Các nhân tố ảnh hưởng đến sự hài lòng của khách hàng về dịch vụ tiền gửi tiết kiệm tại ngân hàng TMCP Đông Á Luận văn thạc sĩ 2014

2014 Chuyên ngành: Tài - ngân hàng N : - 2014 S.T Trang khách hàng 1.2 1.2.2 khách hàng 1.2.3 .11 13 13 .16 20 20 .20 HÀI 23 23 2.1 23 2011-2013 24 26 26 .29 38 41 41 43 45 60 64 2020 64 67 ngân hàng 67 .68 70 70 71 73 75 Á 76 80 PH K 10 11: CÁ 12 13 ATM DAB DongA Bank EFA NHTM NH TMCP TP.HCM Trang Trang 16 DongA Bank 24 26 27 .31 46 .47 tin 48 o i DongABank 49 49 hàng .51 .51 B 51 52 52 15 ân viên 53 53 .54 n toàn .55 56 59 D Trang 28 37 45 46 kh 47 50 -Xe Toyota Fortune -Xe Honda Air Blade -Bình hoa - quà Mã hóa t STT TH1 TC1 TH2 TH3 TC2 DongA Bank có Q TC3 AT1 AT2 an ninh AT3 10 11 TT1 12 TT3 13 TT4 14 15 SPDV1 SPDV2 16 SPDV3 17 SPDV4 18 NV1 19 20 21 NV2 NV3 NV4 22 TT2 nhìn NV5 23 GT1 24 GT2 25 GT3 Mã hóa t STT nhom tuoi Frequency Percent Valid Percent Cumulative Percent duoi 20 16 7.4 7.4 7.4 20-34 99 46.0 46.0 53.5 35-44 54 25.1 25.1 78.6 45-59 28 13.0 13.0 91.6 Tren 60 18 8.4 8.4 100.0 215 100.0 100.0 Valid Total gioi tinh Frequency Percent Valid Percent Cumulative Percent Nam 47.9 47.9 47.9 Nu 112 52.1 52.1 100.0 Total Valid 103 215 100.0 100.0 Frequency Percent Valid Percent Cumulative Percent < THPT 15.8 15.8 15.8 Cao dang / trung cap Valid 34 62 28.8 28.8 44.7 104 48.4 48.4 93.0 15 7.0 7.0 100.0 215 100.0 100.0 Dai hoc Sau dai hoc Total thu nhap hang thang Frequency Percent Valid Percent Cumulative Percent duoi trieu 24.2 24.2 24.2 tu 5-10 trieu 100 46.5 46.5 70.7 tu10-50 trieu 56 26.0 26.0 96.7 Tren 50 trieu Valid 52 3.3 3.3 100.0 215 100.0 100.0 Total nghe nghiep Frequency Percent Valid Percent Cumulative Percent CB CNVCNN 54 25.1 25.1 25.1 NV cty ngoai quoc doanh 61 28.4 28.4 53.5 tu kinh doanh 50 23.3 23.3 76.7 Sinh vien 10 4.7 4.7 81.4 Huu tri 17 7.9 7.9 89.3 noi tro 11 5.1 5.1 94.4 nghe khac 12 5.6 5.6 100.0 215 100.0 100.0 Valid Total Kênh thông tin giúp khách hàng Statistics kenh TT bao kenh TT Internet Valid kenh TT ap kenh TT Nhan quen chi, tivi kenh TT nguoi phich, to roi vien DAB 215 215 215 215 215 0 0 2.58 3.15 3.09 2.90 3.62 Minimum 1 1 Maximum 5 5 N Missing Mean $CAU9 Frequencies Responses N Percent of Cases Percent DAB la NH uy tin 53.0% 77 22.3% 35.8% co nguoi gioi thieu 96 27.8% 44.7% chat luong phuc vu tot 52 15.1% 24.2% 1.7% 2.8% 345 LY DO GUI TK TAI DAB 33.0% DAB co lai suat cao/on dinh a 114 100.0% 160.5% ly khac Total a Group khách hàng $CAU10 Frequencies Responses N tang tien mat Percent of Cases Percent 119 36.7% 55.9% 80 24.7% 37.6% quay so trung qua 79 24.4% 37.1% tang qua gui TK 46 14.2% 21.6% 324 100.0% 152.1% HT KHUYEN MAI DUOC UA tang phieu mua hang a THICH Total a Group y kien sau su dung Frequency Percent Valid Percent Cumulative Percent Co khong 120 55.8 55.8 55.8 4.2 4.2 60.0 86 40.0 40.0 100.0 215 100.0 100.0 Valid chua chac chan Total T Reliability Statistics Cronbach's N of Items Alpha 777 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted DAB danh tieng, uy tin 6.17 1.234 644 668 DAB hoat dong lau nam 6.09 1.412 616 696 DAB nhieu HD vi cong dong 6.20 1.522 588 727 T Reliability Statistics Cronbach's N of Items Alpha 875 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted DAB co lai suat cao 6.87 2.366 783 802 DAB co chi phi DV thap 6.78 2.707 735 847 DAB co nhieu CT khuyen mai 6.84 2.417 765 818 T Reliability Statistics Cronbach's N of Items Alpha 806 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted DAB tai chinh vung chac 8.03 2.392 645 742 DAB bao mat tot 