Các yếu tố ảnh hưởng đến xu hướng sử dụng dịch vụ ngân hàng điện tử tại Vietinbank Luận văn thạc sĩ

NGÂN HÀNG VIETINBANK -NGÂN HÀNG o VietinBank, V Trang 9 10 1.3 Các hình thái phát tri c a d v 1.3.1.Brochure-ware 10 1.3.2.E-commerce 10 1.3.3.E-business 10 1.3.4.E-bank (Enterprise) 11 11 1.4.Các d ch 11 1.4.1.Call cen 12 1.4.2 Phone bankin 12 1.4.3 Mobile banki 12 1.4.4.Home12 1.4.5.Internet13 13 1.5 M s ích c a d ch so ngân hàng truy n th n 14 14 14 16 - Theory of Planned Behaviour Technology Aceptance Model) 17 19 28 28 30 32 32 33 33 1.6.3.3.3 33 33 34 34 34 38 39 39 39 40 40 41 41 47 50 50 2.1.5.1.1.Internet-Banking 50 51 2.1.5.1.2.Home-bankin 51 51 2.1.5.1.4.Mobile53 2.1.5.1.5.K qu kinh doanh h n NH 57 57 57 57 59 59 60 60 60 60 60 60 60 61 61 61 61 61 2.2 62 62 63 63 63 64 64 66 68 68 68 69 69 khác 70 70 70 tác khác 70 71 71 73 CH 74 74 77 77 78 78 78 79 80 ACB AGRIBANK ANZ ATM BANKNET BIDV DV EAB Á HSBC : Ngân hà NHNN NHTM POS SACOMBANK: Ngân hàng SMARTLINK SD TAM (Technology Acceptance Model ) TMCP TPB (Theory of planned behavior ): TRA (Theory of reasoned action VIETINBANK VINAPAY VCB (Vietcombank): VNBC WAP (Wireless Application Protocol) : ông dây Internet WTO STT Tên bình quân theo hình th c khác So sánh phí giao d So sánh chi phí t cho vi m khách hàng Trang 13 13 19 26 35 44 49 49 52 So sánh ti n ích d ngân hàng TMCP khác So sánh m t s s n p m N ngân hàng khác Nam 10 11 12 13 qu kinh doanh Mobile banking t n h 2008 c a Vietinbank VietinBank m nBank ng Home tháng 09/2009 s banking 53 54 54 55 VietinBank 14 62 15 16 65 66 17 2.11 67 Item Statistics Mean Std Deviation N V8.INFO1-Nhì 2.77 975 479 V8.INFO2- 2.86 962 479 V4.PE3 - 2.96 901 479 2.98 932 479 3.01 905 479 V4.PE2-Tôi d dàng ng V4.PE1 -thanh toán Item-Total Statistics Scale Mean if Scale Cronbach's Variance if Corrected Item Item Deleted Deleted Item-Total Squared Alpha if Multiple Item Correlation Correlation Deleted V8.INFO1- 11.81 10.969 725 531 917 V8.INFO2- 11.72 10.543 822 707 897 V4.PE3 - 11.62 10.842 834 711 895 11.60 10.939 778 644 906 11.57 10.894 818 698 898 V4.PE2-Tôi d dàng ng V4.PE1 -thanh toán Correlations V19.EI-Xu V20.F1 - V20.F2 V20.F3 - V19.EI- Pearson Correlation 676** 617** 536** 322** 000 000 000 000 479 479 479 479 479 676** 354** 355** 263** 000 000 000 Sig (1-tailed) N V20.F1 - Pearson Correlation V20.F4- Sig (1-tailed) N 479 479 479 617** 354** 356** 299** 000 000 000 000 479 479 479 479 479 536** 355** 356** 112** Sig (1-tailed) 000 000 000 N 479 479 479 479 479 322** 263** 299** 112** Sig (1-tailed) 000 000 000 007 N V20.F4- 479 N V20.F3 - 479 Sig (1-tailed) V20.F2 - 000 479 479 479 479 Pearson Correlation Pearson Correlation Pearson Correlation 007 quan ** Correlation is significant at the 0.01 level (1-tailed) 479 G Variables Entered/Removedb Variables Model Variables