Factors affecting the decision of customer at ho chi minh city i nthe using the credit card of joint stock commercial bank for investment and development of vietnam BIDV

RESEARCH PROJECT (BMBR5103) FACTORS AFFECTING THE DECISION OF CUSTOMER AT HO CHI MINH CITY IN THE USING THE CREDIT CARD OF JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM (BIDV) STUDENT’S FULL NAME : NGUYEN HOANG NAM STUDENT ID : CGS00019876 INTAKE : SEPTEMBER 2015 ADVISOR’S NAME & TITLE : BUI PHI HUNG (DBA) February, 2017 Nguyen Hoang Nam – BMBR5103 ACKNOWLEDGEMENTS First of all, I would like to present my special thanks and my sincere gratitude to my advisor Doctor Bui Phi Hung for his constant guidance and advices He gave me a lot of valuable instructions which have been extremely useful for the completion of this dissertation I owe very special appreciation because of his academic support through the rough path that I have had from the beginning to the end of my dissertation Moreover, I would like to express my sincere thanks to my colleagues who are working together with me at BIDV for their tremendous help in data collection and necessary knowledge in the implementing process And I would also take this opportunity to express my gratefulness to all OUM professors, lecturers, tutors and staffs as well as my classmates for their collaboration during my studying period at MBA program Finally, I would like to express the deepest gratitude to my family and friends, the people always encourage me during my education for the past two years Thanks and best regards, Nguyen Hoang Nam Nguyen Hoang Nam – BMBR5103 REASSURANCES I declare the data in this dissertation is collected from actual, trustworthy, honest and objective source and hasnever been published in any other projects Additionally, I warrant that the dissertation has been sole conducted by me and I have applied relevant knowledge absorbed from the OUMMBA Program to complete my dissertation All my dissertation citations have been acknowledged in the dissertation references I am fully aware that any breach of the above is considered as cheating and leads to the exclusion of my dissertation from the OUMMBA Program Nguyen Hoang Nam – BMBR5103 ADVISOR’S ASSESSMENT Advisor’s Signature Nguyen Hoang Nam – BMBR5103 TABLE OF CONTENT Page ACKNOWLEDGEMENTS REASSURANCES ADVISOR’S ASSESSMENT TABLE OF CONTENT EXECUTIVE SUMMARY CHAPTER ONE: INTRODUCTION 1.1 Introduction: 1.2 Research aims and objectives 1.2.1 Research aims 1.2.2 Research objectives 1.3 Research questions: 1.4 Context and relevant 1.4.1 The BIDV’s background: 10 1.5 Scope of research 14 1.6 Limitations of research 14 1.7 Structure of research chapters 14 CHAPTER TWO: LITTERATURE REVIEW 16 2.1 Theoretical framework: 16 2.1.1 Theory of Reasoned Action (TRA): 16 2.1.2 Theory of Planned Behavior (TPB): 18 2.1.3 The Consumer Buying Behavior Patterns of Phillip Kotler: 19 2.2 The credit card 21 2.2.1 The definition of credit card 21 2.2.2 The related definitions about credit card: 23 2.3 The BIDV credit card: 24 2.3.1 The history of formation and development of BIDV 24 2.3.2 The BIDV credit card: 31 Nguyen Hoang Nam – BMBR5103 2.3.3 The consumer behavior 34 2.3.4 Overview of the Credit card in Vietnam at the moment: 36 CHAPTER THREE: METHODOLOGY 38 3.1 The research model: 38 3.2 Data collection: 41 3.3 Data analysis 42 3.4 Data processing and validating 49 CHAPTER FOUR: FINDINGS 51 4.1 Introduction 51 4.2 Frequencies descriptive statistics results: 51 4.3 Multi variable analysis 54 4.3.1 Descriptive statistic 54 4.3.2 Evaluating Scale Reliability (Cronbach’s Alpha) 56 4.3.3 Exploratory Factor Analysis (EFA) 59 CHAPTER FIVE: DISCUSSION 67 5.1 Introduction: 67 5.2 Key findings 67 5.2.1 The Credit card policy at BIDV and Vietnam (X1) 67 5.2.2 Knowledge about the credit card (X2) 68 5.2.3 The priority of payment by credit card (X3) 68 5.2.4 Significance of Credit card (X4) 68 5.2.5 Benefits from the credit card using (X5) 69 5.3 Adjustment of the conceptual framework 69 5.4 Regression analysis 70 5.4.1 Check on correlation assumption 70 5.4.2 Implementing Regression analysis 71 5.5 Conclusion 74 CHAPTER SIX: CONCLUSION 75 6.1 Introduction 75 6.2 Research key findings: 75 6.3 Implications of the research 76 6.3.1 The theoretical perspectives 76 Nguyen Hoang Nam – BMBR5103 6.3.2 The practical perspectives 76 6.4 Limitations of the research 77 6.5 The recommendations for the strategic orientation to develop the BIDV credit card 78 