Professional bachelor degree in Finance-Banking-Insurance (Customer relationships management) WORK PLACEMENT REPORT Project title: Expanding credit card services at Vietnam International Bank (VIB) - Ba Dinh Branch - Lieu Giai Transaction Office Names of student: Nguyen Thi Phuong Uyen University year: 2021-2022 Tutor at TMU: Master Dang Thi Minh Nguyet Tutor at USTV: Daphné Duvernay Tutor at (Company): Mrs Tran Thi Thu Hanoi – 2022 TABLE OF CONTENTS TABLE OF CONTENTS i LIST OF TABLES iii LIST OF CHARTS iv LIST OF ACRONYMS v ACKNOWLEDGMENT INTRODUCTION .2 PART 1: OVERVIEW OF VIETNAM INTERNATIONAL BANK, VIETNAM INTERNATIONAL BANK (VIB)-BA DINH BRANCH- LIEU GIAI TRANSACTION OFFICE AND THE INTERNSHIP 1.1 VietNam International Bank: 1.2 Vietnam International Bank(VIB)-Ba Dinh Branch-Lieu Giai Transaction Office: .4 1.3 Introduction of my internship: 1.3.1 Reason chooses the topic: 1.3.2 Internship plan: .6 1.3.3 Objective of the internship: .7 1.3.4 Scope of the topic: 1.3.5 Methodology: PART 2: INTERNSHIP IMPLEMENTATION AT VIETNAM INTERNATIONAL BANK(VIB)- BA DINH BRANCH, LIEU GIAI TRANSACTION OFFICE 2.1 The internship position, responsibilities and tasks: .8 2.1.1 Organization structure and internship position: .8 2.1.2 Business procedure and work placement responsibilities: 2.1.3 Daily tasks: 2.2 Overview of VIB’s credit card product: 11 2.2.1 VIB’s credit card product 11 2.2.2 Service of credit card products at Vietnam International Bank (VIB)-Ba Dinh branch-Lieu Giai Transaction Office 12 2.2.3 Issuing a credit card: 15 2.3 Some business cases: .16 2.3.1 Case No1 (Succeed) 16 2.3.2 Case No2 (Failed – customer’s needs) 17 2.3.3 Case No3 (Failed – customer risk) 18 2.4 Service analysis: 18 2.4.1 Customer research: 18 2.4.2 Competitor analysis: 29 2.4.3 Marketing mix of Viet Nam International Bank: 29 2.4.4 SWOT analysis: .31 2.5 KPI and KPR .33 2.5.1 Key performance Indicator – KPI 33 2.5.2 Key performance results – KPR .33 2.5.3 Host firm assessment and recommendations Vietnam International Bank (VIB)-Ba Dinh Branch, Lieu Giai Transaction Office .34 PART 3: INTERNSHIP ASSESSMENT 38 3.1 The difficulties encountered .38 3.2 Internship gained .39 CONCLUSION 41 APPENDICES LIST OF REFERENCES LIST OF TABLES Table 1.1: General information of VIB- Ba Dinh branch, Lieu Giai transaction office Table 1.2: Internship plan at Vietnam International Bank(VIB), Ba Dinh Branch, Lieu Giai Transaction Office Table 1.4: Credit card business results at Vietnam International Bank (VIB)-Ba Dinh branch, Lieu Giai Transaction Office 12 Table 1.5: Credit card issuance activities at Viet Nam International Bank- Ba Dinh Branch- Lieu Giai Transaction Office 15 Table 1.6: Profile Customer .16 Table 1.7: Profile Customer .17 Table 1.8: Profile Customer .18 Table 1.9: Structure table of customer's age .19 Table 1.10: Direct survey results .28 Table 1.11: Competitor analysis 29 Table 1.12: SWOT analysis of Viet Nam International Bank (VIB) 31 Table 1.13: Target of center .33 Table 1.14: Key performance results 33 Table 1.15: Difficulties and solutions 38 LIST OF CHARTS Chart 1: Organization structure of Vietnam International Bank(VIB)- Ba Dinh Branch, Lieu Giai Transaction Office .8 Chart 2: Gender 19 Chart 3: JOB 20 Chart 4: Criteria for choosing a bank to open a credit card 21 Chart 5: Used time .22 Chart 6: Customer satisfaction 23 Chart 7: Total spending on your card monthly 24 Chart 8: The purpose of using credit card 25 Chart 9: Customer's choice of bank 26 Chart 10: Improve credit card service of Vietnam International Bank (VIB) .27 LIST OF ACRONYMS VIB WTO TPP CBA BCG MSB VCB ACB TP Bank VP Bank SCB HSBC BIDV CIC POS ATM VND SWOT Viet Nam International Bank World Trade Organization Trans-Pacific Partnership Agreement The Commonwealth Bank of Australia Bostol Consulting Group Maritime Bank Vietcombank Asia Commercial Joint Stock Bank Tien Phong Bank Vietnam Prosperity Joint Stock Commercial Bank Sai Gon Joint Stock Commercial Bank Hongkong and Shanghai Banking Corporation Joint Stock Commercial Bank for Investment and Development of Vietnam Credit Information Center Point of Sale Automatic Teller Machine Viet Nam Dong Strengths, Weaknesses, Opportunities, Threats ACKNOWLEDGMENT To successfully carry out the internship as well as the final report from March 1, 2022, to the end of May 27, 2022, in addition to my efforts, I received the care and guidance of the teachers at Thuong Mai University, University of Toulon, colleagues at the bank with a lot of advice and valuable guidance from everyone I would like to express my deep gratitude to Master Dang Thi Minh Nguyet who directly guided me to carry out this defense In the process of finalizing the report, she was always the one to help, guide, and point out the shortcomings to help me get a better orientation in the process of performing the complete this report At the same time, I would also like to thank the Board of Directors of VietNam International Bank (VIB) - Lieu Giai