The Statistical Analysis - Assignment Example

The Statistical Analysis and of the Question In orderto assess the satisfaction of varied features of the Sports Centre, there was a need to carry out a research study. The research study was based on the survey method. Although a survey method can use an interview with respect to the collection of data, it is prudent to use a questionnaire. However, in this survey, the structured questionnaire was used to collect relevant data; a structured questionnaire ensures that all participants answer the same questions. As a result, a researcher cannot answer questions that are not set on a questionnaire. In this respect, the structured questionnaire enable a researcher to identify the uniformity of given data as far as a certain population is concerned. For instance, while analyzing the level of satisfaction among the users of the University Sports Center, a number of questions relating to the level of satisfaction and importance of equipments and services were answered by the respondents; all the respondents answered the same questions. As a result, the structured questionnaires enabled the researcher to access information regarding the level of satisfaction of the sports center; in other words, the information collected from the respondents was more reliable in informing various improvements (Bryman and Bell 2007). The questionnaire which was used for the collection of data had twenty-one relevant questions. The questions were exhaustive with respect to the evaluation of the level of satisfaction of the features of the sport centre as well as the formulation of policies to improve the sports services and facilities. In order to ensure that all information is captured in the survey, the questionnaire was divided into three parts. The three parts are categorized in the following manner: the first part is associated with the level of satisfaction among users of the sports centre; the second question of the questionnaire was associated the level of importance among various features of the sports centre; and, thirdly, the background information. The results ensured that a notable relationship between the independent and dependent variables. Additionally, the questions pointed out whether various factors have impact on the level of satisfaction and perception regarding the importance of the diverse sport center’s features. The researcher used the non-probability sampling method since various variables were chosen randomly; for instance, the number of male and female individuals indicated a large variation since the female respondents were reported at 37.1% while men accounted for 62.4%. The choice of the non-probability sampling denotes that the results obtained are not highly reliable with respect to the representation of the subject under an investigation among the population. In this regard, the use of the stratified simple-sampling method means that various respondents are drawn from various classes based on a particular chance; as a result, a researcher is likely to experience a more reliable outcome. Question 2 (a) The sample population consisted of one-hundred and twenty-six male and seventy-five female participants. The figure denotes that female participants were 37 percent while male were 62 percent. Additionally, the frequency of individuals that frequent the sports centre three times a week was established at 34. On the other hand, frequency of individuals that use the sports centre twice and once a week was measured at 47 and 39 respectively. Lastly, the frequency of individuals that did not use the cultural sports centre was established at 46. With respect to the percentage, individuals that use the sports centre twice per week was measured at 23%; on the other hand, individuals that visit the place three times a week was measured at 16.8%. Additionally, 1st years who participated in the questionnaire were 33.7%. Conversely, individuals with masters and others were assessed at 5% for each respective product. The above results indicate that the researcher used the non-probability sampling method to collect data. The composition of the sample population is associated with a low level of uniformity due to non-probability sampling method. Table 1 Descriptive Statistics N Minimum Maximum Mean Std. Deviation are you male or female 202 1 3 1.38 .497 how often do you use the centre 202 0 5 1.93 1.505 what year at university are you currently in? 1st /2nd/ 3rd/ 4th/ masters/ other 202 1 6 1.96 .871 are you a member or do you pay each time 190 1 2 1.48 .501 subject area 202 1 4 2.47 1.270 Valid N (listwise) 190 Table 2 Descriptive Statistics N Minimum Maximum Mean Std. Deviation are you male or female 202 1 3 1.38 .497 how often do you use the centre 202 0 5 1.93 1.505 what year at university are you currently in? 1st /2nd/ 3rd/ 4th/ masters/ other 202 1 6 1.96 .871 are you a member or do you pay each time 190 1 2 1.48 .501 subject area 202 1 4 2.47 1.270 Valid N (listwise) 190 Table 3 Statistics are you male or female how often do you use the centre what year at university are you currently in? 1st /2nd/ 3rd/ 4th/ masters/ other