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Arthritis NSW Corporation Report


Introduction

Arthritis NSW is an organization that dates back over 40 years ago. It was established to help people suffering from arthritis and other musculoskeletal health related issues. In the course of helping, the firm provides knowledge, support and services to different people suffering from the above issues in the society. Over its life, the company has been able to grow immensely by establishing more subsidiaries in different regions.

Thus, the organization is involved in different activities that include provision of necessary support, increase community awareness, provision of professional health services to manage arthritis and conducting of seminars and workshops for community health professionals. Due to the nature of the company business, the firm has established many contacts with many people and organizations.

Some people are served and never return back while other come back bringing with them more support for the organization. Following the mixed reactions of the stakeholders of the organization, this study seeks to establish the level of satisfaction of clients with the services and activities of the organization.

The survey was conducted across different regions in while the firm operates and the clients were served with questionnaires while a few were interviewed. 200 people were surveyed hence forming the sample of the study. The research method used in the study was quantitative in nature. Data was analyzed using SPSS with the output being discussed in the subsequent sections.

Reliability Analysis

No regrets being involved with Arthritis NSW Corporation

Item Statistics
Mean Std. Deviation N
I have no regrets in being involved with Arthritis NSW 5.1500 1.35121 100
Q3b 5.4600 1.34405 100
Q3c 4.7200 1.49801 100
Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.674 .676 3
Inter-Item Correlation Matrix
I have no regrets in being involved with Arthritis NSW Q3b Q3c
I have no regrets in being involved with Arthritis NSW 1.000
Q3b .434 1.000
Q3c .480 .315 1.000
Inter-Item Covariance Matrix
I have no regrets in being involved with Arthritis NSW Q3b Q3c
I have no regrets in being involved with Arthritis NSW 1.826
Q3b .789 1.806
Q3c .972 .635 2.244
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I have no regrets in being involved with Arthritis NSW 10.1800 5.321 .565 .319 .477
Q3b 9.8700 6.013 .432 .204 .646
Q3c 10.6100 5.210 .470 .245 .606
Summary Item Statistics
Mean Minimum Maximum Range Maximum / Minimum Variance N of Items
Item Means 5.110 4.720 5.460 .740 1.157 .138 3
Item Variances 1.959 1.806 2.244 .438 1.242 .061 3
Inter-Item Covariances .799 .635 .972 .337 1.530 .023 3
Inter-Item Correlations .410 .315 .480 .165 1.522 .006 3

Discussion

The reliability of this variable is measured using Cronbach’s alpha. Reliability is indicated by the alpha to be 0.674. After standardization, Cronbach’s alpha becomes 0.676. The numbers of items measured are three. Given that the reliability is not above 0.7 accepted reliability, the outcome for this survey concerning this variable is not very reliable.

The inter-item correlation between the variables is not low enough to have a negative impact on the overall reliability. This is because, the inter-item correlation ranges from 0.315 to 0.48, values that are high enough to affect reliability positively. The inter item covariance matrix indicates that the covariance between the variables are high and there is low covariance.

This signifies that there are no omitted variables (values) hence the suitability of the reliability. There are no items to be deleted since there is no perfect correlation between the variables being measured. No item should be deleted in the reliability analysis since the deletion of the items reduces the value of Cronbach’s alpha.

The squared multiple correlations provide the reliability of items indicating their associated latent construct. The squared multiple correlations in the above analysis indicate that eh latent constructs for the items range from 0.204 to 0.319. It is therefore evident that the survey outcome is reliable at the value of 0.674.

