Đánh giá chất lượng dịch vụ tín dụng đối với khách hàng cá nhân tại ngân hàng vietinbank chi nhánh Hà Tĩnh - 7


PHỤ LỤC 2

KẾT QUẢ XỬ LÝ SỐ LIỆU

1. Thống kê mẫu điều tra

Gioi tinh



Frequency

Percent

Valid Percent

Cumulative

Percent


nam

85

54,8

54,8

54,8

Valid

nu

70

45,2

45,2

100,0


Total

155

100,0

100,0


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Đánh giá chất lượng dịch vụ tín dụng đối với khách hàng cá nhân tại ngân hàng vietinbank chi nhánh Hà Tĩnh - 7

do tuoi



Frequency

Percent

Valid Percent

Cumulative

Percent



duoi 22 tuoi


19


12,3


12,3


12,3

Valid

tu 22 - 35tuoi

61

39,4

39,4

51,6


tu 35 - 55 tuoi

55

35,5

35,5

87,1


tren 55 tuoi

20

12,9

12,9

100,0


Total

155

100,0

100,0


Nghe nghiep



Frequency

Percent

Valid Percent

Cumulative Percent


Can bo cong chuc nha nuoc


38


24,5


24,5


24,5


Valid

Kinh doanh Huu tri, noi tro

64

27

41,3

17,4

41,3

17,4

65,8

83,2


lao dong pho thong

14

9,0

9,0

92,3


khac

12

7,7

7,7

100,0


Total

155

100,0

100,0


Thu nhap



Frequency

Percent

Valid Percent

Cumulative

Percent



duoi 5 trieu dong


22


14,2


14,2


14,2

Valid

tu 5 - 10 trieu dong tu10 - 15 trieu dong

33

54

21,3

34,8

21,3

34,8

35,5

70,3


tren 15 trieu dong

46

29,7

29,7

100,0


Total

155

100,0

100,0



2. Kênh thông tin mà khách hàng tiếp cận dịch vụ tín dụng của ngân hàng VietinBank

biet den dich vu tin dung cua Vietinbank qua kenh thong tin dai chung



Frequency

Percent

Valid Percent

Cumulative

Percent


co

102

65,8

65,8

65,8

Valid

khong

53

34,2

34,2

100,0


Total

155

100,0

100,0



biet den dich vu tin dung cua Vietinbank qua nguoi than, ban be, dong nghiep



Frequency

Percent

Valid Percent

Cumulative

Percent


co

62

40,0

40,0

40,0

Valid

khong

93

60,0

60,0

100,0


Total

155

100,0

100,0



biet den dich vu tin dung cua Vietinbank qua to roi, ap phich cua ngan hang



Frequency

Percent

Valid Percent

Cumulative

Percent


co

95

61,3

61,3

61,3

Valid

khong

60

38,7

38,7

100,0


Total

155

100,0

100,0



biet den dich vu tin dung cua Vietinbank qua nhan vien tin dung cua ngan hang



Frequency

Percent

Valid Percent

Cumulative

Percent


co

67

43,2

43,2

43,2

Valid

khong

88

56,8

56,8

100,0


Total

155

100,0

100,0



biet den dich vu tin dung cua Vietinbank qua nguon thong tin khac


Frequency

Percent

Valid Percent

Cumulative

Percent


co

55

35,5

35,5

35,5

Valid

khong

100

64,5

64,5

100,0


Total

155

100,0

100,0



3. Thời gian sử dụng dịch vụ tín dụng

Thoi gian su dung dich vu tin dung cua Vietinbank la bao lau



Frequency

Percent

Valid Percent

Cumulative Percent


Nho hon hoac bang 1 nam

37

23,9

23,9

23,9


Tu 1 - 2 nam

51

32,9

32,9

56,8

Valid

Tu 2 -3 nam

42

27,1

27,1

83,9


Lon hon 3 nam

25

16,1

16,1

100,0


Total

155

100,0

100,0


4. Lí do sử dụng dịch vụ

Ngan hang co uy tin cao



Frequency

Percent

Valid Percent

