NÂNG CAO SỰ HÀI LÒNG CỦA KHÁCH HÀNG CÁ NHÂN ĐỐI VỚI DỊCH VỤ KHÁCH HÀNG TẠI NGÂN HÀNG TMCP ĐẦU TƯ VÀ PHÁT TRIỀN VIỆT NAM CHI NHÁNH QUẢNG NGÃI LUẬN VĂN THẠC SĨ.PDF

B O I H C KINH T TP H - HU NH TH TH I V I D CH V IC T PH N VI LU Tp H B O I H C KINH T TP H - HU NH TH TH AO S I V I D CH V IC T PH N VI : 60340201 LU NG D N KHOA H C: PGS.TS TR Tp H i L i v i d ch v t n Vi t Nam uc c thu th d ng m li c K t qu c a b t c lu b tc - 2013 Hu nh Th Th ii M CL C L i M C L C ii DANH M VI T T T .vii DANH M NG viii DANH M L IM , BI ix U 1.S c n thi t c 2.M u u u a lu 6.K t c u c a lu NG QUAN S I T 1.1 D ch v D CH V ch v i 1.1.1 D ch v 1.1.1.1 m d ch v 1.1.1.2 Nh b n c a d ch v 1.1.2 D ch v 1.2 T ng quan v s 12 mv s 12 1.2.2 S c n thi t ph 12 1.2.1 1.2.3 1.2.3.1 Ch 1.2.3.2 1.2.4 M ns ng d ch v 13 13 d ch v 14 ng s 15 iii 1.2.5 S tv s nghi p 16 1.2.6 d ch v ts 17 1.3 M t s d ch v us ch ng 18 1.3.1 ng d ch v 18 1.3.2 u t 24 1.3.3 a M 24 s C TR NG S V D CH V 26 TRI N VI 2.1 Gi i thi u v T Vi 2.1.1 Gi i thi u l ch s Nam nc t 26 2.1.2 Gi i thi u v Qu n Vi 29 2.1.2.1 n 29 2.1.2.2 Ch 2.1.2.3 26 mv 30 u t ch c 32 2.2 Th c tr ng d ch v iv n Vi 2.2.1 33 c tr ng d ch v iv 33 2.2.1.1 ng v n t 2.2.1.2 2.2.1.3 2.2.1.4 K t qu ho 33 iv ch v chuy n ti 34 ch v th c 36 ng kinh doanh 38 iv 2.2.2 c tr ng d ch v iv 40 2.2.2.1 Nh c 40 2.2.2.2 Nh ng m t h n ch 41 2.3 Th c tr ng s d ch v gt n Vi ng 42 2.3.1 u 42 2.3.2 Thi t k u 43 2.3.2.1 u 43 2.3.2.2 u 44 2.3.3 2.3.4 ng b i 44 45 2.3.5 M u 47 2.3.6 K t qu kh i v i d ch v 47 2.3.6.1 m u 47 2.3.6.2 Ki tin c y c 49 2.3.6.3 51 2.3.6.4 i quy 54 2.3.6.5 vi ph 2.3.6.6 Ki nh s 2.3.6.7 Ki nh s nh c n thi t h i quy 57 tu i 58 s i 60 2.3.6.8 Ki tr 2.3.6.9 Ki nghi p nh s s 61 nh s s ak 62 v 2.3.6.10 Ki nh s s h c v n 63 2.3.6.11 Ki nh p nh s s 65 2.3.7 d ch v 67 2.3.7.1 Nh ng k t qu c 2.3.7.2 Nh ng m 67 nt 68 D CH V 73 N VI 3.1 ng, chi nc 3.2 M t s gi iv i d ch v a BIDV 3.2.1 ng chi 3.2.2 nm 3.2.3 74 c qu u 74 i giao d ch 75 n ph m d ch v 76 3.2.4 C nh tranh v 77 3.2.5 Chia s 78 3.2.6 3.2.7 73 im ym 79 3.2.8 ng ngu 3.2.9 nh 3.2.10 c 80 82 ng ki m tra, ki 3.3 Gi 78 i b 82 tr 83 3.3.1 iv 3.3.2 iv iH is 83 n Vi t Nam 84 K T LU N 86 u tham kh o vi Ph l c Ph l c u ch nh Ph l u ch nh Ph l c 3: B Ph l c 4: B i kh Ph l c 5: K t qu Ph l c 6: K t qu k Ph l c 7: K t qu i quy Ph l c 8: K t qu ki Ph l c 9: Ki nh s pc vii DANH M C C ATM: VI T T T ch t ng BIDV: n Vi t Nam BIDV QN: n Vi Qu CBCNV: CBNH: CLDV: CSCNT: DNNVV: Ch ng d ch v ch p nh n th Doanh nghi p nh a n EFA: KHCN: NH: NHNN: c NHTM: i NHTMCP: i c ph n POS: SERVQUAL: VIETCOMBANK: TECHCOMBANK: p nh Service quality (Ch ) ng d ch v ) t Nam t Nam viii DANH M C B ng 2.1 NG ng v n t 33 B ng 2.2 K t qu ho iv B ng 2.3 T l 34 n n 35 B ng 2.4 Doanh s chuy n ti n c B ng 2.5 S ng th 36 37 B ng 2.6 B ng t ng h p k t qu kinh doanh 39 B ng 2.7 ng d ch v t n Vi B ng 2.8 Th 45 u kh 48 B ng 2.9 Ki 50 B ng 2.10 K t qu n ch ng d ch v d ch v 52 B ng 2.11 K t qu 53 Bng 2.12 Th i quy 54 B ng 2.13 B pc 55 B ng 2.14 i quy) 55 B ng 2.15 H s h i quy s d B ng 2.16 Ki 56 i v i bi B ng 2.17 Ki nh T- i v i bi n gi B ng 2.18 Ki nh T- i v i bi tu i 59 61 ng g 62 B ng 2.19 Ki i v i bi n ngh nghi p 63 B ng 2.20 Ki i v i bi B ng 2.21 Ki i v i bi n thu nh p 66 h c v n 64 Ph