Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 10

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
.
         

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Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 10

  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
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