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Đánh giá sự hài lòng của khách hàng đối với chất lượng dịch vụ khách hàng tại ngân hàng Sacombank chi nhánh Vũng Tàu - 15


Extraction Method: Principal Component Analysis.


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

7.956

30.601

30.601

7.96

30.601

30.601

3.88

14.921

14.921

2

3.174

12.206

42.807

3.17

12.206

42.807

3.62

13.908

28.829

3

2.14

8.231

51.039

2.14

8.231

51.039

3.44

13.217

42.047

4

1.841

7.08

58.119

1.84

7.08

58.119

2.48

9.523

51.569

5

1.554

5.977

64.096

1.55

5.977

64.096

2.42

9.304

60.873

6

1.2

4.617

68.713

1.2

4.617

68.713

2.04

7.84

68.713

7

0.915

3.521

72.234







8

0.865

3.326

75.56







9

0.74

2.845

78.404







10

0.656

2.522

80.926







11

0.553

2.129

83.055







12

0.492

1.893

84.948







13

0.467

1.795

86.743







14

0.414

1.593

88.337







15

0.396

1.524

89.86







16

0.381

1.464

91.325







17

0.355

1.365

92.689







18

0.334

1.285

93.974







19

0.299

1.149

95.123







20

0.244

0.94

96.063







21

0.238

0.914

96.977







22

0.217

0.835

97.812







23

0.189

0.729

98.541







24

0.156

0.601

99.142







25

0.141

0.543

99.685







26

0.082

0.315

100







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Extraction Method: Principal Component Analysis.



Component Matrixa


Component

1

2

3

4

5

6

su dong cam 4

.765






su dong cam 2

.724


-.476




su dam bao 3

.720






su dam bao 4

.719






su dong cam 5

.713






su dong cam 3

.692


-.469




su dam bao 2

.653






su huu hinh 2

.619






su dam bao 1

.606




-.468


su dong cam 1

.601


-.505




su dap ung 1

.579





-.505

su dap ung 3

.570





-.442

su dap ung 4

.510






su tin cay 2

.493

.660





su tin cay 3

.434

.652





su tin cay 1

.455

.644





su tin cay 6


.617





su tin cay 4


.464





su tin cay 5

.418

.447





chi phi dich vu 1

.419


.553




chi phi dich vu 2

.428


.530




chi phi dich vu 3


-.465

.467




su huu hinh 3

.470



.644



su huu hinh 4




.639



su huu hinh 5

.415



.570



su dap ung 2

.503





-.555

Extraction Method: Principal Component Analysis.

a. 6 components extracted.



Rotated Component Matrixa


Component

1

2

3

4

5

6

su dong cam 2

.868






su dong cam 1

.832






su dong cam 3

.818






su dong cam 5

.777






su dong cam 4

.746






su tin cay 2


.829





su tin cay 1


.780





su tin cay 3


.743





su tin cay 4


.710





su tin cay 5


.708





su tin cay 6


.664





su dam bao 2



.834




su dam bao 1



.805




su dam bao 3



.776




su dam bao 4



.708




su dap ung 4



.652




chi phi dich vu 3




.846



chi phi dich vu 2




.824



chi phi dich vu 1




.821



su huu hinh 3





.811


su huu hinh 4





.802


su huu hinh 5





.678


su huu hinh 2





.494


su dap ung 2






.741

su dap ung 1






.728

su dap ung 3






.629

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

a. Rotation converged in 6 iterations.



Component Transformation Matrix

Component

1

2

3

4

5

6

1

.565

.377

.512

.264

.305

.335

2

-.089

.814

-.335

-.398

.207

-.130

3

-.674

.300

.064

.641

-.007

.202

4

-.031

-.302

-.381

.128

.859

.091

5

.465

.108

-.639

.519

-.300

-.063

6

.036

.052

.259

.275

.190

-.904

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


PHỤ LỤC 6: KẾT QUẢ PHÂN TÍCH CÁC NHÂN TỐ THÀNH PHẦN SỰ HÀI LÒNG


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.785

Approx. Chi-Square

279.815

Bartlett's Test of Sphericity df

6

Sig.

