(Luận văn) factors influencing credit card use of customers in ho chi minh city, an empirical analysis

t to ng hi ACKNOWLEDGEMENTS ep I fully believe this thesis could not have been possible completed without the w n help of many people lo ad y th First, I would like to take this opportunity to express my sincere gratitude to Dr ju Pham Phu Quoc for his comment and guidance of my thesis I especially appreciate his yi continual support in responding, reminding, and assisting in all aspects of this endeavor pl al n ua Secondly, I would like to thank my dear colleagues, friends and classmates for va their valuable encouragement during the many months that I was working on this thesis n Special thanks for people who spent their precious time with me in the in-depth fu ll interview phase and who did join both pilot and main surveys oi m at nh Last but not least, I would like to express my heartfelt thanks to my family for their support, their encouragement, and their faith during the time I completed my thesis z z k jm ht vb om l.c gm n a Lu n va y te re th t to ng ABSTRACT hi ep Credit cards are being used popular nowadays as a hot trendy in society There are many w credit card providers in the fierce competition to increase number of people use their n lo products and services The purpose of this thesis is to examine key factors influencing ad ju y th customer’s credit card use in Ho Chi Minh City yi To empirically apply the conceptual model and test the hypotheses, data are collected pl through a questionnaire involving 118 bank customers who already knew about credit al n va analysis n ua cards Data are analyzed using exploratory factor analysis and multiple regression ll fu Convenience perceived has been defined as the strongest predictor of credit card use in oi m Ho Chi Minh City with β = 0.539, followed by compatibility perceived with β = 0.307; nh and policies were provided by bank with β = 0.124 However, the findings did not state at the negative relationship that exists between risk barriers and credit card use of z z customers in Ho Chi Minh City with ß = -0.037 and p = 0.5380 ht vb jm Finding the predominant factors (bank policy, convenience and compatibility) which k effect to credit card use can provide credit card providers with valuable insights then gm they improve their policy as well as emphasize convenience and compatibility attributes om l.c to instill confidence among consumers and motivate them to use credit cards faceted framework, this study extends the literature on influence of bank policy, n a Lu There is very limited previous research on Vietnamese credit card use Through a multi- y te re Vietnamese customers n va convenience, and compatibility and risk barriers in the context of credit card use among th Keywords - Credit Card Use, Bank Policy, Convenience, Compatibility, Risk Barriers t to ng TABLE OF CONTENTS hi ep CHAPTER 1: INTRODUCTION w 1.1Research background n lo 1.2Research motivation ad 1.3Research objective y th 1.4Research methodology and research scope ju 1.5Research contribution yi pl 1.6Research structure al ua CHAPTER 2: LITERATURE REVIEW n 2.2 Bank’s policies 13 va n 2.3 Convenience 14 ll fu 2.5 Risk barriers 17 oi m 2.6 The conceptual model and hypotheses of the research 20 nh CHAPTER 3: RESEARCH METHODOLOGY 22 at 3.1 Research process 22 z z 3.1.1 Step 1: Item generation step 22 vb 3.1.2 Step 2: Pilot study 23 ht jm 3.1.3 Step 3: Main study 23 k 3.2 Questionnaire design 25 gm 3.3.1 Sample 27 om l.c 3.3.2 Sampling method 28 3.4 Data analysis method 28 a Lu CHAPTER 4: DATA ANALYSIS 30 n 4.1 Respondents’ demographics 30 va n 4.2 Reliability Analysis 32 th 4.3.2 EFA for Dependent variables 37 y 4.3.1 EFA for variables 34 te re 4.3 Exploratory Factor Analysis (EFA) 34 t to ng 4.4 Multiple Regression Analysis 38 hi ep CHAPTER 5: CONCLUSION, IMPLICATIONS, AND LIMITATIONS 47 5.1 Conclusion 47 w n 5.2 Managerial Implications 47 lo ad 5.3 Limitations and future research 49 y th REFERENCES 51 ju APPENDICES 59 yi pl APPENDIX A: Questionnaire (English Version) 59 ua al APPENDIX B: Questionnaire (Vietnamese Version) 63 n APPENDIX C: Histogram, Normal Regression & Scatter plot of Dependent 67 n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th t to ng LIST OF TABLES hi ep Table 2.1 Summary of main