NÂNG CAO CÁC CHI NHÁNH NGÂN HÀNG TMCP 60340102 i Tôi xin cam oan lu c v n th x lý trung th nâng cao chi nhánh Ngân hàng TMCP C inh k nghiêm túc s qu c ác s li khách quan trình h phân tích nghiên c t , nghiên c thu th th t , ii Tôi xin chân thành t kinh doanh, - ; Nam , M t s c q trình hồn thi n lu tài li tài khơng th Vì v iii M Trang i n ii iii vi vii viii .ix 1.1 1.1.1 1.1.2 1.1.3 1.2 1.3 1.3.1 10 1.4 ngân 13 13 13 16 iv HÁCH 2.1 V 2.1.1 Quá trình hình thành 18 VietinBank 18 2.1.2 19 2.1.3 21 2.1.4 23 2.1.5 VietinBank 2.1.6 2011 23 24 2.2 2.2.1 Ng 27 31 31 34 40 42 44 3.1 50 3.1.1 50 3.1.2 51 3.1.3 53 3.1.4 54 3.1.5 Marketing bán hàng 55 3.1.6 56 3.1.7 57 3.1.8 58 v 3.1.9 59 3.2 nhánh VietinBank 3.2.1 60 - 61 3.2.2 62 3.2.3 64 3.2.4 65 3.2.5 3.2.6 - 66 68 71 73 P 75 vi NHNN NHTM TP.HCM TMCP n TNHH MTV ISO : WTO : ATM : POS : SMS : USD SPSS : Sig : Significance level ANOVA : Analysis of Variance EFA : Exploratory Factor Analysis VIF : Variance Inflation Factor KMO : H s nhân t phóng i sai vii Trang ng1.1 14 24 B ng 2.2 Các bi n quan sát 28 ng 2.3 32 ng 2.4 33 34 2.6 36 2.7 37 B ng 2.8 Ki m tra B ng 2.9 M c tin c 40 áp ng c a VietinBank i v i tiêu chí 43 2.10 hàng 44 2.11 45 ng 2.12 47 2.13 48 60 viii Trang Hình 1.1 khách hàng Hình 1.2 Hình 1.3 11 Hình 1.4 Mơ hình Hình 1.6 15 16 nk 20 20 21 25 Hình 2.5 25 Hình 2.6 26 Hình 2.7 26 Hình 2.8 27 Hình 2.9 30 Hình 2.10 Mơ hình 41 84 15 Interne NET2 16 NET3 17 NET4 18 NET5 - 19 20 khác COMMIT1 (không sai sót), nhanh chóng COMMIT2 21 COMMIT3 22 COMMIT4 23 COMMIT5 24 BRAND1 25 BRAND2 26 Hình BRAND3 27 BRAND4 - 28 STAFF1 29 STAFF2 30 31 32 VietinBank STAFF3 EMOTION1 EMOTION2 85 Rotated Component Matrixa Component STAFF2 796 COMMIT1 761 COMMIT2 664 COMMIT3 661 STAFF3 574 STAFF1 559 10 486 SUPPORT1 953 NET5 935 SUPPORT2 884 SUPPORT3 804 NET1 732 NET4 698 NET3 412 NET2 599 533 -.421 EMOTION1 897 EMOTION2 818 SUPPORT4 498 PRODUCT4 834 COMMIT5 740 SUPPORT5 507 PRODUCT1 406 406 733 PRODUCT2 712 PRODUCT3 698 BRAND4 797 BRAND3 573 SUPPORT7 775 SUPPORT6 731 BRAND1 BRAND2 779 464 COMMIT4 491 477 PRICE2 761 PRICE1 633 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 12 iterations 86 Rotated Component Matrixa Component STAFF2 799 COMMIT1 761 COMMIT2 672 COMMIT3 668 STAFF3 568 STAFF1 561 10 493 SUPPORT1 953 NET5 936 SUPPORT2 885 SUPPORT3 803 NET1 737 NET4 705 NET3 585 NET2 529 -.407 EMOTION1 900 EMOTION2 825 SUPPORT4 496 PRODUCT1 742 PRODUCT2 723 PRODUCT3 685 PRODUCT4 834 COMMIT5 743 SUPPORT5 521 BRAND4 791 BRAND3 612 SUPPORT6 771 SUPPORT7 758 PRICE2 774 PRICE1 631 BRAND1 BRAND2 803 441 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 15 iterations .539 87 Rotated Component Matrixa Component STAFF2 813 COMMIT1 766 COMMIT3 676 COMMIT2 673 STAFF1 582 STAFF3 10 554 451 SUPPORT1 953 NET5 935 SUPPORT2 885 SUPPORT3 804 NET1 729 NET4 682 NET3 406 NET2 567 563 EMOTION1 896 EMOTION2 821 SUPPORT4 493 PRODUCT4 828 COMMIT5 741 SUPPORT5 547 PRODUCT1 750 PRODUCT2 737 PRODUCT3 678 BRAND4 798 BRAND3 645 SUPPORT7 767 SUPPORT6 758 PRICE2 794 PRICE1 583 BRAND1 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 14 iterations .816 88 Rotated Component Matrixa Component STAFF2 812 COMMIT1 752 COMMIT3 678 COMMIT2 672 STAFF1 573 STAFF3 564 478 SUPPORT1 