Phụ lục 3.1: Đối với khách hàng cá nhân
Proximities
Case Processing Summary(a)
Cases
Valid Missing Total
N Percent N Percent N Percent
8 100.0% 0 .0% 8 100.0%
a Euclidean Distance used
Alscal
Iteration history for the 2 dimensional solution (in squared distances) Young's S-stress formula 1 is used.
Iteration S-stress Improvement
1 .05902
2 .05326 .00577 3 .05319 .00007
Iterations stopped because
S-stress improvement is less than .001000
Stress and squared correlation (RSQ) in distances
RSQ values are the proportion of variance of the scaled data (disparities)
in the partition (row, matrix, or entire data) which is accounted for by their corresponding distances.
Stress values are Kruskal's stress formula 1.
For matrix
Stress = .08380 RSQ = .96429
Configuration derived in 2 dimensions
Stimulus Coordinates Dimension
Stimulus Stimulus 1 2 Number Name
1 ATT1 .6465 -.6286 2 ATT2 -1.1893 .2474 3 ATT3 .2660 -.5056 4 ATT4 -.3807 .0708 5 ATT5 -1.8858 .2032 6 ATT6 2.1380 -.4717 7 ATT7 -.9289 -.3557 8 ATT8 1.3342 1.4402
Derived Stimulus Configuration Euclidean distance model
Dimension 1
3 2
1 0
-1 -2
Dimension 2
1.5
1.0
.5
0.0
-.5
-1.0
khuyen mai
co so vat chat
bien phap thu hut kh uy tin
nhan vien ngan hang
chi phi dich vu an toan
chat luong dich vu
Scatterplot of Linear Fit Euclidean distance model
Disparities
5 4
3 2
1 0
Distances
5
4
3
2
1
0
Proximities
Case Processing Summary(a)
Cases
Valid Missing Total
N Percent N Percent N Percent
8 100.0% 0 .0% 8 100.0%
a Euclidean Distance used
Alscal
Iteration history for the 2 dimensional solution (in squared distances) Young's S-stress formula 1 is used.
Iteration S-stress Improvement
1 .08781
2 .08002 .00779 3 .07945 .00056 Iterations stopped because
S-stress improvement is less than .001000
Stress and squared correlation (RSQ) in distances
RSQ values are the proportion of variance of the scaled data (disparities)
in the partition (row, matrix, or entire data) which is accounted for by their corresponding distances.
Stress values are Kruskal's stress formula 1.
For matrix
Stress = .06713 RSQ = .96057
Configuration derived in 2 dimensions
Stimulus Coordinates Dimension
Stimulus Stimulus 1 2 Number Name
1 VAR1 1.4945 .9679 2 VAR2 .0312 .9209 3 VAR3 -.9751 1.2515 4 VAR4 .3192 -.5553 5 VAR5 .5779 -1.3239 6 VAR6 -1.2039 .4087 7 VAR7 1.2338 -.4809 8 VAR8 -1.4775 -1.1889
Derived Stimulus Configuration Euclidean distance model
Dimension 1
2.0 1.5
1.0 .5
0.0 -.5
-1.0 -1.5
-2.0
Dimension 2
1.5
1.0
.5
0.0
-.5
-1.0 -1.5
case 8
case 7 case 6
case 5 case 4 case 3
case 2 case 1
Scatterplot of Linear Fit Euclidean distance model
Disparities
4.0 3.5
3.0 2.5
2.0 1.5
1.0 .5
Distances
4.0 3.5 3.0 2.5 2.0 1.5 1.0 .5
Phụ lục 3.2: Đối với khách hàng tổ chức
Proximities
Case Processing Summary(a)
Cases
Valid Missing Total
N Percent N Percent N Percent
8 100.0% 0 .0% 8 100.0%
a Euclidean Distance used
Alscal
Iteration history for the 2 dimensional solution (in squared distances) Young's S-stress formula 1 is used.
Iteration S-stress Improvement
1 .09301
2 .08884 .00416 3 .08872 .00013
Iterations stopped because
S-stress improvement is less than .001000
Stress and squared correlation (RSQ) in distances
RSQ values are the proportion of variance of the scaled data (disparities)
in the partition (row, matrix, or entire data) which is accounted for by their corresponding distances.
Stress values are Kruskal's stress formula 1.
