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
3,460
646
125
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
BCronbach'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 nhim
Q1.1
Bo mt tt thông tin khách hàng
Q1.2
Ngân hàng luôn giu nn
Q1.3
Ngân hàng luôn quan tâm và gii quyt mi thc mc ca khách hàng
Q1.4
Ngân hàng luôn thc hit vi khách hàng
Q1.5
Mi giao dch rng
Q2.1
V trí giao dch thun tin
Q2.2
Có nhiu kênh liên h gia ngân hàng và khách hàng
Q2.3
Thi gian làm vic ca ngân hàng là phù hp
Q2.4
lch thip, thân thin vi khách hàng
Q3.1
n, tr li thc mc ca khách hàng
Q3.2
X lý nghip v nhanh chóng
Q3.3
Phc v công bng vi tt c khách hàng
Q3.4
Có trang phc lch s và gn gàng
Q3.5
Giy t s dng trong giao dch thit k n
Q4.1
Th tc thc hin giao dch nhanh gn
Q4.2
Thi gian ch x lý khiu ni ngn
Q4.3
Các sn phm, dch v ng
Q5.1
Phí giao dch hp lý
Q5.2
Phù hp vi nhu cu ca khách hàng
Q5.3
Các dch v c thit k d s dng
Q5.4
H thng công ngh
Q6.1
Ngân hàng luôn cp nht nhng h thng công ngh và thit b mi
nht
Q6.2
ng truyn kt ni giao dch tt
Q6.3
H thng báo cáo, sao kê ca ngân hàng hong chính xác
Q6.4
Có nhin mãi hp dn
Q7.1
ng cáo rng khp
Q7.2
X lý thu ni và thc mc ca khách hàng
Q7.3
n nhu cu ca khách hàng
Q7.4
Có thói quen dùng tin mt
Q8.1
S dng các dch v mi phc tp
Q8.2
S gp phi ri ro trong lúc giao dch
Q8.3
u s dng các dch v ca NH
Q8.4
Anh/Ch hài lòng vi chng Dch v n t mà anh/ch
dng?
Q9.1
Anh/Ch s tip tc s dng Dch v n t ca ngân hàng
Q9.2
Anh/Ch s gii thii thân và bn bè v dch v ngân
hàng
Q9.3