Consumer Lending Activity Results at the Branch of the Bank for Agriculture and Rural Development, Dien Khanh District, Khanh Hoa Over 3 Years (2011 - 2013):

- The branch must conduct the first inspection of loan use after disbursement (including loans within the lending authority and loans beyond the authority) no later than 30 days from the first disbursement date for individuals and households residing in Dien Khanh town and no later than 60 days for individuals and households in rural communes.

- Check and monitor the current status, fluctuations, changes in loan collateral (quantity, value, etc.), and progress of completion of collateral formed from loan capital.

- Check the borrower's income source; evaluate progress and ability

pay off debt

- Collect information and perform customer rating according to regulations.

of Vietnam Bank for Agriculture and Rural Development.

- Determine the level of customer damage when force majeure occurs.

Handling through inspection and supervision: Depending on the level of customer violations through inspection and supervision results, the branch has the right to consider and decide to temporarily suspend disbursement, terminate loans, collect debts before due date, or initiate lawsuits and denounce violations before the law according to each case of customer violations.

Credit file management, loan accounting, debt collection: According to the regulations of the Vietnam Bank for Agriculture and Rural Development, the staff of the accounting department are the transaction officers who perform loan accounting, debt collection and manage credit files according to the current regulations of the Vietnam Bank for Agriculture and Rural Development. The treasury staff manages the documents on assets. The loan management staff manages the remaining documents of the loan file.

Liquidation of credit contracts and loan guarantee contracts:

When the customer pays off the debt, the CBTD will coordinate with the accounting department to compare and check the amount of principal, interest, fees, etc. to settle the loan. When the borrower has paid off the principal and interest, the credit contract will automatically expire and the parties do not need to make a contract liquidation record. If the borrower requests, the CBTD will draft a contract liquidation record and submit it to the Head of Credit Control and the Head of Credit will submit it to the leader to sign the liquidation record.

Release of collateral:

- In case the customer fully fulfills the obligations secured by the collateral: the transaction officer performs the asset release procedure and prepares a Warehouse Release Note to transfer to the treasury department to carry out the warehouse release procedure and hand over the asset records according to regulations.

- In case the customer partially fulfills the debt repayment obligation: the transaction officer receives the mortgage release request from the business processing department and performs the mortgage release as in the above case.

2.3.2.2 Borrowing principles:

Borrowers of the Bank for Agriculture and Rural Development Branch of Dien Khanh District, Khanh Hoa must ensure the following principles:

- Use loan capital for the correct purpose stated in the credit contract.

- Repay the principal and interest of the loan in full and on time as agreed in the credit contract.

2.3.2.3 Loan purpose:

The Dien Khanh Khanh Hoa branch of NHNo&PTNT provides loans to meet all legitimate spending needs of customers. According to statistics at the branch, customers have consumer loan needs for the following main purposes:

- Loans to meet the needs of purchasing vehicles for work, study, travel

again.

- Loans to serve the needs of buying houses, land use rights, construction needs

building, repairing and upgrading houses.

- Loans to meet the needs of purchasing household items.

- Other consumer needs: studying abroad, medical treatment, travel...

2.3.2.4 Loan conditions:

The Dien Khanh Khanh Hoa District NHNo&PTNT Branch considers and decides to provide consumer loans when customers meet the following conditions:

- Have civil legal capacity, civil conduct capacity and responsibility

civil according to the law.

+ Households and individuals residing (permanent or temporary) in Dien Khanh district. In case the borrower is outside the district, the Director of the Provincial Branch will consider and decide.

+ Borrowers must have civil legal capacity and civil conduct capacity according to the provisions of the Civil Code.

+ The household representative to transact with the bank is the head of the household or the representative authorized by the head of the household. The representative of the household must have civil legal capacity and civil conduct capacity according to the provisions of the Civil Code.

- Legal purpose of loan use.

- Have financial capacity to ensure debt repayment within the committed period.

 The equity capital participating in the loan plan for living needs is at least 30% of the total capital demand and must be the customer's actual equity capital, not counting capital considered as equity.

 Have a stable source of income to repay debt.

 No group 4, group 5 debt at Vietnam Bank for Agriculture and Rural Development and other organizations

other credit

- Have a feasible and legal service plan

- Implement loan security measures according to the provisions of law and of the Vietnam Bank for Agriculture and Rural Development.

