SOLUTIONS FOR DEVELOPING SAVING DEPOSIT ACTIVITIES IN VIETINBANK NGU HANH SON BRANCH

DUY TAN UNIVERSITY INSTITUTE OF INTERNATIONAL TRAINING FACULTY OF ECONOMIC MANAGEMENT - VIET MY (PSU)  UNDERGADUATE THESIS DEFENSE SOLUTIONS FOR DEVELOPING SAVING DEPOSIT ACTIVITIES IN VIETINBANK NGU HANH SON BRANCH MENTOR: MBA NGUYEN NHU HIEN HOA STUDENT: PHAN VIET HANG CLASS: K24PSU-QNH ID NUMBER: 24202409992 Da Nang, 2022 GUARANTEE I certify that this Graduation Thesis is the result of my work and the guidance of Ms Nguyen Nhu Hien Hoa I hereby declare that the data and research results in the Thesis are truthful I understand that this Dissertation may be reproduced and/or communicated for the sole purpose of detecting plagiarism I understand and undertake that if I violate the commitment, I will be sanctioned according to current regulations of Duy Tan University (DTU) Da Nang, May…, 2022 Student     Phan Viet Hang ACKNOWLEDGEMENTS To complete this thesis, first of all, I would like to express my deep gratitude to Ms Nguyen Nhu Hien Hoa, who wholeheartedly guided me throughout the writing process I would also like to thank the management and accounting department of Joint Stock Commercial Bank for Industry and Trade - Ngu Hanh Son branch in Da Nang city for creating conditions for me to complete this report Due to limited time and limited understanding, errors will inevitably occur when completing this report Therefore, I look forward to comments from the teachers as well as the accounting department of the Joint Stock Commercial Bank for Industry and Trade - Ngu Hanh Son branch Da Nang, May …, 2022 Student Phan Viet Hang LIST OF ACRONYMS CB SBV IACB CTB IR SVD AOM PP Commercial Bank State Bank Industrial and Commercial Bank Central Bank Interest rate Savings deposit Amount of money Proportion TABLE OF CONTENTS GUARANTEE ACKNOWLEDGEMENTS LIST OF ACRONYMS LIST OF TABLES LIST OF CHART - CHART RED PREAMBLE 1 Urgency of the topic Research objective Research question Objects and scope of research Research methods Thesis structure CHAPTER 1: THEORETICAL BASIS ON DEPOSIT DEPOSIT ACTIVITIES AT COMMERCIAL BANKS 1.1 THEORETICAL BASIS ON CAPITAL MODIFICATION ACTIVITIES AT COMMERCIAL BANKS 1.1.1 The concept of capital source of commercial banks 1.1.2 Meaning of capital mobilization activities of commercial banks .3 1.1.2.1 For economy 1.1.2.2 For the bank 1.1.2.3 For customers 1.2 THEORETICAL BASIS ON SAVING DEPOSIT MOBILE ACTIVITIES FOR PERSONAL CUSTOMERS AT COMMERCIAL BANKS .4 1.2.1 The concept of savings deposit mobilization 1.2.2 Classify 1.2.2.1 Sort by term 1.2.2.2 Sort by currency 1.2.2.3 Classification by form of interest payment 1.2.2.4 Sort by time 1.2.2.5 Sort by product 1.2.3 Characteristics of savings deposits mobilized from individual customers .6 1.3 INDICATORS FOR ASSESSMENT OF DEPOSIT DEPOSIT ACTIVITIES AT COMMERCIAL BANKS 1.3.1 Savings deposit growth rate .8 1.3.2 Proportion of mobilized capital from savings deposits 1.3.3 Cost of deposit savings 10 1.4 FACTORS AFFECTING DEPOSIT MOBILE ACTIVITIES 11 1.4.1 Subjective factors 11 1.4.2 Objective factors 14 CONCLUSION CHAPTER 17 CHAPTER 2: THE SITUATION OF DEPOSIT MOBILE ACTIVITIES AT INDUSTRY AND TRADE BANK NGU HANH SON BRANCH PERIOD OF 20192021 18 2.1 OVERVIEW OF INDUSTRIAL TRADE BANK NGU HANH SON BRANCH 18 2.1.1 The process of formation and development 18 2.1.2 Organizational structure 20 2.1.3 Functions of departments .21 2.1.4 Business results 22 2.1.4.1 Fund raising situation 22 2.1.4.2 Activities using capital 24 2.1.4.3 Business results at the branch .28 2.2 THE STATUS OF DEPOSIT DEPOSIT AT INDUSTRY AND TRADE BANK NGU HANH SON BRANCH 30 2.2.1 Products to mobilize savings deposits of individual customers at vietinbank ngu hanh son 30 2.2.2 Procedures for mobilizing savings deposits 33 2.2.2.1 Procedures for depositing and receiving savings deposits, paying and withdrawing savings deposits at the counter: 33 2.2.2.2 Procedures for sending and paying savings deposits on electronic means (ipay channel/atm machine): 34 2.2.3 Status of savings deposits at vietinbank ngu hanh son in the period of 20192021 35 2.2.3.1 Analysis of the volatility of deposit accounts by term 35 2.2.3.2 Analysis of changes in deposit accounts by type of currency 39 2.2.3.3 Analysis of changes in deposit accounts in the form of interest payment 42 2.2.3.4 Analysis of the change in savings accounts over time 45 2.2.3.5 Analysis of changes in savings account by product .47 2.3 ASSESSMENT THE EFFICIENCY OF MODIFYING DEPOSIT DEPOSIT AT VIETNAM BANK OF VIETNAM NGU HANH SON BRANCH 48 2.3.1 These achievements .51 2.3.2 Limitations .52 2.3.3 Advantages and disadvantages .52 CONCLUSION CHAPTER 57 CHAPTER 3: SOME SOLUTIONS FOR DEVELOPING DEPOSIT DEPOSIT ACTIVITIES AT INDUSTRY AND TRADE BANK NGU HANH SON BRANCH 58 3.1 ORIENTATION TO THE ACTIVITIES OF THEIR BRANCH .58 3.1.1 General direction 58 3.1.2 Orientation on the mobilization of savings money 58 3.2 SOME SOLUTIONS TO DEVELOP DEPOSIT DEPOSIT .59 3.2.1 Develop potential customers 59 3.2.2 Improve the quality of staff 60 3.2.3 Material bonus .61 3.2.4 Strengthen marketing activities 62 3.2.5 Diversify capital raising products 64 3.2.6 Technological innovation .65 3.2.7 Create credibility and preserve it for the bank .66 