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Đánh giá chất lượng dịch vụ ngân hàng bán lẻ tại chi nhánh ngân hàng nông nghiệp và phát triển nông thôn thị xã hương trà - 9


3.4. Tin tưởng và đồng cảm Reliability Statistics


Cronbach's Alpha

N of Items

.757

4

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Đánh giá chất lượng dịch vụ ngân hàng bán lẻ tại chi nhánh ngân hàng nông nghiệp và phát triển nông thôn thị xã hương trà - 9


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

moi giao dich duoc thuc hien chinh

xac


15.6000


6.304


.549


.706

co nhieu dich vu phu hop nhu cau

16.2000

5.231

.591

.682

thay an toan khi su sung dich vu

15.5077

6.252

.573

.695

duoc tu van nhung loi khuyen co loi

16.1308

5.634

.528

.718


3.5. Tiếp cận thông tin Reliability Statistics

Cronbach's Alpha

N of Items

.755

2


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

duoc cung cap day du thong tin truoc khi giao dich

duoc tu van viec chon hinh thuc giao dich


4.8231


4.8308


.999


.948


.606


.606

.a


.a

a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.

3.6. Thủ tục giao dịch Reliability Statistics

Cronbach's Alpha

N of Items

.727

2


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

thu tuc giao dich don gian ro rang

thoi gian giao dich nhanh chong

5.0308

5.1538

1.363

1.309

.571

.571

.a

.a

a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.

Cronbach's Alpha

N of Items

.676

3

3.7. Hài lòng chung Reliability Statistics


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

hai long ve chat luong dich vu

10.8308

2.405

.428

.658

cac dich vu dap ung duoc nhu cau

cua toi


11.0385


1.960


.535


.519

se tiep tuc su dung dich vu

10.5923

2.398

.514

.556


4. Kiểm định phân phối chuẩn

One-Sample Kolmogorov-Smirnov Test



REGR factor score 1 for

analysis 1

REGR factor score 2 for

analysis 1

REGR factor score 3 for

analysis 1

REGR factor score 4 for

analysis 1

REGR factor score 5 for

analysis 1

REGR factor score 6 for

analysis 1

REGR factor score 1 for

analysis 2

N

130

130

130

130

130

130

130

Normal Mean

.0000000

.0000000

.0000000

.0000000

.0000000

.0000000

.0000000

Parametersa Std.

Deviation


1.00000000


1.00000000


1.00000000


1.00000000


1.00000000


1.00000000


1.00000000

Most Absolute

.071

.064

.085

.071

.068

.050

.098

Extreme Positive

.031

.064

.041

.038

.068

.041

.075

Differences

Negative

-.071

-.048

-.085

-.071

-.067

-.050

-.098

Kolmogorov-Smirnov Z

.809

.728

.965

.807

.774

.570

1.112

Asymp. Sig. (2-tailed)

.529

.665

.310

.533

.587

.901

.168

a. Test distribution is Normal.


5. Kiểm định Independent Sample T test và One-way ANOVA

5.1. Giới tính

Independent Samples Test



Levene's Test Equality of Variances

for


t-test for Equality of Means


F


Sig.


t


df


Sig. (2-

tailed)


