Thảo luận nhóm TMU expanding a car loan service for individual customers in thanh cong branch ham nghi transaction office, joi – nt stock commercial bank for foreign trade of vietnam

Secondly, we would like to express our sincere gratitude to the Vietnam Joint Stock Commercial Bank for Foreign Trade – Thanh Cong branch, Ham Nghi Transaction Office, especially Ms.. Ca

Overview of Vietcombank - Thanh Cong branch, Ham Nghi transaction office

General characteristic of Vietcombank

Name: Joint Stock Commercial Bank for Foreign Trade of Vietnam

CEO: Mr PHAM Quang Dung

Address: 01 Thai Ha, Dong Da District, Hanoi.

Sector: Foreign currency trading and derivatives, card services 1.2 History and development

Vietcombank traces its origins to the Foreign Exchange Management Department of the National Bank of Vietnam, established on January 20, 1955 In 1961, this unit was renamed the Foreign Exchange Department under the State Bank of Vietnam.

After 58 years of establishment and development (April 1, 1963 - April 1,

As of 2021, Vietcombank has continued to grow, ready to engage with the banking system to integrate with domestic, regional, and international economies The period 2013–2018 was a time of remarkable transformation and breakthrough for Vietcombank.

From 2013 to 2017, Vietcombank implemented bold, comprehensive transformations to secure its number-one position in the Vietnamese banking system The bank achieved breakthrough growth in total assets, capital, and credit mobilization during this period, underscoring its market leadership In 2018, the 55th anniversary of Vietcombank’s founding, the bank continued its strong growth trajectory by maintaining total assets above one quadrillion dong.

With a vision for 2025, we aim to increase income from retail banking and related services, making it the main driver of revenue Growth will be propelled by digital banking transformation, diversification of banking products and services, and an enhanced customer experience.

TIEU LUAN MOI download : skknchat123@gmail.com

● Overview of Ham Nghi transacrtion office

- Location: 8 Pham Hung Street, Dich Vong Hau Ward, Cau Giay District, Hanoi

+ Individual Customers: Deposits – Savings, Personal loan, E-Banking

+ Corporate Customers: Loans & Guarantees, Trade finance, Deposits

- Targets: Complete the targets, Become the excelent transaction office of Vietcombank

- Competitors: Vietcombank, Vietinbank, Techcombank, Sacombank , SHB,&

Figure 1: Organizational chart of Thanh Cong , Ham nghi transaction office

Head of Ham Nghi Transaction office

Administration Sale Accounting Department Department Department

(Source: Vietcombank–Ham Nghi Transaction office)

1.4 The internship positions, responsibilities, and tasks

Our position is clearly stated in the chart:

Figure 2: The structure of the department and our position

Customer relationship Customer relationship individual department enterprise department

My responsibilities included acting as a consultant for car loan services within the individual customer department and supporting my tutor to complete his work The Individual Relationship Department comprises two teams: the Individual Customer Team and the Enterprise Customer Team The Individual Customer Team has six sub-teams, and we were assigned to Team 2 at the Ham Nghi transaction office.

- We were instructed by the instructor to understand all the loan packages, which assist each client's needs in accordance with financial capacity.

After gaining a clear understanding of car loan products, we were able to identify and meet customers in need, which strengthened our confidence in the approaches we used for researching car loan services This product knowledge and direct customer engagement helped us address real financing challenges, refine our car loan service delivery, and demonstrate how reliable car loan solutions can streamline the loan application, approval, and repayment process for borrowers.

+ Seek for customers who want to use the car loan service of the bank.

We reach out to customers based on their needs and our ability to provide financial solutions within bank regulations, delivering clear guidance on loan conditions, the documents required, and the applicable interest rates to help clients make informed decisions.

Ham Nghi transaction office

● Overview of Ham Nghi transacrtion office

- Location: 8 Pham Hung Street, Dich Vong Hau Ward, Cau Giay District, Hanoi

+ Individual Customers: Deposits – Savings, Personal loan, E-Banking

+ Corporate Customers: Loans & Guarantees, Trade finance, Deposits

- Targets: Complete the targets, Become the excelent transaction office of Vietcombank

- Competitors: Vietcombank, Vietinbank, Techcombank, Sacombank , SHB,&

Figure 1: Organizational chart of Thanh Cong , Ham nghi transaction office

Head of Ham Nghi Transaction office

Administration Sale Accounting Department Department Department

(Source: Vietcombank–Ham Nghi Transaction office)

The internship positions, responsibilities, and tasks

Our position is clearly stated in the chart:

Figure 2: The structure of the department and our position

Customer relationship Customer relationship individual department enterprise department

Our responsibilities included acting as a consultant for car loan services within the Individual Relationship Department and supporting our tutor to complete his tasks The department is divided into two teams—the Individual Customer Team and the Enterprise Customer Team The Individual Customer Team consists of six sub-teams, and we were assigned to Team 2 at the Ham Nghi Transaction Office.

