Chí Minh Chuyên ngành : Tài Ngân hàng : 60340201 PGS.TS LÝ HOÀNG ÁNH 1 Ph CH 1.1 NG 1: C S 1.1.1 1.1.2 1.1.3 Banking) 1.2 18 1.2.1 TRA) 18 1.2.2 - TPB) 19 1.2.3 TAM) 19 1.2.4 Các n 21 1.3 NAM 22 1.3.1 22 1.3.2 25 NG I 25 CH 27 2.1 27 2.2 EXIMBANK: 30 2.2.1 30 2.2.2 37 37 2.2.3 Phân tích nguyên nhân 42 2.2.3.1 42 2.2.3.2 44 2.2.3.3 47 2.3 50 2.3.1 50 2.3.2 59 2.3.3 65 2.3.4 67 NG 68 CH NÂNG CAO EXIMBANK 69 3.1 69 3.2 3.2.1 69 69 3.2.2 Banking 70 3.2.3 73 3.2.4 Mobile Banking 74 3.2.5 75 3.2.6 khách hàng 78 3.2.7 79 3.2.8 80 3.2.9 81 3.2.10 84 3.2.11 84 3.2.12 86 3.3 87 3.3.1 87 3.3.2 88 3.3.3 89 NG 89 90 ACB : Ngân hàng TMCP Á Châu ATM : Automated Teller Machine BIDV CNTT CMND EIB/ Eximbank KHCN : Khách hàng cá nhân MB : Ngân h NHNN NHTM NHTMCP SMS : Short Message Service TAM : Technology Acceptance Model VCB VIB Vietinbank XNK - TRA - TPB - TAM Hình 2.1 1 - s Bat kip xu huong hien dai 6.8498 3.106 899 924 Scale Statistics Mean Variance 10.5824 Std Deviation 9.318 N of Items 3.05248 Scale: Nhan thuc tin nhiem Case Processing Summary N Cases % Valid 273 100.0 0 273 100.0 Excludeda Total a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's Alpha N of Items 987 Item Statistics Mean Std Deviation N Tin vao uy tin Eximbank 3.8059 98651 273 Cam thay an toan giao dich 3.7985 97377 273 Giam sai sot va gian lan 3.7875 96192 273 Tin tuong bao mat tot 3.8278 94889 273 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted Tin vao uy tin Eximbank 11.4139 8.045 966 983 Cam thay an toan giao dich 11.4212 8.017 990 976 Giam sai sot va gian lan 11.4322 8.217 957 985 Tin tuong bao mat tot 11.3919 8.313 952 986 Scale Statistics Mean 15.2198 Variance Std Deviation 14.422 N of Items 3.79764 Scale: Nhan thuc rui ro Case Processing Summary N % Cases Valid 273 100.0 0 273 100.0 Excludeda Total a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's Alpha N of Items 966 Item Statistics Mean Std Deviation N So lo thong tin nhay cam 2.8901 1.11260 273 So lo user va password 2.7509 1.03445 273 So nhap sai thong tin lam mat tien 2.8645 1.13109 273 So su co loi he thong 2.8755 1.15327 273 Item-Total Statistics Scale Mean if Scale Variance if Corrected ItemItem Deleted Item Deleted Total Correlation Cronbach's Alpha if Item Deleted So lo thong tin nhay cam 8.4908 10.354 874 967 So lo user va password 8.6300 10.771 885 964 So nhap sai thong tin lam mat tien 8.5165 9.809 954 944 So su co loi he thong 8.5055 9.677 953 944 Scale Statistics Mean Variance 11.3810 Std Deviation 17.847 N of Items 4.22457 Scale: Nhan thuc chi phi Case Processing Summary N Cases Valid % 273 Total 273 Excludeda 100.0 100.0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's Alpha 989 N of Items Item Statistics Mean Std Deviation N Chi phí giao dich thap hon 4.0549 1.07131 273 Tiet kiem chi phi di lai 4.0733 1.05115 273 Ton chi phi 3G/ GPRS 4.0330 1.03025 273 Uu dai chi phi tham gia 4.0403 1.02282 273 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Item Deleted if Item Deleted Total Correlation Cronbach's Alpha if Item Deleted Chi phí giao dich thap hon 12.1465 9.412 964 988 Tiet kiem chi phi di lai 12.1282 9.509 969 987 Ton chi phi 3G/ GPRS 12.1685 9.560 985 982 Uu dai chi phi tham gia 12.1612 9.672 971 986 Scale Statistics Mean 16.2015 Variance 16.897 Std Deviation 4.11057 N of Items PHÂN