4.

3 CORRELATION
A correlation is a single number that describes the degree of relationship between two variables. The correlation is a way to measure how associated or related two variables are. There are two types or directions of correlation. These are called positive correlation and negative correlation. In a positive correlation, as the values of one of the variables increase, the values of the second variable also increase. Likewise, as the value of one of the variables decreases, the value of the other variable also decreases. In a negative correlation, when the value of one of the variable increases, the values of the second variable decreases. Correlations, whether positive or negative, range in their strength from weak to strong. Two observations from the correlation results have been considered: the Pearson correlation and the significance level. The results of the correlation analysis are given below:

4.3.1 Table 1

Correlations Janata Insurance Company Ltd. has modern Taking our service from: Taking our service from: Pearson Correlation Sig. (2-tailed) N Janata Insurance Company Ltd. has modern looking equipment The physical facilities are visually appealing Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Employees are neat in their appearance Pearson Correlation Sig. (2-tailed) N The internal Pearson Correlation 30 -.362* .050 30 -.018 .926 30 -.278 .137 30 -.140 .460 30 .166 .382 30 30 .558** .001 30 .440* .015 30 -.411* .024 30 -.325 .079 30 30 .222 .238 30 -.013 .946 30 -.094 .622 30 30 -.211 .262 30 -.141 .458 30 30 .062 .745 30 30 1 looking equipment -.362* .050 30 1 The physical facilities are visually appealing -.018 .926 30 .558** .001 30 1 Employees are neat in their appearance -.278 .137 30 .440* .015 30 .222 .238 30 1 The internal decoration/arran The stuff function gements are comfortable -.140 .460 30 -.411* .024 30 -.013 .946 30 -.211 .262 30 1 is sufficient to the customers ratio .166 .382 30 -.325 .079 30 -.094 .622 30 -.141 .458 30 .062 .745 30 1

decoration/arrangements are Sig. (2-tailed) comfortable N The stuff function is sufficient Pearson Correlation to the customers ratio Sig. (2-tailed) N

4.3.2 Table 2

Correlations Janata Insurance Janata Insurance Company Ltd. provides Taking our service from: Taking our service from: Pearson Correlation Sig. (2-tailed) N Janata Insurance Company Ltd. provides services when promised Employees show sincere interest in solving your problems Errors corrected promptly Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Janata Insurance Company Pearson Correlation 30 -.142 .454 30 -.227 .227 30 .044 .819 30 .090 .636 30 .149 .433 30 .139 .464 30 .054 .775 30 -.069 .716 30 .042 .827 30 .041 .829 30 -.089 .642 30 .171 .367 30 .207 .272 30 .123 .516 30 .268 .152 1 services when promised -.142 .454 30 1 Employees show sincere interest in solving your problems -.227 .227 30 .139 .464 30 1 Errors corrected promptly .044 .819 30 .054 .775 30 .041 .829 30 1 Company Ltd. is confidential about your account information .090 .636 30 -.069 .716 30 -.089 .642 30 .207 .272 30 1 You always get the accurate information at time .149 .433 30 .042 .827 30 .171 .367 30 .123 .516 30 .268 .152 30 1

Ltd. is confidential about your Sig. (2-tailed) account information N You always get the accurate Pearson Correlation information at time Sig. (2-tailed)

4.3.3 Table 3

Correlations Employees are Employees give Taking our service from: Taking our service from: Pearson Correlation Sig. (2-tailed) N Employees give you prompt service Pearson Correlation Sig. (2-tailed) N Employees are always willing Pearson Correlation to help you Sig. (2-tailed) N Employees are never too busy to respond to your request Pearson Correlation Sig. (2-tailed) N 30 -.333 .072 30 -.322 .082 30 -.208 .271 30 .233 .216 30 .030 .875 30 30 .247 .189 30 .320 .085 30 .195 .301 30 .371* .044 30 30 .191 .312 30 -.253 .178 30 .404* .027 30 30 -.045 .812 30 .225 .232 30 30 -.064 .736 30 30 1 you prompt service -.333 .072 30 1 Employees are never too busy to help you -.322 .082 30 .247 .189 30 1 request -.208 .271 30 .320 .085 30 .191 .312 30 1 You can speak You dont need to to the higher you need to .233 .216 30 .195 .301 30 -.253 .178 30 -.045 .812 30 1 wait for a long services .030 .875 30 .371* .044 30 .404* .027 30 .225 .232 30 -.064 .736 30 1

always willing to respond to your authority easily if time for receiving

You can speak to the higher Pearson Correlation authority easily if you need to Sig. (2-tailed) N You dont need to wait for a long time for receiving services Pearson Correlation Sig. (2-tailed) N

