You work for the tech giant Carbon, specifically in their new UberTank printer division. It has been a year now since the launch of your successful UberTank printer which promises to save customers up to $2,000 a year. Your boss wants to send out a survey, via customer feedback kiosks at select stores, to try to understand the current level of customer satisfaction. She is a big believer that continuous product improvement is key to retaining long-term customer satisfaction. Aside from some demographic variables, this survey included three items (2a, 2b, 2c) to measure perceived quality and three items (3a, 3b, 3c) to measure customer satisfaction. These items are shown below

1. Examine the scale items above for both perceived quality and customer satisfaction. What problems, if any, do these scales have. 2. Convert the perceived quality scale (all three items 2a, 2b, 2c) to a semantic differential scale. 3. Review Table 1, which is the Cronbachs Alpha output for Perceived Quality. What is the Cronbachs Alpha for the Perceived Quality scale? What can you say about the reliability of the scale for Perceived Quality. 4. Review Table 2, which is the Cronbachs Alpha output for Customer Satisfaction. What is the Cronbachs Alpha for the Customer Satisfaction scale? What can you say about the reliability of the scale for Customer Satisfaction.

1. How long have you been purchasing Carbon Printers? 0 to 6 months 6 months to 1 year 1 to 3 years 3 or more years 2. Please indicate the extent to which you agree or disagree with the followina statements. 3. Please indicate the extent to which you agree or disagree with the followina statements