Chất lượng dịch vụ tín dụng cá nhân ngân hàng hsbc chi nhánh hà nội

=*f TRUONG DAI KINH TE QUOC DAN ■ HOC ■ sosoOGeca DAI HOC K.T.Q.D TT THONG TIN THU’VIEN PHONG LIAN AN-TC LIEL BUI BICH N GA CHAT LUONG DICH VU■ TIN DUNG CA NHAN NGAN ■ ■ ■ HANG HSBC CHI NHANH HA NOI■ CHUYEN NGANH: KINH TE PHAT TRIEN ar LUAN • VAN THAC • SY KINH T E Ngitdi hitdng dan khoa hoc: TS NGUYfiN DUY THUC THs HA AOI • — 2014 - —S LOI CAM DOAN Toi xin cam doan luan van hoan toan toi thuc hien Cac ket qua nghien cuu luan van la trung thuc va chua duoc su dung de bao ve hoc ham, hoc vi nao, cac doan trich dan va so lieu su dung luan van deu duoc dan nguon va co chinh xac cao nhat pham vi hieu biet cua toi Ha Noi, thang Tac gia Bui Bich Nga nam 2014 YEU CAU CUA HOl DONG CHAM LUAN VAN THAC SI VE • ? y • • Nhung diem can sua chua bo sung trade nop luan van chfnh thuc cho Vien dao tao SDH Chu tich Hoi dong (Ky va ghi ro ho ten) Cam ket cua Hoc vien Em ccxm cl chmb && Hoc vien (Ky va ghi rd ho ten) ' Neu hoc vien co trach nhiem chinh sira theo yeu cau cua Hoi dong cham luan van Trong tru'ong hop khong chinh sua se khong dirge cong nhan ket qua bao ve Hoc vien phai dong ban yeu cau chinh sua vao dau luan van chinh thuc (trade muc luc) nop cho vien DT SDH VONG DAI HOC KINH TE QUOC DAN CONG HOA XA HOI CHU NGHIA VIET NAM cHOA KE HOACH VA PHAT TRIEN Doc lap - Tu - Hanh phuc NHAN XET LUAN VAN THAC SI KINH TE Chuyen ngcinh: Kinh te Phat trien io hoc vien: Bui Bich Nga * tai: Chat lupng dich vu tin dung ca nhan Ngan hang HSBC Chi nhanh Ha Noi Tinli cap thiet cua de tai nghien cuu ,ia trinh hoi nhap kinh te quoc te cang sau da lam cho canh tranh cang tro len khoc it Trong linh vuc ngan hang tai c’ninh, su canh tranh khong nhung den tu canh tranh voi ngan toe ngoai, giua cac ngan hang thuong mai ma canh tranh giua cac chi nhanh ng mot NHTM Trong boi canh do, khach hang la yeu to quan quyet dinh toi su ■ng cua tung ngan hang Chi'nli vi vay, thoa man dupc nhu cau khach hang la mot yeu to dam io su cong hoat dong cua NHTM gan hang HSBC la mot ngan hang lon tren the gioi va co uy tin o Viet Nam Voi chien lupc lat trien cac dich vu ngan hang ban le phuc vu khach hang ca nhan, tin dung ca nhan la mot ong khau uu tien cua ngan hang, nhat la tren dia ban phat trien nhu Ha noi Ngan hang da xac nh chat lupng dich vu la yeu to giup ngan hang dat dupc nhung muc tieu chien lupc dat ra, va ing cao hon nua chat lupng tin dung ca nhan la mot yeu to quyet dinh su cong lat trien dich vu tin dung ca nhan o ngan hang ghien cuu chat lupng tin dung ca nhan khong phai la mot chu de nghien cuu moi nhung su dung ich tiep can ve dich vu tin dung tu phia khach hang thi day la mot so it luan van cao hoc £n hanh Toi danh gia cao, su can thiet va cach tiep can van de nghien cuu cua luan van va M dung cua luan van khong trung lap voi cac cong trinh tuong tu ma toi biet Nhung cong dat dupc cua luan van duc tieu nghien cuu tuong doi ro va thiet ke cua luan van huong toi muc tieu nghien cuu Luan 'an su dung dupc cac phuong phap nghien cuu, phuong phap phan tich co ban nghien cuu dioa hoc xa hoc de giai quyet van de nghien cuu mot cach tuong doi hieu qua; so lieu su dung ay tu nguon bao cao cua ngan hang va khao sat, nen co the tin cay man van co chon loc mot so