Phân tích các nhân tố ảnh hưởng đến mức độ hài lòng của người nộp thuế đối với chất lượng dịch vụ hành chính thuế tại Chi Cục Thuế thành phố Cà Mau tỉnh Cà Mau - 8

 

 

CSVC1

11.28

6.453

.550

.711

CSVC2

11.37

6.133

.573

.699

CSVC3

11.03

7.422

.636

.687

CSVC4

11.29

6.635

.524

.725

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3.3. Biến S Cảm thông

 

Reliability Statistics

Cronbach's Alpha

N of Items

.833

3

 

 

Item Statistics

 

Mean

Std. Deviation

N

SCT1

3.83

1.007

280

SCT2

3.85

1.025

280

SCT3

3.77

1.051

280

 

Item-Total Statistics

 

Scale Mean if Item

Deleted

Scale Variance if Item

Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

SCT1

7.62

3.534

.682

.781

SCT2

7.60

3.438

.695

.768

SCT3

7.69

3.327

.704

.759

 

3.4. Biến Dân ch

 

Reliability Statistics

Cronbach's Alpha

N of Items

.786

4

 

Item Statistics

 

Mean

Std. Deviation

N

TDCVCB1

3.77

1.023

280

TDCVSCB2

3.84

1.065

280

TDCVSCB3

3.74

1.108

280

TDCVSCB4

3.80

1.088

280

 

Item-Total Statistics

 

Scale Mean if

Item Deleted

Scale Variance if Item

Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if Item

Deleted

TDCVSCB1

11.38

6.909

.600

.730

TDCVSCB2

11.31

7.067

.527

.766

 

 

TDCVSCB3

11.41

6.300

.658

.699

TDCVSCB4

11.34

6.684

.590

.735

 

3.5. Biến Năng l c phục vụ

 

Reliability Statistics

Cronbach's Alpha

N of Items

.793

5

 

Item Statistics

 

Mean

Std. Deviation

N

NLPV1

3.74

1.098

280

NLPV2

3.74

1.119

280

NLPV3

3.72

1.105

280

NLPV4

3.71

1.173

280

NLPV5

3.77

1.037

280

 

Item-Total Statistics

 

Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if

Item Deleted

NLPV1

14.94

10.989

.629

.736

NLPV2

14.93

11.182

.580

.752

NLPV3

14.96

11.568

.530

.768

NLPV4

14.96

11.117

.547

.763

NLPV5

14.91

11.590

.582

.752

 

3.6. Biến minh bạch

 

Reliability Statistics

Cronbach's Alpha

N of Items

.823

4

 

Item Statistics

 

Mean

Std. Deviation

N

SCKMB1

3.78

1.050

280

SCKMB2

3.86

1.031

280

SCKMB3

3.81

1.130

280

SCKMB4

3.78

1.082

280

 

 

Item-Total Statistics

 

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

SCKMB1

11.45

7.259

.653

.774

SCKMB2

11.37

7.245

.675

.765

SCKMB3

11.42

6.911

.651

.775

SCKMB4

11.46

7.317

.610

.794

 

3.7. Biến đáp ứng

 

Reliability Statistics

Cronbach's Alpha

N of Items

.769

5

 

Item Statistics

 

Mean

Std. Deviation

N

MDDU1

3.90

1.054

280

MDDU2

3.79

1.003

280

MDDU3

3.86

1.021

280

MDDU4

3.82

1.042

280

MDDU5

3.59

.990

280

 

Item-Total Statistics

 

Scale Mean if Item

Deleted

Scale Variance if Item

Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if

Item Deleted

MDDU1

15.07

8.508

.643

.688

MDDU2

15.17

9.184

.557

.721

MDDU3

15.10

8.606

.656

.685

MDDU4

15.14

8.940

.569

.716

MDDU5

15.37

10.715

.290

.805

 

Kết quả chạy lại lần 2 biến đáp ứng

 

