STT
Author | Nation | Influencing factors | |
14 | Cicic et al. (2004) | Southeast Europe | Financial benefits, banking staff |
15 | Tank and Tyler (2005) | Older brother | Referrals, bank reputation, interest rates, free cash offers, ease of opening an account, convenience |
16 | Maddern, Maull and Smart -2007 | - | The knowledge, qualifications, friendliness and courtesy of the staff |
17 | Rehman and Ahmed (2008) | Pakistan | Customer service, convenience, online banking, overall banking environment |
18 | Rhee (2009) | Netherlands | E-banking services, financial stability, bank reputation, fast service delivery, low service costs |
19 | Sharma and Rao (2010) | India | Convenience |
20 | Mokhlis, Salleh and Mat (2011) | Malaysia | Sense of security, ATM services, and financial benefits |
21 | Chigamba and Fatoki (2011) | South Africa | Service, convenient location, attractiveness, referrals, activities marketing and pricing |
22 | Pham Thi Tam and Pham Ngoc Thuy | Vietnam | Convenience of location, troubleshooting, influence of relatives, appearance, attitude towards promotion |
23 | MSc. Nguyen Quoc Nghi | Vietnam | Trust, tangibles and responsiveness of the bank. |
24 | Peppermint | Vietnam | Bank's level of empathy with customers, convenience and interest rates |
Maybe you are interested!
-
Factors affecting the choice of bank for deposit transactions of individual customers - 1 -
Summary of Factors Affecting the Debt Repayment Ability of Individual Customers at Vsb Dong Nai from Experimental Model -
Factors affecting the acceptance of using e-banking services by individual customers at An Binh Commercial Joint Stock Bank, Dong Nai branch - 10 -
Research on factors affecting the decision to choose savings deposit service of individual customers at Vietnam Joint Stock Commercial Bank for Investment and Development - Thua Thien Hue branch - 17 -
Analysis of Factors Affecting the Amount of Savings Deposits of Individual Customers at Abbank Cai Rang Branch
Table 3.1. Expected factors affecting individual customers' decision to choose a bank to deposit savings
STT
Factor | Criteria | |
1 | Financial Benefits [ Mokhlis, Salleh and Mat (2011) ] | High savings interest rate |
Low service fees | ||
2 | Convenience [Sharma and Rao (2010); Almossawi (2001)] | Large network of transaction points |
Convenient transaction locations | ||
Have a transaction point near home/workplace | ||
STT | Factor | Criteria |
2 | Convenience [Sharma and Rao (2010); Almossawi (2001)] | Suitable bank transaction hours |
Simple and quick procedures for depositing savings at the bank | ||
There is a spacious parking lot, near the bank. | ||
Can be transacted via electronic banking | ||
Free home delivery service available | ||
3 | ATM Services [Mokhlis, Salleh and Mat (2011)] | Large ATM network |
ATM location is convenient for transactions | ||
ATM system operating status (24/24) | ||
4 | Social influence [Ajzen and Fishbein (1980)] | Family introduction |
Friend's referral | ||
Business partner introduction | ||
5 | Staff [ Cicic et al. (2004); Maddern, Maull, and Smart (2007) ] | The staff's attitude is friendly, enthusiastic and polite when welcoming customers. |
Professional transaction processing staff | ||
Highly responsible staff | ||
6 | Brand awareness [ Pham Thi Tam and Pham Ngoc Thuy; Almossawi (2001) ] | Recognize the bank's brand name, logo, image, and signature jingle |
Community programs, major sponsorship activities | ||
Attractive and unique advertising program |
STT
Factor | Criteria | |
7 | Feeling of safety [Mokhlis, Salleh and Mat (2011)] | Customer information security |
The bank's financial foundation is solid | ||
Bank reputation | ||
Security conditions of the transaction point | ||
The staff's guidance makes you feel secure. | ||
8 | Troubleshooting [Pham Thi Tam and Pham Ngoc Thuy] | The bank has a hotline to handle after-hours incidents (24/7) |
The bank has an online inquiry department. | ||
Fast complaint resolution and handling time | ||
9 | Empathy [Tieu Nguyen Thao (2011)] | The bank has a customer care program (calling to notify about the maturity date of savings books, happy birthday to you) |
Bank savings products to suit your needs | ||
Banks have attractive promotions to attract you to save. | ||
The bank always brings the best benefits to customers. | ||
10 | Tangible means [M.A. Nguyen Quoc Nghi (2011] | Modern banking equipment |
Modern facilities | ||
Modern technology software, fast transaction processing | ||
Banking services provided are diverse. | ||
Attractive bank advertisements, flyers, brochures | ||
The bank has specific scientific working regulations. |
APPENDIX 2
DISCUSSION PAPER ON SAVINGS DEPOSIT SERVICES IN VIETNAM
Hello
I am Pham Ngoc Thu, a graduate student in Banking, University of Economics, Ho Chi Minh City. I am currently conducting research on the topic "Measuring factors affecting savings mobilization activities at commercial banks in Ho Chi Minh City". I hope you will take some time to answer this questionnaire. All information you provide below is purely for research purposes, not for any other purpose. Please note that there is no right or wrong point of view, all your views expressed through answering the survey are helpful to my research.