TÍCH NHÂN KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 886 Approx Chi-Square 1.189E4 df 300 Sig .000 Communalities Initial 1.000 Extraction 949 Su dung moi luc moi noi 1.000 954 Tiet kiem thoi gian 1.000 633 Su dung don gian 1.000 947 Huong dan su dung de hieu 1.000 964 Giao dien don gian 1.000 938 Phu hop voi thoi quen su dung dien thoai 1.000 878 Phu hop voi cong viec 1.000 901 Phu hop voi phong cach song 1.000 890 Quan ly tai chinh phu hop nhat 1.000 875 Nguoi xung quanh tac dong 1.000 883 Nguoi xung quanh su dung 1.000 933 Bat kip xu huong hien dai 1.000 921 Tin vao uy tin Eximbank 1.000 959 Cam thay an toan giao dich 1.000 986 Giam sai sot va gian lan 1.000 952 Tin tuong bao mat tot 1.000 947 So lo thong tin nhay cam 1.000 888 So lo user va password 1.000 880 So nhap sai thong tin lam mat tien 1.000 959 So su co loi he thong 1.000 959 Chi phí giao dich thap hon 1.000 962 Tiet kiem chi phi di lai 1.000 963 Ton chi phi 3G/ GPRS 1.000 982 Uu dai chi phi tham gia 1.000 967 Kiem soat tai khoan tot hon Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Comp onent % of Rotation Sums of Squared Loadings Cumulati % of Cumulat % of ve % Total Variance ive % Total Variance 47.029 11.757 47.029 47.029 3.710 14.839 Cumulativ Total 11.757 Variance 47.029 e% 14.839 3.665 14.659 61.688 3.665 14.659 61.688 3.694 14.777 29.616 2.329 9.317 71.006 2.329 9.317 71.006 3.666 14.665 44.281 1.907 7.629 78.635 1.907 7.629 78.635 3.637 14.546 58.827 1.244 4.977 83.612 1.244 4.977 83.612 3.045 12.180 71.008 1.158 4.634 88.246 1.158 4.634 88.246 2.954 11.814 82.822 1.010 4.041 92.287 1.010 4.041 92.287 2.366 9.465 92.287 502 2.008 94.295 348 1.393 95.688 10 195 780 96.467 11 168 671 97.138 12 117 467 97.606 13 097 388 97.994 14 094 376 98.370 15 075 298 98.668 16 068 271 98.939 17 055 221 99.161 18 051 203 99.364 19 042 167 99.531 20 032 129 99.660 21 028 110 99.770 22 026 104 99.874 23 014 054 99.928 24 012 048 99.976 25 006 024 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component Kiem soat tai khoan tot hon 595 Su dung moi luc moi noi 625 Tiet kiem thoi gian 558 Su dung don gian 642 Huong dan su dung de hieu 679 Giao dien don gian 703 Phu hop voi thoi quen su dung dien thoai 785 Phu hop voi cong viec 806 Phu hop voi phong cach song 797 Quan ly tai chinh phu hop nhat 798 Nguoi xung quanh tac dong 765 Nguoi xung quanh su dung 530 767 Bat kip xu huong hien dai 551 730 Tin vao uy tin Eximbank 850 Cam thay an toan giao dich 862 Giam sai sot va gian lan 864 Tin tuong bao mat tot 845 So lo thong tin nhay cam 896 So lo user va password 904 So nhap sai thong tin lam mat tien 951 So su co loi he thong 950 Chi phí giao dich thap hon 850 Tiet kiem chi phi di lai 853 Ton chi phi 3G/ GPRS 868 Uu dai chi phi tham gia 847 Extraction Method: Principal Component Analysis a components extracted Rotated Component Matrixa Component Kiem soat tai khoan tot hon 910 Su dung moi luc moi noi 896 Tiet kiem thoi gian 555 Su dung don gian 907 Huong dan su dung de hieu 899 Giao dien don gian 864 Phu hop voi thoi quen su dung dien thoai 810 Phu hop voi cong viec 811 Phu hop voi phong cach song 814 Quan ly tai chinh phu hop nhat 799 Nguoi xung quanh tac dong 907 Nguoi xung quanh su dung 922 Bat kip xu huong hien dai 911 Tin vao uy tin Eximbank 834 Cam thay an toan giao dich 846 Giam