CẢI TIẾN CHẤT LƯỢNG DỊCH VỤ ĐỐI VỚI KHÁCH HÀNG CÁ NHÂN TẠI NGÂN HÀNG THƯƠNG MẠI CỔ PHẦN CÔNG THƯƠNG VIỆT NAM CHI NHÁNH THÀNH PHỐ HỒ CHÍ MINH.PDF

Chuyên ngành: Tài – Ngân hàng TS LÊ THÀNH LÂN – – , ngày 28 tháng 07 I 1.1 1.1.1 1.1.2 1.2 1.2.1 1.2.3 11 11 12 12 13 13 1.4.2 Mô hình FSQ TSQ (Gronroos, 1984) 16 18 18 20 – .20 2.1 – Chi nhánh HCM 20 20 – – 2013 21 - Chi nhánh HCM 25 2.3 – 31 31 31 32 33 35 35 2.3.2 37 37 37 40 42 49 2.3.3.5 Ph 50 VCB-HCM: 53 56 57 57 – 57 3.1 57 57 58 3.2 – 59 59 61 62 65 66 3.3 : 67 69 70 22 - 23 34 .37 .38 .39 2.7 40 2.8: 43 .44 .45 46 47 .49 50 50 .51 53 Hình 1.1 Mơ hình SERVQUAL (Parasuraman, 1988) .15 16 .23 24 24 – – 2013 25 – – 2013 27 .29 32 36 38 48 52 -Q Plot 52 ATM : Agribank DNNN EFA : GDP GNP HCM HSBC IT NHNN : NHTM TMCP : TCKT TCTD VCB : Vietcombank: WTO : khám phá Ngân hàng m ngân hàng niên cho khách giành th ngân –C – ” i pháp – : Chí Minh, tiêu sau: - nâng cao – - : khách hàng cá nhân Vietcombank Chi nh – – 2013 n khách hàng – : T ngân hàng dành cho khách - 73 Xin kính chào Quý h t Minh Vietcombank HCM quý quý thành Khơng Hồn tồn khơng Bình Hồn tồn 5 4 5 5 5 STT internet…) n Nhân viên n khách hàng n hàng 10 khách hàng 74 11 12 5 5 16 17 18 19 5 21 22 23 5 25 26 27 5 khách 13 14 15 an toàn ngân hàng 20 24 28 29 khách hàng Ngân Anh / 75 1/ 2/ 3/ 4/ 10 5/ 20 76 Case Processing Summary N Valid Cases % 175 Total 175 a Excluded 100.0 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 727 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted HH1 10.21 2.751 536 655 HH2 10.18 2.641 584 625 HH3 10.02 2.753 579 632 HH4 10.14 2.997 381 746 Case Processing Summary N Valid Cases % 175 Total 175 a Excluded 100.0 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 793 77 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted TIN1 13.29 6.332 512 772 TIN2 13.49 5.987 572 754 TIN3 13.38 5.432 614 741 TIN4 13.31 5.824 639 733 TIN5 13.33 6.154 532 767 Case Processing Summary N Valid Cases % 175 Total 175 Excluded 100.0 a 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 722 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted HQPV1 9.55 3.490 443 700 HQPV2 9.57 3.028 593 608 HQPV3 9.57 3.201 607 604 HQPV4 9.67 3.692 409 717 78 Case Processing Summary N Valid Cases % 175 Total 175 Excluded 100.0 a 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 738 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted BDAM1 9.67 3.522 521 685 BDAM2 9.72 3.490 542 672 BDAM3 9.75 3.819 502 695 BDAM4 9.72 3.617 560 663 Case Processing Summary N Valid Cases % 175 Total 175 a Excluded 100.0 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 789 79 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted CAM1 6.25 2.267 611 734 CAM2 6.28 2.145 688 650 CAM3 6.29 2.332 592 754 Case Processing Summary N Valid Cases % 175 Total 175 Excluded 100.0 a 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 829 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted HADN1 16.02 9.396 588 803 HADN2 15.97 9.608 581 805 HADN3 16.03 9.338 598 801 HADN4 16.06 9.439 567 808 HADN5 16.07 9.455 588 803 HADN6 15.97 8.695 668 786 80 Case Processing Summary N % Valid Cases 175 100.0 0 175 100.0 a Excluded Total a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 834 