l c 6: K T QU KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Approx Chi-Square Sphericity df Sig .826 3186.800 465 000 Total Variance Explained Extraction Sums of Rotation Sums of Initial Eigenvalues Squared Loadings Squared Loadings Com % of % of Cumul pone Varianc Cumulati Varianc Cumula % of ative nt Total e ve % Total e tive % Total Variance % 5.61 18.099 18.099 5.611 18.099 18.099 4.103 13.235 13.235 3.81 12.302 30.401 3.814 12.302 30.401 3.605 11.628 24.863 3.55 11.465 41.866 3.554 11.465 41.866 3.593 11.590 36.454 4 2.98 9.632 51.498 2.986 9.632 51.498 3.446 11.116 47.570 2.84 9.165 60.662 2.841 9.165 60.662 3.101 10.004 57.575 2.06 6.656 67.318 2.063 6.656 67.318 3.020 9.743 67.318 748 2.414 69.732 717 2.312 72.044 647 2.088 74.132 10 606 1.954 76.086 11 586 1.892 77.978 12 568 1.832 79.810 13 529 1.708 81.517 14 515 1.663 83.180 15 470 1.516 84.696 16 454 1.465 86.162 17 418 1.347 87.509 18 395 1.274 88.783 19 20 21 22 23 24 25 26 27 28 29 30 31 378 371 357 315 305 265 261 248 227 219 199 177 156 1.219 90.002 1.197 91.199 1.151 92.350 1.017 93.367 983 94.350 854 95.204 841 96.045 799 96.844 733 97.577 708 98.285 641 98.927 570 99.497 503 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component AS2 AS3 AS4 AS1 AS5 AS6 RE1 RE2 RE3 RE5 RE4 RE6 RS1 RS2 RS3 RS4 RS5 TA4 TA5 TA1 TA2 848 839 812 785 773 763 821 780 743 732 719 698 871 867 852 815 794 846 830 828 809 TA3 EM1 EM5 EM2 EM4 EM3 PR4 PR3 PR1 PR2 774 831 779 771 755 733 885 878 847 813 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Approx Chi-Square Sphericity df Sig .743 128.442 000 Communalities Initial Extraction SA1 1.000 461 SA2 1.000 588 SA3 1.000 542 SA4 1.000 540 Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings Compon % of Cumulat Tota % of Cumulati ent Total Variance ive % l Variance ve % 2.13 2.131 53.269 53.269 53.269 53.269 692 17.290 70.559 644 16.088 86.647 534 13.353 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component SA2 767 SA3 736 SA4 735 SA1 679 Extraction Method: Principal Component Analysis a components extracted Ph l c 7: K T QU I QUY Variables Entered/Removedb Variables Model Variables Entered Removed Method Do tin cay Do dap ung Nang luc phuc vu Enter Su dong cam Phuong tien huu hinh Gia ca dich vu a All requested variables entered b Dependent Variable: su hai long Model Summaryb Adjusted R Std Error of Model R R Square Square the Estimate a 934 873 869 11404 a Predictors: (Constant), Do tin cay, Do dap ung, Nang luc phuc vu, Su dong cam, Phuong tien huu hinh, Gia ca dich vu b Dependent Variable: Su hai long ANOVAb Sum of Model Squares df Mean Square F Sig Regression 16.582 2.764 212.490 000a Residual 2.406 185 013 Total 18.988 191 a Predictors: (Constant), Do tin cay, Do dap ung, Nang luc phuc vu, Su dong cam, Phuong tien huu hinh, Gia ca dich vu b Dependent Variable: Su hai long Coefficientsa Unstandardized Standardized Collinearity Coefficients Coefficients Statistics Std Toleranc Model B Error Beta t Sig e VIF (Constant) -.147 127 -1.157 249 Do tin cay 227 018 363 12.485 000 811 1.232 Do dap ung 169 015 330 11.353 000 811 1.234 Nang luc 176 012 386 14.398 000 955 1.047 phuc vu Su dong cam 200 017 321 12.012 000 959 1.043 Phuong tien 135 018 202 7.619 000 975 