Strongly Disagree; 2- Disagree; 3- Neutral; 4

Strongly Disagree; 2- Disagree; 3- Neutral; 4 – Agree; 5- Strongly Agree

Comment

Although this study has achieved its objective of assessing the main factors affecting RRCVNO of individual/household customers and the extent of the factors' influence on RRCVNO. However, the study also has certain limitations such as: small sample size, not collecting evaluation samples nationwide but mainly focusing on cities such as Hanoi, Ho Chi Minh City, Hai Phong, Quang Ninh, Hue, Da Nang and Quang Ngai. These are gaps that need further research.

APPENDIX 4

SAMPLE:

SURVEY FORM ON THE QUALITY OF LOAN SERVICES MEETING HOUSING NEEDS OF INDIVIDUAL CUSTOMERS AT THE JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM

Hello Sir/Madam!

I am Nguyen Minh Thao, a graduate student at the University of Commerce. I am currently conducting a study on the quality of lending services to meet housing needs at the Vietnam Joint Stock Commercial Bank for Investment and Development - BIDV. To complete this study, I need the help of Mr. / Ms. - those who have, are and will use banking financial services by answering the questions below.

All your comments are valuable for my research and I guarantee to use the information only for training purposes. Your personal information will be processed by statistical methods that are not shown in the article. If you have any questions about this research, please contact me via email: minhthaodhtm@gmail.com .

Looking forward to receiving your help!

QUESTION CONTENT

I/ Quality of housing loan services for individuals at BIDV

Below are the criteria for evaluating the quality of housing loans for individuals at BIDV that you have/are/plan to transact with. Please circle your level of agreement with the statements (the higher the score, the greater the level of agreement). In which:

1- Totally disagree; 2- Disagree; 3- Neutral; 4 – Agree; 5- Totally agree

Code

Maybe you are interested!

Code

Question content	Level of agreement
VC3	NH staff are neatly and politely dressed.	1	2	3	4	5
VC4	The physical means in the activity are very attractive to you.	1	2	3	4	5
VC5	Banks have convenient transaction hours	1	2	3	4	5
Criterion 2: Confidence level group
TC1	The bank commits to implementing 100% of credit programs.	1	2	3	4	5
TC2	The Bank always supports customers when they have problems with their credit activities with the Bank.	1	2	3	4	5
TC3	NH performs service right the first time with customers.	1	2	3	4	5
TC4	The bank commits to disburse 100% to eligible customers.	1	2	3	4	5
TC5	NH notifies you as soon as the service is performed.	1	2	3	4	5
Criterion 3: Response level group
DU1	Bank staff serve you quickly and on time.	1	2	3	4	5
DU2	NH staff are always ready to help you	1	2	3	4	5
DU3	Bank staff never pretend to be busy to refuse you.	1	2	3	4	5
Criterion 4: Service capacity group
PV1	The behavior of bank employees increasingly creates trust and peace of mind for you.	1	2	3	4	5
PV2	You feel safe when making transactions with the bank.	1	2	3	4	5
PV3	NH staff are always polite and courteous	1	2	3	4	5
PV4	NH staff are knowledgeable enough to answer your questions.	1	2	3	4	5
Criterion 5: Empathy level group
DC1	The bank always cares about you	1	2	3	4	5

Code

Question content

Level of agreement

DC2

NH has employees who care about you

DC3

NH shows special attention to your greatest concerns

DC4

NH staff understands your special needs.

II/ Overall satisfaction assessment

Please circle your level of agreement with the statements (the higher the score, the greater the level of agreement). In which:

1- Totally disagree; 2- Disagree; 3- Neutral; 4 – Agree; 5- Totally agree

Code

Question content

Level of agreement

HL1

In general, I satisfy my credit needs when dealing with banks.

HL2

I will continue to make credit transactions with the bank when needed.

HL3

I will recommend the lending activity to my friends, relatives and people around me.

HL4

I am satisfied with the quality of service of the bank.

III/ Personal information

Please provide your information:

1. Gender: …..Male/….Female

2. Age:

Under 24 24 – 30 31-35 36-45 46-55 56-60

over 60

3. Work address

□ Not working yet

□ Business
□ Secondary School, College, University	□ Armed Forces Unit
□ Hospital, School	□ Small family business
□ State management agency	□ other:……………………..

Thank you very much for taking the time to support NCS!

The research results analyze the criteria for evaluating quality and the impact of these criteria on the satisfaction of individuals with lending activities to meet their housing needs at BIDV.

