stats assn word 2

8/8/2019 Stats Assn Word 2

1/19

TABLE OF CONTENT

1.INTRODUCTION

2.LIST OF VARIABLES USED

3.DESCRIPTIVE TESTS

a)Qualitative Variableb)Quantitative Variable

4.HYPOTHESIS TESTINGS

a)One Sample t-testb)Independent paired t-testc)One Way Anova

5CONCLUSION

6.APPENDIX

1)QUESTIONNAIRE2)NOMENCLATURE3)LIST OF FIGURES AND TABLES4)RAW DATA


2/19

INFORMATION MANAGEMENT (STATISTICS)

ATM Usage by HSBC Customers

INTRODUCTION

An online study was conducted between 25th

March to 30th

March 2010, for Information Management Statisticsto understand and find out how HSBC clients understand and use Automated Teller Machines in their everydaylives for banking transactions.

The survey seeks to investigate and derive comprehensive statistical information on the satisfaction levelsof HSBC ATM cardholders across various age groups, different genders and categories of accounts and theiropinions with respect to various aspects like cash withdrawal facility, no of atms present and other positive andinconvenient features of the atm.It further suggests steps to be initiated to improve the service quality of HSBC ATM and enhance the securitylevels to make this mode of virtual banking more reliable and user friendly.

This study is one type of exploratory research using convenience sampling technique where samples have beenselected on the basis of convenience. Thus, projecting data beyond the sample is statistically inappropriate.

The population considered here is HSBC customers based out of Juhu,Mumbai,India.In keeping with the standards of professional research a random sample size of 279 was selected for thepopulation size of 1005 .

The list of variables used in the spss,discussions and tables are as below :

VARIABLES SPSS VARIABLE

NAMES

CODINGS MEASURES

age Age 1=less than 202=20-303=30-404=40-505=more than 50

Ordinal

gender Gender 1=Male2=Female

Nominal

Type of account Type_ac 1=Mass market2=power vantage3=premier account

Nominal


3/19

4=private bankingaccount

Occupation occupation 1=professional2=Self Employed3=Student4=Unemployed

Nominal

Common problem Common_prob 1=Not enough cash inATMs

2=Not enough ATMsaround3=Currency quality of notes not good4=Any other

Nominal

No of times cash withdrawnfrom the ATM

no_cashwith Scale

No of times cash deposited inATMs

no_cashdep Scale

No of times cheques depositedin ATMs

no_chequed Scale

No of times balance enquirydone no_balenenqu Scale

Security enhancement ways security 1=Installing CCTVs2=Employing SecurityPersonnel3=Reducing cashwithdrwal limit4=Using biometricsystem5=any other

Nominal

Preferred banking channel channel 1=branch banking2=internet banking3=atm banking4=phone banking

Nominal

No of times HSBC ATMs used no_hsbcatm Scale

No of times other banks ATMsused

no_diffbank Scale

Service Ratings rateservice 1=excellent2=very good3=good4=poor

Ordinal

Descriptive Tests

1.Qualitative Variables


4/19

Following descriptive measures are employed to analyze the qualitative variable rateservice

a) Bar Chart

b)Frequency Table

c)Mode

The frequency of answers to the service rating questions from the ATM usage data is presented in Table 1 andFigure 1.

FIGURE 1. Frequency distribution of ratings on service quality of HSBC ATMs.

Its apparent from the distribution that service quality is perceived to be very good by most of the respondents

followed closely for the excellent rating .


5/19

Frequency Percent

ValidPercent

CumulativePercent

Valid 1 123 42.9 44.1 44.1

2 124 43.2 44.4 88.5

3 31 10.8 11.1 99.6

4 1 .3 .4 100.0

Total 279 97.2 100.0

Missing System 8 2.8Total 287 100.0

TABLE 1. Frequency distribution of ratings on service quality of HSBC ATMs.

