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8/3/2019 My Analytical Part

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4.3 CORRELATION

A correlation is a single number that describes the degree of

relationship between two variables. The correlation is a way to measure howassociated or related two variables are. There are two types or directions of

correlation. These are called positive correlation and negative correlation. In

a positive correlation, as the values of one of the variables increase, the

values of the second variable also increase. Likewise, as the value of one of

the variables decreases, the value of the other variable also decreases. In a

negative correlation, when the value of one of the variable increases, the

values of the second variable decreases. Correlations, whether positive or

negative, range in their strength from weak to strong. Two observations

from the correlation results have been considered: the Pearson correlation

and the significance level. The results of the correlation analysis are given

below:


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4.3.1 Table 1


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Correlations

Taking our

service from:

Janata Insurance

Company Ltd.

has modern

looking

equipment

The physical

facilities are

visually

appealing

Employees are

neat in their

appearance

The internal

decoration/arran

gements are

comfortable

The stuff function

is sufficient to the

customers ratio

Taking our service from: Pearson Correlation 1 -.362* -.018 -.278 -.140 .166

Sig. (2-tailed) .050 .926 .137 .460 .382

N 30 30 30 30 30 30

Janata Insurance Company

Ltd. has modern looking

equipment

Pearson Correlation -.362* 1 .558** .440* -.411* -.325

Sig. (2-tailed) .050 .001 .015 .024 .079

N 30 30 30 30 30 30

The physical facilities are

visually appealing

Pearson Correlation -.018 .558** 1 .222 -.013 -.094

Sig. (2-tailed) .926 .001 .238 .946 .622

N 30 30 30 30 30 30

Employees are neat in their

appearance

Pearson Correlation -.278 .440* .222 1 -.211 -.141

Sig. (2-tailed) .137 .015 .238 .262 .458

N 30 30 30 30 30 30

The internal

decoration/arrangements are

comfortable

Pearson Correlation -.140 -.411* -.013 -.211 1 .062

Sig. (2-tailed) .460 .024 .946 .262 .745

N 30 30 30 30 30 30

The stuff function is sufficient

to the customers ratio

Pearson Correlation .166 -.325 -.094 -.141 .062 1

Sig. (2-tailed) .382 .079 .622 .458 .745

N 30 30 30 30 30 30


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4.3.2 Table 2


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Correlations

Taking our

service from:

Janata Insurance

Company Ltd.

provides

services when

promised

Employees show

sincere interest

in solving your

problems

Errors corrected

promptly

Janata Insurance

Company Ltd. is

confidential

about your

account

information

You always get

the accurate

information at

time

Taking our service from: Pearson Correlation 1 -.142 -.227 .044 .090 .149

Sig. (2-tailed) .454 .227 .819 .636 .433

N 30 30 30 30 30 30


Ltd. provides services when

promised

Pearson Correlation -.142 1 .139 .054 -.069 .042

Sig. (2-tailed) .454 .464 .775 .716 .827

N 30 30 30 30 30 30

Employees show sincere

interest in solving your

problems

Pearson Correlation -.227 .139 1 .041 -.089 .171

Sig. (2-tailed) .227 .464 .829 .642 .367

N 30 30 30 30 30 30

Errors corrected promptly Pearson Correlation .044 .054 .041 1 .207 .123

Sig. (2-tailed) .819 .775 .829 .272 .516

N 30 30 30 30 30 30


Ltd. is confidential about your

account information

Pearson Correlation .090 -.069 -.089 .207 1 .268

Sig. (2-tailed) .636 .716 .642 .272 .152

N 30 30 30 30 30 30

You always get the accurate

information at time

Pearson Correlation .149 .042 .171 .123 .268 1

Sig. (2-tailed) .433 .827 .367 .516 .152


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4.3.3 Table 3


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Correlations

Taking our

service from:

Employees give

you prompt

service

Employees are

always willing to

help you

Employees are

never too busy to

respond to your

request

You can speak

to the higher

authority easily if

you need to

You dont need to

wait for a long

time for receiving

services

Taking our service from: Pearson Correlation 1 -.333 -.322 -.208 .233 .030

Sig. (2-tailed) .072 .082 .271 .216 .875

N 30 30 30 30 30 30

Employees give you prompt

service

Pearson Correlation -.333 1 .247 .320 .195 .371*

Sig. (2-tailed) .072 .189 .085 .301 .044

N 30 30 30 30 30 30

Employees are always willing

to help you

Pearson Correlation -.322 .247 1 .191 -.253 .404*

Sig. (2-tailed) .082 .189 .312 .178 .027

N 30 30 30 30 30 30

Employees are never too

busy to respond to your

request

Pearson Correlation -.208 .320 .191 1 -.045 .225

Sig. (2-tailed) .271 .085 .312 .812 .232

N 30 30 30 30 30 30

You can speak to the higher

authority easily if you need to

Pearson Correlation .233 .195 -.253 -.045 1 -.064

Sig. (2-tailed) .216 .301 .178 .812 .736

N 30 30 30 30 30 30

You dont need to wait for a

long time for receiving

services

Pearson Correlation .030 .371* .404* .225 -.064 1

Sig. (2-tailed) .875 .044 .027 .232 .736

N 30 30 30 30 30 30

*. Correlation is significant at the 0.05 level (2-tailed).


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4.3.4 Table 4


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Correlations

Taking our

service from:

The behavior of

employees

instills

confidence in

you

You feel safe in

your transactions

with Janata

Insurance

Company Ltd

Employees are

consistently

courteous with

you

Employees have

knowledge to

answering your

quarries

The security

system/facilities

are enough

Taking our service from: Pearson Correlation 1 .203 -.201 -.559** .107 -.029

Sig. (2-tailed) .281 .287 .001 .574 .879

N 30 30 30 30 30 30

The behavior of employees

instills confidence in you

Pearson Correlation .203 1 -.079 .062 -.127 -.057

Sig. (2-tailed) .281 .680 .743 .503 .766

N 30 30 30 30 30 30

You feel safe in your

transactions with Janata

Insurance Company Ltd

Pearson Correlation -.201 -.079 1 .216 -.025 .157

Sig. (2-tailed) .287 .680 .252 .895 .408

N 30 30 30 30 30 30

Employees are consistently

courteous with you

Pearson Correlation -.559** .062 .216 1 -.224 -.104

Sig. (2-tailed) .001 .743 .252 .233 .585

N 30 30 30 30 30 30

Employees have knowledge

to answering your quarries

Pearson Correlation .107 -.127 -.025 -.224 1 .018

Sig. (2-tailed) .574 .503 .895 .233 .924

N 30 30 30 30 30 30

The security system/facilities

are enough

Pearson Correlation -.029 -.057 .157 -.104 .018 1

Sig. (2-tailed) .879 .766 .408 .585 .924

N 30 30 30 30 30 30


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4.3.5 Table 5


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Correlations

Taking our

service from:

Janata Insurance

Company Ltd.

gives you

individual

attention

Service hours

are Convenient

Employees

understand the

specific needs of

customers

Employees

seemed caring

while dealing with

you

Taking our service from: Pearson Correlation 1 .252 .189 .007 .039

Sig. (2-tailed) .179 .317 .971 .839

N 30 30 30 30 30


Ltd. gives you individual

attention

Pearson Correlation .252 1 .056 .134 -.309

Sig. (2-tailed) .179 .768 .479 .097

N 30 30 30 30 30

Service hours are

Convenient

Pearson Correlation .189 .056 1 -.054 .196

Sig. (2-tailed) .317 .768 .776 .299

N 30 30 30 30 30

Employees understand the

specific needs of customers

Pearson Correlation .007 .134 -.054 1 .076

Sig. (2-tailed) .971 .479 .776 .688

N 30 30 30 30 30

Employees seemed caring

while dealing with you

Pearson Correlation .039 -.309 .196 .076 1

Sig. (2-tailed) .839 .097 .299 .688

N 30 30 30 30 30


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4.3.6 Table 6


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Correlations

Taking our

service from:

Claim recovery

process was

faster than you

were expecting

So many paper

work need to

done for claim

process

You have faith

on claim

recovery of

Janata Insurance

Company Ltd

From claim to

recovery, the

whole process

need more time

than promised

Claim

Department

needs more

improvement

Taking our service from: Pearson Correlation 1 -.112 -.012 .013 .192 .098

Sig. (2-tailed) .556 .948 .946 .309 .607

N 30 30 30 30 30 30

Claim recovery process was

faster than you were

expecting

Pearson Correlation -.112 1 -.099 -.371* -.365* -.368*

Sig. (2-tailed) .556 .603 .043 .047 .045

N 30 30 30 30 30 30

So many paper work need to

done for claim process

Pearson Correlation -.012 -.099 1 .472** .048 -.224

Sig. (2-tailed) .948 .603 .008 .800 .234

N 30 30 30 30 30 30

You have faith on claim

recovery of Janata Insurance

Company Ltd

Pearson Correlation .013 -.371* .472** 1 .110 .127

Sig. (2-tailed) .946 .043 .008 .564 .502

N 30 30 30 30 30 30

From claim to recovery, the

whole process need more

time than promised

Pearson Correlation .192 -.365* .048 .110 1 .243

Sig. (2-tailed) .309 .047 .800 .564 .196

N 30 30 30 30 30 30

Claim Department needs

more improvement

Pearson Correlation .098 -.368* -.224 .127 .243 1

Sig. (2-tailed) .607 .045 .234 .502 .196

N 30 30 30 30 30 30


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4.3.7 Table 7


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Correlations

Taking our

service from:

You are satisfied

with the return

on investment

from your

insurance policy

Most of the

customer thinks

that, Janata

Insurance

Company Ltd.

needs more

advertisement of

their company

and its services

You are fully

satisfied with the

services of

Janata Insurance

Company Ltd

The service

offered by

Janata Insurance

Company ltd.,

compared to

other Insurance

company is

better

The possibility

that you are

going to

repurchase the

service of Janata

Insurance

Company Ltd. Is

high

Taking our service from: Pearson Correlation 1 .078 -.024 -.478** .340 -.167

Sig. (2-tailed) .682 .898 .008 .066 .378

N 30 30 30 30 30 30

You are satisfied with the

return on investment from

your insurance policy

Pearson Correlation .078 1 -.040 .315 .387* -.164

Sig. (2-tailed) .682 .833 .090 .034 .385

N 30 30 30 30 30 30

Most of the customer thinks

that, Janata Insurance

Company Ltd. needs more

advertisement of their

company and its services

Pearson Correlation -.024 -.040 1 .000 -.039 -.323

Sig. (2-tailed) .898 .833 1.000 .839 .082

N 30 30 30 30 30 30

You are fully satisfied with

the services of Janata

Insurance Company Ltd

Pearson Correlation -.478** .315 .000 1 .076 .048

Sig. (2-tailed) .008 .090 1.000 .691 .799

N 30 30 30 30 30 30

The service offered by


Pearson Correlation .340 .387* -.039 .076 1 .044


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4.4 Regression Analysis

4 .4.1 Hypothesis #1 Tangibility of JICL affects Overall

Perception

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .076a .006 -.030 2.48109

a. Predictors: (Constant), Tangible

ANOVAb

Model Sum of Squares df Mean Square F Sig.

1 Regression 1.004 1 1.004 .163 .689a

Residual 172.362 28 6.156

Total 173.367 29

a. Predictors: (Constant), Tangible

b. Dependent Variable: Overall_Perception

Coefficientsa

Model

Unstandardized Coefficients

Standardized

Coefficients

t Sig.B Std. Error Beta

1 (Constant) 24.680 3.610 6.837 .000

Tangible -.092 .228 -.076 -.404 .689

a. Dependent Variable: Overall_Perception


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4 .4.2 Hypothesis #2 Reliability of JICL affects Overall

Perception

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .119a .014 -.021 2.47052

a. Predictors: (Constant), Reliability

ANOVAb


1 Regression 2.470 1 2.470 .405 .530a

Residual 170.897 28 6.103

Total 173.367 29

a. Predictors: (Constant), Reliability


Coefficientsa

Model


Standardized

Coefficients


1 (Constant) 25.019 2.842 8.802 .000

Reliability -.122 .192 -.119 -.636 .530



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4 .4.3 Hypothesis #3 Responsiveness of JICL affects

Overall Perception

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .059a .003 -.032 2.48402

a. Predictors: (Constant), Responsiveness

ANOVAb


1 Regression .597 1 .597 .097 .758a

Residual 172.770 28 6.170

Total 173.367 29

a. Predictors: (Constant), Responsiveness


Coefficientsa

Model


Standardized

Coefficients


1 (Constant) 22.599 2.089 10.820 .000

Responsiveness .056 .180 .059 .311 .758



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4 .4.4 Hypothesis #4 Assurance of JICL affects Overall

Perception

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .286a .082 .049 2.38458

a. Predictors: (Constant), Assurance

ANOVAb


1 Regression 14.153 1 14.153 2.489 .126a

Residual 159.214 28 5.686

Total 173.367 29

a. Predictors: (Constant), Assurance


Coefficientsa

Model


Standardized

Coefficients


1 (Constant) 17.858 3.435 5.199 .000

Assurance .370 .234 .286 1.578 .126



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4 .4.5 Hypothesis #5 Empathy of JICL affects Overall

