Đề bài: Khảo sát sự hài lòng của khách hàng sử dụng dịch vụ Tích

lũy An Phu Gia của BIDV

- Sử dụng mô hình SERVQUAL
Tiêu chí Ký hiệu Phân loại
Độ tin cậy TC Biến độc lập
Mức độ đáp ứng DU Biến độc lập
Mức độ đồng cảm DC Biến độc lập
Phương tiện hữu hình PT Biến độc lập
Mức độ hài lòng HL Biến phụ thuộc
- Thang đo: Likert 1-5
 - RELIABILITY
/VARIABLES=DC1 DC2 DC3 DC4 DC5
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.

Reliability

Notes
Output Created 17-MAR-2025 10:38:50
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Matrix Input
Missing Value Handling Definition of Missing User-defined missing values
are treated as missing.
Cases Used Statistics are based on all
cases with valid data for all
variables in the procedure.
Syntax RELIABILITY
/VARIABLES=DC1 DC2
DC3 DC4 DC5
/SCALE('ALL VARIABLES')
ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.01

Scale: ALL VARIABLES

 Case Processing Summary
N %
Cases Valid 564 100.0
a
Excluded 0 .0
Total 564 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics
Cronbach's
Alpha N of Items
.682 5

Item-Total Statistics
Cronbach's
Scale Mean if Scale Variance if Corrected Item- Alpha if Item
Item Deleted Item Deleted Total Correlation Deleted
DC1 14.75 7.098 .450 .626
DC2 14.75 7.259 .425 .637
DC3 14.81 7.107 .437 .632
DC4 14.72 6.987 .441 .630
DC5 14.82 7.145 .427 .636

RELIABILITY
/VARIABLES=NL1 NL2 NL3 NL4 NL5
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.

Reliability

Notes
Output Created 17-MAR-2025 10:39:33
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Matrix Input
Missing Value Handling Definition of Missing User-defined missing values
are treated as missing.
Cases Used Statistics are based on all
cases with valid data for all
variables in the procedure.
Syntax RELIABILITY
/VARIABLES=NL1 NL2 NL3
NL4 NL5
/SCALE('ALL VARIABLES')
ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.00

Scale: ALL VARIABLES

Case Processing Summary

N %
Cases Valid 564 100.0
a
Excluded 0 .0
Total 564 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics
Cronbach's N of Items
 Alpha
.668 5

Item-Total Statistics
Cronbach's
Scale Mean if Scale Variance if Corrected Item- Alpha if Item
Item Deleted Item Deleted Total Correlation Deleted
NL1 14.91 6.268 .436 .609
NL2 14.96 6.215 .429 .612
NL3 15.08 6.284 .380 .636
NL4 15.02 6.298 .407 .623
NL5 14.97 6.241 .454 .602

RELIABILITY
/VARIABLES=PT1 PT2 PT3 PT4 PT5
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.

Reliability

Notes
Output Created 17-MAR-2025 10:39:43
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Matrix Input
Missing Value Handling Definition of Missing User-defined missing values
are treated as missing.
Cases Used Statistics are based on all
cases with valid data for all
variables in the procedure.
Syntax RELIABILITY
/VARIABLES=PT1 PT2 PT3
PT4 PT5
/SCALE('ALL VARIABLES')
ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.00

Scale: ALL VARIABLES

Case Processing Summary

N %
Cases Valid 564 100.0
a
Excluded 0 .0
Total 564 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics
Cronbach's
Alpha N of Items
.713 5

Item-Total Statistics
Cronbach's
Scale Mean if Scale Variance if Corrected Item- Alpha if Item
Item Deleted Item Deleted Total Correlation Deleted
PT1 14.45 6.749 .415 .688
PT2 14.29 6.497 .480 .661
PT3 14.35 6.856 .440 .677
PT4 14.36 6.471 .517 .646
PT5 14.24 6.380 .500 .652
RELIABILITY
/VARIABLES=HL1 HL2 HL3 HL4
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.

