Luận văn thạc sĩ quản trị kinh doanh quốc tế MBA (89)

SETTING UP STRATEGIES FOR THE DEVELOPMENT OF VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE – PHUC YEN BRANCH IN 2010-2015 GLOBAL ADVANCED MASTER OF INTERNATIONAL BUSINESS ADMINISTRATION CAPSTONE PROJECT REPORT BUILDING DEVELOPMENT STRATEGY FOR VIETINBANK PHUC YEN BRANCH FROM 2010 - 2015 GaMBA.01.N04 Do Hai Hoang Hoang Van Vinh Nguyen Thi Anh Dao Kieu Anh Tuan Hanoi – 2010 CONTENTS CONTENTS FOREWORD CHAPTER I: BASIC THEORIES OF THE ENTERPRISE’S BUSINESS STRATEGY .9 CHAPTER II 29 CURRENT BUSINESS CONDITION OF VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE PHUC YEN BRANCH 29 CHAPTER III .64 BUSINESS STRATEGIES AND PRACTICAL SOLUTIONS OF VIETINBANK PHUC YEN UNTIL 2015 64 ABBREVIATIONS Vietcombank Joint Stock Commercial Bank for Foreign Trade of Vietnam VietinBank Vietnam Joint Stock Commercial Bank for Industry and Trade Agribank Vietnam Bank for Agriculture and Rural BIDV Development Bank for Investment and Development of Vietnam VietinBank Phúc yên Vietnam Joint Stock Commercial Bank for Industry and Trade – Phuc Yen Branch ATM Automated Teller Machine SMS Short Message Service EFE External Factor Evaluation IFE Internal Factor Evaluation SWOT Strength – Weakness – Opportunity – Threat Matrix SPACE Strategic Position & Action Evaluation IE Internal-External Matrix NAMES OF TABLES AND FIGURE Table 1.1 SWOT Matrix………………………………………………….…………………20 Table 1.2: SPACE Matrix……………………………………………… ………………….21 Table 1.3 : GREAT matrix…………………………………………… …….…………… 23 Table 1.4 : Strategy assessment……………………………………………….……………25 Table 2.1 ATM Network…………………………… ……………… ………….…………32 Table 2.2: Report on business results 33 Table 2.3: Import – Export Turnover……………….…………………………………….36 Table 2.4: Overall social investment capital in 2009……………………………….… 37 Table 2.5: Population scale and structure…………… ……………………… 38 Table 2.6: EFE Matrix………………………………………………….………… …… 43 Table 2.7: Competitive Matix 47 Table 2.8: SWOT Matrix……………………………………………….…………….…….58 Table 2.9: IFE Matrix………………………………………………….………….… ……60 Table 3.1: The Strategic Position and Action Evaluation (SPACE) Matrix… ….… 67 Table 3.2: SWOT Matrix of Vietinbank Phuc Yen………….…………… …… ………69 Table 3.3: Strategies ……………………………………………………… …………… 72 Table 3.4 : GREAT-based analysis………………………………………….…… … ….73 Figure 1.1: Process of strategic management……………………… ………………….10 Figure 2.1: Growth rate of retail sales and services…………… …………………… 63 Figureh 3.1 : Strategy on SPACE matrix …………………………………….………… 68 FOREWORD Reasons for topic choice In market economy, it is neccesary for enterprises to be well prepared for future business and manufacturing First of all are the short-term plans for near targets, and strategy should be built for long-term targets For industry of high competitiveness and huge initial investing capital, development strategy plays a key and meaningful role in enterprise’s business Banking is a particular industry, playing special role in development of national economy, but sensitive with domestic and international Economical – Political – Social changes Therefore, activities of Commercial banks are paid much attention, including strict inspection Moreover, internal competition pressure is higher and higher; and economy integration becomes wider and deeper Each Bank needs to build up their own strategy for stably operating and developing, based on taking advantages of opportunities and restricting the threats in integration process Vietnam Joint Stock Commercial Bank for Industry and Trade (VietinBank) was established in 1988, separate from State Bank of Vietnam VietinBank comprises of a huge nation-wide branch network, including 150 Transaction Departments, branches and over 800 transaction offices/Saving Funds VietinBank Phuc Yen is one of its branches In the context of WTO entry and thorough implementation of banking commitments in 2011, strategies planning and building are now leading concerns of the branch’s Board of Directors in order to develop them safely, confidently and effectively Moreover, they try to step by step build a strong reputation for VietinBank Phuc Yen in Vinh Phuc province and the neighborhood From this real condition, Group has chosen topic on “Setting up strategies for Development of Vietnam Joint Stock Commercial Bank for Industry and Trade – Phuc Yen Branch in 2010 – 2015” as our capstone report The research‘s object and scope: - The Capstone report’s object is the business strategies of VietinBank Phuc Yen in the period of 2010 – 2015 - T h e s cope of this research is the business activities of VietinBank Phuc Yen in comparison with other banking counterparts Purposes and targets *Purposes: Based on theory of business strategy, to build up a business strategy for VietinBank Phuc Yen by 2015, and propose some solutions to promote VietinBank Phuc Yen to become one of the strongest branches in VietinBank system *Targets: - Generalizing basic theory of business strategy, building