Khóa luận Phân tích các nhân tố ảnh hưởng đến hiệu quả công tác quản trị quan hệ khách hàng của ngân hàng thương mại cổ phần quốc tế Việt Nam-Vib chi nhánh thừa thiên huế kinh tế Huế

sử dụng sản phẩm dịch vụ củaVIB. 1 2 3 4 5 Câu 8: 1.Thông tin về sản phẩm dịch vụ đầy đủ 1 2 3 4 5 2.Có xác định rõ ràng cách thức thông tin hiệu quả với khách hàng 1 2 3 4 5 3.Không có sự chồng chéo và mâu thuẫn giữa yêu cầu các cấp quản trị trong quá trình giao dịch với khách hàng 1 2 3 4 5 4.Có quy định cho việc tiếp nhận yêu cầu, khiếu nại của khách hàng 1 2 3 4 5 5.Xử lý thông tin khi có sai sót cho khách hàng một cách hiệu quả nhanh chóng 1 2 3 4 5 PHẦN THÔNG TIN BỔ SUNG Họ và tên cán bộ:............................................................................................................... Làm việc tại bộ phận: ........................................................................................................ Giới tính:  Nam  Nữ Cảm ơn sự hợp tác của anh/chị rất nhiều ! SVTH: Nguyễn Thanh Phương Trang 106 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà PHỤ LỤC 3: KẾT QUẢ SỬ LÝ SPSS Đặc điểm mẫu nghiên cứu Phụ lục 3.1 Phân tích thống kê mô tả đặc điểm khách hàng Gioi tinh Frequency Percent Valid Percent Cumulative Percent Valid nam 66 44,0 44,0 44,0 nu 84 56,0 56,0 100,0 Total 150 100,0 100,0 Do tuoi Frequency Percent Valid Percent Cumulative Percent Valid =<22 16 10,7 10,7 10,7 23-35 31 20,7 20,7 31,3 36-45 33 22,0 22,0 53,3 46-<60 51 34,0 34,0 87,3 >=60 19 12,7 12,7 100,0 Total 150 100,0 100,0 Thu nhap hang thang Frequency Percent Valid Percent Cumulative Percent Valid Duoi 5 trieu dong 35 23,3 23,3 23,3 5-10 trieu dong 86 57,3 57,3 80,7 tren 10 trieu dong 29 19,3 19,3 100,0 Total 150 100,0 100,0 Nghe nghiep Frequency Percent Valid Percent Cumulative Percent Valid Hoc sinh, sinh vien 16 10,7 10,7 10,7 Kinh doanh, buon ban 60 40,0 40,0 50,7 CBCNVC 45 30,0 30,0 80,7 Lao dong pho thong 11 7,3 7,3 88,0 huu tri, noi tro 18 12,0 12,0 100,0 Total 150 100,0 100,0 SVTH: Nguyễn Thanh Phương Trang 107 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà thoi khach hang giao dich trong linh vuc ngan hang Frequency Percent Valid Percent Cumulative Percent Valid < 1 năm 32 21.3 21.3 21.3 1 - 3 năm 48 32.0 32.0 53.3 3 - 5 năm 46 30,7 30,7 84.0 > 5 năm 24 16.0 16.0 100,0 Total 150 100 100 thoi khach hang giao dich voi VIB Frequency Percent Valid Percent Cumulative Percent Valid < 1 năm 34 22.7 22.7 22.7 1 - 3 năm 63 42.0 42.0 64.7 3 - 5 năm 35 23.3 23.3 88.0 > 5 năm 18 12 12 100,0 Total 150 100 100 Muc do thuong xuyen phat sinh giao dich tai VIB Frequency Percent Valid Percent Cumulative Percent Valid 1 thang/ lan 61 40.7 40.7 40.7 1 thang – 3 thang/ lan 41 27.3 27.3 68.0 3 thang – 6 thang/ lan 30 20.0 20.0 88.8 6 thang -12 thang/ lan 12 8.0 8.0 96.0 > 12 thang 6 4.0 4.0 100.0 Total 150 100.0 100.0 Ti le khach hang co giao dich voi ngan hang khac Frequency Percent Valid Percent Cumulative Percent Valid co 120 80.0 80.0 80.0 khong 30 20.0 20.0 100,0 Total 150 100,0 100,0 Ti le dang giao dich voi ACB bank Frequency Percent Valid Percent Cumulative Percent Valid Co 81 54.0 54.0 54.0 Khong 69 46.0 46.0 100,0 Total 150 100,0 100,0 SVTH: Nguyễn Thanh Phương Trang 108 Đạ i h ọc Ki h t ế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Ti le dang giao dich voi Vietcom bank Frequency Percent Valid Percent Cumulative Percent Valid Co 62 41,3 41,3 41.3 Khong 88 58.7 58.7 100,0 Total 150 100,0 100,0 Ti le dang giao dich voi Dong A bank Frequency Percent Valid Percent Cumulative Percent Valid Co 56 37.3 37.3 37.3 Khong 94 62.7 62.7 100,0 Total 150 100,0 100,0 Ti le dang giao dich voi BIDV bank Frequency Percent Valid Percent Cumulative Percent Valid Co 36 24.0 24.0 24.0 Khong 114 76.0 76.0 100,0 Total 150 100,0 100,0 Ti le dang giao dich voi Agribank Frequency Percent Valid Percent Cumulative Percent Valid Co 20 13.3 13.3 13.3 Khong 130 86.7 86.7 100,0 Total 150 100,0 100,0 Ti le dang giao dich voi Vietinbank Frequency Percent Valid Percent Cumulative Percent Valid Co 37 24.7 24.7 24.7 Khong 113 75.3 75.3 100,0 Total 150 100,0 100,0 Ti le dang giao dich voi Techcombank Frequency Percent Valid Percent Cumulative Percent Valid Co 31 20.7 20.7 20.7 Khong 119 79.3 79.3 100,0 Total 150 100,0 100,0 Ti le dang giao dich voi cac ngan hang khac Frequency Percent Valid Percent Cumulative Percent Valid Co 25 16.7 16.7 16.7 Khong 125 83.3 83.3 100,0 Total 150 100,0 100,0 SVTH: Nguyễn Thanh Phương Trang 109 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Gap truc tiep nhan vien Frequency Percent Valid Percent Cumulative Percent Valid Co 108 72.0 72.0 72.0 Khong 42 28.0 28.0 100,0 Total 150 100,0 100,0 Dien thoai Frequency Percent Valid Percent Cumulative Percent Valid Co 72 48.0 48.0 48.0 Khong 78 52.0 52.0 100,0 Total 150 100,0 100,0 Email Frequency Percent Valid Percent Cumulative Percent Valid Co 47 31.3 31.3 31.3 Khong 103 68.7 68.7 100,0 Total 150 100,0 100,0 Ho tro khach hang o website Frequency Percent Valid Percent Cumulative Percent Valid Co 18 12.0 12.0 12.0 Khong 123 82.0 82.0 100,0 Total 150 100,0 100,0 Tien gui Frequency Percent Valid Percent Cumulative Percent Valid Co 71 47.3 47.3 47.3 Khong 79 52.7 52.7 100,0 Total 150 100,0 100,0 Cho vay Frequency Percent Valid Percent Cumulative