## ABSTRACT

A quantiles plot is a graph that plots the theoretical normal quantiles on the X-axis and the empirical quantile distribution of Satisfaction on the y-axis. Quantiles are defined as equally-sized subsets obtained by dividing the ordered values of the variable. When considering a normal distribution, the quantiles plot should follow the 45-degree line. this means that the empirical distribution follows the theoretical normal distribution. in our setting, the quantiles plot of Satisfaction does not clearly suggest that Satisfaction follows a normal distribution, because the empirical distribution does not closely follow the 45-degree line meaning that the empirical distribution of Satisfaction on the y-axis does not follow the theoretical normal distribution on the X-axis.