*. Correlation is significant at the 0.05 level (2-tailed).

4.3.4 Table 4

Correlations The behavior of employees instills Taking our service from: Taking our service from: Pearson Correlation Sig. (2-tailed) N The behavior of employees instills confidence in you Pearson Correlation Sig. (2-tailed) N You feel safe in your transactions with Janata Insurance Company Ltd Employees are consistently courteous with you Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Employees have knowledge Pearson Correlation to answering your quarries Sig. (2-tailed) N The security system/facilities Pearson Correlation are enough Sig. (2-tailed) N 30 .203 .281 30 -.201 .287 30 -.559** .001 30 .107 .574 30 -.029 .879 30 30 -.079 .680 30 .062 .743 30 -.127 .503 30 -.057 .766 30 30 .216 .252 30 -.025 .895 30 .157 .408 30 30 -.224 .233 30 -.104 .585 30 30 .018 .924 30 30 1 confidence in you .203 .281 30 1 You feel safe in your transactions Employees are Employees have with Janata Insurance Company Ltd -.201 .287 30 -.079 .680 30 1 consistently courteous with you -.559** .001 30 .062 .743 30 .216 .252 30 1 knowledge to answering your quarries .107 .574 30 -.127 .503 30 -.025 .895 30 -.224 .233 30 1 The security system/facilities are enough -.029 .879 30 -.057 .766 30 .157 .408 30 -.104 .585 30 .018 .924 30 1

4.3.5 Table 5

Correlations Janata Insurance Company Ltd. gives you Taking our service from: Taking our service from: Pearson Correlation Sig. (2-tailed) N Janata Insurance Company Ltd. gives you individual attention Service hours are Convenient Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Employees understand the specific needs of customers Pearson Correlation Sig. (2-tailed) N Employees seemed caring while dealing with you Pearson Correlation Sig. (2-tailed) N 30 .252 .179 30 .189 .317 30 .007 .971 30 .039 .839 30 30 .056 .768 30 .134 .479 30 -.309 .097 30 30 -.054 .776 30 .196 .299 30 30 .076 .688 30 30 1 individual attention .252 .179 30 1 Service hours are Convenient .189 .317 30 .056 .768 30 1 Employees understand the customers .007 .971 30 .134 .479 30 -.054 .776 30 1 Employees seemed caring you .039 .839 30 -.309 .097 30 .196 .299 30 .076 .688 30 1

specific needs of while dealing with

4.3.6 Table 6

Correlations You have faith Claim recovery process was Taking our service from: Taking our service from: Pearson Correlation Sig. (2-tailed) N Claim recovery process was Pearson Correlation faster than you were expecting Sig. (2-tailed) N 30 -.112 .556 30 -.012 .948 30 .013 .946 30 .192 .309 30 .098 .607 30 30 -.099 .603 30 -.371* .043 30 -.365* .047 30 -.368* .045 30 30 .472** .008 30 .048 .800 30 -.224 .234 30 30 .110 .564 30 .127 .502 30 30 .243 .196 30 30 1 faster than you were expecting -.112 .556 30 1 So many paper work need to done for claim process -.012 .948 30 -.099 .603 30 1 on claim recovery of Company Ltd .013 .946 30 -.371* .043 30 .472** .008 30 1 From claim to recovery, the whole process than promised .192 .309 30 -.365* .047 30 .048 .800 30 .110 .564 30 1 Claim Department needs more improvement .098 .607 30 -.368* .045 30 -.224 .234 30 .127 .502 30 .243 .196 30 1

