Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market

Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market

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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, Faculty of International

education At the moment, we are researching about the consultationservice at securities companies in Ha Noi stock market The result ofthis questionnaire will help us answer more clearly about the interest

of the customer to the consultation service and level of satisfaction tothat service in securities companies in Ha Noi The result of thisquestionnaire will help us to get the fact data into our research Wehope 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

□ 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

□ F Others:

………

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

5 Do you use the consultation service of this security company?

□ A Yes (Move to part A)

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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)

B 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

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□ D Others:

………

………

………

………

………

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 □ D Others: …

………

… ………

………

………

III Other information:

12.Sex :

13.Occupation:

□ A Officer

□ D More than 1 billion

Thanks for your cooperation!

APPENDIX 2 Q1 Time investment

Frequency Percent Valid Percent

CumulativePercent

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Frequency Percent

ValidPercent

CumulativePercent

Q4 Frequency provided information

Frequency Percent Valid Percent

CumulativePercent

Q5 Information provided satisfaction

Frequency Percent Valid Percent

CumulativePercent

e PercentVali

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<VND100millions

500millions

VND100-VND500millions-VND1billion

s

>VND1billion

sConsultancy

CumulativePercent

CumulativePercent

Advise you to carry

transactions to earnprofit

CumulativePercent

CumulativePercent

More specific Other ideas

Use your account irregularly

Use the transactions of customer with bad purposes Other ideas

Satisfaction with provided information

Influence of broker's analysis to

Ordinal capital

Total

<VND100millions

VND100-500millions

VND500millions-VND1billions

>VND1billions

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No Yes

Consultancy service using

VND500millions-<VND100millions

Ordinal capital

Bar Chart

1 DATA ANALYSIS TECHNIQUE

After collecting data, chart and table will be drawn for comparing Then, thistechnique also helps readers understand easier

a Interview

Purpose

Besides article interviewed broker, we will face to face interview with

3 brokers who working in different securities companies By asking brokerswho work and communicated with their clients directly, we will getinformation we need Besides, to make interviewee feel comfortable, weasked open questions and have open conversation with brokers

Process

Before interviewing, researchers found documents related to brokersand stock market Questions were prepared to ask which were in form of

In interviewing, researchers asked from 3 to 5 questions related tobrokers’ job Researchers made sure that all answers only use for this topiconly, therefore we take notes instead of recording

Researchers aim to find out the first objective which is “To get anoverview about broker service in Ha Noi and the efficiency of usingconsultant services” First of all, we asked general information aboutbrokers’ job After having an over view and based on interviewee’s attitude

we will asked deeply questions We asked brokers about how did investorsused their services in different security companies, or how did brokersadvice to their customers

Besides, researchers also asked brokers about the gap between “whatwill brokers do?” in theory and “what did brokers do?” in practice From thatthe researchers find out some limitation in consultant services

Evaluation

By interviewing some brokers, we have overall about what brokers

do in practice different from theory We also collected opinions frombrokers at different companies and compared with thesis from other researchbefore

b Survey Questionnaires

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Purpose : investors who are direct connect and use brokerage service Therefore,

their assessment is important to measure service quality Moreover, they can giveopinion 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 randomsampling It means that survey will be distributed randomly to 154 casualinvestors

 Questionnaire design:

As recorded above, data is collected by using survey In a form ofquestionnaire, it includes about 10-15 questions, which are divided into threemain parts In the first part, researchers will ask some personal questions thatrelated to the job of investors and the company they are concerning Then,the second part is focus on answering, “How many percentages of investorsare using broker’s service” and “whether brokers influence the investor’strading decision” Finally, investors will be asked for suggestion to improvethe broker’s service to attract more customers

 Time to survey: 3 weeks (1st May 2010 to 22nd May 2010)