Credit services quality of vietnam joint stock commercial bank for industry and trade vietinbank

THAI NGUYEN UNIVERSITY
Socialist Republic of Viet Nam

SOUTHERN LUZON STATE UNIVERSITY
Republic of the Philippines

CREDIT SERVICES QUALITY OF VIETNAM JOINT STOCK
COMMERCIAL BANK FOR INDUSTRY AND TRADE – (VIETINBANK)
(SUMMARY)

A RESEARCH PROPOSAL PRESENTED TO THE FACULTY OF
GRADUATE SCHOOL
SOUTHERN LUZON STATE UNIVERSITY, PHILIPPINES
IN COLLABORATION WITH
THAI NGUYEN UNIVERSITY S.R. VIETNAM

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE
DOCTOR IN BUSINESS ADMINISTRATION

Supervisor: Dr. CONRADO L. ABRAHAM

Student Name: DONG TRUNG CHINH
English name: ERICH

Thai Nguyen, 2013
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PUBLICATIONS RELATED TO THE THESIS
1. Dong Trung Chinh (2012). Solutions to reduce the credit risk of
commercial banks. Research Journal of Finance and Accounting No. 05 (106)

2012 ISSN 1859 - 4093.
2. Pham Hong Manh, Dong Trung Chinh (2013). Restructuring of the state
– owner corporations: Some recommendations. Economy and Forrecast Review
No. 06, 3/2013 (542) ISSN 0866.7120.
3. Pham Hong Manh, Dong Trung Chinh (2013). What effects the
household businesses’ intention to ask for loans. Economy and Forrecast Review
No. 08, 4/2013 (544) ISSN 0866.7120.
4. Dong Trung Chinh (2013). About the credit servicing quality at
Vietinbank. Economy and Forrecast Review No. 09, 5/2013 (545) ISSN
0866.7120.

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Chapter I: INTRODUCTION
1.1. Background of the study
The banks are increasingly expressed and demonstrated its important role in the
national economy. In the context of international economic integration as the current
depth has created many opportunities but also many difficulties, challenges and solve
problems in the operations of the banks, especially credit area.
Such as many other banks in Vietnam, credit is not just a basic service to create a
large volume of assets in total assets but also the main source of VietinBank. Total
revenue, interest income and other expenses directly related to credit operations,
representing 65% - 75%.
With competition so fierce place, improve the quality of services is vital for the
competitiveness of the Bank. The fact that banking is highly homogeneous, so the
problem is that banks do make a difference in service, high usability, the banks will
have strong competitive advantages.
Keenly aware of this problem, beside solutions such as rapid increase of charter
capital and technological perfection, the joint-stock commercial banks have entered the

race to expand its network, diversify products and improve service quality to rapidly
chalk up share. On the Red River Delta region in recent years, the competitive
landscape of the commercial banks came so fierce. On the basis of the above mentioned
reason for the author to choose research topics: “Credit services quality of Vietnam
Joint stock commercial bank for industry and trade - VietinBank”
1.2. Statement of the Purpose
1.2.1. Overall object
Study level customer satisfaction with service quality of VietinBank - Red River
Delta region - Vietnam, then to propose solutions to improve the quality service credit
of VietinBank, while improving the competitiveness and efficiency of business
VietinBank.
1.2.2. Special objects
- Identify the components that make up quality service credit of VietinBank.
- Building scale components service quality credit of VietinBank.
- Proposed model for the study factors that influence the customer satisfaction about
the credit quality of VietinBank.
- Testing hypotheses about the relationship between qualities of service
composition, demographic characteristics to satisfaction of customers about credit
quality of VietinBank.
- Based in the analysis results, give recommendations necessary of leadership
VietinBank.
1.2.3. The study questions
1. What is the composition that constitutes quality of service VietinBank?
2. In the composition of VietinBank service quality, the ingredients are affecting
customer satisfaction the most important?
3. The basic solution is to improve the quality of service credit for VietinBank now?
4. What is the possible model that influences the customer satisfaction about credit
quality of VietinBank?
5. What are the recommendations necessary for the management of VietinBank
based on the results?

