Evaluation of the quality of savings deposit services for individual customers at Dong A Commercial Joint Stock Bank - Hue Branch

Table 17: Rotated Component Matrix a in the second factor analysis

Rotated Component Matrix a

Component
1	2	3	4	5
DU1: Bank employee
full and accurate information	,736
accurate, timely
DU2: simple and quick savings deposit procedure	,679
DU3: bank employee
Consulting ready to help	,679
by QK in every situation
DU7: attractive promotion policy	,675
DU5: The appeal of
QK is always resolved peacefully	,639
spread
DU6: always a bank employee
serving the whole country	,614
peak time

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,558
TC3: NH guarantees the issue
face mask for each other transactions and personal information	,790
QK's character
TC2: Bank performs the operations
accurate service,	,695
no error
TC4: The bank creates trust and peace of mind for QK	,641
TC1: The bank provides services at the committed time.	,614
DC1: staff always listen		,808

DU4: Interest rate corresponding to reasonable deposit period

Rotated Component Matrix a

Component
1	2	3	4	5
DC2: staff pay attention to each customer's needs			,677
DC3: staff care about the rights of each individual customer			,666
DC4: Staff cares about customer's personal issues and provides solution advice			,612
HH4: money saving account				,797
HH2: NH's physical facilities and equipment serve QK well				,683
HH3: how to arrange intersection
translation, logical diagram				,635
money

			,586
			PV2: bank staff have enough
			knowledge transfer ability advice, answer questions		,824
			QK's name
			PV1: Bank staff are polite, respectful, and considerate of customers.		,788
			PV3: I feel sorry for the bank staff
			sense of security for customers		,610
			transaction

HH1: neat and historical staff uniform

3. EFA analysis with dependent factor

Table 18: KMO and Bartlett's Test in factor analysis with dependent factor

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

,743
Approx. Chi-Square	230,707
Bartlett's Test of Sphericity Df	3
Sig.	,000

Table 19: Total variance extracted in factor analysis with dependent factor

Total Variance Explained

Component

Initial		Eigenvalues	Extraction Sums of Squared Loadings
Total	% of Variance	Cumulative %	Total	% of Variance	Cumulative %
1	2,410	80,343	80,343	2,410	80,343	80,343
2	,315	10,511	90,854
3	,274	9,146	100,000

Table 20: Component Matrix a in factor analysis with dependent factor

Component Matrix a

Component

GTNK: I WILL INTRODUCE MY FRIENDS TO THE TK GUIDE

TTG:SE CONTINUE GUIDE TO HOME PAYMENT

HLC: QK is satisfied with the quality of TGTK service at DAB

,903

,898

,888

4. Correlation analysis

Table 21: Results of correlation analysis between independent and dependent variables

Correlations

HH	DU	TC	PV	DC	DGC
	Pearson Correlation	1	,200 *	,363 **	,186 *	,259 **	,552 **
HH	Sig. (2-tailed)		,014	,000	,023	,001	,000
	N	150	150	150	150	150	150
	Pearson Correlation	,200 *	1	,435 **	,367 **	,314 **	,561 **
DU	Sig. (2-tailed)	,014		,000	,000	,000	,000
	N	150	150	150	150	150	150
	Pearson Correlation	,363 **	,435 **	1	,415 **	,419 **	,606 **
TC	Sig. (2-tailed)	,000	,000		,000	,000	,000
	N	150	150	150	150	150	150
PV	Pearson Correlation	,186 *	,367 **	,415 **	1	,341 **	,569 **

Sig. (2-tailed)	,023	,000	,000		,000	,000
	N	150	150	150	150	150	150
	Pearson Correlation	,259 **	,314 **	,419 **	,341 **	1	,507 **
DC	Sig. (2-tailed)	,001	,000	,000	,000		,000
	N	150	150	150	150	150	150
	Pearson Correlation	,552 **	,561 **	,606 **	,569 **	,507 **	1
DGC	Sig. (2-tailed)	,000	,000	,000	,000	,000
	N	150	150	150	150	150	150

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

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

5. Test for normal distribution

Table 22: Results of normal distribution test of factors

Statistics

HH	DU	TC	PV	DC	DGC
Valid	150	150	150	150	150	150
N
Missing	0	0	0	0	0	0
Mean	3,7617	4,5514	4,5150	4,6533	4,4067	4,1533
Std. Deviation	,48061	,38993	,43853	,41572	,45294	,69582
Skewness	-,469	-,846	-1,076	-1,123	-1,110	-,109
Std. Error of Skewness	,198	,198	,198	,198	,198	,198
Kurtosis	-,625	-,158	1,424	,608	,615	-1,419
Std. Error of Kurtosis	,394	,394	,394	,394	,394	,394

