Giải pháp tăng thu nhập từ dịch vụ phi tín dụng của Ngân hàng nông nghiệp và phát triển nông thôn Việt Nam - Chi nhánh 7 Luận văn thạc sĩ 2013

NAM- CHI NHÁNH inh - CHI NHÁNH Chuyên ngành: Tài Ngân hàng Tơi PGS t Các tài trung ng u c tác i dung nghiên g t u công c phân tài 1.1 1.1.1 1.1.2 1.1.3 1.2 1.2.1 1.2.1.1 Thu 1.2.1.2 .10 1.2.2 11 1.2.3 14 1.3 NHTM .15 1.4 17 1.4.1 17 1.4.2 m .17 1.5 .26 1.5.1 Kinh nghi m c a Ngân hàng Bangkok Thái Lan 26 1.5.2 Kinh nghi m c a Citibank t i Nh t B n 27 CHI NHÁNH 30 2.1 30 2.1.1 - Minh 30 2.1.2 - Chi nhánh .31 2.2 -2012 33 2.2.1 34 2.2.2 37 2.2.3 .39 2.2.4 40 2.3 41 2.4 43 2.5 44 2.5.1 44 2.5.2 45 2.6 .46 2.6.1 46 2.6.2 49 2.6.2.1 50 2.6.2.2 .52 2.6.2.3 53 2.6.3 56 2.6.3.1 56 2.6.3.2 .57 2.6.3.3 .58 2.6.3.4 60 2.6.3.5 .63 2.6.3.6 .63 2.6.3.7 .67 NAM - CHI NHÁNH .73 3.1 - Chi nhánh 73 3.1.1 73 3.1.2 73 3.1.3 75 3.1.4 khách hàng .77 3.1.5 79 3.1.6 .81 3.2 83 .85 AGRIBANK: Ngân hàng Nông nghi p phát tri n nông thôn Vi t Nam ATM: Máy rút ti n t ng KH: Khách hàng ng ch ng t c NH NH i : Ngân hàng No&PTNT: Nông nghi p phát tri n nơng thơn m bán hàng có ch p nh n th TTQT: Thanh toán qu c t TK: Tài kho n B ng 1.1: Khái ni m tiêu chí c a B ng 1.2: Các m c c -2012 -2012 -2012 -2012 -2012 2.6 2.7 2.8 2.9 2.10 13 2.14 2.15 2.16 2.17 ANOVAc DANH M C CÁC HÌNH V TH DANH M C CÁC HÌNH V Hình 1.1: Mơ hình ch ng d ch v c a Grongroos, 1984 Hình 2.1: Mơ hình nghiên c u nhân t n s hài lịng khách hàng Hình 2.2: Quy trình th c hi n nghiên c u Bi 2.1: Thu nh p ròng t d ch v phi tín d Bi 2.2: Doanh s d ch v Bi 2.3: Doanh s d ch v toán qu c t Bi 2.4: Doanh s kinh doanh ngo i t Bi 2.5: Doanh s chi tr ki u h Bi u thu nh p c n 2008 -2012 n 2008-2012 n 2008-2012 n 2008-2012 n 2008-2012: n 2008-2012 an - - - Chi nhánh 7, - - - Chi nhánh Communalities Initial Extraction KT1-Thu tuc GD de dang, nhanh chong 1.000 598 KT3-NH co Ctu GD ro rang, khong sai sot 1.000 835 KT4-NV co trinh chuyen mon gioi 1.000 592 KT7-NH thuc hien dich vu dung tu lan dau 1.000 740 KT8-NH bao mat thong tin KH va giao dich 1.000 871 CN1-NH co mang luoi dai ly rong khap 1.000 819 CN2-NH co dia diem GD thuan tien cho KH 1.000 836 CN3-NV NH rat lich su va an can voi KH 1.000 758 CN4-NH co danh muc dich vu da dang, phong phu 1.000 710 CN5-NH luon tien phong cung cap cac DV moi 1.000 839 CN6-NH co duong day nong phuc vu KH 24/24 1.000 630 CN7-NV NH thuong xuyen lien lac voi KH 1.000 817 CN8-NH luon lang nghe y kien dong gop cua KH 1.000 731 1.000 741 1.000 741 CTG2-Chi phi giao dich hop ly 1.000 737 CTG3- NH co chsach gia linh hoat 1.000 798 CN10- NH co cac HDong Marketing hieu qua, an tuong CTG1-NH ap dung ty gia mua ban ngoai te canh tranh Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Initial Eigenvalues % of Component Total Cumulative Variance % % of Total Cumulative Variance % % of Total Cumulati Variance ve % 8.332 49.013 49.013 8.332 49.013 49.013 5.337 31.391 31.391 2.172 12.779 61.792 2.172 12.779 61.792 2.715 15.968 47.359 1.275 7.499 69.291 1.275 7.499 69.291 2.591 15.239 62.598 1.014 5.966 75.257 1.014 5.966 75.257 2.152 12.659 75.257 832 4.895 80.152 699 4.110 84.262 565 3.324 87.586 517 3.043 90.629 447 2.632 93.261 