**CHAPTER 4 DATA ANALYSIS**

**4.1.2 Central Tendencies Measurement of Constructs**

Central tendencies measurement of construct is very useful to evaluate each variables by using the mean values as well as ranking. Table 4.2 shows the central tendency measurement of the dependent variables (customer satisfaction) of the research. There are three statements are included in customer satisfaction.

Table 4.2: Customer Satisfaction

‘Continue using my current online banking services’ and the mean value is 4.10. It has 54.0% of respondents rated as agreed, 29.0% of respondents strongly agreed,

15.3% of neutral respondents as well as 1.3% of respondents rated as disagreed. On the other hand, there is only 0.5% rated as strongly disagreed.

It is followed by the statement of ‘Current online banking services provided are useful for customers’, it has the mean value of 4.02. ‘Current online banking services provided are useful for customers’ has 62.3% of respondents rated as agreed, 20.8% of respondents strongly agreed and 15.5% of neutral respondents.

On the other hand, there is only 1.5% respondent were strongly disagreed.

The lowest ranking of the statement is ‘Services offered by online banking company meet my requirement’ and it has the mean value of 3.85 which consist of 56.0% of respondents who agreed with the statement, 23.8% of neutral respondents, 16.5%

of respondents strongly agreed and 3.3% of the respondents disagreed. There are only 0.5% of the respondents rated as strongly disagreed.

Table 4.3 shows the central tendencies measurement of the independent variable (security & privacy) in the study. There are five statements are included in security and privacy.

Based on the Table 4.3, the first ranking of the statement of security & privacy is ‘I prefer higher security authentication when using online banking transaction’ with the mean value of 4.49. It has 59.3% of respondents who were strongly agreed with the statement, 31.8% of respondents rated as agreed, following by 8.0% of neutral respondents. On the other hand, there is only 1.0% of the respondent who rated as strongly disagreed.

It is followed by the second ranking statement of ‘Online banking company should provide a latest encryption technology to secure online transaction’ which has the mean value of 4.33. This statement has 48.3% of respondents rated as strongly agreed, 38.8% of respondents agreed with this statement, 11.3% of neutral respondents as well as 1.5% of respondents rated as disagreed. Furthermore, there are only 0.3% respondents were strongly disagreed.

The following ranking is the statement of ‘I need a secure communication access through Internet banking website’. It has the mean value of 4.32 which consist of 47.5% of respondents who strongly agreed with the statement, 38.8% of respondents who agreed, 12.0% of neutral respondents and 1.5% of the respondents who disagreed. On the other hand, there is only 0.3% of the respondents are strongly disagreed with this statement.

The following ranking statement is ‘Internet banking company concerns about customers’ privacy and security of any transactions’ with the mean value of 3.94.

There are 46.3% of respondents who agreed, 25.8% of neutral respondents, 25.3%

of respondents who rated as strongly agreed. However, there are only 2.8% of the respondents are disagreed.

‘I think that the websites in Malaysia have to ensure the safe transmission of its users’ information’ was placed at the last ranking. It has the mean value of 3.61 which consist of 45.8% of respondents who rated as agreed, 33.5% of respondents who rated as neutral, 12.3% of respondents who rated as strongly agreed and 7.3%

of the respondents disagreed with this statement. However, there is only 1.3% of the respondents are strongly disagreed.

Table 4.4 shows the central tendencies measurement of the independent variable (customer loyalty) in the study. There are five statements are included in customer loyalty.

Based on the Table 4.4, the first ranking of the statement of customer loyalty is ‘I would like to remain as a customer by continue using the online banking service of my current bank’. It has the mean value of 3.91 and consist of 54.8% of respondents who agreed, 23.0% of respondents who rated as neutral, 19.8% strongly agreed with

this statement, 1.5% of respondents disagreed with this statement. However, there are only 1.0% respondent who rated as strongly disagreed.

‘I have positive thoughts about the online banking services provided by my current bank’ has the mean value of 3.81. It has 53.5% of respondents agreed, 27.3% of neutral respondents, 15.8% of respondents strongly agreed and 3.3% of respondents who disagreed. Furthermore, there is only 0.3% respondents who were strongly disagreed.

The statement of ‘I am satisfied with the responsiveness of the online banking services by my current bank’ is placed at the third ranking which has the mean value of 3.79. It consists of 52.8% of respondents who agreed with this statement, 27.5%

of neutral respondents, 15.5% of respondents who rated as strongly agreed, 4.0% of the respondents disagreed with this statement. However, there are only 0.3% of the respondents were strongly disagreed.

