Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 11

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Content:

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.

Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after 256

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 https://tailieuthamkhao.com

 □ 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!

View more: Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation (16 pages)

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

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