(LUẬN văn THẠC sĩ) the impact of payment service quality on market share expansion of NAPAS

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - ĐINH THỊ BÍCH HẠNH THE IMPACT OF PAYMENT SERVICE QUALITY ON MARKET SHARE EXPANSION OF NAPAS ẢNH HƯỞNG CỦA CHẤT LƯỢNG DỊCH VỤ CỔNG THANH TOÁN ĐIỆN TỬ ĐẾN VIỆC MỞ RỘNG THỊ PHẦN CỦA NAPAS LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH Hà Nội - 2017 TIEU LUAN MOI download : skknchat@gmail.com ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - ĐINH THỊ BÍCH HẠNH THE IMPACT OF PAYMENT SERVICE QUALITY ON MARKET SHARE EXPANSION OF NAPAS ẢNH HƯỞNG CỦA CHẤT LƯỢNG DỊCH VỤ CỔNG THANH TOÁN ĐIỆN TỬ ĐẾN VIỆC MỞ RỘNG THỊ PHẦN CỦA NAPAS Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: PGS.TS NGUYỄN NGỌC THẮNG Hà Nội - 2017 TIEU LUAN MOI download : skknchat@gmail.com DECLARATION The author confirms that the research outcome in the thesis is the result of author‟s independent work during study and research period and it is not yet published in other‟s research and article The other‟s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration Date………………………… i TIEU LUAN MOI download : skknchat@gmail.com ACKNOWLEDGEMENT I would like to express my deep gratitude to the teachers of the Hanoi school of Business and Management, Vietnam National University, especially the teachers who imparted to me a lot of knowledge and helped me carry out this thesis I would like to express sincere gratitude to Dr.Nguyen Ngoc Thang has spent a lot of time, dedicated guidance, only told me during the course of the topic I would like to express my sincere thanks to the Board of Directors of National Payment Corporation of Viet , help me in collecting data and information needed for the study of this thesis I sincerely thank family, friends and colleagues for encouraging and supporting me in the process of study and research Hanoi, date 22 month year 2017 Student DINH THI BICH HANH ii TIEU LUAN MOI download : skknchat@gmail.com THE IMPACT OF PAYMENT SERVICE QUALITY ON MARKET SHARE EXPANSION OF NAPAS Summary of the results The study was an interview with 300 clients in Hanoi who were using NAPAS payment gateway services, ages 15 to 50 The purpose of the study was to assess the factors that affect the quality of NAPAS e-payment gateway services, thus assessing the need to expand the market share of the company's service delivery After studying and analyzing, the author makes conclusions on the factors affecting the quality of NAPAS epayment gateway services such as stability, efficiency, safety, security and an interface friendliness level is the factor that has the greatest impact on stability It affects the level of satisfaction of customers with the quality of services provided by company, thereby affecting the company's ability to expand its market share However, the level of interface friendliness is also a major factor that customers interested Most customers are not satisfied with the stability of the e-payment gateway services They expected that NAPAS card service will be more stable and friendly interface in the near future In addition, when conducting the research on the quality of e-payment gateway services and NAPAS's ability to expand its market share, most of the customers interviewed highly valued the services From that, it will be decided to use the e-payment gateway service and will recommend it to their friends and relatives to use In addition, customers are also relatively confident in NAPAS's ability to grow its market share as well as expand its customers They found that NAPAS is on the rise to enhance its ability to serve more customers in the future and e-payment gateway services provided by NAPAS have superior advantages over competitors Applicability in practice Research will be a valuable reference resource to help NAPAS managers find out the factors that affect the quality of e-payment gateway services as well as the company's ability to expand its market share In addition, the research also helps the management know that customers are evaluating the quality of the products they