1.3 Vai tro cfia vi(c ph:it trién dJch . ngfin hang
2.3.3.3 D:inh gi:i thang do bang phan tich nhan t6 kh:tin ph:i EFA
•I• Phfin tich nhan to kham ph:i cac bien doc lap:
Sau khi kiem d|nh thang do vc i h( so tin cay Cronbach Alpha, thang do muc do hai long con 18 bien quan siit. Phuong phap phan tich nhan to kham pha EFA sC rtit trich cfc bienway thiiWc c thén ehlnhWwphan tichHiiong quan va hoi qu Bang 2.8 cho két qua phén tich nhan to co h( so KMO kha cao 0.842 va muc y nghia bang 0 cho thay phan tich nhan to la thich hpp. Sau khi rut trich nhan to, muc dp hai long ctia khach hang con 4 thanh phan voi 18 bien quan sat nhu sau:
Thanh phan Su tin tuong (TT) gom: TT1, TT2, TT3, TT4
- Thanh phan Su phan hoi va Su davn bao dupe rut trich lai thanh mpt thanh phan gpi la thanh phan PH DB gom: PH1, PH2, PH3, PH4 va DB1, DB2, DB3, DB4
- Thanh phan Su cain thong (CT) gom: CTI, CT2, CT3 Thanh phan Su huu hinh (HH) gfim: HH1, HH2, HH3
y.
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Kaiser-Meyer-OIkin Measure of Sampling
Tong phuong sai rut trich la 64,956% (lén hon 50%) cho thay phuong sai rtit trich dat yéu cau. Nhu va(y, voi 4 thanh phan TT, PH DB, CT va HH se giai thich duoc 64,956% bien thién cua du 1i(u.
Bang 2.8: Két qua phan tich nhan to kham pha
KMO and Bartlett’s Test
Adequacy.
Bartlett’s Test of Sphericity Approx. Chi-Square
.842 918.028
df 153
Sig. .000
Rotated Component Matrix(a)
Component
1 2 3 4
TT1 .790
TT2 .674
TT3 .858
TT4 .615
PH1 .790
.588 PH2 .796
PH3 .731 PH4 .630 DB1 .712 DB2 .758 DB3 .799 DB4 .791 CT1
CT2 .774
CT3 .739
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Kaiser-Meyer-OIkin Measure of Sampling Adequacy.
.706 Bartlett's Test of Sphericity Approx. Chi-Square df
Sig.
95.104 .0003 Component Matrix(a)
HH1 .893
HH2 .874
HH3 .559
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a Rotation converged in 6 iterations.
•l• Phan tich nhan to kham pha bien phu thuoc:
Bang 2.9: Két qua phan tich nhan to khiim pha thang do mite do. hai long KMO and Bartlett's Test
Component 1 HU
HL2 HL3
.872 .834 .839
Extraction Method: Principal Component A a 1 components extracted.
Vcii KMO = 0.706 va Sig =0.000 cho thay phan tich nhén to la thich hop. Sau khi phfin tich nhan to Su hai long gom mot thanh phan voi ba bien quan sat la HU, HL2 va HL3.
2.3.3.4 Twon g quan va hoi quy boi:
Truoc khi xay d g hoi quy boi ta xét den he so tuong quan giua bien Sp hai long — HL (bien phu thupc) voi tung bien doc lap, Bang Correlations trong Bang 2.10 cho thfiy cite h( so nay deu lén hon 0.3 nén ta co the dna ciic bien dpc lap (Su tin tuéing, Su phan hoi va Su dam bao, Su cain thong, Su huu hinh) vao mo hinh dé giai thich su hai long. H( so tuong quan giua cac bién doc lap voi nhau deu ton hon 0.3,
nalysis.
orrains
L CT TT PH DB
Pearson Correlation
HL 1.000 .501 .370 .548 .411
HH CT TT PH_DB HL HH CT TT PH_DB
HL HH
.501 .370 .548 .411
1.000 .280
1.000 .525
.164 1.000
.340 .000
.000 .052
.399 .464 .340 1.000
.000
.000 .000.000 .525
.399
.000 .464
.000 Sig. (1-tailed) .002
000 .000 .000 .00
.002 000
.0 .052
.00 .
1010111 1101010010 N
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riéng h( so tuong quan giua bién Su huu hinh va Su cain thong la 0.280, Su cém thong va Su tin tuong la 0.164, nén can chti y trong phan phén tich hoi quy tuyen tinh boi de xem xét ve hi(n tupng da co( ng tuyen gifra cac bién doc la(p.
