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Customer Satisfaction Factors Analysis

The document presents the solutions to three questions from a statistics and probabilities exam. The first question analyzes the factors that influence customer satisfaction levels at a service center, finding that the factor with the highest correlation is the relationship between price and service. The second question determines that the highest standard deviation corresponds to the monthly income of Company B. The third question calculates the coefficient of variation of the ages of the customers of a bank.

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0% found this document useful (0 votes)
8 views15 pages

Customer Satisfaction Factors Analysis

The document presents the solutions to three questions from a statistics and probabilities exam. The first question analyzes the factors that influence customer satisfaction levels at a service center, finding that the factor with the highest correlation is the relationship between price and service. The second question determines that the highest standard deviation corresponds to the monthly income of Company B. The third question calculates the coefficient of variation of the ages of the customers of a bank.

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© All Rights Reserved
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SOLUTION TO THE SECOND EXAMINATION OF STATISTICS AND PROBABILITIES

Question 1 (random, 2.8 points)

a) The following table shows three factors that influence the level of satisfaction of a
customer service center client sample: Wait time in
minutos, trato recibido (de 0 a 10) y relación entre el precio y el servicio (de 0 a 10).

Relationship
Time of
Wait Deal between the Level of
received price and satisfaction
(minutes) servicio
15 6 6 8
10 4 8 10
13 4 6 4
18 4 6 6
35 2 4 4
10 6 8 10
13 6 10 8
15 4 10 10
21 4 2 4
40 2 4 2

What factor influences the level of satisfaction the most? Write the coefficient of
correlation of the factor that influences the most.

Solution:

Calculating the Pearson coefficient in Excel, we find that the correlations between
the 3 factors with the variable Level of satisfaction are:

0.81320898
Relationship between price and service
0.67511652
Treatment received
-0.77426218
Waiting time

The strongest correlation occurs with the variable Relationship between price and service, with a
Pearson correlation coefficient of 0.81.
b) The following table shows three factors that influence the level of satisfaction of a
sample of customers in a consumer service center: Waiting time in
minutos, trato recibido (de 0 a 10) y relación entre el precio y el servicio (de 0 a 10).

Time of Relationship
Deal between the Level of
Wait
received price and satisfaction
(minutes) service
12 6 6 8
3 4 5 10
13 4 6 4
18 4 6 6
35 2 4 4
8 6 8 10
18 6 10 8
10 4 10 10
21 4 2 4
35 2 4 2

What factor influences satisfaction the most? Write the coefficient of


correlation of the factor that influences the most.

Solution:

Calculating the Pearson coefficient in Excel, we find that the correlations between
the 3 factors with the variable Level of satisfaction are:

Relationship between price and service 0.67739451


Treatment received 0.67511652
Wait time -0.82551114

The strongest correlation is with the variable Waiting time, with a coefficient
Pearson correlation of -0.83.

Question 2 (2.8 points)


Below are two tables showing the monthly income in
dollars and in soles from two samples of workers from different companies:
Company B
Company A
Income in soles Workers
Dollar income Workers
[ 890 ; 1340 ] 3
[ 350 ; 470 ] 4
[ 1341 ; 1791 ] 7
[ 471 ; 591 ] 8
[1792; 2242] 14
[ 592 ; 712 ] 13
[ 2243 ; 2693 ] 8
[ 713 ; 833 ] 8
[ 2694 ; 3144 ] 7
[ 834 ; 954 ] 6
[ 3145 ; 3595 ] 6
[ 955 ; 1075 ] 6

Determine the standard deviation of the company whose monthly revenues show the highest.
dispersion.

Solution:

We calculate the measures of dispersion using the following tables:

Company A
Intervals fi Xi *Xi ∑(Xi-X)²
[ 350 ; 470 ] 4 410 1640 362778.67
[ 471 ; 591 ] 8 531 4248 259648.19
[ 592 ; 712 ] 13 652 8476 45491.94
[ 713 ; 833 ] 8 773 6184 30597.88
[ 834 ; 954 ] 6 894 5364 200592.55
[ 955 ; 1075 ] 6 1015 6090 553928.68
45 32002 1453037.91

Company B
Intervals fi Xi *Xi (Xi-X)^2
[ 890 ; 1340 ] 3 1115 3345 4124972.28
[ 1341 ; 1791 ] 7 1566 10962 3644945.92
[ 1792 ; 2242 ] 14 2017 28238 1025141.04
[ 2243 ; 2693 ] 8 2468 19744 260353.28
[ 2694 ; 3144 ] 7 2919 20433 2790661.72
[ 3145 ; 3595 ] 6 3370 20220 7029538.56
45 102942 18875612.80

Thus we obtain the following results:

Company A
Company B
2287.6
711.155556
Average
Average
428991.20
33023.59
Variance
Variance
654.97
181.72
Deviations. Est.
Desv. Est.
28.63
25.55
CV
CV
0.29
0.26
CV
CV

Comparing the coefficients of variation, we see that the monthly income of company B
they show greater dispersion, and the standard deviation is 654.97.

