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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Component Matrix
a
Component
1 2 3 4 5 6
NLPV1 .896
NLPV3 .857
NLPV4 .849
SDU1 .808
SDU2 .806
NLPV2 .803
STC4
.807
STC3
.805
SCT1
.792
STC2
.786
STC5
.779
PTHH4
.758
PTHH3
.740
PTHH1
.738
-.321
PTHH2
.647
SDC2
.727 -.353
SDC3
.715
SDC1
.711 -.361
GDV3
.773
GDV1
.344 .687
GDV2
.338 .686
SDU3 .430
.703
SDU4 .455
.703
Extraction Method: Principal Component Analysis.
a. 6 components extracted.
Component Matrix a Component 1 2 3 4 5 6 NLPV1 .896 NLPV3 .857 NLPV4 .849 SDU1 .808 SDU2 .806 NLPV2 .803 STC4 .807 STC3 .805 SCT1 .792 STC2 .786 STC5 .779 PTHH4 .758 PTHH3 .740 PTHH1 .738 -.321 PTHH2 .647 SDC2 .727 -.353 SDC3 .715 SDC1 .711 -.361 GDV3 .773 GDV1 .344 .687 GDV2 .338 .686 SDU3 .430 .703 SDU4 .455 .703 Extraction Method: Principal Component Analysis. a. 6 components extracted.
Rotated Component Matrix
a
Component
1 2 3 4 5 6
NLPV
1
.921
NLPV
4
.882
NLPV
3
.874
SDU2 .856
SDU1 .833
NLPV
2
.830
STC3
.837
STC4
.831
SCT1
.829
STC2
.814
STC5
.808
PTHH
1
.859
PTHH
4
.857
PTHH
3
.841
PTHH
2
.746
SDC2
.870
SDC1
.861
SDC3
.840
GDV3
.859
GDV1
.825
GDV2
.819
SDU3
.831
SDU4
.819
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a
a. Rotation converged in 5 iterations.
Rotated Component Matrix a Component 1 2 3 4 5 6 NLPV 1 .921 NLPV 4 .882 NLPV 3 .874 SDU2 .856 SDU1 .833 NLPV 2 .830 STC3 .837 STC4 .831 SCT1 .829 STC2 .814 STC5 .808 PTHH 1 .859 PTHH 4 .857 PTHH 3 .841 PTHH 2 .746 SDC2 .870 SDC1 .861 SDC3 .840 GDV3 .859 GDV1 .825 GDV2 .819 SDU3 .831 SDU4 .819 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a a. Rotation converged in 5 iterations.
Component Transformation Matrix
Component 1 2 3 4 5 6
1 .917 -.122 .192 .193 .076 .254
2 .021 .959 .203 .133 .107 .097
3 -.296 -.239 .864 .144 .277 .110
4 -.166 -.087 -.346 .843 .359 .072
5 .083 .005 -.169 -.418 .882 -.115
6 -.191 -.031 -.167 -.197 .016 .946
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
5.2 Kết quả phân tích nhân tố khám phá biến phụ thuộc
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .676
Approx. Chi-Square 402.946
df 6
Bartlett's Test of Sphericity
Sig. .000
Communalities
Initial
Extractio
n
MDHL
1
1.000 .610
MDHL
2
1.000 .687
MDHL
3
1.000 .626
MDHL
4
1.000 .499
Extraction Method: Principal
Component Analysis.
Component Transformation Matrix Component 1 2 3 4 5 6 1 .917 -.122 .192 .193 .076 .254 2 .021 .959 .203 .133 .107 .097 3 -.296 -.239 .864 .144 .277 .110 4 -.166 -.087 -.346 .843 .359 .072 5 .083 .005 -.169 -.418 .882 -.115 6 -.191 -.031 -.167 -.197 .016 .946 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. 5.2 Kết quả phân tích nhân tố khám phá biến phụ thuộc KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .676 Approx. Chi-Square 402.946 df 6 Bartlett's Test of Sphericity Sig. .000 Communalities Initial Extractio n MDHL 1 1.000 .610 MDHL 2 1.000 .687 MDHL 3 1.000 .626 MDHL 4 1.000 .499 Extraction Method: Principal Component Analysis.