3.3 SOME RECOMMENDATIONS 67 3.3.1 For the state bank of vietnam 67 3.3.2 For the bank itself 68 3.3.3 For relevant departments and agencies 68 CONCLUSION CHAPTER 70 BIBLIOGRAPHY 71 LIST OF TABL Table 2.1: Capital mobilization situation of Vietinbank Ngu Hanh Son in the period of 2019-2021 23 Table 2.2: Capital use situation of Vietinbank Ngu Hanh Son in the period of 20192021 25 Table 2.3: Business performance of Vietinbank Ngu Hanh Son in the period of 20192021 28 Table 2.4: Personal savings deposit products at Vietinbank Ngu Hanh Son 31 Table 2.5: Movement of deposit accounts by term at Vietinbank Ngu Hanh Son 35 Table 2.6: Movement of savings accounts by currency at Vietinbank Ngu Hanh Son 39 Table 2.7: Movement of savings accounts by interest payment method at Vietinbank Ngu Hanh Son 43 Table 2.8: Movement of savings accounts over time at Vietinbank Ngu Hanh Son 45 Table 2.9: Movement of savings accounts by product at Vietinbank Ngu Hanh Son 47 Y LIST OF CHART - CHART RED Figure 2.1: Capital mobilization situation of Vietinbank Ngu Hanh Son in the period of 2019-2021 23 Figure 2.2: Capital use situation of Vietinbank Ngu Hanh Son in the period of 20192021 26 Figure 2.3: Business performance of Vietinbank Ngu Hanh Son in the period of 2019-2021 29 Figure 2.4: Movement of deposit accounts by term at Vietinbank Ngu Hanh Son 36 Figure 2.5: Movement of savings accounts by currency at Vietinbank Ngu Hanh Son 40 Figure 2.6: Movement of deposit accounts by interest payment method at Vietinbank Ngu Hanh Son 43 Figure 2.7: Movement of savings accounts over time at Vietinbank Ngu Hanh Son 45 Figure 2.8: Movement of savings accounts by product at Vietinbank Ngu Hanh Son 48 CONCLUSION CHAPTER In chapter 2, the thesis focuses on analyzing and assessing the situation of savings deposits of individual customers at the IACB, Ngu Hanh Son branch The thesis has also presented the achieved results, limitations in capital mobilization of the branch; At the same time, analyze the subjective and objective factors affecting the efficiency of deposit mobilization from individual customers at the Bank of Vietnam as the basis for building a system of solutions to improve the efficiency of capital mobilization at the branch 57 CHAPTER SOME SOLUTIONS FOR DEVELOPING DEPOSIT ACTIVITIES IN VIETINBANK NGU HANH SON BRANCH 3.1 ORIENTATION TO THE ACTIVITIES OF THEIR BRANCH 3.1.1 General direction Continue to direct business activities according to the operational orientation set out by the Board of Directors and the city's economic development strategy, contributing to fulfilling the political tasks of the area The bank has diversified its products at the bank At the same time, enhancing product quality such as: improving the lending process, quick, dynamic and efficient one-stop transaction Strengthen the inspection and monitoring of all operations before, during and after the task arises Strengthen the marketing of the bank, and at the same time innovate and improve modern technology for the bank to improve the business capacity of the bank Maintain the old customer system and find more new customers Continue to implement measures and forms of capital mobilization from economic organizations and residential deposits The goal is to strive for the growth of mobilized capital by over 10% each increase 3.1.2 Orientation on the mobilization of savings money Saving deposit mobilization is one of the important activities in the bank's business activities, it is the basis for maximizing profits, so in the coming time Vietinbank Ngu Hanh Son must continue to push strengthen capital mobilization measures to improve capital mobilization efficiency Based on the reality from business activities in the past years and development goals in the branch's capital mobilization in the coming years, Vietinbank Ngu Hanh Son has set the following orientations: Promote the network of capital mobilization, fully exploit the potential of capital resources in the area Increase mobilized capital at the lowest cost The source 58 of capital with the lowest cost includes current deposits and demand savings deposits In which, the main source of payment deposits is from economic organizations and financial institutions They deposit with the main purpose of payment, so this type of deposit has a very low cost of mobilization Harmonious combination between the interests of depositors and banks Both parties are sellers and buyers, both for the same purpose of currency trading Therefore, deposit interest rates must be based on market supply and demand to determine satisfactorily in accordance with the policy of each period Continuing to maintain the strong growth rate of deposit accounts and use this source to supply investment capital and lend to economic sectors on the basis of high efficiency to ensure credit safety Modernizing banking technology in order to provide breakthrough high quality products and services to enhance competitiveness and meet customers' requirements such as: Building highly automated products , customer-friendly, minimizing procedures and shortening transaction time of customers 3.2 SOME SOLUTIONS TO DEVELOP DEPOSIT 3.2.1 Develop potential customers For old customers: This is a customer who has experienced products