FACTORS AFFECTING CUSTOMER INTENTION OF DEPOSITING IN COMMERCIAL BANKS IN HO CHI MINH CITY

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business PHẠM THỊ MINH HẰNG FACTORS AFFECTING CUSTOMERS’ CHOICE OF BANKS TO DEPOSIT ID 22120010 MASTER OF BUSINESS (Honours) SUPERVISOR: DINH THAI HOANG, Ph.D Ho Chi Minh City – Year 2014 TIEU LUAN MOI download : skknchat@gmail.com ACKNOWLEDGEMENT I would not have been able to complete my thesis without the advice, assistance, understanding and encouragement of my supervisors, my family and my friends I would like to gratefully and sincerely acknowledge their assistance and support First of all, the most important person I would like to thank is my supervisor, Dr Dinh Thai Hoang Thanks to his valuable advice and generous guidance throughout the process of completing this thesis Secondly, I would like to express my gratefulness to Dr Nguyen Dinh Tho and Dr Nguyen Thi Mai Trang for their kindness in supporting me to deal with issues in Research Design problem Also, I would like to send my kindest gratefulness to my family, my mom, my dad and my sister in supporting me, encouraging me throughout the hard time of completing my thesis Furthermore, I would like to thank all of the staff at International School of Business – University of Economics Ho Chi Minh City who are always enthusiastic and give me a lot of administrative support, assistance and understanding Finally, I would like to give my gratefulness to all my classmates who have been sharing with me all their knowledge and experience as well as joys and hardship during MBA course I would not complete my thesis without their support In brief, it has been a long journey and I have grown in so many ways I would like to say “thank you” again for the involvement of everyone who has helped me to complete this thesis TIEU LUAN MOI download : skknchat@gmail.com ABSTRACT The priority task of not only bankers but also the economists in Vietnam is to attract more surplus capital into the bank channel to provide for the whole economy Accomplishing this task can help pushing enterprises into investing more, and expending business more, which attributes into boosting the whole national economy, especially in the context when interest rate of deposit is less attractive Based on the literature reviewed in the bank selection criteria, this study empirically investigates the main factors influencing customers’ choice of banks to deposit in Vietnam A quantitative method via questionnaire survey was used to obtain the views of approximately 250 customers who are having or used to have deposit in banks in Ho Chi Minh City regarding their decision whether to choose this bank to deposit or not Logistic Regression analysis was used to test the proposed hypothese to investigate the relationship between customer’s choice and the influencing factors derived According to the findings of this research, Comfortable and Financial benefits make a positive impact on Customers’ choice of banks to deposit The results of this research are important for bankers in managerial implications to enhance and improve their competitiveness, in other words, to allure and retain more deposit, which will ultimately result in more profitability to Banks and boosting more capital to the Economy Keywords: Deposit, Customers’ choice, Bank selection criteria TIEU LUAN MOI download : skknchat@gmail.com Table of Content CHAPTER INTRODUCTION 1.1 Research Background 1.2 Research Problem and Research Objective 1.2.1 Research problem 1.2.2 Research objective 1.3 Scope of Research 1.4 Significance of Research 1.5 Research Structure CHAPTER LITERATURE REVIEW 2.1 Review on Customer choice of banks 2.2 Hypothesis development 2.2.1 Security 2.2.2 Financial benefits 2.2.3 Service quality 2.2.4 Convenience 2.2.5 Bank image 10 2.2.6 Demography 11 2.3 Research Model 12 CHAPTER RESEARCH METHODOLOGY 13 3.1 Data Sources 13 3.2 Research