(LUẬN văn THẠC sĩ) research FDI customers satisfaction with products and services of techcombank, bac ninh branch

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN THỊ MINH PHƯƠNG RESEARCH FDI CUSTOMERS SATISFACTION WITH PRODUCTS AND SERVICES OF TECHCOMBANK BAC NINH BRANCH NGHIÊN CỨU SỰ HÀI LÒNG CỦA KHÁCH HÀNG DOANH NGHIỆP FDI VỚI SẢN PHẨM DỊCH VỤ CỦA NGÂN HÀNG TECHCOMBANK CHI NHÁNH BẮC NINH LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2018 TIEU LUAN MOI download : skknchat@gmail.com ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN THỊ MINH PHƯƠNG RESEARCH FDI CUSTOMERS SATISFACTION WITH PRODUCTS AND SERVICES OF TECHCOMBANK BAC NINH BRANCH NGHIÊN CỨU SỰ HÀI LÒNG CỦA KHÁCH HÀNG DOANH NGHIỆP FDI VỚI SẢN PHẨM DỊCH VỤ CỦA NGÂN HÀNG TECHCOMBANK CHI NHÁNH BẮC NINH Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: PGS.TS HỒNG ĐÌNH PHI Hà Nội - 2018 TIEU LUAN MOI download : skknchat@gmail.com DECLARATION The author confirms that the research outcome in the thesis is the result of author’s independent work during study and research period and it is not yet published in other’s research and article The other’s research result and documentation (extraction, table, figure, formulaand other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business, and the laws for above-mentioned declaration Hanoi, date of …… / …… /…… TIEU LUAN MOI download : skknchat@gmail.com ACKNOWLEDGEMENT I would like to express my deep gratitude to the teachers of the Hanoi school of Business and Management, Vietnam National University, especially the teachers who imparted to me a lot of knowledge and helped me Carry out this essay I would like to express sincere gratitude to Assoc Prof Hoang Dinh Phi has spent a lot of time, dedicated guidance, only told me during the course of the topic I would like to express my sincere thanks to Techcombank Bac Ninh and for helping me in collecting data and information needed for the study of this thesis I sincerely thank family, friends and colleagues for encouraging and supporting me in the process of study and research TIEU LUAN MOI download : skknchat@gmail.com TABLE OF CONTENTS ABBREVIATION i LIST OF TABLES ii LIST OF FIGURES iii INTRODUCTION .1 CHAPTER 1: THEORETICAL FRAMEWORK ON FDI ENTERPRISES AND SATISFACTION OF FDI ENTERPRISES TOWARDS THE PRODUCTS AND SERVICES OF COMMERCIAL BANKS 1.1 FDI enterprises 1.1.1 Concepts 1.1.2 Characteristics 1.2 Satisfaction of FDI enterprises towards the products and services of commercial banks 1.2.1 Concept and measurement of satisfaction 1.2.2 Characteristics of banking services 10 1.2.3 Research models of customer satisfaction towards the quality of commercial banks’ services 11 1.2.4 Proposed model of the study 17 1.3 Experience in improving the satisfaction of FDI enterprises of commercial banks and lessons for Techcombank - Bac Ninh Branch .18 1.3.1 Experience of some commercial banks 18 1.3.2 Lessons for Techcombank - Bac Ninh Branch 20 CHAPTER 2: REALITY OF SATISFACTION OF FDI ENTERPRISE CUSTOMERS TOWARDS PRODUCTS AND SERVICES OF TECHCOMBANK – BAC NINH BRANCH 22 2.1 Introduction of Techcombank – Bac Ninh Branch and FDI enterprises in Bac Ninh Province .22 2.1.1 Introduction of Techcombank – Bac Ninh Branch 22 TIEU LUAN MOI download : skknchat@gmail.com 2.1.2 Overview of industrial parks and FDI enterprises in Bac Ninh Province .26 2.1.3 Reality of exploiting FDI enterprise customers of Techcombank – Bac Ninh Province 30 2.2 Overall assessment of the satisfaction of FDI enterprise customers 60 2.2.1 Achievements 60 2.2.2 Limitations .60 2.2.3 Causes of limitations .61 CHAPTER 3: SOLUTIONS TO ENHANCE THE CUSTOMER SATISFACTION TOWARDS PRODUCTS AND SERVICES OF TECHCOMBANK – BAC NINH BRANCH 63 3.1 Development orientations and strategy of Techcombank - Bac Ninh Branch 63 3.1.1 General development orientation 63 3.1.2 Orientations for developing FDI enterprise customers 64 3.1.3 Development plan for 2017 .65 3.2 Solutions to improve the satisfaction of FDI enterprise customers at Techcombank - Bac Ninh Branch 65 3.2.1 Basis for proposing solutions 65 3.2.2 Contents of solutions .67 3.3 Recommendations 72 3.3.1 Recommendations to the State 72 3.3.2 Recommendations to the bank association 76 CONCLUSION 77 REFERENCES 79 APPENDIX .81 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch ABBREVIATION Abbreviation Meaning of acronym 3D Three-dimensional images UK United Kingdom IEC International Electrotechical Commission NAPAS JSC National Payment Services Joint stock company ISO International quality standard ATM Automated Teller Machine POS Point of Sale i TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch LIST OF TABLES Table 2.1: Industrial Parks in Bac Ninh Province .26 Table 2.2: Locations FDI enterprises in Bac Ninh Province 27 Table 2.3: Characteristics of FDI enterprises in Bac Ninh Province 29 Table 2.4: Products and services operated by Techcombank - Bac Ninh Branch 32 Table 2.5: Number of transaction offices of Techcombank – Bac Ninh Branch’s competitors 36 Table 2.6: Number of ATMs of competitors at industrial parks .38 Table 2.7: Strengths of competitors 40 Table 2.8: Gender 42 Table 2.9: Age 42 Table 2.10: Educational background 43 Table 2.11: Job positions 44 Table 2.12: Income of employees 45 Table 2.13: Reliability of the scale 46 Table 2.14 Convergence of the scale 48 Table 2.15: Correlation among factors .49 Table 2.16 Regression results 50 Table 2.17 Evaluation on Convenience 52 Table 2.18: Evaluation on Tangibles 53 Table 2.19: Evaluation on Serving Style of the staff .54 Table 2.20: Evaluation on Contact with customers 56 Table 2.21: Evaluation on Trust 57 Table 2.22: Evaluation on Image of the bank 58 Table 2.23: General evaluation on Customer satisfaction 59 ii TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Deleted Item Correlation Item Deleted Deleted hinhanh1 7.04 3.159 607 682 hinhanh2 6.93 3.191 627 658 hinhanh3 7.00 3.437 570 721 Reliability Statistics Cronbach's N of Alpha Items 773 chatluong1 chatluong2 chatluong3 chatluong4 chatluong1 chatluong2 chatluong3 chatluong4 Item Statistics Mean Std Deviation 3.66 535 3.35 570 3.64 538 3.40 564 N 337 337 337 337 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Deleted Item Correlation Item Deleted Deleted 10.39 1.757 604 705 10.70 1.700 589 712 10.41 1.819 545 735 10.65 1.739 567 724 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of df Sphericity Sig .798 4117.742 351 000 90 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch Total Variance Explained Compo Initial Eigenvalues Extraction Sums of nent Squared Loadings Total % of Cumulat Total % of Cumulat Varianc ive % Varianc ive % e e 3.871 14.336 14.336 3.871 14.336 14.336 3.479 12.885 27.220 3.479 12.885 27.220 3.125 11.575 38.796 3.125 11.575 38.796 2.839 10.513 49.309 2.839 10.513 49.309 2.533 9.382 58.690 2.533 9.382 58.690 2.044 7.570 66.260 2.044 7.570 66.260 734 2.717 68.977 704 2.608 71.585 649 2.403 73.988 10 631 2.338 76.327 11 562 2.081 78.407 12 544 2.016 80.424 13 504 1.866 82.290 14 499 1.849 84.139 15 441 1.634 85.773 16 434 1.608 87.381 17 421 1.561 88.941 18 393 1.456 90.397 19 375 1.389 91.786 20 365 1.351 93.137 21 345 1.278 94.415 22 319 1.181 95.597 23 295 1.094 96.691 24 279 1.032 97.723 25 238 880 98.604 26 213 788 99.392 27 164 608 100.000 Extraction Method: Principal Component Analysis Rotation Sums of Squared Loadings Total % of Cumulat Varianc ive % e 3.582 13.265 13.265 3.537 13.101 26.366 3.112 11.526 37.892 2.863 10.605 48.497 2.721 10.076 58.573 2.075 7.687 66.260 Component Matrixa 91 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch Component thuantien1 thuantien2 thuantien3 thuantien4 huuhinh1 525 huuhinh2 huuhinh3 594 huuhinh4 513 huuhinh5 huuhinh6 545 phongcach1 586 phongcach2 656 phongcach3 672 phongcach4 577 tiepxuc1 575 tiepxuc2 tiepxuc3 510 tiepxuc4 tiepxuc5 540 tinnhiem1 707 tinnhiem2 565 tinnhiem3 692 tinnhiem4 560 tinnhiem5 688 hinhanh1 hinhanh2 hinhanh3 Extraction Method: Principal Component Analysis a components extracted -.501 -.528 -.508 519 535 