and services at the bank, in order to retain old customers, the bank needs to pay more attention to customers To this, the bank needs to organize a survey for old customers, this activity should be used regularly, implemented before and after the customer completes the product/service cycle service Through this, the bank can capture information about what problems its services/products have solved for customers to use for marketing purposes in the future There are many different ways to create polls, survey questions to get opinions, and engage with customers From the survey, this customer opinion will get an in-depth look at how customers feel About the customer's thoughts and desires for the product or service the bank is 59 providing Besides, it is also possible to combine with different types of metrics This strategy will be an effective customer retention strategy that the bank cannot ignore For new customers: Increase marketing of products to customers Finding customers via telesales channel, this is the most potential method today In addition, the bank can also attract new customers through social networking channels such as Facebook, Zalo, etc Besides, the bank can also study and learn from other banks 3.2.2 Improve the quality of staff Currently, the staff of Insurer Bank can meet the business needs, but with the development of society, the competition is increasingly fierce, it requires bank staff, especially the staff in charge The residential deposit sector must understand the market better and quickly grasp people's tastes before the Bank's deposit products in the area Therefore, the bank needs to have a plan to train employees in the following directions: - Organize short-term, long-term, and professional training courses with the participation of excellent domestic and foreign experts in the field of banking Invite teachers from international organizations, international banks or universities to train new skills, informatics, English, etc - Priority is given to recruiting young workers with computer skills, foreign languages, eager to learn, enthusiastic and professional workers - Improve the communication ability of employees with customers: In the bank's business activities, if service quality is an important goal that each bank is aiming for, then the staff's transactional skills with customers is a tool to bring that product to customers Communication skills of employees when transacting is one of the important factors that create a good impression and a certain trust of customers in the bank, deciding whether they become customers of the bank - In addition, the staff in charge of deposit mobilization must constantly learn and improve their professional skills to be agile in working style Especially, you 60 must have a peaceful attitude, know how to control yourself, and be aware of how you will affect the overall work of the bank For a bank employee, when communicating with customers, it is necessary to: Be enthusiastic, considerate to customers, always show a willingness to coordinate and help customers when they have needs, not show indifference, coldness It takes humility to avoid unnecessary arguments Answering customers' questions with goodwill, so we always turn to customers to serve and guide thoughtfully and thoroughly Use polite, non-arbitrary clothing, and not show fatigue when working with customers 3.2.3 Material bonus In addition to the interest rate factor, material rewards through lottery and promotions are also a factor that stimulates deposit mobilization The custom of "seeking for luck" has formed quite boldly in social life, especially in areas where the population has an average standard of living Viet giving out big prizes can be quite an attractive incentive to mobilize the World Savings Fund In the past year, Vietinbank has launched many new and diversified forms of savings and promotions to attract money sources such as: savings for prizes, and many attractive prizes such as motorbikes, phones, fans, discount vouchers for purchase Shopping, etc Grasping the same mentality and product development strategy, in the past year, VPBank has achieved great success in mobilizing savings from the population Business activities of banks are increasingly competitive, the market share of savings is getting smaller and smaller because it is shared with other commercial banks Therefore, in the coming year, in order to achieve the set goals for the mobilization of savings accounts, the branch needs to pay more attention to the material benefits of customers through the forms of savings and material prizes such as after: - During the holidays, for example, 8/3 female customers who come to transact at the branch will be given a small gift such as a flower or a certain physical product 61 - Depositing savings in foreign currencies every 3,6,12 months will receive a bonus number for a numbering period Bank prizes such as vouchers, motorbikes, phones, refrigerators, etc - In addition, branches can refer to the development strategies of other banks to come up with their own development strategies 3.2.4 Strengthen marketing activities Marketing is one of the most important jobs in any bank The extent to which customers know about the bank, it will partly depend