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 - 20

Khac


NT3

Sinh vien,

Giang vien, giao vien

.08545

.18852

1.000

-.4765

.6474

hoc vien

Kinh doanh

Can bo, cong chuc Nghi huu, noi tro Khac

.07090

.04830

.56462

-.20396

.17781

.16430

.25664

.25664

1.000

1.000

.439

1.000

-.4592

-.4415

-.2004

-.9690

.6010

.5381

1.3297

.5611


Giang vien, giao vien

Sinh vien, hoc vien Kinh doanh

Can bo, cong chuc

-.08545

-.01455

-.03715

.18852

.14508

.12818

1.000

1.000

1.000

-.6474

-.4471

-.4193

.4765

.4180

.3450

Nghi huu, noi tro

Khac

.47917

-.28940

.23516

.23516

.649

1.000

-.2219

-.9904

1.1802

.4116

Kinh doanh

Sinh vien, hoc vien

Giang vien, giao vien

-.07090

.01455

.17781

.14508

1.000

1.000

-.6010

-.4180

.4592

.4471

Can bo, cong chuc

Nghi huu, noi tro Khac

-.02260

.49371

-.27486

.11183

.22666

.22666

1.000

.463

1.000

-.3560

-.1820

-.9505

.3108

1.1694

.4008

Can bo, cong chuc

Sinh vien, hoc vien

-.04830

.16430

1.000

-.5381

.4415

Giang vien, giao vien

Kinh doanh Nghi huu, noi tro Khac

.03715

.02260

.51632

-.25226

.12818

.11183

.21623

.21623

1.000

1.000

.272

1.000

-.3450

-.3108

-.1283

-.8969

.4193

.3560

1.1609

.3923

Nghi huu, noi tro

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

Can bo, cong chuc

Khac

-.56462

-.47917

-.49371

-.51632

-.76857

.25664

.23516

.22666

.21623

.29261

.439

.649

.463

.272

.142

-1.3297

-1.1802

-1.1694

-1.1609

-1.6409

.2004

.2219

.1820

.1283

.1037

Khac

Sinh vien, hoc vien

Giang vien, giao vien

.20396

.28940

.25664

.23516

1.000

1.000

-.5611

-.4116

.9690

.9904

Kinh doanh

Can bo, cong chuc Nghi huu, noi tro

.27486

.25226

.76857

.22666

.21623

.29261

1.000

1.000

.142

-.4008

-.3923

-.1037

.9505

.8969

1.6409

NT4

Sinh vien, hoc vien

Giang vien, giao vien

.08508

.16289

1.000

-.4005

.5707

Kinh doanh

Can bo, cong chuc Nghi huu, noi tro Khac

.09754

.08266

.60011

-.28275

.15364

.14197

.22176

.22176

1.000

1.000

.113

1.000

-.3605

-.3406

-.0610

-.9438

.5555

.5059

1.2612

.3783

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

Can bo, cong chuc Nghi huu, noi tro

Khac

-.08508

.01246

-.00242

.51503

-.36783

.16289

.12536

.11076

.20319

.20319

1.000

1.000

1.000

.184

1.000

-.5707

-.3613

-.3326

-.0907

-.9736

.4005

.3862

.3278

1.1208

.2379

Kinh doanh

Sinh vien, hoc vien

Giang vien, giao vien

-.09754

-.01246

.15364

.12536

1.000

1.000

-.5555

-.3862

.3605

.3613

Can bo, cong chuc

Nghi huu, noi tro Khac

-.01488

.50257

-.38029

.09663

.19585

.19585

1.000

.168

.810

-.3029

-.0813

-.9641

.2732

1.0864

.2036

Can bo, cong chuc

Sinh vien, hoc vien

-.08266

.14197

1.000

-.5059

.3406

Giang vien, giao vien

.00242

.11076

1.000

-.3278

.3326

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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 - 20



