Socio Demographic Profile Of The Survey Sample Marketing Essay

By and large, frequence is used for looking at elaborate information on noun phrase ( class ) information and depicting the consequences. Table 1 show the survey sample comprises of 220 respondents, which vary on features such as gender, age, educational degree, matrimonial position, ethnicity, employment position, income degree, air hose web site that have of all time visited and figure of on-line purchases in airasia.com in last one twelvemonth. The following table 4.1 summarizes the socio demographic profiles of the respondents of this survey.

Table 4.1 Demographic profiles of respondents

Class

Frequency

Percentage ( % )

Gender

Male

71

32.3

Female

149

67.7

Age

Below 20

19

8.6

20-29

181

82.3

30-39

14

6.4

40-49

4

1.8

Above 50

2

0.9

Educational Degree

High School Certificate

51

23.2

Diploma

18

8.2

Bachelor Degree

138

62.7

Master Degree

13

5.9

PhD ( Doctorate )

0

0

Continueaˆ¦

Continueaˆ¦

Marital Status

Single

192

87.3

Married

28

12.7

Ethnicity

Malay

81

36.8

Chinese

117

53.2

Indian

13

5.9

Others

9

4.1

Employment position

Employed

140

63.6

Students

80

36.4

Income Level

Below RM1500

88

40.0

RM1501-RM3000

77

35.0

RM3001-RM4500

31

14.1

RM4501-RM6000

7

3.2

RM6001-RM7500

6

2.7

RM7501-RM9000

1

0.5

RM9001-RM10500

1

0.5

Above RM10500

9

4.1

Airline website that you have of all time visited.

Airasia.com

220

100.0

Malaysiaairlines.com

49

22.3

fireflyz.com

10

4.5

Others

9

4.1

Number of on-line purchases in airasia.com in last one twelvemonth.

1-3 times

172

78.2

4-6 times

29

13.2

7-9 times

9

4.1

10-12 times

5

2.3

13-15 times

1

0.5

Above 16 times

4

1.8

In term of gender, the sample indicates that female is more than male, 149 ( 67.7 % ) is made up of females and the remainder 71 ( 32.3 % ) are males. The instability figure of respondents between male and female could be due to the sampling procedure and females are more willing to reply studies compared to males.

All of the respondents are above the age of 18 old ages old and they are preponderantly immature people with age of 20 to 29 old ages old ( 82.3 % ) . The 2nd biggest figure of respondents comprised of persons in below 20 ( 8.6 % ) age group. With regard to of educational degree, more than 60 % of the respondents hold at least unmarried man grade which has 62.7 % , followed by high school certificate 23.2 % , 8.2 % are diploma and 5.9 % are chief grade.

Refering the matrimonial position of the respondents the bulk 192 ( 87.3 % ) of the respondents are individual and merely 28 ( 12.7 % ) of them are married. This can be due to fact that the bulk of study respondents are immature people who are aged between 20 to 29 ( 70.2 % ) old ages old.

With regard to the cultural groups of the study sample, the bulk 117 ( 53.2 % ) of respondents is made up of Chinese, followed by 81 ( 36.8 % ) Malay, 13 ( 5.9 % ) Indians and 9 ( 4.1 % ) is others which consist of aliens. The high Chinese respondents reported are somewhat imbalanced, nevertheless it can be considered as a representative of Malayan population composing.

Meanwhile, with respect to the employment position of the respondents more than 60 % of them are employed. Working respondents consists of 63.6 % followed with the pupil 36.4 % . It is noteworthy that family income which is below RM1500 is 40 % , 35 % are between RM1501 to RM3000, 14.1 % are between RM3001-RM4500, 3.2 % are RM 4501 to RM6000, 2.7 % are RM6001 to RM7500 and merely 0.5 % are RM7501 to RM9000 and RM9001 to RM10500 while the staying 4.1 % of respondents earned more than RM10501 a month. This is could be due to the fact that most of the respondents are immature grownups such as pupil.

