customer perception towards internet banking final report

Customer Perception Towards Internet Banking
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CHAPTER 1
INTRODUCTION
Internet Banking
Internet banking in simple terms means, it does not involve any physical
exchange of money, but it’s all done electronically, from one account to
another, using the Internet. Internet banking is just like normal banking, with
one big exception. You don’t have to go to the bank for transactions. Instead,
you can access your account any time and from any time and from any part
of the world, and do so when you have the time, and not when the bank is
open. For busy executives, students, and homemakers internet-banking is virtual
blessing. No more talking precious time off from work to get a demand draft made or
a cheque book issued.
Banks offer Internet banking in tow main ways. An existing bank with physical
offices can establish a Web site and offer Internet banking to its customers in
addition to its traditional delivery channels.
A second alternative is to establish a “virtual,” “branchless,” or “Internet-only”
bank. The computer server that lies at the heart of a virtual bank may be
housed in an office that serves as the legal address of such a bank, or at some
other location.
Virtual banks may offer their customers the ability to make deposits and
withdraw fund via automated teller machines (ATMs) or other remote delivery
channels owned by other institutions.
Online system allow customers to plug into a host of banking services from a
personal computer by connecting with the bank’s computers over telephone
wires the convenience can be compelling. Not only is travel time reduced, but
ATM machines, telephone banking or banking by mail are often unnecessary.

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And, technology continues to make online banking once attempted only by
computer enthusiasts, easier for the average consumer.
Banks use a variety of names for online banking services, such as PC banking,
home banking electronic banking or Internet banking.
Can one imagine life without paper cash? Money has always been part of human
emotions. And although it is difficult to imagine that all those years of savings
at the bank is now just a whole bunch of bits and bytes, it is becoming a
reality and the sooner people adjust to it, the better it is.
1.4OBJECTIVES OF THE STUDY
The main objective of the study was to evaluate the customer perception towards
internet banking.
1. To find out the underlying factors of customer perception towards internet
banking.
2. To design and standardize a measure to evaluate customer perception.
3. To suggest implications of customer perceptions for bankers and other
stakeholders.
4. To open new avenues for further research.

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CHAPTER 2
LITERATURE REVIEW
2.1 Online/ Internet Banking
According to Joseph et al. (1999) they investigated that the influence of internet on the
delivery of banking services. They found six underlying dimensions of e-banking
service quality such as convenience and accuracy, feedback and complaint
management.
They also suggested that some dimensions such as responsiveness, reliability and
access are critical for both traditional and internet banks. (Jun and Cai 2001)
Jayawardhena (2004) According to that transforms the original SERVQUAL scale to
the internet context and develops a battery of 21 items to assess service quality in
internet banking. They have suggested that an Exploratory Factor Analysis (EFA) and
a Confirmatory Factor Analysis (CFA), these 21 items are condensed to five quality
dimensions: access, website interface, trust, attention and credibility.
IAMAI report on online banking 2006. 43% of online banking users haven’t started
online financial transaction because of security reasons, 39% haven’t started because
they prefer face to face, 22% haven’t started because they don’t know how to use, for
10% sites are not user friendly and for 2% banks are not providing the facility of
internet banking. According to research 68% of the customers cannot say that when
they will be starting the financial transactions through internet. Maximum numbers of
online banking users are male and maximum of them are in age the group of 25-35.
Numbers of female users are very less i.e. 17% only. More than 60% of the people
who are having accounted with have accounts in 3-4 banks.
Meuter et al. (2000) according to that the internet banking can give business-to-
business transactions are the fastest growing segment of technology-driven services

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and they have also identified critical incidents of the customer satisfaction and
dissatisfaction with technology-based services.
The Indian Internet Banking Journey In 2001, a Reserve Bank of India survey
revealed that of 46 major banks operating in India, around 50% were either offering
Internet banking services at various levels or planned to in the near future. According
to a research report, (India Research, Kotak Securities, May 2000.) while in 2001,
India's Internet user base was an estimated 9 lakh; it was expected to reach 90 lakh by
2003. Also, while only 1% of these Internet users utilized the Internet banks services
in 1998, the Internet banking user base increased to 16.7% by mid- 2000.
According to Gönroos (1982), customers distinguish the quality of customer
interactions that take place during service delivery (functional quality) and the quality
of the outcome the customer receives in the service encounter (technical quality).
Internet banking, much like its predecessor ATM, is fundamentally a new channel of
distribution of e-banking which can deliver traditional banking products and services.
Since the introduction of ATM consumers of the modern world are using remote basic
banking services and have developed a very high degree of comfort in doing so.
In the initial years of internet, the banks promoted their core capabilities through the
Internet like products, channels and advice. After some time, they entered the market
of Internet commerce as distributors/ providers of their own products and
services.Most of the banks avoided Internet banking as they simply could not see the
benefits of using it. As stated by Polatoglu & Kin (2001) the average transaction cost
to the institution using internet banking is only one twentieth of the transaction cost of
a typical bank teller.
E-Commerce and Internet Banking in India
With the enactment of the IT Act, 2000 (Information Technology Act) by the
Government of Indiawhich came into effect from the October 2000 a lot have been
streamlined related to the e-commerce and internet banking/ e-banking. In context of
banking (e-banking), the main purpose of this act was to provide legal recognition to
all electronic transactions and other means of Electronic Commerce. Reserve bank of

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India, which has set the working group has been working as a supervisory body and a
watchdog on the different aspect of the Internet banking. In India, the pioneer bank for
internet banking was ICICI bank initially for some of its services. The ICICI bank and
many other Indian banks use the Internet banking system for providing online internet
banking solutions for their customers.
In the present scenario most of the renowned Indian commercial banks like SBI and
its associates, IOB, BOM, etc. have been providing Internet banking services since
long. There is a clear need to develop a better understanding of how consumers
estimate these services and develop internet banking loyalty. The Service class is the
main factors to determining the achievement/failure of the e- commerce (Santos,
2003). Computerized service quality has been tending to lag behind because
researchers have been focus on the issues of usability and dimension of use (Al-
Hawar, 2005). Therefore, the customerperception of the service quality has a
significant impact on the bank’s achievement. According to Mols (1999) the internet
banking is a revolutionary distribution channel that offers much less ready time and a
higher spatial convenience than traditional branch banking with considerably lower
fee shape than conventional transport channels. Internet banking reduces not simplest
operational fee to the bank however additionally leads to higher levels of patron pride
and retention.As an end result net banking could be very attractive to the banks and
clients who now have higher recognition to new technology. (Polatoglu and Ekin,
2001, Mols, 2000, Sathye, 1999, Wisner and Corney, 2001)
Filotto et al. (1997) illustrated that the recognition quotes of ATM have been better
amongst younger customers. Further, Barnett (1998) findings proved that younger
consumers are greater signs in both nations. The general end result shows that
customers in each nation have evolved an advantageous mind-set and that they deliver
a good deal significance to the emergence of e-banking.
As per the previous literature we found that income is one the vital elements for
increasing e-banking. More youthful clients and men are extra comfortable in using e-
banking. Comfort and accuracy, feedback and criticism management, performance,

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queue management the accessibility and customization were located to be number one
dimensions of e-banking service nice. In mild of the above findings, the existing look
at is undertaken in Indian determine adjustments over the years. context to discover
patron perceptions approximately on-line banking services.
2.2 Customer Perception of Internet Banking
As we are being different individuals tend to see the world in our own special
ways. Individual act and react on the basis of their thinking, nature and
philosophy of life not on the basis of reality. For understanding consumer
behavior, one must try to understand his perception.
 Every individual perceives the world through his own perception. “Because
individual make decision and take action based on what they perceive to be
reality, it is important that marketers should understand the whole implication
of perception and its related concepts. So that can more readily determine
what factors influence consumers to buy.
 The world as we see is different than what it is in reality. Once year as per
one’s perception, not what really set?
 People working in an organization differ in their action due to difference of
opinion.
 It is a source of one’s knowledge about the world.
 Every individual perceives the world through his senses like hearing, touch,
smell, and sight, awareness of heat, cold, pain and pleasure.
People working in an organization differ in terms of physical feature like age and
sex, background characteristics like training and education and one’s personality
traits like aggressiveness, submissions, optimistic. All these factors help in the
formation of one’s perception.
Meaning of Perception:

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“Perception includes all those process by which an individual receives
information about his environment – seeing, hearing, and tasting, feeling and
smelling”.
The primary benefit regarding E-banking is that its availability 24 hours an afternoon
and seven days per week. Client’s belief and life style plays an essential function in
increase of, net banking system. (Rogers 1983), analyzed customer’s attitudes towards
the direct banking, Compatibility, with the consumer existing lifestyles (Lockett and
littler 1997). The banking enterprise has been present process modifications given that
mid-1990s, in the form of modern use of the data technology and improvement in
electronic trade (Kalakota and Whinston, 1996). This improvement made e–banking
pose as a chance to the conventional department operations, no matter the fact that
digital trade remains, developing and is rapidly converting (Harris and Spence2002;
Turbin et al. 2002). According to Jeevan (2000) the internet banking enables banks to
provide low cost and excessive fee introduced economic services. US internet-
enterprise argues that sooner or later banks are finding that a whole on-line banking
approach is essential for success within the more and more aggressive financial
services marketplace. Hasan (2002) initiate that the online banking has been came out
as a important policy for banks to attract and maintain customers. With reference to
75 % of Italian banks has been adopted various form of the internet banking for the
time developed country: for instance, e–money has been become 1993-2000. The
observer also discovered that the better likelihood of adopting energetic net banking
activities is through larger banks, banks with higher involvement in off-stability sheet
sports, beyond performance and better department community.
Mishra (2005) in his paper defined the blessings and the security worries
approximately internet banking. In these lines according to Mishra, that the
progressed patron gets right of entry to, imparting of extra offerings, accelerated
customer loyalty, attracting new clients are the number one drivers of net banking.
But in a survey conducted with the aid of the web banking affiliation, member
establishments rated security as the maximum vital difficulty of on-line banking.

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Nyangosi et al. (2009) accumulated customers' critiques concerning the importance of
e-Banking and the adoption tiers of various e-Banking technologies in India and
Kenya. They have highlighted the developments of e-banking describe the facts and
traits approximately what is being studied. The idea behind this kind of studies is to
observe frequencies, averages, and different statistical calculations. Although this
research is noticeably correct, it doesn’t acquire causes at the back of a situation.
Descriptive studies are used to gain statistics regarding the modern-day repute of the
phenomena to explain "what exists" with recognize to phenomena to describe "what
exists" with respect to variables or situations in a situation. The strategies involved,
variety from the survey which describes the fame quo, correlation look at which
investigates the relationship between variables, to developmental research which are
trying to find to determine adjustments over time.
2.3Rationale of the Study
Till now various researches has taken place regarding customer perception towards
internet banking in banking sector. The research will explore factors which affect
perception towards net banking of the customer the research will help many marketers
to understand customer perception in banking sector today’s cut throat competition in
the banking sector, rely on word of mouth, where perception and understanding their
needs and their requirements is the key to success of the banking sector.
Customer information or feedback forms the basis of the continuous improvement and
new innovation in value added service quality.
The minor research report provides the much needed information about the perception
of the customers on internet banking.

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CHAPTER 3
RESEARCH METHODOLOGY
3.1 RESEARCHMETHODOLOGY
The Study- The study was exploratory in nature with study technique utilized for
information for data accumulation.
Sample Design
Population-The population for the study was the internet banking users of different
public and private sectors banks of at least Mathura (GLA University) region.
Sampling Frame- The study was conducted on the banking customers who have
been internet banking with the public or private sector banks located in the Mathura
(GLA University) Region for at least one year. Both, the public sector and private
sector internet banking customers wereincorporated into the specimen outline for the
study. Therefore, the sample frame for the study was the internet banking users of
public and private sector banks in the Mathura (GLA University) region during the
data collection phase of study.
Sampling Element– Individual internet banking customers was used as the sampling
elements of the study.
Sampling Techniques- Non-probability purposive sampling technique was used.
The study would include equal representation on the demographic variable gender
and proportionate representation on profession, and income to ensure that the
demographic variables do not affect the results of the study and also to ensure that
the results of the study are suitable for drawing generalizations for at least Mathura
(GLA University) region.

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Sample size- The overall sample size for the study was 202 internet banking
customers. The sample was divided into demographic groups as discussed above
under the sampling technique point.
Tools for Data Collection– Extensive review of literature have indicated that the
variable of the study have been extensively studied in the western context, and
therefore, standardized measures are available to evaluate the variable. However, the
availability of bank services in India differs significantly from what they are
available in the western developed countries. Therefore, the expectations of the
Indian bank customers from the banking organizations are also likely to be different.
Therefore, it is pertinent to develop measures that are suitable for evaluating the
variables in Indian context. Questionnaire was based on the extensive survey of
literature was prepared after discussions with the bank service providers, experts in
the area of banking services and consultants working in the area of banking services.
Separate measures were developed to measure the variable (customer perception) of
the study. A standardized questionnaire which was adapted from Almohaimmeed
B.M., 2012 comprising of 29 questions and accordingly used for data collection. The
responses were collected on a Likert type scale of 1 to 5 for the variable.
3.2 TOOLS USED FOR DATA ANALYSIS
 Internal Consistency: Item to total correlation was applied on the data
collected on all the variables for evaluating internal consistency of the
measures. Item having lower than standard correlation coefficient was
dropped from the measures.
 Reliability: Reliability of all four measures was established separately.
Cronbach Alpha reliability coefficient was calculated using SPSS 20
separately for all the measures. Reliability of factors identified through
factor analysis also evaluated through calculation of Cronbach Alpha.
 Factor Analysis: Principle component analysis was carried out with
Varimax rotation and Kaiser normalization. The measure was checked for

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sample adequacy and sphericity using KMO and Bartlett test. The factors
extracted through PCA were named and described.