Cumulative

Percent


co

95

61,3

61,3

61,3

Valid

khong

60

38,7

38,7

100,0


Total

155

100,0

100,0



Nhan vien tan tinh, chu dao


Frequency

Percent

Valid Percent

Cumulative

Percent


co

94

60,6

60,6

60,6

Valid

khong

61

39,4

39,4

100,0


Total

155

100,0

100,0



Lai suat hap dan, mang tinh canh tranh



Frequency

Percent

Valid Percent

Cumulative

Percent


co

80

51,6

51,6

51,6

Valid

khong

75

48,4

48,4

100,0


Total

155

100,0

100,0



Dia diem giao dich thuan loi



Frequency

Percent

Valid Percent

Cumulative Percent


co

84

54,2

54,2

54,2

Valid

khong

71

45,8

45,8

100,0


Total

155

100,0

100,0



Quy trinh lam viec nhanh chong, dap ung nhu cau khach hang



Frequency

Percent

Valid Percent

Cumulative

Percent


co

70

45,2

45,2

45,2

Valid

khong

85

54,8

54,8

100,0


Total

155

100,0

100,0



Li do khac



Frequency

Percent

Valid Percent

Cumulative

Percent


co

63

40,6

40,6

40,6

Valid

khong

92

59,4

59,4

100,0


Total

155

100,0

100,0



5. Kiểm định độ tin cậy thang đo

Reliability Statistics

Cronbach's Alpha

N of Items

,843

6


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total

Correlation

Cronbach's Alpha if Item

Deleted

PT01: NH co CSVC hien





dai, trang thiet bi lam viec

18,219

14,159

,624

,818

day du





PT02: NH co dia diem giao dich thuan loi

18,013

14,805

,682

,806

PT03: NH co nha xe rong rai, day du

18,284

15,127

,673

,809

PT04: trang phuc nhan vien gon gang, lich su

18,090

15,368

,544

,832

PT05: NH co cac san





pham tin dung da dang, dap ung nhu cau khach

17,994

14,721

,655

,811

hang





PT06: Lai suat ngan hang





canh tranh, co su dieu

18,077

14,955

,574

,827

chinh kip thoi






Reliability Statistics

Cronbach's Alpha

N of Items

,888

8


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total

Correlation

Cronbach's Alpha if Item

Deleted

DU01: Thu tuc, ho so don

gian

26,065

27,606

,674

,873

DU02: Thoi gian xet duyet,





giai ngan nhanh chong,

25,845

28,560

,719

,869

kip thoi





DU03: NH giai quyet cong





viec nhanh chong, dung

25,806

28,884

,609

,879

han





DU04: NV san long giai





dap thac mac cho khach

25,684

28,529

,651

,875

hang





DU05: NH thong bao ro





rang cho khach hang khi

25,774

27,812

,699

,870

nao dich vu duoc thuc hien





DU06: Dieu kien vay von





don gian, cac thong tin trong tin dung ro rang, hap

25,781

27,367

,717

,869

dan





DU07: NV quan tam den khach hang,

25,742

29,712

,599

,880

DU08: NH dap ung kip thoi nhu cau khach hang

25,871

28,970

,622

,878


Reliability Statistics

Cronbach's Alpha

N of Items

,822

6


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total

Correlation

Cronbach's Alpha if Item

Deleted

NL01: Nhan vien co trinh do chuyen mon cao

17,594

12,593

,514

,809

NL02: NV giao tiep lich su,

luon ton trong khach hang

17,968

11,525

,669

,777

