Nâng cao chất lượng dịch vụ thẻ cho khách hàng cá nhân ngân hàng BIDV (Dự án cá nhân cho sinh viên của Viện đào tạo quốc tế trường ĐH Thương Mại). ahgfoaegfuberhoiuqperihuqhgeirohgeriohghgrihjgr;idfoasm jdfknhvpeaiorhg;erwioqhngveriongefk;nebgiofwgneriong
Thuong Mai University University of Toulon o0o Bank for Investment and Development of Vietnam FINAL REPORT “Improving card services of Bank for Investment and Development of Vietnam (BIDV) - My Dinh Branch” Class: CN16 – TNA2 Major: Finance, Banking and, Insurance Name of student: Vu Ho Quynh Huong University year: 2019 - 2022 Tutor at TMU: Mrs Pham Thu Trang Tutor at USTV: Mrs Daphne Duverney Tutor at Company: Mr La Hai Ninh Hanoi - 2022 TABLE OF CONTENTS List of Tables, Pictures and, Charts .3 ACKNOWLEDGEMENT .4 CHAPTER 1: OVERVIEW OF BIDV, MY DINH BRANCH AND THE INTERNSHIP I Overview of BIDV General information Logo and slogan meaning Vision and mission .6 Area of business activities Development history II Overview of BIDV – My Dinh Branch General information Organizational structure of BIDV My Dinh Branch Development history of BIDV My Dinh Branch Introduction of my internship .9 4.1 Why the topic 4.2 Internship plan 10 CHAPTER 2: INTERNSHIP IMPLEMENTATION AT BIDV, MY DINH BRANCH 11 I The internship position, responsibilities and tasks 11 Department structure and internship position 11 Business procedure and work placement responsibilities 11 2.1 Overview of BIDV's card services .11 2.1.1 International debit card 11 2.1.2 Domestic debit card 12 2.1.3 International credit card 13 2.2 BIDV card issuance process .14 II Some business cases 18 Case no 18 Case no 18 Case no 19 III Customer research 20 IV Bank comparison .24 V SWOT analysis 26 VI Recommendations for BIDV – My Dinh Branch 26 Product strategy 26 Network development 28 Increased security and safety .29 CHAPTER 3: INTERNSHIP ASSESSMENT .29 I KPI (Key performance indicator) 30 II The difficulties encountered .30 III Internship gained .30 IV Career plan 30 CONCLUSION 30 APPENDIX 31 REFERENCES 34 List of Tables, Pictures and, Charts Table General information of BIDV Table General information of BIDV – My Dinh Branch Table Executive Board of BIDV – My Dinh Branch Table Departments in BIDV – My Dinh Branch Table Personal Customer Room Structure Table Internship plan at BIDV, My Dinh Branch Table Information about International debit cards Table Information about Domestic debit cards Table Information about International credit cards Table 10 Compare between banks Table 11 SWOT analysis about card services Pictures 1&2 Picture of BIDV My Dinh Branch Picture Website interface for online registration of debit card opening Picture Website interface for online registration of credit card opening Chart Age Chart Occupation Chart Type of card customers are using Chart Purpose of using the card Chart Used time Chart Customers know BIDV through Chart Satisfaction level with services Chart Problems encountered Chart Criteria when choosing a bank’s credit card Chart 10 Criteria for choosing a bank ACKNOWLEDGEMENT After three months of researching and training at Bank for Investment and Development of Vietnam, My Dinh Branch, I have completed the topic "Improving card services at Bank for Investment and Development of Vietnam (BIDV), My Dinh branch, Hanoi" During my internship program at the BIDV, I received a lot of guidance from teachers and colleagues Firstly, I would like to thank the teachers of Thuong Mai University, who have imparted knowledge to me during my studies The teachers helped me to have the necessary knowledge and skills to apply to the topic Secondly, a special thank you to Ms Pham Thu Trang for her special guidance during my internship report She spent a lot of time listening to ideas, and suggestions, guiding me step by step in the process of making the report It was thanks to her enthusiasm and dedication that my report was completed Especially, I would like to thank BIDV - My Dinh Branch, particularly Mr Nguyen Giang Nam - Branch Executive Director, and Mr La Hai Ninh - Instructor, for their dedication and enthusiasm in guiding me through the process of practicing and teaching me knowledge and skills that I never learned in university Besides, I also would like to give thanks to all my colleagues in BIDV due to their openness and cooperation which helped me in my internship program Once again, I would like to thank everyone who has wholeheartedly supported me during this time Student Vu Ho Quynh Huong CHAPTER 1: OVERVIEW OF BIDV, MY DINH BRANCH AND THE INTERNSHIP I Overview of BIDV General information Table General information of BIDV Full name Joint Stock Commercial Bank for Investment and Development of Vietnam Acronym BIDV Date of establishment Headquarters Chairman of the Board April 26, 1957 BIDV Tower, 35 Hang Voi Street, Ly Thai To Ward, Hoan Kiem District, Hanoi Mr Phan Duc Tu (2012 – now) Website https://www.bidv.com.vn Logo and slogan meaning On the occasion of 65 years of establishment (April 26, 1957 - April 26, 2022), Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) officially introduced a new brand identity Accordingly, BIDV's new logo features a stylized 