Janata Insurance need more time

So many paper work need to Pearson Correlation done for claim process Sig. (2-tailed) N You have faith on claim Pearson Correlation

recovery of Janata Insurance Sig. (2-tailed) Company Ltd N From claim to recovery, the whole process need more time than promised Claim Department needs more improvement Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N

4.3.7 Table 7

Correlations Most of the customer thinks that, Janata Insurance You are satisfied with the return on investment Taking our service from: Taking our service from: Pearson Correlation Sig. (2-tailed) N You are satisfied with the return on investment from your insurance policy Most of the customer thinks that, Janata Insurance Company Ltd. needs more advertisement of their company and its services You are fully satisfied with the services of Janata Insurance Company Ltd The service offered by Janata Insurance Company Pearson Correlation Sig. (2-tailed) N Pearson Correlation -.478** .008 30 .340 .315 .090 30 .387* .000 1.000 30 -.039 30 .076 1 .076 .691 30 1 .048 .799 30 .044 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 30 .078 .682 30 -.024 .898 30 30 -.040 .833 30 30 1 from your Company Ltd. needs more advertisement of their company You are fully satisfied with the services of Janata Insurance Company Ltd -.478** .008 30 .315 .090 30 .000 1.000 30 The service offered by Janata Insurance Company ltd., compared to other Insurance company is better .340 .066 30 .387* .034 30 -.039 .839 30 The possibility that you are going to repurchase the service of Janata Insurance Company Ltd. Is high -.167 .378 30 -.164 .385 30 -.323 .082 30

insurance policy and its services .078 .682 30 1 -.024 .898 30 -.040 .833 30 1

4.4 Regression Analysis

4.4.1 Hypothesis #1 Tangibility of JICL affects Overall Perception

Model Summary Adjusted R Model 1 R .076a R Square .006 Square -.030 Std. Error of the Estimate 2.48109

a. Predictors: (Constant), Tangible

ANOVAb Model 1 Regression Residual Total a. Predictors: (Constant), Tangible b. Dependent Variable: Overall_Perception Sum of Squares 1.004 172.362 173.367 df 1 28 29 Mean Square 1.004 6.156 F .163 Sig. .689a

Coefficientsa Standardized Unstandardized Coefficients Model 1 (Constant) Tangible B 24.680 -.092 Std. Error 3.610 .228 -.076 Coefficients Beta t 6.837 -.404 Sig. .000 .689

a. Dependent Variable: Overall_Perception

4.4.2 Hypothesis #2 Reliability of JICL affects Overall Perception

Model Summary Adjusted R Model 1 R .119a R Square .014 Square -.021 Std. Error of the Estimate 2.47052

a. Predictors: (Constant), Reliability

ANOVAb Model 1 Regression Residual Total Sum of Squares 2.470 170.897 173.367 df 1 28 29 Mean Square 2.470 6.103 F .405 Sig. .530a

a. Predictors: (Constant), Reliability b. Dependent Variable: Overall_Perception

Coefficientsa Standardized Unstandardized Coefficients Model 1 (Constant) Reliability B 25.019 -.122 Std. Error 2.842 .192 -.119 Coefficients Beta t 8.802 -.636 Sig. .000 .530

a. Dependent Variable: Overall_Perception

4.4.3 Hypothesis #3 Responsiveness of JICL affects Overall Perception

Model Summary Adjusted R Model 1 R .059a R Square .003 Square -.032 Std. Error of the Estimate 2.48402

a. Predictors: (Constant), Responsiveness

ANOVAb Model 1 Regression Residual Total Sum of Squares .597 172.770 173.367 df 1 28 29 Mean Square .597 6.170 F .097 Sig. .758a

a. Predictors: (Constant), Responsiveness b. Dependent Variable: Overall_Perception

