Luận văn thạc sĩ UEH factors affecting customers intention to use sredit card

UNIVERSITY OF ECONOMICS – HO CHI MINH CITY International School of Business Mai Viet Dung FACTORS AFFECTING CUSTOMER’S INTENTION TO USE CREDIT CARD Evidence from Vietnam MASTER OF BUSINESS (Honours) Ho Chi Minh City – Year 2014 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com UNIVERSITY OF ECONOMICS – HO CHI MINH CITY International School of Business Mai Viet Dung FACTORS AFFECTING CUSTOMER’S INTENTION TO USE CREDIT CARD Evidence from Vietnam ID: 22120009 MASTER OF BUSINESS (Honours) SUPERVISOR: Dr Tran Phuong Thao Ho Chi Minh City – Year 2014 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com DEDICATION To my loving family and friends who support me a lot in my life, study, and work LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ACKNOWLEDGEMENTS Composing this master thesis is a long journey with many unexpected ups and downs; thanks to my great family, good friends, colleagues, and resourceful supervisor, I have accomplished this goal I am blessed beyond all measures, and I just want to say thank you I wish to extend special thanks to my supervisor, Dr Tran Phuong Thao, for all your time, advice, comments, and encouragement I could not have even imagined how I would have completed this thesis without your support Also, I would like to thank Dr Nguyen Dinh Tho, Dr Nguyen Thi Mai Trang, and Dr Dinh Thai Hoang, who all provide me initial foundation of research design as well as data analysis To the ISB research committee, I am thankful for your time, comments, and kind words that helped me through this process To my friends at Master of Business program – International School of Business, thank you for your friendship, your laughter, and all the time we have together It made the life of a business post graduate a pleasure Finally, to my parents and sister, thank you for teaching me the importance and value of education You are the most supportive force of all; I am grateful to you for your constant support, love, encouragement, faith, and belief in me LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ABSTRACT Vietnam’s credit card payment market has become one of the most rapidly growing markets in emerging world; however, there is a paucity of studies about behavioral intention in the context of credit card and especially in Vietnam The Theory of Reasoned Action (TRA) was used as the foundational model in order to develop a modified model reflecting intention to use credit card in the thesis Specifically, the relationships among six factors – attitude towards using credit card, perceived financial cost, social influence, perceived credibility, information about credit card, and materialism – and customer’s intention to use credit card were examined Results suggest that attitude towards using credit card, social influence, and information about credit card are important determinants to predict Vietnamese bank customer’s intention to use credit card Key words: credit card, intention to use, TRA, Vietnam LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com TABLE OF CONTENT ACKNOWLEDGEMENTS ABSTRACT LIST OF FIGURES LIST OF TABLES ABBREVIATIONS CHAPTER - INTRODUCTION 1.1 Background of study 1.2 Research problem 1.3 Research objective and research questions 1.4 Scope of research 1.5 Research significance 1.6 Structure of the thesis CHAPTER - LITERATURE REVIEW, HYPOTHESES AND CONCEPTUAL MODEL 2.1 Foundational theories 2.1.1 Theory of Reasoned Action (TRA) 2.1.2 Theory of Planned Behavior (TPB) 2.2 Customer’s intention to use credit card 10 2.3 Attitude and customer’s intention to use credit card 12 2.4 Perceived financial cost and customer’s intention to use credit card 13 2.5 Social influence and customer’s intention to use credit card 14 2.6 Perceived credibility and customer’s intention to use credit card 15 2.7 Information about credit card and customer’s intention to use credit card 16 2.8 Materialism and customer’s intention to use credit card 17 2.9 Conceptual model 18 2.10 Chapter summary 19 CHAPTER – RESEARCH METHODOLOGY 21 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.1 Research process 21 3.2 