5-petal yellow apricot flower A 5pointed star in the center, inspired by the golden star on the national flag, serves as a guide as well as a destination for BIDV's journey All bear the same number because, in Eastern culture, the number represents development, the desire to reach out to the five continents to integrate and stand shoulder to shoulder with regional and international institutions Emerald green, one of the four great gems, is the main brand identity color The color blue also represents vitality, long-term development, and a green BIDV bank The complementary color is apricot blossom yellow, which represents the beginning of a new day as well as the banking and finance business The new brand identification picture, according to Mr Le Ngoc Lam, General Director of BIDV, is a representation of five key principles crystallized from the will, aspiration, love, and hard work of BIDV's workforce over the last 65 years It is wisdom, conviction, ethics, professionalism, and ambition Vision and mission BIDV focuses on customer development, so products and services are always of the highest quality In order to provide the best value to customers, BIDV is always willing to change and adjust regulations, policies, and the working environment This not only adds professionalism but also encourages growth among BIDV's members and staff BIDV strives to be worthy of the title of No bank in the field of banking and finance after years of unrelenting efforts BIDV's vision for the near future is to comprehensively develop the brand name in order to reach out to the international market and glorify the state financial brand BIDV is dedicated to providing the best possible experience for its customers Area of business activities Credit activities (lending, discount, guarantee, credit card issuance, ); Capital mobilisation (savings, bond, debenture); Trade finance services; Payment services (domestic and international); Account services; Bank card services; Other services under the certificate of business registration,… Development history Vietnam Construction Bank (the predecessor of the Joint Stock Commercial Bank for Investment and Development of Vietnam-BIDV) was officially established on April 26, 1957 BIDV is proud to be the bank with the most history in Vietnam's credit institution system The history of the Joint Stock Commercial Bank for Investment and Development of Vietnam is a journey full of hardships and challenges, but it is also a journey full of pride in each period in the history of national defense and development of the Vietnamese people History The name of Vietnam's Joint Stock Commercial Bank for Investment and Development has changed four times to reflect the country's various stages of construction and development: 1957 -1981: Vietnam Construction Bank 1981 – 1990: Vietnam Construction and Investment Bank 1990 – 2012: Bank for Investment and Development of Vietnam 2012 – present: Joint Stock Commercial Bank for Investment and Development of Vietnam II Overview of BIDV – My Dinh Branch General information Table General information of BIDV – My Dinh Branch Address Operation date Branch Excutive Director Number of departments Floors 1,2,3 Golden Palace Office Complex, High-End Shopping and Apartment Complex - Me Tri Ward -Nam Tu Liem District - Hanoi November 5, 2008 Mr Nguyen Giang Nam 15 Pictures 1&2 Picture of BIDV My Dinh Branch Source: Google photo and my photo Organizational structure of BIDV My Dinh Branch Table Executive Board of BIDV – My Dinh Branch Table Departments in BIDV – My Dinh Branch Development history of BIDV My Dinh Branch 2008: West Hanoi branch was founded on December 1, 2008, following the split of Thang Long branch, which was located at Pham Van Dong street, Xuan Dinh commune, Tu Liem district, Hanoi city The branch's organizational structure was very modest at the time, with departments, professional groups, and savings fund, totaling 43 workers With the efforts and enthusiasm of its members, BIDV My Dinh branch has grown from a small branch to a large branch, from a third-class branch to a special-class branch of the BIDV system 2012: In addition to successfully completing the operational restructuring project, the branch completed a number of important governance contents during this period, including changing the model to Joint Stock Commercial, establishing a party committee, and relocating its headquarters to the HH2 Contrexim Duong Dinh Nghe building 2016: This is still a big house with its own characteristics: a professional, serious, disciplined and drastic working environment 2018: 10 years is not a long journey, but it is an emotional journey that every step of the journey of the cadres of West Hanoi in the past and My Dinh today can proudly go forward 2022: After more than ten years of companionship, what remains in the relationship between customers about My Dinh Branch is a warm, sincere, and responsible feeling to create different values together, in addition to professionalism and bravery, understanding of financial operations, business environment… Introduction of my internship Figure is a chart depicting the number of customers using BIDV's cards