IMPROVING INTERNET BANKING SERVICES OF SAIGON THUONG TIN COMMERCIAL JOINT STOCK BANK, CAU GIAY TRANSACTION OFFICE, DONG DO BRANCH

Professional bachelor degree
in Finance-Banking-Insurance
(Customer relationships management)

WORK PLACEMENT REPORT

IMPROVING INTERNET BANKING SERVICES OF SAIGON
THUONG TIN COMMERCIAL JOINT STOCK BANK, CAU GIAY
TRANSACTION OFFICE, DONG DO BRANCH.
Names of student: Nguyen Do Huong Linh
University year: 2019 - 2022

Tutor atTMU: Assoc. Prof. PhD PHAM Tuan Anh
Tutor at USTV: Marie-Josée Cambreling
Tutor at (Company):Mrs.Nguyen Thi Hong

Hanoi - 2022


TABLE OF CONTENTS
TABLE OF CONTENTS...............................................................................................1
LIST OF TABLES.........................................................................................................3
LIST OF CHART..........................................................................................................3
INTRODUCTION.......................................................................................................1
PART 1: OVERVIEW OF SACOMBANK, DONG DO BRANCH AND THE
INTERNSHIP..............................................................................................................2
1.1 Sacombank:............................................................................................................2
1.2 Dong Do branch:....................................................................................................2
1.3 Introduction of the internship:.............................................................................3
PART 2: INTERNSHIP IMPLEMENTATION AT DONG DO BRANCH.............5
2.1 The internship position, responsibilities and tasks..............................................5

2.1.1 Department structure and internship position.................................................5
2.1.2 Business procedure and work placement responsibilities................................5
2.1.3 Daily tasks...........................................................................................................6
2.2 Some business cases...............................................................................................6
2.2.1 Case No1..............................................................................................................6
2.2.2 Case No2..............................................................................................................7
2.2.3 Case No3..............................................................................................................7
2.2.4 Case No4..............................................................................................................8
2.3 Service analysis......................................................................................................8
2.3.1 Customer research..............................................................................................8
2.3.2 Competitor analysis..........................................................................................14
2.3.3 SWOT analysis..................................................................................................16
2.4 KPI and KPR.......................................................................................................17
2.4.1

Key performance Indicator – KPI..............................................................17

2.4.2 Key performance results – KPR......................................................................17
2.4.3 Host firm assessment and recommendation....................................................17
PART 3: INTERNSHIP ASSESSMENT......................................................................20
3.1 The difficulties encountered................................................................................20
1


3.2 Internship gained.................................................................................................20
3.3. Career plan..........................................................................................................20
CONCLUSION...........................................................................................................22
APPENDICES.............................................................................................................23
PART I: GENERAL INFORMATION.....................................................................24
LIST OF REFERENCES.............................................................................................27

2


LIST OF TABLES
Table 1: Internship plan at Sacombank – Dong Do branch............................................4
Table 2: Purpose of using internet banking of customers.............................................12
Table 3: Level of customer satisfaction........................................................................13
Table 4: Maximum transaction limit and daily limit of Internet banking services at
banks............................................................................................................................ 14
Table 5: Comparison of Internet banking services of Sacombank with other banks....15
Table 5: SWOT analysis..............................................................................................16
LIST OF CHART
Chart 1: Organizational chart of Sacombank- Dong Do branch
Chart 2: Gender
Chart 3: Age
Chart 4: Job
Chart 5: Income
Chart 6: Customers
Chart 7: Media channels to help customers know about Sacombank’s internet banking
services

3


INTRODUCTION
In the context of Vietnam's deep and wide integration, competition with
international banks is increasing, one of the major reforms in the profit-seeking
strategy of banks is to increase revenue from banking activities. Other business
activities, besides the two traditional types of business, are receiving deposits and

lending. To do this, commercial banks need to better exploit profits from nontraditional business services.
Currently, the non-traditional business services of commercial banks are very
diverse. These can be mentioned as ATM services, home banking, phone banking...
However, as the Internet becomes more and more popular and important to everyone,
e-banking services are becoming more and more important for banks to exploit for
profit. Not only that, this type of service is also a useful tool to help banks quickly
assert their name.
Grasping that trend, Saigon Thuong Tin Commercial Joint Stock Bank has been
making efforts to catch up with the process of banking modernization, not only
perfecting traditional operations but also focusing on developing applications, using
modern banking, including Internet Banking. However, the development of Internet
Banking of Sacombank still has difficulties and limitations. The urgent issue now is
finding a way to successfully develop this service, helping the bank affirm its position
and brand as a pioneer in technology application.


