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Step 1: Process the information from the data
Taking a Stance
Before you start writing, there are several points that you might want to consider. The table below suggests sequence of questions that you could ask. These questions could help you organise your answer in a concise and effective way.
What is the data about? |
Customers’ level of satisfaction of services provided by a government agency |
Introduction |
What is the general trend that you could detect? |
Customer satisfaction levels are divided across income groups and gender. |
Overview |
What are the most important information worth highlighting? |
- Middle income groups (males & females) in general not satisfied
- Higher income groups (> RM5000) are satisfied
- Lowest income group more satisfied than middle income groups
- Women gave lower ratings than men
- Staff willingness to help get low ratings
- Positive ratings for their job competence (items 3 &5)
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Analysis and Synthesis |
What could be concluded from the information presented? |
Government agency could improve on their service deliveries to satisfy all sorts of customers |
Conclusion |
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