FE5056 Problem Solving Methods and Analysis

Submission of Summative Assessment

Assessment Detail
Module Code and Title FE5056NP Problem Solving Methods
and Analysis
Course Tittle BA (Hons) Business Administration
Level 5
Cohort Spring 2023
Credit Semester Long
Component Comp 001
Weight 30%
Assessment Tittle Individual Written Report (600Words)
Module Lecturer Mr. Arjun Prasad Sapkota

Submission Detail:

Student’s Name/s University ID

Anish Bhandari 22015997

Date of Submission 31h March 2023

Words Count 600

Anish Bhandari
FE5056 Problem Solving Methods and Analysis

Table of Contents

Title: An Examination of Factors Impacting Customer Satisfaction of flights from

Pokhara to Kathmandu of Yeti Airlines: A Case Study Analysis...............................1

Data Analysis Report.....................................................................................................1

Demographic Profile......................................................................................................1

Descriptive Analysis of the study variables................................................................4

Correlation Analysis of the Variables...........................................................................6

Regression Analysis of the Variable............................................................................8

Major Findings..............................................................................................................10

APPENDIX (SPSS OUTPUT)........................................................................................11

Table of Figures

Table 1: Demographic Profile of Respondents...........................................................2

Table 2:Descriptive Analysis of the study Variables..................................................4
Table 3: Correlation Analysis of the Variables............................................................6
Table4:Regression Analysis of the Variable................................................................8

Anish Bhandari
FE5056 Problem Solving Methods and Analysis

Title: An Examination of Factors Impacting Customer Satisfaction of

flights from Pokhara to Kathmandu of Yeti Airlines: A Case Study
Analysis

Data Analysis Report

The descriptive analysis of the study variables and the demographic profile of the
respondents were both presented and interpreted in this data analysis report.

Demographic Profile
Demographic profile refers to the collection of characteristics that describe a population
of individuals. In the context of a research study, it typically includes information such as
age, gender, education level, job title or position, years of experience, and industry
sector.

The table below provides information on the demographic profile of the customers who
have traveled on Yeti Airlines. The table presents data on four demographic variables,
including gender, age, education, and occupation.

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FE5056 Problem Solving Methods and Analysis

Table 1: Demographic Profile of Respondents

Frequenc
Demographic Variables Category y Percent

Gender Male 43 58.9

Female 29 39.7
Others
1 1.4
Age Below 18 years 9 12.3
18-25 years 55 75.3
25-35 years
6 8.2
Above 35 years 3 4.1
Education High School 16 21.9
Bachelor 48 65.8
Masters 3 4.1
PhD
4 5.5
Occupation Employed 15 20.5
Self-employed 8 11
Student 40 54.8
Unemployed
10 13.7
Have you ever travelled in Yeti
Airliness
73 100
How did you know about Yeti
Airlines? Friends or family 21 28.8
Friends Family, 1 1.4

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others
Internet 14 19.2

As per the demographics profile of the respondent presented in Table 1, out of 100
respondents, 39.7% were female, while 58.9% were male. In terms of age, 12.3% of
respondents were below the age of 2. The respondents' highest academic qualification
percentage was 65.8% which is of bachelor level and lowest academic qualification
percentage is 4.1 % which is of Masters. A participation rate of 54.8 % for students and
a self-employed employment participation rate of 11 percent.

Under the occupation category, the table provides data on the frequency and
percentage of customers with different types of occupations, including employed, self-
employed, student, and unemployed. The majority of the customers were students, with
a frequency of 40 and a percentage of 54.8%. The smallest group of customers were
self-employed, with a frequency of 8 and a percentage of 11%.

Finally, the table provides information on whether the customers have traveled on Yeti
Airlines before, with a frequency of 73 and a percentage of 100%. It also presents data
on how customers found out about Yeti Airlines, with the majority of customers (28.8%)
learning about the airline through friends or family.

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Descriptive Analysis of the study variables

Descriptive Statistics

Descriptive statistics are brief informational coefficients that summarize a given data
set, which can be either a representation of the entire population or a sample of a
population. Descriptive statistics are broken down into measures of central tendency
and measures of variability (spread).

Table 2:Descriptive Analysis of the study Variables

Variables Reliabilit Std.

Mean Skewness Kurtosis
y Deviation

Tangible 0.88 3.09 0.774 -0.618 0.789

Responsivenes
0.754 3.17 0.746 -0.946 0.735
s
Assurance 0.78 3.07 0.798 -0.723 0.014
Reliability 0.719 3.13 0.797 -0.696 0.412
Customer
0.748 3.04 0.772 -0.407 0.06
Satisfaction

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This table 2 provides descriptive statistics for five different variables related to service
quality related to a service quality evaluation, based on a sample size of 73
observations. The 1st column indicates the name of each variable, which includes
Average of Tangible, Average of Responsiveness, Average of Assurance, Average of
reliability and average of customer satisfaction.

