Luận văn thạc sĩ Chất lượng dịch vụ ngân hàng bán lẻ - Sự hài lòng của Khách hàng nghiên cứu tại Ngân hàng TMCP Công thương Việt Nam - Chi nhánh Cần Thơ

B O I H C KINH T TP.H CH NG D CH V S UT I T NAM LU TP.H N B O I H C KINH T TP.H CH NG D CH V S UT I T NAM T : 60340201 LU NG D N KHOA H C: PGS TS NGUY TP.H N L Chi uc ab h ct thu th tt u th c ti n th i gian qua S li u lu ng h p t nh ng ngu y lu T VI T T T i i C ph n VIETINBANK t Nam t Nam C t Nam VIETINBANK C t Nam C d ch v ng d ch v th c hi n ng ch nt ng ch p nh n th thu t nh Doanh nghi p DANH M NG BI NH : gi a ch ng d ch v Mackoy, 1996) ng d ch v c a Gronroos, 1984 ch c qu cv ns B ng bi u: B p lo B t i VietinBank n ch ng s n ph m c iv i1b h t i VietinBank B ng 2.3 Ch ng v n VietinBank C B ng 2.4 Ch cho vay VietinBank C B ng 2.5 M t s ch ch v NHBL VietinBank C B ng 2.6 K t qu kinh doanh VietinBank C B n ch B ng 3.2 Th m B ng 3.3 Th chi ti t v B ng 3.4 Th chi ti t v B ng 3.5 Th chi ti t v y u t ng d ch v u n ti n nh cv B ng 3.6 Th chi ti t v y u t B ng 3.7 Th chi ti t v y u t B ng 3.8 Th B ng 3.9 Th B ng 3.10 Th v ut y ng c m n ch chi ti t v y u t c nh tranh v chi ti t v y u t B ng 3.11 H s B B ng 3.13 K t qu ng d ch v ng ch s v m i quy i ng d ch v M CL C 1 .1 .3 1.1 .4 1.1.1 .4 1.1.2 1.2 1.2.1 1.2.2 1.2.3 1.2.4 10 1.3 12 1.3.1 12 1.3.2 13 1.3.3 .14 1.4 22 1.4.1 22 1.4.2 22 1.5 23 1.5.1 23 1.5.2 .24 CHI 27 2.1 27 2.2 28 2.3 .30 2.4 31 2.5 33 2.6 .35 2.7 37 40 3.1 .40 3.1.1 40 3.1.2 42 3.2 .43 3.3 .44 3.3.1 44 3.3.2 46 3.3.3 50 3.4 50 3.4.1 50 3.4.2 52 3.4.3 58 3.4.4 60 3.4.5 .61 64 4.1 64 4.2 Chi .64 4.3 .65 4.3.1 65 4.3.2 65 4.3.3 67 4.3.4 69 4.3.5 70 4.3.6 .70 4.4 .71 4.4.1 71 4.4.2 71 4.4.3 72 .74 .75 1 D t v C Ng Kh s Descriptive Statistics N HAILONG Valid N (listwise) Minimum 160 Maximum Mean Std Deviation 4.09 608 160 HAILONG Frequency Valid Binh thuong/khong y kien Dong y Hoan toan dong y Total Percent Valid Percent Cumulative Percent 23 14.4 14.4 14.4 100 62.5 62.5 76.9 37 23.1 23.1 100.0 160 100 100.0 PH L C 4: KI thu n ti n Reliability Statistics Cronbach's Alpha N of Items 759 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted THUANTIEN1 THUANTIEN2 THUANTIEN3 THUANTIEN4 9.87 9.98 9.82 9.88 Corrected ItemTotal Correlation 4.090 5.037 4.891 4.689 Cronbach's Alpha if Item Deleted 677 554 494 517 631 707 736 725 nh Reliability Statistics Cronbach's Alpha N of Items 828 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted PHUONGTIEN1 PHUONGTIEN2 PHUONGTIEN3 PHUONGTIEN4 PHUONGTIEN5 PHUONGTIEN6 15.76 15.81 16.12 15.79 16.14 16.12 Corrected ItemTotal Correlation 10.991 10.958 10.877 11.124 10.589 9.770 Cronbach's Alpha if Item Deleted 564 673 604 522 587 655 807 788 799 816 803 788 tin c y Reliability Statistics Cronbach's Alpha N of Items 842 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted TINCAY1 TINCAY2 TINCAY3 TINCAY4 10.74 10.90 11.06 10.96 5.729 4.694 5.437 4.809 ng c m Reliability Statistics Cronbach's Alpha 752 N of Items Corrected ItemTotal Correlation 569 782 610 752 Cronbach's Alpha if Item Deleted 843 750 828 765 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted