Luận án Các yếu tố ảnh hưởng đến sự hài lòng của khách hàng doanh nghiệp với dịch vụ tín dụng của các ngân hàng thương mại tại tỉnh Thái Nguyên
Gradually equitize the SOCBs in a prudent manner, to ensure stable socio- economic
conditions and safety of the banking system. Permit the foreign investors, particularly the
banks with financial, technology, management capacity and reputation to buy the shares of
Vietnam‘s commercial banks. Over the long term, the State only needs to hold controlling or
large shares in a few equitized SOCBs, depending on the specific condition of each bank and
the needs for management, safety and efficient operation of the banking system, so as to
further integrate the market and discipline principles in commercial banks‘ operations;
Fundamentally renovate the management mechanism with respect to the SOCBs and
other credit institutions. Accordingly, the credit institutions truly have autonomy (in finance,
operation, management, organization structure, personnel). They are also fully selfresponsible for business performance and operation in a transparent, equal legal framework.
This is based on separating the functions of a central bank and governance of the SBV from
the business function of the credit institutions, separating the tasks of State‘s financial
agencies from those of State Bank of Vietnam (SBV). Apart from governance, the
relationship between SBV and credit institutions is also an economic one on the basis of
pursuing market principles, transparency, elimination of subsidies, privileges, bias and
business monopolies. The SBV has a key role in establishing a favorable environment for
operations of money market and banking system by promulgating the regulations, policies,
regulating the money market and monitoring the safety and implementation of the regulations
in such operations
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Email: ........................................................................................ Website: ..........................................................
Name of respondent: .............................................................................................................................................
Position: ..................................................................................................................................................................
II. CHARACTERISTICS OF ENTERPRISE
1. What is your enterprise current legal status?
Limited Co. Collective
Joint stock Co. Joint venture
State owner enterprises 100% foreign capital enterprise
Private Others
2. Main business area of your Enterprise is?
Production of heavy industry Forestry
Production of light industry Electronic
Agriculture Service and Commerce
Construction
3. How many years has your Enterprises already been active up to now?
Below 1 year From 3 to 5 years
From 1 to 3 years From 5 to 10 years
Upper 10 years
4. Business capital of your Enterprise by the end of 2015 was:
Below 500 million VND From 50 to 200 billion VND
From 500 million to 1 billion VND From 200 to 500 billion VND
From 1 to 10 billion VND Upper 500 billon VND
From 10 to 50 billion VND
123
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o
QUESTIONNAIR
FOR ENTERPRISES
5. Total loan from bank are:
Below 10% From 40% to 60%
From 10% to 20% From 60% to 80%
From 20% to 40% % Upper 80%
6. Total revenue of your enterprise in 2015?
Below 500 million VND From 100 to 500 billion VND
From 500 million to 1 billion VND From 500 to 1000 billion VND
From 1 to 10 billion VND Upper 1000 billon VND
From 10 to 100 billion VND
7. Total cost of your enterprise in 2015?
Below 500 million VND From 100 to 500 billion VND
From 500 million to 1 billion VND From 500 to 1000 billion VND
From 1 to 10 billion VND Upper 1000 billon VND
From 10 to 100 billion VND
8. Total transaction through the bank 2015?
Below 500 million VND From 100 to 500 billion VND
From 500 million to 1 billion VND From 500 to 1000 billion VND
From 1 to 10 billion VND Upper 1000 billon VND
From 10 to 100 billion VND
III. BANKING SERVICES THAT YOUR ENTERPRISE HAS USED UP TO NOW
9. Which bank has your enterprise been using up to now :
Dong A Bank Vietcombank ABBank Shinhan Bank
BIDV VPBank VIB Seabank
Agribank Techcombank Lienvietpostbank Eximbank
Viettinbank NCB SHB Sacombank
ACB MB bank Maritime Bank Nam Á bank
IV.
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QUESTIONNAIR
FOR ENTERPRISES
10. Which bank is your enterprise using now?
Dong A Bank Vietcombank ABBank Shinhan Bank
BIDV VPBank VIB Seabank
Agribank Techcombank Lienvietpostbank Eximbank
Viettinbank NCB SHB Sacombank
ACB MB bank Maritime Bank Nam Á bank
11. Which are the two most often used banks and what are the credit services that your
enterprise used of this bank?
Bank 1: .. Bank 2: .
Short term lending Short term lending
Medium term lending Medium term lending
Long term lending Long term lending
Project financing Project financing
Financing package in special sector Financing package in special sector
Exporting Financing Exporting Financing
Importing Financing Importing Financing
Business overdraft Business overdraft
Factoring Factoring
Loan on discounted valuable papers
Loan on discounted valuable papers
Foreign currency denominated loans Foreign currency denominated loans
Leasing Leasing
Others .......................................................... Others ........................................................................................................................................................................
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QUESTIONNAIR
FOR ENTERPRISES
12. Please assess the satisfaction of your enterprise with credits services of these bank?
1. Very dissatisfied; 2. Dissatisfied; 3. No ideal; 4. Satisfied; 5. Very satisfied
No
Services
Bank 1 Bank 2
1 2 3 4 5 1 2 3 4 5
1 Short term lending
2 Medium term lending
3 Long term lending
4 Project financing
5 Financing package in
special sector
6 Exporting Financing
7 Importing Financing
8 Business overdraft
9 Factoring
10
Loan on discounted
valuable papers
11 Foreign currency
denominated loans
12 Leasing
13 Others
Total satisfaction with
credit services of Bank
126
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QUESTIONNAIR
FOR ENTERPRISES
V. INFLUENCE FACTOR TO SATISFACTION
13. Please assess the importance of these factors to your satisfaction with credits services of
the bank?
1. Very unimportant; 2. Unimportant; 3: Average; 4. Important; 5. Very important
Factors 1 2 3 4 5
IMA Image of Bank
IMA1 Bank has done perennial business
IMA2 Bank has derived the state banks
IMA3 Bank has the prestigious award certificate
IMA4
Bank has the facade of the headquarters,
transaction that creates a good impression
UTI Utility
UTI1 Bank has transactions with convenient location.
UTI2 Bank has wide network transactions.
UTI3 Bank has the modern equipment, machinery
system
UTI4 Bank has convenient timing work.
UTI5 Bank has a rich portfolio of services
UTI6 Bank has easily accessible services
UTI7 Bank has easy transaction procedures.
UTI8 Bank has easy-to-see trading desk and convenient
layout
EMP Empathy
EMP1 Bank has concerns for customers on service
quality
EMP2 Staffs of Bank understand customer needs
EMP3 Staffs of Bank take care of customers.
EMP4 Staffs of Bank provide benefit to customers
EMP5 Bank has growth supporting policies for
customers.
EMP6 Bank has difficulty supporting policies for
customers.
127
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QUESTIONNAIR
FOR ENTERPRISES
1. Very unimportant; 2. Unimportant; 3: Average; 4. Important; 5. Very important
Factors 1 2 3 4 5
ASS Assurance
ASS1 Bank has insurance for services
ASS2 Bank commitments are clear and fully.