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1.3. Significance of the Study
1.3.1. In scientific terms:
First, the thesis system theoretical basis of quality and service in general banking
and credit services in particular.
Second, from the theoretical foundations for quality of service, the subject has built
research models and theories of the component factors of service quality for customer
satisfaction for financial services VietinBank use in Vietnam.
1.3.2. About is practicable:
First, services are difficult to measure, identify the elements of a quality
characterized by customer service evaluation, especially credit services is essential.
Understanding the expectations and perceptions of customers towards banks help
managers better understand, more sympathetic, more enthusiasm for serving audience.
Second, the level of quality of service credit provided by the Bank and its degree of
influence to the satisfaction of bank customers have the opportunity to help look at
ourselves from the perspective of the customer. From there, make policy management,
appropriate operational measures to improve service quality, serve customers better.
1.4. Scope and Limitations
First, in the process of collecting documents and data investigation on the use of
credit services to customers VietinBank still difficult. Therefore, the sample size is
small compared to investigate the number of customers using services of VietinBank.
Second, stratified sampling method for the local study area can not represent many
different customers.
Third, with a large credit institution as VietinBank many different services, such as
loans, receiving deposits, ATM, cash...However, a new study stopped just in financial
services research of this bank.
Fourth, from analysis the quality service composition in thesis primarily based on the

theory of service quality, namely that model is of Parasuraman SERVQUAL adjusted
for the characteristics of VietinBank in the region Red River Delta, Vietnam.
Chapter 2: REVIEW OF RELATED LITERATUES AND STUDIES
2.1. Reviw of Related Literature and Studies
2.2. Conceptual Framework
2.3. Hypothesis
2.3.1. Research Model
As mentioned above, and based on the results of in-depth interviews with
experienced professionals in the banking sector, the adjusted model to measure
satisfaction credit quality service in VietinBank proposed include the following 06
elements.
Figure 2.7: The research model with hypotheses based on five dimensions by
Parasuraman et al (1988)
Tangibles
H1
Reliability
H2
Responsiveness
H3
Satisfaction the quality of
H4
credit
Assurance
H5
Empathy
H6
Credit Profile

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2.3.2. Hypotheses
The model will be used to test hypotheses about group relations between the
components of credit quality service for customer satisfaction:
H1: Tangible means of of bank VietinBank to positively impact customer
satisfaction.
H2: The reliability of the service provider's bank credit VietinBank to positively
impact customer satisfaction.
H3: The enthusiasm of staff in providing services to positively impact customer
satisfaction.
H4. The assured of provides banking services VietinBank to positively impact
customer satisfaction.
H5: Empathy in the service of the bank employees to positively impact customer
satisfaction.
H6: Profile of bank credit is simple to positively impact customer satisfaction.
2.4. Definition of Terms and Variable
Assurance: The knowledge and courtesy of employees and their ability to convey
trust and confidence
Empathy: The provision of caring, individualized attention to customers
Tangibles: The appearance of physical facilities, equipment personnel and
communication materials
Reliability: The ability to perform the promised service dependably and accurately
Responsiveness: The willingness to help customers and to provide prompt service
Chapter 3: METHODOLOGY
3.1. Research Design
This study consists of two main steps: (1) Preliminary research and (2) qualitative
research. Presented in the following figure:
Figure 3.1: The process of conducting research.
- Theoretical basis and results
of previous studies

- Quality of service
- Customer satisfaction

Model &
scale (1)

Discussion group

Questionnaire

Model &
scale (2)

Adjust the scale and
model

Testing scale
Reliability and value
Adjust model

Check Cronbach Alpha coefficients
Factor Analysis

Testing theoretical models

Regression
Verification of conformity
Testing the hypothesis...

3.2. Research Locals

3.3. Samples and Sampling Techniques Used
3.4. Instrumentation
3.5. Procedure
3.6. Statistical Analysis of the Data

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Chapter 4: RESULTS AND DISCUSSION
4.1. Research Results
4.1.1. Sample size and response rate
With 400 sample, but the sample was collected for analysis unsatisfactory sample
was only 368. Due to the client when performing the investigation, did not answer
enough information for data analysis. Thus, the sample size for the analysis of the thesis
to reach 92% of the sample being investigated.

