Survey Results:

SL Statements 1 When UIU promises to do something by a ertain 2 3 4 5 # % * , 1" 11 12 13 14 15 1# 1% 1* 1, 2" 21 times! it does so When you have a problem! UIU sho$s a sin ere interest in solving it UIU per&orms the servi e right the &irst time UIU provides its servi es at the time it promises to do so UIU 'eeps ustomers in&ormed about $hen servi es $ill be per&ormed( )mployees in UIU gives prompt servi e )mployees in UIU are al$ays $illing to help you )mployees in UIU are never too busy to respond to your re+uest( -he behavior o& employees in UIU instills on&iden e in you UIU provides valuable .obs &it a ademi program )mployees in UIU are onsistently ourteous $ith you )mployees in UIU have the 'no$ledge to ans$er your +uestions UIU gives you individual attention( UIU has employees $ho give you personal attention UIU has best interest at heart )mployees o& UIU understand your spe i&i needs UIU has operating hours that are onvenient to all its ustomers UIU has modern/ loo'ing e+uipment UIU physi al &a ilities are visually appealing UIU employees appear neat 0aterials asso iated $ith the servi e appealing at UIU 1 " 2 3 " " 3 3 " " " 1 " 4 4 " 1 " " " " " 2 2 1 " 1 3 1 2 3 2 3 5 " 1 % 2 2 2 2 " 1 3 3 3 2 3 4 2 4 5 4 3 % 1 3 3 " % 2 " 1 4 3 1 4 # % 5 # 4 # 2 # # 4 # 5 5 3 2 % # % # 4 5 5 4 3 4 4 # 1 3 2 4 1 2 % 2 1 4 3 % 5 5 % #

RELIABILITY DIMENSION

Relia*ility Di+ension X1 1" 22 33 4" 5" 2 2 1 " 1 3 3 3 2 3 4 2 4 # % 5 # 4 5 Total Mean 4 15 2$2" 3 15 2$4% 4 15 2$53 4 15 2$13 # 15 2$13 SD 1$"3 1$%" 2$12 "$'4 1$41

Range Null Hypothesys Alternative Hypothesis

2 2 2 2 3 3 3 3 3 4

"$2% 2&2$#%&3 "$44 2&2$'%&3 "$55 2&2$'%&3 "$22 2&2$#%&3 "$3# 2&2$13&3

T al ulate! T theoreti al "$%5 1$%#1 1$"% 1$%#1 "$(% 1$%#1 "$#2 1$%#1 )2$3' 1$%#1

Statement 1: Ho: 2.67=2 H1: 2.67=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= *.7#

)he calculated t value alls in the acceptance area. We should not re+ect the H*. )hat means or this statement the opinion is ,-./001. Statement 2: Ho: 2.27=2 H1: 2.27=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= 1.*7

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis and accept alternative h4pothesis. )hat means or this statement the opinion is ,-./001.

Statement 3:

Ho: 2.27=2 H1: 2.27=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= *.57

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis and accept alternative h4pothesis. )hat means or this statement the opinion is ,-./001. Statement 4: Ho: H1: 2.67=2 2.67=3

Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= *.62

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis and accept alternative h4pothesis. )hat means or this statement the opinion is ,-./001. Statement 5: Ho: 2.13=3 H1: 2.13=( Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= & 2.32

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,-./001.

RESPONSIVENESS DIMWNSION

R,S-.NS/0,N,SSD/M1NS/.N X1 #" %1 '" (4 2 3 5 " 1 3 % 1 3 3 4 4 # 5 5 5 Total Mean SD 1 15 2$'" "$%4 2 15 2$'" 1$#" % 15 1$%3 "$#4 2 15 3$"" 2$14

Range Null Hypothesys Alternative Hypothesis T al ulate! T theoreti al

2 2 2 2 3 3 3 3 4$1% 1$(4 )1$#2 1$'1 1$%#1 1$%#1 1$%#1 1$%#1

"$1( 2&2$#"&3 "$41 2&2$(3&3 "$1# 2&2$'%&3 "$55 2&2$(3&3

Statement 6: Ho: H1: 2.6*=2 2.6*=3

Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= (.17

)he calculated t value does not all !ithin the acceptance area. 3o, !e should re+ect null h4pothesis. )hat means or this statement the opinion is ,"06)/-71. Statement 7: Ho: 2.53=2 H1: 2.53=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= 1.5(

)he calculated t value does not all !ithin the acceptance area. 3o, !e should re+ect null h4pothesis and accept alternative h4pothesis. )hat means or this statement the opinion is ,"60)/-71.

Statement 8: Ho: 2.27=2 H1: 2.27=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &1.62

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis and accept alternative h4pothesis. )hat means or this statement the opinion is ,-./001. Statement 9: Ho: 2.53=2 H1: 2.53=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= 1.21

)he calculated t value does not all !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis and accept alternative h4pothesis. )hat means or this statement the opinion is ,-./001.