For matrix
Stress = .10159 RSQ = .93731
Configuration derived in 2 dimensions Stimulus Coordinates
Dimension
Stimulus Stimulus 1 2 Number Name
1 ATT1 .4667 1.0286 2 ATT2 -1.4428 -.1814 3 ATT3 .4824 .7450 4 ATT4 -.2717 .1676 5 ATT5 -1.7935 .1004 6 ATT6 1.8219 .2822 7 ATT7 -.6897 -.6916 8 ATT8 1.4267 -1.4507
Derived Stimulus Configuration Euclidean distance model
Dimension 1
2 1
0 -1
-2
Dimension 2
1.5
1.0
.5
0.0
-.5
-1.0
-1.5 khuyen mai
co so vat chat
bien phap thu hut kh
uy tin nhan vien ngan hang
chi phi dich vu
an toan
chat luong dich vu
Scatterplot of Linear Fit Euclidean distance model
Disparities
4.0 3.5
3.0 2.5
2.0 1.5
1.0 .5
0.0
Distances
4.0 3.5 3.0 2.5 2.0 1.5 1.0 .5 0.0
Proximities
Case Processing Summary(a)
Cases
Valid Missing Total
N Percent N Percent N Percent
8 100.0% 0 .0% 8 100.0%
a Euclidean Distance used
Alscal
Iteration history for the 2 dimensional solution (in squared distances) Young's S-stress formula 1 is used.
Iteration S-stress Improvement
1 .17575
2 .15705 .01870 3 .15612 .00093
Iterations stopped because
S-stress improvement is less than .001000
Stress and squared correlation (RSQ) in distances
RSQ values are the proportion of variance of the scaled data (disparities)
in the partition (row, matrix, or entire data) which is accounted for by their corresponding distances.
Stress values are Kruskal's stress formula 1.
For matrix
Stress = .13204 RSQ = .88117 _
Configuration derived in 2 dimensions
Stimulus Coordinates Dimension
Stimulus Stimulus 1 2 Number Name
1 VAR1 .3385 -1.0964 2 VAR2 1.0581 -.1629 3 VAR3 -1.8159 -.7880 4 VAR4 -.1961 .1935 5 VAR5 2.0384 .0229 6 VAR6 .7190 .4684 7 VAR7 -1.5917 .0154 8 VAR8 -.5503 1.3470
Derived Stimulus Configuration Euclidean distance model
Dimension 1
3 2
1 0
-1 -2
Dimension 2
1.5
1.0
.5
0.0
-.5
-1.0 -1.5
case 8
case 7
case 6
case 5 case 4
case 3
case 2
case 1
Scatterplot of Linear Fit Euclidean distance model
Disparities
4.0 3.5
3.0 2.5
2.0 1.5
1.0 .5
Distances
4.0 3.5 3.0 2.5 2.0 1.5 1.0 .5
Phụ lục 3.3: Đối với cả 2 nhóm đối tượng khách hàng Proximities
Case Processing Summary(a)
Cases
Valid Missing Total
N Percent N Percent N Percent
8 100.0% 0 .0% 8 100.0%
a Euclidean Distance used
Alscal
Iteration history for the 2 dimensional solution (in squared distances) Young's S-stress formula 1 is used.
Iteration S-stress Improvement
1 .07106
2 .06450 .00655 3 .06438 .00013
Iterations stopped because
S-stress improvement is less than .001000
Stress and squared correlation (RSQ) in distances
RSQ values are the proportion of variance of the scaled data (disparities)
in the partition (row, matrix, or entire data) which is accounted for by their corresponding distances.
Stress values are Kruskal's stress formula 1.
For matrix
Stress = .08479 RSQ = .96204 _
Configuration derived in 2 dimensions
Stimulus Coordinates Dimension
Stimulus Stimulus 1 2 Number Name
1 ATT1 1.5638 1.2850 2 ATT2 -1.9657 .2445
3 ATT3 .7445 -.7756 4 ATT4 1.8977 -.2994 5 ATT5 .2541 -.7214 6 ATT6 -.3983 .1079 7 ATT7 -1.2364 .2997 8 ATT8 -.8597 -.1408
Derived Stimulus Configuration Euclidean distance model
Dimension 1
2 1
0 -1
-2 -3
Dimension 2
1.5
1.0
.5
0.0
-.5
-1.0
att8 att7
att6
att5
att4
att3 att2
att1
Scatterplot of Linear Fit Euclidean distance model
Disparities
4 3
2 1
0
Distances
4.0 3.5 3.0 2.5 2.0 1.5 1.0 .5 0.0
Proximities
Case Processing Summary(a)
Cases
Valid Missing Total
N Percent N Percent N Percent
8 100.0% 0 .0% 8 100.0%
a Euclidean Distance used
Alscal
_
Iteration history for the 2 dimensional solution (in squared distances) Young's S-stress formula 1 is used.