research findings on credit card use………………… 12 w Table 3.1 Summarize the reference sources of measurement scale used for each factors n lo ……………………………………………………………………………… 26 ad ju y th Table 3.2 Source of data collection………………………………………………… 28 yi Table 4.1 Respondents' characteristic……………………………………………… 31 pl ua al Table 4.2 Reliability Statistics……………………………………………………… 33 n Table 4.3: KMO and Bartlett's Test………………………………………………… 34 va n Table 4.4: Rotated Component Matrix for Independent Variable………………… 35 fu ll Table 4.5: Total Variance Explained of Dependent Variables…………………… 36 oi m nh Table 4.6: Table KMO and Bartlett's Test………………………………………… 37 at Table 4.7: Rotated Component Matrix for Dependent Variable…………………… 37 z z ht vb Table 4.8: Total Variance Explained of Independent Variables…………………… 38 k jm Table 4.9: Casewise Diagnostics…………………………………………………… 39 gm Table 4.10: Correlations…………………………………………………………… 40 om l.c Table 4.11: Model Summary……………………………………………………… 41 Table 4.12: ANOVA……………………………………………………………… 42 a Lu Table 4.13: Coefficients…………………………………………………………… 42 n n va Table 4.14 Summary of hypotheses testing result………………………………… 45 y te re th t to ng LIST OF FINGURES hi ep Figure 2.1: A theoretical model…………………………………………………… 21 w Figure 3.1: Research Process……………………………………………………… 25 n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th t to ng hi CHAPTER 1: INTRODUCTION ep This chapter introduces the research background, researches’ motivations, w n objectives, methodology and scope; and its contribution lo ad 1.1 Research background ju y th The overview about credit card use in over the world and Vietnam is discussed in yi pl this section ua al Credit cards are defined as available money which is used in advance and make n n va payment later (Mitchell & Mickel, 1999) People around the world enjoy making ll fu payment by credit cards for variety commodities from low to high value such as oi m electric/water bills, shopping, eating, household commodity, car, house, etc Besides, nh with economic growth, the number of people in the middle income increases together at with the increasing of people gaining bank account Furthermore, credit card services z z and its delivery change a lot with the growing of technology which is considered as the vb most important factor (Suoranta, Mattila & Munnukka, 2005) Consequently, there are ht k jm more people and businesses are joining in credit card use as advance financial electronic gm transactions, then the credit card as a payment method is increasing As a result, there are many tough competitions between credit cards providers in getting higher credit card l.c om market share a Lu Credit card market grow significantly since the first credit cards were introduced n n cards (Devlin, Worthington & Gerrard, 2007) Credit cards are different with other va in the 1950s in USA (Durkin, 2000); with increasing number of customers hold credit th permitted only rich people could apply for credit cards Step by step, banks lower y using money (Stavins, 1996, cited by Chakravorti, 2003) Many years ago, bank’s policy te re payment modes as they are used as long term credit without any collateral at the time t to ng qualifications for customers applying for new credit cards The fast growth of economy hi ep in Asian countries has opened more opportunities for customers in those countries applying credit cards During the year 2007, credit card use in the Asia Pacific region w n stood at $1.3 trillion which was 30 percent of global credit card transactions with Japan lo ad lead the region in total transactions made through credit cards ($209 billion), follows by ju y th South Korea ($203 billion), Australia ($140 billion), Taiwan ($24 billion), then China, New Zealand and India (KPMG, 2009) Due to the huge growth of credit cards use yi pl among customers in the emerging markets, studying the customer’s credit card use in al ua those markets is particularly important Many researchers believe that the rapid n increasing of new middle income customers and advantage technology in emerging va n markets are two of the determinants that make these markets become attractive to credit ll fu card providers around the world oi m nh There has been a rapid increase in credit card issuing in Vietnam recently at Between 2009 