ASS3 Bank has the ability to supply service for changes
of customer needs
ASS4 Personal information of customers are secured as
promised
ASS5 Invoices, transaction documents, the statement are
full, clear and precise
PRI Price
PRI1 Bank has reasonable service charges
PRI2 Bank has appropriate lending interest rate
PRI3 Bank has reasonable deposit interest rates with
customers' account balance
BS Buying situation
BS1 The necessity of the transaction
BS2 Bank has enthusiasm and efficiency advisory staff
BS3 Grievances are receptive and good handling
BS4 Bank has policies to encourage customers using
their service in long-term
VI. PROPOSAL TO BANKING SERVICES
14. Please give some proposals for commercial bank system in Thainguyen to satisfy your
demand better?
.................................................................................................................................................................................
.................................................................................................................................................................................
..................................................................................................................................................................................
..................................................................................................................................................................................
..................................................................................................................................................................................
Thank you for your help!
128
APPENDIX 5: SPSS RESULTS
Frequency Table
Position
Frequency Percent Valid Percent
Cumulative
Percent
Valid Manager 223 63.7 63.7 63.7
Accountant 88 25.1 25.1 88.9
Project staff 39 11.1 11.1 100.0
Total 350 100.0 100.0
Legal status
Frequency Percent Valid Percent Cumulative Percent
Valid Limited Co. 149 42.6 42.6 42.6
Joint stock Co. 101 28.9 28.9 71.4
State owner enterprises 2 .6 .6 72.0
Collective 97 27.7 27.7 99.7
100% foreign capital
enterprise
1 .3 .3 100.0
Total 350 100.0 100.0
Business capital
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below 500 million VND 31 8.9 8.9 8.9
From 500 million to 1 billion
VND
73 20.9 20.9 29.7
From 1 to 10 billion VND 185 52.9 52.9 82.6
From 10 to 50 billion VND 42 12.0 12.0 94.6
From 50 to 200 billion VND 12 3.4 3.4 98.0
From 200 to 500 billion VND 3 .9 .9 98.9
Upper 500 billon 4 1.1 1.1 100.0
Total 350 100.0 100.0
Gender
Frequency Percent Valid Percent
Cumulative
Percent
Valid Male 192 54.9 54.9 54.9
Female 158 45.1 45.1 100.0
Total 350 100.0 100.0
129
Location of sample enterprises
Frequency Percent Valid Percent
Cumulative
Percent
Valid Dai Tu 14 4.0 4.0 4.0
Dinh Hoa 16 4.6 4.6 8.6
Dong Hy 23 6.6 6.6 15.1
Pho Yen 26 7.4 7.4 22.6
Phu Binh 8 2.3 2.3 24.9
Phu Luong 15 4.3 4.3 29.1
Song Cong 36 10.3 10.3 39.4
Thai Nguyen 201 57.4 57.4 96.9
Vo Nhai 11 3.1 3.1 100.0
Total 350 100.0 100.0
Main business area
Frequency Percent Valid Percent
Cumulative
Percent
Valid Production of heavy
industry
57 16.3 16.3 16.3
Production of light industry 23 6.6 6.6 22.9
Agriculture 17 4.9 4.9 27.7
Forestry 15 4.3 4.3 32.0
Electronic 11 3.1 3.1 35.1
Service 165 47.1 47.1 82.3
Construction 62 17.7 17.7 100.0
Total 350 100.0 100.0
Lifetime
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below 1 year 5 1.4 1.4 1.4
From 1 to 3 years 27 7.7 7.7 9.1
From 3 to 5 years 36 10.3 10.3 19.4
From 5 to 10 years 198 56.6 56.6 76.0
Upper 10 year 84 24.0 24.0 100.0
Total 350 100.0 100.0
Total loan from bank
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below 10% 81 23.1 23.1 23.1
From 10% to 20% 147 42.0 42.0 65.1
From 20% to 40% 99 28.3 28.3 93.4
130
From 40% to 60% 23 6.6 6.6 100.0
Total 350 100.0 100.0
Total revenue
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below 500 million VND 8 2.3 2.3 2.3
From 500 million to 1 billion
VND
68 19.4 19.4 21.7
From 1 to 10 billion VND 201 57.4 57.4 79.1
From 10 to 100 billion VND 55 15.7 15.7 94.9
From 100 to 500 billion VND 11 3.1 3.1 98.0
From 500 to 1,000 billion VND 3 .9 .9 98.9
Upper 1,000 billon 4 1.1 1.1 100.0
Total 350 100.0 100.0
Total cost
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below 500 million VND 19 5.4 5.4 5.4
From 500 million to 1
billion VND
64 18.3 18.3 23.7
From 1 to 10 billion VND 201 57.4 57.4 81.1
From 10 to 100 billion VND 48 13.7 13.7 94.9
From 100 to 500 billion
VND
10 2.9 2.9 97.7
From 500 to 1,000 billion
VND
7 2.0 2.0 99.7
Upper 1,000 billon 1 .3 .3 100.0
Total 350 100.0 100.0
Total transaction through the bank
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below 500 million VND 15 4.3 4.3 4.3
From 500 million to 1
billion VND
71 20.3 20.3 24.6
From 1 to 10 billion VND 199 56.9 56.9 81.4
From 10 to 100 billion VND 46 13.1 13.1 94.6
From 100 to 500 billion
VND
13 3.7 3.7 98.3
