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Data Analysis

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0% found this document useful (0 votes)
6 views5 pages

Data Analysis

Uploaded by

josendichem
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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To analyze how customer satisfaction is influenced by product quality based on the data provided, we will

break down the satisfaction scores for each dimension of product quality and compare them. The
dimensions of product quality provided are:
1. Price
2. Quantity
3. Reliability
4. Durability
5. Usage
6. Design
7. Customer Service
Each dimension has been scored with three levels of customer satisfaction: High Satisfaction, Medium
Satisfaction, and Low Satisfaction. The total scores for each satisfaction level across all dimensions are
also given.
Data Breakdown
Here are the satisfaction scores for each dimension:
High Satisfaction
 Price: 41
 Quantity: 35
 Reliability: 22
 Durability: 17
 Usage: 28
 Design: 22
 Customer Service: 26
Total: 191
Medium Satisfaction
 Price: 29
 Quantity: 40
 Reliability: 35
 Durability: 37
 Usage: 29
 Design: 28
 Customer Service: 34
Total: 232
Low Satisfaction
 Price: 80
 Quantity: 75
 Reliability: 93
 Durability: 96
 Usage: 93
 Design: 100
 Customer Service: 90
Total: 627
Analysis
1. Total Satisfaction Scores:
o High Satisfaction: 191
o Medium Satisfaction: 232
o Low Satisfaction: 627
2. Influence of Each Dimension:
o High Satisfaction: The highest scores for high satisfaction are for Price (41), Quantity
(35), and Customer Service (26).
o Medium Satisfaction: The highest scores for medium satisfaction are for Quantity (40),
Durability (37), and Reliability (35).
o Low Satisfaction: The highest scores for low satisfaction are for Design (100),
Durability (96), and Reliability (93).
3. Observation:
o The low satisfaction scores are significantly higher across all dimensions compared to
high and medium satisfaction scores, indicating a predominant level of dissatisfaction
among customers.
o Design, Durability, and Reliability are the dimensions contributing most to low
satisfaction. This suggests these areas need significant improvement to enhance overall
customer satisfaction.
o Price and Quantity have relatively higher scores in high satisfaction, indicating these
areas are performing better in meeting customer expectations.
Customer Satisfaction by Product Quality Dimension

Dimensions of product Quality Satisfaction Scores


High Medium Low
Satisfaction Satisfaction Satisfaction
Price 41 29 80
Quantity 35 40 75
Reliability 22 35 93
Durability 17 37 96
Usage 28 29 93
Design 22 28 100
Customer Service 26 34 90
Total Score per Satisfaction level 191 232 627

Conclusion
Customer satisfaction is heavily influenced by certain dimensions of product quality. Specifically, the
Design, Durability, and Reliability dimensions are the primary contributors to low satisfaction scores.
To improve overall customer satisfaction, efforts should focus on enhancing these dimensions.
Meanwhile, maintaining or improving the dimensions of Price and Quantity could help boost the levels
of high satisfaction.
Further Analysis and Visual Representation
Percentage Contribution Calculation

Percentage Contribution
Dimensions of product Quality High Medium Low
Satisfaction Satisfaction Satisfaction
Price 21.5 12.5 12.8
Quantity 18.3 17.2 12.0
Reliability 11.5 15.1 14.8
Durability 8.9 15.9 15.3
Usage 14.7 12.5 14.8
Design 11.5 12.1 15.9
Customer Service 13.6 14.7 14.4
Visualization
We will create bar charts to show the distribution of satisfaction scores across different dimensions.

C USTO ME R SAT I SFAC T I O N SCO RE BY PRO DUC T Q UA LI T Y


DI ME N SI O N
Satisfaction Scores High Satisfaction Satisfaction Scores Medium Satisfaction
Satisfaction Scores Low Satisfaction
SATISFACTION SCORE

PRICE QUANTITY RELIABILITY DURABILITY USAGE DESIGN CUSTOMER


SERVICE
DIMENSIONS OF PRODUCT QUALITY

PE RC E N TAG E CO N T RI B UT I O N TO TOTA L SAT I SFAC T I O N


SCO RES BY DI ME N SI O N
PERCENTAGE CONTRIBUTION(%)

Percentage Contribution High Satisfaction Percentage Contribution Medium Satisfaction


Percentage Contribution Low Satisfaction

25.0
20.0
15.0
10.0
5.0
0.0
Price Quantity Reliability Durability Usage Design Customer
Service
DIMENTIONS OF PRODUCT QUALITY

Here are the visual representations of the customer satisfaction data:


1. Customer Satisfaction Scores by Product Quality Dimension:
o The first bar chart displays the actual satisfaction scores for each dimension. It shows the
distribution of high, medium, and low satisfaction scores across the dimensions.
2. Percentage Contribution to Total Satisfaction Scores by Dimension:
o The second bar chart shows the percentage contribution of each dimension to the total
scores for high, medium, and low satisfaction levels. This helps to visualize the relative
impact of each dimension on the overall satisfaction.
o

Insights:
 Price and Quantity have higher scores in high satisfaction, indicating these areas are relatively
well-received by customers.
 Design, Durability, and Reliability have the highest low satisfaction scores, highlighting these
as key areas for improvement.
 The percentage contribution bar chart emphasizes that Design, Durability, and Reliability
significantly contribute to the overall dissatisfaction.
These visualizations provide a clear understanding of how each dimension of product quality affects
customer satisfaction. Improving the weaker dimensions (Design, Durability, Reliability) could lead to a
substantial increase in overall customer satisfaction

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