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Nâng cao chất lượng dịch vụ chăm sóc khách hàng cá nhân tại công ty Bảo hiểm nhân thọ Daiichi Việt Nam - Văn phòng tổng đại lý Huế 1 - 20


SDB 2


12.0067


3.778


.565


.665

SDB 3

12.1267

4.125

.542

.681

SDB 4

11.9800

3.993

.481

.715

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Nâng cao chất lượng dịch vụ chăm sóc khách hàng cá nhân tại công ty Bảo hiểm nhân thọ Daiichi Việt Nam - Văn phòng tổng đại lý Huế 1 - 20


Reliability Statistics

Cronbach's Alpha

N of Items

.839

4


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if

Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if

Item Deleted

NLPV 1


11.5267


3.526


.649


.806

NLPV 2

11.9200

3.457

.768

.757

NLPV 3

12.3133

3.398

.575

.849

NLPV 4

11.9400

3.614

.731

.775


Reliability Statistics

Cronbach's Alpha

N of Items

.745

4


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item

Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

DC1

11.6800

2.837

.632

.630

DC2

11.8133

3.307

.472

.722

DC3

11.7933

3.319

.516

.699

DC4

11.9333

3.069

.539

.686


Reliability Statistics

Cronbach's Alpha

N of Items

.731

4


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if

Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if

Item Deleted

HH1

11.9667

3.187

.510

.678

HH2

12.0400

3.086

.488

.694

HH3

11.9800

3.120

.611

.622

HH4

12.0733

3.357

.489

.689


BIẾN PHỤ THUỘC


Reliability Statistics

Cronbach's Alpha

N of Items

.761

3


Item-Total Statistics


Scale Mean if Item Deleted

Scale Variance if Item

Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

HL1

8.0200

1.308

.556

.720

HL2

8.0200

1.201

.655

.605

HL3

7.9733

1.328

.566

.707


PHỤ LỤC 4. PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA

BIẾN ĐỘC LẬP


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.


.791

Approx. Chi-Square

Bartlett's Test of

1037.27

0

Sphericity df

190

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

Cumulative

%

Total

% of Variance

Cumulative

%

1

5.308

26.540

26.540

5.308

26.540

26.540

2.782

13.909

13.909

2

2.091

10.453

36.993

2.091

10.453

36.993

2.462

12.309

26.218

3

1.726

8.632

45.625

1.726

8.632

45.625

2.406

12.031

38.249

4

1.639

8.197

53.822

1.639

8.197

53.822

2.312

11.561

49.809

5

1.382

6.909

60.732

1.382

6.909

60.732

2.184

10.922

60.732

6

.933

4.663

65.394







7

.845

4.225

69.619







8

.767

3.834

73.453







9

.716

3.582

77.035







10

.611

3.056

80.091







11

.603

3.017

83.108







12

.531

2.655

85.763







13

.496

2.478

88.241







14

.450

2.249

90.490







15

.423

2.113

92.603







16

.366

1.831

94.434







17

.347

1.737

96.170







18

.335

1.674

97.844







19

.261

1.305

99.149







20

.170

.851

100.000







Extraction Method: Principal Component Analysis.


Total Variance Explained

Component

Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared Loadings

Total

% of Variance

Cumulative

%

Total

% of Variance

Cumulative

%

Total

% of Variance

Cumulative

%

1

5.308

26.540

26.540

5.308

26.540

26.540

2.782

13.909

13.909

2

2.091

10.453

36.993

2.091

10.453

36.993

2.462

12.309

26.218

3

1.726

8.632

45.625

1.726

8.632

45.625

2.406

12.031

38.249

4

1.639

8.197

53.822

1.639

8.197

53.822

2.312

11.561

49.809

5

1.382

6.909

60.732

1.382

6.909

60.732

2.184

10.922

60.732

6

.933

4.663

65.394







7

.845

4.225

69.619







8

.767

3.834

73.453







9

.716

3.582

77.035







10

.611

3.056

80.091







11

.603

3.017

83.108







12

.531

2.655

85.763







13

.496

2.478

88.241







14

.450

2.249

90.490







15

.423

2.113

92.603







16

.366

1.831

94.434







17

.347

1.737

96.170







18

.335

1.674

97.844







19

.261

1.305

99.149







20

.170

.851

100.000







Extraction Method: Principal Component Analysis.


