Question: How well do airline companies serve their customers A study

How well do airline companies serve their customers? A study showed the following customer ratings: 3% excellent, 28% good, 45% fair, and 24% poor (BusinessWeek, September 11, 2000). In a follow-up study of service by telephone companies, assume that a sample of 400 adults found the following customer ratings: 24 excellent, 124 good, 172 fair, and 80 poor. Is the distribution of the customer ratings for telephone companies different from the distribution of customer ratings for airline companies? Test with α = .01. What is your conclusion?

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