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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


Rotated Component Matrixa



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

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

a. Rotation converged in 7 iterations.


3.3. EFA lần 3


KMO and Bartlett's Test


Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.871

Bartlett's Test of Approx. Chi-Square

630.797

Sphericity

df


153

Sig.

.000


Khóa luận tốt nghiệp GVHD: Th.S Ngô Minh Tâm


Total Variance Explained



Componen t

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







Extraction Method: Principal Component Analysis.



Rotated Component Matrixa



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

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

a. Rotation converged in 7 iterations.


IV. Hồi Quy


4.1. Hệ số tương quan Person giữa các biến


Correlations



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

**. Correlation is significant at the 0.01 level (2-tailed).


4.2. Mô hình hồi quy


Model Summaryb


Model


R


R Square

Adjusted R Square

Std. Error of the Estimate

Durbin- Watson

1

.861a

.741

.733

.44044

2.020

a. Predictors: (Constant), F3, F2, F1

b. Dependent Variable: HAILONG


ANOVAb



Model

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




a. Predictors: (Constant), F3, F2, F1

b. Dependent Variable: HAILONG


Coefficientsa


Model

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

a. Dependent Variable: HAILONG


V. Phân tích thống kê mô tả, kiểm định


5.1. Đánh giá về thành phần Năng lực phục vụ Kiểm định One – Sample Test

One-Sample Statistics




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


One-Sample Test



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


5.2. Đánh giá về thành phần Chăm sóc KH và đọ tin cậy Kiểm định One – Sample Test

One-Sample Statistics




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


One-Sample Test


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


5.3. Đánh giá về thành phần Hành vi của GDV Kiểm định One – Sample Test

One-Sample Statistics




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


One-Sample Test


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

5.4. Đánh giá về thành phần Phương tiện hữu hình One-Sample Statistics


One-Sample Test


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


5.5. Đánh giá sự hài lòng của khách hàng về chất lượng Phục vụ của GDV nhin chung,anh/ chi hai long ve chat luong phuc vu cua GDV


One Sample Test Test Value 4 t Df Sig 2 tailed Mean Difference 95 Confidence Interval of the 1


One-Sample Test



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


5.6. Kiểm định Independent Samples Test so sánh giữa hai giới tính


Group Statistics



Xin vui long cho biet gioi tinh cua anh/ chi


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

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