managing infomation

Project description

Part-1
ABC Ltd. Customer Services and Satisfaction Survey

ABC  Ltd.  sells  computers  and  other  electronic  products.  In  order  to  improve  their
services,  they  sought  to  conduct  a  customer  service  &  satisfaction  survey.  150
questionnaires were sent to respondents and 100 replies were received. The data has been
entered  into  a  spreadsheet  and  saved  with  a  file  name  ABC_Ltd.xls.  Your  task  is  to
analyse this data and write a report. The report should be addressed to ABC Ltd.

The  respondents  have  been  selected  based  on  Random Sampling  Method  and  the
questionnaire was sent to them through the post.
The questionnaire contains the following questions:

1  What is your gender? [GENDER]  Male
Female
‘ 1
‘ 2
2  What means of transport do you use when visiting our
store?

Question-1
Refers to survey question 1, 2 and 3: Respondents gender, Mode of transport and
Convenience of the store

a.  Discuss  the  advantages  and  disadvantages  of  random sampling  and  a  postal
survey.
b.  Calculate the percentage of female and male customers who responded to the
survey.
c.  Analyse the mode of transport used split by gender.
d.  Analyse store convenience split by mode of transport.
e.  Draw  an  appropriate  graph  to  show  the  relationship between  mode  of
transport and gender.

Comment on the findings of Q1 (b, c, d, e): €“ Your comments must focus not only on
what percentage?’ but also on what these percentages imply. Further comments &
critical analysis will be credited.
[Use 2 different sources for Qn1.a. (on random sampling & postal survey). Direct copy from
the module handbook will not be acceptable].
[Write no more than 350 words].

Question -2
Refers to survey question 4 and 5: Customer service

a.  Analyse respondents’ opinion on the waiting time split by customer service at
ABC Ltd.
b.  Draw an appropriate graph to show the opinion differences on waiting time.

BA4002 Coursework, 2013/14  Page 3

Comment  on  the  respondents’  opinion  on  waiting  time  with  respect  to  customer
service:  –  Your  comments  must  focus  on  the  analysis  output  and  what  it  implies.
Further comments on what ABC Ltd. needs to do to maintain or improve the service
will be credited.
[Write no more than 150 words]

Question-3
Refers to survey question 6 and 7: Prices and quality of products

a.  Analyse respondents’ view of prices split by their opinion on quality of ABC
Ltd. Products;
b.  Draw an appropriate graph to show customers’ views on ABC Ltd.’s prices.

Comment  on  respondents’  views  on  prices  and  quality  of  products  based  on  the
analysis  output.  –  Your  comments  must  focus  on  the analysis  output  and  what  it
implies. Further comments will be credited.
[Write no more than 100 words]

Question-4
Refers to survey question 8 and 9: Descriptive statistics, correlation and regression

a.  Describe the respondents’ expenditure using descriptive statistics:

€¢  Calculate maximum, minimum, mean, median and mode, range and standard
deviation,
€¢  Identify the best measure of center and the best measure of spread.
Discuss your justification and comment on the best measures of center and
spread.

b.  Group respondents’ income into a reasonable size of classes (example €“
income £0 to £500, £501 to 1000 etc€¦)

€¢  Using a frequency table, calculate percentages of respondents in each
income group,
€¢  Calculate the sample mean and standard deviation of respondents’ income,
€¢  Draw an appropriate graph (based on the grouped income data and
frequency),
€¢  Identify the state of respondents’ income distribution (skewness).

Your comments on Q4 (a’ and b’ above), must be written in no more than
250 words.

c.  Determine the linear relationship between the respondents ”Income and
Expenditure,

€¢  Identify the variables as dependent/independent and draw a scatter graph
to show the relationship between the two variables,
BA4002 Coursework, 2013/14  Page 4

€¢  Determine the linear correlation between the two variables using the
Pearson’s correlation coefficient,
€¢  Using a simple linear regression analysis, find the equation of the best’
straight line to describe the relationship between the two variables,
€¢  Use the stated regression equation to predict respondents’ monthly
expenditure.

Write a brief report of no more than 250 words, commenting on:
€¢  The scatter graph, the correlation coefficient and the coefficient of
determination,
€¢  The stated equation of the regression line (the intercept and gradient of the
regression line),
€¢  The prediction and its reliability.

Your graph should be labelled appropriately and state the regression
equation in the context of the data.
Your comments must be written in the context of the meaning of the data.

Part-2:

Question-5

This  question  is  based  on  a  time  series  data  obtained  from  the  Office  for  the
National  Statistics  (UK).  The  data  can  be  found  in excel  on  WebLearn  labeled  as
UKbooksst.xlsx.

Based on the data on UK household expenditure on books & stationery 2008Q1 to
2013Q4, you are required to:

€¢  Draw a graph of the time series labelled by year and quarter,
€¢  Generate 4point moving average and centered moving average,
€¢  State the trend equation through the centered moving average,
€¢  Show the average annual change (increase/decrease) over the period in question,
€¢  Show the trend predictions €“ predictions for the next 4 quarters,
€¢  Draw a graph showing the original data together with the predictions.

Comment, in no more than 300 words, on:
€¢  The source of the data and explain what is being measured,
€¢  The  main  movements  over  time  in  terms  of  the  general  trend  and  the  seasonal
variations,
€¢  The average quarter and annual increase based on the trend equation,
€¢  The values of your trend predictions for 2014q1, 2014q2, 2014q3 and 2014q4,
€¢  Comment on the accuracy of these predictions.
BA4002 Coursework, 2013/14  Page 5

All graphs and tables in part-1 and part-2 must be labelled correctly

Assessment Criteria
For all parts, you are required to analyse the data and give/show:

€¢  Clear interpretation of all statistical analyses (not only the percentage value but also what
the values imply),
€¢  Accurate calculations where required,
€¢  Appropriate use of the spreadsheet package,
€¢  A well-organised and well-written report in good business style English with no spelling or
grammatical errors,
€¢  You must proof-read your work and make sure your excel output is presented clearly,
€¢  Analyses output placed in Appendix should be organised and labelled in accordance to
question 1 to question-5.

STOP!!!
WARNING: The work submitted must be your own work. The use of any other person’s work
constitutes plagiarism and is an assessment offence. The University regards plagiarism as a serious
academic offence and deals with it accordingly.

Submission
€¢  Your coursework must be submitted on paper to the UG office by the due date.
€¢  You must keep a back-up copy of all works.
€¢  The submitted coursework should include:
a.  A front page giving your student ID number and the name of your seminar tutor.
b.  This information should also be included on the University cover sheet.