customer perception towards internet banking final report

Customer Perception Towards Internet Banking

CHAPTER 1

INTRODUCTION

Internet Banking

Internet banking in simple terms means, it does not involve any physical

exchange of money, but it’s all done electronically, from one account to

another, using the Internet. Internet banking is just like normal banking, with

one big exception. You don’t have to go to the bank for transactions. Instead,

you can access your account any time and from any time and from any part

of the world, and do so when you have the time, and not when the bank is

open. For busy executives, students, and homemakers internet-banking is virtual

blessing. No more talking precious time off from work to get a demand draft made or

a cheque book issued.

Banks offer Internet banking in tow main ways. An existing bank with physical

offices can establish a Web site and offer Internet banking to its customers in

addition to its traditional delivery channels.

A second alternative is to establish a “virtual,” “branchless,” or “Internet-only”

bank. The computer server that lies at the heart of a virtual bank may be

housed in an office that serves as the legal address of such a bank, or at some

other location.

Virtual banks may offer their customers the ability to make deposits and

withdraw fund via automated teller machines (ATMs) or other remote delivery

channels owned by other institutions.

Online system allow customers to plug into a host of banking services from a

personal computer by connecting with the bank’s computers over telephone

wires the convenience can be compelling. Not only is travel time reduced, but

ATM machines, telephone banking or banking by mail are often unnecessary.

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And, technology continues to make online banking once attempted only by

computer enthusiasts, easier for the average consumer.

Banks use a variety of names for online banking services, such as PC banking,

home banking electronic banking or Internet banking.

Can one imagine life without paper cash? Money has always been part of human

emotions. And although it is difficult to imagine that all those years of savings

at the bank is now just a whole bunch of bits and bytes, it is becoming a

reality and the sooner people adjust to it, the better it is.

1.4OBJECTIVES OF THE STUDY

The main objective of the study was to evaluate the customer perception towards

internet banking.

1. To find out the underlying factors of customer perception towards internet

banking.

2. To design and standardize a measure to evaluate customer perception.

3. To suggest implications of customer perceptions for bankers and other

stakeholders.

4. To open new avenues for further research.

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CHAPTER 2

LITERATURE REVIEW

2.1 Online/ Internet Banking

According to Joseph et al. (1999) they investigated that the influence of internet on the

delivery of banking services. They found six underlying dimensions of e-banking

service quality such as convenience and accuracy, feedback and complaint

management.

They also suggested that some dimensions such as responsiveness, reliability and

access are critical for both traditional and internet banks. (Jun and Cai 2001)

Jayawardhena (2004) According to that transforms the original SERVQUAL scale to

the internet context and develops a battery of 21 items to assess service quality in

internet banking. They have suggested that an Exploratory Factor Analysis (EFA) and

a Confirmatory Factor Analysis (CFA), these 21 items are condensed to five quality

dimensions: access, website interface, trust, attention and credibility.

IAMAI report on online banking 2006. 43% of online banking users haven’t started

online financial transaction because of security reasons, 39% haven’t started because

they prefer face to face, 22% haven’t started because they don’t know how to use, for

10% sites are not user friendly and for 2% banks are not providing the facility of

internet banking. According to research 68% of the customers cannot say that when

they will be starting the financial transactions through internet. Maximum numbers of

online banking users are male and maximum of them are in age the group of 25-35.

Numbers of female users are very less i.e. 17% only. More than 60% of the people

who are having accounted with have accounts in 3-4 banks.

Meuter et al. (2000) according to that the internet banking can give business-to-

business transactions are the fastest growing segment of technology-driven services

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and they have also identified critical incidents of the customer satisfaction and

dissatisfaction with technology-based services.

The Indian Internet Banking Journey In 2001, a Reserve Bank of India survey

revealed that of 46 major banks operating in India, around 50% were either offering

Internet banking services at various levels or planned to in the near future. According

to a research report, (India Research, Kotak Securities, May 2000.) while in 2001,

India's Internet user base was an estimated 9 lakh; it was expected to reach 90 lakh by

2003. Also, while only 1% of these Internet users utilized the Internet banks services

in 1998, the Internet banking user base increased to 16.7% by mid- 2000.

According to Gönroos (1982), customers distinguish the quality of customer

interactions that take place during service delivery (functional quality) and the quality

of the outcome the customer receives in the service encounter (technical quality).

Internet banking, much like its predecessor ATM, is fundamentally a new channel of

distribution of e-banking which can deliver traditional banking products and services.

Since the introduction of ATM consumers of the modern world are using remote basic

banking services and have developed a very high degree of comfort in doing so.

In the initial years of internet, the banks promoted their core capabilities through the

Internet like products, channels and advice. After some time, they entered the market

of Internet commerce as distributors/ providers of their own products and

services.Most of the banks avoided Internet banking as they simply could not see the

benefits of using it. As stated by Polatoglu & Kin (2001) the average transaction cost

to the institution using internet banking is only one twentieth of the transaction cost of

a typical bank teller.

E-Commerce and Internet Banking in India

With the enactment of the IT Act, 2000 (Information Technology Act) by the

Government of Indiawhich came into effect from the October 2000 a lot have been

streamlined related to the e-commerce and internet banking/ e-banking. In context of

banking (e-banking), the main purpose of this act was to provide legal recognition to

all electronic transactions and other means of Electronic Commerce. Reserve bank of

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India, which has set the working group has been working as a supervisory body and a

watchdog on the different aspect of the Internet banking. In India, the pioneer bank for

internet banking was ICICI bank initially for some of its services. The ICICI bank and

many other Indian banks use the Internet banking system for providing online internet

banking solutions for their customers.

In the present scenario most of the renowned Indian commercial banks like SBI and

its associates, IOB, BOM, etc. have been providing Internet banking services since

long. There is a clear need to develop a better understanding of how consumers

estimate these services and develop internet banking loyalty. The Service class is the

main factors to determining the achievement/failure of the e- commerce (Santos,

2003). Computerized service quality has been tending to lag behind because

researchers have been focus on the issues of usability and dimension of use (Al-

Hawar, 2005). Therefore, the customerperception of the service quality has a

significant impact on the bank’s achievement. According to Mols (1999) the internet

banking is a revolutionary distribution channel that offers much less ready time and a

higher spatial convenience than traditional branch banking with considerably lower

fee shape than conventional transport channels. Internet banking reduces not simplest

operational fee to the bank however additionally leads to higher levels of patron pride

and retention.As an end result net banking could be very attractive to the banks and

clients who now have higher recognition to new technology. (Polatoglu and Ekin,

2001, Mols, 2000, Sathye, 1999, Wisner and Corney, 2001)

Filotto et al. (1997) illustrated that the recognition quotes of ATM have been better

amongst younger customers. Further, Barnett (1998) findings proved that younger

consumers are greater signs in both nations. The general end result shows that

customers in each nation have evolved an advantageous mind-set and that they deliver

a good deal significance to the emergence of e-banking.

As per the previous literature we found that income is one the vital elements for

increasing e-banking. More youthful clients and men are extra comfortable in using e-

banking. Comfort and accuracy, feedback and criticism management, performance,

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queue management the accessibility and customization were located to be number one

dimensions of e-banking service nice. In mild of the above findings, the existing look

at is undertaken in Indian determine adjustments over the years. context to discover

patron perceptions approximately on-line banking services.

2.2 Customer Perception of Internet Banking

As we are being different individuals tend to see the world in our own special

ways. Individual act and react on the basis of their thinking, nature and

philosophy of life not on the basis of reality. For understanding consumer

behavior, one must try to understand his perception.

Every individual perceives the world through his own perception. “Because

individual make decision and take action based on what they perceive to be

reality, it is important that marketers should understand the whole implication

of perception and its related concepts. So that can more readily determine

what factors influence consumers to buy.

The world as we see is different than what it is in reality. Once year as per

one’s perception, not what really set?

People working in an organization differ in their action due to difference of

opinion.

It is a source of one’s knowledge about the world.

Every individual perceives the world through his senses like hearing, touch,

smell, and sight, awareness of heat, cold, pain and pleasure.

People working in an organization differ in terms of physical feature like age and

sex, background characteristics like training and education and one’s personality

traits like aggressiveness, submissions, optimistic. All these factors help in the

formation of one’s perception.

Meaning of Perception:

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“Perception includes all those process by which an individual receives

information about his environment – seeing, hearing, and tasting, feeling and

smelling”.

The primary benefit regarding E-banking is that its availability 24 hours an afternoon

and seven days per week. Client’s belief and life style plays an essential function in

increase of, net banking system. (Rogers 1983), analyzed customer’s attitudes towards

the direct banking, Compatibility, with the consumer existing lifestyles (Lockett and

littler 1997). The banking enterprise has been present process modifications given that

mid-1990s, in the form of modern use of the data technology and improvement in

electronic trade (Kalakota and Whinston, 1996). This improvement made e–banking

pose as a chance to the conventional department operations, no matter the fact that

digital trade remains, developing and is rapidly converting (Harris and Spence2002;

Turbin et al. 2002). According to Jeevan (2000) the internet banking enables banks to

provide low cost and excessive fee introduced economic services. US internet-

enterprise argues that sooner or later banks are finding that a whole on-line banking

approach is essential for success within the more and more aggressive financial

services marketplace. Hasan (2002) initiate that the online banking has been came out

as a important policy for banks to attract and maintain customers. With reference to

75 % of Italian banks has been adopted various form of the internet banking for the

time developed country: for instance, e–money has been become 1993-2000. The

observer also discovered that the better likelihood of adopting energetic net banking

activities is through larger banks, banks with higher involvement in off-stability sheet

sports, beyond performance and better department community.

Mishra (2005) in his paper defined the blessings and the security worries

approximately internet banking. In these lines according to Mishra, that the

progressed patron gets right of entry to, imparting of extra offerings, accelerated

customer loyalty, attracting new clients are the number one drivers of net banking.

But in a survey conducted with the aid of the web banking affiliation, member

establishments rated security as the maximum vital difficulty of on-line banking.

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Nyangosi et al. (2009) accumulated customers' critiques concerning the importance of

e-Banking and the adoption tiers of various e-Banking technologies in India and

Kenya. They have highlighted the developments of e-banking describe the facts and

traits approximately what is being studied. The idea behind this kind of studies is to

observe frequencies, averages, and different statistical calculations. Although this

research is noticeably correct, it doesn’t acquire causes at the back of a situation .

Descriptive studies are used to gain statistics regarding the modern-day repute of the

phenomena to explain "what exists" with recognize to phenomena to describe "what

exists" with respect to variables or situations in a situation. The strategies involved,

variety from the survey which describes the fame quo, correlation look at which

investigates the relationship between variables, to developmental research which are

trying to find to determine adjustments over time.

2.3Rationale of the Study

Till now various researches has taken place regarding customer perception towards

internet banking in banking sector. The research will explore factors which affect

perception towards net banking of the customer the research will help many marketers

to understand customer perception in banking sector today’s cut throat competition in

the banking sector, rely on word of mouth, where perception and understanding their

needs and their requirements is the key to success of the banking sector.

Customer information or feedback forms the basis of the continuous improvement and

new innovation in value added service quality.

The minor research report provides the much needed information about the perception

of the customers on internet banking.

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CHAPTER 3

RESEARCH METHODOLOGY

3.1 RESEARCHMETHODOLOGY

The Study- The study was exploratory in nature with study technique utilized for

information for data accumulation.

Sample Design

Population-The population for the study was the internet banking users of different

public and private sectors banks of at least Mathura (GLA University) region.

Sampling Frame- The study was conducted on the banking customers who have

been internet banking with the public or private sector banks located in the Mathura

(GLA University) Region for at least one year. Both, the public sector and private

sector internet banking customers wereincorporated into the specimen outline for the

study. Therefore, the sample frame for the study was the internet banking users of

public and private sector banks in the Mathura (GLA University) region during the

data collection phase of study.

Sampling Element– Individual internet banking customers was used as the sampling

elements of the study.

Sampling Techniques- Non-probability purposive sampling technique was used.

The study would include equal representation on the demographic variable gender

and proportionate representation on profession, and income to ensure that the

demographic variables do not affect the results of the study and also to ensure that

the results of the study are suitable for drawing generalizations for at least Mathura

(GLA University) region.

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Sample size- The overall sample size for the study was 202 internet banking

customers. The sample was divided into demographic groups as discussed above

under the sampling technique point.

Tools for Data Collection– Extensive review of literature have indicated that the

variable of the study have been extensively studied in the western context, and

therefore, standardized measures are available to evaluate the variable. However, the

availability of bank services in India differs significantly from what they are

available in the western developed countries. Therefore, the expectations of the

Indian bank customers from the banking organizations are also likely to be different.

Therefore, it is pertinent to develop measures that are suitable for evaluating the

variables in Indian context. Questionnaire was based on the extensive survey of

literature was prepared after discussions with the bank service providers, experts in

the area of banking services and consultants working in the area of banking services.

Separate measures were developed to measure the variable (customer perception) of

the study. A standardized questionnaire which was adapted from Almohaimmeed

B.M., 2012 comprising of 29 questions and accordingly used for data collection. The

responses were collected on a Likert type scale of 1 to 5 for the variable.

3.2 TOOLS USED FOR DATA ANALYSIS

Internal Consistency: Item to total correlation was applied on the data

collected on all the variables for evaluating internal consistency of the

measures. Item having lower than standard correlation coefficient was

dropped from the measures.