Entered Removed V20.F4- - Method Enter a V20.F2 a All requested variables entered b Dependent Variable: V19.EI- Model Summaryb Change Statistics Adjusted R Std Error of the Model R 820a R Square 672 Square Estimate 669 R Square Change 35607741 a Predictors: (Constant), V20.F4- Sig F F Change 672 df1 242.906 df2 - Durbin- Change Watson 474 000 - - b Dependent Variable: V19.EI- ANOVAb Model Sum of Squares Regression Residual Total a Predictors: (Constant), V20.F4b Dependent Variable: V19.EI- df Mean Square 123.194 30.798 60.099 474 F Sig .000a 127 183.293 478 - 1.686 242.906 - Coefficientsa Unstandardized Standardized Coefficients Coefficients Collinearity Statistics Std Model B Error (Constant) 519 264 018 V20.F2 - 248 V20.F3 - t 084 V20.F1 - Beta Sig Tolerance VIF 446 15.071 000 788 1.269 021 351 11.700 000 771 1.298 022 244 8.354 000 811 1.232 059 quan 000 185 V20.F4- 6.181 023 072 2.582 010 881 1.135 a Dependent Variable: V19.EI- Collinearity Diagnosticsa Variance Proportions V20.F1 - V20.F2 - V20.F3 - V20.F4- Condition Model Dimension Eigenvalue 1 4.799 1.000 00 00 00 00 00 070 8.259 00 17 00 19 61 058 9.065 02 83 08 21 03 044 10.433 03 00 89 28 09 029 12.954 94 00 03 32 27 a Dependent Variable: V19.EI- Index (Constant) Residuals Statisticsa Minimum Predicted Value Maximum Mean Std Deviation N 1.6697357 4.0161886 2.8385525 50766822 479 -.81071037 1.20648587 00000000 35458441 479 Std Predicted Value -2.302 2.320 000 1.000 479 Std Residual -2.277 3.388 000 996 479 Residual a Dependent Variable: V19.EI- PHÂN TÍCH ANOVA Descriptives V19.EI- 95% Confidence Interval for Mean Lower N Mean Bound Std Deviation Std Error Upper Bound Minimum Maximum 95 2.0561404 46548135 04775738 1.9613170 2.1509637 1.33333 4.66667 Có 384 3.0321181 48578126 02478992 2.9833767 3.0808594 2.00000 4.66667 Total 479 2.8385525 61923915 02829376 2.7829570 2.8941481 1.33333 4.66667 Test of Homogeneity of Variances V19.EI- Levene Statistic df1 1.621 df2 Sig 477 204 ANOVA V19.EI- Sum of Squares Between Groups df Mean Square 72.544 72.544 Within Groups 110.749 477 232 Total 183.293 478 F 312.448 Sig .000 Descriptives V19.EI- 95% Confidence Interval for Mean Std N Mean Deviation Lower Std Error Bound Upper Bound Minimum Maximum 89 2.9475655 59437361 06300348 2.8223594 3.0727717 1.66667 4.66667 - 283 2.7279152 59563861 03540704 2.6582196 2.7976108 1.33333 4.66667 - 99 3.0303030 64257650 06458137 2.9021434 3.1584627 1.33333 4.66667 3.1666667 61721340 21821789 2.6506634 3.6826700 2.66667 4.66667 479 2.8385525 61923915 02829376 2.7829570 2.8941481 1.33333 4.66667 Total Test of Homogeneity of Variances V19.EI- Levene Statistic df1 658 df2 Sig 475 578 ANOVA V19.EI- Sum of Squares Between Groups df Mean Square 9.023 3.008 Within Groups 174.269 475 367 Total 183.293 478 F Sig 8.198 000 Descriptives V19.EI- 95% Confidence