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Microsoft Word Synthetic 2 MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY PHUNG NGUYEN THUC KHUE DETERMINANTS OF CUSTOMER SATISFACTION ON MORTGAGE SERVICE A CASE STUDY OF AN[.]
ng MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY hi ep w n lo ad ju y th yi pl PHUNG NGUYEN THUC KHUE n ua al n va DETERMINANTS OF CUSTOMER SATISFACTION fu ll ON MORTGAGE SERVICE: oi m at nh A CASE STUDY OF ANZ BANK VIETNAM LIMITED z z k jm ht vb om l.c gm n a Lu MASTER THESIS n va y te re ac th Ho Chi Minh City- 2010 ng MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY hi ep w n lo ad ju y th yi Phung Nguyen Thuc Khue pl ua al n DETERMINANTS OF CUSTOMER SATISFACTION n va ll fu ON MORTGAGE SERVICE: m oi A CASE STUDY OF ANZ BANK VIETNAM LIMITED at nh z z vb om n a Lu Supervisor Assoc Prof Dr Nguy n Minh Ki u l.c gm In Finance- Banking Ology Code: 60.31.12 k jm ht MASTER THESIS n va y te re ac th Ho Chi Minh City- 2010 ACKNOWLEDGEMENT ng hi ep First of all, I would like to express my deepest gratitude and sincerest thanks to Dr Nguyen Minh Kieu, my thesis tutor, for his valuable and patient guidance, advice and support during my research w Second, I would like to thanks all professors, tutors and my classmates who gave me the academic knowledge, support, encouragement and sharing experience to help me complete this research successfully n lo ad y th ju I also express my sincere thanks to my old colleagues at ANZ Bank Vietnam Limited and all the respondents who helped me to build the qualitative research and complete the survey yi pl Personally, I am deeply indebted my parents who always expect and encourage me much during the last three years I could not make it without them n ua al n va ll fu Ho Chi Minh City, December 2010 oi m at nh z z Phung Nguyen Thuc Khue k jm ht vb om l.c gm n a Lu n va y te re ac th ABSTRACT ng hi ep Recently banking industry has become severely competitive environment than ever before When the banking products are easy to imitate, then the service quality becomes important and significant for w banks to increase their competitive capacity This research, therefore, focused on measuring customer n lo satisfaction on mortgage lending service which occupies a large portion in retail lending market ANZ ad y th Bank Vietnam Limit was chosen for a case study in consideration of their strong foothold in retail ju lending market after seventeen years of officially operating in Vietnam This research attempted to yi figure out the most important factor influenced mortgage customer satisfaction Based on that, the pl al research findings provided meaningful recommendations and managerial implications for ANZ Bank n ua Vietnam Limited’s management board va n Sample of 150 respondents was selected, it was executed mostly in email and telephone interview fu ll Collected data was analyzed by using SPSS 16.0 Main analyses were exploratory factor analysis, m oi correlation, reliability with Cronbach’s Alpha, multiple linear regression at nh z The result addressed that the key satisfactions of mortgage customers at ANZ Bank Vietnam Limited z were Core Dimension, Relational Dimension, Price, Tangible Dimension and Customer Expertise k jm ht vb respectively gm Managerial implications for management board of ANZ Bank Vietnam Limited were provided Subsequently, limitations of the research