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted HL1 6.58 1.739 715 749 HL2 6.60 1.655 723 742 HL3 6.36 2.025 654 810 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 896 2078.413 df 300 Sig .000 Communalities Initial Extraction HH1 1.000 692 HH2 1.000 646 HH3 1.000 607 TIN1 1.000 499 TIN2 1.000 648 81 TIN3 1.000 602 TIN4 1.000 667 TIN5 1.000 570 HQPV1 1.000 465 HQPV2 1.000 556 HQPV3 1.000 664 HQPV4 1.000 488 BDAM1 1.000 670 BDAM2 1.000 523 BDAM3 1.000 656 CAM1 1.000 613 CAM2 1.000 669 CAM3 1.000 514 HADN1 1.000 587 HADN2 1.000 549 HADN3 1.000 672 HADN4 1.000 636 HADN5 1.000 548 HADN6 1.000 692 BDAM4 1.000 463 Extraction Method: Principal Component Analysis Total Variance Explained Componen Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings t Total % of Cumulative Variance Total % % of Cumulative Variance Total % % of Cumulative Variance % 9.490 37.959 37.959 9.490 37.959 37.959 3.774 15.095 15.095 1.825 7.299 45.257 1.825 7.299 45.257 3.737 14.949 30.044 1.407 5.626 50.883 1.407 5.626 50.883 2.690 10.762 40.806 1.129 4.516 55.400 1.129 4.516 55.400 2.537 10.150 50.955 1.046 4.186 59.585 1.046 4.186 59.585 2.158 8.630 59.585 994 3.976 63.561 857 3.430 66.991 807 3.227 70.217 776 3.105 73.322 10 744 2.977 76.300 11 679 2.715 79.015 12 618 2.471 81.486 13 562 2.247 83.734 82 14 549 2.197 85.930 15 479 1.916 87.847 16 443 1.772 89.619 17 384 1.536 91.155 18 379 1.517 92.672 19 341 1.363 94.034 20 316 1.263 95.297 21 285 1.139 96.436 22 266 1.064 97.501 23 225 902 98.402 24 209 838 99.240 25 190 760 100.000 Extraction Method: Principal Component Analysis Component Matrix a Component HADN6 701 BDAM3 685 HADN5 677 CAM3 664 BDAM4 646 HADN4 626 TIN2 622 TIN1 622 BDAM2 622 HQPV3 617 HQPV1 614 HADN3 610 HADN1 609 TIN4 604 BDAM1 587 HQPV2 577 TIN3 575 HADN2 562 HQPV4 556 TIN5 547 HH2 538 HH1 532 729 CAM2 739 CAM1 -.433 -.477 490 -.493 -.448 476 83 HH3 458 485 Extraction Method: Principal Component Analysis a components extracted Rotated Component Matrix a Component TIN2 667 HQPV4 620 TIN1 578 HQPV2 568 TIN4 710 TIN3 736 HQPV3 522 CAM2 736 HADN4 717 CAM1 610 CAM3 581 HQPV1 557 HADN5 539 BDAM1 761 HADN6 620 HADN2 516 BDAM2 508 BDAM4 423 HH1 754 HH2 743 HH3 663 TIN5 472 HADN3 691 BDAM3 596 HADN1 547 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Component Transformation Matrix Component 524 557 427 363 318 -.708 -.121 354 497 335 130 -.097 -.146 715 -.664 84 455 -.807 138 136 324 020 122 -.808 303 490 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Pearson Correlations F F1 Pearson Correlation F 664 Sig (2-tailed) ** 742 ** ** 628 ** 676 ** 000 000 175 175 175 175 175 ** ** ** 664 ** Sig (2-tailed) 175 175 ** 674 000 ** Pearson Correlation 742 674 175 175 175 175 ** ** 175 175 175 ** ** ** 564 682 682 000 000 618 ** N 175 175 175 ** ** ** 000 000 175 175 175 ** 000 483 544 000 Sig (2-tailed) 628 ** 000 000 Pearson Correlation 524 000 000 726 483 000 Sig (2-tailed) Pearson Correlation 564 000 N F4 726 F5 000 N F3 F4 000 175 Pearson Correlation F2 F3 000 N F1 F2 544 511 638 ** 000 000 175 175 175 ** 511 487 ** Sig (2-tailed) 000 000 000 000 N 175 175 175 175 175 175 ** ** ** ** ** Pearson Correlation F5 676 524 618 638 000 487 Sig (2-tailed) 000 000 000 000 000 N 175 175 175 175 175 t Sig 175 ** Correlation is significant