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B GIÁO D O t to ng I H C KINH T TP HCM hi ep w n lo ad ju y th yi pl H A NGUY N THANH NGUYÊN n ua al n va fu NG ll GI I PHÁP NÂNG CAO CH oi m nh NT at D CH V NGÂN HÀN T I z z vb k jm ht NGÂN HÀNG TMCP Á CHÂU om l.c gm LU an Lu n va ey t re B GIÁO D O t to I H C KINH T TP HCM ng hi ep w n H A NGUY N THANH NGUYÊN lo ad ju y th yi NG pl GI I PHÁP NÂNG CAO CH ua al NT n D CH V NGÂN HÀN n va T I ll fu NGÂN HÀNG TMCP Á CHÂU oi m at nh z z k jm ht vb C S KINH T om l.c gm LU H NG n va PGS.TS an Lu NG D N KHOA H C: ey t re t to ng hi ep i c ph w nt t ng d ch v ngân i pháp nâng cao ch n lo ad ju y th yi pl n ua al n va ll fu oi m at nh H a Nguy n Thanh Nguyên z z k jm ht vb om l.c gm an Lu n va ey t re t to ng hi ep L w M CL C n VI T T T lo DANH M C CÁC CH ad ju y th DANH M C CÁC B NG BI U, HÌNH V - yi pl va n fu ll n ua al oi m - at nh z z jm ht vb k n t n t 1.1.2.2 ey t re 1.1.2.1 n va 1.1.2 -4 an Lu 1.1.1.2 D ch v - om 1.1.1.1 l.c 1.1.1 gm 1.1 t to 1.1.3 -6 1.1.4 -8 ng hi m c a d ch v ep m c a d ch v - 10 w 1.1.5 - 11 n lo ad 1.1.5.1 Internet Banking: - 11 ju y th 1.1.5.2 Home Banking: - 11 yi 1.1.5.3 Phone Banking: - 12 pl 1.1.5.4 Mobile Banking: 12 ua al 1.1.5.5 Call Center/Contact center: 13 n va 1.1.5.6 Kiosk ngân hàng: - 13 n - 14 ll m - 18 oi 1.2 fu 1.1 nh at - 18 z z vb - 19 k jm ht l.c gm ACB - 22 25 om an Lu n va 26 2.1.2 - 26 ey 26 t re - 26 t to 26 ng hi - 29 ep 29 w n - 31 lo 2.2.2 ad 2.2.3 - 31 ju y th yi qua 31 pl ua al 2.3 n khách hàng: - 36 va n - 36 ll fu m oi - 37 nh at 37 z ng): - 38 z 2.3.2.2 Nghiên c u th c (Nghiên c vb jm ht - 41 k 2.3.3.1 Th ng kê mô t - 41 gm 42 l.c 2.3.3.3 Phân tích nhân t khám phá EFA (exploratory factor analysis) - 44 om an Lu 47 50 va n 2.4 ey t re 52 2.4.1 ACB 52 2.4.2 t to 53 ng 2.4.3 - 54 hi ep 55 w n lo ad y th ju CHÂU 56 yi pl n ua al Châu: - 56 va n TMCP Á Châu: - 57 fu 57 ll 3.2.1 oi m 3.2.2 - 64 nh at - 65 z z 66 vb - 67 jm ht 3.2.5 k 3.2.6 gm i l.c ACB: - 70 om - 71 an Lu 74 ey B NG CÂU H I KH O SÁT CHÍNH TH C t re B NG CÂU H I TH O LU N n TÀI LI U THAM KH O va - 75 NG KÊ MÔ T t to ng hi ep I QUY B I w n lo ad PH L T CH C C I C y th PH N Á CHÂU KINH DOANH C ju PH L C 9: K T QU N 2008 -2012 yi pl PH L C 10: CÁC GÓI D CH V al D CH V NGÂN N N 2009 -2012 n HÌNH THÀNH NGÂN HÀNG TMCP Á CHÂU ll fu PH L C 12: L CH S KINH DOANH T va T n T L C 11: K T QU ua PH ACBONLINE NT T I ACB oi m PH L C 13: CÁC S N PH at nh z z k jm ht vb om l.c gm an Lu n va ey t re t to ng hi ep w n ACB lo ad EFA y th KHCN : Khách hàng cá nhân ju KHDN yi KMO : Kaiser : Khách hàng doanh nghi p pl n ua al Meyer - Olkin n va ll fu NHTM oi m NHNN nh PGD/CN : Phòng giao d ch/Chi nhánh at z SPSS z k jm ht TMCP : Tài kho n ti n g i toán vb TK TGTT om l.c VIP gm TP.HCM an Lu n va ey t re t to ng hi ep Hình 1.1 ng d ch v nt w n Hình 1.2: Mơ hình nghiên c u lo ad Hình 2.1 d ng d ch v y th ju S ng khách hàng s d ng d ch v n t c a ACB yi giai n t t i ACB n 2009 2012 pl al 2012 n n 2009 n t c a ACB ua B ng 2.3: K t qu kinh doanh d ch