THE MINISTRY OF EDUCATION & TRAINING THE STATE BANK OFVIETNAM BANKING UNIVERSITY OF HO CHI MINH CITY PHAM ANH THUY DEVELOPMENT OF COMMERCIAL BANK'S NON-CREDIT SERVICES IN VIETNAM S
Trang 1THE MINISTRY OF EDUCATION & TRAINING THE STATE BANK OFVIETNAM
BANKING UNIVERSITY OF HO CHI MINH CITY
PHAM ANH THUY
DEVELOPMENT OF COMMERCIAL
BANK'S NON-CREDIT SERVICES IN VIETNAM
SUMMARY OF FINANCIAL AND BANKING PHD THESIS
HO CHI MINH CITY, 2013
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THE MINISTRY OF EDUCATION & TRAINING THE STATE BANK OFVIETNAM
BANKING UNIVERSITY OF HO CHI MINH CITY
PHAM ANH THUY
DEVELOPMENT OF COMMERCIAL BANK'S NON-CREDIT SERVICES IN VIETNAM
SUMMARY OF FINANCIAL AND BANKING PHD THESIS
RESEARCH FIELD: BANKING AND FINANCE
CODE: 62.34.02.01
SCIENCE INSTRUCTOR:
PROF., DR TRAN HOANG NGAN
HO CHI MINH CITY, 2013
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INTRODUCTION
1 PhD Thesis's necessity and importance
Vietnam officially became the 150th member of the World Trade Organization
(WTO) This WTO membership will bring both opportunities and challenges for
commercial banks (commercial banks) in Vietnam requiring the commercial banks to
implement their enormous reforms to maintain and develop their roles in the fiercely
competitive business environment
In Vietnam the banking competition is rather fierce All banks throughout the
country are currently doing business with their great excitement For every minute, the
banks are competing with each other by launching new products and services, offering low
interest rates, process improvement, modern banking technology application
In 2012, when Vietnam Government removed some restriction in field of bank
finance, the foreign banks performed their business with more free access So far, for
commercial banks, the main source of income is credit operations especially in respect of
medium and long term credit, real estate credit Due to the credit operation is in possible
risks and the State Bank of Vietnam (SBV) firmly decided to set the maximum growth
rate, the commercial banks were forced to increase their income from non-credit
operation However, this is not easy way for commercial banks in the current period
It is one of financial restructuring activities of credit institutions in the master plan
"Credit institutions restructuring for the period of 2011-2015" approved by the Prime
Minister at Decision No 254/QD-TTg dated 01 March, 2012 that : To gradually
restructure the business model of commercial banks with less reliance on credit operations
and more income from non-credit services
The non-credit services development is of socio-economic significance making the
safe, accurate and fast payment; restricting corruption, illegal trafficking In addition,
non-credit products will create more stable and safer income for commercial banks,
although these banks have been facing with hard competition in the fierce business
environment Therefore, Vietnamese banks have to prepare the appropriate steps in the
near future to keep their existence and sustainable development meanwhile the state
protectionism for domestic banks is step-by-step removed Moreover the development of
non-credit services provides many positive social and economic impacts as more effective
capital accumulation; safer, more accurate and easier monetary transactions;
tightly-controlled illegal income
Based on the above approach, with a desire to participate in the development of
commercial bank's non-credit services in Vietnam, I choose this PhD thesis "Development
of commercial bank's non-credit services in Vietnam" for my financial economics and
banking subject It is hoped that this PhD thesis will contribute to the development of
Vietnam commercial bank's services in the near future
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2 Overview:
According to the author, up to now there is no thesis on the development of commercial bank’s non-credit services in Vietnam
In recent years, there are a lot of scientific studies, research articles on non-credit services in various aspects, with diversified methodologies and at different time As the result, this PhD thesis is completely not same as the previous research studies
In particular, for this thesis, the author applied the new methodology of combined two research methods including qualitative methods (studying scale of non-credit service development) and quantitative methods (studying quality of non-credit service development)
