Improving Credit Card Services For Individual Customers Of Vietnam International Bank (VIB) , Cau Giay Branch Professional bachelor degree in Finance Banking Insurance (Customer relationships management) WORK PLACEMENT REPORT Improving Credit Card Services For Individual Customers Of Vietnam International Ban.
Professional bachelor degree in Finance-Banking-Insurance (Customer relationships management) WORK PLACEMENT REPORT Improving Credit Card Services For Individual Customers Of Vietnam International Bank (VIB) , Cau Giay Branch Names of student : Nguyen Thi Hue University year : 2019-2022 Tutor at TMU : Mrc.Nguyen Minh Nhat Linh Tutor at USTV : Marie-Josée Cambreling Tutor at (Company) : Bui Thi Hien Hanoi – 2022 TABLE OF CONTENTS LIST OF TABLES LIST OF FIGURES Introduction PART 1: OVERVIEW OF VIB AND THE INTERNSHIP 1.1 Company: 1.2 Host Firm 1.1 Introduction of my internship 1.1.1 Reason to choose topic 1.1.2 Internship plan PART 2: INTERNSHIP IMPLEMENTATION AT VIB,CAU GIAY BRANCH 2.1 The internship position, responsibilities and tasks 2.1.1 Department structure and internship position 2.1.2 Business procedure and work placement responsibilities 2.1.3 Daily tasks 2.2 Introduce about credit card service (For individual customers) of VIB 10 2.3 Some business cases 12 2.3.1 Case No1 (failed - customer risk) 12 2.3.2 Case No2 (failed – customer’s needs) 13 2.3.3 Case No3 (successed) 15 2.4 Service analysis 16 2.4.1 Customer research 16 2.4.2 Competitor analysis 24 2.4.3 SWOT analysis 27 2.4 KPI and KPR 28 2.4.1 Key performance Indicator – KPI 28 2.4.2 Key performance results – KPR 28 2.4.3 Host firm assessment and recommendation 28 PART 3: INTERNSHIP ASSESSMENT 30 3.1 The difficulties encountered 30 3.2 Internship gained 30 3.3 Career plan 31 Conclusion 32 APPENDICES 33 LIST OF REFERENCES 37 1|Page LIST OF TABLES Table : Internship plan at VIB –Cau Giay Branch Table : Time and Daily tasks at VIB Cau Giay Branch Table : Information about types of credit card of VIB Cau Giay 10 Table : Case 12 Table : Case 13 Table : Case 15 Table : Comparison credit cards service of VIB, VP BANK and Techcombank 24 Table : SWOT analysis of VIB Cau Giay Branch 27 LIST OF FIGURES Figure1: Structure of VIB –Cau Giay Branch Figure : Proportion of gender, age, occupation of customers 17 Figure : Proportion of education level , income per month of customers 18 Figure : Interactive channels help VIB to reach customers 18 Figure : Method opening card of customer 19 Figure : The purposes of customer when use credit cards 20 Figure : Criterias when choosing a customer's VIB credit card service 20 Figure : Customer's credit card usage ( per month) 21 Figure : Customer satisfaction with VIB ’s credit cards services 22 Figure 10 : Some problems encountered when using credit card 23 Figure 11 : Percentage of customers who evaluate the suitability of the credit card limit 23 2|Page ACKNOWLEDGE I would like to express my deep thank to the Thuong Mai University and the University of Toulon for creating a good learning environment for me and other students, for teaching and imparting useful knowledge during this time,from that I can apply to complete this thesis I would like to sincerely thank Mrc Nguyen Minh Nhat Linh, who directly guided me very enthusiastically, gave comments to help me improve my limitations to complete the thesis I also thank Ms.Marie-Josée Cambreling for her helpful advice on choosing a topic title and writing a report Besides, i would also like to thank the VIB Cau Giay Branch and Ms Bui Thi Hien –my tutor at the bank for taking the time and helping me in the process of customers survey, find quarterly sources of information to complete this thesis Although we have tried our best, there are still shortcomings, we hope to receive the sincere contributions of the teachers to make the report more complete I sincerely thank! 3|Page Introduction In recent years, the habit of none-cash payment is becoming more and more popular One of them must be mentioned is the method of payment via credit card With the feature of “ spending before, paying later” , it has become "an inseparable thing” for those who have the habit of shopping, consuming, and paying online In that context, VIB has also been trying to develop this card to promote meet people's needs and keep up with social trends Although this card brings many benefits, many people are still confused and not want to use it, even many people open it and then cancel it because of paying fees, or incurring high interest rates Realizing the importance of the above issue, with the knowledge that has been studied and researched at the university and during a period of internship at VIB International Bank - that plays a key role in the field of business credit card business, so I chose the topic : " Imroving credit card services for individual customers of Vietnam International Bank (VIB) , Cau Giay Branch” to research the current situation and difficulties in bringing credit card services closer to many customers and suggest some solutions to help VIB improve this problem My report consists of main parts: Part 1: Overview of VIB Cau Giay branch and the internship Part 2: Internship implementation at VIB Cau Giay branch Part 3: Internship assessment 4|Page PART 1: OVERVIEW OF VIB AND THE INTERNSHIP 1.1 Company: Name: Vietnam International Bank (VIB) Slogan : “The heart of banking” Location : CornerStone building, 16 Phan Chu Trinh, Phan Chu Trinh ward, Hoan Kiem, Hanoi Legal status : Active Geographical development : Currently, Vietnam International Bank has a total of more than 160 branches/transaction offices located in 27 provinces and cities nationwide In which, the most are Ho Chi Minh City - 46 branches/transaction offices, Hanoi - 38 branches/transaction offices, Hai Phong city – branches/transaction offices, and many other provinces and cities Number of employees : VIB currently has more than 10,000 employees Date of creation: September 18, 1996 Activity : VIB operates mainly in the field of capital mobilization and credit lending In addition, the Bank also participates in international payment activities, foreign exchange business, financial investment, risk management and capital preservation Target: VIB sets a target of strong growth in the period 2022-2026 with compound growth in profit of over 30%/year, capitalization increased by times compared to the current one, and at the same time developing the customer network to more than 10 million customers in the next leg VIB aims to lead the retail market in terms of quality and scale on a solid foundation of technology and management 1.2 Host Firm Location: 1st floor, CTM Building, 299 Cau Giay, Cau Giay District,Hanoi Number of employees : about 130 employees Date of creation : July 8, 2002 Size : The branch has transaction offices in the same area: My Dinh, Quan Hoa and Hoang Quoc Viet transaction offices Activity : + Card products: Credit card, VIB Values domestic payment card (ATM)) +Digital banking services: Mobile banking (Myvib), E-banking (My Online Bank), SMS banking (SMS Banking) +Savings service: Online deposit, Target savings, Foreign currency savings (EURO and AUD) 5|Page +Loan services: Home loan, car purchase, consumer loan +Insurance services: Provide comprehensive insurance packages suitable for many subjects including: Pru Flexible Investment, Pru Optimal Protection, Health Protection VIB Care, Pru Lifetime Peace of Mind, Pru Life Peace, Pru bright future 1.1 Introduction of my internship 1.1.1 Reason to choose topic Currently, demand of customer for payment cards is increasing Credit card is noncash payment method that help customer reduce costs and time in commuting, especially in current COVID situation With feature “ spend before, pay later” very suitable in the current trend Along with the competition in credit activities - credit cards are also increasingly active and customers are the decisive factor in the existence of the bank VIB has introduced credit card service right from the first years of its establishment Although VIB's credit card business has achieved certain results, it has also faced many difficulties, especially the impact of the covid 19 pandemic in recent years Moreover, in Vietnam, the number of people using credit cards is still limited Some people know the benefits of a credit card and use it, but many others not want to use it, wondering about issues such as fees, interest rates, etc That's why I chose the topic "Improving credit card services for individual customers of Vietnam International Bank (VIB), Cau Giay Branch" to find out about the current credit card situation.After that, i will analyze the advantages and disadvantages as well as propose some solutions to improve credit card services, increase customer satisfaction for this method of payment 1.1.2 Internship plan Table : Internship plan at VIB –Cau Giay Branch Date From: To 15th March,2022 st From 15th to 30th March,2022 From 31th March to 14th April,2022 Task / Mission Task : Learn about the general rules and principles at the place intern Task 2: Research documents, information about credit cards: characteristics, interest rates, procedure, Task3 : Collect data, list, build relationships to find Outcome Understand rules and regulations Understand the necessary information about credit card services Collect a list of potential customers 6|Page th th From:.14 To 20 April,2022 From 21th April to 9th May,2022 potential customers Task : learn negotiate with the customer From: 10th To: 20th May,2022 Task : Create a customer survey and conduct analysis Task : Analyse the SWOT matrix From 20th to 27th May,2022 Report and evaluate the internship Know how to solve problems encountered with customers Collect customer feedback Understand the strengths, weaknesses,opportunities, and challenges of the bank Complete the internship report and make suggestions to improve the service quality of the internship place 7|Page PART 2: INTERNSHIP IMPLEMENTATION AT VIB,CAU GIAY BRANCH 2.1 The internship position, responsibilities and tasks 2.1.1 Department structure and internship position • Structure: Figure1: Structure of VIB –Cau Giay Branch Director Customer Service Department Credit Department Customer Relationship Management (RM) Customer Relationship Management (RM) Tellers Surveyor Customer Relationship Management Assistant (ARM) My postion: I am doing an internship at The Credit Department under the guidance of Ms Bui Thi Hien – my direct tutor at the bank and also the Customer Relationship Manager (RM) 2.1.2 Business procedure and work placement responsibilities I am an intern at VIB's credit department at Cau Giay As a newbie and inexperienced, my task is