DUY TAN UNIVERSITY INTERNATIONAL SCHOOL PHAN NGOC TRUC QUYNH RESEARCH TO EXPAND CONSUMER LOAN OPERATION AT KIEN LONG BANK DA NANG BRANCH 2017 2019 BACHELOR OF FINANCE AND BANKING THESIS Da Nang, 2020.
DUY TAN UNIVERSITY INTERNATIONAL SCHOOL PHAN NGOC TRUC QUYNH RESEARCH TO EXPAND CONSUMER LOAN OPERATION AT KIEN LONG BANK - DA NANG BRANCH 2017-2019 BACHELOR OF FINANCE AND BANKING THESIS Da Nang, 2020 DUY TAN UNIVERSITY INTERNATIONAL SCHOOL UNDERGRADUATE THESIS RESEARCH TO EXPAND CONSUMER LOAN OPERATION AT KIEN LONG BANK - DA NANG BRANCH 2017-2019 MAJOR: FINANCE AND BANKING MENTOR : MBA TRAN DINH UYEN STUDENT : PHAN NGOC TRUC QUYNH CLASS : K22 PSU QCD ID NUMBER : 2210719181 Da Nang , 2020 DISCLAIMER Certify that the attached thesis is my original work No other person’s work has been used without due acknowledgement Except where I have l clearly stated that I have used some of the this material , it has not been presented by me for examination in any other course or subject at this or any other institution I understand that the work submitted may be reproduced and/or communicated for the purpose of detecting plagiarism I understand that should this declaration be false, I am libel to be penalized under the Duy Tan University regulations Signature: _ Date: TABLE OF CONTENS Y DISCLAIMER .3 TABLE OF CONTENS LIST OF ABBREVIATIONS 54 PREAMBLE CHAPTER OVERVIEW OF CONSUMER LOANS'S THEORY BASIC COMMERCIAL BANK 1.1 CONSUMER LOANS OVERVIEW .5 1.1.1 Concept of Consumer Loans 1.1.2 The basic feature of a consumer loan .6 1.1.3 Types of consumer loans 1.1.4 Consumer loan process 11 1.1.5 The benefits of consumer lending 14 1.2 CRITERIA TO EVALUATE CONSUMER LENDING ACTIVITIES 15 1.2.1 Loan sales: 15 1.2.2 Debt collection: 15 1.2.3 Odd debt: .16 1.2.4 Bad debt .16 1.3 FACTORS AFFECTING CONSUMER LENDING 16 1.3.1 The objective factors .16 1.3.2 Subjective factors 19 1.4 EXPERIENCE OF CONSUMER LENDING OF COMMERCIAL BANKS IN SOME COUNTRIES AROUND THE WORLD AND LESSONS FOR COMMERCIAL BANKS IN VIETNAM 20 1.4.1 Consumer lending experience in some countries A, Consumer loan activity in 20 1.4.2 Lessons learned from commercial banks in Vietnam 21 CHAPTER CURRENT SITUATION OF CONSUMER LOANS AT KIEN LONG COMMERCIAL JOINT STOCK BANK - DA NANG BRANCH 23 2.1 OVERVIEW OF KIEN LONG COMMERCIAL JOINT STOCK BANK DA NANG BRANCH 23 2.1.1 Introduction about Kien Long Commercial Joint Stock Bank - Da Nang Branch 23 2.1.2 Organizational Structure .24 2.1.3 Functions and duties of departments 24 2.1.4 Consumer loan credit process at Kien Long Bank - Da Nang Branch 25 2.1.5 Business performance of KienlongBank - Da Nang Branch in recent years .27 2.2 CURRENT SITUATION OF CONSUMER LOANS AT KIEN LONG BANK DA NANG BRANCH .32 2.2.1 The situation of consumer loans at KienLongBank-Da Nang Branch in the period of 2017-2019 .32 2.3 EVALUATION OF CONSUMER LENDING ACTIVITIES AT KIEN LONG BANK - DA NANG BRANCH .53 2.3.1 Achievements of NH Kien Long - Da Nang Branch 53 2.3.2 Shortcomings in consumer lending at NH Kien Long - Da Nang Branch 54 2.4.3 Competitiveness in consumer lending at Kien Long Bank - Da Nang Branch 56 CHAPTER SOLUTIONS AND RECOMMENDATIONS FOR ENHANCING OPERATION FOR CONSUMER OPERATION AT KIEN LONG COMMERCIAL BANK - DA NANG BRANCH 59 3.1 ORIENTATION OF THE BANK'S CONSUMER LENDING ACTIVITIES .59 3.2 SOLUTIONS TO EXPAND CONSUMER LENDING ACTIVITIES AT BANKS 59 3.2.1 Capital source solutions .59 3.2.2 Service solution 62 3.2.3 Solutions to conditions and process of credit credit 63 3.2.4 Marketing solutions 65 3.2.5 Technology solutions 68 3.2.6 Human solution 69 3.3 SOME RECOMMENDATIONS 71 CONCLUDE 73 LIST OF REFERENCES 74 LIST OF ABBREVIATIONS Cl Bank Officer Employees SB SC WTO ASEAN Consumer loans Bank Officer Employees State bank Stock Commercial World Trade Organization Association of South East Asian APEC Nations Asia-Pacific Economic CL Collateral GM Cooperation Contact labor Collateral General manager LIST OF TABLES Table 2.1 Basic financial indicators .29 Table 2.2 Capital mobilization situation 30 Table 2.3 Credit structure of KienlongBank - Da Nang Branch 33 Table 2.4 General Consumer Loans .33 Table.2.5 Secured Loan 36 Table 2.6 Category lending 41 Table 2.7 Consumer lending by loan method 47 Table 2.8 Consumer lending by loan method 49 Table 2.9 Lending by Purpose .53 LIST OF FIGURES Figure 2.1 General Consumer Loans .34 Figure 2.2 Secured Loan 37 Figure 2.3 Category lending 43 Figure 2.4 Consumer lending by loan method .50 Figure 2.5 Lending by Purpose 55 LIST OF DIAGRAM Diagram 1.1: Direct consumer loan Diagram 1.2: Indirect consumption loan Diagram2.1: The organizational structure of Kien Long Commercial Joint Stock Bank - Da Nang Branch 25 PREAMBLE 1.1 The reason to choose the topic: The speed of globalization and trade liberalization in recent years has created many major changes