and 2011, the number of credit card issuing increases by 198 percent and z z 1.62 million credit cards are issued at the end of 2012 or 2.4 cards per 100 adults vb jm ht (Lafferty, 2013) According to The State Bank (cited in Ocean Bank Annual Report, 2014), until end of October of 2013, Vietnam has 52 payment card providers, with k gm estimated 64 million payment cards; among its credit cards is 3.6% Compare with the number 1% which Nielsen Research indicated in 2011 about the number of credit card l.c om users in Vietnam (as cited in Military Bank news, 2011), this is a great development of a Lu credit card use in Vietnam In addition, the credit cards were used widely after the n Decision of government 291/QD-TTg in 2006 about the plan on non-cash payments for n va the period from 2006 to 2010 with an extension until 2020 and Regulations th Vietnam, by developing infrastructure for non-cash payments and providing incentives y These decisions play very important roles in promoting non-cash transactions in te re 20/200/NHNN about the issuing, using and supplying services to support card payment t to ng for financial institutions to apply more advanced technologies in non-cash payment hi ep systems Study by Spire Research and Consulting shows that Vietnam has been beginning to develop into a cashless society and the Vietnam banking and credit card w n industry has been developing rapidly over the past 10 years (Spire, 2009) In terms of lo ad the overall card payments channel, the share of cash transactions decreased from 3.4% ju y th in 2009 to 2.7% in 2013, while the share of card transactions increase from 1.5% in 2009 to 3.1% in 2013 (Business Journal, 2014) Dang (2013) states Vietnam credit card yi pl market is expected to have some major changes in the next ten years Most of well- al ua known banks worldwide such as Citibank, ANZ, HSBC as well as local banks as such n Vietcombank, Vietinbank, Maritimebank have already implemented many introduction va n and promotional programs to increase the awareness of credit cards to customers in ll fu Vietnam oi m nh The challenge of the credit card market in Vietnam is most of the population is at still unbanked and cash still dominates as a main payment method for every day z z transactions Besides, although Vietnam’s urban population growth has averaged around vb jm ht 3.5 percent in recent years; Vietnam still has one of the lowest urbanized rates in emerging areas of Asia with the large proportion of the population that lives in the k gm countryside where most of employees are in textiles, agriculture and fisheries fields (Lafferty, 2013) In 2012, some 20 percent of the population has bank accounts but only l.c om half of these actively use consumer banking services and many consumers, even though a Lu they owned credit or debit cards, still prefer to use cash to make payments for every day n transactions in Vietnam (Lafferty, 2013) y te re destination for the credit card market Firstly, Vietnam is one of the fastest growing n va However there are some significant advantages that make Vietnam become a hot subsequently rose during the review period from US$1,097.1 in 2009 to US$1,728.4 in th economies among the developing countries in Asia and Vietnam's GDP per capita t to ng 2013 (Business Journal, 2014) This is reflected the developments of socio-economic hi ep status These developments allow the general Vietnamese to have a better quality of life Lawrence (2003) claims “Credit cards can be a convenient means of payment, a useful w n tool for learning financial responsibility, a resource in case of emergencies, a means to lo ad establishing a good credit history and a way to gain greater access to credit in the ju y th future.” (p 5) With its convenience and usefulness, credit cards of course are being a trendy in the country has socio-economic developments as Vietnam Secondly, yi pl Vietnam’s young population with a median age of 25 with forecast to grow continually al ua at an annual rate of around percent and is expected to increase to 94.5 million by 2016 n offers a good opportunity for continued economic growth at least in the short and va n medium terms (Lafferty, 2013) Thirdly, the gradual changing in payment habit in fu ll Vietnam is an excellent condition for credit card