Thesis+Customer+Loyalty

In short, this research found that trust, commitment, conflict handling, values and empathy ability of the bank determine the quality of the bank-customer relationship and loyalty of their customers. When the bank behaves trustworthily, shows commitment, handle handle confli conflicts cts well, well, treat treat the custom customers ers as suppos supposee they they should should,, firm-c firm-cust ustome omer  r  relationship would be enhanced and at the same time the firm will gain more customers loyalty towards their bank. However, trust drives customers’ loyalty more than the other  dimens dimension ions. s. Manage Managers rs and market marketers ers of bankin banking g servic services es in partic particula ularr and servic servicee organizations in general, should recognize the salience of these factors in their efforts to   build quality relationship with customers and to manage customer relationship more effectively.

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101

APPENDIX A

102

More free assignment, please visit: www.scribdblog.com

PART 1

 DEMOGRAPHIC. ( Choose the suitable answer and tick    in the box given for each question.

1. Gender  

Male

Female

2. Ag e

Below 20 years

20 – 39 years

40 – 59 years

60 years and above

Malay

Chinese

Indian

Others

Islam

Buddha

3. R a c e

4. Religion

103

Hindu

Others

5. Highes Highestt educat education ional al qual qualifi ificat cation ion

Primary

Secondary

HSC/Diploma

Degree

Postgraduate

Others

6. Occupati ation

Government Sector

Private Sector 

Own Business

Student

Others

7. Mont onthly hly Inc Incom omee

Belo Below w RM 2000 2000

RM 2000 2000 – RM 3999 3999

RM 4000 – RM 5999

RM 6000 and above 104

PART 11

Choose the statement which u thinks accurate and circle the score provided for each question given. Strongly

Disagree

No Opinion

Agree

Strongly

Disagree 1

Agree 2

3

4

5

1. The bank is very concern with with security for my transactions

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

5. The bank fulfills its obligation to customers

1

2

3

4

5

6. I have confidence in the bank’s services

1

2

3

4

5

7. The bank makes adjustment to suit my needs

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

2

3

4

5

2. The bank’s promises are reliable 3. The bank is consistent in providing quality service 4. Employee of the bank show respect to customers

8. The bank offers personalized services to meet customer’s need 9. The bank is flexible when its services are changed 10. The bank is flexible in serving my needs

11. Services of the bank are in line with our social values

1 105

12. Services of the bank are consistent with my personal values

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

13. Services of the bank are consistent with my life goals 14. My bank value me as a customer 15. Service of this bank contributed to the welfare of the society 16. Employees of the bank deal with customer’s in a caring fashion 17. Bank employee’s give the individualized attention to customers

18. The employees of the bank understand your  specific needs 19. Bank employees have the customer’s best interest at heart 20. Bank has operating hours convenient to all its customers 21. The bank tries to avoid potential conflict 22. The bank tries to solve manifest conflicts before they create problems 23. The bank has the ability to openly discuss solutions when problem arise 24. The bank is responsive to my complaints 25. The service provider shows a sincere interest in solving customer problem 26. Considering the bank as first choice among other banks in the area; and the bank that first comes to my mind when making purchases decision on bank services. 27. If I had to do it over again, I would still choose to use the bank 106

