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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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