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2.1450
Thang đo sự đ p ứng
Reliability Statistics
Cronbach's
N of
Alpha
Items
.896
4
Item-Total Statistics
Scale Mean
Scale
Corrected Cronbach's
if Item
Variance if Item-Total
Alpha if
Deleted
Item
Correlation
Item
Deleted
Deleted
DU1
9.2150
10.190
.730
.881
DU2
9.1100
9.606
.819

.848
DU3
8.9300
9.975
.745
.875
DU4
9.1800
10.058
.786
.860
Thang đo sự tin
Reliability Statistics
Cronbach's
N of
Alpha
Items
.847
4
Item-Total Statistics
Scale Mean
Scale
Corrected Cronbach's
if Item
Variance if Item-Total
Alpha if
Deleted
Item
Correlation
Item

Deleted
Deleted
TC1
12.0800
3.692
.724
.789
TC2
12.2650
3.231
.757
.776
TC3
12.4350
4.307
.612
.837
TC4
12.4200
3.883
.668
.814


Thang đo n ng ự phụ vụ
Reliability Statistics
Cronbach's
N of
Alpha
Items

.894
4
Item-Total Statistics
Scale Mean
Scale
Corrected Cronbach's
if Item
Variance if Item-Total
Alpha if
Deleted
Item
Correlation
Item
Deleted
Deleted
NL1
12.2650
6.708
.828
.840
NL2
12.3400
6.617
.739
.875
NL3
12.2500
6.992
.707
.885

NL4
12.1650
6.993
.797
.853
Thang đo phư ng ti n hữu h nh
Reliability Statistics
Cronbach's
N of
Alpha
Items
.852
5
Item-Total Statistics
Scale Mean if Scale Variance
Corrected ItemCronbach's Alpha if
Item Deleted if Item Deleted Total Correlation
Item Deleted
HH1
13.0200
8.864
.701
.812
HH2
13.0700
9.151
.642
.827
HH3
12.9450

8.344
.678
.818
HH4
13.0250
8.457
.686
.815
HH5
12.8800
9.111
.614
.834
Thang đo sự đồng ả
Reliability Statistics
Cronbach's
N of
Alpha
Items
.670
5
Item-Total Statistics
Scale Mean
Scale
Corrected Cronbach's
if Item
Variance if Item-Total
Alpha if
Deleted
Item

Correlation
Item
Deleted
Deleted
DC1
15.5750
12.095
.323
.670
DC2
14.0750
11.125
.541
.565
DC3
13.8950
12.858
.407
.628
DC4
14.4150
10.676
.497
.583
DC5
13.9200
12.808
.375
.640

Thang đo sự hài lòng
Reliability Statistics
Cronbach's
N of
Alpha
Items
.617
3
Item-Total Statistics
Scale Mean
Scale
Corrected Cronbach's
if Item
Variance if Item-Total
Alpha if
Deleted
Item
Correlation
Item
Deleted
Deleted
HL1
7.9300
.970
.461
.498
HL2
7.6750
.844

.387
.576
HL3
7.8350
.711
.458
.477


PHỤ LỤC 4. PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA
PHÂN TÍCH NHÂN TỐ EFA CHO CÁC NHÂN TỐ ĐỘC LẬP
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling
.725
Adequacy.
2155.27
Approx. Chi-Square
8
Bartlett's Test of
Sphericity
Df
231
Sig.
.000
Total Variance Explained
Compo
Initial Eigenvalues
Extraction Sums of
Rotation Sums of Squared
nent

Squared Loadings
Loadings
Total
% of
Cumulat Total
% of
Cumulat Total
% of
Cumulat
Variance ive %
Variance ive %
Variance ive %
1
3.693 16.787 16.787 3.693 16.787 16.787 3.218 14.628 14.628
2
3.160 14.362 31.149 3.160 14.362 31.149 3.138 14.266 28.894
3
3.114 14.156 45.305 3.114 14.156 45.305 3.093 14.058 42.951
4
2.467 11.212 56.517 2.467 11.212 56.517 2.781 12.639 55.590
5
2.036
9.255 65.772 2.036
9.255 65.772 2.240 10.182 65.772
6
.949
4.311 70.083
7
.878
3.990 74.074

8
.762
3.463 77.537
9
.634
2.881 80.418
10
.569
2.587 83.005
11
.539
2.451 85.457
12
.448
2.036 87.493
13
.437
1.987 89.480
14
.393
1.785 91.265
15
.365
1.658 92.923
16
.326
1.481 94.404
17
.266
1.207 95.611

18
.253
1.152 96.763
19
.222
1.008 97.771
20
.206
.935 98.706
21
.166
.755 99.461
22
.118
.539 100.000
Extraction Method: Principal Component Analysis.


Rotated Component Matrixa
Component
1
2
3
4
.815
.807
.800
.773
.747
.914

.882
.856
.807
.904
.888
.855
.839
.866
.843
.824
.762

5

HH1
HH4
HH3
HH2
HH5
NL1
NL4
NL2
NL3
DU2
DU4
DU3
DU1
TC2
TC1
TC4

TC3
DC2
.762
DC4
.732
DC3
.640
DC5
.616
DC1
.514
a. Rotation converged in 5 iterations.
PHÂN TÍCH NHÂN TỐ EFA CHO NHÂN TỐ PHỤ THUỘC
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling
.638
Adequacy.
Approx. Chi-Square
71.584
Bartlett's Test of
Df
3
Sphericity
Sig.
.000
Total Variance Explained
Compone
Initial Eigenvalues
Extraction Sums of Squared
nt

Loadings
Total
% of
Cumulative
Total
% of
Cumulative
Variance
%
Variance
%
1
1.723
57.420
57.420
1.723
57.420
57.420
2
.703
23.440
80.860
3
.574
19.140
100.000
Extraction Method: Principal Component Analysis.


Component Matrixa

Component
1
HL3
.784
HL1
.778
HL2
.708


PHỤ LỤC 5. PHÂN TÍCH HỒI QUY TUYẾN TÍNH BỘI
Model Summaryb
Mode
R
R
Adjusted R Std. Error of
l
Square
Square
the Estimate
a
1
.870
.749
.735
.31602
a. Predictors: (Constant), DC, DU, TC, HH, NL
b. Dependent Variable: HL

Model

Sum of
Squares

ANOVAa
df

Mean
Square

Regressio
15.772
5
3.154
n
1
Residual
19.375
194
.100
Total
35.147
199
a. Dependent Variable: HL
b. Predictors: (Constant), DC, DU, TC, HH, NL

Model

(Constant)

Coefficientsa
Unstandardized
Standardize
Coefficients
d
Coefficients
B
Std. Error
Beta
.880

.250

DU
.097
.269
1 TC
HH
.162
NL
.208
DC
.070
a. Dependent Variable: HL

.022
.036
.031
.027
.027

.240
.405
.280
.424
.137

DurbinWatson
1.704

F
31.586

t

Sig.
.000b

Sig.

Collinearity
Statistics
Toleranc
e

3.525

.001

4.478

7.487
5.199
7.824
2.531

.000
.000
.000
.000
.012

.992
.970
.977
.968
.965

VIF

1.009
1.031
1.023
1.033
1.036