4.1.2. Demographic characteristics
* Gender and age of the customer: In the 368 customer’s surveyed client to 61% in
the loan transaction Vietinban credits are men, the percentage of female customers
accounted for 39%. The results of gender statistics in the study sample.
* Age of customer: The age of the customers is quite diverse, spanning most of the
age. Rate Customer under the age of 25 accounted for 20.11% Customer are aged from
25 to less than 35 percentage 35.87% Customer are aged from 35 to less than 45
percentage is 21.20 % Customer aged 45 and under 55 accounted for 19.57% and the
rate is the rate customers over the age of 55 accounted for only 3.26% of customer
surveyed.
Age of the Customer to the transaction at the lowest VietinBank 24 and 58 the
highest. Average age of the Customer transaction is 36.07 years old.
* The level of education: The level of education of the Customer to the transaction at
VietinBank very diverse, from secondary, secondary to university and graduate. The

rate of high school graduation Customer base up 3.26%, preferably 9.78% of high
school, college - university graduates accounted for 72.83% and postgraduate 14.13
percentage %.
* Position work at the company: Most Customer are in the business staff to deal with
the bank. Rate Customer are directors or deputy directors accounted for 36.40%, the rate
of Customer is the chief accountant at the company is 29.30% and the percentage of
customers are accountants is 34.20%.
4.1.3. Descriptive Analysis Results
4.1.3.1. The object to business transactions.
In business transactions to the bank to 53% of non-state enterprises (except for
private enterprises), enterprises are state owned, and the remaining 6.5% are private
enterprises, percentage of 40.5%.
4.1.3.2. The level of loan transactions and credit
The survey results showed that 368 clients in business transactions at the bank to
VietinBank there is now 3.26% of the transaction with the bank's services for the first
time, 23.10% and there are more than 1 time to 73.64% in the regular trading.
4.1.3.3. Purpose and interest loans credit
The purposes for the loan of credit at the bank Customer also vary with the business.
With 37.23% of the borrower for the purpose of additional capital for the business,
while business loans for machinery and equipment investment is 36.41%. Percentage of
enterprises using the remaining credits for purposes other customers, such as payment
of short-term debt, building workshops...
4.1.3.4. Status debt these loans customers

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The survey results also show that, in businesses surveyed 69.3% to regular duly
repaid for loans from bank credit, seldom limited to incorrect rate 27.4% and often
incorrect term rate is 3.3% of the surveyed enterprises.

4.1.3.5. Approaching Credit VietinBank
Assessment of the situation of access to credit services business is very different. Of
368 companies surveyed, there were 31.8% of businesses said that access to financial
services is easy, 38.6% of the business is normal and 29.6% for that difficult.
4.1.4. The rating scale
Using analytical tools reliability Cronbach's Alpha to remove the garbage processing.
This involved two calculations relationship between themselves and ask the correlation
between the scores of all the items asked for the score of the entire chain of respondents
asked for. The correlation coefficients of variables are greater than 0.3, allowing
standard (Nunnally & Burnstein, 1994) and the criteria for selecting the scale when it
Cronbach's alpha coefficient reaches 0.6 or higher. Cronbach's Alpha will indicate the
measure of the links we have with each other or not.
4.1.4.1. Tangible
Composition Scale "Tangible" includes 7 observed variables. The Cronbach's Alpha
is 0.9309 > 0.6. The correlation coefficients of variables (Corrected Item-Total
Correlation) are greater than 0.3, and if we eliminate any variable will also be reduced
Cronbach's Alpha are no variables were excluded. So this scale satisfactory, further
variables are included in the factor analysis.
4.1.4.2. Reliability
The scale consists of 6 observed variables. Most of the correlation coefficients of
variables (Corrected Item - Total Correlation) are greater than 0.3. However, only
variables RELIABI6 = - .0854 < 0.3 is not satisfactory should be excluded (Appendix
2). After this kind of record, perform the analysis, the results achieved scale reliability
with Cronbach's Alpha is 0.9229 > 0.6.
4.1.4.3. Responsiveness
The scale consists of 5 observed variables. The Cronbach's Alpha is 0.8344 > 0.6.
The correlation coefficients of variables (Corrected Item-Total Correlation) are greater
than 0.3. Results achieved scale reliability.
4.1.4.4. Empathy
The scale consists of 5 observed variables. The Cronbach's Alpha is 0.8593 > 0.6.