Bang Model Summary (b) cho thay h( so R' hi(u chinh = 0.401 nhfi hon R2 0.425 va gia trJ Sig = 0 cho thay do tuong thich ciia mo hinh la 42,5% hay co khoéng 42,5% phuong sai ctia su hai long dupe giai thich bet bon thanh phan Sp tin tuéng, Su phan hoi va Su davn biro, Su cain thong, Su huu hinh.
Ngoai ra cung can kiém dinh moi quan h( tuyen tinh gifra bien phq thuoc (Su hai long) voi cac bién dpc lap (su tin tuéng, su phan hoi, sq dam bao, su ciim thong va su hiiu hinh) dé xem xét bifin phu thuoc co lien he tuyen tinh voi toan bo tap hpp cac bien doc lap hay khfing. Ci béng Anova, chi so F — 17.590 dvicic tinh tu gia tri R' hi(u chinh ctia mo hinh day du vcii gia tr| sig rat nho (0,000) cho thay an toan khi bac bo gia
thiet H0: Or = 02 — fit = fi4 ngoai trit hang so). Do do, mo hinh hoi quy tuyén tinh boi dna ra la phu hpp voi du 1i(u va cé› the sts dung dupe.
Bang 2.10: Ma tran tuong quan giua cac bien quan siit va hoi quy bo( i.
40
CT 100 100 100 100 100
TT 100 100 100 100 100
PH DB 100 100 100 100 100
Model Summary(b)
Mod el R
R
S uare Adjusted R Square
Std. Error of the
Estimate C hange Statistics
Durbin- Watson R
Square
Change F
Change df1 df2 Sig. F
Change R Square
Change F
Change df1 df2 Sig. F Change
1 .652(a) .425 .401 .48944 .425 17.590 4 95 .000 1.740
a Predictors: (Constant), PH_DB, TT, CT, HH b Dependent Variable: HL
ANOVA(b)
Model
Sum of
Squares df Mean Square F Sig.
1 Regression 16.855 4 4.214 17.590 .000(a)
Residual 22.758 95 .240
Total ts.612 99
a Predictors: (Constant), PH_DB, TT, CT, HH b Dependent Variable: HL
Coefficients(a) JJnstandardiz—
ed Coefficients
Standardized
Coefficients t Sig. Correlations
Model
B Std.
Error Beta Zero-
order Partial Part Tolerance VIF 1 (Constant)
HH CT TT PH_DB
.os3 200 .239 .405 109
.445 .093 .106 .102 .094
.207 .200 .370 .109
.118 2.160 2.264 3.983 1.164
.906 .033 .026 .000 .247
.501 .370 .548 .411
.216 .226 .378 .119
.168 .176 .310 .091 a Dependent Variable: HL
H( so phong dat phuong sai VIF (Variance inflation factor ) rat nho (nho hon 10) cho thay c:ic bien doc lap khong co quan h( chat che voi nhau nén khfing co hien tupng cong da tuyen xay ra. Do do, moi quan h( giua cac bien doc lap khong :inh huéng dang ke den két qua giai thich ciia mo hinh hot quy.
Mo hinh hoi quy:
HL — f( HH, CT, TT, PH DB)
Theo b rig Coefficients(a), ta thay thanh phan PH DB (sig = 0.247) cé› muc y nghia sig lén hon 0.05 nén ta loai thanh phan nay khoi mo hinh. Nhu v(ay, chi con cac thanh phan Sp huu hinh — HH, Su cém thong — CT va St tin tu‹ing — TT co tac dong dén Su hai long voi phuong trinh nhu sau:
HL = 0.207HH + 0.200CT + 0.370TT
Trong dci, thénh phan Su tin tucing co t:ie dong den su hai long nhieu nhat (H( so Beta chuan hfia la 0.370), ke den la thanh phan Su huu hinh - HH (H( so Beta chuan hoa la 0.207) va sau ciing la thanh phan Su cain thong — CT (He so Beta chuan hé›a la 0.200). Dong th‹ii, h( so Beta chuan héia déu lém hon 0 cho thay cac bien do( c lap tac dcing thu(an chieu voi muc do hai long ciia khiich héng. Nhu vay, Vietinbank Dong Nat can chti y den cac yéu to su hfru hinh, su cain thong va su tin tu‹ing de lam nang cao su hai long cua khach hang.
