Strongly Disagree, 2: Disagree, 3: No Opinion, 4: Agree, 5: Strongly Agree

2.2.7.2. Testing the relationship between customer characteristics and the factor “trust in influencers” 73

Source: Survey data, 2014 73

2.2.7.3. Testing the relationship between customer characteristics and the factor “service use benefits” 73

CHAPTER III: ORIENTATION AND SOLUTIONS 76

3.1. Development orientation of the periodic bill payment entrustment service for customers with accounts at Saigon Thuong Tin Commercial Joint Stock Bank, Hue branch. 76 3.1.1. General orientation of the bank 76

3.1.2. Service development orientation 77

3.2. Solutions to attract customers to use the periodic bill payment entrustment service at Saigon Thuong Tin Commercial Joint Stock Bank, Hue Branch 79

3.2.1. Solution group belonging to the factor "Psychology-work environment" 79

3.2.2. Solution group belonging to the factor “Supplier Impact” 79

3.2.3. Solution group belonging to the factor “Trust in influencers” ...80

3.2.4. Solution group belonging to the factor “Benefits of using the service” 81

PART III 83

CONCLUSION AND RECOMMENDATIONS 83

I. Conclusion 83

II. Recommendation 84

REFERENCES 85

APPENDIX

APPENDIX

Appendix 1: Official customer interview form

INTERVIEW FORM

Code:……….

Hello!

I am a student of Business Administration at Hue University of Economics. Currently, I am conducting research on the topic " STUDYING THE DEMAND FOR PERIODIC BILL PAYMENT SERVICES (UT TTHD) OF CUSTOMERS HAVING PAYMENT ACCOUNTS AT SAIGON THUONG TIN COMMERCIAL JOINT STOCK BANK (SACOMBANK) HUE BRANCH " with the aim of

for the purpose of study. I would like to ask you to spend a little time answering the following questions. All the information you provide is very valuable for my research. I hereby promise that your private information will be kept confidential and used only for this research purpose. I look forward to receiving your help.

Thank you very much!

PART I : General information

(Please mark an X in the box before the answer you choose)

Question 1: Do you have an account at Sacombank?

 Yes ( go to question 2 )  No (stop interview) Question 2 : How long have you been doing business with Sacombank?

 < 1 year  From 1-2 years

 From 2-3 years  Over 3 years

Question 3 : Do you know about Sacombank's periodic TTHD service?

 Yes ( go to question 3.1 )  No ( go to question 4 ) Question 3.1 : Through which information channel do you know about the bank's periodic TTHD service? (You can choose multiple options)

 Introduction from acquaintances  Sacombank website

Student: Nguyen Thi Luyen

 Advertising on media  Consulting from bank staff

 Other (please specify)…………………..

Question 4 : Do you know about other banks' periodic TTHD services? (If not, go to question 5)

 Techcombank (Technical and Commercial Bank)  VietcomBank (Foreign Trade Bank)

 VietinBank (Industrial and Commercial Bank)  MB Bank (Military Bank)

 AgriBank (Bank for Agriculture and Rural Development)  BIDV (Bank for Investment and Development)

 SHB (Saigon Hanoi Bank)  Other banks (please specify)………….

Question 5:Are you using the periodic TTHD service of another bank other than Sacombank?

 No (go to question 6)  Yes (go to PART 3) Question 6 : What is the nature of your job?

 Part-time work  Office hours

 Shift work  Work from home

 Work irregular hours  Other……………………

Question 7 : Do you participate in paying monthly bills?

 Yes ( go to question 8 )  No ( go to PART 3 ) Question 8 : Have you had any problems paying your regular bills (If no, go to question 9)

 Reminded due to late payment  Directly go to the supplier to pay

maths

 Service disconnected due to non-payment  Other…………………………..

Question 9: How do you understand the periodic TTHD service of Sacombank?

 Is a service to pay electricity and water bills

 Is a service to pay phone and internet bills

 Is a service for paying bills for electricity, water, phone, internet...

Question 10 : Do you find the periodic TTHD service useful?

