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4.5.2 RELIABILITY TEST

Reliability Analysis is conducted to ensure that the results of variables used in this research are reliable
and sensible. The Cronbach’s Alpha is used to determine the reliability of the variables and is considered reliable if the
reliability coefficient is higher than 0.70 (Cronbach & Shavelson, 2004; Garth, 2008).

Table 4.6: Reliability Analysis

Construct Items Number of Cronbach’s Relationship
Items Alpha
Tiram Travel Sdn Bhd programme is
highly innovative.
Tiram Travel Sdn Bhd is successful at
generating innovative new service
ideas.
Tiram Travel Sdn Bhd is perceived by
Service Innovation its customer to be innovative. 5 0.914 Excellent
Tiram Travel Sdn Bhd constantly seeks
new ways to better service their
customers.
Tiram Travel Sdn Bhd is able to
modify their current service to meet
special requirements from customers.
When Tiram Travel Sdn Bhd promises
to do something by a certain time, it
does so.
When the customer have a problem,
Reliability Tiram Travel Sdn Bhd shows a sincere 4 0.781 Acceptable
interest in solving it.
Tiram Travel Sdn Bhd performs the
service right the first time.
Tiram Travel Sdn Bhd insists on error-
free records
I am confident in the brands endorsed
by Tiram Travel Sdn Bhd
Brand Endorsement I think the brands endorsed by Tiram 3 0.795 Acceptable
Travel Sdn Bhd have taste.
I am willing to buy the brand endorsed
by Tiram Travel Sdn Bhd.
Tiram Travel Sdn Bhd specializes in
serving the needs of particular client
segments or particular geographic
segments.
Tiram Travel Sdn Bhd specializes in
providing particular types of services
to their customer.
Tiram Travel Sdn Bhd is different
based on the quality of the services
Positioning offered. 6 0.839 Good
Tiram Travel Sdn Bhd is different
based on their network of branch
offices.
Tiram Travel Sdn Bhd is different
based on the competitively low prices
of services that they offer.
Tiram Travel Sdn Bhd is being among
the best in the market and have a
leading position.

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