Professional bachelor degree in Finance Banking Insurance WORK PLACEMENT REPORT Improving the savings deposit service for individual customers at Techcombank Keangnam Branch Names of student Bui Quang Vinh University year 2018 2021 Tutor at TMU Mrs Do Phuong Thao Tutor at USTV Mrs Daphne Surverney Tutor at Bank Mrs Pham Thi Thu Hien Hanoi – 2021 1 TABLE OF CONTENTS TABLE OF CONTENTS 1 LIST OF TABLES 3 LIST OF FIGURES 4 ACKNOWLEDGE 5 PART 1 OVERVIEW OF TECHCOMBANK, TECHCOMBANK KEANGNAM BRANCH AND.
OVERVIEW OF TECHCOMBANK, TECHCOMBANK KEANGNAM BRANCH AND THE INTERNSHIP
Techcombank
Name: Vietnam Technological and Commerical Joint – Stock Bank
CEO: Mr Nguyen Le Quoc Anh
Address: 191 Ba Trieu , Hai Ba Trung district, Hanoi
Sector: Housing, automotive, travel and entertainment, financial services, FMCG, utilities and telecommunications
Vietnam Technological and Commerical Joint - Stock Bank (Techcombank) was established in
1993, in the context of the economy transforming from a centralized economic regime to a market economy
Techcombank, which started with a modest charter capital of VND20 billion, has evolved into a leading bank in Vietnam, boasting significant charter capital Our achievement stems from a strategic focus on meeting the dynamic needs of our customers To date, we have successfully offered a diverse array of products and services to over 6 million individual and corporate clients across the country.
After 27 years of construction and development, with 1 head office, 2 representative offices and 314 transaction points in 45 provinces across the country, it not only meets the normal banking transaction needs but also ensures the financial safety demand for Vietnamese people In 2018, among the 9 largest joint stock commercial banks in the country, Techcombank is the leading bank in the ratio of non-interest revenue, cost to revenue, net profit on assets, and income Average performance per employee.
Techcombank Keangnam Branch(Host firm)
Address: B101 Keangnam Building, E6 Pham Hung, Cau Giay, Hanoi
- Branch was established on January 1, 2011
- The branch mainly serves individual customers, does not make loans
- The branch provides products: current accounts, current deposits, insurance and electronic banking services Regarding the need for loan service, the branch will refer to other branches
Table 1: Results of the branch's operations in the period of 2019 - 2020 ( Unit: VND )
After 10 years of operation, the branch is currently managing the accounts of more than 19,000 customers According to the statistics of January 2021, one day, the branch performs more than 200 transactions for individual customers at the transaction counter.
Introduction of my internship
1.3.1 The reason to choose the project
In a market economy, banks are crucial for economic vitality, significantly contributing to the country's industrialization and modernization Capital is essential for banks, serving as the foundation for lending, investment, and reserve activities that generate profits Mobilizing savings deposits is a primary method for banks to acquire this capital However, the rapid expansion of the banking system, along with the emergence of new banks and increased competition from other economic entities, has made it increasingly challenging for banks to attract savings deposits.
Banks strive to attract stable, low-cost deposits from individuals and businesses, with personal savings being a key focus Individuals often have temporary unused income that they can save to achieve various goals, such as minimizing risks associated with keeping money at home, ensuring financial stability for themselves and their families, and seeking profitable savings options Additionally, banks offer numerous preferential programs to encourage these savings.
Customer satisfaction is essential for a bank's survival and growth, making it crucial to enhance service quality, particularly in savings deposit services Evaluating the quality of these services and understanding their impact on customer satisfaction are vital steps By proposing effective solutions to maintain and improve high-quality service, banks can ensure they meet customer needs and foster long-term loyalty.
