Chapter 51

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The research data was computed and analyzed. Frequency distribution for each question was developed with proper tables and graphs. Interpretation gives clear idea about the final results. The proportions of responses indicating the degree of agreement to the questions related to the role played by SME’s and various challenges faced by UAE government in accessing the capital from banks.

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Chapter 51

  1. 1. CHAPTER 5 RESULTS AND DATA ANALYSIS Results include the descriptive analysis and hypotheses testing. To fulfill the aims of this study the following research objectives are set: -To study and analyse the role played by SMEs in the economic development of the UAE; -To explore and analyse the steps taken by the UAE Government and Banks to support the development of the UAE SME sector; and -To investigate the challenges faced by UAE Based SMEs in accessing capital from banks. 5.1 Descriptive Analysis The research data was computed and analyzed. Frequency distribution for each question was developed with proper tables and graphs. Interpretation gives clear idea about the final results. The proportions of responses indicating the degree of agreement to the questions related to the role played by SME’s and various challenges faced by UAE government in accessing the capital from banks.
  2. 2. 5.1.1 The mission of the SME’s makes me feel that my job is important. Table 5.1: Job Importance Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 Disagree 2 2.7 2.7 4.0 moderately agree 10 13.3 13.3 17.3 Agree 41 54.7 54.7 72.0 strongly agree 21 28.0 28.0 100.0 Total 75 100.0 100.0 Figure 5.1: Bar chart for Job Importance Interpretation: The number of the total employees who responded were n= 75. The question was asked from the employees that whether the mission of the bank makes them feel that their job is important. 54.7% employees agree that the mission of the bank makes them feel that their job is important. 28% strongly agree with the statement. 13.3% moderately agree with the statement. 2.27% 1.3 2.7 13.3 54.7 28 0 10 20 30 40 50 60 strongly disagree disagree moderately agree agree strongly agree Percent Job Importance
  3. 3. disagree with this statement and 1.13% employees strongly disagree with the statement. This is also represented in bar chart format. 5.1.2 I understand the SME’s objectives and try to achieve them. Table 5.2: Understand and achieve bank's objectives Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 2 2.7 2.7 4.0 moderately agree 11 14.7 14.7 18.7 agree 37 49.3 49.3 68.0 strongly agree 24 32.0 32.0 100.0 Total 75 100.0 100.0 Figure 5.2: Bar chart for Understand and achieve bank's objectives Interpretation: The question was asked from the employees that whether they understand the bank’s objectives and try to achieve them. 49.3% employees agree that they have an understanding of the bank’s 1.3 2.7 14.7 49.3 32 0 10 20 30 40 50 60 strongly disagree disagree moderately agree agree strongly agree Percent Understand and achieve bank's objectives
  4. 4. objectives and they try to achieve them. 32% strongly agree with the statement. 14.7% moderately agree with the statement. 2.27% disagree with this statement and 1.13% employees strongly disagree with the statement. This is also represented in bar chart format. 5.1.3 UAE government views SME’s as an asset. Table 5.3: Employee an asset Frequency Percent Valid Percent Cumulative Percent Valid disagree 3 4.0 4.0 4.0 moderately agree 11 14.7 14.7 18.7 agree 42 56.0 56.0 74.7 strongly agree 19 25.3 25.3 100.0 Total 75 100.0 100.0 Figure 5.3: Bar chart for Employee an asset Interpretation: The question was asked from the employees that whether the oUAE government views them as an asset. 56% employees agree that the organization views them as an asset. 25.3% strongly agree with the statement. 14.7% moderately agree with the statement and 4% employees disagree with the statement. This is also represented in bar chart format. 4 14.7 56 25.3 0 10 20 30 40 50 60 disagree moderately agree agree strongly agree Percent Employee an asset
  5. 5. 5.1.4 The impact of SME’s contribution in economy is large. Table 5.4: Contribution Impact in Department Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 8 10.7 10.7 12.0 moderately agree 22 29.3 29.3 41.3 agree 29 38.7 38.7 80.0 strongly agree 15 20.0 20.0 100.0 Total 75 100.0 100.0 Figure 5.4: Bar chart for Contribution Impact in Department Interpretation: The question was asked from the employees that the impact of their contribution in the economic is large. 38.7% employees agree that the impact of their contribution in their department is large. 1.3 10.7 29.3 38.7 20 0 5 10 15 20 25 30 35 40 45 strongly disagree disagree moderately agree agree strongly agree Percent Contribution impact in department
