The customer’s satisfaction in ho chi minh city branch of commercial bank for investment and development of vietnam joint stock company (BIDV HCM)

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business TRAN NGOC LAN THE CUSTOMER’S SATISFACTION IN HO CHI MINH CITY BRANCH OF COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM JOINT STOCK COMPANY (BIDV HCMC) MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City – Year 2019 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business TRAN NGOC LAN THE CUSTOMER’S SATISFACTION IN HO CHI MINH CITY BRANCH OF COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM JOINT STOCK COMPANY (BIDV HCMC) MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: PROF TRAN HA MINH QUAN Ho Chi Minh City – Year 2019 EXCUTIVE SUMMARY Nowadays, in the context of the economic environment, the competition among the commercial banks in Vietnam to increase their scale as well as their profits is unavoidable According to Vyas V and Raitani S (2014), there are many elements that affect to the switching of customers ‘behavior when they work with the banks One of the most important elements is the customer satisfaction Therefore, the commercial banks now will focus on developing the products; improve the quality of services so that they can please their customers, increase the level of customers’ loyalty The primary research and the secondary research will be used in this report so that we can analyze and conduct the results about how the customer’s satisfaction effect on the loan scale in Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam After researching, the information and data will be used so that we can give some recommendations about what the managers as well as the board of director of Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam should to improve their customer satisfaction in order to increase the loan scale, achieve more profits and complete the assigned business plan in this year as well as the following years ACKNOWLEDGEMENTS I would like to acknowledge all people who supported me during the time I studied in ISB Without them, I could not be here today I would like to thank all my lovely friends, my sweet colleagues and my dearest classmates at ISB and BIDV for helping me complete the program I also would like to thank my best supervisor - Professor Tran Ha Minh Quan for supporting me, give me many advices, and guidance me through the time of making this report I would not complete this report without his helping Especially, I would like to send my sincere thankfulness to my parents and my husband for their encouragements and supports TABLE OF CONTENTS EXCUTIVE SUMMARY ACKNOWLEDGE I INTRODUCTION The company background The structure II PROBLEM CONTEXT The reducing in loan scale of Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch (BIDV HCMC) The customer’s satisfaction in Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch (BIDV HCMC) III PROBLEM IDENTIFICATION Interest Rates Inexperience and untrained employees Security and privacy Late in processing loan disbursements Cause – Effect Map IV CAUSE VALIDATION Interest Rates Security and privacy Late in processing loan disbursements Inexperience and untrained employees V RECOMMENDATION AND SOLUTION Solution Solution  Final solution VI ACTION PLAN CONCLUSION REFERENCE APPENDIX I INTRODUCTION The company background Joint Stock Commercial Bank for Investment and Development of Vietnam was established on April 26, 1957 as Vietnam Construction Bank Over 60 years of construction and growth with two name changes and added functions and duties, Joint Stock Commercial Bank for Investment and Development of Vietnam has always successfully completed the tasks corresponding to each stage of development of the country and achieves many honors as well as noble rewards such as Independent Medal I, Labor Medal I, The Labor Hero in the renovation period, Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam, which was established in 1976, is one of the largest branches in the Bank for Investment and Development of Vietnam system with a total assets of VND 10,000 billion and a number of staff is nearly 300 people After 40 years of construction and operation, Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam has always excellently fulfilled its responsibilities for each stage of development of Vietnam Since the beginning of founding till now, Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam has always been the flagship of the industry as well as one of pioneer and dynamic branches of BIDV in developing new products and services to serve customers With the motto "Sharing Opportunity, Successful Collaboration", Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam has been very successful in its role as the lead bank for arranging syndicated loans, co-financing large-scale