B GIÁO D O I H C KINH T TP.HCM C NG CÁC NHÂN T NG N LÒNG TRUNG THÀNH C A KHÁCH HÀNG T I NGÂN HÀNG C I PH N T NAM - CHI NHÁNH CÀ MAU LU C S KINH T TP H CHÍ MINH - 2013 B GIÁO D O I H C KINH T TP.HCM C NG CÁC NHÂN T N LÒNG TRUNG THÀNH C A KHÁCH HÀNG T I IC PH N CÔNG T NAM - CHI NHÁNH CÀ MAU Chuyên ngành: Tài Ngân hàng Mã s : 60340201 LU NG D N KHOA H C: PGS TS BÙI KIM Y N TP H CHÍ MINH - i xin Tp H ii -C iii i ii iii viii ix xi 1 HÀNG 1.1.1 1.1.2 1.1.1.1 1.1.1.2 1.1.1.3 1.1.1.4 1.2 khách hàng 1.2.1 khách hàng 1.2.2 khách hàng 1.2.3 khách hàng iv 1.3.2 10 1.3.3 11 1.3.4 11 1.3.4.1 11 1.3.4.2 12 1.3.4.3 13 1.4 14 14 1.4.1.1 14 1.4.1.2 14 1.4.2 15 1.4.2.1 15 1.4.2.2 17 1.4.2.3 17 1.5 18 1.5.1 19 1.5.2 20 1.5.3 20 NHÁNH CÀ MAU 22 v 2.1 Ngân hàng Cà Mau 22 2.1.1 thành 22 2.1.2 22 2.2 Ngân hàng chi nhánh Cà Mau 25 2.2.1 25 2.2.2 28 2.2.3 29 2.2.4 29 2.3 Cà Mau 31 2.3.1 31 2.3.2 32 2.4 33 2.4 33 2.4 35 Công 35 2.5.1 Thành tích 35 2.5.2 36 2.5.3 Nguyên nhân 37 NGÂN HÀNG MAU 38 vi 3.1 38 40 3.2 h tính 40 3.2.1.1 40 3.2.1.2 42 3.2.1 43 3.2.2 47 3.2.2.1 hình 48 3.2.2.2 hình 49 3.2.2.3 49 3.2.2.4 hàng 49 3.2.2.5 50 3.2.2.6 50 3.3 51 3.3.1 51 3.3.2 51 3.3.3 55 3.3.3.1 Cronbach Alpha 55 3.3.3.2 57 3.3.4 hàng 62 3.3.4.1 63 3.3.4.2 64 3.3.4.3 68 3.3.4 3.3.4.5 3.3.5 3.4 69 69 70 Cà Mau 72 vii NAM CHI NHÁNH CÀ MAU 75 75 78 80 81 81 84 84 85 86 viii ACB: Ngân Agribank: BIDV: DN: EFA: HH: LC: NH: Ngân hàng NHCT: NHTMCP: RC: Sacombank: TM: TPHCM: TT: VH: Vietcombank: Vietinbank: WTO: Lòn Q07 VH4 Q08 VH5 Q09 VH6 Q10 VH7 Nhân viên Vietinbank Cà Mau cho tơi HÌNH Q11 HH1 Q12 HH2 Q13 HH3 Q14 HH4 Q15 HH5 Q16 HH6 Cà Mau (internet banking, telephone banking) Q17 HH7 Q18 TM1 Q19 TM2 Q20 TM3 Q21 TM4 Q22 LC1 Q23 LC2 Q24 LC3 Q25 RC1 Q26 RC2 Q27 RC3 5 tơi Ngân hàng LỊNG TRUNG THÀNH Q28 TT1 Q29 TT2 Q30 TT3 Vietinbank Q31 TT4 hàng Vietinbank Q32 TT5 Q33 TT6 Q34: Có Q35: Nam Không 40 20- 30- 5 15 10 20 6 Nhân viên kinh doanh / marketing Sinh viên Reliability Statistics Cronbach's N of Items Alpha 882 Item Statistics Mean VH1 VH2 VH3 VH4 VH5 VH6 VH7 Std Deviation 3.34 3.40 3.49 3.51 3.42 3.40 3.34 903 895 901 840 876 857 923 N 208 208 208 208 208 208 208 Item-Total Statistics Scale Mean if Item Deleted VH1 VH2 VH3 VH4 VH5 VH6 VH7 Scale Variance if Item Deleted 20.56 20.50 20.41 20.39 20.48 20.50 20.56 16.547 16.860 16.910 17.166 16.985 16.937 16.614 Reliability Statistics Cronbach's N of Items Alpha 879 Corrected ItemTotal Correlation 700 659 646 666 659 685 670 Cronbach's Alpha if Item Deleted 861 866 868 866 867 863 865 Item Statistics Mean Std Deviation 3.25 3.29 3.44 3.37 3.37 3.39 3.29 HH1 HH2 HH3 HH4 HH5 HH6 HH7 N 1.058 866 931 1.022 897 952 960 208 208 208 208 208 208 208 Item-Total Statistics Scale Mean if Item Deleted HH1 HH2 HH3 HH4 HH5 HH6 HH7 Scale Variance if Item Deleted 20.15 20.12 19.97 20.04 20.04 20.01 20.12 18.817 20.112 19.849 19.133 20.066 19.183 19.449 Reliability Statistics Cronbach's N of Items Alpha 825 TM1 TM2 TM3 TM4 Item Statistics Std Mean Deviation 3.44 826 3.38 807 3.44 759 3.47 851 N 208 208 208 208 Corrected ItemTotal Correlation 665 667 642 656 643 713 670 Cronbach's Alpha if Item Deleted 862 862 865 863 865 856 