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The Canmark Research Center Airport Customer Satisfaction Survey uses an online questionnaire to provide airlines and airports with customer satisfaction ratings for all aspects of the customers' flight experience (Airport Survey website

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The Canmark Research Center Airport Customer Satisfaction Survey uses an online questionnaire to provide airlines and airports with customer satisfaction ratings for all aspects of the customers' flight experience (Airport Survey website. January 2010). Af-ter completing a flight. customers receive an email asking them to go to the website and rate a variety of factors, including the reservation process, the check-in process, luggage policy, cleanliness of gate area. service by flight attendants, food/beverage selection, on-time arrival. and so on. A five-point scale. with Excellent (EL Very Good (V). Good IGL Fair (F). and Poor (P). is used to record the customer ratings for each survey question. Assume that passengers on a Delta Airlines flight from Myrtle Beach. South Carolina. to Atlanta. Georgia. provided the following ratings for the question. "Please rate the airline based on your overall experience with this flight." The sample ratings are shown below.