Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market

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APPENDIX 1
Survey about the level of satisfaction of customer to the consultation service of
securities companies in Hanoi Stock Market
Objective: We are students from FTU University, Faculty of International
education. At the moment, we are researching about the consultation
service at securities companies in Ha Noi stock market. The result of
this questionnaire will help us answer more clearly about the interest
of the customer to the consultation service and level of satisfaction to
that service in securities companies in Ha Noi. The result of this
questionnaire will help us to get the fact data into our research. We
hope that you will take your time to answer the questions below.
Thank you very much!!!
Secure: Private information of respondents will be totally secured. The result
of the questionnaire will be displayed in percentage.
Note: Please choose a correct answer for each question.
I. General information
1. How long have you invested in the stock market?
□ A. Under 6 months
□ B. From 6 months to 12 months
□ C. More than one year
2. Within three months recently, do you often execute trade?
□ A. 1-2 times/ week
□ B. 3-4 times/ week
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□ C. Daily
□ D. Others:
…………………………………………………………………
3. Please choose the reason from the options below to tell us why you choose
this securities company for trading?( maximum 2 choices)
□ A. There are many options of service

□ B. High quality of service
□ C. Prestige of the securities company
□ D. Low trading fee
□ E. Know about the company through relative/friend.
□ F. Others:
………………………………………………………………….
II. Service of securities company:
4. Does your securities company you are register, initiatively provide you with
the information about the present stock market?
□ A. No
□ B. Yes:
 If yes, do you satisfied with the information you received?
□ A. Totally satisfied
□ B. Partly satisfied
□ C. Normal
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□ D. Partly unsatisfied
□ E. Totally unsatisfied
5. Do you use the consultation service of this security company?
□ A. Yes (Move to part A)
□ B. No (Move to part B)
A. This part is for the customer used/using the consultation service of
company
6. Do the consultations, analyze of the stock broker affect on your investing
decision?
□ A. Totally influence
□ B. Partly influence
□ C. Influence
7. At your point of view, are the information which were given by the stock
broker helpful for the investor using consultation service?

□ A. Totally agree
□ B. Partly agree
□ C. Difficult to answer
□ D. Partly disagree
8. Do you think your stock broker have these manifestations?
□ A. Advice the investor to carry out many transaction to earn profit
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□ B. Using the investor’s account irregularly
□ C. Using the transactions of customer with bad purpose (get
benefit, impact to the market badly)
□ D. Others:
………………………………………
…………………………………………………………………………………
…………………………………………………………………………………
9. How do you evaluate about the truthful level of your present stock broker?
□ A. Totally believable
□ B. Partly believable
□ C. No ideas
B. This part is for the customer not using the consultation service:
10.For what reason you do not use the consultation service of the securities
company?
□ A. High fee
□ B. Not know about the service.
□ C. Quality of the service is not good enough
□ D. Others:
………………………………………………………………….
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…………………………………………………………………………
………
…………………………………………………………………………

………
11.Do you have any suggestion for the improvement of the consultation service,
brokerage:
□ A. Reduce trading fee
□ B. Improve more skilled for the stock brokers
□ C. The company should create some policies, regulations which
strictly define authorization and obligation of the stock broker
□ D. Others: …
………………………………………………………………
… …………………………………………………………………
…………………………………………………………………………
…………………
III. Other information:
12.Sex :
□ A. Male □ B. Female
13.Occupation:
□ A. Officer
□ B. Student
□ C. Housework
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□ D. Others:
14.How much is your capital when you join the stock market?
□ A. Under 100millions
□ B. 100-500 millions
□ C. 500 millions – 1 billion
□ D. More than 1 billion
Thanks for your cooperation!
APPENDIX 2
Q1. Time investment
Frequency Percent Valid Percent

Cumulative
Percent
Valid <6month 14 9.1 9.1 9.1
6-12mths 18 11.7 11.7 20.8
>12mths 122 79.2 79.2 100.0
Total 154 100.0 100.0
Q2. Recent transaction time
Frequency Percent
Valid
Percent
Cumulative
Percent
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Valid 1-2times/week 40 26.0 26.0 26.0
3-4times/week 32 20.8 20.8 46.8
Everyday 78 50.6 50.6 97.4
Others 4 2.6 2.6 100.0
Total 154 100.0 100.0
3.1 Q3.A
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 54 35.1 35.1 35.1
No 98 63.6 63.6 98.7
3.00 2 1.3 1.3 100.0
Total 154 100.0 100.0
3.2 Q3.B
Frequency Percent Valid Percent
Cumulative
Percent