The correlation coefficients of variables (Corrected Item-Total Correlation) are greater
than 0.3 and if we remove any variable will also be reduced Cronbach's Alpha are no
variables were excluded. So this scale satisfactory, further variables are included in the
factor analysis.
4.1.4.5. Assurance
Composition Scale "The assurance provider" includes 5 observed variables. The
Cronbach's Alpha is 0.8077 > 0.6. The correlation coefficients of variables (Corrected
Item-Total Correlation) are greater than 0.3, and if we eliminate any variable will also
be reduced Cronbach's Alpha are no variables were excluded. So this scale satisfactory,
further variables are included in the factor analysis.
4.1.4.6. Profile
Ingredients scale "credit profile" includes 4 observed variables. The correlation
coefficients of variables (Corrected Item-Total Correlation) are greater than 0.3, except

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for variables PROFILE5 (Appendix 2). After this kind of processing, performance
analysis, the results achieved scale reliability, with Cronbach's Alpha is 0.8496 > 0.6.
4.1.4.7. Satisfaction
Composition Scale "Satisfaction about the service credit" includes 5 observed
variables. The Cronbach's Alpha is 0.9209 > 0.6. The correlation coefficients of
variables (Corrected Item-Total Correlation) are greater than 0.3. Results achieved scale
reliability.
4.1.5. The results of analysis to explore factors
Perform job accreditation thang measured EFA, factor analysis for the thang
measured be used with method withdraw criticized is the method Principle trục
factoring with allows rotary Promax and point stop eigenvalue equal to 1. Thang
measured be accepted when total variance criticized equal or greater than 50%, the
variables have coefficient load factor <0.5 will continue be disqualified.

The results of analysis to explore factors that EFA factor loading of the variable
factors EMPA5 < 0.5. However, the value of this variable is very close to 0.5 should
retain research proposal. KMO value of factor analysis is quite high (0827 > 0.5) and a
mean of 0 (sig = 0.000), demonstrating a consistent factor.
At Engenvalue value greater than 1 for the extraction Principle axis factoring and
Promax rotation, factor analysis has been criticized for 6 EFA factors from 36 variables
with observed variance extracted is 68 537% > 50% (Index 2). There are six factors that
would explain the 68 537% of the data variability. The analytical results relevant factors
have drawn six factors, are shown in Table below:
Table 4.1: The analytical results EFA
Component
1
2
3
4
5
6
TANGIB3
.905
TANGIB1
.890
TANGIB4
.879
TANGIB6
.875
TANGIB5
.793
TANGIB2
.779
TANGIB7

.767
RELIABI1
.897
RELIABI4
.838
RELIABI5
.834
RELIABI3
.821
RELIABI2
.807
EMPA2
.901
EMPA4
.868
EMPA3
.841
EMPA1
.495
.572
EMPA5
.448
RESPON2
.827
RESPON5
.819
RESPON1
.793
RESPON3
.744

RESPON4
.675

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ASSURA3
ASSURA2
ASSURA4
ASSURA1
ASSURA5
PROFILE2
PROFILE1
PROFILE4
PROFILE3

.826
.812
.763
.731
.591
.871
.832
.818
.789

a Rotation converged in 5 iterations.
Source: Calculated from survey data
4.1.6. The correlation analysis between service quality components with customer
satisfaction at VietinBank

