CHAPTER 4: ANALYSIS

4.1. DESCRIPTIVE STATISTICS

For the research, descriptive statistics include the numbers, charts and graphs used to describe, organize and present data on each variable. For the research five variables were determined: IT System, IT Skill, IT Training, IT Training, Empowerment and Performance. Values of the variables were derived after averaging five questions under each variable. Mean, standard deviation, variance, minimum & maximum value for each value is shown in the following table. TABLE 1: Descriptive Statistics of all variables DESCRIPTIVE STATISTICS N It.System It.Skill It.Training Empowerment Performence Valid N (listwise) 110 110 110 110 110 110 Minimu m 1.20 1.40 1.00 1.20 1.00 Maximum 4.60 4.60 5.00 4.80 5.00 Mean 3.1091 3.2618 3.0927 3.2873 3.2036 Std. Deviation .83045 .76614 .94303 .78450 .85455 Variance .690 .587 .889 .615 .730

This table provides the basic statistical information about the data set, such as showing the mean response for average of five questions for each variable individual questions and its deviation from the mean. For this information, for instance we find that the among the 110 participants 59 were male and 51 were female which is equal to 53.6% male & 46.4% female. Participants of the research came from various age groups. Age range of the participants is 20 to above 40. But most of the participants belongs to the age group 25 -34 & 31 -35. These descriptive statistics of the entire data set has been represented in Table 1 (given in Appendix)

4.2. GRAPHICAL REPRESENTATION OF DATA AND FREQUENCY DISTRIBUTION

TABLE 1: Gender of the employees in Citibank N.A Frequency 59 51 110 Percent 53.6 46.4 100.0 Valid Percent 53.6 46.4 100.0 Cumulative Percent 53.6 100.0

Valid

Male Female Total

Figure:1 Histogram showing the frequency distribution of the employees gender DATA ANALYSIS There were 110 respondents of which 59 were male and 51 were female. These respondents are all employees in Citibank, N.A. from various departments. INTERPRETATION From the sample size of 110 employees working in Citibank N.A. the number of male are more than the female.

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TABLE 2: Employees Age Distribution Frequency 7 42 45 10 6 110 Percent 6.4 38.2 40.9 9.1 5.5 100.0 Valid Percent 6.4 38.2 40.9 9.1 5.5 100.0 Cumulative Percent 6.4 44.5 85.5 94.5 100.0

Valid

20 -24 25-30 31-35 35-40 40 Total

Figure 2: Bar chart showing the frequency age distribution of the employees at Citibank, N.A. DATA ANALYSIS Out of 110 employees, 44.5% of the employees belong to 20 - 30 age range, 50% of the employees are in the age group of 30 40 and the rest 5.5% of the employees age are above 40. INTERPRETATION The numbers of employees working in Citibank N.A. are mostly in their mid thirties. However, there is also a significant number of employees who are at their mid twenties. This shows that Citibank N.A. has a young labour force as there are only few employees who are above forties.

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TABLE 3: Satisfied with the IT systems that are used in the current process. Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 11 10.0 10.0 10.0 Agree 27 24.5 24.5 34.5 Neutral 31 28.2 28.2 62.7 Disagree 23 20.9 20.9 83.6 Strongly disagree 18 16.4 16.4 100.0 Total 110 100.0 100.0

Figure 3: Bar chart showing the frequency distribution DATA ANALYSIS Of the respondents 10% strongly agreed to the satisfaction in the current IT system used in the current process, 25% agreed, 28% are neutral about the satisfaction with the IT system, 21% disagreed that there is no satisfaction and 16.4% strongly disagreed. INTERPRETATION Most of the employees are indifferent about the IT systems that are being used in their current process. Although a significant number of employees are satisfied with their current process IT system. It is because, employees arent aware of the different method or software used in the job.

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Valid

TABLE 4: The IT system used in our current process can be improved. Cumulative Frequency Percent Valid Percent Percent Strongly Agree 6 5.5 5.5 5.5 Agree 28 25.5 25.5 30.9 Neutral 26 23.6 23.6 54.5 Disagree 35 31.8 31.8 86.4 Strongly disagree 15 13.6 13.6 100.0 Total 110 100.0 100.0

Figures 4: Bar chart and line curve shows the frequency distribution DATA ANALYSIS Of the respondents 5.5% strongly agreed to the improvement in IT system, 26% agreed, 24% are neutral about the improvement in IT system, 32% disagreed that there is no need for improvement and 14% strongly disagreed. INTERPRETATION Majority of the employees said that the IT system used in their current system doesnt need to be improved. However, a significant number of employees feel the need of improvement in their current IT system. 49 | P a g e

TABLE 5: An improve IT system is needed to enhance skills. Frequency 9 37 26 31 7 110 Percent 8.2 33.6 23.6 28.2 6.4 100.0 Valid Percent 8.2 33.6 23.6 28.2 6.4 100.0 Cumulative Percent 8.2 41.8 65.5 93.6 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

Figure 5: Area curve shows the frequency distribution DATA ANALYSIS Of the respondents 8.2% strongly agreed to the enhancement in skills, 34% agreed, 24% are neutral about the enhancement, 28% disagreed that there is no need for enhancement and 6% strongly disagreed. INTERPRETATION Most of the employees said that their skill can be improved if there is an improvement in the IT system. It is because the current IT system used by the employees of Citibank, N.A. isnt satisfactory for which their skills arent able to enhance.

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TABLE 6: An improve IT system helps to perform effectively by saving time Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 20 18.2 18.2 18.2 Agree 19 17.3 17.3 35.5 Neutral 22 20.0 20.0 55.5 Disagree 32 29.1 29.1 84.5 Strongly disagree 17 15.5 15.5 100.0 Total 110 100.0 100.0

Figure 6: Histogram showing the frequency distribution DATA ANALYSIS Of the respondents 18% strongly agreed to perform effectively by saving time, 17% agreed, 20% are neutral about the performance, 29% disagreed that IT system helps to perform effectively and 16% strongly disagreed. INTERPRETATION From the graph, it can be seen that most of the employees believe that improvement in IT system doesnt help them to perform effectively by saving time. It is because they are not aware of other method of doing the work. Hence, the employees dont know the effect of business process reengineering on the performance of their work.

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TABLE 7: Improve IT system helps to perform efficiently by minimizing errors. Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 11 10.0 10.0 10.0 Agree 19 17.3 17.3 27.3 Neutral 24 21.8 21.8 49.1 Disagree 43 39.1 39.1 88.2 Strongly disagree 13 11.8 11.8 100.0 Total 110 100.0 100.0

Figure 7: Line graph showing the frequency distribution DATA ANALYSIS Of the respondents 10% strongly agreed to perform efficiently by minimizing errors, 17% agreed, 22% are neutral about the performance, 39% disagreed that IT system helps to perform efficiently and 12% strongly disagreed. INTERPRETATION From the graph, it can be seen that most of the employees believe that improvement in IT system doesnt help them to perform efficiently by minimizing errors. It is because they are not aware of other method of doing the work. Hence, the employees dont know the effect of business process reengineering on the performance of their work.

