Satisfaction. A company designs applications software for a large number of firms. A study...

Satisfaction. A company designs applications software for a large number of firms. A study is conducted to assess the level of satisfaction of these firms with the software supplied. The effects of two factors on the level of satisfaction are to be investigated:

1. the industry of the firm that receives the software (INDUSTRY)

2. the contact person from whom the software was purchased (CONTACT)

Four industries are served and there are three contact people. For each combination of industries and contacts, two firms are randomly selected and surveyed. A satisfaction score (SATIS) is obtained from the questionnaire administered. The data are available in a file named SATIS9 on the CD. The ANOVA for this two-factor study is shown in Figure 9.25. Use the results to determine whether industry or contact person affects satisfaction. Use a 5% level of significance. State any hypotheses to be tested, the decision rule, the test statistic, and your decision.

FIGURE 9.25: ANOVA Output for Satisfaction Exercise.