in the international economic environment In that condition, Vietnam's economy is integrated with the world economy through its accession to major economic organizations: Association of Southeast Asian Nations (ASEAN), free trade area ASEAN (AFTA), Asia-Europe Economic Cooperation (ASEM), Asia-Pacific Economic Cooperation (APEC), WTO (World Trade Organization), Economic Partnership Agreement Trans-Pacific (TPP) In this dynamic and competitive economy, effective exploitation and use of capital sources for socioeconomic development has always been one of the most important issues in economic strategy and policy economy of each country As a financial intermediary, an important capital channel for the entire economy, in order to be able to stand firmly in the financial and financial market, commercial banks need to constantly improve themselves the rules of general development In the trend of regional and international integration, each locality as well as the whole economy needs to exploit and use effectively domestic capital through lending activities of commercial banks to promote economic and social development, industrialization and modernization of the country Therefore, the need to expand lending activities is inevitable in the current period Along with the development of society, human consumption demand is also increasing and finance becomes a very important issue to finance those needs If only lending a lot of production but cannot be sold because people not have the need to buy such goods or have a need but cannot pay, it will inevitably lead to oversupply, inventory warehouse and capital stagnation From that fact shows that, when the society develops, not only companies and enterprises are objects that need capital to business and expand markets, but now individuals are also the people need capital and consumer lending activities are born to meet human consumption needs Consumer lending on the one hand creates more income for the bank itself, on the other hand helps individuals get capital to improve their lives, contribute to socio-economic development, and promote the implementation of stimulus policies Government demand, creating jobs, helping workers to have higher incomes and improved social life In the context of economic transformation, the banking sector, with its position in the economy, has played a very important role in promoting that process The social economy is developing day by day, human living standards are on the rise, the demand for consumer loans is also growing In recent years, consumer lending has played an important role in banking services, and consumer lending has contributed a large part of profit in the bank's lending activities Consumers with an increasingly stable and improved income, along with a high level of education and living standards, promises to promote the development of consumer lending Recognizing the importance of consumer lending activities in the social life in general and for the whole banking system in particular, why some internship at Kien Long Commercial Joint Stock Bank - Da Nang Branch, conclude In accordance with the knowledge in the learning process, I have chosen "Research on expanding consumer lending activities at Kien Long Commercial Joint Stock Bank - Da Nang Branch for the period 2017-2019" as my research topic 1.2 Research purposes The research purpose of the topic is on the basis of analyzing and pointing out emerging problems that need to be solved in the consumer lending sector at Kien Long Commercial Joint Stock Bank - Da Nang Branch, the topic proposes the solutions to help Kien Long Commercial Joint Stock Bank - Da Nang Branch to expand consumer lending services, contribute to the development of banks as well as improve the competitiveness of Kien Long Commercial Joint Stock Bank - Da Nang branch in the next period 1.3 Research objectives - Clarify theoretical bases for consumer lending at commercial banks - Analyzing the development of consumer loans at Kien Long Commercial Joint Stock Bank - Da Nang Branch, especially assessing the results and limitations of consumer lending activities at this bank 68 companies to offer incentive programs such as reducing interest rates, extending debt repayment terms, reducing sales prices, giving gifts for Household individuals use capital provided by banks to buy goods in the above units On the basis of basic services and available relationships with borrowers, banks should expand lending types, creating a rich product portfolio for customers to choose from Card lending is a promising form that banks can deploy The Vietnamese card market is growing rapidly and card sales have increased accordingly However, the number of cards issued and the proportion of card payment is still too small compared with the potential and compared with other