The research is divided into 3 chapters as below: Chapter 1: Theoretical background of consumer lending This charter includes theoretical background, it presents concept of consumer lending, characteristics of consumer lending and consumer lending quality as well as factors influencing of consumer lending quality. It also gives out indicators to assess consumer lending quality. Thats why this part is the framework for studying of other chapters, including chapter 2 and 3. Chapter 2: The current situation of consumer lending quality at Techcombank This chapter gives an overview of Techcombank with analyzing and assessment of current situation of consumer lending quality via indicators then points out new findings. Chapter 3: Solutions to improve consumer lending at Techcombank This chapter would propose solutions to further improve consumer lending quality at Teachcombank. These solutions were executed based upon studying both theoretical aspect and real assessment of consumer lending quality. The author expects that these solutions can help improve the consumer lending quality at Techcombank if applied.
MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOL DUONG THI HONG NGAN IMPROVING CONSUMER LENDING AT TECHCOMBANK MASTER OF BUSINESS ADMINISTRATION THESIS 60.34.05 Subject: Improve consumer lending at Techcombank INTRODUCTION RESARCH TOPIC Improving consumer lending at Techcombank RATIONALE Nowadays, globalization trend is ubiquitous all around the world, which affects every country, all organizations as well as all people Since Vietnam jointed World trade origination – WTO in 2007, the finance market in Vietnam has been remarkably progressed and banks have also gotten benefits from this accession in term of mobilizing fund However, the competition amongst domestic banks themselves and with foreign banks and financial institutions are becoming fiercer than ever This is why banks are trying to have more innovative and creative strategies for their sustainable development Among those strategies is consumer lending, which is a challenge but profitable Moreover, with the approximate 86 million people in the 200 census, Vietnam is considered a very potential market for consumer lending especially where the young adults and adolescences are dominant Techcombank is one of leading commercial banks in Vietnam with its orientation to the retail market in which consumer lending accounts for majority The bank has been aware of consumer credit market for years The bank has joined in this market officially since 2000 and obtained certain achievements However, parallel to its success, the bank still has to improve its service quality in order to keep current clients and attract more customers Nonetheless, the benefits are shrinking due partially to strict requirements set by the Government and mainly to the harsh competition in consumer lending market when there are more banks to jump into fray thanks to its attraction and profit; foreign banks are not an exception Therefore, Techcombank, in the one hand, gets less benefit from this market and on the other hand, faces with tough and fierce condition Since the potential in consumer lending market and the difficult conditions that Techcombank is facing, consumer lending is chosen as the topic for this MBA thesis The research aims to conduct consumer credit quality studying in Techcombank and then conclusions and recommendations as well are drawn in order to improve Techcombank’s consumer lending quality RESEARCH OBJECTIVES The major objectives in the research are to: - Systemize theoretical framework of consumer lending, benefits of consumer lending, consumer lending quality and factors giving impacts on consumer lending quality - Give out indicators to evaluate consumer lending quality Analyze and evaluate current situation of consumer lending quality at Techcombank based on given indicators - Propose solutions of improving consumer lending service quality at Techcombank RESEARCH QUESTIONS In order to achieve the objectives of the thesis, the author will try to answer the following questions: - What is consumer lending and benefits of consumer lending to a commercial bank? - What is consumer lending quality and what are indicators to assess consumer lending quality? - How is consumer lending quality at Techombank? - How to improve consumer lending quality? Which are the best ways to improve consumer lending quality at Techcomank RESEARCH METHODOLOGY The research methodologies used in the thesis are qualititative and quantitative analysis Moreover, the data provided within this thesis is collected from: Secondary data - Bank’s financial reports and annual report - Credit documents of Techcombank - Legal regulations and documents about bank - Magazines, textbooks, internet and other media measures which can provide necessary information for the research Primary data After using secondary data, primary data is collected as follows: The author uses depth-interview and questionnaires method to get information and then applied qualitative method to analyze Depth-interview method is conducted through credit experts/managers and customers with questions to be prepared in advance Contents of the questions focus on their appraisals about consumer lending quality performance, how to improve its performance Questionnaires results are collected via survey with 30 questionnaires from 30 customers using consumer lending services at Techcombank, the contents of questionnaires shows customer’s satisfying level about consumer lending service quality From that the thesis proposes solutions to improve