(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Vu Thanh Hoan KEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED COMMERCIAL BANKS MASTER OF BUSINESS (Honours) Ho Chi Minh City – Year 2014 TIEU LUAN MOI download : skknchat@gmail.com UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Vu Thanh Hoan KEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED COMMERCIAL BANKS ID: 22110021 MASTER OF BUSINESS (Honours) SUPERVISOR: DR CAO HAO THI Ho Chi Minh City – Year 2014 TIEU LUAN MOI download : skknchat@gmail.com ACKNOWLEDGEMENTS I would like to express my sincere gratitude to my supervisor, Dr Cao Hao Thi for the valuable advice, critical comments and encouragement he gave me I would like to express my gratitude to my ISB class friends for SPSS directions Your encouragement, excellent guidance, and support have greatly contributed to this thesis Finally, I would like to thank all of the respondents without whom, this research would have been impossible Ho Chi Minh City, March 01, 2014 Vu Thanh Hoan TIEU LUAN MOI download : skknchat@gmail.com ABSTRACT It is costly to attract new customers so that the managers always try to find ways to retain their current customers and concentrate on different factors which enhances the customer loyalty among the customers of the organizations This research attempts to find the factors of customer loyalty and their relationships with banking industry in one of the developing countries i.e Vietnam, where the large part of banking industry are small chartered commercial banks In order to this, a questionnaire is designed and validated, then based on the data which were gained from the 150 respondents' answers to the designed questionnaire, the analysis is done and the results and the relations among the factors are explained Customer’s Perceived Quality, Customer Satisfaction, Customer Trust, Switching Cost and Customer Commitment are the factors which influence the Loyalty of the customers These factors also influence each other as well The relationships of different factors with each other are also studied and the SPSS software is used to analyze the data gathered from the respondents TIEU LUAN MOI download : skknchat@gmail.com TABLE OF CONTENTS Chapter Introduction 1.1 Background 1.2 Research problems Research Objectives 1.4 Research Scope 1.5 Thesis structure .4 Chapter Literature Review 2.1 Customer loyalty 2.2 Customer's perceived quality .8 2.3 Customer satisfaction 11 2.4 Switching Cost 13 2.5 Customer Trust 16 2.6 Commitment 17 2.7 Research model and Hypothesis 18 Chapter Research Methodology 21 3.1 Research Process 21 3.2 Measurement scales 22 3.2.1 Perceived quality 22 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 3.2.2 Customer trust 22 3.2.3 Switching cost 23 3.2.4 Customer satisfaction 23 3.2.5 Customer commitment 24 3.2.6 Customer loyalty 24 3.3 Qualitative research 25 3.4 Sampling method 25 3.4.1 Sampling 26 3.4.2 Data collection 26 3.5 Data analysis methods 26 3.5.1 Cronbach’s alpha 26 3.5.2 Exploratory Factor Analysis 27 3.5.3 Multiple regression analysis 28 Chapter Data Analysis and results 29 4.1 General Information 29 4.2 Measurement assessment 30 4.2.1 Cronbach’s alpha 30 4.2.2 Exploratory Factor Analysis 31 4.3 Hypothesis testing 32 4.3.1 Testing customer satisfaction sub-model 34 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 4.3.2 Testing customer commitment sub-model 34 4.3.3 Testing customer loyalty sub-model 35 Chapter Conclusions and Implications 38 5.1 Conclusions .38 5.2 Implications .39 5.3 Limitations .41 References 42 Appendix 1: Questionaire 52 Appendix 2: Results of Exploratory factor analysis 58 Appendix 3: Simple linear regression results (S) 60 Appendix 4: Multiple linear regression results (CMT) 62 Appendix 5: Multiple linear regression results (CL) 64 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 57 APPENDIX 2: RESULTS OF EXPLORATORY FACTOR ANALYSIS (EFA) Total Variance Explained Co Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings mpo nent Total % of Cumulative Variance % Total % of Cumulative