countries in the region as well as internationally The economy is developing, people's lives are improving day by day, the demand for study, medical treatment, and traveling abroad is increasing, which is a very attractive market for banks to extend credit by Credit card loans to meet personal spending needs Currently, the number of students is increasing, learning fields are increasingly plentiful, education and training costs are increasing The branch should expand the scope of funding for educational activities Funding will be provided to not only those studying abroad but also to students who not have sufficient financial conditions to study This form will significantly increase the amount of the loan, and at the same time with Another form that branches should take is indirect CL In this form, the bank does not have direct relationship with customers but lends through intermediaries that are retail companies and distribution agents CL indirectly benefits both banks, customers and suppliers However, this market in our country is still open Exploiting this new market, the branch can attract a large number of customers, expand credit relationships and increase profits from CL 3.2.3 Solutions to conditions and process of credit credit The consumer loan process of Kien Long bank has been constantly updated with the trend but still has some limitations, making it difficult for many customers to have the opportunity to use bank capital Loosening credit conditions to a certain extent will help banks quickly expand credit institutions For example, a branch can 69 increase the loan level and loan term applied to its employees, allowing them to borrow large amounts of money in the long run, for the purpose of buying a house, for treatment Branches should also simplify a number of requirements in the loan application, both expanding the lending audience and reducing disbursement time, quickly responding to customer needs In terms of business processes, sometimes there is no continuity between the steps, leading to prolonged time, making it difficult for both banks and customers The bank can use modern technology to automate the business process automation Customers just need to send their demand through the automated system without having to go directly to the bank Customer data will be combined with the credit scoring system to make loan decisions and provide automated services This mechanism has been adopted in developed countries, creating convenience for individuals who want to borrow from banks to spend Each lender, each form of loan has its own specificity, so the design of the process, filing procedures, interest policy, service fees, marketing policy on the flyer system, the service manual is very important Many commercial joint stock banks have built and offered to customers specific business processes for each type of product from procedure instructions, documents, transaction processes to price policy, interest rates, and customer care Meanwhile, the branch's credit card operation up to now has only been based on the general regulations on credit credit issued under Decision 066 / QD-HĐQT-Kien Long Commercial Joint Stock Bank 19 dated April 3, 2006, without a detailed process for for each form, borrower, this makes banks sometimes confused when implementing loans For example, the loan profession for studying abroad is having many opportunities to develop because of the increasing demand in the market, less risks and significant profits However, loans to sponsor studying abroad at branches are almost only a few loans that are not very professional The reason is that there are no specific guidelines such as: determining the cases that need to deposit to prove financial, the margin level, the disbursement of opening savings books / certificates of deposit at the bank for borrowing and account blockade The formation of a specific process for each 70 type of loan will surely pave the way for the branch to simultaneously deploy all CL products Currently, a number of banks have opened many conditions for customers to access bank capital as quickly as Asian banks with 24-hour super loan service committing to disburse within 24 hours from when Receiving complete documents, Eximbank with loan service within 48 hours The need for loans is increasing, there are more and more urgent needs such as travel or unexpected nature such as medical treatment, so the loan application appraisal department at the branch must always flexible for each customer, each situation, each type of loan to satisfy customers at the highest level For example, loans for urgent purposes such as medical treatment or traveling, studying abroad should be considered in the shortest time possible to quickly finance, meet urgent requirements in terms of time for people borrow Many loans at branches