Location of branch meeting

Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.904 .905 3
Inter-Item Correlation Matrix
The location of the branch meeting is close to me. The branch meetings are in a convenient location. Q4c
The location of the branch meeting is close to me. 1.000 .781 .749
The branch meetings are in a convenient location. .781 1.000 .749
Q4c .749 .749 1.000
Inter-Item Covariance Matrix
The location of the branch meeting is close to me. The branch meetings are in a convenient location. Q4c
The location of the branch meeting is close to me. 2.325 1.661 1.732
The branch meetings are in a convenient location. 1.661 1.945 1.584
Q4c 1.732 1.584 2.300
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
The location of the branch meeting is close to me. 7.0200 7.414 .817 .671 .855
The branch meetings are in a convenient location. 6.8200 8.088 .818 .671 .856
Q4c 7.3800 7.592 .793 .630 .875

Discussion

Cronbach’s alpha for the analyzed items is 0.904. This is a high value for reliability for the examined items in the survey. The high reliability is supported by a high inter item correlation that ranges from 0.749 to 0.781. The covariance matrix for the items indicates high covariance higher than 1 hence supporting the high level of reliability realized in the analysis of given set of item.

The rule of thumb provides that any item that increases Cronbach’s alpha should be deleted. However, all the items reduce the overall value of alpha whenever deleted hence there is no need to delete them. The mean of the items are as high as 7.02, 6.82 and 7.38 respectively. The latent construct of the observed items are very reliable since the squared multiple correlations are high ranging from 0.671, 0.671 and 0.630 respectively.

The mean high is as high as between 6.82 and 7.38 indicating high reliability. Scale variance in case of deletion of the items is high because the scale could vary by a margin of 7.414, 8.088 and 7.592 respectively in case the items are deleted in the same order.

Satisfaction

Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.861 .864 3
Inter-Item Correlation Matrix
I am satisfied with the amount of materials in the magazine The amount of materials in the magazine is enough for me to read through. The amount of materials in the magazine is just right for me.
I am satisfied with the amount of materials in the magazine 1.000 .702 .719
The amount of materials in the magazine is enough for me to read through. .702 1.000 .618
The amount of materials in the magazine is just right for me. .719 .618 1.000
Inter-Item Covariance Matrix
I am satisfied with the amount of materials in the magazine The amount of materials in the magazine is enough for me to read through. The amount of materials in the magazine is just right for me.
I am satisfied with the amount of materials in the magazine .887 .638 .739
The amount of materials in the magazine is enough for me to read through. .638 .930 .651
The amount of materials in the magazine is just right for me. .739 .651 1.192
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I am satisfied with the amount of materials in the magazine 10.5300 3.423 .790 .625 .760
The amount of materials in the magazine is enough for me to read through. 10.5900 3.557 .708 .519 .831
The amount of materials in the magazine is just right for me. 10.7200 3.093 .724 .542 .825

Discussion

Cronbach’s alpha that measures reliability is 0.861 for three variables. The high reliability is supported by a high inter item correlation between variables that is 0.618, 0.702 and 0.719. The correlation indicates that the items are highly correlated although there are no perfect correlations among the items.

In addition, their covariances range between 0.638 and 0.739. The lack of covariance that ate close to zero coupled with the inability to find perfect correlations indicates that the reliability of the items is genuine and should not be doubted by any secondary user of the study findings. Any deletion of a given item in the survey could result in the reduction of the Cronbach’s alpha rather than its increase.

Therefore, no item should be deleted from the list. These reliable outcome indicates that all clients of the Arthritis NSW are satisfied with the magazines provided by the company, the magazines provided by the firm are enough for its clients and that the magazine content is right for the intended clients. These outcome is supported by a low scale variance of between 3.093 and 3.557 and a squared multiple correlation of between 0.519 and 0.625.

Benefits from company resources (Magazines)

Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.875 .876 3
Inter-Item Correlation Matrix
I have beI have benefited from the contents in the past 3 issues of magazines nefited from the contents in the past 3 issues of magazines. The topics of the magazines related to my condition. The topics of the magazine contents were helpful to my situation.
I have beI have benefited from the contents in the past 3 issues of magazines nefited from the contents in the past 3 issues of magazines. 1.000 .716 .608
The topics of the magazines related to my condition. .716 1.000 .784
The topics of the magazine contents were helpful to my situation. .608 .784 1.000
Inter-Item Covariance Matrix
I have beI have benefited from the contents in the past 3 issues of magazines benefited from the contents in the past 3 issues of magazines. The topics of the magazines related to my condition. The topics of the magazine contents were helpful to my situation.
I have beI have benefited from the contents in the past 3 issues of magazines nefited from the contents in the past 3 issues of magazines. 1.211 1.073 .879
The topics of the magazines related to my condition. 1.073 1.855 1.403
The topics of the magazine contents were helpful to my situation. .879 1.403 1.727
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I have beI have benefited from the contents in the past 3 issues of magazines nefited from the contents in the past 3 issues of magazines. 9.9300 6.389 .702 .518 .879
The topics of the magazines related to my condition. 10.0300 4.696 .839 .706 .749
The topics of the magazine contents were helpful to my situation. 9.9800 5.212 .761 .619 .824

Discussion

The output of this variable indicates a Cronbach’s alpha value of 0.875. The high value of reliability is supported by inter item correlation matrix values that range from 0.608 to 0.784. There are no perfect inter item correlations. In addition, the inter item covariance is high with most of the items having it higher than one.

No item covariance is close to zero hence adding to the reliability of the study findings. The analysis point to the fact that only the first item should be deleted from the analysis since its deletion increases the Cronbach’s alpha from 0.875 to 0.879. Although the margin at which the alpha is increased is negligible, it remains to be a positive margin.

However, other two items should not be deleted since their deletion would lead to the reduction of the Cronbach’s alpha hence reliability. The possibility of deleting the first item is also supported by a high scale variance in case of its deletion compared to other variables.

The reliability of the items as an indicator of their latent constructs are indicated by the squared multiple correlations that are 0.518, 0.706 and 0.619 for the three items respectively. It is therefore evident that the outcome of the analyzed data is reliable and that the clients of the organization have benefited from the magazines of provided by the company.

In addition, the topics of the magazines were related and helpful to the condition of the customers. In spite of the outcome, the findings would be more reliable if the first item (benefits from the first three issues of the magazine) could be deleted.

Understanding Content

Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.582 .589 3
Inter-Item Correlation Matrix
I can understand the materials in the magazine. Q10b Q10c
I can understand the materials in the magazine. 1.000 .274 .287
Q10b .274 1.000 .409
Q10c .287 .409 1.000
Inter-Item Covariance Matrix
I can understand the materials in the magazine. Q10b Q10c
I can understand the materials in the magazine. .917 .358 .435
Q10b .358 1.852 .882
Q10c .435 .882 2.511
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I can understand the materials in the magazine. 10.2100 6.127 .334 .112 .576
Q10b 10.8400 4.297 .439 .194 .405
Q10c 10.4700 3.484 .445 .200 .411

Discussion

The reliability of the study findings is average provided the high value of Cronbach’s alpha of 0.582. Three items were analyzed to provide the outcome of low inter item correlation that range from 0.274 to 0.489. There are no perfect correlations since the correlation values are not close and equal to unity. In addition, the covariance realized in the analysis indicates high values that are not close to zero, hence strengthening the reliability of the study.

The deletion of any item form the analysis reduces the Cronbach’s alpha hence the reliability of the analyzed data. Therefore, no item should be deleted from the study. The latent construct reliability associated with the items is low as indicated by the squared multiple correlation that range from 0.112 to 0.2.

Therefore, the customers of Arthritis NSW are able to understand the items that are included in the magazines of the company independently. However, the articles in the magazines provided little insight to the topics that the customers were interested in and that they would often require other people to explain the contents of the article to enhance their understanding.

