customers KLM Engine Services
Appendices
Master thesis Business Administration:
Master Marketing Management
Master Research Based Marketing
Appendix I
Organogram Organization KLM
Appendix IV
Results statements
Shared Servic e s F a cility Ser v ic es Security Service s Health Services Board of Ma nag ing Direc tors
Organization KLM
Co
rp
o
rate Ce
n
ter
Gene ral Secratar iat, Legal & Governme nt af fairsFinance Internal Audit Corpo
rate Strat e gy & Business Develo pment Corpo rate Communications Corpo rate Procu rement & Fleet developme n t Passeng e r Busi ness Corp. Infor m O ff ice Personn el & O rg an. Corpor ate C on tr ol Sub-sidiaries Holdings <50% Charte r/
Low-cost Business Transavia
Engineering & Maintenancebusiness Cargo business KLM City-hopper Alliances Operations Control & Fleet Services
Ground Services
Flight Operations
Inflight Services
Network
Appendix II
Statements
Subject
Strongly
disagree
Disagree
Neither
agree,
nor disagree
Agree
Strongly
agree
1 In an urgent case the project team has the capacity to react rapidly
2
**1
*/4
** 2 The project team of KLM Engine Services works quickly1
*/5
**1
** 3 The project team of KLM Engine Services works efficiently3
**2
**1
*/1
** 4 The project team of KLM Engine Services is approachable1
*/2
**4
** 5 Interested in the problems of the customers1
**3
**1
*/2
**6 Interested in use of KLM Engines Services’ products by the customer
1
**2
**3
**1
* 7 Desired result delivered by KLM Engine Services1
*/3
**3
**8 Desired result delivered better than to competitors
1
**4
**1
*/1
**9 Objective technical information
2
**1
*/4
**10 Objective technical advice
2
**4
**1
*11 Effectiveness of the engine repairs
2
**1
*/4
**12 The technical quality is good
1
*1
**4
**1
**13 Reliable promises to the calculated bill of work
1
*/1
**4
**1
**14 Reliable promises to the calculated price
2
**4
**1
*15 Reliable promises to the calculated turn around time
1
*/2
**3
**1
**16 Fair and sincerity to the customer
1
*1
**4
**1
**17 The customer is told about existing problems
1
*/1
**2
**3
** 18 The customer is told if there are changes in price calculation1
*/2
**1
**3
**19 Willingness to help the customer
1
*/6
**20 The employees are knowledgeable
1
*/6
**21 The functional quality is good
1
*/2
**4
**22 Modern equipment for completing the repair services is used
1
*/3
**3
** 23 The advice given by the project team is helpful1
**1
*/5
**24 The customer is able to reach the KLM Engine Services
3
**1
*/2
**1
** 25 The service employees provides high quality work1
*/3
**3
**26 The customer is satisfied with the amount of contact lines
4
**2
**27 There are less disharmonies with KLM Engine Services
2
**1
*/
3
**1
**28 Maintain relationship
1
**1
**1
*/4
**29 Choice again for KLM Engine Services
1
**3
**1
*/1
**1
**30 Recommend KLM Engine Services
1
**1
*/2
**2
**1
**31 The limitations of their products are identified
1
*/4
**1
**1
**32 Promises are kept
1
*/1
**5
**33 There are no problems with the repair service
1
*2
**1
**3
** 34 Better quality is provided by KLM than by other suppliers1
*/5
**1
** 35 KLM Engine Services is more reliable than other suppliers1
**1
*/5
**36 Less variation in product quality than to other suppliers
1
*1
**5
**Table A: Opinions per statement customers related to KLM Engine Services: Airline A until Airline G
* = customer Airline A
Subject
Strongly
disagree
Disagree
Neither
agree,
nor disagree
Agree
Strongly
agree
1 In an urgent case the project team has the capacity to react rapidly
4
**11
**3
*/12
**2
*/3
**2 The project team of KLM Engine Services works quickly
7
**3
*/17
**1
*/6
**1
*3 The project team of KLM Engine Services works efficiently
1
*/15
**2
*/9
**1
*/6
**1
* 4 The project team of KLM Engine Services is approachable1
*/6
**2
*/23
**2
*/
1
**5 Interested in the problems of the customers
2
**1
*/11
**1
*/13
**3
*/
4
** 6 Interested in use of KLM Engines Services’ products by the customer1
**6
**1
*/10
**3
*/12
**1
*/1
** 7 Desired result delivered by KLM Engine Services1
**1
*/8
**1
*/14
**2
*/
6
**1
* 8 Desired result delivered better than to competitors9
**3
*/15
**2
*/
4
**9 Objective technical information
1
*/11
**3
*/11
**1
*/3
**10 Effectiveness of the engine repairs
1
*/1
**2
*/20
**1
*/9** 1
*11 Objective technical advice
1
*/8
**1
*/6
**2
*/12
**1
*/4
**12 Technical quality is good
1
*/5
**3
*/22
**1
*/3
**13 Reliable promises to the calculated bill of work
1
*/1
**9
**2
*/12
**1
*/8
**1
* 14 Reliable promises to the calculated price1
*9
**3
*/16
**1
*/5
**15 Reliable promises to the calculated turn around time
1
*/4
**2
*/19
**6
**2
*/
1
**16 Fair and sincerity to the customer
1
**11
**4
*/17
**1
*/1
** 17 The customer is told about existing problems3
**1
*/8
**3
*/16
**1
*/3
**18 The customer is told if there are changes in price calculation
3
**2
**2
*/9
**3
*/13
**3
**19 Willingness to help the customer
8
