MKT 414

Section-1

Final Report
Prepared For:

Dr. Md. Humayun Kabir Chowdhury

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Professor

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Department of Business Administration

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East- West University

Prepared By:

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Md. Rifayat Islam

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Name:

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Md. Afnan Hossain

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Md. Tauhid Rasul

Kha. Haniya

Id:
2005-2-10-228
2005-1-10-102
2005-3-10-016
2005-2-10-222

Date of Submission: 15th December, 2008.

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An Analysis of the Factors that Influence the Service Experience in

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Customer Care Center

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Letter of Submittal
15th December 2008
Dr. Md. Humayun Kabir Chowdhury
Professor
Department of Business Administration
East West University,
43 Mohakhali C/A Dhaka 1212
Sub: Submission of Final Report.

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Dear Sir,
It is of great honor and delight to us to present you our final report prepared as a part of the MKT
414: Marketing Research Course being offered in the Fall Semester of 2008. The entire duration
of preparing this report has been immensely helpful to us, giving us a golden opportunity to look
outside the regular classroom and move to the real world. A lot of lessons were learnt and a vast
amount experience was gained. Developing interpersonal skills, taking formal interviews and of
course handling each and every detail with a professional attitude were just to name a few. Truly
this will help us in our future life, solving more complex situations and problems and also
building a Business structure those who we have a dream to be a Business Executives.
Before we start the report, it would be of great pleasure to us to mention the individual who has
helped us to complete this document, and without whose help it would not be possible for us to
accomplish this task.
We are particularly grateful to Dr. Md. Humayun Kabir Chowdhury(Professor, Department of

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Business Administration) for his co-operation in helping us to achieve our purpose.

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We would once again like to express my sense of gratitude towards you for giving us this
opportunity, and sincerely hope that our report would give you immense satisfaction. We shall
always be available to respond to any queries that you may have in this regard.
Thanking you,
Sincerely yours,
Md. Rifayat Islam

2005-2-10-228

Md. Afnan Hossain

2005-1-10-102

Md.Tauhid Rasul

2005-3-10-016

Kha. Haniya

2005-2-10-222
(iii)
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Acknowledgements

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We are very pleased to accomplish the assign task given by our revered course instructor
Dr.Md.Humayun Kabir Chowdhury on the subject An Analysis of the Factors that Influence the
Service Experience in Customer Care Center. We are very much obliged to those persons who
gave their valuable time in the questionnare part, opinion and advice to complete this report. At
first, our profound gratification goes to Dr.Md.Humayun Kabir Chowdhury, the honorable course
instructor of Marketing Research for his apt supervision to complete the report successfully. By
providing us the opportunity of preparing this report, he has made us able to relate the academic
knowledge of Marketing Research with practical scenario. Not only this, he has also contributed
much in this project by giving us proper guideline. Then, we would like to thank for his
participation with us through an interview session and sharing the required information about
different perspective to complete the project. We are also acknowledging to all of those web sites
from which we have taken necessary helps. Our gratitude also goes to some senior students for
their guidance in various stages of completing the report and our dear friends and classmates for
their ingenious advices and supports.

We have collected information from the students of East West University. We are also very

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much grateful to them for their valuable time and information for conducting the report.

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Finally, we are pleased to complete the report on the given subject properly and authentically.

(iv)

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Table of Contents

(iii)

(b) Acknowledgements
(c) Synopsis

(iv)
(vi)

Chapter 01: Introduction

1.1 Background of the Study
1.2 Problem Definition

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Chapter 02: Approach to the Problem

2.1 Literature Review
2.2 Relative Construct of this Study
2.3 Research Questions
2.4 Hypothesis

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(a) Letter of Submittal

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Chapter 03: Research Design

3.1 Questionnaire Design
3.2 Data Collection Method

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Chapter 04: Data Analysis

4.1 Analysis Techniques

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3.3 Sample Selection

3.4 Validity
3.5 Measurement of the Variables

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Chapter 05: Results and Findings

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5.1 Hypothesis Testing

5.2 Regression Analysis
5.3 Discussion
5.4 Limitation

Chapter 06: Conclusion and Recommendation

6.1 Conclusion
6.2 Recommendation
Chapter 07: Bibliography
Chapter 08: Appendix

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(v)
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Synopsis