The analytical results show that a satis correlated strongly correlated positively with
the changes and respon-dimensional and correlated strongly with the variables
PROFILE, RELIABI and statistically significant at the 1% significance level. TANGIB
variables, RELIABI, EMPA, respon, ASSURA, PROFILE no relation to each other.
4.1.7. Results regression analysis of the impact of the credit component to quality
of customer satisfaction at VietinBank
The results estimated by regression method identified backward final model (Model
4). The data are explained 37.70% variation of the variables TANGIB, RELIABI,
EMPA, respon, ASSURA, PROFILE satisfaction (SATIS) in quality customer service
credit for VietinBank in Vietnam South, where most of the explanatory variables are
marked as expected. In the six variables studied three variables are statistically
significant at the significance level of 1% and 5%, including: RELIABI, RESPON,
PROFILE. In particular, the response factor (RESPON) the greatest impact to customer
satisfaction on service quality in bank credit. After the turn of no statistical significance
and perform the analysis, the results are shown in Table below:
Table 4.2. Results regression analysis

(Constant)
RELIABI
RESPON
PROFILE
R Square
Adjusted R Square
Statistics F
Durbin-Watson
N

Unstandardized
Coefficients
B

Std. Error
-3.150E-07
.041
.141
.041
.590
.041
.120
.041

Standardized
Coefficients
Beta

t

Sig.

.000 1.000
.141
3.431 .001
.590 14.325 .000
.120
2.917 .004
0.383
0.377
75.165 (Sig. = .000)
1.932
368

Collinearity
Statistics
Tolerance VIF
1.000 1.000
1.000 1.000
1.000 1.000

a Dependent Variable: SATIS
Source: Calculated from survey data
Regression equations for the components of credit quality services at VietinBank - Red
River Delta Area is expressed in the equation:
SATIS = 0.141* RELIABI + 0.590 * RESPON + 0.120* PROFILE
4.2. Discuss research findings

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4.2.1. Characteristics of the borrowers and providers of VietinBank
4.2.2. The components of quality of service credit
Results of the reliability analysis of component services shows that most scales
(iterm) were good measure to ensure the reliability and simplicity of the scale direction,
except for the iterm PROFILE5, RELIABI6 in components credit profile (PROFILE)
and reliability (RELIABI). Cronbach's alpha values of all components are quality of
service criteria allows larger (> 0.6). This suggests that the scale measuring the quality
of service composition in VietinBank credit - Red River Delta region to meet the
expectations of the study.
The factor analysis was performed through EFA tool, has six components were to
extract factors include: tangible (TANGIB), reliability (RELIABI), empathy (EMPA),
the response (RESPON), assurance (ASSURA), credit profile (PROFILE) and
satisfaction with the quality of customer service credit (SATIC).

4.2.3. Evaluate the relationship and the influence of the components in the credit
quality of the service to the customer satisfaction
From the correlation analysis results showed that the quality of the service
component of the credit VietinBank no relationship is statistically significant at the 1%
and 5%. However, they are positively correlated to customer satisfaction, 6 components
of research have 3 components correlated to customer satisfaction and are statistically
significant at the 1%, including: response (RESPON), credit profile (PROFILE), and
reliability (RELIABI). In part 3 of this response (RESPON) strongest correlation and
processing credit profile (PROFILE) weakest correlation to customer satisfaction
(STATIS).
Regression analysis results are shown in Table 4.16, model explains quite well the
change of the composition the credit quality service and customer satisfaction in
VietinBank. Index Adjusted R Square = 0377; the value F-test = 75 165, at 1%
significance level (Sig. = 0.000), shows the model explained 37.70% of the variation in
the quality of credit services to customers satisfaction in VietinBank. As this is crossdata (cross - data) to value Adjusted R Square = 0377 high is not entirely consistent
with the characteristics of this kind of data. The regression model results also indicate
that, in terms of other factors in the model do not change, if the independent variable
changes by 1 unit, customer satisfaction with the quality of service the credit
VietinBank will increase / decrease β (regression coefficient) units.
- Tangible (TANGIB): This factor positively impact customer satisfaction and have
signs as predicted. If the viewing other factors constant, then the increase in tangible
elements to 1 point will do for satisfaction level of customers increased to 0.024 points.
However, this variable is not statistically significant at the 10% the level of significance.
- The reliability of service credit (RELIABI): This factor impact positively to the
satisfaction of quality of service credit and marks VietinBank as predicted, are
statistically significant at the 1% significance level. This factor regression coefficient is
0.141. This means that if you seen as other factors unchanged, when confidence
increases by 1 point will make the customer satisfaction increased to 0.141 points.
- Empathy (EMPA): these factor positive effects on customer satisfaction and have
signs as expected. However, this variable is not statistically significant at the 10%