10 280 1.650 94.911 11 229 1.348 96.258 12 202 1.187 97.445 13 145 851 98.296 14 123 725 99.021 15 078 460 99.481 16 050 292 99.773 17 039 227 100.000 Extraction Method: Principal Component Analysis Component Matrix a Component CTG1-NH ap dung ty gia mua ban ngoai te canh tranh 835 CN8-NH luon lang nghe y kien dong gop cua KH 827 CN10- NH co cac HDong Marketing hieu qua, an tuong 801 CN4-NH co danh muc dich vu da dang, phong phu 755 CN7-NV NH thuong xuyen lien lac voi KH 748 KT1-Thu tuc GD de dang, nhanh chong 740 CN6-NH co duong day nong phuc vu KH 24/24 725 CN5-NH luon tien phong cung cap cac DV moi 704 KT3-NH co Ctu GD ro rang, khong sai sot 694 KT8-NH bao mat thong tin KH va giao dich 687 KT7-NH thuc hien dich vu dung tu lan dau 679 CN3-NV NH rat lich su va an can voi KH 673 CTG3- NH co chsach gia linh hoat 661 KT4-NV co trinh chuyen mon gioi 636 CN2-NH co dia diem GD thuan tien cho KH 604 -.560 -.551 543 514 530 CN1-NH co mang luoi dai ly rong khap 610 CTG2-Chi phi giao dich hop ly 596 616 Extraction Method: Principal Component Analysis a components extracted Rotated Component Matrix a Component CN5-NH luon tien phong cung cap cac DV moi 898 CN7-NV NH thuong xuyen lien lac voi KH 853 CN10- NH co cac HDong Marketing hieu qua, an tuong 784 CN8-NH luon lang nghe y kien dong gop cua KH 749 CN4-NH co danh muc dich vu da dang, phong phu 711 CN6-NH co duong day nong phuc vu KH 24/24 707 KT1-Thu tuc GD de dang, nhanh chong 652 KT4-NV co trinh chuyen mon gioi 632 CTG1-NH ap dung ty gia mua ban ngoai te canh tranh 618 CN1-NH co mang luoi dai ly rong khap 899 CN2-NH co dia diem GD thuan tien cho KH 738 KT7-NH thuc hien dich vu dung tu lan dau 706 CTG2-Chi phi giao dich hop ly 807 CTG3- NH co chsach gia linh hoat 748 CN3-NV NH rat lich su va an can voi KH 697 KT3-NH co Ctu GD ro rang, khong sai sot 808 KT8-NH bao mat thong tin KH va giao dich 697 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Component Transformation Matrix Component 727 386 430 371 -.612 715 120 316 -.265 -.274 895 -.232 164 514 -.012 -.842 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 727 1.653E3 df 120 Sig .000 Communalities Initial Extraction KT1-Thu tuc GD de dang, nhanh chong 1.000 617 KT3-NH co Ctu GD ro rang, khong sai sot 1.000 538 KT4-NV co trinh chuyen mon gioi 1.000 445 KT7-NH thuc hien dich vu dung tu lan dau 1.000 713 KT8-NH bao mat thong tin KH va giao dich 1.000 775 CN1-NH co mang luoi dai ly rong khap 1.000 595 CN2-NH co dia diem GD thuan tien cho KH 1.000 835 CN3-NV NH rat lich su va an can voi KH 1.000 727 CN4-NH co danh muc dich vu da dang, phong phu 1.000 680 CN5-NH luon tien phong cung cap cac DV moi 1.000 832 CN6-NH co duong day nong phuc vu KH 24/24 1.000 629 CN7-NV NH thuong xuyen lien lac voi KH 1.000 779 CN8-NH luon lang nghe y kien dong gop cua KH 1.000 728 CN10- NH co cac HDong Marketing hieu qua, an tuong 1.000 733 CTG2-Chi phi giao dich hop ly 1.000 751 CTG3- NH co chsach gia linh hoat 1.000 727 Extraction Method: Principal Component Analysis Total Variance Explained Rotation Sums of Squared Initial Eigenvalues Extraction Sums of Squared Loadings % of Component Total Cumulative Variance % % of Total