BUSINESS STATISTIC

PPB3063

GROUP ASSIGNMENT

INFLUENCE OF WIFI PERFORMANCE ON STUDENTS

SATISFICATION

NO GROUP MEMBERS MATRIK NUMBER

1 PRIYATHARSHINI SARAVANAN D20201092729

2 JOSHITASHRIA RAMAKRISHNA D20201092724

3 KUGANASSRI A/P P RAMARAO D20201092705

4 NUR SHALIA SHAMIRA BINTI D20201092658

SOFIAN

5 DUNESHA THAMODARAN D20201092650

LECTURER’S NAME PROF MADYA DR. ZURAIDAH BINTI ZAINOL

 NO TABLE OF CONTENT PAGE

1 RESEARCH TITLE 3

2 ABSTRACT 4

3 RESEARCH OBJECTIVES 5

4 RESEARCH FRAMEWORK AND HYPOTHESIS 5-8

5 SAMPLE AND SAMPLING 8-9

6 INSTRUMENTS AND MEASUREMENTS ITEMS 10

7 DATA ANALYSIS TECHNIQUE (DESCRIPTIVE AND 11-16

INFERENTIAL STATISTICS)

8 RESULT AND INTERPRETATION OF THE OUTPUT 17

9 IMPLICATION AND LIMITATION 18-19

10 CONCLUSION 20

1.0 RESEARCH TITLE

We are semester 3 Finance students (AE14) of session 2021/2022 from the Faculty of
Management and Economics have conducted a research to figure out students’ satisfaction
with their Wi-Fi performance on their perspective. This study was conducted to complete our

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Business Statistics assignment. This survey aims to identify whether the Wi-Fi provided is
easy to access and meets the needs of students. Advances in internet connectivity nowadays
have led to an increase in internet usage among students. All tasks that need to be done
should involve the use of the internet. A questionnaire method using Google forms was
provided to obtain data on students' experiences in using Wi-Fi access. This form was
distributed among students of the Sultan Idris University of Education and has received 155
responses. There are five levels of rating scales that students can choose according to their
convenience and experience.

2.0 ABSTRACT

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 Institutional Wi-Fi services, especially during the COVID-19 epidemic, are crucial in

assisting students in their learning process. However, there are few research in Malaysian

University’s about the impact of Wi-Fi on student happiness. As a result, the purpose of this

research is to look at the impact of Wi-Fi service quality on student satisfaction, especially at

University Pendidikan Sultan Idris. The impact of reliability, tangibility, responsiveness,

assurance and empathy on students' satisfaction with Wi-Fi performance is specifically

investigated in this study. The research was conducted using quantitative and single cross-

sectional studies.

The survey questionnaires were completed by a total of 155 students. According to

the results of a multiple regression analysis, students' happiness is influenced by reliability,

tangibility, responsiveness, assurance and empathy. According to the findings,

responsiveness is the most important element affecting student happiness. The goal of this

study is to inform university administration on how to enhance Wi-Fi performance for

students. The relation between variables of the study is explained using this hypothesis. The

level of attainment of Wi-Fi usability, investigating the quality of Wi-Fi offered, and the level

of scale that students were given regarding their experience with Wi-Fi were the independent

factors for this study. According to the findings, responsiveness is the most important

element impacting student contentment. The goal of this study is to educate the university

administration on how to optimize Wi-Fi performance of the pupils. In addition, the

availability of Wi-Fi network can reduce students from having to go out face to face at the

computer center to get a Wi-Fi network to complete assignments.

3.0 RESEARCH OBJECTIVES

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 1. This research is to figure out students’ satisfaction with their Wi-Fi

performance on their perspective.

2. This research was also conducted to identify the level of achievement of Wi-Fi

coverage among students.

3. To make a study on the scale that has given by students while using Wi-Fi.

4.0 RESEARCH FRAMEWORK AND HYPOTHESIS

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4.1 RESEARCH FRAMEWORK

This study was to examine the influence and level of Wi-Fi achievement among

students. This is also to study the effectiveness of the use of Wi-Fi to complete tasks among

students, especially university’s students. The study also allows the researcher to relate the

results of the study to existing knowledge.

The term "reliability" refers to the ability to consistently and reliably deliver on a

promise. In the educational environment, reliability refers to an institution's ability to provide

services to its students, such as the ability for students to access the institution's services at

any time and from any location. According to the article, previous studies have found a link

between reliability and student happiness. According to Alsheyadi and Albalushi (2020),

reliability has a favourable impact on student satisfaction. Meanwhile, this study discovered

that students' contentment is determined by their study's reliability.