- We were instructed by the instructor to understand all the loan packages, which assist each client's needs in accordance with financial capacity.

After we clearly understood car loan products, we could identify and meet customers in need, and this clarity gave us confidence to tackle the tasks related to our research topic—the car loan service The experience helped us recognize customer needs, tailor our insights, and conduct essential steps in our study, from comparing loan options to evaluating service delivery, ensuring findings that reflect real-world dynamics in the car loan market.

+ Seek for customers who want to use the car loan service of the bank.

We contact customers by assessing their financial needs and the bank's capacity to provide financial services within policy guidelines, and we guide them on the applicable conditions, required documents, and current interest rates.

Morning - Helping tutor prepare loaning record (8.00 am – 11.00 am ) - Finding customers by phone from bank-provided list.

- Advising customers at showroom Huyndai.

- Assist customers open credit card, debit card, saving account

- Check for record appraisal results, inform customers their loan agree or not

Afternoon - Meet scheduled customers with tutor.

(1.00 pm – 5.00 pm ) - Helping tutor Check the record of customers

- Helping tutor create the records for agree customers

- Call customers who Not enough loan document

- Assist tutor in input the old data into management system of the bank.

- Transfer the loan profile of customers to the appraise debt at main branch

Overview of project

Reason for choosing the topic

Over the past few years, consumer credit has emerged as a growth engine for banks, with car loans driving much of that expansion as everyday travel needs rise Car loan activities have become highly developed to meet this demand Since 2015, Vietcombank has offered a car loan service package for individual customers with competitive interest rates, making it easier to finance transportation for both personal travel and business purposes.

Attracting potential customer segments will help Vietcombank grow its customer base, increase transaction volumes, and boost the efficiency of its credit operations To achieve this, the bank has rolled out preferential interest rate programs for individuals, including offerings like the Suzuki car loan with 0% interest in the first period.

6 MONTHS of 2020", "Competitive interest rate 2021", Typically, the program "Interest rates for products for individual customers buying Vinfast cars" is organized to encourage individual customers to support their travel needs.

Although there are undeniable advantages to Vietcombank's loan service for individual customers, our team acknowledges several limitations that need to be addressed to stay competitive This article deepens the analysis of personal loan offerings, identifies key pain points for individual borrowers, and presents practical recommendations to improve service quality and overall customer satisfaction By focusing on faster approvals, transparent terms, streamlined documentation, and broader eligibility criteria, Vietcombank can enhance accessibility and reduce friction in the loan process Implementing these insights will help elevate the personal loan experience, boost borrower trust, and strengthen Vietcombank's market position in the personal finance segment.

Objectives of the project

We implemented this project to participate in the activities of Vietcombank Ham Nghi branch From there, we can better understand how the bank operates.

At the core, we’re examining how banks issue auto loans and how individual clients sign up for car loan services This project provides a direct opportunity to participate in the end-to-end car loan process for individual clients—from approaching customers during bank-based surveys and collecting their information to supporting the marketing activities and measuring customer satisfaction with the loan service.

Secondly, we use a questionnaire to survey a group of potential consumers from database of Ham Nghi transaction office and car groups in Facebook As a result, we conduct client interviews in order to obtain information from them, particularly regarding their degree of satisfaction with the service.

Thirdly, we synthesize, select, and evaluate data from consumers using a variety of approaches to get a true picture of the state of the vehicle loan service for individual customers.

Finally, through the implementation of this project, we have proposed some solutions to improve the quality of this car loan service in the future By using the knowledge gained during the implementation of this project, we hope to be able to come up with effective solutions to optimize the service as well as attract more customers to use it.

Project implementation schedule

Table 2: Project implementation plan Mission Time Responsibility Other responsibility

1 Survey the necessity of August 3, 2021 – Nguyen Nguyet Minh Hieu : 40% using car buying demand August 13, 2021 : 60% for customers.

