Khóa luận Xác định các yếu tố ảnh hưởng đến hành vi khách hàng cá nhân sử dụng dịch vụ tiền gửi tại ngân hàng thương mại cổ phần đầu tư và phát triển Việt Nam - Chi nhánh Huế

o nhieu chuong trinh khuyen mai Frequency Percent Valid Percent Cumulative Percent Valid co 66 47,1 47,1 47,1 khong 74 52,9 52,9 100,0 Total 140 100,0 100,0 dich vu tot co uy tin Frequency Percent Valid Percent Cumulative Percent Valid co 64 45,7 45,7 45,7 khong 76 54,3 54,3 100,0 Total 140 100,0 100,0 an toan, kha nag tai chinh manh Frequency Percent Valid Percent Cumulative Percent Valid co 86 61,4 61,4 61,4 khong 54 38,6 38,6 100,0 Total 140 100,0 100,0 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing thuong xuyen quang cao tren tivi, bao dai Frequency Percent Valid Percent Cumulative Percent Valid co 4 2,9 2,9 2,9 khong 136 97,1 97,1 100,0 Total 140 100,0 100,0 thong tin khac Frequency Percent Valid Percent Cumulative Percent Valid khong 140 100,0 100,0 100,0 Phụ lục 2. Kênh thông tin nhận biết về ngân hàng BIDV chi nhánh gia dinh, ban be, nguoi than anh huong den quyet dinh cua anh/chi Frequency Percent Valid Percent Cumulative Percent Valid Co 131 93,6 93,6 93,6 khong 9 6,4 6,4 100,0 Total 140 100,0 100,0 cac buoi hoi nghi ve tien gui anh huong den quyet dinh cua anh/chi Frequency Percent Valid Percent Cumulative Percent Valid Co 50 35,7 35,7 35,7 khong 90 64,3 64,3 100,0 Total 140 100,0 100,0 thong tin tren cac phuong tien truyen thong,internet Frequency Percent Valid Percent Cumulative Percent Valid Co 39 27,9 27,9 27,9 khong 101 72,1 72,1 100,0 Total 140 100,0 100,0 nhan vien tu van cua ngan hang anh huong den quyet dinh cua anh/chi Frequency Percent Valid Percent Cumulative Percent SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Valid Co 68 48,6 48,6 48,6 khong 72 51,4 51,4 100,0 Total 140 100,0 100,0 thong tin khac nah huong den quyet dinh cua anh/chi Frequency Percent Valid Percent Cumulative Percent Valid co 4 2,9 2,9 2,9 khong 136 97,1 97,1 100,0 Total 140 100,0 100,0 Phụ lục 3 Lý do chọn sử dụng dịch vụ tiền gửi ngân hàng quyet dinh su dung tien gui de tranh rui ro khi de o nha Frequency Percent Valid Percent Cumulative Percent Valid co 123 87,9 87,9 87,9 khong 17 12,1 12,1 100,0 Total 140 100,0 100,0 quyet dinh su dung tien gui de huong lai suat cao Frequency Percent Valid Percent Cumulative Percent Valid co 122 87,1 87,1 87,1 khong 18 12,9 12,9 100,0 Total 140 100,0 100,0 thuan tien trong giao dich lam an Frequency Percent Valid Percent Cumulative Percent Valid co 78 55,7 55,7 55,7 khong 62 44,3 44,3 100,0 Total 140 100,0 100,0 theo xu huong, phong trao thay nguoi khac gui thi gui Frequency Percent Valid Percent Cumulative Percent Valid co 13 9,3 9,3 9,3 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing khong 127 90,7 90,7 100,0 Total 140 100,0 100,0 quyet dinh su dung tien gui de on dinh tai chinh cho gia dinh Frequency Percent Valid Percent Cumulative Percent Valid co 53 37,9 37,9 37,9 khong 87 62,1 62,1 100,0 Total 140 100,0 100,0 quyet dinh su dung dich vu vi ly do khac Frequency Percent Valid Percent Cumulative Percent Valid co 3 2,1 2,1 2,1 khong 137 97,9 97,9 100,0 Total 140 100,0 100,0 Phụ lục 4 Nhận thức của khách hàng về dịch vụ tiền gửi Kiểm định tính phân phối chuẩn của số liệu (phụ lục 4.1) Statistics la hinh thuc dau tu tot cho tuong lai la hinh thuc dau tu tot nhat dam bao an toan, tranh matb cap, truot gia rat co loi vi gui tien it nhung lai co loi nhieu nhu cau tien gui tang tuy thuoc vao nhau cau cua thi truong N Valid 140 140 140 140 140 Missing 0 0 0 0 0 Skewness ,779 -,099 ,805 ,058 ,011 Std. Error of Skewness ,205 ,205 ,205 ,205 ,205 Kurtosis ,125 -,809 ,473 ,142 ,618 Std. Error of Kurtosis ,407 ,407 ,407 ,407 ,407 Kiểm định One sample t test (phụ lục 4.2) One-Sample Statistics N Mean Std. Deviation Std. Error Mean la hinh thuc dau tu tot cho tuong lai 140 2,19 ,926 ,078 la hinh thuc dau tu tot nhat 140 2,94 1,047 ,089 dam bao an toan, tranh matb cap, truot gia 140 2,09 ,959 ,081 rat co loi vi gui tien it nhung lai co loi nhieu 140 3,14 ,875 ,074 nhu cau tien gui tang tuy thuoc vao nhau cau cua thi truong 140 3,30 ,854 ,072 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing One-Sample Test Test Value = 3 t df Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper la hinh thuc dau tu tot cho tuong lai -10,405 139 ,000 -,814 -,97 -,66 la hinh thuc dau tu tot nhat -,726 139 ,469 -,064 -,24 ,11 ĐB an toan, tranh matb cap, truot gia -11,194 139 ,000 -,907 -1,07 -,75 Phu lục 4.3 la hinh thuc dau tu tot cho tuong lai Frequency Percent Valid Percent Cumulative Percent Valid rat dung 29 20,7 20,7 20,7 Dung 75 53,6 53,6 74,3 khong ro 18 12,9 12,9 87,1 khong dung 17 12,1 12,1 99,3 rat khong dung 1 ,7 ,7 100,0 Total 140 100,0 100,0 la hinh thuc dau tu tot nhat Frequency Percent Valid Percent Cumulative Percent Valid rat dung 12 8,6 8,6 8,6 Dung 39 27,9 27,9 36,4 khong ro 41 29,3 29,3 65,7 khong dung 42 30,0 30,0 95,7 rat khong dung 6 4,3 4,3 100,0 Total 140 100,0 100,0 dam bao an toan, tranh matb cap, truot gia Frequency Percent Valid Percent Cumulative Percent Valid rat dung 41 29,3 29,3 29,3 Dung 59 42,1 42,1 71,4 khong ro 29 20,7 20,7 92,1 khong dung 8 5,7 5,7 97,9 rat khong dung 3 2,1 2,1 100,0 Total 140 100,0 100,0 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing rat co loi vi gui tien it nhung lai co loi nhieu Frequency Percent Valid Percent Cumulative Percent Valid rat dung 4 2,9 2,9 2,9 Dung 24 17,1 17,1 20,0 khong ro 70 50,0 50,0 70,0 khong dung 33 23,6 23,6 93,6 rat khong dung 9 6,4 6,4 100,0 Total 140 100,0 100,0 nhu cau tien gui tang tuy thuoc vao nhau cau cua thi truong Frequency Percent Valid Percent Cumulative Percent Valid rat dung 4 2,9 2,9 2,9 Dung 11 7,9 7,9 10,7 khong ro 77 55,0 55,0 65,7 khong dung 35 25,0 25,0 90,7 rat khong dung 13 9,3 9,3 100,0 Total 140 100,0 100,0 