Luận văn thạc sĩ Đánh giá sự hài lòng của khách hàng về dịch vụ ngân hàng điện tử đối với các ngân hàng TMCP Việt Nam

HÀNG - HÀI LÒNG HÀNG CHUYÊN NGÀNH: TÀI CHÍNH NGÂN HÀNG 60340201 Trang P VÀ MÔ 1.1 Khái quát chu 1.1 1.1.2.2 -banking) 1.1.2.3 -banking) 1.1.2.4 -banking) 1.1.2.5 -banking) 1.1.2.6 Kiosk ngân hàng 1.1.2.7 1.1.3.1 1.1.3.2 1.1.3.3 Máy tính 1.1.3.4 Inetrnet Web 1.1.3.5 1.1.4 1.1.4.1 1.1.4.2 12 1.1.5 13 1.1.6 Phân 14 16 1.2.1 NHTM 16 1.2.2 Khách hàng 17 17 17 19 1.3 1.3.1 20 mơ hình Serqual 20 1.3.2 Mơ hình Servqual 18 1.4 23 1.4 23 1.4 24 1.4 24 1.4.1.3 Á 24 1.4 27 1.4.2 28 31 CÁC 32 2.1 32 2.1 37 2.1 2.2 2.2.1 43 44 45 2.2.2 Phân tích 49 2.2.3 nhóm khách hàng 52 2.2.4 lòng 53 2.2.5 55 57 58 3.1 58 3.2 N 59 3.2.1 61 62 3.2.3 63 3.2.4 thông tin 64 65 3.2.6 , 65 3.2.7 66 3.2.8 66 3.2.9 68 68 3.3.1 68 3.3 70 thông tin 71 3.3.4 72 3.3.5 72 73 75 ATM (Automated Teller Machine): M ARPANET (Advanced Research Project Agency Network): M i AVR (Automatic Voice Recognition): C ACB (Asia Commercial Bank) : N châu CERN (Conseil Européen pour la Recherche Nucléaire): Phịng thí CUP (China UnionPay): C DV: D E-banking (Electronic Banking) 10.EDC (Electronic Data Capture): T 11 EFTPOS (Electronic Funds Transfer Point of Sales): T 12 EFA (Exploratory Factor Analysis) : Phân tích n khám phá 13 GPRS (General Packet Radio Service): M 14 HSBC bank (Hongkong and Shanghai Banking Corporation): Ngân 15 ISO ( International Standard Organisation) 16 LAN (Local Area Network): M 17 NHTM: N 18 NHNN: N 68.61 196.144 781 958 Total Variance Explained Compone nt Initial Eigenvalues Total % of Variance Extraction Sums of Squared Loadings Cumulative % Total % of Variance Cumulativ e% 11.345 59.709 59.709 11.345 59.709 59.709 1.382 7.276 66.985 1.382 7.276 66.985 1.270 6.685 73.670 1.270 6.685 73.670 835 4.393 78.064 694 3.650 81.714 626 3.294 85.008 531 2.796 87.804 457 2.403 90.208 367 1.932 92.140 10 307 1.615 93.755 11 301 1.584 95.339 12 217 1.144 96.483 13 169 888 97.371 14 136 717 98.088 15 114 600 98.687 16 083 437 99.124 17 071 373 99.497 18 052 271 99.768 19 044 232 100.000 Rotated Component Matrixa Component quan tâm 512 447 823 770 633 466 738 876 hoàn tr 844 .628 409 522 554 650 411 677 519 473 638 493 510 680 769 nhánh, PGD 745 ngân hàng nhanh 828 815 Nhân viên NH trang 665 439 563 476 PH Coefficientsa Model (Constant) F1 F2 F3 Model Unstandardiz Standa t Sig Collinearity ed rdized Statistics Coefficients Coeffic ients B Std Beta Toler VIF Error ance -.009 017 -.527 599 463 007 452 62.538 012 339 2.949 333 006 388 54.620 035 350 2.857 207 005 257 40.901 009 447 2.238 Sum of Squares ANOVAa df Mean Square Regression 75.387 25.129 Residual Total 163 75.550 122 125 18806.7 42 Sig .000b 001 Model F (Constant) F1 F2 F3 REGRESSION Coefficientsa Unstandardized Coefficients B -.009 463 333 207 Standardize t d Coefficients Std Error Beta 017 -.527 007 452 62.538 006 388 54.620 005 257 40.901 Sig .599 012 035 009 /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT MUCDOHAILONG /METHOD=ENTER F1 F2 F3 THPH1 CAODANG1 DAIHOC1 Regression Notes 06-MAR-2013 22:05:29 Output Created Comments Data Active Dataset DataSet1 Filter Weight Split File Input D:\LUAN VAN\DE CUONG DA CHINH SUA 1\du lieu luan van spss.sav N of Rows in Working Data File Missing Value Handling Definition of Missing 126 User-defined missing values are treated as missing Cases Used Statistics are based on cases with no missing values for any variable used REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA /CRITERIA=PIN(.0 5) POUT(.10) Syntax /NOORIGIN /DEPENDENT MUCDOHAILONG /METHOD=ENTER F1 F2 F3 THPH1 CAODANG1 DAIHOC1 Processor Time Elapsed Time Resources 00:00:00.09 00:00:00.10 Memory Required 4772 bytes Additional Memory Required for bytes Residual Plots [DataSet1] D:\LUAN VAN\DE CUONG DA CHINH SUA 1\du lieu luan van spss.sav Variables Entered/Removeda Mod el Variables