are you a member or do you pay each time subject area N Valid 202 202 202 190 202 Missing 0 0 0 12 0 Table 4 How Often Do You Use The Centre Frequency Percent Valid Percent Cumulative Percent Valid never 46 22.8 22.8 22.8 once a week or less 39 19.3 19.3 42.1 twice a week 47 23.3 23.3 65.3 3 times a week 34 16.8 16.8 82.2 4 times a week or more 25 12.4 12.4 94.6 5 11 5.4 5.4 100.0 Total 202 100.0 100.0 Table 5 What Year At University Are You Currently In? 1st /2nd/ 3rd/ 4th/ Masters/ Other Frequency Percent Valid Percent Cumulative Percent Valid 1st year 68 33.7 33.7 33.7 2nd year 84 41.6 41.6 75.2 3rd year 44 21.8 21.8 97.0 4th year 4 2.0 2.0 99.0 masters 1 .5 .5 99.5 other 1 .5 .5 100.0 Total 202 100.0 100.0 Table 6 Are You A Member Or Do You Pay Each Time Frequency Percent Valid Percent Cumulative Percent Valid member 98 48.5 51.6 51.6 pay each time 92 45.5 48.4 100.0 Total 190 94.1 100.0 Missing N/A 12 5.9 Total 202 100.0 Table 7 Subject Area Frequency Percent Valid Percent Cumulative Percent Valid sports 68 33.7 33.7 33.7 business 41 20.3 20.3 54.0 media 24 11.9 11.9 65.8 other 69 34.2 34.2 100.0 Total 202 100.0 100.0 Figure 1 Figure 2 Figure 3 Figure 4 F1gure 5 Figure 6 Question 2 (b) The level of satisfaction among the twenty-one identified features with respect to the sports center ranged from 0 to 5. Additionally, the mean of the level of satisfaction among the twenty-one features ranged from 3.7624 to 3.1139. The well mannered and informative staff feature experienced the highest level of satisfaction with a mean of 3.7624: the prompt actions based on customer’s feedback were associated with the lowest level of satisfaction of 3.1139. Ranking of the Satisfaction Level Table 8 Descriptive Statistics N Minimum Maximum Mean Std. Deviation well mannered and informative staff 202 1 5 3.76 .848 How satisfactory modern sports/gym equipment 201 2 5 3.71 .780 providing a reliable service that is promised 200 1 5 3.70 .821 willingness to help facility users 199 1 5 3.69 .842 visually appealing facilities 200 1 5 3.67 .827 modern changing facilities 200 1 5 3.67 .778 service carried out as promised first time 198 1 5 3.66 .891 informing customer of new and changing schedule / timetables 200 1 5 3.64 .820 service performed at promised time 200 1 5 3.63 .881 prompt service to facility users 201 1 5 3.62 .870 staff with good customer service 199 1 5 3.60 .875 secure transactions e.g. membership payments and booking facilities 201 1 5 3.60 .939 smart , professionally appearing staff 202 1 5 3.57 .815 readiness to respond to user request 198 1 5 3.56 .851 convenient hours of operation 202 1 5 3.54 .947 knowledgeable and reliable staff 198 1 5 3.53 .865 attending to the needs of every customer e.g. on a personal one to one basis 197 1 5 3.48 .843 highly motivated staff for example encouraging gym staff 199 1 5 3.48 .858 informative, relevant and appealing documentation such as gym and class timetables and opening times 200 1 5 3.44 .928 dealing with customer complaints 191 1 5 3.31 .743 prompt actions based on customer feedback 191 1 5 3.29 .766 Valid N (listwise) 177 The table above indicates that respondents were less satisfied with the quality of the informative, relevant and appealing documentation, such as gym and class timetables and opening times (mean=3.44), dealing with the complaints of customers (mean=3.31) and prompt actions based on the customer’s feedback (mean=3.29). On the other hand, the users of the sports centre were highly satisfied with the provision of a reliable service that is normally promised (mean=3.70), modern sports and gym equipment (mean=3.71) and well mannered and informative staff (mean=3.76). The management need to maintain or improve the standards of the provision of a reliable service that is promised periodically, the modern sports equipment and the well mannered and informative staff in order to ensure the needs and expectations of the users of the sports center are met or surpassed. On the other hand, the management needs to find various means of improving significantly the methods of addressing the customers’ complaints, the attendance to various needs of customers and timely actions based on the feedback of customers. The improvement of such services that are currently associated with poor quality standard would help the management to meet the expectations of the sports center’s users via the provision of desired quality services and equipments. Table 9 Crosstabs and Chi-Square Case Processing Summary Cases Valid Missing Total N Percent N Percent N Percent are you a member or do you pay each time * staff with good customer service 187 92.6% 15 7.4% 202 100.0% are you a member or do you pay each time * attending to the needs of every customer e.g. on a personal one to one basis 185 91.6% 17 8.4% 202 100.0% are you a member or do you pay each time * knowledgeable and reliable staff 186 92.1% 16 7.9% 202 100.0% are you a member or do you pay each time * secure transactions e.g. membership payments and booking facilities 189 93.6% 13 6.4% 202 100.0% are you a member or do you pay each time * highly motivated staff for example encouraging