Khoá luận tốt nghiệp GVHD: Th.S Trần Hà Uyên Thi MỤC LỤC LỜI CẢM ƠN    !"#$ % &'( !"#$ )% *+* !"#$) 1.3.2.Đặc điểm của mô hình TAM (Davis & cộng sự, 1989) 17 1.3.3 Bình luận các nghiên cứu liên quan .18 ,-./$(0+*1$- !"#$232,4+5'.61$"47 )89$:'; <  !"#$"=" >-  5?*@?A 6B/C232 ,4+"D4+ ="  0"= >&> 0;EF  = $*%) ,-%=" 4?G3G !"#$%H I<  < J =3K/A" (C232,4+%7 CHƯƠNG 2: PHÂN TÍCH CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN Ý ĐỊNH CỦA KHÁCH HÀNG SỬ DỤNG DỊCH VỤ INTERNET BANKING TẠI NGÂN HÀNG ĐÔNG Á – 31 CHI NHÁNH HUẾ 31 ,-%<  < $L(&> 0;EF  = $*1$4 M'%NNOP%NNP%NH ,-%%<  < Q4G?.&;ER$*%NNOR%NO SO ,-%T*1$-+ /G4 3GM'%NNOP%NNP%N)N %% >U" "="+ U4"& "D4V >I% ,-%WTK'?A TX(8"="+ U4"& "D4V >I% ,-%H >U"  >QY #Z4I ,-%7="!$" U64$+ * 0 J >U"  >IH %%% >U"  >"D4Z*@?A 6B/C232,4+I7 ,-%OTK'?A TX(8@?A 6B/C232,4+I7 ,-%%N >U"  >"D4Z*@?A 6B/C232,4+IO 2.2.4Kiểm định độ tin cậy, tính phân phối chuẩn của nhân tố mới 59 Nguyễn Văn Khoa – K42 Thương Mại Trang | i Khoá luận tốt nghiệp GVHD: Th.S Trần Hà Uyên Thi ,-%%TK'?A ?."[\"D4 >']IO ,-%%%TK'?A ?."[\"D4"=" >']64$+ QG&Z*WN ,-%%)TK'?A  ^6_1$4W% ,-%%HTK'?A G(4(8?.J ` J"D4'; <  L1$\WI ,-%NTK'?A G(4(8?.J ` J"D4'; <  L1$\WW ,-%TK'?A G(4(8?.J ` J"D4'; <  L1$\W7 ,-%WTK'?A G(4(8?.J ` J"D4'; <  L1$\HN ,-%OTK'?A G(4(8?.J ` J"D4'; <  L1$\H% ,-%)NTK'?A =3A3$Z< "D4@?A 6B/C, 2GV!$" UZa +K'?A X2Fb4'JQ2F26(]264Q$2cH) ,-%) +!=3A3$Z< "D4"="\*$3G >dbee" D"-'  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Nguyễn Văn Khoa – K42 Thương Mại Trang | iii Khoá luận tốt nghiệp GVHD: Th.S Trần Hà Uyên Thi DANH MỤC SƠ ĐỒ, BIỂU ĐỒ --------    !"#$ % &'( !"#$ )% *+* !"#$) 1.3.2.Đặc điểm của mô hình TAM (Davis & cộng sự, 1989) 17 1.3.3 Bình luận các nghiên cứu liên quan .18 ,-./$(0+*1$- !"#$232,4+5'.61$"47 )89$:'; <  !"#$"=" >-  5?*@?A 6B/C232 ,4+"D4+ ="  0"= >&> 0;EF  = $*%) ,-%=" 4?G3G !"#$%H I<  < J =3K/A" (C232,4+%7 CHƯƠNG 2: PHÂN TÍCH CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN Ý ĐỊNH CỦA KHÁCH HÀNG SỬ DỤNG DỊCH VỤ INTERNET BANKING TẠI NGÂN HÀNG ĐÔNG Á – 31 CHI NHÁNH HUẾ 31 ,-%<  < $L(&> 0;EF  = $*1$4 M'%NNOP%NNP%NH ,-%%<  < Q4G?.