Enhancing residential capital mobilization at the joint stock commerical bank for investment and development of vietnam, branch of transaction office 1, in the period of 2017 2023

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN ANH TUẤN ENHANCING RESIDENTIAL CAPITAL MOBILIZATION AT THE JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM, BRANCH OF TRANSACTION OFFICE 1, IN THE PERIOD OF 2017 – 2023 TĂNG CƯỜNG CÔNG TÁC HUY ĐỘNG VỐN DÂN CƯ TẠI NGÂN HÀNG TMCP ĐẦU TƯ VÀ PHÁT TRIỂN VIỆT NAM CHI NHÁNH SỞ GIAO DỊCH GIAI ĐOẠN 2017 - 2023 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2021 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN ANH TUẤN ENHANCING RESIDENTIAL CAPITAL MOBILIZATION AT THE JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM, BRANCH OF TRANSACTION OFFICE 1, IN THE PERIOD OF 2017 – 2023 TĂNG CƯỜNG CÔNG TÁC HUY ĐỘNG VỐN DÂN CƯ TẠI NGÂN HÀNG TMCP ĐẦU TƯ VÀ PHÁT TRIỂN VIỆT NAM CHI NHÁNH SỞ GIAO DỊCH GIAI ĐOẠN 2017 - 2023 Chuyên ngành: Quản trị kinh doanh Mã số: 8340101.01 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: TS TRẦN HUY PHƯƠNG HÀ NỘI - 2021 DECLARATION The author confirms that the research outcome in the thesis is the result of author’s independent work during study and research period and it is not yet published in other’s research and article The other’s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business, and the laws for above-mentioned declaration ACKNOWLEDGEMENT I would like to send my most sincere thanks to all the professors of HSB-MBA program, especially the Dr Tran Huy Phuong - my supervisor I would also like to express my deep thanks to the teachers and aunts who are active in the field of preschool education for giving me useful advice and guidance for me to complete the thesis My family and friends are the people who have always encouraged, encouraged and created conditions for me to have time to study, learn and explore in researching my thesis topic I sincerely thank you! TABLE OF CONTENTS LIST OF TABLES i LIST OF DIAGRAMS, CHARTS ii PREAMBLE .3 Urgency of the title Literature review Research objectives .7 3.1 General objectives 3.2 Specific objectives Object and scope of research .7 4.1 Object of study .7 4.2 Scope of research Research methods Thesis’s structure CHAPTER 1: THEORETICAL BASIS FOR RESIDENTIAL CAPITAL MOBILIZATION BY THE COMMERCIAL BANKS 10 1.1 Concept, characteristics and role of residential capital mobilization 10 1.1.1 Concept 10 1.1.2 Characteristics of residential capital mobilization 11 1.1.3 Role of residential capital mobilization 12 1.2 Forms of mobilizing residential capital by commercial banks 13 1.3 Contents of residential capital mobilization of commercial banks 14 1.3.1 Setting up objectives of residential capital mobilization 14 1.3.2 Development of policies to mobilize residential capital 16 1.3.3 Performance of residential capital mobilization activities 18 1.4 Criteria to evaluate the mobilization of residential capital of commercial banks 20 1.5 Factors affecting the mobilization of residential capital of commercial banks 22 1.5.1 Subjective factors 22 1.5.2 Objective factors 24 CHAPTER 2: MOBILIZATION CURRENT OF JOINT STATUS STOCK OF RESIDENTIAL COMMERCIAL CAPITAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM – BRANCH OF TRANSACTION OFFICE FOR THE PERIOD OF 2017 - 2019 27 2.1 Overview of the Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office 27 2.1.1 Process of formation and development .27 2.1.2 Functions and duties 28 2.1.3 Organizational Structure 29 2.1.4 Business performance of the Branch 30 2.2 Capital raising activities at the Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office 33 2.2.1 Setting up the goal of mobilizing residential capital 33 2.2.2 Development of policies to mobilize residential capital 37 2.2.3 Performance of residential capital mobilization activities 44 2.3 Factors affecting the mobilization of residential capital of the Joint Stock Commercial Bank for Investment and Development of Vietnam Branch of Transaction Office 50 2.3.1 Subjective factors 50 2.3.2 Objective factors 57 2.4 General assessment of the mobilization of residential capital at Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office 59 2.4.1 Findings .59 2.4.2 Limitations and reasons .61 CHAPTER 3: SOLUTIONS TO IMPROVE THE EFFICIENCY OF RESIDENTIAL CAPITAL MOBILIZATION AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT - BRANCH OF TRANSACTION OFFICE IN THE PERIOD OF 2020 - 2023 .64 3.1 Growth orientation of residential capital mobilization of the Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office 64 3.1.1 Business development orientation .64 3.1.2 Objectives of the mobilization of resident capital at the Branch 65 3.2 Solutions to improve the efficiency of mobilizing residential capital of Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office 67 3.2.1 Improving the reputation and brand name of the Branch 67 3.2.2 Investment in technology system 68 3.2.3 Improving the quality of human resources through training .69 3.2.4 Promoting marketing activities 71 3.2.5 Expanding the network of transaction points 72 3.2.6 Strengthening counseling to help people change their habit of keeping money at home 73 3.3 Impact on factors affecting the mobilization of residential capital 74 3.3.1 External factors 74 3.3.2 Internal factors 75 3.3.2.1 Types of capital mobilization used by banks 76 3.3.2.2 Business strategy of the Bank: .76 3.4 Conclusion and Recommendations 77 3.4.1 Conclusion 77 3.4.2 Recommendations .79 REFERENCES 83 APPENDIX .85 LIST OF TABLES Table 2.1: Business performance of the Branch .31 Table 2.2: General