were discussed for future studies in related field om l.c n a Lu n va y te re ac th TABLE OF CONTENTS ng hi ep ACKNOWLEDGEMENTS ABSTRACT w TABLE OF CONTENTS n lo LIST OF FIGURES ad y th LIST OF TABLES ju LIST OF ABBREVIATIONS yi pl CHAPTER 1: INTRODUCTION BACKGROUND 1.2 PROBLEM STATEMENT 1.3 RESEARCH QUESTIONS AND OBJECTIVES 1.4 RESEARCH METHODOLOGY 1.5 SCOPE AND LIMITATION n ua al 1.1 n va ll fu oi m at nh 1.6 THE STRUCTURE OF THE STUDY CHAPTER 2: LITERATURE REVIEW z z 2.1 OVERALL ON CUSTOMER SATISFACTION vb jm ht 2.2 OVERALL ON CUSTOMER SATISFACTION IN MORTGAGE LENDING k gm 2.3 DETERMINANTS OF CUSTOMER SATISFACTION IN l.c MORTGAGE LENDING om 2.3.1 Service quality 10 2.3.3 Customer expertise 12 ac th 3.1 QUALITATIVE RESEARCH STAGE 18 y CHAPTER 3: RESEARCH METHODOLOGY 16 te re 2.5 CHAPTER SUMMARY 15 n OF CUSTOMER SATISFACTION IN MORTGAGE LENDING 13 va 2.4 RESEARCH MODELS AND RESEARCH HYPOTHESES n a Lu 2.3.2 Service price 12 3.1.1 General result of the survey 19 ng 3.1.2 Result on Core Dimension determinant 19 hi ep 3.1.3 Result on Relational Dimension determinant 20 3.1.4 Result on Tangible determinant 21 w 3.1.5 Result on Competitive price determinant 21 n lo ad 3.1.6 Result on Customer Expertise determinant 22 y th 3.2 QUANTITATIVE RESEARCH STAGE 22 ju 3.2.1 Target population and sampling method 22 yi pl 3.2.2 Data collection 23 ua al 3.2.3 The questionnaire design 23 n 3.2.4 Data analysis method 24 va n 3.2.4.1 Descriptive statistic 24 ll fu 3.2.4.2 Reliability testing 24 oi m 3.2.4.3 Assessment of Unidimensionality, Convergent at nh validity and Discriminant validity 25 z 3.2.4.4 Multiple regression analysis 25 z 3.3 CHAPTER SUMMARY 25 vb jm ht CHAPTER 4: DATA ANALYSIS AND FINDINGS 26 k 4.1 SAMPLE CHARACTERISTICS 26 gm 4.2 DATA ANALYSIS 28 l.c 4.2.1 Descriptive statistics 28 factor analysis 32 ac th 4.3 TESTING OF HYPOTHESES 35 y 4.2.6 The adjusted research model 35 te re 4.2.5 Factor analysis of dependant factor 34 n validity 33 va 4.2.4 Assessment of convergent validity and of discriminate n a Lu 4.2.3 Evaluation the measurement scale by using exploratory om 4.2.2 Reliability assessment 30 4.4 MULTIPLE REGRESSIONS 37 ng 4.4.1 Multiple regression formula 38 hi ep 4.4.2 Multiple regression result 38 4.5 DISCUSSION 40 w 4.5.1 Application of theoretical conceptual framework 40 n lo ad 4.5.1.1 The relationship between service quality and y th customer satisfaction 40 ju 4.5.1.2 The relationship between price and customer satisfaction yi pl 40 ua al 4.5.1.3 The relationship between customer expertise n and customer satisfaction 40 va n 4.5.2 The result of measuring ANZ mortgage customer satisfaction 41 ll fu 4.5.2.1 Service quality 41 oi m 4.5.2.2 Price 41 at nh 4.5.2.3 Customer satisfaction 42 z 4.5.3 Outcomes of hypothesis test 42 z 4.6 CHAPTER SUMMARY 42 vb jm ht CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS 43 k 5.1 CONCLUSIONS 44 gm 5.2 RECOMMENDATIONS 44 l.c 5.3 LIMITATION AND DIRECTION FOR FURTHER STUDIES 46 om REFERENCE n a Lu APPENDICES n va y te re ac th LIST OF FIGURES ng hi ep Figure 1.1: Research procedure w n Figure 2.1: Conceptual framework proposed by Mc Dougall and Levesque 14 lo ad Figure 2.2: The conceptual framework proposed by Naser and Jamal 15 y th ju Figure 2.3 The conceptual framework proposed by Nguyen Dinh Tung 16 yi pl Figure 3.1: The proposed research model 17 al n ua Figure 4.1: The adjusted research