Customers who are dissatisfied with service

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Reference no: EM132089313

You are asked by the owner of a local hotel chain to develop a customer satisfaction survey to determine the percentage of customers who are dissatisfied with service. In the past year, 20,000 customers were serviced. The owner desires a 95 percent level of confidence with an allowable statistical error of ±0.01. From past estimates, she believes that about 3.5 percent of customers have expressed dissatisfaction. What sample size should you use for this survey? Explain your answer. After the calculation, provide a brief explanation of which of the five key dimensions of service quality -- reliability, assurance, tangibles, empathy, or responsiveness -- should be emphasized in the satisfaction survey. Why?

Reference no: EM132089313

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