2 Attend instruction on the August 14, 2021 – Anh Duc : Minh Hieu : 17,5% process of entering service August 17, 2021 30% Hoang Thang : 17,5% registration information for Quynh Trang : 17,5%

3 Support the branch in September 18, Minh Hieu : Hoang Thang : 17,5% guiding customers to apply 2021 – September 30% Anh Duc : 17,5% for the integration car loan 20, 2021 Nguyen Nguyet : 17,5% service in cooperation with Quynh Trang : 17,5%

4 Summary of the results September 21, Anh Duc : Minh Hieu : 17,5% collected through the 2021 – September 30% Hoang Thang : 17,5% internship time at 23, 2021 Nguyen Nguyet : 17,5%

Vietcombank Ham Nghi Quynh Trang : 17,5% and online.

5 Implement some duty of October 6, 2021 Quynh Trang : Hoang Thang : 40% car loan service process at 60% credit Department at Ham

6 Survey to assess the car October 7, 2019 – Quynh Trang: Anh Duc : 40% loan service for October 14, 2021 60%

7 Summary of results October 15, 2021 – Hoang Thang : Nguyen Nguyet : 17,5% through the questionnaire October 29, 2021 30% Quynh Trang : 17,5%

8 Analysis of car loan for October 30, 2021 – Anh Duc : 60% Minh Hieu : 20% Hoang individual customers November 22, Thang : 20% services of Vietcombank 2021

Mission Time Responsibility Other responsibility

9 Suggestions for new November 23, Hoang Thang : Nguyen Nguyet : 17,5% enhancements of car loan 2021 – November 30% Minh Hieu : 17,5% service for individual at 31, 2021 Quynh Trang : 17,5%

10 Prepare summaries and December 1, 2021 Nguyen Nguyet Minh Hieu : 17,5% reports for projects – : 30% Anh Duc : 17,5%

11 Defend the project in January 17, 2022 Minh Hieu : 25% Hoang Thang : 18,75% front of the council Anh Duc : 18,75%

Costs include: internal costs and external costs.

Since the project is voluntary, our team does not have the authority to require the branch to cover external costs incurred during implementation, including travel expenses, communication fees, meals, and document-related charges.

To avoid the conflicts between members of the group, these costs are evenly distributed among the group members.

PART B: OVERVIEW OF VIETCOMBANK CAR LOAN SERVICE

Process of car loan

Table 3: Process of car loan

Effective customer acquisition focuses on building strong customer relationships, sourcing leads from the bank department’s prospective‑customer lists, making outbound calls to qualified prospects, and providing guidance to customers at bank‑linked car showrooms about financing options and related services.

- Referral from friends or old customers

- Clients who have demand and come to the bank themselves.

2.Consult Customer Providing customer with information: customers relationship - Loan condition, interest rate, procedure. individual - Answer customer9s questions related to the loan department package.

Collect customer records in compliance with bank regulations Re-check the customer's profile and inform the customer to furnish any missing information or notarized documents from the relevant departments to complete the profile.

- Transfer the loan profile of customers to the appraise dept.

4.Analyze Appraisal dept No information customer (Customer9s profile will be sent to the in charge profile department to appraise and analyze to determine customer9s repayment capacity)

5 Sign Customer - Appraisal department concludes the customer eligible: contract relationship + The staff prepare loan contracts individual + Getting customer signatures department + Manager approve

+ Transfer the contract to the appraise dept to re-checking

- Appraisal department concludes the customer not eligible:

+ inform customers their loan disagree and find solution

6 Approve Appraisal dept No information loan (The staff inform for showroom about loan contract)

Disbursement Economy Dept The bank will transfer money to the showroom account

Car loan service of Vietcombank Thanh Cong Branch, Ham Nghi transaction office

• Target customer: Vietnamese people who are over 18 years old with the monthly income equal to or above 15 million VND and live at most 30km around Hanoi.

• The maximum of loan duration is extended to 7 years.

• The loan amount is up to 70% the car value, if customer has other collateral such as real estate, the maximum amount is 100%.

• In addition, our customer can have a credit card with free annual fee for the first year Customer can use it to buy car insurance, accessories and service.

- Loaning conditions + Vietnamese individual customer/ households.

+ Foreign individuals but permanently living or working in Vietnam.

+ Have stable income and guarantee solvency.

+ Have collateral property for loans The guaranteed asset is the car Other assets belonging to the customer/ third side (ex: house, savings book or car)

- ID card/passport and permanent residence / temporary residence book +

Documents regarding the car: Trading contract, bills, etc.

+ Documents proving debt repayment: Labour contract, timesheet, etc.