On that basis, during my internship at Techcombank Keangnam branch, I chose the topic:
"Improving the savings deposit service for individual customers at Techcombank Keangnam Branch"
Table 2: Internship plan at Techcombank Keangnam branch
1/3 - 7/3 - Started working as a trainee at Techcombank Keangnam branch
- Read documents on loan product and service policy
- Go to the bank, greet familiarize with the staff in the room
- Have basic knowledge of Techcombank services
9/3 - 15/4 Learn about internships such as:
- The process of formation and development
- Products and services of the Company
- Rules and rules when working at the Bank
- The business performance of the Company
- Familiar with the working environment in the bank
16/4 – 1/5 Support work at the transaction counters :
- Learn how to use photocopiers, scan papers and documents
- Observe how the customers in the client room work
-Learn more about savings services
- Helping everyone in the office
1/5 – 27/5 Begins to participate in the work of transaction counters:
- Understand which customer groups match which products and services
- Practice directly in some practical cases with
- Learn how to operate on the machine
- Participate in meeting and consulting customers
- Ask for figures and write reports customers -Hands up communication skills when interacting with customers
28/5 Complete my work placement report
- Knowledge of savings deposit services of Techcombank
- Career plan in the near future
INTERNSHIP IMPLEMENTATION AT TECHCOMBANK KEANGNAM BRANCH
The internship position, responsibilities and tasks
2.1.1 Department structure and internship position
Intership position: Intern of teller
2.1.2 Business procedure and work placement responsibilities
I was assigned to do any task available at the moment, the position helped me to understand more about the teller Task I have to do regularly:
- Talk with customers about customers' needs when participating in savings deposit service at Techcombank Keangnam branch Answering questions related to savings deposit products and services
- Advise customers on economical packages, so that customers can easily choose the package that suits their needs
- Call to remind customers: to the due date; Inform customers about promotions,
- Collecting customer information and analyzing customer needs to propose measures to improve the quality of savings services and potential products for the bank
- Comply with the bank's processes, guidelines and policies
- Always help every other employee in the bank
I work at the bank from Monday to Friday, with morning hours from 8:00 AM to 11:00 AM and afternoon hours from 1:00 PM to 4:00 PM To enhance my efficiency, I have created a structured schedule.
From 8:00 AM to 11:00 AM From 1:00 PM to 4:00 PM
Monday Read Document and ask seniors necessary information for my project
Help any task available at the moment
Tuesday Read Document and ask seniors necessary information for my project
Help any task available at the moment
Wednesday Read Document and ask seniors necessary information for my project
Meet customers (usually happen in Wednesday and Friday)
Thursday Read Document and ask seniors necessary information for my project
Help any task available at the moment
Friday Read Document and ask seniors necessary information for my project
Meet customers (usually happen in Wednesday and Friday)
Some business cases
- Address: Mai Dich – Cau Giay – Ha Noi
- Start date of making deposit: 20-4-2021
Interest 5.3 % /year , annually interest payment
The method of calculating the interest
Interest = (Deposit amount x number of days to maintain deposit x interest rate): 365 (days)
Attractive and competitive interest rates
Deposit type: VND, USD, EUR
Convenient and easy: Savings deposit/withdrawal can be done at all transaction points of Techcombank
It is allowed to transfer to others when needed
Step 1: Introduce product information so that customer can understand
Step 2: Bank’s teller receives VND 100 million from customer for saving deposits
Step 3: Create customer information file on Techcombank banking system then Fill in the information
Step 4: Deposit money into savings books and print it out
Step 5: Turn savings book over to controllers
Step 6: Give the book to the customer
- 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
- Customers trust the reputation of Techcombank
- Simple and fast deposit operation
- Attentive and enthusiastic customer service
- Address: Pham Hung – Nam Tu Liem – Ha Noi
- Start date of making deposit: 25-4-2021
Interest 5.3 % /year , annually interest payment
The method of calculating the interest
Interest = (Deposit amount x number of days to maintain deposit x interest rate): 365 (days)
= (50 Million x 365 days x 5.3 % ) : 365 days = 2.650.000 VND Total interest at maturity
Attractive and competitive interest rates
Deposit type: VND, USD, EUR
Convenient and easy: Savings deposit/withdrawal can be done at all transaction points of Techcombank
It is allowed to transfer to others when needed
Step 1: Introduce product information so that customer can understand
