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

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

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*

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

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

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).

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

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

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

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

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

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

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

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

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