Thank you very much for your cooperation!
APPENDIX 2: DESCRIPTIVE STATISTICS
Appendix 2.1 – Descriptive statistics of survey subjects
Statistics
Age | sex | Learning | Income | Workplace | |
N Valid Missing | 310 0 | 310 0 | 310 0 | 310 0 | 310 0 |
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Age
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Valid | Under 20 | 35 | 11.3 | 11.3 | 11.3 |
Tu 20 - 30 | 79 | 25.5 | 25.5 | 36.8 | |
Tu 31 - 45 | 95 | 30.6 | 30.6 | 67.4 | |
Tu 46 - 60 | 74 | 23.9 | 23.9 | 91.3 | |
Above 60 | 27 | 8.7 | 8.7 | 100.0 | |
Total | 310 | 100.0 | 100.0 |
sex
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Valid | Male | 153 | 49.4 | 49.4 | 49.4 |
Woman | 157 | 50.6 | 50.6 | 100 | |
Total | 310 | 100.0 | 100.0 |
Learning
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Valid | College, University | 146 | 47.1 | 47.1 | 47.1 |
After college | 76 | 24.5 | 24.5 | 71.6 | |
High school | 43 | 13.9 | 13.9 | 85.5 | |
Go to basic school | 45 | 14.5 | 14.5 | 100.0 | |
Total | 310 | 100.0 | 100.0 |
Income
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Valid | Under 2 million dong/month | 54 | 17.4 | 17.4 | 17.4 |
From 2-3 million VND/month | 85 | 27.4 | 27.4 | 44.8 | |
From 3-5 million VND/month | 96 | 31.0 | 31.0 | 75.8 | |
Over 5 million dong/month | 75 | 24.2 | 24.2 | 100.0 |
Total
310
100.0
100.0
Workplace
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Valid | Private enterprise | 62 | 20.0 | 20.0 | 20.0 |
Foreign business | 40 | 12.9 | 12.9 | 32.9 | |
Teachers, employees | 68 | 21.9 | 21.9 | 54.8 | |
State-owned enterprise | 64 | 20.6 | 20.6 | 75.5 | |
Students | 21 | 6.8 | 6.8 | 82.3 | |
Other | 55 | 17.7 | 17.7 | 100.0 | |
Total | 310 | 100.0 | 100.0 |
Appendix 2.2 – Descriptive statistics of scale components
Appendix 2.2.1 – Reliability analysis
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
ATM services provided | |||||
Always measure accurately and quickly | 310 | 1 | 5 | 3.78 | .930 |
ATM service is always safe, | |||||
profit in money transaction | 310 | 1 | 5 | 3.96 | .873 |
ATM service is easy to use for everyone | 310 | 1 | 5 | 3.90 | .924 |
ATM is always clean, no | |||||
dust, dust storm, storm surge, security | 310 | 1 | 5 | 3.81 | .894 |
environment | |||||
Time of operation | |||||
ATM is open 24/7 | 310 | 2 | 5 | 3.77 | .903 |
The ATM is a tool | |||||
(withdrawal and payment) | |||||
goods, services) safe | |||||
safe, profitable and convenient for the owner to use money | 310 | 1 | 5 | 3.71 | .954 |
mine in a locked way | |||||
study | |||||
Valid N (listwise) | 310 |
Appendix 2.2.2 – Analysis of rapid response capability
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
All transactions above | |||||
ATM is always done quickly | 310 | 1 | 5 | 3.67 | 1,053 |
All transactions above | |||||
ATM never has bad signal or service | 310 | 1 | 5 | 3.80 | .994 |
slow down | |||||
All transactions above | |||||
ATM customer assurance | |||||
can make transactions quickly without | 310 | 1 | 5 | 3.64 | .988 |
have to wait long | |||||
All transactions above | |||||
ATM if difficult, | |||||
Vuong Mac bank staff will help you every step of the way. | 310 | 1 | 5 | 3.61 | .972 |
case | |||||
When customers need information | |||||
urgent information and advice, | |||||
ATM service staff always try to respond immediately | 310 | 1 | 5 | 3.52 | 1,036 |
immediately | |||||
Valid N (listwise) | 310 |
Appendix 2.2.3 – Assurance Analysis
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
Customer account information | |||||
ATM service always ensures fast and accurate updates. | 310 | 1 | 5 | 3.91 | 1,015 |
When making a transaction, the customer | |||||
You can be completely confident that your personal information will always be respected. | 310 | 1 | 5 | 3.86 | 1,044 |
in, keep secret | |||||
ATM machine location in Tuan Thu Tinh | |||||
Technical safety. Safe, highly serviceable, convenient | 310 | 1 | 5 | 3.87 | .973 |
and optical | |||||
ATM service ensures that the transaction is in accordance with bank regulations. | 310 | 2 | 5 | 3.72 | .844 |
ATM card service quality guaranteed 24/7 daily | 310 | 1 | 5 | 3.60 | .956 |
Valid N (listwise) | 310 |
Appendix 2.2.4 – Insight Analysis
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
ATM service staff always available | |||||
present event, respect everyone necessary transaction requirements | 310 | 1 | 5 | 3.95 | .916 |
customer | |||||
When customers encounter problems | |||||
ATM card service or ATM tree | |||||
Bank staff always have a way to help customers solve problems. | 310 | 1 | 5 | 3.91 | .978 |
fastest square | |||||
Square or rectangle | |||||
Quality service is received | |||||
Guidance and complaint resolution, reasonable, fair and quick handling | 310 | 1 | 5 | 3.83 | .981 |
husband | |||||
There are instructions for using the service. | |||||
ATM and clearly write the ATM number; | |||||
Address and contact phone number of ATM manager | 310 | 1 | 5 | 3.71 | .921 |
to contact if necessary | |||||
Valid N (listwise) | 310 |
Appendix 2.2.5 – Tangible Element Analysis
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
ATM location | |||||
in a suitable location, convenient to the needs | 310 | 1 | 5 | 3.58 | 1.001 |
user | |||||
ATM service equipment | |||||
always favorable for everyone | 310 | 1 | 5 | 3.74 | .976 |
wall | |||||
ATM Manager | |||||
regular supply and | |||||
timely information | |||||
new service, easy to understand instructions | 310 | 1 | 5 | 3.53 | 1,026 |
(service manual...) | |||||
ATM service | |||||
Image displayed on computer | |||||
ATM is suitable for everyone | |||||
banking operations and information | 310 | 1 | 5 | 3.60 | .972 |
full | |||||
Valid N (listwise) | 310 |
Appendix 2.2.6 – Image analysis
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
The ATM is a gate | |||||
information provided very easy, ok | 310 | 1 | 5 | 3.77 | 1,005 |
many people use | |||||
ATM location | |||||
suitable, suitable, good quality | 310 | 1 | 5 | 3.73 | 1,067 |
Three-dimensional optical logo | |||||
beautiful ATM photo, attractive appearance | 310 | 1 | 5 | 3.83 | .831 |
Valid N (listwise) | 310 |
Appendix 2.2.7 – General assessment
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
In general, Mr./Mrs. | |||||
all with the same quality service | 310 | 1 | 5 | 3.64 | 1,045 |
ATM | |||||
In general, Mr./Mrs. | |||||
Totally satisfied with transfer fees and ATM fees | 310 | 1 | 5 | 3.51 | 1,070 |
In general, Mr./Mrs. | |||||
completely satisfied with the quality of ATM card service | 310 | 1 | 5 | 3.66 | .998 |
Valid N (listwise) | 310 |
APPENDIX 3 - CARD SERVICE FEES (VND)
(Issued with Decision No. 0095/QD-QLRR
March 12, 2012 by the Director of Hoa Binh Investment and Development Bank)
G.1 ATM CARD SERVICE FEES
G.1A CARD ISSUANCE (Fees do not include VAT)
Fee code
STT | Fees | Applicable fees | |||||||
Silver Class | Gold Class | Platinum Class | |||||||
