B GIÁO D O I H C KINH T THÀNH PH H CHÍ MINH PHÁT TRI N D CH V NGÂN HÀNG BÁN L T I NGÂN HÀNG NÔNG NGHI P VÀ PHÁT TRI N NÔNG THÔN VI T NAM CHI NHÁNH LU Tp H Chí Minh B GIÁO D O I H C KINH T THÀNH PH H CHÍ MINH PHÁT TRI N D CH V NGÂN HÀNG BÁN L T I NGÂN HÀNG NÔNG NGHI P VÀ PHÁT TRI N NÔNG THÔN VI T NAM CHI NHÁNH Chuyên ngành: Tài Ngân hàng Mã s : 60340201 LU NG D N KHOA H C: TS L I TI Tp H Chí Minh Tàu TRANG PH BÌA 1.1 1.2 1.2 1.2 1.2.3 Các 1.3 1.3 .7 1.3 1.3 10 1.3 .10 1.3 .15 1.3 .17 1.3 17 1.3.4.2 Môi .17 1.3 1.3 17 - .18 1.3 18 1.3 .19 1.3 .20 1.3 21 1.3 - 21 22 25 26 26 26 26 27 28 30 33 34 34 .35 .35 35 37 .38 38 38 39 .41 2.2.5.1 Ph 41 46 46 ng phân tích nhân t khám phá EFA: 49 2.2.5.3 Ki nh mơ hình gi thuy t b i quy b i 56 K t lu 60 NAM CHI NHÁNH 61 61 63 64 68 70 73 74 ACB AGRIBANK ATM : Automatic Teller Machine BIDV CBCNV CMND CNTT Ctg DongABank EXIMBANK GDV KHKD NH : Ngân hàng NHBL : NHNN NHNo NHTM NHTMCP NHTW PGD POS : Point of sale PTTH SACOMBANK SERVQUAL SPSS TCTD TECHCOMBANK : Statistical Package for the Social Sciences VCB, Vietcombank VIETINBANK VIP WTO : Very important person 30 35 42 42 Th ng kê mô t d ch v d ng t i chi nhánh 43 B ng 2.6: Th ng kê mô t v s d ng d ch v t i ngân hàng khác 43 B ng 2.7: Th ng kê mô t d ch v t d ng 44 B ng 2.8: Thông k mô t y u t B ng 2.9: T ng h p h s n s l a ch n d ch v 45 c a thành ph n 47 B ng 2.10: H s Cronbach alpha c a ba bi n ph ph n ánh ch ng d ch v ngân hàng 48 B ng 2.11: Ki ch v l n 49 50 B ng 2.13: Ma tr n xoay nhân t l n 51 B ng 2.14: H s KMO ch ng d ch v l n 52 B ng 2.15: Ma tr n xoay nhân t l n 53 B ng 2.16: T i l n 54 B ng 2.17: H s cronbach alpha l n thành ph c ph c v 55 B ng 2.18: ki nh KMO c a bi n ph 55 B ng 2.19: T i c a bi n ph 56 B ng 2.20: Ma tr n h s ng d ch v 57 B ng 2.21: Phân tích Annova phân tích h i quy n tính 58 59 16 24 26 35 38 Cumulative Frequency Valid Có Percent Valid Percent Percent 123 Khơng Total 76.9 76.9 76.9 37 23.1 23.1 100.0 160 100.0 100.0 $s2new Frequencies Responses N Percent Percent of Cases D ch v th (ATM, Tín d ng ) 86 15.2% 53.8% 115 20.4% 71.9% Các giao d ch ti n m t 84 14.9% 52.5% 58 10.3% 36.2% Mua bán ngo i t nhánh 59.4% Vay v n d ng t i chi 16.8% Ti t ki m D ch v s 95 38 6.7% 23.8% 89 15.8% 55.6% 565 100.0% 353.1% Chuy n ti ngoài/ ki u h i) D ch v ngân hàng hi Total a Group c i $S4new Frequencies Responses N D ch v th (ATM, Tín d ng ) t i VCB Percent of Percent Cases 30 12.7% 24.8% 3.4% 6.6% 20 8.4% 16.5% Ti t ki m t i VCB 18 7.6% 14.9% Ti t ki m t i SACOMBANK 15 6.3% 12.4% Ti t ki m t i ACB 21 8.9% 17.4% 2.1% 4.1% 21 8.9% 17.4% 16 6.8% 13.2% Các giao d ch ti n m t t i VCB 1.7% 3.3% Các giao d ch ti n m t t i ACB 3.0% 5.8% Các giao d ch ti n m t t i VIETINBANK 18 7.6% 14.9% Vay v n t i ACB 12 5.1% 9.9% Vay v n t i BIDV 19 8.0% 15.7% 23 9.7% 19.0% 237 100.0% 195.9% D ch v th (ATM, Tín d ng ) t i SACOMBANK D ch v th (ATM, Tín d ng ) t i DONGABANK Các d ch v t i s ngân hàng khác Chuy n ti n ( c ngoài/ ki u h i) t i VCB Chuy n ti c ngoài/ ki u h i) t i TECOMBANK Chuy n ti c ngoài/ ki u h i) t i EXIMBANK D ch v ngân hàng hi SACOMBANK Total it i Giá (Lãi su t, Phí) Cumulative Frequency Valid Percent Valid Percent Percent M c quan tr ng nh t 95 59.4 59.4 59.4 M c quan tr ng nhì 53 33.1 33.1 92.5 M c quan tr ng nh t 12 7.5 7.5 100.0 160 100.0 100.0 Total M i giao d ch r ng kh p Cumulative Frequency Valid Percent Valid Percent Percent M c quan tr ng nh t 66 41.2 41.2 41.2 M c quan tr ng nhì 84 52.5 52.5 93.8 M c quan tr ng nh t 10 6.2 6.2 100.0 160 100.0 100.0 Total Cung c , k p th i Cumulative Frequency Valid Percent Valid Percent