Airport satisfaction. In 2019, the Journal of Tourism &

Hospitality published a research paper to determine customer satisfaction levels at the San Francisco International Airport (SFO) (https://www.longdom.org/open-access/

determinants-of-customer-satisfaction-

at-the-san-franciscointernational-

airport.pdf). The researchers categorized the customers’ age into 10 categories. Most customers fall under category 3, which constitutes ages 25 to 34 years. The study uses a five-point Likert scale (“Unacceptable (1),”

“Below Average (2),” “Average (3)” = 0, “Good (4),” and “Outstanding (5)” = 1) to capture the customers’ overall satisfaction with SFO. They found that in category 3, 21.88%

of customers rated SFO as outstanding, 58.12% as good, 18.75% as average, and 1.25% rated it to be below average.

a) What do you notice about the percentages for the fivepoint Likert scale? How could this be?

b) Construct a bar chart to display the results and label it clearly.

c) Would a pie chart be an effective way of communicating this information? Why?