Các yếu tố ảnh hưởng tới sự hài lòng của các nhà đầu tư vào các khu công nghiệp của tỉnh Thái Nguyên (1)

FACTORS AFFECTING THE SATISFACTION OF INVESTORS IN INDUSTRIAL ZONES OF THAI NGUYEN PROVINCE A DISSERTATION PAPER Presented to the Faculty of the Graduate Program of the College of Arts and Sciences Central Philippine University, Philippines In Collaboration with Thai Nguyen University, Vietnam By NGUYEN THI THU HA DECEMBER 2016 i ACKNOWLEDGEMENT This dissertation has been conducted in the Doctoral Program in Public Administration in the framework of academic cooperation between Central Philippine University and Thai Nguyen University of Economics and Business Administration During the period of writing my dissertation, I have gained the precious knowledge for my job as well as my scientific research works First and foremost I would like to express my sincere appreciation to my supervisor Assoc Prof PhD.Tran Chi Thien who gave me considerable time and guided me enthusiastically through the completion of this research I would like to express my gratitude to officials who freely gave me their time for the interviews The interviews that were granted to me at the enterprises with managers that provided managers' perspective to the purpose of this study I am very thankful to managers and staffs at Thai Nguyen industrial zone management authority for providing me number of secondary information and much help to the interviews at the enterprises I would like to thank to all of my professors of the Doctor Program in Public Administration, managers and staffs of International Cooperation Centre for Training and Study Abroad for their enthusiastic help in my research and dissertation I also would like to thank my interview partners who conduct the survey with me I would like to mention all of my colleagues who encouraged me to the dissertation Last but not least, I specially would like to give inmost thanks to my family who always encourage and help me through the time doing the dissertation Thai Nguyen, December 2016 Nguyen Thi Thu Ha TABLE OF CONTENTS ACKNOWLEDGEMENT i TABLE OF CONTENTS i LIST OF FIGURES iv LIST OF ABBREVIATIONS v ABSTRACT vii CHAPTER 1: INTRODUCTION 1.1 Background and Rationale of the Study 1.2 Objectives 1.2.1.General Objectives 1.2.2 Specific Objectives 1.3 Theoretical Framework 1.3.1 Theories of Service and Service Quality 1.3.2 Theories of Investment Behavior 1.3.3.Local Marketing Theory 1.4 Conceptual Framework 1.4.1 Conceptual Framework 1.4.2.Hypotheses of the Study 1.5 The Operational Definitions 1.6 Significance of the study 12 1.6.1 Significance to theory 12 1.6.2.Significance to practice 13 1.7 Scope and Delimitation 14 1.7.1 Scope of the study 14 1.7.2 Delimitation of the study 14 CHAPTER 2: REVIEW OF RELATED LITERATURE AND STUDIES 15 2.1 Related Literature 15 2.1.1 Investor satisfaction 15 2.1.2 Factors affecting investor satisfaction 17 2.1.3 Industrial zone 19 2.2 Related Studies 22 CHAPTER 3: METHODOLOGY 32 3.1 Research Design 32 3.2 Population, Sample Size and Sampling Technique 34 3.3 Research Instrument 34 3.3.1 Survey questionnaires 34 3.3.2.Scaling 35 3.3.3 Cronbach Alpha test 38 3.3.4 Exploratory Factor Analysis (EFA) 38 3.3.5 Multiple Regression Analysis (MRA) 39 3.4 Data Gathering