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Vietnam: Hanoi & Ho Chi Minh
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By: B&Company Vietnam
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Banking Service Report 2016
Research Description: We conducted survey by using our consumer panel (Bean Survey) to find out Vietnamese consumers behaviour of banking service
| Topic | Customer behavior of retail banking in Vietnam |
| Objective | Understand Vietnamese customer behavior in bank usage, customer’s future intention and effective approach to potential customers |
| Sample | – 1,323 respondents
– People who have done any activities that related to banking service |
| Research methodology | Online survey |
| Timeline | Dec 28th, 2015 to Jan 25th, 2016 |
| Questionnaires | 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. |
Key Findings of this survey:
|
Content |
Key Finding | Generally |
Particularly |
| 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 |
Internal report for Banking in Vietnam 2016 is available from here