As qualitative research, the author conducts a data survey and analysis in 38/40 commercial banks in Vietnam It is the new point in his research on scale of Vietnam commercial bank's non-credit services development that the allocation of general operating expenses by operation type (types of credit service, non-credit service and other services) and the cost of provision for credit losses is itemized in the cost of credit operation As the result, the author calculates the contribution of each type of service to the profit before tax showing the real effectiveness of non-credit service development
As quantitative research, the author conducts a customer survey for non-credit services in a number of commercial banks in Vietnam and SPSS software application to identify the impacts on the customer satisfaction
3 Objectives
To study the non-credit services development on two aspects of scale and quality for identification of both advantages and limitations to the development of commercial bank's non-credit services in Vietnam On that basis, the thesis proposes solutions for commercial bank's non-credit services development in Vietnam
4 Subject and Scope of study
Subject: Commercial bank‘s non-credit services in Vietnam
Scope of study: Commercial bank‘s non-credit services in Vietnam
5 Methodology
The thesis is based on methods of statistics, analysis, synthesis, logic, comparison, inductive, synthesis, dialectical materialism, comparison between theory and practice, combined qualitative and quantitative researches and reference
The fact study was performed in two steps: preliminary and official studies Preliminary study is performed basing on qualitative methods with expert opinions for adjusting QoS reference point for non-credit services and its impact on customer satisfaction Official studies are carried out basing on quantitative methods of direct interview and survey via Internet
6 Thesis Content
Apart from the introduction, conclusion, list of abbreviations, a list of tables, list of references The thesis consists of 03 chapters as follows:
Chapter 1: Theory of commercial bank's non-credit services
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Chapter 2: Current development of Viet nam commercial bank’s non-credit services
Chapter 3: Solutions for developing Viet nam commercial bank's non-credit services
CHAPTER 1: THEORY OF COMMERCIAL BANK’S NON-CREDIT SERVICES
1.1 OVERVIEW OF BANKING SERVICES
1.1.1 Definition
Banking services are banking operations providing customers services as required
including deposit saving, lending, payment and foreign exchange trading, guarantee,
advisory services,
1.1.2 Characteristics of banking products and services
1.1.3 Classification of banking services in term of income source
1.1.3.1 Credit Services
1.1.3.1 Non-credit services
+ Deposit saving, payment accounts and treasury services
+ Card Service
+ E-banking services
+ Foreign Currency Trading
+ Guarantee service (fee-based )
+ Trust Service
+ Advisory Service
+ Banking supervision
+ Money brokerage
+ Other non-credit services
1.2 OVERVIEW OF NON CREDIT SERVICES
1.2.1 Definition
Non-credit services are bank services creating income apart from interest and from
the account payment services, treasury services, fee-based collection services, advisory
services, trust services, foreign currency exchange
1.2.2 Development of non-credit services
1.2.2.1 Background
The author's views:
+ Development both in scale and quality : Each bank initially builds its investment
plan of non-credit services development It is necessary to improve existing non-credit
services with the application of international standards and practices, the maximum
exploitation to strengthen customer confidence and optimizing investment On the other
hand, it is required to access to new technologies for developing the customer and market
networks However, the investment capital should not be wastefully and inefficiently
allocated It is essential to harmonize the diversification with quality
+ Development in line with control capacity and market demand: The bank itself
can control the arising risks to meet the customer needs The massive and out-of-controlled
development can lead to unsafe condition at one unit, section or affect the bank's entire
operations
1.2.2.2 The need to develop commercial bank’s non-credit services
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+ For Banks
- Non-credit service is highly profitable for banks because of its low cost
- Non-credit service not require banks to use more capital
- Non-credit service helps banks reducing potential risks as its safe and low-risk level
- Non-credit service to help banks in recruiting and staff retraining
- Non-credit service to help banks in public relation, brand name promotion and market survey