&;ER$*%NNOR%NO SO ,-%T*1$-+ /G4 3GM'%NNOP%NNP%N)N %% >U" "="+ U4"& "D4V >I% ,-%WTK'?A TX(8"="+ U4"& "D4V >I% ,-%H >U"  >QY #Z4I ,-%7="!$" U64$+ * 0 J >U"  >IH %%% >U"  >"D4Z*@?A 6B/C232,4+I7 ,-%OTK'?A TX(8@?A 6B/C232,4+I7 ,-%%N >U"  >"D4Z*@?A 6B/C232,4+IO Nguyễn Văn Khoa – K42 Thương Mại Trang | iv Khoá luận tốt nghiệp GVHD: Th.S Trần Hà Uyên Thi 2.2.4Kiểm định độ tin cậy, tính phân phối chuẩn của nhân tố mới 59 ,-%%TK'?A ?."[\"D4 >']IO ,-%%%TK'?A ?."[\"D4"=" >']64$+ QG&Z*WN ,-%%)TK'?A  ^6_1$4W% ,-%%HTK'?A G(4(8?.J ` J"D4'; <  L1$\WI ,-%NTK'?A G(4(8?.J ` J"D4'; <  L1$\WW ,-%TK'?A G(4(8?.J ` J"D4'; <  L1$\W7 ,-%WTK'?A G(4(8?.J ` J"D4'; <  L1$\HN ,-%OTK'?A G(4(8?.J ` J"D4'; <  L1$\H% ,-%)NTK'?A =3A3$Z< "D4@?A 6B/C, 2GV!$" UZa +K'?A X2Fb4'JQ2F26(]264Q$2cH) ,-%) +!=3A3$Z< "D4"="\*$3G >dbee" D"-'  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6B/C, 2GV!$" UZa +K'?A X2Fb4'JQ2F26(]264Q$2cH) ,-%) +!=3A3$Z< "D4"="\*$3G >dbee" D"-'  [fHI ,-%)% +!=3A3$Z< "D4"="\*$3G >dbe5"-'  [fHI Nguyễn Văn Khoa – K42 Thương Mại Trang | vi Khoá luận tốt nghiệp GVHD: Th.S Trần Hà Uyên Thi ,-%)) +!=3A3$Z< "D4"="\*$3G >d =?.fHW Nguyễn Văn Khoa – K42 Thương Mại Trang | vii Khoá luận tốt nghiệp GVHD: Th.S Trần Hà Uyên Thi DANH MỤC HÌNH --------    !"#$ % &'( !"#$ )% *+* !"#$) 1.3.2.Đặc điểm của mô hình TAM (Davis & cộng sự, 1989) 17 1.3.3 Bình luận các nghiên cứu liên quan .18 ,-./$(0+*1$- !"#$232,4+5'.61$"47 )89$:'; <  !"#$"=" >-  5?*@?A 6B/C232 ,4+"D4+ ="  0"= >&> 0;EF  = $*%) ,-%=" 4?G3G !"#$%H I<  < J =3K/A" (C232,4+%7 CHƯƠNG 2: PHÂN TÍCH CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN Ý ĐỊNH CỦA KHÁCH HÀNG SỬ DỤNG DỊCH VỤ INTERNET BANKING TẠI NGÂN HÀNG ĐÔNG Á – 31 CHI NHÁNH HUẾ 31 ,-%<  < $L(&> 0;EF  = $*1$4 M'%NNOP%NNP%NH ,-%%<  < Q4G?.