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 \The quality of the institutions' physical facilities, machinery, materials, and workers'

presence is defined as tangibility. Physical installations, services, personnel, and methods of

communication are also classified as tangible. Students would lose interest in a tangible

dimension due to a lack of facilities, such as the completeness of academic support facilities

and a visually appealing environment, as well as the institution's appearance based on

complete and modern equipment and support services, according to the findings. A previous

study found that tangibility had an impact on student satisfaction. Students' pleasure is

influenced by tangibility, according to Alsheyadi and Albalushi (2020). Their findings are

likewise comparable; tangibility is a key factor in affecting pupils' contentment.

Responding to consumer needs in a timely and flexible manner is defined as

responsiveness. The trait or habit of coming or being ready on time or punctually is referred

to as timely. In this light, it has been suggested that responsiveness is vital in winning

students' trust and influencing their service quality assessments. The quickness with which

staff responds to student complaints, their care, and their desire to help students are all

markers of responsiveness. It demonstrates that responsiveness and student satisfaction have

a significant and favourable link. Furthermore, noted that responsiveness has a significant

impact on student satisfaction. Meanwhile, Alsheyadi and Albalushi (2020) discovered that

responsiveness had an impact on students' academic happiness.

Empathy is described as the ability of service providers to provide each learner unique

attention. Understanding students' needs, eagerness to assist them, readiness to guide and

advise them, and providing personal attention are all said to be essential elements in

increasing student satisfaction. As a result, the ability of the staff to communicate and pay

attention to children is critical. In this light, it is discovered that empathy has a significant

impact on student satisfaction. Ideris et al. (2016) found that empathy had a large and

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favourable impact on students' satisfaction. As a result, concentrating on these areas is critical

for increasing student happiness.

4.2 HYPOTHESIS

H1: There is an influence of reliability on students’ satisfaction towards Wi-Fi service.

H2: There is an influence of tangibility on students’ satisfaction towards Wi-Fi service.

H3: There is an influence of responsiveness on students’ satisfaction towards Wi-Fi services.

H4: There is an influence of empathy on students’ satisfaction towards Wi-Fi services

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5.0 SAMPLE AND SAMPLING

Research design can be defined as a guideline to ensure the information or data

collected will be relevant and useful for the purpose of the research. Sample is a statistically
significant portion or the specific group of a population that researchers will collect data
from. The sample will then be studied for an analysis to get information about the whole
population. The respondents that have participated in this research are the people chosen from
a larger population for the purpose of doing a survey. For population, it can be defined as an
entire group of all items or individuals that researchers want to draw conclusions about.

In this research, we used quantitative data as the approach to obtain data and
information from the respondents. Quantitative research focuses specifically on statistical
analysis of numerical data collected through the use of large-scale survey research, such
method would be the use of questionnaires. In quantitative approach, we primarily distribute
the questionnaires in order to get the respondents to answer some of the research questions.
Other than that, we also use the probability sampling method which is the simple random
sampling technique. It is a basic sampling technique where the researchers select a group of
items or individuals (a sample) for study from a larger group (a population). Based on this
research, each individual is chosen entirely by chance or at random, and each of the member
of the population has an equal chance or probability of being selected.

The specific target population used for this research was based on the students in
Politeknik Tuanku Syed Sirajuddin, Perlis. The researchers’ sample criteria are among
students that use the wifi service during the pandemic of Covid-19. The sample size is the
number of the target respondents that are selected among the population while distributing
the survey questionnaires. By using Krejcie & Morgan table (Krejcie & Morgan, 1970), the
approximate of total sample that we managed to collect for this research are 155 respondents,
even though the only needed sample to use for this research are 150 respondents.

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6.0 INSTRUMENTS AND MEASUREMENTS ITEMS

In research and study, instrument is important to measure and achieve the objective of

research. It helps in determining whether the data are recovering the research or not. It is

commonly used to quantify variables. The online survey strategy, also known as online

questionnaires, was chosen because it is the most appropriate strategy to utilize in the current

circumstance, since researchers must avoid physical contact and social distance, and it is also

the most cost-effective. Not only that, but the survey is extremely adaptable and user-friendly

to responders. Respondents will find it easier to complete the scaling and ranking tasks using

this survey. Finally, respondents will show their satisfaction in a variety of ways.

