A survey asked customers to rate their overall satisfaction with a service company as well as the speed in responding to their requests.
For both questions, a rating scale of 1-5 was used with the following guidelines: 1, poor; 2, below average; 3, above average; 4, good; and 5, excellent.
Table shows the tabulated frequencies based on responses to both questions. Does response speed influence overall satisfaction? Use α= 0.01. Find Cramer's index of association.
|
Response Speed Rating
|
Overall Satisfaction Rating
|
|
1
|
2
|
3
|
4
|
5
|
|
1
|
40
|
3
|
0
|
0
|
0
|
|
2
|
1
|
30
|
8
|
66
|
5
|
|
3
|
2
|
5
|
49
|
15
|
45
|
|
4
|
0
|
6
|
33
|
45
|
60
|
|
5
|
0
|
12
|
15
|
50
|
70
|