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2.1450 Thang đo đ p ứng Reliability Statistics Cronbach's N of Alpha Items 896 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Deleted Item Correlation Item Deleted Deleted DU1 9.2150 10.190 730 881 DU2 9.1100 9.606 819 848 DU3 8.9300 9.975 745 875 DU4 9.1800 10.058 786 860 Thang đo tin Reliability Statistics Cronbach's N of Alpha Items 847 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Deleted Item Correlation Item Deleted Deleted TC1 12.0800 3.692 724 789 TC2 12.2650 3.231 757 776 TC3 12.4350 4.307 612 837 TC4 12.4200 3.883 668 814 Thang đo n ng ự phụ vụ Reliability Statistics Cronbach's N of Alpha Items 894 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Deleted Item Correlation Item Deleted Deleted NL1 12.2650 6.708 828 840 NL2 12.3400 6.617 739 875 NL3 12.2500 6.992 707 885 NL4 12.1650 6.993 797 853 Thang đo phư ng ti n hữu h nh Reliability Statistics Cronbach's N of Alpha Items 852 Item-Total Statistics Scale Mean if Scale Variance Corrected ItemCronbach's Alpha if Item Deleted if Item Deleted Total Correlation Item Deleted HH1 13.0200 8.864 701 812 HH2 13.0700 9.151 642 827 HH3 12.9450 8.344 678 818 HH4 13.0250 8.457 686 815 HH5 12.8800 9.111 614 834 Thang đo đồng ả Reliability Statistics Cronbach's N of Alpha Items 670 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Deleted Item Correlation Item Deleted Deleted DC1 15.5750 12.095 323 670 DC2 14.0750 11.125 541 565 DC3 13.8950 12.858 407 628 DC4 14.4150 10.676 497 583 DC5 13.9200 12.808 375 640 Thang đo hài lòng Reliability Statistics Cronbach's N of Alpha Items 617 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Deleted Item Correlation Item Deleted Deleted HL1 7.9300 970 461 498 HL2 7.6750 844 387 576 HL3 7.8350 711 458 477 PHỤ LỤC PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA PHÂN TÍCH NHÂN TỐ EFA CHO CÁC NHÂN TỐ ĐỘC LẬP KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 725 Adequacy 2155.27 Approx Chi-Square Bartlett's Test of Sphericity Df 231 Sig .000 Total Variance Explained Compo Initial Eigenvalues Extraction Sums of Rotation Sums of Squared nent Squared Loadings Loadings Total % of Cumulat Total % of Cumulat Total % of Cumulat Variance ive % Variance ive % Variance ive % 3.693 16.787 16.787 3.693 16.787 16.787 3.218 14.628 14.628 3.160 14.362 31.149 3.160 14.362 31.149 3.138 14.266 28.894 3.114 14.156 45.305 3.114 14.156 45.305 3.093 14.058 42.951 2.467 11.212 56.517 2.467 11.212 56.517 2.781 12.639 55.590 2.036 9.255 65.772 2.036 9.255 65.772 2.240 10.182 65.772 949 4.311 70.083 878 3.990 74.074 762 3.463 77.537 634 2.881 80.418 10 569 2.587 83.005 11 539 2.451 85.457 12 448 2.036 87.493 13 437 1.987 89.480 14 393 1.785 91.265 15 365 1.658 92.923 16 326 1.481 94.404 17 266 1.207 95.611 18 253 1.152 96.763 19 222 1.008 97.771 20 206 935 98.706 21 166 755 99.461 22 118 539 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component 815 807 800 773 747 914 882 856 807 904 888 855 839 866 843 824 762 HH1 HH4 HH3 HH2 HH5 NL1 NL4 NL2 NL3 DU2 DU4 DU3 DU1 TC2 TC1 TC4 TC3 DC2 762 DC4 732 DC3 640 DC5 616 DC1 514 a Rotation converged in iterations PHÂN TÍCH NHÂN TỐ EFA CHO NHÂN TỐ PHỤ THUỘC KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 638 Adequacy Approx Chi-Square 71.584 Bartlett's Test of Df Sphericity Sig .000 Total Variance Explained Compone Initial Eigenvalues Extraction Sums of Squared nt Loadings Total % of Cumulative Total % of Cumulative Variance % Variance % 1.723 57.420 57.420 1.723 57.420 57.420 703 23.440 80.860 574 19.140 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component HL3 784 HL1 778 HL2 708 PHỤ LỤC PHÂN TÍCH HỒI QUY TUYẾN TÍNH BỘI Model Summaryb Mode R R Adjusted R Std Error of l Square Square the Estimate a 870 749 735 31602 a Predictors: (Constant), DC, DU, TC, HH, NL b Dependent Variable: HL Model Sum of Squares ANOVAa df Mean Square Regressio 15.772 3.154 n Residual 19.375 194 100 Total 35.147 199 a Dependent Variable: HL b Predictors: (Constant), DC, DU, TC, HH, NL Model (Constant) Coefficientsa Unstandardized Standardize Coefficients d Coefficients B Std Error Beta 880 250 DU 097 269 TC HH 162 NL 208 DC 070 a Dependent Variable: HL 022 036 031 027 027 240 405 280 424 137 DurbinWatson 1.704 F 31.586 t Sig .000b Sig Collinearity Statistics Toleranc e 3.525 001 4.478 7.487 5.199 7.824 2.531 000 000 000 000 012 992 970 977 968 965 VIF 1.009 1.031 1.023 1.033 1.036 ... LẬP KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 725 Adequacy 2155.27 Approx Chi- Square Bartlett's Test of Sphericity Df 231 Sig .000 Total Variance Explained Compo Initial... TỐ PHỤ THUỘC KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 638 Adequacy Approx Chi- Square 71.584 Bartlett's Test of Df Sphericity Sig .000 Total Variance Explained Compone Initial... Component Analysis Component Matrixa Component HL3 784 HL1 778 HL2 708 PHỤ LỤC PHÂN TÍCH HỒI QUY TUYẾN TÍNH BỘI Model Summaryb Mode R R Adjusted R Std Error of l Square Square the Estimate a 870 749