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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 13

APPENDIX 7

Testing the scale through Cronbach's alpha coefficient

TRUST

Reliability Statistics

Cronbach's AlphaN of Items
.9416

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 13

Item-Total Statistics

 Scale Mean if Item DeletedScale Variance if Item DeletedCorrected Item- Total CorrelationCronbach's
Alpha if Item Deleted
TC1S17.602615,185.835.928
TC2S17.491514,998.821.929
TC3S17.632514.688.818.930
TC4S17.594015.375.784.934
TC5S17.803415,850.797.933
TC6S17.517114.131.882.922

RESPONSE

Reliability Statistics

Cronbach's AlphaN of Items
.9349

Item-Total Statistics

 Scale Mean if Item DeletedScale Variance if Item DeletedCorrected Item- Total CorrelationCronbach's Alpha if Item
Deleted
DU7S33.059824.469.837.921
DU8S33.123926.418.564.938
DU9S31.906024,755.825.922
DU10S32.025624.489.891.918
DU11S32,012825,060.838.921
DU12S32.102625.346.763.926
DU13S31.965826.522.682.930
DU14S32.132525.326.724.928
DU15S32.064125,794.672.931

SERVICE CAPABILITIES

Reliability Statistics

Cronbach's AlphaN of Items
.9256

Item-Total Statistics

 Scale Mean if Item DeletedScale Variance if Item DeletedCorrected Item- Total CorrelationCronbach's Alpha if Item
Deleted
NL16S18.551314,798.820.910
NL17S18.662412.783.850.902
NL18S18.871812,911.900.894
NL19S18.769214,273.754.915
NL20S19.346215.523.488.948
NL21S18.854712,554.937.888

EMPATHETIC

Reliability Statistics

Cronbach's AlphaN of Items
.9496

Item-Total Statistics

 Scale Mean if Item DeletedScale Variance if Item DeletedCorrected Item- Total CorrelationCronbach's Alpha if Item
Deleted
DC22S19.034217,037.904.931
DC23S18.974417.373.917.930
DC24S18.653817.712.866.936
DC25S19.047018,388.710.955
DC26S19.341917,908.798.944
DC27S18.538517.838.868.936

TANGIBLE MEDIA

Reliability Statistics

Cronbach's AlphaN of Items
.9557

Item-Total Statistics

 Scale Mean if Item DeletedScale Variance if Item DeletedCorrected Item- Total CorrelationCronbach's
Alpha if Item Deleted
PT28S23.581225,798.844.948
PT29S23.380324.683.924.941
PT30S23.431623,800.906.943
PT31S23.047025,753.926.941
PT32S23.649627.147.841.949
PT33S23.794929,039.569.968
PT34S23.064125,811.929.941

CUSTOMER SATISFACTION

Cronbach's AlphaN of Items
.9475
 Scale Mean if Item DeletedScale Variance if Item DeletedCorrected Item- Total CorrelationCronbach's Alpha if Item
Deleted
MEET NEEDS15.58978.131.900.936
UU TIEN LUA CHON15.21379.542.856.934
CAM KET DELIVERY ONLY14.31209,941.894.929
DIFFERENT DIFFERENCE14.33769.847.897.928
MUC FOR MANUAL14.940211.138.831.945

Reliability Statistics
Item-Total Statistics

APPENDIX 8

EFA . exploratory factor analysis

Exploratory factor analysis EFA scales service quality components

Initial result

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy..894
Bartlett's Test of Sphericity Approx. Chi-Square1.224E4
DF561
Sig..000

Result of factor formation:

Pattern Matrix

 Factor
first23456
DC24S.985     
DC22S.980  
DC23S.937  
DC26S.803  
DC27S.656.326 
DC25S.577  
DU14S.520  
NL20S.358  
PT33S.352  
PT28S .881 
PT34S .854 
PT31S .823 
PT30S .815 
PT32S .754 
PT29S .662 
DU11S.346 .878
DU9S  .851
DU13S  .851   
DU12S .802   
DU10S .745   
DU7S .693  .507
DU15S.317.396   
TC5S  .984  
TC1S  .860  
TC2S  .846  
TC4S  .770  
TC3S  .756  
TC6S.319 .710  
NL16S   .972 
NL21S   .878 
NL17S   .873 
NL18S   .824 
NL19S   .783 
DU8S .484  .768

Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
Rotation converged in 8 iterations.

