IB Math Studies Internal Assessment:

What is the relationship between the age groups of customers in Etihad Airways and Customer
satisfaction?





Name: Joud Mazahreh
Exam Session: May 2015
School name: Abu Dhabi International School
Teacher: Mr. Julius Kurian
Date: May 31, 2014
Course: IB Math Studies






What is the relationship between the ages of customers in Etihad Airways and Customer
satisfaction?
Introduction
Etihad Airways is the national airlines of the United Arab Emirates, it has won numerous
of awards in just over ten years. Since then it has become one of the fastest growing airlines in
the history of commercial aviation.
1
In order to keep its success, targeting customers is keen to
reach its mission and vision. Several different age groups have different needs and wants in order
to keep them satisfied. In order for Etihad Airways to continue to grow, determining the specific
needs and wants of the age groups will definitely lead them forward. The three different age
groups range from 15-30, 31-46 and 47-62. The most important services in Etihad airways that
effect customer satisfaction is the staff, takeoff/landing, the quality of snacks and meals, safety
and the inflight entertainment facilities within Etihad Airways. My aim in this experiment if
there is a relationship between the age groups of customers and customer satisfaction. Also, I
would like to highlight the potential growth areas and weaknesses of Etihad airways in which
they can improve in these specific categories. I chose this topic since Etihad Airways is a
successful airlines and I was interested to study its weaknesses and whether different age groups
have different satisfactions.
To gather and collect my data, I will be printing out surveys and distributing it in Etihad
Airways branch in which people can be offered an option of filling the survey. The people that
travel with Etihad have many nationalities and since it is an airline people from all over the
world are going to be flying via Etihad Airways. This would be an advantage since my study will
not be biased.

1
Etihad Airways, 2014.Web.Viewed 25 May 2014. http://www.etihad.com/en-ae/about-us/

Several mathematical processes are used in order to check for a relationship. I will start
by calculating the mean, median and mode for the three sets of age groups and compare them.
Next, I will be doing a bar graph to show the percentage of people who answered either
outstanding, good or average for each of the categories. Finally, I will be doing a Chi-squared
test and compare the
2
value with the critical value to check if the variable is dependent on the
other meaning that the correlation is present.
Data Collection
15-30 age group table:
Rating
(x/10)
Staff Take
off/landing
Snacks/meals Safety Entertainment
X=10 29 27 25 43 30
X=7 28 27 22 12 22
X=5 1 2 8 2 4

31-46 age group table:
Rating
(x/10)
Staff Take
off/Landing
Snacks/meals Safety Entertainment

X=10 7 11 8 13 12
X=7 11 9 10 6 6
X=5 2 0 1 1 1

47-62 age group table:
Staff Take
off/Landing
Snack/Meals Safety Entertainment
X=10 3 5 2 6 3
X=7 4 4 7 3 6
X=5 2 1 0 1 1

Mathematical processes:
All of the calculations will be rounded to two decimal places for accuracy.
The formula to calculate the mean is

I am going to substitute to find the mean for each

category.
Mean, mode and median:
Mean of age group 15-30
Staff: 19.33
Take off/Landing: 18.67
Snacks/Meals: 13.75
Safety: 14.25
Entertainment: 14
Mode of age group 15-30
Staff: 10
Take off/Landing: 10 and 7
Snacks/Meals: 10
Safety: 10
Entertainment: 10
Median of age group 15-30
Staff: 28
Take off/Landing: 27
Snacks/Meals: 22
Safety: 12
Entertainment: 22
Mean of age group 31-46
Staff: 6.66
Take off/Landing: 6.66
Snacks/Meals: 6.33
Safety: 6.66
Entertainment: 6.33
Mode of age group 31-46
Staff: 7
Take off/Landing: 10
Snacks/Meals: 7
Safety: 10
Entertainment: 10
Median of age group 31-46
Staff: 7
Take off/Landing: 10
Snacks/Meals: 7
Safety: 10
Entertainment: 10
Mean of age group 47-62
Staff: 3
Take off/Landing: 3.33
Snacks/Meals: 3
Safety: 3.33
Entertainment: 3.33
Mode of age group 47-62
Staff: 7
Take off/Landing: 10
Snacks/Meals: 7
Safety: 10
Entertainment:7
Median of age group 47-62

Staff: 3
Take off/Landing: 4
Snacks/Meals: 2
Safety: 3
Entertainment:3

Through comparing all three results, I found that 66.66% of the age groups find the staff
is good and scored a rating of 7/10 in terms of staff attire, attitude, willingness to assist
and knowledge of the product and services. Regarding the flight if it is on schedule on
takeoff/landing, 83.34% answered outstanding which is a rating of 10/10. The quality of
snacks, beverages and meals, 66.66% of the age groups answered good. In the flight
performance in term of safety (takeoff, landing, safety induction), 100% answered
outstanding. Moreover, for inflight entertainment facilities 66.66% answered outstanding.

A bar graph will be used to further analyze the data in details







Chi-squared testing

is that the age groups of customers in Etihad Airways is independent of customer satisfaction.

is that the age groups of customers in Etihad Airways is not independent of customer
satisfaction.

Outstanding (x=10)
Staff Take
off/landing
Snacks/meals Safety Entertainment Total
15-30 29 27 25 43 30 154
31-46 7 11 8 13 12 51
47-62 3 5 2 6 3

19
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
staff takeoff/landing snacks/meals safety entertainment
Bar graph on the percentage of people who answered
outstanding, good or average for Etihad airways
outstanding good average
Total 39 43 35 62 45 224

The degree of freedom can be calculated through using this equation f= (n) (m).
n: represents the number of rows
m: represents the number of columns
Therefore; f = (31) (51) = 8
The formula to find the Expected value is:
Expected value =



Table of expected values
The values will be rounded to two decimal places
The formula for Chi-squared is

, o represents the observed value and e represents

the expected value.
Outstanding (x=10)
Staff Take
off/landing
Snacks/meals Safety Entertainment Total
15-30 26.81 29.56 24.06 42.63 30.94 154
31-46 8.88 9.79 7.97 14.12 10.25 51
47-62 3.31 3.65 2.97 5.26 3.82

19
Total 39 43 35 62 45 224

2.53
Degrees of freedom =8
Ignoring 5% significance level, the critical value is 13.362

, so we accept the null hypothesis thus the age groups of customers in Etihad
Airways is independent of customer satisfaction.