SU THANH MAN KHACH HANG
Hypothesis testing of the model
| Hypothesis | Content | Regression impact coefficient |
Sig. (<0.05) |
Testing result |
| H1 | The trust component is positively correlated with customer satisfaction. |
0.119 | 0.014 | Acceptance |
| H2 | The responsive component is positively correlated with customer satisfaction. |
0.229 | 0.000 | Acceptance |
| H3 | The service capacity component is positively correlated with customer satisfaction. |
0.116 | 0.021 | Acceptance |
| H4 | The empathy component is positively correlated with customer satisfaction. |
0.348 | 0.000 | Acceptance |
| H5 | Components of tangible media have positively correlated with customer satisfaction. |
0.210 | 0.000 | Acceptance |
APPENDIX 10
Test the difference in rating scores between individual customers and business customers
- Evaluation of service quality of SCB :
Group Statistics
| LOAIKH | WOMEN | Mean | Std. Deviation | Std. Error Mean | Sig. | Conclude | |
| TC1S | CA FAN | 179 | 3.3575 | .80419 | .06011 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.0727 | .74173 | .10002 | |||
| TC2S | CA FAN | 179 | 3.5810 | .83993 | .06278 | 0.082 | There is no |
| BUSINESSEP | 55 | 3.8182 | 1.00168 | .13507 | distinctive | ||
| TC3S | CA FAN | 179 | 3.4413 | .93657 | .0700 | 0.108 | There is no |
| BUSINESSEP | 55 | 3.6727 | .90379 | .12187 | distinctive | ||
| TC4S | CA FAN | 179 | 3.4581 | .88189 | .06592 | 0.008 | There is a difference |
| BUSINESSEP | 55 | 3.7818 | .73764 | .09946 | |||
| TC5S | CA FAN | 179 | 3.2011 | .77445 | .05789 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 3.7273 | .65134 | .08783 | |||
| TC6S | CA FAN | 179 | 3.4804 | .97923 | .07319 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.0364 | .74445 | .10038 | |||
| DU7S | CA FAN | 179 | 3.0838 | .77075 | .05761 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 3.7455 | .72567 | .09785 | |||
| DU8S | CA FAN | 179 | 3.0447 | .73302 | .05479 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 3.6000 | .93492 | .12606 | |||
| DU9S | Individual businesses |
179 55 |
4.3631 4.4909 |
.85261 .50452 |
.06373 .06803 |
0.172 | There is no difference |
| DU10S | CA FAN | 179 | 4.2067 | .81885 | .06120 | 0.002 | There is a difference |
| BUSINESSEP | 55 | 4.4909 | .50452 | .06803 | |||
| DU11S | CA FAN | 179 | 4.2235 | .78990 | .05904 | 0.004 | There is a difference |
| BUSINESSEP | 55 | 4.4909 | .50452 | .06803 | |||
| DU12S | CA FAN | 179 | 4.1061 | .81068 | .06059 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.4909 | .50452 | .06803 | |||
| DU13S | CA FAN | 179 | 4.3240 | .70793 | .05291 | 0.709 | There is no |
| BUSINESSEP | 55 | 4.3636 | .61955 | .08354 | distinctive | ||
| DU14S | CA FAN | 179 | 4.0447 | .84015 | .06280 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.5636 | .50050 | .06749 | |||
| DU15S | CA FAN | 179 | 4.1341 | .83727 | .06258 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.5636 | .50050 | .06749 | |||
| NL16S | CA FAN | 179 | 4.0503 | .68099 | .05090 | 0.701 | There is no |
| BUSINESSEP | 55 | 4.0909 | .70113 | .09454 | distinctive | ||
| NL17S | CA FAN | 179 | 3.8827 | 1.02917 | .07692 | 0.021 | There is a difference |
| BUSINESSEP | 55 | 4.1636 | .68755 | .09271 |
| NL18S | CA FAN | 179 | 3.5866 | .9102 | .06802 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.2364 | .69292 | .09343 | |||
| NL19S | CA FAN | 179 | 3.7095 | .81728 | .06109 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.2727 | .65134 | .08783 | |||
| NL20S | CA FAN | 179 | 3.0670 | .80447 | .06013 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 3.9091 | .72706 | .09804 | |||
