Quality of noncredit services in sogiaodich1 branch, bank for investment and development of vietnam jsc

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - ĐẶNG THỊ THUỲ TRANG QUALITY OF NONCREDIT SERVICES IN SOGIAODICH1 BRANCH, BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM JSC CHẤT LƯỢNG DỊCH VỤ PHI TÍN DỤNG TẠI CHI NHÁNH SỞ GIAO DỊCH NGÂN HÀNG TMCP ĐẦU TƯ VÀ PHÁT TRIỂN VIỆT NAM LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2021 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - ĐẶNG THỊ THUỲ TRANG QUALITY OF NONCREDIT SERVICES IN SOGIAODICH1 BRANCH, BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM JSC CHẤT LƯỢNG DỊCH VỤ PHI TÍN DỤNG TẠI CHI NHÁNH SỞ GIAO DỊCH NGÂN HÀNG TMCP ĐẦU TƯ VÀ PHÁT TRIỂN VIỆT NAM Chuyên ngành: Quản trị kinh doanh Mã số: 8340101.01 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: TS Đỗ Xuân Trường HÀ NỘI - 2021 COMMITMENT The author undertakes that the research results in this thesis are the results of the author's own labor obtained mainly during the time of study and research and have not been published in any other research program The results of other people's research and data used in this thesis have been agreed and specifically cited by the authors I am fully accountable to the thesis defense council, the Faculty of Business Administration and the state law for the above commitments ACKNOWLEDGEMENT The author would like to sincerely thanks for the guidance, dedicated, responsible and effective help of Dr Do Xuan Truong during the research and completion of the Thesis The author would also like to express gratitude to the teachers of the Faculty of Business Administration, Hanoi National University for their dedicated help, teaching and knowledge transmission Sincerely thanks the Board of Directors and staffs of Joint Stock Commercial Bank for Investment and Development of Vietnam, Sogiaodich1 Branch for facilitating and assisting the author in the process of completing this thesis TABLE OF CONTENTS LIST OF TABLES v LIST OF FIGURES vi INTRODUCTION .1 CHAPTER 1: BASIC THEORY ON QUALITY OF NONCREDIT SERVICE OF COMMERCIAL BANK 12 1.1 An overview of the commercial bank's non-credit services 12 1.1.1 The definition and characteristics of the non-credit service of commercial banks .12 1.1.2 The major non-credit services of commercial banks .15 1.2 Quality of non-credit service of commercial banks .20 1.2.1 The definition of non-credit service quality 20 1.2.2 Models for measuring the quality of non-credit services of commercial banks 21 1.3 Research model and design research on the quality of non-credit services at commercial banks 24 1.3.1 Model of non-credit service quality research at Vietnam Joint Stock Commercial Bank for Investment and Development, Sogiaodich1 Branch 24 1.3.2 Scale Creations .27 1.3.3 Questionnaire design 28 1.3.4 Research sample design 29 CHAPTER ANALYSIS OF THE QUALITY OF NONCREDIT SERVICES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT – SOGIAODICH1 BRANCH 31 2.1 An overview of the Vietnam Joint Stock commercial bank for Investment and Development – Sogiaodich1 Branch 31 2.1.1 History and development 31 2.1.2 Organizational structure 33 2.1.3 Business performance results 33 2.2 Analysis of the current status of non-credit operations at Vietnam Joint Stock Commercial Bank for Investment and Development, Sogiaodich1 Branch 37 2.3 Analysis of the current status of non-credit service quality at Vietnam Joint Stock Commercial Bank for Investment and Development, Sogiaodich1 Branch .40 2.3.1 Descriptive statistics .40 2.3.2 Analyze the reliability of the scale 42 2.3.3 Exploratory factor analysis .44 2.3.4 Regression analysis 47 2.3.5 Analyze the current status of non-credit service quality at BIDV – Sogiaodich1 Branch 55 CHAPTER SOLUTIONS TO IMPROVE THE QUALITY OF NON-CREDIT SERVICES AT VIET NAM JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT 61 – SOGIAODICH1 BRANCH 61 3.1 Oriented development of non-credit services at Joint Stock