NUST BUSINESS SCHOOLMBA 2K12 ASSIGNMENT COVER SHEET

GROUP MEMBERS:

Asim iqbal

Osama Farukh

Mubashir habib

Hafiz Ummar

Jawad Azim

Murad khalid

MODULE NAME: GMT 501 BUSINESS COMMUNICATION

SECTION A

TUTOR: DR SWALEHA NAQVI

ASSIGNMENT TITLE: Communication survey evaluation report

Date due: 2400 HRS on 31st Dec 2012

Date submitted: 31st Dec 2012

Work may be submitted before the due date;

Late work will be penalised by the lowering of your mark by 5% per day.

In completing the details on this cover sheet and submitting the assignment, you are doing so on the basis that this assignment is all your own work and that you have not borrowed or failed to acknowledge anyone else’s work

Please X this box if you agree to this statement

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CONTENTS

EXECUTIVE SUMMARY.........................................................................................................................4

INTRODUCTION.......................................................................................................................................6

Background of the study..........................................................................................................................6

History of organization............................................................................................................................7

Mission....................................................................................................................................................8

Products...................................................................................................................................................8

Limitations of the study...........................................................................................................................8

RESEARCH METHODOLOGY................................................................................................................9

Participants..............................................................................................................................................9

Data collection.........................................................................................................................................9

Questioner...............................................................................................................................................9

Procedure.................................................................................................................................................9

LITERATURE REVIEW..........................................................................................................................10

RESEARCH FINDINGS...........................................................................................................................12

INTERPRETATION OF THE FINDINGS...............................................................................................13

Section 1: Receiving information from others (question 1 through 26).................................................13

Section 2: Sending information to others (question 27 through 40).......................................................14

Section 3: Follow-up on information sent (question 41 through 50)......................................................15

Section 4: sources of information (question 51 through 68)..................................................................16

Section 5: timeliness of information received from key sources............................................................18

Section 6: Organizational communication relationships (question 75 through 93)................................19

Section 7: organizational outcomes (question 94 through 106).............................................................20

Section 8: channels of communication (question 107 through 122)......................................................20

RECOMMENDATIONS...........................................................................................................................22

CONCLUSION.........................................................................................................................................23

BIBLIOGRAPHY.....................................................................................................................................24

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TABLE OF FIGURES

Figure 1........................................................................................................................................................13

Figure 2........................................................................................................................................................14

Figure 3........................................................................................................................................................15

Figure 4........................................................................................................................................................16

Figure 5........................................................................................................................................................17

Figure 6........................................................................................................................................................18

Figure 7........................................................................................................................................................19

Figure 8........................................................................................................................................................20

Apendix 1.....................................................................................................................................................24

Apendix 2.....................................................................................................................................................28

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EXECUTIVE SUMMARY

This report provides an analysis and evaluation of the internal communication process being

carried out at Haidri beverages which is the sole selling agent of PEPSI co. in Rawalpindi and

Islamabad. A sample of 10 employees working at the marketing department was taken and a

standardized questionnaire having 122 close ended questions was used to gather the data. The

analysis of the data was done through descriptive statistics.There were some major constraints

faced during our study such as the limited time period, small sample size and low response level

of employees.

The result were interpreted into statistical form using descriptive statistical analysis

Questions Range

1-26 27-40 41-50 51-68 69-74 75-93 94-106 107-122

Odd 1.6 1.8 2.0 2.3 3.2 2.5 3.3 2.3

Even 4.1 4.1 4.6 4.3 4.1

Average of odd and even no. of questions for each given range. (See Appendix B)

The findings of the reports suggest that currently that organization is not performing well. There

are some major weaknesses in the internal communication that require more investigation and

actions taken by the management for improvement. After analyzing the results some major flaws

were identified in the communication process against which we have suggested some

recommendations, some of the major recommendations are mentioned here:

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Make interactive platforms such as wiki or social media pages having all the updated

information regarding organization that can be accessed by employees at any place and

time.

Frequent interaction between higher management and employees.

Employees should be consistently updated with what is expected from them.

Do not restrict input and the idea generation to higher management, give employees the

chance to contribute their ideas as well.

Enhance the sense of unity, consistently appreciate the efforts done by employees and

motivate them that their work is of great importance for the organizational success.

There should be a balance between use of informal and formal communication channels.

Use of memos and audio-visual media should be increased to improve the overall

effectiveness of the communication.

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INTRODUCTION

Background of the study

This report is compiled as a part of our Business communication module, the report evaluates the

findings of the survey done regarding the internal communication practices being carried out at

Haidri beverages (PEPSI co.)

The Survey was conducted through the visit to the marketing department of Haidri

beverages to fill out the standardized questionnaires given to us by our course instructor.

