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CHAPTER IV
DATA PRESENTATION & ANALYSIS
4.1 Introduction
This chapter will focus on presenting the data which was gathered through the previous chapter
of the research. The data pertaining to the ENHANCING CUSTOMER SATISFACTION BY
IMPROVING PROCUREMENT FUNCTIONS IN THE SUPPLY CHAIN would be presented
according to the questionnaire and findings. The sample characteristics will be illustrated
graphically and the composition of the respondents would be also illustrated. The responses for
each variable would be presented with statistical background.
The section 4.2 briefly describes the descriptive statistical analysis of Customer Satisfaction,
Internal Delays for Authorizations, Supplier Selection and Payment Delays. This was further
elaborated by showing the histograms of Customer Satisfaction, Internal Delays for
Authorizations, Supplier Selection and Payment Delays using survey data.
The section 4.3 briefly describes the analysis of Customer Satisfaction, Internal Delays for
Authorizations, Supplier Selection and Payment Delays. The factor analysis was used to identify
the factors that affect Customer Satisfaction, the co-relation analysis was used to identify the
behavioral and contextual situation of customers and chi-square and regression methods were
used to identify the significant relationship between Customer Satisfaction, Internal Delays for
Authorizations, Supplier Selection and Payment Delays. A hypothesis testing also carried out to
prove the pre determined hypothesis validity as well.
Thesection 4.4 briefly describes the chapter summary by illustrating the various analysis of data
received from the user questionnaires.
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4.2 Descriptive Statistical Analysis
Internal Delays for Authorizations
Table 4.1
INTERNAL AUTHORIZATION DELAYS
Frequency Percent Valid Percent Cumulative
Percent
Valid 3.8 11 11.0 11.0 11.0
4.0 55 55.0 55.0 66.0
4.2 21 21.0 21.0 87.0
4.4 13 13.0 13.0 100.0
Total 100 100.0 100.0
This above Table 4.1 suggests that most of the customers are agreed for that there is an internal
authorization delay in the organization. The frequency level over 4.0 is the satisfied level and it
shows that 89 people are agreed to the above variable.
Table 4.2
INTERNAL AUTHORIZATION DELAYS
N Valid 100
Missing 0
Mean 4.072
Mode 4.000
Std. Deviation 0.169
Skewness 0.553
Kurtosis -0.256
Minimum 3.800
Maximum 4.400
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Figure 4.1
Supplier SelectionTable 4.3
This above Table 4.3 suggests that most of the customers are agreed with the fact that there is a
supplier selection process problem. The frequency level over 4.0 is the satisfied level and it
shows that all the people (100) are agreed to this independent variable.
SUPPLIER SELECTION CONFLICTS
Frequency Percent Valid
Percent
Cumulative
Percent
Valid 4.0 63 63.0 63.0 63.0
4.2 20 20.0 20.0 83.0
4.4 17 17.0 17.0 100.0
Total 100 100.0 100.0
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Table 4.4
Figure 4.2
Statistics
SUPPLIER SELECTION CONFLICTS
N Valid 100
Missing 0
Mean 4.108
Mode 4.000
Std. Deviation 0.154
Skewness 1.011
Kurtosis -0.556
Minimum 4.000
Maximum 4.400
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Payment Delays
Table 4.5
PAYMENT DELAYS
Frequency Percent Valid Percent Cumulative
Percent
Valid 3.8 13 13.0 13.0 13.0
4.0 57 57.0 57.0 70.0
4.2 17 17.0 17.0 87.0
4.4 13 13.0 13.0 100.0
Total 100 100.0 100.0
This above Table 4.5 suggests that most of the customers are agreed with the fact that there is a
payment delay in procurement department. The frequency level over 4.0 is the satisfied level and
it shows that 87 people are agreed to this variable as well.
Table 4.6
PAYMENT DELAYS
N Valid 100Missing 0
Mean 4.060
Mode 4.000
Std. Deviation 0.171
Skewness 0.645
Kurtosis -0.127
Minimum 3.800
Maximum 4.400
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Figure 4.3
Customer Satisfaction
Table 4.7
CUSTOMER SATISFACTION
Frequency Percent Valid Percent Cumulative
Percent
Valid 4.67 37 37.0 37.0 37.0
5.00 63 63.0 63.0 100.0
Total 100 100.0 100.0
This above Table 4.7 suggests that most of the customers are affected by procurement
management process in the organization. The frequency level over 4.0 is the satisfied level and it
shows that all the people (100) are affected by the procurement management process that directly
influences their individual satisfaction levels.
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Table 4.8
CUSTOMER SATISFACTION
N Valid 100
Missing 0Mean 4.8767
Mode 5.0000
Std. Deviation 0.1617
Skewness -0.547
Kurtosis -1.736
Minimum 4.670
Maximum 5.000
Figure 4.4
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4.3 Inferential Statistical Analysis
Correlation Coefficient
Table 4.9
The correlation matrix is shown below with the values of all the variables.
The correlation variables have been explained under Correlation Matrix. The above table shows
that CS has a negative correlation (-0.754**
) with IA indicating that if authorization delays
increase the customer satisfaction will be decreased. The significance level remains at 0.01
levels. Likewise, the relationship of CS and SS, PD also significantly and negatively connected
at 0.01 levels.
Testing of Hypothesis
In this study, the researcher introduced 3 hypotheses. The Bivariate correlations of all the
hypotheses at 0.01 levels of significance are shown as follows.
