Building a modern financial information technology system, ensuring that the banking system operates safely, efficiently, and easily to supervise, and at the same time strengthens updating financial and monetary information of the world to keep up with time to deal with unexpected changes that may occur.
The Government needs to issue legal documents related to science and technology lending activities in order to create favorable conditions for this work so that the Bank can do business more effectively. The Government implements policies to stabilize the financial market, actively and proactively proposes and implements supportive policies for the Bank 2.2. Recommendations to the State Bank
The State Bank needs to adjust its monetary policy flexibly to reduce the inflation rate, in addition to helping the Bank reduce competitive pressure with deposit interest rates, thereby reducing risks in the banking system.
The State Bank needs to complete the legal documents of banking and credit activities, avoid overlapping, lack of synchronization, and cut unnecessary procedures.
The State Bank of Vietnam's branch in Thua Thien Hue needs to continue to monitor the activities of banks in the area to avoid adverse fluctuations for the province's economy. Hue economical University
LIST OF REFERENCES
1. Textbook of Banking and Finance, Assoc. Dr. Nguyen Van Tien, Statistical Publishing House.
2. Textbook of Service Administration, Assoc. Dr. Nguyen Thi Nguyen Hong, Statistical Publishing House 2014.
3. Nguyen Minh Kieu (2009), Commercial Banking Operations, Statistical Publishing House 4. Data Analysis Research with SPSS, Co-authors Hoang Trong and Chu Nguyen Mong Ngoc (2008), Ho Chi Minh City University of Economics Publishing House. Ho Chi Minh.
5. Tran Dinh Tham (2010), Lecture on Econometrics, Hue University of Economics - Hue University. 6. Master thesis "Improving credit service quality for individual customers at BIV Thanh Hoa" by Le Hoang Phuong (2016) Hue University of Economics. 7. Master's thesis: "Improving credit quality of Joint Stock Commercial Bank for Investment and Development of Vietnam - Phu Yen branch sister" by Phan Thi Thanh Huong (2013), Hue University of Economics. 8. Master's Thesis: “Improving the quality of loan servicesindividual customers at Joint Stock Commercial Bank for Foreign Trade of Vietnam - Hue branch" by Ngo Hai (2018), Hue University of Economics. 9. Graduation thesis: "Evaluating credit quality for individual customers at Vietinbank - Ha Tinh branch" student Tran Thi Phuong Oanh (2015), Hue University of Economics. 10. Graduation thesis: "Improving the efficiency of consumer lending activities at Military Commercial Joint Stock Bank - Hue branch" student Huynh Thi Thu Tham, Hue University of Economics.
11. Website:
www. ncb -bank.vn
www.sbv.gov.vn
Tailieu.vn
APPENDIX
APPENDIX 1:
QUESTIONS FOR ASSESSING LOAN SERVICE QUALITY FOR PERSONAL CUSTOMERS AT NATIONAL JOINT STOCK COMMERCIAL BANK - HUE BRANCH
Hello ladies and gentlemen.
My name is Le Quang Nhat Minh, currently a student of class K49D- Business Administration, Hue University of Economics. Currently, I am conducting a research project "Evaluating the quality of lending services for individual customers at National Commercial Joint Stock Bank". - Hue branch". We hope you will take a moment to answer the questions below. I hereby declare that the information you provide will be used for research purposes only. Your feedback is important for me to successfully complete my research project. Thank you very much!
Please answer the following questions:
PART I: GENERAL SURVEY (please type × in the most appropriate box)
1. How did you know about the loan service for individual customers of National Hue Bank?
Friends, relatives Bank staff
Newspapers, television, Internet Via leaflets, posters
Other (specify)………….
2. What do you use the loan for?
Buy house, land, build, repair house Pay tuition
Shopping for transportation Going abroad to study
Additional capital for production and business Consumption, personal life
Other (specify)………….
3. How many times have you used the personal customer loan service at Quoc Dan Bank - Hue?
1 time From 2 to 3 times More than 3 times
PART II: Your assessment of the quality of lending services for individual customers at National Bank - Hue.