The major focus of the survey was internal communication among the marketing

department at Haidri beverages.

History of organization

The Haidri Beverages (Pvt) Limited is Pepsi’s sole selling agent for District Rawalpindi and

Islamabad. It was established in 1979 and is based in the CDA Industrial Triangle Islamabad. It

manages Bottling, distribution and selling functions of Pepsi in its region with a setup of

sophisticated manufacturing and storage plant in Rawalpindi and multiple production units each

having a large capacity. Haidri Beverages has departmentalized its operations in production,

shipping, HR, marketing and supply chain departments. We have conducted our survey on the

sales department in Islamabad.

Sales Department of Haidri beverages works under the main department of marketing and

headed by GM Sales and marketing. Sales operation are carried out by dividing the area in

regions, units, territories and areas. Head of sales, unit manager, territory manager and account

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development representative are responsible for these divisions respectively. Islamabad is a unit

and headed by a unit manager with a team of three territory managers and 12 ADRs.

There is a very intense competition between Pepsi and Coca Cola. As there is a strong primary

demand for both brands they try to win the competition by making the retailers as exclusive

seller or by giving incentives like annual discounts, bill boards, paints, chair tables etc. Pepsi’s

team of Islamabad is always up to the mark in achieving the sales targets but there is a negative

perception in retailers that they do not fulfill their promises according to the agreement. In

detailed discussions we have found that there is lack of coordination among different

departments due to which there is no clarity and a lot of confusion. Extrinsically motivated

employees achieve their sales targets but many other aspects of the quality are ignored which

may affect the company in long term.

Mission

"To exceed our customers” expectations in quality, delivery, and cost through continuous

improvement and customer interaction" (Haidri beverages)

Products

Pepsi

Mountain dew

7 up

Mirinda

Slice

Aquafina

Sting

(Haidri beverages)

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Limitations of the study

There were three basic constraints that were to be considered during our study. The first

one was the limited time factor during which the survey and report were to be finalized.

The second constraint was the limited sample size (N=10) that was considered for the

survey because the survey was to be done on a single organization and one department

which could provide only a limited number of respondents. And in the last another

problem faced during the survey was that employees were not willing to respond because

of the complexity and length of the questioner.

RESEARCH METHODOLOGY

Participants

The sample consisted of 10 respondents working at the marketing department of Haidri

beverages in capital territory Islamabad. The participants included both male and female, but the

ratio of male respondents was greater due to cultural issues.

Data collection

Questioners were used to gather data for the survey because they are more objective due

to their standardized format. Further questionnaire also helped us in quick collection of

information as we have limited time constraint. And they also proved to be quite easier to

interpret our results.

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Questioner

The questionnaire consisted of 122 close ended questions. Because they are easy to

analyze and interpret, whereas respondents also usually prefer to answer close ended

questions. The questionnaire is divided into eight different sections where each of the

section began with brief instruction.

Procedure

For conducting the survey we were given a standardized questionnaire by our course instructor.

The questionnaires were given to the respondents working in the marketing department of Haidri

beverages after a brief introduction of our study and a formal meeting with head of the

department. Keeping in mind the busy working schedule of employees and length of

questionnaire respondents were given enough time to fill out the questionnaire.

LITERATURE REVIEW

The term “communication audit” was first used by Odiorne(1954) as a description of the process

used to assess the accuracy of management’s perceptions of subordinates’ communication.

Communication audit methodologies advanced a general systems approach to the study of

organizational communication (Burgoon, 1982). Barnard (1938) who maintained that

communication was the very “heart” of the management process. The human relationships

movement of the 1940’s contributed significantly to the notion that communication in

organizations should be a two-way process. It emphasized the concern for employee attitudes

and satisfaction, stimulated research on employee involvement in decision making, the two-step

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flow of communication, and upward and downward communication flow complexity of his

make-up (Louis Allen 1986) (Rajhans, 2012).

Campbell and Pritchard (1976) define motivation as a set of independent and dependant

relationships that explains the direction, amplitude and persistence of an individual’s behaviour

holding constant the effects of aptitude, skills, understanding of a task and the constraints

operating in the work environment. Atkinson (1964) defines motivation as the contemporary

immediate influence on the direction, vigour and persistence of action (RICHARD M. STEERS,

2004).

In Nov 13, 2011, Jerry Ash accessed effective business communication is essential for the

success of any knowledge management organization. It must become the business tool that

provides continuity and interaction across a horizontal structure. With rare exception,

professional business communicators are unaware of the KM movement, the potential and need

for communication to move from the unconventional to the business core.

