(Luận Văn) Determinants Of Customer Satisfaction On Mortgate Service, A Case Study Of Anz Bank Vietnam Limited

h ng MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY p ie n w lo ad yi ju y th pl PHUNG NGUYEN THUC KHUE n ua al n va DETERMINANTS OF CUSTOMER SATISFACTION fu oi m ll ON MORTGAGE SERVICE: tz a nh A CASE STUDY OF ANZ BANK VIETNAM LIMITED z ht vb k jm om l.c gm an Lu MASTER THESIS n va y te re ac th Ho Chi Minh City- 2010 h ng MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY p ie n w lo ad ju y th yi Phung Nguyen Thuc Khue pl ua al n DETERMINANTS OF CUSTOMER SATISFACTION n va oi m ll fu ON MORTGAGE SERVICE: tz a nh A CASE STUDY OF ANZ BANK VIETNAM LIMITED z ht vb MASTER THESIS k jm om an Lu Supervisor Assoc Prof Dr Nguy n Minh Ki u l.c gm In Finance- Banking Ology Code: 60.31.12 n va y te re ac th Ho Chi Minh City- 2010 ACKNOWLEDGEMENT h ng p ie 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 n 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 lo ad y th yi 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 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 oi m ll fu Ho Chi Minh City, December 2010 tz a nh z Phung Nguyen Thuc Khue ht vb k jm om l.c gm an Lu n va y te re ac th ABSTRACT h ng p ie 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 n w banks to increase their competitive capacity This research, therefore, focused on measuring customer 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 ua al research findings provided meaningful recommendations and managerial implications for ANZ Bank Vietnam Limited’s management board n va n Sample of 150 respondents was selected, it was executed mostly in email and telephone interview fu oi m ll Collected data was analyzed by using SPSS 16.0 Main analyses were exploratory factor analysis, correlation, reliability with Cronbach’s Alpha, multiple linear regression a nh tz 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 ht vb respectively k jm 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 an Lu n va y te re ac th TABLE OF CONTENTS h ng p ie ACKNOWLEDGEMENTS ABSTRACT n w TABLE OF CONTENTS lo LIST OF FIGURES ad y th LIST OF TABLES yi ju LIST OF ABBREVIATIONS 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 oi m ll fu a nh 1.6 THE STRUCTURE OF THE STUDY tz CHAPTER 2: LITERATURE REVIEW z 2.1 OVERALL ON CUSTOMER SATISFACTION ht vb 2.2 OVERALL ON CUSTOMER SATISFACTION IN k jm MORTGAGE LENDING 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 te CHAPTER 3: RESEARCH METHODOLOGY 16 re 2.5 CHAPTER SUMMARY 15 n OF CUSTOMER SATISFACTION IN MORTGAGE LENDING 13 va 2.4 RESEARCH MODELS AND RESEARCH HYPOTHESES an Lu 2.3.2 Service price 12 (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited 3.1.1 General result of the survey 19 h ng 3.1.2 Result on Core Dimension determinant 19 p ie 3.1.3 Result on Relational Dimension determinant 20 3.1.4 Result on Tangible determinant 21 n w 3.1.5 Result on Competitive price determinant 21 lo ad 3.1.6 Result on Customer Expertise determinant 22 y th 3.2 QUANTITATIVE RESEARCH STAGE 22 yi ju 3.2.1 Target population and sampling method 22 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 oi m ll fu 3.2.4.2 Reliability testing 24 3.2.4.3 Assessment of Unidimensionality, Convergent a nh validity and Discriminant validity 25 tz 3.2.4.4 Multiple regression analysis 25 z 3.3 CHAPTER SUMMARY 25 ht vb CHAPTER 4: DATA ANALYSIS AND FINDINGS 26 k jm 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 te 4.2.6 The adjusted research model 35 re 4.2.5 Factor analysis of dependant factor 34 n validity 33 va 4.2.4 Assessment of convergent validity and of discriminate an Lu 4.2.3 Evaluation the measurement scale by using exploratory om 4.2.2 Reliability assessment 30 (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited 4.4 MULTIPLE REGRESSIONS 37 h ng 4.4.1 Multiple regression formula 38 p ie 4.4.2 Multiple regression result 38 4.5 DISCUSSION 40 n w 4.5.1 Application of theoretical conceptual framework 40 lo ad 4.5.1.1 The relationship between service quality and y th customer satisfaction 40 yi ju 4.5.1.2 The relationship between price and customer satisfaction 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 oi m ll fu 4.5.2.1 Service quality 41 4.5.2.2 Price 41 a nh 4.5.2.3 Customer satisfaction 42 tz 4.5.3 Outcomes of hypothesis test 42 z 4.6 CHAPTER SUMMARY 42 ht vb CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS 43 k jm 5.1 CONCLUSIONS 44 gm 5.2 RECOMMENDATIONS 44 l.c 5.3 LIMITATION AND DIRECTION FOR FURTHER STUDIES 46 om REFERENCE an Lu APPENDICES n va y te re ac th (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited Foreign companies Self-employed h ng p ie 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 n w lo ad yi ju y th pl n ua al n va III/ Service quality