sai sot va gian lan 806 Tin tuong bao mat tot 826 So lo thong tin nhay cam 926 So lo user va password 934 So nhap sai thong tin lam mat tien 966 So su co loi he thong 966 Chi phí giao dich thap hon 824 Tiet kiem chi phi di lai 818 Ton chi phi 3G/ GPRS 821 Uu dai chi phi tham gia 831 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Component Transformation Matrix Compon ent 483 -.116 473 473 366 295 292 -.012 973 056 071 199 024 -.073 -.238 013 -.113 195 -.304 865 -.228 083 165 384 -.394 -.579 105 563 -.676 -.091 203 -.262 538 176 325 225 055 -.755 -.042 158 176 565 443 -.039 047 -.713 292 302 -.340 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Component Score Coefficient Matrix Component Kiem soat tai khoan tot hon -.117 013 -.135 030 003 -.009 547 Su dung moi luc moi noi -.092 015 -.111 025 -.022 -.015 523 Tiet kiem thoi gian 058 037 099 -.140 -.047 -.023 231 Su dung don gian -.075 -.014 -.044 -.113 441 011 000 Huong dan su dung de hieu -.073 -.013 -.035 -.101 427 022 -.024 Giao dien don gian -.029 -.015 -.062 -.082 395 000 -.014 -.066 023 370 -.026 -.060 -.043 -.091 Phu hop voi cong viec -.061 020 363 -.010 -.081 -.041 -.086 Phu hop voi phong cach song -.117 -.027 375 -.071 005 -.018 -.065 Quan ly tai chinh phu hop nhat -.105 -.026 361 -.073 003 -.017 -.057 Nguoi xung quanh tac dong -.025 008 -.043 -.084 007 386 -.007 Nguoi xung quanh su dung 012 001 -.054 -.090 005 391 -.032 Bat kip xu huong hien dai -.018 000 -.036 -.110 027 388 002 Tin vao uy tin Eximbank 380 015 -.077 -.084 -.049 001 -.053 Cam thay an toan giao dich 385 013 -.080 -.076 -.045 -.006 -.065 Giam sai sot va gian lan 346 009 -.058 -.048 -.062 -.023 -.046 Tin tuong bao mat tot 375 009 -.094 -.087 -.014 -.003 -.056 So lo thong tin nhay cam 000 258 019 -.064 -.001 071 063 -.003 263 000 032 -.033 -.012 064 So nhap sai thong tin lam mat tien 039 267 -.010 043 -.018 -.024 -.024 So su co loi he thong 046 267 -.017 041 -.017 -.024 -.022 Chi phí giao dich thap hon -.084 016 -.041 381 -.097 -.051 013 Tiet kiem chi phi di lai -.056 008 -.060 364 -.066 -.047 -.018 Ton chi phi 3G/ GPRS -.079 006 -.056 365 -.048 -.057 002 Uu dai chi phi tham gia -.089 004 -.050 381 -.058 -.063 -.005 Phu hop voi thoi quen su dung dien thoai So lo user va password Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Correlations Nhan Nhan thuc Quy Nhan thuc Nhan thuc tinh Nhan thuc su tuong chuan su tin thuc rui Nhan thuc Y dinh huu ich de su dung thich chu quan nhiem ro chi phi su dung Nhan thuc Pearson tinh huu Correlation ich Sig (2-tailed) N Nhan thuc Pearson de su dung Correlation 342** 552** 257** 546** -.156* 423** 631** 000 000 000 000 010 000 000 273 273 273 273 273 273 273 273 342** 507** 218** 542** 018 583** 606** Sig (2-tailed) 000 000 000 000 766 000 000 N 273 273 273 273 273 273 273 273 552** 507** 405** 668** -.101 640** 669** 000 000 000 000 096 000 000 273 273 273 273 273 273 273 273 257** 218** 405** 354** -.068 498** 527** Sig (2-tailed) 000 000 000 000 266 000 000 N 273 273 273 273 273 273 273 273 546** 542** 668** 354** -.164** 678** 758** 000 000 000 000 007 000 000 273 273 273 273 273 273 273 273 -.156* 018 -.101 -.068 -.164** -.115 -.354** Sig (2-tailed) 010 766 096 266 007 058 000 N 273 273 273 273 273 273 273 273 423** 583** 640** 498** 678** -.115 589** Sig (2-tailed) 000 000 000 