One-Sample Test Test Value = 4 t Df Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper rat co loi vi gui tien it nhung lai co loi nhieu -11,687 139 ,000 -,864 -1,01 -,72 nhu cau tien gui tang tuy thuoc vao nhau cau cua thi truong -9,697 139 ,000 -,700 -,84 -,56 Phụ lục 5 Phân tích nhân tố lần 1 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,840 Bartlett's Test of Sphericity Approx. Chi-Square 1,869E3 Df 378 Sig. ,000 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Rotated Component Matrixa Component 1 2 3 4 5 6 7 khach hang gui tien de sinh loi ,758 dam bao tai san cho ban than ,740 luon huong den loi ich cua khach hang va xa hoi ,734 la mot thuong hieu noi tieng ,711 thuan tien trong giao dich lam an ,607 thoi gian xu ly ho so, thu tuc nhanh chong ,732 ho so, thu tucgiao dich don gian ,729 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac ,629 ty le lai suat ngan hang la hop ly, on dinh ,623 muc lai suat ngan hang dang ap dung co tinh canh tranh ,567 cap nhap lai suat it nhat 3 thang/1lan de khach hang de theo doi muc do bao mat thong tin cho khach hang tot ,821 nhan vien giai dap thac mac, tu van day du, ro rang cho khach ,765 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,640 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau ,636 giai quyet tot cac van de cua khach hang ,553 phuc vu nhanh chong ,513 thai do nhan vien tai ngan hang BIDV tiep don niem no, nhiet tinh ,726 nhan vien phuc vu vui ve khi dong khach ,660 phong cach lam viec chuyen nghiep, nghiem tuc ,615 nhan vien co tinh than trach nhiem cao, dap ung moi nhu cau cua khach ,611 nhan vien biet lang nghe suy nghi cua khach hang ,581 co so vat chat, phuong tien giao dich rat tot hien dai ,820 dia diem giao dich tai ngan hang BIDV thuan tien ,814 khong gian giao dich thoai mai, de chiu ,737 bai do xe thoang mat ,809 nhan vien thuong xuyen mac dong phuc, trang phuc gon gang ,757 la mot trong nhung ngan hang duoc thanh lap lau nam -,527 ,543 a. Rotation converged in 9 iterations. SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phân tích EFA lần 2 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,840 Bartlett's Test of Sphericity Approx. Chi-Square 1,825E3 Df 351 Sig. ,000 Rotated Component Matrixa Component 1 2 3 4 5 6 7 khach hang gui tien de sinh loi ,759 dam bao tai san cho ban than ,750 luon huong den loi ich cua khach hang va xa hoi ,722 la mot thuong hieu noi tieng ,692 thuan tien trong giao dich lam an ,617 muc do bao mat thong tin cho khach hang tot ,813 nhan vien giai dap thac mac, tu van day du, ro rang cho khach ,751 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,689 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau ,660 giai quyet tot cac van de cua khach hang ,575 phuc vu nhanh chong ,503 thoi gian xu ly ho so, thu tuc nhanh chong ,757 ho so, thu tucgiao dich don gian ,714 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac ,651 ty le lai suat ngan hang la hop ly, on dinh ,627 muc lai suat ngan hang dang ap dung co tinh canh tranh ,626 thai do nhan vien tai ngan hang BIDV tiep don niem no, nhiet tinh ,712 nhan vien phuc vu vui ve khi dong khach ,660 phong cach lam viec chuyen nghiep, nghiem tuc ,635 nhan vien co tinh than trach nhiem cao, dap ung moi nhu cau cua khach ,620 nhan vien biet lang nghe suy nghi cua khach hang ,569 co so vat chat, phuong tien giao dich rat tot hien dai ,821 dia diem giao dich tai ngan hang BIDV thuan tien ,815 khong gian giao dich thoai mai, de chiu ,739 bai do xe thoang mat ,833 nhan vien thuong xuyen mac dong phuc, trang phuc gon gang ,725 la mot trong nhung ngan hang duoc thanh lap lau nam ,608 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phân tích EFA lần 3 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,847 Bartlett's Test of Sphericity Approx. Chi-Square 1,766E3 Df 325 Sig. ,000 Rotated Component Matrixa Component 1 2 3 4 5 6 khach hang gui tien de sinh loi ,754 dam bao tai san cho ban than ,753 luon huong den loi ich cua khach hang va xa hoi ,715 la mot thuong hieu noi tieng ,693 thuan tien trong giao dich lam an ,619 thoi gian xu ly ho so, thu tuc nhanh chong ,766 ho so, thu tucgiao dich don gian ,714 ty le lai suat ngan hang la hop ly, on dinh ,666 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac ,650 muc lai suat ngan hang dang ap dung co tinh canh tranh ,629 muc do bao mat thong tin cho khach hang tot ,818 nhan vien giai dap thac mac, tu van day du, ro rang cho khach ,747 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,684 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau ,654 giai quyet tot cac van de cua khach hang ,567 phuc vu nhanh chong thai do nhan vien tai ngan hang BIDV tiep don niem no, nhiet tinh ,711 nhan vien phuc vu vui ve khi dong khach ,642 nhan vien co tinh than trach nhiem cao, dap ung moi nhu cau cua khach ,633 phong cach lam viec chuyen nghiep, nghiem tuc ,631 nhan vien biet lang nghe suy nghi cua khach hang ,566 co so vat chat, phuong tien giao dich rat tot hien dai ,817 dia diem giao dich tai ngan hang BIDV thuan tien ,812 khong gian giao dich thoai mai, de chiu ,752 la mot trong nhung ngan hang duoc thanh lap lau nam ,802 nhan vien thuong xuyen mac dong phuc, trang phuc gon gang Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phân tích EFA lần 4 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,856 Bartlett's Test of Sphericity Approx. Chi-Square 1,733E3 df 300 Sig. ,000 Rotated Component Matrixa Component 1 2 3 4 5 6 khach hang gui tien de sinh loi ,776 dam bao tai san cho ban than ,753 luon huong den loi ich cua khach hang va xa hoi ,728 la mot thuong hieu noi tieng ,659 thuan tien trong giao dich lam an ,624 thoi gian xu ly ho so, thu tuc nhanh chong ,759 ho so, thu tucgiao dich don gian ,702 ty le lai suat ngan hang la hop ly, on dinh ,685 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac ,648 muc lai suat ngan hang dang ap dung co tinh canh tranh ,637 muc do bao mat thong tin cho khach hang tot ,810 nhan vien giai dap thac mac, tu van day du, ro rang cho khach ,748 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,689 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau ,662 giai quyet tot cac van de cua khach hang ,576 phuc vu nhanh chong ,500 thai do nhan vien tai ngan hang BIDV tiep don niem no, nhiet tinh ,739 phong cach lam viec chuyen nghiep, nghiem tuc ,666 nhan vien phuc vu vui ve khi dong khach ,623 nhan vien co tinh than trach nhiem cao, dap ung moi nhu cau cua khach ,580 nhan vien biet lang nghe suy nghi cua khach hang ,557 co so vat chat, phuong tien giao dich rat tot hien dai ,821 dia diem giao dich tai ngan hang BIDV thuan tien ,818 khong gian giao dich thoai mai, de chiu ,745 la mot trong nhung ngan hang duoc thanh lap lau nam ,872 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 7 iterations. SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 6 Phân tích EFA lần 5 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,864 Bartlett's Test of Sphericity Approx. Chi-Square 1,687E3 Df 276 Sig. ,000 Total Variance Explained Component Initial Eigenvalues Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % 1 8,122 33,840 33,840 3,379 14,081 14,081 2 2,611 10,881 44,721 3,281 13,672 27,753 3 1,851 7,713 52,434 3,108 12,949 40,702 4 1,488 6,202 58,636 2,990 12,460 53,162 5 1,319 5,496 64,131 2,633 10,969 64,131 6 ,900 3,752 67,883 7 ,787 3,279 71,162 8 ,720 3,000 74,162 9 ,705 2,939 77,100 10 ,601 2,506 79,606 11 ,578 2,410 82,017 12 ,535 2,231 84,248 13 ,500 2,085 86,332 14 ,483 2,011 88,343 15 ,412 1,719 90,062 16 ,365 1,522 91,584 17 ,356 1,485 93,069 18 ,326 1,356 94,425 19 ,294 1,224 95,650 20 ,265 1,104 96,754 21 ,228 ,948 97,702 22 ,210 ,874 98,575 23 ,188 ,783 99,359 24 ,154 ,641 100,000 Extraction Method: Principal Component Analysis. SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Rotated Component Matrixa Component 1 2 3 4 5 thoi gian xu ly ho so, thu tuc nhanh chong ,744 ty le lai suat ngan hang la hop ly, on dinh ,721 ho so, thu tucgiao dich don gian ,679 muc lai suat ngan hang dang ap dung co tinh canh tranh ,639 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac ,637 khach hang gui tien de sinh loi ,762 dam bao tai san cho ban than ,744 luon huong den loi ich cua khach hang va xa hoi ,736 la mot thuong hieu noi tieng ,675 thuan tien trong giao dich lam an ,634 muc do bao mat thong tin cho khach hang tot ,801 nhan vien giai dap thac mac, tu van day du, ro rang cho khach ,743 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,688 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau ,669 giai quyet tot cac van de cua khach hang ,580 thai do nhan vien tai ngan hang BIDV tiep don niem no, nhiet tinh ,742 phong cach lam viec chuyen nghiep, nghiem tuc ,657 nhan vien phuc vu vui ve khi dong khach ,647 nhan vien co tinh than trach nhiem cao, dap ung moi nhu cau cua khach ,598 nhan vien biet lang nghe suy nghi cua khach hang ,577 phuc vu nhanh chong ,503 dia diem giao dich tai ngan hang BIDV thuan tien ,823 co so vat chat, phuong tien giao dich rat tot hien dai ,822 khong gian giao dich thoai mai, de chiu ,729 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 7 Kiểm định độ tin cậy của các biến phân tích với hệ số Cronbach’s Alpha Reliability Statistics Cronbach's Alpha N of Items ,828 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted thoi gian xu ly ho so, thu tuc nhanh chong 14,04 6,481 ,720 ,768 ty le lai suat ngan hang la hop ly, on dinh 13,87 7,408 ,575 ,809 ho so, thu tucgiao dich don gian 14,25 5,786 ,726 ,763 muc lai suat NH dang ap dung co tinh canh tranh 13,95 7,170 ,558 ,812 muc LS NHdang ap dung cao hon cac NH khac 14,09 6,545 ,575 ,811 Reliability Statistics Cronbach's Alpha N of Items ,801 5 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted khach hang gui tien de sinh loi 16,93 4,441 ,615 ,754 dam bao tai san cho ban than 17,06 4,463 ,644 ,744 luon huong den loi ich cua khach hang va xa hoi 17,16 4,484 ,606 ,757 la mot thuong hieu noi tieng 16,94 5,105 ,548 ,775 thuan tien trong giao dich lam an 17,04 5,106 ,516 ,783 Reliability Statistics Cronbach's Alpha N of Items ,833 5 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted muc do bao mat thong tin cho khach hang tot 14,14 5,945 ,554 ,820 NV giai dap thac mac, tu van day du, ro rang cho Kh 14,29 5,457 ,589 ,811 NV phuc vu KH nhanhchong, lam KH tin tuong 14,57 5,168 ,665 ,790 NVgiai quyet tot cac van de ma khong de KH 14,71 4,770 ,704 ,778 giai quyet tot cac van de cua khach hang 14,73 5,077 ,659 ,791 Reliability Statistics Cronbach's Alpha N of Items ,822 6 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted thai do nv tai BIDV tiep don niem no, nhiet tinh 18,00 8,906 ,545 ,802 phong cach lam viec chuyen nghiep, nghiem tuc 17,73 9,048 ,480 ,816 nhan vien phuc vu vui ve khi dong khach 18,26 7,721 ,681 ,772 Nv co tinh tha nhiem cao, dap ung nhu cau khach 17,99 8,784 ,579 ,796 nhan vien biet lang nghe suy nghi cua khach hang 18,33 8,309 ,657 ,779 phuc vu nhanh chong 18,33 8,568 ,591 ,793 Reliability Statistics Cronbach's Alpha N of Items ,838 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted dia diem giao dich tai ngan hang BIDV thuan tien 7,86 1,821 ,760 ,716 khong gian giao dich thoai mai, de chiu 7,76 2,243 ,634 ,839 co so vat chat, phuong tien giao dich rat tot hien dai 7,74 1,790 ,722 ,756 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 8 Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate Durbin-Watson 1 ,675a ,456 ,436 ,466 2,031 a. Predictors: (Constant), f5, f2, f3, f1, f4 ANOVAb Model Sum of Squares df Mean Square F Sig. 1 Regression 24,337 5 4,867 22,448 ,000a Residual 29,056 134 ,217 Total 53,393 139 Coefficientsa