Nghiên cứu các nhân tố ảnh hưởng đến sự hài lòng khách hàng sử dụng dịch vụ thẻ ATM của Ngân hàng thương mại cổ phần ngoại thương chi nhánh Vĩnh Long - 15


Pattern Matrixa


Factor

1

2

3

4

5

6

ASS1

,822






ASS2

,801






RES4

,761






RES2

,761






RES5

,749






RES1

,691






TAN5


,792





TAN1


,770





TAN2


,745





TAN4


,726





TAN6


,697





TAN3


,660





REL2



,788




REL3



,778




REL1



,762




REL5



,733




REL4



,644




REL6



,617




NET2




,839



NET1




,771



NET3




,753



NET4




,735



EMP2





,860


EMP4





,762


EMP3





,750


EMP1





,699


EMP5





,635


PRI2






,897

PRI3






,776

PRI1






,763

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Nghiên cứu các nhân tố ảnh hưởng đến sự hài lòng khách hàng sử dụng dịch vụ thẻ ATM của Ngân hàng thương mại cổ phần ngoại thương chi nhánh Vĩnh Long - 15

Extraction Method: Principal Axis Factoring.

Rotation Method: Promax with Kaiser Normalization.

a. Rotation converged in 6 iterations.


Phân tích nhân tố đối với sự hài lòng khách hàng


KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

,827

Bartlett's Test of Sphericity

Approx. Chi-Square

1423,276

df

6

Sig.

,000


Total Variance Explained

Factor

Initial Eigenvalues

Extraction Sums of Squared Loadings

Total

% of

Variance

Cumulative

%

Total

% of

Variance

Cumulative

%

1

2,844

71,096

71,096

2,461

61,525

61,525

2

,438

10,957

82,053

3

,386

9,643

91,696

4

,332

8,304

100,000

Extraction Method: Principal Axis Factoring.


Factor Matrixa


Factor

1

SAT4

,821

SAT3

,785

SAT2

,783

SAT1

,747

Extraction Method: Principal Axis Factoring.

a. 1 factors extracted. 6 iterations required.


PHỤ LỤC 4

PHÂN TÍCH NHÂN TỐ KHẲNG ĐỊNH CFA


Regression Weights: (Group number 1 - Default model)


Estimate

S.E.

C.R.

P

Label

ASS2

<---

antoanhieuqua

1,000





ASS1

<---

antoanhieuqua

1,002

,032

31,126

***


RES5

<---

antoanhieuqua

1,092

,059

18,457

***


RES4

<---

antoanhieuqua

1,176

,064

18,460

***


RES2

<---

antoanhieuqua

1,034

,056

18,322

***


RES1

<---

antoanhieuqua

,965

,059

16,294

***


REL6

<---

dotincay

1,000





REL5

<---

dotincay

1,030

,047

21,788

***


REL4

<---

dotincay

1,065

,067

15,943

***


REL3

<---

dotincay

1,122

,065

17,274

***


REL2

<---

dotincay

1,042

,063

16,557

***


REL1

<---

dotincay

,920

,060

15,463

***


EMP1

<---

sudongcam

1,000





EMP2

<---

sudongcam

1,225

,058

20,956

***


EMP3

<---

sudongcam

1,280

,061

20,821

***


EMP4

<---

sudongcam

1,179

,063

18,791

***


EMP5

<---

sudongcam

1,185

,072

16,562

***


NET1

<---

mangluoi

1,000





NET2

<---

mangluoi

1,063

,049

21,756

***


NET3

<---

mangluoi

1,319

,068

19,489

***


NET4

<---

mangluoi

1,276

,066

19,321

***


SAT4

<---

suhailong

1,000





SAT3

<---

suhailong

,863

,038

22,493

***


SAT2

<---

suhailong

,898

,038

23,717

***


SAT1

<---

suhailong

,789

,036

22,203

***


PRI3

<---

giaca

1,000





PRI2

<---

giaca

1,023

,034

30,364

***


PRI1

<---

giaca

,996

,035

28,455

***


TAN6

<---

phuongtienhuuhinh

1,000





TAN5

<---

phuongtienhuuhinh

1,089

,068

15,988

***


TAN4

<---

phuongtienhuuhinh

1,145

,072

15,991

***


TAN3

<---

phuongtienhuuhinh

1,254

,078

16,165

***


TAN2

<---

phuongtienhuuhinh

1,047

,049

21,213

***


TAN1

<---

phuongtienhuuhinh

,949

,067

14,074

***



Standardized Regression Weights: (Group number 1 - Default model)


