Assessment 3 Risk and Technology

This report discusses the risk and technology involved in QET, an online travel agency. It includes statistical analysis, problem areas in the current booking system, and recommendations for implementing automation solutions.

Assessment 3 Risk and Technology

Table of Contents
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
Task 1...........................................................................................................................................3
Task 2...........................................................................................................................................6
Task 3...........................................................................................................................................6
Task 4...........................................................................................................................................7
PART B...........................................................................................................................................7
PART C...........................................................................................................................................8
Task 6...........................................................................................................................................8
TASK 7........................................................................................................................................9
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
The present report has been based on QET which is a travel agency that allow the customer
to book tickets through online sites. Along with this, the study will be divided into 4 part such as
in A it will be discussing about numerical analysis of data base and analysis the relation between
customer satisfaction and refund time. Moreover, in Part B the study will be focusing on
problem areas in QET in current booking system. The study in Part C will depict about relation
to implementing automation solutions. Lastly, in section D the study will provide appropriate
recommendation so that it can enhance their solution.
PART A
Task 1
Regression test
Null hypothesis: There is no significant relationship between the mean value of refund time and
net promotor, customer satisfaction.
Alternative Hypothesis: There is a significant relationship between the mean value of refund
time and net promotor, customer satisfaction.
SUMMARY OUTPUT
Regression Statistics
Multiple R 0.744408
R Square 0.554144
Adjusted R Square 0.553249
Standard Error 1.978607
Observations 1000
ANOVA
df SS MS F
Significance
F
Regression 2 4851.115
2425.55
8
619.573
1 1.3295E-175
Residual 997 3903.141
3.91488
5
Total 999 8754.256

Coefficient
s
Standard
Error t Stat P-value
Lower
95%
Upper
95%
Lower
95.0%
Upper
95.0%
Intercept 7.91613 0.198954 39.78878 4.5E-208 7.525713 8.306546 7.525713 8.306546
Net
Promoter
Score -1.11975 0.048972 -22.865 2.3E-93
-
1.215851 -1.02365 -1.21585 -1.02365
Customer
Satisfaction 0.251301 0.066828 3.760421 0.000179 0.120162 0.382441 0.120162 0.382441
T-Test
H0: There is no difference in the business travelers refund times and leisure traveler refund
times.
H1: There is a difference in the business travelers refund times and leisure traveler refund times.
Group Statistics
businesstravel N Mean Std. Deviation Std. Error
Mean
refundtime 1.00 488 1.8012 3.10319 .14047
2.00 512 1.3848 2.80522 .12397
Independent Samples Test
Levene's
Test for
Equality of
Variances
t-test for Equality of Means

F Sig. t df Sig.
(2-
tailed)
Mean
Difference
Std. Error
Difference
95%
Confidence
Interval of the
Difference
Lower Upper
refund
time
Equal
variances
assumed
14.745 .000 2.228 998 .026 .41646 .18691 .04969 .78324
Equal
variances
not
assumed
2.223 976.496 .026 .41646 .18736 .04879 .78413
Null hypothesis: There is no difference between the customers who book through the app would
be more likely to recommend QET to others compared to customers who book through the
website.
Alternative hypothesis: There is a difference between the customers who book through the app
would be more likely to recommend QET to others compared to customers who book through
the website.
Group Statistics
businesstravel N Mean Std. Deviation Std. Error
Mean
bookingchannel 1.00 488 1.4816 .50017 .02264
2.00 512 1.4824 .50018 .02211
Independent Samples Test

