Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank

Correlations

		hl	nlpv	du	tc	pth
	hl	1,000 yen	.320	.426	.433	.285
	nlpv	.320	1,000 yen	.000	.000	.000
Pearson Correlation	du	.426	.000	1,000 yen	.000	.000
	tc	.433	.000	.000	1,000 yen	.000
	pth	.285	.000	.000	.000	1,000 yen
	hl	.	.000	.000	.000	.000
	nlpv	.000	.	.500	.500	.500
Sig. (1-tailed)	du	.000	.500	.	.500	.500
	tc	.000	.500	.500	.	.500
	pth	.000	.500	.500	.500	.
	hl	130	130	130	130	130
	nlpv	130	130	130	130	130
WOMEN	du	130	130	130	130	130
	tc	130	130	130	130	130
	pth	130	130	130	130	130

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Customer's Assessment Of Service Quality Factors For Individual Customers At National Commercial Joint Stock Bank , Hue Branch
Orientation To Improve The Quality Of Lending Services For Individual Customers At National Commercial Joint Stock Bank , Hue Branch
Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 10

Variables Entered/Removeda

Model	Variables Entered	Variables Removed	Method
first	pthh, tc, du, nlpvb	.	Enter

a. Dependent Variable: hl
b. All requested variables entered.
Model Summaryb

Model	CHEAP	R Square	Adjusted R Square	Std. Error of the Estimate	Durbin-Watson
first	.744a	.553	.539	.67893804	1.713

a. Predictors: (Constant), pthh, tc, du, nlpv
b. Dependent Variable: hl
ANOVAa

Model		Sum of Squares	DF	Mean Square	F	Sig.
	Regression	71,380	4	17.845	38,713	.000b
first	Residual	57,620	125	.461
	Total	129,000 won	129

a. Dependent Variable: hl
b. Predictors: (Constant), pthh, tc, du, nlpv

Coefficientsa

Model		Unstandardized		Coefficients	Standardized Coefficients	t	Sig.	Collinearity	Statistics
Model		REMOVE	Std. Error	Beta	Tolerance	t	Sig.	VIF
	(Constant)	-3.148E-016	.060		.000	1,000 yen
	nlpv	.320	.060	.320	5,353	.000	1,000 yen	1,000 yen
first	du	.426	.060	.426	7.132	.000	1,000 yen	1,000 yen
	tc	.433	.060	.433	7.249	.000	1,000 yen	1,000 yen
	pth	.285	.060	.285	4,773	.000	1,000 yen	1,000 yen

a. Dependent Variable: hl
Collinearity Diagnosticsa

Model	Dimension	Eigenvalue	Condition Index	Variance			Proportions
Model	Dimension	Eigenvalue	Condition Index	(Constant)	nlpv	du	tc	pth
	first	1,000 yen	1,000 yen	.00	.15	.14	.70	.00
	2	1,000 yen	1,000 yen	1.00	.00	.00	.00	.00
first	3	1,000 yen	1,000 yen	.00	.19	.53	.28	.00
	4	1,000 yen	1,000 yen	.00	.00	.00	.00	1.00
	5	1,000 yen	1,000 yen	.00	.65	.33	.01	.00

a. Dependent Variable: hl
Residuals Statisticsa

	Minimum	Maximum	Mean	Std. Deviation	WOMEN
Predicted Value	-2.4109719	1.3220025	0E-7	.74386583	130
Residual	-3.66153955	1.45256519	0E-8	.66832898	130
Std. Predicted Value	-3.241	1,777	.000	1,000 yen	130
Std. Residual	-5.393	2.139	.000	.984	130

a. Dependent Variable: hl

ADDENDUM 6: ASSESSMENT LEVEL OF PER FACTOR
Statistics

	PTTH1	PTTH2	PTH3	PTTH4
Valid N Missing Mean	130 0 3.9846	130 0 3.9077	130 0 3,9000	130 0 3.8846

Frequency Table
PTTH1

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	4	3.1	3.1	3.1
	middle school	thirty first	23.8	23.8	26.9
Valid	agree	58	44.6	44.6	71.5
	very happy	37	28.5	28.5	100.0
	Total	130	100.0	100.0

PTTH2

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	5	3.8	3.8	3.8
	middle school	28	21.5	21.5	25.4
Valid	agree	71	54.6	54.6	80.0
	very happy	26	20.0	20.0	100.0
	Total	130	100.0	100.0

PTH3

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	4	3.1	3.1	3.1
	middle school	thirty first	23.8	23.8	26.9
Valid	agree	69	53.1	53.1	80.0
	very happy	26	20.0	20.0	100.0
	Total	130	100.0	100.0

PTTH4

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	6	4.6	4.6	4.6
	middle school	25	19.2	19.2	23.8
Valid	agree	77	59.2	59.2	83.1
	very happy	22	16.9	16.9	100.0
	Total	130	100.0	100.0

Statistics

		NLPV1	NLPV2	NLPV3	NLPV4	NLPV5
WOMEN	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		4,0000 won	3.7308	3.9154	3.8692	3.7846

Frequency Table
NLPV1

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	9	6.9	6.9	6.9
	middle school	23	17.7	17.7	24.6
Valid	agree	57	43.8	43.8	68.5
	very happy	41	31.5	31.5	100.0
	Total	130	100.0	100.0

NLPV2

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	9	6.9	6.9	6.9
	middle school	33	25.4	25.4	32.3
Valid	agree	72	55.4	55.4	87.7
	very happy	16	12.3	12.3	100.0
	Total	130	100.0	100.0

NLPV3

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	3	2.3	2.3	2.3
	middle school	35	26.9	26.9	29.2
Valid	agree	62	47.7	47.7	76.9
	very happy	30	23.1	23.1	100.0
	Total	130	100.0	100.0

