Chất lượng dịch vụ tín dụng tại ngân hàng thương mại cổ phần công thương Việt Nam VietinBank

Chất lượng dịch vụ tín dụng tại ngân hàng thương mại cổ phần công thương Việt Nam VietinBank Chất lượng dịch vụ tín dụng tại ngân hàng thương mại cổ phần công thương Việt Nam VietinBank Chất lượng dịch vụ tín dụng tại ngân hàng thương mại cổ phần công thương Việt Nam VietinBank luận văn tốt nghiệp,luận văn thạc sĩ, luận văn cao học, luận văn đại học, luận án tiến sĩ, đồ án tốt nghiệp luận văn tốt nghiệp,luận văn thạc sĩ, luận văn cao học, luận văn đại học, luận án tiến sĩ, đồ án tốt nghiệp

TRƯỜNG ĐẠI HỌC NÔNG LÂM THÁI NGUYÊN Chất lượng dịch vụ tín dụng ngân hàng thương mại cổ phần cơng thương Việt Nam (VietinBank) Đồng Trung Chính Chun ngành: Quản trị kinh doanh Người hướng dẫn khoa học: TS Conrdo L Abraham 2013 Dong Trung Chinh Erich 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 Thai Nguyen University i Southern Luzon State University Dong Trung Chinh Erich 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 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, 9th Augus 2013 Dong Trung Chinh – Erich Thai Nguyen University ii Southern Luzon State University Dong Trung Chinh Erich 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 Background of the Study 1.2 Statement of the Purpose 1.3 Significance of the Study 1.4 Scope and Limitations 1.5 The structure of the thesis Chapter 2: REVIEW OF RELATED LITERATUES AND STUDIES 2.1 Review of related literature and studies 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 Thai Nguyen University iii Southern Luzon State University Dong Trung Chinh Erich 5.1 Summary 66 5.2 Conclusion 68 5.3 Recommendatio 69 BIBLIOGRAPHY 74 APPENDICES 80 APPENDICES 85 APPENDICES 92 APPENDICES 97 CURRICULUM VITAE 104 104 Thai Nguyen University iv Southern Luzon State University Dong Trung Chinh Erich 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 Thai Nguyen University v Southern Luzon State University Dong Trung Chinh Erich 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 27 Parasuraman et al (1988) Figure 3.1: The process of conducting research Thai Nguyen University vi Southern Luzon State University 30 Dong Trung Chinh Erich 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 Thai Nguyen University vii Southern Luzon State University Dong Trung Chinh Erich 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 Thai Nguyen University viii Southern Luzon State University Dong Trung Chinh Erich 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 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 Thai Nguyen University Southern Luzon State University ... 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... quality services at Viet Nam joint-stock commercial bank of industry and trade - VietinBank" The research results will be the basis of practical importance to leadership of VietinBank see where the... customer satisfaction with service quality of VietinBank - Red River Delta region - Vietnam, then to propose solutions to improve the quality of service credit VietinBank, while improving the competitiveness