Strongly Agree Agree Indifference om an Lu n va y te re REL2 l.c REL1 gm COR5 k jm COR4 ht vb COR3 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 tz a nh COR1 Strongly Disagree oi m ll fu 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 (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited Agree Strongly Agree Disagree p ie n w 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 lo REL3 Strongly Disagree h 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 Indifference (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited ad yi ju y th REL4 pl n va oi m ll fu tz a nh TAN3 TAN4 TAN5 n TAN1 TAN2 ua al REL5 Indifference Disagree Strongly Disagree Agree om l.c an Lu n va y te re ac th 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 gm than which of other banks INT2 Fees that customer must pay within mortgage k jm INT1 Mortgage lending interest rate of ANZ is lower ht vb 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 Strongly Agree z IV/ Price (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited V/ Your satisfaction with mortgage lending service of ANZ h ng Mortgage lending service of ANZ meet your expectations and you are satisfied with p ie mortgage lending service of ANZ: Strongly disagree n w Disagree lo ad Indifference y th Agree yi ju Strongly agree pl In your opinion, mortgage lending service of ANZ is better than which of other banks ua al where you or your friends or your relatives have transaction: n va Indifference tz Strongly agree a nh Agree oi m ll fu Disagree n Strongly disagree z After using mortgage lending service of ANZ, will you recommend it to your friends or om Agree l.c Indifference gm Disagree k jm Strongly disagree ht vb relatives once they have need? y te ac th Agree re Indifference n Disagree va Strongly disagree an Will you re-use mortgage lending service of ANZ once you have need? Lu Strongly agree (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited Strongly agree h ng p ie Thank you for your co-operation n w lo ad yi ju y th pl n ua al n va oi m ll fu tz a nh z ht vb k jm om l.c gm an Lu n va y te re ac th (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited Qualitative In-depth Interview form (English) h ng p ie PHI U TH M DÒ Ý KI N KHÁCH HÀNG n w Kính th a q khách hàng, lo ad Chúng tơi 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 dị 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 yi ju y th pl ua al I/ Nh ng thông tin chung v cá nhân quý khách: n n va Tên: ………………………………………………………………………… S i n tho i: …………………… Email: ………………………………… tu#i: T 51 n 60 tu#i T 21 n 30 tu#i T 41 n 50 tu#i tz n 40 tu#i a nh T 31 oi m ll fu 20 tu#i ho c h n H n 60 tu#i z ( n v tính: tri u ng/tháng) k jm < 10 ht vb Thu nh p: T 10 n nh h n 15 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 te thành th o vi c s d ng d ch v vay v n ngân hàng c a quý khách: re II/ M c c ngồi Cơng ty t nhân n Cơng ty n c va Công ty nhà n an Lu N i công tác: ac th (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited h ng N u quý khách hoàn toàn ng ý v i c t bên ph i, khoanh trịn vào s N u q khách hồn toàn ng ý v i c t bên trái, khoanh trịn vào s N u q khách khơng 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 thông 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 p ie n w lo ad yi ju y th ng d ch v cho vay mua nhà t i ngân hàng ANZ: ng Hoàn toàn ý ng om l.c an Lu n va y te re ac th REL4 gm REL3 k jm REL2 ht vb REL1 z COR5 tz COR4 a nh COR3 oi m ll fu COR2 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 khơng q ph c t p, r m rà, ó khách hàng không 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 ng ý n COR1 Bình th va Các tiêu chí Khơng n Hồn tồn khơng ng ý ua al STT ng ý pl III/ Ch t l (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited ng ng ý Hoàn toàn ý Hoàn toàn ý ng ng ý n w ng ý Bình th p ie Các tiêu chí Khơng h ng STT Hồn tồn không ng ý (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited yi pl n ua al n va TAN5 ju TAN3 TAN4 y th TAN2 ad TAN1 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 lo REL5 oi m ll fu ng ng om l.c an Lu ac Không (ng ý i th Hồn tồn khơng (ng ý y te D ch v cho vay mua nhà c a ngân hàng ANZ áp ng c nh ng q khách mong q khách hồn tồn hài lịng v i d ch v cho vay mua nhà c a ngân hàng ANZ: 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 jm 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 Khơng ht vb Các tiêu chí Bình th z STT ng ý tz a nh Hoàn toàn không ng ý IV/ Lãi su t lo i phí cho vay mua nhà t i ngân hàng ANZ (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited (Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service A.Case.Study.Of.Anz.Bank.Vietnam.Limited(Luận.Văn).Determinants.Of.Customer.Satisfaction.On.Mortgate.Service 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