process, banking characteristics that affect strategy administration - Analyzing internal and external factors to find out the strengths-weakness, opportunities-threats of VietinBank Phuc Yen - Determining business goals based on strengths-weakness, opportunities-threats, and business plans, then proposing solutions to implement these strategies Research methodologies This research was designed based on the theory of five forces model of Michael Porter Porter's forces analysis is a framework for industry analysis and business strategy development developed by Michael E Porter of Harvard Business School Data collection: The research used both qualitative and quantitative methods for data collecting The following methods has been used to collect information:  Desk research  Questionnaire Desk research: The secondary data were collected and reviewed to provide the researcher with a foundation for a greater understanding of Vietinbank Questionnaire: After reviewing secondary data, a questionnaire for quantitative research has been developed and sent to 500 people There were 473 validated questionnaires were collected back Besides, they were also gathered from many opened sources such as internet and books such as: www.vinhphuc.gov.vn, www.gos.gov.vn, www.sbv.gov.vn; www.VietinBank.vn, www.Vietcombank.com.vn, www.Bidv.com.vn; www.Agribank.com.vn, and announced reports of Vietcombank, VietinBank, Agribank, BIDV Structure of the Capstone Report In addition to the Introduction and conclusion, this report structured into three (3) chapters: Chapter 1: Basic theories of the Enterprise’s business strategies Chapter 2: Current business environment of VietinBank Phuc Yen Branch Chapter 3: Solutions for business strategy of VietinBank – Phuc Yen Branch in the period of 2010–2015 CHAPTER I: BASIC THEORIES OF THE ENTERPRISE’S BUSINESS STRATEGY Concepts and process of strategic management 1.1 Concepts of strategy: Concepts of strategy and strategic management have been mentioned in many documents and in many aspects In this capstone report, only most popular and assessable concepts are included According to Michael Porter, strategy is the creation of unique and valuable position including differentiation, focus to prioritize the enterprise “Strategy is a series of complex actions for the purpose of mobilizing organizational resources to achieve a specific target.” (Textbook of strategic management, GaMBA 2009) Business strategy is an overall long-term plan or an overall action plan to deploy organizational resources for the purpose of achieving set targets of the organization in alignment with environmental changes Market economy, globalization trend of business and current competitive environment have step by step eliminated mind of luck in business Instead of that, success only comes to the talents, who know how to clearly use knowledge, skills and planning strategy clearly Understanding what strategy is and effectively utilizing it in the real business, the managers are required to clearly understand, thoroughly study the traditional and modern concepts of strategy and strategic management 1.2 Strategic management Strategic management is the top priority of any senior manager Sometimes, the task is assigned for not only any individual but also a group of executives in that organization or enterprise Although the term is widely used and discussed, not every manager fully understands its meaning, which may cause mistakes, even at expense of that enterprise’s survival Strategic management is a process of analyzing current environment, predicting future conditions, identifying missions, targets and strategic programs, implementing, measuring actual performance of such targets and strategic programs Strategic management includes five basic and closely-related tasks as following : Figure 1.1: Process of strategic management (Source: http://open learning word.com) 1.3 Necessity of Corporate strategic management: Strategic management now becomes more and more important to the survival and development of an enterprise If strategic management is not applied, enterprises will develop their plans by analyzing resources, crafting subjunctive plans of sustainable conditions Therefore, their long-term plans will be ineffective Especially today competitiveness level is harder than ever, those enterprises can’t react flexibly against changing environmental conditions Good strategic management will bring about good opportunities and pro-active competitive position for all enterprises Good strategic management should be essential to the survival of each enterprise Strategic management will help enterprises have a clear overview of their objectives and directions Strategic management will show enterprises their position on the road to achieve objectives In conclusion, today strategic management is one integral part in corporate management Without strategic management, enterprises will work ineffectively, not 10 tracked