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significance level. Enthusiastic attitude and understanding of staff VietinBank for
customers to contribute positively in improving customer satisfaction.
- Responsiveness (RESPON): This factor also impacts positively to the satisfaction
of quality of service credit VietinBank and marked as predicted (a +), are statistically
significant at the 1% significance level. Standardized regression coefficient of this
factor is 0.590. This means that if you considered other factors constant while
increasing the response to 1 point will make satisfaction for the quality of customers
service credit increased 0.590 points.
- The assurance provider (ASSUARA): This factor has a positive impact on
customer satisfaction with the quality of service credit VietinBank, regression
coefficient is 0.054. If considered other factors constant, while the increased 1 point to
ensure the unit will do the level of customer’s satisfaction increased to 0.054 points.
However, this factor is not statistically significant at the 10% significance level.
- Credit Profile (Profile): Factors credit record can also impact positively to the
satisfaction of quality of service credit to customers VietinBank and marked as
predicted (a +), are statistically significant at the 5% significance level. Regression
coefficient of this factor is 0.120. This implies that if other factors constant, the credit
profile of the bank improved by 1 point will increase the level of customer’s satisfaction
of quality of service credit increased 0.120 points.
Recapitulate, the results of analysis of the 6 components of quality of service factors
VietinBank there really significant impact to customer’s satisfaction (SATIS),
including: reliability in the quality of service (RELIABI), response (RESPON) and
credit profile (PROFILE).
4.2.4. Detect violations assumptions in regression models
4.2.5. The difference in service quality between customer groups
4.2.5.1. Quality of service credit by gender customers

ANOVA analysis result shows, Levene Statistic indicators are statistically significant
level by 0688 (Sig. = 0.688) and the Sig. Anova table analysis (Sig. = 0619) it can be
concluded that there is no difference in the quality of credit services VietinBank among
male clients and female.
4.2.5.2. Quality of service credit in the age group customers
ANOVA analysis results for quality of service credit in the customer's age group also
showed, Levene Statistic indicators are statistically significance levels by 0.010 (Sig. =
0.010) and the Sig. Anova table analysis (Sig. = 0.795) it can be concluded that there is
no difference in the quality of credit services VietinBank between customer age groups,
4.2.5.3. Quality of service credit by qualifications of education customers
The results of the ANOVA analysis of credit quality services by qualifications of
education customers showed, Levene Statistic indicators are statistically significant
level by 0416 (Sig. = 0.416) and in the Sig ANOVA analysis (Sig. = 0.091) it can be
concluded that was no difference between the groups educational of quality services
credit VietinBank. Particular, the difference between groups expressed Graduate with
Secondary groups, High School, Ungareduate are statistically significant.
4.2.5.4. Quality of service credit by types of enterprise

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ANOVA analysis results for quality of service credit by types of of enterprise
customers show, Levene Statistic indicators are statistically significant level by 0678
(Sig. = 0.678) and the Sig. Anova table analysis (Sig. = 0.182) it can be concluded that
there is no difference between the types of businesses the credit quality of services
VietinBank.
Chapter 5: SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
5.1. Summary
This study used a model of service quality Parasuraman et al (1985;1988) is applied
to the credit quality services at VietinBank - Red River Delta Region. By using

