Improving savings deposit service for individual customers at vietinbank phuc yen branch

Thuong Mai University institute of International Cooperation
Professional Bachelor Degree in Finace-Banking-Insuarance

WORK PLACEMENT REPORT
Company: Vietinbank Phuc Yen Branch

“Improving savings deposit service for individual customers at
Vietinbank Phuc Yen branch ”

Names of student : NGUYEN THUY LINH
Student Code
: 21931844
University year :2017 - 2020
Tutor at TMU : DR. VU XUAN THUY
Tutor at (Vietinbank): MR. NGUYEN HUYNH

Hanoi - 2020
1


ACKNOWLEDGE
To complete this graduation thesis, besides my efforts, it is the great care, the helpful guidance
and the endless support from teachers. Besides, I also have been encouraged and instructed by
my brother, my sister and my friends during the time working on this project. With my whole
heart, I would like to express my sincere thanks to everyone.
First of all, I would like to say thank you to the Board of Directors and the teachers
of The University of Commerce and the University of Toulon for having given me valuable
knowledge as well as the skills and experience over the past three years that foster me to
complete this important graduation thesis in particular, and my future work in general.
In particular, I would like to express my gratitude to the teacher Dr. Vu Xuan Thuy who has
been wholeheartedly helping and guiding me throughout the process of implementing this

project.
At the same time, I would like to thank the leader and the staff at VietinBank Phuc Yen
Commercial Joint Stock Bank, Vinh Phuc Province, especially the staff of the retail office
who have enthusiastically helped and created favorable conditions for my internship. I wish
you good health and success with your work at the ViettinBank Phuc Yen branch.
Regarding this thesis, although I have put a lot of effort into accomplishing it, it inevitably has
mistakes. Therefore, I would appreciate your feedback and comments to improve it.
Yours faithfully,
Linh

TABLE OF CONTENT
CHARTS

2


INTRODUCTION
Vietnamese consumers have an interest in spending most of their idle money for savings
purposes. According to research, Vietnam currently ranks second in the world in terms of the
percentage of people choosing savings deposits with 70 percent, only behind the Philippines
with 71%.
Phuc Yen city, Vinh Phuc province. This is a strong economic location where people are
almost able to create stable jobs with high incomes. Therefore, there is an increasing demand
for savings deposits among Phuc Yen residents. the bank has gained many achievements in
savings deposit service. However, to further develop and sustain its achievements, the bank
should take measures to improve the services. In this report, I would like to present some
measures to help the bank improve, expand and develop savings deposit services for
individual customers at Vietinbank Phuc Yen branch.
PART 1: OVERVIEW OF VIETNAM JOINT - STOCK COMMERCIAL BANK FOR
INDUSTRY AND TRADE VIETINBANK PHUC YEN BRANCH, VINH PHUC

1.1 Company:
-Name : VIETNAM JOINT - STOCK COMMERCIAL BANK FOR INDUSTRY AND
TRADE
- Transaction name: Vietinbank
- Address of head office: 108 Tran Hung Dao, Hoan Kiem District, Hanoi City, Vietnam
- Establishment License: No. 142 / GP-NHNN issued by the State Bank on July 3, 2009
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- Business activities: mobilizing and receiving short, medium and longterm deposits from organizations and individuals…
- Operation area: 155 branches across 63 provinces and cities across the
country and 958 transaction offices
1.2 Host Firm
-Name : VIETNAM JOINT - STOCK COMMERCIAL BANK FOR INDUSTRY AND
TRADE
- Transaction name: Vietinbank
- Address: 4 Tran Hung Dao Street, Trung Trac Ward, Phuc Yen City, Vinh Phuc Province
- Geographic development: Vietinbank Phuc Yen is located in the heart of Phuc Yen city,
attracting many financial resources and customers.
- The number of employees: more than 100 staff with university and postgraduate degrees
+ Products: loans , guarantees, savings and investments, credit cards, SMS Banking, Internet
Banking, mobile electronic banking and foreign currency transactions, financial leasing,
securities transactions
1.3 Introduction of the internship:
 Why the topic :
Vietnam is an economically developing country. This development has contributed to
help the Vietnamese people have a more physically and mentally stable life and when the
economy has stabilized, they no longer have to worry about money, they often need to think
about it. Future plans especially the "Savings Deposit" at the bank. In a recent survey,
Vietnamese people ranked second in the world (70%) in favor of saving money and second

only to the Philippines (71%)
And seeing that demand of the Vietnamese people, the savings deposit activity of banks
was born. Vietnam Joint Stock Commercial Bank for Industry and Trade (Vietinbank) said
that they and Vietinbank Phuc Yen branch, in particular, have developed savings service for
Vietnamese people. This is an important field of activity. contribute to promoting the
development of Vietinbank. However, in fact, Vietinbank's mobilization of savings deposit is
facing many difficulties due to the service competition and the introduction of new products
of banks in Vietnam, which requires banks to offer solutions to attract customers to deposit
money at their banks Through the above reasons, I have decided on the topic “Improving
savings deposit service for individual customers at Vietinbank Phuc Yen branch ''
* Intership Plan :
Table.1 INTERSHIP PLAN AT VIETINBANK PHUC YEN BRANCH
Time

