6 6 3 1 3 3 6.91 0 1 34 2 23 40 5 1 3 4 1 7 4 2 3 3 2 5.99 0 1 35 4 48 30 3 0 2 3 5 -99 3 1 2 4 2 4.64 0 0 36 5 35 48 1 0 1 1 6 -99 4 3 1 4 2 6.46 0 0 37 5 48 45 2 0 5 7 5 7 2 6 3 1 2 5.34 1 0 38 5 51 39 1 1 2 6 1 6 3 5 3 2 2 5.76 0 1 39 2 33 42 1 1 4 2 3 5 4 3 3 4 2 5.72 0 0 40 2 31 29 3 0 2 5 4 -99 5 2 3 4 1 4.74 0 0 41 1 34 48 2 0 1 2 4 -99 4 1 3 4 2 6.41 0 1 42 1 50 40 5 1 4 3 1 -99 5 2 1 5 2 4.97 1 1 43 1 61 50 5 0 4 1 4 5 5 2 1 5 3 6.88 0 0 44 2 7 73 1 0 2 3 7 5 3 2 2 3 4 9.28 0 0 45 1 34 55 3 0 2 2 4 7 1 6 2 1 3 6.55 1 1 46 2 34 25 5 0 3 3 6 -99 4 2 1 4 1 3.61 0 1 47 1 23 68 1 0 6 3 6 5 2 6 2 1 4 7.45 1 1 48 3 50 13 5 0 5 2 3 3 4 3 3 5 1 2.46 0 0 49 2 32 54 2 0 4 1 4 6 3 5 1 2 3 6.42 0 1 50 5 26 15 3 0 5 3 6 4 5 2 1 5 1 3.05 0 1 51 1 46 59 2 0 5 7 5 4 6 1 1 5 3 7.84 0 0 52 1 40 55 5 0 5 2 6 4 7 5 1 2 3 7.11 0 1 53 1 37 28 5 0 1 3 5 3 2 5 2 1 1 3.64 1 0 54 2 57 52 4 0 6 2 5 6 3 3 1 2 3 6.58 0 1 55 3 52 52 3 0 3 3 4 7 1 4 1 3 3 6.56 0 1 56 5 49 29 1 0 2 5 5 7 4 3 1 4 1 4.47 0 0 57 5 55 39 3 0 3 2 5 5 4 3 1 4 2 5.1 0 0 58 2 54 42 1 0 3 1 5 7 2 4 2 3 2 5.89 0 1 59 2 21 52 2 0 5 2 5 5 6 3 1 3 3 6.33 1 1 60 2 38 41 3 0 3 3 5 6 5 3 3 4 2 5.45 0 0 61 5 48 56 4 1 4 6 2 7 4 5 2 2 3 7.58 0 1 62 3 51 44 3 0 2 2 6 3 5 1 1 5 2 5.41 1 1 63 2 41 41 4 0 6 2 6 4 4 2 3 3 2 5.42 1 1 64 1 37 38 3 0 1 6 6 5 5 3 3 4 2 4.83 1 1 65 1 42 22 3 0 1 2 6 3 5 2 1 4 1 3.43 1 1 66 2 45 36 3 0 3 7 6 -99 5 2 3 4 2 5.48 0 1 67 4 49 36 5 1 3 6 3 3 1 5 2 2 2 4.76 0 0 68 5 45 46 4 0 5 1 3 7 1 5 1 1 2 5.61 0 0 69 4 33 37 3 1 2 4 2 7 5 1 3 4 2 4.72 1 1 70 5 46 21 3 0 1 2 4 5 3 5 1 2 1 3.25 1 1 71 1 14 68 2 0 5 2 3 4 2 1 2 1 4 7.36 1 1 72 1 69 50 1 0 1 1 6 4 5 6 3 4 3 6.09 1 0 73 3 56 33 3 0 1 3 5 5 6 1 3 5 2 4.16 1 0 74 3 24 60 3 1 2 2 1 5 4 7 2 3 3 6.88 1 1 75 4 34 49 3 0 3 2 5 5 6 1 1 5 2 6.13 0 0 76 1 55 33 1 0 2 1 5 7 6 2 2 4 2 4.37 0 0 77 4 34 31 3 0 5 7 5 3 5 3 1 4 2 4.59 0 1 78 1 69 60 1 0 4 1 6 -99 6 3 2 5 3 7.16 1 0 79 5 61 37 3 0 2 1 4 -99 6 4 1 5 2 4.86 0 0 80 5 42 48 1 1 1 5 7 4 7 1 3 4 2 6.66 0 1 81 2 53 50 2 0 4 2 5 4 3 4 1 2 3 6.13 1 1 82 2 66 34 2 1 5 5 3 7 2 5 2 2 2 4.67 1 1 83 5 53 35 2 0 4 3 6 5 4 1 1 