While for the air hose web site that respondents have of all time visited, all of the respondents had experience of visited airasia.com. This is due to the questionnaires merely distributed to respondents who had online shopping experiences at airasia.com. 49 respondents had experiences of visit web site of Malaysia Airline, 10 respondents had visit fireflyz.com and merely 9 respondents visit other air hose web site. This is because there are 4.1 % of respondents who are non Malayan and they had experience of online shopping with other air hose web sites in their origin state.

Last, for the figure of on-line purchases in airasia.com in last one twelvemonth, big bulk of 78.2 % of respondents purchase 1 to 3 times Air Asia air hose ticket in last one twelvemonth. 13.2 % of them purchase 4 to 6 times in airasia.com, 4.1 % of them purchase 7 to 9 times while the staying 4.6 % of respondents purchase more than 10 times air hose tickets.

4.2 IDENTIFY THE UNDERLYING FACTORS

Factor analysis is used for informations decrease and analyze how implicit in that the inquiries in the questionnaires asked is associating to the concept that need to analyze. There are two intents in making explorative factor analysis ; one is to place the representative variables to make new variables the other intent is to find factors that would account maximal discrepancy in the survey that can be usage for multivariate analysis ( Quester & A ; Lim 2003 ) .

Factor analysis was conducted for all variables. In this survey, two variable had been tested which were internet apprehension and website quality. Variables of cyberspace apprehension contain 14 points while for website quality has 29 points. All the variables included in this survey were tested by old surveies. Two separate sets of factor analyses were conducted so that factors were correlated that can bring forth the conceptual similarities within the two set of scale points ( Norusis, 1993 ) .

The characteristic root of a square matrixs puting at 1.0 which average factor with a discrepancy greater than 1.0 are retained. Kaiser ( 1974 ) recommends that the KMO accepting values greater than 0.5 as acceptable. Furthermore, values between 0.5 and 0.7 are second-rate, values between 0.7 and 0.8 are good, values between 0.8 and 0.9 are great and values above 0.9 are superb. The KMO value must be 0.50 and above to retained to obtain 80 % of important degree. Items with KMO below than 0.5 were deleted ( Hair et al 1998 ) . Factor and point keeping in this survey were based on:

Items non expose when the cross-loadings greater than 0.40 with other factors.

Items exhibiting chief factor burdens come closing 0.5 or above

A dependability coefficient for the aggregative graduated table of 0.70 or greater.

4.2.1 Factor Analysis on Internet Apprehensiveness

Table 4.2 shows the factor analysis performed on 14 points resulted in two factors explicating 66.6 % of the overall discrepancy. In this survey, the KMO is 0.913, which fall into the scope of superb bespeaking that all the variables for cyberspace apprehension were interrelated. So the factor analysis is appropriate for these informations. For these informations, Bartlett ‘s trial is extremely important which is p=0.000 and hence factor analysis is appropriate. Two factors were structured in Internet Apprehensiveness which was Transactional Internet Apprehensiveness and General Internet Apprehensiveness.

Table 4.2 Factor analysis on cyberspace apprehension

Variables

IA1

IA2

Factor 1: Transactional Internet Apprehensiveness

I have fright of utilizing the cyberspace to do online purchases

0.893

I am afraid to do online purchases at times

0.890

I have fright of doing online purchases.

0.877

I am disquieted when utilizing the cyberspace to buy merchandises or services.

0.846

I dislike utilizing the cyberspace to do on-line purchases.

0.844

Normally, I am non unagitated when doing online purchases.

0.842

I feel uncomfortable utilizing the cyberspace to do online purchases under RM1,000

0.793

I feel uncomfortable utilizing the cyberspace to do online purchases over RM1,000

0.673

The security of my recognition card for usage with online purchases concerns me.

0.560

Factor 2: General Internet Apprehensiveness

I dislike utilizing the cyberspace for a assortment of grounds.

0.881

I am normally non quiet while utilizing the cyberspace.

0.862

Communicating with the cyberspace normally makes me uncomfortable.

0.851

By and large, I am uncomfortable utilizing the cyberspace to garner information.

0.725

I would non utilize the cyberspace to buy air hose tickets, book hotel suites, or other travel-related service.

