- CH NG D CH V TH THANH TOÁN C A T NAM T I TPHCM -2014 - CH NG D CH V TH THANH TOÁN C A T NAM T I TPHCM Chuyên ngành:Tài Chính-Ngân Hàng -2014 ng d ch v th toán c t Nam t i TPHCM c u c a riêng Các s li u, k t qu lu c Tác gi : Lê Th B o Khuyên 1.1.2 1.1.3 1.1.3 (1984) 1.1.3.2 Mơ hình 1.1.3.3 10 1.2 14 16 1.3.1 16 1.3.2 17 1.3.3 17 18 1.3.5 19 A 23 23 2.1 TPHCM 26 Nam 26 29 33 2.3.1 33 2.3.2 34 2.3.3 35 2.3.4 36 2.3.5 .36 2.3.6 39 2.3.6 39 2.3.6 43 2.3.6 46 2.3.6 49 2.3.6 53 61 2.4 61 2.4 63 2.4 64 2.4 65 2.4 67 2.4 68 C 71 71 71 3.2.1 71 73 74 76 77 78 81 82 D ATM Machine) Kc1 Kc2 Kc3 Kc4 Kc5 POS TDQT TPHCM Vietinbank VIP Of Sale) 16 29 37 tháng 40 42 43 46 47 48 49 51 a 52 52 55 56 57 58 59 9: 60 Hình 1.3 12 21 - 2013 25 -2013 25 NHTMCP Công -2013 31 32 NHTMCP Côn 33 Hình 2.6 35 1 g , ngày nâng cao toán ) ngân hàng 50 khánh 2/9/2007 - 31/05/2012, c , chín - khách hàng n ln 3.4 hàng 3.5 4.1 4.2 4.3 4.4 lý 5 6.1 6.2 6.3 6.4 N 4.5 5.1 5.2 5.3 , không gian thoáng mát 7.1 5 toán 7.2 nh toán 7.3 -Partner Vietinbank qua kênh thơng tin T 9/ Ngân hàng uy tín B Thơng tin cá nhân 1/ Xin vui lịng ch Nam 2/ - - - 3/ c 4/ ,5 trd ,5 trd 14 trd Trên 14 trd 4.1 Mã hóa Trung bình thang sai thang TC1.1 TC1.2 TC1.3 TC1.4 11.15 11 11.1 11.04 2.813 3.082 3.195 3.04 0.584 0.617 0.441 0.494 0.645 0.636 0.728 0.699 CN2.1 CN2.2 CN2.3 CN2.4 CN2.5 CN2.6 CN2.7 22.01 21.90 22.00 21.99 21.94 22.02 21.83 11.931 12.322 12.342 12.817 12.649 12.812 12.908 605 598 601 502 590 509 583 795 797 796 813 798 811 800 SP3.1 SP3.2 SP3.3 SP3.4 11.14 11.14 11.22 11.31 3.3 3.178 2.993 3.349 0.429 0.476 0.574 0.422 0.654 0.625 0.56 0.658 QT4.1 QT4.2 QT4.3 QT4.4 QT4.5 14.77 14.4 14.33 14.16 14.06 5.996 5.228 4.879 5.964 5.959 0.255 0.593 0.586 0.39 0.419 0.722 0.568 0.563 0.655 0.644 ML5.1 ML5.2 ML5.3 7.52 7.68 7.75 1.995 1.679 1.871 0.466 0.528 0.447 0.59 0.503 0.614 MT6.1 MT6.2 MT6.3 MT6.4 11.8 11.55 11.77 11.69 3.263 3.664 3.144 3.486 0.541 0.449 0.58 0.485 0.646 0.699 0.622 0.68 CL7.1 CL7.2 CL7.3 7.03 6.63 7.53 1.817 1.842 1.757 0.657 0.622 0.617 0.689 0.725 0.733 4.2 Trung bình Mã hóa QT4.2 11.24 3.517 589 614 QT4.3 11.16 3.032 657 562 QT4.4 11.00 4.055 407 719 QT4.5 10.90 4.136 407 717 22 3: Trung bình Cronbach's Mã hóa TC1.1 11.15 2.813 0.584 0.645 TC1.2 11 3.082 0.617 0.636 TC1.3 11.1 3.195 0.441 0.728 TC1.4 11.04 3.04 0.494 0.699 CN2.1 14.79 5.956 0.616 0.752 CN2.2 14.67 6.358 0.578 0.764 CN2.3 14.77 6.286 0.606 0.755 CN2.5 14.72 6.66 0.553 