Các yếu tố ảnh hưởng đến quyết định lựa chọn ngân hàng cung cấp dịch vụ thẻ ATM trên địa bàn TPHCM Luận văn thạc sĩ 2013

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Các yếu tố ảnh hưởng đến quyết định lựa chọn ngân hàng cung cấp dịch vụ thẻ ATM trên địa bàn TPHCM Luận văn thạc sĩ 2013

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B O I H C KINH T TP.HCM - UT N QUY L A CH N P D CH V TH A H LU TP H NH C S KINH T B O I H C KINH T TP.HCM - UT N QUY L A CH N P D CH V TH A H : 60340201 LU C S KINH T NG D N KHOA H C: TS TR N TH M NG TUY T TP H NH L ut p d ch v th uc x , n quy nh l a ch n H li c thu th p t th c t ng li u trung th mv n cc u M CL C Trang ph L M cl c Danh m u, ch vi t t t Danh m ng, bi u Danh m Ph n m th u PH N M U UV Y UT N QUY NH L A CH P D CH V TH ATM 1.1 m v d ch v .5 m v d ch v 1.2 m v d ch v .5 D ch v th ATM t i NHTM 1.2.1 m v th 1.2.2 i th id s n xu t id a th ATM i theo ph th .8 1.2.3.1 T ch c th qu c t .9 ch p nh n th 10 1.2.3.5 Ch th .10 1.2.4 L a vi c s d ng th ATM 10 i v i ch th 10 iv 11 iv ch p nh n th .13 i v i n n kinh t .13 1.2.5 R i ro d ch v th ATM 14 1.2.5.1 R 1.2.5.2 R 1.3 14 15 Quy nh l a ch n c i v i d ch v th ATM 16 m quy nh l a ch nc i v i d ch v th ATM 16 1.3.2 16 1.4 n quy nh l a ch p d ch v th ATM 18 1.4.1 d ng th .18 1.4.2 a ch 1.4.3 1.4.4 ch c uc Ch p d ch v .19 ng d ch v th 20 1.5 ng 23 1.5.1 thuy t th hi n m i quan h gi 1.5.1.1 1.5.1.2 1.5.1.4 1.5.2 .23 d ng th Ch nh l a ch n 23 ng d ch v nh l a ch n 23 a ch 1.5.1.5 K t lu 18 nh l a ch n 24 nh l a ch n 24 i quy n 24 .26 TH C TR NG CUNG C P D CH V TH ATM C H 2.1 27 n d ch v th ATM t .27 - i TP.HCM 27 n th ATM t i Vi t Nam .28 2.1.3 n d ch v th t 2.1.3.1 Th ph n th ghi n n 2.1.3.2 Th ph n th 29 a 31 ng qu c t .32 2.1.3.3 Th ph n th ghi n qu c t 32 2.1.3.4 Th ph n POS 33 2.1.3.5 Th ph n doanh s 2.2 33 Th c tr ng s d ng th ATM 34 K t lu .35 UY UT N QUY T NH L A CH P D CH V TH A 36 3.1 u .36 3.1.1 Thi t k u 36 36 ng 37 3.1.2 3.1.3 u 38 u ch 38 3.1.3.1 d ng th .38 ng d ch v .39 a ch 3.1.3.4 3.1.3.5 a ch uc a 40 p d ch v 40 nh l a ch n 40 3.1.4 3.1.4.1 Ki ch c li u .40 nh h s tin c 41 41 i quy b i 42 3.2 K t qu nghi u 43 3.2.1 3.2.2 m Ki u 43 46 3.2.2.1 Ki nh h s tin c y (Cronbach Alpha) 46 EFA .46 50 3.2.2.4 H i quy 3.2.2.5 Ki .51 nh gi thuy t 52 ut n quy nh l a ch p d ch v th ATM 54 K t lu .55 ND QUY NH L A CH 4.1 N P D CH V TH ATM .56 n ho ng d ch v th ATM c n 2013-2015 56 4.1.1 M 4.1.2 Gi 4.2 UT n th ng th 56 i gian t i 56 Gi nd ut n quy nh l a ch cung c p d ch v th ATM 59 4.2.1 ng d ch v th ATM 59 4.2.2 d ng th ATM c .60 4.2.3 61 d ng th 62 iv 4.3 K t qu n ch c a lu d ng th ATM .63 .63 4.3.1 K t qu c 63 4.3.2 H n ch u ti p theo .64 K t lu .65 PH N K T LU N 65 DANH M U, CH ATM nt VI T T T ng ch p nh n th KMO: H s Kaiser Mayer Olkin ng i C Ph n POS (Point o m ch p nh n th SERVQUAL (service quality): Ch ng d ch v 10 Sig (Observed significant level): M 11 SPSS (Statiscial Package for the Social Sciences): Ph n m m th khoa h i 12 H Minh 13 TTKDTM:T 14 VIF (Variance Inflation Factor): H s 15 VN: Vi t Nam 16 WTO (World