Rao,s & Sharma, Dr(2010), Bank Selection Cretiria Employed By Mba Students In Delhi: An Empirical Analysis, Journal Of Business Studies Quarterly,vol.1(2), 56-59.

REFERENCES

A. Domestic documents

1. Hoang Thi Anh Tho, 2017. Research on factors affecting the decision to choose a savings bank of individual customers in Hue. SCIENCE & TECHNOLOGY DEVELOPMENT , Vol 20, No Q3 – 2017.

2. Hoang Trong and Chu Nguyen Mong Ngoc, 2008. Analyzing research data with SPSS. Ho Chi Minh City: Hong Duc Publishing House.

3. Le Thi Kim Anh and Tran Dinh Khoi Nguyen, 2016. Research on factors affecting the decision to choose a bank for savings deposits in Tuy Hoa city - Phu Yen province, Journal of Economics & Development , No. 228, 76 - 84.

4. Nguyen Dinh Tho, 2012. Scientific Research Methods in Business: Design and Implementation . Hanoi: Labor and Social Publishing House.

5. Nguyen Kim Nam and Tran Thi Tuyet Van (July 2015), Factors affecting the choice of bank of individual customers in Ho Chi Minh City. Banking Magazine , No. 14, 23 – 28.

6. Nguyen Thi Nguyet Dung and Nguyen Huu Cung, 2018. Research on factors influencing the decision to choose a bank for savings deposits of individual customers in Hanoi, The 5thIBSM International Conference on Business, Management and Accounting 19-21 April 2018, Hanoi University of Industry, Vietnam 179 -190.

7. Phan Minh Tri, Nguyen Thi Kim Dung and Nguyen Cao Quang Nhat, 2017. Research on factors affecting the trend of choosing a bank of individual customers in Bien Hoa city. Lac Hong Science Journal , Special issue (11/2017), pp. 43-46.

8. Tran Ai Ket and Thai Thanh Thoang, 2013, Research on factors affecting households' access to consumer credit at commercial banks. Can Tho University Science Journal, Part D: Political Science, Economics and Law: 28, pp. 26-32.

B. Foreign documents

1. Chigamba C, & Fatoki O. (2011), Factors Influencing the Choice of Commercial Banks by University Students in South Africa, International Journal of Business and Management Vol.6 (6), 66.

2. Hair et al (1998), Multivariate Data Analysis .5rd ed. Upper Saddle River, NJ: Prentice Hall.

3. Khaled M, A, Siti N. O, Filzah M, I, & Munadil KF(2013), Factors Affecting Intentions to Use Banking Services in Yemen', Journal of Internet Banking and Commerce Vol,18 (2), 1.

4. Krisnanto (2011), The Customers' Determinant Factors of the Bank selection,

International Research Journal of Business Studies Vol.4 (1), 59.

5. Parasuraman et al (1988), SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing , 64(1), 12–40.

6. Rao,S & Sharma, DR(2010), Bank selection cretiria employment by MBA students in Delhi: An empirical analysis, Journal of business studies quarterly ,vol.1(2), 56-59.

7. Siddique (2012), Bank Selection Influencing Factors: A study on Customer Preferences with Reference to Rajshahi City, Asian Business Review Vol.1 (1), 80.

C. Other documents

1. Summary report of the State Bank of Vietnam, Lam Dong province branch.

2. Diep Binh, 2018. Comparing interest rates of 10 most prestigious banks in December: High interest rates are concentrated at VPBank. <https://nhadautu.vn/10-ngan-hang-thuong-mai-viet-nam-uy-tin-nam-2018-d11020,html>. [Access date: December 25, 2019]

3. 2017. Announcement of top 10 prestigious Vietnamese commercial banks in 2017,

<https://vietnamnet.vn/vn/kinh-doanh/vef/cong-bo-top-10-ngan-hang-thuong- mai-viet-nam-uy-tin-nam-2017-380373,html>.[Access date: December 25, 2019]

4. 2018. The picture of Vietnamese banking operations continues to be bright.

