Question1. Defining the process of measurement of variables
Measurement is the process of assignment of numerical numbers and symbols to the specific characteristics of objects in accordance with the specific rules of application. The characteristics of objects include the specific characteristics of a person, the characteristics of a strategic business unit, and the characteristics of a company or a country ( Azizan, 2011) . These characteristics range from the tendency of seeking arousal, the achievement of motivation, the effectiveness within organizations and the quality of service within a business premise. The objects in this case study are considered as the participants of this case study, and who are the specific users of the SP desk website.
Q2. Identification of the major characteristics of the variables used in the study
The major characteristics in the study include the levels of satisfaction while using the banking website, where the study seeks to know the correlation between the user acceptance of the system and the satisfaction levels of the consumers ( Azizan, 2011) .
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Q3. The measurements used in the case study
The measurement used in the case study is more abstract, and subjective in the sense that the attributes in this study comprises of more complex measurements than the tangible attributes that are common such as the weight, the length, and age of participants ( Azizan, 2011) . This implies that the measurement of consumer satisfaction is more complex as opposed to other variables that are tangible.
Q4. Quantification of the variables used
Satisfaction levels as a variable cannot be quantified, where it only gives the precision levels as opposed to the exact value of measure like the case of other variables like weight, which can be quantified. In the case study, satisfaction levels are given the precision of “not satisfied”, “satisfied” and “highly satisfied”, which reveals the category to which the human participants as objects of the study fall ( Azizan, 2011) . It is evident that most of the consumers fall into the category of being satisfied with the workability of the new window in the banking website.
Reference
Azizan, N. (2011). Critical success factors for knowledge transfer via Malaysian government education websites: a comparative case study.
