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Nâng cao chất lượng dịch vụ tín dụng tiêu dùng tại ngân hàng Nông nghiệp và Phát triển Nông thôn Chi nhánh Trường An – Thành phố Huế - 19

Câu 18



Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

4

2.5

2.5

2.5


Binh thuong

34

21.0

21.0

23.5


Dong y

95

58.6

58.6

82.1


Rat dong y

29

17.9

17.9

100.0


Total

162

100.0

100.0


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Nâng cao chất lượng dịch vụ tín dụng tiêu dùng tại ngân hàng Nông nghiệp và Phát triển Nông thôn Chi nhánh Trường An – Thành phố Huế - 19


Câu 19


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

6

3.7

3.7

3.7


Binh thuong

25

15.4

15.4

19.1


Dong y

97

59.9

59.9

79.0


Rat dong y

34

21.0

21.0

100.0


Total

162

100.0

100.0



Mức độ đáp ứng


Descriptive Statistics


N

Minimum

Maximum

Mean

Std. Deviation

Câu 21

162

2.00

5.00

4.2222

.61047

Câu 22

162

3.00

5.00

4.2037

.61188

Câu 23

162

2.00

5.00

4.1975

.63871

Câu 24

162

3.00

5.00

4.2037

.60164

Câu 25

162

2.00

5.00

4.1975

.57742

Câu 33

162

2.00

5.00

4.1296

.66069

Câu 34

162

2.00

5.00

4.1358

.65471

Câu 35

162

2.00

5.00

4.1667

.65228

Valid N (listwise)

162






Câu 21


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

1

.6

.6

.6


Binh thuong

13

8.0

8.0

8.6


Dong y

97

59.9

59.9

68.5


Rat dong y

51

31.5

31.5

100.0


Total

162

100.0

100.0



Câu 22


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Binh thuong

17

10.5

10.5

10.5


Dong y

95

58.6

58.6

69.1

Rat dong y

50

30.9

30.9

100.0

Total

162

100.0

100.0



Câu 23


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

2

1.2

1.2

1.2


Binh thuong

14

8.6

8.6

9.9


Dong y

96

59.3

59.3

69.1


Rat dong y

50

30.9

30.9

100.0


Total

162

100.0

100.0



Câu 24


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Binh thuong

16

9.9

9.9

9.9


Dong y

97

59.9

59.9

69.8


Rat dong y

49

30.2

30.2

100.0


Total

162

100.0

100.0



Câu 25


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

1

.6

.6

.6


Binh thuong

11

6.8

6.8

7.4


Dong y

105

64.8

64.8

72.2


Rat dong y

45

27.8

27.8

100.0


Total

162

100.0

100.0



Câu 33


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

1

.6

.6

.6


Binh thuong

23

14.2

14.2

14.8


Dong y

92

56.8

56.8

71.6


Rat dong y

46

28.4

28.4

100.0


Total

162

100.0

100.0



Câu 34


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

Binh thuong

1

22

.6

13.6

.6

13.6

.6

14.2


Dong y

93

57.4

57.4

71.6

Rat dong y

46

28.4

28.4

100.0

Total

162

100.0

100.0



Câu 35


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

2

1.2

1.2

1.2


Binh thuong

17

10.5

10.5

11.7


Dong y

95

58.6

58.6

70.4


Rat dong y

48

29.6

29.6

100.0


Total

162

100.0

100.0



Năng lực phục vụ


Descriptive Statistics



N

Minimum

Maximum

Mean

Std. Deviation

Câu 27

162

2.00

5.00

4.3210

.58612

Câu 28

162

2.00

5.00

4.4136

.58602

Câu 29

162

2.00

5.00

4.2778

.60279

Câu 31

162

2.00

5.00

4.3765

.60037

Câu 32

162

2.00

5.00

4.3580

.66517

Valid N (listwise)

162






Câu 27


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

1

.6

.6

.6


Binh thuong

7

4.3

4.3

4.9


Dong y

93

57.4

57.4

62.3


Rat dong y

61

37.7

37.7

100.0


Total

162

100.0

100.0



Câu 28


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

1

.6

.6

.6


Binh thuong

5

3.1

3.1

3.7


Dong y

82

50.6

50.6

54.3


Rat dong y

74

45.7

45.7

100.0


Total

162

100.0

100.0



Câu 29



Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

2

1.2

1.2

1.2


Binh thuong

7

4.3

4.3

5.6


Dong y

97

59.9

59.9

65.4


Rat dong y

Total

56

162

34.6

100.0

34.6

100.0

100.0


Câu 31


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

1

.6

.6

.6


Binh thuong

7

4.3

4.3

4.9


Dong y

84

51.9

51.9

56.8


Rat dong y

70

43.2

43.2

100.0


Total

162

100.0

100.0



Câu 32


Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Khong dong y

3

1.9

1.9

1.9


Binh thuong

8

4.9

4.9

6.8


Dong y

79

48.8

48.8

55.6


Rat dong y

72

44.4

44.4

100.0


Total

162

100.0

100.0


Phu lục 9:


