73 13 LV T 11 3 D H KT Q D NANG CAO CHAI LUONG D1CH VC CHUYEN Tl^N QCOC TE THANH TOAN HANG NHAP KHAU TAI NGAN HANG NONG NGHlfcP VA THAT TRIEN NONG THON VltT NAM CHI NHANH THANH TRI S , AZ AZ A TRUONG[.]
7313 LV T113 DHKTQD NANG CAO CHAI LUONG D1CH VC CHUYEN Tl^N QCOC TE THANH TOAN HANG NHAP KHAU TAI NGAN HANG NONG NGHlfcP VA THAT TRIEN NONG THON VltT NAM CHI NHANH THANH TRI AZ S , A AZ TRUONG DAI HOC KINH TE QUOC DAN DAI HOC KTQD TT THONG TIN THW VIEN PHONG LUAN AN-Tti LIEU A X NGUYEN NGOC THUY A AZ a’ , AV AZ AZ NANG CAO CHAT LUONG DICH VU CHUYEN TIEN QUOC TE THANH TOAN HANG NHAP KHAU tai ngan hang NONG NGHIEP VA PHAT TRIEN NONG THON VIET NAM CHI NHANH THANH TRI Chuyen nganh: Quan tri kinh doanh thu'O'ng mai LUAN VAN THAC SY QUAN TRI KINH DOANH Ngu’d’i huang d£n khoa hoc : PGS.TS.NGUyEn ANH TuAn HA NOI, NAM 2012 LOI CAM DOAN Em ten la: Nguyen Ngoc Thuy La hoc vien cao hoc Khoa 19, chuyen nganh Quan tri kinh doanh thuong mai, Truong dai hoc Kinh te quoc dan Em xin cam doan de tai “Nang cao chat lirorng dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang Nong nghiep va Phat trien Nong thon Viet Nam chi nhanh Thanh Tri'’ la cong trinh nghien cuu doc lap cua rieng em Cac so lieu su dung luan van la thuc te va trung thuc Ket qua nghien cuu chua duqc cong bo bat ky cong trinh nghien cuu nao Em xin chiu trach nhiem ve nghien cuu cua minh Ha Noi, o2> thang & nam 2012 Nguoi viet: Nguyen Ngoc Thuy LO’I CAM ON Trude het, em xin chan cam on cac Thay, Co Vien dao tao sau dai hoc va Vien Thuong mai va Kinh te quoc te, Truong dai hoc kinh te quoc dan da tan tinh hudng dan va truyen dat kien thuc giup em hoan khoa hoc va nghien cuu luan van Em xin chan cam on Thay giao PGS.TS Nguyen Anh Tuan da tan tinh hudng dan, chi bao va giup dd em qua trinh thuc hien luan van Em ciing xin cam on cac khach hang, ban be va gia dinh da dong gop y kien, hop tac, ho tro em nghien cuu, khao sat thu thap so lieu de hoan luan van Em chan cam on Ha Noi, thang nam 2012 Nguoi viet: ffiuiXJ Nguyen Ngoc Th uy DANH MUC CAC CHU* VIET TAT I Tieng Viet: TT C/nT viet tat Nglua day dii Ngan hang No&PTNT Thanh Tri Ngan hang Nong nghiep va Phat trien Nong thon Viet Nam chi nhanh Thanh Tri No&PTNT Nong nghiep va Phat trien Nong thon X Chi ten mot ngan hang thuong mai bat ky dang dtroc noi den II Tieng Anli: TT Chic viet tat Day du tieng Anh Ngliia day dii Agribank Vietnam bank for Ngan hang Nong nghiep va Phat Agriculture and Rural trien Nong thon Viet Nam Development CNY Chinese Yuan Dong Nhan dan te cua Trung Quoc GBP Great Bristish Pound Dong Bang Anh EUR Euro Dong tien chung Chau Au IPCAS Intra-bank Payment and He thong toan noi bo va ke Customer Accounting toan khach hang (cua Ngan hang Intra-bank Payment and Nong nghiep va Phat trien Nong System thon Viet Nam) JPY Japanese Yen Dong Yen Nhat LAK Laos Kip Dong Kip Lao KHR Campuchia Riel Dong Riel Campuchia RATER Reliability-Assurance- Mo hinh yeu to: “Do tin cay- Str Tangibility-Empathy- dam bao-Tinh huu hinh- Str than Responsiveness cam-Trach nhiem’’ 10 SERQUAL Service Quality Chat lupng dich vu TT CIhT viet tat Day dii tieng Anh Ng/iia day dll 11 SPSS