CREDIT SERVICES QUALITY OF VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - VIETINBANK _ A DISSERTATION Presented to the Faculty of the Graduate School Southern Luzon State University, Lucban, Quezon, Philippines in Collaboration with Thai Nguyen University, Socialist Republic of Vietnam _ In Partial Fulfillment of the Requirements for the Degree Doctor of Business Administration _ By DONG TRUNG CHINH (ERICH) December 2013 i APPROVAL SHEET The Dissertation of DONG TRUNG CHINH entitled CREDIT SERVICES QUALITY OF VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - VIETINBANK Submitted in Partial Fulfilment of the Requirements for the Degree DOCTOR OF BUSINESS ADMINISTRATION A program offered by Southern Luzon State University, Republic of the Philippines in collaboration with Thai Nguyen University, Socialist Republic of Vietnam has been approved by Oral Examination Committee MELCHOR MELO O PLACINO, PhD Expert EDWIN P BERNAL, DBA Expert WALBERTO A MACARAAN, EdD Expert ALICE T VALERIO, PhD External Panel CECILIA N GASCON, PhD Chairman Endorsed by: Recommended by: CONRADO L ABRAHAM, PhD Adviser APOLONIA A ESPINOSA, PhD Dean Accepted in Partial Fulfilment of the Requirements for the Degree Doctor of Business Administration _ Date WALBERTO A MACARAAN, EdD Vice President for Academic Affairs ii CERTIFICATE OF ORIGINALITY iii ACKNOWLEDGMENT I would like to express my heartfelt gratitude to leaders of Thai Nguyen University in VietNam and Southern Luzon State University in the Philippines who created best conditions for me to complete the course generally and fulfill the thesis particularly My gratitude goes towards Professors who directly gave me useful and memorable lectures and guides in DBA namely Dr Cecilia N Gascon, Dr.Walberto A Macaraan, Dr Milo O Placino, and Dr Alice T Valerio They provided me a rich and fertile environment to study and explore new ideas They made my DBA life ever fluid, and, in the course of it all, a warm and inviting place to work My special thanks to Dr.Conrdo L Abraham who provided me valuable guides to complete the dissertation I would also like to thank: Associate Professor, Dr Do Anh Tai, Dr Pham Hong Manh who helped me during this research, read the manuscript and provided me with constructive comments I extend especial thanks to the board of Rectors of Hanoi University of Industry for permitting me to pursue the doctoral course and create favorable conditions for me to accomplish this doctoral degree I would not have completed this road if not for my parents, my wife, my children, and all of my dear friends who instilled within me a love fr creative pursuits, science and language, all of which finds a place in this the dissertation Dong TrungChinh iv DEDICATION To my parents, my wife, my children, and all of my dear friends my friend, Dr Pham Hong Manh and to all who have contributed to make this study a success This piece of work, I owe to you DTC v TABLE OF CONTENTS PAGE TITLE PAGE ……………………………………………………………… i APPROVAL SHEET ……………………………………………………… ii CERTIFICATE OF ORIGINALITY ……………………………………… iii ACKNOWLEDGEMENT ………………………………………………… iv DEDICATION ……………………………………………………………… v TABLE OF CONTENTS ………………………………………………… vi LIST OF TABLES ………………………………………………………… viii LIST OF FIGURES ……………………………………………………… x LIST OF APPENDICES ………………………………………………… xii ABSTRACT ………………………………………………………………… xiii CHAPTER I II III IV INTRODUCTION …………………………………………… Background of the Study ………………………………… Statement of the Problem ………………………………… Objectives of the Study …………………………………… Scope and Delimitation …………………………………… Significance of the Study ………………………………… Definition of Terms ………………………………………… REVIEW OF LITERATURE ……………………………… Conceptual Framework ………………………………….