It is a method to test the relationship between the theoretical (hypothesis) & the observed value
(hypothesis) & the observed value
..Chi – square test (X
Chi – square test (X22) = ∑ (O – E)) = ∑ (O – E)22/ E/ E Degrees Of Freedom = V =
Degrees Of Freedom = V = (R – 1) (C -1)(R – 1) (C -1) Were,
Were,
‘‘OO’ = Observed Frequency’ = Observed Frequency
‘‘EE’ = Expected Frequency’ = Expected Frequency
‘‘R R ’ = Number of Rows’ = Number of Rows
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 3.1 TABLE NO. 3.1
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN
AGE AND SATISFACTION LEVEL AGE AND SATISFACTION LEVEL
AGE
AGE LEVEL OF SATISFACTIONLEVEL OF SATISFACTION
TOTAL
H11:: There is significant relationship between age and level of There is significant relationship between age and level of satisfaction
X
X22 = ∑ (O-E)= ∑ (O-E)22 / / EE == 1111..0077
Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (3) (2)
(3) (2)
=
= 66 Table value of x
Table value of x22 at 5% level of significant = 12.59at 5% level of significant = 12.59 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22 (11.07)(11.07) lessless th
than an ththe e tatablble e vavalulue e of of xx22 (12.59)(12.59) henhence ce thethere re is is no no sigsignifnificaicantnt relationship between satisfaction and marital status.
relationship between satisfaction and marital status.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.2 TABLE NO. 5.2
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN GENDER AND SATISFACTION WITH REGARDING THE CELL GENDER AND SATISFACTION WITH REGARDING THE CELL
PHONE SERVICE PROVIDER
H11:: There is significant relationship between gender and level of There is significant relationship between gender and level of satisfaction
T
TOOTTAALL 11..5599
X
X22 = ∑ (O-E)= ∑ (O-E)22 / / EE == 11..5599 Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (1) (2)
(1) (2)
=
= 22 Table value of x
Table value of x22 at 5% level of significant = 5.99at 5% level of significant = 5.99 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22(1.59)(1.59) less thanless than the table value of
the table value of xx22 (5.99) hence there is no significant relationship(5.99) hence there is no significant relationship between level satisfaction and gender.
between level satisfaction and gender.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.3 TABLE NO. 5.3
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN MARITAL STATUS AND SATISFACTION WITH REGARDING MARITAL STATUS AND SATISFACTION WITH REGARDING
THE CELL PHONE SERVICE PROVIDER THE CELL PHONE SERVICE PROVIDER
MARITAL
HOO:: TheThere is no sre is no signignifiificancant relt relatiationsonship bhip betwetween meen mariarital stal stattatus andus and level of satisfaction.
level of satisfaction.
H
H11:: There is significant relationship between marital status andThere is significant relationship between marital status and level
X
X22 = ∑ (O-E)= ∑ (O-E)22 / / EE == 11..9911 Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (1) (2)
(1) (2)
=
= 22 Table value of x
Table value of x22 at 5% level of significant = 5.99at 5% level of significant = 5.99 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22(1.91)(1.91) less thanless than the table value of
the table value of xx22 (5.99) hence there is no significant relationship(5.99) hence there is no significant relationship between level satisfaction and marital status.
between level satisfaction and marital status.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.4 TABLE NO. 5.4
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN EDUCATIONAL QUALIFICATION AND SATISFACTION WITH EDUCATIONAL QUALIFICATION AND SATISFACTION WITH
REGARDING THE CELL PHONE SERVICE PROVIDER REGARDING THE CELL PHONE SERVICE PROVIDER
EDUCATIONAL
HOO:: TheThere is nre is no sigo signifnificicant rant relaelatitionsonship bhip betwetween een edueducatcationionalal qualification and level of
qualification and level of satisfaction.satisfaction.
H
H11:: There is significant relationship between educationalThere is significant relationship between educational qualification and level of
qualification and level of satisfactionsatisfaction
O
X
X22 = ∑ (O-E)= ∑ (O-E)22 / / EE == 88..0099 Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (3) (2)
(3) (2)
=
= 66 Table value of x
Table value of x22 at 5% level of significant = 12.59at 5% level of significant = 12.59 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22(8.09)(8.09) less thanless than the table value of
the table value of xx22(12.59)(12.59) hence there is no hence there is no significant relationshipsignificant relationship between level satisfaction and
between level satisfaction and educational qualification.educational qualification.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.5 TABLE NO. 5.5
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN OCCUPATION AND SATISFACTION WITH REGARDING THE OCCUPATION AND SATISFACTION WITH REGARDING THE
CELL PHONE SERVICE PROVIDER CELL PHONE SERVICE PROVIDER OCCUPATION
OCCUPATION LEVEL OF SATISFACTIONLEVEL OF SATISFACTION
TOTAL
HOO:: TheThere is re is no sno signignifiificancant ret relatlationionshiship bep betwetween oen occuccupatpationion and level of satisfaction.
and level of satisfaction.
