INTRODUCTION TO THESIS
The urgency of the thesis
As commercial banks evolve with socio-economic development, they achieve significant advancements in areas such as technology modernization, new product and service offerings, risk management, and customer-focused restructuring Consequently, retail banking activities have become a substantial component of commercial banks, delivering numerous benefits to both the institutions and their customers.
From a socio-economic standpoint, retail activities enhance living standards, lower social costs, and promote civilized payment practices Additionally, in terms of financial management, retail operations help banks mitigate risks while establishing stable income sources This trend has seen significant growth among commercial banks globally in recent years.
In Vietnam, the retail banking sector faces significant challenges amid increasing competition from credit and non-credit institutions, foreign banks, and rising customer demands Despite notable advancements in technology and retail activities, the sector struggles with a lack of synchronization in development, offering mainly traditional service products with limited variety and utility Service quality remains low, and the application of technology in service development is insufficient Additionally, distribution channels are not diversified and often ineffective, while marketing efforts are hindered by incomplete customer information systems There are no established indicators to evaluate retail performance or manage risks effectively, resulting in a modest impact of retail banking on social and economic development.
With a potential market of nearly 100 million people, foreign banks and non-financial institutions are aggressively pursuing market share in Vietnam The Bank for Investment and Development of Vietnam (BIDV) shares this vision, focusing on expanding its retail banking products as part of a long-term business strategy to ensure sustainable growth alongside traditional offerings for corporate clients.
The development of retail banking products at BIDV has been gradual, with limited reach to customers and a low market share in business activities Additionally, the Thai Ha branch, a new addition to the BIDV system following the merger with Mekong Delta Bank House (MHB Ha Tay) in May 2015, reflects the ongoing trends within the bank.
Since its inception, Thai Ha has prioritized retail development, yet its retail banking activities remain insufficient To enhance these offerings, implementing synchronized and innovative solutions for retail banking products at the branch level is essential for achieving BIDV's objectives.
In light of the need for effective and practical solutions to enhance retail operations at BIDV - Thai Ha Branch, I have selected "Retail Banking at the Bank for Investment and Development of Vietnam - Thai Ha Branch" as the focus of my thesis.
Purpose of thesis
Studying and researching the basic theoretical issues of development of retail banking activities of Vietnamese commercial banks
This article evaluates the growth of retail banking at the BIDV Thai Ha branch, highlighting its achievements while also analyzing the shortcomings and constraints that hinder its development It further identifies the underlying causes affecting the branch's retail banking activities, providing a comprehensive assessment of its current status and future potential.
To enhance the efficiency and competitiveness of the BIDV Thai Ha branch, it is essential to implement targeted solutions that promote banking services effectively This includes leveraging digital banking technologies to streamline operations and improve customer experience, offering personalized financial products that meet the specific needs of clients, and enhancing staff training to ensure exceptional service delivery Additionally, fostering partnerships with local businesses can expand the branch's reach and customer base, while implementing robust risk management strategies will mitigate potential threats By focusing on these areas, BIDV Thai Ha can achieve sustainable development and strengthen its position in the commercial banking sector.
Subjects and scopes of study
Subjects of study: Improving retail banking activities of BIDV Thai Ha branch
- The improvement of retail banking services at BIDV Thai Ha branch in 2015, 2016;
- Direction and solutions to improve services of BIDV Thai Ha branch to 2020.
New contributions of the thesis
This thesis systematically clarifies the fundamentals of retail banking activities within commercial banks, emphasizing their independent role in promoting sustainable development in the banking sector.
The analysis of BIDV's retail operations in Thai Ha reveals significant achievements, as well as shortcomings and constraints in recent years With foreign banks and non-bank financial institutions increasingly targeting the US retail banking market, Vietnamese banks, particularly the BIDV Thai Ha branch, must prioritize the development of their retail banking activities to remain competitive in this challenging landscape.
This thesis provides a comprehensive analysis of BIDV's retail operations, focusing on the Thai Ha branch It evaluates the branch's successes, shortcomings, and the constraints affecting its performance, while also identifying the underlying causes of these issues The study discusses the potential and trends for retail improvement at BIDV Thai Ha branch and proposes high-performance solutions These insights can be practically applied to enhance operational activities and contribute to the theoretical framework of research within the unit.