Task

Outcome

1

10 - 2

Go to the bank, greet familiarize with the
staff in the room

2

11/2 – 18 /2

Started working as a trainee at

Vietinbank Phuc Yen, Vinh
Phuc
- Read the rules and culture of
the bank

4

- Familiar with the working environment
in the bank


3

19 - 2

4

20/2 – 27/2

5

2/3 – 29/3

8

1 –13 /4
(Work at
home
“Covid 19
virus)

14/4 – 15 /5

- Familiarize yourself with
jobs such as Photocopy,…
-Read the document about
savings service
Submit the internship
agreement
- Observing actual customers
coming to the service, how to
receive records and handling
of bank officials.
- Direct support for bank
officials in finding customers,
consulting products and
services to customers, Calling
customer care

-Learn more about savings services

Make 3 internship agreements, ask for a
bank seal, then return to school to submit
to your homeroom teacher
- Know the data about savings services at
the bank.
- Helping everyone in the office
- Understand which customer groups
match which products and services.
- Practice directly in some practical cases
with customers

-Hands up communication skills when
interacting with customers
- Complete some parts of the report
- Calling successfully 15 people register
for Vietinbank Ipay account by assigned
tasks

- Reporting practice
- Performing the assigned
work at home (calling for 15
customers to register for
Vietinbank Ipay account)
9
-Start to do the final report
-Ask for a red seal from the
bank to confirm the internship
assessment
10 29/ 5
Submission of the internship
Complete all
report with the bank
evaluation to the homeroom
teacher
PART 2: INTERNSHIP IMPLEMENTATION AT VIETINBANK PHUC YEN
BRANCH
2.1 The internship position, responsibilities and tasks
2.1.1 Department structure and internship position
 Department structure :
-Department structure of the Vietinbank Phuc Yen Branch :

5


Manager
(Nguyen Manh Truong)

Vice president
(Sai Thu Ha)

Retail office

Administrative offices

Accounting office

* Manager :
The branch director is responsible for administering and organizing the performance of the
functions of the branch and its attached units in charge of and is responsible to the regional
director, general director and board of directors.
* Vice President :
Has an executive function and is directly responsible to the director. Advise the director on
construction plans and deal with the bank's business plan.
* Retail office :
- Supporting credit: Implementing procedures for loan security, deposit, collaterals.
- Credit control: revise credit records and deposit records, respond to branch offices on
issues that are not in compliance with regulations, complete the loan application and
procedures and deposit procedures. Money
* Administrative offices :
Receiving, distributing, distributing and archiving records, undertaking receptionist and
logistics.

* Accounting offices :
- Guiding the inspection of accounting work at Vietinbank Phuc Yen and other attached units.
Performing payment operations and controlling internal payment activities throughout
Vietinbank Phuc Yen
 Intership position
- Positon : Intern of the Retail Offfie

6


Photos 1- Take photos with all employees in the retail room

- Department structure of the retail office:

Manager
(Duong Hoai Nam)

Deputy
(Nguyen Xuan Loi)

Customer relationship

Customer relationship

Customer relationship

specialists give priority to

specialists give priority

specialists give

to loans

priority to loans

deposits

Credit Card Officer

Personal Customer

Personal Customer

Relation Officer

Relation Officer

Customer service specialist
(Intern
Nguyen Thuy Linh)

2.1.2 Business procedure and work placement responsibilities
a, Business Procedure :
* Definition about the Saving Deposit service
+ Savings deposit is a popular form of investment today, which is considered to be relatively
safe and low risk to customers.
+ With this method, customers deposit some money into the bank whose main purpose is
savings. This is an amount of money that customers save without planning to use, not money
for regular spending or personal payment

*Business activities and interest rates of savings deposit current bank Vietinbank Phuc
7


Yen

Table.2 VND DEPOSIT INTEREST RATES FOR INDIVIDUAL CUSTOMERS
TERM

INTEREST
Send at the counter

Send online

Non-term

0.10%

0.25%

0-1 month

0.30%

0.45%

5 -6 months

4.80%

4.95%

12 tmonths-over 36months

6.80%

6.95%

Table.3 MOBILE RESULTS TABLE OF SAVING DEPOSIT RESULTS AT
VIETINBANK PHUC YEN BRANCH (2017-2019)
(Unit : VND)

TARGET

YEAR
2017

DIFFERENCE
2018

2019

2017-2018

2018-2019

AMOUNT OF
MONEY

AMOUNT OF

MONEY

1Non-term savings
deposit

579.650

638.321

659.967

58.671

21.646

2Term savings
deposit

1.379.537

1.496.983

1.592.361

117.446

95.378

Savings deposit
under 12 months

926.785

1.032.126

1.108.642

105.341

76.516

Savings deposit
over 12 months

452.752

464.857

483.719

12.105

18.862

TOTAL

3.338.724

3.632.287

3.844.689

293.563

212.402

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Looking at the above statistics table, we can also clearly see the huge
difference between the two forms of savings deposit is "demand savings
deposit" and "term savings deposit". Specifically in 2017, out of about
3,338,724 million savings, there were 1,379,537 million VND in the "Term
savings deposit" and only 579,650 million VND in the form of "demand
savings deposit term ”.
By 2018, the total mobilized capital from savings deposits has increased
by VND 293,563 million compared to 2017, one of the reasons for such
high increase is partly because Phuc Yen

