Chun ngành: Tài - Ngân hàng L - rình h nghiên .1 .3 .5 U .10 10 11 11 1.2 1.2.3.2 S .12 13 1.2 13 14 16 16 .17 18 1.3.1 C 18 19 20 .20 21 CÁC NHÂN H AGRIBANK 22 .22 22 - 2012) 23 25 2.2 XÂY D NG MƠ HÌNH NGHIÊN C U .26 26 2.2.2 27 Agribank 27 .27 28 28 2.3 29 30 36 36 37 39 40 40 40 40 3.2.2 Phân tí 44 .49 49 53 H 63 63 65 .69 70 72 4.1 K T LU N RÚT RA T NGHIÊN C U 72 4.2 HÀM Ý CHÍNH SÁCH .73 .73 74 77 78 4.3 NH NG H N CH NG NGHIÊN C U TI P THEO .80 81 82 ABBank An Binh Commercial Joint Stock Bank ACB An Bình Asia Commercial Bank Á Châu Agribank Vietnam Bank for Agriculture and Rural Development Citibank Ngân hàng Citi Eximbank Vietnam Export Import Bank HDBank Ho Chi Minh City Development Joint Stock Commercial Bank HSBC The Hongkong and Shanghai Banking Corporation Sacombank Sai Gon Thuong Tin Commercial Joint Stock Bank Sacombank- Sacombank Securities SBS Company Sacomreal Sacombank- Sacombank Jewelries SBJ Company Vietinbank Vietnam Joint Stock Commercial Bank for Industry and Trade hàng Sài -2012 2.2: u Hình 2.1 Agribank Hình 2.2 Hình 2.3 gày sâu ng Item-Total Statistics Scale Scale Corrected Mean if Variance Item-Total Item if Item Correlation Deleted Deleted Cronbach's Alpha if Item Deleted 15.95 16.462 515 826 15.94 13.319 809 764 14.67 19.041 142 881 16.21 12.729 762 774 16.03 14.212 753 780 15.99 13.681 689 791 hàng Agribank ngân hàng có trang Reliability Statistics Cronbach's Alpha N of Items 881 Item-Total Statistics Scale Scale Mean if Variance Item if Item Deleted Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 11.66 14.923 510 897 11.64 12.000 796 836 11.92 11.096 803 835 11.74 12.661 770 844 11.69 12.060 719 856 hàng Agribank ngân hàng cung Agribank ngân hàng có trang Reliability Statistics Cronbach's Alpha N of Items 963 Item-Total Statistics Scale Scale Mean if Variance if Item Item Deleted Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 23.52 826 960 23.69 cam k 60.157 59.353 885 957 23.41 60.702 862 958 23.56 60.640 828 960 23.71 58.589 880 957 23.58 61.403 818 960 23.64 61.890 802 961 23.59 61.043 848 959 23.88 59.748 861 958 chóng h hàng Reliability Statistics Cronbach's Alpha N of Items 945 Item-Total Statistics Scale Scale Corrected Cronbach' Mean if Variance if Item-Total s Alpha if Item Item Correlation Item Deleted Deleted Deleted 16.87 36.021 821 936 16.27 40.562 607 952 16.93 36.029 834 934 16.89 36.958 826 935 16.68 35.896 860 932 16.80 35.811 878 930 17.00 35.979 877 931 lai Agribank Reliability Statistics Cronbach's Alpha N of Items 864 Item-Total Statistics Scale Scale Mean if Variance if Item Item Deleted Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 8.75 8.973 719 825 8.57 9.846 618 863 9.01 8.268 718 827 8.76 8.439 809 787 Phân p trang 54) KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity df Sig Compo nent Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Total % of Cumula Total % of Cumulati Variance tive % Variance ve % 954 6176.118 351 000 Rotation Sums of Squared Loadings Total % of Cumulati Variance ve % 15.006 2.447 55.577 9.064 55.577 64.642 15.006 2.447 55.577 9.064 55.577 64.642 7.283 4.618 26.974 17.102 26.974 44.076 1.528 1.071 5.658 3.967 