Trade Organisation): T ch i th gi i DANH M B NG, BI nc a B ng 2.1 T B ng 3.2 K t qu p B ng 3.3 K t qu n th ATM t -SQ 22 n 2012 30 48 51 DANH M TH nh s d ng 16 u Abraham Maslow 17 ngh 25 ng th Vi t Nam 2012 31 ph n th ghi n n ph n th 31 ng qu c t 32 ph n th ghi n qu c t ph 32 33 ph n doanh s 33 u 38 u gi u tu i m u thu nh p m 3.5: 43 u u h c v n m u m u u Item Statistics Mean c6-thong tin ve cac giao dich cua anh/chi duoc ngan 3.9691 hang bao mat c7-may ATM duoc dat tai vi tri an toan giup anh/chi 3.8266 cam thay yen tam giao dich c8-anh/chi chon ngan hang vi giao dich luon 3.6105 cong (may moc khong bi het tien, bao loi giao dich) c9-he thong luon xu ly chinh xac cac giao dich (khong 3.5986 bi that thoat tien tai khoan ) c10-anh/chi de dang tim thay so dien thoai lien lac 4.1615 co su co xay tai khu vuc may ATM c11-anh/chi nhanh chong gap dung nguoi phu trach 3.7862 xay su co giao dich c12-anh/chi chon ngan hang vi a 3.4751 m ch p nh n th thu n ti n cho giao d ch c13-anh/chi khong mat qua nhieu thoi gian xep hang, 3.7910 cho doi de thuc hien giao dich c14-anh/chi duoc boi thuong thoa dang co su co giao 3.7720 dich xay Std Deviation N 83466 421 81700 421 95383 421 76089 421 74485 421 74123 421 77918 421 85580 421 77169 421 Item-Total Statistics Scale Scale Cronbach's Mean if Variance Corrected Alpha if Item if Item Item-Total Item Deleted Deleted Correlation Deleted c6-thong tin ve cac giao dich cua anh/chi 30.0214 18.754 duoc ngan hang bao mat c7-may ATM duoc dat tai vi tri an toan giup anh/chi cam thay yen tam giao 30.1639 19.266 dich c8-anh/chi chon ngan hang vi giao dich luon cong (may moc khong bi 30.3800 18.422 het tien, bao loi giao dich) 567 826 505 833 515 834 c9-he thong luon xu ly chinh xac cac giao dich (khong bi that thoat tien tai 30.3919 19.377 khoan ) c10-anh/chi de dang tim thay so dien thoai lien lac co su co xay tai khu 29.8290 19.818 vuc may ATM c11-anh/chi nhanh chong gap dung nguoi 30.2043 18.763 phu trach xay su co giao dich c12-anh/chi chon ngan hang vi nhi u m ch p nh n th thu n ti n 30.5154 18.498 cho giao d ch c13-anh/chi khong mat qua nhieu thoi gian xep hang, cho doi de thuc hien giao 30.1995 19.074 dich c14-anh/chi duoc boi thuong thoa dang 30.2185 18.785 co su co giao dich xay a ch 537 829 479 835 660 817 664 816 501 834 624 821 ch Reliability Statistics Cronbach's Alpha N Items 731 of Item Statistics Std Mean Deviation N c15-anh/chi chon ngan hang vi gia dinh minh cung dang 3.61 813 mo tai khoan tai day c16-anh/chi chon ngan hang vi co quan, ban be mo tai 3.73 785 khoan cho anh/chi tai day c17-anh/chi chon ngan hang vi da tung su dung cac dich 3.75 862 vu khac ngan hang cung cap 421 421 421 Item-Total Statistics Scale Scale Cronbach's Mean Variance Corrected Alpha if if Item if Item Item-Total Item Deleted Deleted Correlation Deleted c15-anh/chi chon ngan hang vi gia 7.48 dinh minh cung dang mo tai khoan tai day c16-anh/chi chon ngan hang vi co quan, ban be mo tai khoan cho anh/chi tai 7.37 day c17-anh/chi chon ngan hang vi da tung su dung cac dich vu khac ngan 7.34 hang cung cap a ch 