model 35 n va ll fu oi m LIST OF TABLES at nh Table 3.1: General result of agreement on selected factors 19 z Table 3.2: General result of agreement on Core dimension factor 20 z ht vb Table 3.3: General result of agreement on Relational dimension factor 20 k jm Table 3.4: General result of agreement on Tangible dimension factor 21 gm Table 3.5: General result of agreement on Price factor 21 om l.c Table 3.6: General result of agreement on Customer expertise factor 22 y te re Table 4.4: Descriptive statistic 29 n Table 4.3: Customer’s employment 27 va Table 4.2: Monthly income of customers 27 n a Lu Table 4.1: Age of customer 26 ac th Table 4.5: Final result of Reliability testing of the whole mod 30 Table 4.6: Final result of Reliability testing of each factor 31 ng hi Table 4.7: The final result of Unidimensionality testing 32 ep Table 4.8: The analysis result of Convergent validity 33 w Table 4.9: The result of factor analysis for Customer satisfaction 34 n lo ad Table 4.10: Correlation matrix 36 y th ju Table 4.11: Model summary 38 yi pl Table 4.12: ANOVA 38 al n ua Table 4.13: COEFFICIENTS 39 n va Table 4.14: ANZ mortgage customer perception 41 ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re ac th LIST OF ABBREVIATIONS ng hi ep ANZ: ANZ Bank Vietnam Ltd w n CLM: Customer Lending Manager lo ad COR: Core dimension y th ju EFA: Exploratory Factor Analysis yi pl EXP: Customer expertise n ua al H: Hypothesis n va HSBC: Hongkong and Shanghai Bank of China ll oi m KMO: Kaiser – Meyer – Olkin fu INT: Price at nh No.: Number z om l.c gm n a Lu VIF: Variance Inflation Factor k TAN: Tangible dimension jm Std Deviation: Standard Deviation ht SPSS: Statistical package of social science vb SAF: Customer satisfaction z REL: Relational dimension n va y te re ac th ng APPENDIX 1: In-depth Interview Form in English and Vietnamese for Banking experts hi ep Qualitative In-depth Interview form (English) w QUESTIONNAIRE n lo ad Dear Sir/Madam, y th My name is ……………………………………… as partner of research team belong to ju University of Economics Ho Chi Minh City I am conducting a research to access some of the yi pl key determinants of mortgage customer satisfaction Would you please answer the below al ua questions as your thoughts and beliefs? It is not the matter of right or wrong answer n We would be very appreciated your own sharing thoughts and beliefs n va Thank you ll fu m oi Your personal details: at nh Full name:……………………………………………………………………… z Phone number: ……………………… Email:……………………………… z jm ht vb Place of interview: ………………………………… Date:………………… k 1/ In your opinion, the below factors of service quality impact customer satisfaction in doing n y te re ac th va n Not impact a Lu The bank provides mortgage lending products as announced The bank provides mortgage lending products within the committed time The bank should show sincere interest in handling customer’s issues The bank’s staff perform the service properly at the first time The bank’s staff has knowledge and skill to explain clearly to customer about mortgage lending products Impact om Factor l.c No gm lending transaction with the bank? ng hi ep w n lo ad Time of the bank transaction is convenient for customer Required documents from the bank and the lending process are not so wordy and complicated, hence customer don’t have to come to the bank many times during the loan process The bank shows its