Entered Variables Removed DAIHOC1, F2,THPH1, CAODAN G1, F3, F1 Method Enter hài lòng b All requested variables entered Model Summary Mod el R 999a R Adjusted R Square Square 998 Std Error of the Estimate 998 03508 a Predictors: (Constant), DAIHOC1, F2, THPH1, CAODANG1, F3, F1 ANOVAa Model Sum of Squares df Mean Square F Sig Regressio n Residual Total 75.403 12.567 146 119 000b 001 75.550 10211.90 125 hài lòng b Predictors: (Constant), DAIHOC1, F2, THPH1, CAODANG1, F3, F1 Coefficientsa Model Unstandardized Coefficients B (Constant) Std Error Standardize d Coefficient s t Sig Beta 020 -1.124 263 F1 460 007 450 63.147 000 F2 -.023 336 006 392 55.843 000 F3 204 005 253 40.856 000 THPH1 033 021 007 1.589 115 CAODANG1 001 015 000 070 944 DAIHOC1 031 011 017 2.830 005 hài lòng PHÂN TÍCH T-TEST VÀ ANOVA Independent Samples Test Levene's Test for Equality of Variances F Equal variances assumed lòng t-test for Equality of Means Sig .908 t 342 1.432 Equal variances not assumed 124 1.476 123.323 ANOVA Sum of Squares df df Mean Square Between Groups 3.049 1.525 Within Groups 72.500 123 589 Total 75.550 125 F 2.587 Sig .079 ANOVA Sum of Squares df Mean Square Between Groups 6.102 2.034 Within Groups 69.447 122 75.550 Sig .569 Total F 125 3.573 016 ANOVA Sum of Squares Between Groups df Mean Square 251 084 Within Groups 75.299 122 75.550 136 Sig .617 Total F 939 125 ANOVA Sum of Squares df Mean Square F Sig Between Groups 1.860 465 Within Groups 73.690 121 609 Total 75.550 125 764 551 ANOVA Sum of Squares df Mean Square F Between Groups 2.634 1.317 Within Groups 72.916 123 593 Total 75.550 Sig 125 STT 2.222 113 Tên Ngân hàng NH Nông khác 6.388.126 5.692.479 46.684 12.068 636.893 NH Công 5.736.424 5.577.543 - 158.881 - 5.353.190 4.701.731 446.296 197.346 7.817 5.091.396 5.085.046 - 6.350 - 2.734.663 2.715.570 - 19.093 - 1.184.496 1.097.333 62.898 24.265 - NH Á Châu 10 - 404.451 67.059 26.965 592.689 - 31.040 - 589.786 368.222 109.290 33.606 78.668 398.479 NH Sài Gòn 183.873 623.729 682.348 398.479 - - - - - - - - , Hoàng T kinh doanh , , Nxb tài g (2010), : So sánh Các Website: http://www.sbv.gov.vn/wps/portal/!ut/p/c5/lY_LDoIwEEW_xS_oUEoLywq hDwggSEQ2hoUhTQRcGL9fuhOjqDPLk3NzL2rR_GN3N313M9PYXVCD WnqKMac4lhigJhEoEgjuVaWTZGzmxyeea2w5LzmmuVsR9osdCi4JSwGE 3oWghK58snUAwPvLzmUUgPJ1ku6dwo0VfLEPduu6v0h4s23hv7T36Tq36 yyHD8dhrZ8WAUOZnIYzug513YBRpug3DxE294g!/dl3/d3/L0lDU0lKSWd rbUEhIS9JRFJBQUlpQ2dBek15cXchLzRCRWo4bzBGbEdpdC1iWHBBRU EhLzdfRjJBNjJGSDIwMFU0RDBJNDlHQTVTUjFLVjIvUVRXcnQ1Njkw MDA1OQ!!/?WCM_PORTLET=PC_7_F2A62FH200U4D0I49GA5SR1KV2 _WCM&WCM_GLOBAL_CONTEXT=/wps/wcm/connect/sbv_vn/sbv_vn/v n.sbv.it/sbv.it.new/sbv.it.new.2011/sbv.it.new.2011.1/87da0e00464f8145bbfb bf29d1597911 http://www.scribd.com/doc/70956699/5/%C4%90%E1%BB%91it%C6%B0%E1%BB%A3ng-nghien-c%E1%BB%A9u http://www.vietinbank.vn/web/home/vn/research/08/080131.html http://www.vnbaorg.info/ao-to-tuyn-dng/ao-to/1565-cht-lng-dch-v-trongngan-hang-in-thttp://www.diendantmdt.com/forum/threads/4496-Ngan-hang-dien-tu http://vi.wikipedia.org/wiki/Th%E1%BA%BB_ATM http://www.vietnamplus.vn/Home/Ty-le-su-dung-ngan-hang-dien-tu-o-VNtang-manh/20113/80955.vnplus https://www.techcombank.com.vn/Desktop.aspx/KHCNKHDN/NHDT/ http://www.thebest-ebank.com.vn/ http://www.hsbc.com.vn/1/2/personal/services/huong-dan-su-dung-mobilebanking ... , tài - - , 3, Responsiveness ( nhanh - khách hàng ng - 23 5, hàng - Nhân viên khách hàng - Nhân viên - Nhân viên khách hàng khách hàng lòng hàng hình hàng Hình 1.1: Mơ hình Servqual 1.4 1.4.1... banking) 1.1.2.4 ngân hàng -banking) máy tính cá nhân khách hàng ngân hàng : - trang web ngân hàng c - - tốn Home-banking Home- Thơng át 1.1.2.5 -banking) nhà hàng, khách hàng Qua Internet... home- 1.1.4.2 mãn khách hàng , 13 Hacker - V in 14 1.1.5 m khác - toàn - 1.1.6 Phân Autob Khách hàn 15 Ngân hàng TMCP t , -banking Autobank Autobank E-banking khách hàng t ngân hàng 16 1.2 1.2.1