gym staff 187 92.6% 15 7.4% 202 100.0% are you a member or do you pay each time * well mannered and informative staff 190 94.1% 12 5.9% 202 100.0% are you a member or do you pay each time * readiness to respond to user request 186 92.1% 16 7.9% 202 100.0% are you a member or do you pay each time * willingness to help facility users 187 92.6% 15 7.4% 202 100.0% are you a member or do you pay each time * prompt service to facility users 189 93.6% 13 6.4% 202 100.0% are you a member or do you pay each time * informing customer of new and changing schedule / timetables 188 93.1% 14 6.9% 202 100.0% are you a member or do you pay each time * service performed at promised time 189 93.6% 13 6.4% 202 100.0% are you a member or do you pay each time * service carried out as promised first time 186 92.1% 16 7.9% 202 100.0% are you a member or do you pay each time * prompt actions based on customer feedback 180 89.1% 22 10.9% 202 100.0% are you a member or do you pay each time * dealing with customer complaints 180 89.1% 22 10.9% 202 100.0% are you a member or do you pay each time * providing a reliable service that is promised 188 93.1% 14 6.9% 202 100.0% are you a member or do you pay each time * convenient hours of operation 190 94.1% 12 5.9% 202 100.0% are you a member or do you pay each time * informative, relevant and appealing documentation such as gym and class timetables and opening times 188 93.1% 14 6.9% 202 100.0% are you a member or do you pay each time * visually appealing facilities 188 93.1% 14 6.9% 202 100.0% are you a member or do you pay each time * smart , professionally appearing staff 190 94.1% 12 5.9% 202 100.0% are you a member or do you pay each time * modern changing facilities 188 93.1% 14 6.9% 202 100.0% are you a member or do you pay each time * How satisfactory modern sports/gym equipment 189 93.6% 13 6.4% 202 100.0% The above data indicates that there is a significant impact of membership on the well mannered and informative staff aspect. Similarly, membership had a considerable effect on the convenient hours of operation. The relationship with respect to the aforementioned associations was established at 94.1%. However, their significance level was above 5. The minimum expected count is .98. The association between willingness to help others, established at 92.6, resulted in a chi-square of linear by linear of significance level 0.937; the value of 0.937 is below the expected count of 0.98. The above results indicate that the perception on the quality of willingness to help the users of the sports facilities is highly influenced by membership. c) According to the respondents, the appearance of the sports center, physical facilities, such as gym equipment, staff, the sports hall, gym equipment and changing rooms were regarded as the most important features of the sports center; the importance of these features were assigned an average importance of 25.3416. On the other hand, the knowledge and manners of the sports centre’s staff, as well as their ability to supply and maintain confidence and trust among the customers are associated with less importance (mean=17.2599). Table 11 Descriptive Statistics N Minimum Maximum Mean Std. Deviation the appearance of the sports centre, physical facilities such as staff, gym equipment, the sports hall, and changing rooms. 202 5 96 25.34 11.399 the attention to detail given when dealing with a customer on a one to one basis , though being caring and sympathetic to any problems that may have arisen. 202 0 51 20.95 10.101 the sports centres willingness to help users and provide a prompt and friendly service. 202 1 60 18.29 8.075 the ability of the sports centre and its staff to implement the service promised reliably and accurately. 202 1 60 18.25 7.425 the knowledge and manners of the sports centres staff, and their ability to supply and maintain confidence and trust within its customer. 202 1 41 17.26 7.133 Valid N (listwise) 202 According to the respondents, the appearance of the sports center, physical facilities, such as gym equipment, staff, the sports hall, gym equipment and changing rooms were regarded as the most important features of the sports center; the importance of these features were assigned an average importance of 25.3416. On the other hand, the knowledge and manners of the sports centre’s staff, as well as their ability to supply and maintain confidence and trust among its customers was associated with less importance (mean=17.2599). The above scenario indicates that the appearance of the sports centre, physical facilities such as the sports hall, staff, gym and changing rooms, are important since they are associated with a high value as far as the offering of sports services is concerned; they are the primary provider of various sports services. On the other hand, the knowledge and manners of the sports centers staff and their ability to uphold trust are associated with a low value addition; these features are termed as auxiliary services. However, the availability of excellent auxiliary services can help to boost the quality of the overall sports services. Question 2c a) Table 12 Descriptive