Customer Satisfaction in Bank

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Table 6.1 Service Quality

Gender

Mean

Std. Deviation

N

Male

2.21

.802

14

Female

2.00

.632

6

Total

2.15

.745

20

-

Correlations

As indicated by the data presented in table 7.1, many of the variables are related to one another, few are unrelated. For example education level is negatively related to teller service and telephone service, while it is positively related to service quality and age. Similarly age is negatively correlated with teller service and telephone service whereas it is positively related to education level and service quality. Likewise overall service quality is positively related to all the four variables. Lastly teller service and telephone services are positively related.

Table 7.1 Correlation

CSD/teller service

telephone service

education level

service quality

Age

CSD/teller service

1

telephone service

.605*

1

education level

-.061

-.211

1

service quality

.095

.183

.462*

1

Age

-.001

-.197

.228

.036

1

*. Correlation is significant at the 0.05 level (2-tailed).

Interpretations:

Hypothesis 1

- The correlation between CSD/teller service and service quality is 0.95, highly positively correlated. The correlation between CSD/teller services is significant at 0.05 level of significant. Thus, the null hypothesis is rejected and the alternative hypothesis accepted. This means that, as hypothesized, CSD/teller service and service quality are positively correlated.

Hypothesis 2

- The correlation between telephone service and service quality, though in the hypothesized direction, is not significant (r=0.183). Thus, the alternatively hypothesis is not substantiated. The null hypothesis is accepted. That is, there is no relationship between telephone service and service quality.

Hypothesis 3

- A significant correlation of 0.462 was found at 0.05 level of significant. This means that education level and service quality are positively correlated as hypothesized. That is an alternative hypothesis is accepted.

Hypothesis 4

- The correlation between age and service quality, though in the hypothesized direction, is not significant (r=0.36). Thus, the alternatively hypothesis is not substantiated. The null hypothesis is accepted. That is there is no relationship between age and service quality.

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Simple Regression Model

Table 8.1 Variables Entered/Removed

Model

Variables Entered

Variables Removed

Method

1

telephone service, age, education level, CSD/teller service

.

Enter

a. Dependent Variable: service quality

b. All requested variables entered.

Table 8.2 Model Summary

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

1

.500

.250

-.124

.679

a. Predictors: (Constant), telephone service, age, education level, CSD/teller service

Table 8.3 ANOVA

Model

Sum of Squares

df

Mean Square

F

Sig.

Regression

1.233

4

.308

.668

.632b

Residual

3.690

8

.461

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