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

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

Tải bản đầy đủ - 108trang

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



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

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