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CHAPTER 4
RESULTS DISCUSSION AND ANALYSIS
4.1 Internal Consistency
Consistency of all the factors in the questionnaires was checked through item to total
correlation. Under this correlation of every item with total was measured and the
computed value was compared with standard value (0.112815 for 100 respondents).
The factors having item to total correlation lower than the critical value, were declared
as inconsistent and dropped from the questionnaire.
Table 1: Item to total correlation for the measure evaluated
S.no
.
Item
Code
Questionnaire Value Consistency Result
1 P1 “using Internet banking enables me
to conduct banking transactions more
quickly”
.463 Consistent Accepted
2 P2 “Using Internet banking enables me
to conduct banking transactions
anytime.”
3 P3 “using Internet banking makes it
easier for me to conduct banking
transactions”
.471 consistent Accepted
4 P4 “Using Internet banking enables me
to mange my bank account (s) more
effectively”.
5 P5 “Internet banking is very useful in
conducting my banking
transactions”.

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6 P6 “it was easy for me to learn how to
use Internet banking to conduct
banking transactions”
7 P7 “Conducting banking transactions
through the Internet banking website
does not require a lot of mental
effort”.
8 P8 “the interaction with the internet
banking website is clear and
understandable”
9 P9 “it was easy for me to become skilful
at using Internet banking”
10 P10 “Internet banking is very easy to
use”.
11 P11 “I intend to continue using Internet
banking for doing some of my
banking transactions”
12 P12 “I will continue using internet
banking for performing some of my
banking transactions”.
13 P13 “I will use Internet banking to
conduct most of my banking
transactions”
14 P14 “My bank is trusted as an Internet
banking provider”.
15 P15 “I rely on Internet banking as a
trusted medium of financial
transactions”
16 P16 “Overall, I trust Internet banking to
perform my banking transactions”

14
17 P17 “I feel assured that legal structures,
such as the bank’s terms and
conditions regarding the use of
Internet banking protect me from
problems when using the Internet
banking website”
18 P18 “I feel assured that technological
structures on the internet banking
website make it safe for me to
conduct banking transaction there”.
19 P19 “I feel confident that legal and
technological structures adequately
protect me from problems when
using Internet banking”
20 P20 “I feel that internet banking website
has enough safeguards to make me
feel comfortable using it for my
baking transactions”
21 P21 “I feel that the Internet banking
website, in general is a robust and
safe environment in which to
perform banking transactions”.
22 P22 “My bank is competent in providing
excellent Internet banking services”.
23 P23 “My bank has the capability to meet
its Internet banking customer’s
needs”.
24 P24 “my bank knows how to provide
excellent Internet banking services”
25 P25 “my bank generally is an expert at .448 Consistent Accepted

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providing Internet banking services”
26 P26 “my bank is honest with its Internet
banking customers”
27 P27 “My bank is trustful in its dealing
with my Internet banking
transactions”.
28 P28 “My bank is acting in my best
interest”.
29 P29 “my bank would be ready and
willing to do its best to assist and
support me with using its internet
banking”
Table1 shows that all the items/measures are consistent and therefore all are accepted.
4.2 Reliability
Cronbach Alpha, methods have been applied to calculate reliability of all items in the
questionnaire. Reliability test using SPSS software and the reliability test measures are
given below:
Table 2: Reliability statistics for customer perception of internet banking
Cronbach's Alpha Cronbach's Alpha Based
on Standardized Items
No. of Items
.889 .889 30
It is considered that the reliability value more than 0.7 is good and it can be seen that
in almost all the reliability methods applied here, reliability value is quite higher than
the standard value, so all the items in the questionnaire are highly reliable.

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4.3 Factor Analysis
Factor analysis is a statistical approach used to describe variability amongst
discovered, correlated variables in terms of a doubtlessly lower variety of unobserved
variables known as factors. For example, it is far feasible that variations in six
determined variables specially replicate the versions in unobserved (underlying)
variables. Element evaluation searches for such joint variations in reaction to
unobserved latent variables. The determined variables are modeled as linear mixtures
of the potential elements, plus "errors" phrases. Factor evaluation looks for
independent dimensions, which limits its applicability in organic sciences. Fans of
aspect analytic techniques believe that the facts received about the interdependencies
among found variables may be used later to lessen the set of variables in a dataset.
Factor analysis is not always used to any big degree in physics, biology and chemistry
but is used very heavily in psychometrics personality theories, advertising, product
control, operations research. Customers of factor evaluation believe that it enables to
deal with facts sets where there are huge numbers of determined variables, which can
be notion to mirror a smaller range of underlying/latent variables.
It is an address that requires a sample size. It is based on the alternation cast of the
variables involved, and correlations usually charge sample measurements before they
stabilize.
4.3.1 KMO (Kaiser Meyer Olkin) Test of Sample Adequacy and Bartlett’s
Test of Sphericity
KMO & Bartlett’s Analysis of Sphericity is a measurement of sampling capability that
is recommended to assay the case to capricious arrangement for the assay getting
conducted. In a lot of bookish and business studies, KMO & Bartlett’s analysis play
an important role for accepting the sample adequacy. While the KMO ranges from 0
to 1, the world-over accustomed basis is over 0.6. A 0.6 to 0.7 value shows average
sample adequacy, a value between 0.7 to 0.8 shows good sample adequacy, a value

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between0.8 to 0.9 will show a very good sample adequacy and above 0.9 will be an
excellent one. Also, the Bartlett’s Analysis of Sphericity relates to the acceptation of
the abstraction and thereby shows the authority and adequacy of the responses.For
Factor Analysis to be recommended suitable, the Bartlett’s Analysis of Sphericity
have to be beneath than 0.05
Table 3: KMO and Bartlett's Test Statistics
Kaiser-Meyer-Olkin Measure of Sampling
Adequacy.
.839
Bartlett's Test of
Sphericity
Approx. Chi-Square 1810.650
Df 435
Sig. .000
The results of Table 3 indicate that the test of KMO (Kaiser-Meyer-Olkin) for sample
adequacy is okay as the test statistics is well above the minimum acceptable limit
(>0.70) and also the Bartlett’s Test statistics shows that it is significant at .000 level of
significance which means that the data under study is not spherical and hence passes
the Bartlett’s test of sphericity.
4.3.2 Scree plot
The scree plot graphs the eigenvalue against the factor number. You can see these
values in the first two columns of the table immediately above. From the third factor
on, you can see that the line is almost flat, meaning each successive factor is
accounting for smaller and smaller amounts of the total variance.

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Figure 1
Scree Plot
The above Scree plot graph shows thatfrom the third factor on, you can see that the
line is almost flat, meaning each successive factor is accounting for smaller and
smaller amounts of the total variance.
4.3.2 Factor Analysis for Customer Perception

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The raw scores of 30 items were subjected to factor analysis to find out the factors that
contribute towards ‘customer perception’. After factor analysis eight factors were
identified.
Table 4: Factor Analysis using Varimax Rotation Method of PCA
Factor
No.
Factor name Eigen
Value
% of
variances
Explained
Items converged Factor
Loading
1. Promptness and
Efficiency
2.942 9.806 “Using Internet
banking enables
me to conduct
banking
transactions more
quickly”.
“Using Internet
banking enables
me to conduct
banking
transactions
anytime”.
"Using Internet
banking makes it
easier for me to
conduct banking
transactions”.
.822
.835
.682
.646

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“Using Internet
banking enables
me to mange my
bank account (s)
more effectively”
2. PerceivedEase of Use 2.728 18.900 “Conducting
banking
transactions
through the
Internet banking
website does not
require a lot of
mental effort”.
“The interaction
with the internet
banking website
is clear and
understandable”.
“Internet banking
is very easy to
use”.
“Generally has a
kind intention
towards their
Internet banking
users”.
.760
.689
.535
.526

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3. PerceivedService
Quality
2.536 27.355 “My bank is
competent in
providing
excellent Internet
banking services”
“My bank has the
capability to meet
its Internet
banking
customer’s
needs”.
“my bank knows
how to provide
excellent Internet
banking services”
“my bank
generally is an
expert at
providing Internet
banking services”
.524
.657
.666
.522
4. Perceived Integrity 2.071 34.258 “my bank is
honest with its
Internet banking
customers”
“My bank is
trustful in its
dealing with my
Internet banking
transactions”
.770
.634

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5. Perceived Trust 2.030 41.026 “My bank is
trusted as an
Internet banking
provider”.
“I rely on Internet
banking as a
trusted medium
of financial
transactions”
“Overall, I trust
Internet banking
to perform my
banking
transactions”
“I feel assured
that legal
structures, such
as the bank’s
terms and
conditions
regarding the use
of Internet
banking protect
me from
problems when
using the Internet
banking website”
.561
.720
.481
.574

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6. Intention to continue 1.897 47.350 “I intend to
continue using
Internet banking
for doing some of
my banking
transactions”.
“I will continue
using internet
banking for
performing some
of my banking
transactions”.
“it was easy for
me to become
skilful at using
Internet
banking”.
.691
.650
.449

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7. TechnologicalStructure
of banking Website
1.640 52.818 “I feel assured
that technological
structures on the
internet banking
website make it
safe for me to
conduct banking
transaction
there”.
“I feel confident
that legal and
technological
structures
adequately
protect me from
problems when
using Internet
banking”.
“I feel that
internet banking
website has
enough
safeguards to
make me feel
comfortable using
it for my baking
transactions”.
.794
.646
.513
8. PerceivedUsefulness “Internet banking
is very useful in
.683

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1.542 57.959 conducting my
banking
transactions”
“it was easy for
me to learn how
to use Internet
banking to
conduct banking
transactions”
.555
4.4 Description of Factors
1) Promptness and Efficiency: This factor has important for internet banking.
Determinant of research with a total variance of 9.806 Major element of this factor
includes, “ITEM P1-Using Internet banking enables me to conduct banking
transactions more quickly”, “ITEM P2- Using Internet banking enables me to conduct
banking transactions anytime”, “ITEM P3- Using Internet banking makes it easier for
me to conduct banking transactions”, “ITEM P4- Using Internet banking enables me
to mange my bank account (s) more effectively”.
2) Perceived Ease of Use: this factor determine the belief of customer in internet
banking Determinant of research with a total variance of 18.900 Major elements of
this factor include, “ITEM P5-Conducting banking transactions through the Internet
banking website does not require a lot of mental effort”, “ITEM P6-the interaction
with the internet banking website is clear and understandable”, “ITEM P7- Internet
banking is very easy to use, Generally has a kind intention towards their Internet
banking users”.
3) Perceived Service Quality: This factor shows ability of the internet banking
Determinant of research with total variances of 27.355 Major element of this factor

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includes “ITEM P8-My bank is competent in providing excellent Internet banking
services”, “ITEM P9-My bank has the capability to meet its Internet banking
customer’s needs”, “ITEM P10-My bank knows how to provide excellent Internet
banking services”, “ITEM P11-My bank generally is an expert at providing Internet
banking services”.
4) Perceived Integrity: This factor shows the Integrity of banks toward its customer.
Determinant of research with a total variance of 34.258 Major elements of this factor
includes “ITEM P12-My bank is honest with its Internet banking customers”, “ITEM
P13-MY bank is trustful in its dealing with my Internet banking transactions”.
5) Perceived Trust: This factor shows the trust of customer towards the internet
banking Determinant of research with a total variance of 41.026 Major elements of
this factor includes “ITEM P14-My bank is trusted as an Internet banking provider”,
“ITEM P15-I rely on Internet banking as a trusted medium of financial transactions”,
Overall, “ITEM P16-I trust Internet banking to perform my banking transactions”,
ITEM P17-I feel assured that legal structures”, “ITEM P18- such as the banks terms
and conditions regarding the use of Internet banking protect me from problems when
using the Internet banking website”.
6) Intention to continue: This factor realizes the future of internet banking.
Determinant of research with a total variance of 37.350 Major elements of this factor
includes “ITEM P19-I intend to continue using Internet banking for doing some of my
banking transactions”, “ITEM P20-I will continue using internet banking for
performing some of my banking transactions”, “ITEM P21-it was easy for me to
become skilful at using Internet banking”.
7) Technological Structure of banking Website: This factor show that Structure of
internet banking Website. Determent of research with total variances of 52.818 Major
element of this factor include “ITEM P22-I feel assured that technological structures
on the internet banking website make it safe for me to conduct banking transaction

27
there”, “ITEM P23-I feel confident that legal and technological structures adequately
protect me from problems when using Internet banking”, “ITEM P24-I feel that
internet banking website has enough safeguards to make me feel comfortable using it
for my baking transactions”.
8) Perceived Usefulness: this factor is useful to the customer Determent of research
with total variances of 57.959 Major element of this factor include “ITEM P25-
Internet banking is very useful in conducting my banking transactions”; “ITEM P26-it
was easy for me to learn how to use Internet banking to conduct banking
transactions”.
CHAPTER 5
IMPLICATIONS, SUMMARY, SUGGESTIONS &
CONCLUSIONS
5.1 Implications of the Study
 This research is intended to be useful for further research studies where
researchers wants to understand the service quality measure in the internet
banking.
 This study is also intended to be useful contribution in understanding the level
of customer’s perception of service quality of the internetbanking.
 This study is also intended to be useful contribution in understanding the level
of service quality based on customer’s perception of internet banking.
 The managers of the bank will be benefitted with this study for understanding
the level of customer perception for formulating/ maintaining/ innovating the
service quality dimensions.
 Reference of study can also be help for the students for their research.