Reliability: Reliability of all four measures was established separately.

Cronbach Alpha reliability coefficient was calculated using SPSS 20

separately for all the measures. Reliability of factors identified through

factor analysis also evaluated through calculation of Cronbach Alpha.

Factor Analysis: Principle component analysis was carried out with

Varimax rotation and Kaiser normalization. The measure was checked for

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sample adequacy and sphericity using KMO and Bartlett test. The factors

extracted through PCA were named and described.

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CHAPTER 4

RESULTS DISCUSSION AND ANALYSIS

4.1 Internal Consistency

Consistency of all the factors in the questionnaires was checked through item to total

correlation. Under this correlation of every item with total was measured and the

computed value was compared with standard value (0.112815 for 100 respondents).

The factors having item to total correlation lower than the critical value, were declared

as inconsistent and dropped from the questionnaire.

Table 1: Item to total correlation for the measure evaluated

S.no

.

Item

Code

Questionnaire Value Consistency Result

1 P1 “using Internet banking enables me

to conduct banking transactions more

quickly”

.463 Consistent Accepted

2 P2 “Using Internet banking enables me

to conduct banking transactions

anytime.”


3 P3 “using Internet banking makes it

easier for me to conduct banking

transactions”

.471 consistent Accepted

4 P4 “Using Internet banking enables me

to mange my bank account (s) more

effectively”.


5 P5 “Internet banking is very useful in

conducting my banking

transactions”.


6 P6 “it was easy for me to learn how to .358 Consistent Accepted

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use Internet banking to conduct

banking transactions”

7 P7 “Conducting banking transactions

through the Internet banking website

does not require a lot of mental

effort”.


8 P8 “the interaction with the internet

banking website is clear and

understandable”


9 P9 “it was easy for me to become skilful

at using Internet banking”


10 P10 “Internet banking is very easy to

use”.


11 P11 “I intend to continue using Internet

banking for doing some of my

banking transactions”


12 P12 “I will continue using internet

banking for performing some of my

banking transactions”.


13 P13 “I will use Internet banking to

conduct most of my banking

transactions”


14 P14 “My bank is trusted as an Internet

banking provider”.


15 P15 “I rely on Internet banking as a

trusted medium of financial

transactions”


16 P16 “Overall, I trust Internet banking to

perform my banking transactions”


17 P17 “I feel assured that legal structures,

such as the bank’s terms and


13


conditions regarding the use of

Internet banking protect me from

problems when using the Internet

banking website”

18 P18 “I feel assured that technological

structures on the internet banking

website make it safe for me to

conduct banking transaction there”.


19 P19 “I feel confident that legal and

technological structures adequately

protect me from problems when

using Internet banking”


20 P20 “I feel that internet banking website

has enough safeguards to make me

feel comfortable using it for my

baking transactions”


21 P21 “I feel that the Internet banking

website, in general is a robust and

safe environment in which to

perform banking transactions”.


22 P22 “My bank is competent in providing

excellent Internet banking services”.


23 P23 “My bank has the capability to meet

its Internet banking customer’s

needs”.


24 P24 “my bank knows how to provide

excellent Internet banking services”


25 P25 “my bank generally is an expert at

providing Internet banking services”


26 P26 “my bank is honest with its Internet

banking customers”


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27 P27 “My bank is trustful in its dealing

with my Internet banking

transactions”.


28 P28 “My bank is acting in my best

interest”.


29 P29 “my bank would be ready and

willing to do its best to assist and

support me with using its internet

banking”


Table1 shows that all the items/measures are consistent and therefore all are accepted.

4.2 Reliability

Cronbach Alpha, methods have been applied to calculate reliability of all items in the

questionnaire. Reliability test using SPSS software and the reliability test measures are

given below:

Table 2: Reliability statistics for customer perception of internet banking

Cronbach's Alpha Cronbach's Alpha Based

on Standardized Items

No. of Items

.889 .889 30

It is considered that the reliability value more than 0.7 is good and it can be seen that

in almost all the reliability methods applied here, reliability value is quite higher than

the standard value, so all the items in the questionnaire are highly reliable.

4.3 Factor Analysis

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Factor analysis is a statistical approach used to describe variability amongst

discovered, correlated variables in terms of a doubtlessly lower variety of unobserved

variables known as factors. For example, it is far feasible that variations in six

determined variables specially replicate the versions in unobserved (underlying)

variables. Element evaluation searches for such joint variations in reaction to

unobserved latent variables. The determined variables are modeled as linear mixtures

of the potential elements, plus "errors" phrases. Factor evaluation looks for

independent dimensions, which limits its applicability in organic sciences. Fans of

aspect analytic techniques believe that the facts received about the interdependencies

among found variables may be used later to lessen the set of variables in a dataset.

Factor analysis is not always used to any big degree in physics, biology and chemistry

but is used very heavily in psychometrics personality theories, advertising, product

control, operations research. Customers of factor evaluation believe that it enables to

deal with facts sets where there are huge numbers of determined variables, which can

be notion to mirror a smaller range of underlying/latent variables.

It is an address that requires a sample size. It is based on the alternation cast of the

variables involved, and correlations usually charge sample measurements before they

stabilize.

4.3.1 KMO (Kaiser Meyer Olkin) Test of Sample Adequacy and Bartlett’s

Test of Sphericity

KMO & Bartlett’s Analysis of Sphericity is a measurement of sampling capability that

is recommended to assay the case to capricious arrangement for the assay getting

conducted. In a lot of bookish and business studies, KMO & Bartlett’s analysis play

an important role for accepting the sample adequacy. While the KMO ranges from 0

to 1, the world-over accustomed basis is over 0.6. A 0.6 to 0.7 value shows average

sample adequacy, a value between 0.7 to 0.8 shows good sample adequacy, a value

between0.8 to 0.9 will show a very good sample adequacy and above 0.9 will be an

excellent one. Also, the Bartlett’s Analysis of Sphericity relates to the acceptation of

the abstraction and thereby shows the authority and adequacy of the responses.For

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Factor Analysis to be recommended suitable, the Bartlett’s Analysis of Sphericity

have to be beneath than 0.05

Table 3: KMO and Bartlett's Test Statistics

Kaiser-Meyer-Olkin Measure of Sampling

Adequacy..839

Bartlett's Test of

Sphericity

Approx. Chi-Square 1810.650

Df 435

Sig. .000

The results of Table 3 indicate that the test of KMO (Kaiser-Meyer-Olkin) for sample

adequacy is okay as the test statistics is well above the minimum acceptable limit

(>0.70) and also the Bartlett’s Test statistics shows that it is significant at .000 level of

significance which means that the data under study is not spherical and hence passes

the Bartlett’s test of sphericity.

4.3.2 Scree plot

The scree plot graphs the eigenvalue against the factor number. You can see these

values in the first two columns of the table immediately above. From the third factor

on, you can see that the line is almost flat, meaning each successive factor is

accounting for smaller and smaller amounts of the total variance.

17


Figure 1

Scree Plot

The above Scree plot graph shows thatfrom the third factor on, you can see that the

line is almost flat, meaning each successive factor is accounting for smaller and

smaller amounts of the total variance.

4.3.2 Factor Analysis for Customer Perception

The raw scores of 30 items were subjected to factor analysis to find out the factors that

contribute towards ‘customer perception’. After factor analysis eight factors were

identified.

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Table 4: Factor Analysis using Varimax Rotation Method of PCA

Facto

r No.

Factor name Eige

n

Valu

e

% of

variances

Explaine

d

Items converged Factor

Loadin

g

1. Promptness and

Efficiency

2.942 9.806 “Using Internet

banking enables

me to conduct

banking

transactions more

quickly”.

“Using Internet

banking enables

me to conduct

banking

transactions

anytime”.

"Using Internet

banking makes it

easier for me to

conduct banking

transactions”.

“Using Internet

banking enables

.822

.835

.682

.646

19


me to mange my

bank account (s)

more effectively”

2. Perceived Ease of Use 2.728 18.900 “Conducting

banking

transactions

through the

Internet banking

website does not

require a lot of

mental effort”.

“The interaction

with the internet

banking website

is clear and

understandable”.

“Internet banking

is very easy to

use”.

“Generally has a

kind intention

towards their

Internet banking

users”.

.760

.689

.535

.526

3. Perceived Service

Quality

2.536 27.355 “My bank is

competent in

providing

.524

20


excellent Internet

banking

services”

“My bank has the

capability to

meet its Internet

banking

customer’s

needs”.

“my bank knows

how to provide

excellent Internet

banking

services”

“my bank

generally is an

expert at

providing

Internet banking

services”

.657

.666

.522

4. Perceived Integrity 2.071 34.258 “my bank is

honest with its

Internet banking

customers”

“My bank is

trustful in its

dealing with my

Internet banking

transactions”

.770

.634

21


5. Perceived Trust 2.030 41.026 “My bank is

trusted as an

Internet banking

provider”.

“I rely on

Internet banking

as a trusted

medium of

financial

transactions”

“Overall, I trust

Internet banking

to perform my

banking

transactions”

“I feel assured

that legal

structures, such

as the bank’s

terms and

conditions

regarding the use

of Internet

banking protect

me from

problems when

using the Internet

banking website”

.561

.720

.481

.574

22


6. Intention to continue 1.897 47.350 “I intend to

continue using

Internet banking

for doing some

of my banking

transactions”.

“I will continue

using internet

banking for

performing some

of my banking

transactions”.

“it was easy for

me to become

skilful at using

Internet

banking”.

.691

.650

.449

7. TechnologicalStructur

e of banking Website

1.640 52.818 “I feel assured

that

technological

structures on the

internet banking

website make it

safe for me to

conduct banking

transaction

there”.

“I feel confident

that legal and

.794

.646

23


technological

structures

adequately

protect me from

problems when

using Internet

banking”.

“I feel that

internet banking

website has

enough

safeguards to

make me feel

comfortable

using it for my

baking

transactions”.

.513

8. Perceived Usefulness

1.542 57.959

“Internet banking

is very useful in

conducting my

banking

transactions”

“it was easy for

me to learn how

to use Internet

banking to

conduct banking

transactions”

.683

.555

24


4.4 Description of Factors

1) Promptness and Efficiency: This factor has important for internet banking.

Determinant of research with a total variance of 9.806 Major element of this factor

includes, “ITEM P1-Using Internet banking enables me to conduct banking

transactions more quickly”, “ITEM P2- Using Internet banking enables me to conduct

banking transactions anytime”, “ITEM P3- Using Internet banking makes it easier for

me to conduct banking transactions”, “ITEM P4- Using Internet banking enables me

to mange my bank account (s) more effectively”.

2) Perceived Ease of Use: this factor determine the belief of customer in internet

banking Determinant of research with a total variance of 18.900 Major elements of

this factor include, “ITEM P5-Conducting banking transactions through the Internet

banking website does not require a lot of mental effort”, “ITEM P6-the interaction

with the internet banking website is clear and understandable”, “ITEM P7- Internet

banking is very easy to use, Generally has a kind intention towards their Internet

banking users”.

3) Perceived Service Quality: This factor shows ability of the internet banking

Determinant of research with total variances of 27.355 Major element of this factor

includes “ITEM P8-My bank is competent in providing excellent Internet banking

services”, “ITEM P9-My bank has the capability to meet its Internet banking

customer’s needs”, “ITEM P10-My bank knows how to provide excellent Internet

banking services”, “ITEM P11-My bank generally is an expert at providing Internet

banking services”.

4) Perceived Integrity: This factor shows the Integrity of banks toward its customer.

Determinant of research with a total variance of 34.258 Major elements of this factor

includes “ITEM P12-My bank is honest with its Internet banking customers”, “ITEM

P13-MY bank is trustful in its dealing with my Internet banking transactions”.

25


5) Perceived Trust: This factor shows the trust of customer towards the internet

banking Determinant of research with a total variance of 41.026 Major elements of

this factor includes “ITEM P14-My bank is trusted as an Internet banking provider”,

“ITEM P15-I rely on Internet banking as a trusted medium of financial transactions”,

Overall, “ITEM P16-I trust Internet banking to perform my banking transactions”,

ITEM P17-I feel assured that legal structures”, “ITEM P18- such as the banks terms

and conditions regarding the use of Internet banking protect me from problems when

using the Internet banking website”.

6) Intention to continue: This factor realizes the future of internet banking.

Determinant of research with a total variance of 37.350 Major elements of this factor

includes “ITEM P19-I intend to continue using Internet banking for doing some of my

banking transactions”, “ITEM P20-I will continue using internet banking for

performing some of my banking transactions”, “ITEM P21-it was easy for me to

become skilful at using Internet banking”.

7) Technological Structure of banking Website: This factor show that Structure of

internet banking Website. Determent of research with total variances of 52.818 Major

element of this factor include “ITEM P22-I feel assured that technological structures

on the internet banking website make it safe for me to conduct banking transaction

there”, “ITEM P23-I feel confident that legal and technological structures adequately

protect me from problems when using Internet banking”, “ITEM P24-I feel that

internet banking website has enough safeguards to make me feel comfortable using it

for my baking transactions”.