Particularly for individual customers who borrow capital without collateral, the source of debt repayment is salary, allowances and other income paid by the working unit and borrowing through overdraft limit method, the following additional conditions are required:

- Have a payment account and use a debit card of the Bank for Agriculture and Rural Development of Dien Khanh district, Khanh Hoa, and receive salary through the payment account of the Bank for Agriculture and Rural Development of Dien Khanh district, Khanh Hoa.

- Have a labor contract term of 12 months or more and have paid social insurance for at least 12 months (for employees of the Vietnam Bank for Agriculture and Rural Development, the minimum social insurance payment period is 6 months), and is valid longer than the loan term.

- Have a stable income to ensure the ability to repay the bank; commit to agree to let the agency or unit where the lender works to deduct income/Vietnam Bank for Agriculture and Rural Development deduct the borrower's deposit account opened at Vietnam Bank for Agriculture and Rural Development in Dien Khanh, Khanh Hoa to repay the debt periodically as agreed or when the borrower violates the lending regulations; be confirmed by the agency or unit where the lender works on the loan contract, and at the same time sign a Responsibility Contract/Commitment with Vietnam Bank for Agriculture and Rural Development in Dien Khanh, Khanh Hoa to pay salaries and income through the account opened at Vietnam Bank for Agriculture and Rural Development in Dien Khanh, Khanh Hoa or commit to deduct salary to repay the debt to the bank before paying salaries to employees.

- Customers whose agencies or units pay salaries but do not pay through accounts at the Bank for Agriculture and Rural Development of Dien Khanh district, Khanh Hoa, do not have outstanding loans for consumer and living expenses with repayment sources from salaries and allowances at other credit institutions and commercial banks at the time of establishing the loan relationship.

- The borrower and the salary payer have no overdue/bad debts at any credit institution.

any credit institution at the time the borrower establishes a loan relationship.

2.3.2.5 Loan application documents:

For households and individuals borrowing capital to serve their consumption needs, the loan application file prepared by the bank and the customer is as follows:

Legal documents:

- Identity card or passport, household registration book to compare with loan application and keep a photocopy;

- Power of attorney (if any) for the representative (other family member) to transact with the bank.

Loan application:

- Loan application and loan plan for living needs.

- For customers who are salaried employees, customers who borrow capital to serve their living needs must have documents proving a stable source of income (confirmation from the labor management agency or income payment management agency...). The bank can

Agreement (in writing) with the borrower and the above agencies on the borrower authorizing the agency or unit to deduct its income to pay the debt to the bank;

- Appraisal report (according to the prescribed form for each type);

- Report to superior bank (if any).

- Types of notifications: Loan approval notice, loan rejection notice

loan, debt due notice, overdue debt…;

- Credit contract;

- Minutes of inspection after lending;

- Minutes of determining debt with force majeure risk (in case of debt with risk);

- Other documents.

TSBĐ profile:

- Relevant documents to prove the legality and value of the collateral as prescribed (Certificate of land use rights, Certificate of property ownership, Property insurance contract, Confirmation of property being a house attached to land use rights, report on progress of property formation in case of receiving mortgage with future property...).

- Loan guarantee contract and documents related to the contract;

2.3.2.6 Loan amount:

Customers borrow capital for consumer needs to serve their living needs.

Borrow up to 70% of total capital needs.

- For loans secured by assets, the maximum loan amount of the bank is 75% of the value of the collateral for real estate assets and 50% for movable assets. If the asset is secured by a valuable document, the loan amount depends on the value of the collateral document on the principle that the value of the collateral at the time the loan matures (including cases of early withdrawal) is sufficient to pay the entire loan amount, interest and other fees (if any).

- For loans without collateral, the source of debt repayment is salary and income, the maximum loan limit is not more than 15 months of income from salary, allowances and other income of the borrower.

2.3.2.7 Loan interest rate:

CVTD interest rates are agreed upon between the bank and the customer and recorded in the Credit Contract, including interest rates during the term and interest rates applied to overdue debts.

Based on the lending interest rate framework calculated and issued by the provincial bank, the branch stipulates lending interest rates suitable to actual conditions in the locality for customers according to different loan terms.

Currently, the CVTD interest rate that banks are applying to short-term loans

The interest rate for term loans is 12%/year, for medium and long term loans is 13%/year.

