Analysis of home loan activities for individual customers of saigon thuong tin commercial joint stock bank (sacombank) dong do branch

Professional bachelor degree
In Finance – Banking – Insurance
(Customer relationships management)

WORK PLACEMENT REPORT

“Analysis of home loan activities for individual customers of Saigon Thuong Tin
Commercial Joint Stock Bank (Sacombank) - Dong Do Branch”

Names of student:

Pham Thi Xuan Hoa

University year:

2019-2022

Tutor at TMU:

Mrs. Dinh Thi Phuong Anh

Tutor at USTV:

Marie-Josée Cambreling

Tutor at Sacombank – Dong Do Branch: Mr. Le Van Hung

Hanoi 2022


TABLE OF CONTENTS

TABLE OF CONTENTS..............................................................................................i
LIST OF TABLES......................................................................................................iii
LIST OF CHARTS.....................................................................................................iii
ACKNOWLEDGEMENT..........................................................................................iv
INTRODUCTION.......................................................................................................v
PART 1: OVERVIEW OF SACOMBANK, SACOMBANK- DONG DO
BRANCH AND THE INTERNSHIP..........................................................................1
1.1 Sacombank.............................................................................................................1
1.1.1 Host firm profile..................................................................................................1
1.1.2 Mission - Vision - Core Values............................................................................2
1.2 Sacombank’s Dong Do Branch.............................................................................2
1.2.1 History of Dong Do Branch................................................................................2
1.2.2 Business operation of the branch:......................................................................3
1.3 Introduction of my internship............................................................................3
1.3.1 The reason to choose the topic:..........................................................................3
1.3.2 Objectives:...........................................................................................................4
1.3.3 Internship plan:...................................................................................................4
PART 2: INTERNSHIP IMPLEMENTATION AT SACOMBANK- DONG DO
BRANCH...................................................................................................................... 7
2.1 Overview of home loans activities at Sacombank- Dong Do Branch...............7
2.1.1 Branch organization structure and my responsibilities:..................................7
2.1.2 Home loan with appraisal at branch:................................................................9
2.2 The internship position, responsibilities and tasks.........................................10
2.2.1 Department structure and internship position................................................10
2.2.2 Business procedure and work placement responsibilities...............................11
2.2.3 Daily tasks..........................................................................................................11
2.3 Some business cases.............................................................................................13
2.3.1 Case No1............................................................................................................13
2.3.2 Case No2............................................................................................................14
2.4 Service analysis..................................................................................................16

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2.4.1 Customer research............................................................................................16
2.4.2 Competitor analysis...........................................................................................25
2.4.3 SWOT analysis..................................................................................................30
2.5 KPI and KPR.....................................................................................................31
2.5.1 Key performance Indicator – KPI...................................................................31
2.5.2 Key performance results – KPR.......................................................................31
2.5.3 Host firm assessment and recommendation....................................................31
PART 3: INTERNSHIP ASSESSMENT..................................................................36
3.1 The difficulties encountered.............................................................................36
3.2 Internship gained..............................................................................................37
3.3 Career plan........................................................................................................39
CONCLUSION..........................................................................................................40
APPENDICES............................................................................................................ 41
LIST OF REFERENCES..........................................................................................44

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LIST OF TABLES
Table 1: Internship plan at Sacombank- Dong Do Branch.............................................4
Table 2: Result of Sacombank’s home loan activities from 2019 – 2021......................7
Table 3: Daily tasks at Sacombank – Dong Do Branch during internship....................11
Table 4: Business case 1..............................................................................................13
Table 5: Business case 2..............................................................................................14
Table 6: Comparing of home loan products 2021........................................................26
Table 7: SWOT analysis of Sacombank.......................................................................30