Step 2: Bank’s teller receives VND 50 million from customer for saving deposits
Step 3: Create customer information file on Techcombank banking system then Fill in the information
Step 4: Deposit money into savings books and print it out
Step 5: Turn savings book over to controllers
Step 6: Give the book to the customer
- 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
- Customers trust the reputation of Techcombank
- Simple and fast deposit operation
- Attentive and enthusiastic customer service
- Address: Xuan Thuy – Cau Giay – Ha Noi
- Start date of making deposit: 1-5-2021
Interest 5.3 % /year , annually interest payment
The method of calculating the interest
Interest = (Deposit amount x number of days to maintain deposit x interest rate): 365 (days)
= (20 Million x 365 days x 5.3 % ) : 365 days = 1.060.000 VND Total interest at maturity
Attractive and competitive interest rates
Deposit type: VND, USD, EUR
Convenient and easy: Savings deposit/withdrawal can be done at all transaction points of Techcombank
It is allowed to transfer to others when needed
Step 1: Introduce product information so that customer can understand
Step 2: Bank’s teller receives VND 20 million from customer for saving deposits
Step 3: Create customer information file on Techcombank banking system then Fill in the information
Step 4: Deposit money into savings books and print it out
Step 5: Turn savings book over to controllers
Step 6: Give the book to the customer
- Customers have deposited VND 20 million
- Customers have chosen the form of deposit within 1 year and receive interest at the end of the term
- Customers trust the reputation of Techcombank
- Simple and fast deposit operation
- Attentive and enthusiastic customer service
Service analysis
- Time to start the survey: from 15-4-2021 to 15-5-2021
- Total of customers using the savings deposit service at Techcombank Keangnam branch received the survey: 200 customers
But only got 130 successful survey votes, the remaining 70 votes failed due to many reasons
Use paper questionnaires: I created a paper customer survey and left it at counter Asked tellers for help to send my survey to customers trading at the bank
Create online questionnaires: I have set up an online questionnaire to send to my friends and relatives on Facebook and then they helped me share information
Here are the charts that have been analyzed from the results obtained :
The survey consisted of 130 samples, with female customers representing a significant majority at 62.3%, totaling 81 individuals, while male customers accounted for 37.7%, or 49 individuals This trend aligns with the observation that women often manage household finances, leading to a greater interest in savings compared to men.
Table 3: Structure table of customer's age
The customer demographic at the branch reveals a significant concentration of older clients, with 75 customers over the age of 45, representing 57.7% of the total Additionally, 39 customers aged between 30 and 45 account for 30% of transactions Meanwhile, the age group of 23 to 30 includes 14 customers, making up 10.8%, and the youngest segment, under 23 years old, comprises just 2 customers, or 1.5%.
The analysis reveals that the occupational group with the highest representation is officers, making up 39.2% of the total Business professionals follow, comprising 33.1%, indicating a significant financial capacity In contrast, students with limited financial resources account for only 1.5% of customers, reflecting their minimal trading activity Additionally, retirees represent 13.8%, while other occupations constitute 12.4%.
OfficerBusinessRetirementStudentOther
Table 4: Structure table of customer's monthly income
According to the survey results, the highest income group ranges from 5 million to less than 7 million, comprising 36.9% of respondents This is followed by the income group of 2 million to under 5 million, which accounts for 33.1% The group earning over 7 million represents 18.5%, while the lowest proportion, at 1.5%, consists of those earning below 2 million, primarily students, indicating a lower demand for services in this demographic.
*TERM OF DEPOSIT AT TECHCOMBANK KEANGNAM BRANCH
Table 5: The structure of saving deposit term
Term of savings deposit Frequency Ratio (%)
According to the survey results, the majority of customers prefer to deposit for less than 3 months, which constitutes 32.3% of responses In contrast, deposits over 12 months are the least favored, accounting for only 19.2% The other two tenure options show a closer distribution, with deposits from 3 to 6 months at 24.6% and those from 6 to 12 months at 23.8%.
*TIME TO USE THE SAVINGS DEPOSIT SERVICE
Table 6: Time to use the savings deposit service of customers
Customer loyalty to a bank can be gauged by the duration of their relationship with the bank's savings deposit services According to recent data, a significant majority of surveyed customers have utilized these services for an extended period: 19.2% for less than one year, 36.2% for one to three years, and 43.1% for three to five years, while only 1.5% have been customers for over five years.
