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

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Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 1

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 1

HUE UNIVERSITY UNIVERSITY OF ECONOMICS DEPARTMENT MANAGEMENT —– —– UNIVERSITY GRADUATION COURSE Topic: ASSESSMENT QUALITY Lending Services FOR PERSONAL CUSTOMERS AT NATIONAL COMMERCIAL JOINT STOCK COMPANY HUE BRANCH Instructor: MSc Tong Viet Bao Performed by students: Hoang Le Quang Nhat ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 2

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 2

PART II. RESEARCH CONTENTS AND RESULTS CHAPTER I. OVERVIEW OF LIVING SERVICE QUALITY FOR PERSONAL CUSTOMERS AT COMMERCIAL BANK 1.1. Overview of Commercial Bank 1.1.1. The concept of Commercial Bank According to the provisions of Article 4, Law on Credit Institutions No. 47/2010/QH12 passed by the ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 3

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 3

When lending to individual customers to serve production and business needs, commercial banks have contributed to promoting economic development such as reducing unemployment rate, creating production capacity for household goods. The number of households is increasing, the household economy is ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 4

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 4

However, the use of quality and distance models as a basis for assessing service quality is also controversial (Carmen 1990, Cronin & Taylor 1992). From the experimental research results, Cronin & Taylor (1992) with the SERVPERF scale, said that the perceived level of customers towards the service ...

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

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 ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 6

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 6

- Loan sales: From Table 2.4, we can see that loan sales have increased over the years. Specifically, in 2015, loan turnover was 954,381 million VND, in 2016 was 1,248,547 million VND, increased to 294,166 million VND, equivalent to an increase of 30.82%. By 2017, loan sales reached VND 1,410,858 ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 7

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 7

Through Table 2.7, we remove the observed variable CT2: "Bank employees serve all customers fairly when they come to the transaction" because there is a correlation coefficient of the total variable less than 0.3. In addition, all the remaining observed variables have a total correlation ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 8

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 8

- Check the fit of the model The next step in regression analysis is to perform the F test on the fit of the regression model, to see if the dependent variable is linearly related to all the independent variables. Hypothesis testing: H0: The linear regression model is not suitable (ß1 = ß2 = ß3 ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 9

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 9

- Factor Level of sympathy The survey results show that customers feel good about the level of sympathy of NCB - Hue Bank . Specifically: Customers strongly agree with the criterion "The bank always puts your interests first" with the average value of 4,015. It shows that the Bank always ...

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

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 ...

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 11

Evaluation of loan service quality for individual customers at National Commercial Joint Stock Bank - 11

Correlations   hl nlpv du tc pth   hl 1,000 yen .320 .426 .433 .285   nlpv .320 1,000 yen .000 .000 .000 Pearson Correlation du .426 .000 1,000 yen .000 .000   tc .433 .000 .000 1,000 yen .000   pth .285 .000 .000 .000 1,000 yen   hl . .000 .000 .000 .000   nlpv .000 . .500 .500 .500 ...

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