The interest rate applied to overdue debt is decided by the branch director based on the principle of being higher than the term interest rate but not exceeding 150% of the term interest rate signed or adjusted in the Credit Contract.

To limit risks in consumer lending activities due to long loan terms, the branch applies floating interest rates, with a minimum adjustment period of 3 months to suit the interest rate fluctuations of the market at each period and the regulations of the State Bank.

2.3.3 Results of consumer lending activities at the branch of NHNo&PTNT Dien Khanh district, Khanh Hoa over 3 years (2011 - 2013):

The CVTD activities at the branch of the NHNo&PTNT Dien Khanh Khanh Hoa district started in 2000 with lending to officers and employees without collateral, debt collection from monthly salaries to implement the Government's stimulus policy, improve the lives of officers and employees, and promote production development.

Loans without collateral are only applicable to employees working in enterprises, administrative agencies, armed forces... ensuring debt repayment from salary and income according to regulations in Document No. 1090/NHNo - TD of the Bank for Agriculture and Rural Development of Khanh Hoa province. For other households and individuals, collateral is required.

The situation of CVTD activities is specifically analyzed through the data in table 2.9 as follows:

Table 2.9: Consumer lending activities at branches

Bank for Agriculture and Rural Development of Dien Khanh district, Khanh Hoa (2011 - 2013)

Unit: million VND

INDICATORS

Year						Compare
2011		2012		2013		2012/2011		2013/2012
GT	%	GT	%	GT	%	(+/-)	%	(+/-)	%
SALES LOAN	337,457	100	343,611	100	333,586	100	6.154	1.82	-10.025	-2.92
In which: CVTD	42,878	12.71	45,179	13.54	57,186	17.14	2.301	5.37	12,007	26.58
SALES DEBT COLLECTION	344,598	100	341,233	100	321,941	100	-3.365	-0.98	-19,292	-5.65
In which: CVTD	49,510	14.37	40,955	12.72	47,952	14.89	-8.555	-17.28	6,997	17.08
Outstanding Debt	241,566	100	243,944	100	255,589	100	2,378	0.98	11,645	4.77
In which: CVTD	22,688	9.39	26,912	10.53	36,146	14.14	4,224	18.62	9,234	34.31
BAD DEBT	3,717	100	3.152	100	2,184	100	-565	-15.20	-968	-30.71
In which: CVTD	299	8.04	150	6.87	103	4.72	-149	-49.83	-47	-31.33