- Non-credit service development is consistent with the trend of banking sector development
- Non-credit service to help bank cooperation for development + For the economy
- To meet the rising demand for banking service in the economy
- Required banking modernization to develop a modern economy
1.2.2.3 Impacts on the non-credit service development
The impacts on the development of commercial bank’s non-credit services is classified into two types
+ Internal impacts First, the financial capacity Second, the information technology infrastructure Third, governance capacity and effective human resources strategy Fourth, the distribution channels
Fifth, customer policy + External impacts First, the legal basis Second, the level of international economic integration and intra competition Third, economic growth and social environment
Fourth, the political situation and social order and security Fifth, the client's needs
Sixth, the government's policy Seventh, competitors
1.2.2.4 Criteria for the non-credit service development
The level of non-credit service development is rated basing on the following criterion
First, the criterion for the scale of non-credit service development + Sales and income increase
+ Customer and market share increase + Number of services
Second, the criterion for the quality of non-credit service development + Increased benefits and safety of bank products
+ Response to customer demand
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+ Bank brand name and reputation
The criteria evaluation and measurement of banking service quality can be
represented upon the model and customer perception of banking services quality
According to previous studies, the banking service quality is often measured by the
SERVQUAL model (five-component model) RVPERF model and FSQ & TSQ models
- SERVQUAL model (five components)
Reliability
Responsiveness
Tangibles
Capability
Empathy
1.2.3 Risks of developing non-credit services
1.2.3.1 Liquidity risk
1.2.3.2 Interest rate risk
1.2.3.3 Exchange rate risk
1.2.3.4 Operational risk
1.2.3.5 Technology and operational risks
1.3 EXPERIENCE ON NON- CREDIT SERVICE DEVELOPMENT OF FOREIGN
1.3.1 Experiences of some international banks
1.3.1.1 Hang Seng Bank (Hong Kong)
1.3.1.2 Standard Chartered
1.3.1.3 Citibank (Japan)
1.3.2 Lessons for Vietnamese commercial banks
First, to improve the legal environment for banking services, especially e-banking
services
Second, to create the necessary infrastructure for the banking service development,
especially the information technology-based and associated tools and means
Third, to develop governance capacity and professionalism of bank staff,
employees
Fourth, to diversify bank products and services, modernizing traditional services in
parallel with developing up-to-date services
Fifth, to pay reasonable attention and develop the appropriate banking network
Sixth, to pursue the right customer policies
Seventh, to focus on advertisement, public relation, introduction of banking services
benefits
Eighth, to set up reasonable prices
Conclusion of chapter 1 :
For Chapter 1, the thesis systematically presents the basic theory of commercial
bank services, non-credit service, experiences on developing non-credit services in the
world and lessons for commercial banks in Vietnam
For the overview of banking services, the thesis presents banking service concepts,
the characteristics of banking products and services and income-based service
classification For the overview of non-credit services, the thesis presents the concept of
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non-credit service, development of non-credit services (in terms of scale and quality of service) and the risks of non-credit services performance for commercial banks in Vietnam In particular, regarding to the development of non-credit services, the author points out the widely applied models for rating banking service quality and customer satisfaction to build the theory framework for quantitative study shown in Chapter 2 In addition, the thesis refers to the experiences of non-bank credit services development in the world to draw out 8 key valuable lessons for reference for commercial banks in Vietnam The above arguments help to form basical theory for the realization of task-oriented thesis
CHAPTER 2: CURRENT DEVELOPMENT OF VIETNAM COMMERCIAL BANK’S
NON- CREDIT SERVICES
2.1 CURRENT OPERATION OF VIETNAM COMMERCIAL BANKS
