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Đánh giá chất lượng dịch vụ thẻ của ngân hàng tmcp đầu tư và phát triển Việt Nam – chi nhánh Thừa Thiên Huế - 8


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

DC5.18

6.4011

4.253

.685

.801

DC5.19

6.5424

4.056

.774

.716

DC5.20

6.6949

4.134

.666

.822

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Đánh giá chất lượng dịch vụ thẻ của ngân hàng tmcp đầu tư và phát triển Việt Nam – chi nhánh Thừa Thiên Huế - 8


3.5. Phân tích hệ số Cronbach’s alpha các biến quan sát của thành phần sự bảo mật và an toàn


Case Processing Summary



N

%

Cases

Valid

177

100.0


Excluded

a


0


.0


Total

177

100.0

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


Reliability Statistics

Cronbach's Alpha

N of Items

.902

4


Item-Total Statistics



Scale Mean

if Item Deleted

Scale

Variance if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

BA5.2 1

10.1864

11.141

.717

.896

BA5.2 2

10.3220

9.958

.858

.844

BA5.2 3

10.2486

10.029

.865

.842

BA5.2 4

10.3616

11.073

.690

.906


3.6. Phân tích hệ số Cronbach’s alpha các biến quan sát của thành phần phương tiện hữu hình


Case Processing Summary



N

%

Cases

Valid

177

100.0


Excluded

a


0


.0


Total

177

100.0

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

Reliability Statistics

Cronbach's Alpha

N of Items

.840

7


Item-Total Statistics



Scale Mean

if Item Deleted

Scale

Variance if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

HH5.25

18.4576

23.727

.586

.819

HH5.26

19.0565

22.826

.670

.805

HH5.27

18.6723

22.824

.634

.811

HH5.28

18.9492

25.174

.533

.827

HH5.29

18.8475

25.050

.483

.834

HH5.30

18.9266

23.943

.609

.815

HH5.31

19.0565

23.713

.632

.812


3.7. Phân tích hệ số Cronbach’s alpha các biến quan sát của thành phần sự thõa mãn


Case Processing Summary



N

%

Cases

Valid

177

100.0


Excluded

a


0


.0


Total

177

100.0

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

Reliability Statistics


Cronbach's Alpha

N of Items

.830

3


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

TM5.3

2

8.4294

1.485

.811

.687

TM5.3

3


8.0282


1.278


.654


.807

TM5.3 4


7.9944


1.290


.648


.813


4. PHÂN TÍCH NHÂN TỐ KHÁM PHÁ (EFA)

4.1. Phân tích các nhân tố tác động đến chất lượng dịch vụ thẻ

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.765

Bartlett's Test of Sphericity

Approx. Chi-Square

3243.454

df

465

Sig.

.000


Communalities



Initial

Extractio n

TC5.1

1.000

.796

TC5.2

1.000

.854

TC5.3

1.000

.777

TC5.4

1.000

.698

DU5.5

1.000

.627

DU5.6

1.000

.567

DU5.7

1.000

.556

1.000

.574

DU5.9

1.000

.473

DU5.10

1.000

.725

DU5.11

1.000

.711

DU5.12

1.000

.420

NL5.13

1.000

.654

NL5.14

1.000

.820

NL5.15

1.000

.791

NL5.16

1.000

.685

NL5.17

1.000

.612

DC5.18

1.000

.759

DC5.19

1.000

.823

DC5.20

1.000

.703

BA5.21

1.000

.708

BA5.22

1.000

.858

BA5.23

1.000

.867

BA5.24

1.000

.690

HH5.25

1.000

.524

HH5.26

1.000

.629

HH5.27

1.000

.585

HH5.28

1.000

.450

HH5.29

1.000

.421

HH5.30

1.000

.547

HH5.31

1.000

.572

DU5.8

Extraction Method: Principal Component Analysis.


Total Variance Explained



Compone nt


Initial Eigenvalues

Extraction Sums of

Squared Loadings

Rotation Sums of

Squared Loadings


Total

% of Varianc e


Cumulat ive %


Total

% of Varianc e


Cumulati ve %


Total


% of Variance


Cumulat ive %

1

5.07

9

16.385

16.385

5.079

16.385

16.385

4.631

14.937

14.937

2

3.89

4

12.561

28.946

3.894

12.561

28.946

3.643

11.751

26.688

3

3.67

1

11.842

40.788

3.671

11.842

40.788

3.556

11.471

38.159

4

2.96

2

9.554

50.342

2.962

9.554

50.342

3.147

10.152

48.311

5

2.86

6

9.245

59.588

2.866

9.245

59.588

3.102

10.007

58.318

6

2.00

2

6.459

66.047

2.002

6.459

66.047

2.396

7.729

66.047

7

.983

3.172

69.219







8

.907

2.925

72.145







9

.846

2.731

74.875







10

.767

2.473

77.348







11

.723

2.332

79.680







12

.635

2.049

81.729







13

.589

1.901

83.630







14

.548

1.767

85.397







15

.491

1.585

86.983







16

.476

1.535

88.518







17

.401

1.295

89.812







18

.374

1.208

91.020







19

.342

1.103

92.123







20

.315

1.016

93.139







21

.302

.974

94.113







22

.277

.893

95.006







23

.247

.796

95.802








24

.230

.741

96.543







25

.202

.653

97.196

26

.202

.652

97.848

27

.181

.584

98.432

28

.160

.515

98.947

29

.123

.396

99.343

30

.108

.348

99.691

31

.096

.309

100.000

Extraction Method: Principal Component Analysis.