investment projects In 40 years, Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam has sponsored for many major projects in Ho Chi Minh City such as Tan Tao Industrial Park, Linh Trung Export Processing Zone, Hung Vuong Street, Dien Bien Phu Street, Ben Nghe Port, OBV Pharmaceutical Company, Phu My Steel Plant, Pomina Steel Factory, New World Saigon Hotel, Exxon Mobil Unique Vietnam Limited, Nguyen Van Linh Avenue belongs to new urban area Phu My Hung, Kinh Do company The structure Through more than 40 years of operation, Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam has always been a pioneer and dynamic branch in modern and customer-oriented technology Along with the development of Ho Chi Minh City, Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam conducts a comprehensive business, operating with all functions of the commercial bank branch: currency trading, credit, banking services and Non-bank, to serve customers of all economic sectors PRESIDENT VICE - PRESIDENT VICE - PRESIDENT VICE - PRESIDENT VICE - PRESIDENT Customer Relationship Department The Operational Division Internal Management Division The Subordinate Units -Customer -Credit -Planning - Relationship Management General Department Department Department -Nguyen Dinh Chieu Transaction Office (188 Nguyen Van Thu - -Customer -Customer Service -Department of Q1) Relationship Department Finance -Tran Hung Dao Department -Management and Accounting -Customer Treasury Services -Human (542 Tran Hung Relationship Department Resources Dao - Q5) Department -Risk Management Department -Ngo Gia Tu -Customer Department Transaction Office Transaction Office Relationship (306-308 Ngo Gia Department Tu - Q10) Firuge BIDV HCMC organizational structure (Source: BIDV HCMC Human Resources Department) The current organizational model of the Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam consists of blocks, with 14 rooms, including 11 rooms at the head office – 134 Nguyen Cong Tru Street, Nguyen Thai Binh Ward, Districts 1, HCMC and subordinate units In Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam, we have four Customer Relationship Departments which has almost 50 people (including manager and employees) who take care of more than 50 companies, mainly production and trade companies II PROBLEM CONTEXT The reducing in loan scale of Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch (BIDV HCMC) In a world of globalization nowadays, the commercial banks play an important role and are considered as the most important financial intermediary organization of the economy in every country in the world According to Quoc Thuy (2018), in Vietnam, the three biggest commercial banks that we can count are Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV), Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank) and Vietnam Joint Stock Commercial Bank for Industry and Trade (Vietinbank) The competition among these commercial banks is very fierce now They have to focus on developing the new customers as well as maintaining the current customers so that they can increase the scale and maximize the profits Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch (BIDV HCMC), Bank for Foreign Trade of Vietnam – Ho Chi Minh City Branch (Vietcombank HCMC) and Bank for Foreign Trade of Vietnam – Ho Chi Minh City Branch (Vietinbank HCMC) are the three biggest branches in the system of these commercial banks because they contribute more than 20% of scale and profits of their own banks’ system 16.000.000 14.000.000 12.000.000 10.000.000 BIDV HCMC 8.000.000 VIETCOMBANK HCMC VIETINBANK HCMC 6.000.000 4.000.000 2.000.000 2016 2017 2018 Firuge Loan Scale in BIDV HCMC, Vietcombank HCMC & Vietinbank HCMC from 2016 – 2018 (Source: Cafef) In recent years, although the competition is fierce and the interest rate of Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch is quite competitive compared to Bank for Foreign Trade of Vietnam – Ho Chi Minh City Branch and Bank for Foreign Trade of Vietnam – Ho Chi Minh City Branch, the Although the time of researching, conducting and analysis is limited, the result of this report is that the inexperience and untrained employees affect strongly on customer satisfaction in Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch in particularly and in banking industry in generally is undeniable In the future, the researchers may find out more about the thoughts of employees about the developing their own career path as well as the impact of developing career path on their working attitude and dealing with customers of the employees so that the causes which impact on customer satisfaction are evaluated more correctly 42 REFERENCE Vyas, V., & Raitani, S (2014) “Drivers of 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https://revenue-management.apacciooutlook.com/cxoinsights/data-securityand-privacy-concerns-for-the-indian-banking-industry-nwid-44.html 