Mean Difference


Std. Error Difference

95% Confidence Interval of the Difference

Lower

Upper

REGR factor

score 1 for

Equal variances

assumed

.042

.838

.920

128

.359

.16245374

.17654261

-.18686597

.51177345

analysis 1

Equal variances not assumed




.924


124.167


.357


.16245374


.17572571


-.18535204


.51025952

REGR factor

score 2 for

Equal variances

assumed


.002


.965


-.726


128


.469


-.12838791


.17676169


-.47814112


.22136530

analysis 1

Equal variances not assumed




-.729


123.606


.468


-.12838791


.17618880


-.47712583


.22035002

REGR factor

score 3 for

Equal variances

assumed


.248


.619


.562


128


.575


.09941389


.17690749


-.25062781


.44945559

analysis 1

Equal variances not assumed




.557


117.661


.578


.09941389


.17843427


-.25394509


.45277288

REGR factor

score 4 for

Equal variances

assumed


.757


.386


.733


128


.465


.12964403


.17675453


-.22009500


.47938307

analysis 1

Equal variances not assumed




.726


117.053


.469


.12964403


.17846581


-.22379647


.48308454

REGR factor

score 5 for

Equal variances

assumed


.268


.605

-

1.001


128


.319


-.17668896


.17643575


-.52579725


.17241932

analysis 1

Equal variances not assumed




-.996


119.265


.321


-.17668896


.17745067


-.52805099


.17467306

REGR factor

score 6 for

Equal variances

assumed


3.548


.062


-.520


128


.604


-.09201515


.17693877


-.44211873


.25808842

analysis 1

Equal variances not assumed




-.506


104.901


.614


-.09201515


.18199239


-.45287643


.26884612

REGR factor

score 1 for

Equal variances

assumed


.225


.636


.253


128


.801


.04482262


.17708127


-.30556294


.39520817

analysis 2

Equal variances not assumed




.251


117.256


.802


.04482262


.17873401


-.30914266


.39878789


5.2. Độ tuổi

Test of Homogeneity of Variances



Levene Statistic

df1

df2

Sig.

REGR factor score 1 for analysis 1

.415

3

126

.742

REGR factor score 2 for analysis 1

.124

3

126

.946

REGR factor score 3 for analysis 1

1.132

3

126

.339

REGR factor score 4 for analysis 1

.364

3

126

.779

REGR factor score 5 for analysis 1

2.225

3

126

.089

REGR factor score 6 for analysis 1

.649

3

126

.585

REGR factor score 1 for analysis 2

2.038

3

126

.112


ANOVA



Sum of Squares

df

Mean Square

F

Sig.

REGR factor score 1 for analysis 1 Between Groups

.728

3

.243

.238

.869

Within Groups

128.272

126

1.018



Total

129.000

129




REGR factor score 2 for analysis 1 Between Groups

8.490

3

2.830

2.959

.035

Within Groups

120.510

126

.956



Total

129.000

129




REGR factor score 3 for analysis 1 Between Groups

.117

3

.039

.038

.990

Within Groups

128.883

126

1.023



Total

129.000

129




REGR factor score 4 for analysis 1 Between Groups

2.337

3

.779

.775

.510

Within Groups

126.663

126

1.005



Total

129.000

129




REGR factor score 5 for analysis 1 Between Groups

2.397

3

.799

.795

.499

Within Groups

126.603

126

1.005



Total

129.000

129




REGR factor score 6 for analysis 1 Between Groups

4.397

3

1.466

1.482

.223

Within Groups

124.603

126

.989



Total

129.000

129




REGR factor score 1 for analysis 2 Between Groups

4.313

3

1.438

1.453

.231

Within Groups

124.687

126

.990



Total

129.000

129





5.3. Nghề nghiệp


Test of Homogeneity of Variances



Levene Statistic

df1

df2

Sig.

REGR factor score 1 for analysis 1

1.102

6

123

.365

REGR factor score 2 for analysis 1

.777

6

123

.589

REGR factor score 3 for analysis 1

1.333

6

123

.247

REGR factor score 4 for analysis 1

1.405

6

123

.218

REGR factor score 5 for analysis 1

1.572

6

123

.161

REGR factor score 6 for analysis 1

.095

6

123

.997

REGR factor score 1 for analysis 2

.914

6

123

.487


ANOVA



Sum of Squares

df

Mean Square

F

Sig.

REGR factor score 1 for analysis 1 Between Groups

2.059

6

.343

.333

.919

Within Groups

126.941

123

1.032



Total

129.000

129




REGR factor score 2 for analysis 1 Between Groups

1.987

6

.331

.321

.925

Within Groups

127.013

123

1.033



Total

129.000

129




REGR factor score 3 for analysis 1 Between Groups

7.750

6

1.292

1.310

.258

Within Groups

121.250

123

.986



Total

129.000

129




REGR factor score 4 for analysis 1 Between Groups

8.076

6

1.346

1.369

.232

Within Groups

120.924

123

.983



Total

129.000

129




REGR factor score 5 for analysis 1 Between Groups

5.043

6

.841

.834

.546

Within Groups

123.957

123

1.008



Total

129.000

129




REGR factor score 6 for analysis 1 Between Groups

1.771

6

.295

.285

.943

Within Groups

127.229

123

1.034



Total

129.000

129




REGR factor score 1 for analysis 2 Between Groups

4.791

6

.799

.791

.579

Within Groups

124.209

123

1.010



Total

129.000

129





5.4. Thu nhập

Test of Homogeneity of Variances



Levene Statistic

df1

df2

Sig.