Cumulative Variance % Loadings % of Total Cumulative Variance % 7.664 47.901 47.901 7.664 47.901 47.901 5.159 32.244 32.244 2.172 13.577 61.478 2.172 13.577 61.478 3.461 21.634 53.878 1.267 7.919 69.397 1.267 7.919 69.397 2.483 15.519 69.397 990 6.188 75.584 829 5.181 80.766 695 4.344 85.110 527 3.293 88.403 468 2.925 91.328 390 2.438 93.766 10 276 1.728 95.494 11 222 1.385 96.880 12 146 910 97.790 13 130 813 98.603 14 107 667 99.270 15 078 489 99.759 16 039 241 100.000 Extraction Method: Principal Component Analysis Component Matrix a Component CN8-NH luon lang nghe y kien dong gop cua KH 828 CN10- NH co cac HDong Marketing hieu qua, an tuong 796 KT1-Thu tuc GD de dang, nhanh chong 759 CN4-NH co danh muc dich vu da dang, phong phu 759 CN7-NV NH thuong xuyen lien lac voi KH 745 CN6-NH co duong day nong phuc vu KH 24/24 732 KT3-NH co Ctu GD ro rang, khong sai sot 704 CN5-NH luon tien phong cung cap cac DV moi 699 -.561 KT8-NH bao mat thong tin KH va giao dich 694 541 KT7-NH thuc hien dich vu dung tu lan dau 682 CTG3- NH co chsach gia linh hoat 662 CN3-NV NH rat lich su va an can voi KH 659 KT4-NV co trinh chuyen mon gioi 627 CN2-NH co dia diem GD thuan tien cho KH 608 CN1-NH co mang luoi dai ly rong khap CTG2-Chi phi giao dich hop ly Extraction Method: Principal Component Analysis .538 528 610 597 629 Component Matrix a Component CN8-NH luon lang nghe y kien dong gop cua KH 828 CN10- NH co cac HDong Marketing hieu qua, an tuong 796 KT1-Thu tuc GD de dang, nhanh chong 759 CN4-NH co danh muc dich vu da dang, phong phu 759 CN7-NV NH thuong xuyen lien lac voi KH 745 CN6-NH co duong day nong phuc vu KH 24/24 732 KT3-NH co Ctu GD ro rang, khong sai sot 704 CN5-NH luon tien phong cung cap cac DV moi 699 -.561 KT8-NH bao mat thong tin KH va giao dich 694 541 KT7-NH thuc hien dich vu dung tu lan dau 682 CTG3- NH co chsach gia linh hoat 662 CN3-NV NH rat lich su va an can voi KH 659 KT4-NV co trinh chuyen mon gioi 627 CN2-NH co dia diem GD thuan tien cho KH 608 CN1-NH co mang luoi dai ly rong khap CTG2-Chi phi giao dich hop ly Extraction Method: Principal Component Analysis a components extracted .538 528 610 597 629 Rotated Component Matrix a Component CN5-NH luon tien phong cung cap cac DV moi 907 CN7-NV NH thuong xuyen lien lac voi KH 828 CN10- NH co cac HDong Marketing hieu qua, an tuong 785 CN4-NH co danh muc dich vu da dang, phong phu 758 CN8-NH luon lang nghe y kien dong gop cua KH 755 CN6-NH co duong day nong phuc vu KH 24/24 737 KT1-Thu tuc GD de dang, nhanh chong 685 KT4-NV co trinh chuyen mon gioi 577 CN2-NH co dia diem GD thuan tien cho KH 872 KT8-NH bao mat thong tin KH va giao dich 772 CN1-NH co mang luoi dai ly rong khap 768 KT7-NH thuc hien dich vu dung tu lan dau 734 KT3-NH co Ctu GD ro rang, khong sai sot 532 CTG2-Chi phi giao dich hop ly 822 CTG3- NH co chsach gia linh hoat 769 CN3-NV NH rat lich su va an can voi KH 682 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Component Transformation Matrix Component 747 503 434 -.597 796 104 -.293 -.336 895 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 713 Approx Chi-Square 1.492E3 df 105 Sig .000 Communalities Initial Extraction KT1-Thu tuc GD