From 500 to 1,000 billion
VND
4 1.1 1.1 99.4
Upper 1,000 billon 2 .6 .6 100.0
131
Total 350 100.0 100.0
Custom Tables: Used Bank or not
Custom Tables: Using Bank or not
Count Column N %
Dong A Bank Yes 12 3.4%
No 338 96.6%
BIDV Yes 182 52.1%
Count Column N %
Dong A Bank Yes 14 4.0%
No 336 96.0%
BIDV Yes 187 53.4%
No 163 46.6%
Agribank Yes 132 37.7%
No 218 62.3%
Viettinbank Yes 212 60.6%
No 118 40.3%
ACB Yes 8 2.3%
No 342 97.7%
Vietcombank Yes 23 6.6%
No 327 93.4%
VPBank Yes 16 4.6%
No 334 95.4%
Techcombank Yes 38 10.9%
No 312 89.1%
NCB Yes 4 1.1%
No 346 98.9%
MB bank Yes 53 15.1%
No 297 84.9%
ABBank Yes 17 4.9%
No 331 95.1%
VIB Yes 18 5.1%
No 332 94.9%
Lienvietpostbank Yes 3 0.9%
No 347 99.1%
SHB Yes 5 1.4%
No 345 98.6%
Maritime Bank Yes 6 1.7%
No 344 98.3%
Shinhan Bank Yes 1 0.3%
No 349 99.7%
Seabank Yes 4 1.1%
No 345 98.9%
Sacombank Yes 30 8.6%
No 320 91.4%
132
No 167 47.9%
Agribank Yes 125 35.7%
No 225 64.3%
Viettinbank Yes 212 60.6%
No 138 39.4%
ACB Yes 6 1.7%
No 344 98.3%
Vietcombank Yes 13 3.7%
No 337 96.3%
VPBank Yes 11 3.1%
No 339 96.9%
Techcombank Yes 33 9.4%
No 317 90.6%
NCB Yes 2 0.6%
No 348 99.4%
MB bank Yes 52 14.9%
No 298 85.1%
ABBank Yes 15 4.3%
No 335 95.7%
VIB Yes 15 4.3%
No 335 95.7%
Lienvietpostbank Yes 3 0.9%
No 347 99.1%
SHB Yes 3 0.9%
No 347 99.1%
Maritime Bank Yes 4 1.1%
No 346 98.9%
Shinhan Bank Yes 1 0.3%
No 349 99.7%
Seabank Yes 4 1.1%
No 346 98.9%
Eximbank Yes 0 0.0%
No 350 100.0%
Sacombank Yes 30 8.6%
No 320 91.4%
Most often used Banks
Frequency Percent Valid Percent
Cumulative
Percent
Valid SHB 1 .3 .3 .3
Shinhan Bank 1 .3 .3 .6
Sea Bank 1 .3 .3 .9
VPBank 1 .3 .3 1.1
NCB 1 .3 .3 1.4
Đông Á 2 .6 .6 2.0
ABBank 2 .6 .6 2.6
133
ACB 2 .6 .6 3.1
Sacombank 3 .9 .9 4.0
VIB 4 1.1 1.1 5.1
Vietcombank 8 2.3 2.3 7.4
Techcombank 8 2.3 2.3 9.7
MB bank 16 4.6 4.6 14.3
Agribank 74 21.1 21.1 35.4
BIDV 112 32.0 32.0 67.4
Viettinbank 114 32.6 32.6 100.0
Total 350 100.0 100.0
Short term lending Medium term lending
Yes No Yes No
Count Count Count Count
Most often
used Banks
Đông Á 2 0 1 1
MB bank 15 1 2 14
ABBank 1 1 0 2
VIB 3 1 2 2
Lienvietpostbank 0 0 0 0
SHB 1 0 0 1
Maritime Bank 0 0 0 0
Shinhan Bank 0 1 0 1
Sea Bank 0 1 0 1
Eximbank 0 0 0 0
Sacombank 3 0 2 1
BIDV 94 18 42 69
Nam Á Bank 0 0 0 0
Agribank 56 18 26 48
Viettinbank 73 40 47 67
ACB 2 0 0 2
Vietcombank 6 2 2 6
VPBank 1 0 1 0
Techcombank 8 0 5 3
SHBC 1 0 0 1
Long term lending Project financing
Yes No Yes No
Count Count Count Count
Most often used Banks Đông Á 0 2 0 2
MB bank 1 15 0 16
ABBank 1 1 0 2
134
VIB 1 3 0 4
Lienvietpostbank 0 0 0 0
SHB 0 1 0 1
Maritime Bank 0 0 0 0
Shinhan Bank 1 0 0 1
Sea Bank 0 1 0 1
Eximbank 0 0 0 0
Sacombank 0 3 0 3
BIDV 21 91 19 93
Nam Á Bank 0 0 0 0
Agribank 14 60 7 67
Viettinbank 30 84 10 104
ACB 0 2 0 2
Vietcombank 2 6 0 8
VPBank 0 1 0 1
Techcombank 0 8 0 8
SHBC 0 1 0 1
Financing package in special sector
Exporting
Financing
Yes No No
Count Count Count
Most often used Banks Đông Á 0 2 2
MB bank 0 16 16
ABBank 0 2 2
VIB 0 4 4
Lienvietpostbank 0 0 0
SHB 0 1 1
Maritime Bank 0 0 0
Shinhan Bank 0 1 1
Sea Bank 0 1 1
Eximbank 0 0 0
Sacombank 0 3 3
BIDV 1 111 112
Nam Á Bank 0 0 0
Agribank 0 74 74
Viettinbank 2 112 114
ACB 0 2 2
Vietcombank 1 7 8
VPBank 0 1 1
Techcombank 0 8 8
SHBC 0 1 1
135
Importing Financing Business overdraft Factoring
Yes No Yes No Yes
Count Count Count Count Count
Most often used Banks Đông Á 0 2 1 1 0
MB bank 0 16 0 16 1
ABBank 0 2 0 2 0
VIB 0 4 0 4 0
Lienvietpostbank 0 0 0 0 0
SHB 0 1 0 1 0
Maritime Bank 0 0 0 0 0
Shinhan Bank 0 1 0 1 0
Sea Bank 0 1 0 1 1
Eximbank 0 0 0 0 0
Sacombank 0 3 0 3 0
BIDV 0 112 20 92 11
Nam Á Bank 0 0 0 0 0
Agribank 0 74 4 70 6
Viettinbank 2 112 9 105 8
ACB 0 2 0 2 0
Vietcombank 0 8 2 6 0
VPBank 0 1 0 1 0
Techcombank 0 8 0 8 0
SHBC 0 1 0 1 0
Factoring Loan on discounted valuable papers
No Yes No
Count Count Count
Most often used Banks Đông Á 2 0 2
MB bank 15 0 16
ABBank 2 0 2
VIB 4 0 4
Lienvietpostbank 0 0 0
SHB 1 0 1
Maritime Bank 0 0 0
Shinhan Bank 1 0 1
Sea Bank 0 0 1
Eximbank 0 0 0
Sacombank 3 0 3
BIDV 101 1 111
Nam Á Bank 0 0 0
Agribank 68 0 74
Viettinbank 106 0 114
136
ACB 2 0 2
Vietcombank 8 1 7
VPBank 1 0 1
Techcombank 8 0 8
SHBC 1 0 1
Foreign currency denominated loans Leasing
Yes No No
Count Count Count
Most often used Banks Đông Á 0 2 2
MB bank 0 16 16
ABBank 0 2 2
VIB 0 4 4
Lienvietpostbank 0 0 0
SHB 0 1 1
Maritime Bank 0 0 0
Shinhan Bank 0 1 1
Sea Bank 0 1 1
Eximbank 0 0 0
Sacombank 0 3 3
BIDV 1 111 112
Nam Á Bank 0 0 0
Agribank 0 74 74
Viettinbank 1 113 114
ACB 0 2 2
Vietcombank 0 8 8
VPBank 0 1 1
Techcombank 0 8 8
SHBC 0 1 1
Second often used Banks
Frequency Percent Valid Percent
Cumulative
Percent
Valid Maritime Bank 1 .3 .3 .3
Đông Á 2 .6 .6 .9
Lienvietpostbank 2 .6 .6 1.4
SHB 2 .6 .6 2.0
VPBank 4 1.1 1.1 3.1
ABBank 7 2.0 2.0 5.1
Vietcombank 8 2.3 2.3 7.4
VIB 9 2.6 2.6 10.0
Techcombank 12 3.4 3.4 13.4
Sacombank 13 3.7 3.7 17.1
137
MB bank 14 4.0 4.0 21.1
Agribank 32 9.1 9.1 30.3
BIDV 58 16.6 16.6 46.9