Kinh doanh Nghi huu, noi tro

Khac

.01488

.51745

-.36540

.09663

.18684

.18684

1.000

.094

.784

-.2732

-.0395

-.9224

.3029

1.0744

.1916


Nghi huu, noi tro

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

Can bo, cong chuc

Khac

-.60011

-.51503

-.50257

-.51745

.22176

.20319

.19585

.18684

.25284

.113

.184

.168

.094

.009

-1.2612

-1.1208

-1.0864

-1.0744

-1.6366

.0610

.0907

.0813

.0395

-.1291

-.88286*

Khac

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

Can bo, cong chuc

Nghi huu, noi tro

.28275

.36783

.38029

.36540

.22176

.20319

.19585

.18684

.25284

1.000

1.000

.810

.784

.009

-.3783

-.2379

-.2036

-.1916

.1291

.9438

.9736

.9641

.9224

1.6366

.88286*

NT5

Sinh vien, hoc vien

Giang vien, giao vien

.22013

.16542

1.000

-.2730

.7133

Kinh doanh

Can bo, cong chuc Nghi huu, noi tro Khac

.04703

.02688

.66418

-.19297

.15602

.14418

.22520

.22520

1.000

1.000

.055

1.000

-.4181

-.4029

-.0072

-.8643

.5122

.4567

1.3355

.4784

Giang vien, giao vien

Sinh vien, hoc vien

Kinh doanh

Can bo, cong chuc Nghi huu, noi tro

-.22013

-.17310

-.19325

.44405

.16542

.12731

.11248

.20635

1.000

1.000

1.000

.494

-.7133

-.5526

-.5285

-.1711

.2730

.2064

.1421

1.0592

Khac

-.41310

.20635

.705

-1.0282

.2020

Kinh doanh Sinh vien, hoc vien

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

Khac

-.04703

.17310

-.02015

.15602

.12731

.09813

.19889

.19889

1.000

1.000

1.000

.034

1.000

-.5122

-.2064

-.3127

.0242

-.8329

.4181

.5526

.2724

1.2101

.3529

.61714*

-.24000

Can bo, cong chuc

Sinh vien, hoc vien

-.02688

.14418

1.000

-.4567

.4029

Giang vien, giao vien

Kinh doanh Nghi huu, noi tro Khac

.19325

.02015

.11248

.09813

.18974

.18974

1.000

1.000

.015

1.000

-.1421

-.2724

.0717

-.7855

.5285

.3127

1.2029

.3458

.63729*

-.21985

Nghi huu, noi tro

Sinh vien, hoc vien

Giang vien, giao vien Kinh doanh

Can bo, cong chuc

-.66418

-.44405

.22520

.20635

.19889

.18974

.055

.494

.034

.015

-1.3355

-1.0592

-1.2101

-1.2029

.0072

.1711

-.0242

-.0717

-.61714*

-.63729*

Khac

-.85714*

.25677

.016

-1.6226

-.0917

Khac

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

Can bo, cong chuc

Nghi huu, noi tro

.19297

.41310

.24000

.21985

.22520

.20635

.19889

.18974

.25677

1.000

.705

1.000

1.000

.016

-.4784

-.2020

-.3529

-.3458

.0917

.8643

1.0282

.8329

.7855

1.6226

.85714*

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

Thu nhập


ANOVA



Sum of Squares

df

Mean Square

F

Sig.

NT1

Between Groups

.700

2

.350

1.819

.166


Within Groups

30.576

159

.192




Total

31.275

161




NT2

Between Groups

.315

2

.158

.514

.599


Within Groups

48.747

159

.307




Total

49.062

161




NT3

Between Groups

.949

2

.474

1.566

.212


Within Groups

48.143

159

.303




Total

49.091

161




NT4

Between Groups

.432

2

.216

.919

.401


Within Groups

37.377

159

.235




Total

37.809

161




NT5

Between Groups

.150

2

.075

.301

.740


Within Groups

39.562

159

.249




Total

39.712

161





Multiple Comparisons

Bonferroni


Dependent (I) Muc thu nhap (J) Muc thu nhap hang Variable hang thang thang


Mean Difference (I-J)


Std. Error


Sig.

