Quality Progress, February 2005, reports on the results

| March 14, 2016

Question
Quality Progress, February 2005, reports on the results achieved by Bank of America in improving customer satisfaction and customer loyalty by listening to the ‘ voice of the customer.’ A key mea-sure of customer satisfaction is the response on a scale from 1 to 10 to the question: “ Considering all the business you do with Bank of America, what is your overall satisfaction with Bank of America?” 3 Suppose that a random sample of 350 current customers results in 195 customers with a response of 9 or 10 representing “ customer delight.” Find a 95 percent confidence interval for the true proportion of all current Bank of America customers who would respond with a 9 or 10. Are we 95 percent confident that this proportion exceeds .48, the historical proportion of customer delight for Bank of America?

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