28. I do not like to change to another bank  because I value the selected bank

1

29. I am a customer loyalty to my bank

2

3

4

5

1

2

3

4

5

1

2

3

4

5

30. I would always recommend my bank to someone who seeks my advice

APPENDIX B

107

RELIABILITY 

108

Customer's Loyalty

Reliability Statistics

Cronbach's Alpha .9 0 1

Cronbach's Alpha Alpha Based on Standardized Ite ms .9 0 1

N of Ite ms 5

Item-T Ite m-Total otal Statistics

Scale Mean if  Item Deleted Customer's Loyalty 26 15.50

Scale Variance if  Item Deleted 10.135

Corrected Item-Total Correlation .730

Cronbach's Alpha if Item Deleted .885

Customer's Loyalty 27

15.57

9.283

.765

.876

Customer's Loyalty 28

15.50

8.923

.803

.868

Customer's Loyalty 29

15.44

8.686

.806

.868

Customer's Loyalty 30

15.55

10.293

.677

.895

Trust Dimension

109

Re liability Statistics Statistics

Cronbach's Alpha .8 5 6

Cronbach's Alpha Based on Standardized Items .859

N o f Ite ms 6

Ite m-Total m-Total Statistics

Trust 1

Scale Mean if  Item Deleted 1 9 .2 9

Scale Variance if  Item Deleted 9 .7 2 6

Corrected Item-Total Correlation .6 9 6

Cronbach's Alpha if Item Deleted .8 2 2

Trust 2

1 9 .4 5

9 .9 1 3

.6 8 8

.8 2 4

Trust 3

1 9 .5 5

9 .6 5 1

.6 6 0

.8 2 8

Trust 4

1 9 .5 2

1 0 .0 1 8

.5 0 1

.8 6 2

Trust 5

1 9 .3 6

9 .8 6 8

.6 7 5

.8 2 6

Trust 6

1 9 .3 8

9 .8 3 0

.6 6 9

.8 2 7

Commitment Dimension Reliability Statistics

Cronbach's Alpha . 85 8

Cronbach's Alpha Based on Standardized Items .8 58

N of Items 4

110

Item-Total Statistics

Commitment 7

Scale Mean if  Item Deleted 1 1 .1 2

Scale Variance if  Item Delete d 5 .9 2 8

Corrected Item-Total Correlation .603

Cronbach's Alpha if Item Deleted .8 5 8

Commitment 8

1 1 .0 2

5 .1 7 5

.746

.8 0 0

Commitment 9

1 1 .0 9

5 .4 7 3

.730

.8 0 7

Commitment Commitment 1 0

1 1 .1 2

5 .6 0 7

.735

.8 0 6

Conflict Handling Dimension Reliability Statistics

Cronbach's Alpha . 86 9

Cronbach's Alpha Based on Standardized Items .8 69

N of Items 5

Item-Total Statistics

Conflict Handling 11

Scale Mean if  Item Deleted 1 5 .49

Scale Variance if  Item Deleted 8 .38 3

Corrected Item-Total Correlation .7 5 1

Cronbach's Alpha if Item Deleted .8 26

Conflict Handling 12

1 5 .38

8 .20 7

.7 8 7

.8 17

Conflict Handling 13

1 5 .41

8 .52 2

.7 1 3

.8 36

Conflict Handling 14

1 5 .40

8 .97 1

.5 8 0

.8 70

Conflict Handling 15

1 5 .49

9 .30 3

.6 4 2

.8 53

111 111

Values Dimension Re liability Statistics Statistics

Cronbach's Alpha .8 3 6

Cronbach's Alpha Based on Standardized Items .838

N o f Ite ms 5

Item-Total Statistics

Values 16

Scale Mean if  Item Delete d 14.02

Scale Variance if  Item Delete d 8 .7 2 2

Corrected Item-Total Correlation . 61 4

Cronbach's Alpha if Item Deleted .810

Values 17

13.99

8 .4 4 5

. 66 5

.796

Values 18

14.24

8 .4 3 1

. 69 9

.786

Values 19

14.34

8 .5 4 7

. 72 9

.780

Values 20

14.25

9 .2 3 8

. 49 7

.842

Empathy Dimension Re liability Statistics Statistics

Cronbach's Alpha .8 5 5

Cronbach's Alpha Based on Standardized Items .856

N o f Ite ms 5

112

Item-Total Statistics

Empathy Empathy 2 1

Scale Mean if  Item Deleted 1 5 .3 8

Scale Variance if  Item Delete d 8 .1 4 9

Corrected Item-Total Correlation .5 7 3

Cronbach's Alpha if Item Deleted .8 4 8

Empathy Empathy 2 2

1 5 .3 5

8 .0 9 7

.6 4 4

.8 3 3

Empathy Empathy 2 3

1 5 .3 9

7 .2 7 6

.7 4 4

.8 0 5

Empathy Empathy 2 4

1 5 .3 3

7 .2 3 1

.6 7 4

.8 2 5

Empathy Empathy 2 5

1 5 .3 0

7 .0 3 1

.7 2 0

.8 1 1

CORRELATIONS

113

114

Correlations

Trust

Conflict_  Customer_  Trus Trustt Com Commitm itment ent Handl andling Values Empath athy Loyalty Pearson Correlation 1 .663** .588** .585** .720** .720** Sig. (2-tailed) .0 0 0 . 0 00 .0 0 0 .0 0 0 . 00 0 N

