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 Alpha N of Items
.941 6

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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 Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's
Alpha if Item Deleted
TC1S 17.6026 15,185 .835 .928
TC2S 17.4915 14,998 .821 .929
TC3S 17.6325 14.688 .818 .930
TC4S 17.5940 15.375 .784 .934
TC5S 17.8034 15,850 .797 .933
TC6S 17.5171 14.131 .882 .922

RESPONSE

Reliability Statistics

Cronbach's Alpha N of Items
.934 9

Item-Total Statistics

  Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item
Deleted
DU7S 33.0598 24.469 .837 .921
DU8S 33.1239 26.418 .564 .938
DU9S 31.9060 24,755 .825 .922
DU10S 32.0256 24.489 .891 .918
DU11S 32,0128 25,060 .838 .921
DU12S 32.1026 25.346 .763 .926
DU13S 31.9658 26.522 .682 .930
DU14S 32.1325 25.326 .724 .928
DU15S 32.0641 25,794 .672 .931

SERVICE CAPABILITIES

Reliability Statistics

Cronbach's Alpha N of Items
.925 6

Item-Total Statistics

  Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item
Deleted
NL16S 18.5513 14,798 .820 .910
NL17S 18.6624 12.783 .850 .902
NL18S 18.8718 12,911 .900 .894
NL19S 18.7692 14,273 .754 .915
NL20S 19.3462 15.523 .488 .948
NL21S 18.8547 12,554 .937 .888

EMPATHETIC

Reliability Statistics

Cronbach's Alpha N of Items
.949 6

Item-Total Statistics

  Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item
Deleted
DC22S 19.0342 17,037 .904 .931
DC23S 18.9744 17.373 .917 .930
DC24S 18.6538 17.712 .866 .936
DC25S 19.0470 18,388 .710 .955
DC26S 19.3419 17,908 .798 .944
DC27S 18.5385 17.838 .868 .936

TANGIBLE MEDIA

Reliability Statistics

Cronbach's Alpha N of Items
.955 7

Item-Total Statistics

  Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's
Alpha if Item Deleted
PT28S 23.5812 25,798 .844 .948
PT29S 23.3803 24.683 .924 .941
PT30S 23.4316 23,800 .906 .943
PT31S 23.0470 25,753 .926 .941
PT32S 23.6496 27.147 .841 .949
PT33S 23.7949 29,039 .569 .968
PT34S 23.0641 25,811 .929 .941

CUSTOMER SATISFACTION

Cronbach's Alpha N of Items
.947 5
  Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item
Deleted
MEET NEEDS 15.5897 8.131 .900 .936
UU TIEN LUA CHON 15.2137 9.542 .856 .934
CAM KET DELIVERY ONLY 14.3120 9,941 .894 .929
DIFFERENT DIFFERENCE 14.3376 9.847 .897 .928
MUC FOR MANUAL 14.9402 11.138 .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-Square 1.224E4
DF 561
Sig. .000

Result of factor formation:

Pattern Matrix

  Factor
first 2 3 4 5 6
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 . coefficient Number of factors to be extracted Extracted variance (>50%) Discarded variable
first 0.894 6 78.37 PT33S
2 0.890 6 79.30 NL20S
3 0.886 6 80.27 DU15S
4 0.891 5 77.59 DU14S
5 0.885 5 77.55 DC25S
6 0.879 5 78.09 DC27S
7 0.873 5 77.99  

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-Square 9.860E3
DF 378
Sig. .000

EFA analysis results of service components scale:

Pattern Matrix
  Factor      
  first 2 3 4 5 Eigenvalues Method
wrong deduction

Factor name
PT34S 0.94         15.06 53.79 TANGIBLE MEDIA
PT31S 0.93        
PT30S 0.89        
PT28S 0.79        
PT32S 0.75        
PT29S 0.71        
DU7S   0.88       2.19 7.83 ABILITY TO MEET
DU12S   0.85      
DU11S   0.81     0.34
DU10S   0.79      
DU8S -0.35 0.78      
DU9S   0.74      
DU13S   0.71      
TC5S     0.88     1.97 7.03 RELIABILITY
TC3S     0.84    
TC2S     0.82    
TC4S     0.79    
TC1S     0.69    
TC6S     0.64   0.31
NL16S       0.90   1.53 5.47 SERVICE CAPABILITIES
NL17S       0.90  
NL21S       0.88  
NL18S       0.83  
NL19S       0.81  
DC22S         0.89 1.08 3.87 EMPATHY
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-Square 1.660E3
DF ten
Sig. .000

Total Variance Explained

Factor Initial Eigenvalues Extraction Sums of Squared Loadings
Total % of Variance Cumulative % Total % of Variance Cumulative %
first 4.243 84,869 84,869 4.059 81,183 81,183
2 .394 7.879 92.748      
3 .253 5.067 97.815      
4 .090 1,791 99.606      
5 .020 .394 100,000 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 HANG PHUONG TIEN HUU HIGHLIGHTS DAP UNG HOT NEWS FUCKING FUCKING LUCK SYMPATHY
SUPPLY Pearson MAN KHACH Correlation first .699** .670** .635** .646** .763**
CAVE Sig. (2-tailed)   .000 .000 .000 .000 .000
WOMEN 234 234 234 234 234 234
PHUONG TIEN HU Pearson Correlation .699** first .564** .514** .628** .648**
HIM Sig. (2-tailed) .000   .000 .000 .000 .000
WOMEN 234 234 234 234 234 234
DAP UNG Pearson Correlation .670** .564** first .545** .504** .571**
Sig. (2-tailed) .000 .000   .000 .000 .000
WOMEN 234 234 234 234 234 234
HOT NEWS Pearson Correlation .635** .514** .545** first .543** .630**
Sig. (2-tailed) .000 .000 .000   .000 .000
WOMEN 234 234 234 234 234 234
FUCKING FUCKING LUCK Pearson Correlation .646** .628** .504** .543** first .625**
Sig. (2-tailed) .000 .000 .000 .000   .000
WOMEN 234 234 234 234 234 234
SYMPATHY Pearson Correlation .763** .648** .571** .630** .625** first
Sig. (2-tailed) .000 .000 .000 .000 .000  
WOMEN 234 234 234 234 234 234

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

The results of multiple linear regression analysis

Model Summaryb

Model CHEAP R Square Adjusted R Square Std. Error of the Estimate
first .847a .717 .711 .52696042

ANOVAb

Model Sum of Squares DF Mean Square F Sig.
first Regression 160.521 5 32.104 115.613 .000a
  Residual 63,313 228 .278    
  Total 223.834 233      

Coefficientsa

Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics
REMOVE Std. Error Beta Tolerance VIF
first (Constant) 6,200E-16 .034   .000 1,000 yen    
  PHUONG TIEN HUU HIGHLIGHTS .207 .051 .210 4.083 .000 .467 2.139
  DAP UNG .228 .046 .229 4.898 .000 .567 1,765
  HOT NEWS .119 .048 .119 2.464 .014 .531 1.884
  FUCKING FUCKING LUCK .114 .049 .116 2.330 .021 .500 1,998
  SYMPATHY .346 .054 .348 6.389 .000 .417 2.398

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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