Your temporary usage period for IBM SPSS Statistics will expire in 5913 days.

PRESERVE.
SET DECIMAL DOT.

GET DATA /TYPE=TXT

/FILE="C:\Users\rakib\Desktop\Customer Perception of Service Quality Dimens
ions of Uber Car in Bangladesh.csv"
/DELIMITERS=","
/QUALIFIER='"'
/ARRANGEMENT=DELIMITED
/FIRSTCASE=2
/DATATYPEMIN PERCENTAGE=95.0
/VARIABLES=
Timestamp AUTO
@1.Name AUTO
@2.Gender AUTO
@3.Pleaseselectwhichcategoryyoufallinto AUTO
@4.Age AUTO
@5.AreyouusingUberCarasaridesharingserviceinBanglades AUTO
@6.TheinteriorexteriorofUbercarsarevisualappealtothe AUTO
@7.DoestheGPSsystemtrackyouperfectly AUTO
@8.UberCararrivesatpickuplocationintime AUTO
@9.Ubercardriversarewellmanneredandcourteouswithpasseng AUTO
@10.Ubershouldworkonitscustomersafetyandsecuritypolicy AUTO
@11.DriversalwaysprovidetheserviceasUberpromised AUTO
@12.Uberdriversareempathetictocustomerswhorefacinganye AUTO
@13.DoyoufindthebehaviourofUberCardrivertrustworthy AUTO
@14.UberCardriverscooperatewithpassengersinusingalternat AUTO
@15.AtlatenightserviceUberCarincreasesthepricetoreach AUTO
@16.Promocodeordiscountaddsvaluetocustomersatisfactiont AUTO
@17.IamsatisfiedwiththecurrentserviceprovidedbyUberCa AUTO
/MAP.
RESTORE.
CACHE.
EXECUTE.

Data written to the working file.

18 variables and 117 cases written.
Variable: Timestamp Type: String Format : A28 One or more va
lues were truncated.

Page 1
Variable: @1.Name Type: String Format : A26 One or more va
lues were truncated.
Variable: @2.Gender Type: String Format : A6 One or more va
lues were truncated.
Variable: @3.Pleaseselectwhichcategoryyoufallinto Type: String Format : A7
7 One or more values were truncated.
Variable: @4.Age Type: String Format : A11
Variable: @5.AreyouusingUberCarasaridesharingserviceinBanglades Type: Strin
g Format : A3
Variable: @6.TheinteriorexteriorofUbercarsarevisualappealtothe Type: Number
Format : F1
Variable: @7.DoestheGPSsystemtrackyouperfectly Type: Number Format : F1
Variable: @8.UberCararrivesatpickuplocationintime Type: Number Format : F1
Variable: @9.Ubercardriversarewellmanneredandcourteouswithpasseng Type: Num
ber Format : F1
Variable: @10.Ubershouldworkonitscustomersafetyandsecuritypolicy Type: Numb
er Format : F1
Variable: @11.DriversalwaysprovidetheserviceasUberpromised Type: Number Fo
rmat : F1
Variable: @12.Uberdriversareempathetictocustomerswhorefacinganye Type: Numb
er Format : F1
Variable: @13.DoyoufindthebehaviourofUberCardrivertrustworthy Type: Number
Format : F1
Variable: @14.UberCardriverscooperatewithpassengersinusingalternat Type: Nu
mber Format : F1
Variable: @15.AtlatenightserviceUberCarincreasesthepricetoreach Type: Numbe
r Format : F1
Variable: @16.Promocodeordiscountaddsvaluetocustomersatisfactiont Type: Num
ber Format : F1
Variable: @17.IamsatisfiedwiththecurrentserviceprovidedbyUberCa Type: Numbe
r Format : F1

DATASET NAME DataSet1 WINDOW=FRONT.

PRESERVE.
SET DECIMAL DOT.

