TRNG I HC AN GIANG

KHOA KINH T - QUN TR KINH DOANH

H CH TON

CHT LNG DCH V TN DNG

CC NGN HNG LONG XUYN
QUA NH GI CA KHCH HNG

Chuyn ngnh : Qun Tr Kinh Doanh

KHO LUN TT NGHIP I HC

Long Xuyn, thng 5 - nm 2010

TRNG I HC AN GIANG
KHOA KINH T - QUN TR KINH DOANH

KHO LUN TT NGHIP I HC

CHT LNG DCH V TN DNG

CC NGN HNG LONG XUYN
QUA NH GI CA KHCH HNG

Chuyn ngnh : Qun Tr Kinh Doanh

Sinh vin thc hin : H CH TON

Lp : DH7QT M s Sv: DQT062240
Ngi hng dn : Th.S NGUYN THNH LONG

Long Xuyn, thng 5 - nm 2010

CNG TRNH C HON THNH TI

KHOA KINH T-QUN TR KINH DOANH
I HC AN GIANG

Ngi hng dn : Th.S NGUYN THNH LONG

(H tn, hc hm, hc v v ch k)

Ngi chm, nhn xt 1 : ..

(H tn, hc hm, hc v v ch k)

Ngi chm, nhn xt 2 : ..

(H tn, hc hm, hc v v ch k)

LI CM N
Trc tin, ti xin chn thnh gi li cm n n Qu Thy C trong Khoa Kinh tQun tr Kinh doanh ca Trng i hc An Giang trang b cho ti nhiu kin thc
qu bu trong sut bn nm i hc.
Ti xin chn thnh gi li cm n n Thy Nguyn Thnh Long, ngi hng dn
kha lun tt nghip, gip ti tip cn thc tin, pht hin ti v tn tnh hng
dn ti hon thnh kha lun tt nghip ny.
K tip, ti gi li cm n n Ban Gim c, cng cc Anh Ch lm vic Ngn hng
Pht trin Nh ng bng Sng Cu Long chi nhnh An Giang to nhiu iu kin
gip ti c c hi tip xc vi mi trng lm vic thc t, ti c th vn dng
nhng kin thc hc vo thc tin cng vic.
Sau cng, ti xin chn thnh cm n n nhng ngi bn cng lp tn tnh h tr,
gip v gp trong sut thi gian nghin cu.
Xin gi li cm n chn thnh n tt c mi ngi.
Sinh vin
H Ch Ton

TM TT
ti nghin cu cht lng dch v tn dng cc ngn hng Long Xuyn c thc
hin nhm cung cp thng tin cho cc ngn hng trong vic nh gi cht lng dch v
tn dng m ngn hng cung cp.
Nghin cu ny s dng thang o cht lng dch v SERVQUAL (1985:1988, dn
theo Nguyn nh Th & Nguyn Th Mai Trang, 2007) o lng cht lng hot
ng tn dng ngn hng v s hi lng ca khch hng s dng qua dch v tn dng
ca ngn hng.
Nghin cu c tin hnh theo 2 bc: s b v chnh thc. K thut tho lun tay i
c dng trong nghin cu s b tm kim nhng thng tin c lin quan n ti,
nhm phc v cho cng tc phc tho bn cu hi phng vn. Nghin cu s b ln 2
c thc hin nhm thm nh li ngn ng, cu trc thng tin v loi thi bt nhng
bin khng cn thit bn cu hi trc khi a vo nghin cu nh lng. K thut
phng vn trc tip c dng nghin cu chnh thc vi kch thc mu n = 194.
Sau tin hnh lm sch, phn tch x l d liu vi phn mm SPSS 17.0. Mu c
ly thun tin trn a bn Long Xuyn. Khi u phn tch l m t cht lng dch v
tn dng ngn hng. K tip l phn tch tng quan cc thnh phn cht lng dch v
v s hi lng. Sau cng l kim nh s khc bit cht lng dch v tn dng, s hi
lng theo cc bin nhn khu hc.
Nhn chung, cht lng dch v tn dng ngn hng c nh gi trn trung bnh. C
th thnh phn tin cy c khch hng nh gi cao hn c (mc im trung bnh l
4,05), k tip l nng lc phc v (3,96), thnh phn hu hnh (3,96), thnh phn p
ng (3,92) v sau cng l thnh phn ng cm (3,59).
Tng t nh cht lng dch v tn dng, mc hi lng ca khch hng i vi
ngn hng nhn chung l trn trung bnh (4,03). S chnh lch gia nh gi ca khch
hng vi tng yu t cht lng dch v tn dng v nh gi tng hp cht lng dch
v tn dng l khng ng k.
Phn tch tng quan cho thy mi tng quan dng gia 5 nhn t cu thnh thang o
cht lng dch v tn dng v s hi lng ca khch hng v cht lng dch v tn
dng.
Kt qu kim nh cho thy c s khc bit v nh gi thnh phn hu hnh, thnh
phn tin cy theo tui. Thnh phn hu hnh c nh gi trn trung bnh. Kt qu
kim nh cho thy s khc bit v c ngha gia 2 nhm theo mc tng dn: (1)
<30, (2) 40..49. Thnh phn tin cy cng c nh gi trn trung bnh. Kt qu kim
nh cho thy s khc bit v c ngha gia 2 nhm theo mc tng dn: (1) <30,
(2) 40..49.
Vi nhng kt qu trn, mc d phm vi ly mu cn hn ch, ch mi tp trung kho
st Long Xuyn, nhng ti nghin cu hy vng c th ng gp phn nh vo qu
trnh lp k hoch nng cao cht lng tn dng ca cc ngn hng.

MC LC
TM TT ........................................................................................................................ ii
MC LC ....................................................................................................................... iii
DANH MC CC BNG ............................................................................................. iv
DANH MC CC HNH .............................................................................................. iv
DANH MC VIT TT ................................................................................................ v
Chng 1: TNG QUAN ............................................................................................... 1
1.1. C s hnh thnh ti................................................................................... 1
1.2. Mc tiu nghin cu ca ti ...................................................................... 2
1.3. Phng php nghin cu ................................................................................ 2
1.4. ngha nghin cu ........................................................................................ 2
1.5. Kt cu ti nghin cu ............................................................................... 3
Chng 2: NGN HNG V CC HOT NG CHO VAY................................. 4
2.1. Gii thiu........................................................................................................ 4
2.2. Ngn hng ...................................................................................................... 4
2.3. Cc hot ng cho vay ................................................................................... 4
2.4. Tnh hnh cung ng cc sn phm cho vay ca ngn hng ti Long Xuyn .. 5
2.4.1. Cho vay tr gp sinh hot tiu dng ........................................................ 5
2.4.2. Cho vay phc v sn xut kinh doanh v lm dch v .......................... 6
2.4.3. Cho vay nng lm ng nghip ................................................................. 7
2.5. Tm tt ........................................................................................................... 7
Chng 3: C S L THUYT M HNH NGHIN CU ................................. 8
3.1. Gii thiu........................................................................................................ 8
3.2. C s l thuyt ............................................................................................... 8
3.2.1. Cht lng dch v..................................................................................... 8
3.2.2. M hnh SERVQUAL ............................................................................... 8
3.2.3. Mi quan h gia cht lng dch v v s hi lng .......................... 10
3.3. Cc nghin cu trc v cht lng dch v ngn hng .............................. 10
3.4. M hnh nghin cu ..................................................................................... 10
3.5. Tm tt ......................................................................................................... 11
Chng 4: PHNG PHP NGHIN CU ............................................................ 13
4.1. Gii thiu...................................................................................................... 13
4.2. Thit k nghin cu ...................................................................................... 13
4.2.1. Nghin cu s b ..................................................................................... 13
4.2.2. Nghin cu chnh thc ............................................................................ 13

4.3. Thang o ....................................................................................................... 15

4.4. Mu............................................................................................................... 15
4.5. Tm tt ......................................................................................................... 17
Chng 5: KT QU NGHIN CU ........................................................................ 18
5.1. Gii thiu...................................................................................................... 18
5.2. Tng hp thng tin mu ............................................................................... 18
5.3. nh gi ca khch hng v cht lng dch v tn dng ngn hng .......... 19
5.3.1. Thnh phn hu hnh ............................................................................... 19
5.3.2. Thnh phn tin cy................................................................................... 20
5.3.3. Thnh phn p ng ................................................................................ 20
5.3.4. Thnh phn nng lc phc v ................................................................ 21
5.3.5. Thnh phn ng cm ............................................................................. 22
5.4. nh gi s hi lng ca khch hng ........................................................... 24
5.5. So snh cht lng dch v tn dng gia 2 loi ngn hng ........................ 24
5.6. Phn tch tng quan mi quan h gia s hi lng v SERVQUAL ......... 25
5.7. S khc bit v cht lng dch v theo cc bin nhn khu hc ................ 25
5.8. S khc bit v mc hi lng theo cc bin nhn khu hc .................... 26
5.9. Nhn xt kt qu ca nghin cu ny vi cc kt qu nghin cu trc ..... 27
5.10. Tm tt ......................................................................................................... 27
Chng 6: KT LUN V KIN NGH ................................................................... 28
6.1. Gii thiu...................................................................................................... 28
6.2. Kt qu chnh ca nghin cu ...................................................................... 28
6.2.1. Cht lng dch v tn dng ngn hng Long Xuyn ...................... 28
6.2.2. S tha mn ca khch hng v cht lng dch v tn dng ........... 29
6.2.3. Cht lng dch v v s hi lng theo phn loi ngn hng ............ 29
6.3. Cc hn ch v hng nghin cu tip theo................................................. 29
TI LIU THAM KHO ............................................................................................ 30

DANH MC PH LC
Ph lc 1: Dn bi nghin cu nh tnh ln 1 ................................................................ 31
Ph lc 2: Dn bi nghin cu nh tnh ln 2 ................................................................ 32
Ph lc 3: Bn cu hi .................................................................................................... 33
Ph lc 4: Biu tn sut.............................................................................................. 35
Ph lc 5: Kim nh gi thuyt v tr trung bnh ........................................................... 37
Ph lc 6: Ma trn tng quan ........................................................................................ 38
Ph lc 7: Kim nh s khc bit cht lng dch v ................................................... 39
Ph lc 8: Kim nh s khc bit s hi lng ............................................................... 46
Ph lc 9: Danh sch cc ngn hng ti Long Xuyn ..................................................... 50
Ph lc 10: Quy trnh tn dng ngn hng ...................................................................... 51

DANH MC CC BNG
Bng 2.1: Sn phm vay tiu dng ................................................................................... 6
Bng 2.2: Sn phm vay sn xut kinh doanh v dch v ................................................. 6
Bng 2.3: Sn phm vay nng lm ng nghip ................................................................ 7
Bng 4.2: Khi nim v thang o .................................................................................... 15
Bng 4.3: Danh sch nhn vin tn dng c phng vn .............................................. 15
Bng 4.4: Kt qu nghin cu nh tnh ln 1................................................................. 16
Bng 4.5: Kt qu nghin cu nh tnh ln 2 ................................................................ 17
Bng 4.6: Phng php v ch phn tch ................................................................... 17
Bng 5.1: Mu phn b theo phn loi i tng phng vn ......................................... 18
Bng 5.2: nh gi chung theo tng nhm cht lng dch v ...................................... 23
Bng 5.3: nh gi s hi lng ca khch hng ............................................................. 24
Bng 5.4: So snh cht lng dch v gia 2 loi ngn hng ......................................... 24
Bng 5.5: Ma trn tng quan ........................................................................................ 25
Bng 5.6: Trung bnh SERVQUAL theo gii tnh ......................................................... 25
Bng 5.7: Trung bnh SERVQUAL theo tui ............................................................ 26
Bng 5.8: Trung bnh SERVQUAL theo hc vn .......................................................... 26
Bng 5.9: Trung bnh SERVQUAL theo thu nhp ......................................................... 26

DANH MC CC HNH
Hnh 3.1: M hnh nghin cu ........................................................................................ 11
Hnh 4.1: Quy trnh nghin cu ...................................................................................... 14
Hnh 5.1: Biu cc yu t thnh phn hu hnh ......................................................... 19
Hnh 5.2: Biu cc yu t thnh phn tin cy ............................................................ 20
Hnh 5.3: Biu cc yu t thnh phn p ng .......................................................... 21
Hnh 5.4: Biu cc yu t thnh phn nng lc phc v............................................ 22
Hnh 5.5: Biu cc yu t thnh phn cm thng ...................................................... 23

DANH MC VIT TT

BS

Bt ng sn

CTTC

Cng ty ti chnh

Cty

Cng ty

DN

Doanh nghip

BSCL

ng bng sng Cu Long

GD

Giao dch

KH

Khch hng

NH

Ngn hng

NLPV

Nng lc phc v

NVNH

Nhn vin ngn hng

NVTD

Nhn vin tn dng

QTD

Qu tn dng

SXKD

Sn xut kinh doanh

TB

Trung bnh

TCty

Tng cng ty

TD

Tn dng

THCS

Trung hc c s

THPT

Trung hc ph thng

TMCP

Thng mi c phn

TP

Thnh phn

TS

Tin s

Chng 1

TNG QUAN
1.1.

