Thesis+Customer+Loyalty

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In short, this research found that trust, commitment, conflict handling, values and In short, this research found that trust, commitment, conflict handling, values and empathy ability of the bank determine the quality of the bank-customer relationship and empathy ability of the bank determine the quality of the bank-customer relationship and loyalty of their customers. When the bank behaves trustworthily, shows commitment, loyalty of their customers. When the bank behaves trustworthily, shows commitment, hand

handle le conconfliflicts cts welwell, l, tretreat at the the cuscustomtomers ers as as supsuppospose e thethey y shoshoulduld, , firfirm-cm-custustomeomer r relationship would be enhanced and at the same time the firm will gain more customers relationship would be enhanced and at the same time the firm will gain more customers loyalty towards their bank. However, trust drives customers’ loyalty more than the other loyalty towards their bank. However, trust drives customers’ loyalty more than the other dim

dimensensionions. s. ManManageagers rs and and marmarketketers ers of of banbankinking g serservicvices es in in parparticticulaular r and and serservicvicee organizations in general, should recognize the salience of these factors in their efforts to organizations in general, should recognize the salience of these factors in their efforts to build quality relationship with customers and to manage customer relationship more build quality relationship with customers and to manage customer relationship more

effectively. effectively.

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APPENDIX A

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More free assignment, please visit:

More free assignment, please visit: www.scribdblog.comwww.scribdblog.com

PART 1 PART 1

DEMOGRAPHIC. ( Choose the suitable answer and tick



in the box given for eachin the box given for each question. question. 1 1.. GGeennddeer r Male Female Male Female 2 2.. AAggee Below

Below 20 20 years years 20 20 – – 39 39 yearsyears

40

40 – – 59 59 years years 60 years 60 years and and aboveabove

3

3.. RRaaccee

Malay Chinese

IInnddiiaann OOtthheerrss

4

4.. RReelliiggiioonn

(14)

H

Hiinndduu OOtthheerrss

5.

5. HigHigheshest edut educatcationional qal qualualifiificatcationion

Primary Secondary

H

HSSCC//DDiipplloomma a DDeeggrreeee

Postgraduate Others

6

6.. OOccccuuppatatiioonn

Government

Government Sector Sector Private Private Sector Sector

Own

Own Business Business StudentStudent

Others Others

7.

7. MMonontthlhly Iy Incncomomee

Be

Belolow w RM RM 202000 00 RM RM 202000 00 – – RM RM 39399999

R

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PART 11 PART 11

Choose the statement which u thinks accurate and circle the score provided for each Choose the statement which u thinks accurate and circle the score provided for each question given. question given. Strongly Strongly Disagree Disagree D

Diissaaggrreeee NNo o OOppiinniioonn AAggrreeee SSttrroonnggllyy Agree Agree

1 2 3

1 2 3 44 55

1.

1. The bank is The bank is very concern wvery concern with securityith security

ffoor r mmy y ttrraannssaaccttiioonns s 11 22 33 44 55 2

2. . TThhe e bbaannkk’’s s pprroommiissees s aarre e rreelliiaabblle e 11 22 33 44 55 3.

3. The bank is The bank is consistent in consistent in providing qualityproviding quality

sseerrvviiccee 11 22 33 44 55

4. Employee of the bank show respect to 4. Employee of the bank show respect to

ccuussttoommeerrss 11 22 33 44 55

5

5. . TThhe e bbaannk k ffuullffiilllls s iitts s oobblliiggaattiioon n tto o ccuussttoommeerrss 11 22 33 44 55 6

6. . I I hhaavve e ccoonnffiiddeenncce e iin n tthhe e bbaannkk’’s s sseerrvviicceess 11 22 33 44 55 7

7. . TThhe e bbaannk k mmaakkees s aaddjjuussttmmeennt t tto o ssuuiit t mmy y nneeeeddss 11 22 33 44 55 8. The bank offers personalized services to meet

8. The bank offers personalized services to meet

ccuussttoommeerr’’ss nneeeedd 11 22 33 44 55 9. The bank is flexible when its services are

9. The bank is flexible when its services are

cchhaannggeedd 11 22 33 44 55

1

100. . TThhe e bbaannk k iis s fflleexxiibblle e iin n sseerrvviinng g mmy y nneeeeddss 11 22 33 44 55 11.

