Beruflich Dokumente
Kultur Dokumente
BUSINESS STATISTICS
SIOM, Nashik
Introduction
As a part of curriculum, I have done a research on the topic Customer Satisfaction in Indian Airline
Industry.
Customer Satisfaction is one of the most important processes in airline industry and is recognized as key
to the success of business competition. Customer satisfaction also plays a key role determining the exit
barriers and eventually the profits. Thus, it has become pivotal to take into account the “voice of the
customer” while developing marketing strategies. And after delivering the services, it has become equally
important to monitor how well the customers’ expectations have been met.
Results in MINITAB 15
Correlations: In Flight Services, On time Arrival & Dep.
Pearson correlation of In Flight Services and On time Arrival & Dep. = 0.187
P-Value = 0.042
Findings and Conclusion: As we see that Pearson correlation coefficient is positive but very
less (0.187). Hence there is very less positive correlation. Also P-Value is 0.042 < α (0.05).
Therefore we reject the Null Hypothesis.
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Case II
Null Hypothesis: H0 = There is large positive correlation between In flight services and Attractive price
when it comes to preference of airline.
Alternate Hypothesis: Ha = There is no positive correlation between In flight services and Attractive
price when it comes to preference of airline.
Result in MINITAB 15
Correlations: In Flight Services, Attractive Price
Findings and Conclusion: As we see that Pearson coefficient is positive and near to unity.
Hence we can say that there is strong positive correlation. Also, P-value 0.940 > α (0.05).
Therefore Do not reject Null Hypothesis and further research is required.
Case III
Null Hypothesis: H0 = There is large positive correlation between In flight services, ease in booking
tickets and Hospitality when it comes to preference of airline.
Alternate Hypothesis: Ha = There is no positive correlation between In flight services, ease in booking
tickets and Hospitality when it comes to preference of airline.
Results in MINITAB 15
Null Hypothesis: H0 = There is large positive correlation between the reason for your travel and class of
preference.
Alternate Hypothesis: Ha = There is no positive correlation between the reason for your travel and class
of preference.
Results in MINITAB 15
Correlations: The reasons for your travel, Which class do you prefer to travel
Pearson correlation of The reasons for your travel and Which class do you
Prefer to travel = 0.069
P-Value = 0.041
Findings and Conclusion: Reject the Null hypothesis as Pearson coefficient is very small.
ANOVA TEST
Case V
Null Hypothesis: H0 = Reason for travel does not affect the class of preference
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Results in MINITAB 15
One-way ANOVA: The reasons for your travel versus Which class do you prefer
Source DF SS MS F P
Which class do you prefer 1 0.077 0.077 0.34 0.561
Error 71 16.032 0.226
Total 72 16.110
Findings and Conclusion: From the results of MINITAB we can see that P- Value is 0.561
which is greater than α = 0.05 at 95% confidence level. Hence, do not reject Null Hypothesis,
further research is required.