8) Perceived Usefulness: this factor is useful to the customer Determent of research

with total variances of 57.959 Major element of this factor include “ITEM P25-

Internet banking is very useful in conducting my banking transactions”; “ITEM P26-it

was easy for me to learn how to use Internet banking to conduct banking

transactions”.

26


CHAPTER 5

IMPLICATIONS, SUMMARY, SUGGESTIONS &

CONCLUSIONS

5.1 Implications of the Study

This research is intended to be useful for further research studies where

researchers wants to understand the service quality measure in the internet

banking.

This study is also intended to be useful contribution in understanding the level

of customer’s perception of service quality of the internetbanking.

This study is also intended to be useful contribution in understanding the level

of service quality based on customer’s perception of internet banking.

The managers of the bank will be benefitted with this study for understanding

the level of customer perception for formulating/ maintaining/ innovating the

service quality dimensions.

Reference of study can also be help for the students for their research.

Students for their further research may use the questionnaire of this study.

5.2 Suggestions of the Study

The analysis is based only on 202 respondents. If we increase the number of

customer then results may be more accurate.

For this study only one variable i.e. customer perception is analyzed. Thus to get

a good result at a broader perspective more variables could be included.

The similar study could be carried out considering other organizations from

other service sectors to generalize the result across service industry.

27


The study resulted in the fact that there are some other factor also, which are

affecting customer perception. So similar kind of study can be done to evaluate

the effect of other variables on emotional intelligence.

5.3 Summary

The study has been divided into five chapters. The first chapter of this study was

Introduction which includes four sub-parts namely conceptual framework, Review,

Rationale and Objectives. In conceptual framework all definitions and introduction

about the topic was there. In literature review all researchers have been mentioned

which has been done previously, rationale has helped to understand the consumer

perception towards internet banking i.e. why we are doing this research, then next part

was objectives of this research which includes all the objects of this research, third

chapter is research methodology, which includes study (exploratory in nature), sample

design consisting population, sample design consisting population, sample size,

sampling element, sampling technique and tool used for data collection (standardized

questionnaire). The tools used Item to Total Correlation,Reliability and Factor

Analysis have been applied. Fourth chapter contains Results and Discussion. Fifth

chapter is Implications, Suggestions, Summary and Conclusion and in the end

References and Annexure are placed.

5.4 Conclusion

The study has resulted in standardized and reliable measures of, customer perception

towards internet banking to banking sector. The measures are reliable as indicating by

their reliability measure which is higher than 0.7.

Internal consistency was ok and acceptable with minimum threshold loadings 0.35.

Then, Exploratory Factor Analysis was applied on the variable Customer Perception

towards internet banking. Before applying the EFA KMO (Kaiser-Meyer-Olkin

Measure of Sampling Adequacy) with the 0.839(eigenvalue). Principle Component

Analysis was applied with Varimax rotation method, the results of which indicated

28


that there were eight factors factor no. 1 Promptness and Efficiency with, 2 Perceived

Ease of Use, 3 Perceived Service Quality, 4 Perceived Integrity, 5 Perceived Trust, 6

Intention to continue, 7 Technological Structure of banking Website, 8 Perceived

Usefulness. The most important factor emerged was Promptness and

Efficiencyhaving highest Eigenvalue(2.942), second most important factor was

Perceived Ease of Usehaving Eigen value (2.728), third most important factor

wasPerceived Service Qualityhaving Eigen value (2.536) and other factors so on.The

overall data of the sample shows that the higher perception of customers towards the

internet banking.

This indicates that these factors which emerged as strong indicators and representative

of the customer perception requires much more attention by the bankers, managers

and all stakeholders of internet banking channels so that they could improve upon

these service quality dimensions as perceived by the banking customers of at least the

tier II cities like Mathura and specifically people living in big university campus like

GLA University who are regular users of internet banking. Due attention should be

given to these dimensions of service quality emerging out of the study.

29


BIBLIOGRAPHY

REFERENCES

1. Filotto, U. (1997) ... Information technology e canali distributivi, Edipi, Milan.

2. Goyal, V. M., & Goyal, G. (2012). Customer perception towards Internet banking

wrf to private and foreign banks in India. International Journal of Computing &

Business Research, 2229-6166.

3. Grönroos, C. (1982). Consumer perceptions of Internet retail service quality.

International Journal of Service Industry Management, 13(5), 412-431.

4. IAMAI’s Report on Online Banking 2006 Retrieved from http://www.iamai.in

5. Jayawardhena, C. (2004). Measurement of service quality in internet banking: the

development of an instrument. Journal of Marketing Management, 20(1-2), 185-

207

6. Jeevan, M. T. (2000). Only Banks-No Bricks. Voice and Data, 11.

7. Joseph et al. (1999), “Service quality in the banking sector: the impact of

technology on service delivery. International Journal of Bank Marketing, 17(4),

182-193

8. Jun, M., & Cai, S. (2001). The key determinants of internet banking service

quality: a content analysis. International journal of bank marketing, 19(7), 276-

291.

9. Juran, Joseph M., and James F. Riley. The quality improvement process. New

York, NY: McGraw Hill, 1999 (Joseph et al. (1999), Jun, Minjoon, and

ShaohanCai. "The key determinants of internet banking service quality: a content

analysis." International journal of bank marketing 19.7 (2001): 276-291.

30

http://www.iamai.in/


10. Kabir Hassan, M. (2002). The microfinance revolution and the Grameen Bank

experience in Bangladesh. Financial Markets, Institutions & Instruments, 11(3),

205-265.

11. Lockett, A., & Littler, D. (1997). The adoption of direct banking services. Journal

of Marketing Management, 13(8), 791-811.

12. Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner.

"Self-service technologies: understanding customer satisfaction with technology-

based service encounters." Journal of marketing 64, no. 3 (2000): 50-64.

13. Mishra, S. K. E-Banking: An Effective Tool of CRM in Banking Sector. Chief

Patron.

14. Mohammed Al-Hawari, Nicole Harley and Tony Ward (2005), Measuring banks’

automated Service Quality, aconfirmatory factor analysis approach, Marketing

Bulletin, 16, 1-19

15. Nyangosi, R., Arora, J. S., & Singh, S. (2009). The evolution of e-banking: a study

of Indian and Kenyan technology awareness. International Journal of Electronic

Finance, 3(2), 149-165.

16. Polatoglu, V. N. & Ekin S. (2001). An Imperial investigation of Turkish consumer

acceptance of internet bankingservice, International Journal of Bank Marketing 19

(4), 156-65.

17. Santos J. (2003). E-Service quality: a model of virtual service quality dimension,

Managing Service Quality13 (3), 233-246.

18. Sharma, H. (2011). Bankers' perspectives on e-banking. Global Journal of

Research in Management, 1(1), 71.

19. www.slideshare.net

31

http://www.slideshare.net/


Appendix

QUESTIONNAIRE

Dear Madam/Sir;

I am a student’s of GLA University, Mathura and presently doing a research project

on “Customers perception of internet banking”. I request you to kindly fill the

questionnaire below and assure you that the data generated shall be kept confidential.

Please indicate the extent to which you are agreed or disagree with the following

statement. Circle the appropriate number using the scale below. Some of the

statements are similar to others in order to ensure that I accurately determine your

opinion.

1 - I strongly disagree with this statement [SD]

2 - I disagree with this statement [D]

3 - I normal with this statement [N]

4 - I agree with this statement [A]

5 - I strongly agree with this statement [SA]

The following statements measure your general beliefs related to the use of Internet

banking. Please circle only the one number which best reflects your level of agreement or

disagreement with the following statements

I believe that… Strongly Neutral Strongly

Disagree Agree

32


1. using Internet banking enables me to conduct

banking transactions more quickly

1 2 3 4 5

2. Using Internet banking enables me to conduct

banking transactions anytime.

1 2 3 4 5

3. using Internet banking makes it easier for me to

conduct banking transactions

1 2 3 4 5

4. Using Internet banking enables me to mange

my bank account (s) more effectively.

1 2 3 4 5

5. Internet banking is very useful in conducting

my banking transactions

1 2 3 4 5

6. it was easy for me to learn how to use Internet

banking to conduct banking transactions

1 2 3 4 5

7. Conducting banking transactions through the

Internet banking website does not require a lot

of mental effort.

1 2 3 4 5

8. the interaction with the internet banking website

is clear and understandable

1 2 3 4 5

9. it was easy for me to become skilful at using

Internet banking

1 2 3 4 5

10. Internet banking is very easy to use. 1 2 3 4 5

11. I intend to continue using Internet banking for

doing some of my banking transactions

1 2 3 4 5

12. I will continue using internet banking for

performing some of my banking transactions

1 2 3 4 5

13. I will use Internet banking to conduct most of

my banking transactions

1 2 3 4 5

14. My bank is trusted as an Internet banking

provider.

1 2 3 4 5

33


15. I rely on Internet banking as a trusted medium

of financial transactions

1 2 3 4 5

16. Overall, I trust Internet banking to perform my

banking transactions

1 2 3 4 5

17. I feel assured that legal structures, such as the

bank’s terms and conditions regarding the use

of Internet banking protect me from problems

when using the Internet banking website

1 2 3 4 5

18. I feel assured that technological structures on

the internet banking website make it safe for me

to conduct banking transaction there.

1 2 3 4 5

19. I feel confident that legal and technological

structures adequately protect me from problems

when using Internet banking

1 2 3 4 5

20. I feel that internet banking website has enough

safeguards to make me feel comfortable using it

for my baking transactions

1 2 3 4 5

21. I feel that the Internet banking website, in

general is a robust and safe environment in

which to perform banking transactions.

1 2 3 4 5

22. My bank is competent in providing excellent

Internet banking services.

1 2 3 4 5

23. My bank has the capability to meet its Internet

banking customer’s needs.

1 2 3 4 5

24. my bank knows how to provide excellent

Internet banking services

1 2 3 4 5

25. my bank generally is an expert at providing

Internet banking services

1 2 3 4 5

26. my bank is honest with its Internet banking

customers

1 2 3 4 5

34


27. My bank is trustful in its dealing with my

Internet banking transactions.

1 2 3 4 5

28. My bank is acting in my best interest. 1 2 3 4 5

29. my bank would be ready and willing to do its

best to assist and support me with using its

internet banking

1 2 3 4 5

Name:

Gender:

Qualification:

Bank Name:

Occupation: Businessman Student Professional Housewife

35


Data Sheet (Excel):

R

E

VI

E

W

Q

1

Q

2

Q

3

Q

4

Q

5

Q

6

Q

7

Q

8

Q

9

Q

1

0

Q

1

1

Q

1

2

Q

1

3

Q

1

4

Q

1

5

Q

1

6

Q

1

7

Q

1

8

Q

1

9

Q

2

0

Q

2

1

Q

2

2

Q

2

3

Q

2

4

Q

2

5

Q

2

6

Q

2

7

Q

2

8

Q

2

9

Q

3

0

R1 5 5 5 5 5 3 3 3 3 3 5 5 2 4 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