1.846 649 527 1.980 609 581 2.136 421 804 ch Reliability Statistics Cronbach's Alpha N Items 752 of Item Statistics Std Mean Deviation N c18-ngan hang toi dang su dung chuyen ve dich vu tai chinh3.62 tien te c19-ngan hang co tich cao linh vuc tai chinh3.95 ngan hang c20-nhan vien ngan hang giai quyet su co rat kheo leo 3.82 c21-nhan vien ngan hang cu xu voi toi nhu mot quy khach 3.87 c22-thu tuc cua ngan hang nhanh gon 3.50 757 421 723 421 771 738 726 421 421 421 Item-Total Statistics Scale Scale Cronbach's Mean Variance Corrected Alpha if if Item if Item Item-Total Item Deleted Deleted Correlation Deleted c18-ngan hang toi dang su dung chuyen ve 15.13 dich vu tai chinh-tien te c19-ngan hang co tich cao linh 14.81 vuc tai chinh-ngan hang c20-nhan vien ngan hang giai quyet su co 14.93 rat kheo leo c21-nhan vien ngan hang cu xu voi toi nhu 14.89 mot quy khach c22-thu tuc cua ngan hang nhanh gon 15.26 4.471 590 681 4.856 488 719 4.912 418 745 4.801 491 717 4.525 610 675 nh l a ch n Reliability Statistics Cronbach's Alpha N Items 833 of Item Statistics Std Mean Deviation N c23-anh/chi cho rang viec lua chon ngan hang hien tai de 3.74 cung cap dich vu ATM la dung dan c24-neu co them nhu cau su dung dich vu the, anh/chi se uu 3.87 tien lua chon ngan hang c25-anh/chi se khuyen cao nguoi khac su dung the ATM cua 3.83 ngan hang 847 421 844 421 805 421 Item-Total Statistics Scale Mean Scale Corrected if Item Variance if Item-Total Deleted Item Deleted Correlation c23-anh/chi cho rang viec lua chon ngan hang hien tai de cung 7.70 cap dich vu ATM la dung dan c24-neu co them nhu cau su dung dich vu the, anh/chi se uu tien 7.57 lua chon ngan hang c25-anh/chi se khuyen cao nguoi khac su 7.61 dung the ATM cua ngan hang Cronbach's Alpha if Item Deleted 2.240 676 785 2.189 708 752 2.319 694 767 PH L C 05 EFA u u KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of 881 Sampling Adequacy Bartl Approx Chi-Square 2525.32 ett's Test df 231 of Sig Spher 000 icity Total Variance Explained Comp onent Initial Eigenvalues Total 10 11 12 13 14 15 16 6.897 2.201 1.392 1.137 1.050 969 833 766 733 669 645 614 553 523 493 473 % of Cumulative Variance % 31.348 10.006 6.326 5.166 4.771 4.404 3.788 3.481 3.331 3.040 2.933 2.791 2.515 2.378 2.239 2.149 31.348 41.354 47.680 52.846 57.618 62.021 65.809 69.289 72.620 75.661 78.593 81.385 83.900 86.278 88.517 90.666 Extraction Sums of Squared Loadings Total 6.897 2.201 1.392 1.137 % of Variance 31.348 10.006 6.326 5.166 Cumulative % 31.348 41.354 47.680 52.846 Rotation Sums of Squared Loadings Total 3.984 2.917 2.662 2.064 % of Cumulative Variance % 18.108 13.258 12.101 9.380 18.108 31.366 43.466 52.846 17 18 19 20 21 22 399 387 368 359 313 227 1.814 1.758 1.673 1.632 1.424 1.033 Extraction Method: Component Analysis 92.480 94.238 95.912 97.543 98.967 100.000 Principal Rotated Component Matrixa Component c1-theo anh/chi muc phi phat hanh the ATM la hop ly c2-theo anh/chi muc phi giao dich ATM (phi rut tien, chuyen khoan ) la hop ly c3-toi da duoc tu van ky ve cac loai chi su dung dich vu ATM ngan hang