Main card | Supplementary card | Main card | Supplementary card | Main card | Supplementary card | ||||
1 | First Release | ||||||||
CN1G | 1.1 | BIDV Moving Card | 30,000 | 30,000 | |||||
CN2G | 1.2 | BIDV eTrans salary card (01 card only) | 50,000 | ||||||
CN3G | 1.3 | BIDV eTrans universal card | 50,000 | 50,000 | |||||
CN4G | 1.4 | BIDV Harmony Card | 100,000 | 100,000 | |||||
2 | Reissue fee (due to damage, loss, forgotten PIN, card class change) | ||||||||
CN5G | 2.1 | BIDV Moving Card | 20,000 | 20,000 | |||||
CN6G | 2.2 | eTrans salary card (01 card only) | 30,000 | ||||||
CN7G | 2.3 | Universal eTrans Card | 30,000 | 30,000 | |||||
CN8G | 2.4 | BIDV Harmony Card | 50,000 | 50,000 | |||||
G.1B CARD USE (Fees do not include VAT)
Fee code
STT | Fee Type | Fees | Minimum ST | Maximum ST | |
1 | Annual fee | 50,000 VND/card/year | |||
CN20G | 2 | Card reactivation fee | 5,000 VND/time | 10,000 VND/time | |
CN21G | 3 | Fee for changing linked account | 5,000 VND/account change | 10,000 VND/change change account | |
CN22G | 4 | Card closing fee | 0 VND/card | 30,000 VND/card |
G.1C ATM SERVICE FEE (Fee includes VAT)
Fee code
STT | Fee Type | Fees | Minimum ST | Maximum ST | ||
I | At BIDV ATM | |||||
1 | Cash withdrawal fee | ||||
CN23G | 1.1 | Card issued by BIDV | Free of charge | ||
CN24G | 1.2 | Cards issued by other banks connected to Banknetvn | BIDV: Free NHPHT collects: 3,300 VND/transaction | ||
CN25G | 1.3 | VISA, PLUS cards issued by domestic banks Country of issue | 20,000 VND/transaction | ||
CN26G | 1.4 | VISA, PLUS cards issued by foreign banks | 20,000 VND/transaction | ||
2 | Transfer fee within the same card issuing bank system | ||||
CN27G | 2.1 | Card issued by BIDV | 0.05%/transfer amount + VAT | 2,200 VND | 22,000 VND |
CN28G | 2.2 | Cards issued by other banks connected to Banknetvn | BIDV: Free NHPHT: according to fee collection policy of NHPHT (minimum 1,650 VND/transaction) | ||
3 | Account balance check fee | ||||
CN29G | 3.1 | Card issued by BIDV | Free of charge | ||
CN30G | 3.2 | Cards issued by other banks connected to Banknetvn | BIDV: Free NHPHT collects: 1,650 VND/transaction | ||
CN31G | 3.3 | VISA, PLUS cards (issued by domestic and foreign banks) (Outside the country of issue) | Free of charge | ||
4 | Fee for printing abridged statement | ||||
CN32G | 4.1 | Card issued by BIDV | Free of charge | ||
CN33G | 4.2 | Cards issued by other banks connected to Banknetvn | BIDV: Free NHPHT collects: 1,650 VND/transaction | ||
CN34G | 5 | Fee for requesting transfer of money into term savings account | Free of charge | ||
CN35G | 6 | Account statement printing request fee | 5,500 VND/time | ||
CN36G | 7 | Checkbook issuance request fee | 9,900 VND/time | ||
8 | Other service fees | ||||
CN37G
8.1 | Pay EVN, VNPT Hanoi bills, buy/pay BIC/AIA insurance, pay for Vietnam Airlines, Jetstar Pacific, Air Mekong airline tickets | Free of charge | ||||
CN38G | 8.2 | Top up prepaid mobile subscribers – BIDV VnTopup | Free of charge | |||
CN39G | 8.3 | Top up Vn-Mart e-wallet | Free of charge | |||
II | BIDV cards transact at ATMs of other banks connected to Banknetvn | |||||
CN40G | 1 | Cash withdrawal fee | 3,300 VND/transaction | |||
CN41G | 2 | Internal transfer within BIDV | BIDV charges: 3,850 VND/transaction Banknetvn collects: 1,650 VND/transaction | |||
CN42G | 3 | Account balance check fee | 1,650 VND/transaction | |||
CN43G | 4 | Fee for printing abridged statement | 1,650 VND/transaction | |||