KHÁCH HÀNG - KHÁCH HÀNG Chuyên ngành : 60.34.05 - Trang 1.1 Lý hình thành : 1.2 1.3 1.4 1.5 1.6 2.1 2.1.3 Nam 2.1.3 2.1.3 2.1.4.1 g internet (Internet banking) 2.1.4.2 10 2.1.4.3 11 2.1.4.4 Ngân hàng qu 2.1.4.5 11 12 2.2 13 2.2.1 13 2.2.2 Thu 13 2.2.3 14 2.2.4 14 2.2.5 15 2.2.6 16 2.3 19 2.3.1 19 2.3.2 21 : 3.1 23 23 24 3.3 nh 26 3.3.1 26 3.2.2 27 3.4 28 3.4.1 3.4.2.1 Các gi 3.4.2.2 3.4.3 28 29 29 30 30 3.4.3.1 s Alpha 30 3.4.3.2 31 3.4.3.3 33 3.4.3.4 -Test 34 36 4.1 sát 36 4.2 s Alpha 39 4.3 41 4.3.1 42 4.3.2 Phân tích nhân t 4.4 42 43 4.4.1 43 4.4.2 44 4.5 -Test 49 4.5.1 Ngân 49 4.5.2 49 4.5.3 50 4.5.4 50 4.5.5 51 4.6 51 4.6.1 51 4.6.2 53 54 4.6.3.1 54 4.6.3.2 So s 54 : 56 5.1 56 5.2 57 5.2 57 5.2.2 Nâng 58 5.2 58 5.2 59 5.2.5 Chính sách 60 5.3 61 5.4 62 WTO : World Trade Organization Ebanking : NHTT : SWIFT : VCB : Joint Stock Commercial Bank For Foreign Trade Of Viet Nam (Ngân ACB : Asia Commercial Joint Stock Bank Châu) NHTM : BIDV : Joint Stock Commercial Bank for Investment and Development of Vietnam IB VIP SEM : Structural Equation Modeling CÁC Trang a 17 b 18 c 19 4.1.a 36 b 37 a s 39 b s 40 43 44 44 45 Independent sample T-tesr 4.8 49 ANOVA ANOVA 10 49 50 ANOVA ANOVA th 50 51 Independent sample T-Test One-Way ANOVA 53 Trang Hình 2.1 13 13 14 16 22 23 46 Hình 4.2 47 Hình 4.3 -P Plot 47 Hình 48 Item Statistics Mean Std Deviation N RR1 3.45 855 171 RR2 3.44 1.188 171 RR3 3.37 920 171 RR4 3.42 944 171 RR5 3.46 972 171 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted RR1 13.68 11.029 547 838 RR2 13.70 8.601 697 804 RR3 13.77 10.651 562 835 RR4 13.72 9.744 718 795 RR5 13.67 9.410 758 783 2.4 C m nh n v u (TH) Reliability Statistics Cronbach's Alpha N of Items 842 Item Statistics Mean Std Deviation N TH1 3.02 759 171 TH2 3.13 854 171 TH3 3.12 862 171 TH4 3.06 862 171 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted TH1 9.32 4.502 773 762 TH2 9.21 4.661 591 836 TH3 9.22 4.468 646 813 TH4 9.28 4.297 708 785 2.5 C m nh n v chi phí (CP) Reliability Statistics Cronbach's Alpha N of Items 836 Item Statistics Mean Std Deviation N CP1 2.60 1.020 171 CP2 2.67 1.022 171 CP3 2.68 1.099 171 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CP1 5.35 3.688 693 778 CP2 5.28 3.674 696 776 CP3 5.27 3.377 708 765 nh s d ng Ebanking (YDINH) Reliability Statistics Cronbach's Alpha N of Items 881 Item Statistics Mean Std Deviation N YD1 3.46 922 171 YD2 3.16 944 171 YD3 3.23 826 171 YD4 3.30 882 171 Item-Total Statistics Scale Mean Corrected Scale Variance if Item Item-Total if Item Deleted Deleted Correlation Cronbach's Alpha if Item Deleted YD1 9.70 5.531 705 862 YD2 9.99 5.253 762 840 YD3 9.93 5.983 686 869 YD4 9.85 5.314 824 816 Phân tích EFA 3.1 Bi c l p: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .806 Approx Chi-Square Bartlett's Test of Sphericity 1827.466 Df 231 Sig .000 Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Component Total % of Variance Cumulative % Total % of Variance Cumulative % 5.394 24.519 24.519 5.394 24.519 24.519 3.233 14.696 39.215 3.233 14.696 39.215 2.498 11.355 50.571 2.498 11.355 50.571 1.914 8.701 59.272 1.914 8.701 59.272 1.778 8.081 67.352 1.778 8.081 67.352 891 4.050 71.402 711 3.234 74.636 632 2.873 77.509 557 2.532 80.041 10 526 2.393 82.434 11 495 2.249 84.683 12 449 2.042 86.725 13 398 1.809 88.534 14 379 1.723 90.257 15 374 1.702 91.959 16 333 1.515 93.474 17 304 1.383 94.858 18 272 1.237 96.095 19 242 1.101 97.195 20 232 1.053 98.248 21 211 957 99.206 22 175 794 100.000 Total Variance Explained Rotation Sums of Squared Loadings Component Total % of Variance Cumulative % 3.682 16.737 16.737 3.171 14.412 31.150 2.885 13.115 44.265 2.802 12.735 57.000 2.277 10.352 67.352 10 11 12 13 14 15 16 17 18 19 20 21 22 Extraction Method: Principal Component Analysis Component Matrixa Component HD6 608 TH1 561 HD3 546 HD5 524 TH4 523 HD4 523 TH3 520 HD2 507 TH2 506 HD1 473 DSD1 461 RR3 -.461 RR2 -.451 574 RR5 -.446 561 RR4 -.461 550 DSD2 630 DSD3 559 RR1 DSD4 432 440 493 512 483 521 408 455 -.440 467 481 486 CP3 -.418 685 CP2 CP1 -.470 405 -.454 651 613 Extraction Method: Principal Component Analysis.a a components extracted Rotated Component Matrixa Component 837 833 792 742 691 691 855 815 805 699 694 876 832 811 765 863 838 768 738 HD5 HD4 HD6 HD3 HD1 HD2 RR5 RR4 RR2 RR1 RR3 DSD2 DSD3 DSD4 DSD1 TH1 TH4 TH3 TH2 CP3 869 CP2 848 CP1 817 Extraction Method: Principal Component Analysis a Rotation converged in iterations 3.2 Bi n ph thu c: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 825 Approx Chi-Square 367.893 Df Sig .000 Total Variance Explained Initial Eigenvalues Total % of Variance Cumulative % Extraction Sums of Squared Loadings Total 2.956 73.910 73.910 2.956 461 11.524 85.434 345 8.632 94.066 237 5.934 100.000 Component Total Variance Explained Component Extraction Sums of Squared Loadings % of Variance Cumulative % 73.910 73.910 Component Matrixa Component YDINH4 910 YDINH2 872 YDINH1 833 YDINH3 820 Extraction Method: Principal Component Analysis a.1 components extracted Rotated Component Matrixa a.Only one component was extracted The solution cannot be rotated Correlations HD Pearson Correlation HD DSD RR TH CP YD 292** -.135 194* -.104 497** 000 078 011 177 000 Sig (2-tailed) N 171 292** -.104 295** -.130 508** Sig (2-tailed) 000 174 000 089 000 171 171 171 171 171 171 -.135 -.104 -.233** 291** -.442** Sig (2-tailed) 078 174 002 000 000 171 171 171 171 171 171 Pearson Correlation 194* 295** -.233** -.253** 463** Sig (2-tailed) 011 000 002 001 000 N 171 171 171 171 171 171 Pearson Correlation -.104 -.130 291** -.253** -.391** Sig (2-tailed) 177 089 000 001 N 171 171 171 171 171 171 Pearson Correlation 497** 508** -.442** 463** -.391** Sig (2-tailed) 000 000 000 000 000 N YD 