11. Services of the bank are in line with ourServices of the bank are in line with our social values

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12. Services of the bank are consistent with 12. Services of the bank are consistent with

m

myy ppeerrssoonnaall vvaalluueess 11 22 33 44 55 13. Services of the bank are consistent with

13. Services of the bank are consistent with m

myy lliiffeeggooaallss 11 22 33 44 55

1

144. . MMy y bbaannk k vvaalluue e mme e aas s a a ccuussttoommeerr 11 22 33 44 55 15. Service of this bank contributed to the

15. Service of this bank contributed to the w

weellffaarre e oof f tthhe e ssoocciieettyy 11 22 33 44 55 16. Employees of the bank deal with customer’s

16. Employees of the bank deal with customer’s

iinnaa ccaarriinngg ffaasshhiioonn 11 22 33 44 55 17. Bank employee’s give the individualized

17. Bank employee’s give the individualized

aatttteennttiioon n tto o ccuussttoommeerrss 11 22 33 44 55

18. The employees of the bank understand your 18. The employees of the bank understand your

ssppeecciiffiicc nneeeeddss 11 22 33 44 55 19. Bank employees have

19. Bank employees have the customer’s bestthe customer’s best

iinntteerreesstt aatt hheeaarrtt 11 22 33 44 55 20. Bank has operating hours convenient to all its

20. Bank has operating hours convenient to all its

ccuussttoommeerrss 11 22 33 44 55

2

211. . TThhe e bbaannk k ttrriiees s tto o aavvooiid d ppootteennttiiaal l ccoonnfflliicctt 11 22 33 44 55 22. The bank tries to solve manifest conflicts

22. The bank tries to solve manifest conflicts b

beeffoorre e tthheey y ccrreeaatte e pprroobblleemmss 11 22 33 44 55 23. The bank has the

23. The bank has the ability to openly discussability to openly discuss

ssoolluuttiioonns s wwhheen n pprroobblleem m aarriissee 11 22 33 44 55 2

244. . TThhe e bbaannk k iis s rreessppoonnssiivve e tto o mmy y ccoommppllaaiinnttss 11 22 33 44 55 25. The service provider shows a sincere

25. The service provider shows a sincere interestinterest

iin n ssoollvviinng g ccuussttoommeer r pprroobblleemm 11 22 33 44 55 26. Considering the bank as first choice among

26. Considering the bank as first choice among other banks in the area; and the bank that first other banks in the area; and the bank that first comes to my mind when making purchases comes to my mind when making purchases d

deecciissiioon n oon n bbaannk k sseerrvviicceess.. 11 22 33 44 55 27. If I had to do it over again, I would still

27. If I had to do it over again, I would still

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28. I do not like to change to another bank 28. I do not like to change to another bank

b

beeccaauusse e I I vvaalluue e tthhe e sseelleecctteed d bbaannk k 11 22 33 44 55 2

299. . I I aam m a a ccuussttoommeer r llooyyaalltty y tto o mmy y bbaannkk 11 22 33 44 55 30. I would always recommend my bank to

30. I would always recommend my bank to

ssoommeeoonne e wwhho o sseeeekks s my my aaddvviiccee 11 22 33 44 55

APPENDIX B

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RELIABILITY

(19)

Customer's Loyalty

Reliability Statistics Reliability Statistics ..99001 1 ..99001 1 55 Cronbach's Cronbach's Alpha Alpha Cronbach's Cronbach's Al

Alpha pha BasedBased on on Standardized Standardized IItteemms s N N oof f IItteemmss Ite

Item-Tm-Total Statisticsotal Statistics

1 155..550 0 1100..11335 5 ..77330 0 ..888855 1 155..557 7 99..22883 3 ..77665 5 ..887766 1 155..550 0 88..99223 3 ..88003 3 ..886688 1 155..444 4 88..66886 6 ..88006 6 ..886688 1 155..555 5 1100..22993 3 ..66777 7 ..889955 Customer's Loyalty 26 Customer's Loyalty 26 Customer's Loyalty 27 Customer's Loyalty 27 Customer's Loyalty 28 Customer's Loyalty 28 Customer's Loyalty 29 Customer's Loyalty 29 Customer's Loyalty 30 Customer's Loyalty 30

Scale Mean if Scale Mean if Item Deleted Item Deleted Scale Scale Variance if Variance if Item Deleted Item Deleted Corrected Corrected Item-Total Item-Total Correlation Correlation Cronbach's Cronbach's Alpha if Item Alpha if Item Deleted Deleted

Trust Dimension

(20)

Re

Reliability Sliability Statisticstatistics

..88556 6 ..88559 9 66 Cronbach's Cronbach's Alpha Alpha Cronbach's Cronbach's Alpha Based Alpha Based on on Standardized Standardized IItteemms s N oN of f IItteemmss Ite

Item-Tm-Total Statisticsotal Statistics

1 199..229 9 99..77226 6 ..66996 6 ..882222 1 199..445 5 99..99113 3 ..66888 8 ..882244 1 199..555 5 99..66551 1 ..66660 0 ..882288 1 199..552 2 1100..00118 8 ..55001 1 ..886622 1 199..336 6 99..88668 8 ..66775 5 ..882266 1 199..338 8 99..88330 0 ..66669 9 ..882277 Trust 1 Trust 1 Trust 2 Trust 2 Trust 3 Trust 3 Trust 4 Trust 4 Trust 5 Trust 5 Trust 6 Trust 6