… 32 METHODOLOGY ………………………………………… 36 Locale of the Study ………………………………………… 36 Research Design …………………………………………… 37 Data Gathering Procedure ………………………………… 38 Population, Sample and Sampling Technique … ……… 39 Research Instrument ……………………………………… 40 Statistical Treatment ……………………… …….…… 41 RESULTS AND DISCUSSIONS ………………………… 45 vi V SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS Summaryof Findings ……………………………………… 76 Conclusions ………………………………………………… 79 Recommendations ………………………………………… 80 REFERENCES ……………………… ………………………………… 85 APPENDICES …………………………………………………………… 91 CURRICULUM VITAE …………………………………………………… 114 vii LIST OF TABLES TABLE PAGE 3.1 Distribution of the Sample in the Study Area 36 4.1 ClassificationBorrowing Subjectsby Type of Enterprises inVietinbank 48 4.2 TableofCustomerInterest Rate 51 4.3 Status of Repayment fortheCreditLoans 52 4.4 The EaseofApproaching BusinessCredit ServicesinBankLoans at VietinBank 53 The DifficultyofAccessing CreditBusinessLoans at BanksVietinbank 53 TheEvaluationComponent of"Empathy" Compared withCustomer Expectations 54 TheEvaluationof the Component"Reliability" Compared With ExpectationsCustomer 55 TheAssessmentofComponents"Tangible" Compared With ExpectationsCustomer 56 TheEvaluationof the Component"Assurance" Compared WithCustomerExpectations 57 TheEvaluationof theComposition"The Response" Compared WithCustomers'Expectations 58 TheAssessmentof theCredit ProfileComponentsCompared WithCustomers’ Expectations 59 TheOverall SatisfactionCompared WithExpectationsofCustomers 60 4.13 ResultsRegressionAnalysis 61 4.14 ResultsSummary of ComponentsFactor Analysis 63 4.15 StatisticalAverageComponent"Tangible" 66 4.16 StatisticalAverageComposition"Credibility" 67 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 viii TABLE PAGE 4.17 StatisticalAverageComposition"Empathy" 68 4.18 StatisticalAverageComposition"Response" 69 4.19 Statisticalaveragecomponent "Assurance” 70 4.20 StatisticsoftheAverage"Profile" 71 4.21 Nonparametric Correlations 73 ix LIST OF FIGURES FIGURE PAGE 2.1 Model of Customer Satisfaction 24 2.2 Model Technical and Functional Quality Model 25 2.3 ModelQualityService-Based Distance (GAP model) 26 2.4 Model ofCausalRelationshipsBetweenPerceived QualitiesWithCustomerSatisfaction 27 2.5 Model of Cause and EffectBetweenthePerceivedQualitiesofthe CustomerwithCustomerSatisfaction 28 2.6 Model Customer Satisfaction Index of the United States 29 2.7 The Research Model with Hypotheses Based on Five Dimensions by Parasuraman et al (1988) 34 3.1 The Process of Conducting Research 38 4.1 GenderofClientsin theStudy Sample 45 4.2 Age GroupofCustomerinTransactionsinVietinBank 46 4.3 Educational AttainmentoftheCustomerTransactionVietinBank 4.4 The Position of the Customer in the Transaction with VietinBank 47 4.5 Types of Business Enterprises Transacting inVietinBank 48 4.6 CharacteristicsofCustomerTransactionsatVietinBank 49 4.7 The SizeofBorrow CapitalEnterprise Customersin theResearch Sample 49 4.8 LoanPurpose of Businesses 50 4.9 Evaluation onApproaching Credit Services 52 TheEvaluationComponentof"Empathy" Compared withCustomerExpectations 54 TheEvaluationof the Component"Reliability" Compared With ExpectationsCustomer 55 47 4.10 4.11 x 103 ASSURA2 ASSURA3 ASSURA4 ASSURA5 Statistics for SCALE 3.5598 3.2799 3.5897 3.9484 1.1008 1.2177 1.0634 1.0596 368.0 368.0 368.0 368.0 N of Mean Variance Std Dev Variables 17.7065 19.5213 4.4183 Item-total Statistics if Item Scale Mean if Item Deleted ASSURA1 ASSURA2 ASSURA3 ASSURA4 ASSURA5 Scale Corrected Variance ItemTotal if Item Deleted