Reliability Statistics

Cronbach's Alpha

N of Items

.805

4

 

Item Statistics

 

Mean

Std. Deviation

N

MDDU1

3.90

1.054

280

 

 

MDDU2

3.79

1.003

280

MDDU3

3.86

1.021

280

MDDU4

3.82

1.042

280

 

Item-Total Statistics

 

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

MDDU1

11.47

6.150

.661

.736

MDDU2

11.58

6.739

.570

.779

MDDU3

11.51

6.337

.649

.742

MDDU4

11.55

6.449

.601

.765

3.8. Biến s hài lòng

 

Reliability Statistics

Cronbach's Alpha

N of Items

.862

4

 

Item Statistics

 

Mean

Std. Deviation

N

SHL1

3.53

.682

280

SHL2

3.58

.704

280

SHL3

3.58

.656

280

SHL4

3.56

.695

280

 

Item-Total Statistics

 

Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected Item-Total

Correlation

Cronbach's Alpha if

Item Deleted

SHL1

10.73

3.073

.736

.812

SHL2

10.68

3.015

.732

.814

SHL3

10.68

3.308

.653

.846

SHL4

10.70

3.072

.715

.821

 

4. Phân tích nhân tố khám phá EFA

4.1. Phân tích nhân tố khám phá EFA các biến độc lập

+ Kết quả EFA chạy lần 1

 

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.815

 

Bartlett's Test of Sphericity

Approx. Chi-Square

3482.553

df

406

Sig.

.000

 

 

Total Variance Explained

 

Component

Initial Eigenvalues

Extraction Sums of Squared Loadings

Rotation Sums of Squared

Loadings

Total

% of Variance

Cumulativ

e %

Total

% of

Variance

Cumulative %

Total

% of

Variance

Cumulat

ive %

1

6.408

22.098

22.098

6.408

22.098

22.098

3.242

11.178

11.178

2

2.591

8.933

31.031

2.591

8.933

31.031

2.884

9.944

21.123

3

2.372

8.180

39.211

2.372

8.180

39.211

2.810

9.689

30.812

4

2.316

7.985

47.195

2.316

7.985

47.195

2.653

9.148

39.960

5

1.949

6.722

53.917

1.949

6.722

53.917

2.591

8.934

48.895

6

1.754

6.048

59.966

1.754

6.048

59.966

2.476

8.538

57.433

7

1.510

5.209

65.174

1.510

5.209

65.174

2.245

7.741

65.174

8

.806

2.778

67.953

 

 

 

 

 

 

9

.726

2.504

70.456

 

 

 

 

 

 

10

.691

2.384

72.841

 

 

 

 

 

 

11

.662

2.284

75.124

 

 

 

 

 

 

12

.632

2.180

77.304

 

 

 

 

 

 

13

.587

2.025

79.330

 

 

 

 

 

 

14

.539

1.859

81.189

 

 

 

 

 

 

15

.529

1.823

83.012

 

 

 

 

 

 

16

.499

1.720

84.732

 

 

 

 

 

 

17

.484

1.668

86.400

 

 

 

 

 

 

18

.479

1.651

88.051

 

 

 

 

 

 

19

.448

1.546

89.596

 

 

 

 

 

 

20

.402

1.387

90.984

 

 

 

 

 

 

21

.378

1.304

92.288

 

 

 

 

 

 

22

.374

1.289

93.577

 

 

 

 

 

 

23

.368

1.268

94.844

 

 

 

 

 

 

24

.341

1.176

96.020

 

 

 

 

 

 

25

.307

1.059

97.079

 

 

 

 

 

 

26

.299

1.031

98.111

 

 

 

 

 

 

27

.273

.943

99.053

 

 

 

 

 

 

28

.143

.495

99.548

 

 

 

 

 

 

29

.131

.452

100.000

 

 

 

 

 

 

 

 

Component

1

2

3

4

5

6

7

NLPV1

.775

 

 

 

 

 

