Answer:
a) Rating Frequency Percent Frequency
Excellent 18 ___36%____Very Good 25 ___50%____Good 4 ___8%____Fair 1 2% Poor 2 4% Total 50 100 What do these summaries indicate about the overall customer satisfaction with the Delta flight? ____94%______ % customers are satisfied with the Delta Flight Et either a good, very good, or excellent rating. Only ____6%_______% of customers rated the Delta flight Fair or Poor.
b. The online survey questionnaire enabled respondents to explain any aspect of the flight that Failed to meet expectations. Would this be helpful information to a manager looking for ways to improve the overall customer satisfaction on Delta flights? Explain.
Allowing survey respondents to explain their 5-point scale responses would provide helpful information to managers looking for ways to improve customer satisfaction on Delta flights. The ____6______% respondents indicating that the flight failed to meet expectations would have the opportunity to provide detailed information about their expectations.
Step-by-step explanation:
a) Data and Calculations:
Rating Frequency Percent Frequency
Excellent 18 ____36%___
Very Good 25 ____50%___
Good 4 ____ 8%___
Fair 1 ____ 2%___
Poor 2 _____4% __
Total 50 100%
b) Percentage Frequencies are obtained as follows:
Excellent = 18/50 * 100 = 36%
Very Good = 25/50 * 100 = 50%
Good = 4/50 * 100 = 8%
Fair = 1/50 * 100 = 2%
Poor = 2/50 * 100 = 4%
c) Good, very good, and excellent = 47/50 * 100 = 94%
d) Fair or Poor rating = 3/50 * 100 = 6%
e) Moreover, dissatisfied customers can be sources of great information on the performance of a good or service. Though, with only 6% of customers giving a dissatisfaction rating with the Delta flights, it is still important to dive deep to unearth the reasons for their dissatisfaction as this may provide valuable information to improve the services. Usually, this class of customers is the most sincere in most cases, unless their dissatisfaction can be proved to be attitudinal on their own part.