Dubrin (1997) have stated that “to hold the organization intact to perform its activities

communication plays a vital role”. Cole (1996) said that “the process of effective communication

is creating, transmitting and interpreting ideas, facts and feelings”. It is often stated as a network

that binds the entire workforce together to perform the activities within an organization. (Babita

Mukherjee, 2012)

Banks in Bangladesh now constitute the core of the country’s organized financial system (Islam

& Husain, 2001). They not only mobilize the savings of people but also channel the resources

towards different sectors of the economy (Islam & Husain, 2001). Thus banks can play a vital 10 | P a g e

role in fostering the economic and social condition of a country (Islam & Husain, 2001). From

the context of Bangladesh, financial sector reform in the country started in 1976 with

privatization of the banks (Ahmad & Khanal, 2007) and a rapid expansion of private banks has

taken place from the mid 1990s till present (Rahman, Gurung, & Saha, 2006). The banking

sector employs a significant number of employees - more than 110,000 people (Ahmad &

Khanal, 2007). As success of the business depends on effective communication (Timm & Jones,

1983), understanding the communication process of banks is crucial. Communication is the

process of meaningful interaction among persons in an organization, resulting in meaning being

perceived and understandings affected among such persons (Davar, 1979). Evidence of the

importance of communication in business is found in numerous surveys of executives, recruiters

and academicians (Lesikar, Flatley, Rentz, & Pande, 2009). Within proper communication

environment, message can be disrupted by a variety of communication barriers (Bovee, Thill, &

Chaturvedy, 2009). These barriers can distort the communication message and the entire

communication process may fail, which can result in business failures as well. According to

Helen and Alla (2011), efficient communication process can promote the positive image of the

banks and the improvement of communication process depends on the elimination of

communication barriers. Grasso, Golen, and Burns (2005) mentioned that better understanding of

communication barriers may help the business organizations to communicate more effectively

and improve their ability to promote more effective communication throughout the organization

(Sultana, 2012).

Researchers have hypothesized that increasing opportunities for interaction will lead to an

increase in actual interaction because students will ask more questions (Bauer & Rezabek, 1992;

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Boverie, 1997; Sholdt, Zhang & Fulford, 1995).Interpersonal interaction has been cited as the

crux of significant learning for nearly a century (Garrison, 1993; Stanford & Roark, 1974).

Learning theory indicates that students perform better and remember more when they interact

within the learning environment (Wagner, 1993). Moore (1989) held that interaction is the key

theoretical construct in distance education and distinguished between learner-content, learner-

instructor, and learner-learner interaction. Learners engage in an internal didactic conversation

(Holmberg, 1983) in order to master the content. Learner-instructor interaction is what

differentiates self-study from distance education. Learner-interface interaction, the concept of

interaction that occurs between the learner and technologies used to deliver instruction (Hillman,

Willis & Gunawardena, 1994) (Kathleen Dodge Kelsey).

RESEARCH FINDINGS

Questions Range

1-26 27-40 41-50 51-68 69-74 75-93 94-106 107-122

Odd 1.6 1.8 2.0 2.3 3.2 2.5 3.3 2.3

Even 4.1 4.1 4.6 4.3 4.1

Average of odd and even no. of questions for each given range. (See Appendix B)

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INTERPRETATION OF THE FINDINGS

Section 1: Receiving information from others (question 1 through 26)

Part 1 (Odd questions): This amount of information I receive now

Part 2(Even question): This is the amount of information I need to receive

Information I receive now Information I need to receive0

0.51

1.52

2.53

3.54

4.5

Receiving information from others

Figure 1

The mean score of 1.6 given to the first part of section by the respondents is between very little

and little which represent that the employee in the organization are not satisfied with the amount

of information provided to them regarding various topics in the organization i.e. how well they

are doing job, what are the organizational policies, how they are being judged.

Whereas in the second part of the section a high mean score of 4.1 was given by the respondents

which was obvious from the first part result that they are not given enough amount of

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information so they want to receive more information regarding various topics going on in the

organization.

A positive sign for the organization identified from the comparison of both the parts in this

section was that the employees were quite satisfied with amount of information given to them

regarding the mistakes and failure of the organization, which could be useful in a way that

employees are informed that what are the causes of failure for organization that are to be

improved in order to minimize the failure in future.

Section 2: Sending information to others (question 27 through 40)

Part 1: (Odd questions) this is the amount of information I send now

Part 2: (Even questioner) this is the amount of information I need to send

Information I send now Information I need to send0

0.51

1.52

2.53

3.54

4.5

Sending information to others

Figure 2

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For first part the respondents assigned low score and mean of the total score is 1.8 which

represent that the employees working in the organization are currently providing little amount of

information to others in the organization, whereas a positive thing for the organization is that

they assigned a high score of 4.1 to the amount of information they need to send, which may

represent that they actually want to share more information with others regarding the

organizational work. But it is up to the organization to provide them suitable environment and

motivate them so that they can be more participative in organizational matters.

