Appendix Q1.

Factor Analysis
Table 1.1-

Correlation Matrix

My BANK makes sure it is not biased towards certain custo... Correlation My BANK makes sure it is not biased towards certain custo... My BANK makes efforts to treat all customers equally My BANK makes sure that it does not favour some customers... My BANK is willing to explain its products and services My BANK tries to make sure I understand the information i... My BANK tries to make sure that I understand what I am bu... My BANK shows courtesy in its dealings with me My BANK treats me with respect My BANK is considerate in its dealings with me My BANK makes sure that I only end up with products which... 1.000

My BANK My BANK My BANK My BANK My BANK is tries to tries to makes makes sure willing to make sure I make sure efforts to that it does explain its understand that I treat all not favour products the understand customers some and information what I am equally customers... services i... bu... .768 .770 .316 .403 .417

My BANK My BANK provides My BANK My BANK is makes sure products shows considerate that I only which courtesy in My BANK in its end up with perform as I its dealings treats me dealings products have been with me with respect with me which... le... .353 .388 .384 .405 .420

My BANK keeps its promises .401

I benefit My BANK from my ensures that interactions My BANK any terms My BANK with my ensures that and delivers BANK as any charges My BANK conditions what it says much as I pay are gives me a attached it will th... fair fair deal to... .395 .380 .339 .393 .438

.768

1.000

.852

.347

.428

.410

.383

.425

.412

.408

.462

.429

.413

.392

.368

.408

.432

.770

.852

1.000

.311

.411

.391

.382

.405

.403

.370

.430

.419

.402

.406

.382

.388

.434

.316

.347

.311

1.000

.691

.577

.567

.546

.517

.462

.442

.423

.471

.445

.350

.424

.453

.403

.428

.411

.691

1.000

.696

.557

.564

.593

.580

.564

.582

.611

.557

.492

.574

.613

.417

.410

.391

.577

.696

1.000

.589

.584

.626

.631

.604

.608

.628

.559

.481

.580

.647

.353

.383

.382

.567

.557

.589

1.000

.891

.848

.617

.577

.598

.611

.517

.482

.612

.606

.388 .384

.425 .412

.405 .403

.546 .517

.564 .593

.584 .626

.891 .848

1.000 .877

.877 1.000

.582 .652

.570 .617

.589 .612

.603 .642

.532 .549

.481 .526

.600 .630

.592 .646

.405

.408

.370

.462

.580

.631

.617

.582

.652

1.000

.689

.636

.663

.600

.528

.640

.655

Table 1.2KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .937 1.100E4 136 .000

Table 1.3Communalities Extrac Initial tion My BANK makes sure it is not biased towards certain custo... My BANK makes efforts to treat all customers equally My BANK makes sure that it does not favour some customers... My BANK is willing to explain its products and services My BANK tries to make sure I understand the information i... My BANK tries to make sure that I understand what I am bu... My BANK shows courtesy in its dealings with me My BANK treats me with respect My BANK is considerate in its dealings with me My BANK makes sure that I only end up with products which... My BANK provides products which perform as I have been le... My BANK keeps its promises My BANK delivers what it says it will I benefit from my interactions with my BANK as much as th... My BANK ensures that any charges I pay are fair My BANK gives me a fair deal My BANK ensures that any terms and conditions attached to... Extraction Method: Principal Component Analysis. 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 .823 .883 .884 .613 .626 .634 .823 .819 .806 .653 .660 .707 .761 .654 .657 .752 .775

Table 1.4Total Variance Explained Initial Eigenvalues Compone nt 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Total 9.788 1.682 1.061 .819 .735 .448 .392 .350 .286 .266 .247 .224 .198 .150 .142 .120 .092 % of Variance 57.578 9.893 6.244 4.819 4.322 2.635 2.307 2.057 1.684 1.562 1.455 1.315 1.165 .880 .836 .706 .543 Cumulative % 57.578 67.470 73.714 78.534 82.855 85.491 87.798 89.855 91.539 93.101 94.556 95.871 97.036 97.916 98.752 99.457 100.000 Extraction Sums of Squared Loadings Total 9.788 1.682 1.061 % of Variance 57.578 9.893 6.244 Cumulative % 57.578 67.470 73.714 Rotation Sums of Squared Loadings Total 5.426 4.229 2.876 % of Variance 31.920 24.877 16.918 Cumulative % 31.920 56.796 73.714