0.520

Eigenvalue

6.55

2.773

Percentage of Discrepancy

46.786

19.811

Cronbach Alpha ( Reliability )

0.934

0.827

Bartlett ‘s Test of Sphericity-sig.0.000

Percentage of Accumulative Discrepancy: 66.597

KMO:0.913

4.2.2 Factor Analysis on Website Quality

Table 4.3 Factor analysis on Website Quality

Variables

WQ1

WQ2

WQ3

WQ4

The information provided at airasia.com is clear to me.

.822

The interactions with airasia.com are clear and apprehensible.

.805

airasia.com is user friendly.

.803

airasia.com is easy to utilize.

.775

The information provided at airasia.com is dependable.

.771

The information on airasia.com is complete for my purchase determinations.

.762

I feel happy when I use airasia.com.

.761

I believe the airasia.com provides accurate information to possible clients like me.

.758

airasia.com is flexible to interact with.

.745

The information in airasia.com is relevant.

.711

The information provided on airasia.com is easy apprehensible.

.601

I find it easy to obtain information from airasia.com.

.590

.528

I can easy happen what I need on airasia.com.

.531

.503

airasia.com utilizations good colour combinations.

.829

I like the colour combination of airasia.com

.806

airasia.com is originative in design.

.786

I like the layout of airasia.com.

.773

I found it easy to travel about in airasia.com

.556

The start page leads me easy to the information I need.

.536

.527

The web site and all of its linked pages work good.

Search engine provides accurate consequences

.765

Is easy accessed via hunt engines

.596

Can be accessed from a assortment of other related web sites

.536

I can happen all the elaborate information I need.

.525

Continueaˆ¦

Continueaˆ¦

The start page state me instantly where I can happen the information I am looking for.

.503

airasia.com tonss rapidly

.823

When I use airasia.com there is really small waiting clip between my actions and the web site ‘s response.

.788

All my concern can be completed via airasia.com

.621

Most concern procedures can be completed via airasia.com

.537

Eigenvalue

14.729

2.705

1.271

1.134

Percentage of Discrepancy

50.790

9.329

4.384

3.910

Cronbach Alpha ( Reliability )

0.959

0.913

0.897

0.831

Bartlett ‘s Test of Sphericity-sig.0.000

Percentage of Accumulative Discrepancy: 68.412

KMO:0.938

Table 4.3 shows the factor analysis consequences on 29 points that produced merely four distinguishable factors that explaine 56.71 % of the overall discrepancy. One point has been discarded from farther analyses because of factor burdens of that point are below 0.50 which were non acceptable harmonizing to Lee and Crompton ( 1992 ) . Items that are transverse burdens were deleted, so in this survey three points were deleted and non included in farther analysis. The Kaiser-Meyer-Olkin ( KMO ) was 0.938 and the Bartlett ‘s Test of Sphericity were important which is 0.000 and shows that the points were appropriate in factor analysis ( Hair et al.1998 ) . For the staying points, the factor analysis was between 0.503 and 0.829. The characteristic root of a square matrixs for constituent 1, constituent 2, constituent 3 and constituents 4 were 14.729, 2.705, 1.271 and 1.134 severally.

Table 4.4 Factor analysis on website quality re-run with the staying 24 points

Variables

WQ1

WQ2

WQ3

WQ4

Factor 1: Website Serviceability

The information provided at airasia.com is clear to me.

0.826

airasia.com is user friendly.

0.812

The interactions with airasia.com are clear and apprehensible.

0.811

airasia.com is easy to utilize.

0.787

Continueaˆ¦

Continueaˆ¦

The information provided at airasia.com is dependable.

0.772

The information on airasia.com is complete for my purchase determinations.

0.771

I believe the airasia.com provides accurate information to possible clients like me.

0.769

I feel happy when I use airasia.com.

0.758

airasia.com is flexible to interact with.

0.750

The information in airasia.com is relevant.

0.711

The information provided on airasia.com is easy apprehensible.

0.614

Factor 2: Website Design

airasia.com utilizations good colour combinations.

0.840

I like the colour combination of airasia.com

0.818

airasia.com is originative in design.

0.774

I like the layout of airasia.com.

0.767

I found it easy to travel about in airasia.com

0.553

Factor 3: Handiness

Search engine provides accurate consequences

0.763

Is easy accessed via hunt engines

0.638

Can be accessed from a assortment of other related web sites

0.590

I can happen all the elaborate information I need.

