CHAPTER IV

DATA PRESENTATION & ANALYSIS

4.1 Introduction
In Chapter three, researcher had discussed the research design and methodology, origin of the research, design of the research, variable of the research, population and sample of the research, tools for data collection, development stage of the CAI package, procedure for data collection, statistical analysis done in research work.

Data analysis is considered to be important step and heart of the research in research work. After collection of data with the help of relevant tools and techniques, the next logical step, is to analyze and interpret data with a view to arriving at empirical solution to the problem. The data analysis for the present research was done quantitatively with the help of both descriptive statistics and inferential statistics. The descriptive statistical techniques like mean, standard deviation and for the inferential statistics analysis of co-variance were used during data analysis. For the analysis of hypotheses in questionnaire regression analysis was used.

4.2 Descriptive Statistics

CONFIRMED BOOKINGS (CB) Table 4.1
CONFIRMED BOOKINGS Frequency Percent Cumulative Score Valid 4.67 5.00 Total 37 63 100 37.0 63.0 100.0 37.0 63.0 100.0 Cumulative Percent 37.0 100.0

This above Table 4.1 suggests that most of the customers are satisfied with the airline booking process of the organizations. The frequency level over 4.0 is the satisfied level and it shows that each and every person (100) agreed to this procedure.

Table 4.2
CONFIRMED BOOKINGS N Mean Median Mode Std. Deviation Variance Minimum Maximum Valid Missing 100 0 4.8767 5.0000 5.00 0.16175 0.026 4.67 5.00

Figure 4.1

FILTERING APPLICATIONS (FA) Table 4.3

FILTERING APPLICATIONS Frequency Percent Cumulative Score Valid 4.6 5.0 Total 34 66 100 34.0 66.0 100.0 34.0 66.0 100.0 Cumulative Percent 34.0 100.0

This above Table 4.3 implies that all the customers are satisfied with the airline application filtering process of the organizations. The rate of recurrence level over 4.0 is the satisfied level and it shows that each and every person agreed or strongly agreed to this procedure.

Table 4.4
FILTERING APPLICATIONS N Valid Missing Mean Median Mode Std. Deviation Variance Minimum Maximum 100 0 4.864 5.000 5.0 0.1904 0.036 4.6 5.0

Figure 4.2

COLLECTING PAYMENTS (CP)

Table 4.5

COLLECTING PAYMENTS Frequency Percent Cumulative Score Valid 4.67 5.00 Total 39 61 100 39.0 61.0 100.0 39.0 61.0 100.0 Cumulative Percent 39.0 100.0

Table 4.5 shows that most of the customers are satisfied with the payments collection process in the organization. The frequency level over 4.0 is the satisfied level and it shows that all people (100) are happy with the process.

Table 4.6
COLLECTING PAYMENTS N Valid Missing Mean Median Mode Std. Deviation Variance Minimum Maximum 100 0 4.8700 5.0000 5.00 0.16340 0.027 4.67 5.00

Figure 4.3

CUSTOMER SATISFACTION (CS)

Table 4.7
CUSTOMER SATISFACTION Frequency Percent Cumulative Score Valid 4.67 5.00 Total 47 53 100 47.0 53.0 100.0 47.0 53.0 100.0 Cumulative Percent 47.0 100.0

This above Table 4.7 suggests that most of the customers are affected by airline agency operations process in the organization. The frequency level over 4.0 is the satisfied level and it

shows that all the people (100) are affected by the airline agency operations process that directly influences the individual customer satisfaction. Table 4.8
CUSTOMER SATISFACTION

Valid Missing

100 0 4.8433 5.0000 5.00 0.16720 0.028 4.67 5.00

Mean Median Mode Std. Deviation Variance Minimum Maximum

Figure 4.4

4.3 Inferential Statistics

Correlation Coefficient Table 4.7 The correlation matrix is revealed below with the values of all the variables.
Correlation Matrix CB CB FA CP CS N = 100 0.893** 0.958** 0.814** 0.854** 0.720** 0.767** FA 0.893** CP 0.958** 0.854** CS 0.814** 0.720** 0.767**

The correlation variables have been explained under Correlation Matrix. The above table reveals that CS has a positive correlation (0.814**) with CB indicating that if booking process gets favorable the customer satisfaction will also be increased. The significance level remains at 0.01 levels. Likewise, the relationship of CS and FA, CP also significantly and positively connected at 0.01 levels.

Testing of Hypothesis In this study, the researcher introduced 3 hypotheses. The Bivariate correlations of all the hypotheses at 0.01 levels of significance are shown as follows.