provide, so that they can adapt to the needs of their customers The research is based entirely on the practice of the company, so iii TIEU LUAN MOI download : skknchat@gmail.com management can consider and apply solutions to improve service quality as well as expand market share in delivery service Further research orientations Firstly, future research can be conducted with the majority of customers currently using the company's e-payment gateway services to gain a broader understanding of customer expectations Secondly, it will conduct surveys to assess the opinions of both customers who not use e-payment gateway services and who are using this service of other companies for gaining specific information to having a better problem solving, while also facilitating the expansion of new market share Thirdly, carrying out research on legal documents related to e-payment system so that the people of our country in general and customers of the company in particular are aware of the problem of using the payment gateway service is safe and protected by law In addition, research can continue to develop in the direction of the impact of social factors of customers (trends, ) on the e-payment gateway services iv TIEU LUAN MOI download : skknchat@gmail.com TABLE OF CONTENTS DECLARATION i ACKNOWLEDGEMENT ii TABLE OF CONTENTS v ABBREVIATION .viii LIST OF FIGURES ix LIST OF TABLES x INTRODUCTION 1 Rationale- Literature review Aims of research Objects of research Scope of research 6 Research methodology Thesis structure CHAPTER 1: THE THEORETICAL BACKGROUND 1.1 Overview of the service quality, electronic payment service and market share 1.1.1 The basic definitions 1.1.2 Characteristics of service quality of electronic payment 11 1.1.3 Factor affecting the service quality of electronic payment 11 1.1.4 Factor affecting the market share expansion 13 1.2 Assessment models for service quality of electronic payment and relationship of the service quality with a extended section 14 1.2.1 Assessment model for service quality of electronic payment 14 1.2.2 The relationship between service quality and market share expansion 18 1.2.3 Research modeling 19 1.3 Indicators to assess market share expansion 21 1.3.1 Revenue 21 1.3.2 Market Share 21 1.3.3 The number of business cooperation partners 22 v TIEU LUAN MOI download : skknchat@gmail.com 1.4 Practical experience on improving service quality to expand the market share of some enterprises 23 1.4.1 The experience Lazada of e-commerce business 23 1.4.2 The experience of Hung Phat manufacturing enterprise 23 1.4.3 The lessons learned for Napas 24 CHAPTER 2: ANALYSIS THE CURRENT SITUATION 25 2.1 Introduction about NAPAS.JSC 25 2.1.1 The process of formation and development 25 2.1.2 Introduction about electronic payment gateway service (NAPAS Payment Gateway) 26 2.1.3 Business operation results of the company 27 2.2 Actual situations on market share of NAPAS JSC 29 2.2.1 Actual situation on the revenue of NAPAS JSCin comparison with other companies in the same field 29 2.2.2 Market share in rendering services of NAPAS JSCin the market 31 2.2.3 Number of major partners of NAPAS JSC in comparison with other companies in the same field 32 2.2.4 Activities of NAPAS JSC in the market share expansion 33 2.3 Analysis of survey results 35 2.3.1 Descriptive Statistics 35 2.3.2 Scale test 38 2.3.3 Factor Analysis 41 2.3.4 Correlation and regression analysis 43 2.3.5 Assessment on survey results for the factors in the model 48 CHAPTER 3: SOLUTIONS AND RECOMMENDATIONS 59 3.1 Solutions to improve the quality of electronic payment service 59 3.1.1 Training the technical staff of the company 59 3.1.2 Completing the system interface gateway payment services of the Company to raise the level of customer friendliness 60 3.1.3 Expanding cooperation, linking with organizations large e-commerce, popular with users of Vietnam 61 vi TIEU LUAN MOI download : skknchat@gmail.com 3.1.4 Investment and application of modern technology, advance to the work raising, improve the quality of the system's electronic payment gateway company