report ebanking final

8/3/2019 Report Ebanking Final

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Bo Co Thc Tp Gio Trnh 2010

MC LC

DANH MC CC T VIT TT .........................................................................................DANH MC CC S , BIU V BNG BIU .....................................................PHN I: T VN ....................................................................................................... 5

S cn thit ca nghin cu ........................................................................................ 53. i tng nghin cu ............................................................................................. 61. Tng quan v ngn hng in t ............................................................................. 8

1.1. Thng mi in t ........................................................................................... 81.2. Dch v ngn hng in t ............................................................................... 91.6. Vai tr v tnh u vit ca dch v ngn hng in t .................................... 151.6.1. Vai tr ca ngn hng in t trong xu th hi nhp ................................... 151.6.2. Tnh u vit ca dch v ngn hng in t ................................................. 161.6.2.1. An ton, nhanh chng, tin li v tit kim thi gian ................................ 161.6.2.2. Tit kim chi ph ........................................................................................ 181.6.2.3. M rng phm vi hot ng cho ngn hng .............................................. 181.6.2.4. Tng cng cng tc chm sc khch hng .............................................. 181.6.2.5. 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 ............................................... 242.1.1. Thc trng pht trin dch v Ebanking ti Vit Nam .................................. 242.1.2. Thc trng pht trin dch v Ebanking trn a bn thnh ph Hu...........252.1.2.1. Thun li ................................................................................................... 262.1.2.2. Kh khn .................................................................................................. 27

2.2. Kt qu nghin cu ............................................................................................. 282.2.1. Thang o ...................................................................................................... 282.2.2. Quy trnh kho st ........................................................................................ 31

2.2.3. Kt qu kho st .......................................................................................... 322.2.3.1. Phn tch m t ......................................................................................... 322.2.3.1. nh gi tin cy ca thang o bng h s Cronbach Alpha .................342.2.4. Nhn xt: ...................................................................................................... 47

CHNG III: MT S GII PHP NNG CAO NHU CU S DNG EBANKING TPH HU ....................................................................................................................... 49

Nhm 3_K41-TCNH Page 1


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1.2. Mt s gii php kin ngh i vi chnh ph v cc c quan qun l ................ 51PHN 3: KT LUN, HN CH V HNG NGHIN CU ...........................................

TRONG TNG LAI....................................................................................................... 531. Kt lun ................................................................................................................. 53

3. Hng pht trin ti trong tng lai................................................................. 53DANH MC TI LIU THAM KHO ................................................................................



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DANH MC CC T VIT TT

NHT : Ngn hng in t

NHTM : Ngn hng thng mai NHH : Ngn hng hin i

TMT : Thng mi in t

ATM : My rt tin t ng

EPTPOS : My thanh ton ti cc im bn hng

TTT : Thanh ton in t

TTTT : Thanh ton trc tuyn

CNTT : Cng ngh thng tin

TDNH : Tn dng ngn hng

TCTD : T chc tn dng

DVNH : Dch v ngn hng

CB-CNV : Cn b cng nhn vin



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DANH MC CC S , BIU V BNG BIU

Bng 1.1: So snh h thng cng ngh c v mi 1

S 1.1: Mt s m hnh nghin cu Ebanking Chu .1S 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 t35

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



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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

tin, tc ng n mi mt hot ng ca i sng, kinh t-x hi, lm thnhn thc v phng php sn xut kinh doanh ca nhiu lnh vc, nhiu ngnt khc nhau trong c lnh vc ngn hng. Nhng khi nim v NHT, giaotrc tuyn, thanh ton trn mng bt u tr thnh xu th pht trin vtranh ca cc NHTM Vit Nam. Pht trin cc dch v ngn hng da trn nncng ngh thng tin - NHT- l xu hng tt yu, mang tnh khch quan, trongi hi nhp kinh t quc t. Li ch em li ca NHT l rt ln cho khch

ngn hng v cho nn kinh t nh nhng tin ch, s nhanh chng, chnh xc cgiao dch.

V vy tn ti v pht trin, ton b h thng NH v cc chi nhnh ang phn uht mnh bt kp tin trnh hin i ha ngn hng, khng nhng hon thin nghip v truyn thng m cn tp trung pht trin cc ng dng NHH troch trng dch v NHT, p ng yu cu nng cao nng lc cnh tranh, hi nh pht trin. Nm trong xu th cc NHTM Thnh ph Hu cng ang y

u t k thut, cng ngh, tin hc ha m tng bc to ra mng trc tuyn trothng ngn hng ca mnh v cc ng dng v mt sn phm trn nn tng dng, gip khch hng c th giao dch a dng v thun tin. Song thc tintrin dch v NHT trn a bn Thnh ph Hu cng cho thy cn nhng kh hn ch trn con ng a cc tin ch ny n tay ngi s dng. Vi mongxc nh c cc nhn t nh hng n d nh s dng Ebanking v mc hng ca cc nhn t ny, t a ra hm cho cng tc qun l v trin

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



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Sau khi s dng s liu t cc bo co ti chnh ca cc ngn hng, tin hnh xliu bng phn mm Excell, s dng phng php phn tch v so snh nhn xt thc trng.ng thi thng qua bng cu hi thu thp thng tin t khch hng l cn b

nhn vin ang s dng dch v Ebanking ti thnh ph Hu. Thng tin thuc s c x l thng qua phn mm SPSS 16.0. Thang o sau khi c bng phng php h s tin cy Cronbach Anpha s c phn tch nhn t, m hnh hi quy tuyn tnh c c s kt lun mt cch hp l v c khoa h

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



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PHN II: NI DUNG V KT QU NGHIN CUCHNG 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 gimy tnh trong chnh sch phn phi ca tip th. Ti y mt mi quan h thmi hay dch v trc tip gia ngi cung cp v khch hng c tin hnh qua internet.Theo ngha hp, TMT ch n thun b hp TMT trong vic mua bn hng h

dch v thng qua cc phng tin in t, nht l qua internet v cc mngthng khc.Hiu theo ngha rng, TMT bao gm tt c cc loi giao dch thng mi m cc i tc giao dch s dng cc k thut thng tin trong khun kh chotha thun hay cung cp dch v.Theo y ban Thng mi in t ca T chc hp tc kinh t chu ThiDng (APEC):TMT l cng vic kinh doanh c tin hnh thng qua truy

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 qu(UNCITRAL) nh ngha:Thut ng thng mi cn c din gii theo nghrng bao qut cc vn pht sinh t mi quan h mang tnh cht thng mc hay khng c hp ng. Cc quan h mang tnh thng mi gm (nhng khch gm) cc giao dch sau y: bt c giao dch no v cung cp v trao i hha hoc dch v; tha thun phn phi; i din hoc i l thng mi; y t

hoa hng, cho thu di hn; xy dng cc cng trnh; t vn; k thut cng tru t, cp vn, ngn hng; bo him; tha thun khai thc hoc t nhng, doanh v cc hnh thc v hp tc cng nghip hoc kinh doanh; chuyn ch hha 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, batt c cc lnh vc ca hot ng kinh t, trong hot ng mua bn hng hdch v ch l mt phm vi rt nh.Tm li, TMT l tt c cc phng php tin hnh kinh doanh ca c nhn h

chc thng qua cc knh in t m ph bin nht l thng qua mng internecu, da trn vic x l v truyn d liu gia cc bn giao thng vi nhaudng 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 l mt m hnh ngn hng cho php khch hng truy cp t xa n ngn hng nthu thp thng tin; thc hin cc giao dch thanh ton ti chnh, ti chnh da tr

khon lu k ca ngn hng; s dng cc sn phm dch v mi. NHT l h knh phn phi pht trin da trn c s s dng cng ngh thng tin hin vic t chc cung ng sn phm dch v ngn hng. Cc giao dch in t chin thng qua cc phng tin giao dch in t: My thanh ton ti im bn(EFTPOS), my rt tin t ng (ATM), ngn hng qua in thoi, ngn hngmng internet, ngn hng qua mng ni b.Trn thc t, nhng giao dch v th cng c cc NHTM coi l dch v ngnin t. Tuy nhin hin nay, cc ngn hng tch ring nghip v th, mt phn l loi hnh ngn hng in t u tin pht trin ti Vit Nam nhm mc cng vn.Dch v ngn hng in t c gii thch nh l kh nng ca mt khch hth truy cp t xa vo mt ngn hng nhm: thu thp thng tin, thc hin ccdch thanh ton, ti chnh da trn cc khon lu k ti ngn hng , ng kdng dch v mi (Trng c Bo, 2003).

