7.69 Drive-thru customer service. QSRMagazine.com assessed 1855 drive-thru visits at quick-service restaurants.35 One benchmark assessed was customer service. Responses ranged from “Rude (1)” to “Very Friendly (5).” The following table breaks down the responses according to two of the chains studied.
| Rating | |||||
|---|---|---|---|---|---|
| Chain | 1 | 2 | 3 | 4 | 5 |
| Taco Bell | 0 | 5 | 41 | 143 | 119 |
| McDonald’s | 1 | 22 | 55 | 139 | 100 |
(a) A researcher decides to compare the average rating of McDonald’s and Taco Bell. Comment on the appropriateness of using the average rating for these data.
(b) Assuming an average of these ratings makes sense, comment on the use of the t procedures for these data.
(c) Report the means and standard deviations of the ratings for each chain separately.
(d) Test whether the two chains, on average, have the same customer satisfaction. Use a two-sided alternative hypothesis and a significance level of 5%.