Key customer satisfiers in the purchase of jewellery ornaments at Abdul Razak Jewellers, Kuala Lumpur

by

Chapter # 4: Findings

Data Analysis

Demography of Data set

Case Processing Summary

Cases

Valid

Missing

Total

N

Percent

N

Percent

N

Percent

age * gender

135

100.0%

0

.0%

135

100.0%

age * gender Crosstabulation

Count

gender

Total

female

male

age

below 19

25

11

36

20-29

40

16

56

30-39

21

12

33

40+

8

2

10

Total

94

41

135

The above table and diagram reveals that most of the respondents are from age group 20-29 and are female, that indicates that mostly females of age group 20-29 are interested in shopping of jewels ornaments from Abdul Razak Jewellers, Kuala Lumpur.

Income * Education Crosstabulation

Count

Education

Total

School Leaver

Diploma

Undergraduate

Postgraduate

Income

Below 2000

4

2

3

4

13

2001-4000

8

20

12

3

43

4001-6000

19

24

12

1

56

6001- 8000

3

8

6

1

18

above 800

2

2

1

0

5

Total

36

56

34

9

135

The above chart reveals that in our sample most of the respondents are from 4001-6000 profits group and have certificate education who shop jewelry ornaments from Abdul Razak Jewellers, Kuala Lumpur.

Chi-Square Tests

Value

df

Asymp. Sig. (2-sided)

Pearson Chi-Square

20.402a

12

.060

Likelihood Ratio

16.947

12

.152

Linear-by-Linear Association

2.782

1

.095

N of Valid Cases

135

a. 12 cells (60.0%) have expected count less than 5. The minimum expected count is .33.

Symmetric Measures

Value

Asymp. Std. Errora

Approx. Tb

Approx. Sig.

Interval by Interval

Pearson's R

-.144

.093

-1.679

.095c

Ordinal by Ordinal

Spearman Correlation

-.122

.091

-1.418

.159c

N of Valid Cases

135

a. Not assuming the null hypothesis.

b. Using the asymptotic standard error assuming the null hypothesis.

c. Based on normal approximation.

From above cluster bar chart it can be observed that highest income group in our sample is 4001-6000 and 2001-4000.

Crosstab

Count

gender

Total

female

male

Education

School Leaver

30

6

36

Diploma

39

17

56

Undergraduate

19

15

34

Postgraduate

6

3

9

Total

94

41

135

The above table reveals that in our sample most of the respondents are females and have Diploma education who shop jewelry ornaments from Abdul Razak Jewellers, Kuala Lumpur.

Chi-Square Tests

Value

df

Asymp. Sig. (2-sided)

Pearson Chi-Square

6.273a

3

.099

Likelihood Ratio

6.460

3

.091

Linear-by-Linear Association

4.637

1

.031

N of Valid Cases

135

a. 1 cells (12.5%) have expected count less than 5. The minimum expected count is 2.73.

Symmetric Measures

Value

Asymp. Std. Errora

Approx. Tb

Approx. Sig.

Interval by Interval

Pearson's R

.186

.082

2.183

.031c

Ordinal by Ordinal

Spearman Correlation

.200

.081

2.341

.021c

N of Valid Cases

135

a. Not assuming the null hypothesis.

b. Using the asymptotic standard error assuming the null hypothesis.

c. Based on normal approximation.

From above cluster bar chart it can be observed that in our sample most of the respondents are diploma holders and females.

Crosstab

Count

age

Total

below 19

20-29

30-39

40+

Education

School Leaver

8

17

7

4

36

Diploma

14

22

16

4

56

Undergraduate

13

11

8

2

34

Postgraduate

1

6

2

0

9

Total

36

56

33

10

135

The above table reveals that in our model most of the respondents are from 20-29 age grouping and have certificate education who shop jewelry ornaments from Abdul Razak Jewellers, Kuala Lumpur.

Chi-Square Tests

Value

df

Asymp. Sig. (2-sided)

Pearson Chi-Square

7.492a

9

.586

Likelihood Ratio

7.961

9

.538

Linear-by-Linear Association

.774

1

.379

N of Valid Cases

135

a. 7 cells (43.8%) have expected count less than 5. The minimum expected count is .67.

Symmetric Measures

Value

Asymp. Std. Errora

Approx. Tb

Approx. Sig.

Interval by Interval

Pearson's R

-.076

.079

-.879

.381c

Ordinal by Ordinal

Spearman Correlation

-.072

.083

-.838

.403c

N of Valid Cases

135

a. Not assuming the null hypothesis.

b. Using the asymptotic standard error assuming the null hypothesis.

c. Based on normal approximation.

From above cluster bar chart it can be observed that in our sample most of the respondents are diploma holders and from age group 20-29 years.

PartB

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

strongly disagree

5

3.7

7.8

7.8

disagree

16

11.9

25.0

32.8

moderate

28

20.7

43.8

76.6

agree

10

7.4

15.6

92.2

stronly agree

5

3.7

7.8

100.0

Total

64

47.4

100.0

Missing

System

71

52.6

Total

135

100.0

In response to Location of the outlet suits to purchase jewellery most of the responses are moderate on likert scale.

PartB

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

strongly disagree

5

3.7

7.8

7.8

disagree

16

11.9

25.0

32.8

moderate

28

20.7

43.8

76.6

agree

10

7.4

15.6

92.2

stronly agree

5

3.7

7.8

100.0

Total

64

47.4

100.0

Missing

System

71

52.6

Total

135

100.0

In response to The printing of invoice receipt is fast most of the responses are moderate on likert scale.

Theory analysis

Location of the outlet suits to purchase jewellery

This analysis shows that the location of the outlet suits to the majority of the purchasers and these purchasers either agreed or storngly agreed to the questions

2. Staff are well mannered

Purchasers said that the staff were well mannered and this percentage showed a high return, as mentioned in ...