Expanding car loan service for individual customers at PVcomBank – linh dam transactions office

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

WORK PLACEMENT REPORT

Vietnam Public Joint Stock Commercial Bank

Expanding car loan service for individual customers
at PVcomBank – Linh Dam Transactions Office
Names of student: Nguyen Thi Hien
University year: 2017-2020
Tutor at TMU: Ths. Ngo Thi Ngoc
Tutor at PVcomBank Linh Dam Transaction: Luong Xuan Huy

1


Hanoi - 2020

2


ACKNOWLEDMENTS
Firstly, I thank Institute of international cooperation, Thuong Mai University for
providing me the opportunity to advance my studies, who teach and provide us valuable
knowledge, advises during the education.
I rearly thank tutor Ths. Ngo Thi Ngoc for her great helps and advices for finishing this
project report.
I sincere thanks come to the staffs at Pvcombank – Linh Dam Transaction office,
especially Mr Luong Xuan Huy for giving us good opportunities to learn more about working

environment to carry out my project in the best conditions.

3


LIST OF TABLES

4


LIST OF FIGURES

5


INTRODUCTION
The global car market seems to be very stable recently. As the growing society, the
physical and spiritual life of the people be more and more advanced, along with the
continuous development of the demand for goods consumption, the need for travel of the
people in the country. However, owning a car just stops at the dream for many people because
of financial concerns. Large supply, high demand, but not anyone can pay for a new car at
once. So, many banks have offered loans for buying car, and of course, PVcomBank is no
exception. In order to meet the demand for owning a favorite car and remove barriers to
customers fulfilling their wishes quickly and conveniently, Vietnam Joint Stock Commercial
Bank (PVcomBank) has implemented super-speed loan product "Only 4 hours with 4 wheels"
with special preferential loan policies towards customers. Receiving the importance and
necessity of the above, after a period of understanding and internship at PVcomBank – Linh
Dam Transactions Office, with a desire to deepen the understanding of car loan service, I
decide to choose the topic "Expanding car loan service for individual customers at
PVcomBank – Linh Dam Transactions Office"

6


PART 1: OVERVIEW OF PVCOMBANK, PVCOMBANK – LINH DAM
TRANSACTION AND THE INTERNSHIP
1.1. OVERVIEW OF PVCOMBANK

-

The full name: Vietnam Public Joint Stock Commercial Bank
The abbreviated name: PVcomBank
Slogan: “Ngan hang khong khoang cach”
Headquarter: 22 Ngo Quyen, Trang Tien Ward, Hoan Kiem District, Hanoi City
Holine: (84) 024 3942 6800
Fax: (84) 024 3942 6796/97
Websit: www.pvcombank.com.vn

Picture 1.1: Head office of PVcombank

-

Picture 1.2: Logo of PVcombank
Source: PVcombank
Vietnam Joint Stock Commercial Bank (also known as PVcomBank) was established under
the Decision No. 279 / GP-NHNN dated September 16, 2013 of the State Bank of Vietnam on
the basis of consolidation between the PetroVietnam Finance Joint Stock Company (PVFC)

-

and Western Commercial Joint Stock Bank (WesternBank).
Vietnam Joint Stock Commercial Bank has a nationwide network of branches / transaction
offices. Currently, Vietnam Public Commercial Joint Stock Bank has a total of more than 161
Branches / Transaction Offices located in 28 provinces and cities across the country. Among
them are Ho Chi Minh City - 30 branches / transaction offices, Can Tho city - 21 branches /
transaction offices, Hanoi - 20 branches / transaction offices, ... and many other provinces and

-

cities
At the time of establishment, Vietnam Commercial Joint Stock Bank - PVcomBank has total
assets of nearly VND 100,000 billion, charter capital of VND 9,000 billion, of which the
largest shareholder is Vietnam Oil and Gas Group (accounting for 50%) and strategic
shareholder Morgan Stanley (6.7%). With a network of 108 transaction offices in key

7


provinces and cities nationwide; High quality human resources and extensive experience in
providing services to businesses in the petroleum industry, energy, and infrastructure.
PVcomBank provides a wide range of products and services that fully meet the requirements
of institutional and individual customers.
 Business activities
-

PVcomBank provides financial and banking services such as opening domestic and foreign
currency accounts, receiving deposits, investing in loans and guarantees, domestic and foreign
payment, trade finance, transfer fast money, foreign exchange, card issuance and payment,
traveler's checks, home banking, online banking ...