PART A

Consists of general information such as Gender and Semester.

PART B

Consists of questions regarding wifi service quality. There would be fifteen questions that use

element of service quality that respondent must answer about Wifi Service at UPSI.

Part C

Consists of questions related to empathy. There would be three questions that use element of

satisfaction that students must answer about upsi wifi service

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7.0 Data Analysis Technique (Descriptive and Inferential Statistics)

Data analysis is about the process of collecting, modeling, and analyzing data to

choose insights that support decision-making. We can use several methods or techniques to

do this analysis depending on the industry and the purpose of the analysis. Descriptive

statistics and graphs give a numerical process to conclude the data in a way that is

understandable. This statistics involves mean, mode, median range, frequency, and standard

deviation. In this study, we gathered all of the respondent’s data and presented it in a bar

chart and histogram. While we use inferential to determine the observed difference between

groups which can be trusted or the probability of it happening by chance in this study. We

used this statistics to compute the conclusion in Independent T-Test, Annova, and Multiple

Regression.

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Demographic Analysis (frequencies)

Table 1 and the figure shows that there are 94 males and 56 females with the percentage of

62.7% and 37.3% respectively among 150 respondents.

Table 2 and the figure shows the semester of the students with their respective frequency.

Semester 3 holds the highest number of frequency 69 and continued by semester 7 with a

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frequency of 24. Meanwhile frequency of 23 belongs to semester 4 and the fourth place

holder will be semester 5 with the frequency 13. Semester 1 and 2 has the same number of

frequency 8. The absolutely least number of frequency 5 by semester 6. The total number of

this frequencies are 150.

7.1 INFERENTIAL STATISTIC

Independent T-Test

This study would like to compare students satisfaction in accordance to their gender. Based

on output above, can we conclude that there is different in terms of consumer perceived value

across gender across gender.

Firstly, we should develop a hypothesis for the student’s satisfication, which is H 0 : μm

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μf while H1: μm ≠ μf . Next, we should check the Levene’ test for the equality of variances

results. According to the rules of T-test, if p value is lower than 0.05, then reject the H 0. Now

the p-value is (0.002) which is lower than a (0.05). Then, reject the H 0. There is a significant

difference in students’s satisfication between gender at a=0.05 which students’s satisfication

for male(3.5000) is higher than female(3.9643).

One- Way Anova

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Firstly, we should develop hypothesis, which is H0: µ1 = µ2 = µ3 = µ4 = µ5 while H1: Not

all µ are equal where 1= strongly disagree, 2= disagree, 3= uncertain, 4= agree and 5= stronly

agree. Then, we should check the hypothesis testing. Now, p-value is ( 0.000) which is less

than a (0.05), therefore reject the H0, indicating that there is a significant difference in

students satisfication towards in Wi-fi performance in Upsi between gender.

Multiple Regression Analysis

In this study, we need to determine the factors to influence customer perceived value. Based

on the theorical foundation, we tasted four variables as reliability, tangible, responsiveness,

and empathy.

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Based on the model summary, the multiple correlation coefficient, R = 0.898, which indicates

strong positive correlation between students satisfaction and four variables which is

reliability, tangible, responsiveness, and empathy.. R square value is the amount of variation

in the independent variables that can be clarified by independent variables. R square is 0.806,

indicating that the variation in students satisfaction is explained by variation in reliability,

tangible, responsiveness, and empathy.

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H1: There is an influence of reliability on students’ satisfaction towards Wi-Fi service.

Hypothesis 1 was confirmed, suggesting that reliability has a considerable and beneficial

impact on student satisfaction. Ariyanto et al. (2020) and Ideris et al. (2016) found that

reliability affects student satisfaction. University’s Wi-Fi services were accessible, well-

managed, and consistent. Although the pupils were pleased with the services, it was only to a

moderate degree. As a result, University Pendidikan Sultan Idris must upgrade Wi-Fi services

to the highest degree possible in order to improve student satisfaction, particularly in terms of

internet speed.

H2: There is an influence of tangibility on students’ satisfaction towards Wi-Fi service.

