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FACTORS AFFECTING ENTERPRISE CUSTOMERS’ SATISFACTION OF CREDIT SERVICES PROVIDED BY COMMERCIAL BANKS IN THAINGUYEN PROVINCE A DISSERTATION PAPER Presented to the Faculty of the Graduate Program of the College of Business and Accountancy Central Philippine University, Philippines In Collaboration with Thai Nguyen University, Vietnam By NGO THUY HA OCTOBER 2016 i ACKNOWLEDGEMENT The author wishes to convey the gratitude to the following persons who wholeheartedly devoted and helped make this piece of work a reality: To Dr Do Dinh Long for his advices, guidance, supervision, suggestions and precious time in enthusiastically reading and checking the manuscript, providing the author useful materials; To Professor Teodoro C Robles, President of the Central Philippine University, Philippines and Professor Dang Kim Vui, President of the Thai Nguyen University, Viet Nam for their incomparable contribution and support to the development of Doctor of Business Administration programe in Thai Nguyen University; To Dr Mario Tajanlangit, Dr Reynaldo Nene Dusaran, Dr Tran Nhuan Kien, Dr Do Dinh Long, Dr Pham Van Hanh, members of the oral examination committee, for their comments and suggestions to further improve this manuscript; To the leadership of International Cooperation Center for Training and Study Abroad and their staff for their enthusiasm to support executive for the participants completed the study program To Mrs Pham Thi Minh Khuyen who unselfishly shared her expertise in research, for her patience and understanding as an adviser To the faculties and researchers of Thai Nguyen University of Economics and Business Administration and the respondents of the study, for their active involvement and cooperation which made the conduct of the study possible; To my family and friends for their love and support in one way or another, and to all who have contributed to make this study a success Finally, to my God, my Creator, my Savior who guide and lead me there and make everything possible Thank you so much! NGO THUY HA TABLE OF CONTENTS ACKNOWLEDGEMENT i TABLE OF CONTENTS LIST OF TABLES ii LIST OF FIGURES iv LIST OF ABBREVIATIONS vi ABSTRACT vii CHAPTER 1: INTRODUCTION 1.1 PROBLEM STATEMENT 1.2 OBJECTIVES 1.2.1 Objectives of research 1.2.2 Specific objectives 1.3 THEORETICAL FRAMEWORK 1.4 CONCEPTUAL FRAMEWORK 1.5 RESEARCH HYPOTHESES 10 1.6 OPERATIONAL DEFINITION AND MEASUREMENT OF VARIABLES 11 1.7 SIGNIFICANCE OF THE STUDY 13 1.8 SCOPE AND LIMITATION 13 1.8.1 Research scope 13 1.8.2 Research limitation 14 CHAPTER 2: LITERATURE REVIEW 15 2.1 INTRODUCTION 15 2.2 RELATED LITERATURE 15 2.2.1 Definition of satisfaction 15 2.2.2 Definition of service quality and relation with satisfaction 17 2.2.3 Satisfaction measurement model 19 2.2.4 Service customers’ satisfaction measurement model 25 2.2.5 Organization’s satisfaction measurement model 27 2.3 RELATED STUDIES IN BANKING SECTOR 30 2.4 PROCESS TO APPLY THE RESULTS OF ASSESSING CUSTOMERS’ SATISFACTION IN BUSINESS 33 CHAPTER 3: RESEARCH METHODOLOGY 36 3.1 RESEARCH DESIGN 36 3.1.1 Proposed factor after literature review 37 3.1.2 Qualitative research 39 3.1.3 Pilot survey 40 3.2 POPULATION AND SAMPLE RESPONDENTS 40 3.2.1 Population 40 3.2.2 Sample respondents 41 3.3 SAMPLING TECHNIQUE 41 3.4 DATA GETHERING AND INSTRUMENTS 42 3.4.1 Data gathering 42 3.4.2 Instruments 43 3.5 DATA PROCESSING AND ANALYSIS 44 3.5.1 Data processing 44 3.5.2 Information analyzing method 44 CHAPTER 4: DATA PRESENTATION, ANALYSIS AND INTERPRETATION 49 4.1 CHARACTERISTIC OF SURVEY SAMPLE 49 4.1.1 Characteristic of respondents 49 4.1.2 Characteristic of sample enterprises 49 4.1.3 Credit services provided by commercial banks in Thai Nguyen province 53 4.1.4 Importance of effecting factors to enterprises satisfaction with credit service 59 4.2 