MINH Chuyên ngành: Tài - Ngân hàng 60340201 4 TRANG 1 1.1 1.1.1 1.1.2 1.1.2.1 Phân nh l 1.1.2.2 Phân nh tính 1.1.3 g .7 1.1.3.1 1.1.3.2 1.1.4 1.2 11 1.2.1 11 1.2.2 .13 1.2.3 15 1.2.4 16 1.3 17 1.3.1 17 1.3.2 19 1.3.3 N 20 21 22 1.3.4 27 1.3.4.1 27 1.3.4.2 27 1.4 29 1.5 DNVVN cho OCB 31 1.5.1 31 1.5.2 32 33 34 2.1 2.1.1 2.1.2 34 s hình thành phát .34 35 2.1.2.1 35 2.1.2.2 35 2.1.2.3 36 2.1.3 36 2.2 39 2.2.1 OCB 40 2.2.2 DNVVN 40 2.2.3 OCB .41 2.2.3.1 theo t 2.2.3.2 theo theo th i gian 41 2.2.3.3 theo ngành kinh .41 42 2.3 44 2.3.1 2.3.1.1 2.3.1.2 2.3.1.3 OCB 44 tr ng tín d ng .44 m h 45 x 2.3.1.4 Vòng quay 46 47 2.3.2 OCB 47 2.3.2.1 47 2.3.2.2 48 2.4 50 2.4.1 OCB 50 2.4.1.1 .50 2.4.1.2 51 2.4.2 OCB 53 2.4.2.1 50 2.4.2.2 50 2.4.2.3 51 71 67 3.1 h ng phát tín n m 2015 72 3.2 pháp nh m nâng cao l ng ng tín t v i doanh 73 3.2.1 73 3.2.1.1 73 3.2.1.2 Chính sách 73 3.2.1.3 KHDN 3.2.2 d 3.2.3 t 3.2.4 Hi n 3.2.5 ng Nâng th c chuyên môn, ym công tác o c cho cán 75 hoá ngân hàng 76 tác phong làm vi c 76 trang thi t máy móc 3.2.6 tác marketing , 3.2.7 Th c hi n l b m t thông tin 76 cáo 77 c marketing h p lý, áp ng t 3.2.8 c ng công tác 3.2.9 c ng công tác ki m tra, k 3.3 74 cho DNVVN vay toán nhu c u DNVVN 77 78 79 80 3.3.1 80 3.3.2 81 81 82 VA) OCB SGD DNVVN DNNN Doanh ngh GDP Gross Domestic Product CN Chi nhánh PGD Phòng giao d NHTM Ngân hàng th Orient Commercial Joint Stock Bank Ngân hàng TMCP giao d nhà n Ngân hàng Trung c s ph m qu ng 10 NHNN Ngân hàng Nhà n 11 SME Small and Medium Enterprise Doanh ng 12 Tài s mb 13 DN Doanh ng 14 TPHCM Thành p 15 NHTMCP Ngân hàng th 16 TD Tín d 17 CP Chính ph 18 TCTD 19 CBTD Cán b tín d 20 WTO World Trade Organization Chí Minh m c ph n ch c tín d ch c th m t gi 2012 4: 2013 33 2013 35 2013 36 - 2013 36 2.5: 20112013 37 2013 37 - 2013 39 2013 40 2011 - 2013 41 2011 -2013 42 2013 43 51 53 54 56 56 57 58 60 61 63 uy tín 64 65 38 49 50 Mean Varianc Std e Deviation Items 6.664 13.66 N of 2.581 : Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 816 817 Item Statistics Mean Std Deviation N 3.42 879 243 3.37 901 243 3.20 868 243 3.32 924 243 Inter-Item Correlation Matrix 1.000 525 531 605 525 1.000 508 484 531 508 1.000 509 605 484 509 1.000 Item-Total Statistics Scale Mean Scale Variance Corrected Squared Cronbach's if Item-Total Multiple Alpha if Item Correlation Correlation Deleted Item if Item Deleted Deleted 9.88 4.838 679 468 749 9.93 4.991 604 368 784 10.10 5.060 620 385 777 9.98 4.777 645 433 765 Scale Statistics Mean Varianc Std e Deviation Items 8.236 13.30 N of 2.870 Cronbach's Alpha Uy tín: Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 698 701 Item Statistics Mean Std Deviation N UT1 3.52 874 243 UT2 3.42 821 243 UT3 3.40 766 243 Inter-Item Correlation Matrix UT1 UT2 UT3 UT1 1.000 438 329 UT2 438 1.000 550 UT3 329 550 1.000 Item-Total Statistics Scale Mean Scale Variance Corrected Squared Cronbach's if Multiple Alpha Item if Item Deleted Item-Total Deleted Correlation Correlation Deleted UT1 6.81 1.953 438 203 708 UT2 6.91 1.790 601 377 491 UT3 6.94 2.066 514 312 609 if Item Scale Statistics Mean N e 10.33 Varianc Std Deviation Items 3.785 1.946 of KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .881 Test Sphericity of