Overall satisfaction = f (inbranch satisfaction, ATM satisfaction, economic satisfaction and remote service satisfaction)
The regression analysis places overall satisfaction as the dependent variable while inbranch satisfaction, ATM satisfaction, economic satisfaction and remote service satisfaction; are the independent variables. The adjusted rsquared for the model is 0.247. The F statistic obtained is 276.241(p value: 0.000), which indicates that the independent variables have an influence on the dependent variable at the 5% significance level.
The Table 4 below illustrates the results of the regression analysis as explained. The P values illustrate that there is relationship between the four satisfaction determinants and overall satisfaction, significant at 5% significance level. The results in Table 4 show that in branch satisfaction has a strong influence on overall satisfaction (standardised coefficient value of 0.322), followed by economic factors, remote satisfaction and ATM satisfaction.
Table 4: Influence of Determinants of Satisfaction on Overall Satisfaction

Standardised coefficients (beta) 
Std. error 
T 
P value 
Constant 
0.035 
1.837 
0.066 

Inbranch satisfaction 
0.322 
0.012 
37.816 
0.000 
ATM satisfaction 
0.046 
0.009 
4.093 
0.000 
Economic satisfaction 
0.184 
0.010 
17.236 
0.000 
Remote satisfaction 
0.119 
0.011 
11.331 
0.000 
Table 5 below shows the mean values, and standard deviation of the respective determinants of overall satisfaction. From Table 5, the mean for inbranch satisfaction is 1.9345, with a standard deviation of 0.6418 which means that the responses for items under the inbranch satisfaction factor is very positive with most responses in the very satisfied or fairly satisfied categories. The mean for ATM satisfaction is similar 1.973, meaning respondents are fairly satisfied with ATM services both in availability and reliability. While the mean for economic factors was 2.807 and remote services satisfaction showed a mean of 2.467. This implies that respondents are less satisfied yet positive with both economic and remote services factors.
Table 5: Mean Values of Overall Satisfaction Determinants
Satisfaction determinants 
Total 
Mean 
Std. Deviation 
Inbranch satisfaction 
10168 
1.9345 
0.6418 
ATM satisfaction 
10168 
1.9732 
0.8329 
Economic satisfaction 
10168 
2.8070 
0.7567 
Remote services satisfaction 
10168 
2.4667 
0.6989 
In summary, all four satisfaction factors positively influence overall satisfaction in retail banking. The most significant factor influencing overall satisfaction is inbranch satisfaction while the least significant factor influencing overall satisfaction is ATM related satisfaction.
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