*PERPOSE OF USING THE SAVING DEPOSIT SEVICE AT TECHCOMBANK KEANGNAM BRANCH
Chart 3: PERPOSE TO SEND MONEY SAVED
According to the chart, 31% of customers deposit savings primarily to maximize profit, while 24.2% do so to mitigate risks associated with keeping money at home and to secure their property Additionally, 22% prioritize financial stability for themselves and their families, with 16.8% attracted by selected interest rates and promotions, and 5% motivated by other factors.
Chart 3: PERPOSE TO SEND MONEY SAVED
Want the ability to profit from that money
To avoid risks when keeping money at home, secure the property
For financial stability for yourself and your family Get attractive interest rates
The charts indicate that while customers express general satisfaction with the bank's savings deposit service, there remains a significant portion of clients who are uncertain about their experience, and some are dissatisfied with the services provided.
Table 7: Comparison table of interest rate
1 month 3 months 6 months 12 months 24 months 36 months
Are you satisfied with the deposit rate ?
Are you satisfied with the staff's service?
In the coming time, will you continue using the services of the bank?
Would you introduce your relatives and friends to use the bank's savings deposit service?
Very disagree Disagree Neutral Agree Very agree
Bank deposit interest rates vary based on the customer's term A comparison of the latest tenors reveals that Techcombank currently offers less competitive rates This indicates a need for Techcombank to revise its strategy to enhance its competitiveness in the market.
Table 8: SWOT of Techcombank Keangnam branch
- Techcombank Keangnam Branch is located in a crowded area, convenient transportation, right in the Keangnam
Building – Pham Hung street This will have a good effect on the image of the transaction
- The number of customers using the savings deposit service is abundant and stable
- Infrastructure: infrastructure and modern equipment
- Quality of savings deposit service
+ Product: Diverse products with many choices for customers
- Due to the shortage of personnel and the volume of transactions is too large, the transaction office has not handled the quality well
- Risk management is low, not able to predict risks
- The target customers are scattered in the area making product marketing difficult
- Vietnam's economy is on the rise,
Techcombank is also affirming its prestige and position in Vietnam and the world
- Modern information technology products were born, making it easy for customers to access banking products and services
Besides, the procedure is also faster and easier
- People's awareness and demand for savings is increasing, so it has created favorable conditions to promote the development of capital sources for banks
- Experienced employees move to work at other credit institutions because they are paid a higher salary than their current bank
- Customers are difficult, demanding products need to be more diverse, service quality is higher
- Competitive banks also create similar products.
KPI and KPR
During my internship, I aim to engage with at least five customers to promote our savings deposit service and gather their feedback on our offerings.
I did not convince any customers but I had contact them and 2 of them consider to talk further in details with my seniors
2.4.3 Host firm assessment and recommendation
In today's competitive banking landscape, customers have increasingly high expectations when selecting a bank, with interest rates playing a crucial role in their decision-making process for savings deposits While banks often raise interest rates to attract deposits and compete with one another, achieving high deposit targets requires a balanced approach Each bank possesses unique strengths and tailored development strategies, which emphasize maximizing profits through effective management of both deposit and lending activities Consequently, focusing solely on interest rates is not the most effective strategy for enhancing savings deposit services.
To enhance the quality of savings deposit services at banks, it is essential to focus on developing and strengthening the factors that influence customer satisfaction Key strategies include actively addressing customer feedback, improving service responsiveness, and ensuring competitive interest rates, all of which contribute to a more satisfying banking experience.
Regular training for staff on banking products and services is essential for enhancing their professional knowledge Implementing assessments helps ensure employees understand these offerings, enabling them to provide effective advice and implement optimal processes for customer care.
- Improve sales skills directly or indirectly ( by phone - Telesales )
*Enhance and innovate techniques and technologies:
To enhance savings deposit services, banks should implement advanced systems such as ATMs, telephone banking, and online banking accessible via mobile phones and computers This will enable customers to easily register for new services and conveniently check their account balances It is essential that these systems prioritize confidentiality and security to ensure a safe banking experience.
The quality and modernity of a bank's facilities play a crucial role in attracting customers, as they significantly influence their choice To effectively showcase the bank's scale and unique characteristics, investing in top-notch facilities is essential.
