Luận án Nghiên cứu các nhân tố ảnh hưởng tới lòng trung thành của khách hàng sử dụng dịch vụ viễn thông di động tại Việt Nam

ểu dưới đây với các mức độ từ Hoàn toàn không đồng ý cho đến Hoàn toàn đồng ý. STT Các phát biểu Hoàn toàn không đồng ý Không đồng ý Bình thường Đồng ý Hoàn toàn đồng ý 1 Việc lựa chọn dịch vụ di động của nhà mạng hiện tại là lựa chọn đúng đắn □ □ □ □ □ 2 Tôi thích dịch vụ di động của nhà mạng hiện tại □ □ □ □ □ 3 Hầu hết những người quan trọng với tôi đều sử dụng dịch vụ di động của nhà mạng tôi đang dùng □ □ □ □ □ 4 Các thành viên gia đình tôi đều thích dịch vụ di động của nhà mạng tôi đang dùng □ □ □ □ □ 5 Bạn bè của tôi nghĩ rằng tôi nên sử dụng dịch vụ di động của nhà mạng hiện tại □ □ □ □ □ 6 Tôi sẽ giới thiệu nhà mạng hiện tại cho những người khác □ □ □ □ □ 7 Nếu tôi dùng thêm một số thuê bao nữa thì tôi vẫn chọn nhà mạng hiện tại □ □ □ □ □ 8 Tôi sẽ tiếp tục sử dụng dịch vụ di động của nhà mạng hiện tại □ □ □ □ □ 9 Ngay cả khi giá cước của các nhà mạng khác rẻ hơn, tôi vẫn tiếp tục sử dụng dịch vụ của nhà mạng hiện tại □ □ □ □ □ 10 Nếu chuyển mạng di động, tôi sẽ phải tốn một khoản tiền □ □ □ □ □ 11 Nếu chuyển mạng di động, có thể chất lượng dịch vụ của mạng mới không như tôi mong đợi □ □ □ □ □ 12 Nếu chuyển mạng di động, có thể chất lượng tính cước và thanh toán của mạng □ □ □ □ □ 149 STT Các phát biểu Hoàn toàn không đồng ý Không đồng ý Bình thường Đồng ý Hoàn toàn đồng ý mới không như tôi mong đợi 13 Để chuyển mạng di động, tôi phải tìm kiếm, so sánh rất nhiều thông tin □ □ □ □ □ 14 Để chuyển mạng di động, tôi sẽ mất rất nhiều thời gian, công sức □ □ □ □ □ 15 Nếu chuyển mạng di động, tôi sẽ mất quyền lợi khách hàng trung thành □ □ □ □ □ 16 Nếu chuyển mạng di động, tôi có thể gặp một số rắc rối mà tôi không lường trước được □ □ □ □ □ 17 Nhà mạng mà tôi đang dùng luôn phát triển ổn định và bền vững □ □ □ □ □ 18 Nhà mạng mà tôi đang dùng sáng tạo và hướng tới tương lai □ □ □ □ □ 19 Nhà mạng mà tôi đang dùng có nhiều đóng góp cho xã hội □ □ □ □ □ 20 Nhà mạng mà tôi đang dùng là công ty hàng đầu trong lĩnh vực viễn thông di động ở Việt Nam □ □ □ □ □ 21 Nhà mạng mà tôi đang dùng có một hình ảnh tích cực □ □ □ □ □ 22 Tôi tin tưởng nhà mạng hiện tại □ □ □ □ □ 23 Tôi tin là tôi sẽ nhận được sự phục vụ tốt từ nhà mạng hiện tại □ □ □ □ □ 24 Tôi tin tưởng vào hệ thống tính cước của nhà mạng hiện tại □ □ □ □ □ 25 Tôi tin là nhà mạng hiện tại luôn trung thực với tôi □ □ □ □ □ 26 Tôi thấy nhà mạng hiện tại đáng tin cậy vì họ quan tâm tới lợi ích của khách hàng □ □ □ □ □ 150 2. Quý vị đánh giá như thế nào về từng yếu tố chất lượng dịch vụ dưới đây của nhà cung cấp dịch vụ di động mà Quý vị đang sử dụng? STT Các phát biểu Rất kém Kém Bình thường Tốt Rất tốt 1 Chất lượng cuộc gọi □ □ □ □ □ 2 Chất lượng dịch vụ phục vụ, hỗ trợ khách hàng □ □ □ □ □ 3 Chất lượng các dịch vụ cộng thêm □ □ □ □ □ 4 Chất lượng dịch vụ của các đại lý □ □ □ □ □ 5 Chất lượng các chiến dịch marketing □ □ □ □ □ 6 Chất lượng dịch vụ thực tế nhận được so với quảng cáo □ □ □ □ □ Xin trân trọng cảm ơn sự giúp đỡ của Quý vị! 151 PHỤ LỤC 4. THANG ĐO GỐC Khái niệm nghiên cứu Thang đo Nguồn Lòng trung thành thái độ 1. Choosing halal products is a good idea Lada et al. (2009) 2. I like to choose halal products 3. Most people who are important to me choosing the halal products 4. My family members prefer halal products 5. My friends would think that I should choose halal products Lòng trung thành hành vi 1. I will recommend this online company to other people Ribbink et al. (2004) 2. I would recommend this company’s web site to others 3. I intend to continue using this online company 4. I prefer this online company above others Chất lượng dịch vụ cảm nhận 1. Given the quality of your operator's coverage area, how would you rate the coverage area for your operator? Aydin and Özer (2005); De Ruyter et al. (1998) 2. Given the quality of your operator's customer services, how would you rate the customer services for your operator? 3. Given the quality of your operator's adding service (GPRS, WAP etc.), how would you rate the adding service for your operator? 4. Given the quality of your operator's vendor, how would you rate the vendor for your operator? 5. Given the quality of your operator's campaign, how would you rate the campaign for your operator? 6. When you compare advertisements with services, how would you rate the services for your operator? 152 Khái niệm nghiên cứu Thang đo Nguồn Hình ảnh doanh nghiệp 1. This company is stable and firmly established Bayol et al. (2000) Aydin and Özer (2005) 2. This company is innovative and forward- looking 3. This company has a social contribution for society 4. This company is a leading firm in the Turkish GSM sector 5. This company has a positive image Niềm tin 1. I trust this company Aydin and Özer (2005) 2. I feel that I can rely on this company to serve well 3. I trust the billing system 4. I believe that I can trust this company will not try to cheat me 5. This company is reliable because it is mainly concerned with the customer's interests Chi phí chuyển đổi 1. Switching to a new operator causes monetary cost Aydin and Özer (2005) 2. If I switched to a new operator, the service offered by the new operator might not work as well as expected 3. I am not sure that the billing of a new operator would