with cameras, officials may have to lock the door of computing room to avoid possible damage to banks and customers - Hardware: + All computers from office to office transactions must be synchronized with each other with powerful configuration to run modern applications + Technology systems must be open to ensure that when the system to expand its network in the course of operation, the process will not shut down the operation of Phuc Yen VietinBank conducting further connected systems Information Technology Human Resources (IT) - Interoperability of existing technology systems and the offering of new products heavily dependent on IT staff Thus, the bank needs to plan on rational treatment of professional personnel in the field of IT Require other departments to keep tracks of jobs to identify the responsibilities of each department, remove the unprofessional view which leads to irresponsibility and controversiality - Help staff for private undergraduate courses which required for the job as well as access to banking information technology and finance sector Information security issues: In active trading, the Bank's safety issues, confidentiality of information in general, the deposit information in particular is one of the critical issues Vietinbank Phuc Yen must be obliged to keep secret deposits and assets of the bank customers as well as information relating to the deposits of customers such as account numbers, sample signature of the account holder or be authorized account holder, the information about sales activity and account balance, information relating to transactions, withdrawals, transfer funds and assets of clients In order to ensure the confidentiality of information shall be provided only branch deposit information, customer assets in the case: at the request of customers or clients who are authorized under the provisions of law or at the written request of state agencies having jurisdiction Branch at the same time the process will also need to provide information or negotiate with customers to provide specific information 79 Normally, the information is done by the method of direct transactions, ie to get information on deposits, assets, customers must submit to the Vietinbank Phuc Yen to request and confirm the information directly, thus that the process of information transfer is done correctly However, new technologies are increasingly applied in a wide variety Bank, to provide information that can be done via phone, website, create utility for customers In many cases the actual network of bank information has been compromised to cause damage to both banks and customers Typically, the website of the Foreign Trade Bank has been attacked and must suspend operations for a day Therefore Phuc Yen Vietinbank issues of concern to information security, especially in the field of payments, manage customer deposits, funds management, by ordering companies to private vocational schools, transmission companies such as FPT, VASC to build secure systems "fire barrier system" to prevent hacker intrusions as well as fraud in the payment and other malicious intentions Another problem also must be very aware that at present, the INCAS system, according to officials with a list of assigned tasks, the system administrator for each official ID with a personal password used (password) access to the system Depending on management responsibilities and powers of each level officials that access to different systems To ensure safety, each staff absolutely must keep his password Periodically, a staff be allowed into the system (to change password entry) to change its own code number In fact, sometimes this has not been adequate attention Thus leading to a risk that if a person knows another person's password and the person is corrupt intent will be easy to realize his intentions Therefore, banks need to raise awareness of responsibilities for each official, to avoid the situation happening 3.3.5: Solutions to organizational restructure: Building and improving the organization towards the needs of our customers is an important requirement of VietinBank The customer needs to meet only one officer Other departments shall coordinate directly with service personnel in accordance with business processes and functions and responsibilities of each department The planned organizational structure of VietinBank Phuc Yen is dicussed as follow: 80 Customer Care Department: Split from Customer Transactions and Accounting Department Customer service staff is responsible for search and conduct transactions directly with customers, serving the needs of customers and customer care operations Credit Management Department: Directly implement clients’ risk management, give warnings to customers about customer service staff to assist customers to have adequate and trust information to make the right decision The department also has to control risks arising from operations Operation Department: Implement business requirements