PHÂN TÍCH CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN QUYẾT ĐỊNH SỬ DỤNG DỊCH VỤ INTERNET BANKING CỦA KHÁCH HÀNG CÁ NHÂN TẠI NGÂN HÀNG TMCP NGOẠI THƯƠNG VIỆT NAM.PDF










INTERNET BA











TP.HCM   2013











I



N







TP.HCM  NĂM 





Trong quá trình thc hin lu 
 ng dch v Interne        N 
 n dng kin thc và
vi s i, góp ý cng dn, bn ng nghi thc hin
nghiên cu này.
u ca tôi, các s liu và kt qu trong lun
c.

 0311 m 2013















 1
1.  1
2.  2
3.  2
4.  3
5.  3
6.  3

         
 4
1.1  4
 4
 4

 4
 6
1.1. 6
 8
 8
 9
 10
 10



 10
1.2.2.1 Thu 11
 TPB 11
 13
1.3 
 15
1.3.1 
--Hyun Shon, 2006 15
1.3.2 
a Khalil Md Nor, 2007 16
1.3.3 

2008 18
 19
1.4  
 21
 24
          
         

 25
 25
 25
2.1.2 N
 26
N
Nam 27
2.2.1         N  
 27
2.2.1 27
2.2.1 29



           
 30
2.3 
 36
2.3.1 
Nam 36
2.3.2 
 37
 37
2.3.2.2  39
2.4               
 42
 42
 46
2 48
2.4.3. 48

2.4. 49
 49
2.4 50
2.4 54
2.4.4.1 T 54
2.4.4 55
 63
2.4.4.4 
 68
 73
 
NH
 74



            
Ngo 74
N
Nam 75
3.2.1 
g 75
3.2.1.1            
Banking 75
3.2.1.2 80
3.2.1. 81

 83
3.2.2.1  83
 85

 87
 88
 89






: 




ATM 
EFA : Exploratory Factor Analysis
IB 
KMO  Mayer  Olkin
NHNN 
NHTM 
NHTMCP 
POS : Point of Sale (  )
PR 
Sig 
TAM 
TPB 
TRA : Theory o
TP.HCM 


 19

 31

 33
 
 34
 34
 iB@nking 35
 46
 54
pha 55
 57
 57
 59
2 59
 60

 61
 
 61
 63

 64
 64
 65
 66
2.21 67
: Kt qu phân tích ANOVA v s khác bit ca giá tr trung bình mu
nghiên ca khách hàng 68
Bng 2.23 : Kt qu phân tích ANOVA v s khác bit ca giá tr trung bình mu
nghiên c hc vn ca khách hàng 69
: Kt qu phân tích ANOVA v s khác bit ca giá tr trung bình mu
nghiên ca khách hàng 70












 11
 12
 13
 16
 16
               ,
2007 17

, 2008 18
 19
  42
 46
 62
             
2008  2012 32






1


1. 
 










 B
n (Internet B



             


    

IB
        IB c



2

im

Internet Banking   N
.
2. 
- 



-                



-           
      nhân t  n  s
dng dch v IB ca khách hàng.       


- 
 

3. ,
- 
Internet Banking.
-                

.
-     là các lý thuyt, các nghiên cu v các yu t nh
n  s dng dch v IB c
.
3

- 
.
4. 
-  h th
thc s d tng kt các lý thuyt và các nghiên cu v
các nhân t n  s dng dch v ngân hàng trc tuyn ca
khách hàng.
- ng: c s dng  2 vi các k
thut Cronbach Alpha, phân tích  khám phá (EFA) và phân tích h
 tin cnh mô hình nghiên cu và các gi thuyt
nghiên cu.
5. 
 
- B sung lý thuyt v các yu t  i vi s dng dch
v IB ca khách hàng.

- Phát trin thang u t ng  s dng dch v IB ca
khách hàng.
 
Giúp các nhà nghiên cu, nhà qu din v các
yu t  dng dch v IB c cho
vic honh các chic thu hút khách hàng và phát trin dch v này.
6. 
3:


               

 
 nhân
4


     INTERNET BANKING   

1.1 
1.1.1 
1.1.1.1 


     u này cho phép khách hàng có th truy
nhp t xa các thông tin, thc hin các giao dch thanh toán, tài chính da trên các
tài khoi ngân hàng. 

1.1.1.2 



        




- Dch v ngân hàng ti nhà (Home  Banking): Home  Banking là kênh
phân phi dch v cn t, cho phép khách hàng thc hin hu ht
các giao dch chuyn khon v tài khon) ti nhà,
tn ngân hàng. ng dng và phát trin Home
 Banking là mc tin mau mn ca các NHTM Vit Nam c sc ép rt ln
ca tin trình hi nhp toàn cu v dch v ng v phía khách hàng,
Home  B  i nhng li ích thit thc: nhanh chóng  an toàn 
thun tin. Và khu hich v ngân hàng 24 gi mi ngày, by ngày mi tu
 ln nht mn thng không
5

th c. Hin nay, dch v Home  Banking ti Vic nhiu
ngân hàng ti Vit Nam ng dng và trin khai r   