be better for me 4. To switch to a new operator; I should compare all operators (on account of services, coverage area, billing, etc.) 5. Even if I have enough information, comparing the operators with each other takes a lot of energy, time and effort 6. If I switched to a new operator, I could not use some services (MMS, GPRS, WAP, etc.), until I learned to use them 7. I would be concerned about the people who would dial my previous number and could not reach me 153 PHỤ LỤC 5. KẾT QUẢ KIỂM ĐỊNH THANG ĐO PHIÊN BẢN 2 BẰNG CRONBACH’S ALPHA RELIABILITY /VARIABLES=LTH1 LTH2 LTH3 LTH4 /SCALE('LÒNG TRUNG THÀNH HÀNH VI') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE /SUMMARY=TOTAL. Scale: LÒNG TRUNG THÀNH HÀNH VI Case Processing Summary N % Cases Valid 188 100.0 Excludeda 0 .0 Total 188 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .903 4 Item Statistics Mean Std. Deviation N LTH1 2.99 .953 188 LTH2 2.53 1.015 188 LTH3 2.45 .977 188 LTH4 2.62 .955 188 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted LTH1 7.60 7.214 .719 .898 LTH2 8.06 6.729 .768 .881 LTH3 8.14 6.548 .860 .847 LTH4 7.97 6.924 .790 .873 154 RELIABILITY /VARIABLES=LTT1 LTT2 LTT3 LTT4 LTT5 /SCALE('LÒNG TRUNG THÀNH THÁI ĐỘ') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE /SUMMARY=TOTAL. Scale: LÒNG TRUNG THÀNH THÁI ĐỘ Case Processing Summary N % Cases Valid 188 100.0 Excludeda 0 .0 Total 188 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .894 5 Item Statistics Mean Std. Deviation N LTT1 3.79 .690 188 LTT2 3.71 .770 188 LTT3 3.59 .730 188 LTT4 3.68 .720 188 LTT5 3.73 .743 188 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted LTT1 14.70 6.371 .726 .874 LTT2 14.79 6.072 .714 .877 LTT3 14.91 6.339 .681 .884 LTT4 14.81 6.056 .791 .859 LTT5 14.77 5.956 .791 .859 155 RELIABILITY /VARIABLES=CL1 CL2 CL3 CL4 CL5 CL6 /SCALE('CHẤT LƯỢNG DỊCH VỤ CẢM NHẬN') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE /SUMMARY=TOTAL. Scale: CHẤT LƯỢNG DỊCH VỤ CẢM NHẬN Case Processing Summary N % Cases Valid 188 100.0 Excludeda 0 .0 Total 188 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .897 6 Item Statistics Mean Std. Deviation N CL1 3.83 .719 188 CL2 3.85 .677 188 CL3 3.94 .728 188 CL4 3.67 .786 188 CL5 3.84 .701 188 CL6 3.72 .708 188 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted CL1 19.02 8.775 .720 .880 CL2 18.99 8.979 .719 .880 CL3 18.91 8.596 .756 .874 CL4 19.18 8.338 .749 .876 CL5 19.01 8.856 .721 .880 CL6 19.12 8.996 .674 .887 156 RELIABILITY /VARIABLES=HA1 HA2 HA3 HA4 HA5 /SCALE('hÌNH ẢNH DOANH NGHIỆP') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE /SUMMARY=TOTAL. Scale: hÌNH ẢNH DOANH NGHIỆP Case Processing Summary N % Cases Valid 188 100.0 Excludeda 0 .0 Total 188 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .886 5 Item Statistics Mean Std. Deviation N HA1 3.87 .770 188 HA2 4.16 .785 188 HA3 4.10 .740 188 HA4 4.06 .757 188 HA5 4.13 .723 188 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted HA1 16.45 6.591 .657 .876 HA2 16.16 6.310 .724 .861 HA3 16.23 6.370 .767 .851 HA4 16.26 6.343 .751 .854 HA5 16.19 6.583 .722 .861 157 RELIABILITY /VARIABLES=NT1 NT2 NT3 NT4 NT5 /SCALE('NIỀM TIN') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE /SUMMARY=TOTAL. Scale: NIỀM TIN Case Processing Summary N % Cases Valid 188 100.0 Excludeda 0 .0 Total 188 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .889 5 Item Statistics Mean Std. Deviation N NT1 3.18 .852 188 NT2 3.16 .857 188 NT3 3.49 .824 188 NT4 3.32 .857 188 NT5 3.31 .828 188 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted NT1 13.29 8.067 .725 .865 NT2 13.31 7.904 .761 .857 NT3 12.97 8.112 .748 .860 NT4 13.14 7.920 .757 .858 NT5 13.16 8.466 .654 .881 158 RELIABILITY /VARIABLES=CP1 CP2 CP3 CP4 CP5 CP6 CP7 /SCALE('CHI PHÍ CHUYỂN ĐỔI') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE /SUMMARY=TOTAL. Scale: CHI PHÍ CHUYỂN ĐỔI Case Processing Summary N % Cases Valid 188 100.0 Excludeda 0 .0 Total 188 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .852 7 Item Statistics Mean Std. Deviation N CP1 3.39 .763 188 CP2 3.38 .954 188 CP3 3.04 1.044 188 CP4 3.44 .988 188 CP5 3.41 .952 188 CP6 3.32 .995 188 CP7 3.38 1.029 188 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted CP1 19.97 20.261 .483 .849 CP2 19.99 18.235 .615 .831 CP3 20.32 17.771 .602 .834 CP4 19.93 17.609 .673 .823 CP5 19.96 18.159 .628 .829 CP6 20.04 17.784 .641 .827 CP7 19.99 17.487 .652 .826 159 PHỤ LỤC 6. KẾT QUẢ KIỂM ĐỊNH THANG ĐO PHIÊN BẢN 2 BẰNG PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA FACTOR /VARIABLES CL1 CL2 CL3 CL4 CL5 CL6 HA1 HA2 HA3 HA4 HA5 NT1 NT2 NT3 NT4 NT5 CP1 CP2 CP3 CP4 CP5 CP6 CP7 LTH1 LTH2 LTH3 LTH4 LTT1 LTT2 LTT3 LTT4 LTT5 /MISSING LISTWISE /ANALYSIS CL1 CL2 CL3 CL4 CL5 CL6 HA1 HA2 HA3 HA4 HA5 NT1 NT2 NT3 NT4 NT5 CP1 CP2 CP3 CP4 CP5 CP6 CP7 LTH1 LTH2 LTH3 LTH4 LTT1 LTT2 LTT3 LTT4 LTT5 /PRINT INITIAL KMO EXTRACTION ROTATION /FORMAT SORT BLANK(.50) /CRITERIA MINEIGEN(1) ITERATE(25) /EXTRACTION PC /CRITERIA ITERATE(25) /ROTATION VARIMAX /METHOD=CORRELATION. Factor Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .866 Bartlett's Test of Sphericity Approx. Chi-Square 3901.190 df 496 Sig. .000 Communalities Initial Extraction CL1 1.000 .687 CL2 1.000 .676 CL3 1.000 .694 CL4 1.000 .745 CL5 1.000 .644 CL6 1.000 .615 HA1 1.000 .597 HA2 1.000 .726 HA3 1.000 .739 HA4 1.000 .767 HA5 1.000 .690 NT1 1.000 .661 NT2 1.000 .715 NT3 1.000 .744 NT4 1.000 .749 NT5 1.000 .613 CP1 1.000 .455 160 CP2 1.000 .548 CP3 1.000 .574 CP4 1.000 .684 CP5 1.000 .573 CP6 1.000 .591 CP7 1.000 .594 LTH1 1.000 .714 LTH2 1.000 .784 LTH3 1.000 .874 LTH4 1.000 .792 LTT1 1.000 .698 LTT2 1.000 .674 LTT3 1.000 .698 LTT4 1.000 .772 LTT5 1.000 .723 Extraction Method: Principal Component Analysis. Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 8.661 27.066 27.066 8.661 27.066 27.066 4.544 14.199 14.199 2 5.303 16.573 43.638 5.303 16.573 43.638 4.055 12.671 26.871 3 3.559 11.120 54.759 3.559 11.120 54.759 3.770 11.783 38.653 4 1.705 5.330 60.088 1.705 5.330 60.088 3.745 11.702 50.356 5 1.430 4.470 64.558 1.430 4.470 64.558 3.012 9.413 59.769 6 1.148 3.588 68.147 1.148 3.588 68.147 2.681 8.378 68.147 7 .976 3.050 71.197 8 .827 2.585 73.783 9 .678 2.117 75.900 10 .674 2.106 78.005 11 .635 1.984 79.989 12 .574 1.794 81.784 13 .505 1.578 83.362 14 .469 1.464 84.826 15 .450 1.406 86.232 16 .435 1.361 87.593 17 .409 1.278 88.871 161 18 .369 1.153 90.024 19 .344 1.074 91.098 20 .319 .996 92.094 21 .315 .983 93.077 22 .281 .879 93.957 23 .260 .814 94.770 24 .253 .790 95.560 25 .239 .746 96.306 26 .221 .690 96.996 27 .199 .622 97.618 28 .189 .592 98.210 29 .170 .531 98.741 30 .152 .475 99.216 31 .127 .397 99.613 32 .124 .387 100.000 Extraction Method: Principal Component Analysis. Component Matrixa Component 1 2 3 4 5 6 LTT5 .781 LTT4 .775 LTT2 .769 LTT1 .755 CL3 .752 CL2 .752 CL1 .733 CL5 .690 CL6 .690 HA1 .682 HA3 .671 CL4 .670 -.509 LTT3 .661 HA5 .646 HA4 .627 HA2 .627 NT2 .804 LTH1 .792 NT1 .767 NT3 .758 162 LTH4 .746 NT4 .732 LTH3 .716 LTH2 .709 NT5 .673 CP4 .692 CP2 .674 CP3 .672 CP7 .664 CP5 .659 CP6 .620 CP1 Extraction Method: Principal Component Analysis.a a. 6 components extracted. Rotated Component Matrixa Component 1 2 3 4 5 6 CL4 .828 CL5 .757 CL3 .753 CL1 .731 CL6 .708 CL2 .703 HA4 .840 HA3 .789 HA2 .787 HA5 .773 HA1 .666 CP4 .812 CP7 .763 CP5 .745 CP2 .733 CP6 .716 CP3 .692 CP1 .510 NT4 .848 NT3 .832 NT2 .768 NT5 .757 163 NT1 .749 LTH3 .898 LTH2 .841 LTH4 .808 LTH1 .704 LTT3 .722 LTT4 .711 LTT5 .631 LTT1 .614 LTT2 .523 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.a a. Rotation converged in 7 iterations. Component Transformation Matrix Component 1 2 3 4 5 6 1 .648 .553 .239 .077 .091 .450 2 -.057 -.034 -.208 .762 .609 -.019 3 -.033 -.371 .906 .084 .180 -.028 4 -.625 .674 .213 -.178 .271 -.066 5 -.142 .244 .174 .608 -.706 -.149 6 .405 .204 .053 -.070 .127 -.877 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. 164 PHỤ LỤC 7. THỐNG KÊ MÔ TẢ MẪU NGHIÊN CỨU FREQUENCIES VARIABLES=Khuvuc Gioi Dotuoi Trinhdo Congviec Mangdidong LoaiDV ThoigianSD Chuyenmang /ORDER=ANALYSIS. Frequencies Statistics Khuvuc Gioi Dotuoi Trinhdo Congviec Mangdidong N Valid 820 820 820 820 820 820 Missing 0 0 0 0 0 0 Statistics LoaiDV ThoigianSD Chuyenmang N Valid 820 820 820 Missing 0 0 0 Frequency Table Khuvuc Frequency Percent Valid Percent Cumulative Percent Valid Hà Nội 392 47.8 47.8 47.8 Tp. Hồ Chí Minh 428 52.2 52.2 100.0 Total 820 100.0 100.0 Gioi Frequency Percent Valid Percent Cumulative Percent Valid Nam 396 48.3 48.3 48.3 Nữ 424 51.7 51.7 100.0 Total 820 100.0 100.0 Dotuoi Frequency Percent Valid Percent Cumulative Percent Valid 15-24 184 22.4 22.4 22.4 25-34 261 31.8 31.8 54.3 35-44 195 23.8 23.8 78.0 45-54 109 13.3 13.3 91.3 55-64 71 8.7 8.7 100.0 Total 820 100.0 100.0 165 Trinhdo Frequency Percent Valid Percent Cumulative Percent Valid Sau đại học 114 13.9 13.9 13.9 Đại học/cao đẳng 457 55.7 55.7 69.6 Trung cấp/sơ cấp 184 22.4 22.4 92.1 THPT 65 7.9 7.9 100.0 Total 820 100.0 100.0 Congviec Frequency Percent Valid Percent Cumulative Percent Valid Công chức/viên chức 167 20.4 20.4 20.4 Nhân viên kinh doanh/Nhân viên văn phòng 314 38.3 38.3 58.7 Sinh viên/Học sinh 153 18.7 18.7 77.3 Công nhân 63 7.7 7.7 85.0 Lao động tự do 67 8.2 8.2 93.2 Nội trợ 31 3.8 3.8 97.0 Nghỉ hưu 25 3.0 3.0 100.0 Total 820 100.0 100.0 Mangdidong Frequency Percent Valid Percent Cumulative Percent Valid Mobifone 156 19.0 19.0 19.0 Viettel 452 55.1 55.1 74.1 Vinaphone 194 23.7 23.7 97.8 Vietnamobile 18 2.2 2.2 100.0 Total 820 100.0 100.0 LoaiDV Frequency Percent Valid Percent Cumulative Percent Valid Dịch vụ trả trước 678 82.7 82.7 82.7 Dịch vụ trả sau 142 17.3 17.3 100.0 Total 820 100.0 100.0 166 ThoigianSD Frequency Percent Valid Percent Cumulative Percent Valid Dưới 2 năm 17 2.1 2.1 2.1 2-5 năm 305 37.2 37.2 39.3 6-10 năm 426 52.0 52.0 91.2 Trên 10 năm 72 8.8 8.8 100.0 Total 820 100.0 100.0 Chuyenmang Frequency Percent Valid Percent Cumulative Percent Valid Chưa chuyển mạng 510 62.2 62.2 62.2 Đã chuyển mạng 310 37.8 37.8 100.0 Total 820 100.0 100.0 167 PHỤ LỤC 8. THỐNG KÊ MÔ TẢ CÁC NHÂN TỐ DESCRIPTIVES VARIABLES=TB.LTH LTH1 LTH2 LTH3 LTH4 TB.LTT LTT1 LTT2 LTT3 LTT4 LTT5 TB.CL CL1 CL2 CL3 CL4 CL5 CL6 TB.HA HA1 HA2 HA3 HA4 HA5 TB.NT NT1 NT2 NT3 NT4 NT5 TB.CP CP1 CP2 CP3 CP4 CP5 CP6 CP7 /STATISTICS=MEAN STDDEV MIN MAX. Descriptive Statistics N Minimum Maximum Mean Std. Deviation TB.LTH 820 1 5 3.72 .625 LTH1 820 1 5 3.69 .869 LTH2 820 1 5 3.42 .999 LTH3 820 1 5 4.15 .882 LTH4 820 1 5 3.64 .941 TB.LTT 820 1 5 3.76 .680 LTT1 820 1 5 3.80 .790 LTT2 820 1 5 3.77 .811 LTT3 820 1 5 3.81 .869 LTT4 820 1 5 3.69 .892 LTT5 