TABLE 4.9
Correlation Matrix
IA SS PD CS
IA 0.844**
0.919**
-0.754**
SS 0.844**
0.806**
-0.919**
PD 0.919**
0.806**
-0.773**
CS -0.754
**-0.919
**-0.773
**
N = 100
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Table 4.8
The first, second and third hypothesis and the null hypothesis are as follows.
H1 There is a negative co-relation exists between internal authorization time and customer
satisfaction.
H01 There is a positive co-relation exists between internal authorization time and customer
satisfaction.
H2 There is a negative co-relation exists between supplier selection of goods and customer
satisfaction.
H02 There is a positive co-relation exists between supplier selection of goods and customer
satisfaction.
Correlations
INTERNAL
AUTHORIZATION
DELAYS
SUPPLIER
SELECTION
PAYMENT
DELAYS
CUSTOMER
SATISFATION
INTERNAL
AUTHORIZATIO
N DELAYS
Pearson
Correlation
1 0.844**
0.919**
-0.754*
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100
SUPPLIER
SELECTION
Pearson
Correlation
0.844**
1 0.806**
-0.919*
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100PAYMENT
DELAYS
Pearson
Correlation
0.919**
0.806**
1 -0.773*
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100
CUSTOMER
SATISFATION
Pearson
Correlation
-0.754**
-0.919**
-0.773**
Sig. (2-tailed) .000 .000 .000
N 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
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H3 There is a negative co-relation exists between supplier payment delays and customersatisfaction.
H03 There is a positive co-relation exists between supplier payment delays and customer
satisfaction.
Regression Analysis
Table 4.9
Table 4.10
Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1 (Constant) 7.808 0.258 30.238 7.54e-201 ***
INTERNAL
AUTHORIZATION
DELAYS
-0.720 0.063 -0.754 -11.361 6.55e-030 ***
a. Dependent Variable: CUSTOMER SATISFACTION
Model Summaryb
Model R R Square Adjusted R Square Std. Error of the
Estimate
1 0.754a
0.568 0.564 0.106
a. Predictors: (Constant), INTERNAL AUTHORIZATION DELAYS
b. Dependent Variable: CUSTOMER SATISFATION
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Regression Equation
CS = 7.8080.720IA
As per the equation above, it takes a negative value to say that when an authorization delay
occurs inside the organization, the customer satisfaction gets increased. The P value of the same
is 6.55e-030 *** and that is below the rejection level of 0.01. Therefore, H1 is accepted and H01
is rejected with 0.01 level of significance. Therefore, it can be assumed that there is a positive
correlation exists between authorization delays and customer satisfaction.
Figure 4.4
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Table 4.11
Model Summaryb
Model R R Square Adjusted RSquare
Std. Error ofthe Estimate
1 0.919a
0.844 0.842 0.064
a. Predictors: (Constant), SUPPLIER SELECTION
b. Dependent Variable: CUSTOMER SATISFACTION
Table 4.12
Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1 (Constant) 8.835 0.172 51.323 0.0000 ***
SUPPLIERSELECTION
-0.964 0.042 -0.919 -23.011 3.61e-117 ***
a. Dependent Variable: CUSTOMER SATISFACTION
Regression Equation
CS = 8.835 - 0.964SS
As per the equation above, it takes a negative value to say that when a supplier selection problem
occurs inside the organization, the customer satisfaction gets decreased. The P value of the same
is 3.61e-117 *** and that is below the rejection level of 0.01. Therefore, H2 is accepted and H02
is rejected with 0.01 level of significance. Therefore, it can be assumed that there is a negative
correlation exists between supplier selection and customer satisfaction.
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Figure 4.5
Table 4.13
Model Summaryb
Model R R Square Adjusted R
Square
Std. Error of the
Estimate
1 0.773a
0.598 0.594 0.103
a. Predictors: (Constant), PAYMENTDELAYS
b. Dependent Variable: CUSTOMERSATISFACTION
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Table 4.14
Coefficientsa
Model UnstandardizedCoefficients
StandardizedCoefficients
t Sig.
B Std. Error Beta
1 (Constant) 7.834 0.245 31.960 3.95e-224 ***
PAYMENT
DELAYS
-0.728 0.060 -0.773 -12.075 1.44e-033 ***
a. Dependent Variable: CUSTOMER SATISFACTION
Figure 4.6
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Table 4.15
The summary of the hypothesis testing is as follows.
Hypothesis P Value Remarks
H1 There is a negative co-relation exists between internalauthorization time and customer satisfaction 6.55e-030 *** Accepted
H2 There is a negative co-relation exists between supplier selection
of goods and customer satisfaction
3.61e-117 *** Accepted
H3 There is a negative co-relation exists between supplier paymentdelays and customer satisfaction
1.44e-033 *** Accepted
As per the above analysis, all hypotheses have been accepted based on the level of 0.01**
significance.
4.4 Chapter Summary
This chapter was initiated by analyzing the samples which were under consideration. The
demographics of the data samples, distribution of questionnaire and the final response were
presented in a table and a graphical format. The responses obtained for each variable was then
illustrated. The composition of the respondents was then briefly introduced. A detailed
illustration of responses according to the different variables was given, with supporting statistical
analysis.
The descriptive analysis of Customer Satisfaction, Internal Delays for Authorizations, Supplier
Selection and Payment Delays was elaborated through a frequency tables and a histograms. Then
by using SPSS as a statistical tool the analysis of Customer Satisfaction, Internal Delays for
Authorizations, Supplier Selection and Payment Delays was done by using factor, cluster and
chi-squire methods. The above three methods were broadly described by using tables and charts
having comparisons with each factors and clusters.
Finally all findings were presented in a summarized format and the hypothesis testing also has
been carried out in a structural manner.
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