4 2 4.74 0 1 84 4 28 42 3 0 1 2 5 6 5 3 3 5 2 5.94 0 1 85 4 60 16 1 0 6 1 6 -99 2 3 2 4 1 3.08 0 1 86 2 36 30 5 0 4 1 5 6 2 3 2 2 2 3.95 1 1 87 5 57 54 2 0 4 1 4 6 5 1 2 5 3 6.44 1 1 88 3 55 65 3 0 1 3 1 4 4 6 1 3 4 7.66 0 1 89 3 22 43 3 0 3 2 5 3 5 1 1 4 2 4.89 1 1 90 4 34 21 2 1 6 4 5 3 1 2 2 5 1 3.56 0 1 91 4 50 61 5 1 4 6 1 5 2 6 1 1 3 7.59 0 1 92 2 50 45 2 0 1 1 6 -99 2 6 1 1 2 6.03 0 1 93 4 28 30 3 0 2 1 3 7 3 4 1 3 2 4.13 0 0 94 3 27 47 3 1 2 4 2 6 3 2 1 3 2 6.64 0 1 95 3 45 57 3 0 3 1 7 6 2 6 1 1 3 7.24 0 0 96 3 19 71 3 0 2 4 6 7 4 3 1 5 4 7.77 1 1 97 1 48 42 1 0 4 2 5 6 2 2 3 2 2 5.64 0 0 98 2 6 31 5 1 5 4 2 -99 3 3 1 3 2 4.32 1 1 99 5 47 35 3 0 3 1 6 7 2 6 3 2 2 4.54 0 0 100 5 31 28 1 0 6 1 6 -99 2 4 3 1 1 4.68 0 1 101 2 45 36 2 0 2 3 5 5 6 2 2 3 2 4.92 0 1 102 2 32 62 5 0 3 3 1 -99 5 2 2 3 3 7.91 0 0 103 3 42 27 5 0 5 1 5 7 2 3 3 2 1 3.34 1 1 104 4 60 51 2 0 6 2 6 5 2 3 2 2 3 6.5 0 0 105 1 40 45 2 0 6 1 5 -99 6 2 3 5 2 6.19 0 1 106 1 52 70 1 0 4 3 4 5 2 4 1 1 4 8.62 0 1 107 5 25 73 3 1 1 6 1 5 6 1 1 5 4 9.22 0 1 108 4 46 35 3 0 3 2 5 5 6 5 2 5 2 5.09 0 1 109 1 30 27 4 0 6 3 5 3 1 5 1 1 1 3.93 0 0 110 2 39 55 1 0 2 1 5 7 2 3 1 2 3 7.43 0 1 111 1 28 57 1 1 3 5 1 4 1 5 2 1 3 7.53 0 0 112 2 49 44 2 0 4 2 4 7 3 5 2 3 2 5.41 0 1 113 4 39 58 3 0 2 1 4 6 2 4 2 1 3 7.27 0 1 114 5 41 36 3 0 2 1 5 7 4 3 2 3 2 4.85 0 1 115 2 52 30 3 1 4 4 2 -99 4 2 2 4 2 4.89 0 0 116 5 21 46 1 1 6 5 5 6 3 5 3 2 2 5.35 1 1 117 3 49 38 3 0 3 2 6 -99 4 2 1 4 2 4.83 0 1 118 2 43 58 1 0 4 3 6 7 2 4 1 2 3 7.41 0 1 119 3 50 45 3 0 3 2 4 5 5 4 3 4 2 6.06 0 1 120 5 30 38 2 0 4 2 6 5 3 5 3 2 2 4.95 0 1 121 5 42 54 3 0 1 2 5 5 5 2 3 4 3 7.28 0 1 122 5 70 24 5 0 4 3 3 4 2 6 3 1 1 3.01 1 0 123 4 41 54 3 1 6 4 1 6 4 4 1 3 3 6.24 1 1 124 3 39 97 3 1 3 4 1 5 4 3 1 4 7 11.48 0 1 125 2 32 68 3 1 1 5 3 4 2 5 3 2 4 8.01 1 0 126 3 49 32 2 0 4 2 5 3 2 5 2 2 2 5.18 0 1 127 5 38 37 3 0 1 3 6 7 5 7 3 4 2 5.59 0 1 128 4 53 60 3 1 1 4 1 5 5 1 3 5 3 7.58 0 0 129 1 53 39 2 0 5 7 4 3 5 2 3 4 2 5.58 0 0 130 5 56 41 3 0 3 3 4 -99 4 7 2 3 2 6.06 0 1 131 1 51 28 4 0 6 3 5 5 5 3 3 3 1 3.84 1 1 132 3 41 56 4 0 4 3 4 7 2 5 1 2 3 6.71 0 1 133 