Luận văn thạc sĩ Đo lường chất lượng dịch vụ thanh toán quốc tế tác động đến sự hài lòng của khách hàng tại Ngân hàng Thương mại Cổ phần Sài Gòn Công thương (Saigonbank)

- : 60.34.05 - “ riêng Thành ph Trang Tran 11 12 13 16 16 16 17 2.6 .18 21 21 23 23 25 27 28 28 28 28 hình 29 4.1 31 4.2 32 4.3 35 4.4 39 4.5 41 4.6 43 4.7 46 4.8 48 4.9 50 4.10 53 56 57 K 60 60 STT ACB CLDV NHTM NHTMCP SAIGON BANK TTQT TP.HCM TMCP TMKH 10 GDP 11 VIETCOMBANK Ngân hàng (Gross Dometic Pro Nam 12 WTO Trang 3.1: 21 : 32 33 34 36 37 38 : 39 40 : 44 51 52 52 53 Trang Hình 2.1: SERVQUAL 11 Hình 2.2: 14 Hình 2.3: 15 Hình 2.4: 18 Hình 3.1: Quy trình 22 Hình 3.2: Mơ hình 24 Hình 3.3: Hình 3.4: 48 - 49 Hình 3.5: 49 Hình 3.6: 50 46 - 47 48 hàng 49 1.1 C 1.1.1 t n i NHTM Các ngân hàng mà NHTM NHTM n nhi Ngân hàng TTQT SAIGONBANK SAIGONBANK c NH ACB hay VIETCOMBANK? EFA KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx.Chi Square Df Sig Comp onent Initial Eigenvalues Total 8.771 % of Variance Cumulative % 27.410 27.410 896 7638.173 496 000 Total Variance Explained Extraction Sums of Squared Loadings Total 8.771 % of Variance Cumulative % 27.410 27.410 Rotation Sums of Squared Loadings Total % of Variance Cumulative % 3.824 11.950 11.950 2.843 8.884 36.294 2.843 8.884 36.294 3.771 11.785 23.734 2.196 6.864 43.158 2.196 6.864 43.158 2.835 8.860 32.594 1.710 5.344 48.502 1.710 5.344 48.502 2.697 8.428 41.022 1.490 4.656 53.158 1.490 4.656 53.158 2.181 6.817 47.838 1.131 1.003 951 3.533 3.133 2.971 56.691 59.824 62.795 1.131 1.003 3.533 3.133 56.691 59.824 1.921 1.914 6.004 5.982 53.843 59.824 10 11 863 830 736 2.695 2.594 2.300 65.490 68.084 70.384 12 719 2.246 72.631 13 687 2.148 74.779 14 665 2.080 76.858 15 607 1.897 78.756 16 581 1.817 80.572 17 559 1.747 82.319 18 548 1.712 84.032 19 517 1.615 85.647 20 493 1.540 87.187 21 444 1.388 88.575 22 419 1.310 89.885 23 404 1.263 91.147 24 380 1.189 92.336 25 362 1.131 93.467 26 340 1.061 94.528 27 325 1.016 95.545 28 312 975 96.519 29 292 913 97.432 30 284 889 98.321 31 279 870 99.192 32 259 808 100.000 Rotated Component Matrix(a) Component HH33 783 090 -.027 043 056 186 147 HH32 763 -.007 043 077 177 086 064 HH29 706 191 072 -.002 045 184 170 HH31 692 028 077 170 220 107 -.096 DC24 580 212 -.040 135 322 -.005 020 DU11 097 765 081 003 172 079 214 DU10 -.004 661 -.039 266 089 187 100 NL18 358 660 228 102 -.013 -.043 -.038 NL15 333 612 285 059 099 -.049 -.051 DU12 -.114 605 061 348 247 115 099 DU13 -.004 580 048 462 123 020 200 NL17 394 508 243 324 081 006 -.221 HH30 437 442 188 -.137 043 262 139 TC3 039 149 797 054 015 100 135 TC1 -.003 039 761 065 110 038 148 TC2 036 021 649 054 064 055 270 TC4 063 267 641 106 -.044 122 158 TC8 108 103 132 694 -.072 160 168 DU14 138 242 013 677 