Chất lượng dịch vụ tín dụng tại ngân hàng thương mại cổ phần công thương việt nam vietinbank

TRƯỜNG ĐẠI HỌC NÔNG LÂM THÁI NGUYÊN Chất lượng dịch vụ tín dụng ngân hàng thương mại cổ phần cơng thương Việt Nam (VietinBank) Đồng Trung Chính Chun ngành: Quản trị kinh doanh Người hướng dẫn khoa học: TS Conrdo L Abraham 2013 Dong Trung Chinh Erich DEED OF DECLARATION I, Chinh DONG TRUNG, hereby submit my thesis for oral examination, entitled “Credit services quality of Vietnam Joint stock commercial bank for industry and trade - VietinBank”, truthfully declare that the said paper is a product of my original research investigation The data presented in the paper have clear origin PhD candidate Chinh DONG TRUNG - ERICH Thai Nguyen University i Southern Luzon State University Dong Trung Chinh Erich ACKNOWLEDGMENT This research was a process of learning that asked for the involvement of individuals, companies and institutions During my research period, I received unconditional co-operation from many individuals/organizations, and their support was a key factor in successfully completing the thesis I greatly appreciate the contribution of everyone involved and I apologize to those I not mention by name First of all, I am especially grateful to my supervisors, Profssor, DR Conrdo L Abraham, who provided me with valuable guidance and comments throughout the research period I also thank my supervisor for giving me the opportunity to work in the area of my interest I would also like to thank the members of the reading for reading the manuscript and for providing me with constructive comments I would also like to thank: Professor, Dr Do Anh Tai, Dr Pham Hong Manh has dedicated help me during this research, read the manuscript and provided me with constructive comments I extend especial thanks to the board of Rectors of Hanoi University of Industry for permiting me to follow the doctoral course and creat favorable conditions for me to accomplish this dotor course I would also like to express my gratitude to Thai Nguyen University, Southern Luzon State University and their professors for organization, support and help during the dotoral course The Manager and Staff of accounting companies as customer VietinBank my interview, the patience and their cooperation in answering these questions and other data are given; I wish to express my sincere thanks to my families and friends, who were dedicated to helping me to complete this study, and all those who have contributed to make this study a success Hanoi, 9th Augus 2013 Dong Trung Chinh – Erich Thai Nguyen University ii Southern Luzon State University Dong Trung Chinh Erich TABLE OF CONTENTS Content Page DEED OF DECLARATION : i ACKNOWLEDGMENT ii TABLE OF CONTENTS iii LIST OF TABLES v LIST OF FIGURES vi LIST OF CHARTS vii Rating Sheet ix PUBLICATIONS RELATED TO THE THESIS x CHAPTER I: INTRODUCTION 1.1 Background of the Study 1.2 Statement of the Purpose 1.3 Significance of the Study 1.4 Scope and Limitations 1.5 The structure of the thesis Chapter 2: REVIEW OF RELATED LITERATUES AND STUDIES 2.1 Review of related literature and studies 2 Conceptual Framework 16 2.3 Hypothesis 26 2.4 Definition of Terms and Variable 28 CHAPTER 3: METHODOLOGY 29 3.1 Research Design 29 3.2 Research Locals 30 3.3 Samples and Sampling Techniques Used 31 3.4 The analytical tools and data processing (Instrumentation) 33 3.5 Procedure 33 3.6 Statistical analysis of the data CHAPTER 4: RESULTS AND DISCUSSION 36 4.1 Research Results 36 4.2 Discussion research 52 CHAPTER 5: SUMMARY, CONCLUSIONS AND RECOMMENDATIONS 66 Thai Nguyen University iii Southern Luzon State University Dong