Commercial Bank for Investment and Development of Vietnam – Sogiaodich1 Branch 61 3.2 Solutions to improve the quality of non-credit services at Vietnam Joint Stock Commercial Bank for Investment and Development – Sogiaodich1 Branch .62 3.2.1 Improve the quality of staffs dealing directly with customers .62 3.2.2 Increase the reliability of non-credit services at BIDV – Sogiaodich1 Branch .64 3.2.3 Increase information to customers 66 3.2.4 Increase product utility for customers 66 3.2.5 Adjust service fees to be reasonable and competitive with other banks 67 CONCLUSION 69 REFERENCES 70 APPENDIX LIST OF TABLES Table Page Table 1.1 Groups of factors scale .27 Table 2.1 Business performance of BIDV – Sogiaodich1 Branch 36 Table 2.2: Results of net service revenue of BIDV – Sogiaodich1 Branch 39 Table 2.3 Descriptive statistics of research samples 42 Table 2.4: Analysis results of Cronbach'sAlpha .43 Table 2.5: KMO and Bartlett's Test 44 Table 2.6: Results of EFA of the independent variable 45 Table 2.7: Groups of factors after performing the exploratory factor analysis 47 Table 2.8: Correlation coefficient matrix 48 Table 2.9: Testing of regression model appropriateness 50 Table 2.10: Multicollinearity test 51 Table 2.11: Regression analysis result 53 Table 2.12 The level of customer satisfaction about staff .55 Table 2.13 Level of customer satisfaction with the utility of the non-credit service 56 Table 2.14 Level of customer satisfaction with non-credit products and services 57 Table 2.15 The level of customer satisfaction on the reliability of the non-credit service 58 Table 2.16 The level of customer satisfaction about Information factor 59 Table 2.17 Customer satisfaction with non-credit services at BIDV – Sogiaodich1 Branch .60 v LIST OF FIGURES Figures Page Figure 1.1 Nordic quality model by Gronroos 22 Figure 1.2: Proposed research model 26 Figure 2.1 Organizational structure of BIDV – Sogiaodich1 Branch 33 Figure 2.2 Capital mobilization and average capital mobilization of BIDV – Sogiaodich1 Branch for the period of 2017 - 2019 34 Figure 2.3 Credit balance at BIDV – Sogiaodich1 Branch for the period of 2017 2019 35 Figure 2.4 Net service revenue ratio in the total profit before tax of BIDV – Sogiaodich1 Branch 38 Figure 2.5 The structure of net service revenues by types of non-credit services in 2019 40 Figure 2.6: Normalized residual scatter plot .51 Figure 2.7: Frequency graph of normalized residuals .52 vi INTRODUCTION The urgency of the topic In recent years, the credit environment has faced many difficulties, the level of risks is still high, the State Bank of Vietnam has strictly managed the growth of the annual loan balance of commercial banks in order to control inflation; the income from lending activities for customers has slowed down, so it can be seen that non-credit services provide a fairly stable source of income for most of Vietnam's commercial banks in the period of 2017 - 2019, if any commercial bank having reduced, the reduction will not be much fluctuation, unusual fluctuations such as foreign exchange trading, securities trading, Therefore, the strategy to increase the proportion of non-credit service is still being concentrated by Vietnamese commercial banks In the context of the 4.0 revolution, the application of Fintech and Blockchain technology, use of mobile devices and the development of digital technology; the project of non-cash payment under the Prime Minister's Decision is approved and strengthened the direction and strongly promoted by The State Bank of Vietnam; the Vietnamese commercial banks have also increasingly competed, increased investment in financial resources, human resources, and developed, improved non-credit services, especially modern services, such as internet banking, digital banking, using QR codes, e-wallets Commercial banks have also expanded cooperation with the taxation, customs, state treasury, social insurance, payment companies, organizations providing public services such as