Analysis of 2008 Data Set_with Explanatory Notes

8/14/2019 Analysis of 2008 Data Set_with Explanatory Notes

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joblevel: What is the best description of your level within the company?

Frequency Percent Valid Percent Cumulative Percent

Valid 1 Top management 48 51.1 51.1 51.1

2 Middle management 46 48.9 48.9 100.0

Total 94 100.0 100.0

industry: How would you describe the predominant industry of your company?


Valid 1 Services 45 47.9 47.9 47.9

2 Manufacturing 49 52.1 52.1 100.0

Total 94 100.0 100.0

structure: What is the current structure of your electricity tariff?


Valid 1 Time of use based 20 21.3 21.3 21.3

2 Demand based 51 54.3 54.3 75.5

3 Negotiated Pricing Agreement 23 24.5 24.5 100.0

Total 94 100.0 100.0

FREQUENCIES AND PERCENTAGES OF OPINION RELATED QUESTIONS

pricing: In your opinion, are the tariffs at which you purchase electricity, fairly priced?


Valid 2 Priced high 64 68.1 68.1 68.1

3 Priced fairly 30 31.9 31.9 100.0

Total 94 100.0 100.0

accuracy: In your opinion, does your electricity supply meter accurately register your company's electricity consumption?


Valid 1 Yes 64 68.1 68.1 68.1

2 No 30 31.9 31.9 100.0

FREQUENCIES AND PERCENTAGES OF BACKGROUND QUESTIONS. PLEASE READ CHAPTER 7OF DIAMMANTOPOULOS & SCHLEGELMILCH (D&S) especially pp 73-77 and p 82


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Total 94 100.0 100.0

communication: How would you rate communication in general with your electricity service provider?


Valid 2 Good to excellent 26 27.7 27.7 27.7

3 Acceptable 30 31.9 31.9 59.6

4 Poor 38 40.4 40.4 100.0

Total 94 100.0 100.0

PLEASE READ CHAPTER 10 OF D&S BEFORE PROCEEDING

Crosstab

Total1 Yes 2 No

1 Top management Count 31 17 48

64.6% 35.4% 100.0%

2 Middle management Count 33 13 46

COMPARISON OF BACKGROUND GROUPS WITH CATEGORICAL OPINION RELATED QUESTIONS.PLEASE READ CHAPTER 12, ESPECIALLY pp 175 - 179 OF D&S

accuracy: In your opinion, does yourelectricity supply meter accurately registeryour company's electricity consumption?

joblevel: What is the bestdescription of your levelwithin the company?

% within joblevel Whatis the best descriptionof your level within thecompany?

NTbr(waahitsc


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71.7% 28.3% 100.0%

Total Count 64 30 94

68.1% 31.9% 100.0%

Chi-Square Tests

Value df Asymp. Sig. (2-sided) Exact Sig. (1-sided)

Pearson Chi-Square .554(b) 1 0.457

Continuity Correction(a) 0.273 1 0.601

Likelihood Ratio 0.555 1 0.456

Fisher's Exact Test 0.511 0.301

0.548 1 0.459

N of Valid Cases 94

a. Computed only for a 2x2 table

b. 0 cells (.0%) have expected count less than 5. The minimum expected count is 14.68.

Crosstab

Total2 Priced high 3 Priced fairly

1 Top management Count 36 12 48



Exact Sig. (2-sided)

Linear-by-LinearAssociation

joblevel: What is the best description of your level within the company? * pricing: In youropinion, are the tariffs at which you purchase electricity, fairly priced?

pricing In your opinion, are the tariffs atwhich you purchase electricity, fairly

priced?

joblevel What is the best


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75.0% 25.0% 100.0%

2 Middle management Count 28 18 46

60.9% 39.1% 100.0%


68.1% 31.9% 100.0%

Chi-Square Tests


Pearson Chi-Square 2.158(b) 1 0.142




2.135 1 0.144

N of Valid Cases 94



description of your levelwithin the company?






joblevel: What is the best description of your level within the company? * communication: Howwould you rate communication in general with your electricity service provider?