Percent Valid Co 56 37.3 37.3 37.3 Khong 94 62.7 62.7 100,0 Total 150 100,0 100,0 E-banking Frequency Percent Valid Percent Cumulative Percent Valid Co 110 73.3 73.3 73.3 Khong 40 26.7 26.7 100,0 Total 150 100,0 100,0 SVTH: Nguyễn Thanh Phương Trang 110 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Mua ban... Frequency Percent Valid Percent Cumulative Percent Valid Co 58 38.7 38.7 38.7 Khong 92 61.3 61.3 100,0 Total 150 100,0 100,0 Chuyen tien Frequency Percent Valid Percent Cumulative Percent Valid Co 86 57.3 57.3 57.3 Khong 64 42.7 42.7 100,0 Total 150 100,0 100,0 Dich vu the Frequency Percent Valid Percent Cumulative Percent Valid Co 83 55.3 55.3 55.3 Khong 67 44.7 44.7 100,0 Total 150 100,0 100,0 Ngan quy Frequency Percent Valid Percent Cumulative Percent Valid Co 30 20.0 9,1 9,1 Khong 120 80.0 90,9 100,0 Total 150 100,0 100,0 SVTH: Nguyễn Thanh Phương Trang 111 Đạ i h ọc K i h tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Phụ lục 3.2:Kiểm định cronbach ‘s Alphavề các nhân tố bên trong theo đánh giá của nhân viên VIB Reliability Statistics Cronbach's Alpha N of Items ,643 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted VHDN VIB luon trung thuc voi khach hang 14,2000 4,841 ,460 ,559 VHDN VIB luon no luc, quan tam den khach hang 14,5000 5,305 ,343 ,615 VHDN VIB luon khong ngung nang dong, sang tao 14,3667 4,473 ,358 ,626 VHDN luon co tinh than doi nhom, ho tro lan nhau 14,1667 4,989 ,442 ,569 VHDN VIB luon tuan thu, noi quy ki luat 14,3000 5,569 ,435 ,585 Reliability Statistics Cronbach's Alpha N of Items ,756 6 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CN Muc do dat duoc muc tieu chat luong tai bo phan la tot 20,1833 6,288 ,419 ,743 CN Muc do dap ung yeu cau nang luc cua moi bo phan nhan vien VIB cao 20,1333 6,050 ,589 ,696 CN Nhan vien VIB hieu ro cong viec cua minh 20,3500 6,570 ,455 ,731 CN Nhan vien duoc huan luyen cac ky nang can co trong cong viec 20,3333 5,955 ,466 ,731 CN cong tac tuyen dung cua VIB cong bang hop ly 20,2000 5,993 ,630 ,686 CN nhan vien VIB hai long ve cong viec hien tai 20,0500 6,421 ,448 ,733 SVTH: Nguyễn Thanh Phương Trang 112 Đạ i h ọc K inh tế Hu ế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Reliability Statistics Cronbach's Alpha N of Items ,626 4 Item-Total Statistics Scale Mean if Item Deleted Scale Varianc e if Item Deleted Correct ed Item- Total Correla tion Cronbac h's Alpha if Item Deleted TC VIB co chien luoc phat trien tuong lai ro rang 12,3667 2,372 ,330 ,608 TC Moi bo phan VIB co xac dinh yeu cau nang luc cho vi tri cong viec cu the 12,6000 2,041 ,532 ,464 TC Co su hop tac giua cac bo phan chuc nang voi nhau 12,5500 2,218 ,354 ,595 TC Chinh sach thuong phat hop ly 12,5833 2,145 ,417 ,547 Reliability Statistics Cronbach's Alpha N of Items ,837 4 Item-Total Statistics Scale Mean if Item Deleted Scale Varianc e if Item Deleted Correct ed Item- Total Correla tion Cronbac h's Alpha if Item Deleted CSCN Cac thiet bi, dung cu, co so ha tang duoc trang bi day du 11,3833 3,325 ,721 ,771 CSCN VIB co dau tu cac phan mem ho tro quan he khach hang 11,3000 3,366 ,644 ,805 CSCN Co su dong bo hoa giua cac phan mem ho tro quan he khach hang 11,3167 3,169 ,727 ,767 CSCN Co lich bao tri cho cac thiet bi, co so ha tang 11,3000 3,705 ,587 ,828 SVTH: Nguyễn Thanh Phương Trang 113 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Reliability Statistics Cronbach's Alpha N of Items ,820 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlatio n Cronbach' s Alpha if Item Deleted CSKH VIB xay dung mot chien luoc KH co dinh huong ro rang 11,7167 3,257 ,530 ,822 CSKH VIB thuong xuyen co cac hoat dong thu thap y kien phan hoi tu KH 11,8333 2,887 ,734 ,733 CSKH Thong tin cua khach hang hoan toan duoc bao mat 11,7000 2,722 ,683 ,755 CSKH Ca biet hoa san pham dich vu theo tung san pham dich vu 11,8000 2,976 ,634 ,778 Reliability Statistics Cronbach's Alpha N of Items ,730 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbac h's Alpha if Item Deleted CSTTKH Thong tin ve san pham, dich vu luon duoc cung cap day du 15,7333 4,470 ,354 ,733 CSTTKH Co xac dinh ro rang cach thuc thong tin hieu qua voi khach hang 15,4167 3,806 ,578 ,648 CSTTKH khong co su chong cheo, mau thuan giua yeu cau cua cac cap quan tri trong qua trinh giao dich voi khach hang 15,6333 4,202 ,489 ,684 CSTTKH co quy dinh ro r?ng cho viec tiep nhan cac yeu cau, khieu nai cua khach hang 15,6333 3,965 ,560 ,657 CSTTKH xu ly thong tin khi co sai sot cho khach hang mot cach hieu qua nhanh chong 15,6500 3,994 ,479 ,689 SVTH: Nguyễn Thanh Phương Trang 114 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Phụ lục 3.3 : Xoay nhân tố trong nội bộ Xoay lần 1: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,656 Bartlett's Test of Sphericity Approx. Chi-Square 842,235 df 378 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 7,444 26,587 26,587 7,444 26,587 26,587 3,034 10,834 10,834 2 2,470 8,823 35,410 2,470 8,823 35,410 2,682 9,577 20,412 3 2,320 8,285 43,695 2,320 8,285 43,695 2,515 8,981 29,393 4 1,894 6,763 50,457 1,894 6,763 50,457 2,243 8,012 37,405 5 1,582 5,650 56,107 1,582 5,650 56,107 2,217 7,920 45,325 6 1,446 5,164 61,271 1,446 5,164 61,271 2,162 7,720 53,045 7 1,285 4,590 65,861 1,285 4,590 65,861 1,997 7,132 60,177 8 1,070 3,822 69,683 1,070 