Dch v NHT l h thng phn mm vi tnh cho php khch hng tm hiu hay muv 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

u tin ti M vo nm 1989 th n nay c rt nhiu tm ti, th nghim,



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cng cng nh tht bi trn con ng xy dng mt h thng ngn hng ihon ho, phc v tt nht cho khch hng. Tng kt nhng m hnh , nhn 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

NHT l thc hin theo m hnh ny. Vic u tin chnh l xy dng mt wecha nhng thng tin v ngn hng, v sn phm ln trn mng nhm qung cthiu, ch dn, lin lc, thc cht y ch l mt knh qung co mi nnhng knh thng tin truyn thng nh bo ch, truyn hnh mi giao dcngn hng vn thc hin qua h thng phn phi truyn thng, l cc chi 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 mnhng dch v truyn thng nh xem thng tin ti khon, nhn thng tin giaochng khonInternet y ch ng vai tr nh mt dch v cng thm vo s thun li thm cho khch hng. Hu ht cc ngn hng va v nh ang 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 (fend) v pha ngi qun l (back-end) u c tch hp vi internet v cc phn phi khc. Giai on ny c phn bit bi s gia tng v sn phm vnng ca ngn hng vi s phn bit sn phm theo nhu cu v quan h ca hng i vi ngn hng. Hn th na, s phi hp, chia s d liu gia hi shng v cc knh phn phi nh chi nhnh, mng internet, mng khng dycho vic x l theo yu cu v phc v khch hng c nhanh chng v chn

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 imt s thay i hon ton trong m hnh kinh doanh v phong cch qun l. Nngn hng ny s tn dng sc mnh thc s ca mng ton cu nhm cung c b cc gii php ti chnh cho khch hng vi cht lng tt nht. T nhng



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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 g

nh hng r nt n s pht trin ca cng ngh ngn hng bng vic chocc 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 khonnh kim sot hot ng ca cc ti khon ny. tham gia khch hng truy cwebsite ca ngn hng v thc hin giao dch ti chnh, truy vn thng tin cnKhch hng cng c th truy cp vo cc website khc mua hng v thcthanh ton vi ngn hng. Tuy nhin, khi kt ni internet th ngn hng phi thng bo mt mnh i ph vi ri ro trn phm vi ton cu. y l trln i vi cc ngn hng ti Vit Nam v u t vo h thng bo mt rt tn

1.4.2. Home Banking Vi ngn hng ti nh, khch hng giao dch vi ngn hng qua mng nhng l ni b (intranet) do ngn hng xy dng ring. Cc giao dch c tin hnh tvn phng, cng ty thng qua h thng my tnh ni vi h thng my tnh chng. Thng qua dch v Home Banking, khch hng c th thc hin cc giaov chuyn tin, lit k giao dch, t gi, li sut, giy bo n, bo c sdch v home banking, khch hng ch cn c my tnh (ti nh hoc tr s) kvi h thng my tnh ca ngn hng thng qua modem-ng in thoi qukhch hng phi ng k s in thoi v ch s in thoi ny mi c kt nh 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 nt ng nn cc loi thng tin c n nh trc, bao gm thng tin v t gioi, li sut, gi chng khon, thng tin c nhn cho khch hng nh s dkhon, lit k nm giao dch cui cng trn ti khon, cc thng bo mi nhtthng cng t ng gi fax khi khch hng yu cu cho cc loi thng tin ni tr



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1.4.4. Mobile Banking L hnh thc thanh ton trc tuyn qua mng in thoi di ng. Phng th

c ra i nhm gii quyt nhu cu thanh ton giao dch c gi tr nh (m payment) hoc nhng dch v t ng khng c ngi phc v. Mun thamkhch hng phi ng k tr thnh thnh vin chnh thc trong quan trcung cp nhng thng tin c bn nh: s in thoi di ng, s ti khon cdng trong thanh ton. Sau khch hng c nh cung ng dch v thngmng ny cung cp mt m s nh danh (ID). M s ny khng phi s in thn s c chuyn thnh m vch dn ln din thoi di ng, gip cho vicp thng tin khch hng khi thanh ton nhanh chng, chnh xc v n gin hthit b u cui ca im bn hng hay cung ng dch v. Cng vi m sdanh, khch hng cn c cp mt m s c nhn (PIN) khch hng xcgiao dch thanh ton khi nh cung cp dch v thanh ton yu cu. Sau khi hocc th tc cn thit th khch hng s l thnh vin chnh thc v iu kithanh 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 nhnvn gi v mt s in thoi c nh ca trung tm ny c cung cp mitin chung v c nhn. Khc vi Phone Banking ch cung cp cc loi thng tin lp trnh sn, Call Center c th linh hot cung cp thng tin hoc tr li cc thca 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 gi yu cu ti ngn hng. Ngn hng pht hnh tin in t s pht hnh min c k pht bi m c nhn (private key) ca ngn hng v c m hkho cng khai (public key) ca khch hng. Ni dung bc in bao gm thnxc nh ngi pht hnh, a ch internet, s lng tin, s seri, ngy ht hn (



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trnh vic pht hnh hoc s dng hai ln). Ngn hng s pht hnh tin vkhch 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 thngin t c m ha bi kha cng khai ca nh cung cp hng ha dch v

cung cp dng kha ring ca mnh gii m thng ip, ng thi kim trxc thc ca thng ip thanh ton ny vi ngn hng pht hnh cng bng mcng 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 tmng internet. Sc in t c ni dung ging nh sc thng, ch khc bit dul sc ny c k in t (tc l vic m ha thng ip bng mt m c nh

ngi k sc). Khi ngn hng ca ngi th hng thc hin nghip v nh thh s nh du ln thng ip in t v vic thng ip ny c m ha bha cng khai ca ngn hng pht hnh sc s l c s cho vic thanh ton st 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 dnp tin vo th v s dng trong vic mua hng. S tin ghi trong th s ccho ti khi bng 0. Lc , ch s hu c th np tin hoc vt b th. V c s dng rt nhiu trong giao dch nh ATM, Internet Banking, Home BanTelephone Banking hoc mua hng trn internet vi mt u c th thng minni 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 y nhanh tc lu thng hng ha, tin t, nng cao hiu qu s dng vV mt kinh t - x hi, NHT gp phn thc y cc hot ng kinh t thng m

v v du lch pht trin, to iu kin m rng quan h kinh t thng mi vvc 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 tch 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 chnhng thay i ca th trng, iu chnh kp thi ph, li sut, t gi ph h

tnh hnh ca th trng. T ngn hng c th hn ch c cc ri ro vng gi c trn th trng, mang li li ch kinh t cho ngn hng v khch y l c im vt tri so vi ngn hng truyn thng. Ngoi ra mng thny cng s cung cp kp thi nhng ngun cung vn cho ngn hng, gip ngnc cc chnh sch ng n, kp thi v hoch nh phng n hot ng nhanh cchnh xc.

Qu trnh pht trin ca cc dch v ngn hng truyn thng kt hp hi ha vi s

trin ca dch v NHT, cho php cc ngn hng v t chc tn dng tip cn nchng cc phng php qun l hin i, gip a dng ha sn phm, gia tng s, nng cao hiu qu hot ng v tng kh nng cnh tranh trong xu th hhin nay.

Mng thng tin gip cho hot ng thanh tra gim st ngn hng cht ch, kp thchnh 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. ng n hot ng ca cc ngn hng, thc y s hnh thnh cc ngn hnBn cnh , n tc ng n s pht trin cc ng dng cng ngh thng tinvc thanh ton qua ngn hng.

Ngoi ra, s pht trin ca cc dch v NHT gip cho vic lin kt gia cc ngnngy cng cht ch, gp phn a dng ha cc sn phm v dch v. Khng chc mi quan h gia cc ngn hng, n cn tng cng mi quan h gia lnngn hng v cc lnh vc khc nh ti chnh, bo him, chng khon, du lchdng, 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 khongian no. NHT c th phc v khch hng 24/24 gi v c 7 ngy trong tun.