  6. 6. 20% strongly agree with the statement. 29.3% moderately agree with the statement and 10.7% employees disagree with the statement and 1.3% employees strongly disagree with this statement. This is also represented in bar chart format. 5.1.5 UAE government have a great deal of control over what happens in SME’s callanges. Table 5.5: Control over the working in the department Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 4 5.3 5.3 5.3 disagree 18 24.0 24.0 29.3 moderately agree 21 28.0 28.0 57.3 agree 19 25.3 25.3 82.7 strongly agree 13 17.3 17.3 100.0 Total 75 100.0 100.0 Figure 5.5: Bar chart for Control over the working in the department Interpretation: 5.3 24 28 25.3 17.3 0 5 10 15 20 25 30 strongly disagree disagree moderately agree agree strongly agree Percent Control over the working in the department
  7. 7. The question was asked from the employees that they have a great deal of control over what happens in SME’s challenges. 25.3% employees agree that they have a great deal of control over what happens in their department. 17.3% strongly agree with the statement. 28% moderately agree with the statement and 24% employees disagree with the statement and 5.3% employees strongly disagree with this statement. This is also represented in bar chart format. 5.1.6 SME’s have significant autonomy in handling the chanllenges with the support of UAE government. Table 5.6 Autonomy in performing job Frequency Percent Valid Percent Cumulative Percent Valid Disagree 10 13.3 13.3 13.3 moderately agree 12 16.0 16.0 29.3 Agree 34 45.3 45.3 74.7 strongly agree 19 25.3 25.3 100.0 Total 75 100.0 100.0 Figure 5.6: Bar chart for Autonomy in handling the challenges Interpretation: 13.3 16 45.3 25.3 0 5 10 15 20 25 30 35 40 45 50 disagree moderately agree agree strongly agree Percent
  8. 8. The question was asked from the SME’s that they have a significant autonomy in determining how they do their job. 45.3% employees agree that they have a significant autonomy in determining how they do their job. 25.3% strongly agree with the statement. 16% moderately agree with the statement and 13.3% employees disagree with the statement. This is also represented in bar chart format. 5.1.7 SME’s are allowed to be creative and innovative while dealing with problems at work. Table 5.7: Creative and Innovative employees Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 1 1.3 1.3 2.7 moderately agree 4 5.3 5.3 8.0 agree 40 53.3 53.3 61.3 strongly agree 29 38.7 38.7 100.0 Total 75 100.0 100.0 1.3 1.3 5.3 53.3 38.7 0 10 20 30 40 50 60 strongly disagree disagree moderately agree agree strongly agree Percent Creative and innovative while dealing with work problems
  9. 9. Figure 5.7: Bar chart for Creative and Innovative employees Interpretation: The question was asked from the employees that whether they are allowed to be creative and innovative while dealing with problems at work 53.3% employees agree that they are allowed to be creative and innovative while dealing with problems at work. 38.7% strongly agree with the statement. 5.3% moderately agree with the statement, 1.3% employees disagree with the statement and 1.3% strongly disagree with this statement. This is also represented in bar chart format. 5.1.9 SME’s have to follow procedures closely while handling the heinous challenges for the economy. Table 5.9: Job has strict procedures to be followed Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 3 4.0 4.0 4.0 disagree 20 26.7 26.7 30.7 moderately agree 30 40.0 40.0 70.7 agree 17 22.7 22.7 93.3 strongly agree 5 6.7 6.7 100.0 Total 75 100.0 100.0
  10. 10. Figure 5.9: Bar chart for Job has no strict procedures to be followed Interpretation: The question was asked from the employees that their job doesn’t require any procedures to be followed closely. 22.7% employees that their job doesn’t require any procedures to be followed closely. 6.7% strongly agree with the statement. 40% moderately agree with the statement, 26.7% employees disagree with the statement and 4% strongly disagree with this statement. This is also represented in bar chart format. 5.1.10 All SME’s work gives a feeling of personal accomplishment for the UAE’s economy t. Table 5.10: Personal accomplishment Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 2 2.7 2.7 4.0 moderately agree 6 8.0 8.0 12.0 agree 46 61.3 61.3 73.3 strongly agree 20 26.7 26.7 100.0 Total 75 100.0 100.0 4 26.7 40 22.7 6.7 0 5 10 15 20 25 30 35 40 45 strogly disagree disagree moderately agree agree strongly agree Percent Job has no strict procedures to be followed
