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Ảnh hưởng của marketing quan hệ (relationship marketing) đến sự trung thành của khách hàng – Một nghiên cứu tại các ngân hàng TMCP ở Việt Nam - 12



Component Matrix(a)




Component

1

LTT - Toi se khong thay doi y dinh


su dung dich vu cua NH

.811

LTT - Toi se gioi thieu nguoi khac


su dung dich vu cua NH

.793

LTT - Toi khuyen nguoi khac nen su


dung dich vu cua NH

.741

LTT - Khi can su dung dich vu NH,


X la NH toi nghi den truoc tien

.722

LTT - Toi se la khach hang trung thanh cua NH


.697

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Ảnh hưởng của marketing quan hệ (relationship marketing) đến sự trung thành của khách hàng – Một nghiên cứu tại các ngân hàng TMCP ở Việt Nam - 12

Extraction Method: Principal Component Analysis. a 1 components extracted.


Rotated Component Matrix(a)


a Only one component was extracted. The solution cannot be rotated.


PHỤ LỤC 8: PHÂN TÍCH HỒI QUI


Correlations




NT

CK

TT

XD

CT

LTT

NT

Pearson

Correlation

1

.600(**)

.606(**)

.553(**)

.561(**)

.659(**)


Sig. (2-tailed)

.

.000

.000

.000

.000

.000


N

255

255

255

255

255

255

CK

Pearson Correlation

.600(**)

1

.496(**)

.558(**)

.595(**)

.617(**)


Sig. (2-tailed)

.000

.

.000

.000

.000

.000


N

255

255

255

255

255

255

TT

Pearson Correlation

.606(**)

.496(**)

1

.575(**)

.548(**)

.602(**)


Sig. (2-tailed)

.000

.000

.

.000

.000

.000


N

255

255

255

255

255

255

XD

Pearson Correlation

.553(**)

.558(**)

.575(**)

1

.618(**)

.620(**)


Sig. (2-tailed)

.000

.000

.000

.

.000

.000


N

255

255

255

255

255

255

CT

Pearson Correlation

.561(**)

.595(**)

.548(**)

.618(**)

1

.671(**)


Sig. (2-tailed)

.000

.000

.000

.000

.

.000


N

255

255

255

255

255

255

LTT

Pearson Correlation

.659(**)

.617(**)

.602(**)

.620(**)

.671(**)

1


Sig. (2-tailed)

.000

.000

.000

.000

.000

.


N

255

255

255

255

255

255

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


Model Summary(b)



Model


R


R Square

Adjusted R Square

Std. Error of the Estimate

Durbin- Watson

1

.785(a)

.617

.609

.38539

1.958

a Predictors: (Constant), CT, TT, CK, XD, NT b Dependent Variable: LTT


ANOVA(b)



Model


Sum of Squares


df


Mean Square


F


Sig.

1

Regressio

n

59.534

5

11.907

80.166

.000(a)


Residual

36.983

249

.149




Total

96.517

254




a Predictors: (Constant), CT, TT, CK, XD, NT b Dependent Variable: LTT


Coefficients(a)



Model


Unstandardized Coefficients

Standardized Coefficients


t


Sig.


Collinearity


Statistics

B

Std. Error

Beta


Tolerance

VIF

1

(Constant)

.175

.180


.968

.334




NT

.251

.058

.245

4.359

.000

.488

2.050


CK

.161

.057

.155

2.846

.005

.519

1.925


TT

.121

.045

.144

2.666

.008

.530

1.887


XD

.146

.055

.148

2.665

.008

.501

1.996


CT

.247

.051

.271

4.840

.000

.490

2.039


6


4


2


Standardized Residual

0


-2


-4

-4 -3


-2 -1 0 1 2 3


Standardized Predicted Value




NT

CK

TT

XD

CT

ABSZRE

NT

Correlation Coefficient

1.000

.607(**)

.604(**)

.551(**)

.561(**)

.043


Sig. (2-tailed)

.

.000

.000

.000

.000

.497


N

255

255

255

255

255

255

CK

Correlation Coefficient

.607(**)

1.000

.504(**)

.569(**)

.598(**)

.017


Sig. (2-tailed)

.000

.