PART 1: OVERVIEW OF SACOMBANK, DONG DO BRANCH AND THE
INTERNSHIP
1.1 Sacombank:
● Name: Saigon Thuong Tin Commercial Joint Stock Bank
● Slogan: “Accompanying development”: The content of the slogan is quite
simple and easy to understand for everyone. "Accompanying" with the desire that
customers accompany the business to develop. When choosing to use Sacombank's
services, it is choosing to accompany the company and develop together.
● Location: Head office: 266 - 268 Nam Ky Khoi Nghia, Vo Thi Sau Ward,
District 3, City. Ho Chi Minh City
● Number of employees: 18,500 people.
● Date of creation: 21/12/1991
● Sacombank officially came into operation with an initial charter capital of 3
billion VND with the merger of Go Vap Economic Development Bank with 3 credit

cooperatives Tan Binh, Thanh Cong and Lu Gia.
● Establishment license: Issued by the City People's Committee. Issued by Ho
Chi Minh on April 3, 1992
● Business registration certificate: Issued by the Department of Planning and
Investment of Ho Chi Minh City.
● Activity :
- Range of products: Accounts, Savings, Loans, Services, Insurance, Deposits,
Sacombank eBanking
- Competition: BIDV, Agribank, Techcombank, Kienlong bank, ACB, MB, VIB,
ABBANK
1.2 Dong Do branch:
● Location: 363 Hoang Quoc Viet, Cau Giay, Hanoi
● Number of employees: 50-99 employees
● Date of creation: 15/02/2008

pg. 2


● Range of products: Print account statement, Money tally, Payroll in batches,
Card service, Replace renew card, Property management, Loan service, International
banking services
● Phone: +848 39 320 420 Fax: +848 39 320 424
1.3 Introduction of the internship:
● Why the topic:
According to Sean Valant's "A Day in the Life of the Internet" summary, as of
September 2013, there are about 2.4 billion internet users in the world, an increase of
566% compared to 2000. Also according to the report In this case, 50.1% of users use
the internet for banking services. In recent years, especially in Vietnam, the electronic
payment market has undergone rapid development. In the third quarter of 2012,
according to research by IDG-BIU (Business Intelligence Unit), the number of people

using Internet Banking services increased by 35% compared to 2010.
The development of electronic banking in general and Internet Banking
(iBanking) in particular is one of the most effective solutions to increase the
competitiveness of banks, diversify products, increase convenience and speed. Saigon
Thuong Tin Commercial Joint Stock Bank (Sacombank) also started developing ebanking services in 2005 to meet the needs of customers, making the bank the leading
retail bank in Vietnam.
Therefore, in order to have an overview of e-banking services, specifically
Internet Banking of the bank as well as propose solutions to improve service quality, I
would like to choose the topic: Improving Internet banking service of Saigon Thuong
Tin Commercial Joint Stock Bank, Cau Giay transaction office, Dong Do branch.
● Internship plan:

pg. 3


Table 1: Internship plan at Sacombank – Dong Do branch
Date
From:05/03/2022
To:15/03/2022

From: 16/03/2022
To:10/04/2022

Task / Mission
Task 1 / Mission 1:

Outcome
Having basic

Learn details about online

knowledge of internet

banking services, steps

banking services, know

and procedures for

the process of performing

internet transactions for

transactions of the service.

individual customers
Task 2 / Mission 2:

- Learn how to

Learn how to negotiate

negotiate with customers.

with customers to improve
customer communication

- Improve customer
problem solving skills.

skills, problem solving
From:10/04/2022
To: 25/04/2022

skills, teamwork skills
Task 3 / Mission 3:
Analyze the SWOT
matrix

Statistics on
strengths, weaknesses,
threata and opportunities
of Sacombank in internet