Value for money

Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.884 .885 3
Inter-Item Correlation Matrix
I feel I have received overall value for money for the services provided by the membership. My expectations of the membership were fully satisfied based on the cost of the membership. The quality of the services I received in the membership equals to the price I paid.
I feel I have received overall value for money for the services provided by the membership. 1.000 .715 .687
My expectations of the membership were fully satisfied based on the cost of the membership. .715 1.000 .756
The quality of the services I received in the membership equals to the price I paid. .687 .756 1.000
Inter-Item Covariance Matrix
I feel I have received overall value for money for the services provided by the membership. My expectations of the membership were fully satisfied based on the cost of the membership. The quality of the services I received in the membership equals to the price I paid.
I feel I have received overall value for money for the services provided by the membership. .824 .642 .643
My expectations of the membership were fully satisfied based on the cost of the membership. .642 .980 .772
The quality of the services I received in the membership equals to the price I paid. .643 .772 1.062
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I feel I have received overall value for money for the services provided by the membership. 8.5200 3.585 .748 .561 .861
My expectations of the membership were fully satisfied based on the cost of the membership. 8.6000 3.172 .802 .644 .811
The quality of the services I received in the membership equals to the price I paid. 8.6800 3.088 .781 .616 .832

Discussion

The outcome of the survey concerning this variable is reliable given the value of Cronbach’s alpha of 0.884. The high reliability is supported by high inter item correlation values that range from 0.687 to 0.756. The values do not provide any instances of perfect correlations since there are no correlations between items of one. In addition, the covariance between items is between 0.642 and 0.772.

With no covariance, the findings indicate high levels of reliability. The deletion of items from the analysis reduces the Cronbach’s alpha rather than increasing it. Therefore, no item should be deleted from the survey because any deletion would reduce reliability. The squared multiple correlations are at an average of between 0.561 and 0.644. The values indicate high reliability of items related to the latent construct.

From the analysis, it is evident that the clients of the Arthritis NSW feel that they have received value for their money where by their expectations were fully satisfied by the firm. Moreover, the quality of services they received in membership is equivalent to the price they paid as members in the organization. Therefore, the company should keep up its treatment of its members to avoid any dissatisfaction while maintaining growth in future.

Service satisfaction

Reliability Statistics
Cronbach’s Alphaa Cronbach’s Alpha Based on Standardized Itemsa N of Items
-.424 -.473 4
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Inter-Item Correlation Matrix
I am satisfied with the services that the current price of the membership offers. The price of the membership was affordable to me. Q12c Q12d
I am satisfied with the services that the current price of the membership offers. 1.000 .004 -.202 .020
The price of the membership was affordable to me. .004 1.000 .191 -.593
Q12c -.202 .191 1.000 .057
Q12d .020 -.593 .057 1.000
Inter-Item Covariance Matrix
I am satisfied with the services that the current price of the membership offers. The price of the membership was affordable to me. Q12c Q12d
I am satisfied with the services that the current price of the membership offers. 1.270 .005 -.313 .027
The price of the membership was affordable to me. .005 1.387 .309 -.852
Q12c -.313 .309 1.891 .095
Q12d .027 -.852 .095 1.485
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I am satisfied with the services that the current price of the membership offers. 11.5100 3.869 -.127 .048 -.347a
The price of the membership was affordable to me. 10.9100 4.265 -.221 .407 -.134a
Q12c 12.0400 2.503 .042 .125 -.982a
Q12d 12.8800 4.551 -.281 .386 .001
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item coding.

Discussion

The Cronbach’s alpha is a negative value of 0.424. The value is negative due to the negative average covariance among some variables used in the survey hence violating the required guidelines of reliability. Therefore, from the start, the findings indicated in this variable are not valid. Although there are no perfect inter item correlations, the inter item correlations are very low with some values being negative.

The outcome is replicated in the inter item covariance that is indicated by some values being negative hence zero or near zero. Following this outcome, the findings of the survey are not reliable and it casts doubt on the source of the data for the survey. Either the researcher was biased or the respondents did not provide true information regarding some of the items.

Deleting the first two items in the analysis of this variable improves the reliability of the outcome since it increases the value of Cronbach’s alpha. For instance, the deletion of the first item increases Chronbach’s alpha from -0.424 to -0.347 while the deletion of the second item increases Cronbach’s alpha from -0.424 to -0.134.

Moreover, the last item should be done away with completely since its deletion increases the value of reliability by the largest margin form -0.424 to 0.001. Therefore, the members of Arthritis NSW are not comfortable with the services offered by the firm regarding the membership price and the membership price should b reduced for it to be affordable to many members. Given that many members are not comfortable with the current membership price, it should not be increased in future with the addition of services.

