crítica de los argumentos manejados en la defi nición del marco temporal Importancia del núcleo Valltorta-Gasulla en el debate
4. El análisis de la decoración se estructura en dos fases claramente complementarias:
Internal validity of the questionnaire is the first statistical test that used to test the validity of the questionnaire. It was measured by a scouting sample (pilot study), which consisted of 40 questionnaires through measuring the correlation coefficients between each paragraph in one field and the whole filed.
Table (3.1): Correlation Coefficient of Each Paragraph of " Customer Switching Intentions"and the Total of this Field
No. Paragraph
Spearman Correlation Coefficient
P-Value (Sig.)
1 I intend to switch this bank 0.936 0.000*
2 The likelihood of me switching to
another bank is high 0.942 0.000*
3 Next time, I would not continue to
deal with this bank 0.977 0.000*
* Correlation is significant at the 0.05 level
Table (3.1) clarifies the correlation coefficient for each paragraph of the "
Customer Switching Intentions" and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.2) clarifies the correlation coefficient for each paragraph of the "Service Quality – Outcome Dimension" and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.2): Correlation Coefficient of Each Paragraph of " Service Quality – Outcome Dimension "and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.) 1 This bank :
Provides the service on time 0.804 0.000*
2 Performs the service right the first
time 0.856 0.000*
3 Performs the service smoothly 0.899 0.000*
4 Complete the service promptly 0.912 0.000*
5 Responded efficiently, when I have
had a problem 0.810 0.000*
Table (3.3) clarifies the correlation coefficient for each paragraph of the "Service Quality – Interactive Dimension"and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.3): Correlation Coefficient of Each Paragraph of " Service Quality – Interactive Dimension "and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.)
1
Employees of this bank :
Always willing to help me 0.834 0.000*
2 Never too busy to respond to my
requests 0.768 0.000*
3 Have the knowledge to answer my
questions 0.738 0.000*
4 Constantly courteous to me 0.810 0.007*
5 Instill confidence in myself 0.839 0.000*
6 Understand my specific needs 0.818 0.000*
* Correlation is significant at the 0.05 level
Table (3.4) clarifies the correlation coefficient for each paragraph of the "Service Quality – Physical Environmental Dimension" and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.4): Correlation Coefficient of Each Paragraph of "Service Quality – Physical Environmental Dimension"and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.) 1
Buildings and facilities :
Bank buildings are attractive and
comfortable 0.756 0.000*
2 The bank has modern-looking
equipment 0.786 0.000*
3 Air conditioning is available 0.744 0.000*
4 Furniture is available and comfortable 0.792 0.007*
Table (3.5) clarifies the correlation coefficient for each paragraph of the "Prices" and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.5): Correlation Coefficient of Each Paragraph of "Fair Price"and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.)
1 Checking fees are suitable 0.780 0.000*
2 Loan rates are suitable 0.753 0.000*
3 Saving rates are suitable 0.796 0.000*
4 Prices of other services are suitable
0.864 0.007*
* Correlation is significant at the 0.05 level
Table (3.6) clarifies the correlation coefficient for each paragraph of the "Bank Commitment" and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.6): Correlation Coefficient of Each Paragraph of "Bank Commitment" and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.) 1 The bank :
Maintains a frequent and constant
relationship with me 0.808 0.000*
2 Provides me full and useful
information about its services 0.776 0.000*
3 Gives me special benefits for being a
good customer 0.810 0.000*
4 Flexible in adapting its offer to me 0.865 0.007*
5 Committed to me as a customer 0.817 0.000*
* Correlation is significant at the 0.05 level
Table (3.7) clarifies the correlation coefficient for each paragraph of the "Anger incident" and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.7): Correlation Coefficient of Each Paragraph of "Anger incident"and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.)
1
Recently in the bank :
I have waited too long for a
service that angered me 0.683 0.000*
2 I have dealt with unresponsive or impolite employee that angered me
0.882 0.000*
3 A critical mistake has been occurred in an important transaction that angered me
0.801 0.000*
4 I have had another critical incident
with this bank that angered me 0.901 0.007*
* Correlation is significant at the 0.05 level
Table (3.8) clarifies the correlation coefficient for each paragraph of the
"Involvement of Customer in Decision Making"and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.8): Correlation Coefficient of Each Paragraph of "Involvement of Customer in Decision Making"and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.)
1
At first, I chose this bank building on :
Care and attention 0.767 0.000*
2 Service quality 0.831 0.000*
3 Competitive price 0.804 0.000*
4 Preferred offers 0.778 0.007*
5 Image and reputation 0.886 0.000*
6 Previous comparison with other
banks 0.796 0.000*
* Correlation is significant at the 0.05 level
Table (3.9) clarifies the correlation coefficient for each paragraph of the
"Switching Costs"and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.9): Correlation Coefficient of Each Paragraph of "Switching Costs"and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.)
1
If I switched this bank :
I would have to waste time in searching for information about other banks
0.836 0.000*
2 I would consume much effort in deciding which other bank to deal with
0.786 0.000*
3 I would have financial loss 0.804 0.000*
4 I would lose personal relationships 0.772 0.007*
* Correlation is significant at the 0.05 level
Table (3.10) clarifies the correlation coefficient for each paragraph of the " Alternative attractiveness" and the total of the field. The p-values (Sig.) are less than 0.05, so the correlation coefficients of this field are significant at α = 0.05, so it can be said that the paragraphs of this field are consistent and valid to be measure what it was set for.
Table (3.10): Correlation Coefficient of Each Paragraph of " Alternative Attractiveness" and the Total of this Field
No. Paragraph Spearman Correlation Coefficient P-Value (Sig.) 1
I am aware of other banks that offer :
Superior service quality 0.890 0.000*
2 Lower price 0.818 0.000*
3 Preferred offers 0.888 0.000*
4 Better other conditions 0.910 0.007*
* Correlation is significant at the 0.05 level