Correlation 14.3777 14.1467 14.4266 14.1168 13.7582 11.8597 13.0520 12.1744 13.5749 14.8106 Reliability Coefficients N of Cases = 368.0 Alpha = 8077 Alpha Deleted 5914 6610 6901 6145 4400 7771 7515 7392 7659 8125 N of Items = Credit profile ****** Method (space saver) will be used for this analysis ****** _ 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 PROFILE1 PROFILE2 PROFILE3 PROFILE4 PROFILE5 Statistics for SCALE Cases 3.2745 3.5163 3.4565 3.5435 3.4103 8534 368.0 8764 368.0 8661 368.0 8940 368.0 1.1754 368.0 N of Mean Variance Std Dev Variables 17.2011 9.2783 3.0460 Item-total Statistics Scale Scale Corrected Mean Variance ItemAlpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PROFILE1 13.9266 6.1009 5809 5249 PROFILE2 13.6848 5.7750 6493 4885 104 PROFILE3 PROFILE4 PROFILE5 13.7446 13.6576 13.7908 6.1907 5.8007 8.3948 Reliability Coefficients N of Cases = 368.0 Alpha = 6535 5423 6220 -.0731 5414 4994 8496 N of Items = CreditProfileafter the removedItemdid notreached ****** Method (space saver) will be used for this analysis ****** _ 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 PROFILE1 PROFILE2 PROFILE3 PROFILE4 Statistics for SCALE Cases 3.2745 3.5163 3.4565 3.5435 8534 8764 8661 8940 368.0 368.0 368.0 368.0 N of Mean Variance Std Dev Variables 13.7908 8.3948 2.8974 Item-total Statistics Scale Scale Corrected Mean Variance ItemAlpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PROFILE1 10.5163 5.0297 6889 8089 PROFILE2 10.2745 4.7446 7548 7799 PROFILE3 10.3342 5.1550 6330 8320 PROFILE4 10.2473 4.9060 6792 8131 Reliability Coefficients N of Cases = 368.0 Alpha = 8496 N of Items = Satisfaction ****** Method (space saver) will be used for this analysis ****** _ 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) 105 Mean Std Dev SATIS1 SATIS2 SATIS3 SATIS4 SATIS5 Statistics for SCALE Cases 2.2609 2.6114 1.8614 2.2310 2.1902 1.2902 1.4117 1.0949 1.3465 1.1277 368.0 368.0 368.0 368.0 368.0 N of Mean Variance Std Dev Variables 11.1549 30.1585 5.4917 Item-total Statistics if Item SATIS1 SATIS2 SATIS3 SATIS4 SATIS5 Scale Scale Corrected Mean Variance Itemif Item Total if Item Deleted Deleted Correlation 8.8940 18.7762 8691 8.5435 19.2624 7185 9.2935 20.9055 8045 8.9239 18.9642 8000 8.9647 20.5083 8203 Reliability Coefficients N of Cases = 368.0 Alpha = 9209 Alpha Deleted 8876 9216 9033 9025 8997 N of Items = 106 Appendix C FactorAnalysisResultsDiscovery KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx ChiSquare df Sig .827 7763.10 465 000 Communalities Initial Extraction EMPA1 1.000 578 EMPA2 1.000 868 EMPA3 1.000 784 EMPA4 1.000 851 EMPA5 1.000 295 RELIABI1 1.000 853 RELIABI2 1.000 685 RELIABI3 1.000 775 RELIABI4 1.000 755 RELIABI5 1.000 798 TANGIB1 1.000 801 TANGIB2 1.000 631 TANGIB3 1.000 822 TANGIB4 1.000 779 TANGIB5 1.000 634 TANGIB6 1.000 775 TANGIB7 1.000 635 ASSURA1 1.000 561 ASSURA2 1.000 672 ASSURA3 1.000 693 ASSURA4 1.000 605 ASSURA5 1.000 402 RESPON1 1.000 673 RESPON2 1.000 718 RESPON3 1.000 591 RESPON4 1.000 496 RESPON5 1.000 681 PROFILE1 1.000 728 PROFILE2 1.000 766 PROFILE3 1.000 639 PROFILE4 1.000 703 Extraction Method: Principal Component Analysis 107 Total Variance Explained Comp onent Initial Eigenvalues % of Varianc Total e 5.987 19.314 5.007 16.151 3.474 11.208 2.860 9.226 2.297 7.408 1.621 5.229 960 3.098 849 2.738 753 2.427 10 706 2.278 11 584 1.884 12 555 1.789 13 524 1.692 14 490 1.581 15 474 1.529 16 438 1.412 17 397 1.282 18 360 1.163 19 348 1.123 20 306 985 21 301 972 22 294 948 23 256 825 24 217 698 25 196 634 26 186 602 27 165 531 28 114 367 29 109 353 30 098 316 31 074 237 Extraction Sums of Squared Loadings % of Cumulat