aModel Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics B Std. Error Beta Tolerance VIF 1 (Constant) ,925 ,380 2,434 ,016 f1 ,338 ,086 ,345 3,943 ,000 ,531 1,884 f2 ,252 ,082 ,232 2,741 ,031 ,821 1,218 f3 ,219 ,094 ,199 2,330 ,021 ,558 1,792 f4 ,026 ,096 ,024 ,267 ,790 ,509 1,966 f5 ,219 ,069 ,237 3,179 ,002 ,731 1,368 a. Dependent Variable: Anh/chi co dong y ve dich vu tien tai BIDV la dap ung tot yeu cau SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 9 Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate Durbin-Watson 1 ,675a ,456 ,439 ,464 2,031 a. Predictors: (Constant), f5, f2, f3, f1 b. Dependent Variable: Anh/chi co dong y ve dich vu tien tai BIDV la dap ung tot yeu cau ANOVAb Model Sum of Squares df Mean Square F Sig. 1 Regression 24,322 4 6,080 28,236 ,000a Residual 29,071 135 ,215 Total 53,393 139 a. Predictors: (Constant), f5, f2, f3, f1 b. Dependent Variable: Anh/chi co dong y ve dich vu tien tai BIDV la dap ung tot yeu cau Phụ lục 10 Kiểm định tính phân phối chuẩn cỉa số liệu Statistics f1 f2 f3 f5 N Valid 140 140 140 140 Missing 0 0 0 0 Skewness ,742 -,163 ,659 -,198 Std. Error of Skewness ,205 ,205 ,205 ,205 Kurtosis -,211 -,969 ,440 ,192 Std. Error of Kurtosis ,407 ,407 ,407 ,407 Coefficientsa Model Unstandardized Coefficients Standardized Coefficients t Sig. Collinearity Statistics B Std. Error Beta Tolerance VIF 1 (Constant) ,931 ,378 2,463 ,015 f1 ,344 ,082 ,351 4,193 ,000 ,575 1,740 f2 ,251 ,080 ,256 2,424 ,000 ,623 1,158 f3 ,228 ,087 ,207 2,608 ,010 ,640 1,561 f5 ,222 ,068 ,240 3,276 ,001 ,750 1,332 a. Dependent Variable: Anh/chi co dong y ve dich vu tien tai BIDV la dap ung tot yeu cau SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 11 Yếu tố lãi suất và thủ tục (phụ lục 11.1) thoi gian xu ly ho so, thu tuc nhanh chong Frequency Percent Valid Percent Cumulative Percent Valid rat khong dong y 1 ,7 ,7 ,7 khong dong y 6 4,3 4,3 5,0 trung lap 70 50,0 50,0 55,0 dong y 46 32,9 32,9 87,9 rat khong dong y 17 12,1 12,1 100,0 Total 140 100,0 100,0 ty le lai suat ngan hang la hop ly, on dinh Frequency Percent Valid Percent Cumulative Percent Valid khong dong y 3 2,1 2,1 2,1 trung lap 53 37,9 37,9 40,0 dong y 70 50,0 50,0 90,0 rat dong y 14 10,0 10,0 100,0 Total 140 100,0 100,0 ho so, thu tucgiao dich don gian Frequency Percent Valid Percent Cumulative Percent Valid rat khong dong y 3 2,1 2,1 2,1 khong dong y 25 17,9 17,9 20,0 trung lap 53 37,9 37,9 57,9 dong y 45 32,1 32,1 90,0 rat dong y 14 10,0 10,0 100,0 Total 140 100,0 100,0 muc lai suat ngan hang dang ap dung co tinh canh tranh Frequency Percent Valid Percent Cumulative Percent Valid rat khong dong y 1 ,7 ,7 ,7 khong dong y 5 3,6 3,6 4,3 trung lap 58 41,4 41,4 45,7 dong y 61 43,6 43,6 89,3 rat dong y 15 10,7 10,7 100,0 Total 140 100,0 100,0 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac Frequency Percent Valid Percent Cumulative Percent Valid khong dong y 18 12,9 12,9 12,9 trung lap 61 43,6 43,6 56,4 dong y 40 28,6 28,6 85,0 rat dong y 21 15,0 15,0 100,0 Total 140 100,0 100,0 Kiểm định One sample T Test đối vơí yếu tố “lái suất và thủ tục”(phụ lục 11.2) One-Sample Statistics N Mean Std. Deviation Std. Error Mean thoi gian xu ly ho so, thu tuc nhanh chong 140 3,51 ,791 ,067 ty le lai suat ngan hang la hop ly, on dinh 140 3,68 ,681 ,058 ho so, thu tucgiao dich don gian 140 3,30 ,950 ,080 muc LSNH dang ap dung co tinh canh tranh 140 3,60 ,757 ,064 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac 140 3,46 ,901 ,076 One-Sample Test Test Value = 4 t df Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper thoi gian xu ly ho so, thu tuc nhanh chong -7,265 139 ,000 -,486 -,62 -,35 ty le lai suat ngan hang la hop ly, on dinh -5,582 139 ,000 -,321 -,44 -,21 ho so, thu tucgiao dich don gian -8,720 139 ,000 -,700 -,86 -,54 muc LSNH dang ap dung co tinh canh tranh -6,254 139 ,000 -,400 -,53 -,27 muc LSNHdang ap dung cao hon cac NH -7,132 139 ,000 -,543 -,69 -,39 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 12. Kiểm định sự khác biệt đối với các nhóm khách hàng về yếu tố “lãi suất và thủ tục” Giới tính Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t df Sig. (2- tailed) 95% Confidence Interval of the Difference Lower Upper thoi gian xu ly ho so, thu tuc nhanh chong Equal variances assumed 1,662 ,199 -,629 138 ,531 -,350 ,181 Equal variances not assumed -,632 137,979 ,528 -,348 ,179 ty le lai suat ngan hang la hop ly, on dinh Equal variances assumed 1,545 ,216 -1,697 138 ,092 -,421 ,032 Equal variances not assumed -1,690 133,240 ,093 -,422 ,033 ho so, thu tucgiao dich don gian Equal variances assumed ,318 ,574 -,676 138 ,500 -,428 ,210 Equal variances not assumed -,678 137,308 ,499 -,427 ,209 muc lai suat ngan hang dang ap dung co tinh canh tranh Equal variances assumed ,006 ,941 -2,412 138 ,017 -,553 -,055 Equal variances not assumed -2,411 135,953 ,017 -,553 -,055 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac Equal variances assumed ,868 ,353 -,219 138 ,827 -,336 ,269 Equal variances not assumed -,221 137,887 ,826 -,335 ,267 Tuổi Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. thoi gian xu ly ho so, thu tuc nhanh chong 5,857 2 137 ,004 ho so, thu tucgiao dich don gian ,384 2 137 ,682 ty le lai suat ngan hang la hop ly, on dinh 2,259 2 137 ,108 muc LSNH dang ap dung co Ltinh canh tranh 5,437 2 137 ,005 muc LSNH dang ap dung cao hon cac NH khac 1,807 2 137 ,168 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing ANOVA Sum of Squares df Mean Square F Sig. thoi gian xu ly ho so, thu tuc nhanh chong Between Groups 1,579 2 ,790 1,267 ,285 Within Groups 85,392 137 ,623 Total 86,971 139 ho so, thu tucgiao dich don gian Between Groups ,011 2 ,006 ,006 ,994 Within Groups 125,389 137 ,915 Total 125,400 139 ty le lai suat ngan hang la hop ly, on dinh Between Groups ,022 2 ,011 ,024 ,977 Within Groups 64,513 137 ,471 Total 64,536 139 muc