Contents

Contents..........................................................................................................................1 Table of Contents...........................................................................................................1 Operationalization of independent variables..............................................................6 Dimensions and sub dimensions (Measures) of independent variables.....................7 Indicators....................................................................................................................7 1. Test Statistics of Customer Orientation....................................................................24 Significant level (1-tailed) = 0.017 ..................................................................24

Table of Contents
Type chapter title (level 1)...........................................................................................1 Type chapter title (level 2)..........................................................................................2 Type chapter title (level 3)......................................................................................3 Type chapter title (level 1)...........................................................................................4 Type chapter title (level 2)..........................................................................................5 Type chapter title (level 3)......................................................................................6 CHAPTER ONE INTRODUCTION

1.1 Background of the study This is study based on identifying what are the key factors behind the customer satisfaction of mobile phone. Mobile phone market very competitive 1.2 Problem Statement What are the factors influences on customer satisfaction of mobile phone? 1.3 Research Objectives of the Study Major Objective To identify key factors affect for the customer satisfaction of mobile phone. To identify key factors affect for the customer satisfaction of mobile phone. To identify customer perception about mobile phone. To identify customer expected think from mobile phone. Specific Objectives

* Research Questions 1

What are the key factors affect for the customer satisfaction of mobile phone. Which elements affects on customer perception about mobile phone. What is the customer perception about mobile phone. What are the customers expected things from mobile phone.

1.4 Research Gap 1.5 Significance of the Study To day mobile phone market is very competitive due to the many companies introduced various type of mobile phone with various facilities. There for every company must provide good quality product and service than the other mobile phone providing companies in order to retain existing customer and attract new customers. Because of every companies success depend on customer satisfaction. Hence this research provide many advantages to several parties. Such as mobile phone manufacturing company, customer, researcher, employee of the mobile phone sector organization as well as country economy. Always customer expect good quality product and service in order to fulfill their needs and wants. If company unable to provide product and service according to customer preferences they will become dissatisfaction about products and service. 1.6 Hypotheses of the study 1.7 Methodology Researcher mainly use primary data for this research to achieve research objective. For that researcher use questioner. Other than that researcher use central bank report, sensory department report and annual report of the mobile phone service providing organization in Sri Lanka. Researcher use questioner method for collecting primary data to conduced a research. There are 24 questions in the questioner to cover the research concept. 2

For collecting quantitative data researcher select 50 sample in Baduraliya area and provide questioner for them and collect data. The researcher use following tools in order to presentation and analyzed the collected data. o Pie charts & bar chart o Researcher will use percentage and average methods to analyze the data.

1.8 Limitations of the Study The study mainly based on the primary data collection form questionnaire. There for some important data can't collect form the field. The sample size is limit to only 50 customers. It not represent all the people in the society. The researcher select only one area for data collection.

1.9 Disposition of the Thesis Chapter One: Under the first chapter include overview of the mobile phone, background of the study, research problem, research objectives, research questions, research scope, significant of the study, Hypotheses and methodology of the study. Chapter two: This chapter was mentioned fast theories and research findings relevant to this research. Chapter three: Chapter three was included research design, data and data collection methods, type of data, primary data, secondary data, population, sample, sample techniques data analysis and data presentation. Chapter four: Chapter four was include presentation of the variable analysis and discussion.

Chapter five: Under this chapter the researcher was explained conclusion about the study and recommendation.

CHAPTER TWO LITERATURE REVIEW Fernando (2001, p.25) . As pointed out Fernando (2001, p.25). ---------------------------------------------------------- (Fernndo, 2001, p.25) .. (Siu and Kirby, 1998). (Gillmore et al., 2001; Blankson and Stokes, 2002; Hill, 2001; Siu, 2000; Siu et al., 2004; Morrison, 2003; Lee et al., 2001). Ratnatunga and Romano (1995) explored According to Ratnatunga and Romano (1995) Find whether there are any previous studies on the same topic. Summarize the pertinent research Keep records of needed references

Conceptualization and operationalization Conceptualization

Product Design Features Colure Size

Price Discount Price range Customer satisfaction Design Features Colure Size 5

Place Availability No of service center

Promotion quality ServiceAdvertisement Sales promotion After sale service Employee service