MODE

Mode represents the most frequently occurring value.Thus looking at the table 2 we conclude that the most people perceived the service quality to be very good since mode value ie 2 represents very good .

Statistics

rateservice

N Valid 279

Missing 8

Mode 2

Table 2. Table representing the mode value.

Quantitative Variable

HISTOGRAM

Following descriptive measures are employed to analyze the quantitative variables.


6/19

CONTINOUS DATA VARIABLE

HISTOGRAM Since the underlying data is continuous the Histogram is used for the variable age

The following tables and figure represent the continuous variable age.

Statistics

age

N Valid 275

Missing 12

Mode 3

Skewness .213

Std. Error of Skewness .147

Kurtosis -.285

Std. Error of Kurtosis .293

Table3. Table representing Skewness and Kurtosis

age

Frequency Percent Valid Percent

Cumulative

Percent

Valid 1 9 3.1 3.3 3.3

2 79 27.5 28.7 32.0

3 116 40.4 42.2 74.2

4 58 20.2 21.1 95.3

5 13 4.5 4.7 100.0

Total 275 95.8 100.0

Missing System 12 4.2

Total 287 100.0

Table 4. TABULAR REPRESENTAION OF VARIABLE AGE


7/19

FIGURE 2. HISTOGRAM REPRESENTING THE VARIABLEage

The following discusses different measures of Central Tendency used to represent the variable no_balenenqu

1).MeanAt the confidence level of 95% the mean for the variable no_balenenqu is 3.04.

2)Median

The Median for the underlying variable is 3.

Below are measures of dispersion used for the variable no_balenenqu

1)Variance

The variance for the vaiable is 2.837

2)Standard Deviation

The standard deviation for the variable is 1.684


8/19

3)Range

As can be seen from the table range for the variable is 10

4)SkewnessSkewness for the variable is 1.471

5)Similarly Kutosis for the variable is 3.012

Case Pro cessing Summa ry

Cases

Valid Missing Total

N Percent N Percent N Percent

no_balenenqu 279 97.2% 8 2.8% 287 100.0%

Table 5. Table representing the valid percent , missing values of the variable no_balenenq


9/19

Desc r iptives

Statistic Std. Error

no_balenenqu Mean 3.04 .101

95% Confidence Interval for

Mean

Lower Bound 2.84

Upper Bound 3.24

5% Trimmed Mean 2.89

Median 3.00

Variance 2.837

Std. Deviation 1.684

Minimum 0

Maximum 10

Range 10

Interquartile Range 2

Skewness 1.471 .146

Kurtosis 3.012 .291


10/19

Table 6.Table representing Mean,Median ,Variance,Standard Deviation,Skewness and Kurtosis

Statistics

no_balenenqu

N Valid 279

Missing 8

Mode 2

Skewness 1.471

Std. Error of Skewness .146

Kurtosis 3.012

Std. Error of Kurtosis .291

The following section discusses the hypothesis testings in comparisons involving a single mean, two independent

means ie One Sample T-test and Independent- Sample T-tests and the procedure for carrying out multiple

comparisons of means ie ANOVA.

ONE SAMPLE T-TEST

The following statistical procedure is used to perform the One sample T-test for the variable no_cashwith

Stage 1) Setting up the null Hypothesis:

The mean for the no of times cash is withdrawn from HSBC ATMs is 5

Thus,

H0 : = 5

Stage 2)Setting up the alternative hypothesis:


11/19

The mean for the no of times cash is withdrawn from HSBC ATMs is not 5.Thus for

Two tailed test

HA : 5

Stage 3)Specifying the desired level of significance: =0.05

Stage 4)Determining the appropriate statistical test:

The t test will be employed

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

no_cashwith 279 3.39 1.173 .070

One-Sample Test

Test Value = 5

t df Sig. (2-tailed) Mean Difference

95% Confidence Interval of the

Difference

Lower Upper

no_cashwith -22.977 278 .000 -1.613 -1.75 -1.47

Table7 : Testing of a single mean :output of a t-test

5)Reaching a conclusion

The two tailed p-value is 0.00 which is smaller than =0.05 and therefore we reject H 0.

