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

3,296
646
125
61
- 
- 
- 

- 
- 


-Banking có thêm 

hàng.

Bảng 2.7. Số lượng hợp đồng e-Banking


2017
2018
2019
-Banking.
8.223.562
8.952.100
9.896.522
Tr
- 
1.480.241
1.611.378
1.781.374
- 
4.851.902
5.281.739
5.838.948
- 
Online
1.891.419
2.058.983
2.276.200

74.012.058
80.568.900
89.068.698

559,20
608,74
672,96
(Ngun s liệu Phòng KHTH năm 2017, 2018, 2019)
-

-


         

       
          . 
  -     
 do e-   
61 -  -  -   -  -    -Banking có thêm    hàng.  Bảng 2.7. Số lượng hợp đồng e-Banking   2017 2018 2019 -Banking. 8.223.562 8.952.100 9.896.522 Tr -  1.480.241 1.611.378 1.781.374 -  4.851.902 5.281.739 5.838.948 -  Online 1.891.419 2.058.983 2.276.200  74.012.058 80.568.900 89.068.698  559,20 608,74 672,96 (Nguồn số liệu Phòng KHTH năm 2017, 2018, 2019) -  -                                 .    -       do e-   
62
 

 
   -     
- 

-    
-Banking. D 
 
 .

    
ông qua e-Banking.



-      
   
          

- T      
    




-        



62         -      -   -     -Banking. D     .       ông qua e-Banking.    -                       - T                -           
63
 
         
         
     
       thanh toán BIDV, các khách

               

       


-  
          
  
   
    
    


      
       

        
       

 

          


63                                    thanh toán BIDV, các khách                             -                                                                                  
64


2.2.3. Phân tích các yếu tố ảnh hưởng đến phát triển dịch vụ ngân hàng điện tử
tại Ngân hàng TMCP Đầu tưPhát triển Việt Nam
2.2.3.1. Thiết kế nghiên cứu
a. Số liệu thu thập
- 

-    220 khách hàng 
 . 198 
Bảng 2.8. Tỷ lệ phiếu khảo sát
STT

Chi nhánh


1


60
20,00%
2


60
20,00%
3


80
26,67%
(Ngun: Tng hp t tác gi)
2.2.3.2. Phân tích kết quả khảo sát
a. Đặc điểm mẫu nghiên cứu

Bảng 2.9: Cơ cấu mẫu khảo sát phân theo đặc điểm
ĐVT: phiếu
Thông tin




Nam
98
49.5

100
50.5

18-
48
24.7
23-
51
25.8
36-
50
25.3

48
24.2

Khác
65
32.8

65
32.8

68
34.3
(Ngun: S liu tng hp phiếu câu hi)
64   2.2.3. Phân tích các yếu tố ảnh hưởng đến phát triển dịch vụ ngân hàng điện tử tại Ngân hàng TMCP Đầu tư và Phát triển Việt Nam 2.2.3.1. Thiết kế nghiên cứu a. Số liệu thu thập -    -    220 khách hàng   . 198  Bảng 2.8. Tỷ lệ phiếu khảo sát STT  Chi nhánh   1   60 20,00% 2   60 20,00% 3   80 26,67% (Nguồn: Tổng hợp từ tác giả) 2.2.3.2. Phân tích kết quả khảo sát a. Đặc điểm mẫu nghiên cứu  Bảng 2.9: Cơ cấu mẫu khảo sát phân theo đặc điểm ĐVT: phiếu Thông tin     Nam 98 49.5  100 50.5  18- 48 24.7 23- 51 25.8 36- 50 25.3  48 24.2  Khác 65 32.8  65 32.8  68 34.3 (Nguồn: Số liệu tổng hợp phiếu câu hỏi)
65
b. Kết quả kiểm định thang đo Cronbach’alpha:


    
        