market Especially, under Vietnam’s m oi trade commitments to the WTO, since January 2011, foreign bank branches in Vietnam nh have been treated equally to domestic commercial banks in the areas of credit limits and at z credit guarantees and allowed to establish wholly owned subsidiary banks and set up z ht vb branches in Vietnam As a result, several overseas banks have entered the market with jm strong competition to local bank in providing services with the latest technologies and k marketing strategies As a result, people can own credit cards more easily than ever gm before and credit card use is more and more popular particularly in big cities such as Ho om l.c Chi Minh or Ha Noi Cities n a Lu 1.2 Research motivation va As the discussion in research background, Vietnam possesses many advantages n to be an ideal destination of international credit card providers in near future According y te re to Dang (2013), Vietnam is a potential market for credit card providers despite of the with credit card and their lack of understanding of credit cards, as well as a limited card th limit of credit card use of credit cards due to many Vietnamese have not get acquainted t to ng Lin, H (2011) An empirical investigation of mobile banking adoption: the effect of hi ep innovation attributes and knowledge-based trust International Journal of Information Management, 31(3), 252-260 w n lo Liu, M.K (2009) Do credit card redemption reward programs work in China? An ad empirical study Journal of Consumer Marketing, 26(6), 404-13 y th ju Lu, X (2004) Segmentation of the credit cardholders in the urban areas of China yi Working paper Chinese Marketing Research Centre of Fudan University pl ua al Shanghai n Luarn, P & Lin, H.H (2005) Toward an understanding of the behavioral intention to va n use mobile banking Computers in Human Behavior, 21(6), 873-891 fu ll Meidan, A., & Davos, D (1994) Credit and charge card selection criteria in Greece, m oi International Journal of Bank Marketing, 12(2), 36-44 nh at Mitchell, T.R., & Mickel, A.E (1999) The meaning of money: an individual-difference z z perspective Academy of Management Review, 24(3), 568-78 vb jm ht Nasri, W (2011) Factors Influencing the Adoption of Internet Banking in Tunisia International Journal of Business and Management, 6(8), 143-160 k gm Nguyễn Đình Thọ (2011) Phương pháp nghiên cứu khoa học kinh doanh Ocean Bank Annual Report, (2014), available at om l.c TPHCM: NXB Lao Động Xã Hội n a Lu http://oceanbank.vn/data/upload/Annualreport2013_Vn_papers_resize- y buying Journal of Consumer Marketing, 22(3), 135-41 te re Park, H.-J., & Burns, L.D (2005) Fashion orientation, credit card use, and compulsive n va 1405925478-468517293.pdf th 55 t to ng Park, J., Lee, D., & Ahn, J (2004), Risk-Focused e-Commerce Adoption Model - A hi ep Cross-Country Study Journal of Global Information Technology Management, 7(20), 6-30 w n lo Phau, I., & Woo, C (2008) Understanding compulsive buying tendencies among young ad Australians: the roles of money attitude and credit card usage Journal of y th Marketing Intelligence & Planning, 26(5), 441-60 ju yi Polatoglu, V.N., and Ekin, S (2001) An empirical investigation of the Turkish pl ua al consumers' acceptance of internet banking services International Journal of n Bank Marketing, 19(4), 156-165 va n Rammile, N., & Nel, J (2012) Understanding resistance to cell phone banking adoption fu ll through the application of the technology acceptance model (TAM) African m oi Journal of Business Management, 6(1), 86-97 nh Roberts, J.A., & Jones, E (2001) Money attitudes, credit card use, and compulsive at z buying among American college students The Journal of Consumer Affairs, z ht vb 35(21), 213-40 k jm Rogers, E.M (2003) Diffusion of Innovations (5th ed.) Free Press, New York, NY gm Safakli, O.V (2007) Motivating factors of credit card usage and ownership: Evidence from Northern Cyprus Investment Management and Financial Innovations, 4(4), l.c om 133-143 n growth story Available from http://www.spireresearch.com/wp- a Lu Spire (2009, December 29) Vietnam’s banking and credit card industry: a nascent y te re credit-card-industry-a-nascent-growth-story1.pdf n va content/uploads/2012/03/December-2009-Vietnam%E2%80%99s-banking-and- th 56 t to ng Scott, S., Plotnikoff, R., Karunamuni, N., Bize, R