Customer Satisfaction Survey Results on International Payment Activities at Anz Bank Vietnam

9%

Have

91%

Are not

Chart 2.6: Survey results of customers with accounts at ANZ Vietnam bank

According to the survey results from 100 samples, 91% of customers have accounts at ANZ Vietnam Bank. Having an account at ANZ Vietnam will make it more convenient for customers to introduce the bank's products and services. At the same time, for international payment activities, if customers have an account at the bank, providing information,

policies and timely adjustments to customers will be more convenient.

Transaction level

20%

9%

No trading for less than 3 months

33%

Frequent

38%

Quite often

Very often

Chart 2.7: Survey results on customer transaction levels at ANZ bank

Through the transaction level survey results chart, most customers have a relationship and transaction level with the bank quite often and often account for more than 70%. The remaining 20% ​​are mainly VIP customers of the bank, so they have the best relationship and often transact at a high level. In addition, there are a few small and retail customers, accounting for a small percentage of 9%, so they do not have many transactions with the bank.

Therefore, banks need to further develop their international payment services, and at the same time have customer care activities, targeting customers on special and important occasions to strengthen and maintain the affection and relationship between the bank and customers, including small customers and VIP customers.

MEET CUSTOMER NEEDS

Meet customer needs

According to the survey results of ANZ Vietnam Bank's ability to meet customer needs, the bank has researched and contacted to know about customer needs through the bank's customer care forms very often when the average score through the survey of 100 responses is 3.47 and 3.43. In addition, the bank also has a team of highly qualified staff, with an understanding of international payment operations, so it has well met the need for advice and support when customers have questions. At the same time, the bank also conducts monthly market research to promptly collect

collect information and get support from customers about these activities with an average score of 3.56.

SERVICE QUALITY

Quality of service

With the increasingly improved service quality, the criteria set by the bank are all quite high. The average score is from 3.61 to 3.67. The majority of customers who filled out the questionnaire agreed that the quality at the bank is good. Over many years of operation, ANZ has increasingly affirmed itself as the foreign bank with the best service quality in Vietnam. With the goal of bringing the best service to customers, what the bank aims for is to provide a comprehensive solution that satisfies all customer needs. Therefore, customer opinions have partly shown that ANZ Vietnam is a bank that always focuses on customers.

ATTENTION

Attention

With the customer care index, all indicators achieved a fairly high average score. Customers agree that the bank always has customer care activities on special occasions, as well as special preferential policies for loyal customers and VIP customers (such as preferential interest rates on international payment financing credit, preferential service fees, etc.). In addition, being more competitive in service fees than other banks is also one of the factors that customers choose ANZ Vietnam as a partner when conducting international payment transactions.

IMPROVE SERVICE EFFICIENCY

Improve service efficiency

In terms of improving service efficiency, most customers agree that the bank regularly provides information about new policies from the State Bank on international payment services such as increasing/decreasing foreign currency interest rates or exchange rates for customers to refer to, with the highest average score of 3.82. Next, with an average score of 3.75, there is a high level of agreement when it is stated that the bank is also flexible in applying policies.

policies in international payment services in a suitable way for customers when there are big fluctuations from the macro environment (inflation, exchange rates) to ensure benefits for customers. Not only that, the bank has a clear understanding of international payment services of competitors. This helps ANZ Vietnam Bank grasp the advantages and disadvantages of other banks. At the same time, the bank knows how to take advantage of, promote its strengths and improve the weaknesses of this service of the bank. Along with that, ANZ Vietnam Bank has a wide relationship with more than 28 other correspondent banks around the world, helping customers to easily transfer or receive money from other banks outside of Vietnam and is highly appreciated by customers and partners, reaching an average score of 3.66. In addition, to save time and secure information when customers use it, ANZ Vietnam Bank has been effectively applying Internet Banking services or electronic signatures, SWFIT to serve customers' transactions more conveniently.

RELIABILITY AND SATISFACTION

Reliability and satisfaction

In terms of satisfaction, most customers and partners are satisfied with the quality of service provided by ANZ Vietnam Bank with an average score of 3.68.

is highly appreciated by customers with an average score of 3.59. In addition, when asked about the commitment to become a long-term partner with the bank, customers responded enthusiastically, showing an average score of 3.6, and customers are also very willing to share and introduce to friends and partners when they need to use international payment services at the bank.

2.4.3 Conclusion

Through the survey "Customer opinions on international payment activities at ANZ Vietnam Bank", the following conclusions can be drawn:

- Customers conducting international payment transactions at ANZ Vietnam Bank include both men and women with approximately equal proportions and most of them operate in the import-export sector.

- 91% of respondents have an account at ANZ Vietnam bank.

- More than 70% of customers maintain quite regular and frequent transactions with the bank, 20% are loyal, VIP customers who have very regular transactions with the bank.

- Most customers' needs are well met when using international payment services at the bank.

- Service quality and efficiency: most customers agree that ANZ Vietnam's service quality is good, international payment records are processed quickly and accurately, and service fees are more competitive than other banks.

- The bank has shown due attention to customers on special occasions.

- Customers rate ANZ Vietnam Bank as highly reliable and satisfying when they use the bank's services.

Besides, there are still some small opinions that do not completely agree with the above opinions. Therefore, in order to increasingly improve the quality and efficiency and satisfy customers, banks need to make timely and appropriate adjustments so that demanding customers become long-term partners with the bank.

CHAPTER 3:

PROPOSED SOLUTIONS TO PROMOTE INTERNATIONAL PAYMENT ACTIVITIES BY DOCUMENTARY CREDIT METHOD AT ANZ BANK VIETNAM