Nghiên cứu sự hài lòng của khách hàng về chất lượng dịch vụ tiền gửi tại ngân hàng nông nghiệp và phát triển nông thôn việt nam trên địa bàn thành phố hồ chí minh

- LÊ MINH TRANG MINH Tp - LÊ MINH TRANG MINH Chuyên ngành : Tài Ngân hàng : 60340201 PGS.TS Tp Lê Minh Trang 1.1.1 1.1.2 1.1.3 10 10 11 12 1.3.1 12 1.3.2 13 1.3.2.1 Mơ hình SERVQUAL (Parasuraman 13 1.3.2.2 Mơ hình SERVPERF (Cronin Taylor, 1992) 14 15 16 16 1.3.3.2 18 20 20 21 ng 1.5 khách hàng 21 22 23 23 26 27 BÀN TPHCM 29 29 30 32 32 32 2.2.4 33 Nông Thô 34 34 2.3.2 34 35 2.3.2.2 36 38 2.4 39 TPHCM 41 2.5.1 Mơ hình 2.5.1.1 2.5.1 2.5 41 41 42 43 2.5 43 2.5 43 2.5 48 2.5.3.1 2.5 2.5.3.3 P 2.5 2.5.3.5 Phâ 48 49 51 56 57 2.5.3.6 Phân 62 2.5 63 2.5 ngân TPHCM 65 2.5 65 2.5 67 2.5.4.3 Nguyên nhân 69 72 74 74 a 75 TPHCM t 76 3.3.1 Nâng 76 79 80 83 83 3.3.6 Nâng cao 84 85 85 86 87 88 ACB : Ngân hàng TMCP Á Châu Agribank ATM : Automated Teller Machine CLDV CLDVTG EDC KBNN NHNN NHTM NHTMCP PGD POS SPDV TCKT TCTD TPHCM VIP : 2.5: KMO and Bartlett's Test Total Variance Explained 2.11: Model Summaryb b Hình 2.1: NL2 371 180 360 389 146 GI3 168 141 199 158 880 GI2 271 193 263 800 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 2: 2a: 842 Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 3.762E3 Df 325 Sig .000 2b: Total Variance Explained Compo nent Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % Total % of Variance Cumulative % 8.018 30.838 30.838 8.018 30.838 30.838 2.898 2.450 1.736 1.543 1.265 1.123 11.146 9.423 6.677 5.937 4.864 4.318 41.983 51.406 58.083 64.020 68.884 73.202 2.898 2.450 1.736 1.543 1.265 1.123 11.146 9.423 6.677 5.937 4.864 4.318 41.983 51.406 58.083 64.020 68.884 73.202 820 3.154 76.356 722 2.778 79.135 10 610 2.345 81.480 11 575 2.212 83.691 12 495 1.905 85.596 13 464 1.785 87.381 14 421 1.619 89.000 15 386 1.486 90.486 16 349 1.341 91.828 17 332 1.276 93.103 18 307 1.183 94.286 19 276 1.063 95.349 20 255 981 96.330 21 232 891 97.222 22 194 746 97.968 23 174 669 98.637 24 156 599 99.236 25 117 451 99.687 26 081 313 100.000 Extraction Method: Principal Component Analysis 2c: Rotated Component Matrixa Component HH1 838 835 134 HH2 555 HH5 527 NL5 120 105 HH3 845 HH4 865 HH6 125 161 -.127 383 157 155 426 875 207 129 836 NL1 NL4 149 209 821 151 176 149 195 115 268 NL3 780 163 192 191 DC3 541 336 118 -.216 DC1 848 223 131 DC2 845 209 150 DC5 117 153 826 185 DC4 105 192 732 182 TC1 199 TC3 230 129 132 151 810 179 146 806 116 TC2 121 167 151 792 TC4 160 236 119 614 184 DU1 146 125 815 DU2 237 171 364 782 DU3 229 147 171 DM2 170 189 137 155 737 856 DM1 122 130 197 109 811 150 GI3 165 144 191 147 883 GI2 270 196 257 805 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 3: 3a: KMO and Bartlett's 816 Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 3.283E3 Df 231 Sig .000 3b: Compon ent Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % 7.082 2.542 2.394 