10 Machogu AM & Okiko L (2015) “E-banking Complexities and the Perpetual Effect on Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a Moderating Factor” Journal of Internet Banking and Commerce Retrieve from http://www.icommercecentral.com/open-access/ebanking-complexities-andthe-perpetual-effect-on-customer-satisfaction-in-rwandan-commercialbanking-industry-gender-as-a-moderating-factor.php?aid=60223 11 Mojtaba Alidadi and Mohsen Nazari (2013) “The Most Effective Strategy to Improve Customer Satisfaction in Iranian Banks: A Fuzzy AHP Analysis” Journal of Business Studies Quarterly Retrieve from 44 https://pdfs.semanticscholar.org/9747/b379d159fef8d84e710a0923121f94475e 02.pdf 12 TheBank (2019) “Roll out the most secure deposit banks today” The Bank Retrieve from https://thebank.vn/blog/14916-diem-danh-nhung-ngan-hang-gui-tien-an-toannhat-hien-nay.html 13 Erin Schreiner (n.d) “The Importance of Employees in Customer Satisfaction & Retention” Small Business Retrieve from https://smallbusiness.chron.com/importance-employees-customer-satisfactionretention-12852.html 14 Shelley Frost (2019) “The Importance of Training & Development in the Workplace” Small Business Retrieve from https://smallbusiness.chron.com/importance-training-development-workplace10321.html 45 APPENDIX Appendix – Group INTERVIEW TRANSCRIPT Interviewer: Tran Ngoc Lan Interviewee: Nguyen Duy Hung – Chief Accountant of Dry Cell and Storage Battery JSC NL Good morning Mr Hung How are you today? DH Hi Lan I’m fine What are you up to? NL Today I need you to help me out with a short interview This will take about your 15 minutes in order to notice some reasons of your satisfaction about BIDV HCMC Are you okay with that? DH Okay NL Firstly, let me tell you something All the questions which I will give you there are no right or wrong answer because I want to focus on your own point of views DH Okay I got it NL Okay Firstly what is your company product/service and which department are you working for? Your position in this department DH I have worked at Dry Cell and Storage Battery Joint Stock Company for over 20 years This company produces batteries for cars and motorbike I am worked for Accountant Department as a chief accountant NL How long does your company have relationship with BIDV HCMC? Do you feel happy when trade at BIDV HCMC? DH My company has been in relationship with BIDV HCMC for over 10 years I feel satisfied while trading in BIDV HCMC although sometimes, there are some problems in transaction at BIDV HCMC that make me think and feel unhappy NL What made you feel uncomfortable and dissatisfactory during that time, Mr Hung? DH Hmm…The interest rate of BIDV HCMC is higher than Vietcombank & HSBC from 0.2% or more in some point of time NL What anything else? 46 DH Well, the time of processing loan disbursements at your bank is quite long compared to Vietcombank You know most of my partners need to receive their money before 3pm in the afternoon so that they can withdraw money timely I remember that there was more than 10 times in last quarter that my partners could not receive their money timely This make me feel like I did not keep promises as well as affect to my company reputation NL It sounds very uncomfortable for you Does it affect on your choosing banks for implementing transactions? DH Of course! My responsibility is that maintaining the company’s cost is minimum level as well as protects the reputation of my company to the partners so that the business can work well However, not worry, Lan! Your bank is still the leading bank in terms of mobilization service When there are many customers of the other banks like Vietcombank, Eximbank lost their money My money is still safe with BIDV, right? Haha NL Well thanks for compliment I will notice all your feedback and try to serve you as well as your company better because customer is king Right?  Have a good day Mr Hung DH You are welcome, Lan INTERVIEW TRANSCRIPT Interviewer: Tran Ngoc Lan Interviewee: Mr Vu Duc Thinh – Chief Financial Officer of Kido Group NL Good afternoon, Mr Thinh Sorry for bothering your lunch time How are you today? DT No problems, Lan I’m fine What will we today? NL Today I need you to help me out with a short interview about your thought about BIDV HCMC This will take about your 15 minutes Are you okay with that? DT Okay NL Firstly, let me tell you something All the questions which I will give you there are no right or wrong answer because I want to focus on your own point of views DT Okay Let’s it 47 NL Okay Firstly, what is your company product/service and which department are you working for? Your position in this department DT I have worked at Kido Group for over 15 years This company produces food I am worked for Accountant Department as a chief financial officer NL