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4.3 CORRELATION
A correlation is a single number that describes the degree of
relationship between two variables. The correlation is a way to measure howassociated or related two variables are. There are two types or directions of
correlation. These are called positive correlation and negative correlation. In
a positive correlation, as the values of one of the variables increase, the
values of the second variable also increase. Likewise, as the value of one of
the variables decreases, the value of the other variable also decreases. In a
negative correlation, when the value of one of the variable increases, the
values of the second variable decreases. Correlations, whether positive or
negative, range in their strength from weak to strong. Two observations
from the correlation results have been considered: the Pearson correlation
and the significance level. The results of the correlation analysis are given
below:
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4.3.1 Table 1
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Correlations
Taking our
service from:
Janata Insurance
Company Ltd.
has modern
looking
equipment
The physical
facilities are
visually
appealing
Employees are
neat in their
appearance
The internal
decoration/arran
gements are
comfortable
The stuff function
is sufficient to the
customers ratio
Taking our service from: Pearson Correlation 1 -.362* -.018 -.278 -.140 .166
Sig. (2-tailed) .050 .926 .137 .460 .382
N 30 30 30 30 30 30
Janata Insurance Company
Ltd. has modern looking
equipment
Pearson Correlation -.362* 1 .558** .440* -.411* -.325
Sig. (2-tailed) .050 .001 .015 .024 .079
N 30 30 30 30 30 30
The physical facilities are
visually appealing
Pearson Correlation -.018 .558** 1 .222 -.013 -.094
Sig. (2-tailed) .926 .001 .238 .946 .622
N 30 30 30 30 30 30
Employees are neat in their
appearance
Pearson Correlation -.278 .440* .222 1 -.211 -.141
Sig. (2-tailed) .137 .015 .238 .262 .458
N 30 30 30 30 30 30
The internal
decoration/arrangements are
comfortable
Pearson Correlation -.140 -.411* -.013 -.211 1 .062
Sig. (2-tailed) .460 .024 .946 .262 .745
N 30 30 30 30 30 30
The stuff function is sufficient
to the customers ratio
Pearson Correlation .166 -.325 -.094 -.141 .062 1
Sig. (2-tailed) .382 .079 .622 .458 .745
N 30 30 30 30 30 30
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4.3.2 Table 2
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Correlations
Taking our
service from:
Janata Insurance
Company Ltd.
provides
services when
promised
Employees show
sincere interest
in solving your
problems
Errors corrected
promptly
Janata Insurance
Company Ltd. is
confidential
about your
account
information
You always get
the accurate
information at
time
Taking our service from: Pearson Correlation 1 -.142 -.227 .044 .090 .149
Sig. (2-tailed) .454 .227 .819 .636 .433
N 30 30 30 30 30 30
Janata Insurance Company
Ltd. provides services when
promised
Pearson Correlation -.142 1 .139 .054 -.069 .042
Sig. (2-tailed) .454 .464 .775 .716 .827
N 30 30 30 30 30 30
Employees show sincere
interest in solving your
problems
Pearson Correlation -.227 .139 1 .041 -.089 .171
Sig. (2-tailed) .227 .464 .829 .642 .367
N 30 30 30 30 30 30
Errors corrected promptly Pearson Correlation .044 .054 .041 1 .207 .123
Sig. (2-tailed) .819 .775 .829 .272 .516
N 30 30 30 30 30 30
Janata Insurance Company
Ltd. is confidential about your
account information
Pearson Correlation .090 -.069 -.089 .207 1 .268
Sig. (2-tailed) .636 .716 .642 .272 .152
N 30 30 30 30 30 30
You always get the accurate
information at time
Pearson Correlation .149 .042 .171 .123 .268 1
Sig. (2-tailed) .433 .827 .367 .516 .152
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4.3.3 Table 3
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Correlations
Taking our
service from:
Employees give
you prompt
service
Employees are
always willing to
help you
Employees are
never too busy to
respond to your
request
You can speak
to the higher
authority easily if
you need to
You dont need to
wait for a long
time for receiving
services
Taking our service from: Pearson Correlation 1 -.333 -.322 -.208 .233 .030
Sig. (2-tailed) .072 .082 .271 .216 .875
N 30 30 30 30 30 30
Employees give you prompt
service
Pearson Correlation -.333 1 .247 .320 .195 .371*
Sig. (2-tailed) .072 .189 .085 .301 .044
N 30 30 30 30 30 30
Employees are always willing
to help you
Pearson Correlation -.322 .247 1 .191 -.253 .404*
Sig. (2-tailed) .082 .189 .312 .178 .027
N 30 30 30 30 30 30
Employees are never too
busy to respond to your
request
Pearson Correlation -.208 .320 .191 1 -.045 .225
Sig. (2-tailed) .271 .085 .312 .812 .232
N 30 30 30 30 30 30
You can speak to the higher
authority easily if you need to
Pearson Correlation .233 .195 -.253 -.045 1 -.064
Sig. (2-tailed) .216 .301 .178 .812 .736
N 30 30 30 30 30 30
You dont need to wait for a
long time for receiving
services
Pearson Correlation .030 .371* .404* .225 -.064 1
Sig. (2-tailed) .875 .044 .027 .232 .736
N 30 30 30 30 30 30
*. Correlation is significant at the 0.05 level (2-tailed).
