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Bo Co Thc Tp Gio Trnh 2010

MC LC
DANH MC CC T VIT TT..........................................................................................3 DANH MC CC S , BIU V BNG BIU...........................................................4 PHN I: T VN .......................................................................................................5 S cn thit ca nghin cu........................................................................................5 3. i tng nghin cu .............................................................................................6 1. Tng quan v ngn hng in t.............................................................................8 1.1. Thng mi in t...........................................................................................8 1.2. Dch v ngn hng in t ...............................................................................9 1.6. Vai tr v tnh u vit ca dch v ngn hng in t ....................................15 1.6.1. Vai tr ca ngn hng in t trong xu th hi nhp...................................15 1.6.2. Tnh u vit ca dch v ngn hng in t.................................................16 1.6.2.1. An ton, nhanh chng, tin li v tit kim thi gian................................16 1.6.2.2. Tit kim chi ph........................................................................................18 1.6.2.3. M rng phm vi hot ng cho ngn hng..............................................18 1.6.2.4. Tng cng cng tc chm sc khch hng..............................................18 1.6.2.5. Cung cp cc dch v cho........................................................................19 2. M hnh v cc gi thit trong m hnh chp nhn cng ngh Ebanking...............19 2.1. Thc trng pht trin dch v ngn hng in t...............................................24 2.1.1. Thc trng pht trin dch v Ebanking ti Vit Nam ..................................24 2.1.2. Thc trng pht trin dch v Ebanking trn a bn thnh ph Hu...........25 2.1.2.1. Thun li ...................................................................................................26 2.1.2.2. Kh khn .................................................................................................. 27 2.2. Kt qu nghin cu.............................................................................................28 2.2.1. Thang o...................................................................................................... 28 2.2.2. Quy trnh kho st........................................................................................31 2.2.3. Kt qu kho st..........................................................................................32 2.2.3.1. Phn tch m t.........................................................................................32 2.2.3.1. nh gi tin cy ca thang o bng h s Cronbach Alpha.................34 2.2.4. Nhn xt:......................................................................................................47 CHNG III: MT S GII PHP NNG CAO NHU CU S DNG EBANKING TI THNH PH HU.......................................................................................................................49 Nhm 3_K41-TCNH Page 1

Bo Co Thc Tp Gio Trnh 2010 1.2. Mt s gii php kin ngh i vi chnh ph v cc c quan qun l................51 PHN 3: KT LUN, HN CH V HNG NGHIN CU...............................................53 TRONG TNG LAI.......................................................................................................53 1. Kt lun.................................................................................................................53 3. Hng pht trin ti trong tng lai.................................................................53 DANH MC TI LIU THAM KHO..................................................................................54

Nhm 3_K41-TCNH

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Bo Co Thc Tp Gio Trnh 2010

DANH MC CC T VIT TT

NHT NHTM NHH TMT

: Ngn hng in t : Ngn hng thng mai : Ngn hng hin i : Thng mi in t

ATM EPTPOS TTT TTTT CNTT TDNH TCTD DVNH CB-CNV

: My rt tin t ng : My thanh ton ti cc im bn hng : Thanh ton in t : Thanh ton trc tuyn : Cng ngh thng tin : Tn dng ngn hng : T chc tn dng : Dch v ngn hng : Cn b cng nhn vin

Nhm 3_K41-TCNH

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DANH MC CC S , BIU V BNG BIU

Bng 1.1: So snh h thng cng ngh c v mi 16 S 1.1: Mt s m hnh nghin cu Ebanking Chu .18 S 1.2: M hnh nghin cu ngn hng in t Vit Nam...19 Bng 1.2: H thng phn mm c p dng ti cc ngn hng thng mi . ...23 Bng 1.3: Th phn th ATM trn a bn thnh ph Hu26 Bng 1.4: Thang o cc thnh phn trogn m hnh...27 Bng 1.5: M t i tng khch hng..29 Bng 1.6: Cc dch v ca Ebanking.30 Bng 1.7: Cc tin ch ca Ebanking.30 Bng 1.8: nh gi tin cy ca thang o bng h s Cronbach Alpha 33 Bng 1.9: H s KMO v kim nh Bartletts trong phn tch nhn t 35 Bng 2.0: H s KMO v kim nh Bartletts ca nhn t d nh..36 Bng 2.1: Kt qu rt trch nhn t d nh36 Bng 2.2: Cc h s ca m hnh hi quy bi.37 Bng 2.3: Cc h s Beta ca m hnh hi quy bi.38 Biu 1.1: Biu phn d chun ha.39 Bng 2.4: Kim nh phn phi chun ca phn d.40

Nhm 3_K41-TCNH

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PHN I: T VN
S cn thit ca nghin cu
S pht trin nh v bo ca khoa hc cng ngh, c bit l ngnh cng ngh thng tin, tc ng n mi mt hot ng ca i sng, kinh t-x hi, lm thay i nhn thc v phng php sn xut kinh doanh ca nhiu lnh vc, nhiu ngnh kinh t khc nhau trong c lnh vc ngn hng. Nhng khi nim v NHT, giao dch trc tuyn, thanh ton trn mng bt u tr thnh xu th pht trin v cnh tranh ca cc NHTM Vit Nam. Pht trin cc dch v ngn hng da trn nn tng cng ngh thng tin - NHT- l xu hng tt yu, mang tnh khch quan, trong thi i hi nhp kinh t quc t. Li ch em li ca NHT l rt ln cho khch hng, ngn hng v cho nn kinh t nh nhng tin ch, s nhanh chng, chnh xc ca cc giao dch. V vy tn ti v pht trin, ton b h thng NH v cc chi nhnh ang phn u, n lc ht mnh bt kp tin trnh hin i ha ngn hng, khng nhng hon thin nhng nghip v truyn thng m cn tp trung pht trin cc ng dng NHH trong ch trng dch v NHT, p ng yu cu nng cao nng lc cnh tranh, hi nhp v pht trin. Nm trong xu th cc NHTM Thnh ph Hu cng ang y mnh u t k thut, cng ngh, tin hc ha m tng bc to ra mng trc tuyn trong h thng ngn hng ca mnh v cc ng dng v mt sn phm trn nn tng xy dng, gip khch hng c th giao dch a dng v thun tin. Song thc tin pht trin dch v NHT trn a bn Thnh ph Hu cng cho thy cn nhng kh khn, hn ch trn con ng a cc tin ch ny n tay ngi s dng. Vi mong mun xc nh c cc nhn t nh hng n d nh s dng Ebanking v mc nh hng ca cc nhn t ny, t a ra hm cho cng tc qun l v trin khai Ebanking trn a bn thnh ph. Xut pht t l do nu trn, nhm chng ti la chn nghin cu ti: nh gi cc nhn t nh hng ti nhu cu s dng Ebanking ti thnh ph Hu

Nhm 3_K41-TCNH

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1.

Mc tiu nghin cu
- Khi qut nhng vn l lun v thc tin lin quan n dch v NHT. - Tm hiu tnh hnh kinh doanh chung v tnh hnh kinh doanh thng qua giao dch in t, nhng thun li cng nh kh khn m cc NHTM trn a bn thnh ph Hu gp phi. - p dng m hnh nghin cu thng qua s iu chnh thang o ca cc thnh phn chp nhn cng ngh trong nghin cu Ebanking Vit Nam sao cho ph hp vi tnh hnh thc t ti thnh ph Hu. Tin hnh thu thp v phn tch kho st kin khch hng, xc nh c cc thnh phn, nhn t nh hng ti nhu cu s dng ca cn b - cng nhn vin s dng Ebanking. - Da vo kt qu kho st, nghin cu xut cc gii php, kin ngh nhm nng cao nhu cu s dng dch v Ebanking ti Thnh ph Hu.

3. i tng nghin cu
Cn b - cng nhn vin ang/c d nh s dng dch v NHT ca cc Ngn hng.

4. Phm vi nghin cu
- V thi gian: + S liu s cp: Tin hnh iu tra khch hng thu thp s liu s cp vo 10/2010. + S liu th cp: S liu ca cc chi nhnh Ngn hng nm 2009. - V khng gian: H thng cc Ngn hng trn a bn Thnh ph Hu.

5. Phng php nghin cu


Nghin cu ny c thc hin thng qua 2 bc chnh: nghin cu s b thng qua phng php nh tnh v nghin cu chnh thc thng qua phng php nh lng. - Nghin cu s b c thc hin bng phng php nh tnh: c, tng hp, phn tch t internet, gio trnh, sch bo, cc ti liu c lin quan, tham kho, phng vn, trao i vi cc chuyn gia trong lnh vc ngn hng. Mc ch ca nghin cu ny dng iu chnh, b sung hay loi b cc nhn t ca m hnh chp nhn cng ngh trong nghin cu Ebanking. - Nghin cu chnh thc c thc hin bng phng php nghin cu nh lng:

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Sau khi s dng s liu t cc bo co ti chnh ca cc ngn hng, tin hnh x l s liu bng phn mm Excell, s dng phng php phn tch v so snh a ra nhn xt thc trng. ng thi thng qua bng cu hi thu thp thng tin t khch hng l cn b cng nhn vin ang s dng dch v Ebanking ti thnh ph Hu. Thng tin thu thp c s c x l thng qua phn mm SPSS 16.0. Thang o sau khi c nh gi bng phng php h s tin cy Cronbach Anpha s c phn tch nhn t, a ra m hnh hi quy tuyn tnh c c s kt lun mt cch hp l v c khoa hc.

6. ngha ca ti
Nghin cu nhm tm ra gii php thch hp v kh thi hon thin hn kh nng cung ng dch v NHT ti Thnh ph Hu, ng thi m rng sn phm dch v ny mt cch c hiu qu theo tin trnh hin i ha ngn hng, a sn phm dch v hin i nht cho khch hng, to ra li th cnh tranh, tip cn th trng trong v ngoi nc, to cho s pht trin v hi nhp.

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PHN II: NI DUNG V KT QU NGHIN CU


CHNG 1: TNG QUAN V NGN HNG IN T. M HNH L THUYT V CC GI THIT TRONG NGHIN CU EBANKING
1. Tng quan v ngn hng in t 1.1. Thng mi in t Thng mi in t l quy trnh mua bn o thng qua vic truyn d liu gia cc my tnh trong chnh sch phn phi ca tip th. Ti y mt mi quan h thng mi hay dch v trc tip gia ngi cung cp v khch hng c tin hnh thng qua internet. Theo ngha hp, TMT ch n thun b hp TMT trong vic mua bn hng ha v dch v thng qua cc phng tin in t, nht l qua internet v cc mng lin thng khc. Hiu theo ngha rng, TMT bao gm tt c cc loi giao dch thng mi m trong cc i tc giao dch s dng cc k thut thng tin trong khun kh cho mi, tha thun hay cung cp dch v. Theo y ban Thng mi in t ca T chc hp tc kinh t chu Thi Bnh Dng (APEC): TMT l cng vic kinh doanh c tin hnh thng qua truyn thng s liu v cng ngh tin hc k thut s. Lut mu v TMT ca y ban Lin hp quc v Lut thng mi quc t (UNCITRAL) nh ngha: Thut ng thng mi cn c din gii theo ngha rng bao qut cc vn pht sinh t mi quan h mang tnh cht thng mi d c hay khng c hp ng. Cc quan h mang tnh thng mi gm (nhng khng ch gm) cc giao dch sau y: bt c giao dch no v cung cp v trao i hng ha hoc dch v; tha thun phn phi; i din hoc i l thng mi; y thc hoa hng, cho thu di hn; xy dng cc cng trnh; t vn; k thut cng trnh; u t, cp vn, ngn hng; bo him; tha thun khai thc hoc t nhng, lin doanh v cc hnh thc v hp tc cng nghip hoc kinh doanh; chuyn ch hng ha hay hnh khch ng bin, ng khng, ng st hoc ng b.

