Luận văn thạc sĩ Các yếu tố ảnh hưởng đến thái độ đối với sử dụng dịch vụ ngân hàng trực tuyến (Internet Banking) của khách hàng trên địa bàn TP Hồ Chí Minh

TP L IC t lu cs d n, d y b ng i h c Kinh t ph H i l i bi n Ti ng vi u th ng th ng d ng nghi o lu n li u ph c v cho vi c vi t lu n M uc g cc n lu ng t t c nhi t huy i nh ng thi c nh t mong nh n ng Nguy n Th Kim Anh L p cao h TP.HCM Khoa Qu n tr kinh doanh i h c Kinh t L c hi n lu d ng d ch v ut iv is c n c v n d ng ki n th is ng nghi ng d n, b n th c hi uc li t qu lu n c H i th c hi n lu Nguy n Th Kim Anh M CL C DANH M VI T T T DANH M TH DANH M NG BI U U 1.1 1.2 M u 1.3 u 1.4 u 1.5 u 1.6 K t c u lu KHOA H C C 2.1 D ch v c n (internet banking) 2.1.1 2.1.2 n t D ch v 2.2 c c 2.2.1 D ch v 2.3.1 i v i s d ng d ch v c n m 2.2.2 tr c n c 2.3 U D ch v ut i v i s d ng d ch v 10 c 16 c 16 2.3.2 i TP.HCM 19 2.3.3 xu gi thuy TK u 21 U 26 3.1 u 26 3.2 27 LI 4.1 m U 37 u 37 4.2 39 4.3 i quy 41 4.4 Ki nh s tv s i v i s d ng d ch v iv ut c n c 44 O LU N K T QU 5.1 Th o lu n k t qu 5.2 M ts TS 49 u 49 52 5.2.1 ng c m nh n v h 5.2.2 ng c m nh n v gi m r i ro 53 5.2.3 ng c m nh n v 5.2.4 ng c m nh n v ni m tin 54 5.2.5 ng c m nh n v d s d ng 55 5.3 52 54 H n ch c u ti p 56 U THAM KH O PH L NGH NG D NT P NH VI c A PH L C A NI TUY C N S M TIN C CH P NH N D CH V MICHAEL PEARSON (2007) PH L C 03: V I S D NG D CH V MOJDEH GHEZELAYAGH (2006) PH L PH L C 05: B PH L PH L C C TUY N O LU I PH NG V C M U KH TC NG C I A IB : D ch v c n EB (e-banking) : D ch v nt KMO : H s Kaiser Sig :M TP.HCM NHTM Mayer Olkin H i 11 12 banking 14 16 22 3.1 Quy nghi n c u 26 52 - 19 37 Cronbach's Alpha 39 40 41 42 42 43 44 45 46 46 1.1 Vi ch v m ng m nh p d ch v hi m mb a h th nt ch c d ch v ib s c ch y u s d c ch n d c d ch v ch v b ch gi m chi m giao di t m t s v ng d ch v cs quan tr ng v ng m ng d ch v i thay th M d c i m i nh t l ch v n c n (internet banking) D ch v n tr c n cs d vi c cung c c d ch v c a m t Wide Web (WWW) D ch v n t c n cung c ng uc li u bi n (Mols, 1999) B cung c p m t s d ch v , ch ng h ti ch v qu c n hi v om c (Jun & Cai, 2001) ch v d ng ti n l i c a linh ho t cao th c hi cung c i th s ki nh quan tr n M ki cho s n ho c b ph c v b Th i gian, s n, chuy n n b c 24 gi m ng d ch v n ph m d ch t i m t th nr m thu n ti n c a h y, 57 n t u t k t qu t Ti ng Vi t ng d p nh n t (e-banking) i ngh u khoa h Nguy (2009), Vi (Tuy n t n th 6) ng th u n i ph n m m Amos (b n th o l n 1) ng, Chu Nguy n M ng Ng c (2005 li u v i , NXB th Ti ng Anh Ajzen, I., & Fishbein, M (1980) Understanding attitude and predicting social behaviour NJ: Prentice-Hall Assael, 1981, Consumers; Motivation research (Marketing); Consumer behavior Fishbein, M., & Ajzen, I (1975) Belief, Attitude, Intention and Behaviour: An Introduction to theory and research MA: Addition-Wesley