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UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business DO TUONG VI COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH ID: 22130098 MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: Dr NGUYEN PHONG NGUYEN Ho Chi Minh City – Year 2016 123doc COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH ACKNOWLEDGEMENTS It is my proud privilege to release the feeling of my gratitude to person who helped me directly or indirectly to conduct this research project work I express my heart full indebted and owe a deep sense of gratitude to Dr Nguyen Phong Nguyen for his sincere guidance and inspiration in completing this project I am extremely thankful to the director, the staffs and all faculties’ members of BIDV Bac Lieu branch for their coordination and cooperation and for their kind guidance and encouragement They have more or less contributed to the preparation of this project report but I will be always indebted to them The project has indeed helped me to explore more knowledgeable, related to my job and I am sure it will help me in my future’s career 123doc COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH Contents LIST OF TABLES LIST OF FIGURES EXCUTIVE SUMMARY CHAPTER 1: INTRODUCTION 1.1 Overview the BIDV Bac Lieu branch 1.2 Provide the background of the problem 11 1.3 Card operation BIDV Bac Lieu branch and competitors 11 1.4 Business situation of BIDV Bac Lieu branch and competitors 14 CHAPTER 2: PROBLEM IDENTIFICATION 16 2.1 Problem Identification 16 2.2 Impact of stress to job performance 20 2.3 Possible causes lead to stress among staffs in the card department 23 2.4 Workplace environment 25 2.5 Role conflict, role ambiguity and managers not motivate their employees 27 2.6 Work overtime and overload 29 CHAPTER 3: 3.1 SOLUTION AND ACTION PLAN 32 Solution 32 3.1.1 The alternative 33 3.1.2 The alternative 36 3.2 Action plan 37 3.3 Research methodology 39 3.4 Guideline 40 CHAPTER 4: SUPPORTING INFORMATION 43 4.1 Literature review 43 4.2 Transcript 44 4.2.1 In-depth interview managers and bank staffs 44 4.2.2 In-depth interview old staffs 57 4.2.3 In-depth interview customers 62 4.2.4 Qualitative Research Report 67 123doc COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH LIST OF REFERENCES 72 APPENDIX 73 123doc COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH LIST OF TABLES Table 1.ATM network of BIDV Bac Lieu branch 24 Table The report about employees of BIDV Bac Lieu branch 31 Table 3.Expected cost of training bank staffs in two days in HCM city 32 Table 4.Expected cost of training bank staffs in two days in Bac Lieu Province 33 Table 5.Expected cost of two staffs policies 34 Table The basic information of manager, bank staffs and current customers of BIDV Bac Lieu branch 39 123doc COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH LIST OF FIGURES Figure 1.The organizational structure of BIDV Bac Lieu branch Figure 2.Capital of BIDV and competitors in 2015 10 Figure 3.Card’s market share of BIDV and competitors in 2015 11 Figure 4.Customer preferred rate of BIDV and competitors in 2015 13 Figure 5.The cause-and-effect map 22 123doc C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH EXCUTIVE SUMMARY In today's competitive environment, employees are the bank's most valuable asset Therefore, how to give employees the best satisfaction, reduce stress and respond promptly to their needs is always the task that banks try to with all abilities The literature widely confirm that enhancing employee’s satisfaction and reducing workplace stress can enhance employees job performance In this study, reduce stress is a central problem to be solve for improving the job performance and enhancing employees productivity in the card department in BIDV Bac Lieu branch This study based on desire to learn, explore and determine the actual level of stress of staffs in the card department Based on interview managers, tellers and customers, this study explored possible causes of stress, through symptoms were justified in the six month period of research In addition, this study also explored and validated the actual causes of stress in order to provide appraise solutions to this problem The study revealed that workplace environment, role conflict, role ambiguity and work over load are the main causes of stress among staffs in the card