DONGCAM1 DONGCAM2 DONGCAM3 6.63 6.39 6.50 Corrected ItemTotal Correlation 2.134 2.026 2.465 Cronbach's Alpha if Item Deleted 583 646 518 666 590 737 c ph c v Reliability Statistics Cronbach's Alpha N of Items 880 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted PHUCVU1 PHUCVU2 PHUCVU3 PHUCVU4 PHUCVU5 14.01 13.95 13.72 13.91 13.83 Corrected ItemTotal Correlation 10.327 8.853 9.534 10.689 9.701 Cronbach's Alpha if Item Deleted 605 864 777 568 762 879 815 839 886 843 nh tranh v Reliability Statistics Cronbach's Alpha N of Items 640 Item-Total Statistics Cronbach's Scale Mean if Scale Variance if Corrected Item- Item Deleted Item Deleted Total Correlation Alpha if Item Deleted CHIPHI1 6.93 2.321 474 510 CHIPHI2 7.33 2.248 449 545 CHIPHI3 7.04 2.419 428 572 Reliability Statistics Cronbach's Alpha N of Items 728 Item-Total Statistics Cronbach's Scale Mean if Item Deleted Scale Variance if Corrected ItemItem Deleted Total Correlation Alpha if Item Deleted HINHANH1 10.33 4.034 567 640 HINHANH2 10.11 4.033 626 612 HINHANH3 10.59 4.093 456 705 HINHANH4 10.38 4.009 448 713 PH L C l n1 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 850 3.974E3 Df 406 Sig .000 Total Variance Explained Compo nent Initial Eigenvalues Total % of Variance Rotation Sums of Squared Loadings Cumulative % 11.891 2.637 1.856 1.353 1.276 1.127 1.003 41.004 9.092 6.401 4.666 4.399 3.887 3.458 41.004 50.096 56.497 61.162 65.562 69.448 72.907 899 3.100 76.007 801 2.763 78.770 10 734 2.530 81.300 11 680 2.346 83.646 12 605 2.085 85.732 13 511 1.763 87.494 14 490 1.689 89.183 15 436 1.502 90.685 16 433 1.493 92.177 17 357 1.231 93.409 18 344 1.186 94.595 19 295 1.019 95.613 20 254 875 96.489 21 224 772 97.261 22 178 614 97.875 23 169 583 98.458 24 145 499 98.957 25 109 375 99.332 26 100 345 99.677 27 051 177 99.853 28 028 096 99.949 29 015 051 100.000 Total 4.207 3.582 2.978 2.770 2.765 2.476 2.365 % of Variance 14.508 12.352 10.268 9.550 9.536 8.538 8.154 Cumulative % 14.508 26.860 37.128 46.679 56.214 64.753 72.907 Total Variance Explained Compo nent Initial Eigenvalues Total % of Variance Rotation Sums of Squared Loadings Cumulative % 11.891 2.637 1.856 1.353 1.276 1.127 1.003 41.004 9.092 6.401 4.666 4.399 3.887 3.458 41.004 50.096 56.497 61.162 65.562 69.448 72.907 899 3.100 801 2.763 734 2.530 81.300 11 680 2.346 83.646 12 605 2.085 85.732 13 511 1.763 87.494 14 490 1.689 89.183 15 436 1.502 90.685 16 433 1.493 92.177 17 357 1.231 93.409 18 344 1.186 94.595 19 295 1.019 95.613 20 254 875 96.489 21 224 772 97.261 22 178 614 97.875 23 169 583 98.458 24 145 499 98.957 25 109 375 99.332 26 100 345 99.677 27 051 177 99.853 28 028 096 4.207 3.582 2.978 2.770 2.765 2.476 2.365 Cumulative % 78.770 10 % of Variance 76.007 Total 14.508 12.352 10.268 9.550 9.536 8.538 8.154 14.508 26.860 37.128 46.679 56.214 64.753 72.907 99.949 Extraction Method: Principal Component Analysis Rotated Component Matrix a Component TINCAY3 667 DONGCAM2 587 769 THUANTIEN3 848 PHUCVU4 535 TINCAY2 582 TINCAY4 HINHANH1 706 CHIPHI1 659 HINHANH2 606 DONGCAM3 599 CHIPHI3 578 TINCAY1 552 PHUONGTIEN3 755 PHUONGTIEN2 740 