statistical analysis tools, reliability analysis, factor analysis to explore, regression
analysis and ANOVA analysis of the 368 customers surveyed are in the business of
trading in the local VietinBank of the Red River Delta area. From research tasks, the
thesis has achieved the objectives proposed research, that is:
First, from the literature review of relevant research, the same time based on the
theory of the service quality Parasuraman et al (1988) and the discussion group, the
thesis were identified to create credit quality service of VietinBank. These components
include: tangible, reliability, assurance, empathy, responsiveness and credit profile.
Second, from the inherited of the Parasuraman SERVQUAL scale, the thesis to
build scale component quality credit services of VietinBank From the results of scale
analysis and factor analysis to explore identified 6 components of credit quality service
at VietinBank. Scale 6 ingredients in VietinBank credit quality, including: Tangible
with 7 observed, reliability with 5 observations, assurance with 5 observations, empathy
with 5 observations, responsiveness observed with 5 and 4 credit profile with observed
variables.
Third, the thesis analyzed using regression techniques to assess the impact of the
composition of credit quality services to the customer's satisfaction at VietinBank. The
analytical results show that in 6 quality ingredients with 3 service components affecting
customer satisfaction at VietinBank and statistically significant at the significance level
of 1% and 5%. The three components of this quality include: reliability, responsiveness,
and credit records; in which satisfy the most influential and credit records affect the
weakest.
Fourth, the results of testing hypotheses about the relationship between service
quality components, demographic characteristics to the satisfaction of the customer's
credit quality VietinBank shows 6 components of quality of service credit are marked as
expected (+ sign) in the regression model. This suggests that, components credit quality
services at VietinBank positively impact customer satisfaction, consistent with the
original hypothesis posed.
The test results are among the characteristics of customers with satisfaction that, no
difference in satisfaction between male and female customers, between customers of

different age groups; and between the customer groups with characteristic type of
enterprise. However, there were differences between the qualities of services between
customer groups with different levels of education.
5.2. Conclusion

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This study uses the theory of the service quality Parasuraman, factor analysis
methods to estimate and analyze the impact of the credit quality of the service to the
customer's satisfaction in VietinBank - Red River Delta Region. The requirements of
the thesis research and complete the basic details:
First, presents the theoretical basis of the theory of the service quality, service
approach, quality of service, service quality of bank credit, customer satisfaction and
relationship quality quality service with customer satisfaction as a basis for the
theoretical background and research.
Second, the thesis research projects and strategic research models typically related to
the quality of banking services in general and the credit quality of particular services.
The model works and this study contributes typical analysis framework for thesis, as a
basis for modeling studies and the theory of the subject
Third, thesis has added elements of credit quality in the services that are part
VietinBank "credit profile" from the actual research in VietinBank. Service quality
ingredients are added to the component service quality by the Parasuraman et al
proposed (1988).
Fourth, from the results of scale analysis and factor analysis showed the scale to
achieve the reliability and value of converged. Besides that, from the results of factor
analysis to explore, identify the thesis component of credit quality in VietinBank
services, including: tangible, reliability, assurance, responsiveness, empathy and credit
profile.
Fifth, resulting in regression analysis showed that a component of quality of service

credit at VietinBank really affects customer satisfaction, including: reliability,
responsiveness and credit profile. The explanation of the influence of the components of
this quality to customer satisfaction in VietinBank is 37.70%.
Besides that, test results also showed that, demographic characteristics such as:
gender, age of customers as well as business type features no difference in the
satisfaction of quality of service credit. However, education of consumers may be
differences between different educational groups: group qualified graduate with college
education groups - universities, school groups and groups with lower secondary school.
These main findings of thesis
First, the majority of customers are transactions with VietinBank corporate
customers, have much time transactions with this bank. Most of the businesses are
trading at VietinBank private enterprises and non-state business (corporation, limited
liability company). State-owned enterprises (the state capital) accounts for only a small
fraction.
Second, credit loans are mostly under 5 billion. These loans are mainly
complementary businesses in the capital and procurement of machinery and equipment
for production and business activities of the enterprise. In addition, enterprises also use
these loans for other purposes, such as construction of buildings, ... However, for the
purpose of this loan is negligible.
Third, the accessibility the credit of VietinBank stills certain difficulties for the
enterprises customer. The difficulty in VietinBank loans mainly borrow conditions have
secured assets for the mortgage.

