Banking Service Report 2016

01/01/2017

B&Company

Báo cáo dịch vụ ngân hàng 2016

Mô tả nghiên cứu: Chúng tôi đã tiến hành khảo sát bằng cách sử dụng bảng điều khiển người tiêu dùng của chúng tôi (Khảo sát đậu) to find out Vietnamese consumers behaviour of banking service

Đề tài	Customer behavior of retail banking in Vietnam
Khách quan	Understand Vietnamese customer behavior in bank usage, customer’s future intention and effective approach to potential customers
Vật mẫu	– 1,323 respondents – People who have done any activities that related to banking service
Phương pháp nghiên cứu	Khảo sát trực tuyến
Dòng thời gian	Dec 28th, 2015 to Jan 25th, 2016
Câu hỏi	18 questions, in which: – 10 main questions related to the topic to understand about: – Bank using behavior – Customer satisfaction & future intention – Approach to customers – 8 questions related to respondents information.

Những phát hiện chính của cuộc khảo sát này:

Nội dung	Phát hiện quan trọng	Nói chung là	Cụ thể
1	Bank Using Behavior	•Most popular banks are Vietcombank, Agribank, Vietinbank, BIDV, DongA Bank, Techcombank, Sacombank •More than 60% of people use basic services such as money transfer/receive and bank card	•More men make insurance investment or use bank loans compare to women, while women tend to use saving accounts more than men
2	Customer Satisfaction & Future Intention	•Around 70% of people are satisfied with the services of their most frequently used banks, and they are very likely to continue using or introduce to others	•People rate their likelihood to continue using or introduce to others the current bank at an average 4 point out of 5
3	Approach to Customers	•72% of people know their current bank via their friend/ relatives •Bank location, Bank staffs attitude and Interest rate are the top criteria that consumers consider when choosing a bank	•Women are more affected by word of mouth than men since many women know bank information via School/ workplace and relative/ friend sources compared to men