Giới tính


PHÂN TÍCH ĐÁNH GIÁ CỦA KHÁCH HÀNG

THEO ĐẶC ĐIỂM CÁ NHÂN


Group Statistics


Gioi Tinh

N

Mean

Std. Deviation

Std. Error Mean

NT1

Nam

76

4.1749

.43026

.04935


Nu

86

4.2201

.45125

.04866

NT2

Nam

76

4.1528

.52281

.05997


Nu

86

4.1144

.57908

.06244

NT3

Nam

76

4.1068

.54958

.06304


Nu

86

4.0909

.55760

.06013

NT4

Nam

76

4.2148

.44335

.05086


Nu

86

4.2065

.52091

.05617

NT5

Nam

76

4.2516

.46437

.05327


Nu

86

4.3479

.52204

.05629


Independent Samples Test


Levene's Test

for Equality of Variances


t-test for Equality of Means


F


Sig.


t


df


Sig. (2-

tailed)


Mean Difference


Std. Error Difference

95% Confidence

Interval of the Difference

Lower

Upper

NT1 Equal variances assumed

Equal variances not assumed

1.186

.278

-.649


-.651

160


159.061

.517


.516

-.04512


-.04512

.06951


.06931

-.18241


-.18201

.09216


.09176

NT2 Equal variances assumed

Equal variances not assumed

.960

.329

.440


.443

160


159.921

.660


.658

.03834


.03834

.08713


.08658

-.13372


-.13264

.21041


.20933

NT3 Equal variances assumed

Equal variances not assumed

.013

.908

.182


.183

160


158.087

.855


.855

.01591


.01591

.08720


.08712

-.15629


-.15615

.18812


.18798

NT4 Equal variances assumed

Equal variances not assumed

2.182

.142

.109


.110

160


159.785

.913


.912

.00835


.00835

.07653


.07577

-.14279


-.14130

.15949


.15799

NT5 Equal variances assumed

Equal variances not assumed

1.130

.289

-1.234


-1.243

160


159.991

.219


.216

-.09633


-.09633

.07806


.07750

-.25050


-.24938

.05784


.05673


Độ tuổi


ANOVA



Sum of Squares

df

Mean Square

F

Sig.

NT1

Between Groups

1.199

3

.400

2.100

.102


Within Groups

30.076

158

.190




Total

31.275

161




NT2

Between Groups

2.657

3

.886

3.016

.032


Within Groups

46.405

158

.294




Total

49.062

161




NT3

Between Groups

2.062

3

.687

2.309

.079


Within Groups

47.029

158

.298




Total

49.091

161




NT4

Between Groups

3.219

3

1.073

4.901

.003


Within Groups

34.590

158

.219




Total

37.809

161




NT5

Between Groups

3.719

3

1.240

5.442

.001


Within Groups

35.993

158

.228




Total

39.712

161





Multiple Comparisons

Bonferroni


Dependent Variable


(I) Do tuoi


(J) Do tuoi


Mean Difference (I- J)


Std. Error


Sig.