Approx Chi-Square 2182.365 df 210 Sig Bartlett's 000 Communalities Initial Extraction UT1 1.000 623 UT2 1.000 625 UT3 1.000 573 1.000 691 1.000 612 1.000 611 1.000 635 1.000 445 1.000 497 1.000 694 1.000 691 TTB1 1.000 737 TTB2 1.000 580 TTB3 1.000 584 TTB4 1.000 754 CSCV1 1.000 625 CSCV2 1.000 674 CSCV3 1.000 702 CSCV4 1.000 622 CSCV5 1.000 701 CSCV6 1.000 709 Total Variance Explained Compone Initial Eigenvalues Extraction nt Sums of Squared Loadings Total % of Cumulative Total Variance % % of Cumulative Variance % 6.820 32.478 32.478 6.820 32.478 32.478 2.635 12.547 45.025 2.635 12.547 45.025 1.509 7.186 52.211 1.509 7.186 52.211 1.296 6.169 58.380 1.296 6.169 58.380 1.126 5.363 63.743 1.126 5.363 63.743 888 4.229 67.972 719 3.422 71.394 690 3.284 74.677 619 2.948 77.625 10 570 2.713 80.338 11 522 2.487 82.826 12 500 2.380 85.206 13 474 2.259 87.465 14 421 2.005 89.470 15 389 1.850 91.320 16 369 1.755 93.076 17 345 1.644 94.719 18 324 1.545 96.264 19 303 1.442 97.706 20 260 1.240 98.946 21 221 1.054 100.000 Total Variance Explained Component Rotation Sums of Squared Loadings Total % of Variance Cumulative % 4.016 19.122 19.122 2.740 13.050 32.172 2.644 12.589 44.761 2.188 10.420 55.181 1.798 8.562 63.743 10 11 12 13 14 15 16 17 18 19 20 21 Extraction Method: Principal Component Analysis Component Matrixa Component CSCV6 707 CSCV2 697 CSCV5 739 CSCV1 745 CSCV4 753 CSCV3 687 UT3 656 651 646 625 UT2 S 621 604 549 517 TTB4 850 TTB1 845 TTB3 753 TTB2 726 TTB1 574 Extraction Method: Principal Component Analysis.a a components extracted Rotated Component Matrixa Component CSCV5 758 CSCV4 700 CSCV1 767 CSCV2 783 CSCV3 787 CSCV6 674 770 728 721 719 TTB1 854 TTB2 851 TTB3 762 TTB4 741 799 739 620 523 UT1 737 UT2 661 UT3 509 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization.a a Rotation converged in iterations Correlations CLCV CSCV Pearson 700** 252** CLC Correlation V Sig (2-tailed) 000 000 N 243 243 243 Pearson 700** 000 CSC Correlation V Sig (2-tailed) 000 1.000 N 243 243 243 Pearson 252** 000 Correlation Sig (2-tailed) 000 1.000 N 243 243 243 Pearson 091 000 000 Correlation TTB Sig (2-tailed) 157 1.000 1.000 N 243 243 243 Pearson 224** 000 000 Correlation Sig (2-tailed) 000 1.000 1.000 N 243 243 243 Pearson 107 000 000 Correlation UT Sig (2-tailed) 097 1.000 1.000 N 243 243 243 ** Correlation is significant at the 0.01 level (2-tailed) TTB UT 091 224** 107 157 243 000 243 097 243 000 000 000 1.000 243 1.000 243 1.000 243 000 000 000 1.000 243 1.000 243 1.000 243 000 000 243 1.000 243 1.000 243 000 000 1.000 243 243 1.000 243 000 000 1.000 243 1.000 243 243 Descriptive Statistics Mean Std Deviation CLC V CSC V TTB UT 3.60 N 883 243 0E-7 1.00000000 243 0E-7 0E-7 0E-7 0E-7 243 243 243 243 1.00000000 1.00000000 1.00000000 1.00000000 Correlations CLCV CSCV Pearson Correlation CLC V CSC V TTB Sig (1-tailed) UT CLC V CSC V TTB N UT CLC V CSC V TTB UT TTB UT 1.000 700 252 091 224 107 700 1.000 000 000 000 000 252 091 224 107 000 000 000 000 1.000 000 000 000 000 1.000 000 000 000 000 1.000 000 000 000 000 1.000 000 000 079 000 048 000 500 500 500 500 000 079 000 048 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 243 Variables Entered/Removeda Mode Variables Variables