v n va n 2009 2012 oi at nh 2.6: T l s d ng c c s n ph m d ch v i ACB z Bi m ll d ch c a d ch v fu B ng 2.4: T l doanh s giao d ch c a s n ph m t ng doanh s giao z Hình 2.8: Mơ hình nghiên c u t ng h p k jm ht vb 2.7 om l.c gm an Lu n va ey t re ad ju y th yi pl n ua al n va at nh z Rotation Sums of Squared Loadings Total % of Cumulative Variance % 5.101 23.187 23.187 2.651 12.050 35.237 2.303 10.467 45.704 2.243 10.196 55.900 1.929 8.770 64.670 z k jm ht vb om l.c gm an Lu va n y te re ac th si 6.436 2.847 1.984 1.632 1.329 775 721 714 599 566 537 510 484 461 413 387 385 317 276 244 oi 10 11 12 13 14 15 16 17 18 19 20 m ll Total Initial Eigenvalues % of Cumulative Variance % 29.254 29.254 12.939 42.193 9.016 51.210 7.418 58.628 6.043 64.670 3.524 68.194 3.278 71.472 3.245 74.717 2.724 77.442 2.573 80.014 2.441 82.455 2.318 84.773 2.200 86.973 2.097 89.070 1.876 90.946 1.757 92.703 1.750 94.453 1.439 95.892 1.255 97.147 1.109 98.256 fu Component Total Variance Explained Extraction Sums of Squared Loadings Total % of Cumulative Variance % 6.436 29.254 29.254 2.847 12.939 42.193 1.984 9.016 51.210 1.632 7.418 58.628 1.329 6.043 64.670 eg cd jg hg ad ju y th yi pl ua al n 21 197 895 99.151 22 187 849 100.000 Extraction Method: Principal Component Analysis n va oi m ll fu at nh z z k jm ht vb om l.c gm an Lu va n y te re ac th si eg cd jg hg thu c t to ng hi ep KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 729 Adequacy Approx Chi-Square 342.687 Bartlett's Test of df Sphericity Sig .000 Total Variance Explained Compone Initial Eigenvalues Extraction Sums of Squared nt Loadings Total % of Cumulative Total % of Cumulative Variance % Variance % 2.472 82.403 82.403 2.472 82.403 82.403 338 11.266 93.669 190 6.331 100.000 Extraction Method: Principal Component Analysis 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 an Lu Component Matrixa Compone nt HL1 913 HL2 931 HL3 878 Extraction Method: Principal Component Analysis a components extracted n va ey t re I QUY B I t to ng Ki nh Pearson hi ep Correlations FAC1_ FAC2_ FAC3_N FAC4_ FAC5_ FAC1_ TC HQ LPV PU LH HL w n lo Pearson 000 000 FAC1_ Correlation TC Sig (2-tailed) 1.000 1.000 N 189 189 189 Pearson 000 000 FAC2_ Correlation HQ Sig (2-tailed) 1.000 1.000 N 189 189 189 Pearson 000 000 FAC3_ Correlation NLPV Sig (2-tailed) 1.000 1.000 N 189 189 189 Pearson 000 000 000 FAC4_ Correlation PU Sig (2-tailed) 1.000 1.000 1.000 N 189 189 189 Pearson 000 000 000 FAC5_ Correlation LH Sig (2-tailed) 1.000 1.000 1.000 N 189 189 189 Pearson 433** 374** 258** FAC1_ Correlation HL Sig (2-tailed) 000 000 000 N 189 189 189 ** Correlation is significant at the 0.01 level (2-tailed) ad ju y th yi pl n ua al 000 433** 1.000 189 1.000 189 000 189 000 000 374** 1.000 189 1.000 189 000 189 000 000 258** 1.000 189 1.000 189 000 189 000 338** 189 1.000 189 000 189 000 264** 189 000 189 338** 264** 000 189 000 189 189 n va 000 ll fu oi m at nh z z ht vb k jm 1.000 189 om l.c gm an Lu n va ey t re Phân tích h i quy b i t to ng hi ep Model Summary Model R