Procedure 43 3.5 Data Processing and Data Analysis 44 CHAPTER 4: DATA PRESENTATION, ANALYSIS AND INTERPRETATION 46 4.1 The investment environment in Thai Nguyen 46 4.1.1 Natural - economic - political - social characteristics 46 4.1.2 Assessment of enterprises on the investment environment of Thai Nguyen province 55 4.2 Overview of the Industrial Zones and the Industrial Zone Management Authority in Thai Nguyen province 59 4.2.1 Industrial Zones in Thai Nguyen province 59 4.2.2 Industrial Zone Management Authority 61 4.3 Incentive policies to attract investment in Industrial Zones of Thai Nguyen Province 65 4.3.1 Incentive investment policies in industrial zones of Song Cong I and Song Cong II 65 4.3.2 Incentive investment policies in Yen Binh Industrial Zone 65 4.3.3 Incentive investment policies in Diem Thuy Industrial Zone 66 4.3.4 Incentive investment policies in the Industrial Zones of South Pho Yen and Quyet Thang 68 4.4 Infrastructure characteristics of Industrial Zones in Thai Nguyen 68 4.4.1 Song Cong I Industrial Zone 68 4.4.2 Yen Binh Industrial Zone 70 4.4.3 Diem Thuy Industrial Zone 72 4.4.4 South Pho Yen Industrial Zone 74 4.4.5 Industrial Zones of Quyet Thang and Song Cong II 75 4.5 The status of the investment attraction in Industrial Zones of Thai Nguyen Province 75 4.5.1 Occupancy rate of industrial zone 76 4.5.2 The status of investment attraction in Industrial Zones in the period of 2013 - 2015 77 4.5.3 General assessment of the situation of investment attraction in industrial zones of Thai Nguyen Province 84 4.6 General assessment about the research sample 86 4.7 The statistical and descriptive analysis of the scales of the research model 89 4.8 The quality test of scales 90 4.9 Exploratory factor analysis 93 4.9.1 Exploratory factor analysis for independent variables 93 4.9.2 Test of exploratory factor analysis for the dependent variable 95 4.10 Multiple regression analysis 98 4.10.1 Test of the suitability of the model 98 4.10.2 Test of the Multicollinearity 99 4.10.3 Test of the Autocorrelation 99 4.10.4 Test of the partial correlation of the regression coefficients 99 4.10.5 Discussion on the results of Multiple Regression Analysis 100 CHAPTER 5: CONCLUSION AND POLICY RECOMMENDATIONS 103 5.1 Conclusions 103 5.2 Policy Recommendations 109 REFERENCES 117 APPENDICES 123 ii LIST OF TABLES Table 1.1: Five Broad Dimensions of Service Quality Table 2.1: Summarization and grouping of the factors found in the related studies 18 Table 3.1: The Likert point scale 35 Table 3.2: Scale of factors affecting the satisfaction of investors 36 Table 4.1: PCI and its sub-indices of Thai Nguyen province in 2011 - 2015 57 Table 4.2: The occupancy rate of planned land areas of the industrial zones in Thai Nguyen province up to December, 2015 76 Table 4.3: Quantity and distribution of investment projects newly licensed in the industrial zones of Thai Nguyen province in 2013 - 2015 77 Table 4.4: The registered domestic investment capital newly licensed into industrial zones of Thai Nguyen province in 2013 – 2015 79 Table 4.5: The registered FDI capital newly licensed into industrial zones of Thai Nguyen province in 2013 -2015 80 Table 4.6: Domestic investment projects licensed in Thai Nguyen industrial zones