electricity, telecommunications, cable TV, clean water, hospitals, gasoline, road transportation and railway, airlines, traffic registration stations, universities and colleges, vocational training,…; labor export companies, travel agencies; supermarkets, trade centers, insurance companies, The provision of non-credit services also helps Vietnamese commercial banks cross-sell products such as deposits, overdrafts, In the context of fierce competition among commercial banks in non-credit services, the products and fees of banks are almost close to each other The price competition becomes less meaningful in the current context Instead, improving the quality of non-credit services is becoming a very effective competitive tool for commercial banks Therefore, it is very necessary to research to improve the quality of non-credit services of commercial banks Facing that trend, BIDV in general and Sogiaodich1 Branch have concentrated resources and finance to develop non-credit services and brought positive results such as revenue and income from non-credit service is increasing in both absolute value and proportion in total revenue, the number of customers using non-credit services at the Branch also increases strongly in the period of 2017 2019 with rapid rate growth is over 10% In addition to the achieved results, the quality of non-credit services is still limited, such as: the staff is still limited in quantity and professional qualifications Many customers have complained about the working attitude of staff at the transaction center Branch Non-credit products and services not have many associated benefits, the fee for using non-credit services is even higher compared with other joint stock commercial banks The limitations on the quality of non-credit services have a great impact on the growth and development of non-credit services at BIDV - the transaction center Branch Great effects on competitiveness and accounting for market share of the Exchange Despite having 60 years of experience in the banking sector, strong financial capacity and huge number of current customers, BIDV's non-credit services is still not appreciated compared to Techcombank, Vietcombank and Tien Phong Bank Therefore, in order to increase competitiveness in the current context, it is very urgent to improve the quality of non-credit services at BIDV – Sogiaodich1 Branch From the above reasons, the author chose the topic "Quality of non-credit services in Sogiaodich I Branch of the Joint Stock Commercial Bank for Investment and Development of Vietnam" for master thesis Research overview There have been a number of studies on non-credit services and non-credit service quality of commercial banks In which, the author mentioned a number of typical research as follows: CONCLUSION With the orientation of building BIDV – Sogiaodich1 Branch to become the leading bank in the area in terms of product quality, service and customer service attitude Aiming to be the best retail bank, well serving all types of customers, safety, quality and efficiency are the first priority Sogiaodich1 Branch is always trying to perfect, develop and improve the quality of banking services in general and non-credit services in particular Therefore, the research of the quality of noncredit services at BIDV – Sogiaodich1 Branch is very necessary in the current context Thesis systematized the theoretical basis of non-credit service quality, built a model to evaluate the quality of non-credit services at BIDV – Sogiaodich1 Branch Based on the theory of building chapter 1, the author has depth analyzed the quality of non-credit services at BIDV – Sogiaodich1 Branch, analyzed the factors affecting the quality of non-credit service at the branch Since then, the author has proposed groups of solutions to improve the quality of non-credit services at the branch for the period 2020 - 2025 69 REFERENCES Vietnamese References Nguyen Thanh Cong (2015), Các mơ hình đo lường chất lượng dịch vụ ngân hàng, Development