-

PVcomBank aims to build an image of a close, friendly, devoted bank for the success of
customers. We are committed to strive to become a standard bank in service delivery, with
friendly style, taking the interests of customers - partners as the goal of action to build the brand
of PVcomBank always associated with the operating method. Dynamic throughout: Bank no gap!

-

PVcomBank is gradually affirming its prestige and brand in the financial and monetary
market, providing high quality services, making a difference in service style; at the same time,
fulfilling the corporate social responsibilities, bringing benefits to the community and
increasing shareholder value.
1.2 OVERVIEW OF PVCOMBANK – LINH DAM TRANSACTION
-Name: PVcomBank linh dam transaction office
-Location: 13 BT1 Bac Linh Dam Urban Area, Nguyen Huu Tho, Hoang Liet Ward, Hoang
Mai
District, Hanoi city
-Number of employees: 20 persons
-Date of creation: 2013
-Activity: Main business activities:
-Individuals: credit, money transfer services, card products, electronic banking, savings,
other products ...
-Business: credit, deposits, trade finance, foreign exchange products, account services,
other products ...

8


1.3 INTRODUCTION OF MY INTERNSHIP

1.1.1.The reason for choosing topic

The global car market seems to be very stable recently. As the growing society, the
physical and spiritual life of the people be more and more advanced, along with the
continuous development of the demand for goods consumption, the need for travel of the
people in the country. Large supply, high demand, but not anyone can pay for a new car at
once. So, many banks have offered loans for buying car, and of course, PVcomBank is no
exception. Receiving the importance and necessity of the above, after a period of
understanding and internship at PVcomBank – Linh Dam Transactions Office, with a desire to
deepen the understanding of car loan service, I decide to choose the topic "Expanding car loan
service for individual customers at PVcomBank – Linh Dam Transactions Office"
1.1.2.Objective of the internship
 My targets:


-

Understand working environment in the bank
Have the opportunity to learn and experience reality
Make some suggestion in order to expanding the product’s quality.
Needs expressed by the contractual owner
Analyzing of the current status of car loan of PVcomBank Linh Dam Transaction office
Identified customer’s behaviour and satisfaction level.
Attracting potential customer.
Conducting customer surveys
Expanding and enhance your abilities, meet all the requirements of the project
Building relationship with customers.
Quantified results expected
I expected to do the survey on 100 respondents, who live in the research area, used service of

1.1.3
-

PVcomBank Linh Dam Transaction office
Scope of topic
Scope of content: Car loan service
Scope of customer: Individual customer and household
Scope of the study: The study limited car loan, the solution to expanding will also limit the
extent applicable in PVcomBank Linh Dam transaction office.

9


1.1.4 Internship plan
Table 1: Internship plan at PVcomBank Linh Dam Transaction Office
Date
03/02/2020

Missions/ Tasks
Outcome
Go to the bank to meet the tutor Understand
Luong Xuan Huy

internship

schedule and what it takes to

prepare
Start internship and study about car Collecting
04/02 – 07/02

the

loan. Get a deep knowledge of the what

information

customers

about

need

and

product
situation
Observe and learn communication Learn how to negotiate with
and negotiation skill from tutor and customers and how the bank
10/02 – 14/02

others staffs as well of PVcomBank works
Linh Dam Transaction
Find customers, collecting data Learn and approach reality
from banks; negotiate with them

