The influence of corporate social responsibility on the loyalty of customers depositing money at Vietnamese commercial banks - 8

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APPENDIX 1: STATISTICS OF COMMERCIAL BANKS IN VIETNAM AS TO December 31, 2016

TT

BANK NAME

AUTHORIZED CAPITAL

Nationwide

Ho Chi Minh

Headquarters

Branch/Department No

Translate

Number of transaction offices

Branch/Department No

Translate

Number of transaction offices

first

Sacombank

18852

109

443

30

152

Ho Chi Minh City

2

Asia (ACB)

9377

81

269

thirty first

108

Ho Chi Minh City

3

East Asia (EAB)

5000

56

212

11

50

Ho Chi Minh City

4

Saigon (SCB)

14295

50

180

17

100

Ho Chi Minh City

5

HDBank

8100

50

171

5

60

Ho Chi Minh City

6

Eximbank

12355

42

164

16

69

Ho Chi Minh City

7

Orient (OCB)

4000

34

80

ten

28

Ho Chi Minh City

8

Saigon Industry and Trade

3080

33

56

11

16

Ho Chi Minh City

9

An Binh (ABB)

5319

30

125

2

36

Ho Chi Minh City

ten

Vietnamese version (Viet Capital)

3000

27

38

4

13

Ho Chi Minh City

11

South Asia

3021

23

forty six

7

23

Ho Chi Minh City

twelfth

Agribank

29126

942

1358

48

143

Hanoi

13

BIDV

34187

190

815

36

90

Hanoi

14

Vietinbank

37234

155

1000

23

105

Hanoi

15

Vietcombank

35977

101

395

twelfth

75

Hanoi

16

Army

17127

89

176

14

28

Hanoi

17

Techcombank

8878

62

250

ten

90

Hanoi

18

Lien Viet Post Office

6460

63

71

3

9

Hanoi

19

Saigon – Hanoi

11196

55

395

3

22

Hanoi

20

Vietnam Prosperity

9181

50

232

9

42

Hanoi

21

International (VIB)

5644

50

110

6

22

Hanoi

22

Maritime (MSB)

11750

62

208

ten

48

Hanoi

23

Southeast Asia

5466

39

121

6

25

Hanoi

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The influence of corporate social responsibility on the loyalty of customers depositing money at Vietnamese commercial banks - 8

24

Vietnamese Mass

9000

33

75

6

25

Hanoi

25

Tien Phong (TPB)

5842

26

30

5

15

Hanoi

26

Viet A (VIETA Bank)

3500

21

91

6

25

Hanoi

27

National (NCB)

3010

24

66

first

26

Hanoi

28

Petrolimex

3000

16

65

3

twelfth

Hanoi

29

GP Bank

3018

13

66

2

5

Hanoi

30

Bao Viet

3150

twelfth

23

3

9

Hanoi

thirty first

Kien Long

3000

28

89

first

13

OTHER

32

North Asia

5000

22

80

2

15

OTHER

33

Ocean Bank

4000

21

101

3

11

OTHER

34

CB Bank

3000

16

96

2

26

OTHER

35

Vietnam Thuong Tin

3249

11

85

6

43

OTHER

 

TOTAL

2,636

7,782

364

1,579

 

APPENDIX 2: MEASUREMENTS USED IN THE STUDY

The source

The scale

Corporate social responsibility scale

Nguyen Hong Ha (2016)

This bank provides accurate information about money products

send to customers.

This bank cares about the interests of depositors

(customer care consultant,…).

Banks treat customers fairly.

The price of the product is affordable, in line with the quality of the product.

This bank has programs to support literary activities

culture, community and society (studying for students, helping people in need, ...)

Customer loyalty scale

Oliver (1999)

If my friends or relatives need advice on deposit products,

I will always recommend this bank.

I usually speak well of this bank when someone asks about it.

I will always go to the bank every time I want to deposit new money.

This bank is the first choice when I need to use the product

new deposit products.

Customer identification scale

Pérez and Bosque (2015a).

I see a strong resemblance between myself and the bank

This bank matches my personality

I feel great to be a customer of the bank

this

I am pleased to say that I am a customer of the bank

this item

I feel strongly attached to this bank

I feel strongly about the membership of this bank.

 

Customer emotion scale

Vlachos (2012)

I love this bank

I love this bank

This bank makes me feel very happy

This bank is my favorite

Customer confidence scale

Martínez and Bosque (2013)

This bank's deposit service makes me feel safe.

I believe in the quality of deposit service of this bank.

The bank's deposit service ensures quality.

This bank cares about deposit customers.

This bank is honest with its depositors.