C s hnh thnh ti

Theo thng k ca Ngn hng Nh nc (17/12/2009), khi cc t chc tn dng nc

ngoi ti Vit Nam bao gm 45 chi nhnh ca 33 NH nc ngoi, 05 NH lin doanh vi
hn 20 chi nhnh ph thuc, 05 NH 100% vn nc ngoi, 08 t chc tn dng phi NH
c vn u t nc ngoi v 56 vn phng i din.
Khng ai c th ph nhn s pht trin nh v bo ca ngnh NH ti Vit Nam, tuy
nhin s pht trin li ko theo nhng thch thc khng nh cho cc NH. l s
canh tranh khc lit trn th trng v c bit l cc nguy c c th xy ra khi cc ngn
hng m rng mng li, pht trin dch v mi. C th ni, cuc cnh tranh khc lit
gia cc NH t ra nhng bi ton mi. Bi ton quan trng nht l lm th no
duy tr c u th cnh tranh bn vng?
Theo ng Phm Cng Un, Gim c Trung tm Thng tin ng dng Ngn hng Nh
nc, c 3 yu t quan trng nht: u tin l cng ngh cao, sau na l dch v tt, th
ba l lin tc, lun lun gi c uy tn1. l ba yu t cn thit nht, ch cht nht
cho hot ng NH hin nay trong vic cnh tranh ca mnh.
Nhc n yu t cng ngh, cc NH ngoi quc doanh c nhng u th ni tri hn cc
ngn hng trong nc. Do , cc NH trong nc cn ch trng v nng cao cht lng
dch v c th cnh tranh vi cc ngn hng nc ngoi. Theo Tng Gim c Ngn
hng Quc t (VIB) n Thanh Sn sc mnh cnh tranh nm chnh cht lng dch
v m NH cung cp cho khch hng2. V TS. Nguyn c Hng, Tng gim c
LienVietBank, cng cho bit, nng cao cht lng dch v NH l vn sng cn trong
cnh tranh ca cc doanh nghip cung cp dch v ti chnh3.
Hin nay, c nc c 17 Cty Ti chnh (CTTC) do cc tp on, TCty v DN c vn
nc ngoi thnh lp. Ban u nhim v ch yu ca cc CTTC l thu xp vn cho cc
d n ca Cty m, sau nhiu n v m rng hot ng dch v tn dng c nhn vi
mc tiu tr thnh nh bn l dch v cho khch hng c nhn. Tn dng c nhn t lu
khng cn l mnh t ca ring NH khai thc m c s tham gia ca cc CTTC.
iu ny to ra cuc cnh tranh ngy cng si ng.4
Mt s CTTC cho bit hin nay nhiu khch hng c nhn t tm n h vay vn.
Mc d li sut kh cao, 24-35%/nm nhng nh th tc vay n gin, gii ngn nhanh
thng qua cc gi sn phm lin kt, hp tc cc nh cung ng sn phm, dch v nh
siu th in my, cc i l t, Cty bt ng sn...cc CTTC vn lun ng khch
hng5. Phi chng cht lng dch v c nhn ti cc NH cha p ng c s hi lng
1

Theo PC World. Ti chnh-Ngn hng Vit Nam: Tim nng ln, kh khn nhiu.
http://www.pcworld.com.vn/pcworld/printArticle.asp?atcl_id=5f5e5d5a5e5859
2
Theo Thi bo Ngn hng. VIB cnh tranh bng cht lng dch v tt nht.
http://nganhangonline.com/vib-canh-tranh-bang-chat-luong-dich-vu-tot-nhat-8766.html
3
Qunh Chi. Ngn hng ni: Nng cht lng dch v.
http://doanhnhansaigon.vn/default/kinh-doanh/tai-chinh-chung-khoan/2010/01/1040654/ngan-hang-noinang-chat-luong-dich-vu/
4,5
Ngc Hi. Tn dng c nhn: Ming t cn mu m.
http://dddn.com.vn/2010022509212930cat101/tin-dung-ca-nhan-mieng-datcon-mau-mo.htm

ca khch hng? Th tc vay vn cn rm r? Qu trnh gii ngn chm, lm mt thi

gian ca khch hng.
Trc s tn cng ca cc CTTC, cc NH cn phi nh gi li cht lng dch v c
nhn ca mnh.Ti Long Xuyn c 04 ngn hng thuc h thng Ngn hng Nh nc,
hn 20 NH TMCP. Cht lng dch v tn dng ca cc NH ny hin nay c khch
hng nh gi ra sao? Khch hng ca h c tha mn v cht lng dch v tn dng
cha?
i vi dch v th vic nh gi cht lng ca n kh khn hn nhiu v dch v c
nhng c im khc vi sn phm hu hnh. Parasuraman & ctg (1985:1988, dn theo
Nguyn nh Th & Nguyn Th Mai Trang, 2007) l nhng ngi tin phong trong
nghin cu cht lng dch v trong ngnh tip th mt cch c th v chi tit. Cc nh
nghin cu ny a ra m hnh nm khong cch cht lng dch v. Parasuraman &
ctg (1985, dn theo Nguyn nh Th, 2007) cho rng cht lng dch v ph thuc
vo khong cch th nm. Khong cch [5] ny li ph thuc vo 4 khong cch trc
.
Parasuraman & ctg (1988, dn theo Nguyn nh Th, 2007) a ra nm thnh phn
ca cht lng dch v, l: tin cy, p ng, nng lc phc v, cm thng v phng
tin hu hnh.
c nhiu nh nghin cu tin hnh o lng cht lng dch v ngn hng bng
thang o SERVQUAL. Ni chung, kt qu cc nghin cu ny khng nh tin cy v
gi tr cc thang o.
S tha mn ca khch hng s mang n nhiu li ch cho doanh nghip, nhng mi
quan h gia cht lng dch v v s tha mn khch hng vn tn ti nhiu kin,
quan im khc nhau. Cht lng dch v tn dng c dn n s hi lng ca khch
hng khng?
V l , ti cht lng dch v tn dng ca cc ngn hng Thnh ph Long Xuyn
qua nh gi ca khch hng rt ng c nghin cu.
1.2.

Mc tiu nghin cu ca ti

ti nghin cu c thc hin vi mc tiu:

1.3.

M t cht lng dch v tn dng ti cc NH Long Xuyn qua s nh gi

ca khch hng bng thang o SERVQUAL.

o lng s tha mn ca khch hng v cht lng dch v tn dng ca

cc NH.

Phng php nghin cu

ti c thc hin thng qua hai bc: nghin cu s b v nghin cu chnh thc.
Nghin cu s b c thc hin bng phng php nh tnh v s dng phng php
tho lun tay i khai thc vn xung quanh ti. Kt qu ca ln nghin cu ny
l mt bn cu hi phng vn v cht lng dch v tn dng ca NH.
Nghin cu chnh thc c thc hin bng phng php nghin cu nh lng. K
thut phng vn trc tip khch hng s dng dch v tn dng thng qua bn cu hi
chi tit c s dng thu thp d liu. Mu c chn theo phng php thun tin.
1.4.

ngha nghin cu

Kt qu nghin cu ny mang n mt s ngha sau:

Th nht, vic hiu bit k vng v cm nhn ca khch hng i vi dch v tn dng
NH gip nh qun l hiu r hn, thng cm hn i tng phc v ca mnh.
Th hai, kt qu nghin cu l c s d liu nh qun tr nhn ra cc im mnh yu,
cc chc nng cn tp trung trong hot ng tn dng. T , a ra cc chnh sch
qun l, bin php iu hnh thch hp nng cao s hi lng mt cch hp l.
1.5.

Kt cu ti nghin cu

Kt cu bo co nghin cu gm 6 chng:
Chng 1: Tng quan
Chng 2: Ngn hng v cc hot ng cho vay
Chng 3: C s l thuyt v m hnh nghin cu
Chng 4: Phng php nghin cu
Chng 5: Kt qu nghin cu
Chng 6: Kt lun v kin ngh

Chng 2

NGN HNG V CC HOT NG CHO VAY

2.1.

Gii thiu

Chng 1 gii thiu chung nht, khi qut nht v vn nghin cu: c s hnh thnh
ti, mc tiu, phm vi, phng php, ngha v ni dung nghin cu. Chng 2
trnh by v NH v cc hot ng cho vay ca NH trn a bn Thnh ph Long Xuyn.
c bit trong chng ny cng s gii thiu khi qut v cc sn phm cho vay hin
nay ca cc NH Long Xuyn.
2.2.

Ngn hng6

Ngn hng hay nh bng l cc t chc ti chnh hot ng trong lnh vc ti chnh v
lu thng tin t, thc hin cc chc nng: pht hnh tin, tn dng, thanh ton; tp
trung tin nhn ri tm thi trong nn kinh t v trong dn c, bin thnh vn cho
vay, pht trin sn xut - kinh doanh di hnh thc tn dng, u t ti chnh v.v... v
mt s hot ng khc, to ra cc phng thc hot ng tn dng, thanh ton, iu ha
lu thng tin t nhm thc y kinh t pht trin, phc v i sng dn c v to thun
li cho s n nh th trng gi c.
2.3.

Cc hot ng cho vay

Tn dng NH c th phn chia thnh nhiu loi khc nhau ty theo nhng tiu thc phn
loi khc nhau:
-

Cn c theo mc ch tn dng

Phc v sn xut kinh doanh cng thng nghip: y l cc khon tn dng

cp cho cc doanh nghip trang tri cc chi ph nh mua nguyn vt
liu

Nng nghip: y l cc khon tn dng cp cho cc hot ng nng nghip

nhm tr gip cc hot ng trng trt, thu hoch ma mng v chn nui
gia sc.

Tiu dng c nhn: y l cc khon tn dng cho cc c nhn mua sm

hng ha tiu dng nh xe hi, trang thit b trong nh, dng sinh hot.

Bt ng sn: y l cc khon tn dng c bo m bng bt ng sn

bao gm tn dng ngn hn cho xy dng, m rng t ai v tn dng di
hn mua t ai, nh ca, cn h, c s dch v, trang tri v bt ng
sn khc.

Kinh doanh xut nhp khu: y l cc khon tn dng cp cho cc doanh

nghip trang tri cc chi ph trong hot ng kinh doanh xut nhp khu.

Cn c theo thi hn tn dng

Theo Cuc sng Vit, Tm hiu v Ngn hng.

http://www.cuocsongviet.com.vn/index.asp?act=detail&mabv=2549&/Tim-hieu-ve-Ngan-hang.csv

Cho vay ngn hn: l loi cho vay c thi hn di 1 nm. Mc ch ca

loi cho vay ny thng l nhm ti tr cho vic u t vo ti sn lu
ng.

Cho vay trung hn: l loi cho vay c thi hn t 1 n 5 nm. Mc ch ca

loi cho vay ny thng l nhm ti tr cho vic u t vo ti sn c nh.
Cho vay di hn: l loi cho vay c thi hn trn 5 nm. Mc ch ca loi
cho vay ny thng l nhm ti tr cho vic u t vo cc d n u t.

Cn c theo mc tn nhim ca khch hng

Cho vay khng c m bo: l loi cho vay khng c ti sn th chp, cm

c hoc bo lnh ca ngi khc m ch da vo uy tn ca bn thn khch
hng vay vn quyt nh cho vay.

Cho vay c m bo: l loi cho vay da trn c s cc bo m cho tin

vay nh th chp, cm c hoc bo lnh ca mt bn th ba no khc.

Cn c theo phng thc cho vay

Cho vay theo mn vay: l phng thc cho vay m mi ln vay vn, khch
hng v t chc tn dng thc hin th tc vay vn cn thit v k hp ng
tn dng. Cho vay tng ln thch hp p dng cho cc n v kinh doanh
theo tng thng v hay vay theo ma v.

Cho vay theo hn mc tn dng: t chc tn dng cng khch hng xc nh

v tha thun mt hn mc tn dng c duy tr trong mt khon thi gian
nht nh hoc theo chu k sn xut kinh doanh.

Cn c theo ch th tn dng

Tn dng thng mi: l quan h tn dng gia cc nh doanh nghip c

biu hin di hnh thc mua bn chu hng ha.

Tn dng ngn hng: l quan h tn dng gia cc ngn hng, cc t chc tn

dng vi cc doanh nghip v c nhn.

Tn dng Nh nc: l quan h tn dng m trong Nh nc l ngi i

vay v dn chng l ngi i vay.

2.4.
Tnh hnh cung ng cc sn phm cho vay ti mt s ngn hng trn a
bn Thnh ph Long Xuyn
Cc NH trn a bn Thnh ph Long Xuyn nhn chung u ang cung cp cc sn
phm cho vay nh: cho vay tiu dng, cho vay sn xut kinh doanh, cho vay nng lm
ng nghip. Trong giai on cnh tranh gay gt gia cc NH vi nhau th cc NH a ra
cc sn phm cho vay ngy cng a dng. Cc sn phm cho vay ti mt s NH trn a
bn Thnh ph Long Xuyn nh sau:
2.4.1. Cho vay tr gp sinh hot tiu dng
L sn phm tn dng h tr ngun vn gip khch hng mua sm vt dng gia nh,
sa cha nh , sa xe c gii, lm kinh t h gia nh, thanh ton hc ph, i du lch,
cha bnh, ma chay, ci hi, . . . v cc nhu cu thit yu khc trong cuc sng.

Bng 2.1: Sn phm vay tiu dng

VAY TIU DNG

NH ng

NH Chu

NH Pht trin Nh
BSCL

Thi gian cho vay

Ti a 84 thng.

12, 24 v 36 thng.

Ln n 48 thng, trng
hp c bit c 60
thng.

Loi tin vay

VND, vng, ngoi t.

VND

VND hoc USD

Mc cho vay

Ty theo nhu cu ca
khch hng nhng ti a
khng qu 500 triu ng.

Ty vo nhu cu ca
khch hng.

Cho vay c bo m
bng ti sn khc: khng
qu 100% gi tr phng
n xin vay. Cho vay
khng c bo m bng
ti sn: khng qu 12
thng thu nhp thc t
ca ngi vay v khng
qu 200 triu ng.

Li sut

Theo li sut quy nh

hin hnh ca ACB.

Theo quy nh hin

hnh ca NH ng .

Theo li sut quy nh

hin hnh ca MHB.

Phng thc tr n

Tr li hng thng v vn
tr vo cui k (nu vay
ngn hn).

Tr vn hng k, li
trn d n thc t.

Theo tha thun gia NH

v khch hng.

Hoc tr dn (vn + li)

hng thng: vn gc tr
u nhau hoc tng dn
20%/nm

2.4.2. Cho vay phc v sn xut kinh doanh v lm dch v

L sn phm tn dng h tr ngun vn gip khch hng b sung ngun vn lu ng
hoc u t pht trin mua my mc, trang thit b, phng tin vn chuyn,
Bng 2.2: Sn phm vay sn xut kinh doanh v dch v
VAY SXKD

NH Chu

NH Lin Vit

NH An Bnh

Thi gian cho vay

Ph hp vi chu k sn
xut kinh doanh v kh
nng hon tr n vay.

Ti a 60 thng

Ti a 12 thng

Loi tin vay

VND

VND

VND

Mc cho vay

Theo nhu cu v kh
nng tr n ca KH

Ph hp vi chu k
SXKD ca KH

Ti a: 85% nhu cu vn.

Li sut

Theo li sut quy nh

hin hnh ca ACB.

Theo quy nh hin

hnh ca NH An Bnh.

p dng li sut cho vay

ca LienVietBank

Phng thc tr n

Tr li hng thng ,vn

tr vo cui.

Tr li: hng thng

Tr li hng thng, tr gc
cui k.

Tr n gc: hng thng,

hng qu.

2.4.3. Cho vay nng lm ng nghip

L sn phm tn dng h tr ngun vn gip khch hng u t pht trin sn xut kinh
doanh, nng lm ng nghip.
Bng 2.3: Sn phm vay nng lm ng nghip
VAY NNG LM
NG NGHIP

NH Pht trin Nh
BSCL

NH Si Gn
Thng Tn

NH Kin Long

Thi gian cho vay

Bng vi thi gian mt

vng quay vn hay chu
k sn xut kinh doanh.

Ti a 60 thng.

Ph hp vi phng n,
d n vay vn ca khch
hng.

Loi tin vay

VND

VND

VND

Mc cho vay

Ti a 20 triu ng.

Khng vt qu 85%
chi ph ca phng n
sn xut, kinh doanh,
dch v hoc d n u
t.

Ty theo nhu cu vay

vn v kh nng tr n
ca khch hng. Ti a
85% d n.

Li sut

Theo li sut quy nh

hin hnh ca MHB.

Thay i linh hot do

Sacombank theo tng
thi k.

Theo li sut quy nh

hin hnh ca NH Kin
Long.

Phng thc tr n

Tr n cui k.

Tr li theo d n gim
dn, tr vn theo phn
k c nh.

Tr li theo ma v
nhng khng qu 06
thng/ ln v vn tr vo
cui k (nu vay ngn
hn) hoc tr dn (vn +
li) hng thng, hng
qu, cc phng thc tr
n khc (nu vay trung,
di hn).

Li tr hng thng, vn
tr cui k.

2.5.

Tm tt

Ngn hng hay nh bng l cc t chc ti chnh hot ng trong lnh vc ti chnh,
iu ha lu thng tin t nhm thc y kinh t pht trin, phc v i sng dn c v
to thun li cho s n nh th trng gi c.
Tn dng NH c th phn chia thnh nhiu loi khc nhau ty theo nhng tiu thc phn
loi khc nhau: cn c theo mc ch tn dng, cn c theo thi hn tn dng, cn c
theo mc tn nhim ca khch hng, cn c theo phng thc cho vay, cn c theo
ch th tn dng.
Chng tip theo s ra c s l thuyt v m hnh nghin cu.