.000

.000

.000

.791


N

255

255

255

255

255

255

TT

Correlation Coefficient

.604(**)

.504(**)

1.000

.575(**)

.558(**)

.020


Sig. (2-tailed)

.000

.000

.

.000

.000

.750


N

255

255

255

255

255

255

XD

Correlation Coefficient

.551(**)

.569(**)

.575(**)

1.000

.643(**)

.051


Sig. (2-tailed)

.000

.000

.000

.

.000

.420


N

255

255

255

255

255

255

CT

Correlation Coefficient

.561(**)

.598(**)

.558(**)

.643(**)

1.000

.029


Sig. (2-tailed)

.000

.000

.000

.000

.

.648


N

255

255

255

255

255

255

ABSZRE

Correlation Coefficient

.043

.017

.020

.051

.029

1.000


Sig. (2-tailed)

.497

.791

.750

.420

.648

.


N

255

255

255

255

255

255

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



40


30


20


10


Std. Dev = .99 Mean = 0.00

4.00

3.50

3.00

2.50

2.00

1.50

1.00

.50

0.00

-.50

-1.00

-1.50

-2.00

-2.50

-3.00

-3.50

0 N = 255.00


Standardized Residual


PHỤ LỤC 9: PHÂN TÍCH T-TEST


Group Statistics




Gioi tinh


N


Mean


Std.


Deviation

Std. Error Mean

NT

Nu

112

4.0818

.46175

.04363


Nam

143

3.7739

.66237

.05539

CK

Nu

112

3.7031

.58369

.05515


Nam

143

3.7780

.60011

.05018

TT

Nu

112

3.6563

.61707

.05831


Nam

143

3.6538

.81357

.06803

XD

Nu

112

3.6049

.64518

.06096


Nam

143

3.6766

.60502

.05059

CT

Nu

112

3.4571

.64343

.06080


Nam

143

3.6867

.68815

.05755

LTT

Nu

112

3.7196

.65510

.06190


Nam

143

3.5385

.57420

.04802



Independent Samples Test




Levene's Test for Equality of

Variances


t-test for Equality of Means


F


Sig.


t


df


Sig. (2-

tailed)


Mean Differen ce

Std. Error Differe nce

95% Confidence

Interval of the Difference


Lower


Upper

NT

Equal variances assumed

18.121

.000

4.187

253

.000

.3080

.07355

.16310

.45281


Equal variances not assumed




4.367


249.837


.000


.3080


.07051


.16908


.44682

CK

Equal variances assumed


.656


.419


-1.000


253


.318


-.0748


.07482


-.22220


.07250


Equal variances not assumed




-1.004


241.489


.317


-.0748


.07457


-.22173


.07204

TT

Equal variances assumed


12.218


.001


.026


253


.979


.0024


.09260


-.17996


.18477


Equal variances not assumed




.027


252.761


.979


.0024


.08960


-.17406


.17886

XD

Equal variances assumed


.573


.450


-.912


253


.363


-.0717


.07861


-.22647


.08314


Equal variances not assumed




-.905


230.926


.367


-.0717


.07922


-.22776


.08443

CT

Equal variances assumed


.353


.553


-2.720


253


.007


-.2296


.08440


-.39579


-.06335


Equal variances not assumed




-2.742


245.163


.007


-.2296


.08371


-.39446


-.06468

LTT

Equal variances assumed


5.461


.020


2.350


253


.020


.1812


.07710


.02934


.33302


Equal variances not assumed




2.313


221.953


.022


.1812


.07834


.02679


.33557


PHỤ LỤC 10: PHÂN TÍCH ANOVA


1. Phân tích ANOVA đối với biến tuổi

Descriptives





N


Mean


Std.