1.668 1.355 1.164 1.068 32.193 11.556 10.883 7.581 6.160 5.291 4.856 32.193 43.749 54.632 62.213 68.373 73.664 78.520 619 2.812 81.332 550 2.498 83.830 10 498 2.266 86.096 11 418 1.900 87.996 12 391 1.779 89.776 13 356 1.618 91.394 14 319 1.450 92.844 15 302 1.371 94.215 16 288 1.309 95.524 17 237 1.077 96.601 18 206 936 97.537 19 180 816 98.354 20 162 737 99.091 Total 7.082 2.542 2.394 1.668 1.355 1.164 1.068 % of Variance 32.193 11.556 10.883 7.581 6.160 5.291 4.856 Cumulative % 32.193 43.749 54.632 62.213 68.373 73.664 78.520 21 118 537 99.628 22 082 372 100.000 Extraction Method: Principal Component Analysis 3c: Rotated Component Matrixa Component NL5 885 NL1 864 NL4 818 NL3 811 119 163 197 174 196 126 131 208 135 104 270 105 135 883 HH6 190 135 HH1 858 HH3 139 840 HH4 134 124 149 102 837 DC2 864 184 144 DC1 861 198 144 DC5 142 114 834 176 142 DC4 164 108 720 169 149 TC1 203 829 111 TC3 233 TC2 176 144 801 155 795 104 DU1 130 107 222 100 151 842 DU2 180 136 180 128 205 801 DU3 261 171 149 GI3 167 139 158 897 GI2 276 202 226 824 DM2 152 174 135 DM1 142 126 195 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations .726 146 863 137 853 4: 4a: KMO and Bartlett's Test 675 Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 152.954 df Sig .000 4b: Total Variance Explained Total Variance Explained Initial Eigenvalues Compo nent Total % of Variance Extraction Sums of Squared Loadings Cumulative % 1.967 65.556 65.556 584 19.476 449 14.968 % of Variance 1.967 Cumulative % 85.032 Total 65.556 100.000 Extraction Method: Principal Component Analysis 4c: Component Matrixa Component Matrixa Component CL2 841 CL3 811 CL1 776 Extraction Method: Principal Component Analysis a components extracted 1: 65.556 Correlations CL CL HH DC TC 535** 353** 554** 562** 399** 488** 413** 000 000 000 000 000 000 000 234 Pearson Correlation NL 234 234 234 234 234 234 234 535** 268** 307** 477** 302** 441** 332** 000 000 000 000 000 000 Sig (2-tailed) N NL Pearson Correlation DU GI DM Sig (2-tailed) 000 N 234 234 234 234 234 234 234 234 353** 268** 224** 222** 174** 215** 171** Sig (2-tailed) 000 000 001 001 007 001 009 N 234 234 234 234 234 234 234 234 554** 307** 224** 334** 415** 350** 374** Sig (2-tailed) 000 000 001 000 000 000 000 N 234 234 234 234 234 234 234 234 562** 477** 222** 334** 265** 434** 312** Sig (2-tailed) 000 000 001 000 000 000 000 N 234 234 234 234 234 234 234 234 399** 302** 174** 415** 265** 174** 156* Sig (2-tailed) 000 000 007 000 000 008 017 N 234 234 234 234 234 234 234 234 488** 441** 215** 350** 434** 174** 317** Sig (2-tailed) 000 000 001 000 000 008 N 234 234 234 234 234 234 234 234 DM Pearson Correlation 413** 332** 171** 374** 312** 156* 317** Sig (2-tailed) 000 000 009 000 000 017 000 N 234 234 234 234 234 234 234 HH DC TC DU GI Pearson Correlation Pearson Correlation Pearson Correlation Pearson Correlation Pearson Correlation 000 