4th International Conference on
Engineering and Applied Natural Sciences
November 20-21, 2023 : Konya, Turkey
AS-Proceedings
© 2023 Published by AS-Proceedings
https://alls-academy.com/index.php
https://www.iceans.org/
Assessing tourism service quality in Albania: A 5-scale Likert survey
analysis and interpretation with SPSS
Robert Kosova*, Daniela Qendraj Halidini2, Evgjeni Xhafaj3, Neime Gjikaj4, Anna Maria Kosova5
Department of Mathematics. University “A. Moisiu” Durres. Albania
Department of Mathematics. Polytechnic University of Tirana. Albania
5
Department of Computer Science. University “A. Moisiu” Durres. Albania.
1,2,4
2
*
(robertkosova@uamd.edu.al)
Abstract – Tourism today is considered a powerful force for economic growth and the promotion of cultural
diversity at a global level. With a wide reach across different countries, tourism not only contributes to the
state's income but also creates a platform for cultural exchange and international cooperation. The tourism
sector creates jobs for hundreds of thousands of people, including various services such as accommodation,
restaurants, travel agencies, and transport services. This encourages the creation of local businesses and
increased economic activity, contributing to the reduction of unemployment and increased fiscal revenue
for the government. With the growing interest in Albania as a tourist destination, it is imperative to assess
the quality of services offered to meet the evolving demands of travelers. This research presents a
comprehensive survey-based analysis of tourism services in Albania, aimed at understanding the
perceptions and satisfaction levels of tourists visiting the country. The analysis is conducted through a 5point Likert scale survey, assessing the opinions and preferences of tourists, and analyzing and interpreting
with SPSS. Respondents' experiences were assessed across a range of tourism service aspects, including
accommodation, transportation, culinary offerings, and recreational activities, the tourists' perception of the
country's cultural heritage, natural attractions, and overall destination appeal. Key findings from the survey
indicate that tourists are drawn to Albania for its breathtaking landscapes, historical landmarks, and vibrant
local culture. Positive evaluations are observed regarding hospitality and warmth extended by locals,
contributing to overall visitor satisfaction.
Keywords –Tourism Services, Survey, Albania, Likert, SPSS
I. INTRODUCTION
Tourism is an integral part of the global economy,
with destinations worldwide working to attract
travelers seeking unique and memorable
experiences. In this pursuit, the quality of tourism
services offered plays a pivotal role in shaping
tourists' perceptions and satisfaction levels [1].
Understanding and evaluating tourist experiences
and service quality is essential for destination
management organizations and service providers to
enhance their offerings and stay competitive in the
market [2]. By administering the survey to a diverse
sample of domestic and international tourists, we
aim to capture a comprehensive overview of the
different factors influencing tourist satisfaction and
identify potential areas for improvement. Tourism
services play a crucial role in shaping the overall
travel experience, influencing tourists' satisfaction
levels and their likelihood of recommending a
destination to others [3-4]. In the dynamic and
competitive tourism industry, understanding the
quality of services and travelers' perceptions
becomes paramount for destination managers and
service providers seeking to enhance their offerings
and maintain a competitive edge [5]. Tourism
services encompass a wide array of elements,
523
including accommodation, transportation, dining
options, guided tours, and recreational activities.
Likewise, tourism has a great impact on the
infrastructure of a country. To receive high numbers
of tourists, investments in roads, hotels, airports,
and other tourist facilities are necessary.
These investments not only bring an increase in
public investment but also improve the quality of
life for local communities [6].
On the cultural level, tourism brings about a
continuous exchange between cultures and
traditions. Tourists have the opportunity to know
and respect the cultural diversity of the country they
visit. This promotes intercultural dialogue and helps
create further understanding between different
people [7].
The evaluation of tourist service quality and tourist
satisfaction through surveys is of particular
importance [8]. Through structured questionnaires,
several aspects of tourist services such as
accommodation, food, and tourist activities are
analyzed.
The results of the surveys help to identify the
strengths and weaknesses of the tourism
infrastructure, creating opportunities for necessary
improvements. Tourists feel heard and valued when
they have the opportunity to express their opinions.
In addition, surveys are a rich source of information
for tourism marketing.
The importance of surveys also extends to the field
of tourism marketing. The results of the responses
provide a rich base of information to design
appropriate strategies to increase the attractiveness
of the destination and improve the quality of tourist
services.