nghien cuu tong quan lam co so cho viec trien khai nghien cuu Toi cho rang, tong quan nghien cuu de cap luan van la kha tot da cung cap duoc cac thong in huong dan va phuc vu cho trien khai nghien cuu Lach tiep can cua luan van ve chat lupng tin dung ca nhan tu huong khach hang la mot cach tiep ;an hay va cho phep su dung cac cong cu va phuong phap nghien cuu mot cach hieu qua Chuong cua luan van da lam ro dupc cac van de lien quan toi chat lupng dich vu tin dung ca nhan tai NHTM, cac yeu to tac dong toi chat lupng dich vu tin dung ca nhan tai NHTM ®iem noi bat cua chuong la luan van dua dupc cac quan diem va mo hinh danh gia chat lupng dich vu lam co so cho viec van dung vao phan tich danh gia chat luong dich vu tin dung ca nhan tai ngan hang vi du nhu cac mo hinh kinh dien hoac noi tieng de nghien cuu van de Tren co' so do, luan van xac dinh dune mo hinh sa dung danh gia chat luong tin dung khach hang ca nhan tai ngan hang HSBC chi nhanh Ha Noi Su thiet ke noi dung nghien cuu nhu vay o chuong la phu hop va xay dung co so nghien cuu vung chdc va dan dat cho viec trien khai nghien cuu o cac chuong tiep theo sau luan van Chuong de cap toi thuc trang chat luong dich vu tin dung ca nhan tai ngan hang HSBC chi nhanh Ha Noi Chuong su dung SERVQUAL tien hanh danh gia chat luong tin dung ca nhan dua tren cac nhom chi tieu ve Do tin cay, Dap ung, phuc vu, cam thong va phuong tien huu hinh cua ngan hang, Luan van di tu viec xay dung bang hoi, phat trien thuoc do, kiem dinh cac thuoc de tim cac thuoc phu hop nhat cho ngan hang HSBC Chi nhanh Ha noi, tren co so phan tich va danh gia chat luong tin dung ca nhan Viec van dung quy trinh nghien cuu la tot, nhung hieti qua cung can ban them Tu nhung phan tich nay, luan van da chi nhung dat duoc va chua cong chat luong tin dung ca nhan tai ngan hang HSBC Chi nhanh Ha Noi Tuy nhien, chuong cung chua dung nhung noi dung can hoan thien se de cap o phan sau Chuong cua luan van trinh bay cac co so cho viec de xuat giai phap nang cao chat luong tin dung ca nhan, co de cap toi dinh huong chung cua HSBC, va chi nhanh Ha noi viec nang cao chat luong tin dung ca nhan Theo toi, cac giai phap de cap luan van, an toan, nhung cung co gia tri tham khao nhat dinh doi voi ngan hang Cung nhu o chuong 2, chuong cung nhieu dieu can trao doi them Nhung noi dung c^n bo sung va ccmli sua Khung chon mau va mau khao sat la khong ro rang Khach hang duoc khao sat can phai la nhung khach hang ca nhan co quan he tin dung voi Chi nhanh ngan hang Tuy nhien, rat tiec la dieu khong duoc lam ro nghien cuu can lam ro dieu Phan trinh bay cac nhan to tac dong toi chat luong dich vu tin dung cac nhan chung chung va khong ro co che tac dong nhu the nao, toi khia canh nao cua chat luong tin dung ca nhan Dac biet la phan danh gia it gan ket voi cac noi dung phan tich o cac chuong sau Phan xac dinh pham vi nghien cuu tu 2005-2014 cho danh gia thuc trang chat luong tin dung cac nhan o ngan hang la khong phu hop va thuc su khong lam duoc Nen xac dinh lai (Phan de cap them, de tai cua cao hoc vien khong phai la dang de tai phat trien thang do, ma cac thang da duoc phat trien nen ca muc 2.3 la dai dong va khong mang lai thong tin gi Day la van chung cua hau nhu tat ca cac luan van kieu Nhieu noi dung