17/02 – 10/04

with

Personal

Relationship

Officer

Customer
to

meet

customers directly
Conduct a survey on customer’s Understand
13/04 – 17/04

20/04 – 01/05

to

create

demand and satisfaction around relationships with customers
PVcomBank Linh Dam
Do service analysis:

Learn from experience and find

-Customer survey

ways to expand car loan service

-Competitor comparing

and reach target customers

- SWOT matrix.
04/05 – 07/05

- List the risks
Completing the report and finishing Knowledge of car loan service of
the internship

PVcomBank. Career orientation
in near future

10


PART 2: INTERNSHIP IMPLEMENTATION AT PVCOMBANK – LINH DAM
TRANSACTION
2. THE INTERNSHIP POSITION, RESPONSIBILITIES AND TASKS
2.1.1.Department structure and internship position

-

The structure of PVcomBank Linh Dam Transaction office:
Director

Business Department

Accounting Department

Sales Department

Individual Customer Department

Corporate Customer Department

Figure 1: Structure of PVcomBank Linh Dam Transaction Office
- My position: Assistant of Personal Customer Relationship Officer PVcomBank - Linh
Dam
2.1.2.Business procedure and work placement responsibilities
 Process
- Finding customers: Information on car loan service of PVcomBank has been made public on
-

the website of PVcomBank, leaflets at branches to attract customers in need.
Call advice for customers who have used other services at the bank to introduce products
Make questionnaires and directly interview customers who are interested in the service
Advising for customers: First of all, I collect some basic information of customer: income,
cost of living, money need to borrow, … Then I apply my knowledge about car loan and

-

negotiation skill that I had learned to advise for customer and find solution for them.
The next steps (collecting customers’ profile, customer credit evaluation, approval and
disbursement) conducted by Personal Customer Relationship Officer PVcomBank Linh Dam.
And I support filtering information and entering data into forms to prepare the necessary

-

records.
Call advice for customers who have used other services at the bank to introduce products.
This helps car loan service to reach known customers. If there is a need, the customer will

11


respond. Then I will be going to meet the common customers about the product with the
-

tutor's supervision
Do research: make a list of questionnaire to survey the people who have make a car loan at

-

PVcomBank before, from that we can know about their satisfaction about the service
Customers care: After-loan supervision is done by credit officer, intern does not allow to do

this.
 Daily tasks
Practicing internships is an extremely necessary approach for my future work to become
a Personal Customer Relationship Office. It helps me know how to apply what I've learned in
school to easily handle real-life situations in the smartest way. I have learned all about the
regulation of the bank, department rules, organizational structure of bank. I was trained how
to behave at work, to learn how to communicate and behave properly. Each department has a
separate and different workspace, so in order to better understand and grasp basic office jobs,
I have had several sitting sessions and observed how the employees work. Here are the jobs I
•
•

2.1.3

-

have done to gain experience and familiarize the working environment in the bank:
Read documents and circulars of PVcomBank
Arranging documents and carefully check the correct order
Copy, enter data and print documents
Search and advise customers on car loan.
Support customers write down the registration form
Support Personal Customer Relationship Office prepare documents. When the papers that
need to be signed or stamped, I helped deliver the materials to the departments responsible.
Daily working time:
In the morning: from 8am to 12am.
In the afternoon: from 1:30pm to 3:30pm
Some characteristic about car loan for individual customers of PVcomBank
Terms to borrow:
Customers have full civil legal capacity and civil act capacity
Customers with household registration book / temporary residence book (KT3) in the
Province / City where PVcomBank's head office is located
Customers have financial capability to ensure loan repayment sources
Customers meet the loan terms and conditions of PVcomBank.