Thereby, it can be easily seen that due to the number of customers who are students and students aged from 18 years old, the number of customers using the linked with student card is quite high, 34% Besides, the number of customers using BIDV Smart reached the highest rate at 48% Chart Type of card customers are using Overall, figure depicts the intended use of the card by the survey participants In which, those using the card for the purpose of withdrawing money, paying bills or transferring money accounted for 65% In addition, 49% of customers use cards to pay bills for services such as restaurants, supermarkets, online bills or to save money Besides, about 22% of people use the card to receive a monthly salary and 15% of users for financial provision purposes Not only that, about 11% of people use the card for all of the above purposes Chart Purpose of using the card Chart describes how long have customers spent on using their cards It can be easily seen that about 59% of respondents used their cards for to years While 25% of the customer only spend less than a year using their cards, about 16% of them used cards for more than years Chart Used time 22 Chart shows some ways that customers heard and knew about BIDV As stated in the figure, most of the respondents first who heard about BIDV are recommended by acquaintances, friends and family, about 51% Then, a quarter of the people who participated in this survey knew about BIDV when they came to other transactions The rest are people who know BIDV through newspapers and social networks Chart Customers know BIDV through Overall, the majority of customers participating in this survey are satisfied with BIDV's card, in which, the number of people who are satisfied with the benefits that the card brings is the highest with 81 people In addition, about 31 people were very satisfied with the variety of BIDV's card products However, there are also people who feel dissatisfied with some points of BIDV's card It is easy to see that customers are completely dissatisfied with BIDV's service fees and 18 are not satisfied with this As a result, BIDV should consider to changing the policy 23 Chart Satisfaction level with services In figure 8, it can be easily seen the problem encountered during the time customers used their cards There are some cases customers suffered money for unknown reasons, they were also not explained the problem satisfactorily by the bank staff Otherwise, only a few of them, about 32 people, could not use their to pay their bills Not only that, about 29 people have encountered an error case originating from an ATM such as ATM maintenance and out of money This happens from time to time, causing the customer's need to use the card to be interrupted Chart Problems encountered According to chart 9, the criteria that customers choose to use cards at BIDV is mostly because the bank has a good security system In addition, customers when choosing a bank to issue a card are also very interested in transaction fees and the brand of that bank However, there are also some opinions that the bank brand, as well as the card brand, play an insignificant role in choosing a bank credit card Chart Criteria when choosing a bank’s credit card 24 Chart 10 describes the criteria that customers rely on to choose a suitable bank It can be easily seen that about 77% of respondents choose their bank based on its reputation of that bank Also, about 68% of customers also choose a bank according to the customer support service whether it's good or bad On the other hand, only 21% of respondents are based on the bank's media coverage Chart 10 Criteria for choosing a bank IV Bank comparison Table 10 Compare between banks Bank Credit card interest rate/month E-banking transfer fee Same system Outside the system Withdrawal fee Same Outside syste the m system 1,25% - 1,5% Free Free 1.100 3.300 2,79% - 3,99% Free Free Free 3.000 1% - 2,6% - Same Province/Cit y: Free - Other - Same Province/Cit y: 0,018% (minimum: 1.100 3.300 25 Card's utility - Discounts on shopping - Accumulate flight miles - Refund - Accumulate bonus points - Preferential golf courses, spas, luxury resorts - Global insurance service - Discounts on shopping - Refund - Accumulate bonus points - Discounts on shopping - Refund Province/Cit y: VND 8,000 1.33 - 1.66 % Free 15.000 VND maximum: 900.000 VND) - Other Province/cit y: 0,041% (minimum: 25.000 VND maximum: 900.000 VND) Free 1.100 3.300 - Discounts on shopping - Accumulate bonus points - Global insurance service When spending and shopping via credit card, customers will have an interest-free period, typically 45 days, to return the money to the bank without charges and interest However, in case the cardholder fails to pay the full balance at the end of the period by the due date of the monthly payment, interest will be charged The interest rate on credit card at BIDV ranges from 1,25% 1,5%/month, while Vietcombank is 1.33 - 1.66 %/ month; VPBank is 2,79% - 3,99%/ month and Sacombank is 1% - 2,6%/ month, all of which are higher than BIDV Therefore, more and more customers trust and use this bank's credit card Furthermore, BIDV offers its consumers