Phát triển dịch vụ internet banking tại ngân hàng nông nghiệp và phát triển nông thôn việt nam khu vực thành phố hồ chí minh

BO GIAO DUC VA DAO TAO TRACING DAI HOC KINH TE TP HO CHI MINH PHAM HOANG TO LINH PHAT TRIEN DjCH VIj INTERNET BANKING T@I NGAN HANG NONG NGHI¶ P VA PHAT TRIEN NONG THON VI¶T NAM KHU VQC THANH PHO HO CHI MINH Chuyén ngfinh: Tfii chinh — Ngfin hfing Mfi sfi : 60340201 LU,AN VAN THAC SI KINH TE PGS.TS TR €f NG THJ HONG TP Ho Chi Minh - Nam 2013 LII CAM DOAN Tf›i xin cam doan Lu a(n van Thac st Kinh Ie “Phét trién d[ch vp Internet Banking tar Ngan hiing Nong nghiep va Phét trién nang then Vi I Nam khu vpc Thanh phci He chi’ minh” la cling trinh nghien emu ciia riéng toi Cac so li(u v:i két quit nghién cuu luan van la trung thirc Cite tai li(u, so li(u trich dan da dupe ghi rii nguon goc Toi xin hoan toan chiu trach nhiem voi cam két neu trén TP HCM, Th:ing 11 nam 2013 Hpc vién cao hpc khoa 21 Chuyén nganh: Tai chinh — Ngan hang Tru6ng Dai hpc Kinh Ie TP HCM TRANG PHU BIA LOI CAM DOAN DANH MUC CAC KY HIEU, CHU VIET TAT DANH MUC CAC BANG DANH MUC CAC HINH VE, DO TH! PHAN MW DAU — TONG QUAN VE DE TAI NGHIEN CN .1 • Ly chpn ae tai Muc tiéu nghién cfiu Doi tupng v:i pham vi nghién ctiu Phuong phap nghién elm .2 Y nghia thuc tién ciia de tai nghién ciru .3 Tinh m‹ i cua de tai .3 Két cau cua lua(n van 1.1.1 DJch vu ngan hang di(n tit 1.1.2 Dich vu Internet Banking 1.1.3 C:ie cap phat trién ctia Internet Banking .7 1.2.1.1 Doi véi ngan hang .9 1.2.1.2 Doi véi khach hang 10 1.2.1.3 Doi voi nén kinh té - xa hoi 11 1.2.2 Cac chi tiéu danh gia su phat trién dich vp Internet Banking 11 1.3 CAC NHAN TO ANH HLDG DEN KHA NANG PHAT TRIEN DJCH VU INTERNET BANKING 14 1.3.2.Nhom nh:in to noi tai h( thong ngan héng 16 1.3.3 Nhom nhan to thuoc ve phia khach hang 18 1.4 D]CH VU INTERNET BANKING TIN THE GIS VA NHIING BAI HOC KINH NGHIEM CHO VIET NAM 19 1.4.1 D[ch vu Internet Banking tai My' .19 • 1.4.2 D|ch vu Internet Banking tai Singapore 20 1.4.3 Dich vu Internet banking tai HongKong 21 1.4.4 Bai hpc kinh nghi(m cho Vi(t Nam .22 1.5 MO HINH NGHIEN CN CAC NHAN TO TO PHIA KHACH HANG ANH HLDG DEN VIEC PHAT TRIEN D!CH VU INTERNET BANKING 23 1.5.1.Khiii quiit mo hinh chap nhan cfing ngh( - TAM 23 Tém tEt chaong .26 CHUDNG 2: TH C T NG PHAT TRIEN DJCH VU INTERNET BANKING TAI NHN»& PTNT VI,ET NAM 27 2.2 NHIJI G C€J SP TIEN DE CHO VIEC PHAT TRIEN DJCH VU INTERNET BANKING TAI NHNo&PTNT VIET NAM 28 2.2.2 Tai san va nguon von .29 2.2.3 Mang 1« i .30 2.2.4 Cfing nghé 30 2.2.5 Nhan luc 31 2.2.6 Hoat dong marketing, xay d 2.3 TH C T g va phat trién thuong hi(u 31 NG PHAT TRIEN DJCH VU INTERNET BANKING TAI NHN»& PTNT VIET NAM — KHU V C TP HCM 32 2.3 Tong quan thi truéng dich vu Internet Banking tai Vi(t Nam v:i khu vpc TP.HCM 32 2.3.2 Thuc trang phat trién d|ch vq Internet Banking tai NHNo&PTNT Vi(t Namkhu vpc TP.HCM .35 2.4 PHAN TICH CAC YEU TO ANH HU6NG DEN SQ PHAT TRIEN DJCH VU INTERNET BANKING TAI NHNo&PTNT VIET NAM - KHU VI, C TP.HCM .41 2.4.1 Phan tich cac yéu to bén va nhiing tae dong bén ngoai den vi(c phat