12



-

Benefits:

Quick: Commitment to approval in just 04 hours
Flexible: Competitive interest rate with many options
7.49% / year for the first 06 months
8.99% / year for the first 12 months
Loan period up to 84 months
Lending up to 85% of the value of collaterals
In particular, the product is applied to both customers' needs to borrow new and used cars
Products loaning to buy cars "Only 4 hours with 4 wheels" of PVcomBank also cooperates
with major car dealership / showroom in the world to bring customers value-added services,
such as: discount from 10% of the total bill when using car care services at showrooms: Long

Bien Cars, Vietvoiz, Bosch Car service, ... when paying via PVcomBank MasterCard.
 Interest rate:
- Level 1: Interest rate of 7.49% / year for the first 6 months
- Level 2: Interest rate of 8.99% year for the first 12 months
 Registration procedure
- Loan application form, made according to PVcombank's form
- Legal documents of customers: residence records, household registration books, KT3, ...
- Documents about collaterals: Real estate has red book, pink book
- Profile of loan plan
- Documents proving loan repayment source, loan purpose: Payroll, salary statement, labor
2.1.4
-

contract / business registration certificate, property lease
Other relevant documents (depending on specific cases).
Process of car loan at PVcomBank
Process of loans for buying car through main steps following:
Step 1: Introduce products, provide forms and receive loan applications
Step 2: Verify and approve the loan, issue payment commitments

Step 3: Sign and finalize procedures for registration of secured transactions
Step 4: Disbursement
Step 5: Check, monitor and recover the principal and handle the arising issues

13


2.2 SOME BUSSINESS CASE
2.2.1 Case No1 (fail- customer's needs)
 Customer profile

- Name/ID: Le Tuyet Mai
- Age: 35

Sex: Female

Phone number: 09780xxxxx

- Occupation: A pharmacist works at Mai Nam Linh Dam drug store
- Marital status: Married with a child. Her husband works at Pho Hoa Sen.
 Financial situation:

-

Monthly income (of couple): VND 23 million
Monthly cost of living (of whole family): VND 8 million
Assets: Their house and a land of 125m2.
 Purpose loan:
- She wants to buy Honda City Car with total cost of VND 650 million.
 Negotiation:

- She wanted to borrow VND 500 million but she felt 8.99%/year for the first 12 months is few
high interest rates. I said PVcomBank still had another interest rate but that rate is for short2.2.2








-

term 7.49%/year for the first 06 months.
After careful thought, she refused the loan because of high-interest rate.
Case No2 (failed-customer risk)
Customer profile:
Name/ID: Nguyen Tuan Anh
Age: 30
Sex: Male
Phone number: 09533xxxxx
Occupation: He sells construction materials
Marital status: Married with two children. His wife trades cosmetics.
Financial situation
Monthly income (of couple): Unstable, average is VND 17 million.
Monthly cost of living (of whole family): VND 14 million
Asset: Their house
Purpose loan:
He wants to buy Toyota Vios Car with total cost VND 520million.
Negotiation:
He wants to borrow 70% cost of car (VND 364 million). After studied his financial situation

and referred my tutor’s advice, I am very sorry to announce that I cannot lend him because of
high risk (Source of debt repayment is unstable, almost no monthly savings while the loan is

quite large).
2.2.3 Case No3 (successed)
 Customer profile:
- Name/ID: Le Dinh Quan
- Age: 47
Sex: Male
Phone number: 09073xxxxx
- Occupation: A worker of DK systech company limited.
- Marital status: Married with 3 children. His wife is a teacher of Kim Lien Primary school at
Linh Dam.
 Financial situation:
- Monthly income (of couple): VND 35 million

14





-

Monthly cost of living (of whole family): VND 15 million
Asset: Their house and they have saving money for VND 200 million.
He sold his old car last month for VND 300 million.
Purpose loan:
He wants to buy Toyota Corolla Altis Car with total cost of VND 820 million.
Negotiation:

He wants to borrow VND 350 million. Based on his financial situation, I suggested that he
should borrow for 4 years with interest rate is 8.99% within the first 9 months and the
following months plus marginal interest (3.2% - 4.5%)
2.3 SERVICE ANALYSIS
2.3.1 Customer research:

•

Survey objective: I research about evaluation and expectations of potential customers and

•
•

experience and satisfaction of existing customers.
Survey method: Questionnaire. In addition, I surveys on social networking site like Facebook
Target customers: Customers who have used and not used car loan services at PVcomBank

•

Linh Dam.
Progress: For existing customers, I take email of customer from loan agreement and send the
questionnaire for them. For potential customers, I distributed the questionnaire to all
customers who came to transaction at the PVcomBank Linh Dam. Some customers I have

•

been interviewed directly and there are customers I get their information from the bank help.
Data processing: The number of questionnaires for customers was 165. The total answered
correctly and seriously which I received 100
2.3.2 Survey result:

Chart 1: Age group of customers
Firstly, according to the chart above, we see that the average age of those who make car
loan the most is about 35 - 55 years old, the highest proportion is 42%. Most of these age
groups are usually people who have stabilized jobs, got married. Married couples always have
a need to buy a new car so that they can convenient for travel. Aged over 55 accounts for
15%, aged 25 – 35 accounts for 34% and only 9% of customer under the age of 25 using this
service at the bank.
Chart 2: Monthly income of customers
Secondly, the income of people was mainly concentrated in three groups with income of
about <10 million VND/month and 10 – 30 VND/month is the most, and then >30 million
VND/month. Regarding the marital status of people, we found that they were mainly married,
accounting for 74%, the remaining unmarried accounting for 26%. The data show that

15


married people have better total incomes. Because the income of 2 people will be greater than
1 person.
Chart 3: The demand of car in the price
•

Chart 4: source for you to know PVcomBank

Chart 3 shows the information about the demand of customer in the price of the car.
Customers who want to buy a value of cars in the 500 million – 1 billion VND range are the
most for 53%. Over 3 billion only 7%. And next to is the chart 4 about sources to customers

•

know the information of PVcomBank.

Among the factors which resulted in the customers interest in PVcomBank car loan product, it
noticeable that Reasonable loan period is the most important factor. Following that, the
Interest rate is the second factor that customers care. Next, people are interested in Quick
procedure and Loan document are not complex. Besides, in People factors, Service attitude of
staff is also very important
After analyzing the factors that interest customers in the car loan service according to
the importance rating of these factors, the level increases from 1 to 5. I have got the result: In
recent years, the lending activities to buy cars for individual customers of PVcomBank
transaction office have achieved some successes.
- This activity has been expanded in scale, improved to meet the needs of customers,
attracting many customers.
- The loan procedure is quick, the loan capital is high at 70% - 85% of the value of the
car but the appraisal loan process is still in accordance with the regulations set by the bank.
- A variety of flexible repayment and repayment methods meet customers' needs well
- The consultation of the enthusiastic staff makes customers very satisfied and
appreciated
PVcombank Continuously improve the quality of customer service of the transaction:
high reliability, courteous staff, friendly attitude, improve customer service skills of staffs.
2.3.3 Competitor analysis
Table 2.1. PVcomBank compares with competitors on car loan market

Banks
Interest
rate

PVcomBank
First 9 month: 8.99%,
apply for all car Brands

Duration

Percentage
of loan

Maximum 7 years
Lending up to 85% of
the value of collateral

16

TP Bank
First year: 7.9%,
apply for all car
Brands
Maximum 7 years
Maximum 80% of
car’s value

VP Bank
First year: 8.1%
for all Brands

SeaBank
First year: 7.9%
for all Brands

Maximum 7 years Maximum 8 years
Maximum 80%
Maximum 80% of
of car’s value
car’s value

Currencies VND
VND
VND
VND
Time
to 4h from taking
8h from taking
8h from taking
8h from taking
approval
complete customer’s
complete customer’s
complete
complete
profile
profile
customer’s profile customer’s profile
(Source: Summary from the websites of competitor in the market)
2.3.4 SWOT analysis:
Table 2.4: SWOT matrix of PVcomBank - Linh Dam about car loan service
S (Strengths)
Quick procedure (fast approval)
Simple procedures, no need to prove
collecting too many details of
customer information
Lending capacity is high to 85% of
the value of collaterals