LIST OF CHARTS
Chart 1: Internship Office of Sacombank- Dong Do Branch.........................................8
Chart 1: Customer’s gender.........................................................................................17
Chart 2: Age group of customer...................................................................................18
Chart 3: Marital status of customers............................................................................19
Chart 4: Customer occupation......................................................................................20
Chart 5: Income of customer........................................................................................21
Chart 6: Time customers use Sacombank's services.....................................................22
Chart 7: Factors of home loans that are of interest to the customer.............................23
Chart 8: Customer’s demand for home loan interest rates...........................................24
Chart 9: Factors attract customers................................................................................25

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ACKNOWLEDGEMENT
First of all, I would like to express my sincere thanks and deep gratitude to the
teachers at the Thuong Mai University and the Toulon University, especially Mrs.
Marie-jose Cambreling and Mrs. Dinh Thi Phuong Anh, the teachers who have I used
all my knowledge and enthusiasm to impart valuable knowledge for me during my
study at the school and dedicately taught me to help me complete my internship report.
With the knowledge acquired in the course of studying, it is not only the foundation
for the research and reporting process, but also valuable baggage for me to enter the
field firmly and confidently.
After a period of internship at Saigon Thuong Tin Commercial Joint Stock BankDong Do branch, I have learned a lot about professional knowledge as well as
practical knowledge. I would like to thank the staffs of the Individual Customers
Department of the Bank, especially Mr. Le Van Hung, deputy director of Dong Do
Branch for providing documents as well as supporting and guiding me to complete the
actual report practice.
Although I have been many efforts in making the report as complete as possible.

However, with limited practical knowledge and experience, it is inevitable that certain
mistakes can't be seen. I look forward to hearing from you, your comments and
suggestions to make it better.
Finally, I would like to wish all the teachers and staffs in Sai Gon Thuong Tin
Commercial Joint Stock Bank - Dong Do Branch, always have good health and
complete the work well.

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INTRODUCTION
My work placement or internship at Sacombank's Dong Do branch will last three
months. During those three months, I was allocated to numerous duties in the retail
banking division of the branch. I spent the most time on the subject of home loans.
Thanks to my supervisor Le Van Hung and other employees at Sacombank Dong Do
Branch, I was able to gain a lot of new skills and information in retail banking,
particularly about home loans. However, while dealing with customer home loan
applications, I discovered a number of faults in the home loan process, both at the
bank and at the branch level. In this internship report, I will discuss the experiences I
had while interning at Sacombank Dong Do, the skills I learned, and my contributions
to the host firms retail banking business, particularly in the area of house loans.

v


PART 1: OVERVIEW OF SACOMBANK, SACOMBANK- DONG DO
BRANCH AND THE INTERNSHIP
1 Sacombank

1.1.1 Host firm profile

•
•
•
•
•
•
•
•
•
•
•

Name: Saigon Thuong Tin Commercial Joint Stock Bank (Sacombank)
Fax: (+84 8) 3932 0424
Tel: (+84 8) 3846 9515
Website: />Email:
SWIFT code: SGTTVNVX
Number of employees: 18.800
Date of creation: 21/12/1991
Charter Capital: 18,852 billion VND
Securities code: STB (listed at the Ho Chi Minh Stock Exchange –HOSE)
Head Office: 266-268 Nam Ky Khoi Nghia Street, Ward 8, District 3, Ho Chi

Minh City.
• Banking License: No. 111/ GP-NHNN issued by the State Bank of Vietnam
on 09 November 2018 replacing Banking License No.0006/NH-GP dated 5 December
1991.
• Geographical development: Sacombank's network of operations covers
almost all provinces and cities nationwide (52/63 provinces and cities) including the
Head Office located in Ho Chi Minh City and 552 branches/transaction offices and

Sacombank is accelerating its network expansion to be present in all provinces and
cities nationwide in Vietnam. In addition, Sacombank has 5 transaction point in Laos,
9 transaction office in Cambodia. With numerous of transaction points throughout
Indochina, it can be said that this is the bank with the largest network in the system of
joint stock commercial banks. Besides, Sacombank also has a large network of
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correspondent banks in 61 countries around the world, that's why the bank's
international payment service has always been rated as the best in recent years.
2.1.1 Mission - Vision - Core Values
•
•
•
-

Mission:
Providing best-in-classcomprehensive financial solutions for customers.
Maximizing added-value to stakeholders.
Creating value and prosperity for employees.
Contributing to the development of society and community.
Vision:
Leading bank in Vietnam’s retail banking service.
Core Values:
Pioneering and paving towards success.
Providing innovative approaches for sustainable development.
Breakthroughs innovations and better business governance are making a

difference.
- Committing to quality assurance in customer service and partner co-operation.