process 13 3.3 Sample Size 16 3.4 Measurement Scale 17 3.5 Data Analysis Method 19 3.5.1 Reliability measure 20 i TIEU LUAN MOI download : skknchat@gmail.com 3.5.2 Validity measure by EFA (Exploratory Factor Analysis) 20 3.5.3 Logistic regression analysis 21 CHAPTER DATA ANALYSIS AND RESULTS 23 4.1 Descriptive stastistics survey results 23 4.1.2 Preparation data 23 4.1.3 Characteristics of the sample population 26 4.2 Reliability of measurement instruments 27 4.3 Validity of measurement instruments 30 4.3.1 Suitability of data 32 4.3.2 Factor extraction 32 4.3.3 Factor rotation 33 4.4 Logistic Regression analysis 39 4.4.1 Introduction 39 4.4.2 Computing variables 40 4.4.3 Assumption for Logistic Regression 40 4.4.4 Testing hypotheses 40 4.4.5 Controlling variables 44 4.5 Conclusion 45 CHAPTER CONCLUSIONS AND IMPLICATIONS 47 5.1 Research Overview 47 5.2 Research Findings 47 5.3 Managerial Implications 49 5.4 Research Limitations and Directions for Future Research 49 APPENDIX OPEN QUESTIONS FOR DRAFT SURVEY 59 APPENDIX QUESTIONNAIRE 60 APPENDIX EFA RESULT OF VARIABLES…………………………………….65 ii TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY List of Figures Figure 2.1 Conceptual framework………………………………………………… .12 Figure 3.1 Research process………………………………………………….…… …15 Figure 4.1 Re-constructed Conceptual framework…………………………………… 39 iii TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY List of Tables Table 3.1 Main factors affecting customers’ choice of banks to deposit………………17 Table 4.1 Coded factors……………………………………………………………… 24 Table 4.2 Sample summary……………………………………………….……… ….26 Table 4.3 Cronbach’s Alpha test results………………………………………….…….28 Table 4.4 KMO and Bartlett’s test…………………………………… …………….…32 Table 4.5 EFA Rotated Factor Matrix………………………………………………….33 Table 4.6 Re-run EFA KMO and Bartlett’s Test……………………………….………35 Table 4.7 Re-run EFA Rotated Factor Matrix………………………… …… ………35 Table 4.8 Re-run Cronbach’s Alpha test result………………… ……………………37 Table 4.9 Classification……………………………………………………… …… 41 Table 4.10 Variables not in the Equation……………………………………….…… 41 Table 4.11 Omnibus Test of Model Coefficients……………………………… …….41 Table 4.12 Model Summary………………………………………………………… 42 Table 4.13 Variables in the Equation…………………………………………….……43 Table 4.14 Control Variables in the Equation…………………………………… … 44 iv TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY 14/ Ngân hàng có dịch vụ gửi tiền thơng qua ngân hàng điện tử tiện lợi hoạt động 24/24 Bank offers online banking services 24/7 15/ Nhân viên niềm nở, thân thiện Bank’s employees are always hospitable 16/ Nhân viên phục vụ nhanh chóng, hiệu Bank’s employees provide prompt services 17/ Các thủ tục nhân viên hỗ trợ nhiệt tình (ví dụ: ghi bảng kê…) Depositing procedure is fully supported by Bank’s employees (e.g: filling in sheets…) 18/ Nhân viên hiểu rõ nhu cầu khách hàng đưa giải pháp tốt tư vấn Employees have good knowledge to render the services promised dependably and accurately 19/ Ngân hàng có nhiều hình thức khuyến mãi, quà tặng hấp dẫn Bank has attractive promotions and offers 20/ Trang thiết bị ngân hàng đại Bank with modern physical facilities and equipment 21/ Các mẫu, biểu trình bày rõ ràng, chuyên nghiệp Brochures are demonstrated professionally and clearly 22/ Không gian giao dịch tạo cho khách hàng cảm giác thoải mái The appearance of the banks creates comfortable atmosphere 23/ Thiết kế nội/ngoại thất thu hút Bank with attractive interior/exterior design Anh/chị có định tiếp tục lựa chọn ngân hàng đánh giá để gửi tiền không? 63 TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY Will you choose this bank to stay deposting or not?  