to support the bank staff in transactions related to credit card opening processes for customers From that,it helps me understand more about the culture and working environment of the bank The basic tasks I was assigned as: - Print, scan, copy legal documents of customers , ask for the signature of the director 8|Page - Call customers according to the data provided by superiors - Consulting, answering and taking care of customers about credit cards - Go with the bank staff to meet the customer to sign and confirm the legal documents to open the card 2.1.3 Daily tasks I interned at banks on Mondays, Wednesday and Fridays Mornings start from 8am to 12pm and afternoons from 1pm to 5pm Detailed tasks are shown in the table below : Table : Time and Daily tasks at VIB Cau Giay Branch In the morning ( am-12 am) Monday -Having a meeting with the Credit Department about working plan for the week -Read the document about the information of credit cards (features, classifications, interest rates, ) and ask the tutor any questions i still wonder Wednesday -Read the document about the information of credit cards and ask the tutor any questions i still wonder In the afternoon (1pm-5pm) -Support the bank staff to set up records, photocopy, scan necessary documents, enter customer list into the system -Support the bank staff to set up records, photocopy, scan necessary documents, -Call customers based on the available list and -Ask for the signature of the Branch advise customer to choose suitable credit Director to confirm the records cards -Go with the bank staff to meet the customer directly to sign the confirmation Friday -Read the document about the information of credit cards and ask the tutor any questions i still wonder -Support the bank staff to set up records, photocopy, scan necessary documents, -Call customers based on the available list and -Ask for the signature of the Branch advise customer to choose suitable credit Director to confirm the records cards -Go with the bank staff to meet the customer directly to sign the confirmation 9|Page Figure 10 : Some problems encountered when using credit card 70 60 50 40 Never 30 Seldom 20 Sometimes 10 Regularly Card Declined Late Can't access too much Penalized Locked card payment or the app outstanding for spending forget to MyVIB balance over your pay credit limit Through a survey of 102 customers, when using VIB credit card, the problem they often encounter is not being able to access the MyVIB app This is a very common situation when people use e-banking in daily life, not only VIB, it makes the app rotate continuously and cannot make transactions on app The cause may come from the bank's system maintenance, leading to error or unstable internet connection This situation happens often but for a short time The solution given is that the customer can Exit the application and log back in after 1-2 minutes Finally, the chart below will show the customer's evaluation of credit card limit suitability Figure 11 : Percentage of customers who evaluate the suitability of the credit card limit Is the credit limit suitable for your monthly spending? Very suitable Lower than expected Higher than customer's demand 26.5% 8.8% 64.7% 23 | P a g e The majority of customers feel that VIB credit card limit is very suitable for their spending needs (64.7%) VIB's credit limit is granted up to 600 million (Platium class) and up to billion for( World class) cards For customers who open a card from the salary program, the limit will be times the salary, and for " card to card " program, the approval limit is from 70-130% of the card's limit After a period of use and good spending, customers can completely request the bank to approve an increase in credit card limit or sometimes the bank will automatically increase it for customers With such clear policies, customers can completely enjoy spending and shopping 2.4.2 Competitor analysis It can be seen that when the credit card market has a lot of potential to develop and bring in profits, the race to issue credit cards between banks is becoming more and more fierce Besides the names that are always leading in quality such as Viecombank, BIDV, VietinBank, , VIB has to face two potential competitors , VP Bank and Techcombank- - which is considered as one of the banks that attract a large number of customers and have the same geographical location and belong to the same Cau Giay district where there are many individual businesses and households The differences and highlights of these banks are shown in the table below: Table : Comparison credit cards service of VIB, VP BANK and Techcombank VIB Target customers conditions Techcombank - Primary Cardholder from and full 20 years old to 65 years old and supplementary cardholders from 15 years old and up - Between the ages of 22 and 60 (age at the time of application) - Age between 18 and 62 - Income from 5,000,000 7,000,000 vnd per month - Income level from - Minimum average income 6,000,000 for the last months is VND/month million VND and maximum is 20 million VND (Travel Elite Card) Interest rate 2,33%-3% ( per month) Incentive programs VP Bank -Discounts from 10% - 30% in many fields such as travel, food, shopping Offers throughout 365 days 2,79%-3,99% 2,58% Accumulate points,cashback for shopping expenses, installment payments with some big partners: Cashback