How long does your company have relationship with BIDV HCMC? Do you feel happy when trade at BIDV HCMC? DT My company has been in relationship with BIDV HCMC for over 20 years I feel satisfied overall but sometimes there is some issues in transaction that make me feel unhappy NL What made you feel uncomfortable and dissatisfactory during that time, Mr Thinh? DT Hmm…The interest rate of BIDV HCMC is competitive to Vietcombank and Vietinbank However, The interest rate of your bank changes frequently and suddenly This made me cannot predict my company cost as well as control the lending cost NL What anything else? DT Well, I think your bank serve customers very well But you know The controlling interest rate is very important for all chief accountant or chief financial officer like me to control the cost I cannot deny that it makes me feel dissatisfied despite the other things in your bank is good NL Well thanks for your time and have a good meal Mr Thinh DT Thank you very much, Lan INTERVIEW TRANSCRIPT Interviewer: Tran Ngoc Lan Interviewee: Ms Nguyen Thi Thanh Tuyen – Chief Accountant of Ngo Han Company NL Good afternoon, Ms Tuyen Sorry for bothering you in this time How are you today? TT I’m fine, Lan What will you intend to today? NL Today I need you to help me out with a short interview to share your thoughts about BIDV HCMC This will take about your 15 minutes Are you fine with that? 48 TT Totally, Lan NL Firstly, let me tell you something All the questions which I will give you there are no right or wrong answer because I want to focus on your own point of views TT Okay I know it NL Okay Let me see What is your company product/service and which department are you working for? Your position in this department TT I have worked at Ngo Han Company for almost 10 years This company produces copper cable I am worked for Accountant Department and now I am a chief accountant of Ngo Han Company NL How long does your company have relationship with BIDV HCMC? Do you feel happy when trade at BIDV HCMC? TT My company and BIDV HCMC have been in relationship for over 20 years I guess I feel happy in transaction with your bank However, I am a hard person Therefore, I think you bank has some problems that need to be corrected now to convince me that your bank is better than other banks NL What are problems that you mentioned? These problems made you feel uncomfortable and dissatisfactory, right? TT Hmm…The first thing is about your bank employees You know the work, behavior, supporting and giving good advices for customers of Customer Relationship Department employee will impact on my satisfaction The employees who worked with me in the past are very good at capturing my needs as well as advising me about interest rates, exchange rates The new one in recent time who your bank recruited did not that thing anymore Besides, they forgot in collecting my company debt two times in month This is unacceptable So, this is reasons why I not lke new Customer Relationship Department employee, especially, the employees who have less than years of working experience in banking industry The new employees or the employees who have less than years of working experience will not have enough knowledge, skills and experiences to solve customer’s problems quickly and effectively NL What anything else, Ms Tuyen? 49 TT Well, I think your bank serve customers very well, especially in security and privacy for customer information For all my transactions, your bank always requests the originals for implementing these transactions This will help to guarantee the crooks have no chance to make bad thing on my company’s account I appreciate this In addition, I think the information about my lending and deposit interest rate is privacy and need to be protected from the other companies in the same industry so that it may becomes one of competitive advantages of my company NL Well thanks for your answers Have a good day! Ms Tuyen TT You are welcome, Lan Appendix – Group INTERVIEW TRANSCRIPT Interviewer: Tran Ngoc Lan Interviewee: Mr Tran Dang Khoa – Manager of Customer Relationship Department NL Good morning, Mr Khoa How are you today? DK I’m fine What you need me help today? NL Today I need you to help me out with a short interview to share your thoughts as well as your opinions about customer satisfaction at BIDV HCMC This will take about your 15 20 minutes Are you fine with that? DK Sure! NL Okay Firstly, let me tell you something All the questions which I will give you there are no right or wrong answer because I want to focus on your own point of views DK Okay Got it NL Hmm Let me see How long have you been worked for BIDV HCMC? Which department are you working for and what is your current position in this department? DK I have been worked in Customer Relationship Department at BIDV HCMC for almost 10 years and now I am