PORTABILITY

1 Availability of services like drop box or payment options for post-paid, or recharge coupons for prepaid
2 Good network connectivity all thro the city
3 Internet connection with good speed
4 Quick and appropriate response at Customer Care centre
5 Connectivity while roaming - national or international
6 Call rates and tariff plans
7 Additional features like unlimited SMS lifetime prepaid, 2 phone fmily calling,
8 Network quality - call drops, minimum voice quality, down time,
9 SMS and VAS charges
10 VAS like MMS, like Caller tunes, MMS, etc.
11 Roaming charned
12 Conferencing
SN Q1 Q2 Q3 Q4 Q5 Q6
1 3 6 5 4 6 7
2 3 5 3 4 6 5
3 4 5 2 5 5 1
4 5 2 6 6 3 3
5 4 6 7 5 5 6
6 4 4 3 5 4 4
7 4 5 4 5 2 2
8 2 3 6 3 4 5
9 3 5 4 4 5 7
10 2 6 4 3 5 3
11 1 6 6 2 6 4
12 1 6 7 1 6 2
13 5 4 2 6 3 5
14 4 5 7 5 5 3
15 1 5 6 2 6 4
16 1 2 3 1 4 3
17 2 6 7 3 5 3
18 3 5 5 4 6 2
19 3 4 5 4 5 4
20 3 3 6 4 5 7
21 1 7 7 2 7 1
22 6 5 3 7 4 4
23 5 6 7 6 6 2
24 2 6 7 3 7 3
25 1 3 4 2 5 2
26 3 7 7 4 6 2
27 4 6 6 5 6 1
28 4 5 7 5 6 3
29 4 6 5 5 4 2
30 5 5 4 6 3 3
31 3 6 7 4 6 2
32 3 3 6 4 5 7
33 5 5 2 6 3 5
34 1 3 6 2 5 3
35 7 2 5 7 3 2
or recharge coupons for prepaid.

Scale
1 = completely Disagree
7 = completely Agree
Q7 Q8 Q9 Q10 Q11 Q12
2 5 1 4 2 5
4 5 4 2 4 2
5 5 6 1 6 1
6 4 5 5 5 4
3 5 4 6 3 6
4 4 4 2 5 1
5 2 6 3 5 4
3 4 2 5 4 5
2 7 1 3 2 6
6 6 5 3 6 3
5 6 4 5 5 5
6 5 6 5 6 6
3 4 4 2 4 1
5 5 5 4 5 6
5 1 4 6 5 5
6 3 4 2 5 2
6 4 5 6 6 6
5 5 5 5 5 4
3 4 4 4 3 4
1 1 1 4 1 5
7 6 7 6 7 7
4 5 5 3 5 2
6 6 6 5 6 7
6 2 5 7 6 6
7 4 5 3 6 3
7 5 6 7 7 7
7 6 7 6 6 5
4 5 5 5 4 6
6 2 6 4 6 4
5 2 5 3 5 3
7 5 6 7 7 7
1 1 1 4 2 5
3 4 4 2 4 1
6 5 5 5 5 5
6 2 6 5 6 5
 Q1 Q2 Q3 Q4 Q5 Q6
Q1 1.00
Q2 -0.13 1.00
Q3 -0.29 0.30 1.00
Q4 0.98 -0.07 -0.28 1.00
Q5 -0.55 0.54 0.56 -0.51 1.00
Q6 0.02 -0.23 -0.15 0.05 -0.10 1.00
Q7 -0.19 0.26 0.26 -0.22 0.19 -0.90
Q8 -0.09 0.44 0.06 -0.06 0.39 -0.16
Q9 0.13 0.36 0.15 0.10 0.07 -0.94
Q10 -0.24 0.36 0.90 -0.23 0.54 -0.23
Q11 -0.08 0.34 0.16 -0.11 0.15 -0.91
Q12 -0.26 0.38 0.93 -0.25 0.56 -0.10

