Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

mark3054

No description
by

kate 123

on 3 June 2014

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of mark3054

Group 5022 - Iris Ha, Joshua Heaton, Oscar Hung, Vivian Tham, Kate Vuu
Description of data
Education
Number of people in family
Relationship status
Employment status
Age
Gender
Country of Origin
Overriding aims
AIM 1
Overriding aims
AIM 2
To understand the kind of service representative the company should hire
Recap


Tests we have conducted so far:

- Linear Regression - To identify the dominant factors that contribute to overall satisfaction with the service
- To understand the kind of service representative the company should hire.


Education
Number of people in family
Relationship status
Employment status
Gender
Age
Country of origin
To identify the dominant factors that contribute to overall satisfaction with the service.
Objective 2.1 - To identify whether there is a difference in
overall satisfaction
between Asian and Non-Asian respondents.
Independent T-Test

Objective 2.2 - To determine whether there is a difference in Asian and Non-Asian respondents in the perceived
happiness
of the SR.
Independent T-Test

Objective 2.3 - To determine whether there is a difference in Asian and Non-Asian respondents in the perceived
arrogance
of the SR.
Independent T-Test
To gain insight into the perceptual differences of service encounters that exist between Asian and Non-Asian respondents.
Overall satisfaction with the service is related to the SR sounding:

a) Happy
b) Attentive
c) Insincere
d) They provided personal human touch
e) Arrogant
f) Rude
AIM 3
Objective 3.1 - To determine whether the race of the service representative and the customer has an impact on the overall satisfaction with the service

(Significant result 0.016; Levene's result of 0.151 determines that we use Tukey.) A value of 0.008 infers that there is an impact on overall satisfaction -

Group: SR Asian and Customer Non-Asian, and SR Asian and Customer Asian)
Overriding aims
Report Objectives
Aim 2: To gain insight into the perceptual differences of service encounters that exist between Asian and Non-Asian respondents.

Objective 2.1. To identify whether there is a difference in overall satisfaction between Asian and Non-Asian respondents. -
Independent T-test

Objective 2.2. To determine whether there is a difference in Asian and Non-Asian respondents in the perceived happiness of the SR.
Independent T-test

Objective 2.3. To determine whether there is a difference in Asian and Non-Asian respondents in the perceived arrogance of the SR.
Independent T-test




Limitations
Based on Interpretation of conversation
Identical conversations
Ambiguous/false data
Relation of data to MDP/MRP

Conclusion
1. Overall satisfaction with the service is related to the SR sounding
happy:
Anova Significant, R-squared 0.388

2. Overall satisfaction with the service is related to how
arrogant
the SR seemed:
Anova Significant, R-squared 0.344

3. Overall satisfaction with the service is related to how
rude
the SR seemed
Anova Significant, R-squared 0.299

Top 3 Influencing Attributes
Report Objectives
Aim 3: To understand the kind of service representative the company should hire.

Objective 3.1. To determine whether the race of the service representative and the customer has an impact on the overall satisfaction with the service -
One-Way ANOVA

SR Asian and Customer Non-Asian & SR Asian and Customer Asian - significant result 0.008

Objective 3.2. To identify which organisational factors respondents value, based on their country of origin -
Repeated Measures ANOVA
Report Objectives
To conduct further analysis on our main aims, we will be conducting the following tests -
Multiple Regression

Aim 1: To identify the dominant factors that contribute to overall satisfaction with the service.

a) Happy
b) Attentive
c) Insincere
d) They provided personal human touch
e) Arrogant
f) Rude

To determine the kind of service representatives the company should hire for their Asian and non-Asian branches
Marketing Research Problem
Marketing Decision Problem
To determine the characteristics of service representatives that are valued by both the organisation and customers
"The company in question has to open branches in Asian countries as well as non-Asian ones and it wants to understand the kind of service representatives that they should hire."
Full transcript