Đánh giá chất lượng phục vụ của giao dịch viên đối với khách hàng cá nhân tại ngân hàng agribank - chi nhánh thị xã hương trà - 10

Co

mponent

1

2

3

4

GDV huong dan thu tuc giao dich mot cach day du, de hieu

.671

GDV quan tam den khach hang

.668

GDV thuc hien giao dich nhanh

chong giam thoi gian cho doi cua

.643

khach hang

GDV phuc vu nhanh chong, dung han

.631

GDV co thai do lich su, nha nhan voi khach hang

.631

GDV cung cap dich vu cho khach hang dung nhu cam ket

.611

GDV tra loi thoa dang moi thac mac cua khach hang

.566

GDV hieu duoc nhu cau dac biet va loi ich ma khach hang muon

.560

GDV co du kien thuc giai dap thac mac cho khach hang

.514

GDV phuc vu chu dao trong gio cao

diem

GDV phuc vu chu dao doi voi tat ca cac khach hang

.756

GDV tu van cac dich vu phu hop

.697

GDV khong de xay ra sai xot nao

.609

GDV luon tinh dung tien su dung dich vu va thanh toan tien du thua

.585

GDV co kha nang giao tiep tot

.815

GDV co thao tac nghiep vu chuyen nghiep

.648

GDV co hanh vi tao duoc long tin va su an tam cho khach hang

.603

GDV co ngoai hinh de nhin va tao duoc thien cam cho khach hang

.834

GDV co trang phuc goc gang va lich su

.832

.871

Bartlett's Test of Approx. Chi-Square

630.797

Sphericity

df

153

Sig.

.000

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

6.385

35.472

35.472

6.385

35.472

35.472

3.805

21.137

21.137

2

1.650

9.167

44.640

1.650

9.167

44.640

2.604

14.467

35.604

3

1.248

6.931

51.570

1.248

6.931

51.570

2.359

13.107

48.712

4

1.087

6.041

57.611

1.087

6.041

57.611

1.602

8.900

57.611

5

.919

5.106

62.718

6

.858

4.765

67.483

7

.763

4.241

71.724

8

.698

3.880

75.604

9

.640

3.553

79.157

10

.610

3.387

82.544

11

.533

2.960

85.504

12

.485

2.692

88.196

13

.440

2.445

90.641

14

.420

2.334

92.975

15

.380

2.113

95.088

16

.337

1.870

96.958

17

.296

1.646

98.604

18

.251

1.396

100.000

Comp

onent

1

2

3

4

GDV huong dan thu tuc giao dich mot cach day du, de hieu

.670

GDV quan tam den khach hang

.669

GDV thuc hien giao dich nhanh chong giam thoi gian cho doi cua khach hang

.641

GDV co thai do lich su, nha nhan voi khach hang

.637

GDV phuc vu nhanh chong, dung han

.629

GDV cung cap dich vu cho khach hang dung nhu cam ket

.609

GDV tra loi thoa dang moi thac mac cua khach hang

.565

GDV hieu duoc nhu cau dac biet va loi ich ma khach hang muon

.559

GDV co du kien thuc giai dap thac mac cho khach hang

.520

GDV phuc vu chu dao doi voi tat ca cac khach hang

.753

GDV tu van cac dich vu phu hop

.702

GDV khong de xay ra sai xot nao

.603

GDV luon tinh dung tien su dung dich vu va thanh toan tien du thua

.580

GDV co kha nang giao tiep tot

.817

GDV co thao tac nghiep vu chuyen nghiep

.647

GDV co hanh vi tao duoc long tin va su an tam cho khach hang

.603

GDV co trang phuc goc gang va lich su

.850

GDV co ngoai hinh de nhin va tao duoc thien cam cho khach hang

.836

F1

F2

F3

F4

HAILONG

F1

Pearson Correlation

1

.594**

.624**

-.038

.805**

Sig. (2-tailed)

.000

.000

.706

.000

N

100

100

100

100

100

F2

Pearson Correlation

.594**

1

.504**

-.066

.709**

Sig. (2-tailed)

.000

.000

.515

.000

N

100

100

100

100

100

F3

Pearson Correlation

.624**

.504**

1

-.131

.631**

Sig. (2-tailed)

.000

.000

.193

.000

N

100

100

100

100

100

F4

Pearson Correlation

-.038

-.066

-.131

1

-.033

Sig. (2-tailed)

.706

.515

.193

.741

N

100

100

100

100

100

HAILONG Pearson Correlation

.805**

.709**

.631**

-.033

1

Sig. (2-tailed)

.000

.000

.000

.741

N

100

100

100

100

100

R

R Square

Adjusted R Square

Std. Error of the Estimate

Durbin- Watson

1

.861a

.741

.733

.44044

2.020

Sum of Squares

Df

Mean Square

F

Sig.

1

Regression

53.377

3

17.792

91.720

.000a

Residual

18.623

96

.194

Total

72.000

99

Unstandardized Coefficients

Standardized Coefficients

t

Sig.