by kinds of economic activity in 2013 - 2015 81 Table 4.7: Foreign direct investment projects newly licensed in Thai Nguyen industrial zones by kinds of economic activity in 2013 - 2015 82 Table 4.8: The Foreign Direct Investment attration in Industrial Zones of Thai Nguyen province in 2013-2015 83 Table 4.9: Foreign Direct Investment projects licensed in Thai Nguyen industrial zones corresponding counterparts in 2013 – 2015 84 Table 4.10: General information of the research sample 86 Table 4.11: Some characteristics of surveyed enterprises 87 Table 4.12: The mean value and the standard deviation of observed variables 89 Table 4.13: Level of the investor satisfaction with observed variables 90 Table 4.14: Cronbach’s Alpha of scales in the analysis model 91 Table 4.15: Scales of good quality and their observed variables 92 Table 4.16: KMO and Bartlett's Test 93 Table 4.17: Total Variance Explained 94 Table 4.18: Rotated Component Matrix 94 Table 4.19: Exploratered factors and their items 95 Table 4.20: KMO and Bartlett's Test 96 Table 4.21: Total Variance Explained 96 iii Table 4.22: The adjusted model after the Cronbach’s Alpha test and the EFA 97 Table 4.23: Model Summary 98 Table 4.24: ANOVA 98 Table 4.25: Coefficients 99 Table 4.26: The results of hypotheses testing 100 Table 4.27: The importance of the affecting factors to the investor satisfaction 101 iv LIST OF FIGURES Figure 1.1: The Conceptual Framework of the study Figure 3.1: The study process of factors affecting the satisfaction of investors in industrial zones of Thai Nguyen province 33 Figure 4.1: PCI of Thai Nguyen province and it's ranking in 2011- 2015 56 Figure 4.2: The sub-indices of the PCI of Thai Nguyen province in 2014, 2015 58 Figure 4.3:The registered capital newly licensed in Thai Nguyen IZs in 2013 - 2015 78 Figure 4.4: The adjusted research model 97 v LIST OF ABBREVIATIONS SYMBOL Explaination ABI Service ability ANOVA Analysis of variance Bil Billion BXD Ministry of Construciton CMT10 October Revolution Co., Ltd Limited liability company CRE Credibility EFA Exploratory Factor Analysis EMP Empathy EPZ Export processing zone ETFs Exchange-traded funds FDI Foreign direct investment GRDP Gross Regional Domestic Product Ha Hectare IP Industrial Park IZs Industrial Zones KMO Kaiser – Meyer – Olkin measure Km Kilometer Mil Million MRA Multiple Regression Analysis NĐ-CP Decrees of Government N/A Not available No Number ODA Official Development Assistance OLS Ordinary Least Square PCI Provincial Competitiveness Index QCVN Standards of Vietnam QD-TTg Decision of Prime Minister QH13 13th National Assembly REL Reliablity RES Responsiveness SAT Satisfaction SERVQUAL Service quality vi SYMBOL Explaination SEVT Samsung Electronics Vietnam Thai Nguyen Sig Significance SPSS Statistical Package for the Social Sciences TAN Tangible UBND People's Committee UND Understanding USD United State Dollars VAT Value Added Tax VCCI Vietnam Chamber of Commerce and Industry VIF Variance Inflation Factor VND Vietnam Dong VSIP Vietnam Singapore Industrial Park 134 3.1.3 Scale “RES” 3.1.3.1.The first test Item Statistics Reliability Statistics Mean Std Deviation N RES1 3.99 696 236 Alpha Based on RES2 3.86 718 236 Standardized RES3 3.28 897 236 Items RES4 3.84 788 236 