APPENDIX 1 Survey about the level of satisfaction of customer to the consultation service of securities companies in Hanoi Stock Market Objective: We are students from FTU University, F
Trang 1APPENDIX 1 Survey about the level of satisfaction of customer to the consultation service of securities companies in Hanoi Stock
Market
Objective: We are students from FTU University, Faculty of International education At the
moment, we are researching about the consultation service at securities companies
in Ha Noi stock market The result of this questionnaire will help us answer more clearly about the interest of the customer to the consultation service and level of satisfaction to that service in securities companies in Ha Noi The result of this questionnaire will help us to get the fact data into our research We hope that you will take your time to answer the questions below Thank you very much!!!
Secure: Private information of respondents will be totally secured The result of the
questionnaire will be displayed in percentage
Note: Please choose a correct answer for each question
I General information
1 How long have you invested in the stock market?
□ A Under 6 months
□ B From 6 months to 12 months
□ C More than one year
2 Within three months recently, do you often execute trade?
□ A 1-2 times/ week
□ B 3-4 times/ week
□ C Daily
Trang 2□ D Others:………
3 Please choose the reason from the options below to tell us why you choose this securities company for trading?( maximum 2 choices)
□ A There are many options of service
□ B High quality of service
□ C Prestige of the securities company
□ D Low trading fee
□ E Know about the company through relative/friend
II Service of securities company:
4 Does your securities company you are register, initiatively provide you with the
information about the present stock market?
□ A No
□ B Yes:
If yes, do you satisfied with the information you received?
□ A Totally satisfied
□ B Partly satisfied
□ C Normal
□ D Partly unsatisfied
□ E Totally unsatisfied
5 Do you use the consultation service of this security company?
□ A Yes (Move to part A)
□ B No (Move to part B)
Trang 3A This part is for the customer used/using the consultation service of company
6 Do the consultations, analyze of the stock broker affect on your investing decision?
□ A Totally influence
□ B Partly influence
□ C Influence
7 At your point of view, are the information which were given by the stock broker helpful for the investor using consultation service?
□ A Totally agree
□ B Partly agree
□ C Difficult to answer
□ D Partly disagree
8 Do you think your stock broker have these manifestations?
□ A Advice the investor to carry out many transaction to earn profit
□ B Using the investor’s account irregularly
□ C Using the transactions of customer with bad purpose (get benefit, impact to the market badly)
□ D Others: ………
………
………
9 How do you evaluate about the truthful level of your present stock broker?
□ A Totally believable
□ B Partly believable
□ C No ideas
Trang 4B This part is for the customer not using the consultation service:
10 For what reason you do not use the consultation service of the securities company?
□ A High fee
□ B Not know about the service
□ C Quality of the service is not good enough
………
………
11 Do you have any suggestion for the improvement of the consultation service, brokerage:
□ A Reduce trading fee
□ B Improve more skilled for the stock brokers
□ C The company should create some policies, regulations which strictly define authorization and obligation of the stock broker
… ………
………
……
III Other information:
12 Sex :
13 Occupation:
□ A Officer
□ B Student
□ C Housework
Trang 5□ D Others:
14 How much is your capital when you join the stock market?
□ A Under 100millions
□ B 100-500 millions
□ C 500 millions – 1 billion
□ D More than 1 billion
Thanks for your cooperation!
APPENDIX 2
Q1 Time investment
Frequency Percent Valid Percent
Cumulative Percent
Q2 Recent transaction time
Frequency Percent Valid Percent
Cumulative Percent
Trang 63-4times/week 32 20.8 20.8 46.8
Frequency Percent Valid Percent
Cumulative Percent
3.2 Q3.B
Frequency Percent Valid Percent
Cumulative Percent
Trang 73.3 Q3.C
Frequency Percent Valid Percent
Cumulative Percent
3.4 Q3.D
Frequency Percent Valid Percent
Cumulative Percent
3.5 Q3.E
Frequency Percent Valid Percent
Cumulative Percent
3.6 Q3.F
Frequency Percent Valid Percent
Cumulative Percent
Trang 8Valid Yes 26 16.9 16.9 16.9
Q4 Frequency provided information
Frequency Percent Valid Percent
Cumulative Percent
Q5 Information provided satisfaction
Frequency Percent Valid Percent
Cumulative Percent
Trang 9Q6 Transaction method using
Frequen
cy Percent
Valid Percent
Cumulativ
e Percent Vali
d
Direct order at
Q7+Q16
Consultancy service using * Ordinal capital Crosstabulation
<VND100 millions
VND100-500millions
VND500milli ons-VND1billions >ons-VND1billions Consultancy
service using
Yes
Trang 10Q8 Influence of broker's analysis to investor'decision
Frequency Percent Valid Percent
Cumulative Percent
Q9 Usefulness of broker's analysis
Frequency Percent Valid Percent
Cumulative Percent
Q10 Broker's demonstration
Trang 11Frequency Percent Valid Percent
Cumulative Percent
Advise you to carry
out many transactions
to earn profit
Use your account
Use the transactions
of customers with bad
purposes