861 Scale Mean if Item Deleted TM1 TM2 TM3 TM4 Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 10.29 10.36 10.29 10.26 4.119 4.085 4.293 3.942 Cronbach's Alpha if Item Deleted 626 664 646 662 790 772 781 773 Reliability Statistics Cronbach's Alpha N of Items 845 Item Statistics Mean LC1 LC2 LC3 LC1 LC2 LC3 Std Deviation 3.42 3.38 3.44 N 865 859 946 Scale Mean if Item Deleted 6.82 6.87 6.80 208 208 208 Item-Total Statistics Scale Variance Corrected ItemCronbach's Alpha if if Item Deleted Total Correlation Item Deleted 2.720 695 799 2.677 723 773 2.432 719 779 Thang Reliability Statistics Cronbach's Alpha N of Items 805 Mean RC1 RC2 RC3 3.46 3.43 3.46 Item Statistics Std Deviation 844 837 821 N 208 208 208 Item-Total Statistics Scale Mean if Item Deleted RC1 RC2 RC3 Scale Variance if Item Deleted 6.89 6.92 6.88 Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 671 647 638 713 739 748 Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 703 645 645 674 667 627 834 845 845 839 841 848 2.137 2.201 2.257 Reliability Statistics Cronbach's N of Items Alpha 865 Item Statistics Mean TT1 TT2 TT3 TT4 TT5 TT6 Std Deviation 3.42 3.47 3.49 3.43 3.39 3.44 N 924 780 822 876 844 832 208 208 208 208 208 208 Item-Total Statistics Scale Mean if Item Deleted TT1 TT2 TT3 TT4 TT5 TT6 17.22 17.16 17.14 17.21 17.25 17.20 Scale Variance if Item Deleted 10.393 11.422 11.206 10.783 10.988 11.241 PHÂN N LÒNG TRUNG THÀNH KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square df 0.000 Communalities Initial Extraction 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 2455.180 276 Sig HH1 HH2 HH3 HH4 HH5 HH6 HH7 VH1 VH2 VH3 VH4 VH5 VH6 VH7 TM1 TM2 TM3 TM4 RC1 RC2 RC3 LC1 LC2 LC3 921 595 648 552 567 566 644 633 632 560 539 619 599 650 612 573 683 693 684 728 743 705 742 776 765 Extraction Method: Principal Component Analysis Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % Total 9.175 38.231 38.231 9.175 1.993 8.304 46.535 1.993 1.636 6.815 53.350 1.636 1.571 6.545 59.895 1.571 1.132 4.718 64.613 1.132 776 3.233 67.846 693 2.889 70.736 600 2.499 73.235 593 2.469 75.704 10 565 2.352 78.056 11 523 2.180 80.236 12 516 2.149 82.385 13 464 1.933 84.318 14 436 1.818 86.136 15 435 1.812 87.948 16 413 1.721 89.669 17 394 1.642 91.311 18 368 1.533 92.844 19 353 1.472 94.316 20 317 1.321 95.636 21 309 1.287 96.924 22 277 1.156 98.080 23 234 975 99.055 24 227 945 100.000 Extraction Method: Principal Component Analysis % of Variance 38.231 8.304 6.815 6.545 4.718 Component Matrixa Component HH6 VH1 VH2 710 695 692 Cumulative % 38.231 46.535 53.350 59.895 64.613 Rotation Sums of Squared Loadings Total 4.158 4.079 2.574 2.423 2.273 % of Variance 17.326 16.995 10.724 10.097 9.471 Cumulative % 17.326 34.321 45.045 55.142 64.613 HH4 686 TM1 675 TM4 670 HH1 666 VH7 659 VH3 654 HH3 651 HH5 650 VH6 649 TM3 646 VH5 644 VH4 640 TM2 635 HH7 626 -.404 HH2 616 -.497 LC2 475 591 LC3 484 534 -.465 LC1 506 532 -.404 RC1 496 503 463 RC2 418 466 584 RC3 457 416 526 Extraction Method: Principal Component Analysis a components extracted -.440 -.504 -.523 Rotated Component Matrixa Component VH6 VH4 VH5 VH7 VH1 VH3 VH2 HH2 HH7 HH6 HH1 HH5 HH3 762 