During the study of this topic, the author has some advantages and difficulties encountered are:
The author, an experienced banker at a major commercial bank, is passionate about advancing banking operations Working with BIDV - Thai Ha Branch, a leader in implementing innovative strategies and retail banking products, the author possesses a deep understanding of retail banking activities and broader banking operations This expertise allows for insightful research into the practical challenges faced by the branch, leading to actionable solutions tailored for BIDV - Thai Ha Branch's transformation efforts.
The commercial operations of banks, including BIDV - Thai Ha branch, have historically focused on providing banking products and services primarily to economic organizations, with a significant emphasis on credit services However, in response to global trends, Vietnamese banks are now restructuring and evolving their services to cater more towards retail customers, marking a significant shift in their operational focus.
Current bank reporting practices continue to categorize data by service segments rather than by actual beneficiaries, making it challenging to accurately assess retail performance The lack of a comprehensive and standardized reporting system for retail activities further complicates data utilization and comparison.
Structure of the thesis
Thesis title: " Improving the Retail banking services in Bank for Investment and Development of Vietnam - Thai Ha Branch "
The composition of the thesis: In addition to the introduction and conclusion, the list of references, appendix, thesis consists of 5 chapters:
Chapter 2: Basic issues on improving retail banking service of commercial banks Chapter 3: Research methodology and development of survey instrument
Chapter 4: Situation of improving retail banking service in BIDV – Thai Ha branch Chapter 5: Solutions for improving retail banking service at BIDV – Thai Ha branch
BASIC ISSUES ON IMPROVING RETAIL BANKING SERVICES
Literature review
Improving retail banking services at commercial banks has been a focal point for various authors who explore diverse business areas and perspectives Recent research highlights key aspects of retail banking operations, emphasizing the need for enhanced customer experiences and innovative service delivery to meet evolving consumer demands.
In her 2004 doctoral dissertation, Nguyen Kim Anh provides a comprehensive overview of the credit operations of Vietnamese commercial banks The study highlights the importance of developing credit services for both corporate and individual customers within a market economy and proposes several strategic solutions to enhance the credit business in this sector.
In his 2015 study, "Opportunities and Challenges for Vietnamese Credit Institutions in the Course of International Economic Integration," MA Nguyen Trong Nghia highlights the significant opportunities and challenges faced by Vietnamese commercial banks following Vietnam's accession to the WTO The research emphasizes the necessity for these banks to enhance their banking systems by leveraging modern technology, improving human resources, and gaining experience from advanced commercial banking practices, ultimately calling for a transformative approach in their operational processes.
In his 2003 thesis, Nguyen Danh Luong conducted a comprehensive study on card payment methods, providing an overview of various card types and payment forms The research highlighted the shortcomings of card payment systems in Vietnam and proposed solutions and recommendations aimed at enhancing the development of card payment infrastructure in the country.
Nguyen Manh Tien's 2002 dissertation focuses on enhancing the mobilization and utilization of foreign currency within AGRIBANK The research analyzes the current state of these activities and proposes several solutions for improvement.
A study conducted by Do Huu Hai, Nham Phong Tuan, and Pham Van Tuan (2015) identified key factors that contribute to the development of banking services in Hanoi, Vietnam The research highlights four main groups influencing the enhancement of retail banking: scale, pricing, intangibles, and information technology infrastructure It emphasizes the importance of evaluating the diversity of retail banking, the extent of technology application, and the quality of banking facilities The authors recommend that banks prioritize the improvement of IT infrastructure and online trading systems, as well as enhance workplace equipment, service quality, and marketing strategies However, it's important to note that the findings of this study are specifically applicable to Vietnamese banks and do not extend to individual banks.
Nguyen Thi Huong's master's dissertation conducted an in-depth analysis of retail banking services at BIDV – So giao dich 1 branch While the research effectively assessed the strengths and limitations of the bank's products, it fell short of providing a comprehensive overview of retail banking development, lacking a detailed evaluation based on both qualitative and quantitative indicators.
Retail banking encompasses a wide range of services aimed at individuals and households, yet previous research has primarily concentrated on specific segments such as capital mobilization, fund utilization, card services, and general marketing Since 2004, there has been a noticeable absence of comprehensive studies on the retail operations of commercial banks, including BIDV.