ASSURANCE DIMWNSION

Assuran e Di+ension X 1 2 3 4 5 Total Mean SD 1" 4 % " 3 1 15 3$#% 1$#% 11 " 2 % 2 4 15 2$4% 1$12 12 1 2 2 % 3 15 2$4" 1$4" 13 " 2 " # % 15 1$'" 1$"3
Statement 10: Ho: 2.67=2 H1: 2.67=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

Range Null Hypothesys Alternative Hypothesis T al ulate! T theoreti al

2 1 3 3 3 2 4 4 3$'% 5$"5 )1$## )4$52 1$%#1 1$%#1 1$%#1 1$%#1

"$43 2&2$#%&3 "$2( 1&1$%3&2 "$3# 2&2$33&3 "$2% 2&2$33&3

t=

= 3.27

)he calculated t value does not all !ithin the acceptance area. 3o, !e should re+ect null h4pothesis. )hat means or this statement the opinion is ,"06)/-71. Statement 11: Ho: 1.73=1 H1: 1.73=2 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= #.*#

)he calculated t value does not all !ithin the acceptance area. 3o, !e should re+ect null h4pothesis. )hat means or this statement the opinion is ,-./001.

Statement 12: Ho: 2.33=3 H1: 2.33=( Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &1.66

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,"06)/-71. Statement 13: Ho: 2.33=3 H1: 2.33=( Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &(.#2

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,"06)/-71.

EMPATHY DIMWNSION
,+pathy Di+ension X1 14 4 15 " 1# 1 1% " 1' " 2 % 2 2 2 2 3 " % 2 " 1 4 3 2 % # % 5 Total Mean SD 1 15 3$#% 1$#% 4 15 2$4% 1$12 3 15 2$4" 1$4" % 15 1$'" 1$"3 5 15 2$"" 1$""

Range Null Hypothesys Alternative Hypothesis

4 4 4 2 2 5 5 3 3 3

"$43 3&3$"%&4 "$2( 3&3$2"&4 "$3# 3&3$2"&4 "$2% 2&2$'"&3 "$2# 2&2$#"&3

T al ulate! T theoreti al )"$%% 1$%#1 )5$2' 1$%#1 )4$43 1$%#1 )"$%5 1$%#1 "$"" 1$%#1

Statement 14: Ho: 3.*7=( H1: 3.*7=# Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &*.77

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,893-./001. Statement 15: Ho: 3.2*=( H1: 3.2*=# Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &#.22

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,893-./001.

Statement 16: Ho: 3.2*=( H1: 3.2*=# Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &(.(3

)he calculated t value alls !ithin the acceptance area. 3o, !e should re+ect null h4pothesis. )hat means or this statement the opinion is ,893-./001.

Statement 17: Ho: 2.2*=2 H1: 2.2*=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &*.7#

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,-./001. Statement 18: Ho: H1: 2.6*=2 2.6*=3

Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= **

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,-./001.

TANGIBLE DIMWNSION
Tangi*le Di+ension X1 1( " 2" " 21 " 22 " 2 2 " 1 3 3 1 4 3 1 4 % # 4 5 5 Total Mean SD 5 15 2$"" 1$"" 5 15 1$(3 "$#4 % 15 1$'% "$(' # 15 2$"% 1$35

Range Null Hypothesys Alternative Hypothesis

2 2 3 3 3 3 4 4

"$2# 2&2$53&3 "$1# 2&2$#"&3 "$25 2&2$2"&3 "$35 2&2$4"&3

T al ulate! T theoreti al "$"" 1$%#1 )"$4" 1$%#1 )4$4% 1$%#1 )2$#% 1$%#1

Statement 19: Ho: 2.#3=2 H1: 2.#3=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= **

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,-./001. Statement 20: Ho: 2.6*=2 H1: 2.6*=3 Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &*.(*

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,-./001. Statement 21: Ho: 2.2*=3

H1: 2.2*=( Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &(.(7

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,"06)/-71.

Statement 22: Ho: 2.(*=3

H1: 2.(*=( Here, the sample size is small and the variable is single. We should t test statistic that ollo!s t distribution. "o!, #$ level o signi icance and %n&1' = %1#&1' = 1( d . )he associated t value is 1.761.

t=

= &2.67

)he calculated t value alls !ithin the acceptance area. 3o, !e should not re+ect null h4pothesis. )hat means or this statement the opinion is ,"06)/-71.

-repare! 2or3
:d. Habibur /ahman
Course Instructor School of Business

;ourse title: 3ervice :ar<eting

Assignment on Hy ot!esis Testing on UIU Se"#i$e%

-repare! 4y3

Rifat Riza ID: 111092108

Section: C
Date o5 Su*+ission3 May 22, 2013