R Adjust Std Change Statistics Squar ed R Error of R F df1 df2 Sig F e Squar the Square Chang Change e Estimate Change e 6585632 50.09 760a 578 566 578 183 000 a Predictors: (Constant), FAC5_LH, FAC4_PU, FAC3_NLPV, FAC2_TC, FAC1_HQ w n lo ad ju y th yi ANOVAa Model Sum of df Mean F Squares Square Regression 108.632 21.726 50.095 Residual 79.368 183 434 Total 188.000 188 a Dependent Variable: FAC1_HL b Predictors: (Constant), FAC5_LH, FAC4_PU, FAC3_NLPV, FAC2_TC, FAC1_HQ pl Sig ua al 000b n n va ll fu oi m nh at Coefficientsa Standardiz ed Coefficien ts Beta Toleranc e VIF l.c gm 000 1.000 433 9.023 000 1.000 1.000 374 7.791 000 1.000 1.000 258 5.371 000 1.000 1.000 338 264 7.027 5.489 000 000 1.000 1.000 1.000 1.000 om an Lu n va ey t re FAC1_H 433 048 Q 374 048 FAC2_TC FAC3_NL 258 048 PV FAC4_PU 338 048 FAC5_LH 264 048 a Dependent Variable: FAC1_HL k 048 jm 5.438E017 Collinearity Statistics ht (Constant) Std Error Sig vb B t z Unstandardized Coefficients z Model ad ju y th yi pl n ua al n va Mean Std Error at nh Std Deviat ion oi N Descriptives m ll fu FAC1_HL z Minim um Maxi mum z 95% Confidence Interval for Mean Lower Upper Bound Bound tren 10 trieu 20 trieu 92 tren 20 trieu gm om l.c 1.0000 07273930 -.1434901 0000 1434901 an 0E-7 1.477 70 1.780 50 ac th 1.4228362 1.780 50 y te 51506 98153 37098703 -.3927089 36 942 1.177 94 re 4716525 1.780 50 n 0684640 Lu 189 k Total 27005 97344 10148841 82 259 -.1390355 1.7526 1.7526 1.7526 1.4513 1.7526 va 52 jm tu - duoi 10 trieu 1119848 ht 38 vb duoi trieu 1.0525 23398 17074843 -.5799536 6404 44 85167 37614 11810547 -.6132488 067 22 si eg cd jg hg t to Test of Homogeneity of Variances FAC1_HL Levene df1 df2 Sig Statistic 676 185 568 ng hi ep w ANOVA n FAC1_HL lo ad Sum of Squares ju y th Mean Square F 18.004 6.001 169.996 185 919 Sig 6.531 000 yi pl al 188.000 188 n ua Between Groups Within Groups Total Df n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re Post Hoc Tests t to ng hi ep Multiple Comparisons Dependent Variable: FAC1_HL Tukey HSD (I) thu (J) thu nhap Mean Std Error Sig nhap Difference (I-J) 95% Confidence Interval Lower Upper Bound Bound w n lo ad ju y th yi 899 -.3882203 035 -.9832723 -.0248130 pl n ua al 232 -1.7712182 899 -.6725357 6725357 2731220 3882203 n va 001 -1.0773653 -.2150355 ll fu 100 -1.8917426 035 0248130 oi m 001 1093309 9832723 2150355 1.0773653 at nh z 915 -1.2193945 7293836 232 -.2731220 1.7712182 z -.1093309 1.8917426 915 -.7293836 1.2193945 k jm ht vb 100 om l.c gm tu - duoi 14215773 20457893 10 trieu duoi tren 10 trieu trieu -.50404265* 18484984 - 20 trieu tren 20 trieu -.74904809 39427438 duoi trieu -.14215773 20457893 tu - duoi tren 10 trieu -.64620038* 16631016 10 trieu - 20 trieu tren 20 trieu -.89120582 38592990 duoi trieu 50404265* 18484984 tren 10 tu - duoi trieu - 20 64620038* 16631016 10 trieu trieu tren 20 trieu -.24500543 37584414 duoi trieu 74904809 39427438 tu - duoi tren 20 89120582 38592990 10 trieu trieu tren 10 trieu 24500543 37584414 - 20 trieu * The mean difference is significant at