In general, the mobilization of

capital from savings deposits of Vietinbank Phuc Yen in the period of 20172019 has increased quite well, which has helped the bank develop
business in recent years.
*The process of opening a savings book :
- Open a savings book directly at the counter:
Step 1: Send customers the information about the savings deposit service at Vietinbank
provide them with information to be eligible to open a savings book as follows:
give ID card / Passport
Step 2: Receive records from customers
Get ID / PASSPORT, find out customer information carefully

Step 3: Exchange product packages customers are interested in
When customers have not yet selected the appropriate savings product, they will receive
product advice appropriate to their needs. After the customer has chosen which product to use,
he will move on to step 4
Step 4: Receive deposits from customers
Receiving money, checking and counting customers' deposits
Step 5: Create customer information on Vietinbank banking system
Fill in the information: ID / PASSPORT,… .. of customers on Vietinbank system
Step 6: Deposit money into savings books
Step 7: Print the cover and intestines
Step 8: Pass the newly printed money-saving book to the controller for signing
Step 9: Send the book to the customer
b ,Work Placement Responsibilities
My internship position is: Customer service specialist
Description of job position responsibility is:
- Talking with customers about their needs when participating in the savings deposit service at
Vietinbank Phuc Yen branch. Answer questions related to savings deposit products and
services - Advise customers on economical product packages, so that customers can easily
choose a product package that suits their needs
- Call to remind customers: Until maturity date; Inform customers about promotions, ...
- Collect customer information and analyze customer's needs to propose measures to improve
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the quality of savings service and potential products for the bank.
- Comply with procedures, guidelines and policies of the bank.
- Always help every other employee in the bank
2.1.3 Daily tasks
Table.4 DAILY TASK AT VIETINBANK PHUC YEN BRANCH
Time

Task

Outcome

10/02 – 18/02

- in the early days, my mission was:
+ Read the culture and laws of the bank
+ Type some text to notify the room
+ Search and filter customer records for
employees in the room
+ Photocopy, scan papers to help people
- Describe the desire and present the
topic of the internship report to do to
graduate and get a lot of materials so
that I can learn about savings products,
the process of opening savings books
for customers.

- In the first days of work, I was
acquainted with the working
environment at the bank,
acquainted with the machinery and
equipment such as copiers,
scanners, computers, ...

- Direct observation of professional
operations of bank staff
- After having knowledge of the savings

deposit service and knowing the objects
that customers often use this service,
my task at that time was:
+ Interested customers see what they
are looking for?
+ After receiving the information
customers are wishing to save. I would
ask, "Do you have any intention of
choosing an economical product?" and
send them detailed information about
the products.
+ When the customer agrees to send
money, I will receive papers and
personal information of the customer
and then send it to the bank staff of the
savings deposit department.
+ Besides, the bank staff will give me
a phone call for 10 customers/day,
remind them about the "savings book
maturity date" so they do not miss the
necessary information..

- I know the outstanding products
of the savings deposit service.
- Besides, I also grasp the skillful,
professional communication of the
bank staff, it helped me to be
confident when interacting with
customers.

20/02 – 27/02

10

- Besides, I have learned about the
bank's culture and rules.


02/03 – 29/03

11

- My position is "A customer care
specialist", besides answering questions,
needs, or advice for customers. Besides
my very important task is also Saler
- The head of the department asked me:
+ Looking for 3 customers who want
to save VND 50 million (each) at
Vietinbank Phuc Yen branch (from
March 5 to March 2
+ Calling 20 people to register for a
Vietinbank Ipay account (from March 5
to March 20)
-Vietinbank Phuc Yen was built in Phuc
Yen city, which is my hometown where
I can easily understand:
+ Sources of customers come from
those who trade in goods such as
Clothing, steel, electronics, jewelry,

clean fruits, owners of mini
supermarkets, coffee shops, etc.
+ Besides, there are many big
companies such as HONDA
VIETNAM, Vinh Phuc branch,
TOYOTA company, ... the source of
customers who are office workers of
these companies is also very crowded.
These two groups of customers, they are
individuals with a high and stable
income, so they often have a surplus
and need savings.
+ Identifying customer sources is easy.
However, because I was a trainee, it was
difficult to interact with customers who
were strangers, so I decided to use
relationships with family members. Call
on relatives to save money and have
enough people participating in savings
at the bank. Section 2.2 below clearly
shows the details of each case I work
with clients.
- Besides, I still assist people of the
savings division of Vietinbank Phuc Yen
by receiving customer records,
consulting savings products and
services to customers, calling
customers, ...

- During this period I understood

what the work of a "Customer Care
Specialist" really was. And besides
watching customers when they
come to the transaction, I also
understand how to reach customers
and fulfill the goals assigned by the
manager.

