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 L 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. 124 L o 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 ........................................................................................................................................................................ 125 L o 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 L o 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 L o 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.

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