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oOo THANH TRÚC - CHI NHÁNH TRÀ VINH Chuyên ngành: Tài - Ngân hàng PGS.TS.P - Chi nhánh Trang bìa .4 1.2 Ph ph 1.2.1 1.2.2 1.3 1.3.1 Nhóm s 1.3.1.1 .7 1.3.1.2 1.3.1.3 Nhó 1.3.2 Nhóm s .10 11 1.3.2.1 Phone banking, mobile banking, internet banking 11 1.3.2.2 12 1.3.2.3 .12 1.3.2.4 .13 1.3.2.5 13 1.3.2.6 13 1.4 14 1.4.1 14 1.4.1.1 Kinh n 1.4.1.2 .14 a ngân hàng Bangkok- Thái Lan .15 1.4.1.3 Kinh ng Pháp 15 1.4.2 àng 17 1.5 18 1.5.1 18 1.5.1.1 .18 1.5.1.2 g .18 1.5.2 18 1.5.2.1 18 1.5.2.2 19 1.5.2.3 Binary Logistic 19 1.5.3 .20 21 Chi nhánh Trà Vinh 22 2.1 Ngân hàng tín Chi nhánh Trà Vinh 22 2.1.1 Ngân hàng m 2.1.2 Ngân hàng tín 22 tín chi nhánh Trà Vinh 23 2.2 Ngân hàng tín Chi nhánh Trà Vinh 24 2.2.1 Nhóm s 2.2.2 Nhóm s 2.2.3 Nhóm s 25 v .28 án .31 2.2.4 Nhóm s 2.3 .32 34 2.3.1 .34 2.3.1.1 34 2.3.1.2 yên môn 34 2.3.1.3 35 2.2.1.4 36 2.3.1.5 37 2.3.2 .38 2.3.2.1 39 2.3.2.2 Phân 42 46 Chi nhánh Trà Vinh 47 3.1 .47 3.1.1 .47 3.1.2 47 3.1.2.1 48 3.1.2.2 48 3.1.2.3 .49 3.1.2.4 50 3.1.3 2015 50 3.1.3.1 .51 3.1.3.2 51 3.1.3.3 51 3.1.3.4 .52 3.1.3.5 .52 3.2 tín -chi nhánh Trà Vinh 53 3.2.1 53 3.2.2 55 3.2.3 56 3.2.4 56 3.2.5 57 3.2.6 ngân hàng .57 3.2.6.1 Nhóm s 57 3.2.6.2 Nhóm s 59 3.2.6.3 Nhóm s 59 3.2.6.4 Nhóm s .60 63 K .64 ATM CBNV GTCG KKH : kh NHNN NHTM PGD SPDV TMCP TCTD : CÁC Vinh 2010-2012 25 27 29 30 33 34 chuyên môn 35 36 37 1: SPDV : 41 3: 43 Hình 2.1: 26 Hình 2.2: 28 Hình 2.3 29 Hình 31 1 SPDV SPDV - T môn: Trà Vinh: Khơng Có - - mobile banking, ) Vay tiêu dùng Vay kinh doanh Mua Thu 10 STT Hoàn toàn Hoàn toàn 1 2 3 4 5 5 5 10 11 12 13 5 14 15 An tồn Thơng tin kh 14 ách hàng - 24 tháng - Ngân hàng Sacombank Vietinbank - 12 tháng Trên 24 tháng 10- Kiên Long Á Châu SCB Có Khơng Reliability Statistics Cronbach's N of Alpha Items 735 Item-Total Statistics Scale Mean if Item Deleted Mang luoi giao dich rong khap 7.8930 Co so vat chat 7.8449 Trang phuc nhan vien 7.7701 Reliability Statistics Cronbach's Alpha N of Items 683 Scale Variance if Item Deleted 3.451 3.229 3.361 Cronbach's Corrected Alpha if Item-Total Item Correlation Deleted 513 703 631 563 536 676 Item-Total Statistics Scale Cronbach's Scale Mean Variance if Corrected Alpha if if Item Item Item-Total Item Deleted Deleted Correlation Deleted Thoi gian lam viec thuan tien 8.3904 2.949 365 751 An toan 8.1337 2.439 576 483 Thong tin khach hang duoc 8.0749 2.478 563 502 bao mat Reliability Statistics Cronbach's N of Alpha Items 655 Item-Total Statistics Scale Mean if Item Deleted Cung cap dich vu dung thoi diem 7.9679 Trinh ky nang cua nhan vien 7.6684 Thoi gian gia dich nhanh chong 7.7861 Scale Variance if Item Deleted 3.096 3.137 2.277 Cronbach's Corrected Alpha if Item-Total Item Correlation Deleted 389 657 412 627 614 331 Reliability Statistics Cronbach's N of Alpha Items 654 Thai san sang phuc vu Nhieu chuong trinh cham soc khach hang Tu van SPDV moi Item-Total Statistics Scale Cronbach's Variance if Corrected Alpha if Scale Mean if Item Item Item-Total Item Deleted Deleted Correlation Deleted 7.6845 2.271 450 582 7.8021 2.461 510 501 7.7433 2.536 440 590 Reliability Statistics Cronbach's N of Alpha Items 783 Item-Total Statistics Scale Scale Cronbach's Mean if Variance if Corrected Alpha if Item Item Item-Total Item Deleted Deleted Correlation Deleted Phi dich vu hop ly 15.5241 8.659 650 710 Lai suat hap dan 15.4545 9.174 612 725 San pham - dich vu da dang 15.2727 10.285 458 773 Thu tuc don gian 15.2995 8.243 630 718 Thoi gian lam viec thuan tien 15.3048 10.063 451 775 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 662 Adequacy Bartlett's Test of Approx Chi-Square 124.479 Sphericity Df Sig .000 Total Variance Explained Component Extraction Sums of Squared Initial Eigenvalues Loadings % of Cumulative % of Cumulative Total Variance % Total Variance % dim 1.966 65.535 65.535 1.966 65.535 65.535 ens 609 20.311 85.845 ion 425 14.155 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component Mang luoi giao dich rong khap 775 Co so vat chat 856 Trang phuc nhan vien 795 Extraction Method: Principal Component Analysis a components extracted KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 611 Adequacy Bartlett's Test of Approx Chi-Square 109.243 Sphericity df Sig .000 Component Total 1.852 750 398 Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings % of Cumulative % of Cumulative Variance % Total Variance % 61.747 61.747 1.852 61.747 61.747 24.991 86.737 13.263 100.000 dim ens ion Extraction Method: Principal Component Analysis Component Matrixa Component An toan 850 Thong tin khach hang duoc bao mat 842 Thoi gian lam viec thuan tien 649 Extraction Method: Principal Component Analysis a components extracted KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 556 Adequacy Bartlett's Test of Approx Chi-Square 94.864 Sphericity df Sig .000 Total Variance Explained Compone Extraction Sums of Squared nt Initial Eigenvalues Loadings % of Cumulative % of Cumulative Total Variance % Total Variance % dim 1.779 59.310 59.310 1.779 59.310 59.310 ens 802 26.736 86.046 ion 419 13.954 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component Thoi gian gia dich nhanh chong 872 Trinh ky nang cua nhan vien 729 Cung cap dich vu dung thoi diem 698 Extraction Method: Principal Component Analysis a components extracted KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Approx Chi-Square Sphericity Df Sig Component 650 77.479 000 Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings % of Cumulative % of Cumulative Total Variance % Total Variance % 1.781 59.353 59.353 1.781 59.353 59.353 664 22.149 81.502 555 18.498 100.000 dim ens ion Extraction Method: Principal Component Analysis Component Matrixa Componen t Thai san sang phuc vu 757 Nhieu chuong trinh cham soc khach hang 804 Tu van SPDV moi 749 Extraction Method: Principal Component Analysis a components extracted KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 743 Adequacy Bartlett's Test of Approx Chi-Square 203.877 Sphericity df Sig .000 Total Variance Explained Component Extraction Sums of Squared Initial Eigenvalues Loadings % of Cumulative % of Cumulati Total Variance % Total Variance ve % 2.405 60.126 60.126 2.405 60.126 60.126 dim 681 17.031 77.157 ens ion 543 13.569 90.726 371 9.274 100.000 Extraction Method: Principal Component Analysis Component Matrixa Compon ent Thu tuc don gian 764 Phi dich vu hop ly 798 Lai suat hap dan 823 San pham - dich vu da dang 712 Extraction Method: Principal Component Analysis a components extracted PH Omnibus Tests of Model Coefficients Chisquare df Sig Step Step 10.884 054 Block 10.884 054 Mode 10.884 054 l Model Summary Step -2 Log Cox & Snell Nagelkerke