&;ER$*%NNOR%NO SO ,-%T*1$-+ /G4 3GM'%NNOP%NNP%N)N %% >U" "="+ U4"& "D4V >I% ,-%WTK'?A TX(8"="+ 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^6_1$4W% ,-%%HTK'?A G(4(8?.J ` J"D4'; <  L1$\WI ,-%NTK'?A G(4(8?.J ` J"D4'; <  L1$\WW ,-%TK'?A G(4(8?.J ` J"D4'; <  L1$\W7 ,-%WTK'?A G(4(8?.J ` J"D4'; <  L1$\HN ,-%OTK'?A G(4(8?.J ` J"D4'; <  L1$\H% ,-%)NTK'?A =3A3$Z< "D4@?A 6B/C, 2GV!$" UZa +K'?A X2Fb4'JQ2F26(]264Q$2cH) ,-%) +!=3A3$Z< "D4"="\*$3G >dbee" D"-'  [fHI ,-%)% +!=3A3$Z< "D4"="\*$3G >dbe5"-'  [fHI ,-%)) +!=3A3$Z< "D4"="\*$3G >d =?.fHW Nguyễn Văn Khoa – K42 Thương Mại Trang | ix Khoá luận tốt nghiệp GVHD: Th.S Trần Hà Uyên Thi PHẦN I: ĐẶT VẤN ĐỀ 1. Lý do chọn đề tài 3GZ"- Z`n"; ^ ; 0\4\P?o"Z^Q06eJ =3K '."="  4 " p"D4232P?q?2'Q&+ ;U"_ .(0 ="  #"" G"=" /G4  ^J3G:"-Qr (e"+ /G4 `(]?pQ06eJ =3K"D4 0 QG&"="/A" (C"pQ!1$4?*"; ^ a'J C"(C'."="  : $"Y$ "D4+ ="  0V6eJ =3K?pP"="/G4  ^J"s $?" t+ G- $ + ; uV"="/A" (C0\ v'Zv9$ ]3!P"="> 0"sQYQ?434"="p/A" (C"pQ! 1$4?*"; ^ a'0\"0>"4G"=" G&?."D4'< p K+K?* Q0/A" (CgZ4+Z4GL'232,4+Pbb,4+PGZQ2,4+P=" /A" (C0\+ ; twJ> 0?=J#'."="  4  :"=" $"Y$ "D4+ ="  0'0"xwJ" G+ ="  0*+^'" J UP(0 S43G"=" /A" (C+K3! <232,4+h,iQ0/A" (C?""="> 01$4>' 8$  : ^4\(0"sJ Y0G?2'Q& 0 ";" G"="> 03G(^"?y\  4 "=" G&?."D4'<  $\ !P6Q+ ="  06B/C"="/A" (C0\h,i"x" 4 [ 8$ $\! >'.J Y"p KQ0/G6Q+ ="  0Z*6B/C232Q0" 4 "4G 4\+ ="  0(z"x2&PQGQv3]" t/A" (C']'{0\K 0 "; <(:?8?o34" G"="> 0Q0Q0'64GJ >U" ?" t > + *+ ="  0*J"[(06B/C/A" (C0\3!"_65 !"#$"=" > -  5?*@?A "D4+ ="  06B/C/A" (C,?K> 0"p tZ^ J =J w"?y\(^"6B/CPV?p w"?y\ G&?."D4> 0  <" $PV3]"?*4\"="&^4'(z?4 [3|(0/} /o3G(^""$#,Y$ *"="> 0" ~']/VQ&5(^" *Q[J"=" 34•2Z?K] ^$> 0(0"$":J ;/A" (C*"$%NNP'. 6> 0(z" 4 K3K+ 43!G0/^$\ !P tU M"_Z- ?q?"?4(0G G&?.&"="> 0"p3K+ 4/A" (C> 03e" $\*3G?pP34"#$6/0+ G-"= >(0" $\K+ G-Q0 tU M ZnZ* :,!"& ?p+ ="  0"s?""$":J t ;"pU  4\ Nguyễn Văn Khoa – K42 Thương Mại Trang | 1 . !"#$ Phân tích các nhân tố ảnh hưởng đến ý định sử dụng dịch vụ Internet Banking của khách hàng cá nhân tại Ngân hàng TMCP Đông Á F Chi nhánh Huế . 2 (C232,4+%7 CHƯƠNG 2: PHÂN TÍCH CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN Ý ĐỊNH CỦA KHÁCH HÀNG SỬ DỤNG DỊCH VỤ INTERNET BANKING TẠI NGÂN HÀNG ĐÔNG Á – 31