Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch

Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch

Professional bachelor degree  in Finance-Banking-Insurance (Customer relationships management) WORK PLACEMENT REPORT Joint Stock Commercial Bank for Investment and Development of Vietnam  Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son – Bac Ninh branch Names of student:Nguyen Thi Thanh Van University year: 2019-2022 Tutor at TMU: Mrs Dang Thi Minh Nguyet Tutor at USTV: Daphne Duvernay Tutor at (Company): Mrs Nguyen Thi Thuy Ha Noi - 2022 TABLE OF CONTENTS TABLE OF CONTENTS .i LIST OF TABLES .iii TABLE OF CHARTS iv ACKNOWLEDGE v INTRODUCTION .1 CHAPTER 1: OVERVIEW OF BIDV , BIDV TU SON-BAC NINH BRANCH AND THE INTERNSHIP 1.1: Overview of BIDV 1.2: Overview of BIDV Tu Son - Bac Ninh branch ( Host firm ) 1.3: Introduction of my internship .6 1.3.1: Why the topic .6 1.3.2: Internship plane CHAPTER 2: INTERNSHIP IMPLEMENTATION AT BIDV TU SON – BAC NINH BRANCH 2.1: Current status of car loans at the branch 2.1.1: Car loan products for individual customers of BIDV Tu Son - Bac Ninh branch 2.2: The internship position, responsibilities and tasks 2.2.1: Department structure and internship position .9 2.2.2: Business procedure and work placement responsibilities 10 2.2.3: Daily tasks 11 2.3: Some business cases 12 2.3.1: Case No ( succeed ) .12 2.3.2: Case No ( succeed ) .14 2.3.3: Case No ( failed ) 15 2.4: Service analysis 17 2.4.1: Customer research 17 2.4.2: Competitor analysis 22 2.4.3: SWOT Analysis .23 2.5: KPI and KPR 24 2.5.1: Key performance Indicator - KPI 24 i 2.5.2: Key performance result - KPR 25 2.5.3: Host firm assessment and recommendation 25 CHAPTER 3: INTERNSHIP ASSESSMENT 27 3.1: The difficulties encountered 27 3.2: Acquired practice .27 3.3: Career plan 27 CONCLUSION 29 APPENDICES 30 LIST OF REFERENCES 33 ii LIST OF TABLES Table 1: Internship plan at BIDV Tu Son - Bac Ninh branch .7 Table 2: Car loan data for customers of the branch in the last years ( 2019-2021) Table 3: Table of daily task 11 Table 4: Customer profile 12 Table 5: Customer information 14 Table 6: Customer information 15 Table 7: Comparison table of interest rate 22 Table 8: SWOT of BIDV Tu Son - Bac Ninh branch 23 iii TABLE OF CHARTS Chart 1: Diagram of individual customer rooms at BIDV Tu Son- Bac Ninh branch .10 CHART 2: AGE 18 CHART 3: JOB 18 CHART 4: PRODUCT USE TIME 19 CHART 5: MONTHLY INCOME 19 CHART 6: CUSTOMER SATISFACTION WITH THE PRODUCT .20 CHART 7: LEVELS OF CUSTOMERS' DISASTER ABOUT US PRODUCTS .20 CHART 8: If given a choice, which bank would you choose to get a car loan for individual customers? 21 iv ACKNOWLEDGE In order to successfully complete the internship as well as the final report, I received the enthusiastic attention and guidance of teachers from the Thuong Mai University, the University of Toulon, and the bank staff with many words of encouragement invaluable guidance from everyone Internship for three months at BIDV Tu Son - Bac Ninh branch is one of the most honorable things I have done First of all, I would like to thank the administrators and teachers of Thuong Mai University, during the years of study, they have imparted to me valuable knowledge, skills and experiences that have helped me to complete my career into this important graduation thesis Second, I would like to thank the tutors of this project - Ms Dang Thi Minh Nguyet from Thuong Mai University and Ms Daphne Surverney from the University of Toulon for taking the time to support and guide me in completing this project report Finally, I would like to thank all the leadership and staff of BIDV Tu Son - Bac Ninh branch for helping me during my internship, especially Ms Nguyen Thi Thuy deputy guest room manager My personal banker is also my tutor, giving me the opportunity to have real experience at the bank Sincerely , v vi INTRODUCTION In recent years, Vietnam has always been a country with a high and stable economic growth rate compared to other countries in Southeast Asia, the economy continues to grow at an impressive rate compared to many other countries In addition, economic development policies are always concerned by the State, continuously adjusted to suit the domestic economic situation and the fluctuations of the regional economy Therefore, Vietnam is gradually becoming an attractive destination for domestic and international investors The deep and wide integration of the economy has opened up strong development in many fields, the participation of many sectors creating the driving force for the economy to develop in both depth and breadth Among the contributions of these economic sectors, it is impossible to mention the system of commercial banks, commercial banks act as a bridge between people with excess capital and those in need of capital, ensuring the maintenance of capital maintaining the balance of "capital supply - demand" for the whole society Especially when lending is the activity that brings the largest source of income and is extremely important for the existence of commercial banking systems Therefore, the problem in the current period of integration and development for commercial banks is to expand all lending products, raise the level of lending activities in both depth and breadth, especially focusing on improve lending performance During my time working at the Joint Stock Commercial Bank for Investment and Development of Vietnam, I had the opportunity to learn more about the business areas of the bank, including the auto loan segment Joint Stock Commercial Bank for Investment and Development of Vietnam has also set a goal to promote retail development, aiming to be one of the leading banks in retail and consumer lending activities in the system of commercial banks trade in Vietnam I chose the topic “ Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son - Bac Ninh branch’’ for the report Research plan: Overall goal of the project: Improve car loan service for individual customers at the branch Plan details: + Learn about car loan products (interest rate, loan term, ) + Research the level of customer satisfaction and dissatisfaction with car loan products and services + Proposing loan development solutions to develop and expand auto loan services and improve the bank's competitiveness with other commercial banks CHAPTER 1: OVERVIEW OF BIDV , BIDV TU SON-BAC NINH BRANCH AND THE INTERNSHIP 1.1: Overview of BIDV Name: Bank for Investment and Development of Vietnam JSC Contract name: BIDV Logo: CEO: MR Phan Duc Tu Address: BIDV Tower, No 194 Tran Quang Khai, Ly Thai To Ward, Hoan Kiem District, Hanoi Phone: (+84) 24 22200588 Sector: Housing, automotive, travel , financial services, utilities and telecommunications History and development : BIDV was founded on 26 April 1957 under the initial name of Bank for Construction of Vietnam, then renamed Bank for Investment and Construction of Vietnam (1981 - 1990), Bank for Investment and Development of Vietnam (1990 2012), and Joint Stock Commercial Bank for Investment and Development of Vietnam (since 2012) 1957 - 1981 Founded when the country was active in the period of economic recovery, the Bank for Construction of Vietnam made important contributions to the management and allocation of capital for construction 1981 - 1990 On 24 June 1981, the Bank for Construction of Vietnam was transferred from the Ministry of Finance to the State Bank of Vietnam under the new name Bank for Investment and Construction of Vietnam ... IMPLEMENTATION AT BIDV TU SON – BAC NINH BRANCH 2.1: Current status of car loans at the branch 2.1.1: Car loan products for individual customers of BIDV Tu Son - Bac Ninh branch. .. main means of transportation Because of that, Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Tu Son - Bac Ninh branch is one of the long-standing and active banks in... system of commercial banks trade in Vietnam I chose the topic “ Developing car loan service for individual customers at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV)