Global Journal of Management and Business Research, E: Marketing, Volume 23 Issue 2

Existing Customer Satisfaction is 3.49 (moderate) & Expected Customer Satisfaction is 3.53 (moderate). The mean value of Existing Customer Loyalty is 3.60 (moderate) & Expected Customer Loyalty is 3.50 (moderate). The Standard Deviation ranges 0.561 to 1.045. Therefore, moderate variability in perception regarding variables has been observed. b) Paired Sample Correlations A correlation is a single number that describes the strength of the linear relationship between two or more interrelated quantitative variables. A mathematical measure between two set of variables is called the Correlation Coefficient. It is most commonly symbolized by the letter r . The value of correlation coefficient (r) lies between -1 to +1. In universal, r > 0 indicates positive relationship, r < 0 indicates negative relationship while r is = 0 indicates no relationship. Here r = +1.0 describes a perfect positive linear relationship and r = - 1.0 describes a perfect negative linear relationship. Closer the coefficients of +1.0 and -1.0, greater the strength of positive/negative the relationship between the variables. The following general guidelines indicate a quick way of interpreting the value of correlation coefficient: -.9 to -1.0 or +1.0 to +0.9 very strong; -0.9 to -0.7 or +0.7 to +0.9 strong high; -0.7 to -0.4 or +0.4 to +0.7 moderate; -0.4 to -0.2 or +0.2 to +0.4 weak/low correlation and -0.2 to 0.0 or 0.0 to +0.2 very weak to negligible negative/positive correlation (Ullah & Rahman, 2015). Table 3: Paired Sample Correlations Paired Samples Correlations Pair Factors N R Sig. Pair 1 Existing Basic Service & Expected Basic Service 120 .003 .971 Pair 2 Existing Advanced Service & Expected Advanced Service 120 -.126 .169 Pair 3 Existing Cost and Prestige & Expected Cost and Prestige 120 .024 .796 Pair 4 Existing Customer Satisfaction & Expected Customer Satisfaction 120 -.199 .029 Pair 5 Existing Customer Loyalty & Expected Customer Loyalty 120 -.174 .057 Table 3 shows the Pearson’s correlation coefficient of the variables of the study. The results show that there is a very weak, significant positive correlation between the Existing Basic Service & Expected Basic Service with coefficient correlation r = .003 at p < 0.971 level. There is a very weak, low significant negative correlation between the Existing Advanced Service & Expected Advanced Service with coefficient correlation r = -.126 at p < 0.169 level. There is a very weak, significant positive correlation between the Existing Cost and Prestige & Expected Cost and Prestige with coefficient correlation r = .024 at p < 0.796 level. There is a very weak, significant negative correlation between the Existing Customer Satisfaction & Expected Customer Satisfaction with coefficient correlation r = - .199 at p < 0.029 level. There is a very weak, significant negative correlation between the Existing Customer Loyalty & Expected Customer Loyalty with coefficient correlation r = -.174 at p < 0.057 level. c) Paired Difference t-test A paired t-test has been used to test a mean difference between paired samples (Existing & Expected). In table 4, paired sample 1, Existing & Expected Basic Services of commercial banks, the t - statistic is -1.23 with 119 degrees of freedom. The corresponding two tailed p-value is 0.221, which is greater than 0.05. Therefore, we conclude that the mean difference of Existing & Expected Basic Services of commercial banks is not different from 0. In paired sample 2, Existing & Expected Advanced Services of commercial banks, the t -statistic is -1.86 with 119 degrees of freedom. The corresponding two tailed p-value is 0.065, which is greater than 0.05. Therefore, we conclude that the mean difference of Existing & Expected Advanced Services of commercial banks is not different from 0. In paired sample 3, Existing & Expected Cost and Prestige of commercial banks, the t -statistic is -.87 with 119 degrees of freedom. The corresponding two tailed p-value is 0.384, which is greater than 0.05. Therefore, we conclude that the mean difference of Existing & Expected Cost and Prestige of commercial banks is not different from 0. In paired sample 4, Existing & Expected Customer Satisfaction of commercial banks, the t - statistic is -.31 with 119 degrees of freedom. The corresponding two tailed p-value is 0.752, which is greater than 0.05. Therefore, we conclude that the mean difference of Existing & Expected Customer Satisfation of commercial banks is not different from 0. In paired sample 5, Existing & Expected Customer Loyalty of commercial banks, the t -statistic is .88 with 119 degrees of freedom. The corresponding two tailed p-value is 0.376, which is greater than 0.05. Therefore, we conclude that the mean difference of Existing & Expected Customer Loyalty of commercial banks is not different from 0. Influence of Service Quality Dimensions in Commercial Banks of Bangladesh: Existing vs Expected 25 Global Journal of Management and Business Research Volume XXIII Issue II Version I Year 2023 ( )E © 2023 Global Journals