For some time now, airlines have been reducing their services, such as food and snacks, at an

additional price for some of them, such as carrying overweight baggage, last cabin flight changes.
However, they are still very concerned about the service they offer. Recently a Marketing
Research, Inc. group, to survey their passengers about ticketing, boarding, pilot communication,
etc., asked 25 questions with a variety of possible answers: excellent, bu excellent is rated 4, good
3, fair 2 and poor 1. They asked 25 questions with various possible answers: excellent, bu excellent
has a rating of 4, good 3, fair 2 and poor 1. These responses added up to an indication of
satisfaction with the flight. The higher the rating, the higher the level of satisfaction was 100.
Brunner randomly selected and studied passengers from the four airlines. Below are the average
satisfaction levels for the four airlines? Use the significance level

Tame Lan Avianca AeroGal

94 75 70 68
90 68 73 70
85 77 76 72
80 83 78 65
88 80 74
68 65
65
Step 1 H0: µ1 = µ2 = µ2 = µ3 = µ4
H1: Not all ratings are

Step 2 α= 1%

Step 3 gl(numerator) gl(denominator) F(tables) 5.09

Treatment variance 890.68 Table ANOVA Sum of squares Grades d

Source of variation
Treatment 890.68
Error 594.41
Total 1485.09

Step 4
Overall average 75.6363636
s2-% >(Xi-X,)2
-Tmg —
Total variance 1485.09 Random variance (error)
Tame Lan Avianca AeroGal Tame Lan
337.22314 0.40495868 31.768595 58.3140496 45.5625 10.24
206.31405 58.3140496 6.95041322 31.768595 7.5625 104.04
87.677686 1.85950413 0.1322314 13.2231405 5.0625 1.44
19.0413223 54.2231405 5.58677686 113.132231 52.5625 23.04
152.859504 19.0413223 2.67768595 96.04
58.3140496 113.132231
113.132231
Xi 87.25 78.2

Source of Sum of Degrees of N

variation squares freedom CUc
 Treatments SST K-1 SST/(I
Error SSE n-k SSE/(i

Acceptance zone Zone of

of HO HO rejection
Brunner has been contracted by four airlines to
provide in-flight service, baggage handling,
regular or poor service. A response of , so the
final rating was a n with the service. The highest
possible rating shows the information. Is there
any difference greater than 0.01.

average values are equal

k= 43 (k-1)
n= 22 18 (n - k)

Avianca AeroGal
8.16326531 1
0.02040816 1
9.87755102 9
26.4489796 16
51.0204082 25
23.5918367 16
61.7346939
72.8571429 69
594.41
and freedom Root mean square F

3 296.894588744589 8.99
18 33.022619047619

Mledia

adratica F

K-1)=MST MST/MSE
n-K)=MSE