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

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.

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.

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

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

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