thua vi du nhu trang 61, nhung nhieu noi dung quan lai thieu: vi du bien phu thuoc la bien nao, bien doc lap la bien gi, hay phan tich Annova nham muc tieu gi? Phan tich hoi quy nham muc tieu gi, tra loi cau hoi nghien cuu nao, thi lai chua duoc trinh bay theo cach de hieu va de theo doi) Viec danh gia dua tren cac thang diem la rat tuong doi va chu quan Vi du, sa dung thang muc do, va luan van bao mot thuoc dat 3,22 la thap, on 3,7 la kha cao, so voi cai gi Dieu gi duoc rut o day Phan kien nghi vdi nha nude va Ngan hang nha nude va co quan chi'nh phu la khong phu hop va khong xuat phat tir khao sat, nen bo di Ve phan trinh bay luu y may van de sau: - Cach viet gach dau dong lam phan manh bai viet Nhieu doan bi chia cat - Tai lieu tham khao can sap xep theo thu tu ABC - Bo sung danh muc tir viet tat - Cach there trinh bay hien dang phu thuoc vao cua hang photo hon la hirdng dan cua Vien Dao tao Sau dai hoc Vi du bang theo thu tur, va Hinh theo thu tu khong cd so thu tu chuong Ket luan Tuy luan van mot so dieu can chinh sua, mot so dieu cd the lam nang cao hon nua chat luqng cua luan van, nhung theo toi, nghien cuu duoc tiep can va giai quyet duoc van de nghien cuu theo each thuc nen duoc khuyen khich Luan van dap ung duoc yeu cau co ban cua mot luan van thac si chuyen nganh Kinh te phat trien Ha Ndi, 24 thdng 12 ndm 2014 Ngirdi viet nhan xet PGS-TS Le Quang Canh Cau hoi Mo hinh hoi quy bien nao la bien phu thuoc va bien phu thuoc duoc thu thap nhu the nao nghien cuu nay? Trong bdi canh cua HSBC chi nhanh Ha Noi, dich vu tin dung ca nhan dong vai tro quan nhu the nao tin dung cua ngan hang va su phat trien cua chi nhanh nay? CONG HOA XA HOI • • CHU NGHIA VIET • NAM Doc lap — Tu - Hanh phuc *** _ Ha Noi, 20 thang 12 nam 2014 NHAN XET LUAN VAN THAC SI KINH TE Ten de tai: “Chat twang dich vu tin dung ca nhan Ngan hang HSBC chi nhanh Ha Noi” A!” Chuyen nganh : Kinh te phat trien Hoc vien : Bui Bich Nga Nguoi nhan xet : PGS.TS Kieu Huu Thien Don vi cong tac : Hoc vien Ngan hang Sau doc toan bo luan van va doi chieu cac tai lieu kem theo, voi tu cach phan bien, toi co nhung nhan xet sau day: 1- ve su can thiet, y nghia khoa hoc va thuc tien cua de tai: Nhu chung ta da biet hoat dong tin dung la nghiep vu quan nhat cua cac NHTM vi no mang lai doanh thu lon nhat, do chat luong dich vu tin dung quyet dinh su bai cua NHTM Nang cao chat luong dich vu tin dung la van de kho r r r r khan va phuc tap nhung rat buc thiet Chat luong tin dung kem se co tac dong rat lon va anh huong truc tiep den su ton tai va phat trien cua moi to chuc tin dung va co the tac dong anh huong den toan bo he thong ngan hang va toan bo nen kinh te Thuc te Ngan hang HSBC chi nhanh Ha Noi cho thay nhung nam qua ngan hang da gat hai duoc nhieu qua lon, mang lai nhung loi ich lon cho khach hang, Nha nuoc va ban than ngan hang Toc tang truong nguon von va dau tu tin dung, loi nhuan hang nam luon on dinh vung chac, nhien cung voi su tang truong, cac van de lien quan den chat luong dich vu tin dung, dac biet la dich vu tin dung ca nhan co xu hudng giam sut, cac bien phap nang cao chat luong dich vu tin dung noi chung va dich vu tin dung ca nhan noi rieng dang han che Do giai phap nang cao chat luong dich vu tin dung ca nhan la van de