for Phan mem thong ke cho khoa hoc the Social Sciences xa hoi 12 SWIFT Society for Worldwide Hiep hoi vien thong lien ngan Interbank and Financial hang va cac to chuc tai chi'nh Telecommunication quoc te 13 T/T Telegraphic Transfer Chuyen tien bang dien 14 USD Untted States Dollar Do la My DANH MUC BANG, BIEU AT hie it Ten bang, hiett Trang Bang 2.1 Tinh liinh buy dong von cua Ngan hang No&PTNT Thanh Tri 38 Bang 2.2 Tinh hinh cho vay cua Ngan hang No&PTNT Thanh Tri 40 Bang 2.3 Ket qua tai chinh cua Ngan hang No&PTNT Thanh Tri 42 Bang 2.4 Doanh so toan quoc te cua Ngan hang No&PTNT Thanh Tri 50 Bang 2.5 Doanh so toan hang nhap khau cua Ngan hang No&PTNT Thanh Tri 52 Bang 2.6 Ty cac plurong tlu'rc toan hang nhap khau cua Ngan hang No&PTNT Thanh Tri 54 Bang 2.7 Tieu chi tao chat lircrng dich vu chuyen tien quoc te toan hang nhap khau (t£r den 22) va mire hai long chung cua khach hang (ter 23 den 25) 58 Bang 2.8 Vi tri quan cua cac yen to tao nen chat lupng dich vu chuyen tien quoc te loan hang nhap khau 62 DANH MUC SO DO Ky hie it Ten so' (to Trang So‘ 2.1 Co' can to chirc cua Ngan hang No&PTNT Thanh Tri 37 MUC LUC • • Danh muc cac chti viet tat Danh muc bang, bieu, so Tom tat Let qua nghien cuu cua luan van i-xi LOI MO DAU Cliuong Nhfrng van de co- ban ve chat luong dich vu chuyen tien quoc te toan hang nliap khau tai ngan hang thuong mai 11 1.1 Khai quat chung ve dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang Thuong mai 11 1.1.1 Khai niem dich vu chuyen tien quoc te toan hang nliap khau 11 1.1.2 Cac quy dinh pliap ly sir dung, cung cap dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang tlnrong mai 14 1.1.3 Doi tuong khach hang cua dich vu chuyen tien quoc te toan hang nhap khau 17 1.1.4 Quy trinh nghiep vu chuyen tien quoc te toan hang nhap khau 18 1.1.5 Vai tro cua dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang thuong mai 20 1.2 IChai niem va cac chi tieu phan anh chat luong dich vu chuyen tien quoc te toan hang nhap khau cua ngan hang thuong mai 22 1.2.1 Khai niem chat liiQiig dich vu chuyen tien quoc te toan hang nhap khau cua ngan hang thuong mai 22 1.2.2 Cac chi tieu phan anh chat lirong dich vu chuyen tien quoc te toan hang nhap khau cua ngan hang thuong mai 25 1.2.3 Su can thiet cua nang cao chat luong dich vu chuyen tien quoc te toan hang nliap khau cua ngan hang thuong mai 29 1.3 Cac nhan to anh Huong den chat luong dich vu chuyen tien quoc te toan hang nliap khau cua ngan hang thuong mai 30 1.3.1 Nhan to nang luc cua lire luong true tiep tiep xiic vdi khach hang va true tiep tao dich vu 30 1.3.2 Nhan to co so vat chat cua co so tao dich vu 1.3.3 Nhan to moi trirang vT mo 32 1.3.4 Nhan to khach hang 33 Cliuong Thue trang chat luong dich vu chuyen tien quoc te toan hang nliap khau tai Ngan hang No&PTNT Thanh Tri 36 2.1 Cac dac diem cua Ngan hang No.