The overview of the business environment is changing over time. Due to increasing of excessive
competition in business environment customer care is getting more preference day by day. Now a day the
concept of customer care center is not only used with the service of mobile phone but also this concept is
used with different types of public services and private services. At the point of view of Bangladesh
essentiality of customer care center is in rising demand. When a product or service is introduced in the

market in order to inform the customer about the product and service as well as to provide after sales

service the most feasible way is customer care center. Customer care center is indispensable part for the

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service provider since most of the people of our country are illiterate. So we, the group members of

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Marketing Research course have made a report to find out the factors that influence the service experience

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in customer care center. We have tried to make a qualitative report by developing hypotheses, collecting
information from the customers through questionnaire, analyzing data through statistical tools and finally

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we have made some comment from our research findings about the factors that influence the service
experience in customer care center which will help us to understand various aspects of marketing

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research.

(vi)

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Chapter 01: Introduction

1.1Background of the Study
This research paper is prepared as a partial requirement of the course Marketing Research (MKT
414). This research was conducted to find out the factors that influence the service experience of
the customers in the customer care center.

Many service organizations have embraced relationship marketing with its focus on maximizing

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customer lifetime value .In order to gain more profit share and to be distinctive in the market

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place the service providers are taking different initiatives and customer care center is one of the
common and important initiative. And in the Customer care center customer service has become

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an important component in this process. Hence, managers are keenly interested in the effect of

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service changes on customer experience and satisfaction. If customers experiences are not
satisfactory, the relationship is likely to be very short. Customer service is shaping in different
ways in order to provide a better service experience to the customer. Everybody has been

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offering gratuitous and blindly obvious advice on how to improve the customer experience for

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customer care center.

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years. We will focus to identify the underlying factors that influence the service experience in the

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As the environment of Businesses is getting stiff day by day, companies are paying more

concentration on the customers. And to be more responsive to the customers, companies have
come out with the idea called Customer Care Centre which has become the strength for some
of the companies. By the term Customer Care Center, it means the point of contact for the
customers of a particular company. Generally in Customer Care connects customers with the
right individual who responds to the various problems that the customer is facing and also
provide various information and help along with possible solution to the problems. Moreover
successful companies pay more concentration on the Customer Care Center for the purpose of
providing a better service experience to its consumer.
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1.2Problem Definition
The objective of research is to find out how factors influence the service experience in Customer
Care Center. The number and also for different purposes of customer care center are established.
People go there for solving different types of problem and also for taking information about
product features and promotion. Brand image of a product and also image of the organization
highly depends on the service of the customer care canter. So our primary objective is to identify
the factors that influence the service experience in a customer care center. We have taken four
important factors from servuction model and these are inanimate environment, contact personnel,

service provider and rules and regulations. Then we will find out which whether they have any

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positive impression towards the customer care center. Finally, we have conducted a conclusive

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research to find out the relationship among factors that influence the service experience in a

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customer care center.

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Chapter 02: Approach to the Problem

2.1 Literature Review
Customer service (also known as Client Service) is the provision of service to customers before,
during and after a purchase.
According to Turban et al. (2002), Customer service is a series of activities designed to
enhance the level of customer satisfaction that is, the feeling that a product or service has met

the customer expectation.

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Its importance varies by product, industry and customer. As an example, an expert customer
might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer
service is more important if the purchase relates to a service as opposed to a product".

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Customer service may be provided by a person (e.g., sales and service representative), or by

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automated means called self-service. Examples of self service are Internet sites.
Customer service is normally an integral part of a companys customer value proposition.

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Some have argued that the quality and level of customer service has decreased in recent years,
and that this can be attributed to a lack of support or understanding at the executive and middle

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management levels of a corporation and/or a customer service policy.

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Recently, many organizations have implemented feedback loops that allow them to capture
feedback at the point of experience. For example, National Express, one of the UK's leading
coach companies invites passengers to send text messages whilst riding the bus. This has been
shown to be useful as it allows companies to improve their customer service before the customer
defects, thus making it far more likely that the customer will return next time.
Customer care also benefits some businesses more than others.

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2.2 Relative Constructs of this Study

We have considered the main 4 factors of the servuction model to conduct the research.