Coefficientsa Standardized Unstandardized Coefficients Model 1 (Constant) Responsiveness B 22.599 .056 Std. Error 2.089 .180 .059 Coefficients Beta t 10.820 .311 Sig. .000 .758

a. Dependent Variable: Overall_Perception

4.4.4 Hypothesis #4 Assurance of JICL affects Overall Perception

Model Summary Adjusted R Model 1 R .286a R Square .082 Square .049 Std. Error of the Estimate 2.38458

a. Predictors: (Constant), Assurance

ANOVAb Model 1 Regression Residual Total Sum of Squares 14.153 159.214 173.367 df 1 28 29 Mean Square 14.153 5.686 F 2.489 Sig. .126a

a. Predictors: (Constant), Assurance b. Dependent Variable: Overall_Perception

Coefficientsa Standardized Unstandardized Coefficients Model 1 (Constant) Assurance B 17.858 .370 Std. Error 3.435 .234 .286 Coefficients Beta t 5.199 1.578 Sig. .000 .126

a. Dependent Variable: Overall_Perception

4.4.5 Hypothesis #5 Empathy of JICL affects Overall Perception

Model Summary Adjusted R Model 1 R .318a R Square .101 Square .069 Std. Error of the Estimate 2.35937

a. Predictors: (Constant), Empathy

ANOVAb Model 1 Regression Residual Total Sum of Squares 17.501 155.865 173.367 df 1 28 29 Mean Square 17.501 5.567 F 3.144 Sig. .087a

a. Predictors: (Constant), Empathy b. Dependent Variable: Overall_Perception

Coefficientsa Standardized Unstandardized Coefficients Model 1 (Constant) Empathy B 28.116 -.451 Std. Error 2.787 .254 -.318 Coefficients Beta t 10.088 -1.773 Sig. .000 .087

a. Dependent Variable: Overall_Perception

4.4.6 Hypothesis #6 Claim Recovery of JICL affects Overall Perception

Model Summary Adjusted R Model 1 R .233a R Square .054 Square .021 Std. Error of the Estimate 2.41970

a. Predictors: (Constant), Claim_Recovery

ANOVAb Model 1 Regression Residual Total Sum of Squares 9.428 163.939 173.367 df 1 28 29 Mean Square 9.428 5.855 F 1.610 Sig. .215a

a. Predictors: (Constant), Claim_Recovery b. Dependent Variable: Overall_Perception

Coefficientsa Standardized Unstandardized Coefficients Model 1 (Constant) Claim_Recovery B 17.358 .342 Std. Error 4.651 .269 .233 Coefficients Beta t 3.732 1.269 Sig. .001 .215

a. Dependent Variable: Overall_Perception

4.5 Crosstabs
4.5.1 Tangible * Overall_Perception Crosstabulation
Case Processing Summary Cases Valid N Tangible * Overall_Perception 30 Percent 100.0% N 0 Missing Percent .0% N 30 Total Percent 100.0%

Tangible * Overall_Perception Crosstabulation Count Overall_Perception 19.00 Tangible 11.00 12.00 13.00 14.00 15.00 16.00 17.00 18.00 19.00 Total 0 0 0 0 0 0 1 0 0 1 20.00 0 0 0 2 0 0 1 0 1 4 21.00 0 1 0 0 0 1 1 0 0 3 22.00 0 0 0 1 1 0 1 1 0 4 23.00 0 0 1 0 2 0 2 1 0 6 24.00 1 0 0 0 0 1 0 0 0 2 25.00 0 0 0 0 1 0 1 1 0 3 26.00 0 0 0 1 0 1 1 1 0 4 27.00 0 1 0 0 0 0 1 0 0 2 28.00 0 0 0 0 1 0 0 0 0 1 Total 1 2 1 4 5 3 9 4 1 30

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 65.028a 51.700 .168 30 df 72 72 1 sided) .707 .966 .682

a. 90 cells (100.0%) have expected count less than 5. The minimum expected count is .03.