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Dch v NHT c bit c ngha i vi nhng khch hng khng c thi giagiao dch trc tip vi ngn hng, khch hng c s lng giao dch khng nhoc 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

khch hng tha mn nhu cu giao dch ca mnh vi ngn hng mt cch an tonhanh chng. Ngoi ra, khch hng c ngn hng phc v tn ni vi nhngtin mi nht nh bin ng t gi, tra cu thng tin ti chnh ca i tc, xemng gi chng khon. Hn na, vi nhng tiu chun chun ha, khch hng phc v tn ty thay v phi ty thuc vo thi phc v khc nhau ca ccvin ngn hng.y l nhng tin ch m ngn hng truyn thng kh c th t c vi t

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 H thng cng ngh c H thng cng ngh m

Kh nng bo mt v ton vn d liu Thp Cao

M hnh x l tp trung Khng p ng p ng

Khi lng giao dch ln Khng p ng p ng

Qun l khch hng quan h Khng p ng p ngGiao dch 24/24 Khng p ng p ng

X l a t v x l t gi hng ngycng nh giao dch a t Khng p ng p ng

Quyt ton mi thi imKhng p ng (Ch c th

thc hin vo31/12)

p ng

i mi quy trnh giao dch, ch k int, chng t in t. Tng nngsut

Khng p ng p ng

Th nha, h thng kt ni th Khng p ng p ng

Kh nng khng hn ch s lng truycp Khng p ng p ng

Tnh tch hp Thp Cao



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Backup, phc hi d liu t ng Thp Cao

ng b ha h thng Khng p ng 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 titc chi ph v tng thu nhp cho ngn hng. C c iu ny l do ngn khng phi trc tip giao dch vi khch hng nn cn t chi ph i li hn, gicc cng on ging nhau phi thc hin lp li nhiu ln trong giao dch. Bn cc ngn hng c th gim bt gnh nng v th tc hnh chnh v vn h

Trc y, khch hng mun thc hin giao dch thanh ton th phi trc tipngn hng, do vy tin li cho khch hng th ngn hng phi m thm cnhnh hoc quy giao dch. Nhng khi dch v TTTT ra i th ngn hng cgim bt chi ph m quy giao dch, t gim chi ph tin lng v tng cnhiu 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 n

mnh mt cch hiu qu. Chnh v vy, ngn hng khng cn m thm chi nhn phng giao dch nhng vn c khch hng bit n v tin hnh quan h giao

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 c t cng ngh ng dng, phn mm, cc nh cung cp mng, s thu ht vkhch hng s dng, quan h giao dch vi ngn hng, v dn tr thnh khchtruyn thng ca ngn hng.

Cc dch v TTT cung cp cho khch hng sn phm v dch v a dng hn,tng cng s tn nhim ca khch hng. Khch hng s khng chuyn sangdch vi ngn hng khc khi m h c th nhn c mi thng tin, cng nhhin cc giao dch ngay khi h ang u v trong khong thi gian no.



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Vi m hnh kinh doanh a nng nn NHT c kh nng cung ng sn phmv cho mi i tng khch hng v nhiu lnh vc kinh doanh. Chnh nh tiny m ngn hng c th m rng i tng khch hng v tng th phn ca m

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 ccty bo him, cng ty chng khon, cng ty ti chnh khc a ra cc sn phch nhm p ng mi nhu cu ca khch hng v cc dch v lin quan: ngn bo him, u t chng khon, u t vngTm li , dch v NHT c rt nhiu tin ch v ang th hin c tnh u vthi im hin ti cng nh trong tng lai. Dch v NHT l hng chin lcc ngn hng ang tn dng v pht trin to s khc bit i vi khch

mang tnh cnh tranh trn th trng. Vic pht trin h thng thanh ton ni bngn hng, thanh ton lin ngn hng, pht trin cc dch v NHH nhm hnhi nhp kinh t quc t. Thng qua vic s dng dch v NHT, khch hng cm nhn c cht lng dch v ngn hng v ngy cng gn b trung thnngn 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 Technology Acceptance Model TAM)- c ngun gc t m hnh hnh ng h(The Theory of Reasoned Action TRA) (Fishbein v Ajzen, 1975) trong lnh NHT cc nc, c bit l cc quc gia chu v qua trao i (nghin cutnh) vi cc chuyn vin trong lnh vc ngn hng, ti s dng m hnh l tng dng TAM ( c nghin cu Vit Nam) nghin cu s chp 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 n

Quc gia Tc gi M hnhNi dung

nghin cu Kt qu nghin cu

Thi Lan

BussakornJaruwachir athanak ul,Dieter Fink

TPB nguynthu

S tip cn IB-chinlc cho mtquc giaang phttrin

- Nhn t khuyn khch: s hu cm nhn v c im cwebsite

- Nhn t cn tr: mi trng bngoi.

Malaysia

PetrusGuriting, Nelson Oly Ndubisi

TAM m rng,thmhai binl st tinvkinhnghim vmytnh

nh gi nh vs chp nhnca khchhng v dchv IB

- S hu ch v s d s dng cnhn l hai yu t quan trnht.

- S t tin nh hng trc tipgin tip n nh hnhthng qua s hu ch v s s dng.

- Nhn t kinh nghim v my tkhng c nh hng g.

PhnLan

HeikkiKajaluoto,MinnaMattila,TapioPento

TPB nguynthu

Cc nhn t nhhng nthi v schp nhn IB

- Kinh nghim v my tnh, knghim giao dch vi nghng v thi nh hmnh n nh.

- Bin nhn khu hc nh hng nh - Nhm tham khkhng c nh hng.



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i Loan

Yi-ShunWang, Yu-MinWang,

Hsin-HuiLin,Tzung ITang

TAM m rng,thmvohai bin

l st tinsdngmytnhv stincy

Cc nhn t quytnh n schp nhndch v IB

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

- S t tin nh hng gin tip nh thng qua ba bin trn.

Newzeland

Praja Podder TAM m rng,

thmvohai binl st tinv riro

nh v thi quens dng dch

v IB

- S d s dng, s hu ch cm nv s t tin nh hng n

nh s dng.- Bin tin cy khng c nh hng

Estonia

KentErick sson,

katriKerem,Daniel Nilsson

TAM m rng,thm

vo 1 binl sri ro

S chp nhn dchv IB tiEstonia

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

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



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S 1.2: M hnh nghin cu ngn hng in t Vit Nam

Trong :- c im c nhnc quan h vi ch li cm nhn (H1).Trong iu kin skhng ng u trong trnh gio dc, c bit trong lnh vc CNTT ca Vi

th vic nghin cu vai tr ca bin s c im c nhn (thu nhp, tui,gil rt cn thit.- Ri ro cm nhnc quan hvi ch li cm nhn (H2),c xem l bt trc mkhch hng i mt khi h khng th o lng hu qu ca quyt nh s Khch hng b nh hng bi cc ri ro m h nhn thc, cho d ri ro c thay khng (Chan v Lu, 2004). Hewer v Howcroft (1999) v Howcroft v c(2002) th cho rng d khch hng rt tin tng ngn hng ca mnh, h vn k

tng vo cng ngh. Trong iu kin Vit Nam (hn ch v trnh k thuton thng tin v lut giao dch in t, tm l ngi tip xc my mc) th y ltr rt ln i vi s pht trin ca TMT ni chung v vic chuyn cc hnhkinh doanh t ngn hng truyn thng sang NHT ni ring.- S t chl kh nng s dng my tnh ca c nhn (Compeau v Higgins, 19v c mi quan h vis d s dng cm nhn (H3)(Venkatesh v Davis, 1996;Igbaria v Iivari, 1995; Venkatesh, 2000; Agarwal v cng s, 2000). Theo Ov Fenech (2003), khi ngi s dng c kinh nghim v cng ngh th hnim tin vo kh nng s dng h thng. Trnh cng ngh ca Vit Nam lso vi cc nc cng nghip pht trin gn na th k cng gii thch c phvic thiu t ch v cng ngh ca mt b phn ln ngi dn Vit Nam. V t ch cng th hin vai tr quan trng trong vic o lng mc chp nhn NHVit Nam, nhng ngi c s t ch tin hc cao s c kh nng s dng h nhiu hn.- S thun tinc mi quan h vis d s dng cm nhn (H4), l vic khchhng cm thy thoi mi v vic ng nhp/thot khi h thng, a im giaothi gian giao dch Nghin cu ca Dennis v Papamatthaiou (2003) v nmua sm trc tuyn chng t s thun tin c tng quan cht ch vi dgiao dch trc tuyn v s thun tin cng c mi quan h ng bin vi vic s