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Crosstab

2 Good to excellent 3 Acceptable 4 Poor

1 Top management Count 13 15

27.1% 31.3%

2 Middle management Count 13 15

28.3% 32.6%

Total Count 26 30

27.7% 31.9%

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square .063(a) 2 0.969


0.048 1 0.826

N of Valid Cases 94

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 12.72.

communication How would you rate communication in generayour electricity service provider?

joblevel What is the bestdescription of your levelwithin the company?

% within joblevel Whatis the best descriptionof your level within the

company?




Eiselrj:This is the p-value orsignificance value


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Crosstab

Total1 Yes 2 No

1 Services Count 30 15 45

66.7% 33.3% 100.0%

2 Manufacturing Count 34 15 49

69.4% 30.6% 100.0%


68.1% 31.9% 100.0%

Chi-Square Tests






industry: How would you describe the predominant industry of your company? * accuracy: In ydoes your electricity supply meter accurately register your company's electricity consump

accuracy In your opinion, does yourelectricity supply meter accurately register

your company's electricity consumption?

industry How would youdescribe the predominantindustry of your company?

% within industry Howwould you describe thepredominant industry ofyour company?


% within industry How

would you describe thepredominant industry ofyour company?



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0.079 1 0.779

N of Valid Cases 94



Crosstab



64.4% 35.6% 100.0%


71.4% 28.6% 100.0%


68.1% 31.9% 100.0%


industry How would you describe the predominant industry of your company? * pricing In youropinion, are the tariffs at which you purchase electricity, fairly priced?


priced?






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Chi-Square Tests






0.521 1 0.470

N of Valid Cases 94



Crosstab



26.7% 31.1% 42.2%



Linear-by-Linear

Association

industry How would you describe the predominant industry of your company? * communicationyou rate communication in general with your electricity service provider?

communication How would you rate communication in general with

your electricity service provider?




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28.6% 32.7% 38.8%


27.7% 31.9% 40.4%

Chi-Square Tests


Pearson Chi-Square .117(a) 2 0.943


0.100 1 0.752

N of Valid Cases 94


Crosstab

Total1 Yes 2 No

1 Time of Use based Count 17 3 20




structure What is the current structure of your electricity tariff? * accuracy In your opinion, doesyour electricity supply meter accurately register your company's electricity consumption?

accuracy In your opinion, does yourelectricity supply meter accurately registeryour company's electricity consumption?

structure What is the


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85.0% 15.0% 100.0%

2 Demand based Count 32 19 51

62.7% 37.3% 100.0%

3 Negotiated Pricing Agreement Count 15 8 23

65.2% 34.8% 100.0%


68.1% 31.9% 100.0%

Chi-Square Tests


Pearson Chi-Square 3.390(a) 2 0.184


1.734 1 0.188

N of Valid Cases 94


current structure of yourelectricity tariff?

% within structureWhat is the currentstructure of yourelectricity tariff?





structure What is the current structure of your electricity tariff? * pricing In your opinion, are thetariffs at which you purchase electricity, fairly priced?


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Crosstab


1 Time of Use based Count 12 8

60.0% 40.0%

2 Demand based Count 38 13

74.5% 25.5%

3 Negotiated Pricing Agreement Count 14 9

60.9% 39.1%

Total Count 64 30

68.1% 31.9%

Chi-Square Tests




0.000 1 0.989

N of Valid Cases 94



priced?

structure What is thecurrent structure of yourelectricity tariff?

% within structureWhat is the current

structure of yourelectricity tariff?






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Crosstab


1 Time of Use based Count 10 6 4

50.0% 30.0% 20.0%

2 Demand based Count 10 18 23

19.6% 35.3% 45.1%

3 Negotiated Pricing Agreement Count 6 6 11

26.1% 26.1% 47.8%


27.7% 31.9% 40.4%

Chi-Square Tests



structure What is the current structure of your electricity tariff? * communication How wouldcommunication in general with your electricity service provider?

communication How would you rate communication in general withyour electricity service provider?

structure What is thecurrent structure of yourelectricity tariff?



