APPENDIX 2: DESCRIPTIVE STATISTICS
sex
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Male | 115 | 82.1 | 82.1 | 82.1 | |
Valid | Female | 25 | 17.9 | 17.9 | 100.0 |
Total | 140 | 100.0 | 100.0 |
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Exploratory Factor Analysis Efa For Independent Variables -
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Summary Table of Exploratory Factor Analysis Results Efa -
Exploratory Factor Analysis (EFA) Results for Factors Affecting Customer Satisfaction -
Checking the Reliability of the Factor Scale Before Conducting Exploratory Factor Analysis Efa

Age
Frequency | Percent | Valid Percent | Cumulative Percent | ||
18 - 30 years old | 12 | 8.6 | 8.6 | 8.6 | |
31 - 40 years old | 50 | 35.7 | 35.7 | 44.3 | |
Valid | 41 - 50 years old | 62 | 44.3 | 44.3 | 88.6 |
Over 50 years old | 16 | 11.4 | 11.4 | 100.0 | |
Total | 140 | 100.0 | 100.0 |
Career
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Officers, workers and civil servants | 41 | 29.3 | 29.3 | 29.3 | |
Business, trade | 57 | 40.7 | 40.7 | 70.0 | |
Valid | Workers, freelancers | 13 | 9.3 | 9.3 | 79.3 |
Other occupations | 29 | 20.7 | 20.7 | 100.0 | |
Total | 140 | 100.0 | 100.0 |
Income
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Under 10 million VND/month | 33 | 23.6 | 23.6 | 23.6 | |
Valid | From 10 to 20 million VND/month | 94 | 67.1 | 67.1 | 90.7 |
Over 20 million VND/month | 13 | 9.3 | 9.3 | 100.0 | |
Total | 140 | 100.0 | 100.0 |
Insurance participation period
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Under 1 year | 14 | 10.0 | 10.0 | 10.0 | |
From 1 to 3 years | 42 | 30.0 | 30.0 | 40.0 | |
Valid | From 3 to 5 years | 58 | 41.4 | 41.4 | 81.4 |
Over 5 years | 26 | 18.6 | 18.6 | 100.0 | |
Total | 140 | 100.0 | 100.0 |
Purpose of vehicle use
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Family car | 90 | 64.3 | 64.3 | 64.3 | |
Valid | Business vehicle Hack | 43 7 | 30.7 5.0 | 30.7 5.0 | 95.0 100.0 |
Total | 140 | 100.0 | 100.0 |
Know through which channel
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Through the introduction of friends, relatives | 49 | 35.0 | 35.0 | 35.0 | |
Through television commercials, newspaper, magazine | 6 | 4.3 | 4.3 | 39.3 | |
Valid | Through websites | 12 | 8.6 | 8.6 | 47.9 |
Through sales staff, consultants consultant, dealer system | 42 | 30.0 | 30.0 | 77.9 | |
Through other sources | 31 | 22.1 | 22.1 | 100.0 | |
Total | 140 | 100.0 | 100.0 |
Requires decision to participate in insurance
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Long-standing and reputable operation credit in Vietnam | 42 | 30.0 | 30.0 | 30.0 | |
Quality of customer service good product | 27 | 19.3 | 19.3 | 49.3 | |
Valid | Professional staff career | 8 | 5.7 | 5.7 | 55.0 |
Reasonable price | 34 | 24.3 | 24.3 | 79.3 | |
Convenient company location | 20 | 14.3 | 14.3 | 93.6 | |
Other factors | 9 | 6.4 | 6.4 | 100.0 | |
Total | 140 | 100.0 | 100.0 |
Most important thing
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Coverage | 48 | 34.3 | 34.3 | 34.3 | |
Insurance premium | 55 | 39.3 | 39.3 | 73.6 | |
Valid | Appraisal and compensation work often | 21 | 15.0 | 15.0 | 88.6 |
Good customer policy | 16 | 11.4 | 11.4 | 100.0 | |
Total | 140 | 100.0 | 100.0 |
APPENDIX 3: CRONBACH'S ALPHA RELIABILITY TEST
1. Trust
Reliability Statistics
Cronbach's Alpha
N of Items | |
.816 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
STC1 | 16.6286 | 4,019 | .688 | .761 |
STC2 | 16.5643 | 4,032 | .644 | .771 |
STC3 | 17.0286 | 3,467 | .643 | .772 |
STC4 | 16.6929 | 4.301 | .435 | .828 |
STC5 | 16.7143 | 3,731 | .663 | .762 |
2. Responsiveness
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 | |
MDDU1 | 16.3000 | 3,406 | .654 | .723 |
MDDU2 | 16.2000 | 3.312 | .600 | .737 |
MDDU3 | 16.2571 | 3,473 | .563 | .749 |