de dang, nhanh chong 1.000 632 KT3-NH co Ctu GD ro rang, khong sai sot 1.000 541 KT4-NV co trinh chuyen mon gioi 1.000 450 KT7-NH thuc hien dich vu dung tu lan dau 1.000 699 KT8-NH bao mat thong tin KH va giao dich 1.000 753 CN1-NH co mang luoi dai ly rong khap 1.000 612 CN2-NH co dia diem GD thuan tien cho KH 1.000 824 CN4-NH co danh muc dich vu da dang, phong phu 1.000 654 CN5-NH luon tien phong cung cap cac DV moi 1.000 834 CN6-NH co duong day nong phuc vu KH 24/24 1.000 605 CN7-NV NH thuong xuyen lien lac voi KH 1.000 781 CN8-NH luon lang nghe y kien dong gop cua KH 1.000 728 CN10- NH co cac HDong Marketing hieu qua, an tuong 1.000 735 CTG2-Chi phi giao dich hop ly 1.000 834 CTG3- NH co chsach gia linh hoat 1.000 810 Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings Loadings % of Component Rotation Sums of Squared Cumulative % of Cumulative Variance % Variance % Total Total % of Total Cumulative Variance % 7.267 48.448 48.448 7.267 48.448 48.448 5.135 34.234 34.234 2.071 13.809 62.257 2.071 13.809 62.257 3.366 22.437 56.671 1.155 7.699 69.956 1.155 7.699 69.956 1.993 13.285 69.956 986 6.571 76.527 697 4.649 81.175 675 4.501 85.677 511 3.410 89.087 463 3.084 92.170 315 2.103 94.273 10 255 1.700 95.973 11 220 1.469 97.442 12 138 923 98.365 13 126 840 99.205 14 079 526 99.731 15 040 269 100.000 Extraction Method: Principal Component Analysis Component Matrix a Component CN8-NH luon lang nghe y kien dong gop cua KH 833 CN10- NH co cac HDong Marketing hieu qua, an tuong 813 CN4-NH co danh muc dich vu da dang, phong phu 782 KT1-Thu tuc GD de dang, nhanh chong 763 CN7-NV NH thuong xuyen lien lac voi KH 757 CN6-NH co duong day nong phuc vu KH 24/24 755 CN5-NH luon tien phong cung cap cac DV moi 726 KT3-NH co Ctu GD ro rang, khong sai sot 700 KT8-NH bao mat thong tin KH va giao dich 666 548 KT7-NH thuc hien dich vu dung tu lan dau 659 511 CTG3- NH co chsach gia linh hoat 649 KT4-NV co trinh chuyen mon gioi 619 -.513 624 CN1-NH co mang luoi dai ly rong khap 657 CN2-NH co dia diem GD thuan tien cho KH 603 CTG2-Chi phi giao dich hop ly 605 585 701 Extraction Method: Principal Component Analysis a components extracted Rotated Component Matrix a Component CN5-NH luon tien phong cung cap cac DV moi 909 CN7-NV NH thuong xuyen lien lac voi KH 840 CN10- NH co cac HDong Marketing hieu qua, an tuong 768 CN8-NH luon lang nghe y kien dong gop cua KH 765 CN4-NH co danh muc dich vu da dang, phong phu 727 KT1-Thu tuc GD de dang, nhanh chong 708 CN6-NH co duong day nong phuc vu KH 24/24 704 KT4-NV co trinh chuyen mon gioi 643 CN2-NH co dia diem GD thuan tien cho KH 869 KT8-NH bao mat thong tin KH va giao dich 783 CN1-NH co mang luoi dai ly rong khap 782 KT7-NH thuc hien dich vu dung tu lan dau 753 KT3-NH co Ctu GD ro rang, khong sai sot 544 CTG2-Chi phi giao dich hop ly 868 CTG3- NH co chsach gia linh hoat 820 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Component Transformation Matrix Component 780 504 370 -.532 846 -.031 -.329 -.173 928 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization HÀNG: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 683 Approx Chi-Square 193.027 df Sig .000 Communalities