- I was at home at the request of the
government because of the COVID 19
virus disease outbreak (from April 1 to

Having completed the set target of
mobilizing 15 people to register for

- Besides, I was also acquainted
with many other operations such as
lending, opening credit cards ... ..
through the work assigned by other
officials such as filtering credit
cards by part, Preparing records
risk, ….


1/04 – 14/04
(NOTE 1/4 – 13/4
WORK AT
HOME :“COVID
19”)

April 14)
When I was at home, my manager
asked me to look for 15 people and
open a Vietinbank Ipay account for
them
- I did the following:
+ Looking for customers (who have
opened an ATM card account or
payment deposit at Vietinbank) these
customers such as Father, mother, aunt,
uncle, friends, neighbors, ...

the Vietinbank Ipay account

15/4 – 23/4

- Go back to doing everyday tasks Because my family is busy, please ask
permission from the Head of Retail
Department (Office where I practice) to
finish the internship 1 week earlier than
expected.
+ By April 23, send an internship
instructor "Internship Assessment
Form" and ask for red marks from the
bank to the English version
+ 24/4: Parting party with the office.

Receive an internship assessment
from an internship instructor

Here are pictures I took while supporting the staff in the office
Picture 2

2.2 CASE OF OPENING SAVINGS TO CUSTOMERS
One of my tasks when doing internship at Vietinbank Phuc Yen branch is finding 3 customers
and persuade them to save at leats 50 million/person at Vietinbank Phuc Yen.
Here are the cases I have directly opened the savings book for customers.
2.2.1 CASE NO.1 - SUCCESS
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*Customer information
+ Personal information
- Name: Nguyen Minh Lang
- Date of birth: November 18, 1972
- ID number: 13501 ***
- Address: Phuc Thang, Phuc Yen, Vinh Phuc
- Occupation: Worker
- Monthly income: 7 million / month
+ Needs of customers:
- Deposit amount: VND 50 million
- Savings products : Term savings
- Start date of making deposit: 10-3-2020
* Negotiate:
Step 1: Introduce product information
Name
Savings amount
Deposit term

Start date of sending

End date
Interest

Term savings
50 Million
12 months
10-3- 2020
10-3-2021
6.8% /year , annually interest payment

The method of
calculating the
interest

Interest = (Deposit amount x number of days to maintain deposit x
interest rate): 365 (days)

Total interest at
maturity
Features of saving
product

3.400.000 VND

= (50 Million x 365 days x 6.8 % ) : 365 days = 6.800.000
VND

• Attractive and competitive interest rates
• Type of deposit: VND, USD, EUR
• Depositing and withdrawing money at any VietinBank branch or

transaction office
• Deposit insurance in VND
•can be used to mortgage for borrowing money
the loan at the bank;
• can be attested deposit balance for lawful purposes
• Can choose the method of interest / principal payment

Step 2: Customer understands the product information and bank’s teller receives VND 50
million from customer for saving deposits
Step 3: Create customer information file on Vietinbank banking system then Fill in the
information
Step 4: Deposit money into savings books
Step 5: Print covers and content of saving book
13


Step 6: Turn savings book over to controllers
Step 7: Give the book to the customer
RESULTS: SUCCESS
- Customers have deposited VND 50 million
- Customers have chosen the form of deposit within 1 year and receive interest at the end of
the term
Reasons for success:
- Customers trust the reputation of Vietinbank
- Reasonable Interest rates
- Attentive and enthusiastic customer service
- Based on the close relationship of bank staff with customers
2.2.2 CASE NO.2 – SUCCESS
*Customer information
+ Personal information

- Name: Le Thi Dan
- Date of birth: November 29, 1974
- ID number: 02617400 ***
- Address: Phuc Thang, Phuc Yen, Vinh Phuc
- Occupation: Office worker
- Monthly income: 11 million / month
+ Needs of customers:
- Deposit amount: VND 100 million
- Savings products : Term savings
- Start date of making deposit: March 15, 2020
* Negotiate
Step 1: Introduce product information
Name
Savings amount
Deposit term

Start date of sending
End date
Interest

Term savings
100 Million
12 months
15-3- 2020
15-3-2021
6.8% /year , annually interest payment

The method of
calculating the
interest

Interest = (Deposit amount x number of days to maintain deposit x
interest rate): 365 (days)

Total interest at
maturity
Features of saving
product

6.800.000 VND

14

= (100 Million x 365 days x 6.8 % ) : 365 days =
6.800.000 VND

• Attractive and competitive interest rates
• Type of deposit: VND, USD, EUR
• Depositing and withdrawing money at any VietinBank branch or
transaction office


• Deposit insurance in VND
•can be used to mortgage for borrowing money
the loan at the bank;
• Can be attested deposit balance for lawful purposes
• Can choose the method of interest / principal payment
Step 2: Customer understands the product information and bank’s teller receives VND 50
million from customer for saving deposits
Step 3: Create customer information file on Vietinbank banking system then Fill in the

information
Step 4: Deposit money into savings books
Step 5: Print covers and content of saving book
Step 6: Turn savings book over to controllers
Step 7: Give the book to the customer