and Rodgers,W (2008) Factors hi ep influencing the adoption of an innovation: an examination of the uptake of the Canadian Heart Health Kit (HHK) Implementation Science, 3(1),1-8 w n lo Siddiqui, K., & Anjum, M (2013) Perceptions towards Credit Card Usage: Factor ad Analytic Finding from Pakistan International Journal of Economics Business y th and Management Studies, 2(3), 128-135 ju yi Sindhav, B., & A L Balazs (1999) A Model of Factors Affecting the Growth of pl n 339 ua al Retailing on the Internet Journal of Market Focused Management, 4(4), 319- va n Sjoberg, L and Engelberg, E (2005), “Lifestyles, and risk perception consumer ll fu behavior”, International Review of Sociology, Vol 15 No 2, pp 327-62 m oi Subramaniam, R., & Marimuthu, M (2010) Bank credit card and the selection criteria: nh an exploratory study African Journal of Business Management, 4(16), 3463- at z 3472 z vb Suoranta, M., Mattila, M., & Munnukka, J (2005) Technology-based services: a study ht k gm Management and Decision Making, 6(1), 33 – 46 jm on the drivers and inhibitors of mobile banking International Journal of Tabachnick, B G., & Fidell, L S (1991) Using Multivariate Statistics (4th ed.) 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Journal of Banking and Finance, 33(2), 358-366 k jm ht vb om l.c gm n a Lu n va y te re th 58 t to ng APPENDICES hi ep APPENDIX A: Questionnaire (English Version) w Dear sir/madam, n lo ad I am Hoa Phan, a student of Master Program of University of Economics Ho Chi Minh City I am undertaking a research to explore the factors that affects credit card use among customers in Ho Chi Minh City For this purpose, I kindly request you to complete the following short questionnaire regarding your behavior to credit card use It should take you no longer than 10 minutes to finish this questionnaire Although your response is extremely important to my research, your participation in this survey is entirely voluntary ju y th yi pl n ua al n va Your personal information will be kept confidentially and not be disclosed without your permission If you have concerns or questions about this study, such as scientific issues, how to any part of it, please contact me with email address ptahoa@yahoo.com.vn or phone number: +84 916920099 ll fu oi m at nh Thanks and Regards, Hoa Phan z z I Section A This section of the questionnaire explores your knowledge regard to credit cards ht vb k jm Have you known credit card? gm om l.c If your answer for question is No, you can stop your work here Thank you for your co-operation in completing this questionnaire n a Lu If your answer for question is Yes, please continue answering the questions in Section B and Section C y te re This section explores your behavior to credit card use n va II Section B 59 th To what extent you agree with each of the following statements, please indicate t to ng hi your answer using the following 5-point scale where: ep = Strongly disagree w = Disagree n lo = Neutral ad = Agree y th ju = Strongly agree 5 5 5 pl z yi Question I apply for credit card to get free gifts I spend using credit card to earn points and exchange for gifts I was attracted by the cash rebate system, thus I always spend using credit card There are more advantages with credit card payments, than with cash It is more convenient to use credit card payment, rather than cash Using a credit card means that I not have to worry about taking too much cash with me It is necessary to have a credit card with me when I travel overseas l.c It is safer to use credit cards payment compared to cash payment a Lu Using credit card would be compatible with my lifestyle 10 Selecting credit card matches the way I like to manage my financial transactions n ua al n va ll fu oi m at nh z k gm om n n va y te re th 60 jm ht vb t to ng hi ep 11 w n 12 I think my money could be stolen easily if I use credit card 5 5 5 5 lo Selecting credit card to perform financial transactions matches the way I my job 14 I am worried when using credit card because other people could access my account 15 Credit card system is not secure 16 I prefer to use a credit card regularly 17 I like to use a credit card for specific purchases 18 I like to use a credit card and not prefer to make payment by cash 19 I am thinking of