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