Statistics N Minimum Maximum Mean Std. Deviation Equipment Rating Weighted 201 10.00 384.00 95.4378 51.10232 Appearance Weighted 200 15.00 384.00 94.4850 52.34568 Changing Facilities Weighted 200 15.00 384.00 93.8000 51.14547 Smart staff weighted 202 20.00 480.00 91.9554 53.12112 Convenience weighted 202 10.00 384.00 89.2624 48.78010 information weighted 200 10.00 384.00 87.6250 50.05800 Staff with good customer care weighted 199 .00 175.00 73.0251 36.84111 Reliable Serice weighted 200 4.00 200.00 67.4650 31.25288 readiness to respond to user requests weighted 199 2.00 195.00 67.2915 33.01401 Informing Customers pf changes weighted 200 4.00 240.00 66.7500 32.74736 willingness to help users weighted 201 4.00 195.00 66.7214 33.83285 Service carried out 1st time weighted 198 2.00 240.00 66.3485 31.58109 Service provided as promised weighted 200 2.00 240.00 66.1100 32.25196 dealing with customer complaints weighted 198 3.00 240.00 65.7551 35.55195 prompt service to users weighted 191 3.00 240.00 60.7199 32.42134 prompt actions on customer feedback weighted 191 3.00 240.00 60.5471 31.46946 Valid N (listwise) 180 b) The table below shows the combination of the perception regarding quality and importance of various features that are associated with the sports centre. As far as the weight variables are concerned, the modern sports and gym equipment are associated with a high level of importance and satisfaction as far as the perception and expectation of customers are concerned (mean=95.4378). The visually appealing facilities are ranked second with respect to the level of satisfaction and importance (mean=94.4850). The visually appealing facilities are followed by modern facilities as far as the level of importance and customers’ satisfaction are concerned (mean=93.8000). The three sports centre features replaces the previous the “well mannered and informative staff”, “modern sports and gym equipment” and “providing a reliable service that is promised”; the later features were associated with the level of satisfaction while the former features relate to both the level of satisfaction and importance as regards the diverse sports’ center services and equipments. While the level of satisfaction may mean the level of quality, the importance of services and equipments is important as far as meeting the high demand of the customer’s needs is concerned. In this respect, both satisfaction and importance demonstrate areas that need an improvement due to their high level of demand of meeting the major needs of the sports centre’s users. The sole incorporation of the level of satisfaction in an analysis may fail to point out the areas of importance as far as the provision of the sports services is concerned. With respect to the respondent views, the aspect of dealing with the customers’ complaints is associated with the highest level of dissatisfaction and least importance among the customers (mean=57.25). The prompt service to the facility users is a different sports’ feature which is associated the second highest level of dissatisfaction and least importance among the customers (mean=57.41). The highly motivated staff follows the “prompt service to users” in the light of dissatisfaction and least importance (mean=59.17). The three features which are replaced include “attending to the needs of every customer”, “dealing with customer complaints” and “prompt actions based on customer’s feedback”; the features are arranged in a descending order with respect to the level of satisfaction. The scenario indicates that although the previous analysis of the level of satisfaction indicated a number of aspects which are characterized by a low level of satisfaction, the later analysis of both the level of satisfaction and importance denotes that while a certain feature can be associated with the least satisfaction level it can be of considerable importance among customers. In this regard, the management can divert resources from the most dissatisfaction and least importance areas to other services and products that are associated with a low level of satisfaction and considerable level of importance among the consumers. Question 3 The statistic analysis shows that the well mannered and informative staff, modern sports equipment and provision of reliable services are aspects that are associated with a high level of customer’s satisfaction. On the other hand, attending to the needs of customers, dealing with customer complaints and prompt actions based on the clients’ feedback is characterized by a low level of the customer’s satisfaction. With respect to the importance of various sports’ features, the appearance of the sports centre, physical facilities and physical facilities, such as the gym equipment, the sports hall, changing rooms and staff were associated with a high level of importance (mean=25.34). On the other hand, the knowledge and manners of the sports centre’s staff, as well as the ability to supply and maintain confidence and trust among customers, are characterized by a low level of importance (mean=17.26). However, the combination of both the level of quality and importance with