lai suat ngan hang dang ap dung co tinh canh tranh Between Groups ,862 2 ,431 ,750 ,474 Within Groups 78,738 137 ,575 Total 79,600 139 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac Between Groups 3,029 2 1,515 1,891 ,155 Within Groups 109,713 137 ,801 Total 112,743 139 Test Statisticsa,b thoi gian xu ly ho so, thu tuc nhanh chong Chi-Square 2,730 df 2 Asymp. Sig. ,255 Trình độ học vấn Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. thoi gian xu ly ho so, thu tuc nhanh chong ,514 3 136 ,673 ty le lai suat ngan hang la hop ly, on dinh ,734 3 136 ,533 ho so, thu tucgiao dich don gian 3,418 3 136 ,019 muc LSNHg dang ap dung co tinh canh tranh 1,763 3 136 ,157 muc LNH dang ap dung cao hon cac ngannhang khac 1,831 3 136 ,144 ANOVA Sum of Squares df Mean Square F Sig. thoi gian xu ly ho so, thu tuc nhanh chong Between Groups 1,413 3 ,471 ,749 ,525 Within Groups 85,558 136 ,629 Total 86,971 139 ty le lai suat ngan hang la hop ly, on dinh Between Groups 5,025 3 1,675 3,828 ,011 Within Groups 59,511 136 ,438 Total 64,536 139 ho so, thu tucgiao dich don Between Groups 7,522 3 2,507 2,893 ,038 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing gian Within Groups 117,878 136 ,867 Total 125,400 139 muc lai suat ngan hang dang ap dung co tinh canh tranh Between Groups 1,514 3 ,505 ,879 ,454 Within Groups 78,086 136 ,574 Total 79,600 139 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac Between Groups 2,365 3 ,788 ,971 ,408 Within Groups 110,378 136 ,812 Total 112,743 139 Test Statisticsa,b ho so, thu tucgiao dich don gian Chi-Square 5,021 df 3 Asymp. Sig. ,170 a. Kruskal Wallis Test b. Grouping Variable: trinh do hoc van Nghề nghiệp Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. thoi gian xu ly ho so, thu tuc nhanh chong 2,599 3 136 ,055 ty le lai suat ngan hang la hop ly, on dinh ,705 3 136 ,551 ho so, thu tucgiao dich don gian 5,432 3 136 ,001 muc LSNH dang ap dung co tinh canh tranh 2,731 3 136 ,046 Muc LSNH ap dung cao hon cac ngannhang khac 2,699 3 136 ,048 ANOVA Sum of Squares df Mean Square F Sig. thoi gian xu ly ho so, thu tuc nhanh chong Between Groups 4,450 3 1,483 2,444 ,067 Within Groups 82,522 136 ,607 Total 86,971 139 ty le lai suat ngan hang la hop ly, on dinh Between Groups 4,619 3 1,540 3,495 ,017 Within Groups 59,917 136 ,441 Total 64,536 139 ho so, thu tucgiao dich don gian Between Groups 1,637 3 ,546 ,600 ,616 Within Groups 123,763 136 ,910 Total 125,400 139 muc lai suat ngan hang dang ap dung co tinh canh tranh Between Groups 3,128 3 1,043 1,854 ,140 Within Groups 76,472 136 ,562 Total 79,600 139 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac Between Groups 1,457 3 ,486 ,593 ,620 Within Groups 111,286 136 ,818 Total 112,743 139 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Test Statisticsa,b ho so, thu tucgiao dich don gian muc LSNH dang ap dung co tinh canh tranh muc LSNH dang ap dung cao hon cac ngannhang khac Chi-Square 2,306 6,648 1,986 df 3 3 3 Asymp. Sig. ,511 ,084 ,575 Thu nhập Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. thoi gian xu ly ho so, thu tuc nhanh chong 2,516 2 137 ,085 ty le lai suat ngan hang la hop ly, on dinh ,103 2 137 ,903 ho so, thu tucgiao dich don gian 4,960 2 137 ,008 muc LSNH dang ap dung co tinh canh tranh 1,544 2 137 ,217 muc LSNH dang ap dung cao hon cac ngannhang khac ,948 2 137 ,390 ANOVA Sum of Squares df Mean Square F Sig. thoi gian xu ly ho so, thu tuc nhanh chong Between Groups ,639 2 ,319 ,507 ,604 Within Groups 86,333 137 ,630 Total 86,971 139 ty le lai suat ngan hang la hop ly, on dinh Between Groups 1,295 2 ,648 1,403 ,249 Within Groups 63,240 137 ,462 Total 64,536 139 ho so, thu tucgiao dich don gian Between Groups ,094 2 ,047 ,052 ,950 Within Groups 125,306 137 ,915 Total 125,400 139 muc lai suat ngan hang dang ap dung co tinh canh tranh Between Groups 1,347 2 ,673 1,179 ,311 Within Groups 78,253 137 ,571 Total 79,600 139 muc lai suat ngan hang dang ap dung cao hon cac ngannhang khac Between Groups 2,512 2 1,256 1,561 ,214 Within Groups 110,231 137 ,805 Total 112,743 139 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Test Statisticsa,b ho so, thu tucgiao dich don gian Chi-Square 2,306 df 3 Asymp. Sig. ,511 a. Kruskal Wallis Test Phụ lục 13 . đánh giá của khách hàng về yếu tố “động cơ và thương hiệu” One-Sample Statistics N Mean Std. Deviation Std. Error Mean khach hang gui tien de sinh loi 140 4,36 ,769 ,065 dam bao tai san cho ban than 140 4,22 ,740 ,063 luon huong den loi ich cua khach hang va xa hoi 140 4,12 ,763 ,064 la mot thuong hieu noi tieng 140 4,34 ,621 ,052 thuan tien trong giao dich lam an 140 4,24 ,645 ,054 One-Sample Test Test Value = 4 t df Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper khach hang gui tien de sinh loi 5,497 139 ,000 ,357 ,23 ,49 dam bao tai san cho ban than 3,540 139 ,001 ,221 ,10 ,35 luon huong den loi ich cua KH & XH 1,883 139 ,062 ,121 ,00 ,25 la mot thuong hieu noi tieng 6,536 139 ,000 ,343 ,24 ,45 thuan tien trong giao dich lam an 4,458 139 ,000 ,243 ,14 ,35 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 14. Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper khach hang gui tien de sinh loi Equal variances assumed 3,495 ,064 -1,453 ,148 -,188 -,445 ,068 Equal variances not assumed - 1,432 ,155 -,188 -,449 ,072 dam bao tai san cho ban than Equal variances assumed ,461 ,498 -,368 ,713 -,046 -,295 ,202 Equal variances not assumed -,367 ,714 -,046 -,296 ,203 luon huong den loi ich cua khach hang va xa hoi Equal variances assumed 1,592 ,209 -1,564 ,120 -,201 -,455 ,053 Equal variances not assumed - 1,565 ,120 -,201 -,455 ,053 la mot thuong hieu noi tieng Equal variances assumed 1,505 ,222 -,990 ,324 -,104 -,312 ,104 Equal variances not assumed -,980 ,329 -,104 -,314 ,106 thuan tien trong giao dich lam an Equal variances assumed ,258 ,613 -1,059 ,292 -,115 -,331 ,100 Equal variances not assumed - 1,057 ,292 -,115 -,332 ,101 Kiểm định sự khác biệt đối với các nhóm khách hàng về yếu tố “động cơ và thương hiệu” SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Tuổi Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. khach hang gui tien de sinh loi ,387 2 137 ,680 dam bao tai san cho ban than ,912 2 137 ,404 luon huong den loi ich cua khach hang va xa hoi ,560 2 137 ,573 la mot thuong hieu noi tieng ,972 2 137 ,381 thuan tien trong giao dich lam an 3,074 2 137 ,049 ANOVA Sum of Squares df Mean Square F Sig. khach hang gui tien de sinh loi Between Groups ,503 2 ,251 ,422 ,657 Within Groups 81,640 137 ,596 Total 82,143 139 dam bao tai san cho ban than Between Groups 3,027 2 1,513 2,836 ,062 Within Groups 73,109 137 ,534 Total 76,136 139 luon huong den loi ich cua khach hang va xa hoi Between Groups ,728 2 ,364 ,622 ,538 Within Groups 80,207 137 ,585 Total 80,936 139 la mot thuong hieu noi tieng Between Groups ,219 2 ,109 ,281 ,756 Within Groups 53,324 137 ,389 Total 53,543 139 thuan tien trong giao dich lam an Between Groups ,188 2 ,094 ,224 ,800 Within Groups 57,555 137 ,420 Total 57,743 139 Test Statisticsa,b thuan tien trong giao dich lam an Chi-Square ,759 df 2 Asymp. Sig. ,684 a. Kruskal Wallis Test b. Grouping Variable: tuoi SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Trình đô học vấn Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. khach hang gui tien de sinh loi 3,058 3 136 ,031 dam bao tai san cho ban than ,787 3 136 ,503 luon huong den loi ich cua khach hang va xa hoi 2,603 3 136 ,055 la mot thuong hieu noi tieng 3,490 3 136 ,018 thuan tien trong giao dich lam an 1,390 3 136 ,248 ANOVA Sum of Squares df Mean Square F Sig. khach hang gui tien de sinh loi Between Groups 9,560 3 3,187 5,971 ,001 Within Groups 72,583 136 ,534 Total 82,143 139 dam bao tai san cho ban than Between Groups 8,386 3 2,795 5,611 ,001 Within Groups 67,750 136 ,498 Total 76,136 139 luon huong den loi ich cua khach hang va xa hoi Between Groups 5,827 3 1,942 3,517 ,017 Within Groups 75,108 136 ,552 Total 80,936 139 la mot thuong hieu noi tieng Between Groups 4,943 3 1,648 4,611 ,004 Within Groups 48,600 136 ,357 Total 53,543 139 thuan tien trong giao dich lam an Between Groups ,385 3 ,128 ,304 ,823 Within Groups 57,358 136 ,422 Total 57,743 139 Test Statisticsa,b khach hang gui tien de sinh loi la mot thuong hieu noi tieng Chi-Square 12,702 12,359 df 3 3 Asymp. Sig. ,005 ,006 a. Kruskal Wallis Test b. Grouping Variable: trinh do hoc van SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Nghề nghiệp Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. khach hang gui tien de sinh loi 2,662 3 136 ,051 dam bao tai san cho ban than ,653 3 136 ,582 luon huong den loi ich cua khach hang va xa hoi 5,906 3 136 ,001 la mot thuong hieu noi tieng 7,464 3 136 ,000 thuan tien trong giao dich lam an 5,438 3 136 ,001 ANOVA Sum of Squares df Mean Square F Sig. khach hang gui tien de sinh loi Between Groups 3,906 3 1,302 2,263 ,084 Within Groups 78,237 136 ,575 Total 82,143 139 dam bao tai san cho ban than Between Groups 3,499 3 1,166 2,184 ,093 Within Groups 72,637 136 ,534 Total 76,136 139 luon huong den loi ich cua khach hang va xa hoi Between Groups 3,412 3 1,137 1,995 ,118 Within Groups 77,523 136 ,570 Total 80,936 139 la mot thuong hieu noi tieng Between Groups 3,068 3 1,023 2,755 ,045 Within Groups 50,475 136 ,371 Total 53,543 139 thuan tien trong giao dich lam an Between Groups ,849 3 ,283 ,677 ,568 Within Groups 56,894 136 ,418 Total 57,743 139 Test Statisticsa,b luon huong den loi ich cua khach hang va xa hoi la mot thuong hieu noi tieng thuan tien trong giao dich lam an Chi-Square 7,863 8,719 2,686 df 3 3 3 Asymp. Sig. ,049 ,033 ,443 a. Kruskal Wallis Test b. Grouping Variable: nghe nghiep SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Thu nhâp Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. khach hang gui tien de sinh loi 1,541 2 137 ,218 dam bao tai san cho ban than ,254 2 137 ,776 luon huong den loi ich cua khach hang va xa hoi 5,093 2 137 ,007 la mot thuong hieu noi tieng 1,271 2 137 ,284 thuan tien trong giao dich lam an ,611 2 137 ,544 ANOVA Sum of Squares df Mean Square F Sig. khach hang gui tien de sinh loi Between Groups ,524 2 ,262 ,440 ,645 Within Groups 81,619 137 ,596 Total 82,143 139 dam bao tai san cho ban than Between Groups ,300 2 ,150 ,271 ,763 Within Groups 75,836 137 ,554 Total 76,136 139 luon huong den loi ich cua khach hang va xa hoi Between Groups ,940 2 ,470 ,805 ,449 Within Groups 79,995 137 ,584 Total 80,936 139 la mot thuong hieu noi tieng Between Groups ,113 2 ,057 ,145 ,865 Within Groups 53,430 137 ,390 Total 53,543 139 thuan tien trong giao dich lam an Between Groups ,214 2 ,107 ,254 ,776 Within Groups 57,529 137 ,420 Total 57,743 139 Phụ lục 15: Đánh giá của khách hàng về yếu tố năng lực phụ vụ One-Sample Statistics N Mean Std. Deviation Std. Error Mean muc do bao mat thong tin cho khach hang tot 140 3,97 ,599 ,051 nhan vien giai dap thac mac, tu van day du, ro rang cho khach 140 3,82 ,712 ,060 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong 140 3,54 ,734 ,062 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing One-Sample Test Test Value = 4 t df Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper muc do bao mat thong tin cho khach hang tot -,564 139 ,573 -,029 -,13 ,07 NV giai dap thac mac, tu van day du, ro rang cho khach -2,966 139 ,004 -,179 -,30 -,06 NV phuc vu KH nhanhchong, lam khach hang tin tuong -7,488 139 ,000 -,464 -,59 -,34 One-Sample Statistics N Mean Std. Deviation Std. Error Mean nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau 140 3,40 ,812 ,069 giai quyet tot cac van de cua khach hang 140 3,38 ,763 ,064 One-Sample Test Test Value = 3 t df Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper NV giai quyet