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Cải tiến chất lượng dịch vụ đối với khách hàng cá nhân tại Ngân hàng TMCP Ngoại thương Việt Nam – Chi nhánh Hồ Chí Minh - 12


Phụ lục 2.4: Độ tin cậy của Thang đo Sự Bảo đảm


Case Processing Summary


N

%


Valid

175

100.0

Cases

Excludeda

0

.0


Total

175

100.0

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Cải tiến chất lượng dịch vụ đối với khách hàng cá nhân tại Ngân hàng TMCP Ngoại thương Việt Nam – Chi nhánh Hồ Chí Minh - 12

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


Reliability Statistics

Cronbach's Alpha

N of Items

.738

4


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

BDAM1

9.67

3.522

.521

.685

BDAM2

9.72

3.490

.542

.672

BDAM3

9.75

3.819

.502

.695

BDAM4

9.72

3.617

.560

.663


Phụ lục 2.5: Độ tin cậy của Thang đo Sự Cảm thông


Case Processing Summary


N

%


Valid

175

100.0

Cases

Excludeda

0

.0


Total

175

100.0

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


Reliability Statistics

Cronbach's Alpha

N of Items

.789

3



Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total

Correlation

Cronbach's Alpha if Item

Deleted

CAM1

6.25

2.267

.611

.734

CAM2

6.28

2.145

.688

.650

CAM3

6.29

2.332

.592

.754


Phụ lục 2.6: Độ tin cậy của Thang đo Hình ảnh Doanh nghiệp


Case Processing Summary


N

%


Valid

175

100.0

Cases

Excludeda

0

.0


Total

175

100.0

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


Reliability Statistics

Cronbach's Alpha

N of Items

.829

6


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total

Correlation

Cronbach's Alpha if Item

Deleted

HADN1

16.02

9.396

.588

.803

HADN2

15.97

9.608

.581

.805

HADN3

16.03

9.338

.598

.801

HADN4

16.06

9.439

.567

.808

HADN5

16.07

9.455

.588

.803

HADN6

15.97

8.695

.668

.786


Phụ lục 2.7: Độ tin cậy của Mức độ Hài lòng


Case Processing Summary


N

%


Valid

175

100.0

Cases

Excludeda

0

.0


Total

175

100.0

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


Reliability Statistics

Cronbach's Alpha

N of Items

.834

3


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

HL1

6.58

1.739

.715

.749

HL2

6.60

1.655

.723

.742

HL3

6.36

2.025

.654

.810


PHỤ LỤC 3: Phân tích nhân tố lần thứ nhất (Đã loại biến HH4)


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.896

Approx. Chi-Square

2078.413

Bartlett's Test of Sphericity df

300

Sig.

.000

Communalities


Initial

Extraction

HH1

1.000

.692

HH2

1.000

.646

HH3

1.000

.607

TIN1

1.000

.499

TIN2

1.000

.648


TIN3

1.000

.602

TIN4

1.000

.667

TIN5

1.000

.570

HQPV1

1.000

.465

HQPV2

1.000

.556

HQPV3

1.000

.664

HQPV4

1.000

.488

BDAM1

1.000

.670

BDAM2

1.000

.523

BDAM3

1.000

.656

CAM1

1.000

.613

CAM2

1.000

.669

CAM3

1.000

.514

HADN1

1.000

.587

HADN2

1.000

.549

HADN3

1.000

.672

HADN4

1.000

.636

HADN5

1.000

.548

HADN6

1.000

.692

BDAM4

1.000

.463

Extraction Method: Principal Component Analysis.

Total Variance Explained

Componen t

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

9.490

37.959

37.959

9.490

37.959

37.959

3.774

15.095

15.095

2

1.825

7.299

45.257

1.825

7.299

45.257

3.737

14.949

30.044

3

1.407

5.626

50.883

1.407

5.626

50.883

2.690

10.762

40.806

4

1.129

4.516

55.400

1.129

4.516

55.400

2.537

10.150

50.955

5

1.046

4.186

59.585

1.046

4.186

59.585

2.158

8.630

59.585

6

.994

3.976

63.561







7

.857

3.430

66.991







8

.807

3.227

70.217







9

.776

3.105

73.322







10

.744

2.977

76.300







11

.679

2.715

79.015







12

.618

2.471

81.486







13

.562

2.247

83.734








14

.549

2.197

85.930







15

.479

1.916

87.847

16

.443

1.772

89.619

17

.384

1.536

91.155

18

.379

1.517

92.672

19

.341

1.363

94.034

20

.316

1.263

95.297

21

.285

1.139

96.436

22

.266

1.064

97.501

23

.225

.902

98.402

24

.209

.838

99.240

25

.190

.760

100.000

Extraction Method: Principal Component Analysis.

