Solutions to improve the quality of credit services of Vietnam Joint Stock Commercial Bank for Industry and Trade (Vietbank)

MEASURE CUSTOMER SATISFACTION

VARIABLE

FACTOR
TM1- Overall, I am completely satisfied with the service of the credit union.	0.594
TM2- In general, I am completely satisfied with the physical facilities of the bank.	0.639
TM3- In general, I am completely satisfied with the quality of the bank's credit services.	0.729
Eigenvalues	1,961
TOTAL EXTRACTED VARIANCE	65,383
KMO	0.663
Bartlett's Test of Sphericity	437,090
Sig.	0.000
Cronbach's Alpha	0.734

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Analysis of the TMKH level scale extracted 1 factor at Eigenvalues of 1.961, extracted variance of 65.383 and the weights of the variables are all greater than 0.4. The TMKH level scale ensures reliability and is considered valuable for research. The attributes of the questionnaire will be used for investigation and survey.

CHART SHOWS THE RELATIONSHIP BETWEEN SATISFACTION COMPONENTS AND CREDIT SERVICE COMPONENTS

The diagram shows the relationship between the components “satisfaction” and “service-competence”

The diagram shows the relationship between the components 'satisfaction' and 'trust'

The diagram shows the relationship between the “satisfaction” and “tangibles” dimensions.

APPENDIX 13: ANALYSIS OF THE RELATIONSHIP BETWEEN COMPONENTS OF THE BANK'S CREDIT SERVICE AND CUSTOMER ACCEPTANCE OF THIS SERVICE

In this step, the thesis uses a multiple linear regression model with a backward elimination procedure. Accordingly, initially all variables are in the program, then they are eliminated using the removal criterion. The maximum probability of F-to remove or the p-value (sig) must be less than 0.1, if larger, it will be eliminated.

Variables Entered/Removed

Model

Variables Entered

Variables Removed

TANGIBLE, RELIABLE, COMPREHENSIVE, APPLICABLE TOOLS - THE KING'S POWER

a. All requested variables entered.

Model Summary
Model	R	R Square	Adjusted R Square	Std. Error of the Estimate
1	.678a	0.459	0.456	0.302
a. Predictors: (Constant), TANGIBLE, RELIABLE, ACCURATE, EFFECTIVE - EFFECTIVE
ANOVAb
Model		Sum of Squares	df	Mean Square	F	Sig.
1	Regression	50,587	4	12,647	138,309	.000a
	Residual	59,618	652	0.091
	Total	110,204	656

b. Dependent Variable: THOAMAN

UCVU

a. Predictors: (Constant), TANGIBLE, RELIABLE, ACCURATE, EFFECTIVE - EFFECTIVE

b. Dependent Variable: THOAMAN

Coefficient

Model		Unstandardized Coefficients		Standardized Coefficients		Sig.	Collinearity Statistics
	B		Std. Error	Beta	t		Tolerance	VIF
1	(Constant)	0.917	0.14		6,554	0.00
	DAPUNG - POWERFUL SERVING	0.305	0.028	0.381	10,743	0.00	0.659	1,518
	TRUST	0.094	0.019	0.144	4.81	0.00	0.923	1,083
	DONGCAM	0.200	0.025	0.267	7,962	0.00	0.738	1,355
	TANGIBLE MEDIA	0.247	0.035	0.223	7,046	0.00	0.829	1,207
a. Dependent Variable: THOAMAN

The components of Trust, Empathy, Responsiveness-Service Capacity and Tangibles with Customer Satisfaction have positive linear regression coefficients (> 0), or when these components increase, it will affect the increase in Customer Satisfaction. In addition, the Tolerance of these components is not too small (> 0.1) and the VIF variance inflation factor is not too large (< 10), so there is no sign of Multicollinearity between the components. Thus, in the 4 components of the Bank's credit service quality, all of the above components have an impact on Customer Satisfaction. When the service quality increases due to the increase of one of these four components, Customer Satisfaction also increases. In which, the Responsiveness-Service Capacity component has the highest impact coefficient (0.305) on the level of satisfaction and the Trust component currently has the lowest impact coefficient (0.094). The two components Empathy and PTHH have influence coefficients on customer satisfaction of 0.200 and 0.247, respectively.

APPENDIX 14: CREDIT SERVICE ASSESSMENT BY AGE, INCOME, EDUCATION LEVEL, GENDER

1. CREDIT SERVICE ASSESSMENT BY AGE

ANOVA

	Sum of Squares	df	Mean Square	F	Sig.
DAPUNG - SERVING POWER	Between Groups	3,978	3	1.33	5.134	0.002
	Within Groups	168,625	653	0.26
	Total	172,602	656
TRUST	Between Groups	4,569	3	1.52	3,868	0.009
	Within Groups	257,136	653	0.39
	Total	261,705	656
DONGCAM	Between Groups	1,054	3	0.35	1,177	0.318
	Within Groups	194,913	653	0.30
	Total	195,967	656
TANGIBLE MEDIA	Between Groups	4,763	3	1.59	12,187	0.000
	Within Groups	85,064	653	0.13
	Total	89,827	656

