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 5 Application Assignments

Question 1: Are there differences in perceptions of delivery reliability between the companies who resell as a private label, manufacturer brand, or a combination of both?
1. Run the one-way ANOVA.
2. Use type of company sales as the independent variable.
3. Use delivery reliability as the dependent variable.
4. Select descriptive statistics and tests of homogeneity.
5. Choose an appropriate post-hoc comparison to evaluate the differences between groups.

Question 2: Did company size and structure of procurement impact overall customer satisfaction in January?
1. Run a two-way between groups ANOVA.
2. Use size and structure of procurement as independent variables.
3. Use overall satisfaction in January as the dependent variable.
4. Report the descriptive statistics, assumptions tests, effect sizes (partial eta) as well as tests of statistical significance.

Question 3: Has overall customer satisfaction changed since the change in ownership? And, are smaller companies more satisfied than larger companies?
1. Run a one-way between groups ANCOVA.
2. Use size as independent variables.
3. Use overall satisfaction in January as the covariate.
4. Use overall satisfaction in June as the dependent variable.
5. Report the descriptive statistics, assumptions tests, effect sizes (partial eta) as well as tests of statistical significance.

Write a brief conclusion statement summarizing your results. What can you tell this manufacturing company about their customers? Has the change in ownership improved customer satisfaction? What types of customers seem to be most satisfied with this company?