Quadrant Analysis 264 a Marketing Research 1 264

Quadrant Analysis 264 a Marketing Research 1

264 a Marketing Research 2

264 a Marketing Research 3

264 a Marketing Research 4

264 a Marketing Research 5

Table 1. Average Importance and Performance Ratings on Satisfaction Atrributes Mean Rating Importance Variable Label OVERALL Overall satisfaction with Company 4. 04 4. 22 VALUE Value received for price 3. 74 4. 13 RELIABLE Product reliability 4. 22 4. 64 CAPABLE Product capability 4. 07 4. 49 RESOURCE Use of system resources 3. 66 4. 29 EASE Product ease of use 3. 51 4. 28 INSTALL Product installation 3. 61 3. 83 TS_FES Tech support - Field SEs 3. 74 3. 85 TS_CSC Tech support - Customer Support Center 3. 79 4. 21 DOCS Technical documentation 3. 48 4. 23 MAIN_ACQ Ease of acquiring maintenance 3. 70 3. 98 MAIN_APP Ease of applying maintenance 3. 67 3. 99 SALESREP Company's sales representative 3. 64 3. 36 BILLING Billing service 3. 52 3. 15 CONTRACT Contracts services 3. 52 3. 19 COMPLAIN Complaint resolution 3. 61 4. 02 PHONECAL Handling of your calls 3. 76 4. 11 3. 72 4. 00 Averages 264 a Marketing Research 6

Figure 1. Quadrant Analysis of Performance Ratings Reliability Below Ave. - Importance - Above Ave. 4. 60 Capability Use of resources Ease of use Documentation Overall Satisfaction TS-CSC Value Phone calls 4. 10 Complaint Acq resolution & App. main 3. 50 Installation TS-Field SEs 4. 00 3. 60 Sales rep Contracts Billing service 3. 10 Below Average -- Company's Rating on Each Attribute -- Above Average 264 a Marketing Research 7