Scale Mean if Scale Mean if Item Deleted Item Deleted Scale Scale Variance if Variance if Item Deleted Item Deleted Corrected Corrected Item-Total Item-Total Correlation Correlation Cronbach's Cronbach's Alpha if Alpha if IItemtem

Deleted Deleted

Commitment Dimension

Reliability Statistics Reliability Statistics ..88558 8 ..88558 8 44 Cronbach's Cronbach's Alpha Alpha Cronbach's Cronbach's Alpha Based Alpha Based on on Standardized Standardized IItteemms s N N oof f IItteemmss

(21)

Item-Total Statistics Item-Total Statistics 1 111..112 2 55..99228 8 ..66003 3 ..885588 1 111..002 2 55..11775 5 ..77446 6 ..880000 1 111..009 9 55..44773 3 ..77330 0 ..880077 1 111..112 2 55..66007 7 ..77335 5 ..880066 Commitment 7 Commitment 7 Commitment 8 Commitment 8 Commitment 9 Commitment 9 Comm Commitment 1itment 1 00

Scale Mean if Scale Mean if Item Deleted Item Deleted Scale Scale Variance if Variance if IItem Deletetem Delete dd

Corrected Corrected Item-Total Item-Total Correlation Correlation Cronbach's Cronbach's Alpha if Item Alpha if Item Deleted Deleted

Conflict Handling Dimension

Reliability Statistics Reliability Statistics ..88669 9 ..88669 9 55 Cronbach's Cronbach's Alpha Alpha Cronbach's Cronbach's Alpha Based Alpha Based on on Standardized Standardized IItteemms s N N oof f IItteemmss Item-Total Statistics Item-Total Statistics 1 155..449 9 88..33883 3 ..77551 1 ..882266 1 155..338 8 88..22007 7 ..77887 7 ..881177 1 155..441 1 88..55222 2 ..77113 3 ..883366 1 155..440 0 88..99771 1 ..55880 0 ..887700 1 155..449 9 99..33003 3 ..66442 2 ..885533 Conflict Handling 11 Conflict Handling 11 Conflict Handling 12 Conflict Handling 12 Conflict Handling 13 Conflict Handling 13 Conflict Handling 14 Conflict Handling 14 Conflict Handling 15 Conflict Handling 15

Scale Mean if Scale Mean if Item Deleted Item Deleted Scale Scale Variance if Variance if Item Deleted Item Deleted Corrected Corrected Item-Total Item-Total Correlation Correlation Cronbach's Cronbach's Alpha if Item Alpha if Item Deleted Deleted

(22)

V

Values

alues Dimension

Dimension

Re

..88336 6 ..88338 8 55 Cronbach's Cronbach's Alpha Alpha Cronbach's Cronbach's Alpha Based Alpha Based on on Standardized Standardized IItteemms s N oN of f IItteemmss Item-Total Statistics Item-Total Statistics 1 144..002 2 88..77222 2 ..66114 4 ..881100 1 133..999 9 88..44445 5 ..66665 5 ..779966 1 144..224 4 88..44331 1 ..66999 9 ..778866 1 144..334 4 88..55447 7 ..77229 9 ..778800 1 144..225 5 99..22338 8 ..44997 7 ..884422 Values 16 Values 16 Values 17 Values 17 Values 18 Values 18 Values 19 Values 19 Values 20 Values 20

Scale Mean if Scale Mean if IItem Deletetem Delete dd

Scale Scale Variance if Variance if IItem Deletetem Delete dd

Empathy Dimension

Re

..88555 5 ..88556 6 55 Cronbach's Cronbach's Alpha Alpha Cronbach's Cronbach's Alpha Based Alpha Based on on Standardized Standardized IItteemms s N oN of f IItteemmss

(23)

Item-Total Statistics Item-Total Statistics 1 155..338 8 88..11449 9 ..55773 3 ..884488 1 155..335 5 88..00997 7 ..66444 4 ..883333 1 155..339 9 77..22776 6 ..77444 4 ..880055 1 155..333 3 77..22331 1 ..66774 4 ..882255 1 155..330 0 77..00331 1 ..77220 0 ..881111 Em Empathy 2pathy 2 11 Em Empathy 2pathy 2 22 Em Empathy 2pathy 2 33 Em Empathy 2pathy 2 44 Em Empathy 2pathy 2 55

Scale Mean if Scale Mean if Item Deleted Item Deleted Scale Scale Variance if Variance if IItem Deletetem Delete dd

CORRELATIONS

(24)

(25)