REGR factor score 1 for analysis 1

1.826

4

125

.128

REGR factor score 2 for analysis 1

.763

4

125

.551

REGR factor score 3 for analysis 1

1.228

4

125

.302

REGR factor score 4 for analysis 1

.503

4

125

.734

REGR factor score 5 for analysis 1

1.361

4

125

.251

REGR factor score 6 for analysis 1

.187

4

125

.945

REGR factor score 1 for analysis 2

.699

4

125

.594


ANOVA



Sum of Squares

df

Mean Square

F

Sig.

REGR factor score 1 for analysis 1 Between Groups

10.826

4

2.706

2.863

.026

Within Groups

118.174

125

.945



Total

129.000

129




REGR factor score 2 for analysis 1 Between Groups

8.349

4

2.087

2.162

.077

Within Groups

120.651

125

.965



Total

129.000

129




REGR factor score 3 for analysis 1 Between Groups

6.810

4

1.703

1.742

.145

Within Groups

122.190

125

.978



Total

129.000

129




REGR factor score 4 for analysis 1 Between Groups

2.066

4

.516

.509

.730

Within Groups

126.934

125

1.015



Total

129.000

129




REGR factor score 5 for analysis 1 Between Groups

4.505

4

1.126

1.131

.345

Within Groups

124.495

125

.996



Total

129.000

129




REGR factor score 6 for analysis 1 Between Groups

5.838

4

1.460

1.481

.212

Within Groups

123.162

125

.985



Total

129.000

129




REGR factor score 1 for analysis 2 Between Groups

3.328

4

.832

.827

.510

Within Groups

125.672

125

1.005



Total

129.000

129





5.5. Trình độ học vấn

Test of Homogeneity of Variances



Levene Statistic

df1

df2

Sig.

REGR factor score 1 for analysis 1

1.583

3

126

.197

REGR factor score 2 for analysis 1

.561

3

126

.642

REGR factor score 3 for analysis 1

.950

3

126

.419

REGR factor score 4 for analysis 1

1.740

3

126

.162

REGR factor score 5 for analysis 1

.483

3

126

.695

REGR factor score 6 for analysis 1

1.197

3

126

.314

REGR factor score 1 for analysis 2

2.415

3

126

.070


ANOVA



Sum of Squares

df

Mean Square

F

Sig.

REGR factor score 1 for analysis 1 Between Groups

4.386

3

1.462

1.478

.224

Within Groups

124.614

126

.989



Total

129.000

129




REGR factor score 2 for analysis 1 Between Groups

3.751

3

1.250

1.258

.292

Within Groups

125.249

126

.994



Total

129.000

129




REGR factor score 3 for analysis 1 Between Groups

5.118

3

1.706

1.735

.163

Within Groups

123.882

126

.983



Total

129.000

129




REGR factor score 4 for analysis 1 Between Groups

8.318

3

2.773

2.895

.038

Within Groups

120.682

126

.958



Total

129.000

129




REGR factor score 5 for analysis 1 Between Groups

1.656

3

.552

.546

.652

Within Groups

127.344

126

1.011



Total

129.000

129




REGR factor score 6 for analysis 1 Between Groups

1.383

3

.461

.455

.714

Within Groups

127.617

126

1.013



Total

129.000

129




REGR factor score 1 for analysis 2 Between Groups

3.038

3

1.013

1.013

.389

Within Groups

125.962

126

1.000



Total

129.000

129





6. Hồi quy

6.1. Ma trận tương quan giữa cac thành phần chất lượng dịch vụ với sự hài lòng

Correlations



REGR factor score 1 for

analysis 1

REGR factor score 2 for

analysis 1

REGR factor score 3 for

analysis 1

REGR factor score 4 for

analysis 1

REGR factor score 5 for

analysis 1

REGR factor score 6 for

analysis 1

REGR factor score 1 for

analysis 2

REGR factor

score 1 for

Pearson

Correlation


1


.000


.000


.000


.000


.000

.335**

analysis 1

Sig. (2-

tailed)



1.000


1.000


1.000


1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 2 for

Pearson

Correlation


.000


1


.000


.000


.000


.000

.404**

analysis 1

Sig. (2-

tailed)


