Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 12

HOW MUCH BANK YOU TRANSACTION WITH

  Frequency Percent Valid Percent Cumulative Percent
  1-2 banks 107 45.7 45.7 45.7
  3-4 banks 122 52.1 52.1 97.9
Valid 5-6 banks 4 1.7 1.7 99.6
  7-8 banks first .4 .4 100.0
  Total 234 100.0 100.0  

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 12

YOUR CAREER ONLY

  Frequency Percent Valid Percent Cumulative Percent
  Thank you, the staff of the country 49 20.9 20.9 20.9
  Employees of limited liability companies, CPs, joint ventures... 47 20.1 20.1 41.0
  Buon ban, grape business 3 1.3 1.3 42.3
  Listen to the conversation (bac si, luat su, hang ...) 27 11.5 11.5 53.8
Valid Business Development 14 6.0 6.0 59.8
  Student 4 1.7 1.7 61.5
  delivery 20 8.5 8.5 70.1
  Huu tri 37 15.8 15.8 85.9
  Noisy 23 9.8 9.8 95.7
  Listen differently ten 4.3 4.3 100.0
  Total 234 100.0 100.0  

Case Summary

  Cases
Valid Missing Total
WOMEN Percent WOMEN Percent WOMEN Percent
$DICHVUa 234 64.8% 127 35.2% 361 100.0%

a. Dichotomy group tabulated at value 1.

 

$SERVICE USING Frequencies

  Responses Percent of Cases
WOMEN Percent
Savings deposit, term deposit 222 30.2% 94.9%
Payment deposit 149 20.2% 63.7%
Loan 28 3.8% 12.0%
Gold-foreign currency trading 0 0.0% 0.0%
You issue valuable papers 0 0.0% 0.0%
have/are using Domestic Money Transfer Service 63 8.6% 26.9%
Use International Money Transfer Services 28 3.8% 12.0%
what service Bill payment service 26 3.5% 11.1%
following of Treasury Services 7 1.0% 3.0%
SCB (can Invest 0 0.0% 0.0%
select multiple Factoring 0 0.0% 0.0%
product) Guarantee 3 0.4% 1.3%
International payments ten 1.4% 4.3%
ATM card 99 13.5% 42.3%
E-banking service EBANKING 95 12.9% 40.6%
Is different 6 0.8% 2.6%
Total 736 100.0% 314.5%

Dichotomy group tabulated at value 1.

 

Case Summary

  Cases
Valid Missing Total
WOMEN Percent WOMEN Percent WOMEN Percent
$DICHVU*TUCACH 234 64.8% 127 35.2% 361 100.0%

$DICHVU*TUCACH Crosstabulation

  You have a transaction relationship with SCB as  
Fish core Business Karma Total
Count Column N % Count Column N %  
  Savings deposit, term deposit 179 100.0% 43 78.2% 222
  Payment deposit ninety four 52.5% 55 100.0% 149
  Loan 28 15.6% 0 0.0% 28
Customers Gold-foreign currency trading 0 0.0% 0 0.0% 0
Issuing valuable papers 0 0.0% 0 0.0% 0
was/is
use Domestic money transfer service 32 17.9% thirty first 56.4% 63
NS
International money transfer service 14 7.8% 14 25.5% 28
service
Bill payment service 26 14.5% 0 0.0% 26
next?
Treasury Services 3 1.7% 4 7.3% 7
here of
Investment 0 0.0% 0 0.0% 0
SCB (yes
can choose Factoring 0 0.0% 0 0.0% 0
many products Guarantee 0 0.0% 3 5.5% 3
Products) International payments 0 0.0% ten 18.2% ten
  ATM card 88 49.2% 11 20.0% 99
  E-banking service EBANKING 85 47.5% ten 18.2% 95
  Is different 6 3.4% 0 0.0% 6
Total 179 100.0% 55 100.0% 234