Correlations Correlations

1

1 ..666633*** *

..558888*** *

..558855*** *

..772200*** *

..772200****

..00000

0 ..00000

0 ..000000

11338

8 11338

8 113388

..666633*** *

1

1 ..667711*** *

..662211*** *

..666611*** *

..667744****

..00000

0 ..00000

0 ..000000

11338

8 11338

8 113388

..558888*** *

..667711*** *

1

1 ..666655*** *

..663311*** *

..668811****

..00000

0 ..00000

0 ..000000

11338

8 11338

8 113388

..558855*** *

..662211*** *

..666655*** *

1

1 ..772299*** *

..668899****

..00000

0 ..00000

0 ..000000

11338

8 11338

8 113388

..772200*** *

..666611*** *

..663311*** *

..772299*** *

1

1 ..774444****

..00000

0 ..00000

0 ..000000

11338

8 11338

8 113388

..772200*** *

..667744*** *

..668811*** *

..668899*** *

..774444*** *

11 ..00000

0 ..00000

0 ..000000

11338

8 11338

8 113388

Pearson Correlation

Sig. (2-tailed)

NN

Pearson Correlation

Sig. (2-tailed)

NN

Pearson Correlation

Sig. (2-tailed)

NN

Pearson Correlation

Sig. (2-tailed)

NN

Pearson Correlation

Sig. (2-tailed)

NN

Pearson Correlation

Sig. (2-tailed)

NN

Trust

Commitment

Conflict Handling

Values

Empathy

Customer Loyalty

TrTrus

ust t Co

Commmmititmmen

entt

Conflict_

HHan

andldliing

ng

VValaluues

es EEmmppatathhyy

Customer_

Loyalty

Correlation is significant at the 0.01 level (2-tailed).

..

(26)

REGRESSION

(27)

Model Summary Model Summarybb .829 .829aa ..66887 7 ..66775 5 ..443333118 8 11..777722 Model Model 1 1 R R R R SSqquuaarree Adjusted Adjusted R Square R Square Std. Error of Std. Error of the Estimate the Estimate Durbin-Watson Watson Predictors: (Constant), Empathy, Conflict_Handling, Commitment, Trust, Predictors: (Constant), Empathy, Conflict_Handling, Commitment, Trust, Values

Values a.

a.

Dependent

Dependent Variable: CustomVariable: Customer_Loyaltyer_Loyalty b. b. ANOVA ANOVAbb 5 544..33006 6 5 5 1100..88661 1 5577..88882 2 ..000000aa 2 244..77669 9 11332 2 ..118888 7 799..00775 5 113377 Regression Regression Residual Residual Total Total Model Model 1 1 Sum of Sum of S

Sqquuaarrees s ddf f MMeeaan n SSqquuaarre e FF Sig.Sig.

Predictors: (Constan

Predictors: (Constan t), Empathy, Conflict_Ht), Empathy, Conflict_Handling, andling, CommCommitment, Trust, itment, Trust, ValuesValues a.

a.

Dependent Variable: Customer_Loyalty Dependent Variable: Customer_Loyalty b. b. Coefficients Coefficientsaa --..22112 2 ..22550 0 --..88449 9 ..339977 ..33227 7 ..00993 3 ..22666 6 33..55115 5 ..00001 1 ..44115 5 22..441111 ..11008 8 ..00775 5 ..11009 9 11..44333 3 ..11554 4 ..44113 3 22..442233 ..11999 9 ..00777 7 ..11990 0 22..55772 2 ..00111 1 ..44336 6 22..229955 ..11772 2 ..00882 2 ..11663 3 22..11001 1 ..00338 8 ..33993 3 22..554466 ..22773 3 ..00996 6 ..22443 3 22..88334 4 ..00005 5 ..33224 4 33..008877 (Constant) (Constant) Trust Trust Commitment Commitment Conflict_Handling Conflict_Handling Values Values Empathy Empathy Model Model 1 1 B B SSttdd. . EErrrroor r Unstandardized Unstandardized Coefficients Coefficients Beta Beta Standardized Standardized Coefficients Coefficients t

t SSiigg. . TToolleerraanncce e VVIIFF Collinearity Statistics Collinearity Statistics

Dependent

Dependent Variable: Customer_LoyaltyVariable: Customer_Loyalty a. a. Collinearity Diagnostics Collinearity Diagnosticsaa 5 5..99332 2 11..00000 0 ..000 0 ..000 0 ..000 0 ..000 0 ..000 0 ..0000 ..00223 3 1166..00669 9 ..663 3 ..001 1 ..110 0 ..002 2 ..009 9 ..0000 ..00116 6 1199..22778 8 ..000 0 ..002 2 ..550 0 ..000 0 ..444 4 ..0022 ..00113 3 2211..33115 5 ..005 5 ..113 3 ..001 1 ..668 8 ..000 0 ..1144 ..00110 0 2244..88112 2 ..228 8 ..223 3 ..338 8 ..229 9 ..226 6 ..1100 ..00007 7 3300..00660 0 ..003 3 ..661 1 ..001 1 ..000 0 ..221 1 ..7733 Dimension Dimension 1 1 2 2 3 3 4 4 5 5 6 6 Model Model 1 1 Eigenvalue Eigenvalue Condition Condition IIn dn de x e x ( C( Co no nsst at annt ) t ) T rT ruus t s t C oC ommmmiittmme ne ntt Conflict_ Conflict_ H Ha na nd ld liin g n g VVa la luue s e s EEmmp ap atth yh y Variance Proportions Variance Proportions

Dependent Variable: Customer_Loyalty Dependent Variable: Customer_Loyalty a.