As of 31 December, 2011, the Vietnam banking system consists of 01 Development Bank, 01 Bank for Social Policy, 5 state-owned commercial banks of which 03 state-owned equitized commercial banks, 35 joint-stock commercial banks, 50 branches of foreign banks, 05 100% foreign invested banks, 4 joint-venture banks Thus, currently the total number of Vietnam commercial banks is 40
Vietnam banking system is continuously expanded and diversified in terms of scale, ownership and business
However, the weakness of the Vietnam banking system are shown as following: First, a very high level of debt with bad debt compared to the economic growth level; Second, liquidity problem in respect of interest racing for the past time; Third, weak management of corporate and risk, business losses and inefficiency
2.1.1 Financial capacity
2.1.1.1 Capital and capital adequacy ratio of commercial banks
+ Capital of commercial banks
In 2011, the average chartered capital of commercial banks in Vietnam is VND
6043 billion (equivalent to USD 290 million - as the average inter-bank exchange rate announced by the State Bank of Vietnam on 31 December, 2011) Now there are 14/40 banks with chartered capital of over VND 5,000 billion, of which 7 banks with over VND 10,000 billion in capital namely as Vietnam Bank for Agriculture and Rural Development (VND 21,511 billion), Vietnam Joint Stock Commercial Bank for Industry and Trade (VND 20,230 billion), Joint Stock Commercial Bank for Foreign Trade of Vietnam (VND 19,698 billion), Joint Stock Commercial Bank for Investment and Development of Vietnam (VND 12,947 billion), the Vietnam Export Import Commercial Joint Stock Bank ( VND 12,355 billion), Saigon Commercial Joint Stock bank (VND 10,740 billion), Saigon commercial bank (VND 10,584 billion)
Till 31 December, 2011, three small banks with capital of less than VND 3,000 billion as Petrolimex Group Commercial Joint Stock Bank (VND 1,000 billion), Bao Viet commercial bank (VND 1,500 billion) and Saigon commercial bank for Industry and Trade (VND 2460 billion)
+ CAR Ratio
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Table 2.4: CAR Ratio of Vietnam commercial banks
Unit : %
Source : The securities company analysis [12]
2.1.1.2 Equity
In recent years, the commercial bank credit operation have been blooming out of
control especially in respect of medium and long-term loan for real estate projects causing
economic threat of bad debt in Viet Nam
Table 2.7: Bad Debt ratio of Vietnam commercial banking system
Unit : %
Source: Annual Reports of State Bank of Vietnam [42]
2.1.1.3 Business Performance Results
+ First, the income statement
Table 2.9: Business Performance of Vietnam commercial banks
Unit: VND million
1 Income from credit operation 46.291 52.466 54.932 84.969 132.067
2 Net gain from non-credit service 8.377 10.722 11.743 14.202 12.707
3 Net gain from other operations 5.674 7.658 12.698 12.364 6.470
4 Total income (1+2+3) 60.342 70.846 79.373 111.535 151.244
5 Total operating expenses 17.016 21.041 29.844 43.945 57.926
6 Net operating profit before provision of
7 Cost for provision of credit losses 28.016 26.488 14.650 23.237 37.296
8 Profit before tax (6-7) 15.310 23.317 34.879 44.353 56.022
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
The year of 2011 is a difficult year for commercial bank's operation in the monetary
market However, as shown in the business performance of a number of commercial banks, the
commercial banks 's profit have increased over the years
Second, the operating income structure of Vietnam commercial banks
Figure 2.1: The operating income structure of Vietnam commercial banks
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10
76,7
13,9 9,4
74,1
15,1 10,8
69,2
14,8 16,0
76,2
12,7 11,1
87,3
8,4 4,3
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
%
Năm
Lãi thuần từ các hoạt động khác Lãi thuần từ hoạt động phi tín dụng Thu nhập từ hoạt động tín dụng
Source: Annual Reports of 38 Commercial Banks in Vietnam and the author's analysis [8, 10, 11] Table 2.11: Net gain from non-credit service of Vietnam commercial banks
Unit: VND million
2007 2008 2009 2010 2011
1 Net gain from payment service 1.236 2.331 3.739 5.687 6.208
2 Net gain from treasury service 145 238 355 765 882
3 Net gain from guarantee service 547 1.098 1.599 2.018 2.752
4 Net gain from trust service 26 53 101 397 303
5 Net gain from advisory service 15 6 150 112 24
6 Net gain from other services 1.822 2.199 2.560 3.338 2.332
I Total net profit from services (1->6) 3.791 5.925 8.504 12.318 12.500
II Net profit from foreign currency trading operations 4.586 4.797 3.239 1.884 207 III Net profit from non-credit services
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11] Table 2.12: Proportion of net profit from non-credit services of Vietnam commercial
