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Thang Đo Thành Phần Sự Thỏa Mãn Khách Hàng


PHỤ LỤC 4‌

KIỂM ĐỊNH CÁC THANG ĐO BẰNG CRONBACH’S ANPHA


1. Thang đo thành phần nguồn lực



R E L I A B

I

L

I

T

Y

A N A L

Y

S

I

S

- S

C

A

L E

(A L P

H

A)







Mean





Std Dev



Cases




1. RS01






4.4171





1.5202



211.0




2. RS02






4.5308





1.3880



211.0




3. RS03






4.4218





1.5173



211.0




4. RS04






4.4076





1.5690



211.0




5. RS05






4.3507





1.5025



211.0




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Statistics for


Mean


Variance


Std Dev

N of

Variables

SCALE

22.1280

43.5883

6.6021

5


Item-total Statistics


Scale Mean

if Item Deleted

Scale Variance

if Item Deleted

Corrected Item- Total

Correlation


Alpha if Item Deleted

RS01

17.7109

27.0446

.9002

.8922

RS02

17.5972

32.4036

.5859

.9493

RS03

17.7062

27.1228

.8962

.8930

RS04

17.7204

26.8214

.8803

.8960

RS05

17.7773

28.6311

.7899

.9142


Reliability Coefficients


N of Cases = 211.0 N of Items = 5 Alpha = .9271


2. Thang đo thành phần kết quả


R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A)



Mean

Std Dev

Cases

1. OC01


4.6919

1.3818

211.0

2. OC02


4.9100

1.5107

211.0

3. OC03


4.9194

1.5144

211.0

4. OC04


4.8483

1.4625

211.0

5. OC05


4.7915

1.4846

211.0

6. OC06


4.6209

1.5332

211.0


Statistics for


Mean


Variance


Std Dev

N of Variables

SCALE

28.7820

52.9427

7.2762

6


Item-total Statistics


Scale Mean

if Item Deleted

Scale Variance

if Item Deleted

Corrected Item- Total Correlation


Alpha if Item Deleted

OC01

24.0900

38.8157

.7096

.8871

OC02

23.8720

36.5312

.7737

.8772

OC03

23.8626

37.9096

.6831

.8911

OC04

23.9336

37.5956

.7365

.8829

OC05

23.9905

37.5713

.7235

.8849

OC06

24.1611

36.5263

.7590

.8794


Reliability Coefficients


N of Cases = 211.0 N of Items = 6 Alpha = .9013


3. Thang đo thành phần quá trình


R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A)



Mean

Std Dev

Cases

1. PR01


3.6493

1.7403

211.0

2. PR02


4.2986

1.7018

211.0

3. PR03


4.1043

1.7123

211.0

4. PR04


4.0569

1.7062

211.0


Statistics for


Mean


Variance


Std Dev

N of Variables

SCALE

16.1090

29.7166

5.4513

4


Item-total Statistics


Scale Mean

if Item Deleted

Scale Variance

if Item Deleted

Corrected Item- Total Correlation


Alpha if Item Deleted

PR01

12.4597

17.5353

.6279

.7524

PR02

11.8104

18.0782

.6041

.7639

PR03

12.0047

17.5190

.6464

.7435

PR04

12.0521

18.0687

.6023

.7647


Reliability Coefficients


N of Cases = 211.0 N of Items = 4 Alpha = .8053


4. Thang đo thành phần quản trị



R E L I A B

I

L

I T Y

A N A L Y

S

I

S - S

C A L E

(A L P

H

A)





Mean



Std Dev

Cases




1. MN01




4.0095



1.5886

211.0




2. MN02




3.6066



1.6011

211.0




3. MN03




3.5687



1.6239

211.0




4. MN04




3.2370



1.5799

211.0




5. MN05




2.9763



1.5870

211.0




6. MN06




3.6066



1.6306

211.0




7. IM01




3.4171



1.6808

211.0





Statistics for




Mean


Variance




Std Dev

N of Variables




SCALE



24.4218

86.4165



9.2960

7





Item-total Statistics


Scale Mean

if Item Deleted

Scale Variance

if Item Deleted

Corrected Item- Total Correlation


Alpha if Item Deleted

MN01

20.4123

68.1578

.5999

.9236

MN02

20.8152

64.1514

.7681

.9071

MN03

20.8531

62.8212

.8142

.9023

MN04

21.1848

63.5990

.8065

.9033

MN05

21.4455

65.7053

.7071

.9132

MN06

20.8152

64.1038

.7527

.9086

IM01

21.0047

61.7666

.8261

.9009


Reliability Coefficients


N of Cases = 211.0 N of Items = 7 Alpha = .9207


5. Thang đo thành phần sự thỏa mãn khách hàng


R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A)