H
H11:: There is significant relationship between occupationThere is significant relationship between occupation and level of satisfaction
Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (5) (2)
(5) (2)
=
= 1010 Table value of x
Table value of x22 at 5% level of significant = 18.30at 5% level of significant = 18.30 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22(3.82)(3.82) less thanless than the table value of
the table value of xx22(18.30)(18.30) hence there is no hence there is no significant relationshipsignificant relationship between level satisfaction and occupation.
between level satisfaction and occupation.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.6 TABLE NO. 5.6
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN MONTHLY INCOME AND SATISFACTION WITH REGARDING MONTHLY INCOME AND SATISFACTION WITH REGARDING
THE CELL PHONE SERVICE PROVIDER THE CELL PHONE SERVICE PROVIDER
MONTHLY INCOME
MONTHLY INCOME LEVEL OF SATISFACTIONLEVEL OF SATISFACTION
TOTAL
HOO:: TheThere is nre is no sigo signifnificicant rant relaelatitionsonship bhip betwetween een monmonthlthly incy incomeome and level of satisfaction.
and level of satisfaction.
H
H11:: There is significant relationship between monthly There is significant relationship between monthly incomeincome and level of satisfaction
Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (3) (2)
(3) (2)
=
= 66 Table value of x
Table value of x22 at 5% level of significant = 12.59at 5% level of significant = 12.59 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22 (11.21)(11.21) lessless th
than an ththe e tatablble e vavalulue e of of xx22 (12.59)(12.59) henhence ce thethere re is is no no sigsignifnificaicantnt relationship between level satisfaction and monthly
relationship between level satisfaction and monthly income.income.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.7 TABLE NO. 5.7
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN
SERVICE PROVIDERS AND SATISFACTION
HOO:: TheThere is no sre is no signignifiificancant relt relatiationsonship bhip betwetween seen servervice pice provrovideidersrs and level of satisfaction.
and level of satisfaction.
H
H11:: There is significant relationship between service There is significant relationship between service providersproviders and level of satisfaction
Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (6) (2)
(6) (2)
=
= 1212 Table value of x
Table value of x22 at 5% level of significant = 21.06at 5% level of significant = 21.06 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22(8.76)(8.76) less thanless than the table value of
the table value of xx22(21.06)(21.06) hence there is no hence there is no significant relationshipsignificant relationship between level satisfaction and service
between level satisfaction and service provider.provider.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.8 TABLE NO. 5.8
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN
USE OF CELL PHONE AND SATISFACTION USE OF CELL PHONE AND SATISFACTION
PURPOSE
H11:: There is significant relationship between use of cell phoneThere is significant relationship between use of cell phone and level of satisfaction
X
X22 = ∑ (O-E)= ∑ (O-E)22 / / EE == 44..1199 Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (1) (2)
(1) (2)
=
= 22 Table value of x
Table value of x22 at 5% level of significant = 5.99at 5% level of significant = 5.99 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22(4.19)(4.19) less thanless than the table value of
the table value of xx22 (5.99) hence there is no significant relationship(5.99) hence there is no significant relationship between level satisfaction and use of cell phone.
between level satisfaction and use of cell phone.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
DEEPPAARRTTMMEENNTTAAL L SSTTOORREED D IIN N CCOOIIMMBBAATTOORRE E CCOOIIMMBBAAOOTTRREE, , TTAAMMIILLNNAADDUU, , IINNDDIIAA
TABLE NO. 5.9 TABLE NO. 5.9
CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN
USE OF CELL PHONE AND SATISFACTION USE OF CELL PHONE AND SATISFACTION
TYPE OF
HOO:: TheThere is no sre is no signignifiificancant relt relatiationsonship bhip betwetween teen type oype of conf connecnectiotionn and level of satisfaction.
and level of satisfaction.
H
H11:: There is significant relationship between type of connectionThere is significant relationship between type of connection and level of satisfaction
X
X22 = ∑ (O-E)= ∑ (O-E)22 / / EE == 55..2266 Number of degree of freedom:
Number of degree of freedom:
ndf
ndf = (row-1) = (row-1) (column (column –1)–1) (1) (2)
(1) (2)
=
= 22 Table value of x
Table value of x22 at 5% level of significant = 5.99at 5% level of significant = 5.99 Conclusion:
Conclusion:
H
HOO is accepted since the calculated value of is accepted since the calculated value of xx22(5.26)(5.26) less thanless than the table value of
the table value of xx22 (5.99) hence there is no significant relationship(5.99) hence there is no significant relationship between level satisfaction and type of connection.
between level satisfaction and type of connection.
A
A STUDY STUDY ON ON CUSTOMER CUSTOMER SATISFACTION SATISFACTION TOWARDS TOWARDS A.SUKUMAR A.SUKUMAR M.Com., M.Com., M.Phil., M.Phil., PGDCA.,PGDCA., D
Based on the summary of the analysis and interpretation of Based on the summary of the analysis and interpretation of da
data ta as as peper r ststududy, y, ththe e fofollllowowining g arare e ththe e fifindndiningsgs, , fofollllowowed ed upup suggestions recommended to improve the sales and functioning of suggestions recommended to improve the sales and functioning of the stores. various features of departmental stores.
various features of departmental stores.
2.
2. A maA majojoririty of thty of the rese respopondndenents cots come to knme to know abow abouout thet the departmental stores through word of mouth advertisement.
departmental stores through word of mouth advertisement.
3. level respondents also visits the stores.
level respondents also visits the stores.
91 91