NÂNG CAO SỰ THỎA MÃN CỦA KHÁCH HÀNG ĐỐI VỚI SẢN PHẨM DỊCH VỤ THẺ ATM CỦA NGÂN HÀNG TMCP ĐÔNG Á TẠI TPHCM.PDF

B GIÁO D O I H C KINH T TP.HCM NGUY N TH H NG LOAN NÂNG CAO S TH A MÃN C PH M D CH V TH ATM C PH I THÀNH PH H Chuyên ngành: Tài ngân hàng Mã s : 60340201 LU TP H Chí Minh 2013 IV IS N IC CHÍ MINH ATM HÀNG 1.1 ATM 1.1.1 ATM 1.1.2 1.2 ATM 1.2.1 - 1.2.1.1 1.2.1.2 1.2.2 1.2.2.1 1.2.2.2 1.2.3 1.2.4 M 10 1.2.5 10 1.2.6 11 1.2.7 12 1.2.7.1 Mơ hình Noriaki Kano 13 1.2.7.2 SERVPERF 14 1.2.7.3 ngân hàng 14 1.2.8 M 13 1.2.8.1 1.2.8.2 Lý th 1.2.8.3 1.2.9 19 1.2.10 20 1.2.10.1 Kinh 20 1.2.10.2 Bài 21 23 24 2.1 24 2.1.1 24 2.1.2 2012 24 2.2 26 2.2.1 ATM 26 2.2.2 ngân hàng 27 2.2.2.1 ATM 27 2.2.2.2 28 2.2.2.3 28 2.3 30 2.3.1 30 2.3.2 32 2.3.3 33 2.3.4 33 2.3.5 35 2.3.5.1 35 2.3.5.2 36 2.3.5.3 41 2.3.5.4 44 2.3.5.5 h 46 2.4 ATM 49 2.4.1 49 2.4.2 50 2.4.3 Nguyên nhân 51 52 53 3.1 2015- 2020 53 3.1.1 53 3.1.2 ATM 54 3.2 ATM 55 3.2.1 55 3.2.1.1 55 3.2.1.2 55 3.2.1.3 56 3.2.1.4 58 3.2.1.5 60 3.2.1.6 60 3.2.1.7 61 3.2.1.8 62 3.2.2 K ng 68 69 70 CÁC ATM: Banknet: DAB: NHNN: POS: Smartlink: SPDV: TM: TMCP: VNBC Bank .2 2 2.6 2.7 2.8: 2 2 -2012 Hình 1.1: Mơ hình kho ng cách ch ng d ch v Hình 1.2 : Mơ hình v s th a mãn c Hình 1.4: Mơ hình nhân t nh quy Hình 2.1: Quy trình phát hành th ATM t i DAB Hình 2.2: Quy trình Hình 2.3 nh s d ng th ATM ATM ATM ATM tiêu ATM ATM XI CHINH SACH LAI SUAT TREN SO 3.92 DU HOP LY 644 535 Scale Statistics Mean 7.82 Variance Std Deviation 1.891 N of Items 1.375 Reliability Statistics Cronbach's Alpha N of Items 768 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Total Correlation if Item Deleted Item Deleted ANH CHI CHO BIET MUC DO HAI LONG CHUNG QUA CAC LAN 7.91 1.968 636 654 7.69 1.772 617 672 7.78 2.000 557 737 GIAO DICH ATM ANH, CHI CO TIEP TUC SU DUNG THE ATM CUA DAB NUA KHONG NEU CO MOT AI HOI THE ATM, ANH CHI CO DU DINH SE GIOI THIEU HAY THUYET PHUC SU DUNG THE ATM CUA DAB KHONG Scale Statistics Mean 11.69 Variance 3.858 Std Deviation 1.964 N of Items XII Reliability Statistics Cronbach's Alpha N of Items 646 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Total Correlation if Item Deleted Item Deleted DAB LUON DAP UNG DUOC MONG DOI CUA TOI VE LOAI 7.92 2.218 444 568 8.03 2.092 556 407 8.19 2.567 378 649 HINH DICH VU THE CHU THE ATM CUA DAB DUOC UU DAI TAI CAC DON VI CHAP NHAN THE DAB CO NHIEU CHUONG TRINH KHUYEN MAI TRUC TIEP CHO KHACH HANG Scale Statistics Mean 12.07 Variance Std Deviation 4.383 N of Items 2.094 Reliability Statistics Cronbach's Alpha N of Items 615 Item-Total Statistics Scale Mean if Scale Variance if HE THONG DAB LAM VIEC 24/24H DE LIEN HE KHI XAY RA VAN DE Cronbach's Alpha Item Deleted DAB LUU Y IT DE XAY RA LOI Corrected ItemTotal Correlation if Item Deleted Item Deleted 3.54 861 446 3.30 1.033 446 XIII Scale Statistics Mean Variance 6.85 Std Deviation 2.736 N of Items 1.654 Reliability Statistics Cronbach's