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Customer Evaluation Results on Tangible Facilities of Agribank – Minh Hoa District Branch

- Tangible means

Table 2.20: Customer evaluation results on tangible facilities of Agribank - Minh Hoa District Branch


Investigative variables

Rating (%)

Very


Very


Mean


Value


Sig

No No Trung Dong

copper

check


PTHH1: Bank credit officers must dress neatly and politely.

PTHH2: Facilities of

Very modern bank

copper

idea

Agree

comment​

determine


0.0

11.6

39.5

30.2

18.6

3.56

3.00 0.000


0.0


9.3


41.9


41.9


7.0


3.47


3.00 0.000

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Customer Evaluation Results on Tangible Facilities of Agribank – Minh Hoa District Branch

(Source: From the results of processing survey data with SPSS)

Regarding the opinion that the Bank's credit staff have neat and polite uniforms, customers rated them quite highly with an average value of 3.56. The uniforms of the Agribank banking system are designed quite eye-catching and polite, this is no exception for the bank's staff at the Minh Hoa district branch.

Regarding the assessment that the Bank's facilities are very modern, 41.9% of customers rated it as average and 9.3% of customers rated it as disagreeing. This shows that the branch's infrastructure compared to other banks operating in the district is not really much different. This is an issue that Agribank - Minh Hoa District Branch needs to pay attention to and consider in the coming time.

2.4. Comments on research results on credit status and credit quality assessment for banks and customers

2.4.1. Points achieved

Over the years, with efforts and good compliance with documents

State regulations, as well as general regulations on credit activities of

Banking industry, credit service quality of Agribank Minh district branch

Quang Binh Bac Chemistry has achieved some positive results as follows:

- Credit structure has changed in a positive direction.

- The Bank's credit growth is relatively safe, total revenue from credit activities is continuously increasing and accounts for a large proportion of total revenue. The Bank's credit activities are increasingly expanding, reflected in the credit growth rate over the years.

- Regarding the safety of credit activities, the analyzed indicators show that the credit safety at the Bank in recent years has always been ensured quite well, specifically the overdue debt ratio is quite low, although there is an increase due to the adverse impact of the economy, it is still guaranteed at the standard level of the banking system. The unit regularly transfers overdue debts in a timely manner, quarterly classifies assets to set up a risk reserve fund to compensate for bad debts that have been transferred to off-balance sheet, and are no longer recoverable.

- The Bank has focused on providing credit to many economic sectors, especially focusing on individual customers and small and medium enterprises. This is considered quite reasonable given the Bank's capital scale. On the other hand, the credit structure has changed towards developing a multi-sector economy, and focusing on customers with effective and healthy production and business, and investment projects with good prospects.

- Customer service has many innovations to adapt to the market economy, with reasonable customer policies, so the number of customers coming to transact with the Bank is increasing, contributing to increasing mobilized capital, and using services from those customers. This is also reflected more clearly in the regression model results, the response factor has the largest weight of 0.322, showing that customers are very satisfied with the fact that Agribank Minh Hoa Bac Quang Binh branch has met the needs of customers well, the bank's ability to meet customers is highly appreciated.

- The credit products that the Bank provides are relatively diverse, along with the expansion of lending objects, creating conditions for easier access between bank credit capital and customers. However, the regression model results show that the weight of the service capacity factor is 0.216. This reflects that customers have not really appreciated the credit products and services of Agribank Minh Hoa Bac Quang Binh branch. Although the bank has had new products for credit services in particular and banking services in general, the results have not yet achieved higher customer satisfaction. This is a challenge for Agribank Minh Hoa Bac Quang Binh branch to improve new products and promote traditional credit products further.

- In addition, the bank has reasonable customer policies in both mobilization and lending, material incentives for reputable customers, with large transaction values ​​and regular transactions with the bank, and always showing concern for all customers through promotions, giving gifts on holidays, Tet, etc., creating a good impression and increasing the level of friendliness with customers. Thereby, increasing the number of customers, expanding capital mobilization and lending activities.

2.4.2. Limitations

- Overdue debt at the Bank, although at a low level, has tended to increase in recent years. This is a limitation of the Bank, because when overdue debt arises in large or small quantities, it will affect and impact the business activities and income of the Bank.