Please indicate your opinion through the following statements about
service quality for individual customers at National Bank - Hue.
For each statement, please mark × in the appropriate box according to the following convention:
1. Strongly disagree 3. Neutral 5. Strongly agree
2. Disagree 4. Agree
| Criteria | Factors | first | 2 | 3 | 4 | 5 |
| Tangible Media | 1. The bank has a convenient transaction location | |||||
| 2. The bank has modern facilities and equipment | ||||||
| 3. The bank arranges transaction counters, reasonable and convenient signs | ||||||
| 4. Bank staff have neat and polite clothes | ||||||
| power capacity | 1. The bank promptly and fully responds to your loan amount . |
Maybe you are interested!
-
Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 7 -
Customer's Assessment Of Service Quality Factors For Individual Customers At National Commercial Joint Stock Bank , Hue Branch -
Orientation To Improve The Quality Of Lending Services For Individual Customers At National Commercial Joint Stock Bank , Hue Branch -
Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 11
| 2. Credit officers handle loan procedures quickly | ||||||
| 3. Credit staff answer all your questions enthusiastically and fully | ||||||
| 4. Credit staff fully knowledgeable about banking products and services | ||||||
| 5. The bank has a hotline serving 24/7 | ||||||
| Level of confidence | 1. The bank performs the loan service as committed | |||||
| 2. The bank builds trust and peace of mind for you . | ||||||
| 3. The credit officer executes the transaction correctly | ||||||
| 4. Credit officers protect your personal information well | ||||||
| 5. The Bank satisfactorily settles your complaints satisfactorily | ||||||
| Ability to meet | 1. Simple and clear loan process and procedures | |||||
| 2. Flexible and suitable loan terms and conditions | ||||||
| 3. Quick and timely application review and disbursement time | ||||||
| 4. Credit officers provide full information about personal loan services | ||||||
| 5. Reasonable and competitive loan interest rates and service fees | ||||||
| Level of sympathy | 1. Credit officers are always interested in the needs and purposes of using your capital. | |||||
| 2. Bank staff provide fair service to all customers when they come to the transaction | ||||||
| 3. You don't have to wait too long to be served | ||||||
| 4. The bank always puts your interests first | ||||||
| 5. The bank shows interest in you, such as sending New Year wishes, happy birthday.... | ||||||
| Satisfaction | 1. In general, you are satisfied with the quality of the Bank's personal loan service | |||||
| 2. In the coming time, will you continue to use the personal loan service of the Bank? | ||||||
| 3. Would you recommend the Bank's personal loan service to others? |
PART III: CUSTOMER INFORMATION
1. Gender: Male Female
2. What age group do you belong to?
Under 22 From 22-40
From 41- 55 Over 55
3. What is your education level?
University High School
College > University
4. Occupation:
Business students, trading
Retirement of State employees and employees
Housewife Labor, production
Other (specify)………….
5. Income:
Under 5 million From 5 million to 10 million
From 10 million to 15 million Over 15 million
Thank you very much sir (sister)!
APPENDIX 2: DESCRIPTION STATISTICS of
Frequencies
| Responses | Percent of Cases | |||
| WOMEN | Percent | |||
| know that you're welcome | 42 | 32.3% | 54.5% | |
| know that the staff members are straight | thirty first | 23.8% | 40.3% | |
| information resources | know how to go through | 37 | 28.5% | 48.1% |
| know den through big roi app phi | twelfth | 9.2% | 15.6% | |
| know another way | 8 | 6.2% | 10.4% | |
| Total | 130 | 100.0% | 168.8% | |
a. Dichotomy group tabulated at value 1.
mucdichvay Frequencies
| Responses | Percent of Cases | |||
| WOMEN | Percent | |||
| please don't buy it | 23 | 17.7% | 41.8% | |
| loans to pay your course fees | 11 | 8.5% | 20.0% | |
| Borrow money to buy money | 25 | 19.2% | 45.5% | |
| goal | do you want to go to school? | 8 | 6.2% | 14.5% |
| loan von de san ban business | 28 | 21.5% | 50.9% | |
| loans for personal consumption label | 26 | 20.0% | 47.3% | |
| Looking for another service? | 9 | 6.9% | 16.4% | |
| Total | 130 | 100.0% | 236.4% | |
a. Dichotomy group tabulated at value 1.
