Customer Perception Towards Internet Banking

Customer Perception Towards Internet Banking
CHAPTER 1
INTRODUCTION
Internet Banking
Internet banking in simple terms means, it does not involve any physical
exchange of money, but it’s all done electronically, from one account to
another, using the Internet. Internet banking is just like normal banking, with
one big exception. You don’t have to go to the bank for transactions. Instead,
you can access your account any time and from any time and from any part
of the world, and do so when you have the time, and not when the bank is
open. For busy executives, students, and homemakers internet-banking is virtual
blessing. No more talking precious time off from work to get a demand draft made or
a cheque book issued.
Banks offer Internet banking in tow main ways. An existing bank with physical
offices can establish a Web site and offer Internet banking to its customers in
addition to its traditional delivery channels.
A second alternative is to establish a “virtual,” “branchless,” or “Inte rnet-only”

bank. The computer server that lies at the heart of a virtual bank may be
housed in an office that serves as the legal address of such a bank, or at some
other location.
Virtual banks may offer their customers the ability to make deposits and
withdraw fund via automated teller machines (ATMs) or other remote delivery
channels owned by other institutions.
Online system allow customers to plug into a host of banking service s from a
personal computer by connecting with the bank’s computers over telephone
wires the convenience can be compelling. Not only is travel time reduced, but
ATM machines, telephone banking or banking by mail are often unnecessary.
1
And, technology continues to make online banking once attempted only by
computer enthusiasts, easier for the average consumer.
Banks use a variety of names for online banking services, such as PC banking,
home banking electronic banking or Internet banking.
Can one imagine life without paper cash? Money has always been part of human
emotions. And although it is difficult to imagine that all those years of savings
at the bank is now just a whole bunch of bits and bytes, it is becoming a
reality and the sooner people adjust to it, the better it is.
1.4OBJECTIVES OF THE STUDY
The main objective of the study was to evaluate the customer perception towards
internet banking.
1. To find out the underlying factors of customer perception towards internet
banking.
2. To design and standardize a measure to evaluate customer perception.
3. To suggest implications of customer perceptions for bankers and other

stakeholders.
4. To open new avenues for further research.
2
CHAPTER 2
LITERATURE REVIEW
2.1 Online/ Internet Banking

According to Joseph et al. (1999) they investigated that the influence of internet on the
delivery of banking services. They found six underlying dimensions of e-banking
service quality such as convenience and accuracy, feedback and complaint
management.
They also suggested that some dimensions such as responsiveness, reliability and
access are critical for both traditional and internet banks. (Jun and Cai 2001)
Jayawardhena (2004) According to that transforms the original SERVQUAL scale to
the internet context and develops a battery of 21 items to assess service quality in
internet banking. They have suggested that an Exploratory Factor Analysis (EFA) and
a Confirmatory Factor Analysis (CFA), these 21 items are condensed to five quality
dimensions: access, website interface, trust, attention and credibility.
IAMAI report on online banking 2006. 43% of online banking users haven’t started
online financial transaction because of security reasons, 39% haven’t started because
they prefer face to face, 22% haven’t started because they don’t know how to use, for
10% sites are not user friendly and for 2% banks are not providing the facility of
internet banking. According to research 68% of the customers cannot say that when
they will be starting the financial transactions through internet. Maximum numbers of
online banking users are male and maximum of them are in age the group of 25 -35.
Numbers of female users are very less i.e. 17% only. More than 60% of the people
who are having accounted with have accounts in 3-4 banks.
Meuter et al. (2000) according to that the internet banking can give business-to-
business transactions are the fastest growing segment of technology-driven services
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and they have also identified critical incidents of the customer satisfaction and
dissatisfaction with technology-based services.
The Indian Internet Banking Journey In 2001, a Reserve Bank of India survey
revealed that of 46 major banks operating in India, around 50% were either offering
Internet banking services at various levels or planned to in the near future. According
to a research report, (India Research, Kotak Securities, May 2000.) while in 2001,
India's Internet user base was an estimated 9 lakh; it was expected to reach 90 lakh by
2003. Also, while only 1% of these Internet users utilized the Internet banks services
in 1998, the Internet banking user base increased to 16.7% by mid- 2000.
According to Gönroos (1982), customers distinguish the quality of customer
interactions that take place during service delivery (functional quality) and the quality
of the outcome the customer receives in the service encounter (technical quality).
Internet banking, much like its predecessor ATM, is fundamentally a new channel of
distribution of e-banking which can deliver traditional banking products and services.
Since the introduction of ATM consumers of the modern world are using remote basic
banking services and have developed a very high degree of comfort in doing so.
In the initial years of internet, the banks promoted their core capabilities through the
Internet like products, channels and advice. After some time, they entered the market
of Internet commerce as distributors/ providers of their own products and
services.Most of the banks avoided Internet banking as they simply could not see the
benefits of using it. As stated by Polatoglu & Kin (2001) the average transaction cost
to the institution using internet banking is only one twentieth of the transaction cost of
a typical bank teller.
E-Commerce and Internet Banking in India
With the enactment of the IT Act, 2000 (Information Technology Act) by the
Government of Indiawhich came into effect from the October 2000 a lot have been
streamlined related to the e-commerce and internet banking/ e-banking. In context of
banking (e-banking), the main purpose of this act was to provide legal recognition to
all electronic transactions and other means of Electronic Commerce. Reserve bank of
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India, which has set the working group has been working as a supervisory body and a
watchdog on the different aspect of the Internet banking. In India, the pioneer bank for
internet banking was ICICI bank initially for some of its services. The ICICI bank and
many other Indian banks use the Internet banking system for providing online internet
banking solutions for their customers.
In the present scenario most of the renowned Indian commercial banks like SBI and
its associates, IOB, BOM, etc. have been providing Internet banking services since
long. There is a clear need to develop a better understanding of how consumers
estimate these services and develop internet banking loyalty. The Service class is the
main factors to determining the achievement/failure of the e- commerce (Santos,
2003). Computerized service quality has been tending to lag behind because
researchers have been focus on the issues of usability and dimension of use (Al-
Hawar, 2005). Therefore, the customerperception of the service quality has a
significant impact on the bank’s achievement. According to Mols (1999) the internet
banking is a revolutionary distribution channel that offers much less ready time and a
higher spatial convenience than traditional branch banking with considerably lower
fee shape than conventional transport channels. Internet banking reduces not simplest
operational fee to the bank however additionally leads to higher levels of patron pride
and retention.As an end result net banking could be very attractive to the banks and
clients who now have higher recognition to new technology. (Polatoglu and Ekin,
2001, Mols, 2000, Sathye, 1999, Wisner and Corney, 2001)
Filotto et al. (1997) illustrated that the recognition quotes of ATM have been better
amongst younger customers. Further, Barnett (1998) findings proved that younger
consumers are greater signs in both nations. The general end result shows that
customers in each nation have evolved an advantageous mind-set and that they deliver
a good deal significance to the emergence of e-banking.
As per the previous literature we found that income is one the vital elements for
increasing e-banking. More youthful clients and men are extra comfortable in using e-
banking. Comfort and accuracy, feedback and criticism management, performance,
5
queue management the accessibility and customization were located to be number one
dimensions of e-banking service nice. In mild of the above findings, the existing look
at is undertaken in Indian determine adjustments over the years. context to discover
patron perceptions approximately on-line banking services.
2.2 Customer Perception of Internet Banking
As we are being different individuals tend to see the world in our own special
ways. Individual act and react on the basis of their thinking, nature and
philosophy of life not on the basis of reality. For understanding consumer
behavior, one must try to understand his perception.
 Every individual perceives the world through his own perception. “Because
individual make decision and take action based on what they perceive to be
reality, it is important that marketers should understand the whole implication
of perception and its related concepts. So that can more readily determine
what factors influence consumers to buy.
 The world as we see is different than what it is in reality. Once year as per
one’s perception, not what really set?
 People working in an organization differ in their action due to difference of
opinion.
 It is a source of one’s knowledge about the world.
 Every individual perceives the world through his senses like hearing, touch,
smell, and sight, awareness of heat, cold, pain and pleasure.
People working in an organization differ in terms of physical feature like age and
sex, background characteristics like training and education and one’s personality
traits like aggressiveness, submissions, optimistic. All these factors help in the
formation of one’s perception.
Meaning of Perception:
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“Perception includes all those process by which an individual receives
information about his environment – seeing, hearing, and tasting, feeling and
smelling”.
The primary benefit regarding E-banking is that its availability 24 hours an afternoon
and seven days per week. Client’s belief and life style plays an essential function in
increase of, net banking system. (Rogers 1983), analyzed customer’s attitudes towards
the direct banking, Compatibility, with the consumer existing lifestyles (Lockett and
littler 1997). The banking enterprise has been present process modifications given that
mid-1990s, in the form of modern use of the data technology and improvement in
electronic trade (Kalakota and Whinston, 1996). This improvement made e–banking
pose as a chance to the conventional department operations, no matter the fact that
digital trade remains, developing and is rapidly converting (Harris and Spence2002;
Turbin et al. 2002). According to Jeevan (2000) the internet banking enables banks to
provide low cost and excessive fee introduced economic services. US internet -
enterprise argues that sooner or later banks are finding that a whole on-line banking
approach is essential for success within the more and more aggressive financial
services marketplace. Hasan (2002) initiate that the online banking has been came out
as a important policy for banks to attract and maintain customers. With reference to
75 % of Italian banks has been adopted various form of the internet banking for the
time developed country: for instance, e–money has been become 1993-2000. The
observer also discovered that the better likelihood of adopting energetic net banking
activities is through larger banks, banks with higher involvement in off-stability sheet
sports, beyond performance and better department community.
Mishra (2005) in his paper defined the blessings and the security worries
approximately internet banking. In these lines according to Mishra, that the
progressed patron gets right of entry to, imparting of extra offerings, accelerated
customer loyalty, attracting new clients are the number one drivers of net banking.
But in a survey conducted with the aid of the web banking affiliation, member
establishments rated security as the maximum vital difficulty of on-line banking.
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Nyangosi et al. (2009) accumulated customers' critiques concerning the importance of
e-Banking and the adoption tiers of various e-Banking technologies in India and
Kenya. They have highlighted the developments of e-banking describe the facts and
traits approximately what is being studied. The idea behind this kind of studies is to
observe frequencies, averages, and different statistical calculations. Although this
research is noticeably correct, it doesn’t acquire causes at the back of a situation.
Descriptive studies are used to gain statistics regarding the modern-day repute of the
phenomena to explain "what exists" with recognize to phenomena to describe "what
exists" with respect to variables or situations in a situation. The strategies involved,
variety from the survey which describes the fame quo, correlation look at which
investigates the relationship between variables, to developmental research which are
trying to find to determine adjustments over time.
2.3Rationale of the Study
Till now various researches has taken place regarding customer perception towards
internet banking in banking sector. The research will explore factors which affect
perception towards net banking of the customer the research will help many marketers
to understand customer perception in banking sector today’s cut throat competition in
the banking sector, rely on word of mouth, where perception and understanding their
needs and their requirements is the key to success of the banking sector.
Customer information or feedback forms the basis of the continuous improvement and
new innovation in value added service quality.
The minor research report provides the much needed information about the perception
of the customers on internet banking.
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CHAPTER 3
RESEARCH METHODOLOGY
3.1 RESEARCHMETHODOLOGY
The Study- The study was exploratory in nature with study technique utilized for
information for data accumulation.
Sample Design
Population-The population for the study was the internet banking users of different
public and private sectors banks of at least Mathura (GLA University) region.
Sampling Frame- The study was conducted on the banking customers who have
been internet banking with the public or private sector banks located in the Mathura
(GLA University) Region for at least one year. Both, the public sector and private
sector internet banking customers wereincorporated into the specimen outline for the
study. Therefore, the sample frame for the study was the internet banking users of
public and private sector banks in the Mathura (GLA University) region during the
data collection phase of study.
Sampling Element– Individual internet banking customers was used as the sampling
elements of the study.
Sampling Techniques- Non-probability purposive sampling technique was used.

The study would include equal representation on the demographic variable gender
and proportionate representation on profession, and income to ensure that the
demographic variables do not affect the results of the study and also to ensure that
the results of the study are suitable for drawing generalizations for at least Mathura
(GLA University) region.
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Sample size- The overall sample size for the study was 202 internet banking
customers. The sample was divided into demographic groups as discussed above
under the sampling technique point.
Tools for Data Collection– Extensive review of literature have indicated that the
variable of the study have been extensively studied in the western context, and
therefore, standardized measures are available to evaluate the variable. However, the
availability of bank services in India differs significantly from what they are
available in the western developed countries. Therefore, the expectations of the
Indian bank customers from the banking organizations are also likely to be different.
Therefore, it is pertinent to develop measures that are suitable for evaluating the
variables in Indian context. Questionnaire was based on the extensive survey of
literature was prepared after discussions with the bank service providers, experts in
the area of banking services and consultants working in the area of banking services.
Separate measures were developed to measure the variable (customer perception) of
the study. A standardized questionnaire which was adapted from Almohaimmeed
B.M., 2012 comprising of 29 questions and accordingly used for data collection. The
responses were collected on a Likert type scale of 1 to 5 for the variable.
3.2 TOOLS USED FOR DATA ANALYSIS
 Internal Consistency: Item to total correlation was applied on the data

collected on all the variables for evaluating internal consistency of the
measures. Item having lower than standard correlation coefficient was
dropped from the measures.
 Reliability: Reliability of all four measures was established separately.

