Variables Entered/Removed(b)

Model
1

Variables
Entered

Variables
Removed

cleanenviro
nment,
corebanking
system,
paymntofdiv
idend,
availabilityof
branches,
creditfacility,
giftcheque,
internetbank
ing,
safedepositl
ockers,
typesofloan
s,
rateofintere
st,
fixedeposits
chemes,
insurance,
mobilebanki
ng,
chequebooo
kfacility,
financialadvi
serr,
lowtransacti
onfee,
atmfacility,
debitcardfac
ility,
relationwiith
customer(a)

Method

Enter

a All requested variables entered.

b Dependent Variable: satisfaction
Model Summary

Model
1

R Square

Adjusted R
Square

Std. Error of
the Estimate

.334(a)
.111
.016
a Predictors: (Constant), cleanenvironment,
corebankingsystem, paymntofdividend,
availabilityofbranches, creditfacility, giftcheque,
internetbanking, safedepositlockers, typesofloans,
rateofinterest, fixedepositschemes, insurance,
mobilebanking, chequeboookfacility, financialadviserr,
lowtransactionfee, atmfacility, debitcardfacility,
relationwiithcustomer

.392

ANOVA(b)

Model
1

Regression

Sum of
Squares
3.414

Residual

df

27.256

19

Mean Square
.180

177

.154

F
1.167

Sig.
.291(a)

Total

30.670
196
a Predictors: (Constant), cleanenvironment,
corebankingsystem, paymntofdividend,
availabilityofbranches, creditfacility, giftcheque,
internetbanking, safedepositlockers, typesofloans,
rateofinterest, fixedepositschemes, insurance,
mobilebanking, chequeboookfacility, financialadviserr,
lowtransactionfee, atmfacility, debitcardfacility,
relationwiithcustomer
b Dependent Variable: satisfaction
Coefficients(a)
Unstandardized
Coefficients
Model
1

Std. Error

Standardized
Coefficients

Sig.

Beta

Std. Error

(Constant)

2.595

.593

4.376

.000

rateofinterest

-.067

.063

-.125

-1.068

.287

availabilityofbranches

-.094

.057

-.204

-1.643

.102

Atmfacility

-.085

.040

-.252

-2.120

.035

debitcardfacility

-.055

.048

-.149

-1.137

.257

creditfacility

-.043

.044

-.119

-.978

.330

internetbanking

-.031

.026

-.101

-1.173

.242

mobilebanking

-.006

.033

-.021

-.191

.849

.009

.034

.030

.259

.796

relationwiithcustomer

-.037

.046

-.128

-.810

.419

fixedepositschemes

-.028

.033

-.102

-.849

.397

corebankingsystem

.013

.035

.040

.359

.720

chequeboookfacility

typesofloans

.081

.081

.093

.998

.319

Insurance

-.041

.033

-.133

-1.251

.212

safedepositlockers

-.005

.028

-.016

-.167

.868

lowtransactionfee

-.021

.032

-.079

-.655

.513

paymntofdividend

-.005

.031

-.018

-.168

.867

financialadviserr

.027

.032

.093

.866

.387

Giftcheque

.050

.031

.166

1.604

.110

cleanenvironment

.015

.031

.059

.469

.640

a Dependent Variable: satisfaction

Correlation

Sig. (1-tailed)

rateofinterest
rateofinterest
Availabilityofbranche
s
atmfacility
debitcardfacility
creditfacility

availabilityofbr
anches

atmfacility

debitcardfac
ility

creditfacility

internetbank
ing

mobilebanki
ng

chequebo
facility

1.000

.542

-.525

-.434

.046

-.103

-.178

.542

1.000

-.511

-.244

.133

-.296

-.152

-.525

-.511

1.000

.118

-.295

.132

.088

-.

-.434

-.244

.118

1.000

.571

-.003

.466

-.

.046

.133

-.295

.571

1.000

-.109

.137

-.

internetbanking

-.103

-.296

.132

-.003

-.109

1.000

-.012

-.

mobilebanking

-.178

-.152

.088

.466

.137

-.012

1.000

-.

chequeboookfacility

.283

.119

-.346

-.296

-.095

-.118

-.284

1.

relationwiithcustomer

-.260

-.322

.025

.313

-.105

-.418

-.363

fixedepositschemes

-.005

-.053

-.118

.405

.218

.033

.548

-.

corebankingsystem

-.189

-.017

.427

.179

.175

-.162

.202

-.

typesofloans

.211

.251

-.111

-.341

-.382

.117

.063

-.