Operationalization of independent variables

Dimensions and sub dimensions (Measures) of independent variables Dimensions Indicators Elements /Sub dimensions (Measures) 1. Achievement motives I always try to be the best performer in my field of business. a) Completely disagree b) Disagree c) Neither agree nor disagree d) Agree e) Very much agree 2. Independence motives My desire is to be an independent person by being an entrepreneur. Completely disagree Variable 01 Motivation and Goals Disagree Neither agree nor disagree Agree Very much agree 3. Economic necessity motives I always think of being

economically stable and strong through the business. Completely disagree Disagree Neither agree nor disagree Agree Very much agree

4. Personal goals

My personal goals always drive me to perform in the business well (to achieve the personal goals by being successful in the business). a) Completely disagree Disagree Neither agree nor disagree Agree Very much agree

CHAPTER THREE RESEARCH METHODOLOGY 3.1 Research Design The research is conducted about customer satisfaction regarding mobile phone. Because to day communication is important part of the human life and most of the people use mobile phone to communicate with others. There for researcher want to know, what are affected factors to satisfied mobile phone customers. 3.1.1 Type of the Study Researcher use quantitative methods for conduct this research. 3.1.2 Purpose of the Study The purpose of this study is to fill the gap in the knowledge of what are the affective factors for customer satisfaction of mobile phone. 3.1.3 Study Setting This study was conducted in the natural environment with less interference of the researcher. As the type of this study is descriptive, the data were collected in the natural setting under a field survey. 3.1.4 Time Horizon of the Study

The data for this study were collected at a single point of time. Thus, the study is single cross-sectional in time horizon. The period chosen for the study is April - June 2011. Data were collected during the period of 1st of June to 5th of June in 2011. 3.1.5 Data Sources Used for the Study

In order to contact research information is very critical things. Also this study information played big role. The researcher has used primary and secondary data to conduct this research. Primary The primary data was played big role in order to conduct this research. The primary data was collected by presenting structured questioner to mobile phone user of the society. This survey questioner was designed with consist of 9

24 questions. It was help to collect primary data regarding product quality, product price, promotion, service quality, brand image and overall satisfaction about mobile phone. Secondary The secondary data may not played big role like primary data to conduct this research. But researcher was collected some secondary data thorough Journal, article, annual report and previous researches in order to conduct this research. 3.1.6. Research Approach In the first step, to find out the variables, which affect, to the customer satisfaction of mobile phone. For that find rigorous literature survey was conducted. According to the findings then designed suitable model for conduct this research. Secondly, a pilot survey was conducted using. Finally, a field survey was conducted by using the refined questionnaire. And collect relevant information for conduct this research. Then analyze this data and represent it.

3.2 Sample Plan 3.2.1 Population of the Study This is the determined factors affect on customer satisfaction about mobile phone. Consumer survey were conducted to investigate the research problem. The population is consisted with the all island who are use the mobile phone. 3.2.2 Sample Unit consumers as a sample from Kalutara district which include

Researcher select 3.2.3

different age limit, different education level and different occupation. Sampling procedure The researcher use convenience sample to reach their research objectives. 3.2.5 Sample size The researcher select 50 mobile phone consumer for conduct this research and collect relevant information for this study. 10

3.3 Research instruments EXAMPLE: A standard questionnaire was used as the instrument in collecting primary data for measuring XXXXXXXXXXXXXXXXXXXXXXXX * Tell more about the questionnaire that u have developed Questionnaire Questionnaire, the main research instrument was comprised of seven major sections such as section 1, 2, 3, 4, 5, 6 and 7 Section 1: EXAMPLE Section 1 of the questionnaire includes the self- developed questions related to the general information of the business. Under that there are ten questions. Section 2: EXAMPLE Section 2 of the questionnaire includes the self-developed questions related to the personal information of the respondents. Under that there are nine questions. Section 03, 04 and 05. .. 3.4 Contact method of respondents To do the research and collect information use well prepared questioner in Sinhala to clearly understand for the consumer of mobile phone. By using this questioner conduct direct interview for the purpose for collect primary data for this research.

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3.5 Analysis of Data The analysis was conducted in three steps. At the first step, descriptive statistical measures such as mean, frequencies and categorical tables were used. Further, to identify the relationships between the dependant and independent variables, cross tabulations were employed. Then in the second step to test the reliability of the questionnaire Reliability analysis was conducted. In the second step, hypotheses testing were conducted using One sample tests, Independent Samples T-tests, Regression and correlations analysis.

