RELIABILITY /VARIABLES=Customersatisfaction DematServices SimplicityandApplicationFormalities AwarenessAbtSchemes CourtseyShownbystaff SchemeWellCommunicated PromotionsWellAppealing KnoweldgetoanswerQueries MaintainRecordsCorrectly EnquiriesConsistentlyMade TrainingDemosareGiven BrokerageTariffisreasonable TrustInIndiabullsEmployees EffectiveCommunicationMedium

/SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE SCALE CORR ANOVA FRIEDMAN TUKEY /SUMMARY=MEANS VARIANCE CORR.

Reliability

Notes Output Created Comments Input Active Dataset Filter Weight Split File N of Rows in Working Data File Matrix Input Missing Value Handling Definition of Missing Cases Used User-defined missing values are treated as missing. Statistics are based on all cases with valid data for all variables in the procedure. DataSet0 <none> <none> <none> 100 25-Feb-2012 20:54:56

Syntax

RELIABILITY /VARIABLES=Customersatisfaction DematServices SimplicityandApplicationFormalities AwarenessAbtSchemes CourtseyShownbystaff SchemeWellCommunicated PromotionsWellAppealing KnoweldgetoanswerQueries MaintainRecordsCorrectly EnquiriesConsistentlyMade TrainingDemosareGiven BrokerageTariffisreasonable TrustInIndiabullsEmployees EffectiveCommunicationMedium /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE SCALE CORR ANOVA FRIEDMAN TUKEY /SUMMARY=MEANS VARIANCE CORR.

Resources

Processor Time Elapsed Time

00 00:00:00.031 00 00:00:00.028

[DataSet0]

Scale: ALL VARIABLES

Case Processing Summary N Cases Valid Excluded

a

% 100 0 100.0 .0

Total

100

100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics Cronbach's Alpha Based on Cronbach's Alpha .612 Standardized Items .631 N of Items 14

Item Statistics Mean Customersatisfaction DematServices SimplicityandApplicationFor malities AwarenessAbtSchemes CourtseyShownbystaff SchemeWellCommunicated PromotionsWellAppealing KnoweldgetoanswerQueries MaintainRecordsCorrectly EnquiriesConsistentlyMade TrainingDemosareGiven BrokerageTariffisreasonable TrustInIndiabullsEmployees EffectiveCommunicationMed ium 2.4900 2.5600 2.5300 2.3800 2.5300 2.3400 2.5600 2.5300 2.3800 2.2800 2.4300 1.02981 1.20034 1.02942 1.00282 1.30620 1.13902 1.20034 1.02942 1.00282 .76647 1.05653 100 100 100 100 100 100 100 100 100 100 100 2.3500 2.4900 2.4300 Std. Deviation 1.27426 1.29096 1.16563 N 100 100 100

Inter-Item Correlation Matrix SimplicityandAp Customersatisfa ction DematServices plicationFormalit AwarenessAbtS ies chemes

Customersatisfaction DematServices SimplicityandApplicationFor malities AwarenessAbtSchemes CourtseyShownbystaff SchemeWellCommunicated PromotionsWellAppealing KnoweldgetoanswerQueries MaintainRecordsCorrectly EnquiriesConsistentlyMade TrainingDemosareGiven BrokerageTariffisreasonable TrustInIndiabullsEmployees EffectiveCommunicationMed ium

1.000 .398 -.238 .199 -.011 .042 .187 .009 .029 -.011 .042 .187 -.267 .352

.398 1.000 .288 .349 -.120 .145 .370 .126 -.059 -.120 .145 .370 -.089 .162

-.238 .288 1.000 .025 -.232 -.327 -.331 -.072 -.081 -.232 -.327 -.331 -.091 -.209