Car loan packages

Vietcombank offers a range of preferential interest rates, letting customers choose the loan package that best fits their needs In particular, Preferential Package 3 is designed for borrowers who are facing early financial difficulties and still want to borrow money.

Monthly interest rates have been reduced, with the first option preferred for its fixed long-term rates that help customers manage monthly payments The second option offers a preferential interest rate package with competitive rates to meet different financial needs.

With a 7.8% per annum fixed rate for the first 12 months, this loan stands as the most popular choice among customers, offering a fixed introductory period, flexible terms, and a moderate interest rate that appeals to many borrowers today.

The reality of car purchasing at the branch

Total loan of individual Billion/VND % Billion/VND % department 5892 100 6528 100

Car loan Billion/VND % Billion/VND %

Source: VCB-Thanh Cong Branch Financial report 2019–2020 shows that 2020 was a successful and stable year for Vietcombank Thanh Cong Branch The loans outstanding balance rose from 5,893 billion VND at the end of 2019 to 6,528 billion VND at the end of 2020, up 636 billion VND or 10.8% By contrast, the car loan segment faced a downturn, with total car debt decreasing by 83 billion VND in 2020.

PEST analysis for Vietcombank - Thanh Cong branch, Hàm Nghi transaction office

Political

Vietnam's government has enacted numerous policies and trade agreements, including Decree 125/2017/NĐ-CP, ATIGA, and EVFTA, to promote the domestic auto market Under ATIGA, automobiles from ASEAN member states are eligible for a 0% import tax if they meet specified requirements, helping to facilitate cross-border auto trade within the region Through EVFTA, Vietnam will gradually eliminate tariffs on European cars, reducing duties from about 6.8–7% and reaching zero after ten years, signaling a significant impact on vehicle imports and pricing.

Economics

Vietnam's economy has expanded rapidly, while 2020 was a year of difficulties and challenges for the global economy The world economy was forecast to experience the most severe recession in history, with growth in major economies contracting sharply due to the Covid-19 pandemic Despite these headwinds, Vietnam's economy maintained growth, with an estimated GDP growth of 2.91%.

Participating in international trade organization such as WTO, APEC,ASEM, has attracted international investment and created competitive environment to motivate the development of domestic enterprises.

Social

Global living standards are rising, and a Boston Consulting Group (BCG) study across 149 countries shows that Vietnam's living standards are comparatively comfortable The research reveals that Vietnamese quality of life is on par with countries with GDP per capita over $10,000, despite Vietnam's GDP per capita being only around $5,200 per year.

As economies integrate and develop, rising per-capita income fuels greater demand for housing and automobiles People not only want to buy modern vehicles, but also luxury cars, driven by perceived safety and convenience.

Historically, car buyers were mainly high-income individuals or middle-aged savers Today, automakers offer a diversified lineup of affordable cars to fit a broader range of budgets Financing options from banks and finance companies have further widened access to vehicle ownership, making the demographic profile of car buyers more diverse than ever.

A car is more than a safer vehicle; it also signals personal status For Vietnamese buyers, owning a car is not only about protecting themselves and their families, but also about presenting their social class In this market, safety and reliability matter, yet the choice of car becomes a visible indicator of wealth, taste, and lifestyle, turning vehicle selection into a statement of identity and social belonging.

Technology

Vietnam has launched its own car brand, VinFast, signaling a new era for Vietnamese automotive manufacturing At the Los Angeles Auto Show 2021, VinFast unveiled two electric SUV models, the VF e35 and VF e36, formally entering the United States market This milestone places Vietnam on the world auto map as a rising hub for electric vehicles and positions VinFast as a notable player in the global EV landscape.

Car manufacturers are launching new models with smarter features such as HUD glass, satellite positioning and online connectivity, and affordable price for every customer.

Developing Hybrid technology for fuel saving and emission reducing to protect the environment.

6 SWOT analysis and recommendations for Vietcombank - Thanh Cong branch, Hàm Nghi transaction office

After three months of research on car loan product We have summarized the strengths, weaknesses, threats, opportunities to help banks find strategies suitable for developing car loan products.

Table 5: SWOT analysis for car loan service

- Prestigious bank with 74.8% state- Not much investment in advertising capital - Small market share for car loans.

- Simple procedure - Not have close cooperation with car

- Government9s preferential policies - Have many competitors for car manufacturing - Other competitors have similar products.

