CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN SỰ HÀI LÒNG VỀ CHẤT LƯỢNG DỊCH VỤ CỦA KHÁCH HÀNG SỬ DỤNG THẺ EPARTNER CỦA NGÂN HÀNG THƯƠNG MẠI CỔ PHẦN CÔNG THƯƠNG VIỆT NAM TRÊN ĐỊA BÀN TP. HỒ CHÍ MINH.PDF

~~~~~o0o~~~~~ E NAM ~~~~~o0o~~~~~ 60340201 L .2 .2 1.3.3 1.3.4 1.3.5 .4 .5 9 11 12 16 19 19 20 TP.HCM 21 21 21 21 -2012 22 23 23 23 24 rtner): 25 -2012: 29 .34 34 36 36 39 42 .42 43 43 47 47 52 - ANOVA): 53 55 MINH .56 PCT VN: 56 57 57 61 61 .63 64 66 .66 .67 67 67 68 69 .70 1 - partner - Minh -way ANOVA H nbank EPARTNER VIETINBANK Xin : EMAIL: cho 1.Th Epartner Epartner - n (2) (3) (5) g , ATM : , 10 :t Epartner Vietinbank s 10 11 12 13 14 15 16 17 18 20.Vietinbank 21.Vietinbank 22.Vietinbank 24.Vietinbank (4) 1.Nam 2 3 Reliability Statistics Cronbach's Alpha N of Items 836 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted TC1 11.65339 2.243 625 824 TC2 11.15538 2.452 740 760 TC3 11.39044 2.551 693 782 TC4 11.61355 2.718 644 804 Reliability Statistics Cronbach's Alpha N of Items 874 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted PV1 12.7729 7.040 705 847 PV2 12.7769 7.478 603 870 PV3 12.7211 7.194 675 854 PV4 12.9243 6.142 782 828 PV5 12.9801 6.268 761 833 Reliability Statistics Cronbach's Alpha N of Items 853 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted HH1 9.0837 1.477 668 827 HH2 9.2829 1.140 679 840 HH3 9.1554 1.348 735 797 HH4 9.1594 1.399 756 793 Reliability Statistics Cronbach's Alpha N of Items 759 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted DB1 13.4741 3.954 746 644 DB2 13.2112 4.119 653 675 DB3 13.4781 3.739 653 666 DB4 13.5299 4.570 383 765 DB5 12.8725 4.624 289 805 Reliability Statistics Cronbach's Alpha N of Items 805 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted DB1 9.7052 2.841 664 738 DB2 9.4422 2.720 724 710 DB3 9.7092 2.615 597 772 DB4 9.7610 2.903 522 804 Reliability Statistics Cronbach's Alpha N of Items 760 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted CT1 18.7649 4.365 635 685 CT2 18.7012 6.546 068 814 CT3 19.0199 4.900 556 710 CT4 18.7211 4.458 642 683 CT5 18.7171 4.996 635 693 CT6 18.7450 5.415 491 729 CT2 (c Reliability Statistics Cronbach's Alpha N of Items 814 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted CT1 14.9323 3.887 672 757 CT3 15.1873 4.473 564 789 CT4 14.8884 4.028 659 760 CT5 14.8845 4.567 644 769 CT6 14.9124 4.968 500 806 : KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 745 2.997E3 Df 231 Sig .000 Rotated Component Matrix a Component PV4 854 PV1 819 PV3 788 PV2 866 PV5 733 CT1 834 CT4 788 CT5 746 CT3 651 CT6 608 TC2 848 TC1 825 TC3 741 TC4 722 HH4 872 HH3 843 HH2 828 HH1 811 DB2 838 DB3 754 DB1 745 DB4 695 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Total Variance Explained Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Initial Eigenvalues Compon ent % of Total % of Variance Cumulative % Total Cumulati Variance ve % % of Total Cumula