3.6.1 Descriptive Statistics EXAMPLE Descriptive statistics were used to analyze each variable of the study. Frequency distribution was counted to measure how many respondents have given the same answer to the same question. Percentages were calculated to determine the fraction of entrepreneurs who gave a particular response. The personal information of each entrepreneur was collected only for confirming the identity of each entrepreneur of the selected sample and to study their backgrounds. 3.6.2 Reliability of the questionnaire EXAMPLE The Cronbachs alpha value method used to check whether the questionnaire developed by the researcher especially for this research purpose, measures the variables reliably. If the corresponding alpha value of a given set of questions is greater than 0.7or closer to accepted minimum level 0.70 (Sekaran 2006; Malhothra 2004) the researcher can conclude that the set of questions used to measure a particular variable is reliable. 3.6.3 Hypotheses Testing

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The test statistics of determining the nature of Beta is important. Various methods of determining the utility of the model as a predictor of the independent variable include t test and f test for detecting the significant of the slope. In statistical data analyzing, H0 is always called the null hypothesis and H1 is called the formulated hypothesis, which is called the alternative hypothesis. Accordingly, if null hypothesis (H0) reject then can conclude that at least one of the independent variables significantly contribute to the prediction of the dependent variable. If H0, not reject it demonstrates that any of the independent variables (or combination of them) not explain the behaviors of the dependent variable. The aforesaid F test and p values are used to determine which of the independent variables are useful predictors. The importance of the F values is that, if the computed F value exceeds the table value, we can reject the null hypothesis (H0) and be able to conclude that at least one of these independent variables is a significant predictor of the dependent variable. Therefore, H0 is rejected if computed F value > table F value. Thus, if a b value is not rejected, that particular b (Beta) value has a significant F value. Therefore, this implies a need to the hypothesis, which is attributed to that b. considering the effects on the dependent variable F distribution, is used to compare two population variances. The F values can be obtained using a computer statistical package that provides an exact F statistics giving the computed F value and corresponding degree of freedom. This is the use of the table value of F. For this study P value is used (instead of the table value) to come to a conclusion. The predictive ability of the regression analysis could be designed by both F value and the P value of the regression model. The P value is the value of significance at which the hypothesis test procedure changes the conclusion. ''(Alpha value) is the significant value at which the hypothesis test procedure changes conclusion. If; (Alpha value) is the smallest value for for which one can reject the null hypothesis 13

(H0) that is the point at which the test is significant. Therefore P value is often called the observed or observed significant level. Here, the analysis uses = 0.05 as the minimum level and if the observed value is more than 0.05 it fails to reject the null hypothesis (H0). Therefore, this can be symbolically presented as follows: If p value <; then, reject H0 If p value >; then, accept H0 Thus; The smaller the p value, the higher the significance. When using p value in this manner, the procedure in our study is, reject H0, If p value < (0.05)and, accept H0, If p value > (0.05). Measure of location EXAMPLE: To measure the location within a data set the, mean or average value has selected for this study. Measures of central tendency describe the centre of the distribution. If, MOTIVATION AND GOALS 2.49 (The answer of the respondent is Strongly disagree or Disagree), then the independent variable being measured takes low values and hence does not drive them for their business performance. If, XXXXXXXXXXXXXXX = 2. 5 - 3.49(The answer of the respondent is neutral), then the independent variable being measured takes average value and hence marginally influence their business performance. If, XXXXXXXXXXXXXXXX 3.5 (The answer of the respondent is strongly agree or Agree), then the independent variable being measured takes high values and hence 14

does drive them for their business performance. Similarly, the business performance of the SMEs measured using the Likert five-point scale; from strongly disagree to strongly agree. In that manner; If, the answer of the respondent 2.49 then the level of Business Performance and Motivation and Goals are low. If, the answer of the respondent = 2. 5 - 3.49 then the Business Performance and XXXXXXXXX of them is average. If, the answer of the respondent 3.5 then the Business Performance and XXXXXXXXXX of them is high. One Sample T-test EXAMPLE; The One-Sample T Test procedure tests To test the hypothesis 3.5 midpoint value of 5-point scale used. A significance level of = 0.05 is selected. Pearsons Co-efficient of Correlation Analysis Pearsons Co-efficient of Correlation make out the degree of linear relationship that exists between two variables If the Pearsons coefficient of correlation is close to 1 (> 0.5) with a high significant level (F< 0.05) then, there is a strong positive relationship between the two variables. If the Pearsons coefficient of correlation is close to -1 (> - 0.5) with a high significant level (F< 0.05) then, there is a strong negative relationship between the two variables. If the Pearsons coefficient of correlation is close to 0 (<-0.5 or 0.5) with a high significant level (F< 0.05) then, there is a positive or negative relationship between the two variables, but not so strong. Regression analysis 15