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TABLE 8: Satisfied with the number of IT skilled employees in the current process. Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 7 6.4 6.4 6.4 Agree 16 14.5 14.5 20.9 Neutral 19 17.3 17.3 38.2 Disagree 41 37.3 37.3 75.5 Strongly disagree 27 24.5 24.5 100.0 Total 110 100.0 100.0

Figure 8: Bar chart showing the frequency distribution DATA ANALYSIS Of the respondents 6% strongly agreed of their satisfaction with the number of IT skilled employees in the current process, 15% agreed, 17% are neutral about the satisfaction, 37% disagreed with the number of IT skilled employees and 25% strongly disagreed.

INTERPRETATION It can be seen from the graph that the employees arent satisfied with the number of IT skilled employees working in the current process. The employees believe that there is a need of more IT skilled employees in their current process in order to enhance their work performance.

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TABLE 9: More of IT skilled employees are needed in the unit Frequency 5 36 9 39 21 110 Percent 4.5 32.7 8.2 35.5 19.1 100.0 Valid Percent 4.5 32.7 8.2 35.5 19.1 100.0 Cumulative Percent 4.5 37.3 45.5 80.9 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

Figure 9: Bar Chart showing the frequency distribution DATA ANALYSIS Of the respondents 5% strongly agreed to the need of IT skilled employees in the unit, 33% agreed, 8% are neutral about the satisfaction, 36% disagreed with more number of IT skilled employees and 19% strongly disagreed. INTERPRETATION Majority of the employees agreed and disagreed to the need of more of IT skilled employees in the unit. It maybe because the current employees find addition of new employees to the work as a threat to their job and other welcomes the help of more IT skilled employees as they believe it can enhance the efficient level of the working environment.

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TABLE 10: IT skills are necessary to maximize the use of the Information Technology Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 9 8.2 8.2 8.2 Agree 36 32.7 32.7 40.9 Neutral 29 26.4 26.4 67.3 Disagree 19 17.3 17.3 84.5 Strongly disagree 17 15.5 15.5 100.0 Total 110 100.0 100.0

FIGURE 10: Pie chart showing the frequency distribution

DATA ANALYSIS Of the respondents 9% strongly agreed that IT skills are necessary to maximize the use of the information technology, 33% agreed, 26% are neutral about the necessity, 17% disagreed with the necessity of IT skills and 16% strongly disagreed. INTERPRETATION From the pie chart, it can be seen that the majority of the employees agreed to the necessity of IT skills to maximize the use of Information Technology. Since, IT skilled employees are able to maximize the use of the information technology then the employees who doesnt have any IT skills.

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TABLE 11: IT skills helps to perform effectively by saving time Frequency 6 23 24 53 4 110 Percent 5.5 20.9 21.8 48.2 3.6 100.0 Valid Percent 5.5 20.9 21.8 48.2 3.6 100.0 Cumulative Percent 5.5 26.4 48.2 96.4 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

FIGURE 11: Histogram showing the frequency distribution DATA ANALYSIS Of the respondents 6% strongly agreed that IT skills helps to perform effectively by saving time, 21% agreed, 22% are neutral about the effectiveness, 48% disagreed with the effectiveness of IT skills by saving time and 4% strongly disagreed. INTERPRETATION From the graph, it can be seen that majority of the employees are being indifferent about the effectiveness of IT skills in their performance through saving time. The employees arent aware of the effect of IT skills have on their performance of work. They believe that they dont need special IT skills to do their job only. 56 | P a g e

TABLE 12: IT skills help to perform efficiently by minimizing errors. Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 7 6.4 6.4 6.4 Agree 28 25.5 25.5 31.8 Neutral 30 27.3 27.3 59.1 Disagree 29 26.4 26.4 85.5 Strongly disagree 16 14.5 14.5 100.0 Total 110 100.0 100.0

FIGURE 12: Area curve showing the frequency distribution DATA ANALYSIS Of the respondents 6% strongly agreed that IT skills helps to perform efficiently by minimizing error, 26% agreed, 27% are neutral about the efficiency, 26% disagreed with the efficiency of IT skills by minimizing error and 15% strongly disagreed. INTERPRETATION It can be seen that majority of the employees are being indifferent about the efficiency of IT skills in their performance through minimizing errors. The employees arent aware of the effect of IT skills have on their performance of work. They believe that they dont need special IT skills to do their job only.

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TABLE 13: Training & Education is necessary after BPR implementation Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 14 12.7 12.7 12.7 Agree 25 22.7 22.7 35.5 Neutral 15 13.6 13.6 49.1 Disagree 34 30.9 30.9 80.0 Strongly disagree 22 20.0 20.0 100.0 Total 110 100.0 100.0

FIGURE 13: Line curve showing the frequency distribution DATA ANALYSIS Of the respondents 13% strongly agreed that training and education is necessary after BPR implementation, 23% agreed, 14% are neutral about the necessity, 31% disagreed with the necessity of training and education after BPR implementation and 20% strongly disagreed. INTERPRETATION From the line graph, it can be seen that the most of the employees disagreed to the training and education after BPR implementation. It is because employees dont feel the need of training and educating themselves about the business process reengineering as it is time consuming.

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TABLE 14: Training & Education will increase flexibility and adaptability to change. Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 7 6.4 6.4 6.4 Agree 38 34.5 34.5 40.9 Neutral 30 27.3 27.3 68.2 Disagree 19 17.3 17.3 85.5 Strongly disagree 16 14.5 14.5 100.0 Total 110 100.0 100.0

FIGURE 14: Bar chart showing the frequency distribution

DATA ANALYSIS Of the respondents 6% strongly agreed that training and education will increase flexibility and adaptability to change in their performance, 35% agreed, 27% are neutral about the flexibility and adaptability, 17% disagreed with the flexibility to change 15% strongly disagreed. INTERPRETATION Majority of the employees agreed that training and education will increase the flexibility and adaptability to change their performance. This shows that employees are willing to do training and educating themselves about the business process reengineering. 59 | P a g e

TABLE 15: Training and Education assist in developing new skills Frequency 12 25 31 30 12 110 Percent 10.9 22.7 28.2 27.3 10.9 100.0 Valid Percent 10.9 22.7 28.2 27.3 10.9 100.0 Cumulative Percent 10.9 33.6 61.8 89.1 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

FIGURE 15: Pie chart showing the frequency distribution DATA ANALYSIS Of the respondents 11% strongly agreed that training and education assist in developing new skills, 23% agreed, 28% are neutral about the assistance in developing new skills, 27% disagreed with the assistance in developing new skills and 11% strongly disagreed. INTERPRETATION Majority of the employees are neutral about the development of new skills assisted through training and education. It maybe because they believe training and education isnt required to develop a new skill.

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FIGURE 16: Training & Education helps to perform effectively by saving time Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 12 10.9 10.9 10.9 Agree 30 27.3 27.3 38.2 Neutral 19 17.3 17.3 55.5 Disagree 32 29.1 29.1 84.5 Strongly disagree 17 15.5 15.5 100.0 Total 110 100.0 100.0

FIGURE 16: Histogram showing the frequency distribution DATA ANALYSIS Of the respondents 11% strongly agreed that training and education helps to perform effectively by saving time, 27% agreed, 17% are neutral about the performing effectively by saving time, 29% disagreed with the effective performance and 16% strongly disagreed.

