Attempting to improve the quality of services provided to customers, the owner of a chain of high-fashion department stores randomly selected a number of clerks for special training in customer relations. Of this group, only 10% were the subject of complaints to the store manager during the 3 months following the training. On the other hand, 15% of a sample of untrained clerks were mentioned in customer complaints to the manager during this same period. The data are in file XR11064, with data for each group coded as 1 = not mentioned in a complaint and 2 = mentioned in a complaint. Using the 0.05 level of significance, does the training appear to be effective in reducing the incidence of customer dissatisfaction with sales personnel? Identify and interpret the p-value for the test.
A computer and statistical software.

  • CreatedSeptember 08, 2015
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