-.008

-.106

-.131

.147

.035

-.015

.395

-.

safedepositlockers

.108

.098

-.068

-.290

-.098

-.035

-.188

lowtransactionfee

-.031

.079

.000

-.216

-.190

-.304

-.206

paymntofdividend

.055

.094

-.150

.065

-.007

.123

.183

-.

financialadviserr

-.043

.093

.064

.163

.070

-.095

.100

-.

giftcheque

-.020

.140

-.073

-.102

-.091

-.113

-.087

-.

cleanenvironment

-.029

-.116

-.030

.181

.046

.054

.490

.000

.000

.000

.259

.073

.006

.000

.000

.030

.000

.016

.049

.000

.031

.108

.000

.482

.000

.062

.026

.432

insurance

rateofinterest
availabilityofbranche
s
atmfacility

.000
.000

.000

debitcardfacility

.000

.000

.049

creditfacility

.259

.030

.000

.000

internetbanking

.073

.000

.031

.482

.062

mobilebanking

.006

.016

.108

.000

.026

.432

chequeboookfacility

.000

.046

.000

.000

.091

.049

.000

relationwiithcustomer

.364

.000

.069

.000

.000

.000

.000

fixedepositschemes

.470

.228

.048

.000

.001

.320

.000

corebankingsystem

.004

.408

.000

.006

.007

.011

.002

typesofloans

.001

.000

.059

.000

.000

.049

.190

insurance

.454

.068

.032

.019

.311

.417

.000

safedepositlockers

.063

.083

.168

.000

.084

.313

.004

lowtransactionfee

.333

.133

.498

.001

.004

.000

.002

paymntofdividend

.220

.093

.017

.179

.462

.041

.005

financialadviserr

.273

.095

.183

.011

.163

.091

.080

giftcheque

.392

.024

.152

.075

.099

.056

.110

cleanenvironment

.343

.050

.337

.005

.258

.224

.000

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy.
Bartlett's Test of
Sphericity

.597

Approx. Chi-Square

1815.850

Df

171

Sig.

.000

Communalities
Initial

Extraction

Rateofinterest

1.000

.780

availabilityofbranches

1.000

.763

Atmfacility

1.000

.824

Debitcardfacility

1.000

.823

Creditfacility

1.000

.853

Internetbanking

1.000

.700

Mobilebanking

1.000

.647

Chequeboookfacility

1.000

.801

relationwiithcustomer

1.000

.859

Fixedepositschemes

1.000

.717

Corebankingsystem

1.000

.866

Typesofloans

1.000

.643

Insurance

1.000

.660

Safedepositlockers

1.000

.474

Lowtransactionfee

1.000

.802

Paymntofdividend

1.000

.715

Financialadviserr

1.000

.839

Giftcheque

1.000

.837

Cleanenvironment

1.000

.850

Extraction Method: Principal Component Analysis.

FACTOR ANALYSIS

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19

Initial Eigenvalues
Extraction Sums of Squared Loadings
% of
% of
Total
Variance
Cumulative %
Total
Variance
Cumulative %
4.215
22.182
22.182
4.215
22.182
22.182
2.515
13.237
35.419
2.515
13.237
35.419
1.958
10.307
45.726
1.958
10.307
45.726
1.784
9.387
55.113
1.784
9.387
55.113
1.624
8.546
63.659
1.624
8.546
63.659
1.326
6.976
70.636
1.326
6.976
70.636
1.031
5.429
76.065
1.031
5.429
76.065
.787
4.140
80.204
.782
4.114
84.319
.582
3.063
87.381
.502
2.644
90.025
.390
2.050
92.075
.303
1.596
93.671
.290
1.529
95.200
.270
1.422
96.622
.220
1.159
97.781
.178
.938
98.719
.142
.746
99.465
.102
.535
100.000
Extraction Method: Principal Component Analysis.

Scree Plot

Eigenvalue

Com
pone
nt

0
1

10

11

12

13

14

15

16

Component Number
Component Matrix(a)

17

18

19

Rotation Sums of Squared Loadings

% of
Total
Variance
Cumulative %
2.798
14.729
14.729
2.302
12.116
26.845
2.082
10.955
37.801
1.967
10.351
48.152
1.937
10.193
58.345
1.784
9.390
67.735
1.583
8.330
76.065

Component
relationwiithcustomer
fixedepositschemes
debitcardfacility
mobilebanking
lowtransactionfee
chequeboookfacility
safedepositlockers
insurance
atmfacility
rateofinterest
availabilityofbranches
financialadviserr
cleanenvironment
creditfacility
paymntofdividend
giftcheque
typesofloans
internetbanking
corebankingsystem

1
-.727
.720
.682
.651
-.571
-.561
-.519

7
.503

-.520

-.770
.676
.542

Extraction Method: Principal Component Analysis.

a 7 components extracted.