From: 25/04/2022

Task 4 / Mission 4:

banking services.
From the survey

To: 15/05/2022

Conduct customer

results, I know the

surveys and analysis

satisfaction level of

customers when using
internet banking services

From 15/05/2022

Task 5 / Mission 5:

at Sacombank.
- Knowledge of

To: 28/05/2022

Complete my work

Internet banking services

placement report

of Sacombank
- Identify career
plans in the near future

PART 2: INTERNSHIP IMPLEMENTATION AT DONG DO BRANCH

pg. 4


2.1 The internship position, responsibilities and tasks
2.1.1 Department structure and internship position
● Department structure:

Manager
3 deputy
directors
Business
Department

Risk control
department

Accounting
and fund
department

International
Payment
Department

Trading
department

Currency
trading
department

Administrative
department

Bussiness
Department

Accounting
department

8 transaction
offices

Chart 1: Organizational chart of Sacombank- Dong Do branch
(Sources: Official website of the bank)
● Internship position: intern in personal customer care – Cau Giay transaction
office
2.1.2 Business procedure and work placement responsibilities
Perform reception, greeting as well as learn the needs of customers.
Consulting and supporting customers when in need of internet banking products
and services
Introduce new products and promotions to customers when using the service.
Collecting opinions, explaining and guiding customers to resolve comments and
questions within the permitted scope. In case you can't solve it yourself, you need to
make suggestions to your superiors for support. Receive and resolve customer
complaints.
Support and help customers to perform transactions on banking products and
services such as transactions, account opening, account management, payment, money
transfer, bill payment,...
Support customer care, ensure to always keep the standards, quality as well as
regulations on customer care of the bank.
Expand relationships, help, take care of customers to direct customers to use
other products.
2.1.3 Daily tasks
pg. 5



From 08:00 A.M to 11:00 A.M:

- Welcoming and understanding the needs of customers.
- Receive and handle customer requests/inquiries related to the bank's internet
banking services.
- Introducing the bank's attractive promotions and incentives when customers use
the service.
- Help employees in setting up customer profiles.
 From 01:30 P.M to 05:00 P.M:
- Receive and manage customer complaints and issues to be resolved and provide
information to the appropriate departments to handle such complaints.
- Filter customer's bank card and check customer information.
- Get the signature and seal of the branch manager for each client document.
- Make a report on the number of customers transacting in the day.
2.2 Some business cases
2.2.1 Case No1
● Customer information:
- Customer ID: 001SCB
- Sex: Male
- Age: 20
- Address: Mai Dich - Cau Giay - Ha Noi
- Occupation: Student
- Monthly income: 5 million / month
Customers who want to open an internet banking account
 Information Services:
- Name: Internet banking
- Type: Register for internet banking service
● Negotiations and result:

- Negotiation: The intern has filled in the available information in the form and
waits for the account activation. At the same time, introduce promotions when
customers use the service, answer customer questions about the service. Then, the
trainees introduced more to customers how to register for internet banking service
online through the official website of the bank and guide to install the banking
application on the phone.
- Result: Customer successfully opened an account and was satisfied with the
service quality.
2.2.2 Case No2
pg. 6


● Customer information:
- Customer ID: 221SCB
- Sex: Female
- Age: 35
- Address: Phu Dien - Bac Tu Liem - Ha Noi
- Occupation: Worker
- Monthly income: 15 million / month
Customers complain about transferring money to acquaintances but they have not
received it even though the customer's account has been deducted.
● Information Services:
- Name: Internet banking
- Type: Bank Transfer
● Negotiations and result:
- Negotiation: Interns check the customer's transaction history, contact the
relevant department to confirm whether the transaction was successful or not. After
checking and confirming, the intern informs the customer that the transaction was
successful, but the bank's system is having some minor problems so the money has not
been transferred to the recipient. The intern apologizes to the customer and ensures

that the problem will be fixed in the shortest time.
- Result: The customer agrees and requires the bank to give a specific notice for
similar cases.
2.2.3 Case No3
● Customer information:
- Customer ID: 352SCB
- Sex: Female
- Age: 28
- Address: Mai Dich - Cau Giay - Ha Noi
- Occupation: Businessman
- Monthly income: 20 million / month
The customer mistakenly transfers a large amount of money to a stranger and
asks the bank to assist in a refund.
 Information Services:
- Name: Internet banking
- Type: Bank Transfer
● Negotiations and result:

pg. 7


- Negotiation: The intern checks the customer's transaction, confirms that the
customer's account has been deducted, but there is no proof that the money transferred
was unintentional or intentional by the customer. The intern explained and apologized
to the customer because the bank refused to refund in this case. In addition, the intern
contacted the relevant department to provide information about the recipient of the
money to the customer to exchange for a refund.
- Result: Customer agrees and thanks the bank's support.
2.2.4 Case No4
● Customer information:

- Customer ID: 502SCB
- Sex: Male
- Age: 25
- Address: Dich Vong - Cau Giay - Ha Noi
- Occupation: Officer
- Monthly income: 10 million / month
Customers who want to open an internet banking account
 Information Services:
- Name: Internet banking
- Type: Open an account
● Negotiations and result:
- Negotiation: The intern guides the customer to fill in the information form, then
asks the customer to present his/her identity card, but the customer's identity card has
been lost before and is waiting for re-work. Customers have brought a copy of their ID
cards before, but banks asked for original ID cards and refused to open accounts.
- Result: Customers go home without using the service.
2.3 Service analysis
2.3.1 Customer research
Survey start time: from April 25, 2022 to May 15, 2022
- Duration: 3 weeks
- Total number of surveyed Internet banking customers: 150 customers
But only 100 votes were successful, the remaining 50 failed due to many reasons.
- Research Methods:
Use paper questionnaires: I created a paper customer survey and left it at the
counter. Get help from a teller to send my survey to bank customers
Here are the graphs that have been analyzed from the results obtained:
● GENDER:
pg. 8

(Source: taken from survey results)
Chart 2: Gender
Comment: The total number of survey samples is 100, in which, female
customers account for a higher proportion. Specifically, the number of male customers
accounting for 38%, the number of female customers accounting for 62%. This shows
that the need to use internet banking is higher among female than male.
● AGE:

(Source: taken from survey results)
Chart 3: Age
Comment: The survey chart shows that the group of customers using internet
banking services is relatively young. Mainly customers from 22 to 30 years old
account for 52%. After that, customers from 30 to 50 years old account for 26%,
customers under 22 years old account for 20%. Only a small number of customers
over 50 years old use the service.
● JOB:

pg. 9


(Source: taken from survey results)
Chart 4: Job
Comment: Looking at the results, the customers using the service are mostly
office workers and civil servants with stable income, accounting for 46%. Followed by
students, students with the rate of 27%. Finally, there are traders, entrepreneurs and
workers, farmers with 15% and 12% respectively.
● INCOME:

(Source: taken from survey results)
Chart 5: Income

Comment: The chart above shows that the average income of customers using
internet banking services is quite high. Specifically, 37% of customers participating in
the survey have an income of 5 to 10 million per month, 29% have an income of 10 to
20 million, 11% have an income of 20 to 30 million and 20% have an income less than
5 million.
● CUSTOMERS

pg. 10


(Source: taken from survey results)
Chart 6: Customers
Comment: Mainly customers who sign up for Internet banking service packages
are individual customers, accounting for 80% of the total. Corporate customers
account for only 11% and 9% of registered customers for both categories.
● MEDIA CHANNELS:

(Source: taken from survey results)
Chart 7: Media channels to help customers know about Sacombank’s internet
banking services
Comment: Customers know about internet banking service through many
sources. The most is through the mass media with the rate of 31%. Next is through
referrals from relatives and friends, at the bank’s transaction counters and through the
bank’s website with the rates of 25%, 24%, and 20% respectively. This shows that
Sacombank should promote its products in the media to reach customers in the easiest
way.