Viettinbank 64 18.3 18.3 65.1
122 34.9 34.9 100.0
Total 350 100.0 100.0
Short term lending Medium term lending
Yes No Yes No
Count Count Count Count
Second often used Banks 0 0 0 0
Đông Á 2 0 0 2
MB bank 12 2 3 11
ABBank 7 0 0 7
VIB 6 3 2 7
Lienvietpostbank 2 0 0 2
SHB 2 0 0 2
Maritime Bank 1 0 0 1
Shinhan Bank 0 0 0 0
Sea Bank 0 0 0 0
Eximbank 0 0 0 0
Sacombank 9 4 4 9
BIDV 46 11 11 46
Nam Á Bank 0 0 0 0
Agribank 25 7 7 25
Viettinbank 50 14 13 51
ACB 0 0 0 0
Vietcombank 5 3 1 7
VPBank 3 1 1 3
Techcombank 11 1 4 8
SHBC 0 0 0 0
Long term lending Project financing
Yes No Yes No
Count Count Count Count
Second often used Banks 0 0 0 0
Đông Á 0 2 0 2
MB bank 3 11 0 14
ABBank 0 7 0 7
VIB 1 8 0 9
Lienvietpostbank 0 2 0 2
SHB 0 2 0 2
138
Maritime Bank 0 1 0 1
Shinhan Bank 0 0 0 0
Sea Bank 0 0 0 0
Eximbank 0 0 0 0
Sacombank 0 13 0 13
BIDV 10 47 2 55
Nam Á Bank 0 0 0 0
Agribank 4 28 2 30
Viettinbank 21 43 14 50
ACB 0 0 0 0
Vietcombank 2 6 0 8
VPBank 0 4 0 4
Techcombank 1 11 0 12
SHBC 0 0 0 0
Financing package in special sector
Exporting
Financing
Yes No Yes
Count Count Count
Second often used Banks 0 0 0
Đông Á 0 2 0
MB bank 0 14 0
ABBank 0 7 0
VIB 0 9 0
Lienvietpostbank 0 2 0
SHB 0 2 0
Maritime Bank 0 1 0
Shinhan Bank 0 0 0
Sea Bank 0 0 0
Eximbank 0 0 0
Sacombank 1 12 0
BIDV 0 57 0
Nam Á Bank 0 0 0
Agribank 2 30 0
Viettinbank 0 64 0
ACB 0 0 0
Vietcombank 0 8 0
VPBank 0 4 0
Techcombank 1 11 0
SHBC 0 0 0
Exporting
Financing
Importing Financing
Business
overdraft
139
No Yes No Yes
Count Count Count Count
Second often used Banks 0 0 0 0
Đông Á 2 0 2 0
MB bank 14 0 14 0
ABBank 7 0 7 0
VIB 9 0 9 0
Lienvietpostbank 2 0 2 0
SHB 2 0 2 0
Maritime Bank 1 0 1 0
Shinhan Bank 0 0 0 0
Sea Bank 0 0 0 0
Eximbank 0 0 0 0
Sacombank 13 0 13 0
BIDV 57 0 57 0
Nam Á Bank 0 0 0 0
Agribank 32 0 32 0
Viettinbank 64 0 64 1
ACB 0 0 0 0
Vietcombank 8 0 8 0
VPBank 4 0 4 0
Techcombank 12 0 12 1
SHBC 0 0 0 0
Business
overdraft
Factoring
Loan on
discounted
valuable papers
No Yes No Yes
Count Count Count Count
Second often used Banks 0 0 0 0
Đông Á 2 0 2 0
MB bank 14 1 13 0
ABBank 7 0 7 0
VIB 9 0 9 0
Lienvietpostbank 2 0 2 0
SHB 2 0 2 0
Maritime Bank 1 0 1 0
Shinhan Bank 0 0 0 0
Sea Bank 0 0 0 0
Eximbank 0 0 0 0
Sacombank 13 0 13 1
BIDV 57 0 57 1
Nam Á Bank 0 0 0 0
140
Agribank 32 0 32 0
Viettinbank 63 3 61 0
ACB 0 0 0 0
Vietcombank 8 0 8 0
VPBank 4 0 4 0
Techcombank 11 0 12 0
SHBC 0 0 0 0
Loan on
discounted
valuable papers
Foreign currency denominated
loans
No Yes No
Count Count Count
Second often used Banks 0 0 0
Đông Á 2 0 2
MB bank 14 0 14
ABBank 7 0 7
VIB 9 0 9
Lienvietpostbank 2 0 2
SHB 2 0 2
Maritime Bank 1 0 1
Shinhan Bank 0 0 0
Sea Bank 0 0 0
Eximbank 0 0 0
Sacombank 12 0 13
BIDV 56 0 57
Nam Á Bank 0 0 0
Agribank 32 0 32
Viettinbank 64 0 64
ACB 0 0 0
Vietcombank 8 0 8
VPBank 4 0 4
Techcombank 12 1 11
SHBC 0 0 0
Leasing
Yes No
Count Count
Second often used Banks 0 0
Đông Á 0 2
MB bank 0 14
ABBank 0 7
VIB 0 9
141
Lienvietpostbank 0 2
SHB 0 2
Maritime Bank 0 1
Shinhan Bank 0 0
Sea Bank 0 0
Eximbank 0 0
Sacombank 0 13
BIDV 0 57
Nam Á Bank 0 0
Agribank 0 28
Viettinbank 0 64
ACB 0 0
Vietcombank 0 8
VPBank 0 4
Techcombank 0 12
SHBC 0 0
Means
Report
Most often used
Banks
Short
term
lending
Medium
term
lending
Long
term
lending
Project
financing
Financing
package
in special
sector
Importin
g
Financing
Business
overdraft
Đông Á Mean 4.00 3.00 4.00
N 2 1 1
Std.
Deviation
.000 . .
MB bank Mean 3.80 4.00 4.00
N 15 2 1
Std.
Deviation
.775 .000 .
ABBank Mean 4.00 4.00
N 1 1
Std.
Deviation
. .
VIB Mean 4.00 4.00 4.00
N 3 2 1
Std.
Deviation
.000 .000 .
SHB Mean 4.00
N 1
Std.
Deviation
.
142
Shinhan
Bank
Mean 4.00
N 1
Std.
Deviation
.
Sea Bank Mean
N
Std.
Deviation
Sacomban
k
Mean 4.00 3.50 4.00
N 3 2 1
Std.
Deviation
.000 .707 .
BIDV Mean 4.05 4.12 4.00 3.95 5.00 4.23
N 95 42 22 20 1 22
Std.
Deviation
.446 .328 .309 .394 . .429
Agribank Mean 3.89 3.92 4.00 4.00 3.75
N 56 26 12 8 4
Std.
Deviation
.366 .272 .426 .756 .500
Viettinban
k
Mean 3.79 3.94 3.76 3.90 4.00 4.00 3.80
N 73 49 29 10 4 2 10
Std.
Deviation
.526 .377 .511 .568 .000 .000 .422
ACB Mean 4.00
N 2
Std.
Deviation
.000
Vietcomb
ank
Mean 4.00 3.50 4.00 4.00 4.00
N 6 2 2 1 1
Std.
Deviation
.000 .707 .000 . .
VPBank Mean 4.00 5.00
N 1 1
Std.
Deviation
. .
Techcomb
ank
Mean 3.87 3.00
N 8 5
Std.
Deviation
.354 .000
SHBC Mean 4.00
N 1
Std.
Deviation
.
Total Mean 3.93 3.95 3.90 3.95 4.17 4.00 4.05
N 267 132 69 38 6 2 39
143
Std.
Deviation
.469 .416 .425 .517 .408 .000 .456
Report
Most often used Banks Factoring
Loan on discounted
valuable papers
Foreign currency
denominated loans
Đông Á Mean
N
Std. Deviation
MB bank Mean 4.00
N 1
Std. Deviation .
ABBank Mean
N
Std. Deviation
VIB Mean
N
Std. Deviation
SHB Mean
N
Std. Deviation
Shinhan Bank Mean
N
Std. Deviation
Sea Bank Mean 4.00
N 1
Std. Deviation .
Sacombank Mean
N
Std. Deviation
BIDV Mean 4.14 4.00 4.00
N 7 2 1
Std. Deviation .378 .000 .
Agribank Mean 3.86 4.00
N 7 1
Std. Deviation .690 .