95% Confidence Interval

Lower Bound

Upper Bound

NT1

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

tren 50tuoi

.04905

.05596

.38636

.14137

.14165

.18604

1.000

1.000

.237

-.3287

-.3225

-.1107

.4268

.4344

.8834

tu 25tuoi den duoi 25tuoi

40tuoi tu 41tuoi den 50tuoi tren 50tuoi

-.04905

.00692

.33732

.14137

.07375

.14137

1.000

1.000

.109

-.4268

-.1901

-.0404

.3287

.2040

.7150

tu 41tuoi den duoi 25tuoi

50tuoi tu 25tuoi den 40tuoi tren 50tuoi

-.05596

-.00692

.33040

.14165

.07375

.14165

1.000

1.000

.126

-.4344

-.2040

-.0481

.3225

.1901

.7089

tren 50tuoi

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

-.38636

-.33732

-.33040

.18604

.14137

.14165

.237

.109

.126

-.8834

-.7150

-.7089

.1107

.0404

.0481

NT2

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

tren 50tuoi

.09279

.07349

.57818

.17560

.17595

.23109

1.000

1.000

.080

-.3764

-.3966

-.0393

.5620

.5436

1.1956

tu 25tuoi den duoi 25tuoi

40tuoi tu 41tuoi den 50tuoi tren 50tuoi

-.09279

-.01930

.17560

.09161

.17560

1.000

1.000

.038

-.5620

-.2641

.0162

.3764

.2255

.9546

.48539*

tu 41tuoi den duoi 25tuoi

50tuoi tu 25tuoi den 40tuoi tren 50tuoi

-.07349

.01930

.17595

.09161

.17595

1.000

1.000

.028

-.5436

-.2255

.0346

.3966

.2641

.9748

.50469*

tren 50tuoi

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

-.57818

.23109

.17560

.17595

.080

.038

.028

-1.1956

-.9546

-.9748

.0393

-.0162

-.0346

-.48539*

-.50469*

NT3

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

tren 50tuoi

.09549

.10290

.52909

.17678

.17713

.23264

1.000

1.000

.146

-.3768

-.3704

-.0925

.5678

.5762

1.1507

tu 25tuoi den duoi 25tuoi

40tuoi tu 41tuoi den 50tuoi tren 50tuoi

-.09549

.00741

.43360

.17678

.09223

.17678

1.000

1.000

.092

-.5678

-.2390

-.0387

.3768

.2538

.9059

tu 41tuoi den duoi 25tuoi

50tuoi tu 25tuoi den 40tuoi tren 50tuoi

-.10290

-.00741

.42619

.17713

.09223

.17713

1.000

1.000

.104

-.5762

-.2538

-.0471

.3704

.2390

.8995

tren 50tuoi

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

-.52909

-.43360

-.42619

.23264

.17678

.17713

.146

.092

.104

-1.1507

-.9059

-.8995

.0925

.0387

.0471

NT4

duoi 25tuoi

tu 25tuoi den 40tuoi

tu 41tuoi den 50tuoi tren 50tuoi

.20854

.23887

.15161

.15191

.19951

1.000

.707

.003

-.1965

-.1670

.1851

.6136

.6447

1.2513

.71818*

tu 25tuoi den duoi 25tuoi

40tuoi tu 41tuoi den 50tuoi tren 50tuoi

-.20854

.03033

.15161

.07910

.15161

1.000

1.000

.006

-.6136

-.1810

.1046

.1965

.2417

.9147

.50964*

tu 41tuoi den duoi 25tuoi

50tuoi tu 25tuoi den 40tuoi tren 50tuoi

-.23887

-.03033

.15191

.07910

.15191

.707

1.000

.012

-.6447

-.2417

.0734

.1670

.1810

.8852

.47931*

tren 50tuoi

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

-.71818*

.19951

.15161

.15191

.003

.006

.012

-1.2513

-.9147

-.8852

-.1851

-.1046

-.0734

-.50964*

-.47931*

NT5

duoi 25tuoi

tu 25tuoi den 40tuoi

tu 41tuoi den 50tuoi tren 50tuoi

.07260

.07323

.15466

.15496

.20352

1.000

1.000

.008

-.3406

-.3408

.1217

.4858

.4873

1.2092

.66545*

tu 25tuoi den duoi 25tuoi

40tuoi tu 41tuoi den 50tuoi tren 50tuoi

-.07260

.00063

.15466

.08069

.15466

1.000

1.000

.001

-.4858

-.2150

.1796

.3406

.2162

1.0061

.59286*

tu 41tuoi den duoi 25tuoi

50tuoi tu 25tuoi den 40tuoi tren 50tuoi

-.07323

-.00063

.15496

.08069

.15496

1.000

1.000

.001

-.4873

-.2162

.1782

.3408

.2150

1.0062

.59223*

tren 50tuoi

duoi 25tuoi

tu 25tuoi den 40tuoi tu 41tuoi den 50tuoi

-.66545*

.20352

.15466

.15496

.008

.001

.001

-1.2092

-1.0061

-1.0062

-.1217

-.1796

-.1782

-.59286*

-.59223*


*. The mean difference is significant at the 0.05 level.


Nghề nghiệp


ANOVA



Sum of Squares

df

Mean Square

F

Sig.

NT1

Between Groups

Within Groups

2.329

28.946

5

156

.466

.186

2.511

.032


Total

31.275

161




NT2

Between Groups

3.684

5

.737

2.533

.031


Within Groups

45.378

156

.291




Total

49.062

161




NT3

Between Groups

2.341

5

.468

1.562

.174


Within Groups

46.750

156

.300




Total

49.091

161




NT4

Between Groups

2.904

5

.581

2.595

.028


Within Groups

34.905

156

.224




Total

37.809

161




NT5

Between Groups

3.714

5

.743

3.219

.009


Within Groups

35.998

156

.231




Total

39.712

161





Multiple Comparisons

Bonferroni


Dependent Variable

(I) Nghe nghiep hien

tai


(J) Nghe nghiep hien tai


Mean Difference (I- J)


Std. Error


Sig.