13 8

138

13 8

138

138

13 8

Pearson Correlation

.663**

1

.671**

.621**

.661**

.674**

Sig. (2-tailed)

. 0 00

. 0 00

.0 0 0

.0 0 0

. 00 0

N

13 8

138

13 8

138

138

13 8

Conflict Handling Pearson Correlation

.588**

.671**

.665**

.631**

.681**

Sig. (2-tailed)

. 0 00

.0 0 0

.0 0 0

.0 0 0

. 00 0

N

13 8

138

13 8

138

138

13 8

Pearson Correlation

.585**

.621**

.665**

.729**

.689**

Sig. (2-tailed)

. 0 00

.0 0 0

. 0 00

.0 0 0

. 00 0

N

13 8

138

13 8

138

138

13 8

Pearson Correlation

.720**

.661**

.631**

.729**

Sig. (2-tailed)

. 0 00

.0 0 0

. 0 00

.0 0 0

N

13 8

138

13 8

138

138

Customer Loyalty Pearson Correlation

.720**

.674**

.681**

.689**

.744**

Sig. (2-tailed)

. 0 00

.0 0 0

. 0 00

.0 0 0

.0 0 0

N

13 8

138

13 8

138

138

Commitment

Values

Empathy

1

**. Correlation is significant at the 0.01 level (2-tailed).

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115

1

1

.744** . 00 0 13 8 1 13 8

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116

Model Summaryb

Model 1

Adjusted R Square .6 7 5

R R Sq uar e a .829 .6 8 7

Std. Error of  the Estimate .4 3 3 1 8

DurbinWatson 1 .7 7 2

a. Predictors: (Constant), Empathy, Conflict_Handling, Commitment, Trust, Values b. Dependent Variable: Customer_Loyalty Customer_Loyalty

ANOVAb

Model 1

Regression

Sum of  Squares 54 .30 6

df 5

Mean Square 1 0 .8 6 1 .1 8 8

Residual

24 .76 9

132

Total

79 .07 5

137

F 57 .8 8 2

Sig. .0 00a

a. Predictors: (Constan t), Empathy, Conflict_Handling, Conflict_Handling, Commitment, Commitment, Trust, Values b. Dependent Variable: Customer_Loyalty

Coefficientsa Unstandardized Coefficients Model 1

B - .212

(Constant)

