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Dong Trung Chinh Erich i Thai Nguyen University Southern Luzon State University DEED OF DECLARATION I, Chinh DONG TRUNG, hereby submit my thesis for oral examination, entitled “Credit services quality of Vietnam Joint stock commercial bank for industry and trade - VietinBank”, truthfully declare that the said paper is a product of my original research investigation. The data presented in the paper have clear origin. PhD candidate Chinh DONG TRUNG - ERICH Dong Trung Chinh Erich ii Thai Nguyen University Southern Luzon State University ACKNOWLEDGMENT This research was a process of learning that asked for the involvement of individuals, companies and institutions. During my research period, I received unconditional co-operation from many individuals/organizations, and their support was a key factor in successfully completing the thesis. I greatly appreciate the contribution of everyone involved and I apologize to those I do not mention by name. First of all, I am especially grateful to my supervisors, Profssor, DR. Conrdo L. Abraham, who provided me with valuable guidance and comments throughout the research period. I also thank my supervisor for giving me the opportunity to work in the area of my interest. I would also like to thank the members of the reading for reading the manuscript and for providing me with constructive comments. I would also like to thank: Professor, Dr. Do Anh Tai, Dr. Pham Hong Manh has dedicated help me during this research, read the manuscript and provided me with constructive comments. I extend especial thanks to the board of Rectors of Hanoi University of Industry for permiting me to follow the doctoral course and creat favorable conditions for me to accomplish this dotor course. I would also like to express my gratitude to Thai Nguyen University, Southern Luzon State University and their professors for organization, support and help during the dotoral course. The Manager and Staff of accounting companies as customer VietinBank my interview, the patience and their cooperation in answering these questions and other data are given; I wish to express my sincere thanks to my families and friends, who were dedicated to helping me to complete this study, and all those who have contributed to make this study a success. Hanoi, 9 th Augus 2013 Dong Trung Chinh – Erich Dong Trung Chinh Erich iii Thai Nguyen University Southern Luzon State University TABLE OF CONTENTS Content Page DEED OF DECLARATION : i ACKNOWLEDGMENT ii TABLE OF CONTENTS . iii LIST OF TABLES . v LIST OF FIGURES . vi LIST OF CHARTS vii Rating Sheet ix PUBLICATIONS RELATED TO THE THESIS x CHAPTER I: INTRODUCTION 1 1.1. Background of the Study . 1 1.2. Statement of the Purpose 3 1.3. Significance of the Study . 4 1.4. Scope and Limitations . 5 1.5. The structure of the thesis . 6 Chapter 2: REVIEW OF RELATED LITERATUES AND STUDIES . 7 2.1. Review of related literature and studies 7 2 2. Conceptual Framework 16 2.3. Hypothesis 26 2.4. Definition of Terms and Variable . 28 CHAPTER 3: METHODOLOGY 29 3.1. Research Design 29 3.2. Research Locals 30 3.3. Samples and Sampling Techniques Used 31 3.4. The analytical tools and data processing (Instrumentation) 33 3.5. Procedure . 33 3.6. Statistical analysis of the data . CHAPTER 4: RESULTS AND DISCUSSION 36 4.1. Research Results . 36 4.2. Discussion research 52 CHAPTER 5: SUMMARY, CONCLUSIONS AND RECOMMENDATIONS 66 Dong Trung Chinh Erich iv Thai Nguyen University Southern Luzon State University 5.1. Summary 66 5.2. Conclusion . 68 5.3. Recommendatio . 69 BIBLIOGRAPHY 74 APPENDICES 1 . 80 APPENDICES 2 . 85 APPENDICES 3 . 92 APPENDICES 4 97 CURRICULUM VITAE 104 . 104 Dong Trung Chinh Erich v Thai Nguyen University Southern Luzon State University LIST OF TABLES Content Page Table 3.1: Distribution of the sample in the study area . 30 Table 4.1: Business objects to the transaction at VietinBank . 39 Table 4.2: Table of Customer interest rate 41 Table 4.3: Status of the duly repaid for the credit loans . 42 Table 4.4: The ease of approaching business credit in bank loans VietinBank . 43 Table 4.5: The difficulty of accessing credit business loans at banks VietinBank 43 Table 4.6: Reliability Analysis – Scale: “Tangible” 44 Table 4.7: Reliability analysis – Scale: “Reliability” 44 Table 4.8: Reliability analysis – Scale: “Responsiveness” . 