Đánh giá chất lượng dịch vụ cho vay dành cho khách hàng cá nhân tại Ngân hàng Thương mại Cổ phần Quốc Dân chi nhánh Huế - 11

Correlations

		hl	nlpv	du	tc	pthh
	hl	1.000	.320	.426	.433	.285
	nlpv	.320	1.000	.000	.000	.000
Pearson Correlation	du	.426	.000	1.000	.000	.000
	tc	.433	.000	.000	1.000	.000
	pthh	.285	.000	.000	.000	1.000
	hl	.	.000	.000	.000	.000
	nlpv	.000	.	.500	.500	.500
Sig. (1-tailed)	du	.000	.500	.	.500	.500
	tc	.000	.500	.500	.	.500
	pthh	.000	.500	.500	.500	.
	hl	130	130	130	130	130
	nlpv	130	130	130	130	130
N	du	130	130	130	130	130
	tc	130	130	130	130	130
	pthh	130	130	130	130	130

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• Kiểm Định Về Sự Phù Hợp Của Mô Hình Hồi Quy.
• Giải Pháp Nâng Cao Chất Lượng Dịch Vụ Cho Vay Dành Cho Khách Hàng Cá Nhân Tại Ngân Hàng Tmcp Quốc Dân Chi Nhánh Huế
• Đánh giá chất lượng dịch vụ cho vay dành cho khách hàng cá nhân tại Ngân hàng Thương mại Cổ phần Quốc Dân chi nhánh Huế - 10

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Variables Entered/Removeda

Model	Variables Entered	Variables Removed	Method
1	pthh, tc, du, nlpvb	.	Enter

a. Dependent Variable: hl
b. All requested variables entered.
Model Summaryb

Model	R	R Square	Adjusted R Square	Std. Error of the Estimate	Durbin-Watson
1	.744a	.553	.539	.67893804	1.713

a. Predictors: (Constant), pthh, tc, du, nlpv
b. Dependent Variable: hl
ANOVAa

Model		Sum of Squares	df	Mean Square	F	Sig.
	Regression	71.380	4	17.845	38.713	.000b
1	Residual	57.620	125	.461
	Total	129.000	129

a. Dependent Variable: hl
b. Predictors: (Constant), pthh, tc, du, nlpv

Coefficientsa

Model		Unstandardized		Coefficients	Standardized Coefficients	t	Sig.	Collinearity	Statistics
		B	Std. Error	Beta	Tolerance			VIF
	(Constant)	-3.148E-016	.060		.000	1.000
	nlpv	.320	.060	.320	5.353	.000	1.000	1.000
1	du	.426	.060	.426	7.132	.000	1.000	1.000
	tc	.433	.060	.433	7.249	.000	1.000	1.000
	pthh	.285	.060	.285	4.773	.000	1.000	1.000

a. Dependent Variable: hl
Collinearity Diagnosticsa

Model	Dimension	Eigenvalue	Condition Index	Variance			Proportions
				(Constant)	nlpv	du	tc	pthh
	1	1.000	1.000	.00	.15	.14	.70	.00
	2	1.000	1.000	1.00	.00	.00	.00	.00
1	3	1.000	1.000	.00	.19	.53	.28	.00
	4	1.000	1.000	.00	.00	.00	.00	1.00
	5	1.000	1.000	.00	.65	.33	.01	.00

a. Dependent Variable: hl
Residuals Statisticsa

	Minimum	Maximum	Mean	Std. Deviation	N
Predicted Value	-2.4109719	1.3220025	0E-7	.74386583	130
Residual	-3.66153955	1.45256519	0E-8	.66832898	130
Std. Predicted Value	-3.241	1.777	.000	1.000	130
Std. Residual	-5.393	2.139	.000	.984	130

a. Dependent Variable: hl

PHỤ LỤC 6: MỨC ĐỘ ĐÁNH GIÁ TỪNG YẾU TỐ
Statistics

	PTHH1	PTHH2	PTHH3	PTHH4
Valid N Missing Mean	130 0 3.9846	130 0 3.9077	130 0 3.9000	130 0 3.8846

Frequency Table
PTHH1

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	4	3.1	3.1	3.1
	trung lap	31	23.8	23.8	26.9
Valid	dong y	58	44.6	44.6	71.5
	rat dong y	37	28.5	28.5	100.0
	Total	130	100.0	100.0

PTHH2

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	5	3.8	3.8	3.8
	trung lap	28	21.5	21.5	25.4
Valid	dong y	71	54.6	54.6	80.0
	rat dong y	26	20.0	20.0	100.0
	Total	130	100.0	100.0

PTHH3

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	4	3.1	3.1	3.1
	trung lap	31	23.8	23.8	26.9
Valid	dong y	69	53.1	53.1	80.0
	rat dong y	26	20.0	20.0	100.0
	Total	130	100.0	100.0

PTHH4

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	25	19.2	19.2	23.8
Valid	dong y	77	59.2	59.2	83.1
	rat dong y	22	16.9	16.9	100.0
	Total	130	100.0	100.0

Statistics

		NLPV1	NLPV2	NLPV3	NLPV4	NLPV5
N	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		4.0000	3.7308	3.9154	3.8692	3.7846

Frequency Table
NLPV1

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	9	6.9	6.9	6.9
	trung lap	23	17.7	17.7	24.6
Valid	dong y	57	43.8	43.8	68.5
	rat dong y	41	31.5	31.5	100.0
	Total	130	100.0	100.0

NLPV2

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	9	6.9	6.9	6.9
	trung lap	33	25.4	25.4	32.3
Valid	dong y	72	55.4	55.4	87.7
	rat dong y	16	12.3	12.3	100.0
	Total	130	100.0	100.0