171 N CP 171 Pearson Correlation TH 171 N RR 171 Pearson Correlation DSD 171 171 171 171 171 171 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) .000 171 Phân tích h i quy Variables Entered/Removeda Mode l Variables Entered Variables Removed Method CP, HD, TH, RR, DSDb Enter a Dependent Variable: YD b All requested variables entered Model Summaryb Model R R Square Adjusted R Square Std Error of the Estimate 772a 596 584 496 a Predictors: (Constant), CP, HD, TH, RR, DSD b Dependent Variable: YD ANOVAa Model Df Mean Square F Sig Regression 59.760 11.952 48.650 000b Residual 40.536 165 246 Total Sum of Squares 100.296 170 a Dependent Variable: YD b Predictors: (Constant), CP, HD, TH, RR, DSD Coefficientsa Model (Constant) HD DSD RR TH CP Standar dized Unstandardized Coefficie Coefficients nts B Std Error Beta t 1.957 353 5.544 360 060 313 5.978 223 039 304 5.680 -.264 052 -.265 -5.038 227 060 203 3.753 -.161 045 -.191 -3.609 a Dependent Variable: YD Sig .000 000 000 000 000 000 Collinearity Statistics Tolerance VIF 895 854 882 837 876 1.118 1.171 1.133 1.194 1.141 Ki nh T-test Ki nh Anova Gi i tính: Independent Samples Test Levene's Test for Equality of t-test for Equality of Means Variances 95% Confidence Interval of the F Sig T Difference Sig (2- Mean Std Error tailed) df Difference Difference Lower Equal variances assumed 544 462 Upper -1.393 169 165 -.163 117 -.395 068 -1.397 168.861 164 -.163 117 -.394 068 YD Equal variances not assumed tu i: Test of Homogeneity of Variances YD Levene Statistic df1 df2 Sig 2.111 166 082 ANOVA YD Sum of Squares df Mean Square F Sig Between Groups 3.227 807 1.379 243 Within Groups 97.069 166 585 Total 100.296 170 Ngh nghi p: Test of Homogeneity of Variances YD Levene Statistic df1 df2 Sig 1.580 167 196 ANOVA YD Sum of Squares df Mean Square F Sig Between Groups 882 294 494 687 Within Groups 99.414 167 595 Total 100.296 170 F 1.615 Sig .188 Thu nh p: Test of Homogeneity of Variances YD Levene Statistic df1 df2 Sig 1.259 167 290 ANOVA YD Between Groups Within Groups Sum of Squares 2.828 97.468 Th i gian s d ng internet: df Mean Square 943 167 584 Test of Homogeneity of Variances YD Levene Statistic df1 df2 Sig .895 166 468 ANOVA YD Sum of Squares df Mean Square F Sig Between Groups 1.033 258 432 785 Within Groups 99.263 166 598 Total 100.296 170 ... t c có ý a bàn T nh Long An nh s d ng d ch v Ngân - Ph m vi nghiên c u: Không gian: T i a bàn t nh Long An Th i gian kh o sát: t tháng 1.4 n 8/2014 u: hoàn thành m c tiêu nghiên c ra, nghiên. .. thông tin tài gi a khách hàng Ngân hàng nh m ph c v nhu c u s d ng d ch v ngân hàng c a khách hàng m t cách th c s nhanh chóng, an tồn thu n ti n Hi n nay, d ch v nt c Ngân hàng t i Vi t Nam qua... ph m vi nghiên c tài nghiên c u 4 lý thuy t c thuy tài nghiên c u cho thi t k nghiên c i thi u 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