TP.HCM - TP 2012 - Chuyên ngàn Ngân hàng 340201 TP i TP.HCM Tôi ii TP.HCM, ngày 01 tháng 10 iii DA : : : : : : : B : : 10 : 11 : hàng 12 : 13 : ng 3.14 : 15 : 16 : 17 : iv CÁC HÌNH Hình 1.1 : Hình 1.2 : theo mơ hình SERVPERF Hình 3.1 : Hình 3.2 : 3.1 : v BIDV : BIDV-CNSGD2 : EFA : TMCP : TNHH : TNHH MTV : TP.HCM : WTO : Chi nhánh Exploratory Factor Analysis vi i ii iii iv v vi 1.2 1.3 12 1.3.1 Khá 12 13 14 1.4.1 Mơ hình SERVQUAL (Parasuraman & ctg, 1988) 14 1.4.2 Mơ hình SERVPERF (Cronin & Taylor, 1992) 17 vii 1.4.3 Mơ hình FSQ TSQ (Gronroos, 1983) 17 19 19 21 23 2: 2.1 BIDV-CNSGD2 25 2.1.1 25 2.1.2 -CNSGD2 26 ng -CNSGD2 27 -CNSGD2 27 30 : 31 3.1.1 32 3.1.2 35 u 38 38 CLDV 43 45 EFA 46 3.2.5 EFA 48 viii 49 -CNSGD2 53 56 : 4.1 Ki 57 4.1.1 -CNSGD2 57 4.1.2 61 62 64 65 Tài l xi xiii xviii xx xxviii xxii Maximum / Mean Item Means Minimum Maximum Range Minimum Variance 2.733 2.520 3.000 480 1.191 041 578 Item Variances 450 673 223 1.496 010 Item-Total Statistics Cronbach's Scale Mean if Scale Variance if Corrected Item- Squared Multiple Item Deleted Item Deleted Total Correlation Correlation Alpha if Item Deleted RES1 8.18 2.860 704 575 625 RES2 7.93 3.233 510 420 741 RES3 8.27 3.152 655 510 660 RES4 8.41 3.888 405 296 782 Scale Statistics Mean Variance 10.93 P Std Deviation 5.411 N of Items 2.326 3.3 Case Processing Summary N Cases N of Items Valid % 102 100.0 0 102 100.0 a Excluded Total a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items 791 N of Items 771 xxiii Item Statistics Mean Std Deviation N ASU1 3.03 737 102 ASU2 3.55 940 102 ASU3 3.69 901 102 ASU4 3.39 834 102 ASU5 3.45 940 102 Summary Item Statistics Maximum / Mean Item Means Minimum Maximum Range Minimum Variance 3.422 3.029 3.686 657 1.217 060 764 Item Variances 544 884 340 1.625 021 Item-Total Statistics Cronbach's Scale Mean if Scale Variance if Corrected Item- Squared Multiple Item Deleted Item Deleted Total Correlation Correlation Alpha if Item Deleted ASU1 14.08 9.776 016 034 887 ASU2 13.56 5.774 827 862 656 ASU3 13.42 6.009 809 829 666 ASU4 13.72 6.958 622 521 735 ASU5 13.66 6.485 632 441 730 Scale Statistics Mean 17.11 N of Items Variance 10.394 Std Deviation 3.224 N of Items xxiv 3.4 Case Processing Summary N Cases Valid % 102 Total 102 a Excluded 100.0 100.0 a Listwise deletion based on all variables in the procedure Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected Item- Squared Multiple Item Deleted Total Correlation Correlation Alpha if Item Deleted TAN1 5.67 1.155 721 607 561 TAN2 6.03 1.554 474 233 844 TAN3 5.74 1.563 676 570 648 Scale Statistics Mean Variance 8.72 Std Deviation 2.879 N of Items 1.697 3.5 Case Processing Summary N Cases Valid 102 a Excluded Total % 100.0 0 102 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics xxv Cronbach's Alpha Based on Cronbach's Standardized Alpha Items N of Items 718 720 Item Statistics Mean Std Deviation N EMP1 3.09 810 102 EMP2 2.89 843 102 EMP3 2.73 798 102 EMP4 2.75 776 102 EMP5 2.67 736 102 Summary Item Statistics Maximum / Mean Item Means Minimum Maximum Range Minimum Variance 2.825 2.667 3.088 422 1.158 028 629 Item Variances 541 711 170 1.314 004 Item-Total Statistics Cronbach's Scale Mean if Scale Variance if Corrected Item- Squared Multiple Item Deleted Item Deleted Total Correlation Correlation Alpha if Item