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BANKING REPORT Hanoi 20 | 05 | 2015

BANKING

REPORT

Hanoi

20 | 05 | 2015

3 GENRES OF BANKING INDUSTRY:

RETAILS

CORPORATE

INVESTMENT

Bank Classification

9 19 11
9
19
11

Retail bankingBank Classification 9 19 11 Corporate banking Investment banking

Corporate bankingBank Classification 9 19 11 Retail banking Investment banking

Investment bankingBank Classification 9 19 11 Retail banking Corporate banking

Card market share

0,94%

1,08% 1,45% 1,77% 8,24% 2,41% 1,91% 21,38% 9,74% 19,51% 11,23% 13,70%
1,08%
1,45%
1,77%
8,24%
2,41% 1,91%
21,38%
9,74%
19,51%
11,23%
13,70%

3,07%

3,57%

Viettinbank Vietinbank Vietinbank

Agribank19,51% 11,23% 13,70% 3,07% 3,57% Viettinbank Vietinbank Vietcombank DongABank BIDV TMCP Techcombank ACB Eximbank

Vietcombank11,23% 13,70% 3,07% 3,57% Viettinbank Vietinbank Agribank DongABank BIDV TMCP Techcombank ACB Eximbank MBBank VIB bank

DongABank3,07% 3,57% Viettinbank Vietinbank Agribank Vietcombank BIDV TMCP Techcombank ACB Eximbank MBBank VIB bank PG Bank

BIDV3,57% Viettinbank Vietinbank Agribank Vietcombank DongABank TMCP Techcombank ACB Eximbank MBBank VIB bank PG Bank HD

TMCPViettinbank Vietinbank Agribank Vietcombank DongABank BIDV Techcombank ACB Eximbank MBBank VIB bank PG Bank HD Bank

TechcombankViettinbank Vietinbank Agribank Vietcombank DongABank BIDV TMCP ACB Eximbank MBBank VIB bank PG Bank HD Bank

ACBVietinbank Agribank Vietcombank DongABank BIDV TMCP Techcombank Eximbank MBBank VIB bank PG Bank HD Bank Other

EximbankVietinbank Agribank Vietcombank DongABank BIDV TMCP Techcombank ACB MBBank VIB bank PG Bank HD Bank Other

MBBankVietinbank Agribank Vietcombank DongABank BIDV TMCP Techcombank ACB Eximbank VIB bank PG Bank HD Bank Other

VIB bankVietinbank Agribank Vietcombank DongABank BIDV TMCP Techcombank ACB Eximbank MBBank PG Bank HD Bank Other banks

PG BankVietinbank Agribank Vietcombank DongABank BIDV TMCP Techcombank ACB Eximbank MBBank VIB bank HD Bank Other banks

HD BankVietinbank Agribank Vietcombank DongABank BIDV TMCP Techcombank ACB Eximbank MBBank VIB bank PG Bank Other banks

Other banksViettinbank Vietinbank Agribank Vietcombank DongABank BIDV TMCP Techcombank ACB Eximbank MBBank VIB bank PG Bank HD

Credit Card Market share

28,50% 28% 5,40% 22,80% 7,30%
28,50%
28%
5,40%
22,80%
7,30%

0,20%

3,30%

4,40%

Viettin VietinVietinbbankank bank VietinVietinbbankank bank

Vietcombank7,30% 0,20% 3,30% 4,40% Viettin VietinVietinbbankank bank Sacombank ACB bank Techcombank BIDV bank NCB bank Other

Sacombank0,20% 3,30% 4,40% Viettin VietinVietinbbankank bank Vietcombank ACB bank Techcombank BIDV bank NCB bank Other banks

ACB bank0,20% 3,30% 4,40% Viettin VietinVietinbbankank bank Vietcombank Sacombank Techcombank BIDV bank NCB bank Other banks

Techcombank7,30% 0,20% 3,30% 4,40% Viettin VietinVietinbbankank bank Vietcombank Sacombank ACB bank BIDV bank NCB bank Other

BIDV bank0,20% 3,30% 4,40% Viettin VietinVietinbbankank bank Vietcombank Sacombank ACB bank Techcombank NCB bank Other banks