Iteration S-stress Improvement
1 .09648
2 .08704 .00944 3 .08654 .00050 Iterations stopped because
S-stress improvement is less than .001000
Stress and squared correlation (RSQ) in distances
RSQ values are the proportion of variance of the scaled data (disparities)
in the partition (row, matrix, or entire data) which is accounted for by their corresponding distances.
Stress values are Kruskal's stress formula 1.
For matrix
Stress = .07915 RSQ = .94933 _
Configuration derived in 2 dimensions
Stimulus Coordinates Dimension
Stimulus Stimulus 1 2 Number Name
1 VAR1 -.6160 -1.3116 2 VAR2 .7650 -.6200 3 VAR3 1.5640 -.7242 4 VAR4 -.4814 .3254 5 VAR5 -1.5896 .7598 6 VAR6 .7842 .2508 7 VAR7 -1.3784 -.3800 8 VAR8 .9523 1.6998
Derived Stimulus Configuration Euclidean distance model
Dimension 1
2.0 1.5
1.0 .5
0.0 -.5
-1.0 -1.5
-2.0
Dimension 2
2.0 1.5 1.0 .5 0.0 -.5 -1.0 -1.5
case 8
case 7
case 6 case 5
case 4
case 3 case 2
case 1
Scatterplot of Linear Fit Euclidean distance model
Disparities
4.0 3.5
3.0 2.5
2.0 1.5
1.0 .5
Distances
4.0 3.5 3.0 2.5 2.0 1.5 1.0 .5
Phụ lục 4:
PHÂN TÍCH ĐỘ TIN CẬY
Phụ lục 4.1 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. CLDAURA1 4.3616 .6919 365.0 2. CLDAURA2 4.2438 .7287 365.0 3. CLDAURA3 4.4548 .6763 365.0
N of Statistics for Mean Variance Std Dev Variables
SCALE 13.0603 3.0513 1.7468 3
Item-total Statistics Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
CLDAURA1 8.6986 1.5573 .5879 .7305
CLDAURA2 8.8164 1.3536 .6880 .6167
CLDAURA3 8.6055 1.6077 .5750 .7438
Reliability Coefficients
N of Cases = 365.0 N of Items = 3
Alpha = .7787
Phụ lục 4.2 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. CLQUTR13 4.1707 .6920 369.0 2. CLQUTR14 4.2602 .7537 369.0
N of Statistics for Mean Variance Std Dev Variables SCALE 8.4309 1.7731 1.3316 2
Item-total Statistics
Scale Scale Corrected
Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
CLQUTR13 4.2602 .5680 .6961 . CLQUTR14 4.1707 .4789 .6961 .
Reliability Coefficients
N of Cases = 369.0 N of Items = 2 Alpha = .8191
Phụ lục 4.3 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. CPDV18 4.1989 .7653 372.0 2. CPDV21 4.2231 .7568 372.0 3. CPDV22 4.1263 .8389 372.0
N of Statistics for Mean Variance Std Dev Variables
SCALE 12.5484 3.8548 1.9634 3
Item-total Statistics Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
CPDV18 8.3495 2.0447 .5595 .7515
CPDV21 8.3253 1.9182 .6506 .6557
CPDV22 8.4220 1.7540 .6288 .6792
Reliability Coefficients
N of Cases = 372.0 N of Items = 3
Alpha = .7754
Phụ lục 4.4 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. CLQUTR8 4.0291 .7856 378.0 2. CLQUTR9 4.2804 .7325 378.0
N of Statistics for Mean Variance Std Dev Variables SCALE 8.3095 1.9596 1.3999 2
Item-total Statistics
Scale Scale Corrected
Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
CLQUTR8 4.2804 .5365 .7002 . CLQUTR9 4.0291 .6172 .7002 .