Khalil Md Nor, 2007, The Influence of Trust on Internet Banking Acceptance (Journal of Internet Banking and Commerce, August 2007, vol 12, no.2) Using Internet Banking in Iran, The thesis of Master Factors influencing the adoption and usage of IB: A Rahmath Safeena, 2010, Customer Perspectives on E-business Value: Case Study on Internet Banking (Journal of Internet Banking and Commerce, April 2010, vol 15, no.1) Venkatesh & ctg (2003) User acceptance of Information technology: Towards a unified view D s d ng a) D h c b) c) d) D e) d ng EB c hi n d c hi d o o EB Thu n ti n a) D m giao d ch b) D i h th ng c) t nhi u th i gian s d ng EB d) Nh n chung, EB mang l i s thu n ti n i a) Th c hi n giao d ch d b) Ki u qu c) Ti t ki m th i gian d) il R i ro a) s b) c) m d) e) Lo b m t c p ti n f) Lo l ng v a EB EB S t ch a) b) c) d) e) u th y u nh ng d n s d ng ng s d ng h th ng d n tr c n c pv y f) g) th c h tr tr c n a) T b) c) Tho d) D nt d ng EB d ng EB d ng EB d ng EB nh a) Ch c ch n s d b) S s d ng EB nhi nh s d ng J MICHAEL PEARSON (2007) Ni m tin a) b) c) d) Tin r ng IB ti n d ng Tin r Tin r Tin r ch v p o MOJDEH GHEZELAYAGH (2006) D s d ng a) M s d ng IB b) ng d n s d ng IB d hi u c) D d ng IB H a) b) c) IB r t h ch v tk S a) S d b) S d c) S d ng IB tho ti R i ro a) S d ng IB r b) S d ng IB b o m c) C m th y s d a) S d b) S d c) S d ng IB ph i tr i ro i : ut tr c n c i v i s d ng d ch v i: Theo anh/ch , d ch v c d ng? K t qu : a) Giao d ch v tc b) Ti t ki m th i c) i ch i giao d ch d) Th i gian giao d ch nhanh e) g th ch c f) d ng ti n m t g) B o m h) c nh ng g p ph d ch i) Ti t ki ch j) c n v il n ch ng t giao i: Theo anh/ch d ng d ch v c n s n nh ng v c hi n giao d ch? K t qu : a) Th i gian giao d ch nhanh b) ng d n s d ng d hi u c) n d) c b o m t e) mb ch i: Anh/ch c n? K t qu : a) M ng internet hi n r t ph bi b) ng d n s d ng d ch v c) d ng d ch v d) i, vi c s d ng d ch v i: Anh/ch tr c n? d s d ng c a d ch v s d ng c n d hi u c n c s h c a d ch v K t qu : a) S d ng d ch v c b) S d ng d ch v c c) S d ng d ch v giao d ch v d) S d ng d ch v qu e) S d ng d ch v n ph f) i, d ch v i: Anh/ch c n? K t qu : a) S d ng d ch v b) S d ng d ch v th ch c c) l i, s d ng d ch v i: Anh/ch c n? K t qu : a) S d ng d ch v v b) S d ng d ch v v c) S d ng d ch v d) i, s d ng d ch v i: Anh/ch c n? K t qu : a) Tin r ng d ch v ch b t c ch v c t ki m th c u c cs c n r t h th s s d ng d ch v c i ti c c n tho ch gi m r i ro c a d ch v c giao d ch c n s c b o m t giao d ch c n s ch v i c n s ni m tin s d ng d ch v c n ti n d ng b) Tin r ng d ch v c) Tin r ng d ch v p d) Tin r ng d ch v c c c ch v i: Anh/ch i: K t qu : a) T b) c) Tho d) o c a d ch v n? K t qu : a) S d ng d ch v b) S d ng d ch v d ch t i qu y c) S d ng d ch v s n ph m, d ch v c p v c a anh/ch c n s ti t ki c n s c c c i i giao c gi