Interval for Mean Std N Mean Lower Deviation Bound Std Error Upper Bound Minimum Maximum 79 2.7269270 3.0536637 1.33333 4.66667 2.8265683 56642637 03440795 2.7588263 2.8943103 1.33333 4.66667 2.7448980 59743825 06035038 2.6251192 2.8646768 1.33333 4.66667 31 3.1075269 75712466 13598360 2.8298113 3.3852424 1.66667 4.66667 479 Total 08205973 98 - 72936283 271 - 2.8902954 2.8385525 61923915 02829376 2.7829570 2.8941481 1.33333 4.66667 Test of Homogeneity of Variances V19.EI- Levene Statistic df1 2.046 df2 Sig 475 107 ANOVA V19.EI- Sum of Squares Between Groups df Mean Square 3.353 1.118 Within Groups 179.940 475 379 Total 183.293 478 F Sig 2.950 032 Descriptives V19.EI- 95% Confidence Interval for Mean Std N Mean Lower Deviation Bound Std Error Upper Bound Minimum Maximum 67 48199920 05888557 1.8824312 2.1175688 1.33333 3.66667 401 2.9443059 48927540 02443325 2.8962723 2.9923395 1.33333 4.66667 11 4.0909091 57909717 17460437 3.7018663 4.4799519 3.00000 4.66667 479 Total 2.0000000 2.8385525 61923915 02829376 2.7829570 2.8941481 1.33333 4.66667 Test of Homogeneity of Variances V19.EI- Levene Statistic 4.150 df1 df2 Sig 476 016 ANOVA V19.EI- T Sum of Squares Between Groups df Mean Square 68.849 34.425 Within Groups 114.443 476 240 Total 183.293 478 F 143.182 Sig .000 Descriptives V19.EI- 95% Confidence Interval for Mean Std N HSSV Mean Lower Deviation Std Error Upper Bound Bound Minimum Maximum 35 09058669 2.9301914 3.2983800 1.66667 4.33333 2.1111111 86845193 25070048 1.5593231 2.6628991 1.33333 3.66667 308 2.8268398 60785161 03463556 2.7586867 2.8949930 1.33333 4.66667 88 2.9469697 53459230 05698773 2.8337004 3.0602390 1.33333 4.66667 36 2.6481481 66640206 11106701 2.4226701 2.8736262 1.66667 4.66667 479 Total 53591811 12 Nhân viên/Chuyên viên 3.1142857 2.8385525 61923915 02829376 2.7829570 2.8941481 1.33333 4.66667 Test of Homogeneity of Variances V19.EI- Levene Statistic 3.128 df1 df2 Sig 474 015 ANOVA V19.EI- Sum of Squares Between Groups df Mean Square 11.393 2.848 Within Groups 171.900 474 363 Total 183.293 478 F Sig 7.854 000 Descriptives V19.EI- 95% Confidence Interval for Mean Std N Mean Lower Deviation Std Error Upper Bound Bound Minimum Maximum 46 2.8188406 49043454 07231063 2.6731995 2.9644817 2.00000 4.33333 72 2.8240741 66894499 07883592 2.6668797 2.9812684 1.33333 4.66667 22 2.6666667 39840954 08494120 2.4900218 2.8433116 2.00000 3.66667 205 2.8097561 63667180 04446709 2.7220821 2.8974301 1.33333 4.66667 Khác 134 2.9253731 63012880 05443484 2.8177031 3.0330431 1.33333 4.33333 Total 479 2.8385525 61923915 02829376 2.7829570 2.8941481 1.33333 4.66667 DNNN Test of Homogeneity of Variances V19.EI- Levene Statistic df1 3.816 df2 Sig 474 005 ANOVA V19.EI- Sum of Squares Between Groups df Mean Square 1.863 466 Within Groups 181.429 474 383 Total 183.293 478 F