Component Matrixa


Component

1

2

3

4

5

HADN6

.739




-.433


-.493

CAM1

.729



CAM2

.701



BDAM3

.685



HADN5

.677



CAM3

.664



BDAM4

.646



HADN4

.626



TIN2

.622

-.477


TIN1

.622



BDAM2

.622



HQPV3

.617



HQPV1

.614



HADN3

.610



HADN1

.609



TIN4

.604


.490

BDAM1

.587



HQPV2

.577



TIN3

.575

-.448


HADN2

.562



HQPV4

.556



TIN5

.547


.476

HH2

.538



HH1

.532




HH3 .458 .485

Extraction Method: Principal Component Analysis.

a. 5 components extracted.

Rotated Component Matrixa


Component

1

2

3

4

5

TIN2

.736





HQPV3

.710





TIN3

.667





HQPV4

.620





TIN1

.578





HQPV2

.568





TIN4

.522





CAM2


.736




HADN4


.717




CAM1


.610




CAM3


.581




HQPV1


.557




HADN5


.539




BDAM1



.761



HADN6



.620



HADN2



.516



BDAM2



.508



BDAM4



.423



HH1




.754


HH2




.743


HH3




.663


TIN5




.472


HADN3





.691

BDAM3





.596

HADN1





.547

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

a. Rotation converged in 8 iterations.


Component Transformation Matrix

Component

1

2

3

4

5

1

.524

.557

.427

.363

.318

2

-.708

-.121

.354

.497

.335

3

.130

-.097

-.146

.715

-.664


4

.455

-.807

.138

.136

.324

5

.020

.122

-.808

.303

.490

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


PHỤ LỤC 4: Hê ̣ số tương quan Pearson


Correlations


F

F1

F2

F3

F4

F5


Pearson Correlation

1

.664**

.742**

.726**

.628**

.676**

F

Sig. (2-tailed)


.000

.000

.000

.000

.000


N

175

175

175

175

175

175


Pearson Correlation

.664**

1

.674**

.564**

.483**

.524**

F1

Sig. (2-tailed)

.000


.000

.000

.000

.000


N

175

175

175

175

175

175


Pearson Correlation

.742**

.674**

1

.682**

.544**

.618**

F2

Sig. (2-tailed)

.000

.000


.000

.000

.000


N

175

175

175

175

175

175


Pearson Correlation

.726**

.564**

.682**

1

.511**

.638**

F3

Sig. (2-tailed)

.000

.000

.000


.000

.000


N

175

175

175

175

175

175


Pearson Correlation

.628**

.483**

.544**

.511**

1

.487**

F4

Sig. (2-tailed)

.000

.000

.000

.000


.000


N

175

175

175

175

175

175


Pearson Correlation

.676**

.524**

.618**

.638**

.487**

1

F5

Sig. (2-tailed)

.000

.000

.000

.000

.000



N

175

175

175

175

175

175

**. Correlation is significant at the 0.01 level (2-tailed).


PHỤ LỤC 5: Kiểm định Đa cộng tuyến


Coefficientsa

Model

Unstandardized Coefficients

Standardized Coefficients

t

Sig.

Collinearity Statistics

B

Std. Error

Beta

Tolerance

VIF

1

(Constant)

-.361

.189


-1.911

.058





F1

.198

.065

.174

3.040

.003

.508

1.968

F2

.241

.069

.231

3.479

.001

.377

2.654

F3

.251

.062

.250

4.069

.000

.442

2.264

F4

.240

.061

.200

3.923

.000

.639

1.565

F5

.182

.056

.185

3.239

.001

.511

1.956

a. Dependent Variable: F


PHỤ LỤC 6: Kết qua ̉ phân tích hồi quy

Variables Entered/Removeda

Model

Variables Entered

Variables Removed

Method


1

F5, F4, F1, F3,

F2b


.


Enter


a. Dependent Variable: F

b. All requested variables entered.


Model Summaryb

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

Durbin-Watson

1

.848a

.719

.711

.34737

1.837


a. Predictors: (Constant), F5, F4, F1, F3, F2

b. Dependent Variable: F


ANOVAa

Model

Sum of Squares

df

Mean Square

F

Sig.


Regression

52.147

5

10.429

86.434

.000b

1

Residual

20.392

169

.121


Total

72.540

174



a. Dependent Variable: F

b. Predictors: (Constant), F5, F4, F1, F3, F2


Coefficientsa

Model

Unstandardized Coefficients

Standardized Coefficients

t

Sig.

Collinearity Statistics

B

Std. Error

Beta

Tolerance

VIF


1

(Constant)

-.361

.189


-1.911

.058



F1

.198

.065

.174

3.040

.003

.508

1.968

F2

.241

.069

.231

3.479

.001

.377

2.654

F3

.251

.062

.250

4.069

.000

.442

2.264

F4

.240

.061

.200

3.923

.000

.639

1.565

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