Variance tive % 4.929 22.403 22.403 4.929 22.403 22.403 3.378 15.354 15.354 3.665 16.661 39.064 3.665 16.661 39.064 3.244 14.746 30.099 2.592 11.782 50.846 2.592 11.782 50.846 2.893 13.150 43.249 2.063 9.376 60.222 2.063 9.376 60.222 2.850 12.957 56.206 1.733 7.879 68.101 1.733 7.879 68.101 2.617 11.894 68.101 871 3.959 72.060 766 3.482 75.543 631 2.870 78.412 604 2.746 81.158 10 557 2.533 83.691 11 510 2.316 86.007 12 467 2.121 88.129 13 408 1.853 89.981 14 363 1.651 91.632 15 348 1.583 93.215 16 296 1.346 94.561 17 268 1.219 95.780 18 255 1.159 96.939 19 218 993 97.932 20 192 872 98.804 21 154 700 99.504 22 109 496 100.000 Extraction Method: Principal Component Analysis Model Summaryb Std Error Adjusted R Model R 805 R Square a of the Square Estimate 649 642 26469 a Predictors: (Constant), CT, HH, PV, TC, DB b Dependent Variable: SHL b ANOVA Mean Model Sum of Squares Regression df Square 31.712 6.342 Residual 17.165 245 070 Total 48.876 250 a Predictors: (Constant), CT, HH, PV, TC, DB b Dependent Variable: SHL Coefficients a F Sig 90.52 000 a Standardiz ed Unstandardized Coefficient Coefficients s Collinearity Statistics Std Model B Error (Constant) 183 317 037 PV 123 HH Beta 218 TC Toleranc t Sig e VIF 840 402 368 8.633 000 791 1.265 026 180 4.680 000 973 1.027 123 045 105 2.738 007 970 1.031 DB 237 035 288 6.747 000 788 1.268 CT 316 037 366 8.605 000 793 1.260 a Dependent Variable: SHL : - ANOVA): M Descriptives SHL 95% Confidence Interval for Mean Std N Mean Minimum Maximum Upper Deviation Std Error Lower Bound Bound Nhan luong 59 4.0847 46565 06062 3.9634 4.2061 3.00 5.00 Thanh toan 143 4.1329 44781 03745 4.0588 4.2069 3.00 5.00 40 4.0750 34991 05533 3.9631 4.1869 3.00 5.00 4.1111 60093 20031 3.6492 4.5730 3.00 5.00 251 4.1116 44216 02791 4.0566 4.1665 3.00 5.00 The hoc sinh - sinh vien The nhan BHXH Total Test of Homogeneity of Variances SHL Levene Statistic 1.624 df1 df2 Sig 247 184 ANOVA SHL Sum of Squares Between Groups df Mean Square 161 054 Within Groups 48.716 247 197 Total 48.876 250 Th F Sig .272 846 Descriptives SHL 95% Confidence Interval for Mean Std Deviatio N Tu den duoi thang Mean n Lower Std Error Upper Bound Bound Minimum Maximum 37 4.0811 36350 05976 3.9599 4.2023 3.00 5.00 59 4.1356 43381 05648 4.0225 4.2486 3.00 5.00 Tu den nam 86 4.1047 48578 05238 4.0005 4.2088 3.00 5.00 Tren nam 69 4.1159 43845 05278 4.0106 4.2213 3.00 5.00 251 4.1116 44216 02791 4.0566 4.1665 3.00 5.00 Tu thang den duoi nam Total Test of Homogeneity of Variances SHL Levene Statistic 994 df1 df2 Sig 247 396 ANOVA SHL Sum of Squares Between Groups df Mean Square 074 025 Within Groups 48.803 247 198 Total 48.876 250 F Sig .125 945 ... 30.000.000 15 10 20 15 2.000.000 100.000.000 100.000.000 5.000.000 5.000.000 -card, C-card, PinkG- Epartner Epartner 26 STT S-CARD C-CARD PINK-CARD G-CARD 10.000.000.000 27 Q (1) (2) (6) K (3) (5) (4)... .5 9 11 12 16 19 19 20 TP.HCM 21 21 21 21 -2012 22 23 23 23