.663
-.546
.568
.737
-.542
-.506

Rotated Component Matrix(a)

Component
1

cleanenvironment

.801

insurance

.801

mobilebanking

.729

fixedepositschemes

.688

rateofinterest

.851

availabilityofbranches

.801

atmfacility

-.705
.879

debitcardfacility

.722

financialadviserr

-.672
.842

paymntofdividend

.716

safedepositlockers

-.526

corebankingsystem

.895

chequeboookfacility

-.745

internetbanking
relationwiithcustomer

.503

creditfacility
typesofloans

-.759
.668

giftcheque
lowtransactionfee
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a Rotation converged in 8 iterations.

.890
.537

.587

Component Score Coefficient Matrix

Component
1
-.021

rateofinterest

2
.420

3
-.042

4
-.126

5
.143

6
-.079

7
-.140

availabilityofbranches

-.001

.366

-.017

.059

.131

.143

.021

atmfacility

-.058

-.253

-.165

-.061

.258

.030

-.119

.061

-.168

.341

.120

-.158

.021

.139

debitcardfacility
creditfacility

-.059

.157

.466

-.075

-.007

-.064

.011

internetbanking

-.113

-.097

-.066

-.072

-.096

-.488

-.044

mobilebanking

.290

-.084

-.024

.094

-.021

.132

.097

chequeboookfacility

-.012

-.031

.061

.008

-.386

.128

-.166

relationwiithcustomer

-.130

.104

-.187

.379

-.084

-.003

-.095

fixedepositschemes

.222

.053

.035

.104

-.021

-.069

.098

corebankingsystem

-.031

.114

-.023

-.084

.558

.136

-.138

typesofloans

.098

.078

-.353

.104

-.004

-.109

.157

insurance

.335

.029

-.085

-.089

-.016

.038

.027

safedepositlockers

-.077

.058

.037

-.265

-.031

-.150

.098

lowtransactionfee

.028

-.094

.004

-.043

-.039

.263

.340

paymntofdividend

.018

.025

-.097

.402

-.139

-.144

.115

-.139

-.037

-.001

.490

-.011

.148

-.053

.040

-.005

-.003

-.006

.005

-.025

.573

-.077

-.176

.009

.161

-.245

financialadviserr
giftcheque
cleanenvironment

.340
-.004
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.

Component Score Covariance Matrix

Component
1

1
1.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

1.000

.000

.000

.000

1.000

.000

.000

.000

.000

.000

.000

.000

1.000

.000

.000

.000

.000

.000

.000

.000

1.000

.000

.000

.000

.000

.000

.000

.000

1.000

.000

.000
.000
.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.

.000

.000

.000

1.000

Correlation Matrix
availabilityof
branches

atmfacility

debitcardfa
cility

creditfacility

mobileban
king

1.000

.542

-.525

-.434

.046

-.178

.542

1.000

-.511

-.244

.133

-.152

atmfacility

-.525

-.511

1.000

.118

-.295

.088

debitcardfacility

-.434

-.244

.118

1.000

.571

.466

rateofinterest
Correlation

rateofinterest
availabilityofbranches

creditfacility
mobilebanking
chequeboookfacility
relationwiithcustomer

Sig. (1-tailed)

.046

.133

-.295

.571

1.000

.137

-.178

-.152

.088

.466

.137

1.000

.283

.119

-.346

-.296

-.095

-.284

.025

.313

-.105

-.418

-.363

-.322

fixedepositschemes

-.005

-.053

-.118

.405

.218

.548

corebankingsystem

-.189

-.017

.427

.179

.175

.202

insurance

-.008

-.106

-.131

.147

.035

.395

lowtransactionfee

-.031

.079

.000

-.216

-.190

-.206

giftcheque

-.020

.140

-.073

-.102

-.091

-.087

cleanenvironment

-.029

-.116

-.030

.181

.046

.490

.000

.000

.000

.259

.006

.000

.000

.030

.016

.049

.000

.108

.000

.000

rateofinterest
availabilityofbranches

.000

atmfacility

.000

.000

debitcardfacility

.000

.000

.049

creditfacility

.259

.030

.000

.000

mobilebanking

.006

.016

.108

.000

.026

chequeboookfacility

.000

.046

.000

.000

.091

.026
.000

ch
o

relationwiithcustomer

.364

.000

.069

.000

.000

.000

fixedepositschemes

.470

.228

.048

.000

.001

.000

corebankingsystem

.004

.408

.000

.006

.007

.002

insurance

.454

.068

.032

.019

.311

.000

lowtransactionfee

.333

.133

.498

.001

.004

.002

giftcheque

.392

.024

.152

.075

.099

.110

cleanenvironment

.343

.050

.337

.005

.258

.000

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy.
Bartlett's Test of
Sphericity

.601

Approx. Chi-Square

1293.696

df

91

Sig.

