H NH NHÂN NGHIÊN C U CÁC NHÂN T N QU Y T NH S NH H D NG LÂU DÀI D CH V TH C A VIETCOMBANK TRÊN A BÀN TP.HCM LU N V N TH C S KINH T TP.H NG 2013 H NH NHÂN NGHIÊN C U CÁC NHÂN T N QU Y T NH S NH H D NG LÂU DÀI D CH V TH C A VIETCOMBANK TRÊN A BÀN TP.HCM Chuyên ngành: Tài chính-Ngân hàng LU N V N TH C S KINH T PGS TS TP.H NG 2013 Tôi xin cho Tôi xin , giúp tơi hồn thành ngày 20/08/2013 này, là: PGS quý báu cho TS Trang , i 1.1 1.1.1 1.1.1.1 1.1.1.2 1.1.2 1.1.3 1.1.3.1 1.1.3.2 1.1.3.3 1.1.4 1.1.4.1 1.1.4.2 1.1.4.3 1.1.4.4 1.1.4.5 1.1.5 1.1.5.1 1.1.5.2 1.1.5.3 1.1.5.4 10 1.1.6 10 1.1.6.1 10 1.1.6.2 11 1.1.6.3 11 1.2 12 1.2.1 9000 12 12 1.2.1.2 Theo Gronroos (1984) 12 1.2.1.3 Theo Parasuraman & ctg (1985, 1988) 13 1.2.2 14 1.2.3 16 1.2.4 16 1.2.5 18 1.2.6 dài 19 1.3 20 20 23 1.3.3 23 1.3.3.1 23 1.3.3.2 24 1.3.3.3 24 1.3.3.4 25 1.3.3.5 25 26 28 2.1 28 2.1.1 2.1.2 Tì 28 29 2.1.2.1 30 2.1.2.2 31 2.1.2.3 32 2.1.2.4 POS 33 2.1.2.5 33 2.2 33 2.2.1 33 2.2.2 37 2.3 HCM 37 2.3.1 37 2.3.2 38 2.3.3 39 2.3.4 41 2.3.5 42 2.4 43 2.4.1 43 2.4.2 43 44 45 3.1 45 45 45 3.2 46 3.3 47 3.3.1 47 3.3.2 48 3.4 49 3.4.1 49 3.4.2 51 3.4.3 52 3.4.3.1 52 3.4.3.2 (EFA) 54 3.4.3 54 3.4.3.2.2 56 3.4.3.2.3 Q 58 3.4.3.2.4 58 3.4.4 59 3.4.5 60 3.4.5.1 62 3.4.5.2 62 3.4.6 65 3.4.7 66 3.4.7.1 66 3.4.7.2 66 3.4.7.3 69 3.4.8 70 71 73 4.1 73 4.2 73 73 75 77 78 78 79 80 Vietcombank 80 4.3 - 81 81 82 82 4.4 83 84 TC3 -.062 642 169 HH3 050 -.044 862 HH2 -.054 -.028 858 HH4 025 022 777 HH1 -.033 014 628 HH5 179 199 453 HH6 188 179 443 Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations 4/ NL4, NL5 4) KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 958 Approx Chi-Square 5332.988 df 253 Sig .000 Total Variance Explained Rotation Sums Extraction Sums of Squared of Squared Loadings Loadings Initial Eigenvalues % of Cumulative % of Variance % Total Cumulative Variance % a Factor Total Total 11.819 51.387 51.387 11.420 49.651 49.651 10.434 1.598 6.947 58.334 1.214 5.280 54.930 9.138 1.244 5.409 63.743 810 3.522 58.453 8.026 981 4.263 68.006 765 3.328 71.334 612 2.659 73.993 556 2.416 76.409 531 2.308 78.717 529 2.302 81.019 10 470 2.042 83.061 11 417 1.811 84.872 12 413 1.795 86.667 13 383 1.666 88.333 14 354 1.540 89.873 15 338 1.469 91.342 16 309 1.342 92.683 17 306 1.329 94.013 18 278 1.210 95.223 19 267 1.163 96.386 20 233 1.013 97.398 21 212 922 98.320 22 200 871 99.192 23 186 808 100.000 Extraction Method: Principal Axis Factoring a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance Pattern Matrix a Factor 974 938 888 767 670 NL1 616 NL2 611 NL3 534 526 524 518 NL6 435 TC1 754 TC5 717 TC4 675 TC2 667 TC3 642 HH3 862 HH2 858 HH4 777 HH1 628 HH5 453 HH6 443 Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization a Rotation converged in iterations Factor Correlation Matrix Factor 1.000 760 671 760 1.000 643 671 643 1.000 Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization 5/ Case Processing Summary N Valid Cases % 336 Total 336 a Excluded 100.0 