6. Regression analysis

Table 23: Model fit test and Durbin-Watson

Model Summary b

Model

R	R Square	Adjusted R Square	Std. Error of the Estimate	Durbin-Watson
1	, 829a	,687	,676	,39618	1,606

a. Predictors: (Constant), DC, HH, DU, PV, TC

b. Dependent Variable: DGC

Table 24: ANOVA test in regression analysis

ANOVA a

Model

Sum of Squares	df	Mean Square	F	Sig.
	Regression	49,538	5	9,908	63,122	,000 b
1	Residual	22,602	144	,157
	Total	72,140	149

Table 25: Regression analysis results by Enter method

Coefficients a

Model

Unstandardized Coefficients

Standardized Coefficients

Sig.

Correlations

Std. Error

Beta

Zero-order

(Constant)

-4,408

,489

,494

,073

,338

-8,918

6,686

,000

,552

,463	,096	,259	4,836	,000	,561
TC	,296	,093	,186	3,187	,002	,606
PV	,464	,089	,277	5,191	,000	,569
DC	,254	,082	,166	3,111	,002	,507

Coefficients a

Model

Correlations		Collinearity	Statistics
Partial	Part	Tolerance	VIF
	(Constant)
	HH	,487	,312	,853	1,172
	DU	,374	,226	,757	1,321
1
	TC	,257	,149	,636	1,572
	PV	,397	,242	,761	1,313
	DC	,251	,145	,769	1,301

6. One - sample T – test

Table 26: One- Sample T – test for Tangibles

One-Sample Statistics

N	Mean	Std. Deviation	Std. Error Mean
HH	150	3,7617	,48061	,03924
HH1: neat and historical staff uniform	150	4,6933	,50430	,04118
HH2: NH's physical facilities and equipment serve QK well	150	3,7267	,63348	,05172
HH3: how to arrange intersection
translation, logical diagram	150	3.5667	,74561	,06088
money
HH4: money saving account	150	3,0600	,82111	,06704

Test			Value	=	4
T	df	Sig. (2-tailed)	Mean Difference	95% Confidence Interval of the Difference
T	df	Sig. (2-tailed)	Mean Difference	Lower
HH	-6,073	149	,000	-,23833	-,3159
HH1: neat and historical staff uniform	16,838	149	,000	,69333	,6120
HH2: NH's physical facilities and equipment serve QK well	-5,285	149	,000	-,27333	-,3755
HH3: how to arrange intersection
translation, logical diagram	-7,118	149	,000	-,43333	-,5536
money
HH4: money saving account	-14,021	149	,000	-,94000	-1.0725

Table 27: One - sample T - test for Service Capacity

One-Sample Statistics

N	Mean	Std. Deviation	Std. Error Mean
PV	150	4,6533	,41572	,03394
PV1: Bank staff are polite, respectful, and considerate of customers.	150	4,6867	,49340	,04029
PV2: bank staff have enough
professional knowledge and skills to advise and answer questions	150	4,6800	,52226	,04264
QK's name
PV3: I feel sorry for the bank staff
sense of security for customers	150	4,5933	,51938	,04241
transaction

Test			Value	=	5
T	df	Sig. (2-tailed)	Mean Difference	95% Confidence Interval of the Difference
T	df	Sig. (2-tailed)	Mean Difference	Lower
PV	-10,213	149	,000	-,34667	-,4137
PV1: Bank staff are polite, respectful, and considerate of customers.	-7,778	149	,000	-,31333	-,3929
PV2: bank staff have enough
professional knowledge and skills to advise and answer questions	-7,504	149	,000	-,32000	-,4043
QK's name
PV3: I feel sorry for the bank staff
sense of security for customers	-9,590	149	,000	-,40667	-,4905
transaction

