One Sample T-Test Results for Service Competency Factor

To do this well, the Bank needs to promote it further to attract customers to use electronic banking services at the Bank.

Service capacity factor

The author consulted with bank experts, the results showed that: Regarding the service capacity factor, experts highly appreciated it. Experts assessed that the bank has performed well in these factors: The bank has a wide and convenient product distribution channel network for customers; the bank satisfactorily resolves all customer inquiries; the bank staff handle work proficiently and quickly; the bank staff have enough knowledge and professional capacity to advise and answer customer inquiries. When asked about the bank's expectations on the reliability factor according to 5 levels from completely disagree to completely agree through customer evaluation, the bank wants customers to agree on the quality of service that the bank provides. Accordingly, the author chose the test value: 4

Hypothesis pair:

H0: Customer rating of service capability factor = 4 H1: Customer rating of service capability factor # 4

Table 2.17: Results of One Sample T-test for service capacity factor

Criteria

N	Average value	Test value	Significance level close
The bank has a network of product distribution channels. Wide range of products, convenient for you	130	3.86	4	0.072
The bank satisfactorily resolves all queries. of you	130	3.92	4	0.186
Bank employees handle work successfully. proficient and fast	130	3.92	4	0.271
Bank staff have sufficient knowledge and skills professional staff to advise and answer your questions	130	3.95	4	0.444

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(Source: Data processing results using SPSS, 2021)

The analysis results show that the Sig. values of all factors are > 0.05 with a confidence level of 95%. There is no basis to reject the hypothesis H0, which means that the level of customer agreement on the quality of e-banking services in terms of service capacity = 4. The average value of the factors ranges from 3.86 - 3.95, showing that customers quite agree with this level. The bank needs to promote further to attract customers to use the bank's e-banking services. However, the opinion that the bank has a wide and convenient product distribution channel network for customers is still not highly appreciated (3.86), the reason is that Dong A Commercial Joint Stock Bank - Hue Branch includes 2 transaction offices in Mai Thuc Loan and Ly Thuong Kiet, these 2 facilities are located in the city center. Therefore, customers living far from the city center will have difficulty coming to the bank for transactions. Therefore, the Bank needs to expand its facilities in different locations to facilitate customers' transactions. Regarding the opinions: Bank staff have enough knowledge and professional capacity to advise and answer customers' questions (3.95) is rated quite highly, the Bank needs to promote further to attract customers to use the Bank's e-banking services.

Empathy level factor

The author consulted with bank experts, the results showed that: Regarding the level of response factor, experts highly appreciated it. Experts assessed that the bank has performed well in these factors: bank staff are always friendly with customers, bank staff understand customer needs and care about customers' arising needs, bank staff are always enthusiastic in supporting customers, the bank has a good customer care policy. When asked about the bank's expectations on the level of response factor according to 5 levels from completely disagree to completely agree through customer evaluation, the bank wants customers to agree on the quality of service that the bank provides. Accordingly, the author chose the test value: 4

Pair of hypotheses to test:

H0: Customer rating of responsiveness factor = 4 H1: Customer rating of responsiveness factor # 4

Table 2.18: Results of One Sample T-test for empathy level factor

Criteria

N	Average value	Test value	Significance level close
Bank staff are always friendly You	130	3.9	4	0.188
Bank staff understand the needs of You and care about your arising needs	130	3.99	4	0.912
Bank staff are always enthusiastic to support You get the best benefits	130	3.92	4	0.367
The bank has a customer care policy. Good	130	3.8	4	0.01

