A company measures customer satisfaction in three regions, producing the following crosstab:

(a) What percentage of respondents answering “good” come from region 3?

(b) Interpret the strength of the association and assess the suitability of the phi coefficient, Cramer’s V, and the contingency coefficient for solving the problem.

Discuss possible problems when using the permitted measures of association and indicate regions with above-average numbers of satisfied or dissatisfied respondents.

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Customer satisfaction Total Excellent Count Average Poor Expected count % within customer satisfaction % within region % of total Count Expected count % within customer satisfaction % within region % of total Count Expected count % within customer satisfaction % within region % of total Count Expected count % within customer satisfaction % within region % of total Region Region 1 13 6.1 86.7% 61.9% 25.0% 0 8.1 0.0% 0.0% 0.0% 8 6.9 47.1% 38.1% 15.4% 21 21.0 40.4% 100.0% 40.4% Region 2 0 5.5 0.0% 0.0% 0.0% 10 7.3 50.0% 52.6% 19.2% 9 6.2 52.9% 47.4% 17.3% Region 3 2 3.5 13.3% 16.7% 3.8% 10 4.6 50.0% 83.3% 19.2% 0 3.9 0.0% 19 12 19,0 12.0 36.5% 23.1% Total 15 15.0 100.0% 100.0% 100.0% 36.5% 23.1% 28.8% 28.8% 20 20.0 100.0% 0.0% 32.7% 0.0% 32.7% 52 38.5% 38.5% 17 17.0 100.0% 52.0 100.0% 100.0% 100.0%