(Luận Văn) Determinants Of Customer Satisfaction In Retail Banking Sector

MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY hi ng ep w n lo ad th u yj NGUYỄN THỊ PHƯỢNG KHÁNH yi pl ua al n va n fu oi m ll nh MASTER’S THESIS at z z ht vb k jm In Finance- Banking Ology Code: 60.31.12 om l.c gm an Lu Supervisor Associate Professor Ph.D NGUYỄN MINH KIỀU n va re y te th Ho Chi Minh City -2010 TABLE OF CONTENT LIST OF FIGURES i LIST OF TABLES .ii hi ng LIST OF ABBREVIATION .iii ep ABSTRACT iv w CHAPTER : INTRODUCTION n lo 1.1 Rational of the study 1.2 Statement of the problem .2 1.3 Research Objective 1.4 Research question 1.5 Scope and limit of the research 1.6 Research methodology 1.7 The structure of the research ad th yi u yj pl ua al n CHAPTER : LITERATURE REVIEW va n 2.1 Vietnam retail banking sector 2.2 Customer satisfaction 2.2.1 Expectation of customer 2.2.2 Definition of customer satisfaction 2.2.3 The importance and benefits of customer satisfaction 10 2.3 Customer Service quality 11 2.3.1 Customer service 11 2.3.2 Service characteristics 12 2.3.3 Service quality definition 12 2.3.4 Gap model of service quality 13 2.3.5 Measuring service quality .14 2.4 Customer satisfaction and service quality in banking sector .16 2.4.1 Customer satisfaction in banking sector .16 2.4.2 Service quality dimensions in banking sector .16 fu oi m ll at nh z z k jm ht vb l.c gm om CHAPTER : RESEARCH DESIGN .20 an Lu 3.1 Research model 20 3.1.1 Proposal of research model 20 3.1.2 Initial hypotheses 20 3.2 Research design 22 3.2.1 Research purpose 22 3.2.2 Research approach 22 3.2.3 Research process 23 3.3 Official research 24 3.3.1 Measurement scale 24 3.3.2 The questionaire design 26 3.3.3 Research sample 26 n va re y te th 3.3.4 Sampling .27 3.3.5 Size of sample .27 CHAPTER : DATA ANALYSIS AND FINDINGS .28 hi ng ep w n 4.1 Sample Characteristics .28 4.2 Statistical Results .30 4.2.1 Variables for measuring service quality 30 4.2.2 Variables for customer satisfaction .31 4.3 Data Analysis .32 4.3.1 Reliability evaluation through Cronbach’s Alpha 32 4.3.2 Evaluation the measurement scale by using Exploratory Factor Analysis 34 4.3.2.1 Some rules in EFA test .34 4.3.2.2 EFA for service quality .34 4.3.2.3 EFA for customer satisfaction 38 4.3.3 The adjusted research model .38 4.3.4 Modeling Testing 39 4.3.4.1 Correlation coefficient analysis 39 4.3.4.2 Regression Analysis 40 lo ad th yi u yj pl al ua CHAPTER : CONCLUSIONS AND RECOMMENDATIONS 44 n va 5.1 Conclusions 44 5.2 Recommendations 45 5.3 Research limitation 47 n fu m ll oi REFERENCE 48 APPENDIX .51 APPENDIX 1: Interview Customers 51 APPENDIX 1: Questionaire 52 APPENDIX 2: Vietnamese questionaire .56 APPENDIX 3: Cronbach's alpha analysis result 60 APPENDIX 4: Factor analysis result 62 at nh z z k jm ht vb om l.c gm an Lu n va re y te th LIST OF FIGURES Figure 2.1 : The Benefits of customer satisfaction 11 hi ng Figure 2.2 : Model of service quality gaps (Parasuraman at el., 1985) .14 ep Figure 3.1 : Suggested research model 20 w Figure 3.2 : Research process 23 n lo ad Figure 4.1 : Adjusted research model 38 th yi u yj pl ua al n va n fu oi m ll at nh z z k jm ht vb om l.c gm an Lu n va re y te th i LIST OF TABLES Table 2.1 : Quantity of banks from 1991 to 2009 hi ng ep Table 2.2 : Six dimensions of service quality .19 Table 3.1 : Summary of service quality factors and measurement scale 24 w n Table 3.2 : Overall customer satisfaction and measurement scale 26 lo ad Table 4.1 : Sample characteristics 29 th yi u yj Table 4.2 : Descriptive statistics of service quality measurement 30 pl Table 4.3 : Descriptive statistics of customer satisfaction measurement 31 al ua Table 4.4 : Reliability test of service quality and customer satisfaction .33 n va Table 4.5 : First EFA analysis result of service quality 35 n fu Table 4.6 : Final EFA analysis result of service quality .37 m ll oi Table 4.7 : Final EFA analysis result of customer satisfaction .38 nh Table 4.8 : Pearson correlation matrix 40 at z Table 4.9 : Model Summaryb .41 z vb jm ht Table 4.10 : ANOVAb 41 k Table 4.11 : Coefficientsa 42 om l.c gm an Lu n va re y te th ii (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector CHAPTER : INTRODUCTION hi ng 1.1 Rational of the study ep Financial institutions, particularly banking plays an important role in economic w development of almost countries in the world and Vietnam is not an exception n lo Vietnam banking industry has gained a significant growth in recent years a long with ad th the socioeconomic development Many banks have been established or extended their u yj range of activity by setting branches in nationwide and offered new services toward yi customer’s need Retail banking in Vietnam is one of the sectors getting more pl ua al attractive from domestic banks or even foreign banks with the potential market has not n been exploited full enough so far va n A lot of people among 86 million Vietnamese people have demands for retail fu banking services which are going up following the increasing income and the growth m ll oi of the country in recent years especially after Vietnam became a member of WTO at nh This is the chance as well as the challenge period for bankers in Vietnam to attract the new customers and retain the existing one The more customers banks have, the more z z profits they get vb jm ht Satisfying customers is the priority target in order to get the success of a firm k Customer satisfaction is one of the key factors in today’s highly competitive business gm world and is the most important factor for bankers to keep their current customers as om l.c well as appeal the new one In addition, retail banking industry is facing a stressful competition among Lu an domestic banks and foreign banks as the globalization and world integration n va Therefore, banks should pay more attention to customer satisfaction to survive and re grow y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 1.2 Statement of the problem Domestic banks have recognized the important to develop retail banking hi ng services for some time now They have invested in core banking software, applied new ep technology, established more branches, provided new services to get more customers In modern competitive environment, however, the increasing of distribution w channels set up from all banks, the products in this market are slightly different and the n lo new services provided are matched very quickly by competitors make banks in ad th difficulty to create the differentiation Customer satisfaction is one of the main tools yi u yj for banks to make and get competitive advantage pl In general, when customer is satisfied with provided services, the probability to ua al use this service again is increased and will lead to the positive advertising through n mouth advertising from this customer to others And vice versa, the unsatisfied va n customer usually switches to use another brand and give out the negative mouth fu m ll advertising oi There are many factors impact on customer satisfaction Customer satisfaction nh at is influenced by main factors such as price, product quality, service quality, personal z factor, situational factor, diversification and the unique of products z vb ht According to Lewis (1993), service quality is one of the effective means in k jm building a competitive position in service industry Service quality is an imperative gm element impact on customer satisfaction in banking industry Thus, bank management l.c tends to differentiate their products from competitors through service quality om This study examines determinants on customer satisfaction with focus on an Lu service quality dimensions of retail banking services in Vietnam commercial banks in Ho Chi Minh City where is the center of developing economy, society and education n va in South Vietnam with a large number of population, almost banks and their branches re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 1.3 Research Objective The aims of this study as following: hi ng - To identify main