Varian Cumulat ive % Total ce ive % 19.314 5.987 19.314 19.314 35.465 5.007 16.151 35.465 46.673 3.474 11.208 46.673 55.899 2.860 9.226 55.899 63.308 2.297 7.408 63.308 68.537 1.621 5.229 68.537 71.634 74.372 76.800 79.078 80.962 82.751 84.442 86.023 87.552 88.964 90.246 91.409 92.532 93.517 94.489 95.438 96.262 96.961 97.594 98.196 98.727 99.094 99.446 99.763 100.000 Extraction Method: Principal Component Analysis Rotation Sums of Squared Loadings % of Varianc Cumulat Total e ive % 5.027 16.216 16.216 4.200 13.547 29.763 3.205 10.338 40.101 3.106 10.020 50.121 2.906 9.374 59.496 2.803 9.041 68.537 108 Component Matrix(a) RELIABI5 RELIABI3 RELIABI1 RELIABI4 EMPA4 EMPA1 RELIABI2 EMPA2 EMPA3 EMPA5 TANGIB3 TANGIB1 TANGIB6 TANGIB4 TANGIB5 TANGIB2 TANGIB7 RESPON1 RESPON2 RESPON5 RESPON3 RESPON4 ASSURA1 ASSURA5 PROFILE2 PROFILE4 PROFILE3 PROFILE1 ASSURA2 ASSURA3 ASSURA4 Component 825 812 788 774 707 707 702 679 670 485 858 850 832 824 749 742 725 a components extracted 491 562 504 714 701 657 657 533 -.461 -.442 406 458 810 804 762 729 -.480 -.536 -.465 561 552 497 109 Rotated Component Matrix(a) TANGIB3 TANGIB1 TANGIB4 TANGIB6 TANGIB5 TANGIB2 TANGIB7 RELIABI1 RELIABI4 RELIABI5 RELIABI3 RELIABI2 EMPA2 EMPA4 EMPA3 EMPA1 EMPA5 RESPON2 RESPON5 RESPON1 RESPON3 RESPON4 ASSURA3 ASSURA2 ASSURA4 ASSURA1 ASSURA5 PROFILE2 PROFILE1 PROFILE4 PROFILE3 Component 905 890 879 875 793 779 767 897 838 834 821 807 495 901 868 841 572 448 827 819 793 744 675 826 812 763 731 591 871 832 818 789 a Rotation converged in iterations Component Transformation Matrix Component -.270 948 154 009 018 -.064 747 182 -.083 -.029 168 -.611 563 227 -.092 063 067 784 042 -.119 790 -.238 546 070 -.215 025 -.579 -.279 734 039 -.066 -.043 031 928 361 -.042 110 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 871 Approx ChiSquare df Sig 1446.346 10 000 Correlation Matrix SATIS1 Sig (1tailed) SATIS1 SATIS2 SATIS3 SATIS4 SATIS5 000 000 000 000 SATIS2 SATIS3 SATIS4 SATIS5 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 Communalities Initial Extraction SATIS1 1.000 853 SATIS2 1.000 664 SATIS3 1.000 770 SATIS4 1.000 768 SATIS5 1.000 796 Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings Compone % of Cumulative % of Cumulative nt Total Variance % Total Variance % 3.850 76.999 76.999 3.850 76.999 76.999 458 9.156 86.155 321 6.426 92.581 217 4.344 96.925 154 3.075 100.000 Extraction Method: Principal Component Analysis Component Matrix(a) Component SATIS1 SATIS5 SATIS3 SATIS4 SATIS2 a components extracted 923 892 878 876 815 111 Appendix D AnalysisResultsRelationandRecoveryProcess Correlations TANGIB RELIABI EMPA RESPON ASSURA PROFILE SATIS Pearson Correlation Sig (2tailed) N Pearson Correlation Sig (2tailed) N Pearson Correlation Sig (2tailed) N Pearson Correlation Sig (2tailed) N Pearson Correlation Sig (2tailed) N Pearson Correlation Sig (2tailed) N Pearson Correlation Sig (2tailed) N TANGIB RELIABI EMPA RESPON ASSURA PROFILE SATIS 000 000 000 000 000 024 1.000 1.000 1.000 1.000 1.000 649 368 368 368 368 368 368 368 000 000 000 000 000 141(**) 1.000 1.000 1.000 1.000 1.000 007 368 368 368 368 368 368 368 000 000 000 000 000 053 1.000 1.000 1.000 1.000 1.000 314 368 368 368 368 368 368 368 000 000 000 000 000 590(**) 1.000 1.000 1.000 1.000 1.000 000 368 368 368 368 368 368 368 000 000 000 000 000 054 1.000 1.000 1.000 1.000 1.000 304 368 368 368 368 368 368 368 000 000 000 000 000 120(*) 1.000 1.000 1.000 1.000 1.000 021 368 368 368 368 368 368 368 024 141(**) 053 590(**) 054 120(*) 649 007 314 000 304 021 368 368 368 368 368 368 368 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) Regression Descriptive Statistics