# Phát triển dịch vụ ngân hàng dành cho khách hàng cao cấp tại các ngân hàng thương mại ở Việt Nam

306

Descriptive Statistics
Minimu Maximu
Mean
m
m
Statistic Statistic Statistic
Std.
Error
2
5
3.44
.037
2
5
3.41
.037
2
5
3.45

.036
2.00
5.00 3.4325
.03277

Std.
Deviation
Statistic
.652
.647
.637
.57321

Nhà quản lý khách hàng

QL1
QL2
QL3
QL4
QL5
QL6
QL7
QL
Valid N
(listwise)

Descriptive Statistics
N
Minimu Maximu
m
m
306
1
5
306
2
5
306
2

5
306
2
5
306
2
5
306
2
5
306
2
5
306
2.00
5.00

Mean
3.87
3.76
3.67
3.60
3.48
3.81
3.58
3.6825

Std.
Deviation
.584
.616
.657
.696
.697
.630
.649
.52676

306

Giá dịch vụ

GI1
GI2
GI3
GI
Valid N
(listwise)

Descriptive Statistics
N
Minimu Maximu
m
m
306
2
5
306
2
5
306
2
5
306
2.00
5.00

Mean
3.69
3.63
3.71
3.6776

Std.
Deviation
.541
.593
.522
.50125

306

Sự hài lòng

N
HL1
HL2
HL3
hailong
Valid N
(listwise)

Descriptive Statistics
Minimu Maximu
m
m

306
306
306
306
306

2
2
2
2.00

5
5
5
5.00

Mean
3.65
3.57
3.38
3.5327

Std.
Deviation
.588
.609
.668
.54574

4. Phân tích tương quan
Correlations
HL

HL

Pearson
Correlation

TT

TC

VC

DV

DT

AT

KQ

QL

GI

1

Sig. (2-tailed)
TT

Pearson
Correlation
Sig. (2-tailed)

TC

Pearson
Correlation
Sig. (2-tailed)

VC

Pearson
Correlation
Sig. (2-tailed)

DV

Pearson
Correlation
Sig. (2-tailed)

DT

Pearson
Correlation
Sig. (2-tailed)

AT

Pearson
Correlation
Sig. (2-tailed)

KQ

Pearson
Correlation
Sig. (2-tailed)

QL

Pearson
Correlation
Sig. (2-tailed)

GI

Pearson
Correlation
Sig. (2-tailed)

.826**

1

.000
.674** .637**
.000

1

.000

.498** .423** .518**
.000

.000

1

.000

.535** .520** .468** .440**
.000

.000

.000

1

.000

.562** .554** .522** .301** .380**
.000

.000

.000

.000

1

.000

.665** .602** .544** .389** .426** .533**
.000

.000

.000

.000

.000

1

.000

.625** .633** .512** .368** .459** .526** .589**
.000

.000

.000

.000

.000

.000

1

.000

.757** .681** .649** .520** .495** .527** .620** .651**
.000

.000

.000

.000

.000

.000

.000

1

.000

.743** .657** .570** .488** .556** .426** .578** .583** .727**
.000

.000

.000

.000

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

.000

.000

.000

.000

.000

1

5. Phân tích hồi quy
Hồi quy biến độc lập đến sự hài lòng

Mode
l

R

R Square

Model Summaryb
Square
the Estimate

DurbinWatson

1
.850a
.723
.716
.29090
a. Predictors: (Constant), GI, DT, VC, DV, AT, KQ, TC, QL
b. Dependent Variable: HL

Model
Regression

Sum of
Squares
65.706

ANOVAa
df
Mean
Square
8
8.213

1.767

F

Sig.

97.055

.000b

1

Residual
25.134
297
.085
Total
90.840
305
a. Dependent Variable: HL
b. Predictors: (Constant), GI, DT, VC, DV, AT, KQ, TC, QL

Model

(Constant
)
TC
VC

Unstandardized
Coefficients
B
Std.
Error
-.640

.172

.185
.026

.049
.038

.063
.118
.184
.051

QL
.226
GI
.308
a. Dependent Variable: HL

1

DV
DT
AT
KQ

Coefficientsa
Standardized
Coefficients
Beta

t

Sig.

