Đánh giá chất lượng dịch vụ thẻ atm của ngân hàng tmcp quốc tế Việt Nam – chi nhánh Thừa Thiên Huế - 10


III. Kết quả kiểm định độ tin cậy của thang đo: Nhóm biến Máy và Thẻ ATM

Reliability Statistics


Cronbach's Alpha

N of Items

.849

7

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Đánh giá chất lượng dịch vụ thẻ atm của ngân hàng tmcp quốc tế Việt Nam – chi nhánh Thừa Thiên Huế - 10


Item-Total Statistics


Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if

Item Deleted

NH co he thong may





atm phan bo rong

20.6688

13.317

.711

.813

khap





cac dv tren may atm





duoc thiet ke de su

20.2000

13.972

.617

.827

dung





dia diem dat may atm hop ly de nhan biet


20.5625


12.839


.703


.813

noi dat may atm sach





se, khong gian thoang

19.9375

15.719

.446

.849

mat





NH co chinh sach phi dv the atm hop ly


20.4063


14.431


.557


.836

NH co duong day





nong tu van dich vu

20.1688

13.852

.656

.821

the 24/24





danh muc tien ich the atm phong phu


20.3312


13.908


.568


.835



Nhóm Biến Đáp ứng:


Reliability Statistics


Cronbach's Alpha

N of Items

.684

4


Item-Total Statistics


Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if

Item Deleted

NV phuc vu KH tan tinh


11.2188


3.052


.382


.668

NV san sang giup do KH


11.2375


2.509


.569


.550

NV huong dan thu tuc KH day du de hieu


11.4750


2.477


.485


.608

NV giai dap nhanh chong yeu cau KH


11.5188


2.729


.440


.635


Nhóm biến Đồng cảm:


Reliability Statistics

Cronbach's Alpha

N of Items

.665

3


Item-Total Statistics



Scale Mean

if Item Deleted

Scale

Variance if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

NV hieu duoc nhu cau KH


7.3500


1.487


.525


.527

NH the hien su quan tam den ca nhan KH


7.4500


1.142


.529


.499

NH luon chu y den nhu cau KH


7.4875


1.421


.400


.671


Nhóm biến Tin cậy:


Reliability Statistics

Cronbach's Alpha

N of Items

.653

3


Item-Total Statistics


Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if

Item Deleted

NH thuc hien cac dv





the dung nhu nhung gi

7.7062

2.209

.304

.735

da gioi thieu





NH dam bao van de





bao mat doi voi cac

thong tin ca nhan cua

7.7562

1.305

.519

.483

KH






Item-Total Statistics



Scale Mean

if Item Deleted

Scale

Variance if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

NH thuc hien cac dv





the dung nhu nhung gi

7.7062

2.209

.304

.735

da gioi thieu





NH dam bao van de





bao mat doi voi cac

thong tin ca nhan cua

7.7562

1.305

.519

.483

KH





NH cung cap cac dich





vu the dung vao thoi

7.6000

1.386

.609

.339

diem da hua






Cronbach's Alpha

N of Items

.695

3

Nhóm biến Năng lực phục vụ: 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

NH co chung tu giao





dich va tai lieu ro

7.1312

1.725

.500

.358

rang khong sai sot





NV cung cap thong





tin dich vu the can

6.9125

2.256

.491

.639

thiet cho KH






Reliability Statistics


Cronbach's Alpha

N of Items


NV xu li nghiep vu nhanh chong, chinh

xac


7.2562


1.387


.353


.432

Nhóm biến Hài lòng chung:


Reliability Statistics

Cronbach's Alpha

N of Items

.718

3


Item-Total Statistics


Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if

Item Deleted

Anh/Chi hoan toan





hai long voi CLDV

7.6562

1.372

.408

.770

atm cua NH





Anh/Chi van se tiep





tuc su dung the atm

7.6812

1.024

.647

.489

cua NH





Anh/Chi se gioi thieu





dv atm cua NH cho

7.8125

.983

.579

.579

nhung nguoi khac






IV. Kết quả phân tích hồi quy tuyến tính bội:

Variables Entered/Removeda


Mode l

Variables Entered

Variables Removed


Method

1

DC

.