**1
*/16
**4
*/
6
**20 The employees are knowledgeable
1
**12
**5
*/16
**21 The functional quality is good
1
*1
*/13
**2
*/17
**1
*22 Modern equipment for completing the repair services is used
1
**1
*/2
**3
**3
*/21
**1
*/3
** 23 The advice given by the project team is helpful14
**3
*/12
**2
*/4
** 24 The customer is able to reach the KLM Engine Services1
**1
*/9
**2
*/18
**2
*/
2
**25 The service employees provides high quality work
3
**3
*/19
**1
*/7
**1
*/1
**26 The customer is satisfied with the amount of contact lines
1
**1
*/7
**10
**4
*/11
**1
**27 There are less disharmonies with the customer
3
**3
*/14
**1
*/10
**1
*/2
**28 There are often disharmonies within the project team
1
*/3
**3
*/10
**1
*/10
**6
**29 Maintain relationship
1
**6
**4
*/16
**1
*/5
**30 Choice again for the customer relationship
10
**3
*/15
**2
*/4
** 31 The limitations of their products are identified7
**1
*/17
**4
*/
4
**1
**32 Promises are kept
2
*/12
**11
**7
**33 There are no problems with the repair service
1
**2
*/
18
**1
*/4
**2
*/
7
**34 Better quality is provided by KLM than by other suppliers
1
**1
*/4
**3
*/17
**1
*/8
**35 KLM Engine Services is more reliable than other suppliers
2
*/
5
**2
*/22
**1
*/3
**36 Less variation in product quality than to other suppliers
1
*1
*/5
**3
*/25
**Table B: Opinions per statement project teams related to KLM Engine Services: customer Airline A
until Airline G
* = customer Airline A
Subject
Strongly
disagree
Disagree
Neither
agree,
nor
disagree
Agree
Strongly
agree
1 Our team is always working to improve the quality of service
5
**5
**5
**5
*2 We as a team always put ourselves for every customers we serve
1
*/3
**1
**/3
**1
*/3
**1
*/3
**1
*/3
** 3 Our team has specific ideas how to improve the quality of service1
**1
*6
**1
*/
7
**3
*/
1
** 4 In our team we often discuss how to improve service quality1
*/3
**4
**2
*/8
**2
* 5Within our team, employees often do more than their own responsibility
to help customers
1
**1
*/7
**2
*/
4
**2
*/3
**6
In our team we are permitted to use our own judgment in solving
problems
1
**2
*/6
**1
**1
*/4
**2
*/
2
**7 In our team we are encouraged to take initiative
1
**1
*/4
**1
*/7
**3
*/
3
** 8 In our team we are allowed to do our work the way we think best1
**2
**1
*/6
**4
*/
5
**9 As a team we are able to handle all tasks assigned to us ourselves
2
*/4
**3
**1
*/
6
**2
* 10 In our team we are trusted to exercise good judgment6
**4
**4
*/
4
**1
*11 The information exchange with other teams about customers is good
2
**1
*/7
**3
*/
6
**1
*12 Our team is willing to share information with other teams
1
*/3
**7
**3
*/
5
**2
13The information exchange with other teams helps us in serving our
customers
1
*/2
**1
*/
7
**3
*/5
**1
**14 Within our team standards are developed to judge our performance by
1
*/3
**2
*/9
**2
* 15Our team members share common expectations about the behavior of all
group members
1
**2
*/3
**6
**1
*/4
**2
*16
Our team members have identified the strengths and weaknesses of the
individual group members
2
*7
**3
*/5
**17
Our team members share common expectations about the behavior of
particular work group members with specific responsibilities
1
*1
*/5
**4
**3
*/6
**18 In general, we define the goals for own team
1
*/1
**1
*/
6
**2
*/6
**2
**1
* 19 We are allowed to define performance goals for our team1
*1
*/2
**7
**2
*/
5
**20 We establish our own task goals
1
*1
*/1
**1
*/9
**2
*/
4
*21 We set our own goals for group performance
1
**4
**3
*/4
**2
*/5
** 22 The mutual agreements are kept by the project team1
*/1
**2
*/
3
**2
*/6
**5
**23 The mutual agreements are kept by the individual team members
1
*/1
**1
*/5
**2
*/5
**1
*/4
** 24 The own responsibility is taken well by the individual members1
**3
**2
*/7
**3
*/
4
**25 The team members remain at their own role
1
**1
*/8
**3
*/
5
**1
* 26 The frequency of project team meetings is good3
**6
**3
*/
5
**2
* 27The representation of the different team members of the project team is
during the meetings good
2
*/
2
**5
**1
*/
7
**2
*28 The meetings are useful
1
*/4
**2
**3
**3
*/
6
**1
*Table C: Opinions per statement analysis of perceived contribution of project teams of KLM Engine
Services related to customers KLM Engine Services: Airline A until Airline G
* = customer Airline A
Appendix III
Output One Sample T-test
One sample statistics
N Mean Std. Deviation Std. Error Mean
