(Luận văn) key factors influence brand trust and brand loyalty, a study on smartphone consumers

UNIVERSITY OF ECONOMICS HO CHI MINH CITY t to ng International School of Business hi ep w n lo ad y th ju Truong Hong Ky yi pl n ua al n va KEY FACTORS INFLUENCE BRAND TRUST AND BRAND LOYALTY ll fu oi m at nh A STUDY ON SMARTPHONE CONSUMERS z z jm ht vb k MASTER OF BUSINESS (Honours) om l.c gm n a Lu n va y te re th Ho Chi Minh City – Year 2014 UNIVERSITY OF ECONOMICS HO CHI MINH CITY t to ng International School of Business hi ep w n lo ad y th ju Truong Hong Ky yi pl al n ua KEY FACTORS INFLUENCE BRAND TRUST AND BRAND LOYALTY n va fu ll A STUDY ON SMARTPHONE CONSUMERS oi m at nh z z k jm ht vb ID: 22110033 n a Lu SUPERVISOR: Dr Tran Ha Minh Quan om l.c gm MASTER OF BUSINESS (Honours) n va y te re th Ho Chi Minh City – Year 2014 t to Acknowledgement ng hi ep I would like to express my sincere gratitude to my supervisor, Dr Tran Ha Minh w n Quan for the valuable supervision, the support and encouragement he gave me lo ad I would like to express my gratitude to my ISB class friends for thesis support and y th ju direction Your encouragement, friendly guidance and critical comments have yi pl greatly contributed to this thesis ua al Finally, I would like to thank all of the respondents without whom, this research n va n would have been difficult to make ll fu oi at nh July, 2014 m Truong Hong Ky z z k jm ht vb om l.c gm n a Lu n va y te re th Abstract t to ng hi In each industry, there is a competition between companies to win customers’ trust and make ep them become loyal Customers, after getting the satisfaction of the product/service they consume, come to ask for value, belief, social status and life style orientation that w n company/brand makes lo ad y th When customers become more loyal to the brand? The most important reason is that ju product or service meets their expectation and demand More than that, brand has to come yi with distinctive message and build a social status that customers need to fulfill their self- pl n ua al defining n va This study is conducted to find out the key factors affect brand loyalty and brand trust This ll fu context of this research is technology equipment smartphone The factors found have m explaind how customers maintain loyalty with smartphone product The results indicate all oi dependent factors : (1) Brand Identity (BI), (2) Brand Identification (BID), (3) Customer nh Satisfaction (CS) have significant impact on dependent variavles (4) Brand Trust (BT) and at z (5) Brand Loyalty (BL) Brand Trust also has strong impact on Brand Loyalty z vb practitioners to gain trust and win loyalty of customers k jm ht The last part of this study gives some recommendation to brand executives and marketing om l.c gm n a Lu n va y te re th t to Tables Of Content ng 1.1 Background 1.2 Research Problem 1.3 Research Objective 1.4 Research Scope hi Research Formulation ep w n lo ad 1.5 Significance y th 1.6 Structure Of Thesis ju yi pl Literature Review al 2.2 Brand Trust n ua 2.1 Brand and Brand Loyalty va n 2.3 Customer Satisfaction ll fu 2.4 Brand Identity and Brand Identification 2.4.1 Kapferer’s Brand Identity vs Brand Image oi m 10 2.4.3 Brand Identification 11 at z 12 z 2.5 Research Model and Hypothesis nh 2.4.2 Brand Identity in other research journal 20 21 om l.c 3.3.1 Source of Data Summary gm 3.3 Data Analysis Method 17 k 3.2 Measurement Scale 17 jm 3.1 Research Process ht vb Research Method 21 3.3.3 Data Analysis Method 22 n 22 a Lu 3.3.2 Sampling n va 24 4.2 Measurement Scale Assessment 28 th 4.1 Descriptions of Sample y 24 te re Research Result And Discussion 4.3 Exploratory Factor Analysis 30 t to 4.3.1 EFA Analysis results for measurement scales of independent factors ng hi (Brand Identity, Brand Identification, Customer Satisfaction) 31 ep 4.3.2 EFA Analysis results for measurement scales of dependent factor (Brand Trust, Brand Loyalty) 33 w n 4.4 Multi-Linear Regression Analysis for hypothesis testing 34 lo 35 4.4.2 Hypothesis Testing 38 