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Nh vy, nh ngha ny cho thy phm v hot ng ca TMT l rt rng, bao qut tt c cc lnh vc ca hot ng kinh t, trong hot ng mua bn hng ha v dch v ch l mt phm vi rt nh. Tm li, TMT l tt c cc phng php tin hnh kinh doanh ca c nhn hay t chc thng qua cc knh in t m ph bin nht l thng qua mng internet ton cu, da trn vic x l v truyn d liu gia cc bn giao thng vi nhau di dng vn bn, m thanh hoc hnh nh. 1.2. Dch v ngn hng in t Theo gio trnh Marketing ngn hng (Nguyn Minh Hin, 2009): NHT c hiu l mt m hnh ngn hng cho php khch hng truy cp t xa n ngn hng nhm: thu thp thng tin; thc hin cc giao dch thanh ton ti chnh, ti chnh da trn cc khon lu k ca ngn hng; s dng cc sn phm dch v mi. NHT l h thng knh phn phi pht trin da trn c s s dng cng ngh thng tin hin i vo vic t chc cung ng sn phm dch v ngn hng. Cc giao dch in t c thc hin thng qua cc phng tin giao dch in t: My thanh ton ti im bn hng (EFTPOS), my rt tin t ng (ATM), ngn hng qua in thoi, ngn hng qua mng internet, ngn hng qua mng ni b. Trn thc t, nhng giao dch v th cng c cc NHTM coi l dch v ngn hng in t. Tuy nhin hin nay, cc ngn hng tch ring nghip v th, mt phn v y l loi hnh ngn hng in t u tin pht trin ti Vit Nam nhm mc ch huy ng vn. Dch v ngn hng in t c gii thch nh l kh nng ca mt khch hng c th truy cp t xa vo mt ngn hng nhm: thu thp thng tin, thc hin cc giao dch thanh ton, ti chnh da trn cc khon lu k ti ngn hng , ng k s dng dch v mi (Trng c Bo, 2003). Dch v NHT l h thng phn mm vi tnh cho php khch hng tm hiu hay mua dch v ngn hng thng qua vic ni mng my vi tnh ca mnh vi ngn hng. 1.3. Cc hnh thi pht trin ngn hng in t K t vic ngn hng Wellfargo - ngn hng u tin cung cp dch v ngn hng qua mng u tin ti M vo nm 1989 th n nay c rt nhiu tm ti, th nghim, thnh
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cng cng nh tht bi trn con ng xy dng mt h thng ngn hng in t hon ho, phc v tt nht cho khch hng. Tng kt nhng m hnh , nhn chung h thng ngn hng in t c pht trin qua cc giai on sau y:

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1.3.1. Website qung co (Brochure-Ware) L hnh thi n gin nht ca NHT. Hu ht cc ngn hng khi mi bt u xy dng NHT l thc hin theo m hnh ny. Vic u tin chnh l xy dng mt website cha nhng thng tin v ngn hng, v sn phm ln trn mng nhm qung co, gii thiu, ch dn, lin lc, thc cht y ch l mt knh qung co mi ngoi nhng knh thng tin truyn thng nh bo ch, truyn hnh mi giao dch ca ngn hng vn thc hin qua h thng phn phi truyn thng, l cc chi nhnh ngn hng. 1.3.2. Thng mi in t (E-commerce) Trong hnh thi TMT, ngn hng s dng internet nh mt knh phn phi mi cho nhng dch v truyn thng nh xem thng tin ti khon, nhn thng tin giao dch chng khonInternet y ch ng vai tr nh mt dch v cng thm vo to s thun li thm cho khch hng. Hu ht cc ngn hng va v nh ang hnh thi ny. 1.3.3. Qun l in t (E-business) Trong hnh thi ny, cc x l c bn ca ngn hng c pha khch hng (frontend) v pha ngi qun l (back-end) u c tch hp vi internet v cc knh phn phi khc. Giai on ny c phn bit bi s gia tng v sn phm v chc nng ca ngn hng vi s phn bit sn phm theo nhu cu v quan h ca khch hng i vi ngn hng. Hn th na, s phi hp, chia s d liu gia hi s ngn hng v cc knh phn phi nh chi nhnh, mng internet, mng khng dygip cho vic x l theo yu cu v phc v khch hng c nhanh chng v chnh xc hn. 1.3.4. Ngn hng in t (E-bank) Chnh l m hnh l tng ca mt ngn hng trc tuyn trong nn kinh t in t, mt s thay i hon ton trong m hnh kinh doanh v phong cch qun l. Nhng ngn hng ny s tn dng sc mnh thc s ca mng ton cu nhm cung cp ton b cc gii php ti chnh cho khch hng vi cht lng tt nht. T nhng bc
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ban u l cung cp cc sn phm v dch v hin hu thng qua nhiu knh ring bit, ngn hng c th s dng nhiu knh lin lc ny nhm cung cp cc gii php khc nhau cho tng i tng khch hng chuyn bit.

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1.4. Cc dch v ngn hng in t S pht trin mnh m ca h thng cng ngh thng tin trong nhng nm gn y nh hng r nt n s pht trin ca cng ngh ngn hng bng vic cho ra i cc dch v NHT v cc phng tin TTT. 1.4.1. Internet Banking Dch v ny gip khch hng chuyn tin trn mng thng qua cc ti khon cng nh kim sot hot ng ca cc ti khon ny. tham gia khch hng truy cp vo website ca ngn hng v thc hin giao dch ti chnh, truy vn thng tin cn thit. Khch hng cng c th truy cp vo cc website khc mua hng v thc hin thanh ton vi ngn hng. Tuy nhin, khi kt ni internet th ngn hng phi c h thng bo mt mnh i ph vi ri ro trn phm vi ton cu. y l tr ngi ln i vi cc ngn hng ti Vit Nam v u t vo h thng bo mt rt tn km. 1.4.2. Home Banking Vi ngn hng ti nh, khch hng giao dch vi ngn hng qua mng nhng l mng ni b (intranet) do ngn hng xy dng ring. Cc giao dch c tin hnh ti nh, vn phng, cng ty thng qua h thng my tnh ni vi h thng my tnh ca ngn hng. Thng qua dch v Home Banking, khch hng c th thc hin cc giao dch v chuyn tin, lit k giao dch, t gi, li sut, giy bo n, bo c s dng dch v home banking, khch hng ch cn c my tnh (ti nh hoc tr s) kt ni vi h thng my tnh ca ngn hng thng qua modem-ng in thoi quay s, khch hng phi ng k s in thoi v ch s in thoi ny mi c kt ni vi h thng Home Banking ca ngn hng. 1.4.3. Phone Banking y l sn phm cung cp thng tin ngn hng qua in thoi hon ton t ng. Do t ng nn cc loi thng tin c n nh trc, bao gm thng tin v t gi hi oi, li sut, gi chng khon, thng tin c nhn cho khch hng nh s d ti khon, lit k nm giao dch cui cng trn ti khon, cc thng bo mi nht H thng cng t ng gi fax khi khch hng yu cu cho cc loi thng tin ni trn.
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1.4.4. Mobile Banking L hnh thc thanh ton trc tuyn qua mng in thoi di ng. Phng thc ny c ra i nhm gii quyt nhu cu thanh ton giao dch c gi tr nh (micro payment) hoc nhng dch v t ng khng c ngi phc v. Mun tham gia, khch hng phi ng k tr thnh thnh vin chnh thc trong quan trng l cung cp nhng thng tin c bn nh: s in thoi di ng, s ti khon c nhn dng trong thanh ton. Sau khch hng c nh cung ng dch v thng qua mng ny cung cp mt m s nh danh (ID). M s ny khng phi s in thoi v n s c chuyn thnh m vch dn ln din thoi di ng, gip cho vic cung cp thng tin khch hng khi thanh ton nhanh chng, chnh xc v n gin hn cc thit b u cui ca im bn hng hay cung ng dch v. Cng vi m s nh danh, khch hng cn c cp mt m s c nhn (PIN) khch hng xc nhn giao dch thanh ton khi nh cung cp dch v thanh ton yu cu. Sau khi hon tt cc th tc cn thit th khch hng s l thnh vin chnh thc v iu kin thanh ton qua in thoi di ng. 1.4.5. Call Center Do qun l d liu tp trung nn khch hng c ti khon ti bt k chi nhnh no vn gi v mt s in thoi c nh ca trung tm ny c cung cp mi thng tin chung v c nhn. Khc vi Phone Banking ch cung cp cc loi thng tin c lp trnh sn, Call Center c th linh hot cung cp thng tin hoc tr li cc thc mc ca khch hng. Nhc im ca Call Center l phi c ngi trc 24/24 gi. 1.5. Phng tin giao dch thanh ton in t 1.5.1. Tin in t (Digital Cash) Tin in t l phng tin thanh ton trn internet. Ngi mun s dng tin in t gi yu cu ti ngn hng. Ngn hng pht hnh tin in t s pht hnh mt bc in c k pht bi m c nhn (private key) ca ngn hng v c m ha bi kho cng khai (public key) ca khch hng. Ni dung bc in bao gm thng tin xc nh ngi pht hnh, a ch internet, s lng tin, s seri, ngy ht hn (nhm
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trnh vic pht hnh hoc s dng hai ln). Ngn hng s pht hnh tin vi tng khch hng c th. Khch hng ct tin in t trong my tnh c nhn. Khi thc hin giao dch mua bn, khch hng gi ti nh cung cp mt thng ip in t c m ha bi kha cng khai ca nh cung cp hng ha dch v. Nh cung cp dng kha ring ca mnh gii m thng ip, ng thi kim tra tnh xc thc ca thng ip thanh ton ny vi ngn hng pht hnh cng bng m kha cng khai ca ngn hng pht hnh v kim tra s seri tin in t. 1.5.2. Sc in t (Digital Cheque) Cng s dng k thut tng t nh trn chuyn sc v hi phiu in t trn mng internet. Sc in t c ni dung ging nh sc thng, ch khc bit duy nht l sc ny c k in t (tc l vic m ha thng ip bng mt m c nhn ca ngi k sc). Khi ngn hng ca ngi th hng thc hin nghip v nh thu sc, h s nh du ln thng ip in t v vic thng ip ny c m ha bi m ha cng khai ca ngn hng pht hnh sc s l c s cho vic thanh ton sc in t ny. 1.5.3. Th thng minh V in t (Stored Value Smart Card) L loi th nha gn vi mt b vi x l (micro - processor chip). Ngi s dng th np tin vo th v s dng trong vic mua hng. S tin ghi trong th s c tr li cho ti khi bng 0. Lc , ch s hu c th np tin hoc vt b th. V in t c s dng rt nhiu trong giao dch nh ATM, Internet Banking, Home Banking, Telephone Banking hoc mua hng trn internet vi mt u c th thng minh kt ni vo my tnh c nhn.

1.6. Vai tr v tnh u vit ca dch v ngn hng in t


1.6.1. Vai tr ca ngn hng in t trong xu th hi nhp Dch v NHT pht trin s gip tng nhanh qu trnh chu chuyn vn ca nn kinh t. Qua y nhanh tc lu thng hng ha, tin t, nng cao hiu qu s dng vn. V mt kinh t - x hi, NHT gp phn thc y cc hot ng kinh t thng mi, dch v v du lch pht trin, to iu kin m rng quan h kinh t thng mi vi khu vc v th gii. c bit gp phn thc y cc hot ng TMT pht trin.

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H thng NHT c th kim sot c hu ht cc chu chuyn tin t, do vy c th hn ch c cc giao dch chuyn tin bt hp php, tham nhng, ra tin Khi cc dch v NHT i vo hot ng, s cho php ngn hng thch ng nhanh chng vi nhng thay i ca th trng, iu chnh kp thi ph, li sut, t gi ph hp vi tnh hnh ca th trng. T ngn hng c th hn ch c cc ri ro v bin ng gi c trn th trng, mang li li ch kinh t cho ngn hng v khch hng. y l c im vt tri so vi ngn hng truyn thng. Ngoi ra mng thng tin ny cng s cung cp kp thi nhng ngun cung vn cho ngn hng, gip ngn hng c cc chnh sch ng n, kp thi v hoch nh phng n hot ng nhanh chng, chnh xc. Qu trnh pht trin ca cc dch v ngn hng truyn thng kt hp hi ha vi s pht trin ca dch v NHT, cho php cc ngn hng v t chc tn dng tip cn nhanh chng cc phng php qun l hin i, gip a dng ha sn phm, gia tng doanh s, nng cao hiu qu hot ng v tng kh nng cnh tranh trong xu th hi nhp hin nay. Mng thng tin gip cho hot ng thanh tra gim st ngn hng cht ch, kp thi chn chnh nhng vi phm, gi vng an ton h thng. Nh vy, NHT ng gp mt vai tr rt quan trng trong h thng ngn hng. N tc ng n hot ng ca cc ngn hng, thc y s hnh thnh cc ngn hng ln. Bn cnh , n tc ng n s pht trin cc ng dng cng ngh thng tin, lnh vc thanh ton qua ngn hng. Ngoi ra, s pht trin ca cc dch v NHT gip cho vic lin kt gia cc ngn hng ngy cng cht ch, gp phn a dng ha cc sn phm v dch v. Khng ch cng c mi quan h gia cc ngn hng, n cn tng cng mi quan h gia lnh vc ngn hng v cc lnh vc khc nh ti chnh, bo him, chng khon, du lch, xy dng, php lut, dch v, vn ha x hi,

1.6.2. Tnh u vit ca dch v ngn hng in t


1.6.2.1. An ton, nhanh chng, tin li v tit kim thi gian Khch hng c th s dng dch NHT bt c a im no v bt k khong thi gian no. NHT c th phc v khch hng 24/24 gi v c 7 ngy trong tun.
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Bo Co Thc Tp Gio Trnh 2010