1.026 huu hinh Gia ca dich 218 015 386 14.633 000 982 1.018 vu a Dependent Variable: Su hai long Ph l c 8: K T QU KI Test of Homogeneity of Variances SA Levene Statistic df1 df2 Sig .947 188 419 Descriptives SA N Tu 18 den 24 Tren 24 den duoi 40 Tren 40 den duoi 60 Tren 60 Total Std Deviati Mean on 26 3.9231 32225 76 4.0757 27994 71 3.9789 29200 19 3.8026 42146 19 3.9922 31530 95% Confidence Interval for Mean Std Lower Upper Minimu Maxim Error Bound Bound m um 063 3.7929 4.0532 3.00 4.50 20 032 4.0117 4.1396 3.25 4.75 11 034 3.9098 4.0480 3.00 4.50 65 096 3.5995 4.0058 2.75 4.25 69 022 3.9473 4.0371 2.75 4.75 75 ANOVA SA Between Groups (Combined) Linear Unweight Term ed Weighted Deviation Within Groups Total Sum of Squares 1.349 Mean Square 450 F 4.792 Sig .003 248 248 2.641 106 294 1.055 17.639 18.988 188 191 294 527 094 3.136 5.621 078 004 df Multiple Comparisons SALSD Mean Differenc e (I-J) (I) Tuoi Tu 18 den 24 (J) Tuoi Tren 24 den -.15258* duoi 40 Tren 40 den -.05580 60 Tren 60 12045 Tren 24 den Tu 18 den 24 15258* duoi 40 Tren 40 den 09678 60 Tren 60 27303* Tren 40 den Tu 18 den 24 05580 60 Tren 24 den -.09678 duoi 40 Tren 60 17624* Tren 60 Tu 18 den 24 -.12045 Tren 24 den -.27303* duoi 40 Tren 40 den -.17624* 60 * The mean difference is significant at the 0.05 level Std Error Sig 95% Confidence Interval Lower Upper Bound Bound 06959 030 -.2899 -.0153 07022 428 -.1943 0827 09245 06959 194 030 -.0619 0153 3028 2899 05056 057 -.0029 1965 07857 07022 001 428 1180 -.0827 4280 1943 05056 057 -.1965 0029 07912 09245 027 194 0202 -.3028 3323 0619 07857 001 -.4280 -.1180 07912 027 -.3323 -.0202 Group Statistics SA G.tinh Nam Nu N 84 108 Mean Std Deviation 3.9911 30420 3.9931 32508 Std Error Mean 03319 03128 Independent Samples Test Levene's Test for Equality of Variances F S Equal A variances assumed Equal variances not assumed t-test for Equality of Means Sig t Std Sig Mean Error (2- Differ Differe tailed) ence nce df 95% Confidence Interval of the Difference Lower Upper -.043 190 966 00198 04599 -.09270 08873 -.044 429 513 183.57 965 00198 04561 -.09197 08800 Group Statistics SA t.tranggd Co gia dinh Khong co gia diinh N 123 69 Mean Std Deviation 4.0244 33635 3.9348 26656 Std Error Mean 03033 03209 Independent Samples Test Levene's Test for Equality of Variances F S A Equal variances assumed Equal variances not assumed Sig .964 328 t-test for Equality of Means t 1.902 df Sig Std (2- Mean Error tailed Differ Differ ) ence ence 95% Confidence Interval of the Difference Lower Upper 190 059 08961 04710 -.00330 18252 2.029 168.706 044 08961 04415 00244 17677 Test of Homogeneity of Variances SA Levene Statistic df1 df2 Sig .482 185 821 Descriptives SA 95% Confidence Interval for Mean Std Deviat Std Lower Upper Minimu Maxim N Mean ion Error Bound Bound m um 30 4.0167 30747 05614 3.9019 4.1315 3.50 4.75 CBCNV nha nuoc CBCNV cty nuoc 34 ngoai CBCNV cty 71 nuoc Chu doanh nghiep 14 Tieu thuong 14 Hoc sinh - sinh 21 vien Nganh nghe tu Total 192 4.0368 37504 06432 3.9059 4.1676 2.75 4.75 3.9930 31045 03684 3.9195 4.0664 2.75 4.50 3.9464 20045 05357 3.8307 4.0622 4.0714 20636 05515 3.9523 4.1906 3.75 3.75 4.25 4.50 3.9048 35774 07806 3.7419 4.0676 3.00 4.50 3.8750 32733 11573 3.6013 4.1487 3.9922 