Total Variance Explained
Initial Eigenvalues Extraction Sums of Squared Loadings
Component
Total % of Variance Cumulative % Total % of Variance
Cumulative
%
1 2.423
60.566 60.566 2.423 60.566 60.566
2 .757
18.935 79.502
3 .521
13.016 92.518
4 .299
7.482 100.000
Extraction Method: Principal Component Analysis.
Component Matrix
a
Component
1
MDHL
2
.829
MDHL
3
.791
MDHL
1
.781
MDHL
4
.707
Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.
Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Component Total % of Variance Cumulative % Total % of Variance Cumulative % 1 2.423 60.566 60.566 2.423 60.566 60.566 2 .757 18.935 79.502 3 .521 13.016 92.518 4 .299 7.482 100.000 Extraction Method: Principal Component Analysis. Component Matrix a Component 1 MDHL 2 .829 MDHL 3 .791 MDHL 1 .781 MDHL 4 .707 Extraction Method: Principal Component Analysis. a. 1 components extracted.
PHỤ LUC6
Kết quả phân tích hồi quy
6.1. Kết quả ma trận hệ số tương quan:
Correlations
MDHL SHQ STC PTHH SDC GDV SDU
Pearson Correlation
1 .567
**
.222
**
.343
**
.515
**
.281
**
.320
**
Sig. (2-tailed)
.000 .000 .000 .000
.000 .000
MDHL
N 325 325 325 325 325
325 325
Pearson Correlation
.567
**
1 -.064 .083 .138
*
.044 .351
**
Sig. (2-tailed) .000
.247 .136 .013
.433 .000
SHQ
N 325 325 325 325 325
325 325
Pearson Correlation
.222
**
-.064 1 .016 .025
.022 .015
Sig. (2-tailed) .000 .247
.769 .651
.692 .782
STC
N 325 325 325 325 325
325 325
Pearson Correlation
.343
**
.083 .016 1 .064
.104 .203
**
Sig. (2-tailed) .000 .136 .769
.248
.062 .000
PTHH
N 325 325 325 325 325
325 325
Pearson Correlation
.515
**
.138
*
.025 .064 1
.078 .190
**
Sig. (2-tailed) .000 .013 .651 .248
.160 .001
SDC
N 325 325 325 325 325
325 325
Pearson Correlation
.281
**
.044 .022 .104 .078
1 .052
Sig. (2-tailed) .000 .433 .692 .062 .160
.348
GDV
N 325 325 325 325 325
325 325
Pearson Correlation
.320
**
.351
**
.015 .203
**
.190
**
.052 1
Sig. (2-tailed) .000 .000 .782 .000 .001
.348
SDU
N 325 325 325 325 325
325 325
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
PHỤ LUC6 Kết quả phân tích hồi quy 6.1. Kết quả ma trận hệ số tương quan: Correlations MDHL SHQ STC PTHH SDC GDV SDU Pearson Correlation 1 .567 ** .222 ** .343 ** .515 ** .281 ** .320 ** Sig. (2-tailed) .000 .000 .000 .000 .000 .000 MDHL N 325 325 325 325 325 325 325 Pearson Correlation .567 ** 1 -.064 .083 .138 * .044 .351 ** Sig. (2-tailed) .000 .247 .136 .013 .433 .000 SHQ N 325 325 325 325 325 325 325 Pearson Correlation .222 ** -.064 1 .016 .025 .022 .015 Sig. (2-tailed) .000 .247 .769 .651 .692 .782 STC N 325 325 325 325 325 325 325 Pearson Correlation .343 ** .083 .016 1 .064 .104 .203 ** Sig. (2-tailed) .000 .136 .769 .248 .062 .000 PTHH N 325 325 325 325 325 325 325 Pearson Correlation .515 ** .138 * .025 .064 1 .078 .190 ** Sig. (2-tailed) .000 .013 .651 .248 .160 .001 SDC N 325 325 325 325 325 325 325 Pearson Correlation .281 ** .044 .022 .104 .078 1 .052 Sig. (2-tailed) .000 .433 .692 .062 .160 .348 GDV N 325 325 325 325 325 325 325 Pearson Correlation .320 ** .351 ** .015 .203 ** .190 ** .052 1 Sig. (2-tailed) .000 .000 .782 .000 .001 .348 SDU N 325 325 325 325 325 325 325 **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
6.2 Phân tích hồi quy
Variables Entered/Removed
a
Model Variables Entered
Variables
Removed
Method
1 SDU, STC, GDV,
SDC, PTHH,
SHQ
b
.