000 000 058 N 273 273 273 273 273 273 273 273 631** 606** 669** 527** 758** -.354** 589** Sig (2-tailed) 000 000 000 000 000 000 000 N 273 273 273 273 273 273 273 Nhan thuc Pearson su tuong Correlation thich Sig (2-tailed) N Quy chuan Pearson chu quan Correlation Nhan thuc Pearson su tin Correlation nhiem Sig (2-tailed) N Nhan thuc Pearson rui ro Correlation Nhan thuc Pearson chi phi Correlation Y dinh su Pearson dung Correlation ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) .000 273 Model Variables Entered/Removedb Variables Variables Entered Removed Nhan thuc chi phi, Nhan thuc rui ro, Nhan thuc tinh huu ich, Quy chuan chu quan, Nhan thuc de su dung, Nhan thuc su tuong thich, Nhan thuc su tin nhiema Method Enter a All requested variables entered b Dependent Variable: Y dinh su dung Model R 909a Model Summary Adjusted R Std Error of R Square Square the Estimate 827 823 36247 a Predictors: (Constant), Nhan thuc chi phi, Nhan thuc rui ro, Nhan thuc tinh huu ich, Quy chuan chu quan, Nhan thuc de su dung, Nhan thuc su tuong thich, Nhan thuc su tin nhiem ANOVAb Sum of Squares Model Mean Square df Regression 166.662 Residual Total 23.809 34.818 265 Sig 181.211 000a 131 201.480 F 272 a Predictors: (Constant), Nhan thuc chi phi, Nhan thuc rui ro, Nhan thuc tinh huu ich, Quy chuan chu quan, Nhan thuc de su dung, Nhan thuc su tuong thich, Nhan thuc su tin nhiem b Dependent Variable: Y dinh su dung Model Coefficientsa Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error -.335 195 t Sig Beta Collinearity Statistics Tolerance VIF -1.716 087 Nhan thuc tinh huu ich 328 047 222 6.929 000 633 1.579 Nhan thuc de su dung 281 029 327 9.809 000 588 1.701 Nhan thuc su tuong thich 112 039 112 2.885 004 433 2.311 Quy chuan chu quan 257 025 303 10.126 000 726 1.377 Nhan thuc su tin nhiem 335 037 370 9.158 000 399 2.504 Nhan thuc rui ro -.208 021 -.256 -9.740 000 947 1.056 Nhan thuc chi phi -.166 035 -.198 -4.807 000 383 2.611 a Dependent Variable: Y dinh su dung Collinearity Diagnosticsa Variance Proportions Mod el Dim ensi on Eigenval Condition ue Index (Const ant) Nhan Nhan thuc tinh thuc de huu ich su dung Nhan Quy Nhan thuc su chuan thuc su tuong chu tin thich quan nhiem Nhan Nhan thuc rui thuc chi ro phi 7.698 1.000 00 00 00 00 00 00 00 00 144 7.304 00 00 00 00 01 01 64 01 058 11.496 00 00 14 00 69 02 00 00 036 14.523 09 08 24 01 08 00 11 08 026 17.361 05 01 53 02 06 28 17 09 017 21.399 03 00 08 00 16 43 01 76 014 23.087 06 01 00 91 00 20 00 05 007 34.170 77 a Dependent Variable: Y dinh su dung 90 00 05 01 06 06 01 Group Statistics Gioi tinh Y dinh su dung N Mean Nu Std Deviation Std Error Mean 174 3.5230 85141 06455 99 3.7374 86409 08684 Nam Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Y dinh su Equal variances assumed dung Equal variances not assumed Sig .642 t 95% Confidence Std Interval of the Mean Error Difference Sig (2- Differenc Differenc tailed) e e Lower Upper df 424 -1.989 271 048 -.21439 10776 -.42655 -.00223 -1.981 201.366 049 -.21439 10820 -.42774 -.00103 Group Statistics Do tuoi Y dinh su dung N Mean Std Deviation Std Error Mean Tu 20 den 29 tuoi 229 3.5939 86661 05727 Tu 30 den 39 tuoi 44 3.6364 83780 12630 Independent Samples Test Levene's Test for Equality of Variances F Y dinh su Equal dung variances assumed 425 Sig .515 t-test