banks
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Unit : %
2007 2008 2009 2010 2011 Net gain from payment service 14,8 21,7 31,8 40,0 48,9
Net gain from guarantee service 6,5 10,2 13,6 14,2 21,7
Net profit from advisory service 0,2 0,1 1,3 0,8 0,2
Net gain from other service 21,8 20,5 21,8 23,5 18,4
Net profit from foreign currency trading operations 54,7 44,7 27,6 13,3 1,6
Total net gain/loss from non-credit services 100 100 100 100 100
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
As shown in Table 2.12 in respect of proportion of net profit from non-credit
activities, payment, treasury, guarantee services are growing with stable net gain The
trust services, advisory services and foreign currency trading business and other services
are unstably growing In particular, net gain from foreign currency exchange operations
seriously decreased over the years of 2007-2011 and accounted for lower proportion of
total income from non-credit services
Third, the net income of each business after allocation of operating costs
Table 2.14: Income statement of Vietnam commercial banks
Unit: VND million
2007 2008 2009 2010 2011
1 Income from credit operation 46.291 52.466 54.932 84.969 132.067
2 Operating expenses for credit operation 13.054 15.582 20.654 33.478 50.581
3 Cost of Provision for credit losses 28.016 26.488 14.650 23.237 37.296
I Net gain after provision for credit losses
and operating expenses allocation 5.221 10.396 19.628 28.254 44.190
4 Net gain from non-credit service 8.377 10.722 11.743 14.202 12.707
5 Cost for non-credit activities 2.362 3.184 4.415 5.596 4.867
II Net gain from non-credit activities after
operating expenses allocation 6.015 7.538 7.328 8.606 7.840
6 Net gain from other operations 5.674 7.658 12.698 12.364 6.470
7 Costs for other activities 1.600 2.275 4.775 4.871 2.478
III Net gain from other operations after
allocation of operating expenses 4.074 5.383 7.923 7.493 3.992
IV Total net gain = Profit before tax 15.310 23.317 34.879 44.353 56.022
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
Table 2.14 shows the net income of each business (including credit and non-credit
services and other services) as taking costs for provision for credit losses into net gain from
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credit services and operating costs allocation for each business After such allocation, the total net profit from the bank business is equal to the profit before tax
Table 2.15: Proportion of net profit per each business to Total profit before tax
Unit: %
2007 2008 2009 2010 2011
1 Net gain after provision for credit losses and allocation of operating
2 Net gain from non-credit activities after allocation of operating expenses 39,3 32,3 21,0 19,4 14,0
3 Net gain from operations after allocation of operating expenses 26,6 23,1 22,7 16,9 7,1
4 Total net gain = Profit before tax 100,0 100,0 100,0 100,0 100,0 Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11] Table 2.16: Proportion of Operating income of Viet Nam commercial banks
Unit: %
2007 2008 2009 2010 2011
1 Net gain from credit operation 76,7 74,1 69,2 76,2 87,3
2 Net gain from non-credit operation 13,9 15,1 14,8 12,7 8,4
3 Net gain from other operation 9,4 10,8 16,0 11,1 4,3
4 Total operating income 100,0 100,0 100,0 100,0 100,0 Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
As shown in Tables 2.15 and 2.16 net gain from credit operation takes a smaller proportion of the profit before tax than that of operating income over the years 2007 to
2011 It is proved that the credit operation is the major source of income for Vietnam commercial banks but potentially risky
Meanwhile, income from non-credit activities are taking greater proportion of profit before tax than that of operating income over the years 2007 to 2011 It is proved that income from non-credit operation is less risky and more profitable for Vietnam commercial banks
2.1.2 Rate of return (%)
2.2 CURRENT DEVELOPMENT OF VIETNAM COMMERCIAL BANK ’S NON- CREDIT SERVICES IN TERM OF SCALE
2.2.1 Services
2.2.1.1 Deposit account services, payment and treasury services
+ First, deposit account services
- Product and features Deposits, withdrawals, bank transfers, loan guarantees, loan guarantees to third parties in the bank; collection at the request of customer;other products as flexible savings account – floating interest rate : Customers can deposit more or withdraw a partial capital
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on the interest payment day Moreover, customers can withdraw all before maturity when