(Source: SPSS processing results, 2021) The analysis results show that the factor "The bank has a good customer care policy" has a Sig value. = 0.01 < 0.05 with a confidence level of 95%. There is enough basis to reject the hypothesis H0 or the level of customer agreement on this factor # 4. The average value of this factor is 3.8, showing that customers rate the service capacity above the neutral level of 3 and close to 4 with a confidence level of 95%. However, the opinion that the bank has a good customer care policy is still not highly appreciated (3.8) because due to the nature of the work at the bank being quite busy, sending birthday greetings, New Year greetings and holidays to customers is still overlooked by the bank, promotional activities, and organizing gift receiving programs of the bank are also limited. Thereby, banks need to organize and implement customer care programs: promotions, customer support to make

customer satisfaction

The analysis results show that the remaining factors have Sig. values > 0.05 with a confidence level of 95%. There is no basis to reject the hypothesis H0, which means that the level of customer agreement on the quality of electronic banking services in terms of service capacity = 4. The average value of the factors

fluctuating from 3.9 - 3.99 shows that customers quite agree with this level. The bank needs to promote more to attract customers to use the bank's e-banking services.

Tangible media factor

The author consulted with bank experts, the results showed that: Regarding the level of response factor, experts highly appreciated it. Experts assessed that the bank has performed well in these factors: the bank's facilities are spacious and adequate; The facilities are conveniently arranged for transactions, the bank's website is attractive, the interface for performing e-banking transactions is beautiful. When asked about the bank's expectations for the level of response factor according to 5 levels from completely disagree to completely agree through customer evaluation, the bank wants customers to agree on the quality of service that the bank provides. Accordingly, the author chose the test value: 4

Pair of hypotheses to test:

H0: Customer rating of responsiveness factor = 4 H1: Customer rating of responsiveness factor # 4

Table 2.19: Results of One Sample T – test for tangible factors

Criteria

N	Average value	Test value	Significance level close
The bank's facilities are spacious and fully equipped. fully furnished	130	3.75	4	0.000
The bank's facilities are arranged convenient for electronic transactions	130	3.72	4	0.000
Attractive bank website and easily accessible devices when conducting electronic transactions	130	3.85	4	0.037
The interface for performing transactions when using e-banking services is beautiful, easy to understand and easy to perform. presently	130	3.42	4	0.000

(Source: Data processing results using SPSS, 2021)

The analysis results show that the Sig. values of the factors are all < 0.05 with a confidence level of 95%. There is enough basis to reject the hypothesis H0 or the level of customer agreement on the quality of the electronic banking service # 4. The average value of the factors ranges from 3.42 - 3.85, showing that customers rate the tangible means above the neutral level of 3, close to the level of agreement of 4 with a confidence level of 95%. However, the opinion that the interface for performing transactions when using the electronic banking service is beautiful, easy to understand and easy to perform is still not highly appreciated (3.42) because the interface when using the electronic banking service of the bank is still quite complicated, customers have to perform many steps, searching for the services they want to transact takes a lot of time of customers. Thereby, the bank needs to fully equip the facilities and equipment in the bank to facilitate customers when coming to transact. In addition, the bank needs to redesign its website and e-banking transaction interface to attract customers.

2.3.6. Correlation analysis

Before conducting linear regression analysis, we need to consider the linear relationship between the variables. This is to test whether the variables have a linear correlation with each other and whether the independent variables are correlated with the dependent variable.

Test hypothesis:

H0: There is no linear correlation between the variables in the model H1: There is a linear correlation between the variables in the model

The results of the correlation test are shown in the following table:

Table 2.20: Correlation matrix between variables

	HL	TC	DU	PV	DC	HH
HL	Pearson Correlation	1	0.507	0.546	0.501	0.520	0.556
	Sig. (2- tailed)		0.000	0.000	0.000	0.000	0.000
	N	130	130	130	130	130	130

(Source: Data processing results using SPSS, 2021)

Looking at the table above, we see that the Sig. values of the independent variables are all < 0.05, so there is enough basis to reject the hypothesis H0, that is, there is a linear relationship between the variables in

model and putting independent variables into the model is correct because it has a certain effect on the dependent variable

2.3.7. Testing the model hypotheses

2.3.7.1. Assessment of the suitability of the multiple linear regression model

Assessing the model fit: To assess the model fit, we should use the coefficient of determination R 2 adjusted to check. The author compares the values of R 2 and adjusted R 2

Table 2.21: Regression analysis using the Enter method

Model Summary

Model	R	R 2	R 2 adjustment	Std.Error of the Estimate
1	0.758	0.574	0.557	0.44739

(Source: Data processing results using SPSS, 2021) From the results in the table above, we see that the adjusted R 2 value is smaller than R 2 , so this model is more suitable and safer. It does not inflate the suitability of this model but tells us that the built model is reasonable to assess the impact of the factors.

factors to customer satisfaction.

