[EX11-18] One of the major benefits of email is that it makes it possible to communicate rapidly without getting a busy signal or no answer, two major criticisms of telephone calls. But does email succeed in helping solve the problems people have trying to run computer software? A study polled the opinions of consumers who tried to use e-mail to obtain help by posting a message online to their PC manufacturer or authorized representative.

Results are shown in the following table.

Result of Online Query Percent Never got a response 14 Got a response, but it didn’t help 30 Response helped, but didn’t solve problem 34 Response solved problem 22 Source: PC World, “PC World’s Reliability and Service Survey” As marketing manager for a large PC manufacturer, you decide to conduct a survey of your customers using your e-mail records to compare against the published results. To ensure a fair comparison, you elect to use the same questionnaire and examine returns from 500 customers who attempted to use e-mail for help from your technical support staff. The results follow:

Result of Online Query Number Responding Never got a response 35 Got a response, but it didn’t help 102 Response helped, but didn’t solve problem 125 Response solved problem 238 Total 500 Does the distribution of responses differ from the distribution obtained from the published survey?

Test at the 0.01 level of significance.

a. Solve using the p-value approach.

b. Solve using the classical approach.