trién dich vu Internet Banking tai NHNo&PTNT Vi(t Nam- Khu vuc TP.HCM 42 2.4.1.1 ciiee manh .42 2.4 I Diem ye"u 43 2.4.1.3 Co h»i 44 2.4.2 Nghie‘n elm c:ie nhan to anh huc›ng den vi(c chap nhan su dung Internet Banking cua kh:ich hang tai d]a ban TP.HCM 46 2.4.2.1 Quy trinh nghién elm 47 2.4.2.2 Phuong phap nghie“n cuu 48 2.4.2.4 Danh gi:i so bo c:ic thang bang h( so tin cay Cronbach’s Anpha 52 2.4.2.5 Kiém dinh thang bang phén tich nhan to kham phii EFA 54 2.4.2.6 Phfin tich hoi quy tuyén tinh boi 58 2.4.2.7 Kiém dinh sp kh:ie bi(t cua c:ic bién dinh tinh 64 CHUONG 3: GIAI PHAP PHAT TRIEN DJCH VU INTERNET BANKING TAI NHN»&PTNT VIET NAM- KHU V C TP.HCM 70 3.1 DJNH HLDG PHAT TRIEN CUA NHNo& PTNT VIET NAM TRONG NH G NAM TO 70 3.2 GIAI PHAP PHAT TRIEN DICH VU INTERNET BANKING TAI NHNo&PTNT VI,ET NAM — KHU V C TP.HCM 71 3.2.1 Nhom gi:ii ph:ip cling co vii n:ing cao nang luc cung ting dich vp Internet Banking cua Agribank 72 3.2.1.1 Hoan thi(n ky thuat h( thong Internet Banking .72 3.2 1.2 Dao tao nguon nhan luc co nang luc va thuat tot 74 3.2.1.3 Dau tu xay d g h( thong chain soc khach hang chuyén nghi(p, Call Centre75 3.2 1.4 X:iy dijng guy trinh cu the cho dich vu Internet Banking toan h( thong76 3.2.1.5 Xay d g h( thong tiéu chi lua chpn va kiém soiit c:ie doi t:ie lien két cung ting s:in pham dich vu true tuyén .76 3.2 1.6 Tang cuéing cfing t:ie quan tr] va phong ngua rili ro h( thong internet banking tai Agribank 77 3.2.2 Nhfim giai ph:ip nham thu hut khach hang va nang cao thJ phan d|ch vu Internet Banking 79 3.2.2.1 Giai phap gia tang ich lpi su dung cua dich vu Internet Banking 79 3.2.2.2 Giai phiip gia tang yéu to de su dung ciia dich vu Internet Banking 81 3.2.2.3 Giai phap han ché riii ro su dung tu phia khach héng 83 3.2.2.4 Giiii phap nang cao hinh anh Agribank , 84 3.2.3 Mot so kién nghi voi chinh phii va c:ie cc quan quan ly 86 TAI LIEU THAM KHAO DANH MUC CAC KY HI(EU, CHU’ VIET TAT AGRIBANK ACB CNTT EAB Ngan h:ing thuong mai co phan Dong A i- Banking Internet Banking NHNo & Ngan hang Nong Nghi(p v:i Phiit Trién Nong Thon Vi(t Nam PTNT NHTM Ngiin h:ing thuong NTHW mai Ngan hang trung NHNN uong Ngan h:ing nha SPDV nuoc S:in phdm dich TMDT vu Thuong niai di(n th VCB Ngén h:ing thuong mai ct› phan Ngoai Thuong DANH MUC CAC HINH VE, DO THJ Hinh 1.1 Phuong thuc giao tiép va cfc thiet b| truy cap Electronic Banking Hinh 1.2 Mo hinh TAM 24 Hinh 2.1 So lupng ngan héng trién khai Internet Banking tu nam 2004-2012 33 Hinh 2.2 Co cau sap dat vi tri hoi so chinh ciia cac NHTM tai cite khu vuc 34 Hinh 2.3 Co cau doanh thu ciia Agribank giai doan 2009- 2012 36 Hinh 2.4 So lupng khach hang dang ky sit dung d|ch vq Internet Banking 2010-2013 38 Hinh 2.5 Giii tri giao d|ch to:in hoa don qua Internet Banking tar Agribank 39 Hinh 2.6 Quy trinh nghie‘n elm 47 Hinh 2.7 Mo hinh nghién elm 57 Hinh 2.8 Biéu ph:in tiin Scatterplot .62 Hinh 2.9 Biéu tan so Histogram cua phiin du 63 Hinh 2.10 Mo hinh nghién elm chinh thuc 66 PHAN MW DAU — TONG QUAN VE DE TAI NGHIEN CN Ly chpn dé Hi Trong thoi dai ky thu a) t so nhu hi(n