28
 Students for their further research may use the questionnaire of this study.
5.2 Suggestions of the Study
 The analysis is based only on 202 respondents. If we increase the number of
customer then results may be more accurate.
 For this study only one variable i.e. customer perception is analyzed. Thus to get
a good result at a broader perspective more variables could be included.
 The similar study could be carried out considering other organizations from
other service sectors to generalize the result across service industry.
 The study resulted in the fact that there are some other factor also, which are
affecting customer perception. So similar kind of study can be done to evaluate
the effect of other variables on emotional intelligence.
5.3 Summary
The study has been divided into five chapters. The first chapter of this study was
Introduction which includes four sub-parts namely conceptual framework, Review,
Rationale and Objectives. In conceptual framework all definitions and introduction
about the topic was there. In literature review all researchers have been mentioned
which has been done previously, rationale has helped to understand the consumer
perception towards internet banking i.e. why we are doing this research, then next part
was objectives of this research which includes all the objects of this research, third
chapter is research methodology, which includes study (exploratory in nature), sample
design consisting population, sample design consisting population, sample size,
sampling element, sampling technique and tool used for data collection (standardized
questionnaire). The tools used Item to Total Correlation,Reliability and Factor
Analysis have been applied. Fourth chapter contains Results and Discussion. Fifth

29
chapter is Implications, Suggestions, Summary and Conclusion and in the end
References and Annexure are placed.
5.4 Conclusion
The study has resulted in standardized and reliable measures of, customer perception
towards internet banking to banking sector. The measures are reliable as indicating by
their reliability measure which is higher than 0.7.
Internal consistency was ok and acceptable with minimum threshold loadings 0.35.
Then, Exploratory Factor Analysis was applied on the variable Customer Perception
towards internet banking. Before applying the EFA KMO (Kaiser-Meyer-Olkin
Measure of Sampling Adequacy) with the 0.839(eigenvalue). Principle Component
Analysis was applied with Varimax rotation method, the results of which indicated
that there were eight factors factor no. 1 Promptness and Efficiency with, 2 Perceived
Ease of Use, 3 Perceived Service Quality, 4 Perceived Integrity, 5 Perceived Trust, 6
Intention to continue, 7 Technological Structure of banking Website, 8 Perceived
Usefulness. The most important factor emerged was Promptness and
Efficiencyhaving highest Eigenvalue(2.942), second most important factor was
Perceived Ease of Usehaving Eigen value (2.728), third most important factor
wasPerceived Service Qualityhaving Eigen value (2.536) and other factors so on.The
overall data of the sample shows that the higher perception of customers towards the
internet banking.
This indicates that these factors which emerged as strong indicators and representative
of the customer perception requires much more attention by the bankers, managers
and all stakeholders of internet banking channels so that they could improve upon
these service quality dimensions as perceived by the banking customers of at least the
tier II cities like Mathura and specifically people living in big university campus like
GLA University who are regular users of internet banking. Due attention should be
given to these dimensions of service quality emerging out of the study.

30
BIBLIOGRAPHY
REFERENCES
1. Filotto, U. (1997) ... Information technology e canali distributivi, Edipi, Milan.
2. Goyal, V. M., & Goyal, G. (2012). Customer perception towards Internet banking
wrf to private and foreign banks in India. International Journal of Computing &
Business Research, 2229-6166.
3. Grönroos, C. (1982). Consumer perceptions of Internet retail service quality.
International Journal of Service Industry Management, 13(5), 412-431.
4. IAMAI’s Report on Online Banking 2006 Retrieved from http://www.iamai.in
5. Jayawardhena, C. (2004). Measurement of service quality in internet banking: the
development of an instrument. Journal of Marketing Management, 20(1-2), 185-
207
6. Jeevan, M. T. (2000). Only Banks-No Bricks. Voice and Data, 11.

31
7. Joseph et al. (1999), “Service quality in the banking sector: the impact of
technology on service delivery. International Journal of Bank Marketing, 17(4),
182-193
8. Jun, M., & Cai, S. (2001). The key determinants of internet banking service
quality: a content analysis. International journal of bank marketing, 19(7), 276-
291.
9. Juran, Joseph M., and James F. Riley. The quality improvement process. New
York, NY: McGraw Hill, 1999 (Joseph et al. (1999), Jun, Minjoon, and
ShaohanCai. "The key determinants of internet banking service quality: a content
analysis." International journal of bank marketing 19.7 (2001): 276-291.
10.Kabir Hassan, M. (2002). The microfinance revolution and the Grameen Bank
experience in Bangladesh. Financial Markets, Institutions & Instruments, 11(3),
205-265.
11.Lockett, A., & Littler, D. (1997). The adoption of direct banking services. Journal
of Marketing Management, 13(8), 791-811.
12.Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner.
"Self-service technologies: understanding customer satisfaction with technology-
based service encounters." Journal of marketing 64, no. 3 (2000): 50-64.
13.Mishra, S. K. E-Banking: An Effective Tool of CRM in Banking Sector. Chief
Patron.
14.Mohammed Al-Hawari, Nicole Harley and Tony Ward (2005), Measuring banks’
automated Service Quality, aconfirmatory factor analysis approach, Marketing
Bulletin, 16, 1-19
15.Nyangosi, R., Arora, J. S., & Singh, S. (2009). The evolution of e-banking: a study
of Indian and Kenyan technology awareness. International Journal of Electronic
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16.Polatoglu, V. N. & Ekin S. (2001). An Imperial investigation of Turkish consumer
acceptance of internet bankingservice, International Journal of Bank Marketing 19
(4), 156-65.

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17.Santos J. (2003). E-Service quality: a model of virtual service quality dimension,
Managing Service Quality13 (3), 233-246.
18.Sharma, H. (2011). Bankers' perspectives on e-banking. Global Journal of
Research in Management, 1(1), 71.
19.www.slideshare.net
Appendix
QUESTIONNAIRE
Dear Madam/Sir;
I am a student’s of GLA University, Mathura and presently doing a research project
on “Customers perception of internet banking”. I request you to kindly fill the
questionnaire below and assure you that the data generated shall be kept confidential.
Please indicate the extent to which you are agreed or disagree with the following
statement. Circle the appropriate number using the scale below. Some of the
statements are similar to others in order to ensure that I accurately determine your
opinion.
1 - I strongly disagree with this statement [SD]
2 - I disagree with this statement [D]

33
3 - I normal with this statement [N]
4 - I agree with this statement [A]
5 - I strongly agree with this statement [SA]
The following statements measure your general beliefs relatedto the use of Internet
banking. Please circle onlythe one number which best reflects your level of agreement or
disagreement with the following statements
I believe that… Strongly Neutral Strongly
Disagree Agree
1. using Internet banking enables me to conduct
banking transactions more quickly
1 2 3 4 5
2. Using Internet banking enables me to conduct
banking transactions anytime.
1 2 3 4 5
3. using Internet banking makes it easier for me to
conduct banking transactions
1 2 3 4 5
4. Using Internet banking enables me to mange
my bank account (s) more effectively.
1 2 3 4 5
5. Internet banking is very useful in conducting
my banking transactions
1 2 3 4 5
6. it was easy for me to learn how to use Internet
banking to conduct banking transactions
1 2 3 4 5
7. Conducting banking transactions through the
Internet banking website does not require a lot
of mental effort.
1 2 3 4 5
8. the interaction with the internet banking website
is clear and understandable
1 2 3 4 5
9. it was easy for me to become skilful at using
Internet banking
1 2 3 4 5

34
10. Internet banking is very easy to use. 1 2 3 4 5
11. I intend to continue using Internet banking for
doing some of my banking transactions
1 2 3 4 5
12. I will continue using internet banking for
performing some of my banking transactions
1 2 3 4 5
13. I will use Internet banking to conduct most of
my banking transactions
1 2 3 4 5
14. My bank is trusted as an Internet banking
provider.
1 2 3 4 5
15. I rely on Internet banking as a trusted medium
of financial transactions
1 2 3 4 5
16. Overall, I trust Internet banking to perform my
banking transactions
1 2 3 4 5
17. I feel assured that legal structures, such as the
bank’s terms and conditions regarding the use
of Internet banking protect me from problems
when using the Internet banking website
1 2 3 4 5
18. I feel assured that technological structures on
the internet banking website make it safe for me
to conduct banking transaction there.
1 2 3 4 5
19. I feel confident that legal and technological
structures adequately protect me from problems
when using Internet banking
1 2 3 4 5
20. I feel that internet banking website has enough
safeguards to make me feel comfortable using it
for my baking transactions
1 2 3 4 5
21. I feel that the Internet banking website, in
general is a robust and safe environment in
which to perform banking transactions.
1 2 3 4 5

35
22. My bank is competent in providing excellent
Internet banking services.
1 2 3 4 5
23. My bank has the capability to meet its Internet
banking customer’s needs.
1 2 3 4 5
24. my bank knows how to provide excellent
Internet banking services
1 2 3 4 5
25. my bank generally is an expert at providing
Internet banking services
1 2 3 4 5
26. my bank is honest with its Internet banking
customers
1 2 3 4 5
27. My bank is trustful in its dealing with my
Internet banking transactions.
1 2 3 4 5
28. My bank is acting in my best interest. 1 2 3 4 5
29. my bank would be ready and willing to do its
best to assist and support me with using its
internet banking
1 2 3 4 5
Name:
Gender:
Qualification:
Bank Name:
Occupation: Businessman Student Professional Housewife

36
Data Sheet (Excel):
R
E
VI
E
W
Q
1
Q
2
Q
3
Q
4
Q
5
Q
6
Q
7
Q
8
Q
9
Q
1
0
Q
1
1
Q
1
2
Q
1
3
Q
1
4
Q
1
5
Q
1
6
Q
1
7
Q
1
8
Q
1
9
Q
2
0
Q
2
1
Q
2
2
Q
2
3
Q
2
4
Q
2
5
Q
2
6
Q
2
7
Q
2
8
Q
2
9
Q
3
0
R1 5 5 5 5 5 3 3 3 3 3 5 5 2 4 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
R2 4 4 5 4 5 4 4 5 5 4 3 5 4 4 3 4 3 3 4 4 5 5 4 4 5 5 5 4 3 4
R3 5 5 5 4 5 4 3 3 5 4 4 4 4 5 3 3 3 3 3 3 3 4 4 4 3 2 2 5 3 3
R4 4 4 4 3 4 2 2 1 1 2 4 4 3 3 3 3 2 2 2 3 3 4 4 4 4 4 4 4 4 3
R5 1 2 1 3 1 1 2 3 3 3 4 4 4 3 3 3 4 3 3 4 4 3 4 4 4 4 4 4 4 4
R6 2 3 2 4 2 4 3 1 5 3 4 4 3 2 5 5 5 4 4 4 4 4 4 4 3 3 2 3 2 3
R7 3 4 4 4 4 3 5 5 5 4 3 3 4 3 4 1 2 3 4 4 4 4 3 4 4 5 4 5 4 5
R8 2 3 3 3 4 4 4 4 4 5 3 4 4 4 3 3 3 3 3 4 4 3 5 3 2 4 4 3 3 3
R9 4 4 3 3 4 3 2 3 4 4 3 3 4 4 4 4 3 3 3 3 3 4 4 4 3 3 4 3 3 4
R1
0
2 2 4 2 4 4 4 4 4 4 4 4 4 3 2 3 4 2 2 2 3 2 4 3 4 4 4 3 4 2
R1 3 4 4 2 5 2 2 3 4 3 4 5 4 3 4 4 4 3 4 3 4 4 4 4 4 4 4 3 4 4

37
1
R1
2
5 5 4 4 4 2 4 4 2 4 4 4 4 4 4 4 2 4 4 4 2 4 4 2 4 4 4 4 4 4
R1
3
4 4 5 3 4 2 1 2 4 2 3 4 2 4 2 3 3 3 3 3 2 3 2 1 3 4 2 2 2 2
R1
4
4 4 5 3 4 5 4 4 5 5 2 2 4 2 4 3 3 4 3 3 2 2 3 2 1 3 5 3 4 2
R1
5
1 1 5 2 5 5 3 3 4 3 4 5 4 3 3 2 3 4 4 3 4 5 5 3 5 1 3 5 3 4
R1
6
5 5 5 3 3 4 3 2 3 5 5 3 3 2 4 1 2 3 4 2 5 5 5 4 4 4 4 4 4 4
R1
7
5 5 5 4 5 5 1 5 4 5 5 4 4 4 5 3 4 4 4 4 3 5 5 5 5 5 5 5 5 5
R1
8
4 5 3 5 4 3 4 4 4 5 2 3 5 4 5 2 2 3 4 4 3 4 4 5 4 5 4 4 3 2
R1
9
5 4 5 4 5 4 4 5 5 5 3 5 4 4 4 4 3 3 3 4 4 5 5 4 4 5 5 5 4 4
R2
0
4 4 5 4 5 4 4 4 4 3 5 5 4 4 4 4 2 3 4 4 5 5 5 4 4 5 5 5 4 4
R2
1
4 4 5 4 5 4 4 4 3 5 3 5 4 4 4 4 3 3 4 4 4 5 5 4 4 5 5 5 4 3
R2
2
4 4 5 4 5 4 4 4 3 5 3 5 4 4 4 4 3 3 4 4 4 5 5 4 4 5 5 5 4 4
R2
3
2 3 4 4 4 5 4 4 3 3 3 3 3 3 4 4 5 3 3 5 5 2 2 4 4 4 3 3 3 3
R2
4
5 5 5 5 5 5 4 4 5 4 5 5 4 3 3 4 4 4 4 4 4 5 5 4 4 4 4 4 3 4
R2
5
1 2 1 2 4 3 4 3 5 4 3 5 3 4 4 4 3 3 3 4 4 5 3 5 4 3 4 4 3 3
R2
6
4 2 2 4 4 4 2 2 4 4 2 2 3 4 2 4 2 4 2 4 4 4 3 4 4 3 4 2 4 2
R2
7
4 5 4 5 4 2 4 4 4 5 4 4 5 4 4 3 4 2 4 2 4 2 4 2 2 4 4 4 4 5
R2
8
4 5 5 5 5 4 5 4 5 4 4 5 5 4 4 3 4 4 4 5 5 5 4 4 4 4 5 5 5 5
R2 4 3 4 3 4 3 3 4 3 3 4 4 3 4 3 5 4 4 3 4 4 4 4 5 4 5 5 5 4 5