95%

Confidence Interval

Lower Bound

Upper Bound

NT1

Duoi tu 3trieu/thang den

3trieu/thang 6trieu/thang

tren 6trieu/thang

-.07934


-.24978

.09655


.13347

1.000


.189

-.3130


-.5727

.1543


.0731

tu 3trieu/thang Duoi 3trieu/thang den 6trieu/thang tren 6trieu/thang

.07934

-.17043

.09655

.10840

1.000

.354

-.1543

-.4327

.3130

.0918

tren 6trieu/thang Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang

.24978


.17043

.13347


.10840

.189


.354

-.0731


-.0918

.5727


.4327

NT2

Duoi tu 3trieu/thang den

3trieu/thang 6trieu/thang

tren 6trieu/thang

-.08414


-.16985

.12191


.16852

1.000


.945

-.3791


-.5776

.2108


.2379

tu 3trieu/thang Duoi 3trieu/thang den 6trieu/thang tren 6trieu/thang

.08414

-.08571

.12191

.13687

1.000

1.000

-.2108

-.4169

.3791

.2455

tren 6trieu/thang Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang

.16985


.08571

.16852


.13687

.945


1.000

-.2379


-.2455

.5776


.4169

NT3

Duoi tu 3trieu/thang den

3trieu/thang 6trieu/thang

tren 6trieu/thang

-.03649


-.26446

.12115


.16747

1.000


.349

-.3296


-.6697

.2566


.1408

tu 3trieu/thang

Duoi 3trieu/thang

.03649

.12115

1.000

-.2566

.3296

tren 6trieu/thang

-.22798

.13602

.287

-.5571

.1011


tren 6trieu/thang

Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang

.26446

.16747

.349

-.1408

.6697

.22798

.13602

.287

-.1011

.5571

NT4

Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang

tren 6trieu/thang

.10265


-.02846

.10675


.14756

1.000


1.000

-.1556


-.3855

.3609


.3286

tu 3trieu/thang

Duoi 3trieu/thang

-.10265

.10675

1.000

-.3609

.1556

den 6trieu/thang

tren 6trieu/thang

-.13111

.11985

.827

-.4211

.1589

tren 6trieu/thang

Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang

.02846

.14756

1.000

-.3286

.3855

.13111

.11985

.827

-.1589

.4211

NT5

Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang

tren 6trieu/thang

-.05396


-.11777

.10982


.15182

1.000


1.000

-.3197


-.4851

.2118


.2496

tu 3trieu/thang

Duoi 3trieu/thang

.05396

.10982

1.000

-.2118

.3197

den 6trieu/thang

tren 6trieu/thang

-.06381

.12331

1.000

-.3622

.2345

tren 6trieu/thang

Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang

.11777

.15182

1.000

-.2496

.4851

.06381

.12331

1.000

-.2345

.3622

den 6trieu/thang

Phu lục 10:


PHÂN TÍCH HỒI QUY


Variables Entered/Removeda



Model

Variables Entered

Variables Removed


Method

1

NT5

.

Stepwise (Criteria: Probability-of-F-to-enter <= .050, Probability-of-F-to-remove >= .100).

2

NT1

.

Stepwise (Criteria: Probability-of-F-to-enter <= .050, Probability-of-F-to-remove >= .100).

3

NT3

.

Stepwise (Criteria: Probability-of-F-to-enter <= .050, Probability-of-F-to-remove >= .100).

4

NT4

.

Stepwise (Criteria: Probability-of-F-to-enter <= .050, Probability-of-F-to-remove >= .100).

5

NT2

.

Stepwise (Criteria: Probability-of-F-to-enter <= .050, Probability-of-F-to-remove >= .100).

a. Dependent Variable: Câu 36



Model Summaryf


Model


R


R

Square


Adjusted R Square


Std. Error of the Estimate

Change Statistics


Durbin- Watson

R Square Change

F Change

df1

df2

Sig. F Change

1

2

3

4

5

.704a

.755b

.777c

.785d

.496

.570

.603

.616

.627

.493

.565

.596

.606

.615

.37677

.34910

.33644

.33202

.32833

.496

.074

.033

.013

.011

157.485

27.362

13.192

5.233

4.556

1

1

1

1

1

160

159

158

157

156

.000

.000

.000

.023

.034


1.808

.792e

a. Predictors: (Constant), NT5

b. Predictors: (Constant), NT5, NT1

c. Predictors: (Constant), NT5, NT1, NT3


d. Predictors: (Constant), NT5, NT1, NT3, NT4

e. Predictors: (Constant), NT5, NT1, NT3, NT4, NT2


f. Dependent Variable: Câu 36


ANOVAf

Model

Sum of Squares

df

Mean Square

F

Sig.

