Development of loan for individual customers at eximbank in lam dong province, vietnam

MEIHO UNIVERSITY Graduate Institute of Business and Management MASTERS THESIS Development of Loan for Individual Customers at EximBank in Lam Dong Province, Vietnam In partial fulfillment of the requirements for the degree of Masters of Business Administration Advisor: Dr Chih-Shing Tau Graduate Student: Le Quang Men December, 2010 ACKNOWLEDGMENTS First of all, I would highly like to thank the managing board of Industry University of Ho Chi Minh City and MeiHo University, Taiwan, enabling me to participate in training course of EMBA2, Taiwan in last two years I would highly thank Associate Professor, Ph.D Le Van Tan, Deputy Rector, University of Industry in Ho Chi Minh City; Associate Professor, Ph.D Nguyen Minh Tuan, Dean of Business Administration Department; Associate Professor, Ph.D Vo Phuoc Tan, Head of Post-Graduate Department, Industry University of Ho Chi Minh City, has given me invaluable encouragement for motivating me to attend the course and contributed comments to help me to complete this thesis I would also highly thank Mr.Chih-Shing Tau, Ph.D., Director, Associate professor, Deparment of Information Management, MeiHo University, Taiwan; Ph.D Bao Trung, Deputy Head of Business Management, College of Management for Agriculture and Rural Development, Ministry of Agriculture and Rural Development, Vietnam and colleagues Whether they have many responsibilities but they spent more time as well as knowledge, often help motivate me a lot of issues during the research process, from choosing topics, making research and writing final thesis Please thank the lecturers of Post-Graduate Department; the lecturers of Business Administration Department; my classmates EMBA2-MU to help, support and encourage me during last two years The course has given me a good memory, facilitating access to knowledge and new skills from lectures and classmates And also the knowledge and skills have helped me during the research, collecting data to complete the project I would also like to thank sincerely to the Rector, the members of the Board of the MeiHo University; PhD Ron-Chuen Yeh, Director of Institute of Business Management, MeiHo University; professors, staff and administrative staff, MeiHo University, Taiwan has committed to guide research, welcoming, warm caring, enthusiastic and impressed me a beautiful, unforgettable while studying in school Please thank my classmate of Taiwan EMBA class, MeiHo University, Taiwan has a lot of support to us during the course I Finally, I would deeply like to grate to the members of my family, brothers, sisters, friends and colleagues took the time to provide information, materials, suggestions for additional editing conditions I have completed research projects Especially love, care and assistance, the sincere encouragement and valuable of lectures, classmates, colleagues gave to me during the course Sincerely Yours, Le Quang Men II Development of Loan for Individual Customers at Eximbank in Lam Dong Province, Vietnam ABSTRACT Development of loan for individual customers in Lam Dong province plays an important role for EXIMBANK Lam Dong This research is carried out by qualitative and quantitative method for purpose of finding factors affecting loan for individual customers The research discovered group of factors such as: the first, lending services; the second, lending procedures and the third, lending products The research is conducted by deep interviewing 200 individual customers in Lam Dong province The author studied the research topic “Development of loan for individual customers on the Lam Dong province, Vietnam” to assess the actual situation of individual customers who are borrowing, borrowing requirements, quality and customer service procedures, which conditions, the lending process of this individual customer groups in Lam Dong Province Since then suggest solution for developing loans for individual customers The research pointed out the factors affecting the development of personal loan customers Since then the authors propose solutions to develop this group The research showed the importance of individual customer groups in the province of Lam Dong Oriented development loans for individual customers on the Lam Dong province, Vietnam brought a very important meaning for the individual customers have a great influence to the capital structure, debt structure, customer structure and especially the income from personal loans to customers decide to dominate big business efficiency Keywords: Individual Customer, Loan for Individual Customers, Procedure of Lending for Individual Customers, Eximbank, Lam Dong, Vietnam III Development of Loan for Individual Customers at Eximbank in Lam Dong Province, Vietnam Contents ACKNOWLEDGMENTS I ABSTRACT III Contents V Tables VII Figures VIII Chapter1 Introduction 1.1 Background and Motivation 1.1.1 Research background 1.1.2 Research motivation 1.2 Research Goal and Objective 1.2.1 Research goal 1.2.2 Research objective 1.3 Subject and Scope of Research 1.3.1 Subject of research 1.3.2 Scope of research 1.4 Definition of Terms Chapter2 Literature Review 2.1 The Concept of Lending 2.2 The Concept of Lending Process 2.2.1 The importance of the lending process 2.2.2 Overall lending process 2.3 Loan for Individual Customers 21 2.3.1 The concept of loan for individual customers 21 2.3.2 Lending process for individual customers 