a quick and easy option to lock cards using a mobile phone application When consumers see questionable activity on their credit card, or if their card is lost or stolen, they can freeze it immediately without having to contact or go straight to the bank, as they did previously It is easy to see the similarities and differences in transaction fee collection between different banks based on the above price list Regarding the E-banking service, among the four banks, Sacombank has a completely different fee collection policy This bank classifies transactions based on the location of the transaction Compared to the common ground, the collection of transaction fees when using E-banking will bring disadvantages to the bank when customers not only rely on the bank brand but also on the costs of services Next, about the withdrawal service, most banks charge the same fee of 1,100 VND with the same system and 3,300 VND with a different system However, for VPBank, this bank has a different price compared to other banks When using VPBank, customers are free to withdraw money from the same system and only lose 3,000 VND when making the same transaction at another banking system Cardholders who use BIDV's cards for payment and consumption can also receive a worldwide trip insurance gift package worth up to VND 10.5 billion, as well as many other tempting presents like discounts at supermarkets, restaurants, golf courses,… 26 V SWOT analysis Table 11 SWOT analysis about card services Strengths (S) Weaknesses (W) - A wide range of card products with various applications and utilities - Modern, convenient, secure, and quick - Bank cards can be used to pay for services, shopping bills, electricity bills, water bills - Spend first, pay later (for credit cards) - Convenient in use, easy to store and preserve - Easy management of personal expenses - Safer than holding cash - Many transaction points, accept card payments nationwide - Professional and dedicated staff - Linked with many e-wallet applications - Many cases when using the card at the ATM, the card is swallowed - Data is copied if the cardholder loses the card - High-interest rate if you don't pay the debt on time (for credit card) - Fees when withdrawing cash - Card security risks Opportunities (O) Threats (T) - On October 28, 2021, the Prime Minister issued Decision 1813/QD-TTg approving the - Customers can provide fake information project of developing non-cash payment in when applying for card issuance Vietnam for the period of 2021-2025, instead of using forms such as e-wallets, and bank - Fake cards are made by criminal cards organizations and individuals - Businesses encourage the form of paying - Money laundering criminals employees' salaries via card - Duplicate card products with other banks - Great market potential, the card market grows - Criminals impersonate a bank officer to call by an average of 300%/year and send fraudulent messages to customers - In the 4.0 era, science, technology and information are developing day by day VI Recommendations for BIDV – My Dinh Branch Product strategy 1.1 Maintain and improve the quality of existing card products BIDV offers three products at the moment: a domestic debit card, an international debit card, and an international credit card Improvements to existing goods are crucial since they not only help to retain existing customers but also help to attract new customers by standing out from competitors' card products by providing superior features and convenience for users Customers should be informed about the card's features, such as paying for electricity, water, and phone calls, as well as conducting research to improve them Furthermore, BIDV must create the card model and characteristics to fit each card user, such as students, working 27 people, business people, and so on, with flexible withdrawal and overdraft limits in order to capture more consumers' attention 1.2 Product diversification Diversifying card products is a primary priority for BIDV, as well as other commercial banks in the card sector Because of the benefits, simplicity, and safety in this dangerous period of Covid, consumers are gradually switching to using cards To keep up with the trend, banks must put in more effort to suit people's requirements in order to modify their cash-based habits In order to have remarkable advantages and benefits over using cash, bank cards must be diversified to suit different sorts of customers With the expansion of card types, BIDV will be able to fill all of the segments in the card industry, occupying a hitherto untapped market area This will assist the company increase its market share and reputation, as well as extend its business activities in the future This is what Vietnamese commercial banks and BIDV are looking toward in order to be competitive and keep up with the current banking trend As a result, BIDV must have very sound product strategies in terms of both quantity and quality Enhancing card convenience entails not only improving the quality of existing card products and services but also requiring banks to take steps to diversify card products to meet the different needs of customers, as