objectives in mobilizing residential capital at Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office in the period of 2017–2019 and the following years 34 Table 2.3: Plan on residential capital mobilization of BIDV Branch of Transaction Office 35 Table 2.4: VIP customer policy 37 Table 2.5: Policies for other customers .39 Table 2.6: Interest rate policy for citizen members of some banks 41 Table 2.7: Tasks of departments and units in residential capital mobilization 44 Table 2.8: Transaction network of the Branch 46 Table 2.9: Some propaganda and advertising activities 47 Table 2.10: Results of training staff to mobilize capital at BIDV, Branch of Transaction Office 49 Table 2.11: Human Resource Survey .51 Table 2.12: Banking Technology Survey 54 Table 2.13: Brand reputation survey 56 i LIST OF DIAGRAMS, CHARTS Diagram 2.1: Organizational structure of Branch .30 Chart 2.1: Number of residential capital mobilization products of the Branch 43 ii PREAMBLE Urgency of the title Currently in our country, the investment capital for production and business activities of the economy is mainly based on the credit capital of the banking system As the most important financial intermediary in the economy, the commercial banks have become an effective capital supply channel for the economy To be able to achieve the goals of economic development set up by the Party and State, making full use of capital in the economy is essential that the commercial banks have done Recognizing the importance of capital mobilization as mentioned above, the commercial banks have implemented many measures to let people know and use the capital mobilization products provided by the banks to serve their life and also to contribute to the development of the country's economic situation Out of the total mobilized capital, capital mobilized from the citizens has always been considered by the commercial banks as a source of long-term strategic capital because of its high stability and great potential for mobilizing capital However, raising residential capital is not an easy problem when most of the people lack the trust in the banks and are not really knowledgeable about profitability from idle amount Therefore, the access to attracting idle residential capital is limited and not really effective for the operations of commercial banks in general and Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office in particular Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office is one of the large branches with a long operation period in the system of BIDV's branches Up to now, the branch has provided customers with a wide range of retail products and services, including products for mobilizing residential capital However, the efficiency of product and service provision at the Branch is not high when the proportion of residential capital Promoting communication, creating a positive and prominent image of BIDV Branch of Transaction Office To give customers a more specific view of the branch and capital mobilization products and services For the branch, the advertising and promotion policy should be taken seriously Marketing activities must create characteristics and images of BIDV's residential mobilization products in order to clearly see the difference from other banks In the immediate future, the branch should improve the service registration forms (currently there are still many photo forms, no color printing) Diversify types of leaflets, brochures about citizen deposit products and services at the transaction offices and are available outside the counters so that customers can read them when they go to the transaction or organize the delivery to households people to increase customer interest in the bank And also, should increase advertising on the mass media with pictures, articles, reports or sponsorship for game-show programs on television that are of much interest 3.2.5 Expanding the network of transaction points The banking network is a very important factor in the banking operations This is an advantage that banks are fully exploiting in the competition process The larger the banking network is, the greater the ability of the bank to expand its customer market share is and if there is a large network, when there are liquidity shortages or other fluctuations , the banks can assist help each other quickly and promptly For BIDV Branch of Transaction Office 1, the branch needs to upgrade and expand the network of transaction points as follows: - Refurbish and upgrade existing transaction points, continue to upgrade eligible transaction offices to special transaction offices, and find locations in VIP residential areas where living but not too much away from Head Office of Branch to open more transaction offices, continue to expand the banking network - Regularly check and change locations of inefficient transaction offices Besides, also analyze and find out the causes to give timely remedial measures to ensure the operation of the whole bank safely and smoothly 72 - Renovate working equipment, improve the professional process of capital mobilization to improve quality and better serve customers - The transaction network and transaction points are one of the important factors determining the results of many activities, not just the mobilization of residential capital Therefore, developing a network of more and more transaction points is a long-term strategy of BIDV Branch of Transaction Office in the next period 3.2.6 Strengthening counseling to help people change their habit of keeping money at home Most people today still have the habit of keeping money at home because they