Standardized Coefficients

Std. Error   .2 .250

Collinearity Statistics

Beta

t -.849

Sig. .3 .397

Tolerance

VIF

Trust

.327

.093

.266

3.515

.001

.415

2.411

Commitment

.108

.075

.109

1.433

.154

.413

2.423

Conflict_Handling

.199

.077

.190

2.572

.011

.436

2.295

Values

.172

.082

.163

2.101

.038

.393

2.546

Empathy

.273

.096

.243

2.834

.005

.324

3.087

a. Dependent Variable: Customer_Loyalty

a Collinearity Diagnostics

Variance Proportions Model 1

Eigenvalue 5.9 32

Condition In de de x 1.000

( Co Co ns nst an ant ) .00

T ru rus t .00

C om ommitme nt nt .00

Conflict_  Ha nd nd lliin g .0 0

Va llu ue s .0 0

Emp at ath y .00

2

.0 23

16 1 6 .06 9

.63

.01

.10

.0 2

.0 9

.00

3

.0 16

19 1 9 .27 8

.00

.02

.50

.0 0

.4 4

.02

4

.0 13

21 2 1 .31 5

.05

.13

.01

.6 8

.0 0

.14

5

.0 10

24 2 4 .81 2

.28

.23

.38

.2 9

.2 6

.10

6

.0 07

30 3 0 .06 0

.03

.61

.01

.0 0

.2 1

.73

Dimension 1

a. Dependent Variable: Customer_Loyalty

117

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NORMALITY 

118

Case Proce ssing Summary Summary Cases Va l i d N

Mi s s i n g N

T o ta l

Trust

1 38

P e r ce n t 10 10 0 . 0 %

0

Pe r ce n t .0 %

N 1 38

Pe r c e n t 10 10 0 . 0 %

Commitment Conflict_Handling

1 38

10 10 0 . 0 %

0

.0 %

1 38

10 10 0 . 0 %

1 38

10 10 0 . 0 %

0

.0 %

1 38

10 10 0 . 0 %

Values

1 38

10 10 0 . 0 %

0

.0 %

1 38

10 10 0 . 0 %

Empathy

1 38

10 10 0 . 0 %

0

.0 %

1 38

10 10 0 . 0 %

Customer_Loyalty

1 38

10 10 0 . 0 %

0

.0 %

1 38

10 10 0 . 0 %

Descriptives

Trust

Mean 95% Confidence Interval for Mean

Statistic 3.8853 Lower Bound Upper Bound

3.9893 3.9227

Median

4.0000 .382

Std. Deviation

.61832

Minimum

2.00

Maximum

5.00

Range

3.00

Interquartile Range

.58

Skewness Kurtosis Commitment

3.7812

5% Trimmed Mean Variance

Mean 95% Confidence Interval for Mean

Std. Error   .05263

Lower Bound Upper Bound

-1.012

.206

1.321

.410

3.6957

.06529

3.5665 3.8248

5% Trimmed Mean

3.7154

Median

4.0000

Variance

.588

Std. Deviation

.76698

Minimum

1.50

Maximum

5.00

Range

3.50

Interquartile Range

1.06

Skewness

-.383

.206

Kurtosis

-.446

.410

119

Conflict_Handling

Mean 95% Confidence Interval for Mean

3.8580 Lower Bound Upper Bound

3.8882 4.0000 .525 .72463

Minimum

2.00

Maximum

5.00

Range

3.00

Interquartile Range

1.00

Skewness

-.584

.206

Kurtosis

-.305

.410

3.5420

.06144

Mean 95% Confidence Interval for Mean

Lower Bound Upper Bound

3.4205 3.6635

5% Trimmed Mean

3.5675

Median

3.6000

Variance

.521

Std. Deviation

Empathy

3.9799

Median Std. Deviation

Values

3.7360

5% Trimmed Mean Variance

.06168

.72180

Minimum

1.60

Maximum

5.00

Range

3.40

Interquartile Range

1.00

Skewness

-.521

.206

Kurtosis

-.126

.410

3.8377

.05747

Mean 95% Confidence Interval for Mean

Lower Bound Upper Bound

3.7240 3.9513

5% Trimmed Mean

3.8707

Median

4.0000

Variance

.456

Std. Deviation

.67513

Minimum

1.80

Maximum

5.00

Range

3.20

Interquartile Range

1.00

Skewness Kurtosis

120

-.683

.206

.159

.410

Customer_Loyalty

Mean

3.8783

95% Confidence Interval for Mean

Lower Bound

.06467

3.7504

Upper Bound

4.0061

5% Trimmed Mean

3.9142

Median

4.0000

Variance

.577

Std. Deviation

.75973

Minimum

1.60

Maximum

5.00

Range

3.40

Interquartile Range

1.00

Skewness

-.701

.206

Kurtosis

-.045

.410

Tests of Normality a

Kolmogorov-Smirnov Trust

Statistic .190

df

Shapiro-Wilk

138

Sig. .000

Statistic .920

df 138

Sig. .000

Commitment

.161

138

.000

.964

138

.001

Conflict_Handling

.165

138

.000

.951

138

.000

Values

.143

138

.000

.963

138

.001

Empathy

.144

138

.000

.954

138

.000

Customer_Loyalty

.158

138

.000

.943

138

.000

a. Lilliefors Significance Correction

121

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122

Descriptives

Customer_Loyalty 95% Confidence Interval for  Mean N Malay

95

Mean ean Std. td. Dev Deviati ation Std. td. Error rror Low Lower Bound ound Upper pper Bound ound Minim Minimum um Maxim Maximum um 3 .7 8 1 1 .7 2 5 8 6 .0 74 4 7 3 .6 3 3 2 3 .9 28 9 1 .6 0 4 .8 0