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items Alpha 945 12 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted 43.76 939 55.863 759 940 55.155 786 939 56.057 784 939 43.87 55.842 778 939 43.80 56.260 767 940 43.59 57.580 655 943 44.27 56.262 620 945 44.10 53.568 808 938 44.10 54.852 749 940 43.98 khách hàng 779 43.74 hàng 54.943 43.90 tri ân khách hàng 942 43.80 NL6 Vietcombank ngân 702 43.84 chóng, xác 56.984 54.847 775 939 Scale Statistics Mean 47.89 Variance 65.939 Std Deviation N of Items 8.120 12 6/ KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square df Sig .739 782.917 000 Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings % of Cumulative Variance % Factor Total 2.594 86.475 86.475 269 8.971 95.447 137 4.553 % of Total 100.000 2.402 Extraction Method: Principal Axis Factoring Factor Matrix a Factor 953 899 827 Extraction Method: Principal Axis Factoring a factors extracted 10 iterations required Cumulative Variance % 80.064 80.064 Variables Entered/Removed Model Variables Entered Variables a Removed X3, X2, X1 b Method Enter a Dependent Variable: Y b All requested variables entered b Model Summary Model R 800 a Adjusted R Std Error of the Square R Square Estimate 640 636 Durbin-Watson 436 1.852 a Predictors: (Constant), X3, X2, X1 b Dependent Variable: Y a ANOVA Model Sum of Squares Regression df Mean Square 112.020 332 Sig 196.412 000 b 190 175.138 Total 37.340 63.117 Residual F 335 a Dependent Variable: Y b Predictors: (Constant), X3, X2, X1 Coefficients Model Unstandardized Standardized Coefficients a Coefficients B Std Error (Constant) 160 428 057 X2 145 X3 426 Sig Beta Collinearity Statistics Tolerance 177 X1 t VIF 903 367 400 7.455 000 376 2.657 057 126 2.563 011 447 2.239 056 361 7.607 000 481 2.079 a Dependent Variable: Y k Test of Homogeneity of Variances Levene Statistic df1 df2 Sig Y 2.945 332 033 X1 1.980 332 117 X2 521 332 668 X3 027 332 994 k ANOVA Sum of Squares Between Groups df Mean Square 048 Within Groups 174.994 332 175.138 335 091 030 Within Groups 153.310 332 462 Total 153.401 335 2.276 759 Within Groups 130.512 332 393 Total 132.788 335 349 116 Within Groups 125.595 332 378 Total 125.944 335 Between Groups X1 Between Groups X2 Between Groups X3 Sig .527 Total Y 143 F 091 965 065 978 1.930 125 308 820 LD DV DV k Test of Homogeneity of Variances Levene Statistic df1 df2 Sig Y 4.589 332 004 X1 2.845 332 038 X2 5.711 332 001 X3 3.701 332 012 sig < 0,05 k ANOVA Sum of Squares Between Groups df Mean Square 1.427 Within Groups 170.858 332 175.138 335 7.117 2.372 Within Groups 146.283 332 441 Total 153.401 335 3.742 1.247 Within Groups 129.046 332 389 Total 132.788 335 2.398 799 Within Groups 123.546 332 372 Total 125.944 335 Between Groups X1 Between Groups X2 Between Groups X3 Sig .515 Total Y 4.280 F 2.772 042 5.384 001 3.209 023 2.148 094 Y, X1 X2 có sig < 0,05 , ANOVA) k Multiple Comparisons Tamhane Dependent (I) tuoi (J) tuoi Mean Difference (I-J) Variable Std Sig Error 95% Confidence Interval Lower Upper Bound Bound Y 