(Luận văn thạc sĩ) đo lường sự hài lòng khách hàng với chất lượng dịch vụ chiết khấu bộ chứng từ xuất khẩu tại ngân hàng TMCP đầu tư và phát triển việt nam khu vực động lực phía nam

1.300 8.127 53.392 2.290 14.311 47.685 1.150 7.188 60.581 1.150 7.188 60.581 2.063 12.896 60.581 925 5.779 66.360 831 5.196 71.556 737 4.604 76.160 709 4.434 80.593 622 3.886 84.479 519 3.242 87.721 433 2.707 90.428 381 2.380 92.808 368 2.298 95.106 282 1.762 96.868 275 1.719 98.588 226 1.412 100 Extraction Method: Principal Component Analysis Rotated Component Matrix Component Nhan vien lich su, nha nhan 811 Nhan vien co kien thuc vung vang 717 Cam thay tin tuong 703 Thong bao nao dich vu duoc thuc hien 591 Can trong thuc hien yeu cau Tin tuong 812 Cung cap dich vu tot bat dau 769 Cung cap dich vu tot nhu cam ket 713 San sang tu van 550 Khong pham sai lam 819 Hoan dung thoi gian cam ket 688 Nang luc tai chinh manh 616 Luon co su chuan bi 510 Lai suat va phi canh tranh 744 Hieu mong muon khac h hang 682 Cac qui dinh linh hoat 641 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Chất lượng dịch vụ lần KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .822 Approx Chi-Square Bartlett's Test of Sphericity 661.212 df 105 Sig .000 Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Rotation Sums of Squared Loadings Component Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 5.368 35.790 35.790 5.368 35.790 35.790 2.595 17.298 17.298 1.580 10.535 46.325 1.580 10.535 46.325 2.592 17.277 34.575 1.280 8.533 54.858 1.280 8.533 54.858 2.280 15.198 49.773 1.150 7.666 62.523 1.150 7.666 62.523 1.913 12.751 62.523 898 5.986 68.509 829 5.524 74.033 724 4.828 78.861 626 4.171 83.032 519 3.459 86.492 10 464 3.091 89.583 11 384 2.558 92.141 12 376 2.506 94.647 13 297 1.982 96.629 14 276 1.838 98.467 15 230 1.533 100 Extraction Method: Principal Component Analysis Rotated Component Matrix Component Tin tuong 815 Cung cap dich vu tot bat dau 766 Cung cap dich vu tot nhu cam ket 717 San sang tu van 552 Nhan vien lich su, nha nhan 807 Nhan vien co kien thuc vung vang 735 Cam thay tin tuong 711 Thong bao nao dich vu duoc thuc hien 609 Khong pham sai lam 804 Hoan dung thoi gian cam ket 696 Nang luc tai chinh manh 637 Luon co su chuan bi 514 Lai suat va phi canh tranh 756 Hieu mong muon khac h hang 694 Cac qui dinh linh hoat 625 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Sự hài lòng KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .702 Approx Chi-Square 217.668 df Bartlett's Test of Sphericity Sig .000 Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Component % of Variance Cumulative % 367 82.110 12.224 82.110 94.334 170 5.666 100 Total 2.463 Total 2.463 Extraction Method: Principal Component Analysis Component Matrix Component Tiep tuc su dung 943 Hai long su dung 898 Gioi thieu dich vu 876 Extraction Method: Principal Component Analysis a components extracted % of Variance Cumulative % 82.110 82.110 Phân tích tương quan Correlations Dap ung Dap ung Pearson Correlation Dam bao Sig (2-tailed) N Dam bao 119 Dong cam Hai long 426** 417** 707** 000 000 000 000 119 119 119 119 Pearson Correlation 492** 477** 000 000 000 000 N 119 119 119 119 119 513** 492** 390** 582** Sig (2-tailed) 000 000 000 000 N 119 119 119 119 119 417** 477** 390** 523** Sig (2-tailed) 000 000 000 N 119 119 119 119 119 707** 664** 582** 523** 000 119 000 119 000 119 000 119 119 Pearson Correlation Pearson Correlation Pearson Correlation N 000 * Correlation is significant at the 0.01 level (2-tailed) Phân tích hồi qui Model Summaryb R 828a R Square Adjusted R Square Std Error of the Estimate 674 47996 685 DurbinWatson 2.238 a Predictors: (Constant), Dong Cam, Tin Cay, Dap Ung, Dam Bao b Dependent Variable: Hai long ANOVAa Model Sum of Squares Regressio n Residual 664** Sig (2-tailed) Sig (2-tailed) Model Hai long 513** 426** Tin cay Dong Cam Tin cay df Mean Square 57.204 14.301 26.261 114 230 Total 83.465 118 a Predictors: (Constant), Dong Cam, Tin Cay, Dap Ung, Dam Bao b Dependent Variable: Hai long F 62.081 Sig .000b Coefficientsa Unstandardized Coefficients B -1.101 Std Error 325 Dap Ung 523 077 Dam Bao 442 Tin Cay Dong Cam Model (Constant) Stand ardize d Coeffi cients Beta Collinearity Statistics Correlations Zeroorder 666 1.502 437 6.782 000 707 536 356 082 354 5.418 000 664 452 285 648 1.544 165 079 137 2.079 040 582 191 109 637 1.570 143 075 119 1.908 059 523 176 100 708 1.412 Biểu đồ phân tán phần dư Part VIF Sig .001 a Dependent Variable: Hai Long Partial Toleranc e t -3.385 Correlations Standardized Predicted Value Spearman's rho Standardized Predicted Value Standardized Residual Correlation Coefficient Sig (2-tailed) Standardized Residual 1.000 003 976 N 119 119 Correlation Coefficient Sig (2-tailed) 003 1.000 N 119 976 119 .. .Chất lượng dịch vụ lần KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .822 Approx... Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Sự hài lòng KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .702 Approx Chi-Square... Principal Component Analysis a components extracted % of Variance Cumulative % 82.110 82.110 Phân tích tư? ?ng quan Correlations Dap ung Dap ung Pearson Correlation Dam bao Sig (2-tailed) N Dam bao 119