not understand the convenience of sending money at banks To change this habit, BIDV Branch of Transaction Office needs to organize propaganda and advocacy on the implementation of the policy of mobilizing savings deposits, so that people can understand the purpose and meaning of the deposit mobilization This is to help citizens gradually build up family capital through savings In addition, the Financial Planning Division together with the branch's transaction offices have to send consultants to each area to guide and answer all questions of people about the savings program These consultants must all be qualified, experienced and professionally qualified staff to fully meet the needs of information inquiry, guidance and implementation of transaction requests for customers In addition, the consultants must pass the mandatory training course "Professional Dealers" and get a certificate before working That way, people can feel secure when they deposit money at banks Moreover, in order to help people limit money at home, especially for those with low income, banks need to have preferential policies such as only 100,000 VND, households can still Join monthly savings This not only helps the bank to 73 mobilize savings deposits from the residential community but also helps people to have the habit of saving and spending in order to create their own capital 3.3 Impact on factors affecting the mobilization of residential capital 3.3.1 External factors 3.3.1.1 Economic development cycle Economic development is a macro factor that directly affects the operations of commercial banks in general and capital mobilization in particular In a growing and stable economy, the people's income is guaranteed and stable, the demand to save money of the population is higher, from which the amount of deposits in the Bank increases or the ability to mobilize capital increases On the other hand, when the economy has a high and stable growth, the demand for capital increases, the Bank can expand the credit volume by increasing deposit rates to stimulate people to deposit money into the Bank, thus creating capital sources to meet the credit needs of the economy On the contrary, when the economy falls into recession, workers' real income declines and increasingly fluctuates, which will reduce customers' confidence in the stability of the currency, the Bank will face difficulties: difficulties in capital mobilization, reserve management and keeping customer confidence in the banking system 3.3.1.2 Legal environment All business activities, including the Bank's operations, are subject to the law Activities of commercial banks are subject to the law on credit institutions and the system of other legal documents of the state When in operation, banks must comply with the law and legal documents issued by the State and also comply with the Central Bank's regulations issued in each period on interest rates, reserves and limits of loans in the constraints of the law, adjustments in the elements of mobilization operations alter the scale and quality of capital mobilization activities On the other hand, commercial banks are businesses operating in the monetary 74 sector, an area with huge risks, so the Bank must strictly comply with the provisions of the law 3.2.1.3 Conditions of the competitive environment When defining a development strategy for a bank, it is important to take into account the business environment Competition from other banks in the area will directly affect the bank's operations In order to survive and thrive, a bank needs to devise a suitable business strategy in order to win the competition with other banks When facing competition, banks are forced to improve and diversify types of services, implement reasonable interest rates, carefully research the market and well in marketing The bank must foster its staff to be able to its job well Thus, competition is both a challenge and a factor promoting the development of banking operations, including capital mobilization 3.3.1.3 Factors belonging to culture - society, customer psychology The bank's customers include people who have capital deposited with the bank and those who use that capital Regarding the social environment in developed countries, customers always have a personal account and income is transferred to their accounts But in less developed countries, the need for cash is often greater There are two important factors affecting savings, these are the income and psychology of the depositors Income affects the potential capital a bank can raise in the future Psychological factors also create the fluctuation of money in and out The clients’ optimism in the future has the effect of stabilizing the amount of money deposited in and withdrawn and vice versa, if the clients believe the future currency will devalue, a mass withdrawal of capital will occur - a major concern of all banks An important feature of customers is the frequency of using banking services The higher the usage level, the more the bank has to expand capital mobilization 3.3.2 Internal factors 75 3.3.2.1 Types of capital mobilization used by banks To perform well in mobilizing capital, banks often offer a variety of capital mobilization forms The amount a bank can raise depends directly on the forms of capital mobilization that the bank applies Applying many forms of capital mobilization will create many opportunities for senders to choose and thus, meet the sender's needs Each bank has found ways to mobilize capital suitable to the socioeconomic situations and psychology of the population in the area where the bank locates, and at the same time suitable