1

Regression

22.355

1

22.355

157.485

.000a


Residual

22.712

160

.142




Total

45.068

161




2

Regression

25.690

2

12.845

105.397

.000b


Residual

19.378

159

.122




Total

45.068

161




3

Regression

27.183

3

9.061

80.050

.000c


Residual

17.885

158

.113




Total

45.068

161





4

Regression

27.760

4

6.940

62.954

.000d


Residual

17.308

157

.110




Total

45.068

161




5

Regression

28.251

5

5.650

52.415

.000e


Residual

16.817

156

.108




Total

45.068

161




a. Predictors: (Constant), NT5

b. Predictors: (Constant), NT5, NT1

c. Predictors: (Constant), NT5, NT1, NT3

d. Predictors: (Constant), NT5, NT1, NT3, NT4

e. Predictors: (Constant), NT5, NT1, NT3, NT4, NT2

f. Dependent Variable: Câu 36



Coefficientsa


Model

Unstandardized Coefficients

Standardized Coefficients


t


Sig.


Collinearity


Statistics

B

Std. Error

Beta

Tolerance

VIF

1

(Constant)

.963

.259


3.719

.000




NT5

.750

.060

.704

12.549

.000

1.000

1.000

2

(Constant)

.233

.278


.838

.403




NT5

.496

.074

.466

6.737

.000

.565

1.768


NT1

.434

.083

.362

5.231

.000

.565

1.768

3

(Constant)

.209

.268


.782

.435




NT5

.360

.080

.338

4.491

.000

.443

2.259


NT1

.328

.085

.273

3.848

.000

.499

2.005


NT3

.257

.071

.269

3.632

.000

.459

2.178

4

(Constant)

.097

.269


.360

.719




NT5

.311

.082

.292

3.796

.000

.412

2.425


NT1

.257

.090

.214

2.868

.005

.439

2.278


NT3

.212

.073

.221

2.912

.004

.425

2.355


NT4

.192

.084

.176

2.288

.023

.414

2.414

5

(Constant)

.057

.266


.213

.832




NT5

.262

.084

.246

3.099

.002

.381

2.625


NT1

.222

.090

.185

2.470

.015

.425

2.354


NT3

.179

.074

.187

2.430

.016

.406

2.464


NT4

.178

.083

.163

2.138

.034

.412

2.429


NT2

.144

.067

.150

2.135

.034

.486

2.057

a. Dependent Variable: Câu 36


Phụ lục 11:

THỐNG KÊ MỨC ĐỘ TRUNG THÀNH CỦA KHÁCH HÀNG


a. Giới thiệu dịch vụ tín dụng tiêu dùng của ngân hàng cho những người khác


Giới thiệu dịch vụ tín dụng tiêu dùng của ngân hàng cho những người khác



Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Binh thuong

16

9.9

9.9

9.9


Dong y

94

58.0

58.0

67.9


Rat dong y

52

32.1

32.1

100.0


Total

162

100.0

100.0



Câu 37 * Gioi Tinh Crosstabulation

Count







Gioi

Tinh


Total


Nam

Nu

Câu 37

Binh thuong

7

9

16


Dong y

45

49

94


Rat dong y

24

28

52

Total


76

86

162


Câu 37 * Do tuoi Crosstabulation

Count









Do

tuoi


Total



duoi 25tuoi

tu 25tuoi den 40tuoi

tu 41tuoi den 50tuoi


tren 50tuoi

Câu 37

Binh thuong

0

3

9

4

16


Dong y

5

50

36

3

94


Rat dong y

6

18

24

4

52

Total


11

71

69

11

162


Câu 37 * Nghe nghiep hien tai Crosstabulation

Count











Nghe

nghiep

hien

tai


Total


Sinh vien, hoc vien

Giang vien, giao vien

Kinh doanh

Can bo, cong chuc

Nghi huu, noi tro


Khac

Câu 37

Binh thuong

0

5

2

6

3

0

16


Dong y

7

10

27

45

2

3

94


Rat dong y

6

9

6

25

2

4

52

Total


13

24

35

76

7

7

162


Câu 37 * Muc thu nhap hang thang Crosstabulation

Count








Muc thu nhap hang thang

Total


Duoi 3trieu/thang

tu 3trieu/thang den 6trieu/thang


tren 6trieu/thang


Câu 37

Binh thuong

2

12

2

16


Dong y

14

71

9

94


Rat dong y

9

35

8

52

Total


25

118

19

162

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