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BỘ GIÁO DỤC VÀ ĐÀO TẠO NGÂN HÀNG NHÀ NƯỚC VIỆT NAM TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP HỒ CHÍ MINH NGUYỄN THỊ NHƯ Ý CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN QUYẾT ĐỊNH SỬ DỤNG DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ CỦA KHÁCH HÀNG CÁ NHÂN TẠI THÀNH PHỐ HỒ CHÍ MINH KHĨA LUẬN TỐT NGHIỆP CHUN NGÀNH: TÀI CHÍNH – NGÂN HÀNG MÃ SỐ: 7340201 TP HỒ CHÍ MINH, NĂM 2018 Tai ngay!!! Ban co the xoa dong chu nay!!! BỘ GIÁO DỤC VÀ ĐÀO TẠO NGÂN HÀNG NHÀ NƯỚC VIỆT NAM TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP HỒ CHÍ MINH NGUYỄN THỊ NHƯ Ý CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN QUYẾT ĐỊNH SỬ DỤNG DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ CỦA KHÁCH HÀNG CÁ NHÂN TẠI THÀNH PHỐ HỒ CHÍ MINH KHĨA LUẬN TỐT NGHIỆP CHUN NGÀNH: TÀI CHÍNH – NGÂN HÀNG MÃ SỐ: 7340201 NGƯỜI HƯỚNG DẪN KHOA HỌC THS NGUYỄN THỊ MỸ HẠNH TP HỒ CHÍ MINH, NĂM 2018 HD: Ths Nguyễn Thị Mỹ Hạnh SVTH: Nguyễn Thị Như Ý SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh T h h h h h ị h hư hị h h h h h h h h hh h hư h h h h h h h N h h ị h h h h N hư h h h hh h h h N h h h h h h h h h h h h h h h h h hh h ị h h h h h ị h ị h h h h h h h h h h h h h h h ị h h h h h hị h h ị h h h h h h h h h h h h h h h h ị h h ị h N h h h h h h h h N ị h h ị h hư h h h h h N ạ h ị h ị h hị h h hh h h hh h hư ị h hư hư ị h h h h h h h h h h h h h ị h h h hh hư h h h h N c h ị h h h hư h hh ị h h hư h i h ị h hư h h h h h h h hạ h ư h h hư h h h ị h h hh SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh hư h h h h ị h ư h h h h h hư h ị h h h ị h h h h h hh h h ị h h h h hư h h hh h h h hh h h ị h ị h h h h h h h h hư ị h h hư ị h h hh h h ị h h h ị h h ị h h h hư h h hh h h h h h h ii ị h ị h h hh h h h h ị h h ị h SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh ABSTRACT The boom of technology in recent years has led to the continuos development of financial organizations and also technological businesses in the way changing the approach to customers as well as diversifying products and services to them Especially in the banking sector, the role of commercial banks become more important as the Internet is increasingly popular In order to survive and develop in the most competitive market, commercial banks are forced to improve more than ever and Internet Banking is an striking example of the application of information technology to the banking system The Internet Banking is also known as online banking, e-banking or virtual banking that helps people to find out information about their bank account, check the balance and provide convenient tools to make the transactions more quickly, easily and safely In addition to, it not only controls financial efficiency but saves time, effort, cost as well On the side of the bank, Internet Banking becomes an indispensable strategy that commercial banks need to deploy as soon as possible that not only to create efficiency in business operations, satisfy diverse customer needs but also to catch up the pace of development and the trend in times, thereby strengthening the position of the bank in the market It is undeniable that Internet Banking is one of utility services in this era, but it also faces to many difficulties and challenges Particularly in Viet Nam, although commercial banks are making efforts to develop and try to perfect it everyday, the number of people making a belive to use Internet Banking is still limited, the frequency is low There are many reasons why customers are not trust, unfaithful to use Internet Banking in long term such as concerns about safety, security of online service, not trusting on service quality or simply they have no information about how to use it Therefore, there should be recognition about which fators affects to the decision to use Internet