4/ Research model and hypothesis

As presented in Chapter 2 of the Thesis, a bank that wants to develop its activities needs to pay attention to evaluating the quality of the services that the bank provides, because the bank is a unit that provides a series of financial services. This evaluation also helps the bank find an objective explanation for why the development of its business activities is still limited. In the study, there are many advances in the service quality evaluation model, but in our country's reality, using Parasuraman's SERVQUAL model is appropriate. Therefore, when researching and analyzing the quality of CVNO services for individual customers, the topic uses this model.

According to Parasuraman's research: "Service quality is the gap between customers' expectations of the service they use and their actual perception of the service they receive". Therefore, when evaluating the quality of CVNO of a commercial bank, the researcher will use the SERVQUAL model to examine the impact of the criteria for evaluating the quality of CVNO operations of individual customers on the satisfaction of individual customers borrowing capital from the bank. The research model examines the impact of 5 groups of criteria:

(1) material, (2) reliability, (3) responsiveness, (4) assurance, and (5) empathy [42]. The proposed research model is as follows:

Physical facilities

Level of confidence

Individual customer satisfaction

Responsiveness

Service capacity

Level of empathy

Figure p4.1. Research model of housing loan quality criteria according to SERVQUAL

Research hypothesis:

Criterion 1: Tangible facilities

Measure the attractiveness and modernity of the physical facilities that the commercial bank uses, the time it takes to serve customers, and the image of bank employees through their uniforms when dealing with customers. When the physical image of the bank makes customers feel professional and modern in business, it will make customers more satisfied and confident when dealing with the bank. Therefore, the study hypothesizes:

H1 : Tangible facilities criteria have a positive impact on individual customer satisfaction.

Criterion 2: Level of reliability

Measure the level of implementation of housing loan programs for individual customers of the bank, including commitments on implementing the CVNO program, customer support, quality of loan disbursement activities. Good customer trust will lead to higher customer satisfaction. Therefore, this study hypothesizes:

H2 : The reliability criterion has a positive impact on individual customer satisfaction.

Criterion 3: Level of response

Measures the ability to perform timely and accurate home loan services, including timeliness in serving borrowers, and staff enthusiasm in communicating with customers. The higher the level of bank responsiveness, the higher the customer satisfaction. Therefore, this study hypothesizes:

H3 : Responsiveness criteria have a positive impact on individual customer satisfaction.

Criterion 4: Service capacity

Measure the bank's ability to create trust and confidence with customers, through customer assessments of bank employees' behavioral perceptions. The better the bank's service capacity, the higher customer satisfaction. Therefore, this study hypothesizes:

H4 : Service capacity criteria have a positive impact on individual customer satisfaction.

Criterion 5: Level of empathy

Measures the ability to care, sympathize and care for each individual customer, including assessments of the overall level of care from the bank and the attention of credit officers to each customer, each individual customer need. The greater the level of empathy of the bank with the customer, meaning the more the bank understands and shares with the customer, the higher the customer satisfaction. Therefore, this study hypothesizes:

H4 : Empathy level criterion has a positive impact on individual customer satisfaction.

2/ Research method

2.1/ Questionnaire development and scale selection

The observed variables in each factor of the research model were built based on the reference of Parasuraman's SERVQUAL model [56]. The author used group discussions with lecturers of the Faculty of Finance - Banking (University of Commerce) and leaders of some transaction branches of BIDV to evaluate the suitability of the questionnaire before conducting a large-scale survey. The scale for evaluating the observed variables selected is a 5-point Likert scale. The content of the observed variables in each factor and the dependent variable after adjustment is as follows:

Table p4.1. Observed variables

Variable code

Content
Criterion 1: Tangible facilities
VC1	The bank is equipped with modern equipment to serve its operations.
VC2	Are the bank's facilities (transaction points) attractive to you?
VC3	NH staff are neatly and politely dressed.
VC4	The physical means in the activity are very attractive to you.
VC5	Banks have convenient transaction hours
Criterion 2: Level of reliability
TC1	The bank commits to implementing 100% of credit programs.
TC2	The Bank always supports customers when they have problems with their credit activities with the Bank.
TC3	NH performs service right the first time with customers.
TC4	The bank commits to disburse 100% to eligible customers.
TC5	NH notifies you as soon as the service is performed.
Criterion 3: Level of response
DU1	Bank staff serve you quickly and on time.
DU2	NH staff are always ready to help you
DU3	Bank staff never pretend to be busy to refuse you.
Criterion 4: Service capacity
PV1	The behavior of bank employees increasingly creates trust and peace of mind for you.
PV2	You feel safe when making transactions with the bank.
PV3	NH staff are always polite and courteous
PV4	NH staff are knowledgeable enough to answer your questions.
Criterion 5: Level of empathy
DC1	The bank always cares about you

Question content

Level of agreement

Criterion 1: Group of tangible facilities

The bank is equipped with modern equipment to serve its operations.

Are the bank's facilities (transaction points) attractive to you?