INTERPRETATION From the graph, it can be seen that training and education doesnt help the employees perform effectively by saving time. It may be because the employees think that training and education are time consuming and unnecessary, they prefer on the job training. 61 | P a g e

TABLE 17: Training & Education helps to perform efficiently by minimizing errors Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 12 10.9 10.9 10.9 Agree 30 27.3 27.3 38.2 Neutral 24 21.8 21.8 60.0 Disagree 24 21.8 21.8 81.8 Strongly disagree 20 18.2 18.2 100.0 Total 110 100.0 100.0

FIGURE 17: Line curve showing the frequency distribution

DATA ANALYSIS Of the respondents 11% strongly agreed that training and education helps to perform efficiently by minimizing error, 27% agreed, 21% are neutral about the performing efficiently by minimizing errors, 21% disagreed with the efficient performance and 18% strongly disagreed. INTERPRETATION From the graph, it can be seen that majority of the employees agree that training and education help them to perform efficiently by minimizing errors as it educate them. 62 | P a g e

TABLE 18: Employee empowerment is needed to improve performance. Cumulative Percent 10.9 22.7 58.2 84.5 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

Frequency 12 13 39 29 17 110

Percent 10.9 11.8 35.5 26.4 15.5 100.0

Valid Percent 10.9 11.8 35.5 26.4 15.5 100.0

FIGURE 18: Bar chart showing the frequency distribution

DATA ANALYSIS Of the respondents 11% strongly agreed that employee empowerment is needed to improve performance, 12% agreed, 35% are neutral about the improvement in performance, 26% disagreed with the employee empowerment and 16% strongly disagreed. INTERPRETATION The graph shows that majority of the employees are neutral about the necessity of employee empowerment for improve performance. Since the work perform by employees are centralised they are reluctant to have complete empowerment.

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TABLE 19: Current IT system gives the ability to do the work independently. Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 3 2.7 2.7 2.7 Agree 20 18.2 18.2 20.9 Neutral 28 25.5 25.5 46.4 Disagree 39 35.5 35.5 81.8 Strongly disagree 20 18.2 18.2 100.0 Total 110 100.0 100.0

FIGURE 19: Pie chart showing the frequency distribution

DATA ANALYSIS Of the respondents 3% strongly agreed that current IT system gives the ability to the employees to work independently, 18% agreed, 26% are neutral about the ability to do the work independently, 36% disagreed with the independence of the work in the current system and 18% strongly disagreed. INTERPRETATION From the chart it can be seen that majority employees doesnt have the ability to do the work independently. This shows that the current IT system doesnt empower the employees to do the work on their own. Hence, the department work on a centralize method. 64 | P a g e

TABLE 20: BPR using IT can help empower. Frequency 4 24 32 34 16 110 Percent 3.6 21.8 29.1 30.9 14.5 100.0 Valid Percent 3.6 21.8 29.1 30.9 14.5 100.0 Cumulative Percent 3.6 25.5 54.5 85.5 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

FIGURE 20: Area curve showing the frequency distribution

DATA ANALYSIS Of the respondents 3% strongly agreed that business process reengineering using IT can help empower the employees, 22% agreed, 29% are neutral about the empowerment getting through business process reengineering, 31% disagreed that employee can be empowered through BPR implementation and 15% strongly disagreed. INTERPRETATION Majority of the employees disagreed that they can business process reengineering can help them to empowerment. Employees dont believe that BPR implementation can help them to achieve empowerment on their job. 65 | P a g e

TABLE 21: Empowerment through BPR using IT helps to perform effectively by saving time Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 7 6.4 6.4 6.4 Agree 32 29.1 29.1 35.5 Neutral 28 25.5 25.5 60.9 Disagree 23 20.9 20.9 81.8 Strongly disagree 20 18.2 18.2 100.0 Total 110 100.0 100.0

FIGURE 21: Histogram showing the frequency of the distribution

DATA ANALYSIS Of the respondents 6% strongly agreed that empowerment through BPR using IT helps to perform effectively by saving time, 29% agreed, 26% are neutral about the effective performance by saving time, 21% disagreed that employee perform effectively by saving time through empowerment and 18% strongly disagreed. INTERPRETATION Most of the employees agreed that empowerment through business process reengineering helps to perform effectively by saving time. Empowerment allows the employees to have more freedom to do their work as there is no dependence on others. 66 | P a g e

TABLE 22: Empowerment through BPR using IT helps to perform efficiently by minimizing errors. Frequency 5 23 34 35 13 110 Percent 4.5 20.9 30.9 31.8 11.8 100.0 Valid Percent Cumulative Percent 4.5 4.5 20.9 25.5 30.9 56.4 31.8 88.2 11.8 100.0 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

FIGURE 22: Line curve showing the frequency distribution

DATA ANALYSIS Of the respondents 5% strongly agreed that empowerment through BPR using IT helps to perform efficiently by minimizing errors , 21% agreed, 31% are neutral about the efficient performance by minimizing error, 32% disagreed that employee perform efficiently by minimizing error through empowerment and 12% strongly disagreed. INTERPRETATION Majority of the employees have both been neutral and disagree on business process reengineering helps to perform efficiently by minimizing error. Errors are likely to happen whether the employees are empowered or not. 67 | P a g e

TABLE: 23 Performance is mostly based on IT system. Frequency 7 25 29 32 17 110 Percent 6.4 22.7 26.4 29.1 15.5 100.0 Valid Percent 6.4 22.7 26.4 29.1 15.5 100.0 Cumulative Percent 6.4 29.1 55.5 84.5 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

FIGURE 23: Bar chart showing the frequency distribution

DATA ANALYSIS Of the respondents 6% strongly agreed that performance is mostly based on IT system , 23% agreed, 26% are neutral about the performance, 29% disagreed that employee performance is based on IT system and 16% strongly disagreed. INTERPRETATION Most of the employees disagreed that their performance is based on IT system only. It is because, employees believe that their performance is based on their own skill rather than based on IT system. They dont think that their performance is dependent on IT system.

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TABLE 24: Performance can be improved by implementing IT enabled BPR. Valid Strongly Agree Agree Neutral Disagree Strongly disagree Total Frequency 7 26 28 31 18 110 Percent 6.4 23.6 25.5 28.2 16.4 100.0 Valid Percent 6.4 23.6 25.5 28.2 16.4 100.0 Cumulative Percent 6.4 30.0 55.5 83.6 100.0

FIGURE 24: Area curve showing the frequency distribution

DATA ANALYSIS Of the respondents 6% strongly agreed that performance can be improved by implementing IT enabled BPR, 24% agreed, 26% are neutral about the performance, 28% disagreed that employee performance can be improved and 16% strongly disagreed. INTERPRETATION From the curve it can be seen that majority of the employees disagreed that their performance can be improved by implementing IT enabled business process reengineering. The employees seem to believe that their performance has nothing to do with the implementation of the IT enable business process reengineering. 69 | P a g e

TABLE 25: Performance is enhanced when empowered by IT. Frequency 7 24 33 32 14 110 Percent 6.4 21.8 30.0 29.1 12.7 100.0 Valid Percent 6.4 21.8 30.0 29.1 12.7 100.0 Cumulative Percent 6.4 28.2 58.2 87.3 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