manager Customer Relationship Department 50 NL Do you think whether the customer satisfaction is important to banking industry nowadays? DK Working at BIDV HCMC for almost 10 years, I am sure about the importance of customer satisfaction in banking industry is undeniable I remember that in the past, a customer stopped all transactions at BIDV HCMC because an employee of Customer Relationship Department announced them a different interest rate compared to commitment He complained that this was very uncomfortable and the behavior of that employee to him as well as his company was also bad NL So, what impacts on customer satisfaction at BIDV HCMC in recent time that you think is important? DK Hmm…I think one of the most important impacts on customer satisfaction at BIDV HCMC in recent time is the time of processing loan disbursements As a manager of Customer Relationship Department 2, work face-to-face with customers, I heard many complain about the late in processing loan disbursements in recent time They said that they feel unhappy about that NL Do you have any ideas about why processing loan disbursements are late? DK I think that there is misunderstanding between Customer Relationship Department and Credit Management Department in processing loan disbursements at BIDV HCMC in recent times, leading to late in disbursements for customers NL Based on my interviews, many customers care about the interest rate Do you think it is an important reason that impacts on customer satisfaction? DK Hmm In my point of view, lending as well as deposit interest rate is important to customer but not much Customers are also human, also having feelings such as like, hate, love, hatred… When they have a good impression with any employee, they will tend to support that employee in completing assigned business plan although the interest rate at that time may higher than the other banks from 0.1%-0.2% NL So, you think the issues about time of processing loan disbursements at BIDV HCMC is more important and need to be solved now compared to the interest rate? DK Yup NL So can you suggest any recommendations for solving that issue? 51 DK I think we should build a program to provide tools for improving internal communication between Customer Relationship Department and Credit Management Department to reduce the misunderstanding between those two departments NL Okay Thanks for your helping Have a good day! Mr Khoa DK So you, Lan INTERVIEW TRANSCRIPT Interviewer: Tran Ngoc Lan Interviewee: Mr Nguyen Anh Duy – employee of Customer Relationship Department NL Good morning, Mr Duy How are you today? AD I’m fine What will we today, Ms Lan? NL Today, I need you to help me out with a short interview to share your thoughts and your opinions about customer satisfaction at BIDV HCMC This will take about your 15 - 20 minutes Are you ready? AD Of course! NL Okay Firstly, let me tell you something All the questions which I will give you there are no right or wrong answer because I want to focus on your own point of views AD Yup, got it madam NL How old are you? How long have you been worked for BIDV HCMC? Which department are you working for? And what is your current position in that department? AD I am 23 years old I have been worked in Customer Relationship Department at BIDV HCMC for almost year and now I am just an employee of Customer Relationship Department NL Do you think whether the customer satisfaction is important to banking industry nowadays? 52 AD Although I just have been worked at BIDV HCMC in almost year but I can see how the customer satisfaction impact on my work as well as my assigned business plan NL Why you say that? Could you tell me the reason? AD From beginning, I assigned to manage customers Those are Ngo Han Company, Tin Thanh Packaging Company and VNSTEEL – Ho Chi Minh City Metal Corporation As a new employee of Customer Relationship Department 2, I am very difficult to communicate with customers, especially in work face-to-face with Ms Nguyen Thi Thanh Tuyen - chief accountant of Ngo Han Company I heard that Ngo Han Company is a hard customer from the old employees, I was mentally prepared but that wasn't enough to help me work with them better NL Do you have any ideas to improve this situation? AD I think that I need to work more so that I can gain experiences when work face-to-face with hard customers Besides, I only just took part in a two-day training class before I started my work last year I think that If I have a chance or BIDV system opens addition training class in the future, I will take part in so that I can learn more NL In your opinion, what is the factor that affects most on customer satisfaction at BIDV HCMC? AD Hmm In my point of view, I think that is way employees treat their customers such as well behavior, giving good advices, supporting in work,… NL The factor that you were