Measurement 22 3.2.1 Measurement scale 22 3.2.2 Pilot test 25 3.3 Sampling and Data collection 26 3.3.1 Minimum sample size 26 3.3.2 Data collection 26 3.4 Data analysis 27 3.4.1 Reliability measure 27 3.4.2 Exploratory factor analysis (EFA) 28 3.4.3 Multiple regression analysis 28 3.5 Chapter summary CHAPTER – DATA ANALYSIS AND RESULTS 29 30 4.1 Profile of respondents 30 4.2 Assessment measurement scale 32 4.2.1 Reliability scores 32 4.2.2 Exploratory factor analysis (EFA) 34 4.3 Correlation 38 4.4 Hypothesis testing by multiple regression 39 4.4.1 Checking assumptions of multiple regression 39 4.4.2 Testing hypotheses of conceptual model 40 4.5 Chapter summary CHAPTER – CONCLUSION, IMPLICATIONS, AND FURTHER STUDIES 43 44 5.1 Key findings and discussion 44 5.2 Implications 47 5.2.1 Theoretical implications 47 5.2.2 Managerial implications 48 5.3 Limitations and suggestions for future research REFERENCES 50 52 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com APPENDICES Appendix A: Questionnaire (English - Vietnamese version) Appendix B: KMO and Bartlett’s Test Appendix C: Testing multiple regression assumptions LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF FIGURES Page Figure 2.1: The Theory of Reasoned Action Figure 2.2: The Theory of Planned Behavior 10 Figure 2.3: Conceptual Model 19 Figure 3.1: Research process 22 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF TABLES Page Table 3.1: Scale Items 24 Table 4.1: Profile of respondents 30 Table 4.2: Total Cronbach’s alpha 32 Table 4.3: Cronbach’s alpha, SCR, AVE for each variable 32 Table 4.4: Total variance explained 35 Table 4.5: Rotated Component Matrix 36 Table 4.6: Summarized Factor analysis 37 Table 4.7: Bivariate Correlation 38 Table 4.8: Regression Analysis Model 40 Table 4.9: Hypotheses results 42 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 53 Amin, H (2012a) Explaining intention to use the Islamic credit card: an extension of the TRA model Retrieved from http://mpra.ub.uni-muenchen.de/36957/ Amin, H (2012b) Patronage factors of malaysian local customers towards islamic credit cards Management Research Review, 35(6), 512-530 Andries, M., & Martin, C (2004) Oversight of non-cash payment schemes: objectives and implementation procedures Banque De France Financial Stability Review, 5, 91-106 Bai, F., & Chen, X (2013) Analysis on the new types and countermeasures of credit card fraud in mainland China Journal of Financial Crime, 20(3), 267-271 Barker, T., & Sekerkaya, A (1992) Globalizaton of credit card usage: the case of a developing economy International Journal of Bank Marketing, 10(6), 27-31 Baumann, C., Elliott, G., & Burton, S (2012) Modeling customer satisfaction and loyalty: survey data versus data mining Journal of Services Marketing, 26(3), 148-157 Borzekowski, R., & Kiser, E (2007) The choice at the checkout: quantifying demand across payment instruments International Journal of Industrial Organization, 26(4), 889-902 Capgemini (2014) World payment report 2014 Retrieved from https://www.worldpaymentsreport.com/ Celik, H (2011) Influence of social norms, perceived playfulness and online shopping anxiety on customers’ adoption of online retail shopping An empirical study in the Turkish context International Journal of Retail & Distribution Management, 39(6), 390-413 Chan, R.Y (1997) Demographic and attitudinal differences between active and inactive credit cardholders – the case of Hong Kong International Journal of Bank Marketing, 15(4), 117-125 Chang, M.K (1998) Predicting unethical behavior: a comparison of the theory of reasoned action and the theory of planned behavior Journal of Business Ethics, 17, 1825-1834 Chau, P.Y.K., & Hu, P.J.H (2001) Information technology acceptance by individual professionals: a model comparison approach Decision Science, 32(4), 699-719 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 54 Cheong, J.H., & Park, M.C (2005) Mobile internet acceptance in Korea Internet Research, 15(2), 125-140 Chiu, Y.B., Lin, C.P., & Tang, L.L (2005) Gender differs: assessing a model of online purchase intentions in e-tail service International Journal of Service Industry Management, 16(5), 416-435 