Correlation analysis provides a research only with the type of relationship between two variables. But in multiple regressions analysis the whole set of variables will be used to predict the dependent variable. Hence to identify the salient dimensions of TWO VARIABLES , step-by-step regression analysis was conducted. The inclusion of variable will be done according to the highest weight age with the dependent variable in the correlation analysis. Therefore, in this analysis it was assumed that the independent variable could be represented as a linear relationship with the other variables. It must be emphasized here that the multiple regressions could be used to conduct the omitted parameter test to assess the direct and indirect effects of the independent variables on the dependent variable. Only multivariate model could include all the variables at the same time in an analysis. It must be mentioned here that the multiple regression analysis is the only one of the multivariate methods, which uses more than one variable in an analysis. One purpose of using the regression analysis is to arrive at a method for predicting a value for the dependent variable. Correlation analysis provides only a significant relationship between each independent variable. In other words, the regression model always indicates by how much (Beta value) each independent variable could affect the dependent variable. Thus, the technique of multiple linear regressions explains the behavior of a dependent variable using more than one predictor (independent/exploratory) variable simultaneously.

The regression model is given below. Y= b0 + b1 + b2 + b3 According to the sequence of r value of variables, the multiple regressions are given below. BUSIPER = b0 + b1 (MOTIVATION) + b2 (GOALS) + b3 (SKILLS) + E

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Y = b0 + b1 (x1) + b2 (x2) + b3(x3) +E Where, BUSIPER = Business Performance(Y) MOTI = MOTIVATION (x1) GOA = GOALS(x2) SKL = SKILLS (x3) Beta (b0) is the intercept of the sample regression line and is the estimate of the population intercept examining the estimate of the slope (b1, b2, b3,, bk,) This model provides information on the nature of the relationship. Considering the population slope (b): when, b=0, the population line is perfectly horizontal. H0 = b1 = b2 = bk = 0 H1 = at least one b 0 Coefficient of determination (R2) is another method of examining how well the model provides estimates that fit the sample data. When any additional variables are included, the predictive ability of the model should be significantly improved with the addition. The less the error term the higher the predictability of the regression analysis.

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CHAPTER FOUR DATA PRESENTATION AND ANALYSIS 4.1 Sample Profile 4.1.1 General Information of the Entrepreneurs 4.1.1.1 Geographic Composition of the Sample Description Table 4.1: The geographic composition of the sample District Percentage Greater Colombo 21% Homagama 25% Moratuwa 54% Source: Survey Data 2008 4.1.1.2 The Extra Income Source According to the survey data it was revealed that there are enterprises who are engaged in other income earnings while others are not. Table 4.2: Extra Income earning of the sample Earn or not Frequency Yes 28 No 72 Source: Survey Data 2008 4.1.1.3 Education Level 4.1.2 The Information of the Business 4.1.2.1 Nature of the Business 4.1.2.2 Number of Employees 4.1.2.3 Products are Manufactured for Whom 4.1.2.4 Who Manage the Business? 18 Percentage 28% 72%

4.1.2.6 Sales Income 4.2 General Market Information 4.2.1 Sources of Market Information

4.3Validation of Measurement Properties Properties of the measurement should be assessed at least through ensuring content validity and construct validity (Sekaran, 2003). Hence, the validations of measurements used in the study are discussed in the following sections. 4.3.1 Content Validity Content validity ensures that the measure includes an adequate and representative set of items that tap the concept. The more the scale items represent the domain or universe of the concept being measured, the greater the content validity. To put it differently, content validity is a function of how well the dimensions and elements of a concept have been delineated (Sekaran, 2003). 4.3.2 Construct Validity Construct validity testifies to how well the results obtained from the use of the measure fit the theories around which the test is designed (Sekaran, 2003). Factor analysis is a multivariate technique that would confirm the dimensions of the concept that have been operationally defined, as well as to indicate which of the items are most appropriate for each dimension (establishing construct validity) (Sekaran, 2003). Table 4.17: Construct validity of Customer Orientation, Competitor Orientation, Inter-functional Co-ordination and Business Performance Cumulative Construct Market Orientation (MARKORI) 19 Dimensions Customer Orientation(CUSTORI) % 56.887

