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Các yếu tố ảnh hưởng đến chất lượng dịch vụ ngân hàng thương mại - 30


Thu nhập bình quân hàng tháng


Frequency

Percent

Valid Percent

Cumulative Percent


Dưới 5 triệu

42

4.6

4.6

4.6


Từ 5 triệu đến dưới 10 triệu

206

22.5

22.5

27.0

Valid

Từ 10 triệu đến 15 triệu

337

36.8

36.8

63.8


Trên 15 triệu

332

36.2

36.2

100.0


Total

917

100.0

100.0


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Các yếu tố ảnh hưởng đến chất lượng dịch vụ ngân hàng thương mại - 30


Nghề nghiệp


Frequency

Percent

Valid Percent

Cumulative Percent


Buôn bán kinh doanh

264

28.8

28.8

28.8


Cán bộ công nhân viên

320

34.9

34.9

63.7


Valid

Lao động phổ thông

158

17.2

17.2

80.9

Hưu trí

88

9.6

9.6

90.5


Khác

87

9.5

9.5

100.0


Total

917

100.0

100.0



Thời gian


Frequency

Percent

Valid Percent

Cumulative Percent


Từ 1 năm đến dưới 5 năm

47

5.1

5.1

5.1


Từ 5 năm đến dưới 10

năm

203

22.1

22.1

27.3

Valid

Từ 10 năm đến 15 năm

351

38.3

38.3

65.5


Trên 15 năm

316

34.5

34.5

100.0


Total

917

100.0

100.0



Descriptive Statistics


N

Minimum

Maximum

Mean

Std. Deviation

CBS1

917

1.00

5.00

3.4275

.93128

CBS2

917

1.00

5.00

3.3740

.94193

CBS3

917

1.00

5.00

3.3315

.96286

BSQ1

917

1.00

5.00

2.3293

.65128

BSQ2

917

1.00

5.00

2.4166

.66810

BSQ3

917

1.00

5.00

2.3730

.64785

BSQ4

917

1.00

5.00

2.4133

.68861


Descriptive Statistics


N

Minimum

Maximum

Mean

Std. Deviation

Res1

917

1.00

5.00

3.0720

.99521

Res2

917

1.00

5.00

3.0807

1.00002

Res3

917

1.00

5.00

3.1091

.97069

Res4

917

1.00

5.00

3.0687

1.01122

Tan1

917

1.00

5.00

3.3882

.88275

Tan2

917

1.00

5.00

3.5136

.97517

Tan3

917

1.00

5.00

3.3272

.99005

Tan4

917

1.00

5.00

3.3904

.91699

Com1

917

1.00

5.00

3.0436

.97471

Com2

917

1.00

5.00

3.0643

.98416

Com3

917

1.00

5.00

3.0949

.94658

Com4

917

1.00

5.00

3.0731

.97910

Rel1

917

1.00

5.00

3.0698

.97878

Rel2

917

1.00

5.00

3.0556

1.00227

Rel3

917

1.00

5.00

3.0971

.96351

Rel4

917

1.00

5.00

3.0949

.97722

Man1

917

1.00

5.00

3.0720

.99631

Man2

917

1.00

5.00

3.0763

1.00580

Man3

917

1.00

5.00

3.1069

.97206

Man4

917

1.00

5.00

3.0851

1.00943

Emp1

917

1.00

5.00

2.3555

.65092

Emp2

917

1.00

5.00

2.4406

.66577

Emp3

917

1.00

5.00

2.3959

.64688

Emp4

917

1.00

5.00

2.4667

.70883

Tec1

917

1.00

5.00

2.3588

.65331

Tec2

917

1.00

5.00

2.4275

.67263

Tec3

917

1.00

4.00

2.3915

.64447

Tec4

917

1.00

5.00

2.4406

.69935

Tec5

917

1.00

5.00

2.4504

.70941

Cri1

917

1.00

5.00

3.4002

.94506

Cri2

917

1.00

5.00

3.3381

.95602

Cri3

917

1.00

5.00

3.2824

.99224


Reliability Statistics

Cronbach's Alpha

N of Items

.966

4


Item Statistics


Mean

Std. Deviation

N

Rel1

3.0698

.97878

917

Rel2

3.0556

1.00227

917

Rel3

3.0971

.96351

917

Rel4

3.0949

.97722

917


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance

if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

Rel1

9.2475

7.885

.930

.951

Rel2

9.2617

7.964

.881

.965

Rel3

9.2203

8.072

.905

.958

Rel4

9.2225

7.830

.945

.946


Reliability Statistics

Cronbach's Alpha

N of Items

.883

4