954 NET5 933 SUPPORT2 886 SUPPORT3 806 NET1 728 NET4 699 NET3 595 NET2 527 -.419 PRODUCT4 820 COMMIT5 730 SUPPORT5 628 BRAND1 403 EMOTION1 898 EMOTION2 853 PRODUCT1 751 PRODUCT2 729 PRODUCT3 677 BRAND4 775 BRAND3 643 SUPPORT6 769 SUPPORT7 749 PRICE2 761 PRICE1 642 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 12 iterations 89 Rotated Component Matrixa Component STAFF2 813 COMMIT1 759 COMMIT3 680 COMMIT2 671 STAFF3 571 STAFF1 570 494 SUPPORT1 953 NET5 935 SUPPORT2 886 SUPPORT3 804 NET1 729 NET4 692 NET3 593 NET2 543 PRODUCT4 840 COMMIT5 741 SUPPORT5 571 PRODUCT1 744 PRODUCT2 728 PRODUCT3 684 EMOTION1 906 EMOTION2 859 SUPPORT7 768 SUPPORT6 768 BRAND4 773 BRAND3 637 PRICE2 774 PRICE1 634 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 14 iterations Descriptive Statistics BRAND3 Mean 3.90 Std Deviation 806 Analysis N 218 BRAND4 3.64 707 218 COMMIT1 3.33 821 218 90 COMMIT2 3.21 858 218 COMMIT3 3.56 773 218 COMMIT5 3.19 735 218 EMOTION1 4.18 737 218 EMOTION2 4.01 837 218 NET1 4.34 759 218 NET2 3.57 735 218 NET3 3.46 832 218 NET4 3.17 914 218 NET5 3.37 912 218 PRICE1 3.46 911 218 PRICE2 3.25 872 218 PRODUCT1 3.79 842 218 PRODUCT2 3.51 793 218 PRODUCT3 3.53 886 218 PRODUCT4 3.33 768 218 STAFF1 3.64 744 218 STAFF2 3.67 775 218 STAFF3 3.12 856 218 SUPPORT1 3.36 916 218 SUPPORT2 3.42 893 218 SUPPORT3 3.28 848 218 SUPPORT5 3.40 804 218 SUPPORT6 3.48 810 218 SUPPORT7 3.42 856 218 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx ChiSquare df 728 2937.738 378 Sig 0.000 Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Rotation Sums of Squared Loadings Total 6.076 % of Variance 21.701 Cumulative % 21.701 Total 6.076 % of Variance 21.701 Cumulative % 21.701 Total 3.435 % of Variance 12.269 Cumulative % 12.269 3.362 12.006 33.707 3.362 12.006 33.707 3.305 11.802 24.071 1.983 7.084 40.791 1.983 7.084 40.791 2.337 8.347 32.418 1.864 6.657 47.448 1.864 6.657 47.448 2.012 7.187 39.605 Component 91 1.675 5.982 53.430 1.675 5.982 53.430 1.949 6.960 46.565 1.486 5.308 58.738 1.486 5.308 58.738 1.938 6.922 53.487 1.307 4.669 63.406 1.307 4.669 63.406 1.748 6.242 59.729 1.191 4.252 67.658 1.191 4.252 67.658 1.728 6.171 65.900 1.076 3.841 71.499 1.076 3.841 71.499 1.568 5.599 71.499 10 916 3.272 74.771 11 772 2.755 77.526 12 718 2.566 80.092 13 660 2.359 82.451 14 601 2.146 84.596 15 568 2.027 86.624 16 481 1.718 88.342 17 466 1.665 90.006 18 447 1.597 91.603 19 382 1.363 92.967 20 342 1.222 94.189 21 321 1.147 95.336 22 279 998 96.334 23 265 947 97.281 24 208 741 98.022 25 191 683 98.705 26 156 559 99.264 27 133 474 99.738 28 073 262 100.000 Extraction Method: Principal Component Analysis 92 Reliability Statistics Cronbach's Alpha 826 Cronbach's Alpha Based on Standardized Items 827 N of Items Item-Total Statistics STAFF1 Scale Mean if Item Deleted 16.89 Scale Variance if Item Deleted 9.610 Corrected Item-Total Correlation 502 Squared Multiple Correlation 507 Cronbach's Alpha if Item Deleted 816 STAFF2 16.86 8.663 706 633 775 STAFF3 17.41 9.211 488 265 821 COMMIT1 17.20 8.660 651 466 785 COMMIT2 17.33 8.663 610 402 794 COMMIT3 16.97 9.008 620 405 793 Corrected Item-Total Correlation 922 794 693 878 Squared Multiple Correlation 867 682 555 832 Cronbach's Alpha if Item