27 Chapter Research Methodology 29 3.1 Research Process 29 3.1.1 Qualitative method 29 V 3.1.2 Quantitative method 30 3.2 Research Hypotheses 32 3.2.1 Model of banking service quality 32 3.2.2 Model of lending procedures 32 3.2.3 Model of diversified lending products 32 3.3 Measurement Level 32 3.3.1 Measurement level for loan service quality for individual customers 33 3.3.2 Measurement level for lending procedures for individual customers 33 3.3.3 Measurement level for lending products for individual customers 34 Chapter Research Results and Analysis 36 4.1 Current State of Loan Service for Individual Customers in Lam Dong Province 36 4.1.1 Current state of banking activities in lamdong provinces 36 4.1.2 Current status of banking activities of eximbank dalat 39 4.2 Research Results 46 4.2.1 Description of samples and data cleansing 47 4.2.2 Scale testing 49 4.2.3 Results of measurement level for loan service quality for individual customers 52 4.2.4 Results measurement level for lending procedures for individual customers 53 4.2.5 Result measurement level for lending products for individual customers 53 Chapter Implications, Conclusions and Recommendations 56 5.1 Implication 56 5.1.1 Improve service quality on lending for individual customers 56 5.1.2 Improve procedures, conditions, documents aiming to simple administrative procedures 59 5.1.3 Lending products for individual customers meet demand on individual customers; to meet on time, simple procedures based on local characteristics 61 5.1.4 Training often staff on knowledge and skills 63 5.2 Conclusions 64 5.3 Recommendations 65 5.3.1 To governments and agencies 65 5.3.2 To state bank 67 References 69 Attachment 70 VI Tables Table Number of Banking Period from 1991 to 2007 Table Definition of Terms Table Measurement Level for Loan Service Quality for Individual Customers 33 Table Measurement Level for Lending Procedures for Individual Customers 34 Table Measurement Level for Lending Products for Individual Customers 35 Table Some Targets Primarily Business Activities of Eximbank Dat Lat over the Years 2008-2009 39 Table Loans for Coporate and Individual Customers in 2008-2009 41 Table Total Transaction of Corporate Customers and Individual Customers 43 Table Credit Quality 44 Table 10 Revenue 44 Table 11 Profit 45 Table 12 Distribution of Sample by Gender 47 Table 13 Distribution of Education Level 47 Table 14 Distribution of Marital Status 47 Table 15 Distribution of Age 48 Table 16 Distribution of Lending Frequency 48 Table 17 Type of Customers 48 Table 18 Loan Purpose 49 Table 19 Service Quality 52 Table 20 Lending Procedures and Conditions 53 Table 21 Lending Products 53 VII Figures Figure Six Steps for Lending Process Figure Flowcharts of Lending Process for Individual Customers 27 Figure Research Process Model [4] 31 Figure Percentage of Lending for Individual and Corporate Customers 37 Figure Percentage of Bad Debt and Debt 38 Figure Proportion of Mobilzation from Corporate and Individual Customers 40 Figure Proportion of Loans to Corporate and Individual Customers 42 Figure Customer Structure of Exim Bank Da Lat 43 Figure Credit Quality in Exim Bank Da Lat 44 Figure 10 Structure of Revenure in 2008-2009 45 Figure 11 Revenure of Exim Bank Da Lat 46 Figure 12 Organizational Structure of Exim Bank Da Lat 46 VIII assess the criteria often include: occupational status, residency status, working time, income, relations with banks, marital status, family, and personal Banks often impose the time of maturity of principal interest, each month is a common term debt, the repayment of debt each period at the rate fixed incomes and tend to as short as possible to limit individual liability risk management perspective The bank is not beneficial to both parties, customers have difficulty to the debt repayment period, and the bank lost income due to debt reduction Mechanisms are therefore necessary flexibility in the term debt reasonably consistent source of repayment ability of the customer Establish advisory groups are leading experts to assist staff in credit appraisal process Depending on the product and customers of banks may vary the tasks of each advisory group, it is very necessary not only for large loans, but even small loans as loans to customers individuals Only experts can predict the value of virtual real estate, the situation changes in the price of buying and selling cars This information is extremely valuable to the orientation of bank lending 5.1.2 Improve procedures, conditions, documents aiming to simple administrative procedures Loans to individual customers are the type of credit compared to simple forms of credit for lending a business object Therefore, there must be a mechanism for lending to small and procedures quickly According to the statistics described in Section 4.1.3.2 loan documents shows: A dossier for individual clients to borrow over 62 pages of A4 size paper, customers must sign on 20 times 01 set of loans and must take a period of time, a 2.3 session to wait on completion administrative procedures such as notarization, authentication, certification etc at or administrative agencies There are also lots of vouchers and documents to prove the minutes of use after the disbursement of funds This really is a complicated procedure, not only obstacle to their customers at the bank itself is also affected With the management mechanism of state today, the bank is fully capable of doing simple lending