## 4.1 Introduction

This chapter presents the information analysis and treatment of the consequences obtained in the context of the research inquiry. The analysis and determination of this research are presented in descriptive analysis, dependability analysis utilizing the Cronbach ‘s Alpha, mean and per centum of respondent, multiple arrested development analysis, additive arrested development analysis and hypotheses proving. In this portion, SPSS version 16.0 is used to analyse all the collected information. Thus, Pearson Coefficient correlativity analysis used to mensurate the grade of relatedness of independent variables and dependent variables.

Within one month period, there are 220 questionnaires that have been distributed to the undergraduate pupils in Malacca. There are 200 questionnaire were completed and returned. The consequences are presented harmonizing to the statistical trials that had been done.

## 4.2 Descriptive Analysis

Descriptive analysis is a frequence analysis of demographic informations which normally consists of age, gender, nationality, educational degree and so on. The intent of the analysis uses to supply an overview of the respondents and an penetration into their behavioural forms.

Frequency distributions were utilizations to obtain for all the respondent demographic and behavioural forms. The sample consists of 200 respondents from the population undergraduate pupils in Malacca.

## Table 4.1 Respondent Profile

## Respondent ‘s Demographic

## Frequency

## Percentage ( % )

Gender

Male

Female

81

119

40.5

59.5

Age

17-20

21-24

25-28

40

158

2

20.0

79.0

1.00

Nationality

Malayan

Others

196

4

98.0

2.00

Education

Bachelor ‘s Degree

Pre U/ Foundation

Master ‘s Degree

Diploma

Doctorate ‘s Degree

177

8

0

15

0

88.50

4.00

0.00

7.50

0.00

Marital position

Single

Married

Divorce

Widow

Widower

200

0

0

0

0

100.00

0.00

0.00

0.00

0.00

Montly Income/ Allowance

& A ; lt ; RM100

RM100 – RM500

RM500 – RM1000

Others

56

96

43

5

28.00

48.00

21.50

2.50

How many Bankss you presently cover with?

1

2

3

4

5

51

88

53

5

3

25.50

44.00

26.50

2.50

1.50

How frequently do you see your transact bank?

Everyday

1-2 times per hebdomad

1-2 times per month

1-2 times per twelvemonth

Others

3

78

110

8

1

1.50

39.00

55.00

4.00

0.50

How long have you been chosen your bank?

Less than 1 twelvemonth

1 twelvemonth to 3 old ages

4 twelvemonth to 6 old ages

More than 6 old ages

17

85

65

33

8.50

42.50

32.50

16.50

## 4.2.1 Gender

As showed in table 4.1, there were 119 female respondents which is 40.5 % and 81 respondents which is 59.5 % from a sum of 200 respondent. The respondent is indiscriminately selected from the population undergraduate pupils in Malacca.

## 4.2.2 Age Group

Table 4.1 shows the respondent ‘s age is range from 17 old ages old to 28 old ages old. The highest frequence of respondent the study is from the scope of 21 old ages old until 24 old ages old which is 158 respondents or 79 % followed by the age group of 17 old ages old until 20 old ages old which is 40 respondents or 20 % . However, there are merely 2 respondents or 1 % in the scope of 25 old ages old until 28 old ages old which is the lowest frequence of respondent.

## 4.2.3 Nationality

As illustrated in table 4.1 above, there are 196 Malayan respondents which are 98 % from the questionnaire distributed. Therefore, there are merely 4 foreign respondents which are 2 % who took portion in the questionnaire. It showed that Malacca University has local pupils ‘ more than international pupils.

## 4.2.4 Education

The undergraduate who respond to the questionnaire are bulk taking the unmarried man ‘s grade in the Malacca University which is 88.5 % or 177 respondents. Besides, there are 7.5 % respondent which is 15 respondents are presently taking the sheepskin class. There are 8 respondents which is 4 % taking the pre-U/ foundation class get the lowest frequence of respondent.

## 4.2.5 Marital Status

As the above tabular array 4.1 showed, all 200 respondents are still individual. They are all undergraduate still haven start their working or get downing a household.

## 4.2.6 Monthly Allowance/Income

Table 4.1 shows the monthly allowance or income of respondent. There were 96 respondents which is 48 % have monthly allowance or income in the scope of RM100 until RM 500. It showed that bulk of respondents monthly allowance is get from their parent or portion clip occupation. Besides, there were 56 respondents which are 28 % have monthly allowance or income is less than RM100 and 43 respondents which is 21.5 % respondent have monthly allowance or income in the scope of RM501 until RM1000. Therefore, there are merely 5 respondent which is 2.5 % have monthly allowance or income above RM1000.