applying for a new credit card ad 13 I not feel completely secure when providing personal information while using credit card ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm III Section C – Background information This section of the questionnaire refers to background or biographical information The n a Lu information will allow me to classify and compare groups of respondents va Gender n y te re th Age group in years 61 t to ng – – – - 60 hi ep Education level w n lo ad ju y th -graduated yi Income per month (1,000,000vnd / month) pl n ua al han 18tr n va from 12 to 18 fu ll Thank you for your co-operation in completing this questionnaire! oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th 62 t to ng APPENDIX B: Questionnaire (Vietnamese Version) hi ep PHIẾU KHẢO SÁT Kính chào Anh/ Chị, w n Tôi tên Phan Thị Ái Hoa, học viên cao học Trường Đại Học Kinh Tế TP HCM Tôi nghiên cứu hành vi sử dụng thẻ tín dụng khách hàng thành phố hồ Hồ Chí Minh Rất mong Anh/ Chị dành khoảng 10 phút để trả lời Phiếu khảo sát Mặc dù câu trả lời Anh/ Chị quan trọng nghiên cứu tôi, nhiên việc tham gia khảo sát hồn tồn khơng bắt buộc lo ad ju y th yi pl Thông tin cá nhân Anh/ Chị giữ bí mật hồn tồn Trong q trình thực phiếu khảo sát này, Anh/Chị có thắc mắc nào, xin vui lịng liên lạc với tơi thơng qua địa email ptahoa@yahoo.com.vn số điện thoại 0916920099 n ua al n va ll fu Xin trân trọng cảm ơn, Phan Thị Ái Hoa m oi I Phần A Phần tìm hiểu kiến thức Anh/Chị thẻ tín dụng Bạn có biết loại thẻ tín dụng khơng? Có Khơng at nh z z jm ht vb Nếu câu trả lời Anh/Chị cho câu Khơng, Anh/Chị dừng việc trả lời phiếu khảo sát Chân thành cám ơn giúp đỡ Anh/Chị k Nếu câu trả lời Anh/Chị cho câu Có, xin Anh/Chị vui lịng tiếp tục trả lời câu hỏi phần B phần C gm Phần khảo sát hành vi sử dụng thè tín dụng n a Lu n va Xin cho biết mức độ đồng ý Anh/ Chị phát biểu sau cách đánh dấu ( X ) vào ô tương ứng, với: om l.c II Phần B te re Ơ số 1: Hồn tồn khơng đồng ý y Ơ số 2: Khơng đồng ý th Ô số 3: Trung dung 63 t to ng Ô số 4: Đồng ý hi ep Ô số 5: Hoàn toàn đồng ý w n Tơi đăng kí sử dụng thẻ tín dụng để nhận quà tặng 5 5 5 5 lo ad Câu hỏi Thanh tốn thẻ tín dụng có nhiều lợi ích so với toán tiền mặt Thanh toán thẻ tín dụng thuận tiện so với tốn tiền mặt Sử dụng thẻ tín dụng giúp tơi giảm áp lực khơng phải đem theo nhiều tiền mặt Tơi thấy thẻ tín dụng hữu ích nước ngồi Sử dụng thẻ tín dụng an tồn sử dụng tiền mặt Sử dụng thẻ tín dụng phù hợp với phong cách sống 10 Sử dụng thẻ tín dụng phù hợp với cách thức quản lí tài tơi 11 Sử dụng thẻ tín dụng để tốn phù hợp với công việc 12 Khi sử dụng thẻ tín dụng, tơi nghĩ tơi bị tiền ju Tôi bị thu hút hệ thống tích lũy điểm để trả lại tiền mặt, tơi ln ln tốn thẻ tín dụng l.c y th Tơi tốn thẻ tín dụng để tích lũy điểm để đổi quà yi pl n ua al n va ll fu oi m at nh z z k jm ht vb gm om n a Lu n va y te re th 64 t to ng Tơi thấy lo lắng sử dụng thẻ tín dụng người khác truy cập vào tài khoản 15 Hệ thống thẻ tín dụng khơng đảm bảo an tồn 16 Tơi thích sử dụng thẻ tín dụng thường xuyên 17 Tôi thích sử dụng thẻ tín dụng để tốn cho lần mua hàng đặc biệt 18 Tơi thích sử dụng thẻ tín dụng khơng muốn tốn tiền mặt 19 Tơi dự dịnh đăng kí thẻ tín dụng hi Việc tiết lộ thơng tin cá nhân tốn thẻ tín dụng làm tơi cảm thấy bất an ep 13 w n lo ad 14 ju y th yi pl n ua al n va ll fu oi m at nh z z vb III Phần C – Thông tin cá nhân k jm ht Phần liên quan đến thông tin cá nhân Xin Anh/ Chị cho biết số thông tin sau để phục vụ cho việc phân loại so sánh nhóm đối tượng khảo sát Nam gm Giới tính Nữ l.c – – - 60 a Lu – om Nhóm tuổi Trình độ học vấn Cao đẳng n va Sau đại học Thu nhập hàng tháng (VNĐ/tháng) từ triệu đến 12 triệu từ 12 triệu đến 18 triệu nhiều 18 triệu 65 th triệu y te re Đại học n Phổ thông trung học t to ng hi ep CẢM ƠN ANH CHỊ ĐÃ THAM GIA KHẢO SÁT - w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th 66 t to ng hi ep APPENDIX C: Histogram, Normal Regression & Scatter plot of Dependent w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm Figure B1: Histogram of Use n a Lu n va y te re th 67 t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb Figure B2: Normal Plot of Use om l.c gm n a Lu n va y te re th 68 t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht om l.c gm n a Lu n va y te re th 69 vb Figure B3: Scatter Plot of Use