(Luận văn thạc sĩ) solutions to improve staff behavior – case in agribank song than

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business NGUYEN THI HONG LOAN SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: DR LE THI THANH XUAN Ho Chi Minh City – Year 2020 Contents List of Figures List of Tables Abbreviations Executive Summary Company Introduction 1.1 Viet Nam Bank for Agriculture and Rural Development 1.1.1 Overview 1.1.2 Vision and mission of Agribank Viet Nam 1.2 Agribank Song Than Industrial Zone branch 1.2.1 Overview 1.2.2 Organization chart of Agribank Song Than 1.2.3 Vision and mission of Agribank Song Than Problem context Problem identification 3.1 Symptom analysis 3.2 Problem analysis 12 3.2.1 Problem identification 12 3.2.2 Potential problems 13 3.2.2.1 Customer’s dissatisfaction 13 3.2.2.1.1 High price 14 3.2.2.1.2 Slow processing time (perceived transaction speed PTS) 15 3.2.2.1.3 Poor staff behavior 15 3.2.2.2 Poor perceived electronic service quality 16 3.2.2.2.1 Inconvenience website design 17 3.2.2.2.2 Slow speed of download the site content 18 3.2.2.3 Poor customer relationship 18 3.2.2.4 Poor corporate image 19 3.2.3 Problem validation 21 3.2.4 Main problem consequences 22 Cause analysis 22 4.1 Potential causes 22 4.1.1 Lacking working capability 22 4.1.1.1 Lacking of communication skill 23 4.1.1.2 Lacking of problem-solving skill 24 4.1.2 Demotivation of working 24 4.1.2.1 Lacking of promotion opportunity 25 4.1.2.2 Unfair compensation and benefits 25 4.1.3 Job stress 26 4.1.3.1 Time pressure 26 4.1.3.2 Over workload 27 4.2 Cause validation 28 Alternative Solutions 31 5.1 The first alternative solution: 31 5.2 The second alternative solution: Training for managing heavy workload effectively 33 5.3 The third alternative solution: Restructuring the front-line service staff 34 5.4 Solution validation 36 5.5 Action plan implementation 37 Conclusion 41 Supporting Information 41 SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN List of Figures Figure Establishment and development of Agribank Viet Nam (Source: Financial Institutes Department of Agribank Viet Nam) Figure Organization chart of Agribank Song Than (Source: Internal data from Human Resource Department) Figure Initial diagram of symptoms and potential problems (Source: by the researcher) Figure Final diagram of the symptom and central problem (Source: by the researcher) Figure Initial cause and effect map (Source: by the researcher) Figure Final cause and effect map (Source: by the researcher) Figure Action plan implementation for staffing structuring in Agribank Song Than (Source: by the researcher) List of Tables Table Structure of Functional Department (Source: Internal data from Human Resource Department) Table Net profit from 20 VIP customers of Agribank Song Than branch (Source: Internal data from Planning and Capital Department) Table Characteristics and statistic number of 5-VIPS transactions (Source: Internal data from Planning and Capital Department) Table Statistic numbers about factors affecting on staff performance in Agribank Song Than case in 2019 (Source: from the researcher) Table The demand and shortage of workforce in Agribank Song Than (Source: by the Human Resource Department of Agribank Song Than) Table The workforce demands of departments in Agribank Song Than (Source: by the Human Resource Department of Agribank Song Than) Table Estimated time for the recruitment solution (Source: Human Resource Department of Agribank Song Than Branch) Table Estimated costs for the recruitment solution (Source: Human resource department of Agribank Song Than Branch) Table Estimated costs for the training course (Source: Human resource department of Agribank Song Than Branch) Table 10 Estimated time and costs for the restructuring solution (Source: Human resource department of Agribank Song Than Branch) SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Abbreviations 5-VIPS: Five-very important customers ABA: Asian Bankers Association Agribank Song Than: Viet Nam Bank for Agricultural and Rural Development – Song Than Industrial Zone Branch Agribank Viet Nam: Viet Nam Bank for Agricultural and Rural Development APRACA: Asia Pacific Rural and Agricultural Credit Association ATMs: Automated Teller Machines CICA: Confederation Internationale de Credit Agricole E-banking: Electronic banking EDC: Electronic Data Capture 10 E-service: Electronic Service 11 FDI: Foreign Direct Investment 12 IT: Intellectual Technology 13 KPIs: Key Performance Indicators 14 POS: Point of Sale 15 PTS: Perceived Transaction Speed 16 SOEs: State-Owned Enterprises 17 SWIFT: Society for Worldwide Interbank Financial Telecommunication 18 VIP: Very Important Person 19 WSBI: World Savings and Retail Banks Institute SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Executive Summary The purpose of this paper is figuring out the solution to improve the performance of the employees in Agribank Song Than From the symptom – decreased profit of five VIP customers in Agribank Song Than in 2019, through theories and the in-depth interviews with people of the bank and involved customers, the writer explores that the central problem is poor behavior of the staff and the main cause leading to this problem is over workload Moreover, the employee behavior plays an important role in customer’s satisfaction specialized in a service company as Agribank Song Than Therefore, it