Dch v NHT c bit c ngha i vi nhng khch hng khng c thi gian n giao dch trc tip vi ngn hng, khch hng c s lng giao dch khng nhiu hoc c s lng giao dch nhiu nhng s tin tng ln giao dch khng ln. Mt tin nhn hay mt cuc in thoi hoc vi giy truy cp website c th gip khch hng tha mn nhu cu giao dch ca mnh vi ngn hng mt cch an ton v nhanh chng. Ngoi ra, khch hng c ngn hng phc v tn ni vi nhng thng tin mi nht nh bin ng t gi, tra cu thng tin ti chnh ca i tc, xem bin ng gi chng khon. Hn na, vi nhng tiu chun chun ha, khch hng c phc v tn ty thay v phi ty thuc vo thi phc v khc nhau ca cc nhn vin ngn hng. y l nhng tin ch m ngn hng truyn thng kh c th t c vi tc nhanh chng, an ton so vi ngn hng in t.
Bng 1.1: So snh h thng cng ngh c v mi Stt Tiu ch Kh nng bo mt v ton vn d liu M hnh x l tp trung Khi lng giao dch ln Qun l khch hng quan h Giao dch 24/24 X l a t v x l t gi hng ngy cng nh giao dch a t Quyt ton mi thi im i mi quy trnh giao dch, ch k in t, chng t in t. Tng nng sut Th nha, h thng kt ni th Kh nng khng hn ch s lng truy cp Tnh tch hp
Nhm 3_K41-TCNH

H thng cng ngh c Thp Khng p ng Khng p ng Khng p ng Khng p ng Khng p ng Khng p ng (Ch c th thc hin vo 31/12) Khng p ng Khng p ng Khng p ng Thp

H thng cng ngh mi Cao p ng p ng p ng p ng p ng

p ng

p ng p ng p ng Cao
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Bo Co Thc Tp Gio Trnh 2010

Backup, phc hi d liu t ng ng b ha h thng

Thp Khng p ng

Cao Cao

(Ngun: Nghip v ngn hng, Ts Nguyn Minh Kiu, Nxb Thng k )

1.6.2.2. Tit kim chi ph Dch v NHT s gip cc ngn hng hot ng hiu qu hn nh vic tit kim c chi ph v tng thu nhp cho ngn hng. C c iu ny l do ngn hng khng phi trc tip giao dch vi khch hng nn cn t chi ph i li hn, gim bt cc cng on ging nhau phi thc hin lp li nhiu ln trong giao dch. Bn cnh cc ngn hng c th gim bt gnh nng v th tc hnh chnh v vn hnh. Trc y, khch hng mun thc hin giao dch thanh ton th phi trc tip n ngn hng, do vy tin li cho khch hng th ngn hng phi m thm cc chi nhnh hoc quy giao dch. Nhng khi dch v TTTT ra i th ngn hng c th gim bt chi ph m quy giao dch, t gim chi ph tin lng v tng cng tnh hiu qu ca vic s dng lao ng. 1.6.2.3. M rng phm vi hot ng cho ngn hng NHT gip cho cc NHTM qung b c cc sn phm, dch v v hnh nh ca mnh mt cch hiu qu. Chnh v vy, ngn hng khng cn m thm chi nhnh hay phng giao dch nhng vn c khch hng bit n v tin hnh quan h giao dch. 1.6.2.4. Tng cng cng tc chm sc khch hng NHT l mt dch v c kh nng gi v thu ht khch hng cao. Nhng tin ch c c t cng ngh ng dng, phn mm, cc nh cung cp mng, s thu ht v gi khch hng s dng, quan h giao dch vi ngn hng, v dn tr thnh khch hng truyn thng ca ngn hng. Cc dch v TTT cung cp cho khch hng sn phm v dch v a dng hn, t tng cng s tn nhim ca khch hng. Khch hng s khng chuyn sang giao dch vi ngn hng khc khi m h c th nhn c mi thng tin, cng nh thc hin cc giao dch ngay khi h ang u v trong khong thi gian no.

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Bo Co Thc Tp Gio Trnh 2010

Vi m hnh kinh doanh a nng nn NHT c kh nng cung ng sn phm, dch v cho mi i tng khch hng v nhiu lnh vc kinh doanh. Chnh nh tin ch ny m ngn hng c th m rng i tng khch hng v tng th phn ca mnh. 1.6.2.5. Cung cp cc dch v cho Ngoi nhng sn phm, dch v ca mnh, cc ngn hng c th lin kt vi cc cng ty bo him, cng ty chng khon, cng ty ti chnh khc a ra cc sn phm tin ch nhm p ng mi nhu cu ca khch hng v cc dch v lin quan: ngn hng, bo him, u t chng khon, u t vng Tm li, dch v NHT c rt nhiu tin ch v ang th hin c tnh u vit thi im hin ti cng nh trong tng lai. Dch v NHT l hng chin lc m cc ngn hng ang tn dng v pht trin to s khc bit i vi khch hng, mang tnh cnh tranh trn th trng. Vic pht trin h thng thanh ton ni b cc ngn hng, thanh ton lin ngn hng, pht trin cc dch v NHH nhm hng ti hi nhp kinh t quc t. Thng qua vic s dng dch v NHT, khch hng c th cm nhn c cht lng dch v ngn hng v ngy cng gn b trung thnh vi ngn hng hn.

2. M hnh v cc gi thit trong m hnh chp nhn cng ngh Ebanking.


Trn c s tm hiu cc nghin cu p dng m hnh chp nhn cng ngh (The Technology Acceptance Model TAM)- c ngun gc t m hnh hnh ng hp l (The Theory of Reasoned Action TRA) (Fishbein v Ajzen, 1975) trong lnh vc NHT cc nc, c bit l cc quc gia chu v qua trao i (nghin cu nh tnh) vi cc chuyn vin trong lnh vc ngn hng, ti s dng m hnh l thuyt ng dng TAM ( c nghin cu Vit Nam) nghin cu s chp nhn Ebanking trn a bn thnh ph Hu.

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S 1.1: Mt s m hnh nghin cu Ebanking chu

Ni dung v kt qu nghin cu t m hnh chp nhn cng ngh mt s nc.


Ni dung Kt qu nghin cu nghin cu Bussakorn TPB nguyn S tip cn IB-chin - Nhn t khuyn khch: s hu ch Jaruw thu lc cho mt cm nhn v c im ca achir quc gia website athan ang pht - Nhn t cn tr: mi trng bn Thi Lan ak ul, trin ngoi. Diete r Fink Petrus TAM m nh gi nh v - S hu ch v s d s dng cm Guriti rng, s chp nhn nhn l hai yu t quan trng ng, thm ca khch nht. Nelso hai hng v dch - S t tin nh hng trc tip v n Oly bin v IB gin tip n nh hnh vi Ndub l s thng qua s hu ch v s d Malaysia isi t tin s dng. v - Nhn t kinh nghim v my tnh kinh khng c nh hng g. nghi m v my tnh Heikki TPB nguyn Cc nhn t nh - Kinh nghim v my tnh, kinh Kajal thu hng n nghim giao dch vi ngn uoto, thi v s hng v thi nh hng Phn Minn chp nhn IB mnh n nh. L a - Bin nhn khu hc nh hng n a Matti nh - Nhm tham kho n la, khng c nh hng. Tapio Pento Quc gia Tc gi M hnh
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Bo Co Thc Tp Gio Trnh 2010

Yi-Shun TAM m Cc nhn t quyt Wang rng, nh n s , Yuthm chp nhn Min vo dch v IB Wang hai , bin Hsinl s i Loan Hui t tin Lin, s Tzun dng g I my Tang tnh v s tin cy Praja Podder TAM m nh v thi quen rng, s dng dch thm v IB vo Newzela hai n bin d l s t tin v ri ro Kent TAM m S chp nhn dch Erick rng, v IB ti sson, thm Estonia katri vo 1 Kere bin Estonia m, l s Danie ri ro l Nilss on

- S d s dng, s hu ch cm nhn v s tin cy cm nhn nh hng trc tip n nh. - S t tin nh hng gin tip n nh thng qua ba bin trn.

- S d s dng, s hu ch cm nhn v s t tin nh hng n nh s dng. - Bin tin cy khng c nh hng

S d s dng, s hu ch cm nhn v s tin cy cm nhn nh hng trc tip n nh.

Trong ti nghin cu ny, m hnh s gi nguyn li cc bin s chnh nh m hnh c nghin cu Vit Nam.

Nhm 3_K41-TCNH

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Bo Co Thc Tp Gio Trnh 2010 S 1.2: M hnh nghin cu ngn hng in t Vit Nam

Trong : - c im c nhn c quan h vi ch li cm nhn (H1). Trong iu kin s khng ng u trong trnh gio dc, c bit trong lnh vc CNTT ca Vit Nam th vic nghin cu vai tr ca bin s c im c nhn (thu nhp, tui,gii tnh) l rt cn thit. - Ri ro cm nhn c quan h vi ch li cm nhn (H2), c xem l bt trc m khch hng i mt khi h khng th o lng hu qu ca quyt nh s dng. Khch hng b nh hng bi cc ri ro m h nhn thc, cho d ri ro c tn ti hay khng (Chan v Lu, 2004). Hewer v Howcroft (1999) v Howcroft v cng s (2002) th cho rng d khch hng rt tin tng ngn hng ca mnh, h vn km tin tng vo cng ngh. Trong iu kin Vit Nam (hn ch v trnh k thut, an ton thng tin v lut giao dch in t, tm l ngi tip xc my mc) th y l cn tr rt ln i vi s pht trin ca TMT ni chung v vic chuyn cc hnh thc kinh doanh t ngn hng truyn thng sang NHT ni ring. - S t ch l kh nng s dng my tnh ca c nhn (Compeau v Higgins, 1995) v c mi quan h vi s d s dng cm nhn (H3) (Venkatesh v Davis, 1996; Igbaria v Iivari, 1995; Venkatesh, 2000; Agarwal v cng s, 2000). Theo OCass v Fenech (2003), khi ngi s dng c kinh nghim v cng ngh th h s c nim tin vo kh nng s dng h thng. Trnh cng ngh ca Vit Nam lc hu so vi cc nc cng nghip pht trin gn na th k cng gii thch c phn no vic thiu t ch v cng ngh ca mt b phn ln ngi dn Vit Nam. V vy s t ch cng th hin vai tr quan trng trong vic o lng mc chp nhn NHT Vit Nam, nhng ngi c s t ch tin hc cao s c kh nng s dng h thng nhiu hn. - S thun tin c mi quan h vi s d s dng cm nhn (H4), l vic khch hng cm thy thoi mi v vic ng nhp/thot khi h thng, a im giao dch, thi gian giao dch Nghin cu ca Dennis v Papamatthaiou (2003) v ng c mua sm trc tuyn chng t s thun tin c tng quan cht ch vi d nh giao dch trc tuyn v s thun tin cng c mi quan h ng bin vi vic s dng
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Bo Co Thc Tp Gio Trnh 2010

ngn hng trc tuyn (Polatoglu v Ekin, 2001; Gerard v Cunningham, 2003). Vi thc trng c s h tng cha ng b Vit Nam, y s l yu t nh hng mnh n s d s dng cm nhn. - S d s dng cm nhn c mi quan h vi ch li cm nhn (H5) (Davis, 1989). y l hai bin nim tin trong m hnh TAM nguyn thy. Ngi s dng cm thy h thng l hu ch khi nh h thc hin giao dch nhanh hn, d s dng, nng cao hiu qu Mt khc, khch hng cng s khng cm nhn c li ch m NHT em li nu h khng thy d s dng h thng. - Thi c mi quan h vi s d s dng cm nhn (H6) v ch li cm nhn (H7). Theo , c nhn s d nh s dng h thng khi h c thi tch cc v ngc li khng chp nhn h thng khi h c thi tiu cc i vi vic s dng (Davis v cng s, 1989). - D nh c mi quan h vi ch li cm nhn (H8) v thi (H9). C nhn c d nh hng n hnh vi khi h tin s nng cao hiu qu cng vic. S nng cao ny em li nhng li ch khc nhau v tc ng tr li hnh vi (Davis v cng s, 1989). ch li cm nhn cng l mt trong nhng bin mnh nht nh hng n d nh s dng (Venkatesh v Davis, 2000).