Q11.The truthful level of brokers
Frequency Percent Valid Percent
Cumulative Percent
Q12 Reason not to use the services of security company
Frequency Percent Valid Cumulative
Trang 12Percent Percent
Unknown to the
Q13 Recommendation for improving the consultancy services
Frequency Percent
Valid Percent
Cumulative Percent
Improve more
More specific
Q14 Sex
Frequency Percent Valid Percent
Cumulative Percent
Trang 13Valid No answer 4 2.6 2.6 2.6
Q15 Current occupation
Frequency Percent
Valid Percent
Cumulative Percent
State-owned
Trang 14Recommendation for improving the consulting
services
24.7%
7.8%
36.4%
13.0%
18.2%
0.0%
10.0%
20.0%
30.0%
40.0%
Series1 24.7% 7.8% 36.4% 13.0% 18.2%
No answer Reduce the
fee
Improve more skilled
More specific Other ideas
Broker's demonstration
62%
3%
1%
1%
33%
No answer
Advice you to carry out many transaction to earn profit
Use your account irregularly
Use the transactions of customer with bad purposes
Other ideas
Trang 15Satisfaction with provided information
3%
17%
6%
14%
29%
31%
No answer Totally satisfied Partly satisfied Normally Partly unsatisfied Totally unsatisfied
Information analysis from broker
helpful for the investor
17%
19%
7%
54%
3%
No answer Totally agree Partly agree Difficult to answer Partly disagree
Trang 16Influence of broker's analysis to
investor decision
52%
7%
25%
16%
No answer Totally influence Partly influence Influence
Ordinal capital
Total
<VND10 0million s
VND100-500millio ns
VND500mil lions-VND1billio ns
>VND1billi ons Consultancy
service using
Trang 17No Yes
Consultancy service using
40
30
20
10
0
>VND1billions
VND500millions-VND1billions VND100-500millions
<VND100millions
Ordinal capital
Bar Chart
Reasons influence on choosing the securities
company
48.0%
18.0%
38.0%
26.0%
54.0% 58.0%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
Reasons
Trang 18Using transaction methods
23.4%
42.9%
18.2% 15.6%
Direct order at desk Telephone
Internet Others
Time investment
9.1% 11.7%
79.2%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
< 6months 6- 12 months > 12 months
Time
1 DATA ANALYSIS TECHNIQUE
After collecting data, chart and table will be drawn for comparing Then, this technique also helps readers understand easier
Trang 191.1 Primary data
a Interview
Purpose
Besides article interviewed broker, we will face to face interview with 3 brokers who working in different securities companies By asking brokers who work and communicated with their clients directly, we will get information we need Besides, to make interviewee feel comfortable, we asked open questions and have open conversation with brokers
Process
Before interviewing, researchers found documents related to brokers and stock market Questions were prepared to ask which were in form of open question so interviewee could give their own opinion about their career in currency
Interviewees are brokers who work directly in Hanoi stock market at different security companies and they did not know about what questions would be asked Their answers gave researchers an overview about consultant services
In interviewing, researchers asked from 3 to 5 questions related to brokers’ job Researchers made sure that all answers only use for this topic only, therefore we take notes instead of recording
Researchers aim to find out the first objective which is “To get an overview about broker service in Ha Noi and the efficiency of using consultant services” First of all, we asked general information about brokers’ job After having an over view and based on interviewee’s attitude we will asked deeply questions We asked brokers about how did investors used their services in different security companies, or how did brokers advice to their customers
Besides, researchers also asked brokers about the gap between “what will brokers do?” in theory and “what did brokers do?” in practice From that the researchers find out some limitation in consultant services
Evaluation
Trang 20By interviewing some brokers, we have overall about what brokers do in practice different from theory We also collected opinions from brokers at different companies and compared with thesis from other research before
b Survey Questionnaires
Purpose : investors who are direct connect and use brokerage service Therefore, their
assessment is important to measure service quality Moreover, they can give opinion about limitation of brokerage service
Process: there are total 154 respondents in three securities companies : VDSC, BSC and
VN Direct
Questionnaire methodology:
With questionnaire methodology, sampling method will be use is random sampling It means that survey will be distributed randomly to 154 casual investors
Questionnaire design:
As recorded above, data is collected by using survey In a form of questionnaire, it includes about 10-15 questions, which are divided into three main parts In the first part, researchers will ask some personal questions that related to the job of investors and the company they are concerning Then, the second part is focus on answering, “How many percentages of investors are using broker’s service” and “whether brokers influence the investor’s trading decision” Finally, investors will be asked for suggestion to improve the broker’s service to attract more customers
Time to survey: 3 weeks (1st May 2010 to 22nd May 2010)