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

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

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

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

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

.785

Approx. Chi-Square

279.815

Bartlett's Test of Sphericity df

6

Sig.

.000

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

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

Component

1

su hai long 3

.880

su hai long 1

.848

su hai long 2

.821

su hai long 4

.664

Variables Entered

Variables Removed

Method

1

sudapung, sutincay, chiphidichvu, suhuuhinh, sudongcam,

sudambaob

.

Enter

R

R Square

Adjusted R Square

Std. Error of the Estimate

Durbin-Watson

1

.703a

.494

.477

.47414

1.847

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

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

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

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