Nhm 3_K41-TCNH

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Bo Co Thc Tp Gio Trnh 2010

CHNG 2: THC TRNG PHT TRIN DCH V EBANKING TRN A BN THNH PH HU V KT QU NGHIN CU

2.1. Thc trng pht trin dch v ngn hng in t


2.1.1. Thc trng pht trin dch v Ebanking ti Vit Nam Ti Vit Nam, c th ni t nm 2000 tr v sau, nhng sn phm mang du n NHH mi c hnh thnh. Cho n nay, hu ht cc ngn hng u m cc Website ring gii thiu v cc dch v ca mnh nh th tc chuyn tin, mc ph chuyn tin, th tc v iu kin vay vn, t gi hng ngy, biu li sut ang p dng. Mc cnh tranh ngy cng gia tng khin cc ngn hng y mnh vic u t k thut, cng ngh, tin hc haDn dp t u nm 2010, nhiu NHTM ng lot cng b cc k hoch u t, hon thin sn phm, lin kt tin ch pht trin dch v NHT, phc v tt hn cho khch hng. Cnh tranh trong hot ng ny ngy mt nng, v tt nhin cc khch hng in t ngy cng c thm tin ch v la chn. n nay, dch v NHT khng cn mi l na m ang pht trin rt rm r v c nhng bc chuyn bin mnh m. Tuy nhin theo mt s nhn nh th dch v NHT Vit Nam mi ch giai on u ca s pht trin. C th thy dch v NHT ca Vit Nam cn n iu, s si v cha thu ht c nhiu khch hng s dng. Cc dch v khc nh Internet Banking, Mobile Banking mi ch mc truy nhp thng tin, cn chc nng thanh ton th cha trin khai rng ri. S lng khch hng s dng hn ch, e d. Nguyn nhn v thc trng ny l do tm l cha hon ton tin tng cu khch hng, h thng php lut cha ng b, cc n v, c quan trong x hi cha sn sng tham gia dch v, trnh cng ngh cn nhiu hn ch. Mc d vy, khi nh gi v tng lai pht trin ca NHT ti Vit Nam, hu ht cc chuyn gia u cho rng chng ta c nhiu yu t lc quan. Nhng nm tr li y, hnh lang php l cu Vit Nam ang hon thin, v tr nn thng thong, gip cc ngn hng trin khai sn phm, dch v mi hn p ng nhu cu khch hng. Cc ngn hng cng nm bt nhng cng ngh tin tin rt nhanh chng v coi CNTT l yu t quan trng cnh tranh.
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Bo Co Thc Tp Gio Trnh 2010

Bng 1.2: H thng phn mm c p dng ti cc ngn hng


STT 1 2 3 NGAN HANG BIDV ,VCB, CTG, MSB Techcombank, Sacombank, Vpbank.. (gn 20 NH) Habubank, Lien Viet, Tien Phong HE THONG PHAN MEM AP DUNG SIBS ( Sikverlake Integrated Banking Solutions) Temenos T24 Symbol System Access XEP HANG TU 20042009 9,9,9,8,9,10 1,2,1,1,1,1, 12,10,9,10,9,10

(Ngun:htpp://www.inntron.com/corebanking.html)

Vi nhng c im , th trng Vit Nam ha hn mt tng lai tt cho s tn ti v pht trin mnh m cc nghip v NHH trong thi gian ti.

2.1.2. Thc trng pht trin dch v Ebanking trn a bn thnh ph Hu.
Trong nhng nm gn y, dch v NHT bt u pht trin Hu. Cc ngn hng chi nhnh Hu u c Website ring cung cp cho khch hng cc thng tin v li sut, t gi, im t my ATM, giao dch my POS, cc sn phm dch v ca ngn hng, Bng 1.3: Th phn th ATM trn a bn thnh ph Hu nm 2009
1 2 3 4 5 6 7 8 NGN HNG ACB STB EAB VCB CTG AGB MB KHAC TNG S MY ATM 7 10 15 25 21 21 4 15 118 S TH PHT HNH 9027 3510 13200 40200 23000 19015 2100 8300 118352 TH PHN TH ATM 7.63 2.97 11.15 33.97 19.43 16.07 1.77 7.01 100.00

Tuy nhin, Hu l thnh ph c din tch kh nh, cng ngh thng tin cha pht trin, trnh cng ngh ca ngi dn cn hn ch, khch hng vn quen s dng tin mt hn, do trn a bn, dch v NHT vn cha pht trin. So vi cc thnh ph ln nh H Ni v H Ch Minh th dch v ngn hng in t Hu vn l th trng tim

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nng, cn c bc t ph pht trin hn na ca cc chi nhnh ngn hng thng mi. 2.1.2.1. Thun li Th trng Hu l mt th trng y tim nng. Trong nhng nm ti, Hu s tr thnh thnh ph trc thuc Trung ng, c s h tr rt ln t Nh nc, thu ht nhiu vn u t vo cc lnh vc, nht l lnh vc CNTT. Cc khu cng nghip ngy cng pht trin, kinh t a phng c nhng bc tin mi s to nhiu khch hng tim nng cho cc ngnh dch v trong c ngn hng in t. Chi nhnh v phng giao dch ca cc ngn hng c t nhng trc ng chnh ca thnh ph, thun tin v giao thng, c s h tng khang trang. Nhng iu kin vt cht ny gp phn to iu kin cho khch hng trong vic giao dch, gim thiu chi ph i li. Cc NHTM ang trin khai cc loi hnh dch v NHT vi cc gi sn phm a dng, phong ph, nhiu tnh nng hin i, do gip khch hng thun tin hn trong vic la chn v p ng nhu cu giao dch ca mnh. Khch hng ch cn mt in thoi di ng hoc my tnh ni mng th bt k a im no, khch hng vn c th bit c cc thng tin v t gi, li sut hay s thay i s d mt cch nhanh chng v hiu qu nht. i ng cn b nhn vin rt tr, trnh cao, ng u, c o to bi bn nn d thch nghi vi cc cng ngh, k thut tin tin, do thi gian a k hoch pht trin dch v NHT s nhanh chng hn, gp phn thu ht c nhiu khch hng. Dn s trn a bn a s l dn s tr, nng ng, kh nng ng dng CNTT tt, do , trong tng lai y s l khch hng tim nng cho ngn hng. Cc ngn hng thc hin chnh sch Marketing kh tt, dn dn to iu kin thun li a dch v NHT n gn khch hng hn. V d ngn hng ng pht hnh th ATM min ph cho sinh vin, hay ngn hng Chu cung cp min ph mt s dch v ngn hng in t nh ph chuyn khon, chuyn tin qua giao dch in t bng vi ph giao dch trc tip ti quy. Cc ngn hng trn a bn hot ng c uy tn, to c nim tin cho khch hng (nht l cc khch hng thn thit), y l iu kin thun li pht trin, gii thiu
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Bo Co Thc Tp Gio Trnh 2010

dch v mi nh NHT khch hng, ng thi gip cho cng tc tuyn truyn, qung co dch v rng ri hn trn a bn. 2.1.2.2. Kh khn Cht lng ngun nhn lc cha cao, s lng nhn vin chuyn trch cha nhiu. Trung bnh mt chi nhnh ngn hng ch c khong 3 nhn vin m nhn v mng dch v ni chung v dch v NHT ni ring. Khi lng cng vic nhiu m s lng nhn vin khng p ng th hiu qu cng vic s gim st. Nhn vin hu ht u tt nghip chuyn ngnh ti chnh-ngn hng nn kin thc v k thut, cng ngh cn mt s mt hn ch nht nh. Do vy, i khi nhn vin ngi t vn cho khch hng cch thc s dng cng nh ci t mt s th tc lin quan. y l mt tr ngi ln i vi cc ngn hng trong vic y mnh nhu cu s dng dch v Ebanking trn a bn. Cng tc qung b tuyn truyn cho dch v ny cha trin khai mt cch bi bn, chuyn su. Mc ph bin thng tin v Ebanking trong ngi dn cn rt thp, c chng ch l hiu bit v dch v th, kh khn ny t ra cho ngn hng mt vn ln l lm th no thng tin v dch v c cp nht n khch hng mt cch nhanh chng, y , d hiu nht. S lng khch hng s dng Ebanking cn thp, tnh nng ngn hng a ra kh nhiu nhng hu nh khch hng cha hoc ngi s dng. iu ny gy kh khn cho ngn hng trong vic gii thiu cc sn phm, dch v ngn hng thng qua cc knh giao dch in t ny. Thi quen s dng tin mt ca ngi dn cng gy ra khng t kh khn cho cng tc qung co, gii thiu, t vn Ebanking n khch hng. Hu l thnh ph c din tch kh nh, chi nhnh v phng giao dch u t nhng v tr c coi l trung tm (trn cc tuyn ng Trn Hng o, Hng Vng,) nn vic khch hng trc tip n ngn hng giao dch l tng i d dng v nhanh chng. Do vy, a s khch hng u chn phng thc giao dch trc tip ti quy. Mt khc nhiu khch hng mun giao dch trc tip nm thng tin mt cch y v d dng c gii p thc mc hn.

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C s v CNTT ca Vit Nam ni chung v Hu ni ring cn nhiu hn ch. Trong mng thng tin di ng thng xy ra cc s c nh mt sng, nghn mng. Hacker l vn lm cc ngn hng phi i mt khi trin khai Ebanking. Nu ri ro xy ra th ngn hng phi gnh chu hu qu rt nng n. Nhng hn ch ny s gy khng t kh khn cho ngn hng cng nh khch hng, to tm l bt an cho khch hng. H thng vn bn php lut ni chung v lut giao dch in t ni ring vn cn nhiu hn ch, chm tr, hng dn khng r rng gy khng t kh khn cho ngn hng trong qu trnh trin khai cc dch v NHT. Tm li, dch v NHT ti Vit Nam ni chung v thnh ph Hu ni ring ang trn pht trin. Tuy cn nhng kh khn, yu im, kh nng thu ht khch hng cn hn ch. Nhng vi nhng tin ch, tnh nng vt tri em li s thun tin cho khch hng, hy vng trong tng lai, vi th trng y tim nng ti Vit Nam, dch v ngn hng in t s c s pht trin hn na v em li nhng thnh tu ni bt.

2.2. Kt qu nghin cu 2.2.1. Thang o


kim nghim m hnh nghin cu Ebanking ti thnh ph Hu, ti xy dng mt bn cu hi nhm o lng cc nhn t tc ng. Thang o 5 im Likert t (1) l rt ng n (5) l rt khng ng do Davis v cng s (1989) ngh o lng cc thnh phn c tng hp t cc nghin cu trc. Thang o lng cc thnh phn trong m hnh c th hin bng.
Bng 1.4: Thang o cc thnh phn trong m hnh Cc bin quan st Khng an tm v s an ton ca ngn hang Lo ngi khc bit thng tin Lo ngi khc gi mo thng tin Ri ro cm nhn Khng an tm v cng ngh ca ngn hang Lo b mt cp tin Lo lng v php lut lin quan n ngn hang S t ch Dng NHT d khng ai hng dn cch s dng Dng NHT d trc kia cha tng s dng Dng NHT d ch c hng dn trc tuyn Dng NHT nu thy ngi khc dung trc Dng NHT nu nh c ai khi gp vn
Nhm 3_K41-TCNH Page 28

Thnh phn

Bo Co Thc Tp Gio Trnh 2010

S thun tin

Dng NHT nu c thi gian hon thnh giao dch in t Dng NHT nu c h tr trc tuyn D dng tm a im giao dch D dng ng nhp hoc thot khi h thng Khng mt nhiu thi gian s dng dch v NHT Nhn chung NHT mang li s thun tin

Nhm 3_K41-TCNH

Page 29

Bo Co Thc Tp Gio Trnh 2010

S d s dng cm nhn

ch li cm nhn

Thi D nh

D hc cch s dng NHT D dng thc hin yu cu ca ngi s dng Thao tc giao dch trn NHT n gin Nhanh chng s dng thnh tho NHT NHT nhn chung d s dng Thc hin giao dch d dng Kim sot ti chnh hiu qu Tit kim thi gian Nng cao hiu qu cng vic NHT nhn chung mang li li ch T ho khi s dng NHT Thch s dng dch v NHT Thoi mi khi s dng NHT Yn tm khi s dng NHT Chc chn s dng NHT khi c nh s dng S s dng NHT nhiu hn trong tng lai

T thang o trn, ph hp vi tnh hnh thc t, nhm tham kho, hi kin ca cc chuyn gia lm vic ti cc ngn hng trn a bn (ph lc 2) loi b cc bin quan st khng ph hp vi thc t. Thang o xut bao gm 24 bin quan st o lng 7 thnh phn ca m hnh nghin cu Ebanking.Trong , thnh phn ri ro cm nhn c 4 bin quan st; thnh phn s t ch gm c 4 bin quan st; thnh phn s thun tin c 3 bin quan st; thnh phn s d s dng cm nhn c 4 bin quan st; thnh phn ch li cm nhn cng c 4 bin quan st; thnh phn thi c 3 bin quan st v cui cng l thnh phn o lng d nh ca khch hng gm c 2 bin quan st. C th:

Ri ro cm nhn: khi s dng dch v Ebanking, bn lo ngi iu g? Lo ngi khc bit thng tin Lo b mt cp tin Lo ngi khc gi mo thng tin Khng an tm v cng ngh ca ngn hng in t S t ch: Bn c th s dng dch v Ebanking khi Khng ai hng dn s dng Thy ngi khc dng trc Gp vn th c ngi hng dn
Page 30

1. 2. 3. 4. 1. 2. 3.