8.04 2.279 635 754 8.05 2.325 680 707 DAB chi nhanh be the, an ninh Reliability Statistics Cronbach's N of Items Alpha 847 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted DAB tai chinh vung chac 12.09 5.044 673 811 DAB bao mat tot 12.10 4.883 666 814 12.11 4.918 715 793 12.06 4.782 685 806 DAB chi nhanh be the, an ninh DAB bai dau xe thuan tien T Reliability Statistics Cronbach's N of Items Alpha 808 Item-Total Statistics Scale Mean Scale Variance Corrected Item- Cronbach's if Item if Item Deleted Total Alpha if Item Correlation Deleted Deleted DAB co mang luoi rong lon 11.35 3.630 665 742 DAB co thoi gian GD phu hop 11.38 3.442 735 708 DAB co ATM nhieu, on dinh 11.33 3.622 686 734 DAB bai dau xe thuan tien 10.93 3.547 467 853 Reliability Statistics Cronbach's N of Items Alpha 853 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Alpha Item Deleted if Item Deleted Total Correlation if Item Deleted DAB co mang luoi rong lon 7.29 1.664 745 774 DAB co thoi gian GD phu hop 7.32 1.741 668 847 DAB co ATM nhieu, on dinh 7.27 1.672 761 760 T Cronbach's N of Items Alpha 825 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted DAB co san pham da dang 10.56 3.004 628 789 DAB co thu tuc GD don gian 10.53 2.961 652 779 DAB co quy trinh nhanh 10.58 2.628 698 756 DAB xu ly su co nhanh, thoa dang 10.44 2.733 629 790 T Reliability Statistics Cronbach's N of Items Alpha 884 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Alpha Item Deleted if Item Deleted Total Correlation if Item Deleted Nhan vien DAB nhiet tinh, than thien 15.10 7.849 723 859 Nhan vien DAB co tac phong chuyen nghiep 15.21 7.568 734 857 Nhan vien DAB co kien thuc, ky nang tot 15.07 7.994 718 860 Nhan vien DAB co trang phuc phu hop 15.13 7.958 689 867 Nhan vien DAB co ngoai hinh dep 15.01 7.771 745 854 T Reliability Statistics Cronbach's N of Items Alpha 762 Item-Total Statistics Scale Mean if Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Co nguoi than lam viec tai Scale Variance Deleted 5.84 thieu DAB Chuong trinh quang cao ve DAB 642 624 2.416 626 645 5.80 Co ban be, nguoi quen gioi 2.202 5.44 DAB 2.684 518 761 Tha Reliability Statistics Cronbach's N of Items Alpha 745 Item-Total Statistics Scale Mean if tuong gui TK tai DAB Se gioi thieu cho nguoi than ve DAB Cronbach's if Item Deleted Total Alpha if Item Correlation Hoan toan an tam va tin Corrected Item- Item Deleted DAB la lua chon dau tien Scale Variance Deleted 6.86 1.956 587 647 6.88 2.013 515 723 7.02 1.598 623 600 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .869 Approx Chi-Square Bartlett's Test of Sphericity 2892.111 Df 300 Sig .000 Total Variance Explained Comp onent Initial Eigenvalues Total Extraction Sums of Squared Loadings % of Cumulative Variance Total % % of Cumulative % Rotation Sums of Squared Loadings Total Cumulative Variance Variance % of % 8.442 33.767 33.767 8.442 33.767 33.767 3.622 14.488 14.488 2.534 10.137 43.903 2.534 10.137 43.903 2.853 11.411 25.900 1.979 7.915 51.819 1.979 7.915 51.819 2.716 10.864 36.764 1.450 5.798 57.617 1.450 5.798 57.617 2.477 9.909 46.673 1.341 5.363 62.979 1.341 5.363 62.979 2.152 8.608 55.281 1.241 4.966 67.945 1.241 4.966 67.945 2.139 8.558 63.839 1.069 4.275 72.221 1.069 4.275 72.221 2.095 8.382 72.221 733 2.931 75.151 627 2.510 77.661 10 583 2.332 79.993 11 556 2.225 82.218 12 527 2.109 84.327 13 477 1.907 86.234 14 462 1.847 88.081 15 400 1.600 89.681 16 368 1.473 91.153 17 346 1.383 92.536 18 307 1.228 93.764 19 275 1.102 94.866 20 254 1.015 95.880 21 