Competitor Orientation(COMPORI) Inter-functional Coordination(INTECOO) Business Performance

55.248 54.441 56.421

(BUSIPER) Source: Output of the analysis of survey data, 2008 (Refer Appendix IX) 4.4 Reliability of the Constructs It is very important to the researchers to ensure the reliability of the questionnaires developed by them selves for a particular research purpose. The reliability of a questionnaire is that the question items of a particular questionnaire measure the variables being studied reliably. Table 4.18 Summery of the reliability analysis Variables subjected to the reliability test Alpha Comment Acceptable Acceptable Acceptable Acceptable No.of Items 04 05 05 04 values 1 X 0.740 2 Y 0.783 3 Z 0.784 4 K 0.740 Source: Output of the analysis of survey data, 2008

Key: The table 4.18 shows that the reliability of the variables is closer to or greater than the accepted minimum level 0.70 (Sekaran 2006; Malhothra 2004) 4.5 Level of XXXXXX The first objective of this study is to investigate the level of

XXXXXXXXXXXXXXXXXin Sri Lanka. Hence the decision Criteria to decide the level of XXXXXX is, if Mean value is equal or less than 1.0-2.49 on 5 point scale and standard deviations less than 1.0 could consider as the level of XXXXXX is low and if Mean value is equal or less than 2.53.49 on 5 point scale and standard deviations less than 1.0 could consider as the level of XXXX is Moderately low. On the other hand if Mean value is equal or greater than

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3.5-5.0 on 5 point likert scale and standard deviations less than 1.0 could consider as the level of XXXXX is high. To test whether the population mean conform to a given hypothesis one-sample t test for a single mean conducted. So test the hypothesis that the mean level exceeds 3.5, the midpoint value on a 5-point scale and significance level of = 0.05 are selected. Further if the value of the calculated t statistics are larger than the critical value (test value 3.5), reject Ho. If the calculated t value is smaller than the critical value, do not reject Ho. Based on the objective one, the hypothesis 1 was derived after reviewing the relevant literature as follows.

Level of XXXXXXX The data given in the table 4.19 shows the key descriptive statistics of the different scales measuring the XXXXXXXX Table 4.19 Descriptive Statistics of XXXXXX N Minimum Maximum Mean Std. Deviation Comments 100 4 5 4.51 .502 Commitment 100 4 5 4.57 .498 Values 100 4 5 4.62 .488 Quality 100 4 5 4.59 .494 Valid N 100 (listwise) Source: Output of the analysis of survey data, 2008 According to the table 4.19, it is noticeable that the four indicators namely comments, commitment, values and quality from Q 3.1-3.4 are above the scales mid-point, 3.5 on a 5-point scale. From the results, it may be seen that the mean value of all are above 4.51 on a 5-point scale. And standard deviations for every question item take values less than 1.0 by further supporting the idea by providing evidence. Hence the level of XXXXXX is high within the selected sample of SME enterprises.

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To test whether these results are statistically significant, a Single Samples Test was performed. The results of the tests are given in the table 4.20. Table 4.20 One-Sample T- Test of XXXXXXX Test Value = 3.5 95% Confidence Interval of Mean the Difference t df Sig. (2-tailed) Difference comments 20.103 99 .000 1.010 commitment 21.505 99 .000 1.070 values 22.959 99 .000 1.120 quality 22.051 99 .000 1.090 Source: Output of the analysis of survey data, 2008 Lower .91 .97 1.02 .99 Upper 1.11 1.17 1.22 1.19