to avoid limiting condition system crash 62 3.1.5 Other solution 62 3.2 Solutions expand market share of NAPAS 63 3.2.1 Solution to attract customers using NAPAS e-payment portal 63 3.2.2 Group solutions to improve the security of electronic payment of NAPAS 64 3.2.3 Solutions for the development of customer support services 65 3.2.4 NAPAS brand building and development solutions 66 3.3 Recommendations to relevant units 67 3.3.1 Information technology infrastructure 67 3.3.2 Legal infrastructure 68 3.3.3 Training and promotion of electronic payment development cooperation 69 CONCLUSIONS, LIMITATIONS AND RESEARCH IMPLICATIONS 70 REFERENCES 73 APPENDIX 74 vii TIEU LUAN MOI download : skknchat@gmail.com ABBREVIATION Abbreviation Meaning of acronym 3D Three-dimensional images UK United Kingdom IEC International Electrotechical Commission NAPAS JSC National Payment Services Joint stock company ISO International quality standard ATM Automated Teller Machine POS Point of Sale viii TIEU LUAN MOI download : skknchat@gmail.com REFERENCES Bui Nguyen Hung and Nguyen Thuy Quynh Loan (2010), Assessing the service quality Broderick and Vachirapornpuk (2002) The assessment model for service quality of online banking Choi, Stahl &Whinston (2010) Assessing the quality of the electronic payment system Craig D.Mason (2011) Effect of the quality of electronic payments to increase the sales of service companies Hair &ctg (1998), Multivariate Data Analysis, Prentice-Hall International, Inc Kalakota, Winston (2007), Assess the services quality of electronic payment gateway Le Duy Hung (2013),The payment in electronic commerce in Vietnam Le Duc Tung (2014), Project on electronic payment gateway for Vietnam enterprises Le Van Hy (2009),Online payment gateway and electronic wallet 10 Liliana Solís (2011), the assessment model for quality of electronic payment gateway 11 Nguyen Van Hoang, Nguyen Ngoc An, (2002) Development the Website of Electronic Payment, Publishing House in Ho Chi Minh City - 02/2002 12 Parasuraman (1988), the assessment model for service quality 13 Paret, Lyapunov (2000), E-Commerce business on the Internet, South Wester Education publistting, 2000 14 Rust, Roland T., and Anthony J Zahorik "Customer satisfaction, customer retention, and market share." Journal of retailing 69.2 (1993): 193-215 15 Tyree A (2000), Virtual Cash – payment on the internet 16 Vu Dinh Thu (2012), Apply ISO / IEC 9126 standards to assess the quality of electronic payment system 17 Zeithaml, Valarie A., Leonard L Berry, and Ananthanarayanan Parasuraman "The behavioral consequences of service quality." the Journal of Marketing (1996): 31-46 73 TIEU LUAN MOI download : skknchat@gmail.com APPENDIX Appendix 1: Survey Questions Dear Sir / Madam! First of all, thank you Mr / Ms have worked closely and use the products and services provided by NAPAS in recent years The attention of Mr / Ms for our company is a great honor to serve Mr / Mrs Toward the development of NAPAS in the future, with a focus on raising the services quality and development of the Company's market share, we have a small survey, to acquire the opinion of Mr / Ms in the an assessment of the works to improve the service quality of NAPAS We wish that he / she will take the time to answer the following question in the most objective way The first part: Information of the respondents Gender : Male Female Age: Under 22 22-30 Marriage: Alone Education: Under university university Income: Under millions - 15 millions Unnit: 30- 40 Married Bank Other 40 other postgraduate more than 15 millions POS unit The second part: Evaluation of the service quality of NAPAS Please choose the following possible answers corresponding to the comments of Mr / Ms on the level agreed with the statements given is increasing from to In particular: Totally disagree Disagree Normal Agree Totally agree Factor Survey questionaire Features provided to users are various Efficiency Flexible support features as the administration request of the partners 74 TIEU LUAN MOI download : skknchat@gmail.com Payment feature of domestic