Petro Duran believes that customer satisfaction is inversely correlated with the length of time passengers wait in line at the lobby of the Port of Miami.

To test this hypothesis, you requested one of your analysts to extract information on waiting time experienced by passengers over a period of 36 weeks for cross-reference with the satisfaction ratings recorded during the same period. This could be a reasonably accurate measure of the voice of the customer.

The analyst has produced information on a random sample of 90 groups with information on satisfaction rating, waiting, and service times, as well as the number of passengers in the group. See the chart below.

Deliverables

You are to draft a Progress Report to be discussed with Mr. Duran covering the work done in this project thus far. See guidelines for this report in the Course Case Study Section.

The Analyze Phase section of the report should provide answers to these questions:

• Can a relationship between waiting time and customer satisfaction ratings be established?
• What would be the expected impact in customer satisfaction resulting from the eventual reduction in passenger waiting time?

Include your calculations.

Tips

• Include a scatter plot (with trend line).
• Validate the linear regression model using Excel Data Analysis or a similar tool.
• Use the slope coefficient to estimate the impact of the independent variable over the dependent variable.

Data to use please

Group	Overall Satisfaction Rating (0 - 100)	Check In Process Port of Miami Satisfaction Rating (0 - 100)	Waiting Time (min)	Service Time (min)	Number of Passengers in the Group
1	76.60	51.91	4.7	35.8	7
2	66.27	48.28	15.6	28.6	4
3	66.63	47.79	14.2	29.8	4
4	70.07	45.12	23.2	13.3	2
5	75.75	52.60	3.5	27.2	7
6	71.05	44.20	22.4	17.0	3
7	68.33	51.67	6.8	24.7	5
8	66.39	44.08	26.5	21.8	3
9	59.33	40.49	28.1	3.5	1
10	76.16	51.27	3.1	16.5	3
11	71.32	44.57	24.3	20.7	4
12	55.26	42.93	20.3	34.5	10
13	61.60	43.86	22.4	26.7	5
14	67.61	48.88	10.1	7.9	2
15	74.53	52.96	3.4	30.7	8
16	67.58	42.80	27.9	13.2	2
17	61.13	43.21	30.1	15.8	3
18	62.21	44.93	15.9	15.7	2
19	66.56	38.96	25.6	35.0	7
20	60.65	44.53	22.5	3.6	1
21	64.00	47.63	13.8	16.7	2
22	70.79	51.57	2.0	20.1	3
23	64.50	41.81	26.2	15.3	3
24	72.26	50.28	11.3	18.7	3
25	68.25	46.71	16.6	18.6	3
26	67.21	45.73	21.3	5.1	1
27	73.42	50.29	8.1	18.5	4
28	58.83	37.95	27.7	11.4	2
29	71.09	51.78	6.8	18.9	3
30	71.64	54.82	4.2	11.3	3
31	65.35	48.81	8.4	22.2	6
32	60.21	37.58	25.5	25.0	5
33	71.51	46.09	17.5	6.3	1
34	63.05	45.34	22.6	13.8	2
35	63.34	46.81	14.1	9.3	2
36	77.30	50.84	3.5	7.5	2
37	50.52	38.33	22.1	35.2	7
38	54.42	41.53	23.2	13.5	3
39	59.68	34.67	42.1	10.9	3
40	55.00	38.31	31.2	30.0	5
41	62.38	42.69	18.4	11.9	2
42	64.18	45.38	17.4	18.0	3
43	70.67	49.75	11.5	16.0	3
44	66.47	42.13	23.3	16.4	4
45	68.09	45.76	18.6	14.9	2
46	69.15	45.73	16.9	31.0	7
47	75.16	48.07	9.5	37.8	8
48	74.66	48.26	14.8	13.7	2
49	64.32	47.67	10.7	28.4	8
50	66.61	45.19	28.1	33.0	6
51	59.24	34.91	39.1	20.4	3
52	57.77	40.15	32.0	8.0	2
53	66.74	46.85	11.8	19.7	4
54	68.82	48.50	16.8	14.4	3
55	63.16	44.26	19.2	9.9	2
56	72.71	48.86	14.7	12.8	4
57	70.35	55.58	5.0	33.3	8
58	79.23	51.17	4.5	38.4	7
59	67.63	47.65	22.9	22.9	3
60	70.76	49.59	10.6	13.3	2
61	71.07	43.55	19.7	20.5	5
62	74.02	48.20	12.4	16.1	3
63	67.82	45.49	19.0	21.3	4
64	59.49	42.39	28.0	13.5	2
65	63.34	39.02	29.1	22.5	6
66	58.88	41.31	35.0	17.9	3
67	70.14	50.57	11.0	42.7	9
68	64.84	46.91	15.0	15.7	3
69	52.89	40.78	24.5	21.4	3
70	61.70	41.05	23.7	29.8	6
71	61.09	44.16	25.5	25.6	6
72	69.35	47.97	15.1	11.0	3
73	57.99	43.09	24.2	23.6	4
74	79.00	51.06	4.0	23.8	4
75	57.71	43.91	29.6	9.6	2
76	66.47	44.32	23.0	19.1	3
77	76.82	53.77	3.7	21.9	5
78	64.63	46.06	12.5	12.7	3
79	65.00	48.28	11.2	20.6	3
80	65.46	46.43	18.7	15.4	2
81	69.65	50.64	5.3	11.6	2
82	75.40	52.25	4.6	5.9	1
83	70.61	48.60	11.0	10.4	2
84	57.28	42.58	25.5	14.7	3
85	64.45	46.79	18.2	27.9	8
86	77.66	50.69	3.2	1.0	1
87	61.89	45.88	11.7	25.2	5
88	64.32	46.16	24.5	17.0	4
89	62.08	45.74	23.9	8.7	1
90	58.65	41.64	30.0	20.2	4