on the communication about the bank to the public The Bank's branch was also aware of the importance of this work However, in the past time, the form of advertising and marketing about the bank's deposit products as well as the bank's brand image is still too monotonous, the level of appearance through the mass media is still low; Therefore, in the coming time, the bank needs to promote marketing activities, specifically: - The bank can promote advertising of its products and services through reputable online newspapers such as Vietnamnet, tintucvietnam Besides, the bank can design its own website attractively designed to attract viewers to introduce the bank's deposit products, announce daily deposit interest rates as well as attractive forms of promotions of deposit accounts With such impressive and regular advertising methods, it will be easy for people to know the bank's brand and reputation more, thereby contributing to the bank's business efficiency - Currently, the bank does not have a separate department to monitor capital mobilization in general and residential deposits in particular I think in the near future, the bank should establish more residential deposit rooms to monitor and investigate feedback from customers using deposit products of their bank's branches, thereby improving to meet the needs of customers meet customer needs In addition, always survey market developments, competitors to find out what is good, what is not to improve and perfect their products and services Avoid one-way information from professional departments to self-assess and improve their quality; The 62 department must have a responsible person and be in charge of a Deputy Director to research, analyze and promptly report to the Director in order to make correct and timely decisions: - Strengthen the advertising, promotion and marketing of deposit accounts through various forms of communication such as: + Issuing periodical publications, leaflets, posters about existing deposit products to distribute to customers when they come to the bank to transact or visit + Increase the branch's presence to the public such as through television, radio, and local newspapers + For places that not have the conditions to receive the message that the bank has transmitted by the above forms, the bank can send employees to go there to advise and market let them know This solution is expensive in terms of time and effort, but it is very effective for the bank because the customer can be explained and clearly understand the message that the bank wants to say - In times when banks increase deposit deposit mobilization, the bank can advertise products with attractive promotions to depositors Corresponds to each deposit level offered by the bank will receive corresponding gifts such as receiving a discount coupon at the supermarket, or a domestic trip, or a sweepstakes ticket - Organize periodic customer meetings to create long-term relationships with customers Every year on major holidays, the bank can send flowers to congratulate, organize exchanges with its traditional customers on holidays, Tet With the care to maintain each relationship with such customers, the customer will will maintain trust with the bank more More importantly, it is from customers who bring the bank's brand to many others, thus contributing effectively to the mobilization of deposit accounts at the branch 63 3.2.5 Diversify capital raising products In addition to the existing savings forms at the bank, the bank can also research and develop other forms by the following measures: - Conduct market research, market segmentation to come up with capital mobilization products suitable to deposit customers and deposit location characteristics; develop preferential policies on interest rates, promotion programs suitable for each market segment, diversify and perfect the product portfolio system, increase product utility, and cross-sell products - Designing product and service packages combining lending, payment, and capital mobilization Groups of products and services suitable for individual customer groups such as officials, students, farmers, pensioners, etc - Consumption savings: for individual customers who have a need to buy houses or means of living but are currently unable to Every month, customers will deduct part of their income and deposit it into a consumer savings account at the bank At a certain time, if the customer needs to withdraw money for shopping, the bank can combine consumer savings products and consumer loans with preferential interest rates so that customers can buy valuable assets The value is higher than the initial estimate, which may encourage customers to choose this economical product - Saving housing: People who have the need to build a house or buy a house, but their own financial resources are not enough, so they want to gradually deposit money in the bank until at some point withdraw to build or build a house For this type of deposit, the bank should have preferential policies, such as for customers who regularly deposit money at the bank, they have a need for capital to build a house but the savings are not enough, the Customers can base on actual capital needs for additional support 64 3.2.6 Technological