The reliability column shows the reliability coefficient or Cronbach’s alpha ranges from 0
to 1. Table 2 showed that all of the variables have reliability value (i.e. Cronbach's alpha
values) greater than 0.7, which are under acceptable limit for measuring internal
consistency of items used for data collection

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Correlation Analysis of the Variables

Correlation analysis is a statistical method used to measure the strength of the linear
relationship between two variables and compute their association.

Table 3: Correlation Analysis of the Variables

Customer
Variables Tangible Responsiveness Assurance Reliability
Satisfaction

Tangible 1 0.756** 0.668** 0.585** 0.616**

Responsiveness 0.756** 1 0.590** 0.614** 0.557**

Assurance 0.668** 0.590** 1 0.627** 0.695**

Reliability 0.585** 0.614** 0.627** 1 0.583**

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Customer
0.616** 0.557** 0.695** 0.583** 1
Satisfaction

Note: ** indicates
correlation is
significant at the 0.01
level (2-tailed).

The correlation coefficient ranges from -1 to 1. A value of 1 indicates a perfect positive

correlation, which means that as one variable increases, the other variable increases
proportionally.

A value of -1 indicates a perfect negative correlation, which means that as one variable
increases, the other variable decreases proportionally. A value of 0 indicates no
correlation between the variables.

Here dependent variable is Customer Satisfaction and independent variables are

Tangible, Responsiveness, Assurance, Reliability, Customer Satisfactioncorrelation
coefficient below 0.36 is considered a weak correlation, while a correlation coefficient
between 0.36 and 0.67 is considered a moderate correlation.

Looking at the table 3, it seems that there are positive correlations between all
variables. Tangible has the strongest correlation with responsiveness (0.756) and the
weakest correlation with reliability (0.585). Responsiveness has the strongest
correlation with assurance (0.59) and the weakest correlation with customer satisfaction
(0.557). Assurance has the strongest correlation with customer satisfaction (0.695) and
the weakest correlation with reliability (0.627).

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 FE5056 Problem Solving Methods and Analysis

Regression Analysis of the Variable

Regression is a statistical technique used in the fields of finance, investing, and other
subjects that aims to establish the nature and intensity of the connection between a
single dependent variable (typically denoted by Y) and a number of independent factors.
(Known as independent variables).

(BEERS, 2022)

Table
4:Regression
Analysis of the
Variable

Independent Std.

variables B Std.Error Bela t P-value VIF

(Sig.)
(Constant) 0.491 0.304 1.615 0.111

Tangible 0.184 0.138 0.185 1.337 0.186 2.851

Responsivene
0.062 0.137 0.06 0.456 0.65 2.619
ss

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Assurance 0.417 0.116 0.431 3.603 0.001 2.139

Reliability 0.163 0.111 0.168 1.469 0.146 1.952

The intercept or constant term (B = 0.491), which represents the predicted value of the
dependent variable (Average of Customer Satisfaction) when all independent variables
are zero.

The standard error of the regression coefficients provides information on the precision
of the estimates. For example, the standard error for the coefficient of Average of
Assurance is 0.116.

The standardized regression coefficients (Beta) indicate the relative importance of each
independent variable in predicting the dependent variable, after controlling for the other
variables in the model. For example, the standardized coefficient for Average of
Assurance is 0.431, indicating that a one-standard deviation increase in Average of
Assurance is associated with a 0.431 standard deviation increase in Average of
Customer Satisfaction.
The t-value and associated p-value test the null hypothesis that the regression
coefficient is zero. For instance, the t-value for Average of Assurance is 3.603, with a
corresponding p-value of 0.001, indicating that the coefficient is statistically significant at
the 0.05 level.
The variance inflation factor (VIF) measures the degree of multicollinearity between
each independent variable and the other variables in the model. For instance, the VIF

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for Average of Assurance is 2.139, indicating that there may be some moderate
correlation between this variable and the other variables in the model.

Major Findings

Level of
significant
Hypotheses P value (Test Conclusion
value)

H1 There is a statistically significant effect of Accept

Tangible on customer satisfaction. 0.65 >0.05

H2 There is a statistically significant effect of

Responsiveness on customer satisfaction. 0.001 >0.05
Accept

H2 There is a statistically significant effect of

Assurance on customer satisfaction. 0.146 <0.05
Reject

H2 There is a statistically significant effect of

Reliability on customer satisfaction. 0.186 > 0.05 Accept

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FE5056 Problem Solving Methods and Analysis

If P value is greater than the Test value then it is called Accept null hypothesis, here, in
the Hypotheses of Tangible, Responsiveness and Reliability, The P value is greater
than the Test value which is Accept null hypothesis.

If P value is less than the Test value then it is called Reject null hypothesis, here, in the

Hypothesis of Assurance, The P value is less than the Test value so it is called Reject
null hypothesis

APPENDIX (SPSS OUTPUT)

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