70.300 74.266 1.528 1.071 5.658 3.967 70.300 74.266 4.236 3.915 15.690 14.500 59.766 74.266 10 11 12 13 14 15 16 17 18 19 20 832 672 529 473 438 398 372 364 313 289 262 243 236 230 212 193 3.081 2.490 1.959 1.751 1.621 1.475 1.380 1.349 1.159 1.069 971 901 873 852 784 716 77.347 79.837 81.795 83.547 85.167 86.642 88.022 89.370 90.529 91.599 92.569 93.470 94.344 95.195 95.980 96.695 21 174 645 97.341 22 23 145 134 539 498 97.879 98.377 24 25 126 109 465 403 98.842 99.245 26 27 107 097 395 360 99.640 100.000 Extraction Method: Principal Component Analysis PQ21 PQ16 PQ20 PQ19 PQ14 PQ15 PQ17 PQ22 PQ18 BL29 BL26 BL24 BL28 BL27 BL25 BL23 BAS13 BAS12 BAS11 BAS9 BAW3 BAS7 BAW1 BAW5 BAW4 Rotated Component Matrixa Component 819 807 799 799 792 780 774 738 735 726 709 706 696 689 662 601 736 689 669 618 552 527 539 827 792 789 BAW2 BAW6 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Reliability Statistics Cronbach's Alpha N of Items 882 BAW1 BAW2 BAW4 BAW5 BAW6 701 561 Item-Total Statistics Scale Mean Scale Corrected if Item Variance if Item-Total Deleted Item Correlation Deleted 13.25 17.463 687 13.88 16.730 777 13.18 17.585 689 13.27 16.945 754 14.08 17.645 679 Cronbach's Alpha if Item Deleted 864 842 863 848 866 BAW3) 54) KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity df Sig .954 5983.444 325 000 Compo nent Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Total % of Cumulative Total % of Cumulative Total % of Cumulative Variance % Variance % Variance % 14.647 56.333 56.333 14.647 56.333 56.333 7.184 27.632 27.632 2.273 1.528 8.744 5.876 65.077 70.953 2.273 1.528 8.744 5.876 65.077 70.953 4.614 4.017 17.746 15.449 45.378 60.827 1.039 830 3.996 3.191 74.948 78.139 1.039 3.996 74.948 3.672 14.122 74.948 627 528 2.410 2.030 80.549 82.580 10 11 12 13 438 406 380 365 323 292 1.684 1.562 1.460 1.404 1.244 1.124 84.263 85.825 87.285 88.689 89.933 91.057 14 15 16 17 18 19 20 21 288 244 236 234 213 200 189 146 1.109 938 909 898 820 769 727 563 92.166 93.104 94.013 94.911 95.731 96.500 97.226 97.789 22 23 135 126 520 483 98.309 98.792 24 109 420 99.212 25 107 412 99.625 26 098 375 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component 816 805 799 798 793 777 771 735 731 736 712 699 697 695 665 591 763 728 671 614 514 PQ21 PQ16 PQ20 PQ19 PQ14 PQ15 PQ17 PQ22 PQ18 BL29 BL26 BL28 BL27 BL24 BL25 BL23 BAS13 BAS12 BAS11 BAS9 BAS7 BAW1 832 BAW5 794 BAW4 793 BAW2 706 BAW6 564 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Reliability Statistics Cronbach's Alpha N of Items 882 Item-Total Statistics Scale Mean Scale if Item Variance Deleted if Item Deleted Corrected Cronbach' Item-Total s Alpha if Correlation Item Deleted 13.25 17.463 687 864 13.88 16.730 777 842 13.18 17.585 689 863 13.27 16.945 754 848 14.08 Agribank 17.645 679 866 Agribank khác Reliability Statistics Cronbach's Alpha N of Items 881 Item-Total Statistics Scale Scale Corrected Cronbach Mean if Variance Item-Total 's Alpha Item if Item Correlation if Item Deleted Deleted Deleted u Agribank 11.66 14.923 510 897 ngân hàng khác 11.64 12.000 796 836 11.92 11.096 803 835 Ag 11.74 Agribank ngân hàng có trang 12.661 770 844 11.69 12.060 719 856 