1.000



1.000


1.000


1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 3 for

Pearson

Correlation


.000


.000


1


.000


.000


.000


.107

analysis 1

Sig. (2-

tailed)


1.000


1.000



1.000


1.000


1.000


.225


N

130

130

130

130

130

130

130

REGR factor

score 4 for

Pearson

Correlation


.000


.000


.000


1


.000


.000

.309**

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000



1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 5 for

Pearson

Correlation


.000


.000


.000


.000


1


.000

.191*

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000


1.000



1.000


.030


N

130

130

130

130

130

130

130

REGR factor

score 6 for

Pearson

Correlation


.000


.000


.000


.000


.000


1

.230**

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000


1.000


1.000



.009


N

130

130

130

130

130

130

130

REGR factor

score 1 for

Pearson

Correlation

.335**

.404**


.107

.309**

.191*

.230**


1

analysis 2

Sig. (2-

tailed)


.000


.000


.225


.000


.030


.009



N

130

130

130

130

130

130

130



REGR factor score 1 for

analysis 1

REGR factor score 2 for

analysis 1

REGR factor score 3 for

analysis 1

REGR factor score 4 for

analysis 1

REGR factor score 5 for

analysis 1

REGR factor score 6 for

analysis 1

REGR factor score 1 for

analysis 2

REGR factor

score 1 for

Pearson

Correlation


1


.000


.000


.000


.000


.000

.335**

analysis 1

Sig. (2-

tailed)



1.000


1.000


1.000


1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 2 for

Pearson

Correlation


.000


1


.000


.000


.000


.000

.404**

analysis 1

Sig. (2-

tailed)


1.000



1.000


1.000


1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 3 for

Pearson

Correlation


.000


.000


1


.000


.000


.000


.107

analysis 1

Sig. (2-

tailed)


1.000


1.000



1.000


1.000


1.000


.225


N

130

130

130

130

130

130

130

REGR factor

score 4 for

Pearson

Correlation


.000


.000


.000


1


.000


.000

.309**

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000



1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 5 for

Pearson

Correlation


.000


.000


.000


.000


1


.000

.191*

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000


1.000



1.000


.030


N

130

130

130

130

130

130

130

REGR factor

score 6 for

Pearson

Correlation


.000


.000


.000


.000


.000


1

.230**

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000


1.000


1.000



.009


N

130

130

130

130

130

130

130

REGR factor

score 1 for

Pearson

Correlation

.335**

.404**


.107

.309**

.191*

.230**


1

analysis 2

Sig. (2-

tailed)


.000


.000


.225


.000


.030


.009



N

130

130

130

130

130

130

130

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



REGR factor score 1 for

analysis 1

REGR factor score 2 for

analysis 1

REGR factor score 3 for

analysis 1

REGR factor score 4 for

analysis 1

REGR factor score 5 for

analysis 1

REGR factor score 6 for

analysis 1

REGR factor score 1 for

analysis 2

REGR factor

score 1 for

Pearson

Correlation


1


.000


.000


.000


.000


.000

.335**

analysis 1

Sig. (2-

tailed)



1.000


1.000


1.000


1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 2 for

Pearson

Correlation


.000


1


.000


.000


.000


.000

.404**

analysis 1

Sig. (2-

tailed)


1.000



1.000


1.000


1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 3 for

Pearson

Correlation


.000


.000


1


.000


.000


.000


.107

analysis 1

Sig. (2-

tailed)


1.000


1.000



1.000


1.000


1.000


.225


N

130

130

130

130

130

130

130

REGR factor

score 4 for

Pearson

Correlation


.000


.000


.000


1


.000


.000

.309**

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000



1.000


1.000


.000


N

130

130

130

130

130

130

130

REGR factor

score 5 for

Pearson

Correlation


.000


.000


.000


.000


1


.000

.191*

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000


1.000



1.000


.030


N

130

130

130

130

130

130

130

REGR factor

score 6 for

Pearson

Correlation


.000


.000


.000


.000


.000


1

.230**

analysis 1

Sig. (2-

tailed)


1.000


1.000


1.000


1.000


1.000



.009


N

130

130

130

130

130

130

130

REGR factor

score 1 for

Pearson

Correlation

.335**

.404**


.107

.309**

.191*

.230**


1

analysis 2

Sig. (2-

tailed)


.000


.000


.225


.000


.030


.009



N

130

130

130

130

130

130

130

*. Correlation is significant at the 0.05 level (2-tailed).