Deleted EMP1 11.04 6.256 121 065 802 EMP2 11.24 4.657 558 405 636 EMP3 11.40 4.500 668 613 590 EMP4 11.37 4.612 655 547 598 EMP5 11.46 5.320 453 290 680 Scale Statistics Mean 14.13 N of Items Variance 7.399 Std Deviation 2.720 N of Items xxvi 3.6 Case Processing Summary N Cases Valid % 102 100.0 0 102 100.0 a Excluded Total a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items 747 N of Items 747 Item Statistics Mean Std Deviation N PRI1 3.57 802 102 PRI2 3.46 792 102 Summary Item Statistics Maximum / Mean Item Means Minimum Maximum Range Minimum Variance N of Items 3.515 3.461 3.569 108 1.031 006 635 627 644 017 1.026 000 Item Variances Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected Item- Squared Multiple Item Deleted Total Correlation Correlation Alpha if Item Deleted PRI1 3.46 627 596 356 a PRI2 3.57 644 596 356 a xxvii Summary Item Statistics Maximum / Mean Item Means Minimum 3.515 3.461 Maximum 3.569 Range 108 Minimum 1.031 a The value is negative due to a negative average covariance among items This violates reliability model assumptions You may want to check item codings Scale Statistics Mean 7.03 Variance 2.029 Std Deviation 1.424 N of Items Variance 006 N of Items xxviii KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 650 1.169E3 Df 190 Sig .000 Communalities Initial Extraction REL 1.000 913 REL2 1.000 748 REL3 1.000 547 REL5 1.000 868 RES1 1.000 769 RES2 1.000 593 RES3 1.000 740 RES4 1.000 414 ASU2 1.000 906 ASU3 1.000 865 ASU4 1.000 716 ASU5 1.000 608 TAN1 1.000 869 TAN3 1.000 862 EMP2 1.000 562 EMP3 1.000 804 EMP4 1.000 724 EMP5 1.000 490 PRI1 1.000 818 PRI2 1.000 799 xxix KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 650 Approx Chi-Square 1.169E3 Df 190 Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Initial Eigenvalues % of Component Total Cumulative Variance % % of Total Cumulative Variance % % of Total Cumulative Variance % 3.636 18.182 18.182 3.636 18.182 18.182 3.056 15.279 15.279 3.078 15.392 33.574 3.078 15.392 33.574 3.009 15.043 30.322 2.562 12.812 46.386 2.562 12.812 46.386 2.642 13.208 43.531 2.416 12.082 58.468 2.416 12.082 58.468 2.460 12.302 55.833 1.742 8.711 67.179 1.742 8.711 67.179 1.849 9.245 65.078 1.178 5.892 73.071 1.178 5.892 73.071 1.599 7.993 73.071 956 4.780 77.851 794 3.968 81.820 651 3.254 85.073 10 485 2.424 87.497 11 437 2.183 89.681 12 384 1.919 91.599 13 354 1.771 93.371 14 339 1.694 95.065 15 274 1.371 96.436 16 244 1.221 97.657 17 189 944 98.601 18 175 875 99.476 19 069 347 99.824 20 035 176 100.000 Extraction Method: Principal Component Analysis xxx Component Matrix a Component REL 571 REL5 781 REL3 876 REL2 855 RES1 740 RES2 567 RES3 743 RES4 541 ASU2 829 ASU3 819 ASU4 579 ASU5 723 TAN1 758 TAN3 723 EMP2 -.635 EMP3 -.690 EMP4 504 -.637 EMP5 PRI1 -.643 PRI2 -.630 Extraction Method: Principal Component Analysis a components extracted Rotated Component Matrix a Component REL 953 REL2 846 REL3 648 xxxi REL5 930 RES1 851 RES2 711 RES3 837 RES4 610 ASU2 933 ASU3 915 ASU4 821 ASU5 742 TAN1 922 TAN3 911 EMP2 743 EMP3 888 EMP4 836 EMP5 662 PRI1 875 PRI2 853 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Component Transformation Matrix Component 786 214 467 194 093 269 -.169 902 135 -.275 -.137 -.212 -.345 149 153 842 -.332 129 212 332 -.813 223 230 286 -.388 090 277 068 