ANNEXURE

ANNEXURE I
Reliability

Case Processing Summary

N
Cases

Valid
Excludeda
Total

%
200

100.0

.0

200

100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics
Cronbach's Alpha
.520

N of Items
14

ANNEXURE II
Factor Analysis
Descriptive Statistics
Mean

Std. Deviation

Analysis N

Excellent_service

4.3950

.87338

200

Accurate_dependable_service

4.2700

1.00606

200

Courteous_employees

4.3200

.94449

200

4.1050

1.09084

200

4.0950

.95422

200

4.2250

.96906

200

1.6300

.96840

200

4.3000

.90226

200

Bank_service_satisfactory

4.3300

.95164

200

Bank_service_unreliable

2.0550

.84590

200

Employees_not_courteous

1.7000

.97197

200

Employees_caring

4.2300

.99602

200

1.7100

.95418

200

Promt_Assistance_starting_rel
ationship
Personal_individualized_attenti
on
Rate_of_interest_is_reasonabl
e
One_thousand_rupee_bank_s
aving_accout_is_expensive
Please_to_pay_one_thousand
_rupee_for_opening_account

interest_rate_for_loan_product
_are_high

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
Bartlett's Test of Sphericity

Approx. Chi-Square
Df
Sig.

.890
1.965E3
78
.000

Communalities
Initial

Extraction

Excellent_service

1.000

.639

Accurate_dependable_service

1.000

.670

Courteous_employees

1.000

.443

1.000

.448

1.000

.511

1.000

.459

1.000

.938

1.000

.414

Bank_service_satisfactory

1.000

.577

Bank_service_unreliable

1.000

.465

Employees_not_courteous

1.000

.885

Employees_caring

1.000

.645

1.000

.895

Promt_Assistance_starting_rel
ationship
Personal_individualized_attenti
on
Rate_of_interest_is_reasonabl
e
One_thousand_rupee_bank_s
aving_accout_is_expensive
Please_to_pay_one_thousand
_rupee_for_opening_account

interest_rate_for_loan_product
_are_high

Extraction Method: Principal Component Analysis.

Total Variance Explained

Initial Eigenvalues
Comp
onent

Extraction Sums of Squared Loadings

% of
Total

Rotation Sums of Squared Loadings

% of

Variance

Cumulative %

Total

Variance

% of
Cumulative %

Total

Variance

Cumulative %

6.795

52.271

52.271

6.795

52.271

52.271

4.371

33.620

33.620

1.196

9.197

61.468

1.196

9.197

61.468

3.620

27.848

61.468

.849

6.529

67.998

.764

5.873

73.871

.699

5.375

79.246

.645

4.963

84.209

.527

4.051

88.260

.498

3.834

92.094

.403

3.100

95.194

10

.369

2.836

98.030

11

.144

1.110

99.141

12

.068

.526

99.667

13

.043

.333

100.000

Extraction Method: Principal Component

Analysis.

Component Matrix

Component
1
One_thousand_rupee_bank_s

2
-.827

.504

-.823

.456

Accurate_dependable_service

.804

.153

Employees_caring

.794

.119

-.792

.518

Excellent_service

.747

.284

Bank_service_satisfactory

.720

.240

.694

.171

.676

.046

.661

-.081

.640

.198

-.602

-.322

.553

.330

aving_accout_is_expensive
Employees_not_courteous

interest_rate_for_loan_product
_are_high

Personal_individualized_attenti
on
Rate_of_interest_is_reasonabl
e
Courteous_employees
Promt_Assistance_starting_rel
ationship
Bank_service_unreliable
Please_to_pay_one_thousand
_rupee_for_opening_account

Extraction Method: Principal Component Analysis.

a. 2 components extracted.