Branch, especially Mr Nguyen Thanh Trung, for allowing and creating favorable conditions for me during my internship at the branch, helping me in the data collection process to conduct surveys and have data to complete the report Although I have made a lot of efforts to complete the thesis with all my enthusiasm and energy, howevethere will inevitablyill be shortcomings I look forward to receiving your comments and suggestions so that my thesis can be completed better Thank you very much! Ha Noi, May 27, 2022 Sincerely, Nguyen Thi Phuong Uyen INTRODUCTION Vietnam's economy has increasingly integrated with the world economy Especially, when Vietnam joined WTO and TPP, these were opportunities for integration and development as well as challenges for businesses In the face of fierce competition, commercial banks have constantly applied new technologies to their banking business, including credit card services Credit card service has made great progress, always receiving special attention from commercial banks and customers, not only bringing banks profits from service fees but also creating favorable environment with favorable conditions to attract cheap capital, expand credit markets, increase outstanding loans, expand foreign relations and international cooperation of banks Today, issuing and paying by credit card is an indispensable business of a modern bank, in order to attract customers as well as compete with other banks Although in Vietnam today, credit card business is no longer a completely new field, but credit card is still not a means of completely replacing face of Vietnamese people The development of the credit card market and the expansion of credit card business services of Vietnamese banks in general and Vietnam Internation, in particular, are currently facing many great challenges This is the problem that Vietnamese banks need to quickly find an effective way to solve In recent years, Vietnam International Bank has taken steps to develop and expand credit card services However, VIB entered the card market quite early compared to many other banks Therefore, cbusinessesness, especially credit cards of Vietnam International Bank (VIB), will face new opportunities and challenges while still having unresolved limitations As a student majoring in finance and banking, on the basis of being aware of the importance of the problem I chose the topic: “Expanding credit card services at Vietnam International Bank- Ba Dinh branch, Lieu Giai transaction office” for the report Plan of the study: The overall goal of the project: Expanding credit card product offerings through customer demand surveys Plan details: + Learn about credit card products and operations at VIB Lieu Giai + Research on customer satisfaction with credit card products and services to analyze influencing factors and arising problems that need to be resolved + Proposing development solutions in the field of credit card expansion at VietNam International Bank (VIB) Lieu Giai Hanoi branch to develop and expand card services, improve and the bank's competitiveness PART 1: OVERVIEW OF VIETNAM INTERNATIONAL BANK, VIETNAM INTERNATIONAL BANK (VIB)-BA DINH BRANCH- LIEU GIAI TRANSACTION OFFICE AND THE INTERNSHIP 1.1 VietNam International Bank:  Full name: Viet Nam International Bank  Short name: Viet Nam International Bank, VIB  Slogan: “The heart of banking”  Date of creation: September 18, 1996  Headquarter: 1st floor (ground floor) and 2nd floor of Sailing Tower, 111A Pasteur, Ben Nghe Ward, District 1, Ho Chi Minh City  Branch and employees: VIB currently has more than 10,000 employees at 165 branches and transaction offices in 27 key provinces, cities across the country  Legal status: Active  Website: www.vib.com.vn  Chapter capital &total asset: As of December 31, 2021, charter capital reached more than 15,531 billion VND Equity reached 24,251 billion VND and total assets reached nearly 310 trillion VND  Activities: • VIB's main products include credit cards, payment cards, savings, car loans, home loans, consumer loans, and corporate customer services • Target: - Strategic direction 2022-2026, target for profit surpassing billion dollars while increasing market capitalization times to over 14 billion dollars - Vision: To be the most innovative and customer-centric bank in Vietnam - Mision: To excel in providing innovative, customer-centric solutions to satisfy the needs of our customers Actively contribute to the development of the community - Core values: Customer focus, excellence, honesty, teamwork, disciplined 1.2 Vietnam International Bank(VIB)-Ba Dinh Branch-Lieu Giai Transaction Office: Table 1.1: General information of VIB- Ba Dinh branch, Lieu Giai transaction office Location Date of creation Branch Executive Director Number of departments Number of employees Business activities 1st floor, TID building, No Lieu Giai, Cong Vi Ward, Ba Dinh district, Hanoi nd November , 2010 Nguyen Thanh Trung 28 VietNam International Bank (VIB)- Ba Dinh