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【简答题】
顾客满意度.sav 案例背景 2008 年,某连锁零售企业为了提高各分店的服务质量, 面向全国范围开展了客户满意度监测项目,该项目针对所有门店进行,定期用CATI(Computer Assisted Telephone Interrview,电脑辅助电话访问系统)随机抽样的方式,对近期有过门店购物行为的会员进行回访,就其购物行为的满意度进行调研,其中部分问卷如下: 附件数据文件为该问卷的录入数据, 下载“顾客满意度.sav”数据文件,按以下要求提交以“学号+姓名”作业(用SPSS软件分析后的结果文件,例如“104059+.spv”)。 作业要求: 1. 制作以交通多重响应集的分析交叉表; 2. 通过多重响应集分析不同交通方式被采用的频率和百分比; 3. 汇报采用步行方式到商店购物的男性消费者的数量及百分比;采用自行车方式到商店购物的18-39岁的消费者的数量及百分比;自己开车到商店购物购物次数在每月1次的数量及百分比;坐地铁购物并愿意推荐该商店的消费者数量及百分比。
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