GET DATA /TYPE=TXT

/FILE="C:\Users\rakib\Desktop\Customer Perception of Service Quality Dimens
ions of Uber Car in Bangladesh.csv"
/ENCODING='UTF8'
/DELIMITERS=","
/QUALIFIER='"'
Page 2
 /ARRANGEMENT=DELIMITED
/FIRSTCASE=2
/DATATYPEMIN PERCENTAGE=95.0
/VARIABLES=
Timestamp AUTO
@1.Name AUTO
@2.Gender AUTO
@3.Pleaseselectwhichcategoryyoufallinto AUTO
@4.Age AUTO
@5.AreyouusingUberCarasaridesharingserviceinBanglades AUTO
@6.TheinteriorexteriorofUbercarsarevisualappealtothe AUTO
@7.DoestheGPSsystemtrackyouperfectly AUTO
@8.UberCararrivesatpickuplocationintime AUTO
@9.Ubercardriversarewellmanneredandcourteouswithpasseng AUTO
@10.Ubershouldworkonitscustomersafetyandsecuritypolicy AUTO
@11.DriversalwaysprovidetheserviceasUberpromised AUTO
@12.Uberdriversareempathetictocustomerswhorefacinganye AUTO
@13.DoyoufindthebehaviourofUberCardrivertrustworthy AUTO
@14.UberCardriverscooperatewithpassengersinusingalternat AUTO
@15.AtlatenightserviceUberCarincreasesthepricetoreach AUTO
@16.Promocodeordiscountaddsvaluetocustomersatisfactiont AUTO
@17.IamsatisfiedwiththecurrentserviceprovidedbyUberCa AUTO
/MAP.
RESTORE.
CACHE.
EXECUTE.

Data written to the working file.

18 variables and 117 cases written.
Variable: Timestamp Type: String Format : A28 One or more va
lues were truncated.
Variable: @1.Name Type: String Format : A26 One or more va
lues were truncated.
Variable: @2.Gender Type: String Format : A6 One or more va
lues were truncated.
Variable: @3.Pleaseselectwhichcategoryyoufallinto Type: String Format : A7
7 One or more values were truncated.
Variable: @4.Age Type: String Format : A11
Variable: @5.AreyouusingUberCarasaridesharingserviceinBanglades Type: Strin
g Format : A3
Variable: @6.TheinteriorexteriorofUbercarsarevisualappealtothe Type: Number
Format : F1
Page 3
Variable: @7.DoestheGPSsystemtrackyouperfectly Type: Number Format : F1
Variable: @8.UberCararrivesatpickuplocationintime Type: Number Format : F1
Variable: @9.Ubercardriversarewellmanneredandcourteouswithpasseng Type: Num
ber Format : F1
Variable: @10.Ubershouldworkonitscustomersafetyandsecuritypolicy Type: Numb
er Format : F1
Variable: @11.DriversalwaysprovidetheserviceasUberpromised Type: Number Fo
rmat : F1
Variable: @12.Uberdriversareempathetictocustomerswhorefacinganye Type: Numb
er Format : F1
Variable: @13.DoyoufindthebehaviourofUberCardrivertrustworthy Type: Number
Format : F1
Variable: @14.UberCardriverscooperatewithpassengersinusingalternat Type: Nu
mber Format : F1
Variable: @15.AtlatenightserviceUberCarincreasesthepricetoreach Type: Numbe
r Format : F1
Variable: @16.Promocodeordiscountaddsvaluetocustomersatisfactiont Type: Num
ber Format : F1
Variable: @17.IamsatisfiedwiththecurrentserviceprovidedbyUberCa Type: Numbe
r Format : F1

DATASET NAME DataSet2 WINDOW=FRONT.

COMPUTE Tangibility=MEAN(Tang1,Tang2).
EXECUTE.
COMPUTE Reliability=MEAN(Rel1,Rel2,Rel3).
EXECUTE.
COMPUTE Empathy=MEAN(Emp1,Emp2,Emp3).
EXECUTE.
COMPUTE Assurance=MEAN(Assu1,Assu2).
EXECUTE.
REGRESSION
/DESCRIPTIVES MEAN STDDEV CORR SIG N
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL CHANGE
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Customer_Satisfaction
/METHOD=ENTER Responsiveness Tangibility Reliability Empathy Assurance.