- Committing to community and social responsibility.
2 Sacombank’s Dong Do Branch
1.1.1 History of Dong Do Branch
•
•
•
•
•

Address: 363 Hoang Quoc Viet Street, Cau Giay District, Hanoi City.
Date of creation: 15/2/2008
Number employees: 50-100
Business strategy: Retail - Services – Multi function business.
Geographical development: Sacombank - Dong Do branch is located in the

center of Cau Giay district, has spacious and modern facilities, a team of young
professional staff to better meet the needs of customers. Those are favorable conditions
for Sacombank - Dong Do Branch to approach and meet the financial needs of
businesses and individuals residing in the district and surrounding areas and always
affirm the leading position of Sacombank’s Dong Do. The branch is able to perform
the functions of a modern retail bank such as: account service, deposit, lending,
payment, money transfer, remittance payment, foreign currency trading, translation
card cases, electronic banking, ...
2.1.1 Business operation of the branch:
• Mobilize deposits in all forms.

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• Currency exchange services, performing spot, swap or swap foreign currency

contracts.
• Rapid remittance nationwide, remittances, non-trade remittances.
• Loans for working capital, medium and long term loans, loans under credit
lines.
• Lending to support import and export, support enterprises to penetrate the
market and invest in equipment to promote the integration process of the economy.
• Individual business loans, equitization, securities trading, consumer loans,
home loans, cars, study abroad.
• Fast cash advances, mortgage loans, valuable papers
3 Introduction of my internship
1.1.1 The reason to choose the topic:
In recent years, Vietnam's economy has been growing, leading to an increasing
standard of living of the population, not only materially but also spiritually and
intellectually. In addition, urgent needs such as food and housing are increasingly
concerned by people. Every person wants to have a happy home to rest after stressful
working days next to family members and own their own living space. Therefore, the
need to own a home for each person is becoming more and more urgent. However, that
desire is often not easy to fulfill for each low- and middle-income individual,
especially in the context of unstable real estate situation, increasing prices, so saving
money to buy house is increasingly difficult to do for young people. Hanoi is a
developing city with an increasingly dense population, and due to the impact of city
construction and development policies, many areas with densely populated areas have
been cleared, planned to the purpose of building infrastructure for the city, making the
need for housing increasingly urgent. Besides providing financial support to the people
of the city, banks also contribute their efforts to provide people with a stable and
spacious house. Home loan activity is a promising future activity of banks, bringing
many benefits to banks and customers but also potential risks.
Understanding the housing needs of the Vietnamese people in general and the
people of Hanoi City in particular, as well as the development potential of mortgage
loans at banks, I decided to choose on the title: “Analysis of home loan activities for

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individual customers of Saigon Thuong Tin Commercial Joint Stock Bank – Dong
Do Branch ".
2.1.1 Objectives:
- Learning and improving knowledge, basic theory of lending and the
effectiveness of home loans for individual customers at commercial banks.
- Focusing on analysis and research to fully and comprehensively assess the
status of housing loans for real estate projects at Sacombank Dong Do branch, thereby
finding out the limitations, causes and effects of home loans for individual customers.
- Proposing solutions to improve the efficiency of home loans at Sacombank Dong Do branch.
3.1.1 Internship plan:
Table 1: Internship plan at Sacombank- Dong Do Branch
Date
1/3- 10/3

Task/ Mission

Outcome

- Learn the general rules,

- Master with the general

regulations and the

rules and regulations,

organizational structure of the

basic information,

bank.

organizational structure
and working regulations
of the bank

11/3- 20/3

- Learn and read documents

- Understanding of home

related to lending products and loan products and services
service, the bank's home loan

from which to accurately

situation.

advise customers.