Viettinbank Mean 3.71 4.00
N 7 1
Std. Deviation .488 .
ACB Mean
N
Std. Deviation
Vietcombank Mean 5.00
N 1
Std. Deviation .
144
VPBank Mean
N
Std. Deviation
Techcombank Mean
N
Std. Deviation
SHBC Mean
N
Std. Deviation
Total Mean 3.91 4.00 4.50
N 23 4 2
Std. Deviation .515 .000 .707
Means
Report
Second often used Banks
Short term
lending
Medium
term
lending
Long term
lending
Project
financing
Financing
package in
special
sector
Business
overdraft
Mean 3.50
N 2
Std.
Deviation
.707
Đông Á Mean 3.50
N 2
Std.
Deviation
.707
MB bank Mean 3.67 4.00 4.00
N 12 3 3
Std.
Deviation
.651 .000 .000
ABBank Mean 3.43
N 7
Std.
Deviation
.535
VIB Mean 3.33 4.00 2.00
N 6 2 1
Std.
Deviation
.516 .000 .
Lienvietpostb
ank
Mean 3.00
N 2
Std.
Deviation
.000
SHB Mean 3.00
N 2
145
Std.
Deviation
.000
Maritime
Bank
Mean 4.00
N 1
Std.
Deviation
.
Sacombank Mean 3.22 3.50 4.00
N 9 4 1
Std.
Deviation
.441 .577 .
BIDV Mean 3.85 3.82 2.60 3.33
N 46 11 10 3
Std.
Deviation
.420 .405 .699 .577
Agribank Mean 3.60 3.57 4.25 4.00 4.00
N 25 7 4 2 2
Std.
Deviation
.707 .535 .957 .000 .000
Viettinbank Mean 3.76 4.00 3.60 3.93 4.00
N 50 13 20 14 1
Std.
Deviation
.771 .000 .681 .475 .
Vietcombank Mean 4.00 3.00 3.00
N 4 1 2
Std.
Deviation
.000 . .000
VPBank Mean 3.67 4.00
N 3 1
Std.
Deviation
.577 .
Techcombank Mean 3.55 4.00 4.00 3.00 4.00
N 11 4 1 1 1
Std.
Deviation
.522 .000 . . .
Total Mean 3.67 3.83 3.39 3.84 3.75 4.00
N 182 46 41 19 4 2
Std.
Deviation
.623 .383 .862 .501 .500 .000
Report
Second often used Banks Factoring
Loan on discounted
valuable papers
Mean
146
N
Std. Deviation
Đông Á Mean
N
Std. Deviation
MB bank Mean 4.00
N 1
Std. Deviation .
ABBank Mean
N
Std. Deviation
VIB Mean
N
Std. Deviation
Lienvietpostbank Mean
N
Std. Deviation
SHB Mean
N
Std. Deviation
Maritime Bank Mean
N
Std. Deviation
Sacombank Mean 4.00
N 1
Std. Deviation .
BIDV Mean 3.00
N 1
Std. Deviation .
Agribank Mean
N
Std. Deviation
Viettinbank Mean 4.00
N 3
Std. Deviation .000
Vietcombank Mean
N
Std. Deviation
VPBank Mean
N
Std. Deviation
Techcombank Mean 4.00
N 1
Std. Deviation .
Total Mean 4.00 3.67
147
N 4 3
Std. Deviation .000 .577
Descriptives
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
IMA1.Bank has done perennial
business
350 2 5 4.05 .473
IMA2.Bank has derived the state
banks
350 2 5 3.40 .606
IMA3.Bank has the prestigious
award certificate
350 2 5 3.50 .632
IMA4.Bank has the facade of the
headquarters, transaction that
creates a good impression
350 2 5 3.92 .583
Valid N (listwise) 350
Descriptive Statistics
N Minimum Maximum Mean
Std.
Deviation
UTI1.Bank has transactions with convenient
location.
350 3 5 4.25 .641
UTI2.Bank has wide network transactions. 350 2 5 4.32 .536
UTI3.Bank has the modern equipment,
machinery system
350 2 5 4.13 .583
UTI4.Bank has convenient timing work. 350 2 5 4.25 .627
UTI5.Bank has a rich portfolio of services 350 3 5 4.18 .666
UTI6.Bank has easily accessible services 350 3 5 4.25 .572
UTI7.Bank has easy transaction procedures. 350 3 5 4.42 .604
UTI8.Bank has easy-to-see trading desk and
convenient layout
350 1 5 3.86 .635
Valid N (listwise) 350
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
EMP1.Bank has concerns for customers on
service quality
350 3 5 4.24 .585
EMP2.Staffs of Bank understand customer
needs
350 3 5 4.20 .519
EMP3.Staffs of Bank take care of
customers.
350 3 5 4.25 .471
EMP4.Staffs of Bank provide benefit to
customers
350 3 5 4.33 .559
EMP5.Bank has growth supporting policies
for customers.
350 2 5 4.24 .524
EMP6.Bank has difficulty supporting
policies for customers.
350 3 5 4.36 .579
Valid N (listwise) 350
148
Descriptive Statistics
N Minimum Maximum Mean
Std.
Deviation
ASS1.Bank has insurance for services 350 2 5 4.07 .632
ASS2.Bank commitments are clear and fully. 350 2 5 4.23 .528
ASS3.Bank has the ability to supply service for
changes of customer needs
350 3 5 4.22 .542
ASS4.Personal information of customers are
secured as promised
350 3 5 4.42 .560
ASS5.Invoices, transaction documents, the
statement are full, clear and precise
350 2 5 4.29 .644
Valid N (listwise) 350
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
PRI1.Bank has reasonable service
charges
350 3 5 4.29 .572
PRI2.Bank has appropriate lending
interest rate
350 3 5 4.52 .517
PRI3.Bank has reasonable deposit
interest rates with customers'
account balance
350 2 5 4.25 .579
Valid N (listwise) 350
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
BS1.The necessity of the
transaction
350 2 5 4.04 .531
BS2.Bank has enthusiasm and
efficiency advisory staff
350 3 5 4.19 .614
BS3.Grievances are receptive and
good handling
350 3 5 4.17 .577
BS4.Bank has policies to
encourage customers using their
service in long-term
350 3 5 4.11 .551
Valid N (listwise) 350
Means
Report
Total satisfation to Bank 1
Most often used Banks Mean N Std. Deviation
Đông Á 3.00 2 .000
MB bank 3.19 16 .750
ABBank 3.00 2 .000
VIB 3.50 4 .577
SHB 3.00 1 .
149
Shinhan Bank 4.00 1 .
Sea Bank 3.00 1 .
Sacombank 3.00 3 .000
BIDV 3.45 112 .627
Agribank 3.42 74 .683
Viettinbank 3.39 114 .647
ACB 3.00 2 .000
Vietcombank 3.25 8 .463
VPBank 4.00 1 .
Techcombank 3.00 8 .535
SHBC 3.00 1 .
Total 3.39 350 .640
Report
Total satisfation to Bank 2
Second often used Banks Mean N Std. Deviation
Đông Á 3.00 2 .000
MB bank 3.07 14 .475
ABBank 2.71 7 .756
VIB 3.00 9 .500
Lienvietpostbank 3.00 2 .000
SHB 3.00 2 .000
Maritime Bank 3.00 1 .