compare solutions
| Frequency | Percent | Valid Percent | Cumulative Percent | ||
| 1 lan | 19 | 14.6 | 14.6 | 14.6 | |
| Valid | 2-3 orchids on 3 orchids | 95 16 | 73.1 12.3 | 73.1 12.3 | 87.7 100.0 |
| Total | 130 | 100.0 | 100.0 | ||
planet
| Frequency | Percent | Valid Percent | Cumulative Percent | ||
| male | forty six | 35.4 | 35.4 | 35.4 | |
| Valid | nu | 84 | 64.6 | 64.6 | 100.0 |
| Total | 130 | 100.0 | 100.0 | ||
young age
| Frequency | Percent | Valid Percent | Cumulative Percent | ||
| 22 | 2 | 1.5 | 1.5 | 1.5 | |
| 22-40 | 81 | 62.3 | 62.3 | 63.8 | |
| Valid | 41-55 | 37 | 28.5 | 28.5 | 92.3 |
| above 55 | ten | 7.7 | 7.7 | 100.0 | |
| Total | 130 | 100.0 | 100.0 | ||
virginity
| Frequency | Percent | Valid Percent | Cumulative Percent | ||
| middle cap | 16 | 12.3 | 12.3 | 12.3 | |
| college | seventy three | 56.2 | 56.2 | 68.5 | |
| Valid | study hard | 36 | 27.7 | 27.7 | 96.2 |
| after studying | 5 | 3.8 | 3.8 | 100.0 | |
| Total | 130 | 100.0 | 100.0 | ||
listen
| Frequency | Percent | Valid Percent | Cumulative Percent | ||
| student | twelfth | 9.2 | 9.2 | 9.2 | |
| business | 68 | 52.3 | 52.3 | 61.5 | |
| huu tri | twelfth | 9.2 | 9.2 | 70.8 | |
| Valid | beautiful face | 13 | 10.0 | 10.0 | 80.8 |
| talk | ten | 7.7 | 7.7 | 88.5 | |
| labor force | 15 | 11.5 | 11.5 | 100.0 | |
| Total | 130 | 100.0 | 100.0 | ||
income
| Frequency | Percent | Valid Percent | Cumulative Percent | ||
| 5 million VND | 11 | 8.5 | 8.5 | 8.5 | |
| 5 - 10 million VND | 72 | 55.4 | 55.4 | 63.8 | |
| Valid | 10 - 15 million VND | 37 | 28.5 | 28.5 | 92.3 |
| over 15 million | ten | 7.7 | 7.7 | 100.0 | |
| Total | 130 | 100.0 | 100.0 | ||
ADDENDUM 3: CRONBACH'S ALPHA RELIABILITY VERIFICATION
Group Tangible
Reliability Statistics
| Cronbach's Alpha | N of Items |
| .766 | 4 |
Item-Total Statistics
| Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
| PTTH1 | 11.6923 | 3.145 | .571 | .709 |
| PTTH2 | 11.7692 | 3,621 | .435 | .778 |
| PTH3 | 11.7769 | 3.244 | .607 | .690 |
| PTTH4 | 11.7923 | 3.158 | .666 | .658 |
Service Capacity Group
Reliability Statistics
| Cronbach's Alpha | N of Items |
| .833 | 5 |
Item-Total Statistics
| Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
| NLPV1 | 15.3000 | 5.793 | .746 | .765 |
| NLPV2 | 15.5692 | 6,836 | .577 | .815 |
| NLPV3 | 15.3846 | 6.704 | .613 | .806 |
| NLPV4 | 15.4308 | 6.092 | .697 | .781 |
| NLPV5 | 15.5154 | 7.011 | .535 | .826 |
Group
Reliability Statistics
| Cronbach's Alpha | N of Items |
| .822 | 5 |
Item-Total Statistics
| Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
