ngân hàng/thanh toán ở việt nam 12/2011
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TRANSCRIPT
The first agency in Vietnam certified 20252 by British Standards InstituteMarketing Research Association, USA
Market research top-line Dec 2011
HCM HA NOI DA NANG
BANKING/BANK-CARD AND INSURANCE
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Viettrack - December 2011:
Sampling size : N=300;
HCM = HN = DN = 100
Sex: Male/Female
Economic class: ABCDEF
Age: 24 - 45
BANKING SERVICE
BANK AWARENESS
Top 5 banks which are aware the most are Vietcombank, Agribank, DongABank, Techcombank andSacombank.
Vietcombank has the highest TOM awareness, especially in HN with TOM 38%; next are Agribank &DongABank, dominant in DN with TOM 26% & 25%, respectively.
26
15
14
11
9
8
4
62
54
34
52
20
26
59
98
93
85
95
72
81
92
Vietcombank
Agribank
DongABank
Techcombank
VietinBank
ACB
Sacombank
TOM Unadded awareness Added awareness24
7
16
7
6
14
7
56
53
32
56
15
30
72
96
93
88
93
73
87
98
38
13
19
16
55
50
25
45
29
27
21
98
88
73
97
73
77
80
17
26
25
7
4
8
3
75
59
46
54
16
22
83
99
99
93
95
71
79
99
Total HCM HN DN
N=300 N=100 N=100 N=100
%
Hanoi market is dominant by a few big players, such as Vietcombank, Techcombank, VietinBank whileHCMC and Danang market is fragmented by many bank players
DongABank and Agribank are performing quite well in Danang market.
BANKS – CURRENTLY USE
28
19
18
14
12
9
8
Vietcombank
DongABank
Agribank
Techcombank
VietinBank
ACB
Sacombank
19
23
11
8
10
16
12
44
3
15
21
21
3
2
20
32
27
13
5
9
9
Total HCM HN DN
N=300 N=100 N=100 N=100
%
BANK - SERVICE AWARENESS In general, customers know most of bank services, however they only used few bank services. Saving account and deposit/transfer service are the major services to be aware and used the most across three cities. Seems that Hanoi customers are using the Saving account service more than those from the other two cities. In HCM, people tend to pay Electricity/water bill via bank
99
97
67
64
48
44
42
40
70
86
-
3
-
9
Saving account
Deposit money toaccount/transfer
Loans for house
Automobile loans
Consumption loans
Loans for studyabroad
Consultant Finance
Electricity/water/Telephone bill Payment
Prompted awareness Current use
99
99
62
62
65
50
47
64
61
96
0
23
99
94
51
53
39
35
45
30
82
81
2
9
0
2
100
98
88
77
40
47
33
27
66
80
2
3
Total HCM HN DN
N=300 N=100 N=100 N=100
%
In general, customer know all types of transaction. The most popular and preferred form of transaction is direct transaction at the counter.
BANK - TYPE OF TRANSACTION
100
100
100
82
Awareness
Trial
Current use
Most preferred
At thecounter
SMSBanking
Mobilebanking
InternetBanking
76
61
52
10
48
26
23
1
52
30
29
5
HomeBanking
27
9
9
1
%
Based on total N=300
INFLUENCE FACTORS WHEN CHOOSING A BANK
Prestige of the bank is a key factor affecting on decision of consumer in three cities when they arechoosing a bank for the transaction. Next is working attitude of bank staff, customers in HCM and HNpay more attention than customers in DN.
Paperwork/transaction is also impact on customers when choosing a bank, especially in HN & DN
85
50
64
40
9
20
22
10
77
70
64
27
23
21
10
8
Total
85
69
45
27
33
13
19
9
82
63
58
31
22
18
17
9
Prestige of bank
Work attitude of Bank staff
Paperwork/transaction
Interest rate
Location of the bank
Interest rate stable
Origin of Bank
Customer care
HCM HN DN
N=300 N=100 N=100 N=100
%
REASONS FOR DISSATISFIED WITH THE BANK In general, customers in all three cities are satisfied when dealing with current banks. Around 32% of
customers dissatisfied with the bank they currently use. But HCM customers less satisfied with the paperwork / transaction time and work attitude of bank staff
than customers in HN and DN, they are less concerned about interest rates than others
27
21
50
21
47
6
44
50
22
16
31
6
69
38
31
63
13
16
46
36
35
33
31
9
Paperwork/transaction time
Interest rate unstable
Customer care is not good
Work attitude of bank staff
Interest rate
Don’t sure about pretise ofthe bank
Total HCM HN DN
N=98 N=32 N=32 N=34
67% 33% 68% 32% 68% 32% 66% 34%
%
BANK TYPE PREFERRED TO DEAL WITH THE MOST
In all three cities, customers interested in dealing with State Bank the most, especially in DN. Customers in HN seem less fussy in choosing the bank type than in two other cities. Private banks seem more dominant in DN, and Joint-stock banks is more dominant in HN than
others
44%
46%
28%
58%
24%
24%
18%
30%
17%
15%
26%
9%
8%
6%
16%
7%
9%
12%
Total
HCM
Hanoi
Danang
State Bank Private Bank Joint stock Bank Joint venture Foreign Bank
Based on HCM = HN = DN = 100
BANK - CARD
BANK - CARDS
Cash card (ATM) is the most popular card type in the market across the cities. Penetration of credit card and debit card is still low in the market.