Section 3: Follow-up on information sent (question 41 through 50)

Part 1: (Odd questions) this is amount of follow-up now

Part 2: (Even questions) this is the amount of follow-up needed

Follow-up now Follow-up needed0

0.51

1.52

2.53

3.54

4.55

Follow-up on information sent

Figure 3

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The mean score of 2 is calculated for the answers given by the respondents to part one of this

section which represent that employee think they are given a very little follow-up as a response

for the information they have sent .whereas the high mean score of 4.6 represents that they want

a greater response from others in the organization for the information they have sent to them.

A key concern for the organization here is that the respondent in part one of this section have

given a very low score to the top management which means that they are given very little follow-

up by their higher management whereas they actually want good amount of response from there

higher management which is represented by the amount of score assigned to this dimension in

part two of this section by the respondents.

Section 4: sources of information (question 51 through 68)

Part 1: (Odd questions) this is amount of information I receive now

Part 2: (Even questions) this is amount of information I need to receive

Information I receive now Information I need to receive0

0.51

1.52

2.53

3.54

4.5

Sources of information

Figure 4

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Unlike earlier sections here answers given by the respondents yielded a mean of 2.3 that is

slightly greater than the mean of answers given in earlier sections which represent that

employees have different sources from where they are receiving information. But again a low

score is given to higher management representing that they are not a source of information for

employees. In part two a higher mean of 4.3 is calculated meaning that they actually want more

amount of information from different type of sources.

An interesting point to be noted here is that respondents assigned high score to grapevine in both

part of this section which may represent that they are not provided enough amount of

information through formal channel of communication in the organization, so they prefer

informal sources to fulfill their information needs within the organization.

Section 5: timeliness of information received from key sources

Question 69 Question 70 Question 71 Question 72 Question 73 Question 740

0.51

1.52

2.53

3.54

4.55

Timeliness of information received from key sources

Figure 5

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As in earlier section here respondents have again given higher score to grapevine, subordinates

and coworkers for timely information provided to them, but lower score is assigned to middle

and top management. The final mean of all the answer in this section is 3.20 which represent that

up to some extent they are satisfied with timely information provided to them by different

sources.

Section 6: Organizational communication relationships (question 75 through 93)

QUESTIO

N 75

QUESTIO

N 76

QUESTIO

N 77

QUESTIO

N 78

QUESTIO

N 79

QUESTIO

N 80

QUESTIO

N 81

QUESTIO

N 82

QUESTIO

N 83

QUESTIO

N 84

QUESTIO

N 85

QUESTIO

N 86

QUESTIO

N 87

QUESTIO

N 88

QUESTIO

N 89

QUESTIO

N 90

QUESTIO

N 91

QUESTIO

N 92

QUESTIO

N 930

0.5

1

1.5

2

2.5

3

3.5

4

Organizational communication relationships

Figure 6

In this section a mean of 2.50 is yielded that represent that respondents do not have very good

relationship with others regarding organizational communication. A better score assigned to

coworkers and supervisor seems to represent a good relationship among employees, but again the

major concern is the low score assigned to top and middle management, also a low score

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assigned to dimension that I have a part in accomplishing my organizational goals is a major

concern as it may represent that employees think that they are not that important for

organization.

Section 7: organizational outcomes (question 94 through 106)

Question 94

Question 95

Question 96

Question 97

Question 98

Question 99

Question 100

Question 101

Question 102

Question 103

Question 104

Question 105

Question 106

0

0.5

1

1.5

2

2.5

3

3.5

4

Organizational outcomes

Figure 7

A mean of 3.25 is taken out from the answers given by the respondents to various question of

this section which represent that the employees are satisfied a bit above average from the

organization as a whole which is a good sign for the organization. In this section along with high

score assigned to different dimensions the respondents have also assigned a low score to various

dimensions like the progress and opportunities in the organization.

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Section 8: channels of communication (question 107 through 122)

Part 1: (Odd questions) this is the amount of information I receive now

Part 2: (Even questions) this is the amount of information I need to receive

Information I receive now Information I need to receive0

0.51

1.52

2.53

3.54

4.5

Channel of communication

Figure 8

For the first part of section 8 a mean of 2.3 is calculated, major point to be noted here is that

respondents have given a better score to face to face and telephone contacts, whereas a very low

score is assigned to other channels of communication like memos, publication, and audio visual

media. Which represent that organization is not focusing on written and other rich audio visual

media for their communication purpose and thus effectiveness of the channels of communication

currently being used at the organization may create various problems.