FIGURE 25: Pie chart showing the frequency distribution

DATA ANALYSIS Of the respondents 6% strongly agreed that performance is enhanced when empowered by information technology 22% agreed, 30% are neutral about the performance enhancement, 29% disagreed that employee performance can be enhanced and 13% strongly disagreed. INTERPRETATION From the chart, it can be seen that majority of the employees are being neutral to the performance enhancement due to empowerment of the employees. Empowerment of employees although gives freedom but doesnt ensure better performance

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TABLE 26: IT Education and Training is needed to improve performance. Valid Strongly Agree Agree Neutral Disagree Strongly disagree Total Frequency 12 27 27 28 16 110 Percent 10.9 24.5 24.5 25.5 14.5 100.0 Valid Percent 10.9 24.5 24.5 25.5 14.5 100.0 Cumulative Percent 10.9 35.5 60.0 85.5 100.0

FIGURE 26: Histogram showing the frequency distribution DATA ANALYSIS Of the respondents 11% strongly agreed that IT education and training is needed to improve performance, 25% agreed, 25% are neutral about the performance improvement, 26% disagreed that employee performance can be improved through IT education and training and 15% strongly disagreed. INTERPRETATION From the chart it can be seen that employees response are spread over agree, neutral and disagree. Hence, the responses are indefinite which makes it very difficult to evaluate.

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TABLE 27: IT skills enhance performance. Frequency 11 22 20 43 14 110 Percent 10.0 20.0 18.2 39.1 12.7 100.0 Valid Percent 10.0 20.0 18.2 39.1 12.7 100.0 Cumulative Percent 10.0 30.0 48.2 87.3 100.0

Valid

Strongly Agree Agree Neutral Disagree Strongly disagree Total

FIGURE 27: Line curve showing the frequency distribution DATA ANALYSIS Of the respondents 10% strongly agreed that IT skills enhance performance, 20% agreed, 18% are neutral about the performance enhancement, 39% disagreed that employee performance can be enhanced through IT skills and 13% strongly disagreed.

INTERPRETATION Majority of the employees disagreed that information technology skills enhance performance. Employees believe that they dont need added IT skills in order to enhance their performance. Their current skills are enough for them to perform well.

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4.3. CROSSTABS & CHI-SQUARE TEST

Crosstab, or Cross Tabulation, is a process or function that combines and/or summarizes data from one or more sources into a concise format for analysis or reporting. Crosstabs display the joint distribution of two or more variables and they are usually represented in the form of a contingency table in a matrix. Chi-square test is possible from the crosstabs after finding the expected value for each cell. CROSSTAB BETWEEN GENDER AND PERFORMANCE ENHANCEMENT The cross tabulation between two variables, gender and performance increase due to BPR is given below TABLE 1: Crosstab between gender and performance Gender * Performance improve due to IT enabled BPR Cross tabulation Count Does your performance improve due to IT enabled BPR Yes What is your gender? Total Male Female 47 33 80 No 12 18 30 Total 59 51 110

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From the cross tabulation and the bar chart, it appears that both male and female agreed that their performance have improved after BPR. CHI-SQUARE TEST OF GENDER AND PERFORMNCE INCREASE Null Hypothesis: Performance increase is not due to gender difference. Alternative Hypothesis: Performance increase is due to gender difference.

TABLE 2: Chi-Square output for performance increase Value df Asymp. Sig. (2-sided) Pearson Chi-Square Continuity Correction
b

3.084a 2.377 3.056 110

1 1 1

.079 .123 .080

Linear-by-Linear Association N of Valid Cases

Decision: the significance level is higher than 0.05. Therefore null hypothesis should be accepted. So it can be stated that Performance increase is not due to gender difference. CROSSTAB BETWEEN GENDER AND SATISFACTION LEVEL WITH IT-SYSTEM The cross tabulation between two variables, gender and satisfaction level with IT System is given below TABLE 3: Cross tabulation between gender and IT system Gender * Satisfaction level with the IT system. I am satisfied with the IT system that we are using in our current process. Strongly Neutra Strongly Agree Agree l Disagree disagree Male 8 18 12 15 6 Female 3 9 19 8 12 11 27 31 23 18

What is your gender? Total

Total 59 51 110

From the cross tabulation, it appears that most of the employees agree that they are not satisfied with the current IT System.

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CHI-SQUARE TEST OF GENDER AND SATISFACTION LEVEL WITH IT SYSTEM Null Hypothesis: Employees are satisfied with IT System. Alternative Hypothesis: Employees are not satisfied with IT System. TABLE 4: Chi square test of gender and IT system Chi-Square Tests Value Df Asymp. Sig. (2-sided) a Pearson Chi-Square 10.457 4 .033 Likelihood Ratio 10.632 4 .031 Linear-by-Linear Association 3.689 1 .055 N of Valid Cases 110 a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.10. Decision: the significance level is lower than 0.05. Therefore null hypothesis should be rejected. So it can be stated that employees are not satisfied with IT System. CROSSTAB BETWEEN GENDER AND ENHANCEMENT OF IT SKILL The cross tabulation between two variables, gender and enhancement of skill through IT System is given below TABLE 5: Crosstab between gender and improvement of IT skill Gender * Enhance of skills through IT system. Cross tabulation An improve IT system is needed to enhance my skills. Strongly Agree What is your gender? Total Male Female 7 2 9 Agree 19 18 37 Neutral 12 14 26 Disagree 18 13 31 Strongly disagree 3 4 7 Total 59 51 110

From the cross tabulation, it appears that most of the employees agree that they can enhance skills through the IT System.

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CHI-SQAURE TEST OF GENDER AND SATISFACTION LEVEL WITH IT SYSTEM Null Hypothesis: Employees can enhance skills through IT System. Alternative Hypothesis: Employees cannot enhance skills through IT System. TABLE 6: Chi-square test of gender with IT system Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 3.344 .402 110
a

df 4 4 1

Asymp. Sig. (2-sided) .502 .479 .526

3.494

a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is 3.25. Decision: the significance level is higher than 0.05. Therefore null hypothesis should be accepted. So it can be stated that employees can enhance skills through IT System. CROSSTAB BETWEEN GENDER AND SATISFACTION LEVEL WITH THE NUMBER OF SKILLED EMPLOYEES TABLE 7: Crosstab between Gender and Satisfaction level with the number of skilled Employees Gender * Satisfaction level with the number of skilled employees in our current process. Cross tabulation Count I am satisfied with the number of IT skilled employees in our current process. Strongly Strongly Agree Agree Neutral Disagree disagree Total What is Male 7 7 10 23 12 59 your Fema 0 9 9 18 15 51 gender? le Total 7 16 19 41 27 110 From the cross tabulation, it appears that most of the employees agree that they are not satisfied with the number of skilled employees.