RES5 3.22 870 236 RES6 3.26 845 236 RES7 3.19 755 236 RES8 3.44 773 236 RES9 2.98 899 236 RES10 2.81 845 236 RES11 3.28 889 236 RES12 3.69 830 236 RES13 3.24 859 236 Cronbach's Cronbach's Alpha 677 N of Items 679 13 Item-Total Statistics Scale Mean if Item Scale Variance Corrected Item- Deleted if Item Deleted Total Correlation Squared Multiple Cronbach's Alpha if Correlation Item Deleted RES1 40.09 21.140 291 259 662 RES2 40.23 20.518 378 375 650 RES3 40.81 18.998 472 278 632 RES4 40.25 21.173 234 256 669 RES5 40.87 19.817 376 370 648 RES6 40.82 19.560 431 370 640 RES7 40.90 20.347 378 247 650 RES8 40.64 20.546 335 197 655 RES9 41.10 18.696 513 460 624 RES10 41.27 18.786 545 464 621 RES11 40.81 21.928 093 056 692 RES12 40.39 23.047 -.031 044 707 RES13 40.84 22.643 013 042 702 135 3.1.3.2 The last test (7th) Item Statistics Reliability Statistics Cronbach's Alpha Cronbach's Mean N of Items Std Deviation N Alpha Based on RES3 3.28 897 236 Standardized RES5 3.22 870 236 Items RES6 3.26 845 236 RES7 3.19 755 236 RES8 3.44 773 236 RES9 2.98 899 236 RES10 2.81 845 236 Squared Multiple Correlation 179 Cronbach's Alpha if Item Deleted 758 770 769 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted RES3 18.91 Corrected ItemTotal Correlation 11.293 418 RES5 18.97 11.003 495 354 741 RES6 18.92 10.942 530 361 734 RES7 19.00 11.689 457 230 749 RES8 18.74 12.143 349 179 768 RES9 19.20 10.390 590 444 720 RES10 19.37 10.591 602 449 718 3.1.4 Scale “ASS” Reliability Statistics Cronbach's Cronbach's Alpha Alpha Based on N of Items Item Statistics Mean Standardized Items 748 756 Std Deviation N ASS1 3.81 712 236 ASS2 3.85 692 236 ASS3 3.60 774 236 ASS4 3.49 943 236 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Squared Cronbach's Item Deleted if Item Deleted Total Multiple Alpha if Item Correlation Correlation Deleted ASS1 10.94 3.532 598 450 665 ASS2 10.89 3.780 513 397 708 ASS3 11.14 3.477 542 339 691 ASS4 11.25 2.963 551 346 698 136 3.1.5 Scale “EMP” Reliability Statistics Cronbach's Cronbach's Alpha Alpha Based on N of Items Item Statistics Mean Standardized Items 769 769 Std Deviation N EMP1 3.74 623 236 EMP2 3.74 714 236 EMP3 3.81 681 236 EMP4 3.81 665 236 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Squared Cronbach's Item Deleted if Item Deleted Total Multiple Alpha if Item Correlation Correlation Deleted EMP1 11.36 2.690 578 361 711 EMP2 11.36 2.368 629 412 680 EMP3 11.29 2.616 535 301 732 EMP4 11.28 2.647 541 298 728 3.1.6 Scale “SAT” Reliability Statistics Cronbach's Cronbach's Alpha Alpha Based on N of Items Item Statistics Standardized Mean Items 814 825 Std Deviation N SAT1 3.89 592 236 SAT2 3.77 709 236 SAT3 3.72 812 236 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Squared Cronbach's Item Deleted if Item Deleted Total Multiple Alpha if Item Correlation Correlation Deleted SAT1 7.49 1.851 688 493 743 SAT2 7.62 1.556 707 519 701 SAT3 7.66 1.417 638 407 795 137 3.2 Exploratory Factor Analysis (EFA) 3.2.1 Exploratory factor analysis for independent variables 3.2.1.1 The first analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 865 3217.852 df 528 Sig .000 Total Variance Explained Extraction Sums of Squared Loadings Total % of Cumulative Total % of Cumulative Variance % Variance % 9.378 