RESULTS: SUCCESS
- Customers have deposited VND 100 million
- Customers have chosen the form of deposit within 1 year and receive interest at the end of
the term
Reasons for success:
This case the level of success is great because
- The customer is a member of my family
- She used many services of Vietinbank such as Internet banking, Borrowing, Saving, buying
insurance, ... and very trusting in the reputation and customer service of Vietinbank
- Interest rate is reasonable and stable, the rate of change in the market is very low
2.2.3 CASE NO.3 –SUCCESS
*Customer information
+ Personal information
- Name: Nguyen Thi Minh Tam
- Date of birth: May 9, 1985
- ID number: 135832***
- Address: Trung Trac, Phuc Yen, Vinh Phuc
- Occupation: Teacher
- Monthly income: 10 million / month
+ Needs of customers:
- Deposit amount: VND 100 million
15

- Savings products to use: Term savings
- Start date of sending: March 20, 2020
- She is wondering between the interest rate of Vietinbank deposit (6.8% / 1 year / 12 months)
and Oceanbank (7.8% / year / 12 months)
* Negotiate
Step 1: When customers pay much attention to interest rates, direct them to other issues,
specifically as follows:
+ Reputation: Vietinbank is a highly reputable bank, the TOP in the joint-stock bank sector.
Although the interest rate is not high, it is trusted by many because it is a State stock-holder
bank. Although interest rates are low compared to the common ground, it is safe and effective.
Development banks rely on Reputation, not interest rates that fluctuate according to the
market.
+ Transaction Address: the school in which she is teaching is very close to Vietinbank Phuc
Yen, so it is very convenient for her to go to the bank, very safe for her to bring money to and
out of the bank
+ Customer Service: Keep contact with the customer to make her feel being cared so much.
The bank’s staff have to phone her to inform her about changes in saving products and her
savings if it happens.
Step 2: Customers deposited savings at Vietinbank Phuc Yen branch.
Proceed to introduce product information
Name
Savings amount
Deposit term

Start date of sending
End date
Interest

Term savings
100 Million

12 months
20-3- 2020
20-3-2021
6.8% /year , annually interest payment

The method of
calculating the
interest

Interest = (Deposit amount x number of days to maintain deposit x
interest rate): 365 (days)

Total interest at
maturity
Features of saving
product

6.800.000 VND

= (100 Million x 365 days x 6.8 % ) : 365 days = 6.800.000 VND
• Attractive and competitive interest rates
• Type of deposit: VND, USD, EUR
• Depositing and withdrawing money at any VietinBank branch or
transaction office
• Deposit insurance in VND
•can be used to mortgage for borrowing money
the loan at the bank;
• Can be attested deposit balance for lawful purposes
• Can choose the method of interest / principal payment

Step 2: Customer understands the product information and bank’s teller receives VND 50
million from customer for saving deposits
16


Step 3: Create customer information file on Vietinbank banking system then Fill in the
information
Step 4: Deposit money into savings books
Step 5: Print covers and content of saving book
Step 6: Turn savings book over to controllers
Step 7: Give the book to the customer

RESULTS: SUCCESS
- Customers have deposited VND 100 million
- Customers have used the form of deposit within 1 year and receive interest at the end of the
term
Reasons for success:
- Enthusiastic advice from bank staff. It has helped customers understand more about her
benefits on a variety of issues when she joined deposits at Vietinbank, not just interest rates.
- After being persuaded, customers have trusted in Vietinbank's reputation
2.2.4 CASE NO.4 –FAIL
*Customer information
+ Personal information
- Name: Nguyen Xuan Hau
- Date of birth: September 19, 1982
- ID number: 125935 ***
- Address: Tien Chau, Phuc Yen, Vinh Phuc
- Occupation: Restaurant hot pot - grill
- Monthly income: 25 million / month
+ Customer’s Need:

- Deposit amount: VND 200 million
- Savings products to use: Term savings
- Start date of sending: March 28, 2020
- He is hesitant to deposit money at Vietinbank and VPBank
- Especially, his friends are now saving with VPBank.
* Negotiate
Step 1: - Evaluate this case as follows:
After listening to Mr. Hau's sharing, I also grasped his needs and desires. I directed him to
The reputation of Vietinbank, Transaction address, Customer service so that Mr. Hau can
capture and understand Vietinbank
+ Reputation of Vietinbank:
17


Once determined to make savings deposit, customers always want to find a safe place to keep
their money, Although interest rates are not high because this is a bank that includes capital
from the State. But that is why it has made it very rare for banks to change interest rates in the
external market like other banks because Vietinbank complies with the strict regulations of the
state bank. Trust on the reputation for a lot of customers
+ Transaction address:
Knowing that customers do business at home, I compared the distance from customers'
houses to Vietinbank Phuc Yen (2 km) and VPBank (10.5 km). Vietinbank Phuc Yen is much
nearer than VPbank. Instead of choosing a high-interest bank and having to take a 20-minute
road to reach VPBank transactions office, customers only spend about 5 minutes to reach
Vietinbank Phuc Yen, which brings safety too the saving and money The rest of the time the
customer can handle so many other things, offering values that are sometimes higher than the
interest rate difference between the two banks.
+ Customer service:
Vietinbank staff has professional manners (uniforms, slogans, quick transactions ...) to serve
customers wholeheartedly (always smiling, talking softly ..),