Inanimate Environment
Cleanliness of the surroundings
Odors
Furnishers (Beds, chairs, tables etc)
Decoration (Curtains, bedcover etc)

Customer care centers appearance

Customer service

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Equipments(Computers and many

strategy

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others)

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Receptionists

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Contact Personnel

Rules and

Telephone operator

regulations

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Security personnels

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Service Provider

Invisible

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Customer care Manager

Visible

The inanimate Environment

The inanimate environment consists of all the nonliving features that are presenting during the
service encounters. Because service are intangible they cannot be objectively evaluated as can
goods. Hence,in absence of a tangible product, consumers look for tangible cues that surround
the service n which to base their service performance evaluations.
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Contact Personnel and service providers

Contact personnel are employee other than the primary service providers who briefly interact
with the customer. In contrast service providers are the primary providers of the core service.
unlike the consumptions of goods, the consumptions of service often takes place where the
service is produced or where the service is produces at the consumers residence or workplace
.Regardless of the service delivery locations, interactions between consumers and contact
personnel an/service providers are commonplace. As a result the impact of the contact personnel;
and service providers on the service experience can be profound.
Rules and Regulations:

Although Rules and regulations inside the Customer care Center are invisible to the customer

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they have a profound effect on the customer service experience .the invisible organization and

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system determines the factors such as information forms to be completed to policies of the
organizations. The servuction system is what creates the experience for the consumers and it is

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the experience that creates the bundle of benefits for the consumers.

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2.3 Research Questions

1. Does inanimate environment shape a better customer service?

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2. Does contact personnel influences service experience of customer in a customer care center?

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3. Does service provider influences the service experience of customer in a customer care center?

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4. Do the strategy, rules and regulation of the Customer Care Center negatively influence the
service experience of a customer in a customer care center?

2.4 Hypotheses

Based on the Research Question, we have developed following hypothesis,

H1: Inanimate environment shapes a better service experience.
H2: Contact personnel influences the service experience of customer
H3: Service Providers influences the service experience of customer
H4: The strategy, rules and regulation of the Customer Care Center positively influences the
service experience of a customer.
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Chapter 03: Research Design

3.1 Questionnaire Design
An 18 question questionnaire was developed based on the Servuction model. The model included
questions covering inanimate environment, contact personnel, service provider, rules and
regulation and service experience. A Likert scale was used to question the respondents on the

five point scale. The respondents were asked to rate on the scale between Strongly Agree and

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Strongly Disagree.

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3.2 Data Collection Method

A pre tested questionnaire was used to collect the data. The questionnaire was pre-tested in order

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from the students of the East West University.

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to maintain proper wording, length and sequencing of the questions. The data were collected

3.3 Sample Selection

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To select the sample we have used non-probabilistic sampling method and which is convenient
sample. A sample size of 50 students was used to conduct the research. The respondents of the

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sample were the students of East West University as it is easy for us to collect data from the

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campus. At first the students were asked whether they had taken service from any customer care.

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Though there are some criticisms about the use of student as respondent of any sample but many

of the researchers used student as sample.

3.4 Validity
Since this research had limitations in terms of time and scope our research is limited to the
reliability. As a result less attention was given to validity.

3.5 Measurement of the variables

A total of 18 items were constructed to get the data on five variables where four were
independent and the remaining was dependent. Reliability and internal consistency of the multi
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item scales for each of the constructs were measured using Cronbach Coefficient Alpha. The
minimally acceptable reliability for primary research should be in the range of point five to point
six. (Nunnally, 1967)Based on the assessment a total of 17 items measuring the constructs were
finally retained for final use. Coefficient alpha values were computed for each construct
separately which ranged from point 0.4547 to 0.7501.
Dimension
Inanimate

Number of Items

Alpha Values

Environment 3

0.5489

Personnel 4

0.5740

Contact

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(independent)
Service

Provider 4

0.6708

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(independent)
Rules

Regulation 4

Experience 2

0.4547

0.7501

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(dependent)

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(independent)
Service

(independent)

Chapter 04: Data Analysis

4.1 Analysis Techniques
Once the reliability analysis was done, we excluded one question from the first independent
variable Inanimate Environment that ultimately improved the alpha value. Then, we calculated
the mean value of dependent variables and independent variables. Finally, we completed the
analysis part through regression analysis.
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Chapter 05: Result & Findings

5.1 Hypothesis Testing:
In this section hypothesis based on the four factors that influence service experience in customer
care center are being analyzed.
H1: Inanimate environment shapes a better service experience.
Standardized

Regression

t value

Coefficient ()
1.539

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.185

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Inanimate Environment

Independent Variables

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The observed table shows that inanimate environment has a positive influence on the customer
but it is very low and it is not statistically significant as we can see that P value(.134) is larger

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than alpha value(.05) so H1 is rejected .

