Trang chủ / Marketing Quan Hệ

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 - 13



26-35

18-25

.2063

.09064

.106

-.0281

.4407



36-45

-.0613

.10505

.937

-.3330

.2104



>45

-.1132

.11855

.775

-.4198

.1934


36-45

18-25

.2676

.10882

.069

-.0138

.5491



26-35

.0613

.10505

.937

-.2104

.3330



>45

-.0519

.13297

.980

-.3958

.2920


>45

18-25

.3195(*)

.12191

.046

.0042

.6348



26-35

.1132

.11855

.775

-.1934

.4198



36-45

.0519

.13297

.980

-.2920

.3958

CK

18-25

26-35

-.0655

.09026

.887

-.2989

.1679



36-45

-.1178

.10836

.698

-.3981

.1625



>45

-.2630

.12139

.135

-.5770

.0509


26-35

18-25

.0655

.09026

.887

-.1679

.2989



36-45

-.0523

.10461

.959

-.3228

.2182



>45

-.1975

.11805

.340

-.5028

.1078


36-45

18-25

.1178

.10836

.698

-.1625

.3981



26-35

.0523

.10461

.959

-.2182

.3228



>45

-.1452

.13241

.692

-.4877

.1972


>45

18-25

.2630

.12139

.135

-.0509

.5770



26-35

.1975

.11805

.340

-.1078

.5028



36-45

.1452

.13241

.692

-.1972

.4877

TT

18-25

26-35

-.0333

.11138

.991

-.3213

.2548



36-45

-.2536

.13372

.232

-.5995

.0922



>45

-.2300

.14980

.418

-.6174

.1574


26-35

18-25

.0333

.11138

.991

-.2548

.3213



36-45

-.2203

.12908

.322

-.5542

.1135



>45

-.1967

.14567

.532

-.5735

.1800


36-45

18-25

.2536

.13372

.232

-.0922

.5995



26-35

.2203

.12908

.322

-.1135

.5542



>45

.0236

.16339

.999

-.3990

.4462


>45

18-25

.2300

.14980

.418

-.1574

.6174



26-35

.1967

.14567

.532

-.1800

.5735



36-45

-.0236

.16339

.999

-.4462

.3990

XD

18-25

26-35

-.0587

.09469

.926

-.3036

.1862



36-45

-.1799

.11368

.391

-.4739

.1141



>45

-.2617

.12735

.171

-.5911

.0677


26-35

18-25

.0587

.09469

.926

-.1862

.3036



36-45

-.1212

.10974

.687

-.4050

.1626



>45

-.2030

.12384

.358

-.5233

.1173


36-45

18-25

.1799

.11368

.391

-.1141

.4739



26-35

.1212

.10974

.687

-.1626

.4050



>45

-.0818

.13891

.935

-.4411

.2775


>45

18-25

.2617

.12735

.171

-.0677

.5911



26-35

.2030

.12384

.358

-.1173

.5233



36-45

.0818

.13891

.935

-.2775

.4411

CT

18-25

26-35

-.1344

.10274

.558

-.4002

.1313



36-45

-.2429

.12335

.202

-.5620

.0761



>45

-.3101

.13818

.114

-.6675

.0473


26-35

18-25

.1344

.10274

.558

-.1313

.4002



36-45

-.1085

.11908

.799

-.4165

.1995



>45

-.1757

.13438

.559

-.5232

.1719

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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 - 13



36-45

18-25

.2429

.12335

.202

-.0761

.5620



26-35

.1085

.11908

.799

-.1995

.4165



>45

-.0672

.15072

.970

-.4570

.3227


>45

18-25

.3101

.13818

.114

-.0473

.6675



26-35

.1757

.13438

.559

-.1719

.5232



36-45

.0672

.15072

.970

-.3227

.4570

LTT

18-25

26-35

-.1868

.09172

.177

-.4240

.0504



36-45

-.2324

.11012

.153

-.5172

.0524



>45

-.4968(*)

.12336

.000

-.8159

-.1778


26-35

18-25

.1868

.09172

.177

-.0504

.4240



36-45

-.0456

.10630

.974

-.3205

.2294



>45

-.3100

.11996

.050

-.6203

.0002


36-45

18-25

.2324

.11012

.153

-.0524

.5172



26-35

.0456

.10630

.974

-.2294

.3205



>45

-.2645

.13455

.204

-.6125

.0835


>45

18-25

.4968(*)

