Group work module management customer relationship project analyzing credit card service of techcombank

9 21K620101 - Bui Lé customers’ 23/11/2023 — number of We created a questionnaire and distributed it to 100 clients via Google Forms The survey results show that: Age 18.80% This pie

THUONG MAI UNIVERSITY

GROUP WORK Module: Management customer relationship Class: CN18-TNA

Teacher instructions: Mrs Dang Thi Minh Nguyét

Group: 4

Project: Analyzing credit card service of Techcombank

Hanoi, 2023

WORK DIVISION TABLE

Create a

1 ? náo Nese yen questionnaire 9/11/2023 — through

Tool:Googleform Create a

Tool:Googleform

HH (Face - Collect

Oanh ¬ ? 20/11/2023 customers'

questionnaire

questionnaire

Points of sales

Questionnaires Points of sales

Questionnaires Points of sales

Questionnaires

9 21K620101 - Bui Lé customers’ 23/11/2023 — number of

We created a questionnaire and distributed it to 100 clients via Google Forms The survey results show that:

Age

18.80%

This pie chart shows the proportion of people from young to old using Techcombank credit cards Overall, the percentage of people aged 18-25 years old who trust techcombank's credit cards is the highest with 34,70%, followed by is people aged 25-30 with 30% Lower are users from 30-35 and over 35 years old with 18.80% va 19.80%

Regarding this ratio, it can be seen that it is quite reasonable that most young people will tend to use credit cards more because they can use credit cards for shopping,

not to mention e-commerce platforms like Shopee, and Lazada also have many programs such as when paying by credit card, you will receive a refund of up to 5%, and you will travel vouchers In addition, they also use the money to invest in other investment portfolios like stocks to increase profits etc older people do not have much need to shop or invest, so they will aim for simpler and safer things like a savings account

Gender

41.60%

58.40%

= Male = Female

The survey results show that the majority of customers surveyed are male (58.4%) and female is 41.6% The truth then, we can see that in Vietnam, the breadwinners

in the family can be men, they can play a role in dealing with big problems, as we have shown that the proportion of men is 16.8% better than women

Living

9.90%

30.70% 59.40%

This pie chart shows the proportion of people living in provinces and cities in Vietnam using Techcombank credit cards We can see that Hanoi and Ho Chi Minh City is the city that have the most people using Techcombank with 59.40% and 30.70% And people in other province/city is very low with 9.90%

Looking at this chart, it is easy to understand because Hanoi and Ho Chi Minh City are the two largest cities in Vietnam with a population density of about 20 million people living and working And because these are two big cities, Techcombank will concentrate its branches in these two cities These two cities are also the focus of large companies and jobs, so people here will use credit cards more In other cities and provinces, people tend to use cash more, and many rural areas do not have banks

v v

Bd Perceind| Occupation

Office staff 34,70%

Business men 20,80% sone

Student 22,80%

Doctor 7,90% „

Teacher 1% 30,00%

Farmer 1% 2520%

Seafood Aquaculture 1% 0,80%

Self-employed 1% m

Teacher 1% 15,00:

Construction engineers 1% ve

Tour guide 1%

Fireman 1% I: % 1% 1% 1% 1 1% 1% 1 1% 1%

Palice 1% 000% mm mm mm mm m

Chef 1% FEF KEES S

IT programmer 1%

Flight attendant 1%

Real estate business 1%

Engineer 1%,

This chart provides information about the percentage of occupations in a sample of the population or group surveyed Below is the detailed analysis:

- Office staff: is the occupation with the highest percentage at 34.70%, showing that

a large proportion of people do office work

- Businessmen: account for 20.80%, this may include businessmen and people working in the commercial sector

- Students: account for 22.80%, reflecting a significant proportion of those studying

at educational institutions

- Doctors: account for 7.90%, which is a significant percentage for the community

as it reflects the number

- The remaining occupations all account for 1%, including Teachers, Farmers, Seafood Aquaculture, Self-employed, Construction engineers construction), The tour guide, Fireman, Police, Chef, IT programmer, Flight attendant, Real estate business, and Engineer

We also realize that office workers are people with moderate to decent incomes, so they are very interested in services such as shopping, investing as well as they also have other needs to serve their lives, it is normal to spend too much and have to use credit cards

Income Perceihd corte

Under 5 million 5%

5-10 million VND 29,70% Above 30millionVNO I 9.50%

10-20 million VND 31,70%

20-30 million VND 23,80% 20:20 ion 0 a 73.20%

Above 30 million VND 9,90%, 10-20 milion VND i 5, 75,

2010 lo 9 |e ey 2.70%

Under Smilliion — 5%

The chart depicts the income distribution of a group of people, with incomes measured in millions of VND (Vietnam Dong) Here is a detailed analysis of the chart:

- Under 5 million VND: Accounts for 5% of the group, this can be low-income workers or students, people just starting to work

- 5-10 million VND: Makes up 29.70% of the group, this is a large segment and may include mid-level workers

- 10-20 million VND: This is the largest segment with 31.70%, showing that this is

a popular income level in the group

- 20-30 million VND: Accounts for 23.80%, this income level may reflect people with highly professional or technical occupations or business