nay, mpi hoat dong cua ngu‹ii déu du‹ic hi(n dai hoa Su phat trién ciia cong ngh( thong tin cho phép ngucii don gian hoa ciic hoat dong thuéng ctia minh Hoat dong ngan hang cling gan lien voi su ph:it trién Moi ngan hang ngoai cac dich vu truyén thong deu cung cap them c:ic d|ch vu ngan hang hi(n dai de gia tang tien ich va thu(an l‹ii cho khach hang giao dich Internet Banking dang trc mpt xu huong chinh thi truéing tai chinh nay, la mo( t san pham moi cua cac ngan hang thc i gian gan day Phat trién tot dich vu ngan hang t c tuyen sé giup ciic ngan hang thuong mai da dang hoa san pham, tang thu dich vu, tang kha nang canh tranh voi cac ngan hang thuong mai khac, dong th‹ii tao diéu ki(n cho khiich hang tiép can gan hon voi c:ic san phém cua ng$n hang Ngan h:ing Nong Nghi(p vii Phat Trién Nong Thon Vi(t Nam ciing khfing nam ngoai trao fun ph:it trien chung dé› Tuy nhién, cho den th‹ii diem ma cac ngan hang thuong mai khac dang cang da dang hoa danh muc cac dich vu I c tuyén cua hp thi dich vu Internet Banking cua Agribank chi moi diing lai ci muc don giiin nhu tra cuu so du, li(t ké giao dich ma chua trién khai thuc hi(n dupc cac ti(n ich hi(n dai nhu gtii tiet ki(m online, to:in true tuyén bang tai khoan ngan hang, chuyén kho:in truc tuyen Ben canh do, Internet Banking van la mpt d|ch vu kh:i moi me nen khiich hang phan van dé da)t tham va sit dung han ché Voi muc dich phan tich nhung kho khan, han ché qu:i trinh trién khai dich vu Internet Banking, dong th‹ii nghién cuu, de xuat nhfrng bi(n phiip nham trién khai va phét trién dich vu Internet Banking tai Ngan hang Nong Nghi(p va Phiit Trién Nong Thon Vi(t Nam toi da chpn de tai “Phét trién dich vu Internet Banking ti i Ngén hang Néng nghiep va Phat trién Néng thén Viet Nam - Khu vu:c TP.HCM’ lam de tai luan van Thac st kinh té PHJ,I LUC 3: KIEM DJNH CRONBACH’S ALPHA Kiém dJnh Cronbach’s Alpha c:ie bién doc l§p Reliability Statistics Cronbach's Alpha N of Items 883 Item-Total Statistics Scale Mean if Item Deleted IL I Huu ich, thuan tien ’ IL2 Thuc hien giao dich nhanh chong IL3 De dang gd voi NH lL4 Tiet kiem thoi gian ILS Tang nang suat,chat luong cong viec 14 1258 Scale Variance if Item Deleted 7.085 14.1509 Corrected ltemTotal Correlation Cronbach's Alpha if Item Deleted 733 854 7.369 741 853 14.2893 118 697 864 13.5786 7.043 819 834 14.6981 7.921 6|3 881 Reliability Statistics Cronbach's Alpha N of Items 845 Item-Total Statistics Scale Mean if Item Deleted DD I Khong mat nhieu thoi gian hoc cach su dung DD2 HDSD don gian,de hieu DD3 Su dung i-Banking thuan thuc DD4 De nhu giao dich tien mat Scale Variance if Item Deleted Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 9.0692 3.305 732 781 9.2013 3.377 732 782 9.8365 3.517 603 836 9.7233 3.277 665 81 l Reliability Statistics Cronbach's Alpha N of Items 844 Item-Total Statistics Scale Mean if Item Deleted RRl Lo thong tin ca nhan Bi gian lan,mat tien RR3 Khong an tain ve cong nghe RR4 Bi gia mao thong tin Scale Variance if Item Deleted Corrected ltemTotal Correlation Cronbach's Alpha if Item