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The document analyzes the reliability and relationships between factors related to online customer satisfaction. It finds that all factors measured, including website security, website design, service quality, and merchandise attributes, are highly reliable based on Cronbach's alpha scores. Pearson correlation and coefficient analyses show significant positive relationships between all factors and customer satisfaction, with merchandise attributes having the strongest correlation. The hypotheses that each factor is significantly related to customer satisfaction are all supported by the data and analyses in the study.

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Hakim Anuar
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24 views3 pages

Project Paper

The document analyzes the reliability and relationships between factors related to online customer satisfaction. It finds that all factors measured, including website security, website design, service quality, and merchandise attributes, are highly reliable based on Cronbach's alpha scores. Pearson correlation and coefficient analyses show significant positive relationships between all factors and customer satisfaction, with merchandise attributes having the strongest correlation. The hypotheses that each factor is significantly related to customer satisfaction are all supported by the data and analyses in the study.

Uploaded by

Hakim Anuar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Example of different Test.

Reliability Analysis

Variables Number of Cronbach’s Reliability

Items Alpha

Customer Satisfaction 5 0.919 Reliable

Website Security 5 0.901 Reliable

Website Design 5 0.856 Reliable

Service Quality 5 0.872 Reliable

Merchandise 5 0.903 Reliable


Attribute

Pearson Correlation Analysis

Customer Satisfaction Website Website Service Merchandi


security Design Quality se
Attribute

Pearson Customer 1
Correlatio Satisfactio
n n

Website 0.763 1
Security

Website 0.742 0.873 1


Design

Service 0.762 0.760 0.794 1


Quality

Merchandi 0.908 0.748 0.746 0.839 1


se
Attribute

Table 4.6 Coefficient Analysis

Unstandardized Standardized t Sig.

Coefficients Coefficients
B Std. Error Beta

1 (Constant) -0.294 0.089 -3.306 0.001

WS 0.175 0.049 0.161 3.591 <0.001

WD -0.123 0.040 -0.13 -3.121 <0.002

SQ 0.163 0.072 0.162 2.274 0.024

MA 0.666 0.039 0.626 17.161 <0.001

Unstandardized

Coefficients Standardized

Coefficients t Sig.

B Std. Error Beta

1 (Constant) -0.294 0.089 -3.306 0.001

WS 0.175 0.049 0.161 3.591 <0.001

WD -0.123 0.040 -0.13 -3.121 <0.002

SQ 0.163 0.072 0.162 2.274 0.024

MA 0.666 0.039 0.626 17.161 <0.001

Table 4.7 Summary of Hypotheses

No Hypotheses P-Value Remark

There is a significant relationship


between website security and
H1 <0.001 Supported
customer satisfaction in online
shopping activities in Klang Valley.

There is a significant relationship


between website design and customer
H2 <0.002 Supported
satisfaction in online shopping activities
in Klang Valley.

There is a significant relationship


between service quality and customer
H3 0.024 Supported
satisfaction in online shopping activities
in Klang Valley.

There is a significant relationship


between merchandise attributes and
H4 <0.001 Supported
customer satisfaction in online
shopping activities in Klang Valley.

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