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RECOMMENDATIONS

According to the findings of the survey we have tried to come up with recommendations for

Haidri beverages that could be helpful for them in improving their internal organizational

communication.

The higher management should formulate such a system that employees are consistently

updated with the information regarding different topics in the organization.

Develop a culture where employees at different levels interact and share information

regarding key issues in the organization.

As organization is suffering from lack of information sharing they should make a

interactive platform such as wiki or social media pages having all the updated

information regarding organization that can be accessed by employees at any place and

time.

As employee seems to be relatively dissatisfied with the amount of information and

follow-up provided by the higher management, organization must ensure a weekly or

monthly meeting or some other medium where employees could frequently interact with

higher management and inform them about their major issues.

Employees should be consistently updated with what is expected from them.

“Actions speak louder than words” the higher management should come up as a role

model, so that employees are motivated to interact and participate more and more in

organizational matters.

Do not restrict input and the idea generation to higher management; rather give lower

level employees the chance to contribute their ideas as well.21 | P a g e

Enhance the sense of unity, consistently appreciate the efforts done by employees and

motivate them that their work is of great importance for the organizational success.

There should be a balance between use of informal and formal communication channels,

the grapevine should be minimized.

Use of internal communication channels other than face to face contact and telephone,

such as memos and audio-visual media should be increased to improve the overall

effectiveness of the communication.

CONCLUSION

The major purpose of effective and efficient internal communication is to make a successful

organization .In today’s competitive world and rapidly changing business environment the key to

the success for an organization is the internal communication. It would take a great amount of

effort and time to improve the communication within the organization, but in long run the

benefits achieved from the improved internal communication would be far greater than the

efforts and time spent on improving it. An organization should develop such a communication

system which involves all the employees and minimize the barriers to run the communication

process smoothly.

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BIBLIOGRAPHY

Babita Mukherjee, A. M. (2012). The Role of Business Communication in Knowledge Management .

Ninth AIMS International Conference on Management , 2-2.

Burgoon, M. (1982). The use of fractionation scales for communication audits. New jersey: International

communication association.

Haidri beverages. (n.d.). Retrieved december 30, 2012, from Haidri beverages website:

http://www.haidribev.com/point/

Haidri beverages. (n.d.). Retrieved december 30, 2012, from Haidri beverages website:

http://www.haidribev.com/point/products.html

Kathleen Dodge Kelsey, H. D. (n.d.). A CASE STUDY OF BARRIERS TO INTERACTION IN

DISTANCE EDUCATION2. 1-1.

Rajhans, K. (2012). Effective Organizational Communication: a Key to Employee . Interscience

Management Review , 1-2.

RICHARD M. STEERS, R. T. (2004). THE FUTURE OF WORK MOTIVATION THEORY. Academy

of Management Review , 1-1.

Sultana, N. A. (2012). Exploring the communication barriers in private. International Journal of

Research Studies in Management , 2-2.

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Appendix A

Mean Value Calculation for each Question

Q#Respondents

Avg.1 2 3 4 5 6 7 8 9 10

1 2 2 3 1 2 3 2 1 2 2 2.02 3 4 4 5 3 5 5 4 4 5 4.03 2 1 1 1 1 1 2 2 2 2 1.54 4 3 3 4 2 2 3 4 2 3 3.05 2 1 1 2 1 1 1 2 3 1 1.56 4 4 5 5 5 3 4 5 5 5 4.57 1 1 1 1 2 2 1 1 1 1 1.28 5 5 4 4 4 4 4 5 5 5 4.59 1 1 2 1 1 2 1 1 2 1 1.310 3 3 4 5 4 5 5 5 5 5 4.411 3 2 4 5 4 5 4 4 4 5 4.012 4 5 4 5 5 3 4 5 5 5 4.513 1 2 1 1 2 1 1 1 1 missing 1.214 5 4 4 3 5 4 3 5 4 4 4.115 1 2 1 2 1 1 1 2 1 1 1.316 2 5 5 5 4 3 5 5 4 3 4.117 2 1 1 1 1 1 2 2 2 2 1.518 4 3 3 4 2 2 3 4 2 3 3.019 2 1 1 2 1 1 1 2 3 1 1.520 4 4 5 5 5 3 4 5 5 5 4.521 1 1 1 1 2 2 1 1 1 1 1.222 5 5 4 4 4 4 4 5 5 5 4.523 1 1 2 1 1 2 1 1 2 1 1.324 3 3 4 5 4 5 5 5 5 5 4.425 2 1 3 1 2 1 1 1 1 1 1.426 4 5 4 5 5 4 4 3 3 4 4.127 2 2 3 1 2 3 2 1 2 2 2.028 3 4 4 4 3 5 5 4 4 5 4.129 2 1 1 1 1 1 1 1 2 2 1.330 4 3 3 4 2 2 3 4 2 3 3.031 2 1 1 2 1 1 1 2 3 1 1.5