Nhm 3_K41-TCNH

Bo Co Thc Tp Gio Trnh 2010

4.

c h tr trc tuyn S thun tin: Yu t no khin bn cm thy thun tin khi s dng Ebanking D dng tm a im giao dch D dng ng nhp hay thot khi h thng Khng mt nhiu thi gian s dng S d s dng cm nhn: Bn thch s dng dch v Ebanking khi D hc cch s dng D dng thc hin yu cu ca ngi s dng Nhanh chng s dng thnh tho Thao tc giao dich n gin ch li cm nhn: nhng li ch bn mong mun khi s dng dch v Ebanking Thc hin giao dch d dng Kim sot ti chnh c hiu qu Tit kim thi gian Nng cao hiu qu cng vic Thi : Bn cm thy nh th no khi s dng dch v Ebanking T ho khi s dng ngn hng in t Thoi mi khi s dng ngn hng in t Yn tm khi s dng ngn hng in t D nh: Trong tng li, bn c d nh s dng dch v Ebanking khng ? Chc chn s dng ngn hng in t khi c nh S s dng ngn hng in t nhiu hn trong tng lai

1. 2. 3. 1. 2. 3. 4. 1. 2. 3. 4. 1. 2. 3.

1. 2.

2.2.2. Quy trnh kho st a. Thit k bng hi: bng hi gm c 2 phn chnh phn 1: thng tin chung v khch hng phn 2:

+ Thng tin s dng dch v Ebanking + o lng cc nhn t nh hng ti nhu cu s dng Ebanking, phn ny gm c 24 pht biu. Trong c 22 pht biu o lng cc thnh phn cht lng dch v v 2 pht biu o lng d nh s dng ca khch hng.
Nhm 3_K41-TCNH Page 31

Bo Co Thc Tp Gio Trnh 2010

b. Xc nh s mu cn thit v thang o. + Kch thc mu l 150. Kch thc ny l ln v m bo yu cu ca phng php phn tch nhn t (mu gp 4 n 5 ln s bin trong phn tch nhn t). + Phng php chn mu: qu trnh iu tra s dng phng php chn mu thun tin v thng tin d liu c thu thp thng qua vic iu tra cc khch hng l cn b cng nhn vin ang/ c d nh s dng Ebanking. + Thang o: s dng thang o Likert- thang o ph bin trong nghin cu nh lng. c. Tin hnh iu tra khch hng + Tin hnh iu tra th 20 khch hng kim tra mc r rng v tnh chnh xc ca t ng. + ng thi tham kho kin ca chuyn vin ngn hng iu chnh bng hi trc khi gi i phng vn chnh thc. 2.2.3. Kt qu kho st 2.2.3.1. Phn tch m t M t i tng khch hng
Bng 1.5: M t i tng khch hng
gioi tinh nam nu Total duoi 30 30-50 tren 50 Total duoi n 1 h . a 5 p 1.5-3 3-5 tren 5 Total Nhm 3_K41-TCNH Frequency 78 72 150 72 46 32 150 32 38 55 25 150 Percent 52 48 100 48 30.7 21.3 100 21.3 25.3 36.7 16.7 100 Page 32

tuoi

thu

Bo Co Thc Tp Gio Trnh 2010

Bng s liu x l cho thy t l nam n ca mu tng i ng u nhau. tui phn b nhiu nht l di 30 tui v mc 30-50 tui. y l nhm tui c s thch ng kh cao i vi s thay i ca iu kin x hi. Bn cnh , khch hng trong nhm tui ny l thng l nhng ngi c vic lm v thu nhp n nh. y chnh l u im ca mu iu tra. Phn loi da theo thu nhp cho thy thu nhp ca khch hng phn b a s hai nhm thu nhp t 1.5-3 triu v nhiu nht 3-5 triu. Vi iu kin v mc sng trn a bn thnh ph th y l nhng i tng khch hng c thu nhp kh cao do vy kh nng tip cn cc dch v ngn hng ca h cng s thun li hn.

Thng tin v dch v mc ch s dng dch v Ebanking.


Bng 1.6: Cc dch v Ebanking
Frequency phone banking internet banking mobile banking home banking chua su dung Total 28 54 39 9 20 150 Percent 18.7 36.0 26.0 6.0 13.3 100.0

Dch v

Bng 1.7: Cc tin ch ca Ebanking


Frequency Percent kiem tra so du cap nhat thong tin chuyen khoan thanh toan hoa don thanh toan, nhan luong Total 82 16 22 7 23 150 54.7 10.7 14.7 4.7 15.3 100.0

Tin ch

T bng thng k trn, trong tng s 150 ngi iu tra th c 20 ngi cha s dng dch v ny. Nguyn nhn l do dch v ang cn mi, cha c nhu cu s dng, lo ngi th tc, s an ton khi s dng dch v v c bit quan nim thch dng tin mt ca khch hng. i vi nhng khch hng bit n dch v Ebanking v s dng dch v th ch yu h dng l Internet Banking v Moble Banking. Hai dch v cn
Nhm 3_K41-TCNH Page 33

Bo Co Thc Tp Gio Trnh 2010

li l Phone Banking v Home Banking m c bit l Home Banking th khch hng bit v s dng rt t. ng thi kho st tin ch ca dch v cng cho thy, i tng iu tra l CB-CNV nn tin ch ch yu c s dng l kim tra s d, thanh ton nhn lng v chuyn khon. y l du hiu cho thy CB-CNV ang dn c tr theo ch lng thng qua th thay v tin mt nh trc kia.Do , cn c cc bin php xc tin hn na khch hng khng ch dng li tin ch kim tra s d, thanh ton, nhn lng m cn s dng cc tin ch khc na.

2.2.3.1. nh gi tin cy ca thang o bng h s Cronbach Alpha


Phng php ny cho php ngi phn tch loi b cc bin khng ph hp v hn ch cc bin rc trong qu trnh nghin cu v nh gi tin cy ca thang o bng h s thng qua h s Cronbach alpha. Nhng bin c h s tng quan bin tng (itemtotal correlation) nh hn 0.3 s b loi. Thang o c h s Cronbach alpha t 0.6 tr ln l c th s dng c trong trng hp khi nim ang nghin cu mi (Nunnally, 1978; Peterson, 1994; Slater, 1995). Thng thng, thang o c Cronbach alpha t 0.7 n 0.8 l s dng c. Nhiu nh nghin cu cho rng khi thang o c tin cy t 0.8 tr ln n gn 1 l thang o lng tt. + Kt qu nh gi thang o mc chp nhn cng ngh Ebanking ca khch hng i vi thnh phn ri ro cm nhn, Cronbach Alpha l 0.793. Thnh phn ny gm 4 bin quan st. Tt c cc bin ny u c h s tng quan vi bin tng ln hn 0.3. Tuy nhin c quan st khng an tm v cng ngh c Alpha = 0.821 > 0.793. Do vy quan st ny nn loi, cn cc quan st cn u c gi li vo phn tch nhn t. Thnh phn tip theo l s t ch vi 4 quan st. Cronbach Alpha ca thnh phn ny l 0.678. Trong s cc quan st th quan st gp vn th c ngi hng dn c h s h s tng quan bin tng < 0.3 v Cronbach Alpha cng ln hn 0.678. Do quan st ny cng nn loi khi vo phn tch nhn t. Thnh phn s thun tin gm 3 bin v Cronbach Alpha bng 0.732. Nu bin no c Alpha tha mn l < 0.732 v h s tng quan bin tng ln hn 0.3, th c tip tc s dng phn tch nhn t. Do , bin khng mt nhiu thi gian khi s dng b loi khi thang o.
Nhm 3_K41-TCNH Page 34

Bo Co Thc Tp Gio Trnh 2010

Cronbach Alpha ca thnh phn s d s dng cm nhn l 0.678. Vn theo nguyn tc nh trn th quan st d hc cch s dng b loi khi thang o. Thnh phn ch li cm nhn-thnh phn ny bao gm 4 bin, Cronbach alpha tnh c l 0.766. H s tng quan bin tng ca tt c cc bin ny u ln hn 0.3 v alpha nu b mc hi nh hn 0.766, do vy cc bin ny tip tc c dng phn tch nhn t. V cui cng l thnh phn thi c 3 quan st v h s tnh c l 0.632. Trong 3 quan st tnh c th c quan st t ho khi s dng khng tha mn nn b loi trc khi vo phn tch nhn t. Tm li, h s Cronbach alpha ca cc thnh phn o lng nhu cu s dng Ebanking theo m hnh TAM u t 0.6 tr ln. iu ny chng t rng y l thang o lng tt. + Kt qu nh gi thang o d nh s dng ca khch hng Bng 1.8 l kt qu tnh ton Cronbach Alpha ca thnh phn d nh. H s tnh c l 0.619. Hai bin ca thnh phn ny c h s tng quan bin tng ln hn 0.3 v Alpha cng tha mn nh hn 0.619 khi loi b. Do cc bin ny s c s dng vo phn tch nhn t d nh s dng ca khch hng.

Nhm 3_K41-TCNH

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Bo Co Thc Tp Gio Trnh 2010

Nhm 3_K41-TCNH

Page 36

Bo Co Thc Tp Gio Trnh 2010

Nhm 3_K41-TCNH

Page 37

Bo Co Thc Tp Gio Trnh 2010

Nhm 3_K41-TCNH

Page 38

Bo Co Thc Tp Gio Trnh 2010

Nhm 3_K41-TCNH

Page 39

Bo Co Thc Tp Gio Trnh 2010

Bng 1.8: nh gi tin cy ca thang o bng h s Cronbach Alpha


Corrected Item -Total Correlat ion .595 .751 .663 .427 .570 .515 .282 .516 .591 .646 .449 .334 .510 .548 .463 .472 .657 .571 .581 .335 .596 .422 .452 .452 Cronbach's Alpha if Item Deleted .793 .746 .658 .711 .821 .678 .537 .574 .706 .579 .732 .607 .545 .761 .678 11.850 12.000 11.820 11.730 12.270 12.370 12.170 12.290 7.490 7.070 7.170 4.190 3.790 2.193 2.000 1.934 2.066 2.130 2.021 2.185 2.045 1.728 1.558 1.496 .596 .447 .696 .580 .554 .611 .766 .765 .663 .710 .703 .632 .679 .341 .567 .619 .000 .000

Items Ri ro cm nhn Lo ngi khc bit thng tin Lo b mt cp tin Lo ngi khc gi mo thng tin Khng an tm v cng ngh S t ch Khng ai hng dn s dng Thy ngi khc dng trc C ngi hng dn H tr trc tuyn S thun tin D dng tm a im giao dch D dng ng nhp/thot khi h thng Khng mt thi gian khi s dng S d s dng cm nhn D hc cch s dng D dng thc hin yu cu ca ngi s dng Nhanh chng s dng thnh tho Thao tc giao dch n gin ch li cm nhn Thc hin giao dch d dng Kim sot ti chnh c hiu qu Tit kim thi gian Nng cao hiu qu cng vic Thi T ho khi s dng Thoi mi khi s dng Yn tm khi s dng D nh Chc chn s dng khi c nh S s dng trong tng lai

Scale Mean if Item Deleted 8.690 8.620 8.400 8.470 12.800 12.150 12.320 11.810 9.070 8.990 9.090

Scale Variance if Item Deleted 6.069 4.626 5.597 6.533 1.946 2.368 3.441 2.623 .981 1.134 1.320