Hence we conclude that the mean for the no of times cash is withdrawn from HSBC ATMs is not 5.


12/19

INDEPENDANT SAMPLE T-TEST

Following is procedure to test means of two independant populations

1) Setting up the null Hypothesis:The mean of no of times cash is deposited is the same for both males and females.Thus

H0 : M = F

2)Setting up the alternative hypothesis:

HA : M F

ie The mean of no of times cash is deposited is not the same for both males and females

3)Specifying the desired level of significance:

=0.05

4)Determining the appropriate statistical test:The t test of independent population will be employed.However before that the test for equality of variances

needs to be done.The Levenes test provides information about the variances of the two poputations and the

related hypotheses,using an =0.05

H0: The variances of the two genders are equal ie, 1 = 2.

HA : The variances of the two genders are not equal ie, 1 2.

So at this point the p-value is used to test the hypothesis

The p-value ie 4.488 is larger than the chosen level of significance ie 0.05 .Therefore we retain the

H0 ie the variances of the two genders are not significantly different.


13/19

G ro up Statistics

no_cashdep N Mean Std. Deviation Std. Error Mean

gender 1 75 1.39 .490 .057

2 123 1.46 .501 .045

Independent Samples Test

Levene's Test for Equality of

Variances t-test for Equality

F Sig. t df Sig. (2-tailed) Mean Difference

gender Equal variances assumed 4.488 .035 -1.055 196 .293 -.077

Equal variances not

assumed

-1.060 159.039 .291 -.077

Table 8 :Tests of two independent populations : output of a t-test

5)Reaching a conclusion

The two tailed p-value is .035 which is greater than =0.05 and therefore we retain H 0.

Thus we conclude that is there is no significant difference between the means of number of cash deposited bymales and females

ANOVA

Since we want to simultaneously test more than two means ,ANOVA is employed.


14/19

Stage 1) Setting up the null Hypothesis:H0 : 1 = 2 = 3 = 4

There is no significant difference in the mean usage of other banks atms between different occupations.

Stage 2)Setting up the alternative hypothesis:

HA : 1 2 3 4

Not all means are equal or not atleast two means are equal.

Stage 3)Specifying the desired level of significance:

=0.05

Stage 4)Determining the appropriate statistical test:

Desc r iptives

no_diffbank

N Mean Std. Deviation Std. Error

95% Confidence Interval for Mean

Minimum MaximumLower Bound Upper Bound

1 126 1.61 1.480 .132 1.35 1.87 0 6

2 141 1.62 1.486 .125 1.37 1.86 0 6

3 2 2.00 1.414 1.000 -10.71 14.71 1 3

4 8 2.50 1.414 .500 1.32 3.68 0 4

Total 277 1.64 1.481 .089 1.47 1.82 0 6


15/19

Test of Ho m ogeneit y of V ar iances

no_diffbank

Levene Statistic df1 df2 Sig.

.085 3 273 .968

AN OVA

no_diffbank

Sum of Squares df Mean Square F Sig.

Between Groups 6.354 3 2.118 .965 .410

Within Groups 599.264 273 2.195

Total 605.617 276

Table 9.Test of four independent populations : output of Anova

Since there are more than two means,Anova is employed.However before that the test for equality of variances

needs to be done.The Levenes test provides information about the variances of the two poputations and the

related hypotheses,using an =0.05

H0: The variances of all the four occupations are equal ie, 1 = 2= 3 = 4

HA : The variances of the two genders are not equal ie, 1 2 1 2.

So at this point the p-value is used to test the hypothesis.

The p-value ie .968 is larger than the chosen level of significance ie 0.05 .Therefore we conclude that the data

do not violate the equality of variance assumption of ANOVA.