4.5.2 Reliability * Overall_Perception Crosstabulation

Case Processing Summary Cases Valid N Reliability * Overall_Perception 30 Percent 100.0% N 0 Missing Percent .0% N 30 Total Percent 100.0%

Reliability * Overall_Perception Crosstabulation Count Overall_Perception 19.00 Reliability 10.00 11.00 12.00 13.00 14.00 15.00 16.00 17.00 18.00 19.00 20.00 Total 0 0 0 1 0 0 0 0 0 0 0 1 20.00 0 0 0 0 2 0 0 0 2 0 0 4 21.00 0 0 2 0 0 1 0 0 0 0 0 3 22.00 0 0 0 1 1 0 0 1 0 0 1 4 23.00 0 0 0 2 2 0 2 0 0 0 0 6 24.00 1 0 0 0 0 0 1 0 0 0 0 2 25.00 0 0 1 0 0 1 0 0 0 1 0 3 26.00 0 0 0 0 1 1 1 1 0 0 0 4 27.00 0 1 0 0 0 1 0 0 0 0 0 2 28.00 0 0 1 0 0 0 0 0 0 0 0 1 Total 1 1 4 4 6 4 4 2 2 1 1 30

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 106.458a 75.799 .413 30 df 90 90 1 sided) .114 .858 .520

a. 110 cells (100.0%) have expected count less than 5. The minimum expected count is .03.

4.5.3 Responsiveness * Overall_Perception Crosstabulation

Case Processing Summary Cases Valid N Responsiveness * Overall_Perception 30 Percent 100.0% N 0 Missing Percent .0% N 30 Total Percent 100.0%

Responsiveness * Overall_Perception Crosstabulation Count Overall_Perception 19.00 Responsiveness 7.00 9.00 10.00 11.00 12.00 13.00 14.00 15.00 17.00 Total 0 1 0 0 0 0 0 0 0 1 20.00 0 2 1 1 0 0 0 0 0 4 21.00 1 0 0 0 1 1 0 0 0 3 22.00 0 1 1 0 2 0 0 0 0 4 23.00 0 0 0 2 0 2 0 1 1 6 24.00 0 0 0 0 0 0 1 1 0 2 25.00 0 0 0 0 1 1 1 0 0 3 26.00 0 1 2 1 0 0 0 0 0 4 27.00 1 0 0 0 0 0 0 1 0 2 28.00 1 0 0 0 0 0 0 0 0 1 Total 3 5 4 4 4 4 2 3 1 30

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 75.000a 68.022 .100 30 df 72 72 1 sided) .381 .611 .752

a. 90 cells (100.0%) have expected count less than 5. The minimum expected count is .03.

4.5.4 Assurance * Overall_Perception Crosstabulation

Case Processing Summary Cases Valid N Assurance * Overall_Perception 30 Percent 100.0% N 0 Missing Percent .0% N 30 Total Percent 100.0%

Assurance * Overall_Perception Crosstabulation Count Overall_Perception 19.00 Assurance 10.00 12.00 13.00 14.00 15.00 16.00 17.00 18.00 19.00 Total 0 0 1 0 0 0 0 0 0 1 20.00 0 2 0 1 1 0 0 0 0 4 21.00 0 0 0 1 2 0 0 0 0 3 22.00 0 0 1 0 2 1 0 0 0 4 23.00 0 0 3 0 0 1 1 1 0 6 24.00 0 0 2 0 0 0 0 0 0 2 25.00 0 0 0 0 2 1 0 0 0 3 26.00 0 0 0 1 3 0 0 0 0 4 27.00 1 0 0 0 0 0 1 0 0 2 28.00 0 0 0 0 0 0 0 0 1 1 Total 1 2 7 3 10 3 2 1 1 30

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 99.690a 65.594 2.367 30 df 72 72 1 sided) .017 .690 .124

a. 90 cells (100.0%) have expected count less than 5. The minimum expected count is .03.

4.5.5 Empathy * Overall_Perception Crosstabulation

Case Processing Summary Cases Valid N Empathy * Overall_Perception 30 Percent 100.0% N 0 Missing Percent .0% N 30 Total Percent 100.0%

Empathy * Overall_Perception Crosstabulation Count Overall_Perception 19.00 Empathy 6.00 8.00 9.00 10.00 11.00 12.00 13.00 14.00 Total 0 0 0 0 1 0 0 0 1 20.00 0 0 0 0 1 1 2 0 4 21.00 0 0 0 1 0 1 1 0 3 22.00 0 0 1 1 0 2 0 0 4 23.00 0 0 0 1 4 1 0 0 6 24.00 0 0 0 2 0 0 0 0 2 25.00 0 1 0 2 0 0 0 0 3 26.00 1 0 0 1 0 1 1 0 4 27.00 0 1 0 1 0 0 0 0 2 28.00 0 0 0 0 0 0 0 1 1 Total 1 2 1 9 6 6 4 1 30

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 85.069a 56.337 2.928 30 df 63 63 1 sided) .033 .711 .087

a. 80 cells (100.0%) have expected count less than 5. The minimum expected count is .03.