Customer satisfaction scale

Pérez & Bosque (2015a)

The decision to choose to deposit money at this bank is the right decision

right.

I feel happy when I decided to choose this bank;

The bank provides the banking services I need

I am satisfied with the bank I am using.

ANNEX 3: GROUP DISCUSSION OUTLINE

Dear Sir/Madam,

My name is Le Anh Tuan. Currently, I am working on the topic "The influence of corporate social responsibility on the loyalty of depositors at Vietnamese commercial banks ". We hope that you will take the time to participate in the discussion of some of the issues related to the above research. I hereby declare that the results of the discussion will only be used for the purpose of this research.

Thank you very much for your support!

Part 1: Personal information

1. Could you please tell us your name, age and occupation? Work unit?

2. Could you please provide your phone number?

Part 2: Discussion

1. Have you ever deposited money (deposit for payment, deposit in savings) at Vietnamese commercial banks in Ho Chi Minh City?

2. Have you heard of the concept of Corporate Social Responsibility (CSR) of banks?

- Here are 4 consequences of CSR: Customer trust; Customers' feelings; Customer satisfaction; Customer identification.

What are your thoughts on these consequences?

3. Have you ever heard of the concept of customer loyalty?

- Here are 4 factors affecting customer loyalty: Customer trust; Customers' feelings; Customer satisfaction; Customer identification. What do you think about these factors?

4. Thus, the consequences of CSR will be the factors affecting loyalty, do you have any opinion?

5. These mediating factors also influence each other, ie:

- Customer identification has a positive impact on customer emotions.

- Customer identification has a positive impact on customer satisfaction.

- Customer emotions have a positive impact on customer satisfaction.

- Customer trust has a positive impact on customer satisfaction.

- Customer trust has a positive impact on customer identification.

Do you have any comments?

6. There are 5 questions to measure the bank's CSR for depositing customers. In your opinion, does each of the following statements make sense? Did you add or correct anything?

6.1 This bank provides accurate information about deposit products to customers.

6.2 This bank cares about the interests of depositing customers (consultation, customer care, ...).

6.3 The Bank treats depositors fairly.

6.4 Product prices are affordable, consistent with product quality.

6.5 This bank has programs to support cultural, community and social activities (studying for students, helping the needy,...).

7. There are 4 questions to measure customer loyalty for deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?

7.1 If my friends and relatives need advice on deposit products, I will always recommend this bank.

7.2 I usually speak well of this bank when someone asks about it.

7.3 I will always go to the bank every time I want to deposit new money.

7.4 This bank is my first choice when I need to use a new deposit product.

8. There are 6 questions to measure customer identification with the bank. In your opinion, does each of the following statements make sense? Did you add or correct anything?

8.1 I see a strong resemblance to the bank

8.2 This bank matches my personality

8.3 I feel great to be a customer of this bank

8.4 I am pleased to say that I am a customer of this bank

8.5 I feel strongly attached to this bank

8.6 I feel strongly about the membership of this bank.

9. There are 5 questions to measure customer confidence in deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?

9.1 This bank's deposit service makes me feel safe.

9.2 I trust the quality of deposit service of this bank.

9.3 The bank's deposit service ensures quality.

9.4 This bank is interested in depositors.

9.5 This bank is honest with its depositors.

10. There are 4 questions to measure customer confidence in deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?

10.1 I love this bank

10.2 I'm in love with this bank

10.3 This bank makes me feel very happy

10.4 This bank is my favorite

11. There are 4 questions to measure customer satisfaction with deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?

11.1 Deciding to deposit money at this bank is the right decision

11.2 I feel happy when I decide to deposit money at this bank;

11.3 The bank provided the deposit banking services I needed

11.4 I am satisfied with the bank I am using

Thank you very much for your contribution,

ANNEX 4: LIST OF ANSWERS PARTICIPATION IN GROUP DISCUSSION

Stt

NAME

YEAR OLD

CAREER

KARMA

ELECTRICAL NUMBER

PHONE

Work unit

first

Tran Huu Tai

24

Private staff

question

0902.380,393

BIDV – Mrs

Chieu

2

Tran Thi Thuy

Page

30

Tellers

0164,399,6007

Vietcombank -

Tan Binh Branch

3

Nguyen Thanh

Pros

24

Self business

do

0937.36.10.32

 

4

Le Thi Yen Nhi

21

Student

0966.340.640

 

5

Nguyen Thi

Thanh Thuy

30

Housewife

0976,937,546

 

6

Pham Thuy Nhu

Snow

27

Tellers

0981,846.490 VND

Vietinbank – spending

branch 12

7

Pham Hoang

Phuong Ha

25

Office staff

room

0127.242.6289

 

8

Bui Anh Thu

27

Tellers

0903.742.886

SCB – Hoc Mon

APPENDIX 5: SURVEY QUESTIONS FORM

Dear: Ladies and Gentlemen,

My name is Le Anh Tuan, a graduate student of course 25, University of Economics, Ho Chi Minh City.