5)Reaching a conclusion:

We use the sig value in order to reach a conclusion.The sig value .410 is larger than =0.05,therefore we retain the

null hypothesis that there are no significant differences between the mean usage of other banks of different

occupations.


16/19

CONCLUSIONS

Based on the study above it can be concluded the perception of most of the customers towards the service quality

of the bank machines is satisfactory.The attributes such as freqency of cash deposits and frequency of usage of

other banks ATMs is independent of genders and occupations repectively. However the tests do show the mostrespondents have to be dependent on other banks atms for their routine banking transaction since there are not

enough HSBC ATMs in Mumbai.Moreover most of them believe that by emplyoing security guards it would me

more secure banking through the ATMs .As far as the questionnaire and survey is concerned we notice that

standardized questions make measurement more precise by enforcing uniform definitions upon the

participants.Moreover open ended questions help make subtle distinctions and analyze data better.

AppendixThe following questionnaire was used for the study.

1.What is your age?a) less than 20 b) 20-30 c) 30-40 d) 40-50 e)more than 50

2.What is your gender?a)Male b)Female

3.What type of account do you hold in HSBC ?a) Mass Market b) Power Vantage Account c) Premier Account d)Private Banking Account

4.What is your occupation?a).Professional b) Self Employed c) Student d).Unemployed.

5).What is the most common problem you face while using HSBC ATMs ?a).Not enough ATMs around.b.) Not enough cash in the machine c) Currency Notes' quality is not good d) Lesscash withdrawal facility e) Any other

6)How many times do you withdraw cash every month?

7)How many times do you deposit cash every month?

8)How many times do you deposit cash every month?

9)How many times do you do you do balance enquiry every month?


17/19

10).What according to you will help the most in enhancing the security of ATM banking?1)Installing the CCTVs 2)Employing security personnals 3) Decreasing the cash withdrawal limit 4) UsingBiometric system 5)Any other

11).Which channel do you prefer the most for banking ?a)Branch banking b) Internet Banking c) ATM banking d)Phone Banking e) Any other

12).How many times a month do you use the HSBC Atms ?

13).How many times a month do you use other banks Atms?

14).How would you rate your HSBC ATMs usage of satisfaction as compared to other banks?a)Excellent b)Very good) Good c) Average d)Poor

Nomenclature

Mean

Mode z

Standard deviation

Level of significance

variance

Null Hypothesis H0

Alternative Hypothesis HA

List of Figures and Tables used

FIGURE 1. Frequency distribution of ratings on service quality of HSBC ATMs.

TABLE 1. Frequency distribution of ratings on service quality of HSBC ATMs.

Table 2. Table representing the mode value.


18/19

Table3. Table representing Skewness and Kurtosis

Table 4. Tabular representaion of variable age

Figure 2. Histogram representing the variable age

Table 5. Table representing the valid percent , missing values of the variable no_balenenq

Table 6.Table representing Mean,Median ,Variance,Standard Deviation,Skewness and Kurtosis

Table7 : Testing of a single mean :output of a t-test

Table 8 :Tests of two independent populations : output of a t-test

Table 9 Test of four independent populations : output of Anova

RAW DATA SET USED FOR THE PURPOSE OF THE STUDY

1.0 1.0 1.0 1.0 3.0 1.0 5.0 2.0 0.0 5.0 1.0 1.0 7.0 1.0 1.02.0 2.0 1.0 2.0 1.0 4.0 4.0 3.0 1.0 4.0 2.0 3.0 5.0 2.0 2.03.0 2.0 2.0 1.0 2.0 1.0 3.0 1.0 1.0 5.0 2.0 1.0 6.0 3.0 2.04.0 4.0 1.0 2.0 2.0 4.0 4.0 2.0 2.0 4.0 2.0 1.0 7.0 2.0 3.05.0 5.0 1.0 2.0 2.0 2.0 5.0 2.0 1.0 5.0 1.0 1.0 6.0 4.0 1.0