6.5.1 The Vietnamese Government 78 6.5.2 The BIDV 78 REFERENCES 81 APPENDICES 83 Nguyen Hoang Nam – BMBR5103 EXECUTIVE SUMMARY The world is more and more integrated, that created for the businesses not only many opportunities but also challenges So all the businesses set the top target to maximize the profit and bring the highest economic efficiency To achieve that, this requires the managers have the practical measures in their business strategies And one of the key strategies of the business is focusing on the sales process, especially is the customer behavior analysis The enterprises need to catch up the market trends and the customer’s demands From this, they can build the strategic orientations to develop their own products and services The life is more and more modern, so the people’ needs are also increasing The strategies to make the customer’s satisfaction take an important role in the development of enterprises The launching the products and services which can meet the need of customers can helps businesses generate revenue to offset the expenses, thereby making the profit to serve the development Therefore, the development in payment methods, especially though banks by cards cam help the customers minimize the risks and increase the convenience for not only the suppliers but also the consumers in the daily life Thus, this research topic focus on “Factors affecting the decision of the customer at Ho Chi Minh City in the using the credit card of the Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) Nguyen Hoang Nam – BMBR5103 CHAPTER ONE: INTRODUCTION 1.1 Introduction: This chapter provides general information relating research aim and objectives, research question, context and relevant, scope and limitations of research as well as announces the structure of this study 1.2 Research aims and objectives 1.2.1 Research aims Forms of payment by credit card has been present in Vietnam for over 10 years, but the interest of our customers for intelligent forms of payment in practice not be effective as expected This issue here is that there are a big amount citizens at Ho Chi Minh City prefers cash than card payment, especially credit card From the real status of using credit card at HCM City, there are some inconveniences when the customers apply the credit card in the daily life such as: - Many cards which is issued from many bank with a lot of kind of fees - Many debts occur in the using process, maybe from the fees or the security policy, the credit card information is exposed and used by a bad guy The previous researches: - Research model of the factors affecting the decision making and using ATM card in Vietnam (2006) – Le The Gioi & Le Van Huy (Source: http://doc.edu.vn/tailieu/mo-hinh-nghien-cuu-nhung-nhan-to-anh-huong-den-y-dinh-va-quyet-dinh-sudung-the-atm-tai-viet-nam-25012/) - Top Factors Affecting Customers’ Choice of Credit Card Services - of Janet Jhon (2011) (Source: http://www.articlesfactory.com/articles/finance/top-5-factors- affecting-customers-choice-of-credit-card-services.html) - Okan Veli Safak (2007), Motivating factors of credit card usage and ownership: evidence from Northern Cyprus, Economic research, Near East University, Turkey Because the previous researches are implemented in the period that the credit card was newly launched, the customer only knew domestic card So the researches about the behavior using credit cards much less, especially the international credit card Therefore, Nguyen Hoang Nam – BMBR5103 the issues of the research are implementing in the time when the credit card is used widely and popular Therefore, the research the factors affect to the decision using the credit card of BIDV will help the method to help the customer control the risk in the using credit card, take the actions to improve the convenience of the credit card 1.2.2 Research objectives - To evaluate the use of BIDV credit card of customer in the HCM City - To systemize the knowledge about the credit card, the advantages and disadvantages of BIDV credit card - To analysis the factors affecting to the decision of the customer in using the BIDV credit card from the reasons, purposes in thecredit card using process - To propose some solutions for BIDV to widen the customer segments in the HCM City in the development of the system of BIDV credit cards  The specific objective - To analysis the factors affecting to the customer’s behavior in decision to choose BIDV credit card at Ho Chi