2. CREDIT SERVICE ASSESSMENT BY INCOME

	Sum of Squares	df	Mean Square	F	Sig.
RESPONSE – RESPONSE CAPABILITY	Between Groups	0.707	2	0.35	1,345	0.261
	Within Groups	171,896	654	0.26
	Total	172,602	656
TRUST	Between Groups	0.63	2	0.32	0.789	0.455
	Within Groups	261,075	654	0.40
	Total	261,705	656
DONGCAM	Between Groups	2,196	2	1.10	3,705	0.025
	Within Groups	193,771	654	0.30
	Total	195,967	656
TANGIBLE MEDIA	Between Groups	3,207	2	1.60	12,106	0.000
	Within Groups	86.62	654	0.13
	Total	89,827	656

3. CREDIT SERVICE ASSESSMENT BY EDUCATION LEVEL

	Sum of Squares	df	Mean Square	F	Sig.
RESPONSE – RESPONSE CAPABILITY	Between Groups	1,829	3	0.61	2,332	0.073
	Within Groups	170,773	653	0.26
	Total	172,602	656
TRUST	Between Groups	2,484	3	0.83	2,086	0.101
	Within Groups	259,221	653	0.40
	Total	261,705	656
DONGCAM	Between Groups	2,405	3	0.80	2,705	0.045
	Within Groups	193,562	653	0.30
	Total	195,967	656
TANGIBLE MEDIA	Between Groups	2.13	3	0.71	5,286	0.001
	Within Groups	87,697	653	0.13
	Total	89,827	656

4. CREDIT SERVICE ASSESSMENT BY GENDER

Sum of Squares

Mean Square

Sig.

APPLICATION - RESPONSIBILITY

Between Groups

3,978

1,326

5.134

0.002

Within Groups

168,625

653

0.258

Total

172,602

656

TRUST

Between Groups

4,569

1,523

3,868

0.009

Within Groups

257,136

653

0.394

Total

261,705

656

DONGCAM

Between Groups

1,054

0.351

1,177

0.318

Within Groups

194,913

653

0.298

Total

195,967

656

TANGIBLE MEDIA

Between Groups

4,763

1,588

12,187

0.000

Within Groups

85,064

653

0.13

Total

89,827

656

APPENDIX 15: RESULTS OF ANALYSIS OF AVERAGE SCORES OF COMPONENTS OF VIETBANK CREDIT SERVICE SCALE

Mean	Std. Deviation
DAPUNG - POWERFUL SERVING	3.9767	0.37871
TRUST	3.1539	0.52637
DONG CAM	3.0455	0.45853
TANGIBLE MEDIA	3.1512	0.35398

APPENDIX 16: AVERAGE AUDIT OF ACB, VCB, VIETBANK COMMERCIAL JOINT STOCK BANKS

Independent Samples Test

WALL

SERVICE SECTION

	Levene's Test for Equality of Variances		T-test for Equality of Means
	F	Sig.	t	df	Sig. (2 – tailed)	Mean Difference	Std. Error Difference	95% Confidence Interval of the Difference
	F	Sig.	t	df	Sig. (2 – tailed)	Mean Difference	Std. Error Difference	Lower	Upper
DAPUNG - POWERFUL SERVING	Equal variances assumed	1,091	0.297	-1.591	447	0.112	-0.054	0.034	-0.122	0.013
	Equal variances not assumed			-1.578	418	0.115	-0.054	0.034	-0.122	0.013
	Equal variances assumed	8,404	0.004	15.27	411	0.000	0.652	0.043	0.568	0.736
	Equal variances not assumed			15.29	392	0.000	0.652	0.043	0.568	0.735
TRUST	Equal variances assumed	1,238	0.266	-1.099	447	0.272	-0.055	0.050	-0.153	0.043
	Equal variances not assumed			-1.099	434	0.272	-0.055	0.050	-0.153	0.043
	Equal variances assumed	0.013	0.909	-15.85	411	0.000	-0.803	0.051	-0.902	-0.703
	Equal variances not assumed			-15.85	410	0.000	-0.803	0.051	-0.902	-0.703
DONG CAM	Equal variances assumed	15,953	0.000	-6.626	447	0.000	-0.303	0.046	-0.393	-0.213
	Equal variances not assumed			-6.679	444	0.000	-0.303	0.045	-0.392	-0.214
	Equal variances assumed	15,854	0.000	3,432	411	0.001	0.173	0.050	0.074	0.272
	Equal variances not assumed			3,437	397	0.001	0.173	0.050	0.074	0.272
TANGIBLE MEDIA	Equal variances assumed	4,807	0.029	-4.621	447	0.000	-0.149	0.032	-0.212	-0.086
	Equal variances not assumed			-4.591	421	0.000	-0.149	0.032	-0.213	-0.085
	Equal variances assumed	0.051	0.821	4.112	411	0.000	0.146	0.036	0.076	0.216
	Equal variances not assumed			4.113	411	0.000	0.146	0.036	0.076	0.216

Group Statistics

BANK	N	Mean	Std. Deviation
DAPUNG - POWERFUL SERVING	VIETBANK	205	3,977	0.379
	ACB	244	4,031	0.345
	VIETCOMBANK	208	3.325	0.482
TRUST	VIETBANK	205	3.154	0.526
	ACB	244	3.209	0.527
	VIETCOMBANK	208	3,957	0.503
DONGCAM	VIETBANK	205	3,045	0.459
	ACB	244	3,349	0.502
	VIETCOMBANK	208	2,872	0.561
TANGIBLE MEDIA	VIETBANK	205	3.151	0.354
	ACB	244	3,300	0.328
	VIETCOMBANK	208	3.005	0.369

Solutions to improve the quality of credit services of Vietnam Joint Stock Commercial Bank for Industry and Trade (Vietbank) - 17

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