- Dch v ngân hàng t   n thoi (Phone Banking): Phone 
Banking là h thng t ng tr li hong 24/24, khách hàng nhn vào các phím
n tho yêu cu h thng
tr li thông tin cn thit.  Banking, dch v c cung
cp qua mt h thng máy ch và phn mm qut ti ngân hàng, liên kt vi
khách hàng thông qua ta dch v. Thông qua các phím chc
c, khách hàng s c phc v mt cách t ng hoc thông qua
nhân viên t
- Dch v ngân hàng t n thong (Mobile Banking hay
SMS Banking): Cùng vi s phát trin ca mng, dch v ngân

hàng ti Vi      ng dng nhng công ngh mi này.
Mobile Banking là mt kênh phân phi sn phm dch v ngân hàng qua h thng
mn tho

 nguyên tc mã
hoá, bo mi gia trung tâm x lý ca ngân hàng và thit b ng ca
khách hàng.
- Dch v ngân hàng qua mng Internet (Internet Banking): 
 
ng
hn bt k t c lúc nào. Vi máy tính kt ni Internet, bn s
c cung cng dn các sn phm, các dch v ca ngân hàng.
- ch v th
i ngân
6









- 



-             





- 







                 
7




 Webs ware)
n nht cn t. Hu ht các ngân hàng
khi mi bu xây dng dch v n t u thc hin theo mô hình
này. Các ngân hàng s xây dng mt website nhm qung cáo, ch dn, gii thiu
cho khách hàng nhng thông tin v ngân hàng và các sn phm, dch v do chính
ngân hàng cung cp. Thc ch là mt kênh qung cáo mi mà các
ngân hàng có th tn dng ngoài nhng kênh thông tin truyn t
truyn hình , tt c mi giao dch ca ngân hàng vc thc hin qua h thng
phân phi truyn th
 n t (E  Commerce)
n t, các ngân hàng s dng Intert
kênh phân phi mi cho các dch v truyn th      n,
nhn thông tin giao dch chng khoán. Lúc này, Internet ch t

dch v c to s thun li thêm cho khách hàng. Hu ht, các ngân hàng
va và nh  hình thái này.
 n t (E  Business):
Trong hình thái này, các x n c  phía khách hàng (front  end) và
i qun lý (back  c tích hp vi Internet và các kênh phân
phc phân bit bi s  sn phm và ch
ca ngân hàng vi s phân bit sn phm theo nhu cu và quan h ca khách hàng
i v na, s phi hp, chia s d liu gia hi s ngân hàng
và các kênh phân phng Internet, m
vic x lý yêu cu và phc v   c nhanh   
8

Internet và khoa hc công ngh   liên kt, chia s thông tin gia ngân
 Mt vài ngân hàng tiên tin trên th
ging ti xây dc mt ngân hàng
n t hoàn chnh.
  Bank hay E  Enterprises)
ng ca mt ngân hàng trc tuyn trong nn kinh t
n t, mt s thai hoàn toàn trong mô hình kinh doanh và phong cách qun
lý. Nhng ngân hàng này s tn dng sc mnh thc s ca mng toàn cu nhm
cung cp toàn b các gii pháp tài chính cho khách hàng vi chng tt nht. T
nhu là cung cp các sn phm và dch v hin hu thông qua nhiu
kênh riêng bit, ngân hàng có th s dng nhiu kênh liên lc này nhm cung cp
nhiu gii pháp khác nhau cho tng khách hàng chuyên bit.
1.1.2 
1.1.2.1 K


   



ng.
Kênh p



    ,            
.
Các  ca Internet Banking có th cung cp cho khách hàng
   n kho      n s   n,
9

chuyn khon, tra cu thông tin giao dch Vi Internet Banking, các ngân hàng có
th kt hp vi các doanh nghip bán hàng qua m xây dng cng thanh toán
qua mng. Chính vì th c thanh toán nhanh chóng, tin lng
ln t và thanh toán không dùng tin mt phát trin.
1.1.2.2 

 

         





  







 
     






10

1.2 
1.2.1 









1.2.2 
Mi tiêu dùng có nhng c ra
quynh tiêu dùng sn phm. Nhng quynh này chu ng bi nhiu
nhân t ng quyn s tn ti
và phát trin ca m
vy, vic tìm hiu nhu cu, tìm hi cung ng sn

phm, dch v tt, chng tt, xây dng nhng k ho
nhm tho mãn tu khách hàng là vic làm quan trng thit yu ca mi
ngân hàng.
Trong na cui th k 20, nhiu lý thuy  c hình thành và kim
nghim nhm nghiên ci tiêu dùng trong vinh la chn
sn phm, dch v ba lý thuyt ni tic ng dng trong
nhic nghiên cu là: Thuyng h 
1967), Thuyt hành vi d nh TPB (Ajzen, 1991) và Mô hình chp nhn công ngh
TAM (Davis, 1989). Các lý thuyc công nhn là các công c hu ích
trong vic d c

11

1.2.2.1 Thuyf reasoned action)



Theo lý thuyt TRA, mnh hành vi ca mt cá nhân dn mt hành
vi c thi  i v. Thái
 m giác thích thú (tích cc) hay chán ghét (tiêu cc) ca cá
nhân v mt hành vi c th
 gii thích rng
i s ng theo nh nên làm hoc không
nên làm. Nói cách khác, s ng sa Q nh là cá
nhân có th la chn hành vi c
 thích ca h
(Ajzen & Fishbein, 1980).


: Ajzen & Fishbein, 1980)
1.2.2.2 

y












12


n   i


zen, 1991





li









H1.2: TTPB
: Ajzen, 1991)



 thông qua 


















13


vi. Tuy

1.2.2.3 












H


 
 
 

















14



 




.
 

 

  S  


ST
.
vi: 

             S




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