129 006 160 TC9 -.048 420 124 575 222 107 063 NL16 334 374 312 464 180 060 -.117 DC23 348 -.018 087 436 383 079 -.004 DC20 258 195 073 083 726 060 095 DC22 137 281 177 -.071 646 120 016 DC21 232 056 -.033 269 636 100 181 DC25 415 059 -.068 359 421 006 157 HH27 120 047 071 112 095 834 038 HH28 191 -.003 060 304 153 711 -.076 HH26 209 221 175 -.091 015 630 102 TC6 075 113 354 178 118 027 719 TC5 128 064 239 208 115 026 709 TC7 087 140 361 028 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 10 iterations .075 033 598 EFA KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 877 Approx.Chi Square 6408.423 Df 378 000 Sig Total Variance Explained Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Compo nent Initial Eigenvalues Total 7.548 26.957 26.957 7.548 26.957 26.957 3.462 12.365 12.365 2.706 9.665 36.622 2.706 9.665 36.622 3.432 12.258 24.623 2.157 7.703 44.325 2.157 7.703 44.325 3.347 11.954 36.577 1.540 5.501 49.826 1.540 5.501 49.826 2.472 8.830 45.407 1.430 5.106 54.932 1.430 5.106 54.932 1.886 6.734 52.141 1.089 3.889 58.821 1.089 3.889 58.821 1.870 6.680 58.821 965 3.447 62.268 914 3.264 65.532 % of Variance Cumulative % 827 2.953 68.485 10 765 2.733 71.218 11 693 2.476 73.694 12 676 2.413 76.107 13 626 2.237 78.344 14 596 2.130 80.474 15 552 1.972 Total 82.446 16 530 1.893 84.340 17 509 1.817 86.157 18 473 1.689 87.846 19 422 1.508 89.354 20 410 1.463 90.817 21 376 1.344 92.162 22 367 1.312 93.473 23 341 1.216 94.689 24 333 1.191 95.880 25 306 1.094 96.975 26 294 1.052 98.026 27 286 1.021 99.047 28 267 953 100.000 Extraction Method: Principal Component Analysis % of Variance Cumulative % Total % of Variance Cumulative % Rotated Component Matrix(a) Component TC3 732 232 057 011 133 -.097 TC1 709 129 022 019 072 -.033 TC6 693 -.001 068 265 -.023 294 TC2 687 065 047 030 071 006 TC7 634 069 057 085 -.003 216 TC4 622 332 047 061 153 -.113 TC5 595 -.056 107 290 -.026 289 DU11 183 713 060 096 065 266 NL18 172 706 307 062 -.005 -.013 NL15 206 672 300 022 -.005 067 DU10 022 612 -.005 360 175 108 NL17 075 599 382 227 067 -.016 DU12 095 558 -.111 416 114 258 HH32 074 025 797 055 074 139 HH33 070 078 777 048 153 085 HH31 011 105 738 090 137 130 HH29 164 181 691 017 156 069 DC24 -.025 240 602 133 005 266 TC8 201 066 158 712 148 -.101 DU14 091 179 177 709 -.004 147 TC9 125 393 001 623 111 158 DU13 144 505 002 543 005 173 HH27 087 024 126 106 837 099 HH28 008 003 234 279 727 084 HH26 214 217 153 -.112 640 066 DC20 091 195 308 102 076 706 DC21 053 014 290 312 096 634 DC22 138 313 147 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations -.069 145 591 EFA KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 3) 872 Approx.Chi Square 5985.435 Df 378 000 Sig Total Variance Explained Comp onent