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ngn hng trc tuyn (Polatoglu v Ekin, 2001; Gerard v Cunningham, 2003)thc trng c s h tng cha ng b Vit Nam, y s l yu t nh hngn s d s dng cm nhn.- S d s dng cm nhnc 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 cm thy h thng l hu ch khi nh h thc hin giao dch nhanh hn, dng, nng cao hiu qu Mt khc, khch hng cng s khng cm nhn ch m NHT em li nu h khng thy d s dng h thng.- Thi c mi quan h vis 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 cngc li khng chp nhn h thng khi h c thi tiu cc i vi vic s

(Davis v cng s, 1989).- D nhc mi quan h vich 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 nli nhng li ch khc nhau v tc ng tr li hnh vi (Davis v cng s, 1989li cm nhn cng l mt trong nhng bin mnh nht nh hng n d dng (Venkatesh v Davis, 2000).



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CHNG 2: THC TRNG PHT TRIN DCH V EBANKING TRN A BTHNH 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 NamTi Vit Nam, c th ni t nm 2000 tr v sau, nhng sn phm mang d NHH mi c hnh thnh. Cho n nay, hu ht cc ngn hng u mWebsite ring gii thiu v cc dch v ca mnh nh th tc chuyn tin, mchuyn tin, th tc v iu kin vay vn, t gi hng ngy, biu li sut adng. Mc cnh tranh ngy cng gia tng khin cc ngn hng y mnh vit k thut, cng ngh, tin hc haDn dp t u nm 2010, nhiu NHTM

lot cng b cc k hoch u t, hon thin sn phm, lin kt tin ch trin dch v NHT, phc v tt hn cho khch hng. Cnh tranh trong hotny ngy mt nng, v tt nhin cc khch hng in t ngy cng c thmch v la chn.n nay, dch v NHT khng cn mi l na m ang pht trin rt rm r nhng bc chuyn bin mnh m. Tuy nhin theo mt s nhn nh th d NHT Vit Nam mi ch giai on u ca s pht trin. C th thy d

NHT ca Vit Nam cn n iu, s si v cha thu ht c nhiu khch hdng. Cc dch v khc nh Internet Banking, Mobile Banking mi ch mcnhp thng tin, cn chc nng thanh ton th cha trin khai rng ri. S lng hng s dng hn ch, e d. Nguyn nhn v thc trng ny l do tm l chaton tin tng cu khch hng, h thng php lut cha ng b, cc n v, ctrong x hi cha sn sng tham gia dch v, trnh cng ngh cn nhiu hMc d vy, khi nh gi v tng lai pht trin ca NHT ti Vit Nam, hu hchuyn gia u cho rng chng ta c nhiu yu t lc quan. Nhng nm ty, hnh lang php l cu Vit Nam ang hon thin, v tr nn thng thong,cc ngn hng trin khai sn phm, dch v mi hn p ng nhu cu khch Cc ngn hng cng nm bt nhng cng ngh tin tin rt nhanh chng vCNTT l yu t quan trng cnh tranh.



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

STT NGAN HANG HE THONG PHAN MEM AP DUNG XEP HANG

TU 2004-2009

1 BIDV ,VCB, CTG, MSBSIBS ( Sikverlake Integrated

Banking Solutions) 9,9,9,8,9,10

2Techcombank, Sacombank,

Vpbank.. (gn 20 NH)

Temenos T24 1,2,1,1,1,1,

3 Habubank, Lien Viet,Tien Phong Symbol System Access 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 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 h

nhnh Hu u c Website ring cung cp cho khch hng cc thng tin v lit gi, im t my ATM, giao dch my POS, cc sn phm dch v ca ngn h

Bng 1.3: Th phn th ATM trn a bn thnh ph Hu nm 2009 NGN HNG S MY ATM S TH PHT HNH TH PHN TH ATM

1 ACB 7 9027 7.632 STB 10 3510 2.97 3 EAB 15 13200 11.154 VCB 25 40200 33.97 5 CTG 21 23000 19.436 AGB 21 19015 16.07 7 MB 4 2100 1.77 8 KHAC 15 8300 7.01

TNG 118 118352 100.00

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



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nng, cn c bc t ph pht trin hn na ca cc chi nhnh ngn hng thmi.

2.1.2.1. Thun li Th trng Hu l mt th trng y tim nng. Trong nhng nm ti, Hu thnh thnh ph trc thuc Trung ng, c s h tr rt ln t Nh nc, tnhiu vn u t vo cc lnh vc, nht l lnh vc CNTT. Cc khu cng nghipcng pht trin, kinh t a phng c nhng bc tin mi s to nhiu khchtim 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 ca thnh ph, thun tin v giao thng, c s h tng khang trang. Nhng ivt cht ny gp phn to iu kin cho khch hng trong vic giao dch, thiu chi ph i li.Cc NHTM ang trin khai cc loi hnh dch v NHT vi cc gi sn phdng, phong ph, nhiu tnh nng hin i, do gip khch hng thun titrong vic la chn v p ng nhu cu giao dch ca mnh. Khch hng ch cin thoi di ng hoc my tnh ni mng th bt k a im no, khch hnc th bit c cc thng tin v t gi, li sut hay s thay i s d mt cchchng v hiu qu nht.i ng cn b nhn vin rt tr, trnh cao, ng u, c o to bi bn thch nghi vi cc cng ngh, k thut tin tin, do thi gian a k hochtrin dch v NHT s nhanh chng hn, gp phn thu ht c nhiu khch hDn s trn a bn a s l dn s tr, nng ng, kh nng ng dng CNTT , 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

li a dch v NHT n gn khch hng hn. V d ngn hng ng phtth ATM min ph cho sinh vin, hay ngn hng Chu cung cp min ph mdch v ngn hng in t nh ph chuyn khon, chuyn tin qua giao dch 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(nht l cc khch hng thn thit), y l iu kin thun li pht trin, gi



27/65


dch v mi nh NHT khch hng, ng thi gip cho cng tc tuyn truqung co dch v rng ri hn trn a bn.

2.1.2.2. Kh khnCht lng ngun nhn lc cha cao, s lng nhn vin chuyn trch cha nTrung bnh mt chi nhnh ngn hng ch c khong 3 nhn vin m nhn v dch v ni chung v dch v NHT ni ring. Khi lng cng vic nhiu mlng nhn vin khng p ng th hiu qu cng vic s gim st. Nhn viht u tt nghip chuyn ngnh ti chnh-ngn hng nn kin thc v k thutngh cn mt s mt hn ch nht nh. Do vy, i khi nhn vin ngi t vkhch hng cch thc s dng cng nh ci t mt s th tc lin quan. y ltr ngi ln i vi cc ngn hng trong vic y mnh nhu cu s dng dch v Ebtrn a bn.Cng tc qung b tuyn truyn cho dch v ny cha trin khai mt cch bichuyn su. Mc ph bin thng tin v Ebanking trong ngi dn cn rt thchng ch l hiu bit v dch v th, kh khn ny t ra cho ngn hng mt vln l lm th no thng tin v dch v c cp nht n khch hng mnhanh chng, y , d hiu nht.S lng khch hng s dng Ebanking cn thp, tnh nng ngn hng a rnhiu nhng hu nh khch hng cha hoc ngi s dng. iu ny gy khcho ngn hng trong vic gii thiu cc sn phm, dch v ngn hng thng quknh giao dch in t ny.Thi quen s dng tin mt ca ngi dn cng gy ra khng t kh khn chotc 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

v tr c coi l trung tm (trn cc tuyn ng Trn Hng o, Hng Vnnn vic khch hng trc tip n ngn hng giao dch l tng i d dng v chng. Do vy, a s khch hng u chn phng thc giao dch trc tip ti Mt khc nhiu khch hng mun giao dch trc tip nm thng tin mt cc 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. mng thng tin di ng thng xy ra cc s c nh mt sng, nghn mHacker l vn lm cc ngn hng phi i mt khi trin khai Ebanking. Nuxy ra th ngn hng phi gnh chu hu qu rt nng n. Nhng hn ch ny s

khng t kh khn cho ngn hng cng nh khch hng, to tm l bt an cho khng.H thng vn bn php lut ni chung v lut giao dch in t ni ring vnhiu hn ch, chm tr, hng dn khng r rng gy khng t kh khn chohng 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 t pht trin. Tuy cn nhng kh khn, yu im, kh nng thu ht khch hng c

ch. Nhng vi nhng tin ch, tnh nng vt tri em li s thun tin cho hng, hy vng trong tng lai, vi th trng y tim nng ti Vit Nam, dngn hng in t s c s pht trin hn na v em li nhng thnh tu ni b

2.2. Kt qu nghin cu2.2.1. Thang o

kim nghim m hnh nghin cu Ebanking ti thnh ph Hu, ti xymt 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 olng cc thnh phn c tng hp t cc nghin cu trc. Thang o lng cthnh phn trong m hnh c th hin bng.