pg. 11

● PURPOSE:
Table 2: Purpose of using internet banking of customers
Checking account balance
74%
Transfer
89%
Bill payment
45%
Borrowing capital
21%
Updating information on fee schedule, exchange rate, interest rate
25%
(Source: taken from survey results)
Comment: Based on the above table, we see that customers often use internet
banking for many different purposes, but mainly for transferring money and checking
account balances, accounting for 89% and 74% respectively. After that, bill payment
activities accounted for 45%, loans accounted for 21% and activities used to update
information on fee schedules, exchange rates and interest rates accounted for 25%.
● CUSTOMER SATISFACTION

pg. 12


Table 3: Level of customer satisfaction

Sacombank’s internet banking service
has high security and safety.
Website transactions are stable, no
congestion occurs.
Transactions in internet

service are

Completel

Disagre

Neutra

Complel

Agre

y disagree

e

l

y agree

e

1%

3%

23%

41%

32%

1%

7%

23%

42%

27%

1%

3%

19%

46%

31%

1%

2%

21%

40%

36%

1%

3%

27%

36%

33%

1%

4%

23%

40%

32%

1%

4%

15%

42%

38%

1%

2%

20%

46%

31%

1%

2%

17%

42%

38%

1%

6%

29%

36%

28%

1%

4%

24%

40%

31%

banking

performed exactly as

committed by Sacombank.
Sacombank notifies you when the
service will be performed.
Access
and
transactions

on

Sacombank’s website are done quickly.
The facilities in Sacombank’s internet
banking service can meet your needs.
Simple transaction process
Sacombank’s employees are always

ready to help when customers have
requests.
Sacombank always clearly discloses
the current regulations and procedures
for internet banking transactions.
Fees for using internet banking services
are appropriate and acceptable.
Sacombank has good incentives and
promotions for customers when using
the service.

(Source: taken from survey results)
Comment: Through the above assessment, we can see that customers are quite
satisfied with Sacombank's internet banking service, the level of service satisfaction
accounts for nearly half. On the other hand, the percentage of customers who feel not
really satisfied with the security, access speed, stability of the transaction website,
transaction fees and incentives when using the service is still quite high (> 20 %). This

pg. 13


shows that Sacombank needs to try to improve the above issues to bring the best
experience to customers.
2.3.2 Competitor analysis
Table 4: Maximum transaction limit and daily limit of Internet banking services
at banks.

Individual
customers

Sacomban VCB
k
Transaction 500 million 300
limit
VND
millio
n
VND
Limit for 1
billion 500
the day
VND
millio
n
VND
Transaction 2
billion
limit
VND

CTG
50
millio
n
VND
200
millio
n
VND
5

billion
VND

ABC

Kienlon
g Bank
If
you 20
register for million
confirmatio VND
n by email,
there is no 100
million
limit
VND

2
billio
n
VND
Business
1
200
customers
billio
million
n
VND
VND

Limit for 15 billion
15
5
1 billion
the day
VND
billion billio
VND
VND
n
VND
(Source: data compiled from official websites of banks)
Comment: Looking at the table above, we can see that the credit limit that
Sacombank grants to customers is high compared to both state-owned commercial
banks or other joint stock commercial banks. To avoid risks, depending on each limit,
the bank will have specific requirements for customers and specific written agreements
for each case. For limits higher than the specified limit, approval of the bank's board of
directors is required.

pg. 14


Table 5: Comparison of Internet banking services of Sacombank with other
banks

Queries
Transfer
Send savings
online
Bill payment

Financial services
Electronic
Recharge
Receiving
remittances,
foreign currency
transactions
Carry out
financial
transactions
through online
payment
gateways
Pay domestic tax
Tuition payment
SMS verification
code
Token Key
Verification Code
Service
maintenance fee
for individual
customers
Service
maintenance fee
for corporate
customers

