data is here Background Firms regularly survey their customers to maintain the q
ID: 3201126 • Letter: D
Question
data is here
Background Firms regularly survey their customers to maintain the quality of services provided to their customers. The Bank of Commerce is one such company. Each year they undertake a survey of customers to measure their opinion on the various services offered by the bank. For example, they ask about the promptness of the service and the adequacy of operating hours Additionally, the survey asks the following questions: How would you rate the overall quality of service you receive from the Bank of Commerce as a whole? How would you rate the overall quality of service at your branch of the Bank of Commerce? The responses to these questions are rated: Extremely poor Very poor Poor Fair Good Very good Extremely good As part of a more extensive analysis of the survey results, a manager took a random sample of 50 completed surveys at each of four branches the Bank has. The data are recorded using the following format: Columns 1-4: Responses to question 1 at branches 1-4 Columns 5-8: Responses to question 2 at branches 1-4 The manager would like to know the answers to the below questions. Conduct a the tests at 5% significance level. Follow six steps of hypothesis testing all the time. Show all the required EViews output such as graphs, output table and summary statistics. Questions: (i) Do customers at the four branches differ in their assessment of the quality of service a their branch? (ii) Do customers of Branch one and four have different opinion of their branch than of the Bank of Commerce as a whole? (iii) Are customers of Branch four more satisfied of the services their branch provide to them comparted to the customers of Branch one (of the services that branch one provides to their customers)?Explanation / Answer
Since data is not in tabulated format (cant be copied for further use) so suggesting the approach to solve this.
Approach -1:
Considering the data to follow normal distribution: Use ANOVA to compare all the 4-group of variables and then use Tuckey's HSD test to compare pairwise ratings.
Approach-2:
Considering the data to follow normal distribution: use Friedman approach.
Example is:
EXCEL FORMULA:
Treatments Branch-1 Branch-2 Branch-3 obs-1 2 1 3 0 1 1 obs-2 1 2 3 1 0 1 obs-3 1 2 3 1 0 1 obs-4 1 3 2 1 1 0 obs-5 1 2 3 1 0 1 obs-6 1 3 2 1 1 0 Average 1.2 2.2 2.7 2.00 0.7 0.0 0.44Related Questions
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