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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Friday S. And Cotts D.g, 1995, Quality Facility Management: A Marketing And Customer Service Approach. -
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 - 18 -
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 - 19 -
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 - 21
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Reliability Statistics
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
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
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
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
.791 | |
Approx. Chi-Square Bartlett's Test of | 1037.27 0 |
Sphericity df | 190 |
Sig. | .000 |
Total Variance Explained
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
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
.677 | |
Approx. Chi-Square | 113.140 |
Bartlett's Test of df Sphericity | 3 |
Sig. | .000 |
Total Variance Explained
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).