Table of results after 7 times of factor analysis

Factor Analysis (Times)KMO . coefficientNumber of factors to be extractedExtracted variance (>50%)Discarded variable
first0.894678.37PT33S
20.890679.30NL20S
30.886680.27DU15S
40.891577.59DU14S
50.885577.55DC25S
60.879578.09DC27S
70.873577.99 

Result of the 7th factor analysis:

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy..873
Bartlett's Test of Sphericity Approx. Chi-Square9.860E3
DF378
Sig..000

EFA analysis results of service components scale:

Pattern Matrix
 Factor   
 first2345EigenvaluesMethod
wrong deduction
Factor name
PT34S0.94    15.0653.79TANGIBLE MEDIA
PT31S0.93    
PT30S0.89    
PT28S0.79    
PT32S0.75    
PT29S0.71    
DU7S 0.88   2.197.83ABILITY TO MEET
DU12S 0.85   
DU11S 0.81  0.34
DU10S 0.79   
DU8S-0.350.78   
DU9S 0.74   
DU13S 0.71   
TC5S  0.88  1.977.03RELIABILITY
TC3S  0.84  
TC2S  0.82  
TC4S  0.79  
TC1S  0.69  
TC6S  0.64 0.31
NL16S   0.90 1.535.47SERVICE CAPABILITIES
NL17S   0.90 
NL21S   0.88 
NL18S   0.83 
NL19S   0.81 
DC22S    0.891.083.87EMPATHY
DC23S    0.84
DC24S    0.81
DC26S    0.74
Extraction Method: Principal Axis Factoring.   
Rotation Method: Promax with Kaiser
Normalization.

a. Rotation converged in 6 iterations.

Exploratory factor analysis EFA satisfaction scale

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy..818
Bartlett's Test of Sphericity Approx. Chi-Square1.660E3
DFten
Sig..000

Total Variance Explained

FactorInitialEigenvaluesExtraction Sums of Squared Loadings
Total% of VarianceCumulative %Total% of VarianceCumulative %
first4.24384,86984,8694.05981,18381,183
2.3947.87992.748   
3.2535.06797.815   
4.0901,79199.606   
5.020.394100,000 won   

Extraction Method: Principal Axis Factoring.
Factor Matrix

 Factor
first
DIFFERENT DIFFERENCE.934
CAM KET DELIVERY ONLY.931
MEET NEEDS.919
UU TIEN LUA CHON.864
MUC FOR MANUAL.852

Extraction Method: Principal Axis Factoring.
1 factors extracted. 6 iterations required.

APPENDIX 9

Test the research model by multiple regression analysis

Correlation analysis

Correlations

 SU THANH MAN KHACH HANGPHUONG TIEN HUU HIGHLIGHTSDAP UNGHOT NEWSFUCKING FUCKING LUCKSYMPATHY
SUPPLY Pearson MAN KHACH Correlationfirst.699**.670**.635**.646**.763**
CAVESig. (2-tailed) .000.000.000.000.000
WOMEN234234234234234234
PHUONG TIEN HUPearson Correlation.699**first.564**.514**.628**.648**
HIMSig. (2-tailed).000 .000.000.000.000
WOMEN234234234234234234
DAP UNGPearson Correlation.670**.564**first.545**.504**.571**
Sig. (2-tailed).000.000 .000.000.000
WOMEN234234234234234234
HOT NEWSPearson Correlation.635**.514**.545**first.543**.630**
Sig. (2-tailed).000.000.000 .000.000
WOMEN234234234234234234
FUCKING FUCKING LUCKPearson Correlation.646**.628**.504**.543**first.625**
Sig. (2-tailed).000.000.000.000 .000
WOMEN234234234234234234
SYMPATHYPearson Correlation.763**.648**.571**.630**.625**first
Sig. (2-tailed).000.000.000.000.000 
WOMEN234234234234234234

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

The results of multiple linear regression analysis

Model Summaryb

ModelCHEAPR SquareAdjusted R SquareStd. Error of the Estimate
first.847a.717.711.52696042

ANOVAb

ModelSum of SquaresDFMean SquareFSig.
firstRegression160.521532.104115.613.000a
 Residual63,313228.278  
 Total223.834233   

Coefficientsa

ModelUnstandardized CoefficientsStandardized CoefficientstSig.CollinearityStatistics
REMOVEStd. ErrorBetaToleranceVIF
first(Constant)6,200E-16.034 .0001,000 yen  
 PHUONG TIEN HUU HIGHLIGHTS.207.051.2104.083.000.4672.139
 DAP UNG.228.046.2294.898.000.5671,765
 HOT NEWS.119.048.1192.464.014.5311.884
 FUCKING FUCKING LUCK.114.049.1162.330.021.5001,998
 SYMPATHY.346.054.3486.389.000.4172.398

a. Dependent Variable: SUCCESSFUL
PRODUCTS
Predictors: (Constant), DONG CAM, DAP UNG, SUCCESSFUL, SPECIAL NEWS, PHUONG TIEN HUU HIGH DEVELOPMENT
Dependent Variable: SUCCESSFUL HANG
Predictors: (Constant) , DONG CAM, DAP UNG, NANG LUC PHUC VU, PHUONG TIEN HUU HINH
Dependent Variable:

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Date published: 17/11/2021