PRIME ASSESSMENT OF EACH SERVICE

  Not good Normal Pretty good Good Very good Total
Savings deposit, term deposit Frequency 0 0 14 194 14 222
Percent 0.0 0 6.3 87.4 6.3 100.0
Valid Percent 0.0 0.0 6.3 87.4 6.3 100.0
Cumulative Percent 0.0 0.0 6.3 93.7 100.0  
Payment deposit Frequency 0 ten 18 121 0 149
Percent 0.0 6.7 12.1 81.2 0.0 100.0
Valid Percent 0.0 6.7 12.1 81.2 0.0 100.0
Cumulative Percent 0.0 6.7 93.3 100.0 0.0  
Loan Frequency 5 14 9 0 0 28
Percent 17.9 50.0 32.1 0.0 0.0 100.0
Valid Percent 17.9 50.0 32.2 0.0 0.0 100.0
Cumulative Percent 17.9 82.1 100.0 0.0 0.0  
Trading foreign currency - gold Frequency 0 0 0 0 0 0
Percent 0.0 0.0 0.0 0.0 0.0 0.0
Valid Percent 0.0 0.0 0.0 0.0 0.0 0.0
Cumulative Percent 0.0 0.0 0.0 0.0 0.0  
Issuing valuable papers Frequency 0 0 0 0 0 0
Percent 0.0 0.0 0.0 0.0 0.0 0.0
Valid Percent 0.0 0.0 0.0 0.0 0.0 0.0
Cumulative Percent 0.0 0.0 0.0 0.0 0.0  
Domestic money transfer service Frequency 0 7 37 19 0 63
Percent 0.0 11.1 58.7 30.2 0.0 100.0
Valid Percent 0.0 11.1 58.7 30.2 0.0 100.0
Cumulative Percent 0.0 11.1 88.9 100.0 0.0  
International money transfer service Frequency 0 6 14 8 0 28
Percent 0.0 21.4 50.0 28.6 0.0 100.0
Valid Percent 0.0 21.4 50.0 28.6 0.0 100.0
Cumulative Percent 0.0 21.4 78.6 100.0 0.0  
Bill payment service Frequency 7 9 ten 0 0 26
Percent 26.9 34.6 38.5 0.0 0.0 100.0
Valid Percent 26.9 34.6 38.5 0.0 0.0 100.0
Cumulative Percent 26.9 73.1 100.0 0.0 0.0  
Treasury Services Frequency 0 4 3 0 0 7
Percent 0.0 57.1 42.9 0.0 0.0 100.0
Valid Percent 0.0 57.1 42.9 0.0 0.0 100.0
Cumulative Percent 0.0 57.1 100.0 0.0 0.0  
Investment Frequency 0 0 0 0 0 0
Percent 0.0 0.0 0.0 0.0 0.0 0.0
Valid Percent 0.0 0.0 0.0 0.0 0.0 0.0
Cumulative Percent 0.0 0.0 0.0 0.0 0.0  
Factoring Frequency 0 0 0 0 0 0
Percent 0.0 0.0 0.0 0.0 0.0 0.0
Valid Percent 0.0 0.0 0.0 0.0 0.0 0.0
  Cumulative Percent 0.0 0.0 0.0 0.0 0.0  
Guarantee Frequency 0 3 0 0 0 3
Percent 0.0 100.0 0.0 0.0 0.0 100.0
Valid Percent 0.0 100.0 0.0 0.0 0.0 100.0
Cumulative Percent 0.0 100.0 0.0 0.0 0.0  
International payments Frequency 0 0 6 4 0 ten
Percent 0.0 0.0 60.0 40.0 0.0 100.0
Valid Percent 0.0 0.0 60.0 40.0 0.0 100.0
Cumulative Percent 0.0 0.0 60.0 100.0 0.0  
ATM card Frequency 6 thirty first 55 7 0 99
Percent 6.1 31.3 55.6 7.1 0.0 100.0
Valid Percent 6.1 31.3 55.6 7.1 0.0 100.0
Cumulative Percent 6.1 37.4 93.0 100.0 0.0  
E-banking service Ebanking Frequency 0 twelfth 57 26 0 95
Percent 0.0 12.6 60.0 27.4 0.0 100.0
Valid Percent 0.0 12.6 60.0 27.4 0.0 100.0
Cumulative Percent 0.0 12.6 72.6 100.0 0.0  
Is different Frequency 0 3 3   0 6
Percent 0.0 50.0 50.0   0.0 100.0
Valid Percent 0.0 50.0 50.0   0.0 100.0
Cumulative Percent 0.0 50.0 100.0   0.0  

