.

MULTIPLE REGRESSION ANALYSIS

PUBLIC BANK-SBI
TABLE: 5.5.5
DEPENDENT VARIABLE: ATTITUDINAL LOYALTY ()
Independent variables

Unstd beta coeff

Std. Error

Constant)

1.826

.235

C1-Diversity and range x1

.120

.032

C2-Intensity and depth x2

.158

C3-Service innovation x3

Std beta co-eff

Sig.

7.771

.000

.195

3.722

.000

.043

.212

3.673

.000

-.074

.034

-.100

-2.168

.030

C4-Availability of most services x4

.089

.032

.114

2.804

.005

C5-Convenient operating hours and days x5

.025

.029

.035

.860

.390

H6-Providing services as Promised x6

.005

.015

.011

.325

.745

H7-Employees Skill and Ability x7

.014

.028

.020

.509

.611

H8-Critical Incident takes place x8

-.024

.031

-.033

-.773

.440

H9-Providing services right at the first time x9

.010

.029

.014

.346

.729

.005

.031

.007

.168

.866

-.025

.031

-.035

-.817

.414

H12-Prompt Service x12

-.020

.029

-.028

-.684

.494

H13-Willingness and Readiness x13

-.027

.027

-.038

-.971

.332

H14-Feedback x14

-.006

.031

-.009

-.202

.840

-.022

.029

-.031

-.763

.446

H16-Employees instilling confidence x16

.025

.031

.032

.817

.414

H17-Safety and Security x17

-.002

.031

-.003

-.066

.947

H18-Pleasing and Courteous Employees x18

-.016

.032

-.020

-.482

.630

.008

.029

.011

.282

.778

.013

.033

.019

.391

.696

H10-Providing services as per the promised

Schedule x10
H11-Apprising customers on Nature and
Schedule x11

H15-Apprising customer on SQ information

x15

H19-Knowledge and Competence of

Employees x19
H20-Grievance procedures and Processes x20

Continued..
Independent variables

Unstd beta co-eff

Std. Error

Std beta co-eff

Sig.

H21-Caring and Individual Attention x21

.049

.036

.057

1.357

.175

H22-Understanding customer Needs x22

.086

.037

.098

2.338

.020

.044

.033

.053

1.336

.182

.015

.032

.019

.469

.639

-.063

.030

-.084

-2.097

.036

.104

.032

.136

3.274

.001

S27-Adequate Personnel x27

-.052

.033

-.069

-1.587

.113

S28-Adequate Facilities x28

-.005

.033

-.006

-.138

.890

T29-Ambient Conditons x29

.016

.029

.022

.560

.575

T30-Comfortable Physical Layout x30

.048

.030

.065

1.592

.112

T31-House Keeping x31

.018

.033

.023

.538

.591

.027

.032

.035

.830

.407

-.016

.030

-.021

-.529

.597

.061

.031

.082

1.998

.046

SO35-Equal Treatment x35

.081

.030

.112

2.718

.007

SO36-Service Transcendence x36

-.066

.029

-.090

-2.265

.024

SO37-Reasonable cost x37

.004

.031

.005

.112

.911

SO38-Branch Locations at most Places x38

.031

.029

.041

1.068

.286

.042

.030

.060

1.395

.163

.022

.031

.029

.693

.488

-.066

.034

-.076

-1.983

.048

S23-Standarised and simplified Delivery

Process. X23
S24-Simplified and structured Delivery
Process x24
S25-Technological capability x25
S26-Fool proof procedures and Processes
x26

T32-Visually appealing signs,symbols etc.

x32
T33-Neat and Professional appearance of
employees x33
T34-Visually appealing materials and
facilities x34

SO39-Deserving service to all strata of

Society x39
SO40-Public Responsibility among
employees x40
SO41-Ethical Conduct x41

Multiple R=0.593, F value =10.012, d.f (41,758), p-value<0.01, R square=0.351

=1.826=0.120X 1 +0.158X 2 +(0.074)X 3 +0.089X 4 +0.025X 5 +0.005X 6 +0.014X 7 +
(-0.024)X 8 +0.010X 9 +0.005X 10 +(-0.025)X 11 +(-0.020)X 12 +(-0.027)X 13 +(-0.06)X 14 +
(-0.022)X 15 +0.025X 16 +0.02X 17 +0.016X 18 +0.008X 19 +0.013X 20 +0.049X 21 +0.086X 22 +
0.044X 2 3 +0.015X 2 4 +(-0.063)X 2 5 +0.104X 2 6 +(-0.052)X 2 7 +(-0.005)X 2 8 +0.016X 2 9 +
0.048X 30 +0.018X 31 +0.027X 32 + (-0.016) X 33 +0.061X 34 +0.081X 35 + (-0.066) X 36 +
0.004X37+0.031X38+0.042X39+0.022X40+ (-0.066) X41.

Where is the estimated banking customers behavioral intention namely attitudinal loyalty
score.
The above equation shows the impact of service quality variables such as diversity and range,
intensity and depth, service innovation, availability of most services, understanding customer
needs, technological capability, fool proof procedures and processes, visually appealing
materials and facilities, equal treatment, service transcendence and ethical conduct towards
the attitudinal loyalty of banking customers. The above equation describes that, on an average
if the diversity and range changes by one unit, there will be 0.120 unit increase in the
attitudinal loyalty, when other variables are kept constant and the similar conditions applied
for other variables also. The result of the t test reveals that the calculated significance of the
partial regression co-efficient 0.120, 0.158, (-0.074), 0.089, 0.086, (- 0.063), 0.104, 0.061,
0.081, (-0.066) and (-0.066) are valid at 1 percent level respectively. The multiple R found to
be 0.593 which reveals that there exist a relationship of 59.3 percent between the variables of
service quality dimensions and attitudinal loyalty.
The R square value of 0 .351 confirms that the explanatory variables explain only 35.1 percent
of variation in the attitudinal loyalty. The f test shows that the explained variation was highly
significant at 1 percent level. From the above co-efficient table, it has been concluded that the
variables of service quality aspects namely intensity and depth, diversity and range, fool proof
procedures and processes, availability of most services and understanding customer needs were
the dominant variables that increase the attitudinal loyalty of bank at present as well as in
future .