Luận văn Thạc sĩ Kinh tế: Giải pháp nâng cao sự hài lòng của khách hàng về dịch vụ huy động vốn của Ngân hàng TMCP Á Châu

HH3 219 2 5 4.27 .714 HH4 219 1 5 4.25 .752 GC1 219 3 5 4.35 .550 GC2 219 2 5 3.94 .854 GC3 219 3 5 4.32 .581 HA1 219 1 5 3.89 .744 HA2 219 1 5 3.46 .889 HA3 219 1 5 3.24 .783 HL1 219 1 5 3.72 .748 HL2 219 1 5 3.66 .740 HL3 219 2 5 3.56 .677 Valid N (listwise) 219

PHỤ LỤC 5 - ĐÁNH GIÁ ĐỘ TIN CẬY CRONBACH’S ALPHA Thang đo sự đảm bảo Cronbach's Alpha N of Items .875 9 Item-Total Statistics Scale Mean if Item Deleted Scale V ariance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted BD1 33.12 17.402 .629 .861 BD2 33.13 17.002 .714 .854 BD3 32.88 16.017 .708 .852 BD4 32.79 16.806 .675 .856 BD5 32.90 16.619 .708 .853 BD6 33.05 17.667 .382 .888 BD7 33.11 16.533 .733 .851 BD8 33.18 16.031 .779 .846 BD9 32.41 20.004 .241 .886

Thang đo Sự tin cậy Reliability Statistics Cronbach's Alpha N of Items .736 4 Item-Total Statistics Scale Mean if Item Deleted Scale V ariance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted TC1 13.21 2.057 .457 .718 TC2 13.16 1.887 .539 .671 TC3 13.28 1.828 .644 .605 TC4 12.83 2.300 .491 .700 Thang đo khả năng đáp ứng Reliability Statistics Cronbach's Alpha N of Items .719 3 Item-Total Statistics Scale Mean if Item Deleted Scale V ariance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted DU1 8.32 1.512 .482 .697 DU2 8.53 1.269 .603 .553 DU3 8.67 1.141 .549 .629

Thang đo sự đồng cảm Reliability Statistics Cronbach's Alpha N of Items .801 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted DC1 8.16 1.428 .690 .697 DC2 8.45 1.276 .650 .725 DC3 8.05 1.254 .615 .768 Thang đo phương tiện hữu hình Reliability Statistics Cronbach's Alpha N of Items .884 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted HH1 12.55 3.569 .875 .800 HH2 12.75 4.565 .452 .959 HH3 12.51 3.838 .819 .825 HH4 12.53 3.544 .894 .792

Thang đo Giá cả Reliability Statistics Cronbach's Alpha N of Items .778 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted GC1 8.26 1.494 .780 .571 GC2 8.67 1.231 .467 .960 GC3 8.29 1.490 .717 .615 Thang đo hình ảnh ngân hàng Reliability Statistics Cronbach's Alpha N of Items .769 3 Item-Total Statistics Scale Mean if Item Deleted Scale V ariance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted HA1 6.69 2.094 .635 .659 HA2 7.13 1.703 .655 .630 HA3 7.35 2.174 .531 .764

Thang đo Sự hài lòng Reliability Statistics Cronbach's Alpha N of Items .749 3 Item-Total Statistics Scale Mean if Item Deleted Scale V ariance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted HL1 5.90 2.344 .663 .558 HL2 6.06 2.390 .737 .459 HL3 5.94 3.882 .377 .857

PHỤ LỤC 6: PHÂN TÍCH NHÂN TỐ KHÁM PHÁ PHÂN TÍCH NHÂN TỐ LẦN 1 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .828 Bartlett's T est of Sphericity Approx. Chi-Square 4444.828 df 378 Sig. .000 Rotated Component Matrix a Component 1 2 3 4 5 6 7 BD8 .876 BD7 .857 BD2 .743 BD1 .685 BD3 .629 BD5 .600 BD4 .561 BD6 .526 HH2 .481 .390 HH4 .905 HH1 .897 HH3 .812 GC1 .924 GC3 .907 GC2 .598 TC1 .734 TC3 .724

TC4 .665 TC2 .578 DC1 .855 DC2 .828 DC3 .657 HA2 .854 HA1 .812 HA3 .739 DU1 .743 DU2 .731 DU3 .529

PHÂN TÍCH NHÂN TỐ LẦN CUỐI KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .820 Bartlett's Test of Sphericity Approx. Chi-Square 4298.589 df 351 Sig. .000 Rotated Component Matrix a Component 1 2 3 4 5 6 7 BD8 .878 BD7 .858 BD2 .746 BD1 .686 BD3 .625 .416 BD5 .582 .445 BD4 .555 .501 BD6 .522 -.389 .322 HH4 .909 HH1 .902 HH3 .814 GC1 .931 GC3 .918 GC2 .590 .431 TC1 .736 .308 TC3 .729 TC4 .661 TC2 .369 .587 DC1 .854

DC2 .826 DC3 .366 .665 HA2 .855 HA1 .812 HA3 .739 DU1 .745 DU2 .734 DU3 .406 .391 .548