B GIÁO D O I H C KINH T THÀNH PH H CHÍ MINH - TRI U QU C PHÚ CÁC Y U T N QUY NH G I TI N TI T KI M C A KHÁCH HÀNG T I CÁC NGÂN HÀNG TH NG M I VI T NAM A BÀN THÀNH PH LU TP H Chí Minh - H CHÍ MINH B GIÁO D O I H C KINH T THÀNH PH H CHÍ MINH - TRI U QU C PHÚ CÁC Y U T N QUY NH G I TI N TI T KI M C A KHÁCH HÀNG T I CÁC NGÂN HÀNG TH NG M I VI T NAM A BÀN THÀNH PH H CHÍ MINH Chun ngành : Tài Ngân hàng : 60340201 LU ng d n khoa h c: PGS TS PH TP H Chí Minh - L I CAM u c a riêng Các s li u, k t qu nêu lu c có ngu n g c rõ ràng Tác gi lu TRI U QU C PHÚ M CL C 10 1 M c 1.1 1.2 10 10 10 11 11 12 13 13 1.2.5.8 Nhóm y 1.3 1.3 1.3.4.3 14 14 15 17 17 17 18 19 22 22 23 23 25 1.5 28 28 30 31 TP.HCM 32 2.1 32 2.2 33 2.2 33 34 37 37 38 39 39 40 i 40 41 42 42 2.3 43 43 44 44 49 49 2.3.3.1 T 49 51 55 2.3.3.4 Phân tích t 58 60 61 3.1 61 3.2 TP.HCM 62 62 66 68 69 71 73 74 75 77 3.3 78 3.4 78 80 81 81 82 83 84 DANH M C CÁC CH NH VI T T T Ngân hàng CKH CNTT GTCG KKH NHNN Ngân hàng NHTM Ngân hàng NHTMCP Ngân hàng TCTD TK TP.HCM VN i DANH M C CÁC B NG y 25 B ng 1.2 Tóm t t bi n, mã hóa, tham s d u k v ng mơ hình h i quy 30 31/12/2013 35 49 51 53 53 53 55 55 55 56 56 57 DANH M C CÁC HÌNH V TH 23 24 29 36 Hìn 37 41 43 Reliability Statistics Cronbach's Alpha N of Items 816 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item-Total Deleted Item Deleted Correlation Cronbach's Alpha if Item Deleted ATBM1 7.7233 1.206 670 746 ATBM2 7.7184 1.218 647 768 ATBM3 7.7524 1.124 689 727 NH Reliability Statistics Cronbach's Alpha N of Items 888 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Alpha if Item Deleted if Item Deleted Total Correlation Item Deleted HIAN1 11.6505 4.150 746 864 HIAN2 11.6456 3.206 797 845 HIAN3 11.5000 4.202 674 885 HIAN4 11.4272 3.309 848 818 Reliability Statistics Cronbach's Alpha 769 N of Items Item-Total Statistics Scale Mean if Scale Variance Item Deleted if Item Deleted Corrected Item-Total Cronbach's Alpha if Item Correlation Deleted LITC1 7.48058 1.070 572 722 LITC2 7.03398 979 649 636 LITC3 7.48544 1.012 588 706 Reliability Statistics Cronbach's Alpha N of Items 670 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item-Total Cronbach's Alpha if Item Deleted Item Deleted Correlation Item Deleted LIPT1 15.1602 2.691 517 572 LIPT2 14.8592 2.443 565 544 LIPT3 14.8592 2.756 630 529 LIPT4 14.8883 3.124 436 615 LIPT5 14.9709 3.931 027 764 Cronbach's Alpha if Item Deleted = 0.764 > Cronbach's Alpha chung 0.67 Reliability Statistics Cronbach's Alpha N of Items 764 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item-Total Cronbach's Alpha if Item Deleted Item Deleted Correlation Item Deleted LIPT1 11.4466 2.356 530 727 LIPT2 11.1456 2.037 630 672 LIPT3 11.1456 2.427 640 673 LIPT4 11.1748 2.721 478 750 Reliability Statistics Cronbach's Alpha N of Items 780 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha if Item Deleted Item Deleted Total Correlation Item Deleted SPDV1 11.2913 1.476 561 741 SPDV2 11.2524 1.585 559 739 SPDV3 11.2039 1.539 639 700 SPDV4 11.2670 1.563 585 726 Reliability Statistics Cronbach's Alpha N of Items 800 