0.771 CN2.7 14.61 6.778 0.568 0.768 CN2.6 10.9 4.136 0.486 0.717 QT4.2 10.97 3.885 0.605 0.652 QT4.3 10.89 3.422 0.654 0.617 QT4.4 10.73 4.437 0.427 0.746 ML5.1 7.52 1.995 466 590 ML5.2 7.68 1.679 528 503 ML5.3 7.75 1.871 447 614 SP3.1 7.52 1.803 430 614 SP3.2 7.51 1.657 514 499 SP3.3 7.60 1.767 464 568 MT6.1 7.75 1.796 0.552 0.559 MT6.3 7.72 1.756 0.563 0.545 MT6.4 7.63 2.069 0.435 0.603 a=.699 CL7.1 7.03 1.817 0.657 0.689 CL7.2 6.63 1.842 0.622 0.725 CL7.3 7.53 1.757 0.617 0.733 .1 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 869 2064.93 df 325 Sig .000 Total Variance Explained Compo Initial Eigenvalues Total % of Varianc Rotation Sums of Squared Squared Loadings nent Extraction Sums of Loadings Cumulat Total ive % % of Varianc e Cumulat Total ive % e % of Cumulat Varianc ive % e 7.757 29.836 29.836 7.757 29.836 29.836 3.246 12.486 12.486 2.129 8.189 38.026 2.129 8.189 38.026 2.679 10.304 22.790 1.555 5.981 44.006 1.555 5.981 44.006 2.443 9.396 32.186 1.290 4.962 48.968 1.290 4.962 48.968 2.310 8.883 41.069 1.201 4.618 53.586 1.201 4.618 53.586 1.995 7.671 48.741 1.057 4.065 57.650 1.057 4.065 57.650 1.972 7.583 56.324 1.005 3.867 61.517 1.005 3.867 61.517 1.350 5.193 61.517 964 3.707 65.224 843 3.242 68.465 10 741 2.850 71.315 11 715 2.751 74.067 12 680 2.614 76.680 13 643 2.471 79.152 14 620 2.386 81.537 15 574 2.208 83.745 16 543 2.087 85.832 17 498 1.914 87.746 18 465 1.790 89.536 19 434 1.671 91.207 20 423 1.626 92.833 21 411 1.579 94.412 22 356 1.371 95.783 23 318 1.222 97.005 24 293 1.126 98.131 25 251 966 99.098 26 235 902 100.000 Extraction Method: Principal Component Analysis Mã hóa CN2.3 720 CN2.5 719 CN2.1 670 CN2.2 577 CN2.7 568 CN2.4 QT4.3 816 QT4.2 766 CN2.6 554 QT4.4 549 QT4.5 TC1.2 745 TC1.1 684 TC1.4 623 TC1.3 611 MT6.4 743 MT6.1 688 MT6.3 632 ML5.1 748 ML5.2 652 ML5.3 601 SP3.2 750 SP3.3 661 SP3.1 646 MT6.2 536 SP3.4 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 862 1767.23 df 253 Sig .000 Total Variance Explained Compone Initial Eigenvalues Extraction Sums of Squared nt Rotation Sums of Squared Loadings Loadings Total % of Cumulative Variance Total % % of Cumulative Variance Total % % of Cumulative Variance % 6.926 30.111 30.111 6.926 30.111 30.111 2.970 12.912 12.912 2.084 9.059 39.170 2.084 9.059 39.170 2.493 10.839 23.751 1.442 6.268 45.439 1.442 6.268 45.439 2.446 10.635 34.386 1.250 5.436 50.875 1.250 5.436 50.875 2.336 10.154 44.540 1.177 5.119 55.994 1.177 5.119 