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The chi-square test measures the discrepancy between
the observed cell counts and what you would expect if the
rows and columns were unrelated.
The two-sided asymptotic significance
of the chi-square statistic is
greater than 0.10,
so it's safe to say that the differences are due to chance
variation, which implies that each store offers the
same level of customer service.
However, not all customers surveyed actually had
contact with a service representative. The ratings
from these customers will not
reflect the actual quality of service at a store, so
you further cross-classify by whether they had
contact with a service representative.
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Chi-square Tests |