not have synchronization in storing information, some loans not have sufficient customer data such as ID number, date of birth, occupation, making it difficult to control debt recovery Especially, for some loans with manager change, the lack of information has not been detected and timely supplemented Therefore, when examining the loan procedures, the credit officers must pay close attention to avoid causing errors that incur costs to the bank Along with the simplification of loan conditions, procedures and professional processes, the appraisal, monitoring and inspection of loans must always be paid attention to ensure safety in credit credit 3.2.4 Marketing solutions Vietnamese people often have the habit of saving and then spending, or if they have to spend, borrow money from relatives, but are very afraid to come to the bank to borrow money Due to such psychological characteristics, the expansion of the market share of CVDs must always be associated with Marketing, because this is an activity that plays a huge role in attracting customers to the bank However, because the branch has prestige and position in the market, the marketing activities have not been paid due attention by the branch The individuals and households who borrow money at the branch are mainly bank employees, or those who know and have 71 relationship with the bank before With the current fierce competition conditions, if a bank does not carry out marketing activities, any one bank may lose market share Therefore, quickly implementing Marketing activities in the field of CL is an urgent issue for branches The bank can implement the following solutions: First, the bank needs to intensify market research and identify the target market CL audience is very wide, including all individuals and households who wish to use banking services to cover their expenses Their consumption behavior is volatile and influenced by many different factors Therefore, market research is essential Market research involves understanding the individual household needs and influencing factors; review customers' behavior of buying financial products and identify factors influencing their choice of banks This is the basis for the bank to segment the market, identify the target market to proactively welcome opportunities, prevent challenges, and then exploit the market in the best way - The bank must regularly monitor information on the housing market, the automobile market, and the development of education to make accurate predictions about the needs of the population For example, when Vietnam joins the WTO, many imported goods including cars will be exempt from income tax, so the increase in demand for car loans in the coming time is reasonable Periodically or before market fluctuations may affect spending needs, banks should send questionnaires, directly interview customers, open Internet forums to evaluate and anticipate guess the consumer demand of the market - Operating in a large district, stable people's life, relatively good income, abundant capital source, ensuring financing for a large amount of loans, Da Nang branch should develop services loans to purchase large-value assets such as real estate, new cars, luxury goods with target customers who are high-income individuals and households Branches should organize meetings, travel, give gifts, apply incentives when using services other than traditional customers Second, the bank needs to develop a specific and effective communication-promotion strategy The Bank can increase advertisements on newspapers, television, leaflets, and 72 create a good impression on products with customers; arrange direct transaction staff to introduce banking services through meetings, dialogues, phone calls, mailing, customer conferences Credit credit activity is an activity that requires aggressiveness, flexibility and creativity of credit officers, and product marketing is an indispensable stage However, at the branch, the employees of the individual customer department mainly provide services to the familiar objects, have not followed closely, go into the market, directly introduce products to other objects Therefore, the bank should have a policy of promoting the form of service marketing through its credit officers The individual customer office should appoint credit officers to market their products in residential areas, women's unions, businesses, and labor-intensive organizations On the other hand, banks can also deploy public relations - a new form which is increasingly popular in society Branches should coordinate using a variety of tools such as participating in charitable activities, sponsoring television programs, organizing thematic seminars , in order to build and maintain broad understanding among the masses about the bank In order to this a branch must quickly