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Chapter 4 Data Analysis Using SPSS

Chapter 4 Data Analysis Using SPSS

A study on the role of service quality in influencing the customer satisfaction in Guinea Banking Industry

4.0 Introduction

This chapter aims in analyzing the data which have been collected by the researcher through questionnaire. The researcher have collected the data from 200 respondents, IBM SPSS statistical package is used in order to analyse the data. The researcher has used percentage rate analysis, correlation analysis and regression analysis

4.1 Reliability Test

The first step in the data analysis is to check the reliability and validity of the data. The data which have been collected from the respondents must be reliable so that it can be used for further analysis. To check the reliability of the data, Cronbach’s alpha is tested. It is stated that if the value of Cronbach’s alpha is greater than 0.70, then the data collected is reliable.

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