well as providing additional services on a continuous basis to increase customers' convenience when using cards To this, BIDV must conduct extensive research into consumer wants and preferences in order to comprehend customers' wishes and requirements when using BIDV's services * Development of affiliate cards and other cards: To begin, BIDV can collaborate with a variety of domestic and foreign suppliers of products and services to provide clients with linked international payment cards Supermarkets, airlines, insurance, post and telecommunications, petroleum, and other areas that can be linked with great efficiency are those with a significant number of regular consumers who use a lot of goods and services Second, BIDV can extend the affiliate card to groups of people who regularly use services like entertainment, television, tours, medical examinations, and treatment Customers who use this type of linked card benefit from free consultation and provision of such linked services, as well as bank incentives in terms of interest rates and spending levels Customers in these affiliate areas frequently use the service in large numbers Third, collaborate with affiliates to develop policies that encourage customers to use and spend through a card, such as bank incentives on fees and interest rates; affiliate partner incentives on prices, promotions, and bonus programs At the same time, provide benefits to each customer group; for example, students will receive a discount if they use a music and entertainment affiliate card; seniors will receive free consultations if they use a link card for medical examination and treatment Fourth, work closely with affiliates to accurately track and pay rewards in order to build prestige and trust among cardholders Network development 28 2.1 Developing a network of card payment acceptance units For the network of POS card acceptors: it is necessary to develop specific regulations and procedures for the installation of equipment, which should aim to improve the use efficiency of POS, encourage and have appropriate marketing methods so that business units are becoming increasingly aware of the benefits brought by POS to their business activities, some specific solutions are as follows: Increasing marketing activities to a large number of stores, supermarkets, beauty salons, etc with a high volume of sales Setting up POSs at airports, train stations, car stations, and taxi stands, attracts a large number of customers who use card payment services Extend the POS network to include small businesses and restaurants Encourage card payment establishments with high card payment sales to have a promotion and after-sales program In addition, BIDV also needs to improve the quality of POS machines: Building BIDV's brand identity at ATM / POS points in a more effective and conspicuous fashion necessitates placing a high value on ATM locations as the Bank's face, requiring specific and suitable expenditures Strictly and effectively implementing the regulations on controlling transaction activities at ATMs/POSs, ensuring that each card payment acceptance point continues to improve its operation, and boldly moving ATM/POS machines to locations with better transaction conditions 2.2 Develop a card payment network To get the most out of ATM capacity, it's necessary to plan ahead when installing them Before installing the machine, it must be thoroughly researched and surveyed Industrial parks, export processing zones, universities, colleges, and professional high schools with a large number of students who have remained relatively stable over time, tourist centers, and shopping malls are given priority It is even possible to set up a cluster of machines in areas where transactions are frequently crowded, such as during Tet and festivals, resulting in a quick, nowait time The location of the ATM must be light, clean, safe, secure, and monitored by cameras Improve the machine's operational quality: Research and upgrade the ATM's configuration, as well as the transaction processing software, to increase transaction speed and reduce customer operations Most ATMs process a large number of transactions and must be properly maintained to ensure that customer transaction are accurate It's critical to keep cash distribution modules, communication systems, card systems, screens, and keypads in good working order, to detect and replace faulty equipment as soon as possible, and to keep the network running smoothly The focus of funding activities (money receipts, receipt replacements, transaction logs, ) should be on minimizing the situation where the machine runs out of money and transactions are 29 halted due to a lack of paper To avoid paying unqualified money to circulate to customers, it is necessary to classify and check the money carefully before putting it in the money box In terms of dealing with ATM-related issues, when an ATM has a problem that prevents it from working, such as congestion or a lack of log paper, the bank should have a department that monitors the operation status of ATMs on a regular basis so that timely remedial measures can be taken to ensure smooth ATM operation