Question

3. One of the main measures of quality of service provided by any business organization is

the speed with which it responds to customer complaints. A medium family held

department store, selling furniture and flooring, has been historically resolving customer

complaints in 15 days on average, starting from the date the complaint was received. In

an effort to improve their performance, however, they have hired an additional expert on

customer care. The management is trying to evaluate the effectiveness of the new

employee in improving the speed with which customer complaints are addressed. For this

purpose, data were obtained for 28 randomly selected customer complaints submitted

after the new expert was hired last year. The sample results show that the complaints took

an average time of 13.8 days to resolve. The sample standard deviation for the time it

takes to resolve the customer complaints is 4 days.

a. Based on the given evidence and at 10% level of significance please test whether the

performance of the company has improved in resolving customer complaints. Does

your conclusion change if you redo the test at 1% level of significance? Show all the

necessary steps and explain your conclusion for each test.

b. Please explain the difference in the two tests.

Answer 1

Tot 13:8-15 Cem う ft+.toy.