027 105 1.000 -.25 31 - -.222 111 256 -.52 08 - .211 105 1.000 -.31 25 - * 086 024 -.48 -.02 435 999 -1.31 1.68 222 111 256 -.08 52 - * 086 024 02 48 437 924 -1.06 1.93 - -.211 441 998 -1.70 1.28 - -.184 435 999 -1.68 1.31 - -.433 437 924 -1.93 1.06 - -.023 094 1.000 -.28 23 - * 105 006 -.63 -.07 -.028 378 1.000 -1.30 1.25 - 023 094 1.000 -.23 28 - * 084 001 -.55 -.10 -.005 373 1.000 -1.28 1.27 352 * 105 006 07 63 328 * 084 001 10 55 324 376 959 -.95 1.60 - 028 378 1.000 -1.25 1.30 - 005 373 1.000 -1.27 1.28 - -.324 376 959 -1.60 95 - 044 090 997 -.20 28 - -.186 097 298 -.45 07 250 436 995 -1.23 1.73 - -.044 090 997 -.28 20 - * 075 015 -.43 -.03 206 432 998 -1.28 1.69 - 186 097 298 -.07 45 - * 075 015 03 43 436 434 920 -1.05 1.92 - -.250 436 995 -1.73 1.23 - -.206 432 998 -1.69 1.28 - -.436 434 920 -1.92 1.05 - -.055 088 990 -.29 18 - -.224 094 107 -.47 03 037 X1 -.027 433 - 1.70 - - -1.28 184 - 998 - 441 361 1.000 -1.18 1.26 055 088 990 -.18 29 - - X2 - - - -.249 249 -.352 -.328 -.230 230 X3 - - - 074 134 -.37 03 092 356 1.000 -1.13 1.31 -25 t 224 094 107 -.03 47 - 169 074 134 -.03 37 261 358 982 -.96 1.48 - -.037 361 1.000 -1.26 1.18 - -.092 356 1.000 -1.31 1.13 - - -.169 -.261 358 982 -1.48 96 * The mean difference is significant at the 0.05 level 09 1/ Giá Y: Descriptive Statistics N Minimum Maximum Mean Std Deviation ngân hàng 336 67669 1.00 5.00 4.1560 62959 1.00 5.00 4.0843 61315 336 Valid N (listwise) 3.9906 336 t 5.00 336 X3 1.00 1.00 5.00 4.2103 72305 336 ngân hàng (X3) Mean ngân hàng (X1) 2/ c X1: Descriptive Statistics N Minimum Maximum Mean Std Deviation 336 4.13 787 336 4.05 885 336 4.09 827 336 3.98 860 336 3.78 967 3.78 923 3.90 896 4.15 789 4.02 812 336 4.08 787 336 Valid N (listwise) 336 NL6 Vietcombank ngân 945 336 chóng, xác 3.62 336 khách hàng 336 hàng 336 tri ân khách hàng 4.29 780 336 MEAN 1.00 3/ 2.00 3.00 4.00 5.00 X2: Descriptive Statistics N Minimum Maximum Mean Std Deviation 336 4.02 860 4.31 788 336 4.17 745 336 4.13 906 336 Valid N (listwise) 336 TC3 Khách h 1 4.14 758 336 xác TC3 Khách hàng tín MEAN 1.00 2.00 3.00 4/ 4.00 5.00 X3: Descriptive Statistics N Minimum Maximum Mean Std Deviation 336 4.06 757 3.95 834 336 4.14 719 336 4.01 743 336 4.34 710 336 Valid N (listwise) 336 c thù 1 4.01 859 336 MEAN 1.00 2.00 5/ 3.00 4.00 5.00 Y: Descriptive Statistics N Minimum Maximum Mean Std Deviation 336 4.23 795 336 4.13 816 336 4.26 724 khác Valid N (listwise) 336 MEAN 1.00 2.00 3.00 4.00 5.00 ... H NH NHÂN NGHIÊN C U CÁC NHÂN T N QU Y T NH S NH H D NG LÂU DÀI D CH V TH C A VIETCOMBANK TRÊN A BÀN TP.HCM Chuyên ngành: Tài chính-Ngân hàng LU N... (Tangibles) l c c a nhân viên thi pd s n sàng c a nhân viên p cho khách hàng chuyên môn cung cách ph c khách hàng Th hi n s quan tâm (empathy) ng ti n h u phù h p úng h a m t cách xác n qua trình... Economics i, 18 - ( ) ( ) ( ) ( Hình 1.4 1.2.5 C nghiên ) 19 2000) khác 1988) (Cronin & Taylor,1992; Bloemer, Peeters, 1997) thu hút 1.2.6 S lâu dài s Amstrong, 1991; Overton, 1971) Perner 20 nhu