Chinese

31

3 .9 9 3 5

.8 7 5 5 7

.1 57 2 6

3 .6 7 2 4

4 .3 14 7

2 .2 0

5 .0 0

Indian

12

4 .3 5 0 0

.4 8 3 3 6

.1 39 5 3

4 .0 4 2 9

4 .6 57 1

3 .6 0

5 .0 0

Total

138

3 .8 7 8 3

.7 5 9 7 3

.0 64 6 7

3 .7 5 0 4

4 .0 06 1

1 .6 0

5 .0 0

Test of Homogeneity of Variances Customer_Loyalty Levene Statistic 2 .9 5 8

d f1 2

df2 135

Sig . .0 5 5

ANOVA Customer_Loyalty

Between Groups

Sum of  Squares 3 .9 8 0

df 2

Mean Square 1 .9 9 0 .5 5 6

Within Groups

7 5 .0 9 5

135

Total

7 9 .0 7 5

137

123

F 3.578

Sig. .0 3 1

Descriptives

Customer_Loyalty 95% Confidence Interval for  Mean Islam

N 95

Mean ean Std. Std. Devi Deviati a tion Std. Std. Erro Errorr Low Lower Bound ound Upper pper Boun Boundd 3.7811 .72586 .07447 3.6332 3.9289

Minim Minimum um 1.60

Maxim Maximum um 4.80

Buddha

31

3.9935

.87557

.15726

3.6724

4.3147

2.20

5.00

Hindu

12

4.3500

.48336

.13953

4.0429

4.6571

3.60

5.00

Total

13 8

3.8783

.75973

.06467

3.7504

4.0061

1.60

5.00

Te st of Homogene ity of Variances Variances Customer_Loyalty Levene Statistic 2 .9 5 8

d f1

d f2 135

2

Sig . .0 5 5

ANOVA Customer_Loyalty

Between Groups

Sum of  Squares 3 .9 8 0

df 2

Me an Square 1.990 .556

Within Groups

7 5 .0 9 5

135

Total

7 9 .0 7 5

137

124

F 3 .5 7 8

Sig. .0 3 1

Descriptives

Customer_Loyalty 95% Confidence Interval for  Mean Below than RM2000

N 70

Mean ean Std. Std. Devi Deviatio a tionn Std. td. Erro Errorr Low Lower Boun Boundd Upper pper Boun Boundd 3.7943 .75831 .09064 3.6135 3.9751

RM2000 till RM3999

56

3.9607

.75743

.10122

3.7579

RM4001 till RM5999

10

3.8800

.79554

.25157

RM6000 and above

2

4.5000

.70711

138

3.8783

.75973

Total

Minimum Minimum 1.60

Maximu Maximum m 5.00

4.1636

1.80

5.00

3.3109

4.4491

2.60

5.00

.50000

-1.8531

10.8531

4.00

5.00

.06467

3.7504

4.0061

1.60

5.00

Te st of Homogene ity of Variance Variance s Customer_Loyalty Levene Sta tistic .0 6 0

d f1

d f2 1 34

3

Sig . .9 8 1

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ANOVA Customer_Loyalty

Between Groups

Sum of  Squares 1.647

df 3

Mean Square .549 .578

Within Groups

77.427

134

Total

79.075

137

125

F .950

Sig. .418

Descriptives

Customer_Loyalty 95% Confidence Interval for  Mean N Primary

Mean ean Std. Std. Devi Deviat atio ionn Std. Std. Erro Errorr Low Lower Boun Boundd Upper pper Boun Boundd 4 .0 0 00 . . . .

