A Systems View Across Time and Space
Table 2 Association between variables
Variable | Categories | Customer satisfaction | Chi square | p value | Phi and Cramer’s v | ||
|---|---|---|---|---|---|---|---|
Dissatisfy | Neutral | Satisfy | |||||
RSP | Less responsive | 8 (25.8%) | 2 (25.0%) | 45 (14.9%) | 12.216 | 0.016 | 0.189 0.134 |
Neutral | 0 (0%) | 3 (37.5%) | 36 (11.9%) | ||||
More responsive | 23 (74.2%) | 3 (37.5%) | 221 (73.2%) | ||||
RLB | Less reliable | 7 (22.6%) | 2 (25.0%) | 27 (8.9%) | 19.59 | 0.01 | 0.240 0.170 |
Neutral | 1 (3.2%) | 3 (37.5%) | 21 (7.0%) | ||||
More reliable | 23 (74.2%) | 3 (37.5%) | 254 (84.1%) | ||||
SAP | Less secure | 5 (16.1%) | 1 (12.5%) | 16 (5.3%) | 7.509 | 0.111 | 0.148 0.105 |
Neutral | 0 (0%) | 0 (0%) | 14 (4.6%) | ||||
More secure | 26 (83.9%) | 7 (87.5%) | 272 (90.1%) | ||||
SAV | Less available | 8 (25.8%) | 2 (25.0%) | 44 (14.6%) | 10.11 | 0.038 | 0.172 0.122 |
Neutral | 0 (0%) | 2 (25%) | 19 (6.3%) | ||||
More available | 23 (74.2%) | 4 (50%) | 239 (79.1%) | ||||
ETU | Easy | 9 (29%) | 4 (50%) | 63 (20.9%) | 8.01 | 0.091 | 0.153 0.108 |
Neutral | 3 (9.7%) | 2 (25%) | 9 (9.6%) | ||||
Complex | 19 (61.3%) | 2 (25%) | 210 (69.5%) | ||||
SPD | Late | 6 (19.4%) | 5 (62.5%) | 53 (17.5%) | 10.557 | 0.032 | 0.176 0.124 |
Neutral | 3 (9.7%) | 0 (0%) | 32 (10.6%) | ||||
Fast | 22 (71%) | 3 (37.5%) | 217 (71.9%) | ||||
CON | less convenient | 13 (41.9%) | 6 (75%) | 125 (41.4%) | 3.953 | 0.412 | 0.108 0.076 |
Neutral | 4 (12.9%) | 0 (0%) | 33 (10.9%) | ||||
More convenient | 14 (45.2%) | 2 (25%) | 144 (47.7%) | ||||
SRC | Less expensive | 10 (32.3%) | 4 (50%) | 83 (27.2%) | 2.999 | 0.559 | 0.094 0.066 |
Neutral | 6 (19.4%) | 2 (25%) | 58 (19.2%) | ||||
More expensive | 15 (48.4%) | 2 (25%) | 161 (53.3%) | ||||