3,822 69,683 1,859 6,639 66,817 9 1,030 3,677 73,360 1,030 3,677 73,360 1,832 6,543 73,360 10 ,942 3,365 76,725 11 ,797 2,847 79,572 12 ,769 2,746 82,318 13 ,651 2,325 84,643 14 ,576 2,058 86,701 15 ,552 1,971 88,672 16 ,531 1,898 90,570 17 ,474 1,695 92,264 18 ,404 1,443 93,707 19 ,284 1,015 94,723 20 ,263 ,938 95,661 21 ,252 ,900 96,561 22 ,210 ,751 97,312 23 ,190 ,678 97,990 24 ,169 ,604 98,594 25 ,133 ,475 99,069 26 ,104 ,371 99,439 27 ,098 ,349 99,789 28 ,059 ,211 100,000 SVTH: Nguyễn Thanh Phương Trang 115 Đạ i h ọc Ki nh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Rotated Component Matrixa Component 1 2 3 4 5 6 7 8 9 CSCN Cac thiet bi, dung cu, co so ha tang duoc trang bi day du ,827 CSCN VIB co dau tu cac phan mem ho tro quan he khach hang ,785 CSCN Co su dong bo hoa giua cac phan mem ho tro quan he khach hang ,701 CSKH Thong tin cua khach hang hoan toan duoc bao mat ,775 CSKH VIB thuong xuyen co cac hoat dong thu thap y kien phan hoi tu KH ,769 CSKH Ca biet hoa san pham dich vu theo tung san pham dich vu ,607 ,558 CSTTKH co quy dinh ro r?ng cho viec tiep nhan cac yeu cau, khieu nai cua khach hang ,522 CN Muc do dat duoc muc tieu chat luong tai bo phan la tot ,722 CN Nhan vien VIB hieu ro cong viec cua minh ,591 CSKH VIB xay dung mot chien luoc KH co dinh huong ro rang ,559 CN Muc do dap ung yeu cau nang luc cua moi bo phan nhan vien VIB cao ,531 SVTH: Nguyễn Thanh Phương Trang 116 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà CN Nhan vien duoc huan luyen cac ky nang can co trong cong viec VHDN VIB luon no luc, quan tam den khach hang ,824 VHDN VIB luon trung thuc voi khach hang ,696 VHDN VIB luon tuan thu, noi quy ki luat ,837 VHDN luon co tinh than doi nhom, ho tro lan nhau ,778 VHDN VIB luon khong ngung nang dong, sang tao ,513 CSTTKH khong co su chong cheo, mau thuan giua yeu cau cua cac cap quan tri trong qua trinh giao dich voi khach hang ,776 CSCN Co lich bao tri cho cac thiet bi, co so ha tang ,622 TC VIB co chien luoc phat trien tuong lai ro rang CSTTKH xu ly thong tin khi co sai sot cho khach hang mot cach hieu qua nhanh chong CN nhan vien VIB hai long ve cong viec hien tai ,716 CN cong tac tuyen dung cua VIB cong bang hop ly ,716 CSTTKH Thong tin ve san pham, dich vu luon duoc cung cap day du ,812 SVTH: Nguyễn Thanh Phương Trang 117 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà CSTTKH Co xac dinh ro rang cach thuc thong tin hieu qua voi khach hang ,682 TC Co su hop tac giua cac bo phan chuc nang voi nhau ,732 TC Moi bo phan VIB co xac dinh yeu cau nang luc cho vi tri cong viec cu the ,571 TC Chinh sach thuong phat hop ly Xoay nhân tố lần 2: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,631 Bartlett's Test of Sphericity Approx. Chi-Square 646,335 df 276 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 6,229 25,953 25,953 6,229 25,953 25,953 3,051 12,712 12,712 2 2,333 9,721 35,675 2,333 9,721 35,675 2,611 10,879 23,591 3 2,089 8,704 44,379 2,089 8,704 44,379 2,098 8,741 32,331 4 1,839 7,662 52,040 1,839 7,662 52,040 2,066 8,606 40,938 5 1,386 5,773 57,813 1,386 5,773 57,813 2,027 8,445 49,383 6 1,312 5,468 63,282 1,312 5,468 63,282 1,887 7,864 57,247 7 1,037 4,321 67,603 1,037 4,321 67,603 1,796 7,484 64,731 8 1,008 4,199 71,803 1,008 4,199 71,803 1,697 7,071 71,803 9 ,902 3,760 75,563 10 ,840 3,499 79,062 11 ,733 3,054 82,116 12 ,723 3,012 85,128 13 ,600 2,502 87,630 14 ,537 2,236 89,865 15 ,475 1,980 91,845 16 ,409 1,706 93,551 17 ,317 1,321 94,872 SVTH: Nguyễn Thanh Phương Trang 118 Đạ i h ọc K i h tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà 18 ,265 1,106 95,978 19 ,237 ,989 96,967 20 ,203 ,844 97,811 21 ,184 ,766 98,577 22 ,160 ,665 99,242 23 ,107 ,446 99,689 24 ,075 ,311 100,000 Rotated Component Matrixa Component 1 2 3 4 5 6 7 8 CSCN VIB co dau tu cac phan mem ho tro quan he khach hang ,863 CSCN Cac thiet bi, dung cu, co so ha tang duoc trang bi day du ,822 CSCN Co su dong bo hoa giua cac phan mem ho tro quan he khach hang ,625 CN nhan vien VIB hai long ve cong viec hien tai ,514 CN Nhan vien VIB hieu ro cong viec cua minh ,787 CN cong tac tuyen dung cua VIB cong bang hop ly ,709 CN Muc do dap ung yeu cau nang luc cua moi bo phan nhan vien VIB cao ,656 CN Muc do dat duoc muc tieu chat luong tai bo phan la tot ,568 CSKH VIB thuong xuyen co cac hoat dong thu thap y kien phan hoi tu KH ,808 CSKH Thong tin cua khach hang hoan toan duoc bao mat ,765 SVTH: Nguyễn Thanh Phương Trang 119 Đạ i h ọc Ki nh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà CSTTKH co quy dinh ro r?ng cho viec tiep nhan cac yeu cau, khieu nai cua khach hang ,532 CSTTKH khong co su chong cheo, mau thuan giua yeu cau cua cac cap quan tri trong qua trinh giao dich voi khach hang ,751 CSCN Co lich bao tri cho cac thiet bi, co so ha tang ,680 CSKH VIB xay dung mot chien luoc KH co dinh huong ro rang ,536 VHDN VIB luon tuan thu, noi quy ki luat ,833 VHDN luon co tinh than doi nhom, ho tro lan nhau ,818 VHDN VIB luon khong ngung nang dong, sang tao CSTTKH Thong tin ve san pham, dich vu luon duoc cung cap day du ,793 CSTTKH Co xac dinh ro rang cach thuc thong tin hieu qua voi khach hang ,711 VHDN VIB luon no luc, quan tam den khach hang ,840 VHDN VIB luon trung thuc voi khach hang ,605 TC Co su hop tac giua cac bo phan chuc nang voi