&PTNT Thanh Tri cung cap dich vu chuyen tien quoc te toan hang nhap khau 36 2.1.1 Khai quat chung ve Ngan hang No&PTNT ThanhTri 36 2.1.2 Dac diem cua dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri .43 2.1.3 Quy trinh thuc hien nghiep vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri 44 2.1.4 Ket qua kinh doanh dich vu chuyen tien quoc te toan hang nhap khau cua Ngan hang No&PTNT Thanh Tri 50 2.2 Thuc trang chat luong dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri 55 2.2.1 Phan tich dinh tinh 55 2.2.2 Phan tich dinh lirqng 56 2.3 Danh gia chat luong dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri .65 2.3.1 Nlnrng ket qua dat dirge 65 2.3.2 Nhirng ton tai 67 2.3.3 Nguyen nhan cua nhirng ton tai 69 Clnrong Phuong huong va giai phap nang cao chat luong dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri 75 3.1 Dinh huong nang cao chat ltrong dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri 75 / > r r 3.1.1 Dinh huong phat trien dich vu chuyen tien quoc te toan hang nhap khau 75 3.1.1 Dinh huong khach hang 78 3.1.2 Djnh huong van hoa va tao sy khac biet ve chat luong 79 3.2 Giai phap nang cao chat luong dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri 80 3.2.1 Kien toan to chirc, nang cao nang luc cua can bo ngan hang 80 3.2.2 Hoan thien cong nghe hien dai, ccr so vat chat, kha nang khoan va quy trinh thu tuc toan cua ngan hang Ngan hang No&PTNT Thanh Tri 84 3.2.3 Hoan thien chinh sach khach hang 87 3.2.4 Thuc hien phan tich thi trirang va tiep thi khach hang 91 3.3 Mot so kien nghi tao dieu kien nang cao chat luong dich vu chuyen tien quoc te thanhtoan hang nhap khau tai Ngan hang No&PTNT Thanh Tri 93 3.3.1 Kien nghi doi voi cac co quan quan ly Nha nirdc — 93 3.3.2 Kien nghi voi Ngan hang No&PTNT Viet Nam 95 3.3.3 Kien nghi voi khach hang 100 KET LUAN L 102 DANH MIJC TAI LIEU THAM KHAO a-b PHU LUC I-XXX11 TRUONG DAI HOC KINH TE QUOC DAN NGUYEN NGOC THUY NANG CAO CHAT LUONG DICH VU CHUYEN TIEN QUOC TE THANH TOAN HANG NHAP KHAU TAI NGAN HANG NONG NGHIEP VA PHAT TRIEN NONG THON VIET NAM CHI NHANH THANH TRI Chuyen nganh: Quan tri kinh doanh Thuong mai TOM TAT LUAN VAN TIIAC SY ã ô HANOI, NAM 2012 XVII ASS 15, ASS 16 va ASS 17): Phan tich theo he so Cronbach’s Alpha tren SPSS, duoc ket qua nhu sau: Bang 5.5 Ket qua danh gia tin cay cua thang “Nang luc phuc vu cua ngan hang” Thong ke tin cay (Reliability Statistics) He so Cronbach's Alpha So lirang cac chi bao (N of Items) 0,872 ASS14 ASS15 ASS16 ASS17 Thong ke cac bien (Item Statistics) Trung binh (Mean) Std Deviation Mau (N) 4,09 0,820 120 0,858 120 4,11 4,08 0,836 120 4,16 0,778 120 Thong ke bien tong (Item-Total Statistics) ASS14 ASS15 ASS16 ASS17 Trung binh thang Phirong sai thang He so tuong He so Cronbach’s neu loai bien neu loai bien quan bien tong Alpha loai bien (Scale Mean if (Scale Variance if (Corrected Item- (Cronbach's Alpha if Item Deleted) Item Deleted) Total Correlation) Item Deleted) 12,35 12,33 12,36 12,28 4,582 4,258 4,417 5,146 0,738 0,805 0,777 0,594 0,832 0,804 0,816 0,886 (Nguon: Theo phan tich dir lieu khao sat cua ngirdi viet bang phan mem SPSS) Toan bo man bao gom 120 doi tirang deu tham gia vao qua trinh phan lich Trong bieu Reliability Statistics cho thay he so Cronbach's Alpha = 0.872 (> 0.6) cho phep khang dinh muc nhat quan ben giua 04 chi bao cua thang “Nang lire phuc vu cua Ngan hang” He so tuong quan bien tong (Corrected Item-Total Correlation) cho thay sir tuong quan (phii hop) giua moi chi bao voi toan bo cac chi bao lai dal dieu kien > 0,3 Trir item ASS 17, loai bo bat ky chi bao nao (ASS 15, ASS 16, ASS 17) XVIII thang deu giam tin cay cua thang dieu duoc bieu thi d cot Cronbach’s Alpha if item Deleted Rieng voi item ASS 17 chi bao co l ie so tuong quan bien tdng la 0,594 (khong thuc sir Ion), loai bo chi bao thi he so Cronbach’s Alpha se tang tu 0,872 len 0,886 (xem cot Cronbach’s Alpha if item Deleted), vi vay bd chi bao ASS 17 thang va chac chan do tin cay noi tai (Cronbach’s Alpha) se la 0,886 + Phan tich tinh nhat quan noi tai doi vdi thang “SU’ DONG CAM CUA NGAN HANG VOI DOANH NGHIEP” (EMPATHY) (dupc luong boi cac chi bao (items) EMP18, EMP19, EMP20, EMP21 va EMP22): Phan tich theo he so Cronbach’s Alpha tren SPSS, dupe ket qua nhu sau: Bang 5.6 Ket qua danh gia tin cay cua thang “Sir dong cam cua ngan hang vdi doanh nghiep” Thong ke tin efty (Reliability Statistics) He so Cronbach’s Alpha So lupng cac chi bao (N of Items) 0,830 EMP18 EMP19 EMP20 EMP21 EMP22 Thong ke cac bien (Item Statistics) Trung binh (Mean) Std Deviation 4,23 0,817 4,14 0,901 3,83 1,066 3,87 0,943 4,14 0,901 Mau (N) 120 120 120 120 120 XIX EMP18 EMP19 EMP20 EMP21 EMP22 Thong ke bien tong (Item-Total Statistics) Trung binh Phuong sai He so tuong quan He so Cronbach’s thang neu thang neu bien tong Alpha loai bien loai bien loai bien (Corrected Item- (Cronbach’s Alpha (Scale Mean if (Scale Variance Total Correlation) if Item Deleted) Item Deleted) if Item Deleted) 15,97 9,167 0,610 0,802 16,07 8,634 0,644 0,792 8,104 16,38 0,595 0,810 16.34 8,378 0,657 0,788 16.07 8,601 0.652 0.790 (Nguon: Theo phan tich du lieu khao sat cua nguoi viet bang phan mem SPSS) Mau cung bao gom 120 doi tuong Trong bieu Reliability Statistics cho thay he so Cronbach’s Alpha = 0,830 (> 0,6) cho phep khang dinh muc nhat quan ben giua 05 chi bao cua thang “Su dong cam cua ngan hang voi doanh nghiep” He so tuong quan bien tong (Corrected Item-Total Correlation) cho thay str tuong quan (phu hop) giua moi muc voi toan bo cac muc lai, dat dieu kien > 0,3, loai bo bat ky chi bao nao 05 muc deu giam tin cay cua thang do, dieu duoc bieu thi o cot Cronbach’s Alpha if item Deleted + Phan tich tinh nhat quan noi tai doi vdi thang “MUC DO HAI LONG CHUNG CUA DOANH NGHIEP Vdi NGAN HANG” (SATIFY) (duoc luong boi cac chi bao (items) SAT23, SAT24, SAT25): Phan tich theo he so Cronbach’s Alpha tren SPSS, duoc ket qua nhu sau: Ban» 5,7 Ket qua danh gia tin cay cua thang “nine hai long chung ciia doanh nghiep voi ngan hang” Thong ke eld tin cay (Reliability Statistics) He sd Cronbach’s Alpha So luong cac chi bao (N of Items) 0,632 XIX EMP18 EMP19 EMP20 EMP21 EMP22 Thong ke bien tong (Item-Total Statistics) Trung binh Phuong sai He so tuong quan He so Cronbach’s thang neu Alpha loai bien thang neu bien tong loai bien loai bien (Corrected Item- (Cronbach's Alpha (Scale Mean if (Scale Variance Total Correlation) if Item Deleted) Item Deleted) if Item Deleted) 15,97 9,167 0,610 0,802 16,07 0,644 8,634 0,792 16,38 8,104 0,595 0,810 16,34 8,378 