CAO MINH TRÍ ÁNH GIÁ S TH A MÃN NHU C U C A KHÁCH HÀNG V D CH V TH T I NGÂN HÀNG TMCP CÔNG TH NG VI T NAM CHI NHÁNH T NH AN GIANG LU N V N TH C S KINH T CAO MINH TRÍ ÁNH GIÁ S TH A MÃN NHU C U C A KHÁCH HÀNG V D CH V TH T I NGÂN HÀNG TMCP CÔNG TH NG VI T NAM CHI NHÁNH T NH AN GIANG Chuyên ngành: Tài Ngân hàng : 60340201 LU N V N TH C S KINH T PGS.TS P nhi Cao Minh Trí Cao Minh Trí 1 NGÂN .4 .4 .5 ch p nh n th 1.1.2.5 Ch th 1.1.3 L i ích c a vi c s d ng th toán .5 i v i ch th .5 i v i ngân hàng 1.1.3.3 .7 1.2.1 Khách hàng .8 1.2.3 10 15 .15 .16 17 19 1.2.5 M 22 .23 24 26 .27 27 - chi 28 .28 An Giang phát hành 28 2.2.3 29 chi 30 31 31 32 33 .33 34 .35 .35 36 36 .37 38 .45 2.4.5 46 .51 2.4.5.7 52 54 55 NAM CHI .56 56 àng 56 .56 59 60 .62 62 .63 63 63 .64 3.2.7 Nâng c .65 65 66 67 ATM (Automatic Teller CLDV: C NH : Ngân hàng 10 WTO (World Trade Organ 1/ Hình 1.1 Mơ hình Gronroos 2/ Hình 1.2 Mơ hình Parasuraman 3/ Hình 1.3 4/ 5/ 6/ 7/ Hình 2.1 Quy trình 8/ 9/ 10/ chi chi hàng KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .592 Approx Chi-Square 370.320 Bartlett's Test of Sphericity df Sig .000 Total Variance Explained Factor Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.369 59.233 59.233 919 22.985 82.218 478 11.941 94.159 234 5.841 100.000 Extraction Method: Principal Axis Factoring Factor Matrixa Factor TM4 802 TM2 746 TM3 701 TM1 446 Extraction Method: Principal Axis Factoring Total 1.889 % of Variance 47.228 Cumulative % 47.228 a factors extracted iterations required Reliability Statistics Cronbach's Alpha N of Items 909 10 Item-Total Statistics Scale Mean if Corrected Item- Cronbach's Alpha Item Deleted TC1 Scale Variance if Item Deleted Total Correlation if Item Deleted 34.25 25.758 656 900 34.47 24.258 766 893 34.48 25.334 667 900 34.48 24.266 733 895 34.38 25.176 744 895 34.51 24.834 697 898 TC2 34.27 25.085 654 901 TC3 34.24 26.805 629 902 34.17 27.013 618 903 34.48 26.773 553 906 NL1 PT1 Reliability Statistics Cronbach's Alpha N of Items 926 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted PT4 18.536 10.591 838 905 18.185 11.318 678 926 DC4 18.521 10.796 849 904 DC1 18.453 11.249 706 922 DC2 18.464 10.144 857 902 PT3 18.558 11.005 791 912 Reliability Statistics Cronbach's Alpha N of Items 770 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted DC3 7.02 1.500 594 712 PT2 6.82 1.725 624 673 PC1 7.29 1.737 606 691 Reliability Statistics Cronbach's Alpha N of Items 775 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted NL2 7.64 1.573 605 710 PC3 7.69 1.716 665 639 NL4 7.43 1.860 571 739 Variables Entered/Removeda Model Variables Entered Variables Method Removed X4, X3, X2, X1b Enter a Dependent Variable: Y b All requested variables entered Model Summaryb Model R Square 849a 721 Adjusted R Std Error of the Square R Estimate 717 30249 Durbin-Watson 1.975 a Predictors: (Constant), X4, X3, X2, X1 b Dependent Variable: Y ANOVAa Model Sum of Squares df Mean Square Regression 15.374 Residual 23.789 260 85.284 168.023 Sig .000b 091 Total 61.495 F 264 a Dependent Variable: Y b Predictors: (Constant), X4, X3, X2, X1 Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B Std Error (Constant) 245 055 X2 066 X3 X4 a Dependent Variable: Y Sig Beta Collinearity Statistics Tolerance 142 X1 161 t VIF 1.136 257 241 4.464 000 369 2.710 046 076 1.420 157 375 2.664 297 038 319 7.838 000 649 1.540 362 040 396 9.018 000 558 1.794 Test of Homogeneity of Variances Levene Statistic df1 df2 Sig X1 1.332 263 249 X3 218 263 641 X4 1.233 263 268 Y 4.472 263 035 ANOVA