B

Std. Error

Beta

1

(Constant

)

-1.878

.338

-5.554

.000

F1

.843

.118

.522

7.154

.000

F2

.503

.101

.329

4.980

.000

F3

.200

.098

.139

2.052

.043

N

Mean

Std. Deviation

Std. Mean

Error

GDV huong dan thu

tuc

giao

dich

mot

100

3.3900

.76403

.07640

cach day du, de hieu

GDV quan tam den khach hang

100

3.6100

.68009

.06801

GDV thuc hien giao

dich nhanh chong

giam thoi gian cho doi

100

3.5100

.81023

.08102

cua khach hang

GDV co thai do lich

su,

nha

nhan

voi

100

3.3900

.68009

.06801

khach hang

GDV phuc vu nhanh chong, dung han

100

3.5100

.81023

.08102

GDV cung cap dich

vu cho khach hang

100

3.4800

.73140

.07314

dung nhu cam ket

GDV tra loi thoa dang

moi

thac

mac

cua

100

3.5700

.80723

.08072

khach hang

GDV hieu duoc nhu

cau dac biet va loi ich

100

3.2600

.91696

.09170

ma khach hang muon

GDV co du kien thuc

giai dap thac mac cho

100

3.7300

.77662

.07766

khach hang

F1

100

3.4944

.52838

.05284

Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95%

Interval Differen

Confidence of the

ce

Lower

Upper

GDV huong dan thu

tuc giao dich mot cach

-7.984

99

.000

-.61000

-.7616

-.4584

day du, de hieu

GDV quan tam den khach hang

-5.735

99

.000

-.39000

-.5249

-.2551

GDV thuc hien giao

dich nhanh chong

giam thoi gian cho doi

-6.048

99

.000

-.49000

-.6508

-.3292

cua khach hang

GDV co thai do lich

su, nha nhan voi khach

-8.969

99

.000

-.61000

-.7449

-.4751

hang

GDV phuc vu nhanh chong, dung han

-6.048

99

.000

-.49000

-.6508

-.3292

GDV cung cap dich

vu

cho khach

hang

-7.110

99

.000

-.52000

-.6651

-.3749

dung nhu cam ket

GDV tra loi thoa dang

moi

thac mac

cua

-5.327

99

.000

-.43000

-.5902

-.2698

khach hang

GDV hieu duoc nhu

cau dac biet va loi ich

-8.070

99

.000

-.74000

-.9219

-.5581

ma khach hang muon

GDV co du kien thuc

giai dap thac mac cho

-3.477

99

.001

-.27000

-.4241

-.1159

khach hang

F1

-9.568

99

.000

-.50556

-.6104

-.4007

N

Mean

Std. Deviation

Std. Mean

Error

GDV phuc vu chu dao

doi

voi

tat

ca

cac

100

3.5200

.79747

.07975

khach hang

GDV tu van cac dich vu phu hop

100

3.6400

.71802

.07180

GDV khong de xay ra sai xot nao

100

3.4200

.81872

.08187

GDV luon tinh dung

tien su dung dich vu

va thanh toan tien du

100

3.7100

.70058

.07006

thua

F2

100

3.5725

.55765

.05577

Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence

Interval of the Difference

Lower

Upper

GDV phuc vu chu dao doi voi tat ca cac khach hang

GDV tu van cac dich vu phu hop

GDV khong de xay ra sai xot nao

GDV luon tinh dung tien su dung dich vu va thanh toan tien du thua

F2

-6.019

-5.014

-7.084

-4.139

-7.666

99

99

99

99

99

.000

.000

.000

.000

.000

-.48000

-.36000

-.58000

-.29000

-.42750

-.6382

-.5025

-.7425

-.4290

-.5382

-.3218

-.2175

-.4175

-.1510

-.3168

N

Mean

Std. Deviation

Std. Mean

Error

GDV co kha nang giao tiep tot

100

3.7600

.74019

.07402

GDV co thao tac

nghiep vu chuyen

100

3.6400

.74563

.07456

nghiep

GDV co hanh vi tao

duoc long tin va su an

100

3.6500

.71598

.07160

tam cho khach hang

F3

100

3.6833

.59435

.05944

Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence

Interval of the Difference

Lower

Upper

GDV co kha nang giao tiep tot

GDV co thao tac nghiep vu chuyen nghiep

GDV co hanh vi tao duoc long tin va su an tam cho khach hang

F3

-3.242

-4.828

-4.888

-5.328

99

99

99

99

.002

.000

.000

.000

-.24000

-.36000

-.35000

-.31667

-.3869

-.5079

-.4921

-.4346

-.0931

-.2121

-.2079

-.1987

N

Mean

Std. Deviation

Std. Mean

Error

GDV co ngoai hinh

de nhin va tao duoc

thien cam cho khach

100

3.5500

1.14040

.11404

hang

GDV co trang phuc goc gang va lich su

100

4.1300

.82456

.08246

F4

100

3.8400

.84948

.08495

Test Value = 4

t

df

Sig. (2-

tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

GDV co ngoai hinh de

nhin va tao duoc thien

-3.946

99

.000

-.45000

-.6763

-.2237

cam cho khach hang

GDV co trang phuc goc gang va lich su

1.577

99

.118

.13000

-.0336

.2936

F4

-1.884

99

.063

-.16000

-.3286

.0086

Frequenc y

Percent

Valid Percent

Cumulative Percent

Valid khong dong

y

9

9.0

9.0

9.0

trung lap

37

37.0

37.0

46.0

dong y

39

39.0

39.0

85.0

rat dong y

15

15.0

15.0

100.0

Total

100

100.0

100.0

Test Value = 4

t

Df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

nhin chung,anh/ chi hai long ve chat luong phuc vu cua GDV

-4.690

99

.000

-.40000

-.5692

-.2308

N

Mean

Std. Deviation

Std. Error Mean

F1 nam

Nu

52

47

3.5769

3.3806

.50418

.52308

.06992

.07630

F2 Nam

Nu

52

47

3.7356

3.3830

.50830

.55865

.07049

.08149

F3 Nam

Nu

52

47

3.7564

3.5816

.51604

.65374

.07156

.09536