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Đo lường mức độ hài lòng của khách hàng cá nhân về dịch vụ thẻ ATM tại NHTMCP Đầu Tư Và Phát Triển Việt Nam Chi Nhánh Tây Nam - 15


$LoiThuongGap Frequencies


Responses

Percent of Cases

N

Percent


May nuot the

12

10.5%

17.6%


May bi hong, loi

19

16.7%

27.9%


May het tien

32

28.1%

47.1%


Tru tien khong ro ly do

4

3.5%

5.9%

$LoiThuongGa pa

Khong in duoc bien lai

9

7.9%

13.2%

Cho doi lau khi giao dich tai may ATM

7

6.1%

10.3%


Phi giao dich cao

9

7.9%

13.2%


Rut phai tien cu, tien rach

22

19.3%

32.4%

Total


114

100.0%

167.6%

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Đo lường mức độ hài lòng của khách hàng cá nhân về dịch vụ thẻ ATM tại NHTMCP Đầu Tư Và Phát Triển Việt Nam Chi Nhánh Tây Nam - 15


DU DINH MO THEM THE



Frequency

Percent

Valid Percent

Cumulative Percent


Co

39

26.0

26.0

26.0

Valid

Khong

111

74.0

74.0

100.0


Total

150

100.0

100.0



GIOI THIEU



Frequency

Percent

Valid Percent

Cumulative Percent


Se khong gioi thieu

10

6.7

6.7

6.7


Co the se gioi thieu

52

34.7

34.7

41.3

Valid

Chac chan se gioi thieu


88


58.7


58.7


100.0


Total

150

100.0

100.0



NH DU DINH MO THE



Frequency

Percent

Valid Percent

Cumulative Percent


111

74.0

74.0

74.0

Agribank

5

3.3

3.3

77.3

Eximbank

6

4.0

4.0

81.3

HD Bank

2

1.3

1.3

82.7

MHB

1

.7

.7

83.3

OCB

3

2.0

2.0

85.3

Oceanbank

1

.7

.7

86.0

Valid





PV Com bank

1

.7

.7

86.7

Sacombank

10

6.7

6.7

93.3

Sai Gon Bank

1

.7

.7

94.0

Techcombank

1

.7

.7

94.7

Vietcombank

6

4.0

4.0

98.7

Vietinbank

2

1.3

1.3

100.0

Total

150

100.0

100.0



MỨC ĐỘ HÀI LÒNG CỦA KHÁCH HÀNG


SU HAI LONG


Frequency

Percent

Valid Percent

Cumulative Percent


Khong dong y

4

2.7

2.7

2.7


Trung binh

26

17.3

17.3

20.0

Valid

Dong y

100

66.7

66.7

86.7


Rat dong y

20

13.3

13.3

100.0


Total

150

100.0

100.0



KẾT QUẢ PHÂN TÍCH CRONBACH’S ALPHA

Độ tin cậy Lần 1

Reliability Statistics

Cronbach's Alpha

N of Items

.699

5

Item-Total Statistics


Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

DTC1

15.73

5.395

.452

.651

DTC2

15.95

5.433

.463

.647

DTC3

15.95

5.065

.554

.609

DTC4

15.63

5.309

.539

.620

DTC5

16.08

4.960

.335

.724


Lần 2

Reliability Statistics

Cronbach's Alpha

N of Items

.724

4


Item-Total Statistics


Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

DTC1

11.97

3.100

.468

.690

DTC2

12.19

3.043

.522

.657

DTC3

12.20

2.819

.590

.614

DTC4

11.87

3.225

.474

.685


Cronbach's Alpha

N of Items

.834

3

Lợi ích nhận được Reliability Statistics


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

LIND

1

6.65

2.096

.730

.736

LIND

2

7.03

1.965

.742

.730

LIND

3

7.09

2.971

.674

.820


Sự đáp ứng Lần 1

Reliability Statistics

Cronbach's Alpha

N of Items

.709

5

Item-Total Statistics


Scale Mean

if Item Deleted

Scale

Variance if Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item Deleted

SDU1

16.39

4.910

.492

.652

SDU2

16.27

4.858

.544

.635

SDU3

15.91

4.837

.483

.654

SDU4

15.99

4.631

.559

.624

SDU5

16.57

4.502

.334

.742


Lần 2

Reliability Statistics

Cronbach's Alpha

N of Items

.742

4

Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

SDU1

12.67

2.919

.461

.724

SDU2

12.56

2.731

.596

.650

SDU3

12.19

2.627

.569

.663

SDU4

12.27

2.723

.519

.693


Cronbach's Alpha

N of Items

.803

5

Phương tiện hữu hình Reliability Statistics


Item-Total Statistics


Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

PTHH 1

15.97

4.550

.623

.755

PTHH

2

15.97

4.670

.629

.754

PTHH

3

15.43

4.891

.463

.803

PTHH

4

15.90

4.332

.625

.753

PTHH

5

15.66

4.481

.606

.759


Cronbach's Alpha

N of Items

.791

3

Sự đảm bảo Reliability Statistics


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

SDB1

8.08

1.376

.574

.776

SDB2

8.08

1.296

.668

.679

SDB3

8.08

1.202

.658

.687


Chi phí

Reliability Statistics

Cronbach's Alpha

N of Items

.705

3

Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

CP1

7.27

1.864

.448

.699

CP2

7.75

1.489

.590

.525

CP3

7.65

1.449

.539

.595



Lần 1

PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.859

Bartlett's Test of Sphericity

Approx. Chi-Square

1437.248

df

231

Sig.

.000


Communalities


Initial

Extraction

DTC1

1.000

.598

DTC2

1.000

.594

DTC3

1.000

.618

DTC4

1.000

.545

LIND1

1.000

.690

LIND2

1.000

.781

LIND3

1.000

.766

SDU1

1.000

.586

SDU2

1.000

.664

SDU3

1.000

.736

SDU4

1.000

.647

PTHH1

1.000

.702

PTHH2

1.000

.696

PTHH3

1.000

.479

PTHH4

1.000

.755

PTHH5

1.000

.733

SDB1

1.000

.630

SDB2

1.000

.699

SDB3

1.000

.647

CP1

1.000

.508

CP2

1.000

.682

CP3

1.000

.669

Extraction Method: Principal Component Analysis.


Total Variance Explained

Compone nt

Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared Loadings

Total

% of Varianc e

Cumulativ e %

Total

% of Varianc e

Cumulativ e %

Total

% of Varianc e

Cumulativ e %

1

7.694

34.971

34.971

7.694

34.971

34.971

2.790

12.680

12.680

2

1.735

7.888

42.859

1.735

7.888

42.859

2.714

12.337

25.017

3

1.465

6.660

49.520

1.465

6.660

49.520

2.540

11.546

36.562

4

1.261

5.733

55.253

1.261

5.733

55.253

2.354

10.702

47.264

5

1.179

5.361

60.614

1.179

5.361

60.614

2.094

9.519

56.783

6

1.088

4.945

65.559

1.088

4.945

65.559

1.931

8.776

65.559

7

.971

4.415

69.975







8

.794

3.609

73.584







9

.665

3.024

76.609







10

.653

2.966

79.575







11

.604

2.746

82.320







12

.564

2.562

84.882







13

.543

2.470

87.352







14

.440

2.001

89.353







15

.384

1.743

91.097







16

.368

1.671

92.768







17

.340

1.544

94.312







18

.310

1.410

95.722







19

.302

1.374

97.096







20

.240

1.090

98.186







21

.208

.946

99.132







22

.191

.868

100.000







Extraction Method: Principal Component Analysis.

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