Các yếu tố ảnh hưởng đến chất lượng dịch vụ ngân hàng thương mại - 28

Mean

Std. Deviation

N

Emp1

2.3294

.65820

465

Emp2

2.4314

.67843

465

Emp3

2.3778

.65505

465

Emp4

2.4366

.71280

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

Emp1

7.2458

3.201

.700

.845

Emp2

7.1438

2.966

.795

.807

Emp3

7.1974

3.292

.657

.861

Emp4

7.1386

2.939

.752

.825

Variance

Std. Deviation

N of Items

9.5752

5.284

2.29868

4

N of Items

.964

4

Mean

Std. Deviation

N

Res1

3.0706

.97896

465

Res2

3.0497

1.00007

465

Res3

3.0837

.96581

465

Res4

3.0667

.99843

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

Res1

9.2000

7.851

.952

.940

Res2

9.2209

8.086

.869

.964

Res3

9.1869

8.205

.884

.960

Res4

9.2039

7.807

.937

.944

Variance

Std. Deviation

N of Items

12.2706

14.030

3.74568

4

N of Items

.951

4

Mean

Std. Deviation

N

COM1

3.0314

.97833

465

COM2

3.0458

.99040

465

COM3

3.0824

.94607

465

COM4

3.0667

.98390

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

COM1

9.1948

7.474

.901

.929

COM2

9.1804

7.588

.858

.942

COM3

9.1438

7.780

.866

.940

COM4

9.1595

7.456

.898

.930

Variance

Std. Deviation

N of Items

12.2261

13.249

3.63985

4

N of Items

.857

4

Mean

Std. Deviation

N

Tan1

3.3843

.87206

465

Tan2

3.5059

.96076

465

Tan3

3.3242

.97320

465

Tan4

3.3686

.89358

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

Tan1

10.1987

5.769

.733

.806

Tan2

10.0771

5.498

.705

.816

Tan3

10.2588

5.697

.636

.847

Tan4

10.2144

5.663

.738

.803

Variance

Std. Deviation

N of Items

13.5830

9.599

3.09830

4

N of Items

.945

3

Mean

Std. Deviation

N

Cri1

3.4065

.94243

465

Cri2

3.3399

.95695

465

Cri3

3.2732

.99993

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

Cri1

6.6131

3.586

.869

.932

Cri2

6.6797

3.393

.927

.887

Cri3

6.7464

3.402

.861

.939

Variance

Std. Deviation

N of Items

10.0196

7.577

2.75261

3

N of Items

.910

5

Mean

Std. Deviation

N

Tec1

2.3359

.66184

465

Tec2

2.4183

.68658

465

Tec3

2.3752

.65255

465

Tec4

2.4288

.70652

465

Tec5

2.4405

.71862

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

Tec1

9.6627

5.996

.678

.908

Tec2

9.5804

5.574

.798

.884

Tec3

9.6235

6.068

.665

.910

Tec4

9.5699

5.306

.869

.868

Tec5

9.5582

5.305

.849

.872

Variance

Std. Deviation

N of Items

11.9987

8.632

2.93806

5

N of Items

.952

4

Mean

Std. Deviation

N

Man1

3.0418

.98859

465

Man2

3.0471

1.00020

465

Man3

3.0837

.96037

465

Man4

3.0575

1.00488

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

Man1

9.1882

7.703

.908

.929

Man2

9.1830

7.828

.864

.942

Man3

9.1464

8.065

.857

.944

Man4

9.1725

7.643

.902

.931

Variance

Std. Deviation

N of Items

12.2301

13.664

3.69652

4

N of Items

.946

3

Mean

Std. Deviation

N

CBS1

3.4157

.94607

465

CBS2

3.3516

.95748

465

CBS3

3.3007

.98074

465

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

CBS1

6.6523

3.533

.868

.937

CBS2

6.7163

3.345

.929

.890

CBS3

6.7673

3.412

.867

.938

Variance

Std. Deviation

N of Items

10.0680

7.516

2.74159

3

N of Items

.873

4