Adjusted R2 = 0.557 means that the regression model explains 55.7% of the variation in customer satisfaction with the quality of e-banking services at Dong A Commercial Joint Stock Bank - Hue Branch .

2.3.7.2. Testing the suitability of the multiple linear model

The ANOVA test is used to test the goodness of fit of a correlation regression model, that is, whether there is a relationship between the dependent variable and the independent variables.

Hypothesis:

H0: β 1 = β 2 = β 3 = β 4 = β 5 = 0 H1: β 1 # β 2 # β 3 # β 4 # β 5 # 0

Table 2.22: ANOVA analysis of variance

Model

Sum of squares	df	Mean square	F	Sig.
1	Regression	33,458	5	6,692	33,432	0.000 b
	Balance	24,819	124	0.200
	Total	58,277	129

(Source: Data processing results using SPSS, 2021)

The ANOVA analysis results show that the Sig. value = 0.000 < 0.05. There is enough basis to reject the hypothesis H0, that is, the independent variables have a linear correlation with the dependent variable in the model.

2.3.7.3. Check for multicollinearity

Multicollinearity is a condition in which independent variables are closely related to each other and provide the model with similar information. Therefore, to avoid deviations in regression results from reality, it is necessary to consider the phenomenon of multicollinearity between independent variables.

Table 2.23: Check for multicollinearity

Model

Measure of multicollinearity
Acceptability of the variable	Magnification Factor (VIF)
Constant
TC	0.757	1,321
DU	0.677	1,477
PV	0.749	1,336
DC	0.764	1,309
HH	0.640	1,564

(Source: Data processing results using SPSS, 2021)

From the analysis table, we can see that the magnification factor (VIF) is small and < 10, so it can be affirmed that there is no multicollinearity phenomenon.

2.3.7.4. Assumption of independence of errors

The Durbin Waston coefficient is used to check whether there is autocorrelation in the residuals of a regression analysis. The Durbin Waston value varies from 0 to 4. According to Yahua Qiao (2011), usually the Durbin Waston value is between 1.5 and 2.5, there will be no autocorrelation, this is also the standard value we commonly use today.

Table 2.24: Testing for independence of errors

Model

R 2

R 2 adjustment

Std.Error of the

Estimate

Durbin

Watson

0.758

0.574

0.557

0.44739

2,197

(Source: Data processing results using SPSS, 2021)

The above results show that the Durbin Waston value = 2.197 is in the range of 1.5 - 2.5, so there is no autocorrelation between variables.

2.3.7.5. Regression analysis results

In the regression analysis phase, the author chose the Enter method for this study. Selection based on the criteria will accept factors with a significance level Sig. < 0.05 and eliminate factors with a significance level Sig. > 0.05 from the model and not continue to study that factor. The results of the regression analysis table are as follows:

Table 2.25: Regression analysis results

Model

Unstandardized regression coefficients		Standardized regression coefficient	t	Sig.
B	Standard deviation	Beta	t	Sig.
	Constant	-0.629	0.352		-1,787	0.076
	TC	0.235	0.072	0.219	3,249	0.001
	DU	0.248	0.079	0.224	3,147	0.002
	PV	0.221	0.073	0.207	3,051	0.003
	DC	0.228	0.067	0.226	3,374	0.001
	HH	0.216	0.074	0.215	2,936	0.004

(Source: Data processing results on SPSS, 2021)

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