cap bach va can thiet cho Ngan hang HSBC chi nhanh Ha Noi giai doan day manh tang trudng dau tu an toan va hieu qua Xet ve sir trung lap ten de tai va ket qua nghien cum: Theo toi duoc biet, d Viet Nam da co kha nhieu cong trinh de cap toi van de nhimg moi cong trinh de cap d mot khia canh khac thuc hien mot boi canh lich su kinh te va dia diem nhat dinh, noi dung cua luan van mot phan la ke thua mot phan la bo xung Do vay hudng nghien cuu, pham vi nghien cuu va cac giai phap de xuat la khong trung lap Nhung ket qua cong bo luan van chu yeu chuong va la ket qua nghien cuu rieng cua tac gia Do tin cay va sy hop ly cua phuo’ng phap nghien cuu - Cac tai lieu su dung de phan tich, luan giai kha phong phu, ca so lieu chung minh cap nhat co su chon loc chu dao, phan anh day du noi dung can thiet cua de tai nen nhung noi dung trinh bay luan van co tin cay cao - Tac gia biet su dung tong hop cac phuong phap nghien cuu vat bien chung, vat lich sir, dac biet la luan giai va phan tich so sanh, nen toi danh gia phuong phap nghien cuu cua tac gia la khoa hoc dam bao tinh hop ly cho mot de tai kinh te De tai luan van va ma so chuyen nganh Noi dung luan van duoc trinh bay va phan anh dung thong tin vdi ten cua de tai luan van Do de tai luan van phu hop vdi ma so chuyen nganh: Kinh te phat trien theo qui dinh cua Bo Giao due va Dao tao Ket qua nghien ciru cua luan van Theo toi noi dung cua cac chuong da bam sat muc tieu, doi tuong nghien cuu cua de tai Noi dung phan tich, danh gia, chung minh luan giai deu hubng vao chu de chinh Vi vay, luan van da dat duoc nhung ket qua sau: - Mot la, Phan dau cua chuong 1, luan van da trinh bay nhung van de co ban ve chat luong dich vu tin dung ca nhan cua NHTM, moi noi dung dua ra, tac gia dua tren nhung tu lieu dang tin cay, de chon loc, luan giai co co so khoa hoc r r > ? chac chan Nen cong cua phan la lam cho ngubi doc hieu mot each day du hon, sau sic hon ve dac diem cua dich vu tin dung ca nhan cung nhu vai tro cua dich vu tin dung ca nhan su phat trien kinh te xa hoi noi chung cung nhu su ton tai va phat trien cua ngan hang noi rieng - Hai la, Luan van da khang dinh hoat dong dich vu tin dung noi chung va dich vu tin dung ca nhan noi rieng la dich vu quan nhat cua NHTM vi no mang lai doanh thu Ion Boi vay viec khoi tang va khai thac triet de cac nguon luc de nang cao chat luong dich vu tin dung ca nhan, dap ung nhu cau cua khach hang la doi hoi cap bach cua thuc tien doi voi cac NHTM hien ma co Ngan hang HSBC chi nhanh Ha Noi Luan van cung khang dinh co nhieu nhan to anh hubng den chat luong dich vu tin dung ca nhan cua NHTM, nhan to thuoc ve cac hoat dong cua ngan hang dong mot vai tro het sue quan Mat khac luan van cung dua cac mo hinh danh gia chat luong dich vu va su dung mo hinh SERVQUAL vao viec danh gia chat luong dich vu tin dung ca nhan cua Ngan hang HSBC Day thuc su la nhung van de co so ly luan lam nen tang cho viec nghien cuu o cac chuong tiep theo - Ba la, Bang viec su dung cac phuong phap va mo hinh phan tich khoa hoc co tinh he thong ve thuc trang chat luong dich vu tin dung ca nhan cua Ngan hang HSBC chi nhanh Ha Noi Tac gia da danh gia duoc nhung mat dupe va chua dupe cua cong tac Dac biet la tac gia da rut ton tai va tap trung phan tich nguyen