Assignment on - "Customer satisfaction on service quality in private commercial banking sector in

Bangladesh."

Submitted to – Dr. Rashed Al Karim

Assistant Professor

School of Business Administration

East Delta University.

Submitted by – Hossain Mohammad Yeasin – 171006502

Samiha Sultana Mumu – 163006802

Course title – Business Research Method

Course code – BUS 430

Section - 01

Submission date – 18th April 2020

 1. Perform the missing value analysis & interpret it.

Table 1.1: Statistics

Sincere to
Physical Up to date Visually Error free solve Quick Willing to Quick
Features Technology Clear Transaction problem service help respond
N Valid 150 150 150 150 150 150 150 150

Missing 0 0 0 0 0 0 0 0

Table 1.2: Statistics

Employee Safe Employee Sound Individual Convenient Customer Customer Customer
behavior Transaction Courtesy knowledge attention hours Interest needs Satisfaction
N Valid 150 150 150 150 150 150 150 150 150

Missing 0 0 0 0 0 0 0 0 0

This study hasn’t found any missing value in table 1.1 & 1.2.

2. Perform outlier analysis and detailed interpret it.

Table 2: Descriptive Statistics

N Minimum Maximum Mean Std. Deviation
Physical Features 150 3.00 5.00 4.2200 .48976
Up to date Technology 150 2.00 5.00 4.1600 .58021
Visually Clear 150 2.00 5.00 4.1267 .70755
Error free Transaction 150 2.00 5.00 4.0133 .65525
Sincere to solve problem 150 3.00 5.00 4.0267 .67503
Quick service 150 2.00 5.00 3.9800 .74609
Willing to help 150 2.00 5.00 4.0400 .75866
Quick respond 150 2.00 5.00 3.8733 .74453
Employee behaviour 150 2.00 5.00 4.0867 .78524
Safe Transaction 150 2.00 5.00 3.8867 .79880
Employee Courtesy 150 2.00 5.00 3.8867 .73764
Sound knowledge 150 2.00 5.00 3.8067 .79171
Individual attention 150 2.00 5.00 3.8600 .70502
Convenient hours 150 2.00 5.00 4.0333 .64938
Customer Interest 150 3.00 5.00 4.0333 .59547
Customer needs 150 2.00 5.00 3.9400 .66786
Customer Satisfaction 150 3.33 4.72 4.0517 .21824
 Valid N (listwise) 150
In this study, there hasn’t found any outlier value in table 2.

3. Reliability Test:

In contract with Nunnaly (1978), the significance of Cronbach’s alpha should be .70 or above.

But few of the research also measured .60 as a satisfactory value (Gerrard, Cunningham &

Devlin2006). In addition, Hair et al., (2010) opined that if the Cronbach alpha is less than 0.60, it

is measured poor, while it is suitable at .70; while, for Cronbach alpha over .80 is measured to be

more consistent.

Table 3: Reliability Measurements

Reliability Statistics
Cronbach's
Alpha N of Items
.548 17

Now this learning, the significance of Cronbach’s alpha is .548 (table 3) which is considered to

be reliable as the value is closed to 0.60 & it can be decided that the methods used in this study

are legal & consistent.

4. Perform regression analysis & interpret the output of regression analysis.

Descriptive Statistics Analysis

Table 4 has shown that bank customers perceived Tangible (M = 4.2200, SD = 0.39352) to the

highest mean scores which is the supreme dominant service superiority followed by

Responsiveness (Mean & Std. deviation is 4.0133 & 0.39361), Assurance (Mean & Std.

deviation is 4.0183 & 0.36188) & Empathy (Mean & Std. deviation is 4.0400 & 0.39298) those

are restrained practices of their bank. Reliability (Mean & Std. deviation is 3.7849 & 0.45869)

with the lowest mean score of facility superiority in profitable banks of Bangladesh. The

standard deviation were pretty high. The possessions of service excellence on customer
 fulfilment are an estimate to a normal delivery. This also specifies that defendants were in

kindness of customer agreement.

Table 4: Descriptive Figures

Descriptive Statistics
Mean Std. Deviation N
Customer Satisfaction 4.0517 .21824 150

Avg TAN 4.2200 .39352 150

Avg REL 3.7849 .45869 150

Avg RES 4.0133 .39361 150

Avg ASS 4.0183 .36188 150

Avg EMP 4.0400 .39298 150

Test of Hypothesis:

Our SPSS output of this learning hypothesizes remained provided under:

Model Summary

In table 5, R value is .728. Consequently, R value (.728) on behalf of the inclusive service

eminence magnitudes specifically tangibility, empathy, responsiveness, assurance & reliability

recommended that here is a heavy-duty result of these five independent variables on client

approval. The constant of resolve the R square (R2) value remains .530, which representing that

53.0% disparity of the independent variables (Regular Client Fulfilment) is due to the dependent

variables (Service Quality), a resilient instructive influence of regression.

Table 5: Model Summary

Model Summary
Change Statistics
Adjusted R Std. Error of R Square
Model R R Square Square the Estimate Change F Change df1 df2 Sig. F Change
1 .728a .530 .514 .15214 .530 32.519 5 144 .000
a. Predictors: (Constant), Avg EMP, Avg RES, Avg TAN, Avg ASS, Avg REL
ANOVA Test:

ANOVA is a numerical process to test consistencies among twice or more means. From table 4

it’s acknowledged that the assessment of f-stat is 32.519 & significance is less than 5% (P<0.05).

It specifies that model remained fit & here was a statistically important relationship among

service superiority measurement & consumer fulfillment. This similarly indicates null hypothesis

is rejected.

Table 6: Analysis Of Variance

ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 3.763 5 .753 32.519 .000b
Residual 3.333 144 .023
Total 7.096 149
a. Dependent Variable: Customer Satisfaction
b. Predictors: (Constant), Avg EMP, Avg RES, Avg TAN, Avg ASS, Avg REL

Coefficients with multicollinearity

In the table 7, the beta coefficients designated that serval scopes like Tangibility, Empathy,

Responsiveness, Reliability & Assurance consequence client’s fulfilment of a bank. It has been

initiate that, responsiveness (beta = 0.402, T = 6.839) and tangibility (beta = 0.352, T = 5.922)

have the supreme influence power on consumer’s fulfilment, where, empathy (beta = 0.326, T =

5.383), assurance (beta = 0.276, T = 4.656) and reliability (beta = 0.155, T =2.599), have a

moderately lower impact on consumers approval of a bank. The Regression Model is: Overall

Customer Satisfaction = 0.656 + 0.352(TAN) + 0.155(REL) + 0.402(RES) + 0.276(ASS) +

0.326(EMP)
 Table 7: Coefficients
Coefficientsa
Standardized
Unstandardized Coefficients Coefficients Collinearity Statistics
Model B Std. Error Beta t Sig. Tolerance VIF
1 (Constant) .656 .293 2.239 .027
Avg TAN .195 .033 .352 5.922 .000 .925 1.081
Avg REL .074 .028 .155 2.599 .010 .921 1.085
Avg RES .223 .033 .402 6.839 .000 .943 1.060
Avg ASS .166 .036 .276 4.656 .000 .929 1.076
Avg EMP .181 .034 .326 5.383 .000 .889 1.124
a. Dependent Variable: Customer Satisfaction

References
Nunnaly, J. (1978). Psychometric theory. New York: McGraw-Hill.

Hair, J. J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010).Multivariate Data Analysis (7th

ed.). Upper Saddle River, New Jersey: Prentice Hall.