According to the second hypothesis, student happiness with Wi-Fi usage has a

significant impact. Furthermore, the second hypothesis' assertion is also supported. These

findings are also in line with those of Alsheyadi and Albalushi (2020) and Ideris et al. (2016),

who found that student happiness is influenced by existence. The Wi-Fi service supplied has

a significant influence and can help students manage all of the duties assigned more

efficiently without having to worry about the network.

H3: There is an influence of responsiveness on students’ satisfaction towards Wi-Fi

services.

Hypothesis 3 is also validated, which suggests that boldness has an impact on student

satisfaction with Wi-Fi services. This finding is in accordance with those of Abheyadi and

Allalushi (2020) and Ariyanto et al. (2020), both of whom discovered that responsiveness

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affects student satisfaction. When students used the Wi-Fi, they felt completely safe. They

also might conduct searches at any time and from any location.

H4: There is an influence of empathy on students’ satisfaction towards Wi-Fi services

Finally, the results of Hypothesis 4 showed that empathetic has a large and favourable

impact on student fulfillment. Hypothesis 4 was thus found to be true. It agreed with the

findings of Alsheyadi and Albalushi (2020) and Ideris et al. (2016), whose discovered that

empathetic had a large and favourable impact on student satisfaction. Personal caring and

individualised attention were important to the students. As a result, they enjoyed using the

free Wi-Fi services provided to keep up with their social media platforms and share their

experiences. They also recommended their friends to use the services due to the lack of

obstacles. These are the characteristics that impact how satisfied students feel when they are

shown empathy.

7.2 Result and Interpretations of the output

Demographic

Figure 1: Gender of the Respondents

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 According to figure 1, the bar chart shows the information about the ratio of female

and male. Among 150 respondents, there were 94 male respondents and 56 were female

respondents. We can see that there are more male respondents than female respondents.

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 Figure 2: Semester of the respondents

Figure 2 shows the semester of the respondents. A total of 68 respondents were from

semester 3, 24 respondents from semester 7, 23 respondents from semester 4, 13 respondents

from semester 5, 8 respondents from semester 1, 7 respondents from semester 2 and 5

respondents from semester 6. This means the most of the respondents who completed the

questionnaire were from semester 3 and the least were from semester 6.

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8.0 RESULTS AND INTERPRETATION OF THE OUTPUT

This section consists of results and interpretation towards the relationship between

students satisfaction and wifi services during the pandemic at Universiti Pendidikan Sultan

Idris, Tanjung Malim. The questionnaire is divided into three sections, section A contain

general information about the respondent. Section B includes service quality. Section C

contains student satisfaction.

Data gathered from respondents were analyzed using Statistical Package for Social

Science (SPSS). SPSS is a data management and analysis program which is designed to do

statistical procedures like analysis, including descriptive statistics as well as sophisticated

inferential statistical procedures. A frequency analysis was run, and data was cleaned to

ensure that data were correctly coded and entered. Descriptive statistics consist of means,

percentages, and frequencies.

Table 1 : Respondent General Information

Measure Frequency Mean

Students satisfaction Male 94 3.5000

Female 56 3.9643

As presented in Table 1 male respondent is higher (%) than female respondent (%) in

service quality which is the mean for male respondent is 3.5000 while mean for female is

3.9643.

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Table 2 : Coefficient for services quality

Factors Unstandardized B Standardized Beta

Reliability -0.348 0.078

Tangibility 0.054 0.076

Responsiveness 0.886 0.076

Empathy 0.193 0.095

As presented in Table 2, the highest satisfaction by most of respondent is responsiveness

which is the unstandardized is 0.886 and after standardized is 0.076. While followed by the
second amount of satisfaction is empathy which is coefficient is 0.193 unstandardized and
after standardize the coefficient is 0.095. The third highest is choices which is its coefficient
is 0.054 and after standardize it become 0.076 is tangibility.. Lastly, the lowest factor is
reliability where the coefficient is -0.348 and after standardize it become 0.078.

The conclusion is, most of respondent reach the maximum satisfaction at responsiveness.
Most of respondent are focusing at responsiveness than empathy, tangibility, and reliability.
Mostly the responsiveness offered by this wifi service is highly satisfied.

9.0 IMPLICATION

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 Our group investigated the relationship between the WI-FI service and Universiti

Pendidiakan Sultan Idris students during the COVID-19 pandemic in Tanjung Malim. We

received 153 responses through this survey. There are some important implications that we

were able to observe. These implications may potentially increase the WI-FI service in

University which also acts as a learning tool among the students by analyzing the overall

findings on the study.