When the holidays will have programs such as gift-giving, gift cards, there are programs such
as gold-winning savings, home ... giving raincoats when customers send from 50 or 100
million or more ...
Then please phone number, Zalo, Facebook to contact to make the customer feel that he is
being cared for very carefully.
Step 2: Provide product information:
Name
Savings amount
Deposit term

Start date of sending
End date
Interest

The method of
calculating the
interest
Total interest at
maturity
Features of saving
product

RESULTS: FAIL
18

Term savings
200 Million
12 months
28-3- 2020
28-3-2021

6.8% ,
Interest = (Deposit amount x number of days to maintain deposit x
interest rate): 365 (days)
= (200 Million x 365 days x 6.8 % ) : 365 days = 13.600.000 VND
13.600.000 VND/year , annually interest payment
• Attractive and competitive interest rates
• Type of deposit: VND, USD, EUR
• Depositing and withdrawing money at any VietinBank branch or
transaction office
• Deposit insurance in VND
• Used to mortgage the loan at the bank;
• Confirmed deposit balance for lawful purposes
• Choose the method of interest / principal payment


-After negotiating and resolving the issues that customers are concerned about, customers still
do no need to deposit savings at Vietinbank.
Reason for failure
- Customers are not satisfied with the interest of Vietinbank
- Besides, the fact that this customer's friends are using the savings service with VPBank, and
this affects the psychology of the customer, making him want to use the bank service. the
friends he used
Risks customers may encounter
* Interest rate risk : Because interest rates often change continuously, it is possible that the
time it takes for customers to deposit interest rates increases For example: When a customer
deposits a term of 12 months with interest rate at that time is 6.8%. But in 1-year market rate
changes maybe 7.5% However, customers do not have to update the interest rate so they must
accept the interest rate of 6.8% within the original deposit term.
* Liquidity risk: When a customer needs a cash withdrawal, they will lose interest or the
interest will be charged to the non-term interest (very low, not exceeding 1%)

* Opportunity risks: Compared to investing money in areas like real estate gold, it will be
more profitable than saving (only safe and reliable). Example: Customer deposits VND
100,000,000 million for a 1-year term with an interest rate of 6.8 %%, interest rate determined
by the customer is VND 6.800.000 million However if the customer buys gold at the
beginning of the year and the price is VND 40,000,000 million / ounce, the price of gold at
the end of the year may be VND 50,000,000 million / ounce.
2.3 Service Analysis
2.3.1 Customer research :
- Time to start the survey: from 20-3-2020 to 20-4-2020
- Duration: 4 weeks
- Target: 2 groups of individual customers
+ Group 1: Individual customers using the savings deposit service at Vietinbank Phuc Yen
branch: 110 people
+ Group 2: Prospective customers: 50 people .Here are the survey results that have been
analyzed, commented on and evaluated on two groups of customers about money-saving
services at Vietinbank Phuc Yen branch.

SURVEY 1: The customer group is using the savings deposit service at Vietinbank Phuc
Yen branch.
There are a total of 110 customers who are currently using the savings deposit service at
Vietinbank Phuc Yen branch, but only got 86 successful survey votes, the remaining 24 votes
failed due to many reasons. Here are the charts that have been analyzed from the results
obtained from 86 successful survey votes from customers In which 45 customers came to
transact at Vietinbank Phuc Yen and 41 customers outside the bank also used the savings
deposit service at Vietinbank Phuc Yen branch.
- Methodology research: Use paper questionnaires and create online questionnaires First, I
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conducted a paper customer survey, sent to customers trading at the bank, friends, relatives.

Besides, I have set up an online questionnaire to send to every user on Facebook posted on
my page. Friends and relatives helped me share information, I received the expected results
A- GENDER
First, what we need to survey is "Gender", through the survey results below, we can know
which products our customers are using more, which can lead to devise measures to improve
and develop products based on the survey results
Comment :
In 86 survey questionnaires collected from customers showed that the proportion of male
customers accounted for 41.7%, female customers accounted for 58.3%. This discrepancy
makes it clear that women are often the ones in charge of household spending, so the money
coming and banking transactions are often women. This is quite consistent with the culture of
Asians and Vietnamese.
Moreover, in business, men often prefer to invest in ventures with a large amount of money,
gain higher profits than women who prefer to be safe in choosing a bank as a firm and
effective investment place.
B- AGE

Comment :
Among 86 customers participating in the survey, up to 44 customers from 31-50 were
equivalent to 51.8%, the customer group over 50 years old accounted for 31.8% equivalent to
27 customers, The remaining proportion is the lowest group of customers under 30 years old.
This is understandable, at the age of 31-50 years old in the working-age and creating high
and stable financial income. They have amassed a certain amount of assets, so they turn to
savings services as an indispensable part of safe investments.
Under the age of 30, they are often young people, who tend to invest money in different
investment channels. Being over the age of 50, despite having accumulated assets, health
problems make it difficult for transactions of this group of customers and often authorize their
relatives to carry out transactions
Besides, the age factor also particularly affects the way customers request for services.
Therefore, banks need to consider the age factor to have a better way to serve customers,

thereby improving the quality of savings deposit services at the bank.
C- MONTHLY INCOME
Table.5 STRUCTURE TABLE OF CUSTOMERS' MONTHLY INCOME
Income