THUANTIEN2 663 HINHANH3 CHIPHI2 870 THUANTIEN1 859 PHUONGTIEN4 772 PHUONGTIEN5 692 PHUONGTIEN6 685 DONGCAM1 515 547 PHUCVU1 503 PHUCVU3 647 PHUONGTIEN1 564 PHUCVU2 552 PHUCVU5 509 THUANTIEN4 850 HINHANH4 810 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 10 iterations l n2 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 840 3.288E3 df 300 Sig .000 Total Variance Explained Compo nent Initial Eigenvalues Total 10.249 % of Variance 40.995 Rotation Sums of Squared Loadings Cumulative % 40.995 Total 4.131 % of Variance 16.525 Cumulative % 16.525 2.404 1.722 1.210 1.188 1.076 9.615 6.887 4.838 4.750 4.305 50.611 57.497 62.336 67.086 71.391 895 3.582 74.972 858 3.431 78.403 713 2.853 81.256 10 657 2.630 83.886 11 603 2.412 86.298 12 518 2.073 88.370 13 489 1.955 90.325 14 401 1.606 91.931 15 379 1.514 93.445 16 344 1.378 94.823 17 285 1.139 95.961 18 241 963 96.925 19 207 826 97.751 20 178 713 98.463 21 146 585 99.048 22 122 486 99.534 23 070 280 99.815 24 029 118 99.932 25 017 068 3.582 2.633 2.606 2.537 2.358 14.327 10.533 10.426 10.149 9.431 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix a Component PHUCVU4 630 PHUCVU5 598 PHUCVU2 596 PHUCVU3 588 644 TINCAY2 793 DONGCAM2 806 TINCAY3 537 506 HINHANH1 715 CHIPHI1 665 HINHANH2 623 DONGCAM3 604 30.852 41.385 51.811 61.960 71.391 CHIPHI3 585 TINCAY1 578 PHUONGTIEN2 764 PHUONGTIEN3 730 THUANTIEN2 717 PHUONGTIEN1 PHUONGTIEN4 800 PHUONGTIEN5 700 PHUONGTIEN6 676 PHUCVU1 601 CHIPHI2 883 THUANTIEN1 867 HINHANH4 859 THUANTIEN4 856 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations l n3 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 787 2.566E3 df 231 Sig .000 Total Variance Explained Initial Eigenvalues Compo nent Total % of Variance Rotation Sums of Squared Loadings Cumulative % Total % of Variance Cumulative % 8.481 38.550 38.550 3.291 14.958 14.958 2.161 9.823 48.374 3.242 14.735 29.693 1.709 7.769 56.142 2.559 11.632 41.325 1.191 5.415 61.557 2.370 10.771 52.096 1.157 5.261 66.818 2.201 10.005 62.101 1.064 4.838 71.656 2.102 9.555 71.656 866 3.938 75.594 723 3.286 78.880 666 3.028 81.908 10 630 2.863 84.771 11 529 2.405 87.176 12 497 2.257 89.433 13 478 2.172 91.605 14 382 1.738 93.343 15 344 1.563 94.906 16 316 1.434 96.340 17 240 1.089 97.430 18 195 888 98.318 19 175 794 99.112 20 148 671 99.783 21 029 134 99.917 22 018 083 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix a Component PHUCVU4 635 DONGCAM2 626 PHUCVU3 810 TINCAY2 814 TINCAY3 548 HINHANH1 708 CHIPHI1 677 DONGCAM3 622 HINHANH2 621 TINCAY1 597 CHIPHI3 587 514 PHUONGTIEN4 806 PHUONGTIEN5 696 PHUONGTIEN6 673 PHUCVU1 617 PHUONGTIEN2 746 PHUONGTIEN3 726 THUANTIEN2 707 CHIPHI2 879 THUANTIEN1 861 THUANTIEN4 870 HINHANH4 863 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations l n4 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 781 Approx Chi-Square 1.860E3 df 171 Sig .000 Total Variance Explained Initial Eigenvalues Component Total % of Variance Rotation Sums of Squared Loadings Cumulative % 7.449 2.061 1.456 1.073 1.054 39.206 10.845 7.663 5.648 5.549 39.206 50.051 57.714 63.362 68.911 828 4.360 73.271 755 