A Systems View Across Time and Space
Table 1 Descriptive statistics
Study variables | Categories | Frequency | Marginal percentage |
|---|---|---|---|
Responsiveness (RSP) | Less responsive | 55 | 16.1% |
Neutral | 39 | 11.4% | |
More responsive | 247 | 72.4% | |
Reliability (RLB) | Less reliable | 36 | 10.6% |
Neutral | 25 | 7.3% | |
More reliable | 280 | 82.1% | |
Security and privacy 9SAP) | Less secure | 22 | 6.5% |
Neutral | 14 | 4.1% | |
More secure | 305 | 89.4% | |
System availability (SAV) | Less available | 54 | 15.8% |
Neutral | 21 | 6.2% | |
More available | 266 | 78.0% | |
Easiness to use (ETU) | Easy | 76 | 22.3% |
Neutral | 34 | 10.0% | |
Complex | 231 | 67.7% | |
Speed (SPD) | Late | 64 | 18.8% |
Neutral | 35 | 10.3% | |
Fast | 242 | 71.0% | |
Convenience (CON) | less convenient | 144 | 42.2% |
Neutral | 37 | 10.9% | |
More convenient | 160 | 46.9% | |
Service charge (SRC) | Less expensive | 97 | 28.4% |
Neutral | 66 | 19.4% | |
More expensive | 178 | 52.2% | |
Customer satisfaction (CST) | Dissatisfied | 31 | 9.1% |
Neutral | 8 | 2.3% | |
Satisfied | 302 | 88.6% | |
Customer loyalty (CLT) | Less loyal | 46 | 13.5% |
Neutral | 14 | 4.1% | |
More loyal | 281 | 82.4% | |
Valid | 341 | 100.0% | |