Quality at A1 Hotels

Quality at A1 Hotels

 

A1 Hotels operates luxury hotels throughout the world. Recently, motivated by some incidents that appeared in the news, they have been concerned about the quality of service. The company has been giving the following survey to its clients after their stay:

  1. How would you rate the quality of your room? Select one.
    Good(G), Poor(P)
  2. How would you rate the quality of your food? Select one.
    Good(G), Poor(P)
  3. How would you rate the quality of your service? Select one.
    Good (G), Poor(P)

Any customer who answered “Poor” to at least one of the three questions up above is considered to be “dissatisfied.” Traditionally, 40% of customers have been dissatisfied.

A1 Hotels would like to study customer satisfaction. Therefore, 200 survey responses were recently chosen at random for analysis. The complete data set is in the file named Hotels.

Managerial Report

Prepare a report (see below) for A1 Hotels that summarizes your assessment of customer satisfaction. Be sure to include the following seven items in your report.

  1. To summarize the data, compute the proportion of all clients that
    1. Answered “Poor” to room quality.
    2. Answered “Poor” to food quality.
    3. Answered “Poor” to service quality.
  2. Develop the 92% confidence interval for the proportion of all recent clients that were “dissatisfied.” What is the margin of error? What are the lower (or left) and upper (or right) endpoints of the confidence interval? Interpret your results.
  3. Develop the 92% confidence interval for the proportion of all recent clients who answered “Poor” to room quality. What is the margin of error? What are the lower (or left) and upper (or right) endpoints of the confidence interval? Interpret your results.
  4. Develop the 92% confidence interval for the proportion of all recent clients who answered “Poor” to food quality. What is the margin of error? What are the lower (or left) and upper (or right) endpoints of the confidence interval? Interpret your results.
  5. Develop the 92% confidence interval for the proportion of all recent clients who answered “Poor” to service quality. What is the margin of error? What are the lower (or left) and upper (or right) endpoints of the confidence interval? Interpret your results.
  6. Conduct a hypothesis test (using either the p-Value Approach or the Critical Value Approach) to determine if the proportion of all recent clients is more dissatisfied than the traditional level of dissatisfaction. Use α = 0.08. Do not forget to include the correctly worded hypotheses and show all the steps required to conduct the hypothesis test.
  7. What advice would you give to A1 Hotels based upon your analysis of the data? What is the magnitude of the issue? How can this study be improved?
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