O (Opportunities)
The more society develops, the more
people’s income increases. Therefore,
the need to own a car is increase.
Cooperating
with
Prudential
Insurance to increase net profit,
minimize costs, reduce risks of credit
channels
PVcomBank Has passed the most
risky and most difficult period and
move on to more prospects

W (Weakness)
PVcomBank is the most amalgamation of PVFC and
WesternBank, so the brand name is almost completely
new, so few people know it.
According to the State's policy, restructuring banks from 2
organizations, PVFC and WesternBank, still have many
bad debts, mainly in large amounts.
Scale has not grown strongly
Not yet made many provisions, so the profit is not high
In the restructuring phase, car loan service has not
developed strongly compared to its potential
T (Threats)
The car market is always volatile.
The number of customers increased but still modest
compared to the potential of the branch
Many competitors are fierce about interest rates, quality,

service improvements, and customer satisfaction

Source: My research
2.3.5

Host firm assessment and recommendations

 Some assessment
PVcomBank Linh Dam deals well when located right on the road near the 4th
intersection. Its network is evenly distributed throughout the district to ensure that everyone is
convenient to borrow money when they need it.
The income life and intellectual level of citizens are quite high. It means the opportunity
for PVcomBank is huge. In general, all customers want the Bank to improve interest rates,
processes and attitudes of employees.
When compared to other banks, PVcomBank has both advantages and disadvantages:

17


Its advantages are fast procedure (fast approval), simple procedures, no need to prove
collecting too many details of customer information.
Its downside of PVcomBank is the most amalgamation of PVFC and WesternBank, so
the brand name is almost completely new, so few people know it. In the restructuring phase,
car loan service has not developed strongly compared to its potential
 Recommendations

Finally, I give some personal ideas which found out from my internship. I think that it
•
-

can help to improve car loan process and make it more practical.
About car loan service:
Pay more focus on car loan product
Cooperating with more car showroom or shopping center
PVcomBank also should expand their cooperation with car showroom or shopping center so
they can introduce our lending services, we can have preferred interest rate or get promotion

•
-

for customers.
Focusing on advertising
PVcomBank should increase the advertising in billboard at public area, in magazines,
publications for banks, economics such as “Tạp chí ngân hàng”, “Thị trường chứng khoán”’
“Kinh tế thời nay” ... Through them, customers have chance to get the full information, find

-

out thoroughly about products and services as well as name, reputation of the bank.
Advertising on the Internet is also very important. Branches should include information on
bank’s policies on websites on some websites where the number of visits is high like

•

“www.vnexpress.net, www.dantri.com.vn...”
Bank customers: Because Vietnamese people have a habit of using cash, when they use large
savings they are afraid to borrow money from banks, which is an issue that improves and

•

encourages people to use of banking services.
About bank policy:
Improving customer care service: Transaction office need to build a reasonable
customer policy to both retain old customers and attract new customers. In order to well

-

implement the customer policy, the following measures may be taken:
Regularly exchanging, consulting and contributing ideas between the branch and customers so
that they can create a good relationship between customers and branches as well as help

-

transaction office become more complete.
Continuously improve the quality of customer service of the transaction: high reliability,
courteous staff, friendly attitude, improve customer service skills of staffs.

