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

question 12

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. $$\begin{array}{l}\text { t-Test: Two-Sample Assuming Unequal Variances }\\\begin{array} { l r r } \hline & { \text { Hotel 1 } } & { \text { Hotel 2 } } \\\hline \text { Mean } & 2.214 & 2.0115 \\\text { Variance } & 2.951657 & 3.57855 \\\text { Observations } & 20 & 20 \\\text { Hypothesized Mean Difference } & 0 & \\\text { df } & 38 & \\\text { t Stat } & 0.354386 & \\\text { P(T<=t) one-tail } & 0.362504 & \\\mathrm { t } \text { Critical one-tail } & 1.685953 & \\\mathrm { P } ( \mathrm { T } < = \mathrm { t } ) \text { two-tail } & 0.725009 & \\\mathrm { t } \text { Critical two-tail } & 2.024394 & \\\hline\end{array}\end{array}$$
-Referring to Scenario 10-13, suppose ? = 0.05. Which of the following represents the correct conclusion for a test on a difference in the variabilities of the amount of time required to reach a
Customer service representative between the two hotels?

• A) There is no evidence of a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels.
• B) There is evidence of a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels.
• C) There is no evidence that the variabilities of the amount of time required to reach a customer service representative between the two hotels are the same.
• D) There is evidence that the variabilities of the amount of time required to reach a customer service representative between the two hotels are the same.