Hypothesis Testing | Discover Credit Card:
Intuition:
Customers of Discover Credit Card who have received better value from the card are more likely to be the ones to recommend the credit cards. It is also more likely that the credit card customers who are more satisfied with the credit card are considering the value of the credit card to be good or better than good.
H1}
H0: Customers who consider Good Value and Poor Value of credit card are equally recommending credit cards
Ha: Customers who consider Good Value of credit card are likely to recommend the credit cards more than the customer who consider its poor value
H2}
H0: Customers who are satisfied and who are not satisfied, both consider the value of the credit card to be better.
Ha: Customers who are satisfied consider the value of the credit card to be better than the customers who are not satisfied.
| Group Statistics | |||||
| q4c | N | Mean | Std. Deviation | Std. Error Mean | |
| q4b | >= 2.00 | 222 | 3.3964 | 1.04018 | .06981 |
| < 2.00 | 22 | 1.8636 | 1.03719 | .22113 | |
| Independent Samples Test | ||||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | |||||
| F | Sig. | t | df | |||
| q4b | Equal variances assumed | .236 | .628 | 6.594 | 242 | |
| Equal variances not assumed | 6.610 | 25.371 | ||||
| Independent Samples Test | |||||
| t-test for Equality of Means | |||||
| Sig. (2-tailed) | Mean Difference | Std. Error Difference | 95% Confidence Interval of the Difference | ||
| Lower | |||||
| q4b | Equal variances assumed | .000 | 1.53276 | .23244 | 1.07490 |
| Equal variances not assumed | .000 | 1.53276 | .23189 | 1.05553 | |
| Independent Samples Test | ||
| t-test for Equality of Means | ||
| 95% Confidence Interval of the Difference | ||
| Upper | ||
| q4b | Equal variances assumed | 1.99062 |
| Equal variances not assumed | 2.00999 | |
| Group Statistics | |||||
| q4 | N | Mean | Std. Deviation | Std. Error Mean | |
| q4c | >= 3.00 | 218 | 3.5826 | 1.05824 | .07167 |
| < 3.00 | 26 | 1.7308 | 1.11562 | .21879 | |
| Independent Samples Test | ||||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | |||||
| F | Sig. | t | df | |||
| q4c | Equal variances assumed | .000 | .986 | 8.386 | 242 | |
| Equal variances not assumed | 8.043 | 30.613 | ||||
| Independent Samples Test | |||||
| t-test for Equality of Means | |||||
| Sig. (2-tailed) | Mean Difference | Std. Error Difference | 95% Confidence Interval of the Difference | ||
| Lower | |||||
| q4c | Equal variances assumed | .000 | 1.85180 | .22083 | 1.41681 |
| Equal variances not assumed | .000 | 1.85180 | .23023 | 1.38200 | |
| Independent Samples Test | ||
| t-test for Equality of Means | ||
| 95% Confidence Interval of the Difference | ||
| Upper | ||
| q4c | Equal variances assumed | 2.28679 |
| Equal variances not assumed | 2.32160 | |
Results:
H1) there are 222 persons who consider the value of credit card fair or above with mean code for the level of recommending the card as 3.3964 and 22 persons who consider the value of credit card as below fair with mean code for the level of recommending the card as 1.8636.
Step1) Since the Levene’s Test conducted for testing the quality of the variances in the level of the recommendation by the credit card customers is not significant (p = 0.628>0.05), it is assumed that the two variances are not equal; hence the upper row of the output results are considered.
Step 2) the upper row of the independent sample t-test (testing if the mean level of the people with good value and bad value from the credit card is equal) is significant (p = 0.000 <0.005) hence, the null hypothesis is rejected that the two means are equal. This implies that the two means are significantly different.
Looking at the mean code of 3.396 for the level of the recommendation by the credit card customers who have considered it as yielding good value, it can be concluded that the customers who have experienced good value of the credit are more likely to recommend it, accepting the alternate hypothesis.
This is as per our intuition as we believed that customers of Discover Credit card who perceive that they have experienced good value would more recommend it as compared to the ones who perceived it as a poor value card. The interpretation of this analysis shows that people who perceived their experience of the credit card to be of good value were choosing the mean option of 3.39 =3.4, which is between the two options of somewhat likely and very likely. While the other group who considered the value as below fair gave the mean level of recommendation option of 1.86 which is between the options of not at all likely or not very likely. Hence the results were aligned with our intuition.
