Estimated Number of Samples at Each Transaction Point of the Phu Vang District Branch of the State Bank of Vietnam

Table 1. Estimated number of expected samples at each transaction point of the Phu Vang District Branch of the State Bank of Vietnam

survey point

investigation is 18 days

Investigation location

Estimate

number of customers/day

Number of customers

check/day

Number of days

investigate

Expected sample size

at each point of education

Agribank Branch

Phu Vang

100 guests

row

10 guests

row

6 days

60 customers

Agribank Market Transaction Office

Tomorrow

120 guests

row

10 guests

row

7 days

70 customers

Agribank Phu Nhuan Transaction Office

favorable

50 guests

row

6 guests

row

5 days

30 customers

Maybe you are interested!

 Step 2: Determine the jump step k, time and location. The investigator will visit 3 locations and times in turn.

with 3 locations. So the corresponding jump k at each transaction point is:

corresponding

Table 2. Estimated jump k at each transaction point of the State Bank of Vietnam Branch in Phu Vang district

Investigation location

Estimated number KH/day	Number of customers check/day	Jump k
Agribank Phu Vang Branch	100 customers	10 customers	k 100  10 10
Agribank Cho Mai Transaction Office	120 customers	10 customers	k 120  12 10
Agribank Phu Thuan Transaction Office	50 customers	6 customers	k 50  8 6

The investigator will stand at the bank branch as well as the transaction offices from opening hours, after the customer has finished the transaction, the customer will be selected in order of number k. If the selected customer does not agree to be interviewed, the investigator will immediately select the next customer to collect data. In the second case, the customer is a sample that has been previously investigated, the investigator will skip and select the next customer to conduct the interview.

 Step 3: Conduct investigation

The customer survey period started from March 15 to April 2013.

4.4. Data analysis method

4.4.1. For secondary data

Analyze, evaluate, use tables and compare data between this year and last year to evaluate the business performance of the Phu Vang District Branch of the State Bank of Vietnam.

4.4.2. For primary data

 Descriptive statistics

This tool helps us count frequencies to know how many objects have certain manifestations in a specific attribute, whether they are many or few... We can perform descriptive statistics with all qualitative and quantitative variables.

Exploratory Factor Analysis (EFA)

Used to reduce a set of interdependent observed variables into a smaller set of variables (called factors) so that they are more meaningful but still contain most of the information of the original set of variables (Hair et al., 1998) . For the scale to achieve convergent validity, the simple correlation coefficient between the variables and the factor loading coefficient must be greater than or equal to 0.5 in a factor. In addition, to achieve discriminant validity, the difference between the loading coefficients must be 0.3 or greater.

Number of factors: is determined based on the Eigenvalue index representing the variation explained by each factor. According to the Kaiser criterion, factors with Eigenvalue less than 1 will be eliminated from the research model.

The scale is accepted when the total variance extracted is equal to or greater than 50%.

Reliability analysis (Cronbach Alpha coefficient)

To see how reliable the results are. The required reliability is

>= 0.8. However, according to " Hoang Trong and colleagues - 2005 ", Cronbach Alpha from 0.6 or higher can also be used in cases where the concept being studied is new or new to the interviewees in the research context (in the case of the topic - exploratory research), so when testing, the Cronbach Alpha standard will be >= 0.6.

Regression analysis

Used to model the causal relationship between variables, where one variable is called the dependent variable (or explained variable) and the other variables are the independent variables (or explanatory variables). This model will describe the form of the relationship and the degree of impact of the independent variables on the dependent variable.

The goodness of fit of the model is assessed by the adjusted R2 coefficient. The value

The adjusted R 2 is independent of the bias of R 2 and is therefore suitable for use with multiple linear regression.

The ANOVA test is used to test the suitability of the correlation model, that is, whether or not there is a relationship between independent variables or dependent variables. The essence of the ANOVA test is to test F to see if the dependent variable is linearly related to the entire set of independent variables, and the hypothesis H 0 is put forward.

output is β i = 0. The F statistic is calculated from the R 2 value of the full model, the Sig. value is small

above the significance level will help confirm the suitability of the regression model.