     -       
      

Bảng 2.10: Kết quả kiểm định thang đo Cronbach’alpha


quan sát





5
0.853
0.779

4
0.886
0.803
Nhân viên
5
0.908
0.852

3
0.882
0.761

4
0.891
0.805

4
0.91
0.848

khách hàng
4
0.887
0.797
Tâm lý khách hàng
4
0.877
0.791

3
0.713
0.696
(Ngun: Kết qu phân tích SPSS)




c. Kết quả phân tích nhân tố khám phá EFA





65 b. Kết quả kiểm định thang đo Cronbach’alpha:                       -                Bảng 2.10: Kết quả kiểm định thang đo Cronbach’alpha   quan sát      5 0.853 0.779  4 0.886 0.803 Nhân viên 5 0.908 0.852  3 0.882 0.761  4 0.891 0.805  4 0.91 0.848  khách hàng 4 0.887 0.797 Tâm lý khách hàng 4 0.877 0.791  3 0.713 0.696 (Nguồn: Kết quả phân tích SPSS)      c. Kết quả phân tích nhân tố khám phá EFA      
66
    


Bảng 2.11: Hệ số KMO và Kiểm định Bartlett
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
(Ngun: Kết qu phân tích SPSS)
Bảng 2.12: Phần trăm phương sai toàn bộ
Component
Initial Eigenvalues
Extraction Sums of Squared
Loadings
Total
% of
Variance
Cumulative
%
Total
% of
Variance
Cumulative
%
1
4,477
13,567
13,567
4,477
13,567
13,567
2
3,816
11,565
25,132
3,816
11,565
25,132
3
3,293
9,980
35,112
3,293
9,980
35,112
4
3,007
9,113
44,225
3,007
9,113
44,225
5
2,889
8,754
52,979
2,889
8,754
52,979
6
2,612
7,916
60,894
2,612
7,916
60,894
7
2,403
7,281
68,175
2,403
7,281
68,175
8
2,190
6,636
74,811
2,190
6,636
74,811
(Ngun: Kết qu phân tích SPSS)
Bảng 2.13: Ma trận các nhân tố đã sử dụng phép quay
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
66        Bảng 2.11: Hệ số KMO và Kiểm định Bartlett 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 (Nguồn: Kết quả phân tích SPSS) Bảng 2.12: Phần trăm phương sai toàn bộ Component Initial Eigenvalues Extraction Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % 1 4,477 13,567 13,567 4,477 13,567 13,567 2 3,816 11,565 25,132 3,816 11,565 25,132 3 3,293 9,980 35,112 3,293 9,980 35,112 4 3,007 9,113 44,225 3,007 9,113 44,225 5 2,889 8,754 52,979 2,889 8,754 52,979 6 2,612 7,916 60,894 2,612 7,916 60,894 7 2,403 7,281 68,175 2,403 7,281 68,175 8 2,190 6,636 74,811 2,190 6,636 74,811 (Nguồn: Kết quả phân tích SPSS) Bảng 2.13: Ma trận các nhân tố đã sử dụng phép quay 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
67
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
(Ngun: Kết qu phân tích SPSS)
    -  
 
 

1.3; Q1.4; Q1.5




67 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 (Nguồn: Kết quả phân tích SPSS)     -        1.3; Q1.4; Q1.5    
68
X6 (He Thong Cong Nghe) g