Table 1.5-

Component Matrixa Component 1 My BANK makes sure it is not biased towards certain custo... My BANK makes efforts to treat all customers equally My BANK makes sure that it does not favour some customers... My BANK is willing to explain its products and services My BANK tries to make sure I understand the information i... My BANK tries to make sure that I understand what I am bu... My BANK shows courtesy in its dealings with me My BANK treats me with respect My BANK is considerate in its dealings with me My BANK makes sure that I only end up with products which... My BANK provides products which perform as I have been le... My BANK keeps its promises My BANK delivers what it says it will I benefit from my interactions with my BANK as much as th... My BANK ensures that any charges I pay are fair My BANK gives me a fair deal My BANK ensures that any terms and conditions attached to... Extraction Method: Principal Component Analysis. a. 3 components extracted. .595 .624 .609 .645 .772 .784 .802 .803 .829 .795 .799 .812 .837 .764 .708 .810 .837 2 .684 .701 .716 -.098 -.065 -.092 -.198 -.150 -.177 -.126 -.052 -.102 -.146 -.089 -.088 -.138 -.097 3 .022 .047 .021 .433 .161 .101 .375 .389 .296 -.077 -.139 -.194 -.197 -.252 -.384 -.277 -.255

Table 1.6-

Rotated Component Matrixa Component 1 My BANK makes sure it is not biased towards certain custo... My BANK makes efforts to treat all customers equally My BANK makes sure that it does not favour some customers... My BANK is willing to explain its products and services My BANK tries to make sure I understand the information i... My BANK tries to make sure that I understand what I am bu... My BANK shows courtesy in its dealings with me My BANK treats me with respect My BANK is considerate in its dealings with me My BANK makes sure that I only end up with products which... My BANK provides products which perform as I have been le... My BANK keeps its promises My BANK delivers what it says it will I benefit from my interactions with my BANK as much as th... My BANK ensures that any charges I pay are fair My BANK gives me a fair deal My BANK ensures that any terms and conditions attached to... Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 5 iterations. .224 .223 .226 .194 .454 .510 .369 .348 .435 .643 .667 .726 .758 .727 .775 .789 .783 2 .180 .210 .178 .738 .601 .571 .817 .815 .767 .453 .388 .369 .393 .292 .160 .315 .336 3 .861 .888 .895 .175 .244 .220 .140 .186 .167 .186 .253 .210 .179 .201 .175 .173 .221

Table 1.7-

Table 1.8Component Transformation Matrix Compone nt 1 2 3 1 .704 -.264 -.660 2 .598 -.282 .750 3 .384 .922 .041

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

Table 1.9Component Score Coefficient Matrix Component 1 My BANK makes sure it is not biased towards certain custo... My BANK makes efforts to treat all customers equally My BANK makes sure that it does not favour some customers... My BANK is willing to explain its products and services My BANK tries to make sure I understand the information i... My BANK tries to make sure that I understand what I am bu... My BANK shows courtesy in its dealings with me My BANK treats me with respect My BANK is considerate in its dealings with me My BANK makes sure that I only end up with products which... My BANK provides products which perform as I have been le... My BANK keeps its promises My BANK delivers what it says it will I benefit from my interactions with my BANK as much as th... My BANK ensures that any charges I pay are fair My BANK gives me a fair deal My BANK ensures that any terms and conditions attached to... Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. -.078 -.094 -.081 -.207 -.035 .008 -.145 -.161 -.096 .124 .152 .195 .206 .225 .304 .252 .234 2 -.063 -.046 -.068 .362 .172 .135 .348 .349 .289 .016 -.041 -.070 -.064 -.117 -.214 -.123 -.113 3 .399 .411 .417 -.012 .001 -.016 -.063 -.036 -.053 -.041 -.002 -.031 -.055 -.028 -.035 -.054 -.030

Table 1.10Component Score Covariance Matrix Compone nt 1 2 3 1 1.000 .000 .000 2 .000 1.000 .000 3 .000 .000 1.000

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

Q2. Regression
Table 2.1Variables Entered/Removed Varia bles Rem oved Method Enter

Variables Model Entered 1

Distributiv . e, Procedural, Interaction ala

a. All requested variables entered.