needed
Benefit and quality of service:
Deposits, withdrawals, transfers, payments; monthly salary receiving; Overdraft
account; card issuance, checque issuance; Sign up for e-banking services; online banking
services via the internet; banking services via mobile message; banking by phone 24/7;
Automatic Transfer for periodic payments; payment transactions, withdrawal, money
transaction for securities trading, for auction, online dividends receiving with affiliate
securities companies; confirmation of financial capacity for abroad travel, study, savings
account for loan payment or bank transfer to the other account
Capital raising performance:
Table 2.19: internal capital raising of Vietnam commercial banks
Unit: VND million
Capital raising from cooperation 924.922 1.262.51
9 1.618.469 2.235.331 2.467.183 Increase or decrease rate
comparing to the previous year
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
As shown in Table 2.19, the growth rate of capital raising of Vietnam commercial
banks continuously increased over the years 2007-2011 In 2011, the capital raising has
been facing with difficulties due to the impact of tightened monetary policy and strict
control of the foreign exchange market In addition, capital mobilization has been facing
much more challenges due to the unfair competition of a number of commercial banks,
+ Second, the payment service
- Domestic Payment
- Product and features:
Domestic payment products include payment order, collection order, checque
payment and card payment
Payment, online payment, payment for electricity, telephone bills, shopping
invoices, , airline tickets buying ;monthly salary receiving; overdraft account; bank cards
issuance: Smartlink, Banknet, and VNBC; checque issuance; registered electronic banking
services: Internet banking, Mobile banking, Home banking; automatical money transfer for
the periodical payment; payment transactions, withdrawal, money transaction for securities
trading, for auction, online dividend receiving from securities companies affiliated with
banks;
-Benefit and quality of service
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To best serve the cardholders, Vietnam commercial banks are constantly expanding their card acceptance points and ATM network throughout the provinces and the cities for ready response to domestic and foreign customer' demands
Customers can use the payment service through ATM and POS as payment for electricity, water, postal charges, shopping in commercial centers
International Settlement International settlement provided by Vietnam's commercial banks is well growing thanks to the wide network of correspondent banks around the world
Payment service performance Table 2.20: Net gain from payment service of Vietnam commercial banks
Unit: VND million
2007 2008 2009 2010 2011 Income from payment service 1.582 3.022 4.462 6.830 7.828 Cost of payment service 346 692 723 1.143 1.620 Net gain from payment service 1.236 2.331 3.739 5.687 6.208 Ratio of Net gain / income from
Increase or decrease rate of payment service over the previous year (%) (0.01) 60,4 52,1 9,2 Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analyis [8, 10, 11]
As shown in Table 2.20, the ratio of net gain from payment service always reaches
at 77% to 83.8% Thus, the payment service is highly profitable for Vietnam commercial banks
Currently, banks are competing on bank fee for non-credit services Fee schedule of the state-owned commercial banks are more competitive than that of joint-stock commercial banks in recent years However, the Vietnam commercial banks apply some not appropriate fee as account management fees, charges for account close, cash withdraw
in case the account holder deposited into his account or got interest within two days, high charge for account statements extraction up to VND200,000 / account / month, charge for certified audited balance, charges for all deposits with maturity within 5 days fees are sometimes too rigid not to create incentives for large and loyalty customers
+ Third, treasury services
- Product and features The treasury services include cash collection/withdrawal service with quick and safe deposit and withdraw; Acquisition, change of unqualified VND cash; collection of foreign cash that are crumpled, sticky chemicals, fire, termites and expired at circulation, not qualified for circulation; professional guidance for recognizing fake foreign currency at authorized exchange dealers and other bank units
- Benefit and quality of products Easy account opening and transaction; open an account in VND or foreign currency; Cash on business account is kept safe, secure; convenient deposit and withdrawal at all