from the customer service staff, such as deposit accounting, loans, money transfers, remittances, cards Computing Department: Responsible for ensuring smooth security information storage system of the whole branch Organization – Personnel Department: Advise, recommend and assist the director on the implementation of organizationpersonnel and human resource development in the branch; to manage the emulation and commendation; complete all legal procedures related to the transaction establishment Finance Department: Manage and implement detailed accounting, general accounting, implement postinspection of accounting documents and supervise the financial management, propose property policies, manage internal spending; keep track of accounting data, write financial reports 3.3.6: Develop organizational culture Gradually creating banking culture, friendly working style and dynamic, there is coordination between the parts together, creating a friendly working environment, all staffs are able to promote all of themselves In order to build an organizational culture, 81 Phuc Yen VietinBank needs to perform: - Put customer-oriented thoughts in all activities of VietinBank Phuc Yen; perform professional activities quickly and effectively to best meet each customer's needs - Apply strict discipline in the bank All staff must perform work in compliance with labor regulations - Gradually creating banking culture, friendly dynamic working environment, creating coordination between departments - Transparency and disclosure policies of all its activities from recruitment stage to praise in the typically working process - Fair treatment for all members, to avoid bias due to status of acquaintances, creating healthy competition within the organization, which is also the driving force behind the growing of the bank - In addition to equipping people with professional knowledge, professional skills must be updated VietinBank Phuc Yen trains its employees the sense of discipline and professional ethics - In parallel with clearly defined duties and responsibilities of employees, the bank needs to create facilities for them to complete the assigned work and to develop compensation policies, job evaluation system, recognize the achievements of the staff to encourage them to voluntarily the job and a love wholeheartedly devoted to the development of the organization - VietinBank Phuc Yen staff should recognize that their colleagues are internal customers - Build relationships with leaders will be cooperation for the development of the bank: + Help the staff achieve the target + Shared with staff knowledge and skills to help improve the capacity of staff and also create trust and a devotion to the members +The consultation of employees is considered in decision making 82 3.3.7: Marketing Strategy: ● For products: Timely follow the directions and guidance of Vietnam Joint Stock Commercial Bank for Industry and Trade in developing, expanding and improving the quality of products and services, especially with new and potential products, in order to implement plan actively - Implement a policy of diversification of types of banking products and services aligned to the development of a bank mix Ensure closed service for customers and branches within VietinBank system, together with cross-selling products policies between service banking and other products and services such as insurance companies (IAI), the Securities Company … and plan the development schedule for each specific type of service ● For distribution: Need to build more transaction offices (satellite of the branch) to ensure a strong enough network However, issues of open and research network to develop a road map are consistent with the scale, with the financial ability, entrepreneurship, human resources and operational scale For example: - The establishment of Phuc Yen has been approved by The State Bank of Vietnam (a great exchange market) At the same time, train the new staff to be able to add functions and tasks of a more rational distribution rights for the transaction to promote the mobilization of capital and service development in the direction of the German retail banking information through the transaction network - Insert the card-issuing multiple channels (installation of ATM machines, card acceptance units ), make development cooperation with trade centers such as Tuan Tai Plaza, Binh Minh Supermarket on the basis of shared interests of two parties ● For prices: Phuc Yen Commercial Bank evaluates the products and services based on VietinBank provisions of price, in the references to other banks in the same area Regarding interest rates, deposit and service charge not exceed the prescribed prices of the State Bank However, to better mobilize capital as well as compete with other banks, especially the joint-stock commercial banks, Phuc Yen Commercial Bank needs to develop policy of prices, such as: preferential policies 83 on charges for the strategic