Alpha N of Items 649 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Total Correlation if Item Deleted NHAN VIEN DAB CO THAI DO Item Deleted 7.20 2.737 520 476 7.11 2.642 463 546 7.56 PHUC VU TOT GAY NIEM TIN 2.767 401 633 NHAN VIEN DAB BIET RO SAN PHAM DICH VU THE, SU DUNG MAY ATM THANH THAO, SU LY NGHIEP VU NHANH CHONG, CHINH XAC NHAN VIEN DAB LUON LANG NGHE Y KIEN Scale Statistics Mean 10.94 Variance 5.198 Std Deviation 2.280 N of Items XIV KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .795 Approx Chi-Square Bartlett's Test of Sphericity 1880.224 Df 210 Sig .000 Total Variance Explained Comp Initial Eigenvalues Extraction Sums of Squared onent Rotation Sums of Squared Loadings Loadings Total % of Variance Cumulativ Total e% % of Cumulative Variance Total % % of Cumulative Variance % 5.584 26.590 26.590 5.584 26.590 26.590 2.973 14.159 14.159 2.173 10.347 36.936 2.173 10.347 36.936 2.569 12.232 26.390 1.964 9.351 46.288 1.964 9.351 46.288 2.192 10.439 36.829 1.263 6.014 52.301 1.263 6.014 52.301 1.925 9.166 45.995 1.164 5.542 57.844 1.164 5.542 57.844 1.845 8.785 54.780 1.071 5.099 62.943 1.071 5.099 62.943 1.714 8.163 62.943 950 4.522 67.464 841 4.004 71.468 757 3.604 75.072 10 715 3.406 78.478 11 626 2.980 81.458 12 604 2.876 84.334 13 536 2.553 86.887 14 445 2.119 89.006 15 420 2.002 91.008 16 405 1.931 92.939 17 364 1.735 94.674 18 339 1.614 96.288 19 291 1.384 97.672 20 270 1.288 98.960 21 218 1.040 100.000 XV Rotated Component Matrixa Component TOI SU DUNG THE ATM CUA DAB VI NO AN TOAN HON SU DUNG TIEN 736 MAT CHU THE ATM CUA DAB DUOC UU DAI TAI CAC DON VI CHAP NHAN 692 THE TOI AN TAM DI MUA SAM KHI MANG THEO THE ATM CUA DAB 692 DAB CO NHIEU CHUONG TRINH KHUYEN MAI TRUC TIEP CHO 548 KHACH HANG VOI TOI SO TIEN GIAO DICH TREN THE ATM CUA DAB LUON CHINH 516 509 XAC QUAY GIAO DICH THE SANG TRONG, GON GANG, NHAN VIEN THE AN MAC TUOM TAT HE THONG MAY ATM HIEN DAI, RONG KHAP VA DUOC LAP DAT O 813 DIA DIEM AN NINH SO LUONG DON VI CHAP NHAN THE ATM CUA DAB LON THE ATM CUA DAB THIET KE DEP, SANG TRONG 716 630 DAB LUON DAP UNG DUOC MONG DOI CUA TOI VE LOAI HINH DICH VU 560 THE THU TUC VA THOI GIAN PHAT HANH THE ATM CUA DAB NHANH CHONG TOI KHONG PHAI CHO DOI LAU KHI THUC HIEN GIAO DICH 801 693 VOI TOI, PHAM VI SU DUNG, CHAP NHAN THE ATM CUA DAB RONG, DE TIM NHAN VIEN DAB LUON LANG NGHE Y KIEN 620 XVI NHAN VIEN DAB BIET RO SAN PHAM DICH VU THE, SU DUNG MAY ATM 806 THANH THAO, SU LY NGHIEP VU NHANH CHONG, CHINH XAC NHAN VIEN DAB CO THAI DO PHUC 686 VU TOT GAY NIEM TIN CHI PHI SU DUNG THE ATM CUA DAB 813 HOP LY CHINH SACH LAI SUAT TREN SO DU, 802 LAI THAU CHI HOP LY DAB LAM VIEC 24/24H DE LIEN HE 661 KHI XAY RA VAN DE DAB LUU Y IT DE XAY RA LOI HE 623 THONG TOI DEU CO THE GIAO DICH VOI MAY ATM CUA HE THONG VNBC 596 VAO BAT KY THOI DIEM NAO KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 691 203.787 Df Sig .000 Communalities Initial ANH