A customer relations expert for a retail tire company is
interested in determining if there is any relationship between a
customer’s level of education and his or her rating of the quality
of the tire company’s service. The tire company administers a very
brief survey to each customer who buys a pair of tires and has them
installed at the store. The customer is asked to respond to the
quality of the service rendered as either “acceptable” or
“unacceptable.” In addition, each respondent is asked the level of
education attained from the categories of “high school only”or
“college degree.” These data are gathered on 25 customers and are
given below. Use this information to construct a cross-tabulation
table. Comment on any relationships that may exist in the
table.
Customer | Level of Education | Rating of Service |
1 | high school only | acceptable |
2 | college degree | unacceptable |
3 | college degree | acceptable |
4 | high school only | acceptable |
5 | college degree | unacceptable |
6 | high school only | acceptable |
7 | high school only | unacceptable |
8 | college degree | acceptable |
9 | college degree | unacceptable |
10 | college degree | unacceptable |
11 | high school only | acceptable |
12 | college degree | acceptable |
13 | college degree | unacceptable |
14 | high school only | acceptable |
15 | college degree | acceptable |
16 | high school only | acceptable |
17 | high school only | acceptable |
18 | high school only | unacceptable |
19 | college degree | unacceptable |
20 | college degree | acceptable |
21 | college degree | unacceptable |
22 | high school only | acceptable |
23 | college degree | acceptable |
24 | high school only | acceptable |
25 | college degree | unacceptable |
Level of Education | |||
High School |
College |
||
Rating of Service | Acceptable | ||
Unacceptable |
It appears that a much higher proportion of high school level
customers rate the service as
acceptableunacceptable than
as
acceptableunacceptable. On the other hand, more of the
college educated customers rated the service as
unacceptableacceptable than as
acceptableunacceptable. From
this, we can conclude that the lower the level of education, the
more
unacceptableacceptable is the service.
Level Of Education | |||
High School | College | ||
Rating Of Service | Acceptable | 9 | 6 |
Un Acceptable | 2 | 8 |
A customer relations expert for a retail tire company is interested in determining if there is...
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