talking is the experiences in communicating with customers Right? AD Yes That is it! NL So can you suggest any solutions for improving that factor? AD I think we should hold more training class for someone like me to improve our knowledge as well as experiences and communication ability NL Okay Thanks for your answer Have a good day! Mr Duy AD So you, Lan 53 INTERVIEW TRANSCRIPT Interviewer: Tran Ngoc Lan Interviewee: Ms Nguyen Thi Kim Nhan – Manager of Human Resources Department NL Good afternoon, Ms Kim Nhan How are you today? KN I’m totally fine What we today, Ms Lan? NL Today, I need you to help me out with a short interview to understand more about BIDV HCMC operation as well as know more your opinions about the current situation of customer satisfaction at BIDV HCMC This will take about15 - 20 minutes of your time Could you help me? KN Of course, Ms Lan! We could begin immediately NL Thank you! Before start interviewing let me tell you something All the questions which I will give you there are no right or wrong answer because I want to focus on your own point of views KN Got it Ms Lan NL Firstly, how long have you been worked for BIDV HCMC? Secondly, which department are you working for? And thirdly, what is your current position in that department? KN I have been worked in Human Resources Department at BIDV HCMC for over 20 years and now My position is a manager of Human Resources Department NL As a manager of Human Resources Department, Do you think whether or not the behavior as well as experiences of an employee affect on customer satisfaction in banking industry nowadays? KN Although I just worked in Human Resource Department for most of time at BIDV HCMC, but I can see how the customer satisfaction affects on my bank’s business plan Therefore I am pretty sure that customer satisfaction is an important problem that my bank needs to be concerned about NL Which department at BIDV HCMC that works face-to-face with customers most? What are the responsibilities of that department? 54 KN The employees of Customer Relationship Departments are the ones who work face-toface with customers most The responsibilities of them are working with customer, convince them to disbursement and deposit money more as well as using more banking services at BIDV HCMC Thus, most of employees of Customer Relationship Department are always under pressure on business targets NL So, as a manager of Human Resources Department at BIDV HCMC, have you ever heard any complain from customers to employees of Customer Relationship Departments? KN Hmm I have heard complaints but it is from the managers of those Customer Relationship Departments They said that their customers complained about late disbursement and blamed that for employees of Customer Relationship Departments NL Do you think that late disbursement is mistakes from employees of Customer Relationship Departments like customer said? KN Hmm In my point of view, I think the responsibility for late in disbursement is from both Customer Relationship Department and Credit Management Department NL Why did you say that? KN I said that because I think the late in disbursement is because of the difference between responsibilities of two departments While Customer Relationship Department has to work well and fast to gain more profit to my bank, the responsibility of Credit Management Department is limiting the risk of loaning NL What else? KN The time for training new employee is also a problem It just takes days They will not be trained methodically and fulfill so that they are able to work well Moreover, most of new employees have working experience less than years, hence, they are not able to convince customers easily compared to the old employees with having more knowledge and experiences NL So you have any suggestions or any solutions for that problem? KN Hmm In think we should re - trained about the communication as well as develop soft skills for all Customer Relationship Department employees so that they can get more satisfy from our customers In addition, if we trained all the employees in both Customer Relationship Department and Credit Management Department are trained well, they would know how to gain more the customers satisfaction 55 NL Okay Thanks for your answer Have a good day! Ms Nhan KN So you, Lan 56 ... Bank for Foreign Trade of Vietnam – Ho Chi Minh City Branch and Bank for Foreign Trade of Vietnam – Ho Chi Minh City Branch Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch. .. Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch (BIDV HCMC) The customer’s satisfaction in Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch (BIDV. .. the profits Bank for Investment and Development of Vietnam – Ho Chi Minh City Branch (BIDV HCMC), Bank for Foreign Trade of Vietnam – Ho Chi Minh City Branch (Vietcombank HCMC) and Bank for Foreign