Korda and Boris Snoj (2010) examined the relationship between retail banking service quality and customer satisfaction, building upon Gronroos' (1984) framework Their findings indicate that customer satisfaction in retail banking is primarily influenced by two key dimensions: technical quality, which encompasses the tangible benefits customers receive, such as safety, and functional quality, which pertains to the effectiveness of banking operations.
Research on retail banking has also attracted research into retail banking support tools; which mentions to the Internet and the mobiphone Research by Pham
Long (2010) and research by Carlotta Mariotto and Marianne Verdier (2012) highlight the importance of developing Internet and mobile banking to meet customer needs Their study compares banks in Denmark, Sweden, and Finland, illustrating the critical role that these digital banking services play in enhancing customer satisfaction.
This independent research focuses on the unique aspects of retail services in commercial banks, exploring the history, concepts, and characteristics of retail banking The study examines the role of retail activities, distribution channels, and common risks associated with these services Additionally, it presents viewpoints on enhancing retail operations, criteria for evaluating their development, and the factors influencing retail services in commercial banks.
The author has analyzed the retail banking operations at BIDV's Thai Ha branch and, drawing on previous research, proposes several cohesive solutions These solutions are designed to enhance the development of retail banking, which is a key strategic focus for the BIDV Thai Ha branch moving forward.
Retail banking activities of commercial banks
2.2.1 The over view of Commercial Bank
In the world, now, there are different points of view about commercial bank, such as:
According to Banking association of US (2016), commercial banks are defined as business firms specializing in providing financial services and operating in the financial services industry
Commercial banks serve as essential institutions that accept public deposits and utilize these funds for various financial operations, including discounts and credit, according to the French Trade Department (2015).
According to report of India banking association, commercial banks are banks that receive deposits for loans or grants and investments
In Turkey, commercial banks operate as limited liability companies focused on accepting deposits and engaging in foreign exchange transactions, as well as managing bills of exchange, discounts, and various forms of borrowing or credit.
In Vietnam, commercial banks are authorized to conduct a wide range of banking and business activities as outlined in Law No 47/2010/QH12 on Credit Institutions, enacted by the National Assembly on June 17, 2010, with the primary goal of generating profit.
Commercial banks are unique financial institutions that specialize in currency transactions and engage in essential activities such as capital mobilization, lending, discounting, and guaranteeing They also provide a range of financial services and related functions, making them integral to the economy.
2.2.2 The Concept of Retail Banking Services
The retail market offers a fresh perspective on financial markets, particularly in the context of retail banking, which encompasses various approaches to delivering services In its traditional sense, retail involves selling goods and services directly to the end consumer, contrasting with wholesale sales directed at intermediaries However, in the banking sector, the term "retail" takes on a unique meaning, reflecting the industry's distinct characteristics and practices.
Retail customers are often viewed from two distinct perspectives According to the World Trade Organization, retail banking serves as a fundamental service offered by banks, allowing individual customers and households to engage in various transactions at bank branches These transactions include savings deposits, checking accounts, mortgage loans, credit card services, and debit card services, highlighting that retail customers primarily encompass individuals and households.
Retail banking encompasses a broader clientele than just individuals and households; it also includes small and medium enterprises (SMEs) David Cox, a professional in modern banking, emphasizes that retail banking delivers essential banking services and products directly to businesses, households, and individuals, including small credit options Experts from the Asian Institute of Technology further define retail banking as the provision of financial products and services to individuals and SMEs, accessible either through a branch network or via electronic communication channels.
Retail banking encompasses a range of services offered by commercial banks, including credit, deposits, and card services It primarily serves individual customers, households, and small to medium enterprises through various channels such as branch networks and electronic telecommunications.
The subjects of retail customer within the scope of the thesis include, among others, individual consumers, households and small and medium enterprises
Retail banking differs significantly from wholesale banking, as it caters to individual consumers rather than corporations and large financial institutions Additionally, the transaction sizes in retail banking are considerably smaller compared to those in wholesale banking.
Retail banking services primarily cater to individuals and households, as highlighted by the Banking Association of the US (2015) This diverse client base consists mainly of middle-income members of society, encompassing a wide range of qualifications, business sectors, and short-term capital needs.
Customers exhibit a high sensitivity to fluctuations in prices, distribution methods, and banking policies, making them the least loyal segment for banks According to a survey by The Economist, 70% of individual clients switched banks due to dissatisfaction with products and service quality, while 13% cited trade inconveniences, and 17% attributed their decisions to other reasons (Eliot et al., 1996; Reeves and Bednar, 1996).
