1 Availability of services like drop box or payment options for post-paid, or recharge coupons for prepaid
2 Good network connectivity all thro the city
3 Internet connection with good speed
4 Quick and appropriate response at Customer Care centre
5 Connectivity while roaming - national or international
6 Call rates and tariff plans
7 Additional features like unlimited SMS lifetime prepaid, 2 phone fmily calling,
8 Network quality - call drops, minimum voice quality, down time,
9 SMS and VAS charges
10 VAS like MMS, like Caller tunes, MMS, etc.
11 Roaming charned
12 Conferencing
SN Q1 Q2 Q3 Q4 Q5 Q6
1 3 6 5 4 6 7
2 3 5 3 4 6 5
3 4 5 2 5 5 1
4 5 2 6 6 3 3
5 4 6 7 5 5 6
6 4 4 3 5 4 4
7 4 5 4 5 2 2
8 2 3 6 3 4 5
9 3 5 4 4 5 7
10 2 6 4 3 5 3
11 1 6 6 2 6 4
12 1 6 7 1 6 2
13 5 4 2 6 3 5
14 4 5 7 5 5 3
15 1 5 6 2 6 4
16 1 2 3 1 4 3
17 2 6 7 3 5 3
18 3 5 5 4 6 2
19 3 4 5 4 5 4
20 3 3 6 4 5 7
21 1 7 7 2 7 1
22 6 5 3 7 4 4
23 5 6 7 6 6 2
24 2 6 7 3 7 3
25 1 3 4 2 5 2
26 3 7 7 4 6 2
27 4 6 6 5 6 1
28 4 5 7 5 6 3
29 4 6 5 5 4 2
30 5 5 4 6 3 3
31 3 6 7 4 6 2
32 3 3 6 4 5 7
33 5 5 2 6 3 5
34 1 3 6 2 5 3
35 7 2 5 7 3 2
or recharge coupons for prepaid.
Scale
1 = completely Disagree
7 = completely Agree
Q7 Q8 Q9 Q10 Q11 Q12
2 5 1 4 2 5
4 5 4 2 4 2
5 5 6 1 6 1
6 4 5 5 5 4
3 5 4 6 3 6
4 4 4 2 5 1
5 2 6 3 5 4
3 4 2 5 4 5
2 7 1 3 2 6
6 6 5 3 6 3
5 6 4 5 5 5
6 5 6 5 6 6
3 4 4 2 4 1
5 5 5 4 5 6
5 1 4 6 5 5
6 3 4 2 5 2
6 4 5 6 6 6
5 5 5 5 5 4
3 4 4 4 3 4
1 1 1 4 1 5
7 6 7 6 7 7
4 5 5 3 5 2
6 6 6 5 6 7
6 2 5 7 6 6
7 4 5 3 6 3
7 5 6 7 7 7
7 6 7 6 6 5
4 5 5 5 4 6
6 2 6 4 6 4
5 2 5 3 5 3
7 5 6 7 7 7
1 1 1 4 2 5
3 4 4 2 4 1
6 5 5 5 5 5
6 2 6 5 6 5
Q1 Q2 Q3 Q4 Q5 Q6
Q1 1.00
Q2 -0.13 1.00
Q3 -0.29 0.30 1.00
Q4 0.98 -0.07 -0.28 1.00
Q5 -0.55 0.54 0.56 -0.51 1.00
Q6 0.02 -0.23 -0.15 0.05 -0.10 1.00
Q7 -0.19 0.26 0.26 -0.22 0.19 -0.90
Q8 -0.09 0.44 0.06 -0.06 0.39 -0.16
Q9 0.13 0.36 0.15 0.10 0.07 -0.94
Q10 -0.24 0.36 0.90 -0.23 0.54 -0.23
Q11 -0.08 0.34 0.16 -0.11 0.15 -0.91
Q12 -0.26 0.38 0.93 -0.25 0.56 -0.10
CFA can be done if at least two of the correlations >= 0.30 (many of them are highlighted above)
1.00
0.20 1.00
0.87 0.20 1.00
0.38 0.04 0.26 1.00
0.94 0.19 0.89 0.31 1.00
0.21 0.16 0.09 0.85 0.12 1.00
highlighted above)
Rule
to check if Factor Analysis is appropriate tool here. > = 0.50 ok here
CA 0.5906784
Network VAS VAS Roaming Conferenci
Qulity Charges Options Charges ng
Q8 Q9 Q10 Q11 Q12 SUM
5 1 4 2 5 50
5 4 2 4 2 47
5 6 1 6 1 46
4 5 5 5 4 54
5 4 6 3 6 60
4 4 2 5 1 44
2 6 3 5 4 47
4 2 5 4 5 46
7 1 3 2 6 49
6 5 3 6 3 52
6 4 5 5 5 55
5 6 5 6 6 57
4 4 2 4 1 43
5 5 4 5 6 59
1 4 6 5 5 50
3 4 2 5 2 36
4 5 6 6 6 59
5 5 5 5 4 54
4 4 4 3 4 47
1 1 4 1 5 41
6 7 6 7 7 65
5 5 3 5 2 53
6 6 5 6 7 68
2 5 7 6 6 60
4 5 3 6 3 45
5 6 7 7 7 68
6 7 6 6 5 65
5 5 5 4 6 59
2 6 4 6 4 54
2 5 3 5 3 49
5 6 7 7 7 67
1 1 4 2 5 42
4 4 2 4 1 44
5 5 5 5 5 51
2 6 5 6 5 56
f SUM (Total)