SATIS TANGIB RELIABI EMPA RESPON ASSURA PROFILE Correlations Mean -.0000003 0000002 -.0000002 0000001 0000000 0000002 0000003 Std Deviation 99999999 99999994 99999994 99999979 99999991 99999984 1.00000003 N 368 368 368 368 368 368 368 112 SATIS TANGIB RELIABI EMPA RESPON ASSURA PROFILE Pearson SATIS Correlation TANGIB RELIABI EMPA RESPON ASSURA PROFILE Sig (1SATIS tailed) TANGIB RELIABI EMPA RESPON ASSURA PROFILE N SATIS TANGIB RELIABI EMPA RESPON ASSURA PROFILE 1.000 024 141 053 590 054 120 024 141 053 590 054 120 1.000 000 000 000 000 000 000 1.000 000 000 000 000 000 000 1.000 000 000 000 000 000 000 1.000 000 000 000 000 000 000 1.000 000 000 000 000 000 000 1.000 325 003 157 000 152 011 325 003 157 000 152 011 368 368 368 368 368 368 368 500 500 500 500 500 368 368 368 368 368 368 368 500 500 500 500 500 368 368 368 368 368 368 368 500 500 500 500 500 368 368 368 368 368 368 368 500 500 500 500 500 368 368 368 368 368 368 368 500 500 500 500 500 368 368 368 368 368 368 368 500 500 500 500 500 368 368 368 368 368 368 368 Variables Entered/Removed(b) Model Variables Variables Entered Removed PROFILE, RESPON, ASSURA, EMPA, RELIABI, TANGIB(a) Method Enter TANGIB Backward (criterion: Probability of F-toremove >= 100) EMPA Backward (criterion: Probability of F-toremove >= 100) ASSURA Backward (criterion: Probability of F-toremove >= 100) a All requested variables entered b Dependent Variable: SATIS 113 Model Summary(e) Model R a b c d e 623(a) 623(b) 621(c) 618(d) Adjusted Std Error R R of the Square Square Estimate 389 388 385 383 379 380 379 377 78829628 78757090 78826619 78902984 Change Statistics R Square F Change Change 389 38.265 -.001 334 -.003 1.641 -.003 1.706 DurbinWatson df1 1 df2 361 361 362 363 Sig F Change 000 564 201 192 1.932 Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI, TANGIB Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI Predictors: (Constant), PROFILE, RESPON, ASSURA, RELIABI Predictors: (Constant), PROFILE, RESPON, RELIABI Dependent Variable: SATIS ANOVA(e) Sum of Mean Df F Sig Squares Square Regression 142.671 23.778 38.265 000(a) Residual 224.329 361 621 Total 367.000 367 Regression 142.463 28.493 45.936 000(b) Residual 224.537 362 620 Total 367.000 367 Regression 141.445 35.361 56.909 000(c) Residual 225.555 363 621 Total 367.000 367 Regression 140.385 46.795 75.165 000(d) Residual 226.615 364 623 Total 367.000 367 a Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI, TANGIB b Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI c Predictors: (Constant), PROFILE, RESPON, ASSURA, RELIABI d Predictors: (Constant), PROFILE, RESPON, RELIABI e Dependent Variable: SATIS Model 114 Coefficients(a) Unstandardized Model Coefficients Std B Error (Constant) 3.349E- 041 07 TANGIB 024 041 RELIABI 141 041 EMPA 053 041 RESPON 590 041 ASSURA 054 041 PROFILE 120 041 (Constant) 3.310E- 041 07 RELIABI 141 041 EMPA 053 041 RESPON 590 041 ASSURA 054 041 PROFILE 120 041 (Constant) 3.267E- 041 07 RELIABI 141 041 RESPON 590 041 ASSURA 054 041 PROFILE 120 041 (Constant) 3.150E- 041 07 RELIABI 141 041 RESPON 590 041 PROFILE 120 041 a Dependent Variable: SATIS Standardized Coefficients t Sig Beta 024 141 053 590 054 120 141 053 590 054 120 141 590 054 120 141 590 120 Collinearity Statistics Tolerance VIF 000 1.000 578 3.434 1.280 14.339 1.306 2.919 564 001 201 000 192 004 000 1.000 3.438 1.281 14.352 1.307 2.922 001 201 000 192 004 000 1.000 3.435 14.339 1.306 2.919 001 000 192 004 000 1.000 3.431 001 14.325 000 2.917 004 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 115 Collinearity Diagnostics(a) Mo del Dime nsion Eigenv alue 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 