.12336

.000

.1778

.8159



26-35

.3100

.11996

.050

-.0002

.6203



36-45

.2645

.13455

.204

-.0835

.6125


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

>45

-.3195(*)

.12191

.023

-.6024

-.0366


26-35

>45

-.1132

.11855

.604

-.3883

.1619


36-45

>45

-.0519

.13297

.948

-.3604

.2567

CK

18-25

>45

-.2630

.12139

.072

-.5447

.0187


26-35

>45

-.1975

.11805

.201

-.4714

.0764


36-45

>45

-.1452

.13241

.506

-.4524

.1620

TT

18-25

>45

-.2300

.14980

.258

-.5776

.1176


26-35

>45

-.1967

.14567

.350

-.5348

.1413


36-45

>45

.0236

.16339

.997

-.3555

.4027

XD

18-25

>45

-.2617

.12735

.093

-.5572

.0338


26-35

>45

-.2030

.12384

.214

-.4904

.0843


36-45

>45

-.0818

.13891

.853

-.4041

.2405

CT

18-25

>45

-.3101

.13818

.060

-.6307

.0105


26-35

>45

-.1757

.13438

.374

-.4875

.1361


36-45

>45

-.0672

.15072

.927

-.4169

.2826

LTT

18-25

>45

-.4968(*)

.12336

.000

-.7831

-.2106


26-35

>45

-.3100(*)

.11996

.025

-.5884

-.0317


36-45

>45

-.2645

.13455

.113

-.5767

.0477

* The mean difference is significant at the .05 level. Dunnett t (2-sided)


* The mean difference is significant at the .05 level.

a Dunnett t-tests treat one group as a control, and compare all other groups against it.



2. Phân tích ANOVA đối với biến thu nhập


Descriptives





N


Mean


Std.

