Analysis And Interpretation Of Data

2626 words - 11 pages

CAPITULO IV Análisis e interpretación de los resultados ________________________________________________________________________
CAPITULO IV ANÁLISIS E INTERPRETACIÓN DE LOS RESULTADOS
4.1 Introducción
Para la realización de este estudio se aplicaron encuestas a los usuarios del
servicio telefónico Telmex sucursal Cholula, Puebla sobre la calidad en el servicio que se
les otorga en esa sucursal, así como el servicio que presta la compañía Telmex.
En este capítulo se muestran los resultados obtenidos a través de los cuestionarios
en cuanto a la calidad en el servicio y algunos datos interesantes que se analizan
gráficamente de las encuestas aplicadas en la sucursal de Cholula y que son de gran
utilidad para responder a las preguntas de la presente investigación.
Posteriormente se analizarán las respuestas de los usuarios de la telefonía Telmex
con la finalidad de identificar las fortalezas y debilidades en la calidad en el servicio que
se otorga en la sucursal de Cholula, Puebla., así como del servicio que ofrece Telmex en
general.
El criterio que se siguió para interpretar los resultados de la encuesta con una
escala de Likert de 5 puntos fue:
Respuestas mayores o iguales a 3.5 son consideradas como aceptables, y
respuestas menores a 3.5 se consideraron como no aceptables. Este rango se definió con
el propósito de que aquellos elementos de la calidad en el servicio que ofrece la empresa
50

CAPITULO IV Análisis e interpretación de los resultados ________________________________________________________________________
TELMEX en la sucursal de Cholula, Puebla, cuyo valor fuera entre 3.0 y 3.5, que
pudieran catalogarse como regulares, también sean tomados en cuenta como áreas de
oportunidad para lograr un nivel más alto de satisfacción.
4.2 Análisis global
El promedio general (promedio de todos los promedios de todos los usuarios
encuestados) fue de 3.2 puntos, valor que no difiere mucho del valor de 3.19 puntos
encontrados en la prueba piloto.
Para decidir si es necesario implantar un programa de mejora en la sucursal de Cholula
basándose en los resultados de la encuesta, se planteó la prueba de hipótesis nula:
Hipótesis nula:
(Ho). La sucursal de TELMEX Cholula no requiere implementar mejoras en su servicio
Ho: µ≥3.5
Hipótesis alternativa:
Si se requiere de la implantación de mejoras en el servicio de TELMEX sucursal
Cholula.
H1: µ < 3.5
Para una población de 288, el estadístico más apropiado es la prueba Z.
Para un valor de significancia de α = 0.05
51

CAPITULO IV Análisis e interpretación de los resultados ________________________________________________________________________
El valor de Z = -1.645 (de acuerdo a valores en tablas)
El valor calculado de z...

Find Another Essay On ANALYSIS AND INTERPRETATION OF DATA

Secondary Analysis of Qualitative Data

2797 words - 11 pages its practise and to knowledge claims deriving from it, then secondary analysis seems useless. However, this is not necessarily the case. First, one can go back to qualititative data sets in order to assess their credibility and validity. Although, some interpretivists may reject claims of validity because qualitative research evolves around subjective interpretation which cannot be assessed in terms of validity, most would recognise that there

An Analysis of the Opening Sequence of Baz Luhrmann's Interpretation of William Shakespeare's Romeo and Juliet

3062 words - 12 pages An Analysis of the Opening Sequence of Baz Luhrmann's Interpretation of William Shakespeare's Romeo and Juliet In This essay, I am going to be analysing the opening sequence of Baz Luhrmann's Interpretation of William Shakespeare's Romeo & Juliet. I will talk about the prologue, which is repeated three times, how it shows the seriousness of the conflict between the houses of Capulet and Montague and finally an analysis of

Patient Centeredness: Measurement Tools and Data Analysis

1354 words - 5 pages Patient Centeredness: Measurement Tools and Data Analysis What is a patient centered care? People have subjective views what a quality, patient-focused care might be, but certainly it can be summarized into two main aspects of care affecting the healthcare challenge: the overuse and underuse of services. According to some estimates, thousands of Americans die annually because they were not provided proper care. These patients would often be

Part A: Data Collection, Presentation And Analysis

1576 words - 6 pages Part A: Data Collection, Presentation And Analysis Survey Results Many human features are controlled by a single pair of alleles, one dominant and one recessive, that are inherited in simple Mendelian fashion. To examine this further, a survey was done on two of basic human features. The two phenotypes chosen for the survey were hand clasping (left over right being dominant) and tongue rolling (where the ability to do so is dominant

Analysis and Interpretation of "I, Too Sing America" by Langston Hughes

1153 words - 5 pages Poem "I, Too Sing America " is considered to be very characteristic for radical poetry of Langston Hughes. The majority of literary critiques and historians refer to Hughes as one of the first American poets, who set the standards and examples how to challenge the post-World War I ethnic nationalism. His poetry contributed and shaped to some extent the politics of the Harlem Renaissance. In analysis of Black poetry Charles S. Johnson wrote that

Exploratory Data Analysis from World's Bank's World Development Indicators of 2003: Analysis of Variable series FERAT80 and FERAT01

2007 words - 8 pages From the Systat data file for WDI2003 data related to several variables concerning global development and related fields have been complied and give code names. The code FERAT is a representation of the ratio of women age 65 and above per 100 men in the same age group. FERAT80 and FERAT01 are the same variable but represent data collected in two different years. FERAT80 is data corresponding to statistics collected worldwide in the year 1980

Meaning, Understanding, and the Politics of Interpretation

2599 words - 10 pages Meaning, Understanding, and the Politics of Interpretation ABSTRACT: In his essay "The Politics of Interpretation: Spinoza's Modernist Turn," Berel Lang attributes to Spinoza the view that interpretation presupposes or implies a political framework-in effect, that interpretation is itself a politics. The thrust of Spinoza's argument is against "interpretation from authority," i.e., against the view that the meaning of a text can be

Neotextual narrative and the interpretation of Stonehenge

2030 words - 8 pages sexual identity and society. The main theme of Abian's[18] analysis of pretextual objectivism is the rubicon, and thus the meaninglessness, of capitalist sexual identity. Many theories concerning the bridge between reality and sexual identity may be discovered. However, the subject is interpolated into a feminism that includes art as a reality. "Society is fundamentally impossible," says Marx; however, according to Bailey[19] , it is not so much

The Preacher Ruminates: Behind The Sermon (Analysis and Interpretation)

1482 words - 6 pages "Without a Hand to Hold" Analysis and Interpretation of "The Preacher Ruminates: Behind the Sermon" Gwendolyn Brooks' "The Preacher Ruminates: Behind the Sermon" gives an eerie look into a minister's mind. Indeed the poem's premise is made clear from the opening line: "It must be lonely to be God" (1). The poem proceeds to note that while God is a much-revered and respected figure, he has no equal. The preacher's revelation provides the reader

Overview of Data Encryption and Legal Issues

2185 words - 9 pages Overview of Data Encryption and Legal Issues What is encryption and why do we need it? The concept of encrypting information has been popular for hundreds of years. Revolutionaries, scientists, political activists and lovers have utilized this technique to maintain privacy and confidentiality in their communications. As kids, we would take our secret messages and shift the letters of the alphabet by a specific number to create an

Data Interpretation

2628 words - 11 pages Data Interpretation Introduction To begin in some sort of form our geography class was split into 7 groups of 4 people in so that it was easier and faster to obtain, observe and record our results from the 7 specific sites chosen on the River Alyn. I am in group 7. Out of the 7 sites our geography class only visited 2. The other 5 sites were visited by other geography classes in the year within a space of 3-4 so

Similar Essays

Analysis And Interpretation Of Data

2626 words - 11 pages CAPITULO IV Análisis e interpretación de los resultados ________________________________________________________________________ CAPITULO IV ANÁLISIS E INTERPRETACIÓN DE LOS RESULTADOS 4.1 Introducción Para la realización de este estudio se aplicaron encuestas a los usuarios del servicio telefónico Telmex sucursal Cholula, Puebla sobre la calidad en el servicio que se les otorga en esa sucursal

Data Collection Method And Analysis

1367 words - 5 pages Andersen, p. 12). Plan of Data Analysis Qualitative data collection techniques mostly aim at collecting knowledge about a specific problem which may elicit a problem during the translation of the texts obtained into a system dynamics. Some of the analysis techniques that can be used include; hermeneutics, discourse analysis, grounded theory, ethnographic decision models and content analysis. Hermeneutics involves using conversations and video tapes

Data Collection And Analysis: Questionnaire

1045 words - 4 pages Data Collection and Analysis Questionnaire The research carried on both quantitative approach and qualitative approach. It began with quantitative approach—questionnaire. Bryman and Bell (2003) asserted that mail or postal questionnaires are most popular forms of questionnaires. Another form—self-completion questionnaire was also common because of the overlap with postal questionnaire to some extent. The questionnaire was self

Data Analysis And Experimental Uncertainty

1159 words - 5 pages any particular i will on the average increase with greater scatter of the data about the mean so that P(xi âˆ' x)2 increases. Note that s has the same units as xi or x since the square root of the sum of squares of differences between xi and x is taken. The standard deviation s defined by Eq. (2) provides the random uncertainty estimate for any one of the measurements used to compute s. Intuitively we expect the mean value of the