Chong, A.Y.L., Ooi, K.B., Lin, B., & Tan, B.I (2010) Online banking adoption: an empirical analysis International Journal of Bank Marketing, 28(4), 267-287 Comrey, A.L., & Lee, H.B (1992) A First Course in Factor Analysis, 2nd ed., Lawrence Erlbaum Associates, Hillsdale, NJ Coyle-Camp, E M (1994) Savings in the cards Facilities, 12(8), 5-9 Davies, E., & Lea, S.E.G (1995) Student attitudes to student debt Journal of Economic Psychology, 16, 663-679 Davis, F.D (1989) Perceived usefulness, perceived ease of use, and user acceptance of information technology MIS Quarterly, 13(3), 319-340 Delener, N., Katzenstein, H (1994) Credit Card Possession and Other Payment Systems: Use Patterns among Asian and Hispanic Consumers International Journal of Bank Marketing, 12(4), 13-24 Dimov, Y (2011) Role of the banking sector in non-cash payments settlement: case of Cibank Tampere University of Applied Sciences Retrieved from https://publications.theseus.fi/bitstream/handle/10024/38242/Dimov_Yancho.pdf?sequ ence=2 Eagly, A.H., & Chaiken, S (1993) The Psychology of Attitudes, HBJ College Publishers, Orlando, FL Erdem, C (2008) Factors affecting the probability of credit card default and the intention of card use in Turkey International Research Journal of Finance and Economics, 18, 159-171 Euromonitor International (2010) Financial cards and payment – Vietnam Retrieved from http://s.cafef.vn/report/financial-cards-and-payments-vietnam-1156.chn LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 55 Fishbein, M., & Ajzen, I (1975) Belief, attitude, intention, and behavior: An introduction to theory and research Addison-Wesley, Reading, MA Foscht, T., Maloles, C III, Swoboda, B., & Chia, S.L (2010) Debit and credit card usage and satisfaction: who uses which and why – evidence from Austria International Journal of Bank Marketing, 28(2), 150-165 Gan, L.L., Maysami, R.C., & Koh, H.C (2008) Singapore credit cardholders: ownership, usage patterns and perceptions Journal of Services Marketing, 22(4), 267-280 George, D., & Mallery, P (2003) SPSS for Windows step by step: A simple guide and reference, 11.0 update (4th ed.), Boston: Allyn & Bacon Gerrard, P and Cunningham, J B (2003) The diffusion of internet banking among Singapore consumers International Journal of Bank Marketing, 21(1), 16-28 Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E., & Latham, R.L (2006) Multivariate Data Analysis, 6th ed., Prentice-Hall, Upper Saddle River, NJ Hansen, T., Jensen, J.M., & Solgaard, H.S (2004) Predicting online grocery buying intention: a comparison of the theory of reasoned action and the theory of planned behavior International Journal of Information Management, 24, 539-550 Howard, J., & Moore, W (1982) Changes in consumer behavior over the product life cycle Readings in the Management of Innovation, Pitman, Cambridge Jamshidi, D., & Hussin, N (2012) A conceptual framework for adoption of Islamic credit card in Malaysia Kuwait Chapter of the Arabian Journal of Business and Management Review, 2(3), 102-110 Johnson, P.J (2007) Credit card practices of Vietnamese and Laotian newcomers to Canada: A 10 year longitudinal perspective J Fam Econ Iss, 28, 227-246 Joo, S.H, Grable, J.E., & Bagwell, D.C (2003) Credit card attitudes and behaviors of college students College student journal, 37(3), 405-419 Kaiser, H F (1958) The Varimax Criterion for Analytic Rotation in Factor Analysis Psychometrica, 23, 187-200 Kamleitner, B., & Erki, B (2013) Payment method and perceptions of ownership Marketing letters, 24(1), 57-69 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 56 Kaynak, E., & Harcar, T (2001) Consumer’s attitudes and intentions towards credit card usage in an advanced developing country Journal of Financial Services Marketing, 6(1), 24-39 Kaynak, E., Kucukemiroglu, O., & Ozmen, A (1995) Correlates of credit card acceptance and usage in an advanced developing Middle Eastern country Journal of services marketing, 9(4), 52-63 Khalid, J., Butt, H.S., Murtazza, M., & Khizar, U (2013) Perceived barriers in the adoption & usage of credit cards in Pakistan banking industry International Review of Management and Business Research, 2(1), 104-116 