38
9
R3
0
4 4 4 3 4 3 4 3 3 3 4 4 4 3 3 3 3 3 4 3 3 3 2 3 3 3 3 3 3 3
R3
1
5 5 5 5 5 3 3 3 4 5 5 5 5 4 3 5 4 5 5 4 3 4 4 3 3 3 3 3 3 3
R3
2
5 5 5 5 5 3 3 3 4 5 5 5 5 4 4 5 5 5 4 3 5 5 5 5 4 5 5 5 5 5
R3
3
5 5 5 5 3 4 3 3 4 4 5 5 5 4 3 5 4 5 5 4 3 5 4 4 3 3 3 3 4 4
R3
4
4 4 5 4 4 5 3 4 4 5 4 4 3 3 3 5 3 4 4 5 5 5 5 4 4 4 4 3 4 5
R3
5
3 5 2 3 4 3 3 3 1 1 3 2 3 3 2 4 3 4 3 3 4 3 4 2 3 3 2 4 3 4
R3
6
5 4 4 5 5 5 4 4 5 5 5 5 5 4 3 3 4 4 4 4 3 4 4 4 4 5 5 4 4 4
R3
7
5 5 5 5 5 4 4 5 5 4 5 5 5 5 4 2 5 4 3 5 4 5 5 5 5 5 5 5 5 5
R3
8
5 5 5 5 5 4 4 4 4 3 4 4 4 3 3 3 4 5 4 3 4 4 5 4 4 5 4 4 4 5
R3
9
4 4 5 4 5 3 3 4 5 3 3 4 4 3 3 4 5 5 3 5 4 4 4 3 5 5 5 5 5 5
R4
0
4 5 4 5 4 2 4 4 4 5 5 4 5 4 4 3 4 2 3 2 4 3 4 5 5 4 3 5 5 5
R4
1
5 4 4 5 5 5 2 4 5 3 5 4 5 5 5 4 4 5 4 2 4 5 4 4 3 4 5 1 3 4
R4
2
4 5 5 4 5 4 3 3 3 3 3 4 3 3 3 3 3 3 3 4 4 3 4 3 3 3 3 3 4 4
R4
3
4 5 5 4 4 3 2 5 3 2 3 5 5 3 3 2 4 3 5 5 5 4 5 4 4 3 3 4 5 4
R4
4
3 4 4 3 5 3 3 4 5 4 4 5 5 5 3 4 4 4 3 5 5 5 5 4 4 4 4 3 3 4
R4
5
4 2 3 4 5 4 1 2 4 5 4 5 3 5 3 5 5 4 3 5 5 5 4 3 5 3 5 5 3 4
R4
6
5 5 5 5 5 3 1 4 3 5 5 5 5 3 3 4 4 3 3 4 4 5 2 3 5 5 5 4 5 4
R4 4 5 5 4 4 5 3 3 4 3 4 4 4 3 3 4 4 3 3 4 4 4 4 4 3 4 4 5 5 4

39
7
R4
8
4 3 5 4 5 3 5 2 4 1 4 5 3 3 4 3 5 4 4 4 3 4 4 3 4 3 2 5 4 3
R4
9
4 5 5 4 4 5 4 5 4 4 5 3 5 3 4 5 4 4 5 4 5 5 4 4 4 3 4 4 4 5
R5
0
4 4 5 5 5 3 4 4 3 4 4 4 3 3 3 4 4 3 4 4 4 4 4 4 4 4 5 4 4 4
R5
1
5 5 5 5 5 5 3 5 5 4 5 5 5 4 4 4 5 3 3 3 5 5 5 5 4 4 4 4 5 5
R5
2
5 5 5 5 5 4 3 5 4 4 5 5 4 4 3 5 5 4 4 5 4 5 5 4 3 4 5 5 4 5
R5
3
5 5 5 3 5 2 4 4 5 3 5 5 5 5 5 5 5 4 4 3 5 5 5 5 5 5 5 3 5 3
R5
4
5 5 5 5 5 5 5 5 3 5 4 5 5 5 3 3 5 5 5 4 5 5 5 5 5 5 5 5 5 5
R5
5
4 5 5 5 4 3 2 4 4 4 5 4 5 4 4 3 4 2 4 2 4 2 4 4 4 4 5 5 5 4
R5
6
4 4 3 4 4 2 3 2 2 2 3 4 3 2 2 3 4 3 4 2 3 2 3 3 2 3 1 1 3 3
R5
7
4 4 4 4 4 4 4 4 5 3 3 4 2 4 2 4 3 3 4 3 3 3 3 3 3 3 3 4 4 4
R5
8
5 5 5 5 5 4 5 5 5 5 4 5 5 4 4 4 4 4 5 4 5 5 5 5 5 4 5 4 4 4
R5
9
3 4 3 4 3 3 4 3 4 4 3 2 3 2 3 4 4 2 3 2 3 4 3 4 3 2 3 4 3 4
R6
0
3 3 4 3 3 4 5 4 4 4 4 4 4 4 4 4 4 3 3 3 5 5 4 4 3 4 5 4 4 4
R6
1
4 4 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 4 5 3 3 4 3 3 5 4 4 5 5
R6
2
4 4 5 4 5 4 4 5 4 4 4 5 4 5 4 5 5 4 4 4 3 3 3 3 3 3 3 4 4 4
R6
3
4 4 4 5 4 3 4 3 3 3 3 3 4 4 4 4 4 5 4 5 3 5 5 3 3 3 4 3 4 4
R6
4
5 5 5 5 5 4 5 5 5 5 5 4 5 4 5 5 3 4 4 5 5 5 4 4 4 5 4 4 5 5
R6 3 3 4 1 4 3 5 5 5 3 4 3 1 4 4 5 4 4 5 5 3 3 4 4 4 3 4 3 5 5

40
5
R6
6
3 3 2 3 3 2 4 3 2 4 3 4 2 3 4 3 4 4 3 3 3 3 3 3 3 4 3 3 4 3
R6
7
5 5 5 5 5 5 5 5 5 5 4 5 4 4 5 5 4 5 4 4 4 4 5 5 5 5 5 5 5 5
R6
8
3 2 4 1 4 4 2 2 4 4 5 3 4 4 2 2 3 4 2 3 2 2 3 4 4 3 4 4 3 3
R6
9
4 5 3 5 3 2 2 3 5 2 5 5 5 4 4 4 2 3 3 4 4 3 3 4 4 5 5 4 4 3
R7
0
5 5 5 5 5 4 4 4 5 4 5 4 4 4 2 4 4 5 4 5 5 4 4 5 5 5 4 4 4 4
R7
1
5 4 4 5 4 4 5 5 4 4 4 4 3 2 2 2 4 4 4 5 5 5 5 5 5 4 4 4 5 4
R7
2
5 5 5 5 5 4 5 5 5 5 4 5 5 4 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5
R7
3
5 4 4 4 4 4 5 4 5 4 3 3 4 5 4 4 4 3 4 5 4 3 4 4 5 4 4 4 5 5
R7
4
4 4 5 4 5 4 4 5 4 5 4 4 5 5 5 4 4 5 4 4 3 3 3 3 4 4 5 5 5 5
R7
5
5 5 4 5 5 5 5 5 5 5 5 4 4 4 4 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5
R7
6
5 4 5 5 4 3 3 2 4 5 2 4 3 5 5 5 4 5 5 4 4 4 5 4 4 3 4 4 5 5
R7
7
5 5 5 4 3 2 3 4 3 3 3 4 4 2 3 2 5 2 4 2 5 3 3 4 3 5 4 3 2 4
R7
8
4 5 4 4 3 3 4 4 4 5 4 4 5 4 4 4 4 3 4 4 4 3 4 4 4 4 4 4 4 4
R7
9
4 4 5 4 5 5 5 3 5 4 4 5 5 4 5 5 4 4 3 4 3 4 5 4 4 4 5 5 4 5
R8
0
5 5 5 5 4 4 3 4 3 5 5 4 4 3 4 3 4 4 5 5 3 4 3 2 2 4 4 2 3 2
R8
1
1 1 1 1 5 5 3 4 5 5 4 3 4 5 5 3 4 5 4 5 5 4 1 5 4 5 5 5 4 5
R8
2
4 5 4 3 4 4 3 4 4 4 4 4 5 4 3 4 3 4 4 4 4 4 4 4 3 4 4 3 4 4
R8 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 3

41
3
R8
4
4 3 4 5 3 3 4 3 4 4 3 3 4 3 3 4 5 4 3 4 3 3 4 3 2 4 3 3 4 2
R8
5
4 4 4 4 4 3 3 3 2 3 4 3 3 3 3 4 4 4 4 3 3 4 4 3 3 4 4 4 4 3
R8
6
4 5 4 5 3 5 4 4 3 3 3 4 5 4 5 3 5 3 4 3 4 5 3 4 5 3 5 3 4 4
R8
7
2 2 4 5 5 4 5 4 5 5 5 4 4 4 4 3 4 4 2 3 4 4 4 3 3 2 5 5 3 4
R8
8
5 4 4 3 5 5 3 4 4 2 5 4 4 3 3 2 3 3 4 4 4 5 4 4 4 5 5 4 3 4
R8
9
5 4 5 3 3 4 3 4 5 5 4 3 3 3 2 3 3 3 4 3 3 5 5 4 3 4 3 4 5 2
R9
0
5 5 4 5 5 5 4 3 3 4 5 4 4 3 3 4 3 3 4 4 3 5 4 5 2 4 2 3 5 4
R9
1
3 4 3 2 4 5 2 4 2 3 3 4 4 3 3 3 4 2 3 3 2 4 5 5 3 3 4 4 5 2
R9
2
5 5 5 5 5 4 1 2 4 3 3 3 3 3 3 3 2 3 5 3 1 3 1 3 3 3 3 3 3 2
R9
3
3 5 4 3 4 5 3 4 2 4 2 4 2 5 3 3 5 5 3 3 3 4 4 5 3 3 4 4 5 5
R9
4
5 4 4 4 5 5 5 5 5 4 4 5 5 4 4 4 4 3 3 4 5 4 4 4 3 3 3 5 3 5
R9
5
5 5 4 3 4 5 4 3 4 5 4 5 5 5 5 4 5 4 4 3 5 3 4 4 5 4 4 4 3 5
R9
6
3 4 4 2 4 4 4 3 4 2 4 3 5 3 3 4 4 3 5 3 5 2 5 4 4 3 5 3 5 4
R9
7
5 5 4 3 4 2 3 2 4 4 4 3 5 2 5 3 4 2 4 2 3 5 4 3 4 3 5 5 4 3
R9
8
3 2 4 3 4 3 3 3 4 4 3 4 3 4 2 4 4 2 3 2 3 3 4 3 5 3 3 2 4 4
R9
9
4 4 4 4 3 3 2 5 5 4 4 5 4 4 5 4 4 4 4 4 4 3 3 4 3 5 4 4 3 5
R1
00
4 5 4 3 4 4 5 5 4 4 5 4 4 4 4 3 4 4 4 4 4 3 3 4 3 2 3 3 4 4
R1 4 5 4 3 4 3 5 5 4 4 5 4 4 3 5 3 4 4 4 4 1 4 3 3 4 3 5 4 3 5