in the field of shopping and travel, accumulating and exchanging points at some big 24 | P a g e in year Cellphone, Samsung, - Installment program with more than 50 partners helps customers comfortably shop a variety of products and services partners such as: Winmart, Lazada, Canifa, - Paying electricity and water bills, paying bills are all cashback, accumulating points, - Customers opening a credit card will be prize draw and have the opportunity to receive tickets to travel to Asia Fee -Annual fee: 499,000- - Annual fee: 165,000- - Annual fee : 1299,000 VND/year 499,000 VND/year 300,000-550,000 VND/year -Late payment fee: 4%/ Late payment fee :5,5% amount due (minimum: Late payment fee: VND 200,000; maximum: Card closing fee : free 6% (tối thiểu VND 2,000,000) 150.000 VNĐ) -Card closing fee: 499,000 VND- 699,000 VND Interest period free 55 days Card closing fee : free 45 days 45 days Limit Up to 600 million VND 10 -500 million VND (platium class), up to billion VND (world class ) 25 million -up to billion VND Security -Smart Card technology -3D-secure integrates Virtual Card electronic card and Green -OTP code PIN electronic code, 3Dsecure -PIN code -3D-secure -OTP Code -Token Key -Smart OTP, eKYC electronic identification technology 25 | P a g e -Chip EMV -AI technology, Big Data, eKYC, e-Signature -Contactless Procedure Must meet the customer in Do it online, fast person to sign the confirmation Do it online, fast Through the above analysis, we can see the clear difference between the banks as follows: - In terms of financial proof, VIB seems to be more strict when the minimum income is million dong and 20 million(for Travel elite card) , meanwhile, for VPBank's credit card only from million, Techcombank is from million - Regarding the process and procedures, besides applying for online card opening only takes a few minutes like other banks, Vib also goes to meet customers directly to sign and confirm the completion of card opening records, the purpose of this is to evaluate customer risk, and at the same time, it can increase the customer's reputation for the bank and also an approach to consulting services to make customers more trust - In terms of fees, VIB has a rather high annual fee and card closing fee of up to 699,000 VND while VP bank and Techcombank are free for customers - Although there are some limitations, but in general, VIB still has a great advantage than two competitors, Techcombank and VP bank as low interest rates and late payment fees, long interest-free period (up to 55 days), high-tech applications such as Smart Card technology integrated with Virtual Card electronic card feature and Green PIN electronic PIN code, into card issuance and implementing many accompanying features to ensure safe shopping Moreover, the highlight that also attracts customers to trust VIB's services is the diverse and innovative cashback accumulation promotions These are huge competitive advantages compared to other banks VIB needs to focus and promote to retain old customers and expand the file of new customers The card market is growing and has fierce competition, so customers have many different choices Therefore, vib needs to understand its strengths in order to promote its advantages, and at the same time minimize its disadvantages and risks in order to bring trust to customers 26 | P a g e 2.4.3 SWOT analysis Table : SWOT analysis of VIB Cau Giay Branch STRENGTH WEAKNESS - VIB is in the top for credit card spending - VIB regularly changes the card's usage policy with nearly half a million credit cards being used and incentive programs Therefore, customers in Vietnam cannot grasp information in time -There is a high growth in the number of credit - The coverage is small, concentrated in large cards issued urban areas, less distributed in neighboring - The staff are well qualified and experienced provinces - Professional working environment, strict - MyVib system is often errors due to compliance with working regulations maintenance - There are many incentive programs, - The appraisal process is more complicated accumulate cashback, gifts and associate with than other banks more than hundred partners in many fields - Apply many new and modern technologies such as: virtual card technology, AI artificial intelligence technology, Big Data, Smart Card integrated with Virtual Card electronic card feature and Green PIN electronic PIN code, -Credit card services is always innovative that bring outstanding benefits for all spending to meet the diverse needs of customers OPPORTUNITIES THREATS -The proportion of young population and the - The market is entering the post-pandemic middle class is growing strongly and will recovery phase and strongly transforms to adapt account for a large of the population, creating a to the new context huge opportunity for the credit card segment -There are many potential competitors in the -People's income level and education level market increase, so the demand for modern services is - Many customers still not really understand high the process and procedures of credit card debt - VIB Cau Giay branch is located in the center of recognition, so they easily fall into long-term the district where there are many individual and debt And they all think that a credit card is like 27 | P a g e household businesses, so it attracts everyone's