Future use of service (Loyalty)

Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.860 .860 2
Inter-Item Correlation Matrix
I would re-join Arthritis NSW in the future. It is likely that I will be involved in Arthritis NSW.
I would re-join Arthritis NSW in the future. 1.000 .754
It is likely that I will be involved in Arthritis NSW. .754 1.000
Inter-Item Covariance Matrix
I would re-join Arthritis NSW in the future. It is likely that I will be involved in Arthritis NSW.
I would re-join Arthritis NSW in the future. 1.749 1.310
It is likely that I will be involved in Arthritis NSW. 1.310 1.726
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I would re-join Arthritis NSW in the future. 4.4700 1.726 .754 .568 .
It is likely that I will be involved in Arthritis NSW. 4.2200 1.749 .754 .568 .

Discussion

The Cronbach’s reliability alpha for this variable was 0.86 with only 2 items being analyzed. The high reliability is supported by a high inter item correlation values between the items with no perfect correlations. In addition, the items have high values of covariance and there is no covariance value close to zero. In spite of the analysis results, the effect of any deletion of items on the reliability is not indicated. Therefore, the variable survey results are reliable. Due to this, it is evident that most members would like to rejoin arthritis NSW in future given the services provided by the company.

Overall satisfaction

Reliability Statistics
Cronbach’s Alpha Cronbach’s Alpha Based on Standardized Items N of Items
.888 .889 3
Inter-Item Correlation Matrix
I am satisfied with my time at Arthritis NSW. Joining Arthritis NSW was overall a good decision. I have no regrets in being involved with Arthritis NSW.
I am satisfied with my time at Arthritis NSW. 1.000 .715 .713
Joining Arthritis NSW was overall a good decision. .715 1.000 .755
I have no regrets in being involved with Arthritis NSW. .713 .755 1.000
Inter-Item Covariance Matrix
I am satisfied with my time at Arthritis NSW. Joining Arthritis NSW was overall a good decision. I have no regrets in being involved with Arthritis NSW.
I am satisfied with my time at Arthritis NSW. .704 .532 .577
Joining Arthritis NSW was overall a good decision. .532 .784 .644
I have no regrets in being involved with Arthritis NSW. .577 .644 .928
Item-Total Statistics
Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach’s Alpha if Item Deleted
I am satisfied with my time at Arthritis NSW. 9.9000 3.000 .762 .581 .859
Joining Arthritis NSW was overall a good decision. 9.7300 2.785 .795 .634 .828
I have no regrets in being involved with Arthritis NSW. 9.7100 2.551 .793 .632 .833

Discussion

The reliability of the items analyzed as provided by Cronbach’s alpha is 0.888. It is supported by a high level of inter item correlation that range from 0.713 to 0.755, hence no perfect inter item correlations. There is no near zero covariance between the items hence further support of the reliability.

No item should be deleted from the analysis because the deletion of any item could result in reduction of the reliability. The square multiple correlation of the survey is 0.581, 0.634 and 0.632 respectively for three surveyed items. The outcome of the survey support the study since all members of Arthritis NSW made good decision in joining the organization. Therefore, they do not regret joining the firm (Zikmund & Babin, 2010).

Renewal Process

Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .216a .047 .037 .79595
a. Predictors: (Constant), Renewal process
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 3.037 1 3.037 4.793 .031a
Residual 62.087 98 .634
Total 65.123 99
a. Predictors: (Constant), Renewal process
b. Dependent Variable: Overall Satisfaction
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 4.068 .384 10.599 .000
Renewal process .161 .073 .216 2.189 .031 1.000 1.000
a. Dependent Variable: Overall Satisfaction

Discussion

The above regression results indicate that overall satisfaction of the members of Arthritis NSW depends on the renewal process provided by the organization. The level of members who are satisfied without considering the overall renewal process of the company stands at 4.068 (constant).

