AMR CustomIND Bank : Banking on Data

Solution-1 ) Bivariant Correlation was applied between the variables. The following was the result obtained.

Correlations CTR Pearson Correlation Sig. (2-tailed) Sum of Squares and Cross-products Covariance N Pearson Correlation Sig. (2-tailed) Sum of Squares and Cross-products Covariance N OSAT score 1 .033 .274 682.802 .635 1077 1

CTR

163156.665 151.633 1077 .033 .274 682.802 .635 1077

OSAT score

2565.437 2.384 1077

The Correlation Between OSAT and CTR is .033 , which is very low value. Therefore we can say that there in minimum correlation between Overall Satisfaction and Case Time Resolution.

Correlations Pearson Correlation Sig. (2-tailed) Sum of Squares and Cross-products Covariance N Pearson Correlation OSAT score 1 RTF -.844** .000 -4481.666 -4.165 1077 1

OSAT score

2565.437 2.384 1077 -.844**

Sig. (2-tailed) .000 Sum of Squares and RTF -4481.666 10983.551 Cross-products Covariance -4.165 10.208 N 1077 1077 **. Correlation is significant at the 0.01 level (2-tailed). The Correlation coefficient between OSAT and RTF is -.844 , which is a very high value of correlation score ; However the negative sign indicates that an increase in OSAT would result in a decrease in RTF and vice versa. This is because the scale for OSAT score is a 5 point itemized scale with 1 being excellent and 5 being poor , whereas the RTF score is indicated by a 10 point likelihood scale with 10 being extremely likely and 1 being extremely unlikely. So it can be observed that the positive case with OSAT has less score magnitude and positive case with RTF has high score magnitude.

Solution-3) Bivariant Correlation was applied between the variables. The following was the result obtained.

Correlations Pearson Correlation Sig. (2-tailed) Sum of Squares and Cross-products Covariance N Pearson Correlation OSAT score Service Rating 1 -.910** .000 2565.437 2.384 1077 -.910** -2334.574 -2.170 1077 1

OSAT score

Sig. (2-tailed) .000 Sum of Squares and Service Rating -2334.574 Cross-products Covariance -2.170 N 1077 **. Correlation is significant at the 0.01 level (2-tailed).

2562.702 2.382 1077

The correlation Between OSAT score and Servuce rating is .910 which is a very high value of correlation coefficient. However the ve sign indicates that OSAT and service rating vary in opposite directions.

Solution-4) Variables Entered/Removeda Model Variables Variables Method Entered Removed b 1 CTR . Enter a. Dependent Variable: OSAT score b. All requested variables entered.

Model

R Square

1 .033a .001 a. Predictors: (Constant), CTR b. Dependent Variable: OSAT score

Model Summaryb Adjusted R Std. Error of the Change Statistics Square Estimate R Square F Change df1 Change .000 1.544 .001 1.199 1

Model Regression Residual

Sum of Squares 2.857 2562.580

ANOVAa df 1 1075 1076

Mean Square 2.857 2.384

F 1.199

Sig. .274b

Total 2565.437 a. Dependent Variable: OSAT score b. Predictors: (Constant), CTR

Model

CTR -.004 a. Dependent Variable: OSAT score

(Constant)

Coefficientsa Unstandardized Coefficients Standardized Coefficients B Std. Error Beta 3.429 .066 .004 -.033

Sig.

52.224 -1.095

.000 .274

Equation here would be : OSAT = -.004*CTR + 3.429 Hence improvement in CTR by 1 day will improve OSAT Score by .004

Solution-5) Model Summaryb Std. Error of the Estimate R Square Change 3.196 .000

Model

R Square

Adjusted R Square -.001

Change Statistics F Change df1 .000 1

1 .000a .000 a. Predictors: (Constant), CTR b. Dependent Variable: RTF

Model Regression 1

Sum of Squares .000

ANOVAa df 1 1075 1076

Mean Square .000 10.217

F .000

Sig. 1.000b

Residual 10983.551 Total 10983.551 a. Dependent Variable: RTF b. Predictors: (Constant), CTR

Model

Coefficientsa Unstandardized Coefficients Standardized Coefficients B (Constant) 7.020 Std. Error .136 Beta

Sig.

51.646

.000

CTR 2.379E-006 a. Dependent Variable: RTF

.008

.000

.000

1.000

Equation would be : RTF= 2.379E-006*CTR + 7.020 Hence a decline in CTR by 1 day will reduce RTF score by 2.379E-006 .

Solution-6) Model Summaryb Model R R Square Adjusted R Std. Error of the Square Estimate R Square Change a 1 .844 .713 .713 1.713 .713 a. Predictors: (Constant), OSAT score b. Dependent Variable: RTF

Change Statistic F Change 2668.187 df1 1

Sum of Squares Regression 7829.202 1 Residual 3154.348 Total 10983.551 a. Dependent Variable: RTF b. Predictors: (Constant), OSAT score

Model

ANOVAa df Mean Square 1 1075 1076 7829.202 2.934

F 2668.187

Sig. .000b

Model

Coefficientsa Unstandardized Coefficients B Std. Error .126 .034

Standardized Coefficients Beta .844

Sig.

(Constant) OSAT score

1.118 1.747

8.898 51.655

.000 .000

a. Dependent Variable: RTF

Therefore the equation would be : RTF = 1.747 * OSAT Score + 1.118 Hence, a 1% change in OSAT will lead to a 1.747% change in RTF.

Vice Versa Model Summaryb Adjusted R Std. Error of the Square Estimate R Square Change .713 .828 .713

Model

R Square

Change Statistic F Change df1 2668.187 1

.844a

.713

a. Predictors: (Constant), RTF b. Dependent Variable: OSAT score

Model Regression Residual

Sum of Squares 1828.673 736.764

ANOVAa df Mean Square 1 1075 1076 1828.673 .685

F 2668.187

Sig. .000b

Total 2565.437 a. Dependent Variable: OSAT score b. Predictors: (Constant), RTF

Model

Coefficientsa Unstandardized Coefficients Standardized Coefficients B Std. Error .061 .008 Beta .844

Sig.

(Constant) .514 RTF .408 a. Dependent Variable: OSAT score 1

8.441 51.655

.000 .000

Therefore the equation would be : OSAT Score = .408 * RTF + .514 A 1% change in RTF will lead to .408 % change in OSAT score.