日>日>> >ロG>P > 日ロ>> >ロ>>口 日>EEP >日>>回 > a L E > O > > > > 日G>EE 日日>GE
The Canmark Research Center Airport Customer Satisfaction Survey
uses an online questionnaire to provide airlines and airports with
customer satisfaction ratings for all aspects of the customers' flight
experience (airportsurvey website, July 2012). After completing a flight,
customers receive an e-mail asking them to go to the website and rate a variety of factors, including the reservation process, the check-in
process, luggage policy, cleanliness of gate area, service by flight
attendants, food/beverage selection, on-time arrival, and so on. A five-
point scale, with Excellent (E), Very Good (V), Good (G), Fair (F), and Poor
P), is used to record customer ratings. Assume that passengers on a delta Airlines flight from Myrtle beach, South Carolina, to Atlanta, Georgia, provided the following ratings for the question, "Please rate the
airline based on your overall experience with this flight." The sample
ratings are shown attached.
a. Use a percent frequency distribution and a bar chart to
summarize these data. What do these summaries indicate about
the overall customer satisfaction with the Delta flight?
b. The online survey questionnaire enabled respondents to explain
any aspect of the flight that failed to meet expectations. Would this
be helpful information to a manager looking for ways to improve
the overall customer satisfaction on Delta flights? Explain.
Trending now
This is a popular solution!
Step by step
Solved in 2 steps with 1 images