DIFFERENCE / (n-1)
3.34
VAR of SUM / n
5.66
CA = 0.591
Extracted
Initial Communalit
A Communality* y
Same as G27:G38 below
SN Variables
1 Payment Options 0.980 0.981
2 Connectivity 0.730 0.618
3 Internet 0.926 0.974
4 Customer Care 0.978 0.992
5 Roaming Coverage 0.684 0.750
6 Tariff 0.942 0.917
7 Additional Features 0.942 0.941
8 Network Qulity 0.396 0.373
9 VAS Charges 0.949 0.942
10 VAS Options 0.872 0.873
11 Roaming Charges 0.934 0.924
12 Conferencing 0.916 0.883
a) INITIAL COMMUNALITIES are the proportion of variance accounted for in each variable by the
Small communalities suggest this proportion is small and so does not fit the Factor solution.
In above table the communalities are high indicating they share a good variance with one nother, h
* These are also called Eigenvalues - these are special set of scalars, associated with a matrix eq
roots). These are needed to diagonalize a matrix, esp in practices like getting stability, rotating bodi
If A is a square matrix (i.e. a linear transformation) and if X is a vector (belong to Euclidean set Rn),
AX = Lamda X
(A - lamda) X = 0… all in matrices form.
b) EXTRACTION COMMUNALITIES are estimates of variance in each variable accounted for by Factors
SS
Proportional Var
Cumu Var
SS
Proportional Var
Cumu Var
Component
FACTOR SCORES, for each customer Component 1
2
n each variable by the rest of the variables. This is obtained by grouping variables on the basis of simp
the Factor solution.
nce with one nother, hence ideal for FA.
Initial Communa
6
4
Axis Factoring
3
1
4
Component Component 1
Communality
3 4
0
-0.1762 -0.1450 1 2 3 4 5 6 7
-0.1375 -0.0403
0.4009 -0.2137
0.1117 0.1029
0.0388 0.0189
0.4223 -0.2454
0.4317 -0.0912
0.6999 0.0654
0.7238 0.1394
-0.0668 0.3684
0.1411 0.5651
-0.0306 0.5353
Component Component
Communality
3 4
-0.1456 0.0745 Internet
-0.1102 0.2052 Conferencing
-0.1011 0.1029 VAS Options
0.0036 -0.0777 Tariff
-0.1623 0.0855 Additional Features
-0.0586 0.1581 Roaming Charges
0.1635 0.1869 VAS Charges
-0.0411 0.5981 Network Qulity
-0.4305 0.5969 Roaming Coverage
-0.0017 0.7191 Connectivity
0.9849 -0.0354 Customer Care
0.9735 -0.1082 Payment Options
Component Component
3 4
-0.216 0.530
-0.178 1.550
0.311 0.915
1.147 -2.049
0.739 0.478
0.319 -0.324
0.532 -0.742
-0.786 -1.414
-0.133 1.365
-0.834 0.580
-1.347 0.445
-1.690 -0.310
0.981 0.118
0.717 0.130
-1.281 -0.177
-2.103 -1.936
-0.604 -0.329
-0.205 0.029
-0.125 -0.090
-0.088 -0.901
-1.067 1.776
1.703 0.665
1.423 1.199
-0.559 0.371
-1.465 -0.371
0.103 0.740
0.579 0.420
0.697 0.428
0.547 -0.378
1.062 -0.880
0.135 0.723
-0.036 -0.609
0.949 0.134
-1.264 -0.327
2.039 -1.760
e highlighted above)
497.6
66
0.000
0.658
> 0.80 Very good
> 0.70 OK
> 0.60 Mediocre
> 0.50 Miserable
Below 0.50 STOP
ouping variables on the basis of simple correlation matrix
Initial Communalities
2 3 4 5 6 7 8 9 10 11 12
SCREE Plot
Cut Off at 1.00
ECONOMY
Customer Care