CHI CHO BIET MUC DO HAI LONG CHUNG QUA CAC LAN GIAO DICH ANH, CHI CO TIEP TUC SU DUNG THE ATM CUA DAB NUA KHONG NEU CO MOT AI HOI THE ATM, ANH CHI CO DU DINH SE GIOI THIEU HAY THUYET PHUC SU DUNG THE ATM CUA DAB KHONG Extraction 1.000 720 1.000 704 1.000 631 XVII KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .740 Approx Chi-Square Bartlett's Test of Sphericity 1387.404 df 153 Sig .000 Total Variance Explained Comp Initial Eigenvalues Extraction Sums of Squared onent Rotation Sums of Squared Loadings Loadings Total % of Variance Cumulative Total % % of Cumulative Variance Total % % of Cumulative Variance % 4.486 24.925 24.925 4.486 24.925 24.925 2.521 14.008 14.008 2.037 11.319 36.243 2.037 11.319 36.243 2.200 12.220 26.228 1.787 9.927 46.170 1.787 9.927 46.170 1.837 10.206 36.433 1.257 6.986 53.157 1.257 6.986 53.157 1.801 10.005 46.438 1.157 6.428 59.584 1.157 6.428 59.584 1.741 9.673 56.111 1.054 5.857 65.441 1.054 5.857 65.441 1.679 9.330 65.441 839 4.661 70.102 780 4.331 74.433 719 3.996 78.429 10 690 3.835 82.264 11 577 3.204 85.467 12 545 3.030 88.497 13 413 2.297 90.794 14 402 2.236 93.030 15 379 2.106 95.135 16 334 1.855 96.990 17 301 1.672 98.663 18 241 1.337 100.000 XVIII Rotated Component Matrixa Component TOI SU DUNG THE ATM CUA DAB VI NO AN TOAN HON SU DUNG 732 TIEN MAT TOI AN TAM DI MUA SAM KHI MANG THEO THE ATM CUA DAB 726 CHU THE ATM CUA DAB DUOC UU DAI TAI CAC DON VI CHAP NHAN 697 THE DAB CO NHIEU CHUONG TRINH KHUYEN MAI TRUC TIEP CHO 562 KHACH HANG HE THONG MAY ATM HIEN DAI, RONG KHAP VA DUOC LAP DAT O 816 DIA DIEM AN NINH SO LUONG DON VI CHAP NHAN THE ATM CUA DAB LON THE ATM CUA DAB THIET KE DEP, SANG TRONG 722 669 DAB LUON DAP UNG DUOC MONG DOI CUA TOI VE LOAI HINH DICH 528 VU THE CHI PHI SU DUNG THE ATM CUA DAB HOP LY CHINH SACH LAI SUAT TREN SO DU, LAI THAU CHI HOP LY 816 814 THU TUC VA THOI GIAN PHAT HANH THE ATM CUA DAB NHANH 815 CHONG TOI KHONG PHAI CHO DOI LAU KHI THUC HIEN GIAO DICH 692 VOI TOI, PHAM VI SU DUNG, CHAP NHAN THE ATM CUA DAB RONG, DE TIM 637 XIX NHAN VIEN DAB BIET RO SAN PHAM DICH VU THE, SU DUNG MAY ATM THANH THAO, SU LY 827 NGHIEP VU NHANH CHONG, CHINH XAC NHAN VIEN DAB CO THAI DO PHUC VU TOT GAY NIEM TIN DAB LAM VIEC 24/24H DE LIEN HE KHI XAY RA VAN DE 701 660 TOI DEU CO THE GIAO DICH VOI MAY ATM CUA HE THONG VNBC 627 VAO BAT KY THOI DIEM NAO DAB LUU Y IT DE XAY RA LOI HE THONG 608 XX Descriptive Statistics N Minimum Maximum Mean Std Deviation STT 259 3.41 13.59 10.6959 1.85706 SHH 259 4.94 13.68 11.4271 1.98267 GIACA 259 3.26 8.15 6.3753 1.12072 SNC 258 3.42 10.72 7.5918 1.47818 SCT 259 1.53 7.64 5.7816 1.27861 CLDV 259 3.13 9.48 6.9004 1.28251 XXI Correlations Control Variables Correlation STT SHH GIACA SNC SCT CLDV SHL 471 027 391 284 284 557 000 667 000 000 000 000 256 256 256 256 256 256 471 1.000 158 320 163 297 416 000 011 000 009 000 000 Df 256 256 256 256 256 256 Correlation 027 158 1.000 054 033 