CHAPTER IV

DATA PRESENTATION & ANALYSIS

4.1 Introduction
This chapter will focus on presenting the data which was gathered through the previous chapter of the research. The data pertaining to the ENHANCING CUSTOMER SATISFACTION BY IMPROVING PROCUREMENT FUNCTIONS IN THE SUPPLY CHAIN would be presented according to the questionnaire and findings. The sample characteristics will be illustrated graphically and the composition of the respondents would be also illustrated. The responses for each variable would be presented with statistical background.

The section 4.2 briefly describes the descriptive statistical analysis of Customer Satisfaction, Internal Delays for Authorizations, Supplier Selection and Payment Delays. This was further elaborated by showing the histograms of Customer Satisfaction, Internal Delays for Authorizations, Supplier Selection and Payment Delays using survey data.

The section 4.3 briefly describes the analysis of Customer Satisfaction, Internal Delays for Authorizations, Supplier Selection and Payment Delays. The factor analysis was used to identify the factors that affect Customer Satisfaction, the co-relation analysis was used to identify the behavioral and contextual situation of customers and chi-square and regression methods were used to identify the significant relationship between Customer Satisfaction, Internal Delays for Authorizations, Supplier Selection and Payment Delays. A hypothesis testing also carried out to prove the pre determined hypothesis validity as well.

The section 4.4 briefly describes the chapter summary by illustrating the various analysis of data received from the user questionnaires.

4.2 Descriptive Statistical Analysis

Internal Delays for Authorizations Table 4.1

INTERNAL AUTHORIZATION DELAYS Frequency Percent Valid Percent Valid 3.8 4.0 4.2 4.4 Total 11 55 21 13 100 11.0 55.0 21.0 13.0 100.0 11.0 55.0 21.0 13.0 100.0

Cumulative Percent 11.0 66.0 87.0 100.0

This above Table 4.1 suggests that most of the customers are agreed for that there is an internal authorization delay in the organization. The frequency level over 4.0 is the satisfied level and it shows that 89 people are agreed to the above variable.

Table 4.2 INTERNAL AUTHORIZATION DELAYS N Mean Mode Std. Deviation Skewness Kurtosis Minimum Maximum Valid Missing 4.072 4.000 0.169 0.553 -0.256 3.800 4.400 100 0

Figure 4.1

Supplier Selection Table 4.3 SUPPLIER SELECTION CONFLICTS Frequency Percent Valid Percent Valid 4.0 4.2 4.4 Total 63 20 17 100 63.0 20.0 17.0 100.0 63.0 20.0 17.0 100.0

Cumulative Percent 63.0 83.0 100.0

This above Table 4.3 suggests that most of the customers are agreed with the fact that there is a supplier selection process problem. The frequency level over 4.0 is the satisfied level and it shows that all the people (100) are agreed to this independent variable.

Table 4.4 Statistics SUPPLIER SELECTION CONFLICTS N Mean Mode Std. Deviation Skewness Kurtosis Minimum Maximum Valid Missing 4.108 4.000 0.154 1.011 -0.556 4.000 4.400 100 0

Figure 4.2

Payment Delays

Table 4.5 PAYMENT DELAYS Frequency Valid 3.8 4.0 4.2 4.4 Total 13 57 17 13 100 Percent 13.0 57.0 17.0 13.0 100.0 Valid Percent 13.0 57.0 17.0 13.0 100.0 Cumulative Percent 13.0 70.0 87.0 100.0

This above Table 4.5 suggests that most of the customers are agreed with the fact that there is a payment delay in procurement department. The frequency level over 4.0 is the satisfied level and it shows that 87 people are agreed to this variable as well.

Table 4.6 PAYMENT DELAYS Valid Missing 4.060 4.000 0.171 0.645 -0.127 3.800 4.400

N Mean Mode Std. Deviation Skewness Kurtosis Minimum Maximum

100 0

Figure 4.3

Customer Satisfaction

Table 4.7 CUSTOMER SATISFACTION Frequency Percent Valid Percent Valid 4.67 5.00 Total 37 63 100 37.0 63.0 100.0 37.0 63.0 100.0

Cumulative Percent 37.0 100.0

This above Table 4.7 suggests that most of the customers are affected by procurement management process in the organization. The frequency level over 4.0 is the satisfied level and it shows that all the people (100) are affected by the procurement management process that directly influences their individual satisfaction levels.

Table 4.8 CUSTOMER SATISFACTION Valid Missing 4.8767 5.0000 0.1617 -0.547 -1.736 4.670 5.000

N Mean Mode Std. Deviation Skewness Kurtosis Minimum Maximum

100 0

Figure 4.4

4.3 Inferential Statistical Analysis

Correlation Coefficient Table 4.9 The correlation matrix is shown below with the values of all the variables. TABLE 4.9 Correlation Matrix SS PD ** 0.844 0.919** 0.806** 0.806** -0.919** -0.773**

IA IA SS 0.844** PD 0.919** CS -0.754** N = 100

CS -0.754** -0.919** -0.773**

The correlation variables have been explained under Correlation Matrix. The above table shows that CS has a negative correlation (-0.754**) with IA indicating that if authorization delays increase the customer satisfaction will be decreased. The significance level remains at 0.01 levels. Likewise, the relationship of CS and SS, PD also significantly and negatively connected at 0.01 levels.

Testing of Hypothesis In this study, the researcher introduced 3 hypotheses. The Bivariate correlations of all the hypotheses at 0.01 levels of significance are shown as follows.