Cronbach Alpha reliability coefficient was calculated using SPSS 20
separately for all the measures. Reliability of factors identified through
factor analysis also evaluated through calculation of Cronbach Alpha.
 Factor Analysis: Principle component analysis was carried out with

Varimax rotation and Kaiser normalization. The measure was checked for
10
sample adequacy and sphericity using KMO and Bartlett test. The factors
extracted through PCA were named and described.
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CHAPTER 4
RESULTS DISCUSSION AND ANALYSIS
4.1 Internal Consistency
Consistency of all the factors in the questionnaires was checked through item to total
correlation. Under this correlation of every item with total was measured and the
computed value was compared with standard value (0.112815 for 100 respondents).
The factors having item to total correlation lower than the critical value, were declared
as inconsistent and dropped from the questionnaire.
Table 1: Item to total correlation for the measure evaluated
S.no Item Questionnaire Value Consistency Result

. Code
1 P1 “using Internet banking enables me .463 Consistent Accepted
to conduct banking transactions more
quickly”
2 P2 “Using Internet banking enables me .385 Consistent Accepted
to conduct banking transactions
anytime.”
3 P3 “using Internet banking makes it .471 consistent Accepted
easier for me to conduct banking
transactions”
4 P4 “Using Internet banking enables me .437 Consistent Accepted
to mange my bank account (s) more
effectively”.
5 P5 “Internet banking is very useful in .410 Consistent Accepted
conducting my banking
transactions”.
12
6 P6 “it was easy for me to learn how to .358 Consistent Accepted
use Internet banking to conduct
banking transactions”
7 P7 “Conducting banking transactions .350 Consistent Accepted
through the Internet banking website
does not require a lot of mental
effort”.
8 P8 “the interaction with the internet .522 Consistent Accepted
banking website is clear and
understandable”
9 P9 “it was easy for me to become skilful .447 Consistent Accepted
at using Internet banking”
10 P10 “Internet banking is very easy to .473 Consistent Accepted
use”.
11 P11 “I intend to continue using Internet .366 Consistent Accepted
banking for doing some of my
banking transactions”
12 P12 “I will continue using internet .432 Consistent Accepted
banking for performing some of my
banking transactions”.
13 P13 “I will use Internet banking to .422 Consistent Accepted
conduct most of my banking
transactions”
14 P14 “My bank is trusted as an Internet .349 Consistent Accepted
banking provider”.
15 P15 “I rely on Internet banking as a .397 Consistent Accepted
trusted medium of financial
transactions”
16 P16 “Overall, I trust Internet banking to .519 Consistent Accepted
perform my banking transactions”
13
17 P17 “I feel assured that legal structures, .396 Consistent Accepted
such as the bank’s terms and
conditions regarding the use of
Internet banking protect me from
problems when using the Internet
banking website”
18 P18 “I feel assured that technological .356 Consistent Accepted
structures on the internet banking
website make it safe for me to
conduct banking transaction there”.
19 P19 “I feel confident that legal and .444 Consistent Accepted
technological structures adequately
protect me from problems when
using Internet banking”
20 P20 “I feel that internet banking website .383 Consistent Accepted
has enough safeguards to make me
feel comfortable using it for my
baking transactions”
21 P21 “I feel that the Internet banking .417 Consistent Accepted
website, in general is a robust and
safe environment in which to
perform banking transactions”.
22 P22 “My bank is competent in providing .500 Consistent Accepted
excellent Internet banking services”.
23 P23 “My bank has the capability to meet .446 Consistent Accepted
its Internet banking customer’s
needs”.
24 P24 “my bank knows how to provide .433 Consistent Accepted
excellent Internet banking services”
25 P25 “my bank generally is an expert at .448 Consistent Accepted
14
providing Internet banking services”
26 P26 “my bank is honest with its Internet .461 Consistent Accepted
banking customers”
27 P27 “My bank is trustful in its dealing .448 Consistent Accepted
with my Internet banking
transactions”.
28 P28 “My bank is acting in my best .410 Consistent Accepted
interest”.
29 P29 “my bank would be ready and .463 Consistent Accepted
willing to do its best to assist and
support me with using its internet
banking”
Table1 shows that all the items/measures are consistent and therefore all are accepted.
4.2 Reliability
Cronbach Alpha, methods have been applied to calculate reliability of all items in the
questionnaire. Reliability test using SPSS software and the reliability test measures are
given below:
Table 2: Reliability statistics for customer perception of internet banking
Cronbach's Alpha Cronbach's Alpha Based No. of Items

on Standardized Items
.889 .889 30
It is considered that the reliability value more than 0.7 is good and it can be seen that
in almost all the reliability methods applied here, reliability value is quite higher than
the standard value, so all the items in the questionnaire are highly reliable.
15
4.3 Factor Analysis

Factor analysis is a statistical approach used to describe variability amongst
discovered, correlated variables in terms of a doubtlessly lower variety of unobserved
variables known as factors. For example, it is far feasible that variations in six
determined variables specially replicate the versions in unobserved (underlying)
variables. Element evaluation searches for such joint variations in reaction to
unobserved latent variables. The determined variables are modeled as linear mixtures
of the potential elements, plus "errors" phrases. Factor evaluation looks for
independent dimensions, which limits its applicability in organic sciences. Fans of
aspect analytic techniques believe that the facts received about the interdependencies
among found variables may be used later to lessen the set of variables in a dataset.
Factor analysis is not always used to any big degree in physics, biology and chemistry
but is used very heavily in psychometrics personality theories, advertising, product
control, operations research. Customers of factor evaluation believe that it enables to
deal with facts sets where there are huge numbers of determined variables, which can
be notion to mirror a smaller range of underlying/latent variables.
It is an address that requires a sample size. It is based on the alternation cast of the
variables involved, and correlations usually charge sample measurements before they
stabilize.
4.3.1 KMO (Kaiser Meyer Olkin) Test of Sample Adequacy and Bartlett’s
Test of Sphericity
KMO & Bartlett’s Analysis of Sphericity is a measurement of sampling capability that
is recommended to assay the case to capricious arrangement for the assay getting
conducted. In a lot of bookish and business studies, KMO & Bartlett’s analysis play
an important role for accepting the sample adequacy. While the KMO ranges from 0
to 1, the world-over accustomed basis is over 0.6. A 0.6 to 0.7 value shows average
sample adequacy, a value between 0.7 to 0.8 shows good sample adequacy, a value
16
between0.8 to 0.9 will show a very good sample adequacy and above 0.9 will be an
excellent one. Also, the Bartlett’s Analysis of Sphericity relates to the acceptation of
the abstraction and thereby shows the authority and adequacy of the responses.For
Factor Analysis to be recommended suitable, the Bartlett’s Analysis of Sphericity
have to be beneath than 0.05
Table 3: KMO and Bartlett's Test Statistics

Kaiser-Meyer-Olkin Measure of Sampling
.839
Adequacy.
Approx. Chi-Square 1810.650
Bartlett's Test of Df 435

Sphericity
Sig. .000
The results of Table 3 indicate that the test of KMO (Kaiser-Meyer-Olkin) for sample
adequacy is okay as the test statistics is well above the minimum acceptable limit
(>0.70) and also the Bartlett’s Test statistics shows that it is significant at .000 level of
significance which means that the data under study is not spherical and hence passes
the Bartlett’s test of sphericity.
4.3.2 Scree plot
The scree plot graphs the eigenvalue against the factor number. You can see these
values in the first two columns of the table immediately above. From the third factor
on, you can see that the line is almost flat, meaning each successive factor is
accounting for smaller and smaller amounts of the total variance.
17
Figure 1
Scree Plot
The above Scree plot graph shows thatfrom the third factor on, you can see that the
line is almost flat, meaning each successive factor is accounting for smaller and
smaller amounts of the total variance.
4.3.2 Factor Analysis for Customer Perception
18
The raw scores of 30 items were subjected to factor analysis to find out the factors that
contribute towards ‘customer perception’. After factor analysis eight factors were
identified.
Table 4: Factor Analysis using Varimax Rotation Method of PCA
Factor Factor name Eigen % of Items converged Factor

No. variances Loading
Value
Explained
1. Promptness and 2.942 9.806 “Using Internet .822

Efficiency banking enables
me to conduct
banking
transactions more
.835
quickly”.
“Using Internet
banking enables
me to conduct
.682
banking
transactions
anytime”.
"Using Internet
.646
banking makes it
easier for me to
conduct banking
transactions”.
19
“Using Internet
banking enables
me to mange my
bank account (s)
more effectively”
2. Perceived Ease of Use 2.728 18.900 “Conducting .760

banking
transactions
through the
Internet banking
website does not
.689
require a lot of
mental effort”.
“The interaction
with the internet .535
banking website
is clear and
.526
understandable”.
“Internet banking
is very easy to
use”.
“Generally has a
kind intention
towards their
Internet banking
users”.
20
3. Perceived Service 2.536 27.355 “My bank is .524
Quality competent in
providing
excellent Internet
banking services” .657
“My bank has the

capability to meet
its Internet
banking .666
customer’s
needs”.
.522
“my bank knows
how to provide
excellent Internet
banking services”
“my bank
generally is an
expert at
providing Internet
banking services”
4. Perceived Integrity 2.071 34.258 “my bank is .770
honest with its
Internet banking
customers” .634
“My bank is
trustful in its
dealing with my
Internet banking
transactions”
21
5. Perceived Trust 2.030 41.026 “My bank is .561
trusted as an
Internet banking
provider”.
.720
“I rely on Internet
banking as a
trusted medium
of financial .481
transactions”
“Overall, I trust
Internet banking .574
to perform my
banking
transactions”
“I feel assured
that legal
structures, such
as the bank’s
terms and
conditions
regarding the use
of Internet
banking protect
me from
problems when
using the Internet
banking website”
22
6. Intention to continue 1.897 47.350 “I intend to .691
continue using
Internet banking
for doing some of
my banking
transactions”. .650
“I will continue
using internet
banking for
performing some
.449
of my banking
transactions”.
“it was easy for

me to become
skilful at using
Internet
banking”.
23
7. TechnologicalStructure 1.640 52.818 “I feel assured .794
of banking Website that technological
structures on the
internet banking
website make it
safe for me to
conduct banking
transaction .646
there”.
“I feel confident
that legal and
technological
structures
adequately .513
protect me from
problems when
using Internet
banking”.
“I feel that
internet banking
website has
enough
safeguards to
make me feel
comfortable using
it for my baking
transactions”.
8. Perceived Usefulness “Internet banking .683

is very useful in
24
1.542 57.959 conducting my
banking
transactions” .555
“it was easy for

me to learn how
to use Internet
banking to
conduct banking
transactions”
4.4 Description of Factors
1) Promptness and Efficiency: This factor has important for internet banking.
Determinant of research with a total variance of 9.806 Major element of this factor
includes, “ITEM P1-Using Internet banking enables me to conduct banking
transactions more quickly”, “ITEM P2- Using Internet banking enables me to conduct
banking transactions anytime”, “ITEM P3- Using Internet banking makes it easier for
me to conduct banking transactions”, “ITEM P4- Using Internet banking enables me
to mange my bank account (s) more effectively”.
2) Perceived Ease of Use: this factor determine the belief of customer in internet
banking Determinant of research with a total variance of 18.900 Major elements of
this factor include, “ITEM P5-Conducting banking transactions through the Internet
banking website does not require a lot of mental effort”, “ITEM P6-the interaction
with the internet banking website is clear and understandable”, “ITEM P7- Internet
banking is very easy to use, Generally has a kind intention towards their Internet
banking users”.
3) Perceived Service Quality: This factor shows ability of the internet banking
Determinant of research with total variances of 27.355 Major element of this factor
25
includes “ITEM P8-My bank is competent in providing excellent Internet banking
services”, “ITEM P9-My bank has the capability to meet its Internet banking
customer’s needs”, “ITEM P10-My bank knows how to provide excellent Internet
banking services”, “ITEM P11-My bank generally is an expert at providing Internet
banking services”.
4) Perceived Integrity: This factor shows the Integrity of banks toward its customer.
Determinant of research with a total variance of 34.258 Major elements of this factor
includes “ITEM P12-My bank is honest with its Internet banking customers”, “ITEM
P13-MY bank is trustful in its dealing with my Internet banking transactions”.
5) Perceived Trust: This factor shows the trust of customer towards the internet
banking Determinant of research with a total variance of 41.026 Major elements of
this factor includes “ITEM P14-My bank is trusted as an Internet banking provider”,
“ITEM P15-I rely on Internet banking as a trusted medium of financial transactions”,
Overall, “ITEM P16-I trust Internet banking to perform my banking transactions”,
ITEM P17-I feel assured that legal structures”, “ITEM P18- such as the banks terms
and conditions regarding the use of Internet banking protect me from problems when
using the Internet banking website”.
6) Intention to continue: This factor realizes the future of internet banking.