Deviation


Std. Error

95% Confidence

Interval for Mean


Minimum


Maximum

Lower

Bound

Upper

Bound



NT

18-25

78

3.7393

.60278

.06825

3.6034

3.8752

2.67

5.00


26-35

95

3.9456

.56621

.05809

3.8303

4.0610

1.50

5.00


36-45

48

4.0069

.65048

.09389

3.8181

4.1958

2.17

5.00


>45

34

4.0588

.55940

.09594

3.8636

4.2540

2.83

5.00


Total

255

3.9092

.60158

.03767

3.8350

3.9833

1.50

5.00

CK

18-25

78

3.6635

.60949

.06901

3.5260

3.8009

2.50

5.00


26-35

95

3.7289

.59994

.06155

3.6067

3.8512

1.50

5.00


36-45

48

3.7813

.60938

.08796

3.6043

3.9582

2.00

4.75


>45

34

3.9265

.48277

.08279

3.7580

4.0949

3.00

4.75


Total

255

3.7451

.59296

.03713

3.6720

3.8182

1.50

5.00

TT

18-25

78

3.5641

.71786

.08128

3.4023

3.7260

1.75

5.00


26-35

95

3.5974

.66873

.06861

3.4611

3.7336

1.00

5.00


36-45

48

3.8177

.81987

.11834

3.5796

4.0558

1.50

5.00


>45

34

3.7941

.77964

.13371

3.5221

4.0661

1.75

5.00


Total

255

3.6549

.73242

.04587

3.5646

3.7452

1.00

5.00

XD

18-25

78

3.5545

.61323

.06943

3.4162

3.6927

2.00

5.00


26-35

95

3.6132

.60227

.06179

3.4905

3.7358

2.00

5.00


36-45

48

3.7344

.67715

.09774

3.5378

3.9310

2.50

5.00


>45

34

3.8162

.59769

.10250

3.6076

4.0247

2.50

5.00


Total

255

3.6451

.62275

.03900

3.5683

3.7219

2.00

5.00

CT

18-25

78

3.4487

.75743

.08576

3.2779

3.6195

1.80

5.00


26-35

95

3.5832

.65601

.06731

3.4495

3.7168

2.00

5.00


36-45

48

3.6917

.64572

.09320

3.5042

3.8792

2.00

5.00


>45

34

3.7588

.52979

.09086

3.5740

3.9437

2.60

4.80


Total

255

3.5859

.67727

.04241

3.5024

3.6694

1.80

5.00

LTT

18-25

78

3.4385

.60651

.06867

3.3017

3.5752

2.40

5.00


26-35

95

3.6253

.58872

.06040

3.5053

3.7452

1.80

5.00


36-45

48

3.6708

.61953

.08942

3.4909

3.8507

2.00

4.80


>45

34

3.9353

.59027

.10123

3.7293

4.1412

2.60

4.80


Total

255

3.6180

.61643

.03860

3.5420

3.6941

1.80

5.00



Test of Homogeneity of Variances



Levene Statistic


df1


df2


Sig.

NT

1.408

3

251

.241

CK

1.214

3

251

.305

TT

1.002

3

251

.393

XD

.681

3

251

.564

CT

1.069

3

251

.363

LTT

.177

3

251

.912


ANOVA




Sum of Squares


df


Mean Square


F


Sig.

NT

Between Groups

3.597

3

1.199

3.407

.018


Within Groups

88.326

251

.352




Total

91.923

254




CK

Between Groups

1.726

3

.575

1.649

.179


Within Groups

87.581

251

.349




Total

89.306

254




TT

Between Groups

2.889

3

.963

1.812

.145


Within Groups

133.368

251

.531




Total

136.256

254




XD

Between Groups

2.115

3

.705

1.836

.141


Within Groups

96.391

251

.384




Total

98.506

254




CT

Between Groups

3.022

3

1.007

2.228

.085


Within Groups

113.487

251

.452




Total

116.509

254




LTT

Between Groups

6.076

3

2.025

5.621

.001


Within Groups

90.441

251

.360




Total

96.517

254





Post Hoc Tests


Multiple Comparisons


Tukey HSD



Dependent Variable


(I) Nhom tuoi


(J) Nhom tuoi

Mean Difference (I- J)


Std. Error


Sig.


95% Confidence Interval

Lower Bound


Upper Bound

NT 18-25 26-35

36-45

>45

-.2063

-.2676

-.3195(*)

.09064

.10882

.12191

.106

.069

.046

-.4407

-.5491

-.6348

.0281

.0138

-.0042

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