cung cap c4-khi co nhung thay doi ve bieu phi toi da duoc thong bao truoc va thong nhat voi de xuat cua ngan hang c5-toi dong tinh voi muc phi su dung the ATM ngan hang ban hanh c6-thong tin ve cac giao dich cua anh/chi duoc ngan 665 hang bao mat c7-may ATM duoc dat tai vi tri an toan giup anh/chi cam 602 thay yen tam giao dich c8-anh/chi chon ngan hang vi giao dich luon 651 cong (may moc khong bi het tien, bao loi giao dich) c9-he thong luon xu ly chinh xac cac giao dich (khong bi 632 that thoat tien tai khoan ) c10-anh/chi de dang tim thay so dien thoai lien lac 453 co su co xay tai khu vuc may ATM c11-anh/chi nhanh chong gap dung nguoi phu trach 697 xay su co giao dich c12-anh/chi chon ngan hang vi a 724 m ch p nh n th thu n ti n cho giao d ch 650 713 669 777 666 c13-anh/chi khong mat qua nhieu thoi gian xep hang, 539 cho doi de thuc hien giao dich c14-anh/chi duoc boi thuong thoa dang co su co giao 609 dich xay c15-anh/chi chon ngan hang vi gia dinh minh cung dang mo tai khoan tai day c16-anh/chi chon ngan hang vi co quan, ban be mo tai khoan cho anh/chi tai day c17-anh/chi chon ngan hang vi da tung su dung cac dich vu khac ngan hang cung cap c18-ngan hang toi dang su dung chuyen ve dich vu tai chinh-tien te c19-ngan hang co tich cao linh vuc tai chinh-ngan hang c20-nhan vien ngan hang giai quyet su co rat kheo leo c21-nhan vien ngan hang cu xu voi toi nhu mot quy khach c22-thu tuc cua ngan hang nhanh gon Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations .807 680 537 665 630 606 587 629 nh l a ch n KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 723 Adequacy Bartlett's Test of Approx Chi-Square 482.156 Sphericity df Sig .000 Total Variance Explained Extraction Loadings Initial Eigenvalues Sums of Squared Comp onent Total % of Cumulative Variance % Total % of Cumulative Variance % 74.968 13.350 11.683 74.968 2.249 400 350 74.968 88.317 100.000 2.249 74.968 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 723 Adequacy Bartlett's Test of Approx Chi-Square 482.156 Sphericity df Extraction Method: Principal Component Analysis Component Matrixa Component c23-anh/chi cho rang viec lua chon ngan hang hien tai de cung 855 cap dich vu ATM la dung dan c24-neu co them nhu cau su dung dich vu the, anh/chi se uu 875 tien lua chon ngan hang c25-anh/chi se khuyen cao nguoi khac su dung the ATM cua 867 ngan hang Extraction Method: Principal Component Analysis a components extracted u ch nh KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 880 Adequacy Bartlett's Test of Approx Chi-Square 2393.707 Sphericity df 210 Sig .000 Total Variance Explained Initial Eigenvalues Extraction Sums Squared Loadings of Rotation Sums of Squared Loadings Com % of pone Varian Cumul nt Total ce ative % Total % of Varianc Cumul e ative % Total % of Varian Cumulati ce ve % 31.501 10.467 18.288 18.288 13.369 31.657 6.615 31.501 31.501 6.615 2.198 10.467 41.968 2.198 31.501 3.840 41.968 2.808 10 11 12 13 14 15 16 17 18 19 20 21 1.387 1.123 974 967 808 756 712 647 617 576 551 493 492 418 388 368 360 314 6.603 5.346 4.636 4.603 