Danang University of Economics Sunderland University Degree Program

Total Quality Management Assignment #1

QUESTIONNAIRE
VIETCOMBANK
We are group 5 including Sophia, Vicky, Billy and Naive from SUD10 Danang University of Economics. We are doing research about the Vietnameses opinion about the Vietcombank. Therefore, we need your assistance to complete this survey. Please help us by doing the questionnaire below (Tick inside your answer or fill in the blank) 1. What is your gender? Male

Female 31 40

2. Which age groups do you belongs to? 14 - 20 21 30 41 50 over 51 3. What is your occupation? Employee Student 4. What is your income? <1 million 1-5million

Manager Retired Staff Other please specific _______________ 5-10 million >10 million

5. Have you ever used the Vietcombanks service? Yes No 6. How do you know Vietcombank? Friends Television Internet Newspaper/ Magazines Others please specific _________ 7. Which the type of account do you have in Vietcombank ? Personal Account Business Account

Both

8. What do you think about Vietcombank service? Very poor Loan Saving & Investment Online Banking Poor Neutral Good Very good

9. What is the preference when you phone Vietcombank? Answered by a person Answered by an automated system 10. Did we satisfy you when you phone Vietcombank? Yes No Other please specify ______________ 11. Please rate the representative of Vietcombank following? Yes Do we provide you with all the information you need? Do we explain our services and products clearly? Do we offer options to meet your specific needs? Do we demonstrate that you are a valued customer? Are we courteous and friendly? Are we knowledgeable and well-trained? Are we professional? 12. How would you rate the services you receive from Vietcombank? Excellent Good Satisfactory Poor 13. Why did you choose to bank with Vietcombank? Service / People Location / Convenient Banking products Rates and Free Pricing Other please specify ______________________________________ 14. Could you offer some suggestion for Vietcombank to develop in Vietnam?

No

THANK FOR YOUR ANSWER