Contingency table for Factor 1: Management Efficiency

Attributes Highly Dissatisfied Neutral Satisfied Highly Total

Dissatisfied Satisfied
Delivery 0 7 74 132 37 250
Bill 1 7 40 134 68 250
payment
Queue mgt 4 23 71 81 71 250
Behavior 0 2 50 114 84 250
Q&Q 0 6 28 114 102 250
Total 5 45 263 575 362 1250

Hypothesis testing – Chi square Test

Null Ho : Management Efficiency factors does not effect satisfaction

Alternative Ha : Management Efficiency factors does effect satisfaction

Region for rejection and acceptance of Null hypotheses

 2cal   2 , (r  1)(c  1)
; Accept Ho
Otherwise ; Reject Ho
Here,  = .01

(fi – ei)^ 2
( fi – (fi – ei)^
fi Ei ei ) 2 ei
0 1 -1 1 1.000
7 9 -2 4 0.444
74 52.6 21.4 457.96 8.706
132 115 17 289 2.513
37 72.4 -35.4 1253.16 17.309
1 1 0 0 0.000
7 9 -2 4 0.444
40 52.6 -12.6 158.76 3.018
134 115 19 361 3.139
68 72.4 -4.4 19.36 0.267
4 1 3 9 9.000
23 9 14 196 21.778
 71 52.6 18.4 338.56 6.437
81 115 -34 1156 10.052
71 72.4 -1.4 1.96 0.027
0 1 -1 1 1.000
2 9 -7 49 5.444
50 52.6 -2.6 6.76 0.129
114 115 -1 1 0.009
84 72.4 11.6 134.56 1.859
0 1 -1 1 1.000
6 9 -3 9 1.000
28 52.6 -24.6 605.16 11.505
114 115 -1 1 0.009
102 72.4 29.6 876.16 12.102

Χ2cal     118.191

Now, χ2 at (5-1) (5-1) d.f. for α = .01 is 26.217

Since , χ2cal > χ2α,(r-1)(c-1) i.e. 118.191 > 26.217 , we accept alternative
hypothesis: Management Efficiency factors does effect satisfaction, and reject null
hypothesis.
Contingency table for Factor 2 : Value added services

Attributes Highly Dissatisfied Neutral Satisfied Highly Total

Dissatisfied Satisfied
C store 40 32 63 78 37 250
Air check 6 14 63 118 49 250
Total 46 46 126 196 86 500

Hypothesis testing – Chi square Test

Null Ho : Value added services does not effect satisfaction

Alternative Ha : Value added services does effect satisfaction

Region for rejection and acceptance of Null hypotheses

 2cal   2 , (r  1)(c  1) ; Accept Ho

Otherwise ; Reject Ho

Here, α = .01

(fi – ei)^ 2
( fi – (fi – ei)^
Fi Ei ei ) 2 Ei
40 23 17 289 12.565
32 23 9 81 3.522
63 63 0 0 0.000
78 98 -20 400 4.082
37 43 -6 36 0.837
6 23 -17 289 12.565
14 23 -9 81 3.522
63 63 0 0 0.000
118 98 20 400 4.082
49 43 6 36 0.837

Χ2cal     42.012
Now, χ2 at (2-1) (5-1) d.f. for α = .01 is 13.27

Since , χ2cal > χ2α,(r-1)(c-1) i.e. 42.012 > 13.27 , we accept alternative hypothesis:
Value added services does effect satisfaction, and reject null hypothesis.