With the desire to bring satisfaction as well as the best service to customers who are using products and services at Vietnamese commercial banks through the influence of corporate social responsibility activities. I have carried out the topic " The influence of corporate social responsibility on the loyalty of customers depositing money at Vietnamese commercial banks"

Please let us know your thoughts on some of the following issues; If you have a need, part of the results will be sent to you.

Thank you very much for your contribution!

Have you ever been or are you making a deposit (deposit for payment, deposit in savings) of a Vietnamese commercial bank in Ho Chi Minh City?

  Yes (Please answer the following questions).

  No (Please stop answering the survey here).

A. PERSONAL INFORMATION

A1. Please indicate your gender?   Male   Female _

A2. Please indicate your age?

a. Under 25 (< 25) b. From 25 to 40 (25–40 )

c. From 41 to 60 d. Over age 60

A3. Please indicate your highest level of education?

a. High School b. High School, College c. University d. After university

A4. Your monthly income?

a. < 5,000,000 VND b. 5,000,000 – less than 10,000,000 VND c. 10,000,000 - 20,000,000 VND. d. over 20,000,000 VND

A5. Which bank do you usually deposit payment or savings at? .................................................................. ................................................. ..........................

A6. Which bank's deposit service do you usually use?

 Current deposit  / Demand deposit   Savings deposit

A7. When did you make a deposit transaction with the bank?

a. Less than 1 year b. 13 years. c. more than 3 years.

B. BANK SURVEY

For the bank you are dealing with most frequently, please rate your agreement with an “ X ” with the conventional statements:

(1)  Totally disagree  (2)  Disagree

(3)  Normal  (4)  Agree  (5)  Totally agree.

B1. Corporate Social Responsibility

TN1

This bank provides accurate information about

deposit products for customers.

first

2

3

4

5

TN2

This bank cares about the interests of its customers

(consultation, customer care, ...).

first

2

3

4

5

TN3

Banks treat customers fairly.

first

2

3

4

5

TN4

Service fees are reasonable, consistent with the product.

first

2

3

4

5

TN5

This bank has programs to support cultural, community and social activities

students, helping people in need, etc.)

first

2

3

4

5

B2. Customer identification

ND1

I see a strong resemblance between me and the bank

row

first

2

3

4

5

ND2

This bank matches my personality

first

2

3

4

5

ND3

I feel great to be a customer

of this bank

first

2

3

4

5

ND4

I enjoy saying that I am a guest

This bank's products

first

2

3

4

5

ND5

I feel strongly attached to this bank

first

2

3

4

5

ND6

I feel strongly about the membership of

this bank.

first

2

3

4

5

ND7

I see a strong resemblance between me and the bank

row

first

2

3

4

5

B3. Customer's feelings

CX1

I love this bank

first

2

3

4

5

CX2

This bank makes me feel very interesting

first

2

3

4

5

CX3

This bank is my favorite

first

2

3

4

5

CX4

I feel comfortable every time I make a deposit transaction at

this bank.

first

2

3

4

5

B4. Customer confidence

NT1

I feel safe when I deposit money in the bank

first

2

3

4

5

 

this.

         

NT2

I believe in the quality of deposit service of

this bank.

first

2

3

4

5

NT3

Reputable bank for depositors

first

2

3

4

5

NT4

This bank cares about customers who deposit.money

first

2

3

4

5

NT5

This bank is honest with its depositors

first

2

3

4

5

NT6

I believe in the quality of deposit service of

this bank.

first

2

3

4

5

B5. Customer satisfaction

HL1

The decision to choose to deposit money at this bank is decisive

correct determination.

first

2

3

4

5

HL2

I feel satisfied when I decide to deposit at

this bank.

first

2

3

4

5

HL3

Banks provide deposit services

that I need.

first

2

3

4

5

HL4

I am satisfied with the bank I am using.

first

2

3

4

5

B6. Loyalty

TT1

If someone I need advice on deposit products,

I will always recommend this bank.

S

2

3

4

5

TT2

I usually speak well of this bank when someone asks

about it.

first

2

3

4

5

TT3

I will always go to the bank whenever I want

want to send money.

first

2

3

4

5

TT4

This bank is my first choice when I need it

use the new deposit product.

first

2

3

4

5

TT5

I usually speak well of this bank when someone asks

about it.

first

2

3

4

5

Survey ended, thank you for your contribution!

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