97
5
3
Cash card (ATM)
Debit card
Credit card
Total HCM HN DN
100
4
6
96
4
3
95
8
1
N=300 N=100 N=100 N=100
%
BANK - DEBIT CARD BRAND CURRENT USED
In overall, Visa Card is using the most, followed by MasterCard, particularly in HCM and DN But in HN, Epartner card of VietinBank is using the most
75
25
25
25
25
50
25
88
25
13
63
19
13
13
6
6
6
Visa
Mastercard
F@staccess
Epartner card
Connect 24
The Da Nang
Success
Total HCM HN DN
N=16 N=4 N=4 N=8
%
* Sample is too small
BANK - PURPOSE OF USING CARD
Most people using the card for withdrawing cash from ATM machine, next is for transfertheir money.
Based on Total N=300 (HCM = HN = DN = 100)
100
100
100
100
13
30
3
7
8
16
5
3
56
39
62
66
2
5
1
1
Total
HCM
Hanoi
Danang
Withdraw cash at ATM machines Electricity,water, telephone bill Eating,drinking & shopping
Transfering Spending when going abroad
BANK - WHERE TO USE CARD (Domestic)
In overall, the card is used at ATM machines is essential. In HCM, there are many customers using the card to pay at supermarkets and shopping
centers than the two other cities.
N=100 N=100
100
21
19
5
4
Withdraw cash in ATM machine
Supermarket/ Metro
Shopping center
Cafe/ Restaurant
Hotel
Total HCM HN DN
100
31
30
5
3
100
17
13
8
7
100
14
15
N=300 N=100
%
INSURANCE SERVICES
INSURANCE COMPANY - AWARENESS
Bao Viet Insurance Company has highest awareness in all three areas, next is Prudential
20
5
55
8
3
1
58
43
38
38
27
20
93
77
98
85
68
47
Prudential
AIA
Bao Viet
Bao Minh
AAA
Chinfon Manulife
TOM Unadded awareness Added awarenesss
24
4
45
7
7
1
59
34
43
37
22
25
95
65
95
87
67
49
15
8
69
3
51
52
28
32
22
17
94
92
98
71
52
55
19
3
56
11
2
1
63
46
40
43
35
18
90
79
100
93
80
39
Total HCM HN DN
N=265 N=100 N=65 N=100
%
INSURANCE COMPANY – CURRENT USE
In three cities, Bao Viet is more dominant than others in using level, next is Bao Minh (especially in DNwith 25%), and Petrolimex-Pjico (especially in HCM with 24%).
Prudential, AAA and Vietnam Social insurance company seem is dominant in DN than other cities
65
19
15
13
10
7
4
3
Bao Viet
Bao Minh
PETROLIMEX -PJICO
Prudential
AAA
Social InsuranceCompany Vietnam
Vien Dong Insurance(VASS)
AIA
54
15
24
8
5
2
1
2
62
14
12
14
2
8
78
25
8
16
21
17
10
2
Total HCM HN DN%
N=265 N=100 N=65 N=100
INSURANCE TYPE
Medical insurance and motorcycle insurance are two types of insurance are aware and used more thanother types of insurance, particularly in DN area.
Life insurance also has good awareness, but low use level, this type of insurance is dominant in DN than inthe two other cities.
Customers in DN seem to aware and use insurance more than in HCM and HN.
97
95
65
81
69
62
38
85
74
23
20
19
16
Medical insurance
Motorbike insurance
Health insurance
Life insurance
Employer's accidentliability insurance
Individual's accidentliability insurance
Unemployedinsurance
Awareness Current use
98
99
65
75
60
53
50
82
78
18
9
5
10
20
92
85
57
86
60
43
17
68
55
11
8
3
100
98
71
83
83
83
40
99
83
37
35
41
30
1
Total HCM HN DN%
N=265 N=100 N=65 N=100
INFORMATION SOURCE TO AWARE INSURANCE TYPE
Most people aware of insurance type through introduction from friends / colleagues, next is Direct contactfrom insurance company’s staff.
Consumer in DN seem to pay attention to insurance company through magazine and internet thancustomers in HCM and HN
Especially just few people try to find the information by themselves.
90
54
34
27
2
Colleague/friend
Direct contact fromInsurance company's
staff
Newspaper/Magazine
Internet
Learn aboutinformation by myself
81
46
18
22
6
91
65
28
26
98
56
54
33
Total HCM HN DN
N=265 N=100 N=65 N=100
%
NUMBER OF PEOPLE HAVE INSURANCE IN HOUSEHOLD
49
22
21
9
More than 3 people
3 people
2 people
1 people
31
29
33
7
34
25
22
20
76
12
8
4
Total HCM HN DN
%
N=265 N=100 N=65 N=100
Thank you
The first agency in Vietnam certified 20252 by British Standards InstituteMarketing Research Association, USA