is necessary to find the resolution to solve the heavy workload for the employees Every organization will have their own strategies to increase the staff behavior The companies often focus on training or the compensation and benefits, and fail to mention the restructuring organization Restructuring is not a simple work because it can be received negative responses from the employees if it is not satisfying the staff’s demands From figuring out the real cause “over workload” leading to the decreased profits of five VIP customers, the thesis finds the best solution for this case in Agribank Song Than is reorganization which should be executed annually with a detailed action plan to enhance the employee behavior and working motivation SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Company Introduction 1.1 Viet Nam Bank for Agriculture and Rural Development 1.1.1 Overview The Council of Ministers of Vietnam established Vietnam Bank for Agriculture and Rural Development (also known as Agribank) on 26th March 1988 It serves the purpose of stimulating the development in the rural and agricultural sectors On 14th November 1990, the prime minister decided to change its name to Vietnam Bank for Agriculture After that, on 15th November 1996, Vietnam Bank for Agriculture and Rural Development was again the official name of this organization Agribank is the largest bank in Vietnam by most measures: capital, total assets, staff, operating network, and clients Its total assets as of 30th June 2019 was VND 1,359,012 billion There are 2232 branches in operation domestically with nearly 40.000 staff (1) Figure Establishment and development of Agribank Viet Nam (Source: Financial Institutes Department of Agribank Viet Nam) General Director: Mr Tiet Van Thanh Head office’s location: Number 2, Lang Ha Street, Ba Dinh District, Ha Noi City, Viet Nam Operation network Agribank has largest operational network in Vietnam with 2,232 branches and transaction offices; one branch in Cambodia, three representative offices, five subsidiaries, 68 banks on wheels (1) Auto-banking system of 2,885 ATMs including 46 auto banks, 21,850 POSs; the number of cards issued of 25,701,339 (1) Labor force of nearly 40,000 professional and loyal employees with good command of the local market.(1) Agribank has correspondent relationships with 738 foreign banks in 86 countries.(1) SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Business performance as of June 30th, 2019 (1) Total Assets: VND 1,359,012 billion (6% higher than that at beginning of the year) Mobilization from market 1: VND 1,254,231 billion (5.7% higher than that at beginning of the year) Mobilization from public: VND 1,010,097 billion (approximately 80.5% of total mobilization) Outstanding loans: VND 1,054,047 billion (4.9% higher than that at beginning of the year) Profit before tax: VND 7,082 billion (meeting 70.8% target of the year) Service fee income: VND 3,162 billion (meeting 51.1% target of the year) Owner’s Equity: VND 62,717 billion Total Capital: VND 69,930.5 billion Role in agriculture and rural development (1) Proportion of agriculture loans to total outstanding loans of 67.8%, accounting for 50% of the total investment of banking sector in this industry Providing many loan packets and credit programs for agriculture and rural areas Cooperating with the largest agricultural machinery manufacturers in the world to provide credit support for sale of agricultural machines and equipment to develop high-tech agriculture, large sample fields International cooperation (1) Being active Member of: - Asia Pacific Rural and Agricultural Credit Association (APRACA); - World Savings and Retail Banks Institute (WSBI); - Confederation Internationale de Credit Agricole (CICA); - Asian Bankers Association (ABA)… Receiving and implementing foreign credit projects through the Government; being in partnership with international donors in carrying out the projects of socio-economic development in Vietnam Social responsibility Agribank always focuses on the responsibility towards the social community through social and charity operations that aim at poverty elimination, rural transportation development, education and healthcare improvement, calamity and disease relief, climate change prevention, home building for wartime heroes, sea and islands safeguard support Products and services (1) Agribank has more than 200 products and services classified into groups: Savings, Loan, Domestic and International Payment, Foreign Exchange, Investment, Domestic and International Card, SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Electronic Banking, Associated products and services which meet the needs of individual and corporate customers Modern and diversified distribution network includes branches, transaction offices and banks on wheels nationwide, correspondent banks in many countries in the world, ATM, EDC/POS network; via Mobile, Internet Banking and other customer connection channels Products and services for individual customers (1) Saving deposits (in local and foreign currencies); Payment accounts (used for all payment channels and payment services of Agribank, issuance of ATM cards, payment of electricity bills, water bills, school fees, payments to the State budget, etc ); Issuance of valuable papers; Loan provision (lending, guarantee, valuable paper discount); Domestic payments (remittance, payment of