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

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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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
N	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

Sig.

95,0% Confidence Interval for

Collinearity

Statistics

Std. Error

Beta

Lower Bound

Upper Bound

Tolerance

VIF

(Constant) DU

Hh 1

Stc Sdc

-1,408E-016

,264

,252

,385

,565

,268

,047

,264

,252

,385

,565

,268

,000

5,624

5,368

8,222

12,056

5,722

1,000

,000

-,092

,171

,159

,293

,472

,176

,092

,356

,344

,478

,658

,361

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
t	df	Sig. (2- tailed)	Mean 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
t	df	Sig. (2- tailed)	Mean 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
t	df	Sig. (2- tailed)	Mean 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
t	df	Sig. (2- tailed)	Mean 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
t	df	Sig. (2- tailed)	Mean 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

Sig.

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

,16030706

,15791273

-,59939653

-,59467024

,03400561

,02927931