<http://tapchitaichinh.vn/kinh-te-vi-mo/buc-tranh-hoat-dong-cua-ngan-hang-viet-tiep-tuc-sang-sua-144799,html>.[Access date: December 25, 2019]

5. Decision 986/QD-TTg 2018 approving the Banking Industry Development Strategy to 2025, with a vision to 2030

APPENDIX

Appendix 1: DISCUSSION TABLE ON FACTORS AFFECTING CUSTOMERS' DECISION TO CHOOSE A BANK TO DEPOSIT SAVINGS AT JOINT STOCK COMMERCIAL BANKS IN DA LAT CITY

Hello everyone!

My name is Phan Thi Nguyet , currently a student of the Master of Banking and Finance class at Ho Chi Minh City University of Economics. I am currently doing my graduation thesis with the topic " Factors affecting customers' decision to choose a bank to deposit savings at commercial banks in Da Lat city ". Therefore, I hope to receive your help by participating in the questionnaire below.

I would like to thank you for taking your valuable time to answer the questionnaire, your cooperation is very meaningful, to support me in collecting data for the implementation of the topic.

I hereby declare that the information provided will be used for research purposes only and I assure you that all private information will be kept confidential.

Thank you very much!

PART I: PERSONAL INFORMATION

1. Your full name………………………………………

2. What is your gender?

Male



 Female

Maybe you are interested!