cards are processed fast and simply Report system updates enough information Close connection with many popular e-commerce websites Process operations quickly Troubleshoot problems quickly Stability Fix the transaction errors of customer quickly Do not occur system overload The security level of the security methods Safety and security The number of security methods Methods to provide the password (OTP, token key…) Risk warning system Risk Management System The information offers a formal way Consistency Price information on service, product is consistency User guide information is obvious and perspicuous Harmonious colors Full information presented Friendliness level of the interface Perspicuous presentation User-friendly interface Attractive interface Concise requirement step Convenient interface 75 TIEU LUAN MOI download : skknchat@gmail.com Using electronic payment gateway continously in the future Service quality Priority using of electronic payment gateway in transactions Referrals to friends and relatives using of electronic payment services Trust in growth possibilities of market share, number of customers of Napas There are more and more people Evaluate expanding market share around the use and believes in the service provided by Napas Recognizing that Napas on the developed way to enhance the ability to serve more customers in the furture Although there are other electronic payment gateways, but Napas has more advantages The third part: The contribution of individuals with services of NAPAS in the future He / She kindly said his personal opinion in perfecting the service quality of Napas in the future ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… 76 TIEU LUAN MOI download : skknchat@gmail.com Appendix2 : The results of data analysis Gioitinh Frequency Valid Percent Cumulative Percent Valid Percent Nam 130 43.3 43.3 43.3 Nu 170 56.7 56.7 100.0 Total 300 100.0 100.0 Dotuoi Frequency Valid Percent Cumulative Percent Valid Percent Duoi 22 73 24.3 24.3 24.3 22 - 30 96 32.0 32.0 56.3 31 - 40 62 20.7 20.7 77.0 tren 40 69 23.0 23.0 100.0 300 100.0 100.0 Total Honnhan Frequency Valid Percent Valid Percent Cumulative Percent Doc than 137 45.7 45.7 45.7 Da ket hon 141 47.0 47.0 92.7 Khac 22 7.3 7.3 100.0 Total 300 100.0 100.0 Hocvan Frequency Valid Duoi dai hoc Dai hoc Tren dai hoc Total Percent Valid Percent Cumulative Percent 76 25.3 25.3 25.3 173 57.7 57.7 83.0 51 17.0 17.0 100.0 300 100.0 100.0 Thunhap Frequency Valid Percent Valid Percent Cumulative Percent Duoi trieu 82 27.3 27.3 27.3 - 15 trieu 166 55.3 55.3 82.7 tren 15 trieu 52 17.3 17.3 100.0 300 100.0 100.0 Total 77 TIEU LUAN MOI download : skknchat@gmail.com Donvi Frequency Valid Percent Cumulative Percent Valid Percent Ngan hang 165 55.0 55.0 55.0 Donvi chap nhan the 135 45.0 45.0 100.0 Total 300 100.0 100.0 Reliability Statistics Cronbach's Alpha Based on Standardized Items Cronbach's Alpha 760 N of Items 760 Item Statistics Mean Std Deviation N HQ1 3.80 969 300 HQ2 3.49 901 300 HQ3 3.76 955 300 HQ4 3.76 909 300 HQ5 3.65 981 300 Item-Total Statistics Corrected ItemScale Mean if Scale Variance if Total Item Deleted Item Deleted Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted HQ1 14.66 7.709 503 260 725 HQ2 14.97 7.939 512 291 722 HQ3 14.70 7.589 542 301 711 HQ4 14.70 7.848 526 289 717 HQ5 14.81 7.427 554 326 707 Reliability Statistics Cronbach's Alpha 832 Cronbach's Alpha Based on Standardized Items 833 N of Items 78 TIEU LUAN MOI download : skknchat@gmail.com Item Statistics Mean Std Deviation N OD1 3.63 1.035 300 OD2 3.47 969 300 OD3 3.75 1.041 300 OD4 3.56 1.001 300 Item-Total Statistics Scale Mean if Scale Variance if Item Deleted Item Deleted Corrected ItemTotal Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted OD1 10.79 6.349 667 458 785 OD2 10.94 6.598 675 482 782 OD3 10.66 6.425 642 430 797 OD4 10.85 6.523 660 465 788 Reliability Statistics Cronbach's Alpha Based on Standardized Items Cronbach's Alpha 780 N of Items 780 Item Statistics Mean Std Deviation N AT1 3.79 820 300 AT2 3.58 796 300 AT3 3.80 876 300 AT4 3.49 820 300 AT5 