EVALUATION THE RELIABILITY OF EFFECTIVE FACTORS TOWARD ENTERPRISE’S SATISFACTION MODEL SCALES 63 4.2.1 IMA – Image of Bank 64 4.2.2 UTI - Utility 64 4.2.3 EMP – Empathy 65 4.2.4 ASS - Assurance 66 4.2.5 PRI – Price 67 4.2.6 BS - Buying situation 67 4.3 ANALYSIS THE EXPLORE FACTOR (EFA) 68 4.4 THE EFECTIVENESS OF FACTORS TOWARD ENTERPRISE’S SATISFATION WITH CREDIT SERVICES OF THAI NGUYEN COMERCIAL BANKS 71 4.5 LEVEL OF SATISFATION WITH CREDIT SERVICES OF THAI NGUYEN COMMERCIAL BANKS 76 4.5.1 General Enterprises’ satisfaction with credit services of commercial Banks at Thainguyen Provinces 76 4.5.2 Differences in assessing the satisfaction of enterprises with bank credit services of old and new bank group 78 4.5.3 Differences in assessing the satisfaction of small, medium and large enterprises with bank credit services 81 4.5.4 Differences in assessing the satisfaction of respondents in different position in enterprises with bank credit services 84 4.6 RECOMMENDATIONS FROM ENTERPRISES TO BANKS 85 4.7 RESEARCH FINDINGS 85 CHAPTER 5: CONCLUSION AND POLICY RECOMMENDATIONS 87 5.1 SUMMARY OF THE RESEARCH RESULTS 87 5.2 CONCLUSIONS 90 5.2.1 Conclussions 90 5.2.2 Orientation to develop credit Service of Thainguyen banking system 91 5.3 POLICY RECOMMENDATIONS 96 5.3.1 Policy Recommendations to commercial Banks at Thainguyen province 96 5.3.2 Policy Recommendations to Thai Nguyen government 103 5.3.3 Policy Recommendations to State Bank of Viet Nam and Government 104 REFERENCES 106 APPENDIX 114 APPENDIX 115 APPENDIX 116 APPENDIX 121 APPENDIX 1218 ii LIST OF TABLES Table 2.1: Micro-Model of Customer Satisfaction 24 Table 2.2: Factors influencing satisfaction and trust in Bank 31 Table 3.1: Proposed factor after literature review 38 Table 3.2: Structure of sample enterprises by type and capital 42 Table 4.1: Location of sample enterprises 51 Table 4.2: Main business area of sample enterprises 51 Table 4.3: Lifetime of sample enterprises 52 Table 4.4: Ratio loan from bank 52 Table 4.5: Total transaction through the bank 53 Table 4.6: Number of enterprise customers of Bank 54 Table 4.7: Most often used Bank 55 Table 4.8: Second often used Banks 56 Table 4.9: Credit services which are using in Second often used Banks 57 Table 4.10: Credit services which are using in Most often used Banks 58 Table 4.11: The important of Image of bank to enterprises‘ satisfaction 59 Table 4.12: The important of Utility to enterprises‘ satisfaction 60 Table 4.13: The important of Empathy of bank to enterprises‘ satisfaction 61 Table 4.14: The important of Assurance to enterprises‘ satisfaction 62 Table 4.15: The important of Price to enterprises‘ satisfaction 62 Table 4.16: The important of Buying situation to enterprises‘ satisfaction 63 Table 4.17: Total Cronbach Alpha 63 Table 4.18: Reliability and Item-Total Statistics of Image of Bank groups 64 Table 4.19: Reliability and Item-Total Statistics of Utility group 64 Table 4.20: Reliability and Item-Total Statistics of Empathy group 65 Table 4.21: Reliability and Item-Total Statistics of Assurance group 66 Table 4.22: Reliability and Item-Total Statistics of Price group 67 Table 4.23: Reliability and Item-Total Statistics of Buying situation group 67 Table 4.24: KMO and Bartlett's Test 68 Table 4.25: Total Variance Explained 68 Table 4.26: Rotated Component Matrix 69 iii Table 4.27: Pearson Correlations 72 Table 4.28: Model Summary by Enter method 72 Table 4.29: ANOVAa by Enter method 73 Table 4.30: Regression Results 73 Table 4.31: Total satisfation to credit services of the most used Bank 76 Table 4.32 : Satisfaction with credit services of Most often used Banks 77 Table 4.33: Satisfaction with credit services of Second often used Banks 77 Table 4.34: Total satisfation to most used bank divided by group of Bank 78 Table 4.35: Results of T-test by group of Bank 79 Table 4.36: Satisfaction