Enter
a. Dependent Variable: MDHL
b. All requested variables entered.
Model Summary
b
Change Statistics
Model R R Square
Adjusted
R Square
Std. Error of the
Estimate
R Square
Change
F
Change
df1 df2
Sig. F
Change
Durbin-
Watson
1 .827
a
.685
.679
.20965 .685 115.085
6 318 .000 1.849
a. Predictors: (Constant), SDU, STC, GDV, SDC, PTHH, SHQ
b. Dependent Variable: MDHL
ANOVA
a
Model
Sum of
Squares df Mean Square F Sig.
Regression 30.350 6 5.058
115.085 .000
b
Residual 13.977 318 .044
1
Total 44.327 324
a. Dependent Variable: MDHL
b. Predictors: (Constant), SDU, STC, GDV, SDC, PTHH, SHQ
Coefficients
a
Unstandardized
Coefficients
Standardized
Coefficients
Collinearity Statistics
Model
B
Std.
Error Beta
t Sig.
Tolerance VIF
(Constant) -.832 .180
-4.634 .000
SHQ .365 .025 .494 14.612 .000 .866 1.155
STC .176 .024 .235 7.425 .000 .993 1.007
PTHH .228 .029 .250 7.745 .000 .949 1.053
1
SDC .299 .024 .408 12.661 .000 .953 1.050
6.2 Phân tích hồi quy Variables Entered/Removed a Model Variables Entered Variables Removed Method 1 SDU, STC, GDV, SDC, PTHH, SHQ b . Enter a. Dependent Variable: MDHL b. All requested variables entered. Model Summary b Change Statistics Model R R Square Adjusted R Square Std. Error of the Estimate R Square Change F Change df1 df2 Sig. F Change Durbin- Watson 1 .827 a .685 .679 .20965 .685 115.085 6 318 .000 1.849 a. Predictors: (Constant), SDU, STC, GDV, SDC, PTHH, SHQ b. Dependent Variable: MDHL ANOVA a Model Sum of Squares df Mean Square F Sig. Regression 30.350 6 5.058 115.085 .000 b Residual 13.977 318 .044 1 Total 44.327 324 a. Dependent Variable: MDHL b. Predictors: (Constant), SDU, STC, GDV, SDC, PTHH, SHQ Coefficients a Unstandardized Coefficients Standardized Coefficients Collinearity Statistics Model B Std. Error Beta t Sig. Tolerance VIF (Constant) -.832 .180 -4.634 .000 SHQ .365 .025 .494 14.612 .000 .866 1.155 STC .176 .024 .235 7.425 .000 .993 1.007 PTHH .228 .029 .250 7.745 .000 .949 1.053 1 SDC .299 .024 .408 12.661 .000 .953 1.050
GDV .151 .025 .196 6.160 .000 .983 1.017
SDU .003 .024 .005 .134 .894 .828 1.208
a. Dependent Variable: MDHL
Collinearity Diagnostics
a
Variance Proportions
Model Dimension
Eigenvalue
Condition Index
(Constant)
SHQ STC PTHH SDC GDV SDU
1 6.907 1.000 .00
.00
.00
.00
.00
.00 .00
2 .024 16.828 .00
.08
.03
.00
.09
.61 .08
3 .021 18.238 .00
.05
.58
.00
.02
.25 .01
4 .020 18.568 .00
.12
.00
.01
.83
.00 .08
5 .013 23.384 .00
.61
.06
.18
.00
.01 .34
6 .011 24.789 .01
.02
.10
.49
.00
.07 .48
1
7 .003 44.719 .99
.11
.23
.32
.05
.06 .01
a. Dependent Variable: MDHL
Residuals Statistics
a
Min
imu
m
Maxi
mum Mean Std. Deviation N
Predicted Value 2.4
385
4.106
4
3.4231 .30606 325
Residual -
.50
572
.5615
1
.00000 .20770 325
Std. Predicted Value -
3.2
17
2.233 .000 1.000 325
Std. Residual -
2.4
12
2.678 .000 .991 325
a. Dependent Variable: MDHL