  11. 11. Figure 5.10: Bar chart for personal accomplishment Interpretation: The question was asked from the employees that all SME’s assocated in UAE gives them a feeling of personal accomplishment. 61.3% employees agree that their work gives them a feeling of personal accomplishment. 26.7% strongly agree with the statement. 8% moderately agree with the statement, 2.7% employees disagree with the statement and 1.3% strongly disagree with this statement. This is also represented in bar chart format. 5.1.11 The SME’s employees are willing to cooperate with the government in achieving the targeted objectives. Table 5.11: Employees willing to help Frequency Percent Valid Percent Cumulative Percent Valid moderately agree 10 13.3 13.3 13.3 agree 24 32.0 32.0 45.3 strongly agree 41 54.7 54.7 100.0 Total 75 100.0 100.0 1.3 2.7 8 61.3 26.7 0 10 20 30 40 50 60 70 strongly disagree disagree moderately agree agree strongly agree Percent Personal accomplishment
  12. 12. Figure 5.11: Bar chart for Employees willing to help Interpretation: The number of the total customers who responded were n= 75. The question was asked from the customers that whether the bank employees are willing to help them. 54.7% customers strongly agree that the bank employees willing to help them. 32% agree with the statement and 13.3% customers moderately agree with the statement. This is also represented in bar chart format. 5.1.12 The All SME’s employees promptly provide service for the acheievvemnt of the objectives. Table 5.12: Employees promptly provide service Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 5 6.7 6.7 8.0 moderately agree 8 10.7 10.7 18.7 13.3 32 54.7 0 10 20 30 40 50 60 moderately agree agree strongly agree Percent Employees willing to help customers
  13. 13. agree 35 46.7 46.7 65.3 strongly agree 26 34.7 34.7 100.0 Total 75 100.0 100.0 Figure 5.12: Bar chart for Employees promptly provide service Interpretation: The question was asked from the customers that whether the bank employees promptly provide them service. 46.7% customers agree that the bank employees promptly provide them service. 34.7% strongly agree with the statement. 10.7% moderately agree with the statement. 6.7% disagree with this statement and 1.3% customers strongly disagree with the statement. This is also represented in bar chart format. 5.1.13 The SME’s has courteous, friendly and knowledgeable staff . Table 5.13: Courteous, friendly and knowledgeable staff Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 3 4.0 4.0 5.3 1.3 6.7 10.7 46.7 34.7 0 5 10 15 20 25 30 35 40 45 50 strongly disagree disagree moderately agree agree strongly agree Percent Employees promptly provide service
  14. 14. moderately agree 3 4.0 4.0 9.3 agree 32 42.7 42.7 52.0 strongly agree 36 48.0 48.0 100.0 Total 75 100.0 100.0 Figure 5.13: Bar chart for Courteous, friendly and knowledgeable staff Interpretation: The question was asked from the customers that whether the bank has courteous, friendly and knowledgeable staff. 42.7% customers agree that the bank has courteous, friendly and knowledgeable staff. 48% strongly agree with the statement. 4% moderately agree with the statement. 4% disagree with this statement and 1.3% customers strongly disagree with the statement. This is also represented in bar chart format. 5.1.14 The bank employee carefully address to when clints request a transaction. Table 5.14: Employee carefully listens Frequency Percent Valid Percent Cumulative Percent Valid moderately agree 8 10.7 10.7 10.7 1.3 4 4 42.7 48 0 10 20 30 40 50 60 strongly disagree disagree moderately agree agree strongly agree Percent Courteous, friendly and knowledgeable staff
  15. 15. agree 38 50.7 50.7 61.3 strongly agree 29 38.7 38.7 100.0 Total 75 100.0 100.0 Figure 5.14: Bar chart for Employee carefully listens Interpretation: The question was asked from the customers that whether the bank employee carefully listens to them when they request a transaction. 50.7% customers agree that the bank employee carefully listens to them when they request a transaction. 38.7% strongly agree and 10.7% customers moderately agree with the statement. This is also represented in bar chart format. 5.1.16 The information given by SME’s is clear and easy to understand for the people and UAE government in acheieving the objectives. Table 5.16: Clear and easy to understand Information 10.7 50.7 38.7 0 10 20 30 40 50 60 moderately agree agree strongly agree Percent Employee carefully listens
