SCENARIO 10-13
the Amount of Time Required to Reach a Customer

question 118

Multiple Choice

SCENARIO 10-13
The amount of time required to reach a customer service representative has a huge impact on customer satisfaction.Below is the Excel output from a study to see whether there is evidence of a difference in the mean amounts of time required to reach a customer service representative between two hotels.Assume that the population variances in the amount of time for the two hotels are not equal. $$\begin{array}{l}\text { t-Test: Two-Sample Assuming Unequal Variances }\\\begin{array} { l r r } \hline & \text { Hotel 1 } & \text { Hotel 2 } \\\hline \text { Mean } & 2.214 & 2.0115 \\\text { Variance } & 2.951657 & 3.57855 \\\text { Observations } & 20 & 20 \\\text { Hypothesized Mean Difference } & 0 & \\\text { df } & 38 & \\\text { t Stat } & 0.354386 & \\\text { P } ( T < = t ) \text { one-tail } & 0.362504 & \\\text { t Critical one-tail } & 1.685953 & \\\text { P } ( \text { T } < \text { t) two-tail } & 0.725009 & \\\text { t Critical two-tail } & 2.024394 & \\\hline\end{array}\end{array}$$
-Referring to Scenario 10-13, suppose $\alpha$ = 0.05.Which of the following represents the result of the relevant hypothesis test?

• A)The alternative hypothesis is rejected.
• B)The null hypothesis is rejected.
• C)The null hypothesis is not rejected.
• D)Insufficient information exists on which to decide.

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Definitions:

Work Station 1

A specific area or desk set up for an individual to perform their job tasks, often equipped with necessary tools and technology.

Exponentially Distributed

Exponentially Distributed describes a type of continuous probability distribution that is often used to model the time between events in a process where events occur continuously and independently at a constant average rate.

Processing Time

The time taken to complete a particular process, often referred to in computing as the time a system takes to process a specific task.

Replications

Repeating experiments or simulations to obtain a more accurate estimate of the true characteristics of a phenomenon.