build its own website — a general and comprehensive information channel for the affiliate to reach everyone Affiliate product promotions should be strengthened during sensitive times when the market is hot to maximize efficiency Specifically, during the wedding season, couples with many needs to shop for houses, branches can introduce products via the Internet, advertise on TV, hang banners at hotels and restaurants When the student finishes the course, he / she wishes to study abroad, branches should distribute flyers, hang banners at the schools, provide information on the Internet Information about CV services to buy houses Land, cars, and other assets can also reach future customers of the branch through brochures, pictures, and drawings at home consulting centers, automobile manufacturing and trading facilities Linking with these locations will contribute to attracting the attention of individuals and households who are and are planning to borrow money from banks to spend Third, branches should apply promotions for borrowers, especially when the consumer 73 credit market is not active The branch can promote promotion by giving gifts, free service, organizing the winning dial-up programs For customers with large value loans, repaying debts before maturity should also be created by the bank and incentives like being served at home, not bank Fourth, developing modern distribution channels is also an effective solution The area of operation of the branch is a large district, so CL customers are often highly educated Taking advantage of that advantage, the bank can distribute products through automatic transaction channels, through phone-banking, home-banking systems, meeting customers' needs with the highest level of convenience Fifth, branches should recruit and train specialized marketing staff in consumer finance, working in individual customer rooms Currently, the branch does not have any specialized staff responsible for consumer credit marketing The activities of these employees are like a bridge between the branch's CL service with individuals and households, promoting the meeting and cooperation process between borrowers and banks with absolute satisfaction of both both sides 3.2.5 Technology solutions Currently in Vietnam, many banks are racing in technology to create diversified products with high gray matter content, and at the same time hit on the psychology of the majority of customers who want to enjoy the progress science Technology High technology will create a huge advantage for banks First of all, branches need to apply fully equipped machines for departments in general and individual customer rooms in particular With increasingly modern technology conditions, office equipment such as computers, printers, photocopiers, fax machines have become essential However, there is still a lack of machines at the branch, causing employees to wait for each other to use the machine This is very inconvenient and interferes with their activities Especially when there are changes in the way information is stored on computers, the lack of computers contributes to the modification not being made on time In addition, it also affects the attitude and psychology of customers when dealing with the bank, and indirectly reduces the 74 bank's image Therefore, ensuring adequate facilities and applying synchronous technology is urgent that branches need to Branches also need to build a modern information system, ensuring continuous, stable and smooth operations The management of information storage on the computer network should be well performed by the staff, avoiding the case that the branch's operations are delayed due to network errors, affecting customers, especially customers There is an urgent need Therefore, when technical problems appear, the bank must quickly request the technical department to promptly find solutions to resolve and avoid causing unnecessary losses to the bank and customers Besides, it is also very important that branches need to pay attention to providing adequate and extensive technology knowledge for the bank's staff, especially the credit department The bank's credit officers have an uneven age, experience and knowledge base, many of whom have difficulty in accessing and using new technology Therefore, the bank should conduct additional knowledge for its employees, ensuring the most efficient and thorough use of banking technology Branches should also invest in modern technology for consumer loans The branch should establish and implement an online information system between customers and a department specialized in consumer credit, so that customers can contact the bank, exchange information on the spot without going to the bank proceeding to guide loan procedures and online profiling Currently, this system in our country is new, but