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BANKING

REPORT
Hanoi 20 | 05 | 2015
3 GENRES OF BANKING INDUSTRY:
RETAILS
CORPORATE
INVESTMENT
Bank Classification

9
Retail banking

19 Corporate banking

11 Investment banking
Card market share Vietinbank
Viettinbank
Agribank
0,94%
1,08% Vietcombank
1,45%
1,77%
DongABank
8,24% BIDV
2,41% 1,91% 21,38%
3,07% TMCP
3,57% Techcombank
9,74% ACB
19,51%
Eximbank
11,23%
13,70% MBBank
VIB bank
PG Bank
HD Bank
Other banks
Credit Card Market share

28,50%
28% Viettin bank
Vietinbank
Vietcombank
Sacombank
0,20% ACB bank
Techcombank
3,30% BIDV bank
4,40% NCB bank
5,40% Other banks
22,80%
7,30%
ATM Market share

14.7% Agribank
23.5% Vietcombank
13.5% Vietinbank
Vietinbank
3%
BIDV
3.3% Techcombank
5.3% 12.1% DongA Bank
7.3%
Sacombank
7.8% 9.5%
ACB
MBBank
Others
POS Market share
2.7%
2.72% 9.81% Vietinbank
2.83%
3.61% 32.66% Vietcombank
BIDV
6.05%
Agribank
7.04%
Eximbank
Sacombank
OceanBank
32.58% PG Bank
Others
Typical Products of Today Banking Service
Car and Home Loan with Online Banking
Online Saving Accounts
E-shopping

Trends in Banking Services for the Next Three Years


Mobile Banking
Social Banking
Big Data & Cloud for more efficient storage and lower
investment cost
Wearable & IOT (VIB already have My VIB watch)
BANKING SURVEY 2015
CUSTOMER
PERSPECTIVE
IDG has conducted an independent Banking Consumer
Behavior Survey to help Vietnamese commercial banks
gain more insights into their customers perspective. We
surveyed 1000 customers in randomly in some big bank
branches.. We focus on important issues such as factors
that influence customer bank choice, their
communication means with the banks, etc. Our results
yield interesting and useful information that is presented
below. We believe that the power of knowing what their
customers expect and experience will help banks make
critical decisions to improve the appropriate services
and gain customer loyalty.
Our question:
How these factors influences your bank choice
Our question:
How these factors influences your bank choice
Our question:
When you go to the bank, which factor make you
feel dissatisfaction?
Technical
factors
12%
Waiting time
Customer 40%
service
16%

Procedure for
a transaction
32%
Our question:
When you go to the bank, which factor make you
feel dissatisfaction?

Technical factors
12%

Customer service
16%
Waiting time
40%

Procedure for
a transaction
32%
PRODUCTS
SERVICES

OurOur
question:
question: How often do you use your bank products and
services?
How often do you use your bank products and services?

1-Occasionally 2-Sometimes 3-Often 4-Normally 5-Usually

Cash transfer 12% 62%

Loans 59% 7%

Savings 29% 26%

Card 19% 47%

Currency Trading 71% 7%

Other services 55% 12%

0% 25% 50% 75% 100%


PRODUCTS
SERVICES
Our question:
How often do you use your bank products and services?

Cash transfer 62%

Loans 59% 7%

Savings 26%

47%
Card

71% 7%
Currency Trading

55% 12%
Other services
COMMUNICATION

Our question:
What kind of communication do you refer most?
Our question: What kind of communication do you refer most?!

1 - Less priority 2 3 4 5- The most preferred

Mail 39% 8%

Email 19% 33%

Call-centre 12% 44%

SMS 12% 46%

Others (Ex: Mobile app) 59% 8%

0% 25% 50% 75% 100%


COMMUNICATION

Our question:
Our question: What kind of communication do you refer most?!
What kind of communication do you refer most?

Mail

Email

Call-centre

SMS

Others (Ex: Mobile app)


COMMUNICATION

Our question:
Our question: How do you access your bank?
bank?!
How do you access your bank?
Branches 27% 22%

ATMs 38% 31%

E-banking 36% 16%

Call-centre 32% 21% 6%

Others (Ex: Online mobile app)


33% 14% 5%
COMMUNICATION

Our question:
Our question: How do you access your bank?!
How do you access your bank?
1 - Less priority 2 3 4 5- The most preferred

Branches 33% 27% 22%

ATMs 23% 38% 31%

E-banking 27% 36% 16%

Call-centre 32% 21% 6%

Others (Ex: Online mobile app) 33% 14% 5%

0% 25% 50% 75% 100%


NEEDS Our question:
What area do you think your main bank needs to
improve in next 2 years?
28%
21%

14% 15%
11%
10%

2%