Running Head: M5: ASSIGNMNT 2

M5: Assignment 2: Application George Miller Argosy University Dr. Suhad Sadik April 14, 2013

M5: ASSIGNMNT 2 Data Spreadsheet

The data for the Miller Hotel chain customer satisfaction survey has been collected and inserted into Excel worksheet. The large amount of data could not be copied into a document without splitting the worksheet. Therefore the data was split into 2 separate sections and is included below (See Figure 1 and Figure 2). The ID variable is included in both sections so the data identified for each respondent in each section is easily identified. The variable names are shortened to accommodate Statistical Product and Service Solution (SPSS) software that will be used for data analysis. SPSS is a powerful analytical tool that is able to conduct data analysis in natural science, social science and the business world (George & Mallery, 2010). Below is a list of the variables utilized in SPSS and a description associated with each. ID: number associated with each respondents survey AGE: the age of the respondent GENDER: Gender of respondent 1=male, 2=female STATUS: Marital status of respondent 1=single, 2=married ANNINC: the annual income of the respondent IMCIP: Importance of check in process to respondent 1=very, 2=somewhat, 3=neutral, 4=a little, 5=not at all IMCOP: Importance of check out process to respondent 1=very, 2=somewhat, 3=neutral, 4=a little, 5=not at all IMTIME: Importance of front desk timeliness to respondent 1=very, 2=somewhat, 3=neutral, 4=a little, 5=not at all

M5: ASSIGNMNT 2 IMACC: Importance of front desk accuracy to respondent 1=very, 2=somewhat, 3=neutral, 4=a little, 5=not at all

IMHELP: Importance of front desk helpfulness to respondent 1=very, 2=somewhat, 3=neutral, 4=a little, 5=not at all

IMCOUR: Importance of front desk courtesy to respondent 1=very, 2=somewhat, 3=neutral, 4=a little, 5=not at all

IMAVAIL: Importance of front desk availability to respondent 1=very, 2=somewhat, 3=neutral, 4=a little, 5=not at all

PURPOSE: the purpose for respondents travel 1=business, 2=leisure TRAVDIS: the distance traveled 1=within home state, 2=from a neighboring state, 3=across multi states, 4=from another country

NIGHTS: the number of nights the respondent stayed GUESTS: the number of guests that were in respondents party CHILD: did respondent have children in their party RATCIP: Rating of respondent for check in process of last stay 1=excellent, 2=very good, 3=good, 4=fair, 5=poor

RATCOP: Rating of respondent for check out process of last stay 1=excellent, 2=very good, 3=good, 4=fair, 5=poor

RATTIME: Rating of respondent for front desk timeliness of last stay 1=excellent, 2=very good, 3=good, 4=fair, 5=poor

RATACC: Rating of respondent for front desk accuracy of last stay 1=excellent, 2=very good, 3=good, 4=fair, 5=poor

M5: ASSIGNMNT 2

RATHELP: Rating of respondent for front desk helpfulness of last stay 1=excellent, 2=very good, 3=good, 4=fair, 5=poor

RATCOUR: Rating of respondent for front desk courtesy of last stay 1=excellent, 2=very good, 3=good, 4=fair, 5=poor

RATAVAIL: Rating of respondent for front desk availability of last stay 1=excellent, 2=very good, 3=good, 4=fair, 5=poor

RATSTAY: Rating of respondent of their last stay 1-10 where 1 is the lowest and 10 is the highest

AGAIN: Would the respondent stay again based on front desk hospitality services 1=yes, 2=no

RELFD: If the respondent would not stay again was it related to front desk hospitality services 1=yes, 2=no, 3=no answer

COMMENT: The respondent was allowed make additional comments 1=negative, 2=positive, 3=neutral. 4=none

M5: ASSIGNMNT 2
Figure 1

P UR P O S E

IMAVAIL

ANNINC

T R AVD IS 3 3 1 2 3 3 3 2 3 2 1 3 3 3 1 3 2 2 4 3 3 1 3 2 3 2 3 3 1 3 2 3 2 3 2 3 3 1 1 3

IMC O UR

GE ND E R

IMT IME

S T AT US

1 2 3 4 5 6 7 8 9 1 0 1 1 1 2 1 3 1 4 1 5 1 6 1 7 1 8 1 9 2 0 2 1 2 2 2 3 2 4 2 5 2 6 2 7 2 8 2 9 3 0 3 1 3 2 3 3 3 4 3 5 3 6 3 7 3 8 3 9 4 0

