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

HypothesisContent
Regression impact coefficient
Sig.
(<0.05)
Testing result
H1The trust component is positively correlated with customer
satisfaction.
0.1190.014Acceptance
H2The responsive component is
positively correlated with customer satisfaction.
0.2290.000Acceptance
H3The service capacity component is
positively correlated with customer satisfaction.
0.1160.021Acceptance
H4The empathy component is
positively correlated with customer satisfaction.
0.3480.000Acceptance
H5Components of tangible media have
positively correlated with customer satisfaction.
0.2100.000Acceptance

APPENDIX 10

Test the difference in rating scores between individual customers and business customers

- Evaluation of service quality of SCB :
Group Statistics

LOAIKHWOMENMeanStd. DeviationStd. Error MeanSig.Conclude
TC1SCA FAN1793.3575.80419.060110.000There is a
difference
 BUSINESSEP554.0727.74173.10002  
TC2SCA FAN1793.5810.83993.062780.082There is no
 BUSINESSEP553.81821.00168.13507 distinctive
TC3SCA FAN1793.4413.93657.07000.108There is no
 BUSINESSEP553.6727.90379.12187 distinctive
TC4SCA FAN1793.4581.88189.065920.008There is a
difference
 BUSINESSEP553.7818.73764.09946  
TC5SCA FAN1793.2011.77445.057890.000There is a
difference
 BUSINESSEP553.7273.65134.08783  
TC6SCA FAN1793.4804.97923.073190.000There is a
difference
 BUSINESSEP554.0364.74445.10038  
DU7SCA FAN1793.0838.77075.057610.000There is a
difference
 BUSINESSEP553.7455.72567.09785  
DU8SCA FAN1793.0447.73302.054790.000There is a
difference
 BUSINESSEP553.6000.93492.12606  
DU9SIndividual
businesses
179
55
4.3631
4.4909
.85261
.50452
.06373
.06803
0.172There is no difference
DU10SCA FAN1794.2067.81885.061200.002There is a
difference
 BUSINESSEP554.4909.50452.06803  
DU11SCA FAN1794.2235.78990.059040.004There is a
difference
 BUSINESSEP554.4909.50452.06803  
DU12SCA FAN1794.1061.81068.060590.000There is a
difference
 BUSINESSEP554.4909.50452.06803  
DU13SCA FAN1794.3240.70793.052910.709There is no
 BUSINESSEP554.3636.61955.08354 distinctive
DU14SCA FAN1794.0447.84015.062800.000There is a
difference
 BUSINESSEP554.5636.50050.06749  
DU15SCA FAN1794.1341.83727.062580.000There is a
difference
 BUSINESSEP554.5636.50050.06749  
NL16SCA FAN1794.0503.68099.050900.701There is no
 BUSINESSEP554.0909.70113.09454 distinctive
NL17SCA FAN1793.88271.02917.076920.021There is a
difference
 BUSINESSEP554.1636.68755.09271  
NL18SCA FAN1793.5866.9102.068020.000There is a
difference
 BUSINESSEP554.2364.69292.09343  
NL19SCA FAN1793.7095.81728.061090.000There is a
difference
 BUSINESSEP554.2727.65134.08783  
NL20SCA FAN1793.0670.80447.060130.000There is a
difference
 BUSINESSEP553.9091.72706.09804  
NL21SCA FAN1793.6648.97695.073020.001There is a
difference
 BUSINESSEP554.0545.67818.09145  
DC22SCA FAN1793.5028.97367.072780.000There is a
difference
 BUSINESSEP554.2727.70592.09519  
DC23SCA FAN1793.6425.95140.071110.000There is a
difference
 BUSINESSEP554.0727.71633.09659  
DC24SCA FAN1793.8939.95100.071080.000There is a
difference
 BUSINESSEP554.6182.49031.06611  
DC25SCA FAN1793.58101.02654.076730.000There is a
difference
 BUSINESSEP553.9636.69292.09343  
DC26SCA FAN1793.2570.86822.064890.003There is a
difference
 BUSINESSEP553.76361.10493.14899  
DC27SCA FAN1794.0447.95294.071230.000There is a
difference
 BUSINESSEP554.6182.49031.06611  
PT28SCA FAN1793.62011.00607.075200.000There is a
difference
 BUSINESSEP554.1455.75567.10190  
PT29SCA FAN1793.78771.09116.081560.000There is a
difference
 BUSINESSEP554.4545.50252.06776  
PT30SCA FAN1793.74301.21826.091060.000There is a
difference
 BUSINESSEP554.3818.59289.07994  
PT31SCA FAN1794.2235.99736.074550.023There is a
difference
 BUSINESSEP554.4545.50252.06776  
PT32SCA FAN1793.5866.83265.062240.003There is a
difference
 BUSINESSEP553.9636.76893.10368  
PT33SCA FAN1793.3240.79749.059610.000There is a
difference
 BUSINESSEP554,2000.75523.10184  
PT34SCA FAN1794.2011.98517.073640.012There is a
difference
 BUSINESSEP554.4545.50252.06776  

- Satisfaction about SCB's services:
Group Statistics

LOAIKHWOMENMeanStd.
Deviation
Std. Error MeanSig.Conclude
DG NEWSCA FAN1792.6369.60613.045300.000There is a
difference
BUSINESSEP554.5636.50050.06749  
DG DAP UNG CA FUN1793.44691.25923.094120.000There is a difference
BUSINESSEP555,00000.00000.00000 bye
DG BAG LUC PHUCCA FAN1793.1285.61828.046210.000There is a
difference
VUBUSINESSEP554.8545.35581.04798  
DG DONG CAMCA FAN1793.4078.72371.054090.000There is a
difference
BUSINESSEP554.7455.43962.05928  
DG PHUONG CA TIEN HUU1793.97211.04091.077800.000There is a
difference
HIMBUSINESSEP555,00000.00000.00000  
MEET NEEDSCA FAN1792.5531.78699.058820.000There is a
difference
BUSINESSEP554.4909.50452.06803  
UU TIEN LUA CHANNEL CHOOSE17930000.56090.041920.000There is a
difference
BUSINESSEP554.6364.48548.06546  
CAM KET DELIVERY ONLYCA FAN1794.0670.77603.058000.000There is a
difference
BUSINESSEP555,00000.00000.00000  
DIFFERENT DIFFERENCECA FAN1794.0335.78540.058700.000There is a
difference
BUSINESSEP555,00000.00000.00000  
MUC FOR MANUALCA FAN1793.4469.49857.037260.000There is a
difference
BUSINESSEP554.3455.47990.06471  

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

Date published: 17/11/2021