Department Store Survey

1
Department Store Survey

• Marketing 346
• Professor Bruce Lammers
• Team 84
• Brittany Spears
• Paris Hilton
• Ryan Seacrest
• March 15 2004

2
Initial Survey

• Purpose
• Department
• Stores
• 10 Likert Questions
• Global Satisfaction
• Question
• Would Recommend
• Question
• Demographic Questions

3
Simple Descriptives Graph of Ten Likert Means
4
Primary Initial Factor Analysis Results

• Three significant factors (Eigen values 1)
• Factor Eigen Value Variance()
• Factor 1 3.007 30.07
• Factor 2 1.676 16.76
• Factor 3 1.181 11.81
• All three factors account for 58.64 of the
  variance in the ten Likert items

5
Primary Initial Factor Analysis Results

• Factor Loading
• Factor 1 Items Shopping Experience
• I usually have a positive experience while
  shopping at this store.
• This store has a disorganized layout.
• I prefer to purchase from this store because of
  its quality.
• The store has poor customer service.
• I always find what I am looking for at the store.
• Returning products at this store is inconvenient.

• Factor 2 Items Influence of Price and Income
• The atmosphere of this store is pretentious.
• I shop at this department store more than twice a
  month.
• This store is too expensive

• Factor 3 Items Sales Offers
• I shop at this store because of its sales offers.

6
Primary Reliability Analysis Results

• Factor 1 Shopping Experience
• Coefficient Alpha 0.759
• This store has a disorganized layout. R
• I prefer to purchase from this store because of
  its quality.
• The store has poor customer service. R
• I always find what I am looking for at the store.
• Returning products at this store is inconvenient.
  R
• I usually have a positive experience while
  shopping at this store

• UNRELIABLE ITEMS
• Factor 2 Influence of Price and Income
  Coefficient Alpha 0.515
• After Revision 0.584
• The atmosphere of this store is pretentious.
• I shop at this department store more than twice a
  month.
• This store is too expensive.
• Factor 3 items Sales Offers
• Coefficient Alpha None!
• I shop at this store because of its sales offers.

RELIABLE ITEMS
7
Reliability Analysis Results

• Factor 1 Statistics
• Final Coefficient Alpha 0.759
• Attitude Dimension
• Measures Shopping Experience
• Likert Summated Ratings Score 4.53
• - average response to the reliable Likert items
  only
• total score

8
Mean Overall Satisfaction
How would you rate overall the department store
youve selected?
9
Satisfaction Index Score
Based on Reliable Likerts
10
NPS Index
Would you recommend this department store to a
friend?
11
Final Reliable Survey
Reliable Likerts
12

• Thanks