31530 02275 3.9473 4.0371 3.50 2.75 4.50 4.75 ANOVA SA Between Groups Within Groups Total Sum of Squares 473 18.515 18.988 df Mean Square 079 185 100 191 F 788 Sig .580 Test of Homogeneity of Variances SA Levene Statistic df1 df2 Sig 1.033 188 379 Descriptives SA 95% Confidence Interval for Mean Std Deviati Std Lower Upper Minimu Maximu N Mean on Error Bound Bound m m 15 3.6667 37401 09657 3.4595 3.8738 3.00 4.50 Pho thong Cao dang, trung 61 cap Dai hoc 95 Sau dai hoc 21 Total 192 4.0164 30574 03915 3.9381 4.0947 2.75 4.75 4.0395 3.9405 3.9922 29245 03000 3.9799 4.0990 27277 05952 3.8163 4.0646 31530 02275 3.9473 4.0371 2.75 3.50 2.75 4.75 4.50 4.75 ANOVA SA Sum of Squares Between (Combined) 1.894 Groups Linear Unweighted 676 Term Weighted 445 Deviation 1.448 Within Groups 17.095 Total 18.988 df 1 188 191 Mean Squar e 631 676 445 724 091 F 6.942 7.431 4.899 7.964 Sig .000 007 028 000 Multiple Comparisons SALSD Mean Differenc Std e (I-J) Error (I) trinhdo Pho thong (J) trinhdo Cao dang, trung -.34973* cap Dai hoc -.37281* Sau dai hoc -.27381* Cao dang, Pho thong 34973* trung cap Dai hoc -.02308 Sau dai hoc 07592 Dai hoc Pho thong 37281* Cao dang, trung 02308 cap Sau dai hoc 09900 Sau dai hoc Pho thong 27381* Cao dang, trung -.07592 cap Dai hoc -.09900 * The mean difference is significant at the 0.1 level Sig 90% Confidence Interval Lower Upper Bound Bound 08691 000 -.4934 -.2061 08378 10194 08691 04947 07629 08378 000 008 000 641 321 000 -.5113 -.4423 2061 -.1049 -.0502 2343 -.2343 -.1053 4934 0587 2020 5113 04947 641 -.0587 1049 07271 10194 175 008 -.0212 1053 2192 4423 07629 321 -.2020 0502 07271 175 -.2192 0212 Test of Homogeneity of Variances SA Levene Statistic df1 df2 Sig .651 188 583 Descriptives SA N Std Deviati Mean on 95% Confidence Interval for Mean Std Minimu Maxim Error Lower Upper m um Duoi trieu Tu den duoi trieu Tu den duoi 10 trieu Tren 10 trieu Total 21 3.9048 Bound Bound 35774 07806 3.7419 4.0676 3.00 4.50 14 3.9107 41146 10997 3.6731 4.1483 2.75 4.50 93 3.9731 30941 03208 3.9094 4.0368 2.75 4.50 64 4.0664 192 3.9922 27546 03443 3.9976 4.1352 31530 02275 3.9473 4.0371 3.50 2.75 4.75 4.75 ANOVA SA Between Groups (Combined) Linear Unweight Term ed Weighted Deviation Within Groups Total Sum of Squares 640 Mean Squar df e 213 F 2.185 Sig .091 460 460 4.712 031 566 074 18.348 18.988 188 191 566 037 098 5.795 380 017 684 ANOVA SA Sum of Squares Between Groups (Combined) Linear Term Unweight ed Weighted Deviation Within Groups Total df Mean Square 640 213 460 460 566 566 074 18.348 188 18.988 191 037 098 F 2.18 4.71 5.79 380 Sig .091 031 017 684 Ph l c 9: KI NH S th : Scatterplot PC Bi : T n s c a ph ... V T TMCP N VI T NAM QU 2.1 Gi i thi u v Vi t Nam 2.1.1 Gi i thi u l ch s ng nc Vi t Nam : i c ph n Vi t Nam ch qu c t : Joint Stock Commercial Bank for Investment and Development of Vietnam a... k n cc a c Vi t Nam n Vi p nh 177/TTg c a Th Theo th - n thi t Vi t Nam t - ng Vi t Nam t - n Vi t Nam t - n Vi t Nam t 2012 Th i k R c h i kinh t d ng nh ng ti n thi t Vi t Nam (1957 1981)... im bao g c, ph l t lu n, lu v ik tc ng quan s d ch v i c tr ng s d ch v n Vi t Nam chi nh Qu d ch v n Vi t Nam chi NG QUAN S A D CH V T 1.1 D ch v M I d ch v c i 1.1.1 D ch v 1.1.1.1 m d ch v