ad 4.4.1 Checking Regression Assumptions y th ju 4.4.2.1 Testing hypothesis on the impact of yi 39 pl independent factors on Brand Trust ua al 4.4.2.2 Testing hypothesis on the impact of 40 n independent factors on Brand Loyalty 42 n va 4.5 Discussion 42 42 m 4.5.2 Brand Identity Finding ll fu 4.5.1 Regression analysis result 43 oi 4.5.3 Brand Identitfication Finding 43 z z 44 46 47 5.4.2 Contribution to practical 47 y te re 47 n 5.5 Limitation va 47 n 5.4.1 Contribution of theory a Lu 5.4 Contribution of the study 45 om 5.3 Managerial Implication 45 l.c 5.2 Key finding gm 5.1 Research Overview 45 k Conclusions and Implications jm ht vb 4.6 Summary 43 at 4.5.5 Brand Trust Finding nh 4.5.4 Customer Satisfaction Finding Appendix 49 th Reference t to ng hi ep LIST OF TABLE Table 1: List of Hypothesis 15 Table 2: Summary of the concept studied 16 Table 3: Descriptive Statistics of Sample 21 26 w Table 4: Description Table n 28 lo Table 5: Reliability Analysis Results 31 y th ad Table 6.1: Correlation Matrix 31 Table 6.2: EFA Analysis for independent variables after running ju 32 Table 6.4: Rotated Component Matrix for independent variables 32 yi Table 6.3: Total Variance Explained for independent factors pl al 33 Table 7.2: Total Variance Explained for dependent factors 33 n ua Table 7.1: EFA Analysis for dependent variables after running va 34 Table 8: Collinearity Statistics for two dependent variables 35 n Table 7.3: Rotated Component Matrix for dependent variables ll fu 39 oi m Table 9.1: Multiple Regression result with dependent Brand Trust 40 Table 9.3: Multiple Regression result with dependent Brand Loyalty 40 at nh Table 9.2: Research Result of what positively influence Brand Trust z 42 z Table 9.4: Research Result of what positively influence Brand Trust 19 24 om l.c Figure 3.2: Age gm Figure 3.1: Gender 16 k Figure 2: Research Process jm Figure 1: Proposed Research Model ht vb LIST OF FIGURE 25 26 Figure 4.1: Normality of the residuals 37 Figure 4.2: Histogram 38 Figure : Research Regression Result 44 th Figure 3.6: Brand Used y 26 te re Figure 3.5: Income n 25 va Figure 3.4: Job Position n 25 a Lu Figure 3.3: Degree Chapter 1: Research Formulation t to ng This chapter indicates the context of this study, including a short introduction of smartphone hi industry in Vietnam, the purpose of this study, research problem statement, research scope ep and methodology w 1.1 Background n Vietnam smartphone market is growing fast According to Vietnamese Online Jounal of lo ad Investment, in December of 2013, the International Market Rearch GFK showed a result that ju y th Vietnam’s smartphone market has the rapid growth in the South-East of Asia Referring to the result, after months of 2013, the growth rate of this market in Vietnam is 156% to 2012 yi pl According to Google statistics, at the end of quarter of 2013, the number of smartphone ua al users in Vietnam is 17 millions This number is rising in the near future In the middle of n 2013, the proportion of smartphone among handphone device is 38% (*) n va millions of consumer Smartphone becomes a very ll fu This technology industry attract oi m convenient product with many useful features A good looking and high-rated smartphone is an image of life style In October of 2013, at a Technology Conference, Thinh Pham, Wada nh at Technological Application Buider Representative, stated that we are watching the age of z smartphone Many significant facts are shown First, smartphone users in Vietnam takes 20% z ht vb of Vietnam population Second, smartphone is the popular device to access Internet in jm Vietnam 60% of smartphone users tend to shop online, 97% of them search for information k Smartphone users tend to access Internet and social media(**) Smartphone industry turns to gm be impactful and so potential In addtion, as the price of a smartphone has become reasonable, om l.c smartphone segment can attract more potential consumer in low-price market n a Lu va n (*): Retrieved from: http://www.baodautu.vn/thi-truong-smartphone-viet-mieng-banh-beobo.html (**): Retrieved from: http://vietnamnet.vn/vn/cong-nghe-thong-tin-vien-thong/136651/google-17-trieu-nguoi-vn-dang-dung-smartphone.html y te re th Within the smartphone market in Vietnam, the competition between handphone t to producers/brands become more fiere and vigorous The prestigous world-wide handphone ng hi producers Apple, Samsung, Nokia, LG, HTC… is competing to take over the market of ep Vietnam Many new-comers like Huawei and Oppo try to get into this potential market Some China producers also launch product targeting low-price market w n lo ad This industry keeps on growing fast and the penetration phase is almost over In order to y th maintain competitive advantage, smartphone company has to invest a lot on R&D to meet ju many new demands of consumer and follow the technology innovation which keeps yi pl changing over time As the result, top brand also introduce their newest products to the ua al consumer in Vietnam as the same time as in other potential markets Every quarter of the n year, consumer see many new products launched Consumer now have many choices for n va choosing a smartphone more than ever They are easy to find a smartphone with practical ll fu features and inexpensive price The switching cost is not so high to change from a brand to m another In 2014, smartphone users tend to look for big screen design and practical function oi for checking health… Price of a premium smartphone is also going down and become less nh at expensive than before (***) z z vb Besides getting along in the R&D race, main effort of company/brand is to encourage the jm ht consumer to buy their product and maintain their loyalty There comes the question that, k standing before a many products and brands, what would make the consumer confident to gm make the dicision of buying or re-purchasing? One perspective is that with a strong l.c platform/core value, reasonable price, good after-sale service, a brand can win the market om Other perspective is that consumer tend to buy the brand that is believed to be prestigeous n a Lu Some people say they base on their acquaintances’ suggestion and advice to make decision n va y th te re (***): Retrieved from: http://tuoitre.vn/tin/tuoi-tre-cuoi-tuan/cuoc-song-muonmau/20140927/xu-huong-di-dong-2014-thong-minh-hon-nua-re-hon-nua/650848.html 1.2 Research Problem t to All the top management executives have to find way to make the company profitable and ng hi hold on its competitive advantage They have to learn their consumer, generate more sale of ep their product/service and build their brand stronger over time Business administration starts with the organization’s vision and mission and develops with functional department w n operation Marketing department has a role to help build the core value of company, brand lo ad and convey that brand message to customers One way to achieve competitive advantage ju y th success of a company/brand is how they differentiate themselves in profitable way yi pl Consumer will consider purchasing and re-purchasing product/service based on their ua al confidence, trust and the degree of loyalty in the company’s brand name In another word, n customer has believe that the product or service under that brand name must perform well n va and satisfy their needs So companies, marketers and brand executives have done many fu research and learnt the concept of customer satisfaction, customer loyalty and customer’s ll perceived value Today, customers not only get influenced by company’s promotional m oi programs but also interact with company and other customers Trust and perceived value nh at drive customers to make recommendation and participate in the development of the company z z vb Brand loyalty and trust plays an important role for company success The more loyalty jm ht customers are generated, the higher value and more profitable that brand would build to k company As in such a rapid-changing industry like smartphone one, facing the competition l.c gm over time, studying of