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Frequency

Ratio%


Under 5 million

19

22.2%

From 5-10 million

39

45.3%

From 10-15 million

20

23.2%

Over 15 million

8

9.3%

Comment:
For the statistical survey of "Monthly income", it is easy to see that the monthly income of customers
from 5 to 10 million VND accounts for 45.3%, the income from 10-15 million accounts for 23.2% of
the total. customers participating in the survey. Customers with an income of over 15 million,
accounting for 9.3%.
The income level is very suitable to the economic situation of Phuc Yen city, most customers have a
high income to be able to spend on their life and have enough money to invest in other investments.
each other to make a profit. Particularly 22.2% of customers have an income of less than 5 million,
most of them are students and retired people have a small income.

D- JOB
Coment:
Looking at the above results, we can see that the group of business and business customers
accounted for the highest proportion of 43.5%. Because these people often do business with high
efficiency and profit, they often have large reserves of capital, which makes up the majority of
customers participating in the savings deposit service at the bank.
Besides, customers are office workers and entrepreneurs account for 27.1% and 9.4% respectively,
followed by students with limited financial resources, so the number of this group only accounts for
5% and retired customers account for 14%
The group of customers with other occupations accounted for 6% of the majority were farmers ,
workers , customers without stable jobs.

E -Term of deposit at Vietinbank Phuc Yen branch
Table.6 the structure of saving deposit term

Term of savings deposit

Frequency

Ratio %

Under 3 months

24

24,8%

From 3 - 6 months

39

44,7%

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From 6 - 12 months

13

17,6%

Over 12 months

10

12,9%

Comment:
Through the table of survey results above, we can see that the term that customers save the
most is "From 3 to 6 months", occupying the second position is the term "Under 3 months" is
24, 8%. And of the 86 customers surveyed, only 10 customers used the term of deposits at
banks over 12 months (equivalent to 12.9%). Accounted for 17.6% of the term "6 to 12
months".
It also shows that the general sentiment of customers when saving is that they only want to
send money in a short time so that they can easily adjust their money in case of interest rate
fluctuations in the future.
F- Time to use the savings deposit service

Comment:
Above we can see the chart showing the customer survey results about the time to
participate in the savings deposit service at Vietinbank Phuc Yen. The results show that the
highest proportion of 43.5% is the period of "1-3 years", "3-5 years" accounts for 30.6%, in
general, customers have time to use the service. bank savings deposit for quite a long time.
Customers participating in using the service less than 1 year reach 20% and over 5 years is the
lowest time accounting for only 5.9%.

G- Purpose of using the savings deposit service at Vietinbank Phuc Yen branch

Comment:
The chart above shows us the main reason why customers use the savings deposit service at
Vietinbank Phuc Yen that is "safer when investing in other profit", which accounts for 40%,
we can simply understand that this reason is high because most of the participants in the
savings age group are aged from 31-50, they have some money to save and their age They are
not young enough to risk investing in other financial channels, so most of them choose to save

money as a safe and profitable investment.
Accounting for 24.7% is the reason "Avoid the risk of leaving money at home" because the
time of economic fluctuations, other investment channels such as real estate, buying gold or
foreign currencies are not safe. Besides the savings deposit at the bank to enjoy interest from
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their excess money is a safe investment channel that customers choose, also to avoid having
that money "died in one place" at home. Besides, the "prestigious bank" also accounts for
10.6%. It is known that Vietinbank Phuc Yen is a long-established bank with a team of staff
with professional knowledge and skills, which is also a big reason to convince customers to
use savings
H- Customer Satisfaction:
"Customer satisfaction" is one of the important factors to improve and develop the savings
deposit service at Vietinbank Phuc Yen branch. To evaluate the satisfaction level of customers
for banking services, I have divided them into 6 criteria:
-Reliability
-Factor staff
-Service capabilities
-Tangible Media
-Price and incentives
Below are charts showing the results obtained from the successful survey of 86 customers
who are using savings deposit services at Vietinbank Phuc Yen branch.
* RELIABILITY
Comment:
The first is "Reliability", in terms of this assessment of customers for the bank, we can see
that customers almost agree with items such as Bank of absolute security transaction
information of customers; Customers feel safe when sending money; The bank provides
timely and accurate information.
However, in the final chart, there are 30 "Neutral" customers with the opinion "The Bank

performs the operations correctly and without errors". This shows that customers are still not
very satisfied with the professional of the bank staff when dealing with customers.
As we all know banking is a profession that involves lots of numbers, confusion in
transactions is inevitable. However, when being a trader, we have to be alert and always keep
the mind with a cold head, a clear mind, and a hot heart to complete the job, to help the bank
develop the service. *EMPLOYEE FACTORS:
One of the criteria for assessing the level of customer satisfaction with the bank's products and
services is the "Employee factor". A good employee is one who has a deep knowledge of all the
products of his company. When fully equipped with the knowle dge about the banking products you
are doing, you will be able to persuade cleverly to make customers interested in your products.
And below are the survey results of customers about "the staff factor" of Vietinbank Phuc Yen
branch when they participated in using a savings deposit service at the bank.