Chng 3

C S L THUYT M HNH NGHIN CU

3.1.

Gii thiu

Chng 2 trnh by v NH v cc hot ng cho vay ca cc NH Long Xuyn.

Chng 3 trnh by gm 3 phn: (1) c s l thuyt cht lng dch v, m hnh
SERVQUAL, mi quan h gia cht lng dch v v s tha mn, (2) cc nghin cu
trc v cht lng dch v NH, (3) ra m hnh nghin cu.
3.2.

C s l thuyt

3.2.1. Cht lng dch v7

i vi dch v th vic nh gi cht lng ca n kh khn hn nhiu v dch v c
nhng c im khc vi sn phm hu hnh. L thuyt v marketing dch v cho rng
dch v bao gm ba c im c bn l v hnh, khng ng nht v khng th tch ly.
Th nht, phn ln dch v c xem l sn phm v hnh. Dch v khng th cn,
ong, o, m, th nghim hoc kim nh trc khi mua, kim tra cht lng. Vi
l do v hnh, nn cng ty cm thy rt kh khn trong vic tm hiu khch hng nhn
thc nh th no v dch v v nh gi cht lng dch v.
Th hai, dch v khng ng nht, c bit i vi nhng dch v c hm lng cao v
sc lao ng ca con ngi. L do l hot ng ca dch v thng thay i t cc nh
cung cp dch v, t khch hng, v cht lng dch vu cung cp cng khng nh nhau
theo tng ngy, thng v nm kinh doanh. Vic i hi cht lng ng nht t i ng
nhn vin cng s rt kh m bo. L do l nhng g m cng ty d nh phc v th
c th hon ton khc vi nhng g m khch hng nhn c.
Th ba, sn xut v tiu th i vi nhiu loi hnh dch v th khng th tch ri. Cht
lng ca dch v khng th sn xut trong nh my, ri chuyn nguyn hin trng dch
v n khch hng. i vi nhng dch v c hm lng lao ng cao, th cht lng
dch v th hin trong qu trnh tng tc gia khch hng v nhn vin ca cng ty
cung cp dch v.
Chnh v nhng c im trn, vn nh gi cht lng dch v khng phi l vn
n gin v d thc hin. Trong mt thi gian di, nhiu nh nghin cu c gng
nh ngha v o lng cht lng dch v. Ly v d, Lehtinen & Lehtinen cho l cht
lng dch v phi c nh gi trn hai kha cnh, (1) qu trnh cung cp dch v v
(2) kt qu ca dch v. Gronroos cng ngh hai lnh vc ca cht lng dch v,
l (1) cht lng k thut v (2) cht lng chc nng. Cht lng k thut lin quan
n nhng g c phc v v cht lng chc nng ni ln chng c phc v nh
th no.
3.2.2. M hnh SERVQUAL8
Parasuraman & ctg (1985:1988, dn theo Nguyn nh Th & Nguyn Th Mai Trang,
2007) l nhng ngi tin phong trong nghin cu cht lng dch v trong ngnh tip
7,8

Nguyn nh Th & Nguyn Th Mai Trang. 2008. Nghin cu khoa hc marketing: ng dng m
hnh tuyn tnh SEM. NXB. i hc Quc gia TPHCM.

th mt cch c th v chi tit. Cc nh nghin cu ny a ra m hnh nm khong

cch cht lng dch v.
Khong cch [1] l sai bit gia s k vng ca khch hng v cm nhn ca nh cung
cp dch v v s k vng . S sai bit ny hnh thnh do nh cung cp khng hiu
thu o cc c trng cht lng dch v v nhn nh cha ng k vng ca khch
hng.
Khong cch [2] c to ra khi nh cung cp gp kh khn, tr ngi trong vic chuyn
cc k vng c cm nhn sang cc tiu ch cht lng c th v chuyn giao chng
ng k vng cho khch hng. S cch bit v tiu ch ny l do cu v dch v tng
cao trong ma cao im lm cho nh cung cp khng p ng kp.
Khong cch [3] hnh thnh khi nhn vin chuyn giao dch v cho khch hng khng
theo nhng tiu ch nh. Khong cch ny lin h trc tip n nng lc phc v ca
nhn vin giao dch dch v.
Khong cch [4] l sai bit gia dch v chuyn giao ca nh cung cp v thng tin
khch hng nhn c. Khong cch ny xut hin khi c s so snh cht lng m
khch hng cm nhn c vi thng tin dch v c truyn ti n h.
Khong cch [5] xut hin khi c s khc bit gia cht lng k vng v cht lng
cm nhn khi khch hng tiu th dch v. Cht lng dch v c xem l hon ho
khi khong cch ny bng 0.
Parasuraman & ctg (1985, dn theo Nguyn nh Th, 2007) cho rng cht lng dch
v ph thuc vo khong cch th nm. Khong cch [5] ny li ph thuc vo 4
khong cch trc .
Parasuraman & ctg (1988, dn theo Nguyn nh Th, 2007) a ra nm thnh phn
ca cht lng dch v, l:
1. Tin cy (reliability): Mc tin cy ca dch v th hin qua kh nng thc hin
dch v ph hp v ng thi hn ngay ln u tin.
2. p ng (responsiveness): Mc p ng ca dch v th hin qua s mong
mun v sn sng ca nhn vin phc v cung cp dch v kp thi cho khch
hng.
3. Nng lc phc v (assurance): Nng lc phc v th hin qua trnh chuyn
mn v cung cch phc v lch s, nim n vi khch hng.
4. ng cm (empathy): Mc ng cm ca dch v th hin s quan tm chm
sc n tng khch hng c nhn.
5. Phng tin hu hnh (tangibles): Phng tin hu hnh ca dch v th hin
qua ngoi hnh, trang phc ca nhn vin phc v, cc trang thit b phc v cho
dch v.
Tuy c kh nhiu tranh ci v s lng thnh phn nh gi, nhng sau hng lot
nghin cu v kim nh th 5 thnh phn ny vn c xem l n gin v y . Vi
mi thnh phn, Parasuraman thit lp nhiu bin quan st o lng nh gi ca
khch hng theo thang im Likert. V ng cng cho rng vi tng loi hnh dch v v
tng tnh cht nghin cu khc nhau th s lng bin quan st cng khc nhau.9

H Th Hn Ti. 2008. nh gi cht lng dch v tic ci ca Cng ty dch v du lch Ph Th.
Lun vn thc s kinh t. i hc Kinh t TPHCM.

3.2.3. Mi quan h gia cht lng dch v v s tha mn ca khch hng10

S tha mn ca khch hng v cht lng dch v l hai khi nim phn bit nhng c
quan h gn vi nhau. Cht lng dch v l khi nim khch quan, mang tnh lng gi
v nhn thc, trong khi , s hi lng l s kt hp ca cc thnh phn ch quan, da
vo cm gic v cm xc.
Mt s nh nghin cu nh Parasuraman, Zeithaml, Berry, Bitner, Bolton ng h quan
im s hi lng ca khch hng dn n cht lng dch v. H cho rng cht lng
dch v l s nh gi tng th di hn trong khi s hi lng khch hng ch l s nh
gi mt giao dch c th. Cc nh nghin cu khc nh Cronin, Taylor, Spreng, Mackoy
v Oliver li cho rng cht lng dch v l tin t cho s hi lng khch hng. Quan
im no ng hin vn cn l mt b n v c hai quan im u c c s l lun cng
nh kt qu nghin cu chng minh.
3.3.

Cc nghin cu trc v cht lng dch v ngn hng

Phm Quang Thi (2007) tin hnh o lng s tha mn ca khch hng Tp.HCM
i vi cht lng dch v NH ng . Nghin cu ny a ra 6 thnh phn cu
thnh cht lng dch v ti NH ng bao gm: tin cy, phn hi, k nng, tip cn,
thng tin v cht lng sn phm. Sau qu trnh phng vn 100 khch hng, cho thy
cht lng dch v ti NH ng mc trung bnh, khch hng tha mn tng ng
nhau vi tng thnh phn cht lng dch v ti NH ng . Khng c s chnh lch
gia vic nh gi mc tha mn ring l ca tng thnh phn cu thnh nn cht
lng dch v vi nh gi tng quan mc hi lng cht lng dch v NH ng .
H Th M Duy (2009) nghin cu tm hiu nhng k vng ca khch hng Tp.Long
Xuyn i vi dch v th quc t ca ngn hng Sacombank v o lng mc nhn
nh ca h v cht lng dch v nhn c vi thang o SERVQUAL. Nghin cu
ny phng vn 130 khch hng v kt qu nghin cu cho thy khch hng hi lng i
vi yu t hu hnh ca dch v th quc t Sacombank, c s vt cht khang trang v
ng phc ca nhn vin vt qua s mong i ca h. Vi bn thnh phn cn li,
mc k vng ca khch hng cao hn mc dch v thc t nhn c. Trong , thnh
phn cm thng c khong cch chnh lch cao nht.
3.4.

M hnh nghin cu

Thang o SERVQUAL l thang o cht lng dch v c s dng ph bin nht

trong nhiu lnh vc nh dch v ngn hng (Nguyn Th Phng Trm, 2008), dch v
siu th (Nguyn nh Th & Nguyn Th Mai Trang, 2003) thc hin c cc
mc tiu t ra, nghin cu ny s dng thang o SERVQUAL v khi nim s hi
lng trong m hnh l thuyt sau:
Theo m hnh o lng s hi lng ca khch hng i vi cht lng dch v tn
dng ngn hng cn phi xem xt n 5 thnh phn cht lng: hu hnh, tin cy, p
ng, nng lc phc v v cm thng.
V thnh phn hu hnh: cn quan tm n tr s ngn hng, khu vc giao dch,
trang thit b v trang phc ca NVNH.
V thnh phn tin cy: phi xem xt n cc yu t nh NVNH nhn ra ng
mong mun ca khch hng ngay t ln u giao dch, t vn rt chn tht, lun
lm ng nhng g ha hn trong giao dch, lm ng cam kt ghi trong hp

10

Nguyn Thnh Long. Thng 4 nm 2005. Cht lng dch v i hc nh mt dch v qua nh gi
ca sinh vin. Khoa Kinh t-Qun tr Kinh Doanh. i hc An Giang.

10

ng, NH cung cp y cc thng tin v khon vay, thc hin gii ngn/thu
li-vn chnh xc.
V thnh phn p ng: xem xt cc yu t nh sn sng lng nghe phc v,
tip xc khch hng ngay khi c th, thng tin phn hi nhanh chng, chnh xc,
nhit tnh trong t vn v thc hin cc th th tc vay.
V thnh phn nng lc phc v: quan tm n cc yu t nh k nng giao tip,
k nng vn phng, trnh chuyn mn nghip v, thi gian gii quyt yu cu
ca khch hng.
V thnh phn cm thng: xem xt cc yu t nh NH th hin s quan tm n
c nhn khch hng, quan tm n cng vic sn xut kinh doanh ca khch
hng, thng cm vi nhng kh khn ca khch hng.
TIN CY
- Cung cp y cc thng tin khon vay.
- NVNH t vn chn tht.
- Lun lm ng nhng g ha hn, cam kt.
-Gii ngn/thu li - vn chnh xc.

P NG
- Tip xc, lm vic ngay khi c th.
- Sn sng lng nghe phc v.
- Hi p nhanh cc yu cu, mong mun.
- Nhit tnh thc hin cc th tc.

NNG LC PHC V
- Thnh tho k nng vn phng.
- Hiu chc, thnh tho quy trnh th tc.
- Nh nhn, n cn khi tip xc.
- T vn cho KH nhng khon vay hp l.
- Thi gian gii quyt yu cu l rt nhanh.

S hi lng
(tha mn)

NG CM
- Quan tm n c nhn KH.
- Thng cm vi mong mun ca KH.
- Thng cm kh khn vi KH.
- Chn thnh quan tm kt qu cng vic KH.

PHNG TIN HU HNH

- Tr s NH rt uy nghi, b th.
- Khu vc giao dch b tr ngn np, tin nghi.
- Trang thit b hin i, tin tin.
- NVTD c trang phc lch s, bt mt.

Hnh 3.1: M hnh nghin cu

3.5.

Tm tt

Cht lng dch v c nh ngha nh khong cch gia cht lng k vng v cht
lng cm nhn c bi khch hng. o lng thang o SERVQUAL c s
11

dng vi 5 thnh phn: (1) Phng tin hu hnh, (2) Tin cy, (3) p ng, (4) Nng
lc phc v, (5) Cm thng.
Trn c s ny, m hnh nghin cu c a ra nhm o lng s tha mn ca
khch hng v cht lng dch v tn dng ca cc NH v kim nh quan h gia cc
thnh phn cht lng dch v vi s hi lng khch hng.
Chng tip theo s a ra cc phng php phc v cho vic nghin cu

12

Chng 4

PHNG PHP NGHIN CU

Gii thiu

4.1.

Cc c s l thuyt v cht lng dch v, s hi lng ca khch hng v cc nghin

cu trc l c s cho m hnh l thuyt cng cc gi thit ngh chng 3. Chng
4 trnh by phng php v quy trnh nghin cu vi cc phn c th sau: (1) Thit k
nghin cu, (2) Thang o, (3) Mu.
Thit k nghin cu

4.2.

Nghin cu s c tin hnh theo hai giai on: s b v chnh thc

Bng 4.1: Tin tng qut ca nghin cu
Bc

Dng

Phng php

K thut

S b

nh tnh ln 1

Tho lun vi nhn vin tn dng

S chuyn vin: 05

nh tnh ln 2

Tho lun vi khch hng

S ngi: 10

nh lng

Phng vn trc tip (bn cu hi)

Chnh thc

N=194
X l d liu
4.2.1. Nghin cu s b
Nghin cu ny nhm xc nh cc yu t chnh tc ng n s hi lng ca khch
hng cng nh pht hin thm nhng thnh phn ca nghin cu. y l bc quan
trng iu chnh t thang o cht lng dch v ca Parasuraman sang thang o cht
lng dch v tn dng ca ngn hng. Nghin cu s b c thc hin thng qua 2
bc nh tnh.
Nghin cu nh tnh ln 1 c thc hin thng qua phng php tho lun vi 05
nhn vin tn dng ca cc ngn hng vi mt dn bi lp sn nh hng cho cuc
phng vn. Nghin cu ny c thc hin vo ngy 08/03/2010.
Nghin cu nh tnh ln 2 s dng phng php tho lun vi10 khch hng c s
dng dch v tn dng ca cc ngn hng thng qua mt dn bi lp sn. Nghin cu
ny thc hin vo ngy 10/03/2010.
Da vo kt qu thu c t hai ln nghin cu nh tnh s iu chnh v b sung cc
bin ca thang o SERVQUAL cho ph hp vi dch v tn dng ngn hng.
4.2.2. Nghin cu chnh thc
Nghin cu chnh thc c thc hin bng phng php nghin cu nh lng vi k
thut thu thp d liu l phng vn qua bn cu hi (ng). Ton b d liu hi p s
c x l vi s h tr ca phn mm SPSS, khi cn thit cng c th dng Excel
tnh ton s liu v v biu minh ha.
13

C s l thuyt
- Cht lng dch v
- Thang o SERVQUAL
- S tha mn

D liu th cp

Thang o 1

Tho lun tay i

- iu chnh mt s
thng tin cn thit.
- iu chnh thang o.