brand loyalty is necessary om In conclusion, each company/brand should find out what to satisfy their customers and make a Lu them become loyal Company and brand executives are required to measure customers’ n brand value perception This research is tailored in the smartphone product segment The y mind te re brand Company will also know how they would positioning their brand inside customer’s n va research result contribute to the technology company the way to keep customers loyal to their th t to Reliability Test ng Case Processing Summary hi ep N Valid w n Cases % 217 100.0 0 217 100.0 Excluded(a) lo Total ad a Listwise deletion based on all variables in the procedure y th ju Reliability Statistics yi Cronbach's Alpha N of Items pl 821 ua al n Item Statistics va Mean Std Deviation N n 96112 217 ll fu BID1 3.5576 98768 217 1.08670 217 oi BID3 3.2028 m BID2 3.2903 BID4 3.6452 nh BID5 3.0922 1.08900 217 1.15405 217 at z Corrected Item-Total Correlation 13.2304 11.576 BID2 13.4977 11.640 548 BID3 13.5853 10.299 692 BID4 13.1429 9.762 723 BID5 13.6959 11.240 531 582 751 810 n va n a Lu 4.03816 762 om Variance Std Deviation N of Items 16.307 804 l.c 16.7880 795 gm Scale Statistics Mean Cronbach's Alpha if Item Deleted k BID1 jm ht Scale Variance if Item Deleted vb Scale Mean if Item Deleted z Item-Total Statistics y te re th t to Reliability Test ng hi ep Case Processing Summary N w n Valid lo Cases % 217 100.0 0 217 100.0 Excluded(a) ad Total y th a Listwise deletion based on all variables in the procedure ju yi Reliability Statistics pl Cronbach's Alpha N of Items al n ua 915 n va Item Statistics Mean Std Deviation N ll fu CS1 3.8940 94419 217 at nh CS3 4.1060 93275 217 oi m CS2 3.9816 91430 217 Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 8.0876 3.145 825 880 CS2 8.0000 2.963 879 834 CS3 7.8756 3.146 782 k jm CS1 ht vb Scale Variance if Item Deleted z Scale Mean if Item Deleted z Item-Total Statistics Variance Std Deviation N of Items 2.58013 n a Lu 6.657 om 11.9816 l.c Mean gm Scale Statistics 916 n va y te re th t to Reliability Test ng hi ep Case Processing Summary N w n Valid lo Cases % 217 100.0 0 217 100.0 Excluded(a) ad Total y th a Listwise deletion based on all variables in the procedure ju yi Reliability Statistics pl Cronbach's Alpha N of Items al n ua 873 n va Item Statistics Mean Std Deviation N ll fu BT1 3.8664 92679 217 at nh BT3 3.7005 84626 217 oi m BT2 3.8295 85289 217 Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 7.5300 2.704 741 835 BT2 7.5668 2.636 785 796 BT3 7.6959 2.472 747 k jm BT1 ht vb Scale Variance if Item Deleted z Scale Mean if Item Deleted z Item-Total Statistics om Variance Std Deviation N of Items 5.509 2.34710 n a Lu 11.3963 l.c Mean gm Scale Statistics 832 va Reliability Test n te re Case Processing Summary Valid Excluded(a) % th Cases y N 217 100.0 0 217 t to Total 100.0 ng a Listwise deletion based on all variables in the procedure hi ep Reliability Statistics Cronbach's Alpha N of Items w 844 n lo ad Item Statistics ju y th Mean Std Deviation N yi pl 1.09614 217 BL2 3.7281 1.11172 217 BL3 3.0507 1.21800 217 BL4 3.4885 1.13493 217 n ua al BL1 3.5576 va Item-Total Statistics n Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted ll fu Scale Mean if Item Deleted 10.2673 8.252 BL2 10.0968 8.634 BL3 10.7742 8.166 BL4 10.3364 8.521 oi m BL1 at nh 751 772 660 810 651 816 660 810 z z 14.182 3.76592 k jm 13.8249 Variance Std Deviation N of Items ht Mean vb Scale Statistics om l.c gm Factor Analysis for independent factors KMO and Bartlett's Test df 000 n Sig 66 va Bartlett's Test of Sphericity 1454.810 n Approx Chi-Square 854 a Lu Kaiser-Meyer-Olkin Measure of Sampling Adequacy y te re th t to Communalities ng hi Initial Extraction ep w n lo ad ju y th yi 1.000 573 BI2 1.000 734 BI3 1.000 820 BI4 1.000 726 BID1 1.000 549 BID2 1.000 508 BID3 1.000 681 BID4 1.000 712 BID5 1.000 527 CS1 1.000 861 CS2 1.000 893 1.000 783 pl BI1 n ua al va CS3 n ll fu Extraction Method: Principal Component Analysis m oi Total Variance Explained