Perception

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .318a .101 .069 2.35937

a. Predictors: (Constant), Empathy

ANOVAb


1 Regression 17.501 1 17.501 3.144 .087a

Residual 155.865 28 5.567

Total 173.367 29

a. Predictors: (Constant), Empathy


Coefficientsa

Model


Standardized

Coefficients


1 (Constant) 28.116 2.787 10.088 .000

Empathy -.451 .254 -.318 -1.773 .087



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4 .4.6 Hypothesis #6 Claim Recovery of JICL affects

Overall Perception

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .233a .054 .021 2.41970

a. Predictors: (Constant), Claim_Recovery

ANOVAb


1 Regression 9.428 1 9.428 1.610 .215a

Residual 163.939 28 5.855

Total 173.367 29

a. Predictors: (Constant), Claim_Recovery


Coefficientsa

Model


Standardized

Coefficients


1 (Constant) 17.358 4.651 3.732 .001

Claim_Recovery .342 .269 .233 1.269 .215



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4.5 Crosstabs

4.5.1 Tangible * Overall_Perception Crosstabulation

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Tangible * Overall_Perception 30 100.0% 0 .0% 30 100.0%


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Tangible * Overall_Perception Crosstabulation

Count

Overall_Perception

Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00

Tangible 11.00 0 0 0 0 0 1 0 0 0 0 1

12.00 0 0 1 0 0 0 0 0 1 0 2

13.00 0 0 0 0 1 0 0 0 0 0 1

14.00 0 2 0 1 0 0 0 1 0 0 4

15.00 0 0 0 1 2 0 1 0 0 1 5

16.00 0 0 1 0 0 1 0 1 0 0 3

17.00 1 1 1 1 2 0 1 1 1 0 9

18.00 0 0 0 1 1 0 1 1 0 0 4

19.00 0 1 0 0 0 0 0 0 0 0 1

Total 1 4 3 4 6 2 3 4 2 1 30


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Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)

Pearson Chi-Square 65.028a 72 .707

Likelihood Ratio 51.700 72 .966

Linear-by-Linear Association .168 1 .682

N of Valid Cases 30

a. 90 cells (100.0%) have expected count less than 5. The minimum expected

count is .03.

4.5.2 Reliability * Overall_Perception Crosstabulation


Cases

Valid Missing Total


Reliability * Overall_Perception 30 100.0% 0 .0% 30 100.0%


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Reliability * Overall_Perception Crosstabulation

Count

Overall_Perception

Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00

Reliability 10.00 0 0 0 0 0 1 0 0 0 0 1

11.00 0 0 0 0 0 0 0 0 1 0 1

12.00 0 0 2 0 0 0 1 0 0 1 4

13.00 1 0 0 1 2 0 0 0 0 0 4

14.00 0 2 0 1 2 0 0 1 0 0 6

15.00 0 0 1 0 0 0 1 1 1 0 4

16.00 0 0 0 0 2 1 0 1 0 0 4

17.00 0 0 0 1 0 0 0 1 0 0 2

18.00 0 2 0 0 0 0 0 0 0 0 2

19.00 0 0 0 0 0 0 1 0 0 0 1

20.00 0 0 0 1 0 0 0 0 0 0 1

Total 1 4 3 4 6 2 3 4 2 1 30


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Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 30


count is .03.

4.5.3 Responsiveness * Overall_Perception Crosstabulation


Cases

Valid Missing Total


Responsiveness *

Overall_Perception

30 100.0% 0 .0% 30 100.0%


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Responsiveness * Overall_Perception Crosstabulation

Count

Overall_Perception

Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00

Responsiveness 7.00 0 0 1 0 0 0 0 0 1 1 3

9.00 1 2 0 1 0 0 0 1 0 0 5

10.00 0 1 0 1 0 0 0 2 0 0 4

11.00 0 1 0 0 2 0 0 1 0 0 4

12.00 0 0 1 2 0 0 1 0 0 0 4

13.00 0 0 1 0 2 0 1 0 0 0 4

14.00 0 0 0 0 0 1 1 0 0 0 2

15.00 0 0 0 0 1 1 0 0 1 0 3

17.00 0 0 0 0 1 0 0 0 0 0 1

Total 1 4 3 4 6 2 3 4 2 1 30


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Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 30


count is .03.