Thang o 2

Phng vn chnh thc

(N = 194)

Thu thp
X l

Xp loi.
Tng hp.
Thng k m t.
Nhn nh.

Bo co
Hnh 4.1: Quy trnh nghin cu11
T c s l thuyt v cht lng dch v, thang o SERVQUAL v s tha mn, cc
vn c bn v dch v tn dng ngn hng v kt qu thu c t cuc tho lun tay
i th bn cu hi c phc tho v lp hon chnh. Bc k tip l ly kin chuyn
gia v tin hnh phng vn th. Sau khi hiu chnh bn cu hi ln cui cng l tin
hnh phng vn chnh thc. D liu sau khi thu thp s c lm sch, x l v s dng
11

Dng Anh T. Thng 6 nm 2007. Thi doanh nghip v tuyn dng lao ng l ngi khuyt tt.
Kha lun tt nghip. Khoa Kinh t-Qun tr Kinh doanh. i hc An Giang.

14

cc bin php, cng c thng k m t, phn tch tng quan, phn tch khc bit lm c
s trnh by v bo co kt qu nghin cu.
Thang o

4.3.

Thang o ch yu trong nghin cu ny l SERVQUAL. T y, bn cu hi (1) c

xy dng v c hiu chnh sau nghin cu s b thnh bn cu hi (2), bn cu hi
ny li c tip tc ly kin ca chuyn gia, pht hnh th v tr thnh bn cu hi
chnh thc.
Stt Khi nim

Bng 4.2: Khi nim v thang o

Thang o s dng & tham kho

Cht lng dch v SERVQUAL Parasuraman & ctg (1988, dn theo Nguyn
nh Th & Nguyn Th Mai Trang, 2008).

SERVQUAL trong cc nghin cu ca Nguyn Th Phng

Trm (2008), Nguyn Thanh Nhn (2008), Nguyn Huy
Phong & Phm Ngc Thy (2007).
S hi lng

Tha mn Nguyn nh Th & ctg (2003, dn theo

Nguyn Thnh Long, 2005).

Mu

4.4.

Nghin cu nh tnh:
Nghin cu nh tnh ln 1: Vi nhng nhn vin tn dng ca cc NH Long Xuyn.
iu chnh thang o SERVQUAL, tin hnh nghin cu nh tnh thu thp kin
ca 05 nhn vin tn dng. C th:
Bng 4.3: Danh sch nhn vin tn dng c phng vn
Tn nhn vin tn dng Chc v - Tn n v cng tc

Stt
1

Phan Ngc Thanh

T trng khch hng c nhn ca MHB.

Nguyn Thanh Dng

Nhn vin tn dng Phng c nhn ca MDB.

Lm H Cao Tr

Nhn vin tn dng Phng c nhn ca Sacombank.

Nguyn Duy Tho

Nhn vin tn dng Phng c nhn ca MHB

Ng Minh Lun

Nhn vin tn dng Phng c nhn ca Vietcombank

V l nhng nhn vin tn dng nn h c trnh chuyn mn v lun quan tm n

nhng yu t dch v mang li cho khch hng. Nghin cu ny thc hin qua dn bi
lp sn (ph lc 1) gm 2 bc:

Bc 1: Phng vn nhn vin tn dng v nhng yu t tc ng n s hi lng

ca khch hng qua dch v tn dng ca chnh ngn hng mnh ang cng tc.
Bc 2: Tho lun vi nhn vin tn dng, gi nhng thnh phn thang o
trong m hnh nghin cu ca Parasuraman.

Kt qu sau ln nghin cu nh tnh ny cho thy nhng nhn vin tn dng u cho
rng:
15

Bng 4.4: Kt qu nghin cu nh tnh ln 1

Thnh phn

Kt qu

Tin cy

- Nhn ra ng mong mun ca KH ngay t ln u.

- Cung cp y cc thng tin khon vay.
- Lun lm ng nhng g ha hn trong giao dch.
- Lun lm ng nhng g cam kt trong hp ng
- Gii ngn/thu li-vn chnh xc.

p ng

- Tip xc, lm vic vi KH ngay khi c th.

- Sn sng lng nghe cc thng tin t KH phc v.
- Hi p nhanh cc yu cu, mong mun ca KH.
- Sn sng t vn/gp v khon vay.

Nng lc phc v

- Thnh tho k nng vn phng.

- Hiu chc, bit r quy trnh th tc nghip v ca mnh.
- C kinh nghim thc t v kinh t, kinh doanh.
- Nh nhn, n cn khi tip xc vi KH.
- T vn cho KH nhng khon vay hp l.

Cm thng

- Thng cm vi mong mun ca KH.

- Thng cm vi nhng kh khn ca KH.
- Chn thnh quan tm kt qu cng vic ca KH.

Phng tin hu hnh

- Khu vc giao dch b tr ngn np, tin nghi.

- Trang thit b hin i, tin tin.
- C trang phc lch s, bt mt.

Nghin cu nh tnh ln 2:
Vi nhng khch hng s dng dch v tn dng ca ngn hng .Nghin cu nh
tnh ln 1 ch l phn kin ca cc nhn vin tn dng nn kin ny c th t nhiu
mang tnh ch quan. cho nghin cu mang tnh ton din hn, tin hnh thc hin
nghin cu nh tnh ln 2 qua dn bi lp sn (ph lc 2) v i tng khch hng
c la chn phng vn theo phng php chn mu thun tin. mu c mang
tnh khch quan, chn cc i tng nm trong a bn cc phng khc nhau. Tc gi
s gi lin lc vi nhng p vin ny thun tin cho vic phng vn chnh thc v
sau.
Kt qu nghin cu nh tnh ln 2 b sung thm cc ca cc thnh phn cht
lng dch v tn dng. C th nh sau:

16

Bng 4.5: Kt qu nghin cu nh tnh ln 2

Thnh phn

Kt qu

Tin cy

- NVTD t vn rt chn tht cc khon tn dng.

p ng

- NVTD nhit tnh thc hin cc th tc vay vn.

Nng lc phc v

- Gii thch, thuyt minh r rng, d hiu.

- Thc hin thnh tho quy trnh th tc.
- Nhiu kin gp /t vn cho KH c gi tr.
- Thi gian gii quyt yu cu l rt nhanh.

Cm thng

- NVNH th hin s quan tm n c nhn KH.

- KH cm nhn c s thn thit ca NH ny.

Phng tin hu hnh

- Tr s NH rt uy nghi, b th.

Nghin cu nh lng:
Cc thang o sau khi c iu chnh, b sung thng qua nghin cu nh tnh s
c tip tc nh gi thng qua nghin cu nh lng (nghin cu chnh thc). C
mu cho cuc nghin cu ny khong 200. Vic thu thp d liu c tin hnh bng
cch phng vn trc tip KH thng qua bn cu hi. D liu sau khi thu thp, c lm
sch, m ha v tin hnh phn tch: (1) thng k m t, (2) phn tch tng quan, (3)
phn tch khc bit. Cng vic phn tch c h tr bi cc phn mm SPSS 17.0, c
th dng Excel tnh ton s liu v minh ha hnh nh.
Bng 4.6: Phng php v ch phn tch
Phng php phn tch

Ni dung
- Phn b mu

M t

- Cht lng dch v tn dng cc NH

- S hi lng ca KH

Khc bit v quan h

- Phn tch tng quan gia thnh phn cht lng dch
v tn dng vi s hi lng.
- S khc bit theo cc bin nhn khu hc

4.5.

Tm tt

Chng 4 tp trung trnh by phng php nghin cu nhm t c mc tiu ra.

Phng php nghin cu thc hin qua 2 bc: nghin cu s b nh tnh v nghin
cu chnh thc nh lng. K thut tho lun tay i c dng trong nghin cu s
b tm kim nhng thng tin c lin quan n ti, nhm phc v cho cng tc
phc tho bn cu hi phng vn. K thut phng vn trc tip c dng nghin cu
chnh thc vi kch thc mu n = 194. Phn mm Excel v SPSS 17.0 c dng h
tr phn tch nh lng. Chng tip theo s trnh by kt qu nghin cu.
17

Chng 5

KT QU NGHIN CU
5.1.

Gii thiu

Chng 4 gii thiu v cch thc thu thp d liu, phng php nghin cu nh
tnh, phc ha qui trnh nghin cu chnh thc v phng php chn mu hp l.
Chng 5 ny trnh by kt qu nghin cu. Ni dung chnh gm 8 phn: (1) tng hp
thng tin mu, (2) nh gi ca KH v cht lng dch v tn dng NH, (3) nh gi s
hi lng ca KH, (4) so snh mc hi lng ca KH i vi cht lng dch v tn
dng cc NH ti Long Xuyn, (5) so snh cht lng dch v tn dng gia NH TMNN
v NH TMCP, (6) phn tch tng quan mi quan h gia cht lng dch v tn dng
vi s hi lng ca KH, (7) s khc bit v cht lng dch v theo cc bin nhn khu
hc, (8) s khc bit v mc hi lng theo cc bin nhn khu hc.
5.2.

Tng hp thng tin mu

Mu c thu thp bng cch phng vn trc tip KH qua bn cu hi, cng vi
phng php ly mu thun tin. Tng s bn cu hi thu v l 225, ch c 194 bn hp
l, 31 bn khng hp l do thiu nhiu thng tin v qu nhiu p n trng nhau. Sau
khi tng hp hi p thu c cc s liu thng k theo cc bin phn loi trnh by
bng di. S lng hi p mu nh trn l v p ng c yu cu cho phn
tch tip sau. Thng tin mu c trnh by c th trong bng 5.1:
Bng 5.1: Mu phn b theo phn loi i tng phng vn
Ngn hng
Gii tnh
Nam
N
tui
<30
30..39
40..49
50
Hc vn
THCS
THPT
i hc
Thu nhp (triu)
<4
4..6
6..10

Mc ch

Thi hn

Li sut

u
t

Ngn
hn

Trung
hn

C
nh

Th
ni

Kt
hp

TMNN

TMCP

SXKD

Tiu
dng

24
18

88
64

81
55

28
26

3
1

73
55

39
27

99
67

16
14

3
1

10
18
12
2

60
52
32
8

35
56
37
8

34
12
6
2

1
2
1
0

51
42
30
5

19
28
14
5

55
62
34
9

14
6
9
1

1
2
1
0

3
23
16

26
60
66

25
68
43

4
14
36

0
1
3

18
56
54

11
27
28

28
65
67

1
17
12

0
1
3

14
19
9

66
59
27

45
61
30

35
17
2

0
0
4

61
50
17

19
28
19

73
59
28

7
16
7

0
3
1

18

p vin a s l gii tnh nam, c tui di 30 tui, hc vn i hc, thu nhp ch

yu di 6 triu. Cc p vin vay vn ch yu ca NH TMCP vo mc ch sn xut
kinh doanh, thi hn vay ngn hn v li sut vay l c nh.
5.3.

nh gi ca khch hng v cht lng dch v tn dng ngn hng

Cht lng tn dng ngn hng c o bng thang o SERVQUAL ca Parasuraman

gm 5 thnh phn: phng tin hu hnh, tin cy, p ng, nng lc phc v v ng
cm, qua 31 bin. Trong mi bin s c khch hng nh gi vi thang o Likert 5
im qua vic tr li t hon ton phn i (1) n hon ton ng (5). Khi phn tch
s gp 5 mc thnh 3 mc ng : phn i, trung ha, ng .
5.3.1. Thnh phn hu hnh
TP hu hnh ca cht lng dch v tn dng c o lng qua 4 bin gm: tr s NH,
khu vc giao dch, trang thit b v trang phc NVNH.

Hnh 5.1: Biu cc yu t thnh phn hu hnh

Cc thng s trn biu cho thy t l KH nh gi mc ng chim t l cao
trong tng th nghin cu, KH nh gi mc phn i chim t l rt thp, nh hn
5% tng th.
Trong bn yu t thnh phn hu hnh, khu vc giao dch KH c b tr ngn np, tin
nghi c KH nh gi ng cao nht, chim 86,1%, k tip l yu t trang phc
NVNH rt lch s, p mt (81,4%), trang thit b hin i, tin tin (74,2%), thp nht
l tr s NH rt uy nghi, b th(62,4%). Nhn chung, KH nh gi mc ng ca
thnh phn hu hnh trn mc trung bnh.
Vic thit k v b tr quy dch v phc v khch hng sao cho thun tin nht nh
hng khng nh n vic thu ht khch ca ngn hng. Mt ngn hng hin i, vi
y tin nghi v c ni giao dch thun tin cng c th s khng c khch nu nh
khng c mt ch gi xe an ton. Ngoi ra, mt bn nc vi mt l hoa v mt vi tp
ch gii thiu v hot ng ca ngn hng, mt vi dch v nh trong khi ch i cng
l mt cch thu ht khch hng hiu qu m khng phi u cng lm c. V vy,
vic thit k bao gm b tr trong ngn hng, thit b, c, khng gian, mu sc,... tt

19

c nhng yu t c th to nn khng kh thn thin v gip vic loi b "hng ro

ngn cch" gia khch hng v nhn vin ngn hng.12
5.3.2. Thnh phn tin cy
TP tin cy ca cht lng dch v tn dng c o lng qua 6 bin gm 3 bin v
hot ng ca nhn vin ngn hng v 3 bin v hot ng ca ngn hng ni chung.

Hnh 5.2: Biu cc yu t thnh phn tin cy

Qua kt qu kho st trn biu cho thy KH nh gi cao mc ng cc yu t
NH thc hin gii ngn/thu li-vn hon ton chnh xc (88,1%), k tip l NH lun lm
ng nhng g cam kt vi KH trong hp ng (87,6%), NH cung cp y cc
thng tin cn thit v khon vay (83%), NVNH lun lm ng nhng g ha hn vi
KH khi giao dch (82,5%). KH nh gi thp nht mc ng l yu t NVNH nhn
ra ng mong mun ca KH ngay t ln u giao dch (61,4%) nhng li c mc nh
gi trung ha l cao nht (36,7%).
Nhn chung, thnh phn tin cy c KH nh gi mc trn trung bnh. Mc d ti
hi tho "Thng hiu cho ngnh ngn hng - ti chnh Vit Nam nm 2009" ngy 14/5,
ti H Ni, nhiu i biu cho rng chng mc no cho n nay, h thng ngn
hng Vit Nam cha thc s c mt thng hiu tt, cha mt ngn hng no to c
s "tin cy" cao cho khch hng.
5.3.3. Thnh phn p ng
TP p ng ca cht lng dch v tn dng ngn hng c o lng qua 5 bin, ch
yu l gii quyt cc yu cu ca nhn vin ngn hng i vi khch hng.