Minh City - From the result of the analysis, to propose the solution to improve the quality and quantity of the BIDV credit card for the developing strategy of BIDV 1.3 - Research questions: What are the factors affecting to the customer’s behavior in decision to choose BIDV credit card at Ho Chi Minh City? - What are the solutions to improve the quality and quantity of the BIDV credit card for the developing strategy of BIDV? 1.4 Context and relevant As Vietnam's economy integrates into the world economy, it has opened up the growth opportunities for the areas of social life, which includes the development of the field of Finance - Bank Vietnam has conducted open market in accordance with commitments to the world economic institutions Since then, the entry into the market of foreign banks, which have enough internal resources for capital and technology promise a fierce competition in the market of Finance - Bank of Vietnam Moreover, the reality in Nguyen Hoang Nam – BMBR5103 CHAPTER SIX: CONCLUSION 6.1 Introduction This dissertation is based on results of previous studies in the field of theories about customer behavior, specifically in banking credit The research model is based on the framework developed by Ajzen and Fishbein (Ajzen and Fishbein, 1970s) for determining critical factor in decision of the customer at Ho Chi Minh City in the using the credit card of BIDV The main purpose of the dissertation is to propose a research framework in order to determine critical factors that are important for development the credit card products of BIDV This chapter will present summary of the research findings Based on the findings, this chapter will present the implications of the study, limitations of the study and recommendations for the orientation and strategy to develop the BIDV credit card 6.2 Research key findings: This dissertation has developed and tested the conceptual framework about the relationship between critical factors to customer’s behavior at Ho Chi Minh City and criteria of Decision to use the BIDV credit card The result of the exploratory factor analysis and the regression analysis shows that the model including the variables of The Credit card policy at BIDV and Vietnam, Knowledge about the credit card, The priority of payment by credit card, Significance of Credit card and Benefits from the credit card using explained 76.50% of the variance in the dependent variable of Decision to use the BIDV credit card of customer at Ho Chi Minh City The result of the regression analysis also shows that critical factors including factors of the credit card policy at BIDV and Vietnam, the knowledge about the credit card and the priority of payment by credit card made significant role in decision of customer at Ho Chi Minh City to use the BIDV credit card The result also confirmed the criteria for factors affecting the decision of the customer at Ho Chi Minh City in the using the credit card of BIDV include Subject Norm about the credit card using behavior, the attitude toward the behavior in credit card using and the perceived behavioral control in credit card using that have been frequently used in previous 75 Nguyen Hoang Nam – BMBR5103 studies And the specifically are the features of BIDV credit card, the payment habit and the knowledge about the credit card of customers in the modern life And from the result, there would be a discussion which is organized in the internal of BIDV and between the representatives of BIDV with the Vietnamese government In the internal meeting of BIDV, we will propose the solutions to improve the quality and quantity of the BIDV credit card for the developing strategy of BIDV by enhancing the card payment habit of customer, making the BIDV credit card be more familiar in the daily life and improving the BIDV credit card policies Finally, in the discussion between the representatives of BIDV with the Vietnamese government, we will propose the solutions to develop the Vietnamese Credit card policy and making the conditions for the commercial banks in general and BIDV in particular such as about the technology, infrastructure, telecommunication, etc 6.3 Implications of the research The implications of dissertation are considered from theoretical and practical perspectives 6.3.1 The theoretical perspectives Based on the framework developed by Ajzen and Fishbein (1970s), author adjusted the model by adding the group of mental factors that is suitable customer’s