6.0 2.0 1.0 2.0 4.0 4.0 7.0 1.0 0.0 4.0 3.0 4.0 8.0 3.0 1.07.0 3.0 1.0 2.0 2.0 1.0 2.0 1.0 0.0 5.0 1.0 1.0 4.0 5.0 1.08.0 1.0 1.0 2.0 4.0 4.0 1.0 1.0 4.0 1.0 1.0 5.0 6.0 2.09.0 4.0 2.0 2.0 2.0 3.0 5.0 2.0 2.0 5.0 2.0 1.0 5.0 4.0 2.010.0 2.0 2.0 3.0 2.0 1.0 2.0 3.0 1.0 4.0 2.0 3.0 3.0 3.0 3.011.0 2.0 2.0 3.0 2.0 4.0 4.0 2.0 4.0 10.0 4.0 3.0 5.0 4.0 1.012.0 3.0 2.0 3.0 1.0 1.0 3.0 2.0 5.0 1.0 2.0 3.0 4.0 3.0 3.013.0 3.0 2.0 2.0 1.0 2.0 7.0 3.0 9.0 6.0 2.0 3.0 7.0 6.0 2.014.0 5.0 2.0 2.0 4.0 3.0 5.0 2.0 15.0 8.0 2.0 3.0 15.0 4.0 2.015.0 3.0 2.0 2.0 1.0 4.0 6.0 2.0 1.0 4.0 1.0 3.0 6.0 5.0 2.016.0 3.0 2.0 2.0 2.0 4.0 4.0 2.0 1.0 3.0 3.0 3.0 5.0 3.0 1.017.0 3.0 2.0 1.0 2.0 2.0 3.0 2.0 0.0 8.0 2.0 2.0 8.0 5.0 1.018.0 1.0 1.0 2.0 1.0 6.0 2.0 0.0 9.0 1.0 3.0 10.0 2.0 1.019.0 4.0 1.0 2.0 4.0 1.0 3.0 1.0 0.0 3.0 3.0 3.0 5.0 2.0 1.020.0 3.0 2.0 2.0 4.0 1.0 2.0 1.0 0.0 5.0 2.0 3.0 5.0 1.0 3.021.0 4.0 1.0 4.0 2.0 4.0 4.0 1.0 1.0 6.0 1.0 1.0 6.0 2.0 2.022.0 1.0 1.0 1.0 1.0 4.0 6.0 3.0 1.0 7.0 4.0 3.0 8.0 2.0 1.023.0 3.0 1.0 2.0 2.0 4.0 1.0 1.0 1.0 8.0 1.0 3.0 8.0 2.0 1.024.0 3.0 1.0 2.0 4.0 4.0 4.0 1.0 1.0 3.0 2.0 4.0 4.0 3.0 1.025.0 3.0 1.0 3.0 1.0 4.0 4.0 4.0 1.0 5.0 1.0 2.0 5.0 2.0 1.026.0 4.0 1.0 2.0 2.0 1.0 5.0 1.0 1.0 6.0 1.0 2.0 7.0 3.0 2.0