12

Nguyn c Tun, Nng cao cht lng dch v trong lnh vc ngn hng. c t:
http://www.vietinbank.vn/web/home/vn/research/08/080323.html

20

Hnh 5.3: Biu cc yu t thnh phn p ng

Hu ht cc yu t v TP p ng c khch hng nh gi kh tt, nh gi cao nht
l yu t NVNH sn sng lng nghe phc v khch hng (80,9%), k tip l yu t
NVNH sn sng t vn/gp v s dng khon vay(75,2%), NVNH rt nhit tnh gip
KH thc hin cc th tc lin quan (73,2%), NVNH tip xc, lm vic vi KH ngay khi
c th (70,7%), thp nht l yu t NVNH lun hi p nhanh cc yu cu, mong mun
ca KH (63,4%).
5.3.4. Thnh phn nng lc phc v
Nng lc phc v ca cht lng dch v tn dng ngn hng c o lng qua 11
bin ch yu l k nng t vn, giao tip, vn phng ca nhn vin ngn hng.
Thnh phn nng lc phc v c KH nh gi kh cao, mc ng cao nht
chim 87,1% tng th l yu t NVNH hiu chc, bit r qui trnh th tc nghip v ca
mnh. Yu t KH nhn c nhiu kin t vn/gp c gi tr t NVNH chim t l
ng thp nht, 59,8%. Nhn chung, nng lc phc v ca NVNH c KH Long
Xuyn c KH nh gi kh cao.
Trong cc yu t hnh thnh nn cht lng dch v hon ho, yu t con ngi l quan
trng nht. Bi v hu ht khch hng u giao dch trc tip vi nhn vin ngn hng.
Mi c ch, tc phong, hnh ng ca nhn vin ngn hng u nm trong mt ca
khch hng v thc t khch hng thng nh gi ngn hng qua nhn vin ca ngn
hng . Mt nhn vin nhanh nhn, cn thn, t m, cn mn, bit bnh tnh lng nghe
v lun bit mm ci s nng cao gi tr ca ngn hng trong mt khch hng v thc
y h n vi ngn hng nhiu hn. S thoi mi v tin tng l rt cn thit trong
giao dch m iu ny c khch hng nh gi qua thi , tc phong ca nhn vin
ngn hng. Do vy, cc cn b c k nng, trnh , thi nghim tc, c trch nhim
vi cng vic, o c tt, c o to cn thn l yu t quyt nh cht lng dch
v.13

13

Nguyn c Tun, Nng cao cht lng dch v trong lnh vc ngn hng. c t:
http://www.vietinbank.vn/web/home/vn/research/08/080323.html

21

Hnh 5.4: Biu cc yu t thnh phn nng lc phc v

5.3.5. Thnh phn ng cm
TP ng cm ca cht lng dch v tn dng ngn hng c o lng qua 5 bin, ch
yu l thi ca NVNH i vi khch hng.
Qua nghin cu cho thy cc yu t v TP ng cm c khch hng nh gi c s
chnh lch cc yu t, cao nht l yu t KH cm nhn c s thn thit NH ny
i vi mnh (70,4%), k tip l NH ht sc thng cm vi cc mong mun ca KH
(61,8%), NH lun th hin s quan tm n c nhn KH (60,8%), NVNH quan tm kt
qu cng vic ca KH rt chn thnh (50,5%) v thp nht l yu t NH lun xem cc
kh khn ca ti nh ca h (39,2%).

22

Hnh 5.5: Biu cc yu t thnh phn cm thng

Tm li, khi s dng thang o SERVQUAL o lng cht lng dch v tn dng
ngn hng ca cc ngn hng Long Xuyn 5 kha cnh: TP hu hnh, TP tin cy, TP
p ng, nng lc phc v v TP cm thng th a s khch hng nh gi cc yu t
ny kh cao. C th TP tin cy c khch hng nh gi cao hn c (mc im TB l
4,05), k tip l nng lc phc v (3,96), TP hu hnh (3,96), TP p ng (3,92) v sau
cng l TP ng cm (3,59).
Bng 5.2: nh gi chung theo tng nhm cht lng dch v
Thnh phn
Hu hnh
Tin cy
p ng
Nng lc phc v
Cm thng
Cc ch tiu cht lng

Trung bnh
3,96
4,05
3,92
3,96
3,59
3,90

Nh nht
1,50
2,33
2,20
2,45
2,00
1,50

Ln nht
5,00
5,00
5,00
4,91
5,00
5,00

Qua nghin cu thy rng yu t NH thc hin nghip v gii ngn/thu li-vn hon
ton chnh xc c khch hng nh gi cao nht (mc im TB l 4,24) v yu t NH
lun xem cc kh khn ca KH nh ca h c khch hng nh gi thp nht (mc
dim TB l 3,32).
Tng hp tt c cc yu t tc ng n cht lng dch v tn dng cc ngn hng
Long Xuyn mt cch tng qut, khch hng tha mn vi cht lng dch v tn dng
vi mc kh tt l 3,90.
KH nh gi cao nghip v gii ngn/thu li-vn c mt phn ln l do yu t cng
ngh. V cng ngh, trc y, khi cc ngn hng cha c cng ngh hin i, hoc
dng cc cng ngh li thi, vic qun l v cng bt tin cho khch hng. Tin gi
u, phi n , khng th rt im giao dch khc, mc d cc im ny u trong
cng h thng mt ngn hng. Thm ch khch hng mun giao dch bao nhiu im
th phi m by nhiu ti khon. Hin nay cc ngn hng ang u t mnh m, a
23

khoa hc ng dng vo thc t, thng qua pht trin thm nhiu dch v, sn phm
v qun l ni b cht ch, hiu qu hn.
Phn mm mi gip cho ngn hng c th thc hin ti 1000 giao dch/giy, qun tr ti
50 triu ti khon khch hng v h tr thc hin giao dch qua h thng 24h/ngy. Quy
trnh giao dch v sc, lnh thanh ton v hch ton cc ti khon khch hng... c x
l theo hng tp trung ho v t ng ho, gim ri ro, m bo x l nhanh gn v
khoa hc. Bn cnh nhng sn phm c bn ca hot ng ngn hng nh gi, rt tin
th vi nhng chnh sa nh trong h thng phn mm s gip ngn hng thit k trin
khai c nhiu sn phm a dng, cung cp nhiu dch v mi nh: thanh ton ho
n, mua thu bao tr trc, qun l ti khon qua Internet Banking. Trong thi gian
qua, mt s ngn hng thng mi u t hng triu USD tip tc pht trin giai
on hai ca chng trnh hin i ho vi mc tiu h tr pht trin cc sn phm dch
v ngn hng mi, trn c s ng dng v pht trin h thng ngn hng li.14
5.4.

nh gi s hi lng ca khch hng

S hi lng (tha mn) ca khch hng c th hin qua 3 yu t gm: hi lng vi

qui trnh phc v ca NH, s phc v ca NVNH v hi lng tng th v NH.
Bng 5.3: nh gi s hi lng ca KH
Stt
1
2
3

Tiu ch
Ti ht sc hi lng vi qui trnh phc v NH ny
Ti ht sc hi lng vi s phc v ca NVNH
Ni chung, ti ht sc hi lng v NH ny

Mc im
TB
3,97
3,99
4,03

lch
chun
0,675
0,675
0,639

Qua nghin cu cho thy qui trnh phc v, NVNH c khch hng nh gi tt (mc
im TB l 3,97 v 3,99). S chnh lch gia nh gi ca khch hng vi tng yu t
cht lng dch v tn dng v nh gi tng hp cht lng dch v tn dng l khng
ng k (3,90 so vi 4,03).
5.5.

So snh cht lng dch v tn dng gia NH TMNN v NH TMCP

S dng kim nh gi thuyt v tr trung bnh ca hai tng th (Independent-samples

T-test) kim nh cht lng dch v tn dng gia NH TMNN v NH TMCP.
Bng 5.4: So snh cht lng dch v gia NH TMNN v NH TMCP

NH TMNN
NH TMCP
Cng

Mu
48
146
194

Hu hnh
3,99
3,95
3,97

Tin cy
4,10
4,04
4,07

p ng
3,92
3,91
3,92

NLPV
3,97
3,96
3,97

Cm
thng
3,66
3,57
3,61

Da vo kt qu kim nh s bng nhau ca 2 phng sai (ph lc 5), ta thy gi tr

sig. trong kim nh u ln hn 0,05, do phng sai gia hai NH khng khc nhau,
ngha l cht lng dch v tn dng ca NH TMNN v NH TMCP c KH nh gi
khng c s khc nhau.

14

Nguyn c Tun, Nng cao cht lng dch v trong lnh vc ngn hng. c t:
http://www.vietinbank.vn/web/home/vn/research/08/080323.html

24

Phn tch tng quan mi quan h gia s hi lng v SERVQUAL

5.6.

S dng h s tng quan tuyn tnh r (Pearson Correlation Coefficient) kim nh

s tng quan gia 5 thnh phn cht lng dch v v s hi lng.
Phn tch tng quan cho thy mi tng quan gia 5 nhn t cu thnh thang o cht
lng dch v tn dng v s hi lng ca khch hng v cht lng dch v tn dng.
Cc gi tr sig. u nh (<0,01) do vy chng u c ngha v mt thng k. ng
thi nhng mi lin h ny cng chiu v c tng quan gia cc thnh phn cht lng
dch v, cng nh c s tng quan gia thnh phn cht lng dch v tn dng vi s
hi lng ca khch hng.
Bng 5.5: Ma trn tng quan
Hu hnh
Hu hnh
Tin cy
p ng
Nng lc
phc v
Cm thng
S hi lng
**

Tin cy

p ng

NLPV

Cm thng

S hi lng

1
.439**

.358**

.649**

.393**

.651**

.677**

.369**

.484**

.639**

.659**

.365**

.546**

.665**

.720**

.717**

: tng quan t mc ngha 0,01

Tm li, mi quan h gia thnh phn cht lng v s hi lng c xc nh vi

nhng kt lun sau:
Cc thnh phn cht lng dch v c mi quan h dng vi s hi lng ca khch
hng, hay cc thnh phn cht lng dch v tng th mc hi lng ca khch hng
tng.
Nng lc phc v l yu t tc ng ln nht n s hi lng ca khch hng, tip n
l cm thng, TP p ng, TP tin cy v TP hu hnh c mc tc ng rt thp.
5.7.

S khc bit v cht lng dch v theo cc bin nhn khu hc

S dng cng c phn tch Oneway Anova mc ngha 0.05 kim nh c s khc
bit ca mt s bin nhn khu hc n cc thnh phn cht lng dch v tn dng.
Bng 5.6: Trung bnh SERVQUAL theo gii tnh
Nam
N
Cng

Mu
112
82
194

Hu hnh
3,94
3,98
3,96

Tin cy
4,02
4,10
4,05

p ng
3,90
3,94
3,92

NLPV
3,94
3,99
3,96

Cm thng
3,57
3,62
3,59

Kt qu kim nh bng 5.6 cho thy khng c s khc bit v nh gi cht lng dch
v tn dng theo gii tnh.
25

Bng 5.7: Trung bnh SERVQUAL theo tui

<30
30..39
40..49
Cng

Mu
70
70
54
194

Hu hnh
3,85
3,95
4,11
3,96

Tin cy
3,88
4,18
4,12
4,05

p ng
3,77
4,06
3,91
3,92

NLPV
3,83
4,05
4,01
3,96

Cm thng
3,51
3,67
3,60
3,59

Do s lng mu hi p ln hn 50 tui thp nn c cng vo mu c tui 40

n 49.
TP hu hnh c nh gi trn trung bnh. Kt qu kim nh cho thy s khc bit v
c ngha gia 2 nhm theo mc tng dn: (1) <30, (2) 40..49
TP tin cy cng c nh gi trn trung bnh. Kt qu kim nh cho thy s khc bit
v c ngha gia 2 nhm theo mc tng dn: (1) <30, (2) 40..49
TP p ng c nh gi trn trung bnh. Kim nh cho thy khng c s khc bit c
ngha gia cc nhm. Hin tng ny cng c lp li nng lc phc v v s cm
thng.
Bng 5.8: Trung bnh SERVQUAL theo hc vn
THCS
THPT
i hc
Cng

Mu
29
83
82
194

Hu hnh
3,92
4,00
3,93
3,96

Tin cy
4,08
4,07
4,03
4,05

p ng
3,95
3,91
3,91
3,92

NLPV
3,89
3,96
3,99
3,96

Cm thng
3,65
3,62
3,55
3,59

S lng khch hng c hc vn trn i hc bng 0 nn khng th dng cho phn tch.
Kt qu kim nh bng 5.8 cho thy khng c s khc bit v nh gi cht lng dch
v tn dng theo hc vn.
Bng 5.9: Trung bnh SERVQUAL theo thu nhp
<4 triu
4..6 triu
6..10 triu
Cng

Mu
80
78
36
194

Hu hnh
3,88
4,04
3,98
3,96

Tin cy
3,95
4,13
4,13
4,05

p ng
3,85
3,95
3,98
3,92

NLPV
3,88
4,02
4,00
3,96

Cm thng
3,62
3,57
3,58
3,59

Do s lng mu hi p ln hn 10 triu thp nn c cng vo mu c tui 6 n

10 triu.
Kt qu kim nh bng 5.9 cho thy khng c s khc bit v nh gi cht lng dch
v tn dng theo thu nhp.
5.8.

S khc bit v mc hi lng theo cc bin nhn khu hc

S dng cng c phn tch Oneway Anova mc ngha 0,05 kim nh c s khc
bit ca mt s yu t nh gii tnh, tui, hc vn, thu nhp, nhm khch hng n
mc hi lng ca khch hng v cht lng dch v tn dng hay khng? Kt qu
phn tch (ph lc 8) cho thy:
V gii tnh: kt qu cho thy gi tr sig = 0,114> 0,05, do khng c s khc bit v
mc hi lng gia khch hng nam v khch hng n i vi cht lng dch v tn
dng ngn hng.
26

V tui: kt qu cho thy khng c s khc bit v s hi lng cht lng dch v tn
dng gia cc khch hng c nhng tui khc nhau. Gi tr sig trong bng Anova l
0,107.
V hc vn: trong bng phn tch phng sai, gi tr sig l 0,559 cho thy gi thuyt c
s khc bit v mc hi lng i vi cht lng dch v tn dng ngn hng gia
nhng nhm khch hng c trnh vn ha khc nhau b bc b v khng c ngha
v mt thng k. V vy nghin cu c th kt lun rng khng c s khc bit v nh
gi cht lng tn dng ngn hng ti Long Xuyn gia nhng nhm khch hng c
trnh vn ha khc nhau.
V thu nhp: kt qu cho thy khng c s khc bit v mc hi lng cht lng
dch v tn dng gia nhng khch hng c thu nhp khc nhau (gi tr sig = 0,432).
Tm li, sau khi dng cng c Anova phn tch s khc bit mc hi lng theo
cc bin nhn khu hc khng c s khc bit.
5.9.