branch-Lieu Giai transaction office is one of the major branches of VIB operating in the field of currency intermediaries, mainly for individual customers Although VIB Lieu Giai is just a transaction office of Ba Dinh branch, its contribution cannot be denied, especially to Hanoi city VIB Lieu Giai has overcome all challenges, is gradually expanding its scale to affirm it for the development of the local economy The collective staff has constantly tried and created trust from customers Activities such as: Credit cards, Ebanking, Deposits at banks, ATM card products, and lending, etc In a short time, VIB Lieu Giai Transaction Office has created a reputation for customers and is growing day by day VIB Lieu Giai is developing very well auto loans and real estate loans Especially, credit card activities ranked in the top of the West of Hanoi The outstanding credit card products are extremely diverse for all customers such as: VIB Online Plus 2in1 VIB Family Link VIB Zero Interest Rate VIB Cash Back VIB Financial Free VIB Online Plus VIB Happy Drive VIB Rewards Unlimited VIB Premier Boundless VIB Travel Élite 1.3 Introduction of my internship: 1.3.1 Reason chooses the topic: In the context of international economic integration along with the development of information technology, it has had an impact on all aspects of life, economy, and 2.5.3 Host firm assessment and recommendations Vietnam International Bank (VIB)-Ba Dinh Branch, Lieu Giai Transaction Office ➤ To VietNam Internaitonal Bank (VIB): In order to survive and develop strongly along with the general growth rate of the country's economy in the new period, VietNam International Bank has also timely innovated and found a development orientation of its nature That is in the coming time, VIB will focus on implementing several tasks aimed at strengthening financial capacity, competitiveness and expanding market share, inheriting the achievements that have been achieved, by trying to overcome their limits and understand the needs of customers Therefore, VIB needs to quickly have specific orientation for branches, this is an important factor, helping to timely remove obstacles, exist to developing credit cards for individual customers This is reflected in the following aspects: Identify opportunities, strengths to reduce risks caused by the external environment (SO): - Diversify the product portfolio provided to customers in a way that is suitable for the needs of the target market This is identified as a strength and spearhead to developing personal banking services Combining forms of cross-selling credit card products with other retail products to increase customers Besides, VIB needs to focus on credit card products that mainly meet the needs of customers in the area The individual products offered should be oriented to a specific group of customers with good qualifications, working capacity, stable income, clearly ensuring the ability to repay bank loans and limiting risks for VIB, such as: staff working at joint venture companies, companies with 100% foreign capital, representative offices of international organizations, managers at reputable companies in the market, schools, business households These target groups need to prioritize and create conditions for them to access credit card services of the bank All banks in the market have corresponding products, but to compete, each bank not only offers similar products but also has to have differences in each product in terms of how to pay principal and interest applied pressure Therefore, the use of technology can manage and account for the variety of each card Making a difference in credit card products will also contribute significantly to attracting customers - For affiliate partners: It is necessary to apply appropriate and competitive policies for affiliate partners such as: commission policy; policies to take care of affiliates are similar to those of customer care, regularly monitoring and updating information about competitors' measures; supporting partners with specialized banking services to make these relationships sustainable - Technology: Credit cards are a product associated with modern technology Therefore, the technical technology system plays a very important role for the credit card service to expand and operate effectively Solutions for each bank's technology system are selected in line with the bank's expansion strategy In addition, the bank must also invest in a system of equipment for card issuance and payment such as automatic card payment machines, fingerprint card payment devices, ATMs, system connection devices, and terminals This system must be synchronous and highly integrated because card transactions are processed quickly or slowly depending on the synchronization and processing speed of the system - Selecting a target market and building a card business strategy in the right market: If technology is a decisive factor in the existence of the credit card industry, business strategy