care to each customer Bankers know clearly about customer’s need and ready to consult customer the most suitable product The bank gives additional service (insurance for the mortgaged property, consult about the to-bepurchased property) The bank brings the safe, trust and comfortable feeling to customers Branches of the bank have convenient locations The bank’s equipments are modern and professional Parking place is convenient The bank provides easy understood documents The bank has internet/mobile banking facilities so that customer could easily get information about their loan ju y th yi pl n va ll fu oi m 13 14 n 12 ua 11 al 10 at nh 15 z z vb Other items (if any): ……………………………………………………………… jm ht … k … gm … om l.c In your opinion, lending interest rate and other relevant fee impact customer satisfaction in Not impact n y te re ac th Mortgage lending interest rate of ANZ is lower than which of other banks Fees that customer must pay within mortgage lending process at ANZ (security valuation fee, security management fee, early repayment fee…) are lower than which of other banks Impact va Factor n No a Lu doing lending transaction with the bank ? Lending interest rate and fee are stipulated clearly and reasonably Other items (if any): ……………………………………………………………… ng hi ep … w … n … lo ad ju y th In your opinion, does customer’s expertise impact on their satisfaction in doing lending yi transaction with the bank? Factor pl No Impact Not impact al Knowledge about banking transaction Experience in mortgage lending Information about mortgage lending product n ua n va ll fu oi m Other items (if any): nh at … z … z jm ht vb … k Are there any criteria and items that could influence customer satisfaction in doing lending gm transaction with the bank? om l.c … … a Lu … n y te re … va … n … ac th Thank you for your co-operation ng Qualitative In-depth Interview form (English) hi ep PHI U TH M DÒ Ý KI N CÁC CHUYÊN GIA w n TRONG NGÀNH NGÂN HÀNG lo ad y th Kính th a anh/ch , ju Chúng h c viên c a Ch ng trình Cao h c Chuyên ngành Ngân hàng c a tr ng i h c Kinh t Tp.HCM Hi n ang th c hi n tài nghiên c u v y u t nh h ng n s hài lòng c a khách hàng trình giao d ch vay v n mua nhà t i ngân hàng Chúng mong mu n c anh/ch dành chút th i gian tr l i nh ng câu h i d i ây theo kinh nghi m c a b n thân q trình cơng tác Khơng có câu tr l i úng hay sai cho nh ng câu h i yi pl n ua al n va c tiên, xin anh/ch cho bi t v nh ng thông tin cá nhân c a mình: ll fu Tr m oi H tên :…………………………………………… S i n tho i :……………………… E-mail:……………………………… a i m ph ng v n:…………………………… Ngày:…………………… at nh z z Xin anh/ch cho bi t ý ki n c a nh ng câu h i sau: vb n s hài lòng c a k jm ht 1/ Theo anh ch , nh ng y u t v ch t l ng d ch v sau ây có nh h ng khách hàng q trình giao d ch vay v n mua nhà t i ngân hàng không? n y te re ac th va n a Lu Không nh h ng om Ngân hàng cung c p y s n ph m cho vay mua nhà nh ã công b Ngân hàng th c hi n d ch v cho vay mua nhà úng ti n th i gian ã cam k t v i khách hàng Ngân hàng ln t n tình gi i quy t v n mà khách hàng g p ph i Nhân viên ngân hàng th c hi n nghi p v xác l n u tiên Nhân viên ngân hàng có ki n th c k n ng chun mơn có th gi i thích rõ ràng, c th v s n ph m cho vay mua nhà cho khách hàng Th i gian giao d ch c a ngân hàng linh ho t thu n ti n Có nh h ng l.c Y ut gm STT ng STT hi ep cho khách hàng Các gi y t ngân hàng yêu c u t khách hàng quy trình th c hi n