239 955 96.835 22 225 902 97.737 23 205 821 98.558 24 190 759 99.316 25 171 684 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix a Component Nhan vien DAB co ngoai hinh dep Nhan vien DAB co tac phong chuyen nghiep Nhan vien DAB co trang phuc phu hop Nhan vien DAB nhiet tinh, than thien Nhan vien DAB co kien thuc va ky nang tot 778 769 761 745 720 DAB chi nhanh be the, an ninh 829 DAB tai chinh vung chac 769 DAB bai dau xe thuan tien 756 DAB bao mat tot 634 DAB co san pham da dang 808 DAB co thu tuc GD don gian 758 DAB co quy trinh nhanh 722 DAB xu ly su co nhanh va thoa dang 717 DAB co lai suat cao 863 DAB co nhieu CT khuyen mai 861 DAB co chi phi DV thap 822 DAB danh tieng, uy tin 834 DAB nhieu HD vi cong dong 764 DAB hoat dong lau nam 666 Co nguoi than lam viec tai DAB Co ban be, nguoi quen gioi thieu DAB Chuong trinh quang cao ve DAB 867 832 714 DAB co ATM nhieu, on dinh 816 DAB co mang luoi rong lon 815 DAB co thoi gian GD phu hop 592 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations TH1 TH2 TH3 DongA Bank có TC1 TC2 TC3 10 AT1 AT2 AT3 TT4 11 12 13 TT1 TT2 TT3 14 SPDV1 15 SPDV2 16 SPDV3 17 SPDV4 thân 18 NV1 19 20 NV2 NV3 21 NV4 22 Nhân viên NV5 23 GT1 24 GT2 25 cáo GT3 12 Correlations THUONG TAI AN THUAN HIEU CHINH TOAN TIEN Pearson GIOI QUYET VIEN THIEU DINH 316** 400** 345** 408** 323** 573** 000 000 000 000 000 000 000 215 215 215 215 215 215 215 215 400** 272** 390** 206** 404** 192** 502** 000 000 002 000 005 000 Correlation HIEU NHAN 400** THUONG SPDV Sig (2-tailed) N Pearson TAI Correlation CHINH Sig (2-tailed) 000 N 215 215 215 215 215 215 215 215 316** 272** 575** 474** 557** 083 552** Sig (2-tailed) 000 000 000 000 000 224 000 N 215 215 215 215 215 215 215 215 400** 390** 575** 482** 543** 143* 600** 000 000 036 000 Pearson Correlation ANTOAN Pearson THUAN Correlation TIEN Sig (2-tailed) 000 000 000 N 215 215 215 215 215 215 215 215 345** 206** 474** 482** 485** 154* 511** Sig (2-tailed) 000 002 000 000 000 024 000 N 215 215 215 215 215 215 215 215 408** 404** 557** 543** 485** 063 605** 355 000 Pearson Correlation SPDV Pearson NHAN Correlation VIEN Sig (2-tailed) 000 000 000 000 000 N 215 215 215 215 215 215 215 215 323** 192** 083 143* 154* 063 310** Pearson GIOI Correlation THIEU Sig (2-tailed) 000 005 224 036 024 355 N 215 215 215 215 215 215 215 215 573** 502** 552** 600** 511** 605** 310** HAI LONG Sig (2-tailed) 000 000 000 000 000 000 000 N 215 215 215 215 215 215 215 Pearson SU 000 Correlation ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) 215 Model Summary Model R 791 a Adjusted R Std Error of the Square R Square Estimate 626 614 39865 a Predictors: (Constant), GIOITHIEU, NHANVIEN, TAICHINH, SPDV, THUONGHIEU, ANTOAN, THUANTIEN a ANOVA Model Sum of Squares Df Mean Square Regression 7.879 Residual 32.897 207 88.054 Sig 49.580 000 b 159 Total 55.156 F 214 a Dependent Variable: SUHAILONG b Predictors: (Constant), GIOITHIEU, NHANVIEN, TAICHINH, SPDV, THUONGHIEU, ANTOAN, THUANTIEN Coefficients Model Unstandardized Standardized Coefficients Coefficients B (Constant) a Std Error -.555 250 059 TAICHINH 147 ANTOAN Sig Beta Collinearity Statistics Tolerance 225 THUONGHIEU T VIF -2.470 014 218 4.210 000 675 1.482 041 175 3.537 001 735 1.361 141 050 159 2.805 006 564 1.774 THUANTIEN 168 059 165 2.836 005 534 1.872 SPDV 152 062 129 2.452 015 653 1.530 NHANVIEN 183 054 197 3.368 001 530 1.886 GIOITHIEU 119 040 137 3.009 003 873 1.145 a Dependent Variable: SUHAILONG ... 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