6.2. Kết quả hồi quy

Model Summaryf



Model


R


R Square


Adjusted R Square

Std. Error of the Estimate


Durbin-Watson

1

.404a

.163

.157

.91818372


2

.525b

.276

.264

.85762392


3

.610c

.372

.357

.80209846


4

.651d

.424

.406

.77078150


5

.679e

.461

.439

.74908706

1.872

a. Predictors: (Constant), REGR factor score 2 for analysis 1

b. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1

c. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1, REGR factor score 4 for analysis 1

d. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1, REGR factor score 4 for analysis 1, REGR factor score 6 for analysis 1

e. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1, REGR factor score 4 for analysis 1, REGR factor score 6 for analysis 1, REGR factor score 5 for analysis 1

f. Dependent Variable: REGR factor score 1 for analysis 2



ANOVAf


Model

Sum of Squares

df

Mean Square

F

Sig.

1

Regression

21.088

1

21.088

25.014

.000a


Residual

107.912

128

.843




Total

129.000

129




2

Regression

35.589

2

17.795

24.193

.000b


Residual

93.411

127

.736




Total

129.000

129




3

Regression

47.936

3

15.979

24.836

.000c


Residual

81.064

126

.643




Total

129.000

129




4

Regression

54.737

4

13.684

23.033

.000d


Residual

74.263

125

.594




Total

129.000

129




5

Regression

59.420

5

11.884

21.179

.000e


Residual

69.580

124

.561




Total

129.000

129




a. Predictors: (Constant), REGR factor score 2 for analysis 1

b. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1


c. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1, REGR factor score 4 for analysis 1

d. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1, REGR factor score 4 for analysis 1, REGR factor score 6 for analysis 1

e. Predictors: (Constant), REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1, REGR factor score 4 for analysis 1, REGR factor score 6 for analysis 1, REGR factor score 5 for analysis 1

f. Dependent Variable: REGR factor score 1 for analysis 2



Coefficientsa



Model

Unstandardized

Coefficients

Standardized Coefficients


T


Sig.

Collinearity Statistics

B

Std. Error

Beta

Tolerance

VIF

1 (Constant)

-4.363E-16

.081


.000

1.000



REGR factor score 2 for analysis 1

.404

.081

.404

5.001

.000

1.000

1.000

2 (Constant)

-4.060E-16

.075


.000

1.000



REGR factor score 2 for analysis 1

.404

.076

.404

5.355

.000

1.000

1.000

REGR factor score 1 for analysis 1

.335

.076

.335

4.440

.000

1.000

1.000

3 (Constant)

-3.263E-16

.070


.000

1.000



REGR factor score 2 for analysis 1

.404

.071

.404

5.725

.000

1.000

1.000

REGR factor score 1 for analysis 1

.335

.071

.335

4.748

.000

1.000

1.000

REGR factor score 4 for analysis 1

.309

.071

.309

4.381

.000

1.000

1.000

4 (Constant)

-2.715E-16

.068


.000

1.000



REGR factor score 2 for analysis 1

.404

.068

.404

5.958

.000

1.000

1.000

REGR factor score 1 for analysis 1

.335

.068

.335

4.940

.000

1.000

1.000

REGR factor score 4 for analysis 1

.309

.068

.309

4.559

.000

1.000

1.000

REGR factor score 6 for analysis 1

.230

.068

.230

3.383

.001

1.000

1.000

5 (Constant)

-3.514E-16

.066


.000

1.000



REGR factor score 2 for analysis 1

.404

.066

.404

6.130

.000

1.000

1.000

REGR factor score 1 for analysis 1

.335

.066

.335

5.084

.000

1.000

1.000

REGR factor score 4 for analysis 1

.309

.066

.309

4.691

.000

1.000

1.000

REGR factor score 6 for analysis 1

.230

.066

.230

3.481

.001

1.000

1.000

REGR factor score 5 for analysis 1

.191

.066

.191

2.889

.005

1.000

1.000

a. Dependent Variable: REGR factor score 1 for analysis 2

6.3. Kiểm định sai phạm

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