.
21/3- 31/3

- Learn the principles, processes - Understand the loan
and procedures for home loans process, necessary

then refer to a few home loan

documents in the process

documents for individual

of home loan for

customers

individual customers.
4


1/4- 15/4

- Calling customers needs for

- Learn more skills to

home loans and advice.

meet each customer:

- Meet with seniors with loan

difficulty, high

customers to appraise and sign requirements...
contracts.

- Prepare documents to submit
to the risk management
department for approval of the
contract.
- Complete loan documents and
disbursement.
16/4- 20/4

- Access and learn the system of - Understand the system
documents and books in use at of documents and books
the bank then ask for data

being used at the bank.

related to the internship report
and data processing.
21/4- 15/5

- Create a survey and conduct a - Collect data customers
customer survey then analyze
the data

16/5- 20/5

- SWOT analysis of Sacombank - Find out strengths,
- Dong Do Branch.

weaknesses,
opportunities, challenges
of the bank and offer

solutions.

21/5- 28/5

- Ask to confirm the internship - Having knowledge about
at the bank and completion my Sacombank's home loan
report.

service and career plans
for the near future

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PART 2: INTERNSHIP IMPLEMENTATION AT SACOMBANK- DONG DO
BRANCH
4 Overview of home loans activities at Sacombank- Dong Do Branch
Table 2: Result of Sacombank’s home loan activities from 2019 – 2021
(Unit: Customer number)

Criterion

2019

2020

2021

In 2020 compared

In 2021 compared

to 2019

to 2020

Customers

Ratio

Customers

Ratio

number

(%)

number

(%)

A. Individual clients
mortgage real estate

3.653

4.250

4.920

597

17%

670

16%

3.643

4.128

4.660

485

13%

532

13%

projects
B. Personal consumer
lending at the branch

Looking at the statistics of Sacombank's home loan business results, we can see
that a number of customers using Sacombank's home loan service has gradually
increased over the years. This is a pretty good growth in the difficult economic

environment when the epidemic period is complicated. Therefore, Sacombank's home
loan service has the opportunity to develop further in the future.
1.1.1 Branch organization structure and my responsibilities:
As mentioned above, I am doing an internship in the individual cutomer
department under the supervision of Mr. Le Van Hung, my direct instructor at
Sacombank - Dong Do Branch. Sacombank's Dong Do branch is a branch with a large
number of employees from 100-499 people. In the personal client department where I
interned, there were quite a few leading staff such as department heads, deputy
managers and credit officers. Security is provided by private contractors who are not
employees of Sacombank.. The organization chart is provided below:
Chart 1: Internship Office of Sacombank- Dong Do Branch

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Director Offices

Deputy Director's Offices

Business
Customers
Department

Corporate
Marketing
Department

Individual

Support

Accounting

Administrativ

Customers

Department

and fund

e Department

Department

department

Personal

Credit

Marketing

Management

Departmen

Department

Accounting

department

t
Corporate

Funds

Appraisal

Personal

Payment

Departmen

Appraisal

Departmen

t

Division

t

Department

Transaction
Processing
Department

Transaction Office

(Source: Administration Department at Sacombank- Dong Do Branch)

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2.1.1 Home loan with appraisal at branch:
a) Definition of “Home Loan”
Customers use loans to buy, build, or refurbish houses or apartments for the
purpose of lending. This lending activity is crucial for the bank, its customers, and
society at large.
b) Features of Sacombank's home loan service for individual customers
 Conditions for Sacombank's home loan: To get a home loan from Sacombank,
customers need to meet the following conditions:
- Customers are Vietnamese citizens between the ages of 18 and 60.
- Currently residing and working in the vicinity of the Sacombank branch
- Having secured assets such as a house, land, automobile, important papers...
and documents confirming ownership of the property
- To assure affordability, having a steady income from a job, a house and land
rental, or self-employment is essential.
- No bad debt, pay attention at other lending institutions
 Features of Sacombank's home loan:
- Loan amount up to 100% of the real estate purchase/receipt value
- Loan term up to 30 years
- Accepting collateral as property rights arising from real estate sales/transfer
contracts
 The house lending process at Sacombank:
- Loan application form cum debt repayment plan