a loan with a high interest rate attention - The rising technology crime rate is also a - With the development and innovation of huge threat to credit card services science and technology 4.0, the quality and - About 60% of Vietnam's population lives in security of credit card services is increasingly rural areas, while non-cash payment acceptors modern and diversified are concentrated in big cities 2.4 KPI and KPR 2.4.1 Key performance Indicator – KPI Every month, at The Credit Department, specifically The Credit Card Team (including people) is assigned to complete the KPI, each person is 30 credit cards About my KPI , I set my own goal during my internship to convince customers to open a credit card In addition, I have to build a relationship with the customers during the consultation process and work with them to maintain the file of potential customers Moreover, understanding product information, having experience in negotiating and persuading customers are the things that I hope to achieve after this internship ends 2.4.2 Key performance results – KPR KPR results of each staff in the credit card team: All employees completed their tasks well My KPR result : After finishing months of internship at VIB Cau Giay, I have found customers and convinced customers to open a credit card , two of whom need more time to consider this card service Although I did not complete the target, but through, I have gained a lot of experience and necessary skills at work, contributing to better myself 2.4.3 Host firm assessment and recommendation VIB is considered a leading bank in the credit card trend with a strict due diligence process to reduce risks from customers, a professional culture and working environment with highly skilled and experienced staff Moreover, VIB always has unique incentive programs, cashback incentives associated with many partners in many fields to attract new customers, retain old customers In contrast, VIB still has limitations such as lack of staff, which means that one employee has to manage records of many customers, leading to errors in data processing In addition, the card opening procedure is also cumbersome, must provide many types of documents and the appraisal time is long Therefore, to improve business operations and credit card service quality at Cau Giay branch, I have proposed the following solutions and recommendations : Firstly, VIB should expand its network of units accepting payment via credit cards in many neighboring cities and provinces across the country so that customers can use the service anywhere This is one of the key solutions to gain market share as well as increase the bank's competitiveness and operational scale Currently, many Vietnamese people, especially in urban areas, have access to and regularly use credit card services However, 28 | P a g e there are still many people who living and working in rural areas, have stable incomes, are able to repay debts and have the need to access and use personal financial services such as daily living expenses, pay bills, pay for online purchases on domestic e-commerce platforms, but they have not yet been able to access and use this useful service This is a very potential customer segment that VIB should focus on so that those who have needs in all provinces and cities across the country have the opportunity to use and experience this card line Secondly, although recently credit cards have become closer to everyone, some people still not fully understand its features and benefits Therefore, in addition marketing strategy on the Internet, VIB needs to focus on promoting the image and incentives of credit cards through advertising posters, televisions, and leaflets, which are professionally designed to make an impression on customers This is the most effective way to bring credit cards to more people In fact, according to the survey results, the use and payment of credit cards is only concentrated among office workers and business people, most of them are young people aged 20 to 30, but have not really reached out to all Some people still think that credit card is something luxury, only for people with high income Therefore, it is extremely necessary to propagate and promote the card and its benefits in the mass media, and hold press conferences to introduce products In addition, VIB should also print documents instructing how to recognize interest rates, incentives, fees, by a small notebook to enhance people's understanding to help them have a more objective view of this card Thirdly, In order to improve the quality of customer service, VIB needs to invest in more transmission lines, ensure the stability of the MyVIB application, and send notifications via email or text message to customers first to inform the problem or maintenance and provide a specific time that customers can access again Fourthly, VIB should make a difference in long-term utility with credit cards In fact, to develop credit card services, many banks are racing to offer valuable gift incentives when opening credit cards to achieve the set targets, but then, there is a lack of care , after-sales for customers Therefore, VIB banks need to put themselves in the customer's perspective, understand the needs of customers and create different values in terms of long-term utility I suggest that there should be special policies