The following ranking statement is ‘I consider myself to be loyal to my current bank online banking services’ with mean value of 3.77. There are 46.5% of respondents who agreed with this statement, 27.0% of neutral respondents, 19.3% of respondents strongly agreed, 6.5% of respondents who rated as disagreed. On the other hand, there is only 0.8% of the respondents who strongly disagreed.

The statement of ‘I would recommend the online banking service provided by my current bank to the others’ was placed at the lowest ranking. It has the mean value of 3.76 which consist of 45.5% of respondents who agreed with this statement,

32.0% of neutral respondents, 18.0% of respondents who rated as strongly agreed and 3.8% of the respondents disagreed with this statement. However, there are only 0.8% of the respondents rated as strongly disagreed.

Table 4.5 shows the central tendencies measurement of the independent variable (service quality) in the study. There are five statements are included in service

‘Online banking services are efficient in processing transactions and other requirements’. It has the mean value of 3.93. This statement has 58.5% of respondents rated as agreed, followed by 21.5% of respondents who rated as neutral, 18.3% strongly agreed with this statement. However, there are only 1.8%

respondent who rated as disagreed.

It is followed by the second ranking statement of ‘The delivery of online service is just-in-time’ which has the mean value of 3.77. It has 54.0% of respondents who agreed with this statement, 9.8% of neutral respondents, 13.0% of respondents strongly agreed and 3.0% of respondents disagreed. Furthermore, there is only 0.3%

respondents who were strongly disagreed.

The third ranking of the statement is ‘The information provided on the bank’s website is adequate and accurate’ which has the mean value of 3.76. This statement consist of 51.0% of respondents agreed, 29.0% of neutral respondents, 15.3% of respondents who rated as strongly agreed, 4.3% of the respondents disagreed with this statement. However, there are only 0.5% of the respondents are strongly disagreed with this statement.

The following ranking statement is ‘The speed of logging into account is fast’ with mean value of 3.69. It has 47.3% of respondents rated as agreed, 30.3% of respondents who rated as neutral, 15.0% of respondents who rated as strongly agreed, 6.5% of respondents who rated as disagreed. However, there are only 1.0%

of the respondents are strongly disagreed.

The statement of ‘It is easy to find all important information from the bank’s website’ was placed at the lowest ranking. It has the mean value of 3.59 which consist of 45.0% of respondents agreed, 33.3% of neutral respondents, 12.3% of respondents who rated as strongly agreed, 8.3% of the respondents disagreed with this statement. However, there are only 1.3% of the respondents rated as strongly disagreed.

Table 4.6 shows the central tendencies measurement of the independent variable (convenience) in the study. There are five statements are included in convenience.

Table 4.6: Convenience banking services can help to reduce non-monetary costs including time, energy and effort’ with the mean value of 4.22. In fact, this statement has 46.5% of respondents who agreed with this statement, 38.5% of respondents who strongly agreed, 13.8%

of respondents strongly agreed and 1.0% of respondents who disagreed. However, there are only 0.3% respondent who rated as strongly disagreed.

It is followed by the second ranking statement of ‘Online banking services allow me to access my account and conduct transaction with anybody, at any time and everywhere in the world’ which has the mean value of 4.09. This statement has 51.8% of respondents who agreed, 29.8% of respondents strongly agreed, 16.5% of neutral respondents, and 1.8% of respondents disagreed. On the other hand, there is only 0.3% respondents who rated as strongly disagreed.

The statement of ‘I place convenience as my top priority when i choose my online banking services’ was placed at the third ranking which has the mean value of 4.03.

It consist of 48.0% of respondents rated as agreed, following by 29.3% of respondents who rated as strongly agreed, 19.8% of respondents who rated as

neutral and 2.3% of the respondents disagreed with this statement. However, there are only 0.8% of the respondents are strongly disagreed with this statement.

The following ranking statement is ‘Online banking is an user-friendly financial management tool’ with mean value of 4.02. It has 54.3% of respondents rated as agreed, 24.3% of respondents who rated as strongly agreed, 20.8% of respondents who rated as neutral. However, there are only 0.8% of the respondents are disagreed.

The statement of ‘I will switch if the another bank is more capable to provide me a higher degree of convenience’ was placed at the lowest ranking. It has the mean value of 3.54 which consist of 36.3% of respondents rated as agreed, 36.0% of neutral respondents, 16.0% of respondents who rated as strongly agreed and 9.3%

of the respondents disagreed with this statement. However, there are only 2.5% of the respondents rated as strongly disagreed.