kho n vay không ph c t p, r m rà, ó khách hàng khơng ph i n ngân hàng nhi u l n trình cung c p kho n vay Ngân hàng th hi n s quan tâm n t ng cá nhân khách hàng Nhân viên ngân hàng hi u rõ nhu c u khách hàng s!n sàng t v n, giúp "khách hàng ch n l a d ch v thích h p cho khách hàng nh t Ngân hàng cung c p d ch v b# tr i kèm v i kho n vay (t ng b o hi m cho c n nhà th ch p, t v n v c n nhà s$p mua, …) Khơng khí làm vi c ngân hàng t o c m giác tho i mái, an toàn tin c y cho khách hàng Các chi nhánh ngân hàng t v trí thu n ti n cho vi c giao d ch v i khách hàng Các ph ng ti n v t ch t c a ngân hàng hi n i, chuyên nghi p thân thi n Ngân hàng có ch% u xe thu n ti n cho khách hàng Ch ng t giao d ch ngân hàng rõ ràng, d& hi u i v i khách hàng Ngân hàng có ti n ích nh internet banking/mobile banking khách hàng có th d& dàng tra c u thơng tin v kho n vay Không nh h ng Có nh h ng Y ut w n lo ad ju y th yi pl ll fu oi m at nh 14 n 13 va 12 n 11 ua al 10 z z jm ht vb 15 k Các y u t khác c n b# sung thêm ch t l ng d ch v cho vay c a ngân hàng (n u có): …………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… om l.c gm n a Lu 2/ Theo anh ch , nh ng y u t v lãi su t cho vay lo i phí có liên quan có nh h ng n s hài lịng c a khách hàng trình giao d ch vay v n mua nhà t i ngân hàng không? Không nh h ng y te re ac th Ngân hàng cung c p lãi su t cho vay th p h n h n so v i lãi su t ngân hàng khác Ngân hàng khơng thu phí ho c thu r t lo i phí có liên quan n kho n vay (ví d : phí th m nh tài s n, Có nh h ng n Y ut va STT ng STT hi ep Có nh h ng Y ut phí qu n lý tài s n, phí tốn tr c h n, …) Lãi su t phí áp d ng cho s n ph m vay mua nhà c quy nh rõ ràng h p lý Không nh h ng w n Các y u t khác c n b# sung thêm liên quan n lãi su t cho vay lo i phí có liên quan nh h ng n s hài lòng c a khách hàng trình vay v n t i ngân hàng (n u có): ………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… lo ad ju y th yi 3/ Theo anh ch , m c thành th o hi u bi t c a khách hàng có nh h ng lịng c a khách hàng trình giao d ch vay v n mua nhà t i ngân hàng không? pl n s hài ua al Y ut va Khách hàng hi u bi t v ngành ngân hàng, s n ph m tín d ng ngân hàng Khách hàng có kinh nghi m vi c i vay mua nhà ngân hàng Khách hàng có y thơng tin v d ch v cho vay mua nhà c a ngân hàng Khơng nh h ng n ll fu Có nh h ng n STT oi at nh m z z k jm ht vb Các y u t khác c n b# sung thêm y u t m c thành th o hi u bi t c a khách hàng có nh h ng n s hài lịng c a khách hàng q trình vay v n t i ngân hàng (n u có): …………………………………………………………… …………………………………………………………………………………………………… ……………………………… gm om l.c 4/ Theo anh/ch , cịn nh ng tiêu chí có th nh h ng n s hài lòng c a khách hàng trình giao d ch vay v n mua nhà t i ngân hàng khơng? ó nh ng tiêu chí nào? …………………………………………………………………………………………………… …………………………………………………………………………………………………… …………………………………………………………… n a Lu tr l i góp ý cho b ng câu h i này!!! n ã dành th i gian quý báu va Xin cám n anh/ch y te re ac th ng APPENDIX 2: In-depth Interview Form in English and Vietnamese for customers hi ep Qualitative In-depth Interview form (English) w QUESTIONNAIRE n lo ad Dear Sir/Madam, ju y th My name is ……………………………………… as partner of research team belong to yi University of Economics Ho Chi Minh City I am conducting a research to access some of the pl key determinants of mortgage customer satisfaction Would you please answer the below al ua questions as your thoughts and