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4.3.4 Table 4
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Correlations
Taking our
service from:
The behavior of
employees
instills
confidence in
you
You feel safe in
your transactions
with Janata
Insurance
Company Ltd
Employees are
consistently
courteous with
you
Employees have
knowledge to
answering your
quarries
The security
system/facilities
are enough
Taking our service from: Pearson Correlation 1 .203 -.201 -.559** .107 -.029
Sig. (2-tailed) .281 .287 .001 .574 .879
N 30 30 30 30 30 30
The behavior of employees
instills confidence in you
Pearson Correlation .203 1 -.079 .062 -.127 -.057
Sig. (2-tailed) .281 .680 .743 .503 .766
N 30 30 30 30 30 30
You feel safe in your
transactions with Janata
Insurance Company Ltd
Pearson Correlation -.201 -.079 1 .216 -.025 .157
Sig. (2-tailed) .287 .680 .252 .895 .408
N 30 30 30 30 30 30
Employees are consistently
courteous with you
Pearson Correlation -.559** .062 .216 1 -.224 -.104
Sig. (2-tailed) .001 .743 .252 .233 .585
N 30 30 30 30 30 30
Employees have knowledge
to answering your quarries
Pearson Correlation .107 -.127 -.025 -.224 1 .018
Sig. (2-tailed) .574 .503 .895 .233 .924
N 30 30 30 30 30 30
The security system/facilities
are enough
Pearson Correlation -.029 -.057 .157 -.104 .018 1
Sig. (2-tailed) .879 .766 .408 .585 .924
N 30 30 30 30 30 30
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4.3.5 Table 5
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Correlations
Taking our
service from:
Janata Insurance
Company Ltd.
gives you
individual
attention
Service hours
are Convenient
Employees
understand the
specific needs of
customers
Employees
seemed caring
while dealing with
you
Taking our service from: Pearson Correlation 1 .252 .189 .007 .039
Sig. (2-tailed) .179 .317 .971 .839
N 30 30 30 30 30
Janata Insurance Company
Ltd. gives you individual
attention
Pearson Correlation .252 1 .056 .134 -.309
Sig. (2-tailed) .179 .768 .479 .097
N 30 30 30 30 30
Service hours are
Convenient
Pearson Correlation .189 .056 1 -.054 .196
Sig. (2-tailed) .317 .768 .776 .299
N 30 30 30 30 30
Employees understand the
specific needs of customers
Pearson Correlation .007 .134 -.054 1 .076
Sig. (2-tailed) .971 .479 .776 .688
N 30 30 30 30 30
Employees seemed caring
while dealing with you
Pearson Correlation .039 -.309 .196 .076 1
Sig. (2-tailed) .839 .097 .299 .688
N 30 30 30 30 30
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4.3.6 Table 6
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Correlations
Taking our
service from:
Claim recovery
process was
faster than you
were expecting
So many paper
work need to
done for claim
process
You have faith
on claim
recovery of
Janata Insurance
Company Ltd
From claim to
recovery, the
whole process
need more time
than promised
Claim
Department
needs more
improvement
Taking our service from: Pearson Correlation 1 -.112 -.012 .013 .192 .098
Sig. (2-tailed) .556 .948 .946 .309 .607
N 30 30 30 30 30 30
Claim recovery process was
faster than you were
expecting
Pearson Correlation -.112 1 -.099 -.371* -.365* -.368*
Sig. (2-tailed) .556 .603 .043 .047 .045
N 30 30 30 30 30 30
So many paper work need to
done for claim process
Pearson Correlation -.012 -.099 1 .472** .048 -.224
Sig. (2-tailed) .948 .603 .008 .800 .234
N 30 30 30 30 30 30
You have faith on claim
recovery of Janata Insurance
Company Ltd
Pearson Correlation .013 -.371* .472** 1 .110 .127
Sig. (2-tailed) .946 .043 .008 .564 .502
N 30 30 30 30 30 30
From claim to recovery, the
whole process need more
time than promised
Pearson Correlation .192 -.365* .048 .110 1 .243
Sig. (2-tailed) .309 .047 .800 .564 .196
N 30 30 30 30 30 30
Claim Department needs
more improvement
Pearson Correlation .098 -.368* -.224 .127 .243 1
Sig. (2-tailed) .607 .045 .234 .502 .196
N 30 30 30 30 30 30
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4.3.7 Table 7
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Correlations
Taking our
service from:
You are satisfied
with the return
on investment
from your
insurance policy
Most of the
customer thinks
that, Janata
Insurance
Company Ltd.
