LIST OF TABLES
Table 1.1. Tools for measuring bank service quality in Vietnam 33
Table 1.2. Capital situation of MB Quang Ninh in the period 2015 - 2019 45
Table 1.3. Outstanding debt situation of MB Quang Ninh in the period 2015 - 2019 46
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Table 1.4. International Payment turnover of MB Quang Ninh in the period of 2015 - 2019 48
Table 2.1. Loan ratio for import-export activities of MB Quang Ninh in the period 2017 - 2019 59
Table 2.2. Comparison results with competitors 71
LIST OF IMAGES
Figure 1.1. SERVQUAL model on service quality management 30
Figure 1.2. Theoretical model of banking service quality research 32
Figure 1.3. MB Bank organizational structure 41
Figure 1.5. Organizational structure and management 62
Figure 1.6. Customer evaluation of the reliability factor of international trade finance services of MB Quang Ninh 67
Figure 1.7. Customer evaluation of the responsiveness factor of international trade finance services of MB Quang Ninh 67
Figure 1.8. Customer evaluation of the assurance factor of international trade finance services of MB Quang Ninh 68
Figure 1.9. Customer evaluation of the Empathy factor of MB Quang Ninh's international trade finance service 69
Figure 2.0. Customer evaluation of tangible factors of international trade finance services of MB Quang Ninh 70
Figure 2.1. General comparison Radar diagram between MB Quang Ninh and rival banks 72
SUMMARY OF THESIS RESEARCH RESULTS
Vietnam is a developing country and is on the path of Industrialization - Modernization to become an industrialized country on par with other countries in the region and the world. Therefore, currently, the state focuses on the strategy of developing the cooperative economy, especially prioritizing the development of import - export. Enterprises doing export work need a large amount of capital, so by all means, they must finance capital for enterprises. Enterprises can mobilize capital from many sources, besides the official ODA support capital to build and develop infrastructure, trade finance capital is also important to help enterprises have enough capital to maintain and expand production and business activities. With the set goals, the business orientation of commercial banks, diversification of products and services to maximize internal resources and make the most of external capital play an important role in the country's socio-economic development strategy. Therefore, the Military Commercial Joint Stock Bank - Quang Ninh Branch has continuously expanded and improved the quality of its trade finance services to provide maximum support to import-export businesses. The author wishes to analyze and evaluate the current situation and thereby propose some solutions to improve the quality of international trade finance services of the Military Commercial Joint Stock Bank - Quang Ninh Branch. The thesis has achieved the following results:
- In Chapter I , the thesis studies research works in Vietnam and around the world related to the study of measuring the quality of banking services, thereby identifying some research gaps of previous research works. In addition, in Chapter I, the method of systematization, analysis method, and comparison method are used. At the same time, through Chapter I, we have gone through a general overview of the general concepts of Banking Services, service quality, models and scales of service quality.
- In Chapter II, the thesis evaluates the current status of international trade finance service quality of the Military Commercial Joint Stock Bank - Quang Ninh branch through evaluating the business results of international trade finance services, evaluating the current status of trade finance service quality management capacity.
international and through customer survey results on service quality to evaluate the most objective way the service quality of MB Quang Ninh.
- In Chapter III , the author provides development orientations for international trade finance activities of MB Quang Ninh in the coming time, starting from the mentioned limitations and development orientations, thereby proposing groups of solutions and recommendations to the People's Committee of Quang Ninh province, the State Bank and the Military Commercial Joint Stock Bank to further improve the quality of trade finance services at MB Quang Ninh. The group of solutions related to modernizing infrastructure; training in specialized trade finance operations; strengthening supervision and inspection of the implementation of operational risk measures; diversifying types of trade finance; developing relationships with foreign correspondent banks; developing customer relations and perfecting the system of professional guidance procedures are proposed by the author to solve immediate limitations as well as aiming at the long-term goal of enhancing the competitive position of MB's trade finance services in Quang Ninh province.
The above results will be presented in more detail in the following chapters.
INTRODUCTION
1. Urgency of the topic
With its special strengths, Quang Ninh is one of the key economic regions of the North. One of the factors that creates the driving force for the province's economic development is the development of import and export activities. With efforts to reform, attract investment, and create maximum convenience for import and export, in recent years, Quang Ninh's border trade activities have achieved positive results. According to the Department of Finance of Quang Ninh province, the import and export turnover in the province has increased steadily over the years. In 2018, the export turnover of goods of Quang Ninh province reached 898 million USD, the import turnover reached 983 million USD, making it one of the leading localities in import and export activities today.
However, import-export enterprises of Vietnam in general and import-export enterprises of Quang Ninh province in particular are mainly small and medium enterprises. Therefore, one difficulty that enterprises face is that the capital of enterprises operating in this field is still limited, unable to help enterprises innovate technology to improve quality. Commercial banks with their functions and tasks also need to have appropriate tools to support enterprises. Policies on capital mobilization and effective use of capital sources need to be focused on and improved to improve the competitiveness of import-export enterprises in the context of international integration.