RURAL ASSESSMENT OF EACH SERVICE Descriptive Statistics

  WOMEN Minimum Maximum Mean Std. Deviation
Savings deposit, term deposit 222 3 5 4.00 .356
Payment deposit 149 2 4 3.74 .571
Loan 28 first 3 2.14 .705
Gold-foreign currency trading 0        
Issuing valuable papers 0        
Domestic money transfer service 63 2 4 3.19 .618
International money transfer service 28 2 4 3.07 .716
Bill payment service 26 first 3 2.12 .816
Treasury Services 7 2 3 2.43 .535
Investment 0        
Factoring 0        
Guarantee 3 2 2 2.00 .000
International payments ten 3 4 3.40 .516
ATM card 99 first 4 2.64 .706
E-banking service Ebanking 95 2 4 3.15 .618
Is different 6 2 3 2.50 .548
Valid N (listwise) 0        

APPENDIX 6

Preliminary inspection

Preliminary assessment of customer satisfaction

Descriptive Statistics
  WOMEN Mean Std.

 

Deviation

DG NEWS 234 3.09 1.00
DG DAP UNG 234 3.81 1.28
DG BAG 234 3.53 0.93
DG DONG CAM 234 3.72 0.88
DG PHUONG TIEN HUU HIGHLIGHTS 234 4.21 1.01
MEET NEEDS 234 3.01 1.10
UU TIEN LUA CHON 234 3.38 0.88
CAM KET DELIVERY ONLY 234 4.29 0.79
DIFFERENT DIFFERENCE 234 4.26 0.80
MUC FOR MANUAL 234 3.66 0.62
Valid N (listwise) 234 3.70 0.84

Evaluation of the scale of quality service components before and after the consolidation

DESCRIPTIVE STATISTICS
ELEMENT BEFORE Merging AFTER Merging DIFFERENCE (after-before) MEANING OF RESULTS
  WOMEN Mean Std. Deviation Mean Std. Deviation
TRUST 3.41 0.98 3.52 0.88 0.11
TC1 234 3.46 0.98 3.53 0.84 0.07
TC2 234 3.58 0.90 3.64 0.88 0.06
TC3 234 3.58 0.89 3.50 0.93 -0.09
TC4 234 3.64 1.06 3.53 0.86 -0.11
TC5 234 3.02 0.96 3.32 0.78 0.30
TC6 234 3.19 1.06 3.61 0.96 0.42
MEET 4.00 0.85 4.03 0.78 0.03
DU7 234 2.90 0.91 3.24 0.81 0.34
DU8 234 2.74 0.93 3.18 0.82 0.44
DU9 234 4.26 0.92 4.39 0.79 0.14
DU10 234 4.29 0.85 4.27 0.77 -0.02
DU11 234 4.32 0.84 4.29 0.74 -0.04
DU12 234 4.45 0.76 4.20 0.77 -0.25
DU13 234 4.37 0.80 4.33 0.69 -0.04
DU14 234 4.29 0.83 4.17 0.80 -0.12
DU15 234 4.38 0.79 4.24 0.79 -0.14
SERVICE CAPACITY 3.58 0.94 3.77 0.86 0.19
NL16 234 3.68 0.88 4.06 0.68 0.38
NL17 234 3.61 0.96 3.95 0.97 0.34
NL18 234 3.68 0.94 3.74 0.91 0.06
NL19 234 3.82 0.85 3.84 0.82 0.03
NL20 234 3.13 1.02 3.27 0.86 0.13
NL21 234 3.54 0.99 3.76 0.93 0.21
Sympathy 3.69 0.96 3.79 0.94 0.10
DC22 234 3.44 1.01 3.68 0.97 0.25
DC23 234 3.61 0.85 3.74 0.92 0.14
DC24 234 4.26 0.93 4.06 0.92 -0.20
DC25 234 3.34 0.95 3.67 0.97 0.33
DC26 234 3.35 0.93 3.38 0.95 0.02
DC27 234 4.13 1.06 4.18 0.90 0.05
TARGET VEHICLES 3.82 0.94 3.90 0.95 0.08
PT28 234 3.71 0.87 3.74 0.98 0.03
PT29 234 4.13 1.00 3.94 1.02 -0.19
PT30 234 3.97 0.90 3.89 1.14 -0.08
PT31 234 4.15 1.02 4.28 0.91 0.12
PT32 234 3.35 0.78 3.68 0.83 0.33
PT33 234 3.35 0.95 3.53 0.87 0.18
PT34 234 4.11 1.07 4.26 0.90 0.15
Valid N (listwise) 234            
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