LIST OF REFERENCES
Vietnamese Document Catalog
1. Do Duc Hiep (2016), Loan quality for small and medium enterprises at Vietnam Technological and Commercial Joint Stock Bank - Thang Long Branch, Master's thesis, Hanoi National University.
2. Nguyen Thi Thu Huong has a work (2015), Improving the quality of lending at Vietnam Joint Stock Commercial Bank for Industry and Trade - Uong Bi Branch, Master's thesis, Hai Phong Private University.
3. Pham Thuy Linh (2015), Credit service quality at Vietnam Prosperity Joint Stock Commercial Bank, Master's thesis, Hanoi National University.
4. Luu Van Nghiem (2008), Service Marketing , National Economics University Publishing House, Hanoi.
5. State Bank (2016), Circular 39/2016/TT-NHNN dated December 30, 2016, Regulations on lending activities of credit institutions and foreign bank branches to customers .
6. Joint Stock Commercial Bank for Industry and Trade, Que Vo Industrial Park Branch (2018, 2019, 2020), Annual reports for the years 2018, 2019, 2020.
7. Vietnam Joint Stock Commercial Bank for Industry and Trade (2014), Official Dispatch No. 13685/TGĐ-NHCT60 dated October 6, 2014 on Corporate Customer Segmentation .
8. Vietnam Joint Stock Commercial Bank for Industry and Trade (2016), Official Dispatch No. 234/2016/QD-TGD-NHCT35 dated March 3, 2016 on Issuing the credit granting process for corporate customers .
9. Nguyen Dinh Tho & Nguyen Thi Mai Trang (2011), Marketing Scientific Research - Application of EM Linear Structure Model , 2nd Edition, Labor Publishing House, Hanoi.
10. Nguyen Dinh Tho (2014), Scientific research methods in business
2nd time, Finance Publishing House, Hanoi.
11. Hoang Trong & Chu Nguyen Mong Ngoc (2008), Research data analysis with P , Hong Duc Publishing House, Ho Chi Minh City,
12. Hoang Trong and Chu Nguyen Mong Ngoc (2017), Applied statistics in economics and business, Ho Chi Minh City Economic Publishing House, Ho Chi Minh City.
13. Nguyen Van Tuan (2008), Improving loan quality at Thai Nguyen branch of the Bank for Industry and Trade, Master's thesis, Banking Academy.
14. National Assembly (2010), Law on Credit Institutions No. 47/2010/QH12 dated June 16, 2010.
15. National Assembly (2014), Enterprise Law No. 68/2014/QH13 dated November 26, 2014.
English Document Catalog
16. Avkiran, NK (1994), Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing , vol. 12, No. 6: 10 - 18.
17. Cronin and Taylor (1992), Measuring service quality: A review and extension. Journal of Marketing , vol. 56, no. 3: 55-68.
18. Gronroos (1984), A service quality model and its marketing implications.
19. Parasuraman et al. (1985), A conceptual model of service quality and its implications for future research. Journal of Marketing , vol. 49, no. 4: 41-50.
20. Parasuraman et al. (1988), Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, vol. 64, no.1: 12-40.
APPENDIX
APPENDIX 1
APPENDIX 01: OUTLINE FOR DISCUSSION WITH COLLEAGUES
1.1. DISCUSSION OF THE SURVEY
Before conducting the discussion, the interviewer discussed the concept of service quality and related concepts such as reliability, responsiveness, assurance, empathy and tangibles to avoid confusion.
Interview content
Question 1: Do you think trust affects the quality of short-term lending services for corporate customers at VietinBank Que Vo Industrial Park Branch? Why? If so, how does it manifest itself?
Additional questions: (to suggest issues if the expert does not mention the factors, this question section can be used or not used)
TC1
The bank provides good loan service from the first time. | |
TC2 | The bank providing the loan service will notify the customer when the service is performed. |
TC3 | The bank provides loan services on time as notified to you. client. |
TC4 | The bank provides loan services as initially introduced to Dear Customer |
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Question 2: Do you think the response affects the quality of short-term lending services for business customers at VietinBank Que Vo Industrial Park Branch? Why? If so, how does it manifest itself?
DU1
Bank's application review time meets customer needs. | |
DU2 | Customers easily meet bank loan conditions |
DU2 | Fast mortgage, asset pledge and bank disbursement procedures timely. |
DU4 | Bank loan products are diverse and rich. |
DU5 | The preferential loan interest rate programs are very attractive and competitive enough. other banks |
DU6 | All your problems will be solved by bank staff. satisfactory |
DU7 | Staff never appear too busy to respond to requests. Dear customers. |
Question 3: Do you think service capacity affects the quality of short-term lending services for corporate customers at VietinBank Que Vo Industrial Park Branch? Why? If so, how does it manifest itself?
Additional questions: (to suggest issues if the expert does not mention the factors, this question section can be used or not used)
NL1
Customers feel confident when dealing with bank staff. | |
NL2 | Customers feel safe when transacting at the bank. |
NL3 | Staff are polite, courteous and friendly with customers |
NL4 | Well qualified staff to answer questions accurately precise and clear |
Question 4: Do you think empathy affects the quality of short-term lending services for corporate customers at VietinBank Que Vo Industrial Park Branch? Why? If so, how does it manifest itself?
DC1
Bank cares about customers | |
DC2 | Bank staff care about customers |
DC3 | The Bank pays special attention to the concerns of its customers. |
DC4 | Staff always listen and understand customer needs. |
Question 5: Do you think tangible means affect the quality of short-term lending services for corporate customers at VietinBank Que Vo Industrial Park Branch? Why? If so, how does it manifest itself?
Additional questions: (to suggest issues if the expert does not mention the factors, this question section can be used or not used)
Question 6: Please tell us about your satisfaction with short-term loan services.
How is the Branch described and represented?
HL1
Customers are completely satisfied with the quality of short-term loan services. of the bank. | |
HL2 | You will continue to use the bank's short-term loan services. in the near future |
HL3 | You will introduce the bank's short-term loan service to those other businesses use. |
1.2. DISCUSSION ON CAUSES, LIMITATIONS AND PAST PROBLEMS OF SHORT-TERM LOAN SERVICE QUALITY FOR ENTERPRISES
Discussion content
I. Trust
1. Why do customers respond negative to questions about trust in surveys?
2. Do you think there are any other problems with trust? What are the causes?
high? Does it take a long time to submit to Head Office? Why?
2. Are the bank's lending conditions easy? Should any conditions be reduced or relaxed? Why?
3. Are the bank's loan products diverse and rich? Is it easy to access loans if the branch's strong industry is cashew? Why?
4. Does the bank's mortgage, asset pledge and disbursement procedures take time? Does the Credit Support Department coordinate to help resolve the application quickly - neatly - quickly? What is the reason?
5. Are the interest rate incentives different from other banks? Are the interest rates competitive?
6. Is the branch staffing arrangement okay? Does it need to be changed? Why?
III. Service capacity
1. Is the employee's behavior towards the company okay? Does the company often complain to you about the working style of the branch staff? Why?
2. Do VietinBank training courses provide employees with the necessary knowledge? Are the timings of these courses flexible? Do any changes need to be made? Explain why?
3. Do you think new employees need additional training before officially starting work? Why?
IV. Empathy
1. Does the branch's customer service meet the needs of customers? Is it okay to give flowers and gifts like that? Explain the reason?