Sự hài lòng của khách hàng cá nhân đối với chất lượng dịch vụ cho vay tiêu dùng tại ngân hàng TMCP Đông Á – Chi nhánh Huế - 17

Phân tích nhân tố khám phá EFA biến phụ thuộc


Total Variance Explained


Component

Initial

Eigenvalues

Extraction Sums of Squared Loadings

Total

% of Variance

Cumulative %

Total

% of Variance

Cumulative %

1

1.899

63.288

63.288

1.899

63.288

63.288

2

.595

19.830

83.118




3

.506

16.882

100.000




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Sự hài lòng của khách hàng cá nhân đối với chất lượng dịch vụ cho vay tiêu dùng tại ngân hàng TMCP Đông Á – Chi nhánh Huế - 17

Extraction Method: Principal Component Analysis.



Component Matrixa



Component

1

HL2

HL3 HL1

.819

.791

.776

Extraction Method: Principal Component Analysis.

a. 1 components extracted.


4. Đánh giá của khách hàng về chất lượng dịch vụ cho vay tại ngân hàng

Đánh giá của khách hàng về nhóm Sự tin cậy


TC1



Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

9

7.2

7.2

7.2


Khong dong y

7

5.6

5.6

12.8


Valid

Trung lap

Dong y

33

47

26.4

37.6

26.4

37.6

39.2

76.8


Hoan toan dong y

29

23.2

23.2

100.0


Total

125

100.0

100.0



TC2


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

3

2.4

2.4

2.4


Khong dong y

20

16.0

16.0

18.4


Valid

Trung lap

Dong y

29

39

23.2

31.2

23.2

31.2

41.6

72.8


Hoan toan dong y

34

27.2

27.2

100.0


Total

125

100.0

100.0



TC3


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

4

3.2

3.2

3.2


Khong dong y

14

11.2

11.2

14.4


Valid

Trung lap

Dong y

28

46

22.4

36.8

22.4

36.8

36.8

73.6


Hoan toan dong y

33

26.4

26.4

100.0


Total

125

100.0

100.0



TC4


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

2

1.6

1.6

1.6


Khong dong y

19

15.2

15.2

16.8


Valid

Trung lap

Dong y

31

41

24.8

32.8

24.8

32.8

41.6

74.4


Hoan toan dong y

32

25.6

25.6

100.0


Total

125

100.0

100.0



One-Sample Statistics


N

Mean

Std. Deviation

Std. Error Mean

TC1

125

3.64

1.117

.100

TC2

125

3.65

1.116

.100

TC3

125

3.72

1.075

.096

TC4

125

3.66

1.071

.096


One-Sample Test


Test

Value

=

4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

TC1

-3.602

124

.000

-.360

-.56

-.16

TC2

-3.526

124

.001

-.352

-.55

-.15

TC3

-2.913

124

.004

-.280

-.47

-.09

TC4

-3.591

124

.000

-.344

-.53

-.15


Đánh giá của khách hàng về nhóm Năng lực phục vụ


PV1



Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

5

4.0

4.0

4.0


Khong dong y

6

4.8

4.8

8.8


Valid

Trung lap

Dong y

24

55

19.2

44.0

19.2

44.0

28.0

72.0


Hoan toan dong y

35

28.0

28.0

100.0


Total

125

100.0

100.0



PV2


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

2

1.6

1.6

1.6


Khong dong y

12

9.6

9.6

11.2


Valid

Trung lap

Dong y

13

50

10.4

40.0

10.4

40.0

21.6

61.6


Hoan toan dong y

48

38.4

38.4

100.0


Total

125

100.0

100.0



PV3


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

2

1.6

1.6

1.6


Khong dong y

10

8.0

8.0

9.6


Valid

Trung lap

Dong y

51

22

40.8

17.6

40.8

17.6

50.4

68.0


Hoan toan dong y

40

32.0

32.0

100.0


Total

125

100.0

100.0



PV4


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

1

.8

.8

.8


Khong dong y

13

10.4

10.4

11.2


Valid

Trung lap

Dong y

29

49

23.2

39.2

23.2

39.2

34.4

73.6


Hoan toan dong y

33

26.4

26.4

100.0


Total

125

100.0

100.0



One-Sample Statistics


N

Mean

Std. Deviation

Std. Error Mean

PV1

125

3.87

1.008

.090

PV2

125

4.04

1.011

.090

PV3

125

3.70

1.055

.094

PV4

125