4.5.4 Assurance * Overall_Perception Crosstabulation


Cases

Valid Missing Total


Assurance * Overall_Perception 30 100.0% 0 .0% 30 100.0%


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Assurance * Overall_Perception Crosstabulation

Count

Overall_Perception

Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00

Assurance 10.00 0 0 0 0 0 0 0 0 1 0 1

12.00 0 2 0 0 0 0 0 0 0 0 2

13.00 1 0 0 1 3 2 0 0 0 0 7

14.00 0 1 1 0 0 0 0 1 0 0 3

15.00 0 1 2 2 0 0 2 3 0 0 10

16.00 0 0 0 1 1 0 1 0 0 0 3

17.00 0 0 0 0 1 0 0 0 1 0 2

18.00 0 0 0 0 1 0 0 0 0 0 1

19.00 0 0 0 0 0 0 0 0 0 1 1

Total 1 4 3 4 6 2 3 4 2 1 30


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Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)



Linear-by-Linear Association 2.367 1 .124

N of Valid Cases 30


count is .03.

4.5.5 Empathy * Overall_Perception Crosstabulation


Cases

Valid Missing Total


Empathy * Overall_Perception 30 100.0% 0 .0% 30 100.0%


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Empathy * Overall_Perception Crosstabulation

Count

Overall_Perception

Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00

Empathy 6.00 0 0 0 0 0 0 0 1 0 0 1

8.00 0 0 0 0 0 0 1 0 1 0 2

9.00 0 0 0 1 0 0 0 0 0 0 1

10.00 0 0 1 1 1 2 2 1 1 0 9

11.00 1 1 0 0 4 0 0 0 0 0 6

12.00 0 1 1 2 1 0 0 1 0 0 6

13.00 0 2 1 0 0 0 0 1 0 0 4

14.00 0 0 0 0 0 0 0 0 0 1 1

Total 1 4 3 4 6 2 3 4 2 1 30


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Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 30


count is .03.

4.5.6 Claim_Recovery * Overall_Perception Crosstabulation


Cases

Valid Missing Total


Claim_Recovery *

Overall_Perception

30 100.0% 0 .0% 30 100.0%


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Claim_Recovery * Overall_Perception Crosstabulation

Count

Overall_Perception

Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00

Claim_Recovery 14.00 0 0 0 0 0 0 1 0 0 0 1

15.00 0 0 1 2 0 0 0 0 0 0 3

16.00 0 2 0 1 2 1 0 1 1 0 8

17.00 1 1 0 1 1 1 0 1 0 0 6

18.00 0 0 1 0 2 0 1 1 0 0 5

19.00 0 0 1 0 1 0 0 0 1 0 3

20.00 0 1 0 0 0 0 1 1 0 1 4

Total 1 4 3 4 6 2 3 4 2 1 30


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Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 30


count is .03.


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4.6 One Sample T-test

4.6.1 One Sample T-test of Tangibility

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Tangible 30 15.7000 2.01973 .36875

One-Sample Test

Test Value = 0

t df Sig. (2-tailed) Mean Difference

95% Confidence Interval of the

Difference

Lower Upper

Tangible 42.576 29 .000 15.70000 14.9458 16.4542

4.6.2 One Sample T-test of Reliability



Reliability 30 14.6000 2.38675 .43576

One-Sample Test

Test Value = 0



Difference

Lower Upper

Reliability 33.505 29 .000 14.60000 13.7088 15.4912


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4.6.3 One Sample T-test of Responsiveness



Responsiveness 30 11.3333 2.56412 .46814

One-Sample Test

Test Value = 0



Difference

Lower Upper

Responsiveness 24.209 29 .000 11.33333 10.3759 12.2908

4.6.3 One Sample T-test of Assurance



Assurance 30 14.5333 1.88887 .34486

One-Sample Test

Test Value = 0



Difference

Lower Upper

Assurance 42.143 29 .000 14.53333 13.8280 15.2386

4.6.4 One Sample T-test of Empathy


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Empathy 30 10.8333 1.72374 .31471

One-Sample Test

Test Value = 0



Difference

Lower Upper

Empathy 34.423 29 .000 10.83333 10.1897 11.4770

4.6.5 One Sample T-test of Claim Recovery



Claim_Recovery 30 17.2000 1.66919 .30475

One-Sample Test

Test Value = 0



Difference

Lower Upper

Claim_Recovery 56.439 29 .000 17.20000 16.5767 17.8233

4.6.6 One Sample T-test of Overall Perception


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Overall_Perception 30 23.2333 2.44503 .44640

One-Sample Test

Test Value = 0



Difference

Lower Upper

Overall_Perception 52.046 29 .000 23.23333 22.3203 24.1463

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