-Organize seminars, organize events, distribute leaflets, introduce products and services in densely populated areas (big roads, fairs, supermarkets, schools, )
- Funding for social welfare programs: awarding scholarships to poor students, kneeling in love, disaster relief, Those good images of the bank are well known in the mass media
To effectively grow its customer base, the bank must prioritize nurturing long-term relationships with existing clients through initiatives like customer conferences, thoughtful gift-giving, and the introduction of exclusive special offers.
We are committed to enhancing the quality of our services by diversifying our savings options and introducing innovative deposit products that provide greater convenience for our customers, ensuring they have a wider range of choices.
INTERNSHIP ASSESSMENT
The difficulties encountered
It is expected for me to encounter difficulties when doing a big project all by myself as a new comer in the internship:
When I began my internship, I quickly realized that my lack of knowledge and experience hindered my ability to effectively communicate with customers and senior staff The seriousness and professionalism of the working environment were completely new to me, and I made numerous mistakes due to my unfamiliarity with essential tasks like scanning and engaging with colleagues.
- Customers survey did not go as plan, I had a rather difficult time to make a questionnaire for the customers and did not get a lot of respond in the first time
- Dead line is a serious problem some part I almost did not finish in time, which I did not expect the workload be this big
So what I did to solved the problems is:
I am working on building a reliable relationship with my new friend, fostering mutual trust and support I actively seek their guidance on areas where I can improve, and I quickly learn from their insights and experiences.
- I ask advice from my tutor at school Mrs Do Phuong Thao on how I can do this questionnaire and she show me
- During my dead line what I did was that I had to make my project during night to have more time.
Internship gained
As like any other time after facing difficulties we always learn something from it And what I learnt is very important to me
- I learn how to manage time better, and predict the work load, making a better work plan After facing the dead line difficulty
- I expend my knowledge on banking service especially in savings deposit service and a good amount of overall work in the department
- I learn and got to train a lot more with the computer
- I have an overview of the banking industry It helps me a lot in the way of my future career plan
- I improve my communication skill, learned how to build relationships with my colleagues and the customers.
GENDER
The survey comprised 130 samples, with female customers representing a larger share at 62.3% (81 individuals) compared to male customers at 37.7% (49 individuals) This trend aligns with the observation that women typically manage household finances, leading to a greater interest in savings compared to men.
Table 3: Structure table of customer's age
The customer demographics at the branch reveal a significant age disparity, with the majority being over 45 years old, totaling 75 customers or 57.7% Those aged between 30 and 45 years comprise 39 customers, accounting for 30% The age group of 23 to 30 years includes 14 customers, representing 10.8%, while the youngest demographic, under 23 years old, consists of only 2 customers, making up 1.5% of the total.
JOB
The analysis reveals that the occupational group with the highest representation is the officer category, comprising 39.2% of the total Following this, the business sector accounts for 33.1%, indicating a significant financial presence In contrast, students, who generally have limited financial resources, represent only 1.5% of the customer base Additionally, retirees make up 13.8%, while other occupations account for 12.4%.
OfficerBusinessRetirementStudentOther
Table 4: Structure table of customer's monthly income
According to survey results, the highest income group is those earning between 5 million and less than 7 million, representing 36.9% of respondents This is followed by the group earning from 2 million to under 5 million, which accounts for 33.1% The group with incomes exceeding 7 million makes up 18.5%, while the lowest proportion, at 1.5%, consists of individuals earning below 2 million, primarily students, indicating a lower demand for services among this demographic.
*TERM OF DEPOSIT AT TECHCOMBANK KEANGNAM BRANCH
Table 5: The structure of saving deposit term
Term of savings deposit Frequency Ratio (%)
The survey results indicate that the majority of customers prefer short-term deposits, with 32.3% opting for terms of less than 3 months In contrast, only 19.2% choose to deposit for over 12 months The remaining deposit tenors show a closer distribution, with 24.6% of customers selecting terms from 3 to 6 months and 23.8% choosing terms from 6 to 12 months.
*TIME TO USE THE SAVINGS DEPOSIT SERVICE
Table 6: Time to use the savings deposit service of customers
The duration of customers' relationships with their bank serves as an indicator of their attachment to the institution According to the data, a significant majority of surveyed customers have utilized the bank's savings deposit services for an extended period: 19.2% have been customers for under a year, 36.2% for 1 to 3 years, and 43.1% for 3 to 5 years, while only 1.5% have been with the bank for over 5 years.