customers, customer care for VIP customers and gifts for ordinary customers ● For marketing :Transfer information to the public through leaflets, radio programs, etc, introduce each service’s and product’s features to help customers update the product and service which the bank are providing - Each staff member of the bank plays the role of both consultant and customer care in every segment of the process because the bank staff can understand the nature and characteristics of banking products and services and the direct response to customer transactions in communication, guiding, persuading customers than any other form of advertising - Schedule a conference organized by customer type, product group, through direct contacts this way, Phuc Yen Commercial Bank can learn more about the needs of customers as well as getting the assessment of how service, quality products that banks offer Since then a solution must overcome in order to better customer service in area and promote VietinBank brand Implementation: Customer care Division: - Enterprise Customer: split from Business Customer Department, take care of marketing, and develop customer relationships and business credit files - Individual Customer: the marketing, develop individual customer relationships and sell retail banking products and services and credit Operation Division: - International payment: split from Business Customer Department, directly implement trade finance transactions, customer marketing, responsible for raising the efficiency of cooperation of foreign affiliates - Currency: directly implement professional management of funds and export development services, treasury, responsible for advising the board on measures to ensure fund safety and monetary security 84 - Office consultation, customer service: Directly manage accounts and transactions with customers; detect and timely report transactions of suspicious signs and check the legality, completeness, accuracy of the transaction documents, management, and records of customer information Risk Management Division: - Risk Management: directly implement operational management of loans, guarantees and carry out calculated risks fund according to debt classification from Clients Relations To give advice of the policies and measures to improve the development of credit quality, risk assessment for loans guaranteed credit proposals in line with regulations and handle bad loans, guide implementation measures to prevent operational risks, prevent money laundering, manage ISO quality system run, internal affairs Internal Management Division: - Establishment of Planning Department: Collect, synthesize, analyze and evaluate information on the local economic, political, social situation, as well as direct partners’ and competitors’; plan on building, deploying and evaluating the implementation of development plans and business plans, assist the managing director in evaluating the overall business operations of the branch - Administrative Department: Advise, suggest, assist the Director on the implementation of organization-personnel and human resource development at the branch, manage the emulation commendation, manage accounting data, write financial reports - Finance – Accounting Department: Manage and implement detailed accounting, general accounting, implement post-inspection of accounting documents and supervise the financial management, propose property policies, manage internal spending; keep track of accounting data, write financial reports, etc - Computing Department: Directly comply with the authority, regulations, processes of the information technology of the branch; guide, train, support, inspect other departments to fluently use the IT processes 85 Implementation of Marketing Mix: The policy revolves around marketing: product, distribution, pricing and marketing This section will discuss about products, pricing and marketing For products: Branches need to grasp in time the direction and guidance of the parent banks in developing, expanding and improving the quality of products and services, especially new products which have special characteristics to actively plan to deploy During this period, besides focusing on exploiting of potential products and services such as: billing, underwriting, trading foreign currency, the branch should focus on retail products and services such as payment of wages, SMSBanking and deployment of new products such as Internet banking, paying bills via ATM and at the counter, online securities payment - Implement a policy of diversification of types of banking products and services aligned to the development of a bank mix Ensurement of providing closed service for customers and branches within VietinBank system, as well as cross-selling policies between the products and services of banking services and products of other services such as VietinBank Insurance (IAI), the Securities Company The branch should build specific schedule for a specific