(28)

NORMALITY

(29)

Case Proce

Case Proce ssing Summassing Summaryry

1 1338 8 110000..00% % 0 0 ..00% % 11338 8 110000..00%% 1 1338 8 110000..00% % 0 0 ..00% % 11338 8 110000..00%% 1 1338 8 110000..00% % 0 0 ..00% % 11338 8 110000..00%% 1 1338 8 110000..00% % 0 0 ..00% % 11338 8 110000..00%% 1 1338 8 110000..00% % 0 0 ..00% % 11338 8 110000..00%% 1 1338 8 110000..00% % 0 0 ..00% % 11338 8 110000..00%% Trust Trust Commitment Commitment Conflict_Handling Conflict_Handling Values Values Empathy Empathy Customer_Loyalty Customer_Loyalty N

N PPeerrcceennt t N N PPeerrcceennt t N N PPeerrcceenntt V

Vaalliid d MMiissssiinng g TToottaall Cases

Cases

Descriptives Descriptives

S

Sttaattiissttiicc SSttdd. . EErrrroor r Trust

Trust MeanMean 33..88885533 ..0055226633 95% Confidence

95% Confidence Interval for Mean Interval for Mean

Lower Bound Lower Bound _3.7812_3.7812 Upper Bound Upper Bound 3.9893 3.9893 5% Trimmed Mean 5% Trimmed Mean _3.9227_3.9227 Median Median _4.0000_4.0000 Variance Variance _.382_.382 Std. Deviation Std. Deviation _.61832_.61832 Minimum Minimum _2.00_2.00 Maximum Maximum _5.00_5.00 Range Range _3.00_3.00 Interquartile Range Interquartile Range _.58_.58 Skewness Skewness _--1_1..0₀₁₁₂₂ _..2₂₀₀₆₆ Kurtosis Kurtosis ₁_1..3₃₂₂₁₁ _..4₄₁₁₀₀ Commitment

Commitment MeanMean ₃_3..6₆₉₉₅₅₇₇ _..0₀₆₆₅₅₂₂₉₉ 95% Confidence

Lower Bound Lower Bound _3.5665_3.5665 Upper Bound Upper Bound 3.8248 3.8248 5% Trimmed Mean 5% Trimmed Mean _3.7154_3.7154 Median Median _4.0000_4.0000 Variance Variance .588.588 Std. Deviation Std. Deviation .76698.76698 Minimum Minimum _1.50_1.50 Maximum Maximum _5.00_5.00 Range Range _3.50_3.50 Interquartile Range Interquartile Range _1.06_1.06 Skewness Skewness _--..3₃₈₈₃₃ _..2₂₀₀₆₆ Kurtosis Kurtosis _--..4₄₄₄₆₆ _..4₄₁₁₀₀

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Conflict_Handling

Conflict_Handling MeanMean ₃_3..8₈₅₅₈₈₀₀ _..0₀₆₆₁₁₆₆₈₈ 95% Confidence

Lower Bound Lower Bound _3.7360_3.7360 Upper Bound Upper Bound 3.9799 3.9799 5% Trimmed Mean 5% Trimmed Mean _3.8882_3.8882 Median Median _4.0000_4.0000 Variance Variance _.525_.525 Std. Deviation Std. Deviation _.72463_.72463 Minimum Minimum _2.00_2.00 Maximum Maximum _5.00_5.00 Range Range _3.00_3.00 Interquartile Range Interquartile Range _1.00_1.00 Skewness Skewness _--..5₅₈₈₄₄ _..2₂₀₀₆₆ Kurtosis Kurtosis _--..3₃₀₀₅₅ _..4₄₁₁₀₀ Values

Values MeanMean ₃_3..5₅₄₄₂₂₀₀ _..0₀₆₆₁₁₄₄₄₄ 95% Confidence

Lower Bound Lower Bound _3.4205_3.4205 Upper Bound Upper Bound 3.6635 3.6635 5% Trimmed Mean 5% Trimmed Mean _3.5675_3.5675 Median Median _3.6000_3.6000 Variance Variance _.521_.521 Std. Deviation Std. Deviation _.72180_.72180 Minimum Minimum _1.60_1.60 Maximum Maximum _5.00_5.00 Range Range _3.40_3.40 Interquartile Range Interquartile Range _1.00_1.00 Skewness Skewness _--..5₅₂₂₁₁ _..2₂₀₀₆₆ Kurtosis Kurtosis _--..1₁₂₂₆₆ _..4₄₁₁₀₀ Empathy

