mkt318hw5am

mkt318hw5am - of the other attributes that are important to...

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Arielle McElhinney Mkt 318 Homework #5 Pizza Pronto 1. The most important factor for overall customer satisfaction for Pizza Pronto is speed of service. Each of the five key attributes of Pizza Pronto’s customer satisfaction are significant having a P value less than .05, but certain factors have much more importance in their decision. Speed of service (.57) is most important, followed by overall quality of food as a close second(.48) , getting good value for their money (.28), friendliness of employees(.27), and lastly variety of menu items(.13). 2. For the home delivery segment, the service features critical for customer satisfaction are overall quality of food, getting good value for their money, as well as speed of service. These three attributes have a P value of less than .05, while the other two (friendliness of employees and menu variety) are not significant in customers decision. Speed of service is two times more important to customers (.72) than either
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Unformatted text preview: of the other attributes that are important to them, which makes sense for this segment because it is for home delivery which customers want to be as fast as possible. 3. In-store eating and home-delivery customers do not have the exact same understanding of what key elements contribute to high quality service. In-store eating customers believe that all five of the attributes pertain to high quality service, while home-delivery only view three of the five attributes as important to evaluating high quality service. You can see this by comparing P values. In-store customers also look first at the overall quality of the food (.63) to judge high quality service, while home-delivery customers first look at speed of delivery(.72). One similarity is that friendliness of employees and variety of menu items are both the lowest ranked for in-store eating and home-delivery customers....
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This note was uploaded on 04/08/2011 for the course MKT 350 taught by Professor Hannah during the Spring '11 term at Suffolk.

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mkt318hw5am - of the other attributes that are important to...

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