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item-Total Cronbach's Alpha if Item Deleted Item Deleted Correlation Item Deleted TILO1 11.3350 2.575 708 699 TILO2 11.6117 3.156 652 736 TILO3 11.8252 2.799 575 776 TILO4 11.1019 3.419 554 779 Reliability Statistics Cronbach's Alpha N of Items 710 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha if Item Deleted Item Deleted Total Correlation Item Deleted CONG1 7.6699 895 582 557 CONG2 7.7913 1.317 523 651 CONG3 7.7330 1.045 518 636 Reliability Statistics Cronbach's Alpha N of Items 798 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha if Item Deleted Item Deleted Total Correlation Item Deleted DNNV1 11.2524 1.819 622 742 DNNV2 11.8350 1.826 527 789 DNNV3 11.6456 1.791 645 731 DNNV4 11.6359 1.677 652 725 Reliability Statistics Cronbach's Alpha N of Items 786 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha if Item Deleted Item Deleted Total Correlation Item Deleted ANHU1 10.7864 2.120 524 766 ANHU2 10.3641 1.891 582 739 ANHU3 10.5922 1.862 639 709 ANHU4 10.6214 1.817 629 714 Reliability Statistics Cronbach's Alpha N of Items 763 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item-Total Cronbach's Alpha if Item Deleted Item Deleted Correlation Item Deleted QD1 7.8107 1.159 612 662 QD2 7.7087 1.251 578 700 QD3 7.6553 1.183 593 683 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .802 Approx Chi-Square Bartlett's Test of Sphericity 2976.169 df 528 Sig .000 Rotated Component Matrixa Component ATBM1 774 196 182 -.096 -.043 -.026 139 085 -.013 ATBM2 837 114 043 -.009 -.020 -.070 091 055 -.078 ATBM3 802 153 119 -.093 025 -.069 125 020 -.005 HIAN1 417 706 106 -.102 -.109 -.066 149 092 -.023 HIAN2 154 897 -.021 054 066 -.075 152 058 -.075 HIAN3 712 509 108 -.016 021 -.036 159 118 -.014 HIAN4 218 899 005 052 -.034 -.059 098 100 007 LITC1 039 174 211 030 065 025 002 767 -.022 LITC2 130 074 099 -.063 091 125 255 789 066 LITC3 063 014 125 051 106 024 150 791 -.081 LIPT1 024 -.052 -.102 -.056 -.043 739 143 097 -.098 LIPT2 -.111 -.004 102 -.012 -.107 799 -.075 -.009 039 LIPT3 -.019 -.037 -.029 027 035 830 -.031 021 066 LIPT4 -.069 -.075 116 -.132 -.072 664 -.028 034 069 SPDV1 127 -.006 664 088 136 157 142 140 021 SPDV2 072 016 674 088 145 024 216 178 130 SPDV3 106 037 804 -.007 127 -.019 064 127 031 SPDV4 106 034 736 015 141 -.041 210 027 -.135 TILO1 -.045 -.011 202 063 804 -.048 220 004 096 TILO2 073 -.019 166 212 768 -.025 -.032 214 051 TILO3 -.109 090 201 105 719 -.079 -.040 068 079 TILO4 054 -.071 009 -.017 756 -.059 232 025 -.087 CONG1 -.088 054 018 058 046 007 141 097 804 CONG2 021 -.037 069 011 -.014 018 -.046 -.125 798 CONG3 -.021 -.067 -.048 031 066 050 081 -.006 759 DNNV1 -.029 062 155 766 123 -.102 -.006 120 051 DNNV2 -.015 -.035 -.052 726 074 -.029 046 -.054 -.032 DNNV3 -.087 -.008 030 811 032 -.004 069 022 012 DNNV4 -.050 024 049 809 060 -.044 094 -.035 086 ANHU1 290 -.017 188 070 131 011 641 131 099 ANHU2 240 388 062 011 167 -.065 573 182 100 ANHU3 064 146 236 137 138 056 766 107 -.004 ANHU4 110 226 325 076 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations .041 -.032 666 137 115 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Total % of Cumulative Variance Total % % of Cumulative Variance Total % % of Cumulative Variance % 6.517 19.747 19.747 6.517 19.747 19.747 2.980 9.031 9.031 3.781 11.459 31.206 3.781 11.459 31.206 2.745 8.319 17.350 2.800 8.484 39.690 2.800 8.484 39.690 2.609 7.905 25.255 2.119 6.422 46.112 2.119 6.422 46.112 2.599 7.876 33.131 1.924 5.831 51.943 1.924 5.831 51.943 2.562 7.763 40.893 1.550 4.696 56.639 1.550 4.696 56.639 2.422 7.341 48.234 1.384 4.195 60.834 1.384 4.195 60.834 2.271 6.883 55.117 1.165 3.531 64.365 1.165 3.531 64.365 2.137 6.475 61.592 1.095 3.317 67.682 1.095 3.317 67.682 2.010 6.090 67.682 10 884 2.679 70.361 11 735 2.229 72.590 12 696 2.109 74.699 13 641 1.942 76.641 14 622 1.886 78.527 15 593 1.796 80.323 16 574 1.738 82.061 17 526 1.593 83.654 18 511 1.549 85.203 19 483 1.464 86.667 20 457 1.385 88.053 21 440 1.334 89.387 22 429 1.299 90.686 23 395 1.197 91.883 24 381 1.156 93.039 25 360 1.090 94.128 26 343 1.040 95.168 27 314 952 96.120 28 298 902 97.022 29 264 799 97.821 30 244 740 98.560 31 218 662 99.222 32 155 470 99.693 33 101 307 100.000 Extraction Method: Principal Component Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .695 Approx Chi-Square Bartlett's Test of Sphericity 152.340 df Sig .000 Total Variance Explained Component Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.035 67.835 67.835 508 16.920 84.754 457 15.246 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component QD1 835 QD2 812 QD3 823 Extraction Method: Principal Component Analysis a components extracted Total 2.035 % of Variance 67.835 Cumulative % 67.835 Correlations QD QD ATBM HIAN LITC LIPT SPDV TILO CONG DNNV ANHU 1.000 566 557 556 020 483 350 202 169 623 ATBM 566 1.000 547 239 -.115 283 028 -.066 -.090 444 HIAN 557 547 1.000 232 -.135 129 012 -.043 023 414 LITC 556 239 232 1.000 099 375 236 006 046 409 Pearson LIPT 020 -.115 -.135 099 1.000 048 -.120 050 -.106 -.028 Correlation SPDV 483 283 129 375 048 1.000 376 064 132 492 TILO 350 028 012 236 -.120 376 1.000 107 227 325 CONG 202 -.066 -.043 006 050 064 107 1.000 091 154 DNNV 169 -.090 023 046 -.106 132 227 091 1.000 169 ANHU 623 444 414 409 -.028 492 325 154 169 1.000 000 000 000 389 000 000 002 007 000 ATBM 000 000 000 049 000 345 175 099 000 HIAN 000 000 000 027 032 433 271 374 000 LITC 000 000 000 079 000 000 463 257 000 LIPT 389 049 027 079 248 042 240 064 345 SPDV 000 000 032 000 248 000 181 029 000 TILO 000 345 433 000 042 000 063 001 000 CONG 002 175 271 463 240 181 063 097 014 DNNV 007 099 374 257 064 029 001 097 008 ANHU 000 000 000 000 345 000 000 014 008 QD 206 206 206 206 206 206 206 206 206 206 ATBM 206 206 206 206 206 206 206 206 206 206 HIAN 206 206 206 206 206 206 206 206 206 206 LITC 206 206 206 206 206 206 206 206 206 206 LIPT 206 206 206 206 206 206 206 206 206 206 SPDV 206 206 206 206 206 206 206 206 206 206 TILO 206 206 206 206 206 206 206 206 206 206 CONG 206 206 206 206 206 206 206 206 206 206 DNNV 206 206 206 206 206 206 206 206 206 206 ANHU 206 206 206 206 206 206 206 206 206 206 QD