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

b) Correlation Matrix Table 3: Pearson Correlation Matrix Tangibility Reliability Responsiveness Assurance Empathy Service Quality Tangibility 1 0..418 0.413 0.401 0.071 .182 Reliability .418 1 0.596 0.486 0.132 0.144 Responsivene ss 0.413 0.596 1 0.567 0.148 0.078 Assurance 0.601 0.486 0.567 1 0.123 0.149 Empathy .071 0.132 0.0418 0.123 1 0.431 Service Quality 0.1 82 0.144 0.078 0.049 0.431 1 From the Table 4, We have seen that there is no presence of severe multidisciplinary among the dependent variables. Which is desirable. c) Test of Hypotheses • Null Hypothesis (H_0) = Overall Service Quality does not depend on Tangibility, Reliability, Responsiveness, Assurance and Empathy. • Alternative Hypothesis (H_1) = Overall Service Quality depends on at least one of the following variables- Tangibility, Reliability, Responsiveness, Assurance and Empathy. To accomplish test of hypotheses, Analysis of Variance (ANOVA) is used. According to Analysis of Variance (ANOVA), if estimated F_E is more significant than the Critical or Table value of F then Null Hypotheses (H_0) will be rejected, which means Alternative Hypotheses (H_1) will be accepted. For analysis of Variance, the selected Significance level is 5%. Table 4: Analysis of Variance Model Sum of Squares df Mean Square Sig. 1 Regression 67.112 5 13.422 10.906 .000 Residual 238.768 194 1.231 Total 305.880 199 Dependent Variable: Overall Service Quality of Sonali Bank Bangladesh Limited Predictors: (Constant), Empathy, Responsiveness, Tangibility, Reliability, Assurance Here, the Estimated value of F_E=10.906 >Table value of F_T = 9.12, which means Null Hypotheses (H_0) is Rejected that Overall Service quality does not depend on Tangibility, Reliability, Responsiveness, Assurance, Empathy and Alternative Hypotheses (H_1) is Accepted that Overall Service Quality depends on at least one of the following mentioned variables- reliability, responsiveness, assurance and empathy, tangibility, d) Descriptive Statistics (Measuring Opinion of Customers Regarding the Service Quality) Table 5: Mean and Standard Deviation obtained in the Survey and Remarks Variables Mean Std. Deviation N Remark Overall Service Quality 3.340 1.239 200 Moderate Tangibility 2.00 1.62 200 Not Satisfactory Reliability 2.33 1.50 200 Not Satisfactory Responsiveness 2.94 0.47 200 Not Satisfactory Assurance 3.59 1.60 200 Moderate Empathy 5.00 1.21 200 Satisfactory ***4 or above: Satisfactory, 3-3.99: Moderate, Below 3: Not Satisfactory VI. C onclusion Sonali Bank Ltd. is furnishing and maintaining affable working terrain to deliver better quality services and an edge over the challengers. It is not possible to do a profitable business without concerning the client's benefits. SBL has a remarkable eventuality in the country to achieve the asked position in the request. This exploration has brought some intriguing sapience into what kind of service the clients give significance and 37 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