to the requirements of use as well as to effectively manage your own capital Diversified fundraising means that the amount of capital raised is increased and the cost of mobilizing tends to decrease 3.3.2.2 Business strategy of the Bank: In a bank, capital raising operations are directly affected by activities in using capital Each bank has its own business strategy for each period, depending on the characteristics of the bank itself and of the business environment From there, the bank can come up with a capital mobilization strategy that is to narrow or expand to suit the bank's credit narrowing or expanding policy during that period Capital structure may change in proportion of constituent items, mobilization costs can increase or decrease If the business strategy is properly formulated in accordance with the conditions of the bank itself, capital sources are exploited efficiently and reasonably, the capital mobilization will be effective Effect of deposit rates Deposit interest rate is often the top concern of individuals and organizations who want to deposit money in the bank This makes sense because the more profitable sector in the economy always attracts more people to invest Although the source of deposits depends not only on high interest rates but also on other factors such as term, risk level, payment conditions, reputation, location of the bank, a high, flexible and reasonable interest rate always has the effect of stimulating depositors But interest rates have the greatest impact on the amount of savings because customers who choose to deposit by this method often aim for earning interest 76 Banking technology level Banking technology level is demonstrated through the following factors: First: The types of services that banks provide Second: The technical skills of bank employees Third: Facilities and equipment for banking business activities The higher the banking technology level, the more satisfied customers will feel about the services provided by the bank and thus, they will be more confident when depositing money at banks This is a very important factor to help the bank compete without high interest rates as the customers are not interested in interest rates but on the quality and type of services provided by the bank With the same deposit interest rate, the bank that has better service quality will be more competitive The professional qualifications of bank staff are needed for good banking operations Bank officers must have good expertise to be able to manage capital well and use capital well in order to improve the quality of capital mobilization Reputation of the Bank In reality, each bank has been creating its own image in the hearts of customers A large, reputable bank will have more advantages in raising capital The trust of customers will help the bank to stabilize the mobilized capital volume and save deposit costs From there the bank can come up with an easier reserve strategy Even when a reputable bank has a slightly lower deposit interest rate, people with money will still choose that bank to deposit without looking for more attractive interest-paying places because they have trust in it 3.4 Conclusion and Recommendations 3.4.1 Conclusion Along with the growth of the country, the banking system of our country is developing day by day and asserting its own important role in the economy This is due to the relatively effective activities of attracting idle capital sources of the 77 Vietnamese commercial banking system, thereby changing the economic face of the country With the study of this topic, the author has the condition to have a deeper approach to the mobilization of residential capital of the Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office Through studying the general theory as well as contacting with reality, the author has got a more general view of the economic picture of Vietnam, especially in the Vietnamese commercial banking system The research title has completed three tasks: Firstly: Synthesize and systematize the basic theories about increasing residential capital mobilization of commercial banks, focusing mainly on the content and factors affecting this activity Secondly: Analyzing and evaluating the situation of increasing residential capital mobilization of Vietnam Joint Stock Commercial Bank for Investment and Development, Branch of Transaction Office Synthesize the shortcomings and existing causes in the mobilization of residential capital in existence Branch Thirdly: Proposing objectives, solutions and recommendations to increase the mobilization of residential capital at the Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office in the period 2020 - 2023 Despite trying very hard to complete the thesis topic, but due to the limited scope of research, as well as limited personal knowledge, the author can not have insightful comments, sometimes even bring subjective province The author looks forward to the comments of teachers, friends and colleagues to make the thesis topic more complete 78 3.4.2 Recommendations 3.4.2.1 Recommendations to the Government Due to the rapidly developing socio-economic situation, many new social relations arising in the market economy require legal adjustments to create a stable legal environment for the development of the market economy However, due to many objective and subjective reasons, the legal system of the State Bank of Vietnam is not really synchronous, not really a legal foundation for business operators Therefore, we recommend to the Government the necessary measures to ensure that the law must be implemented consistently and thoroughly Particularly