Business managing information

Business managing information

Project description
Part-1
ABC Ltd. Customer Services and Satisfaction Survey
ABC Ltd. sells computers and other electronic products. In order to improve their
services, they sought to conduct a customer service & satisfaction survey. 150
questionnaires were sent to respondents and 100 replies were received. The data has been
entered into a spreadsheet and saved with a file name “ABC_Ltd.xls”. Your task is to
analyse this data and write a report. The report should be addressed to ABC Ltd.
The respondents have been selected based on Random Sampling Method and the
questionnaire was sent to them through the post.
The questionnaire contains the following questions:
1 What is your gender?
[GENDER]
Male
Female
?1
?2
2 What means of transport do you use when visiting our
store?
[TRANSPORT]
Public transport
Walk
Drive my own car
?1
?2
?3
3 How convenient is our store to use?
[CONVENIENCE]
Extremely convenient
Very convenient
Moderately convenient
Slightly convenient
Not at all convenient
?1
?2
?3
?4
?5
4 How long did you have to wait before a customer service
representative began to help you?
[WAITING]
Extremely long
Very long
Moderately long
Slightly long
Not at all long
?1
?2
?3
?4
?5
5 How helpful were the customer service representatives at
our store?
[SERVICES]
Extremely helpful
Very helpful
Moderately helpful
Slightly helpful
Not at all helpful
?1
?2
?3
?4
?5
6 What do you think of the quality of our products as
compared to our competitors?
[QUALITY]
Much better
Slightly better
About the same
Somewhat worse
Much worse
?1
?2
?3
?4
?5
7 Is our price reasonable, compared to our competitors?
[PRICE]
More reasonable
Slightly reasonable
About the same
Somewhat less reasonable
Much less reasonable
?1
?2
?3
?4
?5
8 What is your average net monthly income?
[INCOME] Open question________________
9 What is your average monthly expenditure on Electronics?
[EXPENDITURE] Open question _______________
BA4002 Coursework, 2013/14 Page 2
The data can be found in excel file onWebLearn labelled as “ABC Ltd.xlsx”.
Before starting the data analysis, please do the following:
? Download the Excel data ‘ABC_Ltd.xls’, save it into your folder, and then open the file.
? Make the necessary amendments, if required, and click on ‘save as’. Make sure the file is
saved with the file name “ABC_Ltd.xls” under your ‘student drive’ (X drive)
? Perform the required analysis and answer the questions:
Part-1: Analysing Survey Data for ABC Ltd.
ABC Ltd. wants to know:
1. The gender of the respondents, mode of transport and convenience of the store,
2. The waiting time and helpfulness of the customer service,
3. The respondents’ views on price and quality of products,
4. The relationship between customers’ income and expenditure.
[The report for part-1 can be organised under the above four points (headings)]
Question-1
Refers to survey question 1, 2 and 3: Respondents gender, Mode of transport and
Convenience of the store
a. Discuss the advantages and disadvantages of random sampling and a postal
survey.
b. Calculate the percentage of female and male customers who responded to the
survey.
c. Analyse the mode of transport used split by gender.
d. Analyse store convenience split by mode of transport.
e. Draw an appropriate graph to show the relationship between mode of
transport and gender.
Comment on the findings of ‘Q1 (b, c, d, e): – Your comments must focus not only on
‘what percentage?’ but also on what these percentages imply. Further comments &
critical analysis will be credited.
[Use 2 different sources for Qn1.a. (on random sampling & postal survey). Direct copy from
the module handbook will not be acceptable].
[Write no more than 350 words].
BA4002 Coursework, 2013/14 Page 3
Question -2
Refers to survey question 4 and 5: Customer service
a. Analyse respondents’ opinion on the waiting time split by customer service at
ABC Ltd.
b. Draw an appropriate graph to show the opinion differences on waiting time.
Comment on the respondents’ opinion on waiting time with respect to customer
service: – Your comments must focus on the analysis output and what it implies.
Further comments on what ABC Ltd. needs to do to maintain or improve the service
will be credited.
[Write no more than 150 words]
Question-3
Refers to survey question 6 and 7: Prices and quality of products
a. Analyse respondents’ view on prices split by their opinion on quality of ABC
Ltd. Products;
b. Draw an appropriate graph to show customers’ views on ABC Ltd.’s prices.
Comment on respondents’ views on prices and quality of products based on the
analysis output. – Your comments must focus on the analysis output and what it
implies. Further comments will be credited.
[Write no more than 100 words]
Question-4
Refers to survey question 8 and 9: Descriptive statistics, correlation and regression
a. Describe the respondents’ expenditure using descriptive statistics:
? Calculate maximum, minimum, mean, median and mode, range and standard
deviation,
? Identify the best measure of center and the best measure of spread.
Discuss your justification and comment on the best measures of center and
spread.
b. Group respondents’ income into a reasonable size of classes (example –
income £0 to £500, £501 to 1000 etc…)
? Using a frequency table, calculate percentages of respondents in each
income group,
? Calculate the sample mean and standard deviation of respondents’ income
? Draw an appropriate graph (based on the grouped income data and
frequency),
? Identify the state of respondents’ income distribution (skewness).
Your comments on Q4 (‘a’ and ‘b’ above), must be written in no more than 250 words.
BA4002 Coursework, 2013/14 Page 4
c. Determine the linear relationship between the respondents’ ’’Income” and
“Expenditure”,
? Identify the variables as dependent/independent and draw a scatter graph
to show the relationship between the two variables,
? Determine the linear correlation between the two variables using the
Pearson’s correlation coefficient,
? Using a simple linear regression analysis, find the equation of the ‘best’
straight line to describe the relationship between the two variables,
? Use the stated regression equation to predict respondents’ monthly
expenditure.
Write a brief report of no more than 250 words, commenting on:
? The scatter graph, the correlation coefficient and the coefficient of
determination,
? The stated equation of the regression line (the intercept and gradient of the
regression line),
? The prediction and its reliability.
Your graph should be labelled appropriately and state the regression
equation in the context of the data.
Your comments must be written in the context of the meaning of the data.
Part-2:
Question-5
This question is based on a time series data obtained from the Office for the
National Statistics (UK). The data can be found in excel file on WebLearn labelled as
“UKbooksst.xlsx”.
Based on the data on “UK household expenditure on books & stationery 2008Q1 to
2013”Q4”, you are required to:
? Draw a graph of the time series labelled by year and quarter,
? Generate 4point moving average and centered moving average,
? State the trend equation through the centered moving average,
? Show the average annual increase over the period in question,
? Show the trend predictions – predictions for the next 4 quarters,
? Draw a graph showing the original data together with the predictions.
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