by scale of enterprises 81 Table 4.37: Test of Homogeneity of Variances 82 Table 4.38: Results of Anova by scale of enterprise 82 Table 4.39: The results of the Tukey Post Hoc Tests 83 Table 4.40: Satisfaction by position of respondents 84 Table 4.41: Test of Homogeneity of Variances 84 Table 4.42: Results of Anova by position of respondents 85 Table 5.1: Results of research hypothesis 89 iv LIST OF FIGURES Figure 1.1: Five dimensions of Perceived service Quality [Parasuraman et al., 1988] Figure 1.2: The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty of Andreassen and Lindestad, 1998b Figure 1.3: Model of the formation of SMEs‘ satisfaction with banks‘ services Figure 1.4: The Webster and Wind Model of organization Buying Behaviour Figure 1.5: Influential factors to enterprises‘ satisfation with banking services Figure 2.1: Related literature of the study 15 Figure 2.2: Traditional Macro-Model of Customer Satisfaction 20 Figure 2.3 : Swedish Customer Satisfaction Barometer (SCSB) Model 22 Figure 2.4 American Customer Satisfaction Index (ACSI) Model 22 Figure 2.5 European Customer Satisfaction Index (ECSI) Model 23 Figure 2.6: SERVQUAL model 26 Figure 2.7: Dimensions of Overall customer Satisfaction 28 Figure 2.8 The Satisfaction/dissatisfaction model of B2B buyer behavior 29 Figure 2.9: Drivers of customer satisfaction 30 Figure 2.10: step process to make longer – term improvements customer satisfaction 34 Figure 3.1: Research process 37 Figure 3.1: Structure of enterprises in ThaiNguyen divided by types of enterprise 41 Figure 3.2: Structure of enterprises in ThaiNguyen divided by size of capital 41 Figure 4.1: Characteristic of respondents 49 Figure 4.2: Structure of sample enterprises divided by types of enterprise 50 Figure 4.3: Structure of sample enterprises divided by size of capital 50 Figure 4.4: Plot of Means by group of banks 79 Figure 4.5 : Differences in assessing the satisfaction of enterprises with bank credit services of old and new bank group 80 Figure 4.6: Plot of Means by scale of enterprise 83 Figure 5.1: Digital innovation in banking offers potential rewards and losses 91 v Figure 5.2: Drivers for financial inclusion and financial awareness 92 Figure 5.3: Sample of evaluating effective factors to satisfaction basing on means and importance of each factors 100 vi LIST OF ABBREVIATIONS Abbreviation Agribank Meaning Bank of Agriculture and Rural Development ASCI American Customer Satisfaction Index ATM Automated Teller Machine B2B Business-to-business B2C Business-to-consumer BIDV BOD CMA and FCA CRM Bank for Investment and Development Board of directors Finacial Conduct Authority, Competition & Markets Authority Customer relationship management CSI Customer satisfaction index CVP Customer value proposition ECSI European customer satisfaction index JSCBs Joint stock commercial banks NCSB Norwegian Customer Satisfaction Barometer SBV State Bank of Vietnam SCSB Swedish Customer Satisfaction Barometer SMEs Small and medium sized enterprises SOCBs Vietcombank Vietinbank State-owned commercial banks The Bank for Foreign Trade of Vietnam Vietnam Industrial and Commercial Bank 151 Item-Total Statistics Scale Mean if Scale Variance Item Deleted if Item Deleted Corrected Item-Total Cronbach's Alpha if Item Correlation Deleted EMP1.Bank has concerns for customers on service quality EMP2.Staffs of Bank understand customer needs EMP3.Staffs of Bank take care of customers EMP4.Staffs of Bank provide benefit to customers EMP5.Bank has growth supporting policies for 21.38 4.185 729 828 21.42 4.393 740 827 21.37 4.812 599 852 21.29 4.435 647 843 21.38 4.545 650 843 21.25 4.471 599 853 customers EMP6.Bank has difficulty supporting customers policies for Reliability Statistics Cronbach's Alpha N of Items 742 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Cronbach's Item-Total Alpha if