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

N of Items

.849

7

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

N of Items

.684

4

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

N of Items

.665

3

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

N of Items

.653

3

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

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

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

N of Items

NV xu li nghiep vu nhanh chong, chinh

xac

7.2562

1.387

.353

.432

N of Items

.718

3

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

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).

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

Sum of Squares

df

Mean Square

F

Sig.

1

Regression

Residual

11.262

27.971

1

158

11.262

.177

63.618

.000a

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

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

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

Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

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

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

Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

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

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

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

Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

-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

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