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PHỤ LỤC 3: PHÂN TÍCH THỐNG KÊ MÔ TẢ (SPSS)

PHỤ LỤC 3: PHÂN TÍCH THỐNG KÊ MÔ TẢ (SPSS)

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4. Khảo sát các thành phần của chất lƣợng dịch vụ NHBL
Yếu tố : Sự thuận tiện
Descriptive Statistics
N
THUANTIEN1
THUANTIEN2
THUANTIEN3
THUANTIEN4
Valid N (listwise)

Minimum
160
160
160
160

Maximum
1
1
1
1

Mean
5
5
5
5

Std. Deviation

3.31
3.20
3.36
3.31

.972
.807
.908
.945

160
Summary Item Statistics
Mean

Item Means

Minimum

3.295

Maximum

3.200

Maximum /
Minimum

Range

3.362

.162

Variance

1.051

N of Items

.005

4

Yếu tố: Phƣơng tiện hữu hình
Descriptive Statistics
N
PHUONGTIEN1
PHUONGTIEN2
PHUONGTIEN3
PHUONGTIEN4
PHUONGTIEN5
PHUONGTIEN6
Valid N (listwise)

Minimum
160
160
160
160
160
160

Maximum
1
1
1
2
1
1

Mean
5
5
5
5
5
5

Std. Deviation

3.39
3.34
3.02
3.36
3.01
3.03

.855
.760
.839
.872
.915
1.009

160
Summary Item Statistics
Mean

Item Means

Minimum

3.192

Maximum

3.006

Maximum /
Minimum

Range

3.394

.387

Variance

1.129

N of Items

.036

6

Yếu tố: Năng lực phục vụ
Descriptive Statistics
N
PHUCVU1
PHUCVU2
PHUCVU3
PHUCVU4
PHUCVU5
Valid N (listwise)

Minimum
160
160
160
160
160

Maximum
1
1
1
1
1

Mean
5
5
5
5
5

Std. Deviation

3.34
3.41
3.63
3.45
3.53

.945
.986
.936
.910
.918

160
Summary Item Statistics
Mean

Item Means

3.471

Minimum
3.344

Maximum
3.631

Range
.288

Maximum /
Minimum
1.086

Variance
.012

N of Items
5

Yếu tố: Sự tin cậy
Descriptive Statistics
N
TINCAY1
TINCAY2
TINCAY3
TINCAY4
Valid N (listwise)

Minimum
160
160
160
160

Maximum
1
1
1
1

Mean
5
5
5
5

Std. Deviation

3.81
3.65
3.49
3.59

.841
.933
.883
.927

160
Summary Item Statistics

Mean
Item Means

Minimum

3.638

Maximum

3.494

Range

3.812

Maximum / Minimum

.319

Variance

1.091

N of Items

.018

4

Yếu tố: Sự đồng cảm
Descriptive Statistics
N
DONGCAM1
DONGCAM2
DONGCAM3
Valid N (listwise)

Minimum
160
160
160

Maximum
1
1
2

Mean
5
5
5

Std. Deviation

3.13
3.37
3.26

.884
.880
.805

160
Summary Item Statistics
Mean

Item Means

Minimum

3.254

Maximum

3.131

Maximum /
Minimum

Range

3.369

.237

Variance

1.076

N of Items

.014

5. Khảo sát tính cạnh tranh về chi phí của dịch vụ ngân hàng bán lẻ
Descriptive Statistics
N
CHIPHI1
CHIPHI2
CHIPHI3
Valid N (listwise)

Minimum
160
160
160

Maximum
1
1
2

Mean
5
5
5

Std. Deviation

3.72
3.32
3.61

.904
.954
.905

160

6. Khảo sát về hình ảnh doanh nghiệp đối với khách hàng
Descriptive Statistics
N
HINHANH1
HINHANH2
HINHANH3
HINHANH4
Valid N (listwise)