234 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) Model Summaryb Model Summaryb Std Error of the Model R R Square Adjusted R Square Estimate Durbin-Watson .757a 559 573 1.817 39074 a Predictors: (Constant), DM, DU, HH, GI, TC, DC, NL b Dependent Variable: CL ANOVAb ANOVAb Model Sum of Squares df Mean Square F Regression 46.234 6.605 Residual 34.505 226 80.739 000a 153 Total Sig 233 43.261 a Predictors: (Constant), DM, DU, HH, GI, TC, DC, NL b Dependent Variable: CL Coefficientsa Coefficientsa Unstandardized Coefficients Model Standardized Coefficients B Std Error (Constant) 119 119 036 HH 105 DC t 224 NL Beta Collinearity Statistics Sig Tolerance VIF 530 596 180 3.337 001 650 1.539 038 128 2.784 006 894 1.118 261 053 259 4.904 000 678 1.474 TC 173 038 243 4.599 000 677 1.476 DU 106 047 112 2.276 024 782 1.278 GI 082 032 134 2.570 011 698 1.434 DM 086 043 099 2.012 045 783 1.278 a Dependent Variable: CL 5: ABSRES1 Spearman ABSR Correlation Coefficient Sig (2-tailed) HH DC TC 1.000 -.004 003 020 048 -.079 -.002 -.008 947 959 765 467 NL DU 229 GI 981 DM 898 's rho ES1 NL N Correlation Coefficient 234 234 234 234 234 234 234 234 -.004 1.000 314** 324** 486** 319** 468** 344** Sig (2-tailed) 000 000 000 234 234 234 234 234 234 234 234 Correlation Coefficient 003 314** 1.000 232** 232** 197** 225** 216** 959 000 000 000 002 001 001 234 234 234 234 234 234 234 234 Correlation Coefficient 020 324** 232** 1.000 302** 417** 328** 413** 765 000 000 000 000 000 000 N 234 234 234 234 234 234 234 234 Correlation Coefficient 048 486** 232** 302** 1.000 246** 437** 315** Sig (2-tailed) 467 000 000 000 000 000 000 N 234 234 234 234 234 234 234 234 -.079 319** 197** 417** 246** 1.000 171** 187** Sig (2-tailed) 229 000 002 000 000 009 004 N 234 234 234 234 234 234 234 234 -.002 468** 225** 328** 437** 171** Sig (2-tailed) 981 000 001 000 000 009 000 N GI 000 Sig (2-tailed) DU 000 N TC 000 Sig (2-tailed) DC N HH 947 234 234 234 234 234 234 234 234 216** 413** 315** 187** 319** 1.000 Correlation Coefficient Correlation Coefficient 1.000 319** -.008 Sig (2-tailed) 898 000 001 000 000 004 000 N DM 344** 234 234 234 234 234 234 234 234 Correlation Coefficient ** Correlation is significant at the 0.01 level (2-tailed) : -TEST, ANOVA Independent Samples Test Levene's Test for Equality of Variances F CL Equal variances assumed t-test for Equality of Means Sig t Std Error Difference Equal variances not assumed 187 232 852 01464 07840 183 2.108 148 Sig (2Mean tailed) Difference df 189.922 855 01464 07994 ANOVA CL Sum of Squares df Mean Square Between Groups 47.178 11.795 Within Groups 33.560 229 80.739 80.481 Sig .147 Total F 000 233 ANOVA CL Sum of Squares Df Mean Square Between Groups 59.757 14.939 Within Groups 20.982 229 80.739 163.051 Sig .092 Total F 000 233 ANOVA CL Sum of Squares df Mean Square F Sig Between Groups 33.707 8.427 Within Groups 47.032 229 205 