ANOVA

1. A bank has taken a random sample of 4 customers for each set of various criteria to determine their level of customer satisfaction on a scale of 0 to 10. The data appear in the table below. (20 points)

Factor 1: Factor 2: Type of contact

Time of day Automated Bank Representative Row means

Morning 6, 5, 8, 4 8, 7, 9, 9 Row 1

= 5.75 = 8.25 = 7.00

Afternoon 3, 5, 6, 5 9, 10, 6, 8 Row 2

= 4.75 = 8.25 = 6.50

Evening 5, 5, 7, 5 9, 10, 10, 9 Row 3

= 5.50 = 9.50 =7.50

Column means Column 1 = 5.33 Column 2 = 8.67 Total =7.00

For the two measurement problem, use an a = 0.05 level of significance. Conduct appropriate hypothesis tests and conclude whether to reject or not reject the claim that:

a. there is no difference in population mean satisfaction depending on time of contact,

b. there is no difference in population mean satisfaction depending on type of customer contact and

c. there is no interaction between type of contact and time of contact.