H2) There are 218 persons who are either nor satisfied nor dissatisfied/satisfied/very satisfied with mean level of considering the value of the credit card as 3.58 and 26 persons who are dissatisfied with a mean level of considering the value of the credit card as 1.7308.
STEP 1) since the test of Leveson for the equality of the variances in the level of the value of the credit card considered as good by the satisfied and the not satisfied customers is not significant (p =0.986 >0.005), hence the variances are not significantly different and thus variances can be assumed as equal. This implies that the upper row of the independent sample t-test is going to be reported.
STEP 2) the samples t-test for the independent variables (testing the mean level of the value considered by the satisfied and not satisfied customers is equal) is significant (p=0.000<0.005). This implies that the null hypothesis is rejected, and it is the alternate hypothesis is accepted that the two means are significantly different.
Looking at the mean level of the satisfied and not satisfied customers, which are considering the value of the credit card to be above poor (1.73) to below very good (3.58). This is as per our intuition that the customers who are satisfied with the credit card company are going to perceive the value of the credit card as better as compared to the customers who are not satisfied.
Hypothesis Testing | Online Dating Survey:
Intuition:
The users of the online dating service consider criminal background check as important for their satisfaction level. This is one reason the users of online dating service also want to use escorts on their first dates.
H1}
H0: Customers who consider escorts and who do not consider escorts, both are equally satisfied with the Yahoo and Match.com service.
Ha: Customers who consider escorts and who do not consider escorts, both are equally satisfied with the Yahoo and Match.com service.
H2}
H0: Customers who consider Criminal background check and who do not consider criminal background check are equally satisfied with the Yahoo and Match.com service.
Ha: Customers who consider Criminal background check and who do not consider criminal background check are not equally satisfied with the Yahoo and Match.com service.
Results:
H1:
| Group Statistics | ||||
| q09 How interested would you be in having a bodyguard or escort accompanies you on your first date with a member of the opposite sex? | N | Mean | Std. Deviation | |
| q05a Overall, how satisfied are you with your experience with Match.com? | >= 2 | 37 | 3.05 | .705 |
| < 2 | 7 | 2.57 | .976 | |
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | >= 2 | 32 | 2.88 | .871 |
| < 2 | 7 | 2.43 | 1.134 | |
| Group Statistics | ||
| q09 How interested would you be in having a bodyguard or escort accompanies you on your first date with a member of the opposite sex? | Std. Error Mean | |
| q05a Overall, how satisfied are you with your experience with Match.com? | >= 2 | .116 |
| < 2 | .369 | |
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | >= 2 | .154 |
| < 2 | .429 | |
| Independent Samples Test | |||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | ||||
| F | Sig. | t | |||
| q05a Overall, how satisfied are you with your experience with Match.com? | Equal variances assumed | 2.126 | .152 | 1.562 | |
| Equal variances not assumed | 1.248 | ||||
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | Equal variances assumed | 1.668 | .205 | 1.165 | |
| Equal variances not assumed | .980 | ||||
|
Independent Samples Test |
|||||
| t-test for Equality of Means | |||||
| df | Sig. (2-tailed) | Mean Difference | |||
| q05a Overall, how satisfied are you with your experience with Match.com? | Equal variances assumed | 42 | .126 | .483 | |
| Equal variances not assumed | 7.231 | .251 | .483 | ||
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | Equal variances assumed | 37 | .252 | .446 | |
| Equal variances not assumed | 7.623 | .357 | .446 | ||
The results of the t-test shows that the p is greater than 5% hence it is not significantly different, and the lower row of the variances is going to be considered. The t-test is also higher than 5% hence it is assumed that the null hypothesis is correct and that the Customers who consider escorts and who do not consider escorts, both are equally satisfied with the Yahoo and Match.com service.