Initial Eigenvalues Total % of Variance Cumulative % Extraction Sums of Squared Loadings Total % of Variance Cumulative % Rotation Sums of Squared Loadings Total % of Variance Cumulative % 7.219 26.739 26.739 7.219 26.739 26.739 3.459 12.809 12.809 2.686 9.947 36.685 2.686 9.947 36.685 3.317 12.287 25.096 1.998 7.399 44.084 1.998 7.399 44.084 3.295 12.205 37.301 1.537 5.691 49.775 1.537 5.691 49.775 2.110 7.813 45.115 1.425 5.278 55.054 1.425 5.278 55.054 1.890 7.000 52.115 1.086 4.021 59.075 1.086 4.021 59.075 1.879 6.960 59.075 965 3.574 62.648 875 3.242 65.890 809 2.998 68.888 10 745 2.760 71.648 11 693 2.567 74.215 12 660 2.444 76.659 13 625 2.317 78.976 14 576 2.133 81.110 15 551 2.040 83.149 16 526 1.949 85.098 17 509 1.885 86.983 18 458 1.696 88.679 19 414 1.532 90.212 20 409 1.515 91.726 21 368 1.361 93.088 22 350 1.295 94.383 23 340 1.261 95.643 24 324 1.198 96.841 25 298 1.105 97.946 26 288 1.065 99.012 27 267 988 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix(a) Component TC3 731 055 234 017 -.098 128 TC1 709 022 127 014 -.033 071 TC6 696 065 003 246 305 -.020 TC2 690 054 056 014 005 075 TC7 634 055 070 081 218 -.005 TC4 625 048 329 043 -.110 155 TC5 595 101 -.045 290 296 -.028 HH32 074 799 028 061 137 074 HH33 072 781 076 035 089 160 HH31 011 739 108 095 128 136 HH29 166 695 178 004 071 162 DC24 -.027 595 253 144 267 -.002 NL18 173 297 717 055 -.009 -.012 DU11 190 058 709 043 278 071 NL15 207 293 678 017 066 -.014 DU10 025 -.023 635 341 127 171 NL17 074 367 621 239 -.012 054 DU12 106 -.117 563 344 285 128 TC8 200 131 111 743 -.082 134 DU14 098 163 203 681 172 000 TC9 130 -.020 425 604 184 109 DC20 090 307 198 094 704 072 086 DC21 050 281 032 325 636 DC22 140 153 302 -.103 590 150 HH27 088 130 023 104 097 837 HH28 005 226 022 303 085 719 215 161 207 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations -.128 062 644 HH26 MÃN KHÁCH HÀNG STM34 STM35 STM36 STM37 STM38 Eigenvalues KMO Bartlett’s test of Sphericity Sig Cronbach’s Alpha 841 832 805 779 778 3.260 65.191 831 1362.524 000 0.865 10 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted TC1 101.1732 103.652 367 890 TC2 101.2419 103.964 352 890 TC3 101.1973 103.227 445 889 TC4 101.2436 102.690 447 888 TC5 101.5249 102.026 435 889 TC6 101.5111 101.518 481 888 TC7 101.3722 103.028 402 889 TC8 101.7015 101.385 424 889 TC9 101.7358 100.703 510 887 DU10 101.6792 101.490 467 888 DU11 101.4614 101.459 539 887 DU12 101.5678 101.950 467 888 DU14 101.8576 101.896 462 888 NL15 101.6432 101.168 539 886 NL17 101.6089 100.586 555 886 NL18 101.4991 101.374 532 887 DC20 101.9537 101.491 511 887 DC21 102.2401 102.032 460 888 DC22 101.6192 102.570 432 889 DC24 102.0172 101.684 474 888 HH26 101.2642 103.861 387 890 HH27 101.3225 103.044 