Military Commercial Joint Stock Bank - Quang Ninh Branch was established in 2007, with 1 head office and 6 transaction offices located in Quang Ninh province. Since its establishment, Military Commercial Joint Stock Bank - Quang Ninh Branch has always focused on developing international trade finance activities with increasingly diverse products and services, contributing significantly to improving the Bank's business efficiency. However, in order to best support businesses and create trust with foreign partners, the Bank must continue to promote its strengths and overcome its weaknesses in international trade finance activities.
Realizing its importance to the economy in general and to the Military Commercial Joint Stock Bank - Quang Ninh branch in particular, along with the working process at the Bank, the author chose the issue "Improving the quality of international trade finance services for the Military Commercial Joint Stock Bank - Quang Ninh branch" as the topic for his Master's thesis at the University of Foreign Trade.
2. Research situation
Due to the importance of international trade finance activities to the economy in general and to businesses and banks in particular, this issue has been analyzed by researchers in many scientific research papers, theses and articles. Specifically:
- The study "Development of factoring services in international trade finance at Vietnamese commercial banks" - The ministerial-level scientific research topic by author Dang Thi Nhan (2007) has summarized theoretical issues related to factoring services in international trade finance of commercial banks. Next, the study analyzes and evaluates the current status of factoring services in international trade finance of some commercial banks in Vietnam. From there, the author proposes groups of solutions to develop factoring services in international trade finance of Vietnamese commercial banks in the context of international integration.
- The study "Government's international trade finance for Vietnamese enterprises - Current situation and solutions until 2020" - Master's thesis of Foreign Trade University by author Chu Ngoc Ha (2017) has systematized theoretical issues related to international trade finance in general and international trade finance of the Government for enterprises in particular. Next, the author analyzes and evaluates the current status of international trade finance activities of the Government for Vietnamese enterprises in the period 2006 - 2016. Finally, based on the development orientations of international trade finance, the author proposes solutions to develop international trade finance of the Government for Vietnamese enterprises.
- The study “International trade finance of the Vietnam Bank for Agriculture and Rural Development – Current situation and development solutions” by author Pham Hong Chi (2010) – Master’s thesis of Foreign Trade University has systematized issues related to international trade finance activities of commercial banks. The study also analyzes and evaluates regulations on international trade finance, international trade finance processes and international trade finance results of the Vietnam Bank for Agriculture and Rural Development. Finally, the study proposes a number of solutions to improve international trade finance activities of the Vietnam Bank for Agriculture and Rural Development in the coming time.
- The study “Developing international trade finance of Vietnam Joint Stock Commercial Bank for Industry and Trade – Thanh Xuan Branch” by author Nguyen Thi Thanh Huyen (2014) – Thang Long University has systematized issues related to international trade finance activities of commercial banks. Next, the study analyzes and evaluates the current status of international trade finance activities of Vietnam Joint Stock Commercial Bank for Industry and Trade – Thanh Xuan Branch in the period of 2010 – 2014. Finally, the author proposes a number of solutions and recommendations to improve the Bank’s international trade finance activities in the coming time.
The above studies have clarified the theoretical basis of international trade finance activities in general and international trade finance activities of commercial banks in particular. The studies also analyzed and evaluated the international trade finance activities of some commercial banks in Vietnam. However, there has been no study mentioning the improvement of the quality of international trade finance services of the Military Commercial Joint Stock Bank - Quang Ninh Branch.
3. Research purpose and tasks
3.1. Research purpose
The purpose of the study is
- Research on the quality of international trade finance services of Military Commercial Joint Stock Bank - Quang Ninh Branch.
- Propose solutions and recommendations to improve the quality of international trade finance services of the Military Commercial Joint Stock Bank - Quang Ninh Branch.
3.2. Research tasks
To achieve the above research objectives, the main tasks of the research are:
- Systematize theories on banking services, banking service quality, and banking service quality measurement models.
- Analyze and evaluate the current status of international trade finance service quality of Military Commercial Joint Stock Bank - Quang Ninh Branch
- Proposing solutions to improve the quality of international trade finance services of the Military Commercial Joint Stock Bank - Quang Ninh Branch.
4. Research object and scope
4.1. Research subjects
The research object of the thesis is the quality of international trade finance services of the Military Commercial Joint Stock Bank - Quang Ninh Branch.
4.2. Scope of research
- Scope of research on space: The research was conducted at the Military Commercial Joint Stock Bank - Quang Ninh Branch.
- Research scope in terms of time: Research data on the current status of international trade finance service quality of Military Commercial Joint Stock Bank - Quang Ninh Branch was collected in the 5-year period 2015 - 2019.