838 242 199 003 -.058 351 328 -.852 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization xxxii 2: Phân tích thang khám phá EFA Descriptive Statistics Mean Std Deviation Analysis N SAS2 3.05 680 102 SAS3 2.96 688 102 SAS1 3.17 615 102 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 695 183.182 Df Sig .000 Communalities Initial Extraction SAS2 1.000 889 SAS3 1.000 808 SAS1 1.000 752 Extraction Method: Principal Component Analysis Total Variance Explained Initial Eigenvalues Compo nent Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.449 81.629 81.629 383 12.767 94.396 168 5.604 100.000 Extraction Method: Principal Component Analysis Component Matrix a Total 2.449 % of Variance 81.629 Cumulative % 81.629 xxxiii Component SAS2 943 SAS3 899 SAS1 867 Extraction Method: Principal Component Analysis a components extracted xxxiv Ph 1: Correlations REL RES ASU TAN EMP PRI SAS REL Pearson Correlation -.044 042 -.052 055 -.025 306** RES Pearson Correlation -.044 025 -.064 029 249* 325** ASU Pearson Correlation 042 025 142 181 255** 405** TAN Pearson Correlation -.052 -.064 142 -.029 156 142 EMP Pearson Correlation 055 029 181 -.029 019 340** PRI Pearson Correlation -.025 249* 255** 156 019 348** SAS Pearson Correlation 306** 325** 405** 142 340** 348** ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) 5.2 -Watson Variables Entered/Removed b Variables Model Variables Entered PRI, EMP, REL, TAN, RES, ASU Removed Method Enter a a All requested variables entered b Dependent Variable: SAS b Model Summary Adjusted R Model R R Square 684 a 468 Std Error of the Square Estimate 434 a Predictors: (Constant), PRI, EMP, REL, TAN, RES, ASU b Dependent Variable: SAS Durbin-Watson 773 1.865 xxxv b ANOVA Model Sum of Squares df Mean Square F Regression 49.926 8.321 Residual 56.750 95 101 Total 13.929 000 a 597 106.676 Sig a Predictors: (Constant), PRI, EMP, REL, TAN, RES, ASU b Dependent Variable: SAS Coefficients a Unstandardized Coefficients Model Standardized Coefficients B (Constant) Std Error 2.474 113 028 RES 125 ASU Beta t 783 REL Collinearity Statistics Sig Tolerance VIF 3.161 002 303 4.033 000 990 1.010 034 283 3.636 000 924 1.082 089 026 272 3.422 001 889 1.125 TAN 095 063 115 1.500 001 949 1.054 EMP 109 031 265 3.473 001 961 1.041 PRI 139 058 193 2.381 019 856 1.168 a Dependent Variable: SAS Collinearity Diagnostics Variance Proportions Condition Model Dimension Eigenvalue Index a (Constant) REL RES ASU TAN EMP PRI 6.782 1.000 00 00 00 00 00 00 00 054 11.209 00 54 07 01 05 07 09 047 11.993 00 15 27 17 02 28 02 046 12.127 00 08 19 01 29 34 00 xxxvi 036 13.649 00 02 00 56 36 12 05 026 16.148 00 00 28 22 04 05 80 008 29.017 1.00 21 19 03 24 13 04 a Dependent Variable: SAS ... hàng Ngân hàng m thông Hình 1.2 hàng theo mơ hình SERVPERF 23 Croni 24 - vào m mơ hình có 25 : CHI 2.1 Chi 2.1.1 Public, Ngân hàng liên doanh Lào 2012 - - 26 - chín 2.1.2 nhánh BIDV- - Chi 27... lòng ngân hàng liên doanh, ngân hàng 50 (TP.HCM) khách hàng ch hàng h hình SERVQU hàng2 V (Technical Service Quality TSQ) nghi N Chi , khách hàng Cronin Taylor (1992) - -CNSGD2 BIDV-CNSGD2 -CNSGD2... + + 2.2 -CNSGD2 2.2.1 -CNSGD2 BIDV- 28 15702 15360 16000 14000 12000 10000 8000 6000 4000 2000 755 2010 340 2011 doanh - 2.2.2 -CNSGD2 29 h khách hàng D - - CNSGD - 30 - y 31 3.1 yt IDV-CNSGD2