Banking of an individual so iii SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh commercial banks will make a strategy easily to reach their target customers and direct them to accept to use it There have been many studies in the country and around the world to indentify which basic factors affecting to final customer decision, but human factors vary from country to country and Ho Chi Minh city residents have it own characteristics Urban residents who are very dynamic, high education standard with the great potential of Internet Banking so based on inheriting and absorbing many previous researchs and results, I h f h h w h f w h ff h f h ff f h living in Ho Chi Minh city and the level of influence of each factor The author base on secondary and primary data source to conduct the research The object of a survey is the preparation of interviewing customes who have known and used Internet Banking in a period of time in Ho Chi Minh city At the end, there are 200 suitable survey forms The author builds a research model based on TAM model with three factors (Percieve usefulness; Perceived ease of use; Attitude), adding two new factors (Perceived risk on system use; Social influence ) with demographic variables (Age; Gender; Income; Occupation; Education level; Residence; Time and experience using the Internet) and a dependent variable (Decision of use) Based on the proposed research model, the author built a scale, made hypotheses and tested the scale The research results show that the factors that have a direct impact on the decision to use Internet Banking service and influential demographic variables make the difference of the target groups iv SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh oan: Nh h K h h h hư h h N h h h ễ h hị ỹ h h h h h h h hị h h h hư hạ h h h v h h h 2018 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh h hị h ỹ h h h h h h h h h h h h h hạ h h h h h h hư h h h h hư h h h h vi h N h y h h h h N ễ h h hạ h h h h SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh i ABSTRACT iii v vi x xi 1.1 1.2 1.3 1.4 1.5 1.6 2.1 2.1.1 2.1.2 ernet Banking 10 2.1.3 11 2.1.4 12 2.2 14 2.2.1 14 2.2.2 19 vii SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh h ị 3.3 h h h ị h 3.4 h ị h h 3.5 h h ị h N h 4.1 ị h h h 4.2 ị h h h h h h ị ị h 4.3 4.4 ị h h 81 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh h h h hư ị h 5.1 ị h ị h 5.2 h h ị h 5.3 h h h h Internet Banking ị h 6.1 h h ị h h 82 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh hư ị h h h ị h 6.2 h h ị h Internet h h 6.3 h h h h h h h h h 6.4 h ị h Internet Banking 83 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh q1 Valid Frequency 94 Percent Valid Percent 47.0 47.0 106 53.0 53.0 Total 200 100.0 100.0 Cumulative Percent 47.0 100.0 q2 Valid Frequency Percent Valid Percent 43 21.5 21.5 Cumulative Percent 21.5 42 21.0 21.0 42.5 41 20.5 20.5 63.0 46 23.0 23.0 86.0 28 14.0 14.0 100.0 200 100.0 100.0 Total 84 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh q3 Valid Frequency Percent Valid Percent 14 7.0 7.0 Cumulative Percent 7.0 53 26.5 26.5 33.5 63 31.5 31.5 65.0 31 15.5 15.5 80.5 39 19.5 19.5 100.0 200 100.0 100.0 Total q4 Valid Frequency Percent Valid Percent 34 17.0 17.0 Cumulative Percent 17.0 58 29.0 29.0 46.0 59 29.5 29.5 75.5 49 24.5 24.5 100.0 200 100.0 100.0 Total 85 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh q5 Valid Frequency Percent Valid Percent 35 17.5 17.5 Cumulative Percent 17.5 34 17.0 17.0 34.5 61 30.5 30.5 65.0 70 35.0 35.0 100.0 200 100.0 100.0 Total q6 Valid Frequency Percent Valid Percent 52 26.0 26.0 Cumulative Percent 26.0 57 28.5 28.5 54.5 51 25.5 25.5 80.0 40 20.0 20.0 100.0 200 100.0 100.0 Total 86 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh Frequency Percent Valid Percent 167 83.5 83.5 Valid Cumulative Percent 83.5 18 9.0 9.0 92.5 