nhan phat sinh ton tai thuoc ve khau nao? Don vi nao? Linh vuc nao? Boi vay noi dung cua phan thuc su la co so de tac gia dua cac giai phap 92 dirge khai thac, dac biet doi voi thi truong co dan so cao nhu Viet Nam Co the nhan thay hoat dong tin dung gap kho khan, khong the tiep tuc phat trien, co cau thu r r a > cua ngan hang Do do, tat yeu doi hoi ngan hang can cd tam nhin xa hon viec dinh hudng nghien cuu va phat trien manh hoat dong dich vu Su phat trien cua thi truong dich vu ngan hang hien dai d Viet Nam da cd nhung thay doi tich cue song van kha manh mun, chua mang tinh dong bo va chua tao tien ich cd tinh canh tranh cao nhu ky vong Trong mot nen kinh te nang dong, dang tren da phat trien d nhip cao vdi loi the dan so dong, nhu cau su dung dich vu ngan hang hien dai la rat ldn Doanh so va loi nhuan cua hoat dong dich vu se dan chiem ty dang ke va tro nen quan trong kinh doanh cua NHTM tuong lai khong xa Vi vay, phat trien dich vu la mot hudng di ben vung, lau dai cho mdi NHTM tai Viet Nam Bai luan van da de cap duoc mot so van de co ban sau: Thu nhat, cac van de co ban ve dich vu, chat luong dich vu va chat luong dich vu tin dung ca nhan da duoc he thdng hoa va trinh bay mot each chi tiet Thu hai la thuc trang chat luong dich vu tin dung ca nhan ngan hang HSBC da duoc danh gia va phan tich mot each day du Thu ba la luan van da dua duoc mot sd giai phap nham phat trien hon nua hoat dong tin dung ca nhan va chat luong dich vu tin dung ca nhan, dong thoi dua cac kien nghi vdi cac co quan quan ly nha nudc de cd cac van ban ho tro tot nhat cho su phat trien cua hoat dong Neu HSBC cd the thuc hien duoc nhung giai phap tren thi chat luong dich vu tin dung ca nhan cua HSBC se cang phat trien, nang cao kha nang canh tranh cua HSBC vdi cac NHTM khac 93 DANH MUC TAI LIEU THAM KHAO • • Tran Thi Tram Anh (2011), Nang cao chat luong dich vu ngan hang ban le tai Ngan hang TMCP Xuat nhap khau Viet Nam (Eximbank), luan van thac sy kinh te,Truong Dai hoc kinh te TP Ho Chi Minh Bachelet, D.(1995), Measuring satisfaction; or the Chain, the Tree, and the Nest, Customer satisfaction research, Brooker, R.(ed), Emosar Phan Thi Thu Ha (2013), Giao trinh ngan hang thuomg mai, NXB Dai hoc Kinh te Quoc dan Luu Thi Huong (2005), Giao trinh tai chinh doanh nghiep, NXB Thong ke Tran Thi Huong, Pham Thi Thu Thuy (2007), Nghe thuat ket noi vdi khach hang, NXB Thdng ke Do Tien Hoa (2007), Nghien cihi su hai long cua khach hang doanh nghiep doi vdi san pham, dich vu Ngan hang HSBC chi nhanh TP.HCM Dinh Vu Minh (2009), Nang cao chat luong dich vu tin dung cua NHTMCP cac doanh nghiep ngoai quoc doanh Viet Nam (VPBank), luan van thac sy kinh te, Truong Dai hoc kinh te TP Ho Chi Minh Tung Linh (2005), Nghe thuat cham soc khach hang, NXB Tu dien bach khoa Nguyen Huu Tai (2014), Giao trinh Ly thuyet tai chinh tien te, NXB Dai hoc Kinh te Quoc dan 10 Cac website VnEconomy, website NHNN, Stox.vn, tapchitaichinh.vn 11 Parasuraman, Zeithaml and Berry (1985), A conceptual model of service quality and its implications for future research, Journal of marketing 12 Parasuraman, Zeithaml and Berry (1985), Refinement and reassessment of SERVQUAL scale, Journal of retailing 13 Luat cac to chuc tin dung 14 Spreng, R.A and R.D Mackoy (1996), An empirical examination of a model ofperceived service quality and satisfaction, Journal of ratailing 94 PHU LUC 1: PHAN TICH CRONBACH’S ALPHA Ket qua phan tich he so Cronbach’s Alpha cho Yeu to hwu hinh ^eltabilityStatjstjcs Cronbach’s Alpha N of Items 809 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach’s Alpha Item Deleted Item Deleted Total Correlation if Item Deleted HH1 11.06 4.198 579 785 HH2 10.83 4.690 574 785 HH3 10.86 3.945 763 694 HH4 10.88 4.122 605 772 Ket qua phan tich he so Cronbach’s Alpha cho nhan to Do tin cay Reliability Statistics Cronbach’s Alpha N of Items 796 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach’s Alpha Item Deleted Item Deleted Total Correlation if Item Deleted TCI 14.54 8.394 550 766 TC2 14.51 8.036 635 741 TC3 14.46 8.049 633 741 TC4 14.91 7.624 541 773 TC5 14.68 7.860 550 767 Ket qua phan tich he so Cronbach ’s Alpha cho nhan to Kha nang dap ung Re^^^jtyStatistics Cronbach’s Alpha N of Items 868 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach’s Alpha Item Deleted Item Deleted Total Correlation if Item Deleted DU1 13.54 8.610 628 855 DU2 13.43 8.707 704 838 DU3 13.45 8.652 661 847 DU4 13.83 7.942 726 831 DU5 13.95 7.631 746 826 95 Ket qua phan tich he so Cron bach’s Alpha cho nhan to Su dam bao RljabHityStatistics Cronbach's Alpha N of Items 735 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted DB1 7.34 2.400 512 709 DB2 7.21 2.501 603 604 DB3 7.30 2.370 569 637 Ket quaphan tich he so Cronbach’s Alpha cho nhan to Su cam thong Reliability Statistics Cronbach's Alpha N of Items 843 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted CT1 10.12 5.259 692 795 CT2 10.21 4.990 772 759 CT3 10.15 5.222 656 811 CT4 9.71 5.544 597 835 Ket qua phan tich he so Cronbach ’s Alpha cho nhan to Lai suat ReHaJblHJStatistics Cronbach's Alpha N of Items 769 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted LSI 6.96 2.128 648 638 LS2 6.96 2.179 629 660 LS3 7.45 2.350 534 764 96 Ket qua phan tich he so Cronbach’s Alpha cho nhan to Hinh anh doanh nghiep iReliabilityStatistics Cronbach's Alpha N of Items 735 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted HA1 6.78 2.030 529 683 HA2 6.92 2.059 522 692 HA3 7.03 1.870 627 565 Ket qua phan tich he so Cronbach’s Alpha cho nhan to Su hai long ReHdbliti^Sta^stics Cronbach's Alpha N of Items 871 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item­ Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted CL1 10.36 4.147 719 838 CL2 10.15 4.056 677 854 CL3 10.38 3.863 743 827 CL4 10.31 3.656 765 819 97 PHU LUC PHAN TICH NHAN TO EFA LAN I KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .900 Approx Chi-Square 2498.789 Bartlett's Test of Sphericity df 351 Sig; 000 Component Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Total %of Cumulative Variance % Total %of Cumulative Variance % Rotation Sums of Squared Loadings Total %of Cumulative Variance % 12.041 44.595 44.595 12.041 44.595 44.595 4.607 17.063 17.063 1.774 6.570 51.165 1.774 6.570 51.165 4.193 15.529 32.592 1.596 5.911 57.076 1.596 5.911 57.076 3.406 12.615 45.207 1.234 4.571 61.647 1.234 4.571 61.647 3.012 11.154 56.361 1.152 4.265 65.912 1.152 4.265 65.912 2.579 9.551 65.912 991 3.670 69.581 902 