BIẾN PHỤ THUỘC


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.


.677

Approx. Chi-Square

113.140

Bartlett's Test of df

Sphericity

3

Sig.

.000


Total Variance Explained

Compone nt

Initial

Eigenvalues

Extraction Sums of Squared Loadings

Total

% of Variance

Cumulative

%

Total

% of Variance

Cumulative

%

1

2.030

67.682

67.682

2.030

67.682

67.682

2

.567

18.885

86.567




3

.403

13.433

100.000




Extraction Method: Principal Component Analysis.

Component Matrixa


Compone nt

1

HL2

HL3 HL1

.863

.806

.797

Extraction Method: Principal Component Analysis.

a. 1 components extracted.


PHỤ LỤC 5: KIỂM ĐỊNH PHÂN PHỐI CHUẨN


One-Sample Kolmogorov-Smirnov Test


DTC

SDB

NLPV

DC

HH

HL

N

150

150

150

150

150

150

Mean

4.0067

4.0017

3.9750

3.9350

4.0050

4.0022

Normal Parametersa,b Std.

Deviation


.54875


.63424


.60739


.56642


.57014


.53442

Absolute

.168

.172

.183

.139

.163

.305

Most Extreme Positive Differences

Negative

.092

-.168

.086

-.172

.112

-.183

.113

-.139

.099

-.163

.168

-.305

Kolmogorov-Smirnov Z

2.064

2.110

2.242

1.703

1.998

3.736

Asymp. Sig. (2-tailed)

.000

.000

.000

.006

.001

.000

a. Test distribution is Normal.

b. Calculated from data.


Statistics


DTC

SDB

NLPV

DC

HH

HL

Valid

N

Missing

150

0

150

0

150

0

150

0

150

0

150

0

Mean

4.0067

4.0017

3.9750

3.9350

4.0050

4.0022

Std. Deviation

.54875

.63424

.60739

.56642

.57014

.53442

Skewness

-.822

-1.197

-1.108

-1.111

-.748

-1.497

Std. Error of Skewness

.198

.198

.198

.198

.198

.198

Kurtosis

1.334

1.870

1.824

2.634

.990

3.841

Std. Error of Kurtosis

.394

.394

.394

.394

.394

.394


PHỤ LỤC 6: MA TRẬN TƯƠNG QUAN


Correlations


DTC

SDB

NLPV

DC

HH

HL


Pearson Correlation


1

.274**

.342**

.383**

.276**

.502**

DTC

Sig. (2-tailed)


.001

.000

.000

.001

.000


N

150

150

150

150

150

150


Pearson Correlation

.274**

1

.229**

.383**

.270**

.543**

SDB

Sig. (2-tailed)

.001


.005

.000

.001

.000


N

150

150

150

150

150

150


NLP

Pearson Correlation

.342**

.229**

1

.307**

.266**

.374**

V

Sig. (2-tailed)

.000

.005


.000

.001

.000


N

150

150

150

150

150

150


Pearson Correlation

.383**

.383**

.307**

1

.376**

.579**

DC

Sig. (2-tailed)

.000

.000

.000


.000

.000


N

150

150

150

150

150

150


Pearson Correlation

.276**

.270**

.266**

.376**

1

.488**

HH

Sig. (2-tailed)

.001

.001

.001

.000


.000


N

150

150

150

150

150

150


Pearson Correlation

.502**

.543**

.374**

.579**

.488**

1

HL

Sig. (2-tailed)

.000

.000

.000

.000

.000



N

150

150

150

150

150

150

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

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