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

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
      
     
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 
              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
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








!
                    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
  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
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
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
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
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
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
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
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
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
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
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 giu nn
Q1.3
Ngân hàng luôn quan tâm và gii quyt mi thc mc ca khách hàng
Q1.4
Ngân hàng luôn thc hit vi khách hàng
Q1.5
Mi 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 thc 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 hong chính xác
Q6.4
Có nhin mãi hp dn
Q7.1
ng cáo rng khp
Q7.2
X lý thu 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 chng 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 thii thân và bn bè v dch v ngân
hàng
Q9.3
  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