Deleted 10.6038 4.241 717 792 10.5409 5.161 679 804 10.6164 5.073 700 795 I 0.4465 122 646 817 Bién dc›c l p “Hinh énh ngan hang” Reliability Statistics Cronbach's Alpha N of Items 689 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted HA Uy tin, danh tieng tot 14.4214 3.688 250 716 HA2 Nhan vien lich su, nhiet tinh 14.3082 3.177 5l5 609 HA3 Thuc hien tot cam ket 14.5786 3.043 510 608 14.47 17 3.023 313 607 14.4214 3.258 442 639 HA4 Cung cap day du HDSD, ho tro truc tuyen HA5 Cung cap da dang tien ich i-Banking Reliability Statstcs Cronbach's Alpha 677 N of Items Item-Total Statistics XH I Nguoi khac dung truoc XH2 Nguoi co anh huong nghi nen su dung XH3 Anh huong truyen thong Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 6.5786 1.271 547 504 6.4780 1.492 521 552 6.7799 1.451 414 684 Kiém d)nh Cronbach’s Alpha bién phu thuoc “chap nha( n str dung dJch vy i- Banking” Reliability Statistics Cronbach's Alpha N of Items 791 Item-Total Statistics Scale Mean if Item Deleted SD I Su dung i-Banking la xu huong tat yeu SD2 Su dung i-Banking thuong xuyen tuong lai SD3 Gioi thieu nguoi khac su dung i-Banking Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 7.0881 I 942 569 780 7.4214 1.726 699 643 1509 1.724 633 716 PHU LUC 4: PHT TICH NHAN TO KHAM PHA EFA Phfin tich EFA cho c:ic bién doc lap Phan tich EFA cho céc bién doc lap fan KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 883 Approx Chi-Square df Sig 1609.259 210 000 Total Variance Explained Comp onent 10 11 12 13 14 15 16 17 18 19 20 Initial Eigenvalues % of Cumulative Total Variance % 7.500 35.715 35.715 2.545 12.118 47.833 1.483 7.063 54.897 1.195 5.688 60.585 989 4.711 65.296 878 4.182 69.478 793 3.778 73.256 651 3.099 76.355 607 56l 545 5l5 452 4l8 344 3l7 293 283 252 201 176 2.892 2.673 2.598 2.451 2.153 1.990 1.638 1.510 1.395 1.346 1.202 957 840 Extraction Sums of Squared Loadin 8s % of Cumulative Total Variance % 7.500 35.715 35.715 2.545 12.118 47.833 1.483 7.063 54.897 1.195 5.688 60.585 79.247 81.921 84.518 86.969 89.122 91.112 92.750 94.260 95.655 97.001 98.203 99.160 100.000 Extraction Method: Principal Component Analysis Rotation Sums of Squared Loadings % of Cumulative Total Variance % 3.858 18.371 18.371 3.130 14.904 33.275 3.046 14.506 47.781 2.689 12.804 60.585 Rotated Component Matrix(a) Component IL4 Tiet kiem thoi gian lL2 Thuc hien gd nhanh chong IL3 De dang gd voi NH IL5 Tang nang suat,CL cong viec IL XH2 Huu ich, thuan ten Nguoi anh huong nghi nen sd DD2 HDSD don gian,de hieu DD4 DD l De nhu gd ten mat Khong mat nhieu tgian hoc cach DD3 Su dung IB thuan thuc XH1 Nguoi khac dung truoc sd HAUy I RR1 tn, danh teng tot Lo thong tn ca nhan RR3Khong an tain ve cong nghe BI 8'an RM RR4 HA41an,mat ten Bi gia mao thong tn tuyenCung cap HDSD,ho tro truc HA2 Nhan vien lich su, nhiet tnh HAS Cung cap da dang ten ich IB XH3 Anh huong truyen thong HA3 Thuc hien tot cam ket 837 30l 797 212 740 191 7l3 195 - 190 160 - 123 2 29 697 391 513 319 - 146 265 778 - l24 25l 751 -.148 143 348 705 -.194 143 4l6 622 197 441 -.352 366 409 