Bng 1.4: Thang o cc thnh phn trong m hnh

Thnh phn Cc bin quan st

Ri ro cm nhn

Khng an tm v s an ton ca ngn hang Lo ngi khc bit thng tin Lo ngi khc gi mo thng tin 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



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Dng NHT nu c thi gian hon thnh giao dch in t Dng NHT nu 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 dch v NHT Nhn chung NHT mang li s thun tin



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S d s dngcmnhn

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

ch li cmnhn

Thc hin giao dch d dng Kim sot ti chnh hiu quTit kim thi gian Nng cao hiu qu cng vic NHT nhn chung mang li li ch

Thi T ho khi s dng NHT Thch s dng dch v NHT Thoi mi khi s dng NHT Yn tm khi s dng NHT

D nh 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 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 hnghin cu Ebanking.Trong , thnh phnri ro cm nhnc 4 bin quan st;

thnh phns t chgm c 4 bin quan st; thnh phns thun tinc 3 binquan st; thnh phns d s dng cm nhnc 4 bin quan st; thnh phnch li cm nhncng c 4 bin quan st; thnh phnthi c 3 bin quan st v cuicng l thnh phn o lngd nhca khch hng gm c 2 bin quan st. C thRi ro cm nhn: khi s dng dch v Ebanking, bn lo ngi iu g?

1. Lo ngi khc bit thng tin2. Lo b mt cp tin

3. Lo ngi khc gi mo thng tin4. Khng an tm v cng ngh ca ngn hng in t

S t ch: Bn c th s dng dch v Ebanking khi1. Khng ai hng dn s dng2. Thy ngi khc dng trc3. Gp vn th c ngi hng dn



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4. c h tr trc tuynS thun tin: Yu t no khin bn cm thy thun tin khi s dng Ebanking

1. D dng tm a im giao dch2. D dng ng nhp hay thot khi h thng

3. Khng mt nhiu thi gian s dngS d s dng cm nhn: Bn thch s dng dch v Ebanking khi

1. D hc cch s dng2. D dng thc hin yu cu ca ngi s dng3. Nhanh chng s dng thnh tho4. Thao tc giao dich n gin

ch li cm nhn: nhng li ch bn mong mun khi s dng dch v Ebanking1. Thc hin giao dch d dng2. Kim sot ti chnh c hiu qu3. Tit kim thi gian4. Nng cao hiu qu cng vic

Thi : Bn cm thy nh th no khi s dng dch v Ebanking1. T ho khi s dng ngn hng in t

2. Thoi mi khi s dng ngn hng in t3. Yn tm khi s dng ngn hng in tD nh: Trong tng li, bn c d nh s dng dch v Ebanking khng ?

1. Chc chn s dng ngn hng in t khi c nh2. S s dng ngn hng in t nhiu hn trong tng lai

2.2.2. Quy trnh kho sta. 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 nygm c 24 pht biu. Trong c 22 pht biu o lng cc thnh phn cht lng d

v 2 pht biu o lng d nh s dng ca khch hng.



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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 thuntin v thng tin d liu c thu thp thng qua vic iu tra cc khch hng l c

cng nhn vin ang/ c d nh s dng Ebanking.+ Thang o: s dng thang o Likert- thang o ph bin trong nghin cu nhlng.c. Tin hnh iu tra khch hng

+ Tin hnh iu tra th 20 khch hng kim tra mc r rng v tnh chnh xcng.

+ ng thi tham kho kin ca chuyn vin ngn hng iu chnh bng hitrc khi gi i phng vn chnh thc.2.2.3. Kt qu kho st2.2.3.1. Phn tch m t

M t i tng khch hng

Bng 1.5: M t i tng khch hng Frequency Percent

gioi tinh nam 78 52nu 72 48Total 150 100

tuoi duoi 30 72 4830-50 46 30.7 tren 50 32 21.3Total 150 100

thu nha p

duoi 1.5

32 21.3

1.5-3 38 25.33-5 55 36.7 tren 5 25 16.7

Total 150 100



33/65


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li l Phone Banking v Home Banking m c bit l Home Banking th khch bit v s dng rt t.

ng thi kho st tin ch ca dch v cng cho thy, i tng iu tra l CB-CNtin ch ch yu c s dng l kim tra s d, thanh ton nhn lng v c

khon. y l du hiu cho thy CB-CNV ang dn c tr theo ch thng qua th thay v tin mt nh trc kia.Do , cn c cc bin php xhn na khch hng khng ch dng li tin ch kim tra s d, thanh tonlng m cn s dng cc tin ch khc na.

2.2.3.1. nh gi tin cy ca thang o bng h s Cronbach AlphaPhng php ny cho php ngi phn tch loi b cc bin khng ph hp v hn c

bin rc trong qu trnh nghin cu v nh gi tin cy ca thang o bng thng qua h s Cronbach alpha. Nhng bin c h s tng quan bin tng(item-total correlation) nh hn 0.3 s b loi . Thang o ch s Cronbach alpha t 0.6 tr ln l c th s dng c trong trng hp khi nim ang nghin cu(Nunnally, 1978; Peterson, 1994; Slater, 1995). Thng thng, thang o c Cronalpha t 0.7 n 0.8 l s dng c. Nhiu nh nghin cu cho rng khi thang 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 phnri ro cm nhn,Cronbach Alpha l 0.793. Thnh phn ny gm 4 bi

quan st. Tt c cc bin ny u c h s tng quan vi bin tng ln hn 0nhin c quan stkhng an tm v cng nghc Alpha = 0.821 > 0.793. Do vyquan st ny nn loi, cn cc quan st cn u c gi li vo phn tch nh

Thnh phn tip theo ls t chvi 4 quan st. Cronbach Alpha ca thnh phn ny0.678. Trong s cc quan st th quan st gp vn th c ngi hng dn

s h s tng quan bin tng < 0.3 v Cronbach Alpha cng ln hn 0.678. quan st ny cng nn loi khi vo phn tch nhn t.Thnh phns thun tingm 3 bin v Cronbach Alpha bng 0.732. Nu bin no

Alpha tha mn l < 0.732 v h s tng quan bin tng ln hn 0.3, th tc s dng phn tch nhn t. Do , bin khng mt nhiu thi gian khi sdngb loi khi thang o.



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Cronbach Alpha ca thnh phns d s dng cm nhnl 0.678. Vn theo nguyn tcnh trn th quan st d hc cch s dng b loi khi thang o.

Thnh phnch li cm nhn-thnh phn ny bao gm 4 bin, Cronbach alpha tnh l 0.766. H s tng quan bin tng ca tt c cc bin ny u ln hn 0.3 v

nu b mc hi nh hn 0.766, do vy cc bin ny tip tc c dng phnhn t.

V cui cng l thnh phnthi c 3 quan st v h s tnh c l 0.632. Trong 3 qust tnh c th c quan stt ho khi s dngkhng tha mn nn b loi trckhi vo phn tch nhn t.Tm li, h s Cronbach alpha ca cc thnh phn o lng nhu cu s Ebanking theo m hnh TAM u t 0.6 tr ln. iu ny chng t rng y l

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 phnd nh. H s tnhc l 0.619. Hai bin ca thnh phn ny c h s tng quan bin tng l0.3 v Alpha cng tha mn nh hn 0.619 khi loi b. Do cc bin ny ss dng vo phn tch nhn t d nh s dng ca khch hng.