is an important factor for VIB to be able to develop this potentially profitable credit card business Therefore, not only investing in technology, VIB needs to pay special attention to business strategy If you want to develop card services, you need to make breakthroughs and take shortcuts Only then can we gain market share, maintain the number of loyal customers, attract new customers as well as entice customers of other banks to use their card services  Establish a “defensive” plan to avoid weaknesses, and threats to be more heavily affected by the external environment (WT): - In the credit card business market, customers play a leading role in service development, so marketing towards the goal of expanding the market is extremely important in the process of developing business operations credit card business of banks in general and VIB in particular The bank can also implement promotions or accompanying services to increase competitiveness with other banks in order to attract more and more customers, the bank needs to actively promote its image on the media, radio, newspapers, internet,etc with unique advertising content Like other products and services, bank cards also have to follow the product life cycle consisting of stages: penetration, growth, maturity, and decline Marketing activities must play a role in shortening the penetration time, prolonging the growth and maturity time of the product VIB's credit card business depends a lot on cardholders and card acceptors, so to achieve high efficiency in the card business, marketing must focus on expanding card issuers, doing well card issuance and card acceptance network development Improve the efficiency of Marketing activities and individual customer care, avoid being negatively affected by competitors In the current fierce competition in the credit card market, improving the efficiency of marketing and personal customer care activities plays an important role in attracting new customers and retaining old customers VIB should maximize what the card service can bring to customers, creating comfortable psychology for customers when they come to the bank to transact - In addition to adding and enhancing the value customers receive, VIB should try to minimize costs for customers: such as reducing annual fees, late payment fee, and other fees, reducing transaction time by applying modern technology, reduce travel time by developing a network of transaction offices, reducing transaction procedures and paperwork, etc ➤ To VietNam International Bank-Ba Dinh Branch- Lieu Giai transaction office:  For the transaction office: - Improve facilities: Good facilities influence customer psychology, serve for professional activities at the bank, and at the same time inspire credit officers to their jobs well Therefore, VIB Lieu Giai needs to strengthen technical materials, set up wifi and network for branches and customers to use during the waiting process Upgrading infrastructure and equipment for business operations, periodically maintaining machinery systems, testing and upgrading technology software to ensure quick, timely and accurate data access - Improve the quality of human resources: People are the success factor in all business activities, so in the coming time VIB Lieu Giai needs to pay more attention to this issue First of all, it is necessary to open professional training courses for employees, credit officers to improve the experience and advanced knowledge of staff In fact, during the operation, VIB Lieu Giai has found that the number of employees to can quickly serve credit cards with few, many times have to be transferred from other departments Therefore, a strong enough staff is an urgent requirement of VIB Lieu Giai, the Bank needs a training strategy based on the identified plans The staff must self-improve professional knowledge to adapt to the development of the economy in general as well as the development of credit card technology in particular In addition, there should be a clear and specific material reward and punishment regime to motivate and encourage employees to work enthusiastically and effectively  For customers: - Carry out customer satisfaction surveys and measurements by making customer polls to collect customers' reactions to the Bank's retail products and services, thereby appropriate adjustments such as service fees, interest rates, product quality, and transaction quality - Applying individual customer care policies such as: consulting, providing information, guiding service use, resolving complaints, customer conferences, giving gifts, periodically needing to segment customers, identifying important customer groups, loyal customers, common customers to have appropriate customer care policies, etc - Actively marketing credit card products in the area to individual customers of businesses that have salary payment relationships through accounts at VIB Fully and regularly inform customers about the benefits of using VIB's