3.341 72.922 772 2.860 75.782 686 2.540 78.323 10 633 2.346 80.668 11 542 2.008 82.677 12 520 1.927 84.604 13 475 1.758 86.362 14 454 1.681 88.043 15 421 1.558 89.601 16 392 1.451 91.052 17 356 1.320 92.372 18 336 1.246 93.618 19 291 1.078 94.695 20 267 990 95.685 21 224 831 96.517 22 214 792 97.308 23 174 646 97.954 24 169 627 98.581 25 139 514 99.095 26 129 478 99.573 27 115 427 100.000 Extraction Method: Principal Component Analysis • 98 RotatedCOmponentMatrjX* Component LS2 733 NL1 710 NL2 703 LSI 695 DU2 564 DU3 529 DU1 521 NL3 HH4 754 CT4 704 HH1 684 HH3 655 HA2 604 CT2 570 DU4 684 LS3 586 562 CT1 DU5 547 TC4 573 555 544 CT3 TCI 729 TC2 659 TC3 637 HH2 HA1 855 TC5 651 HA3 510 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 13 iterations 99 PHAN TICH NHAN TO EFA LAN II KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .887 Approx Chi-Square 1792.988 Bartlett's Test of Sphericity df 231 -B; 000 Component Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Total % of Cumulative Variance % Total %of Cumulative Variance % Rotation Sums of Squared Loadings Total %of Cumulative Variance % 9.644 43.836 43.836 9.644 43.836 43.836 4.440 20.181 20.181 1.605 7.297 51.133 1.605 7.297 51.133 3.470 15.771 35.952 1.563 7.103 58.236 1.563 7.103 58.236 3.085 14.022 49.974 1.102 5.010 63.246 1.102 5.010 63.246 2.920 13.272 63.246 981 4.461 67.706 832 3.780 71.487 778 3.536 75.022 683 3.106 78.128 548 2.492 80.620 10 511 2.321 82.941 11 472 2.147 85.088 12 451 2.051 87.138 13 435 1.979 89.117 14 396 1.802 90.919 15 385 1.749 92.668 16 329 1.493 94.161 17 299 1.357 95.518 18 274 1.246 96.765 19 238 1.084 97.848 20 191 868 98.716 21 145 660 99.376 22 137 624 100.000 Extraction Method: Principal Component Analysis • 100 RotatedComponentJMatrix* Component LS2 768 LSI 733 NL2 732 NL1 708 DU2 627 DU3 597 DU4 549 DU1 517 HH4 753 HH1 731 HH3 691 CT4 686 HA2 684 CT2 TCI 746 TC3 712 TC2 649 TC4 584 LS3 HA1 752 TC5 698 HA3 682 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization, a Rotation converged in iterations 101 PHAN TICH NHAN TO EFA LAN III KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .888 Approx Chi-Square 1517.386 Bartlett's Test of Sphericity df 190 000 _ Component Tta[Varianc£EXj)binedi Extraction Sums of Squared Loadings Initial Eigenvalues Total %of Cumulative Variance % Total %of Cumulative Variance % Rotation Sums of Squared Loadings Total %of Cumulative Variance % 8.661 43.305 43.305 8.661 43.305 43.305 4.216 21.079 21.079 1.584 7.918 51.223 1.584 7.918 51.223 3.224 16.121 37.200 1.540 7.698 58.922 1.540 7.698 58.922 2.937 14.683 51.883 1.096 5.478 64.400 1.096 5.478 64.400 2.503 12.517 64.400 829 4.146 68.546 806 4.029 72.575 673 3.363 75.938 623 3.113 79.051 510 2.549 81.600 10 493 2.463 84.063 11 443 2.213 86.276 12 435 2.175 88.451 13 405 2.027 90.478 14 384 1.921 92.399 15 371 1.857 94.256 16 298 1.491 95.748 17 284 1.420 97.168 18 235 1.176 98.344 19 186 932 99.276 20 145 724 100.000 Extraction Method: Principal Component Analysis • 102 Rotated COm£onentJMatrix* Component LS2 768 NL2 738 LSI 738 NL1 704 DU2 631 DU3 599 DU4 549 DU1 518 HH1 750 HH4 749 HH3 694 HA2 678 CT4 672 HA1 743 TC5 720 HA3 701 TC4 504 TCI 807 TC3 685 TC2 654 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 