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Will improving customer service result in higher stock prices for the companies providing the better service? “When a company’s satisfaction score has improved over the prior year’s results and is above the national average (currently 75.7), studies show its shares have a good chance of outperforming the broad stock market in the long run” (Business- Week, March 2, 2009). The following satisfaction scores of three companies for the 4th quarters of 2007 and 2008 were obtained from the American Customer Satisfaction Index. Assume that the scores are based on a poll of 60 customers from each company. Because the polling has been done for several years, the standard deviation can be assumed to equal 6 points in each case.

Company2007 Score2008 ScoreRite Aid7376Expedia7577J.C. Penney7778\begin{matrix} \text{Company} & \text{2007 Score} & \text{2008 Score}\\ \text{Rite Aid} & \text{73} & \text{76}\\ \text{Expedia} & \text{75} & \text{77}\\ \text{J.C. Penney} & \text{77} & \text{78}\\ \end{matrix}

a. For Rite Aid, is the increase in the satisfaction score from 2007 to 2008 statistically significant? Use α\alpha= .05. What can you conclude? b. Can you conclude that the 2008 score for Rite Aid is above the national average of 75.7? Use α\alpha= .05. c. For Expedia, is the increase from 2007 to 2008 statistically significant? Use α\alpha= .05. d. When conducting a hypothesis test with the values given for the standard deviation, sample size, and α, how large must the increase from 2007 to 2008 be for it to be statistically significant? e. Use the result of part (d) to state whether the increase for J.C. Penney from 2007 to 2008 is statistically significant.

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We have given the research about how improving customer service affects stock prices for companies, whether stock prices rise or not. The research was done for three companies, Rite Aid, Expedia, and J.C. Penney.

This task's objective is to determine whether Rite Aid's increase in satisfaction from Year 11 to Year 22 is statistically significant, based on the following data:

  • the sample size of Rite Aid of n=60n=60,
  • the population mean score at Year 11 of xˉ1=73\bar x_1=73,
  • the population mean score at Year 22 of xˉ2=76\bar x_2=76,
  • the standard deviation of Year 11 of σ1=6\sigma_1=6,
  • the standard deviation of Year 22 of σ2=6\sigma_2=6,
  • the level of significance of α=0.05\alpha=0.05.

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