bills, cash service, cheques, receives from the State budget); International payments (inward/outward international payments, overseas remittance, border payments); Card services; E-banking services: Mobile banking, Agribank E-Mobile banking, E-Wallet, Internet banking; Cash management; Linkage service (insurance, collection of air tickets) Products and services for corporate customers (1) Mobilization (Payment deposit; term deposit; online deposit); Loan provision (lending, guarantee, valuable paper discount, factoring); Domestic payments (remittance, bill payment, cash service, cheques, State budget collection); International payments (inward/outward international remittance, L/C-related services, collection, border payments); Foreign exchange; Card services (debit cards, credit cards, link cards, non-physical cards); E-banking services: Mobile banking, Agribank E-Mobile banking, Internet banking; Cash management; Linkage service (insurance, collection of air tickets) Products and services for financial institutions (1) Money market and foreign exchange; SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Account service, bilateral payment connection; Cooperation in cash management (collect and pay out at customer’s location); Cooperation in overseas remittance; Cooperation in international payments; Cooperation in border payments; Syndicated loans 1.1.2 Vision and mission of Agribank Viet Nam Vision “To be the modern and the leading bank in Vietnam with “Safe, Effective and Sustainable” development of high competitiveness and full international economic integration.” (1) Mission “To be the leading State-owned commercial bank in Vietnam which plays a dominant and key role in the national economy, particularly in the investment in agriculture sector, rural areas and farmers, contributing to socio-economic development of the country.” (1) 1.2 Agribank Song Than Industrial Zone branch 1.2.1 Overview Agribank Song Than Industrial Zone branch was founded on 05th April 2000, upgraded into a grade 1-branch and managed directly by Agribank Viet Nam at the end of year 2007 Its head office is based in Number 27, Thong Nhat Boulevard, Song Than Industrial Zone, Di An District, Binh Duong Province, Viet Nam Besides the headquarter, it has two grade 2-branches and five transaction rooms located in Di An and Thuan An district with 185 employees The products and services of Agribank Song Than include all the products and services of Agribank Viet Nam for individual customers and corporate customers (2) Director: Mr Pham Dang Bo Business performance of Agribank Song Than as of December 30 th, 2019 (2) Total Assets: VND 12,378 billion Mobilization: VND 10,585 billion Outstanding loans to the economy: VND 7,596 billion Profit before tax: VND 125.71 billion Service fee income: VND 21.73 billion 1.2.2 Organization chart of Agribank Song Than Agribank Song Than runs the business with 185 talents divided into functional departments as below: SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 59 speed of e-banking service Yes, I see Thank you so That’s alight If you have much for your responses! any questions, please feel Goodbye! free to ask me Goodbye! In-depth interview  Interviewer: Nguyen Thi Hong Loan  Interviewee: Ms Vu Hong Anh  Title: Manager of Human Resource Department  Time: 30 minutes on March 20, 2020 Question Answer Coding (Key answer) Hello Ms Hong Anh! Hello Ms Loan! My name Vu Hong Anh…manager of the Would you please is Vu Hong Anh I’m the Human Resource Department introduce yourself? manager of the Human Resource Department Yes, of course Yes… I have figured out that one I have collecting from a few …resignation employees’ ideas… of the potential problems resignation employees’ …employees’ for the symptom profit ideas, two of major factors dissatisfaction…lacking decrease in our bank is for employees’ opportunities for demotivation of working dissatisfaction are lacking promotion…unfair compensation especially with unfair opportunities for promotion and benefits… May I ask you something about the employees of Agribank Song Than? compensation and benefits; and unfair compensation and lacking of promotion and benefits among opportunity So, please let employees in either the me know what you same or other departments think about this potential Moreover, some employees …dissatisfied…what they have problem? still compare the received… compensation and benefits …compare… SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN with each other They are 60 …new employees… dissatisfied with what they have received from their performance especially happening with new employees What you think about Only a few fresh employees …few fresh employees… the working skills of new are really lacking of …lacking of working capability… employees? working capability, they are …confused and confused and embarrassed embarrassed…managing…daily in managing their daily jobs jobs… and need to get acquainted …get acquainted…after the first with the jobs after the first two or three months two or three months How you think about Recruitment is also a Recruitment…solution…should the recruitment? Is it the solution that our bank consider best solution for our bank should consider However, when it seems that all the income of each income…depending on…final departments are always in employee is depending on outcomes…divided…total…staff… over-workload status? the total