R2 4 4 5 4 5 4 4 5 5 4 3 5 4 4 3 4 3 3 4 4 5 5 4 4 5 5 5 4 3 4

R3 5 5 5 4 5 4 3 3 5 4 4 4 4 5 3 3 3 3 3 3 3 4 4 4 3 2 2 5 3 3

R4 4 4 4 3 4 2 2 1 1 2 4 4 3 3 3 3 2 2 2 3 3 4 4 4 4 4 4 4 4 3

R5 1 2 1 3 1 1 2 3 3 3 4 4 4 3 3 3 4 3 3 4 4 3 4 4 4 4 4 4 4 4

R6 2 3 2 4 2 4 3 1 5 3 4 4 3 2 5 5 5 4 4 4 4 4 4 4 3 3 2 3 2 3

R7 3 4 4 4 4 3 5 5 5 4 3 3 4 3 4 1 2 3 4 4 4 4 3 4 4 5 4 5 4 5

R8 2 3 3 3 4 4 4 4 4 5 3 4 4 4 3 3 3 3 3 4 4 3 5 3 2 4 4 3 3 3

R9 4 4 3 3 4 3 2 3 4 4 3 3 4 4 4 4 3 3 3 3 3 4 4 4 3 3 4 3 3 4

R1

0

2 2 4 2 4 4 4 4 4 4 4 4 4 3 2 3 4 2 2 2 3 2 4 3 4 4 4 3 4 2

R1

1

3 4 4 2 5 2 2 3 4 3 4 5 4 3 4 4 4 3 4 3 4 4 4 4 4 4 4 3 4 4

R1

2

5 5 4 4 4 2 4 4 2 4 4 4 4 4 4 4 2 4 4 4 2 4 4 2 4 4 4 4 4 4

R1

3

4 4 5 3 4 2 1 2 4 2 3 4 2 4 2 3 3 3 3 3 2 3 2 1 3 4 2 2 2 2

R1

4

4 4 5 3 4 5 4 4 5 5 2 2 4 2 4 3 3 4 3 3 2 2 3 2 1 3 5 3 4 2

R1

5

1 1 5 2 5 5 3 3 4 3 4 5 4 3 3 2 3 4 4 3 4 5 5 3 5 1 3 5 3 4

R1

6

5 5 5 3 3 4 3 2 3 5 5 3 3 2 4 1 2 3 4 2 5 5 5 4 4 4 4 4 4 4

36

Customer Perception Towards Internet BankingR1

7

5 5 5 4 5 5 1 5 4 5 5 4 4 4 5 3 4 4 4 4 3 5 5 5 5 5 5 5 5 5

R1

8

4 5 3 5 4 3 4 4 4 5 2 3 5 4 5 2 2 3 4 4 3 4 4 5 4 5 4 4 3 2

R1

9

5 4 5 4 5 4 4 5 5 5 3 5 4 4 4 4 3 3 3 4 4 5 5 4 4 5 5 5 4 4

R2

0

4 4 5 4 5 4 4 4 4 3 5 5 4 4 4 4 2 3 4 4 5 5 5 4 4 5 5 5 4 4

R2

1

4 4 5 4 5 4 4 4 3 5 3 5 4 4 4 4 3 3 4 4 4 5 5 4 4 5 5 5 4 3

R2

2

4 4 5 4 5 4 4 4 3 5 3 5 4 4 4 4 3 3 4 4 4 5 5 4 4 5 5 5 4 4

R2

3

2 3 4 4 4 5 4 4 3 3 3 3 3 3 4 4 5 3 3 5 5 2 2 4 4 4 3 3 3 3

R2

4

5 5 5 5 5 5 4 4 5 4 5 5 4 3 3 4 4 4 4 4 4 5 5 4 4 4 4 4 3 4

R2

5

1 2 1 2 4 3 4 3 5 4 3 5 3 4 4 4 3 3 3 4 4 5 3 5 4 3 4 4 3 3

R2

6

4 2 2 4 4 4 2 2 4 4 2 2 3 4 2 4 2 4 2 4 4 4 3 4 4 3 4 2 4 2

R2

7

4 5 4 5 4 2 4 4 4 5 4 4 5 4 4 3 4 2 4 2 4 2 4 2 2 4 4 4 4 5

R2

8

4 5 5 5 5 4 5 4 5 4 4 5 5 4 4 3 4 4 4 5 5 5 4 4 4 4 5 5 5 5

R2

9

4 3 4 3 4 3 3 4 3 3 4 4 3 4 3 5 4 4 3 4 4 4 4 5 4 5 5 5 4 5

R3

0

4 4 4 3 4 3 4 3 3 3 4 4 4 3 3 3 3 3 4 3 3 3 2 3 3 3 3 3 3 3

R3

1

5 5 5 5 5 3 3 3 4 5 5 5 5 4 3 5 4 5 5 4 3 4 4 3 3 3 3 3 3 3

R3

2

5 5 5 5 5 3 3 3 4 5 5 5 5 4 4 5 5 5 4 3 5 5 5 5 4 5 5 5 5 5

R3

3

5 5 5 5 3 4 3 3 4 4 5 5 5 4 3 5 4 5 5 4 3 5 4 4 3 3 3 3 4 4

R3 4 4 5 4 4 5 3 4 4 5 4 4 3 3 3 5 3 4 4 5 5 5 5 4 4 4 4 3 4 5

37

Customer Perception Towards Internet Banking4

R3

5

3 5 2 3 4 3 3 3 1 1 3 2 3 3 2 4 3 4 3 3 4 3 4 2 3 3 2 4 3 4

R3

6

5 4 4 5 5 5 4 4 5 5 5 5 5 4 3 3 4 4 4 4 3 4 4 4 4 5 5 4 4 4

R3

7

5 5 5 5 5 4 4 5 5 4 5 5 5 5 4 2 5 4 3 5 4 5 5 5 5 5 5 5 5 5

R3

8

5 5 5 5 5 4 4 4 4 3 4 4 4 3 3 3 4 5 4 3 4 4 5 4 4 5 4 4 4 5

R3

9

4 4 5 4 5 3 3 4 5 3 3 4 4 3 3 4 5 5 3 5 4 4 4 3 5 5 5 5 5 5

R4

0

4 5 4 5 4 2 4 4 4 5 5 4 5 4 4 3 4 2 3 2 4 3 4 5 5 4 3 5 5 5

R4

1

5 4 4 5 5 5 2 4 5 3 5 4 5 5 5 4 4 5 4 2 4 5 4 4 3 4 5 1 3 4

R4

2

4 5 5 4 5 4 3 3 3 3 3 4 3 3 3 3 3 3 3 4 4 3 4 3 3 3 3 3 4 4

R4

3

4 5 5 4 4 3 2 5 3 2 3 5 5 3 3 2 4 3 5 5 5 4 5 4 4 3 3 4 5 4

R4

4

3 4 4 3 5 3 3 4 5 4 4 5 5 5 3 4 4 4 3 5 5 5 5 4 4 4 4 3 3 4

R4

5

4 2 3 4 5 4 1 2 4 5 4 5 3 5 3 5 5 4 3 5 5 5 4 3 5 3 5 5 3 4

R4

6

5 5 5 5 5 3 1 4 3 5 5 5 5 3 3 4 4 3 3 4 4 5 2 3 5 5 5 4 5 4

R4

7

4 5 5 4 4 5 3 3 4 3 4 4 4 3 3 4 4 3 3 4 4 4 4 4 3 4 4 5 5 4

R4

8

4 3 5 4 5 3 5 2 4 1 4 5 3 3 4 3 5 4 4 4 3 4 4 3 4 3 2 5 4 3

R4

9

4 5 5 4 4 5 4 5 4 4 5 3 5 3 4 5 4 4 5 4 5 5 4 4 4 3 4 4 4 5

R5

0

4 4 5 5 5 3 4 4 3 4 4 4 3 3 3 4 4 3 4 4 4 4 4 4 4 4 5 4 4 4

38


1

5 5 5 5 5 5 3 5 5 4 5 5 5 4 4 4 5 3 3 3 5 5 5 5 4 4 4 4 5 5

R5

2

5 5 5 5 5 4 3 5 4 4 5 5 4 4 3 5 5 4 4 5 4 5 5 4 3 4 5 5 4 5

R5

3

5 5 5 3 5 2 4 4 5 3 5 5 5 5 5 5 5 4 4 3 5 5 5 5 5 5 5 3 5 3

R5

4

5 5 5 5 5 5 5 5 3 5 4 5 5 5 3 3 5 5 5 4 5 5 5 5 5 5 5 5 5 5

R5

5

4 5 5 5 4 3 2 4 4 4 5 4 5 4 4 3 4 2 4 2 4 2 4 4 4 4 5 5 5 4

R5

6

4 4 3 4 4 2 3 2 2 2 3 4 3 2 2 3 4 3 4 2 3 2 3 3 2 3 1 1 3 3

R5

7

4 4 4 4 4 4 4 4 5 3 3 4 2 4 2 4 3 3 4 3 3 3 3 3 3 3 3 4 4 4

R5

8

5 5 5 5 5 4 5 5 5 5 4 5 5 4 4 4 4 4 5 4 5 5 5 5 5 4 5 4 4 4

R5

9

3 4 3 4 3 3 4 3 4 4 3 2 3 2 3 4 4 2 3 2 3 4 3 4 3 2 3 4 3 4

R6

0

3 3 4 3 3 4 5 4 4 4 4 4 4 4 4 4 4 3 3 3 5 5 4 4 3 4 5 4 4 4

R6

1

4 4 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 4 5 3 3 4 3 3 5 4 4 5 5

R6

2

4 4 5 4 5 4 4 5 4 4 4 5 4 5 4 5 5 4 4 4 3 3 3 3 3 3 3 4 4 4

R6

3

4 4 4 5 4 3 4 3 3 3 3 3 4 4 4 4 4 5 4 5 3 5 5 3 3 3 4 3 4 4

R6

4

5 5 5 5 5 4 5 5 5 5 5 4 5 4 5 5 3 4 4 5 5 5 4 4 4 5 4 4 5 5

R6

5

3 3 4 1 4 3 5 5 5 3 4 3 1 4 4 5 4 4 5 5 3 3 4 4 4 3 4 3 5 5

R6

6

3 3 2 3 3 2 4 3 2 4 3 4 2 3 4 3 4 4 3 3 3 3 3 3 3 4 3 3 4 3

R6

7

5 5 5 5 5 5 5 5 5 5 4 5 4 4 5 5 4 5 4 4 4 4 5 5 5 5 5 5 5 5

R6 3 2 4 1 4 4 2 2 4 4 5 3 4 4 2 2 3 4 2 3 2 2 3 4 4 3 4 4 3 3

39


R6

9

4 5 3 5 3 2 2 3 5 2 5 5 5 4 4 4 2 3 3 4 4 3 3 4 4 5 5 4 4 3

R7

0

5 5 5 5 5 4 4 4 5 4 5 4 4 4 2 4 4 5 4 5 5 4 4 5 5 5 4 4 4 4

R7

1

5 4 4 5 4 4 5 5 4 4 4 4 3 2 2 2 4 4 4 5 5 5 5 5 5 4 4 4 5 4

R7

2

5 5 5 5 5 4 5 5 5 5 4 5 5 4 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5

R7

3

5 4 4 4 4 4 5 4 5 4 3 3 4 5 4 4 4 3 4 5 4 3 4 4 5 4 4 4 5 5

R7

4

4 4 5 4 5 4 4 5 4 5 4 4 5 5 5 4 4 5 4 4 3 3 3 3 4 4 5 5 5 5

R7

5

5 5 4 5 5 5 5 5 5 5 5 4 4 4 4 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5

R7

6

5 4 5 5 4 3 3 2 4 5 2 4 3 5 5 5 4 5 5 4 4 4 5 4 4 3 4 4 5 5

R7

7

5 5 5 4 3 2 3 4 3 3 3 4 4 2 3 2 5 2 4 2 5 3 3 4 3 5 4 3 2 4

R7

8

4 5 4 4 3 3 4 4 4 5 4 4 5 4 4 4 4 3 4 4 4 3 4 4 4 4 4 4 4 4

R7

9

4 4 5 4 5 5 5 3 5 4 4 5 5 4 5 5 4 4 3 4 3 4 5 4 4 4 5 5 4 5

R8

0

5 5 5 5 4 4 3 4 3 5 5 4 4 3 4 3 4 4 5 5 3 4 3 2 2 4 4 2 3 2

R8

1

1 1 1 1 5 5 3 4 5 5 4 3 4 5 5 3 4 5 4 5 5 4 1 5 4 5 5 5 4 5

R8

2

4 5 4 3 4 4 3 4 4 4 4 4 5 4 3 4 3 4 4 4 4 4 4 4 3 4 4 3 4 4

R8

3

4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 3

R8

4

4 3 4 5 3 3 4 3 4 4 3 3 4 3 3 4 5 4 3 4 3 3 4 3 2 4 3 3 4 2

40


5

4 4 4 4 4 3 3 3 2 3 4 3 3 3 3 4 4 4 4 3 3 4 4 3 3 4 4 4 4 3

R8

6

4 5 4 5 3 5 4 4 3 3 3 4 5 4 5 3 5 3 4 3 4 5 3 4 5 3 5 3 4 4

R8

7

2 2 4 5 5 4 5 4 5 5 5 4 4 4 4 3 4 4 2 3 4 4 4 3 3 2 5 5 3 4

R8

8

5 4 4 3 5 5 3 4 4 2 5 4 4 3 3 2 3 3 4 4 4 5 4 4 4 5 5 4 3 4

R8

9

5 4 5 3 3 4 3 4 5 5 4 3 3 3 2 3 3 3 4 3 3 5 5 4 3 4 3 4 5 2

R9

0

5 5 4 5 5 5 4 3 3 4 5 4 4 3 3 4 3 3 4 4 3 5 4 5 2 4 2 3 5 4

R9

1

3 4 3 2 4 5 2 4 2 3 3 4 4 3 3 3 4 2 3 3 2 4 5 5 3 3 4 4 5 2

R9

2

5 5 5 5 5 4 1 2 4 3 3 3 3 3 3 3 2 3 5 3 1 3 1 3 3 3 3 3 3 2

R9

3

3 5 4 3 4 5 3 4 2 4 2 4 2 5 3 3 5 5 3 3 3 4 4 5 3 3 4 4 5 5

R9

4

5 4 4 4 5 5 5 5 5 4 4 5 5 4 4 4 4 3 3 4 5 4 4 4 3 3 3 5 3 5

R9

5

5 5 4 3 4 5 4 3 4 5 4 5 5 5 5 4 5 4 4 3 5 3 4 4 5 4 4 4 3 5

R9

6

3 4 4 2 4 4 4 3 4 2 4 3 5 3 3 4 4 3 5 3 5 2 5 4 4 3 5 3 5 4

R9

7

5 5 4 3 4 2 3 2 4 4 4 3 5 2 5 3 4 2 4 2 3 5 4 3 4 3 5 5 4 3

R9

8

3 2 4 3 4 3 3 3 4 4 3 4 3 4 2 4 4 2 3 2 3 3 4 3 5 3 3 2 4 4

R9

9

4 4 4 4 3 3 2 5 5 4 4 5 4 4 5 4 4 4 4 4 4 3 3 4 3 5 4 4 3 5

R1

00

4 5 4 3 4 4 5 5 4 4 5 4 4 4 4 3 4 4 4 4 4 3 3 4 3 2 3 3 4 4

R1

01

4 5 4 3 4 3 5 5 4 4 5 4 4 3 5 3 4 4 4 4 1 4 3 3 4 3 5 4 3 5

R1 5 4 4 3 4 2 3 4 3 1 4 2 3 5 2 4 4 1 4 2 3 4 4 5 4 3 2 2 3 4

41


R1

03

5 4 4 3 4 4 2 2 3 1 3 5 3 4 2 2 5 3 1 3 2 4 2 4 5 4 3 2 1 3

R1

04

5 4 4 5 4 3 3 4 3 4 3 4 4 2 4 2 4 3 2 3 5 4 3 4 2 3 4 4 5 1

R1

05

2 3 3 2 4 1 1 2 3 1 3 3 4 4 2 2 2 4 4 5 4 4 4 4 5 5 5 4 5 1

R1

06

5 4 4 4 4 3 4 4 2 4 4 4 4 4 4 4 4 4 2 3 2 2 2 2 2 2 2 2 2 2

R1

07

5 5 5 5 5 5 4 4 5 4 5 3 3 4 4 5 3 2 2 3 3 4 5 5 5 4 4 3 4 3

R1

08

3 3 3 3 3 3 4 4 5 4 5 5 4 2 2 4 4 3 4 4 3 3 3 2 5 5 5 2 2 5

R1

09

4 4 3 3 3 4 3 4 4 3 3 3 4 4 4 5 5 3 3 3 3 4 4 4 3 3 3 4 3 3

R1

10

3 3 3 3 2 4 5 5 5 5 5 4 4 3 3 3 4 4 4 4 3 3 4 4 3 3 4 3 4 3

R1

11

5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 3 4 3 4 4 3 5 5 3 3 3 4 4 4 4