 

NLPV2

.740

 

 

 

 

 

 

NLPV5

.698

 

 

 

 

 

 

 

 

NLPV4

.677

 

 

 

 

 

 

NLPV3

.670

 

 

 

 

 

 

CSVC3

.653

 

 

 

 

 

.591

STC2

 

.795

 

 

 

 

 

STC3

 

.792

 

 

 

 

 

STC1

 

.786

 

 

 

 

 

STC5

 

.742

 

 

 

 

 

SCT3

 

 

.853

 

 

 

 

SCT2

 

 

.845

 

 

 

 

SCT1

 

 

.829

 

 

 

 

STC4

 

.549

.721

 

 

 

 

SCKMB2

 

 

 

.822

 

 

 

SCKMB1

 

 

 

.776

 

 

 

SCKMB3

 

 

 

.773

 

 

 

SCKMB4

 

 

 

.762

 

 

 

MDDU1

 

 

 

 

.819

 

 

MDDU3

 

 

 

 

.811

 

 

MDDU4

 

 

 

 

.756

 

 

MDDU2

 

 

 

 

.728

 

 

TDCVSCB3

 

 

 

 

 

.814

 

TDCVSCB1

 

 

 

 

 

.767

 

TDCVSCB2

 

 

 

 

 

.718

 

TDCVSCB4

 

 

 

 

 

.714

 

CSVC1

 

 

 

 

 

 

.795

CSVC2

 

 

 

 

 

 

.731

CSVC4

 

 

 

 

 

 

.723

+ Kết quả chạy EFA lần 2

KMO and Bartlett's Test

 

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.815

 

Bartlett's Test of Sphericity

Approx. Chi-Square

3067.248

df

378

Sig.

.000

Total Variance Explained

 

Compon ent

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

5.937

21.203

21.203

5.937

21.203

21.203

2.881

10.289

10.289

2

2.519

8.996

30.199

2.519

8.996

30.199

2.818

10.065

20.354

 

 

3

2.347

8.381

38.580

2.347

8.381

38.580

2.806

10.021

30.375

4

2.281

8.147

46.727

2.281

8.147

46.727

2.644

9.443

39.818

5

1.938

6.923

53.650

1.938

6.923

53.650

2.582

9.222

49.040

6

1.613

5.761

59.410

1.613

5.761

59.410

2.470

8.823

57.862

7

1.478

5.279

64.689

1.478

5.279

64.689

1.912

6.827

64.689

8

.795

2.839

67.528

 

 

 

 

 

 

9

.725

2.590

70.117

 

 

 

 

 

 

10

.680

2.430

72.547

 

 

 

 

 

 

11

.659

2.352

74.899

 

 

 

 

 

 

12

.632

2.256

77.155

 

 

 

 

 

 

13

.578

2.063

79.219

 

 

 

 

 

 

14

.539

1.924

81.143

 

 

 

 

 

 

15

.528

1.886

83.028

 

 

 

 

 

 

16

.498

1.779

84.807

 

 

 

 

 

 

17

.480

1.713

86.521

 

 

 

 

 

 

18

.478

1.708

88.228

 

 

 

 

 

 

 

19

 

.448

 

1.601

 

89.829

 

 

 

 

 

 

20

.402

1.437

91.266

 

 

 

 

 

 

21

.376

1.341

92.607

 

 

 

 

 

 

22

.369

1.316

93.924

 

 

 

 

 

 

23

.352

1.256

95.180

 

 

 

 

 

 

24

.341

1.218

96.398

 

 

 

 

 

 

25

.306

1.094

97.492

 

 

 

 

 

 

26

.299

1.068

98.560

 

 

 

 

 

 

27

.272

.972

99.532

 

 

 

 

 

 

28

.131

.468

100.000

 

 

 

 

 

 

 

 

Component

 

1

2

3

4

5

6

7

STC2

.796

 

 

 

 

 

 

STC3

.792

 