NL03: NV lam viec voi tac phong chuyen nghiep

17,852

12,478

,500

,812

NL04: NV lam cho khach





hang thoai mai, tao ra su

17,748

11,748

,551

,803

tin tuong





NL05: NV co dao duc





nghe nghiep, trung thuc,

17,877

10,680

,663

,778

dang tin cay





NL06: NV biet phoi hop,





giup do nhau de phuc vu

17,768

11,855

,649

,782

KH






Reliability Statistics

Cronbach's Alpha

N of Items

,810

3


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total

Correlation

Cronbach's Alpha if Item

Deleted

DTC01: NH dam bao bi

mat thong tin khach hang

6,981

2,500

,655

,746

DTC02: NH thuc hien dich





vu chinh xac, it xay ra sai

6,961

2,713

,691

,711

sot





DTC03: NH cung cap dich





vu dung thoi diem va dung

6,935

2,658

,636

,763

nhu cam ket






Reliability Statistics

Cronbach's Alpha

N of Items

,749

3

Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total

Correlation

Cronbach's Alpha if Item

Deleted

SDC01: Thuong xuyen co





cac chuong trinh cham soc

7,155

2,807

,548

,699

khach hang





SDC02: NV hieu nhu cau va loi ich cua khach hang

7,181

2,824

,639

,599

SDC03: Khung gio lam





viec cua ngan hang thuan

7,097

2,802

,548

,699

tien cho khach hang






Reliability Statistics

Cronbach's Alpha

N of Items

,878

3


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

DGC: Anh/chi co hai long





ve chat luong dich vu tin

7,310

2,501

,776

,817

dung cua Vietinbank





DGC: Anh/chi tiep tuc su





dung dich vu tin dung cua

Vietinbank trong thoi gian

7,400

2,605

,764

,828

toi





DGC: Anh/chi se gioi thieu





dich vu tin dung cua

7,342

2,499

,754

,837

Vietinbank cho nguoi khac






Total Variance Explained


Component

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

8,234

31,667

31,667

8,234

31,667

31,667

4,597

17,679

17,679

2

2,761

10,621

42,288

2,761

10,621

42,288

3,597

13,835

31,514

3

1,847

7,103

49,391

1,847

7,103

49,391

3,119

11,996

43,510

4

1,572

6,045

55,436

1,572

6,045

55,436

2,431

9,348

52,858

5

1,316

5,060

60,496

1,316

5,060

60,496

1,986

7,637

60,496

6

,924

3,553

64,049







7

,913

3,510

67,559







8

,834

3,210

70,769







9

,768

2,954

73,723







10

,698

2,683

76,406







11

,685

2,636

79,041







12

,581

2,236

81,278







13

,549

2,112

83,389







14

,545

2,094

85,484







15

,480

1,848

87,332







16

,422

1,625

88,956







17

,393

1,510

90,467







18

,378

1,456

91,922







19

,360

1,385

93,307







20

,346

1,330

94,637







21

,303

1,166

95,803







22

,291

1,120

96,923







23

,224

,862

97,785







24

,213

,819

98,604







25

,198

,761

99,365







26

,165

,635

100,000







Extraction Method: Principal Component Analysis.

6. Phân tích EFA


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

,858


Bartlett's Test of Sphericity

Approx. Chi-Square

1895,133

df

325

Sig.