Deleted 863 907 939 878 Reliability Statistics Cronbach's Alpha 922 Cronbach's Alpha Based on Standardized Items 921 N of Items Item-Total Statistics SUPPORT1 SUPPORT2 SUPPORT3 NET5 Scale Mean if Item Deleted 10.06 10.00 10.14 10.06 Scale Variance if Item Deleted 5.526 6.051 6.602 5.684 93 Reliability Statistics Cronbach's Alpha 677 Cronbach's Alpha Based on Standardized Items 676 N of Items Item-Total Statistics NET1 Scale Mean if Item Deleted 10.21 Scale Variance if Item Deleted 3.372 Corrected Item-Total Correlation 512 Squared Multiple Correlation 266 Cronbach's Alpha if Item Deleted 580 NET2 10.97 3.861 336 137 683 NET3 11.09 3.195 500 268 584 NET4 11.37 2.963 500 292 585 Reliability Statistics Cronbach's Alpha 745 Cronbach's Alpha Based on Standardized Items 747 N of Items Item-Total Statistics PRODUCT4 Scale Mean if Item Deleted 6.59 Scale Variance if Item Deleted 1.691 Corrected Item-Total Correlation 625 Squared Multiple Correlation 417 Cronbach's Alpha if Item Deleted 596 SUPPORT5 6.51 1.818 490 241 757 COMMIT5 6.72 1.795 605 400 623 94 Reliability Statistics Cronbach's Alpha 676 Cronbach's Alpha Based on Standardized Items 682 N of Items Item-Total Statistics PRODUCT1 Scale Mean if Item Deleted 7.04 Scale Variance if Item Deleted 1.888 Corrected Item-Total Correlation 549 Squared Multiple Correlation 368 Cronbach's Alpha if Item Deleted 502 PRODUCT2 7.32 1.970 569 376 484 PRODUCT3 7.30 2.129 368 136 744 95 Correlations Spearman's rho PV Correlation Coefficient PV 1.000 X1 296** X2 099 X3 491** X4 522** X5 275** X6 231** X7 306** X8 491** X9 349** 000 143 000 000 000 001 000 000 000 218 218 218 218 218 218 218 218 218 218 296** 1.000 - 383** 406** 235** 154* 186** 187** 217** 008 000 000 000 023 006 006 001 Sig (2tailed) N X1 Correlation Coefficient 179** Sig (2tailed) N 218 218 218 218 218 218 Correlation Coefficient 099 179** 1.000 -.013 -.131 -.054 -.084 022 101 -.036 143 008 849 053 428 219 743 136 598 218 218 218 218 218 218 218 218 218 218 491** 383** -.013 1.000 267** 282** 156* 282** 317** 176** 000 000 849 000 000 021 000 000 009 218 218 218 218 218 218 218 218 218 218 522** 406** -.131 267** 1.000 225** 256** 349** 194** 299** Sig (2tailed) 000 000 053 000 001 000 000 004 000 N 218 218 218 218 218 218 218 218 218 218 275** 235** -.054 282** 225** 1.000 134* 201** 247** 160* Sig (2tailed) 000 000 428 000 001 048 003 000 018 N X6 218 N X5 218 Sig (2tailed) X4 218 N X3 218 Sig (2tailed) X2 000 218 218 218 218 218 218 218 218 218 218 231** 154* -.084 156* 256** 134* 1.000 127 357** 142* Sig (2tailed) 001 023 219 021 000 048 062 000 037 N 218 218 218 218 218 218 218 218 218 Correlation Coefficient Correlation Coefficient Correlation Coefficient Correlation Coefficient 218 96 022 282** 349** 201** 127 000 006 743 000 000 003 062 218 218 218 218 218 218 218 491** 187** 101 317** 194** 247** Sig (2tailed) 000 006 136 000 004 N 218 218 218 218 349** 217** -.036 Sig (2tailed) 000 001 N X9 186** N X8 306** Sig (2tailed) X7 218 218 Correlation Coefficient Correlation Coefficient Correlation Coefficient 313** 233** 000 001 218 218 218 357** 313** 1.000 160* 000 000 000 218 218 218 218 218 218 176** 299** 160* 142* 233** 160* 1.000 598 009 000 018 037 001 018 