CFA can be done if at least two of the correlations >= 0.30 (many of them are highlighted above)

KMO Measure of sampling adequacy 0.658 Test to check if Factor Analys

Bartlett's test of sprericity Approx Chi-sqr 497.6
dof 66
Signif 0.000
 Q7 Q8 Q9 Q10 Q11 Q12

1.00
0.20 1.00
0.87 0.20 1.00
0.38 0.04 0.26 1.00
0.94 0.19 0.89 0.31 1.00
0.21 0.16 0.09 0.85 0.12 1.00

highlighted above)

Rule
to check if Factor Analysis is appropriate tool here. > = 0.50 ok here

Signif. So PCA can be used.

 Payment Connectivi Customer Roaming Additional
1=low; 7=high Options ty Internet Care Coverage Tariff Features
Cust_No Q1 Q2 Q3 Q4 Q5 Q6 Q7
1 3 6 5 4 6 7 2
2 3 5 3 4 6 5 4
3 4 5 2 5 5 1 5
4 5 2 6 6 3 3 6
5 4 6 7 5 5 6 3
6 4 4 3 5 4 4 4
7 4 5 4 5 2 2 5
8 2 3 6 3 4 5 3
9 3 5 4 4 5 7 2
10 2 6 4 3 5 3 6
11 1 6 6 2 6 4 5
12 1 6 7 1 6 2 6
13 5 4 2 6 3 5 3
14 4 5 7 5 5 3 5
15 1 5 6 2 6 4 5
16 1 2 3 1 4 3 6
17 2 6 7 3 5 3 6
18 3 5 5 4 6 2 5
19 3 4 5 4 5 4 3
20 3 3 6 4 5 7 1
21 1 7 7 2 7 1 7
22 6 5 3 7 4 4 4
23 5 6 7 6 6 2 6
24 2 6 7 3 7 3 6
25 1 3 4 2 5 2 7
26 3 7 7 4 6 2 7
27 4 6 6 5 6 1 7
28 4 5 7 5 6 3 4
29 4 6 5 5 4 2 6
30 5 5 4 6 3 3 5
31 3 6 7 4 6 2 7
32 3 3 6 4 5 7 1
33 5 5 2 6 3 5 3
34 1 3 6 2 5 3 6
35 7 2 5 7 3 2 6

Var 2.46 1.99 2.79 2.57 1.55 3.14 3.01

SUM (Total) OF Variabiliy 31.1

Non variability or
"Consistency" 0.5414552
n 12

Inflation factor 1.0909091

CA 0.5906784
 Network VAS VAS Roaming Conferenci
Qulity Charges Options Charges ng
Q8 Q9 Q10 Q11 Q12 SUM
5 1 4 2 5 50
5 4 2 4 2 47
5 6 1 6 1 46
4 5 5 5 4 54
5 4 6 3 6 60
4 4 2 5 1 44
2 6 3 5 4 47
4 2 5 4 5 46
7 1 3 2 6 49
6 5 3 6 3 52
6 4 5 5 5 55
5 6 5 6 6 57
4 4 2 4 1 43
5 5 4 5 6 59
1 4 6 5 5 50
3 4 2 5 2 36
4 5 6 6 6 59
5 5 5 5 4 54
4 4 4 3 4 47
1 1 4 1 5 41
6 7 6 7 7 65
5 5 3 5 2 53
6 6 5 6 7 68
2 5 7 6 6 60
4 5 3 6 3 45
5 6 7 7 7 68
6 7 6 6 5 65
5 5 5 4 6 59
2 6 4 6 4 54
2 5 3 5 3 49
5 6 7 7 7 67
1 1 4 2 5 42
4 4 2 4 1 44
5 5 5 5 5 51
2 6 5 6 5 56

2.60 2.67 2.61 2.26 3.48 67.9

Variability of SUM (Total)