Determinant of research with a total variance of 37.350 Major elements of this factor
includes “ITEM P19-I intend to continue using Internet banking for doing some of my
banking transactions”, “ITEM P20-I will continue using internet banking for
performing some of my banking transactions”, “ITEM P21-it was easy for me to
become skilful at using Internet banking”.
7) Technological Structure of banking Website: This factor show that Structure of

internet banking Website. Determent of research with total variances of 52.818 Major
element of this factor include “ITEM P22-I feel assured that technological structures
on the internet banking website make it safe for me to conduct banking transaction
26
there”, “ITEM P23-I feel confident that legal and technological structures adequately
protect me from problems when using Internet banking”, “ITEM P24-I feel that
internet banking website has enough safeguards to make me feel comfortable using it
for my baking transactions”.
8) Perceived Usefulness: this factor is useful to the customer Determent of research

with total variances of 57.959 Major element of this factor include “ITEM P25-
Internet banking is very useful in conducting my banking transactions”; “ITEM P26-it
was easy for me to learn how to use Internet banking to conduct banking
transactions”.
CHAPTER 5
IMPLICATIONS, SUMMARY, SUGGESTIONS &

CONCLUSIONS
5.1 Implications of the Study
 This research is intended to be useful for further research studies where

researchers wants to understand the service quality measure in the internet
banking.
 This study is also intended to be useful contribution in understanding the level
of customer’s perception of service quality of the internetbanking.
 This study is also intended to be useful contribution in understanding the le vel
of service quality based on customer’s perception of internet banking.
 The managers of the bank will be benefitted with this study for understanding
the level of customer perception for formulating/ maintaining/ innovating the
service quality dimensions.
 Reference of study can also be help for the students for their research.
27
 Students for their further research may use the questionnaire of this study.
5.2 Suggestions of the Study
 The analysis is based only on 202 respondents. If we increase the number of

customer then results may be more accurate.
 For this study only one variable i.e. customer perception is analyzed. Thus to get
a good result at a broader perspective more variables could be included.
 The similar study could be carried out considering other organizations from
other service sectors to generalize the result across service industry.
 The study resulted in the fact that there are some other factor also, which are
affecting customer perception. So similar kind of study can be done to evaluate
the effect of other variables on emotional intelligence.
5.3 Summary
The study has been divided into five chapters. The first chapter of this study was
Introduction which includes four sub-parts namely conceptual framework, Review,
Rationale and Objectives. In conceptual framework all definitions and introduction
about the topic was there. In literature review all researchers have been mentioned
which has been done previously, rationale has helped to understand the consumer
perception towards internet banking i.e. why we are doing this research, then next part
was objectives of this research which includes all the objects of this research, third
chapter is research methodology, which includes study (exploratory in nature), sample
design consisting population, sample design consisting population, sample size,
sampling element, sampling technique and tool used for data collection (standardized
questionnaire). The tools used Item to Total Correlation,Reliability and Factor
Analysis have been applied. Fourth chapter contains Results and Discussion. Fifth
28
chapter is Implications, Suggestions, Summary and Conclusion and in the end
References and Annexure are placed.
5.4 Conclusion
The study has resulted in standardized and reliable measures of, customer perception
towards internet banking to banking sector. The measures are reliable as indicating by
their reliability measure which is higher than 0.7.
Internal consistency was ok and acceptable with minimum threshold loadings 0.35.
Then, Exploratory Factor Analysis was applied on the variable Customer Perception
towards internet banking. Before applying the EFA KMO (Kaiser-Meyer-Olkin
Measure of Sampling Adequacy) with the 0.839(eigenvalue). Principle Component
Analysis was applied with Varimax rotation method, the results of which indicated
that there were eight factors factor no. 1 Promptness and Efficiency with, 2 Perceived
Ease of Use, 3 Perceived Service Quality, 4 Perceived Integrity, 5 Perceived Trust, 6
Intention to continue, 7 Technological Structure of banking Website, 8 Perceived
Usefulness. The most important factor emerged was Promptness and
Efficiencyhaving highest Eigenvalue(2.942), second most important factor was
Perceived Ease of Usehaving Eigen value (2.728), third most important factor
wasPerceived Service Qualityhaving Eigen value (2.536) and other factors so on.The
overall data of the sample shows that the higher perception of customers towards the
internet banking.
This indicates that these factors which emerged as strong indicators and representative
of the customer perception requires much more attention by the bankers, managers
and all stakeholders of internet banking channels so that they could improve upon
these service quality dimensions as perceived by the banking customers of at least the
tier II cities like Mathura and specifically people living in big university campus like
GLA University who are regular users of internet banking. Due attention should be
given to these dimensions of service quality emerging out of the study.
29
BIBLIOGRAPHY
REFERENCES
1. Filotto, U. (1997) ... Information technology e canali distributivi, Edipi, Milan .

2. Goyal, V. M., & Goyal, G. (2012). Customer perception towards Internet banking
wrf to private and foreign banks in India. International Journal of Computing &
Business Research, 2229-6166.
3. Grönroos, C. (1982). Consumer perceptions of Internet retail service quality.
International Journal of Service Industry Management, 13(5), 412-431.
4. IAMAI’s Report on Online Banking 2006 Retrieved from http://www.iamai.in
5. Jayawardhena, C. (2004). Measurement of service quality in internet banking: the

development of an instrument. Journal of Marketing Management, 20(1-2), 185-
207
6. Jeevan, M. T. (2000). Only Banks-No Bricks. Voice and Data, 11.
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7. Joseph et al. (1999), “Service quality in the banking sector: the impact of
technology on service delivery. International Journal of Bank Marketing, 17(4),
182-193
8. Jun, M., & Cai, S. (2001). The key determinants of internet banking service
quality: a content analysis. International journal of bank marketing, 19(7), 276-
291.
9. Juran, Joseph M., and James F. Riley. The quality improvement process. New
York, NY: McGraw Hill, 1999 (Joseph et al. (1999), Jun, Minjoon, and
ShaohanCai. "The key determinants of internet banking service quality: a content
analysis." International journal of bank marketing 19.7 (2001): 276-291.
10. Kabir Hassan, M. (2002). The microfinance revolution and the Grameen Bank
experience in Bangladesh. Financial Markets, Institutions & Instruments, 11(3),
205-265.
11. Lockett, A., & Littler, D. (1997). The adoption of direct banking services. Journal
of Marketing Management, 13(8), 791-811.
12. Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner.
"Self-service technologies: understanding customer satisfaction with technology-
based service encounters." Journal of marketing 64, no. 3 (2000): 50-64.
13. Mishra, S. K. E-Banking: An Effective Tool of CRM in Banking Sector. Chief

Patron.
14. Mohammed Al-Hawari, Nicole Harley and Tony Ward (2005), Measuring banks’
automated Service Quality, aconfirmatory factor analysis approach, Marketing
Bulletin, 16, 1-19
15. Nyangosi, R., Arora, J. S., & Singh, S. (2009). The evolution of e-banking: a study
of Indian and Kenyan technology awareness. International Journal of Electronic
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31
17. Santos J. (2003). E-Service quality: a model of virtual service quality dimension,
Managing Service Quality13 (3), 233-246.
18. Sharma, H. (2011). Bankers' perspectives on e-banking. Global Journal of

Research in Management, 1(1), 71.
19. www.slideshare.net
Appendix
QUESTIONNAIRE
Dear Madam/Sir;
I am a student’s of GLA University, Mathura and presently doing a research project

on “Customers perception of internet banking”. I request you to kindly fill the
questionnaire below and assure you that the data generated shall be kept confidential.
Please indicate the extent to which you are agreed or disagree with the following
statement. Circle the appropriate number using the scale below. Some of the
statements are similar to others in order to ensure that I accurately determine your
opinion.
1 - I strongly disagree with this statement [SD]
2 - I disagree with this statement [D]
32
3 - I normal with this statement [N]
4 - I agree with this statement [A]
5 - I strongly agree with this statement [SA]
The following statements measure your general beliefs related to the use of Internet
banking. Please circle only the one number which best reflects your level of agreement or
disagreement with the following statements
I believe that… Strongly Neutral Strongly

Disagree Agree
1. using Internet banking enables me to conduct 1 2 3 4 5

banking transactions more quickly
2. Using Internet banking enables me to conduct 1 2 3 4 5
banking transactions anytime.
3. using Internet banking makes it easier for me to 1 2 3 4 5
conduct banking transactions
4. Using Internet banking enables me to mange 1 2 3 4 5
my bank account (s) more effectively.
5. Internet banking is very useful in conducting 1 2 3 4 5
my banking transactions
6. it was easy for me to learn how to use Internet 1 2 3 4 5
banking to conduct banking transactions
7. Conducting banking transactions through the 1 2 3 4 5
Internet banking website does not require a lot
of mental effort.
8. the interaction with the internet banking website 1 2 3 4 5
is clear and understandable
9. it was easy for me to become skilful at using 1 2 3 4 5
Internet banking
33
10. Internet banking is very easy to use. 1 2 3 4 5
11. I intend to continue using Internet banking for 1 2 3 4 5

doing some of my banking transactions
12. I will continue using internet banking for 1 2 3 4 5
performing some of my banking transactions
13. I will use Internet banking to conduct most of 1 2 3 4 5

my banking transactions
14. My bank is trusted as an Internet banking 1 2 3 4 5
provider.
15. I rely on Internet banking as a trusted medium 1 2 3 4 5
of financial transactions
16. Overall, I trust Internet banking to perform my 1 2 3 4 5
banking transactions
17. I feel assured that legal structures, such as the 1 2 3 4 5
bank’s terms and conditions regarding the use
of Internet banking protect me from problems
when using the Internet banking website
18. I feel assured that technological structures on 1 2 3 4 5
the internet banking website make it safe for me
to conduct banking transaction there.
19. I feel confident that legal and technological 1 2 3 4 5
structures adequately protect me from problems
when using Internet banking
20. I feel that internet banking website has enough 1 2 3 4 5
safeguards to make me feel comfortable using it
for my baking transactions
21. I feel that the Internet banking website, in 1 2 3 4 5
general is a robust and safe environment in
which to perform banking transactions.
34
22. My bank is competent in providing excellent 1 2 3 4 5
Internet banking services.
23. My bank has the capability to meet its Internet 1 2 3 4 5
banking customer’s needs.
24. my bank knows how to provide excellent 1 2 3 4 5
Internet banking services
25. my bank generally is an expert at providing 1 2 3 4 5
Internet banking services
26. my bank is honest with its Internet banking 1 2 3 4 5
customers
27. My bank is trustful in its dealing with my 1 2 3 4 5
Internet banking transactions.
28. My bank is acting in my best interest. 1 2 3 4 5
29. my bank would be ready and willing to do its 1 2 3 4 5

best to assist and support me with using its
internet banking
Name:
Gender:
Qualification:
Bank Name:
Occupation: Businessman Student Professional Housewife
35
Data Sheet (Excel):

R Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q Q
E 1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 3
VI 0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0
E
W
R1 5 5 5 5 5 3 3 3 3 3 5 5 2 4 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
R2 4 4 5 4 5 4 4 5 5 4 3 5 4 4 3 4 3 3 4 4 5 5 4 4 5 5 5 4 3 4
R3 5 5 5 4 5 4 3 3 5 4 4 4 4 5 3 3 3 3 3 3 3 4 4 4 3 2 2 5 3 3
R4 4 4 4 3 4 2 2 1 1 2 4 4 3 3 3 3 2 2 2 3 3 4 4 4 4 4 4 4 4 3
R5 1 2 1 3 1 1 2 3 3 3 4 4 4 3 3 3 4 3 3 4 4 3 4 4 4 4 4 4 4 4
R6 2 3 2 4 2 4 3 1 5 3 4 4 3 2 5 5 5 4 4 4 4 4 4 4 3 3 2 3 2 3
R7 3 4 4 4 4 3 5 5 5 4 3 3 4 3 4 1 2 3 4 4 4 4 3 4 4 5 4 5 4 5
R8 2 3 3 3 4 4 4 4 4 5 3 4 4 4 3 3 3 3 3 4 4 3 5 3 2 4 4 3 3 3
R9 4 4 3 3 4 3 2 3 4 4 3 3 4 4 4 4 3 3 3 3 3 4 4 4 3 3 4 3 3 4
R1 2 2 4 2 4 4 4 4 4 4 4 4 4 3 2 3 4 2 2 2 3 2 4 3 4 4 4 3 4 2
0
R1 3 4 4 2 5 2 2 3 4 3 4 5 4 3 4 4 4 3 4 3 4 4 4 4 4 4 4 3 4 4
36
1
R1 5 5 4 4 4 2 4 4 2 4 4 4 4 4 4 4 2 4 4 4 2 4 4 2 4 4 4 4 4 4
2
R1 4 4 5 3 4 2 1 2 4 2 3 4 2 4 2 3 3 3 3 3 2 3 2 1 3 4 2 2 2 2
3
R1 4 4 5 3 4 5 4 4 5 5 2 2 4 2 4 3 3 4 3 3 2 2 3 2 1 3 5 3 4 2
4
R1 1 1 5 2 5 5 3 3 4 3 4 5 4 3 3 2 3 4 4 3 4 5 5 3 5 1 3 5 3 4
5
R1 5 5 5 3 3 4 3 2 3 5 5 3 3 2 4 1 2 3 4 2 5 5 5 4 4 4 4 4 4 4
6
R1 5 5 5 4 5 5 1 5 4 5 5 4 4 4 5 3 4 4 4 4 3 5 5 5 5 5 5 5 5 5
7
R1 4 5 3 5 4 3 4 4 4 5 2 3 5 4 5 2 2 3 4 4 3 4 4 5 4 5 4 4 3 2
8
R1 5 4 5 4 5 4 4 5 5 5 3 5 4 4 4 4 3 3 3 4 4 5 5 4 4 5 5 5 4 4
9
R2 4 4 5 4 5 4 4 4 4 3 5 5 4 4 4 4 2 3 4 4 5 5 5 4 4 5 5 5 4 4
0
R2 4 4 5 4 5 4 4 4 3 5 3 5 4 4 4 4 3 3 4 4 4 5 5 4 4 5 5 5 4 3
1
R2 4 4 5 4 5 4 4 4 3 5 3 5 4 4 4 4 3 3 4 4 4 5 5 4 4 5 5 5 4 4
2
R2 2 3 4 4 4 5 4 4 3 3 3 3 3 3 4 4 5 3 3 5 5 2 2 4 4 4 3 3 3 3
3
R2 5 5 5 5 5 5 4 4 5 4 5 5 4 3 3 4 4 4 4 4 4 5 5 4 4 4 4 4 3 4
4
R2 1 2 1 2 4 3 4 3 5 4 3 5 3 4 4 4 3 3 3 4 4 5 3 5 4 3 4 4 3 3
5
R2 4 2 2 4 4 4 2 2 4 4 2 2 3 4 2 4 2 4 2 4 4 4 3 4 4 3 4 2 4 2
6
R2 4 5 4 5 4 2 4 4 4 5 4 4 5 4 4 3 4 2 4 2 4 2 4 2 2 4 4 4 4 5
7
R2 4 5 5 5 5 4 5 4 5 4 4 5 5 4 4 3 4 4 4 5 5 5 4 4 4 4 5 5 5 5
8
R2 4 3 4 3 4 3 3 4 3 3 4 4 3 4 3 5 4 4 3 4 4 4 4 5 4 5 5 5 4 5
37
9
R3 4 4 4 3 4 3 4 3 3 3 4 4 4 3 3 3 3 3 4 3 3 3 2 3 3 3 3 3 3 3
0
R3 5 5 5 5 5 3 3 3 4 5 5 5 5 4 3 5 4 5 5 4 3 4 4 3 3 3 3 3 3 3
1
R3 5 5 5 5 5 3 3 3 4 5 5 5 5 4 4 5 5 5 4 3 5 5 5 5 4 5 5 5 5 5
2
R3 5 5 5 5 3 4 3 3 4 4 5 5 5 4 3 5 4 5 5 4 3 5 4 4 3 3 3 3 4 4
3
R3 4 4 5 4 4 5 3 4 4 5 4 4 3 3 3 5 3 4 4 5 5 5 5 4 4 4 4 3 4 5
4
R3 3 5 2 3 4 3 3 3 1 1 3 2 3 3 2 4 3 4 3 3 4 3 4 2 3 3 2 4 3 4
5
R3 5 4 4 5 5 5 4 4 5 5 5 5 5 4 3 3 4 4 4 4 3 4 4 4 4 5 5 4 4 4
6
R3 5 5 5 5 5 4 4 5 5 4 5 5 5 5 4 2 5 4 3 5 4 5 5 5 5 5 5 5 5 5
7
R3 5 5 5 5 5 4 4 4 4 3 4 4 4 3 3 3 4 5 4 3 4 4 5 4 4 5 4 4 4 5
8
R3 4 4 5 4 5 3 3 4 5 3 3 4 4 3 3 4 5 5 3 5 4 4 4 3 5 5 5 5 5 5
9
R4 4 5 4 5 4 2 4 4 4 5 5 4 5 4 4 3 4 2 3 2 4 3 4 5 5 4 3 5 5 5
0
R4 5 4 4 5 5 5 2 4 5 3 5 4 5 5 5 4 4 5 4 2 4 5 4 4 3 4 5 1 3 4
1
R4 4 5 5 4 5 4 3 3 3 3 3 4 3 3 3 3 3 3 3 4 4 3 4 3 3 3 3 3 4 4
2
R4 4 5 5 4 4 3 2 5 3 2 3 5 5 3 3 2 4 3 5 5 5 4 5 4 4 3 3 4 5 4
3
R4 3 4 4 3 5 3 3 4 5 4 4 5 5 5 3 4 4 4 3 5 5 5 5 4 4 4 4 3 3 4
4
R4 4 2 3 4 5 4 1 2 4 5 4 5 3 5 3 5 5 4 3 5 5 5 4 3 5 3 5 5 3 4
5
R4 5 5 5 5 5 3 1 4 3 5 5 5 5 3 3 4 4 3 3 4 4 5 2 3 5 5 5 4 5 4
6
R4 4 5 5 4 4 5 3 3 4 3 4 4 4 3 3 4 4 3 3 4 4 4 4 4 3 4 4 5 5 4
38
7
R4 4 3 5 4 5 3 5 2 4 1 4 5 3 3 4 3 5 4 4 4 3 4 4 3 4 3 2 5 4 3
8
R4 4 5 5 4 4 5 4 5 4 4 5 3 5 3 4 5 4 4 5 4 5 5 4 4 4 3 4 4 4 5
9
R5 4 4 5 5 5 3 4 4 3 4 4 4 3 3 3 4 4 3 4 4 4 4 4 4 4 4 5 4 4 4
0
R5 5 5 5 5 5 5 3 5 5 4 5 5 5 4 4 4 5 3 3 3 5 5 5 5 4 4 4 4 5 5
1
R5 5 5 5 5 5 4 3 5 4 4 5 5 4 4 3 5 5 4 4 5 4 5 5 4 3 4 5 5 4 5
2
R5 5 5 5 3 5 2 4 4 5 3 5 5 5 5 5 5 5 4 4 3 5 5 5 5 5 5 5 3 5 3
3
R5 5 5 5 5 5 5 5 5 3 5 4 5 5 5 3 3 5 5 5 4 5 5 5 5 5 5 5 5 5 5
4
R5 4 5 5 5 4 3 2 4 4 4 5 4 5 4 4 3 4 2 4 2 4 2 4 4 4 4 5 5 5 4
5
R5 4 4 3 4 4 2 3 2 2 2 3 4 3 2 2 3 4 3 4 2 3 2 3 3 2 3 1 1 3 3
6
R5 4 4 4 4 4 4 4 4 5 3 3 4 2 4 2 4 3 3 4 3 3 3 3 3 3 3 3 4 4 4
7
R5 5 5 5 5 5 4 5 5 5 5 4 5 5 4 4 4 4 4 5 4 5 5 5 5 5 4 5 4 4 4
8
R5 3 4 3 4 3 3 4 3 4 4 3 2 3 2 3 4 4 2 3 2 3 4 3 4 3 2 3 4 3 4
9
R6 3 3 4 3 3 4 5 4 4 4 4 4 4 4 4 4 4 3 3 3 5 5 4 4 3 4 5 4 4 4
0
R6 4 4 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 4 5 3 3 4 3 3 5 4 4 5 5
1
R6 4 4 5 4 5 4 4 5 4 4 4 5 4 5 4 5 5 4 4 4 3 3 3 3 3 3 3 4 4 4
2
R6 4 4 4 5 4 3 4 3 3 3 3 3 4 4 4 4 4 5 4 5 3 5 5 3 3 3 4 3 4 4
3
R6 5 5 5 5 5 4 5 5 5 5 5 4 5 4 5 5 3 4 4 5 5 5 4 4 4 5 4 4 5 5
4
R6 3 3 4 1 4 3 5 5 5 3 4 3 1 4 4 5 4 4 5 5 3 3 4 4 4 3 4 3 5 5
39
5
R6 3 3 2 3 3 2 4 3 2 4 3 4 2 3 4 3 4 4 3 3 3 3 3 3 3 4 3 3 4 3
6
R6 5 5 5 5 5 5 5 5 5 5 4 5 4 4 5 5 4 5 4 4 4 4 5 5 5 5 5 5 5 5
7
R6 3 2 4 1 4 4 2 2 4 4 5 3 4 4 2 2 3 4 2 3 2 2 3 4 4 3 4 4 3 3
8
R6 4 5 3 5 3 2 2 3 5 2 5 5 5 4 4 4 2 3 3 4 4 3 3 4 4 5 5 4 4 3
9
R7 5 5 5 5 5 4 4 4 5 4 5 4 4 4 2 4 4 5 4 5 5 4 4 5 5 5 4 4 4 4
0
R7 5 4 4 5 4 4 5 5 4 4 4 4 3 2 2 2 4 4 4 5 5 5 5 5 5 4 4 4 5 4
1
R7 5 5 5 5 5 4 5 5 5 5 4 5 5 4 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5
2
R7 5 4 4 4 4 4 5 4 5 4 3 3 4 5 4 4 4 3 4 5 4 3 4 4 5 4 4 4 5 5
3
R7 4 4 5 4 5 4 4 5 4 5 4 4 5 5 5 4 4 5 4 4 3 3 3 3 4 4 5 5 5 5
4
R7 5 5 4 5 5 5 5 5 5 5 5 4 4 4 4 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5
5
R7 5 4 5 5 4 3 3 2 4 5 2 4 3 5 5 5 4 5 5 4 4 4 5 4 4 3 4 4 5 5
6
R7 5 5 5 4 3 2 3 4 3 3 3 4 4 2 3 2 5 2 4 2 5 3 3 4 3 5 4 3 2 4
7
R7 4 5 4 4 3 3 4 4 4 5 4 4 5 4 4 4 4 3 4 4 4 3 4 4 4 4 4 4 4 4
8
R7 4 4 5 4 5 5 5 3 5 4 4 5 5 4 5 5 4 4 3 4 3 4 5 4 4 4 5 5 4 5
9
R8 5 5 5 5 4 4 3 4 3 5 5 4 4 3 4 3 4 4 5 5 3 4 3 2 2 4 4 2 3 2
0
R8 1 1 1 1 5 5 3 4 5 5 4 3 4 5 5 3 4 5 4 5 5 4 1 5 4 5 5 5 4 5
1
R8 4 5 4 3 4 4 3 4 4 4 4 4 5 4 3 4 3 4 4 4 4 4 4 4 3 4 4 3 4 4
2
R8 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 3
40
3
R8 4 3 4 5 3 3 4 3 4 4 3 3 4 3 3 4 5 4 3 4 3 3 4 3 2 4 3 3 4 2
4
R8 4 4 4 4 4 3 3 3 2 3 4 3 3 3 3 4 4 4 4 3 3 4 4 3 3 4 4 4 4 3
5
R8 4 5 4 5 3 5 4 4 3 3 3 4 5 4 5 3 5 3 4 3 4 5 3 4 5 3 5 3 4 4
6
R8 2 2 4 5 5 4 5 4 5 5 5 4 4 4 4 3 4 4 2 3 4 4 4 3 3 2 5 5 3 4
7
R8 5 4 4 3 5 5 3 4 4 2 5 4 4 3 3 2 3 3 4 4 4 5 4 4 4 5 5 4 3 4
8
R8 5 4 5 3 3 4 3 4 5 5 4 3 3 3 2 3 3 3 4 3 3 5 5 4 3 4 3 4 5 2
9
R9 5 5 4 5 5 5 4 3 3 4 5 4 4 3 3 4 3 3 4 4 3 5 4 5 2 4 2 3 5 4
0
R9 3 4 3 2 4 5 2 4 2 3 3 4 4 3 3 3 4 2 3 3 2 4 5 5 3 3 4 4 5 2
1
R9 5 5 5 5 5 4 1 2 4 3 3 3 3 3 3 3 2 3 5 3 1 3 1 3 3 3 3 3 3 2
2
R9 3 5 4 3 4 5 3 4 2 4 2 4 2 5 3 3 5 5 3 3 3 4 4 5 3 3 4 4 5 5
3
R9 5 4 4 4 5 5 5 5 5 4 4 5 5 4 4 4 4 3 3 4 5 4 4 4 3 3 3 5 3 5
4
R9 5 5 4 3 4 5 4 3 4 5 4 5 5 5 5 4 5 4 4 3 5 3 4 4 5 4 4 4 3 5
5
R9 3 4 4 2 4 4 4 3 4 2 4 3 5 3 3 4 4 3 5 3 5 2 5 4 4 3 5 3 5 4
6
R9 5 5 4 3 4 2 3 2 4 4 4 3 5 2 5 3 4 2 4 2 3 5 4 3 4 3 5 5 4 3
7
R9 3 2 4 3 4 3 3 3 4 4 3 4 3 4 2 4 4 2 3 2 3 3 4 3 5 3 3 2 4 4
8
R9 4 4 4 4 3 3 2 5 5 4 4 5 4 4 5 4 4 4 4 4 4 3 3 4 3 5 4 4 3 5
9
R1 4 5 4 3 4 4 5 5 4 4 5 4 4 4 4 3 4 4 4 4 4 3 3 4 3 2 3 3 4 4
00
R1 4 5 4 3 4 3 5 5 4 4 5 4 4 3 5 3 4 4 4 4 1 4 3 3 4 3 5 4 3 5
41
01
R1 5 4 4 3 4 2 3 4 3 1 4 2 3 5 2 4 4 1 4 2 3 4 4 5 4 3 2 2 3 4
02
R1 5 4 4 3 4 4 2 2 3 1 3 5 3 4 2 2 5 3 1 3 2 4 2 4 5 4 3 2 1 3
03
R1 5 4 4 5 4 3 3 4 3 4 3 4 4 2 4 2 4 3 2 3 5 4 3 4 2 3 4 4 5 1
04
R1 2 3 3 2 4 1 1 2 3 1 3 3 4 4 2 2 2 4 4 5 4 4 4 4 5 5 5 4 5 1
05
R1 5 4 4 4 4 3 4 4 2 4 4 4 4 4 4 4 4 4 2 3 2 2 2 2 2 2 2 2 2 2
06
R1 5 5 5 5 5 5 4 4 5 4 5 3 3 4 4 5 3 2 2 3 3 4 5 5 5 4 4 3 4 3
07
R1 3 3 3 3 3 3 4 4 5 4 5 5 4 2 2 4 4 3 4 4 3 3 3 2 5 5 5 2 2 5
08
R1 4 4 3 3 3 4 3 4 4 3 3 3 4 4 4 5 5 3 3 3 3 4 4 4 3 3 3 4 3 3
09
R1 3 3 3 3 2 4 5 5 5 5 5 4 4 3 3 3 4 4 4 4 3 3 4 4 3 3 4 3 4 3
10
R1 5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 3 4 3 4 4 3 5 5 3 3 3 4 4 4 4
11