15 7.5 7.5 100.0 200 100.0 100.0 Total q16 Valid 50 25.0 29.9 53.3 39 19.5 23.4 76.6 39 19.5 23.4 100.0 167 83.5 100.0 33 16.5 200 100.0 Total Missing System Total Frequency Percent Valid Percent 39 19.5 23.4 Cumulative Percent 23.4 87 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh Reliability Statistics Cronbach's Alpha N of Items 0.926 Item-Total Statistics HD1 Scale Mean if Item Deleted 13.51 Scale Variance if Item Deleted 14.844 HD2 13.43 HD3 Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 0.786 0.914 14.940 0.820 0.907 13.57 14.709 0.828 0.905 HD4 13.62 15.091 0.807 0.909 HD5 13.66 15.333 0.792 0.912 Reliability Statistics Cronbach's Alpha N of Items 0.915 88 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh Item-Total Statistics SD1 Scale Mean if Item Deleted 13.62 Scale Variance if Item Deleted 11.795 SD2 13.59 SD3 Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 0.789 0.894 11.138 0.879 0.875 13.69 12.046 0.726 0.907 SD4 13.49 11.729 0.832 0.886 SD5 13.70 12.151 0.691 0.915 Reliability Statistics Cronbach's Alpha N of Items 0.890 Item-Total Statistics RR1 Scale Mean if Item Deleted 9.92 Scale Variance if Item Deleted 10.848 RR2 9.92 9.923 0.799 0.850 RR3 9.80 11.038 0.705 0.872 RR4 9.84 11.214 0.741 0.865 Corrected Item-Total Cronbach's Alpha Correlation if Item Deleted 0.745 0.863 89 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh RR5 9.85 10.882 0.677 0.879 Reliability Statistics Cronbach's Alpha N of Items 0.883 Item-Total Statistics TD1 Scale Mean if Item Deleted 10.42 Scale Variance if Item Deleted 5.592 TD2 10.44 5.805 0.748 0.849 TD3 10.39 5.807 0.752 0.847 TD4 10.38 5.563 0.768 0.840 Corrected Item-Total Cronbach's Alpha Correlation if Item Deleted 0.716 0.862 Reliability Statistics Cronbach's Alpha 0.899 90 N of Items SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh Item-Total Statistics XH1 Scale Mean if Item Deleted 7.37 Scale Variance if Corrected Item Item-Total Deleted Correlation 2.806 0.823 XH2 7.37 2.697 0.823 0.837 XH3 7.42 2.857 0.758 0.893 Cronbach's Alpha if Item Deleted 0.838 Reliability Statistics Cronbach's Alpha N of Items 0.812 Item-Total Statistics QD1 Scale Mean if Item Deleted 11.12 Scale Variance if Item Deleted 5.188 QD2 11.15 QD3 QD4 Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 0.677 0.744 5.334 0.632 0.765 11.24 5.015 0.613 0.773 11.19 4.946 0.610 0.776 91 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx ChiSquare df Bartlett's Test of Sphericity Sig 0.913 3592.339 325 0.000 22 Rotated Component Matrixa Component HD3 0.874 HD4 0.848 HD2 0.844 HD5 0.833 HD1 0.804 SD2 0.890 SD4 0.854 SD1 0.808 SD3 0.777 SD5 0.771 92 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh RR2 0.834 RR4 0.790 RR5 0.782 RR1 0.764 RR3 0.742 TD3 0.825 TD4 0.808 TD2 0.738 TD1 0.711 XH1 0.870 XH2 0.827 XH3 0.795 QD1 0.784 QD4 0.664 QD3 0.302 QD2 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Rotation converged in iterations 93 0.617 0.600 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh Model Summaryb Model R R Square 723a 0.523 Std Adjusted R Error of Square the Estimate 0.511 DurbinWatson 0.51172 1.763 a Predictors: (Constant), XH, HD, SD, RR, TD b Dependent Variable: QD ANOVAa Model Sum of Squares df Mean Square F Sig Regression 55.749 11.150 42.579 000b Residual 50.801 194 0.262 Total 106.550 199 a Dependent Variable: QD b Predictors: (Constant), XH, HD, SD, RR, TD 94 SVTH: Nguyễn Thị Như Ý HD: Ths Nguyễn Thị Mỹ Hạnh Coefficientsa Unstandardized Standardized Coefficients Coefficients Collinearity Statistics B 1.464 Std Error 0.342 HD 0.137 0.043 0.180 3.217 0.002 0.785 1.274 SD 0.169 0.050 0.196 3.386 0.001 0.737 1.356 RR -0.140 0.054 TD 0.228 XH 0.210 Model (Constant) Beta t Sig Tolerance 4.281 0.000 -0.155 VIF 0.683 1.464 0.059 - 0.011 2.577 0.243 3.858 0.000 0.053 0.234 3.949 0.000 0.700 1.428 95 0.621 1.610