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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 - 15



Total Variance Explained

Component

Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared Loadings

Total

% of

Variance

Cumulative

%

Total

% of

Variance

Cumulative

%

Total

% of

Variance

Cumulative

%

1

5.031

26.481

26.481

5.031

26.481

26.481

2.658

13.990

13.990

2

2.166

11.402

37.883

2.166

11.402

37.883

2.637

13.877

27.866

3

1.627

8.564

46.447

1.627

8.564

46.447

2.057

10.825

38.692

4

1.182

6.223

52.669

1.182

6.223

52.669

2.020

10.629

49.321

5

1.048

5.515

58.184

1.048

5.515

58.184

1.684

8.863

58.184

6

.879

4.627

62.811







7

.827

4.350

67.162







8

.775

4.076

71.238







9

.748

3.937

75.175







10

.655

3.445

78.621







11

.615

3.239

81.860







12

.613

3.225

85.085







13

.570

3.002

88.087







14

.514

2.706

90.793







15

.494

2.602

93.395







16

.450

2.370

95.765







17

.433

2.277

98.042







18

.311

1.635

99.676







19

.062

.324

100.000







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Extraction Method: Principal Component Analysis.


Component Matrixa


Component

1

2

3

4

5

HANH3

.768

.134

-.385

.158

.224

HANH5

.737

.142

-.410

.205

.263

CLHV2

.650

.023

-.095

-.008

-.355

CLHV4

.635

.185

-.124

.017

-.495

CLHV3

.628

.117

-.061

-.019

-.535

GDCX2

.628

-.193

.188

-.357

.153

GDCX1

.572

-.169

.154

-.179

.098


GDCX5

.558

-.091

.206

-.228

.061

HANH4

.556

.096

-.105

.106

.199

HANH1

.551

.197

-.454

.121

.215

GDCX3

.542

-.273

.232

-.479

.127

GDCX4

.509

-.119

.239

-.223

.172

GC3

.485

-.204

.392

.313

-.150

CLTB3

.057

.702

.226

.041

.151

CLTB4

.081

.665

.231

.025

.045

CLTB1

.094

.646

.339

-.066

.023

CLTB2

.043

.557

.362

-.032

-.005

GC2

.172

-.281

.442

.547

.221

GC1

.439

-.294

.391

.439

-.080

Extraction Method: Principal Component Analysis.

a. 5 components extracted.


Rotated Component Matrixa


Component

1

2

3

4

5

HANH5

.873

.183

.009

.199

.081

HANH3

.844

.232

.012

.244

.071

HANH1

.756

.083

.022

.163

-.072

HANH4

.525

.247

.090

.124

.143

GDCX3

.039

.806

-.084

.097

.012

GDCX2

.179

.750

-.027

.131

.076

GDCX4

.143

.601

.054

.059

.148

GDCX5

.147

.585

.057

.186

.127

GDCX1

.199

.574

-.032

.158

.163

CLTB3

.129

-.057

.740

-.046

-.035

CLTB1

-.014

.055

.734

.062

-.027

CLTB4

.081

-.048

.702

.051

-.030

CLTB2

-.078

.029

.659

.048

.023

CLHV3

.185

.194

.065

.786

.070

CLHV4

.268

.144

.100

.771

.043

CLHV2

.280

.258

-.015

.635

.098

GC2

.048

.054

-.021

-.194

.780

GC1

.065

.188

-.067

.199

.740

GC3

.041

.252

.011

.292

.632


Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

a. Rotation converged in 5 iterations.


Component Transformation Matrix

Component

1

2

3

4

5

1

.584

.588

.064

.488

.267

2

.210

-.266

.884

.118

-.300

3

-.576

.369

.454

-.121

.558

4

.298

-.620

-.011

-.004

.725

5

.441

.250

.094

-.856

.028

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.


2. Kết quả phân tích nhân tố khám phá EFA đối với thang đo sự hài lòng của khách hàng


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.745

Approx. Chi-Square

1492.652

Bartlett's Test of Sphericity df

6

Sig.

.000


Communalities


Initial

Extraction

HL1

1.000

.573

HL2

1.000

.900

HL3

1.000

.706

HL4

1.000

.941

Extraction Method: Principal Component Analysis.


Total Variance Explained

Component

Initial

Eigenvalues

Extraction Sums of Squared Loadings

Total

% of Variance

Cumulative %

Total

% of Variance

Cumulative %

1

3.121

78.015

78.015

3.121

78.015

78.015

2

.566

14.155

92.170




3

.275

6.882

99.052




4

.038

.948

100.000




Extraction Method: Principal Component Analysis.


Component Matrixa


Component

1

HL4

.970

HL2

.949

HL3

.840

HL1

.757

Extraction Method: Principal Component Analysis.

a. 1 components extracted.