2.2.3.2 Scope and number of transactions
The needs of each customer in the retail market are usually small, with a very small value per transaction compared to the whole sale banking services
The small and medium enterprises (SMEs) represent a significant market segment for banks due to their large customer base, constituting over 95% of registered businesses in Vietnam This high proportion of SMEs contributes to a substantial volume of transactions across various products and services, enabling banks to diversify risk and establish a stable funding source (Earn & Young, 2016).
In response to customer demands, banks have continuously evolved to provide a diverse array of products and services, ranging from traditional offerings to innovative solutions This includes various services such as deposit accounts, loans, payment processing, electronic banking, trust investments, guarantees, safe deposit services, and foreign currency exchange In developed countries, banks offer thousands of products tailored to meet the varied needs of individual customers, ensuring comprehensive financial support.
The retail operations of banks rely significantly on their multi-channel distribution network, allowing customers to access products and services through various channels, including branches, transaction offices, ATMs, the internet, phone services, kiosks, and POS systems This multi-channel approach enhances convenience for customers while also reducing costs for banks and contributing to overall social security.
Information technology (IT) is crucial for the advancement of retail products and services, enabling centralized storage and processing In retail banking, services are often crowded and dispersed, making effective distribution essential Without IT development, banks struggle to reach all customers, particularly in areas lacking physical branches or for those wanting to conduct transactions beyond regular office hours.
Improve retail banking
2.3.1 Theory of improvement of retail banking
Improvement and development refer to the transition from small to large and from weak to strong, as defined by the Encyclopedia Dictionary Philosophically, development signifies a movement towards advancement, where progress replaces the old and outdated Therefore, improvement encompasses a progressive approach that integrates both qualitative and quantitative enhancements across various aspects.
The enhancement of retail banking in the financial sector represents a significant qualitative and quantitative transformation aimed at effectively addressing the needs of individual clients, households, and SMEs while ensuring security Key objectives for banks include sustainably increasing profitability and enhancing competitiveness This improvement in retail banking services focuses not only on boosting current income but also on fostering potential future growth for the institution The progress of retail banking services is primarily evaluated through two main criteria.
Quantitative assessment of quantity such as the number of products and services, distribution channels, retail sales growth rate, etc
Criteria for quality assessment: safety, convenience, utility of retail products, brand value of the bank
2.3.2 The role of retail banking service improvement
The improvement of retail banking will expand the market and its customers, increasing sales and profitability for banks:
Retail product prices consistently exceed wholesale prices, and the high volume of customers remains largely unaffected by economic cycles Consequently, retail banking services offer banks a substantial and stable income source By offering a variety of services, commercial banks can capitalize on market gaps, even small ones, to enhance their market share.
Retail banking allows banks to leverage customer funds held in payment or deposit accounts, which typically offer little to no interest This low cost of mobilized capital enhances profitability for banks by reducing input costs.
Improve retail banking services to help banks disperse and mitigate risk:
The banking industry is inherently unique and subject to various risks, including credit risk, interest rate risk, and operational risk, with credit activities posing significant challenges To mitigate these risks, banks can enhance their retail banking services and diversify their product offerings, which helps in spreading risk and avoiding the pitfalls of concentrating assets During market fluctuations, the diverse income streams from various services can stabilize overall profitability Additionally, the small size and high volume of retail transactions allow banks to further diversify risk across a broad customer base.
Improve retail banking services to promote other services:
Enhancing retail banking allows banks to cultivate a diverse customer base, which is essential for developing additional banking services and improving cross-selling opportunities between individuals and businesses This collaboration with commercial banks boosts competitiveness and strengthens the bank's position, prestige, and brand reputation in the market.
The retail sector's vast customer base, varied demands, and intense competition compel banks to enhance their information technology, management practices, and service diversification This strategic improvement is essential for sustainable development and future adaptability in the banking industry.
In today's competitive financial market, the growing demand for banking products highlights the necessity for retail banking development, making it more crucial than ever.
Retail banking services have significantly improved, directly benefiting customers through enhanced individual service that is simple and easy to access As banks expand their retail networks and product offerings, they provide more opportunities for customers to access suitable financial solutions, leading to cost savings, reduced transaction times, and increased security This evolution allows customers to optimize their idle funds and enjoy additional benefits, ultimately enhancing their overall banking experience.