needs more
advertisement of
their company
and its services
You are fully
satisfied with the
services of
Janata Insurance
Company Ltd
The service
offered by
Janata Insurance
Company ltd.,
compared to
other Insurance
company is
better
The possibility
that you are
going to
repurchase the
service of Janata
Insurance
Company Ltd. Is
high
Taking our service from: Pearson Correlation 1 .078 -.024 -.478** .340 -.167
Sig. (2-tailed) .682 .898 .008 .066 .378
N 30 30 30 30 30 30
You are satisfied with the
return on investment from
your insurance policy
Pearson Correlation .078 1 -.040 .315 .387* -.164
Sig. (2-tailed) .682 .833 .090 .034 .385
N 30 30 30 30 30 30
Most of the customer thinks
that, Janata Insurance
Company Ltd. needs more
advertisement of their
company and its services
Pearson Correlation -.024 -.040 1 .000 -.039 -.323
Sig. (2-tailed) .898 .833 1.000 .839 .082
N 30 30 30 30 30 30
You are fully satisfied with
the services of Janata
Insurance Company Ltd
Pearson Correlation -.478** .315 .000 1 .076 .048
Sig. (2-tailed) .008 .090 1.000 .691 .799
N 30 30 30 30 30 30
The service offered by
Janata Insurance Company
Pearson Correlation .340 .387* -.039 .076 1 .044
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4.4 Regression Analysis
4 .4.1 Hypothesis #1 Tangibility of JICL affects Overall
Perception
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .076a .006 -.030 2.48109
a. Predictors: (Constant), Tangible
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 1.004 1 1.004 .163 .689a
Residual 172.362 28 6.156
Total 173.367 29
a. Predictors: (Constant), Tangible
b. Dependent Variable: Overall_Perception
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) 24.680 3.610 6.837 .000
Tangible -.092 .228 -.076 -.404 .689
a. Dependent Variable: Overall_Perception
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4 .4.2 Hypothesis #2 Reliability of JICL affects Overall
Perception
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .119a .014 -.021 2.47052
a. Predictors: (Constant), Reliability
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 2.470 1 2.470 .405 .530a
Residual 170.897 28 6.103
Total 173.367 29
a. Predictors: (Constant), Reliability
b. Dependent Variable: Overall_Perception
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) 25.019 2.842 8.802 .000
Reliability -.122 .192 -.119 -.636 .530
a. Dependent Variable: Overall_Perception
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4 .4.3 Hypothesis #3 Responsiveness of JICL affects
Overall Perception
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .059a .003 -.032 2.48402
a. Predictors: (Constant), Responsiveness
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression .597 1 .597 .097 .758a
Residual 172.770 28 6.170
Total 173.367 29
a. Predictors: (Constant), Responsiveness
b. Dependent Variable: Overall_Perception
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) 22.599 2.089 10.820 .000
Responsiveness .056 .180 .059 .311 .758
a. Dependent Variable: Overall_Perception
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4 .4.4 Hypothesis #4 Assurance of JICL affects Overall
Perception
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .286a .082 .049 2.38458
a. Predictors: (Constant), Assurance
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 14.153 1 14.153 2.489 .126a
Residual 159.214 28 5.686
Total 173.367 29
a. Predictors: (Constant), Assurance
b. Dependent Variable: Overall_Perception
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) 17.858 3.435 5.199 .000
Assurance .370 .234 .286 1.578 .126
a. Dependent Variable: Overall_Perception
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4 .4.5 Hypothesis #5 Empathy of JICL affects Overall
Perception
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .318a .101 .069 2.35937
a. Predictors: (Constant), Empathy
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 17.501 1 17.501 3.144 .087a
