Data Model - Livingston Bookstore Survey

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Data Model - Livingston Bookstore Survey

  1. 1. LIVINGSTON COLLEGE BOOKSTORE CUSTOMER SATISFACTION SURVEY
  2. 2. STATEMENT of the PROBLEM <ul><li>In order to better serve the needs of our MBA students, we have asked them to rate their satisfaction with the Livingston College bookstore. Their feedback will help us make a visit to this bookstore a more satisfying experience. </li></ul>
  3. 3. CATEGORIZATION of CRITICAL INCIDENTS
  4. 4. SURVEY RESULTS
  5. 5. GRAPH of AVERAGES for the CRITICAL INCIDENTS
  6. 6. CORRELATION MATRIX
  7. 7. HYPOTHESIS TEST Questions 12 and 13
  8. 8. ONE VARIABLE REGRESSION ANALYSIS Overall Satisfaction Statement
  9. 9. ONE VARIABLE REGRESSION ANALYSIS Overall Satisfaction Statement (cont.)
  10. 10. ANOVA Prices of new textbooks and gender
  11. 11. ANOVA Hours of Operation and Credits Taken
  12. 12. RECOMMENDATIONS <ul><li>Extend the hours of operation to accommodate part-time students </li></ul><ul><li>Restructure the organization of books in the store </li></ul><ul><li>Ensure books are in stock </li></ul><ul><li>Investigate possibility of adding more parking spaces </li></ul>
  13. 13. NEXT STEPS <ul><li>Expand survey to broader audience (undergraduates, faculty members etc) to collect more data </li></ul><ul><li>Become educated on the operational cost structure of the Livingston bookstore to identify price reduction opportunities </li></ul>
  14. 14. APPENDIX A HYPOTHESIS TEST Questions 12 and 13
  15. 15. APPENDIX B ONE VARIABLE REGRESSION ANALYSIS Overall Satisfaction Statement
  16. 16. APPENDIX C ONE VARIABLE REGRESSION ANALYSIS Overall Satisfaction Statement
  17. 17. APPENDIX D SURVEY RESULTS First 20 respondents
  18. 18. APPENDIX E SURVEY RESULTS Last 20 respondents
  19. 19. APPENDIX F Team Member Assignments
  20. 20. APPENDIX G Final Survey
  21. 21. APPENDIX H Verbatims

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