R1

12

3 3 4 3 4 4 4 3 3 4 4 3 4 4 4 3 4 3 3 4 4 3 3 4 4 4 3 4 3 4

R1

13

3 3 3 3 4 4 4 3 3 4 4 4 4 3 3 5 3 3 3 3 3 5 4 4 5 4 4 5 3 3

R1

14

5 5 5 4 4 5 4 5 4 4 5 3 4 3 2 4 4 5 4 4 4 4 4 5 5 3 3 4 3 4

R1

15

4 4 4 4 4 3 4 4 3 4 4 4 3 4 4 4 4 4 3 4 3 4 4 4 4 4 4 4 4 4

R1

16

4 4 4 3 3 4 3 4 3 3 3 3 4 3 4 4 3 3 4 3 3 4 3 4 4 4 4 4 4 3

R1

17

4 5 3 5 5 4 4 4 3 4 3 3 4 3 5 4 4 4 3 5 5 3 4 3 3 5 4 3 3 5

R1

18

4 5 4 5 5 5 3 4 3 4 3 5 2 5 4 3 3 5 5 5 5 4 3 5 3 4 4 3 4 4

42


19

3 5 4 2 4 5 5 4 4 3 3 5 5 5 3 3 4 2 2 2 3 3 3 1 1 4 2 4 2 4

R1

20

3 3 3 4 4 5 3 3 3 2 4 4 4 4 3 5 4 4 5 5 5 5 4 4 4 4 4 2 4 4

R1

21

2 3 4 4 4 3 3 4 3 2 4 4 3 2 4 1 2 3 3 4 4 3 3 4 3 2 2 5 5 3

R1

22

4 4 4 4 4 2 3 5 5 4 4 5 5 5 5 4 3 4 4 5 4 5 5 5 5 5 5 5 4 4

R1

23

3 2 4 3 2 2 4 3 4 3 3 4 4 4 3 3 4 4 5 5 5 3 3 3 3 4 4 4 2 2

R1

24

5 5 4 5 4 5 4 4 5 5 4 5 5 3 4 4 5 4 4 5 4 5 4 4 5 5 4 5 4 5

R1

25

5 5 5 5 5 5 4 4 4 4 4 3 3 3 3 2 5 5 3 3 4 4 4 5 4 4 4 3 2 4

R1

26

3 4 2 4 3 4 3 4 2 5 3 3 4 4 3 3 5 4 5 4 4 4 4 4 4 4 3 2 2 4

R1

27

3 4 3 4 4 4 5 4 5 5 4 5 3 3 3 3 5 4 3 5 2 3 4 3 5 3 4 3 4 3

R1

28

4 3 4 5 4 4 3 5 4 3 4 5 5 3 3 4 5 4 4 3 5 5 3 4 4 5 3 3 4 5

R1

29

5 5 5 5 5 5 3 1 3 3 3 5 5 3 3 4 4 4 3 3 5 5 3 5 3 4 3 4 2 1

R1

30

5 5 5 5 3 4 4 5 5 4 4 4 4 5 5 4 4 4 5 5 3 5 5 4 5 5 5 5 5 5

R1

31

5 5 4 4 5 5 5 5 4 4 5 5 5 4 5 4 5 4 5 4 5 4 5 5 5 4 4 4 5 5

R1

32

5 5 5 5 5 5 5 5 5 4 5 4 5 3 5 5 5 5 5 5 4 5 5 2 5 5 5 5 5 5

R1

33

3 3 4 2 5 4 5 3 5 3 2 2 3 4 2 3 3 4 3 5 3 4 3 4 3 4 3 4 5 2

R1

34

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

R1

35

5 4 5 3 4 3 4 3 4 3 5 3 5 3 4 3 4 2 4 5 5 3 4 5 4 5 4 5 4 5

R1 4 4 4 4 4 3 3 4 4 4 5 3 4 3 3 3 4 4 4 4 3 4 4 4 3 4 4 4 3 4

43


R1

37

5 2 3 2 5 2 4 2 2 2 2 2 2 4 4 3 4 3 4 5 5 5 3 3 3 5 5 3 3 4

R1

38

5 5 3 3 4 4 5 3 4 5 3 4 3 3 4 5 4 4 3 5 5 5 4 4 3 3 4 3 5 5

R1

39

3 5 3 4 4 5 4 2 5 1 4 4 2 5 3 4 5 3 3 5 3 5 5 3 1 4 5 3 3 4

R1

40

5 5 5 4 4 4 3 3 4 4 5 4 5 5 5 4 3 4 4 2 4 5 5 4 3 3 3 2 4 4

R1

41

4 4 3 4 2 3 3 3 4 3 5 4 5 5 4 5 4 5 3 3 5 3 5 3 2 3 4 3 1 3

R1

42

4 5 5 4 4 3 4 4 4 4 5 4 3 4 5 5 5 3 3 4 5 4 3 3 3 4 4 5 4 5

R1

43

5 5 5 5 5 5 5 5 5 5 1 3 4 5 1 3 3 3 4 4 5 4 3 3 5 5 4 3 5 5

R1

44

4 4 5 5 4 4 5 5 5 5 5 5 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5

R1

45

4 5 3 4 4 4 1 3 4 4 4 4 5 3 3 5 3 4 4 4 4 3 3 3 2 4 4 3 3 3

R1

46

5 5 4 4 4 4 4 4 4 4 4 4 3 3 3 3 4 4 4 3 3 5 5 3 3 5 5 3 3 5

R1

47

4 5 3 5 3 4 2 3 4 4 3 5 3 2 3 2 3 3 4 2 4 2 4 3 4 3 4 3 4 3

R1

48

2 3 2 3 2 4 5 5 1 1 1 1 3 3 1 3 1 5 3 1 5 2 4 2 2 2 3 3 4 4

R1

49

4 5 3 5 5 4 4 4 3 4 3 3 4 3 5 4 4 4 3 5 5 3 4 3 3 5 4 4 3 5

R1

50

4 5 5 5 4 5 4 5 4 5 4 4 5 4 5 3 4 5 5 4 5 5 3 4 4 4 3 4 5 5

R1

51

5 4 5 5 4 5 4 4 4 5 3 5 3 5 5 4 4 4 4 4 5 3 3 3 3 5 5 5 5 4

R1

52

5 5 5 4 4 5 5 4 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 5 5 4 4 5 4

44


53

5 5 5 5 4 5 4 5 2 3 4 3 4 4 5 2 3 3 3 4 4 4 4 5 5 5 3 3 4 4

R1

54

4 5 4 3 4 3 4 3 2 5 4 4 5 3 4 3 5 4 3 3 5 5 4 5 3 5 4 3 4 5

R1

55

2 3 2 5 3 2 3 2 3 2 5 2 2 4 2 4 3 5 3 4 3 4 2 3 4 2 4 5 3 3

R1

56

5 5 4 4 4 3 4 4 4 4 4 4 4 4 4 4 3 4 5 4 5 4 5 4 4 5 5 5 4 3

R1

57

3 4 3 2 3 3 2 3 3 3 3 3 3 3 3 3 3 4 3 4 3 4 3 4 3 4 3 4 3 4

R1

58

5 5 5 4 5 5 4 5 5 5 5 5 5 5 5 3 5 5 4 4 4 5 5 5 5 5 3 5 5 5

R1

59

4 4 4 3 5 4 4 3 4 4 5 5 5 4 4 3 3 4 3 4 3 4 3 4 4 4 5 4 3 4

R1

60

5 4 4 4 4 5 5 5 5 5 5 3 5 5 5 3 5 5 5 4 4 4 4 4 3 3 4 4 4 5

R1

61

5 4 4 5 3 4 5 1 4 3 5 3 3 4 5 4 3 1 3 2 4 2 4 3 2 4 5 4 5 5

R1

62

5 4 5 5 3 5 2 3 1 1 5 5 5 1 2 5 1 5 5 4 1 1 3 3 5 5 5 5 3 1

R1

63

5 4 3 4 4 2 4 3 4 3 5 5 3 1 4 3 4 4 3 3 4 4 3 3 4 3 4 3 2 3

R1

64

5 5 5 5 5 4 5 4 4 4 5 4 5 5 5 3 3 4 4 5 4 5 3 3 4 5 5 4 4 4

R1

65

5 5 5 5 5 5 3 3 3 3 5 5 3 3 3 3 5 3 5 3 5 3 5 3 5 3 5 3 5 3

R1

66

4 4 4 2 3 4 2 1 4 3 4 4 4 3 3 5 3 4 3 4 2 4 4 3 4 4 4 3 2 5

R1

67

5 4 5 4 5 5 4 4 5 5 4 5 4 4 4 4 4 5 4 5 4 4 5 5 4 5 5 4 5 5

R1

68

3 4 4 3 5 4 3 2 3 3 3 2 4 2 3 2 2 1 1 3 2 1 2 2 1 2 1 2 1 2

R1

69

4 3 4 3 4 4 2 4 3 3 4 3 4 3 4 5 3 4 5 3 4 5 3 4 5 4 3 4 4 4

R1 5 4 4 4 4 4 2 3 3 4 4 5 4 4 3 4 4 4 3 4 3 3 3 4 3 3 4 3 3 3

45


R1

71

4 5 4 5 4 3 3 2 3 4 4 5 4 3 3 3 4 4 4 3 3 4 4 4 3 5 4 4 4 4

R1

72

3 4 3 5 4 1 2 4 5 3 3 4 4 2 3 1 4 3 3 4 3 4 2 4 5 5 4 4 3 3

R1

73

5 5 5 4 4 4 3 4 4 3 3 5 3 4 4 3 4 5 5 4 3 4 5 5 5 4 4 3 4 4

R1

74

4 4 4 4 4 3 3 3 4 3 4 4 4 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 3 3