820 1 5 3.74 .866 TB.CL 820 1 5 3.79 .653 CL1 820 1 5 3.90 .869 CL2 820 1 5 3.89 .753 CL3 820 1 5 3.75 .796 CL4 820 1 5 3.67 .831 CL5 820 1 5 3.76 .787 CL6 820 1 5 3.73 .792 TB.HA 820 1 5 4.01 .681 HA1 820 1 5 3.87 .778 HA2 820 1 5 4.05 .840 HA3 820 1 5 4.01 .812 HA4 820 1 5 4.04 .796 HA5 820 1 5 4.09 .764 TB.NT 820 1 5 3.68 .666 NT1 820 1 5 3.69 .825 NT2 820 1 5 3.71 .763 NT3 820 1 5 3.61 .792 NT4 820 1 5 3.68 .783 NT5 820 1 5 3.73 .779 TB.CP 820 1 5 3.34 .678 CP1 820 1 5 3.06 .710 CP2 820 1 5 3.36 .857 168 CP3 820 1 5 3.40 .956 CP4 820 1 5 3.29 .984 CP5 820 1 5 3.35 .971 CP6 820 1 5 3.48 .913 CP7 820 1 5 3.41 .973 Valid N (listwise) 820 169 PHỤ LỤC 9. KẾT QUẢ KIỂM ĐỊNH THANG ĐO CHÍNH THỨC BẰNG CRONBACH’S ALPHA RELIABILITY /VARIABLES=LTH1 LTH2 LTH3 LTH4 /SCALE('LÒNG TRUNG THÀNH HÀNH VI') ALL /MODEL=ALPHA /SUMMARY=TOTAL. Reliability Scale: LÒNG TRUNG THÀNH HÀNH VI Case Processing Summary N % Cases Valid 820 100.0 Excludeda 0 .0 Total 820 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .880 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted LTH1 7.46 7.172 .698 .861 LTH2 8.03 6.551 .752 .841 LTH3 8.08 6.758 .792 .825 LTH4 7.99 7.040 .719 .853 170 RELIABILITY /VARIABLES=LTT1 LTT2 LTT3 LTT4 LTT5 /SCALE('LÒNG TRUNG THÀNH THÁI ĐỘ') ALL /MODEL=ALPHA /SUMMARY=TOTAL. Reliability Scale: LÒNG TRUNG THÀNH THÁI ĐỘ Case Processing Summary N % Cases Valid 820 100.0 Excludeda 0 .0 Total 820 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .914 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted LTT1 14.74 7.776 .758 .900 LTT2 14.83 7.663 .747 .903 LTT3 14.92 7.664 .786 .894 LTT4 14.84 7.596 .822 .887 LTT5 14.81 7.778 .796 .893 171 RELIABILITY /VARIABLES=NT1 NT2 NT3 NT4 NT5 /SCALE('NIỀM TIN') ALL /MODEL=ALPHA /SUMMARY=TOTAL. Reliability Scale: NIỀM TIN Case Processing Summary N % Cases Valid 820 100.0 Excludeda 0 .0 Total 820 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .881 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted NT1 13.16 8.315 .715 .855 NT2 13.11 8.290 .722 .853 NT3 12.78 8.480 .730 .852 NT4 12.96 8.285 .757 .845 NT5 12.92 8.831 .648 .870 172 RELIABILITY /VARIABLES=CL1 CL2 CL3 CL4 CL5 CL6 /SCALE('CHẤT LƯỢNG DỊCH VỤ CẢM NHẬN') ALL /MODEL=ALPHA /SUMMARY=TOTAL. Reliability Scale: CHẤT LƯỢNG DỊCH VỤ CẢM NHẬN Case Processing Summary N % Cases Valid 820 100.0 Excludeda 0 .0 Total 820 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .911 6 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted CL1 19.03 10.386 .699 .902 CL2 18.90 10.428 .732 .897 CL3 18.83 10.156 .771 .892 CL4 19.07 9.693 .783 .890 CL5 18.90 10.154 .783 .890 CL6 19.07 10.220 .740 .896 173 RELIABILITY /VARIABLES=CP1 CP2 CP3 CP4 CP5 CP6 CP7 /SCALE('CHI PHÍ CHUYỂN ĐỔI') ALL /MODEL=ALPHA /SUMMARY=TOTAL. Reliability Scale: CHI PHÍ CHUYỂN ĐỔI Case Processing Summary N % Cases Valid 820 100.0 Excludeda 0 .0 Total 820 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .864 7 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted CP1 19.89 20.427 .535 .857 CP2 19.94 18.796 .645 .843 CP3 20.24 18.989 .592 .851 CP4 19.82 18.563 .694 .836 CP5 19.85 18.671 .697 .836 CP6 19.88 18.965 .640 .844 CP7 19.94 18.883 .637 .844 174 RELIABILITY /VARIABLES=HA1 HA2 HA3 HA4 HA5 /SCALE('HÌNH ẢNH DOANH NGHIỆP') ALL /MODEL=ALPHA /SUMMARY=TOTAL. Reliability Scale: HÌNH ẢNH DOANH NGHIỆP Case Processing Summary N % Cases Valid 820 100.0 Excludeda 0 .0 Total 820 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .909 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted HA1 16.22 8.041 .693 .904 HA2 16.04 7.510 .758 .891 HA3 16.08 7.411 .823 .877 HA4 16.05 7.597 .792 .883 HA5 16.00 7.789 .784 .886 175 PHỤ LỤC 10. KẾT QUẢ KIỂM ĐỊNH THANG ĐO CHÍNH THỨC BẰNG PHÂN TÍCH NHÂN TỐ KHÁM PHÁ EFA FACTOR /VARIABLES LTH1 LTH2 LTH3 LTH4 LTT1 LTT2 LTT3 LTT4 LTT5 NT1 NT2 NT3 NT4 NT5 CL1 CL2 CL3 CL4 CL5 CL6 CP1 CP2 CP3 CP4 CP5 CP6 CP7 HA1 HA2 HA3 HA4 HA5 /MISSING LISTWISE /ANALYSIS LTH1 LTH2 LTH3 LTH4 LTT1 LTT2 LTT3 LTT4 LTT5 NT1 NT2 NT3 NT4 NT5 CL1 CL2 CL3 CL4 CL5 CL6 CP1 CP2 CP3 CP4 CP5 CP6 CP7 HA1 HA2 HA3 HA4 HA5 /PRINT INITIAL KMO EXTRACTION ROTATION /FORMAT SORT BLANK(.5) /CRITERIA MINEIGEN(1) ITERATE(25) /EXTRACTION PC /CRITERIA ITERATE(25) /ROTATION PROMAX(4) /METHOD=CORRELATION. Factor Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .935 Bartlett's Test of Sphericity Approx. Chi-Square 17276.541 df 496 Sig. .000 Communalities Initial Extraction LTH1 1.000 .677 LTH2 1.000 .784 LTH3 1.000 .807 LTH4 1.000 .700 LTT1 1.000 .716 LTT2 1.000 .693 LTT3 1.000 .757 LTT4 1.000 .799 LTT5 1.000 .759 NT1 1.000 .654 NT2 1.000 .666 NT3 1.000 .714 NT4 1.000 .789 NT5 1.000 .661 CL1 1.000 .601 CL2 1.000 .657 CL3 1.000 .741 176 CL4 1.000 .771 CL5 1.000 .747 CL6 1.000 .696 CP1 1.000 .448 CP2 1.000 .578 CP3 1.000 .571 CP4 1.000 .664 CP5 1.000 .655 CP6 1.000 .589 CP7 1.000 .589 HA1 1.000 .624 HA2 1.000 .729 HA3 1.000 .788 HA4 1.000 .764 HA5 1.000 .750 Extraction Method: Principal Component Analysis. Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadingsa Total % of Variance Cumulative % Total % of Variance Cumulative % Total 1 10.011 31.286 31.286 10.011 31.286 31.286 7.261 2 5.304 16.576 47.862 5.304 16.576 47.862 7.789 3 3.060 9.562 57.424 3.060 9.562 57.424 5.209 4 1.460 4.562 61.986 1.460 4.562 61.986 4.575 5 1.205 3.766 65.752 1.205 3.766 65.752 7.652 6 1.097 3.427 69.179 1.097 3.427 69.179 4.395 7 0.905 2.827 72.006 8 0.670 2.093 74.099 9 0.568 1.775 75.874 10 0.551 1.723 77.597 11 0.514 1.605 79.203 12 0.479 1.498 80.701 13 0.465 1.453 82.154 14 0.450 1.407 83.561 15 0.396 1.236 84.797 16 0.388 1.213 86.011 17 0.370 1.158 87.168 177 18 0.357 1.117 88.285 19 0.333 1.042 89.326 20 0.325 1.016 90.343 21 0.314 0.980 91.323 22 0.305 0.952 92.274 23 0.284 0.889 93.163 24 0.282 0.880 94.043 25 0.271 0.846 94.889 26 0.269 0.840 95.728 27 0.253 0.789 96.518 28 0.248 0.775 97.292 29 0.238 0.745 98.037 30 0.230 0.718 98.755 31 0.206 0.643 99.398 32 0.193 0.602 100.000 Extraction Method: Principal Component Analysis. a. When components are correlated, sums of squared loadings cannot be added to obtain a total variance. Component Matrixa Component 1 2 3 4 5 6 LTT1 .780 CL2 .770 LTT4 .768 LTT5 .766 LTT2 .762 LTT3 .748 HA3 .745 CL5 .745 CL1 .739 CL6 .736 CL3 .735 HA5 .735 CL4 .717 HA4 .707 HA1 .702 HA2 .673 CP1 LTH1 .807 NT2 .806 178 NT1 .798 NT3 .779 LTH3 .768 LTH4 .765 NT4 .763 LTH2 .736 NT5 .665 CP4 .661 CP5 .652 CP7 .640 CP3 .637 CP2 .615 CP6 .594 Extraction Method: Principal Component Analysis.a a. 6 components extracted. Pattern Matrixa Component 1 2 3 4 5 6 HA4 .884 HA2 .870 HA3 .836 HA5 .813 HA1 .678 CL4 .923 CL3 .869 CL5 .861 CL6 .790 CL2 .576 CL1 .546 CP4 .826 CP5 .813 CP7 .780 CP6 .748 CP2 .741 CP3 .691 CP1 .544 NT4 .947 NT5 .907 179 NT3 .817 NT1 .609 NT2 .609 LTT4 .880 LTT3 .854 LTT5 .816 LTT2 .702 LTT1 .669 LTH2 .942 LTH3 .937 LTH4 .785 LTH1 .604 Extraction Method: Principal Component Analysis. Rotation Method: Promax with Kaiser Normalization.a a. Rotation converged in 7 iterations. Structure Matrix Component 1 2 3 4 5 6 HA3 .882 .541 .582 HA4 .872 .527 HA5 .863 .568 .537 HA2 .851 .504 HA1 .775 .501 .571 CL4 .871 .570 CL5 .535 .863 .547 CL3 .540 .857 .527 CL6 .830 .578 CL2 .639 .776 .589 CL1 .563 .747 .621 CP5 .800 CP4 .800 CP7 .754 CP6 .753 CP2 .748 CP3 .700 CP1 .628 NT4 .883 NT3 .843 .536 180 NT5 .800 NT2 .782 .655 NT1 .776 .646 LTT4 .556 .580 .893 LTT5 .556 .600 .869 LTT3 .508 .591 .868 LTT1 .651 .587 .822 LTT2 .569 .606 .821 LTH3 .501 .896 LTH2 .879 LTH4 .556 .832 LTH1 .666 .787 Extraction Method: Principal Component Analysis. Rotation Method: Promax with Kaiser Normalization. Component Correlation Matrix Component 1 2 3 4 5 6 1 1.000 .590 .261 .004 .597 -.024 2 .590 1.000 .359 .006 .648 -.035 3 .261 .359 1.000 -.004 .359 .015 4 .004 .006 -.004 1.000 .033 .603 5 .597 .648 .359 .033 1.000 .028 6 -.024 -.035 .015 .603 .028 1.000 Extraction Method: Principal Component Analysis. Rotation Method: Promax with Kaiser Normalization. 181 PHỤ LỤC 11. KẾT QUẢ KIỂM ĐỊNH THANG ĐO CHÍNH THỨC BẰNG PHÂN TÍCH NHÂN TỐ KHẲNG ĐỊNH CFA Model Fit Summary CMIN Model NPAR CMIN DF P CMIN/DF Default model 79 1620.693 449 .000 3.610 Saturated model 528 .000 0 Independence model 32 17522.584 496 .000 35.328 RMR, GFI Model RMR GFI AGFI PGFI Default model .033 .883 .863 .751 Saturated model .000 1.000 Independence model .235 .218 .167 .205 Baseline Comparisons Model NFI Delta1 RFI rho1 IFI Delta2 TLI rho2 CFI Default model .908 .898 .931 .924 .931 Saturated model 1.000 1.000 1.000 Independence model .000 .000 .000 .000 .000 Parsimony-Adjusted Measures Model PRATIO PNFI PCFI Default model .905 .822 .843 Saturated model .000 .000 .000 Independence model 1.000 .000 .000 NCP Model NCP LO 90 HI 90 Default model 1171.693 1052.509 1298.429 Saturated model .000 .000 .000 Independence model 17026.584 16597.385 17462.122 FMIN Model FMIN F0 LO 90 HI 90 Default model 1.979 1.431 1.285 1.585 Saturated model .000 .000 .000 .000 Independence model 21.395 20.789 20.265 21.321 182 RMSEA Model RMSEA LO 90 HI 90 PCLOSE Default model .056 .053 .059 .000 Independence model .205 .202 .207 .000 AIC Model AIC BCC BIC CAIC Default model 1778.693 1785.327 2150.729 2229.729 Saturated model 1056.000 1100.336 3542.513 4070.513 Independence model 17586.584 17589.271 17737.282 17769.282 ECVI Model ECVI LO 90 HI 90 MECVI Default model 2.172 2.026 2.327 2.180 Saturated model 1.289 1.289 1.289 1.344 Independence model 21.473 20.949 22.005 21.477 HOELTER Model HOELTER .05 HOELTER .01 Default model 253 264 183 Estimates (Group number 1 - Default model) Scalar Estimates (Group number 1 - Default model) Maximum Likelihood Estimates Regression Weights: (Group number 1 - Default model) Estimate S.E. C.R. P Label HA4 <--- HA 1.000 HA2 <--- HA .993 .037 27.006 *** HA3 <--- HA 1.061 .034 31.642 *** HA5 <--- HA .952 .032 29.408 *** HA1 <--- HA .854 .035 24.200 *** CL4 <--- CL 1.000 CL3 <--- CL .902 .033 26.925 *** CL5 <--- CL .904 .033 27.446 *** CL6 <--- CL .886 .034 25.684 *** CL2 <--- CL .841 .033 25.396 *** CL1 <--- CL .845 .035 24.031 *** CP4 <--- CP 1.000 CP5 <--- CP .986 .046 21.655 *** CP7 <--- CP .914 .047 19.254 *** CP6 <--- CP .910 .047 19.511 *** CP2 <--- CP .935 .048 19.651 *** CP3 <--- CP .872 .050 17.608 *** CP1 <--- CP .673 .042 16.065 *** LTT4 <--- LTT 1.000 LTT5 <--- LTT .954 .031 31.013 *** LTT3 <--- LTT .971 .032 29.918 *** LTT2 <--- LTT .969 .035 28.056 *** LTT1 <--- LTT .953 .033 29.139 *** NT4 <--- NT 1.000 NT3 <--- NT .980 .041 24.013 *** NT5 <--- NT .840 .042 20.021 *** NT2 <--- NT 1.046 .043 24.367 *** NT1 <--- NT 1.038 .043 24.137 *** LTH2 <--- LTH 1.000 LTH3 <--- LTH .975 .037 26.603 *** LTH4 <--- LTH .910 .037 24.405 *** LTH1 <--- LTH .896 .037 24.202 *** 184 Standardized Regression Weights: (Group number 1 - Default model) Estimate HA4 <--- HA .843 HA2 <--- HA .793 HA3 <--- HA .877 HA5 <--- HA .837 HA1 <--- HA .735 CL4 <--- CL .818 CL3 <--- CL .813 CL5 <--- CL .824 CL6 <--- CL .786 CL2 <--- CL .780 CL1 <--- CL .749 CP4 <--- CP .764 CP5 <--- CP .767 CP7 <--- CP .687 CP6 <--- CP .696 CP2 <--- CP .701 CP3 <--- CP .633 CP1 <--- CP .581 LTT4 <--- LTT .863 LTT5 <--- LTT .842 LTT3 <--- LTT .825 LTT2 <--- LTT .794 LTT1 <--- LTT .812 NT4 <--- NT .791 NT3 <--- NT .791 NT5 <--- NT .679 NT2 <--- NT .801 NT1 <--- NT .794 LTH2 <--- LTH .804 LTH3 <--- LTH .847 LTH4 <--- LTH .789 LTH1 <--- LTH .784 Covariances: (Group number 1 - Default model) Estimate S.E. C.R. P Label HA CL .316 .023 13.872 *** HA CP .155 .021 7.375 *** HA LTT .333 .023 14.559 *** HA NT -.001 .018 -.036 .971 HA LTH -.002 .022 -.077 .938 CL CP .208 .022 9.304 *** 185 Estimate S.E. C.R. P Label CL LTT .355 .024 14.852 *** CL NT .004 .018 .223 .823 CL LTH -.013 .022 -.580 .562 CP LTT .201 .022 9.104 *** CP NT .002 .020 .109 .913 CP LTH .014 .025 .572 .568 LTT NT .012 .018 .683 .495 LTT LTH .015 .022 .683 .494 NT LTH .440 .032 13.799 *** Correlations: (Group number 1 - Default model) Estimate HA CL .699 HA CP .310 HA LTT .733 HA NT -.001 HA LTH -.003 CL CP .414 CL LTT .777 CL NT .009 CL LTH -.023 CP LTT .398 CP NT .004 CP LTH .023 LTT NT .027 LTT LTH .027 NT LTH .755 Variances: (Group number 1 - Default model) Estimate S.E. C.R. P Label HA .451 .031 14.625 *** CL .454 .033 13.972 *** CP .554 .045 12.278 *** LTT .459 .030 15.217 *** NT .468 .036 13.081 *** LTH .726 .054 13.389 *** e1 .184 .011 16.070 *** e2 .263 .015 17.384 *** e3 .153 .010 14.565 *** e4 .174 .011 16.247 *** e5 .279 .015 18.258 *** e7 .224 .013 16.828 *** 186 Estimate S.E. C.R. P Label e8 .189 .011 16.951 *** e9 .175 .011 16.670 *** e10 .220 .013 17.514 *** e11 .207 .012 17.627 *** e12 .253 .014 18.092 *** e13 .394 .024 16.124 *** e14 .375 .023 16.038 *** e15 .516 .029 17.624 *** e16 .488 .028 17.496 *** e17 .502 .029 17.423 *** e18 .632 .035 18.297 *** e19 .493 .026 18.762 *** e20 .158 .010 15.592 *** e21 .171 .010 16.339 *** e22 .203 .012 16.847 *** e23 .253 .014 17.538 *** e24 .215 .013 17.159 *** e25 .280 .017 16.271 *** e26 .269 .017 16.271 *** e27 .385 .021 18.222 *** e28 .287 .018 15.996 *** e29 .295 .018 16.178 *** e30 .397 .025 15.809 *** e31 .271 .019 14.064 *** e32 .364 .022 16.251 *** e33 .365 .022 16.393 *** 187 PHỤ LỤC 12. KẾT QUẢ KIỂM ĐỊNH GIẢ THUYẾT NGHIÊN CỨU BẰNG MÔ HÌNH CẤU TRÚC TUYẾN TÍNH SEM Model Fit Summary CMIN Model NPAR CMIN DF P CMIN/DF Default model 75 2068.012 453 .000 4.565 Saturated model 528 .000 0 Independence model 32 17522.584 496 .000 35.328 RMR, GFI Model RMR GFI AGFI PGFI Default model .036 .847 .822 .727 Saturated model .000 1.000 Independence model .235 .218 .167 .205 Baseline Comparisons Model NFI Delta1 RFI rho1 IFI Delta2 TLI rho2 CFI Default model .882 .871 .905 .896 .905 Saturated model 1.000 1.000 1.000 Independence model .000 .000 .000 .000 .000 Parsimony-Adjusted Measures Model PRATIO PNFI PCFI Default model .913 .806 .827 Saturated model .000 .000 .000 Independence model 1.000 .000 .000 NCP Model NCP LO 90 HI 90 Default model 1615.012 1477.538 1759.972 Saturated model .000 .000 .000 Independence model 17026.584 16597.385 17462.122 FMIN Model FMIN F0 LO 90 HI 90 Default model 2.525 1.972 1.804 2.149 Saturated model .000 .000 .000 .000 Independence model 21.395 20.789 20.265 21.321 188 RMSEA Model RMSEA LO 90 HI 90 PCLOSE Default model .066 .063 .069 .000 Independence model .205 .202 .207 .000 AIC Model AIC BCC BIC CAIC Default model 2218.012 2224.310 2571.210 2646.210 Saturated model 1056.000 1100.336 3542.513 4070.513 Independence model 17586.584 17589.271 17737.282 17769.282 ECVI Model ECVI LO 90 HI 90 MECVI Default model 2.708 2.540 2.885 2.716 Saturated model 1.289 1.289 1.289 1.344 Independence model 21.473 20.949 22.005 21.477 HOELTER Model HOELTER .05 HOELTER .01 Default model 200 209 Independence model 26 27 189 Estimates (Group number 1 - Default model) Scalar Estimates (Group number 1 - Default model) Maximum Likelihood Estimates Regression Weights: (Group number 1 - Default model) Estimate S.E. C.R. P Label CP <--- CL .461 .044 10.552 *** HA <--- CL .699 .037 18.987 *** NT <--- CL .012 .037 .337 .736 LTT <--- CL .491 .042 11.618 *** LTT <--- HA .369 .039 9.559 *** LTT <--- NT .017 .027 .637 .524 LTT <--- CP .074 .026 2.897 .004 LTH <--- HA .021 .041 .512 .609 LTH <--- CL .182 .047 3.840 *** LTH <--- CP .038 .025 1.501 .133 LTH <--- NT 1.176 .060 19.554 *** LTH <--- LTT .123 .049 2.485 .013 HA4 <--- HA 1.000 HA2 <--- HA .993 .037 27.011 *** HA3 <--- HA 1.062 .034 31.634 *** HA5 <--- HA .952 .032 29.391 *** HA1 <--- HA .854 .035 24.185 *** CL4 <--- CL 1.000 CL3 <--- CL .902 .034 26.794 *** CL5 <--- CL .904 .033 27.336 *** CL6 <--- CL .887 .035 25.624 *** CL2 <--- CL .844 .033 25.391 *** CL1 <--- CL .847 .035 24.027 *** CP4 <--- CP 1.000 CP5 <--- CP .986 .046 21.637 *** CP7 <--- CP .914 .048 19.240 *** CP6 <--- CP .910 .047 19.489 *** CP2 <--- CP .936 .048 19.652 *** CP3 <--- CP .874 .050 17.624 *** CP1 <--- CP .673 .042 16.066 *** NT4 <--- NT 1.000 NT5 <--- NT .830 .048 17.158 *** NT3 <--- NT 1.009 .048 20.934 *** NT2 <--- NT 1.112 .051 21.906 *** NT1 <--- NT 1.097 .051 21.588 *** LTT4 <--- LTT 1.000 LTT3 <--- LTT .971 .033 29.844 *** LTT5 <--- LTT .954 .031 30.955 *** 190 Estimate S.E. C.R. P Label LTT2 <--- LTT .971 .035 28.061 *** LTT1 <--- LTT .953 .033 29.094 *** LTH2 <--- LTH 1.000 LTH3 <--- LTH .968 .049 19.776 *** LTH4 <--- LTH .959 .049 19.566 *** LTH1 <--- LTH 1.022 .049 20.967 *** Standardized Regression Weights: (Group number 1 - Default model) Estimate CP <--- CL .417 HA <--- CL .700 NT <--- CL .013 LTT <--- CL .488 LTT <--- HA .366 LTT <--- NT .016 LTT <--- CP .082 LTH <--- HA .019 LTH <--- CL .164 LTH <--- CP .038 LTH <--- NT .994 LTH <--- LTT .111 HA4 <--- HA .842 HA2 <--- HA .793 HA3 <--- HA .877 HA5 <--- HA .837 HA1 <--- HA .735 CL4 <--- CL .817 CL3 <--- CL .811 CL5 <--- CL .823 CL6 <--- CL .786 CL2 <--- CL .781 CL1 <--- CL .750 CP4 <--- CP .764 CP5 <--- CP .767 CP7 <--- CP .687 CP6 <--- CP .696 CP2 <--- CP .701 CP3 <--- CP .633 CP1 <--- CP .581 NT4 <--- NT .728 NT5 <--- NT .618 NT3 <--- NT .749 NT2 <--- NT .783 NT1 <--- NT .772 191 Estimate LTT4 <--- LTT .862 LTT3 <--- LTT .824 LTT5 <--- LTT .842 LTT2 <--- LTT .794 LTT1 <--- LTT .812 LTH2 <--- LTH .702 LTH3 <--- LTH .735 LTH4 <--- LTH .727 LTH1 <--- LTH .781 Variances: (Group number 1 - Default model) Estimate S.E. C.R. P Label CL .453 .032 13.937 *** e37 .457 .038 12.009 *** e34 .396 .034 11.735 *** e36 .230 .017 13.218 *** e35 .146 .012 12.653 *** e1 .185 .011 16.079 *** e2 .263 .015 17.378 *** e3 .152 .010 14.557 *** e4 .174 .011 16.249 *** e5 .280 .015 18.260 *** e7 .226 .013 16.877 *** e8 .191 .011 17.002 *** e9 .176 .011 16.712 *** e10 .220 .013 17.529 *** e11 .206 .012 17.620 *** e12 .253 .014 18.089 *** e13 .395 .024 16.131 *** e14 .376 .023 16.043 *** e15 .516 .029 17.626 *** e16 .489 .028 17.502 *** e17 .502 .029 17.417 *** e18 .631 .034 18.289 *** e19 .493 .026 18.760 *** e20 .352 .019 18.111 *** e21 .442 .023 19.074 *** e22 .315 .018 17.817 *** e23 .309 .018 17.238 *** e24 .323 .019 17.447 *** e25 .158 .010 15.622 *** e26 .204 .012 16.863 *** e27 .171 .010 16.348 *** e28 .252 .014 17.526 *** 192 Estimate S.E. C.R. P Label e29 .215 .013 17.163 *** e30 .569 .031 18.409 *** e31 .442 .025 18.032 *** e32 .456 .025 18.136 *** e33 .370 .021 17.289 *** Squared Multiple Correlations: (Group number 1 - Default model) Estimate NT .000 CP .174 HA .490 LTT .681 LTH1 .610 LTH4 .528 LTH3 .540 LTH2 .493 LTT1 .659 LTT2 .631 LTT5 .709 LTT3 .680 LTT4 .743 NT1 .596 NT2 .613 NT3 .561 NT5 .382 NT4 .529 CP1 .337 CP3 .401 CP2 .491 CP6 .484 CP7 .472 CP5 .589 CP4 .584 CL1 .562 CL2 .610 CL6 .618 CL5 .677 CL3 .658 CL4 .667 HA1 .541 HA5 .701 HA3 .769 HA2 .629 HA4 .710 193 Modification Indices (Group number 1 - Default model) Covariances: (Group number 1 - Default model) M.I. Par Change e31 e33 25.480 .080 e31 e32 114.204 .185 e30 e37 5.143 .046 e30 e33 33.831 .104 e30 e32 53.249 .142 e30 e31 161.465 .244 e29 e36 17.569 .039 e29 e35 13.686 -.029 e28 e34 5.872 -.030 e28 e35 6.140 -.021 e27 e28 4.791 -.018 e26 e36 9.013 -.028 e25 e35 8.589 .020 e25 e27 13.220 .025 e25 e26 6.902 .020 e24 e33 22.618 -.065 e24 e32 6.949 -.039 e24 e31 10.129 -.047 e24 e30 6.974 -.044 e23 e33 14.104 -.051 e23 e32 14.142 -.055 e23 e31 6.919 -.038 e23 e30 4.559 -.035 e23 e24 74.773 .108 e22 e33 4.392 .028 e22 e32 21.918 -.069 e22 e31 68.800 -.120 e22 e30 42.049 -.106 e21 e33 20.080 -.069 e21 e32 6.506 -.043 e21 e31 39.664 -.105 e21 e30 43.867 -.124 e21 e23 6.416 .036 e21 e22 16.599 .058 e20 e32 20.502 -.070 e20 e31 65.190 -.123 e20 e30 92.852 -.165 e20 e25 4.068 .020 e20 e22 127.811 .146 e20 e21 129.158 .169 e19 CL 26.155 .091 194 M.I. Par Change e19 e37 6.007 -.046 e19 e24 4.362 .032 e18 e36 17.233 -.065 e18 e35 23.160 .063 e18 e32 4.202 .042 e18 e25 13.269 .047 e18 e19 11.887 .072 e17 e23 4.986 -.035 e17 e19 4.307 .040 e17 e18 27.776 .115 e16 e34 5.980 -.042 e16 e23 5.080 .035 e16 e18 10.077 -.068 e16 e17 32.102 -.110 e15 CL 4.016 -.037 e15 e29 8.958 .040 e15 e28 13.316 .052 e15 e27 5.340 -.028 e15 e25 10.978 -.039 e15 e18 7.100 -.059 e15 e17 37.696 -.123 e15 e16 215.794 .289 e14 e35 6.104 -.026 e13 e35 9.924 -.034 e13 e19 8.792 -.052 e13 e17 27.099 .094 e13 e16 6.082 -.044 e13 e15 17.706 -.077 e13 e14 16.455 .065 e12 e36 13.615 .037 e12 e35 11.054 .028 e12 e27 4.886 .019 e11 e36 37.377 .055 e11 e29 17.909 .036 e11 e24 4.404 -.022 e11 e16 5.083 .028 e11 e12 54.978 .066 e10 e37 5.027 .029 e10 e28 4.297 .019 e10 e19 11.146 .042 e10 e12 5.231 -.021 e10 e11 15.924 -.033 e9 e35 5.279 -.016 e9 e12 5.659 -.020 195 M.I. Par Change e9 e11 12.784 -.027 e9 e10 5.562 .019 e8 e35 5.747 -.018 e8 e25 4.189 -.015 e8 e18 11.908 -.047 e8 e14 5.166 .025 e8 e12 15.996 -.035 e8 e9 6.861 .019 e7 e36 40.510 -.061 e7 e33 5.504 .028 e7 e12 8.271 -.027 e7 e11 8.748 -.025 e7 e10 9.612 .028 e7 e9 8.896 .024 e7 e8 16.428 .034 e5 CL 4.482 .029 e5 e37 7.004 .038 e5 e36 4.944 -.023 e5 e35 8.958 .026 e5 e31 5.317 -.031 e5 e29 7.180 .026 e5 e20 5.520 .028 e5 e15 5.221 .034 e4 e28 4.275 -.018 e4 e18 8.153 -.038 e4 e11 6.625 .020 e4 e5 4.793 -.019 e3 e31 9.236 .034 e3 e27 5.450 -.017 e3 e22 8.910 -.028 e3 e20 9.481 -.030 e3 e10 5.386 -.018 e2 e37 5.686 -.034 e2 e28 14.522 .039 e2 e26 9.019 -.028 e2 e18 14.615 -.061 e2 e11 4.867 .020 e2 e5 7.377 .029 e1 CL 4.061 -.023 e1 e36 4.385 .018 e1 e30 4.823 -.029 e1 e13 7.916 .032 e1 e7 11.330 -.029 e1 e5 4.617 -.020 196 M.I. Par Change e1 e4 9.222 .023 e1 e3 4.046 .015 Variances: (Group number 1 - Default model) M.I. Par Change Regression Weights: (Group number 1 - Default model) M.I. Par Change LTH1 <--- LTH3 10.739 .076 LTH1 <--- LTH2 15.943 .086 LTH1 <--- NT1 7.800 -.071 LTH1 <--- NT2 4.548 -.054 LTH1 <--- NT5 11.507 -.091 LTH4 <--- LTH3 47.882 .175 LTH4 <--- LTH2 24.988 .117 LTH4 <--- NT2 4.436 -.058 LTH4 <--- NT3 8.189 -.084 LTH4 <--- NT4 8.341 -.083 LTH3 <--- LTH1 8.763 .074 LTH3 <--- LTH4 49.374 .175 LTH3 <--- LTH2 75.807 .201 LTH3 <--- NT3 27.519 -.152 LTH3 <--- NT5 23.582 -.141 LTH3 <--- NT4 28.320 -.151 LTH2 <--- LTH1 11.599 .096 LTH2 <--- LTH4 22.973 .134 LTH2 <--- LTH3 67.590 .231 LTH2 <--- NT3 17.771 -.137 LTH2 <--- NT5 27.007 -.169 LTH2 <--- NT4 41.606 -.205 LTT1 <--- HA 12.660 .096 LTT1 <--- CP7 5.064 .040 LTT1 <--- CL2 11.059 .080 LTT1 <--- HA1 18.053 .095 LTT1 <--- HA5 8.466 .067 LTT1 <--- HA3 13.513 .079 LTT1 <--- HA2 6.747 .054 LTT1 <--- HA4 13.023 .079 LTT2 <--- NT 5.768 -.075 LTT2 <--- LTH 6.622 -.068 LTT2 <--- NT1 7.187 -.056 LTT2 <--- NT2 5.804 -.051 LTT2 <--- NT3 4.349 -.046 LTT2 <--- NT4 6.187 -.054 197 M.I. Par Change LTT2 <--- CP7 12.329 .067 LTT2 <--- CL6 5.831 .060 LTT2 <--- HA2 8.843 .066 LTT3 <--- HA 4.019 -.053 LTT3 <--- HA2 10.481 -.066 LTT3 <--- HA4 6.039 -.053 LTT4 <--- NT3 5.366 .043 LTT4 <--- NT4 5.576 .043 LTT4 <--- CP3 4.543 .032 LTT4 <--- CP7 8.319 -.046 LTT4 <--- CL2 4.070 -.043 LTT4 <--- CL5 6.193 -.053 LTT4 <--- CL3 6.977 -.055 LTT4 <--- HA5 4.146 -.042 NT1 <--- LTH1 7.175 -.058 NT1 <--- NT2 25.610 .120 NT1 <--- CP1 4.580 .053 NT2 <--- LTH1 4.538 -.046 NT2 <--- LTH4 5.782 -.051 NT2 <--- NT1 27.030 .121 NT2 <--- CP2 4.350 -.044 NT3 <--- LTH4 9.714 -.066 NT3 <--- LTH3 29.294 -.115 NT3 <--- LTH2 20.076 -.088 NT3 <--- NT5 9.792 .077 NT3 <--- NT4 55.096 .178 NT5 <--- LTH1 7.152 -.066 NT5 <--- LTH3 16.982 -.100 NT5 <--- LTH2 20.964 -.103 NT5 <--- NT3 6.534 .072 NT5 <--- NT4 55.291 .205 NT4 <--- LTH4 9.709 -.069 NT4 <--- LTH3 28.826 -.119 NT4 <--- LTH2 45.367 -.138 NT4 <--- NT3 50.620 .183 NT4 <--- NT5 76.122 .225 CP1 <--- CL 26.155 .200 CP1 <--- HA 10.564 .128 CP1 <--- LTT 21.342 .180 CP1 <--- LTT1 9.969 .101 CP1 <--- LTT2 15.488 .121 CP1 <--- LTT5 20.907 .151 CP1 <--- LTT3 11.522 .108 CP1 <--- LTT4 18.200 .138 198 M.I. Par Change CP1 <--- CP3 6.565 .063 CP1 <--- CL1 7.602 .092 CP1 <--- CL2 8.022 .099 CP1 <--- CL6 33.624 .194 CP1 <--- CL5 24.759 .171 CP1 <--- CL3 17.989 .144 CP1 <--- CL4 21.686 .143 CP1 <--- HA1 8.357 .094 CP1 <--- HA5 7.044 .088 CP1 <--- HA3 7.749 .087 CP1 <--- HA2 5.231 .069 CP3 <--- HA 14.781 -.173 CP3 <--- LTH4 4.131 .060 CP3 <--- CP1 7.424 .092 CP3 <--- CP2 12.584 .104 CP3 <--- CP6 4.650 -.064 CP3 <--- CL3 9.536 -.120 CP3 <--- HA1 5.541 -.087 CP3 <--- HA5 20.347 -.171 CP3 <--- HA3 6.812 -.093 CP3 <--- HA2 26.072 -.176 CP3 <--- HA4 15.076 -.141 CP2 <--- CP3 15.436 .101 CP2 <--- CP6 14.902 -.105 CP2 <--- CP7 17.976 -.113 CP2 <--- CP4 9.586 .084 CP6 <--- NT 5.923 -.105 CP6 <--- LTH 5.546 -.086 CP6 <--- LTH4 5.881 -.064 CP6 <--- LTH3 4.653 -.057 CP6 <--- LTH2 5.416 -.057 CP6 <--- LTT1 4.815 .072 CP6 <--- NT5 7.864 -.086 CP6 <--- NT4 5.305 -.069 CP6 <--- CP3 5.598 -.060 CP6 <--- CP2 14.625 -.100 CP6 <--- CP7 102.845 .266 CP6 <--- HA5 4.081 .069 CP7 <--- CL 4.016 -.083 CP7 <--- LTT4 5.120 -.077 CP7 <--- CP2 17.158 -.111 CP7 <--- CP6 100.030 .274 CP7 <--- CP4 6.249 -.068 CP7 <--- CL5 5.764 -.087 199 M.I. Par Change CP7 <--- CL3 4.954 -.079 CP5 <--- CP4 5.917 .059 CP4 <--- LTT 4.779 -.081 CP4 <--- LTT2 6.727 -.076 CP4 <--- LTT5 4.639 -.068 CP4 <--- LTT3 6.253 -.076 CP4 <--- CP1 5.536 -.066 CP4 <--- CP2 12.477 .086 CP4 <--- CP7 8.521 -.071 CP4 <--- CP5 5.817 .061 CL1 <--- HA 6.003 .070 CL1 <--- LTT 6.791 .074 CL1 <--- LTT1 4.778 .051 CL1 <--- LTT2 4.388 .047 CL1 <--- LTT5 10.225 .077 CL1 <--- LTT4 8.547 .069 CL1 <--- CL2 19.191 .111 CL1 <--- CL3 4.752 -.054 CL1 <--- HA5 6.248 .061 CL1 <--- HA3 8.301 .066 CL2 <--- HA 16.512 .106 CL2 <--- LTH1 4.066 -.035 CL2 <--- LTT1 13.172 .077 CL2 <--- NT1 5.691 -.045 CL2 <--- CP6 5.208 .040 CL2 <--- CL1 22.031 .104 CL2 <--- CL6 5.440 -.052 CL2 <--- HA1 9.991 .068 CL2 <--- HA5 20.680 .101 CL2 <--- HA3 12.143 .072 CL2 <--- HA2 18.949 .087 CL2 <--- HA4 12.186 .074 CL6 <--- CP1 13.796 .075 CL6 <--- CP3 6.133 .042 CL6 <--- CL2 5.582 -.057 CL5 <--- CL2 4.510 -.047 CL3 <--- LTT1 4.107 -.042 CL3 <--- LTT4 4.207 -.043 CL3 <--- CP3 10.129 -.051 CL3 <--- CL1 6.435 -.055 CL3 <--- CL4 4.786 .044 CL4 <--- HA 17.953 -.118 CL4 <--- CP6 4.083 -.037 CL4 <--- CP5 4.907 -.042 200 M.I. Par Change CL4 <--- CP4 4.249 -.038 CL4 <--- CL3 4.938 .054 CL4 <--- HA1 5.249 -.053 CL4 <--- HA5 18.726 -.102 CL4 <--- HA3 14.375 -.084 CL4 <--- HA2 15.220 -.084 CL4 <--- HA4 25.700 -.115 HA1 <--- CL 4.482 .063 HA1 <--- CP 10.625 .091 HA1 <--- LTT 7.868 .083 HA1 <--- LTT1 13.295 .089 HA1 <--- LTT2 6.872 .061 HA1 <--- LTT5 7.216 .068 HA1 <--- LTT3 5.132 .055 HA1 <--- LTT4 4.131 .050 HA1 <--- NT4 6.276 .056 HA1 <--- CP1 6.218 .056 HA1 <--- CP3 5.516 .044 HA1 <--- CP6 6.808 .052 HA1 <--- CP7 13.400 .072 HA1 <--- CP5 8.411 .059 HA1 <--- CL4 5.024 .053 HA5 <--- CL2 7.530 .061 HA3 <--- NT3 5.295 -.043 HA3 <--- NT4 5.908 -.044 HA2 <--- CP 5.072 -.062 HA2 <--- LTT3 5.761 -.058 HA2 <--- CP3 17.363 -.078 HA2 <--- CP7 4.267 -.040 HA4 <--- CL 4.061 -.052 HA4 <--- CP4 4.072 .034 HA4 <--- CL1 4.111 -.044 HA4 <--- CL4 11.371 -.068