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32 4 4 5 5 5 3 4 5 5 5 4.533 1 1 1 1 2 2 1 1 1 1 1.234 5 5 4 4 4 4 4 4 4 4 4.235 1 1 2 1 1 1 1 1 2 1 1.236 3 3 4 5 4 4 5 5 5 5 4.337 3 2 4 4 4 5 4 4 4 5 3.938 4 5 4 5 5 3 4 5 4 5 4.439 1 2 1 1 2 1 1 1 1 2 1.340 5 4 4 3 5 4 5 5 4 4 4.341 2 2 3 2 2 3 2 4 2 2 2.442 3 5 5 5 5 5 5 4 5 5 4.743 2 1 3 1 2 1 2 2 2 2 1.844 4 5 5 4 2 4 5 4 2 3 3.845 2 1 1 2 1 1 2 2 3 4 1.946 4 5 5 5 5 5 4 5 5 5 4.847 1 1 1 4 2 2 2 3 1 1 1.848 5 5 4 5 4 5 5 5 5 5 4.849 1 1 2 4 3 2 2 4 2 1 2.250 3 5 4 5 5 5 5 5 5 5 4.751 2 2 3 4 2 3 2 3 2 2 2.552 3 4 4 4 5 5 5 4 4 5 4.353 2 1 1 1 1 1 1 1 2 2 1.354 4 3 5 4 5 2 3 4 2 3 3.555 2 1 1 2 3 1 4 2 3 1 2.056 4 4 5 5 5 3 4 5 5 5 4.557 3 1 4 1 2 2 1 1 1 1 1.758 5 5 4 4 4 4 4 4 4 4 4.259 1 1 2 1 3 4 1 4 2 1 2.060 3 3 4 5 4 4 5 5 5 5 4.361 3 2 4 4 4 5 4 4 4 5 3.962 4 5 4 5 5 3 4 5 4 5 4.463 1 2 1 1 2 2 4 3 1 2 1.964 5 4 4 3 5 4 5 5 4 4 4.365 2 1 1 1 1 1 1 1 missing 1 1.166 4 5 5 5 5 5 5 4 5 5 4.867 5 4 3 5 4 5 4 5 4 2 4.168 4 5 5 4 2 4 5 4 5 3 4.1

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69 5 4 4 5 3 4 3 5 4 2 3.970 5 3 3 4 5 3 5 5 4 4 4.171 2 2 3 5 2 3 2 5 2 2 2.872 3 2 1 1 1 2 3 1 2 2 1.873 1 1 3 2 2 2 2 1 1 2 1.774 4 5 5 4 5 5 5 4 5 4 4.675 2 2 3 1 2 3 2 1 2 2 2.076 2 1 1 1 1 1 2 2 2 2 1.577 2 1 1 2 1 1 1 2 3 1 1.578 1 1 1 1 2 2 1 1 1 1 1.279 1 1 2 1 1 2 1 1 2 1 1.380 3 2 4 5 4 5 4 4 4 5 4.081 1 2 3 2 3 2 3 2 3 1 2.282 4 3 3 4 2 2 3 4 2 3 3.083 3 4 2 1 2 2 3 2 3 4 2.684 3 3 4 5 4 5 3 2 3 4 3.685 2 2 3 2 2 3 2 3 2 2 2.386 3 2 1 2 4 2 3 2 2 1 2.287 1 2 1 1 1 2 1 1 1 1 1.288 2 2 3 4 2 3 2 3 2 2 2.589 2 3 1 2 3 5 4 2 3 1 2.690 3 2 4 4 4 5 4 4 4 5 3.991 1 2 1 1 2 2 4 5 4 2 2.492 5 4 4 5 3 4 3 5 4 2 3.993 2 2 3 5 2 3 2 5 2 2 2.894 3 4 4 2 3 5 5 4 4 5 3.995 3 3 4 5 4 5 2 4 3 2 3.596 2 1 1 2 2 1 3 4 3 1 2.097 4 3 3 4 2 2 3 4 2 3 3.098 3 3 4 5 4 2 3 4 3 5 3.699 5 5 4 4 4 3 4 2 2 4 3.7100 1 2 3 2 1 3 2 1 2 2 1.9101 4 5 5 4 2 4 5 4 2 3 3.8102 3 4 4 4 3 3 2 4 4 5 3.6103 4 5 4 4 4 4 4 3 2 4 3.8104 3 4 4 2 3 4 3 5 4 2 3.4105 2 2 3 5 2 3 2 5 2 2 2.8

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106 2 3 5 2 4 5 3 2 3 4 3.3107 4 3 5 4 5 5 4 5 5 4 4.4108 2 5 5 5 4 3 5 5 4 3 4.1109 3 4 5 4 3 5 4 4 5 3 4.0110 4 3 3 4 2 2 3 4 2 3 3.0111 2 4 3 5 3 4 2 3 2 3 3.1112 4 4 5 5 5 3 4 5 5 5 4.5113 1 1 1 2 1 1 1 1 1 2 1.2114 5 5 4 4 4 4 4 5 5 5 4.5115 2 2 1 1 1 2 3 1 3 2 1.8116 3 3 4 5 4 5 5 5 5 5 4.4117 2 1 2 1 2 1 1 1 1 1 1.3118 4 5 4 5 5 4 4 3 3 4 4.1119 2 1 2 1 2 1 2 1 2 1 1.5120 3 4 4 4 3 5 5 4 4 5 4.1121 2 1 1 1 1 1 1 1 2 2 1.3122 4 4 4 4 4 4 4 3 4 4 3.9

27 | P a g e

Appendix B

Mean Value Calculation for each type of Range (Odd & Even Comparison)

Q#

Respondents

Avg. }

Rang

e

Avg.1 2 3 4 5 6 7 8 9 10

1 2 2 3 1 2 3 2 1 2 2 2.0

1.6

3 2 1 1 1 1 1 2 2 2 2 1.5

5 2 1 1 2 1 1 1 2 3 1 1.5

7 1 1 1 1 2 2 1 1 1 1 1.2

9 1 1 2 1 1 2 1 1 2 1 1.3

11 3 2 4 5 4 5 4 4 4 5 4.0

13 1 2 1 1 2 1 1 1 1missin

g1.2

15 1 2 1 2 1 1 1 2 1 1 1.3

17 2 1 1 1 1 1 2 2 2 2 1.5

19 2 1 1 2 1 1 1 2 3 1 1.5

21 1 1 1 1 2 2 1 1 1 1 1.2

23 1 1 2 1 1 2 1 1 2 1 1.3

25 2 1 3 1 2 1 1 1 1 1 1.4

2 3 4 4 5 3 5 5 4 4 5 4.0

4.14 4 3 3 4 2 2 3 4 2 3 3.0

6 4 4 5 5 5 3 4 5 5 5 4.5

8 5 5 4 4 4 4 4 5 5 5 4.5

28 | P a g e

10 3 3 4 5 4 5 5 5 5 5 4.4

12 4 5 4 5 5 3 4 5 5 5 4.5

14 5 4 4 3 5 4 3 5 4 4 4.1

16 2 5 5 5 4 3 5 5 4 3 4.1

18 4 3 3 4 2 2 3 4 2 3 3.0

20 4 4 5 5 5 3 4 5 5 5 4.5

22 5 5 4 4 4 4 4 5 5 5 4.5

24 3 3 4 5 4 5 5 5 5 5 4.4

26 4 5 4 5 5 4 4 3 3 4 4.1

27 2 2 3 1 2 3 2 1 2 2 2.0

1.8

29 2 1 1 1 1 1 1 1 2 2 1.3

31 2 1 1 2 1 1 1 2 3 1 1.5

33 1 1 1 1 2 2 1 1 1 1 1.2

35 1 1 2 1 1 1 1 1 2 1 1.2

37 3 2 4 4 4 5 4 4 4 5 3.9

39 1 2 1 1 2 1 1 1 1 2 1.3

28 3 4 4 4 3 5 5 4 4 5 4.1

4.1

30 4 3 3 4 2 2 3 4 2 3 3.0

32 4 4 5 5 5 3 4 5 5 5 4.5

34 5 5 4 4 4 4 4 4 4 4 4.2

36 3 3 4 5 4 4 5 5 5 5 4.3

38 4 5 4 5 5 3 4 5 4 5 4.4

40 5 4 4 3 5 4 5 5 4 4 4.3

41 2 2 3 2 2 3 2 4 2 2 2.4

2.0

43 2 1 3 1 2 1 2 2 2 2 1.8

45 2 1 1 2 1 1 2 2 3 4 1.9

47 1 1 1 4 2 2 2 3 1 1 1.8

49 1 1 2 4 3 2 2 4 2 1 2.2

42 3 5 5 5 5 5 5 4 5 5 4.7 4.6

29 | P a g e

44 4 5 5 4 2 4 5 4 2 3 3.8

46 4 5 5 5 5 5 4 5 5 5 4.8

48 5 5 4 5 4 5 5 5 5 5 4.8

50 3 5 4 5 5 5 5 5 5 5 4.7

