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"> 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)

Service	No good	Bottle often	Pretty good	Good	Very 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 good	Normal	Pretty good	Good	Very good
first	2	3	4	5

STT	INGREDIENT	Before the merge					After the merge
		first	2	3	4	5	first	2	3	4	5

TRUST

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

RESPONSE

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

SERVICE CAPABILITIES

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

EMPATHETIC

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

TANGIBLE MEDIA

28	Paper designed sheets, forms clear clear, simple, easy to understand
29	SCB have a trading network wide everywhere and easy to contact
30	SCB have a technological system pine modern news
thirty first	Way decorate rooms, counters deliver Reasonable translation, easy customer take know
32	Set SCB’s external design catches eye, attract sight
33	Core members with beautiful costumes, calendar NS
34	Muscle 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 obtain	Middle jar	Obtain	Good	Very good
SCB meet the needs bridge of customers like position any?	Not yet obtain	Middle jar	Obtain	Good	Very good
Power service force of SCB how?	Not yet obtain	Middle jar	Obtain	Good	Very good
SCB sympathize with guest such goods any?	Not yet obtain	Middle jar	Obtain	Good	Very good
Direction tangible convenience of the How is SCB?	Not yet obtain	Middle jar	Obtain	Good	Very good

How does SCB meet your needs?

Not yet obtain

central jar

Obtain

Good

Very good

SCB is your first choice

Complete all
are not agree

Are not agree

Jar often

Copper idea

Complete all
copper idea

Do you continue to transact with SCB?

Are not continue

Almost like no

Are not know

Are not sure

Sure sure

Would you recommend SCB services to others?

Sure sure
are not

Almost like no

Are not know

Are not sure

Sure sure

In short, what is the level of customer satisfaction?

Complete all
are not satisfied
satisfied

Are not satisfy

Jar often

Satisfied satisfied

Complete all
satisfied satisfied

V. Customer opinions to improve service quality

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

Thank you for your enthusiastic review!

APPENDIX 4

Ingredient	Encode		Service properties
	Before the merge	After the merge
TRUST	TC1	TC1S	SCB Provide the service as promised
	TC2	TC2S	SCB Good security of customer information
	TC3	TC3S	Deliver Transactions at SCB are safe and always receive protection guard from SCB
	TC4	TC4S	SCB interested in solving questions and complaints of guest satisfactory goods
	TC5	TC5S	SCB execute and settle the transaction properly time The term promised to the customer
	TC6	TC6S	Time Fast transaction processing time
RESPONSE	DU7	DU7S	Products SCB’s products and services meet most needs of the client
	DU8	DU8S	Lake simple, clear, easy to understand transaction procedures, favorable convenient
	DU9	DU9S	SCB have a suitable and convenient working time
	DU10	DU10S	SCB Competitive interest rates apply
	DU11	DU11S	SCB have a suitable transaction fee
	DU12	DU12S	Yes documents, information on the website is complete, specialized Karma, customers easily learn the services of the SCB
	DU13	DU13S	Core SCB members are always ready to meet the requirements of guest row
	DU14	DU14S	Core SCB staff guide the procedure completely and easy to understand
	DU15	DU15S	Core SCB staff consult carefully about products and services help Customers can choose products and services edema in accordance with the request
SERVICE CAPABILITIES	NL16	NL16S	Core SCB staff have enough professional knowledge to pay word customer questions
	NL17	NL17S	Core SCB members perform transactions correctly, with few errors missing
	NL18	NL18S	Core SCB employees are always polite and courteous, with an attitude Dear Friendly and attentive to customers
	NL19	NL19S	Core SCB staff are always ready to help and serve customers
	NL20	NL20S	Core SCB staff always pay attention and recognize the Mandarin customer’s other distinct mind
	NL21	NL21S	Core SCB members execute and settle transactions fast quick, timely
EMPATHETIC	DC22	DC22S	Core SCB staff understand the special needs of customers row
	DC23	DC23S	SCB regular customer care policy row
	DC24	DC24S	SCB consulting and satisfactorily answering questions, complaint customer complaints
	DC25	DC25S	Core SCB staff never seem too busy to are not meet customer requirements
	DC26	DC26S	Core SCB members always serve fairly with all guest row
	DC27	DC27S	SCB receive and record guest comments row
TANGIBLE MEDIA	PT28	PT28S	Paper sheets and forms are designed to be clear and simple, easy understand
	PT29	PT29S	SCB has a wide and convenient transaction network generation
	PT30	PT30S	SCB modern information technology system
	PT31	PT31S	Way arrange reasonable rooms and counters, guest recognizable goods
	PT32	PT32S	Set SCB’s exterior design is eye-catching, attracting attention look
	PT33	PT33S	Core members have nice clothes, polite
	PT34	PT34S	Muscle facilities, amenities (newspapers, drinking water, confectionery, …) good service

APPENDIX 5

Description of the survey form:

SEX

.	.	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	Female Male Total	129 105 234	55.1 44.9 100.0	55.1 44.9 100.0	55.1 100.0

AGE

.	.	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	18 – 25 >25 – 4 >40 – 5 >55 Total	41 99 sixty one 33 234	17.5 42.3 26.1 14.1 100.0	17.5 42.3 26.1 14.1 100.0	17.5 59.8 85.9 100.0

INCOME

.	.	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	< 6 trieu dong 6-9 trieu dong > 9-24 trieu dong >24 trieu dong Total	26 56 82 70 234	11.1 23.9 35.0 29.9 100.0	11.1 23.9 35.0 29.9 100.0	11.1 35.0 70.1 100.0

YOU HAVE A TRADING RELATIONSHIP WITH SCB AS THEY

.	.	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	Individual Enterprise Total	179 55 234	76.5 23.5 100.0	76.5 23.5 100.0	76.5 100.0

YOUR TRADING TIME WITH SCB

.	.	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	< 6 months 6-12 months >12-18 months >18-24 months >24 months Total	26 54 55 23 76 234	11.1 23.1 23.5 9.8 32.5 100.0	11.1 23.1 23.5 9.8 32.5 100.0	11.1 34.2 57.7 67.5 100.0