beliefs? It is not the matter of right or wrong answer n We would be very appreciated your own sharing thoughts and beliefs n va Thank you ll fu oi m I/ Your personal details: nh at Full name:……………………………………………………………………… z Phone number: ……………………… Email:……………………………… z ht vb Age: From 21 to 30 years old From 31 to 40 years old From 41 to 50 years old From 51 to 60 years old More than 60 years old k jm 20 years old or less (Unit: VND million/month) From 45 to less than 55 y More than 55 te re From 35 to less than 45 n From 25 to less than 35 va From 15 to less than 25 n From 10 to less than 15 a Lu < 10 om l.c gm Income: ac th Occupation: State-owned companies Private companies Foreign companies Self-employed ng hi ep II/ Your expertise: Please indicate the degree of your expertise in banking on the following questions by marking (X) If you strongly agree with answer on the right, mark (X) the number If you strongly disagree with answer on the right, mark (X) the number If your feeling is not strong, mark one of the number in the middle EXP1 I know very little about I know a lot about banking banking EXP2 I am inexperienced in lending I am experienced in lending transaction with the bank transaction with the bank EXP3 I am uninformed about I am fully informed about mortgage lending products of mortgage lending products ANZ of ANZ No w n lo ad ju y th yi pl n ua al n va III/ Service quality Agree k om l.c gm n a Lu n va y te re REL2 jm REL1 ht COR5 vb COR4 z COR3 Indifference z COR2 ac th The bank provides mortgage lending products as announced The bank provides mortgage lending products within the committed time The bank should show sincere interest in handling customer’s issues The bank’s staff perform the service properly at the first time The bank’s staff has knowledge and skill to explain clearly to customer about mortgage lending products Time of the bank transaction is convenient for customer Required documents from the bank and the lending process are not so wordy and complicated, hence customer don’t have to come to the bank many times during the loan process Disagree at nh COR1 Strongly Disagree oi m No Strongly Agree ll fu Please indicate the degree of your agreement on the following questions by marking (X) If you strongly agree, mark (X) the number If you strongly disagree, mark (X) the number If your feeling is not strong, mark one of the numbers in the middle Mark only one (X) for each statement Agree Strongly Agree Strongly Agree w Agree Indifference ep Disagree hi The bank shows its care to each customer Bankers know clearly about customer’s need and ready to consult customer the most suitable product The bank gives additional service (insurance for the mortgaged property, consult about the to-bepurchased property) The bank brings the safe, trust and comfortable feeling to customers Branches of the bank have convenient locations The bank’s equipments are modern and professional Parking place is convenient The bank provides easy understood documents The bank has internet/mobile banking facilities so that customer could easily get information about their loan n lo REL3 Strongly Disagree ng No Please indicate the degree of your agreement on the following questions by marking (X) If you strongly agree, mark (X) the number If you strongly disagree, mark (X) the number If your feeling is not strong, mark one of the numbers in the middle