51 2 2 3 4 2 3 2 3 2 2 2.5

2.3

53 2 1 1 1 1 1 1 1 2 2 1.3

55 2 1 1 2 3 1 4 2 3 1 2.0

57 3 1 4 1 2 2 1 1 1 1 1.7

59 1 1 2 1 3 4 1 4 2 1 2.0

61 3 2 4 4 4 5 4 4 4 5 3.9

63 1 2 1 1 2 2 4 3 1 2 1.9

65 2 1 1 1 1 1 1 1missin

g1 1.1

67 5 4 3 5 4 5 4 5 4 2 4.1

52 3 4 4 4 5 5 5 4 4 5 4.3

4.3

54 4 3 5 4 5 2 3 4 2 3 3.5

56 4 4 5 5 5 3 4 5 5 5 4.5

58 5 5 4 4 4 4 4 4 4 4 4.2

60 3 3 4 5 4 4 5 5 5 5 4.3

62 4 5 4 5 5 3 4 5 4 5 4.4

64 5 4 4 3 5 4 5 5 4 4 4.3

66 4 5 5 5 5 5 5 4 5 5 4.8

68 4 5 5 4 2 4 5 4 5 3 4.1

69 5 4 4 5 3 4 3 5 4 2 3.9

3.2

70 5 3 3 4 5 3 5 5 4 4 4.1

71 2 2 3 5 2 3 2 5 2 2 2.8

72 3 2 1 1 1 2 3 1 2 2 1.8

73 1 1 3 2 2 2 2 1 1 2 1.7

74 4 5 5 4 5 5 5 4 5 4 4.6

30 | P a g e

75 2 2 3 1 2 3 2 1 2 2 2.0

2.5

76 2 1 1 1 1 1 2 2 2 2 1.5

77 2 1 1 2 1 1 1 2 3 1 1.5

78 1 1 1 1 2 2 1 1 1 1 1.2

79 1 1 2 1 1 2 1 1 2 1 1.3

80 3 2 4 5 4 5 4 4 4 5 4.0

81 1 2 3 2 3 2 3 2 3 1 2.2

82 4 3 3 4 2 2 3 4 2 3 3.0

83 3 4 2 1 2 2 3 2 3 4 2.6

84 3 3 4 5 4 5 3 2 3 4 3.6

85 2 2 3 2 2 3 2 3 2 2 2.3

86 3 2 1 2 4 2 3 2 2 1 2.2

87 1 2 1 1 1 2 1 1 1 1 1.2

88 2 2 3 4 2 3 2 3 2 2 2.5

89 2 3 1 2 3 5 4 2 3 1 2.6

90 3 2 4 4 4 5 4 4 4 5 3.9

91 1 2 1 1 2 2 4 5 4 2 2.4

92 5 4 4 5 3 4 3 5 4 2 3.9

93 2 2 3 5 2 3 2 5 2 2 2.8

94 3 4 4 2 3 5 5 4 4 5 3.9 3.3

95 3 3 4 5 4 5 2 4 3 2 3.5

96 2 1 1 2 2 1 3 4 3 1 2.0

97 4 3 3 4 2 2 3 4 2 3 3.0

98 3 3 4 5 4 2 3 4 3 5 3.6

99 5 5 4 4 4 3 4 2 2 4 3.7

100 1 2 3 2 1 3 2 1 2 2 1.9

101 4 5 5 4 2 4 5 4 2 3 3.8

102 3 4 4 4 3 3 2 4 4 5 3.6

103 4 5 4 4 4 4 4 3 2 4 3.8

104 3 4 4 2 3 4 3 5 4 2 3.431 | P a g e

105 2 2 3 5 2 3 2 5 2 2 2.8

106 2 3 5 2 4 5 3 2 3 4 3.3

107 4 3 5 4 5 5 4 5 5 4 4.4

2.3

109 3 4 5 4 3 5 4 4 5 3 4.0

111 2 4 3 5 3 4 2 3 2 3 3.1

113 1 1 1 2 1 1 1 1 1 2 1.2

115 2 2 1 1 1 2 3 1 3 2 1.8

117 2 1 2 1 2 1 1 1 1 1 1.3

119 2 1 2 1 2 1 2 1 2 1 1.5

121 2 1 1 1 1 1 1 1 2 2 1.3

108 2 5 5 5 4 3 5 5 4 3 4.1

4.1

110 4 3 3 4 2 2 3 4 2 3 3.0

112 4 4 5 5 5 3 4 5 5 5 4.5

114 5 5 4 4 4 4 4 5 5 5 4.5

116 3 3 4 5 4 5 5 5 5 5 4.4

118 4 5 4 5 5 4 4 3 3 4 4.1

120 3 4 4 4 3 5 5 4 4 5 4.1

122 4 4 4 4 4 4 4 3 4 4 3.9

32 | P a g e