Stepwise (Criteria: Probability-of-F-to-enter

<= .050, Probability-of-F-to-remove >= .100).

2

MT

.

Stepwise (Criteria: Probability-of-F-to-enter

<= .050, Probability-of-F-to-remove >= .100).

3

DA

.

Stepwise (Criteria: Probability-of-F-to-enter

<= .050, Probability-of-F-to-remove >= .100).

4

NL

.

Stepwise (Criteria: Probability-of-F-to-enter

<= .050, Probability-of-F-to-remove >= .100).

a. Dependent Variable: HL


Model Summarye

Mode l


R


R Square

Adjusted R Square

Std. Error of the Estimate

Durbin- Watson

1

.536a

.287

.283

.42075


2

.632b

.399

.392

.38738


3

.671c

.450

.440

.37187


4

.683d

.467

.453

.36726

1.882

a. Predictors: (Constant), DC

b. Predictors: (Constant), DC, MT

c. Predictors: (Constant), DC, MT, DA

d. Predictors: (Constant), DC, MT, DA, NL

e. Dependent Variable: HL


ANOVAe


Model

Sum of Squares


df

Mean Square


F


Sig.

1

Regression

Residual

11.262

27.971

1

158

11.262

.177

63.618

.000a


Total

39.233

159




2

Regression

15.673

2

7.837

52.221

.000b


Residual

23.560

157

.150




Total

39.233

159




3

Regression

17.660

3

5.887

42.568

.000c


Residual

21.573

156

.138




Total

39.233

159




4

Regression

18.327

4

4.582

33.971

.000d


Residual

20.906

155

.135




Total

39.233

159




a. Predictors: (Constant), DC

b. Predictors: (Constant), DC, MT

c. Predictors: (Constant), DC, MT, DA

d. Predictors: (Constant), DC, MT, DA, NL

e. Dependent Variable: HL


Coefficientsa


Model

Unstandardized Coefficients

Standardized Coefficients


t


Sig.

Collinearity Statistics

B

Std. Error

Beta

Tolerance

VIF

1

(Constant)

2.020

.233


8.671

.000




DC

.495

.062

.536

7.976

.000

1.000

1.000

2

(Constant)

1.312

.251


5.225

.000




DC

.434

.058

.470

7.459

.000

.963

1.038


MT

.275

.051

.342

5.421

.000

.963

1.038

3

(Constant)

.808

.275


2.934

.004




DC

.361

.059

.391

6.108

.000

.860

1.162


MT

.244

.049

.302

4.925

.000

.935

1.069


DA

.233

.062

.244

3.791

.000

.849

1.178

4

(Constant)

DC

.733

.329

.274

.060


.357

2.677

5.482

.008

.000


.812


1.231




MT

.183

.056

.226

3.255

.001

.710

1.408

DA

.215

.061

.225

3.497

.001

.833

1.201

NL

.132

.060

.163

2.224

.028

.643

1.556

a. Dependent Variable: HL


Collinearity Diagnosticsa

Mode l

Dime nsion

Eigenvalu e

Condition Index

Variance

Propor

tions

(Constant)

DC

MT

DA

NL

1

1

1.990

1.000

.01

.01





2

.010

13.932

.99

.99

2

1

2.968

1.000

.00

.00

.00




2

.022

11.570

.03

.29

.87


3

.009

17.681

.96

.71

.13

3

1

3.956

1.000

.00

.00

.00

.00



2

.024

12.939

.01

.12

.92

.06


3

.013

17.782

.01

.72

.01

.59


4

.008

21.764

.98

.16

.07

.35

4

1

4.940

1.000

.00

.00

.00

.00

.00


2

.026

13.896

.02

.12

.42

.09

.09


3

.014

18.644

.04

.13

.32

.15

.65


4

.012

20.310

.00

.57

.18

.43

.25


5

.008

24.379

.93

.18

.09

.34

.01

a. Dependent Variable: HL

V. Kết quả kiểm định T-Test:

One-Sample Test


Test Value = 4


t


df


Sig. (2-

tailed)