records for individual customers out several times to 59 ensure efficiency in operations Specifically, link the credit contract, guarantee contracts, inspection of property records into a contract away loan request expression of equality between borrowers and banks, and other kinds of documents only establish each hold 02 to 01 to (documents between divisions of the bank can use the copy) Conditions, procedures, records management and administrative procedures on the mortgaged property loans in Vietnam are complex but the majority of personal loan customers must have assets that the loan guarantee, regardless of large or small amount of the loan Vietnam law allows banks to lend is not required to mortgage assets, in order to this the bank can offer customer classification standards and improve their professional staff to assess credit the loan documents with high quality, low risk, thereby lending without security assets Do this the customer receives value their reputations enhanced and dual-core banks, reducing the amounts related to mortgage and personal development to customers multiple bank lending more Development loans for individual customers through the credit card form, a form suitable for individuals wishing to borrow small amounts for purposes of consumption Lending in the form of credit card customers and reducing banks huge administrative procedures a very effective way Currently the form of loans issued through credit cards is limited because of high fees and credit supply did not meet customer needs Credit cards with features and unsurpassed flexibility, such as safe and convenient to use Certainly appropriate for countries with economies grow and become popular forms of credit, creating a large market for banks to exploit Card products and services is a new bank should be boldly banks, advertising to the masses On the other hand, offering credit cards to meet the diverse requirements of customers Extending loans without property security for officials and employees have a stable income in the enterprise business activities effectively To limit the risks banks to expand lending officers and employees of businesses have relationships with banking services, or for businesses with healthy financial situation 60 Lending rates for each staff member based on criteria identified and classified employee segment of the credit, as well as lending to consider only part of the business has a stable source of income protection ability to make repayments to the bank For security assets as a source of reserve bank, established laws and regulations have liquidity risks occur when necessary But we also must simply follow the trend of administrative reform Current loan security procedures are complex, having to go through several agencies, costly to affect banks in extending loans for individual customers The fact that banks made a lot of terms formal regulations, specifically the most visible is the next inspection report on the use of loans and risk capital will continue to happen Therefore, necessary to accept the management and risk ratio for each product development services to match the potential of the product Construct lending regulations in each specific product, even by each customer Need to normalize most banking services for personal loan customers as the products of other goods Each type of product for individual customers with specific conditions and identify a specific object Organize the documents circulated in a scientific, rational towards good customer service is not primarily a management major To remove the excess movement in deposit transactions, clients must be filled in the forms and send money to bank staff that information into computers, or where customers write a check and then receive or pay elsewhere 5.1.3 Lending products for individual customers meet demand on individual customers; to meet on time, simple procedures based on local characteristics Promote research and development of new products To be able to offer new products and services, research EXIMBANK note products and services being the world's banks are also deployed with the specific research needs in Vietnam to have modified or improved in line with actual needs of Vietnam This work should be focused and take advantage of that EXIMBANK currently have - technological advances, the support of the strategic shareholder In the 61 process of developing new products, EXIMBANK should focus on improving the quality of traditional services, and exploiting new products, especially products added - value added services basic services and attract the customers including paperwork processing time, the opening hours of operation, the amenities in the waiting room, the helpful, friendly, employee's bank This is critical to make a difference in EXIMBANK products than other banks The research and development of new products should also be conducted in line with other marketing solutions to promote products and services widely and determine the reaction of customers to have the right investment decisions sound Bank creates loan products to meet the satisfaction of customer loans must be practical, remove the bearing condition analysis procedures, administrative or risk prevention at the level too high to loss of productive purposes Too many product terms customized to meet the meet the conditions causing trouble is not needed can lead to loss of customers or clients not use every product The bank creates products