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If a pilot test revealed 45% perceived poor service quality, and we decide the interval range is + 10 percent with a 95% confidence level, what is the calculated sample size to confirm or not the findings from the pilot test previously applied to firm's customers? 1.2. If we have no pilot test to generate the variance estimate, what would be the sample size to be calculated in this case?
Priorities for Improving Customer Satisfaction - Operation Strategy The graphical presentation in this figure (adapted from Johnston, 1997) shows clearly the opportunities for
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