45 Table 4.9: Reliability analysis – Scale: “Empathy” . 45 Table 4.10: Reliability analysis – Scale: “Assurance” 46 Table 4.11: Reliability analysis - Scale: “Profile” 46 Table 4.12: Reliability analysis – Scale: “Satisfaction” 47 Table 4.13: Factor Analysis (EFA) . 47 Table 4.14: “Results extracted factor "satisfaction" . 48 Table 4.15: Correlations Analysis 49 Table 4.16: Results regression analysis . 50 Table 4.17: Results summary components factor analysis after discovery 53 Table 4:18: Statistical average component "Tangible" 56 Table 4:19: Statistical average composition "Credibility" 57 Table 4:20: Statistical average composition "Empathy" . 58 Table 4:21: Statistical average composition "Response" . 58 Table 4:22: Statistical average component "Assurance” . 59 Table 4.23: Statistics of the average "profile" 60 Table 4.24: Nonparametric Correlations 61 Table 4.25: Results of ANOVA analysis between qualities of service by gender 63 Table 4:26: Anova analysis results between qualities of service by gender 63 Table 4:27: Anova analysis results between quality of service and level of 64 Table 4:28: Anova analysis results between service quality by types of enterprise 65 Dong Trung Chinh Erich vi Thai Nguyen University Southern Luzon State University LIST OF FIGURES Content Page Figure 2.1: Model of customer satisfaction Teboul 17 Figure 2.2: Model technical and functional quality model . 18 Figure 2.3: Model quality service 'based distance (GAP model) 19 Figure 2.4: model of causal relationships between perceived qualities with 21 Figure 2.5: Model of cause and effect between the perceived qualities of 22 Figure 2.6: Model customer satisfaction index of the United States 23 Figure 2.7: The research model with hypotheses based on five dimensions by Parasuraman et al (1988) 27 Figure 3.1: The process of conducting research . 30 Dong Trung Chinh Erich vii Thai Nguyen University Southern Luzon State University LIST OF GRAPH Content Page Graph 4.1: Gender of clients in the study sample 36 Graph 4.2: Age group of Customer in transactions in VietinBank 37 Graph 4.3: The level of education of the Customer transaction VietinBank . 38 Graph 4.4: The position of the Customer in the transaction of business with 38 Graph 4.5: The object to business transactions VietinBank 39 Graph 4.6: Characteristics of customer transactions at banks VietinBank 40 Graph 4.7: Structure of credit loan companies in the survey sample . 40 Graph 4.8: Loan Purpose of businesses . 41 Graph 4.9: Evaluate approaching credit services . 42 Graph 4.10: The relationship between standardized residuals and standardized 61 Graph 4.11: Distribution of the estimated residuals from the regression model . 62 Dong Trung Chinh Erich viii Thai Nguyen University Southern Luzon State University PUBLICATIONS RELATED TO THE THESIS Dong Trung Chinh (2012). Solutions to reduce the credit risk of commercial banks. Research Journal of Finance and Accounting No. 05 (106) 2012 ISSN 1859 - 4093. http://www.hvtc.edu.vn Pham Hong Manh, Dong Trung Chinh (2013). Restructuring of the state - owner corporations: Some recommendations. Economy and Forrecast Review No. 06, 3/2013 (542) ISSN 0866.7120. http://kinhtevadubao.com.vn Pham Hong Manh, Dong Trung Chinh (2013). What effects the household businesses’ intention to ask for loans. Economy and Forrecast Review No. 08, 4/2013 (544) ISSN 0866.7120. http://kinhtevadubao.com.vn Dong Trung Chinh (2013). About the credit servicing quality at Vietinbank. Economy and Forrecast Review No. 09, 5/2013 (545) ISSN 0866.7120. http://kinhtevadubao.com.vn Dong Trung Chinh Erich 1 Thai Nguyen University Southern Luzon State University CHAPTER I INTRODUCTION 1.1. Background of the Study The commercial banks are increasingly shows and demonstrated its important role in the economy of each country, in which Vietnam is not an exception. During the past time, Vietnam's economy has been rapidly the integration with the world economy has created many opportunities but also many challenges to every field, all economic sectors, which has banks commercial. Credit activity is one of the main functions of the commercial banks, and this activity is to create the largest source of income for banks