Sig (1-tailed) N Model Summaryb Model R R Square Adjusted R Square Std Error of the Estimate Durbin-Watson 845a 714 701 28307 a Predictors: (Constant), ANHU, LIPT, CONG, DNNV, TILO, LITC, HIAN, SPDV, ATBM b Dependent Variable: QD 1.319 ANOVAa Model Sum of Squares df Mean Square Regression 39.175 4.353 Residual 15.705 196 F Sig .000b 54.322 080 Total 54.881 205 a Dependent Variable: QD b Predictors: (Constant), ANHU, LIPT, CONG, DNNV, TILO, LITC, HIAN, SPDV, ATBM Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error -2.273 280 049 HIAN 220 LITC Sig Beta Collinearity Statistics Tolerance 365 ATBM t VIF -6.222 000 283 5.688 000 590 1.694 036 291 6.049 000 633 1.580 303 047 280 6.396 000 761 1.313 LIPT 086 042 083 2.067 040 913 1.095 SPDV 151 061 117 2.460 015 650 1.537 TILO 150 041 162 3.692 000 760 1.316 CONG 187 042 176 4.478 000 943 1.061 DNNV 117 049 097 2.412 017 896 1.116 129 061 111 2.119 035 528 1.896 ANHU a Dependent Variable: QD Independent Sample TGroup Statistics Giotinh N Nam Mean Std Deviation Std Error Mean 95 3.9123 52415 05378 111 3.8198 51007 04841 QD Nu Independent Samples Test QD Levene's Test for Equality of Variances t-test for Equality of Means F Sig t df Sig (2-tailed) Mean Difference Std Error Difference 95% Confidence Interval of the Difference Lower Upper Equal Equal variances variances not assumed assumed 059 808 1.281 1.278 204 197.343 202 203 09246 09246 07220 07236 -.04990 -.05023 23482 23516 One Way An Tu 18 den duoi 25 tuoi N Tu 25 den duoi 40 tuoi Tu 40 den duoi 55 tuoi Tu 55 tuoi tro len Total 31 68 70 37 206 Mean 3.7097 3.7745 3.9143 4.0541 3.8625 Std Deviation 52874 53234 48383 48758 51741 09497 06456 05783 08016 03605 3.5157 3.6457 3.7989 3.8915 3.7914 3.9036 3.9034 4.0297 4.2166 3.9335 3.00 3.00 3.00 3.00 3.00 4.67 5.00 5.00 5.00 5.00 Std Error 95% Confidence Interval for Mean Minimum Maximum Lower Bound Upper Bound Test of Homogeneity of Variances QD Levene Statistic df1 1.416 df2 Sig 202 239 ANOVA QD Sum of Squares Between Groups df Mean Square 2.796 932 Within Groups 52.085 202 54.881 Sig .258 Total F 3.614 014 205 Multiple Comparisons Dependent Variable: QD LSD 95% Confidence Mean (I) Tuoi (J) Tuoi Differenc Std Error Interval Sig Lower Upper Bound e (I-J) Bound Tu 25 den duoi 40 tuoi Tu 40 den duoi 55 tuoi -.20461 10955 063 -.4206 0114 -.34438* 12364 006 -.5882 -.1006 06483 11004 556 -.1521 2818 Tu 40 den duoi 55 tuoi -.13978 08646 108 -.3103 0307 -.27954* 10373 008 -.4841 -.0750 Tu 18 den duoi 25 tuoi 20461 10955 063 -.0114 4206 Tu 25 den duoi 40 tuoi 13978 08646 108 -.0307 3103 Tu 55 tuoi tro len -.13977 10321 177 -.3433 0637 Tu 18 den duoi 25 tuoi 34438* 12364 006 1006 5882 Tu 25 den duoi 40 tuoi 27954* 10373 008 0750 4841 Tu 40 den duoi 55 tuoi Tu 55 tuoi tro len 1521 Tu 55 tuoi tro len Tu 40 den duoi 55 tuoi -.2818 Tu 18 den duoi 25 tuoi Tu 25 den duoi 40 tuoi 556 Tu 55 tuoi tro len Tu 18 den duoi 25 tuoi -.06483 11004 13977 10321 177 -.0637 3433 * The mean difference is significant at the 0.05 level Duoi trieu dong N Tu den duoi 10 trieu dong Tu 10 den duoi 20 trieu dong Total 96 63 47 206 Mean 