Minimum
160
160
160
160
160

Maximum
1
1
1
1

Mean
5
5
5
5

3.47
3.69
3.21
3.42

Std. Deviation
.824
.777
.907
.942

3

7. Khảo sát về sự hài lòng của khách hàng
Descriptive Statistics
N
HAILONG
Valid N (listwise)

Minimum
160

Maximum
3

Mean
5

Std. Deviation

4.09

.608

160
HAILONG
Frequency

Valid

Binh thuong/khong y kien
Dong y
Hoan toan dong y
Total

Percent

Valid Percent

Cumulative
Percent

23

14.4

14.4

14.4

100

62.5

62.5

76.9

37

23.1

23.1

100.0

160

100

100.0

PHỤ LỤC 4: KIỂM ĐỊNH THANG ĐO CRONBACH'S ALPHA
1. Thang đo sự thuận tiện
Reliability Statistics
Cronbach's Alpha

N of Items

.759

4
Item-Total Statistics
Scale Mean if Item Scale Variance if
Deleted
Item Deleted

THUANTIEN1
THUANTIEN2
THUANTIEN3
THUANTIEN4

9.87
9.98
9.82
9.88

Corrected ItemTotal Correlation

4.090
5.037
4.891
4.689

Cronbach's Alpha
if Item Deleted

.677
.554
.494
.517

.631
.707
.736
.725

2. Thang đo phƣơng tiện hữu hình
Reliability Statistics
Cronbach's Alpha

N of Items

.828

6
Item-Total Statistics
Scale Mean if Item Scale Variance if
Deleted
Item Deleted

PHUONGTIEN1
PHUONGTIEN2
PHUONGTIEN3
PHUONGTIEN4
PHUONGTIEN5
PHUONGTIEN6

15.76
15.81
16.12
15.79
16.14
16.12

Corrected ItemTotal Correlation

10.991
10.958
10.877
11.124
10.589
9.770

Cronbach's Alpha
if Item Deleted

.564
.673
.604
.522
.587
.655

.807
.788
.799
.816
.803
.788

3. Thang đo: Sự tin cậy
Reliability Statistics
Cronbach's Alpha

N of Items

.842

4
Item-Total Statistics

Scale Mean if Item Scale Variance if
Deleted
Item Deleted
TINCAY1
TINCAY2
TINCAY3
TINCAY4

10.74
10.90
11.06
10.96

5.729
4.694
5.437
4.809

4. Thang đo: Sự đồng cảm
Reliability Statistics
Cronbach's Alpha
.752

N of Items
3

Corrected ItemTotal Correlation
.569
.782
.610
.752

Cronbach's Alpha
if Item Deleted
.843
.750
.828
.765

Item-Total Statistics
Scale Mean if Item Scale Variance if
Deleted
Item Deleted
DONGCAM1
DONGCAM2
DONGCAM3

6.63
6.39
6.50

Corrected ItemTotal Correlation

2.134
2.026
2.465

Cronbach's Alpha
if Item Deleted

.583
.646
.518

.666
.590
.737

5. Thang đo: Năng lực phục vụ
Reliability Statistics
Cronbach's Alpha

N of Items

.880

5
Item-Total Statistics

Scale Mean if Item Scale Variance if
Deleted
Item Deleted
PHUCVU1
PHUCVU2
PHUCVU3
PHUCVU4
PHUCVU5

14.01
13.95
13.72
13.91
13.83

Corrected ItemTotal Correlation

10.327
8.853
9.534
10.689
9.701

Cronbach's Alpha if
Item Deleted

.605
.864
.777
.568
.762

.879
.815
.839
.886
.843

6. Thang đo: Tính cạnh tranh về giá
Reliability Statistics
Cronbach's
Alpha

N of Items
.640

3
Item-Total Statistics
Cronbach's

Scale Mean if

Scale Variance if Corrected Item-

Item Deleted

Item Deleted

Total Correlation

Alpha if Item
Deleted

CHIPHI1

6.93

2.321

.474

.510

CHIPHI2

7.33

2.248

.449

.545

CHIPHI3

7.04

2.419

.428

.572

7. Thang đo: Hình ảnh Ngân hàng
Reliability Statistics
Cronbach's
Alpha

N of Items
.728

4