Nhm 3_K41-TCNH

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Bo Co Thc Tp Gio Trnh 2010

2.2.3.2. Phn tch nhn t khm ph EFA


Sau khi nh gi tin cy ca thang o chng ta bt u i su vo phn tch nhn t.Ban u, chng ta c 24 bin quan st, thng qua h s Cronbach Alpha, thang o cn li 19 bin. Phn tch nhn t khm ph EFA l k thut c s dng nhm thu nh v tm tt cc d liu. Phng php ny rt c ch cho vic xc nh cc tp hp bin cn thit cho vn nghin cu v c s dng tm mi quan h gia cc bin vi nhau. Trong phn tch nhn t khm ph, tr s KMO (Kaiser-Meyer Olkin) l ch s dng xem xt s thch hp ca phn tch nhn t. Tr s KMO phi c gi tr trong khong t 0.5 n 1 th phn tch ny mi thch hp, cn nu nh tr s ny nh hn 0.5 th phn tch nhn t c kh nng khng thch hp vi cc d liu. Ngoi ra, phn tch nhn t cn da vo h s Eigenvalue xc nh s lng nhn t. Ch nhng nhn t c eigenvalue ln hn 1 th mi c gi li trong m hnh. i lng Eigenvalue i din cho lng bin thin c gii thch bi nhn t. Nhng nhn t c Eigenvalue nh hn 1 s khng c tc dng tm tt thng tin tt hn mt bin gc. Mt phn quan trng trong bng kt qu phn tch nhn t l ma trn nhn t (component matrix) hay ma trn nhn t khi cc nhn t c xoay (rotated component matrix). Ma trn nhn t cha cc h s biu din cc bin chun ha bng cc nhn t (mi bin l mt a thc ca cc nhn t). Nhng h s ti nhn t (factor loading) biu din tng quan gia cc bin v cc nhn t. H s ny cho bit nhn t v bin c lin quan cht ch vi nhau. Nghin cu s dng phng php trch nhn t Principal Components nn cc h s ti nhn t phi c trng s ln hn 0.5 th mi t yu cu. + Kt qu phn tch thang o mc chp nhn cng ngh Ebanking ca khch hng - Ma trn tng quan (ph lc 3): p ng c phn tch nhn t th cc bin phi c lin h vi nhau. Nu h s tng quan nh th c th dn n phn tch nhn t khng thch hp. Ngoi ra, chng ta cn s dng Bartletts Test of Sphericity kim nh gi thuyt Ho: khng c mi tng quan vi nhau trong tng th
Nhm 3_K41-TCNH Page 41

Bo Co Thc Tp Gio Trnh 2010

Bng 1.9: H s KMO v kim nh Bartletts ca cc nhn t nh hng


KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. 0.730 Bartlett's Test of Sphericity Approx. df Sig. ChiSquare 912.581 136 0.000

Ta nhn thy Sig: 0.00 rt nh < mc ngha: 1% => bc b Ho hay gia cc bin c mi lin h vi nhau. ng thi h s KMO = 0.730 chng t m hnh phn tch nhn t l ph hp. - S lng nhn t: Theo tiu chun Eigenvalue th c 5 nhn t c rt ra. V 5 nhn t ny gii thch c 66.310% (> 50%) s bin thin ca d liu. Bng Communalities cho bit cc thng tin c lin quan sau khi s lng nhn t c rt ra. N cho bit cc Communality ca cc bin tc l phn bin thin c gii thch bi cc nhn t chung. Vic gii thch kt qu c tng cng bng cch xoay cc nhn t. - Xoay cc nhn t: Thng c s dng theo phng php xoay Varimax Procedure. Xoay nguyn gc cc nhn t ti thiu ha s lng bin c h s ln ti cng 1 nhn t, v vy s tng cng kh nng gii thch cc nhn t. Cc bin ny c h s (factor loading) ln cng 1 nhn t. Nh vy nhn t ny c th c gii thch bng cc bin c h s ln hn i vi bn thn n. Tm li sau khi phn tch nh gi, m hnh nh gi cc nhn t nh hng quyt nh la chn s dng Ebanking c 5 nhn t. C th Nhn t 1: ????? + c2.1 khng ai hng dn s dng + c3.2 d dng ng nhp/thot khi h thng + c2.2 thy ngi khc dng trc + c2.4 h tr trc tuyn + c3.1 d tm a im giao dch Nhn t 2: ri ro cm nhn (RR)
Nhm 3_K41-TCNH Page 42

Bo Co Thc Tp Gio Trnh 2010

+ c1.2 lo b mt cp tin + c1.3 lo ngi khc gi mo thng tin + c1.1 lo ngi khc bit thng tin Nhn t 3: thi mong mun (TMM) + c6.4 yn tm khi s dng + c5.2 kim sot ti chnh c hiu qu + c6.2 thoi mi khi s dng +c5.1 thc hin giao dch d dng Nhn t 4: s d s dng cm nhn (DSD) + c4.3 nhanh chng s dng thnh tho + c4.4 thao tc n gin + c4.2 d dng thc hin yu cu ca ngi s dng Nhn t 5: ch li cm nhn (IL) + c5.4 nng cao hiu qu cng vic + c5.3 tit kim thi gian + Kt qu nh gi thang o d nh (DD) s dng ca khch hng Tng t ta cng c h s KMO =0.5 v kim nh Bartlett's Test of Sphericity c Sig < 1%. Do vy phn tch nhn t vi bin ny l thch hp.
Bng 2.0: H s KMO v kim nh Bartletts ca nhn t d nh
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. ChiSquare df Sig. 0.500 33.782 1 0.00

Bng 2.1: Kt qu rt trch ca nhn t d nh


Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % 1 1.452 72.622 72.622 1.452 72.622 72.622 2 0.548 27.378 100 Extraction Method: Principal Component Analysis.

Kt qu bng 2.1 cho thy 1 nhn t rt trch. Tng phng sai rt trch l 72.622% >50%, vi h s Eigenvalue >1, do gi tr phng sai t chun. C ngha l nhn
Nhm 3_K41-TCNH Page 43

Bo Co Thc Tp Gio Trnh 2010

t ny gii thch c 72.622% s bin thin ca nhn t d nh s dng Ebanking ca khch hng l cn b cng nhn vin. 2.2.3.3. Kim nh m hnh bng phn tch hi quy bi ng hi quy tuyn tnh: d nh s dng Ebanking ca CB-CNV = f (gii tnh; tui; thu nhp; nhn t 1; RR; TMM; SD; IL) Xy dng ma trn tng quan v kim nh cc nhn t trong m hnh hi quy (Ph lc 4): Nhn chung, cc bin c lp khng c mi quan h vi nhau, ngoi tr bin tui v mc thu nhp hng thng c s tng quan l 0.643. S tng ny rt d dn ti hin tng a cng tuyn trong m hnh, do vy trong qu trnh phn tch cn xem xt cn thn. i vi bin ph thuc th c s tng quan tng i cht ch vi nhn t thi mong mun, s d s dng cm nhn, ch li cm nhn . Cc bin cn li c mi tng quan t hn nn rt c th s b loi khi m hnh, tuy nhin cn xem xt them mi c th a ra kt lun chnh xc. Phn tch hi quy
Bng 2.2: Cc h s ca m hnh hi quy bi
Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate Change Statistics R Square Chan ge F Change df1 df2 Sig. F Change 1 .586a 0.343 0.306 0.8331166 0.343 9.209 8 141 0.000 2.141

Durbin-Watson

T bng 2.2, tin hnh kim nh gi thit Ho: m hnh hi quy tuyn tnh bi khng ph hp. Kt qu tnh thng k F c tnh t gi tr R2 c mc ngha bng 0 (Sig=0.000<0.05). iu ny c s bc b gi thit Ho, c ngha l m hnh hi
Nhm 3_K41-TCNH Page 44

Bo Co Thc Tp Gio Trnh 2010

quy tuyn tnh l ph hp vi d liu thu thp c. H s R2 hiu chnh (Adjusted Square) l h s dng nh gi ph hp mt cch an ton hn so vi R 2, v h s R2 trong trng hp c nhiu bin c lp d to ra hin tng thi phng mc ph hp ca m hnh. H s R2 hiu chnh tnh c l 0.306 tng ng 30.6%. Tc l, cc bin c lp trong m hnh hi quy tuyn tnh bi gii thch c 30.6% d nh ca khch hng khi s dng dch v NHT. Gi tr Durbin Watson l 2.141. Gi tr d tra bng Durbin-Watson vi 8 bin c lp v 150 quan st l DL= 1.622 v DU= 1.847. Gi tr d tnh ri min DU- 4-DU hay chp nhn gi thit khng c t tng quan bc chui bc nht. M hnh c cc phn d khng c mi tng quan vi nhau.
Bng 2.3: Cc h s Beta ca m hnh hi quy bi
11 Model 1 B (Constant) -0.045 GT -0.057 T 0.293 TN -0.152 Nhn t 1 0.085 RR -0.144 TMM 0.317 DSD 0.235 IL 0.368 a. Dependent Variable: DD Unstandardized Coefficients Std. Error 0.323 0.149 0.117 0.092 0.069 0.071 0.071 0.07 0.069 Standardized Coeffi cients t Beta -0.029 0.232 -0.153 0.085 -0.144 0.317 0.235 0.368 -0.14 -0.383 2.492 -1.657 1.227 -2.033 4.481 3.351 5.298 0.889 0.703 0.014 0.100 0.222 0.044 0.000 0.001 0.000 Collinearity Statistics Sig. Toleranc e 0.836 0.539 0.545 0.979 0.927 0.931 0.95 0.968 VIF 1.196 1.854 1.835 1.022 1.078 1.074 1.052 1.033

T bng trn, vi mc ngha 5%, ta c m hnh hi quy theo h s Beta chun l DD= -0.45 0.57GT + 0.293T 0.152TN + 0.85 NT1 0.144RR + 0.317TMM +0.235DSD + 0.368IL Trong 8 thnh phn th c 5 thnh phn nh hng nhiu n quyt nh s dng dch v Ebanking ca cn b cng nhn vin, c th l tui, thu nhp hng thng, RR, TMM, DSD, IL. Ba thnh phn cn li c mc ngha quan st Sig > mc ngha 5%, do vy ba thnh phn bao gm h s Constan, gii tnh v nhn t 1, xt v mt thng k th cc thnh
Nhm 3_K41-TCNH Page 45

Bo Co Thc Tp Gio Trnh 2010

phn ny khng nh hng ng k ti quyt nh s dng dch Ebanking ca khch hng. Do vy, m hnh c vit li theo Beta chun ha DD= 0.232T - 0.153TN - 0.144RR + 0.317TMM + 0.235DSD + 0.368IL i vi cc thnh phn ny th cc thnh phn no c h s Beta chun ha ln hn th thnh phn c t l gii thch i vi bin ph thuc cng ln hn. Vi m hnh ny th nhn t IL c h s Beta chun ha ln nht nn c s tc ng mnh nht n quyt nh s dng Ebanking ca CB-CNV khi h ang/c d nh s dng dch v. S tc ng vi yu t d nh gim dn t nhn t TMM, DSD, GT, TN v nh nht l nhn t RR Ngoi kt qu hi quy bi, da vo bng 2.3 ta c them mt kt lun v hin tng a cng tuyn.Ta thy h s Tolerance ( chp nhn ca bin) rt ln. ng thi h s VIF (h s phng i phng sai) ca cc bin c tnh ra cng rt nh, ch giao ng trong khong t 1.022 n gn 1.854. Theo l thuyt th khi Tolerance rt nh v VIF vt qu 10 l du hiu qu a cng tuyn. Nh vy, da vo kt qu ny ta c th khng nh, hin tng a cng tuyn khng xy ra trong m hnh ny.
Biu 1.1: Biu phn d chun ha

Trong phn tch hi quy bi, ta lun c gi nh cc phn d c phn phi chun. Da vo biu 2.1 ta c th ni phn phi ca phn d xp x chun, gi tr Mean qu nh, lch chun bng 0.973 xp x bng 1. Gi thit phn phi chun ca phn d khng b vi phm, m hnh c s dng phn tch m m hnh tt.
Bng 2.4: Kim nh phn phi chun ca phn d
Nhm 3_K41-TCNH Page 46

Bo Co Thc Tp Gio Trnh 2010 One Sample Kolmogorov- Smirnov Test Standardized Residual N Normal Parametersa Most Extreme Differences 150 0.00000000 0.972784007 0.043 0.042 -0.043 0.525 0.946

Mean Std. Deviation Absolute Positive Negative

Kolmogorov-Smirnov Z Asymp. Sig. (2-tailed) a. Test distribution is Normal.

ng thi ta tin hnh kim nh Kolmogorov- Simirnov th gi tr Sig thu c l 0.946 > mc ngha 10%, c c th ni: v mt thng k, mu iu tra c phn d tun theo phn phi chun. 2.2.4. Nhn xt: Sau khi tin hnh phn tch d liu, nh gi c cc nhn t nh hng n quyt nh la chn s dng ngn hng in t ca CB-CNV trn a bn thnh ph, c th thy rng, thu ht khch hng mi v gi chn khch hng hin ti, cn c s kt hp ca rt nhiu yu t. Kt qu ny cng tng t vi kt lun c nghin cu Vit Nam. Ri ro cm nhn cng tng th quyt nh la chn ca ngi s dng cng gim. Trn quan im hnh vi s dng cng ngh ca c nhn, h thng ngn hng in t s thnh cng hn nu ci thin c cm nhn ca khch hng v s d s dng, ch li, thi v mong mun i vi dch v NHT. kch thch cc yu t ny, cn tp trung tng cng s thun tin m e-banking em li cho khch hng, c bin php gia tng s t ch v cng ngh ca c nhn v gim thiu ri ro cm nhn t pha khch hng. Nghin cu xut mt s kin ngh nh sau: Tng cng s thun tin: Cc ngn hng cn lin kt c s tng thch v cng ngh gia tng yu t thun tin cho khch hng; chuyn giao cng ngh s gip bt kp vi h thng Ebanking c nc; xy dng h thng d phng; nng cao hiu sut khai thc cng ngh; gim thi gian ch Tng cng s t ch: Ebanking s trin khai tt hn nu c cc bin php qun l tin mt hp l. Ngn hng c th kt hp vi cc t chc qung b khng dng tin mt
Nhm 3_K41-TCNH Page 47

