Questions:

In order to determine customer satisfaction rates, a retail company conducted surveys of 582

customers at 4 store locations. From the survey results, you found that the quality of customer

service was the most important factor to a customer's overall satisfaction. Given this information,

answer the following questions;

1. You want to test whether each of the store locations provides a similar and

adequate level of customer service?

2. What if your observation considered a particular store have higher level of

satisfaction? Justify you answer from crosstab table.

3. Does the store satisfaction vary across gender? Justify your answer from chi-

square table.

4. As general observation from the cross-tabulation table, who are the more

satisfied? Male or Female customers, Justify your answer?

Notes:

The results of the survey are stored in satisf.sav . Use the Cross-tabulation procedure to test the

hypothesis that the levels of service satisfaction are constant across stores.

Hints:

To run a Crosstabs analysis, from the menus choose:

Analyse, Statistics, Select Store as the row variable. Select

Service satisfaction as the column variable. ,Click Statistics.--Select Chi-square, Click

Continue. ,Click OK in the Crosstabs dialog box.

**For question no 3 use Gender as row variable instead of store variable.

These selections produce a cross tabulation table, a chi-square test, for Store by Service

satisfaction.

For satisfv.sav file access https://drive.google.com/file/d/1c2y1rKikroBZkiTLnrbNXV16ZuBCVbOI/view?usp=sharing