  16. 16. Frequency Percent Valid Percent Cumulative Percent Valid disagree 1 1.3 1.3 1.3 moderately agree 7 9.3 9.3 10.7 agree 31 41.3 41.3 52.0 strongly agree 36 48.0 48.0 100.0 Total 75 100.0 100.0 Figure 5.16: Bar chart for clear and easy to understand Information Interpretation: The question was asked from the customers that whether the information given was clear and easy to understand. 41.3% customers agree that the information given was clear and easy to understand. 48% strongly agree with the statement. 9.3% moderately agree with the statement and 1.3% customers disagree with this statement. This is also represented in bar chart format. 5.1.17 The SME’s strategy about employees in providi individual attention to address the challenges faced by UAE government. 1.3 9.3 41.3 48 0 10 20 30 40 50 60 disagree moderately agree agree strongly agree Percent Clear and easy to understand Information
  17. 17. Table 5.17: Individual attention to customers Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 2 2.7 2.7 4.0 moderately agree 7 9.3 9.3 13.3 agree 25 33.3 33.3 46.7 strongly agree 40 53.3 53.3 100.0 Total 75 100.0 100.0 Figure 5.17: Bar chart for Individual attention to customers Interpretation: The question was asked from the customers that whether the employees at SME’s provide them individual attention. 33.3% customers agree that the bank employees provide them individual attention. 53.3% strongly agree with the statement. 9.3% moderately agree with the statement. 2.7% disagree with this statement and 1.3% customers strongly disagree with the statement. This is also represented in bar chart format. 5.1.19 The UAE government and employees at SME’s quickly resolve the problems encounter. 1.3 2.7 9.3 33.3 53.3 0 10 20 30 40 50 60 strongly disagree disagree moderately agree agree strongly agree Percent Individual attention to customers
  18. 18. Table 5.19: Problems resolution Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 2 2.7 2.7 2.7 disagree 3 4.0 4.0 6.7 moderately agree 8 10.7 10.7 17.3 agree 34 45.3 45.3 62.7 strongly agree 28 37.3 37.3 100.0 Total 75 100.0 100.0 Figure 5.19: Bar chart for Problems resolution Interpretation: The question was asked from the customers that whether the bank employees quickly resolve the problems they encounter. 45.3% customers were agreeing that the bank employees quickly resolve the problems they encounter. 37.3% strongly agree with the statement. 10.7% moderately agree with the statement. 4% disagree with this statement and 2.7% customers strongly disagree with the statement. This is also represented in bar chart format. 5.1.20 The employees complete transaction in no time. 2.7 4 10.7 45.3 37.3 0 5 10 15 20 25 30 35 40 45 50 strongly disagree disagree moderately agree agree strongly agree Percent Problems resolution
  19. 19. Table 5.20: Transaction completes in no time Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 1 1.3 1.3 1.3 disagree 2 2.7 2.7 4.0 moderately agree 9 12.0 12.0 16.0 agree 33 44.0 44.0 60.0 strongly agree 30 40.0 40.0 100.0 Total 75 100.0 100.0 Figure 5.20: Bar chart for Transaction completes in no time Interpretation: The question was asked from the customers that whether the bank employees complete their transaction in no time. 44% customers agree that the bank employees complete their transaction in no time.40 % strongly agree with the statement. 12% moderately agree with the statement. 2.7% disagree with this statement and 1.3% customers strongly disagree with the statement. This is also represented in bar chart format. 1.3 2.7 12 44 40 0 5 10 15 20 25 30 35 40 45 50 strongly disagree disagree moderately agree agree strongly agree Percent Transaction completes in no time
  20. 20. 5.1.25 The SME’s and UAE government gives priority to keep information confidential. Table 5.25: Priority to keep Information confidential Frequency Percent Valid Percent Cumulative Percent Valid agree 9 12.0 12.0 12.0 strongly agree 66 88.0 88.0 100.0 Total 75 100.0 100.0 Figure 5.25: Bar chart for Priority to keep Information confidential Interpretation: The question was asked from the customers that whether the bank gives priority to keep their information confidential. 88 % customers strongly agree that the bank gives priority to keep their information confidential and 12% customers strongly agree with the statement. This is also represented in bar chart format. 12 88 0 10 20 30 40 50 60 70 80 90 100 agree strongly agree Percent Priority to keep Information confidential
  21. 21. 5.1.26 The bank provides wide ranges of service packages with the functions and features to achieve the objectives. Table 5.26: Range of service packages. Frequency Percent Valid Percent Cumulative Percent Valid moderately agree 5 6.7 6.7 6.7 agree 19 25.3 25.3 32.0 strongly agree 51 68.0 68.0 100.0 Total 75 100.0 100.0 Figure 5.26: Bar chart for Range of service packages Interpretation: The question was asked from the customers that whether the bank provides wide ranges of service packages with the functions and features they want. 68% customers strongly agree that the bank provides wide ranges of service packages with the functions and features they want. 25.3% strongly agree with the statement and 6.7% customers moderately agree with the statement. This is also represented in bar chart format. 6.7 25.3 68 0 10 20 30 40 50 60 70 80 moderately agree agree strongly agree Percent Range of service packages