consumer lending quality at the bank SCOPE OF RESEARCH AND LIMITATIONS Scope: This research made study on consumer lending service quality at Techcombank in the period from 2007-2009 Limitations: This research focuses on consumer lending service at Techcombank and the data is 20072009 It also gives out solutions to improve consumer lending quality at Techcombank only, not for the whole industry and other banks or other services at Techcombank In addition, this thesis also lie on its sole research on the consumer lending business environment, instead of comparing working model on consumer lending of Techcombank to those of other banks who have succeeded in this field Then this research serves for Techcombank and in case it is applied for another organization, it need further and supplemental study RESEARCH STRUCTURE The research is divided into chapters as below: Chapter 1: Theoretical background of consumer lending This charter includes theoretical background, it presents concept of consumer lending, characteristics of consumer lending and consumer lending quality as well as factors influencing of consumer lending quality It also gives out indicators to assess consumer lending quality That's why this part is the framework for studying of other chapters, including chapter and Chapter 2: The current situation of consumer lending quality at Techcombank This chapter gives an overview of Techcombank with analyzing and assessment of current situation of consumer lending quality via indicators then points out new findings Chapter 3: Solutions to improve consumer lending at Techcombank This chapter would propose solutions to further improve consumer lending quality at Teachcombank These solutions were executed based upon studying both theoretical aspect and real assessment of consumer lending quality The author expects that these solutions can help improve the consumer lending quality at Techcombank if applied Supervised by: Dr Dang Ngoc Duc Student: Duong Thi Hong Ngan Class: EMBA 7B NEU Business School HANOIanoi - , 2010 TABLE OF CONTENTS MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY .1 NEU BUSINESS SCHOOL DUONG THI HONG NGAN Supervised by: Dr Dang Ngoc Duc Student: Duong Thi Hong Ngan Class: EMBA 7B NEU Business School HANOIanoi - , 2010 LIST OF TABLES MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY .1 NEU BUSINESS SCHOOL DUONG THI HONG NGAN Supervised by: Dr Dang Ngoc Duc Student: Duong Thi Hong Ngan Class: EMBA 7B NEU Business School HANOIanoi - , 2010 MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY .1 NEU BUSINESS SCHOOL DUONG THI HONG NGAN Supervised by: Dr Dang Ngoc Duc Student: Duong Thi Hong Ngan Class: EMBA 7B NEU Business School HANOIanoi - , 2010 ACKNOWLEDGEMNETS The preparation of this thesis has depended on the generous support, assistance of many people It is a great pleasure to offer my special thanks to them Firstly, I am very grateful to may supervisor Dr Nguyen Ngoc Duc Whose insightful comments, suggestions and kindness that helped me a greater deal This thesis cannot complete without this valuable assistance My thanks are also given to my friends and teachers in National Economics University – Business school They have helped me so much during this course I am particularly grateful to my colleagues in Techcombank for their kindness, constructive suggestion for my thesis Lastly, I would like thanks to the encouragement to tolerance of my friends, my family who contributed many valuable ideas that helped me completed this thesis INTRODUCTION RESARCH TOPIC Improving consumer lending at Techcombank RATIONALE Nowadays, globalization trend is ubiquitous all around the world, which affects every country, all organizations as well as all people Since Vietnam jointed World trade origination – WTO in 2007, the finance market in Vietnam has been remarkably progressed and banks have also gotten benefits from this accession in term of mobilizing fund However, the competition amongst domestic banks themselves and with foreign banks and financial institutions are becoming fiercer than ever This is why banks are trying to have more innovative and creative strategies for their sustainable development Among those strategies is consumer lending, which is a challenge but profitable Moreover, with the approximate 86 million people in the 200 census, Vietnam is considered a very potential market for consumer lending especially where the young adults and adolescences are dominant Techcombank is one of leading commercial banks in Vietnam with its orientation to the retail market in which consumer lending accounts for majority The bank has been aware of consumer credit market for years The bank has joined in this market officially since 2000 and obtained certain achievements However, parallel to its success, the bank still has to improve its service quality in order to keep current clients and attract more customers Nonetheless, the benefits are shrinking due partially to strict requirements set by the Government and mainly to the harsh competition in consumer lending market when there are more banks to jump into fray thanks to its attraction and profit; foreign banks are not an exception Therefore, Techcombank, in the one hand, gets less benefit from this market and on the other hand, faces with tough and fierce condition Since the potential in consumer lending market and the difficult conditions that Techcombank is facing, consumer lending is chosen as the topic for this MBA thesis The research aims to conduct consumer credit quality studying in Techcombank and then conclusions and recommendations