- ID card/Passport/citizen identity card
- Passport/Temporary Residence KT3
- Proof of earnings: Contract of employment, confirmation of employment,
salary statement...
- Papers demonstrating the capital use purpose and an acceptable capital use plan.
- Documents concerning collateral (original)
 Advantages and disadvantages of the product: After a period of learning about
the product and applying the product to the reality when working with customers, I
found the advantages and disadvantages of the product as follows:
- Advantage
• Loan up to 100% of the purchase/received real estate value.
• Free of penalty for customers who pay up to 20 million VND/period
• Customers can take out a mortgage on the home they want to buy.
• Loan term: up to 30 years, reducing debt payback pressure for borrowers.
• The penalty fee for early payment of debts currently applied by Sacombank is
super low, only from 0 to 0.5% of the total amount of a prepayment, depending on the
time of payment.
• Customers can easily prepare with simple paperwork and procedures.
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• Quick payment in 3-5 business days.
• Receive competent and passionate advice from a team of experts.
 Steps to consider a home loan application:

5 The internship position, responsibilities and tasks
1.1.1 Department structure and internship position
I am doing an internship in the personal client room under the supervision of Mr.
Le Van Hung, my direct instructor at Sacombank - Dong Do Branch. In the personal
client department where I interned, there were quite a few leading staff such as

department heads, deputy managers and credit officers as the diagram I described
2.1.1 Business procedure and work placement responsibilities
During my internship, I was assigned to do the basic tasks of a personal credit
consultant. Thanks to that, I have a deeper understanding of the position of a credit
counselor. Besides, I learned about the working process and got acquainted with the
professional working environment of the bank. The things I have to do on a regular
basis are:
- Help other employees in the bank with small tasks: Photocopy of documents,
scan documents, ask for a director's signature...
- Call customers according to the bank's available data.
- Advising customers on products suitable to their needs and financial situation.

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- Answer customer questions related to home loan products and services for
individual customers.
- Assessing customers and making loan contracts with bank staff.
3.1.1 Daily tasks
Every week, I work at the bank from Monday to Friday. My morning work hours
are from 8:00 AM to 11:00 AM and afternoons from 1:00 PM to 4:00 PM. The
following is a table of the main jobs I did while I was interning at the bank:
Table 3: Daily tasks at Sacombank – Dong Do Branch during internship
8 A.M- 11 A.M
Monday

1 P.M- 4 P.M

- Meeting with everyone in - Calling and counseling
the office about the plan for customers who need a home

the week.

loan.

- Reading the

- Helping other employees

documentation and

in the bank does basic work:

researching the information help with making records,

Tuesday

Wednesday

needed for the project.

photocopy documents…

- Reading documents and

- Calling and counseling

help do necessary things:

customers who need a home

help make records,

loan and help with other

photocopy documents…

things.

- Reading documents, and

- Calling and counseling

do necessary things: help

customers who need a home

with making records,

loan and help with other

photocopy documents…

things.

- Researching, asking

- Meeting customers with

seniors for necessary

bank staff and introduce

information for my project. products to customers.

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Thursday

- Researching, ask seniors

- Calling and counseling

for necessary information

customers who need a home

for my project.

loan and help with other
things.

Friday

- Calling and counseling

- Meeting customers with

customers who need a home bank staff and introduce
loan and help with other

products to the customers.

things.

