Answer 1:

resons for delay Cumulative Percent 47.8 100.0

Frequency Valid bad weather computer bug Total 77 84 161

Percent 47.8 52.2 100.0

Valid Percent 47.8 52.2 100.0

wait duration in hours announced Cumulative Percent 31.7 65.8 100.0

Valid

1.00 2.00 4.00 Total

Frequency 51 55 55 161

Percent 31.7 34.2 34.2 100.0

Valid Percent 31.7 34.2 34.2 100.0

time in hours actually waited Cumulative Percent 6.8 29.8 67.7 88.2 100.0

Valid

.50 1.00 2.00 4.00 8.00 Total

Frequency 11 37 61 33 19 161

Percent 6.8 23.0 37.9 20.5 11.8 100.0

Valid Percent 6.8 23.0 37.9 20.5 11.8 100.0

Answer 2:
Descriptive Statistics N feelings about airline service feelings about airline service feelings about airline service feelings about airline service Valid N (listwise) 161 161 161 161 161 Minimum 1 1 1 1 Maximum 6 7 7 7 Mean 4.47 4.63 4.64 4.45 Std. Deviation 1.484 1.279 1.212 1.299

Answer 3:
Case Processing Summary Cases Valid N resons for delay * feelings about airline service 161 Percent 100.0% N 0 Missing Percent .0% N 161 Total Percent 100.0%

resons for delay * feelings about airline service Crosstabulation feelings about airline service dissatisfied resons for delay bad weather Expected Count Std. Residual computer bug Expected Count Std. Residual Total Expected Count 2.4 -.9 2.6 .9 5.0 2 6.7 -.7 7.3 .6 14.0 3 11.5 1.3 12.5 -1.3 24.0 4 16.7 -.9 18.3 .9 35.0 5 11.0 .6 12.0 -.6 23.0 6 28.7 .1 31.3 -.1 60.0 161.0 84.0 Total 77.0

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 8.093
a

df 5 5 1

sided) .151 .140 .548

8.300 .361 161

a. 2 cells (16.7%) have expected count less than 5. The minimum expected count is 2.39.

Symmetric Measures Value Nominal by Nominal Phi Cramer's V Contingency Coefficient N of Valid Cases .224 .224 .219 161 Approx. Sig. .151 .151 .151

The hypothesis being tested: H1: Resons for delay and feelings about airline service are independent The Phi value is 0.224 and the Cramers V value is 0.224. Since the Sig. associated with the Pearson Chi-Square is 0.151 >0.05, H1 is not rejected. To conclude, there is no difference in feelings about airline service between different reasons for delay.

Answer 4:
Component Matrix
a

Compone nt 1 feelings about airline service feelings about airline service feelings about airline service feelings about airline service .912 .893 .782 .930

Extraction Method: Principal Component Analysis. a. 1 components extracted.

Yes. We can combine the four variables into a single variable/factor, named service. All statistical information can be retained by the new factor, because we can use different values in the new factor to represent the information from the original 4 variables.

Answer 5:

Reliability Statistics Cronbach's Alpha .897 N of Items 4

The value of the Cronbachs alpha is 0.897 > 0.7, so the answers given by the respondents are consistent and acceptable.

Answer 6:
Descriptive Statistics N Airfeel Valid N (listwise) 161 161 Mean 4.5466

The mean value of airfeel is 4.5466. Answer 7:

Component Matrix
a

Compone nt 1 feelings about the delay feelings about the delay feelings about the delay Extraction Method: Principal Component Analysis. a. 1 components extracted. .943 .951 .956

Yes, we can combine the three variables representing the feelings about the airlines services (q31, q32 and q33) into a single variable/factor. All statistical information, e.g mean, standard deviation, etc, can be retained by the new factor, because we can use different values in the new factor to represent the information from the original 3 variables.
Descriptive Statistics N Statistic serfeel Valid N (listwise) 161 161 Range Statistic 5.67 Minimum Statistic 1.00 Maximum Statistic 6.67 Mean Statistic 4.1843 Std. Error .11451 Std. Deviation Statistic 1.45292 Variance Statistic 2.111

Answer 8:

Model Summary Model R

d

Adjusted R R Square
a

Std. Error of the Estimate

Square .127

.364

.133

1.35725

a. Predictors: (Constant), airfeel b. Dependent Variable: serfeel

ANOVA Model 1 Regression Residual Total a. Predictors: (Constant), airfeel b. Dependent Variable: serfeel Sum of Squares 44.857 292.899 337.756 df

Mean Square 1 159 160 44.857 1.842

F 24.351

Sig. .000
a

Coefficients Model Unstandardized Coefficients B 1 (Constant) airfeel a. Dependent Variable: serfeel 2.100 .458 Std. Error .436 .093

Standardized Coefficients Beta t 4.821 .364 4.935 Sig. .000 .000

Residuals Statistics Minimum Predicted Value Residual Std. Predicted Value Std. Residual 2.5587 -3.73584 -3.070 -2.753 Maximum 5.0796 2.41002 1.691 1.776

Mean 4.1843 .00000 .000 .000

Std. Deviation .52949 1.35300 1.000 .997

N 161 161 161 161

a. Dependent Variable: serfeel

As we can see the sig value in the Anova table is 0.000, we reject the hypothesis H: = 0, so airfeel has effect on serfeel. From the coefficients table above, we can write down the regression equation from using the numbers in the B column:

serfeel = 2.1 + 0.458*airfeel As the beta value is positive, the 2 variables are in positive relationship, so the higher the airfeel value, the higher the serfeel value will be resulted, i.e. the higher satisfaction the respondents have about the airline, the higher satisfaction they have about the services.