0.515

Factor 4: Transactional Capabilities

airasia.com tonss rapidly

0.830

When I use airasia.com there is really small waiting clip between my actions and the web site ‘s response.

0.799

All my concern can be completed via airasia.com

0.619

Most concern procedures can be completed via airasia.com

0.521

Eigenvalue

13.055

2.604

1.209

1.117

Percentage of Discrepancy

50.213

10.015

4.652

4.298

Cronbach Alpha ( Reliability )

0.956

0.904

0.771

0.831

Bartlett ‘s Test of Sphericity-sig.0.000

Percentage of Accumulative Discrepancy: 69.177

KMO:0.930

The first tally of factor analysis did non bring forth a clean factor construction and there are three points were transverse burdens, factor analysis had to re-run once more in order to acquire better consequence. Table 4.4 shows the factor analysis consequences on website quality concept resulted in four factor explicating 69.17 % of the entire discrepancy explained. The 2nd tally of factor burdens on the staying 24 points were between 0.515 and 0.840. The Kaiser-Meyer-Olkin ( KMO ) was at a brilliant value of 0.930 and the Bartlett ‘s Test of Sphericity was important that is 0.000 at the 5 % degree of significance. Therefore, the usage of factor analysis was suited in this survey. The factor lading for each factor was high and stands entirely in one factor. Therefore, the four dimensions in website quality were independently structured. For the first factor which is Website Usability contained 11 points with an characteristic root of a square matrix of 13.055 and has 50.213 per centum of the discrepancy in the informations. While for the 2nd factor that is Website Design contained 5 points which has an characteristic root of a square matrix of 2.604 and explained 10.015 per centum of discrepancy. The 3rd factor Accessibility that has 4 points explicating 4.652 per centum of discrepancy with an characteristic root of a square matrix of 1.209. Last, for the factor of Transactional Capabilities besides has 4 points with an characteristic root of a square matrix of 1.117 with 4.298 per centum of discrepancy.

4.2.3 Factor Analysis on Satisfaction

Table 4.5 Factor analysis on satisfaction

Variables

Factor Loads

My pick to see airasia.com was a wise one.

0.909

I am satisfied with my recent determination to buy from airasia.com

0.900

Overall, I was satisfied with airasia.com

0.898

I think I did the right thing by sing airasia.com.

0.888

My pick to buy from airasia.com was a wise one.

0.872

I recommend airline.com to my co-workers.

0.871

I recommend airasia.com to my friends.

0.862

I have genuinely enjoyed buying from airasia.com

0.858

I was satisfied with on-line purchasing when compared to offline purchasing.

0.816

Eigenvalue

7.45

Percentage of Discrepancy

74.497

Bartlett ‘s Test of Sphericity-sig.0.000

Percentage of Accumulative Discrepancy: 74.497

KMO:0.929

Table 4.5 above summarized the consequence of factor analysis on satisfaction that produced merely one factor. The consequence besides shows that the 10 statements explained 74.50 % of entire discrepancy and the value of KMO is 0.929 which means this information is appropriate for factor analysis. All of the factor burdens in satisfaction were greater than 0.80 that are between 0.816 and 0.909. The Bartlett ‘s Test of Sphericity is important which 0.000 at the 5 % degree which means the points reject the void hypothesis.

4.3 RELIABILITY ANALYSIS

Table 4.6 Result of dependability trial

Variable

Number of points

Cronbach ‘s Alpha

General Internet Apprehensiveness

5

0.827

Transactional cyberspace apprehension

9

0.934

Website Serviceability

11

0.956

Website Design

5

0.904

Handiness

4

0.771

Transactional Capabilities

4

0.831

Satisfaction

10

0.961

The consequence of dependability analysis is presented in table 4.6 above. A Conbach ‘s alpha dependability coefficient was used to look into the dependability of the questionnaires ( Cronbach, 1951 ) . The Cronbach alpha values were conducted as 0.827, 0.934, 0956, 0.904, 0.771 0.831 and 0.961 for Transactional Internet Apprehensiveness ( IA1 ) , General cyberspace apprehension ( IA2 ) , Website Usability ( WQ1 ) , Website Design ( WQ2 ) , Accessibility ( WQ3, Transactional Capabilities ( WQ4 ) and Satisfaction ( SAT ) severally.