for individual customers, customers using the new products that are realistic Borrower characteristics of individual customers is very much the number of customers, small loan, retail, multi-purpose loan types, education levels and income disparity depends on each area (urban area or rural areas ), loan transactions and infrequent transactions should be the role of each individual client has a distinct personality Developing loan for individual customers, the banks need to respond to meet those needs as: Amount of lending money to meet customer needs proposal Interest rates must be agreed upon objective of equality between clients and banks Banks should not be subjectively determined interest rates that not fit the market economy Loan term must be calculated reasonably stable between revenue and expenditures are two customers and banks agree a decision 62 Expand the form of loans in line with customer requirements Due to personal loan customers not often apply to banks lending each method or loan repayment In fact consumers want credit, overdraft limit spending to just use the convenient and simple in terms of records Thus not only is the form that limits the forms of other lending to satisfy the needs of customers, there is also the best conditions for the development of personal loans to customers and also bring efficiency to the bank Shorten the maximum time for loan decisions and simplify the conditions and procedures consistent with the nature of borrowing loans Develop personal loans, bank customers need to build culturally specific transactions for the bank, regularly monitor and ask the right enthusiasm, warm-hearted guidance client thoughts 5.1.4 Training often staff on knowledge and skills Educational level and income of the people of Vietnam are still low, waiting for people to understand themselves and find banking services - a type of modern service, high quality will take a long time Therefore require longterm strategy to promote the image of the bank to the customer Parallel to the research, improving services provided technical, EXIMBANK need to focus more on quality activities to deal directly with customers, ensuring customers are always satisfied when using the bank's service quality in both product and service quality This depends primarily on the working style and culture of the transaction transactors In the foreign bank, the teller usually must abide by very strict regulations on communication with customers to talk, say hello to answer the phone All of these acts is very small but it has also specified standards to ensure the professionalism of every staff member Therefore, this achievement should be focused on training EXIMBANK soft skills for staff as trading skills, skills to sell banking products, communication skills, and psychological skills to capture customers On the other hand, EXIMBANK also need more flexibility in extending the service life of the bank located in the center to facilitate more convenient in dealing with customers The customer's personal EXIMBANK urban population is middle class and workers, have a stable job, will be quite 63 inconvenient if the transaction time of EXIMBANK coincides with the time of their administrative work Therefore, EXIMBANK need to consider the characteristics of each regional branch operations, transaction flexibility to change the time of transaction 5.2 Conclusions The author studied the research topic “Development of loan for individual customers on the Lam Dong province, Vietnam” to assess the actual situation of individual customers are borrowing, borrowing requirements, quality and customer service procedures, which conditions, the lending process of this individual customer groups in Lam Dong Province Since then suggest solution for developing loans for individual customers The research pointed out the factors affecting the development of personal loan customers Since then the authors propose solutions to develop this group The research showed the importance of individual customer groups in the province of Lam Dong Oriented development loans for individual customers on the Lam Dong province, Vietnam brought a very important meaning for the individual customers have a great influence to the capital structure, debt structure, customer structure and especially the income from personal loans to customers decide to dominate big business efficiency Development of loans for individual customers is a strategy of EXIMBANK to become the leading retail banking sector The research results in as follows: Process, procedures, conditions, documents are complicated on individual customers based on heavy administrative view Lending products not meeting individual customers Service quality is still not to meet individual customers Banking activities in Vietnam is aiming retail banking strategies Individual customers in Vietnam are big potential Banking activities in Lamdong province are mainly traditional business as mobiling and lending capital 64 Main income from lending Income from lending individual customers is high Development of loan for individual customers is important 5.3 Recommendations 5.3.1 To governments and agencies Strengthen the autonomy and gradually loosen the nature of administrative regulations in the operation of banks For Vietnam's banking system in general and in particular JSB, the problem of autonomy of the banks is limited in the mechanisms and measures to permit the operating rate, or