H2:
| Group Statistics | |||||||||||||||
| q08 How important is it that all members pass a criminal background check prior to being allowed to join the online service? | N | Mean | Std. Deviation | ||||||||||||
| q05a Overall, how satisfied are you with your experience with Match.com? | >= 3 | 39 | 3.05 | .686 | |||||||||||
| < 3 | 5 | 2.40 | 1.140 | ||||||||||||
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | >= 3 | 37 | 2.86 | .887 | |||||||||||
| < 3 | 2 | 1.50 | .707 | ||||||||||||
| Group Statistics | |||||||||||||||
| q08 How important is it that all members pass a criminal background check prior to being allowed to join the online service? | Std. Error Mean | ||||||||||||||
| q05a Overall, how satisfied are you with your experience with Match.com? | >= 3 | .110 | |||||||||||||
| < 3 | .510 | ||||||||||||||
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | >= 3 | .146 | |||||||||||||
| < 3 | .500 | ||||||||||||||
| Independent Samples Test | |||||||||||||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | ||||||||||||||
| F | Sig. | t | |||||||||||||
| q05a Overall, how satisfied are you with your experience with Match.com? | Equal variances assumed | 3.097 | .086 | 1.849 | |||||||||||
| Equal variances not assumed | 1.249 | ||||||||||||||
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | Equal variances assumed | .099 | .755 | 2.130 | |||||||||||
| Equal variances not assumed | 2.621 | ||||||||||||||
| Independent Samples Test | |||||||||||||||
| t-test for Equality of Means | |||||||||||||||
| df | Sig. (2-tailed) | Mean Difference | |||||||||||||
| q05a Overall, how satisfied are you with your experience with Match.com? | Equal variances assumed | 42 | .072 | .651 | |||||||||||
| Equal variances not assumed | 4.379 | .274 | .651 | ||||||||||||
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | Equal variances assumed | 37 | .040 | 1.365 | |||||||||||
| Equal variances not assumed | 1.177 | .201 | 1.365 | ||||||||||||
The results of the t-test shows that the p is greater than 5% hence it is not significantly different, and the lower row of the variances is going to be considered. The t-test is also higher than 5% hence it is assumed that the null hypothesis is correct and that the Customers who consider Criminal background check and who do not consider criminal background check are equally satisfied with the Yahoo and Match.com service.
Question 1:
a) Are people in four-year university programs significantly more familiar with online dating services than others? Are people in four-year university programs significantly more familiar with online dating services than others?
| Group Statistics | ||||
| qs02 Are you currently enrolled as a full-time or part-time student in any of the following types of institutions? | N | Mean | Std. Deviation | |
| q01 How familiar are you with the concept of online dating services? | Junior college / two-year program | 63 | 3.00 | 1.136 |
| University / four-year program | 233 | 2.92 | 1.010 | |
| Group Statistics | ||
| qs02 Are you currently enrolled as a full-time or part-time student in any of the following types of institutions? | Std. Error Mean | |
| q01 How familiar are you with the concept of online dating services? | Junior college / two-year program | .143 |
| University / four-year program | .066 | |
The results shows that there are 233 respondents who are enrolled in the university or four years program who have shown the mean level of the familiarity with the online dating service as 2.92 which is (2 = Not too familiar, 3= Somewhat familiar). Hence, the people enrolled in four year programs are not more familiar with the online dating service as compared to others.
b) Does interest in having a bodyguard on first dates, importance of a criminal background check, or interest in short and long duration events predict people’s satisfaction with Match.com and Yahoo! Personals? Based on these questions, which variables should the marketing manager of a new online dating service be paying most attention to? Does interest in having a bodyguard on first dates, importance of a criminal background check, or interest in short and long duration events predict people’s satisfaction with Match.com and Yahoo! Personals? Based on these questions, which variables should the marketing manager of a new online dating service be paying most attention to?
| Group Statistics | ||||
| q08 How important is it that all members pass a criminal background check prior to being allowed to join the online service? | N | Mean | Std. Deviation | |
| q05a Overall, how satisfied are you with your experience with Match.com? | >= 3 | 39 | 3.05 | .686 |
| < 3 | 5 | 2.40 | 1.140 | |
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | >= 3 | 37 | 2.86 | .887 |
| < 3 | 2 | 1.50 | .707 | |
The interest in considering criminal background check as somewhat important or above is showing satisfaction level mean of 3.05 (3 = somewhat satisfied) for Match.com and 2.86 (3 = somewhat satisfied) for Yahoo! Personals. Thus, this is a likely predictor for the satisfaction level of the people using the Match.com and Yahoo Personal forums.
| Group Statistics | ||||
| q09 How interested would you be in having a bodyguard or escort accompanies you on your first date with a member of the opposite sex? | N | Mean | Std. Deviation | |
| q05a Overall, how satisfied are you with your experience with Match.com? | >= 2 | 37 | 3.05 | .705 |
| < 2 | 7 | 2.57 | .976 | |
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | >= 2 | 32 | 2.88 | .871 |
| < 2 | 7 | 2.43 | 1.134 | |
The People considering bodyguard escort as above “somewhat interested” is showing satisfaction level mean of 3.05 (3 = somewhat satisfied) for Match.com and 2.57 (3 = somewhat satisfied) for Yahoo! Personals. Thus, this is a likely predictor for the satisfaction level of the people using the Match.com and Yahoo Personal forums.
