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International Journal of Contemporary Business Studies Vol: 4, No: 6 JUNE, 2013 ISSN 2156-7506 Available online at http://w w w.akpinsight.webs.com Table 4.3: Summary of Means, Standard Deviations and Correlation Matrix Variables Mean SD Customer Satisfaction 4.13 1.03 Customer Satisfaction Empathy 3.47 0.732 0.188** X1 X2 X3 X4 X5 Page | 79 Tangibles 3.37 0.724 0.176** 0.512** Reliability 3.41 0.882 0.194** 0.554** 0.482** Responsiveness 3.42 0.734 0.201** 0.571** 0.383** 0.497** Assurance 3.31 0.727 0.212** 0.632** 0.615** 0.564** 0.606** Note: Correlation is significant at the **0.01 level (2-tailed) X1=Empathy, X2=Tangibles, X3=Reliability, X4=Responsiveness, X5=Assurance As shown in table 4.3, the correlation matrix indicates that service quality was positively and moderately correlated with customer satisfaction. The highest coefficient of correlation in this study between service quality variables and customer satisfaction however is 0.212, which is below the cutoff of 0.90 for the collinearity problem. Thus, multicollinearity problem does not occur in this study (Hair et al., 1998). These correlations are also further evidence of validity and reliability of measurement scales used in this research. (Barclays et al., 1995; Hair et al., 1998). There was a significant positive relationship between assurance and customer satisfaction (r = .212, n = 51, p
International Journal of Contemporary Business Studies Vol: 4, No: 6 JUNE, 2013 ISSN 2156-7506 Available online at http://w w w.akpinsight.webs.com this study met the assumptions required to ensure validity of its significance test (Ooi et al., 2006). Based on Table 4.4, empathy (B = 0.261) has the strongest impact on customer satisfaction which is significant at 0.05 level followed by reliability (B = 0.194). The F value of 24.726 is significant at the 0.05 level. This shows that the model is fit and the F-value is large. According to the result of Table 4.4, R 2 of 0.344 indicates that 34.4% of variation in customer satisfaction is explained by the independent variables empathy and reliability. Meanwhile, 75.3% of the changes in customer satisfaction are explained by other factors or variables which were not taken into consideration in this study. Page | 80 Table 4.4: Coefficients a Unstandardized Standardized Collinearity Model Coefficients Coefficients t Sig. Statistics Std. B Beta Tolerance VIF Error 1 (Constant) 0.348 0.293 1.187 0.237 Empathy 0.261 0.039 0.106 2.026 0.000 0.808 1.237 Tangibles 0.078 0.063 0.238 4.124 0.000 0.834 1.200 Reliability 0.194 0.058 0.189 3.335 0.000 0.887 1.128 Responsiveness 0.095 0.037 0.212 2.554 0.000 0.882 1.012 Assurance 0.076 0.033 0.223 2.310 0.000 0.798 1.211 R 2 0.344 Adj. R 2 0.331 Sig. F .000 a F-value 24.726 a Dependent Variable: Customer Satisfaction 5.0 CONCLUSION In this study, the interrelationship of studied variables including empathy, tangibles, reliability, responsiveness and assurance were examined by correlation analysis. The findings imply that all variables had mean value of greater than average on a five point Likert scale and empathy as an important variable had the highest mean value. In addition all studied variables had significant correlations with each other. The nature of banking services encourages customers to demand the highest possible quality. In order to achieve this, it is essential to be very close to customers to capture information on customer current and future expectations and perceptions. The main objective of this study was to examine the affect of online service quality on customer satisfaction. A lot of research has indicated SERVQUAL as the instrument for measure of service quality. SERVQUAL appears to be a consistent and reliable scale to measure online banking service quality. The study hopes to provide guidance and reference for the management of commercial banks in Malaysia. C opyright © 2 0 13. A cademy of Knowledge P rocess
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