reaction 7 3,714 0,488 0,184 quickly 7 3,143 0,378 0,143 efficien 7 2,857 0,900 0,340 friendly 7 3,571 0,535 0,202 problems 7 3,286 0,756 0,286 use 7 3,429 0,976 0,369 desired 7 3,286 0,488 0,184 others 7 3,143 0,690 0,261 informat 7 3,714 0,488 0,184 tadvice 7 3,857 0,690 0,261 standard 7 3,714 0,488 0,184 promise1 7 3,857 0,690 0,261 promise2 7 2,857 0,690 0,261 promise3 7 2,714 0,756 0,286 fair 7 3,714 0,951 0,360 updating 7 3,143 0,900 0,340 changes 7 3,000 1,000 0,378 willing 7 4,000 0,000 0,000 knowledg 7 4,000 0,000 0,000 fquality 7 3,571 0,535 0,202 tquality 7 3,714 0,951 0,360 tools 7 4,429 0,535 0,202 advice 7 3,857 0,378 0,143 reach 7 3,714 0,756 0,286 work 7 3,429 0,535 0,202 contact 7 3,429 0,535 0,202 dispute 7 2,143 0,690 0,261 stay 7 3,571 0,787 0,297 choice 7 3,429 0,976 0,369 recommen 7 3,429 0,976 0,369 identify 7 3,429 0,787 0,297 keep 7 2,714 0,488 0,184 problem 7 2,857 1,215 0,459 other 7 3,143 0,378 0,143 reliable 7 2,857 0,378 0,143 variatio 7 2,571 0,787 0,297
One sample test
Test Value = 0
t df Sig. (2-tailed) Mean Difference
95% Confidence Interval of the Difference Lower Upper reaction 20,140 20,14 0,000 3,714 3,263 4,166 quickly 22,000 6 0,000 3,143 2,793 3,492 efficien 8,402 6 0,000 2,857 2,025 3,689 friendly 17,678 6 0,000 3,571 3,077 4,066 problems 11,500 6 0,000 3,286 2,587 3,985 use 9,295 6 0,000 3,429 2,526 4,331 desired 17,816 6 0,000 3,286 2,834 3,737 others 12,050 6 0,000 3,143 2,505 3,781 informat 20,140 6 0,000 3,714 3,263 4,166 tadvice 14,789 6 0,000 3,857 3,219 4,495 standard 20,140 6 0,000 3,714 3,263 4,166 promise1 14,789 6 0,000 3,857 3,219 4,495 promise2 10,954 6 0,000 2,857 2,219 3,495 promise3 9,500 6 0,000 2,714 2,015 3,413 fair 10,331 6 0,000 3,714 2,835 4,594 updating 9,242 6 0,000 3,143 2,311 3,975 changes 7,937 6 0,000 3,000 2,075 3,925 fquality 17,678 6 0,000 3,571 3,077 4,066 tquality 10,331 6 0,000 3,714 2,835 4,594 tools 21,920 6 0,000 4,429 3,934 4,923 advice 27,000 6 0,000 3,857 3,508 4,207 reach 13,000 6 0,000 3,714 3,015 4,413 work 16,971 6 0,000 3,429 2,934 3,923 contact 16,971 6 0,000 3,429 2,934 3,923 dispute 8,216 6 0,000 2,143 1,505 2,781 stay 12,010 6 0,000 3,571 2,844 4,299 choice 9,295 6 0,000 3,429 2,526 4,331 recommen 9,295 6 0,000 3,429 2,526 4,331 identify 11,529 6 0,000 3,429 2,701 4,156 keep 14,717 6 0,000 2,714 2,263 3,166 problem 6,222 6 0,001 2,857 1,733 3,981 other 22,000 6 0,000 3,143 2,793 3,492 reliable 20,000 6 0,000 2,857 2,508 3,207 variatio 8,647 6 0,000 2,571 1,844 3,299
Output project teams
One-Sample
Statistics
N Mean Std. Deviation Std. Error Mean
REACTION 35 3,600 0,881 0,149 QUICKLY 35 3,057 0,725 0,123 EFFICIEN 35 2,800 0,868 0,147 FRIENDLY 35 3,886 0,530 0,090 PROBLEMS 35 3,743 0,852 0,144 USE 35 3,314 0,932 0,158 DESIRED 35 3,057 0,998 0,169 OTHERS 35 3,086 0,981 0,166 INFORMAT 35 3,343 1,162 0,196 TADVICE 35 3,429 1,037 0,175 STANDARD 35 3,286 0,622 0,105 PROMISE1 35 2,943 0,938 0,158 PROMISE2 35 2,857 0,733 0,124 PROMISE3 35 2,200 0,797 0,135 FAIR 35 3,686 0,631 0,107 UPDATING 35 3,686 0,796 0,135 CHANGES 35 3,400 1,035 0,175 HELP 35 4,057 0,725 0,123 KNOWLEDG 35 3,629 0,598 0,101 FQUALITY 35 3,571 0,608 0,103 TQUALITY 35 3,943 0,539 0,091 TOOLS 35 3,771 0,877 0,148 ADVICE 35 3,771 0,731 0,124 REACH 35 3,743 0,780 0,132 WORK 35 3,257 0,701 0,118 CONTACT 35 3,200 0,933 0,158 DISPUTE1 35 2,514 0,981 0,166 DISPUTE2 35 2,657 1,083 0,183 MAINTAIN 35 3,943 0,765 0,129 CHOICE 35 4,057 0,838 0,142 IDENTIFY 35 3,171 0,891 0,151 KEEP 35 2,886 0,832 0,141 REPAIR 35 2,629 0,910 0,154 OTHER 35 3,057 0,725 0,123 RELIABLE 35 2,914 0,562 0,095 VARIATIO 35 2,771 0,490 0,083
One-Sample
Test
Test Value =
0
t df Sig. (2-tailed) Mean Difference 95% Confidence Interval of the Difference
Lower Upper REACTION 24,170 34 0,000 3,600 3,297 3,903 QUICKLY 24,937 34 0,000 3,057 2,808 3,306 EFFICIEN 19,090 34 0,000 2,800 2,502 3,098 FRIENDLY 43,392 34 0,000 3,886 3,704 4,068 PROBLEMS 25,987 34 0,000 3,743 3,450 4,036 USE 21,035 34 0,000 3,314 2,994 3,634 DESIRED 18,117 34 0,000 3,057 2,714 3,400 OTHERS 18,602 34 0,000 3,086 2,749 3,423 INFORMAT 17,024 34 0,000 3,343 2,944 3,742 TADVICE 19,558 34 0,000 3,429 3,072 3,785 STANDARD 31,265 34 0,000 3,286 3,072 3,499 PROMISE1 18,570 34 0,000 2,943 2,621 3,265 PROMISE2 23,049 34 0,000 2,857 2,605 3,109 PROMISE3 16,329 34 0,000 2,200 1,926 2,474 FAIR 34,549 34 0,000 3,686 3,469 3,903 UPDATING 27,393 34 0,000 3,686 3,412 3,959 CHANGES 19,440 34 0,000 3,400 3,045 3,755 HELP 33,093 34 0,000 4,057 3,808 4,306 KNOWLEDG 35,879 34 0,000 3,629 3,423 3,834 FQUALITY 34,747 34 0,000 3,571 3,363 3,780 TQUALITY 43,259 34 0,000 3,943 3,758 4,128 TOOLS 25,431 34 0,000 3,771 3,470 4,073 ADVICE 30,520 34 0,000 3,771 3,520 4,023 REACH 28,388 34 0,000 3,743 3,475 4,011 WORK 27,507 34 0,000 3,257 3,016 3,498 CONTACT 20,290 34 0,000 3,200 2,879 3,521 DISPUTE1 15,158 34 0,000 2,514 2,177 2,851 DISPUTE2 14,514 34 0,000 2,657 2,285 3,029 MAINTAIN 30,501 34 0,000 3,943 3,680 4,206 CHOICE 28,637 34 0,000 4,057 3,769 4,345 IDENTIFY 21,066 34 0,000 3,171 2,865 3,477 KEEP 20,516 34 0,000 2,886 2,600 3,172 REPAIR 17,084 34 0,000 2,629 2,316 2,941 OTHER 24,937 34 0,000 3,057 2,808 3,306 RELIABLE 30,672 34 0,000 2,914 2,721 3,107 VARIATIO 33,445 34 0,000 2,771 2,603 2,940
Output perception contribution project teams
One-SampleStatistics
N Mean
Std.