 DIFFERENCE = VaR OF SUM - SUM of VAR
36.76

f SUM (Total)
 DIFFERENCE / (n-1)
3.34

VAR of SUM / n
5.66

CA = 0.591
 Extracted
Initial Communalit
A Communality* y
Same as G27:G38 below
SN Variables
1 Payment Options 0.980 0.981
2 Connectivity 0.730 0.618
3 Internet 0.926 0.974
4 Customer Care 0.978 0.992
5 Roaming Coverage 0.684 0.750
6 Tariff 0.942 0.917
7 Additional Features 0.942 0.941
8 Network Qulity 0.396 0.373
9 VAS Charges 0.949 0.942
10 VAS Options 0.872 0.873
11 Roaming Charges 0.934 0.924
12 Conferencing 0.916 0.883

a) INITIAL COMMUNALITIES are the proportion of variance accounted for in each variable by the
Small communalities suggest this proportion is small and so does not fit the Factor solution.
In above table the communalities are high indicating they share a good variance with one nother, h

* These are also called Eigenvalues - these are special set of scalars, associated with a matrix eq
roots). These are needed to diagonalize a matrix, esp in practices like getting stability, rotating bodi
If A is a square matrix (i.e. a linear transformation) and if X is a vector (belong to Euclidean set Rn),
AX = Lamda X
(A - lamda) X = 0… all in matrices form.
b) EXTRACTION COMMUNALITIES are estimates of variance in each variable accounted for by Factors

FACTORS Initial Communal% Var

Component 1 4.789 0.399
Component 2 3.035 0.253
Component 3 1.675 0.140
Component 4 1.321 0.110
Component 5 0.526 0.044
Component 6 0.275 0.023
Component 7 0.157 0.013
Component 8 0.093 0.008
Component 9 0.05 0.004
Component 10 0.042 0.004
Component 11 0.027 0.002
Component 12 0.01 0.001
Method : Principal Axis Factoring
 Component Matrix
Component
Variables Component 1
SN 2
7 Additional Features 0.8081 0.4861
11 Roaming Charges 0.7566 0.5752
10 VAS Options 0.7271 -0.3719
6 Tariff -0.7050 -0.6298
9 VAS Charges 0.6899 0.6814
3 Internet 0.6861 -0.5144
12 Conferencing 0.6439 -0.5233
1 Payment Options 0.4101 0.5646
4 Customer Care -0.4127 0.5276
5 Roaming Coverage 0.6001 -0.4995
2 Connectivity 0.5241 -0.0655
8 Network Qulity 0.2927 0.0051

SS
Proportional Var
Cumu Var

Component Matrix - Rotated

Component
Variables Component 1
SN 2
3 Internet 0.9696 0.0841
12 Conferencing 0.9102 0.0220
10 VAS Options 0.8993 0.2095
6 Tariff -0.0530 -0.9529
7 Additional Features 0.1615 0.9390
11 Roaming Charges 0.0777 0.9430
9 VAS Charges 0.0678 0.9359
8 Network Qulity -0.0067 0.1173
5 Roaming Coverage 0.4563 0.0063
2 Connectivity 0.2518 0.1943
4 Customer Care -0.1376 -0.0423
1 Payment Options -0.1470 0.0013

SS
Proportional Var
Cumu Var
 Component
FACTOR SCORES, for each customer Component 1
2

