Twenty-five customers selected at random were asked to rate the overall satisfaction, a measure of quality, with the PC-X. Five factors were ranked…

Twenty-five customers selected at random were asked to rate the overall satisfaction, a measure of quality, with the PC-X. Five factors were ranked by each selected customer. Each factor was assigned a rank between 1 and 10, with 10 indicating the highest level of customer satisfaction. The ratings were averaged over the five factors for each customer. The results are:

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