["Acceptable answers: 654.97; 654.97; 654.9; 654.9."]

Question 3 (random, 2.8 points)


a) The following incomplete table corresponds to the ages of the bank's clients.
a specific day:

Ages fi Fi hi
[ 30 ; 38 ] 2
[ 39 ; 47 ] 5
[ 48 ; 56 ] 9
[ 57 ; 65 ] 8
[ 66 ; 74 ] 0.25
[ 75 ; 83 ] 28

Determine the coefficient of variation. Provide your answer with 2 decimals and using a point.
as a decimal separator.

Solution:

We complete the table, which allows us to obtain the absolute frequencies.


shown in the following table:

Intervals fi Xi Xi (Xi-X)^2
[ 30 ; 38 ] 2 34 68 1423.49
[ 39 ; 47 ] 3 43 129 937.60
[ 48 ; 56 ] 4 52 208 301.27
[57; 65] 8 61 488 0.83
[66; 74] 7 70 490 608.22
[ 75 ; 83 ] 4 79 316 1342.70

28 1699 4614.11

We calculate the coefficient of variation with these data:

Average 60.68
Variance 170.89
Devel. Est. 13.07
Resume 0.22
CV 21.54

Respuestas aceptables: 21.54; 21,54; 0.22; 0,22; 21.54%; 0.2; 0,2


b) The following incomplete table corresponds to the ages of the bank's clients in
a specific day:

Ages fi Fi hi
[ 30 ; 37 ] 1
[38; 45] 5
[ 46 ; 53 ] 10
[ 54 ; 61 ] 0.25
[62; 69] 6
[ 70 ; 77 ] 28

Determine the coefficient of variation. Provide your answer with 2 decimal places and using a point.
as a decimal separator.

Solution:

We complete the table, thus obtaining the absolute frequencies fi that are
they show in the following table:

Intervals fi Xi *Xi (Xi-X)^2


[ 30 ; 37 ] 1 33.5 33.5 576.00
[ 38 ; 45 ] 4 41.5 166 1024.00
[ 46 ; 53 ] 5 49.5 247.5 320.00
[ 54 ; 61 ] 7 57.5 402.5 0.00
[ 62 ; 69 ] 6 65.5 393 384.00
[ 70 ; 77 ] 5 73.5 367.5 1280.00

28 1610 3584.00

We calculate the coefficient of variation with these data:

Average 57.50
Variance 132.74
Deviation Standard 11.52
CV 0.20
CV 20.04

Respuestas aceptables: 20.04; 20,04; 0.20; 0,20; 20.04%; 20.0; 20,0

Question 4 (random, 2.8 points)


a) The number of study hours dedicated to the subject of Statistics and
Probabilities and the final averages of a group of students are:

Hours Evaluation
(X) (Y)
20 11
16 9
32 13
23 10
27 13
32 16
18 10
22 12
20 10
10 8

Determine the Spearman correlation coefficient.

Solution:

We calculate the ranges:

Hours Qualification Ranks


d d squared
(X) (Y) X Y
20 11 4.5 6 -1.5 2.25
16 9 2 2 0 0
32 13 9.5 8.5 1 1
23 10 7 4 3 9
27 13 8 8.5 -0.5 0.25
32 16 9.5 10 -0.5 0.25
18 10 3 4 -1 1
22 12 6 7 -1 1
20 10 4.5 4 0.5 0.25
10 8 1 1 0 0
15

We replace in the formula of Spearman's correlation coefficient:

6∗15
r s=1− 2
=0.9090901
10∗( 10−1 )
b) The number of study hours dedicated to the subject of Statistics and
Probabilities and the final averages of a group of students are:

Hours Qualification
(X) (Y)
15 12
17 9
29 15
21 12
29 15
28 15
16 12
25 16
18 13
6 7

Determine the Spearman correlation coefficient.

Solution:

We calculate the ranges:

Calibration Hours Ranks


d d squared
(X) (Y) X Y
15 12 2 4 -2 4
17 9 4 2 2 4
29 15 9.5 8 1.5 2.25
21 12 6 4 2 4
29 15 9.5 8 1.5 2.25
28 15 8 8 0 0
16 12 3 4 -1 1
25 16 7 10 -3 9
18 13 5 6 -1 1
6 7 1 1 0 0
27.5

We replace in the formula of Spearman's correlation coefficient:


6∗27.5
r s=1− 2
=0.8333333
10∗( 10−1 )

Question 5 (random, 2.8 points)


a) The following table shows the heights in centimeters and the weights in kilograms of
a sample of students:

Estatura (X) Peso (Y)


170 75
160 65
180 76
159 57
181 85
163 64
168 70
176 72
174 80
162 67
How much would a student who is 190 cm tall weigh?

