ANOVA test and cross tabulation analysis

Table of Content
Introduction ................................................................................................................................ 2
Data description ......................................................................................................................... 2
Statistical analysis ...................................................................................................................... 3
Customer satisfaction ............................................................................................................. 3
Additional service .................................................................................................................. 3
Customer opinion ............................................................................................................... 3
Additional fee..................................................................................................................... 3
Calculation ................................................................................................................................. 3
References .................................................................................................................................. 4

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Introduction
Statistical inference is mainly used in purpose of taking a random sample among one
population and using observed information through this sample to make inference in regards
of particular population characteristics including means, standard deviations as well as the
proportions of each unit in one population, which has certain characteristics (Welsh, 2011).
According to Lohr (2009), sampling is useful in consideration of money, times and efforts.
Moreover, a sample possibly provides as much needed observation as corresponding studies,
which is to attempt of investigation throughout an entire population carefully collected. In
general, selected data might provide better information comparing to those less carefully
study that aim to look at everything.
In this study, the statics analysis is provided in consideration of potential problems of
caretaking, concierge and cleaning services as well as options to improve the quality of
caretaking services.

Data description
This survey was structured, which was used for carrying out 400 telephone interviews.
Contact details of potential informants were provided by the local authority carrying with
residents of seven different estates. The survey assessed the levels of satisfaction felt by
residents with concierge/care taking services, cleaning and refuse disposal. The questionnaire
was designed and 266 people confirmed that they has been used caretaking services for their
real estate, the respondent’s profile is shown in Table 1.
Table 1 Respondent’s profile
Frequency

Account for (%)

Female

183

68.80

Male

80

30.08

Not specific

3

1.13

Total

266

100

Table 2 Descriptive analysis
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Maintenance

Cleaning of

Removal of

Cleaning of

of communal

rubbish chute

Removal of

litter

bin areas

lighting

areas

bulk rubbish

Mean

1.759

1.503759398

1.353383459

2.357142857

1.334586466

Standard Error

0.060

0.043026423

0.034269209

0.053408629

0.037137963

Median

1

1

1

3

1

Mode

1

1

1

3

1

Deviation

0.972453625

0.701739727

0.558913889

0.871068371

0.605701852

Sample Variance

0.945666052

0.492438644

0.312384735

0.758760108

0.366874734

Kurtosis

-1.764741217

-0.245644756

0.775182917

-1.249813331

1.51465378

Skewness

0.498582629

1.042826866

1.317505089

-0.762532181

1.633157101

Range

2

2

2

2

2

Minimum

1

1

1

1

1

Maximum

3

3

3

3

3

Sum

468

400

360

627

355

Count

266

266

266

266

266

Largest(1)

3

3

3

3

3

Smallest(1)

1

1

1

1

1

0.117398931

0.084717144

0.067474573

0.105159252

0.073123024

Standard

Confidence
Level(95.0%)

Statistical analysis
Customer satisfaction
Additional service
Customer opinion
Additional fee

Calculation
In this study, several analyses including descriptive analysis, ANOVA test and cross
tabulation analysis are performed. To sum up, the following conclusion is drawn:
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Customers are quite satisfied with caretaking services of removal of litter, cleaning
of bin areas, maintaining of communal lighting and removal of bulk rubbish;
however, there are various complain on the cleaning of rubbish chute areas, mostly
focusing on bin cleaning and caretaker habit.

Most people asked agree on hiring specialist contractors and internal communal
areas; however, they are not sure on the issue that caretakers’ responsibility to
remove bulk rubbish.

Most respondents are not willing to pay extra fee for both specialist service and
cleaning internal area; however, in case, payment is required, less than £1.00 is
acceptable.

References

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VU Thuy Dung (Ms.)
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