nhau ,750 TC Moi bo phan VIB co xac dinh yeu cau nang luc cho vi tri cong viec cu the ,587 TC VIB co chien luoc phat trien tuong lai ro rang SVTH: Nguyễn Thanh Phương Trang 120 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Xoay nhân tố lần 3: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,684 Bartlett's Test of Sphericity Approx. Chi-Square 582,117 df 231 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 6,071 27,598 27,598 6,071 27,598 27,598 2,830 12,865 12,865 2 2,185 9,934 37,531 2,185 9,934 37,531 2,557 11,622 24,487 3 2,031 9,233 46,765 2,031 9,233 46,765 2,292 10,420 34,908 4 1,659 7,542 54,307 1,659 7,542 54,307 2,192 9,963 44,870 5 1,336 6,071 60,378 1,336 6,071 60,378 1,955 8,886 53,757 6 1,154 5,243 65,622 1,154 5,243 65,622 1,820 8,272 62,029 7 1,022 4,648 70,269 1,022 4,648 70,269 1,813 8,241 70,269 8 ,947 4,305 74,574 9 ,859 3,902 78,476 10 ,725 3,296 81,772 11 ,702 3,190 84,962 12 ,601 2,732 87,695 13 ,565 2,569 90,264 14 ,418 1,899 92,162 15 ,325 1,478 93,640 16 ,295 1,342 94,982 17 ,265 1,206 96,188 18 ,238 1,081 97,269 19 ,204 ,926 98,195 20 ,168 ,765 98,960 21 ,141 ,641 99,601 22 ,088 ,399 100,000 SVTH: Nguyễn Thanh Phương Trang 121 Đạ i h ọc Ki nh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Rotated Component Matrixa Component 1 2 3 4 5 6 7 CSCN VIB co dau tu cac phan mem ho tro quan he khach hang ,784 CSCN Cac thiet bi, dung cu, co so ha tang duoc trang bi day du ,695 CN nhan vien VIB hai long ve cong viec hien tai ,674 TC Moi bo phan VIB co xac dinh yeu cau nang luc cho vi tri cong viec cu the ,604 CN Nhan vien VIB hieu ro cong viec cua minh ,822 CN cong tac tuyen dung cua VIB cong bang hop ly ,693 CN Muc do dap ung yeu cau nang luc cua moi bo phan nhan vien VIB cao ,590 CN Muc do dat duoc muc tieu chat luong tai bo phan la tot ,546 CSKH VIB xay dung mot chien luoc KH co dinh huong ro rang ,511 CSKH VIB thuong xuyen co cac hoat dong thu thap y kien phan hoi tu KH ,814 CSKH Thong tin cua khach hang hoan toan duoc bao mat ,796 TC Co su hop tac giua cac bo phan chuc nang voi nhau CSCN Co lich bao tri cho cac thiet bi, co so ha tang ,707 CSCN Co su dong bo hoa giua cac phan mem ho tro quan he khach hang ,695 SVTH: Nguyễn Thanh Phương Trang 122 Đạ i h ọc K inh tế Hu ế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà CSTTKH khong co su chong cheo, mau thuan giua yeu cau cua cac cap quan tri trong qua trinh giao dich voi khach hang ,675 CSTTKH Co xac dinh ro rang cach thuc thong tin hieu qua voi khach hang ,792 CSTTKH Thong tin ve san pham, dich vu luon duoc cung cap day du ,742 CSTTKH co quy dinh ro r?ng cho viec tiep nhan cac yeu cau, khieu nai cua khach hang ,567 VHDN VIB luon tuan thu, noi quy ki luat ,854 VHDN luon co tinh than doi nhom, ho tro lan nhau ,829 VHDN VIB luon no luc, quan tam den khach hang ,878 VHDN VIB luon trung thuc voi khach hang ,697 Phụ lục 3.4 : Kiểm định Cronbach ‘s Alphasau khi xoay nhân tố Reliability Statistics Cronbach's Alpha N of Items ,770 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CSCN VIB co dau tu cac phan mem ho tro quan he khach hang 12,0167 2,559 ,677 ,654 CSCN Cac thiet bi, dung cu, co so ha tang duoc trang bi day du 12,1000 2,702 ,659 ,666 CN nhan vien VIB hai long ve cong viec hien tai 11,6167 3,054 ,487 ,758 TC Moi bo phan VIB co xac dinh yeu cau nang luc cho vi tri cong viec cu the 11,7167 3,223 ,470 ,763 SVTH: Nguyễn Thanh Phương Trang 123 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Reliability Statistics Cronbach's Alpha N of Items ,756 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CN Nhan vien VIB hieu ro cong viec cua minh 16,2000 4,231 ,530 ,710 CN cong tac tuyen dung cua VIB cong bang hop ly 16,0500 4,252 ,498 ,721 CN Muc do dap ung yeu cau nang luc cua moi bo phan nhan vien VIB cao 15,9833 3,813 ,667 ,658 CN Muc do dat duoc muc tieu chat luong tai bo phan la tot 16,0333 4,134 ,427 ,752 CSKH VIB xay dung mot chien luoc KH co dinh huong ro rang 16,1333 4,253 ,512 ,716 Reliability Statistics Cronbach's Alpha N of Items ,778 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CSKH VIB thuong xuyen co cac hoat dong thu thap y kien phan hoi tu KH 7,9500 1,438 ,698 ,611 CSKH Thong tin cua khach hang hoan toan duoc bao mat 7,8167 1,305 ,651 ,660 CSKH VIB xay dung mot chien luoc KH co dinh huong ro rang 7,8333 1,667 ,508 ,807 SVTH: Nguyễn Thanh Phương Trang 124 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Reliability Statistics Cronbach's Alpha N of Items ,778 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CSCN Co su dong bo hoa giua cac phan mem ho tro quan he khach hang 7,6833 1,305 ,602 ,603 CSCN Co lich bao tri cho cac thiet bi, co so ha tang 7,6667 1,379 ,675 ,516 CSTTKH khong co su chong cheo, mau thuan giua yeu cau cua cac cap quan tri trong qua trinh giao dich voi khach hang 7,5833 1,739 ,426 ,795 Reliability Statistics Cronbach's Alpha N of Items ,737 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CSTTKH Co xac dinh ro rang cach thuc thong tin hieu qua voi khach hang 7,6667 1,209 ,549 ,420 CSTTKH Thong tin ve san pham, dich vu luon duoc cung cap day du 7,9833 1,440 ,425 ,598 CSTTKH co quy dinh ro r?ng cho viec tiep nhan cac yeu cau, khieu nai cua khach hang 7,8833 1,461 ,410 ,617 SVTH: Nguyễn Thanh Phương Trang 125 