Business management · 2002 · May · Paper 1 · HL · Markscheme
Business managementMarkscheme2002HLMay
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Resource overview
This markscheme is listed under Business management in the 2002 examination archive. Its catalogue level is HL. The catalogue session is May. The information below helps you identify the document before opening the complete PDF. Subject, year and session labels come from the archive catalogue; the original cover remains the reference if a label differs. A file is not automatically suitable for your current syllabus simply because its subject name matches.
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MARKSCHEME
May 2002
BUSINESS AND MANAGEMENT
Higher Level
Paper 1
19 pages
M02/370/H(1)M INTERNATIONAL BACCALAUREATE
BACCALAURÉAT INTERNATIONAL
BACHILLERATO INTERNACIONALc
[3 marks]
1. (a) Explain why customer questionnaires handed in at the end of holidays
may not provide reliable research data for Open Views.
! Samples need to be representative. This is a self chosen sample, not one selected on
a statistical basis.
! Those who are the most or least pleased are more likely to complete the form.
! It is not known what the questions are like; whether they are sufficiently detailed or
biased and/or relevant. Shades of opinion may not be catered for.
! The sample size may not be large enough to ensure statistical significance.
[3 marks]
Two or more issues are explained.
[1 to 2 marks]
One issue is explained, or two or more simply listed.
[4 marks]
(b) Analyse the custom er satisfaction information provided in appendix 2.
Comment on the trends shown and whether these should worry
Joseph Obeng.
! The physical aspects of the holiday, th e accommodation and le isure facilities show
higher satisfaction ratings than last year.
! All elements of the holiday relating to a personnel input, such as service, food and
entertainment show a decline in satisfaction ratings. In particular there is a worrying
reduction in satisfaction ratings of resort service, food standards and entertainment.
! Overall satisfaction with the entire package is down. Customers believe holidays
offer less value for money and quality, and more customers feel the holiday did not
meet their expectations.
! Satisfaction ratings are still creditable, with most customers viewing elements of the
package as excellent or good. However, ther e are signs of deterioration that need to
be addressed.
! Joseph Obeng should be worried by the re search findings. Half of bookings are
repeat bookings by satisfied customers. If satisfaction fa lls, demand could be
significantly reduced. In addition, word of mouth recommendations as a form of
promotion is very powerful.
[3 to 4 marks]
Information in appendix 2 is accurately analysed and interpreted, and the main issues
identified, with examples from the research. It is
File information
Subject
Business management
Document type
Markscheme
Year
2002
Session
May
Level
HL
Paper
1
Examination zone
Not labelled in the archive
Language
Not labelled in the archive
File size
276 KB
Pages
18
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