One of the Major benefits of e-mail is that it makes it possible to communicate rapidly without getting a busy signal or no answer, two major criticisms of telephone calls. But does e-mail succeed in helping solve the problems people have trying to run computer software? A study polled the opinions of consumers who tried to use e-mail to obtain help by posting a message online to their PC manufacture or authorized representative. Results are shown in the following table.
Result of online Query Percent
Never Got a Response 14
Got a Response, but it didn't help 30
Response Helped, but didn't solve the problem 34
Response Solved Problem 22
As the Marketing Manager for a large PC manufacturer, you decide to conduct a survey of your customers using your e-mail records to compare against the published results. To ensure a fair comparison, you elect to use the same questionnaire and examine the results from 500 customers who attempted to use e-mail for help from your technical support staff. The results follow:
Result of online Query Percent
Never Got a Response 35
Got a Response, but it didn't help 102
Response Helped, but didn't solve the problem 125
Response Solved Problem 238
Total 500
Does the distribution of responses differ from the distribution obtained from the published survey?
Test at the 0.01 level of significance.
a. Solve using the p-value approach.
b. Solve using the classical approach.
c. Analyze the problem and type a short summary (1-2 paragraphs) of the results.