Contact Personnel

Standardized

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Independent Variables

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H2: Contact personnel influences the service experience of customer

Regression

t value

-2.088

.042

Coefficient ()
-.305

The observed table shows that Contact personnel has a positive influence on the customer and it
is statistically significant as we can say that P value(.042) is smaller than alpha value(.05) so H2
is accepted.

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H3: Service Providers influence the service experience of customer

Independent Variables

Standardized

Regression

t value

3.970

.000

Coefficient ()
Contact Personnel

.567

The observed table shows that Contact personnel has a positive influence on the customer and it

is statistically significant as we can say that P value(.000) is smaller than alpha value(.05) so H1

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is accepted.

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H4: Rules & Regulation influence the service experience of customer

Independent Variables

Standardized

Regression

t value

3.070

.004

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Coefficient ()
.364

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Contact Personnel

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The observed table shows that Contact personnel has a positive influence on the customer and it

is accepted.

is statistically significant as we can say that P value(.004) is smaller than alpha value(.05) so H1

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5.2 Regression Analysis:

Std. Error
Mode
Adjusted of
the
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R
R Square R Square Estimate
1
.686(a)
.470
.423
.48066
From the regression analysis, we have found

Change Statistics
R Square F
Sig.
Change Change df1
df2
Change
.470
9.986
4
45
.000
that the Value of R Square is .470. That means,

independent variable (Inanimate Environment, Contact Personnel, Service Provider, Rules and
Regulations) has 47% impact over the dependent variable (Service Experience of Customers in a

Customer Care Center). In other words, the dependent variable (Service Experience of

Customers in a Customer Care Center) can be influenced 47% by the independent variable

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(Inanimate Environment, Contact Personnel, Service Provider, Rules and Regulations).

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5.3 Discussion:

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In this study of Servuction model analysis of a Customer Care Center, it tries to find out the

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factors which affects the service experience in Customer Care Center .The 4 factors are
Inanimate Environment, Contact Personnel, Service Providers and Rules & Regulation are tested
by conducting a Regression analysis. The result indicates that three out of four factors (Contact

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Personnel, Service Providers and Rules & Regulation) have direct positive and significant

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influence on Customer service experience. Only Inanimate Environment did not show any

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significant influence on customer service experience. Perhaps Customers may give less attention

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to the physical surroundings and focus more on other factors.

5.4 Limitation :

The study has some limitation also. First the study used convenient sample more specifically the
students of East West University. and many arguments in favor and against the convenience
sampling method. Several authors have enumerated the dangerous of using student samples in
research(Beltramini1983;Oakes 1972).the R2(.470), is comparatively low which suggest other
factors can also influence the service experience. Further study should include other factors
except those we consider here. Also as inanimate Environment is rejected in this study so further
research should focus into inanimate environment to find out the reasonable outcome.
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Chapter 06: Conclusion and Recommendation

6.1 Conclusion
The factors of servuction model are both visible and invisible and they both affects the service
experience in customer care center. In this study these factors are tested with a statistical
technique and factors like contact personnel, service provider and Rules & Regulation proved

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more influenced by the other factors except inanimate environment.

significant in the study and inanimate environment proved insignificant. May be customers are

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6.2 Recommendation

Since the Hypotheses of Inanimate Environment has rejected so more focus should put on this
sector. Some are discussed below:

They should develop the physical appealing of the Customer Care Center.

They should show their sincere interest in solving the problems of the customers.

Their focus should be on providing the service accurately at the first time

Customer Service should be such that their service has error-free track records.

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Chapter 07: Bibliography:

1. Malhotra, J 2007-2008, Marketing Research, 5th Edition, Prentice-Hall, New Delhi.

2. Hoffman, Bateson, J 2006, Essentials of Service Marketing, 2nd Edition, Thomson

Learning, Ohio.

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3. Nargis Parvin and Md. Humayun Kabir Chowdhury, Consumer Evaluations of

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Beautification Products: Effects of Extrinsic Cues. Asian Academy of Management

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Journal, vol. 11, No. 2, 89-104, July 2006.

4. http://www.customerservice.org

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5. http://www.serviceorganization.com

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6. Christopher H. Lovelock, Classifying Services to gain Strategic Marketing Insights,

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Journal of Marketing, (Summer 1983), 9-20.