Rotated Component Matrix

Component
1

Excellent_service

.749

.278

Accurate_dependable_service

.706

.414

Bank_service_satisfactory

.701

.293

Employees_caring

.677

.433

-.665

-.153

.635

.328

.633

.115

.612

.272

.539

.411

-.291

-.924

-.255

-.911

-.320

-.885

.444

.496

Bank_service_unreliable
Personal_individualized_attenti
on
Please_to_pay_one_thousand
_rupee_for_opening_account
Promt_Assistance_starting_rel
ationship
Rate_of_interest_is_reasonabl
e
One_thousand_rupee_bank_s
aving_accout_is_expensive
interest_rate_for_loan_product
_are_high
Employees_not_courteous
Courteous_employees

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 3 iterations.

Component Transformation
Matrix
Compon
ent

.753

.658

.658

-.753

Extraction Method: Principal

Component Analysis.
Rotation Method: Varimax with
Kaiser Normalization.

ANNEXURE III
Regression Analysis
Variables Entered/Removed

Model
1

Variables

Variables

Entered

Removed

Method

interest_rate_for
_loan_product_a
re_high,
Please_to_pay_
one_thousand_r
upee_for_openin
g_account,
Promt_Assistanc
e_starting_relati
onship,
Bank_service_u
nreliable,
Courteous_empl
oyees,
Rate_of_interest
_is_reasonable,
Personal_individ

. Enter

ualized_attention
,
Bank_service_sa
tisfactory,
Employees_cari
ng,
Excellent_servic
e,
Employees_not_
courteous,
One_thousand_r
upee_bank_savi
ng_accout_is_ex
pensive,
Accurate_depen
dable_service

a. All requested variables entered.

b. Dependent Variable:
Bank_service_offered_are_better_than_compitetor

Model Summary

Change Statistics

Model
1

R
.924

R Square
a

.853

Adjusted R

Std. Error of

R Square

Square

the Estimate

Change

.843

.35697

F Change

.853

df1

82.991

df2
13

Sig. F Change

186

.000

a. Predictors: (Constant), interest_rate_for_loan_product_are_high,

Please_to_pay_one_thousand_rupee_for_opening_account, Promt_Assistance_starting_relationship, Bank_service_unreliable,
Courteous_employees, Rate_of_interest_is_reasonable, Personal_individualized_attention, Bank_service_satisfactory,
Employees_caring, Excellent_service, Employees_not_courteous, One_thousand_rupee_bank_saving_accout_is_expensive,
Accurate_dependable_service
b. Dependent Variable: Bank_service_offered_are_better_than_compitetor

ANOVA
Model
1

Sum of Squares
Regression
Residual
Total

df

Mean Square

137.479

13

10.575

23.701

186

.127

161.180

199

Sig.

82.991

.000

a. Predictors: (Constant), interest_rate_for_loan_product_are_high,

Please_to_pay_one_thousand_rupee_for_opening_account,
Promt_Assistance_starting_relationship, Bank_service_unreliable, Courteous_employees,
Rate_of_interest_is_reasonable, Personal_individualized_attention, Bank_service_satisfactory,
Employees_caring, Excellent_service, Employees_not_courteous,
One_thousand_rupee_bank_saving_accout_is_expensive, Accurate_dependable_service
b. Dependent Variable: Bank_service_offered_are_better_than_compitetor

Coefficients

Standardized
Unstandardized Coefficients
Model
1

Std. Error

(Constant)

.467

.329

Excellent_service

.077

.043

-.181

Coefficients
Beta

Sig.

1.421

.157

.075

1.800

.074

.087

-.203

-2.081

.039

.827

.035

.867

23.597

.000

.040

.030

.048

1.326

.187

.030

.037

.032

.828

.409

-.051

.034

-.055

-1.493

.137

.187

.083

.202

2.244

.026

-.021

.034

-.021

-.622

.535

Bank_service_satisfactory

.027

.037

.028

.718

.474

Bank_service_unreliable

.050

.037

.047

1.346

.180

-.069

.066

-.074

-1.042

.299

.137

.086

.151

1.596

.112

-.164

.065

-.173

-2.499

.013

Accurate_dependable_servic
e
Courteous_employees
Promt_Assistance_starting_r
elationship
Personal_individualized_atte
ntion
Rate_of_interest_is_reasona
ble
One_thousand_rupee_bank_
saving_accout_is_expensive
Please_to_pay_one_thousan
d_rupee_for_opening_accou
nt