• Pre-tax Profit of Bidv Tien Giang in the Period 2011-2015 zt2i3t4l5ee zt2a3gsnon-credit services, joint stock commercial bank zt2a3ge zc2o3n4t5e6n7ts At that time, the Branch had to set aside a provision for credit risks, which reduced the Branch's income. Chart 2.2. Pre-tax profit of BIDV Tien Giang in the period 2011-2015 Unit: Billion VND 140 120 100 80 60 40 20 0 63.3 80.34 89.29 110.08 131.99 2011 2012 2013 2014 2015 Profit before tax (Source: Report on the implementation of the annual business plan of the General Planning Department of BIDV Tien Giang [24]) However, through chart 2.2, it can be seen that BIDV Tien Giang's profit is still increasing continuously, and its operating efficiency is currently leaking. This is a contribution of non-credit services, and this service segment will be increasingly focused on growth by BIDV Tien Giang to ensure the highest profit safety because credit activities have many potential risks. At the same time, focusing on developing non-credit services is consistent with one of the contents of restructuring the financial activities of credit institutions in the project "Restructuring the system of credit institutions in the period 2011-2015" approved by the Prime Minister in Decision No. 254/QD-TTg dated March 1, 2012 [14]: "Gradually shifting the business model of commercial banks towards reducing dependence on credit activities and increasing income from non-credit services". 2.2. Current status of non-credit service development at BIDV Tien Giang. 2.2.1. BIDV Tien Giang has deployed the development of non-credit services in recent times. Along with the development of the Head Office, BIDV Tien Giang's products and services are constantly improved and deployed in a diverse manner to ensure provision for many different customer groups in the area: individual customers, corporate customers, and financial institutions. Typical services are as follows: Payment services, treasury services, guarantee services, card services, trade finance, other services: Western Union, insurance commissions, consulting services, foreign exchange derivatives trading, e-banking services,... 2.2.1.1. Payment services: In accordance with the Prime Minister's Project to promote non-cash payments in Vietnam [15], banks in Tien Giang province have continuously developed payment services to reduce customers' cash usage habits through card services and electronic banking services such as: salary payment through accounts, focusing on developing card acceptance points, developing multi-purpose cards, paying social insurance by transfer, paying bills through banks, etc. Chart 2.3. Net income from payment services in the period 2011-2015 Unit: Million VND 6000 5000 4000 3000 2000 1000 0 3922 4065 4720 5084 5324 2011 2012 2013 2014 2015 Net income from payment services (Source: Report on the implementation of the annual business plan of the General Planning Department of BIDV Tien Giang [24]) Along with the technological development of the entire system, BIDV Tien Giang has a payment system with a fairly stable transaction processing speed, bringing many conveniences to customers. The results of observing chart 2.3 show that the income from payment services that the Branch has achieved has grown over the years but the speed is not high and the products are not outstanding compared to other banks. Domestic payment products such as: Online bill payment, electricity bills, water bills, insurance premiums, cable TV bills, telecommunications fees, airline tickets, etc. bring many conveniences to customers. Regarding international payment, this is an indispensable activity for foreign economic activities, BIDV Tien Giang is providing international payment methods for small enterprises producing agriculture, aquatic food and seafood that have credit relationships with banks in industrial parks in Tien Giang province such as: money transfer, collection, L/C payment. 2.2.1.2. Treasury services: BIDV Tien Giang always focuses on ensuring treasury safety and currency security, always complies with legal regulations, and minimizes risks in operations such as: counting and collecting money from customers, receiving and delivering internal transactions, collecting from the State Bank (SBV) or other credit institutions, receiving ATM funds, bundling money, etc. BIDV Tien Giang's treasury service management department is always fully equipped with modern machinery and equipment such as: money transport vehicles, fire prevention tools, money counters, money detectors, magnifying glasses, etc. to ensure absolute safety in treasury operations, immediately identifying real and fake money and other risks that may affect people and assets of the bank and customers. In addition, implementing regulation 2480/QC dated October 28, 2008 between the State Bank of Tien Giang province and the Provincial Police on coordination in the fight against counterfeit money, in the 3-year review of implementation, BIDV Tien Giang discovered, seized and submitted to the State Bank of Tien Giang province 475 banknotes of various denominations and was commended by the Provincial Police and the State Bank of Tien Giang province [17]. Chart 2.4. Net income from treasury services in the period 2011-2015 Unit: Million VND 350 300 250 200 150 100 50 0 105 122 309 289 279 2011 2012 2013 2014 2015 Net income from treasury services (Source: Report on the implementation of the annual business plan of the General Planning Department of BIDV Tien Giang [24]) However, as shown in Figure 2.4, income from treasury operations is not high and fluctuates. Specifically, in the period 2011-2013, net income increased and increased most sharply in 2013, then in the period 2013-2015, there was a downward trend. This fluctuation is due to the fact that fees collected from treasury services are often very low and can even be waived to attract customers to use other services. 