.000

Communalities
Initial
1.000

Extraction
.786

availabilityofbranches

1.000

.676

atmfacility

1.000

.825

debitcardfacility

1.000

.866

creditfacility

1.000

.827

mobilebanking

1.000

.625

chequeboookfacility

1.000

.785

relationwiithcustomer

1.000

.685

fixedepositschemes

1.000

.688

corebankingsystem

1.000

.650

insurance

1.000

.685

lowtransactionfee

1.000

.793

giftcheque

1.000

.832

rateofinterest

cleanenvironment

1.000
.712
Extraction Method: Principal Component Analysis.

Total Variance Explained

Initial Eigenvalues
Component

Total

% of Variance

Cumulative %

Extraction Sums of Squared Loadings

Total

% of Variance

Cumulative %

Rotation Sums o
Total

% of Va

3.819

27.276

27.276

3.819

27.276

27.276

2.547

2.360

16.859

44.134

2.360

16.859

44.134

2.209

1.685

12.034

56.168

1.685

12.034

56.168

2.151

1.369

9.781

65.950

1.369

9.781

65.950

1.867

1.203

8.593

74.543

1.203

8.593

74.543

1.662

.914

6.532

81.075

.620

4.430

85.504

.491

3.506

89.011

.362

2.586

91.597

10

.348

2.483

94.080

11

.276

1.969

96.049

12

.273

1.947

97.996

13

.167

1.194

99.190

14

.113
.810
Extraction Method: Principal Component Analysis.

100.000

Scree Plot

Eigenvalue

0
1

10

11

12

13

14

Component Matrix(a)
Number
Component

Component
relationwiithcustomer

1
-.740

fixedepositschemes

.717

mobilebanking

.695

debitcardfacility

.695

chequeboookfacility
insurance
cleanenvironment

-.561

.556

atmfacility

-.799

rateofinterest

.663

availabilityofbranches

.506

creditfacility

.535

giftcheque

.501

lowtransactionfee

.656

-.520

.528

corebankingsystem
Extraction Method: Principal Component Analysis.
a 5 components extracted.

Rotated Component Matrix(a)

Component
1

insurance

.825

cleanenvironment

.787

mobilebanking

.706

fixedepositschemes

.686

rateofinterest

.858

availabilityofbranches

.800

atmfacility

-.734

chequeboookfacility

-.845

corebankingsystem

.795

relationwiithcustomer

-.622

creditfacility

.877

debitcardfacility

.802

giftcheque

.892

lowtransactionfee

.818

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.
a Rotation converged in 6 iterations.
Component Transformation Matrix
Component
1

1
.626

2
-.315

.433

3
4
5

3
.498

4
.431

5
-.275

.740

-.392

.187

-.277

-.321

.482

.505

.495

.406

.564

.057

.039

-.344

.748

.003

-.343

-.585

.645

.351

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.

Component Score Coefficient Matrix

Component
1
.015

.421

.111

4
-.129

availabilityofbranches

-.031

.389

.114

.003

.057

atmfacility

-.082

-.292

.184

-.209

-.089

debitcardfacility

-.009

-.190

-.117

.473

.066

creditfacility

-.140

.082

-.050

.538

-.020

rateofinterest

mobilebanking

5
-.110

.290

-.062

-.004

.033

.114

chequeboookfacility

-.007

-.044

-.428

.065

-.103

relationwiithcustomer

.070

-.033

-.082

-.273

-.102

fixedepositschemes

.246

.100

.089

.055

.009

corebankingsystem

-.089

.061

.435

-.103

-.048

insurance

.397

.037

-.033

-.142

.105

lowtransactionfee

.038

-.073

-.100

.013

.504

giftcheque

.091

.063

.090

.032

.578

cleanenvironment

.356

-.042

-.135

-.131

-.060

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Component Score Covariance Matrix
Component
1

1.000

.000

.000

.000

.000

.000

1.000

.000

.000

.000

.000

.000

1.000

.000

.000

.000

.000

.000

1.000

.000

.000
.000
.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.

.000

1.000