Luận văn Thạc sĩ Kinh tế: Phát triển dịch vụ ngân hàng điện tử tại Ngân hàng TMCP Đầu tư và phát triển Việt Nam

              g   (1) (2) (3) (4) (5) 1. ánh giá  1.1   1.2  1.3   1.4   1.5   2.  2.1  2.2 V 2.3  khách hàng 2.4    3.1  hàng 3.2  hàng 3.3  3.4  3.5   4.1  n 4.2 

4.3   5.1  5.2  5.3  5.4   6.1  6.2   6.3  6.4    7.1  7.2  7.3        7.4   8.1  8.2  8.3  8.4 Ch NH 9.  9.1           9.2   ngân hàng ngày càng  9.3       ngày càng nâng cao

                    n         !

  A GioiTinh Frequency Percent Valid Percent Cumulative Percent Valid Nam 98 49.5 49.5 49.5 Nu 100 50.5 50.5 100.0 Total 198 100.0 100.0 NgheNghiep Frequency Percent Valid Percent Cumulative Percent Valid Nghe Khac 65 32.8 32.8 32.8 Tu Kinh Doanh 65 32.8 32.8 65.7 Dang di lam 68 34.3 34.3 100.0 Total 198 100.0 100.0 BCronbach's Alpha 1. Cronbach's Alpha -  Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.853 0.858 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q1.1 15.5202 9.093 0.856 0.735 0.779 Q1.2 15.6818 9.274 0.647 0.456 0.828 Q1.3 15.6414 9.368 0.606 0.438 0.840 Q1.4 15.7172 9.047 0.665 0.522 0.823 Q1.5 15.7222 10.009 0.588 0.388 0.842

2. Cronbach's Alpha -  Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.886 0.886 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q2.1 10.6465 6.849 0.876 0.768 0.803 Q2.2 10.6212 8.054 0.689 0.542 0.877 Q2.3 10.6667 7.827 0.727 0.557 0.863 Q2.4 10.6111 7.752 0.720 0.573 0.866 3. Cronbach's Alpha  Nhân viên Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.908 0.907 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q3.1 14.0606 12.331 0.925 0.858 0.852 Q3.2 14.0707 14.015 0.739 0.617 0.894 Q3.3 14.0354 14.735 0.700 0.599 0.902 Q3.4 14.1010 14.751 0.711 0.583 0.900 Q3.5 14.0354 13.760 0.774 0.641 0.887

4. Cronbach's Alpha   Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.880 0.880 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q4.1 6.7525 3.548 0.842 0.709 0.761 Q4.2 6.6717 4.140 0.724 0.558 0.868 Q4.3 6.6667 4.081 0.743 0.595 0.852 5. Cronbach's Alpha   Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.891 0.890 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q5.1 10.4899 6.881 0.894 0.799 0.805 Q5.2 10.4949 8.373 0.694 0.551 0.883 Q5.3 10.4747 8.139 0.728 0.582 0.871 Q5.4 10.4949 8.129 0.730 0.595 0.870

6. Cronbach's Alpha   Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.910 0.910 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q6.1 10.7828 7.673 0.890 0.793 0.848 Q6.2 10.7576 8.601 0.779 0.625 0.889 Q6.3 10.7828 9.014 0.749 0.592 0.900 Q6.4 10.8283 8.955 0.772 0.639 0.892 7. Cronbach's Alpha   Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.887 0.886 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q7.1 10.4141 6.904 0.892 0.797 0.797 Q7.2 10.3889 8.026 0.718 0.559 0.867 Q7.3 10.3838 8.268 0.719 0.594 0.867 Q7.4 10.4495 7.964 0.690 0.558 0.878

8. Cronbach's Alpha  Tâm lý khách hàng Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items 0.877 0.877 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if Item Deleted Q8.1 10.5455 6.625 0.860 0.741 0.791 Q8.2 10.6313 7.676 0.656 0.476 0.872 Q8.3 10.5354 7.306 0.697 0.551 0.857 Q8.4 10.6667 6.975 0.733 0.568 0.843 9. Cronbach's Alpha   Reliability Statistics Cronbach's Alpha Cronbach's Alpha Based on Standardize d Items N of Items 0.713 0.740 3 Summary Item Statistics Mean Minimu m Maximu m Rang e Maximu m / Minimu m Varianc e N of Item s Inter-Item Correlatio ns 0.487 0.355 0.574 0.219 1.618 0.011 3

Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlatio n Cronbach's Alpha if Item Deleted Q9.1 7.3636 2.334 .673 .523 Q9.2 7.5101 1.865 .507 .669 Q9.3 7.4495 2.015 .479 .696 phá EFA KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. 0.745 Bartlett's Test of Sphericity Approx. Chi- Square 4265.278 df 528 Sig. 0.000 Total Variance Explained Comp onent Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Varian ce Cumul ative % Total % of Varian ce Cumul ative % Total % of Varia nce Cumulativ e % 1 4.477 13.567 13.567 4.477 13.567 13.567 3.686 11.17 0 11.170 2 3.816 11.565 25.132 3.816 11.565 25.132 3.280 9.938 21.108 3 3.293 9.980 35.112 3.293 9.980 35.112 3.196 9.684 30.792 4 3.007 9.113 44.225 3.007 9.113 44.225 3.049 9.240 40.031 5 2.889 8.754 52.979 2.889 8.754 52.979 3.031 9.185 49.216 6 2.612 7.916 60.894 2.612 7.916 60.894 3.015 9.137 58.353 7 2.403 7.281 68.175 2.403 7.281 68.175 2.981 9.032 67.385 8 2.190 6.636 74.811 2.190 6.636 74.811 2.451 7.426 74.811 9 0.688 2.083 76.894 10 0.673 2.039 78.933 11 0.587 1.779 80.711 12 0.545 1.652 82.364 13 0.514 1.559 83.923 14 0.499 1.511 85.434

15 0.471 1.426 86.861 16 0.457 1.384 88.244 17 0.428 1.296 89.541 18 0.398 1.207 90.748 19 0.352 1.068 91.816 20 0.342 1.035 92.851 21 0.310 0.940 93.791 22 0.277 0.840 94.630 23 0.264 0.800 95.430 24 0.242 0.734 96.164 25 0.211 0.640 96.804 26 0.172 0.520 97.324 27 0.159 0.481 97.804 28 0.156 0.472 98.277 29 0.134 0.407 98.684 30 0.127 0.384 99.068 31 0.116 0.351 99.418 32 0.107 0.324 99.743 33 0.085 0.257 100.00 0 Extraction Method: Principal Component Analysis. Rotated Component Matrix a Component 1 2 3 4 5 6 7 8 Q3.1 0.955 Q3.5 0.857 Q3.2 0.828 Q3.3 0.812 Q3.4 0.790 Q1.1 0.922 Q1.4 0.795 Q1.2 0.782 Q1.3 0.752 Q1.5 0.727

Q6.1 0.943 Q6.4 0.868 Q6.2 0.865 Q6.3 0.856 Q5.1 0.938 Q5.3 0.849 Q5.4 0.831 Q5.2 0.818 Q2.1 0.933 Q2.3 0.845 Q2.4 0.844 Q2.2 0.812 Q7.1 0.938 Q7.3 0.836 Q7.4 0.826 Q7.2 0.813 Q8.1 0.933 Q8.4 0.844 Q8.3 0.834 Q8.2 0.794 Q4.1 0.927 Q4.3 0.885 Q4.2 0.864 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 6 iterations. Correlations Do Tin Cay Do Tiep Can Nha n Vien Thu Tuc San Pha m Dich Vu He Tho ng Con g Ngh e Marketi ng & CSKH Tam Ly Kha ch Han g Phat Trie n Do Tin Cay Pearson Correlat ion 1 0.02 9 0.03 0 - 0.00 2 0.03 2 0.00 3 -0.123 0.01 9 .313 ** Sig. (2- 0.68 0.67 0.97 0.65 0.96 0.085 0.78 0.00

tailed) 9 0 3 9 6 8 0 N 198 198 198 198 198 198 198 198 198 Do Tiep Can Pearson Correlat ion 0.02 9 1 0.12 6 0.01 9 - 0.07 5 - 0.06 0 0.031 - 0.02 8 .194 ** Sig. (2- tailed) 0.68 9 0.07 7 0.78 9 0.29 3 0.40 5 0.662 0.70 0 0.00 6 N 198 198 198 198 198 198 198 198 198 Nhan Vien Pearson Correlat ion 0.03 0 0.12 6 1 0.11 7 - 0.10 7 0.07 0 0.050 - 0.09 1 .289 ** Sig. (2- tailed) 0.67 0 0.07 7 0.10 1 0.13 2 0.32 5 0.482 0.20 1 0.00 0 N 198 198 198 198 198 198 198 198 198 Thu Tuc Pearson Correlat ion - 0.00 2 0.01 9 0.11 7 1 - 0.05 8 - 0.05 1 0.109 - 0.06 3 .484 ** Sig. (2- tailed) 0.97 3 0.78 9 0.10 1 0.41 8 0.47 2 0.125 0.38 2 0.00 0 N 198 198 198 198 198 198 198 198 198 San Pham Dich Vu Pearson Correlat ion 0.03 2 - 0.07 5 - 0.10 7 - 0.05 8 1 0.07 0 -.206 0.00 6 .158 * Sig. (2- tailed) 0.65 9 0.29 3 0.13 2 0.41 8 0.32 9 0.004 0.93 2 0.02 7 N 198 198 198 198 198 198 198 198 198 He Thong Cong Nghe Pearson Correlat ion 0.00 3 - 0.06 0 0.07 0 - 0.05 1 0.07 0 1 -0.093 0.04 3 .253 ** Sig. (2- tailed) 0.96 6 0.40 5 0.32 5 0.47 2 0.32 9 0.193 0.54 9 0.00 0 N 198 198 198 198 198 198 198 198 198 Marketi ng & CSKH Pearson Correlat ion - 0.12 3 0.03 1 0.05 0 0.10 9 - .206 - 0.09 3 1 - 0.06 7 0.11 8 Sig. (2- tailed) 0.08 5 0.66 2 0.48 2 0.12 5 0.00 4 0.19 3 0.35 0 0.09 7 N 198 198 198 198 198 198 198 198 198 Tam Ly Khach Pearson Correlat ion 0.01 9 - 0.02 8 - 0.09 1 - 0.06 3 0.00 6 0.04 3 -0.067 1 0.13 2

