Assume that you are a manager at one of three hospitals belonging to the Warm & Caring Healthcare Corporation. In an attempt to improve service and customer satisfaction, the Corporation conducted a patient satisfaction survey. The survey measured both the "importance" of different attributes and the level of "satisfaction" for each attribute. The results from the survey are shown below. 

1. Which hospital appears to be most effective in terms of patient satisfaction? 

2. Which hospital appears to be least effective in terms of patient satisfaction?

3. Assuming that you are a manager at Hospital A, which attribute would you focus on improving?

4. Assuming that you are a manager at Corporate Headquarters, which attribute would you focus on to improve the entire corporation?

Attribute Friendliness of Employees Competence of Support Personnel Convenience of Location Variety of Menu Items Quality of Food Variety of Services Provided Response to Needs and Concerns Competence of Physicians Appearance of Facilities Costs and Billing Where 1 equals "most important" and 10 equals "least important" Attribute Competence of Physicians Friendliness of Employees Competence of Support Personnel Response to Needs and Concerns Quality of Food Convenience of Location Variety of Menu Items Variety of Services Provided Appearance of Facilities Costs and Billing Hosp A 6.18 4.35 5.24 5.62 4.25 4.82 4.47 Importance Ranking 6.00 6.40 5.31 236 Hosp B 6.29 5.57 6.10 1 Average Satisfaction Rating Hosp C 5.88 4.49 5.22 4.14 6.01 5.70 5.24 Where 1 equals "very dissatisfied" and 7 equals "very satisfied" 9 10 6.05 5.13 5.19 4.76 4.00 5.01 4.27 5.28 5.13 5.44 Total 6.14 5.21 5.51 5.28 4.25 5.02 4.29 5.76 5.74 5.33