for customers with high and stable annual spending on credit cards Beside the general incentive programs applied to all customers, for this particular customer, VIB needs to build its own database, constantly updating their information such as: family status , hobbies, to give gifts, rewards on birthdays, wedding anniversaries, will be very practical And Finally, Should train and add more human resources VIB needs to expand recruitment rounds to select potential and passionate employees as well as to add in necessary positions In addition, staff must be regularly trained on new issues at the bank so that they can better understand the services The image of the bank depends greatly on the activities of the teller, so it requires the staff to have good cross-selling skills, communication skills and problem-solving skills Therefore, developing good human resources also motivates users to pay attention to credit cards 29 | P a g e PART 3: INTERNSHIP ASSESSMENT 3.1 The difficulties encountered This is the second time I have experienced the banking environment since the previous group internship, however, I still have some difficulties at the new unit: First of all, I can not get on well with people and work at the bank here Since I was a shy and introverted person before, it became quite difficult to adapt quickly to the new environment But with everyone's friendliness and openness, I gradually adapted and became more proactive Next, I lack of experience in consulting and finding customers As a young person, I don't have many relationships in society, so finding potential customers is extremely difficult It took me a lot of time to learn from my colleagues how to approach customers, survey the market, create relationships with people around me so that I can create my first customers by myself In addition , I don't know how to manage my time properly Unlike the previous group project, this time I had to internship while completing the personal report by myself Due to the heavy workload at the bank, moreover, I am a newbie, so it takes a lot of time to learn from scratch, even when I go home, I still have to read documents about work So I haven't enough time to personal reports At first, I was quite pressured and stressed, but then, when I got used to the job, knew how to make use of my free time to reports, I felt that everything became more convenient Last but not least, COVID-19 affected me a lot during this research, I was limited to meeting face-to-face with customers to verify the risk, Fewer customers go to the bank due to social distancing, so I struggled to survey customers with survey sheet provided directly 3.2 Internship gained Having the opportunity to internship at VIB Cau Giay Bank for months is an extremely valuable experience, creating a memorable memory throughout my student life Although there were still some difficulties, thanks to that, I gained lessons and experiences that helped me grow up a lot When I intership at the bank, I learned knowledge about the banking industry, operations, especially better understanding of credit card services, card opening process, and how to apply theory in practice Besides, I feel that I am bolder, proactive in everything, Agile working style, mature in behavior and always think before speaking This is one of the first steps for me to familiarize myself with the job of my major after graduating In addition, Through communication with colleagues, leaders, and customers, I have improved my own soft skills: communication skills with customers, listening skills, observing and solving situations that I had only learned theoretically in university before It really means a lot to me 30 | P a g e And finally , the biggest lesson I learned while doing an internship was getting to know many people and expanding my relationships Relationships with colleagues that will last a lifetime are precious things that cannot be bought by material things They may become my colleagues, partners in the future and accompany me in my career path later 3.3 Career plan My short-term goal is first and foremost to defend this personal internship report well After these months of trying my best, I hope to receive a result worthy of my efforts After that, I will join in training courses, improve banking knowledge, communication skills courses because during the internship, I feel that I am lacking in many things, and this diploma waiting period is the right time for me to improve it Regarding my medium-term goal, after receiving my diploma on time, I will apply for the position of a credit staff at the bank where I did my internship and Apply previously accumulated knowledge and skills to complete the assigned work, work hard and have the opportunity to be promoted at work About long-term goal , I hope that I will master the skills related to the job, develop myself to become a competent and professional person to bring benefit the company Become a qualified manager, always leading the bank's activities, admired and respected by everyone This is a big goal that I need to work very hard to achieve in the future, I always cherish the opportunities that I have, the people who are always beside me to help me and consider it a motivation for me to try little by little every day 31 | P a g e Conclusion Credit card is a modern payment method and has become