for Equality of Means t -.299 df Std Mean Error Sig (2- Differen Differen tailed) ce ce 95% Confidence Interval of the Difference Lower Upper 271 765 -.04248 14190 -.32185 23690 -.306 62.003 760 -.04248 13868 -.31969 23474 Equal variances not assumed Group Statistics Tinh trang hon nhan N Y dinh Doc than su dung Da ket hon Std Deviati on Mean Std Error Mean 155 3.5806 86693 06963 118 3.6271 85532 07874 Independent Samples Test Levene's Test for Equality of Variances F Y dinh Equal variances su dung assumed Sig t-test for Equality of Means t 201 654 Sig (2Mean Std Error tailed) Difference Difference df -.441 95% Confidence Interval of the Difference Lower Upper 659 -.04647 10531 -.25379 16085 -.442 253.686 Equal variances not assumed 271 659 -.04647 10511 -.25348 16053 Descriptives Y dinh su dung N Dai hoc Mean Std Deviatio n 95% Confidence Interval for Mean Std Error Lower Bound Upper Bound Minimum Maximum 217 3.5714 87439 05936 3.4544 3.6884 1.00 5.00 Tren dai hoc 40 3.7500 70711 11180 3.5239 3.9761 2.00 5.00 Trung cap, Cao dang 16 3.6250 1.02470 25617 3.0790 4.1710 2.00 5.00 273 3.6007 86066 05209 Test of Homogeneity of Variances 3.4982 3.7033 1.00 5.00 Total Y dinh su dung Levene Statistic df1 3.753 df2 Sig 270 025 Kruskal-Wallis Test Ranks Hoc van Dai hoc N Mean Rank Y dinh su dung 217 135.09 Tren dai hoc 40 149.00 Trung cap, Cao dang 16 132.88 Total Test Statisticsa,b Y dinh su dung 273 Chi-Square 1.241 df Asymp Sig .538 a Kruskal Wallis Test b Grouping Variable: Hoc van Test of Homogeneity of Variances Y dinh su dung Levene Statistic df1 df2 6.145 Sig 269 000 Kruskal-Wallis Test Ranks Nghe nghiep N Hoc sinh, sinh vien Mean Rank 10 179.00 180 127.31 CBCNV chuc 67 148.82 Kinh doanh 24 206.00 Nhan vien van phong Y dinh su dung Total 273 Test Statisticsa,b Y dinh su dung Chi-Square 32.274 Df Asymp Sig .000 a Kruskal Wallis Test b Grouping Variable: Nghe nghiep Descriptives Y dinh su dung Duoi trieu N Mean 15 Std Deviatio n Std Error 95% Confidence Interval for Mean Lower Bound Upper Bound Minimum Maximum 3.2667 1.03280 26667 2.6947 3.8386 2.00 5.00 Tu den 14 trieu 198 3.5051 84148 05980 3.3871 3.6230 1.00 5.00 Tu 15 den 24 trieu 48 4.0625 80968 11687 3.8274 4.2976 2.00 5.00 Tren 25 trieu 12 3.7500 45227 13056 3.4626 4.0374 3.00 4.00 273 3.6007 86066 05209 3.4982 3.7033 1.00 5.00 Total Test of Homogeneity of Variances Y dinh su dung Levene Statistic df1 df2 3.261 Sig 269 022 Kruskal-Wallis Test Ranks Muc thu nhap Duoi trieu N Mean Rank 67.65 Tu den 14 trieu Y dinh su dung 10 45 197.08 Tu 15 den 24 trieu 156.30 213 127.11 Tren 25 trieu Total 273 Test Statisticsa,b Y dinh su dung Chi-Square 42.427 Df Asymp Sig a Kruskal Wallis Test b Grouping Variable: Nghe nghiep 000 ... 1.1.3.6.1 R khách hàng 18 : khách hàng Mobile Banking N khách hàng Banking qua Mobile , không thông qua Do khó , :V Mobile n : Mobile Banking : Mobile Banking, khách hàng hàng 1.2 1.2.1 TRA)... moderm, 1.1.2.3 -banking) call bank 1.1.2.4 banking) ngân hàng thông qua Internet t 1.1.2.5 anking) qua 1.1.3 (Mobile Banking) 1.1.3.1 Mobile B nên có n ngân hàng khác 1.1.3.2 doanh ngân hàng/ -led... - - - - khách hàng - ngân hàng - - n khách hàng nâng cao 1.1 1.1.1 N (e -banking) tài , Các kênh không dây, (ATM), ngân hàng Andrea Schaechter, 2002) c , 1.1.2 1.1.2.1 ATM) khách hàng thông qua