% within structure

What is the currentstructure of yourelectricity tariff?



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3.911 1 0.048

N of Valid Cases 94




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EXAMPLE:51.1% of the 94 respondents are in the topmanagement of their company. Hence there isapproximately the same percentage of top andmiddle managers in the sample

Eiselrj:Now interpret therest...


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EXAMPLE:64.6% of top managementbelieve that the meteraccurately registers theircompany's electricitycomsumption. In comparison71.7% of middle managersbelieve the meter registers itaccurately.

Overall 68.1% of allrespondents believe the merereading is accurate.

NOTE:These are cross-tabulations of abackground variable with an opinionrelated question. For each pair of variables(a background and opinion variable), wewish to ascertain whether there is an

association (dependency) between opinionand the background variable. Twohypoithesis tests can be used (see D&S),i.e. Fisher's Exact test or the Chi-squaredtest of independence depending on thesiuze of the sample and the number of


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NOTE and EXAMPLE:This is the p-value (or significance value) related to the

hypothesis test. If the p-value < 0.05, then it implies that thereIS A DEPENDENCY (i.e. the null-hypothsis of independence (orno difference) is rejected). In other words there is a significantdifference between middle managers and top managers interms of their answers. If the p-value > 0.05, then top andmiddle managers do NOT differ significantly in terms of theiropinion. In this case, the p-value>0.05 and hence there is nota significant difference between middle and top managers interms of their opinion of billing accuracy

NOTE:This is referred to as thesignificance or p-value

Eiselrj:Now interpret theseafter having readthe relevantchapter of D&S


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Total

48

100.0%

46

100.0%

94

100.0%


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ur opinion,tion?


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Total

45

100.0%

49

How would


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100.0%

94

100.0%


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Total

20

100.0%

51

100.0%

23

100.0%

94

100.0%

you rate


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Descriptive Statistics

N = sample size

reliability_desired 94

reliability_adequate 94

reliability_current 94

responsiveness_desired 94

responsiveness_adequate 94

responsiveness_current 94

assurance_desired 94

assurance_adequate 94

assurance_current 94

empathy_desired 94

empathy_adequate 94

empathy_current 94

tangibles_desired 94

tangibles_adequate 94

tangibles_current 94availability_desired 94

availability_adequate 94

availability_current 94

PLEASE READ CHAPTER 10 OF D&

Correlations

reliability_adequate Pearson Correlation

p-value.

reliability_current Pearson Correlation

p-value.

responsiveness_desired Pearson Correlation

p-value.

responsiveness_adequate Pearson Correlation

p-value.

responsiveness_current Pearson Correlation

p-value.

assurance_desired Pearson Correlation

p-value.

assurance_adequate Pearson Correlation

p-value.

assurance_current Pearson Correlation

p-value.

DESCRIPTIVE STATISTICS OF SERVQUAL DIMENSIO

CORRELATIONS BETWEEN SERVQUAL DIMENSIONS (n=94) PLEA

EXAMPLEThe correlation betweencurrent and desired levelsof reliability is -0.116. Thep-value (or significancevalue) is 0.266. Since thisvalue > 0.05, there is NOTA STSTISTICALLY

SIGNIFICANT LINEARCORRELATION between thetwo variables

EXAMPLE:The correlationbetween the desiredlevels of assurance

and the desired levelsof reliability is 0.681.

The p-value is 0.000


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empathy_desired Pearson Correlation

p-value.

empathy_adequate Pearson Correlation

p-value.

empathy_current Pearson Correlation

p-value.

tangibles_desired Pearson Correlationp-value.

tangibles_adequate Pearson Correlation

p-value.

tangibles_current Pearson Correlation

p-value.

availability_desired Pearson Correlation

p-value.

availability_adequate Pearson Correlation

p-value.

availability_current Pearson Correlation

p-value.

EXAMPLE:The correlationbetween the desiredlevels of assuranceand the desired levelsof reliability is 0.681.

The p-value is 0.000

Documents

Analysis of 2008 Data Set_with Explanatory Notes