| Unable to answer | 15 |
|
|
| |
Variance test |
|
|
| 2.376 | ||
Hygiene factor | ||||||
Ease of Use | All samples | 369 | 1.041 | 0.080 | 12.990 | |
Positive disconfirmation | 254 | 0.933 | 0.206 | 4.521 | ||
Negative disconfirmation | 108 | 2.025 | 0.379 | 5.242 | ||
Unable to answer | 7 |
|
|
| ||
Variance test |
|
|
| 2.731 | ||
Hygiene factor | ||||||
Compatibility | All samples | 369 | 1.142 | 0.081 | 14.036 | |
Positive disconfirmation | 222 | 0.885 | 0.198 | 4.463 | ||
Negative disconfirmation | 100 | 1.488 | 0.434 | 3.430 | ||
Unable to answer | 47 |
|
|
| ||
Variance test |
|
|
| 1.460 | ||
Performance factor | ||||||
Service Quality | All samples | 369 | 1.051 | 0.077 | 13.620 | |
Positive disconfirmation | 240 | 0.872 | 0.197 | 4.425 | ||
Negative disconfirmation | 113 | 0.998 | 0.416 | 2.401 | ||
Unable to answer | 16 |
|
|
| ||
Variance test |
|
|
| 0.312 | ||
Performance factor | ||||||
Service Quality―Reliability | All samples | 369 | 0.953 | 0.090 | 10.545 | |
Positive disconfirmation | 223 | 0.944 | 0.224 | 4.223 | ||
Negative disconfirmation | 108 | 1.259 | 0.479 | 2.630 | ||
Unable to answer | 38 |
|
|
| ||
Variance test |
|
|
| 0.682 | ||
Performance factor | ||||||
Service Quality―Responsiveness | All samples | 369 | 0.916 | 0.089 | 10.328 | |
Positive disconfirmation | 250 | 0.967 | 0.225 | 4.295 | ||
Negative disconfirmation | 99 | 0.766 | 0.459 | 1.668 | ||
Unable to answer | 20 |
|
|
| ||
Variance test |
|
|
|
| ||
Motivator | ||||||
Service Quality―Assurance | All samples | 369 | 0.842 | 0.092 | 9.124 | |
Positive disconfirmation | 257 | 1.118 | 0.222 | 5.044 | ||
Negative disconfirmation | 86 | 0.956 | 0.482 | 1.985 | ||
Unable to answer | 26 |
|
|
| ||
Variance test |
|
|
|
| ||
Motivator | ||||||
Service Quality―Empathy | All samples | 369 | 0.723 | 0.090 | 8.006 |