42
01
R1
02
5 4 4 3 4 2 3 4 3 1 4 2 3 5 2 4 4 1 4 2 3 4 4 5 4 3 2 2 3 4
R1
03
5 4 4 3 4 4 2 2 3 1 3 5 3 4 2 2 5 3 1 3 2 4 2 4 5 4 3 2 1 3
R1
04
5 4 4 5 4 3 3 4 3 4 3 4 4 2 4 2 4 3 2 3 5 4 3 4 2 3 4 4 5 1
R1
05
2 3 3 2 4 1 1 2 3 1 3 3 4 4 2 2 2 4 4 5 4 4 4 4 5 5 5 4 5 1
R1
06
5 4 4 4 4 3 4 4 2 4 4 4 4 4 4 4 4 4 2 3 2 2 2 2 2 2 2 2 2 2
R1
07
5 5 5 5 5 5 4 4 5 4 5 3 3 4 4 5 3 2 2 3 3 4 5 5 5 4 4 3 4 3
R1
08
3 3 3 3 3 3 4 4 5 4 5 5 4 2 2 4 4 3 4 4 3 3 3 2 5 5 5 2 2 5
R1
09
4 4 3 3 3 4 3 4 4 3 3 3 4 4 4 5 5 3 3 3 3 4 4 4 3 3 3 4 3 3
R1
10
3 3 3 3 2 4 5 5 5 5 5 4 4 3 3 3 4 4 4 4 3 3 4 4 3 3 4 3 4 3
R1
11
5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 3 4 3 4 4 3 5 5 3 3 3 4 4 4 4
R1
12
3 3 4 3 4 4 4 3 3 4 4 3 4 4 4 3 4 3 3 4 4 3 3 4 4 4 3 4 3 4
R1
13
3 3 3 3 4 4 4 3 3 4 4 4 4 3 3 5 3 3 3 3 3 5 4 4 5 4 4 5 3 3
R1
14
5 5 5 4 4 5 4 5 4 4 5 3 4 3 2 4 4 5 4 4 4 4 4 5 5 3 3 4 3 4
R1
15
4 4 4 4 4 3 4 4 3 4 4 4 3 4 4 4 4 4 3 4 3 4 4 4 4 4 4 4 4 4
R1
16
4 4 4 3 3 4 3 4 3 3 3 3 4 3 4 4 3 3 4 3 3 4 3 4 4 4 4 4 4 3
R1
17
4 5 3 5 5 4 4 4 3 4 3 3 4 3 5 4 4 4 3 5 5 3 4 3 3 5 4 3 3 5
R1
18
4 5 4 5 5 5 3 4 3 4 3 5 2 5 4 3 3 5 5 5 5 4 3 5 3 4 4 3 4 4
R1 3 5 4 2 4 5 5 4 4 3 3 5 5 5 3 3 4 2 2 2 3 3 3 1 1 4 2 4 2 4

43
19
R1
20
3 3 3 4 4 5 3 3 3 2 4 4 4 4 3 5 4 4 5 5 5 5 4 4 4 4 4 2 4 4
R1
21
2 3 4 4 4 3 3 4 3 2 4 4 3 2 4 1 2 3 3 4 4 3 3 4 3 2 2 5 5 3
R1
22
4 4 4 4 4 2 3 5 5 4 4 5 5 5 5 4 3 4 4 5 4 5 5 5 5 5 5 5 4 4
R1
23
3 2 4 3 2 2 4 3 4 3 3 4 4 4 3 3 4 4 5 5 5 3 3 3 3 4 4 4 2 2
R1
24
5 5 4 5 4 5 4 4 5 5 4 5 5 3 4 4 5 4 4 5 4 5 4 4 5 5 4 5 4 5
R1
25
5 5 5 5 5 5 4 4 4 4 4 3 3 3 3 2 5 5 3 3 4 4 4 5 4 4 4 3 2 4
R1
26
3 4 2 4 3 4 3 4 2 5 3 3 4 4 3 3 5 4 5 4 4 4 4 4 4 4 3 2 2 4
R1
27
3 4 3 4 4 4 5 4 5 5 4 5 3 3 3 3 5 4 3 5 2 3 4 3 5 3 4 3 4 3
R1
28
4 3 4 5 4 4 3 5 4 3 4 5 5 3 3 4 5 4 4 3 5 5 3 4 4 5 3 3 4 5
R1
29
5 5 5 5 5 5 3 1 3 3 3 5 5 3 3 4 4 4 3 3 5 5 3 5 3 4 3 4 2 1
R1
30
5 5 5 5 3 4 4 5 5 4 4 4 4 5 5 4 4 4 5 5 3 5 5 4 5 5 5 5 5 5
R1
31
5 5 4 4 5 5 5 5 4 4 5 5 5 4 5 4 5 4 5 4 5 4 5 5 5 4 4 4 5 5
R1
32
5 5 5 5 5 5 5 5 5 4 5 4 5 3 5 5 5 5 5 5 4 5 5 2 5 5 5 5 5 5
R1
33
3 3 4 2 5 4 5 3 5 3 2 2 3 4 2 3 3 4 3 5 3 4 3 4 3 4 3 4 5 2
R1
34
5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
R1
35
5 4 5 3 4 3 4 3 4 3 5 3 5 3 4 3 4 2 4 5 5 3 4 5 4 5 4 5 4 5
R1
36
4 4 4 4 4 3 3 4 4 4 5 3 4 3 3 3 4 4 4 4 3 4 4 4 3 4 4 4 3 4
R1 5 2 3 2 5 2 4 2 2 2 2 2 2 4 4 3 4 3 4 5 5 5 3 3 3 5 5 3 3 4

44
37
R1
38
5 5 3 3 4 4 5 3 4 5 3 4 3 3 4 5 4 4 3 5 5 5 4 4 3 3 4 3 5 5
R1
39
3 5 3 4 4 5 4 2 5 1 4 4 2 5 3 4 5 3 3 5 3 5 5 3 1 4 5 3 3 4
R1
40
5 5 5 4 4 4 3 3 4 4 5 4 5 5 5 4 3 4 4 2 4 5 5 4 3 3 3 2 4 4
R1
41
4 4 3 4 2 3 3 3 4 3 5 4 5 5 4 5 4 5 3 3 5 3 5 3 2 3 4 3 1 3
R1
42
4 5 5 4 4 3 4 4 4 4 5 4 3 4 5 5 5 3 3 4 5 4 3 3 3 4 4 5 4 5
R1
43
5 5 5 5 5 5 5 5 5 5 1 3 4 5 1 3 3 3 4 4 5 4 3 3 5 5 4 3 5 5
R1
44
4 4 5 5 4 4 5 5 5 5 5 5 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5
R1
45
4 5 3 4 4 4 1 3 4 4 4 4 5 3 3 5 3 4 4 4 4 3 3 3 2 4 4 3 3 3
R1
46
5 5 4 4 4 4 4 4 4 4 4 4 3 3 3 3 4 4 4 3 3 5 5 3 3 5 5 3 3 5
R1
47
4 5 3 5 3 4 2 3 4 4 3 5 3 2 3 2 3 3 4 2 4 2 4 3 4 3 4 3 4 3
R1
48
2 3 2 3 2 4 5 5 1 1 1 1 3 3 1 3 1 5 3 1 5 2 4 2 2 2 3 3 4 4
R1
49
4 5 3 5 5 4 4 4 3 4 3 3 4 3 5 4 4 4 3 5 5 3 4 3 3 5 4 4 3 5
R1
50
4 5 5 5 4 5 4 5 4 5 4 4 5 4 5 3 4 5 5 4 5 5 3 4 4 4 3 4 5 5
R1
51
5 4 5 5 4 5 4 4 4 5 3 5 3 5 5 4 4 4 4 4 5 3 3 3 3 5 5 5 5 4
R1
52
5 5 5 4 4 5 5 4 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 5 5 4 4 5 4
R1
53
5 5 5 5 4 5 4 5 2 3 4 3 4 4 5 2 3 3 3 4 4 4 4 5 5 5 3 3 4 4
R1
54
4 5 4 3 4 3 4 3 2 5 4 4 5 3 4 3 5 4 3 3 5 5 4 5 3 5 4 3 4 5
R1 2 3 2 5 3 2 3 2 3 2 5 2 2 4 2 4 3 5 3 4 3 4 2 3 4 2 4 5 3 3

45
55
R1
56
5 5 4 4 4 3 4 4 4 4 4 4 4 4 4 4 3 4 5 4 5 4 5 4 4 5 5 5 4 3
R1
57
3 4 3 2 3 3 2 3 3 3 3 3 3 3 3 3 3 4 3 4 3 4 3 4 3 4 3 4 3 4
R1
58
5 5 5 4 5 5 4 5 5 5 5 5 5 5 5 3 5 5 4 4 4 5 5 5 5 5 3 5 5 5
R1
59
4 4 4 3 5 4 4 3 4 4 5 5 5 4 4 3 3 4 3 4 3 4 3 4 4 4 5 4 3 4
R1
60
5 4 4 4 4 5 5 5 5 5 5 3 5 5 5 3 5 5 5 4 4 4 4 4 3 3 4 4 4 5
R1
61
5 4 4 5 3 4 5 1 4 3 5 3 3 4 5 4 3 1 3 2 4 2 4 3 2 4 5 4 5 5
R1
62
5 4 5 5 3 5 2 3 1 1 5 5 5 1 2 5 1 5 5 4 1 1 3 3 5 5 5 5 3 1
R1
63
5 4 3 4 4 2 4 3 4 3 5 5 3 1 4 3 4 4 3 3 4 4 3 3 4 3 4 3 2 3
R1
64
5 5 5 5 5 4 5 4 4 4 5 4 5 5 5 3 3 4 4 5 4 5 3 3 4 5 5 4 4 4
R1
65
5 5 5 5 5 5 3 3 3 3 5 5 3 3 3 3 5 3 5 3 5 3 5 3 5 3 5 3 5 3
R1
66
4 4 4 2 3 4 2 1 4 3 4 4 4 3 3 5 3 4 3 4 2 4 4 3 4 4 4 3 2 5
R1
67
5 4 5 4 5 5 4 4 5 5 4 5 4 4 4 4 4 5 4 5 4 4 5 5 4 5 5 4 5 5
R1
68
3 4 4 3 5 4 3 2 3 3 3 2 4 2 3 2 2 1 1 3 2 1 2 2 1 2 1 2 1 2
R1
69
4 3 4 3 4 4 2 4 3 3 4 3 4 3 4 5 3 4 5 3 4 5 3 4 5 4 3 4 4 4
R1
70
5 4 4 4 4 4 2 3 3 4 4 5 4 4 3 4 4 4 3 4 3 3 3 4 3 3 4 3 3 3
R1
71
4 5 4 5 4 3 3 2 3 4 4 5 4 3 3 3 4 4 4 3 3 4 4 4 3 5 4 4 4 4
R1
72
3 4 3 5 4 1 2 4 5 3 3 4 4 2 3 1 4 3 3 4 3 4 2 4 5 5 4 4 3 3
R1 5 5 5 4 4 4 3 4 4 3 3 5 3 4 4 3 4 5 5 4 3 4 5 5 5 4 4 3 4 4

46
73
R1
74
4 4 4 4 4 3 3 3 4 3 4 4 4 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 3 3
R1
75
5 5 5 4 3 3 3 4 4 5 4 4 5 4 5 5 5 4 5 4 5 4 5 4 5 4 5 4 4 5
R1
76
3 4 3 3 3 5 5 2 2 3 4 2 3 4 2 4 5 3 4 2 4 3 2 4 2 4 5 5 3 4
R1
77
4 4 4 4 4 3 2 3 3 3 3 3 4 3 3 3 4 4 3 5 4 3 5 5 4 4 4 4 3 3
R1
78
5 4 5 5 5 5 4 4 5 4 5 5 4 3 3 3 5 4 4 5 4 4 5 5 5 5 5 5 5 5
R1
79
5 5 5 4 4 4 3 4 5 4 5 5 4 4 4 4 4 4 4 5 4 5 5 5 4 4 4 3 4 4
R1
80
4 5 4 4 3 2 3 3 2 3 3 2 3 4 3 2 3 2 3 3 4 3 3 4 4 4 2 2 4 4
R1
81
4 4 4 4 3 5 5 5 5 4 4 5 5 3 3 4 5 5 3 3 3 4 4 4 4 4 5 5 3 4
R1
82
4 4 5 5 3 4 5 5 3 5 4 2 5 3 4 4 5 4 4 3 4 4 2 5 5 5 4 3 4 4
R1
83
5 5 4 3 4 5 5 5 4 3 3 5 5 4 4 5 5 4 5 4 5 4 3 4 5 4 3 4 5 5
R1
84
4 5 5 5 5 5 3 3 3 4 4 5 5 4 3 2 4 3 3 3 5 5 5 5 5 3 3 3 4 4
R1
85
5 5 4 4 5 3 4 5 5 5 4 4 5 3 3 5 4 5 3 4 5 5 5 5 4 4 5 5 4 4
R1
86
5 4 5 4 4 4 4 3 3 3 4 5 5 2 3 2 4 5 5 3 3 3 3 4 4 4 2 4 5 5
R1
87
4 4 4 4 3 3 3 4 4 3 5 5 5 4 4 2 3 4 4 5 5 5 5 3 3 3 4 4 4 5
R1
88
4 4 4 5 5 5 4 3 3 3 4 3 5 5 4 3 4 5 5 5 5 3 3 4 4 4 5 5 4 4
R1
89
5 4 4 3 3 3 5 5 4 4 4 4 5 5 2 3 4 5 5 5 5 4 3 3 3 3 2 4 4 5
R1
90
3 3 3 4 4 4 5 4 4 4 5 3 3 4 5 5 4 3 5 5 5 3 3 4 4 4 5 5 4 4
R1 5 5 4 3 4 5 3 2 5 3 4 3 5 2 4 4 3 2 4 5 3 5 2 5 2 4 4 4 2 5

