TLH 251- REASERCH
METHODS FOR THE
SERVICE SECTOR
Date of Submission: 18th February
Student Name: Jianu Andreea Valentina
Student Identification number: 179196135
I declare this paper is my own work.
Module Leader: Fotios Vasileiou
Quantitative Portfolio
Table of Contents
Questionnaire Design.................................................................................................................2
Statistical Testing: Descriptive Analysis................................................................................... 4
Statistical Testing: Chi Square Test.........................................................................................10
1) Questionnaire Design
Hello,
We are students at Sunderland University, and we are doing a research at university with the
following topic ‘Measuring Visitor Satisfaction at the Sunderland Museum and Winter
Gardens’. Are you able to help us by filling out this questionnaire?
We appreciate your help, and the answers are anonymous and confidential.
Thanks!
QUESTIONNAIRE:
1. This is your first visit Sunderland Museum?
Yes
No
2. Select your gender.
Male
Female
Others
3. Choose you age group:
18-25 years 46-55 years
26-35 years 56-65 years
36-45 years Over 65 years
4. Choose your geographic location:
Local
Regional
National
International
5. How frequently you visit this tourist attraction?
Weekly
Monthly
Once or twice per year
Rarely
6. Choose your level of education at the time of the visit:
Primary Education
Secondary Education
Further Education
7. Your motivation to visit is?
Education
Sightseeing
Special event
Culture
Other_____________
8. Indicate your level of satisfaction about your visit destination today:
Not satisfied at all
Little satisfied
Neutral
Satisfied
Very satisfied
9. Making a comparison between your expectations with the Sunderland Museum and
the Winter Gardens, the experience was:
Less than expected.
As expected.
Better than expected.
10. Who will accompany you on your visit today?
Friends Groups
Partner Family
Children On my own
11. Will you recommend this destination?
Yes
No
Thank you for participating today!
2) Statistical Testing: Descriptive Analysis
Regional or Tourists
Cumulative Per-
Frequency Percent Valid Percent cent
Valid local/regional 66 65.3 65.3 65.3
national/international 35 34.7 34.7 100.0
Total 101 100.0 100.0
Education
Cumulative Per-
Frequency Percent Valid Percent cent
Valid Primary Education 2 2.0 2.0 2.0
Secondary Education 17 16.8 17.0 19.0
Further Education 19 18.8 19.0 38.0
Higher Education 62 61.4 62.0 100.0
Total 100 99.0 100.0
Missing System 1 1.0
Total 101 100.0
Age group
Cumulative Per-
Frequency Percent Valid Percent cent
Valid 18-25 years 36 35.6 36.0 36.0
25-35 years 27 26.7 27.0 63.0
36 - 45 years 18 17.8 18.0 81.0
46-55 years 6 5.9 6.0 87.0
56-65 years 6 5.9 6.0 93.0
Over 65 years 7 6.9 7.0 100.0
Total 100 99.0 100.0
Missing System 1 1.0
Total 101 100.0
Gender
Cumulative Per-
Frequency Percent Valid Percent cent
Valid male 50 49.5 49.5 49.5
female 51 50.5 50.5 100.0
Total 101 100.0 100.0
Expectation of visit
Cumulative Per-
Frequency Percent Valid Percent cent
Valid Less than expected 3 3.0 3.0 3.0
As expected 64 63.4 64.0 67.0
Better than expected 33 32.7 33.0 100.0
Total 100 99.0 100.0
Missing System 1 1.0
Total 101 100.0
Recommend
Cumulative Per-
Frequency Percent Valid Percent cent
Valid yes 90 89.1 90.0 90.0
no 10 9.9 10.0 100.0
Total 100 99.0 100.0
Missing System 1 1.0
Total 101 100.0
Results:
Most of the visitors who participated in our research were local tourists with a percentage
of 65.3, and international ones representing 34.7 percent. Regarding the education of these,
only 62 percent of those who responded had higher education, their average age being part of
the category 18-25 in proportion of 36, the next category being of people in the group 25-35
years in proportion of 27 percent, and the lowest percentages were in the category 46-55 and
56-65 both representing 5.9 of the participation. With a difference of 10 percent, the female
gender is the one that is found more in our research in the proportion of 50.5, while the male
gender 49.5. When asked about their expectations regarding the tourist attraction visited and
their degree of satisfaction, 32.7 percent of those surveyed said that expectations were ex-
ceeded, a percentage of 3 indicated that their expectations did not were fully satisfied and 33
claimed that their expectations were exceeded by this attraction. Regarding the question in
which they had to choose if they would recommend this tourist attraction, the majority, re-
spectively 90 percent, said that they would recommend and only 10 percent stated that they
would not recommend.
In conclusion, following the data collected and processed from the six variables presented
using tables and graphs, we can say that most of those who visited the attraction when apply-
ing the questionnaire are young people in category 18-25, with higher education, most being
female, local tourists, and their expectations have been met and this tourist attraction will be
recommended.
3) Statistical Testing: Chi Square Test
Significance result:
Chi-Square Tests
Asymptotic Sig-
nificance (2-
Value df sided)
Pearson Chi-Square 31.882a 20 .045
Likelihood Ratio 24.960 20 .203
Linear-by-Linear Association .123 1 .726
N of Valid Cases 99
a. 24 cells (80.0%) have expected count less than 5. The minimum
expected count is .06.
Significance result:
We state that there is an association regarding the influence of the mode depending on the age
group they belonged to because the value in our table 0.045 <0 .05 (less than 0.05)
Chi-Square Tests
Asymptotic Sig-
nificance (2-
Value df sided)
Pearson Chi-Square 6.976a 2 .031
Likelihood Ratio 7.311 2 .026
Linear-by-Linear Association 5.110 1 .024
N of Valid Cases 96
a. 0 cells (0.0%) have expected count less than 5. The minimum ex-
pected count is 9.00.
Significance result:
We will state that there is a connection in terms of experience-opening hours and the type of
participants because 0.031< 0.05 (less than 0.05)
Non-significance results
Chi-Square Tests
Asymptotic Sig-
nificance (2-
Value df sided)
Pearson Chi-Square 2.703a 3 .440
Likelihood Ratio 2.725 3 .436
Linear-by-Linear Association 1.547 1 .214
N of Valid Cases 101
a. 4 cells (50.0%) have expected count less than 5. The minimum
expected count is 4.46.
Non- Significance result:
For the interpretation of the results, we will read the data displayed on the first line of the
table and the value 0.440> 0.05 (greater than 0.05) we state that there is no link in terms of
overall satisfaction and gender of participants.
Chi-Square Tests
Asymptotic Sig-
nificance (2-
Value df sided)
Pearson Chi-Square 9.292a 10 .505
Likelihood Ratio 10.058 10 .435
Linear-by-Linear Association 3.181 1 .075
N of Valid Cases 98
a. 12 cells (66.7%) have expected count less than 5. The minimum ex-
pected count is .26.
Non-Significance result:
There is no connection regarding their existence at Winter Garden and the age group they
belong to because value 0.505> 0.05 (more then 0.05)