| TC1 | 15.8846 | 5,994 | .692 | .764 |
| TC2 | 15.9077 | 5,821 | .692 | .763 |
| TC3 | 16.0154 | 6.387 | .623 | .785 |
| TC4 | 15.9538 | 6,680 | .497 | .820 |
| TC5 | 15.8385 | 6.462 | .576 | .798 |
Group
Reliability Statistics
| Cronbach's Alpha | N of Items |
| .838 | 5 |
Item-Total Statistics
| Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
| DU1 | 15.3231 | 6,360 | .634 | .806 |
| DU2 | 15.2538 | 6,330 | .634 | .806 |
| DU3 | 15.1846 | 6.121 | .685 | .792 |
| DU4 | 15.1538 | 6,100 | .629 | .809 |
| DU5 | 15.2385 | 6.602 | .621 | .811 |
Group Sympathy
Reliability Statistics
| Cronbach's Alpha | N of Items |
| .614 | 5 |
Item-Total Statistics
| Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
| CT1 | 15.2308 | 3.187 | .464 | .507 |
| CT2 | 15.2923 | 4.658 | -.063 | .756 |
| CT3 | 15.2769 | 3.055 | .618 | .429 |
| CT4 | 15.0308 | 3,100 | .488 | .492 |
| CT5 | 15.3538 | 3.455 | .445 | .523 |
Sympathy group after removing the variable
Reliability Statistics
| Cronbach's Alpha | N of Items |
| .756 | 4 |
Item-Total Statistics
| Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
| CT1 | 11.4769 | 2.794 | .526 | .715 |
| CT3 | 11.5231 | 2.686 | .683 | .629 |
| CT4 | 11.2769 | 2,698 | .557 | .697 |
| CT5 | 11.6000 | 3.157 | .458 | .746 |
Group Satisfaction
Reliability Statistics
| Cronbach's Alpha | N of Items |
| .746 | 3 |
Item-Total Statistics
| Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item- Total Correlation | Cronbach's Alpha if Item Deleted | |
| HL1 | 7.5769 | 1.610 | .587 | .645 |
| HL2 | 7.6923 | 1.827 | .535 | .703 |
| HL3 | 7.7923 | 1,763 | .598 | .634 |
APPENDIX 4: TEST OF DISCOVERING FACTORS EFA
Independent variable factor test
KMO and Bartlett's Test
| Kaiser-Meyer-Olkin Measure of Sampling Adequacy. | .814 |
| Approx. Chi-Square | 1199,470 |
| Bartlett's Test of Sphericity df | 253 |
| Sig. | .000 |
Communalities
| Initial | Extraction | |
| PTTH1 | 1,000 yen | .639 |
| PTTH2 | 1,000 yen | .388 |
| PTH3 | 1,000 yen | .700 |
| PTTH4 | 1,000 yen | .735 |
| NLPV1 | 1,000 yen | .749 |
| NLPV2 | 1,000 yen | .580 |
| NLPV3 | 1,000 yen | .596 |
| NLPV4 | 1,000 yen | .673 |
| NLPV5 | 1,000 yen | .493 |
| TC1 | 1,000 yen | .704 |
| TC2 | 1,000 yen | .679 |
| TC3 | 1,000 yen | .652 |
| TC4 | 1,000 yen | .516 |
| TC5 | 1,000 yen | .541 |
| DU1 | 1,000 yen | .612 |
| DU2 | 1,000 yen | .606 |
| DU3 | 1,000 yen | .735 |
| DU4 | 1,000 yen | .587 |
| DU5 | 1,000 yen | .569 |
| CT1 | 1,000 yen | .555 |
| CT3 | 1,000 yen | .737 |
| CT4 | 1,000 yen | .618 |
| CT5 | 1,000 yen | .493 |
Extraction Method: Principal Component Analysis.