Variance % Total % of Cumulative Variance % 6.098 26.513 26.513 6.098 26.513 26.513 2.649 11.515 11.515 2.254 9.798 36.311 2.254 9.798 36.311 2.643 11.492 23.007 2.042 8.880 45.192 2.042 8.880 45.192 2.551 11.091 34.098 1.608 6.993 52.184 1.608 6.993 52.184 2.536 11.026 45.125 1.230 5.349 57.533 1.230 5.349 57.533 2.226 9.679 54.804 1.153 5.013 62.546 1.153 5.013 62.546 1.781 7.742 62.546 873 3.796 66.342 820 3.564 69.905 748 3.253 73.159 10 695 3.021 76.180 11 659 2.866 79.046 12 597 2.596 81.642 13 571 2.483 84.125 14 517 2.249 86.374 15 477 2.073 88.447 16 434 1.885 90.332 17 401 1.743 92.076 18 389 1.692 93.767 19 360 1.567 95.334 20 327 1.421 96.755 21 299 1.299 98.054 22 263 1.144 99.198 23 184 802 100.000 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 58 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component PQ1 089 721 124 162 069 020 PQ2 -.001 746 255 002 122 241 PQ3 113 754 325 151 022 -.017 PQ4 174 787 131 088 259 022 T5 138 016 142 288 674 -.177 T6 105 007 143 176 733 -.163 T7 -.076 234 -.133 119 702 202 T8 051 172 109 -.062 664 074 SW9 725 035 033 143 093 140 SW10 776 159 023 138 -.062 130 SW11 779 127 125 067 -.008 116 SW12 791 008 047 143 195 -.005 S13 055 139 711 013 087 208 S14 -.049 230 719 146 104 128 S15 104 212 698 157 102 154 S16 141 175 764 227 -.005 -.003 CMT17 156 -.040 214 655 213 164 CMT18 258 133 150 770 033 016 CMT19 116 120 160 708 184 220 CMT20 051 184 041 756 052 107 CL22 154 070 093 260 173 653 CL23 169 -.048 205 038 -.135 683 CL21 068 173 133 147 -.058 710 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 59 APPENDIX 3: SIMPLE LINEAR REGRESSION RESULTS (S) Model Summaryb Model R 507 R Square a Adjusted R Std Error of the Square Estimate 257 252 45686 a Predictors: (Constant), PQ b Dependent Variable: S ANOVAa Model Sum of Squares Df Mean Square Regression 10.661 10.661 Residual 30.891 148 209 Total 41.552 149 F Sig 51.080 000b a Dependent Variable: S b Predictors: (Constant), PQ Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error T Sig Beta Collinearity Statistics Tolerance 2.882 321 8.984 000 444 062 507 7.147 000 VIF PQ a 1.000 1.000 Dependent Variable: S TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 60 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 61 APPENDIX 4: MULTIPLE LINEAR REGRESSION RESULTS (CMT) Model Summaryb Model R R Square 486 a Adjusted R Std Error of the Square Estimate 236 226 49971 a Predictors: (Constant), T, S b Dependent Variable: CMT ANOVAa Model Sum of Squares Df Mean Square Regression 11.352 5.676 Residual 36.707 147 250 Total 48.059 149 F Sig .000b 22.731 a Dependent Variable: CMT b Predictors: (Constant), T, S Coefficientsa Model Unstandardiz Standar ed dized Coefficients Coeffici T Sig Correlations Collinearity Statistics ents B Std Beta Error (Const Partia order l Part Tolera VIF nce 1.651 500 3.303 001 S 368 080 342 4.616 000 407 356 333 944 1.059 T 286 078 273 3.682 000 354 291 265 944 1.059 ant) Zero- a Dependent Variable: CMT TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 62 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks 63 APPENDIX 5: MULTIPLE LINEAR REGRESSION RESULTS (CL) Model Summaryb Model R R Square 473 a Adjusted R Std Error of the Square Estimate 224 208 44576 a Predictors: (Constant), CMT, SW, S b Dependent Variable: CL ANOVAa Model Sum of Squares Regression Df Mean Square F 8.374 2.791 Residual 29.010 146 199 Total 37.384 149 Sig .000b 14.049 a Dependent Variable: CL b Predictors: (Constant), CMT, SW, S Coefficientsa Model Unstandardiz Standar ed dized Coefficients Coeffici t Sig Correlations Collinearity Statistics ents B Std Beta Error (Consta Zero- Parti P Toler order al art ance 2.151 446 4.821 000 S 233 076 246 3.067 003 371 246 SW 149 067 176 2.226 028 311 181 CMT 184 074 208 2.469 015 375 200 nt) 24 VIF 828 1.208 849 1.178 747 1.338 1 62 80 a Dependent Variable: CL TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks (LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks(LUAN.van.THAC.si).key.antecedents.of.customer.loyalty a.study.of.small.chartered.commercial.banks