2.3.3.5 than ché cua khao s:it:
Doi tupng khiio s:it la c:ie khach hang tai Vietinbank Dong Nai nén chua d:inh gia dupc toan b( h:ich hang cua ca he thong Vietinbank, trong khi cac san ham dich vu ngan hang die(n tir la cac san pham chung cua ca h( thong Vietinbank chu khfing phiii ciia riéng Vietinbank Dong Nai. Tuy nhién khao sat cung giiip Vietinbank Dong Nai hieu dvitc su hai long ctia khiich hang d i vcii d|ch vu ngén hang di(n tu ma minh dang cung cap cho kh:ich hang, tu do ngan hang se thu a(n lpi hon trong vi(c trién khai mpc tiéu ph:it trién d|ch vu ngan hang di(n tii trong thoi gian t‹ii ciia minh.
47
KET LU(AN CBUONG II
Trong chuong II 1ua(n vén da gioi thi(u khai quat ve thuc trang cung ung dich vu ngan hang di(n th cfia Vietinbank Dong Nai. Dong their Chuong II con khao sat su hai long ctia khiich hang, thong ké, danh giii, kiém dinh va phan tich hoi quy de tim ra nhung nhan to Huh huong dén su hai long ciia khach hang d i voi c:ie dich vu ngan hang di(n tfi cua Vietinbank Dong Nat. Tii do, chuong III ciia luan van se dna ra giai phap de phat trién d|ch vp ngan hang di(n tit tai Vietinbank Dong Nai.
CB ONG DI — GIAI PRO PHAT TRIEN D{CH VU NGAN DANG DIEN TO TQ NGO CNG CONG TRADING CBI NHANH DONG NAI
3.1 Thu a(n lpi, kho khan va muc tiéu dfii véi sjy ph:it trién d)ch vq ngan hang die)n tir cfia Ngfin hang Cling Thirong chi nh:inh Dong Nat giai doan hi(en nay.
3.1.1 Thu a(n lpi:
- M)ac dii da co phan hoa nhung von nha nuoc hi(n van cfin chiém da so nén Vietinbank van du:oc xem la mot trong nhung NHTM nha nucic lon nhat, co qua trinh hinh thanh va ph:it trién lau dai. Thuong hi(u va uy tin da gitip cho Vietinbank thiet 1a(p dupc moi quan h( lau dai va bén vung voi khach hang, gé›p phan ciing co niém tin cua khach hang dcii véi dich vp ngan hang di(n tu.
- Trong cac ngan hang hi(n co tai Dong Nat, Vietinbank la chi nhanh cua mot trong nhung ngan hang co tiém luc tai chinh manh nhat (von dieu ie tren 15 ngan ty dong) nén thu a(n lpi trong vi(c dau tu c:ie cfing nghe hien dai th may moc thiét b|
den phan niem thuc hi(n cac nghi(p vu nglin hang. Hi(n nay, Vieinbank da thuc hien not mang toan bo h( thong, sit dung h( thong du 1i(u tap trung Corebanking, cho phép khach hang mci tai khoan tai mot chi nhanh bat ky co thé giao dich ci tat ca cac chi nhiinh trong h( thong. Day la mot dieu kien thuan lpi de phat trien dich vu ngan hang di(n tii.
Hi(n nay tren di|a ban tinh Dong Nai chua co nhieu ngan hang ngoai von rat manh vé cac sén pham dich vu ngan héng di(n tii nén su canh tranh vé dich vu ngan hang di(n th hi(n chu yéu dien ra giua cac ngan hang trong nuoc nhu Vietcombank, ACB, Dong A,.
- Dong Nai dang trén da phat trien, thu hut nhieu nha dau tu trong va ngoai nuoc.
H( thong cac trung tain thuong mai, siéu th| tai Bien Hoa ngay cang nhieu tao dieu ki(n thuan lpi cho thuong mai di(n tti ph:it trién. Day la cc hoi cho cac ngan hang phat trién cac siin pham the voi he thong may ATM, in:iy chap nha(n the (POS).
43
- Vietinbank Dong Nai cé› dci.i ngu can bo tré, co trinh do, nhi(t tinh va nang no trong cling vi(c nen thua(n lpi trong qu:i trinh tiép can va trien khai cfing ngh( hien dai. Dieu nay rat quan trpng trong vi(c gicii thi(u va cung cap siin pham di(n tit toi khach hang.