innovation Promote the application of information technology, informatics and electronics in banking service activities In which, strongly developing payment activities, ensuring to meet the payment needs with many utilities, high convenience, fast speed and convenient procedures are always attractive factors to attract customers to have relationships with customers bank This will be the basis for the development of capital mobilization, growth and expansion of deposits from the population Currently, the transaction time can be prolonged, especially with large deposits, which is the stage of money classification and counting Therefore, in addition to the staff who can support and guide customers, banks also need to equip modern money counters with high ability to detect counterfeit money, and at the same time count old and new money accurately absolute Thus, the transaction time will be shortened without creating stress for customers to deposit money The Bank equips all departments with computers to apply modern computer software in the management and inspection of banking activities Install more multifunctional information systems such as: intranet, internet as the basis for timely, accurate, and quality information collection and exploitation for customers when they need it, just enter The machine is able to know the details of the transactions that the customer has been performing In short, banks need to continue to innovate technology, making the most of the advantages that technology brings In particular, the conversion process absolutely does not allow errors and mistakes to arise, affecting the legitimate interests of depositors, causing distrust in them, creating bad public opinion about the bank 65 3.2.7 Create credibility and preserve it for the bank The prestige of the Bank of Vietnam has been obtained today, it is a great effort of all staffs of the bank in the past time Especially with the activity of mobilizing idle money from the public, prestige is a very important factor, it is the basis for customers to trust deposit Therefore, with the trust that the bank has left to the people of the city in general and the people in the area in particular, the bank needs to preserve and promote this advantage To this well, one of the things that banks must is regularly maintain, improve and improve the quality of customer service With good service quality, the bank will gain the loyalty of customers with them, on the contrary, the bank will easily be turned away by customers to find other banks to transact As follows: - Customers need to receive a warm welcome from the bank staff, avoiding creating stress for customers right from the moment they step into the banking area Customers must be guided by staff from convenient parking spaces, to directing the entrance to the counter, or seating to wait at crowded times, etc to create a comfortable transaction space for customers best - The bank can reserve a small space on the transaction floor to serve customers at times when there are many people waiting, such as consulting and introducing the utility of current products and services at the bank, how to use the card, what are the benefits of the card, etc., so that the people waiting can't see the waste of time waiting - Staff at the deposit counter must be able to observe the transaction scene well At times of crowds, it is necessary to recognize who came first and who came later to have the best remedy Whoever comes first will serve first and vice versa The most important thing is that the staff must give customers a feeling that they are always respected after each transaction, meeting the needs of customers to learn about deposits Doing this, the bank will be more successful in maintaining customer loyalty to the bank 66 3.3 SOME RECOMMENDATIONS 3.3.1 For the State Bank of Vietnam The State Bank must provide a system of synchronous, clear and transparent legal documents to create conditions for banks to operate safely and effectively Create a healthy competitive environment in banking activities, especially in capital mobilization, to avoid a race in deposit interest rates Step by step create an negotiable interest rate mechanism for banks to be more proactive and appropriate in their business operations The State Bank should continue to implement synchronous solutions to expand non-cash payments and encourage transactions through the banking system From there, creating motivation for banks in deploying products and services for science and technology such as money transfer services, card products, capital mobilization products, etc., at the same time, making payments through the banking system The bank helps bring transparency in the customer's financial source, enabling banks to easily appraise their finances when granting a loan limit to the customer Improve the effectiveness of inspection work and the legal effect of the State Bank, focusing on measures to overcome shortcomings, handling and correcting, resolutely dealing with detected violations, proactively synchronizing with relevant agencies and departments to contribute to creating favorable conditions in the operation of the bank, gradually improving to build a developed banking system For the Head Office, it is