MDDU4 | 16.5071 | 3,763 | .466 | .778 |
MDDU5 | 16.7643 | 3,088 | .569 | .752 |
3. Level of empathy
Reliability Statistics
Cronbach's Alpha
N of Items | |
.746 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
MDDC1 | 16.4500 | 3,559 | .486 | .711 |
MDDC2 | 16.8071 | 3.135 | .533 | .693 |
MDDC3 | 16.5143 | 3.331 | .505 | .703 |
MDDC4 | 16.8214 | 2,838 | .643 | .645 |
MDDC5 | 16.4643 | 3,718 | .391 | .741 |
4. Service capacity
Reliability Statistics
Cronbach's Alpha
N of Items | |
.833 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
NLPV1 | 16.0786 | 3,382 | .619 | .804 |
NLPV2 | 16.0357 | 3,632 | .543 | .823 |
NLPV3 | 16.2643 | 3.002 | .629 | .805 |
NLPV4 | 15.9429 | 3,493 | .676 | .793 |
NLPV5 | 16.0214 | 2,870 | .739 | .767 |
5. Tangible means
Reliability Statistics
Cronbach's Alpha
N of Items | |
.878 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
PTHH1 | 16.5143 | 4,252 | .764 | .840 |
PTHH2 | 16.5214 | 4,438 | .673 | .860 |
PTHH3 | 17.0286 | 3,841 | .693 | .860 |
PTHH4 | 16.7357 | 4,282 | .637 | .869 |
PTHH5 | 16.4857 | 4,079 | .814 | .827 |
6. Satisfaction
Reliability Statistics
Cronbach's Alpha
N of Items | |
.798 | 3 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
MDHLC1 | 7.6286 | .868 | .634 | .740 |
MDHLC2 | 7.3429 | 1,047 | .634 | .739 |
MDHLC3 | 8.0429 | .905 | .671 | .693 |
APPENDIX 4: EXPLORATORY FACTOR ANALYSIS EFA
1. Exploratory factor analysis EFA of independent variables
1.1. Exploratory factor analysis EFA round 1
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
.801 | |
Approx. Chi-Square | 1510,722 |
Bartlett's Test of Sphericity Df | 300 |
Sig. | .000 |
Total Variance Explained
Component
Initial | Eigenvalues | Extraction Sums of Squared Loadings | Rotation Sums of Squared Loadings | ||||||
Total | % of Variance | cumulative % | Total | % of Variance | Total % | Total | % of Variance e | Total % | |
1 | 6,039 | 24,157 | 24,157 | 6,039 | 24,157 | 24,157 | 3,495 | 13,978 | 13,978 |
2 | 2,829 | 11,317 | 35,474 | 2,829 | 11,317 | 35,474 | 3.306 | 13,225 | 27,204 |
3 | 2,599 | 10,397 | 45,871 | 2,599 | 10,397 | 45,871 | 2,974 | 11,896 | 39,100 |
4 | 2.020 | 8,080 | 53,951 | 2.020 | 8,080 | 53,951 | 2,688 | 10,753 | 49,853 |
5 | 1,660 | 6,640 | 60,591 | 1,660 | 6,640 | 60,591 | 1,979 | 7,916 | 57,769 |
6 | 1,009 | 4,036 | 64,627 | 1,009 | 4,036 | 64,627 | 1,714 | 6,858 | 64,627 |
7 | .933 | 3,731 | 68,357 | ||||||
8 | .769 | 3,077 | 71,434 | ||||||
9 | .750 | 2,999 | 74,432 | ||||||
10 | .693 | 2,771 | 77,204 | ||||||
11 | .680 | 2,720 | 79,924 | ||||||
12 | .596 | 2,382 | 82,306 | ||||||
13 | .523 | 2,091 | 84,397 | ||||||
14 | .493 | 1,973 | 86,370 | ||||||
15 | .457 | 1,828 | 88,199 | ||||||
16 | .415 | 1,661 | 89,860 | ||||||
17 | .394 | 1,576 | 91,436 | ||||||
18 | .355 | 1,420 | 92,856 | ||||||
19 | .343 | 1,372 | 94,228 | ||||||
20 | .299 | 1,196 | 95,423 | ||||||
21 | .282 | 1,128 | 96,551 | ||||||
22 | .269 | 1,075 | 97,626 | ||||||
23 | .240 | .960 | 98,586 | ||||||
24 | .203 | .811 | 99,397 | ||||||
25 | .151 | .603 | 100,000 | ||||||
Rotated Component Matrix a
Component | ||||||
1 | 2 | 3 | 4 | 5 | 6 | |
PTHH5 | .883 | |||||
PTHH1 | .821 | |||||
PTHH2 | .818 | |||||
PTHH4 | .744 | |||||
PTHH3 | .741 | |||||
NLPV5 | .849 | |||||
NLPV4 | .806 | |||||
NLPV3 | .755 | |||||
NLPV1 | .731 | |||||
NLPV2 | .634 | |||||
STC5 | .821 | |||||
STC1 | .807 | |||||
STC3 | .796 | |||||
STC2 | .774 | |||||
STC4 | .550 | |||||
MDDU3 | .783 | |||||
MDDU1 | .775 | |||||
MDDU2 | .769 | |||||
MDDU5 | .632 | |||||
MDDU4 | ||||||
MDDC3 | .722 | |||||
MDDC4 | .599 | .534 | ||||
MDDC5 | .565 | |||||
MDDC1 | .781 | |||||
MDDC2 | .594 | |||||
1.2. Second exploratory factor analysis EFA
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
.795 | |
Approx. Chi-Square | 1447.228 |
Bartlett's Test of Sphericity Df | 276 |
Sig. | .000 |





