In January ‘08, fifty customers of a lumber manu...

A Survey of 50 Companies

 

In January ‘08, fifty customers of a lumber manufacturer were surveyed regarding their satisfaction with products and service. These customers buy from the supplier and sell to retail chains like Home Depot and Lowes. Shortly after, the manufacturing company was sold. In June ‘08, the customers were telephoned and interviewed and were asked to rate overall satisfaction again.

 

Variable

Position

Label

Measurement Level

id

1

ID Scale Participant ID number
delivery

2

Delivery Reliability Scale On a scale of 1 to 10, how would you rate the reliability of delivery of your orders?
Prodsat

3

Product Satisfaction Scale On a scale of 1 to 10, how would you rate your satisfaction with the quality of your most recently purchased products?
Techsat

4

Technical Support Scale On a scale of 1 to 10, how would you rate your satisfaction with the technical support?
Salesat

5

Salesforce Scale On a scale of 1 to 10, how would you rate your satisfaction with the sales support?
Size

6

Firm Size Ordinal 0 = small (less than 100 emp.) 1 = large (100 or more)
Usage

7

Usage Level Scale What percent of your purchases are from our company?
Satjan

8

Overall Satisfaction in January Scale On a scale of 1 to 7, rate your overall satisfaction with your most recent purchasing experience.
Satjun

8

Overall Satisfaction in June Scale On a scale of 1 to 7, rate your overall satisfaction with your most recent purchasing experience.
Structure

10

Structure of Procurement Nominal How your purchasing is structured?

0 = Decentralized; 1 = Centralized

OwnType

11

Type of Ownership Nominal 0 = Publicly Traded; 1 Privately owned
PurType

12

Type of Purchasing Nominal 1 = Private Label; 2 = Company Brand; 3 = Both

Variables in the working file

 

 

For each research question, describe in your Microsoft Word document the application of the seven steps of the hypothesis testing model.

 

Step 1: State the hypothesis (null and alternate).

Step 2: State your alpha (unless requested otherwise, this is always set to alpha = .05).

Step 3: Collect the data (use one of the data sets).

Step 4: Calculate your statistic and p-value. (This is where you run spss and examine your output files.)

Step 5: Accept or reject the null hypothesis. (This is where you report the results of your analyses t (df) = t-value, p = sig. level.)

Step 6: Assess the Risk of Type I and Type II Error. (Did the data meet the assumptions of the statistic, effect size, and sample size?)

Step 7: State your results in APA style and format.

 

 

 

 

MODULE 6 Application Assignments

 

 

 

Question 1: Is there a relationship among the variables measuring different aspects of customer satisfaction?

 

1. Run a Pearson correlation matrix using delivery reliability, product satisfaction, technical support, sales satisfaction, overall satisfaction in January and overall satisfaction in June.

 

2. Create a scatterplot for the following pairs: (1) delivery reliability—overall satisfaction in June; (2) product satisfaction—overall satisfaction in June.

 

3. Report the descriptive statistics, assumptions tests, as well as tests of statistical significance identify of positive and negative relationships.

 

 

 

Question 2: Does delivery reliability impact overall satisfaction in June?

 

1. Run a simple regression using delivery reliability as the independent variable and overall satisfaction in June as the dependent variable.

 

2. Report the descriptive statistics, assumptions tests (scatter plots), as well as tests of statistical significance.

 

 

 

Question 3: Does delivery reliability and product satisfaction impact overall satisfaction in June?

 

1. Run a stepwise multiple regression using delivery reliability and product satisfaction as the independent variables and overall satisfaction in June as the dependent variable.

 

2. Report the descriptive statistics, assumptions tests (scatter plots), as well as tests of statistical significance.

 

 

 

Write a brief conclusion statement summarizing your results. What can you tell this manufacturing company about the relationship among satisfaction variables? Are there any areas they need to improve? Does adding a second variable to the regression equation increase prediction of customer satisfaction?

 

 

 

MODULE 7 Application Assignments

 

 

 

Question 1: Before the change of ownership, the company was encouraging its customers to reduce private labeling as a way to reduce cost of goods sold. Explore the distribution of customers by company sales. Does the distribution of customers (private label, brand label, or both) differ from what one would expect by chance?

 

    Run a chi square goodness of fit using Company Sales as the variable with “all categories equal”. Report the observed and expected values and the tests of statistical significance.

 

 

 

Question 2: Run a chi square goodness of fit using purchase type as the variable with “all categories unequal” for the expected value.

 

1. Run a chi square goodness of fit using purchase type as the variable with 12, 26, and 12 as the expected values.

 

2. Report the observed and expected values and the tests of statistical significance.

 

 

 

Question 3: Is there a relationship between the type of purchasing and the structure of procurement?

 

1. Run chi-square independence test (crosstabs) using type of purchasing in the rows and structure of procurement in the column.

 

2. Use the chi square and the phi coefficient to evaluate the relationship and statistical significance.

 

3. Report the observed and expected values and the tests of statistical significance.

 

 

 

 

 

 

 


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