Solution:
In Excel, we determine the slope and the Y-intercept of the line of
linear regression
b 0.89704669 =SLOPE(B2:B11,A2:A11)
=[Link](B2:B11,A2:A1
a -80.7700049 1)
The equation of the line is Y=-80.7700049+0.89704669*X. If X=190, then the weight Y
es89.67.
b) The following table shows the heights in centimeters and the weights in kilograms of
a sample of students:

Estatura (X) Peso (Y)


172 73
158 68
177 72
155 57
180 84
161 61
166 67
178 73
172 77
162 66
How much would a student who is 190 cm tall weigh?

Solution:

In Excel, we determine the slope and the Y-intercept of the line of


linear regression

b 0.75283256 =SLOPE(B2:B11,A2:A11)
a -56.751154 =[Link](B2:B11,A2:A11)
The equation of the line is Y=-56.751154+0.75283256*X. If X=190, then the weight Y.
es86.29
Question 6 (random, 3 points)

a) Question 6.a

Given the following frequency table of a data sample:

Interval fi
30 70 15
71 111 f2
112 152 f3
153 193 20
If it is known that f2 is to f3 as 2.5 is to 1 and that the average is 111.5, determine the deviation.
standard.

Solution:

From the statement f2 is to f3 as 2.5 is to 1, we can deduce that f=2.5k


2 f=1
y k3 .

We substitute the data into the average formula:

X́ = ∑
f i Xi
´
⇒X∗n= f∑X i i
n
111.5*n=15*50+2.5k*91+1k*132+20*173

Where is the following equation (A) obtained from:

111.5*n=359.5*k+4210
In addition, we know that the number of data points is equal to the sum of the frequencies, so it
obtain the following equation:

n=15+2.5k+1k+20
We multiply this equation by the average and obtain equation (B):

111.5*n=390.25*k+3902.5
We determine k y n with equations (A) and (B), obtaining thatk =10yn=70, with which
f=25f=10
2 y 3 .

Therefore, the table is:

Interval fi Xi *Xi (Xi-X)^2


[ 30 ; 70 ] 15 50 750 56733.75
[ 71 ; 111 ] 25 91 2275 10506.25
[ 112 ; 152 ] 10 132 1320 4202.5
[ 153 ; 193 ] 20 173 3460 75645
70 7805 147087.5
Where does it come from that the standard deviation is:

Average 111.5
Variance 2131.70
Development. State. 46.17

Respuestas aceptables: 46.17;46,17;46.16;46.18;46.15;46.19

b) Question 6.b

Given the following frequency table of a data sample:

[Interval] fi
10 45 15
46 81 f2
82 117 f3
118 153 20
If it is known that f2 is to f3 as 2.5 is to 1 and that the average is 81.5, determine the deviation.
standard.

Solution:

From the statement f2 is to f3 as 2.5 is to 1, we can deduce that f=2.5k


2 f=1
y k3 .

We replace the data in the average formula:

X́ = ∑
f i Xi
´
⇒X∗n= f∑X i i
n
81.5*n=15*27.5+2.5k*63.5+1k*99.5+20*135.5

Where is the following equation (A) obtained from:

81.5*n=258.25*k+3122.5

In addition, we know that the number of data points is equal to the sum of the frequencies, so it
obtain the following equation:

n = 15 + 2.5k + 1k + 20
We multiply this equation by the average and obtain equation (B):

81.5*n=285.25*k+2852.5

We determine k y n with the equations (A) and (B), obtaining thatk =70n=10
y , with which
f=25f=10
2 y 3 .

Therefore, the table is:

Interval fi Xi *Xi ∑(Xi-X)²


[ 10 ; 45 ] 15 27.5 412.5 43740
[ 46 ; 81 ] 25 63.5 1587.5 8100
[ 82 ; 117 ] 10 99.5 995 3240
[ 118 ; 153 ] 20 135.5 2710 58320
70 5705 113400
Where it is obtained that the standard deviation is:

Average 81.5
Variance 1643.48
Devt. Est. 40.54
Respuestas aceptables: 40.54;40,54;40.55;40.53;40.52;40.56

c) Question 6.c

Given the following frequency table of a data sample:

[Interval] fi
20 35 35
36 51 f2
52 67 f3
68 83 5
If it is known that f2 is to f3 as 2.5 is to 1 and that the average is 40.3, determine the standard deviation.
standard.

Solution:

From the statement f2 is to f3 as 2.5 is to 1, we can deduce that f=2.5k


2 f=1
y k3 .