Levene's
Test for
Equality of
Variances
t-test for Equality of Means
F Sig. t df Sig.
(2-
tailed)
Mean
Difference
Std. Error
Difference
95%
Confidence
Interval of the
Difference
Lower Upper
booking
channel
Equal
variances
assumed
.003 .956 -.02
7 998 .978 -.00086 .03164 -.0629
6 .06123
Equal
variances
not
assumed
-.02
7 995.701 .978 -.00086 .03164 -.0629
6 .06123
Task 2
There are two different approaches used for Task 1 in order to answer the questions which
include regression that helps to analyse the relationship between the variable and this help to
examine which variable is highly associated with it (Amrhein, Trafimow and Greenland, 2019).
Another approach used in this task is related to independent sample t test that assist to examine
the different between the variable so that appropriate analysis can be perfumed.
Task 3
Through the statistical analysis, it has been identified that the mean of net promoter score
is 6.68 and 50% of them stated that they are likely to have booking platforms to their peers.
Whereas, it can be stated that majority of them stated that they do not know about the same.
Also, the mean time of refund takes to process is 6 days and most of them stated that QET took 4
days to refund the amount (Cronk, 2020). Whereas, majority of the customers are moderate
satisfied with the service offered by the company. Also, the same has been identified with the
brand trust of the company because 50% of the selected audience stated that they are somehow
satisfied with the brand.
In addition to this, the regression test entails that there is significance relationship between
the net promotor and refund time because the value of p is lower than 0.05. Also, the regression

statistics stated that there is high association between the variable and 55% changes has been
identified when the value refund time changes (Pyrczak and Oh, 2018). On the other side, under
independent sample t-test it has been identified that there is a difference between the business
travellers refund times and leisure traveller refund times because the value of p (0.00 < 0.05)
which entails that alternative hypothesis is accepted over other.
Whereas as per the third hypothesis it has been identified that null hypothesis accepted
over other because the value of p is greater than standard criteria and that is why, it can be stated
that the customers who book through the app would not be more likely to recommended QET to
others as compared to customers who book through website (Hernán, Hsu and Healy, 2019).
Further, acceptable refund time for cancelled booking is 10 days (as shown in statistics).
Task 4
Dashboard
PART B
QET is one of the famous company in travelling and it offer customer online functionality
like booking platform that helps them in booking the flight online for travel option. Along with
this, the booking platform of the company allow the customer to compare flight from various
sources across the internet through online travel agent form the airlines. Along with this, it has
feature that allow customers to look for the cheapest flight from and airport to particular date and
at specific price. Thus, it can have been seen from the case study that organization has good
brand image as it provides various feature to their customer. It attracts lots of consumer because
it eliminates the need to browse multiple web page so that it can compare and find the best
option available on internet. Moreover, the booking process is very cost effective and less time
consuming as well as it creates book through QET account (Polinkevych and et.al., 2021).
So the company give their customer greater experience which has helped the organization in
increasing their brand name in local and international market area. The booking process of the
company include flight search, reservation and other services like payment and booking. In
addition to this, to search for the flight customer has to enter their parameter on QET website or
application.
The organization make use of GDS network system that allows to search for display
flight matching customer parameters as well as connects to the data base of third party like

airlines or air travel provider. One of the major issue faced by company ha poor refund system
and due to that it loses potential customer. Most of their audience has complaint about the
company that there refund approximately take 6 days and it is very long time (Lei and et.al.,
2020). However, the amount should be refunded in 48 hours so that customer is satisfied with
the services. Although due to this poor service there are high chance that consumer will shift
their preferences to other organization (Lei and et.al., 2020). Thus, in order to bit the competition
and to increase their loyalty QET has to make use of effective payment system such as it can
open a separate department of checking for cancel and refund of the amount as it will help in
reducing the confusion as well as to provide them with quality service. Although in order to
keeping the customer happy company need to listen to them first so to understand their problem
better as it will contribute in finding proactive solution to the issues. Another approach that
company can make use of right software as it will help in making the process easy and efficient.
It can keep them pleasant by providing them offer and discount on future service if there is delay
in project this will contribute in crating positive impact on them.
In addition to this, another issues that has been faced by the customer is that QET do not
allow their consumer to book their tickets through application and it prefer website over them.
Due to this the company is not able to enhance their marketing strategies and customer loyalty.
Although the motive behind this is that QTE wants to remove the chaos and it require huge
human resources for dealing with it (Sun and Sosnoff, 2018). Moreover, it is to be suggested to
firm that it should make use of loyalty app as it helps in attracting customer as well as allow
them to rate the service of company. Nowadays consumer generally prefer application more as
compare to website as it is easy to use and less confusing. So QTE has to make use of the
application in order to increase their customer experience in positive manner.
PART C
Task 6
The CEO of the company was happy to make use of the automation solution as it will contribute
in making the functional unit of the company more efficient. Along with this, it has been found
that CEO was worried that it may negatively affected the customer experience in long term.
Along with this, it has been suggested to company that it should make use of artificial
intelligence capabilities in order to increase the growth of the organization. In addition to this,