Deviation


Std. Error

95% Confidence

Interval for Mean


Minimu m


Maxim um

Lower

Bound

Upper

Bound

NT

<=5 trieu

72

3.9282

.55158

.06500

3.7986

4.0579

2.67

5.00


>5 trieu den <=10 trieu

85

3.9627

.62487

.06778

3.8280

4.0975

1.50

5.00


>10 trieu den <=15 trieu

56

3.8988

.61025

.08155

3.7354

4.0622

2.67

5.00


>15 trieu

42

3.7817

.62631

.09664

3.5866

3.9769

2.17

5.00


Total

255

3.9092

.60158

.03767

3.8350

3.9833

1.50

5.00

CK

<=5 trieu

72

3.8611

.59471

.07009

3.7214

4.0009

2.75

5.00


>5 trieu den <=10 trieu

85

3.7324

.57059

.06189

3.6093

3.8554

1.50

4.75


>10 trieu den <=15 trieu

56

3.7143

.56090

.07495

3.5641

3.8645

2.50

4.75


>15 trieu

42

3.6131

.65844

.10160

3.4079

3.8183

2.00

5.00


Total

255

3.7451

.59296

.03713

3.6720

3.8182

1.50

5.00

TT

<=5 trieu

72

3.7257

.71227

.08394

3.5583

3.8931

1.50

5.00


>5 trieu den <=10 trieu

85

3.6265

.74863

.08120

3.4650

3.7879

1.00

5.00


>10 trieu den <=15 trieu

56

3.6920

.71825

.09598

3.4996

3.8843

2.25

5.00


>15 trieu

42

3.5417

.76093

.11741

3.3045

3.7788

2.00

5.00


Total

255

3.6549

.73242

.04587

3.5646

3.7452

1.00

5.00

XD

<=5 trieu

72

3.7292

.58405

.06883

3.5919

3.8664

2.50

5.00


>5 trieu den <=10 trieu

85

3.6471

.63889

.06930

3.5093

3.7849

2.00

5.00


>10 trieu den <=15 trieu

56

3.6161

.60671

.08108

3.4536

3.7786

2.50

5.00


>15 trieu

42

3.5357

.67529

.10420

3.3253

3.7461

2.00

5.00


Total

255

3.6451

.62275

.03900

3.5683

3.7219

2.00

5.00

CT

<=5 trieu

72

3.6806

.61773

.07280

3.5354

3.8257

2.20

5.00


>5 trieu den <=10 trieu

85

3.6282

.65404

.07094

3.4872

3.7693

2.00

5.00


>10 trieu den <=15 trieu

56

3.5036

.72362

.09670

3.3098

3.6974

1.80

5.00


>15 trieu

42

3.4476

.74416

.11483

3.2157

3.6795

1.80

5.00


Total

255

3.5859

.67727

.04241

3.5024

3.6694

1.80

5.00

LTT

<=5 trieu

72

3.7722

.52143

.06145

3.6497

3.8948

2.80

5.00


>5 trieu den <=10 trieu

85

3.6635

.63111

.06845

3.5274

3.7997

1.80

5.00


>10 trieu den <=15 trieu

56

3.4821

.59179

.07908

3.3237

3.6406

2.00

4.60


>15 trieu

42

3.4429

.70335

.10853

3.2237

3.6620

2.00

4.60


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

.070

3

251

.976

CK

.523

3

251

.667

TT

.289

3

251

.833

XD

.648

3

251

.585

CT

.526

3

251

.665

LTT

2.410

3

251

.068


ANOVA




Sum of Squares


df


Mean Square


F


Sig.

NT

Between Groups

.958

3

.319

.881

.451


Within Groups

90.965

251

.362




Total

91.923

254




CK

Between Groups

1.768

3

.589

1.690

.170


Within Groups

87.539

251

.349




Total

89.306

254




TT

Between Groups

1.045

3

.348

.647

.586


Within Groups

135.211

251

.539




Total

136.256

254




XD

Between Groups

1.059

3

.353

.909

.437


Within Groups

97.447

251

.388




Total

98.506

254




CT

Between Groups

1.980

3

.660

1.447

.230


Within Groups

114.529

251

.456




Total

116.509

254




LTT

Between Groups

4.211

3

1.404

3.817

.011


Within Groups

92.306

251

.368




Total

96.517

254






Post Hoc Tests


Multiple Comparisons


Tukey HSD


Depen dent Variabl e


(I) Muc thu nhap


(J) Muc thu nhap

Mean Differen ce (I-J)


Std. Error


Sig.

95% Confidence Interval

Lower Bound

Upper Bound

NT


CK


TT


XD

<=5 trieu


>5 trieu den <=10 trieu


>10 trieu den <=15 trieu


>15 trieu


<=5 trieu


>5 trieu den <=10 trieu


>10 trieu den <=15 trieu


>15 trieu


<=5 trieu


>5 trieu den <=10 trieu


>10 trieu den <=15 trieu


>15 trieu


<=5 trieu


>5 trieu den <=10 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>10 trieu den <=15 trieu

-.0345

.09642

.984

-.2839

.2149

.0294

.10726

.993

-.2480

.3068

.1465

.11689

.594

-.1558

.4488

.0345

.09642

.984

-.2149

.2839

.0639

.10361

.927

-.2040

.3319

.1810

.11354

.384

-.1127

.4747

-.0294

.10726

.993

-.3068

.2480

-.0639

.10361

.927

-.3319

.2040

.1171

.12288

.776

-.2008

.4349

-.1465

.11689

.594

-.4488

.1558

-.1810

.11354

.384

-.4747

.1127

-.1171

.12288

.776

-.4349

.2008

.1288

.09459

.525

-.1159

.3734

.1468

.10522

.503

-.1253

.4190

.2480

.11466

.137

-.0485

.5446

-.1288

.09459

.525

-.3734

.1159

.0181

.10164

.998

-.2448

.2809

.1193

.11139

.708

-.1688

.4073

-.1468

.10522

.503

-.4190

.1253

-.0181

.10164

.998

-.2809

.2448

.1012

.12055

.836

-.2106

.4130

-.2480

.11466

.137

-.5446

.0485

-.1193

.11139

.708

-.4073

.1688

-.1012

.12055

.836

-.4130

.2106

.0992

.11756

.833

-.2048

.4033

.0337

.13077

.994

-.3045

.3719

.1840

.14251

.569

-.1845

.5526

-.0992

.11756

.833

-.4033

.2048

-.0655

.12632

.955

-.3922

.2612

.0848

.13843

.928

-.2732

.4428

-.0337

.13077

.994

-.3719

.3045

.0655

.12632

.955

-.2612

.3922

.1503

.14982

.748

-.2372

.5378

-.1840

.14251

.569

-.5526

.1845

-.0848

.13843

.928

-.4428

.2732

-.1503

.14982

.748

-.5378

.2372

.0821

.09980

.844

-.1760

.3402

.1131

.11102

.739

-.1740

.4002

.1935

.12098

.381

-.1194

.5063

-.0821

.09980

.844

-.3402

.1760

.0310

.10724

.992

-.2464

.3083



CT


LTT


>10 trieu den <=15 trieu


>15 trieu


<=5 trieu


>5 trieu den <=10 trieu


>10 trieu den <=15 trieu


>15 trieu


<=5 trieu


>5 trieu den <=10 trieu


>10 trieu den <=15 trieu


>15 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>10 trieu den <=15 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>15 trieu