Có  Khơng Yes No II/ THƠNG TIN CÁ NHÂN: PERSONAL INFORMATION Giới tính: Gender  Nam Male  Nữ Female Thu nhập: Income  Dưới 10 triệu đồng Less than 10 million  Trên 10 triệu đồng Over 10 million 64 TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY APPENDIX EFA RESULT OF VARIABLES Table EFA Correlations Choice Pearson Correlation Choice security 381 456 505 454 332 000 000 000 000 000 Sig (2-tailed) Security Financial Convenience Service bank image ** Financial ** Convenience ** Service ** bank Image ** N 254 254 254 254 254 254 Pearson Correlation 381** 549** 555** 558** 505** Sig (2-tailed) 000 000 000 000 000 N 254 254 254 254 254 254 Pearson Correlation 456** 549** 661** 640** 543** Sig (2-tailed) 000 000 000 000 000 N 254 254 254 254 254 254 Pearson Correlation 505** 555** 661** 686** 597** Sig (2-tailed) 000 000 000 000 000 N 254 254 254 254 254 254 Pearson Correlation 454** 558** 640** 686** 608** Sig (2-tailed) 000 000 000 000 N 254 254 254 254 254 254 Pearson Correlation 332** 505** 543** 597** 608** Sig (2-tailed) 000 000 000 000 000 N 254 254 254 254 254 000 254 ** Correlation is significant at the 0.01 level (2-tailed) 65 TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY Table EFA Total Variance explained Initial Eigenvalues Rotation Sums of Squared Loadings Factor Total % of Variance Cumulative % Total % of Variance Cumulative % 10.851 47.178 47.178 3.453 15.011 15.011 1.531 6.658 53.836 3.139 13.649 28.660 1.506 6.546 60.382 2.974 12.929 41.589 1.257 5.464 65.846 2.640 11.479 53.068 1.087 4.725 70.571 2.292 9.963 63.031 873 3.798 74.369 781 3.396 77.765 549 2.386 80.151 492 2.138 82.288 10 480 2.088 84.377 11 426 1.854 86.231 12 384 1.672 87.902 13 367 1.596 89.498 14 353 1.533 91.031 15 304 1.323 92.354 16 289 1.256 93.610 17 264 1.146 94.756 18 251 1.092 95.848 19 236 1.027 96.875 20 196 854 97.729 21 193 839 98.568 66 TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY 22 171 742 99.311 23 159 689 100.000 Extraction Method: Principal Axis Factoring Table EFA Communalities Initial security1 637 security2 511 security3 580 security4 585 financial benefits1 704 financial benefits2 694 financial benefits3 674 financial benefits4 602 financial benefits5 594 convenience1 639 convenience2 617 convenience3 484 convenience4 700 convenience5 594 service quality1 660 service quality2 753 service quality3 702 service quality4 676 service quality5 261 67 TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY image1 614 image2 640 image3 669 image4 616 Extraction Method: Principal Axis Factoring Table Re-run Total Variance Explained Initial Eigenvalues Rotation Sums of Squared Loadings Factor Total % of Variance Cumulative % Total % of Variance Cumulative % 9.760 48.800 48.800 4.882 24.410 24.410 1.490 7.449 56.249 2.813 14.063 38.473 1.466 7.329 63.577 2.675 13.377 51.850 1.246 6.229 69.806 2.158 10.788 62.639 964 4.821 74.627 633 3.166 77.794 546 2.728 80.522 464 2.321 82.843 445 2.226 85.068 10 401 2.006 87.074 11 370 1.851 88.925 12 346 1.731 90.656 13 298 1.490 92.146 14 276 1.378 93.524 15 258 1.291 94.815 16 255 1.273 96.088 68 TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY 17 237 1.183 97.271 18 205 1.027 98.297 19 173 867 99.164 20 167 836 100.000 Extraction Method: Principal Axis Factoring Table Re-run EFA Correlations Choice Pearson Correlation Choice security bank image comfortable Financial 381** 332** 526** 429** 000 000 000 000 Sig (2-tailed) Security bank image Comfortable Financial N 254 254 254 254 254 Pearson Correlation 381** 505** 616** 516** Sig (2-tailed) 000 000 000 000 N 254 254 254 254 254 Pearson Correlation 332** 505** 656** 513** Sig (2-tailed) 000 000 000 000 N 254 254 254 254 Pearson Correlation 526 616 656 652 Sig (2-tailed) 000 000 000 N 254 254 254 254 254 Pearson Correlation 429** 516** 513** 652** Sig (2-tailed) 000 000 000 000 N 254 254 254 254 ** 254 ** ** ** 000 254 ** Correlation is significant at the 0.01 level (2-tailed) 69 TIEU LUAN MOI download : skknchat@gmail.com FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY FACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITYFACTORS.AFFECTING.CUSTOMER.INTENTION.OF.DEPOSITING.IN.COMMERCIAL.BANKS.IN.HO.CHI.MINH.CITY