Empathy MeanMean ₃_3..8₈₃₃₇₇₇₇ _..0₀₅₅₇₇₄₄₇₇ 95% Confidence

Lower Bound Lower Bound _3.7240_3.7240 Upper Bound Upper Bound 3.9513 3.9513 5% Trimmed Mean 5% Trimmed Mean _3.8707_3.8707 Median Median _4.0000_4.0000 Variance Variance _.456_.456 Std. Deviation Std. Deviation _.67513_.67513 Minimum Minimum _1.80_1.80 Maximum Maximum _5.00_5.00 Range Range _3.20_3.20 Interquartile Range Interquartile Range _1.00_1.00 Skewness Skewness _--..6₆₈₈₃₃ _..2₂₀₀₆₆ Kurtosis Kurtosis _..1₁₅₅₉₉ _..4₄₁₁₀₀

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Customer_Loyalty

Customer_Loyalty MeanMean ₃_3..8₈₇₇₈₈₃₃ _..0₀₆₆₄₄₆₆₇₇ 95% Confidence

Lower Bound Lower Bound _3.7504_3.7504 Upper Bound Upper Bound 4.0061 4.0061 5% Trimmed Mean 5% Trimmed Mean _3.9142_3.9142 Median Median _4.0000_4.0000 Variance Variance _.577_.577 Std. Deviation Std. Deviation _.75973_.75973 Minimum Minimum _1.60_1.60 Maximum Maximum _5.00_5.00 Range Range _3.40_3.40 Interquartile Range Interquartile Range _1.00_1.00 Skewness Skewness _--..7₇₀₀₁₁ _..2₂₀₀₆₆ Kurtosis Kurtosis _--..0₀₄₄₅₅ _..4₄₁₁₀₀ Tests of Normality Tests of Normality ..11990 0 11338 8 ..00000 0 ..99220 0 11338 8 ..000000 ..11661 1 11338 8 ..00000 0 ..99664 4 11338 8 ..000011 ..11665 5 11338 8 ..00000 0 ..99551 1 11338 8 ..000000 ..11443 3 11338 8 ..00000 0 ..99663 3 11338 8 ..000011 ..11444 4 11338 8 ..00000 0 ..99554 4 11338 8 ..000000 ..11558 8 11338 8 ..00000 0 ..99443 3 11338 8 ..000000 Trust Trust Commitment Commitment Conflict_Handling Conflict_Handling Values Values Empathy Empathy Customer_Loyalty Customer_Loyalty S

Sttaattiissttiic c ddf f SSiigg. . SSttaattiissttiic c ddf f SSiigg.. Kolmogorov-Smirnov

Kolmogorov-Smirnovaa Shapiro-WilkShapiro-Wilk

Lilliefors Significance Correction Lilliefors Significance Correction a.

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ONE WAY

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Descriptives Descriptives Customer_Loyalty Customer_Loyalty 995 5 33..7788111 1 ..772255886 6 ..007744447 7 33..6633332 2 33..9922889 9 11..660 0 44..8800 331 1 33..9999335 5 ..887755557 7 ..115577226 6 33..6677224 4 44..3311447 7 22..220 0 55..0000 112 2 44..3355000 0 ..448833336 6 ..113399553 3 44..0044229 9 44..6655771 1 33..660 0 55..0000 11338 8 33..8877883 3 ..775599773 3 ..006644667 7 33..7755004 4 44..0000661 1 11..660 0 55..0000 Malay Malay Chinese Chinese Indian Indian Total Total N

N MMeaean n SStdtd. . DeDevviiatatiion on SStdtd. . EErrrror or LoLowwer er BBouound nd UUpppper er BBououndnd 95% Confidence Interval for 95% Confidence Interval for

Mean Mean

Mi

Minimnimum um MaxMaximimumum

Test of Homogeneity of Variances Test of Homogeneity of Variances Customer_Loyalty Customer_Loyalty 2 2..99558 8 2 2 11335 5 ..005555 Levene Levene S

Sttaattiissttiic c ddff1 1 ddff2 2 SSiigg..