Regression
[DataSet2]

Page 4
 Descriptive Statistics
Mean Std. Deviation N
Customer_Satisfaction 3.74 .803 117
Responsiveness 3.50 1.056 117
Tangibility 3.6880 .72435 117
Reliability 3.7920 .59003 117
Empathy 3.8205 .62444 117
Assurance 3.5983 .79122 117

Correlations
Customer_Satis Responsivenes
faction s Tangibility Reliability
Pearson Correlation Customer_Satisfaction 1.000 .309 .383 .368
Responsiveness .309 1.000 .413 .462
Tangibility .383 .413 1.000 .428
Reliability .368 .462 .428 1.000
Empathy .363 .284 .256 .506
Assurance .530 .339 .377 .515
Sig. (1-tailed) Customer_Satisfaction . .000 .000 .000
Responsiveness .000 . .000 .000
Tangibility .000 .000 . .000
Reliability .000 .000 .000 .
Empathy .000 .001 .003 .000
Assurance .000 .000 .000 .000
N Customer_Satisfaction 117 117 117 117
Responsiveness 117 117 117 117
Tangibility 117 117 117 117
Reliability 117 117 117 117
Empathy 117 117 117 117
Assurance 117 117 117 117

Page 5
 Correlations

Empathy Assurance
Pearson Correlation Customer_Satisfaction .363 .530
Responsiveness .284 .339
Tangibility .256 .377
Reliability .506 .515
Empathy 1.000 .405
Assurance .405 1.000
Sig. (1-tailed) Customer_Satisfaction .000 .000
Responsiveness .001 .000
Tangibility .003 .000
Reliability .000 .000
Empathy . .000
Assurance .000 .
N Customer_Satisfaction 117 117
Responsiveness 117 117
Tangibility 117 117
Reliability 117 117
Empathy 117 117
Assurance 117 117

a
Variables Entered/Removed
Variables Variables
Model Entered Removed Method
1 Assurance, . Enter
Responsivene
ss, Empathy,
Tangibility,
Reliability b

a. Dependent Variable: Customer_Satisfaction

b. All requested variables entered.

Page 6
 Model Summary
Change Statistics
Adjusted R Std. Error of the R Square
Model R R Square Square Estimate Change F Change df1
a
1 .585 .343 .313 .666 .343 11.567 5

Model Summary
Change Statistics

Model df2 Sig. F Change

1 111 .000

a. Predictors: (Constant), Assurance, Responsiveness, Empathy, Tangibility, Reliability

a
ANOVA
Sum of
Model Squares df Mean Square F Sig.
b
1 Regression 25.619 5 5.124 11.567 .000

Residual 49.168 111 .443

Total 74.786 116

a. Dependent Variable: Customer_Satisfaction

b. Predictors: (Constant), Assurance, Responsiveness, Empathy, Tangibility, Reliability

a
Coefficients

Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) .761 .477 1.596 .113
Responsiveness .053 .069 .070 .769 .444
Tangibility .195 .100 .176 1.962 .052
Reliability -.019 .142 -.014 -.134 .894
Empathy .190 .117 .148 1.626 .107
Assurance .393 .095 .387 4.133 .000

Page 7
 a
Coefficients

Collinearity Statistics
Model Tolerance VIF
1 (Constant)
Responsiveness .724 1.382
Tangibility .735 1.361
Reliability .544 1.838
Empathy .714 1.400
Assurance .676 1.480

a. Dependent Variable: Customer_Satisfaction

a
Collinearity Diagnostics

Variance Proportions
Responsivenes
Model Dimension Eigenvalue Condition Index (Constant) s Tangibility
1 1 5.872 1.000 .00 .00 .00
2 .055 10.338 .02 .88 .00
3 .027 14.846 .07 .00 .19
4 .024 15.722 .03 .05 .66
5 .012 22.096 .65 .01 .15
6 .010 23.941 .24 .06 .00

a
Collinearity Diagnostics
Variance Proportions

Model Dimension Reliability Empathy Assurance

1 1 .00 .00 .00
2 .00 .02 .02
3 .00 .01 .81
4 .01 .21 .09
5 .02 .68 .01
6 .96 .09 .07

a. Dependent Variable: Customer_Satisfaction

CORRELATIONS

Page 8
 /VARIABLES=Customer_Satisfaction Tangibility Reliability Empathy Assurance
Responsiveness
/PRINT=TWOTAIL NOSIG
/STATISTICS DESCRIPTIVES
/MISSING=PAIRWISE.