Reliability

Notes
Output Created 17-MAR-2025 10:39:57
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Matrix Input
Missing Value Handling Definition of Missing User-defined missing values
are treated as missing.
Cases Used Statistics are based on all
cases with valid data for all
variables in the procedure.
Syntax RELIABILITY
/VARIABLES=HL1 HL2 HL3
HL4
/SCALE('ALL VARIABLES')
ALL
/MODEL=ALPHA
/SUMMARY=TOTAL.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.00

Scale: ALL VARIABLES

 Case Processing Summary
N %
Cases Valid 564 100.0
a
Excluded 0 .0
Total 564 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics
Cronbach's
Alpha N of Items
.753 4

Item-Total Statistics
Cronbach's
Scale Mean if Scale Variance if Corrected Item- Alpha if Item
Item Deleted Item Deleted Total Correlation Deleted
HL1 11.13 4.984 .581 .678
HL2 11.13 4.928 .515 .715
HL3 11.17 5.107 .537 .701
HL4 11.22 4.856 .564 .686

FACTOR
/VARIABLES TC1 TC2 TC3 TC4 TC5 TC6 DU1 DU2 DU3 DU4 DU5 DC1 DC2 DC3 DC4 DC5
NL1 NL2 NL3 NL4 NL5
PT1 PT2 PT3 PT4 PT5
/MISSING LISTWISE
/ANALYSIS TC1 TC2 TC3 TC4 TC5 TC6 DU1 DU2 DU3 DU4 DU5 DC1 DC2 DC3 DC4 DC5
NL1 NL2 NL3 NL4 NL5 PT1
PT2 PT3 PT4 PT5
/PRINT INITIAL KMO EXTRACTION ROTATION
/FORMAT BLANK(.5)
/CRITERIA MINEIGEN(1) ITERATE(25)
/EXTRACTION PC
/CRITERIA ITERATE(25)
/ROTATION VARIMAX
/METHOD=CORRELATION.
Factor Analysis

Notes
Output Created 17-MAR-2025 10:40:24
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Missing Value Handling Definition of Missing MISSING=EXCLUDE: User-
defined missing values are
treated as missing.
Cases Used LISTWISE: Statistics are
based on cases with no
missing values for any
variable used.
Syntax FACTOR
/VARIABLES TC1 TC2 TC3
TC4 TC5 TC6 DU1 DU2 DU3
DU4 DU5 DC1 DC2 DC3
DC4 DC5 NL1 NL2 NL3 NL4
NL5
PT1 PT2 PT3 PT4 PT5
/MISSING LISTWISE
/ANALYSIS TC1 TC2 TC3
TC4 TC5 TC6 DU1 DU2 DU3
DU4 DU5 DC1 DC2 DC3
DC4 DC5 NL1 NL2 NL3 NL4
NL5 PT1
PT2 PT3 PT4 PT5
/PRINT INITIAL KMO
EXTRACTION ROTATION
/FORMAT BLANK(.5)
/CRITERIA MINEIGEN(1)
ITERATE(25)
/EXTRACTION PC
/CRITERIA ITERATE(25)
 /ROTATION VARIMAX
/METHOD=CORRELATION.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.01
Maximum Memory Required 79784 (77.914K) bytes

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .902
Bartlett's Test of Sphericity Approx. Chi-Square 3274.263
df 325
Sig. .000

Communalities
Initial Extraction
TC1 1.000 .444
TC2 1.000 .446
TC3 1.000 .390
TC4 1.000 .402
TC5 1.000 .330
TC6 1.000 .435
DU1 1.000 .451
DU2 1.000 .532
DU3 1.000 .464
DU4 1.000 .445
DU5 1.000 .352
DC1 1.000 .477
DC2 1.000 .446
DC3 1.000 .455
DC4 1.000 .414
DC5 1.000 .494
NL1 1.000 .470
NL2 1.000 .481
NL3 1.000 .542
NL4 1.000 .358
NL5 1.000 .467
PT1 1.000 .400
PT2 1.000 .473
PT3 1.000 .526
PT4 1.000 .538
PT5 1.000 .548
Extraction Method: Principal
Component Analysis.