 One-Sample T-Test

This test allows comparing the average value of a population with a specific value. This topic uses the One-Sample T-Test to test whether the level of customer agreement with the factors affecting the choice of deposit services at the bank is equal to the test value or not by comparing the average level of agreement of all sample subjects surveyed for each factor with the test value (usually 3 or 4). Through this test, the researcher can know how much the level of customer agreement with each influencing factor differs from the test value - usually at the level of agreement, to identify which factors play an important role and determine the customer's choice of service.

Testing the differences in customer group evaluations according to factors

Independent Sample T-Test, Anova, Kruskal-Wallis are used to test whether there is a difference in customer evaluation according to personal characteristics.

PART 2. RESEARCH CONTENT AND RESULTS CHAPTER 1. OVERVIEW OF THE RESEARCH PROBLEM

1.1. Theoretical basis

1.1.1. Overview of commercial banks

1.1.1.1. Concept of commercial bank

The Law on Credit Institutions defines commercial banks as follows:

“A commercial bank is a credit institution that carries out all banking activities and other related business activities. Banking activities are monetary business and banking services with the regular content of receiving deposits, using this money to grant credit and providing payment services.”

Thus, commercial banks, like other business organizations, operate for the purpose of making profit, and are special business organizations because their business object is currency. The difference between commercial banks and other financial organizations is that commercial banks are banks that trade in currency and provide payment services, while other financial organizations do not perform that function.

1.1.1.2. Functions of commercial banks

- Commercial banks are financial intermediaries.

This can be considered the most basic and characteristic function of commercial banks and is of special importance in promoting economic development. Banks concentrate money from economic entities, on that basis providing it to entities in need of temporary capital. In a developed commodity economy, the intermediary financial function of banks plays a very important role, commercial banks contribute to making capital in the economy used economically and effectively.

- Commercial banks are payment intermediaries.

If all payments were made outside the banking system, the cost of making payments would be very high. With the advent of commercial banks, the majority of payments for goods and services from customers were transferred to banks for implementation. This has great significance in promoting the circulation process and at the same time creating a basis for banks to carry out lending operations.

- Commercial banks are the source of money creation.

The process of creating money by commercial banks is carried out through credit and payment activities in the banking system. It is the ability to turn the initial deposit at the first bank receiving the deposit into a much larger amount of money when performing credit and payment transactions through many banks.

1.1.1.3. The role of commercial banks

- Commercial banks are the place that provides capital for the economy.

The birth of commercial banks is the key to help those who need capital to have capital and those who have temporarily idle capital can earn capital interest. Banks also balance capital in the economy to help economic components develop together. Banks mobilize temporarily idle capital from businesses and individuals, then supply it to places that need capital to reproduce with more modern equipment, creating new, better products with higher profits. The more society develops, the more the demand for capital for the economy increases, no organization can meet it, only banks - a financial intermediary can stand up to regulate and distribute capital to help all economic components develop together in a harmonious, balanced and stable manner.

- Commercial banks are the bridge between businesses and the market.

In a market economy, businesses do not produce anything but must always answer three questions: what to produce? How to produce? And for whom to produce? That means producing according to market signals. The market requires businesses to produce products with better quality, better designs, and to suit consumer tastes. To do so, businesses must invest in modern technological lines, improve the qualifications of staff and workers, and train them... These activities require businesses to have a large amount of investment capital and only banks can meet this demand. Banks will help businesses make their improvements, have quality products at low prices, and improve their competitiveness.

- Commercial banks are the State's tool for regulating the macro economy.

In a market economy, commercial banks, as the monetary center of the entire economy, ensure harmonious development for all economic sectors.

participating in production and business activities, it can be said that each fluctuation of the bank has more or less influence on other economic components. Therefore, the effective operation of commercial banks through their business operations is really a good tool for the State to conduct macroeconomic regulation of the economy. Through credit and payment activities between banks in the system, commercial banks have directly contributed to expanding the amount of money supply in circulation. On the other hand, by lending capital to components in the economy, commercial banks have led cash flows, gathered and divided capital in the market, controlled them effectively, ensuring timely and adequate supply of capital needs for the reproduction process as well as performing the role of indirect macroeconomic regulation of the economy.