## 4.2.7 How many Bankss you presently cover with?

As illustrated in table 4.1 above, there are 88 respondent which is 44 % presently deal with two Bankss followed by 53 respondents which is 26.5 % presently deal with three Bankss. Other than that, it showed that 51 respondents which is 25.5 % presently deal with one bank. They show their trueness to merely one bank. However, there are merely wholly 8 respondents which is 4 % presently deal with four or five bank. It besides showed that 100 % of answering trade with at least one bank.

## 4.2.8 How frequently do you see your transact bank?

Table 4.1 shows that how frequently answering have visit their transact bank. Majority respondent which is 55 % visit their transact bank 1-2 times per month. There are 39 % of answering visit their transact bank 1-2 times per hebdomad. However, there are 4 % respondents visit their transact bank 1-2 times per twelvemonth. There are merely 1.5 % respondents visit their transacting bank everyday. Last, the consequences shows that merely 0.5 % which is merely 1 respondent do non see their transact bank at all in a twelvemonth.

## 4.2.9 How long have you been chosen your bank?

Table 4.1 represent that 42.5 % which is 85 respondents have been with the bank in the scope of one twelvemonth to three old ages. There are 32.5 % which is 65 respondents have been chosen their bank in the scope of four twelvemonth to six old ages. Besides, there are 16.5 % which is 33 respondents have been with the bank more than six old ages. There are merely 8.5 % which is 17 respondents have been with the bank less than one old ages.

## 4.2.10 Descriptive Analysis for variables

Descriptive statistics for mean were obtained for the interval-scaled independent and dependent variables.

## Table 4.2 Descriptive Statisticss for variables

## Variables

## N for instances

## Mean

Dependability

200

3.534

Responsiveness

200

3.439

Assurance

200

3.664

Empathy

200

3.332

Tangible

200

3.776

Consumer Satisfaction

200

3.629

Corporate Image

200

3.874

Committedness

200

3.436

Conflict handling

200

3.551

Customer Loyalty

200

3.630

Table 4.2 showed the ensuing variables that are included in the analysis. All the variables get the mean above 3.00. This consequence shows that most of the respondents choose the reply of neither agree nor disagree or agree reply. However, touchable and corporate image acquire the highest mean which is 3.776 and 3.874. This two variables agencies are about to 4.00, it shows that bulk respondents agree their transact bank have a good corporate image and physical installations are visually appealing.

## 4.3 Reliability Analysis

Dependability estimations were determined for the graduated tables based on Cronbach ‘s coefficient Reliability is to prove the consistence of respondents ‘ reply to all the points in a step. In general, reliabilities less than 0.6 are considered to hapless. For those in the 0.7 scope are considered as acceptable. Therefore, dependabilities above 0.8 are good. ( Sekaran, 2004 ) .

## Table 4.3 Reliability Testing

## Variables

## N for instances

## N for Items

## Cronbach ‘s Alpha

Dependability

200

5

0.724

Responsiveness

200

5

0.744

Assurance

200

5

0.773

Empathy

200

5

0.738

Tangible

200

5

0.724

Consumer Satisfaction

200

5

0.768

Corporate Image

200

5

0.714

Committedness

200

5

0.730

Conflict Handling

200

5

0.733

Customer Loyalty

200

5

0.812

Table 4.11 present the ensuing variables that are included in the analysis. The dependability trial had been done to all the variables viz. client satisfaction, committedness, struggle handling, corporate image, dependability, reactivity, confidence, empathy, tangibles, and client trueness. The consequence shows that all the independent and dependent variables are above 0.7 which are accepted.

## 4.4 Multiple Arrested developments

Multiple arrested developments are done to analyze the coincident effects of several independent variables into dependent variables. The analysis used to understanding how much of the discrepancy in the dependant variable is explained by a set of forecasters. ( Sekaran, 2004 ) .

## Model Summary

Model

Roentgen

R Square

Adjusted R Square

Std. Mistake of the Estimate

1

.669a

.448

.422

.48389

The consequence of the multiple arrested development analysis shows that the coefficient of finding ( R square ) of the theoretical account is 0.448, bespeaking that the discrepancy in client trueness contributed by all the independent variable ( dependability, reactivity, confidence, empathy, tangibles, client satisfaction, corporate image, committedness and struggle handling ) up to 44.8 per centum. The adjusted R square shows a value of 0.422 which is 42.2 per centum.