Table 2.2C0RRELATIONS Overall my BANK treats me Procedur Interacti Distributi fairly al onal ve Pearson Correlation Overall my BANK treats me fairly Procedural Interactional Distributive Sig. (1-tailed) Overall my BANK treats me fairly Procedural Interactional Distributive 1.000 .449 .745 .836 . .000 .000 .000 .449 1.000 .483 .516 .000 . .000 .000 .745 .483 1.000 .763 .000 .000 . .000 .836 .516 .763 1.000 .000 .000 .000 .

Variables Entered/Removed Varia bles Rem oved Method

Variables Model Entered 1

Distributiv . Enter e, Procedural, Interaction ala Overall my BANK treats me fairly Procedural Interactional Distributive

700 700 700

700 700 700 700

700 700 700 700

700 700 700 700 700

Table 2.3-

Model Summary Change Statistics Mo del R 1 .852

a

Std. Error R Adjusted R of the Square Square Estimate .726 .725 .485

R Square Change .726

F Change df1 615.088 3

df2 696

Sig. F Chang e .000

a. Predictors: (Constant), Distributive, Procedural, Interactional

Table 2.4-

ANOVAb Model 1 Sum of Squares Regressio 434.920 n Residual Total 164.044 598.964 df 3 696 699 Mean Square 144.973 .236 F Sig.

615.08 .000a 8

a. Predictors: (Constant), Distributive, Procedural, Interactional b. Dependent Variable: Overall my BANK treats me fairly

Q3. T-test
Table 3.1T-Test

Group Statistics Gende r procfair Male 1 Femal e intfair1 Male Femal e distfair Male 1 Femal e N Mean Std. Deviation .98610 .92736 .81502 .74798 .92372 .86369 Std. Error Mean .06024 .04462 .04979 .03599 .05643 .04155

268 3.6294 432 3.8102 268 4.0877 432 4.2415 268 3.7901 432 3.9008

Table 3.2Independent Samples Test Levene's Test for Equality of Variances Sig. (2tailed) .015 .016 .011 .013 .109 .115 t-test for Equality of Means Mean Difference -.18083 -.18083 -.15383 -.15383 -.11064 -.11064 Std. Error Difference .07389 .07496 .06021 .06143 .06898 .07008 95% Confidence Interval of the Difference Lower -.32590 -.32808 -.27204 -.27450 -.24608 -.24830 Upper -.03576 -.03358 -.03561 -.03315 .02479 .02701

F procfair Equal variances 1 assumed Equal variances not assumed intfair1 Equal variances assumed Equal variances not assumed distfair1 Equal variances assumed Equal variances not assumed .503 .451 .657

Sig. .418

t -2.447

df 698

-2.412 539.714 .502 -2.555 698

-2.504 529.384 .478 -1.604 698

-1.579 537.259

Q4. ANOVA (Age group and Overall Satisfaction)

Table 4.1Descriptives Overall my BANK treats me fairly Std. Deviation .945 .868 .916 1.012 .752 .703 .926 Std. Error .202 .084 .052 .080 .099 .107 .035 95% Confidence Interval for Mean Lower Bound Upper Bound Minimum Maximum 3.90 3.93 3.89 3.87 4.37 4.30 4.04 4.74 4.26 4.10 4.18 4.77 4.73 4.18 2 2 1 1 2 3 1 5 5 5 5 5 5 5

N 16 - 25 26 - 35 36 - 45 46 - 55 56 - 65 Over 65 Total 22 106 310 161 58 43 700

Mean 4.32 4.09 4.00 4.02 4.57 4.51 4.11

Table 4.2Test of Homogeneity of Variances Overall my BANK treats me fairly Levene Statistic 1.862 df1 5 df2 694 Sig. .099

Table 4.3-

ANOVA Overall my BANK treats me fairly Sum of Squares Between Groups Within Groups Total 25.269 573.695 598.964 df 5 694 699 Mean Square 5.054 .827 F 6.114 Sig. .000

Table 4.4Post Hoc Tests

Multiple Comparisons Overall my BANK treats me fairly Scheffe Mean Difference (I-J) .224 .321 .293 -.251 -.193 -.224 .098 .069 -.475 -.417 -.321 -.098 -.028 -.572
*