department in the branch, which in turns, lead to negative consequences (e.g poor job performance, burnout, rate of turnover and job satisfaction) The author based on data collected in the works and literature, including primary and secondary to justify the symptoms, the central problem and its consequences and causes 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH The author also suggested a set of solutions to solve this problem The first solution is that a training plan for staffs and leaders who works in the card department The second solution is that the bank should change its staff’s policy The author hopes this study can boost the bank’s staff’s performance via reducing stress 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH CHAPTER 1: INTRODUCTION 1.1 Overview the BIDV Bac Lieu branch Joint Stock Commercial bank for investment and development of Vietnam (BIDV) is one of four commercial state bank of Vietnam As a long-established bank, BIDV has funded many investment projects and key economic areas of the country BIDV has also built the largest enterprise customers, while confirming the implementation of prestigious items, objectives, economic programs and social security of the country BIDV operations in many different fields: bank, insurance, stock, financial investments The main objective of BIDV is gained profit based on the provision financial products and services BIDV has experienced with a leading in bank of finance services, brokerage, loan syndication and advisory, modern, convenient banking products BIDV aims to provide premium, international standard financial products and services tomeet its clients' diverse needs BIDV has been awarded with the honorable titles “Best retail bank of Vietnam in 2016” and bank with “Best Mortgage and Home Loan Product in Vietnam in 2016”.The awards were presented by the Asian Banker Reviews, an independent consultant unit which reviews and evaluates performance of retail banks in the region, Asia-Pacific, the Middle East, and Africa Joint Stock Commercial bank for investment and development of Vietnam –Bac Lieu branch has abbreviation: BIDV Bac Lieu and its headquartered located at 169A, 238 Street, Ward 8, Bac Lieu City It has seven offices:three offices in Bac Lieu city and four offices in Gia Rai, Phuoc Long, Hoa Binh town.In 1997, BIDV Bac Lieu branch officially was inaugurated and operated 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH Appearing at Bac Lieu almost twenty years, BIDV have efforts to improve the quality of products and services It also has big impact to Bac Lieu’s economic growth In order to provide the best service for customers, BIDV Bac Lieu has focused on four specific action programs, which are credit effectiveness, increase retail baking, promoting service quality and cost control Figure 3.The organizational structure of BIDV Bac Lieu branch General Director Vice director Customer service department Accounting department Vice director Managemen t and service Technical & IT support department Transaction offices & business points system Administrative & Human Resource Department General planning department Vice director Business credit department Hoa Binh Management &support credit department Ho Phong Tran Huynh Gia Rai Tran Phu Phuoc Long Hoang Retail Van credit Thu department (Source: Administrative & human resource department of BIDV Bac Lieu Branch) 10 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH APPENDIX 3: BIDV Head office Organizational Structure 81 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH APPENDIX 4: REPORT COMPLAINT OF CUSTOMER 2014 AND 2015 TỔNG HỢP LỖI THÁI ĐỘ, LỖI TÁC NGHIỆP, QUÁ HẠN PCT 2014 - Danh sách chi nhánh xếp theo thứ tự abc Stt 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 Đơn vị liên quan An Giang Ba Đình Bà Rịa Ba tháng Hai Bạc Liêu Bảo Lộc Bắc An Giang Bắc Đắc Lắc Bắc Giang Bắc Hà nội Bắc Hải Dương Bắc Hưng yên Bắc Kạn Bắc ninh Bắc Quảng Bình Bắc Sài Gịn Bến Nghé Bến Thành Bến Tre Bỉm Sơn Bình dương Bình định Bình Phước Bình thuận Cà Mau Cao Bằng Cần Thơ Cầu giấy Chợ Lớn Chương Dương Đà nẵng Đắc Lắc Đắc nông Điện Biên Đống Đa Đông Đắc Lắc Đông Đô Đông Đồng nai Đông Hà Nội Số lần lỗi thái độ 1 1 2 1 Số lỗi tác nghiệp Số lần hạn 24 10 10 11 13 19 37 52 22 14 14 21 66 24 5 0 2 11 1 15 3 2 3 13 82 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 Đơng Hải Phịng Đồng nai