1

Minim Minimum um 4. 4.0 0

Maxi Maximu mum m 4. 4.0 0

Secondary

13

3 .5 3 85

.7 5 4 4 7

.2 09 25

3 .0 8 2 5

3 .9 94 4

2 .4 0

4 .8 0

HSC/Diploma

30

3 .8 6 67

.7 2 6 5 1

.1 32 64

3 .5 9 5 4

4 .1 37 9

2 .4 0

5 .0 0

Degree

78

3 .9 0 51

.7 6 1 9 0

.0 86 27

3 .7 3 3 3

4 .0 76 9

1 .8 0

5 .0 0

Postgraduate

14

4 .0 4 29

.8 8 8 1 4

.2 37 37

3 .5 3 0 1

4 .5 55 7

1 .6 0

5 .0 0

2

4 .0 0 00

.0 0 0 0 0

.0 00 00

4 .0 0 0 0

4 .0 00 0

4 .0 0

4 .0 0

1 38

3 .8 7 83

.7 5 9 7 3

.0 64 67

3 .7 5 0 4

4 .0 06 1

1 .6 0

5 .0 0

Others Total

Test of Homogene ity of Variances Customer_Loyalty Levene Sta tistic .918 a

d f1 4

d f2 1 32

Sig . .4 5 6

a. Groups with with only one case are ignored in computing computing the test of homogeneity of  variance for Customer_Loyalty. Customer_Loyalty.

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ANOVA Customer_Loyalty

Between Groups

Sum of  Squares 1.985

df 5

Mean Square .397 .584

Within Groups

77.090

132

Total

79.075

137

126

F .680

Sig. .6 3 9

Descriptives

Customer_Loyalty 95% Confidence Interval for  Mean N Goverment Private

3

Mean ean Std. td. Dev Deviati ation Std. td. Error rror Low Lower Bound ound Upper pper Bound ound 3 .5 3 3 3 .4 61 8 8 .2 6 6 6 7 2.3860 4. 6 8 0 7

Minimum n imum 3 .0 0

Maxim Maximum um 3 .8 0

80

3 .8 9 5 0

.7 59 7 3

.0 8 4 9 4

3.7259

4. 0 6 4 1

1 .8 0

5 .0 0

8

4 .0 7 5 0

.3 99 1 1

.1 4 1 1 1

3.7413

4. 4 0 8 7

3 .4 0

4 .8 0

Student

44

3 .8 2 7 3

.8 50 2 7

.1 2 8 1 8

3.5688

4. 0 8 5 8

1 .6 0

5 .0 0

Others

3

4 .0 0 0 0

.0 00 0 0

.0 0 0 0 0

4.0000

4. 0 0 0 0

4 .0 0

4 .0 0

138

3 .8 7 8 3

.7 59 7 3

.0 6 4 6 7

3.7504

4. 0 0 6 1

1 .6 0

5 .0 0

Own Business

Total

Te st of Homogene ity of Variance Variance s Customer_Loyalty Levene Sta tistic 3 .2 3 1

d f1 4

d f2 1 33

Sig . .0 1 4

ANOVA Customer_Loyalty

Between Groups

Sum of  Squares .8 4 8

df 4

Mean Square .2 1 2 .5 8 8

Within Groups

7 8 .2 2 7

133

Total

7 9 .0 7 5

137

127

F .360

Sig. .8 3 6

POST HOC TESTS

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128

Multiple Comparisons Comparisons Dependent Variable: Customer_Loyalty Tukey HSD

(I) Race Malay Chinese Indian

Mean Difference (I-J) - .2 1 2 5 0

(J) Race Chinese

95% Confidence Interval Std. Err or or .15427

Sig. .356

Lower Bound - .5 7 8 1

Upper Bound .1 5 3 1

Indian

- .5 6 8 9 5 *

.2 . 22850

.037

-1.1104

- .0 2 7 4

Malay

.2 1 2 5 0

.15427

.356

- .1 5 3 1

.5 7 8 1

Indian

- .3 5 6 4 5

.25357

.341

- .9 5 7 4

.2 4 4 5

Malay

.5 6 8 9 5 *

.22850

.037

.0 2 7 4

1 .1 1 0 4

Chinese

.3 5 6 4 5

.25357

.341

- .2 4 4 5

.9 5 7 4

*. The mean difference is significant at the .05 level.

Customer_Loyalty a,b

Tukey Tu key HSD HSD

Subset for alpha = .05 Race Malay

95

1 3 .7 8 11

Chinese

31

3 .9 9 35

Indian

12

Sig.