Trung Chinh Erich 5.1 Summary 66 5.2 Conclusion 68 5.3 Recommendatio 69 BIBLIOGRAPHY 74 APPENDICES 80 APPENDICES 85 APPENDICES 92 APPENDICES 97 CURRICULUM VITAE 104 104 Thai Nguyen University iv Southern Luzon State University Dong Trung Chinh Erich LIST OF TABLES Content Page Table 3.1: Distribution of the sample in the study area 30 Table 4.1: Business objects to the transaction at VietinBank 39 Table 4.2: Table of Customer interest rate 41 Table 4.3: Status of the duly repaid for the credit loans 42 Table 4.4: The ease of approaching business credit in bank loans VietinBank 43 Table 4.5: The difficulty of accessing credit business loans at banks VietinBank 43 Table 4.6: Reliability Analysis – Scale: “Tangible” 44 Table 4.7: Reliability analysis – Scale: “Reliability” 44 Table 4.8: Reliability analysis – Scale: “Responsiveness” 45 Table 4.9: Reliability analysis – Scale: “Empathy” 45 Table 4.10: Reliability analysis – Scale: “Assurance” 46 Table 4.11: Reliability analysis - Scale: “Profile” 46 Table 4.12: Reliability analysis – Scale: “Satisfaction” 47 Table 4.13: Factor Analysis (EFA) 47 Table 4.14: “Results extracted factor "satisfaction" 48 Table 4.15: Correlations Analysis 49 Table 4.16: Results regression analysis 50 Table 4.17: Results summary components factor analysis after discovery 53 Table 4:18: Statistical average component "Tangible" 56 Table 4:19: Statistical average composition "Credibility" 57 Table 4:20: Statistical average composition "Empathy" 58 Table 4:21: Statistical average composition "Response" 58 Table 4:22: Statistical average component "Assurance” 59 Table 4.23: Statistics of the average "profile" 60 Table 4.24: Nonparametric Correlations 61 Table 4.25: Results of ANOVA analysis between qualities of service by gender 63 Table 4:26: Anova analysis results between qualities of service by gender 63 Table 4:27: Anova analysis results between quality of service and level of 64 Table 4:28: Anova analysis results between service quality by types of enterprise 65 Thai Nguyen University v Southern Luzon State University Dong Trung Chinh Erich LIST OF FIGURES Content Page Figure 2.1: Model of customer satisfaction Teboul 17 Figure 2.2: Model technical and functional quality model 18 Figure 2.3: Model quality service 'based distance (GAP model) 19 Figure 2.4: model of causal relationships between perceived qualities with 21 Figure 2.5: Model of cause and effect between the perceived qualities of 22 Figure 2.6: Model customer satisfaction index of the United States 23 Figure 2.7: The research model with hypotheses based on five dimensions by 27 Parasuraman et al (1988) Figure 3.1: The process of conducting research Thai Nguyen University vi Southern Luzon State University 30 Dong Trung Chinh Erich LIST OF GRAPH Content Page Graph 4.1: Gender of clients in the study sample 36 Graph 4.2: Age group of Customer in transactions in VietinBank 37 Graph 4.3: The level of education of the Customer transaction VietinBank 38 Graph 4.4: The position of the Customer in the transaction of business with 38 Graph 4.5: The object to business transactions VietinBank 39 Graph 4.6: Characteristics of customer transactions at banks VietinBank 40 Graph 4.7: Structure of credit loan companies in the survey sample 40 Graph 4.8: Loan Purpose of businesses 41 Graph 4.9: Evaluate approaching credit services 42 Graph 4.10: The relationship between standardized residuals and standardized 61 Graph 4.11: Distribution of the estimated residuals from the regression model 62 Thai Nguyen University vii Southern Luzon State University Dong Trung Chinh Erich PUBLICATIONS RELATED TO THE THESIS