as well are drawn in order to improve Techcombank’s consumer lending quality RESEARCH OBJECTIVES The major objectives in the research are to: - Systemize theoretical framework of consumer lending, benefits of consumer lending, consumer lending quality and factors giving impacts on consumer lending quality - Give out indicators to evaluate consumer lending quality Analyze and evaluate current situation of consumer lending quality at Techcombank based on given indicators - Propose solutions of improving consumer lending service quality at Techcombank RESEARCH QUESTIONS In order to achieve the objectives of the thesis, the author will try to answer the following questions: - What is consumer lending and how are benefits of consumer lending to a commercial bank? - What is consumer lending quality and what are indicators to which assess consumer lending quality? - How is consumer lending quality at Techombank? - How to improve consumer lending quality? Whichat are the best ways to improve consumer lending quality at Techcomank RESEARCH METHODOLOGY The research methodologies used in the thesis are qualititative and quantitative analysis Moreover, the data provided within this thesis is collected from: Data collection Secondary data The secondary date is collected through sources including: 10 Besides, Consumer lending also creates a motivation by matter for employees and enforces responsibilities for each employee The bank should improve working environment for all Techcombank system Good working environment will push a close relation between employees and the bank Techcombank is building a personal culture for Techcombank; in this culture, all employees will feel happy and proud of their job in Techcombank This culture will generate a job movement and contribution for employees In the core, value of Techcombank, Techcombank gives prominence to increase banking culture in Techcombank express in criteria; Trust-Collaboration in whole bank – Customer care – Creation- Profession – Effectiveness Techcombank objects close and effective culture in whole bank, this will help Techcombank keep good employees and create close environment in bank 3.1.2 Diversifying products and services Diversifying products and services are a key to exist in present consumer lending and finance market for almost banks in Vietnam Moreover, diversifying products and services are also an important content of State banking in a strategy to enhance competition for domestic bank market At present, the consumer lending products in Techcombank are quite poor, less attractive than other banks; main products are housing lending, car lending Meanwhile, the customer’s demand for consumption is very high, especially, when living standard of residents is better, hence, diversifying products and services are very necessary for the bank The target of diversifying products and services will be focused on aspects: - Keeping market share for this traditional services - Improving competition ability of Techcombank in the market - Meeting customer’s demand - Increasing more customer segments, market share for new services and products - Increasing profit for the bank From above target, the bank needs to concentrate on items: - Improving traditional products and services - Developing new products and services 62 Products must be combined between traditional and modern products and services and they are all researched based on high banking technology and customer’s demand in order to supply more value services for customers as well as banks For traditional products and services: Firstly, Techcombank has overview assessment about all traditional products and the bank needs to find factors what affect mainly traditional products, what are strengths and weaknesses of these products Secondly, measuring satisfaction of customers, from that, improving products suitable with demand of customers For developing new products: In order to reach success in developing new products, the bank needs to give its specific strategy Firstly, the bank needs research and measure customer’s satisfaction and potential consumer lending market Secondly, basing on research market, the bank has to forecast customer’s demand in the future Thirdly, building new products and services model based on assessment of potential market, customer’s demand, financial ability and orient of the bank Fourthly, the bank needs to assess success of services before deciding if the bank should launches new products and services to market or not In order to conduct all these above, Techcombank must invest more capital Big capital is an important requirement to develop traditional and modern products and services because these expense are related to addition of human resource, investment in technology, marketing and other factors 3.1.3 Developing distribution channels In banking business, good products and price policies are not enough, the bank needs to set reasonable distribution to deliver services to customers in a best way, so developing distribution channels will affect the bank in some areas: - Expending market share and increasing image of the bank to customers - Increasing competitive advantage and profit for the bank - Making comfortable and convenient for customers in transaction to the bank 63 - Saving time and cost for the bank as well as customers in work In order to develop distribution channels effectively, the bank needs to conduct as follow: Firstly, Techcombank must re-organize and expand their distribution network to approach customers easily Expand the branch and sub-branches: Develop the regional