Deviation Std. Error Mean
WORKING 20 3,65 1,040 0,233 ATTITUDE 20 3,5 0,946 0,212 IDEAS 20 3,75 0,910 0,204 DISCUSS 19 3,16 1,344 0,308 HELPFUL 20 2,95 0,887 0,198 JUDGMENT 20 3,35 0,933 0,209 INITIATI 20 3,45 1,146 0,256 AUTONOMY 20 3,3 1,031 0,231 TASKS 20 3,45 0,759 0,170 TRUST 20 3,45 0,887 0,198 EXCHANGE 20 2,35 0,813 0,182 SHARE 20 4,05 0,686 0,153 INFORMAT 20 3,2 1,152 0,258 STANDARD 20 2,6 1,231 0,275 BEHAVIOR 20 3,05 0,999 0,223 SWOT 20 2,65 0,988 0,221 EXPECTAT 20 3,3 1,031 0,231 TGOALS 20 3,2 0,894 0,200 ALLOWED 20 3,15 0,988 0,221 TASKGOAL 20 2,8 0,951 0,213 TPERFORM 20 2,75 0,967 0,216 MUTUALT 20 3,3 0,801 0,179 MUTUALTM 20 3,55 0,759 0,170 RESPONSI 20 3,55 0,945 0,211 ROLE 20 3,5 1,000 0,224 MEETING 20 2,95 1,356 0,303 REPRESEN 20 3,35 1,268 0,284 USEFUL 20 3,55 1,191 0,266 TEAM 20 2,5 1,147 0,256 FUNCTION 20 3 1,451 0,324
One-Sample Test Test Value = 0 t df Sig. (2-tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper WORKING 15,696 19 0,000 3,650 3,163 4,137 ATTITUDE 16,548 19 0,000 3,500 3,057 3,943 IDEAS 18,420 19 0,000 3,750 3,324 4,176 DISCUSS 10,240 18 0,000 3,158 2,510 3,806 HELPFUL 14,873 19 0,000 2,950 2,535 3,365 JUDGMENT 16,052 19 0,000 3,350 2,913 3,787 INITIATI 13,464 19 0,000 3,450 2,914 3,986 AUTONOMY 14,313 19 0,000 3,300 2,817 3,783 TASKS 20,324 19 0,000 3,450 3,095 3,805 TRUST 17,394 19 0,000 3,450 3,035 3,865 EXCHANGE 12,931 19 0,000 2,350 1,970 2,730 SHARE 26,390 19 0,000 4,050 3,729 4,371 INFORMAT 12,426 19 0,000 3,200 2,661 3,739 STANDARD 9,444 19 0,000 2,600 2,024 3,176 BEHAVIOR 13,658 19 0,000 3,050 2,583 3,517 SWOT 11,994 19 0,000 2,650 2,188 3,112 EXPECTAT 14,313 19 0,000 3,300 2,817 3,783 TGOALS 16,000 19 0,000 3,200 2,781 3,619 ALLOWED 14,257 19 0,000 3,150 2,688 3,612 TASKGOAL 13,161 19 0,000 2,800 2,355 3,245 TPERFORM 12,724 19 0,000 2,750 2,298 3,202 MUTUALT 18,417 19 0,000 3,300 2,925 3,675 MUTUALTM 20,913 19 0,000 3,550 3,195 3,905 RESPONSI 16,809 19 0,000 3,550 3,108 3,992 ROLE 15,652 19 0,000 3,500 3,032 3,968 MEETING 9,727 19 0,000 2,950 2,315 3,585 REPRESEN 11,815 19 0,000 3,350 2,757 3,943 USEFUL 13,330 19 0,000 3,550 2,993 4,107 TEAM 9,747 19 0,000 2,500 1,963 3,037 FUNCTION 9,247 19 0,000 3,000 2,321 3,679
Sum of Squares df
Mean
Square F Sig.
