Global Journal of Management and Business Research, E: Marketing, Volume 22 Issue 2

iii. Hypothesis Testing: Null Hypothesis (H0) = Overall Service Quality does not depend on tangibility, reliability, responsiveness, assurance and empathy. Alternative Hypothesis (H1) = Overall Service Quality depends on at least one of the following variables: tangibility, reliability, responsiveness, assurance, and empathy. V. D ata A nalysis & F indings a) Regression Analysis Table 2: List of Regression Equations Description Regression Equation Regression Type Overall Service Quality (Dependent) Tangibility (Independent/Predictor) Reliability (Independent/Predictor) Responsiveness (Independent/Predictor) Assurance (Independent/Predictor) Empathy (Independent/Predictor) Overall Service Quality= 1.014 +2.356 Tangibility +1.150 Reliability -.7 78 Responsiveness - .994 Assurance + 6.629 Empathy Multiple The Multiple Regression Equation is found as: Overall Service Quality = 1.014 +2.356 Tangibility + 1.150 Reliability -.778 Responsiveness - .994 Assurance + 6.629 Empathy  In this equation coefficient of tangibility is 2.356, which indicates that if the score of Tangibility increases by 1 point, the score of overall service quality increases by 2.2356, provided Reliability, Responsiveness, Assurance, and Empathy remain unchanged.  In this equation coefficient of reliability is 1.150, which indicates that if the score of Reliability increases by 1 point, the score of overall service quality increases by 1.150, provided Tangibility, Responsiveness, Assurance and Empathy remain unchanged. The regression function shows a positive relation between reliability and overall service quality.  In this equation coefficient of responsiveness is - .778, which indicates that if the score of responsiveness increase by 1 point, the score of overall service quality decreases by .778, provided Tangibility, Reliability, Assurance, and Empathy remain constant.  In this equation coefficient of assurance is -.994, which indicates that if the score of assurance increase by 1 point, the score of overall service quality decreases by .994, provided Tangibility, Reliability, Responsiveness, and Empathy remain unchanged.  In this equation coefficient of empathy is 6.629, which indicates that if the score of Empathy increases by 1 point, the score of overall service quality increases by point 6.629, provided Tangibility, Reliability, Responsiveness, and Assurance remain unchanged. The association among the Independent Variables in relative expression The relationship among the Independent Variables in relative terms can be assessed with the help of multiple correlatives R = .468 It indicates a Moderate degree of positive relationship among Tangibility, Reliability, Responsiveness, Assurance and Empathy. The Exploratory power of the Independent Variables The Exploratory power of the Independent Variables can be assessed with the measure of multiple determinants. Then multiple regression yields a measure of multiple determinations, R 2 = 0.219 That indicates that 21% of the variation in overall service quality can be explained by the combined variation of tangibility, reliability, responsiveness, assurance and empathy. Relative Importance of Independent Variables The relative importance of the independent variables (tangibility, reliability, responsiveness, assurance and empathy) can be indicated with the help of the Beta coefficient, and to do so, a normalized regression equation has been calculated. The regression equation is Overall Service Quality = 1.014 +2.356 Tangibility +1.150 Reliability -.778 Responsiveness -.994 Assurance + 6.629 Empathy 36 Global Journal of Management and Business Research Volume XXII Issue II Version I Year 2022 ( )E © 2022 Global Journals Analyzing Customer Service Quality of State-Owned Commercial Banks in Bangladesh: A Study on Sonali Bank Limited