103 355 - 103 - 172 829 -.209 - 102 174 824 - 168 796 764 -.2l3 -.131 782 377 261 640 -.152 613 180 158 -.336 553 295 15 I - 102 544 Extracton Method: Principal Component Analysis Rotaton Method: Varimax with Kaiser Normalizaton a Rotation converged in iterations Phan tich EFA cho céc bién doc lap fan KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericii Approx Chi-Square df 872 1274.113 136 000 Total Variance Explained Comp onent g • 10 11 12 13 14 15 16 17 Initial Eigenvalues % of Cumulativ Total Variance e% 6.202 36.484 36.484 2.469 14.521 51.005 1.419 8.348 59.353 1.112 6.540 65.892 743 4.368 70.260 737 4.333 74.594 615 3.617 78.211 573 3.370 81.581 563 3.313 84.893 459 2.701 87.594 430 2.527 90.121 358 2.104 92.225 310 1.823 94.048 291 284 ,245 l92 1.711 1.672 1.441 1.129 95.758 97.430 98.871 100.000 Extraction Method: Principal Component Analysis Extraction Sums of Squared Loadings Total 6.202 2.469 1.419 1.112 % of Variance 36.484 14.521 8.348 6.540 Cumulativ e% 36.484 51.005 59.353 65.892 Rotation Sums of Squared Loadings % of Cumulativ Total 3.413 2.871 2.542 2.375 Variance 20.079 16.889 14.953 13.971 e% 20.079 36.968 51.921 65.892 Rotated Component Matrix(a) Component IL4 Tiet kiem thoi gian lL2 Thuc hien gd nhanh chong IU Huu ich, thuan tien IL3 De dang gd voi NH _ 101 276 783 234 20l 737 270 316 215 737 - 190 185 730 - 128 195 - 111 835 IL5 Tang nang suat,CL cong viec RR1 Lo thong tin ca nhan 859 RR3 Khong an tain ve cong nghe • RM Bi gian 1an,mat tien RR4 Bi gia mao thong tin HA4 Cung cap HDSD,ho tro truc tuyen HA5 Cung cap da dang tien ich IB - 102 HA2 Nhan vien lich su, nhiet tinh ’ HA3 Thuc hien tot cam ket XH3 Anh huong truyen thong DD2 HDSD don gian,de hieu DD4 De nhu giao dich tien mat DD1 Khong mat nhieu tgian hoc cach su dung 186 -.166 815 - 185 803 776 -.2l5 -.209 - ll4 800 - 126 660 223 633 307 257 -.100 598 175 173 -.328 568 138 119 827 249 250 - 129 183 780 328 - 175 202 756 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Phan tich EFA cho bién phu thuoc KMO and Bartlett's Test Kaiser-Meyer-OIkin Measure of Sampling Adequacy .683 Bartlett's Test of Sphericity Approx Chi-Square df Sig 146.168 000 Total Variance Explained Com onent I • Total 2.118 537 345 Initial Ei envalues % of Variance Cumulative % 70.613 70.613 17.884 88.497 11.503 100.000 Extraction Method: Principal Component Analysis Component Matrix(a) Componen t SD2 SD thuong xuyen tuong lai SD3 gioi thieu nguoi khac sd SDI xu huong tat yeu 880 842 797 Extraction Method: Principal Component Analysis a components extracted Extraction Sums of S uared Load in s Total % of Variance Cumulative % 118 70.613 70.613 , PHU LUC 5: PHAN TICH TRONG QUAN Ma tr§n h( ski tuong quan Gorrelations IL LOI ICH SU DUNG IL LOI ICH SU Pearson DUNG Correlation Pearson Correlation Sig (2-tailed) N ‹ RR RUI RO SU DUNG Pearson Correlation Sig (2-tailed) N HA HINH ANH NGAN HANG SD QUYET DINH SU DUNG 589(••) Sig (2-tailed) N DD DE SU DUNG DD DE DANG SU DUNG Pearson Correlation Sig (2-tailed) Pearson Correlation Sig (2-tailed) N RR RUI RO