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Quality Progress, February 2005, reports

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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 measure 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??2 Sup- pose 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?

 

Paper#28892 | Written in 18-Jul-2015

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