Valid Yes 48 31.2 31.2 31.2
No 106 68.8 68.8 100.0
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Total 154 100.0 100.0
3.3 Q3.C
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 58 37.7 37.7 37.7
No 96 62.3 62.3 100.0
Total 154 100.0 100.0
3.4. Q3.D
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 18 11.7 11.7 11.7
No 136 88.3 88.3 100.0
Total 154 100.0 100.0
3.5 Q3.E
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 38 24.7 24.7 24.7
No 116 75.3 75.3 100.0
Total 154 100.0 100.0
3.6 Q3.F
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Frequency Percent Valid Percent
Cumulative
Percent

Valid Yes 26 16.9 16.9 16.9
No 128 83.1 83.1 100.0
Total 154 100.0 100.0
Q4. Frequency provided information
Frequency Percent Valid Percent
Cumulative
Percent
Valid No 30 19.5 19.5 19.5
Yes 124 80.5 80.5 100.0
Total 154 100.0 100.0
Q5. Information provided satisfaction
Frequency Percent Valid Percent
Cumulative
Percent
Valid No answer 26 16.9 16.9 16.9
Totally satisfied 48 31.2 31.2 48.1
Partly satisfied 44 28.6 28.6 76.6
Normally 22 14.3 14.3 90.9
Partly unsatisfied 10 6.5 6.5 97.4
Totally
unsatisfied
4 2.6 2.6 100.0
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Total 154 100.0 100.0
Q6. Transaction method using

Frequen
cy Percent
Valid
Percent

Cumulativ
e Percent
Vali
d
Direct order at
desk
24 15.6 15.6 15.6
Telephone 66 42.9 42.9 58.4
Internet 36 23.4 23.4 81.8
Others 28 18.2 18.2 100.0
Total 154 100.0 100.0
Q7+Q16.
Consultancy service using * Ordinal capital Crosstabulation
Ordinal capital Total
<VND100
millions
VND100-
500millions
VND500mill
ions-
VND1billion
>VND1billion
s

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s
Consultancy
service using
Yes
16 18 26 12 72

No 38 26 12 6 82
Total 54 44 38 18 154
Q8. Influence of broker's analysis to investor'decision

Frequenc
y Percent
Valid
Percent
Cumulative
Percent
Valid No answer 82 53.2 53.2 53.2
Totally no
influence
10 6.5 6.5 59.7
Partly influence 38 24.7 24.7 84.4
Influence 24 15.6 15.6 100.0
Total 154 100.0 100.0
Q9. Usefulness of broker's analysis
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid No answer 84 54.5 54.5 54.5
Totally right 10 6.5 6.5 61.0
Partly right 30 19.5 19.5 80.5
Difficult to 26 16.9 16.9 97.4
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answer
Partly wrong 4 2.6 2.6 100.0

Total 154 100.0 100.0
Q10. Broker's demonstration

Frequenc
y Percent
Valid
Percent
Cumulative
Percent
Valid No answer 96 62.3 62.3 62.3
Advise you to carry
out many
transactions to earn
profit
4 2.6 2.6 64.9
Use your account
irregularly
2 1.3 1.3 66.2
Use the transactions
of customers with
bad purposes
1 .6 .6 66.9
Other ideas 51 33.1 33.1 100.0
Total 154 100.0 100.0
Q11.The truthful level of brokers
Frequency Percent
Valid Cumulative
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Percent Percent
Valid No answer 82 53.2 53.2 53.2

Totally
believable
50 32.5 32.5 85.7
Partly believable 16 10.4 10.4 96.1
No ideas 6 3.9 3.9 100.0
Total 154 100.0 100.0
Q12. Reason not to use the services of security company

Frequenc
y Percent
Valid
Percent
Cumulative
Percent
Valid No answer 60 39.0 39.0 39.0
High fee 8 5.2 5.2 44.2
Unknown to the
services
36 23.4 23.4 67.5
Not good information 32 20.8 20.8 88.3
Other ideas 18 11.7 11.7 100.0
Total 154 100.0 100.0
Q13. Recommendation for improving the consultancy services