- Although outstanding loans have increased in recent years, the increase rate is still low. Credit structure has shifted in a positive direction, but there are still overdue debts due to late payment of principal and interest on bank loans and the credit balance structure has not really reached the desired level. Outstanding loans to large customers are still limited.

- The situation of loan interest collection has not yet achieved the highest efficiency, also due to objective and subjective reasons from the Bank and the customers. This rate will increase even higher in the coming years if the Bank

without appropriate reforms and due to the continued impact of the economy

unusual developments

Along with efforts to improve indicators of outstanding debt, overdue debt, etc., banks also need to pay attention to customers' assessments of the level of reliability, tangible means as well as the service capacity that the bank's credit services have provided to customers.

- The rapid development of science and technology in general and banking technology in particular has been creating more and more differences between banks, especially between large banks and small banks. In the banking sector, developing new products is very costly because bank products are intangible products and services and have high technology applications. Although Agribank in general has invested in modern technology, because information technology develops too quickly, sometimes banks find it difficult to keep up and change quickly to keep up with the rapid changes in technology.

- The next issue of concern is human resources and current incentive mechanisms for working at the bank. Although Agribank Minh Hoa District Branch regularly sends credit officers to receive professional training and soft skills training in classes organized by Agribank Bac Quang Binh and Agribank, according to customer assessments, the bank's service capacity is still at an average level, not meeting customer satisfaction. This is also the motivation for bank officers and employees to strive to learn and improve their skills and professional knowledge to better serve customers.

CHAPTER 2 SUMMARY


Chapter 2 deals with the current status of credit service quality at the Bank for Agriculture and Rural Development of Vietnam, Minh Hoa District Branch, Bac Quang Binh.

Through the analysis of secondary data at the branch, the quality of credit services of Agribank Minh Hoa Bac Quang Binh branch has achieved some positive results as follows: Credit structure has changed in a positive direction; The Bank's credit growth is relatively safe, total revenue from credit activities has continuously increased and accounts for a large proportion of total revenue; Regarding the safety of credit activities, the analyzed indicators show that credit safety at the Bank in recent years has always been quite well ensured; Customer service has many innovations adapting to the market economy, with reasonable customer policies, so the number of customers coming to transact with the Bank is increasing, contributing to increasing mobilized capital and using services from those customers; The credit products provided by the Bank are relatively diverse.... Besides the achieved aspects, there are still limitations.

Through customer surveys and using SPSS software, it shows that the credit quality of Agribank Minh Hoa Bac Quang Binh branch depends on 5 factors: reliability, responsiveness, service capacity, empathy and tangible means. In general, the quality of the bank's services is quite satisfactory to customers. Through the regression coefficients, we know the importance of the influencing factors. In general, the quality of the bank's services is quite satisfactory to customers, which is quite true to the current situation of Agribank Minh Hoa Bac Quang Binh branch.

CHAPTER 3: SOLUTIONS TO IMPROVE SERVICE QUALITY AT

AGRIBANK BRANCH IN MINH HOA DISTRICT, NORTHERN QUANG BINH


3.1. Operational orientation of Agribank Minh Hoa Bac district branch

Quang Binh

3.1.1. General operational orientation of Agribank Minh Hoa district branch

North Quang Binh

In recent years, the country's political, economic, cultural and social situation has been relatively stable. The State Bank has issued many legal documents in accordance with the market mechanism and international practices, creating a favorable legal corridor for banks in general and Agribank Minh Hoa District Branch in particular to expand their business activities.

Promoting the results achieved in 2016 and 2017; in 2018, Agribank Minh Hoa branch has set the target of operation to increase the scale of both capital and outstanding loans, strengthen solutions to strive to bring outstanding loans to about 700 billion VND; actively increase capital growth to the maximum level; focus on ensuring credit quality, controlling group 2 debt, actively handling bad debt, and bad debt; fully exploiting utility service products and cross-products; completing the planned targets to ensure income fund, salary fund according to the regime and ensuring reserve level.