Total Variance Explained
| Compon ent | Initial | Eigenvalues | Extraction Sums of Squared Loadings | Rotation Sums of Squared Loadings | |||||
| Total | % of Variance | Cumulativ e % | Total | % of Variance | Cumulativ e % | Total | % of Variance | Cumulativ e % | |
| first | 5,809 | 25.259 | 25.259 | 5,809 | 25.259 | 25.259 | 3.231 | 14.047 | 14.047 |
| 2 | 2.949 | 12.824 | 38,082 | 2.949 | 12.824 | 38,082 | 3.097 | 13.464 | 27.510 |
| 3 | 2.465 | 10,718 | 48,801 | 2.465 | 10,718 | 48,801 | 2.891 | 12,568 | 40.078 |
| 4 | 1.618 | 7.035 | 55.836 | 1.618 | 7.035 | 55.836 | 2.528 | 10,992 | 51.069 |
| 5 | 1.315 | 5.719 | 61.555 | 1.315 | 5.719 | 61.555 | 2.412 | 10.485 | 61.555 |
| 6 | .869 | 3,776 | 65.331 | ||||||
| 7 | .815 | 3.543 | 68,874 | ||||||
| 8 | .741 | 3.223 | 72,097 | ||||||
| 9 | .702 | 3.054 | 75.151 | ||||||
| ten | .683 | 2,970 | 78,122 | ||||||
| 11 | .608 | 2,642 | 80,763 | ||||||
| twelfth | .557 | 2.420 | 83,183 | ||||||
| 13 | .519 | 2.258 | 85,441 | ||||||
| 14 | .500 | 2.172 | 87,613 | ||||||
| 15 | .457 | 1.987 | 89,601 | ||||||
| 16 | .425 | 1.848 | 91,448 | ||||||
| 17 | .368 | 1,598 | 93,047 | ||||||
| 18 | .318 | 1.382 | 94.428 | ||||||
| 19 | .303 | 1.319 | 95,747 | ||||||
| 20 | .287 | 1,250 | 96,997 | ||||||
| 21 | .255 | 1.109 | 98.106 | ||||||
| 22 | .223 | .970 | 99,076 | ||||||
| 23 | .212 | .924 | 100,000 won | ||||||
Extraction Method: Principal Component Analysis.
Component Matrix
| Components | |||||
| first | 2 | 3 | 4 | 5 | |
| TC1 | .726 | ||||
| TC2 | .714 | ||||
| DU4 | .689 | ||||
| DU2 | .673 | ||||
| TC5 | .671 | ||||
| DU1 | .669 | ||||
| DU5 | .645 | ||||
| TC3 | .622 | ||||
| DU3 | .598 | ||||
| PTTH1 | .538 | ||||
| TC4 | |||||
| PTTH2 | |||||
| NLPV4 | .656 | ||||
| NLPV3 | .644 | ||||
| NLPV1 | .524 | .641 | |||
| NLPV5 | .618 | ||||
| NLPV2 | .509 | ||||
| CT3 | .793 | ||||
| CT4 | .710 | ||||
| CT1 | .676 | ||||
| CT5 | .644 | ||||
| PTH3 | .521 | ||||
| PTTH4 | |||||
Extraction Method: Principal Component Analysis.
a. 5 components extracted.
Rotated Component Matrixa
| Components | |||||
| first | 2 | 3 | 4 | 5 | |
| NLPV1 | .838 | ||||
| NLPV4 | .800 | ||||
| NLPV3 | .739 | ||||
| NLPV2 | .729 | ||||
| NLPV5 | .681 | ||||
| DU3 | .824 | ||||
| DU2 | .704 | ||||
| DU1 | .695 | ||||
| DU5 | .693 | ||||
| DU4 | .677 | ||||
| TC3 | .751 | ||||
| TC2 | .744 | ||||
| TC1 | .734 | ||||
| TC4 | .694 | ||||
| TC5 | .587 | ||||
| PTTH4 | .831 | ||||
| PTH3 | .826 | ||||
| PTTH1 | .731 | ||||
| PTTH2 | .545 | ||||
| CT3 | .850 | ||||
| CT4 | .775 | ||||
| CT1 | .721 | ||||
| CT5 | .669 | ||||
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 6 iterations.
