Ten Business People Who Fly Frequently from Melbourne to Sydney

question 10

Essay

Ten business people who fly frequently from Melbourne to Sydney were asked to rank four airlines in terms of the quality of service. The people assigned scores using a 5-point Likert scale where: 1 = bad, 2 = poor, 3 = average, 4 = good, and 5 = excellent. The results are shown below. $\begin{array} { | c | c | c | c | c | } \hline & & { \text { Airline } } \\\hline \text { Person } & \text { A } & \text { B } & \text { C } & \text { D } \\\hline 1 & 5 & 5 & 2 & 1 \\\hline 2 & 3 & 3 & 4 & 2 \\\hline 3 & 2 & 3 & 4 & 3 \\\hline 4 & 1 & 1 & 4 & 3 \\\hline 5 & 4 & 1 & 5 & 3 \\\hline 6 & 2 & 3 & 4 & 2 \\\hline 7 & 1 & 3 & 5 & 2 \\\hline 8 & 3 & 3 & 5 & 1 \\\hline 9 & 1 & 3 & 5 & 2 \\\hline 10 & 2 & 4 & 3 & 1 \\\hline\end{array}$ Can we conclude at the 5% significance level that there are differences in service quality among the four airlines?

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Definitions:

Strategy Formulation

The process of deciding the best courses of action for accomplishing organizational objectives and hence achieving organizational purpose.

High Differentiation

A strategy or condition where products, services, or organizations are distinctly different from those of competitors.

Marketing Managers

Professionals responsible for planning, directing, or coordinating marketing policies and programs, such as determining the demand for products and services offered by a firm and its competitors.

Engineering Managers

Professionals who combine management expertise with engineering knowledge to lead teams and projects in designing, developing, and implementing engineering processes and products.