Table 28: One - sample T – test for Responsiveness

One-Sample Statistics

N	Mean	Std. Deviation	Std. Error Mean
DU	150	4,5514	,38993	,03184
DU1: Bank employee
full and accurate information	150	4,6000	,53092	,04335
accurate, timely
DU2: simple and quick savings deposit procedure	150	4,5800	,53433	,04363
DU3: bank employee
Consulting ready to help	150	4,7467	,48031	,03922
by QK in every situation
DU4: Interest rate corresponding to reasonable deposit period	150	4,4800	,53995	,04409
DU5: The appeal of
QK is always resolved peacefully	150	4,4600	,60899	,04972
spread
DU6: always a bank employee
serving the whole country	150	4,5200	,57603	,04703
peak time
DU7: attractive promotion policy	150	4.4733	,71133	,05808

Test			Value	=	5
T	df	Sig. (2-tailed)	Mean Difference	95% Confidence Interval of the Difference
T	df	Sig. (2-tailed)	Mean Difference	Lower
DU	-14,089	149	,000	-,44857	-,5115
DU1: Bank employee
full and accurate information	-9,227	149	,000	-,40000	-,4857
accurate, timely
DU2: simple and quick savings deposit procedure	-9,627	149	,000	-,42000	-,5062
DU3: bank employee
Consulting ready to help	-6,460	149	,000	-,25333	-,3308
by QK in every situation
DU4: Interest rate corresponding to reasonable deposit period	-11,795	149	,000	-,52000	-,6071
DU5: The appeal of
QK is always resolved peacefully	-10,860	149	,000	-,54000	-,6383
spread
DU6: always a bank employee
serving the whole country	-10,206	149	,000	-,48000	-,5729
peak time
DU7: attractive promotion policy	-9,068	149	,000	-,52667	-,6414

Table 29: One - sample T - test for the variable Reliability

One-Sample Statistics

N	Mean	Std. Deviation	Std. Error Mean
TC	150	4,5150	,43853	,03581
TC1: The bank provides services at the committed time.	150	4,4800	,55224	,04509
TC2: Bank performs the operations
accurate service,	150	4,5267	,57576	,04701
no error
TC3: NH guarantees the issue
Security for transactions and personal information	150	4,5200	,56426	,04607
QK's character

trust and peace of mind for QK

150

4,5333

,59828

,04885

TC4: NH can create water

Test			Value	=	5
T	df	Sig. (2-tailed)	Mean Difference	95% Confidence Interval of the Difference
T	df	Sig. (2-tailed)	Mean Difference	Lower
TC	-13,545	149	,000	-,48500	-,5558
TC1: The bank provides services at the committed time.	-11,532	149	,000	-,52000	-,6091
TC2: Bank performs the operations
accurate service,	-10,069	149	,000	-,47333	-,5662
no error
TC3: NH guarantees the issue
Security for transactions and personal information	-10,419	149	,000	-,48000	-,5710
QK's character
TC4: The bank creates trust and peace of mind for QK	-9,553	149	,000	-,46667	-,5632

Table 30: One - sample T - test for the variable Empathy

One-Sample Statistics

Mean

Std. Deviation

Std. Error Mean

150

4,4067

,45294

,03698

DC1: staff always listen

150

4,5733

,62763

,05125

DC2: staff pay attention to each customer's needs

150

4,3267

,60752

,04960

DC3: staff care about the rights of each individual customer

150

4,1733

,63189

,05159

DC4: Staff cares about customer's personal issues and provides solution advice

150

4,5533

,58547

,04780

Test			Value	=	5
T	df	Sig. (2-tailed)	Mean Difference	95% Confidence Interval of the Difference
T	df	Sig. (2-tailed)	Mean Difference	Lower
DC	-16,044	149	,000	-,59333	-,6664
DC1: staff always listen	-8,326	149	,000	-,42667	-,5279
DC2: staff pay attention to each customer's needs	-13,574	149	,000	-,67333	-,7714
DC3: staff care about the rights of each individual customer	-16,023	149	,000	-,82667	-,9286
DC4: Staff cares about customer's personal issues and provides solution advice	-9,344	149	,000	-,44667	-,5411

Table 31: One - sample T - test for the variable Customer's general assessment of TGTKCN service quality

One-Sample Statistics

N	Mean	Std. Deviation	Std. Error Mean
DGC	150	4,1533	,69582	,05681
HLC: QK is satisfied with the quality of TGTK service at DAB	150	4,1933	,75704	,06181
TTG:SE CONTINUE GUIDE TO HOME PAYMENT	150	4,1733	,75748	,06185
GTNK: I WILL INTRODUCE MY FRIENDS TO THE TK GUIDE	150	4.0933	,81386	,06645