Nhn xt kt qu ca nghin cu ny vi cc kt qu nghin cu trc

Nghin cu ny c im tng ng vi nghin cu ca Phm Quang Thi (2007) l

khng c s chnh lch gia vic nh gi mc tha mn ring l ca tng thnh
phn cu thnh nn cht lng dch v vi nh gi tng quan mc hi lng cht
lng dch v NH v cng tng ng vi nghin cu ca H Th M Duy (2009) l
thnh phn cm thng nh gi thp nht so vi cc thnh phn cn li.
Tuy nhin, trong nghin cu ny cht lng dch v tn dng cc ngn hng Long
Xuyn c KH nh gi mc kh cao (so vi mc trung bnh nghin cu ca Phm
Quang Thi) v thnh phn tin cy c nh gi cao nht so vi cc thnh phn khc.
S khc bit ny c th do tnh c th ca dch v tn dng ngn hng, l dch v b
nh hng nhiu bi tm l KH cn vay vn.
5.10. Tm tt
Ton b kt qu nghin cu chnh thc c trnh by trong chng 4 ny vi 3
phn chnh: (1) phn tch thng k m t, (2) kim nh s tng quan, (3) kim nh s
khc bit.
Kt qu phn tch thng k m t cho thy TP tin cy c khch hng nh gi cao
hn c (mc im TB l 4,05), k tip l nng lc phc v (3,96), TP hu hnh (3,96),
TP p ng (3,92) v sau cng l TP ng cm (3,59).
Phn tch tng quan cho thy mi tng quan dng gia 5 nhn t cu thnh thang
o cht lng dch v tn dng v s hi lng ca khch hng v cht lng dch v tn
dng.
Kt qu kim nh cho thy c s khc bit v nh gi thnh phn hu hnh, thnh
phn tin cy theo tui. TP hu hnh c nh gi trn trung bnh. Kt qu kim
nh cho thy s khc bit v c ngha gia 2 nhm theo mc tng dn: (1) <30,
(2) 40..49. TP tin cy cng c nh gi trn trung bnh. Kt qu kim nh cho thy
s khc bit v c ngha gia 2 nhm theo mc tng dn: (1) <30, (2) 40..49.
Khng c s khc bit mc hi lng theo cc bin nhn khu hc.
Chng tip theo s trnh by tm tt nghin cu, cc xut c c kt t kt qu
nghin cu c, mt s hn ch ca bo co nghin cu v a ra cc kin ngh chung
cho cc NH.

27

Chng 6

KT LUN V KIN NGH

6.1.

Gii thiu

Chng 1 a ra cc mc tiu sau: (1) M t cht lng dch v tn dng ti cc NH

Long Xuyn qua s nh gi ca khch hng bng thang o SERVQUAL, (2) o
lng s tha mn ca khch hng v cht lng dch v tn dng ca cc NH.
Chng 2 trnh by v NH v cc hot ng cho vay ca NH trn a bn Thnh ph
Long Xuyn. Trong chng ny cng s gii thiu khi qut v cc sn phm cho vay
hin nay ca cc NH Long Xuyn.
Chng 3 gii thiu cc c s l thuyt, t thit lp m hnh nghin cu. Trc ht
cc khi nim v cht lng dch v theo quan im ca Parasuraman c a ra cng
thang o SERVQUAL. Mt s kt qu nghin cu v cht lng dch v ngn hng
c a ra c gi tr. M hnh cho nghin cu nhm o lng s tc ng ca 5 thnh
phn SERVQUAL n s hi lng ca khch hng.
Chng 4 tp trung cho phng php nghin cu, gm 2 bc: (1) nghin cu s b nh tnh v (2) nghin cu chnh thc nh lng. Nghin cu u dng k thut tho
lun c nhn, nhm lm r cc khi nim v hiu chnh bn cu hi. Nghin cu sau
dng k thut phng vn trc tip khch hng. D liu c phn tch vi s h tr ca
SPSS 17.0. Mu c chn theo phng php thun tin, c mu 194. Sau khi lm
sch, phn b mu ni chung tha mn cc yu cu cho phn tch.
Chng 5 c khi lng ln nht, trnh by ton b kt qu nghin cu chnh thc c
c qua cc cng c thng k. Trc ht, thng k m t cht lng dch v tn dng.
Tip theo , phn tch tng quan cc thnh phn cht lng dch v v s hi lng.
Sau cng, kim nh s khc bit cht lng dch v tn dng, s hi lng theo cc bin
nhn khu hc.
Chng 6 ny l phn cui ca bo co trnh by 2 ni dung: (1) Kt qu chnh ca
nghin cu, (2) Hn ch ca nghin cu v xut cho hng nghin cu tip theo.
6.2.

Kt qu chnh ca nghin cu

6.2.1. Cht lng dch v tn dng ngn hng Long Xuyn

Nhn chung, cht lng dch v tn dng ngn hng c nh gi trn trung bnh. C
th TP tin cy c khch hng nh gi cao hn c (mc im TB l 4,05), k tip l
nng lc phc v (3,96), TP hu hnh (3,96), TP p ng (3,92) v sau cng l TP ng
cm (3,59).
Nu xt theo gii tnh, cc thnh phn u c nh gi trn trung bnh. Kim nh
cho thy khng c s khc bit gia cc nhm theo gii tnh. Tng t l bin hc vn,
thu nhp.
Nu xt theo tui, TP hu hnh c nh gi trn trung bnh. Kt qu kim nh cho
thy s khc bit v c ngha gia 2 nhm theo mc tng dn: (1) <30, (2) 40..49.
TP tin cy cng c nh gi trn trung bnh. Kt qu kim nh cho thy s khc bit
v c ngha gia 2 nhm theo mc tng dn: (1) <30, (2) 40..49.

28

6.2.2. S tha mn ca KH v cht lng dch v tn dng NH

Tng t nh cht lng dch v tn dng, mc hi lng ca KH i vi NH nhn
chung l trn trung bnh (4,03). S chnh lch gia nh gi ca khch hng vi tng
yu t cht lng dch v tn dng v nh gi tng hp cht lng dch v tn dng l
khng ng k. Khng c s khc bit mc hi lng theo cc bin nhn khu hc.
6.2.3. Cht lng dch v tn dng NH v s hi lng theo phn loi NH
Qua nghin cu cho thy khng c s khc bit khi nh gi cht lng dch v tn
dng NH gia NH TMNN v NN TMCP.
6.3.

Cc hn ch v hng nghin cu tip theo

Nghin cu c s ng gp tch cc vo vic m t s nh gi ca KH v cht

lng dch v tn dng cc NH Long Xuyn cng nh o lng s tha mn ca
khch hng v cht lng dch v tn dng ca cc NH. Tuy nhin, nghin cu cng c
mt s hn ch nh sau:
Th nht, nghin cu ch c thc hin i vi cc KH s dng dch v tn dng ti
cc NH trn a bn Long Xuyn nn kh nng tng qut ha cha cao. Kh nng tng
qut ha cao hn nu nghin cu ny c lp li ti mt s huyn khc ti An Giang.
y l mt hng cho cc nghin cu tip theo.
Th hai, nghin cu ch tp trung vo i tng l KH c nhn, cha c nhng d n
kinh doanh r rng, c th. Nghin cu ny nn lp li vi cc KH l doanh nghip, c
nhng d n kinh doanh c th v nh th c th tng qut ha c s tha mn ca
KH v cht lng dch v tn dng NH.
Th ba, nghin cu chn mu theo phng php thun tin nn tnh i din cn thp,
tng qut ha cho m ng cha cao. Nghin cu tip theo nn chn mu theo phng
php phn tng, nh vy s khi qut ha v t hiu qu thng k nhiu hn.
Cui cng, m hnh nghin cu ch xem xt tc ng ca 5 thnh phn cht lng dch
v ca thang o SERVQUAL n s tha mn ca KH. C th c nhiu thnh phn
khc tc ng n s tha mn ca KH. Vn ny a ra mt hng na cho nghin
cu tip theo.

29

TI LIU THAM KHO

1

Nguyn nh Th & Nguyn Th Mai Trang (2007).

Nguyn l Marketing.
NXB i hc Quc gia TP.HCM.

Nguyn nh Th & Nguyn Th Mai Trang (2008).

Nghin cu khoa hc Marketing.
NXB i hc Quc gia TP.HCM.

Trn Xun Kim & Nguyn Vn Thi (2007).

Nghin cu tip th.
NXB Lao ng X hi.

TS. Nguyn Minh Kiu (2009).

Nghip v ngn hng thng mi.
NXB Thng K.

Th.S Nguyn Thnh Long (2005).

Cht lng o to i hc nh mt dch v qua nh gi ca sinh vin.
ti nghin cu khoa hc cp trng.
Khoa Kinh t - Qun tr Kinh doanh. Trng i hc An Giang.

Nguyn Thanh Nhn (2008).

o lng cht lng dch v Ngn hng Kin Long.
Kha lun tt nghip i hc.
Trng i hc Kinh t TP.HCM.

Nguyn Th Phng Trm (2008).

Cht lng dch v ngn hng in t: so snh gia m hnh Servqual v Gronroos.
Lun vn thc s kinh t.
Trng i hc Kinh t TP.HCM.

Nguyn Quang Nhn (2008).

o lng cht lng dch v Cty in thoi ng Thnh Ph theo quan im KH.
Lun vn thc s kinh t.
Trng i hc Tn c Thng.

Nguyn Th Kiu Linh (2009).

Kho st kin khch hng v cht lng dch v th quc t ca ngn hng
Sacombank.
Kha lun tt nghip i hc.
Trng i hc An Giang.

10 Bi Th Tm (2009).
nh gi cht lng dch v du lch chng trnh Hnh trnh di sn min Trung.
Tp ch khoa hc. H Hu. S 51.2009
11 Nguyn Huy Phong & Phm Ngc Thy (2007).
Servqual hay Servperf - Mt nghin cu so snh trong ngnh siu th bn l VN.
Tp ch Pht trin KH & CN. Tp 10. S 08.2007.

30

Ph lc 1

DN BI NGHIN CU NH TNH LN 1
Thng qua bn b trong lp ang thc tp ti cc ngn hng trn a bn Long Xuyn,
tc gi ch ng hn v gp mt cc nhn vin tn dng cc ngn hng ngoi gi
hnh chnh c th tp trung vo tho lun cc vn xung quanh ti.
M u
Xin cho anh/ch Ti tn H Ch Ton, sinh vin ngnh Qun tr Kinh doanh,
Trng i hc An Giang. Hin ti ang thc hin Kha lun tt nghip vi ch
cht lng dch v tn dng ca cc ngn hng Long Xuyn.
Cuc phng vn ny rt quan trng trong qu trnh nghin cu. kin ng gp ca
Anh/Ch rt qu gi i vi ti trong vic hon thnh kha lun tt nghip, gp phn
vo s thnh cng ca ti nghin cu. Ni dung phng vn ch phc v cho cuc
nghin cu, ngoi ra khng phc v bt c mc ch no khc. Do rt mong c s
hp tc ca anh/ch.
Tho lun
1.u tin, anh/ch vui lng cho bit qui trnh tn dng ti ngn hng anh/ch ang cng
tc gm c bao nhiu bc?
2.Ch c mt nhn vin tn dng lm tt c cc bc trong qui trnh tn dng, ng
khng?Ti sao?
3.Tho lun (gi nhng thnh phn thang o trong m hnh nghin cu ca
Parasuraman)
Thnh phn Hu hnh
Anh/ch thy tr s ngn hng phi nh th no mang n s hi lng cho khch
hng?
Anh/ch thy phng lm vic phi nh th no mang n s hi lng cho khch
hng?
V bn ngoi ca nhn vin TD phi nh th no mang n s hi lng cho khch
hng?
Thnh phn p ng
Theo anh/ch, trong giao dch tn dng, ngn hng cn p ng nhng yu cu g
khch hng tn dng hi lng?
Thnh phn nng lc phc v
Theo anh/ch, nhn vin ti chnh cn c nng lc phc v g lm hi lng khch
hng?
Nhn vin TD cn c thi phc v nh th no khch hng hi lng?
Thnh phn tin cy
Ngn hng cung cp dch v phi nh th no mang li tin cy cho khch hng?
Nhn vin TD phi thc hin cng vic nh th no to s tin cy cho khch hng?
Thnh phn cm thng
31

Anh/Ch cho bit Phng Tn dng c lun to iu kin tt nht c th cho KH khng?
Nhn vin tn dng c lun c gng tm hiu nhu cu vay vn v gii quyt nhu cu cho
khch hng ko?

Kt thc
Cm n s ng gp ca anh/ch. Chc anh/ch thnh cng trong cuc sng.

Ph lc 2

DN BI NGHIN CU NH TNH LN 2
Tc gi n tng h gia nh, gii thiu v xin c tho lun vi thnh vin trong gia
nh c s dng qua dch v tn dng ca ngn hng ti Long Xuyn.
M u
Xin cho anh/ch Ti tn H Ch Ton, sinh vin ngnh Qun tr Kinh doanh,
Trng i hc An Giang. Hin ti ang thc hin Kha lun tt nghip vi ch
cht lng dch v tn dng ca cc ngn hng Long Xuyn.
Cuc phng vn ny rt quan trng trong qu trnh nghin cu. kin ng gp ca
anh/ch rt qu gi i vi ti trong vic hon thnh kha lun tt nghip, gp phn vo
s thnh cng ca ti nghin cu. Ni dung phng vn ch phc v cho cuc
nghin cu, ngoi ra khng phc v bt c mc ch no khc. Do rt mong c s
hp tc ca anh/ch.
Tho lun
1. Anh/Ch vay vn ti nhng ngn hng no? Vo thi gian no?
2. V sao Anh/Ch li la chn ngn hng vay vn?
Nu p vin khng nu ra nhng yu t v mc ng cm i vi cht lng dch
v tn dng ca ngn hng th s gi mc ng cm trong thang o SERVQUAL
v da trn kt qu nghin cu nh tnh ln 1.
3. Anh/ch vui lng chn nhng yu cu i vi cht lng dch v tn dng ca ngn
hng:
- NH lun th hin s quan tm n c nhn anh/ch
- NH ht sc thng cm vi cc mong mun ca anh/ch.
- NH lun ng cm vi nhng kh khn ca anh/ch.
- NVNH rt quan tm n kt qu cng vic ca anh/ch.
Kt thc
Cm n s ng gp ca anh/ch. Chc anh/ch thnh cng trong cuc sng.

32

Ph lc 3

BN CU HI (3)
Knh cho Anh/Ch,
Ti l H Ch Ton, sinh vin Khoa Kinh t-Qun tr Kinh doanh i hc An Giang. Bn cu
hi ny l mt phn quan trng trong nghin cu cht lng dch v tn dng ca cc Ngn
hng. Ti rt mong nhn c s cng tc ca Anh/Ch- vi t cch l khch hng s dng
dch v ny- qua vic tr li cc cu hi di y. Ti cam kt rng cc thng tin m Anh/Ch
cung cp ch phc v cho nghin cu di dng tng hp ca s ng, mi thng tin c nhn
c gi kn.
Trc ht, Anh/Ch vui lngCHN thch hp cho cc cu hi sau (t cu 1...cu 3):
a.

b.

Anh/Ch v ang s dng dch v tn dng ca (c th chn nhiu):

VietinBank
Agribank
ACB
ng
Techcombank
Eximbank
Sacombank BIDV
M Xuyn
i Tn
Ngn hng/Qu tn dng khc (nu c, vui lng cho bit tn)...............
Khon tn dng (khon vay) m Anh/Ch ang dng (c th chn nhiu):
Mc ch
Sn xut KD Tiu dng u t ti chnh-bt ng sn
Thi hn
Ngn hn
Trung hn
Li sut
C nh
Th ni
Kt hp

Tip theo, Anh/Ch vui lng cho bit mc ng ca mnh trong cc pht biu di y v
Ngn hng (NH) v cc Nhn vin ngn hng (NVNH) m Anh/Ch ang s dng dch v tn
dng (nu c nhiu NH, xin Anh/Ch ty chn mt) bng cch khoanh trn MT trong s
t 1 n 5 theo quy c sau:
1

HON TON NI CHUNG L

PHN I

PHN I

TRUNG NI CHUNG L
HA

5
HON TON

NG

NG

1.

