4) Which bank is more secure according to you?
a ICICI b HDFC c SBI d BOB
ANALYSIS OF CHI SQUARE TEST OF INDEPENDENCE
Chi square test of independence
Hypothesis:
H0: Preference towards public/private sector banks and age group are independent of each other.
H1: Preference towards public/private sector banks and age group are dependent of each other.
 where
Fo= observed frequency
Fe= expected frequency for each cell
Fe=(frequency for the column)(frequency for the row)/n
Calculation
observed frequency
|
|
Age group
|
|
Preference towards banks
|
18-25
|
26-35
|
36-45
|
46-55
|
55 and above
|
Total of raw
|
Public sector banks
|
13
|
21
|
31
|
36
|
16
|
117
|
Private sector banks
|
22
|
16
|
23
|
19
|
3
|
83
|
Total of column
|
35
|
37
|
54
|
55
|
19
|
200
|
Expected frequency
|
|
Age group
|
Preference towards banks
|
18-25
|
26-35
|
36-45
|
46-55
|
55 and above
|
Public sector banks
|
20.475
|
21.645
|
31.59
|
32.175
|
11.115
|
Private sector banks
|
14.525
|
15.355
|
22.41
|
22.825
|
7.885
|
Fo
|
Fe
|
Fo-Fe
|
(Fo-Fe)^2
|
[(Fo-Fe)^2]/Fe
|
13
|
20.48
|
-7.48
|
55.95
|
2.73
|
21
|
21.64
|
-0.64
|
0.41
|
0.02
|
31
|
31.59
|
-0.59
|
0.35
|
0.01
|
36
|
32.18
|
3.82
|
14.59
|
0.45
|
16
|
11.12
|
4.88
|
23.81
|
2.14
|
22
|
14.53
|
7.47
|
55.80
|
3.84
|
16
|
15.36
|
0.64
|
0.41
|
0.03
|
23
|
22.41
|
0.59
|
0.35
|
0.02
|
19
|
22.83
|
-3.83
|
14.67
|
0.64
|
3
|
7.89
|
-4.89
|
23.91
|
3.03
|
χ2Cal = 12.91
|
Degree of freedom=(R-1)*(C-1)
= (2-1)*(5-1)
=4
Confidence level = 95 %
Therefore χ2tab = 9.49
Now in this case χ2cal > χ2tab hence null hypothesis is rejected and alternative hypothesis is accepted.
Conclusion: Preference towards public/private sector banks and age group are dependent on each other.
Strength of contingency co efficient:
Cramour’s value =[Φ/Min (r-1) or (c-1)]^½
Now
Φ = [χ2 / n ]½
= 0.25
Hence
Cramour’s value = [Φ/Min (r-1) or (c-1)] ^½
= 0.5
Upper limit = [(r-1)/r] ^½
= 0.70
Now
Out of 0.70, strength = 0.5
Therefore strength = 0.5/0.70
= 71.42 %
SERVQUAL ANALYSIS
Calculation of servqual scores for ICICI bank
|
Dimension
|
Statement
|
Expectation Score
|
Perception Score
|
Reliability'>Gap Score
|
Average for Dimension
|
Reliability
|
1
|
6.8
|
4.4
|
2.4
|
1.35
|
|
2
|
5.8
|
5.2
|
0.6
|
|
3
|
4.8
|
4
|
0.8
|
|
4
|
5.2
|
3.6
|
1.6
|
Tangibility
|
5
|
6.5
|
5.8
|
0.7
|
0.46
|
|
6
|
6
|
5.4
|
0.6
|
|
7
|
5.6
|
5.4
|
0.2
|
|
8
|
5.8
|
5.6
|
0.2
|
|
9
|
6
|
5.7
|
0.3
|
|
10
|
5.6
|
5.5
|
0.1
|
|
11
|
5.4
|
5
|
0.4
|
|
12
|
5
|
3.8
|
1.2
|
Responsiveness
|
13
|
5.2
|
3.8
|
1.4
|
1.45
|
|
14
|
4.8
|
3.2
|
1.6
|
|
15
|
4.3
|
2.9
|
1.4
|
|
16
|
3.5
|
1.9
|
1.6
|
|
17
|
4.5
|
3.25
|
1.25
|
Assurance
|
18
|
5.6
|
2.7
|
2.9
|
1.74
|
|
19
|
4.7
|
2.2
|
2.5
|
|
20
|
5.6
|
3.6
|
2
|
|
21
|
6.5
|
5.9
|
0.6
|
|
22
|
5.7
|
4.3
|
1.4
|
|
23
|
5.5
|
4.5
|
1
|
Empathy
|
24
|
6.7
|
6.3
|
0.4
|
0.68
|
|
25
|
5.75
|
5.67
|
0.08
|
|
26
|
6
|
4.9
|
1.1
|
|
27
|
6.6
|
5.9
|
0.7
|
|
28
|
6.2
|
5.1
|
1.1
|
|
|
|
|
|
|
Unweight Average SERVQUAL score:
|
1.136
|
Reliability
|
1.35
|
Tangibility
|
0.46
|
Responsiveness
|
1.45
|
Assurance
|
1.74
|
Empathy
|
0.68
|
Gap score
|
Dimension
|
Minimum
|
Tangibility
|
Maximum
|
Assurance
|
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