However, any single improvement of the renewal process of the company improves member satisfaction by 0.216.. The standard error involved is 0.073. In spite of the relationship, the R squared value of the regression is at 0.47 (low) implying that the overall level of satisfaction of members of Arthritis NSW is explained by only 4.7% of the renewal process.teh standard error of the overall estimate is at 0.79595.

Branch Location

Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .212a .045 .035 .79674
a. Predictors: (Constant), Branch location
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 2.914 1 2.914 4.591 .035a
Residual 62.209 98 .635
Total 65.123 99
a. Predictors: (Constant), Branch location
b. Dependent Variable: Overall Satisfaction
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 4.442 .224 19.859 .000
Branch location .127 .059 .212 2.143 .035 1.000 1.000
a. Dependent Variable: Overall Satisfaction

Discussion

This regression results indicate the existing relationship between the levels of satisfaction of the members of Arthritis NSW with the location of the branch (subsidiary) of the firm. The dependent variable is the level of satisfaction. It is clearly indicated that in the results that level of satisfaction depends on the branch location.

However, the autonomous level of satisfaction stands at 4.442 while every single improvement in the location of a given branch of the company improves the level of satisfaction by 0.212. The error involved is 0.79674. Only 4.5% of the level of satisfaction in the company is explained by the location of the branch since the R squared value is 0.045

Class timetable / location

Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .341a .117 .085 .74306
a. Predictors: (Constant), Class timetable, Class location, Class frequency
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 6.121 3 2.040 3.695 .015a
Residual 46.379 84 .552
Total 52.500 87
a. Predictors: (Constant), Class timetable, Class location, Class frequency
b. Dependent Variable: Overall Satisfaction
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 3.406 .461 7.380 .000
Class location .107 .067 .166 1.593 .115 .974 1.027
Class frequency .162 .101 .176 1.615 .110 .882 1.134
Class timetable .141 .079 .195 1.781 .079 .878 1.140
a. Dependent Variable: Overall Satisfaction

Discussion

This section sought to determine the level of member satisfaction basing on the location of the class, the timetable and the frequency of classes. From the above results, it is evident that the three variables determine the level of satisfaction at different rates.

Any slight improvement in class location, frequency and class timetable improves satisfaction by 0.166, 0.176 and 0.195 respectively. However, autonomous level of satisfaction that does not depend on these variables is 3.406. The level of satisfaction explained by the three variables as indicated by the R squared is 11.7%.

Depth of Magazine articles

Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .300a .090 .061 .78580
a. Predictors: (Constant), Depth of the articles, Magazine content, Relevance of the magazine materials
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 5.845 3 1.948 3.155 .028a
Residual 59.278 96 .617
Total 65.123 99
a. Predictors: (Constant), Depth of the articles, Magazine content, Relevance of the magazine materials
b. Dependent Variable: Overall Satisfaction
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 3.197 .572 5.593 .000
Magazine content .146 .100 .160 1.464 .147 .796 1.257
Relevance of the magazine materials .071 .087 .098 .809 .421 .641 1.560
Depth of the articles .107 .093 .130 1.153 .252 .749 1.335
a. Dependent Variable: Overall Satisfaction

Discussion

The level of satisfaction in this section depends on the quality of the magazine articles that are evaluated in terms of content, relevance and depth. Any improvement in the three variables improves the level of member satisfaction by 0.16, 0.98 and 0.13 respectively. Autonomous satisfaction that does not depend on the content, depth and relevance is 3.197. However, the level of member satisfaction explained by these three variables as indicated by the R squared is 9%.

Membership Quality

Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .509a .259 .251 .70185
a. Predictors: (Constant), Quality of the Membership
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 16.849 1 16.849 34.204 .000a
Residual 48.275 98 .493
Total 65.123 99
a. Predictors: (Constant), Quality of the Membership
b. Dependent Variable: Overall Satisfaction
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 2.876 .352 8.181 .000
Quality of the Membership .468 .080 .509 5.848 .000 1.000 1.000
a. Dependent Variable: Overall Satisfaction

Discussion

The level of satisfaction in this section depends on the quality of the magazine articles that are evaluated in terms of content, relevance and depth. Any improvement in the three variables improves the level of member satisfaction by 0.16, 0.98 and 0.13 respectively. Autonomous satisfaction that does not depend on the content, depth and relevance is 3.197. However, the level of member satisfaction explained by these three variables as indicated by the R squared is 9%.