 Strongly disagree  Disagree

 No opinion  Agree

 Strongly agree

Question 11 : Have you used Sacombank's periodic TTHD service?

 Not used (go to question 12)  Used (Go to PART 2)

Question 12:Do you need to use Sacombank's periodic TTHD service?

 Yes  No

Question 13: What are you worried about if you use Sacombank's TTHD service?

 High cost  Difficult registration

 Late payment  Risk of incorrect deduction of money from the account

section

 Other……………

PART II : Factors affecting customers' need to use periodic UT TTHD services.

Please rate your level of agreement with the following statements about Sacombank's recurring payment service by marking (X) the option you most agree with:

1: Strongly disagree, 2: Disagree, 3: No opinion, 4: Agree, 5: Strongly agree

SITUATION, WORK	1	2	3	4	5
1	My job often takes me away from home.
2	My job is time-sensitive.
3	Family members are often away from home
4	My house is not looked after.
	SERVICE FACILITIES	1	2	3	4	5
5	UT TTHD service automatically pays bills when due
6	Regular TTHD service reduces late bill payments
7	UT TTHD periodic payment service is safe and secure
8	Periodic TTHD service saves time
	TRUST IN INFLUENCERS	1	2	3	4	5
9	Friends around me advised me to use this service
10	The bank staff advised me to use this service.
11	My relatives recommended me to use this service
	SUPPLIER IMPACT	1	2	3	4	5
12	I was enthusiastically advised by bank staff about the service.
13	There are many advertising programs, introducing services.
14	There are many benefits when using the service
15	Low fees
	CUSTOMER PSYCHOLOGY	1	2	3	4	5
16	I found this service easy to sign up for.
17	I find paying by account very convenient.
18	I think there is little risk in using this service.
19	The cost is not an issue for me.
	OVERALL ASSESSMENT	1	2	3	4	5
20	My work situation affects my ability to pay bills. monthly living bill

Maybe you are interested!

I find the periodic UT TTHD service very useful.
22	People around me recommend using the service
23	I have no concerns when using the service.

PART III : Some other information

1. Full name:…………………………………………………………

2. Address:……………………………………………………………

3. Gender:  Male  Female

4. Age:

 <22 years old  From 22-30 years old

 From 30-40 years old  > 40 years old

5. Average monthly income (million VND):

 ≤ 2 million  2-5 million

 5-8 million  > 8 million

6. Education level:

 High school  Secondary school, College

 University  Postgraduate

 Other……………

7. Occupation

 Civil servants  Technical workers

 General labor  Self-employed

 Students  Retirees

 Other…………

Appendix 2: Data processing results using SPSS software

Appendix 2.1: Testing the reliability of the scale before extracting the Reliability Statistics factor

Cronbach's Alpha

N of Items
.938	19

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

Regular work

through the gold

53.91

94,745

.771

.932

Work under pressure

a lot of time

53.85

94,971

.756

.932

Regular house members

dental

54.05

96,244

.697

.934

The house is empty.

in view

54.18

93,320

.683

.935

Automatic service

deadline

53.53

100,343

.755

.933

Service of the bar

bamboo

53.54

101,296

.676

.934

Safe payment service

total, security

53.96

102,406

.612

.936

Just save money

space

53.81

99,633

.655

.934

Friends give advice

this service

54.79

102,411

.530

.937

Bank staff advised me to use this service.

54.49

99,636

.612

.935

my friend

recommend using this service

54.80

103,360

.511

.937

I was advised thoroughly by the bank staff.

this service

54.11

100,804

.610

.935

There are many advertising and introduction programs.

service

53.82

100.105

.635

.935

There are many great deals

use service

53.91

100,761

.605

.935

Low Cost

54.15

103,392

.433

.938

This service is available for registration.

spread

53.89

101,619

.658

.935

Payment by ear

profit margin

53.52

100,375

.697

.934

Less risk in using the service

now

54.11

96,758

.718

.933

Life is not a problem for me

54.53

96,482

.750

.932

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