popular in the market, bringing a lot of business profits to Commercial Banks in general and VIB bank in particular As the strongest performing bank in the credit card business in Vietnam, VIB has been trying to further develop this service,VIB has been trying to further develop this service, promoting its existing strengths to maintain a potential customer segment that brings great benefits to the bank However, VIB needs to improve the transmission line system to reduce risks for customers when accessing, improve customer care, and after-sales programs, create different values about long-term utility is also an important factor On the basis of applying the knowledge learned, With the topic "Improving credit card services for individual customers of Vietnam International Bank (VIB), Cau Giay Branch" has completed the basic tasks such as : Basic features of credit card services for individual customers at VIB bank, Cau Giay branch After that, a survey of customers' opinions on needs and satisfaction levels when usingVIB credit card , from which conclusions and evaluations are made Next, Compare VIB with competitors, Analyze strengths, weaknesses, opportunities and threats through the SWOT model to draw comments on the advantages and disadvantages of the service Then, Propose grounded and practical solutions to improve the quality of credit card services Thanks to the knowledge I have learned and the experience accumulated during the internship, I was able to complete the thesis I hope that my suggestions will help VIB overcome its shortcomings and develop further in the future During the research process, I still cannot avoid the shortcomings and limitations in my report despite my best efforts to complete it, I look forward to receiving your comments and suggestions 32 | P a g e APPENDICES SURVEY OF CUSTOMERS ABOUT CREDIT CARD SERVICES FOR INDIVIDUAL CUSTOMERS OF VIETNAM INTERNATIONAL BANK(VIB), CAU GIAY BRANCH Dear customers, My name is Nguyen Thi Hue - currently an intern at VIB international bank, Cau Giay branch and a student at the Thuong Mai University as well I hope that you will take some time to help me complete the survey so that VIB Cau Giay can improve the quality of credit card services as well as give customers the best experience I am committed to keeping all your information confidential Sincerely thank! What is your gender? Male Female How old are you? From 20 to 30 years old From 30 to 45 years old From 45 to 65 years old What is your current occupation? Office staff Civil servant Business Retirement Others What is your education level? High school Colleges or University Graduated 33 | P a g e What is your monthly income? From 7-10 million From 10-20 million From 20-40 million More than 40 million How you know about VIB’s credit card service? The bank staff Friends and family members who have used The Internet Advertising,Television Others What is your card opening method ? Unsecured Secured What is your pupose of using credit card? Shopping Entertainment Travelling Paying bill Personal Reserves Others What criteria you choose to use VIB’s credit card? Procedure Fee The reputation of bank 34 | P a g e Attractive incentive programs Suitable limit Interest free period 10 How many times per month you use your credit card? Less than times 3-7 times More than 10 times 11 Your review about VIB's credit card service – Cau Giay branch Very Dissatisfied Satisfied Normal Dissatisfied Safe security system Interest Rate Credit limit Issue fee and annual fee Procedure Promotion,cashback Staff’attitude Service quality 35 | P a g e 12 Have you encountered any problems in the process of using VIB's credit cards service? Never Seldom Sometimes Regularly Card declined Late payment or forget to pay Can’t access the app MyVIB Too much outstanding balance Penalized for spending over your credit limit Locked card 13 Is the credit limit suitable for your monthly spending? Very suitable Lower than expected Higher than customer’s demand Thank you for your comments! 36 | P a g e LIST OF REFERENCES Credit card for individual customers of VIB https://www.vib.com.vn/vn/home https://www.vib.com.vn/vn/the-tin-dung/vib-online-plus-2in1 https://www.vib.com.vn/vn/the-tin-dung/vib-travel-elite https://nganhangviet.org/the-tin-dung-vib/ Credit card information for individual customers of VP bank https://www.vpbank.com.vn/ca-nhan/the-tin-dung Credit card information for individual customers of Techcombank https://www.techcombank.com.vn/khach-hang-ca-nhan/the/the-tin-dung/bieu-phi Compare interest rates, fees, and credit card offers of the top 10 best banks https://www.cachtietkiem.com/2020/09/so-sanh-10-the-tin-dung-ngan-hang-tot-nhat.html 37 | P a g e ... Credit card information for individual customers of VP bank https://www.vpbank.com.vn/ca-nhan/the-tin-dung Credit card information for individual customers of Techcombank https://www.techcombank.com.vn/khach-hang-ca-nhan/the/the-tin-dung/bieu-phi... why I chose the topic "Improving credit card services for individual customers of Vietnam International Bank (VIB), Cau Giay Branch" to find out about the current credit card situation.After that,... factor On the basis of applying the knowledge learned, With the topic "Improving credit card services for individual customers of Vietnam International Bank (VIB), Cau Giay Branch" has completed