370 890 HH28 101.6981 101.211 403 890 HH29 101.6844 101.570 511 887 HH31 101.9726 101.374 463 888 HH32 101.9726 101.518 457 888 HH33 101.8388 101.108 469 888 Cronbach's Alpha: 0.892 Item - Total Statistics Scale Mean Scale if Item Variance if Deleted Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted TC1 565 798 25.1166 9.498 546 801 TC3 25.0720 9.462 621 790 TC4 25.1184 9.548 539 802 TC5 25.3997 9.271 521 806 TC6 25.3859 8.877 638 785 TC7 DC24 25.2470 9.475 525 804 14.6244 6.510 535 825 HH29 14.2916 6.410 611 806 HH31 14.5798 6.010 635 799 HH32 14.5798 5.859 688 783 HH33 Cronbach’s Alpha: 0.833 9.379 TC2 Cronbach’s Alpha: 0.822 25.0480 14.4460 5.753 695 781 DU10 779 19.7238 7.736 489 813 NL15 19.7993 7.460 592 791 19.7650 7.338 592 791 19.6552 7.360 633 783 TC8 7.4528 1.733 494 601 TC9 7.4871 1.848 515 570 DU14 7.6089 1.984 491 602 DC20 7.1870 1.413 585 451 DC21 7.4734 1.507 487 583 DC22 6.8525 1.662 401 691 HH26 Cronbach’s Alpha: 0.690 797 655 NL18 Cronbach’s Alpha: 0.676 568 7.350 NL17 Cronbach’s Alpha: 0.684 7.286 19.6175 DU12 Cronbach’s Alpha: 0.821 19.8353 DU11 8.0257 2.245 419 699 HH27 8.0840 1.668 613 455 HH28 8.4597 1.503 515 602 11: PHÂN TÍCH Model R - R Square Std Error of the Estimate Adjusted R Square 717(a) 514 a Predictors: (Constant), SDC, STC, PTHH, SDU, STT, NLPV b Dependent Variable: STM 509 37584 ANOVA(b) Sum of Squares Model df Mean Square F Regression 86.153 14.359 Residual 81.362 576 Sig .141 101.652 000(a) Total 167.515 582 a Predictors: (Constant), SDC, STC, PTHH, SDU, STT, NLPV b Dependent Variable: STM Coefficients(a) Model Unstandardized Coefficients B Std Error (Constant) 075 202 035 NLPV 217 038 STT 244 PTHH 207 SDC Collinearity Statistics t Sig Beta Tolerance 163 STC Standardized Coefficients VIF 462 644 189 5.792 000 792 1.263 217 5.742 000 593 1.687 031 275 7.833 000 684 1.463 028 241 7.427 000 799 1.251 089 034 095 2.641 008 657 1.523 015 a Dependent Variable: STM 030 017 481 631 655 1.527 SDU Histogram Dependent Variable: TM 40 20 N =583 -4 -2 Regression Standardized Residual Normal P-P Plot of Regression Standardized Residual Dependent Variable: TM 1.0 Expected Cum Prob Frequency 60 0.8 0.6 0.4 0.2 0.0 0.0 0.2 0.4 0.6 Observed Cum Prob 0.8 1.0 Scatterplot Dependent Variable: TM 5.00 4.50 TM 4.00 3.50 3.00 2.50 2.00 -3 -2 -1 Regression Standardized Predicted Value 3 : ONE WAY ANOVA – KI Test of Homogeneity of Variances Levene Statistic df1 df2 Sig STC 1.798 580 167 NLPV 1.445 580 237 STT 1.120 580 327 SDU 3.215 580 041 PTHH 683 580 506 SDC 112 580 894 STM 3.808 580 023 ANOVA Sum of Squares STC Between Groups df Mean Square 3.867 139.198 580 146.932 582 Between Groups 1.506 163.795 580 166.806 793 Within Groups 211.697 580 213.284 Between Groups 3.536 1.768 206.306 