and Integration Magazine, 20th Edition January and February 2015 Le Nguyen Anh Dao (2013), Phát triển dịch vụ phi tín dụng Ngân hàng Ngoại thương Việt Nam, chi nhánh Đà Nẵng, Master Thesis, Da Nang University of Economics Do Tien Hoa (2007), Nghiên cứu hài lòng khách hàng doanh nghiệp sản phẩm dịch vụ Ngân hàng HSBC – chi nhánh Thành phố Hồ Chí Minh, University of Economics Ho Chi Minh City Hoang Xuan Bich Loan (2008), Nâng cao hài lòng khách hàng Ngân hàng Đầu tư Phát triển Việt Nam - chi nhánh Thành phố Hồ Chí Minh, University of Economics Ho Chi Minh City Phan Thi Linh (2015), Developing non-credit service of Vietnam state-owned commercial banks Doctoral Thesis Nhu Thuy Linh (2015), Giải pháp nâng cao chất lượng dịch vụ phi tín dụng Ngân hàng TMCP Công Thương Việt Nam - Chi nhánh Hai Bà Trưng, Master Thesis, University of Economics - Vietnam National University Nguyen Ho Ngoc, (2011), Solutions to improve imcome from noncredit services in Vietnamese commercial banks, Doctoral Thesis Dao Le Kieu Anh, Pham Anh Thuy (2012), Vai trò phát triển dịch vụ phi tín dụng ngân hàng thương mại Việt nam Development and Integration Magazine, 6th published in September and October 2012 National Assembly (2010), Law on Credit Institutions 2010 Kim Tien (2017), Thu nhập hàng loạt ngân hàng phải lệ thuộc 70% vào hoạt động tín dụng Http://cafef.vn/thu-nhap-cua-hang-loat-ngan-hangdang-phai-le-thuoc-tren-70-vao-hoat-dong-tin-dung20170208101328921.chn 70 Do Quang Tri (2018), Xu hướng tăng quy mô tỷ trọng thu nhập từ dịch vụ phi tín dụng tổng thu nhập ngân hàng thương mại Việt Nam, Banking Magazine No 23/2018 Pham Anh Thuy (2013), Phát triển dịch vụ phi tín dụng ngân hàng thương mại Việt Nam, Doctoral Thesis, Banking Academy Nguyen Hoang Tung (2019), Phát triển dịch vụ phi tín dụng Ngân hàng thương mại cổ phần Sài Gịn Thương Tín Sacombank Chi nhánh Quảng Bình, Master Thesis, University of Economics – Hue University Huynh Thi Thinh (2013), Nghiên cứu biến số ảnh hưởng đến lòng trung thành khách hàng thẻ ATM ngân hàng Đông, The University of Danang University of Economics Pham Anh Thuy (2013), Development of noncredit service in Vietnam commercial banks, Master Thesis BIDV – Sogiaodich1 Branch (2017), Báo cáo tổng kết hoạt động kinh doanh năm 2017 BIDV – Sogiaodich1 Branch (2018), Báo cáo tổng kết hoạt động kinh doanh năm 2018 BIDV – Sogiaodich1 Branch (2019), Báo cáo tổng kết hoạt động kinh doanh năm 2019 English References Avkiran NK (1994), “Developing an Instrument to Measure CustomerService Quality in BranchBanking”, International Journal of Bank Marketing, vol.12 No.6, 1994, tr 10-18 Avkiran NK (1999), “Quality Customer Service Demands HumanContact”, International Journal of Bank Marketing”, vol.17No.2, 1999, tr 61-71 Caruana, A., Money, A H., & Berthon, P R (2000) Service quality and satisfaction–the moderating role of value European Journal of marketing Daniel O Auka (2012), “Service quality, Satisfaction, Perceivedvalue and Loyalty among customers in Commercial Bankingin Nakuru Municipality, Kenya”, African Journal of Marketing Management, Vol.4 No.5, tr.185-203 Douglas, L., & Connor, R (2003) Attitudes to service quality–the expectation gap Nutrition & Food Science 71 Eshghi, K., Holland, J., Green, J., Morgan, D., Ramraj, A., & Smead, S (2005) U.S Patent No 6,944,660 Washington, DC: U.S Patent and Trademark Office Grönroos, C (1984) A service quality model and its marketing implications European Journal of marketing, 18(4), 36-44 Kazi Omar Siddiqui (2011), Interrelations between quality attributes, consumer satisfaction and customer loyalty in the retail banking sector in Bangladesh Lehtinen, U., & Lehtinen, J R (1982) Service quality: a study of quality dimensions Service Management Institute Melaku Yilma (2013), Influence of quality service on customers satisfaction and loyalty: The case of Commercial Bank of Ethiopia, Shashemene district, Hawassa University Mensah (2010), Customer Satisfaction in the banking industry: A comparative Study of Spain and Ghana, Univertat De Girona Mägi, A., & Julander, C R (1996) Perceived service quality and customer satisfaction in a store performance framework: An empirical study of Swedish grocery retailers Journal of Retailing and consumer services, 3(1), 33-41 Mohsan F.