Mean Difference

95% Confidence Interval of the Difference

Lower

Upper


NH thuc hien cac dv







the dung nhu nhung gi

-3.631

159

.000

-.17500

-.2702

-.0798

da gioi thieu







NH thuc hien cac dv







the dung ngay tu lan

-3.224

159

.002

-.22500

-.3628

-.0872

dau tien







NH cung cap cac dich







vu the dung vao thoi

-1.106

159

.270

-.06875

-.1915

.0540

diem da hua








One-Sample Test


Test Value = 4


t


df


Sig. (2-

tailed)


Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

NV phuc vu KH tan tinh


-1.347


159


.180


-.06875


-.1695


.0320

NV san sang giup do KH


-1.534


159


.127


-.08750


-.2002


.0252

NV huong dan thu tuc KH day du de hieu


-5.155


159


.000


-.32500


-.4495


-.2005

NV giai dap nhanh chong yeu cau KH


-6.370


159


.000


-.36875


-.4831


-.2544


One-Sample Test


Test Value = 4


t


df


Sig. (2-

tailed)


Mean Difference

95% Confidence Interval of the Difference

Lower

Upper


NH co chung tu giao







dich va tai lieu ro rang

-7.836

159

.000

-.48125

-.6025

-.3600

khong sai sot







NV cung cap thong tin







dich vu the can thiet

-4.772

159

.000

-.26250

-.3711

-.1539

cho KH







the atm duoc su dung







thanh toan hang hoa,

-7.943

159

.000

-.60625

-.7570

-.4555

dich vu de dang








One-Sample Test


Test Value = 4


t


df


Sig. (2-

tailed)


Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

NH co he thong may







atm phan bo rong

-13.883

159

.000

-.95625

-1.0923

-.8202

khap







cac dv tren may atm







duoc thiet ke de su

-7.283

159

.000

-.48750

-.6197

-.3553

dung







dia diem dat may atm hop ly de nhan biet


-11.205


159


.000


-.85000


-.9998


-.7002

noi dat may atm sach







se, khong gian thoang

-4.175

159

.000

-.22500

-.3314

-.1186

mat







NH co chinh sach phi dv the atm hop ly


-10.648


159


.000


-.69375


-.8224


-.5651

NH co duong day







nong tu van dich vu

-6.948

159

.000

-.45625

-.5859

-.3266

the 24/24








One-Sample Test



Test Value = 4


t


df


Sig. (2-

tailed)


Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

NH co he thong may







atm phan bo rong

-13.883

159

.000

-.95625

-1.0923

-.8202

khap







cac dv tren may atm







duoc thiet ke de su

-7.283

159

.000

-.48750

-.6197

-.3553

dung







dia diem dat may atm hop ly de nhan biet


-11.205


159


.000


-.85000


-.9998


-.7002

noi dat may atm sach







se, khong gian thoang

-4.175

159

.000

-.22500

-.3314

-.1186

mat







NH co chinh sach phi dv the atm hop ly


-10.648


159


.000


-.69375


-.8224


-.5651

NH co duong day







nong tu van dich vu

-6.948

159

.000

-.45625

-.5859

-.3266

the 24/24







danh muc tien ich the atm phong phu


-8.598


159


.000


-.61875


-.7609


-.4766


One-Sample Test


Test Value = 4


t


df


Sig. (2-

tailed)


Mean Difference

95% Confidence Interval of the Difference

Lower

Upper


NV hieu duoc nhu cau KH


-4.388


159


.000


-.20625


-.2991


-.1134

NH the hien su quan tam den ca nhan KH


-5.038


159


.000


-.30625


-.4263


-.1862

NH luon chu y den nhu cau KH


-6.126


159


.000


-.34375


-.4546


-.2329


One-Sample Test


Test Value = 4


t


df


Sig. (2-

tailed)


Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

DA

-5.167

159

.000

-.21250

-.2937

-.1313

DC

-6.715

159

.000

-.28542

-.3694

-.2015

TC

-3.351

159

.001

-.15625

-.2483

-.0642

NL

-9.332

159

.000

-.45000

-.5452

-.3548

MT

-12.576

159

.000

-.61250

-.7087

-.5163

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