in Vietnam. The prosperity of the commercial banks will depend on the quality of services, especially credit services. Put in the context of the increasingly fierce competition today, improving credit quality to satisfy increasingly higher demands from customers are becoming major concerns of the commercial banks today. The emergence of the joint-stock commercial banks, innovation and strong advance of the big state-owned banks has brought better quality services, helping businesses and individual’s conditional selection banking transactions and access to banking services more easily. This has making competition between banks already fierce and now is fiercer. Do not stop at the same attract talent, enough banks are always looking for ways to entice customers to their dealings with banks, even banks are subject to the preferential policies on interest rates, insurance for customers "VIP" my clients have sales if large transactions, the demand for more credit, With the fierce competition takes place thus improving the quality of services is matter of survival for the competitiveness of the Bank. The fact that banking is highly the synchronism, so the problem is that banks do make a difference in service, high usability, the banks will have strong competitive advantages. VietinBank bank is one of the most large scale operations in Vietnam, with a wide branch network, have meet the demands investment from all economic sectors. Activity VietinBank credit is the main source of income, have created a large volume of asset for the bank. The total revenue, interest income and other expenses directly related to credit Dong Trung Chinh Erich 2 Thai Nguyen University Southern Luzon State University operations, representing 65% - 75%. However, the service quality of bank credit are still many limitations, such as the procedures are still frills loan, the loan the conditions still need the collateral, . All of these problems are obstacles for customers in approaching services at the bank credit. If these problems are not be resolved soon be potential risks for VietinBank in raising the competitiveness of the economy as well as enhance the reputation of VietinBank on the domestic market and internationally. Over the years, the general quality of service and service quality in commercial banks in particular have been many authors in the world research, such as: studies of Guo et al (2008) for measuring service quality in the banking market share in China, the study of Aldlaigan & Buttle (2002) for measuring the quality of banking services, and research research of Sureshchandar et al (2002) on the relationship between service quality and customers satisfaction. Most of the research on quality of service is based on the theoretical foundation for the quality of service Parasuraman et al (1985, 1988) proposes to develop and scale models in his studies. In Vietnam, access to credit and the quality of banking services is also quite a lot interested in studies author. These typical researches such as: Le Van Huy and Pham Thi Thanh Thao (2008) has assessed and consolidated measurement and indicators setting priorities to improve quality of service, a case study in the banking sector. Measuring customer satisfaction with the quality of banking services in Saigon Joint Stock Bank (2009) . Just like the research world, the works are studied using the theory of quality SERVQUAL service and scale of Parasuraman (1988) for applications in the banking sector. Meanwhile, research by Pham Hong Manh, Ha Thi Thieu Dao (2010) on access to credit services to use the theory TDP to assess the accessibility of credit services fisherman. Consciousness keenly this problem, leadership of VietinBank has many solutions, such as: raise charter capital and improve technology, product diversification and especially improve the quality of service in stages, including credit services to improve the quality of banking services to fast market share rapidly. Apparently, evaluation of credit quality service to more responsive customer satisfaction is a regular operation of VietinBank to know the quality of their service credit where there are gaps what with the customer's expectations for improved measures to improve service quality and its competitiveness is very necessary problem.