Mark only one (X) for each statement ad ju y th REL4 yi pl n n va ll fu oi m at nh TAN3 TAN4 TAN5 ua TAN1 TAN2 al REL5 z z om Disagree Indifference l.c gm Strongly Disagree k n a Lu n va y te re ac th than which of other banks INT2 Fees that customer must pay within mortgage lending process at ANZ (security valuation fee, security management fee, early repayment fee…) are lower than which of other banks INT3 Lending interest rate and fee are stipulated clearly and reasonably jm INT1 Mortgage lending interest rate of ANZ is lower ht No Please indicate the degree of your agreement on the following questions by marking (X) If you strongly agree, mark (X) the number If you strongly disagree, mark (X) the number If your feeling is not strong, mark one of the numbers in the middle Mark only one (X) for each statement vb IV/ Price V/ Your satisfaction with mortgage lending service of ANZ ng Mortgage lending service of ANZ meet your expectations and you are satisfied with hi ep mortgage lending service of ANZ: Strongly disagree w n Disagree lo ad Indifference y th Agree ju Strongly agree yi pl In your opinion, mortgage lending service of ANZ is better than which of other banks al n at nh Strongly agree oi Agree m Indifference ll fu Disagree va Strongly disagree n ua where you or your friends or your relatives have transaction: z z After using mortgage lending service of ANZ, will you recommend it to your friends or om l.c gm Agree k Indifference jm Disagree ht Strongly disagree vb relatives once they have need? y ac th Agree te re Indifference n Disagree va Strongly disagree n Will you re-use mortgage lending service of ANZ once you have need? a Lu Strongly agree Strongly agree ng hi Thank you for your co-operation ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re ac th Qualitative In-depth Interview form (English) ng hi ep PHI U TH M DÒ Ý KI N KHÁCH HÀNG w Kính th a quý khách hàng, n lo ad Chúng trân tr ng cám n quý khách ã s' d ng d ch v cho vay mua nhà c a Ngân hàng ANZ Vietnam (ANZ) th i gian qua giúp nâng cao ch t l ng ph c v , xin quý khách hàng dành chút th i gian tr l i câu h i phi u th m dò Khơng có câu tr l i úng hay sai cho nh ng câu h i d i ây, mong i nh ng câu tr l i chân thành nghiêm túc t quý khách ju y th yi pl al n ua I/ Nh ng thông tin chung v cá nhân quý khách: n va Tên: ………………………………………………………………………… S i n tho i: …………………… Email: ………………………………… tu#i: ll fu n 30 tu#i T 41 n 50 tu#i H n 60 tu#i z n 60 tu#i T 21 at T 51 nh n 40 tu#i oi T 31 m 20 tu#i ho c h n z ng/tháng) jm T 10 n nh h n 15 k < 10 n v tính: tri u ht ( vb Thu nh p: gm n nh h n 25 T 25 n nh h n 35 T 35 n nh h n 45 T 45 n nh h n 55 om l.c T 15 Nhi u h n 55 Công ty riêng/T kinh doanh y thành th o vi c s d ng d ch v vay v n ngân hàng c a quý khách: te re II/ M c c ngồi Cơng ty t nhân n Công ty n c va Công ty nhà n n a Lu N i công tác: ac th ng hi N u quý khách hoàn toàn ng ý v i c t bên ph i, khoanh tròn vào s N u quý khách hoàn toàn ng ý v i c t bên trái, khoanh tròn vào s N u quý khách không ch c ch n khoanh trịn vào s gi a (Ch khoanh vào m t s m t câu) EXP1 Tơi bi t r t v ngân hàng Tôi bi t nhi u v ngân hàng EXP2 Tơi khơng có kinh nghi m Tơi r t có kinh nghi m vi c vay v n mua nhà t vi c vay v n mua nhà ngân hàng t ngân hàng EXP3 Tơi khơng h có thơng tin Tôi r t hi u bi t v s n v s n ph m cho vay mua nhà ph m cho vay mua nhà t i t i Ngân hàng ANZ Ngân hàng ANZ ep w