Total Variance Explained

Compone Extraction Sums of Squared
nt Initial Eigenvalues Loadings
% of Cumulative % of Cumulative
Total Variance % Total Variance %
1 6.533 25.128 25.128 6.533 25.128 25.128
2 1.593 6.126 31.254 1.593 6.126 31.254
3 1.293 4.974 36.228 1.293 4.974 36.228
4 1.239 4.766 40.994 1.239 4.766 40.994
5 1.123 4.321 45.314 1.123 4.321 45.314
6 .945 3.636 48.950
7 .922 3.547 52.497
8 .881 3.387 55.884
9 .857 3.296 59.180
10 .833 3.202 62.382
11 .826 3.178 65.561
12 .783 3.011 68.571
13 .763 2.934 71.506
14 .747 2.874 74.380
15 .695 2.674 77.054
16 .679 2.610 79.663
17 .662 2.546 82.209
18 .642 2.469 84.678
19 .594 2.284 86.962
20 .566 2.176 89.138
21 .542 2.085 91.223
22 .499 1.920 93.142
23 .474 1.823 94.965
24 .467 1.796 96.761
25 .442 1.701 98.462
26 .400 1.538 100.000

Component Matrixa
Component
1 2 3 4 5
TC1 .551
TC2
TC3 .521
TC4 .573
TC5
TC6 .500
DU1 .519
DU2 .564
DU3
DU4 .517
DU5
DC1
DC2 .505
DC3
DC4 .552
DC5
NL1 .506
NL2
NL3 .512
NL4 .503
NL5 .508
PT1
PT2 .500
PT3 .530
PT4 .526
PT5

Extraction Method: Principal Component Analysis.a

a. 5 components extracted.

Rotated Component Matrixa

Component
1 2 3 4 5
TC1 .585
TC2 .596
TC3 .503
TC4 .506
TC5 .520
TC6 .597
DU1 .614
DU2 .653
DU3 .626
DU4 .594
DU5
DC1 .630
DC2 .580
DC3 .624
DC4 .532
DC5 .589
NL1 .578
NL2 .607
NL3 .568
NL4
NL5 .617
PT1 .529
PT2 .614
PT3 .700
PT4 .666
PT5 .664

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.a
a. Rotation converged in 7 iterations.

Component Transformation Matrix

Component 1 2 3 4 5
1 .496 .462 .405 .445 .423
2 -.078 -.376 .859 -.338 .036
3 -.531 -.356 -.069 .412 .645
4 -.524 .314 .306 .492 -.539
5 -.437 .648 .023 -.525 .336

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.

FACTOR
/VARIABLES TC1 TC2 TC3 TC4 TC5 TC6 DU1 DU2 DU3 DU4 DC1 DC2 DC3 DC4 DC5 NL1
NL2 NL3 NL5 PT1 PT2
PT3 PT4 PT5
/MISSING LISTWISE
/ANALYSIS TC1 TC2 TC3 TC4 TC5 TC6 DU1 DU2 DU3 DU4 DC1 DC2 DC3 DC4 DC5 NL1
NL2 NL3 NL5 PT1 PT2 PT3
PT4 PT5
/PRINT INITIAL KMO EXTRACTION ROTATION
/FORMAT BLANK(.5)
 /CRITERIA MINEIGEN(1) ITERATE(25)
/EXTRACTION PC
/CRITERIA ITERATE(25)
/ROTATION VARIMAX
/METHOD=CORRELATION.

Factor Analysis

Notes
Output Created 17-MAR-2025 10:40:42
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Missing Value Handling Definition of Missing MISSING=EXCLUDE: User-
defined missing values are
treated as missing.
Cases Used LISTWISE: Statistics are
based on cases with no
missing values for any
variable used.
Syntax FACTOR
/VARIABLES TC1 TC2 TC3
TC4 TC5 TC6 DU1 DU2 DU3
DU4 DC1 DC2 DC3 DC4
DC5 NL1 NL2 NL3 NL5 PT1
PT2
PT3 PT4 PT5
/MISSING LISTWISE
/ANALYSIS TC1 TC2 TC3
TC4 TC5 TC6 DU1 DU2 DU3
DU4 DC1 DC2 DC3 DC4
DC5 NL1 NL2 NL3 NL5 PT1
PT2 PT3
PT4 PT5
/PRINT INITIAL KMO
 EXTRACTION ROTATION
/FORMAT BLANK(.5)
/CRITERIA MINEIGEN(1)
ITERATE(25)
/EXTRACTION PC
/CRITERIA ITERATE(25)
/ROTATION VARIMAX
/METHOD=CORRELATION.
Resources Processor Time 00:00:00.02
Elapsed Time 00:00:00.02
Maximum Memory Required 68472 (66.867K) bytes

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .896
Bartlett's Test of Sphericity Approx. Chi-Square 2962.000
df 276
Sig. .000

Communalities
Initial Extraction
TC1 1.000 .448
TC2 1.000 .449
TC3 1.000 .393
TC4 1.000 .405
TC5 1.000 .323
TC6 1.000 .438
DU1 1.000 .452
DU2 1.000 .549
DU3 1.000 .487
DU4 1.000 .458
DC1 1.000 .484
DC2 1.000 .452
DC3 1.000 .470
DC4 1.000 .415
DC5 1.000 .500
NL1 1.000 .475
NL2 1.000 .515
NL3 1.000 .560
NL5 1.000 .467
PT1 1.000 .401
PT2 1.000 .477
PT3 1.000 .530
PT4 1.000 .546
PT5 1.000 .552

Extraction Method: Principal

Component Analysis.

Total Variance Explained

Compone Extraction Sums of Squared
nt Initial Eigenvalues Loadings
% of Cumulative % of Cumulative
Total Variance % Total Variance %
1 6.095 25.398 25.398 6.095 25.398 25.398
2 1.557 6.486 31.884 1.557 6.486 31.884
3 1.273 5.306 37.189 1.273 5.306 37.189
4 1.202 5.009 42.199 1.202 5.009 42.199
5 1.120 4.665 46.863 1.120 4.665 46.863
6 .937 3.905 50.768
7 .921 3.840 54.608
8 .880 3.668 58.276
9 .837 3.489 61.764
10 .812 3.381 65.146
11 .765 3.189 68.335
12 .761 3.171 71.506
13 .727 3.029 74.535
14 .697 2.902 77.438
15 .669 2.789 80.227
16 .659 2.744 82.971
17 .618 2.576 85.547
18 .585 2.439 87.986
19 .546 2.274 90.260
20 .511 2.131 92.391
21 .481 2.006 94.397
22 .471 1.962 96.358
23 .449 1.872 98.230
24 .425 1.770 100.000

Component Matrixa
Component
 1 2 3 4 5
TC1 .562
TC2 .505
TC3 .526
TC4 .579
TC5
TC6 .507
DU1 .515
DU2 .571
DU3
DU4 .517
DC1
DC2 .511
DC3
DC4 .550
DC5
NL1 .501
NL2
NL3 .520
NL5 .503
PT1
PT2 .505
PT3 .566
PT4 .536
PT5 .501

Extraction Method: Principal Component Analysis.a

a. 5 components extracted.

Rotated Component Matrixa

Component
1 2 3 4 5
TC1 .587
TC2 .601
TC3 .512
TC4 .514
TC5 .520
TC6 .605
DU1 .611
DU2 .664
DU3 .636
DU4 .604
DC1 .634
DC2 .589
DC3 .640
DC4 .538
DC5 .602
NL1 .573
NL2 .612
NL3 .580
NL5 .603
PT1 .537
PT2 .619
PT3 .707
PT4 .671
PT5 .657

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.a
a. Rotation converged in 7 iterations.

Component Transformation Matrix

Component 1 2 3 4 5
1 .525 .422 .452 .444 .380
2 -.121 .883 -.325 -.310 -.065
3 -.615 .052 .555 -.293 .474
4 -.344 .196 .420 .402 -.711
5 -.461 .034 -.453 .678 .348

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.

COMPUTE TC=MEAN(TC1,TC2,TC3,TC4,TC5,TC6).
EXECUTE.
COMPUTE DU=MEAN(DU1,DU2,DU3,DU4).
EXECUTE.
COMPUTE DC=MEAN(DC1,DC2,DC3,DC4,DC5).
EXECUTE.
COMPUTE NL=MEAN(NL1,NL2,NL3,NL5).
EXECUTE.
COMPUTE PT=MEAN(PT1,PT2,PT3,PT4,PT5).
EXECUTE.
COMPUTE HL=MEAN(HL1,HL2,HL3,HL4).
EXECUTE.
CORRELATIONS
/VARIABLES=TC DU DC NL PT HL
 /PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.