Extraction Sums of Squared Loadings % of Variance Cumulative Total % % of Variance Cumulative Total % z Total at Component Rotation Sums of Squared Loadings nh Initial Eigenvalues % of Variance Cumulative % z 5.352 44.597 44.597 5.352 44.597 44.597 2.948 24.571 24.571 1.861 15.506 60.103 1.861 15.506 60.103 2.721 ht 22.677 47.247 1.155 9.622 69.725 1.155 9.622 69.725 2.697 jm 22.478 69.725 771 6.427 76.151 571 4.755 80.907 546 4.552 85.459 471 3.925 89.383 388 3.237 92.620 293 2.439 95.059 10 259 2.157 97.215 11 203 1.694 98.910 12 131 1.090 100.000 k om l.c gm n a Lu n va y te re Extraction Method: Principal Component Analysis vb th t to Component Matrix(a) ng Component hi w n lo ad ju y th yi 779 CS2 774 CS3 741 CS1 738 -.454 BI2 711 452 BI4 675 475 BID4 644 BI1 642 BID3 632 BID1 630 pl BI3 al ep n va BID5 n ua BID2 -.445 545 530 520 479 444 572 fu Extraction Method: Principal Component Analysis ll oi m a components extracted nh Rotated Component Matrix(a) at Component z z 717 BID2 693 BID1 666 819 BI2 805 BI1 622 429 885 CS3 811 n CS1 va 889 n CS2 a Lu BI4 om 833 l.c BI3 gm BID5 k 791 jm BID3 ht 812 vb BID4 th Component Transformation Matrix y a Rotation converged in iterations te re Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization t to Component ng hi ep 559 595 578 826 -.341 -.448 -.069 728 -.682 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization w n lo ad Factor Analysis for independent factors after deleting BI1 y th ju KMO and Bartlett's Test 836 yi Kaiser-Meyer-Olkin Measure of Sampling Adequacy pl 1340.595 Approx Chi-Square al 55 df ua Bartlett's Test of Sphericity 000 n Sig n va Communalities fu Extraction ll Initial m 1.000 781 BI3 1.000 841 BI4 1.000 BID1 1.000 BID2 1.000 BID3 1.000 BID4 1.000 717 BID5 1.000 531 CS1 1.000 863 CS2 1.000 899 CS3 1.000 794 oi BI2 at nh 725 z 547 z vb 502 k jm ht 682 om l.c gm Extraction Method: Principal Component Analysis a Lu % of Variance Cumulative Total % % of Variance Cumulative Total % % of Variance Cumulative % y te re Total Rotation Sums of Squared Loadings n Component Extraction Sums of Squared Loadings va Initial Eigenvalues n Total Variance Explained 4.991 45.375 45.375 4.991 45.375 45.375 2.909 26.446 26.446 1.755 15.951 61.326 1.755 15.951 61.326 2.618 23.803 50.250 1.137 10.340 71.666 1.137 10.340 71.666 2.356 21.416 71.666 th ng hi 6.988 78.654 554 5.041 83.695 483 4.389 88.084 422 3.838 91.922 293 2.666 94.588 260 2.366 96.954 204 1.853 98.807 1.193 100.000 ep 769 ad t to lo 11 n 10 w 131 ju y th Extraction Method: Principal Component Analysis yi Component Matrix(a) pl Component al ua CS2 n 766 -.402 762 437 730 -.427 fu CS1 va CS3 n BI3 727 -.404 -.414 ll 704 499 BID4 671 BID3 661 BID1 653 BI4 653 BID2 551 432 BID5 473 555 oi m BI2 513 nh 494 at z z 501 jm ht vb Extraction Method: Principal Component Analysis k gm a components extracted Component BID5 720 BID2 685 BID1 661 y te re 791 n BID3 va 816 n BID4 a Lu om l.c Rotated Component Matrix(a) 899 CS1 893 CS3 825 th CS2 t to ng hi BI3 838 BI2 834 BI4 815 ep Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization w a Rotation converged in iterations n lo ad Component Transformation Matrix Component 582 549 792 -.533 -.299 -.119 -.614 780 ju 599 yi y th pl n ua al Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization va n Factor Analysis for dependent factors ll fu m KMO and Bartlett's Test 859 oi Kaiser-Meyer-Olkin Measure of Sampling Adequacy 803.357 Bartlett's Test of Sphericity df 21 z Sig at nh Approx Chi-Square 000 z vb jm Initial ht Communalities Extraction k BT3 1.000 798 BL1 1.000 751 BL2 1.000 648 BL3 1.000 656 BL4 1.000 694 va 814 n 1.000 a Lu BT2 om 781 l.c 1.000 gm BT1 n Extraction Method: Principal Component Analysis te re Component Total % of Variance Extraction Sums of Squared Loadings Cumulative Total % % of Variance Rotation Sums of Squared Loadings Cumulative Total % % of Variance Cumulative % th Initial Eigenvalues y Total Variance Explained t to ng hi 4.138 59.111 59.111 4.138 59.111 59.111 2.677 38.238 38.238 