Bo Co Thc Tp Gio Trnh 2010

to mt tc ng x hi. Bn cnh vic t vn trc s dng, hng dn min ph, h tr s c kp thi s l nn tng khin ngi s dng t tin hn vo kh nng s dng cng ngh hin i ca mnh, s d s dng cm nhn nh c gia tng. ng thi cn c s h tr t pha cc t chc nhm khuyn khch ngi dn hc tin hc, ngoi ng.... p dng m hnh o to cng ng; t chc din n, hi tho, bo ch Gim ri ro cm nhn: gim tc ng tiu cc t thnh phn ny, cc c quan cn h tr trong cng tc hon thin hnh lang php l, xy dng trung tm qun l d liu trung ng. Cc NHTM cng cn c cc bin php bo mt, d phng, phng nga ri ro, tng cng hp tc nhm kin ton c s h tng, kim sot c qu trnh hi nhp Tng cng s d s dng cm nhn: Thnh phn ny ph thuc vo bn thn h thng cng ngh nhiu hn. Cc ngn hng cn lp giao din ting Vit, b phn chuyn t vn h tr c bit vi cc dch v ngn hng qua in thoi, vic to c mt giao din r rng, thn thin vi ngi s dng cng gi vai tr quan trng. Tng cng ch li cm nhn: Nhn thc v ch li ca Ebanking s c ci thin khi cc ngn hng y mnh hot ng marketing cho Ebanking; o to nhn vin tip th chuyn nghip; nghin cu pht trin trung tm khch hng Contact Center 24/7 Tng cng thi tch cc v mong mun: Xy dng chun mc trong giao tip vi khch hng; thnh lp b phn quan h khch hng, ch trng qun tr quan h vi khch hng in t; cn c i ng nhn vin chuyn nghip, cn b chuyn trch Ebanking vi tinh thn t hc cao. Tng cng d nh s dng Ebanking: To nhu cu thanh ton in t; tin hc ha cc t chc; nng cao tc ng truyn internet, gim thiu cc cc ph

Nhm 3_K41-TCNH

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Bo Co Thc Tp Gio Trnh 2010

CHNG III: MT S GII PHP NNG CAO NHU CU S DNG EBANKING TI THNH PH HU
1.1. i vi bn thn cc ngn hng thng mi Ngn hng in t l mt bc pht trin khng mi nhng tt yu cho tt c cc ngn hng thng mi trong xu th hi nhp ton cu. Do vy, i tt, n u v ng dng hiu qu dch v ngn hng in t, bn thn cc ngn hng phi thc hin ng b cc gii php sau: - Hin i ho cng ngh ngn hng, nghin cu, ng dng v trin khai cng ngh, dch v mi, nghin cu, rt kinh nghim v pht trin c chn lc nhng dch v mi ph hp vi kh nng ca ngn hng, ca i tng khch hng tim nng. Mc d hin ti, lng khch hng bit v s dng dch v NHT cha nhiu, nhng trong thi gian ti nhu cu s dng cc dch v ngn hng hin i s cng gia tng. Trc ht, ngn hng cn hon thin cc dch v NHT hin c ca mnh gi chn nhng khch hng hin ti v thu ht thm nhng khch hng tim nng. i vi dch v th, cc ngn hng cn pht trin thm mt s tnh nng nh gi tin trc tip vo my, m rng dch v tr lng qua th cho cc doanh nghip trn a bn,.. Hin ti dch v Home Banking ca ngn hng mi ch gii hn nhng khch hng doanh nghip v khch hng VIP. Do vy, trong thi gian ti ngn hng cn m rng dch v ny i vi cc i tng khch hng khc. M u s cho dch v Phone Banking trn a bn Tha Thin Hu, nhm to s thun tin cho khch hng. - Nghin cu pht trin v nng cao cht lng dch v ngn hng in t, cung cp cc dch v cp cao cp hn v mang li nhiu li nhun hn nh dch v qun l qu u t, dch v a c, cho thu ti chnh, in t ho cc th tc, chng t ng k, tin ti xy dng nhng chi nhnh ngn hng in t hot ng hon ton trn mi trng mng (E-branch) . - c bit ch trng ti vn bo mt v an ninh mng do tc hi ca hacker, virus my tnh khng ch n thun l thit hi vt cht m cn l uy tn, cht lng ca

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ngn hng. Lun cp nhn cng ngh bo mt, s dng tng la, chng trnh chng virus, h thng backup d liu lun hot ng an ton v thng sut. - y mnh cng tc Marketing: Bt c doanh nghip no, d sn xut hay kinh doanh dch v g i na th cng tc Marketing lun ng mt vai tr quan trng. Do vy, i vi lnh vc ngn hng cng vy, c bit trong hot ng kinh doanh dch v th cng tc ny li cng th hin r vai tr ca n. Qu trnh kho st cho thy, t l khch hng cha bit n dch v ny cn kh nhiu, cn nhng khch hng bit n dch v ny th ch dng li nhng tin ch c bn nht nh kim tra s d v xem mt s thng tin v ngn hng. Do vy, trong thi gian ti cc ngn hn, chi nhnh cn c nhng bin php c th cung cp nhng kin thc c bn cho khch hng v dch v ny v nhng tin ch h tr km theo.C th: Tin hnh pht t ri, th ng n tn tay khch hng. mi ngn hng, chi nhnh lun c k ng nhng t gii thiu cc dch v ca ngn hng, tuy nhin s lng khch hng ch ng n tham kho, tm hiu rt t. Do vy, ngn hng cn ch ng tip th nhng sn phm ny ca mnh n tn tay khch hng. Mt khc, phng php ny cn gip ngn hng tip cn nhng khch hng cha c quan h giao dch vi mnh hoc khch hng ca i th cnh tranh. Nhng tin ch ngn hng in t m chi nhnh trin khai a dng hn cc ngn hng khc, nn phng php ny s khin khch hng c s so snh v la chn giao dch vi ngn hng c tin ch vt tri hn. Dch v Internet Banking ca ngn hng c trin khai vi rt nhiu tin ch nhng khch hng vn cha hiu ht dch v ny v lo ngi v vn bo mt. Do vy, ngn hng cn gii thch cho khch hng v cc phng thc xc thc khi s dng Internet Banking mt cch r rng v d hiu nht, nhm to s an tm cho khch hng khi h c nhu cu s dng dch v M rng mng li my ATM khch hng thun tin hn trong vic s dng th. i i vi vic m rng mng li my ATM, cc ngn hng cn c bin php gia tng lng th c m. Ngn hng cn ch ng t vn vi cc doanh nghip tham gia dch v tr lng qua th. Ngoi ra, chi nhnh c th tip cn vi cc trng i hc trn a bn nhm gii thiu sn phm th cho sinh vin.
Nhm 3_K41-TCNH Page 50

Bo Co Thc Tp Gio Trnh 2010

Ln k hoch t chc chng trnh khuyn mi ring dnh cho dch v ngn hng in t. Ngn hng c th s dng phng thc d thng vi th l l bt k khch hng no thc hin chuyn khon, chuyn tin qua mng hay in thoi di ng th m xc thc giao dch s l m s d thng ca khch hng. Khch hng c s lng giao dch cng nhiu th cng c c hi trng thng. iu ny s kch cu cho dch v ngn hng in t. Tin ti vic m mt web ring ca mnh gii thiu v cc sn phm, dch v ngn hng in t m cc ngn hng, chi nhnh Hu ang trin khai. y l mt cng thng tin gip cho khch hng trn a bn c th tip cn v hiu r hn v hot ng ca cc ngn hng, chi nhnh m mnh ang s dng, to iu kin thun li cho khch hng trong qu trnh giao dch - Cui cng nhng khng km phn quan trng l phi xy dng v o to i ng cn b cng nhn vin c v nghip v ngn hng v cng ngh thng tin. Bo m cho ngun nhn lc ca h thng ngn hng lun c cp nht cng ngh mi, tin b khoa hc k thut mi nhanh chng cp nht, ng dng, pht huy tin b cng ngh ngn hng, to nng lc cnh tranh cao cho ngn hng. Dch v ngn hng in t c mt lch s pht trin tng i lu di trn th gii, tuy nhin ti Vit Nam mi ch l nhng bc i chp chng ban u mang tnh cht thm d, th nghim ca mt vi ngn hng. Trong tng lai khng xa, dch v ngn hng in t s l v kh cnh tranh tt nht ca cc ngn hng thng mi do nhng u th vt tri ca n so vi nhng dch v truyn thng. pht trin dch v ngn hng in t ti Vit Nam, khng ch t s n lc ca bn thn cc ngn hng m cn phi c s ng h v u t ca chnh ph, cc t chc kinh t v quan trng nht l ca khch hng. Hin i ho dch v ngn hng, i trc v ng dng nhng cng ngh mi, cung ng nhng dch v mi m tiu biu l dch v ngn hng in t chnh l cha kho thnh cng cho cc ngn hng thng mi Vit Nam. 1.2. Mt s gii php kin ngh i vi chnh ph v cc c quan qun l dch v ngn hng in t thc s i vo i sng v pht huy c ton din nhng u th cng nh nhng li ch ca n i hi phi c s u t, s quan tm ng ng

Nhm 3_K41-TCNH

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Bo Co Thc Tp Gio Trnh 2010

ca cc nh qun l, khch hng v bn thn cc ngn hng. Nhng nhn chung cn pht trin ng b cc gii php sau: - y mnh pht trin TMT, khuyn khch, i ng cc i tng l cc nh u t, cc doanh nghip, cc t chc ti chnh u t kinh doanh bun bn trn mng, t to nhu cu kinh doanh, thanh ton, giao dch to ra lng khch hng tim nng cho dch v NHT sau ny. - Xy dng v hon thin h thng vn bn php lut, cc lut v ngh nh nhm qun l tin trnh kinh doanh trn mng, l cn c gii quyt tranh chp. Xy dng chun chung v c s php l cho vn bn in t, ch k in t v chng nhn in t. - to iu kin cho cc chng t in t i vo cuc sng, cn xy dng h thng cc t chc, c quan qun l, cung cp, cng chng ch k in t v chng nhn in t. Xy dng mt trung tm qun l d liu trung ng gip cho vic xc nhn, chng thc chng t in t c nhanh chng v chnh xc. . - Pht trin h tng c s cng ngh thng tin m Internet, thc hin tin hc ho cc t chc kinh doanh dch v, cc ngn hng v t chc tn dng, nng cao tc ng truyn Internet, gim thiu cc ph to iu kin cho ton dn c th s dng cc dch v trc tuyn cho sinh hot hng ngy cng nh cng vic kinh doanh.

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Bo Co Thc Tp Gio Trnh 2010

PHN 3: KT LUN, HN CH V HNG NGHIN CU TRONG TNG LAI


1. Kt lun ti t c mt s kt qu sau: - Khi qut c nhng vn c s l lun v TMT, dch v NHT - Khi qut c cc hnh thi pht trin ca cc NHTM cng nh cc sn phm Ebanking thng dng. - X l s liu thu thp c khch hng bng phn mm x l s liu ph bin nht-SPSS - Cc c s phn tch v phng php phn tch u trn c s tha k cc nghin cu t trc v c cng nhn v a ra mt s gii php da trn iu kin thc t 2. Hn ch Tuy nhin trong qu trnh nghin cu, ti vn cn mt s hn ch: - Mt s khch hng pht biu kin da vo cm tnh ch cha thc s a ra ng cm nhn ca mnh v dch v ang s dng. - Bng hi cn mt s vn gy kh khn cho ngi c phng vn. - Nhn nh a ra mang tnh cht ch quan nn c th cha t tnh chnh xc cao. - Hn ch v thi gian v kin thc. - S mu iu tra ang cn qu nh, cha phn nh c ht quy m ca th trng. - Nghin cu vi cng c phn tch ph bin. 3. Hng pht trin ti trong tng lai Hng nhm pht trin ti sau ny: - Th nht, m rng quy m iu tra khch hng,khng ch l thnh phn CB-CNV l ton th nhng khch hng s dng dch v, tin hnh thu thp kin ca tt c cc ngn hng c mt trn a bn Tha Thin Hu. - Th hai, i su nghin cu mt loi hnh dch v NHT. - Th ba xem xt mc chp nhn cng ngh Ebanking v mc TTT bng cc cng c phn tch cao hn.
Nhm 3_K41-TCNH Page 53

DANH MC TI LIU THAM KHO 1. 2.