- Create new customer’s
profile, update current
customer’s profile

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2.3 Some business cases
2.3.1 Case No1
Table 4: Business case 1
Customer profile

Mrs. Pham Thi Hong Son
Femal
Age 35
Married ( 2 children )

Financial profile

Secured by property: a clothing store- Phu Do Ward – Ha Noi

Property value

Her Store is worth about 2.500.000.000 VND

Loan amount

3.800.000.000 VND

requested
maximum
Reason for bank
loan:

Buy a piece of land in Hai Ba Trung to build a store to open a
second branch.
The land is worth 3.800.000.000 VND, she wants to borrow
100% in 120 month (10 years)

Financial position

Mrs. Son is the owner of an store dealing in the garment industry.
Her store has been in business for 7 years
Monthly income: 60.000.000- 70.000.000 VND
Debt: Mortgage her house to borrow from another bank

Risk assessment:

Liquidity risk: Income monthly is about 60.000.000-70.000.000
VND, but she has to pay salaries to employees and due to the
prolonged Covid- 19 epidemic, her store only does online
business.
Longevity risk: Mrs. Son's business in the past 3 years has not

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made much profit due to the Covid-19 epidemic
Unique risk: Mortgaging her store, to borrow from another bank.
She made slow payment for the past half years
Overall assessment: weak credit profile, high risk
Negotation and
Results

Realizing that Mrs. Son was not eligible for a loan so the bank
refused her offer

4.1.1 Case No2
Table 5: Business case 2
Customer profile

Mr Hoang Quang Anh
Male
Age 34
Married (1 children)

Financial profile

Secured by property: He has an apartment in Dai Kim Hacinco, Bac
Linh Dam residential area, Dai Kim ward, Hoang Mai district, Hanoi.

Property value

His house: 2.500.000.000 VND with 85m²

Loan amount

2.145.000.000 VND

requested maximum
Reason for bank
loan

He wants to buy a new apartment because the current house is too old
and a bit cramped. He plans to buy an apartment at Helios Tower in
Times City with a nice view, close to his work and school.
Net floor area of this apartment is 115m² and its price is 3.300.000.000
VND ( not including VAT 10%)

Financial position

Saving account: about 35% the apartment’s price
Monthly income:90.000.000 VND ( he & his wife )
Monthly expense: 30.000.000 VND
Have a good credit history, no bad debt at banks.

Risk assesstment

Liquidity risk: relatively low due to good income but might be

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exposed to disruption
Longevity risk: earnings power will remain strong for long period of

time due to client's relatively young age
Unique risks: 1 children (increases financial burden)
Overall assessment: Strong credit profile, low risk
Proposal for
customer

- In case of he can’t his debt off within 1 year, we advise him to choose
the interest rate for the first 24 months is 9,5%.
- Next years, interest rate will base on the highest deposit interest rate
at the time plus amplitude 3-3.5%/year.
- He uses the apartment he wants to buy as collateral for this loan.
Initially, he chose a loan term of 144 months (12 years),

Negotiation and

-He decided to choose a 120 months (10 years) loan term because he

results

could afford to pay monthly and not lose 24 more months of interest.
- After 1 week to support him to complete procedures and necessary
documents (ID card, household registration book, real estate sale and
purchase contract,..) Sacombank decided to disburse for him 65% of
the apartment’s price is 2.145.000.000 VND.

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6 Service analysis
1.1.1 Customer research

a) Define the survey's content and objectives.
After researching and learning about the financial performance of Sacombank
and its competitors, I decided to conduct a survey to better understand the needs and
perceptions of customers about this service. Just like any other survey, I created this
survey with 11 or 12 questions in the following categories:
• Determine customer requirements
• Determine customer satisfaction and how they perceive the service.
• Identifies the most important competitions.
• Make recommendations to improve customer satisfaction.
• Investigation strategy:
- Steps of making survey:
Step1: Define the content and objects of the survey.
Step 2: Make the questionnaire.
Step 3: Distribute and collect surveys.
Step 4: Analyze result.
- Research method: Method of observing, collecting and statistical data to be
able to analyze the situation of a bank's home loan activities, qualitative method,
quantitative method.
- Research object: Sacombank's home loan situation
- Location: Sacombank- Dong Do Branch.
- Number of the survey sheet: 105 investigation sheets.
b) Make the questionnaire
The presentation of the questionnaire should be simple and easy to understand.
Customers can answer the survey easily and quickly. The questionnaire helps me to
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collect information quickly, accurately and especially I can analyze the data easily. So
I choose to survey customers with a questionnaire.
c) Distribute and collect questionnaires