Conditi on Index 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 Variance Proportions (Consta TAN RELIA nt) GIB BI 10 11 19 00 46 00 15 01 38 31 05 09 37 05 04 02 00 09 05 32 20 10 15 09 36 32 11 33 00 00 04 16 35 14 16 24 41 26 07 19 03 16 33 09 37 35 24 38 05 18 34 EM PA 08 20 01 18 11 40 01 18 06 26 07 43 01 RES PON 02 00 45 26 05 12 10 01 49 07 20 10 14 00 33 55 00 12 02 34 53 12 ASS URA 25 08 00 08 26 23 08 14 01 25 40 20 00 26 01 03 69 01 PROFI LE 24 25 00 03 11 14 23 42 00 00 00 23 34 43 00 09 08 39 52 07 04 37 a Dependent Variable: SATIS Excluded Variables(d) Model TANGIB TANGIB EMPA TANGIB EMPA ASSURA Beta In 024(a) 024(b) 053(b) 024(c) 053(c) 054(c) t 578 577 1.281 577 1.280 1.306 Sig .564 564 201 564 201 192 Collinearity Statistics Partial Minimum Correlation Tolerance VIF Tolerance 030 1.000 1.000 1.000 030 1.000 1.000 1.000 067 1.000 1.000 1.000 030 1.000 1.000 1.000 067 1.000 1.000 1.000 068 1.000 1.000 1.000 a Predictors in the Model: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI b Predictors in the Model: (Constant), PROFILE, RESPON, ASSURA, RELIABI c Predictors in the Model: (Constant), PROFILE, RESPON, RELIABI d Dependent Variable: SATIS 116 CasewiseDiagnostics(a) Case Number 68 69 73 81 Std Residual 3.592 3.048 3.042 3.003 SATIS 2.38015 1.96644 1.96644 1.96375 a Dependent Variable: SATIS Residuals Statistics(a) Predicted Value Std Predicted Value Standard Error of Predicted Value Adjusted Predicted Value Residual Std Residual Stud Residual Deleted Residual Stud Deleted Residual Mahal Distance Cook's Distance Centered Leverage Value Minimum -1.2228547 -1.977 Maximum 1.7292721 2.796 Mean -.0000003 000 Std Deviation 61848282 1.000 N 368 368 04160561 16230947 07934299 02174902 368 -1.2360431 1.7387809 -.0004350 61853497 368 -2.0221331 -2.563 -2.601 -2.0823400 2.8340049 3.592 3.601 2.8488414 0000000 000 000 0004347 78579831 996 1.000 79273877 368 368 368 368 -2.622 3.662 001 1.004 368 023 000 14.533 050 2.992 002 2.203 004 368 368 000 040 008 006 368 a Dependent Variable: SATIS 117 CURRICULUM VITAE I Individual Information Fullname : DONG TRUNG CHINH English Name : Erich Date of Birth : July 20th, 1976 Place of Birth : Hung Yen Gender : Male Address : Room 207, Collective Housing Nghia Tan, Nghia Tan Ward, CauGiay District, Hanoi Cellphone : + 84 94 313 9999 Email : dongtrungchinh@gmail.com Professional Qualification : Master of Economics Occupation : Teacher Office : Department of Accounting Auditing the Hanoi University of Industry (HAUI) Governing Office: Ha Noi University of Industry II Training Background Time of Training Name of University 1996 – 2001 NhaTrangUniversit yof Fisheries 2002 - 2004 2009 – present HanoiUniversityof Agriculture Studying in Southern Luzon State University and Thai Nguyen University Faculty Business Administration Type of training Degree/ Certificate Formal Bachelor Formal Master Formal Doctor III Work Experience 2001 – 2011 Lecturer of The College ofFisheries 2011 – now Lecturer of the Ha Noi University of Industry ... Dissertation of DONG TRUNG CHINH entitled CREDIT SERVICES QUALITY OF VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - VIETINBANK Submitted in Partial Fulfilment of the Requirements for the... research topic researcher onthe became credit qualityservicesofVietNamjoint -stock commercialbank for industryandtrade, the case ofVietinBank Statement of the Problem The dissertation objectives... AnalysisResultsRelationandRecoveryProcess 108 ` xii ABSTRACT Title of Research : CREDIT SERVICES QUALITY OF VIETNAM JOINT STOCK COMMERCIAL BANK INDUSTRY AND TRADE – VIETINBANK Researcher : DONG