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CHI-SQUARE TEST OF GENDER AND SATISFACTION LEVEL WITH THE NUMBER OF SKILLED EMPLOYEES Null Hypothesis: Employees are satisfied with the number of skilled employees. Alternative Hypothesis: Employees are not satisfied with the number of skilled employees. TABLE 8: Chi-square test of gender and Satisfaction level with the number of skilled Employees Chi-Square Tests Value df a Pearson Chi-Square 7.705 4 Likelihood Ratio 10.370 4 Linear-by-Linear Association 2.025 1 N of Valid Cases 110 a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 3.25. Decision: the significance level is lower than 0.05. Therefore null hypothesis should be rejected. So it can be stated that employees are not satisfied with the number of skilled employees. Asymp. Sig. (2sided) .103 .035 .155

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CROSSTAB BETWEEN GENDER AND NECESSITY OF USING IT The cross tabulation between two variables, gender and necessity of using information technology TABLE 9: Crosstab between Gender and Necessity of using information technology Gender * Necessity of using information technology. Crosstabulation IT skills are necessary to maximize the use of the Information Technology Strongly Agree What is your Male gender? Female Total 6 3 9 Agree 20 16 36 Neutral 13 16 29 Disagree 11 8 19 Strongly disagree 9 8 17 Total 59 51 110

From the cross tabulation, it appears that most of the employees agree that it is necessary to use information technology. CHI-SQUARE TEST OF GENDER AND SATISFACTION LEVEL WITH THE NUMBER OF SKILLED EMPLOYEES Null Hypothesis: It is necessary to use information technology. Alternative Hypothesis: It is not necessary to use information technology. TABLE 10: Chi-square test of gender and Satisfaction level with the number of skilled Employees Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 1.715a 1.728 .152 110 df 4 4 1 Asymp. Sig. (2-sided) .788 .786 .697

a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 4.17.

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Decision: the significance level is higher than 0.05. Therefore null hypothesis should be accepted. So it can be stated that it is necessary to use information technology. CROSSTAB BETWEEN GENDER AND NECESSITY OF TRAINING FOR BPR The cross tabulation between two variables; gender and the necessity of training after BPR is given below: TABLE 11: Crosstab between Gender and Necessity of training for BPR Gender * necessity of training after BPR Cross tabulation Training & Education is necessary after BPR implementation Strongly Agree What is your Male gender? Female Total 13 1 14 Agree 16 9 25 Neutral Disagree 8 7 15 15 19 34 Strongly disagree 7 15 22 Total 59 51 110

From the cross tabulation, it appears that most of the employees do not agree that training is necessary after implementing BPR.

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CHI-SQUARE TEST OF GENDER AND SATISFACTION LEVEL WITH THE NUMBER OF SKILLED EMPLOYEES Null Hypothesis: Training & education is necessary after implementing BPR. Alternative Hypothesis: Training & education is not necessary after implementing BPR. TABLE 12: Chi-square test of gender and Satisfaction level with the number of skilled Employees Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 15.191a 17.123 14.084 110 df 4 4 1 Asymp. Sig. (2-sided) .004 .002 .000

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 6.49. Decision: the significance level is lower than 0.05. Therefore null hypothesis should be rejected. So it can be stated that Training & education is not necessary after implementing BPR.

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4.4. ANOVA
PERFORMANCE AND IT SYSTEM The ANOVA test was conducted to measure the performance enhancement due to adaptation of IT System. Null Hypothesis: Employee performance isnt enhanced due to adaptation of IT System. Alternative Hypothesis: Employee performance is enhanced due to adaptation of IT System. Following output was generated after conducting ANOVA test at 95% confidence interval in SPSS. TABLE 3: ANOVA Table measuring performance enhancement due to IT System ANOVAb Model 1 Regression Residual Total Sum of Squares 25.563 54.035 79.599 Df 1 108 109 Mean Square 25.563 .500 F 51.094 Sig. .000a

a. Predictors: (Constant), IT.SYSTEM b. Dependent Variable: Performance

DECISION: The SPSS output for ANOVA shows that F value is 51.094 and the level of significance is .000. Because the significance level .000 is lower than acceptable level of significance .05, we can reject the null hypothesis. Therefore, it can be stated that employee performance is enhanced due to adaptation of IT System.

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PERFORMANCE AND IT SKILL This ANOVA test was conducted to measure the performance enhancement due to increase in IT Skill. Null Hypothesis: Employee performance isnt enhanced due to increase in IT Skill. Alternative Hypothesis: Employee performance is enhanced due to increase in IT Skill. Following output was generated after conducting ANOVA test at 95% confidence interval in SPSS. TABLE 4: ANOVA Table measuring performance enhancement due to IT Skill ANOVAb Model 1 Regression Residual Total Sum of Squares 21.554 58.044 79.599 Df 1 108 109 Mean Square 21.554 .537 F 40.105 Sig. .000a

a. Predictors: (Constant), IT.SKILL b. Dependent Variable: Performance DECISION: The SPSS output for ANOVA shows that F value is 40.105 and the level of significance is .000. Because the significance level .000 is lower than acceptable level of significance .05, we can reject the null hypothesis. Therefore, it can be stated that employee performance is enhanced due to increase in IT Skill.

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PERFORMANCE AND IT TRAINING AND EDUCATION The following ANOVA test was performed to measure the performance enhancement due to IT Training. Null Hypothesis: Employee performance isnt enhanced after providing IT Trainings. Alternative Hypothesis: Employee performance is enhanced after providing IT Trainings. Following output was generated after conducting ANOVA test at 95% confidence interval in SPSS. TABLE 5: ANOVA Table measuring performance enhancement after providing IT Training ANOVAb Model 1 Regression Residual Total Sum of Squares 12.352 67.246 79.599 df 1 108 109 Mean Square 12.352 .623 F 19.838 Sig. .000a

a. Predictors: (Constant), IT.Training b. Dependent Variable: Performance

DECISION: The SPSS output for ANOVA shows that F value is 19.838 and the level of significance is .000. Because the significance level .000 is lower than acceptable level of significance .05, we can reject the null hypothesis. Therefore, it can be stated that employee performance is enhanced after providing IT Training.

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PERFORMANCE AND EMPOWERMENT The following ANOVA test was performed to measure the performance enhancement due to employee empowerment. Null Hypothesis: Employee performance isnt enhanced after empowering employees. Alternative Hypothesis: Employee performance is enhanced after empowering employees. Following output was generated after conducting ANOVA test at 95% confidence interval in SPSS. TABLE 6: ANOVA Table measuring performance enhancement after empowering employees ANOVAb Model 1 Regression Residual Total Sum of Squares 41.630 37.969 79.599 df 1 108 109 Mean Square 41.630 .352 F 118.412 Sig. .000a

a. Predictors: (Constant), Empowerment b. Dependent Variable: Performance

DECISON: The SPSS output for ANOVA shows that F value is 118.412 and the level of significance is .000. Because the significance level .000 is lower than acceptable level of significance .05, we can reject the null hypothesis. Therefore, it can be stated that employee performance is enhanced after empowering employees.

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4.5. REGRESSION ANALYSIS

PERFORMANCE AND IT SYSTEM Purpose of this regression analysis was to find out whether IT System can enhance employee performance. Here performance is considered as dependent variable and IT System is considered as independent variable. Following Model Summary and Coefficients table was generated after running the regression analysis is SPSS.