55.994 2.032 8.834 53.374 1.011 4.396 60.390 1.011 4.396 60.390 1.614 7.015 60.390 982 4.268 64.658 832 3.618 68.275 771 3.351 71.626 10 693 3.015 74.641 11 654 2.846 77.487 12 634 2.754 80.241 13 609 2.648 82.890 14 550 2.391 85.280 15 492 2.138 87.418 16 467 2.029 89.447 17 445 1.936 91.383 18 422 1.835 93.218 19 382 1.662 94.880 20 348 1.512 96.392 21 300 1.305 97.697 22 279 1.213 98.910 23 251 1.090 100.000 Extraction Method: Principal Component Analysis Mã hóa CN2.5 722 CN2.3 710 CN2.1 686 CN2.2 610 CN2.7 571 TC1.2 751 TC1.1 721 TC1.3 646 TC1.4 593 QT4.3 831 QT4.2 773 QT4.4 576 CN2.6 553 MT6.4 761 MT6.1 697 MT6.3 626 MT6.2 ML5.1 757 ML5.2 687 ML5.3 550 SP3.2 788 SP3.1 554 SP3.3 551 5.3: CL7.1 CL7.2 CL7.3 Eigenvalues 856 834 830 2.116 70.548 CN Spearman's CN 1.000 rho -.001 992 220 -.001 Giá tr 220 1.000 992 220 220 QT Spearman's QT 1.000 rho -.004 952 220 220 -.004 1.000 952 220 220 Ma M MT Spearman's MT 1.000 rho -.088 192 220 220 -.088 1.000 192 220 220 1.000 -.013 ML Spearman's ML g quan rho 847 220 220 -.013 1.000 847 220 220 SP Spearman's SP 1.000 rho -.100 137 220 220 -.100 1.000 137 220 220 Levene's Test for Equality of Variances t-test for Equality of Means Sig Std (2- Error taile Differen d) bình ce F t 760 -1.674 218 096 -.13891 08297 -.30244 02461 -1.673 216.274 096 -.13891 08305 -.30260 02477 -.316 218 752 -.02723 08620 -.19712 14266 -.316 217.775 752 -.02723 08614 -.19702 14255 1.260 218 209 10826 08595 -.06114 27767 1.258 216.061 210 10826 08605 -.06134 27786 -1.174 218 242 -.09958 08483 -.26677 06761 -1.178 217.077 240 -.09958 08455 -.26622 06707 -1.288 218 199 -.10578 08216 -.26770 05614 -1.287 QT Sig .094 CN 216.649 200 -.10578 08221 -.26782 05626 407 MT 001 ML 1.01 524 971 316 df trung SP 247 619 58 34.55% 29.09% 13 5.91% t 76 64 Ngân hàng uy tín 26.36% 4.09% 47.7% 15.5% 10.9% toán m chi tiêu tốn Internet 25.9% Thơng tin d 50.09% Truy 39.1% 24.5% ... trí Khách hàng có Làm khách hàng có truy vào kênh phân 12 Ngân hàng có bán hàng? tham cho công ty Danh hàn khách hàng có qua thơng báo Ngân hàng hình, khách hàng tiêu qua báo chí, phát thanh, Khi... 25 NHTMCP Công -2013 31 32 NHTMCP Côn 33 Hình 2.6 35 1 g , ngày nâng cao toán ) ngân hàng 50 khánh 2/9/2007 - 31/05/2012, c , chín - khách hàng hàng tham... 16 Ti ) ) khách hàng cao toán, b ngân hàng Có Khơng 1.3.1 lịng cho khách hàng 17 1.3.2 tốn so tốn, hay nói cách khác cho khách hàng 1.3.3 Qua trình phân tích mơ ngân hàng : hay khơng