1.004 14.349 73.460 1.004 14.349 73.460 2.465 35.221 73.460 579 8.268 81.728 438 6.252 87.980 309 4.417 92.397 284 4.056 96.453 248 3.547 100.000 ep n lo w ad Extraction Method: Principal Component Analysis y th ju Component Matrix(a) yi Component pl al 812 BL1 809 BT2 n va BT1 n ua BT3 fu BL2 776 -.443 766 -.440 763 ll 737 oi m BL3 713 BL4 430 nh Extraction Method: Principal Component Analysis at a components extracted z z ht vb Rotated Component Matrix(a) Component jm BL3 768 BL2 732 BT1 845 BT2 842 n y te re a Rotation converged in iterations va Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization n 853 a Lu BT3 om 803 l.c BL1 gm 815 k BL4 th Component Transformation Matrix Component 1 731 683 .683 t to -.731 ng Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization hi ep Regression for dependent factor Brand Trust w n lo Variables Entered/Removed(b) ad Model Variables Entered Variables Removed Method CS, BID, BI(a) ju y th Enter a All requested variables entered yi b Dependent Variable: BT pl al R ua Model Model Summary(b) R Square Adjusted R Square Std Error of the Estimate n 385 376 va 620(a) 61792 n a Predictors: (Constant), CS, BID, BI fu ll b Dependent Variable: BT oi m ANOVA(b) nh Model Sig 16.961 44.422 000(a) Residual 81.329 213 ht vb 132.213 216 382 z 50.884 z Regression Total F at Sum of Squares df Mean Square a Predictors: (Constant), CS, BID, BI jm b Dependent Variable: BT k l.c gm Coefficients(a) Beta Collinearity Statistics Tolerance VIF 233 5.163 000 BI 199 056 236 3.557 000 655 1.527 BID 141 059 145 2.384 018 777 1.288 CS 341 059 375 5.757 000 681 1.468 n va y te re a Dependent Variable: BT n 1.201 (Constant) Std Error Sig a Lu B t om Unstandardized Coefficients Standardized Coefficients Model th Collinearity Diagnostics(a) Model Dimension Eigenvalue Condition Index Variance Proportions t to (Constant) BI BID CS ng hi ep 3.919 1.000 00 00 00 00 033 10.886 00 24 83 12 027 11.961 56 53 12 06 021 13.765 44 23 04 82 w a Dependent Variable: BT n lo ad Residuals Statistics(a) y th Minimum Maximum Mean Std Deviation ju 1.9099 4.5203 3.7988 48536 217 -1.88896 1.56422 00000 61362 217 Predicted Value yi -3.892 1.487 000 1.000 217 -3.057 2.531 000 993 217 al Std Predicted Value ua pl Residual N Std Residual n a Dependent Variable: BT n va ll fu Charts oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu Regression for dependent factor Brand Loyalty m Variables Entered/Removed(b) oi Model Variables Entered Variables Removed Method nh Enter at BT, BID, BI, CS(a) z a All requested variables entered z b Dependent Variable: BL ht vb Model R jm Model Summary(b) R Square Adjusted R Square Std Error of the Estimate k 747(a) 557 549 63230 gm a Predictors: (Constant), BT, BID, BI, CS om l.c b Dependent Variable: BL Model Sum of Squares df Mean Square 191.459 216 a Predictors: (Constant), BT, BID, BI, CS 400 y te re Total 84.757 212 26.675 66.722 000(a) n Residual va 106.702 Sig n Regression F a Lu ANOVA(b) th b Dependent Variable: BL t to Coefficients(a) ng Unstandardized Coefficients Standardized Coefficients Model hi B ep Beta Sig Collinearity Statistics Tolerance VIF -.588 252 -2.329 021 BI 144 059 142 2.450 015 618 1.618 BID 241 061 207 3.938 000 756 1.322 CS 360 065 328 5.519 000 589 1.697 BT 328 070 272 4.674 000 615 1.626 (Constant) w Std Error t n lo ad ju y th a Dependent Variable: BL yi Collinearity Diagnostics(a) Variance Proportions pl Model Dimension Eigenvalue Condition Index 00 00 00 00 00 034 11.990 00 08 90 08 05 028 13.131 32 71 03 01 06 15.279 61 20 06 40 09 16.317 07 00 00 51 81 021 018 n 1.000 va 4.898 n ua al (Constant) BI BID CS BT ll fu oi m a Dependent Variable: BL at nh Residuals Statistics(a) z z Minimum Maximum Mean Std Deviation -1.63545 2.23065 00000 1.740 000 Std Residual -2.587 3.528 000 a Dependent Variable: BL 1.000 217 gm -4.159 k Std Predicted Value 62641 217 jm Residual 70284 217 ht 4.6795 3.4562 vb 5330 Predicted Value N 991 217 om l.c Charts n a Lu n va y te re th t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th