Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 5

In general, the proportion of female workers is slightly higher than that of male workers. This is partly due to the nature of the job. As with the transaction department, almost all employees are female, this is the department that has direct contact with customers, so it requires staff to have necessary skills when communicating with customers. female employees will respond better to that than male employees.

- According to professional level

The number of employees at university and college level accounts for a high proportion and increases over the years. In 2016 there were 48 people, an increase of 11 people, equivalent to a rate of 29.73% compared to 2015. In 2017, an increase of 2 people, corresponding to a rate of 4.17% compared to 2016. Due to the characteristics of the banking industry. Customers must meet the increasingly diverse requirements of customers, competitors, as well as socio-economic fluctuations, so the development of a highly qualified staff is understandable. Besides, with a staff of well-qualified and knowledgeable staff - this will be a solid foundation for the Bank's business development.

Although the number of employees at university level is not high, it makes a great contribution to the development of the Bank. The number of workers with intermediate and unskilled workers only accounts for a small percentage (over 5%). NCB - Hue also advocates not to increase this number of workers, so there has been almost no change in the number of intermediate and unskilled workers in recent years.

- Considering the nature of work

Direct labor is the main force accounting for nearly 90% and tends to increase over the years. In addition, the number of indirect employees in 2015 was 10 people, accounting for 19.61%, but in 2016 it decreased to 8 people, corresponding to a reduction rate of 20% and remained the same until 2017.

Jobs at the Bank need people with high qualifications, expertise, so direct labor is the main thing, while indirect workers are just those who support more in the job such as security guards, workers. maintaining hygiene, landscape ... but not directly participating in the work, so the number of indirect workers will change little over the years.

- Judging by age

Workers between the ages of 18 and 30 account for a larger proportion. Shows a young, dynamic and creative workforce that contributes to the Bank's development.

Although there are not many employees aged 50 and over, they are senior staff who have experience in making decisions in the Bank. 

2.1.4.2. Situation of assets and capital of National Commercial Joint Stock Bank Hue branch for the period 2015-2017

Table 2.2: Situation of assets and capital sources of National Commercial Joint Stock Bank in the period 2015-2017

Unit: Million VND

Criteria year
2015
year
2016
year
2017
Compare
2016/2015 2017/2016
+/- % +/- %
1. Assets 1,523,776 1,858,794 2,007,498 335,018 21.99 148,704 8.00
Cash 6,477 18,301 19,765 11.824 182.55 1.464 8.00
Deposits at the
SBV
5.198 7.852 8.480 2,654 51.06 628 8.00
Deposits at financial institutions in and outside the
country
212 456 492 244 115.09 36 8.00
Loans to financial
institutions and individuals in the
country
954.381 1.248.547 1,348,431 294.166 30.82 99,884 8.00
Fixed
assets
1.893 4,726 5.104 2.833 149.66 378 8.00
Other assets 555.615 578,912 625.225 23,297 4.19 46.313 8.00
2. Capital source 1,523,776 1,858,794 2,007,498 335,018 21.99 148,704 8.00
Borrowing from the State Bank, other
credit institutions
0 0 0 0 - 0 -
Deposits of financial institutions and
residents
1,156,674 1,465,878 1,583,148 309.204 26.73 117,270 8.00
Issuing valuable papers 170,726 131,735 142,274 -38,991 -22.84 10,539 8.00
Debt assets
other
137.732 197.060 212.825 59.328 43.07 15,765 8.00
Capital and
funds
58,644 64,121 69.251 5.477 9.34 5.130 8.00

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Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 5

Source: Customer Relations Department of NCB-Hue Bank - About the situation of assets

From Table 2.2, we can see that the total assets of NCB-Hue increased over the years. Specifically, 2016 compared to 2015 increased by 335,018 million VND, equivalent to 21.99%. In 2017 compared to 2016 increased by 148,704 million VND, equivalent to 8%.

In total assets, loans to financial institutions and domestic individuals accounted for the majority and increased steadily over the years. Specifically, 2016 increased by 294,166 million VND compared to 2015 or 30.82%. By 2017, it increased by VND 99,884 million, or 8% compared to 2016. This is the business activity that generates the main source of income for the branch, this result shows that the lending situation of the branch is very positive. Besides, items such as cash, deposits at the State Bank, deposits at domestic and foreign credit institutions increased over the years. Although accounting for a small proportion, it plays a very important role when the Bank faces risks.

In general, fixed assets have increased steadily over the past 3 years. Specifically, fixed assets in 2016 were VND 4,762 million, an increase of VND 2,833 million, equivalent to 149.66%. In 2017, fixed assets were VND 5,104 million, an increase of VND 378 million (an increase of 8%) compared to 2016. Thereby, showing that the branch is not only interested in profitable activities but also interested in necessary targets. necessary in banking operations.