- Car manufacturers have many - Car loan haven9t been paid much models with varied prices, meeting attention => smaller market share customers9 demand compared to other competitors who have

- Higher income of people therefore, paid much attention such as international the demand is increasing day by day banks, small banks and financial company

Proposals to improve the car loan product for individual customer for Vietcombank -

Vietcombank - Thanh Cong branch, Hàm Nghi transaction office

To boost customer acquisition, the branch should ramp up advertising campaigns and refine its customer-attraction tactics, such as offering gifts, sending holiday cards, and providing tickets to entertainment events sponsored by the bank These incentives increase engagement, raise brand visibility, and help convert prospects into customers by delivering tangible value through timely, targeted promotions.

- Cooperate with more car distributors such as: THACO, HAXACO, Toyota.

- Cooperate with the car marketing staff, training them on skills to advise clients on Vietcombank9s loan packages.

- Change the interest rate to attract more customers.

- Increase the loan period, help customers to take the initiative in loan repayment.

In Vietnam, when customers take out a bank loan to buy a car, they typically purchase only civil liability insurance However, vehicles can be stolen, disposed of without proper documentation, or damaged in accidents, placing the loaned collateral at risk To minimize risk and better protect the bank’s security, banks should require borrowers to obtain comprehensive vehicle insurance and theft insurance, naming the bank as the policy beneficiary until the loan is fully repaid.

PART C: SURVEY OF THE DEMAND FOR USING CAR LOANS FOR

Quantitative survey

Our group had done an indirect survey through online platform (Google form) by using a questionnaire.

- To ascertain the perceptions of customers regarding auto loan financing provided by financial institutions.

- To assess the auto loan requirements of car owners and prospective car owners

- To develop appropriate Vietcombank9s car loan products to fulfill these needs.

* The number of students who join the survey: 107 customers

* The time: November 7, 2021 and November 14, 2021

* Questionnaire description: Page i of annex

Analyze the results of survey

Summary of findings

Overview of the Sample Size:

Figure 3: The chart presents the price range of car

The sample size indicates a larger proportion (61%) of customers had a preference for cars within the price range of 0 - 1 billion VND (Small Car segment).

The Mid Car Segment (34%) was preferred by customers at a price range of 1

A small percentage of the sample size (5%) preferred the luxury car segment for cars price above 2 billion VND

As part of the questionnaire, the respondents were asked to choose between

3 different banks i.e Vietcombank, Techcombank and BIDV offering auto loans with differing terms of services.

The Terms of services offered by the 3 banks were as follows:

Auto Loan Terms of Service Vietcombank BIDV Techcombank Flexible EMI repayment options Available Available Available

Loan Disbursement (in days) 1-3 days 6-8 days 1 days

Loan to Value (LTV) deal (%)

*(On % of Principal Amount prepaid)

Figure 4: The chart illustrates the choice of bank of customers with many original features

Approximately 57% of respondents preferred Vietcombank, drawn by its competitive interest rates across the industry and its more favorable terms of service relative to Techcombank, which offered a lower rate About 29% chose BIDV for the lowest interest rate among the three banks Meanwhile, 14% preferred Techcombank, which offered a higher rate than BIDV but still provided far more favorable terms of service.

The consumer behaviour of auto loan customers has been further analysed on the basis of the age group, income level, and profession of the respondents and their consumer preferences.

Figure 5: The chart presents the choice of interest rate

The data clearly shows a strong preference for fixed-rate interest across all age groups, at 78.5% In contrast, a smaller but notable share of 18–30-year-olds—28%—prefer a floating-rate option, while among older customers this preference is negligible.

This data indicates that the risk appetite of customers in the current economic situation is low across all age group categories.

Figure 6: The chart presents the loan tenor

Survey results show that 55% of customers prefer a 5-year loan tenor, indicating a strong demand for mid-term financing Only 1% of respondents in the small car segment prefer a loan tenor longer than 5 years, suggesting limited appetite for extended terms in that category Additionally, 25% of customers favor a 3-year tenor, highlighting a sizable share seeking shorter-term financing Overall, the data point to a dominant preference for mid-term loans around 5 years, with smaller portions opting for shorter (3-year) and longer (>5-year) terms.

Data shows that borrowers prefer not to extend their loan tenor beyond what is reasonable and generally lean toward a five-year tenor as a safe, affordable option This preference reflects a desire for predictable payments, lower total interest, and better financial planning In short, a 5-year loan tenor aligns with customer expectations for affordability and manageability.

Figure 7: The chart illustrates the percentage of the loan value on the car value

A majority of respondents (58%) preferred a Loan to Value Deal in the range of 80-90% while preferences across other categories were minimal.