ANOVA ANOVA Customer_Loyalty Customer_Loyalty 3 3..99880 0 2 2 11..99990 0 33..55778 8 ..003311 7 755..00995 5 11335 5 ..555566 7 799..00775 5 113377 Between Groups Between Groups Within Groups Within Groups Total Total Sum of Sum of S

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Descriptives Descriptives Customer_Loyalty Customer_Loyalty 995 5 33..7788111 1 ..772255886 6 ..007744447 7 33..6633332 2 33..9922889 9 11..660 0 44..8800 331 1 33..9999335 5 ..887755557 7 ..115577226 6 33..6677224 4 44..3311447 7 22..220 0 55..0000 112 2 44..3355000 0 ..448833336 6 ..113399553 3 44..0044229 9 44..6655771 1 33..660 0 55..0000 11338 8 33..8877883 3 ..775599773 3 ..006644667 7 33..7755004 4 44..0000661 1 11..660 0 55..0000 Islam Islam Buddha Buddha Hindu Hindu Total Total N

N MMeaean n StStd. d. DeDeviviatatiion on StStd. d. ErErroror r LoLowwer er BBouound nd UUpppper er BoBounundd 95% Confidence Interval for 95% Confidence Interval for

Mean Mean

Mi

T

Te

e st of Homogene

st of Homogene ity

ity of Varia

of Variances

nces

Customer_Loyalty

2 2..9

95

58

8

2

1

13

35

5 ..0

05

55

5 Levene

Levene

S

Stta

attiis

sttiic

c

d

dff1

1 d

dff2

2 S

Siig

g..

ANOVA ANOVA Customer_Loyalty Customer_Loyalty 3 3..99880 0 2 2 11..99990 0 33..55778 8 ..003311 7 755..00995 5 11335 5 ..555566 7 799..00775 5 113377 Between Groups Between Groups Within Groups Within Groups Total Total Sum of Sum of S

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Descriptives Descriptives Customer_Loyalty Customer_Loyalty 770 0 33..7799443 3 ..775588331 1 ..009900664 4 33..6611335 5 33..9977551 1 11..660 0 55..0000 556 6 33..9966007 7 ..775577443 3 ..110011222 2 33..7755779 9 44..1166336 6 11..880 0 55..0000 110 0 33..8888000 0 ..779955554 4 ..225511557 7 33..3311009 9 44..4444991 1 22..660 0 55..0000 2 2 44..5500000 0 ..770077111 1 ..550000000 0 --11..8855331 1 1100..8855331 1 44..000 0 55..0000 11338 8 33..8877883 3 ..775599773 3 ..006644667 7 33..7755004 4 44..0000661 1 11..660 0 55..0000 Below than RM2000 Below than RM2000 RM2000 till RM3999 RM2000 till RM3999 RM4001 till RM5999 RM4001 till RM5999 RM6000 and above RM6000 and above Total Total N

N MMeaean n StStd. d. DeDeviviatatioion n SStdtd. . ErErroror r LoLowwer er BoBounund d UUpppper er BoBounundd 95% Confidence Interval for 95% Confidence Interval for

Mean Mean

Min

Minimum imum MaxMaximuimumm

T

Te

e st of Homogene

st of Homogene ity

ity of Varia

of Variance

nce s

s

Customer_Loyalty

..0

06

60

0

3

1

13

34

4 ..9

98

81

1 Levene

Levene

S

Stta

attiis

sttiic

c

d

dff1

1 d

dff2

2 S

Siig

g..

ANOVA ANOVA Customer_Loyalty Customer_Loyalty 1 1..66447 7 3 3 ..55449 9 ..99550 0 ..441188 7 777..44227 7 11334 4 ..557788 7 799..00775 5 113377 Between Groups Between Groups Within Groups Within Groups Total Total Sum of Sum of S

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Descriptives Descriptives Customer_Loyalty Customer_Loyalty 1 1 44..0000000 0 . . . . . . . . 44..000 0 44..0000 113 3 33..5533885 5 ..775544447 7 ..220099225 5 33..0088225 5 33..9999444 4 22..440 0 44..8800 330 0 33..8866667 7 ..772266551 1 ..113322664 4 33..5599554 4 44..1133779 9 22..440 0 55..0000 778 8 33..9900551 1 ..776611990 0 ..008866227 7 33..7733333 3 44..0077669 9 11..880 0 55..0000 114 4 44..0044229 9 ..888888114 4 ..223377337 7 33..5533001 1 44..5555557 7 11..660 0 55..0000 2 2 44..0000000 0 ..000000000 0 ..000000000 0 44..0000000 0 44..0000000 0 44..000 0 44..0000 11338 8 33..8877883 3 ..775599773 3 ..006644667 7 33..7755004 4 44..0000661 1 11..660 0 55..0000 Primary Primary Secondary Secondary HSC/Diploma HSC/Diploma Degree Degree Postgraduate Postgraduate Others Others Total Total N

N MMeaean n StStd. d. DeDeviviatatioion n StStd. d. ErErroror r LoLowwer er BoBounund d UUpppper er BoBounundd 95% Confidence Interval for 95% Confidence Interval for

Mean Mean

Mi

Minimnimum um MaMaxiximumumm

Test of Homogene

Test of Homogene ity ity of Variancesof Variances Customer_Loyalty Customer_Loyalty .918 .918aa 4 4 11332 2 ..445566 Levene Levene S

Sttaattiissttiic c ddff1 1 ddff2 2 SSiigg..