47
91
R1
92
4 4 4 3 4 3 4 4 3 4 4 4 4 3 3 5 2 3 2 2 3 3 3 3 3 4 4 4 4 4
R1
93
5 5 5 4 4 3 3 4 5 2 5 3 4 2 5 4 5 2 5 4 3 4 5 5 4 4 3 5 3 5
R1
94
4 4 5 3 5 2 4 5 5 4 3 4 5 5 1 4 5 2 5 4 4 5 2 3 5 3 3 4 4 5
R1
95
4 5 5 3 4 5 2 4 4 4 4 3 4 3 1 3 3 2 3 4 4 2 3 4 2 3 4 3 5 4
R1
96
4 4 4 4 4 4 4 5 5 5 3 3 3 4 4 3 5 5 4 4 4 4 4 3 3 3 3 5 5 4
R1
97
4 4 5 4 3 2 3 4 3 2 4 4 3 4 5 4 3 3 4 4 3 3 4 3 4 2 4 2 5 5
R1
98
5 5 5 5 4 3 3 4 3 4 5 4 5 3 4 3 4 3 5 4 4 3 5 4 3 4 4 5 4 5
R1
99
3 2 4 4 2 3 1 1 4 3 4 4 3 2 2 5 3 3 3 4 4 4 5 5 5 3 4 4 4 4
R2
00
5 5 5 5 5 3 4 3 4 4 4 5 3 4 5 3 5 4 5 3 5 4 3 5 4 4 5 5 4 5
R2
01
4 4 5 4 5 4 3 4 3 4 5 4 4 5 4 4 4 5 3 3 3 3 3 3 4 4 3 4 3 4
R2
02
5 3 4 4 3 2 4 5 4 5 3 5 2 3 3 3 5 5 2 3 2 4 4 4 2 4 2 4 3 3

48
SPSS Outputs
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance if
Item Deleted
Corrected Item-
Total Correlation
Squared Multiple
Correlation
Cronbach's Alpha
if Item Deleted
VAR00001 111.9653 173.864 .463 .625 .884
VAR00002 111.8960 176.273 .385 .578 .886
VAR00003 111.9208 174.451 .471 .584 .884
VAR00004 112.1337 174.295 .437 .404 .885
VAR00005 111.9604 176.854 .410 .360 .886
VAR00006 112.3267 175.714 .358 .286 .887
VAR00007 112.5099 175.555 .350 .364 .887
VAR00008 112.3663 171.328 .522 .435 .883
VAR00009 112.2079 173.897 .447 .359 .885
VAR00010 112.3366 172.483 .473 .355 .884
VAR00011 112.1287 176.988 .366 .300 .886
VAR00012 112.0891 175.166 .432 .385 .885
VAR00013 112.1040 175.576 .422 .332 .885
VAR00014 112.2079 177.897 .349 .325 .887
VAR00015 112.3614 176.232 .397 .383 .886
VAR00016 112.3069 172.224 .519 .403 .883
VAR00017 112.2376 176.182 .396 .294 .886
VAR00018 112.4059 176.581 .356 .324 .887
VAR00019 112.3515 175.413 .444 .361 .885
VAR00020 112.3020 176.112 .383 .368 .886
VAR00021 112.2426 174.931 .417 .358 .885
VAR00022 112.1733 173.010 .500 .388 .884
VAR00023 112.2178 174.490 .446 .333 .885
VAR00024 112.2376 175.615 .433 .421 .885
VAR00025 112.3366 173.807 .448 .414 .885
VAR00026 112.1782 174.874 .461 .411 .885
VAR00027 112.1386 174.478 .448 .416 .885
VAR00028 112.2475 175.341 .410 .343 .886
VAR00029 112.2574 174.023 .463 .416 .884

49
VAR00030 112.1485 171.610 .535 .408 .883
Summary Item Statistics
Mean Minimu
m
Maximu
m
Range Maximum /
Minimum
Varianc
e
N of
Items
Item
Means
3.869 3.569 4.183 .614 1.172 .021 30
Total Variance Explained
Com
pone
nt
Initial Eigenvalues Extraction Sums of
Squared Loadings
Rotation Sums of Squared
Loadings
Total % of
Varianc
e
Cumulati
ve %
Total % of
Varianc
e
Cumul
ative
%
Total % of
Varianc
e
Cumulati
ve %
1 7.165 23.884 23.884 7.165 23.884 23.884 2.942 9.806 9.806
2 2.217 7.391 31.276 2.217 7.391 31.276 2.728 9.094 18.900
3 1.665 5.549 36.825 1.665 5.549 36.825 2.536 8.454 27.355
4 1.475 4.915 41.740 1.475 4.915 41.740 2.071 6.903 34.258
5 1.352 4.506 46.246 1.352 4.506 46.246 2.030 6.768 41.026
6 1.236 4.120 50.366 1.236 4.120 50.366 1.897 6.325 47.350
7 1.187 3.957 54.323 1.187 3.957 54.323 1.640 5.467 52.818
8 1.091 3.636 57.959 1.091 3.636 57.959 1.542 5.142 57.959
9 .969 3.230 61.189

50
10 .908 3.026 64.215
11 .873 2.910 67.125
12 .823 2.742 69.867
13 .816 2.721 72.589
14 .769 2.562 75.151
15 .705 2.349 77.500
16 .699 2.330 79.830
17 .642 2.142 81.972
18 .607 2.023 83.995
19 .563 1.878 85.873
20 .511 1.703 87.576
21 .500 1.665 89.241
22 .462 1.541 90.782
23 .431 1.437 92.220
24 .413 1.377 93.596
25 .396 1.319 94.916
26 .372 1.239 96.154
27 .351 1.170 97.324
28 .316 1.053 98.377
29 .258 .861 99.237
30 .229 .763 100.000

51
Extraction Method: Principal Component Analysis.
Item-Total Statistics
Scale Mean
if Item
Deleted
Scale
Variance if
Item
Deleted
Corrected
Item-Total
Correlation
Squared
Multiple
Correlation
Cronbach's
Alpha if
Item
Deleted
VAR000
01
111.9653 173.864 .463 .625 .884
VAR000
02
111.8960 176.273 .385 .578 .886
VAR000
03
111.9208 174.451 .471 .584 .884
VAR000
04
112.1337 174.295 .437 .404 .885
VAR000
05
111.9604 176.854 .410 .360 .886
VAR000
06
112.3267 175.714 .358 .286 .887
VAR000
07
112.5099 175.555 .350 .364 .887
VAR000
08
112.3663 171.328 .522 .435 .883
VAR000
09
112.2079 173.897 .447 .359 .885

52
VAR000
10
112.3366 172.483 .473 .355 .884
VAR000
11
112.1287 176.988 .366 .300 .886
VAR000
12
112.0891 175.166 .432 .385 .885
VAR000
13
112.1040 175.576 .422 .332 .885
VAR000
14
112.2079 177.897 .349 .325 .887
VAR000
15
112.3614 176.232 .397 .383 .886
VAR000
16
112.3069 172.224 .519 .403 .883
VAR000
17
112.2376 176.182 .396 .294 .886
VAR000
18
112.4059 176.581 .356 .324 .887
VAR000
19
112.3515 175.413 .444 .361 .885
VAR000
20
112.3020 176.112 .383 .368 .886
VAR000
21
112.2426 174.931 .417 .358 .885

53
VAR000
22
112.1733 173.010 .500 .388 .884
VAR000
23
112.2178 174.490 .446 .333 .885
VAR000
24
112.2376 175.615 .433 .421 .885
VAR000
25
112.3366 173.807 .448 .414 .885
VAR000
26
112.1782 174.874 .461 .411 .885
VAR000
27
112.1386 174.478 .448 .416 .885
VAR000
28
112.2475 175.341 .410 .343 .886
VAR000
29
112.2574 174.023 .463 .416 .884
VAR000
30
112.1485 171.610 .535 .408 .883

54
Factor Analysis
Anti-image Matrices
VAR000
01
VAR00002 VAR00003 VAR00004
Anti-image
Covariance
VAR000
01
.375 -.166 -.156 -.078
VAR000
02
-.166 .422 -.017 -.141
VAR000
03
-.156 -.017 .416 -.015
VAR000
04
-.078 -.141 -.015 .596
VAR000
05
-.018 -.039 -.131 .018
VAR000
06
.039 -.033 -.077 .006
VAR000
07
-.024 .018 .026 .003
VAR000
08
.040 -.052 -.037 .007
VAR000
09
-.013 .061 -.023 .023
VAR000
10
-.038 .020 .024 -.065

55
VAR000
11
-.026 .025 -.050 -.075
VAR000
12
.023 .006 -.076 -.052
VAR000
13
.013 -.105 -.006 .053
VAR000
14
-.034 -.043 .116 .060
VAR000
15
-.051 .051 .047 -.068
VAR000
16
.041 .026 -.048 -.072
VAR000
17
-.010 .009 -.014 -.019
VAR000
18
-.034 .076 .049 -.071
VAR000
19
-.028 -.052 -.074 .018
VAR000
20
.011 .028 .066 -.030
VAR000
21
.039 .039 .038 -.086
VAR000
22
-.051 -.007 .027 .044

56
VAR000
23
.006 -.048 -.053 .011
VAR000
24
-.028 -.039 .046 .051
VAR000
25
.018 .093 -.059 -.026
VAR000
26
-.071 -.026 .005 -.004
VAR000
27
.001 .016 .055 .001
VAR000
28
.068 .046 -.074 -.056
VAR000
29
.019 .000 -.081 -.032
VAR000
30
.011 -.092 .009 .094
Anti-image
Correlation
VAR000
01
.811a -.416 -.394 -.166
VAR000
02
-.416 .774a -.040 -.282
VAR000
03
-.394 -.040 .803a -.029
VAR000
04
-.166 -.282 -.029 .853a

57
VAR000
05
-.036 -.075 -.254 .030
VAR000
06
.076 -.060 -.141 .010
Anti-image Matrices
VAR0000
5
VAR0000
6
VAR0000
7
VAR0000
8
Anti-image
Covariance
VAR0000
1
-.018 .039 -.024 .040
VAR0000
2
-.039 -.033 .018 -.052
VAR0000
3
-.131 -.077 .026 -.037
VAR0000
4
.018 .006 .003 .007
VAR0000
5
.640 -.131 -.015 .015
VAR0000
6
-.131 .714 -.113 .008
VAR0000
7
-.015 -.113 .636 -.170
VAR0000
8
.015 .008 -.170 .565

58
VAR0000
9
-.016 -.019 -.059 -.058
VAR0001
0
-.003 -.046 -.054 -.103
VAR0001
1
.010 .008 -.003 .029
VAR0001
2
-.064 .025 .110 -.005
VAR0001
3
.027 -.051 .052 -.082
VAR0001
4
.007 .009 -.081 .046
VAR0001
5
-.018 -.118 .017 -.009
VAR0001
6
-.045 -.011 -.061 -.035
VAR0001
7
.027 .033 -.073 -.013
VAR0001
8
.007 -.101 -.006 -.066
VAR0001
9
.134 .013 -.011 -.015
VAR0002
0
-.085 -.021 .012 -.024

59
VAR0002
1
-.038 .026 -.063 .016
VAR0002
2
-.098 .037 .019 .019
VAR0002
3
.084 -.001 -.033 .006
VAR0002
4
.044 -.121 .101 .006
VAR0002
5
-.041 .084 .037 -.055
VAR0002
6
-.004 .076 -.007 -.035
VAR0002
7
-.014 -.061 .043 .045
VAR0002
8
-.039 .046 -.100 .014
VAR0002
9
-.028 .018 -.001 -.087
VAR0003
0
.012 -.022 -.046 -.068
Anti-image
Correlation
VAR0000
1
-.036a .076 -.048 .088
VAR0000
2
-.075 -.060a .034 -.106

60
VAR0000
3
-.254 -.141 .050a -.076
VAR0000
4
.030 .010 .005 .012a
VAR0000
5
.840 -.194 -.024 .024
VAR0000
6
-.194 .800 -.168 .012
Anti-image Matrices
VAR0000
9
VAR0001
0
VAR0001
1
VAR0001
2
Anti-image
Covariance
VAR0000
1
-.013 -.038 -.026 .023
VAR0000
2
.061 .020 .025 .006
VAR0000
3
-.023 .024 -.050 -.076
VAR0000
4
.023 -.065 -.075 -.052
VAR0000
5
-.016 -.003 .010 -.064
VAR0000
6
-.019 -.046 .008 .025

61
VAR0000
7
-.059 -.054 -.003 .110
VAR0000
8
-.058 -.103 .029 -.005
VAR0000
9
.641 -.127 -.055 -.057
VAR0001
0
-.127 .645 .034 -.026
VAR0001
1
-.055 .034 .700 -.084
VAR0001
2
-.057 -.026 -.084 .615
VAR0001
3
-.042 -.075 -.150 -.055
VAR0001
4
-.004 .029 -.039 -.182
VAR0001
5
.032 .024 .010 .044
VAR0001
6
-.073 -.031 .054 -.035
VAR0001
7
-.048 -.032 -.026 -.077
VAR0001
8
.081 -.075 .006 -.082

62
VAR0001
9
.005 .062 -.041 .039
VAR0002
0
-.124 .064 -.004 -.005
VAR0002
1
.072 .014 .088 -.014
VAR0002
2
-.050 -.039 .027 -.043
VAR0002
3
-.042 .021 -.044 -.093
VAR0002
4
-.023 -.030 -.072 .084
VAR0002
5
.004 .054 .002 -.056
VAR0002
6
.052 .002 .075 -.040
VAR0002
7
-.057 -.073 -.097 .028
VAR0002
8
-.019 -.011 -.024 -.016
VAR0002
9
.050 -.059 .064 .053
VAR0003
0
-.034 -.029 -.101 .030