.199 .349 .025 1.000 -.126 .200 .082 .098 -.281 -.126 .200 .082 -.009 .157

Inter-Item Correlation Matrix CourtseyShown bystaff Customersatisfaction DematServices SimplicityandApplicationFor malities AwarenessAbtSchemes CourtseyShownbystaff SchemeWellCommunicated PromotionsWellAppealing KnoweldgetoanswerQueries MaintainRecordsCorrectly EnquiriesConsistentlyMade TrainingDemosareGiven BrokerageTariffisreasonable TrustInIndiabullsEmployees EffectiveCommunicationMed ium Inter-Item Correlation Matrix MaintainRecord sCorrectly EnquiriesConsis TrainingDemosa BrokerageTariffi tentlyMade reGiven sreasonable -.126 1.000 .289 .132 .021 .177 1.000 .289 .132 .223 .143 .200 .289 1.000 .429 -.016 -.121 .289 1.000 .429 .040 .299 .082 .132 .429 1.000 .130 -.114 .132 .429 1.000 .123 .397 .098 .021 -.016 .130 1.000 .095 .021 -.016 .130 .153 -.159 -.011 -.120 -.232 SchemeWellCo mmunicated .042 .145 -.327 PromotionsWell Knoweldgetoans Appealing .187 .370 -.331 werQueries .009 .126 -.072

Customersatisfaction DematServices SimplicityandApplicationFor malities AwarenessAbtSchemes CourtseyShownbystaff SchemeWellCommunicated PromotionsWellAppealing KnoweldgetoanswerQueries MaintainRecordsCorrectly EnquiriesConsistentlyMade TrainingDemosareGiven BrokerageTariffisreasonable TrustInIndiabullsEmployees EffectiveCommunicationMed ium

.029 -.059 -.081 -.281 .177 -.121 -.114 .095 1.000 .177 -.121 -.114 .017 .003

-.011 -.120 -.232 -.126 1.000 .289 .132 .021 .177 1.000 .289 .132 .223 .143

.042 .145 -.327 .200 .289 1.000 .429 -.016 -.121 .289 1.000 .429 .040 .299

.187 .370 -.331 .082 .132 .429 1.000 .130 -.114 .132 .429 1.000 .123 .397

Inter-Item Correlation Matrix TrustInIndiabulls EffectiveCommu Employees Customersatisfaction DematServices SimplicityandApplicationFor malities AwarenessAbtSchemes CourtseyShownbystaff SchemeWellCommunicated PromotionsWellAppealing KnoweldgetoanswerQueries MaintainRecordsCorrectly EnquiriesConsistentlyMade TrainingDemosareGiven BrokerageTariffisreasonable TrustInIndiabullsEmployees EffectiveCommunicationMed ium -.009 .223 .040 .123 .153 .017 .223 .040 .123 1.000 .224 .157 .143 .299 .397 -.159 .003 .143 .299 .397 .224 1.000 -.267 -.089 -.091 nicationMedium .352 .162 -.209

Summary Item Statistics

Maximum / Mean Item Means Item Variances Inter-Item Correlations 2.449 1.245 .109 Minimum 2.280 .587 -.331 Maximum 2.560 1.706 1.000 Range .280 1.119 1.331 Minimum 1.123 2.904 -3.018

Summary Item Statistics Variance Item Means Item Variances Inter-Item Correlations .008 .099 .066 N of Items 14 14 14

Scale Statistics Mean 34.2800 Variance 40.365 Std. Deviation 6.35337 N of Items 14

ANOVA with Friedman's Test and Tukey's Test for Nonadditivity Sum of Squares Between People Within People Between Items Residual Nonadditivity Balance Total Total Total 285.440 10.817a 13.532b 1426.508 1440.040 1450.857 1736.297 ANOVA with Friedman's Test and Tukey's Test for Nonadditivity Friedman's ChiSquare Between People Within People Between Items Residual Nonadditivity Balance Total Total Total 9.692 12.199 .719 .000 Sig df 99 13 1 1286 1287 1300 1399 Mean Square 2.883 .832 13.532 1.109 1.119 1.116 1.241

Grand Mean = 2.4486 a. Kendall's coefficient of concordance W = .006. b. Tukey's estimate of power to which observations must be raised to achieve additivity = -5.065.