NCB bank0,20% 3,30% 4,40% Viettin VietinVietinbbankank bank Vietcombank Sacombank ACB bank Techcombank BIDV bank Other banks

Other banks7,30% 0,20% 3,30% 4,40% Viettin VietinVietinbbankank bank Vietcombank Sacombank ACB bank Techcombank BIDV bank NCB bank

ATM Market share

14.7% 23.5% 13.5% 5.3% 12.1% 7.3% 7.8% 9.5%
14.7%
23.5%
13.5%
5.3%
12.1%
7.3%
7.8%
9.5%

3%

3.3%

Agribank14.7% 23.5% 13.5% 5.3% 12.1% 7.3% 7.8% 9.5% 3% 3.3% Vietcombank Vietinbank Vietinbank BIDV Techcombank DongA

Vietcombank23.5% 13.5% 5.3% 12.1% 7.3% 7.8% 9.5% 3% 3.3% Agribank Vietinbank Vietinbank BIDV Techcombank DongA Bank

Vietinbank Vietinbank Vietinbank

BIDV7.3% 7.8% 9.5% 3% 3.3% Agribank Vietcombank Vietinbank Vietinbank Techcombank DongA Bank Sacombank ACB MBBank Others

Techcombank12.1% 7.3% 7.8% 9.5% 3% 3.3% Agribank Vietcombank Vietinbank Vietinbank BIDV DongA Bank Sacombank ACB MBBank

DongA Bank12.1% 7.3% 7.8% 9.5% 3% 3.3% Agribank Vietcombank Vietinbank Vietinbank BIDV Techcombank Sacombank ACB MBBank Others

Sacombank12.1% 7.3% 7.8% 9.5% 3% 3.3% Agribank Vietcombank Vietinbank Vietinbank BIDV Techcombank DongA Bank ACB MBBank

ACB7.3% 7.8% 9.5% 3% 3.3% Agribank Vietcombank Vietinbank Vietinbank BIDV Techcombank DongA Bank Sacombank MBBank Others

MBBank7.3% 7.8% 9.5% 3% 3.3% Agribank Vietcombank Vietinbank Vietinbank BIDV Techcombank DongA Bank Sacombank ACB Others

Others7.3% 7.8% 9.5% 3% 3.3% Agribank Vietcombank Vietinbank Vietinbank BIDV Techcombank DongA Bank Sacombank ACB MBBank

POS Market share

2.7% 2.72% 9.81% 32.66% 3.61% 6.05% 7.04% 32.58%
2.7%
2.72%
9.81%
32.66%
3.61%
6.05%
7.04%
32.58%

2.83%

Vietinbank2.72% 9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietcombank BIDV Agribank Eximbank Sacombank OceanBank PG

Vietcombank9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank BIDV Agribank Eximbank Sacombank OceanBank PG Bank Others

BIDV32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank Vietcombank Agribank Eximbank Sacombank OceanBank PG Bank Others

Agribank9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank Vietcombank BIDV Eximbank Sacombank OceanBank PG Bank Others

Eximbank9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank Vietcombank BIDV Agribank Sacombank OceanBank PG Bank Others

Sacombank9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank Vietcombank BIDV Agribank Eximbank OceanBank PG Bank Others

OceanBank9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank Vietcombank BIDV Agribank Eximbank Sacombank PG Bank Others

PG Bank9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank Vietcombank BIDV Agribank Eximbank Sacombank OceanBank Others

Others9.81% 32.66% 3.61% 6.05% 7.04% 32.58% 2.83% Vietinbank Vietcombank BIDV Agribank Eximbank Sacombank OceanBank PG Bank

Typical Products of Today Banking Service • Car and Home Loan with Online Banking •

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.

and experience will help banks make critical decisions to improve the appropriate services and gain customer

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% Customer service 16% Procedure for a transaction
Technical
factors
12%
Customer
service
16%
Procedure for
a transaction

32%

Waiting time

40%

Our question:

“When you go to the bank, which factor make you feel dissatisfaction?”

