NGÂN HÀNG NHÀ NƯỚC VIỆT NAM BỘ GIÁO DỤC VÀ ĐÀO TẠO
TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP. HỒ CHÍ MINH
…………
NGUYỄN ĐĂNG KHÁNH
PHÂN TÍCH CÁC NHÂN TỐ ẢNH HƯỞNG
QUYẾT ĐỊNH SỬ DỤNG INTERNET BANKING
CỦA KHÁCH HÀNG CÁ NHÂN TẠI AGRIBANK-
CHI NHÁNH ĐỒNG NAI
KHÓA LUẬN TỐT NGHIỆP
CHUYÊN NGÀNH TÀI CHÍNH – NGÂN HÀNG
MÃ SỐ: 7340201
TP. HỒ CHÍ MINH
NĂM 2018
NGÂN HÀNG NHÀ NƯỚC VIỆT NAM BỘ GIÁO DỤC VÀ ĐÀO TẠO
TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP. HỒ CHÍ MINH
…………
NGUYỄN ĐĂNG KHÁNH
PHÂN TÍCH CÁC NHÂN TỐ ẢNH HƯỞNG
QUYẾT ĐỊNH SỬ DỤNG INTERNET BANKING
CỦA KHÁCH HÀNG CÁ NHÂN TẠI AGRIBANK-
CHI NHÁNH ĐỒNG NAI
KHÓA LUẬN TỐT NGHIỆP
CHUYÊN NGÀNH TÀI CHÍNH – NGÂN HÀNG
MÃ SỐ: 7340201
NGƯỜI HƯỚNG DẪN KHOA HỌC
TH.S NGÔ SỸ NAM
TP. HỒ CHÍ MINH, NĂM 2018
SUMMARY
These days, under the blossom of the 4.0 technology revolution, there have been
great opportunities and challenges for countries around the world, a large number of
foreign credit institutions with huge capital modern technology, diversified services and
full of experience in the field of banking and finance. Especially, the significant
development of the Internet in the technology-focused era as present has brought many
achievements as well as great difficulties for businesses in all business sectors. This is
also the premise for the development with a range of technology-related services aimed at
meeting the needs of customers optimally. From that development, domestic and foreign
enterprises have collected a large amount of revenue from these services.
In addition, all industries and fields now apply information technology so that
transactions are handled more quickly and conveniently, saving time and money. As for
banking and finance sector, it is no exception that as an intermediary in the buying and
selling of entities in the economy, the application of information technology in banking
services has contributed a great competition and bringing huge benefits to the customers
as well as the banks themselves. Recognizing the importance of this, many banks in
Vietnam such as Agribank, Vietcombank, Vietinbank, BIDV, have applied information
technology to develop and enhance banking services so as to satisfy the diversified needs
of every customer. Specifically, since the beginning of 2003, commercial banks have
launched new products and services, especially electronic banking services. Currently
available electronic banking or e-banking services are: Internet Banking, SMS Banking,
Mobile Banking and so on. From the above services, Internet Banking (IB) by far is one
of the best services provided by banks.
In the time of competition is increasingly fierce, accompanied by the development
of information technology, have opened up many opportunities and challenges for the
Bank in the development of its operations. And Internet Banking was born as a necessity
of that development, it not only brings many prospects for banks but also contains many
difficulties and challenges. It is the best tool in competing among banks. The
characteristics of this type are far superior to traditional forms.
On the other hand, the benefits of IB are very practical and useful, which
gradually builds trust and conquests customers who have the knowledge, skills and
habits. However, there are still a small number of customers who have not paid much
attention to this service. This may be due to the fact that the number of customers using
the Internet is not high or customers have not got the habit or have not really believed in
these new services. To succeed, the problem for banks is to find out the key factors that
make customers approach and decide to use this service. From that case, we have the
right solutions to bring our services closer to our customers and effectively promote our
business.
In the banking system, the Bank for Agriculture and Rural Development of
Vietnam (Agribank) is one of the pioneers in the development of Internet Banking
services and has achieved a certain success. Agribank is one of the banks focused on
innovation investment to serve effectively business management and developing an
advanced banking services network. Agribank has always been at the forefront of
applying automation technology to provide customers with a wide range of services. It is
essential to consider and develop modern banking services like Internet Banking.
Therefore, the determination of the factors affecting the decision of using this service and
improving the quality of Internet Banking services is very necessary.
Based on the above reasons and there is no official study on the motivation of
using Internet Banking at Agribank branch of Dong Nai at the same time. Therefore, the
author decided to select the topic about the Analysis of Factors affecting the decision to
use Internet Banking services of individual customers at Agribank Dong Nai branch.
The purpose of the study was to determine the factors influencing the intention to
use Internet banking of individual customers at Agribank in Dong Nai province in order
to find the most important factor, thereby proposing some recommendations to further
improve the quality of service to bring satisfaction and satisfaction to customers using
Internet Banking at Agribank Dong Nai branch and orientation to develop modern
banking services.
The study has systematized and supplemented the theoretical and practical issues
of Banking, Customers and Internet Banking, TAM adoption model and applying to
study the factors affecting the decision to use IB services of individual customers at
Agribank branch of Dong Nai.
Concurrent studies have identified factors that influence the decision to use IB.
Identify the relationships between factors and factors with the intention of using the IB of
the customer. Accordingly, the decision to use IB services is influenced by five factors,
including the most influential Website-friendly (WT) followed by Attitude (TD);
Perceived Risk (RR); Convenience (TL); Trust (TT).
The model only explains the research at a level of 43% when scaled to the whole.
Causes may also have other influencing factors not yet included in the research model. In
addition, the number of observation variables is small, the relatively small sample size
also affects the study results. Given the limited time constraints, this study is inevitably
limited. However, the results achieved some meaning for the leadership of Vietnam Bank
for Agriculture and Rural Development, Dong Nai Branch in maintaining and developing
Internet Banking.
The study will consist of five chapters with the main contents as follows:
Chapter 1 presents the reasons for selecting topics, research objectives, subjects
and scope of research, methods of research, raising the practical meaning of the topic and
forming the framework of the topic. Through chapter 1, a fundamental foundation has
been built to guide the next step to build theoretical foundations as well as previous
researches related to research topics.
Chapter 2 clarifies the theoretical basis of some concepts such as customer, the
theory of banking services to make a conclusive argument about the benefits that IB
brings, synthesizing the theory of research previously from domestic and foreign studies,
the factors influencing the decision to choose Internet Banking of individual customers at
Agribank branch of Dong Nai according to the fact arising so that offering a research
model officially.
Chapter 3 presents the research methodology used to develop and evaluate scales
and theoretical models of the factors influencing the decision to choose Internet Banking
using the customer assessment. The research methodology is implemented in two steps,
including preliminary research and formal research. Preliminary research uses qualitative
research methodology through group discussion. Through this study, conceptual scales
and definitions are also developed to serve for formal research. The official study uses
quantitative research methodology through direct customer interview technique with
sample size of 150. The next chapter will present the results of the analysis of
information through SPSS 20.0 software.
Presentation of data analysis methods: Preliminary assessment of the scale by Cronbach's
Alpha reliability coefficient, EFA exploratory factor analysis and linear regression
analysis, overall mean test, and variance analysis to assess the differences in the level of
evaluation by individual characteristics.
Chapter 4 presents the measurement results and the research model. The
Cronbach’s Alpha results of the reliability test show that the Cronbach’s Alpha
coefficients for all scales are satisfactory.