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Evaluation of the quality of savings deposit services at the Thua Thien Hue Bank for Agriculture and Rural Development - Phu Vang branch in the period 2011 - 2013 - 9


Customer care factor


23

Agribank Phu Vang has a customer care program on important holidays.

weight






24

Agribank Phu Vang has many programs

attractive promotion






25

Agribank Phu Vang has many incentives for

client






General assessment


26

You are satisfied with the quality of deposit services of Agribank Phu My branch.

Echoing.







27

Do you intend to introduce your friends and relatives to our deposit service?

Agribank Phu Vang branch







28

You can continue to use the services of Agribank Phu Vang branch in

next time






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Evaluation of the quality of savings deposit services at the Thua Thien Hue Bank for Agriculture and Rural Development - Phu Vang branch in the period 2011 - 2013 - 9

Question 5: Please give your comments to improve the quality of deposit services of Agribank Phu Vang branch ?

................................................................ ................................................................ ..........................................

................................................................ ................................................................ ..........................................

Question 6: Gender:MaleFemale

Question 7: Age:Under 23From 24 – 35From 36 – 55Over 55

Question 8: What is your educational level?

High school or lowerIntermediate, CollegeUniversityPostgraduate

Question 9: What is your occupation?

CBCNVCBusinessLaborRetirement

Other:…..........................................................................................

Question 10: What is your average monthly income?

Under 3 millionFrom 3 - 5 millionFrom 5 - 10 millionOver 10 million Sincerely thank you for your cooperation!!!

Customer Name:.....................................................................Phone Number:......................................

Address.........................................................................................................................

Appendix 2: SPSS results table

1. Descriptive statistics of survey sample:


How long has the service been used?


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

"under 6 months"

33

23.1

23.1

23.1

from 6 months to 1 year

36

25.2

25.2

48.3

from 1 to 2 years

35

24.5

24.5

72.7

over 2 years

39

27.3

27.3

100.0

Total

143

100.0

100.0



sex



Frequency


Percent


Valid Percent

Cumulative Percent

Valid

male

81

56.6

56.6

56.6

woman

62

43.4

43.4

100.0

Total

143

100.0

100.0



age



Frequency


Percent


Valid Percent

Cumulative Percent

Valid

under 23

15

10.5

10.5

10.5

from 24 to 35

48

33.6

33.6

44.1

from 36 to 55

61

42.7

42.7

86.7

over 55

19

13.3

13.3

100.0

Total

143

100.0

100.0



literacy



Frequency


Percent


Valid Percent

Cumulative Percent

Valid

High school or lower

52

36.4

36.4

36.4

university

26

18.2

18.2

54.5

intermediate or college

31

21.7

21.7

76.2

after college

34

23.8

23.8

100.0

Total

143

100.0

100.0



career



Frequency


Percent


Valid Percent

Cumulative Percent

Valid

CBCNVC

31

21.7

21.7

21.7

labor

47

32.9

32.9

54.5

business

51

35.7

35.7

90.2

knowledge

14

9.8

9.8

100.0

Total

143

100.0

100.0



monthly income



Frequency


Percent


Valid Percent

Cumulative Percent

Valid

under 3 million

13

9.1

9.1

9.1

from 3 to 5 million

49

34.3

34.3

43.4

from 5 to 10 million

60

42.0

42.0

85.3

over 10 million

21

14.7

14.7

100.0

Total

143

100.0

100.0



$othertransactions Frequencies




Responses


Percent of Cases


N

Percent

other transaction

deposit money into account

74

18.4%

51.7%

transfer money

89

22.1%

62.2%

loan

79

19.7%

55.2%

withdraw savings

104

25.9%

72.7%

withdraw money and send it back

56

13.9%

39.2%

Total

402

100.0%

281.1%

a. Dichotomy group tabulated at value 1.

$reason Frequencies


Responses


Percent of Cases

N

Percent

Reasons for choosing a bank for transactions

reputable bank

34

7.0%

23.9%

professional staff

126

26.0%

88.7%

have acquaintance in bank

63

13.0%

44.4%

convenient location

66

13.6%

46.5%

competition

67

13.8%

47.2%

many promotions

40

8.2%

28.2%

fast transaction time

89

18.4%

62.7%

Total

485

100.0%

341.5%

a. Dichotomy group tabulated at value 1.


