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

question 89

Short Answer

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, which of the following represents the relevant hypotheses tested? a) $H _ { 0 } : \mu _ { I } - \mu _ { I I } \geq 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } < 0$
b) $H _ { 0 } : \mu - \mu _ { I I } \leq 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } > 0$
c) $H _ { 0 } : \mu - \mu _ { I I } = 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } \neq 0$
d) $H _ { 0 } : \mu _ { I } - \mu _ { I I } \neq 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } = 0$

---

Definitions:

Lorenz Curve

The Lorenz curve is a graphical representation of the distribution of income or wealth within a society, illustrating inequalities.

Income Inequality

The unequal distribution of an economy’s total income among households or families.

Gini Curve

A graphical representation of the distribution of income or wealth within a society, used to measure economic inequality.

Quintile Distribution

A method of dividing a population into five equal groups based on their income levels or other measures.