,000


Rotated Component Matrixa


Component

1

2

3

4

5

DU06: Dieu kien vay von






don gian, cac thong tin trong tin dung ro rang, hap

,785



dan




DU02: Thoi gian xet duyet,




giai ngan nhanh chong,

,775



kip thoi




DU05: NH thong bao ro




rang cho khach hang khi

,774



nao dich vu duoc thuc hien




DU01: Thu tuc, ho so don

gian

,758



DU04: NV san long giai




dap thac mac cho khach

,689



hang




DU07: NV quan tam den khach hang,

,644



DU03: NH giai quyet cong




viec nhanh chong, dung

,644



han




DU08: NH dap ung kip thoi nhu cau khach hang

,640



PT03: NH co nha xe rong

rai, day du


,778


PT05: NH co cac san




pham tin dung da dang, dap ung nhu cau khach


,729


hang




PT01: NH co CSVC hien




dai, trang thiet bi lam viec


,721


day du




PT02: NH co dia diem giao dich thuan loi


,706


PT06: Lai suat ngan hang




canh tranh, co su dieu


,667


chinh kip thoi




PT04: trang phuc nhan vien gon gang, lich su


,661


NL02: NV giao tiep lich su, luon ton trong khach hang



,750

NL05: NV co dao duc




nghe nghiep, trung thuc,



,715

dang tin cay




NL01: Nhan vien co trinh do chuyen mon cao



,706

NL06: NV biet phoi hop,




giup do nhau de phuc vu



,676

KH




NL04: NV lam cho khach




hang thoai mai, tao ra su



,534

tin tuong




NL03: NV lam viec voi tac phong chuyen nghiep



,514


DTC03: NH cung cap dich






vu dung thoi diem va dung

,805


nhu cam ket



DTC02: NH thuc hien dich



vu chinh xac, it xay ra sai

,800


sot



DTC01: NH dam bao bi

mat thong tin khach hang

,772


SDC02: NV hieu nhu cau

va loi ich cua khach hang


,788

SDC01: Thuong xuyen co



cac chuong trinh cham soc


,737

khach hang



SDC03: Khung gio lam



viec cua ngan hang thuan


,720

tien cho khach hang



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

a. Rotation converged in 6 iterations.


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

,743


Bartlett's Test of Sphericity

Approx. Chi-Square

239,313

df

3

Sig.

,000


Total Variance Explained

Component

Initial Eigenvalues

Extraction Sums of Squared Loadings

Total

% of Variance

Cumulative %

Total

% of Variance

Cumulative %

1

2,413

80,418

80,418

2,413

80,418

80,418

2

,310

10,342

90,761




3

,277

9,239

100,000




Extraction Method: Principal Component Analysis.


Component Matrixa


Component

1

DGC: Anh/chi co hai long


ve chat luong dich vu tin

,903

dung cua Vietinbank


DGC: Anh/chi tiep tuc su


dung dich vu tin dung cua Vietinbank trong thoi gian

,896

toi


DGC: Anh/chi se gioi thieu


dich vu tin dung cua

,891

Vietinbank cho nguoi khac


Extraction Method: Principal Component Analysis.

a. 1 components extracted.


7. Kiểm định phân phối chuẩn


Statistics


KNDU

PTHH

NLNV

STC

SDC

DGC

N

Valid

155

155

155

155

155

155

Missing

0

0

0

0

0

0

Skewness

-,621

-,933

-1,095

-,494

-,561

-,449

Std. Error of Skewness

,195

,195

,195

,195

,195

,195

Kurtosis

,054

,855

1,930

,722

,611

-,053

Std. Error of Kurtosis

,387

,387

,387

,387

,387

,387

8. Hồi quy tương quan


Correlations


DGC

KNDU

PTHH

NLNV

STC

SDC


Pearson Correlation


Sig. (1-tailed)


N

DGC KNDU PTHH NLNV STC

SDC DGC KNDU PTHH NLNV STC SDC DGC

KNDU PTHH NLNV STC

SDC

1,000

,264

,252

,385

,565

,268

,264

1,000

,000

,000

,000

,000

,252

,000

1,000

,000

,000

,000

,385

,000

,000

1,000

,000

,000

,565

,000

,000

,000

1,000

,000

,268

,000

,000

,000

,000

1,000

.

,000

,001

,000

,000

,000

,000

.

,500

,500

,500

,500

,001

,500

.

,500

,500

,500

,000

,500

,500

.

,500

,500

,000

,500

,500

,500

.

,500

,000

,500

,500

,500

,500

.

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155

155


Model Summaryb

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

Durbin-Watson

1

,820a

,673

,662

,58169369

1,721

a. Predictors: (Constant), sdc, stc, nv, hh, DU

b. Dependent Variable: DGC


ANOVAa

Model

Sum of Squares

df

Mean Square

F

Sig.


Regression

103,583

5

20,717

61,225

,000b

1

Residual

50,417

149

,338




Total

154,000

154




a. Dependent Variable: DGC

b. Predictors: (Constant), sdc, stc, nv, hh, DU


Coefficientsa


Model

Unstandardized

Coefficients

Standardized

Coefficients

t

Sig.