103 PHU LUC 3: BANG CAU HOI PHONG VAN KHACH HANG • • VAY VON TAI HSBC CHI NHANH HA NOI • • Bang cau hoi duoc su dung de danh gia nhung phan anh cua khach hang doi voi dich vu tin dung ca nhan tai MB tu dua cac giai phap nham hoan thien san pham hon, dap ung duoc nhu cau cang cao cua khach hang Tat ca cac thong tin bang cau hoi khao sat se duoc su dung de tai: “Chat luong dich vu tin dung ca nhan tai Ngan hang HSBC chi nhanh Ha Noi” Tat ca cac thong tin ve Anh/ Chi se duoc bao mat va chi su dung cho muc dich nghien cuu cua de tai Xin cam on su ho tro cua cac Anh/ Chi Phan 1: Thong tin ca nhan Do tuoi 18-23 tuoi 24 - 30 tuoi 31-40 tuoi Tren 40 tuoi Gidi tinh Nam Nu Nghe nghiep Can bo cong chuc Cong nhan Buon ban Nhan vien kinh doanh Khac: (ghi cu the ) Thu nhap hang thang Anh chi co thudng xuyen su dung dich vu Ngan hang HSBC khong? Thi thoang Thudng xuyen Rat hay su dung 104 Phan 2: Danh gia cua khach hang doi voi dich vu tin dung ca nhan cua HSBC Tra loi bang cach khoanh tron lua Hoan toan Hoan Khong Binh Dong dong y thuOng y toan khong chon Moi cau chi chon nhat dong y su lua chon dong y Ve co so vat chat cua HSBC Co so vat chat, trang thiet bi 5 5 5 5 day du, hien dai Tai lieu, thong tin su dung hoat dong tin dung day du, ro rang, thu hut, de hieu Tac phong cua nhan vien tin dung chuyen nghiep, an mac dep Dia diem giao dich cua ngan hang thuan tien Muc tin cay HSBC tao cho khach hang Ngan hang thuc hien dich vu dung tu lan dau Ngan hang cung cap dich vu tai thoi diem da cam ket voi khach hang Ngan hang bao mat thong tin khach hang va giao dich Nhan vien ngan hang luon san sang phuc vu khach hang Ngan hang thong bao kip thoi cho khach hang co thay doi hoat phuc vu, khuyen mai, 105 Kha nang dap ung cua HSBC Nhan vien tin dung luon 10 5 5 5 5 5 5 nhiet tinh giup khach hang Ngan hang luon co nhan vien 11 tu van tai ban huong dan de giup khach hang Thu tuc cua dich vu tin dung 12 nhanh chong, don gian Ngan hang san sang dap ung 13 yeu cau cua khach hang Ngan hang co duong day nong 14 phuc vu khach hang 24/24 Su dam bao cua HSBC Nang luc trinh chuyen mon 15 cua nhan vien tin dung tot Chung tu giao dich ro rang va 16 de hieu NH bao mat thong tin khach 17 hang va giao dich Su cam thong cua HSBC Ngan hang quan tam den nhu 18 cau cua tung ca nhan khach hang Nhan vien tin dung hieu duoc 19 nhu cau cua khach Gio lam viec thuan tien cho 20 khach Cac chuong trinh cham soc khach hang cua Ngan hang 21 thuong xuyen, phong phu, hap dan 106 Mire lai suat (gia ca) cua HSBC Lai suat vay duoc dieu chinh 22 theo thi truong thuong xuyen, •4 5 5 kip thoi 23 24 Lai vay duoc giam dan chinh xac theo du no vay Chinh sach ve tai san dam bao linh hoat, canh tranh Hinh anh cua HSBC long khach hang 25 Ngan hang luon giu chu tin vdi khach hang Ngan hang co cac hoat dong 26 marketing an tuong va hieu qua Ngan hang luon di dau 27 cac cai tien va hoat dong xa hoi Danh gia chat luong dich vu tin dung ca nhan cua HSBC 28 29 Kha nang dap ung yeu cau cua 5 5 khach hang Muc hai long cua khach hang r 30 31 Tiep tuc su dung dich vu Ngan hang Tong the chat luong dich vu Phan Cau hoi md Theo anh/chi, ngan hang can lam nhung gi de nang cao chat luong dich vu tin dung ca nhan? Xin chan cam cm su hgp tac cua anh/chi!