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

9,456
547
119
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
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
PH LC 5 - ĐÁNH GIÁ Đ TIN CY CRONBACH’S
ALPHA
Thang đo sự đảm bo
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
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 cy
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 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 cm
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 hu 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 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 nh 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 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
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
PH LC 6: PHÂN TÍCH NHÂN T KHÁM PHÁ
PHÂN TÍCH NHÂN T LN 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
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
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 T LN CUI
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
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
DC2 .826 DC3 .366 .665 HA2 .855 HA1 .812 HA3 .739 DU1 .745 DU2 .734 DU3 .406 .391 .548