726 719 715 691 624 607 752 747 696 695 659 656 HH4 633 TM3 744 TM2 738 TM4 712 TM1 573 LC2 840 LC3 832 LC1 811 RC2 RC3 RC1 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Component Transformation Matrix Component 827 798 791 579 571 419 292 277 -.429 -.096 -.129 688 564 578 -.763 059 283 -.022 028 -.210 166 -.599 754 382 196 -.881 -.055 190 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 512.915 df 15 Sig .000 Communalities Initial TT1 TT2 1.000 1.000 868 Extraction 654 578 TT3 1.000 TT4 1.000 TT5 1.000 TT6 1.000 Extraction Method: Principal Component Analysis .579 616 606 553 Total Variance Explained Initial Eigenvalues Component % of Cumulative Variance % 3.585 59.745 59.745 647 10.783 70.528 589 9.812 80.339 458 7.635 87.974 383 6.389 94.363 338 5.637 100.000 Extraction Method: Principal Component Analysis Component Matrixa Total Component TT1 809 TT4 785 TT5 778 TT3 761 TT2 760 TT6 743 Extraction Method: Principal Component Analysis a components extracted Extraction Sums of Squared Loadings % of Cumulative Total Variance % 3.585 59.745 59.745 Correlations VH Pearson Correlation VH Sig (2-tailed) N Pearson Correlation 208 607** TM LC RC TT 607** 636** 364** 341** 708** 000 Sig (2-tailed) N Pearson Correlation HH HH 000 000 000 000 208 208 603** 208 395** 208 371** 208 714** 000 000 000 000 208 208 353** 208 377** 208 702** 000 000 000 208 208 337** 208 432** 000 000 208 208 441** 000 208 636** 208 603** 000 000 208 364** 208 395** 208 353** 000 000 000 208 341** 208 371** 208 377** 208 337** 000 000 000 000 208 708** 208 714** 208 702** 208 432** 208 441** 000 000 000 000 000 N 208 208 208 ** Correlation is significant at the 0.01 level (2-tailed) 208 208 TM Sig (2-tailed) N Pearson Correlation LC Sig (2-tailed) N Pearson Correlation RC Sig (2-tailed) N Pearson Correlation TT Sig (2-tailed) 000 208 208 Model Summaryb Model R Square R Adjusted R Square Std Error of the Estimate 831a 690 683 a Predictors: (Constant), RC, LC, VH, HH, TM b Dependent Variable: TT 1.71300 DurbinWatson 1.781 ANOVAa Model Regression Sum of Squares Mean Square df 1322.074 264.415 F 90.110 Sig .000b Residual 592.740 202 2.934 Total 1914.814 207 a Dependent Variable: TT b Predictors: (Constant), RC, LC, VH, HH, TM Coefficientsa Model Unstandardized Coefficients B (Constant) 445 VH 266 HH 269 TM 446 LC 120 RC 180 a Dependent Variable: TT Std Error 795 051 047 092 070 078 Standardized Coefficients t Sig Beta 287 312 266 076 101 Collinearity Statistics Tolerance 560 5.223 5.784 4.838 1.724 2.295 576 000 000 000 086 023 508 526 506 783 791 VIF 1.967 1.902 1.977 1.278 1.265 ... C chi nhánh Cà Mau C , p gân hàng Cà Mau Nam Chi nhánh Cà Mau - - Chi nhánh - - : ngân hàng hàng Chi nhánh Cà Mau cá Mau 4: G hàng - Chi nhánh Cà Mau HÀNG 1.1 nhiên 1.1.1 - oá - ... Abdollahi khách hàng Nam 1.5.1 - - 20 - - 1.5.2 dùng - - 1.5.3 - - - Xây 21 - lòng trung th cao lòng trung t 22 HÀNG 2.1 Cà Mau 2.1.1 NHCT Ngân hàng hi nhánh Cà Mau chín of Ca Mau - tín hàng. .. oá - - - 1.1.2 1.1.2.1 lo - 1.1.2.2 - 1.1.2.3 - toán  - h toán 1.1.2.4 - - -K cho phép - - - 1.2 1.2.1 khách hàng khách hàng an c hàng nhà cung 1.2.2 khách hàng khách hàng t 1.2.3