 

 

 

 

 

STC1

.788

 

 

 

 

 

 

STC5

.742

 

 

 

 

 

 

NLPV1

 

.766

 

 

 

 

 

NLPV2

 

.739

 

 

 

 

 

NLPV5

 

.722

 

 

 

 

 

NLPV4

 

.689

 

 

 

 

 

NLPV3

 

.655

 

 

 

 

 

SCT3

 

 

.853

 

 

 

 

 

 

SCT2

 

 

.845

 

 

 

 

SCT1

 

 

.829

 

 

 

 

STC4

.550

 

.722

 

 

 

 

SCKMB2

 

 

 

.825

 

 

 

SCKMB1

 

 

 

.773

 

 

 

SCKMB3

 

 

 

.773

 

 

 

SCKMB4

 

 

 

.764

 

 

 

MDDU1

 

 

 

 

.819

 

 

MDDU3

 

 

 

 

.811

 

 

MDDU4

 

 

 

 

.758

 

 

MDDU2

 

 

 

 

.730

 

 

TDCVSCB3

 

 

 

 

 

.817

 

TDCVSCB1

 

 

 

 

 

.769

 

TDCVSCB4

 

 

 

 

 

.715

 

TDCVSCB2

 

 

 

 

 

.714

 

CSVC1

 

 

 

 

 

 

.801

CSVC4

 

 

 

 

 

 

.732

CSVC2

 

 

 

 

 

 

.727

 

+ Kết quả chạy EFA lần 3

KMO and Bartlett's Test

 

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.814

 

Bartlett's Test of Sphericity

Approx. Chi-Square

2620.708

df

351

Sig.

.000

 

Total Variance Explained

 

Component

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

5.524

20.458

20.458

5.524

20.458

20.458

2.802

10.377

10.377

2

2.368

8.769

29.227

2.368

8.769

29.227

2.636

9.762

20.139

3

2.324

8.606

37.833

2.324

8.606

37.833

2.601

9.634

29.774

4

2.086

7.727

45.560

2.086

7.727

45.560

2.581

9.559

39.333

5

1.906

7.061

52.621

1.906

7.061

52.621

2.470

9.148

48.481

6

1.608

5.954

58.575

1.608

5.954

58.575

2.284

8.458

56.938

7

1.470

5.445

64.020

1.470

5.445

64.020

1.912

7.081

64.020

 

 

8

.795

2.944

66.963

 

 

 

 

 

 

9

.725

2.685

69.649

 

 

 

 

 

 

10

.680

2.520

72.169

 

 

 

 

 

 

11

.658

2.438

74.606

 

 

 

 

 

 

12

.629

2.329

76.936

 

 

 

 

 

 

13

.578

2.139

79.075

 

 

 

 

 

 

14

.535

1.980

81.055

 

 

 

 

 

 

15

.527

1.953

83.007

 

 

 

 

 

 

16

.498

1.843

84.851

 

 

 

 

 

 

17

.478

1.771

86.622

 

 

 

 

 

 

18

.471

1.746

88.368

 

 

 

 

 

 

19

.447

1.654

90.022

 

 

 

 

 

 

20

.396

1.467

91.490

 

 

 

 

 

 

21

.375

1.390

92.879

 

 

 

 

 

 

22

.359

1.330

94.209

 

 

 

 

 

 

23

.351

1.299

95.509

 

 

 

 

 

 

24

.339

1.254

96.763

 

 

 

 

 

 

25

.305

1.129

97.893

 

 

 

 

 

 

26

.297

1.101

98.994

 

 

 

 

 

 

27

.272

1.006

100.000

 

 

 

 

 

 

 

 

 

Component

1

2

3

4

5

6

7

NLPV1

.766

 

 

 

 

 

 

NLPV2

.739

 

 

 

 

 

 

NLPV5

.723

 

 

 

 

 

 

NLPV4

.691

 

 

 

 

 

 

NLPV3

.655

 

