A survey asked customers to rate their overall satisfaction with a service company as well as the speed in responding to their requests. For both questions, a rating scale of 1 to 5 was used with the following guidelines: 1, poor; 2, below average; 3, above average; 4, good; and 5, excellent. Table 5-9 shows the tabulated frequencies based on responses to both questions. Does response speed influence overall satisfaction? Use α = 0.01. Find Cramer's index of association.
Table 5-9

Transcribed Image Text:

Response Speed Rating Overall Satisfaction Rating 4 5 40 30 49 15 45 50 45 60 12 15