Dong Trung Chinh (2012) Solutions to reduce the credit risk of commercial banks Research Journal of Finance and Accounting No 05 (106) 2012 ISSN 1859 4093 http://www.hvtc.edu.vn Pham Hong Manh, Dong Trung Chinh (2013) Restructuring of the state owner corporations: Some recommendations Economy and Forrecast Review No 06, 3/2013 (542) ISSN 0866.7120 http://kinhtevadubao.com.vn Pham Hong Manh, Dong Trung Chinh (2013) What effects the household businesses’ intention to ask for loans Economy and Forrecast Review No 08, 4/2013 (544) ISSN 0866.7120 http://kinhtevadubao.com.vn Dong Trung Chinh (2013) About the credit servicing quality at Vietinbank Economy and Forrecast Review No 09, 5/2013 (545) ISSN 0866.7120 http://kinhtevadubao.com.vn Thai Nguyen University viii Southern Luzon State University Dong Trung Chinh Erich CHAPTER I INTRODUCTION 1.1 Background of the Study The commercial banks are increasingly shows and demonstrated its important role in the economy of each country, in which Vietnam is not an exception During the past time, Vietnam's economy has been rapidly the integration with the world economy has created many opportunities but also many challenges to every field, all economic sectors, which has banks commercial Credit activity is one of the main functions of the commercial banks, and this activity is to create the largest source of income for banks in Vietnam The prosperity of the commercial banks will depend on the quality of services, especially credit services Put in the context of the increasingly fierce competition today, improving credit quality to satisfy increasingly higher demands from customers are becoming major concerns of the commercial banks today The emergence of the joint-stock commercial banks, innovation and strong advance of the big state-owned banks has brought better quality services, helping businesses and individual’s conditional selection banking transactions and access to banking services more easily This has making competition between banks already fierce and now is fiercer Do not stop at the same attract talent, enough banks are always looking for ways to entice customers to their dealings with banks, even banks are subject to the preferential policies on interest rates, insurance for customers "VIP" my clients have sales if large transactions, the demand for more credit, With the fierce competition takes place thus improving the quality of services is matter of survival for the competitiveness of the Bank The fact that banking is highly the synchronism, so the problem is that banks make a difference in service, high usability, the banks will have strong competitive advantages VietinBank bank is one of the most large scale operations in Vietnam, with a wide branch network, have meet the demands investment from all economic sectors Activity VietinBank credit is the main source of income, have created a large volume of asset for the bank The total revenue, interest income and other expenses directly related to credit Thai Nguyen University Southern Luzon State University Dong Trung Chinh PROFILE4 PROFILE5 Erich 13.6576 13.7908 5.8007 8.3948 6220 -.0731 4994 8496 Reliability Coefficients N of Cases = Alpha = 368.0 N of Items = 6535 Credit Profile after the removed Item did not reached ****** Method (space saver) will be used for this analysis ****** _ R E L I A B I L I T Y PROFILE1 PROFILE2 PROFILE3 PROFILE4 Statistics for SCALE Mean 13.7908 A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases 3.2745 3.5163 3.4565 3.5435 8534 8764 8661 8940 368.0 368.0 368.0 368.0 N of Variables Variance 8.3948 Std Dev 2.8974 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected ItemTotal Correlation 10.5163 10.2745 10.3342 10.2473 5.0297 4.7446 5.1550 4.9060 Item-total Statistics PROFILE1 PROFILE2 PROFILE3 PROFILE4 Alpha if Item Deleted 6889 7548 6330 6792 8089 7799 8320 8131 Reliability Coefficients N of Cases = Alpha = 368.0 N of Items = 8496 Satisfaction ****** Method (space saver) will be used for this analysis ****** _ Thai Nguyen University 89 Southern Luzon State University Dong Trung Chinh Erich R E L I A B I L I T Y SATIS1 SATIS2 SATIS3 SATIS4 SATIS5 Statistics for SCALE Mean 11.1549 A N A L Y S I S - S C A L E (A L P H A) Mean Std Dev Cases 2.2609 2.6114 1.8614 2.2310 2.1902 1.2902 1.4117 1.0949 1.3465 1.1277 368.0 368.0 368.0 368.0 368.0 N of Variables Variance 30.1585 Std Dev 5.4917 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected ItemTotal Correlation 8.8940 8.5435 9.2935 8.9239 8.9647 18.7762 19.2624 20.9055 18.9642 20.5083 Item-total Statistics SATIS1 SATIS2 SATIS3 SATIS4 SATIS5 Alpha if Item Deleted 8691 7185 8045 8000 8203 8876 9216 9033 9025 8997 Reliability Coefficients N of Cases = Alpha = 368.0 N of Items = 9209 Thai Nguyen University 90 Southern Luzon State University Dong Trung Chinh Erich APPENDICES FACTOR ANALYSIS RESULTS DISCOVERY KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx ChiSquare df Sig .827 7763.101 465 000 Communalities EMPA1 EMPA2 EMPA3 EMPA4 EMPA5 RELIABI1 RELIABI2 RELIABI3 RELIABI4 RELIABI5 TANGIB1 TANGIB2 TANGIB3 TANGIB4 TANGIB5 TANGIB6 TANGIB7 ASSURA1 ASSURA2 ASSURA3 ASSURA4 ASSURA5 RESPON1 RESPON2 RESPON3 RESPON4 RESPON5 PROFILE1 PROFILE2 PROFILE3 PROFILE4 Initial 1.000 Extracti on 578 1.000 1.000 868 784 1.000 1.000 1.000 851 295 853 1.000 1.000 685 775 1.000 755 1.000 1.000 798 801 1.000 1.000 631 822 1.000 779 1.000 1.000 634 775 1.000 1.000 635 561 1.000 1.000 1.000 672 693 605 1.000 1.000 402 673 1.000 1.000 718 591 1.000 496 1.000 1.000 1.000 1.000 681 728 766 639 1.000 703 Extraction Method: Principal Component Analysis Thai Nguyen University 91 Southern Luzon State University Dong Trung Chinh Erich Total Variance Explained Compone nt 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Initial Eigenvalues % of Tota Varian Cumulati l ce ve % 5.98 19.314 19.314 5.00 16.151 35.465 3.47 11.208 46.673 2.86 9.226 55.899 2.29 7.408 63.308 1.62 5.229 68.537 960 3.098 71.634 849 2.738 74.372 753 706 584 2.427 2.278 1.884 76.800 79.078 80.962 555 524 1.789 1.692 82.751 84.442 490 474 1.581 1.529 86.023 87.552 438 1.412 88.964 397 360 348 306 1.282 1.163 1.123 985 90.246 91.409 92.532 93.517 301 972 94.489 294 256 948 825 95.438 96.262 217 196 698 634 96.961 97.594 186 165 114 602 531 367 98.196 98.727 99.094 109 098 353 316 99.446 99.763 074 237 100.000 Extraction Sums of Squared Loadings % of Vari Cumulati Total ance ve % 19.3 5.987 19.314 14 16.1 5.007 35.465 51 11.2 3.474 46.673 08 9.22 2.860 55.899 7.40 2.297 63.308 5.22 1.621 68.537 Rotation Sums of Squared Loadings % of Tota Varian Cumulati l ce ve % 5.02 16.216 16.216 4.20 13.547 29.763 3.20 10.338 40.101 3.10 10.020 50.121 2.90 9.374 59.496 2.80 9.041 68.537 Extraction Method: Principal Component Analysis Component Matrix(a) Component RELIABI5 RELIABI3 RELIABI1 RELIABI4 EMPA4 825 812 788 774 707 Thai Nguyen University 491 92 Southern Luzon State University Dong Trung Chinh EMPA1 RELIABI2 EMPA2 EMPA3 EMPA5 TANGIB3 Erich 707 702 679 562 670 485 504 858 850 TANGIB1 TANGIB6 TANGIB4 832 824 749 TANGIB5 TANGIB2 742 725 TANGIB7 RESPON1 714 RESPON2 RESPON5 RESPON3 RESPON4 ASSURA1 701 657 406 657 533 -.461 458 ASSURA5 -.442 PROFILE2 PROFILE4 810 804 762 PROFILE3 PROFILE1 729 ASSURA2 ASSURA3 ASSURA4 a -.480 561 -.536 -.465 552 497 components extracted Rotated Component Matrix(a) Component TANGIB3 TANGIB1 TANGIB4 TANGIB6 TANGIB5 TANGIB2 TANGIB7 RELIABI1 905 890 879 875 793 779 767 RELIABI4 RELIABI5 RELIABI3 RELIABI2 EMPA2 897 838 834 821 807 901 868 EMPA4 EMPA3 EMPA1 EMPA5 495 841 572 448 RESPON2 RESPON5 Thai Nguyen University 827 819 93 Southern Luzon State University Dong Trung Chinh Erich RESPON1 793 744 675 RESPON3 RESPON4 ASSURA3 826 812 ASSURA2 ASSURA4 763 731 ASSURA1 ASSURA5 PROFILE2 591 871 832 PROFILE1 PROFILE4 818 789 PROFILE3 a Rotation converged in iterations Component Transformation Matrix Component -.270 948 154 747 182 -.083 563 227 -.092 042 -.119 790 -.215 025 -.579 -.066 -.043 031 009 -.029 063 -.238 -.279 928 018 -.064 168 -.611 067 784 546 070 734 039 361 -.042 SATIS3 000 SATIS4 000 SATIS5 000 000 000 000 000 000 000 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx ChiSquare df 871 1446.346 10 000 Sig Correlation Matrix SATIS1 Sig (1tailed) SATIS1 SATIS2 SATIS3 SATIS4 SATIS5 SATIS2 000 000 000 000 000 000 000 000 000 000 000 Communalities SATIS1 SATIS2 SATIS3 SATIS4 SATIS5 Initial 1.000 Extracti on 853 1.000 664 1.000 1.000 770 768 1.000 796 Thai Nguyen University 94 Southern Luzon State University Dong Trung Chinh Erich Extraction Method: Principal Component Analysis Total Variance Explained Component Initial Eigenvalues % of Cumulative Total Variance % 3.850 76.999 76.999 458 321 217 9.156 6.426 4.344 86.155 92.581 96.925 154 3.075 100.000 Extraction Sums of Squared Loadings % of Cumulative Total Variance % 3.850 76.999 76.999 Extraction Method: Principal Component Analysis Component Matrix(a) Componen t SATIS1 SATIS5 SATIS3 SATIS4 SATIS2 923 892 878 876 815 a components extracted Thai Nguyen University 95 Southern Luzon State University Dong Trung Chinh Erich APPENDICES ANALYSIS RESULTS RELATION AND RECOVERY PROCESS Correlations TANGIB RELIAB I EMPA RESPON ASSURA PROFIL E SATIS Pearson Correlatio n Sig (2tailed) N Pearson Correlatio n Sig (2tailed) N Pearson Correlatio n Sig (2tailed) N Pearson Correlatio n Sig (2tailed) N Pearson Correlatio n Sig (2tailed) N Pearson Correlatio n Sig (2tailed) N Pearson Correlatio n Sig (2tailed) N TANGI B RELIABI EMPA ASSUR A PROFIL E 000 000 000 000 000 024 1.000 368 368 1.00 368 1.000 1.000 1.000 649 368 368 368 368 000 000 000 000 000 141(** ) 1.000 368 368 1.00 368 1.000 1.000 1.000 007 368 368 368 368 000 000 000 000 000 053 1.000 1.000 1.000 1.000 1.000 314 368 368 368 368 368 368 368 000 000 1.000 1.000 368 000 RESPON SATIS 000 000 590(** ) 1.000 1.000 000 368 1.00 368 368 368 368 368 000 000 000 000 000 054 1.000 1.000 1.000 1.000 304 368 368 1.00 368 368 368 368 368 000 000 000 000 000 120(*) 1.000 1.000 1.000 1.000 021 368 368 368 368 368 368 024 141(** ) 053 590(** ) 054 120(* ) 649 007 314 000 304 021 368 368 368 368 368 368 368 1.00 368 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) Regression Descriptive Statistics Mean SATIS 0000003 Std Deviation 99999999 Thai Nguyen University N 368 96 Southern Luzon State University Dong Trung Chinh TANGIB RELIABI EMPA RESPON ASSURA PROFILE Erich 0000002 0000002 0000001 99999994 368 99999994 368 99999979 368 0000000 99999991 368 0000002 0000003 99999984 1.00000003 368 368 Correlations SATIS 1.000 Pearson SATIS Correlation TANGIB RELIABI EMPA RESPON ASSURA PROFILE Sig (1tailed) SATIS TANGIB RELIABI EMPA RESPON ASSURA N PROFILE SATIS TANGIB RELIABI EMPA RESPON ASSURA PROFILE TANGIB RELIABI 024 141 EMPA RESPON ASSURA PROFILE 053 590 054 120 024 1.000 000 000 000 000 000 141 053 590 054 000 000 000 000 1.000 000 000 000 000 1.000 000 000 000 000 1.000 000 000 000 000 1.000 