<=5 trieu

>5 trieu den <=10 trieu

>10 trieu den <=15 trieu

.1113

.11752

.779

-.1926

.4153

-.1131

.11102

.739

-.4002

.1740

-.0310

.10724

.992

-.3083

.2464

.0804

.12719

.922

-.2486

.4093

-.1935

.12098

.381

-.5063

.1194

-.1113

.11752

.779

-.4153

.1926

-.0804

.12719

.922

-.4093

.2486

.0523

.10819

.963

-.2275

.3321

.1770

.12036

.457

-.1343

.4883

.2329

.13115

.287

-.1063

.5721

-.0523

.10819

.963

-.3321

.2275

.1247

.11626

.707

-.1760

.4253

.1806

.12741

.489

-.1489

.5101

-.1770

.12036

.457

-.4883

.1343

-.1247

.11626

.707

-.4253

.1760

.0560

.13788

.977

-.3007

.4126

-.2329

.13115

.287

-.5721

.1063

-.1806

.12741

.489

-.5101

.1489

-.0560

.13788

.977

-.4126

.3007

.1087

.09713

.678

-.1425

.3599

.2901(*)

.10805

.039

.0106

.5695

.3294(*)

.11774

.028

.0248

.6339

-.1087

.09713

.678

-.3599

.1425

.1814

.10437

.306

-.0886

.4513

.2207

.11438

.218

-.0751

.5165

-.2901(*)

.10805

.039

-.5695

-.0106

-.1814

.10437

.306

-.4513

.0886

.0393

.12379

.989

-.2809

.3594

-.3294(*)

.11774

.028

-.6339

-.0248

-.2207

.11438

.218

-.5165

.0751

-.0393

.12379

.989

-.3594

.2809

* The mean difference is significant at the .05 level.



Dunnett t (2-sided)

Depende nt Variable


(I) Muc thu nhap


(J) Muc thu nhap

Mean Differenc e (I-J)


Std. Error


Sig.

95% Confidence Interval

Lower Bound

Upper Bound

NT

<=5 trieu

>15 trieu

.1465

.11689

.421

-.1264

.4194


>5 trieu den <=10 trieu

>15 trieu

.1810

.11354

.242

-.0841

.4461


>10 trieu den <=15 trieu

>15 trieu

.1171

.12288

.623

-.1699

.4040

CK

<=5 trieu

>15 trieu

.2480

.11466

.075

-.0197

.5158


>5 trieu den <=10 trieu

>15 trieu

.1193

.11139

.540

-.1408

.3794


>10 trieu den <=15 trieu

>15 trieu

.1012

.12055

.703

-.1803

.3827

TT

<=5 trieu

>15 trieu

.1840

.14251

.398

-.1487

.5168


>5 trieu den <=10 trieu

>15 trieu

.0848

.13843

.851

-.2384

.4081


>10 trieu den <=15 trieu

>15 trieu

.1503

.14982

.587

-.1995

.5001

XD

<=5 trieu

>15 trieu

.1935

.12098

.240

-.0890

.4759


>5 trieu den <=10 trieu

>15 trieu

.1113

.11752

.627

-.1631

.3858


>10 trieu den <=15 trieu

>15 trieu

.0804

.12719

.840

-.2166

.3773

CT

<=5 trieu

>15 trieu

.2329

.13115

.172

-.0733

.5392


>5 trieu den <=10 trieu

>15 trieu

.1806

.12741

.326

-.1169

.4781


>10 trieu den <=15 trieu

>15 trieu

.0560

.13788

.948

-.2660

.3779

LTT

<=5 trieu

>15 trieu

.3294(*)

.11774

.014

.0544

.6043


>5 trieu den <=10 trieu

>15 trieu

.2207

.11438

.126

-.0464

.4878


>10 trieu den <=15 trieu

>15 trieu

.0393

.12379

.974

-.2498

.3283

* The mean difference is significant at the .05 level.

a Dunnett t-tests treat one group as a control, and compare all other groups against it.

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