Residual 155.865 28 5.567
Total 173.367 29
a. Predictors: (Constant), Empathy
b. Dependent Variable: Overall_Perception
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) 28.116 2.787 10.088 .000
Empathy -.451 .254 -.318 -1.773 .087
a. Dependent Variable: Overall_Perception
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4 .4.6 Hypothesis #6 Claim Recovery of JICL affects
Overall Perception
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .233a .054 .021 2.41970
a. Predictors: (Constant), Claim_Recovery
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 9.428 1 9.428 1.610 .215a
Residual 163.939 28 5.855
Total 173.367 29
a. Predictors: (Constant), Claim_Recovery
b. Dependent Variable: Overall_Perception
Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) 17.358 4.651 3.732 .001
Claim_Recovery .342 .269 .233 1.269 .215
a. Dependent Variable: Overall_Perception
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4.5 Crosstabs
4.5.1 Tangible * Overall_Perception Crosstabulation
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Tangible * Overall_Perception 30 100.0% 0 .0% 30 100.0%
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Tangible * Overall_Perception Crosstabulation
Count
Overall_Perception
Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00
Tangible 11.00 0 0 0 0 0 1 0 0 0 0 1
12.00 0 0 1 0 0 0 0 0 1 0 2
13.00 0 0 0 0 1 0 0 0 0 0 1
14.00 0 2 0 1 0 0 0 1 0 0 4
15.00 0 0 0 1 2 0 1 0 0 1 5
16.00 0 0 1 0 0 1 0 1 0 0 3
17.00 1 1 1 1 2 0 1 1 1 0 9
18.00 0 0 0 1 1 0 1 1 0 0 4
19.00 0 1 0 0 0 0 0 0 0 0 1
Total 1 4 3 4 6 2 3 4 2 1 30
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Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 65.028a 72 .707
Likelihood Ratio 51.700 72 .966
Linear-by-Linear Association .168 1 .682
N of Valid Cases 30
a. 90 cells (100.0%) have expected count less than 5. The minimum expected
count is .03.
4.5.2 Reliability * Overall_Perception Crosstabulation
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Reliability * Overall_Perception 30 100.0% 0 .0% 30 100.0%
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Reliability * Overall_Perception Crosstabulation
Count
Overall_Perception
Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00
Reliability 10.00 0 0 0 0 0 1 0 0 0 0 1
11.00 0 0 0 0 0 0 0 0 1 0 1
12.00 0 0 2 0 0 0 1 0 0 1 4
13.00 1 0 0 1 2 0 0 0 0 0 4
14.00 0 2 0 1 2 0 0 1 0 0 6
15.00 0 0 1 0 0 0 1 1 1 0 4
16.00 0 0 0 0 2 1 0 1 0 0 4
17.00 0 0 0 1 0 0 0 1 0 0 2
18.00 0 2 0 0 0 0 0 0 0 0 2
19.00 0 0 0 0 0 0 1 0 0 0 1
20.00 0 0 0 1 0 0 0 0 0 0 1
Total 1 4 3 4 6 2 3 4 2 1 30
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Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 106.458a 90 .114
Likelihood Ratio 75.799 90 .858
Linear-by-Linear Association .413 1 .520
N of Valid Cases 30
a. 110 cells (100.0%) have expected count less than 5. The minimum expected
count is .03.
4.5.3 Responsiveness * Overall_Perception Crosstabulation
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Responsiveness *
Overall_Perception
30 100.0% 0 .0% 30 100.0%
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Responsiveness * Overall_Perception Crosstabulation
Count
Overall_Perception
Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00
Responsiveness 7.00 0 0 1 0 0 0 0 0 1 1 3
9.00 1 2 0 1 0 0 0 1 0 0 5
10.00 0 1 0 1 0 0 0 2 0 0 4
11.00 0 1 0 0 2 0 0 1 0 0 4
12.00 0 0 1 2 0 0 1 0 0 0 4
13.00 0 0 1 0 2 0 1 0 0 0 4
14.00 0 0 0 0 0 1 1 0 0 0 2
15.00 0 0 0 0 1 1 0 0 1 0 3
17.00 0 0 0 0 1 0 0 0 0 0 1
Total 1 4 3 4 6 2 3 4 2 1 30
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Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 75.000a 72 .381
Likelihood Ratio 68.022 72 .611
Linear-by-Linear Association .100 1 .752
N of Valid Cases 30
a. 90 cells (100.0%) have expected count less than 5. The minimum expected
count is .03.