CHOICE Between Groups 0.381 1.000 0.381 0.357 0.576
Within Groups 5.333 5.000 1.067
Total 5.714 6.000
RECOMMEN Between Groups 0.381 1.000 0.381 0.357 0.576
Within Groups 5.333 5.000 1.067
Total 5.714 6.000
IDENTIFY Between Groups 0.214 1.000 0.214 0.306 0.604
Within Groups 3.500 5.000 0.700
Total 3.714 6.000
KEEP Between Groups 0.095 1.000 0.095 0.357 0.576
Within Groups 1.333 5.000 0.267
Total 1.429 6.000
PROBLEM Between Groups 1.524 1.000 1.524 1.039 0.355
Within Groups 7.333 5.000 1.467
Total 8.857 6.000
OTHER Between Groups 0.024 1.000 0.024 0.143 0.721
Within Groups 0.833 5.000 0.167
Total 0.857 6.000
RELIABLE Between Groups 0.024 1.000 0.024 0.143 0.721
Within Groups 0.833 5.000 0.167
Total 0.857 6.000
VARIATIO Between Groups 0.214 1.000 0.214 0.306 0.604
Within Groups 3.500 5.000 0.700
Total 3.714 6.000
Sum of Squares df Mean Square F Sig. REACTION Between Groups 11 3 3.667 7.381 0.001
Within Groups 15.4 31 0.497
Total 26.4 34
QUICKLY Between Groups 4.185714286 3 1.395 3.157 0.039
Within Groups 13.7 31 0.442
Total 17.88571429 34
EFFICIENTLY Between Groups 2.9 3 0.967 1.320 0.286
Within Groups 22.7 31 0.732
Total 25.6 34
FRIENDLY Between Groups 1.842857143 3 0.614 2.473 0.080
Within Groups 7.7 31 0.248
Total 9.542857143 34
PROBLEMS Between Groups 6.785714286 3 2.262 3.917 0.018
Within Groups 17.9 31 0.577
Total 24.68571429 34
USE Between Groups 6.542857143 3 2.181 2.940 0.049
Within Groups 23 31 0.742
Total 29.54285714 34
DESIRED Between Groups 3.785714286 3 1.262 1.300 0.292
Within Groups 30.1 31 0.971
Total 33.88571429 34
OTHERS Between Groups 6.642857143 3 2.214 2.630 0.068
Within Groups 26.1 31 0.842
Total 32.74285714 34
INFORMAT Between Groups 16.98571429 3 5.662 6.073 0.002
Within Groups 28.9 31 0.932
Total 45.88571429 34
TADVICE Between Groups 8.771428571 3 2.924 3.260 0.035
Within Groups 27.8 31 0.897
Total 36.57142857 34
STANDARD Between Groups 1.942857143 3 0.648 1.793 0.169
Within Groups 11.2 31 0.361
Total 13.14285714 34
PROMISE 1 Between Groups 2.985714286 3 0.995 1.147 0.346
Within Groups 26.9 31 0.868
Total 29.88571429 34
PROMISE 2 Between Groups 0.885714286 3 0.295 0.526 0.668
Within Groups 17.4 31 0.561
Total 18.28571429 34
PROMISE 3 Between Groups 2.2 3 0.733 1.172 0.336
Within Groups 19.4 31 0.626
Total 21.6 34
FAIR Between Groups 3.342857143 3 1.114 3.387 0.030
Within Groups 10.2 31 0.329
Sum of Squares df Mean Square F Sig. UPDATING Between Groups 1.842857143 3 0.614 0.967 0.421
Within Groups 19.7 31 0.635
Total 21.54285714 34
CHANGES Between Groups 0.5 3 0.167 0.144 0.933
Within Groups 35.9 31 1.158
Total 36.4 34
WILLING Between Groups 7.685714286 3 2.562 7.786 0.001
Within Groups 10.2 31 0.329
Total 17.88571429 34
KNOWLEDGABLE Between Groups 2.071428571 3 0.690 2.119 0.118
Within Groups 10.1 31 0.326
Total 12.17142857 34
FQUALITY Between Groups 0.871428571 3 0.290 0.770 0.520
Within Groups 11.7 31 0.377
Total 12.57142857 34
TQUALITY Between Groups 1.885714286 3 0.629 2.436 0.083
Within Groups 8 31 0.258
Total 9.885714286 34
TOOLS Between Groups 0.871428571 3 0.290 0.356 0.785
Within Groups 25.3 31 0.816
Total 26.17142857 34
ADVICE Between Groups 5.771428571 3 1.924 4.810 0.007
Within Groups 12.4 31 0.400
Total 18.17142857 34
REACH Between Groups 3.285714286 3 1.095 1.951 0.142
Within Groups 17.4 31 0.561
Total 20.68571429 34
WORK Between Groups 1.485714286 3 0.495 1.010 0.401
Within Groups 15.2 31 0.490
Total 16.68571429 34
CONTACT Between Groups 8.2 3 2.733 3.960 0.017
Within Groups 21.4 31 0.690
Total 29.6 34
DISPUTE 1 Between Groups 0.842857143 3 0.281 0.273 0.844
Within Groups 31.9 31 1.029
Total 32.74285714 34
DISPUTE 2 Between Groups 2.985714286 3 0.995 0.836 0.484
Within Groups 36.9 31 1.190
Total 39.88571429 34
MAINTAIN Between Groups 3.285714286 3 1.095 2.045 0.128
Within Groups 16.6 31 0.535
Total 19.88571429 34
CHOICE Between Groups 8.985714286 3 2.995 6.232 0.002
Within Groups 14.9 31 0.481
Sum of Squares df
Mean
Square F Sig. IDENTIFY Between Groups 2.771428571 3 0.924 1.183 0.332
Within Groups 24.2 31 0.781
Total 26.97142857 34
KEEP Between Groups 2.642857143 3 0.881 1.307 0.290
Within Groups 20.9 31 0.674
Total 23.54285714 34
PROBLEM Between Groups 4.271428571 3 1.424 1.847 0.159
Within Groups 23.9 31 0.771
Total 28.17142857 34
OTHERS Between Groups 4.085714286 3 1.362 3.059 0.043
Within Groups 13.8 31 0.445
Total 17.88571429 34