TABLE 7: Model summary of IT System predicting Performance Model Summary Model 1 R .567a R Square .321 Adjusted R Square .315 Std. Error of the Estimate .70734

a. Predictors: (Constant), IT.SYSTEM

Figure 1: Scatter diagram Model summary above shows that correlation, r = .567. That means two variables, Performance & IT System, have strong positive correlation. Coefficient of determination or 85 | P a g e

the R-Square value is 0.321. That means 32.1% changes in the employee performance can be explained by the adaptation of IT System. Value of adjusted R-Square is 0.315 indicates 31.5% variation in performance can be measured by IT System. Regression was conducted at 95% confidence interval to test the effect of IT System on employee performance. And the coefficient table of the regression is shown below

TABLE 8: Coefficients table for Performance & IT System Coefficientsa Unstandardized Coefficients Model 1 (Constant) IT.SYSTEM B 1.391 .583 Std. Error .262 .082 .567 Standardized Coefficients Beta T 5.298 7.148 Sig. .000 .000

a. Dependent Variable: Performance

Null Hypothesis: IT System has no effect on employee performance. Alternative Hypothesis: IT System has an effect on employee performance. Test Statistic: The value of the for the IT System is .567, value of t statistic is 7.148 and the significance level is .000 Decision: Here the significance level .000 is lower than statistical significance .05. Therefore, we can reject the null hypothesis and it can be concluded that IT System has an effect on employee performance. The regression model to predict employee performance through IT System is: Performance = + (IT System) The coefficient table shows that value of is 1.391 and value of is .567. Therefore the model is Performance = 1.391 + 0.567(IT System) Now, the model will show how much effect IT system have on performance if the value of IT system is inserted in the model. 86 | P a g e

PERFORMANCE AND IT SKILL Purpose of this regression analysis was to find out whether IT Skill can enhance employee performance. Here performance is considered as dependent variable and IT Skill is considered as independent variable. Following Model Summary and Coefficients table was generated after running the regression analysis is SPSS. TABLE 9: Summary of the model predicting Performance through IT Skill Model Summary Model 1 R .520
a

R Square .271

Adjusted R Square .264

Std. Error of the Estimate .73311

a. Predictors: (Constant), IT.SKILL

Figure 2: Scatter diagram Model summary above shows that correlation, r = .520. That means two variables, Performance & IT Skill, have strong positive correlation. Coefficient of determination or the R-Square value is 0.271. That means 27.1% changes in the employee performance can be explained by the adaptation of IT Skill. Value of adjusted R-Square is 0.264 indicates 26.4% variation in performance can be measured by IT Skill. 87 | P a g e

Regression was conducted at 95% confidence interval to test the effect of IT Skill on employee performance. And the coefficient table of the regression is shown below

TABLE 10: Coefficient table of Performance prediction model through IT Skill Coefficientsa Unstandardized Coefficients Model 1 (Constant) IT.SKILL B 1.310 .580 Std. Error .307 .092 .520 Standardized Coefficients Beta t 4.268 6.333 Sig. .000 .000

a. Dependent Variable: Performance

Null Hypothesis: IT Skill has no effect on employee performance. Alternative Hypothesis: IT Skill has an effect on employee performance. Test Statistic: The value of the for the IT Skill is .520, value of t statistic is 6.333 and the significance level is .000 Decision: Here the significance level .000 is lower than statistical significance .05. Therefore, we can reject the null hypothesis and it can be concluded that IT Skill has an effect on employee performance. The regression model to predict employee performance through IT Skill is: Performance = + (IT Skill) The coefficient table shows that value of is 1.391 and value of is .567. Therefore the model is Performance = 1.310 + 0.520(IT Skill) Now, the model will show how much effect IT skill have on performance if the value of IT skill is inserted in the model.

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PERFORMANCE AND IT TRAINING Purpose of this regression analysis was to find out whether IT Training can enhance employee performance. Here performance is considered as dependent variable and IT Training is considered as independent variable. Following Model Summary and Coefficients table was generated after running the regression analysis is SPSS. TABLE 11: Summary of the performance predicting model through IT Training Model Summary Model 1 R .394a R Square .155 Adjusted R Square .147 Std. Error of the Estimate .78908

a. Predictors: (Constant), IT.Training

Figure 3: Scatter diagram Model summary above shows that correlation, r = .394. That means two variables, Performance & IT Training, have positive correlation. Coefficient of determination or the RSquare value is 0.155. That means only 15.5% changes in the employee performance can be explained by the adaptation of IT Training. Value of adjusted R-Square is 0.147 indicates only 14.7% variation in performance can be measured by IT Training. 89 | P a g e

Regression was conducted at 95% confidence interval to test the effect of IT Training on employee performance. And the coefficient table of the regression is shown below. TABLE 12: Coefficient table of performance prediction model through IT Training Coefficients Unstandardized Coefficients Model 1 (Constant) IT.Training B 2.100 .357 Std. Error .259 .080 .394 Standardized Coefficients Beta t 8.105 4.454 Sig. .000 .000

a. Dependent Variable: Performance

Null Hypothesis: IT Training has no effect on employee performance. Alternative Hypothesis: IT Training has an effect on employee performance. Test Statistic: The value of the for the IT Training is .394, value of t statistic is 4.454 and the significance level is .000 Decision: Here the significance level .000 is lower than statistical significance .05. Therefore, we can reject the null hypothesis and it can be concluded that IT Training has an effect on employee performance. The regression model to predict employee performance through IT Training is: Performance = + (IT Training) The coefficient table shows that value of is 1.391 and value of is .567. Therefore the model is Performance = 2.100 + 0.394(IT Training) Now, the model will show how much effect IT Training have on performance if the value of IT Training is inserted in the model.

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PERFORMANCE AND EMPOWERMENT Purpose of this regression analysis was to find out whether empowerment can enhance employee performance. Here performance is considered as dependent variable and empowerment is considered as independent variable. Following Model Summary and Coefficients table was generated after running the regression analysis is SPSS. TABLE 13: Summary of performance predicting model through empowerment Model Summary Model 1 R .723a R Square .523 Adjusted R Square .519 Std. Error of the Estimate .59293

a. Predictors: (Constant), Empowerment

Figure 4: Scatter diagram Model summary above shows that correlation, r = .723. That means two variables, Performance & Empowerment, have positive correlation. Coefficient of determination or the R-Square value is 0.523. That means only 52.3% changes in the employee performance can be explained by employee empowerment. Value of adjusted R-Square is 0.519 indicates only 51.9% variation in performance can be measured by employee empowerment. 91 | P a g e

Regression was conducted at 95% confidence interval to test the effect of empowerment on employee performance. And the coefficient table of the regression is shown below. TABLE 14: Coefficient Table of performance prediction model through empowerment Coefficientsa Unstandardized Coefficients Model 1 (Constant) Empowerment B .614 .788 Std. Error .245 .072 .723 Standardized Coefficients Beta t 2.510 10.882 Sig. .014 .000

a. Dependent Variable: Performance Null Hypothesis: Employee empowerment has no effect on employee performance. Alternative Hypothesis: Employee empowerment has an effect on employee performance. Test Statistic: The value of the for employee empowerment is .723, value of t statistic is 10.882 and the significance level is .000 Decision: Here the significance level .000 is lower than statistical significance .05. Therefore, we can reject the null hypothesis and it can be concluded that employee empowerment has an effect on employee performance. The regression model to predict employee performance through empowerment is: Performance = + (Empowerment) The coefficient table shows that value of is 1.391 and value of is .567. Therefore the model is Performance = 0.614 + 0.723(Empowerment) Now, the model will show how much effect empowerment have on performance if the value of empowerment is inserted in the model.

