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Afr. J. Bus. Manage.
Table 1. Descriptive statistics.
Parameter Customer satisfaction Tangibles Reliability Responsiveness Assurance Empathy Customer loyalty Valid N (listwise)
N 100 100 100 100 100 100 100 100
Minimum 3 2 3 2 3.67 3 2
Maximum 7 7 7 7 7 7 7
Mean 5.64 5.60 5.57 5.31 5.65 5.49 5.44
Std. deviation .90 .77 .82 1.03 .73 .86 1.02
Table 2. Pearson correlation analysis obtained for the three intervals scaled variables.
Parameter
Variable Pearson correlation Sig. (1-tailed) N
CS 1 100
Tangibles
Pearson correlation Sig. (1-tailed) N
.491** .000 100
1 100
**
Reliability
Pearson correlation Sig. (1-tailed) N
.488 .000 100
Responsiveness
Pearson correlation Sig. (1-tailed) N
Customer satisfaction
Tangibles Reliability .491** .488** .000 .000 100 100
Responsiveness Assurance .493** .526** .000 .000 100 100
.632** .000 100
.560** .000 100
.632 .000 100
1 100
.759 .000 100
.626 .000 100
.680 .000 100
.493** .000 100
.560** .000 100
.759** .000 100
1 100
.566** .000 100
.660** .000 100
Assurance
Pearson correlation Sig. (1-tailed) N
.526** .000 100
.500** .000 100
.626** .000 100
.566** .000 100
1 100
.439** .000 100
.673 .000 100
**
Customer loyalty
Pearson correlation Sig. (1-tailed) N
.439 .000 100
**
**
**
.560 .000 100
Correlation The Pearson correlation analysis obtained for the three intervals scaled variables are shown in Table 2. The sample size (N) is 100 and the significant level is 0.01 (p˂0.01). H1a0: There is no correlation between tangibles and customer‘s satisfaction in the banking sector. In Table 2, it can be seen that the correlation (r) of tangibles is 0.491 and the significant level is 0.01 (p˂.01). Table 2 shows that the p-value is 0.000, which is less than 0.01. We therefore reject the null hypothesis, and concluded that there is a medium positive (r = .491)
**
.680 .000 100
**
.660 .000 100
.500** .000 100
CL .673** .000 100
**
**
.560** .000 100 **
1 100
relationship between tangibles and customer satisfaction in the banking sector. Reliability H1ba: There is a positive correlation between reliability and customer satisfaction in the banking sector. H1b0: There is no correlation between reliability and customer satisfaction in the banking sector. Table 2 shows that the correlation (r) is 0.488 for reliability and the p-value is 0.000, which is less than the significant level (0.01). Therefore, the null hypothesis is