95,0% Confidence Interval for

B

Collinearity

Statistics

B

Std. Error

Beta

Lower Bound

Upper Bound

Tolerance

VIF

(Constant) DU

Hh 1

Nv

Stc Sdc

-1,408E-016

,264

,252

,385

,565

,268

,047

,047

,047

,047

,047

,047


,264

,252

,385

,565

,268

,000

5,624

5,368

8,222

12,056

5,722

1,000

,000

,000

,000

,000

,000

-,092

,171

,159

,293

,472

,176

,092

,356

,344

,478

,658

,361


1,000

1,000

1,000

1,000

1,000


1,000

1,000

1,000

1,000

1,000

a. Dependent Variable: DGC


9. Kiểm định One Sample T Test

One-Sample Test


Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

PT01: NH co CSVC hien dai,

trang thiet bi lam viec day du

-5,330

154

,000

-,4839

-,663

-,305

PT02: NH co dia diem giao

dich thuan loi

-3,609

154

,000

-,2774

-,429

-,126

PT03: NH co nha xe rong rai,

day du

-7,477

154

,000

-,5484

-,693

-,404

PT04: trang phuc nhan vien gon gang, lich su

-4,341

154

,000

-,3548

-,516

-,193

PT05: NH co cac san pham tin







dung da dang, dap ung nhu

-3,216

154

,002

-,2581

-,417

-,100

cau khach hang







PT06: Lai suat ngan hang







canh tranh, co su dieu chinh

-4,041

154

,000

-,3419

-,509

-,175

kip thoi








One-Sample Test


Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

DU01: Thu tuc, ho so don gian

-6,315

154

,000

-,5548

-,728

-,381

DU02: Thoi gian xet duyet, giai

ngan nhanh chong, kip thoi

-4,502

154

,000

-,3355

-,483

-,188

DU03: NH giai quyet cong viec nhanh chong, dung han

-3,644

154

,000

-,2968

-,458

-,136

DU04: NV san long giai dap

thac mac cho khach hang

-2,153

154

,033

-,1742

-,334

-,014

DU05: NH thong bao ro rang







cho khach hang khi nao dich

-3,170

154

,002

-,2645

-,429

-,100

vu duoc thuc hien







DU06: Dieu kien vay von don







gian, cac thong tin trong tin

-3,150

154

,002

-,2710

-,441

-,101

dung ro rang, hap dan







DU07: NV quan tam den

khach hang,

-3,152

154

,002

-,2323

-,378

-,087

DU08: NH dap ung kip thoi nhu cau khach hang

-4,561

154

,000

-,3613

-,518

-,205


One-Sample Test


Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

NL01: Nhan vien co trinh do chuyen mon cao

-3,396

154

,001

-,2323

-,367

-,097

NL02: NV giao tiep lich su,

luon ton trong khach hang

-8,381

154

,000

-,6065

-,749

-,463

NL03: NV lam viec voi tac phong chuyen nghiep

-6,838

154

,000

-,4903

-,632

-,349

NL04: NV lam cho khach hang thoai mai, tao ra su tin tuong

-4,903

154

,000

-,3871

-,543

-,231

NL05: NV co dao duc nghe







nghiep, trung thuc, dang tin

-6,033

154

,000

-,5161

-,685

-,347

cay







NL06: NV biet phoi hop, giup

do nhau de phuc vu KH

-5,897

154

,000

-,4065

-,543

-,270

One-Sample Test


Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

DTC01: NH dam bao bi mat

thong tin khach hang

-7,064

154

,000

-,5419

-,693

-,390

DTC02: NH thuc hien dich vu chinh xac, it xay ra sai sot

-7,606

154

,000

-,5226

-,658

-,387

DTC03: NH cung cap dich vu







dung thoi diem va dung nhu

-6,764

154

,000

-,4968

-,642

-,352

cam ket







One-Sample Test


Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

SDC01: Thuong xuyen co cac







chuong trinh cham soc khach

-5,495

154

,000

-,4387

-,596

-,281

hang







SDC02: NV hieu nhu cau va

loi ich cua khach hang

-6,330

154

,000

-,4645

-,609

-,320

SDC03: Khung gio lam viec







cua ngan hang thuan tien cho

-4,762

154

,000

-,3806

-,539

-,223

khach hang







10. Kiểm định Independent Sample T Test

- Yếu tố giới tính

Independent Samples Test


Levene's Test for Equality of

Variances

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

Equal variances

DGCassumed Equal

variances not assumed


3,142


,078

- 1,763


- 1,790


153


152,76


,080


,075


-,28269546


-,28269546


,16030706


,15791273


-,59939653


-,59467024


,03400561


,02927931

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