Luận văn thạc sĩ Quản trị kinh doanh: Đánh giá mức độ hài lòng của khách hàng đối với dịch vụ Internet Banking tại ngân hàng nông nghiệp và phát triển nông thôn Việt Nam – chi nhánh Vĩnh Long

PHỤ LỤC 04 4.1. Kết quả kiểm định Cronbach’s Alpha ( trước điều chỉnh) 4.1.1. Thang đo sự tin cậy: Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Case s Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .883 5 Item Statistics Mean Std. Deviation N SCT1 3.63 .597 325 STC2 3.61 .596 325 STC3 3.65 .603 325 STC4 3.62 .584 325 STC5 3.60 .614 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted SCT1 14.48 4.016 .723 .856 STC2 14.50 4.053 .705 .860 STC3 14.46 3.972 .735 .853 STC4 14.50 4.047 .728 .855 STC5 14.52 4.010 .697 .862 Scale Statistics Mean Variance Std. Deviation N of Items 18.11 6.101 2.470 5

4.1.2. Thang đo phương tiện hữu hình: Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Case s Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .850 4 Item Statistics Mean Std. Deviation N PTHH1 3.73 .516 325 PTHH2 3.95 .462 325 PTHH3 3.78 .468 325 PTHH4 3.74 .509 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted PTHH1 11.48 1.466 .728 .793 PTHH2 11.26 1.705 .599 .846 PTHH3 11.42 1.585 .711 .801 PTHH4 11.46 1.484 .725 .794 Scale Statistics Mean Variance Std. Deviation N of Items 15.21 2.641 1.625 4

4.1.3. Thang đo sự đồng cảm: Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Case s Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .687 5 Item Statistics Mean Std. Deviation N SDC1 3.23 .548 325 SDC2 2.87 .587 325 SDC3 3.58 .621 325 SDC4 3.27 .505 325 SDC5 3.45 .522 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted SDC1 13.18 2.295 .520 .602 SDC2 13.53 2.102 .594 .564 SDC3 12.82 2.098 .542 .588 SDC4 13.13 2.714 .294 .693 SDC5 12.96 2.724 .268 .704 Scale Statistics Mean Variance Std. Deviation N of Items 16.41 3.458 1.860 5

4.1.4. Thang đo năng lực phục vụ: Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Case s Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .928 4 Item Statistics Mean Std. Deviation N NLPV1 3.60 .593 325 NLPV2 3.60 .594 325 NLPV3 3.63 .560 325 NLPV4 3.63 .548 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted NLPV1 10.86 2.383 .874 .892 NLPV2 10.87 2.479 .805 .916 NLPV3 10.83 2.579 .803 .916 NLPV4 10.83 2.548 .849 .901 Scale Statistics Mean Variance Std. Deviation N of Items 14.46 4.336 2.082 4

4.1.5. Thang đo sự đáp ứng: Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Cases Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .676 4 Item Statistics Mean Std. Deviation N SDU1 3.65 .556 325 SDU2 3.64 .586 325 SDU3 3.82 .522 325 SDU4 3.75 .692 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted SDU1 11.20 1.743 .544 .557 SDU2 11.21 1.767 .476 .599 SDU3 11.03 1.974 .412 .640 SDU4 11.10 1.622 .425 .645 Scale Statistics Mean Varianc e Std. Deviation N of Items 14.85 2.851 1.688 4

4.1.6. Thang đó giá dịch vụ Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Cases Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .787 3 Item Statistics Mean Std. Deviation N GDV1 2.79 .553 325 GDV2 2.79 .568 325 GDV3 3.38 .595 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted GDV1 6.17 1.061 .614 .725 GDV2 6.18 1.040 .608 .731 GDV3 5.58 .948 .660 .674 Scale Statistics Mean Varianc e Std. Deviation N of Items 8.96 2.067 1.438 3

4.1.7. Thang đo mức độ hài lòng: Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Cases Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .781 4 Item Statistics Mean Std. Deviation N MDHL1 3.60 .491 325 MDHL2 3.50 .501 325 MDHL3 3.26 .437 325 MDHL4 3.34 .474 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted MDHL1 10.09 1.288 .593 .724 MDHL2 10.19 1.218 .651 .692 MDHL3 10.44 1.376 .607 .720 MDHL4 10.35 1.402 .501 .770 Scale Statistics Mean Varianc e Std. Deviation N of Items 13.69 2.189 1.480 4

4.2. Kết quả kiểm định Cronbach’s Alpha ( tsau điều chỉnh) Thang đo sự đồng cảm Case Processing Summary N % Valid 325 100.0 Excluded a 0 .0 Cases Total 325 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .829 3 Item Statistics Mean Std. Deviation N SDC1 3.23 .548 325 SDC2 2.87 .587 325 SDC3 3.58 .621 325 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted SDC1 6.46 1.193 .676 .775 SDC2 6.81 1.079 .720 .729 SDC3 6.10 1.061 .669 .784 Scale Statistics Mean Varianc e Std. Deviation N of Items 9.69 2.302 1.517 3

PHỤ LỤC 05 5.1 Kết quả phân tích nhân tố khám phá biến độc lập KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .729 Approx. Chi-Square 4468.74 8 df 253 Bartlett's Test of Sphericity Sig. .000 Communalities Initial Extraction SCT1 1.000 .691 STC2 1.000 .667 STC3 1.000 .705 STC4 1.000 .698 STC5 1.000 .664 PTHH1 1.000 .741 PTHH2 1.000 .585 PTHH3 1.000 .724 PTHH4 1.000 .745 SDC1 1.000 .747 SDC2 1.000 .778 SDC3 1.000 .720 NLPV1 1.000 .866 NLPV2 1.000 .727 NLPV3 1.000 .795 NLPV4 1.000 .790 SDU1 1.000 .708 SDU2 1.000 .748 SDU3 1.000 .762 SDU4 1.000 .745 GDV1 1.000 .689 GDV2 1.000 .683 GDV3 1.000 .747 Extraction Method: Principal Component Analysis.

Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Componen t Total % of Variance Cumulati ve % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 5.071 22.048 22.048 5.071 22.048 22.048 4.631 20.133 20.133 2 3.446 14.981 37.030 3.446 14.981 37.030 3.423 14.883 35.016 3 2.828 12.295 49.325 2.828 12.295 49.325 2.792 12.140 47.155 4 2.205 9.588 58.913 2.205 9.588 58.913 2.270 9.871 57.027 5 1.993 8.665 67.577 1.993 8.665 67.577 2.118 9.210 66.237 6 1.183 5.145 72.723 1.183 5.145 72.723 1.492 6.486 72.723 7 .612 2.662 75.385 8 .600 2.607 77.992 9 .519 2.258 80.250 10 .498 2.165 82.416 11 .476 2.068 84.484 12 .465 2.023 86.506 13 .420 1.826 88.333 14 .395 1.719 90.051 15 .389 1.692 91.743 16 .356 1.546 93.289 17 .338 1.471 94.760 18 .317 1.378 96.138 19 .259 1.125 97.263 20 .247 1.075 98.338 21 .214 .932 99.270 22 .140 .611 99.880 23 .028 .120 100.000 Extraction Method: Principal Component Analysis.