- Thread starter RachelSSF
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- Tags banking coefficient of correlation customer satisfaction data analysis factor analysis non parametric tests regression analysis spss

There is an ongoing dispute if you can or can not use likert data as interval data in the dependent variable, justifying linear regression (which is what I think you mean by multiple regression, formally this means all regression with more than one predictor).

Ordinal logistic regression is better according to many in the social science realm, but in economics linear probability models are run for two level dependent variables in part because its a lot harder to interpret ordinal logistic regression (or even binary logistic regression). Slopes are not intuitive in logistic regression, economist accept the errors that such methods generate to get easier answers (and better diagnostics IMHO).

What are the five levels of the dependent variable.

A total of 6 independent variables. In this case, what is the best hypothesis test recommended? Can I still perform Multi Regression using Customer Satisfaction as Dependent Variable?

What

With kind regards

Karabiner

I have a study to establish the factors that influence

You do not need to write essentially the same again, this time with bold typed words.

Did you chose the research question on your own, or was it given to you? If the latter,

who gave it to you?

Elsewhere you gave a link to the study questionnaire. There it says:

*This study is expected to give an overview on key dimensions to be considered by *

banks to increase the adoption and quality of IBS. In order to do this, there are few things need to be

considered such as

1- Demography of potential customers (family income, race, education level, etc).

2- The preference internet banking provider.

3- Attributes of customer satisfaction.

4- Factors influencing the internet banking usage

So, AFAICS credibility, efficiency (etc.) are the dependent variables here, they are different aspects

or facets of consumer satisfaction. You can analyse them separately, or you can somehow combine

them to achieve a measure of "total satisfaction".

And you want to know whether factors such as family income, race, educational level etc., and also

the primary internet banking service used, are factors which are associated with a client's consumer

satisfaction. Can we say so?

How were the data collected, and who large is your sample size?

With kind regards

Karabiner

Did you chose the research question on your own, or was it given to you? If the latter,

who gave it to you?

Elsewhere you gave a link to the study questionnaire. There it says:

banks to increase the adoption and quality of IBS. In order to do this, there are few things need to be

considered such as

1- Demography of potential customers (family income, race, education level, etc).

2- The preference internet banking provider.

3- Attributes of customer satisfaction.

4- Factors influencing the internet banking usage

So, AFAICS credibility, efficiency (etc.) are the dependent variables here, they are different aspects

or facets of consumer satisfaction. You can analyse them separately, or you can somehow combine

them to achieve a measure of "total satisfaction".

And you want to know whether factors such as family income, race, educational level etc., and also

the primary internet banking service used, are factors which are associated with a client's consumer

satisfaction. Can we say so?

How were the data collected, and who large is your sample size?

With kind regards

Karabiner

Last edited:

Did you chose the research question on your own, or was it given to you? If the latter,

who gave it to you?

Elsewhere you gave a link to the study questionnaire. There it says:

banks to increase the adoption and quality of IBS. In order to do this, there are few things need to be

considered such as

1- Demography of potential customers (family income, race, education level, etc).

2- The preference internet banking provider.

3- Attributes of customer satisfaction.

4- Factors influencing the internet banking usage

So, AFAICS credibility, efficiency (etc.) are the dependent variables here, they are different aspects

or facets of consumer satisfaction. You can analyse them separately, or you can somehow combine

them to achieve a measure of "total satisfaction".

And you want to know whether factors such as family income, race, educational level etc., and also

the primary internet banking service used, are factors which are associated with a client's consumer

satisfaction. Can we say so?

How were the data collected, and who large is your sample size?

With kind regards

Karabiner

If this is a beginner's task, then you can just perform descriptive statistics, bivariate statistics

(for example: does the mean satisfaction score differ between men and women [t-test]) and

correlations (for example: Spearman correlation between income category and satisfaction),

and linear regression (for example: prediction of satisfaction by service used, gender,

family income, and education level).

What you have to decide: whether you want to perform each of the bivariate/correlational/

regression analyses six times (on each of the 6 satisfaction scales), or only once on the total

satisfaction score. If you want to do the latter, you'll have to determine a way to aggregate

the 6 single scales to 1 total scale. Did they give you a hint how to do that? Often, such

scales have already been used before, and sometimes there's manual containing such

information.

With kind regards

Karabiner

(for example: does the mean satisfaction score differ between men and women [t-test]) and

correlations (for example: Spearman correlation between income category and satisfaction),

and linear regression (for example: prediction of satisfaction by service used, gender,

family income, and education level).

What you have to decide: whether you want to perform each of the bivariate/correlational/

regression analyses six times (on each of the 6 satisfaction scales), or only once on the total

satisfaction score. If you want to do the latter, you'll have to determine a way to aggregate

the 6 single scales to 1 total scale. Did they give you a hint how to do that? Often, such

scales have already been used before, and sometimes there's manual containing such

information.

With kind regards

Karabiner

Last edited:

(for example: does the mean satisfaction score differ between men and women [t-test]) and

correlations (for example: Spearman correlation between income category and satisfaction),

and linear regression (for example: prediction of satisfaction by service used, gender,

family income, and education level).

What you have to decide: whether you want to perform each of the bivariate/correlational/

regression analyses six times (on each of the 6 satisfaction scales), or only once on the total

satisfaction score. If you want to do the latter, you'll have to determine a way to aggregate

the 6 single scales to 1 total scale. Did they give you a hint how to do that? Often, such

scales have already been used before, and sometimes there's manual containing such

information.

With kind regards

Karabiner

The confusion sort out. Actually, there are some mistakes made in the questionnaire. Missing questionnaire for customer satisfaction. As a student, I don't really wish to challenge the authenticity of the questionnaire until I found the facts from expert people like you all. Finally, it was admitted that the questionnaire itself had the problem. I managed to complete the task. Thanks for your reply and help.