## Table 4.4 Regression Analysis Results

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

-.517

.346

.137

Reliability ( X1 )

.077

.080

.338

Responsiveness ( X2 )

.138

.080

.086

Assurance ( X3 )

.087

.075

.249

Empathy ( X4 )

.120

.069

.085

Tangible ( X5 )

.166

.084

.049

Customer Satisfaction ( X6 )

.210

.081

.010

Corporate Image ( X7 )

.236

.070

.001

Commitment ( X8 )

.188

.070

.007

Conflict Handling ( X9 )

-.075

.077

.328

Dependent variable: Customer Loyalty

From the tabular array supra, as we can see the consequence of beta degree of dependability, reactivity, confidence, empathy, touchable, client satisfaction, committedness, and corporate is positive. It shows that there is a positive relationship between the independent variable and dependent variable. Therefore, the consequence of beta degree of corporate image is the highest among the variables with iˆ 0.236. However, the beta degree of struggle handling is -0.075. It shows that there is a negative relationship between client trueness and struggle handling. It means that when the bank struggle managing accomplishments lessening, the degree of client trueness will increase. It may be bespeak that when all the variables determine together, the variables of struggle handling became non of import when compare the other variables.

The multiple arrested development analysis shows that that there is no important in term of the affects of touchable, client satisfaction, struggle handling, dependability, confidence, empathy and duty towards the client trueness. It is non important difference at 1 % and 5 % . However, corporate image and committedness get the important value is 0.001 and 0.007 which is important difference at 1 % . The tabular array above can carry on a expression which is:

## Customer trueness ( Y ) = -0.157+0.077 ( X1 ) +0.138 ( X2 ) +0.087 ( X3 ) +0.120 ( X4 ) +0.166 ( X5 ) +0.210 ( X6 ) +

## 0.236 ( X7 ) +0.188 ( X8 ) + ( -0.075 ) ( X9 )

Each coefficient ( B ) tells the mean alteration in dependent variables ( Y ) given a unit alteration in each independent variable ( X ) while all of the others X are held changeless. If client trueness additions by one unit, the dependability will increase by 0.077 units, keeping all the others independent variables constant.

## 4.5 Linear Arrested development

Linear arrested development is used to analyze the relationship between one dependant and one independent variable.

## Table 4.5: Coefficients Analysis of dependability

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

1.924

.255

.000

Dependability

.483

.071

.000

Table 4.6 illustrates that the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Reliability ) . The important value of dependability is 0.000, which is important difference at 1 % in the analysis tabular array. So, the variable of dependability will impact client trueness towards bank. If client trueness additions by one unit, the dependability will increase by 0.483 units. It shows that there is positive relationship between client trueness and dependability. The tabular array above can carry on a expression which is:

## Customer Loyalty= 1.924+0.483 ( Reliability ) .

## Table 4.6: Coefficients Analysis of Responsibility

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

1.960

.235

.000

Responsiveness

.486

.067

.000

Table 4.6 represents the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Responsiveness ) . The important value of reactivity is 0.000, which is important difference at 1 % in the analysis tabular array. It shows that the variable of duty will impact client trueness towards bank. If client trueness additions by one unit, the reactivity will increase by 0.486 units. It shows that there is positive relationship between client trueness and reactivity. The tabular array above can carry on a expression which is:

## Customer Loyalty= 1.960+0.486 [ Responsiveness ]

## Table 4.7: Coefficients Analysis of Assurance

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

1.936

.261

.000

Assurance

.462

.070

.000

Table 4.7 illustrates that the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Assurance ) . The important value of confidence is 0.000, which is important difference at 1 % in the analysis tabular array. It shows that the variable of confidence will impact client trueness towards bank. If client trueness additions by one unit, the confidence will increase by 0.462 units. Therefore, there is positive relationship between client trueness and confidence. The tabular array above can carry on a expression which is:

## Customer Loyalty= 1.936+0.462 [ Assurance ]

## Table 4.8: Coefficients Analysis of Empathy

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

2.290

.225

.000

Empathy

0.402

.066

.000

Table 4.8 illustrates that the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Empathy ) . The important value of empathy is 0.000, which is important difference at 1 % in the analysis tabular array. It shows that the variable of empathy will impact client trueness towards bank. If client trueness additions by one unit, the empathy will increase by 0.402 units. Therefore, there is positive relationship between client trueness and empathy. The tabular array above can carry on a expression which is:

## Customer Loyalty= 2.290+0.402 [ Empathy ]

## Table 4.9: Coefficients Analysis of Tangible

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

1.671

.295

.000

Tangible

.519

.077

.000

The Table 4.9 showed that the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Tangible ) . The important value of touchable is 0.000, which is important difference at 1 % in the analysis tabular array. If client trueness additions by one unit, the tangible will increase by 0.519 units. Therefore, there is positive relationship between client trueness and touchable. It shows that the variable of touchable will impact client trueness towards bank. The tabular array above can carry on a expression which is:

## Customer Loyalty= 1.671+0.519 [ Tangible ]

## Table 4.10: Coefficients Analysis of Customer Satisfaction

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

1.477

.263

.000

Customer Satisfaction

.593

.072

.000

Table 4.10 represents the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Customer Satisfaction ) . The important value of client satisfaction is 0.000, which is important difference at 1 % in the analysis tabular array. It shows that the variable of client satisfaction will impact client trueness towards bank. If client trueness additions by one unit, the client satisfaction will increase by 0.593 units. Therefore, there is positive relationship between client trueness and client satisfaction. The tabular array above can carry on a expression which is:

## Customer Loyalty= 1.477+0.593 [ Customer Satisfaction ]

## Table 4.11: Coefficients Analysis of Corporate Image

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

1.729

.298

.000

Corporate Image

.491

.076

.000

Table 4.11 showed that the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Corporate Image ) . The important value of corporate image is 0.000, which is important difference at 1 % in the analysis tabular array. It shows that the variable of corporate image will impact client trueness towards bank. If client trueness additions by one unit, the corporate image will increase by 0.491 units. Therefore, there is positive relationship between client trueness and corporate image. The tabular array above can carry on a expression which is:

## Customer Loyalty= 1.729+0.491 [ Corporate Image ]

## Table 4.12: Coefficients Analysis of Commitment

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

2.054

.249

.000

Committedness

.459

.071

.000

Table 4.12 illustrates that the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Commitment ) . The important value of committedness is 0.000, which is important difference at 1 % in the analysis tabular array. It shows that the variable of committedness will impact client trueness towards bank. If client trueness additions by one unit, the committedness will increase by 0.459 units. Therefore, there is positive relationship between client trueness and committedness. The tabular array above can carry on a expression which is:

## Customer Loyalty= 2.054+ [ 0.459 Commitment ]

## Table 4.13: Coefficients Analysis of Conflict Handling

Model

Unstandardized Coefficients

Sig

Bacillus

Std.Error

( Constant )

2.269

.255

.000

Conflict handling

.383

.071

.000

Table 4.13 represents the coefficients analysis between dependent variable ( Customer trueness ) and independent variable ( Conflict Handling ) . The important value of struggle handling is 0.000, which is important difference at 1 % in the analysis tabular array. It shows that the variable of struggle handling will impact client trueness towards bank. If client trueness additions by one unit, the struggle handling will increase by 0.383 units. So, there is positive relationship between client trueness and struggle handling. The tabular array above can carry on a expression which is:

## Customer Loyalty= 2.269+ [ 0.383 Conflict Handling ]

## 4.6 Hypothesis Testing

This subdivision is structured is such a manner that it addresses the consequences for the hypotheses which were early presented. Hypothesis are been tested to find whether each of the hypothesis is been supported. In order to prove these hypotheses, Pearson coefficient correlativity analysis had been use with the guideline of general regulations refering the strength of association.

Correlation trial is conducted in this research to see whether there is a relationship between dependant and independent variables. A correlativity describes the strength of an association between variables.

Harmonizing to Franzblau ( 1958 ) , it proposed that the regulations of pollex about correlativity coefficient are determined by the strength of the associate which is the important degree. First, correlativity coefficient runing from nothing to approximately regarded as bespeaking no or negligible correlativity. Besides, correlativity coefficient falls in between 0.21 to 0.40 may considered as a low grade of correlativity. Therefore, correlativity coefficient runing from about 0.41 to 0.60 may bespeak that is a moderate grade of correlativity. The scope of coefficient of 0.61 to 0.80 indicates there is a pronounced grade of correlativity. Last, correlativity coefficient runing from about.80 to 1.00 may be regarded every bit high correlativity.

## Table 4.12: Correlation between the independent variables and the client trueness

Pearson Correlation ( R )

Sig.

