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H CH TON
TRNG I HC AN GIANG
KHOA KINH T - QUN TR KINH DOANH
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
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
GD
Giao dch
KH
Khch hng
NH
Ngn hng
NLPV
Nng lc phc v
NVNH
NVTD
QTD
Qu tn dng
SXKD
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 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
Mc tiu nghin cu ca ti
1.3.
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
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
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.
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
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.
Cn c theo ch th tn dng
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.
NH ng
NH Chu
NH Pht trin Nh
BSCL
Ti a 84 thng.
12, 24 v 36 thng.
Ln n 48 thng, trng
hp c bit c 60
thng.
VND
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
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.
NH Chu
NH Lin Vit
NH An Bnh
Ph hp vi chu k sn
xut kinh doanh v kh
nng hon tr n vay.
Ti a 60 thng
Ti a 12 thng
VND
VND
VND
Mc cho vay
Theo nhu cu v kh
nng tr n ca KH
Ph hp vi chu k
SXKD ca KH
Li sut
Phng thc tr n
Tr li hng thng, tr gc
cui k.
NH Pht trin Nh
BSCL
NH Si Gn
Thng Tn
NH Kin Long
Ti a 60 thng.
Ph hp vi phng n,
d n vay vn ca khch
hng.
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.
Li sut
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
Gii thiu
C s l thuyt
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.
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.
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
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.
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
4.1.
4.2.
Dng
Phng php
K thut
S b
nh tnh ln 1
nh tnh ln 2
nh lng
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
- iu chnh mt s
thng tin cn thit.
- iu chnh thang o.
Thang o 2
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.
Cht lng dch v SERVQUAL Parasuraman & ctg (1988, dn theo Nguyn
nh Th & Nguyn Th Mai Trang, 2008).
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
Lm H Cao Tr
Ng Minh Lun
Kt qu sau ln nghin cu nh tnh ny cho thy nhng nhn vin tn dng u cho
rng:
15
Kt qu
Tin cy
p ng
Nng lc phc v
Cm thng
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
Kt qu
Tin cy
p ng
Nng lc phc v
Cm thng
- 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
- 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 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.
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
19
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
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
22
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.
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.
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
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
5.6.
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**
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
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
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
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.
27
Chng 6
Gii thiu
Kt qu chnh ca nghin cu
28
29
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.
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
PHN I
TRUNG NI CHUNG L
HA
5
HON TON
NG
NG
1.
Tr s NH rt uy nghi, b th
2.
3.
4.
5.
6.
7.
8.
9.
10. NH thc hin nghip v gii ngn/thu li-vn hon ton chnh xc
33
17. NVNH thnh tho trong k nng vn phng (vi tnh, vn bn)
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
24. Ti khng ngn ngi g khi trnh by vn kinh doanh/chi tiu ca mnh vi NVNH 1
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
Anh/Ch l
34
Ph lc 4
BIU TN SUT
35
36
Ph lc 5
TP tin cay
TPdap ung
TP cam thong
Mean
Std. Deviation
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
F
TP huu
hinh
.202
TP tin
cay
TP dap
ung
TP cam
thong
.178
3.439
.000
.059
Sig.
.654 .524
df
Mean
Std. Error
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 hai long
Pearson Correlation
.000
194
38
Ph lc 7
KIM NH S KHC BIT
CHT LNG DCH V THEO BIN NHN KHU HC
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
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
df1
df2
Sig.
TP huu hinh
.546
192
.461
TP tin cay
.020
192
.888
TP dap ung
1.459
192
.229
.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
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
TP tin cay
Mean
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
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
df1
df2
Sig.
TP huu hinh
3.732
191
.026
TP tin cay
1.413
191
.246
TP dap ung
1.025
191
.361
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
Mean
.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
-.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.
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
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
df1
df2
Sig.
TP huu hinh
1.357
191
.260
TP tin cay
1.653
191
.194
TP dap ung
3.295
191
.039
1.330
191
.267
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
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
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
Lower
a. Dunnett t-tests treat one group as a control, and compare all other groups against it.
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
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
df1
df2
Sig.
TP huu hinh
.759
191
.469
TP tin cay
.542
191
.582
TPdap ung
2.421
191
.092
.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
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)
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
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
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
Mean
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
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.
Mean
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
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
Mean
Std. Error
Sig.
48
Difference (I-J)
TH co so
Lower Bound
Upper Bound
Dai hoc
-.132
.128
.496
-.42
.15
-.061
.092
.748
-.27
.15
a. Dunnett t-tests treat one group as a control, and compare all other groups against it.
Mean
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
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
a ch
1 Chnh sch X hi VN
VBSP
2 Pht trin VN
VDB
3 u t v Pht trin VN
BIDV
MHB
Stt
Tn ngn hng
25 Tn c Thng, M Bnh
Agribank
6 TMCP Chu
ACB
7 TMCP ng
DongABank
ABBank
Techcombank
Kienlongbank
Navibank
VPBank
13 TMCP Phng ng
14 TMCP Phng Nam
OCB
Southern Bank
15 TMCP Min Ty
Western Bank
16 TMCP Quc T
VIB Bank
17 TMCP Si Gn
PGD M Phc
SCB
Saigonbank
19 TMCP Si Gn Thng Tn
Sacombank
20 TMCP Si Gn H Ni
SHB
21 TMCP Vit
VietABank
PG Bank
Eximbank
8 TMCP An Bnh
Lienvietbank
Vietcombank
26 TMCP Mekong
MDB
PGD M Bnh
27 TMCP i Tn
TrustBank
Vietinbank
50
Ph lc 10
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:
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:
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:
52