products - VIB Lieu Giai needs to identify the appropriate target market Currently, in Hanoi city, the population is very diverse, but most of them are traders, officials and employees in state agencies, banks should promote the issuance credit cards for these subjects The population with high and stable incomes working in industries such as post and telecommunications, banking, tourism, hotels, restaurants,etc and private business owners are gradually taking up a large number These people have the condition to regularly go to the supermarket, restaurant, plane ride, travel,etc This is a very potent group of customers who tend to use non-cash payment methods increasingly Banks can choose to develop VIB Online plus in 1, VIB Family Link, VIB Happy Drive or VIB Travel Élite card products exclusively for these customers For the solution to be successfully implemented, the Bank needs to base itself on socio-economic factors, culture, and consumption trends Must clearly understand their ability to respond, grasp the competitive advantages in the market PART 3: INTERNSHIP ASSESSMENT 3.1 The difficulties encountered Table 1.15: Difficulties and solutions Difficulties - To build my topic, the first difficulty is to learn practically, select theoretical data, relevant references, suitable to the subject's content, so that I can have an overview and complete, avoid wasting time - Regarding information security for the bank, employees will not disclose important and necessary data, so finding data is very difficult Meanwhile, data on the Internet is also limited, in addition to many inaccurate sources, so it is difficult to select and filter - Knowledge and experience are two things that I need to add in my first internship Previously, I had no experience selling skills over the phone, or knowledge of credit card products and services So I had a little trouble learning how to talk to customers to convince them to use my bank's credit card over the phone The working environment at the bank is very new to me, with the seriousness and professionalism of the staff - Surveying customers: During the survey, I also encountered some limitations: many customers did not want to participate in the survey for fear of their personal information being revealed, causing inconvenience later In addition, many customers not participate in surveys because of inconvenience and loss of time My solutions - Choose a topic that I feel like so that you can dedicate yourself to writing the defense article with enthusiasm and excitement At the same time, make the most of your potential - Read the topic carefully and determine the work to be done, need to understand your strengths, thereby developing a research topic for a reasonareasondition, I n understand and understand the topic to bring the highest working efficiency - Find documents related to the topic for reference It can be found in libraries or information in newspapers, the internet, etc Choose large and reliable information sites Use existing banking relationships to get the most accurate information Listen and take notes carefully for the instructions of the personal supervision at the bank asked the banker if I have understood the problem correctly - Use online software to exchange information with supervisors (if needed) To overcome these difficulties, I did a lot of things to learn more from my predecessors and to keep up with the pace of daily work at the bank - Design the questionnaire in the simplest way to make the most of the time that customers spend answering the survey Eliminate irrelevant, nontargeted questions Replace the answer with a simple check box type At the - It is not only difficult because it same time, I ask screening questions to requires meticulousness, caution and the identify the clients I need to consult ability to work independently and under With these questions, if someone is not pressure for a long time Furthermore, suitable for the survey, they will the instructor also had a great influence automatically leave to not waste time on the finalization of my report Usually, and I will not waste time collecting a teacher has to be in charge of guiding useless information afterwafterwardearn more than one student, the teacher will and gain experience from people who guide and give suggestions to keep the are working at the bank student's research on the right track Besides that, I have to actively handle all the elements 3.2 Internship gained After an internship at Vietnam International Bank (VIB)-Ba Dinh Branch, Lieu Giai Transaction Office, I had the opportunity to learn and accumulate a lot of experience As with any other time after facing difficulties I always learn something from it and what I learned is very important to me  Knowledge gained Acquiring knowledge of management and operations in finance, banking, insurance, etc apply in practice, compare with theory in modules learned while sitting at school, thereby consolidating and improving qualifications