Tr s NH rt uy nghi, b th

2.

Khu vc giao dch khch hng c b tr ngn np, tin nghi

3.

Trang thit b (my tnh, my m) hin i, tin tin

4.

Trang phc NVNH rt lch s, p mt

5.

NVNH nhn ra ng mong mun ca ti ngay t ln u giao dch

6.

NH cung cp rt y cc thng tin cn thit v khon tn dng

7.

NVNH rt chn tht khi t vn cho ti

8.

NVNH lun lm ng nhng g ha hn vi ti khi giao dch

9.

NH lun lm ng nhng g cam kt vi ti trong hp ng

10. NH thc hin nghip v gii ngn/thu li-vn hon ton chnh xc

11. NVNH tip xc, lm vic vi ti ngay khi c th

33

12. NVNH sn sng lng nghe phc v

13. NVNH lun hi p nhanh cc yu cu, mong mun ca ti

14. NVNH rt nhit tnh gip ti thc hin cc th tc lin quan

15. NVNH sn sng t vn/gp cho ti v s dng khon vay

16. NVNH gii thch, thuyt minh rt r rng, d hiu

17. NVNH thnh tho trong k nng vn phng (vi tnh, vn bn)

18. NVNH hiu chc, bit r qui trnh th tc nghip v ca mnh

19. NVNH thc hin rt thnh tho qui trnh th tc nghip v ca mnh

20. NVNH c hiu bit, kinh nghim thc t v kinh t, kinh doanh

21. Ti nhn c nhiu kin t vn/gp c gi tr t NVNH

22. NVNH rt nh nhn khi tip xc

23. NVNH rt n cn khi tip xc

24. Ti khng ngn ngi g khi trnh by vn kinh doanh/chi tiu ca mnh vi NVNH 1

25. Nh t vn ca NVNH, ti chn c khon tn dng hp l nht

26. Thi gian NH gii quyt cc yu cu ca ti l rt nhanh

27. NH lun th hin s quan tm n c nhn ti

28. NH ht sc thng cm vi cc mong mun ca ti

29. NH lun xem cc kh khn ca ti nh ca h

30. NVNH quan tm kt qu cng vic ca ti rt nhanh

31. Ti cm nhn c s thn thit NH ny

32. Ti ht sc hi lng vi qui trnh phc v NH ny

33. Ti ht sc hi lng vi s phc v ca cc NVNH

34. Ni chung, ti ht sc hi lng v NH ny

Sau cng, xin Anh/Ch vui lng cung cp mt s thng tin c nhn bng CHN thch hp:
Gii tnh

Nam

tui

<30

30..39

40..49

>50

Hc vn

TH c s

THPT

i hc

Trn i hc

Thu nhp

<4,0 triu

4,0..6,0 triu 6,0..10,0 triu >10,0 triu

Anh/Ch l

ngi ng tn khon tn dng nhn vin giao dch vi NH

Xin chn thnh cm n s gip ca Anh/Ch.

Knh chc Anh/Ch di do sc khe v thnh cng trong cng vic.

34

Ph lc 4

BIU TN SUT

35

36

Ph lc 5

KIM NH GI THUYT V TR TRUNG BNH

Group Statistics
Ngan
hang
TP huu hinh

TP tin cay

TPdap ung

Nang luc phuc vu

TP cam thong

Mean

Std. Deviation

Std. Error Mean

NN

48

3.99

.512

.074

CP

146

3.95

.561

.046

NN

48

4.10

.483

.070

CP

146

4.04

.537

.044

NN

48

3.92

.472

.068

CP

146

3.91

.574

.047

NN

48

3.97

.503

.073

CP

146

3.96

.504

.042

NN

48

3.66

.631

.091

CP

146

3.57

.672

.056

Independent Samples Test

Levene's Test
for Equality
of Variances

t-test for Equality of Means

95%
Confidence
Interval of the
Difference
Sig. (2-

F
TP huu
hinh

Equal variances assumed

.202

Equal variances not assumed

TP tin

Equal variances assumed

cay

Equal variances not assumed

TP dap

Equal variances assumed

ung

Equal variances not assumed

Nang luc Equal variances assumed

phuc vu

Equal variances not assumed

TP cam

Equal variances assumed

thong

Equal variances not assumed

.178

3.439

.000

.059

Sig.

.654 .524

df

Mean

Std. Error

tailed) Difference Difference Lower Upper

192

.601

.048

.091

-.132

.228

.549 87.076

.585

.048

.087

-.126

.221

192

.517

.057

.087

-.115

.229

.685 88.301

.495

.057

.083

-.108

.221

192

.890

.013

.092

-.168

.193

.153 96.508

.879

.013

.083

-.152

.177

192

.891

.012

.084

-.154

.177

.137 80.267

.891

.012

.084

-.155

.178

192

.395

.094

.110

-.123

.311

.880 84.783

.381

.094

.107

-.118

.306

.673 .649

.065 .138

.989 .137

.808 .853

37

Ph lc 6
MA TRN TNG QUAN
CC THNH PHN CHT LNG DCH V V S HI LNG
Correlations

TP huu hinh

Pearson Correlation

TP

TP

TP

Nang luc

TP

TP

huu hinh

tin cay

dap ung

phuc vu

cam thong

hai long

.439**

.358**

.393**

.369**

.365**

.000

.000

.000

.000

.000

194

194

194

194

194

194

.439**

.649**

.651**

.484**

.546**

.000

.000

.000

.000

Sig. (2-tailed)
N
TP tin cay

TP dap ung

Pearson Correlation
Sig. (2-tailed)

.000

194

194

194

194

194

194

.358**

.649**

.677**

.639**

.665**

Sig. (2-tailed)

.000

.000

.000

.000

.000

194

194

194

194

194

194

.393**

.651**

.677**

.659**

.720**

.000

.000

Pearson Correlation

Nang luc

Pearson Correlation

phuc vu

Sig. (2-tailed)

.000

.000

.000

194

194

194

194

194

194

.369**

.484**

.639**

.659**

.717**

Sig. (2-tailed)

.000

.000

.000

.000

194

194

194

194

194

194

.365**

.546**

.665**

.720**

.717**

Sig. (2-tailed)

.000

.000

.000

.000

.000

194

194

194

194

194

TP cam thong Pearson Correlation

TP hai long

Pearson Correlation

.000

194

**. Correlation is significant at the 0.01 level (2-tailed).

38

Ph lc 7
KIM NH S KHC BIT
CHT LNG DCH V THEO BIN NHN KHU HC

Kim nh s khc bit gii tnh

Descriptives
95% Confidence
Interval for Mean
Std.
N
TP huu hinh Nam

Mean

Deviation

Std. Error

Lower

Upper

Bound

Bound

Min

Max

112

3.94

.516

.049

3.84

4.04

82

3.98

.592

.065

3.85

4.11

Total

194

3.96

.548

.039

3.88

4.04

Nam

112

4.02

.531

.050

3.92

4.12

82

4.10

.514

.057

3.98

4.21

Total

194

4.05

.524

.038

3.98

4.13

TP dap ung Nam

112

3.90

.580

.055

3.79

4.01

82

3.94

.506

.056

3.83

4.05

Total

194

3.92

.549

.039

3.84

3.99

Nang luc

Nam

112

3.94

.507

.048

3.85

4.04

phuc vu

Nu

82

3.99

.497

.055

3.88

4.10

Total

194

3.96

.502

.036

3.89

4.03

TP cam

Nam

112

3.57

.642

.061

3.45

3.69

thong

Nu

82

3.62

.692

.076

3.47

3.77

194

3.59

.662

.048

3.50

3.69

Nu

TP tin cay

Nu

Nu

Total

Test of Homogeneity of Variances

Levene Statistic

df1

df2

Sig.

TP huu hinh

.546

192

.461

TP tin cay

.020

192

.888

TP dap ung

1.459

192

.229

Nang luc phuc vu

.007

192

.931

TP cam thong

.121

192

.728

39

ANOVA
Sum of Squares
TP huu hinh Between Groups

TP tin cay

df

Mean Square

.096

.096

Within Groups

57.949

192

.302

Total

58.045

193

.243

.243

Within Groups

52.654

192

.274

Total

52.897

193

.096

.096

Within Groups

58.118

192

.303

Total

58.214

193

.107

.107
.253

Between Groups

TP dap ung Between Groups

Nang luc

Between Groups

phuc vu

Within Groups

48.591

192

Total

48.698

193

.109

.109
.440

TP cam

Between Groups

thong

Within Groups

84.517

192

Total

84.627

193

Sig.

.318

.573

.886

.348

.317

.574

.423

.516

.249

.619

Kim nh s khc bit tui

Descriptives
95% Confidence
Interval for Mean
Std.
N
TP huu hinh <30

TP tin cay

Mean

Deviation Std. Error

Lower

Upper

Bound

Bound

Min

Max

70

3.85

.649

.078

3.70

4.01

30..39

70

3.95

.427

.051

3.85

4.05

40..49

54

4.11

.522

.071

3.96

4.25

Total

194

3.96

.548

.039

3.88

4.04

<30

70

3.88

.462

.055

3.77

3.99

30..39

70

4.18

.551

.066

4.05

4.31

40..49

54

4.12

.511

.070

3.98

4.26

Total

194

4.05

.524

.038

3.98

4.13

70

3.77

.561

.067

3.64

3.91

30..39

70

4.06

.533

.064

3.93

4.19

40..49

54

3.91

.513

.070

3.77

4.05

Total

194

3.92

.549

.039

3.84

3.99

TP dap ung <30

40

Nang luc

<30

70

3.83

.521

.062

3.71

3.96

phuc vu

30..39

70

4.05

.512

.061

3.93

4.17

40..49

54

4.01

.437

.060

3.89

4.13

Total

194

3.96

.502

.036

3.89

4.03

TP cam

<30

70

3.51

.718

.086

3.34

3.68

thong

30..39

70

3.67

.624

.075

3.52

3.82

40..49

54

3.60

.633

.086

3.42

3.77

Total

194

3.59

.662

.048

3.50

3.69

Test of Homogeneity of Variances

Levene Statistic

df1

df2

Sig.

TP huu hinh

3.732

191

.026

TP tin cay

1.413

191

.246

TP dap ung

1.025

191

.361

Nang luc phuc vu

1.186

191

.308

TP cam thong

1.101

191

.335

ANOVA
Sum of Squares
TP huu hinh Between Groups

TP tin cay

TP dap ung

df

Mean Square

1.958

.979

Within Groups

56.087

191

.294

Total

58.045

193

3.392

1.696

Within Groups

49.505

191

.259

Total

52.897

193

2.915

1.457

Within Groups

55.299

191

.290

Total

58.214

193

1.788

.894
.246

Between Groups

Between Groups

Nang luc

Between Groups

phuc vu

Within Groups

46.910

191

Total

48.698

193

.930

.465
.438

TP cam

Between Groups

thong

Within Groups

83.697

191

Total

84.627

193

Sig.

3.334

.038

6.543

.002

5.033

.007

3.640

.028

1.061

.348

41

Multiple Comparisons
Dunnett t (2-sided)

Dependent
Variable
TP huu hinh

(J) Do

95% Confidence Interval

Mean

(I) Do tuoi tuoi

Difference (I-J) Std. Error

Lower Bound Upper Bound

.098

.020

-.47

-.04

<30

40..49

30..39

40..49

-.156

.098

.191

-.37

.06

<30

40..49

-.237*

.092

.021

-.44

-.03

30..39

40..49

.061

.092

.727

-.14

.27

<30

40..49

-.143

.097

.239

-.36

.07

30..39

40..49

.145

.097

.231

-.07

.36

Nang luc

<30

40..49

-.178

.090

.086

-.38

.02

phuc vu

30..39

40..49

.034

.090

.895

-.16

.23

40..49

-.088

.120

.676

-.35

.18

40..49

.075

.120

.747

-.19

.34

TP tin cay

TP dap ung

TP cam thong <30

30..39

-.253

Sig.

a. Dunnett t-tests treat one group as a control, and compare all other groups against it.
*. The mean difference is significant at the 0.05 level.

Kim nh s khc bit hc vn

Descriptives
95% Confidence
Interval for Mean
Std.
N
TP huu hinh TH co so

Upper

Bound

Bound

Min

Max

29

3.92

.678

.126

3.66

4.18

TH pho thong

83

4.00

.481

.053

3.89

4.10

Dai hoc

82

3.93

.567

.063

3.81

4.06

194

3.96

.548

.039

3.88

4.04

TH co so

29

4.08

.429

.080

3.92

4.24

TH pho thong

83

4.07

.535

.059

3.95

4.18

Dai hoc

82

4.03

.546

.060

3.91

4.15

194

4.05

.524

.038

3.98

4.13

29

3.95

.388

.072

3.80

4.10

TH pho thong

83

3.91

.583

.064

3.78

4.04

Dai hoc

82

3.91

.568

.063

3.79

4.03

194

3.92

.549

.039

3.84

3.99

Total
TP tin cay

Mean Deviation Std. Error

Lower

Total
TP dap ung TH co so

Total

42

Nang luc

TH co so

29

3.89

.428

.079

3.73

4.05

phuc vu

TH pho thong

83

3.96

.485

.053

3.85

4.06

Dai hoc

82

3.99

.545

.060

3.87

4.11

194

3.96

.502

.036

3.89

4.03

Total
TP cam

TH co so

29

3.65

.560

.104

3.44

3.86

thong

TH pho thong

83

3.62

.600

.066

3.49

3.75

Dai hoc

82

3.55

.754

.083

3.38

3.71

194

3.59

.662

.048

3.50

3.69

Total

Test of Homogeneity of Variances

Levene Statistic

df1

df2

Sig.

TP huu hinh

1.357

191

.260

TP tin cay

1.653

191

.194

TP dap ung

3.295

191

.039

Nang luc phuc vu

1.330

191

.267

TPu cam thong

3.238

191

.041

ANOVA
Sum of Squares
TP huu hinh Between Groups

TP tin cay

df

Mean Square

.214

.107

Within Groups

57.831

191

.303

Total

58.045

193

.071

.035

Within Groups

52.826

191

.277

Total

52.897

193

.045

.022

Within Groups

58.169

191

.305

Total

58.214

193

.220

.110
.254

Between Groups

TP dap ung Between Groups

Nang luc

Between Groups

phuc vu

Within Groups

48.478

191

Total

48.698

193

.314

.157
.441

TP cam

Between Groups

thong

Within Groups

84.313

191

Total

84.627

193

Sig.
.354

.702

.128

.880

.074

.929

.433

.649

.356

.701

43

Multiple Comparisons
Dunnett t (2-sided)

95% Confidence
Interval
Dependent

Mean

Bound

Bound

(I) Hoc van

(J) Hoc van

TP huu hinh

TH co so

Dai hoc

-.011

.119

.995

-.28

.26

TH pho thong

Dai hoc

.064

.086

.689

-.13

.26

TH co so

Dai hoc

.048

.114

.884

-.21

.30

TH pho thong

Dai hoc

.033

.082

.893

-.15

.22

TH co so

Dai hoc

.042

.119

.919

-.23

.31

TH pho thong

Dai hoc

-.001

.086

1.000

-.19

.19

Nang luc

TH co so

Dai hoc

-.101

.109

.569

-.34

.14

phuc vu

TH pho thong

Dai hoc

-.034

.078

.880

-.21

.14

Dai hoc

.102

.144

.714

-.22

.42

Dai hoc

.071

.103

.733

-.16

.30

TP dap ung

TP cam thong TH co so
TH pho thong

Sig.