final outcomes of Agribank Song Than divided for the total number if increasing…staff…needs of the staff so if increasing increasing…profits…to the quantity of the staff ensure…income means that Agribank Song for…employees… Than needs increasing their profits to ensure the same or bigger income for the more pressure on financial employees This creates operations… more pressure on financial operations of Agribank Song Than Thank you for your supporting! My pleasure, Ms Loan! SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 61 In-depth interview  Interviewer: Nguyen Thi Hong Loan  Interviewee: Ms B.K  Title: Employee of Accounting Department  Time: 25 minutes on March 20, 2020 Question Answer Coding (Key answer) Hello, Ms B.K! Would you Hello! My name is B.K I …B.K… share something about am the employee of …employee…Accounting yourself? Accounting Department Department How many years have you I have worked for Agribank …worked… worked as a teller of Song Than in three years …in three years How you feel about your I feel satisfied with my …satisfied…current position current job? current position Please clarify more details When working in Agribank .working in Agribank Song what things make you Song Than, I have learnt Than… satisfied with your job? many skills from training …learnt many skills… Agribank Song Than? courses, from colleagues and from the real cases How you think about the To me, the promotion …the promotion promotion opportunity in opportunity is the chance opportunity…chance for learning Agribank Song Than? for learning and developing and developing myself… myself day by day And I …respect…managers and board respect the managers and of directors…they… board of directors because …good experience, excellent they have good experience, skills and real enthusiasm… excellent skills and real enthusiasm for the work I …believe…if we have capability believe that if we have enough and good working capability enough and good performance… working performance, we …will have…equal chances for promotion SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 62 will have the equal chances for promotion Oh, so good I’m glad to You are welcome! hear it Thank you for your Goodbye! cooperation! Goodbye! In-depth interview  Interviewer: Nguyen Thi Hong Loan  Interviewee: Mr D  Title: New employee of Corporate Finance Department  Time: 25 minutes on March 20, 2020 Question Answer Coding (Key answer) Good afternoon, Mr D.! Good afternoon! I’m D …D… Please introduce yourself! I am new employee of … new employee of Corporate Corporate Finance Finance Department Department How long have you worked Eight months Eight months So, you are fresh employee In the probationary …probationary Would you mind to share period, I am embarrassed period…embarrassed…contacting your difficulties when in contacting with the with…customers… working here? customers and feels so …hard to finish all…tasks… hard to finish all daily …two months…processed in Agribank Song Than? tasks In that two months, transactions… I have processed …slow speed…often make transactions with slow mistakes… speed and often make mistakes because all tasks seem too difficult to me SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Oh, really? 63 Yes, it’s true Sometimes, …I think…I am not good I think that I am not good enough… enough to this job And then? Fortunately, after that …after that period… period, I can manage my …I can manage…job better… job better and it more …more effectively effectively How can you manage your Surely that I have support …have support from… job with or without any from my managers and support? my colleagues to …managers and…colleagues… overcome the probationary period …Gradually…acquainted Gradually, I’ve with…jobs acquainted with my jobs Thank you! Have a good It’s my pleasure! Nice day! day! In-depth interview 10  Interviewer: Nguyen Thi Hong Loan  Interviewee: Ms M  Title: Employee of the Corporate Finance Department  Time: 30 minutes on March 20, 2020 Question Answer Coding (Key answer) Good afternoon, Ms M.! Good afternoon! I’m M …M… Would you please introduce I am an employee of … an employee of Corporate yourself? Corporate Finance Finance Department Department How long have you worked I have worked here in in Agribank Song Than? five years Do you have job stress? Yes, I have stress in …worked…in five years …have stress in doing…jobs doing my jobs Please tell me more about it! My department often works on every Saturday …often works on every Saturday… SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 64 because we don’t have …don’t have enough time to enough time to handle all handle all tasks… tasks I and my colleagues sometimes …sometimes feel stress because of feel stress because of heavy workload heavy workload So you think that heavy Yes, heavy workload has …heavy workload…strongly workload has effected on strongly effected on my effected on…work-life balance… your work-life balance and work-life balance I feel …stress so sometimes…have poor your performance in the stress so sometimes I performance with…customers office? have poor performance with the customers Would you have any I hope that in the near …hope…in the near future… suggestions for the board of future my department …have new employees to directors to solve your heavy will have new employees share…tasks… workload? to share our current tasks …necessary to train us how to