Đơng Sài Gịn Đồng Tháp Gia Định Gia Lai Hà Giang Hà nam Hà Nội Hà tây Hà tĩnh Hà Thành Hai Bà Trưng Hải Dương Hải phòng Hải Vân Hậu Giang Hòa Bình Hồn Kiếm Hồng Hà Hưng n Kiên Giang Kon Tum Khánh Hòa Lai Châu Lạng Sơn Lào Cai Lâm Đồng Long An Móng Cái Mỹ Phước Nam Bình Dương Nam định Nam Đồng Nai Nam Gia Lai Nam Hà nội Nam Kỳ Khởi Nghĩa Nam Sài Gòn Nam Thái Nguyên Ninh bình Ninh thuận Nghệ an Phủ Diễn Phú Mỹ Phú Nhuận 1 1 1 1 1 22 43 22 7 13 29 45 32 16 12 54 11 10 11 13 3 18 10 24 11 25 16 17 16 10 83 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 11 8 18 22 25 7 2 15 4 10 6 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 Phủ Quỳ Phú Tài Phú Thọ Phú yên Phúc Yên Quảng bình Quảng nam Quảng ninh Quảng ngãi Quảng trị Quang Trung Sài gịn Sóc Trăng Sở giao dịch Sở giao dịch Sở giao dịch Sơn La Sơn Tây Tam Điệp Tân Bình Tây Hà Nội Tây Hồ Tây Nam Tây Nam Quảng Ninh Tây ninh Tây Sài Gịn Tiền Giang Tun Quang Từ Sơn Thái bình Thái Ngun Thành Đơ Thanh Hóa Thành phố Hồ Chí Minh Thanh Xuân Thăng Long Thừa Thiên Huế Trà Vinh Tràng An Vĩnh Long Vĩnh phúc Vũng tàu Yên Bái Tổng cộng 3 1 1 2 80 6 32 45 36 12 38 11 14 17 75 13 15 19 12 12 17 27 12 26 49 75 10 15 14 11 33 3 43 2 20 1 6 10 38 0 0 1734 676 84 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH TỔNG HỢP PHẢN ÁNH LỖI THÁI ĐỘ, LỖI TÁC NGHIỆP NĂM 2015 ST T 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 Đơn vị liên quan Cầu Giấy Thăng Long Thanh Xuân Hoàn Kiếm Quang Trung Tây Hà Nội Đơng Sài Gịn Hà Thành Quảng Ninh Sở giao dịch II Đống Đa Hà Tây Bình Dương Gia Định Thành Đơ Thanh Hố Bắc Sài Gịn Đông Đô Thái Nguyên Nam Hà Nội Thạch Thất Tràng An Đông Hà Nội Hải Dương Bà Rịa- Vũng Tàu Hai Bà Trưng Nam Kỳ KN Nghệ An Sơn Tây Chợ Lớn Hồng Hà Sài Gòn TP.HCM Đồng Nai Ninh Bình Phú Mỹ Hà Nội Tân Bình Thái Bình Lỗi tác nghiệp Thái độ 71 63 58 57 56 53 50 41 39 39 37 37 36 36 35 34 33 32 31 30 30 30 29 26 25 25 25 25 25 23 23 23 23 22 22 22 21 21 21 1 85 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 1 2 3 1 1 1 1 1 1 Số lần hạn 5 0 2 11 1 15 3 2 3 13 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 Ba Đình Quảng Bình Nam Bình Dương Chương Dương Hà Đơng Hải Vân Lai Châu Sơn La Tây Hồ Đak Nông Sở giao dịch I Tây Sài Gòn Trung Tâm Thẻ Bắc Hà Nội Bắc Hưng n Hồ Bình Nam Sài Gịn Vĩnh Phúc Bà Chiểu Bắc Ninh Đà Nẵng Lào Cai Quảng Nam Từ Liêm Ba Tháng Hai Khánh Hoà Nam Định Điện Biên Tây Nam QN Ban PTNHBL Bến Nghé Hà Nam Phú Thọ Quảng Trị Thừa Thiên Huế Phủ Diễn Phú Nhuận Phủ Quỳ Phúc Yên Vĩnh Long Bắc Quảng Bình Nam Thái Nguyên Bình Định Đaklak Gia Lai 20 20 19 18 18 18 18 18 18 17 17 17 17 16 16 16 16 16 15 15 15 15 15 15 14 14 14 13 13 12 12 12 12 12 12 11 11 11 11 11 10 10 9 86 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 1 1 1 1 1 1 11 8 18 22 25 7 2 15 4 10 6 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 Hải Phòng Nam Đồng Nai Phú Mỹ Hưng Đông Đồng nai Kontum Lâm Đồng Nam Gia Lai Phú Tài Quảng Ngãi Yên Bái Cần Thơ Kiên Giang Mỹ Phước Phú Quốc Từ Sơn Tuyên Quang Bắc Đaklak Bắc Giang Bến Thành Đông Đaklak Hà Giang Hưng Yên Phú Yên Sở giao dịch III Trường Sơn Biên Hòa Cà Mau Hà Tĩnh Hàm Nghi Hậu Giang Kỳ Hòa Lạch Tray Long An Quang Minh Bắc Kạn Bảo Lộc Bến Tre Bình Chánh Bình Phước Ninh Thuận Bỉm Sơn Cao Bằng Đại La Đông Hải Phòng Duyên Hải 9 8 8 8 7 7 7 6 6 6 6 5 5 5 5 4 4 4 3 3 87 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 1 1 1 33 3 43 2 20 1 6 10 38 0 0 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 168 169 170 171 172 173 Hạ Long Hội An Hùng Vương Lam Sơn Lạng Sơn Móng Cái Mỹ Tho Tây Ninh Thành Đông Tiền Giang An Giang Bà Rịa Bắc Hải Dương Ban Mê Bình Thuận Kinh Bắc Sơng Bé Sơng Hàn Tam Điệp Tây Sơn Bắc Hà Bạc Liêu BBL - IBMB DN Bến Nghé, 1.Trung Tâm Thẻ Châu Đốc Cửu Long Đà Lạt Đất Mũi Đồng Đăng Đồng Tháp Dương Đơng Hóc Mơn Rạch Giá Sa Đéc Sóc Trăng Sông Hậu Tây Đô Thành Vinh Thủ Dầu Một Trà Vinh Vũng Tàu Ba Tháng Hai Cao Lãnh Tổng cộng 3 3 3 3 3 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 0 2310 88 123doc Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 20 1 6 10 11 16 17 10 38 0 0 20 1 1 69 954 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH APPENDIX 5: SURVEY DONG A BL BANK Sex Frequency Valid Male Valid Percent Cumulative Percent 46 31.9 31.9 31.9 98 68.1 68.1 100.0 144 100.0 100.0 Female Total Percent Time use Card card Frequency Valid
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