Membership price

Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .030a .001 -.009 .81483
a. Predictors: (Constant), Price
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression .057 1 .057 .086 .770a
Residual 65.066 98 .664
Total 65.123 99
a. Predictors: (Constant), Price
b. Dependent Variable: Overall Satisfaction
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 5.067 .609 8.314 .000
Price -.045 .153 -.030 -.293 .770 1.000 1.000
a. Dependent Variable: Overall Satisfaction

Discussion

The level of satisfaction in this section depends on the quality of the magazine articles that are evaluated in terms of content, relevance and depth. Any increase in the price of membership reduces satisfaction by 0.03. Autonomous satisfaction that does not depend on the membership price is 5.067. However, the level of member satisfaction explained by these three variables as indicated by the R squared is 0.1%.

Conclusion

Arthritis NSW corporation provides various services and products to its clients including necessary support to people suffering from arthritis and other muscoskeltal issues. The organization was established about 40 years ago and has undergone tremendous changes over time that has enabled it to grow.

In the course of its growth, the company has been able to establish other subsidiaries in different regions and countries. In spite of its success in growth and expansion, there are many issues facing the firm some of which are directly related to the customers served. The company customers are the reason for its existence and some have gone a step further to supporting the organization in terms of donations and financial support.

The issues affecting the firm including the changing business environment that necessitates increase of memberships fee has not gone down well with the members and as indicated in this survey, the members are not contended with these issues. This survey established that most of the members of the organization are satisfied with the services offered by the company including treatment and support of Arthritis patients.

They are happy with the content published in company magazines because the articles are relevant to their situation. However, some members need help of other people in order to comprehend the articles. In addition, the members obtain value for their money and membership fee. However, they do not recommend an increase of membership fee.

Following these outcomes, it is important that the company adhere to a few recommendations as indicated below:

  • The company is doing well in providing the necessary magazines for the clients it serves. However, some clients find difficulties in comprehending the articles. It is important that the company provide articles that can be easily comprehended by its members for easy readability and understanding.
  • Some members indicated that although the articles were relevant to their situation, they were not their favorites. It is true that the firm may not be able to satisfy all customer needs. However, the firm should segment the market and conduct survey on customer needs regarding articles published in the company magazine. This would solve these issues since most customers would be provided with a variety of magazines containing articles they like.
  • Much of the activities and services provided by Arthritis NSW are related to community work. The services and products are supported by membership charges from company members, donations and support from well-wishers among others. As operating conditions in the business environment change, the firm finds it difficult to operate. However, an increase of the membership fee is an option since the firm would lose most of its members who would deny it an important source of revenue and financial support. Therefore, the company should maintain the current membership fee.

Reference

Zikmund, W. & Babin, B. (2010) Exploring Marketing Research. 10 Edn. Boston, MA: South-Western.

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IvyPanda. (2019, June 27). Arthritis NSW Corporation. Retrieved from https://ivypanda.com/essays/arthritis-nsw-corporation/

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"Arthritis NSW Corporation." IvyPanda, 27 June 2019, ivypanda.com/essays/arthritis-nsw-corporation/.

1. IvyPanda. "Arthritis NSW Corporation." June 27, 2019. https://ivypanda.com/essays/arthritis-nsw-corporation/.


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IvyPanda. "Arthritis NSW Corporation." June 27, 2019. https://ivypanda.com/essays/arthritis-nsw-corporation/.

References

IvyPanda. 2019. "Arthritis NSW Corporation." June 27, 2019. https://ivypanda.com/essays/arthritis-nsw-corporation/.

References

IvyPanda. (2019) 'Arthritis NSW Corporation'. 27 June.

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