Figure 8: The chart presents the FLEXIBLE EMI PREFERENCE

73% of respondents said 8Yes9 to structured EMI payment methods which were suited to their needs.

Structured EMI payment preference was highly preferred among the younger group of respondents The preference for structured payments decreases gradually among the older group of respondents.

Figure 9: The chart presents the structured EMI preference

Bullet Payment Real End Balloon Step Down Step Up

• 18-30 years: 59% respondents preferred the Step Down payment method while 27% preferred the Bullet payment method.

• 31-40 years: 85% respondents preferred the Step Down payment method.

• 41-50 years: 92% preferred the Step Down payment method.

• 51-60 years: 50% preferred the Bullet payment and Balloon payment each.

The data indicates that the Step Down mode of payment (68%) was preferred across all categories while the Bullet Mode of payment (21%) was the second most preferred choice.

• Importance of Auto Loans Terms of Services:

Figure 10: The chart illustrates the important terms of Services of Auto Loans

Importance of Auto Loans Terms of Service-Rank 1

ROI Flexible EMI Prepayment charges

Among all respondents, 83% ranked Rate of Interest as the most important factor in selecting an auto loan.

Importance of Auto Loan Terms of Service-Rank 2

Flexible EMI Prepayment charges Loan disbursement

Loan to value ROI Tenor

48% of respondents selected Flexible EMI as the second most important factor while 23% selected Prepayment charges.

• The majority of respondents ranked Rate of Interest (83%) as the most important determining factor in selecting an auto loan.

• A low down payment was the second most preferred choice.

• Prepayment charges, loan tenor and loan disbursement were the other important factors identified by respondents as important in selecting an auto loan.

• After the initial two rankings, responses were varied among customers so the third and fourth important factors were not as conclusive as the first two important factors

Figure 11: The chart presents some additional Cross Selling Services

Of the Total Sample Size of 107, the following interpretations were obtained:

• Insurance on Loan Cover was the most preferred option among all respondents

• Discount on Vehicle Insurance was the second preference among respondents

• Discount on Health Insurance was the third preference among respondents (22%).

• The other cross selling features was not popular among the respondents.

Recommendations and Conclusions

Approximately 76% of customers prefer fixed-rate loans, while floating-rate options are chosen by 31% of 18–30-year-olds This pattern indicates that the majority of borrowers remain risk-averse when seeking a loan in the current economic climate.

A recent customer survey shows that 55% prefer a 5-year auto loan tenor and 58% favor an LTV range of 80–90%, indicating that the 5-year term is the preferred auto loan duration among borrowers and signaling that lenders should align offerings with a 5-year tenor and 80–90% LTV.

Seventy-one percent of respondents had a favorable view of structured EMI payment methods and responded positively when customized payment options were offered The data show that younger respondents aged 18–30 were more receptive to structured EMI plans that fit their needs, while older respondents tended to be averse and preferred standardized EMI options Overall, structured payments were viewed favorably across most age groups except respondents over 51 years of age.

Across all age groups, 67% of respondents who chose structured payments preferred the Step Down mode, while 22% favored the Bullet mode, indicating a clear preference for reducing credit liability over time Although the Step Down mode entails higher payments in the initial years, respondents value the gradual EMI reduction toward the end of the loan period, making it a popular choice for structured payment options.

Because respondents generally preferred structured payments, promoting the Step Down and Bullet mode of payment will raise awareness of customized payment options that better suit customers' needs This approach highlights flexible payment structures, empowers customers to choose options aligned with their financial situations, and can improve satisfaction and adoption of structured payments Focusing on these modes in communications and materials will help drive informed decisions and better match payments to individual needs.

Among the choices of Banks provided to respondents i.e Vietcombank, BIDV, Techcombank, 58% of respondents chose Vietcombank, 28% chose BIDV and 14% chose Techcombank.

Among three banks, BIDV offered the lowest interest rate, Vietcombank tracked the industry average, and Techcombank posted the highest rate Despite BIDV’s lower rate, customers preferred Vietcombank, indicating that people value more than just the headline rate This shows that favorable service terms—such as customer service, product flexibility, and the overall banking experience—drive customer choice as much as or more than the interest rate alone.

A majority of respondents ranked the Interest rate as the most important factor in selecting an auto loan But customers were also looking for favorable down payment

TIEU LUAN MOI download : skknchat123@gmail.com charges, lower prepayment or foreclosure charges, loan tenor as well as a quicker loan disbursement process.