63
Anti-image
Correlation
VAR0000
1
-.027a -.076 -.051 .048
VAR0000
2
.117 .038a .047 .011
VAR0000
3
-.045 .046 -.093a -.150
VAR0000
4
.037 -.105 -.115 -.087a
VAR0000
5
-.025 -.004 .015 -.103
VAR0000
6
-.028 -.067 .011 .038
Anti-image Matrices
VAR00013 VAR0001
4
VAR0001
5
VAR0001
6
Anti-image
Covariance
VAR0000
1
.013 -.034 -.051 .041
VAR0000
2
-.105 -.043 .051 .026
VAR0000
3
-.006 .116 .047 -.048
VAR0000
4
.053 .060 -.068 -.072

64
VAR0000
5
.027 .007 -.018 -.045
VAR0000
6
-.051 .009 -.118 -.011
VAR0000
7
.052 -.081 .017 -.061
VAR0000
8
-.082 .046 -.009 -.035
VAR0000
9
-.042 -.004 .032 -.073
VAR0001
0
-.075 .029 .024 -.031
VAR0001
1
-.150 -.039 .010 .054
VAR0001
2
-.055 -.182 .044 -.035
VAR0001
3
.668 .019 .038 -.072
VAR0001
4
.019 .675 -.085 -.110
VAR0001
5
.038 -.085 .617 -.108
VAR0001
6
-.072 -.110 -.108 .597

65
VAR0001
7
.024 -.080 -.092 -.040
VAR0001
8
-.011 .010 -.075 .074
VAR0001
9
-.055 -.037 -.034 -.020
VAR0002
0
.063 .079 .079 -.071
VAR0002
1
-.118 .033 -.076 -.042
VAR0002
2
-9.571E-005 .009 -.092 -.005
VAR0002
3
.020 .017 -.041 .043
VAR0002
4
.033 -.040 .013 -.040
VAR0002
5
-.038 -.035 -.115 .028
VAR0002
6
-.058 .022 -.028 -.061
VAR0002
7
.016 -.041 .008 -.021
VAR0002
8
-.083 -.051 .043 .100

66
VAR0002
9
.071 -.085 .094 -.049
VAR0003
0
.043 -.003 -.036 -.001
Anti-image
Correlation
VAR0000
1
.026a -.067 -.106 .087
VAR0000
2
-.197 -.080a .099 .051
VAR0000
3
-.011 .218 .092a -.097
VAR0000
4
.083 .095 -.113 -.121a
VAR0000
5
.041 .010 -.028 -.074
VAR0000
6
-.074 .014 -.178 -.017
Anti-image Matrices
VAR0001
7
VAR0001
8
VAR0001
9
VAR0002
0

67
Anti-image
Covariance
VAR0000
1
-.010 -.034 -.028 .011
VAR0000
2
.009 .076 -.052 .028
VAR0000
3
-.014 .049 -.074 .066
VAR0000
4
-.019 -.071 .018 -.030
VAR0000
5
.027 .007 .134 -.085
VAR0000
6
.033 -.101 .013 -.021
VAR0000
7
-.073 -.006 -.011 .012
VAR0000
8
-.013 -.066 -.015 -.024
VAR0000
9
-.048 .081 .005 -.124
VAR0001
0
-.032 -.075 .062 .064
VAR0001
1
-.026 .006 -.041 -.004
VAR0001
2
-.077 -.082 .039 -.005

68
VAR0001
3
.024 -.011 -.055 .063
VAR0001
4
-.080 .010 -.037 .079
VAR0001
5
-.092 -.075 -.034 .079
VAR0001
6
-.040 .074 -.020 -.071
VAR0001
7
.706 -.081 .005 .008
VAR0001
8
-.081 .676 -.128 -.162
VAR0001
9
.005 -.128 .639 -.119
VAR0002
0
.008 -.162 -.119 .632
VAR0002
1
-.031 .058 -.080 -.039
VAR0002
2
.030 -.032 -.021 -.072
VAR0002
3
.013 -.028 .040 .013
VAR0002
4
-.065 .016 .041 .005

69
VAR0002
5
.018 .019 -.070 -.016
VAR0002
6
.023 .012 .031 -.100
VAR0002
7
.037 -.009 -.020 -.013
VAR0002
8
.024 -.021 .031 -.041
VAR0002
9
.056 .003 -.090 -.015
VAR0003
0
-.122 .015 -.043 -.017
Anti-image
Correlation
VAR0000
1
-.019a -.067 -.056 .022
VAR0000
2
.016 .143a -.100 .053
VAR0000
3
-.027 .093 -.143a .128
VAR0000
4
-.029 -.111 .029 -.048a
VAR0000
5
.040 .011 .210 -.134
VAR0000
6
.047 -.145 .019 -.031

70
Anti-image Matrices
VAR0002
1
VAR00022 VAR0002
3
VAR0002
4
Anti-image
Covariance
VAR0000
1
.039 -.051 .006 -.028
VAR0000
2
.039 -.007 -.048 -.039
VAR0000
3
.038 .027 -.053 .046
VAR0000
4
-.086 .044 .011 .051
VAR0000
5
-.038 -.098 .084 .044
VAR0000
6
.026 .037 -.001 -.121
VAR0000
7
-.063 .019 -.033 .101
VAR0000
8
.016 .019 .006 .006
VAR0000
9
.072 -.050 -.042 -.023
VAR0001
0
.014 -.039 .021 -.030

71
VAR0001
1
.088 .027 -.044 -.072
VAR0001
2
-.014 -.043 -.093 .084
VAR0001
3
-.118 -9.571E-005 .020 .033
VAR0001
4
.033 .009 .017 -.040
VAR0001
5
-.076 -.092 -.041 .013
VAR0001
6
-.042 -.005 .043 -.040
VAR0001
7
-.031 .030 .013 -.065
VAR0001
8
.058 -.032 -.028 .016
VAR0001
9
-.080 -.021 .040 .041
VAR0002
0
-.039 -.072 .013 .005
VAR0002
1
.642 -.047 -.051 -.115
VAR0002
2
-.047 .612 -.127 -.118

72
VAR0002
3
-.051 -.127 .667 -.081
VAR0002
4
-.115 -.118 -.081 .579
VAR0002
5
.052 -.030 .007 -.172
VAR0002
6
-.004 .020 .063 -.090
VAR0002
7
-.055 -.010 -.101 .093
VAR0002
8
.016 -.034 .020 -.080
VAR0002
9
-.050 .048 -.118 -.070
VAR0003
0
-.125 -.035 -.015 .062
Anti-image
Correlation
VAR0000
1
.080a -.106 .011 -.060
VAR0000
2
.074 -.014a -.091 -.079
VAR0000
3
.073 .053 -.101a .093
VAR0000
4
-.139 .072 .018 .088a

73
VAR0000
5
-.059 -.157 .128 .073
VAR0000
6
.038 .056 -.001 -.189
Anti-image Matrices
VAR0002
5
VAR0002
6
VAR0002
7
VAR0002
8
Anti-image
Covariance
VAR0000
1
.018 -.071 .001 .068
VAR0000
2
.093 -.026 .016 .046
VAR0000
3
-.059 .005 .055 -.074
VAR0000
4
-.026 -.004 .001 -.056
VAR0000
5
-.041 -.004 -.014 -.039
VAR0000
6
.084 .076 -.061 .046
VAR0000
7
.037 -.007 .043 -.100
VAR0000
8
-.055 -.035 .045 .014

74
VAR0000
9
.004 .052 -.057 -.019
VAR0001
0
.054 .002 -.073 -.011
VAR0001
1
.002 .075 -.097 -.024
VAR0001
2
-.056 -.040 .028 -.016
VAR0001
3
-.038 -.058 .016 -.083
VAR0001
4
-.035 .022 -.041 -.051
VAR0001
5
-.115 -.028 .008 .043
VAR0001
6
.028 -.061 -.021 .100
VAR0001
7
.018 .023 .037 .024
VAR0001
8
.019 .012 -.009 -.021
VAR0001
9
-.070 .031 -.020 .031
VAR0002
0
-.016 -.100 -.013 -.041

75
VAR0002
1
.052 -.004 -.055 .016
VAR0002
2
-.030 .020 -.010 -.034
VAR0002
3
.007 .063 -.101 .020
VAR0002
4
-.172 -.090 .093 -.080
VAR0002
5
.586 -.055 -.071 -.006
VAR0002
6
-.055 .589 -.215 -.037
VAR0002
7
-.071 -.215 .584 -.120
VAR0002
8
-.006 -.037 -.120 .657
VAR0002
9
-.055 .038 -.049 -.087
VAR0003
0
-.045 -.041 .020 -.070
Anti-image
Correlation
VAR0000
1
.038a -.152 .003 .138
VAR0000
2
.187 -.052a .031 .087

76
VAR0000
3
-.119 .011 .111a -.141
VAR0000
4
-.045 -.007 .002 -.090a
VAR0000
5
-.067 -.006 -.022 -.060
VAR0000
6
.130 .118 -.094 .067
Anti-image Matrices
VAR00029 VAR00030
Anti-image Covariance
VAR00001 .019 .011
VAR00002 .000 -.092
VAR00003 -.081 .009
VAR00004 -.032 .094
VAR00005 -.028 .012
VAR00006 .018 -.022
VAR00007 -.001 -.046
VAR00008 -.087 -.068
VAR00009 .050 -.034
VAR00010 -.059 -.029

77
VAR00011 .064 -.101
VAR00012 .053 .030
VAR00013 .071 .043
VAR00014 -.085 -.003
VAR00015 .094 -.036
VAR00016 -.049 -.001
VAR00017 .056 -.122
VAR00018 .003 .015
VAR00019 -.090 -.043
VAR00020 -.015 -.017
VAR00021 -.050 -.125
VAR00022 .048 -.035
VAR00023 -.118 -.015
VAR00024 -.070 .062
VAR00025 -.055 -.045
VAR00026 .038 -.041
VAR00027 -.049 .020
VAR00028 -.087 -.070
VAR00029 .584 -.065
VAR00030 -.065 .592

78
Anti-image Correlation
VAR00001 .040a .023
VAR00002 -.001 -.184a
VAR00003 -.165 .017
VAR00004 -.055 .158
VAR00005 -.046 .020
VAR00006 .028 -.034
Anti-image Matrices
VAR000
01
VAR000
02
VAR000
03
VAR000
04
Anti-image
Correlation
VAR000
07
-.048 .034 .050 .005
VAR000
08
.088 -.106 -.076 .012
VAR000
09
-.027 .117 -.045 .037
VAR000
10
-.076 .038 .046 -.105
VAR000
11
-.051 .047 -.093 -.115
VAR000
12
.048 .011 -.150 -.087

79
VAR000
13
.026 -.197 -.011 .083
VAR000
14
-.067 -.080 .218 .095
VAR000
15
-.106 .099 .092 -.113
VAR000
16
.087 .051 -.097 -.121
VAR000
17
-.019 .016 -.027 -.029
VAR000
18
-.067 .143 .093 -.111
VAR000
19
-.056 -.100 -.143 .029
VAR000
20
.022 .053 .128 -.048
VAR000
21
.080 .074 .073 -.139
VAR000
22
-.106 -.014 .053 .072
VAR000
23
.011 -.091 -.101 .018
VAR000
24
-.060 -.079 .093 .088

80
VAR000
25
.038 .187 -.119 -.045
VAR000
26
-.152 -.052 .011 -.007
VAR000
27
.003 .031 .111 .002
VAR000
28
.138 .087 -.141 -.090
VAR000
29
.040 -.001 -.165 -.055
VAR000
30
.023 -.184 .017 .158
Anti-image Matrices
VAR0000
5
VAR0000
6
VAR0000
7
VAR0000
8
Anti-image
Correlation
VAR0000
7
-.024 -.168 .795 -.284
VAR0000
8
.024 .012 -.284 .891
VAR0000
9
-.025 -.028 -.092 -.096
VAR0001
0
-.004 -.067 -.084 -.171

81
VAR0001
1
.015 .011 -.004 .047
VAR0001
2
-.103 .038 .177 -.008
VAR0001
3
.041 -.074 .080 -.133
VAR0001
4
.010 .014 -.124 .074
VAR0001
5
-.028 -.178 .027 -.015
VAR0001
6
-.074 -.017 -.100 -.061
VAR0001
7
.040 .047 -.109 -.020
VAR0001
8
.011 -.145 -.010 -.107
VAR0001
9
.210 .019 -.017 -.025
VAR0002
0
-.134 -.031 .019 -.041
VAR0002
1
-.059 .038 -.099 .026
VAR0002
2
-.157 .056 .031 .032

82
VAR0002
3
.128 -.001 -.050 .010
VAR0002
4
.073 -.189 .166 .011
VAR0002
5
-.067 .130 .061 -.096
VAR0002
6
-.006 .118 -.011 -.061
VAR0002
7
-.022 -.094 .070 .079
VAR0002
8
-.060 .067 -.155 .023
VAR0002
9
-.046 .028 -.002 -.151
VAR0003
0
.020 -.034 -.075 -.117
Anti-image Matrices
VAR0000
9
VAR0001
0
VAR0001
1
VAR0001
2
Anti-image
Correlation
VAR0000
7
-.092 -.084 -.004 .177
VAR0000
8
-.096 -.171 .047 -.008