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4.6. MULTIPLE REGRESSION MODEL

Multiple regression model was used to formulate a model that explains how 4 independent variables, IT System, IT Skill, IT Training and Employee empowerment affects the employee performance which is the only dependent variable of this research. In other words, the model was formulated to understand how employee performance is affected because of all independent variable together. Following output was generated after conducting multiple regressions in SPSS. TABLE 15: Summary of multiple regression models Model Summary Model 1 R .758
a

R Square .575

Adjusted R Square .558

Std. Error of the Estimate .56783

a. Predictors: (Constant), Empowerment, IT. Training, IT.SYSTEM, IT.SKILL Model summary above shows that correlation, r = .758. That means employee performance is strongly correlated with IT System, IT Skill, IT Training and Employee Empowerment. Coefficient of determination or the R-Square value is 0.575. That means only 57.5% changes in the employee performance can be explained by this model. Value of adjusted R-Square is 0.558 indicates only 55.8% variation in performance can be measured by this model after considering all related factors. The regression model to predict employee performance is: Performance = + 1 (IT System) + 2 (IT Skill) + 3 (IT Training) + 4 (Empowerment) Total change in employee performance can be found after inserting the value of constant, , all variables and their related beta ().

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The coefficient table of the multiple regressions is shown below. TABLE 16: Coefficients table for multiple regression model Coefficientsa Unstandardized Coefficients Model 1 (Constant) IT.SYSTEM IT.SKILL IT. Training Empowerment B .259 .257 .074 -.074 .648 Std. Error .268 .088 .110 .078 .090 .250 .066 -.082 .595 Standardized Coefficients Beta t .966 2.931 .676 -.950 7.184 Sig. .336 .004 .501 .344 .000

a. Dependent Variable: Performance The coefficients table above shows that significance level for IT Skill and IT Training are .501 & .344 which are much higher than acceptable significance level of 0.05. Therefore it can be concluded that these two variables has no effect on the model. Individually all variables have significant effect on employee performance. But when put together, IT Skill and IT Training doesnt have much of importance. After inserting the values of constant and related beta of all variables, the multiple regressions model is

Performance = 0.259 + .250 (IT System) + .066 (IT Skill) 0.082 (IT Training) + 0.595 (Empowerment).

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4.7. RELIABILITY TEST

In statistics, reliability is the consistency of a set of measurements or of a measuring instrument, often used to describe a test. In the survey of this report, a set of 5 questions was asked to measure each variable. Here, reliability test is performed in order to check the consistency in the each set of questions. In SPSS, reliability is measured through Cronbachs alpha. Cronbach's (alpha) is a coefficient of reliability. It is commonly used as a measure of the internal consistency or reliability of a psychometric test score for a sample of examinees. Alpha varies from zero to 1 and it can take any value less than or equal to 1, including negative values, although only positive values make sense. Higher values of alpha are more desirable as it represents higher reliability. In most cases, alpha value is needed to be higher than 0.7 to be considered as reliable. RELIABILITY TEST ON IT SYSTEM A set of five questions was asked to measure the effectiveness of IT System. After performing reliability test on these 5 questions, following SPSS output was generated. TABLE 1: Result of reliability test on IT System Reliability Statistics Cronbach's Alpha .727 N of Items 5

The table above shows that Cronbachs alpha is positive and higher than 0.7. Therefore the questionnaire set measuring the effectiveness of IT System is acceptable and internally consistent. This also means that the questions for this variable were objective, accurate and positive.

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RELIABILITY TEST ON IT SKILL A set of five questions was asked to measure the effectiveness of IT Skill. After performing reliability test on these five questions, following SPSS output was generated. TABLE 17: Result of reliability test on IT SKILL Reliability Statistics Cronbach's Alpha .674 N of Items 5

The table above shows that Cronbachs alpha is positive but it is lower than than 0.7. Therefore the questionnaire set measuring the effectiveness of IT Skill is not internally consistent and hence it is not acceptable. Therefore data reduction by conducting Factor analysis on this questionnaire set is important in order to increase the internal consistency. Factor analysis of this questionnaire is shown in the next section. RELIABILITY TEST ON IT TRAINING A set of five questions was asked to measure the importance of IT Training. After performing reliability test on these 5 questions, following SPSS output was generated. TABLE 3: Result of reliability test on IT Training Reliability Statistics Cronbach's Alpha .809 N of Items 5

The table above shows that Cronbachs alpha is positive and higher than 0.7. Therefore the questionnaire set measuring the importance of IT Training is acceptable and internally consistent. This also means that the questions for this variable were objective, accurate and positive.

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RELIABILITY TEST ON EMPLOYEE EMPOWERMENT A set of five questions was asked to measure the importance of employee empowerment. After performing reliability test on these 5 questions, following SPSS output was generated.

TABLE 18: Result of reliability test on employee empowerment Reliability Statistics Cronbach's Alpha .737 N of Items 5

The table above shows that Cronbachs alpha is positive and higher than 0.7. Therefore the questionnaire set measuring the importance of employee empowerment is acceptable and internally consistent. This also means that the questions for this variable were objective, accurate and positive. RELIABILITY TEST ON EMPLOYEE PERFORMANCE A set of five questions was asked to measure the degree of employee performance enhancement. After performing reliability test on these 5 questions, following SPSS output was generated. TABLE 19: Result of reliability test on employee performance Reliability Statistics Cronbach's Alpha .775 N of Items 5

The table above shows that Cronbachs alpha is positive and higher than 0.7. Therefore the questionnaire set measuring the degree of employee performance increase is acceptable and internally consistent. This also means that the questions for this variable were objective, accurate and positive.

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4.8. FACTOR ANALYSIS

Factor analysis is a statistical method used to describe variability among observed variables in terms of a potentially lower number of unobserved variables called factors. The observed variables are modelled as linear combinations of the potential factors, plus error terms. The information gained about the interdependencies between observed variables can be used later to reduce the set of variables in a dataset (Factor analysis, 2011).

Cronbach's Alpha
1 0.8 0.6 0.4 0.2 0 IT System Cronbach's Alpha IT Skill IT Training

Empowerme Performance nt

0.727

0.674

0.809

0.737

0.775

Figure 2: Comparison of Cronbach's alpha Through the reliability test it was found that the alpha value of all variables were positive and higher than 0.7 except for IT Skill. Following table shows the alpha range for each variable.

TABLE 20: Range of Cronbach's Alpha 0.00 - 0.69 Independent Variable IT System IT Skill IT Training Empowerment Dependent Variable Performance 0.775 0.674 0.809 0.737 0.70 - 0.89 0.90 - 1.00

0.727

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The table shows that Cronbachs alpha for IT Skill is lower than 0.7 which means the questions asked to measure the variable does not have internal consistency. Hence factor analysis is important in order to deduct the question which is causing higher variation or inconsistency in the question set. If the questions or factors with high variation are deducted, question set will become more consistent and therefore will be more reliable. After conducting factor analysis on IT skill, following SPSS output was generated. TABLE 21: Variance in IT Skill Total Variance Explained Initial Eigen values Cumulative Component Total % of Variance % 1 2 3 4 5 2.346 .975 .664 .587 .428 46.930 19.491 13.278 11.743 8.559 46.930 66.420 79.698 91.441 100.000 Extraction Sums of Squared Loadings Total 2.346 % of Variance Cumulative % 46.930 46.930

Extraction Method: Principal Component Analysis. The table above shows that first component or the answers of first questions have highest percentage of variance. That means answers of first question are causing inconsistency in the question set. It is possible to get rid of 47% variance if the first question is deducted. After deducting the first question, reliability test on the IT Skill generates following SPSS output.