Sig 1.217 303 Descriptives V19.EI- 95% Confidence Interval for Mean Std N Mean Deviation Lower Std Error Upper Bound Bound Minimum Maximum 205 54250738 03789036 2.7805776 2.9299915 1.33333 4.66667 156 2.7542735 68061977 05449319 2.6466284 2.8619187 1.33333 4.66667 92 3.0144928 59487646 06202016 2.8912973 3.1376882 1.66667 4.66667 26 2.5897436 73821221 14477533 2.2915732 2.8879140 1.66667 4.66667 479 - 2.8552846 2.8385525 61923915 02829376 2.7829570 2.8941481 1.33333 4.66667 - Total Test of Homogeneity of Variances V19.EI- Levene Statistic df1 3.553 df2 Sig 475 014 ANOVA V19.EI- Sum of Squares Between Groups df Mean Square 5.623 1.874 Within Groups 177.670 475 374 Total 183.293 478 F Sig 5.011 002 Descriptives 95% Confidence Interval for Mean Lower N V20.F1 Std Deviation Std Error Bound Bound Minimum Maximum 2.1526316 82358237 08449777 1.9848593 2.3204039 1.16667 5.00000 384 3.4913194 92042541 04697026 3.3989676 3.5836713 1.16667 5.00000 Total 479 3.2258177 1.04772412 04787174 3.1317526 3.3198827 1.16667 5.00000 95 2.3929825 80185799 08226889 2.2296356 2.5563293 1.33333 4.66667 Có 384 3.3064236 79489184 04056415 3.2266673 3.3861799 1.66667 5.00000 Total 479 3.1252610 87501864 03998062 3.0467015 3.2038205 1.33333 5.00000 95 2.3894737 79646475 08171556 2.2272255 2.5517218 1.60000 5.00000 Có 384 3.0468750 76632153 03910618 2.9699853 3.1237647 1.60000 5.00000 Total V20.F3 95 Có V20.F2 - Mean Upper 479 2.9164927 81494886 03723596 2.8433263 2.9896591 1.60000 5.00000 95 2.0982 80904 08301 1.9334 2.2631 1.00 4.00 Có 384 2.7214 70034 03574 2.6511 2.7916 1.00 5.00 Total 479 2.5978 76392 03490 2.5292 2.6664 1.00 5.00 - - V20.F4- Test of Homogeneity of Variances Levene Statistic df1 df2 Sig V20.F1 - 11.672 477 001 V20.F2 - 1.567 477 211 V20.F3 - 3.169 477 076 V20.F4- 3.076 477 080 ANOVA Sum of Squares V20.F1 df Mean Square 136.483 388.230 477 524.713 478 - Between Groups 63.545 63.545 302.439 477 634 Total 365.984 478 - Between Groups 32.914 32.914 Within Groups 284.546 477 597 Total 317.460 478 29.570 29.570 Within Groups 249.379 477 523 Total 278.949 478 Sig .814 Within Groups V20.F4- Total V20.F3 136.483 Within Groups V20.F2 - Between Groups F Between Groups 167.690 000 100.221 000 55.176 000 56.559 000 ... - Khách hàng có VietinBank VietinBank - VietinBank VietinBank sau: , , ý 6- - VietinBank SPSS K VietinBank thơng VietinBank VietinBank VietinBank nói - - - 1: 1.2 àng Ngoài d c ngân hàng truy... có th vào toán v i ngân hàng Tuy nhiên v i internet ngân hàng m ngân hàng nh ng kênh phân ph ngân hàng Bên c phó khách hàng m banking ngân hàng, mang s cung c , cho phép khách hàng phịng cơng ty... ch v i ngân hàng b qua website c website khác k m t h d lúc V ng s mua hàng th c ngân hàng máy tính ro p m vi toàn c s ph nhà, ch phòng, Internet, khách hàng s ph m, ngân hàng thơng khách hàng