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Phụ lục 2- Phân tích độ tin cậy Cronbach Alpha của thang đo

Phụ lục 2- Phân tích độ tin cậy Cronbach Alpha của thang đo

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RES7

28.7224

26.220

.706

.841

RES8

28.7603

26.854

.594

.850

RES9

29.3312

26.393

.606

.849

Phụ lục 2.3- Thang đo “Độ tin cậy”
Reliability Statistics
Cronbach's
Alpha

N of Items

.866

4
Item-Total Statistics
Scale Mean if

Scale Variance if

Corrected Item-Total

Item Deleted

Item Deleted

Correlation

Cronbach's Alpha if Item Deleted

REL1

10.2145

6.340

.693

.839

REL2

10.4511

5.951

.729

.825

REL3

10.1262

6.718

.706

.836

REL4

10.1956

6.076

.747

.817

Phụ lục 2.4- Thang đo “Sự đảm bảo”
Reliability Statistics
Cronbach's
Alpha

N of Items

.919

10
Item-Total Statistics

Scale Mean if Item Scale Variance

Corrected Item-Total

Deleted

if Item Deleted

Correlation

Cronbach's Alpha if Item Deleted

ASS1

34.2808

33.354

.691

.911

ASS2

34.4385

33.171

.715

.909

ASS3

34.3849

32.826

.711

.910

ASS4

34.5584

33.032

.728

.909

ASS5

34.5363

33.167

.735

.908

ASS6

34.6057

33.379

.682

.911

ASS7

34.3375

33.458

.704

.910

ASS8

34.3817

33.908

.649

.913

ASS9

34.6498

33.570

.705

.910

ASS10

34.3533

34.356

.630

.914

Phụ lục 2.5- Thang đo “Sự cảm thông”
Reliability Statistics
Cronbach's
Alpha

N of Items

.851

4
Item-Total Statistics

Scale Mean if Item Scale Variance if

Corrected Item-Total

Deleted

Item Deleted

Correlation

Cronbach's Alpha if Item Deleted

EMP1

11.0284

4.192

.642

.832

EMP2

10.7950

3.955

.731

.792

EMP3

10.6309

4.221

.730

.794

EMP4

10.5394

4.572

.668

.821

Phụ lục 2.6- Thang đo “Sự hài lòng của khách hàng”
Reliability Statistics
Cronbach's
Alpha

N of Items

.838

3
Item-Total Statistics
Scale Mean if

Scale Variance if

Corrected Item-Total

Item Deleted

Item Deleted

Correlation

Cronbach's Alpha if Item Deleted

SAT1

7.1956

2.506

.718

.761

SAT2

7.0946

2.580

.735

.742

SAT3

6.9401

3.019

.660

.817

Phụ lục 3- Phân tích nhân tố khám phá EFA
Phụ lục 3.1- Thang đo “Chất lượng dịch vụ môi giới chứng khoán”
Phụ lục 3.1.1- Bước 1
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
Bartlett's Test of Sphericity

.943

Approx. Chi-Square

7.231E3

df

666

Sig.

.000
Total Variance Explained
Extraction Sums of Squared

Rotation Sums of Squared

Loadings

Loadings

% of

Cumulative

% of

Cumulative

Initial Eigenvalues
% of

Cumulative

Component

Total

Variance

%

Total

Variance

%

Total

Variance

%

1

14.814

40.037

40.037

14.814

40.037

40.037

7.203

19.467

19.467

2

2.559

6.916

46.953

2.559

6.916

46.953

4.698

12.697

32.164

3

1.966

5.313

52.267

1.966

5.313

52.267

4.346

11.746

43.910

4

1.607

4.343

56.610

1.607

4.343

56.610

3.146

8.501

52.412

5

1.337

3.614

60.224

1.337

3.614

60.224

2.618

7.076

59.487

6

1.026

2.772

62.996

1.026

2.772

62.996

1.298

3.509

62.996

7

.904

2.445

65.440

8

.862

2.329

67.769

9

.830

2.242

70.011

10

.774

2.091

72.102

11

.725

1.958

74.061

12

.690

1.865

75.925

13

.602

1.627

77.552

14

.595

1.609

79.161

15

.564

1.524

80.685

16

.542

1.465

82.150

17

.498

1.345

83.495

18

.480

1.297

84.792

19

.458

1.237

86.029

20

.429

1.160

87.189

21

.403

1.088

88.278

22

.387

1.045

89.322

23

.375

1.015

90.337

24

.356

.963

91.300

25

.322

.871

92.171

26

.312

.845

93.016

27

.308

.833

93.849

28

.295

.796

94.645

29

.278

.752

95.397

30

.266

.719

96.116

31

.244

.659

96.775

32

.232

.628

97.403

33

.217

.585

97.988

34

.205

.555

98.543

35

.196

.531

99.074

36

.189

.512

99.586

37

.153

.414

100.000

Extraction Method: Principal Component
Analysis.
Rotated Component Matrixa
Component
1

2

3

4

5

6

RES5

.783

.114

.189

.079

.027

.059

ASS1

.773

.137

.152

.045

-.023

.108

ASS7

.744

.133

.126

.150

.102

-.206

ASS5

.713

.167

.143

.221

.115

.091

ASS8

.666

.119

.187

.140

.185

-.223

ASS6

.660

.192

.093

.267

.145

-.033

ASS4

.644

.189

.158

.298

.139

.294

ASS9

.638

.057

.262

.209

.247

-.006

RES6

.614

.217

.287

.094

.133

-.025

RES7

.613

.253

.248

.241

.229

.171

ASS2

.612

.268

.191

.133

.187

.363

ASS3

.611

.231

.173

.191

.256

.249

ASS10

.587

.145

.311

.055

.144

.150

TAN3

.158

.761

.020

.179

.166

-.009

TAN4

.198

.736

.250

.064

-.036

.054

TAN1

.228

.706

.251

-.012

.082

.118

TAN2

.051

.694

.094

.165

.155

.113

TAN6

.126

.658

.208

.166

.160

-.193