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bank branches; instant bank account transfers; diversified payment services with
convenience and low fee through a network of bank branches and extensive authorized
dealers; modern electronic banking services; special support such as: automatic
investment, centralized capital management
- Treasury service performance
Table 2.21: Net gain from treasury services of Vietnam commercial banks
Unit: VND million
2007 2008 2009 2010 2011 Incomes from treasury service 207 416 567 1.021 1.194
Net gain from treasury service 145 238 355 765 882
Ratio of Net gain / income from treasury service
Increase or decrease rate of net gain from treasury
services over the previous year (%) 64,1 49,0 115,5 15,4
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
2.2.1.2 Card services
Card services are much invested with modern technology but not bring
corresponding benefit with Vietnam commercial banks’s investment However, the
development of card service promotes brand names of Vietnam commercial banks and
provides other support services such as billing and account services
Table 2.22: Number of ATM, POS and bank cards through the years
2007 2008 2009 2010 2011
Source: Statistics of Viet Nam Card Association [44
2.2.1.3 Electronic banking services
- Product and features:
Internet Banking: banking transactions via the global Internet network
Phone Banking: banking transactions via the telephone network
SMS Banking: banking transactions through SMS mobile messages
ATM: banking transactions through ATMs
WAP Banking: banking transactions over the web on your mobile phone
Call Center / Contact Center: answer questions, provide information and banking
transactions over the telephone
Mail Banking, Fax Banking, Video Banking: banking by e-mail, Fax, Video
- Benefits and quality of product:
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The main benefits of E-Banking are: Providing account information, inquiry, transfer, payment, registration, advisory and other banking operations
- E-banking service performance:
Cost savings, increased revenue: E-Banking transaction fee is assessed to be very low compared to traditional transactions, particularly transactions through the Internet, thereby to increase operating income for banks
2.2.1.4 Guarantee service
- Functionality: Guarantee services provided by the Vietnam commercial banks are providing loan guarantee, payment guarantees, bid security, agreement performance guarantee, guarantee for tax payment for import and export, advance payment guarantee, warranty guarantees, counter-guarantees, guarantees for specific purposes
- Benefits and quality of guarantee services Vietnam commercial banks with their high reputation in the domestic and international markets, long experience in advisory and providing both domestic and international guarantee services;
Commercial banks establish their broad relationships throughout the country and the agency relationships with leading banks in more than 80 countries and territories around the world;
- Guarantee service performance : Table 2.25: Net gain from guarantee service of Vietnam commercial banks
Unit: VND
2007 2008 2009 2010 2011 Income from guarantee service 549 1.099 1.601 2.024 2.763
Net gain from guarantee service 547 1.098 1.599 2.018 2.752 Ratio of Net gain/ income from guarantee service
Increase or decrease rate of net gain from guarantee service over the previous year (%) 100,7 45,7 26,2 36,3 Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10,
11]
As shown in Table 2.25, the ratio of net gain/income from guarantee service reached at over 99% annually and for the period from 2007 to 2011 Thus, the guarantee service creates a very high rate of return for Vietnam commercial banks
2.2.1.5 Trust Service Table 2.26: Net gain from authorized trust service of Vietnam commercial banks
Unit: VND million
2007 2008 2009 2010 2011
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Ratio of net gain / income from trust service (%) 7,4 7,0 13,6 53,2 46,7
Increase or decrease rate of net gain from trust service
Source: Annual Reports of 38 Vietnam Commercial Bank in and the author's analysis [8, 10, 11]
As shown in Table 2.26, in 2010 and 2011 trust service brought relatively high net
gain However, trust service now accounts for a very small proportion of net gain from
non-credit service of Vietnam commercial banks Vietnam banks should pay attention to
the service development in the near future
2.2.1.6 Advisory Services