SU DUNG -.2 16(••) HA HINH ANH NGAN HANG QD QUYET DINH SU DUNG 524(••) 726(• •) 006 000 159 159 159 159 159 589(*•) - 229999 ((• •) 460(••) 643(• •) 000 000 159 159 159 159 -.299(• *) I -.357(• •) -.482(• •) 159 159 159 159 159 524(**) 460('') I 628(**) 159 -.2l6(*•) 006 -.357(•*) 000 159 159 159 159 726(••) 643(**) -.482(• •) 628(•*) 159 159 159 “ Correlation is significant at the 0.01 level (2-tailed) 159 159 PHU LUC 6: PHAN TICH HOI QUY Model Summary(b) Std Error of the Mode 707 699 34985 Sig F R Square 707 F 92.769 154 a IL LOI ICH DUNG b Dependent Variable: SD CHAP NHAN SU DUNG ANOVA(b) Model Sum of Squares I , df Mean Square Regression Residual 45.419 18.849 154 Total 64.268 158 11.355 122 F Sig 92.769 000(a) a Predictors: (Constant), HA HINH ANH NGAN HANG, RR RUI RO SU DUNG, DD DE DANG SU DUNG, IL LOI ICH SU DUNG b Dependent Variable: SD CHAP NHAN SU DUNG Coefficients(a) Unstandardized Coefficients Std B Error Model (Constant) 1.184 321 SU DUNG 4l6 055 DD DE DANG SU DUNG 2l9 IL LOI ICH RR RUI RO SU DUNG HA HINH ANH NGAN HANG Standardized Coefficients t Sig Beta Collinearity Statistics Tolerance VI F 3.687 000 435 7.523 000 57l I 753 057 215 3.832 000 605 1.654 -.220 042 -.248 -5.228 000 848 1.180 286 073 213 3.910 000 645 1.551 a Dependent Variable: SD CHAP NHAN SU DUNG Residuals Statistics(a) Predicted Value Residual Std Predicted Value Std Residual Minimum Maximum 319 4.8716 3.6 101 53615 159 -.83797 -2.570 -2.395 93969 2.353 2.686 00000 000 000 34540 1.000 987 159 159 a Dependent Variable: SD CHAP NHAN SU DUNG Mean Std Deviation N 159 PHU LUC 7: KIEM DJNH ANOVA Kiém d]nh s;y kh:ie bi(t theo gi6i tinh Descriptives 95% Confidence Interval for Mean Std N Mean Deviation Minimum Maximum I Nam 66 3.6010 65690 Std Error 08086 Lower Bound 3.4395 Upper Bound 3.7625 2.00 4.67 Nu 93 3.6165 62737 06505 3.4873 3.7457 1.67 4.67 Total 159 3.6101 63778 05058 3.5102 3.7100 1.67 4.67 Test of Homogeneity of Variances Lcvcne Statistic df2 df1 157 543 ANOVA Between Groups Within Groups Sum of Squares 009 64.259 Total df Mean Square 009 Sig .023 881 409 157 64.268 F 58 Kiém d)nh s;y kh:ie bi(t theo diy tuoi Descriptives Confidence Interval for Mean 71 3.9333 3.7042 59628 57611 26667 06837 3.1929 3.5679 Upper Bound 4.6737 3.8406 57 3.5556 61507 08147 3.3924 3.7188 2.00 4.67 26 159 3.4103 3.6101 80171 63778 15723 05058 3.0864 3.5102 3.7341 3.7100 l 67 1.67 4.33 4.67 N I tu 18- 22 tuoi tu 22-3 tuoi tu 36-55 tuoi tren 55 tuoi Total Lower Std Mean Deviation Std Error Bound Minimu in 3.00 2.00 Maximu in 4.33 4.67 , Test of Homogeneity of Variances Levene dfl Statistic Sig df2 1.806 155 148 ANOVA Sum of Squares Between Groups Within Groups Total df Mean Square 2.359 786 61.909 64.268 155 158 399 F Sig 1.969 121 Kiém d)nh sir kh:ic bi(t theo trinh hpc vfin Bescriptives 95% Confidence Interval for Mean Std N Mean Std Error Lower Bound Upper Bound Minimum Maximum 23819 2.5092 3.5384 2.00 4.33 66645 10047 3.1837 3.5890 1.67 4.67 50662 05664 3.6331 3.8586 2.33 4.67 09283 3.7587 4.1460 3.00 4.67 05058 3.5102 3.7100 1.67 4.67 l