Correlations

Notes
Output Created 17-MAR-2025 10:43:46
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Missing Value Handling Definition of Missing User-defined missing values
are treated as missing.
Cases Used Statistics for each pair of
variables are based on all the
cases with valid data for that
pair.
Syntax CORRELATIONS
/VARIABLES=TC DU DC
NL PT HL
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.03

Correlations
TC DU DC NL PT HL
** ** ** **
TC Pearson Correlation 1 .523 .484 .491 .438 .594**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 564 564 564 564 564 564
DU Pearson Correlation .523** 1 .474** .412** .370** .477**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 564 564 564 564 564 564
DC Pearson Correlation .484** .474** 1 .462** .382** .537**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 564 564 564 564 564 564
** ** ** **
NL Pearson Correlation .491 .412 .462 1 .395 .476**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 564 564 564 564 564 564
** ** ** **
PT Pearson Correlation .438 .370 .382 .395 1 .472**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 564 564 564 564 564 564
** ** ** ** **
HL Pearson Correlation .594 .477 .537 .476 .472 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 564 564 564 564 564 564

**. Correlation is significant at the 0.01 level (2-tailed).

REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT HL
/METHOD=ENTER TC DU DC NL PT
/SCATTERPLOT=(*ZRESID ,*ZPRED)
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID)
/SAVE ZRESID.

Regression

Notes
Output Created 17-MAR-2025 10:46:22
Comments
Input Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none>
N of Rows in Working Data 564
File
Missing Value Handling Definition of Missing User-defined missing values
are treated as missing.
 Cases Used Statistics are based on cases
with no missing values for
any variable used.
Syntax REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA COLLIN
TOL
/CRITERIA=PIN(.05)
POUT(.10)
/NOORIGIN
/DEPENDENT HL
/METHOD=ENTER TC DU
DC NL PT
/SCATTERPLOT=(*ZRESID
,*ZPRED)
/RESIDUALS DURBIN
HISTOGRAM(ZRESID)
NORMPROB(ZRESID)
/SAVE ZRESID.
Resources Processor Time 00:00:00.39
Elapsed Time 00:00:00.39
Memory Required 3468 bytes
Additional Memory Required 880 bytes
for Residual Plots
Variables Created or ZRE_1 Standardized Residual
Modified

Variables Entered/Removeda
Variables Variables
Model Entered Removed Method
1 PT, DU, NL, DC, . Enter
TCb

a. Dependent Variable: HL
b. All requested variables entered.

Model Summaryb
Adjusted R Std. Error of the
Model R R Square Square Estimate Durbin-Watson
1 .695a .483 .478 .51580 2.038
a. Predictors: (Constant), PT, DU, NL, DC, TC
b. Dependent Variable: HL

ANOVAa
Model Sum of Squares df Mean Square F Sig.
1 Regression 138.686 5 27.737 104.255 .000b
Residual 148.457 558 .266
Total 287.142 563

a. Dependent Variable: HL
b. Predictors: (Constant), PT, DU, NL, DC, TC

Coefficientsa
Standardized Collinearity
Model Unstandardized Coefficients Coefficients t Sig. Statistics
B Std. Error Beta Tolerance
1 (Constant) -.093 .171 -.542 .588
TC .345 .046 .299 7.479 .000 .579
DU .106 .039 .103 2.710 .007 .643
DC .250 .042 .225 5.928 .000 .645
NL .132 .043 .116 3.095 .002 .663
PT .197 .041 .171 4.818 .000 .737

Collinearity Diagnosticsa
Eigenvalu Condition
Model Dimension e Index Variance Proportions
(Constant) TC DU DC
1 1 5.921 1.000 .00 .00 .00 .00
2 .021 16.909 .04 .01 .53 .03
3 .017 18.446 .01 .00 .28 .22
4 .015 19.797 .01 .05 .02 .73
5 .013 21.320 .91 .00 .00 .02
6 .012 21.777 .02 .94 .17 .00

Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 1.8956 4.8838 3.7207 .49632 564
Residual -2.22938 1.43465 .00000 .51351 564
Std. Predicted Value -3.677 2.343 .000 1.000 564
Std. Residual -4.322 2.781 .000 .996 564

a. Dependent Variable: HL

Charts