Table 2.27: Net gain from advisory service of Vietnam commercial banks
Unit: VND million
2007 2008 2009 2010 2011
Ratio of net gain/ income from advisory
Increase or decrease rate of net gain from
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
As shown in Table 2.27, the advisory service produces net gain for Vietnam
commercial banks However, in recent years, this service has not fully been developed by
Vietnam commercial banks
2.2.1.7 Other non-credit services
Including derivatives of interest rate, portfolio management, securities services,
fund management services, rental services, gold trading etc
Table 2.28: Net gain from other services of Vietnam commercial banks
Unit : VND million
2007 2008 2009 2010 2011
Net gain from other services 1.822 2.199 2.560 3.338 2.332
Ratio of net gain/income from other services (%) 74,5 70,6 61,9 62,6 39,3
Increase or decrease rate of net gain from other
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
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2.2.2 Foreign currency trading services
2.2.2.1 Foreign Exchange
Table 2.29: Net gain from spot foreign currency trading service
Unit: VND million
2007 2008 2009 2010 2011 Income from spot foreign currency trading service 9.199 10.615 11.202 12.931 12.872 Cost of spot foreign currency trading service 4.811 6.035 7.715 10.540 12.732 Net gain from spot foreign currency trading service 4.388 4.579 3.487 2.391 140 Ratio of net gain/income from spot foreign currency
Increase or decrease rate of net gain from spot foreign
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
2.2.2.2 Foreign exchange derivatives
Table 2.30: Net gain from foreign exchange derivatives trading service
Unit: VND million
2007 2008 2009 2010 2011 Income from foreign exchange derivatives
Cost of foreign exchange derivatives trading
Net gain from foreign exchange derivatives
Ratio of net gain/income from foreign exchange derivatives trading service (%) 31,9 32,3 (23,2) (40,7) 3,0 Increase or decrease rate of net gain from
foreign exchange derivatives trading service
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11] Table 2.31: Net gain from Vietnam commercial bank's foreign currency trading
service
Unit: VND million
2007 2008 2009 2010 2011 Income from foreign currency trading
Cost of foreign currency trading service 5.234 6.492 9.032 12.291 14.865 Net gain from foreign exchange trading
Ratio of net gain/income from foreign currency trading service (%) 46,7 42,5 26,4 13,3 1,4
Trang 1019
Increase or decrease rate of net gain from
foreign currency trading service (%) 4,6 (32,5) (41,9) (89,0)
Source: Annual Reports of 38 Vietnam Commercial Banks and the author's analysis [8, 10, 11]
2.3 CURRENT DEVELOPMENT OF NON-CREDIT SERVICES OF VIETNAM
COMMERCIAL BANKS IN TERM OF QUALITY
2.3.1 Research model
SERVQUAL model is a popular model and extensively used in marketing research
and helpful in systematizing criteria for measuring banking services quality
2.3.2 Research Process
2.3.2.1 Information collecting method
Study data were collected in the form of a questionnaire by convenient random
sampling method
2.3.2.2 Data analysis
First of all, the measuring criteria is coded as shown in Annex 3
2.3.3 Research results of Vietnam commercial bank's non-credit service quality
The number of feedback votes was 298 of which the appropriate votes for statistical
analysis was 281 (17 remaining incomplete votes )
2.3.3.1 Survey-based evaluation of Vietnam commercial bank's non-credit service quality
2.3.3.2 Cronbach Alpha reliability coefficients-based evaluation of service quality criteria
using
As the analysis, the Cronbach's alpha reliability coefficient is greater than 0.7 and
the coefficient of correlation > 0.3 So the criteria is reliable and all observed variables are
used in subsequent factor analysis
20
20
2.3.3.3 Analysis of EFA factor
Table 2.39: Final analysis results of EFA factor of Vietnam commercial banks
TC03 ,743
TC05 ,711
TC01 ,703
TC02 ,649
TC04 ,648
NLPV10 ,778
NLPV11 ,714
NLPV09 ,683
NLPV12 ,655
HH21 ,800
HH20 ,653
HH19 ,646
HH22 ,632
DU07 ,856
DU06 ,806
DU08 ,665
DC15 ,744
DC16 ,706
DC14 ,646
DC18 ,736
HH23 ,586
DC17 ,567
Source: The author' summary and analysis
2.3.4 Research results of Vietnam commercial bank's non-credit service quality’s impacts on customer satisfaction
2.3.4.1 Customer satisfaction rating with Cronbach Alpha reliability coefficient 2.3.4.2 EFA factor analysis
2.3.4.3 Study models of the relationship between the quality of non-credit services and customer satisfaction - 1 st adjustment
2.3.5 Model testing by multiple regression analysis
2.3.5.1 Correlation matrix of variables