II.
In the last decade, the tourism industry has enjoyed
significant development, contributing to the
economic progress of the country, through
employment, development of the local economy,
infrastructure, and income from economic activities.
The contribution of foreign tourists in 2022 is
estimated to be around 2.3 billion euros, which
accounts for around 44% of total exports for 2022,
figure 1.
The average contribution per international tourist is
estimated to be around 480 euros in 2022, against
the global average indicator of 990 euros per tourist
[9-10].
Tourism also has a significant contribution to
employment, with a weight of around 20% of total
employment, figure 2.
Tourism services account for about 250 thousand
jobs in 2022, from 244 thousand jobs in 2019 before
the pandemic.
According to the official statistics of the Ministry of
Tourism, this sector generated a total of about 291
thousand jobs in 2017 [11].
Number of tourists, 1995-2023
10.000.000
8.000.000
6.000.000
4.000.000
2.000.000
0
Fig. 1. Number of foreign tourists in Albania.
ALBANIAN TOURISM INDUSTRY
Albania as a Mediterranean country had all the
possibilities to rank among other Mediterranean
countries with developed tourism, but various
economic, social, and political factors have
prevented such a development. Albania has a great
tourist potential. This is due to the geographical
position in which it is located, its rich nature, and
the numerous historical and cultural assets that are
present everywhere. For these reasons, Albania has
been classified in recent years by international
tourist agencies as one of the most interesting tourist
destinations in the world.
524
Fig. 2. Receipts in $, 1995-2022
III. MATERIAL AND METHODS
A public survey is a powerful tool that provides
valuable information to understand the needs,
preferences, and challenges in different areas of
society. Its diverse use serves to improve the quality
of services and to influence the development of
appropriate policies and strategies based on the real
needs of individuals and communities.
Public surveys can be used in many fields to collect
the opinions, experiences, and opinions of a wide
number of individuals [12-13]. This instrument has
a wide range of uses in different spheres of society
and
administration,
providing
important
information to understand the needs and preferences
of users in several areas:
Public administration: The survey is used to
evaluate the performance of public institutions, to
receive feedback from citizens about the services
provided, and to identify areas for improvement in
public policies [14]. It helps increase transparency
and accountability by including citizens in the
evaluation process, and public institutions show
commitment to the improvement of services and the
space for feedback and improvements [15-16].
Among many communities’ problems and concerns,
urban resilience assessment is used to gather
information about cities' resilience to various
challenges, such as the development of city
infrastructure in response to natural disasters, public
health crises, or aspects of others that affect the
survival and reconstruction of cities [17-18].
Marketing and Business: In the business world,
surveying is used to understand consumer
preferences, evaluate products and services, identify
market trends, and develop new marketing
strategies, evaluate people’s opinions and feelings
about infrastructure projects [19-21].
Education: In the field of education, the survey is
used to evaluate the performance of teachers and the
experience of students in school, identifying areas
where the quality of teaching and support of
students' needs can be improved [22-24].
Universities use the performance assessment survey
to understand and improve the quality of education,
for ranking the faculties, departments, and lecturers
[25-26].
Assessing the Quality of Online Learning: It is
another application to get feedback from students
about their experience with online learning
platforms, especially after the COVID-19
pandemic. Numerous surveys followed by many
articles were conducted to improve online platforms
and provide a better user experience for students
[27].
Evaluation of Urban Transport in the City: Surveys
can be an important tool to get feedback from users
of public transport in the city to understand their
experience and identify areas where improvements
are needed. This improves service and can help
increase the efficiency and adaptability of urban
transport systems [28-29].
Health: In the field of health, the survey is important
to obtain the opinions of patients, to assess the
quality of health services, and to identify areas
where there may be a need for improvements in the
health system [30-32].
Industry data: collecting and analyzing data from
the production industry, economy, or sociology
studies, to find patterns, and formulas and help
create mathematical models [33-36].
Tourist Services: the surveys can help identify areas
and problems where improvements are needed, and,
as a result, help increase the quality of tourism
services [37].
Surveys serve as an important tool to understand and
improve the experience of tourists. The need for
surveys comes from the aim to meet and exceed the
expectations of tourists, creating an unforgettable
experience for them.