( 2 tailed )

Nitrogen

Dependability

0.434

0.000**

200

Responsiveness

0.456

0.000**

200

Assurance

0.423

0.000**

200

Empathy

0.395

0.000**

200

Tangible

0.430

0.000**

200

Customer Satisfaction

0.507

0.000**

200

Corporate Image

0.417

0.000**

200

Committedness

0.415

0.000**

200

Conflict Handling

0.359

0.000**

200

**Correlation is important at the 0.01 degree ( 2-tailed ) .

## 4.6.1 Correlation between client trueness and dependability

H1: There is a important relationship between dependability and client trueness

Harmonizing at the tabular array 4.4 above, individual correlativity ( r-value ) showed a figure of 0.434 and P-value is 0.000 which means there is moderate grade of correlativity between client trueness and dependability. Therefore, there is correlativity between two variables since P-value is less than 0.01.The consequence shows that there is a important correlativity between client trueness and dependability. Therefore, hypothesis 1 will non be rejected.

## 4.6.2 Correlation between client trueness and reactivity

H2: There is a important relationship between reactivity and client trueness

Harmonizing at the tabular array 4.4 above, individual correlativity showed a figure of 0.456 and P-value is 0.000 which means there is moderate grade of correlativity between client trueness and reactivity. Besides, there is correlativity between two variables because P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and reactivity. Therefore, hypothesis 2 will non be rejected.

## 4.6.3 Correlation between client trueness and confidence

H3: There is a important relationship between confidence and client trueness

Harmonizing at the tabular array 4.4 above, individual correlativity showed a figure of 0.423 and P-value is 0.000 which means there is moderate grade of correlativity between client trueness and duty. Furthermore, there is correlativity between two variables because P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and confidence. Therefore, hypothesis 3 will non be rejected.

## 4.6.4 Correlation between client trueness and empathy

H4: There is a important relationship between empathy and client trueness

Harmonizing at the tabular array 4.4 above, individual correlativity showed a figure of 0.395 and P-value is 0.000 which means there is low grade of correlativity between client trueness and empathy. Furthermore, there is correlativity between two variables since P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and empathy. Therefore, hypothesis 4 will non be rejected.

## 4.6.5 Correlation between client trueness and touchable

H5: There is a important relationship between touchable and client trueness

Table 4.1 represent that individual correlativity is 0.430 and P-value is 0.000 which means there is moderate grade of correlativity between client trueness and touchable. In add-on, there is correlativity between two variables because the P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and touchable. Therefore, hypothesis 5 will non be rejected.

## 4.6.6 Correlation between client trueness and client satisfaction

H6: There is a important relationship between client satisfaction and client trueness

As illustrated in table 4.4 above, individual correlativity showed a figure of 0.507 and P-value is 0.000 which means there is moderate grade of correlativity between client trueness and client satisfaction. Furthermore, there is correlativity between two variables because P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and client satisfaction. Therefore, hypothesis 6 will non be rejected.

## 4.6.7 Correlation between client trueness and corporate image

H7: There is a important relationship between corporate image and client trueness

Harmonizing at the tabular array 4.4 above, individual correlativity showed a figure of 0.417 and P-value is 0.000 which means there is moderate grade of correlativity between client trueness and corporate image. Besides ; there is correlativity between two variables since P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and corporate image. Therefore, hypothesis 7 will non be rejected.

## 4.6.8 Correlation between client trueness and committedness

H8: There is a important relationship between committedness and client trueness

Harmonizing to the tabular array 4.4 above, individual correlativity showed a figure of 0.415 and P-value is 0.000 which means there is moderate grade of correlativity between client trueness and committedness. Besides, there is correlativity between two variables because P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and committedness. Therefore, hypothesis 8 will non be rejected.

## 4.6.9 Correlation between client trueness and struggle handling

H9: There is a important relationship between struggle handling and client trueness

Based on the tabular array 4.4 above, individual correlativity showed a figure of 0.359 and P-value is 0.000 which means there is low grade of correlativity between client trueness and struggle handling. Besides, there is correlativity between two variables since P-value is less than 0.01. The consequence shows that there is a important correlativity between client trueness and struggle handling. Therefore, hypothesis 9 will non be rejected.

## 4.7 Decision

The overall of the consequences has found out the reply for all the research inquiry as shown in chapter 1.The Pearson correlativity analysis shown there was important relationship between nine independent variable ( dependability, reactivity, confidence, empathy, tangibles, client satisfaction, committedness, struggle handling, and corporate image ) and dependent variable ( client trueness ) . Therefore, all hypotheses will non be rejected. Other than that, the Pearson correlativity analysis besides determines that client satisfaction is most of import factors affect client trueness towards bank.