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

question 24

Multiple Choice

TABLE 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.
$$\begin{array}{l}\text { t-Test: Two-Sample Assuming Unequal Variances }\\\begin{array} { l r r } \hline & \text { Hotel 1 } &{ \text { Hotel 2 } } \\\hline \text { Mean } & 2.214 & 2.0115 \\\hline \text { Variance } & 2.951657 & 3.57855 \\\text { Observations } & 20 & 20 \\\hline \text { Hypothesized Mean Difference } & 0 & \\\hline \text { df } & 38 & \\\hline \text { t Stat } & 0.354386 & \\\hline \text { P(T <=t) one-tail } & 0.362504 & \\\text { t Critical one-tail } & 1.685953 & \\\hline \text { P(T<=t) two-tail } & 0.725009 & \\\text { t Critical two-tail } & 2.024394 & \\\hline\end{array}\end{array}$$
-Referring to Table 10-13, state the null and alternative hypotheses for testing if 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.

• A) \( H_{0}: \sigma_{I}^{2}-\sigma_{I I}^{2} \geq 0 \) versus \( H_{1}: \sigma_{I}^{2}-\sigma_{I I}^{2}<0 \)
• B) \( H_{0}: \sigma_{I}^{2}-\sigma_{I I}^{2} \leq 0 \) versus \( H_{1}: \sigma_{I}^{2}-\sigma_{I I}^{2}>0 \)
• C) \( H_{0}: \sigma_{I}^{2}-\sigma_{I I}^{2}=0 \) versus \( H_{1}: \sigma_{I}^{2}-\sigma_{I I}^{2} \neq 0 \)
• D) \( H_{0}: \sigma_{I}^{2}-\sigma_{I I}^{2} \neq 0 \) versus \( H_{1}: \sigma_{I}^{2}-\sigma_{I I}^{2}=0 \)

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Definitions:

Credit Terms

The payment conditions set by a seller for the buyer, including the period allowed for payment and any cash discount for early payment.

Inventory Returns Estimated

An approximation of the value or volume of goods that will be returned from customers back to the inventory.

Sales Refund Payable

A liability account that holds funds reserved for future refunds to customers for returned goods.

Sales Returns

Goods returned by customers to the seller after the sale, which result in a reduction of revenue previously recognized.