Estimate

ASS2

<---

antoanhieuqua

,720

ASS1

<---

antoanhieuqua

,737

RES5

<---

antoanhieuqua

,789

RES4

<---

antoanhieuqua

,789

RES2

<---

antoanhieuqua

,732

RES1

<---

antoanhieuqua

,673

REL6

<---

dotincay

,655

REL5

<---

dotincay

,707

REL4

<---

dotincay

,694

REL3

<---

dotincay

,777

REL2

<---

dotincay

,734

REL1

<---

dotincay

,676

EMP1

<---

sudongcam

,713

EMP2

<---

sudongcam

,820

EMP3

<---

sudongcam

,815

EMP4

<---

sudongcam

,729

EMP5

<---

sudongcam

,640

NET1

<---

mangluoi

,695

NET2

<---

mangluoi

,704

NET3

<---

mangluoi

,868

NET4

<---

mangluoi

,839

SAT4

<---

suhailong

,802

SAT3

<---

suhailong

,770

SAT2

<---

suhailong

,807

SAT1

<---

suhailong

,755

PRI3

<---

giaca

,843

PRI2

<---

giaca

,887

PRI1

<---

giaca

,844

TAN6

<---

phuongtienhuuhinh

,604

TAN5

<---

phuongtienhuuhinh

,720

TAN4

<---

phuongtienhuuhinh

,783

TAN3

<---

phuongtienhuuhinh

,801

TAN2

<---

phuongtienhuuhinh

,634

TAN1

<---

phuongtienhuuhinh

,644



Estimate

S.E.

C.R.

P

Label

antoanhieuqua

<-->

dotincay

,165

,018

9,022

***


antoanhieuqua

<-->

sudongcam

,130

,016

8,253

***


antoanhieuqua

<-->

mangluoi

,103

,017

6,101

***


antoanhieuqua

<-->

suhailong

,150

,019

7,951

***


antoanhieuqua

<-->

giaca

,176

,021

8,564

***


dotincay

<-->

sudongcam

,151

,016

9,332

***


dotincay

<-->

mangluoi

,108

,016

6,697

***


dotincay

<-->

suhailong

,158

,018

8,628

***


dotincay

<-->

giaca

,172

,020

8,742

***


sudongcam

<-->

mangluoi

,149

,017

9,003

***


sudongcam

<-->

suhailong

,163

,017

9,444

***


sudongcam

<-->

giaca

,207

,019

10,702

***


mangluoi

<-->

suhailong

,228

,021

10,705

***


mangluoi

<-->

giaca

,299

,025

12,066

***


phuongtienhuuhinh

<-->

antoanhieuqua

,092

,015

6,227

***


phuongtienhuuhinh

<-->

dotincay

,104

,015

7,169

***


phuongtienhuuhinh

<-->

sudongcam

,129

,015

8,797

***


phuongtienhuuhinh

<-->

mangluoi

,067

,014

4,829

***


phuongtienhuuhinh

<-->

suhailong

,104

,016

6,626

***


phuongtienhuuhinh

<-->

giaca

,131

,017

7,545

***


suhailong

<-->

giaca

,300

,024

12,437

***



Variances: (Group number 1 - Default model)


Estimate

S.E.

C.R.

P

Label

antoanhieuqua


,374

,035

10,709

***


dotincay

,313

,033

9,481

***


sudongcam

,290

,026

10,949

***


mangluoi

,376

,037

10,119

***


suhailong

,432

,034

12,857

***


giaca

,517

,036

14,187

***


phuongtienhuuhinh


,261

,030

8,575

***




Estimate

antoanhieuqua

<-->

dotincay

,482

antoanhieuqua

<-->

sudongcam

,396

antoanhieuqua

<-->

mangluoi

,276

antoanhieuqua

<-->

suhailong

,373

antoanhieuqua

<-->

giaca

,400

dotincay

<-->

sudongcam

,500

dotincay

<-->

mangluoi

,315

dotincay

<-->

suhailong

,429

dotincay

<-->

giaca

,428

sudongcam

<-->

mangluoi

,452

sudongcam

<-->

suhailong

,461

sudongcam

<-->

giaca

,536

mangluoi

<-->

suhailong

,566

mangluoi

<-->

giaca

,680

phuongtienhuuhinh

<-->

antoanhieuqua

,295

phuongtienhuuhinh

<-->

dotincay

,364

phuongtienhuuhinh

<-->

sudongcam

,468

phuongtienhuuhinh

<-->

mangluoi

,215

phuongtienhuuhinh

<-->

suhailong

,310

phuongtienhuuhinh

<-->

giaca

,357

suhailong

<-->

giaca

,635



M.I.