- Over 30 million VND: This is the segment with the highest income, accounting for 9.90%, which may include people holding senior management positions or business

Overall, the chart shows an income distribution with the majority of people earning between 5-30 million VND People with incomes under 5 million VND and over 30 million VND account for a lower percentage, which may reflect income differences

in society In addition, we see that the income from VND 10-20 million accounts for quite high, proving that customers have a fairly high income and at the same time they must be business investors or have other sources of income These people will often use credit cards to achieve their investment goals as well as increase their own money

Non- performing loans

25.70%

64.40%

=No_ = Yes, but paid off Yes, but not yet paid in full

This pie chart shows the proportion of people who don’t have non-performing loans and who have non-performing loans The percentage of people who don’t have non- performing loans is very high at 64.40% and the percentage of people who have non-performing loans is 35.6% with 25.70% having but paid off and 9.90% having but not yet paid in full

A non-performing loan is a loan that is in default because the borrower has not made the scheduled payments for a specified period Although the exact elements of nonperforming status can vary depending on the specific loan's terms, "no payment"

is usually defined as zero payments of either principal or interest The specified period also varies, depending on the industry and the type of loan Generally, however, the period is 90 days or 180 days

Look at this pie chart, Most bank borrowers repay their debts on time, while the rest may have non-performance loans but have paid them off and a few still cannot repay all their debts For customers who cannot pay off bad debts, there can be many reasons such as failed investments, poor financial management, and weak solvency

To solve the bank's bad debt problem, Ms Thu Lan, Senior Director of Risk Management at Techcombank Joint Stock Commercial Bank, said that for customers whose income is affected due to objective factors, the bank will provide maximum support through solutions for interest exemption, debt restructuring, and debt rescheduling; For customers who are truly unable to repay their debts and have been inactive for a long time, the bank continues to apply Resolution 42 to handle

debt recovery assets The debt handling process absolutely complies with local and government guidelines on epidemic prevention

\sset Ed Perceihd

Asset Residential property 64,40% 65,30% Vehicle 65,30%,

The chart shows the percentages of two asset types: residential property and vehicles Below is the detailed analysis:

- Residential real estate: Accounts for 64.40% of the total surveyed properties This shows that a large proportion of people own houses or residential real estate

- vehicles: Accounts for a slightly higher percentage at 65.30% This means that the number of people owning vehicles such as cars, motorbikes, or other types of vehicles is also very high

Both rates are above 60%, showing that the majority of people surveyed own both houses and vehicles Vehicle ownership is slightly higher than residential real estate It shows that those surveyed also had some collateral so that they could safely use credit cards as well as other bank services

Travel 15,80%

Investments 29,70%

Daily expenses 15,80%

Buy dog food 1%

Unused 1%

Buy seedlings, fertilizers 1%

Serving for farming 1%

Turn business capital, pay cos 1%

Pay staff salaries, rotate

business capital business and

family expenses

KOLIIE DUSIMess Capital,

pay daily expenses, invest in

stocks 1%

Plot Area Paying staff salaries,

investing in business,

buying and selling goods,

and daily expenses 1%,

The chart you uploaded shows credit card usage expressed as a percentage Below

is the detailed analysis:

- Shopping: This is the most common purpose of using credit cards, accounting for 31.70% This shows that the consumption of goods and services dominates the use

of credit cards

- Travel: Accounts for 15.80%, reflecting that a significant portion of people use credit cards to pay for travel-related expenses

- Investments: Also accounts for 15.80%, indicating that credit cards are used to invest in financial products or other types of investments

- Daily expenses: Accounts for 29.70%, showing that using credit cards to pay for daily expenses is also very popular

Other uses such as buying dog food, not using (Unused), buying seeds, fertilizer (Buy seedlings, fertilizers ), serving for agriculture (Serving for farming), revolving business capital Paying staff salaries, rotating business capital, pay daily expenses and other items all account for 1% This shows that a small number of people use credit cards for specialized or less common purposes

Overall, this chart shows that credit cards are a versatile means of payment, used for both shopping and travel primarily, It helps a lot in today's life, especially those aged 25-35 when they do not have a stable economy

To summarize, by analyzing the data in detail, we recognize particularly important formulas regarding Techcombank credit card usage in different segments Young users, especially those aged 18-25, frequently use credit cards for shopping and investment purposes, benefiting platforms like Shopee and Lazada That also

reflects light on the gender gap, with a higher proportion of users At the same time, the popularity of credit cards in Hanoi and Ho Chi Minh City is the economic position In the professional field, office workers have the advantage, of having stable income and diverse financial needs Income is weakly concentrated at 5-30 million VND, reflecting that the majority are middle-income earners to high income The debt management situation shows that the majority of customers are managing their debt effectively, and the bank is making efforts to support customers

in difficulty People who own assets such as houses and car provide all the work by using credit cards Finally, Techcombank credit cards are not only a flexible payment tool but also reflect the diversity of how users use the card, from shopping

to investing It is especially important for the 25-35 age group as they face major financial challenges and need flexible means of payment