Increased security and safety Risk is an unavoidable part of any business, and banks must accept it in order to make a profit As a result, risk management in this area is about reducing risk to an acceptable level rather than eliminating it And, in order to achieve high-risk prevention efficiency, the above measures must be implemented in concert in order to achieve the goal of minimizing losses for both customers and the bank To reduce risks, improve cardholder quality, and increase the efficiency of banking operations, the following steps must be taken: Limiting the risks associated with card issuance and use: Issuing officers must thoroughly inspect and validate card issue data as well as client data in a variety of formats Ensure that safety rules are followed, such as the card and PIN must be given to the cardholder or must be provided separately if sent by mail One of the most critical aspects of risk management is security As a result, individuals hired for the card department must adhere to professional ethics and commit to maintaining the confidentiality of card-related data Place cameras at ATMs to monitor client transactions and prevent cardholders from being duped into withdrawing money from their accounts Setting up several account inquiry channels (email, phone, website,…) will allow cardholders to be more proactive in dealing with account fluctuations Customers should be instructed how to protect their cards and money in personal card accounts Because Pin digits constitute an electronic signature, customers must be thoroughly instructed on their security Many customers use their date of birth or ID card to generate a Pin number or allow friends to use their card Customers have been taken advantage of by thieves in order to withdraw money It takes time to inform customers on how to use their credit cards safely, but it is essential To reduce risk, in addition to the teller advising customers when registering to open a card, the bank must have numerous training programs, such as videos, newspapers, bank newsletters,… to guide customers on how to use the card securely CHAPTER 3: INTERNSHIP ASSESSMENT I KPI (Key performance indicator) 30 At the beginning of my internship, I was assigned by my instructor the task of opening 20 domestic debit cards However, at the end of the internship, I could only open cards for my father, mother, brother, sister and some other friends The reason is that they are already using card products of other banks II The difficulties encountered During the months of my internship, there were some difficulties I encountered: - I got corona virus and had to take a week off - Because I'm a shy and introverted person, the first week of my internship I was not open up to the members of the department - There are many card products, so when I read the document, I was a bit confused - Collecting surveys is quite difficult because customers often feel like they don't want to waste time doing surveys, they will ignore me when I ask or fill out indiscriminately III Internship gained I've gained a lot of knowledge about the banking system, especially card services Thanks to the bank's documents, I learned more about the features and rules of this service During my internship, I gained crucial new skills that will assist me in my future profession At BIDV, I learned how to put what I learned in school into practice while working in a real bank My coworkers at BIDV have been really friendly and have provided me with the opportunity to work with experienced personnel This internship has given me more confidence in my work and interpersonal interactions I connected with accomplished individuals in their areas, in addition to obtaining useful ideas from real-life circumstances Finally, I've gained a general understanding of the banking system It is really beneficial to my future professional plans IV Career plan - Short-term: In the short term future, I will try my best to graduate from university My English and office computer skills are now quite good, but I plan to spend more time studying and learning in the future to be entirely confident, and I know that the knowledge I have gained will be very useful in my profession - Mid-term: Become a personal customer officer at BIDV During this time, I still need to improve and learn more knowledge and experience to be better promoted in the future - Long-term: Become the head of the personal customer department with a high level of expertise, professionalism and skills to best contribute to the company's development Financial freedom, spiritual self-mastery, comfort in social activities Building a diverse customer network, solid partnerships and gaining the trust of superiors, colleagues and customers CONCLUSION 31 Bank card service is one of the modern and popular services in the world and is growing strongly in Vietnam Payment cards are increasingly asserting their roles and advantages over other non-cash payment methods Payment by card not only brings convenience to card users but also brings banks a significant source of income as well as a criterion affirming the Bank's technological progress After many years of implementing