IMPROVEMENT OF PERSONAL LENDING PRODUCTS IN RETAIL BANKING OF ANZ BANK, BRANCH IN HA NOI, VIET NAM

Abstract

The thesis was conducted to study about the current situation of personal lending activities in retail banking of ANZ Vietnam; the thesis also proposed some possible solutions for developing personal lending product policies at ANZ Vietnam. The research objectives of the thesis are to study and analyze current situation of personal lending product policies at ANZ Vietnam. Other objectives of thesis are to assess the quality of personal lending service at ANZ and propose solutions to improve personal lending product at ANZ Vietnam. The research is mainly based on in-depth interviews and questionnaire with existing and sales staff. The research methodologies used in the thesis are comparisons. Real figures and documents were collected from the annual report and newspaper as well as reports that are published in order to determine factors that affect the developing of personal lending activities and propose solution to develop retail banking operations. The research also pointed out ANZ’s strong points and weak points compared to competitors especially in products, process, and service. From the finding of the thesis, the author recommends some solution that ANZ can improve their personal lending business. Result and findings from this research should give contribution for academic community and for Bank ANZ, Ha Noi. The Bank must able to maintain product quality for adapting with Vietnamese market and achieve the goal to become a best foreigner retail bank in Vietnam.