# One-way ANOVA

## CHAPTER 4 DATA ANALYSIS

### 4.3.2 One-way ANOVA

ANOVA one-way test is being used to determine the relationship between the independents variables and the dependent variable used in this research.

Table 4.10 : ANOVA One Way Test (Overall Model) Model Sum of Squares Df Mean

Square

F Sig.

Regression 745.155 4 186.289 124.841 0.000***

Residual 589.423 395 1.492

Total 1334.577 399

Dependent variable: Customer satisfaction

Independent variables: (Constant),Security & privacy, Customer loyalty, Service quality, Convenience.

*, **, *** indicate 10%, 5% and 1% respectively.

H0: The respondents who are strongly disagree, disagree, neutral, agree or strongly agree have no different perceptions towards customer satisfaction towards online banking.

H1: At least one of the respondents who are strongly disagree, disagree, neutral, agree or strongly agree have different perceptions towards customer satisfaction towards online banking.

Table 4.10 shows that the ANOVA p-value of 0.000 is smaller than the significant level of 0.01. F value of 124.841 is significant indicates that this model is fitted and good in describing the perception of respondents on security and privacy, customer loyalty, service quality and convenience towards customer satisfaction on online

banking in Malaysia. Null hypothesis is rejected and there is sufficient evidence to conclude that there are at least one of the respondents have different perception towards customer satisfaction on online banking.

Table 4.11 ANOVA One Way Test Sum of Squares

df Mean Square F Sig.

Between

Groups 320.822 3 106.941 41.774 .000***

Within Groups 1013.756 396 2.560

Total 1334.577 399

*, **, *** indicate 10%, 5% and 1% respectively.

H0: There is no significant difference in perceptions between Groups on Customers’

Satisfaction towards Online Banking after amending the group category.

H1: There is a significant difference in perceptions between Groups on Customers’

Satisfaction towards Online Banking after amending the group category.

Since the p-value = 0.000 ≤ 0.05, the null hypothesis is rejected. Thus, there is enough evidence to conclude that there is significant difference in perceptions between Groups on Customers’ Satisfaction towards Online Banking after amending the group category at α = 0.05 significant level. Next, the Post Hoc Test is carried out.

Table 4.12 Post Hoc Test

Strongly agree -5.18447*** 1.14230 .000 Neutral

Disagree 2.15385 1.16002 .249

Agree -1.63131*** .27503 .000

Strongly agree -3.03062*** .30082 .000

Agree

Disagree 3.78516*** 1.13578 .005

Neutral 1.63131*** .27503 .000

Strongly agree -1.39931*** .18669 .000

Strongly agree

Disagree 5.18447*** 1.14230 .000

Neutral 3.03062*** .30082 .000

Agree 1.39931*** .18669 .000

*, **, *** indicate the mean difference is significant at 10%, 5% and 1%

respectively.

A Tukey Post Hoc test reveals that there is no mean difference in customer satisfaction between those who disagree and those who neutral with the statement of security & privacy. The mean difference of customer satisfaction score between those who disagree with the statements of security & privacy are 3.78516 times less satisfied compare with those who agree with the statement of security & privacy.

The mean difference of customer satisfaction score between those who disagree with the statement of security & privacy are 5.18447 times less satisfied compare with those who strongly agree with the statements of security & privacy.

Furthermore, the mean difference of customer satisfaction score between those who neutral with the statements of security & privacy are 1.63131 times less satisfied compare with those who agree with the statements of security & privacy. Besides, the mean difference score between those who neutral with the statements of security

& privacy are 3.03062 times less satisfied compare with those who strongly agree with the statements of security & privacy. Lastly, the mean difference of customer

satisfaction score between those who agree with the statements of security &

privacy are 1.39931 times less satisfied compare with those who strongly agree with the statements of security & privacy.

Table 4.13 ANOVA One Way Test Sum of Squares

df Mean Square F Sig.

Between

Groups 439.685 3 146.562 66.530 .000***

Within Groups 870.155 395 2.203

Total 1309.840 398

*, **, *** indicate 10%, 5% and 1% respectively.

H0: There is no significant difference in perceptions between Groups on Customers’

Satisfaction towards Online Banking after amending the group category.

H1: There is a significant difference in perceptions between Groups on Customers’

Satisfaction towards Online Banking after amending the group category.

Since the p-value = 0.000 ≤ 0.05, the null hypothesis is rejected. Thus, there is enough evidence to conclude that there is significant difference in perceptions between Groups on Customers’ Satisfaction towards Online Banking after amending the group category at α = 0.05 significant level. Next, the Post Hoc Test is carried out.

Table 4.14: Post Hoc Test

(I) Customer_loyalty2 (J) Customer_loyalty2 Mean Difference (I-J)

Std. Error Sig.

Disagree

Neutral -.79817 .49041 .364

Agree -2.10455*** .47990 .000

Strongly agree -4.00000*** .50696 .000

Neutral

Disagree .79817 .49041 .364

Agree -1.30638*** .17385 .000

Strongly agree -3.20183*** .23859 .000

Agree

Disagree 2.10455*** .47990 .000

Neutral 1.30638*** .17385 .000

Strongly agree -1.89545*** .21617 .000

Strongly agree

Disagree 4.00000*** .50696 .000

Neutral 3.20183*** .23859 .000

Agree 1.89545*** .21617 .000

*, **, *** indicate the mean difference is significant at 10%, 5% and 1%

respectively.