tv i v i s d ng d ch v d ng d ch v d ng d ch v d ng d ch v d ng d ch v c n c n c n c n c n? : ! n tr kinh doanh, h TP.HCM Hi i h i h c Kinh t c hi n vi i v i s ut d ng d ch v n c n( internet banking) c t i TP.HCM m t ng h y ut mu n s d ng d ch v c ngh n ng d ch v c t nh ng c s c gi ph c v cho m c u c ! cho bi t th m hi n t i Anh/ch i TP.HCM (ti p t c tr l i) Sai l i) Anh/ch hi u bi t m i v i d ch v c n (internet n d ch v c n (internet banking) u bi t l i) Bi Bi l i) (ti p t c tr l i) Ph n 1: Nh n th c c a anh/ch banking - IB) tm a anh/ch ng: iv i R ng STT U Y U T C m nh n v d s d ng M D1 H3 H4 H5 11 12 13 14 15 16 17 S d giao d ch v S d qu S d ki nh T2 Anh/ch s d ch c i s d ng IB anh/ch th y tho c T3 hi c giao d C m nh n v gi m r i ro S d ng IB anh/ch c m th R1 th c hi n giao d ch v S d ng IB anh/ch c b o m t th c hi n R2 giao d ch v S d ng IB anh/ch c hi n R3 giao d ch so v i anh/ch c m th d ng R4 IB C m nh n v 3 4 5 5 5 5 y 2 i anh/ch th y IB r t h H6 C m nh n v s Anh/ch s d i ti T1 cs u ti t ki m th 1 Anh/ch th ng d n s d ng IB r t d hi u D2 Anh/ch th d ng IB r n D3 i anh/ch d d ng IB D4 C m nh n v h S d giao d ch v H1 b tc S d giao d ch v H2 10 anh/ch s d ng IB 5 5 5 18 19 20 21 22 23 24 25 26 27 28 29 N1 Anh/ch t Anh/ch t s th c hi n T1 T2 T3 T4 Ph n 2: Anh/ch t Anh/ch Anh/ch tho Anh/ch Gi 5 5 1 2 3 4 5 1 1 2 2 3 3 4 4 5 5 t v IB v t s cung c p ng d n s d ng, h tr tr c n v IB Anh/ch ts i N3 ti n ch ng IB Anh/ch ts N4 nhi n IB i, anh/ch s s d ng IB c N5 ng t t C m nh n v chi S d ng IB anh/ch ti t ki i C1 S d ng IB anh/ch s C2 giao d ch t i qu y S d s c gi C3 s n ph m, d ch v N2 d ng IB d ng IB d ng IB d ng IB a anh/ch Nam Tu i c a anh/ch N i 30 tu i T n 50 tu i i h c v n c a anh/ch ng ih c ih c Thu nh a anh/ch i tri T T n n ng i 10 tri i 20 tri ng Hi n t i, Anh/ch d ng IB d d ng C d ng IB ng ng : Gi Frequency Valid Percent Valid Percent Cumulative Percent nam 132 45.2 45.2 45.2 nu 160 54.8 54.8 100.0 Total 292 100.0 100.0 tu i Frequency Valid < 30 Percent Valid Percent Cumulative Percent 196 67.1 67.1 30 - 50 72 24.7 24.7 91.8 > 50 24 8.2 8.2 100.0 Total 292 100.0 100.0 T 67.1 h cv n Frequency Valid chua qua Cao Dang Cao dang - Dai hoc tren Dai hoc Percent Valid Percent Cumulative Percent 36 12.3 12.3 12.3 204 69.9 69.9 82.2 100.0 52 17.8 17.8 292 Total 100.0 100.0 Thu nh p Frequency Valid 20 20 6.8 6.8 100.0 Total T 28 - 10 292 100.0 100.0 ng s d ng IB Frequency Valid Dang su dung chua su dung Total Percent Valid Percent Cumulative Percent 252 86.3 86.3 86.3 40 13.7 13.7 100.0 292 100.0 100.0 : Gi Group Statistics Gioi Tinh Thai N Mean Std Deviation Std Error Mean nam 132 3.6894 75167 06542 nu 161 3.7671 55770 04395 Independent Samples Test Levene's Test for Equality of Variances F Thai Equal variances assumed t-test for Equality of Means Sig 19.311 t 000 df Mean