the 0.05 level an Lu n va ey t re ad ju y th yi pl ng niên PH N Á CHÂU (Ngu n ua al IC CH C C T n va PH L 2012) oi m ll fu at nh z z k jm ht vb om l.c gm an Lu va n y te re ac th si eg cd jg hg PH L C 9: K T QU KINH DOANH C N 2008 -2012 t to ng hi ep 2008 2009 2010 2011 2012 105,306 167,724 205,103 281,019 176,308 w n lo ad 59% 22% 37% -37% y th 91,174 134,479 183,132 234,503 159,500 ju yi pl 47% al 62,358 28% -32% 87,195 102,809 102,815 n ua 34,833 36% n va 40% 18% 0% 2,838 3,102 4,203 1,043 9% 35% -75% ll fu 79% oi m 2,561 at nh 11% ng niên 2012) z (Ngu z k jm ht vb om l.c gm an Lu n va ey t re PH L C 10: CÁC GÓI D CH V ACBONLINE t to (Ngu n: http://www.acb.com.vn/nhdt/acbodn/nhdtdn.htm) ng hi ep CÁC GÓI D CH V ACBONLINE DÀNH CHO KHCN w n lo ad Tên gói ju y th yi pl va Gói n ua al online) n VND/ngày cho fu ll Khơng oi m at nh z z vb VND/ngày (OTP SMS, OTP k jm ht VND/ngày Gói an Lu vàng om l.c gm Token, OTP Ma n va ey t re CÁC GÓI D CH V ACBONLINE DÀNH CHO KHDN t to ng hi ep w n lo ju yi pl n n va ll fu Gói oi m Token) , , ua al at nh z z y th Gói ad , Gói k jm ht vb om l.c gm an Lu n va ey t re CÁC GÓI D CH V MOBILE SERVICE DÀNH CHO KHCN t to H n m c chuy n kho n ng hi Tên gói c ep d ch v Tài kho n th xác th c Tài kho n th ng tin c y ng ng w (*) n lo ad M t kh u Chuy n kho n cho ch tài ng/ ngày kho n, không gi i h n h n m c ju y th Gói chu n yi Ch nt pl al ng (OTP ng/ ua SMS, OTP n Gói b c n va Token, OTP ng/ ll fu Matrix) oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re PH L C 11: K T QU KINH DOANH T D CH V NGÂN HÀNG NT T N 2009 -2012 (Ngu nh k ho a ACB t 2009 - 2012) t to ng ACB ONLINE hi 2009 2010 2011 2012 ep % g so g so 2010 160 % 1,04 8% 1,15 8% 2011 % w n lo 2009 ad 74,430 1,902 % 193,518 8,546 203,526 2,282 % 2,337,444 12,782 600 % 160,798 yi 3,717 pl ju y th hàng 1,826 346,739 4,978,755 355,364 79% 113 % 121 % n ua al 2010 2011 n va MOBILE SERVICE 2009 2012 % g so g so 2010 2011 ll fu % oi m 2009 at nh 5,325 6,280 18 % 7,734 14,509 16,105 11 % 20,454 2,264 2,235 -1.28% 14,205 z hàng 9,590 24% 27 % 536 % 26,590 30% 17,756 25% z 23 % k jm ht vb 2010 2011 2012 % l.c 2009 gm SMS SERVICE % om g so 2010 1,897 58 % 2,535 34% 3,401 3,876 14 % 4,500 5,806 29% 789 1,509 91.25% 3,345 16 % 122 % 4,001 20% ey 22 % t re 1,198 n 980 va hàng 2011 an Lu g so 2009 t to PHONE SERVICE 2009 2010 2011 2012 ng % g so g so 2010 237 % 385 % 174 % 2011 hi % ep 2009 w n lo hàng ad ju y th 123 320 160 % 1,078 250 660 164 % 3,201 560 1,098 96.07% 3,009 1,189 10% 3,400 6% 3,590 19% yi pl CALL CENTER al 2009 2010 2011 2012 % g so g so 2010 2011 n ua % va tiêu n fu 2009 ll oi m 30 % 4,501 6,590 46 % 176 238 35.23% 4,546 9,976 z 2,459 at 1,897 nh hàng z 546 85 % 7,759 71% 51 % 129 % 11,032 11% 764 40% 2010 jm ht vb 2009 2011 31,207 230,757 2,375,575 5,615 17,862 639 % 218.11 % 181,903 367,812 5,025,583 381,475 76% 112 % 110 % ey t re 208,773 n 603 % va 84,687 2011 an Lu 12,042 g so om hàng 2010 147 % 929 % 918 % % l.c khách gm g so 2009 2012 k %
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