Khare, A., Khare, A., & Singh, S (2012) Factors affecting credit card use in India Asia Pacific Journal of Marketing and Logistics, 24(2), 236-256 KPMG (2009) Card payments in Asia Pacific – The state of the nations Retrieved from https://www.kpmg.com/CN/en/ /card-payments-aspac-0906.pdf Le, D A., & Lim, C S (2008) The development of e-payments and challenges in Vietnam The development of e-payments and challenges for central banks in the seacen countries Kuala Lumpur: The South East Asian Central Banks (SEACEN) Lewis, W., Agarwal, R., & Sambamurthy, V (2003) Sources of influence on beliefs about information technology use: an empirical study of knowledge workers MIS Quarterly, 27(4), 657-678 Liao, Z., & Shi, X (2009) Consumer perceptions of internet-based e-retailing: an empirical research in Hong Kong Journal of Services Marketing, 23(1), 24-30 Lichtenstein, S., & Williamson, K (2006) Understanding consumer adoption of internet banking: An interpretive study in the Australian banking context Journal of Electronic Commerce Research, 7(2), 50-66 Limbu, Y.B., Huhmann, B.A., & Xu, B (2012) Are college students at greater risk of credit card abuse? Age, gender, materialism and parental influence on consumer response to credit cards Journal of Financial Services Marketing, 17(2), 148-162 Lin, C.N, & Nguyen, C.H (2011) Exploring e-payment adoption in Vietnam and Taiwan The Journal of Computer Information System, 51(4), 41-52 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 57 Lin, W., Wang, Y., Yang, F., & Sekarini, N S (2013) The effect of credit card on the compulsive buying behavior intention Journal of Accounting, Finance & Management Strategy, 8(2), 45-74 Luarn, P., & Lin, H.H (2005) Towards an understanding of the behavioral intention to use mobile banking Computers in Human Behavior, 21(6), 873-891 Mansor, N., & Che-Mat, A (2009) Islamic credit card: are demographic factors a good indicator Asian Social Science, 5(12), 17-26 Mathieson, K., Peacock, E., & Chin, W.W (2001) Extending the technology acceptance model: the influence of perceived user resources DATABASE for Advance in Information System, 32(3), 86-112 Nasri, W (2011) Factors influencing the adoption of internet banking in Tunisia International Journal of Business and Management, 6(8), 143-160 Nielson Finance IPG (2011) Vietnam landscape and finance trends Retrieved from http://www.nielsen.com/content/dam/corporate/t3/vietnam/reports/Nielsen_PFMPrese ntation_June2011.pdf Nga, J.K.H., Yong, L.H.L., & Sellappan, R (2011) The influence of image consciousness, materialism and compulsive spending on credit card usage intentions among youth Young consumers, 12(3), 243-253 Oxford Dictionary (n.d) Definition of materialism in English Retrieved form http://www.oxforddictionaries.com/definition/english/materialism Őzkan, S O., Bindusara, G., & Hackney, R (2010) Facilitating the adoption of e-payment systems: theoretical constructs and empirical analysis Journal of Enterprise Information Management, 23(3), 305-325 Pallant, J (2011) SPSS survival manual A step by step guide to data analysis using SPSS, 4th ed., Australlia: Allen & Unwin Park, H.J., & Burns, L.D (2005) Fashion orientation, credit card use, and compulsive buying Journal of Consumer Marketing, 22(3), 135-141 Pattarin, F., & Cosma, S (2012) Psychological determinants of consumer credit: The role of attitudes Review of Behavioral Finance, 4(2), 113-129 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 58 Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S (2004) Consumer acceptance of online banking: an extension of the technology acceptance model Internet Research, 14(3), 224-235 Proquest (2013, Feb 08) Debit, credit card usage boosts global growth M2 EquityBites Retrieved from http://search.proquest.com/docview/1285160654?accountid=39958 Ramayah, T., Jantan, M., Noor, M.N.M., & Ling, K.P (2003) Receptiveness internet banking by Malaysian consumers Asian Academy of Management Journal, 8(2), 1-29 Ramayah, T., & Mohd-Suki, N (2006) Intention to use mobile PC among MBA students: implications for technology integration in the learning curriculum UNITAR e-Journal, 1(2), 1-10 Rau, A (2013) E-Payments