Cust 1 -2.068 0.231

Cust 2 -0.446 -1.483
Cust 3 0.903 -2.116
Cust 4 0.447 0.717
Cust 5 -1.089 1.272
Cust 6 -0.126 -1.267
Cust 7 0.647 -0.743
Cust 8 -1.106 0.626
Cust 9 -2.013 -0.503
Cust 10 0.557 -0.885
Cust 11 -0.200 0.352
Cust 12 0.735 0.745
Cust 13 -0.502 -1.713
Cust 14 0.111 0.946
Cust 15 -0.117 0.421
Cust 16 0.421 -1.510
Cust 17 0.429 1.055
Cust 18 0.267 -0.034
Cust 19 -0.735 -0.152
Cust 20 -2.298 0.625
Cust 21 1.285 0.630
Cust 22 0.025 -1.038
Cust 23 0.675 1.075
Cust 24 0.410 1.096
Cust 25 0.933 -1.078
Cust 26 0.993 1.185
Cust 27 1.208 0.562
Cust 28 -0.251 1.029
Cust 29 0.874 -0.079
Cust 30 0.323 -0.507
Cust 31 1.016 1.127
Cust 32 -2.146 0.586
Cust 33 -0.525 -1.655
Cust 34 0.388 0.153
Cust 35 0.973 0.329
CFA can be done if at least two of the correlations >= 0.30 (many of them are highlighted above)

Bartlett's test of sprericity Approx Chi-sq

dof
Signif

KMO Measure of sampling adequacy

me as G27:G38 below

n each variable by the rest of the variables. This is obtained by grouping variables on the basis of simp
the Factor solution.
nce with one nother, hence ideal for FA.

ciated with a matrix equation (sometimes also called latent

stability, rotating bodies, oscillation or fluctuation assessment,
g to Euclidean set Rn), then 'lamda' (a scalar) is the Eigenvalue iff

counted for by Factors in the Factor solution.

Cumu Extracion SS % Var Cumu

0.399 4.67 0.389 0.389
0.652 2.96 0.247 0.636
0.792 1.63 0.136 0.772
0.902 0.91 0.076 0.848

Initial Communa
6

4
Axis Factoring
3

1
 4

Component Component 1
Communality
3 4
0
-0.1762 -0.1450 1 2 3 4 5 6 7

-0.1375 -0.0403
0.4009 -0.2137
0.1117 0.1029
0.0388 0.0189
0.4223 -0.2454
0.4317 -0.0912
0.6999 0.0654
0.7238 0.1394
-0.0668 0.3684
0.1411 0.5651
-0.0306 0.5353

Component Component
Communality
3 4
-0.1456 0.0745 Internet
-0.1102 0.2052 Conferencing
-0.1011 0.1029 VAS Options
0.0036 -0.0777 Tariff
-0.1623 0.0855 Additional Features
-0.0586 0.1581 Roaming Charges
0.1635 0.1869 VAS Charges
-0.0411 0.5981 Network Qulity
-0.4305 0.5969 Roaming Coverage
-0.0017 0.7191 Connectivity
0.9849 -0.0354 Customer Care
0.9735 -0.1082 Payment Options
Component Component
3 4

-0.216 0.530
-0.178 1.550
0.311 0.915
1.147 -2.049
0.739 0.478
0.319 -0.324
0.532 -0.742
-0.786 -1.414
-0.133 1.365
-0.834 0.580
-1.347 0.445
-1.690 -0.310
0.981 0.118
0.717 0.130
-1.281 -0.177
-2.103 -1.936
-0.604 -0.329
-0.205 0.029
-0.125 -0.090
-0.088 -0.901
-1.067 1.776
1.703 0.665
1.423 1.199
-0.559 0.371
-1.465 -0.371
0.103 0.740
0.579 0.420
0.697 0.428
0.547 -0.378
1.062 -0.880
0.135 0.723
-0.036 -0.609
0.949 0.134
-1.264 -0.327
2.039 -1.760
e highlighted above)

497.6
66
0.000

0.658
> 0.80 Very good
> 0.70 OK
> 0.60 Mediocre
> 0.50 Miserable
Below 0.50 STOP
ouping variables on the basis of simple correlation matrix

Rotated SS % Var Cumu

3.66 0.305 0.305
2.93 0.244 0.549
2.2 0.183 0.733
1.38 0.115 0.848

Initial Communalities
2 3 4 5 6 7 8 9 10 11 12

SCREE Plot
Cut Off at 1.00

Service beyond just Calls

ECONOMY

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