0,788 0,657 16,07 8,601 0,652 0,790 (Nguon: Theo phan tich dir lieu khao sat cua nguoi viet bang phan mem SPSS) Mau cung bao gom 120 doi tirgng Trong bieu Reliability Statistics cho thay he so Cronbach’s Alpha = 0,830 (> 0,6) cho phep khang dinh mire nhat quan ben giua 05 chi bao cua thang “Su dong cam cua ngan hang voi doanh nghiep” He so tuong quan bien tong (Corrected Item-Total Correlation) cho thay su tuong quan (phu hop) giua moi muc vdi toan bo cac muc lai, dat dieu kien > 0,3, loai bo bat ky chi bao nao 05 muc deu giam tin cay cua thang do, dieu duoc bieu thi d cot Cronbach’s Alpha if item Deleted ‘ + Phan tich tinh nhat quan noi tai doi vdi thang “MLTC DO HAI LONG CHUNG CUA DOANH NGHIEP VOI NGAN HANG” (SATIFY) (dirge ltrong boi cac chi bao (items) SAT23, SAT24, SAT25): Phan tich theo he so Cronbach’s Alpha tren SPSS, duoc ket qua nhu sau: Bang 5.7 Ket qua danh gia tin cay cua Thong ke tin cay (Reliability Statistics) He so Cronbach's Alpha So lirang cac chi bao (N of Items) 0,632 XXI Tom lai, ket qua phan tich danh gia tin cay cua thang da loai 02 chi bao la TAN01 va ASS 17 khdi bo thang do/bien doc lap va chi bao SAT25 khdi bo thang bien phu thuoc (2) PHAN TICH NHAN TO KHAM PHA (EFA): Thuc hien phan tich nhan to kham pha EFA doi vdi 20 chi bao ciia 05 thang doc lap tong so 22 chi bao da cd (loai 02 chi bao: TAN01 va ASS 17) de thu gon dtr lieu dong thdi xac dinh nhan to ca ban chat luang dich vu chuyen tien quoc te toan hang nhap khau tai Ngan hang No&PTNT Thanh Tri Khi phan tich nhan to kham pha, cac nha nghien cuu thuang quan tam den mot so tieu chuan: he so KMO > 0,5, mi'rc y nglria cua kiem dinh Bartlett < 0.05, he so tai nhan to (factor loading) theo mau, d day mau quan sat la n=120 thi he so tai nhan to > 0,5, Eigenvalue > va tong phuong sai trich > 60% De tai sir dung phuang phap rut trich Principle Component Analysis vdi phep xoay Varimax trich cac yeu to cd Eigenvalue > 1, nham rut gon cac nhan to chii yeu cd y nghTa doanh nghiep lira chon dich vu chuyen tien quoc te toan hang nhap khau cua ngan hang No&PTNT Thanh Tri + Kiem dinh BARTLETT va ludng sir thich hap cua dir lieu (MSA): - Kiem dinh tinh thich hop ciia EFA: Ket qua phan tich tren phan mem SPSS cho thay KMO = 0,904 > 0,5 thoa man dieu kien: 0,5 0,5, nhu vay kiem dinh Spearman cho biet phuong sai so du khong thay doi, dat dieu kien irng dung phan tich hoi quy boi (phuong sai cua cac sai so la hang so) + THAO LUAN KET QUA HOI QUY BOI: (1) HE SO HOI QUY CHUA CHUAN HOA B: Bien FACTOR1: co he so 0,624, quan he cung chieu vdi bien SAT Khi doanh nghiep danh gia cac yeu to cua FACTOR (“Tin cay - Nang lire phuc vu - Dong cam") tang them diem thi sir hai long ciia ho tang them 0.624 diem Bien FACTOR3: co he so 0,139, quan he cung chieu vdi bien SAT Khi doanh nghiep danh gia cac yeu to cua FACTOR3 (“phirong tien hiru hinh cua Ngan hang”) tang them diem thi sir hai long cua ho tang them 0,139 diem (2) HE SO HOI QUY CHUAN HOA (HE SO BETA): XXX He so xac dinh vi tri anh huong cua cac bien doc lap Cac he so hoi quy 9 9 > chua chuan hoa co the chuyen doi vdi dang phan tram nhu sau: Biing 5.18: Bang vi tri