R1 3 3 4 3 4 4 4 3 3 4 4 3 4 4 4 3 4 3 3 4 4 3 3 4 4 4 3 4 3 4
12
R1 3 3 3 3 4 4 4 3 3 4 4 4 4 3 3 5 3 3 3 3 3 5 4 4 5 4 4 5 3 3
13
R1 5 5 5 4 4 5 4 5 4 4 5 3 4 3 2 4 4 5 4 4 4 4 4 5 5 3 3 4 3 4
14
R1 4 4 4 4 4 3 4 4 3 4 4 4 3 4 4 4 4 4 3 4 3 4 4 4 4 4 4 4 4 4
15
R1 4 4 4 3 3 4 3 4 3 3 3 3 4 3 4 4 3 3 4 3 3 4 3 4 4 4 4 4 4 3
16
R1 4 5 3 5 5 4 4 4 3 4 3 3 4 3 5 4 4 4 3 5 5 3 4 3 3 5 4 3 3 5
17
R1 4 5 4 5 5 5 3 4 3 4 3 5 2 5 4 3 3 5 5 5 5 4 3 5 3 4 4 3 4 4
18
R1 3 5 4 2 4 5 5 4 4 3 3 5 5 5 3 3 4 2 2 2 3 3 3 1 1 4 2 4 2 4
42
19
R1 3 3 3 4 4 5 3 3 3 2 4 4 4 4 3 5 4 4 5 5 5 5 4 4 4 4 4 2 4 4
20
R1 2 3 4 4 4 3 3 4 3 2 4 4 3 2 4 1 2 3 3 4 4 3 3 4 3 2 2 5 5 3
21
R1 4 4 4 4 4 2 3 5 5 4 4 5 5 5 5 4 3 4 4 5 4 5 5 5 5 5 5 5 4 4
22
R1 3 2 4 3 2 2 4 3 4 3 3 4 4 4 3 3 4 4 5 5 5 3 3 3 3 4 4 4 2 2
23
R1 5 5 4 5 4 5 4 4 5 5 4 5 5 3 4 4 5 4 4 5 4 5 4 4 5 5 4 5 4 5
24
R1 5 5 5 5 5 5 4 4 4 4 4 3 3 3 3 2 5 5 3 3 4 4 4 5 4 4 4 3 2 4
25
R1 3 4 2 4 3 4 3 4 2 5 3 3 4 4 3 3 5 4 5 4 4 4 4 4 4 4 3 2 2 4
26
R1 3 4 3 4 4 4 5 4 5 5 4 5 3 3 3 3 5 4 3 5 2 3 4 3 5 3 4 3 4 3
27
R1 4 3 4 5 4 4 3 5 4 3 4 5 5 3 3 4 5 4 4 3 5 5 3 4 4 5 3 3 4 5
28
R1 5 5 5 5 5 5 3 1 3 3 3 5 5 3 3 4 4 4 3 3 5 5 3 5 3 4 3 4 2 1
29
R1 5 5 5 5 3 4 4 5 5 4 4 4 4 5 5 4 4 4 5 5 3 5 5 4 5 5 5 5 5 5
30
R1 5 5 4 4 5 5 5 5 4 4 5 5 5 4 5 4 5 4 5 4 5 4 5 5 5 4 4 4 5 5
31
R1 5 5 5 5 5 5 5 5 5 4 5 4 5 3 5 5 5 5 5 5 4 5 5 2 5 5 5 5 5 5
32
R1 3 3 4 2 5 4 5 3 5 3 2 2 3 4 2 3 3 4 3 5 3 4 3 4 3 4 3 4 5 2
33
R1 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
34
R1 5 4 5 3 4 3 4 3 4 3 5 3 5 3 4 3 4 2 4 5 5 3 4 5 4 5 4 5 4 5
35
R1 4 4 4 4 4 3 3 4 4 4 5 3 4 3 3 3 4 4 4 4 3 4 4 4 3 4 4 4 3 4
36
R1 5 2 3 2 5 2 4 2 2 2 2 2 2 4 4 3 4 3 4 5 5 5 3 3 3 5 5 3 3 4
43
37
R1 5 5 3 3 4 4 5 3 4 5 3 4 3 3 4 5 4 4 3 5 5 5 4 4 3 3 4 3 5 5
38
R1 3 5 3 4 4 5 4 2 5 1 4 4 2 5 3 4 5 3 3 5 3 5 5 3 1 4 5 3 3 4
39
R1 5 5 5 4 4 4 3 3 4 4 5 4 5 5 5 4 3 4 4 2 4 5 5 4 3 3 3 2 4 4
40
R1 4 4 3 4 2 3 3 3 4 3 5 4 5 5 4 5 4 5 3 3 5 3 5 3 2 3 4 3 1 3
41
R1 4 5 5 4 4 3 4 4 4 4 5 4 3 4 5 5 5 3 3 4 5 4 3 3 3 4 4 5 4 5
42
R1 5 5 5 5 5 5 5 5 5 5 1 3 4 5 1 3 3 3 4 4 5 4 3 3 5 5 4 3 5 5
43
R1 4 4 5 5 4 4 5 5 5 5 5 5 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5
44
R1 4 5 3 4 4 4 1 3 4 4 4 4 5 3 3 5 3 4 4 4 4 3 3 3 2 4 4 3 3 3
45
R1 5 5 4 4 4 4 4 4 4 4 4 4 3 3 3 3 4 4 4 3 3 5 5 3 3 5 5 3 3 5
46
R1 4 5 3 5 3 4 2 3 4 4 3 5 3 2 3 2 3 3 4 2 4 2 4 3 4 3 4 3 4 3
47
R1 2 3 2 3 2 4 5 5 1 1 1 1 3 3 1 3 1 5 3 1 5 2 4 2 2 2 3 3 4 4
48
R1 4 5 3 5 5 4 4 4 3 4 3 3 4 3 5 4 4 4 3 5 5 3 4 3 3 5 4 4 3 5
49
R1 4 5 5 5 4 5 4 5 4 5 4 4 5 4 5 3 4 5 5 4 5 5 3 4 4 4 3 4 5 5
50
R1 5 4 5 5 4 5 4 4 4 5 3 5 3 5 5 4 4 4 4 4 5 3 3 3 3 5 5 5 5 4
51
R1 5 5 5 4 4 5 5 4 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 5 5 4 4 5 4
52
R1 5 5 5 5 4 5 4 5 2 3 4 3 4 4 5 2 3 3 3 4 4 4 4 5 5 5 3 3 4 4
53
R1 4 5 4 3 4 3 4 3 2 5 4 4 5 3 4 3 5 4 3 3 5 5 4 5 3 5 4 3 4 5
54
R1 2 3 2 5 3 2 3 2 3 2 5 2 2 4 2 4 3 5 3 4 3 4 2 3 4 2 4 5 3 3
44
55
R1 5 5 4 4 4 3 4 4 4 4 4 4 4 4 4 4 3 4 5 4 5 4 5 4 4 5 5 5 4 3
56
R1 3 4 3 2 3 3 2 3 3 3 3 3 3 3 3 3 3 4 3 4 3 4 3 4 3 4 3 4 3 4
57
R1 5 5 5 4 5 5 4 5 5 5 5 5 5 5 5 3 5 5 4 4 4 5 5 5 5 5 3 5 5 5
58
R1 4 4 4 3 5 4 4 3 4 4 5 5 5 4 4 3 3 4 3 4 3 4 3 4 4 4 5 4 3 4
59
R1 5 4 4 4 4 5 5 5 5 5 5 3 5 5 5 3 5 5 5 4 4 4 4 4 3 3 4 4 4 5
60
R1 5 4 4 5 3 4 5 1 4 3 5 3 3 4 5 4 3 1 3 2 4 2 4 3 2 4 5 4 5 5
61
R1 5 4 5 5 3 5 2 3 1 1 5 5 5 1 2 5 1 5 5 4 1 1 3 3 5 5 5 5 3 1
62
R1 5 4 3 4 4 2 4 3 4 3 5 5 3 1 4 3 4 4 3 3 4 4 3 3 4 3 4 3 2 3
63
R1 5 5 5 5 5 4 5 4 4 4 5 4 5 5 5 3 3 4 4 5 4 5 3 3 4 5 5 4 4 4
64
R1 5 5 5 5 5 5 3 3 3 3 5 5 3 3 3 3 5 3 5 3 5 3 5 3 5 3 5 3 5 3
65
R1 4 4 4 2 3 4 2 1 4 3 4 4 4 3 3 5 3 4 3 4 2 4 4 3 4 4 4 3 2 5
66
R1 5 4 5 4 5 5 4 4 5 5 4 5 4 4 4 4 4 5 4 5 4 4 5 5 4 5 5 4 5 5
67
R1 3 4 4 3 5 4 3 2 3 3 3 2 4 2 3 2 2 1 1 3 2 1 2 2 1 2 1 2 1 2
68
R1 4 3 4 3 4 4 2 4 3 3 4 3 4 3 4 5 3 4 5 3 4 5 3 4 5 4 3 4 4 4
69
R1 5 4 4 4 4 4 2 3 3 4 4 5 4 4 3 4 4 4 3 4 3 3 3 4 3 3 4 3 3 3
70
R1 4 5 4 5 4 3 3 2 3 4 4 5 4 3 3 3 4 4 4 3 3 4 4 4 3 5 4 4 4 4
71
R1 3 4 3 5 4 1 2 4 5 3 3 4 4 2 3 1 4 3 3 4 3 4 2 4 5 5 4 4 3 3
72
R1 5 5 5 4 4 4 3 4 4 3 3 5 3 4 4 3 4 5 5 4 3 4 5 5 5 4 4 3 4 4
45
73
R1 4 4 4 4 4 3 3 3 4 3 4 4 4 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 3 3
74
R1 5 5 5 4 3 3 3 4 4 5 4 4 5 4 5 5 5 4 5 4 5 4 5 4 5 4 5 4 4 5
75
R1 3 4 3 3 3 5 5 2 2 3 4 2 3 4 2 4 5 3 4 2 4 3 2 4 2 4 5 5 3 4
76
R1 4 4 4 4 4 3 2 3 3 3 3 3 4 3 3 3 4 4 3 5 4 3 5 5 4 4 4 4 3 3
77
R1 5 4 5 5 5 5 4 4 5 4 5 5 4 3 3 3 5 4 4 5 4 4 5 5 5 5 5 5 5 5
78
R1 5 5 5 4 4 4 3 4 5 4 5 5 4 4 4 4 4 4 4 5 4 5 5 5 4 4 4 3 4 4
79
R1 4 5 4 4 3 2 3 3 2 3 3 2 3 4 3 2 3 2 3 3 4 3 3 4 4 4 2 2 4 4
80
R1 4 4 4 4 3 5 5 5 5 4 4 5 5 3 3 4 5 5 3 3 3 4 4 4 4 4 5 5 3 4
81
R1 4 4 5 5 3 4 5 5 3 5 4 2 5 3 4 4 5 4 4 3 4 4 2 5 5 5 4 3 4 4
82
R1 5 5 4 3 4 5 5 5 4 3 3 5 5 4 4 5 5 4 5 4 5 4 3 4 5 4 3 4 5 5
83
R1 4 5 5 5 5 5 3 3 3 4 4 5 5 4 3 2 4 3 3 3 5 5 5 5 5 3 3 3 4 4
84
R1 5 5 4 4 5 3 4 5 5 5 4 4 5 3 3 5 4 5 3 4 5 5 5 5 4 4 5 5 4 4
85
R1 5 4 5 4 4 4 4 3 3 3 4 5 5 2 3 2 4 5 5 3 3 3 3 4 4 4 2 4 5 5
86
R1 4 4 4 4 3 3 3 4 4 3 5 5 5 4 4 2 3 4 4 5 5 5 5 3 3 3 4 4 4 5
87
R1 4 4 4 5 5 5 4 3 3 3 4 3 5 5 4 3 4 5 5 5 5 3 3 4 4 4 5 5 4 4
88
R1 5 4 4 3 3 3 5 5 4 4 4 4 5 5 2 3 4 5 5 5 5 4 3 3 3 3 2 4 4 5
89
R1 3 3 3 4 4 4 5 4 4 4 5 3 3 4 5 5 4 3 5 5 5 3 3 4 4 4 5 5 4 4
90
R1 5 5 4 3 4 5 3 2 5 3 4 3 5 2 4 4 3 2 4 5 3 5 2 5 2 4 4 4 2 5
46
91
R1 4 4 4 3 4 3 4 4 3 4 4 4 4 3 3 5 2 3 2 2 3 3 3 3 3 4 4 4 4 4
92
R1 5 5 5 4 4 3 3 4 5 2 5 3 4 2 5 4 5 2 5 4 3 4 5 5 4 4 3 5 3 5
93
R1 4 4 5 3 5 2 4 5 5 4 3 4 5 5 1 4 5 2 5 4 4 5 2 3 5 3 3 4 4 5
94
R1 4 5 5 3 4 5 2 4 4 4 4 3 4 3 1 3 3 2 3 4 4 2 3 4 2 3 4 3 5 4
95
R1 4 4 4 4 4 4 4 5 5 5 3 3 3 4 4 3 5 5 4 4 4 4 4 3 3 3 3 5 5 4
96
R1 4 4 5 4 3 2 3 4 3 2 4 4 3 4 5 4 3 3 4 4 3 3 4 3 4 2 4 2 5 5
97
R1 5 5 5 5 4 3 3 4 3 4 5 4 5 3 4 3 4 3 5 4 4 3 5 4 3 4 4 5 4 5
98
R1 3 2 4 4 2 3 1 1 4 3 4 4 3 2 2 5 3 3 3 4 4 4 5 5 5 3 4 4 4 4
99
R2 5 5 5 5 5 3 4 3 4 4 4 5 3 4 5 3 5 4 5 3 5 4 3 5 4 4 5 5 4 5
00
R2 4 4 5 4 5 4 3 4 3 4 5 4 4 5 4 4 4 5 3 3 3 3 3 3 4 4 3 4 3 4
01
R2 5 3 4 4 3 2 4 5 4 5 3 5 2 3 3 3 5 5 2 3 2 4 4 4 2 4 2 4 3 3
02
47
SPSS Outputs
Item-Total Statistics
Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha
Item Deleted Item Deleted Total Correlation Correlation if Item Deleted
VAR00001 111.9653 173.864 .463 .625 .884
VAR00002 111.8960 176.273 .385 .578 .886
VAR00003 111.9208 174.451 .471 .584 .884
VAR00004 112.1337 174.295 .437 .404 .885
VAR00005 111.9604 176.854 .410 .360 .886
VAR00006 112.3267 175.714 .358 .286 .887
VAR00007 112.5099 175.555 .350 .364 .887
VAR00008 112.3663 171.328 .522 .435 .883
VAR00009 112.2079 173.897 .447 .359 .885
VAR00010 112.3366 172.483 .473 .355 .884
VAR00011 112.1287 176.988 .366 .300 .886
VAR00012 112.0891 175.166 .432 .385 .885
VAR00013 112.1040 175.576 .422 .332 .885
VAR00014 112.2079 177.897 .349 .325 .887
VAR00015 112.3614 176.232 .397 .383 .886
VAR00016 112.3069 172.224 .519 .403 .883
VAR00017 112.2376 176.182 .396 .294 .886
VAR00018 112.4059 176.581 .356 .324 .887
VAR00019 112.3515 175.413 .444 .361 .885
VAR00020 112.3020 176.112 .383 .368 .886
VAR00021 112.2426 174.931 .417 .358 .885
VAR00022 112.1733 173.010 .500 .388 .884
VAR00023 112.2178 174.490 .446 .333 .885
VAR00024 112.2376 175.615 .433 .421 .885
VAR00025 112.3366 173.807 .448 .414 .885
VAR00026 112.1782 174.874 .461 .411 .885
VAR00027 112.1386 174.478 .448 .416 .885
VAR00028 112.2475 175.341 .410 .343 .886
VAR00029 112.2574 174.023 .463 .416 .884
48
VAR00030 112.1485 171.610 .535 .408 .883
Summary Item Statistics
Mean Minimu Maximu Range Maximum / Varianc N of