  22. 22. 5.1.27 The SME’s is charging reasonable service fees. Table 5.27: Reasonable service fees Frequency Percent Valid Percent Cumulative Percent Valid strongly disagree 2 2.7 2.7 2.7 disagree 6 8.0 8.0 10.7 moderately agree 23 30.7 30.7 41.3 agree 29 38.7 38.7 80.0 strongly agree 15 20.0 20.0 100.0 Total 75 100.0 100.0 Figure 5.27: Bar chart for Reasonable service fees Interpretation: The question was asked from the customers that whether the bank is charging reasonable service fees. 38.7% customers agree that the bank is charging reasonable service fees. 20 % strongly agree with the statement. 30.7% moderately agree with the statement. 8% disagree with this statement and 2.27% customers strongly disagree with the statement. This is also represented in bar chart format. 2.7 8 30.7 38.7 20 0 5 10 15 20 25 30 35 40 45 strongly disagree disagree moderately agree agree strongly agree Percent Reasonable service fees
  23. 23. 5.1.28 Overall, I am satisfied with the service quality of my bank. Table 5.28: Customer Satisfaction Frequency Percent Valid Percent Cumulative Percent Valid disagree 1 1.3 1.3 1.3 moderately agree 4 5.3 5.3 6.7 agree 22 29.3 29.3 36.0 strongly agree 48 64.0 64.0 100.0 Total 75 100.0 100.0 Figure 5.28: Bar chart for Customer Satisfaction Interpretation: The question was asked from the customers that whether they are satisfied with the service quality provided by their bank. 29.3% customers agree that they are satisfied with the service quality of their bank, 64% strongly agree with the statement. 5.3% moderately agree with the statement and 1.13% customers disagree with this statement. This is also represented in bar chart format. 1.3 5.3 29.3 64 0 10 20 30 40 50 60 70 disagree moderately agree agree strongly agree Percent Satisfactory service quality
  24. 24. 5.2 Hypotheses Testing Chi-square test and correlation analysis is applied to test the hypothesis and check the rejection and acceptance criteria. As for each hypothesis there was a single variable so non parametric test was applied. The level of significance for all hypotheses was 5%. 5.2.1 Relationship of Service Quality with Customer Satisfaction Ho: There is no significant challenges between SME and UAE government in handling . H1: There is a significant challenges between SME and UAE government in handling Table 5.2.1: Chi-Square Test Statistics Service SME and UAE Chi-Square 77.480a df 3 Asymp. Sig. .000 Interpretation The p-value of the chi-square is less than level of significance i.e. 0.000 < 0.05, therefore null hypothesis is rejected and alternative hypothesis is accepted that there is a significant relationship between SME and UAE government in handling. When service quality is improved customer are more satisfied. Acceptance and Rejection of Hypothesis: So H1 is accepted that there is a significant relationship between service SME and UAE government in handling.
  25. 25. 5.2.2 Testing Correlations between SME and UAE government in handling Ho: There is no significant challenges between SME and UAE government and Employees empowerment in handling H2: There is no significant challenges between SME and UAE government and Employees Empowerment in handling Table 5.2.2: Correlations Between SME’S, UAE Government And Employees Empowerment SME UAE Employee.empowerment SME Pearson Correlation 1 .278* .749** Sig. (2-tailed) .016 .000 N 75 75 75 UAE Government Pearson Correlation .278* 1 .286* Sig. (2-tailed) .016 .013 N 75 75 75 Employee.empowerment Pearson Correlation .749** .286* 1 Sig. (2-tailed) .000 .013 N 75 75 75 *. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed). Interpretation: The correlations between service quality and customer satisfaction has sig=0.016, p> 0.05, thus having a weak positive relationship. The correlations between SME’s and employee empowerment has sig=0.000, p> 0.05, thus having a strong positive relationship. The correlations between employee empowerment and UAE government has sig=0.013, p> 0.05, thus having a weak positive relationship. All the correlations are statistically significant and the null
  26. 26. hypothesis is rejected. The fact that all of these correlation coefficients have positive values indicates that increases in one variable correspond to increases in the other. Acceptance and Rejection of Hypothesis: So H2 is accepted There is no significant challenges between SME and UAE government and Employees Empowerment in handling

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