| Group Statistics | ||||
| q10 Long-Duration events: If you were a member of this online dating service, how likely would you be to participate in this type of organized social event? | N | Mean | Std. Deviation | |
| q05a Overall, how satisfied are you with your experience with Match.com? | >= 2 | 44 | 2.98 | .762 |
| < 2 | 0a | . | . | |
| q05b Overall, how satisfied are you with your experience with Yahoo! Personals? | >= 2 | 38 | 2.79 | .935 |
| < 2 | 1 | 3.00 | . | |
The People interested in long duration events as above the level of “somewhat interested” is showing satisfaction level mean of 2.98 (3 = somewhat satisfied) for Match.com and 2.79 (3 = somewhat satisfied) for Yahoo! Personals. Thus, this is a likely predictor for the satisfaction level of the people using the Match.com and Yahoo Personal forums.
As per the SPSS output, it is evident that the marketing manager for the new online dating service should use these results to make its online dating site such that it incorporates long term social events, makes the bodyguard escorting on first dates more possible and provide criminal background checks as well to gain more satisfaction level of the site visitors.
Question 2:
a) Please test that the mean overall satisfaction and the mean “value of the Discover card” to customers were significantly above 3.5. Which gender is significantly more satisfied? Which gender significantly values the card more?
Mean Overall Satisfaction and Mean Value of the Discover Card:
The overall mean satisfaction level is significantly greater than 3.5 (3.987) however, the mean value of the Discover Card is not significantly above 3.5 (3.38).
| One-Sample Statistics | ||||
| N | Mean | Std. Deviation | Std. Error Mean | |
| q4 | 244 | 3.9877 | 1.00403 | .06428 |
| q4b | 244 | 3.2582 | 1.12717 | .07216 |
| One-Sample Test | ||||||
| Test Value = 0 | ||||||
| t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | ||
| Lower | Upper | |||||
| q4 | 62.040 | 243 | .000 | 3.98770 | 3.8611 | 4.1143 |
| q4b | 45.153 | 243 | .000 | 3.25820 | 3.1161 | 3.4003 |
Which gender is significantly more satisfied?
| Group Statistics | |||||
| q6 | N | Mean | Std. Deviation | Std. Error Mean | |
| q4 | 1 | 101 | 3.8713 | 1.12839 | .11228 |
| 2 | 143 | 4.0699 | .90110 | .07535 | |
As the results show for Group statistics, the 143 females (2 = female) showed a mean level of satisfaction of 4.06 (4 = satisfied) while 101 males (1= male) showed a mean level of satisfaction of 3.87 (3 = neither satisfied nor dissatisfied, 4 = satisfied). Thus females showed higher satisfaction levels.
Which gender significantly values the card more?
| Group Statistics | |||||
| q6 | N | Mean | Std. Deviation | Std. Error Mean | |
| q4c | 1 | 101 | 3.2772 | 1.26585 | .12596 |
| 2 | 143 | 3.4615 | 1.16141 | .09712 | |
As the results show for Group statistics, the 143 females (2 = female) showed a mean level of value of 3.46 (3 = Good, 4 = Very Good) while 101 males (1= male) showed a mean level of value of 3.27 (3 = Good, 4 = Very Good). Thus females showed a higher level of value for the card.
b) Is the likelihood of a person keeping the card related significantly more to the value they have for the card or to their satisfaction with the card? Is the likelihood of a person recommending the card related more to its value or to the satisfaction perceived by the customer?
Is the likelihood of a person keeping the card related significantly more to the value they have for the card or to their satisfaction with the card?
In terms of the likelihood of the person keeping the card to the satisfaction level with the card is shown by the following Group Statistics;
| Group Statistics | |||||
| q4 | N | Mean | Std. Deviation | Std. Error Mean | |
| q4a | >= 3.00 | 218 | 4.3165 | .70926 | .04804 |
| < 3.00 | 26 | 3.4231 | 1.13747 | .22308 | |
| Independent Samples Test | ||||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | |||||
| F | Sig. | t | df | |||
| q4a | Equal variances assumed | 16.279 | .000 | 5.631 | 242 | |
| Equal variances not assumed | 3.915 | 27.365 | ||||
| Independent Samples Test | |||||
| t-test for Equality of Means | |||||
| Sig. (2-tailed) | Mean Difference | Std. Error Difference | 95% Confidence Interval of the Difference | ||
| Lower | |||||
| q4a | Equal variances assumed | .000 | .89344 | .15866 | .58091 |
| Equal variances not assumed | .001 | .89344 | .22819 | .42552 | |
There are 218 persons who are either not satisfied nor dissatisfied, satisfied, very satisfied that are showing the mean level of keeping the card as 4.31. The significance level of this t-stat is 0.000, which is lower than 0.005; the variances are significantly different. The lower row results show the significance level of 0.001.