behavior, specifically in banking section in Ho Chi Minh City or in any similar contexts The factors included in the groups were also extracted from literature review and adjusted before being put into the model The study has established a theoretical framework for determining critical factor and decision of customer This may be used for future research in customer’s behavior in other fields or national contexts 6.3.2 The practical perspectives According to the research findings, the the credit card policy at BIDV and Vietnam, the knowledge about the credit card and the priority of payment by credit card of customer have significant contribution to the decision of the customer at Ho Chi Minh City in the using the credit card of BIDV These findings have significant implications to the banking organizations, not only BIDV but also the other banks who will launch the financial project 76 Nguyen Hoang Nam – BMBR5103 and to BIDV card center managers who will be managing the credit card developing project - The banking organizations:  The findings help the banking organizations understand that the decision to use a product or service of bank will significantly depend on many factors such as: the service quality, the policy for customer, the infrastructure of the country, the population of the products, the habit of the customer and the benefits of the product bring back for the customer, etc as well as the improvements of the banking products in order to timely meet the needs of customers  These findings also help the banking organizations define clear objectives of the product developing project at the beginning, create the fluent process in the customer services - The BIDV card center managers  The research findings support the BIDV card center managers to understand the market situations and use their competencies such as communication, negotiating and credit card development to get full support from the organizations  Moreover, this also helps the BIDV card center managers catch the market trends, understand the customer demands From this, they can develop the better credit cards in order to timely meet the needs of customers 6.4 Limitations of the research During the implementing time, I noticed my research exist many limitations as follows: - Research duration is relatively short Moreover, the research objective is the decision and decision to use a product is BIDV credit card It means this always change with time So this study only makes sense in the short period of time - The research responders are limited, just only the customers who have relationship with BIDV and belong to a part of citizens at Ho Chi Minh The research findings are difficult to generalize to all customers in whole Ho Chi Minh City or vicinities for the subsequent studies 77 Nguyen Hoang Nam – BMBR5103 - The intensive knowledge about the issues of this research is still limited and flawed with myself So many problems have not been analyzed deeply and widely 6.5 The recommendations for the strategic orientation to develop the BIDV credit card To develop the BIDV credit card, we have to the strategic orientations to focus on the factors affecting to the decision of the customer at Ho Chi Minh City in the using the credit card of BIDV This is the responsibility of not only BIDV but also the support of the Vietnamese government 6.5.1 The Vietnamese Government The BIDV have to propose recommendations to the Vietnamese Government to create the foundation to change the payment habit of customer by the following plans: - Suggesting the Vietnamese Government improve the technological infrastructure to be good enough to operate the credit card payment systems - Making conditions for the domestic banks to develop and have enough capability to compete with the international banks - Coordinating with the mass media to build the national programs to promote the credit card activity, the benefits, effects and how to use the credit card for every citizen - Organizing the self-service networks management (ATM, POS) in order to ensure the banking service quality - Defining the role of the telecommunicating company in the supply lines, signal and telecommunication systems of data transmission, announced the results of the transaction - Proposing to the local government agencies to create favorable conditions for commercial banks in ATM installment, supporting banks in security issues at the ATM in the locality 6.5.2 The BIDV  Recommendations to improve