(2011), “Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan”, International Journal of Business Social Science, vol.2 No.16, tr 263-270 Parasuraman, A., Zeithaml, V A., & Berry, L L (1985) A conceptual model of service quality and its implications for future research Journal of marketing, 49(4), 41-50 Svensson, G (2002) A triadic network approach to service quality Journal of Services Marketing Zeithaml, V A., Berry, L L., & Parasuraman, A (1988) Communication and control processes in the delivery of service quality Journal of marketing, 52(2), 35-48 72 APPENDIX APPENDIX - QUESTIONNAIRE QUESTIONNAIRE Dear Sir / Madam My name is Dang Thi Thuy Trang, a student of the Hanoi School of Business and Management, Vietnam National University I am currently working on the research project “The quality of non-credit services at Bank for Investment and Development of Vietnam, branch of Transaction 1” Thank you Mr (Ms.) for accepting the invitation to participate in our interview Please also note that all truthful information provided by you without any views is right or wrong and all are very valuable for our research, so we look forward to receiving the cooperation of Mr (Ms.) I GENERAL INFORMATION Please provide your personal information about you below Gender Male [] Female [] Age: Under 24 years old [] From 24 - 40 years old [] From 41 to 55 years old [] Over 55 years old [] Qualification From high school and below [] College [] University [] After university [] Occupation: Officers [] Business [] Retirement, housewife [] Student [] Unskilled labor [] Others [] Under million [] From - under million [] From - under 15 million [] Over 15 million [] Income/ month II INFORMATION ON USING OF NONCREDIT SERVICES Please tell us the type of non-credit service that you use at BIDV – Sogiaodich1 Branch (can answer many options) Payment service [] Commercial finance [] Guarantee [] Foreign currency exchange [] Card service [] Electronic banking services [] Others [] The time of using non-credit service at BIDV – Sogiaodich1 Branch …………………………………………….year You have assessed the quality of non-credit services at BIDV – Sogiaodich1 branch over the years The quality of non-credit services has been increasingly improved The quality of non-credit service is unchanged The quality of non-credit service is increasingly poor [] [] [] III MEASURING QUALITY OF NONCREDIT SERVICE AT BIDV – SOGIAODICH1 BRANCH Your assessment on the level of satisfaction with the quality of non-credit services at BIDV – Sogiaodich1 Branch Completely dissatisfied Dissatisfied Normal (Neutral) Satisfied Completely satisfied No Factors Staff are always ready to help Staff serves wholeheartedly Staff always greet when it is your turn to be served Staff show real concern when there is a mistake in your account Staff has a polite attitude Staff’s uniform is neat and clean Staff ready to apologize for any errors The bank has a convenient transaction location 10 11 The bank arranged reasonable card transaction counters, easy to identify customers Simple and easy card transaction procedures The bank has a wide network of ATM and POS transactions 12 Convenient bank service time 13 There are many convenient services included 14 15 16 17 A portfolio of non-credit services to meet different needs of customers The bank has reasonable and competitive noncredit service fees Non-credit transactions at BIDV – Sogiaodich1 branch are very safe and confidential Perform the service as committed right from the first time, take care and not make mistakes Provide non-credit services (non-credit services, 18 payment, e-banking ) with the right quality and committed time 19 Bank staff are always informed the change of Satisfaction level