NLPV3

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	3	2.3	2.3	2.3
	trung lap	35	26.9	26.9	29.2
Valid	dong y	62	47.7	47.7	76.9
	rat dong y	30	23.1	23.1	100.0
	Total	130	100.0	100.0

NLPV4

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	8	6.2	6.2	6.2
	trung lap	32	24.6	24.6	30.8
Valid	dong y	59	45.4	45.4	76.2
	rat dong y	31	23.8	23.8	100.0
	Total	130	100.0	100.0

NLPV5

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	5	3.8	3.8	3.8
	trung lap	39	30.0	30.0	33.8
Valid	dong y	65	50.0	50.0	83.8
	rat dong y	21	16.2	16.2	100.0
	Total	130	100.0	100.0

Statistics

		TC1	TC2	TC3	TC4	TC5
N	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		4.0154	3.9923	3.8846	3.9462	4.0615

Frequency Table
TC1

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	23	17.7	17.7	22.3
Valid	dong y	64	49.2	49.2	71.5
	rat dong y	37	28.5	28.5	100.0
	Total	130	100.0	100.0

TC2

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	7	5.4	5.4	5.4
	trung lap	26	20.0	20.0	25.4
Valid	dong y	58	44.6	44.6	70.0
	rat dong y	39	30.0	30.0	100.0
	Total	130	100.0	100.0

TC3

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	28	21.5	21.5	26.2
Valid	dong y	71	54.6	54.6	80.8
	rat dong y	25	19.2	19.2	100.0
	Total	130	100.0	100.0

TC4

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	27	20.8	20.8	25.4
Valid	dong y	65	50.0	50.0	75.4
	rat dong y	32	24.6	24.6	100.0
	Total	130	100.0	100.0

TC5

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	3	2.3	2.3	2.3
	trung lap	27	20.8	20.8	23.1
Valid	dong y	59	45.4	45.4	68.5
	rat dong y	41	31.5	31.5	100.0
	Total	130	100.0	100.0

Statistics

		DU1	DU2	DU3	DU4	DU5
N	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		3.7154	3.7846	3.8538	3.8846	3.8000

Frequency Table
DU1

		Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong	1	.8	.8	.8
	khong dong y	5	3.8	3.8	4.6
Valid	trung lap dong y	42 64	32.3 49.2	32.3 49.2	36.9 86.2
	rat dong y	18	13.8	13.8	100.0
	Total	130	100.0	100.0

DU2

		Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong	1	.8	.8	.8
	khong dong y	6	4.6	4.6	5.4
Valid	trung lap dong y	33 70	25.4 53.8	25.4 53.8	30.8 84.6
	rat dong y	20	15.4	15.4	100.0
	Total	130	100.0	100.0

DU3

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	34	26.2	26.2	30.8
Valid	dong y	63	48.5	48.5	79.2
	rat dong y	27	20.8	20.8	100.0
	Total	130	100.0	100.0

DU4

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	8	6.2	6.2	6.2
	trung lap	31	23.8	23.8	30.0
Valid	dong y	59	45.4	45.4	75.4
	rat dong y	32	24.6	24.6	100.0
	Total	130	100.0	100.0

DU5

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	5	3.8	3.8	3.8
	trung lap	35	26.9	26.9	30.8
Valid	dong y	71	54.6	54.6	85.4
	rat dong y	19	14.6	14.6	100.0
	Total	130	100.0	100.0

Statistics

		CT1	CT2	CT3	CT4	CT5
N	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		3.8154	3.7538	3.7692	4.0154	3.6923

Frequency Table
CT1

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	3	2.3	2.3	2.3
	trung lap	41	31.5	31.5	33.8
Valid	dong y	63	48.5	48.5	82.3
	rat dong y	23	17.7	17.7	100.0
	Total	130	100.0	100.0

CT2

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	3	2.3	2.3	2.3
	trung lap	44	33.8	33.8	36.2
Valid	dong y	65	50.0	50.0	86.2
	rat dong y	18	13.8	13.8	100.0
	Total	130	100.0	100.0

CT3

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	4	3.1	3.1	3.1
	trung lap	36	27.7	27.7	30.8
Valid	dong y	76	58.5	58.5	89.2
	rat dong y	14	10.8	10.8	100.0
	Total	130	100.0	100.0

CT4

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	3	2.3	2.3	2.3
	trung lap	27	20.8	20.8	23.1
Valid	dong y	65	50.0	50.0	73.1
	rat dong y	35	26.9	26.9	100.0
	Total	130	100.0	100.0

CT5

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	5	3.8	3.8	3.8
	trung lap	39	30.0	30.0	33.8
Valid	dong y	77	59.2	59.2	93.1
	rat dong y	9	6.9	6.9	100.0
	Total	130	100.0	100.0

Statistics

	HL1	HL2	HL3
Valid N Missing Mean	130 0 3.9538	130 0 3.8385	130 0 3.7385

Frequency Table
HL1

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	5	3.8	3.8	3.8
	trung lap	30	23.1	23.1	26.9
Valid	dong y	61	46.9	46.9	73.8
	rat dong y	34	26.2	26.2	100.0
	Total	130	100.0	100.0

HL2

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	30	23.1	23.1	27.7
Valid	dong y	73	56.2	56.2	83.8
	rat dong y	21	16.2	16.2	100.0
	Total	130	100.0	100.0

HL3

		Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	38	29.2	29.2	33.8
Valid	dong y	70	53.8	53.8	87.7
	rat dong y	16	12.3	12.3	100.0
	Total	130	100.0	100.0