Total 80.739 41.030 000 233 ANOVA CL Sum of Squares df Mean Square Between Groups 56.354 14.089 Within Groups 24.385 229 106 Total 80.739 233 : F 132.308 Sig .000 DESCRIPTIVES VARIABLES=NL1 NL3 NL4 NL5 NL /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation NL1 234 2.00 5.00 3.8291 99173 NL3 234 2.00 5.00 3.8803 1.07777 NL4 234 1.00 5.00 3.8632 94851 NL5 234 2.00 5.00 3.8974 95733 NL 234 2.00 5.00 3.8675 89201 Valid N (listwise) 234 DESCRIPTIVES VARIABLES=HH1 HH3 HH4 HH6 HH /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation HH1 234 1.00 5.00 3.5214 80873 HH3 234 1.00 5.00 3.4957 84532 HH4 234 1.00 5.00 3.4573 81318 HH6 234 2.00 5.00 3.5769 82638 HH 234 1.75 5.00 3.5128 71604 Valid N (listwise) 234 DESCRIPTIVES VARIABLES=DC1 DC2 DC4 DC5 DC /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation DC1 234 2.00 5.00 3.6624 66915 DC2 234 2.00 5.00 3.7009 69659 DC4 234 2.00 5.00 3.8504 64776 DC5 234 2.00 5.00 3.8205 68228 DC 234 2.00 5.00 3.7585 58406 Valid N (listwise) 234 DESCRIPTIVES VARIABLES=TC1 TC2 TC3 TC /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation TC1 234 2.00 5.00 3.8803 1.02469 TC2 234 2.00 5.00 3.8462 90885 TC3 234 2.00 5.00 4.0427 91617 TC 234 2.00 5.00 3.9231 82623 Valid N (listwise) 234 DESCRIPTIVES VARIABLES=DU1 DU2 DU3 DU /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation DU1 234 2.00 5.00 3.8547 74999 DU2 234 1.00 5.00 3.7479 82899 DU3 234 2.00 5.00 3.7051 67657 DU 234 2.00 5.00 3.7692 62221 Descriptive Statistics N Minimum Maximum Mean Std Deviation DU1 234 2.00 5.00 3.8547 74999 DU2 234 1.00 5.00 3.7479 82899 DU3 234 2.00 5.00 3.7051 67657 DU 234 2.00 5.00 3.7692 62221 Valid N (listwise) 234 DESCRIPTIVES VARIABLES=GI2 GI3 GI /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation GI2 234 2.00 5.00 3.6795 98260 GI3 234 2.00 5.00 3.6838 1.04532 GI 234 2.00 5.00 3.6816 95731 Valid N (listwise) 234 DESCRIPTIVES VARIABLES=DM1 DM2 DM /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation DM1 234 1.00 5.00 3.6282 76583 DM2 234 1.00 5.00 3.6966 71603 DM 234 1.00 5.00 3.6624 67395 Valid N (listwise) 234 DESCRIPTIVES VARIABLES=CL1 CL2 CL3 CL /STATISTICS=MEAN STDDEV MIN MAX Descriptive Statistics N Minimum Maximum Mean Std Deviation CL1 234 1.00 5.00 3.5855 70799 CL2 234 2.00 5.00 3.6368 67488 CL3 234 2.00 5.00 3.6581 79874 CL 234 2.00 5.00 3.6268 58866 Valid N (listwise) 234 ... b Hình 2.1: ngân hàng? ngân hàng hàng khách hàng cá nhân Phát phân tích phân tích t hàng khác khách hàng : ngân hàng ngân hàng Valarie hàng hàng 6 g T a 8 T iên ngân hàng ngân hàng 1.1.3.1... phép khách hàng Thành công Social ( - BOCHK quan tâm BOCHK góp cho , Performance ( thành tích Integrity (Liêm) - trì Tơn - khu Teamword (l , thành công 25 DBS Group Holdings (DBS): - - ATM thông... 2013 2.3.2.3 2011 39 T p theo sát m , 40 mơn cao thái chi phí sách t gian làm 41 khách hàng t h , , khách hàng ngân hàng TPHCM 2.5 2.5