A researcher wanted to know if there was a difference in customer service knowledge before employees...
A researcher wanted to know if there was a difference in customer service knowledge before employees completed a Positive Customer Service Enhancement training seminar, and after the seminar. The researcher had each employee complete the Customer Service Knowledge Scale Survey before attending the two week seminar, and then two weeks after completing the seminar. Which test should the researcher use to see if there was a difference, and what were the results?
Before Seminar Scores: 70, 65, 67, 69, 59, 78, 49, 68, 73, 72, 59, 74
After Seminar Scores: 78, 69, 78, 69, 69, 77, 65, 73, 74, 77, 77, 77
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The researcher selected a paired samples t-test, and determined there was a difference in customer service knowledge before (M = 66.92) and after (M =73.58) completing the seminar, (t [11] = 3.79, p < .01). |
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The researcher selected an independent samples t-test, and determined there was a difference in customer service knowledge before (M = 66.92) and after (M =73.58) completing the seminar, (t [22] = 2.52, p < .05). |
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The researcher selected a paired samples t-test, and determined there was not a difference in customer service knowledge before (M = 66.92) and after (M =73.58) completing the seminar, (t [11] = 3.79, p > .05). |
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The researcher selected a Spearman's rs and determined there was a relationship between survey responses, (rs [13] = .65, p < .05). |
Homework Answers
The same people are being sampled before and after seminar making it a dependent sample so paired t test will be used. Hence,
The researcher selected a paired samples t-test, and determined there was a difference in customer service knowledge before (M = 66.92) and after (M =73.58) completing the seminar, (t [11] = 3.79, p < .01).
Option A is correct.
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