*PERPOSE OF USING THE SAVING DEPOSIT SEVICE AT TECHCOMBANK KEANGNAM BRANCH
PERPOSE TO SEND MONEY SAVED
According to the chart, 31% of customers deposit savings primarily to maximize profits, while 24.2% do so to mitigate risks associated with keeping money at home and to secure their property Additionally, 22% prioritize financial stability for themselves and their families, with 16.8% attracted by selected interest rates and promotions, and 5% citing other reasons.
Chart 3: PERPOSE TO SEND MONEY SAVED
Want the ability to profit from that money
To avoid risks when keeping money at home, secure the property
For financial stability for yourself and your family Get attractive interest rates
CUSTOMER SATISFACTION
The analysis of the charts indicates that while customers express a general satisfaction with the bank's savings deposit service, the overall satisfaction level remains moderate A significant portion of customers still harbors doubts, and there are notable instances of dissatisfaction with the services provided.
Table 7: Comparison table of interest rate
1 month 3 months 6 months 12 months 24 months 36 months
Are you satisfied with the deposit rate ?
Are you satisfied with the staff's service?
In the coming time, will you continue using the services of the bank?
Would you introduce your relatives and friends to use the bank's savings deposit service?
Very disagree Disagree Neutral Agree Very agree
Bank deposit interest rates are influenced by the duration of the deposit A comparison of the latest tenors reveals that Techcombank currently offers less competitive interest rates To enhance its market position, Techcombank must adopt a new strategy to improve its interest rates and better compete with other financial institutions.
Table 8: SWOT of Techcombank Keangnam branch
- Techcombank Keangnam Branch is located in a crowded area, convenient transportation, right in the Keangnam
Building – Pham Hung street This will have a good effect on the image of the transaction
- The number of customers using the savings deposit service is abundant and stable
- Infrastructure: infrastructure and modern equipment
- Quality of savings deposit service
+ Product: Diverse products with many choices for customers
- Due to the shortage of personnel and the volume of transactions is too large, the transaction office has not handled the quality well
- Risk management is low, not able to predict risks
- The target customers are scattered in the area making product marketing difficult
- Vietnam's economy is on the rise,
Techcombank is also affirming its prestige and position in Vietnam and the world
- Modern information technology products were born, making it easy for customers to access banking products and services
Besides, the procedure is also faster and easier
- People's awareness and demand for savings is increasing, so it has created favorable conditions to promote the development of capital sources for banks
- Experienced employees move to work at other credit institutions because they are paid a higher salary than their current bank
- Customers are difficult, demanding products need to be more diverse, service quality is higher
- Competitive banks also create similar products
During my internship, my goal is to engage with at least five customers to promote our savings deposit service, encouraging them to consider its benefits while also gathering valuable feedback on their experiences with our offerings.
I did not convince any customers but I had contact them and 2 of them consider to talk further in details with my seniors
2.4.3 Host firm assessment and recommendation
In today's competitive banking landscape, customers have increasingly high expectations when selecting a bank, with interest rates being a crucial factor in their decision to open savings accounts While banks may elevate interest rates to attract deposits, achieving high deposit targets requires a balanced approach to both deposit and lending activities Each bank possesses unique strengths and development strategies tailored to specific periods, indicating that interest rates alone are not the primary solution for enhancing savings deposit services.
To enhance the quality of savings deposit services at banks, it is essential to focus on developing and strengthening key factors that influence customer satisfaction Prioritizing these elements will ensure a more responsive approach to meeting the needs of clients.
Regular training for staff on banking products and services is essential By conducting tests, employees can deepen their understanding, enabling them to effectively advise customers and implement optimal processes for service delivery This knowledge enhances customer care and satisfaction.
- Improve sales skills directly or indirectly ( by phone - Telesales )
*Enhance and innovate techniques and technologies:
To enhance savings deposit services, banks should implement advanced systems such as ATMs, telephone banking, and home banking, as well as enable transactions via mobile phones and computers This will allow customers to easily register for new services and access their personal information to check account balances Importantly, these systems must prioritize confidentiality and security to ensure a safe trading environment for users.