Employees_not_courteous
Employees_caring
interest_rate_for_loan_produ
ct_are_high

a. Dependent Variable: Bank_service_offered_are_better_than_compitetor

Residuals Statistics
Minimum
Predicted Value

Maximum

Mean

Std. Deviation

1.2724

5.1915

4.2900

.83117

200

-1.12504

2.54449

.00000

.34511

200

Std. Predicted Value

-3.631

1.085

.000

1.000

200

Std. Residual

-3.152

7.128

.000

.967

200

Residual

a. Dependent Variable: Bank_service_offered_are_better_than_compitetor

ANNEXURE IV
T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Excellent_service
/CRITERIA=CI(.9500).

T-Test
Notes

Output Created

17-Sep-2014 19:32:17

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Excellent_service
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.031

Elapsed Time

00:00:00.004

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Excellent_service

Mean

200

Std. Deviation

4.3950

Std. Error Mean

.87338

.06176

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the
Difference
t

Excellent_service

30.685

df

Sig. (2-tailed)

199

.000

Mean Difference

1.89500

Lower

1.7732

Upper

2.0168

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Accurate_dependable_service
/CRITERIA=CI(.9500).

T-Test
Notes

Output Created

17-Sep-2014 19:32:33

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS

/VARIABLES=Accurate_dependable_servic
e
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.031

Elapsed Time

00:00:00.007

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Accurate_dependable_service

Mean

200

Std. Deviation

4.2700

Std. Error Mean

1.00606

.07114

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference

Df

Sig. (2-tailed)

Mean Difference

Lower

Upper

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference

Accurate_dependable_servi
ce

24.881

Df

Sig. (2-tailed)

199

Mean Difference

.000

1.77000

Lower

Upper

1.6297

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Courteous_employees
/CRITERIA=CI(.9500).

T-Test
Notes

Output Created

17-Sep-2014 19:32:53

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

200

1.9103

Missing Value Handling

Definition of Missing

User defined missing values are treated as

missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Courteous_employees
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.007

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Courteous_employees

Mean

200

4.3200

Std. Deviation

.94449

Std. Error Mean

.06679

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference

Courteous_employees

Df

27.251

Sig. (2-tailed)

199

Mean Difference

.000

1.82000

Lower

Upper

1.6883

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Promt_Assistance_starting_relationship
/CRITERIA=CI(.9500).

T-Test
Notes

Output Created

17-Sep-2014 19:33:38

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

1.9517

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS

/VARIABLES=Promt_Assistance_starting_r
elationship
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.005

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Promt_Assistance_starting_relat

Mean

200

ionship

Std. Deviation

4.1050

Std. Error Mean

1.09084

.07713

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference

Df

Sig. (2-tailed)

Mean Difference

Lower

Upper

Promt_Assistance_starting_r
elationship

20.808

199

.000

1.60500

1.4529

1.7571

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Personal_individualized_attention
/CRITERIA=CI(.9500).
T-Test
Notes

Output Created

17-Sep-2014 19:33:51

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS

/VARIABLES=Personal_individualized_atte
ntion
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.006

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Personal_individualized_attentio

Mean

200

Std. Deviation

4.0950

Std. Error Mean

.95422

.06747

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference
t

Df

Sig. (2-tailed)

Mean Difference

Lower

Upper

Personal_individualized_atte
ntion

23.639

199

.000

1.59500

1.4619

1.7281

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES= present interest rate are reasonable
/CRITERIA=CI(.9500).
T-Test
Notes

Output Created

17-Sep-2014 19:34:02

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS

/VARIABLES=Rate_of_interest_is_reasona
ble
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.007