7. John E. G. Bateson, Managing Service Marketing, Ed 4, 121.

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Chapter 08: Appendix

8.1 Questionnaire

1. Physical facilities of the Customer Care Center that you visited are visually appealing.
Disagree

Neutral

Agree

Strongly Agree
5

Neutral

Agree
4

Strongly Agree
5

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Disagree

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3. The physical environment is neat and clean

Strongly Disagree

Agree

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Neutral

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Disagree

2. I like the smell inside the customer Care Center

Strongly Disagree

Strongly Agree

Strongly Disagree

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4. Lighting and sound is perfect for a good service experience

Neutral

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Agree
4

Strongly Agree
5

Disagree

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Strongly Disagree

5. Contact Personnel pays good attention to you

Strongly Disagree
1

Disagree
2

Neutral
3

Agree
4

Strongly Agree
5

6. Contact personnel is neat in appearance

Strongly Disagree
1

Disagree
2

Neutral
3

Agree
4

Strongly Agree
5
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7. Contact personnel respond to your quarries instantly

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

8. Contact personnel has the knowledge to answer your queries

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Neutral

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Disagree

Strongly Agree
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10. Service providers give you prompt service

Strongly Disagree

Agree

Neutral

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Disagree

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Strongly Disagree

9. When you have a problem Customer Care Center shows a sincere interest in solving it

Agree

Strongly Agree
5

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11. Behavior of the Service Provider of Customer Care Center creates confidence in you
Disagree

Neutral

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Strongly Disagree

Strongly Agree
5

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Agree

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12. Service Provider provides service at the time they promise to do so

Disagree

Strongly Disagree

Neutral
3

Agree
4

Strongly Agree
5

13. The rules& regulation inside the Customer Care Center is pleasant
Strongly Disagree
1

Disagree
2

Neutral
3

Agree
4

Strongly Agree
5

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14. You dont have to wait for along time in the queue in Customer care Center
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

15. Strict rules and regulation creates positive service experience for you
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Agree

Strongly Agree

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Neutral

Disagree

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Strongly Disagree

16. Behavior of the security people is courteous to you

Disagree

Neutral

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Strongly Disagree

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17. I get the service from the customer care center as I perceive it

Agree

Strongly Agree
5

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18. My experience in the customer care center is up to my expectation.

Disagree

Neutral

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Strongly Disagree

Strongly Agree
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Agree

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8.2 Test of Internal Consistency

Reliability
Case Processing Summary
N
Cases

Valid
Excluded
(a)
Total

%
50

100.0

.0

50

100.0

a Listwise deletion based on all variables in the procedure.

Cronbach's
Alpha
.503

Reliability Statistics

Corrected
Item-Total
Correlation

Cronbach's
Alpha if Item
Deleted

Physical facilities of the

Customer Care Center that
you visited are visually
appealing

11.34

2.515

.430

.334

I like the smell inside the

customer Care Center

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Scale
Variance if
Item Deleted

11.88

2.679

.168

.549

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Scale Mean if
Item Deleted

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Item-Total Statistics

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N of Items
4

2.255

.451

.288

2.496

.198

.532

The physical environment is

neat and clean

Reliability

11.44

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Lighting and sound is

perfect for a good service
experience

11.48

Case Processing Summary

N
Cases

Valid
Excluded
(a)
Total

%
50

100.0

.0

50

100.0

a Listwise deletion based on all variables in the procedure.

Cronbach's
Alpha
.549

Reliability Statistics
N of Items
3

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Item-Total Statistics
Scale
Variance if
Item Deleted

Scale Mean if
Item Deleted

Corrected
Item-Total
Correlation

Cronbach's
Alpha if Item
Deleted

Physical facilities of the

Customer Care Center that
you visited are visually
appealing

7.84

1.688

.353

.469

The physical environment is

neat and clean

7.98

1.449

.390

.401

Lighting and sound is

perfect for a good service
experience

7.94

1.241

.355

.474

Reliability

.C

%
50

100.0

.0

Excluded
(a)
Total

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50
100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics

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N of Items
4

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Cronbach's
Alpha
.574

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Valid

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N
Cases

Case Processing Summary

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Item-Total Statistics

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Scale Mean if
Item Deleted

Scale
Variance if
Item Deleted

Corrected
Item-Total
Correlation

Cronbach's
Alpha if Item
Deleted

11.20

2.490

.588

.297

Contact personnel is neat

in appearance

10.98

3.367

.232

.596

Contact personnel
respond to your quarries
instantly

11.32

2.957

.276

.579

Contact personnel has

the knowledge to answer
your queries

11.02

3.285

.378

.493

Contact Personnel pays

good attention to you

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Reliability
Case Processing Summary
N

Cases

Valid
Excluded
(a)
Total

50

%
100.0

.0

50

100.0

a Listwise deletion based on all variables in the procedure.