28.418 28.418 9.378 28.418 28.418 2.629 7.966 36.385 2.629 7.966 36.385 1.693 5.131 41.516 1.693 5.131 41.516 1.632 4.947 46.462 1.632 4.947 46.462 1.346 4.080 50.542 1.346 4.080 50.542 1.288 3.904 54.446 1.288 3.904 54.446 1.079 3.270 57.716 1.079 3.270 57.716 3.176 60.891 1.048 3.176 60.891 1.048 987 2.992 63.883 10 920 2.788 66.671 11 888 2.690 69.361 12 826 2.504 71.865 13 801 2.426 74.291 14 728 2.205 76.496 15 697 2.113 78.609 16 671 2.034 80.643 17 594 1.799 82.443 18 560 1.697 84.140 19 542 1.643 85.782 20 474 1.438 87.220 21 439 1.331 88.551 22 438 1.328 89.879 23 414 1.253 91.132 24 406 1.231 92.363 25 365 1.107 93.469 26 356 1.079 94.548 27 340 1.030 95.578 28 302 915 96.493 29 282 853 97.347 30 269 815 98.162 31 230 696 98.858 32 209 634 99.492 33 168 508 100.000 Extraction Method: Principal Component Analysis Component Initial Eigenvalues Rotation Sums of Squared Loadings Total % of Cumulative Variance % 4.440 13.455 13.455 2.887 8.748 22.203 2.687 8.142 30.344 2.549 7.725 38.069 2.077 6.295 44.364 1.905 5.771 50.135 1.889 5.724 55.859 1.661 5.032 60.891 138 Rotated Component Matrixa Component REL3 792 ASS1 696 REL2 692 REL1 686 EMP2 604 REL4 588 ASS2 576 EMP1 EMP4 RES5 772 RES6 720 RES7 RES3 RES10 RES9 TAN8 773 TAN13 613 ASS3 TAN10 ASS4 TAN11 761 TAN14 724 TAN12 655 TAN7 565 EMP3 667 RES8 624 TAN9 703 TAN1 627 TAN6 TAN5 730 TAN4 647 TAN2 679 TAN3 598 139 3.2.1.2 The second analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity Component 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 9.070 2.624 1.693 1.616 1.346 1.233 1.078 1.048 937 908 829 824 792 711 674 617 594 559 501 473 439 438 406 376 365 356 316 289 270 231 219 169 3077.084 df 496 Sig .000 Total Variance Explained Extraction Sums of Squared Loadings Cumulative Total % of Cumulative % Variance % 28.344 9.070 28.344 28.344 36.542 2.624 8.199 36.542 41.833 1.693 5.290 41.833 46.884 1.616 5.051 46.884 51.088 1.346 4.205 51.088 54.943 1.233 3.855 54.943 58.311 1.078 3.368 58.311 61.586 1.048 3.275 61.586 64.513 67.352 69.942 72.517 74.994 77.216 79.321 81.250 83.105 84.853 86.419 87.897 89.269 90.637 91.906 93.080 94.221 95.333 96.320 97.223 98.066 98.787 99.471 100.000 Initial Eigenvalues Total 864 % of Variance 28.344 8.199 5.290 5.051 4.205 3.855 3.368 3.275 2.927 2.839 2.590 2.575 2.476 2.222 2.105 1.929 1.855 1.747 1.567 1.478 1.372 1.368 1.269 1.174 1.141 1.112 987 903 844 721 683 529 Rotation Sums of Squared Loadings Total % of Cumulative Variance % 4.406 13.768 13.768 2.872 8.976 22.745 2.751 8.596 31.341 2.491 7.784 39.125 1.992 6.224 45.349 1.946 6.081 51.430 1.680 5.251 56.681 1.570 4.905 61.586 140 Rotated Component Matrixa Component REL3 785 ASS1 700 REL1 691 REL2 689 EMP2 625 REL4 595 ASS2 592 EMP1 RES5 777 RES6 709 RES7 RES3 RES10 RES9 TAN8 794 TAN13 641 TAN10 ASS3 ASS4 TAN11 756 TAN14 716 TAN12 676 TAN7 TAN9 713 TAN1 609 TAN6 RES8 674 EMP3 614 TAN5 708 TAN4 666 TAN3 729 TAN2 574 141 3.2.1.3 The third analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 866 2910.727 df 465 Sig .000 Total Variance Explained Component Initial Eigenvalues Total % of Cumulative Variance % Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Total % of Cumulative Total % of Cumulative Variance % Variance % 8.802 2.515 28.393 8.113 28.393 