to the bank, which factor make you feel dissatisfaction?” Technical factors 12% Customer service 16% Procedure
to the bank, which factor make you feel dissatisfaction?” Technical factors 12% Customer service 16% Procedure

Technical factors

12%

Customer service

16%

Procedure for a transaction

32%

Waiting time

40%

PRODUCTS

SERVICES

Our question: Our question: “How often d o you use your ba nk products and
Our question:
Our question: “How often d o you use your ba nk 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

Loans

Savings

Card

Currency Trading

Other services

12% 62% 59% 7% 29% 26% 19% 47% 71% 7% 55% 12%
12%
62%
59%
7%
29%
26%
19%
47%
71%
7%
55%
12%

0%

25%

50%

75%

100%

PRODUCTS

SERVICES

Our question:

“How often do you use your bank products and services?”

Cash transfer Loans Savings Card Currency Trading Other services
Cash transfer
Loans
Savings
Card
Currency Trading
Other services
62% 59% 7% 26% 47% 71% 7% 12%
62%
59%
7%
26%
47%
71%
7%
12%
Cash transfer Loans Savings Card Currency Trading Other services 62% 59% 7% 26% 47% 71% 7%
Cash transfer Loans Savings Card Currency Trading Other services 62% 59% 7% 26% 47% 71% 7%
55%
55%

COMMUNICATION

Our question:

“What kind of communication do you refer most?”

Our question: “W hat kind of com m unication do you refer m ost?”!

“W hat kind of com m unication do you refer m ost?” ! Mail Email Call-centre

Mail

Email

Call-centre

SMS

Others (Ex: Mobile app)

1 - Less priority

Call-centre SMS Others (Ex: Mobile app) 1 - Less priority 2 3 4 5- The most

2

Call-centre SMS Others (Ex: Mobile app) 1 - Less priority 2 3 4 5- The most

3

SMS Others (Ex: Mobile app) 1 - Less priority 2 3 4 5- The most preferred

4

SMS Others (Ex: Mobile app) 1 - Less priority 2 3 4 5- The most preferred

5- The most preferred

39% 8% 19% 33% 12% 44% 12% 46% 59% 8%
39%
8%
19%
33%
12%
44%
12%
46%
59%
8%

0%

25%

50%

75%

100%

COMMUNICATION

Our question:

Our question: “W hat kind of communication do you refer most?”!

“What kind of communication do you refer most?”

Mail Email Call-centre SMS Others (Ex: Mobile app)
Mail
Email
Call-centre
SMS
Others (Ex: Mobile app)
most?” ! “What kind of communication do you refer most?” Mail Email Call-centre SMS Others (Ex:

COMMUNICATION

COMMUNICATION

Our question:

“How do you access your bank?”

Branches ATMs E-banking Call-centre Others (Ex: Online mobile app)
Branches
ATMs
E-banking
Call-centre
Others (Ex: Online mobile app)

38%

Our question: “How do you access your bank?”!

Our question: “How do you access your bank?”

 

27%

22%

31%

36%

16%

32%

 

21%

6%

33%

14%

5%

COMMUNICATION

Our question:

Our question: “How do you access your bank?”!

“How do you access your bank?”

Branches

ATMs

E-banking

Call-centre

Others (Ex: Online mobile app)

1 - Less priorityATMs E-banking Call-centre Others (Ex: Online mobile app) 2 3 4 5- The most preferred 33%

Call-centre Others (Ex: Online mobile app) 1 - Less priority 2 3 4 5- The most

2

Others (Ex: Online mobile app) 1 - Less priority 2 3 4 5- The most preferred

3

Others (Ex: Online mobile app) 1 - Less priority 2 3 4 5- The most preferred

4

Others (Ex: Online mobile app) 1 - Less priority 2 3 4 5- The most preferred

5- The most preferred

33% 27% 22% 23% 38% 31% 27% 36% 16% 32% 21% 6% 33% 14% 5%
33%
27%
22%
23%
38%
31%
27%
36%
16%
32%
21%
6%
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?”

21%

28%

14%

11%

15%

10%

question: “What area do you think your main bank needs to improve in next 2 years?”

2%

question: “What area do you think your main bank needs to improve in next 2 years?”