538 803 830 788 92 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch Rotated Component Matrixa Component 826 843 856 841 797 719 781 761 724 783 thuantien1 thuantien2 thuantien3 thuantien4 huuhinh1 huuhinh2 huuhinh3 huuhinh4 huuhinh5 huuhinh6 phongcach1 phongcach2 phongcach3 phongcach4 tiepxuc1 737 tiepxuc2 717 tiepxuc3 810 tiepxuc4 777 tiepxuc5 862 tinnhiem1 916 tinnhiem2 801 tinnhiem3 870 tinnhiem4 766 tinnhiem5 849 hinhanh1 hinhanh2 hinhanh3 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 788 815 871 795 827 839 808 93 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch Component Transformation Matrix Component 733 661 -.057 106 101 -.474 519 609 364 022 442 -.533 544 442 074 -.161 -.049 -.410 495 746 038 -.005 396 -.644 653 -.121 086 -.076 -.027 009 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Correlations thuantie huuhin phongca tiepxuc n h ch Pearson 029 056 098 Correlation thuantien Sig (2-tailed) 598 308 074 N 337 337 337 337 Pearson 029 018 041 Correlation huuhinh Sig (2-tailed) 598 745 455 N 337 337 337 337 Pearson 056 018 -.017 Correlation phongcach Sig (2-tailed) 308 745 756 N 337 337 337 337 Pearson 098 041 -.017 Correlation tiepxuc Sig (2-tailed) 074 455 756 N 337 337 337 337 Pearson 009 087 022 -.047 Correlation tinnhiem Sig (2-tailed) 870 109 687 392 N 337 337 337 337 Pearson 012 -.043 000 027 Correlation hinhanh Sig (2-tailed) 824 434 996 616 N 337 337 337 337 Pearson ** ** ** 571 365 352 348** Correlation chatluong Sig (2-tailed) 000 000 000 000 N 337 337 337 337 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) 030 -.046 154 -.040 012 986 tinnhie hinhan chatluo m h ng 009 012 571** 870 337 824 337 000 337 087 -.043 365** 109 337 434 337 000 337 022 000 352** 687 337 996 337 000 337 -.047 027 348** 392 337 616 337 000 337 055 403** 337 312 337 000 337 055 133* 312 337 337 014 337 403** 133* 000 337 014 337 337 94 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch Descriptive Statistics Mean Std Deviation chatluong 3.51 426 thuantien 3.52 919 huuhinh 3.63 718 phongcach 3.60 775 tiepxuc 3.50 761 tinnhiem 3.56 875 hinhanh 3.49 855 Pearson Correlation Sig (1-tailed) N chatluo ng chatluong 1.000 thuantien 571 huuhinh 365 phongcach 352 tiepxuc 348 tinnhiem 403 hinhanh 133 chatluong thuantien 000 huuhinh 000 phongcach 000 tiepxuc 000 tinnhiem 000 hinhanh 007 chatluong 337 thuantien huuhinh phongcach tiepxuc tinnhiem hinhanh 337 337 337 337 337 337 N 337 337 337 337 337 337 337 Correlations thuantie huuhin phongca tiepxuc tinnhie hinhan n h ch m h 571 365 352 348 403 133 1.000 029 056 098 009 012 029 1.000 018 041 087 -.043 056 018 1.000 -.017 022 000 098 041 -.017 1.000 -.047 027 009 087 022 -.047 1.000 055 012 -.043 000 027 055 1.000 000 000 000 000 000 007 299 154 037 435 412 299 373 228 054 217 154 373 378 343 498 037 228 378 196 308 435 054 343 196 156 412 217 498 308 156 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 337 95 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch Variables Entered/Removeda Model Variables Variables Entered Removed Method hinhanh, phongcach, tiepxuc, Enter huuhinh, thuantien, tinnhiemb a Dependent Variable: chatluong b All requested variables entered Model Summaryb Mo R del R Adjusted Std Error Change Statistics Squar R of the R F e Square Estimate Square Chan Change ge 886a 784 781 199 784 df1 Durbin- df2 Sig F Watson Change 200.1 73 330 000 a Predictors: (Constant), hinhanh, phongcach, tiepxuc, huuhinh, thuantien, tinnhiem b Dependent Variable: chatluong ANOVAa Model Sum of df Mean Square F Sig Squares Regression 47.761 Residual 13.123 330 Total 60.884 336 7.960 200.173 000b 040 a Dependent Variable: chatluong b Predictors: (Constant), hinhanh, phongcach, tiepxuc, huuhinh, thuantien, tinnhiem 96 TIEU LUAN MOI download : skknchat@gmail.com 1.757 (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch (LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch(LUAN.van.THAC.si).research.FDI.customers.satisfaction.with.products.and.services.of.techcombank bac.ninh.branch