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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 - 18


DC2


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

8

6.4

6.4

6.4


Khong dong y

32

25.6

25.6

32.0


Valid

Trung lap

Dong y

36

23

28.8

18.4

28.8

18.4

60.8

79.2


Hoan toan dong y

26

20.8

20.8

100.0


Total

125

100.0

100.0


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DC3


Frequency

Percent

Valid Percent

Cumulative Percent


Khong dong y

35

28.0

28.0

28.0


Trung lap

32

25.6

25.6

53.6

Valid

Dong y

43

34.4

34.4

88.0


Hoan toan dong y

15

12.0

12.0

100.0


Total

125

100.0

100.0



DC4


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

8

6.4

6.4

6.4


Khong dong y

17

13.6

13.6

20.0


Valid

Trung lap

Dong y

33

25

26.4

20.0

26.4

20.0

46.4

66.4


Hoan toan dong y

42

33.6

33.6

100.0


Total

125

100.0

100.0



One-Sample Statistics


N

Mean

Std. Deviation

Std. Error Mean

DC1

125

3.63

1.118

.100

DC2

125

3.22

1.222

.109

DC3

125

3.30

1.010

.090

DC4

125

3.61

1.257

.112


One-Sample Test


Test

Value

=

4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

DC1

-3.679

124

.000

-.368

-.57

-.17

DC2

-7.173

124

.000

-.784

-1.00

-.57

DC3

-7.706

124

.000

-.696

-.87

-.52

DC4

-3.488

124

.001

-.392

-.61

-.17


Đánh giá của khách hàng về nhóm Sự hài lòng


HL1


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

1

.8

.8

.8


Khong dong y

4

3.2

3.2

4.0


Valid

Trung lap

Dong y

30

78

24.0

62.4

24.0

62.4

28.0

90.4


Hoan toan dong y

12

9.6

9.6

100.0


Total

125

100.0

100.0



HL2


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

1

.8

.8

.8


Khong dong y

6

4.8

4.8

5.6


Valid

Trung lap

Dong y

41

55

32.8

44.0

32.8

44.0

38.4

82.4


Hoan toan dong y

22

17.6

17.6

100.0


Total

125

100.0

100.0



HL3


Frequency

Percent

Valid Percent

Cumulative Percent


Hoan toan khong dong y

2

1.6

1.6

1.6


Khong dong y

3

2.4

2.4

4.0


Valid

Trung lap

Hai long

46

50

36.8

40.0

36.8

40.0

40.8

80.8


Hoan toan dong y

24

19.2

19.2

100.0


Total

125

100.0

100.0



One-Sample Statistics


N

Mean

Std. Deviation

Std. Error Mean

HL1

125

3.77

.697

.062

HL2

125

3.73

.836

.075

HL3

125

3.73

.855

.077


One-Sample Test


Test

Value

=

4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

HL1

-3.720

124

.000

-.232

-.36

-.11

HL2

-3.636

124

.000

-.272

-.42

-.12

HL3

-3.555

124

.001

-.272

-.42

-.12

5. Phân tích tương quan và hồi quy

Phân tích tương quan

Correlations



HAILONG

TINCAY

PHUCVU

DAPUNG

HUUHINH

DONGCAM


HAILO

Pearson Correlation


1


.579**


.411**


.301**


.417**


.465**

NG

Sig. (2-tailed)


.000

.000

.001

.000

.000


N

125

125

125

125

125

125


TINCA

Pearson

Correlation

.579**


1

.219*


.111


.119

.177*

Y

Sig. (2-tailed)

.000


.014

.219

.186

.048


N

125

125

125

125

125

125


PHUCV

Pearson

Correlation

.411**

.219*


1


.156

.188*


.090

U

Sig. (2-tailed)

.000

.014


.082

.036

.320


N

125

125

125

125

125

125


DAPUN

Pearson

Correlation

.301**


.111


.156


1


.165


.098

G

Sig. (2-tailed)

.001

.219

.082


.067

.279


N

125

125

125

125

125

125


HUUHI

Pearson

Correlation

.417**


.119

.188*


.165


1

.270**

NH

Sig. (2-tailed)

.000

.186

.036

.067


.002


N

125

125

125

125

125

125


DONG

Pearson

Correlation

.465**

.177*


.090


.098

.270**


1

CAM

Sig. (2-tailed)

.000

.048

.320

.279

.002



N

125

125

125

125

125

125

**. Correlation is significant at the 0.01 level (2-tailed).

*. Correlation is significant at the 0.05 level (2-tailed).

Phân tích hồi quy


Correlations


HAILONG

TINCAY

PHUCVU

DAPUNG

HUUHINH

DONGCAM


Pearson Correlation


Sig. (1-tailed)


N

HAILONG TINCAY PHUCVU DAPUNG HUUHINH

DONGCAM HAILONG TINCAY PHUCVU DAPUNG HUUHINH DONGCAM HAILONG

TINCAY PHUCVU DAPUNG HUUHINH

DONGCAM

1.000

.579

.411

.301

.417

.465

.579

1.000

.219

.111

.119

.177

.411

.219

1.000

.156

.188

.090

.301

.111

.156

1.000

.165

.098

.417

.119

.188

.165

1.000

.270

.465

.177

.090

.098

.270

1.000

.

.000

.000

.000

.000

.000

.000

.

.007

.110

.093

.024

.000

.007

.

.041

.018

.160

.000

.110

.041

.

.033

.140

.000

.093

.018

.033

.

.001

.000

.024

.160

.140

.001

.

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125

125



Coefficientsa


Model

Unstandardized

Coefficients

Standardized

Coefficients

t

Sig.

Correlations

Collinearity

Statistics

B

Std. Error

Beta

Zero-order

Partial

Part

Tolerance

VIF


(Constant)

.093

.284


.328

.743







TINCAY

.307

.042

.435

7.372

.000

.579

.560

.418

.922

1.085


1

PHUCVU

DAPUNG

.177

.121

.047

.046

.224

.153

3.786

2.627

.000

.010

.411

.301

.328

.234

.215

.149

.914

.951

1.095

1.052


HUUHINH

.186

.051

.219

3.638

.000

.417

.316

.206

.886

1.129


DONGCAM

.203

.041

.294

4.926

.000

.465

.412

.279

.904

1.106

a. Dependent Variable: HAILONG


Đánh giá độ phù hợp của mô hình


Model Summaryb

Model

R

R Square

Adjusted R Square

Std. Error of the Estimate

Change Statistics

Durbin-Watson

R Square Change

F Change

df1

df2

Sig. F Change

1

.786a

.618

.602

.40060

.618

38.475

5

119

.000

1.835

a. Predictors: (Constant), DONGCAM, PHUCVU, DAPUNG, TINCAY, HUUHINH

b. Dependent Variable: HAILONG


130


Kiểm định phân phối chuẩn của phần dư


HUUHINH b Dependent Variable HAILONG 130  Kiểm định phân phối chuẩn của phần dư 1


131

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