4.5.6 Claim_Recovery * Overall_Perception Crosstabulation

Case Processing Summary Cases Valid N Claim_Recovery * Overall_Perception 30 Percent 100.0% N 0 Missing Percent .0% N 30 Total Percent 100.0%

Claim_Recovery * Overall_Perception Crosstabulation Count Overall_Perception 19.00 Claim_Recovery 14.00 15.00 16.00 17.00 18.00 19.00 20.00 Total 0 0 0 1 0 0 0 1 20.00 0 0 2 1 0 0 1 4 21.00 0 1 0 0 1 1 0 3 22.00 0 2 1 1 0 0 0 4 23.00 0 0 2 1 2 1 0 6 24.00 0 0 1 1 0 0 0 2 25.00 1 0 0 0 1 0 1 3 26.00 0 0 1 1 1 0 1 4 27.00 0 0 1 0 0 1 0 2 28.00 0 0 0 0 0 0 1 1 Total 1 3 8 6 5 3 4 30

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 50.542a 46.521 1.577 30 df 54 54 1 sided) .609 .755 .209

a. 70 cells (100.0%) have expected count less than 5. The minimum expected count is .03.

4.6 One Sample T-test

4.6.1 One Sample T-test of Tangibility
One-Sample Statistics N Tangible 30 Mean 15.7000 Std. Deviation 2.01973 Std. Error Mean .36875

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Tangible 42.576 df 29 Sig. (2-tailed) .000 Mean Difference 15.70000 Lower 14.9458 Upper 16.4542

4.6.2 One Sample T-test of Reliability

One-Sample Statistics N Reliability 30 Mean 14.6000 Std. Deviation 2.38675 Std. Error Mean .43576

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Reliability 33.505 df 29 Sig. (2-tailed) .000 Mean Difference 14.60000 Lower 13.7088 Upper 15.4912

4.6.3 One Sample T-test of Responsiveness

One-Sample Statistics N Responsiveness 30 Mean 11.3333 Std. Deviation 2.56412 Std. Error Mean .46814

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Responsiveness 24.209 df 29 Sig. (2-tailed) .000 Mean Difference 11.33333 Lower 10.3759 Upper 12.2908

4.6.3 One Sample T-test of Assurance

One-Sample Statistics N Assurance 30 Mean 14.5333 Std. Deviation 1.88887 Std. Error Mean .34486

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Assurance 42.143 df 29 Sig. (2-tailed) .000 Mean Difference 14.53333 Lower 13.8280 Upper 15.2386

4.6.4 One Sample T-test of Empathy

One-Sample Statistics N Empathy 30 Mean 10.8333 Std. Deviation 1.72374 Std. Error Mean .31471

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Empathy 34.423 df 29 Sig. (2-tailed) .000 Mean Difference 10.83333 Lower 10.1897 Upper 11.4770

4.6.5 One Sample T-test of Claim Recovery

One-Sample Statistics N Claim_Recovery 30 Mean 17.2000 Std. Deviation 1.66919 Std. Error Mean .30475

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Claim_Recovery 56.439 df 29 Sig. (2-tailed) .000 Mean Difference 17.20000 Lower 16.5767 Upper 17.8233

4.6.6 One Sample T-test of Overall Perception

One-Sample Statistics N Overall_Perception 30 Mean 23.2333 Std. Deviation 2.44503 Std. Error Mean .44640

One-Sample Test Test Value = 0 95% Confidence Interval of the Difference t Overall_Perception 52.046 df 29 Sig. (2-tailed) .000 Mean Difference 23.23333 Lower 22.3203 Upper 24.1463