2 5 4 5 6 2 3 2 2 7 4 2 4 9 7 0 3 3 3 4 6 6 3 8 4 7 5 2 5 0 3 6 5 5 2 5 3 5 4 2 4 4 7 2 2 9 4 7 4 6 2 9 4 1 5 2 2 3 4 8 6 9 4 0 3 9 3 6 3 2 5 6 4 5 2 8 7 5 5 2

1 1 1 2 2 1 2 1 1 2 2 1 2 1 1 1 2 1 1 2 1 2 1 1 1 1 2 1 2 1 1 2 1 1 2 1 1 1 2 1

1 2 2 2 1 2 2 2 2 2 1 2 2 2 2 1 1 1 2 2 2 2 1 2 2 1 2 2 1 2 2 1 1 2 2 2 2 1 1 2

3 3 ,0 0 0 7 5 ,0 0 0 4 2 ,0 0 0 5 5 ,0 0 0 2 7 ,0 0 0 8 6 ,0 0 0 6 6 ,0 0 0 4 5 ,0 0 0 4 9 ,0 0 0 8 5 ,0 0 0 4 5 ,0 0 0 9 5 ,0 0 0 8 5 ,0 0 0 7 9 ,0 0 0 5 5 ,0 0 0 4 9 ,0 0 0 8 9 ,0 0 0 3 3 ,0 0 0 9 5 ,0 0 0 3 4 ,0 0 0 9 5 ,0 0 0 7 9 ,0 0 0 6 5 ,0 0 0 1 0 1 ,0 0 0 5 5 ,0 0 0 5 2 ,0 0 0 5 9 ,0 0 0 7 9 ,0 0 0 3 2 ,0 0 0 5 9 ,0 0 0 6 8 ,0 0 0 5 6 ,0 0 0 2 9 ,0 0 0 8 9 ,0 0 0 6 9 ,0 0 0 1 1 0 ,0 0 0 9 9 ,0 0 0 2 9 ,0 0 0 5 7 ,0 0 0 7 8 ,0 0 0

1 1 2 2 3 2 1 2 1 1 3 1 1 1 2 2 1 3 1 3 2 1 1 1 2 1 1 1 1 2 1 2 2 1 1 1 3 2 2 2

2 3 2 2 3 3 1 2 3 1 3 4 2 4 2 2 1 3 3 3 2 1 5 4 3 3 2 4 1 3 2 3 3 1 1 1 3 2 2 3

3 1 2 2 2 2 1 2 4 1 4 1 2 1 2 2 1 3 3 3 2 1 3 1 2 1 2 1 1 3 2 2 2 1 1 1 3 2 2 2

1 3 1 1 2 2 1 1 1 1 1 2 1 1 2 2 1 3 1 1 2 1 2 2 2 2 1 1 1 2 1 1 1 1 1 1 2 1 1 1

2 2 2 1 3 2 1 1 3 3 2 4 2 3 2 2 3 3 2 1 4 1 4 4 2 3 2 4 1 2 2 2 3 1 1 3 1 2 1 3

2 2 2 1 3 2 1 1 4 4 4 4 2 3 2 2 3 3 2 1 4 1 4 4 2 3 1 4 1 3 2 2 3 1 1 3 1 3 1 3

2 2 2 2 3 2 1 1 3 2 3 4 2 3 2 2 3 3 1 2 4 1 4 4 2 3 2 2 1 2 2 2 3 1 1 3 1 2 1 3

2 1 2 2 2 1 2 2 2 1 2 1 2 2 2 1 1 2 2 1 2 1 1 2 2 2 1 2 2 1 2 1 2 2 2 1 2 2 2 1

NIGH T S 3 5 2 5 2 2 2 3 4 5 1 5 4 4 2 1 4 2 3 4 5 2 3 2 4 3 3 3 2 4 2 1 2 3 2 5 2 1 2 1

IMH E L P

IMC O P

IMAC C

IMC IP

AGE

ID

M5: ASSIGNMNT 2
Figure 2

1 2 3 4 5 6 7 8 9 1 0 1 1 1 2 1 3 1 4 1 5 1 6 1 7 1 8 1 9 2 0 2 1 2 2 2 3 2 4 2 5 2 6 2 7 2 8 2 9 3 0 3 1 3 2 3 3 3 4 3 5 3 6 3 7 3 8 3 9 4 0