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Mean

200

Present _ interest_ rate_ reasonable

Std. Deviation

4.2250

Std. Error Mean

.96906

.06852

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference
t

Present _ interest_ rate_

reasonable

T-TEST
/TESTVAL=1

25.174

Df

Sig. (2-tailed)

199

.000

Mean Difference

1.72500

Lower

1.5899

Upper

1.8601

/MISSING=ANALYSIS
/VARIABLES= one thousand rupee bank saving account is expensive
/CRITERIA=CI(.9500).
T-Test
Notes

Output Created

17-Sep-2014 19:34:16

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=1
/MISSING=ANALYSIS

/VARIABLES=One_thousand_rupee_bank_
saving_accout_is_expensive
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.046

Elapsed Time

00:00:00.007

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

One_thousand_rupee_bank_saving

Mean

200

_accout_is_expensive

Std. Deviation

1.6300

Std. Error Mean

.96840

.06848

One-Sample Test

Test Value = 1
95% Confidence Interval of the
Difference
t

Df

Sig. (2-tailed)

Mean Difference

Lower

Upper

One_thousand_rupee_bank_
saving_accout_is_expensive

9.200

199

.000

.63000

T-TEST

/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES= Please_to_pay_one_thousand_rupee_for_opening_account
/CRITERIA=CI(.9500).
T-Test

.4950

.7650

Notes

Output Created

17-Sep-2014 19:34:46

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS

/VARIABLES=Please_to_pay_one_thousan
d_rupee_for_bank_saving_account
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.005

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Please_to_pay_one_thousand_r

Mean

200

upee_for_opening_account

Std. Deviation

4.3000

Std. Error Mean

.90226

.06380

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference

Df

Sig. (2-tailed)

Mean Difference

Lower

Upper

Please_to_pay_one_thousan
d_rupee_for_opening_accou

28.213

199

.000

1.80000

1.6742

nt

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Bank_service_satisfactory
/CRITERIA=CI(.9500).
T-Test
Notes

Output Created
Comments

17-Sep-2014 19:34:59

1.9258

Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Bank_service_satisfactory
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.007

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Bank_service_satisfactory

Mean

200

4.3300

Std. Deviation

.95164

Std. Error Mean

.06729

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the

Difference

Bank_service_satisfactory

27.195

Df

Sig. (2-tailed)

199

Mean Difference

.000

1.83000

Lower

Upper

1.6973

T-TEST

/TESTVAL=1
/MISSING=ANALYSIS
/VARIABLES=Bank_service_unreliable
/CRITERIA=CI(.9500).
T-Test
Notes

Output Created

17-Sep-2014 19:35:32

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

1.9627

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=1
/MISSING=ANALYSIS
/VARIABLES=Bank_service_unreliable
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.031

Elapsed Time

00:00:00.007

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Bank_service_unreliable

Mean

200

Std. Deviation

2.0550

Std. Error Mean

.84590

.05981

One-Sample Test

Test Value = 1
95% Confidence Interval of the
Difference
t

Bank_service_unreliable

17.638

Df

Sig. (2-tailed)

199

.000

Mean Difference

1.05500

Lower

Upper

.9370

1.1730

T-TEST
/TESTVAL=1
/MISSING=ANALYSIS
/VARIABLES= Employee_not_courteous
/CRITERIA=CI(.9500).
T-Test

Notes

Output Created

17-Sep-2014 19:35:45

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=1
/MISSING=ANALYSIS
/VARIABLES=Employees_rude
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.008

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Employee_not
courteous

Mean

200

Std. Deviation

1.7000

Std. Error Mean

.97197

.06873

One-Sample Test

Test Value = 1
95% Confidence Interval of the
Difference
T

Employee_not
courteous

T-TEST
/TESTVAL=2.5

10.185

df

Sig. (2-tailed)

199

.000

Mean Difference

.70000

Lower

Upper

.5645

.8355

/MISSING=ANALYSIS
/VARIABLES=Employee_caring
/CRITERIA=CI(.9500).
T-Test
Notes

Output Created

17-Sep-2014 19:36:05

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Employees_caring
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Notes