m m Minimum e Items
Item
3.869 3.569 4.183 .614 1.172 .021 30
Means
Total Variance Explained
Com Initial Eigenvalues Extraction Sums of Rotation Sums of Squared

pone Squared Loadings Loadings
nt
Total % of Cumulati Total % of Cumul Total % of Cumulati
Varianc ve % Varianc ative Varianc ve %
e e % e
1 7.165 23.884 23.884 7.165 23.884 23.884 2.942 9.806 9.806
2 2.217 7.391 31.276 2.217 7.391 31.276 2.728 9.094 18.900
3 1.665 5.549 36.825 1.665 5.549 36.825 2.536 8.454 27.355
4 1.475 4.915 41.740 1.475 4.915 41.740 2.071 6.903 34.258
5 1.352 4.506 46.246 1.352 4.506 46.246 2.030 6.768 41.026
6 1.236 4.120 50.366 1.236 4.120 50.366 1.897 6.325 47.350
7 1.187 3.957 54.323 1.187 3.957 54.323 1.640 5.467 52.818
8 1.091 3.636 57.959 1.091 3.636 57.959 1.542 5.142 57.959
9 .969 3.230 61.189
49
10 .908 3.026 64.215
11 .873 2.910 67.125
12 .823 2.742 69.867
13 .816 2.721 72.589
14 .769 2.562 75.151
15 .705 2.349 77.500
16 .699 2.330 79.830
17 .642 2.142 81.972
18 .607 2.023 83.995
19 .563 1.878 85.873
20 .511 1.703 87.576
21 .500 1.665 89.241
22 .462 1.541 90.782
23 .431 1.437 92.220
24 .413 1.377 93.596
25 .396 1.319 94.916
26 .372 1.239 96.154
27 .351 1.170 97.324
28 .316 1.053 98.377
29 .258 .861 99.237
30 .229 .763 100.000
50
Extraction Method: Principal Component Analysis.
Item-Total Statistics
Scale Mean Scale Corrected Squared Cronbach's

if Item Variance if Item-Total Multiple Alpha if
Deleted Item Correlation Correlation Item
Deleted Deleted
VAR000
111.9653 173.864 .463 .625 .884
01
VAR000
111.8960 176.273 .385 .578 .886
02
VAR000
111.9208 174.451 .471 .584 .884
03
VAR000
112.1337 174.295 .437 .404 .885
04
VAR000
111.9604 176.854 .410 .360 .886
05
VAR000
112.3267 175.714 .358 .286 .887
06
VAR000
112.5099 175.555 .350 .364 .887
07
VAR000
112.3663 171.328 .522 .435 .883
08
VAR000
112.2079 173.897 .447 .359 .885
09
51
VAR000
112.3366 172.483 .473 .355 .884
10
VAR000
112.1287 176.988 .366 .300 .886
11
VAR000
112.0891 175.166 .432 .385 .885
12
VAR000
112.1040 175.576 .422 .332 .885
13
VAR000
112.2079 177.897 .349 .325 .887
14
VAR000
112.3614 176.232 .397 .383 .886
15
VAR000
112.3069 172.224 .519 .403 .883
16
VAR000
112.2376 176.182 .396 .294 .886
17
VAR000
112.4059 176.581 .356 .324 .887
18
VAR000
112.3515 175.413 .444 .361 .885
19
VAR000
112.3020 176.112 .383 .368 .886
20
VAR000
112.2426 174.931 .417 .358 .885
21
52
VAR000
112.1733 173.010 .500 .388 .884
22
VAR000
112.2178 174.490 .446 .333 .885
23
VAR000
112.2376 175.615 .433 .421 .885
24
VAR000
112.3366 173.807 .448 .414 .885
25
VAR000
112.1782 174.874 .461 .411 .885
26
VAR000
112.1386 174.478 .448 .416 .885
27
VAR000
112.2475 175.341 .410 .343 .886
28
VAR000
112.2574 174.023 .463 .416 .884
29
VAR000
112.1485 171.610 .535 .408 .883
30
53
Factor Analysis
Anti-image Matrices
VAR000 VAR00002 VAR00003 VAR00004

01
VAR000
.375 -.166 -.156 -.078
01
VAR000
-.166 .422 -.017 -.141
02
VAR000
-.156 -.017 .416 -.015
03
VAR000
-.078 -.141 -.015 .596
04
VAR000
-.018 -.039 -.131 .018
Anti-image 05
Covariance VAR000
.039 -.033 -.077 .006
06
VAR000
-.024 .018 .026 .003
07
VAR000
.040 -.052 -.037 .007
08
VAR000
-.013 .061 -.023 .023
09
VAR000
-.038 .020 .024 -.065
10
54
VAR000
-.026 .025 -.050 -.075
11
VAR000
.023 .006 -.076 -.052
12
VAR000
.013 -.105 -.006 .053
13
VAR000
-.034 -.043 .116 .060
14
VAR000
-.051 .051 .047 -.068
15
VAR000
.041 .026 -.048 -.072
16
VAR000
-.010 .009 -.014 -.019
17
VAR000
-.034 .076 .049 -.071
18
VAR000
-.028 -.052 -.074 .018
19
VAR000
.011 .028 .066 -.030
20
VAR000
.039 .039 .038 -.086
21
VAR000
-.051 -.007 .027 .044
22
55
VAR000
.006 -.048 -.053 .011
23
VAR000
-.028 -.039 .046 .051
24
VAR000
.018 .093 -.059 -.026
25
VAR000
-.071 -.026 .005 -.004
26
VAR000
.001 .016 .055 .001
27
VAR000
.068 .046 -.074 -.056
28
VAR000
.019 .000 -.081 -.032
29
VAR000
.011 -.092 .009 .094
30
VAR000
.811 a -.416 -.394 -.166
01
VAR000
-.416 .774 a -.040 -.282
Anti-image 02
Correlation VAR000
-.394 -.040 .803 a -.029
03
VAR000
-.166 -.282 -.029 .853 a
04
56
VAR000
-.036 -.075 -.254 .030
05
VAR000
.076 -.060 -.141 .010
06
Anti-image Matrices
VAR0000 VAR0000 VAR0000 VAR0000

5 6 7 8
VAR0000
-.018 .039 -.024 .040
1
VAR0000
-.039 -.033 .018 -.052
2
VAR0000
-.131 -.077 .026 -.037
3
VAR0000
.018 .006 .003 .007
Anti-image 4
Covariance VAR0000
.640 -.131 -.015 .015
5
VAR0000
-.131 .714 -.113 .008
6
VAR0000
-.015 -.113 .636 -.170
7
VAR0000
.015 .008 -.170 .565
8
57
VAR0000
-.016 -.019 -.059 -.058
9
VAR0001
-.003 -.046 -.054 -.103
0
VAR0001
.010 .008 -.003 .029
1
VAR0001
-.064 .025 .110 -.005
2
VAR0001
.027 -.051 .052 -.082
3
VAR0001
.007 .009 -.081 .046
4
VAR0001
-.018 -.118 .017 -.009
5
VAR0001
-.045 -.011 -.061 -.035
6
VAR0001
.027 .033 -.073 -.013
7
VAR0001
.007 -.101 -.006 -.066
8
VAR0001
.134 .013 -.011 -.015
9
VAR0002
-.085 -.021 .012 -.024
0
58
VAR0002
-.038 .026 -.063 .016
1
VAR0002
-.098 .037 .019 .019
2
VAR0002
.084 -.001 -.033 .006
3
VAR0002
.044 -.121 .101 .006
4
VAR0002
-.041 .084 .037 -.055
5
VAR0002
-.004 .076 -.007 -.035
6
VAR0002
-.014 -.061 .043 .045
7
VAR0002
-.039 .046 -.100 .014
8
VAR0002
-.028 .018 -.001 -.087
9
VAR0003
.012 -.022 -.046 -.068
0
VAR0000
-.036 a .076 -.048 .088
Anti-image 1
Correlation VAR0000
-.075 -.060 a .034 -.106
2
59
VAR0000
-.254 -.141 .050 a -.076
3
VAR0000
.030 .010 .005 .012 a
4
VAR0000
.840 -.194 -.024 .024
5
VAR0000
-.194 .800 -.168 .012
6
Anti-image Matrices
VAR0000 VAR0001 VAR0001 VAR0001

9 0 1 2
VAR0000
-.013 -.038 -.026 .023
1
VAR0000
.061 .020 .025 .006
2
VAR0000
-.023 .024 -.050 -.076
Anti-image 3
Covariance VAR0000
.023 -.065 -.075 -.052
4
VAR0000
-.016 -.003 .010 -.064
5
VAR0000
-.019 -.046 .008 .025
6
60
VAR0000
-.059 -.054 -.003 .110
7
VAR0000
-.058 -.103 .029 -.005
8
VAR0000
.641 -.127 -.055 -.057
9
VAR0001
-.127 .645 .034 -.026
0
VAR0001
-.055 .034 .700 -.084
1
VAR0001
-.057 -.026 -.084 .615
2
VAR0001
-.042 -.075 -.150 -.055
3
VAR0001
-.004 .029 -.039 -.182
4
VAR0001
.032 .024 .010 .044
5
VAR0001
-.073 -.031 .054 -.035
6
VAR0001
-.048 -.032 -.026 -.077
7
VAR0001
.081 -.075 .006 -.082
8
61
VAR0001
.005 .062 -.041 .039
9
VAR0002
-.124 .064 -.004 -.005
0
VAR0002
.072 .014 .088 -.014
1
VAR0002
-.050 -.039 .027 -.043
2
VAR0002
-.042 .021 -.044 -.093
3
VAR0002
-.023 -.030 -.072 .084
4
VAR0002
.004 .054 .002 -.056
5
VAR0002
.052 .002 .075 -.040
6
VAR0002
-.057 -.073 -.097 .028
7
VAR0002
-.019 -.011 -.024 -.016
8
VAR0002
.050 -.059 .064 .053
9
VAR0003
-.034 -.029 -.101 .030
0
62
VAR0000
-.027 a -.076 -.051 .048
1
VAR0000
.117 .038 a .047 .011
2
VAR0000
-.045 .046 -.093 a -.150
Anti-image 3
Correlation VAR0000
.037 -.105 -.115 -.087 a
4
VAR0000
-.025 -.004 .015 -.103
5
VAR0000
-.028 -.067 .011 .038
6
Anti-image Matrices
VAR00013 VAR0001 VAR0001 VAR0001

4 5 6
VAR0000
.013 -.034 -.051 .041
1
VAR0000
-.105 -.043 .051 .026
Anti-image 2
Covariance VAR0000
-.006 .116 .047 -.048
3
VAR0000
.053 .060 -.068 -.072
4
63
VAR0000
.027 .007 -.018 -.045
5
VAR0000
-.051 .009 -.118 -.011
6
VAR0000
.052 -.081 .017 -.061
7
VAR0000
-.082 .046 -.009 -.035
8
VAR0000
-.042 -.004 .032 -.073
9
VAR0001
-.075 .029 .024 -.031
0
VAR0001
-.150 -.039 .010 .054
1
VAR0001
-.055 -.182 .044 -.035
2
VAR0001
.668 .019 .038 -.072
3
VAR0001
.019 .675 -.085 -.110
4
VAR0001
.038 -.085 .617 -.108
5
VAR0001
-.072 -.110 -.108 .597
6
64
VAR0001
.024 -.080 -.092 -.040
7
VAR0001
-.011 .010 -.075 .074
8
VAR0001
-.055 -.037 -.034 -.020
9
VAR0002
.063 .079 .079 -.071
0
VAR0002
-.118 .033 -.076 -.042
1
VAR0002
-9.571E-005 .009 -.092 -.005
2
VAR0002
.020 .017 -.041 .043
3
VAR0002
.033 -.040 .013 -.040
4
VAR0002
-.038 -.035 -.115 .028
5
VAR0002
-.058 .022 -.028 -.061
6
VAR0002
.016 -.041 .008 -.021
7
VAR0002
-.083 -.051 .043 .100
8
65
VAR0002
.071 -.085 .094 -.049
9
VAR0003
.043 -.003 -.036 -.001
0
VAR0000
.026 a -.067 -.106 .087
1
VAR0000
-.197 -.080 a .099 .051
2
VAR0000
-.011 .218 .092 a -.097
Anti-image 3
Correlation VAR0000
.083 .095 -.113 -.121 a
4
VAR0000
.041 .010 -.028 -.074
5
VAR0000
-.074 .014 -.178 -.017
6
Anti-image Matrices
VAR0001 VAR0001 VAR0001 VAR0002

