Page 333 - MARSIUM'21 COMP OF PAPER

Jamy Ong & Adaviah (2022)

Table 4.8 Result of Reliability Test

Table above shows the outcome of reliability analysis for this research. All values are in within the reliable range. Thus, all
variables are reliable and acceptable in this research.

4.7 Inferential Analysis
4.7.1 Multicollinearity Analysis

Collinearity Statistics
Construct
VIF Tolerance
Tangible 4.095 0.244
Assurance 3.242 0.308
Responsiveness 2.588 0.386
Reliability 4.426 0.226
Empathy 5.062 0.198
Table 4.9 Multicollinearity Analysis
The variance inflation value should be smaller than 10 and the tolerance value need to be greater than 0.1 (Hair et al.,1998).
As stated in Table 4.31, the tolerance value is more than 0.1 and the VIF value are smaller than 10. Thus, it can be concluded
that no multicollinearity problem occurred among all independent variables used in this research.

2
R 2 R Adjusted
Customer 0.622 0.611
Satisfaction
Table 4.10 R Square and R Square Adjusted
2
Table above shows the R value is 0.622 which specify that approximately 62.2% of the variant in dependent variable which
is customer satisfaction is describe by the independent variable which are tangible, assurance, responsiveness, reliability and
2
empathy. The R in this research is considered moderate but still acceptable to conduct the research (Joseph et al., 2018).

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