The survey methodology employed for data
collection incorporates the Likert scale, a widely
used and reliable tool for measuring attitudes,
perceptions, and opinions in social science research
[38].
The Likert scale enables respondents to express
their level of agreement or disagreement with
specific
statements,
offering
a
nuanced
understanding of travelers' perceptions of tourism
services.
The process of analyzing the data from the tourism
services survey involves analyzing the data,
estimating the reliability of the data, estimating the
missing data and the reason for missingness, and
then utilizing descriptive statistics to summarize
respondents' responses [39-40].
Mean scores, standard deviations, and frequency
distributions provide insights into the overall level
of satisfaction and the variation in perceptions
among the survey participants [41].
In this article, SPSS techniques are implemented for
analyzing and interpreting the results. A collection
of 180 forms was delivered to several hotels in Berat
525
City, such as Onufri Hotel, Mangalem, and Muzaka
Hotel; the customers are foreign tourists from Italy,
Spain, and France.
From the 180 forms delivered, 146 were found
complete and reliable for the study; 66 were male,
75 were female, and 5 forms were not filled.
The questionnaire contained these questions:
1) Accommodation met my expectations.
2) Information was accurate and useful.
3) The natural beauty of this destination is
appealing.
4) The local cuisine and dining options are
enjoyable.
5) Cultural heritage and historical sites are
interesting.
6) Overall safety and security are satisfactory.
7) The cost of tourism activities and services is
reasonable.
8) The quality of the attractions met my
expectations.
9) Overall value for money was satisfactory.
10) Overall estimation was satisfactory.
11) Tourist attractions are well-maintained.
12) Local people are friendly and welcoming
towards tourists.
13) Transportation is convenient and reliable.
The 5-point Likert scale contained these 5 answers:
1) Strongly Disagree (SD)
2) Disagree (D)
3) Neutral (N)
4) Agree (A)
5) Strongly agree (SA)
Fig 3. Missing values.
Reliability test:
Cronbach's alpha is a measure of the reliability or
internal consistency of a set of scale or test items. It
assumes that all items are measuring the same
underlying construct and that the relationships
between the items are linear. Its values are between
values 0 and 1.
A higher alpha value indicates greater internal
consistency, suggesting that the items in the scale or
test are more reliable in measuring the underlying
construct, table 1.
The data used for the reliability are 135 full cases
instead of 146 because of listwise deletion (11 cases
are deleted for having at least one missing value),
table 2.
The percentage of the deleted data is small enough
(7%), so it is considered not to bias the result.
The reliability statistics (Cronbach's Alpha = .795)
show that there is a satisfactory consistent and
reliable survey, table 3.
IV. RESULTS AND DISCUSSION
Missing values:
Among the provided data, there are cases with
missing values that are considered Completely
Missing in Random, (MCAR), meaning that the
missingness is completely random and so, the
deleted cases don’t impact the result. However, the
SPSS software provides several methods of treating
the missing data such as listwise deletion, pairwise
deletion, or data imputation, figure 3.
526
Table 1. Consistency test values
Values
0.0 - 0.6
0.6 - 0.7
0.7 - 0.8
0.8 - 0.9
0.9 - 1.0
Interpretation
Poor internal consistency
Questionable internal consistency
Acceptable internal consistency
Good internal consistency
Excellent internal consistency
Table 2. Valid and missing values
Case Processing Summary
N
%
Valid
135
92.5
a
Excluded
11
7.5
Total
146
100.0
a. Listwise deletion based on all variables in the
procedure.
Cases
Table 3. Value of consistency test
Reliability Statistics
Cronbach's Alpha
N of Items
Based on
Standardized Items
Cronbach's
Alpha
.788
.790
13
Descriptive statistics.
Mean values. Interpretation.
The distribution of the survey values for each
variable is normal or nearly normal.
The largest part of the values are around the center
(average; 3.5-4.5), and the smallest part of the
values are at their edges (values 1 and 5), figure 4,5.
Distribution of 5- point values
3.429 for the transportation item (variable), and the
maximum mean is equal to 3.993 for the atmosphere
item (variable).
The majority of the tourists show a positive opinion
of all the aspects of tourism quality services. Among
them, the items of Atmosphere and Destination are
estimated with the highest values, table 4, 5.
Comparing the means of two groups (F/M): the
chosen variable is “overall”, and the groups are
“Male=1”, and “Female=2”.