Reliability Statistics Cronbach's Alpha N of Items 963 Item-Total Statistics Scale Scale Corrected Cronbach Mean if Variance Item-Total 's Alpha Item if Item Correlation if Item Deleted Deleted Deleted 23.52 60.157 826 960 23.69 59.353 885 957 23.41 60.702 862 958 23.56 60.640 828 960 23.71 58.589 880 957 23.58 61.403 818 960 23.64 61.890 802 961 23.59 61.043 848 959 23.88 59.748 861 958 Agribank gi Reliability Statistics Cronbach's Alpha N of Items 945 Item-Total Statistics Scale Scale Corrected Cronbach Mean if Variance Item-Total 's Alpha Item if Item Correlation if Item Deleted Deleted Deleted 16.87 36.021 821 936 16.27 40.562 607 952 16.93 36.029 834 934 16.89 36.958 826 935 16.68 35.896 860 932 16.80 35.811 878 930 17.00 35.979 877 931 tơi lai Agribank 3.2.2.2 Phân tích nhâ 60) KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity df Sig .804 463.816 000 Total Variance Explained Compo Initial Eigenvalues Extraction Sums of Squared nent Loadings Total % of Cumulative Total % of Cumulative Variance % Variance % 2.853 71.326 71.326 2.853 71.326 71.326 521 13.016 84.342 392 9.803 94.145 234 5.855 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component BE33 903 BE32 849 BE30 849 BE31 772 Extraction Method: Principal Component Analysis a components extracted : Correlations BAW BAS BAW BAS Pearson Correlation Sig (2-tailed) N Pearson Correlation Sig (2-tailed) N PQ BL BE 621** 517** 561** 590** 236 000 236 000 236 000 236 000 236 621** 690** 762** 721** 236 000 236 000 236 000 236 000 236 Pearson 517** 690** Correlation PQ Sig (2-tailed) 000 000 N 236 236 236 Pearson 561** 762** 780** Correlation BL Sig (2-tailed) 000 000 000 N 236 236 236 Pearson 590** 721** 767** Correlation BE Sig (2-tailed) 000 000 000 N 236 236 236 ** Correlation is significant at the 0.01 level (2-tailed) .780** 767** 000 236 000 236 794** 236 000 236 794** 000 236 236 Model Summaryb Model R R Square Adjusted R Std Error of Square the Estimate a 844 713 708 52511 a Predictors: (Constant), BL, BAW, PQ, BAS b Dependent Variable: BE Model ANOVAa df Sum of Mean Squares Square Regression 158.182 39.545 Residual 63.695 231 276 Total 221.877 235 a Dependent Variable: BE b Predictors: (Constant), BL, BAW, PQ, BAS DurbinWatson 1.533 F 143.417 Sig .000b Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B Std Beta Error (Constant) 109 135 BAW 128 043 135 BAS 160 066 144 PQ 316 058 315 BL 351 063 363 a Dependent Variable: BE t 808 2.940 2.419 5.421 5.574 Sig .420 004 016 000 000 Collinearity Statistics Tolerance VIF 592 351 368 293 1.688 2.850 2.718 3.409 ... í khách hàng - khách hàng - Agribank ngân hàng cung cao - - Agribank ngân hàng có tranh - Agribank ngân hàng có : - Agriba nơng thơn 33 - Agribank ngân hàng có - - - - - hàng - khách hàng nhanh... Sacomban - 18 - - alpha Giá 19 : Lòng trung thành h 20 Tong F gian v - 21 Agribank 22 CÁC NHÂN H AGRIBANK Ngày 26/3/1988, Ngân hàng Nông Agribank ngân h ng ty Trách khách hàng - 23 Chi nhánh Campuchia... khách hàng cá nhân - gribank - cho Agribank theo 5 hình li Các : hình, (Murphy, 1998) vơ hình - - - 1.1 - cáo - - khách hàng : - - khác - 10 Hay g Giá (Aaker, 1991) hàng Theo Jo 11 Thông - Giá