Component Matrixa


Component

1

2

3

4

5

6

DU5.11

.745






DU5.5

.718






DU5.10

.708






DU5.8

.678






DU5.6

.668






DU5.7

.616






DU5.9

.587






DU5.12

.580






NL5.13







HH5.27







TC5.4


.522





NL5.15


.510





NL5.16


.504





NL5.17







NL5.14







HH5.25







HH5.26



.533




HH5.31







HH5.29













HH5.28







TC5.2




.695



TC5.3




.654



TC5.1




.626



BA5.22





-.708


BA5.23





-.671


BA5.21





-.612


BA5.24





-.579


DC5.19






.723

DC5.20






.683

DC5.18






.631

HH5.30

Extraction Method: Principal Component Analysis.

a. 6 components extracted.


Rotated Component Matrixa


Component

1

2

3

4

5

6

DU5.10

.845






DU5.11

.839






DU5.5

.771






DU5.6

.747






DU5.8

.744






DU5.7

.737






DU5.9

.674






DU5.12

.627






HH5.26


.788





HH5.31


.752





HH5.27


.737





HH5.30


.727





HH5.25


.704






.662





HH5.29


.592





NL5.14



.898




NL5.15



.887




NL5.16



.815




NL5.13



.783




NL5.17



.777




BA5.23




.925



BA5.22




.922



BA5.21




.830



BA5.24




.820



TC5.2





.918


TC5.1





.889


TC5.3





.879


TC5.4





.770


DC5.19






.899

DC5.18






.839

DC5.20






.834

HH5.28

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

a. Rotation converged in 5 iterations.


Component Transformation Matrix

Comp onent


1


2


3


4


5


6

1

.845

.372

.348

.108

.093

-.083

2

-.097

-.437

.544

.413

.443

.369

3

-.479

.611

.437

.351

-.255

-.133

4

-.098

.403

-.477

.274

.725

-.022

5

-.164

.291

.313

-.767

.321

.314

6

.106

.222

-.259

.175

-.319

.860


Component Transformation Matrix


Comp

onent


1


2


3


4


5


6

1

.845

.372

.348

.108

.093

-.083

2

-.097

-.437

.544

.413

.443

.369

3

-.479

.611

.437

.351

-.255

-.133

4

-.098

.403

-.477

.274

.725

-.022

5

-.164

.291

.313

-.767

.321

.314

6

.106

.222

-.259

.175

-.319

.860

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

4.2. Phân tích các nhân tố tác động đến sự thõa mãn của khách hàng


KMO and Bartlett's Test


Kaiser-Meyer-Olkin Measure of Sampling

Adequacy.

.669

Bartlett's Test of Approx. Chi-Square

242.356

Sphericity df

3

Sig.

.000


Communalities



Initial

Extraction

TM5.32

1.000

.858

TM5.33

1.000

.723

TM5.34

1.000

.715

Extraction Method: Principal Component Analysis.


Total Variance Explained



Comp onent


Initial


Eigenvalues

Extraction Sums of Squared Loadings


Total

% of Variance

Cumulative

%


Total

% of Variance

Cumulative

%

1

2.296

76.534

76.534

2.296

76.534

76.534

2

.477

15.894

92.428




3

.227

7.572

100.000




Extraction Method: Principal Component Analysis.



Component Matrixa



Component

1

TM5.32 TM5.33

TM5.34

.926

.851

.846

Extraction Method: Principal Component Analysis.


a. 1 components extracted.


Rotated Component Matrixa


a. Only one component was extracted. The solution cannot be rotated.


5. KIỂM ĐỊNH MÔ HÌNH LÝ THUYẾT

5.1. Phân tích tương quan hệ số Person


Correlations



DU

HH

NL

TC

BA

DC

HL

DU

Pearson Correlation

1

.115

.116

.074

-.023

-.066

.379**


Sig. (2-tailed)


.126

.123

.327

.764

.383

.000


N

177

177

177

177

177

177

177

HH

Pearson Correlation

.115

1

.125

-.053

-.005

-.171*

.374**


Sig. (2-tailed)

.126


.097

.483

.943

.023

.000


N

177

177

177

177

177

177

177

NL

Pearson Correlation

.116

.125

1

.044

.125

.068

.477**


Sig. (2-tailed)

.123

.097


.561

.098

.371

.000


N

177

177

177

177

177

177

177

TC

Pearson Correlation

.074

-.053

.044

1

.068

.145

.308**


Sig. (2-tailed)

.327

.483

.561


.369

.054

.000


N

177

177

177

177

177

177

177

BA

Pearson Correlation

-.023

-.005

.125

.068

1

-.003

.354**


Sig. (2-tailed)

.764

.943

.098

.369


.970

.000


N

177

177

177

177

177

177

177

DC

Pearson Correlation

-.066

-.171*

.068

.145

-.003

1

.112


Sig. (2-tailed)

.383

.023

.371

.054

.970


.136


N

177

177

177

177

177

177

177

HL

Pearson Correlation

.379**

.374**

.477**

.308**

.354**

.112

1


Sig. (2-tailed)

.000

.000

.000

.000

.000

.136



N

177

177

177

177

177

177

177

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