Sacombank

VCB

Techcombank

CTG

ACB

x
x
x

x
x
x

x
x
x

x
x
x

x
x
x

x
x

x

x
x
x

x
x
x

x
x
x

x

x

x

x

x

x

x
x

x

x

x

x

Kienlong
Bank
x
x
x
x
x
x

x

x

x

x

x
x

x
x
x

x

x

x

VND
33,000/quarte
r (free if you
only register
for query
service)
Free

Free

VND
100,000/ year

VND
9,900/
month

Free

Free

VND
100,000/

year

VND
100,000/ year

VND
9,900/
month

Free

VND
10,00/
month

x

(Source: data compiled from official websites of banks)
Comment: Most banks have been gradually improving, providing more and more
types of transactions and payments to customers, so banks compete with each other
mainly through fees as well as related incentives. In fact, in order to attract customers,
many banks have not yet collected service maintenance fees for individual customers,
including Sacombank. In addition, Sacombank is having a promotion program to
pg. 15


refund 10% of the value of electronic transactions for customers when paying and
depositing e-money via iBanking.
2.3.3 SWOT analysis
Table 5: SWOT analysis

Strength
- Although the number of customers of
Sacombank is less than the market, the
majority of customers coming to
Sacombank are long-term customers and
potential customers.
- Sacombank has higher transaction limit
and limit for day for individual
customers than competitors.
- Sacombank is free to maintain services
for corporate customers while other
banks have to pay a fee.
- Sacombank has a team of highly
qualified, well-trained personnel with a
dedicated and attentive service attitude.
Opportunity
- Vietnam currently has over 97.4
million people with a young population
structure, so access to technology and
the internet is high, the percentage of
population using smartphones increases
rapidly, creating favorable conditions for
internet banking services strong growth.
- On the basis of developed technology,
Sacombank has favorable conditions to
develop internet banking services,
meeting the increasingly diverse needs
of customers in line with the 4.0
industrial era.
- International integration increases the

level of competition but also increases
the soundness and safety of the entire
banking system. On the other hand,
through integration, the bank has the
opportunity
to
access
capital,
technology, experience and management
level of developed banks in the world.

Weakness
- Modern technology has not been
applied synchronously throughout the
system.
- The marketing of products and services
is not really effective and has not made a
difference.
- The market share is not really large.
- Risk management in business is still
quite poor.

Threat
- Competing banks are increasingly
developing technology into electronic
payment services, causing many
customers to wonder which bank's
services should they choose.
- Online transactions are still not really
convenient, there are still many costs

when using the service and there are
many technical errors in the system,
showing that Sacombank still needs to
improve a lot in the service system to
meet the needs of customers.
- The network security issues still exist
quite a lot, so customers still do not fully
trust the safety of this service.

pg. 16


2.4 KPI and KPR
2.4.1 Key performance Indicator – KPI
● Customer retention rate > 90%
● Rate of customers leaving the business < 10%
● Rate of customer sympathy > 90%
● Customer satisfaction index 9/10 points
● Rate of customer complaints < 10%
● Problem solving rate from the first call > 70%
● Rate of resolved issues/backlogs > 80%
2.4.2 Key performance results – KPR
● Customer retention rate = 75% (not yet achieved)
● Rate of customers leaving the business = 8% (passed
● Rate of favorable customers = 90% (pass)
● Customer satisfaction index = 8/10 points (pass)
● Rate of customer complaints = 11% (unsatisfactory)
● Rate of problem solving from the first call = 60% (unsatisfactory)
2.4.3 Host firm assessment and recommendation
In the coming time, in order to develop internet banking services at Sacombank,

it is necessary to perform the following solutions synchronously:
• Firstly, Sacombank needs to constantly invest in infrastructure, improve
technology to ensure smooth digital banking operations, provide diversified, easy-touse digital banking services, and create trust with customers.
Because when deploying and developing digital banking services, capital,
technology, and technology infrastructure are fundamental and important factors that
need to be given top attention. It is necessary to optimize different technology areas
such as server systems, data centers, hardware and software equipment that can be
linked between domestic and foreign banks' systems. Upgrading and expanding the
transmission line with large capacity and high speed is also necessary to avoid the case
of too many users at the same time causing network congestion.
On the other hand, information security is especially important for banks and
customers. This is one of the factors that create psychological barriers for customers
when accessing digital banking services. This requires Sacombank to invest in a total
solution from infrastructure to security software solutions and a team of experts and
security experts in the banking sector.

