Evaluation Of Service Quality At Branches, Transaction Offices, Savings Funds At Scb

APPENDIX 3

SURVEY OF SERVICE QUALITY AT BRANCHS, TRANSACTIONS, SAIGON COMMERCIAL SECTOR FUND IN HCMC

Hello Customers,

First of all, I would like to send my best wishes to you. I am a graduate student of Course 20 – University of Economics Ho Chi Minh City. I am currently doing a graduate thesis with the content of researching customer satisfaction with service quality at Saigon Commercial Joint Stock Bank (SCB) after the merger. Please take a moment to answer the questionnaire below. We look forward to receiving your enthusiastic cooperation.

40 – 55 > 1 class= lazyload > I. General Information:  – Gender: Female Male 1 class= lazyload 1 40 – 55 > 1 class= lazyload > I. General Information:  – Gender: Female Male 1" class="lazyload"> 25 – 40  > 40 – 55 > 1" class="lazyload">

I. General Information:

 – Gender: Female Male

 – Age: 18 – 25 > 25 – 40

 > 40 – 55 > 55

 – You have a transaction relationship with SCB as:

 Personal Business

 – Your transaction time with SCB

 □ < 6 months > 18-24 months

 □ 6-12 months □ >24 months

 >12-18 months

 – How many banks do you deal with?

 1-2 banks 7-8 banks

 □ 3-4 banks > 8 banks

 □ 5-6 banks

 – Your monthly income

 □ < 6 million dong □ > 9 – 24 million dong

 □ 6–9 million dong > 24 million dong

 – Your education level

 □ High School College

 □ Intermediate, College Postgraduate

 – Your occupation

 □ State officials and employees

 □ Employees of limited companies, CPs, joint ventures…

 □ Trading, small business

 □ Professional occupation (doctor, lawyer, banker, …)

 □ Private business owner

 □ Workers Teachers Housewives

 □ Student □ Retired □ Other profession…………..

II. Services of SCB:

Which of the following services have you used/are using SCB’s services? (can choose multiple products/services)

ServiceNo
good
Bottle
often
Pretty
good
GoodVery
good
Savings deposit, money term sending     
Payment deposit     
Loan     
Gold-foreign currency trading     
Issuance of documents price     
Money deposit domestic     
National money transfer service economy     
Billing service single     
Treasury Services     
Investment     
Factoring     
Guarantee     
International payments     
ATM card     
Power banking service death of Ebanking     
Other (please write clear)…………..
…………………….
     

Maybe you are interested!

III. Evaluation of service quality at branches, transaction offices, savings funds at SCB

Please put an x in the appropriate box:

Point ladder:

Not goodNormalPretty goodGoodVery good
first2345
STTINGREDIENTBefore the merge    After the merge    
  first2345first2345

TRUST

firstSCB provide the same service as
Orange conclude
          
2SCB good security of information of
guest row
          
3Deliver the service at SCB is safe and
always receive protection from
SCB
          
4SCB interested in solving problems, Satisfactory customer complaints          
5SCB implement and solve
deliver translated on time
promise with customers
          
6Time Fast transaction processing time          

RESPONSE

7Products SCB’s products and services respond
application most customer needs
row
          
8Lake simple transaction procedures
simple, clear, easy to understand, convenient
          
9SCB have a suitable working time
fit, convenient
          
tenSCB apply competitive interest rates
painting
          
11SCB have a suitable transaction fee
fit
          
twelfthYes documents, information on the site
web complete, professional,
guest goods easy to learn
NS services of SCB
          
13Core SCB members are always available
answer meet customer requirements
          
14Core SCB staff guide
custom complete and easy to understand
          
15Core SCB members consult carefully
product products and services to help customers
row product selection
Translate service that meets the requirements
          

SERVICE CAPABILITIES

16Core SCB staff have enough knowledge
specializing in subject to answer the questions
ask of cutomer
          
17Core SCB members carry out the delivery
Translate Accurate, less error
          
18Core SCB staff are always polite and
elegant polite, friendly attitude
and care about customers
          
19Core SCB members are always available
help help, serve customers
          
20Core SCB members are always attentive and
take know your own interests Customer’s difference
          
21SCB staff perform and deal with transactions quickly and in a timely manner          

EMPATHETIC

22Core SCB members understand the needs
special customer’s distinction
          
23SCB often have main
book customer care
          
24SCB consultation and satisfactory answer
worth questions, complaints
of the client
          
25Core SCB members never
express out too busy not to reply
application Customer requirements
          
26Core SCB members always serve
labour equal to all customers
          
27SCB receive and acknowledge comments
close customer contribution
          

TANGIBLE MEDIA

28Paper designed sheets, forms
clear clear, simple, easy to understand
          
29SCB have a trading network
wide everywhere and easy to contact
          
30SCB have a technological system
pine modern news
          
thirty firstWay decorate rooms, counters
deliver Reasonable translation, easy customer
take know
          
32Set SCB’s external design catches
eye, attract sight
          
33Core members with beautiful costumes,
calendar NS
          
34Muscle facilities, amenities (newspapers,
water drinks, confectionery, …) service good
          

IV. Satisfaction level after SCB consolidation (please mark x in the appropriate box)

Customer satisfaction about service quality at SCB for each component

Level reliability of SCB
as how?
Not yet obtainMiddle
jar
ObtainGoodVery
good
SCB meet the needs
bridge of customers like
position any?
Not yet obtainMiddle
jar
ObtainGoodVery
good
Power service force of
SCB how?
Not yet obtainMiddle
jar
ObtainGoodVery
good
SCB sympathize with
guest such goods
any?
Not yet obtainMiddle
jar
ObtainGoodVery
good
Direction tangible convenience
of the How is SCB?
Not yet obtainMiddle
jar
ObtainGoodVery
good

How does SCB meet your needs?