Frequenc
y Percent
Valid
Percent
Cumulative
Percent

Valid No answer 38 24.7 24.7 24.7
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Reduce the fee 12 7.8 7.8 32.5
Improve more
skilled brokers
56 36.4 36.4 68.8
More specific
management
policy
20 13.0 13.0 81.8
Other ideas 28 18.2 18.2 100.0
Total 154 100.0 100.0
Q14. Sex
Frequency Percent Valid Percent
Cumulative
Percent
Valid No answer 4 2.6 2.6 2.6
Male 104 67.5 67.5 70.1
Female 46 29.9 29.9 100.0
Total 154 100.0 100.0
Q15. Current occupation

Frequenc
y Percent
Valid
Percent
Cumulative
Percent
Valid No answer 6 3.9 3.9 3.9
State-owned

enterprises
58 37.7 37.7 41.6
Private enterprise 42 27.3 27.3 68.8
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Joint-venture 2 1.3 1.3 70.1
Others 46 29.9 29.9 100.0
Total 154 100.0 100.0
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Ordinal capital
Total
<VND1
00millio
ns
VND100
-
500milli
ons
VND500mi
llions-
VND1billio
ns
>VND1billi
ons
Consultancy
service using
Yes 16 18 26 12 72
No 38 26 12 6 82
Total 54 44 38 18 154
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NoYes
Consultancy service using
40
30
20
10
0
Count
>VND1billions
VND500millions-
VND1billions
VND100-500millions
<VND100millions
Ordinal capital
Bar Chart
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1. DATA ANALYSIS TECHNIQUE
After collecting data, chart and table will be drawn for comparing. Then, this
technique also helps readers understand easier.
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1.1. Primary data
a. Interview
Purpose
Besides article interviewed broker, we will face to face interview with
3 brokers who working in different securities companies. By asking brokers
who work and communicated with their clients directly, we will get
information we need. Besides, to make interviewee feel comfortable, we
asked open questions and have open conversation with brokers.
Process
Before interviewing, researchers found documents related to brokers

and stock market. Questions were prepared to ask which were in form of
open question so interviewee could give their own opinion about their career
in currency.
Interviewees are brokers who work directly in Hanoi stock market at
different security companies and they did not know about what questions
would be asked .Their answers gave researchers an overview about
consultant services.
In interviewing, researchers asked from 3 to 5 questions related to
brokers’ job. Researchers made sure that all answers only use for this topic
only, therefore we take notes instead of recording.
Researchers aim to find out the first objective which is “To get an
overview about broker service in Ha Noi and the efficiency of using
consultant services”. First of all, we asked general information about
brokers’ job. After having an over view and based on interviewee’s attitude
we will asked deeply questions. We asked brokers about how did investors
used their services in different security companies, or how did brokers
advice to their customers.
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Besides, researchers also asked brokers about the gap between “what
will brokers do?” in theory and “what did brokers do?” in practice. From that
the researchers find out some limitation in consultant services.
Evaluation
By interviewing some brokers, we have overall about what brokers
do in practice different from theory. We also collected opinions from
brokers at different companies and compared with thesis from other research
before.
b. Survey Questionnaires
Purpose : investors who are direct connect and use brokerage service. Therefore,
their assessment is important to measure service quality. Moreover, they can give
opinion about limitation of brokerage service.

Process: there are total 154 respondents in three securities companies : VDSC,
BSC and VN Direct.
• Questionnaire methodology:
With questionnaire methodology, sampling method will be use is random
sampling. It means that survey will be distributed randomly to 154 casual
investors
• Questionnaire design:
As recorded above, data is collected by using survey. In a form of
questionnaire, it includes about 10-15 questions, which are divided into three
main parts. In the first part, researchers will ask some personal questions that
related to the job of investors and the company they are concerning. Then,
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the second part is focus on answering, “How many percentages of investors
are using broker’s service” and “whether brokers influence the investor’s
trading decision”. Finally, investors will be asked for suggestion to improve
the broker’s service to attract more customers.
• Time to survey: 3 weeks (1
st
May 2010 to 22
nd
May 2010)