Sacombank 2.77 13 .725
BIDV 2.95 58 .605
Agribank 2.75 32 .672
Viettinbank 3.09 64 .635
Vietcombank 2.75 8 .707
VPBank 2.75 4 .500
Techcombank 3.09 11 .539
Total 2.95 227 .619
Reliability
Reliability Statistics
Cronbach's
Alpha
N of Items
.900 30
Reliability Statistics
Cronbach's
Alpha N of Items
.601 4
150
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
IMA1.Bank has done
perennial business
10.82 1.722 .383 .536
IMA2.Bank has derived the
state banks
11.47 1.528 .352 .554
IMA3.Bank has the
prestigious award certificate
11.37 1.408 .409 .508
IMA4.Bank has the facade
of the headquarters,
transaction that creates a
good impression
10.95 1.517 .394 .520
Reliability Statistics
Cronbach's
Alpha
N of Items
.870 8
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
UTI1.Bank has transactions with
convenient location.
29.41 9.206 .722 .842
UTI2.Bank has wide network
transactions.
29.34 10.288 .538 .862
UTI3.Bank has the modern
equipment, machinery system
29.53 9.671 .666 .849
UTI4.Bank has convenient
timing work.
29.41 9.257 .727 .842
UTI5.Bank has a rich portfolio
of services
29.48 9.672 .557 .862
UTI6.Bank has easily accessible
services
29.41 9.760 .653 .851
UTI7.Bank has easy transaction
procedures.
29.24 9.633 .648 .851
UTI8.Bank has easy-to-see
trading desk and convenient
layout
29.80 10.038 .493 .868
Reliability Statistics
Cronbach's
Alpha N of Items
.864 6
151
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
EMP1.Bank has concerns
for customers on service
quality
21.38 4.185 .729 .828
EMP2.Staffs of Bank
understand customer needs
21.42 4.393 .740 .827
EMP3.Staffs of Bank take
care of customers.
21.37 4.812 .599 .852
EMP4.Staffs of Bank
provide benefit to customers
21.29 4.435 .647 .843
EMP5.Bank has growth
supporting policies for
customers.
21.38 4.545 .650 .843
EMP6.Bank has difficulty
supporting policies for
customers.
21.25 4.471 .599 .853
Reliability Statistics
Cronbach's
Alpha N of Items
.742 5
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
ASS1.Bank has insurance
for services
17.16 2.916 .401 .739
ASS2.Bank commitments
are clear and fully.
17.00 3.275 .329 .755
ASS3.Bank has the ability
to supply service for
changes of customer needs
17.01 2.877 .550 .682
ASS4.Personal information
of customers are secured as
promised
16.81 2.654 .667 .637
ASS5.Invoices, transaction
documents, the statement
are full, clear and precise
16.93 2.526 .607 .655
Reliability Statistics
Cronbach's
Alpha
N of Items
152
.686 3
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
PRI1.Bank has reasonable
service charges
8.77 .889 .460 .645
PRI2.Bank has appropriate
lending interest rate
8.54 .943 .501 .595
PRI3.Bank has reasonable
deposit interest rates with
customers' account balance
8.81 .811 .544 .533
Reliability Statistics
Cronbach's
Alpha
N of Items
.815 4
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
BS1.The necessity of the
transaction
12.47 2.324 .449 .846
BS2.Bank has enthusiasm
and efficiency advisory staff
12.33 1.905 .620 .777
BS3.Grievances are
receptive and good handling
12.34 1.790 .784 .694
BS4.Bank has policies to
encourage customers using
their service in long-term
12.41 1.944 .707 .734
Factor Analysis
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .810
Bartlett's Test of Sphericity Approx. Chi-Square 5585.741
Df 435
Sig. .000
Communalities
153
Initial Extraction
IMA1.Bank has done perennial business 1.000 .447
IMA2.Bank has derived the state banks 1.000 .573
IMA3.Bank has the prestigious award certificate 1.000 .570
IMA4.Bank has the facade of the headquarters, transaction
that creates a good impression
1.000 .513
UTI1.Bank has transactions with convenient location. 1.000 .627
UTI2.Bank has wide network transactions. 1.000 .503
UTI3.Bank has the modern equipment, machinery system 1.000 .552
UTI4.Bank has convenient timing work. 1.000 .669
UTI5.Bank has a rich portfolio of services 1.000 .715
UTI6.Bank has easily accessible services 1.000 .691
UTI7.Bank has easy transaction procedures. 1.000 .625
UTI8.Bank has easy-to-see trading desk and convenient
layout
1.000 .553
EMP1.Bank has concerns for customers on service quality 1.000 .770
EMP2.Staffs of Bank understand customer needs 1.000 .790
EMP3.Staffs of Bank take care of customers. 1.000 .570
EMP4.Staffs of Bank provide benefit to customers 1.000 .657
EMP5.Bank has growth supporting policies for customers. 1.000 .610
EMP6.Bank has difficulty supporting policies for customers. 1.000 .573
ASS1.Bank has insurance for services 1.000 .473
ASS2.Bank commitments are clear and fully. 1.000 .286
ASS3.Bank has the ability to supply service for changes of
customer needs
1.000 .573
ASS4.Personal information of customers are secured as
promised
1.000 .720
ASS5.Invoices, transaction documents, the statement are full,
clear and precise
1.000 .640
PRI1.Bank has reasonable service charges 1.000 .505
PRI2.Bank has appropriate lending interest rate 1.000 .644
PRI3.Bank has reasonable deposit interest rates with
customers' account balance
1.000 .683
BS1.The necessity of the transaction 1.000 .400
BS2.Bank has enthusiasm and efficiency advisory staff 1.000 .659
BS3.Grievances are receptive and good handling 1.000 .803
BS4.Bank has policies to encourage customers using their
service in long-term
1.000 .724
Extraction Method: Principal Component Analysis.
Total Variance Explained
Component
Initial Eigenvalues
Extraction Sums of Squared
Loadings
Total % of Variance Cumulative % Total % of Variance
1 8.421 28.072 28.072 8.421 28.072
2 2.711 9.037 37.109 2.711 9.037
154
3 2.137 7.123 44.232 2.137 7.123
4 2.019 6.728 50.960 2.019 6.728
5 1.604 5.347 56.307 1.604 5.347
6 1.223 4.077 60.385 1.223 4.077
7 1.113 3.711 64.095
8 1.021 3.403 67.499
9 .955 3.182 70.681
10 .851 2.835 73.517
11 .795 2.651 76.168
12 .763 2.543 78.711
13 .664 2.213 80.924
14 .623 2.075 83.000
15 .564 1.882 84.881
16 .558 1.859 86.740
17 .489 1.630 88.370
18 .451 1.504 89.874
19 .441 1.470 91.344
20 .399 1.329 92.672
21 .337 1.123 93.796
22 .328 1.094 94.889
23 .295 .982 95.872
24 .271 .904 96.775
25 .224 .745 97.521
26 .209 .696 98.216
27 .176 .587 98.804
28 .134 .446 99.250
29 .118 .393 99.643
30 .107 .357 100.000
Total Variance Explained
Component
Extraction Sums of
Squared Loadings
Rotation Sums of Squared Loadings
Cumulative % Total % of Variance Cumulative %
1 28.072 4.408 14.694 14.694
2 37.109 3.734 12.447 27.142
3 44.232 3.220 10.734 37.876
4 50.960 2.762 9.206 47.082
5 56.307 2.008 6.695 53.776
6 60.385 1.983 6.608 60.385
7
8
9
10
11
12
13
14
155
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
Extraction Method: Principal Component Analysis.