- Commercial banks are the link between the national financial system and the international financial system.

Nowadays, in the trend of globalization of the world economy with the formation of a series of economic organizations, free trade zones, trade relations, and circulation of goods between countries in the world are increasingly expanded and become urgent and necessary. A country's finance needs to integrate with world finance. Commercial banks are intermediaries and bridges to carry out integration. Nowadays, foreign investment is an important investment direction and brings a lot of profit. At the same time, countries need to export goods in which they have comparative advantages and import goods in which they lack. Commercial banks with business operations such as: receiving deposits, lending, guarantees... and especially international payment operations, have contributed to creating conditions and promoting foreign trade to continuously expand and develop.

1.1.1.4. Basic operations of commercial banks

 Capital mobilization: this is considered an input activity for the business of commercial banks. It plays a very important role for all sectors of the economy through providing favorable conditions for depositing idle money of the population into economic organizations. According to the law on credit institutions, capital mobilization activities include the following operations:

- Deposit receiving business: this is the banking activity of receiving deposits.

from individuals, organizations and businesses for payment or security purposes

assets from which commercial banks can mobilize. In addition, commercial banks can also mobilize idle money from individuals or households deposited in banks for the purpose of preservation or earning interest on the deposited amount.

- Issuance of certificates of deposit, bonds and other valuable papers to mobilize capital from domestic and foreign organizations and individuals. Commercial banks mostly use this service to attract relatively long-term and stable capital, to ensure investment capacity and the ability to provide sufficient medium- and long-term credit for the economy. Moreover, this service also helps commercial banks minimize risks and increase capital stability in business operations.

- Borrowing capital between credit institutions: is a business that is frequently used to create capital for business by borrowing from credit institutions in the money market and borrowing from the State Bank in the form of rediscounting or secured loans... In which, loans from the State Bank are mainly to create balance in capital management of the commercial bank itself when it cannot balance its capital sources on the basis of on-site exploitation.

Other mobilization operations: in addition to the above three operations, commercial banks can also create business capital for themselves through acting as agents or entrusting capital to domestic and foreign organizations and individuals. This is an irregular capital mobilization of commercial banks. Usually, to receive this capital, banks must set up projects for each subject or group of subjects suitable for the loans.

 Capital usage operations

- Lending activities: is the most important activity that determines the success or failure of a bank because this is the main profit-making activity of banks. Therefore, this is the most risky business. To avoid credit risks, loan management is carried out strictly, especially with large loans and long terms. Therefore, banks must divide credit into many different forms for easy management purposes.

- Treasury operations: this operation reflects the process of using capital of commercial banks for different purposes to ensure the safety of current payment capacity as well as quick payment capacity of commercial banks and to implement regulations on reserves.

compulsory reserves by the State Bank. These are non-profitable or low-profitable assets but are highly liquid and are considered as cash. Therefore, banks must maintain these assets at a reasonable level to ensure both liquidity and profitability.

- Financial investment operations: in addition to credit operations, commercial banks also use capital mobilized from the population and socio-economic organizations to invest in the economy in forms such as capital contribution, capital contribution, securities trading on the market... and directly earn profits on those investments.

- Other operations: Commercial banks carry out business activities such as: trading in foreign currencies, gold, silver, metals, and precious stones; providing consulting services, treasury services, trust and agency services, insurance services, etc.

 Other intermediary services

In addition to traditional activities including deposit mobilization, credit granting and providing payment and treasury services, commercial banks can also perform a number of other activities, including:

- Payment services: it can be said that banks are the treasurers of the economy; businesses and economic organizations do not have to waste time after buying or selling goods and services because payments will be made quickly and accurately by banks.

- Consulting and brokerage services: banks act as intermediaries in buying and selling securities, advising investors in buying and selling securities, real estate, etc.

- Other services: banks manage assets, keep gold, money, rent safes, security...

1.1.2. Banking and deposit services

1.1.2.1. Concept of banking services

The bank itself is a type of business that provides monetary services, collects fees from customers, and is considered a service industry. Banking activities do not directly create specific products, but by meeting the needs of monetary, capital, and payment services for customers, banks indirectly create service products in the economy. Currently, there are two different understandings of banking services:

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