3.57 833 300 Item-Total Statistics Corrected ItemScale Mean if Scale Variance if Total Item Deleted Item Deleted Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted AT1 14.43 6.300 526 279 748 AT2 14.65 6.242 570 328 734 AT3 14.42 6.138 515 269 753 AT4 14.74 6.086 589 370 727 AT5 14.66 6.091 572 347 732 79 TIEU LUAN MOI download : skknchat@gmail.com Reliability Statistics Cronbach's Alpha Based on Standardized Items Cronbach's Alpha 801 N of Items 801 Item Statistics Mean Std Deviation N NQ1 3.55 785 300 NQ2 3.55 831 300 NQ3 3.77 812 300 Item-Total Statistics Scale Mean if Scale Variance if Item Deleted Item Deleted Corrected ItemTotal Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted NQ1 7.32 2.137 638 408 737 NQ2 7.32 2.010 645 416 730 NQ3 7.09 2.038 656 431 718 Reliability Statistics Cronbach's Alpha Based on Standardized Items Cronbach's Alpha 828 N of Items 827 Item Statistics Mean Std Deviation N TT1 3.66 1.026 300 TT2 3.45 1.045 300 TT3 3.75 947 300 TT4 3.63 984 300 TT5 3.73 1.040 300 TT6 3.71 970 300 TT7 3.45 1.032 300 80 TIEU LUAN MOI download : skknchat@gmail.com Item-Total Statistics Scale Mean if Scale Variance if Item Deleted Item Deleted TT1 TT2 TT3 TT4 TT5 TT6 TT7 21.73 21.94 21.64 21.76 21.66 21.68 21.94 Corrected ItemTotal Correlation 17.865 18.164 18.633 19.068 17.669 19.116 18.682 634 580 598 510 648 514 524 Squared Multiple Correlation Cronbach's Alpha if Item Deleted 433 345 376 292 453 335 336 794 803 801 814 791 813 812 Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items 789 N of Items 789 Item Statistics Mean CLDV1 CLDV2 CLDV3 CLDV4 Std Deviation 3.51 3.47 3.71 3.75 N 564 563 529 505 300 300 300 300 Item-Total Statistics Scale Mean if Scale Variance if Item Deleted Item Deleted CLDV1 CLDV2 CLDV3 CLDV4 10.93 10.97 10.74 10.70 Corrected ItemTotal Correlation 1.648 1.665 1.767 1.817 621 607 580 581 Squared Multiple Correlation 388 373 340 339 Cronbach's Alpha if Item Deleted 724 732 745 745 Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items 802 N of Items 802 Item Statistics Mean MRTP1 MRTP2 MRTP3 MRTP4 3.62 3.58 3.75 3.77 Std Deviation 636 642 557 526 N 300 300 300 300 81 TIEU LUAN MOI download : skknchat@gmail.com Item-Total Statistics Scale Mean if Scale Variance if Item Deleted Item Deleted MRTP1 MRTP2 MRTP3 MRTP4 11.10 11.14 10.97 10.94 Corrected ItemTotal Correlation 1.927 1.931 2.240 2.351 Squared Multiple Correlation 675 661 584 556 Cronbach's Alpha if Item Deleted 490 476 350 319 723 730 768 781 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 771 2.233E3 df 276 Sig .000 Total Variance Explained Com pone nt 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 Initial Eigenvalues Total 3.671 3.092 2.856 2.225 1.759 993 827 747 713 655 650 604 587 548 542 515 490 443 429 381 362 342 289 280 % of Variance 15.297 12.883 11.900 9.270 7.331 4.138 3.444 3.111 2.973 2.730 2.710 2.516 2.444 2.285 2.258 2.147 2.041 1.845 1.787 1.588 1.510 1.424 1.203 1.167 Extraction Method: Component Analysis Cumulative % 15.297 28.180 40.080 49.350 56.681 60.819 64.262 67.373 70.346 73.075 75.785 78.301 80.745 83.030 85.288 87.435 89.476 91.321 93.107 94.695 96.205 97.630 98.833 100.000 Extraction Sums of Squared Loadings Total % of Variance 3.671 3.092 2.856 2.225 1.759 15.297 12.883 11.900 9.270 7.331 Cumulative % 15.297 28.180 40.080 49.350 56.681 Rotation Sums of Squared Loadings Total 3.475 2.691 2.684 2.584 2.170 % of Variance Cumulative % 14.478 11.212 11.185 10.765 9.041 Principal 82 TIEU LUAN MOI download : skknchat@gmail.com 14.478 25.690 36.875 47.640 56.681 Rotated Component Matrixa Component TT5 TT1 TT3 TT2 TT7 TT6 TT4 AT4 AT2 AT5 AT1 AT3 OD2 OD4 OD1 OD3 HQ5 HQ3 HQ2 HQ4 HQ1 NQ3 NQ2 NQ1 766 759 723 712 654 640 640 754 746 746 690 686 829 819 805 796 727 720 713 700 685 837 833 827 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 Bartlett's Test of Sphericity Approx Chi-Square 788 325.406 df Sig .000 Total Variance Explained Compo nent Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.450 61.243 61.243 553 13.831 75.074 543 13.580 88.654 454 11.346 100.000 Total 2.450 % of