## Overall, how satisfied are you with Virgin Atlantic?

Frequency | Percent | Valid Percent | Cumulative Percent | ||

Valid | Completely Dissatisfied | 3 | 0.9 | 0.9 | 0.9 |

Somewhat Dissatisfied | 10 | 3.0 | 3.0 | 3.8 | |

Somewhat Satisfied | 66 | 19.5 | 19.5 | 23.4 | |

Completely Satisfied | 259 | 76.6 | 76.6 | 100.0 | |

Total | 338 | 100.0 | 100.0 |

## Descriptive Statistics

N | Mean | |

Rating: Delivers your luggage in good condition | 338 | 8.5503 |

Rating: Gives you confidence your luggage will get there | 338 | 8.4527 |

Rating: Gets your luggage there when it should | 338 | 8.3817 |

Rating: Provides the service it promises | 338 | 8.2633 |

Rating: Is a first-rate company | 338 | 8.2219 |

Rating: Knows where your luggage is at all times | 338 | 8.2160 |

Rating: Treats you as an important customer | 338 | 7.6302 |

Rating: Gives customized service | 338 | 7.3284 |

Rating: Helps you solve your business travel problems | 338 | 7.2959 |

Rating: Works as part of your team | 338 | 7.2160 |

Rating: Understands your business travel needs | 338 | 7.1953 |

Rating: Is competitively priced | 338 | 6.8846 |

Rating: Communicates with you regularly | 338 | 6.2663 |

Valid N (listwise) | 338 |

## Respondents

The crosstab and chi-square result is presented below. The result shows that none of the respondents who are Owner/partner/proprietors none of them are completely dissatisfied or somewhat dissatisfied while 20.8% are somewhat satisfied and 79.2% are completely satisfied. From respondents who are Sr. management/CEO/President/Vice President/CFO, none are completely dissatisfied, 5.7% are somewhat dissatisfied, 28.6% are somewhat satisfied and 65.7% are completely satisfied. From respondents who are Manager/Supervisor – travel arrangements, 2.1% are completely dissatisfied, 3.5% are somewhat dissatisfied, 18.2% are somewhat satisfied and 76.2% are completely satisfied. From respondents who are Non-managerial personnel – travel arrangements, none are completely dissatisfied, 5% are somewhat dissatisfied, 25% are somewhat satisfied and 70% are completely satisfied. From respondents who are Analysts/planners/technicians/designers/other professionals, none are completely dissatisfied, none are somewhat dissatisfied, 17.5% are somewhat satisfied and 82.5% are completely satisfied. Finally, from respondents who are Security/receptionist/admin, none are completely dissatisfied, 1.8% are somewhat dissatisfied, 14% are somewhat satisfied and 84.2% are completely satisfied.
The chi-square result shows that chi2(15)=11.530, p=0.714>0.05 which connotes non-rejection of the null hypothesis that there is an association between satisfaction and respondent’s occupation title. Therefore, we conclude that there is no significant relationship between satisfaction and occupation title.

## Chi-Square Tests

Value | df | Asymp. Sig. (2-sided) | |

Pearson Chi-Square | 11.530^{a} |
15 | .714 |

Likelihood Ratio | 14.026 | 15 | .524 |

Linear-by-Linear Association | 2.764 | 1 | .096 |

N of Valid Cases | 319 |

## Descriptive statistics

**Descriptive Statistics**

Overall, how satisfied are you with Virgin Atlantic? | N | Mean | |

Completely Dissatisfied | How would you rate the price | 3 | 2.3333 |

How would you rate the quality | 3 | 2.3333 | |

Valid N (listwise) | 3 | ||

Somewhat Dissatisfied | How would you rate the price | 10 | 5.1000 |

How would you rate the quality | 10 | 5.4000 | |

Valid N (listwise) | 10 | ||

Somewhat Satisfied | How would you rate the price | 66 | 5.6515 |

How would you rate the quality | 66 | 6.9848 | |

Valid N (listwise) | 66 | ||

Completely Satisfied | How would you rate the price | 259 | 7.2317 |

How would you rate the quality | 259 | 8.3900 | |

Valid N (listwise) | 259 |

The result shows that price and quality rating progress as the level of satisfaction progresses. We observe that average ratings of the price for completely dissatisfied customers are 2.33 while the ratings for somewhat dissatisfied clients improve significantly to 5.1 and ratings for somewhat satisfied client increases to 5.65 and for completely satisfied clients, average price ratings are as high as 7.2. similarly, the average ratings of quality for completely dissatisfied customers are 2.33 while the quality ratings for somewhat dissatisfied clients improve significantly to 5.4 and ratings for somewhat satisfied client increases to 6.98, and for completely satisfied clients, average quality ratings are as high as 8.39. We can see from the result that there is a significant improvement in ratings as the level of satisfaction progresses. Thus, I recommend that the management should explore all means that will improve consumer satisfaction.