Page 785 - MARSIUM'21 COMP OF PAPER

which is 4.031. In terms of standard deviation, empathy has the biggest dispersion (0.592), while customer satisfaction has the
lowest dispersion (0.553).

4.4 Normality Test

Skewness Kurtosis
N statistic SE Z-value statistic SE Z-value
Tangible 145 -0.153 0.201 -0.761 -0.504 0.400 -1.260
Assurance 145 -0.196 0.201 -0.975 -0.659 0.400 -1.648
Reliability 145 -0.168 0.201 -0.836 -0.504 0.400 -1.260
Responsiveness 145 -0.112 0.201 -0.557 -0.884 0.400 -2.210
Empathy 145 0.032 0.201 0.159 -0.663 0.400 -1.658
Customer satisfaction 145 -0.140 0.201 -0.697 -0.497 0.400 -1.243

Table 4.4 Normality Test

As a result, skewness and kurtosis were calculated for this study, and the findings are shown in the table above. According to
Field (2009), normality is determined by skewness and kurtosis (positive or negative) that must not exceed 1.96. For both
skewness and kurtosis, the Z-value ranges from -2.210 to -0.159. As a result of the outcome, the data can be categorized as
normally distributed.

4.5 Reliability Analysis

Variable Statement No. of item Cronbach’s Alpha
The Ninja Van branches use up to date services
equipment such weighing instrument.
The physical facilities that used by Ninja Van
branches are pleasing to the eye. 4 0.806
Tangible The personnel of Ninja Van branches are tidy and
well-dressed.
The physical facilities in Ninja Van branch look are
appropriate for the services offered by Ninja Van.
Employees at the ninja van branch are trustworthy.
Customers can be confident in their interactions
with personnel Ninja Van branches.
Assurance The Ninja Van branch staff is very courteous. 4 0.799
In order to accomplish their duties properly,
employees should receive enough support from the
Ninja Van's management.
Employees from Ninja Van branches are ready to
complete a task by a specified date.
When consumers have problems, the Ninja Van
Reliability staff are willing to help. 4 0.808
The Ninja Van staff deliver on their promises.
The personnel of Ninja Van branches keep
meticulous records.
Ninja Van employees notify customers when
service is complete.
Employees of Ninja Van branches provide prompt
Responsiveness service to customers. 4 0.814
Ninja Van employees are ready to assist consumers
at all times.
Employees at the Ninja Van branch took immediate
action on the issues raised.
Ninja Van employees provide close attention to each
customer individually.
Ninja Van branches are required to have operating 3 0.752
Empathy hours that are convenient for all of their customers.

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