branch in the big city like Hochiminh, Dang, Hanoi, Hai phong with the role is center to process data and support for the sub-branches Develop the sub-branches for the main role is the contact point, transaction to attract the individual customer Secondly, the bank has to create other distribution channels through partners such supermarket networks(Metro cash and carry, Big C), post and telecom supplier(VDC, Viettel), some large distribution companies(Phu Tahi, Mesa ) and or trading companies An effective network is a strong advantage of local banks in competition with foreign banks The thirdly, Techcombank should develop the interest, telephone distribution networks base on high technology (Internet banking, home banking ) for customer easily to access Anyone has demand, they only call to the bank and download form to take the loan from Techcombank Both customer and Techocmbank can save times and cost It is first part to loan the customer on a large scale In recently, Techcombank known as the first bank applied successfully technology to serve customer with diversify product from the advance software 3.1.4 Enhance internal control and supervision and debt collection Although rate of overdue debt at Techcombank is not high level, the bank also needs to enhance internal control and supervision and debt collection because the bank’s orient is to reduce bad debt in next years to limit risk for the bank Moreover, when the bank enlarges market share, it has to face more difficulties as well as risks, so enhance internal and control is necessary for the bank Process of control and supervision must be conducted carefully and strictly; supervisors should be chosen who have high qualification and experience in banking sector Plan for inspections should be also usually done monthly, quarterly, yearly Thanks to these inspections bank will find mistakes to give out solutions timely to prevent raising overdue debts simultaneously soon find out loans that its purpose are not 64 suitable with regulations of contract Along with control and supervision, the bank also needs to strengthen debt collection, solve bad overdue debts quickly to take back principle 3.1.5 Improving customer care policies Good customer care policies will affect some aspects: Increasing customer’s satisfaction Increasing competition ability of Techcombank in the market Increasing effective operation of the bank from that pushing increasing profit for bank In order to conduct this solution, the bank needs to step as follow: Firstly, building customer care services policies: Customer care policies would be built based on classifying customers on some criteria (potential customers, target customers , ) or key services in order to devise appropriate policies such as: Designing rooms or counters for VIP customers Adopting policies to have higher interest rate (saving), lower interest rates (loans), VIP cards to customers with large amount of transactions value at TECHCOMBANK or using many products of TECHCOMBANK Unexpectedly sending flowers, gift, greeting card to customers on occasion such as New Year, women’s day of 20th Oct, 8th Mar (for female customers), martyrs’ and invalids’ day 27th Jul (for army customers), doctors’ day 27th Feb (for doctor, nurse -customers), customers’ birthday or even just an anniversary of transactions for months at TECHCOMBANK Just small gifts from banks in an unexpected way will create the closeness between banks and customers For customers who are evaluated as potential customers, the bank can send staffs to directly serve customers at their own house, or at their workplace because they will bring huge revenues to the bank Secondly, Setting service criteria Time in service: available 24 hours x days Transaction process shall be simple, quick, correct, and using reliable devices, 65 minimizing the information that customers have to fulfill in the form, reducing the number of receipts that customers have to sign, avoiding the case that customers shall not to go to many departments to just only a single transaction or even multiple transactions - Staff’s attitude: courteous and professional, enthusiastic and attentive, willing to give advice and answers to customers, - SLA - Service Level Agreement shall be applied to each department, specifically: Thirdly, managing and supervising the implementation of service programs Customers’ satisfaction about services should be surveyed On that basis, action plan to improve products, distribution channels, processes, systems, policies and staffs shall be devised The survey can be conducted directly (customer’s feedback via mails, telephones ), or secretly via a random sampling of a group of customers Events company should be asked to hold seminars or discussion meeting, customers can express their assessment, comments frankly about product - banking services on such occasion ( and the bank will assign staffs to observe this meeting secretly) After that, the bank will improve quality service Process complaints timely with customer satisfying solutions: listening carefully and understanding the problem, expressing deeply emotional sentiments, apologizing, solving problems proactively as soon as possible, checking whether the customer is satisfied with the solution or not It should be noted that handling complaints gives opportunities to the bank to understand timely serious problems and then improve to be better A group specializing in improving service quality should be established Based on results of quality surveys, this group will set the objectives and plans to improve quality in the best way