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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 - 17



Component Matrixa


Component

1

2

3

4

5

6

LIND1

.694



.567




.504

SDU1

.691


LIND2

.661


SDB1

.657


LIND3

.649


PTHH4

.646


PTHH5

.633


DTC3

.617


SDU4

.599


PTHH2

.585


SDB3

.581


PTHH1

.578


SDU2

.552


SDB2

.550


CP3

.544


CP2

.543


SDU3



DTC1

.509

.598

DTC2

.541

.571

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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 - 17

Extraction Method: Principal Component Analysis.

a. 6 components extracted.


Rotated Component Matrixa


Component

1

2

3

4

5

6

LIND2

.826






LIND3

.799






LIND1

.749






SDU1

.550






SDB2


.831





SDB3


.768





SDB1


.671





PTHH4



.737




PTHH5



.737




PTHH1



.697




PTHH2



.684




SDU3




.830



SDU2




.726



SDU4




.678



DTC2





.808


DTC1





.781


DTC3







CP2






.751

CP3






.683

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

a. Rotation converged in 12 iterations.


Component Transformation Matrix

Component

1

2

3

4

5

6

1

.521

.430

.432

.374

.367

.288

2

-.601

.577

.486

-.104

-.129

-.205

3

-.164

-.458

.307

.620

.172

-.504

4

-.463

.248

-.560

.484

.308

.285

5

-.144

-.133

.063

-.480

.848

-.095

6

-.326

-.439

.407

.000

-.072

.728

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


Lần 4


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.841

Bartlett's Test of Sphericity

Approx. Chi-Square

1141.862

df

153

Sig.

.000


Communalities


Initial

Extraction

DTC1

1.000

.747

DTC2

1.000

.725

LIND1

1.000

.706

LIND2

1.000

.791

LIND3

1.000

.739

SDU1

1.000

.570

SDU2

1.000

.662

SDU3

1.000

.738

SDU4

1.000

.660

PTHH1

1.000

.750

PTHH2

1.000

.715

PTHH4

1.000

.759

PTHH5

1.000

.784

SDB1

1.000

.620

SDB2

1.000

.762

SDB3

1.000

.731

CP2

1.000

.694

CP3

1.000

.695

Extraction Method: Principal Component Analysis.



Total Variance Explained


Compone nt

Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared Loadings

Total

% of Varian ce

Cumulati ve %

Total

% of Varianc e

Cumula tive %

Total

% of Varianc e

Cumula tive %

1

6.450

35.834

35.834

6.450

35.834

35.834

2.835

15.749

15.749

2

1.680

9.335

45.169

1.680

9.335

45.169

2.358

13.098

28.847

3

1.403

7.796

52.965

1.403

7.796

52.965

2.319

12.886

41.733

4

1.195

6.642

59.607

1.195

6.642

59.607

2.046

11.364

53.097

5

1.099

6.107

65.714

1.099

6.107

65.714

1.670

9.280

62.377

6

1.019

5.660

71.374

1.019

5.660

71.374

1.620

8.998

71.374

7

.718

3.988

75.362







8

.664

3.690

79.052







9

.584

3.243

82.296







10

.543

3.018

85.314







11

.498

2.766

88.080







12

.413

2.292

90.372







13

.358

1.987

92.359







14

.327

1.815

94.174







15

.323

1.794

95.968







16

.298

1.655

97.623







17

.222

1.236

98.859







18

.205

1.141

100.000







Extraction Method: Principal Component Analysis.


Component Matrixa


Component

1

2

3

4

5

6

LIND1

.696



.571




SDU1

.688


LIND2

.666


PTHH4

.657


LIND3

.651


SDB1

.650


PTHH5

.636


SDU4

.603


PTHH2

.589


SDB3

.588


PTHH1

.576


SDU2

.559


SDB2

.554


CP3

.549


CP2

.549


SDU3



DTC1

.505

.623

DTC2

.527

.534

Extraction Method: Principal Component Analysis.

a. 6 components extracted.

Rotated Component Matrixa


Component

1

2

3

4

5

6

LIND2

.834






LIND3

.801






LIND1

.755






SDU1

.556






PTHH5


.743





PTHH4


.734





PTHH1


.708





PTHH2


.684





SDB2



.839




SDB3



.788




SDB1



.654




SDU3




.830



SDU2




.723



SDU4




.683



CP2





.754


CP3





.691


DTC1






.820

DTC2






.791




Component Transformation Matrix

Component

1

2

3

4

5

6

1

.530

.447

.427

.385

.307

.308

2

-.605

.489

.571

-.102

-.201

-.133

3

-.154

.317

-.461

.628

-.496

.151

4

-.450

-.544

.250

.533

.310

.244

5

-.238

.163

-.220

-.394

.137

.833

6

.265

-.371

.411

-.087

-.710

.333

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


KIỂM ĐỊNH THANG ĐO BẰNG PHƯƠNG PHÁP HỒI QUY TƯƠNG QUAN BỘI

Ma trận tương quan



Correlations


SHL

LIND

PTHH

SDB

SDU

CP

DTC


Pearson Correlation

1

.597**

.594**

.679**

.446**

.545**

.456**

SHL

Sig. (2-tailed)


.000

.000

.000

.000

.000

.000


N

150

150

150

150

150

150

150


LIN D

Pearson

Correlation

.597**

1

.469**

.388**

.465**

.498**

.438**

Sig. (2-tailed)

.000


.000

.000

.000

.000

.000


N

150

150

150

150

150

150

150


PTH H

Pearson

Correlation

.594**

.469**

1

.513**

.431**

.337**

.366**

Sig. (2-tailed)

.000

.000


.000

.000

.000

.000


N

150

150

150

150

150

150

150


SDB

Pearson

Correlation

.679**

.388**

.513**

1

.368**

.409**

.341**

Sig. (2-tailed)

.000

.000

.000


.000

.000

.000


N

150

150

150

150

150

150

150


SDU

Pearson

Correlation

.446**

.465**

.431**

.368**

1

.303**

.346**

Sig. (2-tailed)

.000

.000

.000

.000


.000

.000


N

150

150

150

150

150

150

150


CP

Pearson

Correlation

.545**

.498**

.337**

.409**

.303**

1

.293**

Sig. (2-tailed)

.000

.000

.000

.000

.000


.000


N

150

150

150

150

150

150

150


Pearson

Correlation

.456**

.438**

.366**

.341**

.346**

.293**

1

DTC

Sig. (2-tailed)

.000

.000

.000

.000

.000

.000



N

150

150

150

150

150

150

150

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


Phân tích hệ số tương quian

Variables Entered/Removeda

Model

Variables Entered

Variables Removed

Method


1

DTC, CP, SDU, SDB, PTHH,

LINDb


.


Enter

a. Dependent Variable: SHL

b. All requested variables entered.


Model Summaryb

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

Durbin- Watson

1

.809a

.655

.641

.383

2.169

a. Predictors: (Constant), DTC, CP, SDU, SDB, PTHH, LIND

b. Dependent Variable: SHL


ANOVAa

Model

Sum of Squares

df

Mean Square

F

Sig.


Regression

39.769

6

6.628

45.297

.000b

1

Residual

20.925

143

.146


Total

60.693

149


a. Dependent Variable: SHL

b. Predictors: (Constant), DTC, CP, SDU, SDB, PTHH, LIND

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