Table 4.8

Correlations
INTERNAL AUTHORIZATION DELAYS INTERNAL AUTHORIZATIO N DELAYS SUPPLIER SELECTION Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N PAYMENT DELAYS Pearson Correlation Sig. (2-tailed) N CUSTOMER SATISFATION Pearson Correlation Sig. (2-tailed) SUPPLIER SELECTION PAYMENT DELAYS CUSTOMER SATISFATION

0.844** .000 100 1

0.919** .000 100 0.806** .000 100 1

-0.754** .000 100 -0.919** .000 100 -0.773** .000 100 1

100 0.844** .000 100 0.919** .000 100 -0.754**

100 0.806** .000 100 -0.919** .000 100

100 -0.773** .000 100

.000 100 N **. Correlation is significant at the 0.01 level (2-tailed).

100

The first, second and third hypothesis and the null hypothesis are as follows. H1 There is a negative co-relation exists between internal authorization time and customer satisfaction. H01 There is a positive co-relation exists between internal authorization time and customer

satisfaction. H2 There is a negative co-relation exists between supplier selection of goods and customer

satisfaction. H02 There is a positive co-relation exists between supplier selection of goods and customer

satisfaction.

H3 There is a negative co-relation exists between supplier payment delays and customer satisfaction. H03 There is a positive co-relation exists between supplier payment delays and customer

satisfaction.

Regression Analysis

Table 4.9 Model Summaryb R Square Adjusted R Square

Model

1 0.754a 0.568 0.564 a. Predictors: (Constant), INTERNAL AUTHORIZATION DELAYS b. Dependent Variable: CUSTOMER SATISFATION

Std. Error of the Estimate 0.106

Table 4.10

Model

Coefficientsa Unstandardized Standardized Coefficients Coefficients

Sig.

(Constant) INTERNAL AUTHORIZATION DELAYS a. Dependent Variable: CUSTOMER SATISFACTION

B 7.808 -0.720

Std. Error 0.258 0.063

Beta -0.754 30.238 -11.361 7.54e-201 *** 6.55e-030 ***

Regression Equation CS = 7.808 0.720IA As per the equation above, it takes a negative value to say that when an authorization delay occurs inside the organization, the customer satisfaction gets increased. The P value of the same is 6.55e-030 *** and that is below the rejection level of 0.01. Therefore, H1 is accepted and H01 is rejected with 0.01 level of significance. Therefore, it can be assumed that there is a positive correlation exists between authorization delays and customer satisfaction.

Figure 4.4

Table 4.11

Model Summaryb Model R R Square Adjusted R Square 0.842 Std. Error of the Estimate 0.064

0.919a

0.844

a. Predictors: (Constant), SUPPLIER SELECTION b. Dependent Variable: CUSTOMER SATISFACTION

Table 4.12

Model

Coefficientsa Unstandardized Standardized Coefficients Coefficients

Sig.

(Constant) -0.919 SUPPLIER SELECTION a. Dependent Variable: CUSTOMER SATISFACTION

B 8.835 -0.964

Std. Error 0.172 0.042

Beta 51.323 -23.011 0.0000 *** 3.61e-117 ***

Regression Equation CS = 8.835 - 0.964SS As per the equation above, it takes a negative value to say that when a supplier selection problem occurs inside the organization, the customer satisfaction gets decreased. The P value of the same is 3.61e-117 *** and that is below the rejection level of 0.01. Therefore, H2 is accepted and H02 is rejected with 0.01 level of significance. Therefore, it can be assumed that there is a negative correlation exists between supplier selection and customer satisfaction.

Figure 4.5

Table 4.13

Model Summaryb Model R R Square Adjusted R Square 0.594 Std. Error of the Estimate 0.103

0.773a

0.598

a. Predictors: (Constant), PAYMENTDELAYS b. Dependent Variable: CUSTOMERSATISFACTION

Table 4.14

Model

Coefficientsa Unstandardized Standardized Coefficients Coefficients

Sig.

(Constant) -0.773 PAYMENT DELAYS a. Dependent Variable: CUSTOMER SATISFACTION Figure 4.6

B 7.834 -0.728

Std. Error 0.245 0.060

Beta 31.960 -12.075 3.95e-224 *** 1.44e-033 ***

Table 4.15 The summary of the hypothesis testing is as follows. Hypothesis There is a negative co-relation exists between internal authorization time and customer satisfaction There is a negative co-relation exists between supplier selection of goods and customer satisfaction There is a negative co-relation exists between supplier payment delays and customer satisfaction P Value 6.55e-030 *** 3.61e-117 *** 1.44e-033 *** Remarks Accepted Accepted Accepted

H1 H2 H3

As per the above analysis, all hypotheses have been accepted based on the level of 0.01** significance.

4.4 Chapter Summary

This chapter was initiated by analyzing the samples which were under consideration. The demographics of the data samples, distribution of questionnaire and the final response were presented in a table and a graphical format. The responses obtained for each variable was then illustrated. The composition of the respondents was then briefly introduced. A detailed illustration of responses according to the different variables was given, with supporting statistical analysis.

The descriptive analysis of Customer Satisfaction, Internal Delays for Authorizations, Supplier Selection and Payment Delays was elaborated through a frequency tables and a histograms. Then by using SPSS as a statistical tool the analysis of Customer Satisfaction, Internal Delays for Authorizations, Supplier Selection and Payment Delays was done by using factor, cluster and chi-squire methods. The above three methods were broadly described by using tables and charts having comparisons with each factors and clusters.

Finally all findings were presented in a summarized format and the hypothesis testing also has been carried out in a structural manner.