000 000 000 000 120 000 000 000 000 000 1.000 325 325 003 500 157 500 000 500 152 500 011 500 003 157 500 500 500 500 500 500 500 500 500 500 000 152 011 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 368 Variables Entered/Removed(b) Model Variables Entered Variables Removed PROFILE, RESPON, ASSURA, EMPA, RELIABI, TANGIB(a) Enter TANGIB Backward (criteri on: Probabil ity of F-toremove >= 100) Thai Nguyen University Method 97 Southern Luzon State University Dong Trung Chinh Erich EMPA ASSURA Backward (criteri on: Probabil ity of F-toremove >= 100) Backward (criteri on: Probabil ity of F-toremove >= 100) a All requested variables entered b Dependent Variable: SATIS Model Summary(e) Change Statistics R Squar e Chang e Std Error of F Mode the Chang df df l R Estimate e 623(a 7882962 38.26 36 389 379 389 ) 623(b 7875709 36 388 380 -.001 334 ) 621(c 7882661 36 385 379 -.003 1.641 ) 618(d 7890298 36 383 377 -.003 1.706 ) a Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI, TANGIB b Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI c Predictors: (Constant), PROFILE, RESPON, ASSURA, RELIABI d Predictors: (Constant), PROFILE, RESPON, RELIABI e Dependent Variable: SATIS R Squar e Adjuste d R Square Sig F Chang e Durbin Watson 000 564 201 192 1.932 ANOVA(e) Model Regression Residual Total Regression Residual Total Regression Residual Total Regression Residual Total Sum of Squares 142.671 df Mean Square 23.778 F 38.265 Sig .000(a) 28.493 620 45.936 000(b) 224.329 367.000 142.463 224.537 361 367 362 621 367.000 367 141.445 225.555 363 35.361 621 56.909 000(c) 367.000 140.385 367 46.795 75.165 000(d) 226.615 367.000 364 367 623 a Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI, TANGIB Thai Nguyen University 98 Southern Luzon State University Dong Trung Chinh b c d e Erich Predictors: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI Predictors: (Constant), PROFILE, RESPON, ASSURA, RELIABI Predictors: (Constant), PROFILE, RESPON, RELIABI Dependent Variable: SATIS Coefficients(a) Mode l (Constant ) TANGIB RELIABI EMPA RESPON ASSURA PROFILE (Constant ) RELIABI EMPA RESPON ASSURA PROFILE (Constant ) RELIABI RESPON ASSURA PROFILE (Constant ) RELIABI RESPON PROFILE Unstandardized Coefficients Std B Error 3.349E 041 -07 Standardize d Coefficient s Beta t Sig .000 1.00 Collinearity Statistics Toleranc e VIF 024 041 024 578 564 1.000 141 041 141 3.434 001 1.000 053 041 053 1.280 201 1.000 590 041 590 14.33 000 1.000 054 041 054 1.306 192 1.000 120 041 120 2.919 004 1.000 3.310E -07 041 000 1.00 141 041 141 3.438 001 1.000 053 041 053 1.281 201 1.000 000 1.000 590 041 590 14.35 054 041 054 1.307 192 1.000 120 041 120 2.922 004 1.000 3.267E -07 041 000 1.00 141 041 141 3.435 001 1.000 590 041 590 14.33 000 1.000 054 041 054 1.306 192 1.000 120 041 120 2.919 004 1.000 3.150E -07 041 000 1.00 141 041 141 3.431 001 1.000 590 041 590 14.32 000 1.000 120 041 120 2.917 004 1.000 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 a Dependent Variable: SATIS Thai Nguyen University 99 Southern Luzon State University Dong Trung Chinh Erich Collinearity Diagnostics(a) Variance Proportions TANG RELIA EMP RESP ASSU IB BI A ON RA 11 19 08 02 25 46 00 20 00 08 Eigenva lue 1.000 1.000 Conditi on Index 1.000 1.000 (Consta nt) 10 00 1.000 1.000 1.000 1.000 15 31 01 05 38 09 01 18 45 26 00 08 00 03 1.000 1.000 37 05 04 11 05 26 11 1.000 1.000 1.000 1.000 02 05 00 32 09 20 40 01 12 10 23 08 14 23 1.000 1.000 1.000 1.000 10 09 15 36 18 06 01 49 14 01 42 00 1.000 1.000 32 11 26 07 25 00 1.000 1.000 1.000 1.000 33 00 00 04 07 43 20 10 40 20 00 23 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 