Final Exam

Instructions

Review and complete the questions presented below. Provide clear answers with statements that address each aspect of each question. Copy and paste only the relevant SPSS outputs under your statements.

T-test and ANOVA (5 points per question)

1. Do the males and females (Q6) differ in their overall satisfaction (Q2)? Interpret the results.
2. Do the three groups in Q7 differ in their overall satisfaction (Q2)? Interpret the results.
3. Do the males and females (Q6) differ in the advantage rating (Q4)? Interpret the results.
4. Do the three groups in Q7 differ in the advantage rating (Q4)? Interpret the results.
   Multiple regression (8 points per question)
5. Can overall satisfaction (Q2) be explained by the four evaluation statements in Q3 (Q3_1 to Q3_4) and the advantage rating (Q4)? Interpret the results.
6. Can overall satisfaction (Q2) be explained by the seven importance statements in Q5 (Q5_1 to Q5_7)? Interpret the results.
7. Can the advantage rating (Q4) be explained by the seven importance statements in Q5 (Q5_1 to Q5_7)? Interpret the results.
   Discriminant analysis (8 points per question)
8. Do a two-group discriminant analysis with the groups in Q1 as the dependent variable and the four evaluation statements in Q3 (Q3_1 to Q3_4) as the independent variables. Report the percentage of original grouped cases correctly classified and the percentage of cross-validated grouped cases correctly classified. Indicate whether the classification is satisfactory and explain why or why not.

13. Do a two-group discriminant analysis with the groups in Q1 as the dependent variable and the seven evaluation statements in Q5 (Q5_1 to Q5_7) as the independent variables. Report the percentage of original grouped cases correctly classified and the percentage of cross-validated grouped cases correctly classified. Indicate whether the classification is satisfactory and explain why or why not.

Factor analysis (10 points per question)

14. Can the four evaluation statements in Q3 (Q3_1 to Q3_4) be reduced to one factor? What’s the mean score of this factor? Compare this mean score with 4, the mid-point of the 7-point rating scale, indicate whether Bank of America is perceived as a poor service provider or an excellent service provider, and explain why.

15. Can the seven importance statements in Q5 (Q5_1 to Q5_7) be reduced to one factor? What’s the mean score of this factor? Compare this mean score with 4, the mid-point of the 7-point rating scale, indicate whether the services described in the statements are regarded as important or unimportant, and explain why.

Cluster analysis (10 points per question)

16. Do a two-cluster analysis with the four evaluation statements in Q3 (Q3_1 to Q3_4) and describe the clusters.

17. Do a two-cluster analysis with the seven importance statements in Q5 (Q5_1 to Q5_7) and describe the clusters.

Bonus questions (4 points per question)

1. Conduct a cross-tabulation of gender (Q6) and retirement status (Q7). Interpret the results.
2. Assume that the importance of online services offered (Q5_2) and the importance of quality of advice (Q5_4) were measured on an ordinal scale rather than an interval scale. Does the importance of online services offered (Q5_2) differ from the importance of quality of advice (Q5_4)? Interpret the results.

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