Phân tích nhân tố khám phá EFA biến phụ thuộc
Total Variance Explained
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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Kiến Nghị Đối Với Ngân Hàng Tmcp Đông Á – Chi Nhánh Huế: -
Bảng Hỏi Điều Tra Phiếu Khảo Sát -
Phân Tích Nhân Tố Khám Phá (Exploratory Factor Analysis – Efa) -
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 - 18
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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 |