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Reliability Statistics Cronbach's Alpha N of Items ,688 2 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted VIB luon co tinh than doi nhom, ho tro lan nhau 3,5833 ,383 ,542 . a VIB tuan thu noi quy, ki luat 3,7167 ,647 ,542 . a Reliability Statistics Cronbach's Alpha N of Items ,678 2 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted VIB luon trung thuc voi khach hang 3,3833 ,647 ,513 .a VIB luon no luc, quan tam den khach hang 3,6833 ,695 ,513 .a Phụ lục 3.5: Kiểm định phân phối chuẩn. One-Sample Kolmogorov-Smirnov Test Delta2 N 60 Normal Parametersa Mean ,0000 Std. Deviation 2,23607 Most Extreme Differences Absolute ,096 Positive ,096 Negative -,074 Kolmogorov-Smirnov Z ,744 Asymp. Sig. (2-tailed) ,638 SVTH: Nguyễn Thanh Phương Trang 126 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Phụ lục 3.6: Tương quan, hồi quy Correlations Hieu qua cua cong tac CRM ben trong Cac dieu kien dau vao Con nguoi Chinh sach khach hang Cong nghe thong tin Kenh thong tin Hieu qua cua cong tac CRM ben trong Pearson Correlation 1 ,377** ,379** ,461** ,369** ,255* Sig. (2-tailed) ,003 ,003 ,000 ,004 ,049 N 60 60 60 60 60 60 Cac dieu kien dau vao Pearson Correlation ,377** 1 ,000 ,000 ,000 ,000 Sig. (2-tailed) ,003 1,000 1,000 1,000 1,000 N 60 60 60 60 60 60 Con nguoi Pearson Correlation ,379** ,000 1 ,000 ,000 ,000 Sig. (2-tailed) ,003 1,000 1,000 1,000 1,000 N 60 60 60 60 60 60 Chinh sach khach hang Pearson Correlation ,461** ,000 ,000 1 ,000 ,000 Sig. (2-tailed) ,000 1,000 1,000 1,000 1,000 N 60 60 60 60 60 60 Cong nghe thong tin Pearson Correlation ,369** ,000 ,000 ,000 1 ,000 Sig. (2-tailed) ,004 1,000 1,000 1,000 1,000 N 60 60 60 60 60 60 Kenh thong tin Pearson Correlation ,255* ,000 ,000 ,000 ,000 1 Sig. (2-tailed) ,049 1,000 1,000 1,000 1,000 N 60 60 60 60 60 60 Variables Entered/Removeda Model Variables Entered Variables Removed Method 1 Chinh sach khach hang . Stepwise (Criteria: Probability-of-F-to-enter =,100). 2 Con nguoi . Stepwise (Criteria: Probability-of-F-to-enter =,100). 3 Cac dieu kien dau vao . Stepwise (Criteria: Probability-of-F-to-enter =,100). 4 Cong nghe thong tin . Stepwise (Criteria: Probability-of-F-to-enter =,100). 5 Kenh thong tin . Stepwise (Criteria: Probability-of-F-to-enter =,100). a. Dependent Variable: Hieu qua cua cong tac CRM ben trong SVTH: Nguyễn Thanh Phương Trang 127 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà ANOVAf Model Sum of Squares df Mean Square F Sig. 1 Regression 1,289 1 1,289 15,611 ,000a Residual 4,789 58 ,083 Total 6,078 59 2 Regression 2,162 2 1,081 15,731 ,000b Residual 3,917 57 ,069 Total 6,078 59 3 Regression 3,025 3 1,008 18,493 ,000c Residual 3,053 56 ,055 Total 6,078 59 4 Regression 3,853 4 ,963 23,810 ,000d Residual 2,225 55 ,040 Total 6,078 59 5 Regression 4,249 5 ,850 25,090 ,000e Residual 1,829 54 ,034 Total 6,078 59 Coefficientsa Model Unstandardized Coefficients Standardized Coefficients t Sig. B Std. Error Beta 1 (Constant) 3,917 ,037 105,599 ,000 Chinh sach khach hang ,148 ,037 ,461 3,951 ,000 2 (Constant) 3,917 ,034 115,763 ,000 Chinh sach khach hang ,148 ,034 ,461 4,331 ,000 Con nguoi ,122 ,034 ,379 3,564 ,001 3 (Constant) 3,917 ,030 129,952 ,000 Chinh sach khach hang ,148 ,030 ,461 4,862 ,000 Con nguoi ,122 ,030 ,379 4,001 ,000 Cac dieu kien dau vao ,121 ,030 ,377 3,979 ,000 4 (Constant) 3,917 ,026 150,862 ,000 Chinh sach khach hang ,148 ,026 ,461 5,645 ,000 Con nguoi ,122 ,026 ,379 4,645 ,000 Cac dieu kien dau vao ,121 ,026 ,377 4,619 ,000 Cong nghe thong tin ,118 ,026 ,369 4,524 ,000 5 (Constant) 3,917 ,024 164,878 ,000 Chinh sach khach hang ,148 ,024 ,461 6,169 ,000 Con nguoi ,122 ,024 ,379 5,076 ,000 Cac dieu kien dau vao ,121 ,024 ,377 5,048 ,000 Cong nghe thong tin ,118 ,024 ,369 4,945 ,000 Kenh thong tin ,082 ,024 ,255 3,420 ,001 a. Dependent Variable: Hieu qua cua cong tac CRM ben trong SVTH: Nguyễn Thanh Phương Trang 128 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Phụ lục 3.7: Kiểm định cronbach ‘s Alphacác nhân tố bên ngoài Reliability Statistics Cronbach's Alpha N of Items ,652 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted TH1 Cam thay an tam khi giao dich tai VIB 10,0382 6,806 ,466 ,564 TH2 VIB cung cap nhung san pham dich vu da dang 10,4580 5,927 ,497 ,537 TH3 Nhung cam ket cua VIB luon duoc thuc hien tot 10,0229 5,899 ,627 ,446 TH4 VIB la mot trong nhung ngan hang lon tai Viet Nam 10,7023 7,965 ,189 ,740 Reliability Statistics Cronbach's Alpha N of Items ,768 5 Item-Total Statistics Scale Mean if Item Deleted Scale Varianc e if Item Deleted Correc ted Item- Total Correl ation Cronb ach's Alpha if Item Delete d DV1 Thoi gian cho doi de duoc phuc vu tai ngan hang ngan 13,6947 10,152 ,634 ,692 DV2 Thoi gian xu ly cac van de phat sinh la nhanh chong 13,7176 10,343 ,511 ,739 DV3 Cac dia diem tai ngan hang VIB Hue la thuan tien 13,5038 10,698 ,565 ,717 DV4 Cac kenh lien lac VIB la thong suot 13,3130 11,063 ,538 ,727 DV5 Dich vu cham soc khach hang cua VIB rat chu dao 13,1908 11,863 ,456 ,753 SVTH: Nguyễn Thanh Phương Trang 129 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Reliability Statistics Cronbach's Alpha N of Items ,775 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted NV giai dap thac mac ro rang nhanh chong 7,2595 