A Tukey Post Hoc test shows that there is no mean difference between those who disagree with the Customer Loyalty’s statements and those who neutral with the Customer Loyalty’s statements. Next, the mean difference of customer satisfaction score between those who disagree with the Customer Loyalty’s statements is 2.10455 times less satisfied compare with those who agree with the Customer Loyalty’s statements. The mean difference of customer satisfaction score between those who disagree with the Customer Loyalty’s statements is 4.00000 times less satisfied compare with those who strongly agree with the Customer Loyalty’s statements. The mean difference of customer satisfaction score between those who neutral with the Customer Loyalty’s statements is 1.30638 times less satisfied compare with those who agree with the Customer Loyalty’s statements. Besides, the mean difference of customer satisfaction score between those who neutral with the Customer Loyalty’s statements is 3.20183 times less satisfied compare with those who strongly agree with the Customer Loyalty’s statements. Lastly, the mean difference of customer satisfaction score between those who agree with the

Customer Loyalty’s statements is 1.89545 times less satisfied compare with those who strongly agree with the Customer Loyalty’s statements.

Table 4.15: ANOVA One Way Test Sum of

Squares

df Mean Square F Sig.

Between

Groups 397.743 3 132.581 56.042 .000***

Within Groups 936.835 396 2.366

Total 1334.578 399

*, **, *** indicate 10%, 5% and 1% respectively.

H0: There is no significant difference in perception between Groups on customer satisfaction towards online banking after amending the group category.

H1: There is significant difference in perception between Groups on customer satisfaction towards online banking after amending the group category.

Since the p-value = 0.000 ≤ 0.05, we reject the null hypothesis. There is enough evidence to conclude that there is significant difference in perception between Groups on customer satisfaction towards online banking after amending the group category at α = 0.05 significant level. Next, Post Hoc Test is carried out to determine the mean difference between the respondent’s perception.

Table 4.16 Post Hoc Test

(I) Service_quality2 (J) Service_quality2 Mean Difference (I-J)

Std. Error Sig.

Disagree

Neutral -1.47491*** .53098 .029

Agree -2.82947*** .52263 .000

Strongly agree -4.74474*** .57166 .000 Neutral

Disagree 1.47491*** .53098 .029

Agree -1.35456*** .17136 .000

Strongly agree -3.26983*** .28813 .000 Agree

Disagree 2.82947*** .52263 .000

Neutral 1.35456*** .17136 .000

Strongly agree -1.91528*** .27244 .000 Strongly agree

Disagree 4.74474*** .57166 .000

Neutral 3.26983*** .28813 .000

Agree 1.91528*** .27244 .000

*, **, *** indicate the mean difference is significant at 10%, 5% and 1%

respectively.

The Post hoc test shows that the mean difference of customer satisfaction score between those who disagree with the service quality’s statements is 1.47491 times less satisfied compare with those who neutral with the service quality’s statements.

The mean difference of customer satisfaction score between those who disagree with the service quality’s statements is 2.82947 times less satisfied compare with those who agree with the service quality’s statements. On the other hand, the mean difference of customer satisfaction score between those who disagree with the service quality’s statements is 4.74474 times less satisfied compare with those who strongly agree with the service quality’s statements. Moreover, the mean difference of customer satisfaction score between those who agree with the service quality’s statements is 1.35456 times more satisfied compare with those who neutral with the service quality’s statements. The mean difference of customer satisfaction score between those who strongly agree with the service quality’s statements is 3.26983 times more satisfied compare with those who felt neutral with the service quality’s

strongly agree with the service quality’s statements is 1.91528 times more satisfied compare with those who agree with the service quality’s statements. The overall picture shows that the perception of respondents are more towards strongly agreed and agreed to the statement of service quality.

Table 4.17 ANOVA One Way Test Sum of Squares

df Mean Square F Sig.

Between

Groups 294.133 2 147.067 57.338 .000***

Within Groups 1015.706 396 2.565

Total 1309.840 398

*, **, *** indicate 10%, 5% and 1% respectively.

H0: There is no significant difference in perceptions between Groups on Customers’

Satisfaction towards Online Banking after amending the group category.

H1: There is a significant difference in perceptions between Groups on Customers’

Satisfaction towards Online Banking after amending the group category.

Since the p-value = 0.000 ≤ 0.05, the null hypothesis is rejected. Thus, there is sufficient evidence to conclude that there is significant difference in perceptions between Groups on Customers’ Satisfaction towards Online Banking after amending the group category at α = 0.05 significant level. Next, the Post Hoc Test is carried out.

Table 4.18 Post Hoc Test

Strongly agree -3.06948*** .28768 .000

Agree Neutral 1.71762*** .22666 .000

Strongly agree -1.35186*** .22370 .000

Strongly agree Neutral 3.06948*** .28768 .000

Agree 1.35186*** .22370 .000

*, **, *** indicate the mean difference is significant at 10%, 5% and 1%

respectively.

A Tukey Post Hoc test shows that the mean difference of customer satisfaction score between those who neutral with the Convenience’s statements is 1.71762 times less satisfied compare with those who agree with the Convenience’s statements.

Besides, the mean difference of customer satisfaction score between those who agree with the Convenience’s statements is 1.35186 times less satisfied compare with those who strongly agree with the Convenience’s statements. Lastly, the mean difference of customer satisfaction score between those who strongly agree with the Convenience’s statements is 3.06948 times more satisfied compare with those who neutral with the Convenience’s statements. The overall figure shows that the perception of respondents are more towards strongly agreed and agreed to the statement of convenience.

Outline

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