likelihood R Square R Square a 42.062 057 230 a Estimation terminated at iteration number because parameter estimates changed by less than 001 Classification Tablea Observed Predicted Kha nang tiep can Sacombanks thoi gian toi Percentage Khong Co Correct Step Kha nang tiep can Khong Sacombanks Co 179 100.0 thoi gian toi Overall Percentage 96.8 a The cut value is 500 a Variables in the Equation B S.E Wald Df -1.329 756 3.095 -.390 706 306 759 837 823 1.841 853 4.658 009 873 000 4.444 806 30.390 Step F1 F2 F3 F4 F5 Constan t a Variable(s) entered on step 1: F1, F2, F3, F4, F5 1 1 1 Sig Exp(B) 079 265 580 677 364 2.136 031 6.304 991 1.009 000 85.089 Correlation Matrix Constan t Step Constan 1.000 t F1 -.519 F2 -.187 F3 186 F4 688 F5 053 F1 -.519 F2 -.187 F3 186 F4 688 F5 053 1.000 -.223 -.317 -.277 -.213 -.223 1.000 -.102 -.233 -.342 -.317 -.102 1.000 -.210 -.327 -.277 -.233 -.210 1.000 -.126 -.213 -.342 -.327 -.126 1.000 Statistics Nhieu chuong Thai trinh cham Tu van Mang luoi giao Valid Trang phuc san sang soc khach SPDV dich rong khap N Co so vat chat nhan vien phuc vu hang moi 187 187 187 187 187 187 61 61 61 61 61 61 3.8610 3.9091 3.9840 3.9305 3.8128 3.8717 1.07360 1.03554 1.08000 1.00562 88125 91263 Minimum 1.00 1.00 1.00 1.00 1.00 1.00 Maximum 5.00 5.00 5.00 5.00 5.00 5.00 Missing Mean Std Deviation Mang luoi giao dich rong khap Cumulative Frequency Valid Percent Valid Percent Percent 3.6 4.8 4.8 2.8 3.7 8.6 3.00 47 19.0 25.1 33.7 4.00 62 25.0 33.2 66.8 5.00 62 25.0 33.2 100.0 Total Total 2.00 Missing 1.00 187 75.4 100.0 61 24.6 248 100.0 System Co so vat chat Cumulative Frequency Valid Percent Valid Percent Percent 10 4.0 5.3 5.3 2.00 5.9 3.00 46 18.5 24.6 30.5 4.00 69 27.8 36.9 67.4 5.00 61 24.6 32.6 100.0 Total Missing 1.00 187 75.4 100.0 61 24.6 248 100.0 System Total Trang phuc nhan vien Cumulative Frequency Valid Percent Valid Percent Percent 4.0 5.3 5.3 2.0 2.7 8.0 3.00 35 14.1 18.7 26.7 4.00 65 26.2 34.8 61.5 5.00 72 29.0 38.5 100.0 Total Total 10 2.00 Missing 1.00 187 75.4 100.0 61 24.6 248 100.0 System Thai san sang phuc vu Cumulative Frequency Valid Percent Valid Percent Percent 2.4 3.2 3.2 2.00 2.8 3.7 7.0 3.00 44 17.7 23.5 30.5 4.00 67 27.0 35.8 66.3 5.00 63 25.4 33.7 100.0 Total Missing 1.00 187 75.4 100.0 61 24.6 248 100.0 System Total Nhieu chuong trinh cham soc khach hang Cumulative Frequency Valid Percent Valid Percent Percent 1.1 1.1 2.00 10 4.0 5.3 6.4 3.00 51 20.6 27.3 33.7 4.00 82 33.1 43.9 77.5 5.00 42 16.9 22.5 100.0 Total Missing 1.00 187 75.4 100.0 61 24.6 248 100.0 System Total Tu van SPDV moi Cumulative Frequency Valid Percent Valid Percent Percent 1.1 1.1 12 4.8 6.4 7.5 3.00 43 17.3 23.0 30.5 4.00 81 32.7 43.3 73.8 5.00 49 19.8 26.2 100.0 Total Total 2.00 Missing 1.00 187 75.4 100.0 61 24.6 248 100.0 System ... SPDV ngân hàng 22 NGÂN HÀNG NGÂN HÀNG SÀI CHI NHÁNH TRÀ VINH 2.1 Ngân hàng Sài Gịn tín - Chi nhánh Trà Vinh 2.1.1 Ngân hàng Sài Gịn tín - - SACOMBANK - ngân hàng Thành Cơng theo mơ hình ngân chi. .. 21 Chi nhánh Trà Vinh 22 2.1 Ngân hàng tín Chi nhánh Trà Vinh 22 2.1.1 Ngân hàng m 2.1.2 Ngân hàng tín 22 tín chi nhánh Trà Vinh 23 2.2 Ngân hàng tín Chi nhánh Trà Vinh ... i - khách hàng cá nhân có + g hóa SPDV ngày + NHTM g SPDV Ngân hàng TMCP Sài Gòn pháp Sài Gòn Ngân hàng TMCP NGÂN HÀNG 1.1 Khái n ngân hàng ng SPDV ngân hàng kinh d SPDV - h , - , 1.2 Phát