2.2.1.3. Guarantee and trade finance services: BIDV Tien Giang, thanks to the advantages of the province and the favorable location of the Branch, has continuously focused on developing income from guarantee services and trade finance. Chart 2.5. Net income from guarantee and trade finance services in the period 2011-2015 Unit: Million VND 14000 12000 10000 8000 6000 4000 2000 0 5193 5695 2742 3420 8889 3992 11604 12206 5143 5312 2011 2012 2013 2014 2015 Net income from guarantee services Net income from Trade Finance (Source: Report on the implementation of the annual business plan of the General Planning Department of BIDV Tien Giang [24]) Through chart 2.5, we can see that BIDV Tien Giang's income from guarantee services and trade finance has grown over the years. The reason is: Among BIDV Tien Giang's corporate customers, the construction industry is the industry with the highest proportion of customers after the trading industry, this is a group of customers with potential to develop guarantee services. The second group of customers is corporate customers in the fields of agricultural production, livestock and seafood processing with high import and export turnover in the area. are the target of trade finance development. In addition, BIDV Tien Giang also focuses on continuously developing these customer groups to increase revenue for many other products and services in the future. 2.2.1.4. Card and POS services: As a service that BIDV Tien Giang has recently developed strongly, it can be said that this is a very potential market and has the ability to develop even more strongly in the future. Card services with outstanding advantages such as fast payment time, wide payment range, quite safe, effective and suitable for the integration trend and the Project to promote non-cash payments in Vietnam. Cards have become a modern and popular payment tool. BIDV Tien Giang early identified that developing card services is to expand the market to people in society, create capital mobilized from card-opened accounts, contribute to diversifying banking activities, enhance the image of the bank, bring the BIDV Tien Giang brand to people as quickly and easily as possible. BIDV Tien Giang is currently providing card types such as: credit cards (BIDV MasterCard Platinum, BIDV Visa Gold Precious, BIDV Visa Manchester United, BIDV Visa Classic), international debit cards (BIDV Ready Card, BIDV Manu Debit Card), domestic debit cards (BIDV Harmony Card, BIDV eTrans Card, BIDV Moving Card, BIDV-Lingo Co-branded Card, BIDV-Co.opmart Co-branded Card). These cards can be paid via POS/EDC or on the ATM system. In addition, with debit cards, customers can not only withdraw money via ATMs but also perform utilities such as mobile top-up, online payment, money transfer,... through electronic banking services. In order to attract customers with card services, BIDV Tien Giang has continuously increased the installation of ATMs. As of December 31, 2015, BIDV Tien Giang has 23 ATMs combined with 7 ATMs in the same system of BIDV My Tho, so the number of ATMs is quite large, especially in the center of My Tho City, but is not yet fully present in the districts. Basic services on ATMs such as withdrawing money, checking balances, printing short statements,... BIDV ATMs accept cards from banks in the system. Banknetvn and Smartlink, cards branded by international card organizations Union Pay (CUP), VISA, MasterCard and cards of banks in the Asian Payment Network. From here, cardholders can make bill payments for themselves or others at ATMs, by simply entering the subscriber number or customer code, booking code that service providers notify and make bill payments. Chart 2.6. Net income from card services in the period 2011-2015 Unit: Million VND 3500 3000 2500 2000 1500 1000 500 0 687 1023 1547 2267 3104 2011 2012 2013 2014 2015 Net income from card services (Source: Report on the implementation of the annual business plan of the General Planning Department of BIDV Tien Giang [24]) Through chart 2.6, it can be seen that BIDV Tien Giang's card service income is constantly growing because the Branch focuses on developing businesses operating in industrial parks, which are the source of customers for salary payment products, ATMs, BSMS. Specifically, there are companies such as Freeview, Quang Viet, Dai Thanh, which are businesses with a large number of card openings at the Branch, contributing to the increase in card service fees [25]. Table 2.6. Number of ATMs and POS machines in 2015 of some banks in Tien Giang area. Unit: Machine STT Bank name Number of ATMs Cumulative number of ATM cards POS machine 1 BIDV Tien Giang 23 97,095 22 2 BIDV My Tho 7 21,325 0 3 Agribank Tien Giang 29 115,743 77 4 Vietinbank Tien Giang 16 100,052 54 5 Dong A Tien Giang 26 97,536 11 6 Sacombank Tien Giang 24 88,513 27 7 Vietcombank Tien Giang 15 61,607 96 8 Vietinbank - Tay Tien Giang Branch 6 46,042 38 (Source: 2015 Banking Activity Data Report of the General and Internal Control Department of the Provincial State Bank [21]) Through table 2.6, the author finds that the number of ATMs of BIDV Tien Giang is not much, ranking fourth after Agribank Tien Giang, Dong A Tien Giang, Sacombank Tien Giang. The number of POS machines of BIDV Tien Giang is very small, only higher than Dong A Tien Giang and BIDV My Tho in the initial stages of merging the BIDV system. Besides, BIDV Tien Giang has a high number of cards increasing over the years (table 2.7) but the cumulative number of cards issued up to December 31, 2015 is still relatively low compared to Agribank, Vietcombank, Dong A (table 2.6). div.maincontent .content_head3 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .p { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; margin:0pt; } div.maincontent p { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; margin:0pt; } div.maincontent .s1 { color: black; font-family:"Courier New", monospace; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s2 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; 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• Experience in Bank Marketing Activities in Some Countries [4] & [24]
• Employees, Managers, Executives of Credit Institutions and Foreign Bank Branches Are Not Allowed to Disclose the Organization's Business Secrets
• Factors Affecting Bank Selection
• Analysis of the Impact of the Factor "Bank's Credit Policy"