Initial Extraction SHL1-KH hai long voi CL DV cua NH 1.000 834 SHL2-KH se gioi thieu DV NH cho nguoi khac 1.000 859 SHL3-KH se tiep tuc su dung DV NH 1.000 661 Extraction Method: Principal Component Analysis Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings % of Component Total Cumulative Variance % 2.354 78.464 78.464 473 15.775 94.239 173 5.761 100.000 Extraction Method: Principal Component Analysis % of Total 2.354 Cumulative Variance % 78.464 78.464 Component Matrix a Component SHL1-KH hai long voi CL DV cua NH 913 SHL2-KH se gioi thieu DV NH cho nguoi khac 927 SHL3-KH se tiep tuc su dung DV NH 813 Extraction Method: Principal Component Analysis a components extracted Descriptive Statistics Mean Std Deviation N SHL 3.49 632 120 CN 3.07 698 120 KT 3.61 630 120 CTG 3.18 641 120 Correlations SHL Pearson Correlation CN KT CTG 662 609 364 662 1.000 512 532 KT 609 512 1.000 409 CTG 364 532 409 1.000 SHL 000 000 000 CN 000 000 000 KT 000 000 000 CTG N 1.000 CN Sig (1-tailed) SHL 000 000 000 SHL 120 120 120 120 CN 120 120 120 120 KT 120 120 120 120 CTG 120 120 120 120 Variables Entered/Removed Variables Variables Entered Removed Model a Method CN KT Stepwise (Criteria: Probability-of-F-to-enter = 100) Stepwise (Criteria: Probability-of-F-to-enter = 100) a Dependent Variable: SHL c Model Summary Std Error of the Model R R Square Adjusted R Square Estimate Durbin-Watson 662 a 438 433 476 732 b 536 528 434 2.138 a Predictors: (Constant), CN b Predictors: (Constant), CN, KT c Dependent Variable: SHL c ANOVA Model Sum of Squares df Mean Square 20.809 20.809 Residual 26.732 118 47.541 25.498 12.749 Residual 22.042 117 188 Total 47.541 119 91.855 000 a 67.672 000 b 119 Regression Sig .227 Total Regression F a Predictors: (Constant), CN b Predictors: (Constant), CN, KT c Dependent Variable: SHL Coefficients Unstandardized Model Standardized Coefficients Coefficients B Std Error Beta Collinearity Correlations t Sig 1.648 197 8.372 599 063 662 9.584 000 (Constant) 844 241 3.497 430 066 474 6.473 KT 367 073 366 4.989 Part Tolerance 662 662 662 1.000 1.000 000 662 514 408 738 1.355 000 609 419 314 738 1.355 a Dependent Variable: SHL Excluded Variables c Collinearity Statistics Partial Model Beta In t Sig Minimum Correlation Tolerance VIF Tolerance KT 366 a 4.989 000 419 738 1.355 738 CTG VIF 001 CN Zero-order Partial Statistics 000 CN (Constant) a 018 a 214 831 020 717 1.394 717 CTG -.054 b -.712 478 -.066 692 1.445 613 a Predictors in the Model: (Constant), CN b Predictors in the Model: (Constant), CN, KT c Dependent Variable: SHL ... Doanh s chi tr ki u h Bi u thu nh p c n 2008 -2 012 n 200 8-2 012 n 200 8-2 012 n 200 8-2 012 n 200 8-2 012: n 200 8-2 012 an - - - Chi nhánh 7, - - - Chi nhánh 2 - khách hàng NH No&PTNT Chi nhánh + +... giai +T - a khách hàng, giúp ngân hàng - ngân hàng - Là khách hàng - Giúp ngân hàng No&PTNT VN tài g m ch : ng: o No - Chi nhánh - Chi nhánh 1.1 1.1.1 hàng hóa - , edition 5th, huy , thu phí... g qua hình 1.1.3.3 Ngân hàng h Ngân hàng th c ch hàng nh : i công tác n 1.1.3.4 1.1.3.5 1.1.3.6 ngân hàng ngân hàng th qua 1.1.3 .7 ngân hàng - - ng a 1.1.3.8 Nguyên nhân chi phí ng ng ng 1.1.3.9