pg. 17


• Second, Sacombank needs to establish an effective risk management
supervision mechanism in digital banking services.
To perform digital banking services, bank managers need to be fully aware of the
complexities of digital banking applications and must have certain technical and
technological knowledge. This is essential whether digital banking systems and
services are managed directly or outsourced to a third party. Monitoring processes
need to be implemented regularly and effectively to detect and promptly handle any
arising risks or any illegal intrusions that may appear in the digital banking system.
Risk management processes for digital banking must be integrated into the bank's
overall risk management mechanism. The bank's risk management policies and
procedures should be regularly reviewed, evaluated, revised and upgraded in a timely

manner to ensure their suitability and ability to handle risks arising in internet banking
activities in the present and in the future.
• Third, the bank's security control system needs to be regularly upgraded and
maintained continuously to ensure the safety of the digital banking technology and
data system, and avoid risks arising from inside sources or outside outside. Reasonable
permissions should be established, strict data and access controls, and strict
infrastructure security controls should be established to maintain permission limits for
both users and outsiders.
• Fourth, improve service quality, diversify products, distribution channels and
promote product promotion. In order to retain current customers, make a good
impression on potential customers and improve competitiveness with other banking
services, banks need to diversify products and services, distribution channels, etc,
identify the needs of each customer group to offer suitable products and services.
Gradually bring modern services to the countryside, proactively identify the needs of
each customer group across regions to offer products suitable for each target group. In
addition to product research and development, banks need to focus on introducing and
promoting products to customers, setting out promotional strategies suitable for each
customer.
• Fifth, improve the qualifications and thinking of the bank's staff.
To be able to maintain the current customer base and be able to promote the
products through it to other customers, the bank needs to strengthen and improve the
relationship with customers. The bank's customer service department needs to be fully
invested in facilities, equipment as well as trained professional staff.
On the other hand, banks need to have a plan to build and train a team of
dedicated staff who are ready and timely to support and advise customers to provide
pg. 18


digital banking services to each customer group, each specific customer. Train staff to
master modern techniques, have good communication skills, handle situations

professionally, in order to bring high service quality and meet customers' expectations.
The staff is not only good in professional capacity to be able to explain all product
questions to customers, but also has a cheerful attitude to welcome customers, creating
comfort and satisfaction for customers.

pg. 19


PART 3: INTERNSHIP ASSESSMENT
3.1 The difficulties encountered
● Difficulties encountered during the internship:
-

Because experience and knowledge are not complete, so when coming to the

internship, there are still many new problems that are difficult to solve by myself. This
affects the process of performing assigned tasks at the internship site.
-

When conducting the survey, I also encountered some limitations due to the

relatively small number of surveyed customers. Many customers do not want to
participate in the survey for fear of their personal information being exposed, causing
inconvenience later. On the other hand, many customers agree to participate in the
survey.
-

The official data source that I am allowed to access is not really abundant,

due to the information security requirements of the bank. I only have access to and

search for some documents that are widely publicized by the bank.
● To overcome these difficulties, I think I should take the following measures:
-

Look and follow the instructions of the official staff of the bank. Take the

initiative to ask what you do not know to complete the assigned work in the best way.
-

Create trust for customers by convincing them.

-

Search for more data and information from other sources such as newspapers

or the Internet.
3.2 Internship gained
● Knowledge gained: Gain more knowledge about Sacombank's internet
banking account opening process, understand more about customer habits, knowledge
about handling reports, handling customer problems.
● Experience gained: Gained more experience in welcoming customers,
solving customer problems, assisting customers in opening bank accounts, finding
products that meet customer needs.
● Skills improvement: Improve communication skills with colleagues and
customers; problem-solving skills occur; improve teamwork skills, at the same time
know how to work independently and proactively.
3.3. Career plan
● Short time: My plans for the next 6 months:
- Complete and defend the internship report well.
- Add more knowledge about the banking industry.

● Mid-term: within the next 1 year:
pg. 20


- Join more English communication courses
- In addition, I also want to complete an office computer course to improve my
level of word, excel.
- Internship at many different banks to gain experience.
● Long-term: about 2 years later
- Find yourself a job that is suitable for your specialty.
- Then I will become a full-time employee of a bank.
- Be able to be financially independent and invest more in social skills.

pg. 21