tot cac van de ma khong de KH phai cho doi lau 5,830 139 ,000 ,400 ,26 ,54 giai quyet tot cac van de cua khach hang 5,870 139 ,000 ,379 ,25 ,51 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 16: Kiểm định sự khác biệt đối với các nhóm khách hàng về yếu tố năng lực phục vụ Giới tính Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper muc do bao mat thong tin cho khach hang tot Equal variances assumed ,183 ,669 ,249 ,803 ,025 -,176 ,227 Equal variances not assumed ,250 ,803 ,025 -,176 ,226 nhan vien giai dap thac mac, tu van day du, ro rang cho khach Equal variances assumed 1,236 ,268 -,288 ,774 -,035 -,274 ,204 Equal variances not assumed -,286 ,775 -,035 -,275 ,206 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong Equal variances assumed ,061 ,805 1,072 ,286 ,133 -,112 ,379 Equal variances not assumed 1,071 ,286 ,133 -,113 ,379 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau Equal variances assumed 1,751 ,188 -,291 ,771 -,040 -,313 ,233 Equal variances not assumed -,293 ,770 -,040 -,311 ,231 giai quyet tot cac van de cua khach hang Equal variances assumed 1,334 ,250 ,003 ,997 ,000 -,256 ,257 Equal variances not assumed ,003 ,998 ,000 -,258 ,259 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Tuổi Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. muc do bao mat thong tin cho khach hang tot 2,029 2 137 ,135 nhan vien giai dap thac mac, tu van day du, ro rang cho khach ,243 2 137 ,784 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong 1,318 2 137 ,271 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau 1,016 2 137 ,365 giai quyet tot cac van de cua khach hang 8,098 2 137 ,000 ANOVA Sum of Squares df Mean Square F Sig. muc do bao mat thong tin cho khach hang tot Between Groups ,188 2 ,094 ,259 ,772 Within Groups 49,698 137 ,363 Total 49,886 139 nhan vien giai dap thac mac, tu van day du, ro rang cho khach Between Groups 1,222 2 ,611 1,207 ,302 Within Groups 69,314 137 ,506 Total 70,536 139 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong Between Groups 3,271 2 1,636 3,132 ,047 Within Groups 71,550 137 ,522 Total 74,821 139 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau Between Groups ,903 2 ,452 ,682 ,507 Within Groups 90,697 137 ,662 Total 91,600 139 giai quyet tot cac van de cua khach hang Between Groups 2,043 2 1,021 1,773 ,174 Within Groups 78,893 137 ,576 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing ANOVA Sum of Squares df Mean Square F Sig. muc do bao mat thong tin cho khach hang tot Between Groups ,188 2 ,094 ,259 ,772 Within Groups 49,698 137 ,363 Total 49,886 139 nhan vien giai dap thac mac, tu van day du, ro rang cho khach Between Groups 1,222 2 ,611 1,207 ,302 Within Groups 69,314 137 ,506 Total 70,536 139 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong Between Groups 3,271 2 1,636 3,132 ,047 Within Groups 71,550 137 ,522 Total 74,821 139 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau Between Groups ,903 2 ,452 ,682 ,507 Within Groups 90,697 137 ,662 Total 91,600 139 giai quyet tot cac van de cua khach hang Between Groups 2,043 2 1,021 1,773 ,174 Within Groups 78,893 137 ,576 Total 80,936 139 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Trình độ học vấn Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. muc do bao mat thong tin cho khach hang tot ,840 3 136 ,474 nhan vien giai dap thac mac, tu van day du, ro rang cho khach 1,246 3 136 ,296 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,933 3 136 ,427 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau 4,608 3 136 ,004 giai quyet tot cac van de cua khach hang 4,366 3 136 ,006 ANOVA Sum of Squares df Mean Square F Sig. muc do bao mat thong tin cho khach hang tot Between Groups ,152 3 ,051 ,139 ,937 Within Groups 49,733 136 ,366 Total 49,886 139 nhan vien giai dap thac mac, tu van day du, ro rang cho khach Between Groups ,616 3 ,205 ,400 ,754 Within Groups 69,919 136 ,514 Total 70,536 139 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong Between Groups 2,894 3 ,965 1,824 ,146 Within Groups 71,928 136 ,529 Total 74,821 139 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau Between Groups 2,742 3 ,914 1,399 ,246 Within Groups 88,858 136 ,653 Total 91,600 139 giai quyet tot cac van de cua khach hang Between Groups 4,616 3 1,539 2,742 ,046 Within Groups 76,319 136 ,561 Total 80,936 139 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Nghề nghiệp Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. muc do bao mat thong tin cho khach hang tot 1,221 3 136 ,305 nhan vien giai dap thac mac, tu van day du, ro rang cho khach 1,842 3 136 ,142 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,605 3 136 ,613 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau 5,885 3 136 ,001 giai quyet tot cac van de cua khach hang 4,553 3 136 ,005 ANOVA Sum of Squares df Mean Square F Sig. muc do bao mat thong tin cho khach hang tot Between Groups ,060 3 ,020 ,054 ,983 Within Groups 49,826 136 ,366 Total 49,886 139 nhan vien giai dap thac mac, tu van day du, ro rang cho khach Between Groups ,656 3 ,219 ,426 ,735 Within Groups 69,879 136 ,514 Total 70,536 139 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong Between Groups 2,326 3 ,775 1,454 ,230 Within Groups 72,496 136 ,533 Total 74,821 139 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau Between Groups 2,341 3 ,780 1,189 ,316 Within Groups 89,259 136 ,656 Total 91,600 139 giai quyet tot cac van de cua khach hang Between Groups 1,407 3 ,469 ,802 ,495 Within Groups 79,529 136 ,585 Total 80,936 139 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Thu nhập Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. muc do bao mat thong tin cho khach hang tot ,525 2 137 ,593 nhan vien giai dap thac mac, tu van day du, ro rang cho khach 1,107 2 137 ,333 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong ,927 2 137 ,398 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau ,455 2 137 ,635 giai quyet tot cac van de cua khach hang ,721 2 137 ,488 ANOVA Sum of Squares df Mean Square F Sig. muc do bao mat thong tin cho khach hang tot Between Groups ,068 2 ,034 ,093 ,911 Within Groups 49,818 137 ,364 Total 49,886 139 nhan vien giai dap thac mac, tu van day du, ro rang cho khach Between Groups 1,093 2 ,547 1,079 ,343 Within Groups 69,442 137 ,507 Total 70,536 139 nhan vien phuc vu khach hang nhanhchong, lam khach hang tin tuong Between Groups ,230 2 ,115 ,211 ,810 Within Groups 74,591 137 ,544 Total 74,821 139 nhan vien giai quyet tot cac van de ma khong de khach hang phai cho doi lau Between Groups ,981 2 ,491 ,742 ,478 Within Groups 90,619 137 ,661 Total 91,600 139 giai quyet tot cac van de cua khach hang Between Groups 1,830 2 ,915 1,585 ,209 Within Groups 79,105 137 ,577 Total 80,936 139 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 17. Đánh giá của khách hàng về nhân tố cơ sở vật chất One-Sample Statistics N Mean Std. Deviation Std. Error Mean dia diem giao dich tai ngan hang BIDV thuan tien 140 3,82 ,789 ,067 co so vat chat, phuong tien giao dich rat tot hien dai 140 3,94 ,824 ,070 khong gian giao dich thoai mai, de chiu 140 3,92 ,700 ,059 One-Sample Test Test Value = 4 t df Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper dia diem giao dich tai ngan hang BIDV thuan tien - 2,678 139 ,008 -,179 -,31 -,05 co so vat chat, phuong tien giao dich rat tot hien dai -,923 139 ,358 -,064 -,20 ,07 khong gian giao dich thoai mai, de chiu - 1,328 139 ,186 -,079 -,20 ,04 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Phụ lục 18 Kiểm định sự khác biệt đối với các nhóm khách hàng về yếu tố cơ sở vật chất Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Sig. t Sig. (2- tailed) Mean Difference 95% Confidence Interval of the Difference Lower Upper dia diem giao dich tai ngan hang BIDV thuan tien Equal variances assumed ,393 ,532 -,474 ,636 -,063 -,328 ,201 Equal variances not assumed -,471 ,638 -,063 -,330 ,203 co so vat chat, phuong tien giao dich rat tot hien dai Equal variances assumed 3,502 ,063 -,977 ,330 -,136 -,412 ,140 Equal variances not assumed -,987 ,325 -,136 -,409 ,137 khong gian giao dich thoai mai, de chiu Equal variances assumed 10,814 ,001 - 2,414 ,017 -,281 -,512 -,051 Equal variances not assumed - 2,369 ,019 -,281 -,516 -,046 Tuổi Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. dia diem giao dich tai BIDV thuan tien ,158 2 137 ,854 CSVC, phuong tien giao dich rat tot hien dai 1,048 2 137 ,354 khong gian giao dich thoai mai, de chiu 1,855 2 137 ,160 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing ANOVA Sum of Squares df Mean Square F Sig. dia diem giao dich tai BIDV thuan tien Between Groups ,708 2 ,354 ,565 ,570 Within Groups 85,828 137 ,626 Total 86,536 139 CSVC, phuong tien giao dich rat tot hien dai Between Groups ,880 2 ,440 ,645 ,527 Within Groups 93,541 137 ,683 Total 94,421 139 khong gian giao dich thoai mai, de chiu Between Groups 1,089 2 ,544 1,112 ,332 Within Groups 67,047 137 ,489 Total 68,136 139 Trình độ học vấn Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. dia diem giao dich taiBIDV thuan tien 1,753 3 136 ,159 CSVC, phuong tien giao dich rat tot hien dai 2,042 3 136 ,111 khong gian giao dich thoai mai, de chiu 1,073 3 136 ,363 ANOVA Sum of Squares df Mean Square F Sig. dia diem giao dich tai BIDV thuan tien Between Groups ,800 3 ,267 ,423 ,737 Within Groups 85,736 136 ,630 Total 86,536 139 csvc, phuong tien giao dich rat tot hien dai Between Groups ,938 3 ,313 ,455 ,714 Within Groups 93,483 136 ,687 Total 94,421 139 khong gian giao dich thoai mai, de chiu Between Groups ,441 3 ,147 ,296 ,829 Within Groups 67,694 136 ,498 Total 68,136 139 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Nghề nghiệp Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. dia diem giao dich tai ngan hang BIDV thuan tien 1,650 3 136 ,181 co so vat chat, phuong tien giao dich rat tot hien dai 1,752 3 136 ,159 khong gian giao dich thoai mai, de chiu 5,741 3 136 ,001 ANOVA Sum of Squares df Mean Square F Sig. dia diem giao dich tai ngan hang BIDV thuan tien Between Groups ,086 3 ,029 ,045 ,987 Within Groups 86,450 136 ,636 Total 86,536 139 co so vat chat, phuong tien giao dich rat tot hien dai Between Groups ,425 3 ,142 ,205 ,893 Within Groups 93,996 136 ,691 Total 94,421 139 khong gian giao dich thoai mai, de chiu Between Groups 1,300 3 ,433 ,882 ,452 Within Groups 66,836 136 ,491 Total 68,136 139 Thu nhập Test of Homogeneity of Variances Levene Statistic df1 df2 Sig. dia diem giao dich tai BIDV thuan tien 2,423 2 137 ,092 Csvc phuong tien giao dich rat tot hien dai ,129 2 137 ,879 khong gian giao dich thoai mai, de chiu 4,962 2 137 ,008 ANOVA Sum of Squares df Mean Square F Sig. dia diem giao dich tai BIDV thuan tien Between Groups 1,135 2 ,567 ,910 ,405 Within Groups 85,401 137 ,623 Total 86,536 139 csvc, phuong tien giao dich rat tot hien dai Between Groups ,333 2 ,166 ,242 ,785 SVTH: Hồ Hữu Tiến - Lớp K43 Marketing Within Groups 94,089 137 ,687 Total 94,421 139 khong gian giao dich thoai mai, de chiu Between Groups 1,966 2 ,983 2,035 ,135 Within Groups 66,170 137 ,483 Total 68,136 139 Phụ lục 19. Mức độ hài lòng của khách hàng anh/ chi co hai long ve dich vu tien gu tai ngan hang BIDDV Frequency Percent Valid Percent Cumulative Percent Valid rat hai long 7 5,0 5,0 5,0 hai long 103 73,6 73,6 78,6 trung lap 26 18,6 18,6 97,1 khong hai long 1 ,7 ,7 97,9 rat khong hai long 3 2,1 2,1 100,0 Total 140 100,0 100,0 Phụ lục 20. Xu hướng tiêu dùng trong trong thòi gian tói anh chi co y dinh su dung dich vu tien gui tai BIDV trong tuong lai Frequency Percent Valid Percent Cumulative Percent Valid co 111 79,3 79,3 79,3 chua biet 24 17,1 17,1 96,4 khong 5 3,6 3,6 100,0 Total 140 100,0 100,0