Customer Satisfaction Factors Analysis
Customer Satisfaction Factors Analysis
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
Solution:
Calculating the Pearson coefficient in Excel, we find that the correlations between
the 3 factors with the variable Level of satisfaction are:
The strongest correlation is with the variable Waiting time, with a coefficient
Pearson correlation of -0.83.
Determine the standard deviation of the company whose monthly revenues show the highest.
dispersion.
Solution:
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
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.
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:
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
Average 60.68
Variance 170.89
Devel. Est. 13.07
Resume 0.22
CV 21.54
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:
28 1610 3584.00
Average 57.50
Variance 132.74
Deviation Standard 11.52
CV 0.20
CV 20.04
Hours Evaluation
(X) (Y)
20 11
16 9
32 13
23 10
27 13
32 16
18 10
22 12
20 10
10 8
Solution:
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
Solution:
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:
Solution:
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
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:
X́ = ∑
f i Xi
´
⇒X∗n= f∑X i i
n
111.5*n=15*50+2.5k*91+1k*132+20*173
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 .
Average 111.5
Variance 2131.70
Development. State. 46.17
b) Question 6.b
[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:
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
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 .
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
[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:
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 .
Average 40.3
Variance 214.49
Dev. Est. 14.65
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
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:
Average 217.90
Variance 4098.68
Dev. Est. 64.02