d. Phân tích Mô hình hồi quy đa biến

Bảng 2.14: Hệ số tương quan pearson
Do
Tin
Cay
Do
Tiep
Can
Nhan
Vien
Thu
Tuc
San
Pham
Dich
Vu
He
Thong
Cong
Nghe
Marketing
& CSKH
Tam
Ly
Khach
Hang
Phat
Trien
Do Tin
Cay
Pearson
Correlation
1
0.029
0.030
-0.002
0.032
0.003
-0.123
0.019
.313
**
Sig. (2-tailed)
0.689
0.670
0.973
0.659
0.966
0.085
0.788
0.000
N
198
198
198
198
198
198
198
198
198
Do Tiep
Can
Pearson
Correlation
0.029
1
0.126
0.019
-0.075
-0.060
0.031
-0.028
.194
**
Sig. (2-tailed)
0.689
0.077
0.789
0.293
0.405
0.662
0.700
0.006
N
198
198
198
198
198
198
198
198
198
Nhan Vien
Pearson
Correlation
0.030
0.126
1
0.117
-0.107
0.070
0.050
-0.091
.289
**
Sig. (2-tailed)
0.670
0.077
0.101
0.132
0.325
0.482
0.201
0.000
N
198
198
198
198
198
198
198
198
198
Thu Tuc
Pearson
Correlation
-0.002
0.019
0.117
1
-0.058
-0.051
0.109
-0.063
.484
**
Sig. (2-tailed)
0.973
0.789
0.101
0.418
0.472
0.125
0.382
0.000
N
198
198
198
198
198
198
198
198
198
San Pham
Dich Vu
Pearson
Correlation
0.032
-0.075
-0.107
-0.058
1
0.070
-0.206
0.006
.158
*
Sig. (2-tailed)
0.659
0.293
0.132
0.418
0.329
0.004
0.932
0.027
N
198
198
198
198
198
198
198
198
198
He Thong
Cong Nghe
Pearson
Correlation
0.003
-0.060
0.070
-0.051
0.070
1
-0.093
0.043
.253
**
Sig. (2-tailed)
0.966
0.405
0.325
0.472
0.329
0.193
0.549
0.000
N
198
198
198
198
198
198
198
198
198
Marketing
& CSKH
Pearson
Correlation
-0.123
0.031
0.050
0.109
-0.206
-0.093
1
-0.067
0.118
Sig. (2-tailed)
0.085
0.662
0.482
0.125
0.004
0.193
0.350
0.097
N
198
198
198
198
198
198
198
198
198
Tam Ly
Khach
Hang
Pearson
Correlation
0.019
-0.028
-0.091
-0.063
0.006
0.043
-0.067
1
0.132
Sig. (2-tailed)
0.788
0.700
0.201
0.382
0.932
0.549
0.350
0.064
N
198
198
198
198
198
198
198
198
198
Phat Trien
Pearson
Correlation
.313
**
.194
**
.289
**
.484
**
.158
*
.253
**
0.118
0.132
1
Sig. (2-tailed)
0.000
0.006
0.000
0.000
0.027
0.000
0.097
0.064
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).
Ngun: Kết qu phân tích SPSS
68 X6 (He Thong Cong Nghe) g     d. Phân tích Mô hình hồi quy đa biến  Bảng 2.14: Hệ số tương quan pearson Do Tin Cay Do Tiep Can Nhan Vien Thu Tuc San Pham Dich Vu He Thong Cong Nghe Marketing & CSKH Tam Ly Khach Hang Phat Trien Do Tin Cay Pearson Correlation 1 0.029 0.030 -0.002 0.032 0.003 -0.123 0.019 .313 ** Sig. (2-tailed) 0.689 0.670 0.973 0.659 0.966 0.085 0.788 0.000 N 198 198 198 198 198 198 198 198 198 Do Tiep Can Pearson Correlation 0.029 1 0.126 0.019 -0.075 -0.060 0.031 -0.028 .194 ** Sig. (2-tailed) 0.689 0.077 0.789 0.293 0.405 0.662 0.700 0.006 N 198 198 198 198 198 198 198 198 198 Nhan Vien Pearson Correlation 0.030 0.126 1 0.117 -0.107 0.070 0.050 -0.091 .289 ** Sig. (2-tailed) 0.670 0.077 0.101 0.132 0.325 0.482 0.201 0.000 N 198 198 198 198 198 198 198 198 198 Thu Tuc Pearson Correlation -0.002 0.019 0.117 1 -0.058 -0.051 0.109 -0.063 .484 ** Sig. (2-tailed) 0.973 0.789 0.101 0.418 0.472 0.125 0.382 0.000 N 198 198 198 198 198 198 198 198 198 San Pham Dich Vu Pearson Correlation 0.032 -0.075 -0.107 -0.058 1 0.070 -0.206 0.006 .158 * Sig. (2-tailed) 0.659 0.293 0.132 0.418 0.329 0.004 0.932 0.027 N 198 198 198 198 198 198 198 198 198 He Thong Cong Nghe Pearson Correlation 0.003 -0.060 0.070 -0.051 0.070 1 -0.093 0.043 .253 ** Sig. (2-tailed) 0.966 0.405 0.325 0.472 0.329 0.193 0.549 0.000 N 198 198 198 198 198 198 198 198 198 Marketing & CSKH Pearson Correlation -0.123 0.031 0.050 0.109 -0.206 -0.093 1 -0.067 0.118 Sig. (2-tailed) 0.085 0.662 0.482 0.125 0.004 0.193 0.350 0.097 N 198 198 198 198 198 198 198 198 198 Tam Ly Khach Hang Pearson Correlation 0.019 -0.028 -0.091 -0.063 0.006 0.043 -0.067 1 0.132 Sig. (2-tailed) 0.788 0.700 0.201 0.382 0.932 0.549 0.350 0.064 N 198 198 198 198 198 198 198 198 198 Phat Trien Pearson Correlation .313 ** .194 ** .289 ** .484 ** .158 * .253 ** 0.118 0.132 1 Sig. (2-tailed) 0.000 0.006 0.000 0.000 0.027 0.000 0.097 0.064 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). Nguồn: Kết quả phân tích SPSS
69
         
   
 

 
:

    
     
 
Bảng 2.15: Hệ số về mức độ phù hợp mô hình
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
Ngun: Kết qu phân tích SPSS
Bảng 2.16: ANOVA
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
Ngun: Kết qu phân tích SPSS

2
          

-
  
 
69                     :               Bảng 2.15: Hệ số về mức độ phù hợp mô hình 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 Nguồn: Kết quả phân tích SPSS Bảng 2.16: ANOVA 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 Nguồn: Kết quả phân tích SPSS   2              -     
70
Bảng 2.17: Kết quả phân tích hồi quy tuyến tính bội
Coefficients
a
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
Collinearity
Statistics
B
Std.
Error
Beta
Tolerance
VIF
1
(Constant)
-.594
.330
-
1.801
.073
Do Tin Cay
.265
.045
.296
5.873
.000
.997
1.003
Do Tiep Can
.134
.038
.180
3.537
.001
.976
1.025
Nhan Vien
.148
.038
.203
3.940
.000
.954
1.049
Thu Tuc
.337
.036
.482
9.485
.000
.981
1.019
San Pham
Dich Vu
.142
.037
.193
3.795
.000
.976
1.024
He Thong
Cong Nghe
.182
.036
.260
5.114
.000
.982
1.019
a. Dependent Variable: Phat Trien
(Ngun: Kết qu phân tích SPSS trong Ph lc 5)
        phát
 
        
  
. 
     
 
5* Do Tin Cay + .134* Do Tiep Can + .148* Nhan Vien +
.337* Thu Tuc + .142* San Pham Dich Vu + .182* He Thong Cong Nghe.
        
heo là Nhân viên, Sn

70 Bảng 2.17: Kết quả phân tích hồi quy tuyến tính bội Coefficients a Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics B Std. Error Beta Tolerance VIF 1 (Constant) -.594 .330 - 1.801 .073 Do Tin Cay .265 .045 .296 5.873 .000 .997 1.003 Do Tiep Can .134 .038 .180 3.537 .001 .976 1.025 Nhan Vien .148 .038 .203 3.940 .000 .954 1.049 Thu Tuc .337 .036 .482 9.485 .000 .981 1.019 San Pham Dich Vu .142 .037 .193 3.795 .000 .976 1.024 He Thong Cong Nghe .182 .036 .260 5.114 .000 .982 1.019 a. Dependent Variable: Phat Trien (Nguồn: Kết quả phân tích SPSS trong Phụ lục 5)          phát               .          5* Do Tin Cay + .134* Do Tiep Can + .148* Nhan Vien + .337* Thu Tuc + .142* San Pham Dich Vu + .182* He Thong Cong Nghe.          heo là Nhân viên, Sn 