factors of customer’s perception on customer service quality ep in Vietnam retail banking sector - To measure the effects of these key factors on the overall customer satisfaction w n in Vietnam retail banking sector lo To recommend some solutions to increase customer satisfaction ad - th yi u yj pl 1.4 Research question al ua The study is set to answer following questions: n What are the key factors of customer’s perception on service quality of retail va - n banking services in Vietnam commercial banks? fu m ll How can these factors influence on customer satisfaction? - What the recommendations should be needed to improve customer satisfaction oi - at nh z in Vietnam commercial banks? z ht vb k jm 1.5 Scope and limit of the research gm Due to the limited time, this research is conducted to the individual customers l.c who are now living in Ho Chi Minh City and using retail banking services of seven om Vietnam commercial banks in Ho Chi Minh City only The conclusions will be derived Lu from this research are limited to Vietnam commercial banks and will be based on the an information of this result n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 1.6 Research methodology Secondary data hi ng Data was collected from annual Vietnam commercial banks reports, from ep internet, involved books and previous related research Primary data w n Qualitative research: This step is researching by in-depth interviews with lo ad customers in order to discover and adjust the service quality dimensions Thirty (30) th u yj customers are using retail banking services at commercial banks were interviewed yi directly through questions relating to which factors influence on their satisfaction pl when they use retail banking services at banks and which factors made them feel al ua dissatisfaction Almost their opinions concentrate on factors including: tangibles, n va service quality (showing through employee’s attitude, employee’s willing to help n customers), reliability (showing through employee’s ability to serve customers, fu m ll provide exactly information and services as set time), empathy, technology, waiting oi time, interest rate and transaction cost The result of this research is used for designing at nh the questionnaire used for official study z z Quantitative research: This step is researching by delivering questionnaire to vb ht individual customers of seven commercial banks in Ho Chi Minh City directly, via om l.c gm satisfaction through statistical software SPSS version 16.0 k jm email and internet The collected data is used for analyzing the level of customer 1.7 The structure of the research Lu an This research includes five chapters: n va Chapter 1: Introduction th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector y and limit of the research and research methodology te the research, statement of the problem, research objectives, research questions, scope re This introduction gives an overall view of the research includes the rational of (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Chapter 2: Literature review This chapter gives a brief introduction about Vietnam retail banking industry hi ng and general view of theories related to customer satisfaction, five gaps of service ep quality, service quality and some results of previous studies about dimensions of service quality in banking sector w Chapter 3: Research Design n lo ad This chapter develops the research model and hypotheses In addition to, we th focus on research process and methodology for data analysis u yj yi Chapter 4: Data analysis and findings pl ua al This chapter illustrates the process of data analysis and shows the result of this research from that we can explore the result and discussion n va n Chapter 5: Conclusions and recommendations summarizes the most m ll chapter fu This important findings, provides oi recommendations on how to improve customer satisfaction on retail banking services at nh of Vietnam commercial banks Lastly, we show the limit of this research and