Moreover, it’s necessary manage…jobs more effectively to train us how to manage especially for the fresh employees the jobs more effectively especially for the fresh employees Thank you! Have a good Don’t mention it! Have a day! nice day! In-depth interview 11  Interviewer: Nguyen Thi Hong Loan  Interviewee: General Director of the company  Time: 20 minutes on January 15, 2020 Question Answer Coding (Key answer) Good morning! Nice to meet Good morning! Glad to see you! you! SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Today, I would like to Yes, it’s good to hear that receive your comments or Our sales in 2019 has advice to help us develop the increased nine percent in services and products comparison with the same Would you mind to share period in 2018 something about the sales Each time my company and which makes you wants to buy USD for unsatisfied with our bank? payment import goods to the foreign parties, I often ask 65 …sales in 2019 has increased… …buy USD… …ask the exchange rate… the exchange rate from Agribank Song Than, Shanghai Commercial Bank, First Commercial Bank, and …comparison…the selling Vietcombank, etc In price of your bank is higher comparison, I see that the than…those banks selling price of your bank is higher than that of those …talk with…your…employee banks in Chinese but she…not Furthermore, I talk with your understand… bank’s employee in Chinese but she may not understand …ignores me… my demands Moreover, she …I have to wait and find ignores me and talks with the another one…speak Chinese… other customer when I have to wait and find another one who can speak Chinese to transaction for me Are there anything else that Yes! I try to use your e- you want us to improve? banking services but there are …use…e-banking services… some inconvenience points …inconvenience… such as using too many …too many passwords to passwords to register or I register…click on every line on have to click on every line on the screen when approving the screen when approving transactions… SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 66 transactions instead of …please consider redesign… choosing all So please .more convenience consider to redesign the website for more convenience Thank you for your sharing! You are welcome! Nice day! We will try to make it better Goodbye! Have a great day! Goodbye! In-depth interview 12  Interviewer: Nguyen Thi Hong Loan  Interviewee: General Director of the company  Time: 20 minutes on January 15, 2020 Question Answer Coding (Key answer) Hello! I’m very glad to see Hello! I’m glad to see you you! too! Firstly, may I ask about your Yes, certainly In 2019, we …2019…signed more sales sales in 2019? have signed more sales contract…than in 2018 contract with both domestic and foreign parties than in 2018 Would you share something My company needs to …company needs…borrow about our service and borrow money from banks to money… product quality? buy materials to meet the requirements from big orders of foreign buyers However, …your loan interest…higher your loan interest is higher than…E.SUN bank So… than that in the E.SUN bank …choose E.SUN bank… So I have to choose E.SUN bank although I ask your bank first SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN Are there anything else? 67 The money amount on e- …money amount on e- banking application is banking… rounded into one decimal …rounded into one decimal… number while the paper slips …paper slips…two decimal show two decimal numbers numbers… It makes our accounting …accounting department hard department hard to follow to follow and input…correct and input the correct data on data…reports daily reports May I have your advice? In general, your bank’s …service quality…rather good service quality is rather good …should I think your bank should reference…interests…other reference the interests of commercial banks…to have other commercial banks to …good price policy… have the good price policy for the customers …should fix…errors… Furthermore, you should fix …e-banking to satisfy…clients the errors of your applications especially ebanking to satisfy your potential clients Thank you for your sharing! You are welcome! Nice day! We will try to make it better Goodbye! Goodbye! In-depth interview 13  Interviewer: Nguyen Thi Hong Loan  Interviewee: General Director of the company  Time: 20 minutes on January 15, 2020 Question Answer Coding (Key answer) Good afternoon, Sir! Thank Good afternoon! You are you for taking your time to welcome! join this interview! SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 68 Would you mind sharing Although there are some …some difficulties …finding about your sales in 2019? difficulties in finding new new customers, our customers, our sales still sales…grown…in comparison have grown in comparison with in 2018 with in 2018 Would you share something Your charges for domestic …charges…domestic about our service and transfer is higher than transfer…higher than product quality? Vietcombank’s charges when Vietcombank… I transfer the same money to the same beneficiary Are there anything else? I also have a problem with my …problem with…credit card credit card Your employees Your employees instruct me to move to several instruct…move to several counters at your bank but at counters… last no one helps me to solve …at last no one helps me… my problem I feel that your employees are not ready for …employees…not ready for