the features of BIDV credit card: - BIDV Board of Manager 78 Nguyen Hoang Nam – BMBR5103  Promulgating the credit card policies about the issuing conditions, the credit card limit  Expanding the network and more closely linking with the systems which help the cashless payment activity develops  Strengthening the cooperation with international organizations about the credit card to exchange experiences and coordinate the card network development  Having the plan to brand developing and constantly enhancing brand reputation  Implement a wage bonus regulations follow the work efficiency to stimulate each staff to work enthusiastically and support the creation of the staff  Applying quality management systems to create a foundation to improve the quality of services and contribute to increase the reputation and the competitiveness of the BIDV - BIDV Card Center  Continuing widen the BIDV credit card network and the card-accepting units, invest the infrastructure and technique in order to catch up the development of credit card market in the future  Simplifying the procedures in granting BIDV credit card not only for Vietnamese customer but also for the foreign customers  Improving the security when using the BIDV credit card  Designing the outside of BIDV credit card to be more attractive  Recommendations to support for the customer the knowledge about the BIDV credit card in the modern life: - BIDV Board of Manager  Training for the employees, improve the skills in order to can introduce the BIDV credit card clearly to the customer - BIDV Card Center  Be careful in researching the needs and expectations of our customers about the credit card in order to constantly improve the BIDV credit card quality 79 Nguyen Hoang Nam – BMBR5103  Stepping up the BIDV credit card image promotion and product to consumers  Continuously improving business and communication skills for card employees, improves business efficiency  Creating many promotion policies for the customer such as discount when online shopping and pay at the BIDV POS 80 Nguyen Hoang Nam – BMBR5103 REFERENCES Le, The Gioi and Le, Van Huy, 2006, Research model of the factors affecting the decision making and using ATM card in Vietnam, viewed in 31 August 2016, http://doc.edu.vn/tai-lieu/mo-hinh-nghien-cuu-nhung-nhan-to-anh-huong-den-y-dinhva-quyet-dinh-su-dung-the-atm-tai-viet-nam-25012/ Hoang, Trong and Chu, Nguyen Mong Ngoc, (2008), Research Data Analyzing with SPSS, Hong Duc Publisher, HCM City Jhon, Janet, 2011, Top Factors Affecting Customers’ Choice of Credit Card Services, viewed in 31 August 2016, http://www.articlesfactory.com/articles/finance/top-5factors-affecting-customers-choice-of-credit-card-services.html Safak, Okan Veli, 2007, Motivating factors of credit card usage and ownership: evidence from Northern Cyprus, Economic research, Near East University, Turkey Fishbein, M & Ajzen, I., 1975, Belief, attitude, intention, and behavior: An introduction to theory and research, viewed in 31 August 2016, http://people.umass.edu/aizen/f&a1975.html Schiffman, L.G and Kanuk, L.L., 2004, Consumer Behavior, 8th ed., Prentice Hall, India Ajzen, I., 1991, Organizational Behavior and Human Decision Processes, p.179-211 Kotler, P & Armstrong, G., 1996, Principle of Marketing, 14th ed., Pearson Prentice Hall, Upper Saddle River, N.J., chap 5, p 132-163 Investopedia, 2016, Credit Card, viewed in 31 August 2016, http://www.investopedia.com/terms/c/creditcard.asp TheBank, 2016, What is Credit Card? The operating way of Credit Card, viewed in 31 August 2016, https://thebank.vn/posts/7994-the-tin-dung-la-gi-cach-thuc-hoat-dongcua-the-tin-dung Walsh, Shelby, 2016, Five trends that will change consumer behaviour in 2016, viewed in 05 September 2016, http://www.theglobeandmail.com/report-on-business/small- business/sb-growth/five-trends-that-will-change-consumer-behaviour-in2016/article28019355/ 81 Nguyen Hoang Nam – BMBR5103 Zeller, M., 1994, Determinant of credit rationing: A study of informal lenders and formal credit groups in Madagascar, World Development, vol 22, pp 1895-1907 Nunnally, JC., 1978, Psychometric theory, 2nd ed Joseph F Hair, Jr, William C Black, Barry J Babin & Rolph E Anderson, Multivariate Data Analysis, 7th ed., Pearson Education, New York, USA Mayers, L.S., Gamst, G., Guarino A.J., 2000, Analysis of Variance Designs, Cambridge University Press, New York, USA Anderson, J C., & Gerbing, D W., 1988, Structural equation modeling in practice: A review and recommended two-step approach, Psychological Bulletin, vol 103, no 3, pp 411-423 Website: BIDV.com.vn 82 Nguyen Hoang Nam – BMBR5103 APPENDICES APPENDIX B NG KH O SÁT RESEARCH QUESTIONAIRE Mã s phi u/ No : Kính chào q Anh/Ch , Dear Mr./Ms., Tơi Nguy n Hoàng Nam - sinh viên l p OUMMBA0915 – Khóa 19A – Tr ng i h c Open University Malaysia (OUM) Hi n th c hi n lu n v n t t nghi p v i đ tài “Nghiên c u y u t hàng TMCP nh h ng đ n quy t đ nh s d ng th tín d ng c a Ngân u t Phát tri n Vi t Nam (BIDV) c a khách hàng đ a bàn TP.H Chí Minh” Xin q Anh/Ch vui lịng cung c p thông tin b ng cách tr l i câu h i b ng kh o sát M i thông tin thu th p s đ vi c nghiên c u vi t lu n v n R t mong nh n đ c đ m b o bí m t ch ph c v cho c s h p tác c a Anh/Ch My name is Nguyen Hoang Nam, an student in OUMMBA0915-K19A of The Open University Malaysia (OUM) Now I an conducting the dissertation with the topic: “Factors affecting the decision of the customer at Ho Chi Minh City in the using the credit card of the Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV)” Please support me the information by answering the following questions in the questionaire Every collected information will be kept in secret and only served for the research I am looking forward to the cooperation of Mr/Ms Nguyen Hoang Nam Tel: 0907478177 Email: namnguyenhoangbidv@gmail.com  83 Nguyen Hoang Nam – BMBR5103 H ng d n chung: Anh/Ch tích d u () vào m i ô tr ng tr c đáp án tr l i mà Anh/Ch l a ch n: Direction: Please put a checkmark () into the blank box before each your selection: Ph n 1: Thông tin v vi c s d ng th tín d ng Part 1: Information on behavioral decision to use credit cards: Anh/Ch vui lòng cho bi t m c đ đ ng ý c a đ i v i nh ng phát bi u sau: H ng d n: Có m c đ dành cho s đ ng ý c a Anh/Ch v nh n đ nh bao g m: Please give your level of agreement with the following statements: (There are levels of agreement as follows: Hồn tồn khơng đ ng ý Không đ ng ý Trung l p /Totally disagree /Disagree /No idea ng ý /Agree Hồn tốn đ ng ý /Totally agree Anh/Ch tích d u () ho c khoanh trịn vào s phù h p v i m c đ đ ng ý c a Anh/Ch đ i v i nh n đ nh, ý ki n đ c đ a ra.) Please put the checkmark () or circle the suitable number according to your level of agreement about the statements.) Quy chu n ch quan v hành vi s d ng th tín d ng - Subject Norm (SN) about the credit card using behavior B n cho r ng h th ng pháp lu t đ hoàn thi n đ b o v ng i s d ng Th tín d ng có tranh ch p./ The legal system is completed enough to ensure the cardholder’s 5 interests in case of disputed Nh ng ng i quan tr ng v i b n ng h b n s d ng th tín d ng./ People who are important with you support you in using of credit cards B n cho r ng h t ng công ngh c a Vi t Nam đ đ v n hành t t h th ng toán Th tín d ng./ The 84 Nguyen Hoang Nam – BMBR5103 technological infrastructure of Vietnam is good enough to operate the credit card payment systems M t b m t th , b n tin r ng s khơng b t n th t./ Once the credit card is lost, the cardholder won’t be 5 damaged about the asset B n cho r ng đ a m ch p nh n tốn b ng Th tín d ng c a BIDV ph bi n r ng kh p./ The POS of BIDV is common and widespread B n bè, đ ng nghi p c a b n khuy n khích b n s d ng th tín d ng./ Your friends and colleagues support you in using of credit cards Thái đ v hành vi s d ng th tín d ng - Attitude toward the behavior (ATB) in credit card using B n cho r ng th t c c p Th tín d ng c a BIDV nhanh g n khoa h c./ The procedures for credit card granting 5 5 at BIDV is quick and science B n cho r ng s d ng Th tín d ng, b n gánh ch u nhi u lo i phí lãi su t./ When using the credit card, you have to incur more fees and interest rates B n cho r ng u ki n c p Th tín d ng c a BIDV d đáp ng./ The conditions for credit card granting at BIDV is easy to respond B n cho r ng BIDV làm t t công tác gi i thi u s n ph m Th tín d ng c a mình./ BIDV has implement well in introduction about the credit card products B n quan tâm nhi u đ n vi c Th tín d ng có th giúp b n mua s m qua n tho i Internet./ The credit card can help you to go shopping online and by phone 85 Nguyen Hoang Nam – BMBR5103 Th ng hi u c a BIDV có tác đ ng l n đ n quy t đ nh l a ch n c a b n./ BIDV brand has a great impact on the 5 5 5 decision to your choice when using the credit card B n cho r ng hình th c khuy n s d ng Th tín d ng h p d n đáng quan tâm./ The promotion forms when using BIDV credit cards is attractive and interesting B n mong mu n s d ng Th