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

savings deposit service for individual customers at Vietinbank Phuc Yen branch ''* Intership Plan : Table.1 INTERSHIP PLAN AT VIETINBANK PHUC YEN BRANCH 1 10 - 2 Started working as a tr

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

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 hasmistakes Therefore, I would appreciate your feedback and comments to improve it

Yours faithfully,

Linh

TABLE OF CONTENT

ACKNOWLEDGE 1

TABLE OF CONTENT 2

LIST OF CHARTS 4

INTRODUCTION 5

PART 1: OVERVIEW OF VIETNAM JOINT - STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE VIETINBANK PHUC YEN BRANCH, VINH PHUC 6

1.1 Company: 6

1.2 Host Firm 6

1.3 Introduction of the internship 6

PART 2: INTERNSHIP IMPLEMENTATION AT VIETINBANK PHUC YEN BRANCH 8

2.1 The internship position, responsibilities and tasks 8

2.1.1 Department structure and internship position 8

2.1.2 Business procedure and work placement responsibilities 9

2.1.3 Daily tasks .11

2.2 CASE OF OPENING SAVINGS TO CUSTOMERS 14

2.2.1 CASE NO.1 - SUCCESS 14

2.2.2 CASE NO.2 – SUCCESS 16

2.2.3 CASE NO.3 –SUCCESS 17

2.3.2 Competitor analysis : 34

2.3.3 SWOT analysis 36

2.4 KPI and KPR ……….37

2.4.1 Key performance Indicator – KPI KPI of departement at Vietinbank Phuc Yen Branch .37

2.4.2KPR……… ……….38

2.4.3 Host firm assessment and recommendations • Evaluation of Vietinbank Phuc Yen branch 38

PART 3: INTERNSHIP ASSESSMENT 40

3.1 The difficulties encountered 40

3.2 Internship gained .40

3.3 Career plan .40

CONCLUSION 47

REFERENCE 48

LIST OF CHARTS

Table.1 INTERSHIP PLAN AT VIETINBANK PHUC YEN BRANCH 7

Table.2 VND DEPOSIT INTEREST RATES FOR INDIVIDUAL CUSTOMERS 10

Table.3 MOBILE RESULTS TABLE OF SAVING DEPOSIT RESULTS AT VIETINBANK PHUC YEN BRANCH (2017-2019) 10

2.1.3 Daily tasks 11

Table.4 DAILY TASK AT VIETINBANK PHUC YEN BRANCH 11

Table.5 STRUCTURE TABLE OF CUSTOMERS' MONTHLY INCOME 23

3 5.3 1.4 1.8 0.6 Other; 0.8; 6.20% Chart.3- JOB Officer Business Businessmen Retirement Student Other 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 23

Table.6 the structure of saving deposit term 24

Table.8- COMPARISON TABLE INTEREST RATE INTEREST RATE 34

Table.10- SWOT TABLE OF VIETINBANK BRANCH OF PHUC YEN BANK 36

Table 11- KPI of Retail Office 37

Table12- KPI in my intership in March 38

2.4.2 KPR 38

Table-13 KPR in my intership in March 38

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

- Business activities: mobilizing and receiving short, medium and term deposits from organizations and individuals…

long 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, InternetBanking, 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

1 10 - 2 Started working as a trainee at

Vietinbank Phuc Yen, Vinh Phuc

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

2 11/2 – 18 /2 - Read the rules and culture of

3 19 - 2 Submit the internship

agreement

Make 3 internship agreements, ask for a bank seal, then return to school to submit

to your homeroom teacher

4 20/2 – 27/2 - Observing actual customers

coming to the service, how to receive records and handling

of bank officials

- Know the data about savings services atthe bank

- Helping everyone in the office

5 2/3 – 29/3 - Direct support for bank

officials in finding customers, consulting products and services to customers, Calling customer care

- Understand which customer groups match which products and services

- Practice directly in some practical caseswith 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

9 14/4 – 15 /5 -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

report with the bank evaluation to the homeroom teacher

Complete all

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 :

* 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

Manager (Nguyen Manh Truong)

Vice president (Sai Thu Ha)

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

- Department structure of the retail office:

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

Yen

Manager(Duong Hoai Nam)

to loans

Customer relationship specialists give priority

to loans

Credit Card Officer

Personal Customer Relation Officer

Personal Customer Relation Officer

Customer service specialist(InternNguyen Thuy Linh)Deputy

(Nguyen Xuan Loi)

Table.2 VND DEPOSIT INTEREST RATES FOR INDIVIDUAL CUSTOMERS

Table.3 MOBILE RESULTS TABLE OF SAVING DEPOSIT RESULTS AT

VIETINBANK PHUC YEN BRANCH (2017-2019)

(Unit : VND)

AMOUNT OF MONEY

AMOUNT OF MONEY

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 ofcapital from savings deposits of Vietinbank Phuc Yen in the period of 2017-

2019 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 atVietinbank 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 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

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

- 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,

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

for customers.

20/02 – 27/02 - Direct observation of professional

operations of bank staff

- After having knowledge of the savingsdeposit 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

02/03 – 29/03 - 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 PhucYen city, which is my hometown where

I can easily understand:

+ Sources of customers come from

- During this period I understood what the work of a "Customer CareSpecialist" 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 themanager

- 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, …

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 areindividuals 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,

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

Having completed the set target of mobilizing 15 people to register forthe Vietinbank Ipay account

customers such as Father, mother, aunt, uncle, friends, neighbors,

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 customersand 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

*Customer information

+ Personal information

- Name: Nguyen Minh Lang

- Date of birth: November 18, 1972

- Deposit amount: VND 50 million

- Savings products : Term savings

- Start date of making deposit: 10-3-2020

* Negotiate:

Step 1: Introduce product information

Name Term savings

Savings amount 50 Million

Deposit term 12 months

Start date of sending 10-3- 2020

product

• 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 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 Term savings

Savings amount 100 Million

Deposit term 12 months

Start date of sending 15-3- 2020

product

• 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

- Deposit amount: VND 100 million

- 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)

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 Term savings

Savings amount 100 Million

Deposit term 12 months

Start date of sending 20-3- 2020

product

• 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 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:

Once determined to make savings deposit, customers always want to find a safe place to keeptheir 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 theexternal 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 Term savings

Savings amount 200 Million

Deposit term 12 months

Start date of sending 28-3- 2020

• 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

RESULTS: FAIL

-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 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 :

4.6 3.2

Chart.1-GENDER

FEMALE MALE

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 andeffective investment place

B- AGE

4.3 2.6

Chart.2 -AGE

Under 30 years old From 31-50 years old

Over 50 years old

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 theirrelatives 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 S TRUCTURE TABLE OF CUSTOMERS' MONTHLY INCOME

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

3

5.3 1.4

1.8

0.6 Other; 0.8;

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

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