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Kết Quả Phân Tích Nhân Tố Khám Phá Efa Đối Với Các Nhân Tố Ảnh Hưởng Đến Sự Hài Lòng Của Khách Hàng



Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

CLHV2

6.74

2.257

.530

.720

CLHV3

6.64

2.161

.593

.651

CLHV4

6.71

1.941

.615

.623

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Các nhân tố ảnh hưởng đến sự hài lòng của khách hàng khu vực TPHCM đối với thẻ tín dụng của Ngân hàng TMCP Công Thương Việt Nam - 14


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

10.05

4.240

2.059

3


4. Thang đo chất lượng thiết bị (CLTB)


Case Processing Summary


N

%


Valid

377

100.0

Cases

Excludeda

0

.0


Total

377

100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha

N of Items

.674

4


Item Statistics


Mean

Std. Deviation

N

CLTB1

3.20

.934

377

CLTB2

3.52

.692

377

CLTB3

3.19

.938

377

CLTB4

3.09

.975

377



Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

CLTB1

9.80

3.809

.481

.590

CLTB2

9.48

4.734

.406

.643

CLTB3

9.81

3.753

.496

.579

CLTB4

9.91

3.760

.456

.610


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

13.00

6.436

2.537

4


5. Thang đo giao dịch chính xác (GDCX)


Case Processing Summary


N

%


Valid

377

100.0

Cases

Excludeda

0

.0


Total

377

100.0

a. Listwise deletion based on all variables in the procedure.


Reliability Statistics

Cronbach's Alpha

N of Items

.742

5


Item Statistics


Mean

Std. Deviation

N

GDCX1

3.79

.796

377

GDCX2

3.56

.734

377

GDCX3

3.52

.711

377

GDCX4

3.56

.777

377

GDCX5

3.58

.737

377


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

GDCX1

14.22

4.667

.478

.707

GDCX2

14.45

4.551

.592

.664

GDCX3

14.49

4.681

.572

.673

GDCX4

14.45

4.807

.451

.717

GDCX5

14.44

4.959

.440

.720


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

18.01

6.947

2.636

5


6. Thang đo giá cả (GC)

a-Đo lần 1 gồm 4 biến quan sát:


Case Processing Summary


N

%


Valid

377

100.0

Cases

Excludeda

0

.0


Total

377

100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha

N of Items

.569

4


Item Statistics


Mean

Std. Deviation

N

GC1

3.72

.710

377

GC2

4.01

.688

377

GC3

3.54

.703

377

GC4

3.67

.648

377


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

GC1

11.21

1.907

.453

.409

GC2

10.93

2.181

.317

.526

GC3

11.40

1.910

.461

.403

GC4

11.27

2.490

.190

.614


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

14.94

3.299

1.816

4


b-Đo lần 2 sau khi loại bỏ biến quan sát GC4:


Case Processing Summary


N

%


Valid

377

100.0

Cases

Excludeda

0

.0


Total

377

100.0

a. Listwise deletion based on all variables in the procedure.


Reliability Statistics

Cronbach's Alpha

N of Items

.614

3


Item Statistics


Mean

Std. Deviation

N

GC1

3.72

.710

377

GC2

4.01

.688

377

GC3

3.54

.703

377


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

GC1

7.55

1.233

.479

.431

GC2

7.27

1.424

.361

.600

GC3

7.73

1.304

.432

.502


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

11.27

2.490

1.578

3


7. Thang đo hình ảnh ngân hàng (HANH)

a- Đo lần 1 gồm 5 biến quan sát:


Case Processing Summary


N

%


Valid

377

100.0

Cases

Excludeda

0

.0


Total

377

100.0

a. Listwise deletion based on all variables in the procedure.


Reliability Statistics

Cronbach's Alpha

N of Items

.740

5

Item Statistics


Mean

Std. Deviation

N

HANH1

4.10

.609

377

HANH2

4.10

.657

377

HANH3

3.43

.741

377

HANH4

3.99

.724

377

HANH5

3.41

.690

377

Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

HANH1

14.92

4.029

.559

.678

HANH2

14.92

4.956

.129

.817

HANH3

15.59

3.258

.733

.596

HANH4

15.03

4.012

.424

.726

HANH5

15.61

3.392

.746

.597

Scale Statistics

Mean

Variance

Std. Deviation

N of Items

19.02

5.766

2.401

5


b- Đo lần 2 sau khi bỏ biến quan sát HANH2:


Case Processing Summary


N

%


Valid

377

100.0

Cases

Excludeda

0

.0


Total

377

100.0

a. Listwise deletion based on all variables in the procedure.


Reliability Statistics

Cronbach's Alpha

N of Items

.817

4


Item Statistics


Mean

Std. Deviation

N

HANH1

4.10

.609

377

HANH3

3.43

.741

377

HANH4

3.99

.724

377

HANH5

3.41

.690

377


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

HANH1

10.82

3.301

.581

.796

HANH3

11.49

2.554

.783

.695

HANH4

10.93

3.291

.435

.864

HANH5

11.51

2.687

.793

.694


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

14.92

4.956

2.226

4


PHỤ LỤC 05: KẾT QUẢ PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA‌

1.Kết quả phân tích nhân tố khám phá EFA đối với các nhân tố ảnh hưởng đến sự hài lòng của khách hàng


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.807

Approx. Chi-Square

2470.609

Bartlett's Test of Sphericity df

171

Sig.

.000


Communalities


Initial

Extraction

CLHV2

1.000

.559

CLHV3

1.000

.699

CLHV4

1.000

.699

CLTB1

1.000

.546

CLTB2

1.000

.444

CLTB3

1.000

.571

CLTB4

1.000

.505

GDCX1

1.000

.422

GDCX2

1.000

.617

GDCX3

1.000

.668

GDCX4

1.000

.410

GDCX5

1.000

.418

GC1

1.000

.632

GC2

1.000

.652

GC3

1.000

.551

HANH1

1.000

.610

HANH3

1.000

.831

HANH4

1.000

.380

HANH5

1.000

.842

Extraction Method: Principal Component Analysis.

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