respect to various features of the sports centre indicates interesting results. For instance, while the modern sports and gym equipment are associated with a high level of importance and satisfaction as far as the perception and expectation of customers are concerned (mean=95.4378), dealing with the customers’ complaints is characterized with the highest level of dissatisfaction and least importance among consumers (mean=57.25). The management should pay attention to the aspect of both quality and importance. Various areas which indicate a low level of satisfaction and a relatively high level of importance, such as attending the needs of customers, should be addressed; for instance, the management should train its employees on the best methods of addressing the needs of employees. Although the sports centre needs to improve in a number of areas, the management performed exceptionally with respect to the provision of a reliable service (mean=3.6634), well mannered and informative staff (mean=3.7624) and modern sports and gym equipment (mean=3.6634). The findings of the analysis indicate that a majority of users are likely to provide relatively accurate results given the fact that most of the customers demand for services which are associated with a high value. The analysis attempted to assign the level of quality on various facilities and services that are associated with in the light of the perceptions and experiences of the users. In this regard, individuals are likely to be highly satisfied when a certain aspect is associated with a high value. As a result, a questionnaire that targets to question the level of quality based on the satisfaction is helpful. However, to provide the management with useful information regarding improvement of the overall services and facilities, there is a need to incorporate the perception about the importance of facilities. The management can add substantial services to its operation by focusing on areas that matters significantly to customers. The use of the survey methods in collecting data is helpful as far as the accessibility of the current information is concerned; the survey method also provides a researcher the chance to collect significant data regarding a specific statistic. The use of a large number of questions (21) on various aspects under investigation helped the research to gain more in-depth information. The combination of both level of satisfaction and importance of varied services and sports equipment provided an opportunity for the management to identify areas that are likely to be productive if various issues are addressed. The analysis method can be useful in businesses; businesspersons are likely to identify services and products that are associated with a high value among consumers via the analysis of both the level of satisfaction and importance of a commodity or service. However, in order to obtain more accurate data, there is a need to prepare a sample that is highly reliable in representing the population; probability sampling can enable a researcher to experience an accurate analysis and results. Reference Bryman, A. and Bell, E., 2007. Business Research Methods. New York: Oxford University Press Appendices Crosstab Count staff with good customer service very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 0 13 28 41 pay each time 2 6 27 46 Total 2 19 55 87 Crosstab Count staff with good customer service Total very satisfactory are you a member or do you pay each time member 13 95 pay each time 11 92 Total 24 187 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 5.004a 4 .287 Likelihood Ratio 5.838 4 .212 Linear-by-Linear Association .234 1 .629 N of Valid Cases 187 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .98. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .035 .073 .483 .630c Ordinal by Ordinal Spearman Correlation .043 .073 .580 .563c N of Valid Cases 187 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * attending to the needs of every customer e.g. on a personal one to one basis Crosstab Count attending to the needs of every customer e.g. on a personal one to one basis very dissatisfactory dissatisfactory neutral are you a member or do you pay each time member 1 11 36 pay each time 1 7 35 Total 2 18 71 Crosstab Count attending to the needs of every customer e.g. on a personal one to one basis Total satisfactory very satisfactory are you a member or do you pay each time member 37 8 93 pay each time 39 10 92 Total 76 18 185 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 1.172a 4 .883 Likelihood Ratio 1.180 4 .881 Linear-by-Linear Association .840 1 .359 N of Valid Cases 185 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .99. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .068 .073 .916 .361c Ordinal by Ordinal Spearman Correlation .065 .073 .886 .377c N of Valid Cases 185 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * knowledgeable and reliable staff Crosstab Count knowledgeable and reliable staff very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 0 9 34 40 pay each time 4 8 28 44 Total 4 17 62 84 Crosstab Count knowledgeable and reliable staff Total very satisfactory are you a member or do you pay each time member 12 95 pay each time 7 91 Total 19 186 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 6.063a 4 .195 Likelihood Ratio 7.622 4 .106 Linear-by-Linear Association .832 1 .362 N of Valid Cases 186 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 1.96. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.067 .072 -.912 .363c Ordinal by Ordinal Spearman Correlation -.035 .073 -.477 .634c N of Valid Cases 186 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * secure transactions e.g. membership payments and booking facilities Crosstab Count secure transactions e.g. membership payments and booking facilities very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 3 10 20 45 pay each time 2 8 32 42 Total 5 18 52 87 Crosstab Count secure transactions e.g. membership payments and booking facilities Total very satisfactory are you a member or do you pay each time member 19 97 pay each time 8 92 Total 27 189 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 7.649a 4 .105 Likelihood Ratio 7.804 4 .099 Linear-by-Linear Association 1.952 1 .162 N of Valid Cases 189 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 2.43. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.102 .072 -1.401 .163c Ordinal by Ordinal Spearman Correlation -.130 .072 -1.794 .074c N of Valid Cases 189 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * highly motivated staff for example encouraging gym staff Crosstab Count highly motivated staff for example encouraging gym staff very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 0 15 32 41 pay each time 2 8 29 44 Total 2 23 61 85 Crosstab Count highly motivated staff for example encouraging gym staff Total very satisfactory are you a member or do you pay each time member 7 95 pay each time 9 92 Total 16 187 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 4.587a 4 .332 Likelihood Ratio 5.393 4 .249 Linear-by-Linear Association .953 1 .329 N of Valid Cases 187 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .98. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .072 .073 .976 .330c Ordinal by Ordinal Spearman Correlation .081 .073 1.110 .269c N of Valid Cases 187 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * well mannered and informative staff Crosstab Count well mannered and informative staff very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 0 8 25 48 pay each time 1 8 19 47 Total 1 16 44 95 Crosstab Count well mannered and informative staff Total very satisfactory are you a member or do you pay each time member 17 98 pay each time 17 92 Total 34 190 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 1.641a 4 .801 Likelihood Ratio 2.028 4 .731 Linear-by-Linear Association .018 1 .894 N of Valid Cases 190 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .48. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .010 .073 .133 .895c Ordinal by Ordinal Spearman Correlation .024 .073 .324 .746c N of Valid Cases 190 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * readiness to respond to user request Crosstab Count readiness to respond to user request very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 0 14 29 41 pay each time 1 6 32 41 Total 1 20 61 82 Crosstab Count readiness to respond to user request Total very satisfactory are you a member or do you pay each time member 11 95 pay each time 11 91 Total 22 186 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 4.263a 4 .372 Likelihood Ratio 4.739 4 .315 Linear-by-Linear Association .497 1 .481 N of Valid Cases 186 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .49. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .052 .073 .704 .482c Ordinal by Ordinal Spearman Correlation .047 .073 .638 .524c N of Valid Cases 186 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * willingness to help facility users Crosstab Count willingness to help facility users very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 2 6 29 40 pay each time 0 8 23 51 Total 2 14 52 91 Crosstab Count willingness to help facility users Total very satisfactory are you a member or do you pay each time member 18 95 pay each time 10 92 Total 28 187 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 6.547a 4 .162 Likelihood Ratio 7.356 4 .118 Linear-by-Linear Association .006 1 .937 N of Valid Cases 187 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .98. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.006 .073 -.079 .937c Ordinal by Ordinal Spearman Correlation -.010 .073 -.132 .895c N of Valid Cases 187 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * prompt service to facility users Crosstab Count prompt service to facility users very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 2 11 20 49 pay each time 2 6 27 51 Total 4 17 47 100 Crosstab Count prompt service to facility users Total very satisfactory are you a member or do you pay each time member 15 97 pay each time 6 92 Total 21 189 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 6.282a 4 .179 Likelihood Ratio 6.432 4 .169 Linear-by-Linear Association .430 1 .512 N of Valid Cases 189 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 1.95. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.048 .072 -.655 .513c Ordinal by Ordinal Spearman Correlation -.069 .073 -.945 .346c N of Valid Cases 189 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * informing customer of new and changing schedule / timetables Crosstab Count informing customer of new and changing schedule / timetables very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 2 4 29 49 pay each time 0 7 37 34 Total 2 11 66 83 Crosstab Count informing customer of new and changing schedule / timetables Total very satisfactory are you a member or do you pay each time member 13 97 pay each time 13 91 Total 26 188 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 6.314a 4 .177 Likelihood Ratio 7.108 4 .130 Linear-by-Linear Association .796 1 .372 N of Valid Cases 188 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .97. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.065 .073 -.892 .374c Ordinal by Ordinal Spearman Correlation -.090 .073 -1.232 .219c N of Valid Cases 188 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * service performed at promised time Crosstab Count service performed at promised time very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 3 8 26 43 pay each time 0 7 32 41 Total 3 15 58 84 Crosstab Count service performed at promised time Total very satisfactory are you a member or do you pay each time member 17 97 pay each time 12 92 Total 29 189 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 4.468a 4 .346 Likelihood Ratio 5.629 4 .229 Linear-by-Linear Association .022 1 .883 N of Valid Cases 189 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 1.46. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.011 .073 -.146 .884c Ordinal by Ordinal Spearman Correlation -.038 .073 -.522 .602c N of Valid Cases 189 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * service carried out as promised first time Crosstab Count service carried out as promised first time very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 1 12 21 37 pay each time 0 8 28 48 Total 1 20 49 85 Crosstab Count service carried out as promised first time Total very satisfactory are you a member or do you pay each time member 23 94 pay each time 8 92 Total 31 186 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 11.461a 4 .022 Likelihood Ratio 12.173 4 .016 Linear-by-Linear Association .907 1 .341 N of Valid Cases 186 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .49. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.070 .073 -.952 .342c Ordinal by Ordinal Spearman Correlation -.092 .074 -1.250 .213c N of Valid Cases 186 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * prompt actions based on customer feedback Crosstab Count prompt actions based on customer feedback very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 2 9 47 30 pay each time 0 11 42 29 Total 2 20 89 59 Crosstab Count prompt actions based on customer feedback Total very satisfactory are you a member or do you pay each time member 5 93 pay each time 5 87 Total 10 180 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 2.300a 4 .681 Likelihood Ratio 3.071 4 .546 Linear-by-Linear Association .073 1 .788 N of Valid Cases 180 a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is .97. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .020 .074 .269 .789c Ordinal by Ordinal Spearman Correlation .010 .075 .138 .890c N of Valid Cases 180 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * dealing with customer complaints Crosstab Count dealing with customer complaints very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 2 7 51 29 pay each time 0 10 42 30 Total 2 17 93 59 Crosstab Count dealing with customer complaints Total very satisfactory are you a member or do you pay each time member 4 93 pay each time 5 87 Total 9 180 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 3.332a 4 .504 Likelihood Ratio 4.105 4 .392 Linear-by-Linear Association .334 1 .563 N of Valid Cases 180 a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is .97. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .043 .074 .577 .565c Ordinal by Ordinal Spearman Correlation .035 .075 .467 .641c N of Valid Cases 180 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * providing a reliable service that is promised Crosstab Count providing a reliable service that is promised very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 2 7 24 52 pay each time 1 5 24 48 Total 3 12 48 100 Crosstab Count providing a reliable service that is promised Total very satisfactory are you a member or do you pay each time member 12 97 pay each time 13 91 Total 25 188 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square .676a 4 .954 Likelihood Ratio .683 4 .953 Linear-by-Linear Association .293 1 .589 N of Valid Cases 188 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 1.45. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .040 .072 .540 .590c Ordinal by Ordinal Spearman Correlation .029 .073 .394 .694c N of Valid Cases 188 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * convenient hours of operation Crosstab Count convenient hours of operation very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 1 15 26 42 pay each time 3 12 22 45 Total 4 27 48 87 Crosstab Count convenient hours of operation Total very satisfactory are you a member or do you pay each time member 14 98 pay each time 10 92 Total 24 190 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 2.250a 4 .690 Likelihood Ratio 2.298 4 .681 Linear-by-Linear Association .046 1 .829 N of Valid Cases 190 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 1.94. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.016 .072 -.215 .830c Ordinal by Ordinal Spearman Correlation -.004 .073 -.060 .952c N of Valid Cases 190 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * informative, relevant and appealing documentation such as gym and class timetables and opening times Crosstab Count informative, relevant and appealing documentation such as gym and class timetables and opening times very dissatisfactory dissatisfactory neutral are you a member or do you pay each time member 4 17 25 pay each time 1 10 25 Total 5 27 50 Crosstab Count informative, relevant and appealing documentation such as gym and class timetables and opening times Total satisfactory very satisfactory are you a member or do you pay each time member 43 7 96 pay each time 47 9 92 Total 90 16 188 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 3.959a 4 .412 Likelihood Ratio 4.107 4 .392 Linear-by-Linear Association 3.184 1 .074 N of Valid Cases 188 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 2.45. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .130 .071 1.795 .074c Ordinal by Ordinal Spearman Correlation .116 .072 1.600 .111c N of Valid Cases 188 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * visually appealing facilities Crosstab Count visually appealing facilities very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 0 9 30 47 pay each time 1 7 21 48 Total 1 16 51 95 Crosstab Count visually appealing facilities Total very satisfactory are you a member or do you pay each time member 11 97 pay each time 14 91 Total 25 188 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 3.020a 4 .554 Likelihood Ratio 3.413 4 .491 Linear-by-Linear Association .941 1 .332 N of Valid Cases 188 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .48. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .071 .073 .970 .333c Ordinal by Ordinal Spearman Correlation .086 .073 1.175 .242c N of Valid Cases 188 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * smart , professionally appearing staff Crosstab Count smart , professionally appearing staff very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 0 10 35 46 pay each time 1 7 25 47 Total 1 17 60 93 Crosstab Count smart , professionally appearing staff Total very satisfactory are you a member or do you pay each time member 7 98 pay each time 12 92 Total 19 190 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 4.337a 4 .362 Likelihood Ratio 4.746 4 .314 Linear-by-Linear Association 1.939 1 .164 N of Valid Cases 190 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .48. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .101 .073 1.396 .164c Ordinal by Ordinal Spearman Correlation .113 .072 1.565 .119c N of Valid Cases 190 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * modern changing facilities Crosstab Count modern changing facilities very dissatisfactory dissatisfactory neutral satisfactory are you a member or do you pay each time member 1 5 32 49 pay each time 0 6 27 46 Total 1 11 59 95 Crosstab Count modern changing facilities Total very satisfactory are you a member or do you pay each time member 10 97 pay each time 12 91 Total 22 188 Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square 1.601a 4 .809 Likelihood Ratio 1.987 4 .738 Linear-by-Linear Association .318 1 .573 N of Valid Cases 188 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is .48. Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R .041 .073 .563 .574c Ordinal by Ordinal Spearman Correlation .039 .073 .528 .598c N of Valid Cases 188 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. are you a member or do you pay each time * How satisfactory modern sports/gym equipment Crosstab Count How satisfactory modern sports/gym equipment dissatisfactory neutral satisfactory very satisfactory are you a member or do you pay each time member 8 23 53 13 pay each time 8 24 50 10 Total 16 47 103 23 Crosstab Count Total are you a member or do you pay each time member 97 pay each time 92 Total 189 Symmetric Measures Value Asymp. Std. Errora Approx. Tb Approx. Sig. Interval by Interval Pearsons R -.037 .073 -.504 .615c Ordinal by Ordinal Spearman Correlation -.039 .073 -.534 .594c N of Valid Cases 189 a. Not assuming the null hypothesis. b. Using the asymptotic standard error assuming the null hypothesis. c. Based on normal approximation. Chi-Square Tests Value df Asymp. Sig. (2-sided) Pearson Chi-Square .368a 3 .947 Likelihood Ratio .369 3 .947 Linear-by-Linear Association .255 1 .614 N of Valid Cases 189 a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is 7.79. Read More