quan ciia cac yeu to tao nen chat luong dich vu chuyen tien quoc te toan hang nliap khau Gia tri tuyet doi Bien doc lap % FACTOR1 0,604 81 FACTOR3 0,142 19 Tong so 0,746 100 (Nguon: Theo phan tich dir lieu khao sat cua ngudi viet bang phan mem SPSS) Trong bang cho biet FACTOR1 dong gop cao hon (81%) lai la FACTOR3 (19%) r Nhu vay, thong qua cac kiem dinh, cd the khang dinh cac yeu to anh hudng 9 / den hai long cua doanh nghiep vdi ngan hang theo thu tir tam quan la FACTOR1 “Tin cay - Nang lire phuc vu - Dong cam” va FACTOR3 “Phuong lien huu hinh” Veyen to “Tin cay-Nang lucphuc vu-Dong cam Tren thang diSm Likert bac, khach hang danh gia cac yeu to tren cd gia tri trung binh khoang tir 3,88 den 4,10 (thang “Tin cay”), tir 4,08 den 4,16 (thang “Nang lire phuc vu”), tir 3,87 den 4,23 (thang “Dong cam”) Nhir vay, da so khach hang doanh nghiep danh gia yeu to “Tin cay-Nang lire phuc vu-Dong cam” cua Ngan hang kha tdt (4/5), khach hang hai long vdi chat luong dich vu, song chua dat mi'rc “hoan toan hai long” Xel ve mire tin cay ciia doanh nghiep vdi ngan hang, khach hang doanh nghiep danh gia ngan hang luon thuc hien dung nhu da cam ket, quan tam giai quyet khach hang co van de, ngan hang thirc hien dich vu chuyen tien quoc te toan hang nhap khau chinh xac tir lan dau, lenh toan di quoc te XXXI chua he co sai sot loi ciia ngan hang, ngan hang thuc hien dich vu dung thdi gian ma ngan hang da hira, ngan hang cung cap du lieu luu trii chinh xac That vay quy trinh thu tuc chuyen tien toan hang nhap khau dupe dam bao, giao dich chinh xac theo yeu cau cua khach hang, co tu van cho khach hang ve dieu kien toan, ty gia, nguon von toan de bao dam quyen lpi cua khach hang, han che rui ro tir khach hang tin tirong vao ngan hang, vao nhan vien Mire phi giao dich ciia ngan hang kha on dinh, cong khai va tuan theo bieu phi ciia Ngan hang No&PTNT Viet Nam cung la yeu to giup khach hang tin tuong ngan hang Ve nang luc phuc vu cua ngan hang, theo khach hang, nhan vien ngan hang cang tao sir tin tuong cho khach hang, doanh nghiep thay an toan sir dung dich vu ciia ngan hang, nhan vien lich su va nha nhan vdi khach hang, nhan vien cd kien thirc chuyen mon de giai dap thac mac cua khach hang Ve su dong cam giua ngan hang vdi doanh nghiep, theo khach hang, ngan hang da quan tam den tung doanh nghiep, hieu dupe nhu cau dac biet ciia doanh nghiep Nang luc phuc vu ciia ngan hang the hien d cho ngoai dich vu cot loi ngan hang cd them nhieu dich vu tien ich cho khach hang (ho tro lap chirng tir tai tro von, md tai khoan bang VND va ngoai te, dich vu the ATM, the tin dung VISA, MASTER ) va cac chuong trinh khuyen mai nhu du thuong mirng xuan, chuyen tien trung qua Ve yen to “Phuong tien huu hinh ciici Ngan hang": Khach hang danh gia phuong tien huu hinh cua Ngan hang d mire vira phai vdi gia tri trung binh cua cac chi so dat tir 3,54 den 4,10 tren thang diem Likert bac day, khach hang danh gia ngan hang cd co sd vat chat khang trang, nhan vien cd trang phuc gon gang, lich sir khach hang coi viec cac tai lieu, chirng tir ciia ngan hang rd rang, dep mat Tuy nhien, yen to trang thiet bi hien dai chua