information 20 21 22 23 24 25 26 Staff help you to learn how to control costs The employee have knowledge about banking services and products Bank staff give you advice on how to manage your finances The staff tells you when the service will be performed The bank information provided is easy to access (web, press ) The bank has a sufficient number of staff to serve customers All customer transactions at the counters are always done quickly Information about non-credit products and 27 services are fully provided and enthusiastically at the counter 28 29 30 Customers are satisfied with the non-credit service at BIDV – Sogiaodich1 Branch Customer will continue to use the non-credit service at BIDV – Sogiaodich1 Branch Customer will introduce the non-credit service at BIDV - Sogiaodich1 Branch to others Thank you Sir / Madam APPENDIX - RESULTS OF ANALYSIS Analyze the reliability of the scale Reliability Statistics Cronbach's N of Items Alpha 901 Scale Mean if Item Deleted NV1 NV2 NV3 NV4 NV5 NV6 NV7 17.6364 18.1775 17.8788 18.0866 17.8831 17.8745 17.6320 Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 35.632 618 34.547 736 34.655 709 34.697 687 33.782 753 35.336 705 34.268 755 Cronbach's Alpha if Item Deleted 897 883 886 889 881 887 881 Reliability Statistics Cronbach's N of Items Alpha 836 Scale Mean if Item Deleted TI1 TI2 TI3 TI4 TI5 TI6 TI7 TI8 21.6926 21.8052 21.8874 21.8225 21.6407 22.7922 22.6017 22.9394 Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 35.909 644 34.636 688 33.231 731 33.955 705 35.831 638 37.000 395 37.336 389 38.005 405 Cronbach's Alpha if Item Deleted 808 801 793 798 808 841 841 836 Reliability Statistics Cronbach's N of Items Alpha 764 Scale Mean if Item Deleted TC1 TC2 TC3 TC4 10.9221 10.7056 11.2944 11.1039 Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 6.655 602 7.974 530 6.635 573 6.433 570 Reliability Statistics Cronbach's N of Items Alpha 899 Cronbach's Alpha if Item Deleted 687 731 704 707 Scale Mean if Item Deleted TT1 TT2 TT3 TT4 TT5 14.9177 14.6580 14.3550 14.6537 14.6797 Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 16.841 718 16.139 841 19.143 589 16.227 815 16.958 788 Cronbach's Alpha if Item Deleted 884 855 908 861 868 Reliability Statistics Cronbach's N of Items Alpha 771 Scale Mean if Item Deleted DV1 DV2 DV3 6.5411 6.7316 6.4675 Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 4.562 650 4.406 694 5.476 484 Cronbach's Alpha if Item Deleted 641 590 818 Reliability Statistics Cronbach's N of Items Alpha 849 Scale Mean if Item Deleted HL1 HL2 HL3 7.2554 7.1039 6.9048 Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 4.226 713 4.407 698 4.773 751 Cronbach's Alpha if Item Deleted 795 808 765 Exploratory factor analysis Results of EFA of the independent variable KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity df Sig Compon ent Total Variance Explained Extraction Sums of Squared Loadings Cumulativ Total % of Cumulat e% Variance ive % 32.546 8.787 32.546 32.546 45.346 3.456 12.800 45.346 54.840 2.563 9.494 54.840 61.658 1.841 6.818 61.658 67.627 1.612 5.969 67.627 71.930 1.162 4.303 71.930 Initial Eigenvalues Total 8.787 3.456 2.563 1.841 1.612 1.162 % of Variance 32.546 12.800 9.494 6.818 5.969 4.303 857 4327.255 351 000 Rotation Sums of Squared Loadings Total % of Cumulative Variance % 4.922 18.229 18.229 4.110 15.221 33.450 3.401 12.595 46.045 2.452 9.080 55.125 2.393 8.864 63.989 2.144 7.941 71.930 861 3.187 75.118 745 2.759 77.877 725 2.684 80.561 10 602 2.230 82.792 11 519 1.921 84.713 12 481 1.780 86.493 13 442 1.639 88.132 14 390 1.443 89.575 15 345 1.276 90.851 16 333 1.235 92.086 17 304 1.127 93.213 18 274 1.013 94.226 19 248 920 95.146 20 233 863 96.009 21 214 792 96.801 22 197 729 97.530 23 167 619 98.149 24 159 590 98.739 25 123 454 99.193 26 111 412 99.605 27 107 395 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix Component a NV5 826 NV6 816 NV7 781 NV3 752 NV4 735 NV2 730 NV1 632 TT2 849 TT4 848 TT5 816 TT1 740 TT3 559 TI2 822 TI1 816 TI3 