Document Type


Publication Date

Fall 2001


Dragan Milosevic

Course Title

Capstone Project

Course Number

EMGT 589/689


Consumer satisfaction -- Evaluation -- Statistical methods, Regression analysis, Peter Stott Center -- User satisfaction -- Measurement


This paper is a part of evaluation and development of customer satisfaction factors for the Peter Stott Center Gymnasium research paper written by a group of graduate student in summer 2001. The purpose of this paper is analysis the information after developed hypotheses, (7 hypotheses), and collected the data. We use the statistic method (Regression Analysis Method and Microsoft Excel 2000 software) for testing and figuring out which hypotheses or factors are significant and relate with customer satisfaction. Some of data in this paper are referred to the evaluation and development of customer satisfaction factors for the Peter Stott Center research paper. Therefore, this paper do not mention on how to develop questionnaires and compare with literature review. For the results, after we analyzed the data from questionnaires, we found that at 90% confident level ( a=O. l 0) sport equipment, facility scheduling, and information providing factor are influence on customer satisfaction. At 95% confident level (a=0.05), sport equipment and facility scheduling are effect on customer satisfaction. Also, we try to figure out the relationship between the personal information (Gender, Age, Status and Locker owner) and customer satisfaction. From regression analysis, we found that personal information such as gender, age, status, and locker owner are not impact or influence to the customer satisfaction of the users.


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