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MSCDA Assignment 2

The document describes a study conducted by a researcher at company W to assess the impact of a quality improvement program on customer satisfaction. Surveys were conducted of plant workers and managers using a 7-point Likert scale. Multiple regression analysis was conducted using SPSS on responses from 57 employees to determine relationships between independent and dependent variables related to customer satisfaction and likelihood to recommend.

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7 views

MSCDA Assignment 2

The document describes a study conducted by a researcher at company W to assess the impact of a quality improvement program on customer satisfaction. Surveys were conducted of plant workers and managers using a 7-point Likert scale. Multiple regression analysis was conducted using SPSS on responses from 57 employees to determine relationships between independent and dependent variables related to customer satisfaction and likelihood to recommend.

Uploaded by

elgwekwerere
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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MSCDA621 Group Assignment 2 Due date: 30 January 2023

Answer all questions

Read the following situation and answer questions that follow

Problem statement

Assuming that you are employed as a researcher of company W. You are interested in assessing the
impact that the company’s one year–long effort to implement a quality improvement programme is
having on the satisfaction of customers. You requested the company plant foreperson, assembly line
workers and engineering staff to closely examine their operations to determine which activities have the
most impact on product quality and reliability. Together, the managers and employees have also worked
to better understand how each particular job affects the final quality of the product as the customers
perceived it.

To address the objectives about customer satisfaction, you conducted an internal survey of plant workers
and managers using a 7-point Likert Scale (endpoints 1= Strongly Disagree and 7 = Strongly Agree).
Your plan is to get opinions from within the company first and then do a customer survey on similar
topics. Assuming that you have collected completed surveys from 57 employees and the following are
examples of what was covered in the questionnaire.

 Data from a variety of externa sources such as customers, competitors and suppliers is used
in the strategic planning process. (Independent variable A10)
 Customers are involved in the product quality planning process. (Independent variable A12)
 Customer requirements and expectations of the company’s products are used in developing
strategic plans and goals. (Independent variable A17)
 There is a systemic process to translate customer requirement into new or improved
products. (Independent variable A23)
 There is a systematic process to accurately determine customers’ requirements and
expectations. (Independent variable A31)
 The company’s product quality programme has improved the level of customer satisfaction.
(Dependent variable, A36)
 The company’s product quality programme has improved the likelihood that customers will
recommend. (Dependent variable, A37)
 Gender of the employee responding: Male=1; Female = 0. (Classification variable A40).

A multiple regress was run using SPSS with responses of the 57 employees as input to the model. The
output is shown in the following exhibits.

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Exhibit 1. Descriptive Statistics

Item Mean Std. Deviation N


A10 5.00 1.414 57
A12 3.60 1.334 57
A17 2.28 1.176 57
A23 4.53 1.104 57
A31 2.89 .838 57
A36 4.81 .953 57

Multiple Regression of Company W satisfaction Variables

Model summary

Model R R Square Adjusted R Std. Error of


Square the Estimate
1 .819a .670 .638 .574

a. Predictive (Constant), A31, A10, A1, A17, A23

ANOVA

Model Sum of df Mean Square F. Sig


Square

1. Regression 34.095 5 6.819 22.723 .000a


2. Residual 16.782 51 .329
3. Total 50.877 56

a. Predictors (Constant), A31, A10, A12, A17, A23


b. Dependent Variable: A36

Coefficients a

Unstandardized Standardized Correlatio


Coefficients Coefficients ns
Model β Std. Beta t Sig Zero- Partial Part
Error order
1 (Constant) .309 .496 .624 .535
A10 .314 .068 .466 4.587 .000 .490 .540 .369
A12 .294 .066 .411 4.451 .000 .626 .529 .358

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A17 .208 .080 .257 2.614 .012 .065 .344 .210
A23 .296 .108 .343 2.744 .008 . 472 .359 .221
A31 1.980E-02 .136 .017 .145 .885 .354 .020 .012

a. Dependent variable: A36

Questions

a) Suggest a title for your study (4)

b) (i) What two objectives would be addressed if this problem is addressed through

Research by a Big Data Analytics student? (4)

(ii) What corresponding research questions would you collect data for to address
the two objectives? (4)

c) Write a set of hypotheses for this study. (4)

d) Draw a conceptual framework for this study. (5)

e) Write A12, A31 and A40 as questions included in your questionnaire. (9)
f) Which independent variable/s is/are helpful in predicting A36- Customer Satisfaction?

Justify your response. (6)

g) What does the r2 result of this analysis suggest about the belief and perceptions of employees?

(4)

[Total marks 40]

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