 

 

 

 

 

SCKMB2

 

.825

 

 

 

 

 

SCKMB3

 

.774

 

 

 

 

 

SCKMB1

 

.774

 

 

 

 

 

SCKMB4

 

.764

 

 

 

 

 

STC2

 

 

.796

 

 

 

 

STC1

 

 

.793

 

 

 

 

STC3

 

 

.785

 

 

 

 

STC5

 

 

.753

 

 

 

 

MDDU1

 

 

 

.818

 

 

 

MDDU3

 

 

 

.811

 

 

 

MDDU4

 

 

 

.759

 

 

 

 

 

MDDU2

 

 

 

.732

 

 

 

TDCVSCB3

 

 

 

 

.817

 

 

TDCVSCB1

 

 

 

 

.770

 

 

TDCVSCB4

 

 

 

 

.716

 

 

TDCVSCB2

 

 

 

 

.713

 

 

SCT3

 

 

 

 

 

.860

 

SCT2

 

 

 

 

 

.843

 

SCT1

 

 

 

 

 

.830

 

CSVC1

 

 

 

 

 

 

.799

CSVC4

 

 

 

 

 

 

.733

CSVC2

 

 

 

 

 

 

.728

4.2. Biến Phụ Thuộc

KMO and Bartlett's Test

 

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.807

 

Bartlett's Test of Sphericity

Approx. Chi-Square

511.130

df

6

Sig.

.000

Total Variance Explained

 

Component

Initial Eigenvalues

Extraction Sums of Squared Loadings

Total

% of Variance

Cumulative %

Total

% of Variance

Cumulative %

1

2.828

70.693

70.693

2.828

70.693

70.693

2

.497

12.428

83.121

 

 

 

3

.379

9.469

92.590

 

 

 

4

.296

7.410

100.000

 

 

 

 

Component Matrixa

 

 

Component

1

SHL1

.860

SHL2

.857

SHL4

.845

SHL3

.801

 

Correlations

 

F_SHL

F_NLP

V

F_SCK

MB

F_CSV

C

F_STC

F_SCT

F_TDC

VSCB

F_MD

DU

F_SHL

Pearson Correlation

1

.482**

.488**

.389**

.458**

.552**

.396**

.451**

Sig. (2-tailed)

 

.000

.000

.000

.000

.000

.000

.000

N

280

280

280

280

280

280

280

280

F_NLPV

Pearson Correlation

.482**

1

.233**

.211**

.294**

.173**

.335**

.185**

Sig. (2-tailed)

.000

 

.000

.000

.000

.004

.000

.002

N

280

280

280

280

280

280

280

280

F_SCK MB

Pearson Correlation

.488**

.233**

1

.282**

.157**

.218**

.272**

.144*

Sig. (2-tailed)

.000

.000

 

.000

.008

.000

.000

.016

N

280

280

280

280

280

280

280

280

F_CSVC

Pearson Correlation

.389**

.211**

.282**

1

.161**

.199**

.189**

.242**

Sig. (2-tailed)

.000

.000

.000

 

.007

.001

.002

.000

N

280

280

280

280

280

280

280

280

F_STC

Pearson Correlation

.458**

.294**

.157**

.161**

1

.192**

.158**

.143*

Sig. (2-tailed)

.000

.000

.008

.007

 

.001

.008

.016

N

280

280

280

280

280

280

280

280

F_SCT

Pearson Correlation

.552**

.173**

.218**

.199**

.192**

1

.219**

.164**

Sig. (2-tailed)

.000

.004

.000

.001

.001

 

.000

.006

N

280

280

280

280

280

280

280

280

F_TDCV SCB

Pearson Correlation

.396**

.335**

.272**

.189**

.158**

.219**

1

.157**

Sig. (2-tailed)

.000

.000

.000

.002

.008

.000

 

.009

N

280

280

280

280

280

280

280

280

F_MDD U

Pearson Correlation

.451**

.185**

.144*

.242**

.143*

.164**

.157**

1

Sig. (2-tailed)

.000

.002

.016

.000

.016

.006

.009

 

N

280

280

280

280

280

280

280

280

 

**. Correlation is significant at the 0.01 level (2-tailed).

*. Correlation is significant at the 0.05 level (2-tailed).