3.850 3.599 3.388 3.082 2.937 2.741 2.625 2.347 2.342 1.991 1.848 1.753 1.714 1.496 48.571 1.387 53.917 1.123 58.553 63.156 67.006 70.605 73.993 77.076 80.012 82.753 85.378 87.725 90.067 92.058 93.906 95.659 97.373 98.869 100.00 237 1.131 Extraction Method: Principal Component Analysis 6.603 5.346 48.571 2.657 53.917 2.017 12.653 44.310 9.606 53.917 Rotated Component Matrixa Component c1-theo anh/chi muc phi phat hanh the ATM la hop ly c2-theo anh/chi muc phi giao dich ATM (phi rut tien, chuyen khoan ) la hop ly c3-toi da duoc tu van ky ve cac loai chi su dung dich vu ATM ngan hang cung cap c4-khi co nhung thay doi ve bieu phi toi da duoc thong bao truoc va thong nhat voi de xuat cua ngan hang 653 714 670 776 c5-toi dong tinh voi muc phi su dung the ATM ngan hang ban hanh c6-thong tin ve cac giao dich cua anh/chi duoc 674 ngan hang bao mat c7-may ATM duoc dat tai vi tri an toan giup 617 anh/chi cam thay yen tam giao dich c8-anh/chi chon ngan hang vi giao dich luon cong (may moc khong bi het tien, bao loi 665 giao dich) c9-he thong luon xu ly chinh xac cac giao dich 630 (khong bi that thoat tien tai khoan ) c11-anh/chi nhanh chong gap dung nguoi phu 693 trach xay su co giao dich c12-anh/chi chon ngan hang vi u 729 m ch p nh n th thu n ti n cho giao d ch c13-anh/chi khong mat qua nhieu thoi gian xep 531 hang, cho doi de thuc hien giao dich c14-anh/chi duoc boi thuong thoa dang co su 611 co giao dich xay c15-anh/chi chon ngan hang vi gia dinh minh cung dang mo tai khoan tai day c16-anh/chi chon ngan hang vi co quan, ban be mo tai khoan cho anh/chi tai day c17-anh/chi chon ngan hang vi da tung su dung cac dich vu khac ngan hang cung cap c18-ngan hang toi dang su dung chuyen ve dich vu tai chinh-tien te c19-ngan hang co tich cao linh vuc tai chinh-ngan hang c20-nhan vien ngan hang giai quyet su co rat kheo leo c21-nhan vien ngan hang cu xu voi toi nhu mot quy khach c22-thu tuc cua ngan hang nhanh gon Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations .669 829 684 518 704 661 546 621 667 PH L C 06 Ma tr n h s quan Pearson Correlations Statistics=Pearson Correlation thang thang lua chon thang chat luong thuong hieu chi phi su dich vu ngan hang dung the thang chat luong dich vu thang lua chon thuong hieu ngan 000 hang thang chi phi su 000 dung the thang thoi quen lua chon ngan hang 000 giao dich thang lua chon 458** ngan hang giao dich ** Correlation is significant at (2-tailed) thang thoi quen thang lua chon lua chon ngan hang ngan hang giao dich giao dich 000 000 000 458** 000 000 320** 000 000 103 000 000 421** 320** 103 421** the 0.01 level PH L C 07: H I QUY TUY Model Summary Model R R Square Adjusted R Square Std Error of the Estimate 707a 520 514 74073643 a Predictors: (Constant), thang thoi quen lua chon ngan hang giao dich, thang chi phi su dung the, thang lua chon thuong hieu ngan hang, thang chat luong dich vu ANOVAb Model Sum Squares of df Mean Square F Sig Regression 172.823 43.206 78.743 000a Residual 172.837 315 549 Total 345.660 319 Predictors: (Constant), thang thoi quen lua chon ngan hang giao