Answer 9:

waitgp Cumulative Frequency Valid 1.00 2.00 3.00 Total 57 55 49 161 Percent 35.4 34.2 30.4 100.0 Valid Percent 35.4 34.2 30.4 100.0 Percent 35.4 69.6 100.0

Answer 10:
Levene's Test of Equality of Error Variances Dependent Variable:serfeel F 8.406 df1 5 df2 155 Sig. .000
a

Tests the null hypothesis that the error variance of the dependent variable is equal across groups. a. Design: Intercept + waitgp + reason + waitgp * reason

As the sig. value of Levenes test = 0.000 < 0.05, the null hypothesis is rejected, so the variance between 2 groups are different.

Tests of Between-Subjects Effects Dependent Variable:serfeel Source Type III Sum of Squares Corrected Model Intercept waitgp reason waitgp * reason Error Total Corrected Total 73.824
a

df 5 1 2 1 2 155 161 160

Mean Square 14.765 2761.137 21.831 31.052 2.319 1.703

F 8.671 1621.543 12.821 18.236 1.362

Sig. .000 .000 .000 .000 .259

2761.137 43.663 31.052 4.639 263.931 3156.556 337.756

a. R Squared = .219 (Adjusted R Squared = .193)

1. waitgp Dependent Variable:serfeel

waitgp Mean
d

95% Confidence Interval Std. Error .174 .176 .191 Lower Bound 3.130 4.268 4.137 Upper Bound 3.818 4.964 4.893

1.00 2.00 3.00

3.474 4.616 4.515

2. resons for delay Dependent Variable:serfeel resons for delay Mean

dime

95% Confidence Interval Std. Error .152 .143 Lower Bound 4.347 3.474 Upper Bound 4.948 4.038

bad weather computer bug

4.647 3.756

nsio

n1

3. waitgp * resons for delay Dependent Variable:serfeel waitgp resons for delay Mean 1.00
dimens d ion2 i

95% Confidence Interval Std. Error .231 .261 .256 Lower Bound 3.638 2.338 4.623 Upper Bound 4.549 3.369 5.634

bad weather computer bug bad weather

4.094 2.853 5.128

2.00

dimens

ion2

computer bug bad weather computer bug

4.103 4.719 4.311

.242 .299 .238

3.625 4.128 3.840

4.582 5.311 4.782

3.00

i dimens

o ion2

Multiple Comparisons serfeel Tukey HSD (I) waitgp (J) waitgp Mean Difference (I-J) 1.00
dimension3

95% Confidence Interval Std. Error

* *

Sig. .000 .001 .000 .889 .001 .889

Lower Bound -1.6218 -1.5213 .4545 -.4881 .3181 -.7251

Upper Bound -.4545 -.3181 1.6218 .7251 1.5213 .4881

2.00 3.00

-1.0382

.24664 .25421 .24664 .25634 .25421 .25634

-.9197 1.0382

2.00
dimension2 dimension3

1.00 3.00

.1185 .9197
*

3.00
dimension3

1.00 2.00

-.1185

Based on observed means. The error term is Mean Square(Error) = 1.703. *. The mean difference is significant at the .05 level.

serfeel Tukey HSD waitgp N 1

a,b,c

Subset 2

1.00 3.00 2.00 Sig.

57 49 55

3.5497 4.4694 4.5879 1.000 .886

Means for groups in homogeneous subsets are displayed. Based on observed means. The error term is Mean Square(Error) = 1.703. a. Uses Harmonic Mean Sample Size = 53.444. b. The group sizes are unequal. The harmonic mean of the group sizes is used. Type I error levels are not guaranteed. c. Alpha = .05.

H0: Interaction effect = 0 H1: Interaction effect 0 As the sig value = 0.259 > 0.05, we do not reject H0, i.e. the interaction effect is not significant. Main effect due to reasons for delay: H0: serfeelbad weather = serfeelcomputer bug H1: serfeelbad weather serfeelcomputer bug As the p-value = 0.000 < 0.05, we reject H0, i.e. main effect due to reasons of delay is significant.

Main effect due to waitgp: H0: serfeel1 = serfeel2 = serfeel3 H1: serfeel1 serfeel2 serfeel3 As the p-value = 0.000 < 0.05, we reject H0, i.e. main effect due to waitgp is significant.