3.971 77.242 650 3.422 80.664 573 3.014 83.678 10 556 2.929 86.607 11 502 2.640 89.247 12 454 2.391 91.638 13 398 2.096 93.734 14 346 1.820 95.553 15 281 1.477 97.031 16 200 1.052 98.083 17 186 977 99.059 18 149 782 99.841 Total 3.411 3.263 2.374 2.061 1.983 % of Variance 17.954 17.173 12.497 10.850 10.437 Cumulative % 17.954 35.127 47.624 58.474 68.911 Total Variance Explained Initial Eigenvalues Component Total % of Variance Rotation Sums of Squared Loadings Cumulative % 7.449 2.061 1.456 1.073 1.054 39.206 10.845 7.663 5.648 5.549 39.206 50.051 57.714 63.362 68.911 828 4.360 755 3.971 77.242 650 3.422 80.664 573 3.014 83.678 10 556 2.929 86.607 11 502 2.640 89.247 12 454 2.391 91.638 13 398 2.096 93.734 14 346 1.820 95.553 15 281 1.477 97.031 16 200 1.052 98.083 17 186 977 99.059 18 149 782 99.841 19 030 159 % of Variance 73.271 Total 3.411 3.263 2.374 2.061 1.983 17.954 17.173 12.497 10.850 10.437 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix a Component CHIPHI1 691 THUANTIEN1 673 TINCAY1 643 HINHANH1 610 HINHANH2 720 DONGCAM3 545 PHUCVU4 816 TINCAY3 810 TINCAY2 655 DONGCAM2 644 PHUCVU3 571 THUANTIEN2 825 PHUONGTIEN2 815 PHUONGTIEN3 696 Cumulative % 17.954 35.127 47.624 58.474 68.911 THUANTIEN4 886 HINHANH4 862 PHUONGTIEN4 861 PHUONGTIEN6 641 PHUCVU1 589 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations PH L C I QUY TUY Variables Entered/Removed Model Variables Entered I b Variables Removed Method PHUONGTIEN, HINHANH, a TINCAY, THUANTIEN, CHIPHI Enter a All requested variables entered b Dependent Variable: HAILONG b Model Summary Model R R Square 506 a Std Error of the Estimate Adjusted R Square 256 232 Durbin-Watson 533 1.704 a Predictors: (Constant), PHUONGTIEN, HINHANH, TINCAY, THUANTIEN, CHIPHI b Dependent Variable: HAILONG b ANOVA Model Sum of Squares df Mean Square F Regression 15.046 3.009 Residual 43.729 154 58.775 10.598 000 a 284 Total Sig 159 a Predictors: (Constant), PHUONGTIEN, HINHANH, TINCAY, THUANTIEN, CHIPHI b Dependent Variable: HAILONG Coefficients Unstandardized Coefficients Model B (Constant) a Standardized Coefficients Std Error 2.357 119 094 TINCAY 330 THUANTIEN HINHANH t 271 CHIPHI Beta PHUONGTIEN Collinearity Statistics Sig Tolerance VIF 8.705 000 122 1.260 209 512 1.954 081 394 4.067 000 516 1.940 017 079 019 219 827 616 1.624 024 057 036 424 672 687 1.457 -.002 072 -.002 -.021 983 592 1.688 a Dependent Variable: HAILONG PH L C STT ch S VietinBank C Ki u, TP.C PGD Ninh Ki u PGD Th ng L i a ch S An, Q.Ninh Ki u, TP.C S 16 Q.Ninh Ki u, TP.C S 12 Nguy Ki u, TP.C PGD Nguy , Q.Ninh S 89A CMT8, P.An Th TP.C PGD An Th i , S 278 Qu c L i Th tr n Phong n, TP.C n PGD Th t N t PGD Quang Trung S 469C KV Ph Th t N t, Th t N t, TP.C S ng ... marketing t t 27 NAM 2.1 - i C ph n Vi t Nam - Chi C ng Anh: Vietnam Bank for Industrial and Trade - CanTho Branch (VietinBank C a ch : S Qu n Ninh Ki u, TP C Ti a t Nam C n c, tr s t i 3 9- Vi t s tt... ng t th ATM E- c t Visa, Master; VietinBank cung c p nhi u d ch v th c hi n nhi u lo i giao d ch t - u Vi t Nam, n tho n th th n 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