| Positive disconfirmation | 191 | 0.660 | 0.261 | 2.524 | |
Negative disconfirmation | 131 | 0.940 | 0.385 | 2.441 | ||
Unable to answer | 47 |
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|
| ||
Variance test |
|
|
| 0.626 | ||
Performance factor | ||||||
Service Quality―Total Score | All samples | 369 | 0.291 | 0.025 | 11.494 | |
Positive disconfirmation | 240 | 0.295 | 0.055 | 5.378 | ||
Negative disconfirmation | 98 | 0.188 | 0.107 | 1.757 | ||
Unable to answer | 31 |
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| ||
Variance test |
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| ||
Motivator | ||||||
Computer Policy | All samples | 369 | 0.808 | 0.097 | 8.364 | |
Positive disconfirmation | 153 | 0.319 | 0.255 | 1.252 | ||
Negative disconfirmation | 111 | 0.445 | 0.426 | 1.043 | ||
Unable to answer | 105 |
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| ||
Variance test |
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Useless factor | ||||||
Security Policy | All samples | 369 | 0.848 | 0.090 | 9.377 | |
Positive disconfirmation | 239 | 0.826 | 0.207 | 3.991 | ||
Negative disconfirmation | 88 | 0.309 | 0.522 | 0.592 | ||
Unable to answer | 42 |
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Variance test |
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Motivator | ||||||
Training | All samples | 369 | 0.730 | 0.084 | 8.700 | |
Positive disconfirmation | 182 | 0.742 | 0.237 | 3.127 | ||
Negative disconfirmation | 162 | 1.030 | 0.353 | 2.920 | ||
Unable to answer | 25 |
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|
| ||
Variance test |
|
|
| 0.692 | ||
Performance factor | ||||||
Management Support | All samples | 369 | 0.815 | 0.091 | 8.946 | |
Positive disconfirmation | 237 | 0.720 | 0.225 | 3.202 | ||
Negative disconfirmation | 102 | 1.117 | 0.433 | 2.581 | ||
Unable to answer | 30 |
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| ||
Variance test |
|
|
| 0.894 | ||
Performance factor | ||||||
Customer Relations | All samples | 369 | 1.131 | 0.109 | 10.366 | |
Positive disconfirmation | 234 | 1.066 | 0.236 | 4.517 | ||
Negative disconfirmation | 68 | 1.039 | 0.685 | 1.516 | ||
Unable to answer | 67 |
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Variance test |
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