Rotated Component Matrixa

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


PHỤ LỤC 06: KẾT QUẢ PHÂN TÍCH HỒI QUY‌


Descriptive Statistics


Mean

Std. Deviation

N

SHL

3.4092

.58221

377

F1_CLHV

3.3484

.68637

377

F2_CLTB

3.2500

.63424

377

F3_GDCX

3.6021

.52713

377

F4_GC

3.7569

.52604

377

F5_HANH

3.7301

.55658

377

Correlations


SHL

F1_ CLHV

F2_ CLTB

F3_ GDCX

F4_ GC

F5_ HANH


SHL

1.000

.426

.257

.438

.358

.338


F1_CLHV

.426

1.000

.108

.466

.261

.537

Pearson Correlatio

n

F2_CLTB F3_GDCX

.257

.438

.108

.466

1.000

-.006

-.006

1.000

-.050

.384

.088

.452


F4_GC

.358

.261

-.050

.384

1.000

.217


F5_HANH

.338

.537

.088

.452

.217

1.000


SHL

.

.000

.000

.000

.000

.000


F1_CLHV

.000

.

.018

.000

.000

.000

Sig. (1-

F2_CLTB

.000

.018

.

.454

.164

.044

tailed)

F3_GDCX

.000

.000

.454

.

.000

.000


F4_GC

.000

.000

.164

.000

.

.000


F5_HANH

.000

.000

.044

.000

.000

.


SHL

377

377

377

377

377

377


F1_CLHV

377

377

377

377

377

377


N

F2_CLTB

F3_GDCX

377

377

377

377

377

377

377

377

377

377

377

377


F4_GC

377

377

377

377

377

377


F5_HANH

377

377

377

377

377

377



Variables Entered/Removeda

Model

Variables Entered

Variables Removed

Method


1

F5_HANH, F2_CLTB, F4_GC, F3_GDCX,

F1_CLHVb


.


Enter

a. Dependent Variable: SHL

b. All requested variables entered.

Model Summaryb

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

Durbin-Watson

1

.590a

.348

.339

.47332

2.016

a. Predictors: (Constant), F5_HANH, F2_CLTB, F4_GC, F3_GDCX, F1_CLHV

b. Dependent Variable: SHL


ANOVAa

Model

Sum of Squares

df

Mean Square

F

Sig.


Regression

44.337

5

8.867

39.582

.000b

1

Residual

83.114

371

.224




Total

127.451

376




a. Dependent Variable: SHL

b. Predictors: (Constant), F5_HANH, F2_CLTB, F4_GC, F3_GDCX, F1_CLHV



Coefficientsa

Model

Unstandardized Coefficients

Standardized Coefficients

t

Sig.

Correlations

Collinearity

Statistics

B

Std.

Error

Beta

Zero-

order

Partial

Part

Tolerance

VIF


(Constant)

.064

.258


.249

.804







F1_CLHV

.174

.045

.205

3.900

.000

.426

.198

.164

.638

1.568


1

F2_CLTB

F3_GDCX

.223

.263

.039

.057

.242

.238

5.716

4.612

.000

.000

.257

.438

.285

.233

.240

.193

.977

.661

1.024

1.513


F4_GC

.236

.051

.213

4.664

.000

.358

.235

.196

.840

1.191


F5_HANH

.055

.054

.053

1.024

.306

.338

.053

.043

.658

1.521

a. Dependent Variable: SHL


Collinearity Diagnosticsa

Model

Dimension

Eigenvalue

Condition Index

Variance Proportions

(Constant)

F1_ CLHV

F2_ CLTB

F3_ GDCX

F4_ GC

F5_ HANH


1

5.905

1.000

.00

.00

.00

.00

.00

.00


2

.039

12.298

.00

.10

.66

.02

.01

.01


1

3

4

.025

.013

15.451

21.012

.03

.01

.50

.33

.08

.02

.02

.04

.21

.32

.01

.54


5

.011

23.560

.02

.00

.03

.88

.14

.27


6

.007

29.639

.95

.06

.21

.03

.32

.17

a. Dependent Variable: SHL


Residuals Statisticsa


Minimum

Maximum

Mean

Std. Deviation

N

Predicted Value

2.2911

4.4328

3.4092

.34339

377

Residual

-1.18156

1.84422

.00000

.47016

377

Std. Predicted Value

-3.256

2.981

.000

1.000

377

Std. Residual

-2.496

3.896

.000

.993

377

a. Dependent Variable: SHL


3 256 2 981 000 1 000 377 Std Residual 2 496 3 896 000 993 377 a Dependent Variable SHL 1


3 256 2 981 000 1 000 377 Std Residual 2 496 3 896 000 993 377 a Dependent Variable SHL 2

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