Item Correlation Deleted ASS1.Bank has insurance for services 17.16 2.916 401 739 ASS2.Bank commitments are clear and fully 17.00 3.275 329 755 17.01 2.877 550 682 16.81 2.654 667 637 16.93 2.526 607 655 ASS3.Bank has the ability to supply service for changes of customer needs ASS4.Personal information of customers are secured as promised ASS5.Invoices, transaction documents, the statement are full, clear and precise Reliability Statistics Cronbach's Alpha N of Items 152 686 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Cronbach's Item-Total Correlation Alpha if Item Deleted PRI1.Bank has reasonable service charges 8.77 889 460 645 PRI2.Bank has appropriate lending interest rate 8.54 943 501 595 8.81 811 544 533 PRI3.Bank has reasonable deposit interest rates with customers' account balance Reliability Statistics Cronbach's Alpha N of Items 815 Item-Total Statistics Scale Mean if Scale Variance Item Deleted if Item Deleted BS1.The necessity of the transaction BS2.Bank has enthusiasm and efficiency advisory staff BS3.Grievances are receptive and good handling Corrected Cronbach's Item-Total Correlation Alpha if Item Deleted 12.47 2.324 449 846 12.33 1.905 620 777 12.34 1.790 784 694 12.41 1.944 707 734 BS4.Bank has policies to encourage customers using their service in long-term Factor Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square Communalities 810 5585.741 Df 435 Sig .000 153 Initial Extraction IMA1.Bank has done perennial business 1.000 447 IMA2.Bank has derived the state banks 1.000 573 IMA3.Bank has the prestigious award certificate 1.000 570 1.000 513 UTI1.Bank has transactions with convenient location UTI2.Bank has wide network transactions 1.000 1.000 627 503 UTI3.Bank has the modern equipment, machinery system 1.000 552 UTI4.Bank has convenient timing work UTI5.Bank has a rich portfolio of services 1.000 1.000 669 715 UTI6.Bank has easily accessible services 1.000 691 UTI7.Bank has easy transaction procedures UTI8.Bank has easy-to-see trading desk and convenient 1.000 625 1.000 553 EMP1.Bank has concerns for customers on service quality EMP2.Staffs of Bank understand customer needs 1.000 1.000 770 790 EMP3.Staffs of Bank take care of customers 1.000 570 EMP4.Staffs of Bank provide benefit to customers EMP5.Bank has growth supporting policies for customers 1.000 1.000 657 610 EMP6.Bank has difficulty supporting policies for customers 1.000 573 ASS1.Bank has insurance for services ASS2.Bank commitments are clear and fully 1.000 1.000 473 286 1.000 573 1.000 720 ASS5.Invoices, transaction documents, the statement are full, clear and precise 1.000 640 PRI1.Bank has reasonable service charges 1.000 505 PRI2.Bank has appropriate lending interest rate PRI3.Bank has reasonable deposit interest rates with 1.000 644 1.000 683 1.000 400 BS2.Bank has enthusiasm and efficiency advisory staff 1.000 659 BS3.Grievances are receptive and good handling BS4.Bank has policies to encourage customers using their 1.000 803 1.000 724 IMA4.Bank has the facade of the headquarters, transaction that creates a good impression layout ASS3.Bank has the ability to supply service for changes of customer needs ASS4.Personal information of customers are secured as promised customers' account balance BS1.The necessity of the transaction service in long-term Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Component Total Loadings % of Variance Cumulative % Total % of Variance 8.421 28.072 28.072 8.421 28.072 2.711 9.037 37.109 2.711 9.037 154 2.137 7.123 44.232 2.137 7.123 2.019 6.728 50.960 2.019 6.728 1.604 5.347 56.307 1.604 5.347 1.223 1.113 4.077 3.711 60.385 64.095 1.223 4.077 1.021 3.403 67.499 10 955 851 3.182 2.835 70.681 73.517 11 795 2.651 76.168 12 13 763 664 2.543 2.213 78.711 80.924 14 623 2.075 83.000 15 16 564 558 1.882 1.859 84.881 86.740 17 489 1.630 88.370 18 19 451 441 1.504 1.470 89.874 