2. Cronbach's Alpha coefficient of observed variable groups.


Reliability Statistics

Cronbach's Alpha


N of Items

.726

5


Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

use modern technology

13.3706

8,488

.542

.656

open and airy space

13.2168

9,058

.442

.698

for safe and convenient shipping

13.2727

8,904

.576

.647

trading wheels, scientific charts

13.1748

9,117

.452

.693

convenient time

13.1748

9,441

.428

.701


Reliability Statistics

Cronbach's Alpha


N of Items

.650

6


Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

feel secure

17.7902

8,829

.262

.646


trust the information provided

18.1469

7,352

.499

.561

Provide service as described

18.0769

7,818

.417

.594

accurate transaction no error

18.0490

7,836

.491

.571

good customer information security

18.1119

7,509

.474

.571

transparent financial situation

17.6573

8,663

.181

.687


Reliability Statistics

Cronbach's Alpha


N of Items

.965

3


Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

reasonable interest rate

7.6503

3,722

.933

.943

fixed interest rate

7.7273

3,707

.920

.953

how to calculate clearly and accurately

7.6993

3,705

.924

.950


Reliability Statistics

Cronbach's Alpha


N of Items

.841

3


Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

Fast transaction time

7.1538

2.004

.735

.751

simple procedure

7.1748

2,385

.658

.823

easy to find information about the service

7.1678

2,169

.728

.757


Reliability Statistics

Cronbach's Alpha

N of Items

.788

5


Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation


Cronbach's Alpha if Item Deleted

historical uniform staff

13.5664

5,754

.622

.729

Staff enthusiastically answered and guided

13.9720

7,225

.311

.823

history officer, waiter

13.9860

5.901

.704

.705

Knowledgeable staff to advise you

14.0979

6.103

.549

.754


Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation


Cronbach's Alpha if Item Deleted

historical uniform staff

13.5664

5,754

.622

.729

Staff enthusiastically answered and guided

13.9720

7,225

.311

.823

history officer, waiter

13.9860

5.901

.704

.705

Knowledgeable staff to advise you

14.0979

6.103

.549

.754

professional working style

13.8601

5,896

.672

.714


Reliability Statistics

Cronbach's Alpha

N of Items

.836

3



Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation


Cronbach's Alpha if Item Deleted

have customer care program on holidays

7.0490

2,244

.697

.774

There are many attractive promotions.

7.2308

2.108

.738

.733

There are many incentives for customers.

7.0629

2,327

.661

.809

3. Cronbach's Alpha coefficient of dependent variable group


Reliability Statistics

Cronbach's Alpha

N of Items

.644

3


Item-Total Statistics



Scale Mean if Item Deleted


Scale Variance if Item Deleted

Corrected Item-Total Correlation


Cronbach's Alpha if Item Deleted

are you satisfied

6.7972

1,149

.417

.596

introduce to your friends

6.8182

1,051

.537

.431

continue using the service

6.7902

1,153

.412

.603


4. Correlation regression and related tests.

a. Test the correlation coefficient.


Correlations


HH

TC

LS

DU

NV

KH

Y


HH

Pearson Correlation

1

.164 *

.554 **

.355 **

.411 **

.313 **

.595 **

Sig. (2-tailed)


.050

.000

.000

.000

.000

.000

N

143

143

143

143

143

143

143


TC

Pearson Correlation

.164 *

1

.232 **

.362 **

.532 **

.409 **

.590 **

Sig. (2-tailed)

.050


.005

.000

.000

.000

.000

N

143

143

143

143

143

143

143


LS

Pearson Correlation

.554 **

.232 **

1

.518 **

.384 **

.535 **

.554 **

Sig. (2-tailed)

.000

.005


.000

.000

.000

.000

N

143

143

143

143

143

143

143



DU

Pearson Correlation

.355 **

.362 **

.518 **

1

.562 **

.894 **

.581 **

Sig. (2-tailed)

.000

.000

.000


.000

.000

.000

N

143

143

143

143

143

143

143


NV

Pearson Correlation

.411 **

.532 **

.384 **

.562 **

1

.571 **

.629 **

Sig. (2-tailed)

.000

.000

.000

.000


.000

.000

N

143

143

143

143

143

143

143


KH

Pearson Correlation

.313 **

.409 **

.535 **

.894 **

.571 **

1

.548 **

Sig. (2-tailed)

.000

.000

.000

.000

.000


.000

N

143

143

143

143

143

143

143

Y

Pearson Correlation

.595 **

.590 **

.554 **

.581 **

.629 **

.548 **

1

Sig. (2-tailed)

.000

.000

.000

.000

.000

.000


N

143

143

143

143

143

143

143

*. Correlation is significant at the 0.05 level (2-tailed).

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


b. Regression model fit.


Model Summary

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

1

.829a​

.687

.673

.27852

a. Predictors: (Constant), KH,HH,TC,LS,DU,NV,KH


c. Test the suitability of the regression model.


ANOVA b

Model

Sum of Squares

df

Mean Square

F

Sig.

1

Regression

23,130

6

3,855

49,694

.000 a

Residual

10,550

136

.078



Total

33,680

142





b. Dependent Variable: Y


a. Predictors: (Constant), KH,HH,TC,LS,NV,DU

d. Check for multicollinearity.


Coefficients a

Model

95.0% Confidence Interval for B

Collinearity Statistics

Lower Bound

Upper Bound

Tolerance

VIF

1

(Constant)

.309

.958



HH

.140

.301

.627

1,595

TC

.184

.350

.693

1,443

LS

.011

.142

.547

1,828

DU

.037

.333

.192

5.210

NV

.018

.233

.507

1,972

KH

-.231

.073

.180

5.545

a. Dependent Variable: Y


e. Assume independence of errors.


Model Summary b

Model

Change Statistics


Durbin-Watson

R Square Change

F Change

df1

df2

Sig. F Change

1

.687a​

49,694

6

136

.000

1,868

a. Predictors: (Constant), KH,HH,TC,LS,NV,DU

b. Dependent Variable: Y

f. Results of multiple regression analysis.

- First time:


Coefficients a

Model


Unstandardized Coefficients

Standardized Coefficients


t


Sig.

B

Std. Error

Beta

1

(Constant)

.634

.164


3,857

.000

HH

.220

.041

.328

5,419

.000

TC

.267

.042

.368

6,382

.000

LS

.076

.033

.149

2.301

.023

DU

.185

.075

.270

2,468

.015

NV

.126

.054

.156

2,315

.022

KH

-.079

.077

-.116

-1.028

.306

a. Dependent Variable: Y


- 2nd time:


Coefficients a

Model


Unstandardized Coefficients

Standardized Coefficients


t


Sig.

B

Std. Error

Beta

1

(Constant)

.631

.164


3,838

.000

HH

.227

.040

.338

5,629

.000

TC

.261

.041

.360

6,300

.000

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