Percent M c quan tr ng nh t 68 42.5 42.5 42.5 M c quan tr ng nhì 63 39.4 39.4 81.9 M c quan tr ng nh t 29 18.1 18.1 100.0 160 100.0 100.0 Total S n ph m d ch v ng Cumulative Frequency Valid Percent Valid Percent Percent M c quan tr ng nh t 42 26.2 26.2 26.2 M c quan tr ng nhì 86 53.8 53.8 80.0 M c quan tr ng nh t 32 20.0 20.0 100.0 160 100.0 100.0 Total Th i gian th c hi n giao d ch Cumulative Frequency Valid Percent Valid Percent Percent M c quan tr ng nh t 72 45.0 45.0 45.0 M c quan tr ng nhì 57 35.6 35.6 80.6 M c quan tr ng nh t 31 19.4 19.4 100.0 160 100.0 100.0 Total Uy tín c a ngân hàng Cumulative Frequency Valid Percent Valid Percent Percent M c quan tr ng nh t 115 71.9 71.9 71.9 M c quan tr ng nhì 29 18.1 18.1 90.0 M c quan tr ng nh t 16 10.0 10.0 100.0 160 100.0 100.0 Total Reliability Statistics Cronbach's Alpha N of Items 916 Item-Total Statistics Scale Corrected Item- Cronbach's Scale Mean if Variance if Total Alpha if Item Item Deleted Item Deleted Correlation Deleted 11.16 841 820 891 13.933 806 894 12.973 869 879 11.32 N of Items 13.748 11.36 Cronbach's Alpha 928 11.22 Reliability Statistics 648 11.22 hàng 13.994 13.904 805 894 Item-Total Statistics Scale Corrected Cronbach's Scale Mean if Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted 8.22 710 782 8.43 5.756 613 826 8.36 5.767 645 811 8.21 khách hàng 5.392 5.753 739 773 Reliability Statistics ronbach's Alpha N of Items 841 Item-Total Statistics Corrected Cronbach's Scale Mean if Scale Variance Item-Total Alpha if Item Item Deleted if Item Deleted Correlation Deleted 8.67 939 N of Items Item-Total Statistics 12.216 342 885 8.963 802 760 9.421 773 770 8.81 Cronbach's Alpha 815 8.49 Reliability Statistics 621 8.42 khách hàng 10.877 7.65 khách hàng 10.631 739 788 Corrected Cronbach's Scale Mean if Scale Variance Item-Total Alpha if Item Item Deleted if Item Deleted Correlation Deleted 11.02 13.123 724 945 11.991 928 907 11.05 13.452 786 934 10.99 khách hàng 926 11.05 khách hàng 834 11.09 hàng 12.019 12.013 920 909 Reliability Statistics Cronbach's Alpha N of Items 886 Item-Total Statistics Scale Corrected Item- Cronbach's Scale Mean if Variance if Total Alpha if Item Item Deleted Item Deleted Correlation Deleted 8.58 7.303 759 851 8.44 7.430 729 863 8.41 7.274 804 834 8.39 7.534 717 867 Reliability Statistics Cronbach's Alpha 880 N of Items Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted Quý khách hoàn toàn hài lòng 5.76 3.138 784 816 5.80 3.167 811 793 5.57 3.340 712 880 hàng khác ngân hàng KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 868 3291.299 df 253 Sig .000 Communalities Initial Extraction Nhân viên ngân Extraction Me thod: Principal Component Analysis .640 796 830 893 847 777 591 734 737 638 702 859 811 767 811 774 921 749 906 774 719 827 1.000 Ngân 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 737 Total Variance Explained Rotation Sums of Squared Initial Eigenvalues Compone nt Extraction Sums of Squared Loadings % of Total Cumulative Variance % % of Total Cumulative Variance % Loadings % of Total Cumulativ Variance e% 10.315 44.849 44.849 10.315 44.849 44.849 4.719 20.519 20.519 2.603 11.317 56.166 2.603 11.317 56.166 3.815 16.587 37.106 2.234 9.714 65.880 2.234 9.714 65.880 3.385 14.717 51.824 1.651 7.178 73.058 1.651 7.178 73.058 3.363 14.623 66.447 1.039 4.519 77.578 1.039 4.519 77.578 2.560 11.131 77.578 704 3.060 80.638 625 2.717 83.355 546 2.375 85.730 430 1.870 87.600 10 387 1.682 89.282 11 368 1.600 90.881 12 349 1.519 92.400 13 287 1.247 93.647 14 259 1.125 94.772 15 223 969 95.741 16 214 929 96.670 17 190 