Spss Project
Group 2
Christopher Meyers, Thomas Sumner, Victoria Lewis
MKTG 3880:911
SPSS Computer Project
6/20/2013
Introduction
Blue Marketing research is conducting an experiment with the patients of the Midwest University Medical Hospital. The goal of this experiment is to find out if the residents of Midwest University Medical Hospital are happy with their service, and to judge whether or not the current state of customer service is affecting the amount of residents that reside at the hospital. The experiment will consist of a survey questionnaire administered to a random assortment of patients within the hospital. The patients will be questioned about the overall quality of the hospital, the intention to return and see the same doctor, the intention to recommend friends and family, the intention to compliment management, the intention to complain about service, the intention to seek other health care services, and the intention to not use any provider. The respondents were asked to rate the likelihood of each future behavior based on a 1-7 scale, 1 being “would not”, 7 being “definitely would”. A summary of the data collected is show below. From this summary of data we are able to make recommendations for the hospital to improve quality and service.
Summary of Findings
Descriptive Data Question | Average score | overall quality (1=poor, 2=good, 3=fair, 4=excellent) | 1.3962 | | | | behavioral intentions (1 to 7, 1=definitely would not, 7=definitely would) | | RETURN | Intention to return to same doctor | 6.7389 | RTOFAM | Intention to recommend to family and friends | 6.4323 | CTOFAM | Intention to complain to family and friends | 1.4968 | CMNTCCIN | Intention to complain to management | 5.7532 | CPLAINC | Intention to complain to hospital management | 1.2839 | CPLAINL | Intention to complain to local medical society | 1.0892 | SEEKELSE | Intention to seek similar care elsewhere | 1.4395 | USENONE | Intention not to use any
Christopher Meyers, Thomas Sumner, Victoria Lewis
MKTG 3880:911
SPSS Computer Project
6/20/2013
Introduction
Blue Marketing research is conducting an experiment with the patients of the Midwest University Medical Hospital. The goal of this experiment is to find out if the residents of Midwest University Medical Hospital are happy with their service, and to judge whether or not the current state of customer service is affecting the amount of residents that reside at the hospital. The experiment will consist of a survey questionnaire administered to a random assortment of patients within the hospital. The patients will be questioned about the overall quality of the hospital, the intention to return and see the same doctor, the intention to recommend friends and family, the intention to compliment management, the intention to complain about service, the intention to seek other health care services, and the intention to not use any provider. The respondents were asked to rate the likelihood of each future behavior based on a 1-7 scale, 1 being “would not”, 7 being “definitely would”. A summary of the data collected is show below. From this summary of data we are able to make recommendations for the hospital to improve quality and service.
Summary of Findings
Descriptive Data Question | Average score | overall quality (1=poor, 2=good, 3=fair, 4=excellent) | 1.3962 | | | | behavioral intentions (1 to 7, 1=definitely would not, 7=definitely would) | | RETURN | Intention to return to same doctor | 6.7389 | RTOFAM | Intention to recommend to family and friends | 6.4323 | CTOFAM | Intention to complain to family and friends | 1.4968 | CMNTCCIN | Intention to complain to management | 5.7532 | CPLAINC | Intention to complain to hospital management | 1.2839 | CPLAINL | Intention to complain to local medical society | 1.0892 | SEEKELSE | Intention to seek similar care elsewhere | 1.4395 | USENONE | Intention not to use any