Cc lun vn, bo co khoa hc Lu Thanh Tho, lun vn thc s: pht trin dch v ngn hng in t ti ngn hng Chu, 2008 L Th Kim Tuyt, bo co khoa hc: m hnh cc nhn t nh hng n nh s dng dch v internet banking nghin cu ti th trng Vit Nam, 2008. Trng Th Vn Anh, bo co khoa hc: ng dng m hnh chp nhn cng ngh trong nghin cu Ebanking Vit Nam, 2008. Nguyn Minh Kiu, Nghip v ngn hng hin i Nh xut bn thng k H Ni, 2007. Nguyn Minh Kiu, Nghip v ngn hng thng mi-Nh xut bn thng k H Ni,2009. Nguyn Minh Hin, Gio trnh Marketing ngn hng - Nh xut bn thng k H Ni,2006. Hong Trng Chu Nguyn Mng Ngc, Phn tch d liu nghin cu vi SPSS Nh xut bn Hng c, 2008. Bo co thng nin ca Ngn hng VCB, ACB, EAB Lut giao dch in t, s 51/2005/QH 11, c Quc Hi kha XI thng qua ngy 29/11/2005 ti k hp th 8, c hiu lc t ngy 01/03/2006. PGS. TS. Trn Hong Ngn & Ng Minh Hi, s pht trin NHT ti Vit Nam, 2006. Mt s tp ch kinh t, ngn hng, tin hc. S dng cc Website: www.taichinhdientu.vn. www.vcb.com.vn www.acb.com.vn www.eab.com.vn www.saga.com www.tailieuhay.vn www.ebank.vnexpress.net

3.

4.

5.
6. 7.

8. 9. 10.
-

PH LC 1
PHIU KHO ST KIN CB-CNV V DCH V EBANKING CA CC NGN HNG THNG MI TRN A BN THNH PH HU. Knh cho Anh/ch Chng ti l sinh vin ca trng i hc Kinh t Hu, ang tin hnh nghin cu v cc nhn t quyt nh la chn s dng dch v ngn hng in t ca cc ngn hng thng mi trn a bn thnh ph Hu. Rt mong Anh/Ch dnh t thi gian tr li cc thng tin trn bng hi. Anh/Ch tr li bng cch nh du nhn () vo chn. Nhng thng tin m Anh/Ch cung cp, chng ti xin cam oan l ch s dng cho mc ch nghin cu. Rt mong nhn c s hp tc ca cc Anh/Ch. I. Thng tin chung v i tng phng vn 1. Gii tnh A. Nam 2. tui A. < 30 B. 30-50 3. Thu nhp hng thng A. <1.5tr B. 1.5-3tr II. Ni dung phng vn B. N C. > 50 C. 3-5tr D. >5tr

A/ Anh(ch) ang/c d nh s dng dch v E-banking no? Phone-banking Internet-banking Mobile-banking Home-banking Cha s dng

B/ Anh (ch) s dng dch v E-banking lm g?

Kim tra s d Cp nht thng tin v li sut, t gi hi oi, gi chng khon Chuyn khon Thanh ton ha n (in, nc, in thoi, internet..)

Thanh ton/nhn lng Khc: C/ nh gi nh hng ca cc nhn t n nhu cu s dng dch v E-banking:

Rt Khng ng thng Rt ng Bnh ng STT Yu t khng ng Khi s dng dch v E-banking, Anh(ch) lo ngi iu g? Lo ngi khc bit thng tin Lo b mt cp tin Lo ngi khc gi mo thng tin Khng an tm v cng ngh ca ngn hng in t Anh(ch) c th s dng dch v E-banking khi Khng ai hng dn s dng Thy ngi khc dng trc Gp vn th c ngi hng dn c h tr trc tuyn Yu t no khin Anh(ch) cm thy thun tin khi s dng dch v E-banking D dng tm a im giao dch D dng ng nhp hoc thot khi h thng Khng mt nhiu thi gian s dng Anh(ch) thch s dng dch v E-banking khi D hc cch s dng D dng thc hin yu cu ca ngi s dng Nhanh chng s dng thnh tho

Thao tc giao dch n gin Nhng li ch Anh(ch) mong mun khi s dng dch v E-banking Thc hin giao dch d dng Kim sot ti chnh hiu qu Tit kim thi gian Nng cao hiu qu cng vic Anh(ch) cm thy th no khi s dng dch v E-banking T ho khi s dng ngn hng in t Thoi mi khi s dng ngn hng in t Yn tm khi s dng ngn hng in t Trong tng li, Anh(ch) c d nh s dng dch v E-banking khng? Chc chn s dng ngn hng in t khi c nh S s dng ngn hng in t nhiu hn trong tng lai

Xin chn thnh cm n!

PH LC 2
PHIU KHO ST KIN CHUYN VIN NGN HNG V DCH V EBANKING CA CC NGN HNG THNG MI TRN A BN THNH PH HU. Knh cho Anh/ch Chng ti l sinh vin ca trng i hc Kinh t Hu, ang tin hnh nghin cu v cc nhn t quyt nh la chn s dng dch v ngn hng in t ca cc ngn hng thng mi trn a bn thnh ph Hu. Rt mong Anh/Ch dnh t thi gian tr li cc thng tin trn bng hi. Anh/Ch tr li bng cch nh du nhn () vo chn. Nhng thng tin m Anh/Ch cung cp, chng ti xin cam oan l ch s dng cho mc ch nghin cu. Rt mong nhn c s hp tc ca cc Anh/Ch. I. Thng tin chung v i tng phng vn 2. A. 4. B. 5. B. Gii tnh Nam tui < 30 B. 30-50 Thu nhp hng thng <1.5tr B. 1.5-3tr B. N C. > 50 C. 3-5tr D. >5tr

II. Ni dung phng vn A/ Anh(ch) ang/c d nh s dng dch v E-banking no? Phonebanking Internetbanking Mobilebanking Homebanking Cha s dng

B/ Anh (ch) s dng dch v E- banking lm g?

Kim tra s d Cp nht thng tin v li sut, t gi hi oi, gi chng khon Chuyn khon Thanh ton ha n (in, nc, in thoi, internet..)

Thanh ton/nhn lng Khc: C/ nh gi nh hng ca cc nhn t n nhu cu s dng dch v E-banking:

STT

Yu t

Rt Khng ng thng Rt ng Bnh ng

kin

khng ng

ch uy n gia

Ri ro cm nhn Khng an tm v s an ton ca ngn hng in t Lo ngi khc bit thng tin Lo b mt cp tin Lo ngi khc gi mo thng tin Khng an tm v cng ngh ca ngn hng in t S t ch Cha tng s dng h thng nh vy Nu c ngi hng dn trc tuyn Thy ngi khc dng trc Gp vn th c ngi hng dn thi gian hon thnh giao dch in t c h tr trc tuyn S thun tin D dng tm a im giao dch D dng ng nhp hoc thot khi h thng Khng mt nhiu thi gian s dng Nhn chung ngn hng in t mang li s thun tin S d s dng cm nhn

D hc cch s dng D dng thc hin yu cu ca ngi s dng Ngn hng in t nhn chung d s dng Nhanh chng s dng thnh tho Thao tc giao dch n gin ch li cm nhn Thc hin giao dch d dng Kim sot ti chnh hiu qu Tit kim thi gian Nng cao hiu qu cng vic Ngn hng in t nhn chung mang li li ch Thi T ho khi s dng ngn hng in t: Thch s dng ngn hng in t: Thoi mi khi s dng ngn hng in t: Yn tm khi s dng ngn hng in t: D nh Chc chn s dng ngn hng in t khi c nh s dng S s dng ngn hng in t nhiu hn trong tng lai kin ca chuyn vin:...............................................................................................................................

Ngn hng cng tc K tn

Hu, ngy thng 10 nm 2010

Xin chn thnh cm n!

PH LC 3: KT QU PHN TCH NHN T CA THANG O


+ i vi thang o mc chp nhn cng ngh Ebanking
Total Variance Explained Extraction Sums of Squared Loadings

Component Total 1 4.03 2 2.608 3 2.413 4 1.157 5 1.064 6 0.8 7 0.727 8 0.682 9 0.615 10 0.512 11 0.472 12 0.447 13 0.387 14 0.336 15 0.279 16 0.246 17 0.226

Initial Eigenvalues Rotation Sums of Squared Loadings % of V a r % of % of i V V a ar ar n ia ia c Cumulative nc Cumulative nc Cumulative e %Total e % Total e % 23.707 23.707 4.03 23.707 23.707 2.683 15.785 15.785 15.341 39.048 2.608 15.341 39.048 2.401 14.125 29.91 14.196 53.244 2.413 14.196 53.244 2.284 13.438 43.348 6.805 60.049 1.157 6.805 60.049 2.065 12.149 55.497 6.262 66.31 1.064 6.262 66.31 1.838 10.813 66.31 4.706 71.017 4.275 75.292 4.01 79.302 3.616 82.918 3.009 85.927 2.774 88.702 2.627 91.329 2.278 93.607 1.975 95.582 1.641 97.223 1.447 98.67 1.33 100 Extraction Method: Principal Component Analysis.

Rotated Component Matrixa Component 1 2 3 khong ai huong dan su dung 0.764 de dang nhap hay thoat khoi he thong 0.729 thay nguoi khac dung truoc 0.717

ho tro truc tuyen 0.688 de tim dia diem giao dich 0.674 lo bi mat cap tien 0.871 lo nguoi khac gia mao thong tin 0.834 lo nguoi khac biet thong tin 0.825 yen tam khi su dung kiem soat tai chinh hieu qua thoai mai khi su dung thuc hien giao dich de dang nhanh chong su dung thanh thao thao tac don gian de dang thuc hien yeu cau cua nguoi su dung nang cao hieu qua cong viec tiet kiem thoi gian Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 7 iterations.

0.706 0.677 0.667 0.656 0.824 0.735 0.651 0.812 0.772

Component Score Coefficient Matrix Component 1 2 3 Lo nguoi khac biet thong tin -0.015 0.36 0.047 Lo bi mat cap tien -0.02 0.388 0.106 Lo nguoi khac gia mao thong tin 0.045 0.356 0.032 Khong ai huong dan su dung 0.292 -0.029 0.027 Thay nguoi khac dung truoc 0.268 -0.013 0.111 Ho tro truc tuyen 0.276 -0.054 -0.209 De tim dia diem giao dich 0.258 0.056 -0.117 De dang nhap hay thoat khoi he thong 0.27 0.06 0.008 De dang thuc hien yeu cau cua nguoi su dung -0.037 0.088 0.181 Nhanh chong su dung thanh thao 0.024 -0.067 -0.172 Thao tac don gian -0.017 -0.086 -0.146 Thuc hien giao dich de dang -0.071 0.086 0.329 Kiem soat tai chinh hieu qua -0.074 0.075 0.313 Tiet kiem thoi gian -0.042 -0.039 -0.05 Nang cao hieu qua cong viec -0.002 -0.013 -0.015 Thoai mai khi su dung 0.032 -0.006 0.352 Yen tam khi su dung 0.018 -0.058 0.351

4 -0.063 0.005 -0.049 -0.071 -0.043 -0.089 0.201 0.061 0.366 0.474 0.409 0.02 -0.08 -0.046 -0.122 -0.153 -0.088

5 -0.049 -0.056 -0.002 -0.07 -0.182 0.277 -0.002 -0.044 -0.323 -0.003 0.038 -0.048 0.133 0.473 0.504 -0.029 -0.068

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. Component Scores.

+ i vi nhn t ph thuc (d nh)


Total Variance Explained Initial Eigenvalues % of Component Var ianc Cumulative Total e % 1 1.452 72.622 72.622 2 0.548 27.378 100 Extraction Method: Principal Component Analysis. Extraction Sums of Squared Loadings % of Vari anc Cumulative Total e % 1.452 72.622 72.622

Component Matrixa Component 1 Se su dung nhieu 0.852 Chac chan co su dung khi co y dinh 0.852 Extraction Method: Principal Component Analysis. a. 1 components extracted.

Component Score Coefficient Matrix Component Chac chan co su dung khi co y dinh Se su dung nhieu Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. Component Scores. 1 0.587 0.587

PH LC 4: PHN TCH HM HI QUY


Correlations. GT GT T TN Pearson Correlation -.166* -.173* Sig. (2-tailed) N Pearson Correlation -.166* .643** Sig. (2-tailed) N Pearson Correlation -.173* .643** Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation -0.104 Sig. (2-tailed) N Pearson Correlation .219** -0.057 Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N NT1 RR TMM .219** DSD IL D

TN

-0.104

-0.057

NT1

RR

-0.116

TMM

.329**

DSD

.235**

IL

.352**

-0.116

.329**

.235**

.352**

*. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed).

ANOVAb Model Sum of Squares Regression 51.134 Residual Total 97.866 Mean Square 6.392 0.694 9.209 Sig. .000a

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