Question

The Canmark Research Center Airport Customer Satisfaction Survey uses an online questionnaire to provide airlines and airports with customer satisfaction ratings for all aspects of the customers' flight experience. After completing a flight, customers receive an email asking them to go to the website and rate a variety of factors, including the reservation process, the check-in process, luggage policy, cleanliness of gate area, service by flight attendants, food/beverage selection, on-time arrival, and so on. A five-point scale, with Excellent (E), Very Good (V), Good (G), Fair (F), and Poor (P), is used to record the customer ratings for each survey question. Assume that passengers on a Delta Airlines flight from Myrtle Beach, South Carolina, to Atlanta, Georgia, provided the following ratings for the question, "Please rate the airline based on your overall experience with this flight." The sample ratings are shown below.

E E G V V E V V V E
E G V E E V E E E V
V V V F V E V E G E
G E V E V E V V V V
E E V V E P E V P V

(a) Name the elements in this study

(b) Name the sample in this study

(c) Name the population of interest so that selection bias doesn't exist

(d) Name the variable in this study

(e) Based on the result, make an inference about "E"

Answer 1

A

Elements of the study are customers using commercial flights for travelling

B

Passengers on a Delta Airlines flight from Myrtle Beach, South Carolina, to Atlanta, Georgia that provided the ratings for all aspects of the customers' flight experience

C

Different airlines have different attributes, so, taking a sample from one airlines and generalizing to all airlines can result in selection bias.

Also, different airports have different attributes and hence, based on boarding and arriving airports, we can not generalize all the airports.

Therefore,

All customers travelling from Myrtle Beach, South Carolina, to Atlanta, Georgia on a Delta Airlines flight is the population of interest so that selection bias doesn't exist.

D

Dependent variable is rating given on a five point scale (ordinal variable)

E

5	5	3	4	4	5	4	4	4	5
5	3	4	5	5	4	5	5	5	4
4	4	4	2	4	5	4	5	3	5
3	5	4	5	4	5	4	4	4	4
5	5	4	4	5	1	5	4	1	4

Sample size = 50

Total ratings = 208

Average rating = 4.16

Proportion of customers rating overall experience as Excellent = 20/50

= 40% of the customers rate overall experience as Excellent.

Also,

Proportion of customers rating overall experience as Good or Excellent = 43/50

= 86% of the customers rate overall experience as Good or Excellent.