3,117 ,568 ,741 NV co trinh do chuyen mon, lang nghe va tiep nhan y kien tu phia khach hang 7,3969 2,764 ,638 ,664 NV luon giu dung loi hua va trung thuc voi khach hang 7,3893 2,963 ,625 ,679 Reliability Statistics Cronbach's Alpha N of Items ,853 6 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted Viec giai quyet khieu nai duoc giai quyet nhanh chong, thoa dang 17,6412 17,078 ,559 ,843 De dang tiep can thong tin 17,8015 14,914 ,753 ,805 San pham, dich vu phu hop voi nhu cau rieng cua khach hang 17,6336 17,557 ,532 ,847 Thong tin ve cac chuong trinh, khuyen mai, dich vu duoc thong bao kip thoi va chinh xac 17,7939 15,950 ,706 ,816 Quan tam den cac ngay le ngay dac biet cua khach hang 17,8092 15,525 ,706 ,815 Website day du thong tin 17,8473 16,700 ,577 ,840 Reliability Statistics Cronbach's Alpha N of Items ,872 3 Item Statistics Mean Std. Deviation N Toi se hai long ve hai long ve nhung gi duoc phu vu tai VIB 3,7863 ,74429 131 Toi se gioi thieu VIB cho ban be, nguoi than, dong nghiep 3,7557 ,90377 131 Toi se tiep tuc giao dich voi VIB 3,6641 ,89966 131 SVTH: Nguyễn Thanh Phương Trang 130 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Phụ lục 3.8: Xoay các nhân tố bên trong nội bộ. Xoay lần 1: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,868 Bartlett's Test of Sphericity Approx. Chi-Square 1,212E3 Df 153 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 7,640 42,444 42,444 7,640 42,444 42,444 4,277 23,761 23,761 2 1,536 8,536 50,980 1,536 8,536 50,980 2,953 16,406 40,167 3 1,290 7,167 58,147 1,290 7,167 58,147 2,940 16,334 56,502 4 1,029 5,715 63,862 1,029 5,715 63,862 1,325 7,360 63,862 5 ,915 5,082 68,944 6 ,839 4,664 73,608 7 ,698 3,879 77,486 8 ,642 3,565 81,052 9 ,573 3,183 84,234 10 ,550 3,058 87,292 11 ,424 2,356 89,648 12 ,367 2,040 91,688 13 ,350 1,947 93,635 14 ,279 1,548 95,182 15 ,261 1,453 96,635 16 ,246 1,365 98,000 17 ,196 1,088 99,087 18 ,164 ,913 100,000 Rotated Component Matrixa Component 1 2 3 4 Quan tam den cac ngay le ngay dac biet cua khach hang ,769 De dang tiep can thong tin ,764 San pham, dich vu phu hop voi nhu cau rieng cua khach hang ,744 Thong tin ve cac chuong trinh, khuyen mai, dich vu duoc thong bao kip thoi va chinh xac ,733 SVTH: Nguyễn Thanh Phương Trang 131 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà NV co trinh do chuyen mon, lang nghe va tiep nhan y kien tu phia khach hang ,614 NV giai dap thac mac ro rang nhanh chong ,587 NV luon giu dung loi hua va trung thuc voi khach hang ,564 Viec giai quyet khieu nai duoc giai quyet nhanh chong, thoa dang ,530 ,518 Website day du thong tin DV1 Thoi gian cho doi de duoc phuc vu tai ngan hang ngan ,750 DV3 Cac dia diem tai ngan hang VIB Hue la thuan tien ,661 DV5 Dich vu cham soc khach hang cua VIB rat chu dao ,607 DV2 Thoi gian xu ly cac van de phat sinh la nhanh chong ,575 ,511 DV4 Cac kenh lien lac VIB la thong suot ,564 TH2 VIB cung cap nhung san pham dich vu da dang ,816 TH3 Nhung cam ket cua VIB luon duoc thuc hien tot ,749 TH1 Cam thay an tam khi giao dich tai VIB ,635 TH4 VIB la mot trong nhung ngan hang lon tai Viet Nam ,819 Xoay nhân tố lần 2; KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,867 Bartlett's Test of Sphericity Approx. Chi-Square 1,051E3 Df 120 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 6,968 43,552 43,552 6,968 43,552 43,552 3,992 24,948 24,948 2 1,440 8,997 52,549 1,440 8,997 52,549 2,821 17,632 42,580 3 1,195 7,470 60,019 1,195 7,470 60,019 2,790 17,439 60,019 4 ,947 5,917 65,936 5 ,846 5,286 71,223 6 ,805 5,032 76,255 7 ,651 4,069 80,324 8 ,626 3,913 84,237 9 ,474 2,964 87,201 10 ,415 2,595 89,796 11 ,373 2,330 92,126 12 ,347 2,167 94,293 13 ,265 1,657 95,951 14 ,251 1,571 97,522 15 ,223 1,394 98,917 SVTH: Nguyễn Thanh Phương Trang 132 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 6,968 43,552 43,552 6,968 43,552 43,552 3,992 24,948 24,948 2 1,440 8,997 52,549 1,440 8,997 52,549 2,821 17,632 42,580 3 1,195 7,470 60,019 1,195 7,470 60,019 2,790 17,439 60,019 4 ,947 5,917 65,936 5 ,846 5,286 71,223 6 ,805 5,032 76,255 7 ,651 4,069 80,324 8 ,626 3,913 84,237 9 ,474 2,964 87,201 10 ,415 2,595 89,796 11 ,373 2,330 92,126 12 ,347 2,167 94,293 13 ,265 1,657 95,951 14 ,251 1,571 97,522 15 ,223 1,394 98,917 16 ,173 1,083 100,000 Rotated Component Matrixa Component 1 2 3 Quan tam den cac ngay le ngay dac biet cua khach hang ,795 Thong tin ve cac chuong trinh, khuyen mai, dich vu duoc thong bao kip thoi va chinh xac ,744 San pham, dich vu phu hop voi nhu cau rieng cua khach hang ,741 De dang tiep can thong tin ,741 NV giai dap thac mac ro rang nhanh chong ,592 NV co trinh do chuyen mon, lang nghe va tiep nhan y kien tu phia khach hang ,576 NV luon giu dung loi hua va trung thuc voi khach hang ,557 Website day du thong tin DV1 Thoi gian cho doi de duoc phuc vu tai ngan hang ngan ,808 DV3 Cac dia diem tai ngan hang VIB Hue la thuan tien ,722 TH4 VIB la mot trong nhung ngan hang lon tai Viet Nam ,672 DV5 Dich vu cham soc khach hang cua VIB rat chu dao ,545 TH2 VIB cung cap nhung san pham dich vu da dang ,815 TH3 Nhung cam ket cua VIB luon duoc thuc hien tot ,769 TH1 Cam thay an tam khi giao dich tai VIB ,693 DV4 Cac kenh lien lac VIB la thong suot SVTH: Nguyễn Thanh Phương Trang 133 Đạ i ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Xoay