Banks play a crucial role in supporting small and medium enterprises (SMEs) by providing essential capital and payment services This assistance facilitates smooth production and business operations, accelerates the production and distribution of goods, enhances business efficiency, and helps enterprises navigate challenges Ultimately, this support boosts competitiveness and strengthens their market position.
Enhancing retail banking services not only encourages more customers to open accounts and utilize payment services but also accelerates currency circulation, ultimately boosting foreign exchange earnings for the country By reducing reliance on cash for overseas remittances, banks can lower social costs associated with printing, counting, storing, and transporting money, thereby saving time and resources for both banks and customers.
Retail banking plays a crucial role in mobilizing idle capital from the population, facilitating investment and economic development This is particularly vital for developing countries, where harnessing small capital sources from individuals into a substantial capital pool can significantly boost internal economic resources.
Limiting cash transactions enables the State to effectively oversee the economy, combat corruption, and reduce tax evasion This approach provides the State Bank with a solid foundation for formulating and executing national monetary policy.
The integration of modern information technology within the national financial system enhances its connectivity to the international financial landscape, fostering greater economic cooperation and elevating the living standards of residents.
2.3.3 Criteria for assessing retail banking improvement
Currently, there are many organizations, agencies, especially magazines around the world involved in evaluating the retail operation of banks under different criteria system
The Asian Banker is a premier publication that offers strategic insights into the financial services sector, assessing the retail performance of banks through ten key criteria, including brand value, the diversity of service products, the feasibility of retail strategies, the efficiency of distribution systems, and operational processes.
IT, retail market penetration, risk management capacity, income generating capacity, human resources and development potential
RESEARCH METHODOLOGY AND IMPROVEMENT OF
Research methodology
3.1.1 Type of research and data analysis methodology
In research, researchers based on the research objectives to choose the combination between quantitative and qualitative research to carry out (Saundlers, Lewis and Thornhill 2012; Carter 2010)
Qualitative research, as defined by Hair et al (1998), focuses on understanding how individuals perceive and interact with the social world, prioritizing words over numerical data in both collection and analysis (Saunders, 2012) This study aims to develop a theoretical framework to explore the nature and potential growth of retail banking, incorporating insights from existing research By analyzing relevant data, reports, and graphs, the study identifies key factors influencing retail banking services, specifically tailored to the characteristics of the Vietnamese market.
According to Hair et al (1998), quantitative research is defined as
This dissertation employs quantitative research to conduct an empirical investigation into the factors influencing retail banking, utilizing mathematical methods to analyze collected numerical data.
The analysis evaluates the significance of various factors using data from a consumer survey conducted by BIDV Retailer's staff at the Thai Ha branch The results are derived from detailed questions and processed with SPSS software version 21.0, allowing for generalizable insights from the sample.
Quantitative research is described in detail as follows:
Figure 3.1 The quantitative research process (Author, 2017)
Quantitative studies provide a conclusion on the impact of each factor on the improvement of retail banking services of BIDV Thai Ha
In this study, the author uses a combination of two data sources as secondary data and primary data
Secondary data serves as a valuable resource for addressing research questions, allowing researchers to save both time and money in the data collection process (Saunders, Lewis, and Thornhill, 2012) This readily available data enables authors to leverage existing information effectively (Hair et al., 1998) There are three primary sources for gathering secondary data.
Fingding and recognizing factores, which effect on retail banking service
Solutions data such as documents, surveys, other sources (Saundlers, Lewis and Thornhill,
2012) Each research goal will require different sources of data (Hair et al, 1998) Secondary data includes:
- Journal article associated with previous research on retail banking in Vietnam
- Documents or reports related to the banking industry, decisions of the ministries related to the improvement of retail services in the system of commercial banks in Vietnam
Relevant data is gathered from multiple authoritative sources, including the Ministry of Finance, the State Bank of Vietnam, the General Statistics Office of Vietnam, BBC News, and VOV (Voice of Vietnam).
Secondary data plays a role in qualitative research and supports primary research
According to Saundlers, Lewis and Thornhill (2012), primary data is "data that has been observed, experienced or documented by the most recent valid facts."
