Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 14

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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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 14

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