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


Items

Scale Mean if ItemDeleted

Scale Variance if ItemDeleted

Corrected Item-TotalCorrelation

Cronbach'sAlphif IteDele

Ri ro cm nhn Lo ngi khc bit thng tin 8.690 6.069 .595 Lo b mt cp tin 8.620 4.626 .751 .658 Lo ngi khc gi mo thng tin 8.400 5.597 .663 Khng an tm v cng ngh 8.470 6.533 .427 .821S t ch Khng ai hng dn s dng 12.800 1.946 .570Thy ngi khc dng trc 12.150 2.368 .515 .5C ngi hng dn 12.320 3.441 .282 .706 H tr trc tuyn 11.810 2.623 .516 .579S thun tin D dng tm a im giao dch 9.070 .981 .591 .60 D dng ng nhp/thot khi h

thng 8.990 1.134 .646 .545 Khng mt thi gian khi s dng 9.090 1.320 .449 .761S d s dng cm nhn D hc cch s dng 11.850 2.193 .334 .696 D dng thc hin yu cu ca

ngi s dng 12.000 2.000 .510 .58 Nhanh chng s dng thnh tho 11.820 1.934 .548 .55Thao tc giao dch n gin 11.730 2.066 .463 .6ch li cm nhnThc hin giao dch d dng 12.270 2.130 .472 .7 Kim sot ti chnh c hiu qu 12.370 2.021 .657 .6Tit kim thi gian 12.170 2.185 .571 .7 Nng cao hiu qu cng vic 12.290 2.045 .581 .70Thi T ho khi s dng 7.490 1.728 .335 .679Thoi mi khi s dng 7.070 1.558 .596 .3Yn tm khi s dng 7.170 1.496 .422 .5D nh Chc chn s dng khi c nh 4.190 .596 .452 .0S s dng trong tng lai 3.790 .447 .452 .0


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2.2.3.2. Phn tch nhn t khm ph EFASau khi nh gi tin cy ca thang o chng ta bt u i su vo phn tcht.Ban u, chng ta c 24 bin quan st, thng qua h s Cronbach Alpha, tha

cn li 19 bin. Phn tch nhn t khm ph EFA l k thut c s dng nhnh v tm tt cc d liu. Phng php ny rt c ch cho vic xc nh cc t bin cn thit cho vn nghin cu v c s dng tm mi quan h gi bin vi nhau.Trong phn tch nhn t khm ph, tr s KMO (Kaiser-Meyer Olkin) l cdng xem xt s thch hp ca phn tch nhn t. Tr s KMO phi c gi trkhong t 0.5 n 1 th phn tch ny mi thch hp, cn nu nh tr s ny nh

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 lngt. Ch nhng nhn t c eigenvalue ln hn 1 th mi c gi li trong m i lng Eigenvalue i din cho lng bin thin c gii thch bi nh Nhng nhn t c Eigenvalue nh hn 1 s khng c tc dng tm tt thng hn mt bin gc.Mt phn quan trng trong bng kt qu phn tch nhn t l ma trn nh

(component matrix) hay ma trn nhn t khi cc nhn t c xoay (rotcomponent matrix). Ma trn nhn t cha cc h s biu din cc bin chu bng cc nhn t (mi bin l mt a thc ca cc nhn t). Nhng h s ti n(factor loading) biu din tng quan gia cc bin v cc nhn t. H s n bit nhn t v bin c lin quan cht ch vi nhau. Nghin cu s dng ph php trch nhn t Principal Components nn cc h s ti nhn t phi c trln 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 phi c lin h vi nhau. Nu h s tng quan nh th c th dn n phn tct khng thch hp. Ngoi ra, chng ta cn s dng Bartletts Test of Sphericikim nh gi thuyt Ho: khng c mi tng quan vi nhau trong tng th



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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. Chi-Square 912.581

df 136 Sig. 0.000

Ta nhn thy Sig: 0.00 rt nh < mc ngha: 1% => bc b Ho hay gia ccc mi lin h vi nhau. ng thi h s KMO = 0.730 chng t m hnh phnhn t l ph hp.- S lng nhn t: Theo tiu chun Eigenvalue th c 5 nhn t c rt ra.nhn t ny gii thch c 66.310% (> 50%) s bin thin ca d liu. Communalities cho bit cc thng tin c lin quan sau khi s lng nhn t ra. N cho bit cc Communality ca cc bin tc l phn bin thin c gii bi cc nhn t chung. Vic gii thch kt qu c tng cng bng cch xonhn t.

- Xoay cc nhn t: Thng c s dng theo phng php xoay Varimax ProceXoay nguyn gc cc nhn t ti thiu ha s lng bin c h s ln ti nhn t, v vy s tng cng kh nng gii thch cc nhn t. Cc bin ny c(factor loading) ln cng 1 nhn t. Nh vy nhn t ny c th c gii 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 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)



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+ 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 hngTng t ta cng c h s KMO =0.5 v kim nh Bartlett's Test of SphericiSig < 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. 0.500

Bartlett's Test of Sphericity Approx. Chi-

Square 33.782df 1Sig. 0.00

Bng 2.1: Kt qu rt trch ca nhn t d nhTotal Variance Explained

Component Initial Eigenvalues Extraction Sums of Squared LoadingsTotal % of Variance Cumulative %Total % of Variance Cumulative %

1 1.452 72.622 72.622 1.452 72.622 72.6222 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>50%, vi h s Eigenvalue >1, do gi tr phng sai t chun. C ngha l



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t ny gii thch c 72.622% s bin thin ca nhn t d nh s dng Ebaca 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 quylc 4): Nhn chung, cc bin c lp khng c mi quan h vi nhau, ngoi tr tui v mc thu nhp hng thng c s tng quan l 0.643. S tng ny dn ti hin tng a cng tuyn trong m hnh, do vy trong qu trnh phn txem xt cn thn.i vi bin ph thuc th c s tng quan tng i cht ch vi nhn t t

mong mun, s d s dng cm nhn, ch li cm nhn . Cc bin cn li ctng quan t hn nn rt c th s b loi khi m hnh, tuy nhin cn xem xtmi 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

1 R .586a R Square 0.343 Adjusted R Square 0.306 Std. Error of the

Estimate 0.8331166

Change Statistics

R SquareChan ge 0.343

F Change 9.209df1 8

df2 141Sig. F Change 0.000 Durbin-Watson 2.141

T bng 2.2, tin hnh kim nh gi thit Ho: m hnh hi quy tuyn tnh bi khhp. Kt qu tnh thng k F c tnh t gi tr R 2 c mc ngha bng 0(Sig=0.000


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quy tuyn tnh l ph hp vi d liu thu thp c. H s R 2 hiu chnh (AdjustedSquare) l h s dng nh gi ph hp mt cch an ton hn so vi R 2, v hs R 2 trong trng hp c nhiu bin c lp d to ra hin tng thi phng m ph hp ca m hnh. H s R 2 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 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 l150 quan st l DL= 1.622 v DU= 1.847. Gi tr d tnh ri min DU- 4-DU hay chpnhn gi thit khng c t tng quan bc chui bc nht. M hnh c cc phkhng c mi tng quan vi nhau.

Bng 2.3: Cc h s Beta ca m hnh hi quy bi

11

Model

Unstandardized Coefficients

Standardized Coefficients t Sig.

Collinearity Statistics

1 B Std. Error Beta Tolerance VIF

(Constant)-0.045 0.323 -0.14 0.889 GT -0.057 0.149 -0.029 -0.383 0.703 0.836 1.196 T 0.293 0.117 0.232 2.492 0.014 0.539 1.854 TN -0.152 0.092 -0.153 -1.657 0.100 0.545 1.835Nhn t 1 0.085 0.069 0.085 1.227 0.222 0.979 1.022RR -0.144 0.071 -0.144 -2.033 0.044 0.927 1.078TMM 0.317 0.071 0.317 4.481 0.000 0.931 1.074 DSD 0.235 0.07 0.235 3.351 0.001 0.95 1.052IL 0.368 0.069 0.368 5.298 0.000 0.968 1.033

a. Dependent Variable: DD

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 + 0.368ILTrong 8 thnh phn th c 5 thnh phn nh hng nhiu n quyt nh s dch v Ebanking ca cn b cng nhn vin, c th l tui, thu nhp hng tRR, TMM, DSD, IL.