Item Statistics


Mean

Std. Deviation

N

Emp1

2.3555

.65092

917

Emp2

2.4406

.66577

917

Emp3

2.3959

.64688

917

Emp4

2.4667

.70883

917


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

Emp1

7.3032

3.172

.732

.855

Emp2

7.2181

2.987

.809

.825

Emp3

7.2628

3.253

.695

.869

Emp4

7.1919

2.961

.750

.849


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

9.6587

5.293

2.30060

4


Reliability Statistics

Cronbach's Alpha

N of Items

.963

4


Item Statistics


Mean

Std. Deviation

N

Res1

3.0720

.99521

917

Res2

3.0807

1.00002

917

Res3

3.1091

.97069

917

Res4

3.0687

1.01122

917


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

Res1

9.2585

7.947

.942

.940

Res2

9.2497

8.220

.872

.961

Res3

9.2214

8.321

.885

.957

Res4

9.2617

7.910

.930

.944


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

12.3304

14.221

3.77114

4


Reliability Statistics

Cronbach's Alpha

N of Items

.956

4


Item Statistics


Mean

Std. Deviation

N

Com1

3.0436

.97471

917

Com2

3.0643

.98416

917

Com3

3.0949

.94658

917

Com4

3.0731

.97910

917


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item

Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

Com1

9.2323

7.517

.908

.937

Com2

9.2116

7.617

.872

.948

Com3

9.1810

7.779

.880

.945

Com4

9.2028

7.505

.906

.937


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

12.2759

13.322

3.64997

4


Reliability Statistics

Cronbach's Alpha

N of Items

.860

4


Item Statistics


Mean

Std. Deviation

N

Tan1

3.3882

.88275

917

Tan2

3.5136

.97517

917

Tan3

3.3272

.99005

917

Tan4

3.3904

.91699

917


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance

if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

Tan1

10.2312

6.049

.729

.813

Tan2

10.1058

5.699

.718

.816

Tan3

10.2923

5.917

.643

.848

Tan4

10.2290

5.878

.737

.808


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

13.6194

9.996

3.16162

4


Reliability Statistics

Cronbach's Alpha

N of Items

.952

3


Item Statistics


Mean

Std. Deviation

N

Cri1

3.4002

.94506

917

Cri2

3.3381

.95602

917

Cri3

3.2824

.99224

917


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

Cri1

6.6205

3.592

.880

.943

Cri2

6.6827

3.416

.936

.901

Cri3

6.7383

3.423

.880

.944


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

10.0207

7.638

2.76373

3


Reliability Statistics

Cronbach's Alpha

N of Items

.921

5


Item Statistics


Mean

Std. Deviation

N

Tec1

2.3588

.65331

917

Tec2

2.4275

.67263

917

Tec3

2.3915

.64447

917

Tec4

2.4406

.69935

917

Tec5

2.4504

.70941

917


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance

if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

Tec1

9.7099

6.007

.707

.920

Tec2

9.6412

5.628

.820

.899

Tec3

9.6772

6.035

.709

.920

Tec4

9.6281

5.354

.882

.886

Tec5

9.6183

5.354

.865

.889


Scale Statistics

Mean

Variance

Std. Deviation

N of Items

12.0687

8.697

2.94911

5


Reliability Statistics

Cronbach's Alpha

N of Items

.961

4


Item Statistics


Mean

Std. Deviation

N

Man1

3.0720

.99631

917

Man2

3.0763

1.00580

917

Man3

3.1069

.97206

917

Man4

3.0851

1.00943

917

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