19/19

27.0 2.0 2.0 2.0 2.0 1.0 3.0 1.0 1.0 3.0 1.0 3.0 3.0 1.0 1.028.0 3.0 2.0 4.0 1.0 1.0 6.0 5.0 1.0 5.0 2.0 3.0 6.0 2.0 1.029.0 3.0 1.0 2.0 1.0 1.0 7.0 2.0 1.0 6.0 2.0 1.0 7.0 1.0 1.030.0 3.0 2.0 1.0 4.0 1.0 9.0 2.0 0.0 2.0 2.0 3.0 10.0 3.0 2.031.0 3.0 2.0 2.0 1.0 4.0 1.0 2.0 0.0 2.0 1.0 3.0 4.0 2.0 1.032.0 4.0 2.0 2.0 1.0 4.0 3.0 1.0 0.0 3.0 2.0 2.0 4.0 3.0 1.033.0 4.0 1.0 3.0 1.0 4.0 4.0 1.0 0.0 2.0 2.0 3.0 4.0 4.0 1.034.0 3.0 1.0 2.0 1.0 1.0 2.0 1.0 1.0 3.0 3.0 3.0 3.0 3.0 2.035.0 2.0 2.0 2.0 1.0 1.0 3.0 2.0 1.0 2.0 2.0 1.0 4.0 2.0 1.036.0 4.0 1.0 2.0 1.0 1.0 4.0 1.0 2.0 3.0 1.0 3.0 4.0 3.0 1.037.0 4.0 1.0 2.0 2.0 4.0 3.0 2.0 2.0 2.0 1.0 3.0 4.0 4.0 2.038.0 4.0 1.0 2.0 2.0 4.0 2.0 1.0 2.0 3.0 1.0 4.0 4.0 5.0 1.039.0 3.0 1.0 1.0 2.0 4.0 3.0 2.0 1.0 2.0 2.0 3.0 5.0 1.0 1.040.0 4.0 2.0 2.0 2.0 4.0 4.0 2.0 0.0 3.0 2.0 3.0 4.0 2.0 1.041.0 2.0 2.0 2.0 2.0 1.0 3.0 2.0 0.0 2.0 3.0 2.0 4.0 1.0 2.042.0 3.0 2.0 2.0 2.0 1.0 2.0 1.0 0.0 3.0 2.0 3.0 5.0 1.0 1.043.0 2.0 1.0 2.0 2.0 1.0 5.0 1.0 0.0 2.0 2.0 3.0 5.0 3.0 1.044.0 4.0 1.0 2.0 1.0 4.0 1.0 2.0 0.0 3.0 4.0 3.0 4.0 0.0 2.0

45.0 2.0 1.0 2.0 1.0 4.0 2.0 2.0 1.0 2.0 4.0 1.0 5.0 0.0 2.046.0 4.0 1.0 2.0 1.0 4.0 3.0 3.0 1.0 3.0 5.0 3.0 5.0 0.0 1.047.0 4.0 1.0 2.0 1.0 4.0 4.0 3.0 1.0 2.0 2.0 3.0 4.0 3.0 1.048.0 4.0 2.0 2.0 2.0 1.0 5.0 2.0 0.0 3.0 2.0 3.0 5.0 4.0 2.049.0 3.0 2.0 2.0 1.0 1.0 4.0 2.0 0.0 2.0 1.0 1.0 5.0 5.0 2.050.0 4.0 1.0 2.0 1.0 1.0 3.0 1.0 0.0 3.0 1.0 1.0 4.0 4.0 2.051.0 4.0 1.0 2.0 1.0 1.0 2.0 1.0 2.0 2.0 1.0 1.0 5.0 3.0 3.052.0 3.0 1.0 2.0 1.0 4.0 3.0 2.0 2.0 3.0 2.0 1.0 5.0 4.0 2.053.0 4.0 1.0 1.0 1.0 4.0 4.0 2.0 1.0 2.0 2.0 1.0 4.0 2.0 2.054.0 4.0 1.0 1.0 1.0 4.0 3.0 3.0 0.0 3.0 2.0 3.0 4.0 1.0 1.0

55.0 3.0 1.0 1.0 2.0 4.0 2.0 3.0 0.0 2.0 3.0 3.0 5.0 2.0 1.056.0 4.0 1.0 1.0 2.0 1.0 1.0 2.0 0.0 3.0 3.0 1.0 4.0 3.0 1.057.0 3.0 1.0 1.0 2.0 1.0 3.0 2.0 2.0 2.0 2.0 3.0 5.0 0.0 2.058.0 3.0 1.0 1.0 2.0 1.0 4.0 1.0 1.0 3.0 2.0 2.0 4.0 1.0 3.0

stats assn word 2

Documents