95% Confidence Interval

Lower Bound

Upper Bound

NT1

Sinh vien, Giang vien, giao vien hoc vien Kinh doanh

Can bo, cong chuc Nghi huu, noi tro Khac

-.04276

.14834

1.000

-.4850

.3995


.01951

.13991

1.000

-.3976

.4366


-.09554

.12928

1.000

-.4809

.2899


.33022

.20194

1.000

-.2718

.9322


-.41978

.20194

.589

-1.0218

.1822


Giang vien, Sinh vien, hoc vien giao vien Kinh doanh

Can bo, cong chuc Nghi huu, noi tro Khac

.04276

.14834

1.000

-.3995

.4850


.06226

.11416

1.000

-.2781

.4026


-.05279

.10086

1.000

-.3535

.2479


.37298

.18504

.683

-.1786

.9246


-.37702

.18504

.649

-.9286

.1746


Kinh doanh Sinh vien, hoc vien

Giang vien, giao vien Can bo, cong chuc Nghi huu, noi tro Khac

-.01951

.13991

1.000

-.4366

.3976


-.06226

.11416

1.000

-.4026

.2781


-.11505

.08799

1.000

-.3774

.1473


.31071

.17835

1.000

-.2210

.8424


-.43929

.17835

.223

-.9710

.0924


Can bo, Sinh vien, hoc vien cong chuc Giang vien, giao vien

Kinh doanh Nghi huu, noi tro Khac

.09554

.12928

1.000

-.2899

.4809


.05279

.10086

1.000

-.2479

.3535


.11505

.08799

1.000

-.1473

.3774


.42576

.17014

.200

-.0814

.9330


-.32424

.17014

.878

-.8314

.1830


Nghi huu,

Sinh vien, hoc vien

-.33022

.20194

1.000

-.9322

.2718


noi tro

Giang vien, giao vien

-.37298

.18504

.683

-.9246

.1786



Kinh doanh

-.31071

.17835

1.000

-.8424

.2210



Can bo, cong chuc

-.42576

.17014

.200

-.9330

.0814

-.75000*

.23025

.021

-1.4364

-.0636


Khac

Sinh vien, hoc vien

.41978

.20194

.589

-.1822

1.0218


Giang vien, giao vien

.37702

.18504

.649

-.1746

.9286


Kinh doanh

.43929

.17835

.223

-.0924

.9710


Can bo, cong chuc

.32424

.17014

.878

-.1830

.8314


Nghi huu, noi tro

.75000*

.23025

.021

.0636

1.4364

NT2

Sinh vien, Giang vien, giao vien hoc vien Kinh doanh

Can bo, cong chuc

Nghi huu, noi tro Khac

.12538

.18573

1.000

-.4283

.6791


.02567

.17518

1.000

-.4965

.5479


.01249

.16187

1.000

-.4701

.4950


.63253

.25284

.201

-.1212

1.3863


-.33176

.25284

1.000

-1.0855

.4220


Giang vien, Sinh vien, hoc vien giao vien Kinh doanh

Can bo, cong chuc

Nghi huu, noi tro Khac

-.12538

.18573

1.000

-.6791

.4283


-.09971

.14294

1.000

-.5258

.3264


-.11289

.12628

1.000

-.4894

.2636


.50714

.23168

.451

-.1835

1.1978


-.45714

.23168

.754

-1.1478

.2335


Kinh doanh Sinh vien, hoc vien

Giang vien, giao vien Can bo, cong chuc Nghi huu, noi tro

Khac

-.02567

.17518

1.000

-.5479

.4965


.09971

.14294

1.000

-.3264

.5258


-.01318

.11017

1.000

-.3416

.3153


.60686

.22331

.110

-.0588

1.2726


-.35743

.22331

1.000

-1.0231

.3083


Can bo, Sinh vien, hoc vien cong chuc Giang vien, giao vien

Kinh doanh Nghi huu, noi tro

Khac

-.01249

.16187

1.000

-.4950

.4701


.11289

.12628

1.000

-.2636

.4894


.01318

.11017

1.000

-.3153

.3416


.62004

.21303

.062

-.0150

1.2551


-.34425

.21303

1.000

-.9793

.2908


Nghi huu,

Sinh vien, hoc vien

-.63253

.25284

.201

-1.3863

.1212


noi tro

Giang vien, giao vien

-.50714

.23168

.451

-1.1978

.1835



Kinh doanh

-.60686

.22331

.110

-1.2726

.0588



Can bo, cong chuc

-.62004

.21303

.062

-1.2551

.0150



Khac

-.96429*

.28829

.015

-1.8237

-.1049


Khac

Sinh vien, hoc vien

.33176

.25284

1.000

-.4220

1.0855



Giang vien, giao vien

.45714

.23168

.754

-.2335

1.1478



Kinh doanh

.35743

.22331

1.000

-.3083

1.0231



Can bo, cong chuc

.34425

.21303

1.000

-.2908

.9793



Nghi huu, noi tro

.96429*

.28829

.015

.1049

1.8237

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