91.344 20 399 1.329 92.672 21 22 337 328 1.123 1.094 93.796 94.889 23 295 982 95.872 24 25 271 224 904 745 96.775 97.521 26 209 696 98.216 27 28 176 134 587 446 98.804 99.250 29 118 393 99.643 30 107 357 100.000 Total Variance Explained Extraction Sums of Component Rotation Sums of Squared Loadings Squared Loadings Cumulative % Total % of Variance Cumulative % 28.072 4.408 14.694 14.694 37.109 3.734 12.447 27.142 44.232 50.960 3.220 2.762 10.734 9.206 37.876 47.082 56.307 2.008 6.695 53.776 60.385 1.983 6.608 60.385 10 11 12 13 14 155 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Extraction Method: Principal Component Analysis Component Matrixa Component EMP3.Staffs of Bank take care of customers UTI7.Bank has easy transaction procedures UTI1.Bank has transactions with convenient location UTI3.Bank has the modern equipment, machinery system ASS4.Personal information of customers promised are secured ASS5.Invoices, as full, clear and precise UTI4.Bank has convenient supporting customers 713 683 -.340 677 -.381 671 664 -.326 transaction documents, the statement are timing work EMP5.Bank has policies 663 640 -.476 growth for UTI6.Bank has easily accessible services EMP2.Staffs of Bank understand customer needs BS2.Bank has enthusiasm and efficiency advisory staff 620 -.316 604 -.397 601 464 598 363 375 156 BS4.Bank has policies to encourage customers using their service in long-term EMP6.Bank has supporting customers are 411 difficulty policies BS3.Grievances 575 for receptive and good handling 564 342 -.332 560 433 335 -.402 ASS3.Bank has the ability to supply service for changes of customer needs PRI2.Bank has appropriate lending interest rate EMP4.Staffs of Bank provide benefit to customers UTI2.Bank has wide network transactions UTI8.Bank has easy-to-see trading desk and convenient 538 403 517 510 362 499 -.438 484 -.391 -.337 398 -.433 320 -.471 439 layout UTI5.Bank has a rich portfolio of services ASS1.Bank has insurance for services BS1.The necessity of the transaction EMP1.Bank has concerns for customers on service quality 459 458 525 597 328 477 banks IMA3.Bank has the prestigious award certificate 356 are 317 345 540 402 468 430 343 380 clear and fully PRI3.Bank has reasonable deposit interest rates with 345 516 IMA2.Bank has derived the state creates a good impression ASS2.Bank commitments 422 418 IMA1.Bank has done perennial business IMA4.Bank has the facade of the headquarters, transaction that -.382 440 -.351 456 customers' account balance PRI1.Bank has service charges reasonable 412 Extraction Method: Principal Component Analysis.a a components extracted .421 157 Rotated Component Matrixa Component UTI6.Bank has easily accessible services UTI5.Bank has a rich portfolio of services UTI4.Bank has convenient timing work UTI1.Bank has transactions with convenient location UTI3.Bank has the modern equipment, machinery system 795 758 750 696 307 629 UTI7.Bank has easy transaction procedures .603 417 UTI2.Bank has transactions .561 428 wide network UTI8.Bank has easy-to-see trading desk and convenient layout EMP1.Bank has concerns 520 for 380 818 customers on service quality EMP2.Staffs of Bank understand customer needs 795 EMP4.Staffs of Bank provide benefit to customers 757 EMP5.Bank has growth 685 supporting policies for customers EMP6.Bank has difficulty supporting policies for customers EMP3.Staffs of Bank take care of customers BS3.Grievances are receptive and good handling BS4.Bank has policies BS2.Bank has enthusiasm and efficiency advisory staff necessity of the transaction ASS3.Bank has the ability to supply 307 335 550 825 to encourage customers using their service in long-term BS1.The 651 804 735 552 service for changes of customer needs ASS4.Personal information of customers are secured as promised ASS1.Bank services has insurance for 662 406 629 318 572 158 ASS5.Invoices, transaction