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研究生:黃氏秋杏
研究生(外文):Huynh Thi Thu Hanh
論文名稱:A study on the Bank Card Payment Services in Term of Customer’s Convenience in Vietnam.
論文名稱(外文):A study on the Bank Card Payment Services in Term of Customer’s Convenience in Vietnam.
指導教授:王昭雄王昭雄引用關係
學位類別:碩士
校院名稱:樹德科技大學
系所名稱:金融與風險管理系碩士班
學門:商業及管理學門
學類:財務金融學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:英文
論文頁數:65
中文關鍵詞:N/A
外文關鍵詞:Bank card payment serviceCustomer Convenience.
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Nowadays, bank card payment service is not only important but also necessary for developing countries. This study has focused bank card payment service in term of customer''s convenience in Viet Nam by new and model products services. Bank card payment service is more develop more in the Viet Nam country and world.
This study focuses on what factors effecting customer’s willing to buy service. A research framework which based on the DeLone and McLean Information System Success (D&;M IS) model for evaluating product characteristic, degree of involvement, brand image and perceived value was developed to identify the factors can affect the customer intention to buy. A diverse sample from people who used to buy Bank card service in Ho Chi Minh City was used to test the model. Statistical Package is Social Science version 15.0 (SPSS) to do the factor analysis to fit questionnaire with the content and range of the research. The findings from respondent data show that customers’ involvement has direct positive affect on perceived value. Evidences also show that service quality deeply involved in process of revenue decision making, the company needs to focus on brand built strategy to attract more customers to get profit bring customer convenience.


Table of Contents
Abstract i
Acknowledgements ii
Table of Contents iii
List of Tables vi
List of Figures vii
Chapter 1: INTRODUCTION 1
1.1Research Background. 1
1.1.1 Bank card payment concept: 1
1.1.1.1 Face before of card: 1
1.1.1.2 Face behind the card: 1
1.1.1.3 Kind of issued card. 2
1.1.1.4 Kind of credit limit. 2
1.1.2 Customer’s convenience concept: 2
1.1.2.1 Factors are not satisfied. 3
1.1.2.2 Factors moderate. 3
1.1.2.3 Satisfaction factors. 3
1.2 Research objective. 4
1.3 Research Purpose and Research Question. 4
1.3.1Satisfy about advantage of bank card payment service. 5
1.3.2Improving &; innovation bank card payment service quality. 5
1.4 Conceptual Framework. 5
1.5 Significance of the study. 5
1.6 Organization of the Thesis. 6
Chapter 2: LITERATURE REVIEW 7
2.1 Research Background. 7
2.2 Technology Acceptance Model: 9
2.3 Customer convenience concept: 11
Chapter 3: RESEARCH METHODOLOGY 15
3.1 Research Design. 15
3.2 Theoretical Framework and Summarization of Hypothesis: 15
3.2.1 Research Framework. 15
3.2.2 Summarization of Hypothesis: 16
3.2.2.1 The relationship between usefulness and customer convenience. 18
3.2.2.2 The relationship between ease of use and bank card service customer convenience. 20
3.2.2.3 The relationship between reliability and bank card service customer convenience. 20
3.2.2.4 The relationship between improvement and customer convenience. 20
3.2.2.5 The relationship between security and customer convenience. 20
3.2.2.6 The relationship between responsiveness and customer convenience. 20
3.3 Measurement of Variables: 21
3.3.1 Usefulness. 21
3.3.2 Ease of Use. 21
3.3.3 Reliability. 21
3.3.4 Improvement. 21
3.3.5 Security. 21
3.3.6 Responsiveness. 22
3.4 Instrument design: 22
Chapter 4: DATA ANALYSIS AND RESULT 23
4.1 Sample description. 23
4.1.1 Descriptive Statistics of research variables: 23
4.1.2 Descriptive Analysis of Questionnaire Items: 24
4.2 Reliability and Validity Test. 26
4.3 The Result of Hypothesis Test. 32
4.3.1 Relationships between CUS and USE: 32
4.3.2 Relationships between CUS and EOU: 34
4.3.3 Relationships between CUS and REL: 35
4.3.4 Relationships between CUS and IMP: 36
4.3.5 Relationships between CUS and SEC: 38
4.3.6 Relationships between CUS and RES: 39
4.4 Summarize hypothesis test. 40
Chapter 5: CONCLUSIONS AND SUGGESTIONS 42
5.1 Research Conclusions. 42
5.1.1 Explanations on the Level of Acceptance towards to verify the acceptance of BCPCS based on the extended usefulness in this study 42
5.1.1.1 Service individual accounts of commercial banking system developed rapidly. 43
5.1.1.2 Bank cards ECD has become popular in Vietnam. 43
5.1.1.3 Payment via internet banking channel 43
5.1.1.4 Payment through mobile banking channel: 44
5.1.1.5 Channel e-wallet payment: 44
5.1.1.6 Channel payments through Pay pal: 44
5.1.2 The key Factors that Affect the Behavioral Intention of the Bank Customers on the Usage of bank card payment convenience’s service. 45
5.2 Managerial Implications. 47
5.3 Research Limitations and Future Suggestions. 49
5.3.1 Research Limitations. 49
5.3.2 Future Suggestions. 51
5.3.2.1. Development of utility services and payment card issuing banks. 51
5.3.2.3 Development of payment card marketing operations: 52
References 54
Appendix 57
Phụ lục 61


List of Tables

Table 1 Characteristics of the Respondents in this study (n=120). 23
Table 2. Descriptive Analysis for Questionnaire Items (120). 25
Table 3. Total Variance Explained of USE. 27
Table 4. Reliability Statistics of USE. 28
Table 5. Total Variance Explained of EOU. 28
Table 6. Reliability Statistics of EOU 29
Table 7. Total Variance Explained of REL. 29
Table 8. Reliability Statistics of REL. 29
Table 9. Total Variance Explained of IMP. 30
Table 10. Reliability Statistics of IMP. 30
Table 11. Total Variance Explained of SEC. 31
Table 12. Reliability Statistics of SEC. 31
Table 13. Total Variance Explained of RES. 32
Table 14. Reliability Statistics of RES. 32
Table 15. Relationships between CUS and USE. 33
Table 16. Relationships between CUS and EOU. 34
Table 17. Relationships between CUS and REL. 35
Table 18. Relationships between CUS and IMP. 37
Table 19. Relationships between CUS and SEC. 38
Table 20. Relationships between CUS and RES. 39

List of Figures
Figure 1. Disposition of the Thesis 6
Figure 2 Research framework. 16


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