charge interest rates also provide the administrative intervention The deep intervention in the provisions relating to interest rates, exchange rates or service charges to the rates prescribed limits in market conditions have not yet developed to avoid unfair competition is needed but need to be studied to loosen and replaced by measures to ensure more competitive indirectly, more marketable and more transparent Government needs to create equal business environment between banks The protection of the SCBs limit the activities of other types of banks, especially the JSB has created inequalities in the competition Thus, together with the implementation of integration commitments, we need to lift the restriction on commercial joint stock banks in order to create better conditions for these banks rise, competition more effectively, contribute more actively the development of the banking system in particular and the economy in general To promote development and improve the system of legal control of banking activities in terms of integration Along with the implementation of commitments in the banking sector, many of the terms of the current legislation should be amended and supplemented to conform to the international commitments which Vietnam has acceded, the most that the commitments in AFTA, BTA and WTO Specifically, the government, the need to build financial accounting regime corresponding to the accounting 65 regime under the IAS, other legal documents, and the regulator of competition in the banking sector The development of the banking system requires synchronous development of financial markets, with particular emphasis on the development of local currency trading market, the interbank foreign exchange and stock markets Therefore, the government should improve the operation of money markets and stock markets to create competition for banks in attracting and allocating funds from the society that created the impetus renewal of the bank On the other hand, it also creates opportunities for banks to diversify products, services, offers a variety of tools to allow banks greater flexibility in regulating the capital, enhanced support before the adverse market Natural resources and environment ministries, the judiciary and state banks together to discuss a joint circular issued on security contracts and secured transactions registry for land use rights and assets attached to land to resolve the current difficulties: Coordination among state management agencies with each other, conduct transactions a door Under current rules 01 set of mortgage land use rights must be at least 03 gates of the State management agencies: the commune level, notaries and prevention of environmental resources The agency determined almost only one thing is land and assets attached to land eligible collateral Time registration of security transactions must be faster to meet the pressing needs of borrowers, as well as business opportunities for enterprises Proposed registration period not exceeding 01 days, the current land data are stored on a computer system, the central administration technique takes just minutes can provide customers boundaries and land status Therefore authorities should have more scientific method, the credit institutions and borrowers willing to pay higher fees for better service According to current regulations for registration of security transactions: land use, land use rights and assets attached to land or assets attached to land, land use rights and assets attached to land formation future; assets associated with land formation in the future must have a certificate of land use rights Provisions did not mention the land use rights established in the future, the 66 credit institution is not allowed for borrowers of the transfer of land use rights to the property itself There currently exist many pieces of transaction certificates of ownership of land and assets attached to land, such as certificates or temporary right to use houses, land grant certificate, certificate of ownership and there are no prescribed texts of the papers on the most effective But to register the transaction must have a certificate of land use rights To request the State management agencies for land use right registration form in the future and other assets for which a certificate identify the land use right and house ownership and valid Simultaneously with these policies as well as appropriate measures to help people convert to the registration form as prescribed by law Security asset register is being done in different places: real estate registration in the office of environmental resources, property registration in the heart of national security transactions In fact many businesses have many different types of assets, while bank loans must be registered in different places Proposal to establish a single central registry for all types of assets, the center is not necessarily due to the state and executive management 5.3.2 To state bank As the highest management levels of the banking system, so banks need to innovate the inspection and supervision of the activities of commercial banks in general and in particular the system towards effective JSB results, in line with international practice The management of the central bank's monetary policy aims to promote the development of stable solid economy, control inflation, stabilize the currency value Vietnam should improve towards the use of indirect instruments, removing