Vietcombank emerged as the most selected option among respondents Although BIDV and Techcombank posted higher interest rates, they offered more favorable loan terms, including lower down payments and faster loan disbursement, which customers rated highly.

Compared to TCB, VCB did not offer the structured mode of payments which TCB offered but had offered lower prepayment charges and a lower interest rate.

Therefore, although structured payment methods were highly preferred by customers, the rate of interest was the single most defining factor which prevented customers from opting for Techcombank.

To attract a newer segment of customers in this market, competitive interest rates aligned with industry standards are essential, particularly when benchmarked against Public Sector Banks In addition to the rate of interest, structured payment options such as Step Down mode and Bullet payment would be highly desirable among these customers.

• Insurance on loan cover (Credit Assure) was well received among customers (78%)

• Also a Discount on vehicle insurance was also preferred among respondents (59%)

• The concept of keeping margin money as a fixed deposit for a 100% loan disbursement was well received by 22% of customers.

• The other services mentioned in the questionnaire were not that well received among respondents.

To boost awareness and adoption of the loan insurance product, it should be actively promoted to car buyers to increase visibility and drive acceptance Additionally, offer a vehicle insurance discount to customers who apply for a Vietcombank auto loan, creating added value and incentivizing insurance enrollment.

Business cases

The 1st cases

• Address: 75 Ho Tung Mau, Cau Giay, Ha Noi

• Income/month: VND 18 million (Data from statement)

• Marital status: Married and have 1 child

We reached out to Mr Duc by email to understand his situation; he has worked for Phuc Hung Holdings Construction JSC for six years and is seeking to purchase a Hyundai Grand Sedan valued at VND 420,000,000 He requests a 100% loan-to-value car loan with a four-year repayment term, secured by his house as collateral.

Seeking to learn how to use Vietcombank's car loan service, he visited the Ham Nghi Transaction Office to receive expert guidance Our team provided detailed information about the car loan service, answered questions, and discussed possible cooperation, ensuring he understood the process and available options.

After a thorough review of the service requirements and related legal documents, Mr Duc agreed to register for the service, and our team provided guidance to draft and complete the application form in strict accordance with Vietcombank's application template.

During Vietcombank's approval and review stage, the loan application is forwarded to the credit department at the Ham Nghi Transaction Office to complete the car financing procedures After a thorough assessment of the customer's profile, it is found to be in line with the bank's lending regulations, and the loan is approved.

The 2nd cases

• Address: 36 Ngoc Lam, Long Bien , Ha Noi

Ms Trang is the second customer we contacted, just as we did with Mr Duc We learned that she has worked for Sudico (Song Da Urban and Industrial Zone Investment and Development Joint Stock Company) for three years, and she has specific requirements.

TIEU LUAN MOI download : skknchat123@gmail.com of buying a car- Hyundai Grand I10 sedan 1.2 AT 2018 valued VND 415.000.000 She wants a loan of 100% car value in 7 years.

Reason for not disbursing: She is not eligible as she doesn9t have stable income.

Her monthly salary is 6 million VND plus commissions, which does not ensure she can afford the loan’s monthly interest I advised her to put up collateral, such as her home or savings, for a mortgage, but she lives with family and does not own a home She declined to use savings as collateral Because of her low salary and lack of an existing mortgage, her loan eligibility was deemed low, with insufficient repayment capacity, and the loan was not approved.

PART D: SELF ASSESSMENT OF THE PROJECT

A three-month internship at Vietcombank - Thanh Cong branch, Ham Nghi transaction office, was an unforgettable experience that shaped my professional growth In the course of a group project, we encountered significant challenges—tight timelines, information gaps, and internal conflicts among team members—that tested our communication, collaboration, and problem-solving skills, ultimately teaching us how to align efforts and deliver results under pressure.

This time might be described as a practical course in which our team has gained more knowledge and cultivated experience in the banking business.

By leveraging specialized knowledge, our team has translated classroom learning into practical, real-world applications—from defining the project issuance process and establishing a streamlined car loan service registration workflow to analyzing and improving services for individual customers This hands-on approach enables each member to accumulate valuable experience and build greater confidence for future challenges.

Beyond our banking knowledge, our foreign language and computer skills have significantly progressed Group members are routinely required to communicate in English, which involves reading, translating, evaluating, and synthesizing documents and information, thereby strengthening core abilities such as reading, listening, speaking, and writing The team also uses word processing tools and software like Word, Excel, and Gantt Project for collaborative practice, accelerating our overall software proficiency This period presents a valuable opportunity to elevate each team member’s computer skills and enhance our collective professional capabilities.