4.5.4 Assurance * Overall_Perception Crosstabulation
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Assurance * Overall_Perception 30 100.0% 0 .0% 30 100.0%
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Assurance * Overall_Perception Crosstabulation
Count
Overall_Perception
Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00
Assurance 10.00 0 0 0 0 0 0 0 0 1 0 1
12.00 0 2 0 0 0 0 0 0 0 0 2
13.00 1 0 0 1 3 2 0 0 0 0 7
14.00 0 1 1 0 0 0 0 1 0 0 3
15.00 0 1 2 2 0 0 2 3 0 0 10
16.00 0 0 0 1 1 0 1 0 0 0 3
17.00 0 0 0 0 1 0 0 0 1 0 2
18.00 0 0 0 0 1 0 0 0 0 0 1
19.00 0 0 0 0 0 0 0 0 0 1 1
Total 1 4 3 4 6 2 3 4 2 1 30
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Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 99.690a 72 .017
Likelihood Ratio 65.594 72 .690
Linear-by-Linear Association 2.367 1 .124
N of Valid Cases 30
a. 90 cells (100.0%) have expected count less than 5. The minimum expected
count is .03.
4.5.5 Empathy * Overall_Perception Crosstabulation
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Empathy * Overall_Perception 30 100.0% 0 .0% 30 100.0%
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Empathy * Overall_Perception Crosstabulation
Count
Overall_Perception
Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00
Empathy 6.00 0 0 0 0 0 0 0 1 0 0 1
8.00 0 0 0 0 0 0 1 0 1 0 2
9.00 0 0 0 1 0 0 0 0 0 0 1
10.00 0 0 1 1 1 2 2 1 1 0 9
11.00 1 1 0 0 4 0 0 0 0 0 6
12.00 0 1 1 2 1 0 0 1 0 0 6
13.00 0 2 1 0 0 0 0 1 0 0 4
14.00 0 0 0 0 0 0 0 0 0 1 1
Total 1 4 3 4 6 2 3 4 2 1 30
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Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 85.069a 63 .033
Likelihood Ratio 56.337 63 .711
Linear-by-Linear Association 2.928 1 .087
N of Valid Cases 30
a. 80 cells (100.0%) have expected count less than 5. The minimum expected
count is .03.
4.5.6 Claim_Recovery * Overall_Perception Crosstabulation
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Claim_Recovery *
Overall_Perception
30 100.0% 0 .0% 30 100.0%
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Claim_Recovery * Overall_Perception Crosstabulation
Count
Overall_Perception
Total19.00 20.00 21.00 22.00 23.00 24.00 25.00 26.00 27.00 28.00
Claim_Recovery 14.00 0 0 0 0 0 0 1 0 0 0 1
15.00 0 0 1 2 0 0 0 0 0 0 3
16.00 0 2 0 1 2 1 0 1 1 0 8
17.00 1 1 0 1 1 1 0 1 0 0 6
18.00 0 0 1 0 2 0 1 1 0 0 5
19.00 0 0 1 0 1 0 0 0 1 0 3
20.00 0 1 0 0 0 0 1 1 0 1 4
Total 1 4 3 4 6 2 3 4 2 1 30
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Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 50.542a 54 .609
Likelihood Ratio 46.521 54 .755
Linear-by-Linear Association 1.577 1 .209
N of Valid Cases 30
a. 70 cells (100.0%) have expected count less than 5. The minimum expected
count is .03.
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4.6 One Sample T-test
4.6.1 One Sample T-test of Tangibility
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Tangible 30 15.7000 2.01973 .36875
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the
Difference
Lower Upper
Tangible 42.576 29 .000 15.70000 14.9458 16.4542
4.6.2 One Sample T-test of Reliability
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Reliability 30 14.6000 2.38675 .43576
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the
Difference
Lower Upper
Reliability 33.505 29 .000 14.60000 13.7088 15.4912
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4.6.3 One Sample T-test of Responsiveness
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Responsiveness 30 11.3333 2.56412 .46814
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the
Difference
Lower Upper
Responsiveness 24.209 29 .000 11.33333 10.3759 12.2908
4.6.3 One Sample T-test of Assurance
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Assurance 30 14.5333 1.88887 .34486
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the
Difference
Lower Upper
Assurance 42.143 29 .000 14.53333 13.8280 15.2386
4.6.4 One Sample T-test of Empathy
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One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Empathy 30 10.8333 1.72374 .31471
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the
Difference
Lower Upper
Empathy 34.423 29 .000 10.83333 10.1897 11.4770
4.6.5 One Sample T-test of Claim Recovery
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Claim_Recovery 30 17.2000 1.66919 .30475
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the
Difference
Lower Upper
Claim_Recovery 56.439 29 .000 17.20000 16.5767 17.8233
4.6.6 One Sample T-test of Overall Perception
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One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
Overall_Perception 30 23.2333 2.44503 .44640
One-Sample Test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the
Difference
Lower Upper
Overall_Perception 52.046 29 .000 23.23333 22.3203 24.1463