1 38 68 3 0 6 1 6 -99 4 4 1 3 4 7.89 0 0 134 3 12 55 3 0 1 4 2 3 4 4 1 3 3 6.11 1 1 135 5 46 23 5 0 4 2 5 5 4 1 1 4 1 3.97 0 1 136 5 66 42 3 0 2 1 4 6 4 3 1 3 2 4.9 1 1 137 5 40 22 3 0 3 2 6 -99 3 3 1 5 1 3.35 0 1 138 2 49 47 2 1 5 4 5 7 3 4 3 3 2 6.55 0 1 139 3 38 61 5 0 3 3 6 3 3 5 1 2 3 7.17 1 1 140 2 49 30 4 0 6 6 4 3 4 1 2 4 2 4.75 0 1 141 5 51 48 3 1 2 5 2 4 6 2 3 5 2 6.65 0 1 142 5 43 72 5 1 3 5 2 6 3 4 2 2 4 8.37 1 1 143 4 49 41 2 0 6 1 6 4 5 2 2 5 2 5.47 1 1 144 3 58 32 3 0 3 3 4 5 3 4 3 2 2 5.16 0 0 145 4 41 24 3 0 3 2 7 3 4 5 2 4 1 3.96 0 1 146 3 40 43 3 1 3 6 3 7 3 4 1 2 2 5.89 0 0 147 2 28 50 2 0 5 5 4 6 5 2 2 4 3 6.13 1 1 148 3 32 50 3 0 1 2 4 5 4 3 1 3 3 5.81 1 1 149 3 49 46 2 1 6 6 3 -99 7 1 3 5 2 5.46 1 0 150 2 32 31 4 0 4 2 5 -99 4 7 3 3 2 4.28 1 1 151 2 45 44 1 0 2 2 4 -99 4 1 3 4 2 5.56 0 1 152 1 27 34 1 0 1 2 6 -99 5 1 1 4 2 5.1 0 1 153 3 35 29 3 0 4 3 4 -99 4 2 2 4 1 4.36 0 1 154 3 44 58 3 0 3 3 4 -99 2 4 2 1 3 6.92 0 1 155 1 54 40 4 1 5 4 2 3 4 3 1 3 2 5.73 0 0 156 2 27 86 4 0 6 2 5 3 2 5 1 1 6 10.4 0 0 157 1 35 34 5 0 4 3 5 6 1 4 2 1 2 5.09 0 1 158 2 51 25 2 0 1 2 6 5 5 2 1 5 1 4.12 0 0 159 1 62 27 5 1 5 1 3 -99 3 3 3 3 1 3.91 0 1 160 2 45 76 3 0 2 1 4 4 2 1 1 2 5 9.28 0 1 161 3 45 35 3 0 1 2 5 5 5 7 3 4 2 4.76 0 1 162 3 43 40 3 0 1 5 5 7 5 3 1 4 2 5.26 1 1 163 1 55 49 3 0 3 1 5 3 3 3 1 3 2 5.85 1 1 164 1 42 51 3 0 5 1 2 5 5 2 3 4 3 6.09 1 1 165 3 50 49 3 0 2 1 6 -99 4 6 1 3 2 6.7 0 0 166 2 45 30 5 0 4 5 7 5 2 4 3 2 2 4.16 0 1 167 5 55 64 1 0 2 3 5 7 3 3 1 2 4 7.82 0 1 168 4 45 52 3 0 1 2 5 6 1 5 1 1 3 6.74 0 1 169 5 43 40 3 0 3 3 6 6 2 5 3 2 2 5.95 0 1 170 1 42 70 2 1 5 4 1 -99 5 7 3 4 4 8.31 1 0 171 5 39 28 1 0 4 1 5 7 6 4 2 5 1 3.83 1 1 172 3 36 37 1 0 2 1 5 3 5 1 2 5 2 4.91 0 1 173 1 71 59 2 0 5 2 5 7 1 6 3 1 3 7.11 1 1 174 3 52 31 1 1 3 5 3 5 5 4 2 2 2 4.51 1 1 175 1 22 55 1 0 2 1 6 3 2 2 3 5 3 6.99 0 1 176 4 47 41 5 0 5 2 5 5 2 5 2 2 2 4.99 1 0 177 4 42 42 3 0 3 2 4 4 5 4 1 5 2 5.72 0 0 178 1 30 47 2 0 4 2 5 3 3 3 2 3 2 6.6 0 1 179 3 41 24 3 0 1 1 5 4 4 3 3 3 1 4.4 0 1 180 1 71 35 2 0 6 3 4 4 6 2 2 3 2 5.14 0 0 181 2 64 80 5 0 3 2 4 6 3 4 2 1 5 9.7 0 0 182 