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Các nhân tố ảnh hưởng đến sự hài lòng về chất lượng dịch vụ của khách hàng sử dụng thẻ Epartner của Ngân hàng TMCP Công thương Việt Nam trên địa bàn thành phố Hồ Chí Minh - 12

Reliability Statistics

Cronbach's Alpha


N of Items

.836

4

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Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted


Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

TC1

11.65339

2.243

.625

.824

TC2

11.15538

2.452

.740

.760

TC3

11.39044

2.551

.693

.782

TC4

11.61355

2.718

.644

.804


Thang đo phục vụ:

Reliability Statistics

Cronbach's Alpha


N of Items

.874

5

Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted


Corrected Item- Total Correlation

Cronbach's

Alpha if Item Deleted

PV1

12.7729

7.040

.705

.847

PV2

12.7769

7.478

.603

.870

PV3

12.7211

7.194

.675

.854

PV4

12.9243

6.142

.782

.828

PV5

12.9801

6.268

.761

.833


Thang đo hữu hình


Reliability Statistics

Cronbach's Alpha


N of Items

.853

4

Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted


Corrected Item- Total Correlation

Cronbach's Alpha if Item

Deleted

HH1

9.0837

1.477

.668

.827

HH2

9.2829

1.140

.679

.840

HH3

9.1554

1.348

.735

.797

HH4

9.1594

1.399

.756

.793


Thang đo đảm bảo


Reliability Statistics

Cronbach's Alpha


N of Items

.759

5

Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted


Corrected Item- Total Correlation

Cronbach's

Alpha if Item Deleted

DB1

13.4741

3.954

.746

.644

DB2

13.2112

4.119

.653

.675

DB3

13.4781

3.739

.653

.666

DB4

13.5299

4.570

.383

.765

DB5

12.8725

4.624

.289

.805


Bỏ biến DB5 ( câu 18)

Reliability Statistics

Cronbach's Alpha


N of Items

.805

4

Item-Total Statistics


Scale Mean if Item Deleted


Scale Variance if Item Deleted


Corrected Item- Total Correlation

Cronbach's Alpha if Item

Deleted

DB1

9.7052

2.841

.664

.738

DB2

9.4422

2.720

.724

.710

DB3

9.7092

2.615

.597

.772

DB4

9.7610

2.903

.522

.804



Thang đo cảm thông

Reliability Statistics

Cronbach's Alpha


N of Items

.760

6

Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted


Corrected Item- Total Correlation

Cronbach's

Alpha if Item Deleted

CT1

18.7649

4.365

.635

.685

CT2

18.7012

6.546

.068

.814

CT3

19.0199

4.900

.556

.710

CT4

18.7211

4.458

.642

.683

CT5

18.7171

4.996

.635

.693

CT6

18.7450

5.415

.491

.729


Loại biến CT2 (câu 20)

Reliability Statistics

Cronbach's Alpha


N of Items

.814

5

Item-Total Statistics


Scale Mean if Item Deleted


Scale Variance if Item Deleted


Corrected Item- Total Correlation

Cronbach's

Alpha if Item Deleted

CT1

14.9323

3.887

.672

.757

CT3

15.1873

4.473

.564

.789

CT4

14.8884

4.028

.659

.760

CT5

14.8845

4.567

.644

.769

CT6

14.9124

4.968

.500

.806



2.Kết quả phân tích nhân tố EFA:

Phân tích EFA đối với biến độc lập


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.745

Bartlett's Test of Sphericity

Approx. Chi-Square

2.997E3


Df

231


Sig.

.000


Rotated Component Matrixa


Component

1

2

3

4

5

PV4

.866





PV5

.854



PV1

.819



PV3

.788



PV2

.733



CT1


.834


CT4


.788


CT5


.746


CT3


.651


CT6


.608


TC2



.848

TC1



.825

TC3



.741

TC4



.722




.872


.838

HH3

.843

HH2

.828

HH1

.811

DB2


DB3





.754

DB1





.745

DB4





.695

HH4

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

a. Rotation converged in 6 iterations.


Total Variance Explained


Compon ent


Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared Loadings


Total


% of Variance


Cumulative %


Total

% of Variance

Cumulati ve %


Total

% of Variance

Cumula tive %

1

4.929

22.403

22.403

4.929

22.403

22.403

3.378

15.354

15.354

2

3.665

16.661

39.064

3.665

16.661

39.064

3.244

14.746

30.099

3

2.592

11.782

50.846

2.592

11.782

50.846

2.893

13.150

43.249

4

2.063

9.376

60.222

2.063

9.376

60.222

2.850

12.957

56.206

5

1.733

7.879

68.101

1.733

7.879

68.101

2.617

11.894

68.101

6

.871

3.959

72.060







7

.766

3.482

75.543







8

.631

2.870

78.412







9

.604

2.746

81.158







10

.557

2.533

83.691







11

.510

2.316

86.007







.467

2.121

88.129







13

.408

1.853

89.981

14

.363

1.651

91.632

15

.348

1.583

93.215

16

.296

1.346

94.561

17

.268

1.219

95.780

18

.255

1.159

96.939

19

.218

.993

97.932

20

.192

.872

98.804

21

.154

.700

99.504

22

.109

.496

100.000


Extraction Method: Principal Component Analysis.







12


3. Hồi quy tuyến tính:


Model Summaryb


Model


R


R Square


Adjusted R Square

Std. Error of the Estimate

1

.805a

.649

.642

.26469

a. Predictors: (Constant), CT, HH, PV, TC, DB

b. Dependent Variable: SHL

ANOVAb


Model


Sum of Squares


df

Mean Square


F


Sig.

1

Regression


31.712


5


6.342

90.52

8


.000a


Residual

17.165

245

.070


Total

48.876

250


a. Predictors: (Constant), CT, HH, PV, TC, DB

b. Dependent Variable: SHL

Coefficientsa

Model


Unstandardized Coefficients

Standardiz ed Coefficient

s


t


Sig.


Collinearity Statistics


B

Std. Error


Beta

Toleranc e


VIF

1

(Constant)

.183

.218


.840

.402




TC

.317

.037

.368

8.633

.000

.791

1.265


PV

.123

.026

.180

4.680

.000

.973

1.027


HH

.123

.045

.105

2.738

.007

.970

1.031


DB

.237

.035

.288

6.747

.000

.788

1.268


CT

.316

.037

.366

8.605

.000

.793

1.260

a. Dependent Variable: SHL



4.Kiểm định phân phối chuẩn của phần dư:

000 793 1 260 a Dependent Variable SHL 4 Kiểm định phân phối chuẩn của phần dư 1

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