GDV .151 .025 .196 6.160 .000 .983 1.017 SDU .003 .024 .005 .134 .894 .828 1.208 a. Dependent Variable: MDHL Collinearity Diagnostics a Variance Proportions Model Dimension Eigenvalue Condition Index (Constant) SHQ STC PTHH SDC GDV SDU 1 6.907 1.000 .00 .00 .00 .00 .00 .00 .00 2 .024 16.828 .00 .08 .03 .00 .09 .61 .08 3 .021 18.238 .00 .05 .58 .00 .02 .25 .01 4 .020 18.568 .00 .12 .00 .01 .83 .00 .08 5 .013 23.384 .00 .61 .06 .18 .00 .01 .34 6 .011 24.789 .01 .02 .10 .49 .00 .07 .48 1 7 .003 44.719 .99 .11 .23 .32 .05 .06 .01 a. Dependent Variable: MDHL Residuals Statistics a Min imu m Maxi mum Mean Std. Deviation N Predicted Value 2.4 385 4.106 4 3.4231 .30606 325 Residual - .50 572 .5615 1 .00000 .20770 325 Std. Predicted Value - 3.2 17 2.233 .000 1.000 325 Std. Residual - 2.4 12 2.678 .000 .991 325 a. Dependent Variable: MDHL
Charts
Charts
PHỤ LỤC 07
Phân tích Independent – samples T – Test
Giới tính
Group Statistics
c1gioitinh N Mean Std. Deviation Std. Error Mean
Nam 103
3.4466
.37320
.03677
MDHL
Nữ 222
3.4122
.36867
.02474
Independent Samples Test
Levene's Test for
Equality of Variances
t-test for Equality of Means
F Sig. t df Sig. (2-tailed)
Mean
Difference
Std. Error
Difference
Equal variances
assumed
.101
.751
.781
323
.436
.03444
.04412
MDH
L
Equal variances
not assumed
.777
196.666
.438
.03444
.04432
PHỤ LỤC 07 Phân tích Independent – samples T – Test Giới tính Group Statistics c1gioitinh N Mean Std. Deviation Std. Error Mean Nam 103 3.4466 .37320 .03677 MDHL Nữ 222 3.4122 .36867 .02474 Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t df Sig. (2-tailed) Mean Difference Std. Error Difference Equal variances assumed .101 .751 .781 323 .436 .03444 .04412 MDH L Equal variances not assumed .777 196.666 .438 .03444 .04432
MỤC LỤC 08
Phân Tích One Way - ANOVA
8.1. Độ tuổi
Test of Homogeneity of Variances
MDHL
Levene Statistic df1 df2 Sig.
.646 3 321 .586
ANOVA
MDHL
Sum of Squares df Mean Square F Sig.
Between Groups .234 3 .078 .567 .637
Within Groups 44.093 321 .137
Total 44.327 324
8.2. Trình độ học vấn
Test of Homogeneity of Variances
MDHL
Levene Statistic df1 df2 Sig.
2.044 2 322 .131
ANOVA
MDHL
Sum of Squares df Mean Square F Sig.
Between Groups .338 2 .169 1.236 .292
Within Groups 43.989 322 .137
Total 44.327 324
8.3. Thu nhập
Test of Homogeneity of Variances
MDHL
Levene Statistic df1 df2 Sig.
1.526 3 321 .208
ANOVA
MDHL
Sum of
Squares
df Mean Square F Sig.
Between Groups .589 3 .196 1.442 .231
Within Groups 43.738 321 .136
Total 44.327 324
MỤC LỤC 08 Phân Tích One Way - ANOVA 8.1. Độ tuổi Test of Homogeneity of Variances MDHL Levene Statistic df1 df2 Sig. .646 3 321 .586 ANOVA MDHL Sum of Squares df Mean Square F Sig. Between Groups .234 3 .078 .567 .637 Within Groups 44.093 321 .137 Total 44.327 324 8.2. Trình độ học vấn Test of Homogeneity of Variances MDHL Levene Statistic df1 df2 Sig. 2.044 2 322 .131 ANOVA MDHL Sum of Squares df Mean Square F Sig. Between Groups .338 2 .169 1.236 .292 Within Groups 43.989 322 .137 Total 44.327 324 8.3. Thu nhập Test of Homogeneity of Variances MDHL Levene Statistic df1 df2 Sig. 1.526 3 321 .208 ANOVA MDHL Sum of Squares df Mean Square F Sig. Between Groups .589 3 .196 1.442 .231 Within Groups 43.738 321 .136 Total 44.327 324