Method l Entered Removed UT, , TTB, , Enter b CSCV a Dependent Variable: CLCV b All requested variables entered Model Summaryb Mode R R Adjusted R Std Error of l Square Square the Estimate a 789 622 614 548 DurbinWatson 1.969 a Predictors: (Constant), UT b Dependent Variable: CLCV Model Sum of Squares Regressio n Residual Total ANOVAa Df Mean Square 117.313 23.463 71.165 188.477 237 242 F Sig 78.138 000b t Sig .300 a Dependent Variable: CLCV b Predictors: (Constant), UT Coefficientsa Unstandardized Standardize Coefficients d Coefficients B Std Error Beta Model (Constant ) CSCV TTB UT 3.597 035 617 222 080 197 094 035 035 035 035 035 102.318 700 252 091 224 107 000 17.527 6.305 2.281 5.602 2.677 000 000 023 000 008 Collinear ity Statistics Toleranc e 1.000 1.000 1.000 1.000 1.000 Coefficientsa Model Collinearity Statistics VIF (Constant) CSCV TTB UT 1.000 1.000 1.000 1.000 1.000 a Dependent Variable: CLCV Collinearity Diagnosticsa Mode Dimensio Eigenvalu Condition Variance Proportions l n e Index (Constant CSCV TTB ) 1.000 1.000 38 11 00 01 1.000 1.000 00 01 88 03 1.000 1.000 00 13 01 82 1.000 1.000 01 33 00 02 1.000 1.000 00 31 11 12 1.000 1.000 61 11 00 01 Model Dimension 1 a Dependent Variable: CLCV Collinearity Diagnosticsa Variance Proportions UT 08 08 04 26 46 08 42 00 00 38 00 19 Predicted Value Residual Std Predicted Value Std Residual Residuals Statisticsa Minimu Maximu Mean m m 1.77 5.22 3.60 -1.958 2.274 000 N 243 243 -2.618 2.337 000 1.000 243 -3.572 4.151 000 990 243 a Dependent Variable: CLCV Charts Std Deviation 696 542 ANOVAa Model df 042 F Trong nhóm 188.435 241 054 042 817b 782 Total 1 Sig 242 188.477 8.2 ANOVAa Model df 010 F Trong nhóm 188.468 241 012 912b F 010 Sig .082 776b 782 Total 1 Sig 242 188.477 8.3 ANOVAa Model df 064 1 064 Trong nhóm 188.414 241 782 Total 242 188.477 NHĨM 1: UY TÍN (Descriptive Statistics) N Minimum Maximum Mean Std Deviation UT1 243 3.52 874 UT2 243 3.42 821 UT3 243 3.40 766 Valid N (listwise) 243 (Descriptive Statistics) N Minimum Maximum Mean Std Deviation 243 3.42 879 243 3.37 901 243 3.20 868 243 3.32 924 Valid N (listwise) 243 (Descriptive Statistics) N Minimum Maximum Mean Std Deviation 243 3.79 735 243 3.79 798 243 3.53 824 243 3.49 815 Valid N (listwise) 243 Descriptive Statistics) N Minimum Maximum Mean Std Deviation TTB1 243 3.39 808 TTB2 243 3.42 708 TTB3 243 3.45 772 TTB4 243 3.39 904 Valid N (listwise) 243 NHÓM 5: CHÍNH SÁCH CHO VAY (Descriptive Statistics) N Minimum Maximum Mean Std Deviation CSCV1 243 3.53 735 CSCV2 243 3.58 846 CSCV3 243 3.65 857 CSCV4 243 3.60 883 CSCV5 243 3.30 943 CSCV6 243 3.49 869 Valid N (listwise) 243 ... 20 cho vay g cho vay a NH cho vay cho khách hàng cho vay khách hàng cho vay NH cho vay cho vay NH cho vay NH cho vay 1.3.3 1.3.3.1 NH VN 21 NH NH CP NH - kinh - 1.3.3.2 Uy tín quan 22 U hàng NH... Khái hàng, trì khách hàng, Theo Gronroos (1982) NH NH NH 18 NH VVN NH NH - NH cho vay NH NH NH NH - - DNVVN DNVVN 19 hàng hàng, 1.3.2 DNVVN khách hàng NH khách hàng cho vay cho vay cho vay 20 cho. .. tri n d ch v ngân hàng m i c c u d ch v ngân hàng m i ho t , có th xem xét ng c ngân hàng khái quát v d ch v ngân hàng nh sau: D v c ngân hàng cung c DNVVN cho khách hàng NHTM v ngân 14 hóa ,