the top management was concerned about the use of robotic staff as it might be every expensive
for the organization and process of implementing is very complex. Moreover, CEO wanted to
reduce total number of permanent employee that are involved in manual task as well as it will
also contribute in reducing the expense of salaries and wages (Wellmann and et.al., 2020). In
addition to this, the company needs to hire IT expert in order to monitor the security and the
compliance process as their current staff is mainly involved in financial process. Although the
CEO of the company was expecting some things of automation solution such as the payment by
customer will only be accepted till vendor has not confirmed that requested flight has been
available. This will contribute in managing the refund process as well as improve the brand
image of the company in front of customer.
Furthermore, the top management has been thinking that it would be great if use of automation
solution can be use in other functional unit of business such as HR and finance. Along with this,
the implementation of solution will help in cost saving in the coming year but later it will be
requiring finance and time for upgrading the version. However, organization will be spending
finance on marketing campaign as it will improve automated booking as well as ensure about
customer satisfaction and it will contribute in meeting revenue forecaster for the present year
(Bolton and et.al., 2018). Thus, CEO of the organization has positive view about making use of
virtual assistance and modern standard. Apparently these aspects can easily be implemented in
the company as it is not very expensive so such technology can be considering while
implementing the solution.
Moreover, the organization has to build the IT infrastructure as there present is very rigid but
automate is simple and rule based task. The company need to follow data privacy ethics in order
to maintain the privacy of customer information. Along with this, when the audience will know
that their information has been protected then it will build the trust in the company as well as
increase the customer experience. Moreover, this can be major ethical issues as there is high
chance of hacking of data by the hackers which will affect the reputation of firm. In addition to
this, there has been flow of information on various sites nowadays so it is important for the
organization to protect them through following the Data Privacy act.

TASK 7
QET in order to make use of automation solution need to develop good infrastructure so that it
is able to work more effectively. Along with this, it might be facing issue related to finance as
designing IT system requires lot of money and time as well an expert. Currently the organization
is facing shortage of IT experts so it is to be suggested that organization need to setup
appropriate hiring system. Although it can make use of digital marketing sites in order to
advertise about the company vacancy so that it can find appropriate candidate that can contribute
in success of company (Vo and et.al., 2021). Along with this, for dealing with the issues of
finance it can take loan from banks or family members in order to invest in developing IT
infrastructure. In addition to this, the company is facing by the company is that it need to
integrate with air travel providers so that it can meet up with new changes.
Although collaboration with air travel need to be made so that effective use of automation
solution. Moreover, the organization can make use of CRM tool as it refers to strategy and
techniques that is used by company in order to retain their customer. Along with this, QET aims
is to build good customer experience and to build profit of the company. Thus, this tool will help
the organization to interact with consumer as well as it can collect information of audience
through various channels. It also stores data related to their purchase history, personal and there
purchasing behaviour pattern. (Zhang, Ramanathan and Maheswari, 2021) Implementing this
tool will help company to increase their sales, marketing and service management as well as
focus on building healthy relation. However, with help of professional CRM it is easier to find
new customer and win their trust through providing them with additional service relationship.
There is various benefit for the company such as it maintained centralized data base across sale
organization. It allows cross team to access the information which helps in managing the needs
of the customer. CRM contributes in saving the time of organization as they are available on
sites easily. It has been found that when company produce services according to customer that
helps in building healthy relation with them as well as make them stick to organization for longer
period of time. In addition to this, it manages all communication and interaction with the
audience such as external and internal prospect. It helps in tracking all part of the customer
purchasing journey like email, phone call a more (Donner and et.al., 2021). Most important it
helps in segmentation of customer which allow the organization to focus on specific audience. If
company is able to segment their customer, then it will contribute in increasing their sales in