The independent samples “t” test results in t=.039
and sig. (2 tailed)=.969 for equal variances
assumed, and t=.039, sig. (2 tailed= .969>.05) for
equal variances nor assumed.
The conclusion is that Ho's hypothesis that means
are equal is not rejected, (M/F means are equal
regarding the “overall” item, table 6,7.
The same result is concluded with other items
(variables).
60%
Table 4. Items statistics.
Item Statistics
40%
20%
0%
1
2
3
SD=1
4
5
D=2
6
7
N=3
8
9 10 11 12 13
A=4
SA=5
Fig. 4. Distribution of 5-point values
Mean
Std. Deviation N
Accommodation
3.6889
.78671
135
Information
3.7037
.82926
135
Destination
3.9926
.76779
135
Cuisine
3.8000
.86214
135
Heritage
3.8889
.69826
135
Safety
3.9037
.71104
135
Cost
3.5556
.82559
135
Quality
3.7630
.69333
135
Value
3.6889
.85052
135
Overall
3.8370
.81229
135
Attraction
3.6963
.81290
135
Atmosphere
3.9926
.74810
135
Transportation
3.4296
.82445
135
Table 5. Mean values and interpretation
Fig. 5. “Normal” distribution, “overall” values
The calculated means are between values (3.4-4)
meaning “Agree”. The minimum mean is equal to
527
Mean value
1- 1.8
1.81- 2.6
2.61- 3.4
3.41- 4.2
4.21- 5.0
Interpretation
Strongly disagree (SD)
Disagree
(D)
Neutral
(N)
Agree
(A)
Strongly Agree (SA)
Table 6. Groups (M/F) data statistics
O
v
e
r
a
ll
Sex
Group Statistics
Mean
Std. Dev.
N
Limitation of the study; The survey was conducted
in a small area of Albania, in the city of Berat. For a
more complete study, more data and from a larger
area is needed.
Surveys can also be conducted for special services
related to the characteristics of the city, such as
museums, historical sites, special national events,
etc.
Std. Error
Mean
1.00 66
3.8030
.86326
.10626
2.00 74
3.7973
.89105
.10358
References
Table 7. Independent sample
Independent Samples Test
Levene's Test for Equality of
Variances
t-test for Equality of
Means
Overall
Sig.
F
Sig. T
Df
(2tailed)
Equal variances
.106 .745 .039 138 .969
assumed
Equal variances
.039 137 .969
not assumed
V. CONCLUSION
Assessing the quality of tourism services through
surveys is a very important tool to understand and
know the tourists’ experience, assessment, and
opinion.
Surveys help increase the appropriate level of
services to international standards and build a
positive image for the destination. By addressing the
identified challenges, service providers can elevate
the overall tourist experience, fostering repeat
visitors
and
positive
word-of-mouth
recommendations.
The main challenges of the Albanian tourism
industry are many and they are reflected in the
surveys:
Enabling easier and faster access to tourist
destinations, and improving the infrastructure in the
destination are among the most important elements
for
qualitative
and
quantitative
tourism
developments.
Promoting well-known brands of hotels and tourist
operators, which are a guarantor of the quality of
service for the majority of foreign tourists.
Coping with the massification of tourism is a
challenge and for this, it is important to manage
tourism sustainably and to prevent negative impacts
on the environment and culture.
[1]
Burlea-Schiopoiu, A., & Ozuni, F. (2021). The
potential of the Albanian tourism sector. Sustainability, 13(7),
3928.
[2]
Kosova, R., & Sinaj, V. (2020). SERVICE
QUALITY AND HOTEL CUSTOMER SATISFACTION: A
CASE STUDY FROM DURRES, ALBANIA. Annals
of'Constantin Brancusi'University of Targu-Jiu. Economy
Series, (6).
[3]
Kasapi, I., & Nurja, I. (2019). The Influence of
Cognitive Image on Tourist Loyalty: A Study of Foreign
Tourists Visiting Tirana City. Mediterranean Journal of
Social Sciences, 10(1), 59.
[4]
Kekezi, A. The impact of new media in the promotion
of protected areas as tourism destinations (Albania). DITËT E
STUDIMEVE SHQIPTARE V-VI/2018-2019, 230.