Variance 61.243 Cumulative % 61.243 Extraction Method: Principal Component Analysis 83 TIEU LUAN MOI download : skknchat@gmail.com Component Matrixa Component CLDV1 800 CLDV2 790 CLDV4 770 CLDV3 770 Extraction Principal Analysis Method: Component a extracted components KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 762 381.038 df Sig .000 Total Variance Explained Compo nent Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.514 62.848 62.848 636 15.904 78.752 511 12.771 91.523 339 8.477 100.000 Total 2.514 % of Variance 62.848 Cumulative % 62.848 Extraction Method: Principal Component Analysis Component Matrixa Component MRTP1 832 MRTP2 823 MRTP3 768 MRTP4 744 Extraction Principal Analysis Method: Component a extracted components 84 TIEU LUAN MOI download : skknchat@gmail.com Correlations HQ HQ Pearson Correlation OD AT NQ TT Pearson Correlation TT CLDV MRTP 115* 196** -.004 400** 346** 097 047 001 948 000 000 300 300 300 300 300 300 300 -.096 060 095 -.019 393** 272** 304 102 749 000 000 Sig (2-tailed) OD NQ -.096 N AT Sig (2-tailed) 097 N 300 300 300 300 300 300 300 115* 060 133* 135* 458** 391** Sig (2-tailed) 047 304 021 019 000 000 N 300 300 300 300 300 300 300 196** 095 133* 037 479** 385** Sig (2-tailed) 001 102 021 523 000 000 N 300 300 300 300 300 300 300 -.004 -.019 135* 037 410** 318** Sig (2-tailed) 948 749 019 523 000 000 N 300 300 300 300 300 300 300 400** 393** 458** 479** 410** 723** Sig (2-tailed) 000 000 000 000 000 N 300 300 300 300 300 300 300 346** 272** 391** 385** 318** 723** Sig (2-tailed) 000 000 000 000 000 000 N 300 300 300 300 300 300 Pearson Correlation Pearson Correlation Pearson Correlation CLDV Pearson Correlation MRTP Pearson Correlation 000 300 * Correlation is significant at the 0.05 level (2-tailed) ** Correlation is significant at the 0.01 level (2-tailed) Model Summaryb Mod el R 854a Std Error R Adjusted R of the Square Square Estimate 730 725 Change Statistics R Square Change 222 F Change 730 158.964 df1 df2 294 Sig F Change DurbinWatson 000 a Predictors: (Constant), TT, HQ, OD, AT, NQ b Dependent Variable: CLDV 85 TIEU LUAN MOI download : skknchat@gmail.com 2.052 ANOVAb Model Sum of Squares df Mean Square F Regression 39.061 7.812 Residual 14.448 294 049 Total 53.509 299 Sig .000a 158.964 a Predictors: (Constant), TT, HQ, OD, AT, NQ b Dependent Variable: CLDV Coefficientsa Unstandardized Coefficients Model B (Constant) Standardized Coefficients Std Error -.134 134 HQ 214 020 OD 197 AT Collinearity Statistics Beta t Sig Tolerance VIF -1.000 318 341 10.886 000 939 1.065 016 383 12.479 000 973 1.028 216 022 304 9.804 000 953 1.049 NQ 199 019 322 10.276 000 937 1.067 TT 205 017 365 11.934 000 980 1.021 a Dependent Variable: CLDV Model Summaryb Mod el R 723a Std Error R Adjusted R of the Square Square Estimate 522 521 Change Statistics R Square Change 325 F Change df1 522 326.030 df2 Sig F Change DurbinWatson 298 000 F Sig a Predictors: (Constant), CLDV b Dependent Variable: MRTP ANOVAb Model Sum of Squares df Mean Square Regression 34.396 34.396 Residual 31.439 298 105 Total 65.834 299 326.030 000a a Predictors: (Constant), CLDV b Dependent Variable: MRTP 86 TIEU LUAN MOI download : skknchat@gmail.com 1.755 Coefficientsa Unstandardized Coefficients Model B (Constant) CLDV Standardized Coefficients Std Error 783 161 802 044 Beta Collinearity Statistics t 723 Sig 4.848 000 18.056 000 Tolerance 1.000 a Dependent Variable: MRTP 87 TIEU LUAN MOI download : skknchat@gmail.com VIF 1.000 ... for my graduation thesis In Vietnam, there is no report on the effectiveness evaluation of payment service quality on the market share expansion of NAPAS, so this thesis is one of the first reports... must constantly improve the quality of services and products to serve the needs of consumers to create conditions the expansion of market share in the provision of services Product pricing and services... and market share expansion The factor of service quality has a closed relationship with the ability of market share expansion of the enterprises In the case of high service quality, the enterprises