documents, the statement are full, 487 546 clear and precise ASS2.Bank commitments are clear 494 and fully PRI3.Bank has reasonable deposit interest rates with customers' 772 account balance PRI2.Bank has appropriate lending 680 interest rate PRI1.Bank has reasonable service charges 645 IMA2.Bank has derived the state 720 banks IMA3.Bank has the prestigious -.363 award certificate IMA1.Bank has done perennial 621 business IMA4.Bank has the facade of the headquarters, transaction that 554 creates a good impression Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization.a a Rotation converged in iterations Correlations Correlations Total.satis Total.satis Pearson Correlation T.IMA T.UTI T.EMP T.ASS T.PRI 350 Pearson Correlation 306 Sig (2-tailed) 000 N 350 Pearson Correlation 512 Sig (2-tailed) 000 N 350 Pearson Correlation 519 Sig (2-tailed) 000 N 350 Pearson Correlation 516 Sig (2-tailed) 000 N 350 Pearson Correlation 472 Sig (2-tailed) 000 T.IMA 306 Sig (2-tailed) N 633 ** ** 512 000 000 350 350 204 350 ** T.UTI 204 ** ** 350 134 012 000 012 350 350 397 166 019 002 350 ** 000 350 350 473** 422 000 473 350 ** 000 350 * 519** 000 350 ** 000 350 125 519 166** 000 350 ** 002 ** 397 ** 516** 350 * 000 350 ** 134 T.ASS 000 350 ** 350 * 519 ** 000 000 ** T.EMP 350 ** 310 000 350 ** 380** 000 159 N T.BS 350 350 ** 196 350 ** 325 350 ** 491 350 ** 421** Pearson Correlation 561 Sig (2-tailed) 000 000 000 000 000 N 350 350 350 350 350 Correlations T.PRI Total.satis T.IMA T.UTI T.EMP T.ASS T.PRI Pearson Correlation 472 Sig (2-tailed) 000 N 350 Pearson Correlation 125 Sig (2-tailed) 019 N 350 Pearson Correlation 422 Sig (2-tailed) 000 N 350 Pearson Correlation 310 Sig (2-tailed) 000 N 350 ** 350 * 000 350 ** 000 350 ** 000 350 ** 421** 000 000 N 350 350 Pearson Correlation 401** 000 350 Pearson Correlation 401 Sig (2-tailed) 000 N 350 Variables Entered/Removeda Variables Variables Entered Removed Method T.IMA, T.UTI, T.PRI, T.EMP, T.ASSb a Dependent Variable: Total.satis b All requested variables entered Model Summaryb 491** Sig (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) T.BS, 325** 380 ** Correlation is significant at the 0.01 level (2-tailed) 196** Pearson Correlation N Model 561 000 Sig (2-tailed) T.BS T.BS ** Enter 350 ** 350 160 Model R R Square 727 a Adjusted R Std Error of Durbin- Square the Estimate Watson 528 520 41523 1.772 a Predictors: (Constant), T.BS, T.IMA, T.UTI, T.PRI, T.EMP, T.ASS b Dependent Variable: Total.satis ANOVAa Sum of Squares Model Df Mean Square Regression 66.116 11.019 Residual 59.138 343 172 125.254 349 Total F Sig 63.912 000b a Dependent Variable: Total.satis b Predictors: (Constant), T.BS, T.IMA, T.UTI, T.PRI, T.EMP, T.ASS Coefficientsa Model Unstandardized Coefficients B (Constant) Std Error -3.009 339 T.IMA 230 059 T.UTI 250 T.EMP Standardized Coefficients t Sig Beta -8.888 000 149 3.902 000 063 184 3.984 000 262 066 183 3.979 000 T.ASS 201 068 139 2.937 004 T.PRI 224 060 163 3.748 000 T.BS 336 060 258 5.646 000 Coefficientsa Model Collinearity Statistics Tolerance VIF (Constant) T.IMA 939 1.066 T.UTI 644 1.553 T.EMP 654 1.528 T.ASS 612 1.634 T.PRI 732 1.366 T.BS 659 1.517 a Dependent Variable: Total.satis Collinearity Diagnosticsa 161 Variance Proportions Condition Model Dimension Eigenvalue 1 6.961 1.000 00 00 00 00 011 25.229 01 69 01 03 008 29.125 00 01 31 04 007 32.080 00 00 03 18 005 36.637 12 03 33 34 005 39.172 00 00 29 22 003 45.521 86 27 02 18 Index (Constant) T.IMA T.UTI T.EMP Collinearity Diagnosticsa Variance Proportions Model Dimension 1 00 00 00 02 02 05 03 04 49 09 68 02 00 07 39 82 00 00 03 19 04 T.ASS T.PRI T.BS a Dependent Variable: Total.satis T-Test Group Statistics Std Error Most used bank group N Total satisfation to Old Group Bank New Group Mean Std Deviation Mean 312 3.41 645 037 38 3.18 563 091 Independent Samples Test t-test