- About the situation of capital

The situation of capital growth in an upward direction has contributed significantly to building the Bank's reputation. Besides, thanks to the Bank's strategies as well as the efforts of the staff of NCB - Hue branch has attracted a large amount of deposits from financial institutions and residents. Specifically, in total capital, deposits of economic institutions and residents accounted for the highest proportion, continuously increasing over the past 3 years. In 2015, the amount of deposits from economic institutions and residents was 1,156,674 million VND, in 2016 the amount was 1,465,878 million VND, an increase of 309,204 million VND (accounting for 26.73%) compared to 2015. By 2017 the amount deposits from financial institutions and residents reached VND 1,583,148 million, an increase of VND 117,270 million, an increase of 8% compared to 2016. Thus, this shows that customers' confidence in the Bank is increasing over the years. This is a good sign for the Bank.

NCB- Hue branch issues valuable papers that fluctuate over the years. In 2015, the Bank issued valuable papers to mobilize capital reaching VND 170,726 million.

However, by 2016, the issuance of valuable papers was VND 131,735 million, a decrease of VND 38,991 million, equivalent to a rate of 22.84% compared to 2015. By 2017, the number of valuable papers issued was 142,274 million. VND increased by VND 10,539 million, equivalent to 8% compared to 2016. The bank issued valuable papers to mobilize capital, but it did not achieve good results, because credit institutions restricted deposits in order to raise capital. store capital for other activities. Regarding other assets and capital, the Bank's funds have increased steadily over the years, however, these items have a small proportion so they do not affect the total capital much.

Through the above analysis, we can see that there are still some items with abnormal fluctuations in the total assets and total capital of the branch. However, due to the offset effect, total assets and capital increased continuously over the past 3 years. That proves that the branch has always operated stably and developed in the context of the constantly fluctuating economy and competition among banks in the region.

2.1.4.3. Business results of National Bank Hue branch in the period 2015-2017

Table 2.3: Business results of National Bank Hue branch in the period 2015-2017

Unit: million VND

Targets year
2015
year
2016
year
2017
Compare
2016/2015 2017/2016
+/- % +/- %
1. Income 100.247 110.563 119,408 10.316 10.29 8.845 8.00
Interest income 65.603 89.815 97.00 24.212 36.91 7.185 8.00
Income from activities
service activities
5.172 6.195 6,691 1.023 19.78 496 8.01
Income from
foreign currency trading activities
1.018 1.017 1.098 -first -0.10 81 7.96
Other Autumn 28,454 13.536 14.619 -14,918 -52.43 1.083 8.00
2. Costs 86.265 94.576 102.142 8.311 9.63 7.566 8.00
Interest expense 69,762 78,852 85,160 9.090 13.03 6.308 8.00

Service operating costs
345 1.547 1.671 1.202 348.41 124 8.02

Foreign exchange operating expenses
0 0 0 - - - -
Tax payment expenses 500 523 565 23 4.60 42 8.03
Other costs 15.658 13,654 14,746 -2,004 -12.80 1.092 8.00
3. Profit 13,982 15,987 17,266 2005 14.34 1.279 8.00

Source: Customer Relations Department of NCB-Hue Bank

- About income

From Table 2.3, we can see that the income of NCB - Hue branch has increased over the years.

Specifically, in 2015, the Bank's income was VND 100,247 million, in 2016 the Bank's income level was VND 110,563 million, an increase of VND 10,316 million, equivalent to 10.29% compared to 2015. By 2017 , the Bank's income is 119,408 million VND, an increase of 8,845 million VND, ie an increase of 8% compared to 2016. The reason why the Bank's income is so achieved is mainly due to interest income. This is the main source of income of the Bank because the main activity of the Bank is to earn profits from credit investments. In 2015, the Bank's interest income was VND 65,603 million, in 2016 interest income reached VND 89,815 million, showing an increase of VND 24,212 million, equivalent to a rate of 36.91% compared to 2015. However, In 2017, interest income increased slightly at VND 97,000 million, an increase of VND 7,185 million, accounting for 8% compared to 2016. Thus,The Bank's interest income tends to increase, but compared to 2015 and 2016, the interest income level in 2017 somewhat slowed down. And to have such increased interest income over the years, it is because the Bank has provided products and services to satisfy the needs of customers.

Income from service activities is also an important source of income. In 2016, income from service activities was VND 6,195 million, an increase of VND 1,023 million or 19.78% compared to 2015. In 2017 compared to 2016, income from service activities increased by VND 496 million. ie an increase of 8.01%. The reason that income from service activities has increased over the years is because the Bank has ATM card services, paying salaries through personal deposit accounts. Income from foreign currency trading accounts for a very small proportion. Specifically, in 2015, the income was 1,018 million VND, by 2016, the income from foreign currency trading activities decreased by 1 million VND or 10% compared to 2015. However, by 2017 the income was 1,098 million VND. increased to 81 million VND, equivalent to 7.96% compared to 2016.This low level of income is due to the reticence of the people and the target audience of the Bank.