Groups w

Groups with only one case are ith only one case are ignored inignored in com

computing the puting the test of homogeneity of test of homogeneity of variance for

variance for CustomCustomer_Loyalty.er_Loyalty. a.

a.

ANOVA ANOVA Customer_Loyalty Customer_Loyalty 1 1..99885 5 5 5 ..33997 7 ..66880 0 ..663399 7 777..00990 0 11332 2 ..558844 7 799..00775 5 113377 Between Groups Between Groups Within Groups Within Groups Total Total Sum of Sum of S

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Descriptives Descriptives Customer_Loyalty Customer_Loyalty 3 3 33..5533333 3 ..446611888 8 ..226666667 7 22..3388660 0 44..6688007 7 33..000 0 33..8800 880 0 33..8899550 0 ..775599773 3 ..008844994 4 33..7722559 9 44..0066441 1 11..880 0 55..0000 8 8 44..0077550 0 ..339999111 1 ..114411111 1 33..7744113 3 44..4400887 7 33..440 0 44..8800 444 4 33..8822773 3 ..885500227 7 ..112288118 8 33..5566888 8 44..0088558 8 11..660 0 55..0000 3 3 44..0000000 0 ..000000000 0 ..000000000 0 44..0000000 0 44..0000000 0 44..000 0 44..0000 11338 8 33..8877883 3 ..775599773 3 ..006644667 7 33..7755004 4 44..0000661 1 11..660 0 55..0000 Goverment Goverment Private Private Own Business Own Business Student Student Others Others Total Total N

N MMeaean n SStdtd. . DeDevviiatatiion on SStdtd. . EErrrror or LoLowwer er BBouound nd UUpppper er BBououndnd 95% Confidence Interval for 95% Confidence Interval for

Mean Mean

Mi

T

Te

e st of Homogene

st of Homogene ity

ity of Varia

of Variance

nce s

s

Customer_Loyalty

3 3..2

23

31

1

4

1

13

33

3 ..0

01

14

4 Levene

Levene

S

Stta

attiis

sttiic

c

d

dff1

1 d

dff2

2 S

Siig

g..

ANOVA ANOVA Customer_Loyalty Customer_Loyalty ..88448 8 4 4 ..22112 2 ..33660 0 ..883366 7 788..22227 7 11333 3 ..558888 7 799..00775 5 113377 Between Groups Between Groups Within Groups Within Groups Total Total Sum of Sum of S

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POST HOC TESTS

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Multiple

Multiple ComComparisonsparisons Dependent

Dependent Variable: Customer_LoyaltyVariable: Customer_Loyalty Tukey HSD Tukey HSD --..221122550 0 ..115544227 7 ..33556 6 --..5577881 1 ..11553311 --..5566889955* * ..222288550 0 ..00337 7 --11..1111004 4 --..00227744 ..221122550 0 ..115544227 7 ..33556 6 --..1155331 1 ..55778811 --..335566445 5 ..225533557 7 ..33441 1 --..9955774 4 ..22444455 ..5566889955* * ..222288550 0 ..00337 7 ..0022774 4 11..11110044 ..335566445 5 ..225533557 7 ..33441 1 --..2244445 5 ..99557744 (J) Race (J) Race Chinese Chinese Indian Indian Malay Malay Indian Indian Malay Malay Chinese Chinese (I) Race (I) Race Malay Malay Chinese Chinese Indian Indian Mean Mean Difference Difference

((II--JJ) ) SSttdd. . EErrr or or r SSiigg. . LLoowweer r BBoouunnd d UUppppeer r BBoouunndd 95% Confidence Interval 95% Confidence Interval

The mean difference is significant at the

The mean difference is significant at the .05 level..05 level. *.

*.

Customer_Loyalty Customer_Loyalty Tu

Tukey HSkey HSDDa,ba,b

9 95 5 33..77881111 3 31 1 33..9999335 5 33..99993355 1 12 2 44..33550000 ..55889 9 ..222299 Race Race Malay Malay Chinese Chinese Indian Indian Sig. Sig. N N 1 1 22

Subset for alpha = .05 Subset for alpha = .05

Means for groups in homogeneous subsets are displayed. Means for groups in homogeneous subsets are displayed.

U

Uses Harmonic Mean Sample Sizses Harmonic Mean Sample Size = 23e = 23.787.787.. a.

a.

The group sizes are unequal. The harmonic mean The group sizes are unequal. The harmonic mean of the gro

of the gro up sizup sizes is used. Type I error levels arees is used. Type I error levels are not guaranteed.

not guaranteed. b.