From April 14, 2022 to May 14, 2022, my survey will take place in 4 weeks,
interviewing Sacombank home loan customers at many Sacombank branches in Hanoi
by direct question and answer form. I choose the face-to-face survey because I can
witness the customer's attitude when the survey participants are there, allowing me to
choose the most accurate survey samples.
d) Analyze the survey results
• I performed a home loan satisfaction survey for individual clients using
personal customer data from Sacombank's Dong Do Branch. I'll send the questionnaire
to the customer directly.
• Data processing: After researching and deleting inappropriate answers, I
received 105 correct, serious and honest answers from which to analyze the data I have
collected.
Chart 1: Customer’s gender

• The survey results show that out of 105 valid survey questionnaires, there are

58 female customers (accounting for 55.2%) in the entire survey, of which male
customers account for 41.9% (44 customers) and other genders accounted for 2.6% (3
customers). It can be seen that female customers are more interested in home loans.
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This is completely reasonable, women are usually careful in everything, and they have
very high and rich product requirements. Therefore, having numerous of female
customers proves that Sacombank Dong Do branch is a bank with a high position in
people's hearts.
Chart 2: Age group of customer

• In the survey, I have divided the Customer age as follows:
- Under 25 years old: this age group focuses mostly on students and those who

have just graduated from school and have just started looking for work, have not had a
stable job yet.
- From 25 to 35 years old, most people in this age group have had a stable job
and started a family.
- From 35 to 45 years old, people in this age group begin their career peak, get
married and have a small family member.
- Over 45 years old, both jobs and families are stable and include retirees
• According to the survey results, from 25 to 35 years old is the age group with
the highest number of customers, accounting for 40.9% (43 customers) of the total
number of customers. This is understandable, because this is the age of getting
married, they have a lot of needs to use the bank's home loan service. Therefore, banks
should focus on the utility and diversity of products so that customers have more
choices. Next is customers under the age of 25, accounting for about 32.4% (34
customers) of the total survey questionnaires. Banks should pay more attention to this
group of people because they also have a lot of demand to use the bank's home loan

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service. Customers from 35 to 45 years old account for 18.1% of the total number of
customers and customers aged 45 and over account for the remaining 8.6% (9
customers). These are also two groups that banks should pay attention to because they
have the need to buy a house for their children.
Chart 3: Marital status of customers

• From the survey results on the age of customers, I see that there are many
young customers, so in terms of their marital status, the single rate is higher than
50.5% of the total (53 customers). Therefore, this is an important source of customers,
which banks need to pay more attention to. Besides, customers with families of 52
people account for 49.5% of total customers.

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Chart 4: Customer occupation

• As a result of the survey on work, I conducted a survey of 5 groups of
customers: students, workers, office workers, and retired civil, commercial and
business shareholders. Occupational surveys provide important data for the
development and enhancement of banking services. Customers that the bank needs to
target, and also the source of customers that can help the bank make money.
Customers are office workers and civil servants, accounting for 41% (43 customers) of
the total number of customers. These are customers with stable income and are in need
of loans to buy houses. With a rate of 34.3% (36 customers), commercial and sales
staff are the second most popular employees. These are high-income customers who
have a strong desire to buy a home but also desperately need a bank loan. Workers
account for 10.5% (11 customers) of the total. Customers are students, accounting for
9.5% (9 customers). Retired customers account for 5.7% (6 customers) of the total
number of customers, which is a small group of customers when participating in home
loan services.

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