Upper

Variable

TP tin cay

Difference (I-J) Std. Error

Lower

a. Dunnett t-tests treat one group as a control, and compare all other groups against it.

Kim nh s khc bit thu nhp

Descriptives
95% Confidence
Interval for Mean
Std.
N
TP huu hinh <4 trieu

Bound

Bound

Min

Max

3.88

.605

.068

3.74

4.01

4..6 trieu

78

4.04

.509

.058

3.92

4.15

6..10 trieu

36

3.98

.483

.081

3.82

4.14

194

3.96

.548

.039

3.88

4.04

<4 trieu

80

3.95

.490

.055

3.84

4.06

4..6 trieu

78

4.13

.519

.059

4.01

4.24

6..10 trieu

36

4.13

.579

.096

3.93

4.32

194

4.05

.524

.038

3.98

4.13

<4 trieu

80

3.85

.598

.067

3.72

3.99

4..6 trieu

78

3.95

.486

.055

3.84

4.06

6..10 trieu

36

3.98

.566

.094

3.79

4.17

194

3.92

.549

.039

3.84

3.99

Total
TP dap ung

Upper

80

Total
TP tin cay

Mean Deviation Std. Error

Lower

Total

44

Nang luc

<4 trieu

80

3.88

.508

.057

3.77

3.99

phuc vu

4..6 trieu

78

4.02

.463

.052

3.92

4.13

6..10 trieu

36

4.00

.559

.093

3.81

4.19

194

3.96

.502

.036

3.89

4.03

Total
TP cam

<4 trieu

80

3.62

.713

.080

3.46

3.78

thong

4..6 trieu

78

3.57

.615

.070

3.43

3.71

6..10 trieu

36

3.58

.658

.110

3.36

3.81

194

3.59

.662

.048

3.50

3.69

Total

Test of Homogeneity of Variances

Levene Statistic

df1

df2

Sig.

TP huu hinh

.759

191

.469

TP tin cay

.542

191

.582

TPdap ung

2.421

191

.092

Nang luc phuc vu

.332

191

.718

TPcam thong

.455

191

.635

ANOVA
Sum of Squares
TP huu hinh Between Groups

TP tin cay

df

Mean Square

1.033

.516

Within Groups

57.012

191

.298

Total

58.045

193

1.416

.708

Within Groups

51.481

191

.270

Total

52.897

193

.569

.285

Within Groups

57.644

191

.302

Total

58.214

193

.877

.438
.250

Between Groups

TP dap ung Between Groups

Nang luc

Between Groups

phuc vu

Within Groups

47.821

191

Total

48.698

193

.115

.058
.442

TP cam

Between Groups

thong

Within Groups

84.511

191

Total

84.627

193

Sig.

1.730

.180

2.627

.075

.943

.391

1.751

.176

.130

.878

45

Multiple Comparisons
Dunnett t (2-sided)

95% Confidence
Interval
Dependent
Variable

Mean
(I) Thu nhap (J) Thu nhap Difference (I-J)

TP huu hinh <4 trieu

Std. Error

Sig.

Lower

Upper

Bound

Bound

6..10 trieu

-.104

.110

.502

-.35

.14

4..6 trieu

6..10 trieu

.056

.110

.805

-.19

.30

<4 trieu

6..10 trieu

-.173

.104

.161

-.40

.06

4..6 trieu

6..10 trieu

.002

.105

1.000

-.23

.23

6..10 trieu

-.131

.110

.360

-.37

.11

4..6 trieu

6..10 trieu

-.035

.111

.919

-.28

.21

Nang luc

<4 trieu

6..10 trieu

-.121

.100

.351

-.34

.10

phuc vu

4..6 trieu

6..10 trieu

.022

.101

.961

-.20

.24

TP cam

<4 trieu

6..10 trieu

.037

.133

.937

-.26

.33

thong

4..6 trieu

6..10 trieu

-.017

.134

.987

-.31

.28

TP tin cay

TP dap ung <4 trieu

a. Dunnett t-tests treat one group as a control, and compare all other groups against it.

Ph lc 8
KIM NH S KHC BIT
MC HI LNG THEO BIN NHN KHU HC
Kim nh s khc bit gii tnh

Descriptives
Su hai long
95% Confidence
Interval for Mean
Std.
N
Nam
Nu
Total

Mean

Deviation

Std. Error

Lower

Upper

Bound

Bound

Minimum

Maximum

112

3.94

.611

.058

3.82

4.05

82

4.07

.554

.061

3.95

4.20

194

3.99

.590

.042

3.91

4.08

46

Test of Homogeneity of Variances

Su hai long
Levene Statistic

df1

df2

.393

Sig.
192

.532

ANOVA
Su hai long
Sum of Squares
Between Groups

df

Mean Square

.873

.873

Within Groups

66.307

192

.345

Total

67.180

193

Sig.

2.528

.114

Kim nh s khc bit tui

Descriptives
Su hai long
95% Confidence
Interval for Mean
Std.
N

Mean

Deviation Std. Error

Lower

Upper

Bound

Bound

Minimum

Maximum

<30

70

3.88

.541

.065

3.75

4.01

30..39

70

4.07

.622

.074

3.92

4.22

40..49

54

4.05

.595

.081

3.89

4.21

Total

194

3.99

.590

.042

3.91

4.08

Test of Homogeneity of Variances

Su hai long
Levene Statistic

df1

.333

df2
2

Sig.
191

.717

ANOVA
Su hai long
Sum of Squares
Between Groups

df

Mean Square

1.552

.776

Within Groups

65.629

191

.344

Total

67.180

193

F
2.258

Sig.
.107

47

Multiple Comparisons
Su hai long
Dunnett t (2-sided)a
95% Confidence Interval

(I) Do

(J) Do

Mean Difference

tuoi

tuoi

<30

40..49

-.173

.106

.179

-.41

.06

30..39

40..49

.022

.106

.968

-.21

.26

(I-J)

Std. Error

Sig.

Lower Bound

Upper Bound

a. Dunnett t-tests treat one group as a control, and compare all other groups against it.

Kim nh s khc bit trnh vn ha

Descriptives
Su hai long
95% Confidence
Interval for Mean
Std.
N

Mean

Deviation Std. Error

Lower

Upper

Bound

Bound

Minimum Maximum

TH co so

29

3.91

.563

.104

3.69

4.12

TH pho thong

83

3.98

.566

.062

3.86

4.10

Dai hoc

82

4.04

.625

.069

3.90

4.18

194

3.99

.590

.042

3.91

4.08

Total

Test of Homogeneity of Variances

Su hai long
Levene Statistic

df1

.308

df2
2

Sig.
191

.735

ANOVA
Su hai long
Sum of Squares
Between Groups

df

Mean Square

.407

.204

Within Groups

66.773

191

.350

Total

67.180

193

Sig.
.583

.559

Multiple Comparisons
Su hai long
Dunnett t (2-sided)a
(I) Hoc van

(J) Hoc van

Mean

Std. Error

Sig.

95% Confidence Interval

48

Difference (I-J)
TH co so

Lower Bound

Upper Bound

Dai hoc

-.132

.128

.496

-.42

.15

TH pho thong Dai hoc

-.061

.092

.748

-.27

.15

a. Dunnett t-tests treat one group as a control, and compare all other groups against it.

Kim nh s khc bit thu nhp

Descriptives
Su hai long
95% Confidence
Interval for Mean
Std.
N

Mean

Deviation Std. Error

Lower

Upper

Bound

Bound

Minimum Maximum

<4 trieu

80

3.93

.627

.070

3.79

4.07

4..6 trieu

78

4.04

.556

.063

3.91

4.16

6..10 trieu

36

4.05

.581

.097

3.85

4.24

194

3.99

.590

.042

3.91

4.08

Total

Test of Homogeneity of Variances

Su hai long
Levene Statistic

df1

.516

df2
2

Sig.
191

.597

ANOVA
Su hai long
Sum of Squares
Between Groups

df

Mean Square

.588

.294

Within Groups

66.592

191

.349

Total

67.180

193

Sig.
.844

.432

Multiple Comparisons
Su hai long
Dunnett t (2-sided)a
95% Confidence Interval
(I) Thu nhap (J) Thu nhap Mean Difference (I-J) Std. Error
<4 trieu

6..10 trieu

4..6 trieu

6..10 trieu

-.117

Sig.

Lower Bound

Upper Bound

.119

.477

-.38

.14

.119

.996

-.27

.25

a. Dunnett t-tests treat one group as a control, and compare all other groups against it.

49

Ph lc 9

DANH SCH CC NGN HNG TI LONG XUYN

Tn giao dch

a ch

1 Chnh sch X hi VN

VBSP

09 Nguyn Tri,M Long

2 Pht trin VN

VDB

83 Nguyn Hu, M Long

3 u t v Pht trin VN

BIDV

49-51-53 Nguyn Hu B, M Long

4 Pht trin Nh BSCL

MHB

272 L Thi T, M Long

Stt

Tn ngn hng

25 Tn c Thng, M Bnh

PGD Long Xuyn

5 Nng nghip &PTNTVN

Agribank

40-42-44 Hai B Trng,M Long

6 TMCP Chu

ACB

95 Nguyn Tri, M Long

7 TMCP ng

DongABank

19/14 QL 91, An Hng,M Thi

PGD Long Xuyn

PGD M Long

378 H Hong H, M Xuyn

13-15 Nguyn Tri, M Long

PGD Bnh Khnh

253D/13 Trn Hng o, B.Khnh

ABBank

904B H Hong H, M Xuyn

9 TMCP K Thng Vit Nam

10 TMCP Kin Long

Techcombank
Kienlongbank

328/4, Hng Vng, M Long

43 L Thi T, M Long

11 TMCP Nam Vit

Navibank

191 Trn Hng o, M Bnh

12 Cc Doanh Nghip Ngoi Quc Doanh

VPBank

132 Trn Hng o, M Bnh

13 TMCP Phng ng
14 TMCP Phng Nam

OCB
Southern Bank

264/1 Hng Vng, M Long

127 Trn Hng o, M Bnh

15 TMCP Min Ty

Western Bank

752 H Hong H, M Xuyn

16 TMCP Quc T

VIB Bank

73-75 Nguyn Tri, M Long

17 TMCP Si Gn
PGD M Phc

SCB

4+5KT H Hong H, M Xuyn

100/5N Trn Hng o, M Phc

18 TMCP Si Gn Cng Thng

Saigonbank

313/2 Trn Hng o, M Long

19 TMCP Si Gn Thng Tn

Sacombank

56B Tn c Thng, M Bnh

20 TMCP Si Gn H Ni

SHB

6-8 Nguyn Hu A, M Long

21 TMCP Vit

VietABank

31/1 Trn Hng o, M Xuyn

22 TMCP Xng Du Petrolimex

PG Bank

56-58 Nguyn Tri, M Long

23 TMCP Xut Nhp Khu

Eximbank

70-72 Hai B Trng, M Long

8 TMCP An Bnh

130/4 Trn Hng o, M Phc

PGD Long Xuyn

24 TMCP Lin Vit

Lienvietbank

132C Trn Hng o, M Bnh

25 TMCP Ngoi Thng

Vietcombank

01 Hng Vng, M Long

26 TMCP Mekong

MDB

248 Trn Hng o, M Xuyn

PGD M Bnh

86 Trn Hng o, M Bnh

27 TMCP i Tn

TrustBank

691-692 H Hong H, M Xuyn

28 TMCP Cng Thng Vit Nam

PGD Long Xuyn

Vietinbank

270 L Thi T, M Long

20-22 Ng Gia T, M Long

50

Ph lc 10

QUY TRNH TN DNG NGN HNG

S tuyn
nh gi

Thm
nh
tn dng

Quyt
nh

Gii
ngn

Qun l
Gim st

Thanh l
hp ng

- Phng
vn, nh
gi s b
thng tin
KH.
- Xem h s
thm KH,
kim tra
cho TT.

-Thm nh:
PA/DA ca
KH, TSB
v cc vn
lin
quan.
- Lp bo
co thm
nh.

- Ph duyt
cp TD.
- Cc iu
kin km
theo
HTD,
TSB...

- Hon
chnh h
s th tc
y .
- Gii ngn
ng quy
nh.

- i thm
KH
nh gi
ti chnh
v TSB.
- Gim st
tnh hnh
SXKD ca
KH.

- Thu n,
c cu n.
- ra
bin php
x l nu
l n xu:
bn TSB,
khi
kin

Quy trnh tn dng phi thc hin theo nguyn tc, chun mc loi tr dn cc khch
hng khng iu kin, nm trong danh sch hn ch hoc nm trong tiu ch t chi
cho vay nhm ct gim thi gian xem xt.
Tng Gim c ca cc ngn hng ban hnh quy trnh tn dng, thc hin thng nht
theo cc bc c bn sau:
Bc 1: S tuyn, nh gi
Bc ny do cn b tn dng thc hin ngay sau khi tip xc khch hng. Nhn chung
mt b h s vay vn cn phi thu thp cc thng tin nh:

Nng lc php l, nng lc hnh vi dn s ca khch hng

Kh nng s dng vn vay

Kh nng hon tr n vay (vn vay v li)

Bc 2: Thm nh tn dng
Phn tch tn dng l xc nh kh nng hin ti v tng lai ca khch hng trong vic
s dng vn vay v hon tr n vay.
Mc tiu:

Tm kim nhng tnh hung c th xy ra dn n ri ro cho ngn hng, d on

kh nng khc phc nhng ri ro , d kin nhng bin php gim thiu ri ro
v hn ch tn tht cho ngn hng.

Phn tch tnh chn tht ca nhng thng tin thu thp c t pha khch
hng trong bc 1, t nhn xt thi , thin ch ca khch hng lm c s
cho vic ra quyt nh cho vay.

Bc 3: Ra quyt nh tn dng
Trong khu ny, ngn hng s ra quyt nh ng hoc t chi cho vay i vi mt h
s vay vn ca khch hng.
Khi ra quyt nh, thng mc 2 sai lm c bn:

ng cho vay vi mt khch hng khng tt

T chi cho vay vi mt khch hng tt.

51

C 2 sai lm u nh hng n hot ng kinh doanh tn dng, thm ch sai lm th 2

cn nh hng n uy tn ca ngn hng.
Bc 4: Gii ngn
bc ny, ngn hng s tin hnh pht tin cho khch hng theo hn mc tn dng
k kt trong hp ng tn dng.
Nguyn tc gii ngn: phi gn lin s vn ng tin t vi s vn ng hng ha hoc
dch v c lin quan, nhm kim tra mc ch s dng vn vay ca khch hng v m
bo kh nng thu n. Nhng ng thi cng phi to s thun li, trnh gy phin h
cho cng vic sn xut kinh doanh ca khch hng.
Bc 5: Gim st tn dng
Nhn vin tn dng thng xuyn kim tra vic s dng vn vay thc t ca khch
hng, hin trng ti sn m bo, tnh hnh ti chnh ca khch hng... m bo kh
nng thu n.
Bc 6: Thanh l hp ng tn dng.

52