Now in terms of the likelihood of the person keeping the card to the value of the card is shown by the following Group Statistics.
| Group Statistics | |||||
| q4c | N | Mean | Std. Deviation | Std. Error Mean | |
| q4a | >= 2.00 | 222 | 4.3243 | .68813 | .04618 |
| < 2.00 | 22 | 3.1818 | 1.18065 | .25172 | |
| Independent Samples Test | ||||||||||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | |||||||||||
| F | Sig. | t | df | |||||||||
| q4a | Equal variances assumed | 21.229 | .000 | 6.871 | 242 | |||||||
| Equal variances not assumed | 4.464 | 22.435 | ||||||||||
| Independent Samples Test | ||||||||||||
| t-test for Equality of Means | ||||||||||||
| Sig. (2-tailed) | Mean Difference | Std. Error Difference | 95% Confidence Interval of the Difference | |||||||||
| Lower | ||||||||||||
| q4a | Equal variances assumed | .000 | 1.14251 | .16627 | .81498 | |||||||
| Equal variances not assumed | .000 | 1.14251 | .25592 | .61236 | ||||||||
There are 222 persons who wither consider the value of the card as fair or above that are showing the mean level of keeping the card as 4.32. The significance level of this t-stat is 0.000 which is lower than 0.005; the variances are significantly different. The lower row results show the significance level of 0.000.
Thus, the comparison of the means and N value for keeping the card in terms of both the value (N = 222 customer keeping the card and consider above fair value) and the satisfaction of the credit card (N = 218 customer keeping the card and consider higher satisfaction) shows that the likelihood of keeping the card is more related to the value of the credit card than its satisfaction level.
Is the likelihood of a person recommending the card related more to its value or the satisfaction perceived by the customer?
In terms of the likelihood of the person recommending the card to the satisfaction level with the card is shown by the following Group Statistics.
| Group Statistics | |||||
| q4 | N | Mean | Std. Deviation | Std. Error Mean | |
| q4b | >= 3.00 | 218 | 3.3991 | 1.04789 | .07097 |
| < 3.00 | 26 | 2.0769 | 1.09263 | .21428 | |
| Independent Samples Test | ||||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | |||||
| F | Sig. | t | df | |||
| q4b | Equal variances assumed | .009 | .924 | 6.054 | 242 | |
| Equal variances not assumed | 5.857 | 30.743 | ||||
| Independent Samples Test | |||||
| t-test for Equality of Means | |||||
| Sig. (2-tailed) | Mean Difference | Std. Error Difference | 95% Confidence Interval of the Difference | ||
| Lower | |||||
| q4b | Equal variances assumed | .000 | 1.32216 | .21839 | .89196 |
| Equal variances not assumed | .000 | 1.32216 | .22573 | .86162 | |
There are 218 persons who are either not satisfied nor dissatisfied, satisfied, very satisfied that are showing the mean level of recommending the card as 3.3991. The significance level of this t-stat is 0.924, which is higher than 0.005; the variances are not significantly different. The upper row results show the significance level of 0.000.
Now in terms of the likelihood of the person recommending the card to the value of the card is shown by the following Group Statistics.
| Group Statistics | |||||
| q4c | N | Mean | Std. Deviation | Std. Error Mean | |
| q4b | >= 2.00 | 222 | 3.3964 | 1.04018 | .06981 |
| < 2.00 | 22 | 1.8636 | 1.03719 | .22113 | |
| Independent Samples Test | ||||||
| Levene’s Test for Equality of Variances | t-test for Equality of Means | |||||
| F | Sig. | t | df | |||
| q4b | Equal variances assumed | .236 | .628 | 6.594 | 242 | |
| Equal variances not assumed | 6.610 | 25.371 | ||||
| Independent Samples Test | |||||
| t-test for Equality of Means | |||||
| Sig. (2-tailed) | Mean Difference | Std. Error Difference | 95% Confidence Interval of the Difference | ||
| Lower | |||||
| q4b | Equal variances assumed | .000 | 1.53276 | .23244 | 1.07490 |
| Equal variances not assumed | .000 | 1.53276 | .23189 | 1.05553 | |
There are 222 persons who wither consider the value of the card as fair or above that are showing the mean level of recommending the card as 3.3964. The significance level of this t-stat is 0.628 which is higher than 0.005; the variances are not significantly different. The upper row results show the significance level of 0.000.