Initiative has proven to be the most important lesson we've learned through sustained practice By proactively engaging with colleagues, understanding the company's condition, and volunteering to participate in banking operations, our team has strengthened collaboration and streamlined the reporting process for a smoother, more efficient completion.

Understanding the importance of car loan services for diverse individual customers and the broader operations of banking services has helped our group build substantial experience in automotive finance This experience enables us to tailor auto loan solutions, streamline application and underwriting processes, and better meet customer needs across the car financing landscape.

After graduation, all individuals of our group want to continue to learn a Master Degree in Banking - Finance major.

Global socio-economic life is expanding as internationalization accelerates, driving the growth of car lending through banking credit operations in developing economies like Vietnam Vietcombank has consistently focused on innovation in customer relations to improve efficiency and expand its car loan service activities, especially for individual customers The rising demand for personal auto financing underscores Vietcombank’s role in delivering accessible, reliable car loan solutions and strengthening its position in Vietnam’s automotive credit market.

An evaluation of the car loan service at Vietcombank's Thanh Cong branch and Ham Nghi transaction office reveals encouraging results alongside certain limitations in service quality To boost the effectiveness of this lending program, multi-stakeholder coordination is required—not only within the bank's partner networks but also through a cohesive mix of strategies to attract more customers Improving process efficiency, transparency in terms, and customer-focused service, together with targeted marketing and cross-sell initiatives, will help strengthen the car loan offering and expand its reach.

Our internship report inevitably contains errors because of tight time constraints and limited capacity, but the input of teachers and peers is invaluable for identifying issues and improving the work Their guidance helps us strengthen our analysis, refine our conclusions, and ensure the project is completed to a high standard.

1 General informations about Vietcombank: https://portal.vietcombank.com.vn/en-us/about/Pages/Home.aspx?devicechannelault

2 General informations about Vietcombank-Thanh Cong Branch: https://vietcombank.ngan- hang.com/chi-nhanh/ha-noi/chi-nhanh-thanh-cong

3 VCB9s auto loan products: https://portal.vietcombank.com.vn/Personal/Loan/CVMOT/Pages/Cho-vay-mua- o-to-moi.aspx?devicechannelault

4 Vietnam economy in 2020: https://www.gso.gov.vn/en/data-and-statistics/2021/01/vietnam-economy-in-2020-the-growth-of-a-year-with-full-of-bravery/

5 Vietnam reached EVFTA: https://moit.gov.vn/tin-tuc/hoat-dong/evfta-la-mot-trong- nhung-hiep-dinh-thuong-mai-tu-do-viet-nam-tan-dung-tot-nhat-trong-nam-dau-thuc-thi.html

ANNEX QUESTIONNAIRE ON THE DEMAND FOR USING CAR LOANS FOR

Please answer the following questions honestly Your candid responses will help us collect essential research data for our study, and we greatly appreciate your time All information you share will be treated as confidential and used solely for research purposes.

✓ Please tick the check boxes wherever applicable

Profession: Salaried Self-Employed Business

First-Time Buyer: Yes No

1) Which Car do you intend to purchase?

2) What would be the price range of the Car you intend to purchase? (millions VND) 0 –

3) What type of Rate of Interest (ROI) facility do you prefer on your auto loan deal?

4) What is the % of Loan to value (LTV) deal you expect for your auto loan?

5) What is the Loan tenor you expect? (No of Years)

6) Are you willing to utilize flexible EMI repayment facilities if offered?

7) If Yes, please select your preference among the following flexible EMI repayment services offered.

8) Please see the terms offered by three different Banks A, B, and C for a particular car in your price range As per your requirements, please tick the Bank you would most likely seek to finance your auto loan. ii

Auto Loan Terms of Service Vietcombank BIDV Techcombank Flexible EMI repayment options Available Available Available

Loan Disbursement (in days) 1-3 days 6-8 days 1 days

Ceiling on Loan Amount No Ceiling No Ceiling 1 billions

*(On % of Principal Amount prepaid)

9) With reference to the previous question and as per your selection, please rank the 4 most Important Auto Loan Terms of Services offered.

(Rank 1 – Highest importance to Rank 4 – Lowest importance)

Auto Loan Services Rank (1 to 4)

10) What kind of additional services do you expect along with your auto loan? Please check the boxes below:

Định dạng
Số trang	44
Dung lượng	386,21 KB