in Emerging Markets Journal of Payments Strategy and Systems, 7(4) Retrieved from http://www.henrystewartpublications.com/jpss Richins, M (2004) The Material Values Scale: Measurement Properties and Development of a Short Form Journal of Consumer Research, 31, 209-219 Richins, M., & Dawson, S (1992) A Consumer Values Orientation for Materialism and Its Measurement: Scale Development and Validation Journal of Consumer Research, 19, 303-316 Sathye, M (1999) Adoption of internet banking by Australian consumers: an empirical investigation International Journal of Bank Marketing, 17(7), 324-334 Sharpe, D.L., Yao, R., & Liao, L (2012) Correlates of credit card adoption in urban China J Fam Econ Iss, 33, 156-166 Singh, A.M (2004) Trends in South African internet banking Aslib Proceedings: New Information Perspectives, 56(3), 187-196 Sripalawat, J., Thongmak, M., & Ngramyarn, A (2011) M-banking in metropolitan Bangkok and a comparison with other countries The Journal of Computer Information Systems, 51(3), 67-76 State bank of Vietnam (2014a) Credit institution system Retrieved from http://www.sbv.gov.vn/portal/faces/en/enm/enpages_home/creditinstitutionssys/crediti nstitutions?_adf.ctrl-state=1daj6dvp2z_4&_afrLoop=3566065827126500 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 59 State bank of Vietnam (2014b) Number of bank cards Retrieved from http://www.sbv.gov.vn/portal/faces/en/enm/enpages_home/statistic/paymentstatistic/n umbankcard?_afrWindowId=null&_afrLoop=134082493634400&_afrWindowMode= 0&_adf.ctrlstate=12ztl826rj_4#%40%3F_afrWindowId%3Dnull%26_afrLoop%3D134082493634 400%26_afrWindowMode%3D0%26_adf.ctrl-state%3Di8ib85xf6_4 State bank of Vietnam (2014c) Personal current account as of the end of Quarter IV/2013 Retrieved from http://www.sbv.gov.vn/portal/faces/en/enm/enpages_home/statistic/paymentstatistic/ac cindividual?_adf.ctrl-state=1bucak9f9k_4&_afrLoop=7099960338480500 Sumanjeet (2009) Emergence of payment systems in the age of electronic commerce: the state of art Asia Pacific Journal of Finance and Banking Research, 3(3), 18-40 Tabachnick, B G., & Fidell, L S (2001) Using Multivariate Statistics Boston: Pearson Education Taherdoost, H., Masrom, M., & Ismail, Z (2009) Adoption model to assess the user acceptance of smart card technology Journal of US-China Public Administration, 6(3), 47-58 Taib, F M., Ramayah, T., & Razak, D A (2008) Factors influencing intention to use diminishing partnership home financing International Journal of Islamic and Middle Eastern Finance and Management, 1, 235-248 Teoh, W M., Chong, S., & Yong, S M (2013) Exploring the factors influencing credit card spending behavior among Malaysians International Journal of Bank Marketing, 31(6), 481-500 Thakur, R., & Srivastava, M (2014) Adoption readiness, personal innovativeness, perceived risk and usage intention across customer groups for mobile payment services in India Internet Research, 24(3), 369-392 Tuoitrenews (2012) Vietnam’s population to reach 90 mln in 2013 Retrieved from http://tuoitrenews.vn/international/5672/vietnam%E2%80%99s-population-to-reach90-mln-in-2013 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 60 VCCInews (2014) Vietnam credit card market forecast to boom soon Retrieved from http://vccinews.com/news_detail.asp?news_id=3729 Venkatesh, V., & Davis, F.D (2000) A theoretical extension of the technology acceptance model: four longitudinal field studies Management Science, 46(2), 186-204 Venkatesh, V., Morris, G B, & Davis, F D (2003) User acceptance of information technology: Towards a unified view MIS Quarterly, 27(3), 425-478 VietnamNews (2014) New decree targets reduction of cash payments Retrieved from http://vietnamnews.vn/economy/250238/new-decree-targets-reduction-of-cashpayments.html Wang, Y.S., Wang, Y.M., Lin, H.H., & Tang, T.I (2003) Determinants of user acceptance of internet banking: an empirical study International Journal of Service Industry Management, 14(5), 501-519 Watkins, J.P (2000) The corporate power and the evolution of consumer credit Journal of Economic Issues, 34(4), 909-933 White, L., & Yanamandram, V (2004) Why customers stay: reasons and consequences of inertia in financial