218 218 218 218 218 218 218 1.000 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) Model Summaryf 545a R Square 297 Adjusted R Square 294 Std Error of the Estimate 54326 662b 438 433 48691 712c 507 500 45724 725d 526 517 44940 735e 540 529 44358 1.809 Mean Square 26.911 F 91.182 295 Model R DurbinWatson a Predictors: (Constant), X4 b Predictors: (Constant), X4, X3 c Predictors: (Constant), X4, X3, X8 d Predictors: (Constant), X4, X3, X8, X9 e Predictors: (Constant), X4, X3, X8, X9, X2 f Dependent Variable: PV ANOVAa Model Regression Sum of Squares 26.911 df Residual 63.750 216 Total 90.661 217 Sig .000b 018 218 97 19.844 50.973 215 90.661 45.921 15.307 44.740 214 90.661 47.643 11.911 Residual 43.017 213 90.661 48.946 9.789 Residual 41.715 212 90.661 49.750 000f 197 Total 000e 217 Regression 58.976 202 Total 000d 217 Regression 73.216 209 Total 000c 217 Regression 83.698 237 Residual Total 39.687 Residual Regression 217 a Dependent Variable: PV b Predictors: (Constant), X4 c Predictors: (Constant), X4, X3 d Predictors: (Constant), X4, X3, X8 e Predictors: (Constant), X4, X3, X8, X9 f Predictors: (Constant), X4, X3, X8, X9, X2 Coefficientsa Model (Constant) X4 Unstandardized Coefficients B Std Error 1.958 198 563 059 Standardized Coefficients Beta 545 t 9.882 9.549 Sig .000 000 Collinearity Statistics Tolerance VIF 1.000 1.000 429 3.148 8.018 002 000 913 1.095 438 060 393 7.341 000 913 1.095 (Constant) X4 195 393 249 053 380 783 7.452 435 000 885 1.130 343 059 308 5.851 000 833 1.200 X8 285 052 284 5.460 000 851 1.175 -.033 353 257 054 342 -.130 6.593 897 000 828 1.207 X3 326 058 293 5.628 000 825 1.213 X8 280 051 279 5.450 000 850 1.177 X9 131 045 146 2.920 004 894 1.118 -.369 374 285 053 362 -1.294 6.995 197 000 809 1.236 X3 325 057 292 5.683 000 825 1.213 X8 265 051 264 5.200 000 839 1.191 X9 130 044 145 2.935 004 894 1.118 X2 241 055 X3 759 443 X3 (Constant) X4 098 038 122 2.573 011 969 1.032 (Constant) X4 (Constant) X4 a Dependent Variable: PV 98 Collinearity Diagnosticsa Model 1 Eigenvalue 1.983 Condition Index 1.000 017 Variance Proportions 99 99 2.966 1.000 00 00 00 022 11.635 05 92 31 012 15.754 95 08 69 3.947 1.000 00 00 00 00 024 12.767 01 88 05 23 017 15.182 02 05 59 64 011 18.612 97 07 36 13 4.915 1.000 00 00 00 00 00 034 12.025 01 00 05 13 82 023 14.503 01 95 03 12 10 017 16.999 01 02 64 61 01 011 21.219 97 03 29 13 06 5.861 1.000 00 00 00 00 00 00 058 10.022 00 06 01 00 07 66 033 13.346 00 03 06 13 78 04 022 16.423 00 80 07 23 08 08 017 18.568 01 03 67 57 01 00 10.675 X4 01 3 01 2 009 25.347 99 08 20 06 05 21 a Dependent Variable: PV (Constant) X3 X8 X9 X2 ... mình, khách hàng nh n th c giá tr c a l c giá d a nh ng tiêu chu ng câu h i c Nam ho t a bàn Tp.HCM T ng chi nhánh Ngân hàng TMCP Công a bàn Tp.HCM cho khách hàng cho khách hàng cho khách hàng. .. 41 ix tài nâng cao c nhánh Ngân hàng Minh c th c hi n nh m x khách hàng chi nhánh ; giá nhánh cho cho chi nhánh Tp.HCM Nghiên c th hi c s mơ hình ctg (2006) Ngân hàng TMCP Công th Tp.HCM; , thang... c v t ánh giá óng góp c khách hàng b nh m thành thành ph n tranh v m ý thang o chi nhánh Ngân x tham gia vào cho khách hàng pháp cho khách hàng, Vào t Nam, n khách hàng hàng (VietinBank) p, VietinBank