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An Spss Case Study

The document analyzes the relationship between customer satisfaction and recommendation/repurchase for Dell computer systems. Cross-tabulations and chi-square tests show: 1) There is a significant association between satisfaction and likelihood to recommend Dell to others. 2) There is also a significant association between satisfaction and choosing Dell again for future purchases. 3) Both chi-square tests reject the null hypothesis of no association between satisfaction and recommendation/repurchase intentions.

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Venkata Ramana Murthy
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196 views8 pages

An Spss Case Study

The document analyzes the relationship between customer satisfaction and recommendation/repurchase for Dell computer systems. Cross-tabulations and chi-square tests show: 1) There is a significant association between satisfaction and likelihood to recommend Dell to others. 2) There is also a significant association between satisfaction and choosing Dell again for future purchases. 3) Both chi-square tests reject the null hypothesis of no association between satisfaction and recommendation/repurchase intentions.

Uploaded by

Venkata Ramana Murthy
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Satisfaction vs.

Recommendation
Data regarding Overall Satisfaction with the Dell Computer system and level of recommendation is collected to understand the relation between the variables. One would like to know if there is association between Satisfaction and Recommendation level . Following cross tab is developed

Crosstab for Overall Satisfaction vs. Recommendation


How likely would you be to recommend Dell to a friend or relative? Definitely would recommend 167 10 0 0 177 Probably would 37 90 0 0 127 Might or might not 4 43 11 0 58 Probably would not 0 4 5 0 9 Definitely would not recommend 0 0 0 1 1

Overall, how satisfied Very satisfied are you with your Dell computer Somewhat system? satisfied Somewhat dissatisfied Very dissatisfied Total

Total 208 147 16 1 372

Hypothesis is; There is no association between Overall Satisfaction with the Dell computer system and Recommending the same to a friend or relative. Chi-square test is performed and results of the test are given in the following table

Bar Chart Showing Satisfaction vs. Recommendation

Chi-square Test results


Value a 662.663 301.117 218.284 372 df 12 12 1 Asymp. Sig. (2-sided) .000 .000 .000

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases

Chi-Square = 662.663 Significance level = 0.000 <0.05 indicate that hypothesis is to be rejected Conclusion: There is significant association between Satisfaction and Recommendation.

Satisfaction vs. Likelihood to Repurchase


Data regarding Overall Satisfaction with the Dell Computer system and likelihood to repurchase Dell system is collected to understand the relation between the variables. One would like to know if there is association between Overall Satisfaction and Repurchase decision. Following cross tab is developed

Crosstab for Overall Satisfaction vs. Likelihood to Repurchase


If you could make your computer purchase decision again, how likely would you be to choose Dell? Definitely would 184 53 Probably would 24 88 Might or might not 0 5 Probably would not 0 1

Overall, how satisfied Very satisfied are you with your Dell Somewhat computer system? satisfied Somewhat dissatisfied Very dissatisfied

Total 208 147

3
0

6
0

6
1

1
0

16
1

Total

240

118

12

372

Hypothesis is; There is no association between Overall Satisfaction with the Dell computer system and decision to purchase Dell system again. Chi-square test is performed and results of the test are given in the following table

Bar Chart Overall Satisfaction vs. Likelihood to Repurchase

Chi-square Test results


Value a 211.595 154.526 132.826 372 df 9 9 1 Asymp. Sig. (2-sided) .000 .000 .000

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases

Chi-Square = 211.595 Significance level = 0.000 <0.05 indicate that hypothesis is to be rejected Conclusion: There is significant association between Satisfaction and choosing to repurchase Dell computer system again.

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