All of the Cronbach ‘s Alpha values are greater than 0.7 which are exceed the acceptable value of 0.7 and above suggested by ( Hair et al.1998 ) . None of the above variable will be deleted harmonizing to Nunally ( 1978 ) which suggested that the Cronbach ‘s Alpha less than 0.50 will be deleted. The consequence of dependability trial in this survey revealed that all the seven factors fulfilled the demands.

4.4 Arrested development

Linear Regression was used in this survey to mensurate the significance of the relationship between graduated tables of Transactional Internet Apprehensiveness, General cyberspace apprehension, Website Usability, Website Design, Accessibility and Transactional Capabilities, which were identified in literature reappraisal. The consequences from the arrested development analysis are presented in the tabular array 4.7 below.

Table 4.7 Arrested development analysis

Mugwump

Unstd.B

Std.Beta

Thymine

Sig. ( P value )

Changeless

.370

General Internet Apprehensiveness

.002

.002

.041

0.967

Transactional cyberspace apprehension

-.059

-.075

-1.571

0.118

Website Serviceability

.437

.393

5.712

0.000

Website Design

.157

.158

2.364

0.019

Handiness

.249

.219

3.310

0.001

Transactional Capabilities

.110

.109

1.734

0.967

R=0.753 R Square=0.567

Sig.F=0.000

From the consequence obtained from analysis of additive arrested development in table 4.7 above shows that three properties which was Website Usability ( 0.000 ) , Website Design ( 0.019 ) and Accessibility ( 0.001 ) are all significance and positive relationship with satisfaction at the important degree of P & lt ; 0.05. Therefore it can be concluded that three properties are significantly associated with the satisfaction of air riders towards airasia.com. Therefore, void hypothesis is rejected, and it is concluded that there is important relationship between mugwumps variables and dependent variable.

In the other manus, three properties which was General Internet Apprehensiveness, Transactional cyberspace apprehension and Transactional Capabilities have no consequence on client satisfaction.

The R-Square is 0.567 explains 56.7 % of the dependant variable is explained by the independent variable and another 43.3 % is non explained. The end product from the arrested development analysis shows that Website Usability has the largest absolute value of standardised beta coefficient ( I?=0.393 ) emerges as the most of import factor that consequence air riders satisfaction towards Air Asia ‘s web site. Website Usability has the strongest consequence and go the of import function of air travellers ‘ satisfaction which accounted 39.3 % . The information besides indicated that Accessibility is the 2nd most of import component driving clients ‘ satisfaction ( I?=0.249 ) . Accessibility is followed by Website Design ( I?=0.157 ) , Transactional Capabilities ( I?=0.110 ) and General Internet Apprehensiveness ( I?=0.002 ) .The consequences besides indicate that there is a important negative relationship between Transactional cyberspace apprehension ( I?=-0.059 ) and the satisfaction towards air hose web site.

4.5 DIFFERENCE IN AIR PASSENGERS ‘ SATISFACTION BASED ON SOCIO DEMOGRAPHIC

Independent T-test and One manner ANOVA analysis were conducted to measure whether air riders ‘ satisfaction towards airasia.com will differ harmonizing to their socio-demographic features.

4.5.1 T -Test

T-Test is usually used when there are merely two values in a variable. In this survey, Independent T-Test was used to compare agencies among gender, matrimonial position and employment position to cognize is at that place any difference between demographic profile of respondents and factors.

In T-test, points that have a chance that is less than 0.05, void hypothesis of equal discrepancy will be reject and the value of T of points are based on equal discrepancy non assumed will be utilized. Therefore, if the points have a chance that is more than 0.05 assurance degree and for the value of T, those points are based on the equal discrepancy assumed will be utilised and indicates that the discrepancy of the two samples is about equal.

Table 4.8 T-Test consequence between gender and factors that influence clients ‘ satisfaction.