in the future it will be the bridge used most by the convenience of time space for customers In addition, the branch should also research the technology, learn the technology of foreign banks and apply it in accordance with its own conditions 3.2.6 Human solution Bank staff is the image of the bank to the public In order to have strength in the field of consumer credit, a branch must have the advantage of gray matter + Modern technology, branches need to focus on training and developing human resources in parallel with measures on products, Marketing, technology Specifically: 75 - Do well in recruiting inputs to screen, select individuals with integrity and talent, dedicate themselves to the development of the bank, especially for credit activities that always require the the staff's agility and creativity Recruiting good staff will help the bank operate efficiently and creatively, while also reducing the bank's training costs In addition, qualified staff with equal qualifications will integrate better, and training for staff will be done more easily - Kien Long Bank - Da Nang Branch is a bank that has been operating for a long time, so human resources have the interference of senior staff in the profession and young staff The country's economy in general as well as the banking industry in particular is developing day by day, so many officials fail to keep up with the rapid change in professional techniques and professional knowledge The Bank needs to organize many professional training courses, improve qualifications and improve ethics for credit officers, organize periodic meetings, discuss problems in credit credit, documents, regulations, processes The Branch can also launch selfstudy, self-study and annual skills tests, and also need to pay attention to improving the communication, investigation and analysis skills of these employees - a very important factor affecting the results of credit reporting activities - Branches should also have a policy of screening and effectively using human resources in the field of consumer credit Every year, the bank should organize recruitment examinations to review and evaluate and classify staff, thereby giving appropriate training directions - Currently, in Kien Long Bank's policy, credit activities have been paid more attention, some regulations on credit credit have been changed to suit the simplification of procedures, application of scoring new credit on computers, the expansion and conversion of code, symbol of loan type Sometimes these improvements are not well understood by the officials, leading to a lack of uniformity in management loan management, especially technological innovations Bank leaders and departments need to promptly disseminate the innovations to credit officers so that they can apply quickly and flexibly in each transaction, and 76 successfully complete assigned tasks The Branch may also assign some elite officers to directly contact the superiors to fully and clearly grasp these changes - In credit CL, the capacity and work efficiency of credit officers are clearly shown through sales, outstanding loans and loan quality Branches should have a policy of rewarding by commending, increasing salaries, and training specialties for employees with achievements such as attracting more customers, lending items of great value, and being safe and creative in product development, expansion of CL activities That is the motivation that encourages them to work enthusiastically, contributing to the success of the branch - Organize many exchanges between departments of the same branch and different systems, on the one hand create a happy atmosphere, solidarity in the unit, on the other hand credit officers can meet and exchange change to learn knowledge, experience, and apply it to their work 3.3 SOME RECOMMENDATIONS For Government and related ministries The operation of the bank in general and credit card operation in particular are strictly controlled by the Government and ministries Whether or not CL expansion is successful is in no small part thanks to the favorable conditions from these agencies, including: - Issue a complete and unified legal framework for lending and credit credit activities as well as other activities related to the consumer sector such as real estate law, tax law, creating a legal foundation for consumer credit activities expanded quickly and effectively - Stabilize the macro economy, create a healthy environment to promote creditworthiness The Government needs to make changes and adjustments to stabilize prices and exchange rates, maintain inflation at a reasonable level, to ensure that the spending needs and demand for credit services are not out of the bank's expectations row 77 - Investing in the development of consumer goods manufacturing industries, diversifying products in