RELIABLE Between Groups 0.542857143 3 0.181 0.550 0.652
Within Groups 10.2 31 0.329
Total 10.74285714 34
VARIATION Between Groups 2.471428571 3 0.824 4.480 0.010
Within Groups 5.7 31 0.184
Total 8.171428571 34
Sum of Squares df Mean Square F Sig. WORKING Between Groups 5.75 3 1.917 2.072 0.144 Within Groups 14.8 16 0.925
Total 20.55 19
ATTITUDE Between Groups 4.2 3 1.400 1.750 0.197 Within Groups 12.8 16 0.800
Total 17 19
IDEAS Between Groups 6.15 3 2.050 3.417 0.043 Within Groups 9.6 16 0.600
Total 15.75 19
DISCUSS Between Groups 5.376 3 1.792 0.990 0.424 Within Groups 27.15 15 1.810
Total 32.526 18
HELPFUL Between Groups 1.75 3 0.583 0.707 0.562 Within Groups 13.2 16 0.825
Total 14.95 19
JUDGMENT Between Groups 7.75 3 2.583 4.697 0.015 Within Groups 8.8 16 0.550
Total 16.55 19
INITIATI Between Groups 3.75 3 1.250 0.943 0.443 Within Groups 21.2 16 1.325
Total 24.95 19
AUTONOMY Between Groups 6.6 3 2.200 2.588 0.089 Within Groups 13.6 16 0.850
Total 20.2 19
TASKS Between Groups 4.55 3 1.517 3.792 0.031 Within Groups 6.4 16 0.400
Total 10.95 19
TRUST Between Groups 8.15 3 2.717 6.392 0.005 Within Groups 6.8 16 0.425
Total 14.95 19
EXCHANGE Between Groups 0.55 3 0.183 0.244 0.864 Within Groups 12 16 0.750
Total 12.55 19
SHARE Between Groups 0.55 3 0.183 0.349 0.790 Within Groups 8.4 16 0.525
Total 8.95 19
INFORMAT Between Groups 2.8 3 0.933 0.667 0.585 Within Groups 22.4 16 1.400
Total 25.2 19
STANDARD Between Groups 2.8 3 0.933 0.574 0.640 Within Groups 26 16 1.625
Total 28.8 19
BEHAVIOR Between Groups 1.75 3 0.583 0.543 0.660 Within Groups 17.2 16 1.075
Total 18.95 19
SWOT Between Groups 1.75 3 0.583 0.556 0.652 Within Groups 16.8 16 1.050
Sum of Squares df Mean Square F Sig. EXPECTAT Between Groups 1 3 0.333 0.278 0.841 Within Groups 19.2 16 1.200
Total 20.2 19
TGOALS Between Groups 1.2 3 0.400 0.457 0.716 Within Groups 14 16 0.875
Total 15.2 19
ALLOWED Between Groups 9.35 3 3.117 5.420 0.009 Within Groups 9.2 16 0.575
Total 18.55 19
TASKGOAL Between Groups 6 3 2.000 2.857 0.070 Within Groups 11.2 16 0.700
Total 17.2 19
TPERFORM Between Groups 2.95 3 0.983 1.063 0.392 Within Groups 14.8 16 0.925
Total 17.75 19
MUTUALT Between Groups 1 3 0.333 0.476 0.703 Within Groups 11.2 16 0.700
Total 12.2 19
MUTUALTM Between Groups 1.75 3 0.583 1.014 0.412 Within Groups 9.2 16 0.575
Total 10.95 19
RESPONSI Between Groups 6.55 3 2.183 3.359 0.045 Within Groups 10.4 16 0.650
Total 16.95 19
ROLE Between Groups 0.2 3 0.067 0.057 0.982 Within Groups 18.8 16 1.175
Total 19 19
MEETING Between Groups 6.95 3 2.317 1.324 0.301 Within Groups 28 16 1.750
Total 34.95 19
REPRESEN Between Groups 8.95 3 2.983 2.210 0.127 Within Groups 21.6 16 1.350
Total 30.55 19
USEFUL Between Groups 0.55 3 0.183 0.111 0.952 Within Groups 26.4 16 1.650
Total 26.95 19
Appendix V
Factor Analysis
Total Variance explained Initial EigenvaluesComponent Total % of Variance
Cumulative % 1 10,676 29,655 29,655 2 7,975 22,153 51,808 3 5,933 16,482 68,29 4 4,657 12,936 81,226 5 2,656 7,377 88,603 6 1,741 4,836 93,439 7 1,479 4,107 97,546 8 0,883 2,454 100 9 0 0 100 10 0 0 100 11 0 0 100 12 0 0 100 13 0 0 100 14 0 0 100 15 0 0 100 16 0 0 100 17 0 0 100 18 0 0 100 19 0 0 100 20 0 0 100 21 0 0 100 22 0 0 100 23 0 0 100 24 0 0 100 25 0 0 100 26 0 0 100 27 0 0 100 28 0 0 100 29 0 0 100 30 0 0 100 31 0 0 100 32 0 0 100 33 0 0 100 34 0 0 100 35 0 0 100 36 0 0 100
Component Matrix Component 1 2 3 4 5 6 7 REACTION 0,774 -0,321 -0,437 -0,244 -0,030 0,116 0,181 QUICKLY 0,698 0,325 0,224 -0,456 0,151 -0,313 -0,157 EFFICIEN 0,428 -0,545 0,437 0,291 0,403 0,002 0,282 FRIENDLY 0,551 0,623 0,130 0,144 0,408 0,236 0,205 PROBLEMS 0,550 -0,233 0,406 -0,175 0,666 0,035 -0,008 USE 0,345 -0,770 0,409 -0,052 -0,289 -0,152 0,106 DESIRED 0,162 0,369 -0,742 -0,005 0,502 -0,053 -0,120 OTHERS 0,787 -0,286 -0,109 0,218 0,221 -0,360 -0,200 INFORMAT 0,774 -0,321 -0,437 -0,244 -0,030 0,116 0,181 TADVICE 0,375 -0,604 0,077 0,463 -0,278 0,416 -0,153 STANDARD 0,774 -0,321 -0,437 -0,244 -0,030 0,116 0,181 PROMISE1 0,150 0,516 -0,572 0,247 0,000 0,400 0,309 PROMISE2 0,767 -0,217 0,373 0,071 0,236 0,235 -0,327 PROMISE3 0,535 0,481 0,578 0,121 -0,280 -0,151 0,167 FAIR 0,060 0,809 0,022 -0,248 0,445 -0,158 0,233 UPDATING -0,134 0,456 0,571 -0,246 -0,513 -0,313 0,119 CHANGES -0,069 0,391 0,829 -0,202 0,210 0,005 0,222 FQUALITY 0,503 0,716 -0,227 