[5]
Kosova, R., & Sinaj, V. (2021). Mathematical
modeling of tourism development. An application to Albanian
tourism. Journal of Environmental Management &
Tourism, 12(6 (54)), 1707-1715.
[6]
Memaj, F. (2015). The impact of promotional
activities on the development of the tourism industry in
Albania. In A Human being in Space and Time–
anthropological Meeting at the Institute of History, University
of Lodz Law and Economic aspects (p. 126).
[7]
Godolja, M., & Spaho, A. (2014). Measuring Hotel
Guest satisfaction using SERVQUAL method: A study in
Tirana hotels. SPNA, December, Tirana, Albana.
[8]
Xhafaj, E., Nurja, I., & Xhafaj, A. (2014).
ECONOMETRIC SCALES OF EQUIVALENCE, AND
THEIR IMPLEMENTATIONS IN ALBANIA. European
Scientific Journal.
[9]
World Bank: Albania: https://data.worldbank.org/
[10]
İnstat. https://www.instat.gov.al/en/
[11]
Ministry
of
Tourism
and
Enviroment;
https://turizmi.gov.al/statistikat-e-turizmit/
[12]
Prašnikar, J., Memaj, F., Redek, T., & Voje, D.
(2013). The role of corporations in economic development:
Albania on its way to internationalisation. Post-communist
economies, 25(3), 392-406.
[13]
Mema, F. (2004). Albania: Vortices of
imbalance. Higher Education in Europe, 29(3), 309-317.
[14]
Kosova, R., Halidini, D. Q., Xhafaj, E., Gjikaj, N., &
Kosova, A. M. (2023). Utilizing Decision Analysis and Game
Theory
in
Resolving
Conflicts
in
Albania. ASProceedings, 1(2), 276–281. https://doi.org/10.59287/asproceedings.162
[15]
Stana, P. E. A., Toti, P. E. L., Kosova, P. R., &
Prodani, P. F. (2023). The Future of Durrës-Smart University
528
& Smart City. Journal of Survey in Fisheries Sciences, 10(2S),
1971-1981.
[16]
Stana, A., Toti, L., Kosova, R., & Prodani, F. (2019).
FUTURE OF DURRES: SMART CITY AND SMART
UNIVERSITY. European Journal of Engineering and
Technology Vol, 7(6).
[17]
Kosova, R., Qendraj, D. H., & Xhafaj, E. (2022).
Meta-Analysis ELECTRE III and AHP in Evaluating and
Ranking the Urban Resilience. Journal of Environmental
Management & Tourism, 13(3), 756-768.
[18]
Kosova, R. (2020). An application of MCDA and
AHP method for evaluation of urban resilience to river floods:
a case study from Berat, Albania. In 7th International
Congress on Fundamental and Applied Sciences.
[19]
Qendraj, D. H., Xhafaj, E., Xhafaj, A., & Halidini, E.
(2021). Ranking the Most Important Attributes of using
Google Classroom in Online Teaching for Albanian
Universities: A Fuzzy AHP Method with Triangular Fuzzy
Numbers and Trapezoidal Fuzzy Numbers. Adv. Sci. Technol.
Eng. Syst. J.
[20]
Hajrulla, S., Demir, T., Bezati, L., & Kosova, R.
(2023). The Impact of Constructive Learning Applied to the
Teaching of Numerical Methods. AS-Proceedings, 1(1), 5764.
[21]
Halidini Qendraj, D., Xhafaj, E., Kosova, R., &
Gjikaj, N. (2023). Factors Affecting the Adoption of Cloud
Based Learning Management System: A Decision Approach
via Fuzzy Z-AHP. Interdisciplinary Journal of Research and
Development, 10(2), 82. https://doi.org/10.56345/ijrdv10n212
[22]
Kosova, Robert; Sinaj, Valentina; Scarelli, Antonino;
Kosova, Anna Maria; and Stana, Alma, "Academic staff
performance evaluation, using decision analyses method and
application" (2017). UBT International Conference. 124.
https://knowledgecenter.ubt-uni.net/conference/2017/allevents/124. DOI: 10.33107/but-ic.2017.124
[23]
Xhafaj, E., Qendraj, D. H., Xhafaj, A., & Gjikaj, N.
(2022). A Hybrid Integration of PLS-SEM, AHP, and FAHP
Methods to Evaluate the Factors That Influence the Use of an
LMS. International Journal of Decision Support System
Technology (IJDSST), 14(1), 1-17.