the market to stimulate spending, create momentum for the increasing demand for consumer credit, is the basis for promoting consumer loans - Accelerating the process of issuing certificates of land use rights, home ownership, creating opportunities for many individuals and households to come to the bank, to expand creditors Certificates of land use or home ownership are required for real estate mortgages Currently, many individuals and households have difficulty in applying for these documents, so they cannot access bank capital - Authorities at the location of customers need to cooperate with banks in verifying customer information, as well as implementing overdue debt collection, contributing to improving the quality of consumer loans use - It is necessary to have a coordinated coordination between banks, courts and state management agencies to quickly resolve disputes, protecting interests for the parties involved For Kien Long Commercial Joint Stock Bank - Kien Long Commercial Joint Stock Bank needs to promulgate specific regulations on the field of credit credit, ensuring this activity follows the right orbit Having a clear and strict legal framework will help banks feel more secure when making lending decisions, expanding the number of loans, and meeting people's consumption desires - Limiting sponsorship for state-owned banks, promoting the flexibility and initiative of the bank, especially in new fields such as CL For Kien Long Bank, Da Nang branch Kien Long Bank, Da Nang branch, should have incentive policies for the expansion of credit institutions - Plan a strategy to develop credit credit activities, determine appropriate measures to expand credit institutions to the bank to achieve the highest results 78 - Directing banks to focus on investment in technology and human resources two factors are considered the key to open the door to success in the credit credit sector -Provide a list of consumer credit products that banks can offer based on research and learning experiences from domestic and international credit institutions -When there are changes in the regulations and policies on credit credit, it is necessary to promptly notify the branches, especially to guide in detail each case, avoiding unnecessary errors CONCLUDE The economy develops strongly, people's income has been raised, their spiritual and material life has been improved, so the spending needs in the economy also increase constantly, leveraging the expansion CL If a bank's monetary business is like a chain of constant movement, credit credit is an indispensable link, it not only brings revenue but also has a positive impact on promoting the departments other development together Promoting consumer credit is an indispensable trend in market economic conditions, as well as a potential strategy, target and market of commercial banks Operating in a large area, high living standards, and abundant capital resources, Kien Long Bank, Da Nang branch has many advantages to expand credit institutions This credit activity at the bank has seen an encouraging growth in Kien Long Bank, Da Nang branch in recent years, but in order to achieve success, the management board also needs to effort a lot On the basis of the theory of credit credit and the current status of this operation at Da Nang branch, the thesis proposes a number of solutions to expand consumer credit at the branch, and at the same time boldly raised a number of recommendations for State agencies, in order to best exploit this potential credit market 79 LIST OF REFERENCES National Economic University, Commercial Banking Curriculum, Statistics Publishing House, 2004 National Economic University, Business Finance Textbook, Statistics Publishing House, 2003 Peter Rose, Commercial Banking Manager, Finance Publishing House, 2004 Banking Academy, Bank Credit Curriculum, Statistics Publishing House, 2003 Annual Report of Kien Long Commercial Bank, Da Nang Branch, 20172019 The Banking Magazine Journal of Financial - Monetary Market Economic Times Some websites: kienlongbank.com.vn NHẬN XÉT CỦA GIẢNG VIÊN HƯỚNG DẪN Đà Nẵng, ngày… tháng….năm 2020 (ký ghi rõ họ tên) NHẬN XÉT CỦA GIẢNG VIÊN PHẢN BIỆN Đà Nẵng, ngày… tháng….năm 2020 (ký ghi rõ họ tên) ... SITUATION OF CONSUMER LOANS AT KIEN LONG BANK DA NANG BRANCH 2.2.1 The situation of consumer loans at KienLongBank -Da Nang Branch in the period of 201 7-2 019 2.2.1.1 Sales of consumer loans 33 Table... TAN UNIVERSITY INTERNATIONAL SCHOOL UNDERGRADUATE THESIS RESEARCH TO EXPAND CONSUMER LOAN OPERATION AT KIEN LONG BANK - DA NANG BRANCH 201 7-2 019 MAJOR: FINANCE AND BANKING MENTOR : MBA TRAN DINH... customer of KienlongBank - Da Nang Branch (accounting for 30% of total mobilization from corporate customers) 2.1.5.2 Credit operations In the period of 2017 - 2019, KienlongBank - Da Nang Branch