83
VAR0000
9
.873 -.198 -.082 -.091
VAR0001
0
-.198 .892 .051 -.041
VAR0001
1
-.082 .051 .829 -.129
VAR0001
2
-.091 -.041 -.129 .829
VAR0001
3
-.064 -.114 -.220 -.086
VAR0001
4
-.006 .044 -.056 -.283
VAR0001
5
.050 .039 .015 .071
VAR0001
6
-.119 -.050 .084 -.057
VAR0001
7
-.072 -.048 -.037 -.117
VAR0001
8
.123 -.114 .009 -.127
VAR0001
9
.008 .097 -.061 .063
VAR0002
0
-.196 .100 -.007 -.008

84
VAR0002
1
.113 .022 .131 -.023
VAR0002
2
-.079 -.062 .041 -.070
VAR0002
3
-.064 .032 -.064 -.145
VAR0002
4
-.038 -.050 -.113 .141
VAR0002
5
.006 .087 .003 -.093
VAR0002
6
.085 .004 .117 -.066
VAR0002
7
-.094 -.118 -.152 .046
VAR0002
8
-.029 -.017 -.036 -.026
VAR0002
9
.081 -.097 .101 .088
VAR0003
0
-.056 -.047 -.157 .050
Anti-image Matrices
VAR00013 VAR0001
4
VAR0001
5
VAR0001
6

85
Anti-image
Correlation
VAR0000
7
.080 -.124 .027 -.100
VAR0000
8
-.133 .074 -.015 -.061
VAR0000
9
-.064 -.006 .050 -.119
VAR0001
0
-.114 .044 .039 -.050
VAR0001
1
-.220 -.056 .015 .084
VAR0001
2
-.086 -.283 .071 -.057
VAR0001
3
.835 .029 .060 -.114
VAR0001
4
.029 .776 -.132 -.174
VAR0001
5
.060 -.132 .812 -.179
VAR0001
6
-.114 -.174 -.179 .887
VAR0001
7
.034 -.116 -.140 -.061
VAR0001
8
-.017 .015 -.117 .117

86
VAR0001
9
-.085 -.056 -.053 -.032
VAR0002
0
.097 .121 .127 -.116
VAR0002
1
-.181 .050 -.121 -.067
VAR0002
2
.000 .013 -.149 -.008
VAR0002
3
.030 .025 -.063 .068
VAR0002
4
.053 -.065 .022 -.068
VAR0002
5
-.061 -.056 -.191 .047
VAR0002
6
-.093 .034 -.046 -.102
VAR0002
7
.026 -.065 .013 -.036
VAR0002
8
-.125 -.077 .067 .160
VAR0002
9
.114 -.136 .157 -.083
VAR0003
0
.068 -.004 -.060 -.002

87
Anti-image Matrices
VAR0001
7
VAR0001
8
VAR0001
9
VAR0002
0
Anti-image
Correlation
VAR0000
7
-.109 -.010 -.017 .019
VAR0000
8
-.020 -.107 -.025 -.041
VAR0000
9
-.072 .123 .008 -.196
VAR0001
0
-.048 -.114 .097 .100
VAR0001
1
-.037 .009 -.061 -.007
VAR0001
2
-.117 -.127 .063 -.008
VAR0001
3
.034 -.017 -.085 .097
VAR0001
4
-.116 .015 -.056 .121
VAR0001
5
-.140 -.117 -.053 .127
VAR0001
6
-.061 .117 -.032 -.116

88
VAR0001
7
.886 -.118 .008 .011
VAR0001
8
-.118 .785 -.194 -.248
VAR0001
9
.008 -.194 .853 -.186
VAR0002
0
.011 -.248 -.186 .810
VAR0002
1
-.046 .088 -.125 -.062
VAR0002
2
.046 -.049 -.033 -.116
VAR0002
3
.019 -.041 .061 .020
VAR0002
4
-.102 .026 .068 .008
VAR0002
5
.027 .029 -.114 -.026
VAR0002
6
.036 .019 .050 -.165
VAR0002
7
.058 -.014 -.033 -.021
VAR0002
8
.035 -.031 .048 -.064

89
VAR0002
9
.087 .005 -.148 -.025
VAR0003
0
-.188 .024 -.069 -.028
Anti-image Matrices
VAR0002
1
VAR00022 VAR0002
3
VAR0002
4
Anti-image
Correlation
VAR0000
7
-.099 .031 -.050 .166
VAR0000
8
.026 .032 .010 .011
VAR0000
9
.113 -.079 -.064 -.038
VAR0001
0
.022 -.062 .032 -.050
VAR0001
1
.131 .041 -.064 -.113
VAR0001
2
-.023 -.070 -.145 .141
VAR0001
3
-.181 .000 .030 .053
VAR0001
4
.050 .013 .025 -.065

90
VAR0001
5
-.121 -.149 -.063 .022
VAR0001
6
-.067 -.008 .068 -.068
VAR0001
7
-.046 .046 .019 -.102
VAR0001
8
.088 -.049 -.041 .026
VAR0001
9
-.125 -.033 .061 .068
VAR0002
0
-.062 -.116 .020 .008
VAR0002
1
.836 -.075 -.078 -.189
VAR0002
2
-.075 .899 -.198 -.198
VAR0002
3
-.078 -.198 .871 -.130
VAR0002
4
-.189 -.198 -.130 .779
VAR0002
5
.084 -.051 .012 -.294
VAR0002
6
-.006 .033 .100 -.155

91
VAR0002
7
-.089 -.016 -.161 .160
VAR0002
8
.024 -.053 .031 -.130
VAR0002
9
-.081 .080 -.189 -.120
VAR0003
0
-.202 -.057 -.023 .106
Anti-image Matrices
VAR0002
5
VAR0002
6
VAR0002
7
VAR0002
8
Anti-image
Correlation
VAR0000
7
.061 -.011 .070 -.155
VAR0000
8
-.096 -.061 .079 .023
VAR0000
9
.006 .085 -.094 -.029
VAR0001
0
.087 .004 -.118 -.017
VAR0001
1
.003 .117 -.152 -.036
VAR0001
2
-.093 -.066 .046 -.026

92
VAR0001
3
-.061 -.093 .026 -.125
VAR0001
4
-.056 .034 -.065 -.077
VAR0001
5
-.191 -.046 .013 .067
VAR0001
6
.047 -.102 -.036 .160
VAR0001
7
.027 .036 .058 .035
VAR0001
8
.029 .019 -.014 -.031
VAR0001
9
-.114 .050 -.033 .048
VAR0002
0
-.026 -.165 -.021 -.064
VAR0002
1
.084 -.006 -.089 .024
VAR0002
2
-.051 .033 -.016 -.053
VAR0002
3
.012 .100 -.161 .031
VAR0002
4
-.294 -.155 .160 -.130

93
VAR0002
5
.847 -.094 -.121 -.009
VAR0002
6
-.094 .841 -.366 -.060
VAR0002
7
-.121 -.366 .822 -.194
VAR0002
8
-.009 -.060 -.194 .846
VAR0002
9
-.095 .064 -.084 -.140
VAR0003
0
-.077 -.070 .034 -.112
Anti-image Matrices
VAR00029 VAR00030
Anti-image Correlation VAR00007 -.002 -.075
VAR00008 -.151 -.117
VAR00009 .081 -.056
VAR00010 -.097 -.047
VAR00011 .101 -.157
VAR00012 .088 .050
VAR00013 .114 .068

94
VAR00014 -.136 -.004
VAR00015 .157 -.060
VAR00016 -.083 -.002
VAR00017 .087 -.188
VAR00018 .005 .024
VAR00019 -.148 -.069
VAR00020 -.025 -.028
VAR00021 -.081 -.202
VAR00022 .080 -.057
VAR00023 -.189 -.023
VAR00024 -.120 .106
VAR00025 -.095 -.077
VAR00026 .064 -.070
VAR00027 -.084 .034
VAR00028 -.140 -.112
VAR00029 .848 -.111
VAR00030 -.111 .888
a. Measures of Sampling Adequacy(MSA)

95
Communalities
Initial Extractio
n
VAR0000
1
1.000 .740
VAR0000
2
1.000 .732
VAR0000
3
1.000 .684
VAR0000
4
1.000 .523
VAR0000
5
1.000 .622
VAR0000
6
1.000 .506
VAR0000
7
1.000 .620
VAR0000
8
1.000 .578
VAR0000
9
1.000 .547
VAR0001
0
1.000 .467
VAR0001
1
1.000 .575

96
VAR0001
2
1.000 .590
VAR0001
3
1.000 .424
VAR0001
4
1.000 .530
VAR0001
5
1.000 .643
VAR0001
6
1.000 .568
VAR0001
7
1.000 .532
VAR0001
8
1.000 .703
VAR0001
9
1.000 .630
VAR0002
0
1.000 .648
VAR0002
1
1.000 .488
VAR0002
2
1.000 .543
VAR0002
3
1.000 .552

97
VAR0002
4
1.000 .566
VAR0002
5
1.000 .506
VAR0002
6
1.000 .694
VAR0002
7
1.000 .552
VAR0002
8
1.000 .515
VAR0002
9
1.000 .604
VAR0003
0
1.000 .507
Extraction Method: Principal
Component Analysis.
Total Variance Explained
Com
pone
nt
Initial Eigenvalues Extraction Sums of
Squared Loadings
Rotation Sums of
Squared Loadings
Total % of
Varianc
e
Cumulati
ve %
Total % of
Variance
Cumul
ative
%
Total % of
Varianc
e
Cumulati
ve %
1 7.165 23.884 23.884 7.165 23.884 23.884
2.94
2
9.806 9.806

98
2 2.217 7.391 31.276 2.217 7.391 31.276
2.72
8
9.094 18.900
3 1.665 5.549 36.825 1.665 5.549 36.825
2.53
6
8.454 27.355
4 1.475 4.915 41.740 1.475 4.915 41.740
2.07
1
6.903 34.258
5 1.352 4.506 46.246 1.352 4.506 46.246
2.03
0
6.768 41.026
6 1.236 4.120 50.366 1.236 4.120 50.366
1.89
7
6.325 47.350
7 1.187 3.957 54.323 1.187 3.957 54.323
1.64
0
5.467 52.818
8 1.091 3.636 57.959 1.091 3.636 57.959
1.54
2
5.142 57.959
9 .969 3.230 61.189
10 .908 3.026 64.215
11 .873 2.910 67.125
12 .823 2.742 69.867
13 .816 2.721 72.589
14 .769 2.562 75.151
15 .705 2.349 77.500
16 .699 2.330 79.830
17 .642 2.142 81.972

99
18 .607 2.023 83.995
19 .563 1.878 85.873
20 .511 1.703 87.576
21 .500 1.665 89.241
22 .462 1.541 90.782
23 .431 1.437 92.220
24 .413 1.377 93.596
25 .396 1.319 94.916
26 .372 1.239 96.154
27 .351 1.170 97.324
28 .316 1.053 98.377
29 .258 .861 99.237
30 .229 .763 100.000

100
Component Matrixa
Component
1 2 3 4 5 6 7 8
VAR000
30
.589
VAR000
16
.574

101
VAR000
08
.574 .435
VAR000
22
.559
VAR000
10
.525
VAR000
29
.523
VAR000
25
.513 -.418
VAR000
27
.504
VAR000
23
.504 .450
VAR000
09
.500 .435
VAR000
04
.492 -.435
VAR000
24
.491
VAR000
13
.478
VAR000
21
.474

102
VAR000
28
.464 -.457
VAR000
05
.463 -.416
VAR000
06
.403
VAR000
14
VAR000
02
.446 -.676
VAR000
01
.524 -.651
VAR000
03
.532 -.585
VAR000
07
.636
VAR000
15
.447 .606
VAR000
17
.443 .454
VAR000
12
.489 .511
VAR000
11
.418 .423

103
VAR000
20
.434 .488
VAR000
19
.497 .501
VAR000
18
.440 .465
VAR000
26
.522 -.534
a. 8 components extracted.
Rotated Component Matrixa
Component
1 2 3 4 5 6 7 8
VAR000
02
.835
VAR000
01
.822
VAR000
03
.682
VAR000
04
.646

104
VAR000
07
.760
VAR000
08
.689
VAR000
10
.535
VAR000
30
.526
VAR000
24
.666
VAR000
23
.657
VAR000
29
.433 .570
VAR000
22
.524
VAR000
25
.522
VAR000
21
VAR000
26
.770
VAR000
27
.634

105
VAR000
28
VAR000
15
.720
VAR000
17
.574
VAR000
14
.561
VAR000
16
.481
VAR000
11
.691
VAR000
12
.650
VAR000
09
.409 .449
VAR000
13
VAR000
18
.794
VAR000
20
.646
VAR000
19
.513

106
VAR000
05
.683
VAR000
06
.555
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 9 iterations.
Component Transformation Matrix
Compone
nt
1 2 3 4 5 6 7 8
1 .410 .449 .446 .357 .308 .308 .255 .224
2 -.845 .172 .243 .268 .235 -.121 .211 -.107
3 -.054 .763 -.475 -.360 .050 -.165 .088 .148
4 .077 -.282 -.093 -.351 .881 -.042 .057 -.050
5 -.294 -.080 -.308 -.010 .030 .838 -.142 .297
6 -.004 -.316 -.240 .149 -.081 -.235 .604 .628
7 .106 -.025 -.274 .043 -.093 .276 .638 -.648
8 -.111 -.023 .530 -.724 -.236 .166 .297 .108
Rotation Method: Varimax with Kaiser Normalization.

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