Ba thnh phn cn li c mc ngha quan st Sig > mc ngha 5%, do vy ba thnh bao gm h s Constan, gii tnhv nhn t 1, xt v mt thng k th cc thnh



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phn ny khng nh hng ng k ti quyt nh s dng dch Ebanking ca hng. Do vy, m hnh c vit li theo Beta chun ha

DD= 0.232T - 0.153TN - 0.144RR + 0.317TMM + 0.235DSD + 0.368ILi vi cc thnh phn ny th cc thnh phn no c h s Beta chun ha ln h

thnh phn c t l gii thch i vi bin ph thuc cng ln hn. Vi mny th nhn t IL c h s Beta chun ha ln nht nn c s tc ng mnhn quyt nh s dng Ebanking ca CB-CNV khi h ang/c d nh s dnv. S tc ng vi yu t d nh gim dn t nhn t TMM, DSD, GT, Tnh 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 tuyn.Ta thy h s Tolerance ( chp nhn ca bin) rt ln. ng thi h s

(h s phng i phng sai) ca cc bin c tnh ra cng rt nh, ch giaotrong khong t 1.022 n gn 1.854. Theo l thuyt th khi Tolerance rt nh vvt qu 10 l du hiu qu a cng tuyn. Nh vy, da vo kt qu ny ta ckhng 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. Dbiu 2.1ta c th ni phn phi ca phn d xp x chun, gi tr Mean qu lch chun bng 0.973 xp x bng 1. Gi thit phn phi chun ca phkhng 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



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One Sample Kolmogorov- Smirnov Test

Standardized Residual

N 150 Normal Parametersa Mean 0.00000000

Std. Deviation 0.972784007

Most Extreme Differences Absolute 0.043Positive 0.042Negative -0.043

Kolmogorov-Smirnov Z 0.525 Asymp. Sig. (2-tailed) 0.946 a. Test distribution is Normal.

ng thi ta tin hnh kim nh Kolmogorov- Simirnov th gi tr Sig thu c l 0.9mc ngha 10%, c c th ni: v mt thng k, mu iu tra c phn d tu

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 nnh la chn s dng ngn hng in t ca CB-CNV trn a bn thnh ph, thy rng, thu ht khch hng mi v gi chn khch hng hin ti, cn c hp ca rt nhiu yu t. Kt qu ny cng tng t vi kt lun c nghi Vit Nam. Ri ro cm nhn cng tng th quyt nh la chn ca ngi scng gim. Trn quan im hnh vi s dng cng ngh ca c nhn, h thnghng in t s thnh cng hn nu ci thin c cm nhn ca khch hng vs dng, ch li, thi v mong mun i vi dch v NHT. kch thch ct ny, cn tp trung tng cng s thun tin m e-banking em li cho khch c bin php gia tng s t ch v cng ngh ca c nhn v gim thiu ri rnhn 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 ngia tng yu t thun tin cho khch hng; chuyn giao cng ngh s gip bt kh thng Ebanking c nc; xy dng h thng d phng; nng cao hiu suthc cng ngh; gim thi gian ch

Tng cng s t ch: Ebanking s trin khai tt hn nu c cc bin php qun l tihp l. Ngn hng c th kt hp vi cc t chc qung b khng dng tin m



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CHNG III: MT S GII PHP NNG CAO NHU CU S DNGEBANKING 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 chng thng mi trong xu th hi nhp ton cu. Do vy, i tt, n u vdng hiu qu dch v ngn hng in t, bn thn cc ngn hng phi thcng b cc gii php sau:- Hin i ho cng ngh ngn hng, nghin cu, ng dng v trin khai cngdch v mi, nghin cu, rt kinh nghim v pht trin c chn lc nhng dmi ph hp vi kh nng ca ngn hng, ca i tng khch hng tim nng

d hin ti, lng khch hng bit v s dng dch v NHT cha nhiu, ntrong thi gian ti nhu cu s dng cc dch v ngn hng hin i s cng giaTrc ht, ngn hng cn hon thin cc dch v NHT hin c ca mnh chn nhng khch hng hin ti v thu ht thm nhng khch hng tim nngvi dch v th, cc ngn hng cn pht trin thm mt s tnh nng nh gi titip vo my, m rng dch v tr lng qua th cho cc doanh nghip trn a bHin ti dch v Home Banking ca ngn hng mi ch gii hn nhng khch

doanh nghip v khch hng VIP. Do vy, trong thi gian ti ngn hng cn mdch 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 thucho khch hng.- Nghin cu pht trin v nng cao cht lng dch v ngn hng in t, cuncc dch v cp cao cp hn v mang li nhiu li nhun hn nh dch vl qu u t, dch v a c, cho thu ti chnh, in t ho cc th tc, chng k, tin ti xy dng nhng chi nhnh ngn hng in t hot ng hontrn mi trng mng (E-branch) .- c bit ch trng ti vn bo mt v an ninh mng do tc hi ca hackermy tnh khng ch n thun l thit hi vt cht m cn l uy tn, cht ln



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ngn hng. Lun cp nhn cng ngh bo mt, s dng tng la, chngchng 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 haydoanh dch v g i na th cng tc Marketing lun ng mt vai tr quan trn

vy, i vi lnh vc ngn hng cng vy, c bit trong hot ng kinh doanhv th cng tc ny li cng th hin r vai tr ca n. Qu trnh kho st cho thy, tl khch hng cha bit n dch v ny cn kh nhiu, cn nhng khch hng n dch v ny th ch dng li nhng tin ch c bn nht nh kim tra s xem mt s thng tin v ngn hng. Do vy, trong thi gian ti cc ngn hnhnh cn c nhng bin php c th cung cp nhng kin thc c bn chohng 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 lun c k ng nhng t gii thiu cc dch v ca ngn hng, tuy nhin s khch hng ch ng n tham kho, tm hiu rt t. Do vy, ngn hng cn chtip th nhng sn phm ny ca mnh n tn tay khch hng. Mt khc, ph php ny cn gip ngn hng tip cn nhng khch hng cha c quan h giaovi mnh hoc khch hng ca i th cnh tranh. Nhng tin ch ngn hng m chi nhnh trin khai a dng hn cc ngn hng khc, nn phng php nkhin khch hng c s so snh v la chn giao dch vi ngn hng c tin chtri hn.Dch v Internet Banking ca ngn hng c trin khai vi rt nhiu tin ch nkhch hng vn cha hiu ht dch v ny v lo ngi v vn bo mt. Dongn hng cn gii thch cho khch hng v cc phng thc xc thc khi sInternet Banking mt cch r rng v d hiu nht, nhm to s an tm cho khng khi h c nhu cu s dng dch vM rng mng li my ATM khch hng thun tin hn trong vic s dni i vi vic m rng mng li my ATM, cc ngn hng cn c bin phtng lng th c m. Ngn hng cn ch ng t vn vi cc doanh ntham gia dch v tr lng qua th. Ngoi ra, chi nhnh c th tip cn vi cc ti hc trn a bn nhm gii thiu sn phm th cho sinh vin.



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ca cc nh qun l, khch hng v bn thn cc ngn hng. Nhng nhn chun pht trin ng b cc gii php sau:- y mnh pht trin TMT, khuyn khch, i ng cc i tng l cc nh cc doanh nghip, cc t chc ti chnh u t kinh doanh bun bn trn m

to nhu cu kinh doanh, thanh ton, giao dch to ra lng khch hngnng cho dch v NHT sau ny.- Xy dng v hon thin h thng vn bn php lut, cc lut v ngh nh qun l tin trnh kinh doanh trn mng, l cn c gii quyt tranh chp. Xychun chung v c s php l cho vn bn in t, ch k in t v chng nht.- to iu kin cho cc chng t in t i vo cuc sng, cn xy dng h

cc t chc, c quan qun l, cung cp, cng chng ch k in t v chng in t. Xy dng mt trung tm qun l d liu trung ng gip cho vinhn, 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 ht chc kinh doanh dch v, cc ngn hng v t chc tn dng, nng cao tng truyn Internet, gim thiu cc ph to iu kin cho ton dn c dng cc dch v trc tuyn cho sinh hot hng ngy cng nh cng vic kinh d



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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 Eba

thng dng.- X l s liu thu thp c khch hng bng phn mm x l s liu ph bin nht

- Cc c s phn tch v phng php phn tch u trn c s tha k cc nghin trc v c cng nhn v a ra mt s gii php da trn iu kin thc

2. Hn chTuy 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 n

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

th nhng khch hng s dng dch v, tin hnh thu thp kin ca tt c cchng 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

c phn tch cao hn.