From these observations, there is an implication that the different age groups do not

show a significant difference in their perception of usage of WI-FI when it comes to learning.

Hence the age group of students do not seem to play a role in the student’s satisfaction and

usage of WI-FI.

Despite there being more male respondents providing feedback, we were able to note

that the satisfaction of using WI-FI, was higher among the female population. However, the

male population was generally happier with the WI-FI service provided. Hence this

observation, highlights that both gender groups had different reasons to utilize the WI-FI.

Besides, the semester of students also does not make a difference in the influence of WI-FI.

10.0 LIMITATIONS

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 Several limitations have been observed throughout the time of conducting this study

and it is important to be highlighted so that the future researchers can learn and acknowledge

them.

Due to this Covid-19 pandemic, we are having difficulties in obtaining data in a

tradition way and this is why we have to conduct an online survey to obtain information or

data about the relationship between Universiti Pendidikan Sultan Idris students and the WI-FI

service provided during pandemic in Tanjung Malim. For us, conducting an online survey

was challenging. Moreover, our surveys were specified to UPSI students only. The sampling

was not effectively random sampling.

We expect that respondents will be genuine when providing information in online

surveys. People are not always genuine about their age or gender, which can cause statistics

to be inaccurate. To eliminate user error, which can lead to replication of results, online

surveys need respondents to have a good understanding of how to use a computer and a lot of

expertise. This has an impact on the quality of the data we gathered.

Individuals who shared a common responsibility in the advertised topic were chosen

to respond. People who are illiterate or unable to use a computer were excluded from online

questionnaires, making them skewed. Self-selection results in a systematic bias in which

some people engage in surveys while others refuse the invitation.

Furthermore, several of the items in our questionnaire were closed-ended in nature.

We believe that respondents would have been able to express their ideas and feelings about

the WI-FI service more freely if the questions had been open ended.

11.0 CONCLUSION

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 Some conclusions about the study can be drawn from the research results and

responses to the research open-ended questions. In general, this article uses a questionnaire

survey to conduct a sample survey to find out the influence of WI-FI performance on

student’s satisfaction. The sample for this study is 150 students which is 37.3% of the

respondents were female and 62.7% were male respondents. Most of the respondents were

between 19 and 21 years old. According to the result, most of the students are satisfied with

WI-FI. Only a small percentage of students have said they are less satisfied and also not

satisfied with the WI-FI. Lastly, we can conclude that the management of the university

might check the internet connection so that all the students could gain benefits from it.

12.0 REFERENCE

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 Grazioli, S. & Jarvenpaa, S. L. (2000). Perils of internet fraud: An empirical investigation

of deception and trust with experienced internet consumers' IEEE Trans. Syst. Man

Cybern. A. Syst. Hum. doi:2000;30(4):395-410.

Journal of Computer Science 2 (1): 13-18, 2006. Adel Ismail Al-Alawi,College of

Information Technology University of Bahrain, P.O.WiFi Technology: Future Market

Challenges and Opportunities.

Krejcie, R. V. & Morgan, D. W. (1970). Determining sample size for research activities,

Educational and Psychological Measurement, 30, 607-610.

M.D. Di Benedetto, A. D’Innocenzo, G. Pola, C. Rinaldi, F. Santucci. Center of

Excellence DEWS, University of L’Aquila. A Theoretical Framework for Control over

Wireless Networks.

Routley, N. (2017). Map: Internet censorship around the world. Visual Capitalist.

http://www.visualcapitalist.com/internet-censorship-map/

"WiFi plays a key". (October, 25). Why WiFi is so important to university students.

konnectifi. Retrieved from https://konnectifi.com/blog/why-wifi-is-so-important-to-

university-students/

Wordvice Hj. (2021, December 13). How to Present Study Limitations and Alternatives.

WORDVICE. Retrieved from https://blog.wordvice.com/how-to-present-study-

limitations-and-alternatives/

13.0 APPENDIX (ARTICLES & QUESTIONNAIRE)

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Link article : https://www.researchgate.net/publication/350825660_Influence_of_Wi-

Fi_Performance_on_Students'_Satisfaction

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Google form link: https://docs.google.com/forms/d/e/1FAIpQLSe9xs8bCz-

B5VPqGd765P1KB2UKz3sE3hkg4z5RIYhyHm6wqg/viewform?usp=sf_link

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Questionnaire approval

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