nhân tố lần 3: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,857 Bartlett's Test of Sphericity Approx. Chi-Square 850,332 df 91 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 6,077 43,404 43,404 6,077 43,404 43,404 3,828 27,341 27,341 2 1,427 10,190 53,594 1,427 10,190 53,594 2,516 17,973 45,314 3 1,178 8,411 62,005 1,178 8,411 62,005 2,337 16,691 62,005 4 ,817 5,837 67,842 5 ,785 5,606 73,449 6 ,702 5,015 78,464 7 ,613 4,377 82,841 8 ,484 3,456 86,297 9 ,450 3,214 89,511 10 ,411 2,938 92,449 11 ,365 2,606 95,055 12 ,283 2,019 97,075 13 ,225 1,605 98,680 14 ,185 1,320 100,000 Rotated Component Matrixa Component 1 2 3 Quan tam den cac ngay le ngay dac biet cua khach hang ,785 San pham, dich vu phu hop voi nhu cau rieng cua khach hang ,772 De dang tiep can thong tin ,740 Thong tin ve cac chuong trinh, khuyen mai, dich vu duoc thong bao kip thoi va chinh xac ,738 NV co trinh do chuyen mon, lang nghe va tiep nhan y kien tu phia khach hang ,612 NV luon giu dung loi hua va trung thuc voi khach hang ,599 NV giai dap thac mac ro rang nhanh chong ,590 DV1 Thoi gian cho doi de duoc phuc vu tai ngan hang ngan ,809 DV3 Cac dia diem tai ngan hang VIB Hue la thuan tien ,733 TH4 VIB la mot trong nhung ngan hang lon tai Viet Nam ,682 DV5 Dich vu cham soc khach hang cua VIB rat chu dao ,556 TH2 VIB cung cap nhung san pham dich vu da dang ,823 TH3 Nhung cam ket cua VIB luon duoc thuc hien tot ,802 TH1 Cam thay an tam khi giao dich tai VIB ,683 SVTH: Nguyễn Thanh Phương Trang 134 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Phụ lục 3.9: Xoay nhân tố nhóm biến phụ thuộc KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,736 Bartlett's Test of Sphericity Approx. Chi-Square 201,913 df 3 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % 1 2,407 80,230 80,230 2,407 80,230 80,230 2 ,341 11,366 91,596 3 ,252 8,404 100,000 Phụ lục 3.10: Kiểm định phân phối chuẩn One-Sample Kolmogorov-Smirnov Test Delta N 131 Normal Parametersa Mean ,0000 Std. Deviation 1,73205 Most Extreme Differences Absolute ,054 Positive ,054 Negative -,046 Kolmogorov-Smirnov Z ,621 Asymp. Sig. (2-tailed) ,835 Phụ lục 3.11: Kiểm định cronbach-anphasaukhi xoay Reliability Statistics Cronbach's Alpha N of Items ,868 6 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted Quan tam den cac ngay le ngay dac biet cua khach hang 18,2061 15,257 ,635 ,851 San pham, dich vu phu hop voi nhu cau rieng cua khach hang 18,0305 16,045 ,632 ,851 SVTH: Nguyễn Thanh Phương Trang 135 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Thong tin ve cac chuong trinh, khuyen mai, dich vu duoc thong bao kip thoi va chinh xac 18,1908 14,940 ,740 ,831 NV co trinh do chuyen mon, lang nghe va tiep nhan y kien tu phia khach hang 18,0763 15,456 ,670 ,844 NV luon giu dung loi hua va trung thuc voi khach hang 18,0687 15,864 ,661 ,846 NV giai dap thac mac ro rang nhanh chong 17,9389 15,919 ,655 ,847 Reliability Statistics Cronbach's Alpha N of Items ,731 4 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted DV1 Thoi gian cho doi de duoc phuc vu tai ngan hang ngan 10,0534 5,959 ,639 ,598 DV3 Cac dia diem tai ngan hang VIB Hue la thuan tien 9,8626 6,258 ,595 ,627 TH4 VIB la mot trong nhung ngan hang lon tai Viet Nam 10,1756 6,746 ,432 ,726 DV5 Dich vu cham soc khach hang cua VIB rat chu dao 9,5496 7,403 ,434 ,717 Reliability Statistics Cronbach's Alpha N of Items ,740 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted TH1 Cam thay an tam khi giao dich tai VIB 7,0000 4,400 ,530 ,695 TH2 VIB cung cap nhung san pham dich vu da dang 7,4198 3,738 ,535 ,700 TH3 Nhung cam ket cua VIB luon duoc thuc hien tot 6,9847 3,861 ,642 ,566 Phụ lục 3.12: Tương quan hồi quy các nhân tố bên ngoài Tương quan Correlations Chinh sach ban hang cua VIB Chinh sach dich vu Thuong hieu VIB Hieu qua CRM ben ngoai Chinh sach ban hang cua VIB Pearson Correlation 1 ,000 ,000 ,652** Sig. (2-tailed) 1,000 1,000 ,000 N 131 131 131 131 SVTH: Nguyễn Thanh Phương Trang 136 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Chinh sach dich vu Pearson Correlation ,000 1 ,000 ,189* Sig. (2-tailed) 1,000 1,000 ,031 N 131 131 131 131 Thuong hieu VIB Pearson Correlation ,000 ,000 1 ,235** Sig. (2-tailed) 1,000 1,000 ,007 N 131 131 131 131 Hieu qua CRM ben ngoai Pearson Correlation ,652** ,189* ,235** 1 Sig. (2-tailed) ,000 ,031 ,007 N 131 131 131 131 Tương quan, hồi quy Variables Entered/Removeda Model Variables Entered Variables Removed Method 1 Chinh sach ban hang cua VIB . Stepwise (Criteria: Probability-of-F- to-enter <=,050, Probability-of-F-to- remove >=,100). 2 Thuong hieu VIB . Stepwise (Criteria: Probability-of-F- to-enter <=,050, Probability-of-F-to- remove >=,100). 