for the banking sector, the requirement to strengthen the legislation in the banking sector meets the new requirements of economic development in the period of national industrialization and modernization, economic integration world The Government should promptly promulgate legal documents prescribing and guiding the implementation of new laws in accordance with the national and international socioeconomic situation The Government needs to have synchronous measures to stabilize monetary policy, control inflation, and stabilize the domestic and external value of the currency When the currency is stable, it has a great impact on capital mobilization as well as for the operation of the bank Because at that time, people will feel secure to deposit money in the bank, making the bank's mobilized capital increase and more stable Stable monetary policy makes the economy develop stably, limiting risks in banking activities, especially credit risk Therefore, banks will grow stronger in lending, especially medium and long-term loans 3.4.2.2 Recommendations to the State Bank of Vietnam The State Bank of Vietnam plays a decisive role in shaping the operations of other banks through its participation in planning macroeconomic goals and implementing monetary policy To improve the efficiency of capital mobilization of commercial banks, the State Bank must take the following measures: 79 Firstly, continue to synchronously implement feasible solutions to expand non-cash payments, to reduce the amount of cash in circulation and increase the ability to create money for the commercial banking system Secondly, apply a reasonable interest rate policy By setting the basic interest rate as the basis for commercial banks to fix deposit and lending interest rates, the state bank of Vietnam will announce its signal in the implementation of the expansion or tightening monetary policy tighten, orient commercial banks in raising capital A reasonable interest rate policy, closely following market movements will facilitate the correct implementation of macroeconomic goals and improve the efficiency of capital mobilization activities of banks Thirdly, manage exchange rates and manage foreign exchange appropriately Exchange rate policy affects the structure of money mobilization activities When the foreign currency rate increases too quickly, the VND depreciates, psychology of people will turn to deposit money in foreign currencies to preserve the value of investment capital, making it more difficult to mobilize capital in local currencies Therefore, the State Bank of Vietnam should flexibly manage the exchange rate policy and the foreign exchange management policy according to the fluctuations of the market and should spread out many types of foreign currencies, avoid focusing too much on USD Fourthly, promote the restructuring and reorganization of the banking system, continue to promote the equitization of state-owned banks, improve the governance capacity and competitiveness of commercial banks to banks in foreign countries, closely supervising capital increase, shareholder structure, the current status of stock usage at joint stock commercial banks 80 Fifthly, improve the quality of forecasting, analyzing and grasping market trends and developments, the performance of commercial banks, especially for capital mobilization, from which there are measures to adjust timely 3.4.2.3 Recommendations to the Joint Stock Commercial Bank for Investment and Development of Vietnam In order to maintain its current market share and continue to develop more, BIDV needs to make appropriate adjustments in the current market economic conditions in order to expand international relations with countries in the region and all over the world, to continue to receive foreign currency savings, especially long-term capital - Should promptly deploy and guide in detail the implementation of the State Bank's documents, regulations, decisions and directives on the banking operations in general and the mobilization of residential capital in particular, creating conditions for the Branch to always operate within the legal framework and ensure high quality - Be necessary to have policies to train and retrain the staff according to each professional subject Organizing regular training for grassroots officials to improve their professional qualifications and techniques to help them quickly access modern technology and new products - Strengthen technical facilities to repair and build new headquarters of a number of transaction offices To increase investment in equipment and information technology application to step by step modernize banking technology - Joint Stock Commercial Bank for Investment and Development of Vietnam needs to develop a business strategy for the whole industry, in accordance with the actual conditions of each locality; Complete the financial mechanism with member branches, this will be an important driving force for the strong development of the branch's business 81 - Need to strengthen the role of internal inspection and control with branches as well as at the Head Office of the bank This activity must be done regularly, comprehensively and accurately to detect and promptly handle risks - Stick to the Party and State's socio-economic development orientations and objectives so that there will be specific plans and development strategies suitable to BIDV - Conduct, develop and modernize the information technology system of the whole system, implementing information management in a synchronous direction At the same time, it is urgent to introduce new technologies and equipment to diversify types