The results given in the table 4.20 disclose that t values at 3.5 midpoint value are significantly difference from estimated mean values of Q3.1 to Q 3.4. The t values are ranged from20.103-21.505. And they are statistically significant at 0.0001% (99%) level of significance. Further test values are positive at 95% confidence interval of the difference. Hence, the results suggest that there is significant difference exists in indicators of XXXXXXX and they are statistically significant. Level of XXXXX The data given in the table 4.29 shows the key descriptive statistics of XXXXXXX Table 4.29 Descriptive Statistics of Market Orientation N Mean Std. Deviation Std. Error Mean CUSTORI 100 4.5725 .37148 .03715 COMPORI 100 4.1900 .29181 .02918 INTECOO 100 3.8380 .61015 .06101 MAKTORI 100 4.1736 .31509 .03151 Source: Output of the analysis of survey data, 2008 According to the table 4.29, it is noticeable that three dimensions of XXXX which are XXXXXXXXXXX are above the scales mid-point, 3.5 on a 5-point scale. In addition, standard deviations of these dimensions take values less than 1.0 by further

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supporting the idea by providing evidence. Hence, the level of XXXXX is high within the selected sample of SME enterprises. To test whether these results are statistically significant, a Single Samples Test was performed. The results of the tests are given in the table 4.30. Table 4.30 One-Sample T- Test of XXXXXX Test Value = 3.5 95% Confidence Interval of the Sig. (2Mean Difference t df tailed) Difference CUSTORI 28.871 99 .000 1.07250 COMPORI 23.646 99 .000 .69000 INTECOO 5.540 99 .000 .33800 MAKTORI 21.377 99 .000 .67357 Source: Output of the analysis of survey data, 2008 Lower .9988 .6321 .2169 .6110 Upper 1.1462 .7479 .4591 .7361

Market Orientation Influence on Degree of Business performance Table 4.34 shows the influence of Market Orientation and the dimensions of Market Orientation (Customer, Competitor and Inter-functional Co-ordination) on the degree of business performance. Table 4.34: Correlations CUSTORI Pearson Correlation Sig. (2-tailed) Pearson Correlation Sig. (2-tailed) Pearson Correlation Sig. (2-tailed) Pearson Correlation Sig. (2-tailed) BUSIPER .239* .017 .487** .000 .297** .003 .447** .000

COMPORI

INTECOO

MAKTORI

**. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed). 23

Key:

Strong positive relationship Pearson coefficient of correlation > 0.5 Positive, not strong relationship Pearson coefficient of correlation < 0.5

Source: Output of the analysis of survey data, 2008 (Refer Appendix VI) Summary of XXXXXXXXXXXXXXXX 1. Test Statistics of Customer Orientation Pearson Correlation = .239 Significant level (1-tailed) P- Value < 0.001 < 0.005 = 0.017

The Pearsons coefficient of correlation is = 0.239* (P=0.017); which is not very much close to plus one. But the significant level is (P- value) 0.017 which is < 0.01 < 0.05. Therefore, can conclude that though there is a positive correlation between XXXXXXXX, it is not much strong. 4.7 Salient dimensions of XXXXXXXXXXXX The third objective of the study was to investigate the salient dimensions of XXXXXXXXXXXX To cover this objective the hypothesis number three, four and five were derived. Hypotheses 3: XXXXXXXX is the salient dimension of Business Perfromance

To test above, firstly the researcher conducted the Correlation analysis under section 4.6 in order to find whether there are correlations exist among the dependent variable (XXXXXX) and each of the independent variables. Pearsons coefficient of correlation was used for the purposes of analyzing and interpretation. The multiple linear regression analysis was carried out to investigate the relationship between the dependent variable (XXXXXX) with each independent variable namely XXXXXX, XXXXXX, and XXXXXX. The stepwise was applied to identify the most important variables in the model. 24

Table 4.36 shows the model summery after applying the stepwise multiple regression procedure. The final model includes the variable as XXXXX. All the variables are significant at 99% level of significance. Table 4.36: The Model summery of the stepwise multiple regression analysis Adjusted R Model 1 XXXXX Source: Output of the analysis of survey data, 2008 Table 4.37: The model developed through the stepwise multiple regression analysis Model Un-standardized coefficients B Std. error 0.602 0.592 Standardized coefficients Beta Correla tions Partial 1.016 0.487 5.521 0.312 0.000 T Sig. R .487(a) R Square .237 Square .229 A: Predictors: (Constant),

(Constant)

COMPORI 0.779 0.141 0.487 a. Dependent Variable: XXXXX (Refer Appendix VII) Source: Output of the analysis of survey data, 2008

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