1 1 2 1 2 4 4 2 4 1 1 1 2 2 4 1 1 1 3 1 1 4 1 4 1 1 1 2 3 1 4 1 2 4 4 1 1 2 1 1

2 2 2 2 1 1 1 2 2 2 2 2 2 2 1 2 2 2 1 2 2 1 2 1 2 2 2 2 2 2 2 2 1 1 1 2 2 2 2 2

1 4 1 1 2 1 4 3 2 2 2 3 3 1 4 3 1 3 2 1 3 2 3 5 1 2 1 1 1 2 1 2 3 1 5 2 1 1 2 1

1 2 1 1 2 1 2 1 2 2 2 2 2 1 2 3 1 3 3 1 3 1 3 2 1 2 1 1 1 2 1 1 3 1 2 2 2 1 2 1

2 2 1 1 2 1 4 3 2 2 2 4 3 1 2 3 1 3 2 1 3 3 3 3 1 2 1 3 1 2 1 2 3 1 4 2 1 1 2 1

2 4 1 2 2 1 1 1 2 4 1 1 2 1 4 3 1 3 2 1 2 1 4 5 1 2 1 1 1 2 1 1 2 1 4 2 2 1 2 1

1 2 1 2 4 1 4 1 2 2 1 2 3 1 2 3 1 3 2 1 3 2 3 4 1 2 3 3 1 2 1 2 3 3 4 2 2 1 2 1

1 2 1 1 4 1 4 1 2 2 1 2 3 1 2 3 1 3 2 1 3 2 3 3 1 2 3 2 1 2 1 2 3 4 4 2 1 1 2 1

1 2 1 2 2 1 2 1 2 2 2 2 3 1 2 3 1 3 3 1 2 2 3 2 1 2 2 2 1 2 1 2 3 3 3 2 1 1 2 1

9 6 1 0 8 5 9 4 8 2 8 8 7 7 1 0 6 9 1 0 9 8 9 7 8 5 3 9 9 7 8 1 0 9 1 0 9 7 7 3 4 9 1 0 9 1 0

1 1 1 1 2 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 2 2 1 1 1 1

3 3 3 3 2 3 1 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 1 3 3 3 3 3 3 3 3 3 3 1 2 3 3 3 3

C O MME NT 4 1 3 3 1 4 1 2 4 2 4 4 3 2 2 4 4 4 3 4 3 4 1 1 4 4 3 4 2 4 2 4 3 4 1 1 4 4 4 2

R AT T IME

R AT S T AY

R AT H E L P

R AT C O U

R AT AVA

R AT C O P

R AT AC C

GUE S T S

R AT C IP

AGAIN

C H IL D

R E L

F D

ID

M5: ASSIGNMNT 2 Variable Analysis

Some questions can be structured, clearly indicate the dimensions along which the respondent is supposed to answer by listing alternative answers a respondent may choose from or unstructured which allows the respondent to answers as they please (Alreck & Settle, 2004). Allowing the respondent to decipher what line of answering is called for can produce different answers that ultimately could lead to data that is not comparable from one group to the next. Below are several variables from the Miller Hotel Chain survey in Figure 1 and Figure 2 that are unstructured. The level of the variable is listed, a range of scores is provided for each and a group of structured answers based on the range. Variable AGE o Level: Ordinal o Range: 18-99 o Groups: Below 35 years old 35 to 55 years old Above 55 years old

Variable NIGHTS o Level: Ordinal o Range: 1-7 o Groups: 1-2 nights 3-4 nights

M5: ASSIGNMNT 2 5-7 nights

Variable ANNINC o Level: Ordinal o Range: $25,000 to $150,000 o Groups: Low (Below $44,000) Middle ($44,000 to $69,000) High (Above $70,000)

M5: ASSIGNMNT 2 References Alreck, P. L. & Settle, R. B. (2004). The survey research handbook (3rd Ed.). New York, NY: McGraw-Hill/Irwin.

George, D. & Mallery, P. (2010). SPSS for Windows Step by step: A simple guide and reference: 17.0 update (10th Ed.). Boston, MA: Allyn & Bacon as Pearson Education Publishing.