Quadrant analysis
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Quadrant Analysis. Table 1. Average Importance and Performance Ratings on Satisfaction Atrributes. Mean. Rating. Importance. Variable. Label. OVERALL. Overall satisfaction with Company. 4.04. 4.22. VALUE. Value received for price. 3.74. 4.13. RELIABLE. Product reliability. 4.22.

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Quadrant Analysis

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Quadrant analysis

Quadrant Analysis


Quadrant analysis

Table 1. Average Importance and Performance Ratings on Satisfaction Atrributes

Mean

Rating

Importance

Variable

Label

OVERALL

Overall satisfaction with Company

4.04

4.22

VALUE

Value received for price

3.74

4.13

RELIABLE

Product reliability

4.22

4.64

CAPABLE

Product capability

4.07

4.49

RESOURCE

Use of system resources

3.66

4.29

EASE

Product ease of use

3.51

4.28

INSTALL

Product installation

3.61

3.83

TS_FES

Tech support - Field SEs

3.74

3.85

TS_CSC

Tech support - Customer Support Center

3.79

4.21

DOCS

Technical documentation

3.48

4.23

MAIN_ACQ

Ease of acquiring maintenance

3.70

3.98

MAIN_APP

Ease of applying maintenance

3.67

3.99

SALESREP

Company's sales representative

3.64

3.36

BILLING

Billing service

3.52

3.15

CONTRACT

Contracts services

3.52

3.19

COMPLAIN

Complaint resolution

3.61

4.02

PHONECAL

Handling of your calls

3.76

4.11

3.72

4.00

Averages


Quadrant analysis

Figure 1. Quadrant Analysis of Performance Ratings

Reliability

4.60

Capability

Use of resources

Ease of use

Documentation

Overall Satisfaction

TS-CSC

Value

Phone calls

4.10

Complaint resolution

Acq & App. main

3.50

4.00

TS-Field SEs

Installation

Below Ave. - Importance - Above Ave.

3.60

Sales rep

Contracts

Billing service

3.10

Below Average -- Company's Rating on Each Attribute -- Above Average


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