 

Model Summaryb

 

Mod

el

R

R Square

Adjusted R Square

Std. Error of the

Estimate

Durbin-

Watson

1

.834a

.696

.688

.32155

1.776

 

 

Model

Sum of Squares

df

Mean Square

F

Sig.

 

1

Regression

64.250

7

9.179

88.774

.000b

Residual

28.123

272

.103

 

 

Total

92.373

279

 

 

 

 

Coefficientsa

Model

Unstandardized

Coefficients

Standardized

Coefficients

t

Sig.

Collinearity Statistics

B

Std. Error

Beta

Tolerance

VIF

 

1

(Constant)

-.116

.152

 

-.761

.447

 

 

F_NLPV

.141

.026

.201

5.376

.000

.798

1.253

F_SCKMB

.160

.024

.242

6.634

.000

.841

1.188

F_CSVC

.060

.023

.095

2.626

.009

.850

1.177

F_STC

.150

.023

.229

6.416

.000

.881

1.135

F_SCT

.219

.023

.340

9.551

.000

.886

1.129

F_TDCVSCB

.065

.025

.094

2.560

.011

.825

1.212

F_MDDU

.177

.025

.252

7.177

.000

.905

1.105

Residuals Statisticsa

 

 

Minimum

Maximum

Mean

Std. Deviation

N

Predicted Value

1.5854

4.3738

3.5652

.47988

280

Residual

-1.76610

1.25516

.00000

.31749

280

Std. Predicted

Value

-4.126

1.685

.000

1.000

280

Std. Residual

-5.492

3.903

.000

.987

280

Dependent Variable: F_SHL

 

BIỂU ĐỒ HISTOGRAM

 

 

BIỂU ĐỒ NORMAL P-P PLOT

 

 

 

BIỂU ĐỒ SCATTER

 

6. Phân tích s khác biệt

+ Giới Tính

 

Group Statistics

 

GIOITINH

N

Mean

Std. Deviation

Std. Error Mean

F_SHL

NAM

158

3.5649

.62979

.05010

NU

122

3.5656

.49876

.04516

 

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

 

F_SHL

Equal variances

assumed

5.589

.019

-.010

278

.992

-.00070

.06947

-.13746

.13606

Equal variances not assumed

 

 

 

-.010

 

277.811

 

.992

 

-.00070

 

.06745

 

-.13348

 

.13208

 

+ Độ tuổi

 

Test of Homogeneity of Variances

F_SHL

Levene Statistic

df1

df2

Sig.

1.670

3

276

.174

 

ANOVA

F_SHL

 

Sum of Squares

df

Mean Square

F

Sig.

Between Groups

.669

3

.223

.671

.570

Within Groups

91.704

276

.332

 

 

Total

92.373

279

 

 

 

 

+ Trình độ h c vấn

Test of Homogeneity of Variances

 

F_SHL

Levene Statistic

df1

df2

Sig.

2.012

3

276

.112

 

ANOVA

 

F_SHL

 

Sum of Squares

df

Mean Square

F

Sig.

Between Groups

1.603

3

.534

1.625

.184

Within Groups

90.770

276

.329

 

 

Total

92.373

279

 

 

 

 

+ Nghề nghiệp

Test of Homogeneity of Variances

 

F_SHL

Levene Statistic

df1

df2

Sig.

.214

2

277

.807

 

ANOVA

 

F_SHL

 

Sum of Squares

df

Mean Square

F

Sig.

Between Groups

.353

2

.177

.532

.588

Within Groups

92.020

277

.332

 

 

Total

92.373

279

 

 

 

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