I tem

Male

Female

Thymine

Sig

General Internet Apprehensiveness

2.18

2.26

-.648

.227

Transactional cyberspace apprehension

3.24

3.92

-4.452

.549

Website Serviceability

4.37

4.19

1.630

.472

Website Design

3.98

4.14

-1.303

.448

Handiness

4.20

4.11

.820

500

Transactional Capabilities

3.73

3.73

.048

.325

Table 4.8 above shows the consequence between gender and six dimensions that consequence clients ‘ satisfaction towards airasia.com. Table 4.8 indicates that none of the values give a chance that is less than the important degree of 0.05. Therefore, the void hypothesis of equal mean is non rejected. In other word, differences between gender and factors were non found.

Table 4.9 T-Test consequence by matrimonial position and factors that influence clients ‘ satisfaction.

I tem

Single

Married

Thymine

Sig

General Internet Apprehensiveness

2.21

2.41

-1.041

0.12

Transactional cyberspace apprehension

3.69

3.77

-0.381

0.88

Website Serviceability

4.24

4.33

-0.776

0.035

Website Design

4.08

4.15

-0.393

0.082

Handiness

4.14

4.11

0.218

0.1

Transactional Capabilities

3.72

3.76

-0.202

0.847

The consequence of t-test between matrimonial position and factors act uponing consumer satisfaction towards air hose web site is presented in table 4.9 above indicates that the value of T for Website Usability is -0.776 and gives a chance of 0.035 which shows that website serviceability was significantly difference at 0.05 assurance degree. Therefore, the void hypothesis of equal mean is rejected. The staying five dimensions are non important difference significance that void hypothesis for those factors is non rejected.

Table 4.10 T-Test by Test consequence by employment position and factors that influence clients ‘ satisfaction.

I tem

Employed

Student

Thymine

Sig

General Internet Apprehensiveness

2.13

2.42

-2.150

0.008

Transactional cyberspace apprehension

3.54

3.98

-2.850

0.503

Website Serviceability

4.24

4.27

-.280

0.694

Website Design

4.05

4.16

-.941

0.993

Handiness

4.15

4.11

.352

0.286

Transactional Capabilities

3.67

3.84

-1.437

0.342

In general, the consequences in table 4.10 indicated merely General Internet apprehension was important differences that gives the chance of 0.008 and the value of T is -0.2150. The other five dimensions were found that no significantly difference between the working people and pupils.

4.5.2 One Way ANOVA

One Way ANOVA is used when there are three or more values in a variable and used to comparisons mean of one group or more groups based on independent variable. In this survey, One manner ANOVA is used to analyse between the factors that affect air travellers ‘ satisfaction towards an air hose web site with respondents ‘ demographic profile such as age, instruction degree, ethnicity, household income and Numbers of on-line Shopping Experience at airasia.com.

Table 4.11 One Way ANOVA between age group

Variable

Age ( Mean )

F

Sig.

& lt ; 20

20-29

30-39

40-49

& gt ; 50

General Internet Apprehensiveness

2.68

2.16

2.39

2.50

3.30

2.283

0.61

Transactional cyberspace apprehension

3.94

3.67

3.66

3.69

3.89

0.265

0.90

Website Serviceability

3.83

4.27

4.48

4.25

4.73

1.954

0.103

Website Design

3.88

4.08

4.40

4.50

4.00

0.958

0.431

Handiness

3.92

4.15

4.18

4.25

4.50

0.539

0.707

Transactional Capabilities

3.49

3.77

3.46

3.88

3.88

0.863

0.487

Table 4.11 displayed above shows that there is no important degree of 0.05 for the different age groups. Therefore, the void hypothesis of equal mean is accepted

Table 4.12 One Way ANOVA between educational degrees.

Variable

Educational degree ( Mean )

F

Sig.