3 Chinh sach dich vu . Stepwise (Criteria: Probability-of-F- to-enter <=,050, Probability-of-F-to- remove >=,100). a. Dependent Variable: Hieu qua CRM Model Summaryd Model R R Square Adjusted R Square Std. Error of the Estimate Change Statistics Durbin- Watson R Square Change F Change df1 df2 Sig. F Change 1 ,652a ,425 ,420 ,76132096 ,425 95,289 1 129 ,000 2 ,693b ,480 ,472 ,72664389 ,055 13,606 1 128 ,000 3 ,718c ,516 ,504 ,70407463 ,036 9,338 1 127 ,003 1.878 ANOVAd Model Sum of Squares df Mean Square F Sig. 1 Regression 55,230 1 55,230 95,289 ,000a Residual 74,770 129 ,580 Total 130,000 130 2 Regression 62,415 2 31,207 59,103 ,000b Residual 67,585 128 ,528 Total 130,000 130 3 Regression 67,043 3 22,348 45,081 ,000c Residual 62,957 127 ,496 Total 130,000 130 SVTH: Nguyễn Thanh Phương Trang 137 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Coefficientsa Model Unstandardized Coefficients Standardized Coefficients t Sig. B Std. Error Beta 1 (Constant) 1,344E-16 ,067 ,000 1,000 Chinh sach ban hang cua VIB ,652 ,067 ,652 9,762 ,000 2 (Constant) 1,337E-16 ,063 ,000 1,000 Chinh sach ban hang cua VIB ,652 ,064 ,652 10,227 ,000 Thuong hieu VIB ,235 ,064 ,235 3,689 ,000 3 (Constant) 1,596E-16 ,062 ,000 1,000 Chinh sach ban hang cua VIB ,652 ,062 ,652 10,555 ,000 Thuong hieu VIB ,235 ,062 ,235 3,807 ,000 Chinh sach dich vu ,189 ,062 ,189 3,056 ,003 Dependent Variable: Hieu qua CRM Phụ lục 3.13 : Kiểm đinh independent & ANOVA Kiểm đinh independent T-test Group Statistics Gioi tinh N Mean Std. Deviation Std. Error Mean GF1 nam 48 -,0439 1,17719 ,16991 nu 83 ,0254 ,88843 ,09752 Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t Df Sig. (2- tailed) Mean Difference Std. Error Difference 95% Confidence Interval of the Difference Lower Upper GF1 Equal variances assumed 3,577 ,061 -,381 129 ,704 -,06929 ,18193 -,42925 ,29067 Equal variances not assumed -,354 78,199 ,725 -,06929 ,19591 -,45930 ,32072 SVTH: Nguyễn Thanh Phương Trang 138 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Kiểm định ANOVA Descriptives Chinh sach tuong tác khach hang N Mean Std. Deviation Std. Error 95% Confidence Interval for Mean Minimum Maximum Lower Bound Upper Bound <10 trieu dong 45 -,0102 1,08206 ,16130 -,3353 ,3149 -3,25 1,62 10 trieu dong-50 trieu dong 48 -,2300 ,96144 ,13877 -,5092 ,0492 -2,69 1,16 50 trieu dong - 100 trieu dong 23 ,2956 ,84354 ,17589 -,0691 ,6604 -2,01 1,34 100 trieu dong-1 ty 8 ,1325 1,17020 ,41373 -,8458 1,1108 -1,43 2,55 >1 ty 7 ,5197 ,73169 ,27655 -,1570 1,1964 -,99 1,15 Total 131 ,0000 1,00000 ,08737 -,1729 ,1729 -3,25 2,55 Test of Homogeneity of Variances Chinh sach tuong tac voi khach hang Levene Statistic df1 df2 Sig. ,625 4 126 ,645 ANOVA Chinh sach tuong tac voi khach hang Sum of Squares df Mean Square F Sig. Between Groups 6,585 4 1,646 1,681 ,159 Within Groups 123,415 126 ,979 Total 130,000 130 Descriptives Chinh sach tuong tac voi khach hang N Mean Std. Deviation Std. Error 95% Confidence Interval for Mean Minimum Maximum Lower Bound Upper Bound Hoc sinh, sinh vien 11 ,1000027 ,92445557 ,27873384 -,5210550 ,7210604 -1,79052 1,62387 Kinh doanh, buon ban 53 -7,4741833E-2 ,99529646 ,13671448 -,3490795 ,1995958 -3,24940 1,37030 CBCNVC 38 2,0338715E-1 ,95600859 ,15508507 -,1108450 ,5176194 -2,68535 2,54975 SVTH: Nguyễn Thanh Phương Trang 139 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Lao dong pho thong 11 -3,5273271E-1 1,18799373 ,35819359 -1,1508378 ,4453723 -2,20208 ,95775 huu tri, noi tro 18 -5,4853609E-2 1,04632461 ,24662108 -,5751786 ,4654714 -2,15848 1,27114 Total 131 7,1189873E-17 1,00000000 ,08737041 -,1728519 ,1728519 -3,24940 2,54975 Test of Homogeneity of Variances Chinh sach tuong tac voi khach hang Levene Statistic df1 df2 Sig. 1,267 4 126 ,286 ANOVA Chinh sach tuong tac voi khach hang Sum of Squares df Mean Square F Sig. Between Groups 3,401 4 ,850 ,846 ,498 Within Groups 126,599 126 1,005 Total 130,000 130 Phụ lục 3.14 : Phân tích xu hướng Tiep tuc giao dich voi VIB trong tuong lai Frequency Percent Valid Percent Cumulative Percent Valid Khong dong y 11 7,3 8,4 8,4 Trung lap 6 4,0 4,6 13,0 Dong y 102 68,0 77,9 90,8 Hoan toan dong y 12 8,0 9,2 100,0 Total 131 87,3 100,0 Missing 9 19 12,7 Total 150 100,0 Khong chuyen qua ngan hang khac Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 8 5,3 6,1 6,1 Khong dong y 41 27,3 31,3 37,4 Trung lap 16 10,7 12,2 49,6 Dong y 64 42,7 48,9 98,5 Hoan toan dong y 2 1,3 1,5 100,0 Total 131 87,3 100,0 Missing 9 19 12,7 Total 150 100,0 SVTH: Nguyễn Thanh Phương Trang 140 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà Van se tim den VIB khi co nhu cau moi phat sinh Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 1 ,7 ,8 ,8 Khong dong y 4 2,7 3,1 3,8 Trung lap 8 5,3 6,1 9,9 Dong y 90 60,0 68,7 78,6 Hoan toan dong y 28 18,7 21,4 100,0 Total 131 87,3 100,0 Missing 9 19 12,7 Total 150 100,0 SVTH: Nguyễn Thanh Phương Trang 141 Đạ i h ọc K inh tế H uế Khóa luận tốt nghiệp GVHD: PGS.TS. Thái Thanh Hà CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM Độc lập – Tự do – Hạnh Phúc -------------o0o------------------- GIẤY XÁC NHẬN THỰC TẬP Tôi tên là: Nguyễn Thanh Phương Trang Sinh viên lớp K44B Quản Trị Kinh Doanh Tổng Hợp - Trường Đại học Kinh Tế Huế đã đến thực tập tại phòng Khách hàng Cá Nhân, Ngân hàng TMCP Quốc Tế Việt Nam – Chi nhánh Huế từ ngày 10/02/2014 đến 10/05/2014. Đề tài thực tập: Phân tích các nhân tố ảnh hưởng đến hiệu quả công tác quản trị quan hệ khách hàng của ngân hàng TMCP Quốc Tế Việt Nam- VIB chi nhánh Thừa Thiên Huế Trong quá trình thực tập, sinh viên Nguyễn Thanh Phương Trang đã thực hiện tốt các quy định dành cho sinh viên thực tập, nắm bắt được các quy trình nghiệp vụ cơ bản của Ngân hàng. Đánh giá kết quả kỳ thực tập: Tốt Huế, ngày tháng 05 năm 2014 Giám đốc chi nhánh VIB Phan Duy Mỹ SVTH: Nguyễn Thanh Phương Trang 142 Đạ i h ọc K inh tế H uế