dich, thang chi phi su dung the, thang lua chon thuong hieu ngan hang, thang chat luong dich vu b Dependent Variable: thang lua chon ngan hang giao dich Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error t Sig Beta -.039 041 Collinearity Statistics Tolerance -.931 VIF 353 thang chat 477 041 luong dich vu 458 11.496* 000 1.000 1.000 thang lua chon thuong 333 041 hieu ngan hang 320 8.033* 000 1.000 1.000 thang chi 107 041 phi su dung the 103 2.581** 010 1.000 1.000 thang thoi quen lua chon 438 041 ngan hang giao dich 421 10.565* 000 1.000 1.000 Model Summary Model R R Square Adjusted R Square Std Error of the Estimate 707a 520 514 74073643 a Dependent Variable: thang lua chon ngan hang giao dich PH L C 08: N U bi n c1-theo anh/chi muc phi phat hanh the ATM la hop ly c2-theo anh/chi muc phi giao dich ATM (phi rut tien, chuyen khoan ) la hop ly c3-toi da duoc tu van ky ve cac loai chi su dung dich vu ATM ngan hang cung cap c4-khi co nhung thay doi ve bieu phi toi da duoc thong bao truoc va thong nhat voi de xuat cua ngan hang 4.19 4.19 4.3 3.94 c5-toi dong tinh voi muc phi su dung the ATM ngan hang ban hanh 3.92 c6-thong tin ve cac giao dich cua anh/chi duoc ngan hang bao mat 3.97 c7-may ATM duoc dat tai vi tri an toan giup anh/chi cam thay yen tam giao dich c8-anh/chi chon ngan hang vi giao dich luon cong (may moc khong bi het tien, bao loi giao dich) c9-he thong luon xu ly chinh xac cac giao dich (khong bi that thoat tien tai khoan ) c10-anh/chi de dang tim thay so dien thoai lien lac co su co xay tai khu vuc may ATM c11-anh/chi nhanh chong gap dung nguoi phu trach xay su co giao dich c12-anh/chi chon ngan hang vi NH co nhieu dia diem chap nhan the thuan tien cho giao dich c13-anh/chi khong mat qua nhieu thoi gian xep hang, cho doi de thuc hien giao dich c14-anh/chi duoc boi thuong thoa dang co su co giao dich xay c15-anh/chi chon ngan hang vi gia dinh minh cung dang mo tai khoan tai day c16-anh/chi chon ngan hang vi co quan, ban be mo tai khoan cho anh/chi tai day c17-anh/chi chon ngan hang vi da tung su dung cac dich vu khac ngan hang cung cap c18-ngan hang toi dang su dung chuyen ve dich vu tai chinh-tien te c19-ngan hang co tich cao linh vuc tai chinh-ngan hang c20-nhan vien ngan hang giai quyet su co rat kheo leo 3.83 3.61 3.6 4.16 3.79 3.48 3.79 3.77 3.61 3.73 3.75 3.62 3.95 3.82 c21-nhan vien ngan hang cu xu voi toi nhu mot quy khach 3.87 c22-thu tuc cua ngan hang nhanh gon 3.5 ... th ATM 1.2.4 i v i ch th - t c a th : Th ATM u lo pv ih uh p th p t i p cao - nl ATM cung c l i Ch th ch v ch v n m t, ho c th c hi n m ch p nh th ATM , ch th c, tr ti n sau (th i th ATM c cung. .. h n kh d ng d ch v th c cung c s i di n cho m 3.2.2 Th - ng kh o u u: Th c tr ng cung c p d ch v th ATM c n 2012 - Vi c ti c th c hi n t -7 /2013 u 4.1 Ngu n s d ng d li ATM t i u tra tr c ti H... 16 K t c u c a lu N N QUY UV Y UT NH L A CH P D CH V TH ATM TH C TR NG CUNG C P D CH V TH ATM C H UY UT CH N QUY P D CH V H ATM TH NH L A ATM N D QUY U T NH L A CH N P D CH V H TH 1.1 m v d

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