Mean

Std Dev

Cases

1. SA01


4.0332

1.7193

211.0

2. SA02


3.7062

1.5702

211.0

3. SA03


4.3981

1.7465

211.0

4. SA04


4.6066

1.5405

211.0

5. SA05


4.7251

1.5857

211.0


Statistics for


Mean


Variance


Std Dev

N of Variables

SCALE

21.4692

43.4693

6.5931

5


Item-total Statistics


Scale Mean

if Item Deleted

Scale Variance

if Item Deleted

Corrected Item- Total Correlation


Alpha if Item Deleted

SA01

17.4360

28.0376

.6852

.8386

SA02

17.7630

29.2769

.6901

.8372

SA03

17.0711

27.1902

.7263

.8278

SA04

16.8626

30.5572

.6188

.8539

SA05

16.7441

28.7056

.7209

.8296


Reliability Coefficients


N of Cases = 211.0 N of Items = 5 Alpha = .8658


PHỤ LỤC 5‌

KẾT QUẢ PHÂN TÍCH NHÂN TỐ KHÁM PHÁ (EFA) THÀNH PHẦN CHẤT LƯỢNG DỊCH VỤ‌

KMO and Bartlett's Tes t


Kais er-Mey er-Olkin Measure of Sampling


A dequacy .

.910

Bartlett's Tes t of A pprox. Chi-Square

3084.531

Spheric ity df

171

Sig.

.000


Com m unalitie s



Initial

Ex traction

RS01

1.000

.896

RS03

1.000

.901

RS04

1.000

.898

RS05

1.000

.785

OC01

1.000

.661

OC02

1.000

.730

OC03

1.000

.607

OC04

1.000

.674

OC05

1.000

.700

OC06

1.000

.709

PR01

1.000

.737

PR02

1.000

.668

PR03

1.000

.645

MN02

1.000

.693

MN03

1.000

.781

MN04

1.000

.781

MN05

1.000

.638

MN06

1.000

.699

IM01

1.000

.799

Ex traction Method: Princ ipal Component A naly sis.



Total Variance Explained


Componen t


Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared Loadings



Total

% of Variance

Cumulati ve %


Total

% of Variance

Cumulati ve %


Total

% of Variance

Cumulati ve %

1

8.686

45.713

45.713

8.686

45.713

45.713

4.228

22.253

22.253

2

2.244

11.809

57.522

2.244

11.809

57.522

4.052

21.325

43.578

3

1.723

9.066

66.588

1.723

9.066

66.588

3.561

18.744

62.322

4

1.350

7.105

73.693

1.350

7.105

73.693

2.161

11.371

73.693

5

.708

3.725

77.418







6

.592

3.114

80.532







7

.530

2.789

83.321







8

.456

2.398

85.720







9

.435

2.288

88.008







10

.392

2.064

90.072







11

.344

1.812

91.885







12

.307

1.615

93.499







13

.285

1.502

95.001







14

.239

1.260

96.261







15

.208

1.094

97.355







16

.181

.951

98.307







17

.128

.672

98.979







18

.112

.589

99.568







19

.082

.432

100.000







Extraction Method: Principal Component Analysis.


Com pone nt M atr iax



Comp

onent

1

2

3

4

IM01

.776




MN03

.774




MN02

.740




MN04

.735


-.449


MN06

.716




OC06

.715




MN05

.711




OC02

.709




OC03

.695




OC04

.691




RS01

.690

.644



OC05

.666


.457


RS05

.643

.592



OC01

.642




PR03

.584



.538

RS04

.639

.698



RS03

.656

.681



PR01

.502



.655

PR02

.475



.620

Ex traction Method: Princ ipal Component Analysis.

a. 4 components extrac ted.

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