36.506 8.802 2.515 28.393 8.113 28.393 4.084 36.506 2.762 13.175 8.910 13.175 22.085 1.644 5.304 41.810 1.644 5.304 41.810 2.711 8.746 30.831 1.613 1.296 5.203 4.181 47.012 51.193 1.613 1.296 5.203 4.181 47.012 2.460 51.193 2.046 7.935 6.600 38.766 45.366 1.233 1.078 3.978 3.476 55.171 58.647 1.233 1.078 3.978 3.476 55.171 1.822 58.647 1.740 5.876 5.613 51.242 56.855 1.026 935 3.309 3.015 61.957 64.972 1.026 3.309 61.957 1.582 5.102 61.957 10 876 2.826 67.798 11 12 825 808 2.662 2.608 70.461 73.068 13 14 774 705 2.497 2.273 75.565 77.839 15 16 661 616 2.131 1.987 79.969 81.956 17 566 1.825 83.781 18 19 525 501 1.694 1.617 85.475 87.092 20 21 471 438 1.520 1.412 88.612 90.024 22 23 418 380 1.348 1.227 91.372 92.598 24 368 1.186 93.784 25 26 360 335 1.161 1.080 94.945 96.025 27 28 316 278 1.019 896 97.044 97.940 29 30 236 224 763 721 98.703 99.424 31 179 576 100.000 142 Rotated Component Matrixa Component REL3 790 REL2 717 REL1 702 ASS1 662 REL4 583 EMP2 579 ASS2 EMP1 RES5 783 RES6 713 RES7 RES10 RES3 TAN8 790 TAN13 630 ASS3 TAN10 ASS4 TAN11 768 TAN14 691 TAN12 681 TAN7 EMP3 718 RES8 616 TAN9 706 TAN1 642 TAN6 TAN5 728 TAN4 674 TAN3 710 TAN2 628 143 3.2.1.4 The last analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 1874.127 df 231 Sig .000 Communalities Initial 831 Extraction TAN2 1.000 501 TAN3 1.000 707 TAN5 1.000 547 TAN7 1.000 628 TAN8 1.000 746 TAN11 1.000 720 TAN12 1.000 621 TAN13 1.000 689 TAN14 1.000 616 REL1 1.000 556 REL2 1.000 588 REL3 1.000 717 REL4 1.000 598 RES5 1.000 712 RES6 1.000 638 RES7 1.000 462 RES8 1.000 619 RES10 1.000 519 ASS1 1.000 656 ASS2 1.000 652 EMP2 1.000 628 EMP3 1.000 680 144 Component Total 10 11 12 13 14 15 16 17 18 19 20 21 22 6.224 2.367 1.578 1.380 1.173 1.076 905 801 732 684 639 602 554 509 458 423 397 379 351 295 279 192 % of Variance 28.292 10.759 7.174 6.274 5.330 4.893 4.115 3.641 3.328 3.108 2.906 2.738 2.517 2.314 2.082 1.925 1.803 1.723 1.597 1.342 1.266 871 Rotated Component Matrixa Component REL3 ASS1 REL1 REL2 REL4 ASS2 EMP2 TAN11 TAN14 TAN12 TAN7 RES5 RES6 RES7 RES10 TAN8 TAN13 TAN5 RES8 EMP3 TAN3 TAN2 Total Variance Explained Extraction Sums of Squared Loadings Cumulative Total % of Cumulative % Variance % 28.292 6.224 28.292 28.292 39.051 2.367 10.759 39.051 46.225 1.578 7.174 46.225 52.499 1.380 6.274 52.499 57.829 1.173 5.330 57.829 62.722 1.076 4.893 62.722 66.837 70.479 73.807 76.914 79.821 82.559 85.076 87.390 89.472 91.397 93.200 94.923 96.520 97.863 99.129 100.000 Initial Eigenvalues Rotation Sums of Squared Loadings Total % of Cumulative Variance % 3.799 17.270 17.270 2.374 10.792 28.062 2.296 10.434 38.496 2.132 9.693 48.189 1.664 7.566 55.755 1.533 6.967 62.722 788 725 703 692 676 650 588 800 727 692 600 843 722 596 551 828 740 676 704 679 762 603 145 3.2.2 Test of EFA for the dependent variable KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .712 Approx Chi-Square Bartlett's Test of Sphericity 261.277 df Sig .000 Total Variance Explained Component Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.225 74.152 74.152 449 14.962 89.114 327 10.886 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component SAT1 869 SAT2 882 SAT3 832 Extraction Method: Principal Component Analysis a components extracted Total 2.225 % of Variance 74.152 