Component Transformation Matrix
| Components | first | 2 | 3 | 4 | 5 |
| first | .415 | .604 | .580 | .356 | -.013 |
| 2 | .817 | -.260 | -.028 | -.458 | .232 |
| 3 | -.073 | -.023 | -.123 | .357 | .923 |
| 4 | .376 | -.311 | -.392 | .717 | -.307 |
| 5 | -.113 | -.686 | .703 | .151 | .009 |
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
KMO and Bartlett's Test for independent variables
| Kaiser-Meyer-Olkin Measure of Sampling Adequacy. | .685 |
| Approx. Chi-Square | 87,800 |
| Bartlett's Test of Sphericity df | 3 |
| Sig. | .000 |
Communalities
| Initial | Extraction | |
| HL1 | 1,000 yen | .682 |
| HL2 | 1,000 yen | .619 |
| HL3 | 1,000 yen | .691 |
Extraction Method: Principal Component Analysis.
Total Variance Explained
| Components | Initial | Eigenvalues | Extraction Sums of Square | d Loadings | ||
| Total | % of Variance | Cumulative % | Total | % of Variance | Cumulative % | |
| first | 1,992 | 66,392 | 66,392 | 1,992 | 66,392 | 66,392 |
| 2 | .553 | 18,445 | 84,837 | |||
| 3 | .455 | 15.163 | 100,000 won | |||
Extraction Method: Principal Component Analysis.
Component Matrixa
Component
1
HL3 HL1 HL2
.831
.826
.787
Extraction Method: Principal Component Analysis.
a. 1 components extracted.
ADDENDUM 5: Regression
Descriptive Statistics
| Mean | Std. Deviation | WOMEN | |
| hl | 0E-7 | 1.0000000 | 130 |
| nlpv | 0E-7 | 1.0000000 | 130 |
| du | 0E-7 | 1.0000000 | 130 |
| tc | 0E-7 | 1.0000000 | 130 |
| pth | 0E-7 | 1.0000000 | 130 |
| ct | 0E-7 | 1.0000000 | 130 |
Correlations
| hl | nlpv | du | tc | pth | ct | ||
| Pearson Correlation | first | .320** | .426** | .433** | .285** | -.092 | |
| hl | Sig. (1-tailed) | .000 | .000 | .000 | .000 | .148 | |
| WOMEN | 130 | 130 | 130 | 130 | 130 | 130 | |
| Pearson Correlation | .320** | first | .000 | .000 | .000 | .000 | |
| nlpv | Sig. (1-tailed) | .000 | .500 | .500 | .500 | .500 | |
| WOMEN | 130 | 130 | 130 | 130 | 130 | 130 | |
| Pearson Correlation | .426** | .000 | first | .000 | .000 | .000 | |
| du | Sig. (1-tailed) | .000 | .500 | .500 | .500 | .500 | |
| WOMEN | 130 | 130 | 130 | 130 | 130 | 130 | |
| Pearson Correlation | .433** | .000 | .000 | first | .000 | .000 | |
| tc | Sig. (1-tailed) | .000 | .500 | .500 | .500 | .500 | |
| WOMEN | 130 | 130 | 130 | 130 | 130 | 130 | |
| Pearson Correlation | .285** | .000 | .000 | .000 | first | .000 | |
| pth | Sig. (1-tailed) | .000 | .500 | .500 | .500 | .500 | |
| WOMEN | 130 | 130 | 130 | 130 | 130 | 130 | |
| Pearson Correlation | -.092 | .000 | .000 | .000 | .000 | first | |
| ct | Sig. (1-tailed) | .148 | .500 | .500 | .500 | .500 | |
| WOMEN | 130 | 130 | 130 | 130 | 130 | 130 | |
**. Correlation is significant at the 0.01 level (1-tailed).
Descriptive Statistics
| Mean | Std. Deviation | WOMEN | |
| hl | 0E-7 | 1.0000000 | 130 |
| nlpv | 0E-7 | 1.0000000 | 130 |
| du | 0E-7 | 1.0000000 | 130 |
| tc | 0E-7 | 1.0000000 | 130 |
| pth | 0E-7 | 1.0000000 | 130 |