IB Math Studies Internal Assessment:

What is the relationship between the age groups of customers in Etihad Airways and Customer satisfaction?

Name: Joud Mazahreh

Exam Session: May 2015

School name: Abu Dhabi International School

Teacher: Mr. Julius Kurian

Date: May 31, 2014

Course: IB Math Studies

What is the relationship between the ages of customers in Etihad Airways and Customer satisfaction?

Introduction

Etihad Airways is the national airlines of the United Arab Emirates, it has won numerous

of awards in just over ten years. Since then it has become one of the fastest growing airlines in

the history of commercial aviation.1 In order to keep its success, targeting customers is keen to

reach its mission and vision. Several different age groups have different needs and wants in order

to keep them satisfied. In order for Etihad Airways to continue to grow, determining the specific

needs and wants of the age groups will definitely lead them forward. The three different age

groups range from 15-30, 31-46 and 47-62. The most important services in Etihad airways that

effect customer satisfaction is the staff, takeoff/landing, the quality of snacks and meals, safety

and the inflight entertainment facilities within Etihad Airways. My aim in this experiment if

there is a relationship between the age groups of customers and customer satisfaction. Also, I

would like to highlight the potential growth areas and weaknesses of Etihad airways in which

they can improve in these specific categories. I chose this topic since Etihad Airways is a

successful airlines and I was interested to study its weaknesses and whether different age groups

have different satisfactions.

To gather and collect my data, I will be printing out surveys and distributing it in Etihad

Airways’ branch in which people can be offered an option of filling the survey. The people that

travel with Etihad have many nationalities and since it is an airline people from all over the

world are going to be flying via Etihad Airways. This would be an advantage since my study will

not be biased.

1 Etihad Airways, 2014.Web.Viewed 25 May 2014. http://www.etihad.com/en-ae/about-us/

Several mathematical processes are used in order to check for a relationship. I will start

by calculating the mean, median and mode for the three sets of age groups and compare them.

Next, I will be doing a bar graph to show the percentage of people who answered either

outstanding, good or average for each of the categories. Finally, I will be doing a Chi-squared

test and compare the χ2 value with the critical value to check if the variable is dependent on the

other meaning that the correlation is present.

Data Collection

15-30 age group table:

Rating (x/10)

Staff Take off/landing

Snacks/meals Safety

Entertainment

X=10 29 27 25 43 30X=7 28 27 22 12 22X=5 1 2 8 2 4

31-46 age group table:

Rating(x/10)

Staff Take off/Landing

Snacks/meals Safety Entertainment

X=10 7 11 8 13 12X=7 11 9 10 6 6X=5 2 0 1 1 1

47-62 age group table:

Staff Take off/Landing

Snack/Meals Safety Entertainment

X=10 3 5 2 6 3X=7 4 4 7 3 6X=5 2 1 0 1 1

Mathematical processes:

All of the calculations will be rounded to two decimal places for accuracy.

The formula to calculate the mean is x=∑ fx

∑ f I am going to substitute to find the mean for each

category.

Mean, mode and median:

Mean of age group 15-30

Staff: 19.33 Take off/Landing: 18.67 Snacks/Meals: 13.75 Safety: 14.25 Entertainment: 14

Mode of age group 15-30

Staff: 10 Take off/Landing: 10 and 7 Snacks/Meals: 10 Safety: 10 Entertainment: 10

Median of age group 15-30

Staff: 28 Take off/Landing: 27 Snacks/Meals: 22 Safety: 12 Entertainment: 22

Mean of age group 31-46

Staff: 6.66 Take off/Landing: 6.66 Snacks/Meals: 6.33 Safety: 6.66 Entertainment: 6.33

Mode of age group 31-46

Staff: 7 Take off/Landing: 10 Snacks/Meals: 7 Safety: 10 Entertainment: 10

Median of age group 31-46

Staff: 7

Take off/Landing: 10 Snacks/Meals: 7 Safety: 10 Entertainment: 10

Mean of age group 47-62

Staff: 3 Take off/Landing: 3.33 Snacks/Meals: 3 Safety: 3.33 Entertainment: 3.33

Mode of age group 47-62

Staff: 7 Take off/Landing: 10 Snacks/Meals: 7 Safety: 10 Entertainment:7

Median of age group 47-62

Staff: 3 Take off/Landing: 4 Snacks/Meals: 2 Safety: 3 Entertainment:3

Through comparing all three results, I found that 66.66% of the age groups find the staff is good and scored a rating of 7/10 in terms of staff attire, attitude, willingness to assist and knowledge of the product and services. Regarding the flight if it is on schedule on takeoff/landing, 83.34% answered outstanding which is a rating of 10/10. The quality of snacks, beverages and meals, 66.66% of the age groups answered good. In the flight performance in term of safety (takeoff, landing, safety induction), 100% answered outstanding. Moreover, for inflight entertainment facilities 66.66% answered outstanding.

A bar graph will be used to further analyze the data in details

staff takeoff/landing snacks/meals safety entertainment0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%

50.00%

Bar graph on the percentage of people who answered outstanding, good or average for Etihad airways

outstanding good average

Chi-squared testing

H 0 is that the age groups of customers in Etihad Airways is independent of customer satisfaction.

H 1 is that the age groups of customers in Etihad Airways is not independent of customer satisfaction.

Outstanding (x=10)

Staff Take off/landing

Snacks/meals Safety Entertainment Total

15-30 29 27 25 43 30 154

31-46 7 11 8 13 12 51

47-62 3 5 2 6 3 19

Total 39 43 35 62 45 224

The degree of freedom can be calculated through using this equation f= (n−1) (m−1).

n: represents the number of rows

m: represents the number of columns

Therefore; f = (3−¿1) (5−¿1) = 8

The formula to find the Expected value is:

Expected value =column total× rowtotal

grandtotal

Table of expected values

The values will be rounded to two decimal places

The formula for Chi-squared is χ2=∑ (o−e)2

e , o represents the observed value and e represents

the expected value.

Outstanding (x=10)

Staff Take off/landing

Snacks/meals Safety Entertainment Total

15-30 26.81 29.56 24.06 42.63 30.94 154

31-46 8.88 9.79 7.97 14.12 10.25 51

47-62 3.31 3.65 2.97 5.26 3.82 19

Total 39 43 35 62 45 224

χ2=(29−26.81)2

26.81+(27−29.56)2

29.56+

(25−24.06)2

24.06+(43−42.63)2

42.63+

(30−30.94 )2

30.94+(7−8.88)2

8.88(11−9.79)2

9.79+(8−7.97)2

7.97+(13−14.12)2

14.12+(12−10.25)2

10.25+(3−3.31)2

3.31+(5−3.65)2

3.65+(2−2.97)2

2.97+(6−5.26)2

5.26+(3−3.82)2

3.82=¿

2.53

Degrees of freedom =8

Ignoring 5% significance level, the critical value is 13.362

χ2>critical value, so we accept the null hypothesis thus the age groups of customers in Etihad Airways is independent of customer satisfaction.

χ2