Regularly open training courses in order to drill all skills for staffs and drive them be aware of the importance of service quality as well as their roles to overall development of the bank 3.1.6 Setting a reasonable pricing policy A reasonable pricing policy will bring many benefits for the bank as well as customers: 66 Increasing competition ability of the bank in the market Increasing customer’s trust in products and services of the bank Increasing more customer segments, market share of the bank Interest rate and fee are the price of lending (cost of borrowing) As the costs and risks associated with consumer lending is higher, consumers, in this sense, bear higher interest rate as compared to the rates for lending to production and business activities However, consumers accept the higher lending rates as they put satisfaction as the first priority instead of loss or profit as of businesses In a world of current intensive competition, commercial banks tend to provide such attractive interest rates so that consumers would compare consumer lending interest rates among banks to choose their most profitable ones Therefore, Techcombank would need to make an interest rate policy which is reasonable, flexible and suitable with development orient and strategy of the bank in each period Moreover, the bank also needs to set different interest rate and fee level for each customer group based on priority policy for VIP and long- transaction customers, from that, keeping relationship between customers and the bank closer 3.1.7 Building "perfect" Call Center This is one of technical solutions that its target is to answer customer’s requirements from that improving service quality more and more “Perfect" Call center includes: Automatic incoming call management system: This system will sort and distribute incoming calls automatically to the staff, to the right staffs that are available Automatically interactive answering system: for number of a substantial number of callers This system is expensive Therefore, in initial phase of investment, it may be unneeded On the other hand, in the first phase, there should be staffs to receive incoming calls from customers to exploit the demand of customers in the best way for the sale, cross sale of products and services Recording system in case of disputes: help senior levels check periodically or unexpectedly and check answering quality of staffs It is also the evidences to customers in the future System monitoring conversations between customers and staffs for staff training (welcoming guests with courtesy; handling complaints and difficult customers, 67 giving accurate information about the products and the basic necessary procedures) A perfect call center system requires investment with huge costs However, many banks may use the same system or just one bank invest for this system itself and receive "in sourcing" from other banks Currently, there is no bank in Vietnam that has "in sourcing" service for Call Centre service Therefore, if TECHCOMBANK build a perfect call center system, both for internal use and "in sourcing" service for other banks, it will also be a way to improve service quality, expand distribution channels, and create a good impression for the TECHCOMBANK brand In order to choose the best solutions, TECHCOMBANK should balance resources to determine investment with a specific schedule and Recruitment and training staffs for the Call Centre department in the most effective and personal cost saving way Call center staffs can be retirees, part time employees with lower wages compared with tellers but training cost will quite high 3.2 Recommendations 3.2.1 Recommendations for Government Government needs to quickly create a complete legal corridor for consumer lending activities The process of economic integration as well as innovation in technology makes banking activities to change a lot now Some current provisions of law adjusting the operation of the bank are no longer appropriate Old document (Decision 44/2002/QDTTg) needs to be revised, because there are electronic certificates and electronic signatures, new legal documents for banking services performed by computers, online transactions The form of certificates and the bodies that is responsible for keeping those certificate should be stipulated Besides, the law has to provide penalties for technological criminals: PIN hackers, counterfeiting cards This is a new type of crime that appeared in our country Sanctions need to be set up to punish these acts to ensure the safety of customers as well as the banks Constructing a modern engineering - technology environment: This is the basis to develop consumer lending activities with high technological services The development of Communication and Telecommunications industry will create conditions for banks to 68 exploit the virtual distribution channels to provide services to many people According to the plan of modernizing banking activities, there is a need of many specialized software for banks with high synchronism and integration The development of domestic software market will help banks to save the cost of imports from foreign countries Specialization in management and operations will help banks provide more and better services 69 3.2.2 Recommendations for the State Bank Based on National Code, the State Bank should promulgate urgently documents guiding the implementation of laws with full clear, plain content Documents have to be consistent in policy and cover the whole range of consumer lending activities The State Bank need to examine to deploy management activities, focus