It means that primary data can provide much information about any aspect of life and the surrounding environment In the study, with more data collection means higher reliability
This study gathered primary data using survey and interview questionnaires targeting retail banking users, as well as managers and staff from the BIDV - Thai Ha branch The collected data will serve as a foundation for future quantitative research.
The research examined the retail banking services offered by the BIDV branch, targeting survey participants that included both customers utilizing these services and managers and employees engaged in their delivery.
The sample size for data analysis is crucial and should adhere to statistical guidelines Hatcher (1994) suggests that a sample must be at least five times the number of variables or a minimum of 100 respondents In this study, the preliminary sample consists of 123 participants.
In this study, the author utilized an online questionnaire created with Google Docs, distributed via email to reach a wide geographic area at a low cost This method allows for immediate collection of responses, which are automatically saved as Excel files for easy analysis.
The research model provides the process of the research process and it will lead the study to the right way to complete the study
Exploring situation of retail banking service of BIDV – Thai Ha branch
Define content of researching retail banking service of BIDV – Thai Ha branch
Literature framework is appropriate with developing research sample
Questionnaire, Descriptive statistics… by using SPSS 20.0
Solutions Solutions to develop retail banking service for BIDV – Thai Ha brand
Develop questionnaire
Its main objective is to collect and examine the views and attitudes of individuals who are asked about the status of retail banking services of BIDV Thai
This study employs a seven-point Likert scale to assess retail banking-related questions, ranging from 1 (not agreeing) to 7 (very agreeable) The authors prefer this scale over a five-point option for two main reasons: it allows for more precise comparisons among respondents and offers a wider range of neutral responses Participants are asked to express their level of agreement or disagreement with each question, enhancing the accuracy of the findings.
The questionnaire encompasses various sections, including details about respondents and stakeholders, featuring both multiple-choice and open-ended questions To encourage participation, the survey introduces the study's objectives and benefits Additionally, the online questions are created using the Google Docs application.
Based on research of Do Huu Hai, Nham Phong Tuan, Pham Van Tuan
(2014), The questionnaire focused on a number of key issues:
- Assess the level of diversification of retail banking services (savings products, personal loans, e-banking services, money transfer, payment ) of BIDV – Thai Ha branch?
- BIDV branch in Thai Ha offers a wide range of services related to life, entertainment, business and study?
- BIDV branch in Thai Ha offers a wide range of services to customers?
- BIDV – Thai Ha branch continuously researches and creates new services?
- Does BIDV – Thai Ha branch apply information technology in its professional activities?
- Is the deposit interest rate of BIDV - Thai Ha branch always higher than other banks in the same group?
- The level of satisfaction of customers' demand for loans (in terms of interest rate, partly satisfying or satisfying most of the loan demand)
- Is BIDV - Thai Ha branch providing the cheapest service compared to other commercial banks?
- BIDV - Thai Ha branch changed the price in certain cases?
- Does BIDV - Thai Ha branch receive regular payments? (Card fee, IBMB, account management fee, BSMS)
- Does BIDV - Thai Ha branch collect money on the basis of usage? (E-banking service fee)
The assessment of customer satisfaction at BIDV Thai Ha branch focuses on several key criteria, including service facilities, procedural documentation, operating hours, e-banking products, employee service style and attitude, marketing initiatives, and overall customer service.
- Does BIDV - Thai Ha branch have good facilities?
- Does BIDV - Thai Ha branch have professional staff (in uniform and polite)?
- The brochures and bank documents as well as publications are very hidden?
- The guidance, form and procedure of BIDV Thai Ha branch always listed full?
- The transaction place of BIDV - Thai Ha branch is always clean, comfortable seats in the bank waiting room satisfied customers?
- Is BIDV - Thai Ha branch responsible for what they introduce and commit?
- Retail banking activities of BIDV - Thai Ha branch’s staffs are highly appreciated
- Does BIDV - Thai Ha branch always carry out its services effectively?
- BIDV - Thai Ha branch is really interested in customers?
- BIDV - Thai Ha branch accelerates the application of digital technology in transactions (Internet and mobile services)?
- BIDV - Thai Ha branch is in charge of many ATMs?
- Customers of BIDV - Thai Ha branch prefer to trade at banks and branches?
- Customers of BIDV - Thai Ha branch prefer transaction at ATM?
- Customers of BIDV - Thai Ha branch prefer to trade on Internet and mobile phone?