services Managing Service Quality, 14(2/3), 183-194 World Trade Organization (2007) Viet Nam joins WTO with Director-General’s tribute for true grit Retrieved from http://www.wto.org/english/news_e/news07_e/acc_vietnam_11jan07_e.htm Yu, C (2012) Factors affecting individuals to adopt mobile banking: empirical evidence from the UTAUT model Journal of Electronic Commerce Research, 13(2), 104-121 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com APPENDICES Appendix A: Questionnaire (English - Vietnamese version) A SURVEY ON CREDIT CARD USAGE INTENTION I am a Master student from The University of Economics HCMC now undertaking a survey on factors affecting Vietnamese customer intention to use credit card I would like to have your cooperation in answering the following questions The information collected will only be used for research purposes All collected information will be treated with strict confidentiality Please circle the answer that you think best describes your perceptions and attitude Part I: Screening Have you got any credit cards currently? (1) Yes (2) No Strongly Disagree Disagree Neutral Agree Strongl y Agree 5 5 I like a lot of luxury in my life My life would be better if I owned certain things I don't have I’d be happier if I could afford to buy more things It sometimes bothers me quite a bit that I can’t afford 10 to buy all the things I’d like Part 3: Attitude towards credit card It is a good idea to have something now and pay for it 11 later 12 Having credit card is a good idea 5 5 5 13 I have positive perception on credit card 14 Credit card is beneficial 15 Using Credit card is wise 16 I like borrowing money 5 5 Part 2: Materialism I admire people who own expensive homes, cars, and clothes The things I own say a lot about how well I’m doing in life I like to own things that impress people I try to keep my life simple, as far as possessions are concerned Buying things gives me a lot of pleasure Part 4: Perceived financial cost The total fee of using credit card is higher than using 17 other methods of payment The credit card issuers charge me lot of money in case 18 of late making monthly payment 19 Credit card monthly installment is cost burden to me LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Part 5: Social Influence People who are important to me think that I should use 20 credit cards People who are familiar with me think that I should 21 use credit cards People who influence my behavior think that I should 22 use credit cards 23 Most people surrounding with me use credit cards People whose opinion I value think I should use credit 24 cards Part 6: Perceived Credibility I believe my information is kept confidential when 25 using credit cards I believe my transactions are secured when using 26 credit cards I believe my privacy would not be divulged when 27 using credit cards 28 I believe the banking environment is safe Part 7: Amount of information about credit card I have generally received enough basic information 29 about credit cards I received enough information about the promotion of 30 credit cards I obtained information on credit cards via the bank and 31 its management Part 8: Intention to use credit card 5 5 5 5 5 5 32 My general intention to use a credit card is very high 33 I will think about using a credit card 34 I will use a credit card in the future Part 9: Demographics information 35 36 37 38 39 What is your gender? What is your age? What is your marital status? What is your highest level of education completed? What is your monthly income? (1) Male (2) Female (1) 18 - 29 (2) 30-39 (3) (4) (1) 40 - 49 50 and above Single (2) Married (3) Separated (1) Highschool (2) University/College (3) Advanced Degree (1) Below 4.5m VND (2) From 4.5m VND to below 7.5m VND (3) From 7.5m VND to below 15m VND (4) 15m VND and above LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com KHẢO SÁT VỀ Ý ĐỊNH SỬ DỤNG THẺ TÍN DỤNG Tôi học viên cao học Trường Đại học Kinh tế TPHCM thực nghiên cứu yếu tố ảnh hưởng đến ý định sử dụng thẻ tín dụng khách hàng Việt Nam Rất mong nhận cộng tác Anh/Chị việc trả lời câu hỏi khảo sát bên Mọi thông tin thu thập nhằm mục đích phục vụ nghiên cứu