7 8 9 0
66
VAR0000
-.010 -.034 -.028 .011
1
VAR0000
.009 .076 -.052 .028
2
VAR0000
-.014 .049 -.074 .066
3
VAR0000
-.019 -.071 .018 -.030
4
VAR0000
.027 .007 .134 -.085
5
VAR0000
.033 -.101 .013 -.021
Anti-image 6
Covariance VAR0000
-.073 -.006 -.011 .012
7
VAR0000
-.013 -.066 -.015 -.024
8
VAR0000
-.048 .081 .005 -.124
9
VAR0001
-.032 -.075 .062 .064
0
VAR0001
-.026 .006 -.041 -.004
1
VAR0001
-.077 -.082 .039 -.005
2
67
VAR0001
.024 -.011 -.055 .063
3
VAR0001
-.080 .010 -.037 .079
4
VAR0001
-.092 -.075 -.034 .079
5
VAR0001
-.040 .074 -.020 -.071
6
VAR0001
.706 -.081 .005 .008
7
VAR0001
-.081 .676 -.128 -.162
8
VAR0001
.005 -.128 .639 -.119
9
VAR0002
.008 -.162 -.119 .632
0
VAR0002
-.031 .058 -.080 -.039
1
VAR0002
.030 -.032 -.021 -.072
2
VAR0002
.013 -.028 .040 .013
3
VAR0002
-.065 .016 .041 .005
4
68
VAR0002
.018 .019 -.070 -.016
5
VAR0002
.023 .012 .031 -.100
6
VAR0002
.037 -.009 -.020 -.013
7
VAR0002
.024 -.021 .031 -.041
8
VAR0002
.056 .003 -.090 -.015
9
VAR0003
-.122 .015 -.043 -.017
0
VAR0000
-.019 a -.067 -.056 .022
1
VAR0000
.016 .143 a -.100 .053
2
VAR0000
-.027 .093 -.143 a .128
Anti-image 3
Correlation VAR0000
-.029 -.111 .029 -.048 a
4
VAR0000
.040 .011 .210 -.134
5
VAR0000
.047 -.145 .019 -.031
6
69
Anti-image Matrices
VAR0002 VAR00022 VAR0002 VAR0002

1 3 4
VAR0000
.039 -.051 .006 -.028
1
VAR0000
.039 -.007 -.048 -.039
2
VAR0000
.038 .027 -.053 .046
3
VAR0000
-.086 .044 .011 .051
4
VAR0000
-.038 -.098 .084 .044
Anti-image 5
Covariance VAR0000
.026 .037 -.001 -.121
6
VAR0000
-.063 .019 -.033 .101
7
VAR0000
.016 .019 .006 .006
8
VAR0000
.072 -.050 -.042 -.023
9
VAR0001
.014 -.039 .021 -.030
0
70
VAR0001
.088 .027 -.044 -.072
1
VAR0001
-.014 -.043 -.093 .084
2
VAR0001
-.118 -9.571E-005 .020 .033
3
VAR0001
.033 .009 .017 -.040
4
VAR0001
-.076 -.092 -.041 .013
5
VAR0001
-.042 -.005 .043 -.040
6
VAR0001
-.031 .030 .013 -.065
7
VAR0001
.058 -.032 -.028 .016
8
VAR0001
-.080 -.021 .040 .041
9
VAR0002
-.039 -.072 .013 .005
0
VAR0002
.642 -.047 -.051 -.115
1
VAR0002
-.047 .612 -.127 -.118
2
71
VAR0002
-.051 -.127 .667 -.081
3
VAR0002
-.115 -.118 -.081 .579
4
VAR0002
.052 -.030 .007 -.172
5
VAR0002
-.004 .020 .063 -.090
6
VAR0002
-.055 -.010 -.101 .093
7
VAR0002
.016 -.034 .020 -.080
8
VAR0002
-.050 .048 -.118 -.070
9
VAR0003
-.125 -.035 -.015 .062
0
VAR0000
.080 a -.106 .011 -.060
1
VAR0000
.074 -.014 a -.091 -.079
Anti-image 2
Correlation VAR0000
.073 .053 -.101 a .093
3
VAR0000
-.139 .072 .018 .088 a
4
72
VAR0000
-.059 -.157 .128 .073
5
VAR0000
.038 .056 -.001 -.189
6
Anti-image Matrices
VAR0002 VAR0002 VAR0002 VAR0002

5 6 7 8
VAR0000
.018 -.071 .001 .068
1
VAR0000
.093 -.026 .016 .046
2
VAR0000
-.059 .005 .055 -.074
3
VAR0000
-.026 -.004 .001 -.056
Anti-image 4
Covariance VAR0000
-.041 -.004 -.014 -.039
5
VAR0000
.084 .076 -.061 .046
6
VAR0000
.037 -.007 .043 -.100
7
VAR0000
-.055 -.035 .045 .014
8
73
VAR0000
.004 .052 -.057 -.019
9
VAR0001
.054 .002 -.073 -.011
0
VAR0001
.002 .075 -.097 -.024
1
VAR0001
-.056 -.040 .028 -.016
2
VAR0001
-.038 -.058 .016 -.083
3
VAR0001
-.035 .022 -.041 -.051
4
VAR0001
-.115 -.028 .008 .043
5
VAR0001
.028 -.061 -.021 .100
6
VAR0001
.018 .023 .037 .024
7
VAR0001
.019 .012 -.009 -.021
8
VAR0001
-.070 .031 -.020 .031
9
VAR0002
-.016 -.100 -.013 -.041
0
74
VAR0002
.052 -.004 -.055 .016
1
VAR0002
-.030 .020 -.010 -.034
2
VAR0002
.007 .063 -.101 .020
3
VAR0002
-.172 -.090 .093 -.080
4
VAR0002
.586 -.055 -.071 -.006
5
VAR0002
-.055 .589 -.215 -.037
6
VAR0002
-.071 -.215 .584 -.120
7
VAR0002
-.006 -.037 -.120 .657
8
VAR0002
-.055 .038 -.049 -.087
9
VAR0003
-.045 -.041 .020 -.070
0
VAR0000
.038 a -.152 .003 .138
Anti-image 1
Correlation VAR0000
.187 -.052 a .031 .087
2
75
VAR0000
-.119 .011 .111 a -.141
3
VAR0000
-.045 -.007 .002 -.090 a
4
VAR0000
-.067 -.006 -.022 -.060
5
VAR0000
.130 .118 -.094 .067
6
Anti-image Matrices
VAR00029 VAR00030
VAR00001 .019 .011
VAR00002 .000 -.092
VAR00003 -.081 .009
VAR00004 -.032 .094
VAR00005 -.028 .012

Anti-image Covariance
VAR00006 .018 -.022
VAR00007 -.001 -.046
VAR00008 -.087 -.068
VAR00009 .050 -.034
VAR00010 -.059 -.029
76
VAR00011 .064 -.101
VAR00012 .053 .030
VAR00013 .071 .043
VAR00014 -.085 -.003
VAR00015 .094 -.036
VAR00016 -.049 -.001
VAR00017 .056 -.122
VAR00018 .003 .015
VAR00019 -.090 -.043
VAR00020 -.015 -.017
VAR00021 -.050 -.125
VAR00022 .048 -.035
VAR00023 -.118 -.015
VAR00024 -.070 .062
VAR00025 -.055 -.045
VAR00026 .038 -.041
VAR00027 -.049 .020
VAR00028 -.087 -.070
VAR00029 .584 -.065
VAR00030 -.065 .592
77
VAR00001 .040 a .023
VAR00002 -.001 -.184 a
VAR00003 -.165 .017

Anti-image Correlation
VAR00004 -.055 .158
VAR00005 -.046 .020
VAR00006 .028 -.034
Anti-image Matrices
VAR000 VAR000 VAR000 VAR000

01 02 03 04
Anti-image VAR000
-.048 .034 .050 .005
Correlation 07
VAR000
.088 -.106 -.076 .012
08
VAR000
-.027 .117 -.045 .037
09
VAR000
-.076 .038 .046 -.105
10
VAR000
-.051 .047 -.093 -.115
11
VAR000
.048 .011 -.150 -.087
12
78
VAR000
.026 -.197 -.011 .083
13
VAR000
-.067 -.080 .218 .095
14
VAR000
-.106 .099 .092 -.113
15
VAR000
.087 .051 -.097 -.121
16
VAR000
-.019 .016 -.027 -.029
17
VAR000
-.067 .143 .093 -.111
18
VAR000
-.056 -.100 -.143 .029
19
VAR000
.022 .053 .128 -.048
20
VAR000
.080 .074 .073 -.139
21
VAR000
-.106 -.014 .053 .072
22
VAR000
.011 -.091 -.101 .018
23
VAR000
-.060 -.079 .093 .088
24
79
VAR000
.038 .187 -.119 -.045
25
VAR000
-.152 -.052 .011 -.007
26
VAR000
.003 .031 .111 .002
27
VAR000
.138 .087 -.141 -.090
28
VAR000
.040 -.001 -.165 -.055
29
VAR000
.023 -.184 .017 .158
30
Anti-image Matrices
VAR0000 VAR0000 VAR0000 VAR0000

5 6 7 8
Anti-image VAR0000
-.024 -.168 .795 -.284
Correlation 7
VAR0000
.024 .012 -.284 .891
8
VAR0000
-.025 -.028 -.092 -.096
9
VAR0001
-.004 -.067 -.084 -.171
0
80
VAR0001
.015 .011 -.004 .047
1
VAR0001
-.103 .038 .177 -.008
2
VAR0001
.041 -.074 .080 -.133
3
VAR0001
.010 .014 -.124 .074
4
VAR0001
-.028 -.178 .027 -.015
5
VAR0001
-.074 -.017 -.100 -.061
6
VAR0001
.040 .047 -.109 -.020
7
VAR0001
.011 -.145 -.010 -.107
8
VAR0001
.210 .019 -.017 -.025
9
VAR0002
-.134 -.031 .019 -.041
0
VAR0002
-.059 .038 -.099 .026
1
VAR0002
-.157 .056 .031 .032
2
81
VAR0002
.128 -.001 -.050 .010
3
VAR0002
.073 -.189 .166 .011
4
VAR0002
-.067 .130 .061 -.096
5
VAR0002
-.006 .118 -.011 -.061
6
VAR0002
-.022 -.094 .070 .079
7
VAR0002
-.060 .067 -.155 .023
8
VAR0002
-.046 .028 -.002 -.151
9
VAR0003
.020 -.034 -.075 -.117
0
Anti-image Matrices
VAR0000 VAR0001 VAR0001 VAR0001

9 0 1 2
Anti-image VAR0000
-.092 -.084 -.004 .177
Correlation 7
VAR0000
-.096 -.171 .047 -.008
8
82
VAR0000
.873 -.198 -.082 -.091
9
VAR0001
-.198 .892 .051 -.041
0
VAR0001
-.082 .051 .829 -.129
1
VAR0001
-.091 -.041 -.129 .829
2
VAR0001
-.064 -.114 -.220 -.086
3
VAR0001
-.006 .044 -.056 -.283
4
VAR0001
.050 .039 .015 .071
5
VAR0001
-.119 -.050 .084 -.057
6
VAR0001
-.072 -.048 -.037 -.117
7
VAR0001
.123 -.114 .009 -.127
8
VAR0001
.008 .097 -.061 .063
9
VAR0002
-.196 .100 -.007 -.008
0
83
VAR0002
.113 .022 .131 -.023
1
VAR0002
-.079 -.062 .041 -.070
2
VAR0002
-.064 .032 -.064 -.145
3
VAR0002
-.038 -.050 -.113 .141
4
VAR0002
.006 .087 .003 -.093
5
VAR0002
.085 .004 .117 -.066
6
VAR0002
-.094 -.118 -.152 .046
7
VAR0002
-.029 -.017 -.036 -.026
8
VAR0002
.081 -.097 .101 .088
9
VAR0003
-.056 -.047 -.157 .050
0
Anti-image Matrices
VAR00013 VAR0001 VAR0001 VAR0001

4 5 6
84
Anti-image VAR0000
.080 -.124 .027 -.100
Correlation 7
VAR0000
-.133 .074 -.015 -.061
8
VAR0000
-.064 -.006 .050 -.119
9
VAR0001
-.114 .044 .039 -.050
0
VAR0001
-.220 -.056 .015 .084
1
VAR0001
-.086 -.283 .071 -.057
2
VAR0001
.835 .029 .060 -.114
3
VAR0001
.029 .776 -.132 -.174
4
VAR0001
.060 -.132 .812 -.179
5
VAR0001
-.114 -.174 -.179 .887
6
VAR0001
.034 -.116 -.140 -.061
7
VAR0001
-.017 .015 -.117 .117
8
85
VAR0001
-.085 -.056 -.053 -.032
9
VAR0002
.097 .121 .127 -.116
0
VAR0002
-.181 .050 -.121 -.067
1
VAR0002
.000 .013 -.149 -.008
2
VAR0002
.030 .025 -.063 .068
3
VAR0002
.053 -.065 .022 -.068
4
VAR0002
-.061 -.056 -.191 .047
5
VAR0002
-.093 .034 -.046 -.102
6
VAR0002
.026 -.065 .013 -.036
7
VAR0002
-.125 -.077 .067 .160
8
VAR0002
.114 -.136 .157 -.083
9
VAR0003
.068 -.004 -.060 -.002
0
86
Anti-image Matrices
VAR0001 VAR0001 VAR0001 VAR0002