R1

75

5 5 5 4 3 3 3 4 4 5 4 4 5 4 5 5 5 4 5 4 5 4 5 4 5 4 5 4 4 5

R1

76

3 4 3 3 3 5 5 2 2 3 4 2 3 4 2 4 5 3 4 2 4 3 2 4 2 4 5 5 3 4

R1

77

4 4 4 4 4 3 2 3 3 3 3 3 4 3 3 3 4 4 3 5 4 3 5 5 4 4 4 4 3 3

R1

78

5 4 5 5 5 5 4 4 5 4 5 5 4 3 3 3 5 4 4 5 4 4 5 5 5 5 5 5 5 5

R1

79

5 5 5 4 4 4 3 4 5 4 5 5 4 4 4 4 4 4 4 5 4 5 5 5 4 4 4 3 4 4

R1

80

4 5 4 4 3 2 3 3 2 3 3 2 3 4 3 2 3 2 3 3 4 3 3 4 4 4 2 2 4 4

R1

81

4 4 4 4 3 5 5 5 5 4 4 5 5 3 3 4 5 5 3 3 3 4 4 4 4 4 5 5 3 4

R1

82

4 4 5 5 3 4 5 5 3 5 4 2 5 3 4 4 5 4 4 3 4 4 2 5 5 5 4 3 4 4

R1

83

5 5 4 3 4 5 5 5 4 3 3 5 5 4 4 5 5 4 5 4 5 4 3 4 5 4 3 4 5 5

R1

84

4 5 5 5 5 5 3 3 3 4 4 5 5 4 3 2 4 3 3 3 5 5 5 5 5 3 3 3 4 4

R1

85

5 5 4 4 5 3 4 5 5 5 4 4 5 3 3 5 4 5 3 4 5 5 5 5 4 4 5 5 4 4

R1

86

5 4 5 4 4 4 4 3 3 3 4 5 5 2 3 2 4 5 5 3 3 3 3 4 4 4 2 4 5 5

46


87

4 4 4 4 3 3 3 4 4 3 5 5 5 4 4 2 3 4 4 5 5 5 5 3 3 3 4 4 4 5

R1

88

4 4 4 5 5 5 4 3 3 3 4 3 5 5 4 3 4 5 5 5 5 3 3 4 4 4 5 5 4 4

R1

89

5 4 4 3 3 3 5 5 4 4 4 4 5 5 2 3 4 5 5 5 5 4 3 3 3 3 2 4 4 5

R1

90

3 3 3 4 4 4 5 4 4 4 5 3 3 4 5 5 4 3 5 5 5 3 3 4 4 4 5 5 4 4

R1

91

5 5 4 3 4 5 3 2 5 3 4 3 5 2 4 4 3 2 4 5 3 5 2 5 2 4 4 4 2 5

R1

92

4 4 4 3 4 3 4 4 3 4 4 4 4 3 3 5 2 3 2 2 3 3 3 3 3 4 4 4 4 4

R1

93

5 5 5 4 4 3 3 4 5 2 5 3 4 2 5 4 5 2 5 4 3 4 5 5 4 4 3 5 3 5

R1

94

4 4 5 3 5 2 4 5 5 4 3 4 5 5 1 4 5 2 5 4 4 5 2 3 5 3 3 4 4 5

R1

95

4 5 5 3 4 5 2 4 4 4 4 3 4 3 1 3 3 2 3 4 4 2 3 4 2 3 4 3 5 4

R1

96

4 4 4 4 4 4 4 5 5 5 3 3 3 4 4 3 5 5 4 4 4 4 4 3 3 3 3 5 5 4

R1

97

4 4 5 4 3 2 3 4 3 2 4 4 3 4 5 4 3 3 4 4 3 3 4 3 4 2 4 2 5 5

R1

98

5 5 5 5 4 3 3 4 3 4 5 4 5 3 4 3 4 3 5 4 4 3 5 4 3 4 4 5 4 5

R1

99

3 2 4 4 2 3 1 1 4 3 4 4 3 2 2 5 3 3 3 4 4 4 5 5 5 3 4 4 4 4

R2

00

5 5 5 5 5 3 4 3 4 4 4 5 3 4 5 3 5 4 5 3 5 4 3 5 4 4 5 5 4 5

R2

01

4 4 5 4 5 4 3 4 3 4 5 4 4 5 4 4 4 5 3 3 3 3 3 3 4 4 3 4 3 4

R2

02

5 3 4 4 3 2 4 5 4 5 3 5 2 3 3 3 5 5 2 3 2 4 4 4 2 4 2 4 3 3

47


SPSS Outputs

Item-Total Statistics

Scale Mean if

Item Deleted

Scale Variance if

Item Deleted

Corrected Item-

Total Correlation

Squared Multiple

Correlation

Cronbach's Alpha

if Item Deleted

VAR00001 111.9653 173.864 .463 .625 .884

VAR00002 111.8960 176.273 .385 .578 .886

VAR00003 111.9208 174.451 .471 .584 .884

VAR00004 112.1337 174.295 .437 .404 .885

VAR00005 111.9604 176.854 .410 .360 .886

VAR00006 112.3267 175.714 .358 .286 .887

VAR00007 112.5099 175.555 .350 .364 .887

VAR00008 112.3663 171.328 .522 .435 .883

VAR00009 112.2079 173.897 .447 .359 .885

VAR00010 112.3366 172.483 .473 .355 .884

VAR00011 112.1287 176.988 .366 .300 .886

VAR00012 112.0891 175.166 .432 .385 .885

VAR00013 112.1040 175.576 .422 .332 .885

VAR00014 112.2079 177.897 .349 .325 .887

VAR00015 112.3614 176.232 .397 .383 .886

VAR00016 112.3069 172.224 .519 .403 .883

VAR00017 112.2376 176.182 .396 .294 .886

VAR00018 112.4059 176.581 .356 .324 .887

VAR00019 112.3515 175.413 .444 .361 .885

48


VAR00020 112.3020 176.112 .383 .368 .886

VAR00021 112.2426 174.931 .417 .358 .885

VAR00022 112.1733 173.010 .500 .388 .884

VAR00023 112.2178 174.490 .446 .333 .885

VAR00024 112.2376 175.615 .433 .421 .885

VAR00025 112.3366 173.807 .448 .414 .885

VAR00026 112.1782 174.874 .461 .411 .885

VAR00027 112.1386 174.478 .448 .416 .885

VAR00028 112.2475 175.341 .410 .343 .886

VAR00029 112.2574 174.023 .463 .416 .884

VAR00030 112.1485 171.610 .535 .408 .883

Summary Item Statistics

Mean Minimu

m

Maximu

m

Range Maximum /

Minimum

Varianc

e

N of

Items

Item

Means3.869 3.569 4.183 .614 1.172 .021 30

Total Variance Explained

Com

pone

nt

Initial Eigenvalues Extraction Sums of

Squared Loadings

Rotation Sums of Squared

Loadings

Total % of

Varianc

e

Cumulati

ve %

Total % of

Varianc

e

Cumul

ative

%

Total % of

Varianc

e

Cumulati

ve %

1 7.165 23.884 23.884 7.165 23.884 23.884 2.942 9.806 9.806

2 2.217 7.391 31.276 2.217 7.391 31.276 2.728 9.094 18.900

3 1.665 5.549 36.825 1.665 5.549 36.825 2.536 8.454 27.355

49


4 1.475 4.915 41.740 1.475 4.915 41.740 2.071 6.903 34.258

5 1.352 4.506 46.246 1.352 4.506 46.246 2.030 6.768 41.026

6 1.236 4.120 50.366 1.236 4.120 50.366 1.897 6.325 47.350

7 1.187 3.957 54.323 1.187 3.957 54.323 1.640 5.467 52.818

8 1.091 3.636 57.959 1.091 3.636 57.959 1.542 5.142 57.959

9 .969 3.230 61.189

10 .908 3.026 64.215

11 .873 2.910 67.125

12 .823 2.742 69.867

13 .816 2.721 72.589

14 .769 2.562 75.151

15 .705 2.349 77.500

16 .699 2.330 79.830

17 .642 2.142 81.972

18 .607 2.023 83.995

19 .563 1.878 85.873

20 .511 1.703 87.576

21 .500 1.665 89.241

22 .462 1.541 90.782

23 .431 1.437 92.220

24 .413 1.377 93.596

50


25 .396 1.319 94.916

26 .372 1.239 96.154

27 .351 1.170 97.324

28 .316 1.053 98.377

29 .258 .861 99.237

30 .229 .763 100.000

Extraction Method: Principal Component Analysis.