Correlations

Descriptive Statistics
Mean Std. Deviation N
Customer_Satisfaction 3.74 .803 117
Tangibility 3.6880 .72435 117
Reliability 3.7920 .59003 117
Empathy 3.8205 .62444 117
Assurance 3.5983 .79122 117
Responsiveness 3.50 1.056 117

Correlations
Customer_Satis
faction Tangibility Reliability Empathy
** **
Customer_Satisfaction Pearson Correlation 1 .383 .368 .363 **

Sig. (2-tailed) .000 .000 .000

N 117 117 117 117
** **
Tangibility Pearson Correlation .383 1 .428 .256 **

Sig. (2-tailed) .000 .000 .005

N 117 117 117 117
** **
Reliability Pearson Correlation .368 .428 1 .506 **

Sig. (2-tailed) .000 .000 .000

N 117 117 117 117
** ** **
Empathy Pearson Correlation .363 .256 .506 1

Sig. (2-tailed) .000 .005 .000

N 117 117 117 117
** ** **
Assurance Pearson Correlation .530 .377 .515 .405 **

Sig. (2-tailed) .000 .000 .000 .000

N 117 117 117 117
** ** **
Responsiveness Pearson Correlation .309 .413 .462 .284 **

Sig. (2-tailed) .001 .000 .000 .002

N 117 117 117 117

Page 9
 Correlations
Responsivenes
Assurance s
Customer_Satisfaction Pearson Correlation .530 ** .309 **

Sig. (2-tailed) .000 .001

N 117 117
**
Tangibility Pearson Correlation .377 .413 **

Sig. (2-tailed) .000 .000

N 117 117
**
Reliability Pearson Correlation .515 .462 **

Sig. (2-tailed) .000 .000

N 117 117
**
Empathy Pearson Correlation .405 .284 **

Sig. (2-tailed) .000 .002

N 117 117
Assurance Pearson Correlation 1 .339 **

Sig. (2-tailed) .000

N 117 117
**
Responsiveness Pearson Correlation .339 1

Sig. (2-tailed) .000

N 117 117

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

RELIABILITY
/VARIABLES=Responsiveness Customer_Satisfaction Tangibility Reliability Emp
athy Assurance
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/STATISTICS=DESCRIPTIVE SCALE CORR COV.

Reliability
Scale: ALL VARIABLES

Page 10
 Case Processing Summary
N %
Cases Valid 117 100.0
a
Excluded 0 .0

Total 117 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items
.781 .797 6

Item Statistics
Mean Std. Deviation N
Responsiveness 3.4957 1.05556 117
Customer_Satisfaction 3.7350 .80294 117
Tangibility 3.6880 .72435 117
Reliability 3.7920 .59003 117
Empathy 3.8205 .62444 117
Assurance 3.5983 .79122 117

Inter-Item Correlation Matrix

Responsivenes Customer_Satis
s faction Tangibility Reliability Empathy
Responsiveness 1.000 .309 .413 .462 .284
Customer_Satisfaction .309 1.000 .383 .368 .363
Tangibility .413 .383 1.000 .428 .256
Reliability .462 .368 .428 1.000 .506
Empathy .284 .363 .256 .506 1.000
Assurance .339 .530 .377 .515 .405

Page 11
 Inter-Item Correlation Matrix

Assurance
Responsiveness .339
Customer_Satisfaction .530
Tangibility .377
Reliability .515
Empathy .405
Assurance 1.000

Inter-Item Covariance Matrix

Responsivenes Customer_Satis
s faction Tangibility Reliability Empathy
Responsiveness 1.114 .262 .315 .288 .187
Customer_Satisfaction .262 .645 .223 .174 .182
Tangibility .315 .223 .525 .183 .116
Reliability .288 .174 .183 .348 .186
Empathy .187 .182 .116 .186 .390
Assurance .283 .337 .216 .240 .200

Inter-Item Covariance Matrix

Assurance
Responsiveness .283
Customer_Satisfaction .337
Tangibility .216
Reliability .240
Empathy .200
Assurance .626

Scale Statistics
Mean Variance Std. Deviation N of Items
22.1296 10.434 3.23024 6

Page 12