effective manner. Thus, QET can make use of such automation tools in order to sustain in the
competitive market as well as to improve their productivity.
CONCLUSION
From the above report it has been concluded that QET has good brand image in the market as it
makes use of various advance technology in order make their business successful. The report
has summarized that through infringe static it has been analysed that there has been relation
between refund time and customer satisfaction. Along with this, Part B of the report has
summarized about the issues which has been face by company like refund problem and not
making use of application. In the part C the study has summarized on the way company has
implemented automation solution and the way it has identified areas of problem. The last part
has depicted about the recommendation that will contribute in making effective use of
Automation solution.

REFERENCES
Books and journals
Amrhein, V., Trafimow, D. and Greenland, S., 2019. Inferential statistics as descriptive statistics:
There is no replication crisis if we don’t expect replication. The American
Statistician. 73(sup1). pp.262-270.
Bolton, C. and et.al., 2018. The power of human–machine collaboration: Artificial intelligence,
business automation, and the smart economy. Economics, Management, and Financial
Markets. 13(4). pp.51-56.
Collaboration, X.E.N.O.N. and et.al., 2019. XENON1T dark matter data analysis: Signal and
background models and statistical inference. Physical Review D. 99(11). p.112009.
Cronk, B.C., 2020. How to use PASW® statistics: A step-by-step guide to analysis and
interpretation. Routledge.
Donner, M. and et.al., 2021. Critical success and risk factors for circular business models
valorising agricultural waste and by-products. Resources, Conservation and
Recycling. 165. p.105236.
Hernán, M.A., Hsu, J. and Healy, B., 2019. A second chance to get causal inference right: a
classification of data science tasks. Chance. 32(1). pp.42-49.
Ivanov, D., Dolgui, A. and Sokolov, B., 2019. The impact of digital technology and Industry 4.0
on the ripple effect and supply chain risk analytics. International Journal of Production
Research. 57(3). pp.829-846.
König, M. and et.al., 2020, September. Integrating robotic process automation into business
process management. In International Conference on Business Process
Management (pp. 132-146). Springer, Cham.
Lei, M. and et.al., 2020. Research on the construction risk control technology of shield tunnel
underneath an operational railway in sand pebble formation: a case study. European journal of
environmental and civil engineering. 24(10). pp.1558-1572.
Meechang, K. and et.al., 2020. The acceptance of using information technology for disaster risk
management: A systematic review. Engineering Journal. 24(4). pp.111-132.
1

Polinkevych, O. and et.al., 2021. Business risk management in times of crises and
pandemics. Montenegrin Journal of Economics. 17(3). pp.99-110.
Pyrczak, F. and Oh, D.M., 2018. Making sense of statistics: A conceptual overview. Routledge.
Sun, R. and Sosnoff, J. J., 2018. Novel sensing technology in fall risk assessment in older adults:
a systematic review. BMC geriatrics. 18(1). pp.1-10.
Uskenbayeva, R.K. and et.al., 2018, October. Basics of creating platforms for automation of
business processes of logistics. In 2018 18th International Conference on Control,
Automation and Systems (ICCAS) (pp. 1265-1271). IEEE.
Vanlauwe, B. and et.al., 2019. Beyond averages: new approaches to understand heterogeneity
and risk of technology success or failure in smallholder farming. Experimental
Agriculture.s 55(S1). pp.84-106.
Vo, N.P.A. and et.al., 2021. Recognizing and splitting conditional sentences for automation of
business processes management. arXiv preprint arXiv:2104.00660.
Wellmann, C. and et.al., 2020, September. A framework to evaluate the viability of robotic
process automation for business process activities. In International Conference on
Business Process Management (pp. 200-214). Springer, Cham.
Zhang, Y., Ramanathan, L. and Maheswari, M., 2021. A hybrid approach for risk analysis in e-
business integrating big data analytics and artificial intelligence. Annals of Operations
Research, pp.1-19.
Online references
A, B., 2018. [Online]. Available through <>
2

3