tuân thủ nguyên tắc bảo mật cá nhân Vui lòng khoanh tròn lựa chọn mà Anh/Chị cho với để trả lời bảng khảo sát Chân thành cám ơn! Bạn có sử dụng thẻ tín dụng khơng? Tơi thán phục/ngưỡng mộ người sở hữu nhà/xe/trang phục… đắt tiền Những vật phẩm sở hữu thể thành công sống (ở chừng mực đó) Tơi thích sở hữu vật phẩm gây ấn tượng với người khác Tôi nỗ lực làm cho sống tốt thơng qua việc sở hữu tài sản Mua sắm làm cảm thấy hứng thú Tơi thích sống với vật phẩm giá trị, xa hoa Cuộc sống tốt tơi sở hữu thứ mà tơi khơng có Tơi cảm thấy hạnh phúc mua sắm nhiều vật phẩm (1) Có (2) Rất khơng đồng ý Khơng Khơng đồng ý Trung lập Đồng ý Rất đồng ý 5 5 5 5 10 Thỉnh thoảng tơi cảm thấy khó chịu/bứt rứt khơng đủ khả tài để đồ tơi thích 11 "Mua trước, toán sau" ý tưởng hay 12 Sở hữu thẻ tín dụng ý kiến hay Nói chung Tơi có nhận thức/ấn tượng tốt thẻ tín dụng Thẻ tín dụng tiện lợi 5 Sử dụng thẻ tín dụng người tiêu dùng thơng thái Tơi thích vay/mượn tiền để trang trải nhu cầu trước mắt 5 5 5 13 14 15 16 17 18 19 20 21 Tổng chi phí để sử dụng thẻ tín dụng cao so với chi phí sử dụng phương thức tốn khác Các đơn vị phát hành thẻ tín dụng tính phí phạt cao người sử dụng toán số dư hàng tháng khơng hạn Việc tốn số dư thẻ tín dụng hàng tháng gánh nặng tài tơi Những người quan trọng tơi nghĩ tơi nên dùng thẻ tín dụng Những người thân thiết nghĩ nên dùng thẻ tín dụng LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 33 Những người có ảnh hưởng đến định nghĩ nên dùng thẻ tín dụng Nhiều người xung quanh tơi sử dụng thẻ tín dụng Những người mà tơi đánh giá cao ý kiến họ nghĩ nên dùng thẻ tín dụng Tơi tin sử dụng thẻ tín dụng thơng tin tơi giữ bí mật Tơi tin giao dịch tơi qua thẻ tín dụng bảo đảm an tồn Tơi tin sử dụng thẻ tín dụng tính riêng tư cá nhân tơi khơng bị xâm phạm Tôi tin giao dịch ngân hàng an tồn Nói chung tơi có đủ thơng tin thẻ tín dụng (tính năng, tiện ích, điều kiện mở thẻ, điều khoản sử dụng thẻ…) Tôi nhận đầy đủ thông tin chương trình khuyến thẻ tín dụng Tơi nhận thơng tin thẻ tín dụng từ ngân hàng cán giao dịch Nói chung ý định sử dụng thẻ tín dụng tơi chắn Tôi suy nghĩ việc sử dụng thẻ tín dụng 34 Trong tương lai Tơi dùng thẻ tín dụng 22 23 24 25 26 27 28 29 30 31 32 5 5 5 5 5 5 Thông tin cá nhân người trả lời khảo sát: 35 Giới tính 36 Tuổi 37 38 39 Tình trạng nhân Trình độ học vấn cao Thu nhập hàng tháng anh/chị (1) Nam (2) Nữ (1) 18 - 29 (2) 30-39 (3) 40 - 49 (4) Từ 50 trở lên (1) Độc thân (2) Đã kết hôn (3) Đã ly hôn (1) THPT (2) Cao đẳng/Đại học (3) Sau Đại học (1) Dưới 4,5 triệu đồng (2) Từ 4,5 triệu đồng đến 7,5 triệu đồng (3) Từ 7,5 triệu đồng đến 15 triệu đồng (4) Từ 15 triệu đồng trở lên LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Appendix B: KMO and Bartlett’s Test Table B1: KMO and Bartlett’s Test for independent variables Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square df Sig 0.883 5048.627 435 0.000 Table B2: KMO and Bartlett’s Test for dependent variables Kaiser-Meyer-Olkin Measure of Sampling Adequacy 0.700 Bartlett's Test of Sphericity Approx Chi-Square df Sig 388.479 000 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Appendix C: Testing multiple regression assumptions Figure C1: Histogram of standardize residual Figure C2: Normal P-P plot of standardize residual LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Figure C3: Scatterplot Case Number Std Residual INTENTION Predicted Value Residual 4.209 15.00 15 -3.371 6.00 210 -3.003 7.00 a Dependent Variable: INTENTION 8.7606 6.23940 10.9978 -4.99784 11.4519 -4.45193 Table C1: Casewise Diagnostics LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ... customer’s intention to use credit card 14 2.6 Perceived credibility and customer’s intention to use credit card 15 2.7 Information about credit card and customer’s intention to use credit card. .. (TPB) 2.2 Customer’s intention to use credit card 10 2.3 Attitude and customer’s intention to use credit card 12 2.4 Perceived financial cost and customer’s intention to use credit card 13 2.5... credit card, and materialism statistically affect customer’s intention to use credit card? Question 2: If yes, to what extent how these factors affect customer’s intention to use credit card?