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customer service question in spss

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  • 1. CHAPTER – V DATA ANALYSIS AND INTERPRETATION Table 5.12 Gender classification of Customer S.No. Diseases affects in work environment Frequency Percentage 1 Male 38 76% 2 Female 12 24% Total 50 100 Chart 5.12 Diseases affect you in work environmentInference The above table shows that 76% of respondent are male and 24% of respondentare female.
  • 2. Table 5.1 Age wise classification of Respondents S.No. Age in Years No. of Respondents Percentage 1 20-30 35 35% 2 31-40 10 10% 3 41-50 3 3% 4 Above 50 year 2 2% Total 50 100 Chart 5.1 Age wise classification of RespondentsInference: The above table indicates 35 percentage of the respondents belong to 32-30 years of old,10 percentage of the respondents belongs to 31-40 of years, 3 percentage of the respondentsbelongs to 41-50 years of old, 2 percentage of the respondents belong to Above 50 years oldcategory
  • 3. Table 5.2 Timely in Customer Need S.No. Timely No. Of Respondents Percentage 1 Very Good 27 22% 2 Good 17 13% 3 Average 3 29% 4 Fair 1 14% 5 Poor 2 16% Total 50 100 Chart 5.2 Timely in Customer NeedInference: The above table shows that 22% of the respondents feel that they are very good in servingthe customers in a timely need,13% of the respondents feel that they are good in serving thecustomers in a timely need, 29% of the respondents feel that they are Average in serving thecustomers in a timely need, 14% of the respondents feel that they are Fair in serving thecustomers in a timely need, 16% of the respondents feel that they are Poor in serving thecustomers in a timely need.
  • 4. Table 5.3 Staff was friendly and cheerful throughout S.No. Respondents No. of Respondents Percentage 1 Good 8 16% 2 Average 39 78% 3 Fair 3 6% Total 50 100 Chart 5.3 Staff was friendly and cheerful throughoutInference: The above table shows that 16% of the respondents felt that the staff was friendly andcheerful throughout in a good manner, 78% of the respondents felt that the staff was friendly andcheerful throughout in average manner, 6% of the respondents felt that the staff was friendly andcheerful throughout in a Fair manner.
  • 5. Table 5.4 Response to customer queries In Company S.No. Respondents No. of Respondents Percentage 1 Very Good 15 30% 2 Good 8 16% 3 Average 27 54% Total 50 100 Chart 5.4 Response to customer queries In CompanyInference: The above table shows that 30% of the respondents said that the customer queries areresponded by the company in a very good way. 16% of the respondents said that the customerqueries are responded by the company in a good way, 54% of the respondents said that thecustomer queries are responded by the company in an average way. Table 5.5 Staff knowledge in organization
  • 6. S.No. Respondents No. of Respondents Percentage 1 Very good 4 8% 2 Good 10 20% 3 Average 25 50% 4 Fair 8 16% 5 Poor 3 6% Total 50 100 Chart 5.5 Staff knowledge in organizationInference: The above table shows that 8% of the respondents felt that the staff has a very goodknowledge, 20% of the respondents felt that the staff has a good knowledge, 50% of therespondents felt that the staff has a Average knowledge, 16% of the respondents felt that the staffhas a Fair knowledge and 6% of the respondents felt that the staff has a Poor knowledge in theorganization. Table 5.6 Staff offered pertinent advice
  • 7. S.No. Respondents No. of Respondents Percentage 1 Very good 3 6% 2 Good 23 46% 3 Average 13 26% 4 Fair 8 16% 5 Poor 3 6% Total 50 100 Chart 5.6 Staff offered pertinent adviceInference: The above table shows that 6% of the respondents felt that the staff has offered very goodpertinent advice, 46% of the respondents felt that the staff has offered good pertinent advice,26% of the respondents felt that the staff has offered average pertinent advice, 16% of therespondents felt that the staff has offered Fair pertinent advice and 6% of the respondents feltthat the staff has offered Poor pertinent advice regarding the products Table 5.7 Staff was courteous throughout.
  • 8. S.No Respondents No. of Respondents Percentage 1 Good 2 4% 2 Average 26 52% 3 Fair 13 26% 4 Poor 9 18% Total 50 100 Chart 5.7 Staff was courteous throughout.Inference: The above table shows that 4% of the respondents felt that the staff has good courteousthroughout, 52% of the respondents felt that the staff has average courteous throughout, 26% ofthe respondents felt that the staff has Fair courteous throughout and 18% of the respondents feltthat the staff has Poor courteous throughout
  • 9. Table 5.8 Staff carries the work as requested S.No. Respondents No. of Respondents Percentage 1 Very good 16 32% 2 Good 18 36% 3 Average 12 24% 4 Fair 2 4% 5 Poor 2 4% Total 50 100 Chart 5.8 Staff carries the work as requestedInference: The above table shows that 32% of the respondents felt that the staff carries the work asrequested in a very good way, 36% of the respondents felt that the staff carries the work asrequested in a good way, 24% of the respondents felt that the staff carries the work as requestedin a Average way, 4% of the respondents felt that the staff carries the work as requested in a Fairway and 4% of the respondents felt that the staff carries the work as requested in a very goodway
  • 10. Table 5.9 Recommendations based on Service experience S.No. Respondents No. of Respondents Percentage 1 Good 10 20% 2 Average 25 50% 3 Fair 12 24% 4 Poor 3 6% Total 50 100 Chart 5.9 Recommendations based on Service experienceIInference: The above table shows that 20% of the respondents said that they rate the service asgood, 50% of the respondents said that they rate the service as Average, 24% of the respondentssaid that they rate the service as Fair and 6% of the respondents said that they rate the service asPoor.
  • 11. Table 5.10 Impression about the Department visit for the first time S.No. Respondents No. of Respondent Percentage 1 Very good 5 10% 2 Good 12 24% 3 Average 20 40% 4 Fair 13 26% Total 50 100 Chart 5.10 Department visit in customer first timeInference: The above table shows that 10% of the respondents felt that impression created by thedepartment for the first time is very good, 24% of the respondents felt that impression created bythe department for the first time is good, 40% of the respondents felt that impression created bythe department for the first time is very Average and 26% of the respondents felt that impressioncreated by the department for the first time is Fair
  • 12. Table 5.11 Overall Opinion about the service S.No. Respondents No. of Respondents Percentage 1 Very good 15 30% 2 Good 22 44% 3 Average 10 20 4 Fair 3 6% Total 50 100 Chart 5.11 Overall Opinion about the serviceInference: The above table shows that 30% of the respondents said that their overallopinion about the service is very good, 44% of the respondents said that theiroverall opinion about the service is good, 20% of the respondents said that theiroverall opinion about the service is Average and 6% of the respondents said thattheir overall opinion about the service is very good