Page 59 - IJTSRD.com - Special Issue - 2nd International Congress of Engineering

P. 59

International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456Scientific Research and Development (IJTSRD) ISSN: 2456Scientific Research and Development (IJTSRD) ISSN: 2456-6470
nd
Special Issue of Special Issue of 2 International Congress of Engineering
 Z * N * p* q 
2
n    
2
2
  i ( N  )1  Z * p* q 



Where:

n: sample size
N: population size
Z
Z: value corresponding to the gauss distribution, for the investigation Z = 95%, which is equal to 1.96.Z: value corresponding to the gauss distribution, for the investigation Z = 95%, which is equal to 1.96.: value corresponding to the gauss distribution, for the investigation Z = 95%, which is equal to 1.96.

p:
p: expected prevalence of the parameter to be evaluated, if not known (p = 0.5), which makes the sample size p: expected prevalence of the parameter to be evaluated, if not known (p = 0.5), which makes the sample size expected prevalence of the parameter to be evaluated, if not known (p = 0.5), which makes the sample size
larger.
q: 1 - p (if p = 70%, q = 30%)
i: error expected to be committed if it is 5%, i =i: error expected to be committed if it is 5%, i = 0.05

The development of the formula is as follows:The development of the formula is as follows:

 . 1 ( 96 ) 2 * 30 * 0 *5.0 5 . 0  28 . 81 28 . 81
n       2  28
27 89.7
  . 0 ( 05 ) 2 ( 30  ) 1  . 1 ( 96 *)96 2 5 . 0 * 5 . 0   . 0 0725  . 0 9604 . 1 0329

The study indicated that of a population of 30 clients The study indicated that of a population of 30 clients Analysis of results
with which the organization counts, using a 95% with which the organization counts, using a 95%
reliability and a 5% error allowed, will require 28 reliability and a 5% error allowed, will require 28 The first analysis that was carried out was the general that was carried out was the general
da
clients for the investigation. data of the organization's clients. Table 2 shows that ta of the organization's clients. Table 2 shows that
t the majority of clients are women between the ages of he majority of clients are women between the ages of
4. Management Management of of the the questionnaire. questionnaire. The The 30 and 40.
questionnaire was applied from an intentional nonquestionnaire was applied from an intentional non-
probabilistic sampling and the questionnaire was probabilistic sampling and the questionnaire was Table 2. Example of general data analysisable 2. Example of general data analysis
T
administered through Microsoft Excel®.el®.
G
Age Total Genderender Total
5. Analysis of results. We proceeded to perform a . Analysis of results. We proceeded to perform a 20-30 7 Maleale 18
M
database in Excel with the information obtained and database in Excel with the information obtained and
Femaleemale
plotted the results. 30-40 12 F 20
>40 9
6. Conclusions. After analyzing the data obtained . Conclusions. After analyzing the data obtained
from the representative sample, both general and from the representative sample, both general and R
Regarding the analysis of the results of the egarding the analysis of the results of the
specific conclusions were taken, in the conclusions en, in the conclusions representative sample to evaluate service quality, a epresentative sample to evaluate service quality, a
r
section the above is stated. g
general customer satisfaction index of 0.825 was eneral customer satisfaction index of 0.825 was
f found, indicating acceptable satisfaction with areas ound, indicating acceptable satisfaction with areas
7. Design of proposals for action. From the analysis of . Design of proposals for action. From the analysis of f for improvement. The highest dimensions were: or improvement. The highest dimensions were:
the results and conclusions obtained, lines of action the results and conclusions obtained, lines of action reliability and responsiveness both with 85%; y and responsiveness both with 85%;
are proposed to improve the quality of the service.are proposed to improve the quality of the service. ot
otherwise, the dimensions with lower scores were: herwise, the dimensions with lower scores were:
e
empathy and tangible elements both with 80%. Figure mpathy and tangible elements both with 80%. Figure
2 shows an example of the results obtained.hows an example of the results obtained.
2 s

54 55 56 57 58 59 60 61 62 63 64