Difference 95% Confidence Interval of the Difference Std Error Difference Lower Upper -1.014 291 311 -.07769 07658 -.22841 07303 -.986 Equal variances not assumed Sig (2tailed) 236.494 325 -.07769 07882 -.23296 07759 tu i Descriptives Thai 95% Confidence Interval for Mean N < 30 Mean Std Deviation Std Error Lower Bound Upper Bound Minimum Maximum 197 3.7589 64106 04567 3.6688 3.8490 2.00 5.00 30 - 50 72 3.6667 59339 06993 3.5272 3.8061 2.75 5.00 > 50 24 3.7083 88976 18162 3.3326 4.0840 2.25 4.50 Total 293 3.7321 65223 03810 3.6571 3.8071 2.00 5.00 Test of Homogeneity of Variances Thai Levene Statistic 6.566 df1 df2 Sig 290 002 ANOVA Thai Sum of Squares Between Groups df Mean Square 463 232 Within Groups 123.755 290 427 Total 124.218 292 F Sig .543 582 : Descriptives Thai N Mean 95% Confidence Interval for Mean Std Deviation Std Error Lower Bound Upper Bound Minimum Maximum chua qua Cao Dang 36 3.1667 37796 06299 3.0388 3.2946 2.25 3.50 Cao dang - Dai hoc 205 3.8512 66130 04619 3.7602 3.9423 2.00 5.00 52 3.6538 54717 07588 3.5015 3.8062 2.75 4.50 293 3.7321 65223 03810 3.6571 3.8071 2.00 5.00 tren Dai hoc Total Test of Homogeneity of Variances Thai Levene Statistic df1 df2 7.758 Sig 290 001 ANOVA Thai Sum of Squares Between Groups df Mean Square 14.737 7.369 Within Groups 109.481 290 124.218 Sig .378 Total F 292 19.518 000 p Descriptives Thai 95% Confidence Interval for Mean N 20 20 3.6500 55251 12354 3.3914 3.9086 3.00 4.50 Total 293 3.7321 65223 03810 3.6571 3.8071 2.00 5.00 Test of Homogeneity of Variances Thai Levene Statistic 2.536 df1 df2 Sig 289 157 ANOVA Thai Sum of Squares Between Groups df Mean Square 1.478 Within Groups 122.741 289 124.218 Sig .425 Total F 493 292 1.160 091 ng s d ng Group Statistics Tinh trang su dung Thai N Mean Std Deviation Std Error Mean Dang su dung 253 3.8162 64304 04043 chua su dung 40 3.2000 42062 06651 Independent Samples Test Levene's Test for Equality of Variances F Thai Equal variances assumed Equal variances not assumed 16.304 Sig .000 t-test for Equality of Means t df Sig (2-tailed) Mean Difference Std Error Difference 95% Confidence Interval of the Difference Lower Upper 5.861 291 000 61621 10514 40928 82313 7.917 71.634 000 61621 07783 46104 77137 ... d ch v n ph m c a h c n thi c c nh tranh ng th c hi m hi n t i vi c ut d ch v th c n (internet banking) c TP. HCM c bi t quan tr d ch v n i v i s d ng iv n khai c n hy v n khai d ch v c n nh nv... - : Th o lu n k t qu u u li u c n c a u m ts 2.1 (internet banking) 2.1.1 D ch v n t (Electronic Banking vi t t gi a m t s ho ng d ch v n t vi -Banking) k th p n th ng v th - t h th ng ph n m... m t s v ng d ch v cs quan tr ng v ng m ng d ch v i thay th M d c i m i nh t l ch v n c n (internet banking) D ch v n tr c n cs d vi c cung c c d ch v c a m t Wide Web (WWW) D ch v n t c n cung