Cumulative % 74.152 146 3.3 Multiple Regression Analysis (MRA) Variables Entered/Removeda Model Variables Variables Entered Removed Method F_EMP F_CRE F_UND Enter F_TAN F_RES F_ABIb a Dependent Variable: F_SAT b All requested variables entered Model Summaryb Model R R Square Adjusted R Std Error of the Durbin-Watson Square 732a 536 Estimate 524 41852 1.823 a Predictors: (Constant) F_EMP F_CRE F_UND F_TAN F_RES F_ABI b Dependent Variable: F_SAT ANOVAa Model Sum of Squares df Mean Square F Regression 46.323 7.721 Residual 40.112 229 175 Total 86.435 235 Sig 44.077 000b a Dependent Variable: F_SAT b Predictors: (Constant) F_EMP F_CRE F_UND F_TAN F_RES F_ABI Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B Std t Sig .013 261 F_ABI 648 066 F_TAN 262 F_RES Collinearity Statistics Interval for B Beta Error (Constant) 90.0% Confidence Lower Upper Bound Bound Tolerance VIF 049 961 -.418 443 562 9.761 000 538 758 612 1.634 060 235 4.398 000 163 360 709 1.410 089 051 089 1.735 084 004 173 771 1.297 F_UND 058 053 056 1.093 276 -.030 146 774 1.291 F_CRE -.005 047 -.005 -.098 922 -.083 073 773 1.293 F_EMP -.048 055 -.047 -.885 377 -.138 042 721 1.387 a Dependent Variable: F_SAT 147 APPENDIX STATISTICAL TABLES “DURBIN – WATSON” Critical values for Durbin – Watson test : 1% Significance level T n=100 to 200, K=2 to 21 n=200,210,220, ,500, K=2 to 21 n=500,550,600, ,2000, K=2 to 21 K includes intercept K includes intercept K includes intercept K dL dU T K dL dU T K dL dU 100 1.52249 1.56213 200 1.66370 1.68362 500 1.78860 1.79658 100 1.50257 1.58265 200 1.65370 1.69372 500 1.78460 1.80060 100 1.48241 1.60370 200 1.64364 1.70396 500 1.78058 1.80463 100 1.46203 1.62527 200 1.63349 1.71431 500 1.77656 1.80868 100 1.44142 1.64735 200 1.62328 1.72478 500 1.77251 1.81276 100 1.42061 1.66994 200 1.61299 1.73538 500 1.76845 1.81684 100 1.39959 1.69302 200 1.60264 1.74608 500 1.76438 1.82094 100 1.37837 1.71660 200 1.59222 1.75691 500 1.76031 1.82507 100 10 1.35697 1.74066 200 10 1.58173 1.76786 500 10 1.75621 1.82921 100 11 1.33542 1.76519 200 11 1.57118 1.77893 500 11 1.75210 1.83337 100 12 1.31369 1.79019 200 12 1.56057 1.79011 500 12 1.74798 1.83754 100 13 1.29182 1.81563 200 13 1.54989 1.80141 500 13 1.74384 1.84174 100 14 1.26980 1.84153 200 14 1.53915 1.81282 500 14 1.73970 1.84595 100 15 1.24766 1.86785 200 15 1.52835 1.82434 500 15 1.73554 1.85019 100 16 1.22540 1.89460 200 16 1.51751 1.83598 500 16 1.73137 1.85443 100 17 1.20304 1.92176 200 17 1.50659 1.84772 500 17 1.72718 1.85870 100 18 1.18057 1.94932 200 18 1.49562 1.85957 500 18 1.72299 1.86298 100 19 1.15803 1.97725 200 19 1.48460 1.87153 500 19 1.71879 1.86729 100 20 1.13542 2.00557 200 20 1.47352 1.88360 500 20 1.71456 1.87160 100 21 1.11274 2.03425 200 21 1.46240 1.89577 500 21 1.71033 1.87594 101 1.52487 1.56413 210 1.67192 1.69089 550 1.79856 1.80582 101 1.50516 1.58445 210 1.66239 1.70050 550 1.79492 1.80946 101 1.48520 1.60527 210 1.65281 1.71024 550 1.79126 1.81312 101 1.46501 1.62661 210 1.64315 1.72007 550 1.78761 1.81680 101 1.44461 1.64845 210 1.63343 1.73003 550 1.78394 1.82049 101 1.42400 1.67078 210 1.62364 1.74009 550 1.78025 1.82420 101 1.40319 1.69361 210 1.61379 1.75026 550 1.77656 1.82793 101 1.38220 1.71691 210 1.60388 1.76053 550 1.77285 1.83167 101 