High school

Diploma

Bachelor Degree

Master Degree

General Internet Apprehensiveness

2.47

2.60

2.15

1.71

3.981

0.009

Transactional cyberspace apprehension

4.10

3.85

3.59

3.09

4.259

0.006

Website Serviceability

4.08

4.20

4.29

4.61

1.881

0.134

Website Design

4.02

4.00

4.09

4.55

1.452

0.229

Handiness

3.88

4.04

4.20

4.62

4.304

0.006

Transactional Capabilities

3.71

3.57

3.88

3.73

0.375

0.771

Table 4.12 above shows the F value for Transactional cyberspace apprehension and Accessibility are 4.259 and 4.304 severally. Both variables result a chance of 0.006 which is less than a important degree of 0.05. Besides that, that, General Internet Apprehensiveness besides shows a important difference that has a chance of 0.009 and the value of F was 3.981. Therefore, the void hypothesis is rejected and this proposes that there are important differences among different instruction degrees and Transactional cyberspace apprehension, General Internet Apprehensiveness and Accessibility. The staying three variable shows that there is no significance differences among different instruction degrees and Website Usability, Website Design and Transactional Capabilities.

Table 4.13 One Way ANOVA between Ethnicity

Variable

Ethnicity ( Mean )

F

Sig.

Malay

Chinese

Indian

Others

General Internet Apprehensiveness

2.48

2.11

2.40

1.47

5.083

0.002

Transactional cyberspace apprehension

3.77

3.71

3.48

3.33

0.592

0.621

Website Serviceability

4.24

4.17

4.76

4.62

2.981

0.032

Website Design

4.24

3.94

4.57

4.02

3.480

0.017

Handiness

4.15

4.10

4.27

4.22

0.261

0.853

Transactional Capabilities

3.94

3.51

4.40

3.69

7.752

0.000

Table 4.13 indicates that there was no significance difference in how the ethnicity consequence in Transactional cyberspace apprehension ( F=0.592, p=0.621 ) . The findings from the tabular array above besides indicate that there is no significance difference between ethnicity of respondents and handiness of an air hose web site ( F=0.261, p=0.853 ) .While for the staying four variables shows a important differences which their P value is less than 0.05 in how the ethnicity affect the client satisfaction.

Table 4.13 One Way ANOVA between family incomes

Variable

Mean

F

Sig.

Household Income ( RM )

& lt ; 1500

1501-3000

3001-4500

4501-6000

6001-7500

7001-9000

9001-10500

& gt ; 10500

General Internet Apprehensiveness

2.37

2.26

1.93

2.34

1.69

1.00

5.00

1.93

3.000

0.005

Transactional cyberspace apprehension

3.97

3.65

3.21

3.98

4.00

1.00

5.44

2.88

4.047

0.000

Website Serviceability

4.27

4.18

4.35

3.62

4.27

5.73

4.82

4.57

1.668

0.118

Website Design

4.14

4.03

4.04

3.91

4.43

5.00

4.20

4.11

0.434

0.880

Handiness

4.09

4.15

4.28

3.75

4.04

5.00

4.50

4.17

0.700

0.672

Transactional Capabilities

3.81

3.65

3.69

3.61

3.83

5.00

4.25

3.58

0.638

0.724

Instrestingly, table 4.13 shows that the two dimensions of cyberspace apprehension shows a important difference between family incomes ( P & lt ; 0.05 ) . However, all four dimensions of website quality indicates that no significance difference between family incomes.

Table 4.14 One Way ANOVA between Numbers of on-line Shopping Experience at airasia.com

Variable

Numbers of on-line Shopping Experience at airasia.com ( Mean )

F

Sig.

1-3 times

4-6 times

7-9 times

10-12 times

13-15 times

& gt ; 16 times

General Internet Apprehensiveness

2.27

2.26

1.56

2.28

1.80

2.40

1.076

0.375

Transactional cyberspace apprehension

3.82

3.54

2.84

2.62

2.89

3.22

2.926

0.014

Website Serviceability

4.15

4.61

4.73

4.47

5.27

4.43

3.188

0.008

Website Design

4.05

4.11

4.36

4.60

4.60

4.45

0.815

0.540

Handiness

4.08

4.33

4.53

4.40

5.25

3.88

1.744

0.126

Transactional Capabilities

3.70

3.74

3.81

3.90

5.50

4.00

1.038

0.396

Table 4.14 shows that Transactional cyberspace apprehension and Website Usability does has a important differences and the F value were 2.926 and 3.188 severally. The staying four dimensions do non demo a significance difference with Numbers of on-line Shopping Experience at airasia.com because the P value is more than 0.05. Therefore, these four dimensions accept the void hypothesis.