3.80

.976

.087


One-Sample Test


Test

Value

=

4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

PV1

-1.420

124

.158

-.128

-.31

.05

PV2

.442

124

.659

.040

-.14

.22

PV3

-3.136

124

.002

-.296

-.48

-.11

PV4

-2.292

124

.024

-.200

-.37

-.03

Đánh giá của khách hàng về nhóm Khả năng đáp ứng


DU1



Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

1

.8

.8

.8


Khong dong y

18

14.4

14.4

15.2


Valid

Trung lap

Dong y

28

22

22.4

17.6

22.4

17.6

37.6

55.2


Hoan toan dong y

56

44.8

44.8

100.0


Total

125

100.0

100.0



DU2


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

3

2.4

2.4

2.4


Khong dong y

13

10.4

10.4

12.8


Valid

Trung lap

Dong y

34

40

27.2

32.0

27.2

32.0

40.0

72.0


Hoan toan dong y

35

28.0

28.0

100.0


Total

125

100.0

100.0



DU3


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

7

5.6

5.6

5.6


Khong dong y

8

6.4

6.4

12.0


Valid

Trung lap

Dong y

35

52

28.0

41.6

28.0

41.6

40.0

81.6


Hoan toan dong y

23

18.4

18.4

100.0


Total

125

100.0

100.0



DU4


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

3

2.4

2.4

2.4


Khong dong y

11

8.8

8.8

11.2


Valid

Trung lap

Dong y

41

40

32.8

32.0

32.8

32.0

44.0

76.0


Hoan toan dong y

30

24.0

24.0

100.0


Total

125

100.0

100.0



One-Sample Statistics


N

Mean

Std. Deviation

Std. Error Mean

DU1

125

3.91

1.150

.103

DU2

125

3.73

1.058

.095

DU3

125

3.61

1.039

.093

DU4

125

3.66

1.016

.091


One-Sample Test


Test

Value

=

4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

DU1

-.855

124

.394

-.088

-.29

.12

DU2

-2.875

124

.005

-.272

-.46

-.08

DU3

-4.219

124

.000

-.392

-.58

-.21

DU4

-3.699

124

.000

-.336

-.52

-.16

Đánh giá của khách hàng về nhóm Phương tiện hữu hình


HH1


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

4

3.2

3.2

3.2


Khong dong y

7

5.6

5.6

8.8


Valid

Trung lap

Dong y

39

48

31.2

38.4

31.2

38.4

40.0

78.4


Hoan toan dong y

27

21.6

21.6

100.0


Total

125

100.0

100.0



HH2


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

1

.8

.8

.8


Khong dong y

9

7.2

7.2

8.0


Valid

Trung lap

Dong y

30

45

24.0

36.0

24.0

36.0

32.0

68.0


Hoan toan dong y

40

32.0

32.0

100.0


Total

125

100.0

100.0



HH3


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

3

2.4

2.4

2.4


Khong dong y

9

7.2

7.2

9.6


Valid

Trung lap

Dong y

47

42

37.6

33.6

37.6

33.6

47.2

80.8


Hoan toan dong y

24

19.2

19.2

100.0


Total

125

100.0

100.0



HH4


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

4

3.2

3.2

3.2


Khong dong y

12

9.6

9.6

12.8


Valid

Trung lap

Dong y

31

56

24.8

44.8

24.8

44.8

37.6

82.4


Hoan toan dong y

22

17.6

17.6

100.0


Total

125

100.0

100.0



One-Sample Statistics



N

Mean

Std. Deviation

Std. Error Mean

HH1

125

3.70

.977

.087

HH2

125

3.91

.959

.086

HH3

125

3.60

.959

.086

HH4

125

3.64

.987

.088


One-Sample Test


Test

Value

=

4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

HH1

-3.478

124

.001

-.304

-.48

-.13

HH2

-1.026

124

.307

-.088

-.26

.08

HH3

-4.664

124

.000

-.400

-.57

-.23

HH4

-4.078

124

.000

-.360

-.53

-.19


Đánh giá của khách hàng về nhóm Sự đồng cảm


DC1



Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

5

4.0

4.0

4.0


Khong dong y

15

12.0

12.0

16.0


Valid

Trung lap

Dong y

34

38

27.2

30.4

27.2

30.4

43.2

73.6


Hoan toan dong y

33

26.4

26.4

100.0


Total

125

100.0

100.0


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