| NL21S | CA FAN | 179 | 3.6648 | .97695 | .07302 | 0.001 | There is a difference |
| BUSINESSEP | 55 | 4.0545 | .67818 | .09145 | |||
| DC22S | CA FAN | 179 | 3.5028 | .97367 | .07278 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.2727 | .70592 | .09519 | |||
| DC23S | CA FAN | 179 | 3.6425 | .95140 | .07111 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.0727 | .71633 | .09659 | |||
| DC24S | CA FAN | 179 | 3.8939 | .95100 | .07108 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.6182 | .49031 | .06611 | |||
| DC25S | CA FAN | 179 | 3.5810 | 1.02654 | .07673 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 3.9636 | .69292 | .09343 | |||
| DC26S | CA FAN | 179 | 3.2570 | .86822 | .06489 | 0.003 | There is a difference |
| BUSINESSEP | 55 | 3.7636 | 1.10493 | .14899 |
| DC27S | CA FAN | 179 | 4.0447 | .95294 | .07123 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.6182 | .49031 | .06611 | |||
| PT28S | CA FAN | 179 | 3.6201 | 1.00607 | .07520 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.1455 | .75567 | .10190 | |||
| PT29S | CA FAN | 179 | 3.7877 | 1.09116 | .08156 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.4545 | .50252 | .06776 | |||
| PT30S | CA FAN | 179 | 3.7430 | 1.21826 | .09106 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.3818 | .59289 | .07994 | |||
| PT31S | CA FAN | 179 | 4.2235 | .99736 | .07455 | 0.023 | There is a difference |
| BUSINESSEP | 55 | 4.4545 | .50252 | .06776 | |||
| PT32S | CA FAN | 179 | 3.5866 | .83265 | .06224 | 0.003 | There is a difference |
| BUSINESSEP | 55 | 3.9636 | .76893 | .10368 | |||
| PT33S | CA FAN | 179 | 3.3240 | .79749 | .05961 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4,2000 | .75523 | .10184 | |||
| PT34S | CA FAN | 179 | 4.2011 | .98517 | .07364 | 0.012 | There is a difference |
| BUSINESSEP | 55 | 4.4545 | .50252 | .06776 |
- Satisfaction about SCB's services:
Group Statistics
| LOAIKH | WOMEN | Mean | Std. Deviation |
Std. Error Mean | Sig. | Conclude | |
| DG NEWS | CA FAN | 179 | 2.6369 | .60613 | .04530 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.5636 | .50050 | .06749 | |||
| DG DAP UNG CA FUN | 179 | 3.4469 | 1.25923 | .09412 | 0.000 | There is a difference | |
| BUSINESSEP | 55 | 5,00000 | .00000 | .00000 | bye | ||
| DG BAG LUC PHUC | CA FAN | 179 | 3.1285 | .61828 | .04621 | 0.000 | There is a difference |
| VU | BUSINESSEP | 55 | 4.8545 | .35581 | .04798 | ||
| DG DONG CAM | CA FAN | 179 | 3.4078 | .72371 | .05409 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.7455 | .43962 | .05928 | |||
| DG PHUONG CA TIEN HUU | 179 | 3.9721 | 1.04091 | .07780 | 0.000 | There is a difference |
|
| HIM | BUSINESSEP | 55 | 5,00000 | .00000 | .00000 | ||
| MEET NEEDS | CA FAN | 179 | 2.5531 | .78699 | .05882 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.4909 | .50452 | .06803 | |||
| UU TIEN LUA CHANNEL CHOOSE | 179 | 30000 | .56090 | .04192 | 0.000 | There is a difference |
|
| BUSINESSEP | 55 | 4.6364 | .48548 | .06546 | |||
| CAM KET DELIVERY ONLY | CA FAN | 179 | 4.0670 | .77603 | .05800 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 5,00000 | .00000 | .00000 | |||
| DIFFERENT DIFFERENCE | CA FAN | 179 | 4.0335 | .78540 | .05870 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 5,00000 | .00000 | .00000 | |||
| MUC FOR MANUAL | CA FAN | 179 | 3.4469 | .49857 | .03726 | 0.000 | There is a difference |
| BUSINESSEP | 55 | 4.3455 | .47990 | .06471 | |||
APPENDIX 11
Test the difference in the rating points for sex
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Date published: 17/11/2021