tín d ng nhi u ng xung quanh b n s i d ng./ You use credit card because the around people are using S d ng th tín d ng giúp b n nâng cao đ c giá tr c a b n thân./ Using a credit card to help you improve the value of yourself Th tín d ng mang l i cho b n s an tâm, tin t ng, thoái 10 mái ti n l i s d ng./ Credit cards give you peace of mind, confidence, comfortbly convenience when using B n quan tâm nhi u đ n h n m c l a ch n Th tín 11 d ng./ You pay more attention to the limit when deciding to use the BIDV credit card Nh n th c ki m sốt hành vi dùng th tín d ng - Perceived Behavioral Control (PBC) in credit card using Thanh toán b ng Th tín d ng n anh/ch m t ki m soát chi tiêu./ Payment by credit card makes you 5 easy to control in expenditure B n có nhu c u th ng xuyên ph i s d ng đ n th tín d ng./ You have the regularly need to use the credit card 86 Nguyen Hoang Nam – BMBR5103 B n cho r ng s d ng Th tín d ng s t đ i an tồn (tính b o m t xác)./ You said that using credit 5 5 5 5 cards will absolutely safe (security and accuracy) nh ng n i có th l a ch n cách tốn, b n thích s d ng ti n m t h n Th tín d ng./ At the place where you can choose how to pay, you prefer to use credit card rather than cash B n cho r ng hình th c bên ngồi c a th nh h ng nhi u đ n quy t đ nh l a ch n c a mình./ You said that the outside of the credit card afects to your decision B n cho r ng thu nh p c a đ đ chi tr cho kho n chi tiêu Th tín d ng./ You said that your income is sufficient to pay for the spending of credit card Th tín d ng cho phép b n tốn khơng có ti n m t ho c ti n tài kho n./ Credit cards allow you to pay in case of no cash or when there is no money in the account Khi b n du l ch n c ngoài, b n th ng s d ng Th tín d ng h n dùng ngo i t quy đ i./ When you travel abroad, you usually use a credit card rather than the foreign equivalent currency B n cho r ng có hi u bi t c b n v Th tín d ng./ You think that you have a basic understanding of credit cards B n có th s d ng th tín d ng m t cách d dàng mà 10 không g p b t c khó kh n gì./ You can use your credit card easily without facing any difficulty Ý đ nh hành vi s d ng th tín d ng - Decision (DEC) to use the credit card 87 Nguyen Hoang Nam – BMBR5103 B n có ý đ nh s d ng th tín d ng BIDV lâu dài./ You decide to use the BIDV credit card for long Ph n 2: Thông tin cá nhân: Part 2: Personal information  Nam/Male Gi i tính/ Gender: tu i/ Age:  N /Female  18 -30 tu i/18 – 30 years old  30 – 45 tu i/30 – 45 years old  45 – 65 tu i/ 45 – 60 years old Tình tr ng nhân/ Marital Status:  c thân/ Single  ã l p gia đình/ Married Môi tr ng làm vi c/ Worrking environment:  Các c quan, đ n v hành s nghi p Nhà n  Doanh nghi p, công ty t nhân, Th c/ State Agencies ng m i c ph n/ Private Enterprises  Ý ki n khác/ Others Trình đ h c v n/ Education Level:  Cao h c/ Master  i h c/ Bachelor  Cao đ ng/ College  Ph thong trung h c/ High School  Khác/ Others Thu nh p bình quân tháng/ Average Income per Month:  đ n 10 tri u VN / – 10 million VND  11 đ n 20 tri u VN / 11 – 20 million VND  > 20 tri u VN / > 20 million VND Doanh s s d ng th tín d ng bình qn hàng tháng c a Anh/Ch bao nhiêu? (tri u VND/tháng)/ The average credit card sale per month (million VND/month): 0  1-10  11-20  21-30  31-40  41-50  >50 Anh/Ch bi t đ n th tín d ng BIDV t đâu? Which source you know to the BIDV credit card products? 88 Nguyen Hoang Nam – BMBR5103 - T qu ng cáo báo, website di n đàn/ The advertisements, notices on websites, forums, etc.:  Có/ Yes - T gia đình, b n bè, ng  Không/ No i thân gi i thi u/ Family, friends, relatives, etc introduced:  Có/ Yes  Khơng/ No - T nhân viên c a Ngân hàng BIDV/ From the credit officers of BIDV:  Có/ Yes S l  Khơng/ No ng th tín d ng mà Anh/Ch s d ng/ The number of credit card: 1 2 3 4 5 K t thúc End of the questionnaire  Xin chân thành s h p tác c a Anh/Ch ! Thanks you very much for your contribution 89 ... Ho Chi Minh City in the using the credit card of the Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) is practical and necessary for the Business strategy of BIDV 1.5... United The detail information about the BIDV credit cards: Limit credit (VND) Date of monthly statement Registration Conditions Rate BIDV Visa Premier BIDV Visa Platinum BIDV MasterCard Platinum... framework, theoretical models, research hypothesis) about the research issue: Factors affecting the decision of the customer at Ho Chi Minh City in the using the credit card of the Joint Stock Commercial