Item-Total Statistics

Scale Mean

if Item

Deleted

Scale

Variance if

Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if

Item

Deleted

VAR000

01111.9653 173.864 .463 .625 .884

VAR000

02111.8960 176.273 .385 .578 .886

VAR000

03111.9208 174.451 .471 .584 .884

VAR000

04112.1337 174.295 .437 .404 .885

VAR000

05111.9604 176.854 .410 .360 .886

VAR000

06112.3267 175.714 .358 .286 .887

51


VAR000

07112.5099 175.555 .350 .364 .887

VAR000

08112.3663 171.328 .522 .435 .883

VAR000

09112.2079 173.897 .447 .359 .885

VAR000

10112.3366 172.483 .473 .355 .884

VAR000

11112.1287 176.988 .366 .300 .886

VAR000

12112.0891 175.166 .432 .385 .885

VAR000

13112.1040 175.576 .422 .332 .885

VAR000

14112.2079 177.897 .349 .325 .887

VAR000

15112.3614 176.232 .397 .383 .886

VAR000

16112.3069 172.224 .519 .403 .883

VAR000

17112.2376 176.182 .396 .294 .886

VAR000

18112.4059 176.581 .356 .324 .887

52


VAR000

19112.3515 175.413 .444 .361 .885

VAR000

20112.3020 176.112 .383 .368 .886

VAR000

21112.2426 174.931 .417 .358 .885

VAR000

22112.1733 173.010 .500 .388 .884

VAR000

23112.2178 174.490 .446 .333 .885

VAR000

24112.2376 175.615 .433 .421 .885

VAR000

25112.3366 173.807 .448 .414 .885

VAR000

26112.1782 174.874 .461 .411 .885

VAR000

27112.1386 174.478 .448 .416 .885

VAR000

28112.2475 175.341 .410 .343 .886

VAR000

29112.2574 174.023 .463 .416 .884

VAR000

30112.1485 171.610 .535 .408 .883

53


Factor Analysis

Anti-image Matrices

VAR000

01

VAR00002 VAR00003 VAR00004

Anti-image

Covariance

VAR000

01.375 -.166 -.156 -.078

VAR000

02-.166 .422 -.017 -.141

VAR000

03-.156 -.017 .416 -.015

VAR000

04-.078 -.141 -.015 .596

VAR000

05-.018 -.039 -.131 .018

VAR000

06.039 -.033 -.077 .006

VAR000

07

-.024 .018 .026 .003

54


VAR000

08.040 -.052 -.037 .007

VAR000

09-.013 .061 -.023 .023

VAR000

10-.038 .020 .024 -.065

VAR000

11-.026 .025 -.050 -.075

VAR000

12.023 .006 -.076 -.052

VAR000

13.013 -.105 -.006 .053

VAR000

14-.034 -.043 .116 .060

VAR000

15-.051 .051 .047 -.068

VAR000

16.041 .026 -.048 -.072

VAR000

17-.010 .009 -.014 -.019

VAR000

18-.034 .076 .049 -.071

VAR000

19

-.028 -.052 -.074 .018

55


VAR000

20.011 .028 .066 -.030

VAR000

21.039 .039 .038 -.086

VAR000

22-.051 -.007 .027 .044

VAR000

23.006 -.048 -.053 .011

VAR000

24-.028 -.039 .046 .051

VAR000

25.018 .093 -.059 -.026

VAR000

26-.071 -.026 .005 -.004

VAR000

27.001 .016 .055 .001

VAR000

28.068 .046 -.074 -.056

VAR000

29.019 .000 -.081 -.032

VAR000

30.011 -.092 .009 .094

Anti-image

Correlation

VAR000

01

.811a -.416 -.394 -.166

56


VAR000

02-.416 .774a -.040 -.282

VAR000

03-.394 -.040 .803a -.029

VAR000

04-.166 -.282 -.029 .853a

VAR000

05-.036 -.075 -.254 .030

VAR000

06.076 -.060 -.141 .010

Anti-image Matrices

VAR0000

5

VAR0000

6

VAR0000

7

VAR0000

8

Anti-image

Covariance

VAR0000

1-.018 .039 -.024 .040

VAR0000

2-.039 -.033 .018 -.052

VAR0000

3-.131 -.077 .026 -.037

VAR0000

4.018 .006 .003 .007

VAR0000

5

.640 -.131 -.015 .015

57


VAR0000

6-.131 .714 -.113 .008

VAR0000

7-.015 -.113 .636 -.170

VAR0000

8.015 .008 -.170 .565

VAR0000

9-.016 -.019 -.059 -.058

VAR0001

0-.003 -.046 -.054 -.103

VAR0001

1.010 .008 -.003 .029

VAR0001

2-.064 .025 .110 -.005

VAR0001

3.027 -.051 .052 -.082

VAR0001

4.007 .009 -.081 .046

VAR0001

5-.018 -.118 .017 -.009

VAR0001

6-.045 -.011 -.061 -.035

VAR0001

7

.027 .033 -.073 -.013

58


VAR0001

8.007 -.101 -.006 -.066

VAR0001

9.134 .013 -.011 -.015

VAR0002

0-.085 -.021 .012 -.024

VAR0002

1-.038 .026 -.063 .016

VAR0002

2-.098 .037 .019 .019

VAR0002

3.084 -.001 -.033 .006

VAR0002

4.044 -.121 .101 .006

VAR0002

5-.041 .084 .037 -.055

VAR0002

6-.004 .076 -.007 -.035

VAR0002

7-.014 -.061 .043 .045

VAR0002

8-.039 .046 -.100 .014

VAR0002

9

-.028 .018 -.001 -.087

59


VAR0003

0.012 -.022 -.046 -.068

Anti-image

Correlation

VAR0000

1-.036a .076 -.048 .088

VAR0000

2-.075 -.060a .034 -.106

VAR0000

3-.254 -.141 .050a -.076

VAR0000

4.030 .010 .005 .012a

VAR0000

5.840 -.194 -.024 .024

VAR0000

6-.194 .800 -.168 .012

Anti-image Matrices

VAR0000

9

VAR0001

0

VAR0001

1

VAR0001

2

Anti-image

Covariance

VAR0000

1-.013 -.038 -.026 .023

VAR0000

2.061 .020 .025 .006

VAR0000

3

-.023 .024 -.050 -.076

60


VAR0000

4.023 -.065 -.075 -.052

VAR0000

5-.016 -.003 .010 -.064

VAR0000

6-.019 -.046 .008 .025

VAR0000

7-.059 -.054 -.003 .110

VAR0000

8-.058 -.103 .029 -.005

VAR0000

9.641 -.127 -.055 -.057

VAR0001

0-.127 .645 .034 -.026

VAR0001

1-.055 .034 .700 -.084

VAR0001

2-.057 -.026 -.084 .615

VAR0001

3-.042 -.075 -.150 -.055

VAR0001

4-.004 .029 -.039 -.182

VAR0001

5

.032 .024 .010 .044

61


VAR0001

6-.073 -.031 .054 -.035

VAR0001

7-.048 -.032 -.026 -.077

VAR0001

8.081 -.075 .006 -.082

VAR0001

9.005 .062 -.041 .039

VAR0002

0-.124 .064 -.004 -.005

VAR0002

1.072 .014 .088 -.014

VAR0002

2-.050 -.039 .027 -.043

VAR0002

3-.042 .021 -.044 -.093

VAR0002

4-.023 -.030 -.072 .084

VAR0002

5.004 .054 .002 -.056

VAR0002

6.052 .002 .075 -.040

VAR0002

7

-.057 -.073 -.097 .028

62


VAR0002

8-.019 -.011 -.024 -.016

VAR0002

9.050 -.059 .064 .053

VAR0003

0-.034 -.029 -.101 .030

Anti-image

Correlation

VAR0000

1-.027a -.076 -.051 .048

VAR0000

2.117 .038a .047 .011

VAR0000

3-.045 .046 -.093a -.150

VAR0000

4.037 -.105 -.115 -.087a

VAR0000

5-.025 -.004 .015 -.103

VAR0000

6-.028 -.067 .011 .038

Anti-image Matrices

VAR00013 VAR0001

4

VAR0001

5

VAR0001

6

Anti-image

Covariance

VAR0000

1

.013 -.034 -.051 .041

63


VAR0000

2-.105 -.043 .051 .026

VAR0000

3-.006 .116 .047 -.048

VAR0000

4.053 .060 -.068 -.072

VAR0000

5.027 .007 -.018 -.045

VAR0000

6-.051 .009 -.118 -.011

VAR0000

7.052 -.081 .017 -.061

VAR0000

8-.082 .046 -.009 -.035

VAR0000

9-.042 -.004 .032 -.073

VAR0001

0-.075 .029 .024 -.031

VAR0001

1-.150 -.039 .010 .054

VAR0001

2-.055 -.182 .044 -.035

VAR0001

3

.668 .019 .038 -.072

64


VAR0001

4.019 .675 -.085 -.110

VAR0001

5.038 -.085 .617 -.108

VAR0001

6-.072 -.110 -.108 .597

VAR0001

7.024 -.080 -.092 -.040

VAR0001

8-.011 .010 -.075 .074

VAR0001

9-.055 -.037 -.034 -.020

VAR0002

0.063 .079 .079 -.071

VAR0002

1-.118 .033 -.076 -.042

VAR0002

2-9.571E-005 .009 -.092 -.005

VAR0002

3.020 .017 -.041 .043

VAR0002

4.033 -.040 .013 -.040

VAR0002

5

-.038 -.035 -.115 .028

65


VAR0002

6-.058 .022 -.028 -.061

VAR0002

7.016 -.041 .008 -.021

VAR0002

8-.083 -.051 .043 .100

VAR0002

9.071 -.085 .094 -.049

VAR0003

0.043 -.003 -.036 -.001

Anti-image

Correlation

VAR0000

1.026a -.067 -.106 .087

VAR0000

2-.197 -.080a .099 .051

VAR0000

3-.011 .218 .092a -.097

VAR0000

4.083 .095 -.113 -.121a

VAR0000

5.041 .010 -.028 -.074

VAR0000

6-.074 .014 -.178 -.017

66


Anti-image Matrices

VAR0001

7

VAR0001

8

VAR0001

9

VAR0002

0

Anti-image

Covariance

VAR0000

1-.010 -.034 -.028 .011

VAR0000

2.009 .076 -.052 .028

VAR0000

3-.014 .049 -.074 .066

VAR0000

4-.019 -.071 .018 -.030

VAR0000

5.027 .007 .134 -.085

VAR0000

6.033 -.101 .013 -.021

VAR0000

7-.073 -.006 -.011 .012

VAR0000

8-.013 -.066 -.015 -.024

VAR0000

9-.048 .081 .005 -.124

VAR0001

0

-.032 -.075 .062 .064

67


VAR0001

1-.026 .006 -.041 -.004

VAR0001

2-.077 -.082 .039 -.005

VAR0001

3.024 -.011 -.055 .063

VAR0001

4-.080 .010 -.037 .079

VAR0001

5-.092 -.075 -.034 .079

VAR0001

6-.040 .074 -.020 -.071

VAR0001

7.706 -.081 .005 .008

VAR0001

8-.081 .676 -.128 -.162

VAR0001

9.005 -.128 .639 -.119

VAR0002

0.008 -.162 -.119 .632

VAR0002

1-.031 .058 -.080 -.039

VAR0002

2

.030 -.032 -.021 -.072

68


VAR0002

3.013 -.028 .040 .013

VAR0002

4-.065 .016 .041 .005

VAR0002

5.018 .019 -.070 -.016

VAR0002

6.023 .012 .031 -.100

VAR0002

7.037 -.009 -.020 -.013

VAR0002

8.024 -.021 .031 -.041

VAR0002

9.056 .003 -.090 -.015

VAR0003

0-.122 .015 -.043 -.017

Anti-image

Correlation

VAR0000

1-.019a -.067 -.056 .022

VAR0000

2.016 .143a -.100 .053

VAR0000

3-.027 .093 -.143a .128

VAR0000

4

-.029 -.111 .029 -.048a

69


VAR0000

5.040 .011 .210 -.134

VAR0000

6.047 -.145 .019 -.031

Anti-image Matrices

VAR0002

1

VAR00022 VAR0002

3

VAR0002

4

Anti-image

Covariance

VAR0000

1.039 -.051 .006 -.028

VAR0000

2.039 -.007 -.048 -.039

VAR0000

3.038 .027 -.053 .046

VAR0000

4-.086 .044 .011 .051

VAR0000

5-.038 -.098 .084 .044

VAR0000

6.026 .037 -.001 -.121

VAR0000

7-.063 .019 -.033 .101

VAR0000

8

.016 .019 .006 .006

70


VAR0000

9.072 -.050 -.042 -.023

VAR0001

0.014 -.039 .021 -.030

VAR0001

1.088 .027 -.044 -.072

VAR0001

2-.014 -.043 -.093 .084

VAR0001

3-.118 -9.571E-005 .020 .033

VAR0001

4.033 .009 .017 -.040

VAR0001

5-.076 -.092 -.041 .013

VAR0001

6-.042 -.005 .043 -.040

VAR0001

7-.031 .030 .013 -.065

VAR0001

8.058 -.032 -.028 .016

VAR0001

9-.080 -.021 .040 .041

VAR0002

0

-.039 -.072 .013 .005

71


VAR0002

1.642 -.047 -.051 -.115

VAR0002

2-.047 .612 -.127 -.118

VAR0002

3-.051 -.127 .667 -.081

VAR0002

4-.115 -.118 -.081 .579

VAR0002

5.052 -.030 .007 -.172

VAR0002

6-.004 .020 .063 -.090

VAR0002

7-.055 -.010 -.101 .093

VAR0002

8.016 -.034 .020 -.080

VAR0002

9-.050 .048 -.118 -.070

VAR0003

0-.125 -.035 -.015 .062

Anti-image

Correlation

VAR0000

1.080a -.106 .011 -.060

VAR0000

2

.074 -.014a -.091 -.079

72


VAR0000

3.073 .053 -.101a .093

VAR0000

4-.139 .072 .018 .088a

VAR0000

5-.059 -.157 .128 .073

VAR0000

6.038 .056 -.001 -.189

Anti-image Matrices

VAR0002

5

VAR0002

6

VAR0002

7

VAR0002

8

Anti-image

Covariance

VAR0000

1.018 -.071 .001 .068

VAR0000

2.093 -.026 .016 .046

VAR0000

3-.059 .005 .055 -.074

VAR0000

4-.026 -.004 .001 -.056

VAR0000

5-.041 -.004 -.014 -.039

VAR0000

6

.084 .076 -.061 .046

73


VAR0000

7.037 -.007 .043 -.100

VAR0000

8-.055 -.035 .045 .014

VAR0000

9.004 .052 -.057 -.019

VAR0001

0.054 .002 -.073 -.011

VAR0001

1.002 .075 -.097 -.024

VAR0001

2-.056 -.040 .028 -.016

VAR0001

3-.038 -.058 .016 -.083

VAR0001

4-.035 .022 -.041 -.051

VAR0001

5-.115 -.028 .008 .043

VAR0001

6.028 -.061 -.021 .100

VAR0001

7.018 .023 .037 .024

VAR0001

8

.019 .012 -.009 -.021

74


VAR0001

9-.070 .031 -.020 .031

VAR0002

0-.016 -.100 -.013 -.041

VAR0002

1.052 -.004 -.055 .016

VAR0002

2-.030 .020 -.010 -.034

VAR0002

3.007 .063 -.101 .020

VAR0002

4-.172 -.090 .093 -.080

VAR0002

5.586 -.055 -.071 -.006

VAR0002

6-.055 .589 -.215 -.037

VAR0002

7-.071 -.215 .584 -.120

VAR0002

8-.006 -.037 -.120 .657

VAR0002

9-.055 .038 -.049 -.087

VAR0003

0-.045 -.041 .020 -.070

75


Anti-image

Correlation

VAR0000

1.038a -.152 .003 .138

VAR0000

2.187 -.052a .031 .087

VAR0000

3-.119 .011 .111a -.141

VAR0000

4-.045 -.007 .002 -.090a

VAR0000

5-.067 -.006 -.022 -.060

VAR0000

6.130 .118 -.094 .067

Anti-image Matrices

VAR00029 VAR00030

Anti-image Covariance VAR00001 .019 .011

VAR00002 .000 -.092

VAR00003 -.081 .009

VAR00004 -.032 .094

VAR00005 -.028 .012

VAR00006 .018 -.022

VAR00007 -.001 -.046

VAR00008 -.087 -.068

76


VAR00009 .050 -.034

VAR00010 -.059 -.029

VAR00011 .064 -.101

VAR00012 .053 .030

VAR00013 .071 .043

VAR00014 -.085 -.003

VAR00015 .094 -.036

VAR00016 -.049 -.001

VAR00017 .056 -.122