To successfully complete the assigned tasks and achieve the set plan goals, Agribank Minh Hoa District Branch has proposed the following specific measures:

One is about management: Assign specific tasks in the Board of Directors, focus on directing and operating more uniformly and decisively, promote individual responsibility in the Board of Directors, Departments and Teams, implement the principle of "Collective leadership, individual responsibility" and the responsibility of the head; closely follow each part of professional practice, closely follow the grassroots, strengthen inspection and supervision work; actively direct implementation, link work with responsibility and income level of cadres on the basis of assigning targets, combining emulation movements; proactively propose solutions and measures.

timely, appropriate and flexible solutions, thereby focusing on directing and operating civil servants to implement; monthly organizing assessments, decisions, and classification of cadres to recognize, draw experience and set tasks for the next month and quarter to bring about higher efficiency.

Second, regarding capital resources: Focus on directing the implementation of capital mobilization, considering this a continuous task in the business process. This year, interest rates and inflation have fluctuated a lot, so Agribank Minh Hao branch needs to be flexible in this activity. Through specific activities such as organizing information, propaganda and promotion of the branch's products and services, and taking care of customers, especially customers with large deposit balances.

Third, on credit work: Growth in outstanding loans, increase in credit scale, is identified as a potential area that can be exploited, has more advantages than other indicators and is the main income generating activity of the branch, so it needs to be implemented more strongly and drastically, to maximize the average outstanding loan level, increase the scale to compensate for the increasingly narrowing interest rate gap; encourage non-CBTD staff to seek and mobilize customers to introduce CBTD to lend. At the same time, regularly review and closely monitor loans, debts about to mature, uncollected interest and overdue debts to ensure collection of principal and interest, and limit bad debt.

Fourth is about inspection and self-inspection:

- Pay attention to inspection and review work;

- Customer management ensures principal and interest reconciliation of 100% of customers.

Borrowers to accurately determine the quality of outstanding loans and collateral.

3.1.2. Credit activity orientation of Agribank Minh district branch

Chemical North Quang Binh

Closely following the goals and orientations of Agribank Bac Quang Binh, continue to invest in communication projects; focus on lending to the rural agricultural sector, increase the loan amount for households and individuals who meet the conditions and have effective and feasible production and business plans; fully exploit the form of lending according to the credit limit for small-scale households up to 200 million VND, up to 100% of borrowers in need.

Converting the debt structure towards increasing market interest rate debt, positive interest rate; lending to subjects according to Resolution 30a/2008/NQ-CP, implementing seriously, to the right subjects, lending according to Circular 39 of the State Bank must have proof of transparent financial capacity; strictly handling officers who lend to the wrong subjects, wrong purposes according to regulations.

Implement Decree 55/2015/ND-CP, widely convey the policy of the Decree to the commune and town authorities, loan groups, and each local resident, through propaganda forms such as: distributing advertising leaflets, loan group activities, group meetings in communes...

Investing in effective projects such as: Farm models, economic forest planting, crossbred cattle breeding, purchasing and processing agricultural products, lending for labor export, developing service investment, expanding industries, new project models... Paying attention to customer care, communication, finding new customers to Agribank, investing in expanding loan objects with small and medium-sized enterprises doing business effectively to ensure prestige in the area.

Focus on exploiting consumer loans and overdrafts for officials, civil servants, and public employees of sectors, schools, communes, and towns, and people with stable incomes; make a list of assigned officers to approach, grasp, propagate, and mobilize each existing agency, department, and school in the area (the Head of the Planning and Business Department plans to assign officers to work in charge of each agency, unit, and school) to exploit and meet the demand for deposits and loans.

The functional departments regularly grasp information and interest rate fluctuations of credit institutions lending in the area; market information, market share, promptly advise the Branch Director to decide on competitive interest rates; well implement customer care and incentive policies suitable for each target group and customer's creditworthiness.

Strengthen lending and debt collection activities through groups, continue to consolidate and improve the activities of loan groups, propagate and promote the establishment of joint lending group models. (Assign the number of joint lending group formation targets, guide the group establishment documents, and implement with a specific schedule; coordinate with the district People's Council and Women's Union to rebuild a reasonable loan group with the management and supervision of these two organizations) Head

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