826 97.496 18 153 666 98.161 19 138 600 98.762 20 124 541 99.303 21 073 319 99.622 22 061 264 99.885 23 026 115 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix a Component 793 358 714 311 849 871 861 607 572 360 745 740 780 486 454 407 906 879 Nhân viên ngân hàng có trình 807 797 802 310 886 Ngân hàng 777 843 305 843 755 866 787 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .855 Bartlett's Test of Sphericity Approx Chi-Square 3126.361 df 231 Sig .000 Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Compon ent 10 11 12 13 14 15 16 17 18 19 20 21 22 Loadings % of Total 9.655 2.596 2.230 1.651 1.034 683 622 546 407 384 367 322 272 243 214 191 153 141 127 073 061 027 Cumulative Variance % 43.888 11.800 10.138 7.504 4.701 3.105 2.827 2.481 1.850 1.746 1.666 1.465 1.238 1.106 973 868 697 640 577 334 276 122 43.888 55.687 65.825 73.329 78.030 81.135 83.962 86.443 88.293 90.038 91.704 93.170 94.408 95.514 96.487 97.355 98.052 98.691 99.268 99.602 99.878 100.000 Extraction Method: Principal Component Analysis Rotation Sums of Squared Loadings % of Total 9.655 2.596 2.230 1.651 1.034 Cumulative Variance % 43.888 11.800 10.138 7.504 4.701 43.888 55.687 65.825 73.329 78.030 % of Total 4.469 3.596 3.341 3.228 2.533 Cumulative Variance % 20.316 16.344 15.187 14.671 11.512 20.316 36.659 51.847 66.517 78.030 Rotated Component Matrix a Component 788 712 849 870 862 361 314 613 567 751 739 355 779 908 880 807 792 807 885 778 841 315 310 843 756 863 792 788 361 a Rotation converged in iterations KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 726 Approx Chi-Square 263.062 df Sig .000 Total Variance Explained Initial Eigenvalues Compon ent Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.423 80.752 80.752 366 12.194 92.946 212 7.054 100.000 Extraction Method: Principal Component Analysis Total 2.423 % of Variance 80.752 Cumulative % 80.752 Reliability Statistics Cronbach's Alpha N of Items 885 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted Nhân viên ngân hàng ngày 5.81 7.906 639 892 5.56 6.197 844 816 5.63 6.612 807 830 5.95 7.821 734 862 hàng Nhân viên ngân hàng ln nhã hàng Nhân viên ngân hàng có trình Nhân viên Model Summary Change Statistics Adjusted R Std Error of Model R R Square 934a Square 873 the Estimate 868 R Square Sig F Change 31584 F Change df1 873 210.952 df2 Change 154 000 a Predictors: (Constant), pthh1, nlpv1, dc1, tc1, du1 ANOVAb Model Sum of Squares Regression df Mean Square F 105.220 21.044 15.363 154 120.583 210.952 000a 100 159 Residual Total Sig a Predictors: (Constant), pthh1, nlpv1, dc1, tc1, du1 b Dependent Variable: cldv1 Coefficientsa Unstandardized Standardized Coefficients Coefficients Collinearity Statistics Std Model (Constant) B Error -.198 053 041 du1 132 nlpv1 t 107 tc1 Beta Sig Tolerance VIF -1.845 067 054 2.292 048 465 2.152 050 117 2.624 010 413 2.419 091 031 091 2.915 004 847 1.180 dc1 706 043 698 16.300 000 451 2.216 pthh1 151 035 153 4.357 000 669 1.495 a Dependent Variable: cldv1 ... xác Ngân hàng có + khách Nhân viên ngân hàng khách hàng + Nhân viên ngân hàng ngày 37 Nhân viên ngân hàng Nhân viên ngân hàng + sau: Nhân viên ngân hàng Ngân hàng Nhân viên ngân hàng + Ngân hàng. .. I H C KINH T THÀNH PH H CHÍ MINH PHÁT TRI N D CH V NGÂN HÀNG BÁN L T I NGÂN HÀNG NÔNG NGHI P VÀ PHÁT TRI N NÔNG THÔN VI T NAM CHI NHÁNH Chuyên ngành: Tài Ngân hàng Mã s : 60340201 LU NG D N KHOA... 38 ngân hàng NHTM N it ng nghiên c - -P : 10-2013 S ân hàng 1.2 1.2.1 bán buôn bán cho hàng thơng qua trung gian tài (các ngân ngân doanh -N Retail banking ngân hàng bán , 1996 nhân - hàng chia