suggest z for the further research z k jm ht vb om l.c gm an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Pattern Matrixa Factor hi ng ep Emp.14 873 Emp.15 853 Emp.16 671 Emp.17 466 Ass.13 444 395 Sor.23 Ass.11 349 259 227 w n lo 586 Res.9 303 580 245 578 ad 351 u yj 508 ua al Tan.20 842 n 669 va Tan.22 n Tan.21 626 fu Tan.19 420 Rel.1 227 786 oi m ll Res.6 502 nh Res.7 223 513 pl 404 249 547 yi Ass.12 th Rel.2 -.230 607 Ass.10 Rel.3 230 646 Rel.5 Res.8 263 457 at z Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations z jm ht vb c Step k gm 905 1396.621 190 Sig .000 an Lu df om Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square l.c KMO and Bartlett's Test n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 65 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Total Variance Explained Initial Eigenvalues Factor Total % of Variance Cumulative % ep 42.335 10.204 5.638 42.335 52.539 58.178 981 4.904 63.081 907 4.535 67.616 798 3.990 71.607 741 3.705 75.311 654 3.269 78.580 561 2.807 81.387 10 496 2.481 83.868 11 486 2.431 86.299 12 425 13 413 14 w 8.467 2.041 1.128 n hi ng ad th lo Rotation Sums of Squared Loadingsa Extraction Sums of Squared Loadings yi u yj pl 88.423 2.064 90.487 386 1.932 92.418 15 352 1.762 16 299 1.494 17 258 1.290 96.965 18 230 1.152 98.117 19 212 1.060 99.177 20 165 823 100.000 ua al 2.124 Total % of Variance 8.002 1.575 663 Cumulative % 40.012 7.877 3.314 Total 40.012 47.889 51.203 6.804 6.707 3.882 n va 94.180 n fu 95.675 oi m ll at nh z Extraction Method: Principal Axis Factoring z a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance k jm ht vb om l.c gm an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 66 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Pattern Matrixa Factor hi ng ep Emp.14 942 Emp.15 878 Emp.16 704 Ass.13 611 w Ass.12 n 590 Ass.10 lo 546 ad Emp.17 435 789 639 pl Res.8 466 yi Ass.11 259 u yj Rel.5 376 496 th Res.9 386 553 al Rel.3 Res.6 ua 527 Rel.1 452 n 481 286 394 Tan.20 853 Tan.22 610 Tan.19 229 415 z 596 at 240 nh Tan.21 oi m ll Res.7 fu 418 n 249 va Rel.2 346 z Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations k jm ht vb gm d Step 899 1306.820 000 n va 171 Sig an df Lu Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square om l.c KMO and Bartlett's Test re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 67 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Total Variance Explained Initial Eigenvalues Factor Total % of Variance Cumulative % hi ng ep 7.992 2.041 1.121 42.065 10.741 5.901 42.065 52.806 58.707 935 4.921 63.627 906 4.768 68.396 763 4.014 72.410 741 3.898 76.308 652 3.433 79.741 522 2.748 82.489 496 2.611 85.100 11 461 2.424 87.525 12 425 2.234 89.759 13 387 2.035 91.794 14 377 1.984 93.778 15 303 1.594 16 258 1.359 17 232 1.222 18 221 1.161 99.114 19 168 886 100.000 w n th yi u yj 10 ad lo Rotation Sums of Squared Loadingsa Extraction Sums of Squared Loadings Total % of Variance 7.532 1.574 660 Cumulative % 39.644 8.285 3.471 Total 39.644 47.929 51.400 6.380 6.218 3.757 pl ua al n 95.372 va n 96.731 fu oi m ll nh Extraction Method: Principal Axis Factoring 97.953 at a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance z z k jm ht vb om l.c gm an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 68 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Pattern Matrixa Factor hi ng ep Emp.14 934 Emp.15 876 Emp.16 700 Ass.13 592 Ass.12 569 224 Ass.10 531 393 w Emp.17 n 496 Res.9 454 lo 448 ad Rel.5 263 380 553 yi Rel.3 u yj Res.8 642 th Ass.11 775 528 pl Res.6 Rel.1 417 ua 242 226 al Rel.2 420 371 n 403 848 va Tan.20 n Tan.22 611 Tan.21 235 fu Tan.19 226 426 at nh z Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations oi m ll 607 z vb k jm ht e Step 153 Sig .000 om df l.c 895 1236.415 Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square gm KMO and Bartlett's Test an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 69 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Total Variance Explained Initial Eigenvalues