Par Change

TAN3

<---

sudongcam

4,442

,084

TAN3

<---

dotincay

5,869

,095

TAN4

<---

suhailong

5,328

-,071

TAN4

<---

sudongcam

4,391

-,079

TAN4

<---

dotincay

4,345

-,077

TAN5

<---

dotincay

4,800

-,077

TAN6

<---

dotincay

7,673

,104

TAN6

<---

antoanhieuqua

6,614

,088

PRI2

<---

dotincay

6,920

-,086

PRI2

<---

antoanhieuqua

8,613

-,087

PRI3

<---

antoanhieuqua

4,700

,069

SAT1

<---

phuongtienhuuhinh

9,019

,109

SAT2

<---

giaca

4,305

,053

SAT2

<---

mangluoi

8,148

,087

SAT3

<---

giaca

5,657

-,064

SAT3

<---

mangluoi

5,039

-,072

SAT3

<---

dotincay

4,245

-,074

SAT4

<---

sudongcam

5,485

-,092

SAT4

<---

phuongtienhuuhinh

7,191

-,113

NET3

<---

dotincay

8,921

-,119

NET3

<---

antoanhieuqua

13,162

-,132

NET2

<---

suhailong

4,859

,079

EMP5

<---

giaca

17,660

,154

EMP5

<---

suhailong

11,589

,139

EMP5

<---

mangluoi

25,318

,219

EMP2

<---

suhailong

8,055

-,087

EMP2

<---

mangluoi

7,155

-,088

EMP2

<---

dotincay

5,807

-,089

REL3

<---

sudongcam

5,387

-,095

REL6

<---

giaca

4,950

,069

REL6

<---

sudongcam

10,482

,136

REL6

<---

antoanhieuqua

5,278

,086

RES1

<---

mangluoi

6,456

-,086

RES1

<---

phuongtienhuuhinh

4,283

,086

RES5

<---

giaca

4,002

,058


PHỤ LỤC 5

MÔ HÌNH CẤU TRÖC TUYẾN TÍNH SEM

Regression Weights: (Group number 1 - Default model)


Estimate

S.E.

C.R.

P

Label

suhailong

<---

antoanhieuqua

,084

,044

1,903

,057


suhailong

<---

dotincay

,126

,054

2,330

,020


suhailong

<---

phuongtienhuuhinh

,054

,051

1,065

,287


suhailong

<---

dongcam

,124

,062

2,008

,045


suhailong

<---

mangluoi

,266

,058

4,624

***


suhailong

<---

giaca

,281

,052

5,377

***


Standardized Regression Weights: (Group number 1 - Default model)



Estimate

suhailong

<---

antoanhieuqua

,077

suhailong

<---

dotincay

,105

suhailong

<---

phuongtienhuuhinh

,043

suhailong

<---

dongcam

,102

suhailong

<---

mangluoi

,243

suhailong

<---

giaca

,304

Covariances: (Group number 1 - Default model)


Estimate

S.E.

C.R.

P

Label

antoanhieuqua

<-->

dotincay

,159

,018

8,860

***


antoanhieuqua

<-->

dongcam

,131

,016

8,030

***


antoanhieuqua

<-->

mangluoi

,105

,017

6,217

***


antoanhieuqua

<-->

giaca

,170

,020

8,410

***


dotincay

<-->

dongcam

,154

,017

9,330

***


dotincay

<-->

mangluoi

,107

,016

6,729

***


dotincay

<-->

giaca

,177

,020

8,991

***


dongcam

<-->

mangluoi

,162

,017

9,327

***


dongcam

<-->

giaca

,217

,020

10,825

***


mangluoi

<-->

giaca

,300

,025

12,189

***


phuongtienhuuhinh

<-->

antoanhieuqua

,093

,015

6,210

***


phuongtienhuuhinh

<-->

dotincay

,106

,015

7,203

***


phuongtienhuuhinh

<-->

dongcam

,139

,016

8,891

***


phuongtienhuuhinh

<-->

mangluoi

,069

,014

4,864

***


phuongtienhuuhinh

<-->

giaca

,132

,018

7,506

***


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