Table 4.8

Bivariate Correlations CONFIRMED BOOKINGS FILTERING APPLICATIONS 0.893** .000 100 0.893
**

COLLECTING PAYMENTS 0.958** .000 100 0.854

**

CUSTOMER SATISFACTION 0.814** .000 100 0.720** .000 100 0.767** .000

CONFIRMED BOOKINGS

Pearson Correlation Sig. (2-tailed) N

100 1

FILTERING APPLICATIONS

Pearson Correlation Sig. (2-tailed) N

.000 100 0.958

**

.000 100 0.854

**

100 1

COLLECTING PAYMENTS

Pearson Correlation Sig. (2-tailed) N

.000 100 0.814

**

.000 100 0.720

**

100 0.767
**

100 1

CUSTOMER SATISFACTION

Pearson Correlation Sig. (2-tailed) N

.000 100

.000 100

.000 100 100

**. Correlation is significant at the 0.01 level (2-tailed).

The total hypothesis and the null hypothesis are as follows.

H1:

There is a positive relationship exists between customer satisfaction and confirmed

bookings. H01 There is a negative relationship exists between customer satisfaction and confirmed

bookings.

H2:

There is a positive relationship exists between customer satisfaction and filtering

applicants. H02: There is a negative relationship exists between customer satisfaction and filtering

applicants.

H3:

There is a positive relationship exists between customer satisfaction and collecting

payments. H03: There is a negative relationship exists between customer satisfaction and collecting

payments.

Regression Analysis Table 4.9

Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate 1 0.814a 0.662 0.659 0.097

a. Predictors: (Constant), CONFIRMED BOOKINGS b. Dependent Variable: CUSTOMER SATISFACTION

Table 4.10
Coefficientsa Model Unstandardized Coefficients Standardized Coefficients t Sig.

B 1 (Constant) CONFIRMED BOOKINGS 0.741 0.841

Std. Error 0.296 0.061

Beta 2.502 0.814 13.863 0.0124 ** 1.06e-043 ***

a. Dependent Variable: CUSTOMER SATISFACTION

Regression Equation CS = 0.741 + 0.841CB As per the equation above, it takes a positive value to say that when booking process is favorable inside the organization, the customer satisfaction gets increased. The P value of the same is 1.06e-043 *** and that is below the rejection level of 0.01. Therefore, H1 is accepted and H01 is rejected with 0.01 level of significance. Therefore, it can be assumed that there is a positive correlation exists between Customer Satisfaction and Confirmed Bookings. Figure 4.4

Table 4.11
Model Summaryb Model R R Square Adjusted R Square 1 0.720a 0.518 0.513 Std. Error of the Estimate 0.116

a. Predictors: (Constant), FILTERING APPLICATIONS b. Dependent Variable: CUSTOMER SATISFACTION

Table 4.12
Coefficientsa Model Unstandardized Coefficients B 1 (Constant) FILTERING APPLICATIONS a. Dependent Variable: CUSTOMER SATISFACTION 1.769 0.632 Std. Error 0.300 0.062 0.720 Standardized Coefficients Beta 5.903 10.267 3.56e-09 *** 9.90e-025 *** t Sig.

Regression Equation CS = 1.769 + 0.632FA As per the equation above, it takes a negative value to say that when an application filtering becomes more consistent inside the organization, the customer satisfaction gets decreased. The P value of the same is 9.90e-025 *** and that is below the rejection level of 0.01. Therefore, H2 is accepted and H02 is rejected with 0.01 level of significance. Therefore, it can be assumed that there is a positive correlation exists between filtering applications process and customer satisfaction.

Figure 4.5

Table 4.13

Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate

0.767a

0.588

0.584

0.107

a. Predictors: (Constant), COLLECTINGPAYMENTS b. Dependent Variable: CUSTOMERSATISFACTION

Table 4.14
Coefficientsa Model Unstandardized Coefficients Standardized Coefficients t Sig.

B 1 (Constant) COLLECTING PAYMENTS 1.021 0.785

Std. Error 0.323 0.066

Beta 3.160 0.767 11.831 0.0016 *** 2.69e-032 ***

a. Dependent Variable: CUSTOMER SATISFACTION

Figure 4.5

Table 4.15 The summary of the hypothesis testing is as follows. Hypothesis There is a positive relationship exists between customer satisfaction and confirmed bookings H2 There is a positive relationship exists between customer satisfaction and filtering applicants. H3 There is a positive relationship exists between customer satisfaction and collecting payments. 2.69e-032 *** Accepted 9.90e-025 *** Accepted P Value 1.06e-043 *** Notes Accepted

H1

4.4 Chapter Summary

This chapter was originated by examining the samples which were under consideration. The demographics of the data samples, distribution of questionnaire and the final response were presented in a table and a graphical format. The responses obtained for each variable was then illustrated. The composition of the respondents was then briefly introduced. A detailed design of replies according to the different variables was given, with supporting statistical analysis.

The descriptive analysis of all independent and dependant variables was elaborated through a frequency tables and a histograms. Then by using SPSS V-21 as a statistical tool the analysis of variables was done by using factor, cluster and co-efficient covariance methods. The above three methods were broadly described by using tables and charts having comparisons with each factors and clusters.

Finally all findings were presented in a summarized format and the hypothesis testing also has been carried out in a structural way.