at the 0.01 level (2-tailed) Coefficients Model a Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error -.361 189 Beta Collinearity Statistics Tolerance -1.911 058 VIF 85 F1 198 065 174 3.040 003 508 1.968 F2 241 069 231 3.479 001 377 2.654 F3 251 062 250 4.069 000 442 2.264 F4 240 061 200 3.923 000 639 1.565 F5 182 056 185 3.239 001 511 1.956 a Dependent Variable: F Variables Entered/Removed Model Variables Variables Entered a Removed F5, F4, F1, F3, F2 Method Enter b a Dependent Variable: F b All requested variables entered b Model Summary Model R 848 a Adjusted R Std Error of the Square R Square Estimate 719 711 Durbin-Watson 34737 1.837 a Predictors: (Constant), F5, F4, F1, F3, F2 b Dependent Variable: F a ANOVA Model Sum of Squares df Mean Square Regression 10.429 Residual 20.392 169 72.540 Sig 86.434 000 b 121 Total 52.147 F 174 a Dependent Variable: F b Predictors: (Constant), F5, F4, F1, F3, F2 Coefficients Model Unstandardized Coefficients Standardized Coefficients B (Constant) a Std Error t Sig Collinearity Statistics Beta Tolerance VIF -.361 189 -1.911 058 F1 198 065 174 3.040 003 508 1.968 F2 241 069 231 3.479 001 377 2.654 F3 251 062 250 4.069 000 442 2.264 F4 240 061 200 3.923 000 639 1.565 86 F5 182 056 185 3.239 001 511 1.956 a Dependent Variable: F Collinearity Diagnostics Model Dimension Eigenvalue Condition Index a Variance Proportions (Constant) F1 F2 F3 F4 F5 5.924 1.000 00 00 00 00 00 00 024 15.559 35 00 04 09 08 17 017 18.794 06 23 18 00 02 54 013 21.021 00 27 00 57 13 28 012 22.118 35 02 07 25 68 01 009 25.156 24 48 70 09 09 00 a Dependent Variable: F Descriptive Statistics N Minimum Maximum Mean Std Deviation F1 175 1.43 4.43 3.2694 56624 TIN1 175 3.41 752 TIN2 175 3.21 792 TIN3 175 3.32 904 TIN4 175 3.39 779 HQPV2 175 3.22 836 HQPV3 175 3.22 767 HQPV4 175 3.11 757 Valid N (listwise) 175 N Minimum Maximum Mean Std Deviation F2 175 1.33 4.50 3.1590 61997 CAM1 175 3.16 856 CAM2 175 3.13 848 CAM3 175 3.12 846 HADN4 175 3.16 822 HADN5 175 3.15 798 HQPV1 175 3.23 800 Valid N (listwise) 175 N Minimum Maximum Mean Std Deviation 87 F3 175 1.25 4.75 3.2571 64295 BDAM1 175 3.29 850 BDAM2 175 3.23 842 HADN2 175 3.26 771 HADN6 175 3.25 887 Valid N (listwise) 175 N Minimum Maximum Mean Std Deviation F4 175 1.75 5.00 3.3771 53797 HH1 175 3.31 717 HH2 175 3.34 724 HH3 175 3.50 685 TIN5 175 3.37 783 Valid N (listwise) 175 N Minimum Maximum Mean Std Deviation F5 175 1.33 4.67 3.2000 65702 HADN1 175 3.21 812 HADN3 175 3.19 814 BDAM3 175 3.20 766 Valid N (listwise) 175 N Minimum Maximum Mean Std Deviation F 175 1.67 4.33 3.2571 64567 HL1 175 3.19 761 HL2 175 3.17 791 HL3 175 3.41 680 Valid N (listwise) 175 ... cho khách - hà - khách hài lòng ngân hàng - - : , : ngân – – ng NGÂN HÀNG T 1.1 n 1.1.1 - rên rên - M 1.1.2 - ngân hàng dành cho khách hàng cá nhân - nhân ngân hàng dành cho khách h hách hàng. .. khám phá Ngân hàng m ngân hàng niên cho khách giành th ngân –C – ” i pháp – : Chí Minh, tiêu sau: - nâng cao – - : khách hàng cá nhân Vietcombank Chi nh – – 2013 n khách hàng – : T ngân hàng dành... hàng cá nhân có giúp huy – tiêu dùng cá nhân? ?? n , khách hàng cá nhân dùng ay máy ATM hay dòng , , ngân hàng dành cho khách hàng cá nhân D -Tính vơ hình - :d thách t -Tính khơng thành giai d - khách