Customer Ratings of an Automobile Service Center [Data CA 19-01]

A number of retailers regularly survey their customers to determine among other things, whether they were happy with their purchase or service and whether they intended to return. A chain of hardware stores/automobile service centers is one such company.

At the completion of repair work customers are asked to fill out the following form:

A random sample of 134 responses was drawn. The responses to questions 1 through 4 ( 1 = poor, 2 = fair, 3 = good, 4 = very good) are stored in columns 1 through 4, respectively. Responses to question 5(2 = yes, 1 = no) are stored in column 5. Column 6 stores a 1 if a positive comment was made, 2 if a negative comment was made, and 3 if no comment was made

a.Can we infer that those who say they will return assess each category higher than those who will not return?

b. Is there sufficient evidence to infer that those who make positive comments, negative comments, and no comments differ in their assessment of each category?

c. Prepare a presentation for the company's executive describing your analysis.