Chi-square tests

Figure 1. Chi-square tests for Store by Service satisfaction, controlling for Contact
Chi-square tests for Store by Service satisfaction, controlling for Contact

The chi-square test is performed separately for customers who did and did not have contact with a store representative.

The significance value of the test for customers who did not have contact is 0.052. This is suggestive, but not conclusive, evidence of a relationship between Store and Service satisfaction for these customers. While not directly related to the quality of service given by your employees, you might consider a separate analysis of these customers to determine if there is some other factor that accounts for this relationship.

The significance value of the test for customers who had contact with an employee is 0.012. Since this value is less than 0.05, you can conclude that the relationship observed in the crosstabulation is real and not due to chance.

While the chi-square test is useful for determining whether there is a relationship, it doesn't tell you the strength of the relationship. Symmetric measures attempt to quantify this.

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