n lo ad ju y th yi ng d ch v cho vay mua nhà t i ngân hàng ANZ: pl III/ Ch t l ng ng ý ng k jm ht om l.c gm n a Lu n va y te re ac th REL4 vb REL3 z REL2 z REL1 at COR5 Ngân hàng cung c p y s n ph m cho vay mua nhà nh ã công b Ngân hàng th c hi n d ch v cho vay mua nhà úng ti n th i gian ã cam k t v i khách hàng Ngân hàng ln t n tình gi i quy t v n mà khách hàng g p ph i Nhân viên ngân hàng th c hi n nghi p v xác l n u tiên Nhân viên ngân hàng có ki n th c k n ng chun mơn có th gi i thích rõ ràng, c th v s n ph m cho vay mua nhà cho khách hàng Th i gian giao d ch c a ngân hàng linh ho t thu n ti n cho khách hàng Các gi y t ngân hàng yêu c u t khách hàng quy trình th c hi n kho n vay không ph c t p, r m rà, ó khách hàng khơng ph i n ngân hàng nhi u l n trình cung c p kho n vay Ngân hàng th hi n s quan tâm n t ng cá nhân khách hàng Nhân viên ngân hàng hi u rõ nhu c u khách hàng s!n sàng t v n, giúp "khách hàng ch n l a d ch v thích h p cho khách hàng nh t Ngân hàng cung c p d ch v b# tr i kèm v i kho n vay (t ng b o hi m cho c n nhà th ch p, t nh COR4 oi m COR3 Hồn tồn ý ll fu COR2 Bình th n COR1 ng ý va Các tiêu chí Khơng n Hồn tồn khơng ng ý ua al STT ng Hoàn toàn ý Hoàn toàn ý ng ng ý w ng ý ng ý ep Bình th hi Các tiêu chí Khơng Hồn tồn khơng ng ý ng STT v n v c n nhà s$p mua, …) Không khí làm vi c ngân hàng t o c m giác tho i mái, an toàn tin c y cho khách hàng Các chi nhánh ngân hàng t v trí thu n ti n cho vi c giao d ch v i khách hàng Các ph ng ti n v t ch t c a ngân hàng hi n i, chuyên nghi p thân thi n Ngân hàng có ch% u xe thu n ti n cho khách hàng Ch ng t giao d ch ngân hàng rõ ràng, d& hi u i v i khách hàng Ngân hàng có ti n ích nh internet banking/mobile banking khách hàng có th d& dàng tra c u thông tin v kho n vay n yi pl n ua al n va TAN5 ju TAN3 TAN4 y th TAN2 ad TAN1 lo REL5 ll fu m oi IV/ Lãi su t lo i phí cho vay mua nhà t i ngân hàng ANZ om l.c n a Lu ac Khơng (ng ý th Hồn tồn khơng (ng ý i y Khơng D ch v cho vay mua nhà c a ngân hàng ANZ áp ng c nh ng quý khách mong q khách hồn tồn hài lịng v i d ch v cho vay mua nhà c a ngân hàng ANZ: te re i v i d ch v cho vay mua nhà c a ngân hàng ANZ n va hài lòng c a quý khách gm V/ M c k INT1 Lãi su t cho vay mua nhà c a ngân hàng ANZ th p h n so v i ngân hàng khác INT2 Các lo i phí khách hàng ph i óng q trình vay mua nhà t i ngân hàng ANZ (phí nh giá tài s n, phí phí qu n lý tài s n, phí tốn tr c h n, …) th p h n so v i ngân hàng khác INT3 Lãi su t phí áp d ng cho s n ph m vay mua nhà t i ngân hàng ANZ c quy nh rõ ràng h p lý jm ht vb Bình th z Các tiêu chí ng ng ng ý z Hồn tồn khơng ng ý at nh STT Bình th ng ng hi (ng ý ep Hoàn toàn (ng ý w Theo nh n xét c a quý khách, d ch v cho vay mua nhà c a ngân hàng ANZ t t h n so v i nh ng ngân hàng khác mà quý khách ã t ng giao d ch ho c nghe b n bè ng i thân k l i: n lo ad Hồn tồn khơng (ng ý y th Khơng (ng ý yi pl (ng ý ng ju Bình th n ua al Hoàn toàn (ng ý Sau s' d ng d ch v vay mua nhà t i ngân hàng ANZ, n u ng i thân b n bè có nhu c u, quý khách s) gi i thi u v d ch v cho vay mua nhà c a ngân hàng ANZ: ll oi m ng fu Bình th n Khơng (ng ý va Hồn tồn khơng (ng ý nh (ng ý at z Hồn tồn (ng ý N u có nhu c u vay mua nhà, quý khách s) s' d ng l i d ch v cho vay mua nhà c a ngân hàng ANZ: z om Hoàn toàn (ng ý l.c (ng ý gm ng k Bình th jm Khơng (ng ý ht vb Hồn tồn khơng (ng ý n a Lu n va Xin chân thành cám n s h p tác c a quý khách y te re ac th