Current status of short-term lending activities and some solutions to improve the quality of short-term credit services at Vietnam Joint Stock Commercial Bank for Industry and Trade Vietinbank - Branch 12 - 1

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Ho Chi Minh City, June 20, 2016 Student implementation

Do Thi Hong Nhat Hoa

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INDEX

CHAPTER 1: INTRODUCTION 1

1.1 REASONS FOR CHOOSING TOPIC 1

1.2 RESEARCH PURPOSE 2

1.3 RESEARCH QUESTION 2

1.4 SUBJECTS AND SCOPE OF RESEARCH 2

1.5 RESEARCH METHODS 2

1.6 STRUCTURE OF TOPIC 3

CHAPTER 2: GENERAL THEORETICAL BASIS OF SHORT-TERM CREDIT AT COMMERCIAL BANKS 4

2.1 OVERVIEW OF BANK CREDIT 4

2.1.1 Concept of bank credit 4

2.1.2 The nature of bank credit 4

2.1.3 Classification of bank credit 4

2.2 BASIC ISSUES OF SHORT-TERM LENDING ACTIVITIES 6

2.2.1 Concept of short-term lending 6

2.2.2 Characteristics of short-term loans 6

2.2.3 Forms of short-term loans 7

2.2.4 Some general regulations on short-term lending 8

2.2.5 The role of short-term lending 9

2.3 THEORETICAL BASIS OF THE QUALITY OF SHORT-TERM CREDIT ACTIVITIES...

....…................................................................................................................................. 10 2.3.1 Credit performance quality ..........................................................................10

2.3.2 Indicators for assessing the quality of short-term lending activities 11

2.4 FACTORS AFFECTING SERVICE QUALITY 14

2.4.1 Research by Parasuraman et al. 14

2.4.2 Johnston and Silvestro's study 15

2.4.3 Gronroos's study 15

2.4.4 Other studies 15

2.5 RESEARCH MODEL 15

CHAPTER 3: RESEARCH METHODOLOGY 17

3.1 RESEARCH PROCESS 17

3.2 RESEARCH METHODS 17

3.2.1 Qualitative research 17

3.2.2 Quantitative research 18

CHAPTER 4: CURRENT SITUATION AND RESEARCH RESULTS 21

4.1 INTRODUCTION TO VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - BRANCH 12 21

4.1.1 History of formation and development 21

4.1.2 Main business activities 21

4.1.3 Organizational structure 22

4.1.4 Short-term loan products at Vietinbank branch 12 23

4.2 BUSINESS PERFORMANCE AND SITUATION OF VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - BRANCH 12 24

4.2.1 Capital mobilization activities 24

4.2.2 Capital use activities 26

4.2.3 Business performance results at Vietinbank - Branch 12 from 2013-2015 28

4.3 CURRENT STATUS OF SHORT-TERM LENDING ACTIVITIES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - BRANCH 12 29

4.3.1 Some regulations on short-term loans at Vietinbank - Branch 12 29

4.3.2 Short-term lending situation at Vietinbank - Branch 12 from 2013-2015 31

4.3.3 Some indicators to evaluate the quality of short-term loans at Vietinbank - Branch 12...34

4.4 GENERAL ASSESSMENT OF THE QUALITY OF SHORT-TERM LENDING ACTIVITIES OF VIETINBANK - BRANCH 12 41

4.4.1 Achievements 41

4.4.2 Limitations and causes 41

4.5 RESEARCH RESULTS 43

4.5.1 Descriptive analysis 43

4.5.2 Results of scale analysis 46

CHAPTER 5: SOLUTIONS TO IMPROVE THE QUALITY OF SHORT-TERM CREDIT SERVICES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - BRANCH 12 56

5.1 ASSESSMENT OF FACTORS AFFECTING SHORT-TERM CREDIT QUALITY OF VIETINBANK - BRANCH 12 56