: 0102 i L T ii iii i ii iii vii viii ix .1 .1 .3 .5 .7 .12 iv anking 14 18 19 khách hàng 20 20 20 21 23 24 24 24 24 28 28 28 29 31 3.4 Tóm 31 32 32 32 37 37 39 45 45 47 v .49 ch hàng 50 50 51 51 51 .52 52 53 .54 .55 55 55 5.3 Hàm ý sách cho ngân hàng 56 62 a a C WEBSITE g P h h l o t .y gg oo qq ss tt vi uu vv - vv ww xx yy zz aaa bbb vii 22 23 25 44 viii 12 33 34 35 nternet Banking 36 38 .39 .39 41 45 46 60 ix ctg : c EFA : Exploratory Factor Analysis OTP : One Time Password SMS : Short Message Service TT - NHNN: nn Total Variance Explained Componen Initial Eigenvalues Extraction Sums of Squared t Loadings Total % of Cumulative Variance % 2.023 67.423 67.423 597 19.886 381 12.691 % of Cumulative Variance % 87.309 Total 2.023 67.423 67.423 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component HL1_Toi hoan toan hai long voi chat luong dich vu Internet Banking cua ngan hang 869 HL2_Toi se gioi thieu dich vu Internet Banking cua ngan hang cho nhung nguoi khac 822 HL3_Trong thoi gian toi toi van tiep tuc su dung dich vu Internet Banking cua ngan hang 769 Extraction Method: Principal Component Analysis.a a components extracted oo Variables Entered/Removeda Mode Variables Entered l Variables Method Removed TM, AT, DA, HA, Enter TC_HQb a Dependent Variable: HL b All requested variables entered Model Summaryb Mode R l R Adjusted R Std Error of Square 770a Square 593 the Estimate 586 DurbinWatson 30367 2.004 a Predictors: (Constant), TM, AT, DA, HA, TC_HQ b Dependent Variable: HL ANOVAa Model Sum of df Mean Square F Sig Squares Regression 8.463 Residual 29.047 315 092 Total 42.314 71.361 320 a Dependent Variable: HL b Predictors: (Constant), TM, AT, DA, HA, TC_HQ 91.774 000b pp Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B Std t Sig Beta Collinearity Statistics Tolerance VIF Error (Constant) -.569 213 -2.669 008 HA 148 040 154 3.721 000 758 1.319 AT 429 058 354 7.441 000 570 1.754 TC_HQ 285 053 255 5.362 000 572 1.749 DA 133 038 154 3.556 000 690 1.449 TM 157 051 121 3.065 002 830 1.205 a Dependent Variable: HL qq t (Corporate image) The bank is a stable business enterprise Trustworthy compared with other banks The bank has strong credibility I feel secure in providing sensitive information (e.g (Security/Privacy) credit card details) for online transactions Web site of Bank X is equipped with adequate security features Bank X does not share my personal information with others Bank X secures information regarding my internet banking activities Bank X is honest concerning its online transaction services Web site of Bank X makes appropriate statements concerning the completion of transactions Bank X does not misuse my personal information rr Bank X keeps accurate records of my account (Reliability) transactions Bank X delivers the service exactly as promised 10 Bank X always provides the service at the promised time 11 The Web site pages not freeze once I enter my transaction information 12 If there is a mistake, Bank X can make it right quickly and effectively 13 Navigating within Bank X's web site is very easy (Efficiency) 14 Web site of Bank X loads its pages fast 15 It is quick and easy to complete a transaction on the Web site of Bank X 16 Finding what I need is simple and easy on the web site of Bank X 17 (Responsiveness) Bank X is prompt in responding to my queries/requests by e-mail or other means 18 Web site of Bank X contains answers to frequently asked questions 19 In case of problems I can speak with a person (through telephone or in person at a branch) at Bank X 20 Web site of Bank X contains relevant information (Site Aesthetics) explained in an easy to understand language 21 Web site of Bank X is visually attractive 22 Web site of Bank X is updated regularly ss tt Correlations ABS_ HA AT TC_H RE Correlation ABS_ Coefficient RE Sig (2-tailed) N Correlation HA Coefficient DA TM Q 1.000 051 081 -.054 -.034 -.088 362 148 334 541 114 321 321 321 321 321 321 051 1.000 431** 315** 230** 252** 000 000 000 000 321 321 321 321 321 321 Correlation Coefficient 081 431** 1.000 546** 406** 271** Sig (2-tailed) 148 000 000 000 000 N Spearman's rho 362 N AT Sig (2-tailed) 321 321 321 321 321 321 1.000 485** 291** Correlation TC_H Coefficient Q Sig (2-tailed) N DA Correlation Coefficient -.054 315** 546** 334 000 000 000 000 321 321 321 321 321 321 -.034 230** 406** 485** 1.000 350** 541 000 000 000 000 N TM Sig (2-tailed) 321 321 321 321 321 321 -.088 252** 271** 291** 350** 1.000 Correlation Coefficient Sig (2-tailed) 114 000 000 000 000 N 321 321 321 321 321 321 ** Correlation is significant at the 0.01 level (2-tailed) uu Hình 9.1 Hình 9.2 Bi P-P plot vv 1: Group Statistics HL Gioi tinh Nam Nu 170 Mean 3.7137 Std Deviation 44898 Std Error Mean 03444 151 3.7307 49846 04056 N ww 2: xx 3: rình yy 4: zz 5: hu aaa 6: bbb 7: ... ,m 23 Internet Banking 24 Ngh 25 - 26 dung (1) d (2) Ngân hàng X (3) khách hàng 27 (4) tin net Banking 28 3.2.2.1 P quan sát ( ( ) ): n >= 8m + 50 - (xem p 29 HA1 khách hàng HA2 HA3 hàng khác... k Banking - 17 (11) (compensation): (contact): s , Kamal Ipshita (2012 Internet Banking Kamal Ipshita nhóm thành sau: (1) An tồn/b : Banking (2) : Internet Banking ngân hàng (3) (4) (5) : : ngân. .. (Jayawardhena Foley, 2000) (2012) - Internet Banking thông qua Internet g (Zeithaml & ctg, 1996) Internet Bankin kinh doanh Internet Banking 3 - Internet Banking - 1.3 , , k Banking c ( net - - , ta (