0,121 -0,337 -0,134 -0,189 TQUALITY 0,259 0,786 -0,354 0,008 -0,062 0,284 0,272 TOOLS -0,714 0,252 -0,233 0,398 0,214 0,073 -0,236 ADVICE 0,338 -0,154 -0,430 0,644 0,082 -0,182 0,158 REACH 0,640 -0,236 -0,114 -0,255 0,145 -0,574 0,293 WORK 0,357 0,300 -0,700 -0,144 -0,136 -0,277 -0,136 CONTACT 0,512 -0,578 0,255 -0,200 -0,445 0,141 0,252 DISPUTE 0,317 0,133 0,145 -0,771 -0,062 0,347 -0,346 STAY 0,785 0,096 -0,244 0,433 -0,241 -0,065 -0,220 CHOICE 0,594 0,166 0,353 0,619 0,030 -0,213 -0,196 RECOMMEN 0,555 0,591 0,096 0,551 0,053 0,024 -0,151 IDENTIFY 0,192 0,393 0,717 0,465 -0,057 0,158 0,191 KEEP 0,381 0,573 0,489 -0,396 0,213 0,234 -0,100 PROBLEM 0,356 0,749 -0,405 -0,147 -0,297 -0,064 0,049 OTHER -0,193 0,411 0,388 0,791 -0,072 -0,079 -0,050 RELIABLE 0,911 0,140 0,256 -0,066 -0,211 0,162 -0,078 VARIATIO 0,091 0,853 0,086 -0,376 -0,288 0,020 -0,048
Extraction Method: Principal Component Analysis.
a 7 components extracted.
Table L2 Factor Analysis of customers of KLM Engine Services
Total Variance Explained
Initial Eigenvalues
Component Total % of Variance Cumulative %
1 10,230 28,418 28,418 2 4,001 11,115 39,533 3 3,028 8,411 47,944 4 2,584 7,176 55,121 5 2,250 6,249 61,370 6 1,915 5,319 66,689 7 1,803 5,009 71,697 8 1,609 4,470 76,167 9 1,317 3,658 79,825 10 1,163 3,232 83,057 11 0,970 2,695 85,752 12 0,764 2,122 87,873 13 0,745 2,069 89,942 14 0,670 1,861 91,804 15 0,613 1,703 93,506 16 0,439 1,218 94,724 17 0,384 1,067 95,792 18 0,269 0,746 96,538 19 0,264 0,732 97,270 20 0,233 0,649 97,919 21 0,216 0,601 98,520 22 0,119 0,331 98,851 23 0,113 0,315 99,165 24 0,093 0,259 99,425 25 0,063 0,175 99,600 26 0,054 0,150 99,750 27 0,037 0,102 99,852 28 0,028 0,079 99,931 29 0,014 0,038 99,969 30 0,008 0,021 99,990 31 0,003 0,008 99,998 32 0,001 0,002 100 33 0,000 0,000 100 34 0,000 0,000 100 35 0,000 0,000 100 36 0,000 0,000 100
Extraction Method: Principal Component Analysis.
Component Matrix Component 1 2 3 4 5 6 7 8 9 10 REACTION 0,694 0,091 -0,36 0,028 0,308 -0,179 -0,115 0,234 0,103 -0,267 QUICKLY 0,65 -0,139 -0,436 0,133 -0,054 -0,374 0,134 0,03 0,119 0,104 EFFICIEN 0,53 -0,037 0,106 0,315 -0,213 -0,466 0,101 -0,175 0,028 0,128 FRIENDLY 0,446 -0,252 0,137 0,154 0,1 0,118 0,273 0,498 0,143 -0,222 PROBLEMS 0,791 -0,276 -0,011 -0,034 0,037 0,006 0,199 -0,149 0,039 -0,008 USE 0,577 -0,228 0,205 -0,201 -0,368 -0,015 0,115 -0,126 0,494 0,018 DESIRED 0,568 -0,389 0,028 0,389 0,06 0,132 -0,028 0,203 -0,063 -0,331 OTHERS 0,768 -0,203 0,06 -0,075 0,048 0,13 -0,227 -0,001 -0,289 0,148 INFORMAT 0,737 -0,145 -0,416 0,026 0,279 -0,175 -0,195 -0,172 0,062 0,076 TADVICE 0,768 -0,141 -0,161 -0,236 0,048 0,085 -0,214 -0,302 0,238 -0,007 STANDARD 0,53 0,487 -0,154 0,308 0,106 0,004 -0,053 -0,075 0,032 -0,11 PROMISE1 0,469 0,547 -0,22 0,38 0,11 0,097 -0,266 -0,004 0,042 0,179 PROMISE2 0,438 0,473 0,229 0,267 0,348 0,425 -0,002 -0,007 0,036 -0,187 FAIR 0,376 -0,018 0,512 0,39 0,024 0,263 -0,316 0,135 -0,114 0,062 UPDATING 0,462 0,47 -0,101 -0,117 -0,276 0,202 0,247 0,461 0,024 0,117 CHANGES 0,676 0,135 0,513 -0,077 -0,082 0,088 0,318 -0,153 -0,123 -0,088 FQUALITY 0,31 0,033 0,608 -0,505 -0,006 -0,067 0,116 -0,223 0,112 -0,363 TQUALITY 0,799 0,004 0,039 -0,333 -0,141 0,048 -0,104 0,191 0,05 -0,246 TOOLS 0,436 -0,221 0,258 -0,015 0,175 -0,437 -0,033 0,395 -0,231 0,212 ADVICE 0,478 0,455 0,227 0,268 -0,277 -0,091 -0,011 0,159 0,118 0,204 REACH 0,696 0,243 0,098 -0,253 0,059 0,147 0,023 -0,209 0,12 0,243 WORK 0,23 0,362 0,436 0,169 0,012 -0,229 0,173 -0,189 -0,516 -0,124 CONTACT 0,832 -0,136 -0,1 -0,279 -0,133 0,058 -0,107 -0,047 -0,12 0,168 DISPUTE 0,41 -0,028 -0,344 0,055 0,036 -0,06 0,603 -0,104 -0,461 0,089 STAY 0,541 -0,516 0,236 0,236 -0,127 0,021 0,291 -0,135 0,105 0,059 CHOICE 0,498 0,082 -0,569 0,096 0,294 -0,018 0,036 -0,134 -0,066 -0,165 RECOMMEN 0,072 -0,81 0,255 0,098 0,379 0,139 0,039 0,079 -0,013 0,213 IDENTIFY 0,085 -0,551 0,016 0,343 0,328 0,488 -0,082 -0,309 0,014 0,115 KEEP 0,19 -0,302 -0,3 0,297 -0,512 0,245 0,233 0,315 0,123 0,119 PROBLEM 0,49 0,401 -0,367 -0,004 -0,292 0,344 0,102 -0,151 -0,127 -0,228 OTHER 0,478 -0,043 0,019 -0,254 -0,315 -0,22 -0,628 0,106 -0,179 -0,022 RELIABLE 0,432 -0,339 0,243 0,381 -0,379 -0,152 -0,372 -0,043 -0,121 -0,209 VARIATIO 0,105 0,135 0,175 0,211 0,521 -0,553 0,157 0,039 0,305 -0,13
Extraction Method: Principal Component Analysis.