10 1.36102 1.74068 210 10 1.59391 1.77091 550 10 1.76914 1.83542 101 11 1.33967 1.76492 210 11 1.58387 1.78140 550 11 1.76540 1.83919 101 12 1.31817 1.78962 210 12 1.57379 1.79199 550 12 1.76167 1.84297 101 13 1.29651 1.81476 210 13 1.56364 1.80268 550 13 1.75792 1.84676 101 14 1.27472 1.84034 210 14 1.55343 1.81348 550 14 1.75416 1.85058 101 15 1.25280 1.86634 210 15 1.54317 1.82438 550 15 1.75040 1.85441 101 16 1.23076 1.89275 210 16 1.53287 1.83538 550 16 1.74662 1.85824 148 T n=100 to 200, K=2 to 21 n=200,210,220, ,500, K=2 to 21 n=500,550,600, ,2000, K=2 to 21 K includes intercept K includes intercept K includes intercept K dL dU T K dL dU T K dL dU 101 17 1.20862 1.91957 210 17 1.52249 1.84648 550 17 1.74283 1.86210 101 18 1.18638 1.94678 210 18 1.51208 1.85769 550 18 1.73903 1.86597 101 19 1.16405 1.97437 210 19 1.50160 1.86898 550 19 1.73522 1.86985 101 20 1.14166 2.00232 210 20 1.49108 1.88038 550 20 1.73139 1.87376 101 21 1.11920 2.03064 210 21 1.48052 1.89187 550 21 1.72756 1.87766 102 1.52723 1.56611 220 1.67957 1.69767 600 1.80723 1.81390 102 1.50770 1.58621 220 1.67048 1.70685 600 1.80390 1.81723 102 1.48794 1.60682 220 1.66132 1.71613 600 1.80056 1.82059 102 1.46796 1.62793 220 1.65210 1.72550 600 1.79720 1.82396 102 1.44776 1.64953 220 1.64283 1.73498 600 1.79383 1.82734 102 1.42735 1.67162 220 1.63349 1.74456 600 1.79046 1.83073 102 1.40675 1.69418 220 1.62411 1.75423 600 1.78708 1.83414 102 1.38596 1.71722 220 1.61466 1.76401 600 1.78369 1.83755 102 10 1.36500 1.74072 220 10 1.60515 1.77387 600 10 1.78029 1.84098 102 11 1.34386 1.76468 220 11 1.59559 1.78383 600 11 1.77688 1.84443 102 12 1.32257 1.78909 220 12 1.58598 1.79389 600 12 1.77346 1.84788 102 13 1.30113 1.81393 220 13 1.57631 1.80405 600 13 1.77003 1.85134 102 14 1.27956 1.83919 220 14 1.56659 1.81430 600 14 1.76659 1.85483 102 15 1.25785 1.86487 220 15 1.55681 1.82464 600 15 1.76314 1.85832 102 16 1.23603 1.89097 220 16 1.54699 1.83507 600 16 1.75969 1.86183 102 17 1.21411 1.91745 220 17 1.53712 1.84560 600 17 1.75622 1.86534 102 18 1.19208 1.94432 220 18 1.52720 1.85622 600 18 1.75276 1.86887 102 19 1.16997 1.97156 220 19 1.51723 1.86692 600 19 1.74927 1.87241 102 20 1.14780 1.99917 220 20 1.50722 1.87772 600 20 1.74578 1.87596 102 21 1.12556 2.02712 220 21 1.49716 1.88860 600 21 1.74228 1.87953 103 1.52955 1.56805 230 1.68670 1.70402 650 1.81488 1.82103 103 1.51020 1.58795 230 1.67801 1.71280 650 1.81180 1.82411 103 1.49064 1.60835 230 1.66925 1.72166 650 1.80872 1.82721 103 1.47085 1.62924 230 1.66044 1.73062 650 1.80562 1.83032 103 1.45085 1.65061 230 1.65157 1.73967 650 1.80252 1.83343 103 1.43064 1.67246 230 1.64265 1.74880 650 1.79941 1.83656 ... impacts) to the satisfaction of investors in industrial zones in Thai Nguyen province include: (1) Compliance of commitments with investor of the Industrial Zone Management Authority; (2) The... service quality, Gronroos (1984) has developed the service quality model based on three key aspects: (1) Differentiating between functional quality and technical quality Functional quality means an... that factors in customers’ assessment of service quality could be expressed through 10 points: (1) Tangibles, (2) reliability, (3) the responsiveness, (4) approach, (5) credibility, (6) the safety,