Reliability Coefficients
N of Cases = 378.0 N of Items = 2 Alpha = .8225
Phụ lục 4.5 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. UYTIN15 3.8595 .9409 370.0 2. UYTIN16 3.9703 .8967 370.0 3. UYTIN17 4.0432 .8855 370.0
N of Statistics for Mean Variance Std Dev Variables
SCALE 11.8730 6.0245 2.4545 3
Item-total Statistics Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
UYTIN15 8.0135 2.7830 .7505 .8588
UYTIN16 7.9027 2.7331 .8390 .7784
UYTIN17 7.8297 2.9818 .7386 .8669
Reliability Coefficients
N of Cases = 370.0 N of Items = 3
Alpha = .8842
Phụ lục 4.6 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. CHDOI24 3.6480 .7936 375.0 2. CHDOI26 3.9147 .8294 375.0 3. CHDOI27 3.6507 .8131 375.0 4. CHDOI28 3.8293 .8029 375.0
N of Statistics for Mean Variance Std Dev Variables
SCALE 15.0427 5.9714 2.4437 4
Item-total Statistics Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
CHDOI24 11.3947 4.0684 .3977 .7650
CHDOI26 11.1280 3.7536 .4761 .7266
CHDOI27 11.3920 3.3887 .6420 .6314
CHDOI28 11.2133 3.3554 .6702 .6154
Reliability Coefficients
N of Cases = 375.0 N of Items = 4
Alpha = .7476
Phụ lục 4.7 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. CLQUTR10 3.8684 .8177 380.0 2. CLQUTR11 3.6658 .7967 380.0
N of Statistics for Mean Variance Std Dev Variables SCALE 7.5342 2.1439 1.4642 2
Item-total Statistics
Scale Scale Corrected
Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
CLQUTR10 3.6658 .6347 .6451 . CLQUTR11 3.8684 .6687 .6451 .
Reliability Coefficients
N of Cases = 380.0 N of Items = 2 Alpha = .7841
Phụ lục 4.8 Reliability
R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases
1. KHMAI29 3.5737 .8970 380.0 2. KHMAI30 3.5711 .8612 380.0 3. KHMAI31 3.6947 .9340 380.0 4. KHMAI32 3.8500 .8992 380.0
N of Statistics for Mean Variance Std Dev Variables
SCALE 14.6895 9.7714 3.1259 4
Item-total Statistics Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted
KHMAI29 11.1158 5.6858 .7670 .8609
KHMAI30 11.1184 5.6350 .8303 .8384
KHMAI31 10.9947 5.4881 .7795 .8564
KHMAI32 10.8395 5.9610 .6837 .8914
Reliability Coefficients
N of Cases = 380.0 N of Items = 4
Alpha = .8930
Phụ lục 5: Các biểu đồ
0 10 20 30 40 50 60 70 80 90 100
VBA BIDV VCB DONGA ACB VIETIN STB KHAC
Tỷ lệ % Tần Suất
Biểu đồ 1: Thông tin ngân hàng mà khách hàng đang giao dịch
3.20 3.40 3.60 3.80 4.00 4.20 4.40
Chất lượng dịch vụ
An toàn Chi phí dịch vụ
Nhân viên ngân hàng
Uy tín Rào cản chuyển
đổi
Cơ sở vật chất
Khuyến mãi
Biểu đồ 2: Mức độ quan trọng của 8 thuộc tính ảnh hưởng đến quyết định lựa chọn sử dụng dịch vụ ngân hàng của khách hàng
Nam Nữ
Biểu đồ 3: Giới tính
18 - 35 36 - 55 Trên 55
Biểu đồ 4: Độ tuổi
Phổ thông trung học Đại Học/ Cao Đẳng Sau Đại Học
Biểu đồ 5: Trình độ học vấn
0 20 40 60 80 100 120 140 160 180 200
< 2 triệu đồng 2 - < 5 triệu đồng 5 - 10 triệu đồng > 10 triệu đồng
Số lượng Tỷ lệ %
Biểu đồ 6: Thu nhập bình quân/ tháng
0 50 100 150 200 250
Thường xuyên Khoảng 1 tháng/ lần Khoảng 3 tháng/ lần
Số lượng Tỷ lệ %
Biểu đồ 7: Mức độ giao dịch
Nhà quản lí CB CNV Công nhân Sinh viên Khác
Biểu đồ 8: Nghề nghiệp