Reliability Statistics
Cronbach's
Alpha

N of Items
4

.671

Service providers give you

prompt service

10.82

Behavior of the Service

Provider of Customer Care
Center creates confidence
in you

.364

.662

3.130

.580

.514

10.66

3.453

.515

.566

3.604

.367

.662

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3.677

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10.78

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Service Provider provides

service at the time they
promise to do so

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10.58

Cronbach's
Alpha if Item
Deleted

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When you have a problem

Customer Care Center
shows a sincere interest in
solving it

Corrected
Item-Total
Correlation

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Scale
Variance if
Item Deleted

Scale Mean if
Item Deleted

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Item-Total Statistics

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Reliability

Case Processing Summary

N

Cases

Valid
Excluded
(a)
Total

50

100.0

.0

50
100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha
.455

N of Items
4

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Item-Total Statistics
Scale
Variance if
Item Deleted

Scale Mean if
Item Deleted
The rules& regulation inside
the Customer Care Center
is pleasant

Corrected
Item-Total
Correlation

Cronbach's
Alpha if Item
Deleted

4.075

.214

.424

You don't have to wait for

along time in the queue in
Customer care Center

10.66

3.494

.267

.376

Strict rules and regulation

creates positive service
experience for you

10.10

3.316

.377

.260

10.00

4.000

.182

.456

Behavior of the security

people is courteous to you

.C

Reliability
%
100.0

.0

om
:E

50

Excluded
(a)
Total

-N

N
Valid

SU

Case Processing Summary

Cases

9.92

50
100.0
a Listwise deletion based on all variables in the procedure.

N of Items
2

Item-Total Statistics

ol

le

ct

.750

ed

Cronbach's
Alpha

Fr

Reliability Statistics

Scale Mean if
Item Deleted

Scale
Variance if
Item Deleted

Corrected
Item-Total
Correlation

Cronbach's
Alpha if Item
Deleted

I get the service from the

customer care center as
I perceive it

3.32

.508

.600

.(a)

My experience in the
customer care center is
up to my expectation

3.58

.493

.600

.(a)

a The value is negative due to a negative average covariance among items. This violates reliability model
assumptions. You may want to check item codings.

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8.3 Regression:
Variables Entered/Removed(b)

Model
1

Variables
Entered

Variables
Removed

Rules,
Personnel,
Environmnt,
srvcprovider
(a)

Method

Enter

a All requested variables entered.

b Dependent Variable: Dependent

Std. Error of
the Estimate
.48066

R Square
Change
F Change
.470
9.986
Model Summary

df1

SU

Adjusted R
Square
.423

R Square
.470

df2
4

45

Sig. F Change
.000

-N

R
.686(a)

om
:E

a Predictors: (Constant), Rules, Personnel, Environmnt, srvcprovider

ANOVA(b)
Sum of
Squares

10.397

Total

19.625

9.228

Mean Square

Fr

df

Regressio
n
Residual

ed

Model
1

2.307

45

.231

Sig.

9.986

.000(a)

49

ol

le

ct

a Predictors: (Constant), Rules, Personnel, Environmnt, srvcprovider

b Dependent Variable: Dependent

Model
1

Model
1

.C

Change Statistics

Correlation
s

Covariance
s

Coefficient Correlations(a)
Rules
1.000

Personnel
.016

Personnel

.016

Environmnt

-.232

Rules

srvcprovide
r
Rules

Environmnt
-.232

srvcprovider
-.268

1.000

-.353

-.592

-.353

1.000

.199

-.268

-.592

.199

1.000

.016

.000

-.004

-.005

Personnel

.000

.029

-.008

-.015

Environmnt

-.004

-.008

.019

.004

-.005

-.015

.004

.024

srvcprovide
r
a Dependent Variable: Dependent

- 26 -