and expertise understanding more about the financial management organization, analysis and assessment of the financial position of the implementing entity based the on financial reporting system at VIB Lieu Giai Transaction Office, has equipped me with knowledge and mastery of the discipline of the financial - banking industry  Experience gained - Being involved and being a part of product improvement helps me to gain a lot of valuable experience that I have never had the opportunity to access, especially the spirit of serious attitude towards work and responsibility for the assigned work Moreover, the practice has helped me realize the difference between theory and practice, thereby having a method to deal with those situations flexibly and effectively - I have built relationships with colleagues They helped me a lot during my internship Since then, my ability to work in groups has also increased significantly I know how to participate, mingle with my colleagues at the company and give my personal views on the product Especially, it is impossible not to mention the process of bringing credit card products to customers I have understood the steps to go through and profile the customer through the bank's process  Skills improvement - I have improved my communication skills Because of my job, I have to interact with customers a lot, the need to communicate with customers every day, which has helped me improve my communication skills - I have more experience in handling situations, and persuasion skills This is also a strong point that creates a premise for self-development after graduation 3.3 Career plan ➤ Short-term: - I can have a deeper understanding of the credit card product I have worked with I think this is very important because only when I understand it can I advise the customer on the most suitable credit card products for the customer Also, complete the graduation report - I want to graduate with a good degree in banking, creating a premise and shortening the gap with the employer's criteria - I also want to become the banker that I have dreamed of, wearing a bank uniform, proud to be one of those who contribute to the development of the banking industry in particular and the country in general ➤ Medium-term: - Improve skills such as office computing, English, and can learn new languages - I plan to study a master's degree in business administration, this will help me have more opportunities to find a good job in the future ➤ Long-term: - Become a personal customer relationship manager, especially credit card business - Strive to rise to a higher position and have opportunities for advancement in the workplace Improve your quality of life, take care of yourself and your family Prepare knowledge and money for economic development to invest in other fields - Achieve success in work and get a high salary CONCLUSION In the current market economy with a volatile business environment, VietNam International Bank (VIB) is one of the banks capable of satisfying customers Furthermore, to well meet the needs and desires of customers, market analysis is indispensable This analysis should not be general statements based solely on secondary data, it should be based on reliable primary data The more specific the analysis, the closer the strategy will be to the market With the topic “Expanding credit card services at Vietnam International Bank (VIB) - Ba Dinh Branch, Lieu Giai Transaction Office”, the defense study researches the level of customer satisfaction with the credit card service products that the bank provides to customers to find out from that credit card service development solution to serve customers The project achieved the following results: Firstly, several theoretical issues and practical experiences have been generalized about the quality of credit card services of VIB Secondly, a survey was used to measure customer satisfaction with the quality of VIB Lieu Giai's credit card services By surveying data, the topic has assessed the current status of credit card service quality at VIB Lieu Giai, pointing out strengths, weaknesses and causes of weaknesses in quality credit card service at VIB Lieu Giai Thirdly, on that basis, the direction and several solutions have been proposed to expand and improve the quality of credit card services at VIB Ba Dinh branch, Lieu Giai transaction office in the coming years However, there are certain limitations in the research process Therefore, the proposed solution only stops at the level of feasibility assessment proposal In recent years, credit card activities at VIB Lieu Giai have achieved certain achievements, however, there are still some shortcomings that need to be resolved Especially in the current fierce competition between banks, the branch must pay more attention to the expansion of credit card products, because this is a group of potential customers This activity also contributes positively to the development and sustainability of the business