of banking services, especially digital banking, to increase the business efficiency and competitiveness of the bank - Expand propaganda and image advertising activities of the bank through sponsorship of cultural - social programs, sports, charity programs, to brand and products of The bank is widely advertised at home and abroad - Actively diversify forms of capital mobilization, focusing on residential capital mobilization, residential capital mobilization must account for at least 50% of the total capital source - Promote electronic payments, connect payment networks to attract capital from economic organizations, financial institutions, - Send many qualified young officers to study abroad, especially countries with advanced banking technology such as Japan, the US, Switzerland, to improve management and career skills professional service, from which to draw experiences to apply in practice in our country 82 REFERENCES Nguyen Van Tien (2010), Commercial Bank Curriculum Statistics Publishing House Nguyen Van Tien (2009), Curriculum of Finance - Monetary - Banking, Statistics Publishing House Peter S Rose (2004), Commercial Banking Administration Finance Publishing House - Hanoi Law on the State Bank of Vietnam and the 2006 Law on Credit Institutions Phan Quoc Thang (2010), Mobilizing residential capital at Hanoi Agribank, Banking Journal (3), p 28-32 Nguyen Thi Van, Master's thesis, 2010, Capital mobilization development solutions at Joint Stock Commercial Bank for Investment and Development of Vietnam applied to branches in Ho Chi Minh City and Ho Chi Minh City Tran Thu Trang, Master Thesis, 2010, Increasing capital mobilization at the Bank for Foreign Trade of Vietnam (Vietcombank) - Quang Ninh Branch, Hanoi Nguyen Thi Phuong Thao (2011), Capital mobilization at Joint Stock Commercial Bank for Investment and Development of Vietnam, Master's thesis, Hanoi National Economics University Hoang Thi Thuy Ha (2012), Solutions to increase capital mobilization at the Bank for Agriculture and Rural Development, Da Nang Branch Master thesis of Danang University 10 Che Thi Thanh Nguyet (2014), Strengthening the mobilization of citizen deposits at the Bank of Agriculture and Rural Development Branch of Quy Nhon City, Master thesis of University of Economics, HCMC Ho Chi Minh 11 Nguyen Van Tan (2017), Strengthening residential capital mobilization at Joint Stock Commercial Bank for Investment and Development of Vietnam - Ha Thanh Branch, Hanoi, Master Thesis of Vietnam National University, Hanoi City 83 12 Tran Quang Vinh (2014), Increasing the mobilization of citizen deposits at the Joint Stock Commercial Bank for Investment and Development of Vietnam Dien Bien Province Branch, Master Thesis of National Economics University 13 Le Nhu Mai (2012), Solutions to improve the efficiency of capital mobilization of BIDV North Hanoi Branch, Master Thesis of Thuongmai University 14 Bach Lan Chi (2011), Improving the efficiency of capital mobilization at Vietnam Technological and Commercial Joint Stock Bank, Thai Nguyen University Master's Thesis 84 APPENDIX SURVEY ON THE CUSTOMER SATISFACTION ABOUT BIDV BRANCH OF TRANSACTION OFFICE Dear Customer, Thank you for your time spent on completing the survey This one aims at evaluating Our customer satisfactionin terms of quality of human resources, banking technology and reputation of BIDV Branch of Transaction Office All of the information given in the survey is only used for statistics and research purpose We really appreciate your help and cooperation! PART I BASIC INFORMATION (Please put  to selected items) Your full name: …………………….………… Please let us know your gender: ☐ Male ☐ Female Your age range: ☐ Under 20 years old ☐ From 21- 40 years old ☐ From 41- 60 years old ☐Above 60 years old How long have you used our service? ☐ Under year ☐From 1-3 years ☐ Above years PART II INFORMATION OF THE SURVEY Please rate your agreement on the statement below on the scale from to 1: Totally disagree 2: Disagree 3: Neutral Factors Human Resources 4: Agree Questionaires 5: Totally agree The bank staff exhibits good professional knowledge The bank staff has a good understanding of the bank's profession and products and services The bank staff have a proper and polite attitude when dealing with customers You appreciate the management skills of BIDV staff at the Branch of Transaction Office 85 Factors Questions Banking Technology BIDV's technology is modern compared to other banks You feel safe with BIDV's online deposits BIDV's online savings-related products are diverse and competitive BIDV's banking technology has reduced the time it takes for you to save time at BIDV Factors Questions Brand reputation 5 The bank's advertising information is truthful and reliable You believe the bank will compensate you for any problems with your deposit You feel secure when using the bank's deposit service You believe that the bank always fulfills its commitments to you What solutions would you recommend BIDV apply for bettering customer experience? Thanks for your time! 86 ... residential capital and the name of the chosen title is: ? ?Enhancing residential capital mobilization at the Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office. .. clarifying the limitations and causes of limitations in the mobilization of residential capital at the Joint Stock Commercial Bank for Investment and Development of Vietnam - Branch of Transaction Office. .. BRANCH OF TRANSACTION OFFICE FOR THE PERIOD OF 2017 - 2019 2.1 Overview of the Joint Stock Commercial Bank for Investment and Development of Vietnam, Branch of Transaction Office 2.1.1 Process of formation