[24]
Kosova, Robert; Thanasi, Teuta; Mukli, Lindita; and
Pëllumbi, Loreta Nakuçi, "Traditional mathematics and new
methods of teaching through programming together with
students" (2016). UBT International Conference. 31. DOI
10.33107/ubt-ic.2016.31
https://knowledgecenter.ubtuni.net/conference/2016/all-events/31.
[25]
Kosova, A. G. R. The Performance Of University
Students And High School Factors. Statistical Analyses And
ANCOVA.
[26]
Gjana, A., & Kosova, R. Traditional Class, and
Online Class Teaching. Comparing the Students' Performance
Using ANCOVA. Journal of Multidisciplinary Engineering
Science and Technology (JMEST), 14806-14811.
[27]
Xhafaj, E., Qendraj, D. H., Xhafaj, A., & Halidini, E.
(2021). Analysis and evaluation of factors affecting the use of
Google Classroom in Albania: a partial least squares structural
equation modeling approach. Math. Stat, 9(2), 112-126.
[28]
Çerkini, B., Bajrami, R., Kosova, R., & Shehu, V.
(2015). Transportation cost optimization. Academic Journal of
Interdisciplinary
Studies, 4(2
S1),
42.
Doi:10.5901/ajis.2015.v4n2s1p42
[29]
Çerkini, B., Prifti, V., & Kosova, R. (2014).
Logistical Route Optimization to Reduce Transportation Cost.
[30]
Bocari, A., Bizhga, B., Kosova, R., & Mehmett, N.
(2014). Lognormal distribution of Toxocara canis (n/e/g/f) at
the street dogs. Albanian Journal of Agricultural Sciences,
357.
[31]
Qendraj, D., & Xhafaj, E. (2015). Evaluating risk
factors of being obese, by using id3 algorithm in Weka
software. European Scientific Journal, 11(24).
[32]
Qendraj, D. H., & Muça, M. (2016). The Analytic
Hierarchic Process: A Model to Evaluate the Risk of Getting
Cancer. International
Journal
of
Business
and
Technology, 4(2), 4.
[33]
Kosova, R., Xhafaj, E., Qendraj, D., & Prifti, I. A
PROBABILITY APPROACH TO HUBBERT METHOD OF
OIL PRODUCTION AND RESERVES ESTIMATION.
APPLICATIONS IN ALBANIAN OILFIELDS.
[34]
Kosova, R., Shehu, V., Naco, A., Xhafaj, E., Stana,
A., & Ymeri, A. (2015). Monte Carlo simulation for estimating
geologic oil reserves. A case study from Kucova Oilfield in
Albania. Muzeul Olteniei Craiova. Oltenia. Studii şi
comunicări. Ştiinţele Naturii, 31(2), 20-25.
[35]
Kosova, R., Naco, A., & Prifti, I. (2016).
Deterministic and Stochastic methods of oil field reserves
estimation: A case study from KA. Oil field. Interdisciplinary
Journal of Research and Development, 4(2), 226-231.
[36]
Kosova, R., Xhafaj, E., Qendraj, D.H., Prifti, I.
(2023). Forecasting fossil fuel production through curvefitting models: An evaluation of the Hubbert model.
Mathematical Modelling of Engineering Problems, Vol. 10,
No. 4, pp. 1149-1156. https://doi.org/10.18280/mmep.100407
[37]
Barua, A. (2013). Methods for decision-making in
survey questionnaires based on the Likert scale. journal of
asian scientific research, 3(1), 35-38.
[38]
Likert, R. (1932). A technique for the measurement
of attitudes. Archives of psychology.
[39]
Kosova, R., Xhafaj, E., Karriqi, A., Boci, B., &
Guxholli, D. (2022). Missing Data In The Oil Industry And
Methods Of Imputations Using Spss: The Impact On Reserve
Estimation. Journal of Multidisciplinary Engineering Science
and Technology, 9(2), 15146-15155.
[40]
HALIDINI, P. D., XHAFAJ, P. E., & GJIKAJ, D. N.
Treating the missing values for the total waste recycling in
Albania. Interdisciplinary Journal of Research and.
[41]
Roni, S. M., & Djajadikerta, H. G. (2021). Data
analysis with SPSS for survey-based research. Singapore:
Springer.
529