2 53 21 4 0 6 3 4 5 5 1 1 5 1 3.69 0 1 183 3 54 61 1 0 3 1 5 6 6 1 3 5 3 7.33 0 1 184 4 43 32 3 0 1 3 5 -99 7 4 2 3 2 5.14 0 1 185 5 55 61 5 0 6 2 5 -99 1 6 1 1 3 7.42 0 0 186 2 45 42 5 0 3 3 6 6 1 6 1 1 2 5.66 1 0 187 5 50 55 3 0 2 1 4 6 5 5 2 4 3 6.62 0 1 188 1 28 53 1 0 2 1 4 7 3 5 1 2 3 6.83 0 1 189 2 49 80 2 0 5 2 4 7 1 6 2 1 5 9.68 0 1 190 3 30 22 3 0 3 6 6 5 3 6 3 3 1 4.08 0 1 191 2 41 45 4 0 5 2 1 6 7 5 2 1 2 5.65 0 1 192 1 41 23 1 0 6 3 6 6 2 1 2 4 1 2.98 1 1 193 1 46 72 1 1 5 5 2 -99 2 6 3 1 4 8.81 0 1 194 5 56 54 3 0 3 1 3 7 5 1 1 4 3 6.01 1 1 195 5 40 39 3 1 6 4 3 4 3 4 3 2 2 5.15 0 1 196 1 53 62 5 0 5 2 4 3 4 3 1 3 3 7.66 0 1 197 1 52 53 2 0 4 2 4 -99 5 3 2 4 3 7.24 0 1 198 2 29 56 3 0 5 2 4 6 2 6 1 1 3 6.22 1 1 199 4 44 50 4 1 4 6 1 -99 5 6 2 4 3 6.93 0 1 200 1 46 31 5 0 4 3 6 3 6 3 3 5 2 3.98 1 1 201 4 41 60 3 0 1 3 5 3 3 7 3 2 3 7.83 0 0 202 1 62 49 3 1 4 6 2 -99 2 5 3 2 2 5.69 1 1 203 3 62 29 4 1 6 6 5 4 2 4 2 2 1 4.39 0 1 204 5 35 9 4 1 5 4 6 -99 3 4 3 3 1 1.99 0 1 205 4 54 40 3 0 1 2 6 5 3 5 2 2 2 5.91 0 1 206 3 25 54 1 1 4 2 2 -99 2 4 3 1 3 6.74 0 1 207 1 42 56 5 0 4 1 6 3 2 4 1 1 3 7.42 0 0 208 1 53 32 3 0 3 2 5 7 3 6 2 3 2 4.39 1 1 209 4 30 54 3 0 2 2 7 3 3 4 2 3 3 6.67 1 1 210 4 49 59 1 0 2 3 6 7 2 3 1 2 3 7.73 0 1 211 4 48 30 3 0 1 3 4 5 3 4 2 2 2 4.5 0 1 212 1 47 71 2 1 4 5 2 4 3 5 3 2 4 7.75 1 1 213 4 43 31 5 0 6 3 7 5 5 1 1 5 2 3.82 1 1 214 2 45 28 5 0 4 2 6 5 3 1 1 2 1 4.43 0 0 215 5 47 70 3 0 5 1 4 7 5 1 3 5 4 8.38 0 1 Variable Description of variable OBS Observation number REASON Main reason for passengers' travel (1=Work; 2=Education; 3=Visiting friends/family; 4=Visiting a place/attraction; 5=Other) AGE Age of traveller (in years) LENGTH Length of this journey (minutes) TIMESTRT Time started journey (1=offpeak - before morning peak; 2=morning peak; 3=offpeak - between morning and afternoon peak; 4=afternoon peak; 5=offpeak evening period) INTERCITY Type of train passenger was on (1 = if intercity train; 0 = suburban train) CROWD Crowding experienced on journey (1=Not very crowded; 6 = Very crowded) CLEANT Cleanliness of train (rated on 7-point scale of 