Component Matrix
a
Component
1 2 3 4 5 6
EMP3.Staffs of Bank take care
of customers.
.713
UTI7.Bank has easy transaction
procedures.
.683 -.340
UTI1.Bank has transactions with
convenient location.
.677 -.381
UTI3.Bank has the modern
equipment, machinery system
.671
ASS4.Personal information of
customers are secured as
promised
.664 -.326
ASS5.Invoices, transaction
documents, the statement are
full, clear and precise
.663
UTI4.Bank has convenient
timing work.
.640 -.476
EMP5.Bank has growth
supporting policies for
customers.
.620 -.316
UTI6.Bank has easily accessible
services
.604 -.397
EMP2.Staffs of Bank understand
customer needs
.601 .464 .375
BS2.Bank has enthusiasm and
efficiency advisory staff
.598 .363
156
BS4.Bank has policies to
encourage customers using their
service in long-term
.575 .411
EMP6.Bank has difficulty
supporting policies for
customers.
.564 .342 -.332
BS3.Grievances are receptive
and good handling
.560 .433 .335 -.402
ASS3.Bank has the ability to
supply service for changes of
customer needs
.538 .403
PRI2.Bank has appropriate
lending interest rate
.517 -.391 -.337 .320
EMP4.Staffs of Bank provide
benefit to customers
.510 .362 -.471
UTI2.Bank has wide network
transactions.
.499 -.438
UTI8.Bank has easy-to-see
trading desk and convenient
layout
.484 .439
UTI5.Bank has a rich portfolio
of services
.459 -.382 .398 -.433
ASS1.Bank has insurance for
services
.458 .422
BS1.The necessity of the
transaction
.418 .345
EMP1.Bank has concerns for
customers on service quality
.525 .597 .328
IMA1.Bank has done perennial
business
.516
IMA2.Bank has derived the state
banks
.477 .317 .430
IMA3.Bank has the prestigious
award certificate
.345 .540 .343
IMA4.Bank has the facade of the
headquarters, transaction that
creates a good impression
.356 .402 .468
ASS2.Bank commitments are
clear and fully.
.380
PRI3.Bank has reasonable
deposit interest rates with
customers' account balance
.440 -.351 .456
PRI1.Bank has reasonable
service charges
.412 .421
Extraction Method: Principal Component Analysis.
a
a. 6 components extracted.
157
Rotated Component Matrix
a
Component
1 2 3 4 5 6
UTI6.Bank has easily accessible
services
.795
UTI5.Bank has a rich portfolio of
services
.758
UTI4.Bank has convenient timing
work.
.750
UTI1.Bank has transactions with
convenient location.
.696 .307
UTI3.Bank has the modern
equipment, machinery system
.629
UTI7.Bank has easy transaction
procedures.
.603 .417
UTI2.Bank has wide network
transactions.
.561 .428
UTI8.Bank has easy-to-see trading
desk and convenient layout
.520 .380
EMP1.Bank has concerns for
customers on service quality
.818
EMP2.Staffs of Bank understand
customer needs
.795
EMP4.Staffs of Bank provide
benefit to customers
.757
EMP5.Bank has growth
supporting policies for customers.
.685
EMP6.Bank has difficulty
supporting policies for customers.
.651 .335
EMP3.Staffs of Bank take care of
customers.
.307 .550
BS3.Grievances are receptive and
good handling
.825
BS4.Bank has policies to
encourage customers using their
service in long-term
.804
BS2.Bank has enthusiasm and
efficiency advisory staff
.735
BS1.The necessity of the
transaction
.552
ASS3.Bank has the ability to
supply service for changes of
customer needs
.662
ASS4.Personal information of
customers are secured as promised
.406 .629
ASS1.Bank has insurance for
services
.318 .572
158
ASS5.Invoices, transaction
documents, the statement are full,
clear and precise
.487 .546
ASS2.Bank commitments are clear
and fully.
.494
PRI3.Bank has reasonable deposit
interest rates with customers'
account balance
.772
PRI2.Bank has appropriate lending
interest rate
.680
PRI1.Bank has reasonable service
charges
.645
IMA2.Bank has derived the state
banks
.720
IMA3.Bank has the prestigious
award certificate
-.363 .633
IMA1.Bank has done perennial
business
.621
IMA4.Bank has the facade of the
headquarters, transaction that
creates a good impression
.554
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a
a. Rotation converged in 7 iterations.
Correlations
Correlations
Total.satis T.IMA T.UTI T.EMP T.ASS
Total.satis Pearson Correlation 1 .306
**
.512
**
.519
**
.516
**
Sig. (2-tailed) .000 .000 .000 .000
N 350 350 350 350 350
T.IMA Pearson Correlation .306
**
1 .204
**
.134
*
.166
**
Sig. (2-tailed) .000 .000 .012 .002
N 350 350 350 350 350
T.UTI Pearson Correlation .512
**
.204
**
1 .397
**
.519
**
Sig. (2-tailed) .000 .000 .000 .000
N 350 350 350 350 350
T.EMP Pearson Correlation .519
**
.134
*
.397
**
1 .473
**
Sig. (2-tailed) .000 .012 .000 .000
N 350 350 350 350 350
T.ASS Pearson Correlation .516
**
.166
**
.519
**
.473
**
1
Sig. (2-tailed) .000 .002 .000 .000
N 350 350 350 350 350
T.PRI Pearson Correlation .472
**
.125
*
.422
**
.310
**
.380
**
Sig. (2-tailed) .000 .019 .000 .000 .000
159
N 350 350 350 350 350
T.BS Pearson Correlation .561
**
.196
**
.325
**
.491
**
.421
**
Sig. (2-tailed) .000 .000 .000 .000 .000
N 350 350 350 350 350
Correlations
T.PRI T.BS
Total.satis Pearson Correlation .472
**
.561
**
Sig. (2-tailed) .000 .000
N 350 350
T.IMA Pearson Correlation .125
*
.196
**
Sig. (2-tailed) .019 .000
N 350 350
T.UTI Pearson Correlation .422
**
.325
**
Sig. (2-tailed) .000 .000
N 350 350
T.EMP Pearson Correlation .310
**
.491
**
Sig. (2-tailed) .000 .000
N 350 350
T.ASS Pearson Correlation .380
**
.421
**
Sig. (2-tailed) .000 .000
N 350 350
T.PRI Pearson Correlation 1 .401
**
Sig. (2-tailed) .000
N 350 350
T.BS Pearson Correlation .401
**
1
Sig. (2-tailed) .000
N 350 350
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Variables Entered/Removed
a
Model
Variables
Entered
Variables
Removed
Method
1 T.BS, T.IMA,
T.UTI, T.PRI,
T.EMP, T.ASS
b
. Enter
a. Dependent Variable: Total.satis
b. All requested variables entered.
Model Summary
b
160
Model R R Square
Adjusted R
Square
Std. Error of
the Estimate
Durbin-
Watson
1 .727
a
.528 .520 .41523 1.772
a. Predictors: (Constant), T.BS, T.IMA, T.UTI, T.PRI, T.EMP, T.ASS
b. Dependent Variable: Total.satis
ANOVA
a
Model
Sum of
Squares
Df Mean Square F Sig.