for Levene's Test for Equality of Equality of Variances Means F Total satisfation to Bank Equal variances assumed Equal variances not assumed Sig 8.802 t 003 2.065 2.299 162 Independent Samples Test t-test for Equality of Means Mean Df Total satisfation to Bank Equal variances assumed Equal variances not assumed Sig (2-tailed) Difference 348 040 226 49.655 026 226 Independent Samples Test t-test for Equality of Means 95% Confidence Interval of the Difference Std Error Difference Total satisfation to Bank Lower Upper Equal variances assumed 109 011 441 Equal variances not assumed 098 029 424 Oneway Descriptives Total.satis 95% Confidence N Mean Std Deviation Std Error Interval for Mean Lower Bound Small Enterprise Medium Enterprise 289 42 3.1920 3.4524 59393 63255 03494 09760 3.1233 3.2553 Large Enterprise Total 19 350 3.3421 3.2314 50146 59908 11504 03202 3.1004 3.1684 Descriptives Total.satis 95% Confidence Interval for Mean Minimum Maximum Upper Bound Small Enterprise 3.2608 2.00 5.00 Medium Enterprise Large Enterprise 3.6495 3.5838 2.00 2.50 4.50 4.50 Total 3.2944 2.00 5.00 Test of Homogeneity of Variances Total.satis Levene Statistic 793 df1 df2 Sig 347 453 163 ANOVA Total.satis Sum of Squares Between Groups Within Groups Total Df Mean Square 2.732 1.366 122.523 125.254 347 349 353 F Sig 3.868 022 Post Hoc Tests Multiple Comparisons Dependent Variable: Total.satis Tukey HSD (I) Scale of Enterprise (J) Scale of Enterprise Small Enterprise Medium Enterprise Medium Enterprise Large Enterprise Mean Difference (I-J) Std Error Sig -.26034* 09813 023 Large Enterprise -.15006 14073 536 Small Enterprise * 09813 023 Large Enterprise 11028 16429 780 Small Enterprise 15006 14073 536 -.11028 16429 780 26034 Medium Enterprise Multiple Comparisons Dependent Variable: Total.satis Tukey HSD (I) Scale of Enterprise (J) Scale of Enterprise Small Enterprise Medium Enterprise Large Enterprise -.0294 Large Enterprise -.4813 1812 Small Enterprise 0294 4913 Large Enterprise -.2764 4970 Small Enterprise -.1812 4813 Medium Enterprise -.4970 2764 Total.satis a,b Small Enterprise Large Enterprise Medium Enterprise Upper Bound -.4913 Homogeneous Subsets Scale of Enterprise Lower Bound Medium Enterprise * The mean difference is significant at the 0.05 level Tukey HSD 95% Confidence Interval Subset for alpha = 0.05 N 289 3.1920 19 42 3.3421 3.4524 164 Sig .141 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 37.546 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed Descriptives Total.satis 95% Confidence Interval for N Mean Std Deviation Mean Std Error Lower Bound Manager Accountant Project staff Total Upper Bound 223 3.2130 61194 04098 3.1322 3.2938 88 39 3.2216 3.3590 54593 63814 05820 10218 3.1059 3.1521 3.3373 3.5658 350 3.2314 59908 03202 3.1684 3.2944 Descriptives Total.satis Minimum Maximum Manager 2.00 5.00 Accountant Project staff 2.00 2.00 5.00 5.00 Total 2.00 5.00 Test of Homogeneity of Variances Total.satis Levene Statistic 1.107 df1 df2 Sig 347 332 ANOVA Total.satis Sum of Squares Df Mean Square Between Groups Within Groups 719 124.536 347 Total 125.254 349 Post Hoc Tests 359 359 F 1.001 Sig .368 165 Multiple Comparisons Dependent Variable: Total.satis Tukey HSD (I) Position Manager Accountant (J) Position Difference (I-J) Std Error 95% Confidence Interval Sig .07542 993 -.1861 1689 Project staff -.14597 10398 340 -.3907 0988 00859 07542 993 -.1689 1861 -.13738 11524 459 -.4086 1339 Manager 14597 10398 340 -.0988 3907 Accountant 13738 11524 459 -.1339 4086 Manager Total.satis Tukey HSDa,b Manager Upper Bound -.00859 Homogeneous Subsets Position Lower Bound Accountant Project staff Project staff Mean Subset for alpha = 0.05 N 223 3.2130 Accountant 88 3.2216 Project staff 39 3.3590 Sig .309 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 72.308 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed