For the 3rd session a data sheet was used which related to satisfaction levels of customers of retail stores. There were many parameters present in the sheet and it was demonstrated how the tools like SPSS have to be used for proper analysis of data to give a proper 'story' behind it.
eg. when it was tried to find out if there was any relationship between the different stores and service level satisfaction of their customers, on the first look it looked like there wasn't any, since the chi square value was much more than 0.05 but on further probing into other factors involved showed that there was one particular store and particularly one department where the satisfaction level of customers was less than others. And even further analysis showed that 100% of those unsatisfied customers were women.
For all this analysis, many new techniques within SPSS were used. Crosstab helped in finding out relationship between two variables, a third variable segregated the results according to its values. Data selection helped in filtering out only the relevant data which was found out after the first analysis and helped in more deeper analysis.
Once the process was understood, many different combinations of variables and their relationships were tried like overall satisfaction and age etc.
Hence most important thing to be learnt here was, that making the data and tools available are no doubt necessary for Analytics, but what is more important is to find out exactly where and how to approach that data to find out the real 'story' behind them and hence target the exact root cause of the problem and approach the right people with practical implications of the same.
Arpit Setya
Group A
Roll No. 14011
No comments:
Post a Comment