1 Regression 66.116 6 11.019 63.912 .000
b
Residual 59.138 343 .172
Total 125.254 349
a. Dependent Variable: Total.satis
b. Predictors: (Constant), T.BS, T.IMA, T.UTI, T.PRI, T.EMP, T.ASS
Coefficients
a
Model
Unstandardized Coefficients
Standardized
Coefficients t Sig.
B Std. Error Beta
1 (Constant) -3.009 .339 -8.888 .000
T.IMA .230 .059 .149 3.902 .000
T.UTI .250 .063 .184 3.984 .000
T.EMP .262 .066 .183 3.979 .000
T.ASS .201 .068 .139 2.937 .004
T.PRI .224 .060 .163 3.748 .000
T.BS .336 .060 .258 5.646 .000
Coefficients
a
Model
Collinearity Statistics
Tolerance VIF
1 (Constant)
T.IMA .939 1.066
T.UTI .644 1.553
T.EMP .654 1.528
T.ASS .612 1.634
T.PRI .732 1.366
T.BS .659 1.517
a. Dependent Variable: Total.satis
Collinearity Diagnostics
a
161
Model Dimension Eigenvalue
Condition
Index
Variance Proportions
(Constant) T.IMA T.UTI T.EMP
1 1 6.961 1.000 .00 .00 .00 .00
2 .011 25.229 .01 .69 .01 .03
3 .008 29.125 .00 .01 .31 .04
4 .007 32.080 .00 .00 .03 .18
5 .005 36.637 .12 .03 .33 .34
6 .005 39.172 .00 .00 .29 .22
7 .003 45.521 .86 .27 .02 .18
Collinearity Diagnostics
a
Model Dimension
Variance Proportions
T.ASS T.PRI T.BS
1 1 .00 .00 .00
2 .02 .02 .05
3 .03 .04 .49
4 .09 .68 .02
5 .00 .07 .39
6 .82 .00 .00
7 .03 .19 .04
a. Dependent Variable: Total.satis
T-Test
Group Statistics
Most used bank group N Mean Std. Deviation
Std. Error
Mean
Total satisfation to
Bank 1
Old Group 312 3.41 .645 .037
New Group 38 3.18 .563 .091
Independent Samples Test
Levene's Test for Equality of
Variances
t-test for
Equality of
Means
F Sig. t
Total satisfation to Bank 1 Equal variances assumed 8.802 .003 2.065
Equal variances not assumed 2.299
162
Independent Samples Test
t-test for Equality of Means
Df Sig. (2-tailed)
Mean
Difference
Total satisfation to Bank 1 Equal variances assumed 348 .040 .226
Equal variances not assumed 49.655 .026 .226
Independent Samples Test
t-test for Equality of Means
Std. Error
Difference
95% Confidence Interval of
the Difference
Lower Upper
Total satisfation to Bank 1 Equal variances assumed .109 .011 .441
Equal variances not assumed .098 .029 .424
Oneway
Descriptives
Total.satis
N Mean Std. Deviation Std. Error
95%
Confidence
Interval for
Mean
Lower Bound
Small Enterprise 289 3.1920 .59393 .03494 3.1233
Medium Enterprise 42 3.4524 .63255 .09760 3.2553
Large Enterprise 19 3.3421 .50146 .11504 3.1004
Total 350 3.2314 .59908 .03202 3.1684
Descriptives
Total.satis
95% Confidence Interval
for Mean Minimum Maximum
Upper Bound
Small Enterprise 3.2608 2.00 5.00
Medium Enterprise 3.6495 2.00 4.50
Large Enterprise 3.5838 2.50 4.50
Total 3.2944 2.00 5.00
Test of Homogeneity of Variances
Total.satis
Levene
Statistic df1 df2 Sig.
.793 2 347 .453
163
ANOVA
Total.satis
Sum of
Squares Df Mean Square F Sig.
Between Groups 2.732 2 1.366 3.868 .022
Within Groups 122.523 347 .353
Total 125.254 349
Post Hoc Tests
Multiple Comparisons
Dependent Variable: Total.satis
Tukey HSD
(I) Scale of Enterprise (J) Scale of Enterprise
Mean
Difference (I-J)
Std. Error Sig.
Small Enterprise Medium Enterprise -.26034
*
.09813 .023
Large Enterprise -.15006 .14073 .536
Medium Enterprise Small Enterprise .26034
*
.09813 .023
Large Enterprise .11028 .16429 .780
Large Enterprise Small Enterprise .15006 .14073 .536
Medium Enterprise -.11028 .16429 .780
Multiple Comparisons
Dependent Variable: Total.satis
Tukey HSD
(I) Scale of Enterprise (J) Scale of Enterprise
95% Confidence Interval
Lower Bound Upper Bound
Small Enterprise Medium Enterprise -.4913 -.0294
Large Enterprise -.4813 .1812
Medium Enterprise Small Enterprise .0294 .4913
Large Enterprise -.2764 .4970
Large Enterprise Small Enterprise -.1812 .4813
Medium Enterprise -.4970 .2764
*. The mean difference is significant at the 0.05 level.
Homogeneous Subsets
Total.satis
Tukey HSD
a,b
Scale of Enterprise N
Subset for alpha = 0.05
1
Small Enterprise 289 3.1920
Large Enterprise 19 3.3421
Medium Enterprise 42 3.4524
164
Sig. .141
Means for groups in homogeneous subsets are displayed.
a. Uses Harmonic Mean Sample Size = 37.546.
b. The group sizes are unequal. The harmonic mean of the group
sizes is used. Type I error levels are not guaranteed.
Descriptives
Total.satis
N Mean Std. Deviation Std. Error
95% Confidence Interval for
Mean
Lower Bound Upper Bound
Manager 223 3.2130 .61194 .04098 3.1322 3.2938
Accountant 88 3.2216 .54593 .05820 3.1059 3.3373
Project staff 39 3.3590 .63814 .10218 3.1521 3.5658
Total 350 3.2314 .59908 .03202 3.1684 3.2944
Descriptives
Total.satis
Minimum Maximum
Manager 2.00 5.00
Accountant 2.00 5.00
Project staff 2.00 5.00
Total 2.00 5.00
Test of Homogeneity of Variances
Total.satis
Levene
Statistic
df1 df2 Sig.
1.107 2 347 .332
ANOVA
Total.satis
Sum of
Squares
Df Mean Square F Sig.
Between Groups .719 2 .359 1.001 .368
Within Groups 124.536 347 .359
Total 125.254 349
Post Hoc Tests
165
Multiple Comparisons
Dependent Variable: Total.satis
Tukey HSD
(I) Position (J) Position
Mean
Difference (I-J)
Std. Error Sig.
95% Confidence Interval
Lower Bound Upper Bound
Manager Accountant -.00859 .07542 .993 -.1861 .1689
Project staff -.14597 .10398 .340 -.3907 .0988
Accountant Manager .00859 .07542 .993 -.1689 .1861
Project staff -.13738 .11524 .459 -.4086 .1339
Project staff Manager .14597 .10398 .340 -.0988 .3907
Accountant .13738 .11524 .459 -.1339 .4086
Homogeneous Subsets
Total.satis
Tukey HSD
a,b
Position N
Subset for alpha = 0.05
1
Manager 223 3.2130
Accountant 88 3.2216
Project staff 39 3.3590
Sig. .309
Means for groups in homogeneous subsets are displayed.
a. Uses Harmonic Mean Sample Size = 72.308.
b. The group sizes are unequal. The harmonic mean of the group sizes is
used. Type I error levels are not guaranteed.