95% Confidence Interval Std. Error .213 .201 .207 .228 .238 .213 .102 .114 .148 .164 .201 .102 .088 .130 .148 .207 .114 .088 .139 .156 .228 .148 .130 .139 .183 Sig. .954 .766 .847 .943 .985 .954 .969 .996 .071 .267 .766 .969 1.000 .002 .034 .847 .996 1.000 .010 .085 .943 .071 .002 .010 1.000 Lower Bound -.49 -.35 -.40 -1.01 -.99 -.93 -.24 -.31 -.97 -.97 -.99 -.44 -.32 -1.01 -1.01 -.98 -.45 -.27 -1.01 -1.01 -.51 -.02 .14 .08 -.55 Upper Bound .93 .99 .98 .51 .60 .49 .44 .45 .02 .13 .35 .24 .27 -.14 -.02 .40 .31 .32 -.08 .03 1.01 .97 1.01 1.01 .67

(I) Age (J) Age 16 - 25 26 - 35 36 - 45 46 - 55 56 - 65 Over 65 26 - 35 16 - 25 36 - 45 46 - 55 56 - 65 Over 65 36 - 45 16 - 25 26 - 35 46 - 55 56 - 65 Over 65 46 - 55 16 - 25 26 - 35 36 - 45 56 - 65 Over 65 56 - 65 16 - 25 26 - 35 36 - 45 46 - 55 Over

-.515* -.293 -.069 .028 -.544

*

-.487 .251 .475 .572 .544

* *

.057

(Channel preference and Overall Satisfaction)

Table 4.5Test of Homogeneity of Variances Overall my BANK treats me fairly Levene Statistic 3.487 df1 3 df2 696 Sig. .016

Table 4.6ANOVA Overall my BANK treats me fairly Sum of Squares Between Groups Within Groups Total 3.470 595.494 598.964 df 3 696 699 Mean Square 1.157 .856 F 1.352 Sig. .256

Table 4.6Post Hoc Tests

Multiple Comparisons Overall my BANK treats me fairly Scheffe (I) (J) Consumer Consumer 's channel 's channel Mean preferenc preferenc Difference e e (I-J) Branch Telephone Internet Other Telephone Branch Internet Other Internet Branch Telephone Other Other Branch Telephone Internet .028 .094 .245 -.028 .066 .217 -.094 -.066 .151 -.245 -.217 -.151 95% Confidence Interval

Std. Error .081 .112 .128 .081 .108 .125 .112 .108 .147 .128 .125 .147

Sig. .989 .872 .302 .989 .945 .387 .872 .945 .786 .302 .387 .786

Lower Bound -.20 -.22 -.11 -.25 -.24 -.13 -.41 -.37 -.26 -.61 -.57 -.56

Upper Bound .25 .41 .61 .20 .37 .57 .22 .24 .56 .11 .13 .26

(Length of Relationship and Overall Satisfaction)

Table 4.7Test of Homogeneity of Variances Overall my BANK treats me fairly Levene Statistic .623 df1 3 df2 696 Sig. .600

Table 4.8ANOVA Overall my BANK treats me fairly Sum of Squares Between Groups Within Groups Total 1.097 597.867 598.964 df 3 696 699 Mean Square .366 .859 F .426 Sig. .735

Table 4.9Post Hoc Tests

Multiple Comparisons Overall my BANK treats me fairly Scheffe (I) Consumer's (J) Consumer's Mean length of length of Difference (Irelationship relationship J) Less than 1 year 2-5 years 6-10 years 10 years or more 2-5 years Less than 1 year 6-10 years 10 years or more 6-10 years Less than 1 year 2-5 years 10 years or more 10 years or more Less than 1 year 2-5 years 6-10 years .138 .045 .064 -.138 -.093 -.073 -.045 .093 .019 -.064 .073 -.019 95% Confidence Interval Std. Error .150 .152 .140 .150 .105 .088 .152 .105 .091 .140 .088 .091 Sig. .839 .993 .976 .839 .854 .875 .993 .854 .997 .976 .875 .997 Lower Bound -.28 -.38 -.33 -.56 -.39 -.32 -.47 -.20 -.24 -.46 -.17 -.28 Upper Bound .56 .47 .46 .28 .20 .17 .38 .39 .28 .33 .32 .24