NÂNG CAO CHẤT LƯỢNG TÍN DỤNG TẠI NGÂN HÀNG THƯƠNG MẠI CỔ PHẦN NGOẠI THƯƠNG VIỆT NAM - CHI NHÁNH THANH HÓA

Abstract

Credit quality is one of the important issues that Joint Stock Commercial Bank for Foreign Trade of Vietnam - Thanh Hoa Branch has been concerned about in recent times, because it is the central activity of the bank and ensures its operational goals which are safe and effective. The research topic uses a combination of primary and secondary data to evaluate the current status of credit quality at VCB - Thanh Hoa Branch including: (1) Quality assessment criteria from the bank; (2) Indicators to evaluate customer satisfaction with credit quality based on the Servqual scale with 05 factors: Reliability, Responsiveness, Assurance, Empathy and Tangible. The results of assessing the current situation of the study are the basis for orienting solutions to improve the quality of credit activities at VCB - Thanh Hoa Branch in the coming time.