N

2 3 .9 9 3 5 4 .3 5 0 0

.5 8 9

.22 9

Means for groups in homogeneous subsets are displayed. a. Uses Harmonic Mean Sample Size Size = 23 .787. .787 . b. The group sizes are unequal. The harmonic mean of the gro up sizes sizes is used. Type I error levels are not guaranteed.

129

Mu ltiple Comparisons Comparisons Dependent Variable: Customer_Loyalty Customer_Loyalty Tukey HSD

(I) Religion Islam Buddha Hindu

(J) Religion Buddha

Mean Difference ( I-I-J) -.21250

95% Confidence Interval Std. Er ro ror .1 5 4 2 7

Sig. .356

Lower Bound - .5 7 8 1

Upper Bo un und .1531

Hindu

-.56895*

.2 . 22850

.037

-1.1104

-.0274

Islam

.21250

.1 5 4 2 7

.356

- .1 5 3 1

.5781

Hindu

-.35645

.2 5 3 5 7

.341

- .9 5 7 4

.2445

Islam

.56895 *

.2 2 8 5 0

.037

.0 2 7 4

1 .1 1 0 4

Buddha

.35645

.2 5 3 5 7

.341

- .2 4 4 5

.9574

*. The mean difference is significant at the .05 level.

Customer_Loyalty a,b

Tukey HSD Religion Islam Buddha Hindu Sig.

N 95 31 12

Subset for alpha = .05 1 2 3 .7 8 1 1 3 .9 9 3 5 3.9 9 35 4.3 5 00 .5 8 9 .2 2 9

Means for groups in homogeneous subsets are displayed. a. Uses Harmonic Mean Sample Size = 23.787. b. The group sizes are unequal. The harmonic mean of the gr oup sizes sizes is used. T ype I error levels are not guaranteed.

130

Multiple Comparisons

Dependent Variable: Customer_Loyalty Tukey HSD

(I) Income (J) Income Below than RM2000 RM2000 till RM3999

Mean Difference (I-J (I-J)) -.16643

Std. Erro rror .13628

Sig. .615

Lowe ower Bound und - .5210

Upper per Boun ound .1881

RM4001 till RM5999

-.08571

.25697

.987

- .7543

.5828

RM6000 and above

-.70571

.54513

.568

-2.1239

.7125

RM2000 till RM3999 Below than RM2000

.16643

.13628

.615

- .1881

.5210

RM4001 till RM5999

.08071

.26096

.990

- .5982

.7596

RM6000 and above

-.53929

.54702

.758

-1.9624

.8838

RM4001 till RM5999 Below than RM2000

.08571

.25697

.987

- .5828

.7543

RM2000 till RM3999

-.08071

.26096

.990

- .7596

.5982

RM6000 and above

-.62000

.58880

.719

-2.1518

.9118

Below than RM2000

.70571

.54513

.568

- .7125

2.1239

RM2000 till RM3999

.53929

.54702

.758

- .8838

1.9624

RM4001 till RM5999

.62000

.58880

.719

- .9118

2.1518

RM6000 and above

95% Confidence Interval

Customer_Loyalty a,b

Tuke y HSD HSD

Subset for alpha = .05 Income Below than RM2000

N 70

1 3.7943

RM4001 till RM5999

10

3.8800

RM2000 till RM3999

56

3.9607

RM6000 RM6000 and above

2

4.5000

Sig.

.354

Means for groups in homogeneous subsets are displayed. a. Uses Harmonic Mean Sample Size = 6.328. b. The group sizes sizes are unequal. The har monic monic mean of the group sizes is used. Type I error levels are not guaranteed.