Thus, the comparison of the means and N value for recommending the card in terms of both the value (N = 222 customer recommending the card and consider above fair value) and the satisfaction of the credit card (N = 218 customer recommending the card and consider higher satisfaction) shows that the likelihood of recommending the card is more related to the value of the credit card than its satisfaction level.
c) Is there a significant difference between how consumer’s rate courtesy and friendliness of a customer service agent? Is there a significant difference between how consumers perceive professionalism and efficiency of handling the customer service call? Finally, is there a significant difference between the customer’s ratings of the rep’s concern for her needs and the reps’ ability to make the customer feel important? Does it make sense to measure these three questions using two survey items each?
How consumer’s rate courtesy and friendliness of a customer service agent?
| One-Sample Statistics | ||||
| N | Mean | Std. Deviation | Std. Error Mean | |
| q5c | 244 | 4.3730 | .82418 | .05276 |
| q5h | 244 | 4.2254 | .90858 | .05817 |
| One-Sample Test | ||||||
| Test Value = 0 | ||||||
| t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | ||
| Lower | Upper | |||||
| q5c | 82.880 | 243 | .000 | 4.37295 | 4.2690 | 4.4769 |
| q5h | 72.644 | 243 | .000 | 4.22541 | 4.1108 | 4.3400 |
The mean ratings for the customer’s consideration of the customer representative as courteous are 4.37, while the mean ratings for the customer consideration of the customer representative as friendly are 4.22. There is a difference in this mean however it is not very different as the results show that the customers have agreed somewhat with the fact that the customer representative is courteous and friendly.
How consumers perceive professionalism and efficiency of handling the customer service call?
| One-Sample Statistics | ||||
| N | Mean | Std. Deviation | Std. Error Mean | |
| q5b | 244 | 4.2828 | .95039 | .06084 |
| q5i | 244 | 4.3852 | .85053 | .05445 |
| One-Sample Test | ||||||
| Test Value = 0 | ||||||
| t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | ||
| Lower | Upper | |||||
| q5b | 70.391 | 243 | .000 | 4.28279 | 4.1629 | 4.4026 |
| q5i | 80.538 | 243 | .000 | 4.38525 | 4.2780 | 4.4925 |
The mean ratings for the customer’s consideration of the customer representative as handling the calls efficiently are 4.282, while the mean ratings for the customer consideration of the customer representative as professional are 4.3852. There is a difference in this mean however it is not very different as the results show that the customers have agreed somewhat with the fact that the customer representative is efficient as well as professional.
The customer’s ratings of the rep’s concern for her needs and the reps’ ability to make the customer feel important
| One-Sample Statistics | |||||||||
| N | Mean | Std. Deviation | Std. Error Mean | ||||||
| q5d | 244 | 3.8484 | 1.19221 | .07632 | |||||
| q5k | 244 | 3.3238 | 1.28848 | .08249 | |||||
| One-Sample Test | |||||||||
| Test Value = 0 | |||||||||
| t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | |||||
| Lower | Upper | ||||||||
| q5d | 50.422 | 243 | .000 | 3.84836 | 3.6980 | 3.9987 | |||
| q5k | 40.295 | 243 | .000 | 3.32377 | 3.1613 | 3.4862 | |||
The mean ratings for the customer’s consideration of the customer representative as concerned about their needs are 3.8484, while the mean ratings for the customer consideration of the customer representative as making them feel important are 3.323. There is a difference in this mean and it is very significant as the results show that the customers have chosen more option of “neither agreed nor disagreed” with the fact that the customer representative has made them feel important and have shown mean level of “Agreed Somewhat” for the fact that representatives are concerned about their needs. Thus, there is a significant difference in the mean ratings for these two measures.
Does it make sense to measure these three questions using two survey items each?
Yes, it does. This is because of the reason that both of the survey items selected in pairs are similar in their meanings and show how the customers perceive the questions and answer accordingly.