Income from other items tends to decrease significantly over the years. In 2015, the income reached 28,454 million VND, by 2016, the income level decreased to 13,536 million VND, down 14,918 million VND or 52.43% compared to 2015.

However, by 2017, this income increased slightly to 14,619 million VND, an increase of 1,083 million VND, equivalent to 8%, a negligible increase compared to 2016. Due to the sharp decrease in income from other items, to a relatively slow increase in total income.

- About the cost

Reducing costs is the top concern of every Bank to increase profits.

Expense and income are two factors that greatly affect income.

Costs have increased steadily over the years. In 2016 compared to 2018 total bank expenses increased by 8,311 million VND, equivalent to 9.63%. In 2017 compared to 2016 the total cost increased by VND7,566 million, accounting for 8%.

Interest expense accounts for the majority of expenses, in 2015 interest expense was 69,762 million dong, in 2016 it was 78,852 million dong, an increase of 9,090 million dong, accounting for 13.03%. In 2017, interest expense was 85,160 million dong, an increase of 6,308 million dong, accounting for 8% of 2016. The reason for high interest expense was the large source of loan capital and the increased interest rate. It is necessary to have a balance measure between mobilized capital and business capital in order to reduce interest expenses in order to compete among banks in the region.

Service costs tend to increase significantly. This proves that the Bank focuses on equipment, facilities and management activities.

In addition, the Bank has invested heavily in the staff in the process of approaching customers.

The bank does not charge fees for foreign business activities. The cost of paying that tax is a mandatory item. Tax payment expenses have increased steadily over the years because the Bank's income has increased.

Other costs also account for a very large proportion in the cost section, tending to increase and decrease unevenly. In 2015, this expense was at VND 15,658 million, in 2016 it decreased to VND 13,654 million, or a decrease of VND 2,004 million (down 12.80%) compared to 2015. However, by 2017, this cost increased. increased to 14,746 million VND, an increase of 1,279 million VND (an increase of 8%) not much increase compared to 2016. Thereby showing that the Bank has reduced unnecessary expenses, the labor source has not increased significantly over the years. The years have contributed to the Bank's reduction in training costs.

- About profit

In general, in the period 2015-2017, NCB- Hue branch has had a positive change in improving business performance. This is reflected in the profit that the Bank has achieved over the years. Specifically, the profit earned in 2015 was 13,982 million dong, in 2016 the profit continued to increase to 15,987 million dong, increasing by 2,005 million dong, accounting for 1.34%. By 2017, the Bank's profit was at VND 17,266 million, an increase of VND 1,279 million, an increase of 8% compared to 2016. In general, the increase in profit was not too large, which proves that operating expenses and revenue input is different. Therefore, the Bank needs to find solutions to increase income and reduce operating costs in the near future.

2.1.5. Situation lending business for private clients at National Commercial Bank branch Hue

Table 2.4: Credit activities at NCB Hue branch in the period of 2015-2017

Unit: Million VND

Targets year
2015
year
2016
year
2017
Compare
2016/2015 2017/2016
+/- % +/- %

Loan turnover
954.381 1.248.547 1.410,858 294.166 30.82 162.311 13.00

Debt collection revenue
902.324 1,088,858 1.230.410 186.534 20.67 141.552 13.00
Outstanding balance of
loans
107.043 266.732 301,407 159.689 149.18 34.675 13.00
1. Currency 107.043 266.732 301,407 159.689 149.18 34.675 13.00
VND 107.043 266.732 301,407 159.689 149.18 34.675 13.00
Currency 0 0 0 0 - 0 -
2. Term 107,403 266.732 301,407 159.689 149.18 34.675 13.00
Short-term 51,813 124.631 140,833 72.818 140.54 16,202 13.00
Medium, long
term
55.230 142.101 160.574 86.871 157.29 18,473 13.00
3. Objects 107.043 266.732 301,407 159.689 149.18 34.675 13.00
Enterprise 28,454 50,770 57,370 22,316 78.43 6.60 13.00
CP company 3.130 7.616 8.606 4.486 143.31 990 yen 13.00
Co., Ltd 5.975 14,723 16,637 8,748 146.40 1,914 13.00
Private Enterprise 19,349 28,431 32,127 9.082 46.94 3,696 13.00
Individual 78,589 215,962 244.037 137,373 174.80 28.075 13.00
Overdue 1.317 307 347 -1.010 -76.69 40 13.00
The debt ratio is too
limited
1.23 0.12 0.12 -1.12 -90.65 0 0

Source: Customer Relations Department of NCB-Hue Bank

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