credit history of each individual at different banks, create communication channels for commercial banks in lending and controlling customers Therefore, the State Bank needs to obligate the commercial banks and credit organizations to participate in CIC system and consider it as their rights and obligations 70 CONCLUSION According to foreign and local experts: “The market for consumer lending of Vietnam’s banks is attractive for its effectiveness and security.” Despite the increasingly tough competitiveness of the consumer lending market, Commercial Joint-Stock Banks and State-owned banks are still researching and developing to bite the bigger piece and dominate the potential market share as the market is still large and has not been fully exploited Therefore, stock commercial banks in general and of Techcombank in particular are constantly efforts to provide for customers with products best quality The thesis is written based on the combination of theories and practical assessment indicators, accumulated via the author’s working experience in the field from that give out the best solutions to improve consumer lending quality However, due to the knowledge restraints on theories and practices, the thesis could not avoid limitations For this reason, I would appreciate comments, especially from lecturers and colleagues I would also like to take this opportunity to express my heartfelt gratitude to Dr: Dang Ngoc Duc for his kind supervision on my thesis 71 REFERENCES Text books: Phan Thị i Thu Hàa(2004), Giáao trìinh Ngâan hàang Thươnguong Mạai Nhàa xuấat bảan Thốnhong Kêe Nguyễen Thịi Minh Hiềen(2004), Giáao trìinh Marketing Ngâan hàang Nhà xuất Thống KêNha xuat ban thong ke Vụu chiếen lượuoc pháat triểen ngâan hàang(2005), xâay dựung chiếen lượcuoc pháat triểen dịich vụu ngâan hàang đếden năam 2010 vàa tầam nhìin đếnden năam 2020 Lưuu Thịi Hườnguong(1998), giáao trìinh tàai chíinh doanh nghiệep, Nhàa xuấat bảan Giáao Dụuc Peter Rose, Quảan trịi ngâan hàang Thươnguong Mạiai Nhà xuất Giáo Dục Nha xuat ban giao duc Ted Lindblom, Are retailer banks the future of retail banking Source from internet: https://www.techcombank.com.vn/ Annual reports finance of Techcombank in 2007, 2008, 2009 72 APPENDEX Part 1: Assessment on banking services of Techcombank Please, tick one the following information Q1: Do you satisfy about infrastructure and technology system of Techcombank? Ve ry satisfy Satisfy Not satisfy Normal Strongly unsatisfied Q2: What are you assess on mobilization services of Techcombank? Very diversify Not diversify Normal Normal Very poor Q3: Do lending services for consumer lending of Techcombank have competitive fee, interest, loan level? Strongly agree Agree Normal Not agree Strongly disgree Q4: Are consumer lending procedure of Techcombank simple for customer Very simple Simple Normal Complex Very complex Q5: What are the times that you receive banking services in Techcombank Very quick Quick Normal Slow slow Q6: Do you receive enthusiastic helps from employees of Techcombank Enthusiastic Enthusiastic Normal Unenthusiastic Unenthusiastic Q7: How many often employees of Techcombank connect with you? 73 Very Usually Sometime Normal Rare Never Q8: Do you think about professional of employees? Very professional Professional Normal Not professionalStrongly unprofessional Q9: Do employees have skill, knowledge, and capacity? Strong agree Agree Normal Not agree Strong Normal Impolite Strongly Little Very little disagree Q10: Are employees polite? Very polite polite polite Q11: Are there ATM, POS system many in whole country? So many Many Normal Q12: Are marketing programs of Techcombank attractive to customers? strongly agree Agree Normal Not agree Strongly disagree Q13: What is the most important factor when customers choose banking services? Low fee and interest Safety, secret Exact, quick Diversifying services Good customer services Q14: What you use E-banking of Techcombank(you can choose at least one service)? ATM Card credit Internet-banking Mobile banking Telephone-banking Call-center Home-banking Q15:How may banks you use services? 1 bank banks 3 banks 4 banks 74 Over banks Q16: What are the services that you would like to use? Lending services Mobilization services Payment services Card services Financial consultancy Q17: What are item that Techcombank should improve? Free, interest Procedure Customer service Technology Human resource Developing banking services Expanding distribution network Q18: Do you think about quality of consumer lending of Techcombank? Very good Good Normal Bad Very bad Part II: Customer information Please, supply some information about you? Q1: How old are you? Under 25 From 26-35 From 36-45 Over 55 Q2: What field you work? Individual business State management Finance-bank Heal care Education Other field Q3: What is your qualification? 75 Over 46-55 Postgraduate University College Other Q4: How many years you use banking service of Techcombank? Under 1year From 1-3 years Over years 76 ... - What is consumer lending and benefits of consumer lending to a commercial bank? - What is consumer lending quality and what are indicators to assess consumer lending quality? - How is consumer. .. framework of consumer lending, benefits of consumer lending, consumer lending quality and factors giving impacts on consumer lending quality - Give out indicators to evaluate consumer lending quality... framework of consumer lending, benefits of consumer lending, consumer lending quality and factors giving impacts on consumer lending quality - Give out indicators to evaluate consumer lending quality