Factor Total % of Variance Cumulative % hi ng ep 7.685 1.933 1.116 42.695 10.737 6.200 42.695 53.431 59.632 917 5.096 64.727 872 4.845 69.572 746 4.142 73.714 701 3.893 77.608 622 3.456 81.064 508 2.821 83.885 466 2.588 86.473 11 434 2.413 88.886 12 421 2.337 91.223 13 379 2.105 93.328 14 309 1.719 95.047 15 261 1.447 16 238 1.324 17 223 1.241 18 169 941 w n th yi u yj 10 ad lo Rotation Sums of Squared Loadingsa Extraction Sums of Squared Loadings Total % of Variance 7.233 1.482 658 Cumulative % 40.183 8.235 3.653 Total 40.183 48.418 52.071 6.159 6.098 3.335 pl ua al n 96.494 va n 97.818 fu m ll 100.000 oi Extraction Method: Principal Axis Factoring 99.059 at nh a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance z z k jm ht vb om l.c gm an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 70 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Pattern Matrixa Factor hi ng ep Emp.14 910 Emp.15 891 Emp.16 724 Ass.13 540 227 Ass.12 510 280 Emp.17 497 w Ass.10 248 n 480 437 Rel.5 lo 773 ad Ass.11 590 572 404 490 yi Res.9 328 u yj Rel.3 th Res.8 671 pl Rel.2 456 al Res.6 Tan.21 245 212 873 n Tan.20 ua 386 va n Tan.22 602 590 oi at nh Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations .425 m ll 246 fu Tan.19 z z KMO and Bartlett's Test 897 1168.290 000 om l.c 136 Sig df gm Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square k jm ht vb f Step an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 71 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Total Variance Explained Initial Eigenvalues Factor Total % of Variance Cumulative % hi ng ep 7.375 1.906 1.108 43.382 11.210 6.517 43.382 54.592 61.109 902 5.304 66.413 808 4.754 71.167 746 4.386 75.553 629 3.699 79.252 520 3.059 82.311 471 2.771 85.082 462 2.719 87.800 11 423 2.487 90.287 12 385 2.267 92.554 13 328 1.932 94.486 14 282 1.660 96.147 15 260 1.532 16 224 1.315 17 171 1.006 w n th yi u yj 10 ad lo Rotation Sums of Squared Loadingsa Extraction Sums of Squared Loadings Total % of Variance 6.933 1.462 648 Cumulative % 40.782 8.601 3.810 Total 40.782 49.383 53.193 5.838 5.927 3.168 pl ua al n 97.679 va n 98.994 fu m ll Extraction Method: Principal Axis Factoring 100.000 oi a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance at nh z z k jm ht vb om l.c gm an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 72 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Pattern Matrixa Factor hi ng ep Emp.14 909 Emp.15 876 Emp.16 708 Emp.17 493 Ass.13 490 286 Ass.12 448 347 241 w Rel.5 n 717 Ass.11 lo 684 ad Res.8 545 505 pl Ass.10 344 yi Rel.2 596 u yj Res.9 605 th Rel.3 294 413 203 503 al Tan.20 ua 880 Tan.21 615 n 231 226 n Tan.19 588 va Tan.22 fu oi m ll Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations .427 at nh z g Step z 896 1112.022 000 om l.c 120 Sig gm df k Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square jm ht vb KMO and Bartlett's Test an Lu n va re y te th Total Variance Explained (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 73 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Initial Eigenvalues Factor Total % of Variance Cumulative % hi ng ep 7.138 1.780 1.108 44.613 11.126 6.924 44.613 55.739 62.663 847 5.296 67.959 808 5.048 73.007 727 4.543 77.550 526 3.285 80.836 482 3.012 83.848 471 2.944 86.792 425 2.653 89.445 388 2.425 91.870 w n 2.134 94.004 287 1.792 95.796 14 263 1.645 97.441 15 236 al 98.914 16 174 1.086 100.000 yi 341 13 u yj 12 th 11 ad 10 lo Rotation Sums of Squared Loadingsa Extraction Sums of Squared Loadings pl 1.473 Total % of Variance 6.704 1.340 641 Cumulative % 41.902 8.377 4.006 Total 41.902 50.279 54.284 5.699 5.801 2.660 ua n va Extraction Method: Principal Axis Factoring n a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance Pattern Matrixa fu nh 909 Emp.15 876 Emp.16 699 Emp.17 498 Ass.13 481 293 Ass.12 432 357 at Emp.14 z z 387 525 an Ass.10 Lu 562 om 609 329 n va 509 Tan.20 808 238 te Tan.22 648 re Tan.21 l.c 622 Res.9 Rel.2 Rel.3 gm 277 k 694 jm Ass.11 ht 726 vb 209 Rel.5 Res.8 oi m ll Factor 599 y th Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 74 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector h Step KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 888 1018.685 hi ng df 105 Sig .000 ep Total Variance Explained w n Rotation Sums of Squared Loadingsa lo ad Factor Initial Eigenvalues Extraction Sums of Squared Loadings % of Variance Total Cumulative % 6.717 1.713 1.107 44.783 11.417 7.383 44.783 56.200 63.583 823 5.485 69.067 5.326 74.393 78.529 yi u yj th 799 620 525 3.503 477 3.181 437 2.913 10 415 2.767 11 345 2.299 12 326 2.173 95.366 13 282 1.880 97.246 14 239 1.596 98.842 15 174 1.158 100.000 al ua pl Total 4.137 % of Variance Cumulative % 6.289 1.284 643 41.927 8.561 4.286 Total 41.927 50.487 54.773 5.262 5.500 2.736 n va 82.032 n 85.213 fu 88.126 m ll 90.893 oi 93.192 at nh z z vb jm ht Extraction Method: Principal Axis Factoring a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance k om l.c gm an Lu n va re y te th Pattern Matrixa (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 75 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Factor hi ng ep Emp.14 902 Emp.15 893 Emp.16 687 Emp.17 480 Ass.13 466 205 296 Rel.5 741 Ass.11 684 w Res.8 n 263 650 Rel.3 lo 646 ad Res.9 364 529 521 yi Tan.20 593 u yj Rel.2 th Ass.10 317 789 pl Tan.21 207 675 al 617 ua Tan.22 n Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations va n fu oi m ll at nh i Step z z KMO and Bartlett's Test df 91 000 k Sig jm 877 917.522 ht vb Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square om l.c gm an Lu n va re y te th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 76 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector Total Variance Explained Initial Eigenvalues Factor Total Extraction Sums of Squared Loadings % of Variance Cumulative % ep 44.190 12.160 7.893 44.190 56.350 64.242 815 5.820 70.062 758 5.411 75.474 619 4.420 79.894 510 3.640 83.534 461 3.292 86.825 418 2.986 89.812 374 2.673 92.485 11 337 2.410 94.894 12 289 2.063 96.957 13 243 14 183 w 6.187 1.702 1.105 n hi ng lo ad th 10 Rotation Sums of Squared Loadingsa yi u yj pl 98.690 1.310 100.000 ua al 1.733 Total % of Variance 5.760 1.275 639 Cumulative % 41.142 9.108 4.566 Total 41.142 50.250 54.815 4.707 5.055 2.595 n Extraction Method: Principal Axis Factoring va a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance n fu m ll Pattern Matrixa oi 669 Emp.17 498 212 Ass.11 682 261 653 l.c Rel.3 Res.8 gm 739 k Rel.5 jm Emp.16 ht 859 vb Emp.14 z 886 z Emp.15 at nh Factor 641 592 Ass.10 370 529 an Rel.2 Lu 323 om Res.9 516 Tan.20 Tan.21 211 671 re Tan.22 n va 792 te 614 y Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations th j Step 10 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 77 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 870 852.265 df 78 Sig .000 Total Variance Explained hi ng ep Initial Eigenvalues Factor % of Variance Extraction Sums of Squared Loadings Cumulative % 5.826 1.702 1.049 44.813 13.094 8.069 44.813 57.907 65.976 813 6.253 72.229 681 5.239 77.468 583 4.483 81.952 461 3.545 85.497 428 3.290 88.788 375 2.887 91.675 10 338 2.597 94.271 11 299 2.299 12 262 2.015 13 184 1.414 w Total n lo ad th yi u yj Rotation Sums of Squared Loadingsa Total % of Variance 5.411 1.269 606 Cumulative % 41.627 9.758 4.665 Total 41.627 51.385 56.050 4.888 4.197 2.462 pl ua al n 96.571 va n 98.586 fu m ll Extraction Method: Principal Axis Factoring 100.000 oi a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance Pattern Matrixa nh 792 Emp.16 688 an 905 Emp.14 Lu Emp.15 om l.c 522 gm 597 Rel.2 k 650 Ass.10 jm 657 Ass.11 ht 667 Res.9 vb 682 Rel.3 z 728 Res.8 z Rel.5 at Factor 624 te 704 Tan.22 re 750 Tan.21 n va Tan.20 y Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations th (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector 78 (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector (Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector(Luận.Văn).Determinants.Of.Customer.Satisfaction.In.Retail.Banking.Sector