13


Fourth, due to the nature of service quality often change very rapidly over time by
the increasing demands of customers and the difference between the banks. Therefore,
the use of models of service quality Parasuraman et al (1988) there was a significant
difference between the studies in Vietnam and the world. Research has found that, in

addition to 5 components of service quality Parasuraman et al (1988) proposed for
quality of services in general, in VietinBank - Red River Delta region also has a "profile
credit ".
So these components that make up quality of service credit Vietinbank include:
sympathy with 5 observed variables, reliability with 5 observed variables, tangible with
7 observed variables, assurance with 5 observed variables, response with 5 observed
variables and credit profile with 4 variations observed.
In the credit quality components, the composition of this "response" have a positive
impact on the level of (+) and have the greatest impact to customer satisfaction
(regression coefficient β = 0.590), reliability also has a positive impact and the second
largest influence (regression coefficient β = 0.141) and component "credit record" low
impact (regression coefficient β = 0.120). Research model explains 37.70% of the
variation in the "reliability", "access" and "credit profile" for customer satisfaction for
the quality of service credit VietinBank.
Finally, there were differences between the groups of customers with different levels
of education on the quality of service credit at VietinBank. This suggests that, while the
level of education the higher the customer needs response quality of service in the
greater VietinBank.

5.3. Recommendatio
5.3.1. Improved service response of VietinBank
The response of Vietibank service to customers is not good and needs to be improved
quickly. Measures to of interest: (i) the development of network transactions to the
district / town in the province in the Red River Delta region; (ii) should retrofit ATMs,
POS machines for transaction old and new; (iii) should communicate the plan and
evaluate the implementation plan for the development of each network transaction
branch and network development department at Head of VietinBank branch in the Red
River Delta area.
5.3.2. Improving the reliability of service providers of VietinBank
First, should improve the image of VietinBank for customers to customers always

have sympathy for the bank's services.
Second, in the process of service providers, should customer-center to ensure that all
customers are equally and fully meet their demands in the process of service providers?
Besides information on interest rate policy, lenders should timely and accurate the same
time fulfills customer commitments.
Third, should capacity building for contingent of cadres, staff of VietinBank to
ensure the processing, manipulation of transactions that right the first time.
5.3.3. Improved of procedures in the credit profile of VietinBank
The results of analysis have shown that, component "credit file" to have a positive
impact on customer satisfaction when using the services of VietinBank credit and
statistically significant at the 5% significance level. So the improving the procedures for

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credit profile will help customers easily make loans of bank credit. Want to solve this
problem, VietinBank leaders should to focus on solving the problems well basically,
that is:. (i) Reduce paperwork and procedures related to the provision of credit services
...ensure simplification, transparency provisions related procedures such as loans,
procedures for card services as well as the different stages of the bank; (ii) process
should provide tabulations, template made up of bank websites so that customers can
access information capture, declaration and perform. This will contributing actively to
create conditions favorable to the customer on time perform in banking services.
5.3.4. Improved assurance in the provision credit services of VietinBank
Although factors "assurance" no statistical significance in the regression results in
the 1% significance level, but the quality of ingredients is important to the impact of
customer satisfaction on service quality of VietinBank. To improve this assurance,
VietinBank should concentrate on implementing some main issues: (i) Should have
diversified credit products and to constantly improve the quality of banking services, (ii)
Should be reduced transaction costs for customers. The competition between banks on

transaction costs as well as the major challenges for VietinBank. About transaction
costs, and customer care services, promotional gifts policy has not been appreciated,
with low quality factor.
5.3.5. Directions subsequent studies
Although there have been many attempts in collecting and survey the data quality
credit services in VietinBank - Red River Delta Region. However, the sample size is
small compared with the scale of enterprise customers use credit VietinBank services in
this area because of the limitation of time and financial resources despite inheriting
advantage from earlier studies.
Besides, components measuring service quality credit quantitative perspective in
VietinBank just at the level of survey at the local Red River Delta area in a short stage,
scale component of credit quality service have not yet reached the unidirectional, to
explain the level of the variables in the research model are not high. Furthermore, the
solution that the authors of this study suggested mainly from the perspective of access
through regression analysis and setting suspect that there are methods and other
approaches valuable and more persuasive while research on credit quality of the service,
such as structural equation models....

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