services For distribution: The development orientation of VietinBank Phuc Yen system is retail bank, so banking network expansion should be implemented urgent, in which build a strong network itself first But the opening of the network must conform to the scale, compatible with the financial ability, entrepreneurship, human resources and operational scale Currently, Phuc Yen VietinBank has these choices: - Establishing new trading room in the scheme which has been approved to complete VietinBank network models Simultaneously strengthening and upgrading existing transaction, gradually add the functions and give more reasonable distribution rights for the transaction to promote the capital mobilization and development of 86 banking services through a network of retail transactions - Building Kios, transaction banking automation in trade centers, the new urban settlements while the card market is being quickly narrowed Put more card issuance (install10 ATMs and 50 POS appliance), researchers can deploy forms of cooperation with the trade center, supermarket to issue cards to people on the basis of shared costs between the two parties For the price: Currently, Phuc Yen VietinBank’s valuation of products and services is based on the cost of bank regulations and references to other banks.The chairman of VietinBank is now also the Chairman of Banking Association, as a result, the highest interest rate in the area at 12% may cause restrictions in raising capital in the province VietinBank Phuc Yen should have a policy on prices, such as: spend more deposits than the interest rate being applied for strategic customermore, but in the amplitude fluctuations of the parent bank, or giving gift vouchers or gasoline bills The interest rate is applied 14% per year, lower than other banks in the area For marketing: - Enhancing transfer of information to the public by means of brochure introducing briefly each feature of the service and products to help customers update of products and services that banks is offering From there, customers can understand how to use these services and products and understand the benefits of them - Through the staff's customer VietinBank Phuc Yen Rank legal entities and individuals related deposits, loan services and other services The employees are the staffs who understand the nature and characteristics of products and services of their own bank and so are the direct response to customer transactions so they would be able to successfully communicate, guide, and persuade customers than any other form of advertising - Regularly hold customers conference as through this direct way, VietinBank Phuc Yen can find out more about their needs as well as the feedbacks on service, quality products that the bank is offering Take these feedbacks as a basis to build the 87 solutions to improve the customer care quality 3.3.8: Building facilities Phuc Yen VietinBank has had its foundation headquarters office since 1998 with a favorable geographical position in the town center However, with the goal of modern retail banking, the bank needs to upgrade to a two-storey building which has an elevator in order to add the VIP rooms in transaction and to ensure that the customers are served quickly and conveniently Plans to develop facilities will focus on densely populated areas where the potential use of banking services is VietinBank Phuc Yen expected open more transaction offices in Lap Thach, the new Big C supermarket; Dai Lai, etc Chapter has analyzed the strengths weaknesses opportunities and threats of VietinBank Phuc yen in the period to 2015 To promote the strengths and overcome weaknesses VietinBank Phuc Yen should immediately implement measures to make its own position in the market 88 CONCLUSION Business strategy of a business is a very important issue in the economic situation of market competition, it determines the success of every business in the marketplace So work out a reasonable strategy is extremely important factors make the overall strength of each business The pressure of international integration does not allow businesses to be objective Being no exception, VietinBank Phuc Yen should have the timely changes to adapt with the new environment and stand firm among other competitors Thus, VietinBank Phuc Yen must build an efficient staff; choose the right strategy to compete in the new market environment On the basis of analyzing strengths, weaknesses, opportunities and threats of VietinBank Phuc Yen, the thesis has pointed out a strategy for Vietinbank Phuc Yen To successfully carry out these strategies, VietinBank Phuc Yen should focus on 10 solution packages However, as the business environment is changing, VietinBank Phuc Yen should regularly carry out the inspection and review of the results of these strategies to have timely adjustments Beside the mentioned solutions, the thesis also has the recommendations for the State Bank, Vietnam Banking Asscociations and the Deposit