a 10 components extracted.
Total Variance Explained Initial Eigenvalues
Component Total % of Variance
Cumulative % 1 8,330 27,768 27,768 2 5,126 17,088 44,856 3 4,043 13,476 58,332 4 2,561 8,538 66,870 5 2,198 7,327 74,197 6 1,594 5,312 79,509 7 1,476 4,921 84,430 8 1,041 3,472 87,902 9 0,836 2,788 90,690 10 0,705 2,350 93,040 11 0,521 1,736 94,776 12 0,412 1,374 96,150 13 0,362 1,205 97,355 14 0,317 1,058 98,413 15 0,244 0,813 99,226 16 0,125 0,417 99,643 17 0,100 0,334 99,977 18 0,007 0,023 100 19 0,000 0,000 100 20 0,000 0,000 100 21 0,000 0,000 100 22 0,000 0,000 100 23 0,000 0,000 100 24 0,000 0,000 100 25 0,000 0,000 100 26 0,000 0,000 100 27 0,000 0,000 100 28 0,000 0,000 100 29 0,000 0,000 100 30 0,000 0,000 100
Component Matrix Component 1 2 3 4 5 6 7 8 WORKING 0,767 -0,496 0,049 0,096 -0,056 -0,108 -0,256 0,033 ATTITUDE 0,876 -0,203 0,19 -0,007 -0,103 -0,19 0,004 0,316 IDEAS 0,616 -0,548 0,114 0,1 -0,286 0,163 -0,195 0,15 DISCUSS 0,796 -0,251 -0,198 0,143 0,158 -0,098 -0,132 0,168 HELPFUL 0,31 -0,447 0,417 -0,155 0,468 -0,285 -0,138 0,267 JUDGMENT 0,32 -0,617 0,252 0,152 0,198 0,3 0,231 -0,369 INITIATI 0,734 -0,013 -0,493 0,078 -0,192 0,099 -0,103 -0,039 AUTONOMY 0,584 0,01 0,478 -0,115 -0,269 0,169 0,277 -0,255 TASKS 0,53 0,036 0,274 0,575 0,046 -0,297 -0,206 -0,301 TRUST 0,757 -0,051 0,493 0,18 0,072 0,03 0,072 -0,088 EXCHANGE 0,447 -0,041 -0,27 -0,29 0,453 -0,388 0,375 -0,274 SHARE 0,559 0,209 -0,136 -0,567 -0,082 -0,03 -0,361 -0,02 INFORMAT 0,622 0,009 0,079 -0,624 -0,206 -0,282 -0,196 -0,093 STANDARD 0,613 0,337 -0,346 0,04 -0,454 0,076 0,198 0,029 BEHAVIOR 0,38 0,355 -0,391 0,167 0,586 0,257 -0,294 -0,059 SWOT 0,59 -0,036 -0,35 -0,208 0,398 0,221 -0,032 0,266 EXPECTAT 0,344 0,78 -0,216 0,171 0,139 -0,274 -0,08 -0,008 TGOALS 0,406 0,685 -0,337 -0,176 -0,022 0,047 0,117 -0,068 ALLOWED 0,629 -0,595 0,045 -0,039 -0,366 0,11 0,147 0,031 TASKGOAL 0,145 -0,277 -0,589 0,534 0,241 0,3 0,136 0,107 TPERFORM 0,809 -0,084 -0,401 0,195 -0,101 0,117 0,197 -0,039 MUTUALT 0,223 0,471 0,578 -0,286 0,043 -0,004 0,179 0,181 MUTUALTM 0,007 0,597 0,664 0,208 0,021 0,146 0,016 0,089 RESPONSI 0,332 0,625 0,536 -0,078 0,047 0,329 -0,113 0,146 ROLE 0,344 0,641 -0,01 0,484 0,2 -0,305 -0,014 0,036 MEETING 0,614 0,11 0,15 -0,318 0,399 -0,031 0,485 -0,113 REPRESEN 0,285 0,263 0,455 0,503 -0,256 -0,207 -0,17 -0,189 USEFUL 0,305 0,672 -0,126 0,142 -0,3 0,16 0,327 0,279 TEAM 0,193 -0,022 0,603 -0,041 0,385 0,522 -0,167 -0,039 FUNCTION -0,207 -0,418 0,301 0,316 0,107 -0,318 0,411 0,386
