PH LC 1

PHIU THU THP KIN KHCH HNG

(Khch hng c nhn)

Xin cho Qu ng (B)! Ti l sinh vin ca trng i hc Kinh t Nng. Hin nay ti ang thc hin chuyn thc tp v nh gi cht lng dch v ti ngn hng. Ti rt bit n nu ng (B) c th dnh cht t thi gian gip ti hon thnh phiu iu tra ny. Tt c nhng thng tin m ng (B) cung cp trong phiu iu tra ny s ch c s dng phc v cho mc ch hc tp. Xin ng (B) cho bit kin ca mnh bng cch nh du vo trng ().

I. THNG TIN CHUNG

1. Thi gian s dng dch v ca TechcomBank (TCB):

Di 1 nm 2 nm di 3 nm 1 nm - di 2 nm Trn 3 nm 2. Sn phm/Dch v Anh/Ch ang s dng ti TechcomBank (C th chn nhiu la chn khc nhau) Tin gi tit kim Tn dng c nhn Tin gi thanh ton Th Chuyn tin Kiu hi Thanh ton t ng Khc: 3. Ngoi TCB, Anh/Ch vui lng cho bit c s dng Sn phm/Dch v ca ngn hng khc khng? C Khng

Nu c, vui lng cho bit Anh/Ch ang s dng sn phm/dch v g: ca Ngn hng:

II. NH GI CHT LNG DCH V NGN HNG TECHCOMBANK

1. Anh/Ch vui lng cho bit 3 yu t quan trng nht lm tho mn khch hng ti Ngn hng TECHCOMBANK trong 10 yu t c lit k bn di:
Vui lng cho bit mc quan trng t 1 n 3 ca 3 yu t m Anh/Ch nh gi l quan trng nht (Trong , 1 l mc quan trng nht, 2 l quan trng nh...) MC MC YU T QUAN YU T QUAN TRNG TRNG
Uy tn ca ngn hng Gi (Li sut, Ph) Sn phm a dng p ng nhu cu khch hng Cc th tc n gin Cung cp thng tin y , kp thi K nng, trnh nghip v ca nhn vin Thi ca nhn vin i vi khch hng Mng li giao dch rng khp

YU T Thi gian thc hin giao dch

MC QUAN TRNG

YU T C s vt cht, tin nghi phc v khch hng

MC QUAN TRNG

2. nh gi ca khch hng v cht lng dch v ti Ngn Hng TECHCOMBANK Anh/Ch vui lng cho bit mc ng ca Anh/Ch vi nhng pht biu trong bng sau: (nh du X vo thch hp, vui lng khng trng) Hon Hon ton Khng Bnh ng STT YU T ton khng ng thng ng ng
A 1 2 3 4 5 6 7 B 8 9 10 11 C 12 13 14 D 15 16 17 18 19 E 20 21 22 F 23 24 TIN CY TCB l ngn hng c khch hng tn nhim TCB bo mt tt thng tin khch hng H thng my ATM lun hot ng tt Giy t, biu mu, phiu s dng trong giao dch c thit k n gin, r rng Th tc thc hin giao dch ti TCB n gin, thun tin Thi gian x l giao dch ti TCB nhanh Thi gian khch hng ngi ch n lt giao dch ngn PHN HI Nhn vin TCB hng dn th tc cho khch hng y v d hiu Nhn vin TCB c thi lch thip, thn thin vi khch hng Nhn vin TCB phc v cng bng vi tt c khch hng ca mnh Nhn vin TCB sn sng gip khch hng K NNG Nhn vin TCB t vn v tr li tha ng cc thc mc ca KH Nhn vin TCB gii quyt khiu ni nhanh chng, hp l Nhn vin TCB x l nghip v nhanh chng, chnh xc TIP CN Mng li giao dch rng khp Cch b tr cc quy giao dch hp l, gip khch hng d nhn bit Cc tin nghi phc v khch hng tt (Trang thit b, nh v sinh, bo, nc ung...) Ni xe thun tin Cc chc nng trn my ATM, Internet Banking... c thit k d s dng. THNG TIN Thng tin TCB cung cp cho khch hng lun chnh xc v y Thng tin do TCB cung cp d tip cn (web, bo ch, t ri, ...) TCB lun cung cp thng tin kp thi cho khch hng CHT LNG SN PHM Ph giao dch hp l Mc li sut hp dn

STT 25

YU T Sn phm a dng, p ng nhu cu ca khch hng

Hon Hon ton Khng Bnh ng ton khng ng thng ng ng

3. Tm li, Anh/Ch cm thy tha mn nh th no i vi cht lng dch v ti TCB (cho im t 1 n 5 tng ng vi rt thch v rt khng thch): _____________________________________________

4. Anh/Ch sn sng tm n TechcomBank khi c nhu cu trong thi gian ti? C Khng Cha r

5. Anh/Ch c xem TechcomBank l ngn hng chnh thc trong vic thc hin cc giao dch ca mnh? C Khng

6. Anh/Ch vui lng cho bit mc thu nhp hng thng ca mnh: Di 2 triu 10 triu di 20 triu 2 triu di 5 triu Trn 20 triu 5 triu di 10 triu

III. KIN KHC (Ngoi cc ni dung ni trn, Anh/Ch cn c kin no khc, vui lng ghi r di y nhm
gip Ngn hng TECHCOMBANK ci tin cung cp n Anh/Ch cc sn phm dch v cht lng tt hn)

IV. THNG TIN C NHN H tn: ....................................................................................... Nam tui: 18-29 tui 30-45 tui i hc 46-60 tui Cao ng/Trung cp Trnh hc vn: Trn i hc N Khc PTTH Khc

a ch lin lc: ......................................................................... in thoi lin lc: ......................................................

Chn thnh cm n s ng gp kin ca Anh/Ch!