Part A. Overview of the process of using and evaluating savings services at commercial banks
1. Which banks have you used savings services for individual customers?
2. How long have you been using this savings service?
3. Please rate the importance of the following 10 factors when choosing a bank to save money (number from 1 to 10 in descending order):
Financial Benefits Sense of Security
Convenience Troubleshooting
ATM Service Empathy
Social Influence Tangible Media
Brand Awareness Staff
Part B. Scale Evaluation
Please give your opinion on the following statements:
(1) Do you understand the statements clearly? If not, what are your concerns?
(2) What do you think this statement means?
(3) Would you like to modify the statement to make it more understandable? Or perhaps add new statements?
Factor
I choose to save at Bank X because | |
Financial benefits | High savings interest rate |
Low service fees | |
Convenience | Large network of transaction points |
Convenient transaction locations | |
Have a transaction point near home/workplace | |
Suitable bank transaction hours | |
Simple and quick procedures for depositing savings at the bank | |
There is a spacious parking lot, near the bank. | |
Can be transacted via electronic banking | |
Free home delivery service available | |
ATM Services | Large ATM network |
ATM location is convenient for transactions | |
ATM system operating status (24/24) | |
Social influence | Family introduction |
Friend's referral | |
Business partner introduction | |
Staff | The staff's attitude is friendly, enthusiastic and polite when welcoming customers. |
Professional transaction processing staff | |
Highly responsible staff |
Factor
I choose to save at Bank X because | |
Brand awareness | Recognize the brand name, logo, image, and signature jingle of bank |
Community programs, major sponsorship activities | |
Attractive and unique advertising program | |
Feeling safe | Customer information security |
The bank's financial foundation is solid | |
Bank reputation | |
Security conditions of the transaction point | |
The staff's guidance makes you feel secure. | |
Troubleshooting | The bank has a hotline to handle after-hours incidents (24/7) |
The bank has an online inquiry department. | |
Fast complaint resolution and handling time | |
Empathy | The bank has a customer care program (calling to notify you of your savings book's maturity date, congratulating you on your birthday) |
Bank savings products to suit your needs | |
Banks have attractive promotions to attract you to save. | |
The bank always brings the best benefits to customers. | |
Tangible means | Modern banking equipment |
Modern facilities | |
Modern technology software, fast transaction processing | |
Banking services provided are diverse. | |
Attractive bank advertisements, flyers, brochures | |
The bank has specific scientific working regulations. |
Thank you very much for taking the time to participate in this discussion.
APPENDIX 3
Table 3.2: Official observed variables coded
STT
Element | Observation variable | Encryption | |
1 | Financial benefits | High savings interest rate | LITC1 |
Reasonable service fee | LITC2 | ||
Offers for savings deposits | LITC3 | ||
2 | Convenience | Large network of transaction points/ATMs | STT1 |
Convenient locations of transaction points/ATMs | STT2 | ||
There is a transaction point near home or work | STT3 | ||
Reasonable opening and closing trading hours | STT4 | ||
Simple and quick procedures for depositing savings at the bank | STT5 | ||
There is a spacious parking lot. | STT6 | ||
Can be transacted via electronic banking | STT7 | ||
Free home delivery service available | STT8 | ||
Has the function of transferring interest to ATM account when interest due | STT9 | ||
ATM system operating status is stable | STT10 | ||
3 | Social influence | Family and relatives recommend you to save at bank | AHXH1 |
Friends and colleagues recommend you to save at bank | AHXH2 | ||
Partner introduces you to save at the bank | AHXH3 | ||
Bank staff advise you to save money when you have spare money. | AHXH4 | ||
4 | Staff | Nice and neat staff uniform | DNNV1 |
The staff's attitude is friendly and polite when welcoming customers. | DNNV2 | ||
Good staff consulting skills | DNNV3 | ||
Professional transaction processor | DNNV4 | ||
Staff have high sense of responsibility. | DNNV5 |
STT
Element | Observation variable | Encryption | |
5 | Safety | Customer information security | SAT1 |
The financial foundation of banking | SAT2 | ||
Bank reputation | SAT3 | ||
Security conditions of the transaction point | SAT4 | ||
The guidance and advice of the staff makes you feel secure. | SAT5 | ||
Hotline available for after-hours troubleshooting | SAT6 | ||
There is an online troubleshooting department to effectively fix transaction errors. | SAT7 | ||
Time to resolve and handle complaints and incidents quickly. | SAT8 | ||
6 | Brand awareness | Recognize brand names, logos, images, jingles characteristics of the bank | NBTH1 |
Frequency of appearance in the media advertisement | NBTH2 | ||
Community programs, major sponsorship activities | NBTH3 | ||
Attractive, unique and suitable advertising program Vietnamese culture | NBTH4 | ||
7 | Empathy | The bank has a good customer care program (calling to notify you of the maturity date of your savings book, wishing you a happy birthday) | SDC1 |
Bank savings products to suit your needs | SDC2 | ||
The bank has preferential policies for customers. dear | SDC3 | ||
Banks have attractive promotions to attract you to save. | SDC4 | ||
The bank always brings the best benefits to customers. row | SDC5 | ||
8 | Tangible means | Modern banking equipment | PTHH1 |
Modern facilities | PTHH2 | ||
Modern technology software, transaction processing quick. | PTHH3 | ||
The bank has diverse and rich services to meet customer needs. | PTHH4 | ||
Attractive bank advertisements. | PTHH5 | ||
Scientific working regulations and processes. | PTHH6 |