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At the end of the survey, after checking and eliminating erroneous questionnaires, the study collected 858 complete questionnaires, equivalent to a rate of about 78%. In addition, the research subjects of the thesis are only people who are using mobile phones, so people who do not use mobile phones are not within the scope of the thesis, therefore, the questionnaires with the option of not using mobile phones were excluded from the scope of analysis. The number of suitable survey questionnaires included in the statistical analysis was 835. 4.1 Demographic characteristics of the sample The structure of the survey sample is divided and statistically analyzed according to criteria such as gender, age, occupation, education level and personal income. (Detailed statistical table in Appendix 6) - Gender structure: Of the 835 completed questionnaires, 49.8% of respondents were male, equivalent to 416 people, and 50.2% were female, equivalent to 419 people. The survey results of the study are completely consistent with the gender ratio in the population structure of Vietnam in general and Hanoi in particular (Male/Female: 49/51). - Age structure: 36.6% of respondents are <23 years old, equivalent to 306 people. People from 23-34 years old accounting for the highest proportion: 44.8% equivalent to 374 people, people aged 35-45 and >45 are 70 and 85 people equivalent to 8.4% and 10.2% respectively. Looking at the results of this survey, we can see that the young people - youth account for a large proportion of the total number of people participating in the survey. Meanwhile, the middle-aged people including two age groups of 35 - 45 and >45 have a low rate of participation in the survey. This is completely consistent with the reality when Mobile Marketing is identified as a Marketing service aimed at young people (people under 35 years old). - Structure by educational level: among 835 valid responses, 541 respondents had university degrees, accounting for the highest proportion of ~ 75%, 102 had secondary school degrees, ~ 13.1%, and 93 had post-graduate degrees, ~ 11.9%. - Occupational structure: office workers and civil servants are the group with the highest rate of participation with 39.4%, followed by students with 36.6%. Self-employed people account for 12%, retired housewives are 7.8% and other occupational groups account for 4.2%. The survey results show that the student group has the same rate as the group aged <23 at 36.6%. This shows the accuracy of the survey data. In addition, the survey results distributed by occupational criteria have a rate almost similar to the sample division rate in chapter 3. 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(Table 4.1) Table 4.1: Time spent using mobile phones Frequency Ratio (%) Valid Percentage Cumulative Percentage Alid <1 year 5 .6 .6 .6 1-3 years 194 23.2 23.2 23.8 4-10 years 571 68.4 68.4 92.2 >10 years 65 7.8 7.8 100.0 Total 835 100.0 100.0 The survey indexes on the time of using mobile phones of consumers in the inner city of Hanoi are very impressive for a developing country like Vietnam and also prove that Vietnamese consumers have a lot of experience using this high-tech device. Moreover, with the majority of consumers surveyed having a relatively long time of use (4-10 years), it partly proves that mobile phones have become an important and essential item in people's daily lives. When asked about the mobile phone network they are using, 31% of respondents said they are using the network of Vietel company, 29% use the network of of Mobifone company, 27% use Vinaphone company's network and 13% use networks of other providers such as E-VN telecom, S-fone, Beeline, Vietnammobile. 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(Table 4.5) Table 4.5: Number of SMS messages received per day Frequency Ratio (%) Valid Percentage Cumulative Percentage Valid <3 news 175 21.0 21.0 21.0 3-10 news 436 55.0 55.0 76.0 >10 news 197 24.0 24.0 100.0 Total 835 100.0 100.0 When comparing the data of the two result tables 4.4 and 4.5, we can see the reasonableness between the ratio of the number of messages sent and the number of messages received daily by the interview participants. 4.3 Current status of SMS advertising and Mobile Marketing According to the interview results, in the 3 months from the time of the survey and before, 94% of respondents, equivalent to 785 people, said they received advertising messages, while only a very small percentage of 6% (only 50 people) did not receive advertising messages (Table 4.6). 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• Evaluation of consumer lending quality at Joint Stock Commercial Bank for Foreign Trade of Vietnam, Hue Branch - 5
• Results of Lending Activities for Employment at the Vietnam Bank for Social Policies, Hanoi Branch in the Period 2018-2021
• Expanding consumer lending activities at the Joint Stock Commercial Bank for Investment and Development, Thang Long Branch - 8
• Solutions to promote consumer lending activities at Lien Viet Post Joint Stock Commercial Bank - Dong Do Branch - 12

(Source: Branch's business performance summary report

Bank for Agriculture and Rural Development of Dien Khanh district)

Chart 2.10: Consumer lending activities at branches

Loan sales Debt collection sales Outstanding debt Bad debt

60,000

50,000

40,000

30,000

20,000

10,000

0

2011

2012

2013

million dong

NHNo&PTNT Dien Khanh district, Khanh Hoa (2011-2013)

2.3.3.1 In terms of loan turnover:

Consumer loan sales have been increasing steadily over the years, peaking in 2015.

2013, specifically as follows:

- Consumer loan turnover in 2011 was 42,878 million VND, accounting for 12.71% of the branch's total loan turnover.

- Consumer loan turnover in 2012 was 45,179 million VND, an increase of 2,301 million VND, equivalent to an increase of 5.37% compared to 2011, accounting for 13.54% of the branch's total loan turnover.

- In 2013, consumer loan turnover reached 57,186 million VND, an increase of

12,007 million VND with an increase rate of 26.58% - the highest increase rate in 3 years, accounting for

accounting for 17.14% of total loan turnover at the branch.

In recent years, Vietnam's economy has been in a state of instability with a period of hot growth lasting from November 2010 to February 2011, leading to increased inflation and a constant high level (reaching a peak of 23% in August 2011), and the prices of essential goods have continuously increased, which has had a significant impact on people's psychology in spending and shopping.

Faced with that situation in February 2011, the Government announced a series of measures to stabilize the economy and ensure social security - partly expressed through Resolution

11. This partly helps people feel secure and access consumer loan packages from banks.

Therefore, from the branch's data, we can see that although the loan turnover of the entire branch has an unstable increase or decrease, the consumer loan turnover has increased over the years. This is a positive signal showing that the Government's stabilization policy has proven its effectiveness and at the same time shows that consumer credit brings profits to the bank.

However, with the current economic development of Dien Khanh district, along with the formation of Nam Song Cai Urban Area in the future, the ability to expand consumer lending in the area is very large.