necessary to have proper support in building the branch such as strengthening the technical facilities for the branch, supporting the training to improve the professional skills of staff at the branch It is advisable to apply an interest rate policy suitable to each locality, with close coordination of information from the central two directions about the branch and vice versa 67 3.3.2 For the bank itself Strengthening the construction of facilities, in which it is important that the branch office needs to have additional changes in size, facilities, machinery and equipment at the transaction counter to create favorable conditions and increase the number of customers strengthen financial potential as well as trust with customers when coming to the transaction The branch needs to set up a separate department to monitor and conduct the mobilization of savings deposits at the branch in order to create favorable conditions for customers to come and transact and monitor customers as well as ensure deposit confidentiality Customer is tightened It is advisable to expand home banking services such as Home banking, Mobie banking and other forms of term savings specified by the customer with an negotiable interest rate based on market capital supply and demand At the same time, it is necessary to apply diversification of deposit forms such as cumulative savings, ladder savings, etc to attract the amount of idle money lying in the population Strengthening the staff of staff operating at the branch and having full-time staff in the residential deposit operation department Further diversifying and enhancing the benefits of banking services to attract customers to the bank 3.3.3 For relevant departments and agencies The State Bank of Vietnam branch in Da Nang city advises the Party committees, local authorities and focal points to coordinate with law enforcement agencies in order to create favorable conditions for the bank to quickly handle collateral, loans state debt, manage healthy business activities As follows: - It is necessary to have specific regulations, reform procedures as well as help customers with notarization procedures when required by the bank 68 - Agencies such as the Department of Finance, Pricing, Taxation and Audit need to have stricter regulations in compliance with the Ordinance on Statistical Accounting and Pricing for businesses and create favorable conditions for banks in the future valuation of collateral Avoiding the situation that enterprises wrong bookkeeping, making it difficult for banks to determine and miscalculate investment capital - Strengthening the role of mass organizations in order to propagate and disseminate to people the awareness of saving and saving As well as helping people to be aware of the importance of small capital sources in the city for the economic development of the city and the country, so that when they have a need to save and accumulate, they will turn to them with the bank - It is necessary to accelerate the equitization of state-owned enterprises in order to issue more shares of the company to the public in order to attract more medium and long-term capital for the society, to meet the demand for medium and long-term capital long-term economic investment 69 CONCLUSION CHAPTER Based on the theoretical basis of efficiency in raising savings deposits in Chapter 1, combined with the analyzed situation and existing limitations in savings deposit mobilization activities for individual customers For the period of 2019-2021 in Chapter 2, Chapter presented solutions and recommendations to effectively develop savings deposits of individual customers at Bank for Industry and Trade, Ngu Hanh Son branch in the past few years next 70 BIBLIOGRAPHY Nguyen Minh Kieu (2010), Modern commercial banking, Statistical Publishing House Tran Huy Hoang (2010), Banking Administration, Labor and Social Publishing House Nguyen Dang Don (2009), Currency and Banking, National University Publishing House, Ho Chi Minh City Nguyen Thi Mui (2008), Commercial Banking Administration, Hanoi Financial Publishing House Nguyen Thi Mui (2010), Commercial banking textbook, Publishing House Finance, Hanoi Tran Thi Hai Yen (2014), Solutions to Improve the Efficiency of Deposits from Individual Customers at Joint Stock Commercial Bank, Master's Thesis University of Economics Ho Chi Minh City Vu Thi Thuy Truc (2018), Solutions to Improve the Efficiency of Deposit Mobilization for Individual Customers, Master's Thesis - University of Economics Ho Chi Minh City Joint Stock Commercial Bank for Industry and Trade of Vietnam (2019-2021), Annual Report Website: http://www.sbv.gov.vn 10 Website: www.vietinbank.vn 71 ... Department of Vietinbank Ngu Hanh Son) 2.2.2 Procedures for mobilizing savings deposits 2.2.2.1 Procedures for depositing and receiving savings deposits, paying and withdrawing savings deposits at... currency - Savings deposit in VND: is a form of savings deposit in which the savings deposit is in Vietnam dong, which has been calculated in units of the local currency - Savings deposit in foreign... savings deposits of individual customers at vietinbank ngu hanh son 30 2.2.2 Procedures for mobilizing savings deposits 33 2.2.2.1 Procedures for depositing and receiving savings