Hang Sig. (2- tailed) 0.78 8 0.70 0 0.20 1 0.38 2 0.93 2 0.54 9 0.350 0.06 4 N 198 198 198 198 198 198 198 198 198 Phat Trien Pearson Correlat ion .313 ** .194 ** .289 ** .484 ** .158 * .253 ** 0.118 0.13 2 1 Sig. (2- tailed) 0.00 0 0.00 6 0.00 0 0.00 0 0.02 7 0.00 0 0.097 0.06 4 N 198 198 198 198 198 198 198 198 198 **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed). D:  Variables Entered/Removed a Model Variables Entered Variables Removed Method 1 He Thong Cong Nghe, Do Tin Cay, Thu Tuc, Do Tiep Can, San Pham Dich Vu, Nhan Vien b Enter a. Dependent Variable: Phat Trien b. All requested variables entered. Model Summary Model R R Square Adjusted R Square Std. Error of the Estimate 1 .718 a 0.516 0.501 0.47549 a. Predictors: (Constant), He Thong Cong Nghe, Do Tin Cay, Thu Tuc, Do Tiep Can, San Pham Dich Vu, Nhan Vien

ANOVA a Model Sum of Squares df Mean Square F Sig. 1 Regression 46.020 6 7.670 33.925 .000 b Residual 43.183 191 0.226 Total 89.203 197 a. Dependent Variable: Phat Trien b. Predictors: (Constant), He Thong Cong Nghe, Do Tin Cay, Thu Tuc, Do Tiep Can, San Pham Dich Vu, Nhan Vien Coefficients a Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics B Std. Error Beta Tolerance VIF 1 (Constant) -0.594 0.330 -1.801 0.073 Do Tin Cay 0.265 0.045 0.296 5.873 0.000 0.997 1.003 Do Tiep Can 0.134 0.038 0.180 3.537 0.001 0.976 1.025 Nhan Vien 0.148 0.038 0.203 3.940 0.000 0.954 1.049 Thu Tuc 0.337 0.036 0.482 9.485 0.000 0.981 1.019 San Pham Dich Vu 0.142 0.037 0.193 3.795 0.000 0.976 1.024 He Thong Cong Nghe 0.182 0.036 0.260 5.114 0.000 0.982 1.019 a. Dependent Variable: Phat Trien

  BIDV là ngân hàng  c khách hàng tín nhim Q1.1 Bo mt tt thông tin khách hàng Q1.2 Ngân hàng luôn giu nn Q1.3 Ngân hàng luôn quan tâm và gii quyt mi thc mc ca khách hàng Q1.4 Ngân hàng luôn thc hit vi khách hàng Q1.5 Mi giao dch rng Q2.1 V trí giao dch thun tin Q2.2 Có nhiu kênh liên h gia ngân hàng và khách hàng Q2.3 Thi gian làm vic ca ngân hàng là phù hp Q2.4  lch thip, thân thin vi khách hàng Q3.1 n, tr li thc mc ca khách hàng Q3.2 X lý nghip v nhanh chóng Q3.3 Phc v công bng vi tt c khách hàng Q3.4 Có trang phc lch s và gn gàng Q3.5 Giy t s dng trong giao dch thit k n Q4.1 Th tc thc hin giao dch nhanh gn Q4.2 Thi gian ch x lý khiu ni ngn Q4.3 Các sn phm, dch v ng Q5.1 Phí giao dch hp lý Q5.2 Phù hp vi nhu cu ca khách hàng Q5.3 Các dch v c thit k d s dng Q5.4 H thng công ngh  Q6.1 Ngân hàng luôn cp nht nhng h thng công ngh và thit b mi nht Q6.2 ng truyn kt ni giao dch tt Q6.3 H thng báo cáo, sao kê ca ngân hàng hong chính xác Q6.4 Có nhin mãi hp dn Q7.1 ng cáo rng khp Q7.2 X lý thu ni và thc mc ca khách hàng Q7.3 n nhu cu ca khách hàng Q7.4 Có thói quen dùng tin mt Q8.1 S dng các dch v mi phc tp Q8.2 S gp phi ri ro trong lúc giao dch Q8.3 u s dng các dch v ca NH Q8.4 Anh/Ch hài lòng vi chng Dch v n t mà anh/ch  dng? Q9.1 Anh/Ch s tip tc s dng Dch v n t ca ngân hàng Q9.2 Anh/Ch s gii thii thân và bn bè v dch v ngân  hàng Q9.3