Sum of Squares Between Groups df Mean Square 1.624 Within Groups 80.748 263 82.372 264 576 576 Within Groups 97.337 263 370 Total 97.914 264 089 089 Within Groups 101.718 263 387 Total 101.807 264 734 734 Within Groups 84.550 263 321 Total 85.284 264 Between Groups X3 Between Groups X4 Between Groups Y Sig .307 Total X1 1.624 F Test of Homogeneity of Variances Levene Statistic df1 df2 Sig X1 591 261 621 X3 132 261 941 X4 292 261 831 Y 398 261 755 5.289 022 1.557 213 229 633 2.283 132 ANOVA Sum of Squares Between Groups df Mean Square 603 Within Groups 80.561 261 82.372 264 1.536 512 Within Groups 96.378 261 369 Total 97.914 264 903 301 Within Groups 100.905 261 387 Total 101.807 264 865 288 Within Groups 84.419 261 323 Total 85.284 264 Between Groups X3 Between Groups X4 Between Groups Y Sig .309 Total X1 1.810 F Test of Homogeneity of Variances Levene Statistic df1 df2 Sig X1 1.436 261 233 X3 8.922 261 000 X4 1.631 261 183 Y 1.844 261 140 1.955 121 1.387 247 778 507 891 446 ANOVA Sum of Squares Between Groups df Mean Square 614 Within Groups 80.531 261 82.372 264 1.476 492 Within Groups 96.438 261 369 Total 97.914 264 6.651 2.217 95.156 261 365 101.807 264 1.954 651 Within Groups 83.330 261 319 Total 85.284 264 Between Groups X3 Between Groups X4 Within Groups Total Between Groups Y Sig .309 Total X1 1.841 F 1.988 116 1.331 265 6.081 001 2.040 109 Multiple Comparisons Dependent Variable: X4 Bonferroni (I) tuoi (J) tuoi Mean Difference Std Error Sig 95% Confidence Interval (I-J) Lower Bound Upper Bound 26 - 35 0018 36 - 55 -.40556* 10312 001 -.6797 -.1314 -1.00000 43576 135 -2.1585 1585 28246 10693 052 -.0018 5667 36 - 55 -.12310 08292 833 -.3435 0973 -.71754 43143 585 -1.8645 4294 18 - 25 40556* 10312 001 1314 6797 26 - 35 12310 08292 833 -.0973 3435 tren 55 -.59444 43050 1.000 -1.7389 5500 18 - 25 1.00000 43576 135 -.1585 2.1585 26 - 35 71754 43143 585 -.4294 1.8645 36 - 55 tren 55 -.5667 tren 55 36 - 55 052 18 - 25 26 - 35 10693 tren 55 18 - 25 -.28246 59444 43050 1.000 -.5500 1.7389 * The mean difference is significant at the 0.05 level Descriptive Statistics N Minimum Maximum Mean Std Deviation X1 265 2.90 5.00 3.8192 55858 X3 265 2.00 5.00 3.5208 60900 X4 265 2.67 5.00 3.7925 62099 Y 265 2.50 5.00 3.7604 56837 Valid N (listwise) 265 Descriptive Statistics N TC1 Minimum Maximum Mean Std Deviation 265 3.94 736 265 3.72 829 265 3.72 783 265 3.71 859 265 3.81 735 265 3.68 820 TC2 265 3.92 829 TC3 265 3.95 617 265 4.02 596 PT1 265 3.72 690 Valid N (listwise) 265 NL1 3/ Giá t Descriptive Statistics N Minimum Maximum Mean Std Deviation DC3 265 3.55 811 PT2 265 3.74 692 PC1 265 3.27 698 Valid N (listwise) 265 Descriptive Statistics N Minimum Maximum Mean Std Deviation NL4 265 3.95 710 PC3 265 3.69 714 NL2 265 3.74 814 Valid N (listwise) 265 10: gày 26/03/1988, th nh ngân hàng khác - 142/GP- - ngân hà Công ty T Công Trung tâm Là hành : STT Report Visa Report) Báo VietNamNet 10 & Dùng 11 12 p T ... Trong tr ngân hàng ngày thêm c Do ngân hàng T 35% kinh hàng thêm 125% , ngân hàng àm khách hàng ngân hàng TMCP ng - - Khám phá n t NHTMCP Công là: (1) ? (2) (3) ? - 2012: s Ng khách An Giang 2013... Parasuraman 1.2.3.2 - , theo Noriaki Kano (1984) p 1: C - chia 10 - 1.2.3.3 Mơ hình Gronroos Hình 1.1 Mơ hình Gronroos 11 sau: : - khách hàng nhanh chóng : -Nhân viên ngân hàng - - khách hàng Mơ... hàng khác 142/GP- - Công ty TNHH MTV 28 Công Trung tâm hàng Là 2.2 - chi nhánh 2.2.1 ATM ành cho chi nhánh An Giang 2.2.2 c NHTMCP Công T chi nhánh phát hành h 29 phí phát hành giúp chi STT 2010