We replace the data in the average formula:

X́ = ∑
f i Xi
´
⇒X∗n= f∑X i i
n
40.3*n=35*27.5+2.5k*43.5+1k*59.5+5*75.5
Where does the following equation (A) come from?

40.3*n=168.25*k+1340

Furthermore, we know that the number of data is equal to the sum of the frequencies, so it
obtain the following equation:

n=35+2.5k+1k+5
We multiply this equation by the average and obtain equation (B):

40.3*n=141.05*k+1612
We determine k y n with the equations (A) and (B), obtaining thatk =10yn=75, with which
f=25f=10
2 y 3 .

Therefore, the table is:

Interval fi Xi *Xi ∑(Xi-X)²


[ 20 ; 35 ] 35 27.5 962.5 5734.4
[ 36 ; 51 ] 25 43.5 1087.5 256
[ 52 ; 67 ] 10 59.5 595 3686.4
[ 68 ; 83 ] 5 75.5 377.5 6195.2
75 3022.5 15872
Where it is obtained that the standard deviation is:

Average 40.3
Variance 214.49
Dev. Est. 14.65

["Acceptable answers: 14.65; 14.65; 14.63; 14.64; 14.66; 14.67"]

Question 7 (Random, 3 points)

a) A study analyzes the weekly earnings of a sample of 100 workers


from a company, which are divided into permanent and temporary employees. The permanent ones
they earn weekly salaries less than or equal to $443 and at least $111. The 10%
workers are temporary and work ad honorem or receive compensations
less than or equal to $110. Of the appointed workers, 20 receive wages that are not
greater than $221 weekly. 60% of the 100 workers in the sample earn
income less than or equal to $332 weekly. With this information complete the
next table and determine the standard deviation of the weekly earnings of the 100
company workers.

Assets fi Fi
weekly
[ 0 ; ]
[ 111 ; ]
[ ; ]
[ ; 443 ]
Solution:
As indicated in the statement, workers are divided into appointed and
Possible. The appointees have weekly earnings ranging from $111 to $443, with the
which we can affirm that the last 3 intervals correspond to the workers
named and the first interval corresponds to temporary workers.

From the statement, it is inferred that there are a total of 10 temporary workers, whose salaries
weekly are in the interval [0;110], for 'ad honórem' means that it does not receive
no monetary compensation. Therefore, the table is as shown at
continuation:

Assets fi Fi
weekly
[0; 110] 10 10
111 ]
[ ; ]
[ ; 443 ] 100

From the previous step, we can deduce that the width of the intervals is 110. It is deduced
of the statement that 20 named workers have weekly wages in the
interval [ 111 ; 221 ], so the table looks like this:
Assets fi Fi
weekly
[ 0 ;110 ] 10 10
[ 111 ; 221] 20 30
[ 222 ; ]
[ ; 443 ] 100

Finally, from the sentence "60% of the 100 workers in the sample earn salaries"
less than or equal to $332 per week" we can affirm that the third interval is
and that its cumulative frequency is 60, therefore the frequency table is
the following:

Assets fi Fi
weekly
[ 0 ;110 ] 10 10
[ 111 ; 221] 20 30
[ 222 ; 332] 30 60
[ 331 ;443 ] 40 100

We built the table for the calculation of the standard deviation:

[Interval] fi Fi Xi Xi*fi ∑(Xi-X)²


0 110 10 10 55 550 492840
111 221 20 30 166 3320 246420
222 332 30 60 277 8310 0
333 443 40 100 388 15520 492840
100 27700 1232100

So the standard deviation is:

Average 277.00
Variance 12445.45
Deviation. Est. 111.56
b) A study analyzes the weekly earnings of a sample of 100 workers.
from a company, which are divided into permanent and temporary. The permanent
they earn weekly wages less than or equal to $363 and at least $91. 5% of
workers are temporary and work on an honorarium basis or receive compensation
less than or equal to $90. Of the appointed workers, 15 receive non-wage benefits.
greater than $181 per week. 85% of the 100 workers in the sample earn
amounts less than or equal to $272 weekly. With this information, complete the
next table and determine the standard deviation of the weekly earnings of the 100
company employees.

Assets fi Fi
weekly
[ 0 ; ]
[ 91 ; ]
[ ; ]
[ ; 363 ]

Solution:
We complete the table just like in the previous problem:

Assets fi Fi
weekly
[0; 90] 5 5
[91; 181] 15 20
[182; 272] 65 85
[ 273 ; 363 ] 15 100

We determine the necessary columns for the calculation of the standard deviation:

[Interval] fi Fi Xi Xi*fi ∑(Xi-X)²


0 90 5 5 45 225 149472.05
91 181 15 20 136 2040 100614.15
182 272 65 85 227 14755 5382.65
273 363 15 100 318 4770 150300.15
100 21790 405769

So the standard deviation is:

Average 217.90
Variance 4098.68
Dev. Est. 64.02

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