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DANH MC TI LIU THAM KHO

1. Cc lun vn, bo co khoa hc- Lu Thanh Tho, lun vn thc s: pht trin dch v ngn hng in t ti ngn

Chu, 2008- L Th Kim Tuyt, bo co khoa hc: m hnh cc nhn t nh hng n n

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, 2008.2. Nguyn Minh Kiu, Nghip v ngn hng hin i Nh xut bn thng k H

2007.3. Nguyn Minh Kiu, Nghip v ngn hng thng mi-Nh xut bn thng k H

Ni,2009.4. Nguyn Minh Hin, Gio trnh Marketing ngn hng - Nh xut bn thng k H

Ni,2006.5. Hong Trng Chu Nguyn Mng Ngc, Phn tch d liu nghin cu vi SP

Nh xut bn Hng c, 2008.6. Bo co thng nin ca Ngn hng VCB, ACB, EAB7. Lut giao dch in t, s 51/2005/QH 11, c Quc Hi kha XI thng qua n

29/11/2005 ti k hp th 8, c hiu lc t ngy 01/03/2006.8. PGS. TS. Trn Hong Ngn & Ng Minh Hi, s pht trin NHT ti Vit Nam

2006.9. Mt s tp ch kinh t, ngn hng, tin hc.10. 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
http://www.taichinhdientu.vn/http://www.vcb.com.vn/http://www.acb.com.vn/http://www.eab.com.vn/http://www.saga.com/http://www.tailieuhay.vn/http://www.ebank.vnexpress.net/http://www.taichinhdientu.vn/http://www.vcb.com.vn/http://www.acb.com.vn/http://www.eab.com.vn/http://www.saga.com/http://www.tailieuhay.vn/http://www.ebank.vnexpress.net/


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PH LC 1PHIU KHO ST KIN CB-CNV V DCH V EBANKING CA CC NGN HN

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 vcc nhn tquyt nh la chn s dng dch v ngn hng in t ca cc ngn hng thng mtrn a bn thnh ph Hu. Rt mong Anh/Ch dnh t thi gian tr li cc thng tin tr

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

cu. Rt mong nhn c s hp tc ca cc Anh/Ch.

I. Thng tin chung v i tng phng vn

1. Gii tnhA. Nam B. N2. tuiA. < 30 B. 30-50 C. > 503. Thu nhp hng thng A. 5tr II. Ni dung phng vn

A/ Anh(ch) ang/c d nh s dng dch v E-banking no?

Phone-banking Internet-banking Mobile-banking Home-banking Cha s d

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 lngKhc:

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


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STT Yu t

Rt

khng

ng

Khng ng Bnh thngng Rt ng

Khi s dng dch v E-banking, Anh(ch) lo ngiiu 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 tuynYu 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 khiD hc cch s dng

D dng thc hin yu cu ca ngi s dng

Nhanh chng s dng thnh tho


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Thao tc giao dch n gin

Nhng li ch Anh(ch) mong mun khi s dngdch 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 vE-banking

T ho khi s dng ngn hng in t

Thoi mi khi s dng ngn hng in tYn tm khi s dng ngn hng in t

Trong tng li, Anh(ch) c d nh s dngdch v E-banking khng?

Chc chn s dng ngn hng in t khi c nh

S s dng ngn hng in t nhiu hn trongtng lai

Xin chn thnh cm n!


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PH LC 2PHIU 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 vcc nhn tquyt nh la chn s dng dch v ngn hng in t ca cc ngn hng thng mtrn a bn thnh ph Hu. Rt mong Anh/Ch dnh t thi gian tr li cc thng tin tr

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

cu. Rt mong nhn c s hp tc ca cc Anh/Ch.

I. Thng tin chung v i tng phng vn

2. Gii tnhA. Nam B. N4. tuiB. < 30 B. 30-50 C. > 505. Thu nhp hng thng B. 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 d

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 lngKhc:

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

STT Yu t RtKhng ng Bnh thngng Rt ng k


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khng

ng

Ri ro cm nhnKhng 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 int

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 sthun tin

S d s dng cm nhn


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D hc cch s dng

D dng thc hin yu cu ca ngi sdng

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 lich

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 hntrong tng lai

kin ca chuyn vin:............................................................................................................


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Ngn hng cng tc Hu, ngy thng 10 nm 2010

K tn

Xin chn thnh cm n!


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ho tro truc tuyen 0.688 de tim dia diem giao dich 0.674 lo bi mat cap tien 0.871lo nguoi khac gia mao thong

tin 0.834lo nguoi khac biet thong tin 0.825 yen tam khi su dung 0.706 kiem soat tai chinh hieu qua 0.677 thoai mai khi su dung 0.667 thuc hien giao dich de dang 0.656 nhanh chong su dung thanh

thao 0.824thao tac don gian 0.735de dang thuc hien yeu cau

cua nguoi su dung 0.651nang cao hieu qua cong viec 0.812

tiet kiem thoi gian 0.772 Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.

a. Rotation converged in 7 iterations.

Component Score Coefficient Matrix Component 1 2 3 4 5

Lo nguoi khac biet thong tin -0.015 0.36 0.047 -0.063 -0.049 Lo bi mat cap tien -0.02 0.388 0.106 0.005 -0.056 Lo nguoi khac gia mao thong tin 0.045 0.356 0.032 -0.049 -0.002 Khong ai huong dan su dung 0.292 -0.029 0.027 -0.071 -0.07 Thay nguoi khac dung truoc 0.268 -0.013 0.111 -0.043 -0.182 Ho tro truc tuyen 0.276 -0.054 -0.209 -0.089 0.277 De tim dia diem giao dich 0.258 0.056 -0.117 0.201 -0.002 De dang nhap hay thoat khoi he thong 0.27 0.06 0.008 0.061 -0.044 De dang thuc hien yeu cau cua nguoi su

dung -0.037 0.088 0.181 0.366 -0.323 Nhanh chong su dung thanh thao 0.024 -0.067 -0.172 0.474 -0.003Thao tac don gian -0.017 -0.086 -0.146 0.409 0.038Thuc hien giao dich de dang -0.071 0.086 0.329 0.02 -0.048 Kiem soat tai chinh hieu qua -0.074 0.075 0.313 -0.08 0.133Tiet kiem thoi gian -0.042 -0.039 -0.05 -0.046 0.473 Nang cao hieu qua cong viec -0.002 -0.013 -0.015 -0.122 0.504Thoai mai khi su dung 0.032 -0.006 0.352 -0.153 -0.029Yen tam khi su dung 0.018 -0.058 0.351 -0.088 -0.068


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PH LC 4: PHN TCH HM HI QUYCorrelations.

GT T TN NT1 RR TMM DSD IL DGT Pearson Correlation -.166* -.173* .219**

Sig. (2-tailed)N

T Pearson Correlation-.166* .643**Sig. (2-tailed)

NTN Pearson Correlation-.173* .643** -0.104 -0.057

Sig. (2-tailed)N

NT1 Pearson CorrelationSig. (2-tailed)

NRR Pearson Correlation -0.104 -0.116Sig. (2-tailed)

NTMM Pearson Correlation.219** -0.057 .329**

Sig. (2-tailed)N

DSD Pearson Correlation .235**Sig. (2-tailed)

NIL Pearson Correlation .352**

Sig. (2-tailed)N

D Pearson Correlation -0.116 .329** .235** .352**Sig. (2-tailed)

N*. 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 Mean Square Sig.

Regression 51.134 6.392 9.209 .000a

report ebanking final

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