VAR00018 .003 .015

VAR00019 -.090 -.043

VAR00020 -.015 -.017

VAR00021 -.050 -.125

VAR00022 .048 -.035

VAR00023 -.118 -.015

VAR00024 -.070 .062

VAR00025 -.055 -.045

VAR00026 .038 -.041

VAR00027 -.049 .020

VAR00028 -.087 -.070

VAR00029 .584 -.065

77


VAR00030 -.065 .592

Anti-image Correlation

VAR00001 .040a .023

VAR00002 -.001 -.184a

VAR00003 -.165 .017

VAR00004 -.055 .158

VAR00005 -.046 .020

VAR00006 .028 -.034

Anti-image Matrices

VAR000

01

VAR000

02

VAR000

03

VAR000

04

Anti-image

Correlation

VAR000

07-.048 .034 .050 .005

VAR000

08.088 -.106 -.076 .012

VAR000

09-.027 .117 -.045 .037

VAR000

10-.076 .038 .046 -.105

VAR000

11-.051 .047 -.093 -.115

VAR000

12

.048 .011 -.150 -.087

78


VAR000

13.026 -.197 -.011 .083

VAR000

14-.067 -.080 .218 .095

VAR000

15-.106 .099 .092 -.113

VAR000

16.087 .051 -.097 -.121

VAR000

17-.019 .016 -.027 -.029

VAR000

18-.067 .143 .093 -.111

VAR000

19-.056 -.100 -.143 .029

VAR000

20.022 .053 .128 -.048

VAR000

21.080 .074 .073 -.139

VAR000

22-.106 -.014 .053 .072

VAR000

23.011 -.091 -.101 .018

VAR000

24

-.060 -.079 .093 .088

79


VAR000

25.038 .187 -.119 -.045

VAR000

26-.152 -.052 .011 -.007

VAR000

27.003 .031 .111 .002

VAR000

28.138 .087 -.141 -.090

VAR000

29.040 -.001 -.165 -.055

VAR000

30.023 -.184 .017 .158

Anti-image Matrices

VAR0000

5

VAR0000

6

VAR0000

7

VAR0000

8

Anti-image

Correlation

VAR0000

7-.024 -.168 .795 -.284

VAR0000

8.024 .012 -.284 .891

VAR0000

9-.025 -.028 -.092 -.096

VAR0001

0

-.004 -.067 -.084 -.171

80


VAR0001

1.015 .011 -.004 .047

VAR0001

2-.103 .038 .177 -.008

VAR0001

3.041 -.074 .080 -.133

VAR0001

4.010 .014 -.124 .074

VAR0001

5-.028 -.178 .027 -.015

VAR0001

6-.074 -.017 -.100 -.061

VAR0001

7.040 .047 -.109 -.020

VAR0001

8.011 -.145 -.010 -.107

VAR0001

9.210 .019 -.017 -.025

VAR0002

0-.134 -.031 .019 -.041

VAR0002

1-.059 .038 -.099 .026

VAR0002

2

-.157 .056 .031 .032

81


VAR0002

3.128 -.001 -.050 .010

VAR0002

4.073 -.189 .166 .011

VAR0002

5-.067 .130 .061 -.096

VAR0002

6-.006 .118 -.011 -.061

VAR0002

7-.022 -.094 .070 .079

VAR0002

8-.060 .067 -.155 .023

VAR0002

9-.046 .028 -.002 -.151

VAR0003

0.020 -.034 -.075 -.117

Anti-image Matrices

VAR0000

9

VAR0001

0

VAR0001

1

VAR0001

2

Anti-image

Correlation

VAR0000

7-.092 -.084 -.004 .177

VAR0000

8

-.096 -.171 .047 -.008

82


VAR0000

9.873 -.198 -.082 -.091

VAR0001

0-.198 .892 .051 -.041

VAR0001

1-.082 .051 .829 -.129

VAR0001

2-.091 -.041 -.129 .829

VAR0001

3-.064 -.114 -.220 -.086

VAR0001

4-.006 .044 -.056 -.283

VAR0001

5.050 .039 .015 .071

VAR0001

6-.119 -.050 .084 -.057

VAR0001

7-.072 -.048 -.037 -.117

VAR0001

8.123 -.114 .009 -.127

VAR0001

9.008 .097 -.061 .063

VAR0002

0

-.196 .100 -.007 -.008

83


VAR0002

1.113 .022 .131 -.023

VAR0002

2-.079 -.062 .041 -.070

VAR0002

3-.064 .032 -.064 -.145

VAR0002

4-.038 -.050 -.113 .141

VAR0002

5.006 .087 .003 -.093

VAR0002

6.085 .004 .117 -.066

VAR0002

7-.094 -.118 -.152 .046

VAR0002

8-.029 -.017 -.036 -.026

VAR0002

9.081 -.097 .101 .088

VAR0003

0-.056 -.047 -.157 .050

Anti-image Matrices

VAR00013 VAR0001

4

VAR0001

5

VAR0001

6

84


Anti-image

Correlation

VAR0000

7.080 -.124 .027 -.100

VAR0000

8-.133 .074 -.015 -.061

VAR0000

9-.064 -.006 .050 -.119

VAR0001

0-.114 .044 .039 -.050

VAR0001

1-.220 -.056 .015 .084

VAR0001

2-.086 -.283 .071 -.057

VAR0001

3.835 .029 .060 -.114

VAR0001

4.029 .776 -.132 -.174

VAR0001

5.060 -.132 .812 -.179

VAR0001

6-.114 -.174 -.179 .887

VAR0001

7.034 -.116 -.140 -.061

VAR0001

8

-.017 .015 -.117 .117

85


VAR0001

9-.085 -.056 -.053 -.032

VAR0002

0.097 .121 .127 -.116

VAR0002

1-.181 .050 -.121 -.067

VAR0002

2.000 .013 -.149 -.008

VAR0002

3.030 .025 -.063 .068

VAR0002

4.053 -.065 .022 -.068

VAR0002

5-.061 -.056 -.191 .047

VAR0002

6-.093 .034 -.046 -.102

VAR0002

7.026 -.065 .013 -.036

VAR0002

8-.125 -.077 .067 .160

VAR0002

9.114 -.136 .157 -.083

VAR0003

0.068 -.004 -.060 -.002

86


Anti-image Matrices

VAR0001

7

VAR0001

8

VAR0001

9

VAR0002

0

Anti-image

Correlation

VAR0000

7-.109 -.010 -.017 .019

VAR0000

8-.020 -.107 -.025 -.041

VAR0000

9-.072 .123 .008 -.196

VAR0001

0-.048 -.114 .097 .100

VAR0001

1-.037 .009 -.061 -.007

VAR0001

2-.117 -.127 .063 -.008

VAR0001

3.034 -.017 -.085 .097

VAR0001

4-.116 .015 -.056 .121

VAR0001

5-.140 -.117 -.053 .127

VAR0001

6-.061 .117 -.032 -.116

VAR0001

7

.886 -.118 .008 .011

87


VAR0001

8-.118 .785 -.194 -.248

VAR0001

9.008 -.194 .853 -.186

VAR0002

0.011 -.248 -.186 .810

VAR0002

1-.046 .088 -.125 -.062

VAR0002

2.046 -.049 -.033 -.116

VAR0002

3.019 -.041 .061 .020

VAR0002

4-.102 .026 .068 .008

VAR0002

5.027 .029 -.114 -.026

VAR0002

6.036 .019 .050 -.165

VAR0002

7.058 -.014 -.033 -.021

VAR0002

8.035 -.031 .048 -.064

VAR0002

9

.087 .005 -.148 -.025

88


VAR0003

0-.188 .024 -.069 -.028

Anti-image Matrices

VAR0002

1

VAR00022 VAR0002

3

VAR0002

4

Anti-image

Correlation

VAR0000

7-.099 .031 -.050 .166

VAR0000

8.026 .032 .010 .011

VAR0000

9.113 -.079 -.064 -.038

VAR0001

0.022 -.062 .032 -.050

VAR0001

1.131 .041 -.064 -.113

VAR0001

2-.023 -.070 -.145 .141

VAR0001

3-.181 .000 .030 .053

VAR0001

4.050 .013 .025 -.065

VAR0001

5

-.121 -.149 -.063 .022

89


VAR0001

6-.067 -.008 .068 -.068

VAR0001

7-.046 .046 .019 -.102

VAR0001

8.088 -.049 -.041 .026

VAR0001

9-.125 -.033 .061 .068

VAR0002

0-.062 -.116 .020 .008

VAR0002

1.836 -.075 -.078 -.189

VAR0002

2-.075 .899 -.198 -.198

VAR0002

3-.078 -.198 .871 -.130

VAR0002

4-.189 -.198 -.130 .779

VAR0002

5.084 -.051 .012 -.294

VAR0002

6-.006 .033 .100 -.155

VAR0002

7

-.089 -.016 -.161 .160

90


VAR0002

8.024 -.053 .031 -.130

VAR0002

9-.081 .080 -.189 -.120

VAR0003

0-.202 -.057 -.023 .106

Anti-image Matrices

VAR0002

5

VAR0002

6

VAR0002

7

VAR0002

8

Anti-image

Correlation

VAR0000

7.061 -.011 .070 -.155

VAR0000

8-.096 -.061 .079 .023

VAR0000

9.006 .085 -.094 -.029

VAR0001

0.087 .004 -.118 -.017

VAR0001

1.003 .117 -.152 -.036

VAR0001

2-.093 -.066 .046 -.026

VAR0001

3

-.061 -.093 .026 -.125

91


VAR0001

4-.056 .034 -.065 -.077

VAR0001

5-.191 -.046 .013 .067

VAR0001

6.047 -.102 -.036 .160

VAR0001

7.027 .036 .058 .035

VAR0001

8.029 .019 -.014 -.031

VAR0001

9-.114 .050 -.033 .048

VAR0002

0-.026 -.165 -.021 -.064

VAR0002

1.084 -.006 -.089 .024

VAR0002

2-.051 .033 -.016 -.053

VAR0002

3.012 .100 -.161 .031

VAR0002

4-.294 -.155 .160 -.130

VAR0002

5

.847 -.094 -.121 -.009

92


VAR0002

6-.094 .841 -.366 -.060

VAR0002

7-.121 -.366 .822 -.194

VAR0002

8-.009 -.060 -.194 .846

VAR0002

9-.095 .064 -.084 -.140

VAR0003

0-.077 -.070 .034 -.112

Anti-image Matrices

VAR00029 VAR00030

Anti-image Correlation VAR00007 -.002 -.075

VAR00008 -.151 -.117

VAR00009 .081 -.056

VAR00010 -.097 -.047

VAR00011 .101 -.157

VAR00012 .088 .050

VAR00013 .114 .068

VAR00014 -.136 -.004

VAR00015 .157 -.060

93


VAR00016 -.083 -.002

VAR00017 .087 -.188

VAR00018 .005 .024

VAR00019 -.148 -.069

VAR00020 -.025 -.028

VAR00021 -.081 -.202

VAR00022 .080 -.057

VAR00023 -.189 -.023

VAR00024 -.120 .106

VAR00025 -.095 -.077

VAR00026 .064 -.070

VAR00027 -.084 .034

VAR00028 -.140 -.112

VAR00029 .848 -.111

VAR00030 -.111 .888

a. Measures of Sampling Adequacy(MSA)

Communalities

Initial Extractio

n

94


VAR0000

11.000 .740

VAR0000

21.000 .732

VAR0000

31.000 .684

VAR0000

41.000 .523

VAR0000

51.000 .622

VAR0000

61.000 .506

VAR0000

71.000 .620

VAR0000

81.000 .578

VAR0000

91.000 .547

VAR0001

01.000 .467

VAR0001

11.000 .575

VAR0001

21.000 .590

95


VAR0001

31.000 .424

VAR0001

41.000 .530

VAR0001

51.000 .643

VAR0001

61.000 .568

VAR0001

71.000 .532

VAR0001

81.000 .703

VAR0001

91.000 .630

VAR0002

01.000 .648

VAR0002

11.000 .488

VAR0002

21.000 .543

VAR0002

31.000 .552

VAR0002

41.000 .566

96


VAR0002

51.000 .506

VAR0002

61.000 .694

VAR0002

71.000 .552

VAR0002

81.000 .515

VAR0002

91.000 .604

VAR0003

01.000 .507

Extraction Method: Principal

Component Analysis.

Total Variance Explained

Com

pone

nt

Initial Eigenvalues Extraction Sums of

Squared Loadings

Rotation Sums of

Squared Loadings

Total % of

Varianc

e

Cumulati

ve %

Total % of

Variance

Cumul

ative

%

Total % of

Varianc

e

Cumulati

ve %

1 7.165 23.884 23.884 7.165 23.884 23.884 2.942 9.806 9.806

2 2.217 7.391 31.276 2.217 7.391 31.276 2.728 9.094 18.900

3 1.665 5.549 36.825 1.665 5.549 36.825 2.536 8.454 27.355

97


4 1.475 4.915 41.740 1.475 4.915 41.740 2.071 6.903 34.258

5 1.352 4.506 46.246 1.352 4.506 46.246 2.030 6.768 41.026

6 1.236 4.120 50.366 1.236 4.120 50.366 1.897 6.325 47.350

7 1.187 3.957 54.323 1.187 3.957 54.323 1.640 5.467 52.818

8 1.091 3.636 57.959 1.091 3.636 57.959 1.542 5.142 57.959

9 .969 3.230 61.189

10 .908 3.026 64.215

11 .873 2.910 67.125

12 .823 2.742 69.867

13 .816 2.721 72.589

14 .769 2.562 75.151

15 .705 2.349 77.500

16 .699 2.330 79.830

17 .642 2.142 81.972

18 .607 2.023 83.995

19 .563 1.878 85.873

20 .511 1.703 87.576

21 .500 1.665 89.241

22 .462 1.541 90.782

23 .431 1.437 92.220

24 .413 1.377 93.596

98


25 .396 1.319 94.916

26 .372 1.239 96.154

27 .351 1.170 97.324

28 .316 1.053 98.377

29 .258 .861 99.237

30 .229 .763 100.000


99


Component Matrixa

Component

1 2 3 4 5 6 7 8

VAR000

30.589

VAR000

16.574

VAR000

08.574 .435

VAR000

22.559

VAR000

10.525

VAR000

29.523

VAR000

25.513 -.418

VAR000

27.504

VAR000

23.504 .450

VAR000

09.500 .435

100


VAR000

04.492 -.435

VAR000

24.491

VAR000

13.478

VAR000

21.474

VAR000

28.464 -.457

VAR000

05.463 -.416

VAR000

06.403

VAR000

14

VAR000

02.446 -.676

VAR000

01.524 -.651

VAR000

03.532 -.585

VAR000

07.636

101


VAR000

15.447 .606

VAR000

17.443 .454

VAR000

12.489 .511

VAR000

11.418 .423

VAR000

20.434 .488

VAR000

19.497 .501

VAR000

18.440 .465

VAR000

26.522 -.534


a. 8 components extracted.

Rotated Component Matrixa

Component

1 2 3 4 5 6 7 8

102


VAR000

02.835

VAR000

01.822

VAR000

03.682

VAR000

04.646

VAR000

07.760

VAR000

08.689

VAR000

10.535

VAR000

30.526

VAR000

24.666

VAR000

23.657

VAR000

29.433 .570

VAR000

22.524

103


VAR000

25.522

VAR000

21

VAR000

26.770

VAR000

27.634

VAR000

28

VAR000

15.720

VAR000

17.574

VAR000

14.561

VAR000

16.481

VAR000

11.691

VAR000

12.650

VAR000

09.409 .449

104


VAR000

13

VAR000

18.794

VAR000

20.646

VAR000

19.513

VAR000

05.683

VAR000

06.555


Rotation Method: Varimax with Kaiser Normalization.

a. Rotation converged in 9 iterations.

Component Transformation Matrix

Componen

t

1 2 3 4 5 6 7 8

1 .410 .449 .446 .357 .308 .308 .255 .224

2 -.845 .172 .243 .268 .235 -.121 .211 -.107

3 -.054 .763 -.475 -.360 .050 -.165 .088 .148

4 .077 -.282 -.093 -.351 .881 -.042 .057 -.050

5 -.294 -.080 -.308 -.010 .030 .838 -.142 .297

105


6 -.004 -.316 -.240 .149 -.081 -.235 .604 .628

7 .106 -.025 -.274 .043 -.093 .276 .638 -.648

8 -.111 -.023 .530 -.724 -.236 .166 .297 .108


Rotation Method: Varimax with Kaiser Normalization.

106

Education

customer perception towards internet banking final report