supporting customers to solve supporting… problems because there will waste their time How about our e-banking I have to wait five minutes to …wait five minutes to service? register in your bank’s e- register…e-banking system banking system while I just while… need a few seconds with the …a few seconds other banks’ applications with…other…applications Maybe there’s a problem with the bandwidth of the system …problem…bandwidth… but this happens frequently …happens frequently Thank you for your sharing! It’s great! See you again! I have noted all and I will Goodbye! contact with the relating departments to solve them Goodbye! SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 69 In-depth interview 14  Interviewer: Nguyen Thi Hong Loan  Interviewee: General Director of the company  Time: 15 minutes on January 15, 2020 Question Answer Coding (Key answer) Good afternoon! It’s my Good afternoon! Glad to see pleasure to meet you! you! Today, I have carried out a survey about customer service of Agribank Song Than Would you tell me something about your business in 2019? Oh, our business is still good, we have signed many sales contracts with customers in …our business…still good,…signed…many sales contracts…in 2019 2019 Oh, it sounds great! Yes, thanks! How you feel about our I have to wait for a long time to …wait for a long time… bank’s service and product be served because your …customers…so crowded quality? customers are so crowded I see …employees…explain too that your employees have to many… explain too many things for …for personal customers personal customers Besides, I …problems… think that may have some …processing speed… problems with your processing speed on salary paying days How about our e-banking When I switch from this screen …switch from this screen to service? to other screen in e-banking, it’s other screen…e-banking… not as smooth as I hope Its …not smooth… loading speed is too slow …loading speed is too slow Thank you! I will contact with Thanks! I hope to hearing from the relating departments to you soon! Goodbye! solve the problems Goodbye! In-depth interview 15  Interviewer: Nguyen Thi Hong Loan  Interviewee: General Director of the company SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN  70 Time: 15 minutes on January 15, 2020 Question Answer Coding (Key answer) Hello! It’s my pleasure to see Hello! Glad to see you! you! Would you tell me Although the sales of the …sales…wood industry in something about your wood industry in 2019 is 2019…not brighter than in 2018; business in 2019? not brighter than in 2018; however, our company…gets big however, our company sales orders…from Japan and still gets big sales orders South Korea… with partners from Japan and South Korea The profits of our company …profits…increased… have increased in this year I’m glad to hear it! Thanks! How you feel about our My documents for …borrowing money… bank’s service and product borrowing money have …loan officer…mid of quality? given to your bank’s loan October…until the end of officer on mid of October October… 2019, but until the end of …received the refusing… October 2019, I have …our company…not…enough received the refusing conditions for a new loan from that officer because …very disappointed… our company does not have enough conditions for a new loan I am very …wastes my time and effects my disappointed because I business have to wait a half month to know the answer It wastes my time and effects my business SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 71 How about our staff I register Internet …register Internet banking… performance? banking service at your …employee…not explain clearly… bank, but your employee …about this service… does not explain clearly …I have no experience… for me about this service while I have no experience for it Are there anything else that Yes, I’ve just …problem with e-banking you want to share with us? remembered a problem service… with e-banking service …input data in the same screen Sometimes I have to more than three times because… input data in the same …error loading… screen more than three …got hassle… times because of error loading I really got hassle with this problem Thank you so much for your You are welcome! See responses! I hope that our you! Goodbye! bank and your company will have good cooperation in the future Goodbye! SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 72 REFERENCES Internal data from Financial Institutes department of Agribank Viet Nam 2019 Internal data from Human resource department of Agribank Song Than Branch 2019 Internal data from Planning and Capital department of Agribank Song Than Branch 2019 Sehirli M, Fidan Y, Cengiz H Why Did They Switch? How Will They Come Back? 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Organization Sloan Manage Rev 1994 Summer;35(4):81 ... problem of poor staff behavior to satisfy customers in Agribank Song Than? ??s case SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 22 Figure 4: Final diagram of the symptom and central... opinions Three groups for interviewing including: SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN  The first group: key people of Agribank Song Than Mr Pham Dang Bo – Director... company have increased in this year.” SOLUTIONS TO IMPROVE STAFF BEHAVIOR – CASE IN AGRIBANK SONG THAN 12 Through literature and in- depth interviews in this real case of Agribank Song Than, potential