tools for administrative management and directing intervention into the activities of commercial banks Banks should come forward to act as consultants and received help and advice of donors, international organizations and banking technology to improve the competitiveness of the whole system, avoiding the from a single, spread, such as inefficient investment in card payment systems of some banks recently 67 To improve the credit information center to suit the regional and international advanced practical effect to the business operations and minimize credit risk in lending by banks 68 References I English Banking Glossary, www.bankingglossary.net Governor of State Bank (2001), Decision No 1627/2001/QD-NHNN dated 31/12/2001 Regulation of lending of credit institutions for customers Banking University (2009), Banking textbook University of Bradford, Introduction of research and research method Ken Black (2009), Business statistics, 4th Ed II Vietnamese Ngân hàng Nhà nước Việt Nam (SBV), www.sbv.gov.vn Ngân hàng Deutsche Bank, www.db.com/vietnam Cơng ty chứng khốn Bảo Việt, www.bvsc.com.vn Tạp chí Kế tốn - Ngân hàng - Tài , www.tapchiketoan.com Cục Thống kê tỉnh Lâm đồng (2009), Niên giám thống kê 2008, Sở Thông tin Truyền thông Lâm đồng, Xí nghiệp Bản đồ Đà Lạt, Đà Lạt Ngân hàng Nhà nước tỉnh Lâm đồng, Việt Nam (2009), Báo cáo tổng kết hoạt động ngành ngân hàng tỉnh Lâm đồng năm 2009 Eximbank Đà Lạt, Việt Nam (2009), Báo cáo tổng kết hoạt động kinh doanh Eximbank Đà Lạt năm 2009 Hoàng Trọng – Chu Nguyễn Mộng Ngọc (2008), Phân tích liệu nghiên cứu với SPSS, Tập 1, 2, 3, Nhà xuất Hồng Đức 69 Attachment QUESTIONNAIRES My name is Le Quang Men as a participant of Master of Business Administration I am doing the research on “Development of loan service for individual customers at Eximbank Lam dong province, Vietnam” In order to serve customers for bank loan better, I conducted surveys with customers who are using bank loans in the province of Lam Dong, Vietnam For achieving good results, I would highly respect customer setting a little time for responding the following questions The opinions of customers are extremely important data for the research and I would absolutely keep secret the personal information PART I: GENERAL INFORMATION Please tell me you are: 　 Male 　 Female Please let me know the educational level: 　 Elementary School 　 high school 　 College degree 　 Bachelor/graduate Please let me know the marital status 　 Single 　 Married Please let me know your age 　 18 – 30 　 31 - 40 　 41 - 50 　 Above 50 Please let me know how often you lend the bank 　 Not yet 　 1-2 　 3-4 　 Above 　 Consuming 　 Other Please let me know you lending as 　 Individual 　 Business Please let me know your purpose of loans 　 Production 　 Services 70 PART II: RESEARCH QUESTIONS He/she, please tell us about the transaction with bank loans Please mark X in box 　 with “1”= totally disagree; “2”= disagree; “3”= no opinion; “4”= agree; “5”= totally agree No Group Q01 Q02 Q03 Questions 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 individual 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 Quality of loan service for customers Waiting time for lending is too long Communication skill should be polite and civilized Customer workplace to be spacious, clean as necessary Banks have still negative action in different Q04 forms for deciding loans for customers Group Q05 Q06 Q07 Lending Regulations Procedures and conditions for loan are still complicated Bank did not meet the needs of capital for customers Bank forced individual customers with fixed lending rates Q08 Bank time term for principal debt is not suitable 　 　 　 　 　 Q09 Bank decides pay-back period 　 　 　 　 　 　 　 　 　 　 Q10 Bank’s valuation of guarantee assets is lower than market price 71 No Q11 Q12 Q13 Q14 Q15 Questions 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 appropriate in the context of the current State 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 　 Percentage of guarantee assets is not appropriate Limited category of guarantee assets is not suitable Bank decides for lending based on the value of property not suitable Customers lend with no guarantee assets very few Documents for evidencing repayment of customers has not been persuaded Documents evidencing use of capital is not Q16 administration Group Q17 Q18 Q19 Q20 Lending products for individual customers Conditions for lending products is incompatible with the knowledge of customer Lending products must consider specific factors in local Lending products have been deployed promptly at right time when customers need Customers are confused when making loan plans 72 PART III: COMMENTS FOR IMPROVING THE QUALITY OF LOAN SERVICES Please let me know your opinions for improving quality of loan services, lending procedures and lending products: Thank you very much Best regards 73 ... Keywords: Individual Customer, Loan for Individual Customers, Procedure of Lending for Individual Customers, Eximbank, Lam Dong, Vietnam III Development of Loan for Individual Customers at Eximbank in. .. 4.1 Current State of Loan Service for Individual Customers in Lam Dong Province 4.1.1 Current state of banking activities in lamdong provinces In 2009, GDP of Lam Dong province increased 12.9%;... service for individual customers „ Analyse and conclude the actual state of loan services for individual customers at Eximbank in Lam Dong province and the requirement of individual customers for loan