7 8 9 0
Anti-image VAR0000
-.109 -.010 -.017 .019
Correlation 7
VAR0000
-.020 -.107 -.025 -.041
8
VAR0000
-.072 .123 .008 -.196
9
VAR0001
-.048 -.114 .097 .100
0
VAR0001
-.037 .009 -.061 -.007
1
VAR0001
-.117 -.127 .063 -.008
2
VAR0001
.034 -.017 -.085 .097
3
VAR0001
-.116 .015 -.056 .121
4
VAR0001
-.140 -.117 -.053 .127
5
VAR0001
-.061 .117 -.032 -.116
6
87
VAR0001
.886 -.118 .008 .011
7
VAR0001
-.118 .785 -.194 -.248
8
VAR0001
.008 -.194 .853 -.186
9
VAR0002
.011 -.248 -.186 .810
0
VAR0002
-.046 .088 -.125 -.062
1
VAR0002
.046 -.049 -.033 -.116
2
VAR0002
.019 -.041 .061 .020
3
VAR0002
-.102 .026 .068 .008
4
VAR0002
.027 .029 -.114 -.026
5
VAR0002
.036 .019 .050 -.165
6
VAR0002
.058 -.014 -.033 -.021
7
VAR0002
.035 -.031 .048 -.064
8
88
VAR0002
.087 .005 -.148 -.025
9
VAR0003
-.188 .024 -.069 -.028
0
Anti-image Matrices
VAR0002 VAR00022 VAR0002 VAR0002

1 3 4
Anti-image VAR0000
-.099 .031 -.050 .166
Correlation 7
VAR0000
.026 .032 .010 .011
8
VAR0000
.113 -.079 -.064 -.038
9
VAR0001
.022 -.062 .032 -.050
0
VAR0001
.131 .041 -.064 -.113
1
VAR0001
-.023 -.070 -.145 .141
2
VAR0001
-.181 .000 .030 .053
3
VAR0001
.050 .013 .025 -.065
4
89
VAR0001
-.121 -.149 -.063 .022
5
VAR0001
-.067 -.008 .068 -.068
6
VAR0001
-.046 .046 .019 -.102
7
VAR0001
.088 -.049 -.041 .026
8
VAR0001
-.125 -.033 .061 .068
9
VAR0002
-.062 -.116 .020 .008
0
VAR0002
.836 -.075 -.078 -.189
1
VAR0002
-.075 .899 -.198 -.198
2
VAR0002
-.078 -.198 .871 -.130
3
VAR0002
-.189 -.198 -.130 .779
4
VAR0002
.084 -.051 .012 -.294
5
VAR0002
-.006 .033 .100 -.155
6
90
VAR0002
-.089 -.016 -.161 .160
7
VAR0002
.024 -.053 .031 -.130
8
VAR0002
-.081 .080 -.189 -.120
9
VAR0003
-.202 -.057 -.023 .106
0
Anti-image Matrices
VAR0002 VAR0002 VAR0002 VAR0002

5 6 7 8
Anti-image VAR0000
.061 -.011 .070 -.155
Correlation 7
VAR0000
-.096 -.061 .079 .023
8
VAR0000
.006 .085 -.094 -.029
9
VAR0001
.087 .004 -.118 -.017
0
VAR0001
.003 .117 -.152 -.036
1
VAR0001
-.093 -.066 .046 -.026
2
91
VAR0001
-.061 -.093 .026 -.125
3
VAR0001
-.056 .034 -.065 -.077
4
VAR0001
-.191 -.046 .013 .067
5
VAR0001
.047 -.102 -.036 .160
6
VAR0001
.027 .036 .058 .035
7
VAR0001
.029 .019 -.014 -.031
8
VAR0001
-.114 .050 -.033 .048
9
VAR0002
-.026 -.165 -.021 -.064
0
VAR0002
.084 -.006 -.089 .024
1
VAR0002
-.051 .033 -.016 -.053
2
VAR0002
.012 .100 -.161 .031
3
VAR0002
-.294 -.155 .160 -.130
4
92
VAR0002
.847 -.094 -.121 -.009
5
VAR0002
-.094 .841 -.366 -.060
6
VAR0002
-.121 -.366 .822 -.194
7
VAR0002
-.009 -.060 -.194 .846
8
VAR0002
-.095 .064 -.084 -.140
9
VAR0003
-.077 -.070 .034 -.112
0
Anti-image Matrices
VAR00029 VAR00030
Anti-image Correlation VAR00007 -.002 -.075
VAR00008 -.151 -.117
VAR00009 .081 -.056
VAR00010 -.097 -.047
VAR00011 .101 -.157
VAR00012 .088 .050
VAR00013 .114 .068
93
VAR00014 -.136 -.004
VAR00015 .157 -.060
VAR00016 -.083 -.002
VAR00017 .087 -.188
VAR00018 .005 .024
VAR00019 -.148 -.069
VAR00020 -.025 -.028
VAR00021 -.081 -.202
VAR00022 .080 -.057
VAR00023 -.189 -.023
VAR00024 -.120 .106
VAR00025 -.095 -.077
VAR00026 .064 -.070
VAR00027 -.084 .034
VAR00028 -.140 -.112
VAR00029 .848 -.111
VAR00030 -.111 .888
a. Measures of Sampling Adequacy(MSA)
94
Communalities
Initial Extractio
n
VAR0000
1.000 .740
1
VAR0000
1.000 .732
2
VAR0000
1.000 .684
3
VAR0000
1.000 .523
4
VAR0000
1.000 .622
5
VAR0000
1.000 .506
6
VAR0000
1.000 .620
7
VAR0000
1.000 .578
8
VAR0000
1.000 .547
9
VAR0001
1.000 .467
0
VAR0001
1.000 .575
1
95
VAR0001
1.000 .590
2
VAR0001
1.000 .424
3
VAR0001
1.000 .530
4
VAR0001
1.000 .643
5
VAR0001
1.000 .568
6
VAR0001
1.000 .532
7
VAR0001
1.000 .703
8
VAR0001
1.000 .630
9
VAR0002
1.000 .648
0
VAR0002
1.000 .488
1
VAR0002
1.000 .543
2
VAR0002
1.000 .552
3
96
VAR0002
1.000 .566
4
VAR0002
1.000 .506
5
VAR0002
1.000 .694
6
VAR0002
1.000 .552
7
VAR0002
1.000 .515
8
VAR0002
1.000 .604
9
VAR0003
1.000 .507
0
Extraction Method: Principal

Component Analysis.
Total Variance Explained
Com Initial Eigenvalues Extraction Sums of Rotation Sums of

pone Squared Loadings Squared Loadings
nt
Total % of Cumulati Total % of Cumul Total % of Cumulati
Varianc ve % Variance ative Varianc ve %
e % e
2.94
1 7.165 23.884 23.884 7.165 23.884 23.884 9.806 9.806
2
97
2.72
2 2.217 7.391 31.276 2.217 7.391 31.276 9.094 18.900
8
2.53
3 1.665 5.549 36.825 1.665 5.549 36.825 8.454 27.355
6
2.07
4 1.475 4.915 41.740 1.475 4.915 41.740 6.903 34.258
1
2.03
5 1.352 4.506 46.246 1.352 4.506 46.246 6.768 41.026
0
1.89
6 1.236 4.120 50.366 1.236 4.120 50.366 6.325 47.350
7
1.64
7 1.187 3.957 54.323 1.187 3.957 54.323 5.467 52.818
0
1.54
8 1.091 3.636 57.959 1.091 3.636 57.959 5.142 57.959
2
9 .969 3.230 61.189
10 .908 3.026 64.215
11 .873 2.910 67.125
12 .823 2.742 69.867
13 .816 2.721 72.589
14 .769 2.562 75.151
15 .705 2.349 77.500
16 .699 2.330 79.830
17 .642 2.142 81.972
98
18 .607 2.023 83.995
19 .563 1.878 85.873
20 .511 1.703 87.576
21 .500 1.665 89.241
22 .462 1.541 90.782
23 .431 1.437 92.220
24 .413 1.377 93.596
25 .396 1.319 94.916
26 .372 1.239 96.154
27 .351 1.170 97.324
28 .316 1.053 98.377
29 .258 .861 99.237
30 .229 .763 100.000
99
Component Matrixa
Component
1 2 3 4 5 6 7 8
VAR000
.589
30
VAR000
.574
16
100
VAR000
.574 .435
08
VAR000
.559
22
VAR000
.525
10
VAR000
.523
29
VAR000
.513 -.418
25
VAR000
.504
27
VAR000
.504 .450
23
VAR000
.500 .435
09
VAR000
.492 -.435
04
VAR000
.491
24
VAR000
.478
13
VAR000
.474
21
101
VAR000
.464 -.457
28
VAR000
.463 -.416
05
VAR000
.403
06
VAR000
14
VAR000
.446 -.676
02
VAR000
.524 -.651
01
VAR000
.532 -.585
03
VAR000
.636
07
VAR000
.447 .606
15
VAR000
.443 .454
17
VAR000
.489 .511
12
VAR000
.418 .423
11
102
VAR000
.434 .488
20
VAR000
.497 .501
19
VAR000
.440 .465
18
VAR000
.522 -.534
26
a. 8 components extracted.
Rotated Component Matrixa
Component
1 2 3 4 5 6 7 8
VAR000
.835
02
VAR000
.822
01
VAR000
.682
03
VAR000
.646
04
103
VAR000
.760
07
VAR000
.689
08
VAR000
.535
10
VAR000
.526
30
VAR000
.666
24
VAR000
.657
23
VAR000
.433 .570
29
VAR000
.524
22
VAR000
.522
25
VAR000
21
VAR000
.770
26
VAR000
.634
27
104
VAR000
28
VAR000
.720
15
VAR000
.574
17
VAR000
.561
14
VAR000
.481
16
VAR000
.691
11
VAR000
.650
12
VAR000
.409 .449
09
VAR000
13
VAR000
.794
18
VAR000
.646
20
VAR000
.513
19
105
VAR000
.683
05
VAR000
.555
06
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 9 iterations.
Component Transformation Matrix
Compone 1 2 3 4 5 6 7 8
nt
1 .410 .449 .446 .357 .308 .308 .255 .224
2 -.845 .172 .243 .268 .235 -.121 .211 -.107
3 -.054 .763 -.475 -.360 .050 -.165 .088 .148
4 .077 -.282 -.093 -.351 .881 -.042 .057 -.050
5 -.294 -.080 -.308 -.010 .030 .838 -.142 .297
6 -.004 -.316 -.240 .149 -.081 -.235 .604 .628
7 .106 -.025 -.274 .043 -.093 .276 .638 -.648
8 -.111 -.023 .530 -.724 -.236 .166 .297 .108
Rotation Method: Varimax with Kaiser Normalization.
106

Customer Perception Towards Internet Banking

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Customer Perception Towards Internet Banking

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Customer Perception Towards Internet Banking

A second alternative is to establish a “virtual,” “branchless,” or “Inte rnet-only”

1.4OBJECTIVES OF THE STUDY

2. To design and standardize a measure to evaluate customer perception.

3. To suggest implications of customer perceptions for bankers and other

4. To open new avenues for further research.

2.1 Online/ Internet Banking

E-Commerce and Internet Banking in India

2.2 Customer Perception of Internet Banking

2.3Rationale of the Study

Sampling Techniques- Non-probability purposive sampling technique was used.

3.2 TOOLS USED FOR DATA ANALYSIS

 Internal Consistency: Item to total correlation was applied on the data

 Reliability: Reliability of all four measures was established separately.

 Factor Analysis: Principle component analysis was carried out with

RESULTS DISCUSSION AND ANALYSIS

4.1 Internal Consistency

Table 1: Item to total correlation for the measure evaluated

S.no Item Questionnaire Value Consistency Result

Table 2: Reliability statistics for customer perception of internet banking

Cronbach's Alpha Cronbach's Alpha Based No. of Items

4.3 Factor Analysis

Table 3: KMO and Bartlett's Test Statistics

Approx. Chi-Square 1810.650

Bartlett's Test of Df 435

4.3.2 Scree plot

4.3.2 Factor Analysis for Customer Perception

Table 4: Factor Analysis using Varimax Rotation Method of PCA

Factor Factor name Eigen % of Items converged Factor

1. Promptness and 2.942 9.806 “Using Internet .822

2. Perceived Ease of Use 2.728 18.900 “Conducting .760

“My bank has the

“it was easy for

8. Perceived Usefulness “Internet banking .683

“it was easy for

4.4 Description of Factors

6) Intention to continue: This factor realizes the future of internet banking.

7) Technological Structure of banking Website: This factor show that Structure of

8) Perceived Usefulness: this factor is useful to the customer Determent of research

IMPLICATIONS, SUMMARY, SUGGESTIONS &

5.1 Implications of the Study

 This research is intended to be useful for further research studies where

5.2 Suggestions of the Study

 The analysis is based only on 202 respondents. If we increase the number of

1. Filotto, U. (1997) ... Information technology e canali distributivi, Edipi, Milan .

4. IAMAI’s Report on Online Banking 2006 Retrieved from http://www.iamai.in

5. Jayawardhena, C. (2004). Measurement of service quality in internet banking: the

6. Jeevan, M. T. (2000). Only Banks-No Bricks. Voice and Data, 11.

13. Mishra, S. K. E-Banking: An Effective Tool of CRM in Banking Sector. Chief

18. Sharma, H. (2011). Bankers' perspectives on e-banking. Global Journal of

I am a student’s of GLA University, Mathura and presently doing a research project

1 - I strongly disagree with this statement [SD]

2 - I disagree with this statement [D]

4 - I agree with this statement [A]

5 - I strongly agree with this statement [SA]

I believe that… Strongly Neutral Strongly

1. using Internet banking enables me to conduct 1 2 3 4 5

11. I intend to continue using Internet banking for 1 2 3 4 5

13. I will use Internet banking to conduct most of 1 2 3 4 5

29. my bank would be ready and willing to do its 1 2 3 4 5

Occupation: Businessman Student Professional Housewife

Data Sheet (Excel):