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4.8a. SCREE PLOT Data with high variance creates discrepancy. Therefore only the factors that have eigenvalue over 1 should be considered for analysis. Scree plot shows the value that should be extracted.

Figure 1: Scree Plot From the scree plot we can see that first four factors have eigenvalue over 1. Therefore, these four factors should be excluded from analysis and all remaining factors should be considered for analysis. TABLE 22: Reliability test on IT skill after factor analysis Reliability Statistics Cronbach's Alpha .719 N of Items 4

The reliability statistics table shows that after deducting the factor with highest variance Cronbachs alpha have increased to 0.719 from 0.674. As the Cronbachs alpha is now higher that 0.7, the questionnaire set is internally consistent and reliable.

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4.9. CORRELATION ANALYSIS

Correlation analysis measures the relationship between two continuous numeric variables that indicates both the direction and degree to which they co-vary with one another from case to case, without implying that one is causing the other. The significance of each correlation coefficient is displayed in the correlation Table 1. The significance level (or p-value) is the probability of obtaining results as extreme as the one observed. If the significance level is very small (less than 0.05) then the correlation is significant and the two variables are linearly related. If the significance level is relatively large (for example, 0.50) then the correlation is not significant, hence the two variables are not linearly related.

Null Hypothesis: IT skills and the performance of the employees are correlated Alternate Hypothesis: IT skills and the performance of the employees are not correlated In order to do the correlation test, IT skills has been considered as independent variable and performance as dependent variable.

TABLE 1: Correlation between IT skills and performance of the employees Performance IT.Skill Performance Pearson Correlation 1 .520** Sig. (2-tailed) .000 N 110 110 ** IT.Skills Pearson Correlation .520 1 Sig. (2-tailed) .000 N 110 110 **. Correlation is significant at the 0.01 level (2-tailed).

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Figure1:Scatter diagram of IT skills and performance of the employees The scatter plot of the variables shows that there is a linear and positive relationship between IT skills and the performance of the employees.

Bi-variate Regression model is also used to know the actual strength of the co-relation between Performance and the IT skills of the employees. The table below is showing the output of bi-variate correlation.

At the 99% confidence, there is a correlation between performance and IT skills. The correlation value is .520 which shows that there is a strong positive relationship between IT skills and the performance of the employees. Hence, the performance of the employees can improve if the IT skills of the employees are enhanced.

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Null Hypothesis: IT system and the performance of the employees are correlated Alternate Hypothesis: IT system and the performance of the employees are not correlated TABLE 2: Correlation between IT systems and performance of the employees Performance Pearson Correlation Sig. (2-tailed) N Pearson Correlation Performance 1 110 .567** .000 110 It.System .567** .000 110 1 110

It.System

Sig. (2-tailed) N **. Correlation is significant at the 0.01 level (2-tailed).

Figure 2: Scatter diagram of IT system and performance of the employees From the regression graph it is clear that Performance of the employee is positively correlated with the IT system of an organization. Bi-variate Regression model is also used to know the actual strength of the co-relation between Performance and the IT system of the organization. The table below is showing the output of bi-variate correlation.

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This is the correlation between IT system and performance of the employees. At the 99% confidence interval there is a correlation between performance and IT system, the correlation value is .567 which shows that there is a strong positive relationship between IT system and the performance of the employees. Therefore, if Citibank improve their IT systems then the performance of the employees are expected to improve as well.

Null Hypothesis: IT training and education and the performance of the employees are correlated Alternate Hypothesis: IT training and education and the performance of the employees are not correlated

TABLE 3: Correlation between IT Training and performance of the employees Performance IT Training Performanc Pearson Correlation 1 .394** e Sig. (2-tailed) .000 N 110 110 ** It.Training Pearson Correlation .394 1 Sig. (2-tailed) .000 N 110 110 **. Correlation is significant at the 0.01 level (2-tailed).

Figure 3: Scatter diagram of IT training and performance of the employees 104 | P a g e

By generating a regression graph through SPSS, it was found that there is a positive correlation between these two variables. Bi-variate Regression model is also used to know the actual strength of the co-relation between Performance and the IT Training and Education of the organization. The table below is showing the output of bi-variate correlation. At the 99% confidence interval there is a correlation between performance and IT training, the correlation value is .384 which shows IT training has a positive but a weak relationship with the performance of the employees. Therefore, the performance of the employees will not enhance that significantly if Citibank implement IT training and education. Null Hypothesis: Empowerment and the performance of the employees are correlated Alternate Hypothesis: Empowerment and the performance of the employees are not correlated TABLE 4: Correlation between empowerment and performance of the employees Pearson Correlation Sig. (2-tailed) N Empowerment Pearson Correlation Sig. (2-tailed) N **. Correlation is significant at the 0.01 level (2-tailed). Performance Performance 1 110 .723** .000 110 Empowerment .723** .000 110 1 110

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Figure 4: Scatter diagram of employee empowerment and performance of the employees

The scatter plot of the two variable shows that there is a positive and linear relationship between the performance of the employees and the empowerment in the organization as the line is going upward. Bi-variate Regression model is also used to know the actual strength of the co-relation between performance and the empowerment of the employees in the organization. The table below is showing the output of bi-variate correlation.

At the 99% confidence interval there is a correlation between performance and empowerment of the employees. The correlation value is .723 which shows that the empowerment of the employees has a strong positive relationship with the performance of the employees. Therefore, if Citibank empowers their employees then their performance will improve.

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4.10. NORMAL PROBABILITY PLOT

The probability-probability (P-P) plot is a graph of the empirical CDF values plotted against the theoretical CDF values. It is used to determine how well a specific distribution fits to the observed data. This plot will be approximately linear if the specified theoretical distribution is the correct model. PP PLOT FOR IT SYSTEM

Figure 1: PP Plot for IT System The PP plot shows an approximate liner curve. Therefore the specified theoretical distribution is the correct model.

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PP PLOT FOR IT SKILL

Figure 2: PP Plot for IT Skill Here the PP plot shows an approximate liner curve. Therefore the specified theoretical distribution is the correct model. PP PLOT FOR IT TRAINING

Figure 3: PP Plot for IT Training Here the PP plot shows an approximate liner curve. Therefore the specified theoretical distribution is the correct model.

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PP PLOT FOR EMPOWERMENT

Figure 4: PP Plot for empowerment Here the PP plot shows an approximate liner curve. Therefore the specified theoretical distribution is the correct model. PP PLOT FOR PERFORMANCEE

Figure 5: PP Plot for performance Here the PP plot shows an approximate liner curve. Therefore the specified theoretical distribution is the correct model.

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