3.8819 3.8413 3.8511 3.8625 Std Deviation 53853 51798 48058 51741 05496 06526 07010 03605 3.7728 3.7108 3.7100 3.7914 3.9911 3.9717 3.9922 3.9335 3.00 3.00 3.00 3.00 5.00 5.00 4.67 5.00 Std Error 95% Confidence Interval for Mean Minimum Lower Bound Upper Bound Maximum Test of Homogeneity of Variances QD Levene Statistic df1 502 df2 Sig 203 606 ANOVA QD Sum of Squares Between Groups df Mean Square 071 035 Within Groups 54.810 203 54.881 Sig .270 Total F 205 Duoi cao dang N 131 Cao dang - Dai hoc 877 Sau dai hoc Total 35 143 28 206 Mean 3.6952 3.8928 3.9167 3.8625 Std Deviation 52625 50907 52607 51741 08895 04257 09942 03605 3.5145 3.8086 3.7127 3.7914 3.8760 3.9769 4.1207 3.9335 3.00 3.00 3.00 3.00 4.67 5.00 4.67 5.00 Std Error 95% Confidence Interval for Mean Minimum Maximum Lower Bound Upper Bound Test of Homogeneity of Variances QD Levene Statistic df1 577 df2 Sig 203 563 ANOVA QD Sum of Squares Between Groups df Mean Square 1.192 596 Within Groups 53.688 203 54.881 Sig .264 Total F 205 Nhan vien doanh nghiep ngoai quoc doanh Can bo, CNV nha nuoc N 2.254 Kinh doanh tu 108 Noi tro Total 33 90 67 16 206 Mean 4.0808 3.8222 3.7861 3.9583 3.8625 Std Deviation 52062 47457 55566 48496 51741 09063 05002 06788 12124 03605 3.8962 3.7228 3.6505 3.6999 3.7914 4.2654 3.9216 3.9216 4.2167 3.9335 3.00 3.00 3.00 3.00 3.00 5.00 5.00 5.00 4.67 5.00 Std Error 95% Confidence Interval for Mean Minimum Lower Bound Upper Bound Maximum Test of Homogeneity of Variances QD Levene Statistic 1.511 df1 df2 Sig 202 213 ANOVA QD Sum of Squares Between Groups df Mean Square 2.257 752 Within Groups 52.624 202 261 Total 54.881 205 F 2.888 Sig .037 Multiple Comparisons Dependent Variable: QD LSD 95% Confidence Mean (I) Nghenghiep (J) Nghenghiep Difference Std Error Interval Sig Nhan vien doanh nghiep Lower Upper Bound (I-J) Bound 25859* 10387 014 0538 4634 Kinh doanh tu 29474* 10855 007 0807 5088 Noi tro 12247 15549 432 -.1841 4291 -.25859* 10387 014 -.4634 -.0538 03615 08236 661 -.1262 1985 Noi tro -.13611 13848 327 -.4092 1369 Can bo, CNV nha nuoc -.29474* 10855 007 -.5088 -.0807 -.03615 08236 661 -.1985 1262 Noi tro -.17226 14202 227 -.4523 1078 Can bo, CNV nha nuoc -.12247 15549 432 -.4291 1841 13611 13848 327 -.1369 4092 17226 14202 227 -.1078 4523 ngoai quoc doanh Can bo, CNV nha nuoc Nhan vien doanh nghiep ngoai quoc doanh Kinh doanh tu Noi tro Can bo, CNV nha nuoc Kinh doanh tu Nhan vien doanh nghiep ngoai quoc doanh Nhan vien doanh nghiep ngoai quoc doanh Kinh doanh tu * The mean difference is significant at the 0.05 level ... Các 1.5 NH xu t 1.5.1 Mơ hình uy , cùn NH TK TK H1 : Khách hàng TK NH cao H2: Khách hàng NH cao NH NH kh 29 - H3: Khách hàng NH TK NH TK - a H4: Khách hàng TK H5: Khách hàng TK NH cao H6: Khách. .. 83 84 DANH M C CÁC CH NH VI T T T Ngân hàng CKH CNTT GTCG KKH NHNN Ngân hàng NHTM Ngân hàng NHTMCP Ngân hàng TCTD TK TP.HCM VN i DANH M C CÁC B NG y 25 B ng 1.2 Tóm t... - TRI U QU C PHÚ CÁC Y U T N QUY NH G I TI N TI T KI M C A KHÁCH HÀNG T I CÁC NGÂN HÀNG TH NG M I VI T NAM A BÀN THÀNH PH H CHÍ MINH Chun ngành : Tài Ngân hàng : 60340201 LU ng d n khoa