activities of Vietnam International Bank (VIB) - Ba Dinh Branch, Lieu Giai Transaction Office with other commercial banks in Hanoi Contributing to the development of the economy of the province in particular and Vietnam in general in the integration trend APPENDICES Survey of customers about credit card services at VietNam Internaitonal Bank(VIB) Dear sir/madam, I am a final year student at the Institute of International Cooperation – Thuong Mai University affiliated with the Toulon University of France, majoring in Finance – Banking – Insurance To find out the level of customer satisfaction with credit card products in order to offer solutions to improve and expand the quality of services and products I hope you will take a moment to help me complete the survey Your information will be kept confidential and used exclusively for evaluation purposes Any comments are very meaningful to my graduation thesis Sincerely thank! General information Age: *  From 21 – 29  From 30-40  From 41-50  Over 50  Other items: Gender: *  Male  Female What's your occupation? :*  Student  Staff  Civil servant  Management  Business  Other items: Survey questions Criteria for choosing a bank to open a credit card: *  Bank's Reputation  Good service  Competitive (interest rates, annual fees, )  Because relatives have used the bank's services  Diverse credit card products to meet customer needs  Convenient transaction location  Facilities and amenities to serve customers  Other items: Are you currently using VIB's credit card service? *  Have If yes please answer all questions  No If not please answer questions 11-14 6.Do you know about VIB credit card products through channel?  Via website www.vib.com.vn or https://www.vib.com.vn/vn/the-tin-dung  Bank staff call customers to introduce products  At the bank when you come to other transactions introduced  Media (Facebook, TV, youtube, )  Your friends/relatives  Other items: Which of the following VIB credit card services are you using?  VIB Online Plus 2in1  VIB Family Link  VIB Zero Interest Rate  VIB Cash Back  VIB Financial Free  VIB Online Plus  VIB Happy Drive  VIB Rewards Unlimited  VIB Premier Boundless  VIB Travel Élite 8.How long have you been using VIB's services?  month  From months  Less than year  From to years Your rating on each criterion for VIB credit card products (Based on what you have researched or your experience with our products): Diversity of credit card products and services Interest rate Issue fee and annual fee Other fees (Delayed fee, cash advance fee) Additional promotions and offers Credit card security Paper conditions for card opening VIB's staff is polite and enthusiastic to answer customers' questions Luxurious and comfortable branches and transaction offices Unsatisfie Norma Satisfie d l d Very satisfied Quick and easy card opening process 10 Is the VIB card limit right for you? *  Suitable  Not suitable  Very inappropriate 11 Usage level: *  Daily  Weekly  Several times a month  Several times a year 12.Total spending on your card monthly: *  Under million  From to 10 million VND  Over 10 million VND  Use up your card's limit 13 The purpose of using your credit card): *  Pay at supermarkets, restaurants, etc  Spend, pay online  Pay the bill  Financial provision  Cashback, earn points  Other items: 14 If given a choice, which bank or credit institution would you choose to open a credit card? *  VIB  ACB  Vietcombank  BIDV  Techcombank  MSB  HSBC  Other items: 15 Would you recommend others to use the credit card service of Vietnam International Commercial Bank (VIB)?  Sure  Maybe  No 16 What you want to improve in credit card service of Vietnam International Commercial Bank (VIB)?  Annual fees  Interest rate  Conditions of card opening  Other items: Thank you for taking the time to answer the questions LIST OF REFERENCES  List of references: www.vib.com.vn https://www.vib.com.vn/vn/the-tin-dung https://top10vietnam.vn/chi-nhanh-ngan-hang-vib-bank/ https://daquyneja.com/wiki/new-chi-nhanh-ngan-hang-thuong-mai-co-phanquoc-te-2021-ngan-hang-vib-bank-xac-minh/ https://www.vib.com.vn/vn/home? 1dmy&page=announcement.detail&urile=wcm:path:/vib-vevib-vn/sahomepage/shareholder/tcbc/2021/vib-cong-bo-bctc-nam-2020 “Marketing management in enterprises”, Statistical Publishing House, 2002 Harvard Business Review  Some pictures of VIB Ba Dinh branch, Lieu Giai transaction office: ... "Expanding credit card services at Vietnam International Bank (VIB )- Ba Dinh branch, Lieu Giai Transaction Office" to assess the current status of credit card service quality at VIB Bank- Ba Dinh. .. International Bank (VIB )Ba Dinh branch- Lieu Giai Transaction Office Table 1.4: Credit card business results at Vietnam International Bank (VIB )- Ba Dinh branch, Lieu Giai Transaction Office (Unit:... OF VIETNAM INTERNATIONAL BANK, VIETNAM INTERNATIONAL BANK (VIB )- BA DINH BRANCH- LIEU GIAI TRANSACTION OFFICE AND THE INTERNSHIP 1.1 VietNam International Bank: 1.2 Vietnam International