1=not very clean; 7 = very clean) CLEANS Cleanliness of station facilties (1=Very unclean; 7 = Very clean) HELPSTF Helpfulness of staff encountered (-99 = not applicable; 1=Very unhelpful; 7=Very helpful)) CLRSGN The signage encountered was clear (1=Very confusing; 7 = Very clear) ANNCEHELP Announcements made were clear (1=Very unclear; 7 = Very clear) DELAY Whether passenger experienced a delay in their journey (1=No delays; 2=Minor; 3=Significant) FREQUSR Best description of travel frequency (1=daily; 2=weekly; 3=fortnightly; 4=monthly; 5=yearly) SATISF Overall satisfaction with service rated on 7-point scale (1=Unsatisfactory; 7 = Satisfactory) COST Cost of passengers' travel for this journey (in dollars) CONCESSION Whether passenger is concession card holder or not (1=Yes; 0=No) WEEKDAY Whether travel occurred on weekday (1) or on weekend (0)

Explanation / Answer

In the HELPSTF column, observe the rating. If the rating is -99, it is NOT APPLICABLE and hence should not be counted in the averaging. There are 42 instances of a NOT APPLICABLE rating. Hence, the number of instances to be considered in the averaging should be obtained by subtracting 42 from the total passenger count, i.e., 215. So, this should be 215 - 42 = 173.

The sum of the ratings from the other passengers (who did not give NOT APPLICABLE rating) is 883. This divided by 173 gives the average rating = 883/173 = 5.104, which exceeds the benchmark rating of 5.

The above calculations can be done in Excel using following code:

Let the column HELPSTF be column J starting from row2 to row 216 (total 215 rows of data). In another column S, write the formula (  =if(J2=-99, 0, J2)  ). This will give the rating as 0 if it is -99, else it will give the rating as it is. Then sum up this column (  =sum(S2:S216)  ) in a cell, say U2. It will come to 883. In the next column T, write the formula ( =if(J2=-99, 0, 1) ). Then sum up this column in a cell, say V2. It will come to 173. Then, in a cell, say in W2, obtain the required average as ( =U2/V2 ). It will come to 5.104046243.

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