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

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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
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
4.1.2. 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
4.1.3. 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
4.1.4. 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
4.1.5. 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
4.1.6. 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
4.1.7. 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
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.
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.
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.