NLPV4

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	8	6.2	6.2	6.2
	middle school	32	24.6	24.6	30.8
Valid	agree	59	45.4	45.4	76.2
	very happy	thirty first	23.8	23.8	100.0
	Total	130	100.0	100.0

NLPV5

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	5	3.8	3.8	3.8
	middle school	39	30.0	30.0	33.8
Valid	agree	65	50.0	50.0	83.8
	very happy	21	16.2	16.2	100.0
	Total	130	100.0	100.0

Statistics

		TC1	TC2	TC3	TC4	TC5
WOMEN	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		4.0154	3.9923	3.8846	3.9462	4.0615

Frequency Table
TC1

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	6	4.6	4.6	4.6
	middle school	23	17.7	17.7	22.3
Valid	agree	sixty four	49.2	49.2	71.5
	very happy	37	28.5	28.5	100.0
	Total	130	100.0	100.0

TC2

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	7	5.4	5.4	5.4
	middle school	26	20.0	20.0	25.4
Valid	agree	58	44.6	44.6	70.0
	very happy	39	30.0	30.0	100.0
	Total	130	100.0	100.0

TC3

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	6	4.6	4.6	4.6
	middle school	28	21.5	21.5	26.2
Valid	agree	71	54.6	54.6	80.8
	very happy	25	19.2	19.2	100.0
	Total	130	100.0	100.0

TC4

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	6	4.6	4.6	4.6
	middle school	27	20.8	20.8	25.4
Valid	agree	65	50.0	50.0	75.4
	very happy	32	24.6	24.6	100.0
	Total	130	100.0	100.0

TC5

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	3	2.3	2.3	2.3
	middle school	27	20.8	20.8	23.1
Valid	agree	59	45.4	45.4	68.5
	very happy	41	31.5	31.5	100.0
	Total	130	100.0	100.0

Statistics

		DU1	DU2	DU3	DU4	DU5
WOMEN	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		3.7154	3.7846	3.8538	3.8846	3,8000

Frequency Table
DU1

		Frequency	Percent	Valid Percent	Cumulative Percent
	I don't agree	first	.8	.8	.8
	disagree	5	3.8	3.8	4.6
Valid	middle school	42 64	32.3 49.2	32.3 49.2	36.9 86.2
	very happy	18	13.8	13.8	100.0
	Total	130	100.0	100.0

DU2

		Frequency	Percent	Valid Percent	Cumulative Percent
	I don't agree	first	.8	.8	.8
	disagree	6	4.6	4.6	5.4
Valid	middle school	33 70	25.4 53.8	25.4 53.8	30.8 84.6
	very happy	20	15.4	15.4	100.0
	Total	130	100.0	100.0

DU3

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	6	4.6	4.6	4.6
	middle school	34	26.2	26.2	30.8
Valid	agree	63	48.5	48.5	79.2
	very happy	27	20.8	20.8	100.0
	Total	130	100.0	100.0

DU4

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	8	6.2	6.2	6.2
	middle school	thirty first	23.8	23.8	30.0
Valid	agree	59	45.4	45.4	75.4
	very happy	32	24.6	24.6	100.0
	Total	130	100.0	100.0

DU5

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	5	3.8	3.8	3.8
	middle school	35	26.9	26.9	30.8
Valid	agree	71	54.6	54.6	85.4
	very happy	19	14.6	14.6	100.0
	Total	130	100.0	100.0

Statistics

		CT1	CT2	CT3	CT4	CT5
WOMEN	Valid Missing	130 0	130 0	130 0	130 0	130 0
Mean		3.8154	3.7538	3.7692	4.0154	3.6923

Frequency Table
CT1

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	3	2.3	2.3	2.3
	middle school	41	31.5	31.5	33.8
Valid	agree	63	48.5	48.5	82.3
	very happy	23	17.7	17.7	100.0
	Total	130	100.0	100.0

CT2

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	3	2.3	2.3	2.3
	middle school	44	33.8	33.8	36.2
Valid	agree	65	50.0	50.0	86.2
	very happy	18	13.8	13.8	100.0
	Total	130	100.0	100.0

CT3

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	4	3.1	3.1	3.1
	middle school	36	27.7	27.7	30.8
Valid	agree	76	58.5	58.5	89.2
	very happy	14	10.8	10.8	100.0
	Total	130	100.0	100.0

CT4

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	3	2.3	2.3	2.3
	middle school	27	20.8	20.8	23.1
Valid	agree	65	50.0	50.0	73.1
	very happy	35	26.9	26.9	100.0
	Total	130	100.0	100.0

CT5

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	5	3.8	3.8	3.8
	middle school	39	30.0	30.0	33.8
Valid	agree	77	59.2	59.2	93.1
	very happy	9	6.9	6.9	100.0
	Total	130	100.0	100.0

Statistics

	HL1	HL2	HL3
Valid N Missing Mean	130 0 3.9538	130 0 3.8385	130 0 3.7385

Frequency Table
HL1

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	5	3.8	3.8	3.8
	middle school	30	23.1	23.1	26.9
Valid	agree	sixty one	46.9	46.9	73.8
	very happy	34	26.2	26.2	100.0
	Total	130	100.0	100.0

HL2

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	6	4.6	4.6	4.6
	middle school	30	23.1	23.1	27.7
Valid	agree	seventy three	56.2	56.2	83.8
	very happy	21	16.2	16.2	100.0
	Total	130	100.0	100.0

HL3

		Frequency	Percent	Valid Percent	Cumulative Percent
	disagree	6	4.6	4.6	4.6
	middle school	38	29.2	29.2	33.8
Valid	agree	70	53.8	53.8	87.7
	very happy	16	12.3	12.3	100.0
	Total	130	100.0	100.0

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 11

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