131

Mu ltiple ltiple Comparisons Dependent Variable: Customer_Loyalty Customer_Loyalty Tukey HSD

(I) Occupation Goverment

Private

(J) Occupation Private

Mean Difference ( II- J) - .3 6 1 6 7

Std . Er r or or .4 5 1 0 1

Sig . .9 3 0

L ow owe r Bo u nd nd - 1 .6 0 9 0

Up pe pe r Bo u nd nd .8 8 5 6

Own Business

- .5 4 1 6 7

.5 1 9 2 1

.8 3 5

- 1 .9 7 7 6

.8 9 4 2

Student

- .2 9 3 9 4

.4 5 7 6 3

.9 6 8

- 1 .5 5 9 5

.9 7 1 7

Others

- .4 6 6 6 7

.6 2 6 1 9

.9 4 5

- 2 .1 9 8 4

1 .2 6 5 1

.3 6 1 6 7

.4 5 1 0 1

.9 3 0

- .8 8 5 6

1 .6 0 9 0

- .1 8 0 0 0

.2 8 4 3 8

.9 6 9

- .9 6 6 5

.6 0 6 5

Goverment Own Business

Own Business

Student

Others

95% Confidence Interval

Student

.0 6 7 7 3

.1 4 3 9 4

.9 9 0

- .3 3 0 4

.4 6 5 8

Others

- .1 0 5 0 0

.4 5 1 0 1

.9 9 9

- 1 .3 5 2 3

1 .1 4 2 3

Goverment

.5 4 1 6 7

.5 1 9 2 1

.8 3 5

- .8 9 4 2

1 .9 7 7 6

.9 6 9

- .6 0 6 5

.9 6 6 5

Private

.1 8 0 0 0

.2 8 4 3 8

Student

.2 4 7 7 3

.2 9 4 7 7

.9 1 7

- .5 6 7 5

1 .0 6 2 9

Others

.0 7 5 0 0

.5 1 9 2 1

1 .0 0 0

- 1 .3 6 0 9

1 .5 1 0 9

Goverment

.2 9 3 9 4

.4 5 7 6 3

.9 6 8

- .9 7 1 7

1 .5 5 9 5

Private

- .0 6 7 7 3

.1 4 3 9 4

.9 9 0

- .4 6 5 8

.3 3 0 4

Own Business

- .2 4 7 7 3

.2 9 4 7 7

.9 1 7

- 1 .0 6 2 9

.5 6 7 5

Others

- .1 7 2 7 3

.4 5 7 6 3

.9 9 6

- 1 .4 3 8 3

1 .0 9 2 9

.4 6 6 6 7

.6 2 6 1 9

.9 4 5

- 1 .2 6 5 1

2 .1 9 8 4

Goverment Private Own Business Student

.1 0 5 0 0

.4 5 1 0 1

.9 9 9

- 1 .1 4 2 3

1 .3 5 2 3

- .0 7 5 0 0

.5 1 9 2 1

1 .0 0 0

- 1 .5 1 0 9

1 .3 6 0 9

.1 7 2 7 3

.4 5 7 6 3

.9 9 6

- 1 .0 9 2 9

1 .4 3 8 3

Customer_Loyalty a,b

Tukey HSD

Subset for alpha = .05 Occupation Goverment

3

1 3 .5 3 3 3

Student

44

3 .8 2 7 3

Private

80

3 .8 9 5 0

Others

3

4 .0 0 0 0

Own Business

8

4 .0 7 5 0

Sig.

N

.735

Means for groups in homogeneous subsets are displayed. a. Uses Harmonic Mean Sample Size = 6.047. b. The group sizes are unequal. The harmonic mean of the group sizes is used. Type I error levels are not guaranteed.

132

T-TEST

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133

Group Statistics Statistics

Gender  Customer_Loyalty Male

57

Std. Error  Mean Std. Deviation Mean 3 .9333 .7 5530 .1000 4

81

3 .8395

N

Female

.7 6513

.0850 1

Independent Samples Test

Independent Samples Samples Test

Levene's Test for  Equality of Variances

F Customer_Loyalty Equal variances assumed Equal variances not assumed

.005

Sig . .9 4 4

t-test for Equality of Means

t

Mean Sig. (2-tailed) Difference

df

Std. Error  Differ fferen encce

95% Confidence Interval of the Difference Low Lower

Upper  pper 

.71 3

1 36

.47 7

.0938 3

.1 3158

-.- .1 6639

.35 404

.71 5

12 1 2 1 .6 6 9

.47 6

.0938 3

.1 3129

- .1 6 6 0 7

.35 373

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134