18


PART 3: INTERNSHIP ASSESSMENT
3.1 The difficulties encountered
While I surveyed customers, many customers hesitated and refused to answer my
interview questions, one of which refused to provide information for fear of disclosing
personal information or causing trouble. their time.
I have had difficulty attracting interested customers and using car loan. Many customers
do not understand the car loan service and worry about being unable to pay a loan when
buying a car even though I tried to introduce and persuade them about the incentives offered
by PVcomBank.
At first, I did not have much experience to reach customers. Mood is a huge factor

affecting customer interest. I take a lot of time to choose the right time to reach and promote
services to customers.
At least, I surveyed by setting up questionnaires on the internet like Facebook but the
results were not as effective as I thought, few people were interested. The majority of
respondents are students while my target are working-age people
During my internship, a huge difficulty that caused me difficulty was the corona virusCovid 19. The life of the people almost stopped making it difficult to find customers. more. At
the moment, most of the clients I have consulted are currently using PVcomBank services that
I have been provided by the bank.
3.2 Internship gained
-

Knowledge of the professional working environment
Knowledge of regulation of loan services of PVcomBank
Working in a professional banking environment
Have the opportunity to learn and experience reality
Attracting potential customer
Building relationship with customers
Communication skill
Negotiation skill
Make the internship plan
Manage working time

19


3.3.

Career

plan

Become a manager

Become a Personal Customer Relationship
Officer

Study Master of Marketing

Figure 2: My career plan

20


CONCLUSION

Thanks to the support of a professional working environment and the enthusiastic
support of employees of PVcomBank in the internship period at the PVcomBank helped me
to understand the activity of car loan in the bank. And then apply the knowledge acquired to
the university in the operational tasks.
I also gained experiences about individual work in a professional environment. This will
serve as an important basis that will enable me to do my work well in the future. Despite this
effort, the level and experience is limited, the practice time is not much so my report is still
lacking. I look forward to receiving your comments.
Finally, I would like to thank PVcomBank Linh Dam the transaction office for giving
me the opportunity to have a valuable time. Thank you to the employees of PVcomBank for
helping me and facilitating the completion of this report.

21

QUESTIONNAIRE FORM

This is a survey about the factors affect on choosing car loan service of customer.
Your assistance is the basis for me to develop better products, better suited to needs,
tastes of consumers. All questions are only use for purpose of research. Your information is
totally kept secret.
I hope that you can spend some minutes to help me complete this survey.
A. GENERAL INFORMATION
1. Name: ……………………………………….
2. Gender:
Female
3. Marital status:
Single
4. Which age group do you belong to:
< 25
25-35
35 - 55
5. Which economic components do you belong to:
State agency
Private company
Joint venture
Joint stock company
Foreign invested company
Freelance business
6. Please indicate your monthly income:
< 10m VND
10m – 30m VND
7. Information about your degree:
Highschool
Intermediate

University
B. INFORMATION ABOUT CAR LOAN SERVICE

Male
Married
> 55
Retirement
Housewife
Student
>30m VND
Post graduate

8. How do you know the information about PVcomBank?
 Media  Staff  Relatives  Website  Other …
9. You want to buy car in the price:
500 million – 1 billion VND
1 billion – 2 billion VND
2 billion – 3 billion VND
> 3 billion VND

22

Other


10. Which are factors that interest you in the car loan service?
Assess the level of importance of these factors, the level increase from 1 to 5, in which:
1- Completely not important
2- Not important
3- Normal

4- Important
5- Very important
EVALUATION CRITERIA
•

Product Specification

Interest rates
Flexible credit limit
Reasonable loan time
Quick disbursement time
A variety of flexible repayment and repayment methods
There are many incentive programs
Quick procedure
Loan document are not complex
•

People

Having acquaintances in banking
Service attitude of staff
Consultation by enthusiastic staff
•

Facilities

There are many branch
Infrastracture spacious, clean and comfortable

23

1

2

3

4

5


Picture 1.3: Internships and individual customer relations staff of PVcombank

24


LIST OF REFERENCES
/> /> /> />%E1%BA%A1i_c%E1%BB%95_ph%E1%BA%A7n_%C4%90%E1%BA%A1i_Ch%C3%BAng_Vi
%E1%BB%87t_Nam
/> />Bao cao thuong nien 2016_view final.pdf
/> /> />
25