16 14 24 26 35 16 41 07 01 14 00 33 55 00 26 01 03 34 43 00 09 1.000 1.000 19 03 00 69 08 1.000 1.000 1.000 1.000 1.000 a Dependent Variable: SATIS 1.000 1.000 1.000 1.000 1.000 16 09 35 38 18 33 37 24 05 34 12 02 34 53 12 01 39 52 07 04 37 Mod el Dimens ion 3 PROFI LE 24 25 Excluded Variables(d) Collinearity Statistics Model TANGIB TANGIB EMPA TANGIB EMPA ASSURA a b c d Beta In 024(a) 024(b) 053(b) 024(c) 053(c) 054(c) t 578 577 1.281 577 1.280 1.306 Sig .564 564 201 564 201 192 Partial Correlation Tolerance 030 1.000 030 1.000 067 1.000 030 1.000 067 1.000 068 1.000 Minimum VIF Tolerance 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 Predictors in the Model: (Constant), PROFILE, RESPON, ASSURA, EMPA, RELIABI Predictors in the Model: (Constant), PROFILE, RESPON, ASSURA, RELIABI Predictors in the Model: (Constant), PROFILE, RESPON, RELIABI Dependent Variable: SATIS Casewise Diagnostics(a) Std Case Number Residual SATIS 68 3.592 2.38015 69 3.048 1.96644 73 3.042 1.96644 81 3.003 1.96375 a Dependent Variable: SATIS Thai Nguyen University 100 Southern Luzon State University Dong Trung Chinh Erich Residuals Statistics(a) Predicted Value Std Predicted Value Standard Error of Predicted Value Adjusted Predicted Value Residual Std Residual Stud Residual Deleted Residual Minimum 1.222854 -1.977 Std Deviation Maximum Mean 1.729272 0000003 61848282 368 2.796 000 1.000 368 0416056 1.236043 2.022133 -2.563 -2.601 2.082340 1623094 0793429 02174902 368 1.738780 0004350 61853497 368 2.834004 0000000 78579831 368 3.592 3.601 000 000 996 1.000 368 368 2.848841 0004347 79273877 368 -2.622 3.662 001 1.004 368 023 14.533 2.992 2.203 368 000 050 002 004 368 000 040 008 006 368 Stud Deleted Residual Mahal Distance Cook's Distance Centered Leverage Value a Dependent Variable: SATIS Thai Nguyen University 101 N Southern Luzon State University Dong Trung Chinh Thai Nguyen University Erich 102 Southern Luzon State University Dong Trung Chinh Erich CURRICULUM VITAE I INDIVIDUAL INFORMATION Surname and name: Dong Trung Chinh English name: Erich Date of birth: July 20th, 1976 Sex: Male Place of birth: Hung Yen Address: Room 207, Collective Housing Nghia Tan, Nghia Tan Ward, Cau Giay District, Ha Nội Cell phone: +84 94 313 9999 E-mail : dongtrungchinh@gmail.com Professional of qualification: Master of Economic Occupation: Teacher 10 Office: Department of Accounting Auditing the Ha Noi University of Industry (Haui) 11 Governing office: Ha Noi University of Industry II TRAINING BACKGROUND Time of training Name of university 1996 – 2001 2002 - 2004 2009 – present Faculty Type of training Degree/ Certificate Nha Trang University of Fisheries Formal Bachelor Hanoi University of Agriculture Studying in Southern Luzon State University and Thai Nguyen University Formal Master Formal Doctor Business Administration III WORKING BACKGROUND 2001 – 2011 Lecturer of The College of Fisheries 2011 – now Lecturer of the Ha Noi University of Industry Thai Nguyen University 103 Southern Luzon State University ... competitive advantages VietinBank bank is one of the most large scale operations in Vietnam, with a wide branch network, have meet the demands investment from all economic sectors Activity VietinBank credit... quality services at Viet Nam joint-stock commercial bank of industry and trade - VietinBank" The research results will be the basis of practical importance to leadership of VietinBank see where the... customer satisfaction with service quality of VietinBank - Red River Delta region - Vietnam, then to propose solutions to improve the quality of service credit VietinBank, while improving the competitiveness