Comment:
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Looking at the chart, we can see that customers are very satisfied with the staff of the bank in items
such as 27 customers have "Agreed" to the bank staff actively advising and helping customers. in all
situations, up to 28 customers "Very agree" about the staff resolving customer complaints and inquiries
in a way worth discussing. This proves that the bank staff makes customers feel they are always
concerned and listened to by the bank staff, which will help improve the quality of savings deposit
services in particular and Other banking services in general.

*SERVICE CAPABILITIES:

Comment :
Most of us find bank staff highly appreciated by customers in the graph columns 1,2,4. Up
to 34 people strongly agree with the opinion "Bank staff have the professional knowledge to
answer questions for customers ..." and up to 29, 34 people strongly agree with the comments.

feeling safe for customers when dealing ”or“ Bank staff always treat customers fairly ”. This
shows that the bank's staff have been trained in specialized knowledge, whether they are
regular customers or VIP customers, they always serve them fairly.
However, besides the good reviews, when looking at the column of chart 3, we can clearly
see 32 "Neutral" customers with the opinion "Bank staff has a good appearance and polite
attitude, respect… happy with customers ”. This shows that Vietinbank Phuc Yen has received
a lot of customers for transactions, the number of customers is large so maybe some officials
or at some point the cheerful smile for missing customers; or there are times when laughing
and talking loudly in front of customers, which has made 34 customers not really satisfied
with the above opinion, Vietinbank Phuc Yen branch should improve the quality of its human
resources.
*TANGIBLE
Comment :
Looking at the chart columns above, it was shown that customers rated "agree" with the
above criteria. Especially in chart column 3 is "convenient location for customers to find", up
to 36 customers agree with this idea. Besides, other criteria also receive a lot of "agree" ideas
from customers. That shows that the Vietinbank Phuc Yen branch has done very well in terms
of tangible facilities here. They have a clear division between the counters, clear receipts and
vouchers that make customers feel they are working in a modern and professional
environment.
*PRICES AND OFFERS
Comment :
When looking at the results of the survey above, we can see a lot of customers agree on the
items. However, because Vietinbank is a joint-stock commercial bank with more than 50% of
investment capital from the State, the interest The rate is not high compared to other jointstock commercial banks with completely private investment, so there are 27 customers with
"neutral" opinions, 7 comments "Disagree" with " Interest rates" . However, when looking at
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the charts 2,3,4 we can see there are over 27 customers agree with the proposed items such as

Clear documents; Reasonable expenses incurred; A variety of savings products .... of the bank
for them
*ASSESSMEMT OF SATISFACTION LEVEL
Comment:
Looking at the three charts above we see that customers are generally satisfied with the bank's
savings deposit service. However, the level of satisfaction is still not high.
Specifically, when observing chart No. 1 "Satisfaction with the quality of the bank's
savings deposit service" the number of customers who disagree accounted for 13 people, with
neutral opinions accounting for 28 people while the percentage agree is 23 people and
strongly agree only 15 people. The number of customers still wondering is still a large
proportion, thereby requiring the bank to have appropriate solutions, to improve its services,
to better meet the needs of customers to create. to higher satisfaction.
In the column of chart 2, for the continued use of the bank's service, the number of
customers who agreed to account for 10 people, agreed to account for 33 people, the
customers with neutral opinions were 29 people, the disagree accounted for 11 people. With
this figure, it is easy for banks to lose a large number of customers when they do not meet
what they expect. Therefore, banks need to improve their ability to meet customer's needs to
retain and attract customers.
As for customers who would introduce this service to others, when looking at chart 3 we
see the rate of disagreement accounts for 12 people, customers with neutral opinions account
for 29 customers, the number of customers agreed to introduce 32 customers and agreed to 11
people. Whether the customer is satisfied with the bank's service will lead to whether or not
the customer agrees to the bank's introduction to others. And no advertising activity is as good
as referring customers to each other. Therefore, to get that, the bank needs to have the trust
and satisfaction of customers when coming to the bank.

SURVEY 2: The group of potential customers at Vietinbank Phuc Yen branch.
As we may know, potential customers are also a very important group of customers for a
company or a business. They are people who have not used our services, but only need or
show interest in the service.

This 2nd survey is for potential customers for the Vietinbank Phuc Yen branch. The total
number of votes sent to 50 potential customers, the number of successful votes was 35 votes,
the remaining 15 votes failed for many reasons. Here are the charts that have been analyzed
from the results obtained from 35 successful customer surveys ,Among them 10 customers
from personal relationships, the remaining 25 customers conducted online surveys.
And after analyzing the results of this survey, it will help us to better orient and develop
our services.
*CURRENT JOB
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