580 209.843 115 4.971 007 2.989 051 020 981 1.749 175 582 Between Groups 2.320 1.160 Within Groups 225.095 580 388 Total 227.415 582 Between Groups 013 006 Within Groups 191.255 580 330 Total STM 2.173 356 Total SDC 005 582 Between Groups Within Groups PTHH 5.331 365 Total 000 582 1.586 16.114 282 Total SDU 3.011 Within Groups STT Sig .240 Total NLPV 7.734 Within Groups F 191.268 582 1.004 502 Within Groups 166.511 580 287 Total 167.515 582 Between Groups 4: PHÂN TÍCH SÂU POST HOC TESTS Post Hoc Tests Test of Homogeneity of Variances Levene Statistic 1.798 STC NLPV df1 580 Sig .167 1.445 df2 580 237 ANOVA Sum of Squares STC Between Groups df Mean Square 3.867 139.198 580 146.932 Sig .240 Total NLPV 7.734 Within Groups F 582 Between Groups 3.011 163.795 580 166.806 5.331 005 282 Total 000 1.506 Within Groups 16.114 582 (I) ngan hang (J) ngan hang Multiple Comparisons Mean Std Error Difference (I-J) Sig 95% Confidence Interval Upper Bound LSD Dependent Variable: STC SAIGONBANK ACB VIETCOMBANK -.19392(*) -.26963(*) 04981 04906 000 000 -.2917 -.3660 -.0961 -.1733 SAIGONBANK 19392(*) 04981 000 0961 2917 VIETCOMBANK ACB VIETCOMBANK -.07571 26963(*) 07571 05035 04906 05035 133 000 133 -.1746 1733 -.0232 0232 3660 1746 -.00558 -.15489(*) 05403 05322 918 004 -.1117 -.2594 1005 -.0504 SAIGONBANK ACB Dependent Variable: NLPV SAIGONBANK ACB VIETCOMBANK LSD Lower Bound ACB SAIGONBANK 00558 05403 918 -.1005 1117 -.14931(*) VIETCOMBANK SAIGONBANK 15489(*) ACB 14931(*) * The mean difference is significant at the 05 level .05462 05322 05462 006 004 006 -.2566 0504 0420 -.0420 2594 2566 VIETCOMBANK 15: Report ngan hang SAIGONBANK ACB VIETCOMBANK Total n=204 n=184 n=195 n=583 STC Mean 4.0483 Std Deviation 46961 Mean 4.2422 Std Deviation 50214 Mean 4.3179 Std Deviation 49890 Mean 4.1997 Std Deviation 50245 NLPV 3.8930 STT 3.5676 51588 3.8986 60076 3.6196 51360 4.0479 56303 3.9465 53536 59694 3.6933 61435 3.6261 SDU 60537 PTHH 3.7696 56823 4.0098 64234 3.7024 55205 3.8923 66188 3.7895 60046 4.1522 59120 4.1299 63154 4.0949 SDC 62510 3.5801 STM 3.8284 56694 3.5851 56620 3.5915 58917 3.5855 57327 50473 3.9022 51342 3.9241 58573 3.8837 53649 ... Các ngân hàng mà NHTM NHTM n nhi Ngân hàng TTQT SAIGONBANK SAIGONBANK c NH ACB hay VIETCOMBANK? LÒNG NGÂN HÀNG TMCP SÀI GỊN CƠNG NK)’’ 1.1.2 -N - - - SAIGONBANK - ng áy 1.2 hài lòng - ba ngân. .. Thành p : o sai sót) 26 DU14: Ngâ : NL NL NL NL xác NL 27 HL34: hài lịng Ngân hàng HL35: hài lòng HL36: hài lòng HL37: HL38: Ngân hàng 3.6 28 3.6.1 Minh 3.6.2 – kích 630 3.6.3 C Berstein, 1994 –... SAIGONBANK - ng áy 1.2 hài lòng - ba ngân hàng: SAIGONBANK, ACB VIETCOMBANK - B TTQT cho ngành ngân hàng nói chung cho SAIGONBANK nói riêng TTQT ê ình 5 2.1 2.1.1 kin ch Zeithaml & Bitner Tính