3. Your occupation……………………………

4. Do you have savings in any bank?

PART II: SCALE EVALUATION

1. According to you, what factors influence the decision to choose a bank to deposit savings?

2. Do you understand the following statements? If not, please let us know what your concerns are?

Statement on Financial Benefits

1. Is a bank with high interest rates

2. Is a bank with low service fees

3. Is a bank with many promotions and gifts for customers

4. Is a bank with additional products

Speaking of Convenience,

1. Is a bank with an ATM network in several locations

2. Is a bank with convenient branch locations

3. Is a bank with convenient transaction hours

4. Is a bank with convenient and comfortable parking

Statement on Banking Reputation

1. Is a large-scale bank

2. Is a long-standing bank

3. Is a bank on the path of growth 4. Is the bank with the highest profit

5. Is a financially strong bank

Speaking about the Bank's Image,

1. Is a Bank with well-established infrastructure and modern equipment

2. Is a Bank with conveniently located transaction offices and comfortable space

Speaking of Bankers,

1. Staff with elegant and neat uniforms

2. Customer friendly staff,

3. Qualified staff

4. Staff always keep customer information confidential

5. Customer-focused staff

Speaking about the influence of acquaintances

1. You will choose a bank when introduced by family members.

2. You will choose a bank when introduced by friends

3. You will choose a bank after listening to the advice of bank staff.

68

Statement on Bank Selection Decision

1. Financial benefits are an important factor when deciding to choose a bank.

2. You choose to transact with the bank because it is convenient.

3. You choose to transact with the bank because you are satisfied with the bank staff.

4. You choose to transact with the bank because the bank has a reputation.

5. You choose to transact with the bank because the bank has a good image.

6. You choose to transact with the bank because someone you know introduced you to it.

Thank you very much for your help. I wish you and your family health, happiness and success!

69

Appendix 2: SURVEY ON FACTORS AFFECTING CUSTOMERS' DECISION TO CHOOSE A BANK TO DEPOSIT SAVINGS AT JOINT STOCK COMMERCIAL BANKS IN DA LAT CITY

Hello everyone!

My name is Phan Thi Nguyet, currently a student of the Master of Banking and Finance class at Ho Chi Minh City University of Economics. I am currently doing my graduation thesis with the topic " Factors affecting customers' decision to choose a bank to deposit savings at commercial banks in Da Lat city ", so I really hope to receive your help by participating in the questionnaire below.

I would like to thank you for taking your valuable time to answer the questionnaire, your cooperation is very meaningful, to support me in collecting data for the implementation of the topic.

I hereby declare that the information provided will be used for research purposes only and I assure you that all private information will be kept confidential.

Thank you very much!

70

PART I: PERSONAL INFORMATION

,

Please mark ( X

1. What is your gender?

Male



 Female
	

2. How old are you?

Under 20 years old



 From 45 to under 60
 From 20 – under 35	 60 and above
 From 35 – under 45

3. What is your educational background?

From high school and below



 University
 College/ Secondary	 Postgraduate

4. Your monthly income

Under 5 million



 From 10 million - under 30 million
 From 5 million - under 10 million	 From 30 million - under 50 million
 From 50 million and up

5. Your marital status:

Single



 Married

6. Your occupation:

Workers, civil servants



 Business, trade
 Retirement	 Housekeeping
 Other occupation (specify……………)	