717 TI5 667 TI4 586 TC1 798 TC2 766 TC3 718 TC4 701 TI6 TI8 TI7 DV2 DV3 DV1 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 913 830 799 823 813 713 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity df Sig Component Total 2.315 382 304 728 300.288 000 Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings % of Variance Cumulative % Total % of Variance Cumulative % 77.159 77.159 2.315 77.159 77.159 12.723 89.882 10.118 100.000 Extraction Method: Principal Component Analysis a Component Matrix Component HL3 895 HL1 875 HL2 865 Extraction Method: Principal Component Analysis a components extracted Correlation coefficient matrix HL Pearson Correlation HL NV TI Sig (2-tailed) N Pearson Correlation Sig (2-tailed) N Pearson Correlation Sig (2-tailed) N Pearson Correlation Sig (2-tailed) N Pearson Correlation Sig (2-tailed) N Pearson Correlation Sig (2-tailed) N Pearson Correlation Correlations NV TI ** ** 654 694 SPDV ** 205 TC ** 275 TT ** 653 DV 070 000 000 002 000 000 291 231 231 ** 573 000 231 231 071 280 231 * 155 019 231 231 044 510 231 ** 269 000 231 ** 314 000 231 231 ** 448 000 231 ** 653 000 231 116 080 231 ** 195 003 231 231 ** 173 008 231 063 343 231 ** -.279 000 231 -.038 567 231 ** 245 000 231 231 ** 654 000 231 ** 694 000 231 ** 205 002 231 ** 275 000 231 ** 653 000 231 070 231 ** 573 000 231 071 280 231 044 510 231 ** 448 000 231 ** 173 291 231 * 155 019 231 ** 269 000 231 ** 653 000 231 063 231 ** 314 000 231 116 080 231 ** -.279 008 343 000 567 000 N 231 231 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) 231 231 231 231 SPDV TC TT DV Sig (2-tailed) 231 ** 195 003 231 -.038 231 ** 245 231 Regression analysis a Variables Entered/Removed Model Variables Variables Method Entered Removed DV, TC, NV, Enter b SPDV, TT, TI a Dependent Variable: HL b All requested variables entered b Model Summary Model R R Square Adjusted R Std Error of the Square Estimate a 810 657 647 60519 a Predictors: (Constant), DV, TC, NV, SPDV, TT, TI b Dependent Variable: HL Durbin-Watson 1.866 a Model Regression Sum of Squares 156.817 Residual Total ANOVA df Mean Square 26.136 82.041 224 366 238.858 230 F 71.361 Sig b 000 a Dependent Variable: HL b Predictors: (Constant), DV, TC, NV, SPDV, TT, TI a Model Unstandardized Coefficients B Std Error (Constant) NV TI SPDV TC TT DV a Dependent Variable: HL -.001 253 399 225 143 339 319 -.070 051 057 038 052 054 042 Coefficients Standardized Coefficients Beta 381 233 149 325 319 -.071 t Sig Collinearity Statistics Tolerance -.002 998 7.749 3.940 2.126 2.680 5.897 -1.639 000 000 012 008 000 103 634 437 811 832 523 817 VIF 1.578 2.288 1.234 1.202 1.912 1.224 N NV1 NV2 NV3 NV4 NV5 NV6 NV7 TI1 TI2 TI3 TI4 TI5 TI6 TI7 TI8 TC1 TC2 TC3 TC4 TT1 TT2 TT3 TT4 TT5 DV1 DV2 DV3 HL1 HL2 HL3 Valid N (listwise) 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 231 Descriptive Statistics Minimum Maximum 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 Mean 3.2251 2.6840 2.9827 2.7749 2.9784 2.9870 3.2294 4.1190 4.0065 3.9242 3.9892 3.1710 3.0195 3.2100 2.8723 3.7532 3.9697 3.3810 3.5714 3.3983 3.6580 3.9610 3.6623 3.6364 3.3290 3.1385 3.4026 3.3766 3.5281 3.7273 Std Deviation 1.25507 1.20854 1.23347 1.25853 1.26644 1.16649 1.21376 1.10035 1.18274 1.27590 1.23310 1.11705 1.38887 1.35385 1.22294 1.12469 88659 1.16185 1.21328 1.27750 1.23356 1.09673 1.25050 1.17853 1.27347 1.27103 1.21862 1.23047 1.19704 1.05463 ... NONCREDIT SERVICES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT – SOGIAODICH1 BRANCH 31 2.1 An overview of the Vietnam Joint Stock commercial bank for Investment and Development. .. Commercial Bank for Investment and Development of Vietnam, Sogiaodich1 Branch for facilitating and assisting the author in the process of completing this thesis TABLE OF CONTENTS LIST OF TABLES... HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - ĐẶNG THỊ THUỲ TRANG QUALITY OF NONCREDIT SERVICES IN SOGIAODICH1 BRANCH, BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM JSC CHẤT LƯỢNG DỊCH VỤ PHI