353 048 667 011 387 603 000 442 Df 256 256 256 256 256 256 Correlation 391 320 054 1.000 361 281 590 000 000 387 000 000 000 Df 256 256 256 256 256 256 Correlation 284 163 033 361 1.000 146 513 000 009 603 000 019 000 Df 256 256 256 256 256 256 Correlation 284 297 353 281 146 1.000 293 000 000 000 000 019 000 Df 256 256 256 256 256 256 Correlation STT 1.000 557 416 048 590 513 293 1.000 000 000 442 000 000 000 256 256 256 256 256 256 1.000 317 000 092 -.002 152 000 998 141 970 015 255 255 255 255 255 317 1.000 152 102 -.065 202 Significance (2tailed) Df Correlation SHH GIACA n o nSNC e a SCT CLDV SHL Significance (2tailed) Significance (2tailed) Significance (2tailed) Significance (2tailed) Significance (2tailed) Significance (2tailed) Df Correlation S STT H Significance (2- L Df SHH tailed) Correlation XXII Significance (2- 000 015 103 303 001 Df 255 255 255 255 255 Correlation 000 152 1.000 032 009 355 998 015 611 883 000 Df 255 255 255 255 255 Correlation 092 102 032 1.000 083 139 141 103 611 184 025 255 255 255 255 255 -.002 -.065 009 083 1.000 -.006 970 303 883 184 924 Df 255 255 255 255 255 Correlation 152 202 355 139 -.006 1.000 015 001 000 025 924 255 255 255 255 255 tailed) GIACA SNC Significance (2tailed) Significance (2tailed) Df Correlation SCT CLDV Significance (2tailed) Significance (2tailed) Df XXIII Variables Entered/Removeda Model Variables Entered Variables Removed CLDV, SCT, SHH, Method Enter GIACA, SNC, STTb a Dependent Variable: SHL b All requested variables entered Model Summaryb Model R R Square 748a Adjusted R Square 560 Std Error of the Estimate 549 Durbin-Watson 90576 1.876 a Predictors: (Constant), CLDV, SCT, SHH, GIACA, SNC, STT b Dependent Variable: SHL ANOVAa Model Sum of Squares Df Mean Square F Regression 43.682 Residual 205.920 251 468.013 53.245 000b 820 Total 262.093 Sig 257 a Dependent Variable: SHL b Predictors: (Constant), CLDV, SCT, SHH, GIACA, SNC, STT Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B Std Error (Constant) 200 037 SHH 083 Sig Beta Collinearity Statistics Tolerance 518 STT VIF 1.338 182 275 5.420 000 680 1.472 033 123 2.498 013 727 1.376 -.030 054 -.025 -.548 584 858 1.165 SNC 296 044 325 6.669 000 740 1.352 SCT 307 048 291 6.392 000 845 1.183 CLDV 693 t 056 050 054 1.118 265 760 1.315 GIACA a Dependent Variable: SHL XXIV DAB Statistics NGOAI THE ATM CUA DAB, ANH/CHI CON SU DUNG THE NGAN HANG KHAC KHONG N Valid Missing 259 Mean 1.83 Sum 473 NGOAI THE ATM CUA DAB, ANH/CHI CON SU DUNG THE NGAN HANG KHAC KHONG Frequency KHONG Valid Percent Valid Percent Cumulative Percent 45 17.4 17.4 17.4 CO 214 82.6 82.6 100.0 Total 259 100.0 100.0 XXV ATM DAB Statistics RUT TM TRA CUU CHUYEN GUI TIEN TU DONG 247 54 129 42 98 56 12 205 130 217 161 203 Mean 1.00 1.00 1.00 1.00 1.00 1.00 Sum 247 54 129 42 98 56 N Valid THANH TOAN THANH TOAN KHOAN MUA SAM, Missing ... 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