card services, the Joint Stock Commercial Bank for Investment and Development of Vietnam has made great progress, always being rated as one of the leading banks in the card industry in Vietnam However, in the face of increasingly fierce competition from domestic and foreign banks, BIDV in general and My Dinh branch, in particular, need to constantly improve the quality of card services in order to minimize payment using cash in the economy, increasing traffic and modern means of payment via banks The growing competitive pressure puts banks in front of significant opportunities and challenges Through this thesis, I hope that the solutions given will be effective, overcome the shortcomings, and contribute to improving the quality of card services of the North Hanoi branch in particular and BIDV in general Despite the best efforts, due to limited knowledge, the thesis will inevitably have shortcomings I look forward to receiving the teacher's suggestions! APPENDIX Survey of customers about card services 32 What age group are you in? £ Under 18 years old £ 18 - 29 years old £ 30 - 39 years old £ Over 40 years old What is your occupation? £ Businessman £ Officer £ Student £ Housewife £ Other Which of the following card services of BIDV are you using? £ Mastercard Ready (International Debit Card) £ Mastercard Platinum (International Debit Card) £ BIDV Smart (Domestic Debit Card) £ BIDV card linked student card (Domestic Debit Card) £ BIDV Infinite (International Credit Card) £ BIDV Platinum Cashback (International Credit Card) £ BIDV Mastercard Platinum (International Credit Card) £ BIDV Visa Precious (International Credit Card) £ BIDV Flexi(International Credit Card) £ BIDV Mastercard TPV (International Credit Card) The purpose of using your card is: £ Withdrawals, bill payments and transfers £ Pay at supermarkets, restaurants… £ Spend, pay online £ Financial provision £ Receive salary payment via card £ All 33 How long have you used BIDV's card? £ Less than year £ 1-3 years £ More than years Through which channel you know BIDV's card service? £ Through the Internet, newspapers, magazines £ Recommend by acquaintances, friends and family £ At the bank when I come to other transactions Please indicate your satisfaction level with the service you are using according to the following criteria: Totally unsatisfied Unsatisfie d Satisfied Very satisfied BIDV's card products have many utilities O O O O BIDV's card products are diverse O O O O Reasonable service fee O O O O Wide network of ATMs and merchants O O O O Information about promotions offers of BIDV is always updated O O O O BIDV's staff is polite and enthusiastic to answer customers' questions O O O O Luxurious and comfortable branches and transaction offices O O O O and Fast card issuance process O O O O When using BIDV's card service, you often encounter the following problems: Never Few Sometimes Regularl y Very often ATM machine out of money O O O O O Card stuck O O O O O Maintenance ATM machine O O O O O Card cannot pay O O O O O Deducted money for unknown reasons O O O O O The problem was not explained satisfactorily by the bank staff O O O O O 34 For credit card users, please rate the importance of using the following criteria when choosing a bank's credit card: Not important Normal Important Very important Interest rate O O O O Issue fee and annual fee O O O O Other fees (Delayed fee, cash advance fee) O O O O Promotions and special offers O O O O Customer service O O O O Security O O O O Bank brand O O O O Brand of the card (American Express, Visa, Master card) O O O O Method of contacting the bank (at counter, internet, phone) O O O O Other criteria O O O 10 Would you recommend BIDV's services to relatives and friends? O £ Definitely £ Maybe £ No 11 The criteria for choosing your bank are: £ Same bank with family members £ Prestigious bank £ The bank has good customer support service £ Competitive bank charges £ Mentioned a lot in the mass media REFERENCES 35 BIDV’s informations: https://nganhangviet.org/bidv-la-ngan-hang-gi/ BIDV My Dinh Branch’s informations: https://bidv.ngan-hang.com/chi-nhanh/ha-noi/cn- my-inh Bank comparison: https://timo.vn/blogs/tai-khoan-thanh-toan/nen-lam-the-atm-ngan-hang- nao-khong-mat-phi/ Survey of customers about card services: https://forms.gle/f2r8KBkLPxmi4vvq7 Decision No 1813/QD-TTg: https://thuvienphapluat.vn/van-ban/Tien-te-Nganhang/Quyet-dinh-1813-QD-TTg-2021-phe-duyet-De-an-phat-trien-thanh-toan-khongdung-tien-mat-492672.aspx#:~:text=Ng%C3%A0y%2028%2F10%2F2021%2C,Nam %20giai%20%C4%91o%E1%BA%A1n%202021%2D2025 36 ... s name BIDV Visa Infinite Platinum BIDV Visa BIDV Visa Platinu Platinum m cashback cashbac (mart) k (online) Gold BIDV MC Platinu m BIDV Visa Precious Classic BIDV Visa Flexi low fee BIDV Visa... information on smartphones to pay with BIDV Samsung Pay, BIDV Pay+ and withdraw money at BIDV' s ATMs with BIDV Pay+ app instead of physical cards - Join the BIDV Gold Points program with thousands... operation of BIDV - Required income: Classic Grade: BIDV Visa Flexi, BIDV MC Standard TPV: Minimum million VND/month Gold Rank: BIDV Visa Precious: Minimum income 15 million VND/month BIDV Visa