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Nhân Tố Phụ Thuộc “Hài Lòng” Reliability Statistics


Cronbach's Alpha


N of Items

.883

5

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Các nhân tố ảnh hưởng đến sự hài lòng của khách hàng đối với chất lượng dịch vụ chuyển tiền đi nước ngoài tại Ngân hàng TMCP Đông Á - 14

3.3. Nhân tố “Chất lượng” Reliability Statistics


Item-Total Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

CL1

12.40

17.150

.798

.839

CL2

12.23

18.596

.819

.835

CL3

12.24

20.040

.747

.854

CL4

12.25

17.313

.861

.822

CL5

11.79

22.635

.409

.923


3.4. Nhân tố “Hữu hình”


Reliability Statistics


Cronbach's Alpha

N of Items

.805

7

Item-Total Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

HH1

20.67

20.202

.589

.771

HH2

21.15

23.136

.320

.819

HH3

20.41

19.549

.704

.748



HH4

20.34

19.440

.700

.749

HH5

21.09

22.124

.526

.783

HH6

20.83

21.695

.524

.783

HH7

21.04

22.994

.431

.798



Loại HH2 và chạy lại


Reliability Statistics


Cronbach's Alpha


N of Items

.819

6


Item-Total Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

HH1

17.56

16.013

.583

.792

HH3

17.30

15.570

.683

.768

HH4

17.23

15.333

.696

.765

HH5

17.98

17.444

.560

.796

HH6

17.72

17.161

.542

.800

HH7

17.93

18.362

.445

.818


Cronbach's Alpha


N of Items

.650

5

3.5. Nhân tố “Đồng cảm” Reliability Statistics


Item-Total Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

DC1

12.87

12.238

.570

.527

DC2

12.86

12.027

.675

.491

DC3

13.06

12.915

.569

.540

DC4

13.28

13.878

.285

.649

DC5

13.32

12.384

.175

.771


Loại DC5 và chạy lại


Reliability Statistics


Cronbach's Alpha


N of Items

.771

4




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

DC1

9.84

7.001

.655

.672

DC2

9.84

6.892

.766

.616

DC3

10.04

7.565

.657

.678

DC4

10.26

8.530

.297

.869

Loại DC4 và chạy lại


Reliability Statistics


Cronbach's Alpha


N of Items

.869

3

Item-Total Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

DC1

6.78

3.991

.686

.881

DC2

6.77

3.881

.822

.749

DC3

6.97

4.244

.752

.816


Cronbach's Alpha


N of Items

.888

7

3.6. Nhân tố “Tin cậy” Reliability Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

TC1

16.40

31.588

.791

.859

TC2

16.41

31.223

.765

.862

TC3

16.04

37.417

.294

.916

TC4

16.40

30.465

.815

.855

TC5

15.73

31.547

.673

.874

TC6

16.53

31.995

.749

.864

TC7

16.89

32.096

.728

.867

Loại TC3 và chạy lại


Reliability Statistics


Cronbach's Alpha


N of Items

.916

6

Item-Total Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

TC1

13.38

26.379

.817

.894

TC2

13.39

26.014

.792

.897

TC4

13.37

25.316

.843

.889

TC5

12.70

27.670

.580

.928

TC6

13.50

26.690

.780

.899

TC7

13.87

26.452

.790

.897


Cronbach's Alpha


N of Items

.888

3

3.7. Nhân tố phụ thuộc “Hài lòng” Reliability Statistics


Item-Total Statistics




Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item- Total Correlation


Cronbach's Alpha if Item Deleted

HL1

5.72

5.508

.816

.810

HL2

6.11

5.269

.818

.809

HL3

5.94

6.394

.718

.894



PHỤ LỤC 4: PHÂN TÍCH NHÂN TỐ EFA

KMO and Bartlett's Test


Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.873

Bartlett's Test of Sphericity

Approx. Chi-Square

4.583E3


df

378


Sig.

.000

Total Variance Explained



Com pone nt


Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared Loadings


Total

% of Variance

Cumulative

%


Total

% of Variance

Cumulativ e %


Total

% of Variance


Cumulative %

1

10.409

37.177

37.177

10.409

37.177

37.177

4.383

15.654

15.654

2

3.148

11.242

48.419

3.148

11.242

48.419

4.102

14.649

30.303

3

2.177

7.776

56.195

2.177

7.776

56.195

3.488

12.456

42.759

4

1.710

6.108

62.303

1.710

6.108

62.303

3.141

11.218

53.977

5

1.504

5.370

67.673

1.504

5.370

67.673

2.649

9.459

63.436

6

1.297

4.632

72.306

1.297

4.632

72.306

2.484

8.870

72.306

7

.973

3.476

75.781







8

.892

3.184

78.966







9

.652

2.328

81.293







10

.594

2.121

83.414







11

.529

1.890

85.304







12

.494

1.766

87.070







13

.462

1.651

88.721







14

.397

1.417

90.138









15

.377

1.348

91.486







16

.355

1.267

92.753

17

.331

1.182

93.935

18

.291

1.038

94.973

19

.257

.916

95.889

20

.216

.770

96.659

21

.201

.716

97.375

22

.179

.639

98.014

23

.157

.560

98.574

24

.145

.519

99.093

25

.127

.454

99.547

26

.052

.186

99.733

27

.046

.165

99.898

28

.029

.102

100.000

Extraction Method: Principal Component Analysis.

Rotated Component Matrixa



Component

1

2

3

4

5

6

TC4

.854






TC7

.840

TC2

.837

TC6

.834

TC1

.829

TC5

.664

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