The quality and modernity of a bank's facilities play a crucial role in attracting customers To effectively showcase the bank's scale and unique characteristics, significant investment in building top-notch facilities is essential.
-Organize seminars, organize events, distribute leaflets, introduce products and services in densely populated areas (big roads, fairs, supermarkets, schools, )
- Funding for social welfare programs: awarding scholarships to poor students, kneeling in love, disaster relief, Those good images of the bank are well known in the mass media
To foster long-term relationships with existing customers, banks should prioritize customer engagement through initiatives like hosting conferences, offering gifts, and introducing special promotional programs.
To enhance customer satisfaction, we are committed to continuously improving the quality of our services and diversifying our savings options By introducing innovative deposit products, we aim to provide users with greater convenience and a wider array of choices to meet their financial needs.
It is expected for me to encounter difficulties when doing a big project all by myself as a new comer in the internship:
When I began my internship, I quickly realized that my lack of knowledge and experience posed significant challenges I struggled with essential tasks such as scanning documents, communicating effectively with customers, and interacting with senior colleagues The professional atmosphere was unfamiliar and demanded a level of seriousness that I had not encountered before As a result, I made numerous mistakes throughout my internship due to my inexperience.
- Customers survey did not go as plan, I had a rather difficult time to make a questionnaire for the customers and did not get a lot of respond in the first time
- Dead line is a serious problem some part I almost did not finish in time, which I did not expect the workload be this big
So what I did to solved the problems is:
I am focused on building a reliable relationship with my new friend, seeking mutual support and trust I actively ask for guidance on areas where I can improve, and I quickly learn from their insights.
- I ask advice from my tutor at school Mrs Do Phuong Thao on how I can do this questionnaire and she show me
- During my dead line what I did was that I had to make my project during night to have more time
As like any other time after facing difficulties we always learn something from it And what I learnt is very important to me
- I learn how to manage time better, and predict the work load, making a better work plan After facing the dead line difficulty
- I expend my knowledge on banking service especially in savings deposit service and a good amount of overall work in the department
- I learn and got to train a lot more with the computer
- I have an overview of the banking industry It helps me a lot in the way of my future career plan
- I improve my communication skill, learned how to build relationships with my colleagues and the customers
My immediate short-term goals are:
- Complete and protect internship reports well
- Then spend time to family and friends
- Take more English communicate courses
-Besides, I also want to complete a course in office information technology for my future job
- I plan to study another 2nd degree in Accountain, which will help me get more oppotunity to find a good job in the future
- Find yourself a job that is right for your major
It's a difficult job for a graduate student, but I accept it within the first 1-2 years of doing jobs that are not in my field of study
- 2 years later I will become a bank officer or an accountant
- Financial freedom, self-mastery of the spirit, comfort in social activities
In today’s competitive market, enhancing socio-economic conditions is essential for banks like Techcombank Keangnam branch to maintain their position Continuous innovation is crucial for improving service quality, particularly in the area of savings deposit services for individual customers.
In recent years, the Techcombank Keangnam branch has significantly advanced its operations, achieving commendable results due to effective management, strategic business policies, and dedicated staff efforts By continuously enhancing knowledge and fostering strong customer relationships, the bank aims to ensure a comfortable and satisfying experience for its clients Customer satisfaction remains a crucial objective, especially amid intense competition, necessitating a deeper understanding of customer needs and satisfaction drivers to inform the bank's development strategies This article, titled "Improving the Savings Deposit Service for Individual Customers at Techcombank Keangnam Branch," summarizes the current state of savings deposit services and evaluates factors influencing customer satisfaction, ultimately proposing solutions to enhance customer engagement and loyalty.
This report aims to enhance the development and promotion of money-saving services for individual customers at the Vietinbank Phuc Yen branch Acknowledging my limited theoretical and practical knowledge, I recognize that the report may have shortcomings I welcome feedback and suggestions from teachers to improve the quality and completeness of this report.
CUSTOMER DEMAND SURVEY ON SERVICE OF TECHCOMBANK KEANGNAM BRANCH
I am a major in Finance - Banking - Insurance from the International Training Faculty of Commerce University affiliated with the Toulon University of France
Currently, I am an intern at Techcombank Keangnam branch and I’m doing an internship report with the subject: “Improving savings deposit service for individual customers at