Output Created

17-Sep-2014 19:36:05

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=2.5
/MISSING=ANALYSIS
/VARIABLES=Employees_caring
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.000

Elapsed Time

00:00:00.006

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

Employee_caring

Mean

200

Std. Deviation

4.2300

Std. Error Mean

.99602

.07043

One-Sample Test

Test Value = 2.5

95% Confidence Interval of the
Difference
T

Employee_caring

24.564

df

Sig. (2-tailed)

199

.000

T-TEST
/TESTVAL=1
/MISSING=ANALYSIS
/VARIABLES= interest_rate_for_loan_product_are_high
/CRITERIA=CI(.9500).

Mean Difference

1.73000

Lower

1.5911

Upper

1.8689

T-Test
Notes

Output Created

17-Sep-2014 19:36:32

Comments
Input

Data

D:\spss save\data entry.sav

Active Dataset

DataSet1

Filter

<none>

Weight

<none>

Split File

<none>

N of Rows in Working Data File

Missing Value Handling

Definition of Missing

200
User defined missing values are treated as
missing.

Cases Used

Statistics for each analysis are based on the

cases with no missing or out-of-range data
for any variable in the analysis.

Syntax

T-TEST
/TESTVAL=1
/MISSING=ANALYSIS

/VARIABLES=Loan_rate_of_interset_unrea
sonable
/CRITERIA=CI(.9500).

Resources

Processor Time

00:00:00.032

Elapsed Time

00:00:00.007

[DataSet1] D:\spss save\data entry.sav

One-Sample Statistics

interest_rate_for_loan_product_are

Mean

200

_high

Std. Deviation

1.7100

Std. Error Mean

.95418

.06747

One-Sample Test

Test Value = 1

95% Confidence Interval of the

Difference

Df

Sig. (2-tailed)

Mean Difference

Lower

Upper

interest_rate_for_loan_product_a
re_high

10.523

199

.000

.71000

.5770

.8430

Annexure-v
QUESTIONNAIRE
USE ()
Strongly
Agree
(5)
1

During my Banking
experience I found the bank
offered excellent service

During my Banking
experience the Bank Offers
Accurate and dependable
Service.

During my Banking
experience with this branch
I found the employees
courteous at all times

During my Banking
experience, the employees
provided me prompt
assistance at the time of
starting relationship with
the bank.

During the transaction with

the branch the employees
provided me personal &
individualized attention.

During my Banking
experience I found the
present interest rate are
reasonable.

Agree
(4)

Neither
agree nor
Disagree
(3)

Disagree
(2)

Strongly Disagree
(1)

During my Banking
experience with this branch
7

I find minimum avg.

balance of one
thousandrupees for saving
account is expensive

During my banking
experience I pleased to pay
one thousand rupee for
opening account reasonable.

During my banking
experience i found the
service provided by the
bank was very satisfactory.

10

During my banking
experience i found the
service provided bythis
bank was unreliable.

11

During my Banking
experience i found
theemployees were not
courteous to me.

12

During my Banking
experience i found the bank
employees were caring.

13

During my Banking
experience i found the
interest rate for loan product
are high.

14

During my Banking
experience i found the Bank
Services offered by the bank
are better than being offered

by other banks in the

market.

1. Sex
A. Male

2. Age
A. 18-25
C. 40-55
3. Education
A. Less than matric
C. Intermediate
E. Post graduate
4. Occupation
A. Business Man
C. Retired
E. Others
5. Income (Per Month)
A. Below 10000
C. 20000-30000

B. Female

B. 25-40
D. Above 55
B. Matric
D. Graduate

B. Service
D. Self Employed-Professional

B. 10000-20000
D. Above 30000

6. For the past how many years you have account with PNB ?
A. 1-2 Year
B. 2-4 year
C. 4-7 year
D. 7 and above years

ANNEXURE VI
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