Insurance Company of Vietnam about the policies which facilitates the banking businesses in general and VietinBank Phuc Yen in particular 89 REFERENCES 1- Nguyen, Thanh Liem, Assoc Prof Dr and Tran Huu Hai, Ma – Strategic Management – Statistical Publishing House (2009) 2- Handouts of the course Strategic Management – Global Advanced of Business Administration (Hanoi - 2010) 3- Crucial issues for Managers of Banking sector – Ministry of Finance 4- Report of VietinBank-Phuc Yen Branch in 2007, 2008, 2009 and by September 2010 5- Report of The Party performance in the period of 2005-2010, The direction of the period of 2005-2010 of VietinBank-Phuc Yen Branch 6- Newsletter of VietinBank No Apr 2009 – June 2009 – Dec 2009 – June 2010 – Aug 2010 7- Annual reports of VietcomBank, VietinBank, AgriBank 8- Decision No 112/2006/QĐ-TTg dated 24th May 2006 of the Prime Minister on Approving the Project of Developing Vietnam Banking Sector by 2010 and the Direction by 2020 9- Banking Magazines in 2007, 2008, 2009 10- Websites: http://www.vietcombank.com.vn; http://www.bidv.com.vn; http://www.vietinbank.vn; http://www.agribank.com.vn; http://www.vinhphuc.gov.vn; http://gos.gov.vn; http:// sbv.gov.vn; 90 Appendix VIETNAM JOINT STOCK COMMERCIAL Code: BANK FOR INDUSTRY AND TRADE ĐK/260/2010 _ Address: No – Ngo Quyen – Phuc Yen Province – Vinh Phuc Tel: 02113.868387; Fax: 02113.870020 CUSTOMER SATISFACTION QUESTIONNAIRE (The branch deploys preodically or frequently) Vietnam Joint Stock Commercial Bank for Industry and Trade – PhucYen Branch would like to thank all the customers for having trust and using our products and services In order to improve the service and satisfy the customers’ needs, we would like to ask you for some information Please fill in the following questionnaire with () for your answer We certify that all your information will be kept as confidential and only used for our Customer Satisfation Questionnaire I Customer Information Your name: c Individual Sex: Age: Field of profession: c Enterprise Form: c c c c c 1.Male Below 18 From 36 to 45 Above 60 Public Sector, Administration c Military c Retired c State Owned c 2.Female c From 18 to 35 c From 46 to 60 c Business c Student c other (specify) c Joint Stock, Co Limited c Private c Other (Specify) c Foreign Invested Company Field of c Industry, c 2.Trade/Service 91 Business Construction c Hotel/Restaurant c Finance Insurance c Other (Specify) c 3 No of labors: ……………………………………… Register chattered capital:……………………(VND) Form: c 1.State owned c Foreign Organization c 3.Credit Organization c Collective c Finance c 6.Other (Specify) Field of business: …………………………………………… No of labors: ……………………………………… Register chattered capital:……………………(VND) II Customer’s Commnets for VietinBank – PhucYen Branch Location c Excellent c Good c Average c Poor c Bad Equipments, ATM c Excellent c Good c Average c Poor c Bad Value Added Service, Qualilty of Service c Excellent c Good c Average c Poor c Bad Transaction Process c Complicated c Average c Simple Working hour (weekly from 7:30 to 18:00, Monday to Friday and Saturday from 7:30 to 11:30) c Convinient c Not Convinient Increase transaction c Hour(s) Waiting for transaction c Very fast c Fast c Average c Slow Profits and transaction fee compare to other banks Profits, Level very high high average transaction fee Deposit Loans c c c c c c c 2.Day(s) c Very slow low very low c c c c 92 Transaction c c c c c fee Manner and quality of the bank’s staffs c Good c Average c Poor 10 Marketing and Service promotion Activities c Attractive c Average c Poor 11 Customer care (in transaction, procession of reclamation and requirements) c Good c Average c Poor 12 Your satisfaction with VietinBank-PhucYen Branch c Very c c Acceptable c Dissatisfied c Disappointed satisfied Satisfied 13 Your comments and suggestions (if any) for VietinBan-PhucYen Branch: Requirements for new service or products (please specify): …………………… ……………………………………………………………………………………… ……………………………………………………………………………………… Need of imporving current products or services (please specify)……………… …………………………………………………………………………………………… …………………………….………………………………………………………….… Other (please specify)…………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… If possible, would you pleae leave your Name and Contact Fullname: Telephone number: Thank you very much for your cooperation! 93 ... (2 branches of the same level), Agribank (8 branches), Sacombank Vinh Phuc, Techcombank, An Binh Bank, Military Bank, VP Bank, Vietcombank, etc and 30 transaction offices of almost all commercial... Phuc Yen are: Vietcombank, Agribank, BIDV In this big exercise, Group chose Vietcombank as a sample to compare with the remaining banks Table2.7: Competitive matrix 45 VietcomBank Point of importance... www.gos.gov.vn, www.sbv.gov.vn; www.VietinBank.vn, www.Vietcombank.com.vn, www.Bidv.com.vn; www.Agribank.com.vn, and announced reports of Vietcombank, VietinBank, Agribank, BIDV Structure of the Capstone