CASE A: PORTAL SATISFACTION AND LOYALTY OF MALAYSIAN SMEs

By CRE8TIVE (Group 8)

Sample Profile:

Question 2: Does Satisfaction Vary by Position?

ANOVA
MEAN_SATISFACTION

Sum of Squares df Mean Square F Sig.

Between Groups 22.805 3 7.602 4.993 .002

Within Groups 625.767 411 1.523
Total 648.572 414

Question 3: Does satisfaction vary by sector?

ANOVA
MEAN_SATISFACTION

Sum of Squares df Mean Square F Sig.

Between Groups 277.093 11 25.190 27.328 .000

Within Groups 371.479 403 .922
Total 648.572 414

Question 4: Does satisfaction vary by size (small vs medium)?

Group Statistics

COMPANY
SIZE N Mean Std. Deviation Std. Error Mean

MEAN_SATISFACTION SMALL 32 4.8000 .62631 .11072

MEDIUM 24 3.6000 .88268 .18018

 Independent Samples Test

Levene's Test for

Equality of
Variances t-test for Equality of Means

Sig. (2- Mean Std. Error

F Sig. t df tailed) Difference Difference

MEAN_SATISF Equal variances

9.257 .004 5.954 54 .000 1.20000 .20154
ACTION assumed

Equal variances not

5.674 39.473 .000 1.20000 .21148
assumed

QUESTION 5: Is there a relationship between size and perception of satisfaction?

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

LEVEL *
415 100.0% 0 .0% 415 100.0%
COMPANY_SIZE_

LEVEL * COMPANY_SIZE_ Crosstabulation

COMPANY_SIZE_

SMALL MEDIUM Total

LEVEL 1 Count 8 32 40

Expected Count 23.1 16.9 40.0

% within LEVEL 20.0% 80.0% 100.0%

% within
3.3% 18.3% 9.6%
COMPANY_SIZE_

% of Total 1.9% 7.7% 9.6%

2 Count 168 119 287

Expected Count 166.0 121.0 287.0

% within LEVEL 58.5% 41.5% 100.0%

% within 70.0% 68.0% 69.2%

COMPANY_SIZE_
 % of Total 40.5% 28.7% 69.2%

3 Count 64 24 88

Expected Count 50.9 37.1 88.0

% within LEVEL 72.7% 27.3% 100.0%

% within
26.7% 13.7% 21.2%
COMPANY_SIZE_

% of Total 15.4% 5.8% 21.2%

Total Count 240 175 415

Expected Count 240.0 175.0 415.0

% within LEVEL 57.8% 42.2% 100.0%

% within
100.0% 100.0% 100.0%
COMPANY_SIZE_

% of Total 57.8% 42.2% 100.0%

Chi-Square Tests

Asymp. Sig. (2-

Value df sided)

Pearson Chi-Square 31.541a 2 .000

Likelihood Ratio 32.470 2 .000
Linear-by-Linear
26.644 1 .000
Association
N of Valid Cases 415

a. 0 cells (.0%) have expected count less than 5. The minimum

expected count is 16.87.