.000

Communalities


Initial

Extraction

su hai long 1

1.000

.720

su hai long 2

1.000

.673

su hai long 3

1.000

.774

su hai long 4

1.000

.441

Extraction Method: Principal Component Analysis.

Total Variance Explained

Component

Initial Eigenvalues

Extraction Sums of Square

d Loadings

Total

% of Variance

Cumulative %

Total

% of Variance

Cumulative %

1

2.608

65.195

65.195

2.608

65.195

65.195

2

.679

16.978

82.173




3

.410

10.252

92.425




4

.303

7.575

100.000




Extraction Method: Principal Component Analysis.



Component Matrixa


Component

1

su hai long 3

.880

su hai long 1

.848

su hai long 2

.821

su hai long 4

.664

Extraction Method: Principal Component Analysis.

a. 1 components extracted.


PHỤ LỤC 7: KẾT QUẢ PHÂN TÍCH HỒI QUY


Variables Entered/Removeda

Model

Variables Entered

Variables Removed

Method


1

sudapung, sutincay, chiphidichvu, suhuuhinh, sudongcam,

sudambaob


.


Enter

a. Dependent Variable: suhailong

b. All requested variables entered.


Model Summaryb

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

Durbin-Watson

1

.703a

.494

.477

.47414

1.847

a. Predictors: (Constant), sudapung, sutincay, chiphidichvu, suhuuhinh, sudongcam, sudambao

b. Dependent Variable: suhailong


ANOVAa

Model

Sum of Squares

df

Mean Square

F

Sig.


Regression

39.672

6

6.612

29.411

.000b

1

Residual

40.691

181

.225




Total

80.363

187




a. Dependent Variable: suhailong

b. Predictors: (Constant), sudapung, sutincay, chiphidichvu, suhuuhinh, sudongcam, sudambao



Coefficientsa

Model

Unstandardized

Coefficients

Standardized Coefficients

t

Sig.

Collinearity Statistics

B

Std. Error

Beta

Tolerance

VIF


(Constant)

.643

.285


2.260

.025




sudongcam

.401

.058

.453

6.864

.000

.642

1.557


sutincay

.051

.059

.050

.867

.387

.831

1.203

1

sudambao

.157

.057

.186

2.753

.007

.613

1.631


chiphidichvu

.116

.054

.127

2.147

.033

.806

1.241


suhuuhinh

.116

.061

.117

1.913

.057

.753

1.329


sudapung

.006

.058

.007

.105

.916

.640

1.563

a. Dependent Variable: suhailong


Collinearity Diagnosticsa


Mo del


Eigenvalu e


Condition Index

Variance Proportions

(Constant

)

sudongca m


sutincay


sudambao

chiphidichv u

suhuuhin h

sudapun g

1

1

6.840

1.000

.00

.00

.00

.00

.00

.00

.00


2

.050

11.662

.03

.03

.09

.53

.00

.03

.00


3

.033

14.404

.01

.24

.12

.00

.42

.01

.04


4

.025

16.686

.00

.61

.27

.39

.03

.00

.03


5

.022

17.621

.02

.06

.00

.04

.17

.00

.91


6

.019

19.153

.00

.05

.34

.01

.05

.80

.01


7

.011

24.870

.94

.00

.18

.03

.33

.16

.00

a. Dependent Variable: suhailong



Residuals Statisticsa


Minimum

Maximum

Mean

Std. Deviation

N

Predicted Value

2.3240

4.4791

3.4801

.46060

188

Residual

-1.53538

1.89798

.00000

.46648

188

Std. Predicted Value

-2.510

2.169

.000

1.000

188

Std. Residual

-3.238

4.003

.000

.984

188

a. Dependent Variable: suhailong


Value 2 510 2 169 000 1 000 188 Std Residual 3 238 4 003 000 984 188 a Dependent Variable suhailong 1

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