Not yet obtaincentral jarObtainGoodVery good

SCB is your first choice

Complete all
are not agree
Are not agreeJar oftenCopper ideaComplete all
copper idea

Do you continue to transact with SCB?

Are not continueAlmost like noAre not knowAre not sureSure sure

Would you recommend SCB services to others?

Sure sure
are not
Almost like noAre not knowAre not sureSure sure

In short, what is the level of customer satisfaction?

Complete all
are not satisfied
satisfied
Are not satisfyJar oftenSatisfied satisfiedComplete all
satisfied satisfied

V. Customer opinions to improve service quality

…………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………… …………………………………………………………………………………………………………………… ……………………………………………………………………………………………………………………

Thank you for your enthusiastic review!

APPENDIX 4

IngredientEncode Service properties
 Before the mergeAfter the merge 
TRUSTTC1TC1SSCB Provide the service as promised
 TC2TC2SSCB Good security of customer information
 TC3TC3SDeliver Transactions at SCB are safe and always receive protection
guard from SCB
 TC4TC4SSCB interested in solving questions and complaints of
guest satisfactory goods
 TC5TC5SSCB execute and settle the transaction properly
time The term promised to the customer
 TC6TC6STime Fast transaction processing time
RESPONSEDU7DU7SProducts SCB’s products and services meet most needs
of the client
 DU8DU8SLake simple, clear, easy to understand transaction procedures,
favorable convenient
 DU9DU9SSCB have a suitable and convenient working time
 DU10DU10SSCB Competitive interest rates apply
 DU11DU11SSCB have a suitable transaction fee
 DU12DU12SYes documents, information on the website is complete, specialized
Karma, customers easily learn the services
of the SCB
 DU13DU13SCore SCB members are always ready to meet the requirements of
guest row
 DU14DU14SCore SCB staff guide the procedure completely and easy to understand
 DU15DU15SCore SCB staff consult carefully about products and services
help Customers can choose products and services
edema in accordance with the request
SERVICE CAPABILITIESNL16NL16SCore SCB staff have enough professional knowledge to pay
word customer questions
 NL17NL17SCore SCB members perform transactions correctly, with few errors
missing
 NL18NL18SCore SCB employees are always polite and courteous, with an attitude
Dear Friendly and attentive to customers
 NL19NL19SCore SCB staff are always ready to help and serve customers
 NL20NL20SCore SCB staff always pay attention and recognize the
Mandarin customer’s other distinct mind
 NL21NL21SCore SCB members execute and settle transactions
fast quick, timely
EMPATHETICDC22DC22SCore SCB staff understand the special needs of customers
row
 DC23DC23SSCB regular customer care policy
row
 DC24DC24SSCB consulting and satisfactorily answering questions,
complaint customer complaints
 DC25DC25SCore SCB staff never seem too busy to
are not meet customer requirements
 DC26DC26SCore SCB members always serve fairly with all
guest row
 DC27DC27SSCB receive and record guest comments
row
TANGIBLE MEDIAPT28PT28SPaper sheets and forms are designed to be clear and simple,
easy understand
 PT29PT29SSCB has a wide and convenient transaction network
generation
 PT30PT30SSCB modern information technology system
 PT31PT31SWay arrange reasonable rooms and counters,
guest recognizable goods
 PT32PT32SSet SCB’s exterior design is eye-catching, attracting attention
look
 PT33PT33SCore members have nice clothes, polite
 PT34PT34SMuscle facilities, amenities (newspapers, drinking water, confectionery,
…) good service

APPENDIX 5

Description of the survey form:

SEX

..FrequencyPercentValid PercentCumulative
Percent
ValidFemale
Male
Total
129 105 23455.1 44.9 100.055.1 44.9 100.055.1 100.0

AGE

..FrequencyPercentValid PercentCumulative
Percent
Valid18 – 25
>25 – 4
>40 – 5
>55
Total
41 99 sixty one 33 23417.5 42.3 26.1 14.1 100.017.5 42.3 26.1 14.1 100.017.5 59.8 85.9 100.0

INCOME

..FrequencyPercentValid PercentCumulative
Percent
Valid< 6 trieu dong
6-9 trieu dong
> 9-24 trieu dong
>24 trieu dong
Total
26 56 82 70 23411.1 23.9 35.0 29.9 100.011.1 23.9 35.0 29.9 100.011.1 35.0 70.1 100.0

YOU HAVE A TRADING RELATIONSHIP WITH SCB AS THEY

..FrequencyPercentValid PercentCumulative
Percent
ValidIndividual
Enterprise
Total
179 55 23476.5 23.5 100.076.5 23.5 100.076.5 100.0

YOUR TRADING TIME WITH SCB

..FrequencyPercentValid PercentCumulative
Percent
Valid< 6 months 6-12 months >12-18 months
>18-24 months
>24 months
Total
26 54 55 23 76 23411.1 23.1 23.5 9.8 32.5 100.011.1 23.1 23.5 9.8 32.5 100.011.1 34.2 57.7 67.5 100.0
Date published: 01/11/2021
Trang chủ Tài liệu miễn phí