Collinearity
Statistics
Toleranc
VIF
e

-3.726

.000

.169
.027

3.802
.703

.000
.483

.473
.638

2.114
1.567

.050
.047
.050
.042

.049
.099
.159
.053

1.265
2.494
3.683
1.213

.207
.013
.000
.226

.619
.591
.497
.480

1.614
1.692
2.012
2.081

.056
.053

.218
.283

4.059
5.797

.000
.000

.323
.392

3.091
2.551

Hồi quy biến độc lập, biến kiểm soát đến lòng trung thành
Model Summaryb
R
R Square Adjusted R Std. Error of
Square
the Estimate
a
.857
.735
.716
.29078

Mode
l
1

DurbinWatson
1.774

a. Predictors: (Constant), tren5ty, Gioi tinh, caodang, DV, huutri,
trendaihoc, tu41den50, congchuc, DT, VC, tu3den5ty, tu31den40, KQ,
AT, doanhnhan, TC, GI, tren50, QL, daihoc
b. Dependent Variable: HL

Model

Sum of
Squares
66.743

Regression
1

Residual
Total

ANOVAa
df

24.097
90.840

Mean
Square
3.337

20
285
305

F
39.469

Sig.
.000b

.085

a. Dependent Variable: HL
b. Predictors: (Constant), tren5ty, Gioi tinh, caodang, DV, huutri, trendaihoc,
tu41den50, congchuc, DT, VC, tu3den5ty, tu31den40, KQ, AT, doanhnhan, TC,
GI, tren50, QL, daihoc

Model

Unstandardized
Coefficients

-.668
.202
.037

Std.
Error
.192
.051
.039

DV
DT
AT
KQ

.056
.133
.206
.053

QL
GI
Gioi tinh

.224
.281
.027

B
(Constant)
TC
VC

1

Coefficientsa
Standardiz
ed
Coefficient
s

t

Sig.

Beta

Collinearity
Statistics
Tolerance

VIF

.184
.038

-3.483
3.957
.956

.001
.000
.340

.429
.587

2.331
1.704

.052
.050
.051
.043

.043
.112
.179
.056

1.079
2.678
4.023
1.242

.281
.008
.000
.215

.579
.531
.469
.459

1.728
1.884
2.132
2.179

.057
.055
.036

.216
.258
.025

3.927
5.105
.771

.000
.000
.442

.308
.365
.871

3.252
2.737
1.148

tu31den40
tu41den50

-.013
.005

.051
.056

-.012
.004

-.265
.080

.791
.936

.487
.405

2.053
2.466

tren50
doanhnhan

.058
.008

.075
.051

.040
.007

.779
.158

.437
.875

.355
.471

2.813
2.125

congchuc
huutri
trendaihoc
daihoc
caodang

.058
.004
-.142
-.076
-.062

.047
.086
.091
.088
.103

.051
.002
-.120
-.069
-.031

1.219
.048
-1.561
-.868
-.599

.224
.962
.120
.386
.550

.538
.499
.157
.147
.357

1.858
2.003
6.371
6.819
2.802

tu3den5ty

-.021

.047

-.016

-.444

.658

.674

1.483

tren5ty
-.091
a. Dependent Variable: HL

.051

-.078

-1.799

.073

.499

2.003

Hồi quy sự hài lòng đến lòng trung thành
Model Summaryb
Mode
l

R

1

.826a

R Square

Square

.683

Std. Error of
the Estimate

.682

DurbinWatson

.34036

1.844

a. Predictors: (Constant), HL
b. Dependent Variable: TT
ANOVAa
Model

1

Sum of
Squares

df

Mean
Square

Regression

75.779

1

Residual

35.216

304

110.995

305

Total

F

Sig.

75.779 654.153

.000b

.116

a. Dependent Variable: TT
b. Predictors: (Constant), HL

Model

Unstandardized
Coefficients
B

1

Standardized
Coefficients

Std. Error

(Constant)

.393

.128

HL

.913

.036

t

Sig.

Beta

.826

3.081

.002

25.576

.000

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