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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Solution Group To Improve Customer Satisfaction -
Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 10 -
Evaluation Of Service Quality At Branches, Transaction Offices, Savings Funds At Scb -
Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 13 -
Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 14 -
Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 15
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 | ||||||