PHIU KHO ST NH GI S HI LNG CA KHCH HNG I VI CC DCH V CA NGN HNG NN & PTNT CHI NHNH QUN NG HNH SN THNH

H PH NNG A. Mc ch - Nhm mong mun ci tin cht lng sn phm dch v ca Ngn hng NN & PTNT Qun Ng Hnh Sn Thnh Ph Nng, p ng nhu cu khch hng mt cch tt nht. - Thu thp s liu phc v cho lun vn tt nghip ca SV Ng Th Hng Phng hin ang hc ti Phn hiu i hc Nng ti KonTum Chng ti rt mong nhn c kin ca qu khch hng . kin ca qu khch l nhng thng tin qu gi i vi chng ti! Chng ti cam kt bo mt thng tin do khch hng cung cp. B. Thng tin iu tra Anh/Ch vui lng tr li cc cu hi bng cch nh du vo cc tr li hoc/v ghi vo ch trng thch hp I/Thng tin chung 1. Thi gian s dng dch v ca Ngn hng NN&PTNT Qun Ng Hnh Sn 1. < 1 nm 3. 2 nm di 3 nm 2. 1 nm di 2 nm 4. > 3 nm 2. Cc dch v khch hng ang s dng ti NH NN&PTNT Qun Ng Hnh Sn (C th chn nhiu s la chn ) a. Nhm sn phm tin gi 1. Tin gi thanh ton 2. Tin gi tit kim b. Nhm sn phm tn dng 1. Cho vay tiu dng 3. Cho vay SXKD c th 2. Dch v bo lnh c. Nhm dch v thanh ton trong nc 1. Cung cp thng tin ti khon 2. Chuyn tin 3. Sc 4. Thanh ton ha n 5. Gi nhiu ni rt nhiu ni d. Nhm sn phm thanh ton quc t 1. Chuyn tin quc t 3. Thanh ton nh thu 2. Th tn dng (L/C) e. Nhm sn phm th 1. Th ghi n ni a 3. Th tn dng quc t (VISA, Master) 2. Th ghi n quc t (VISA, Master) f. Nhm sn phm E-banking (Mobile Banking) 1. SMS Banking 3. APAYBILL 2. VnTopUp 4. ATRANSFER h. Nhm sn phm ngn qu v qun l tin t 1. Thu i tin 3. Chi tr lng ti khon 2. Kim nh tin tht tin gi g. Nhm sn phm khc 1. Mua bo him 2. Np ph bo him 3. Ngoi Ngn hng NN&PTNT Qun Ng Hnh Sn, Anh/ Ch vui lng cho bit mnh cn s dng dch v ca Ngn hng no khc khng? 1. C 2. Khng II/ Kho st mc hi lng ca khch hng c nhn khi giao dch vi Ngn hng NN&PTNT Qun Ng Hnh Sn Thnh Ph Nng.
Hon ton ng (1) ng (2) Bnh thng (3) Khng ng (4) Hon ton khng ng (5)

STT A 1

YU T tin cy L mt ngn hng c khch hng tn nhim

2 3 4 B 1 2 3 C 1 2 3 4 D 1 2 3 4 5 E 1 2 3 4 F 1 2 3 4 5 6

Ngn hng bo mt tt thng tin khch hng Nhn vin NH thc hin giao dch ng ngay t ln u tin Nhn vin NH lun ng gi, lun gi ng li ha vi khch hng Hiu qu phc v Nhn vin gii quyt khiu ni nhanh chng, hp l Nhn vin x l nghip v nhanh chng, chnh xc Nhn vin sn sng gip khch hng S cm thng Nhn vin NH lun quan tm n nhu cu ca tng khch hng Thi gian khch hng ch n lt giao dch ngn V tr im giao dch thun tin cho khch hng Giy t, biu mu, phiu s dng trong giao dch c thit k n gin, r rng Phng tin hu hnh 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 (TV, bn gh, bt vit, nh v sinh, bo, nc ung) Ni xe thun tin Cc chc nng trn my ATM, Mobilebanking c thit k d s dng S m bo Nhn vin NH lun n cn, lch thip, nh nhn vi khch hng Chng t giao dch r rng, d hiu Nhn vin tr li chnh xc v r rng cc thc mc ca khch hng. Lun cp thng tin kp thi, y v chnh xc cho khch hng Mc hi lng Nhn chung Anh/Ch hon ton hi lng vi cht lng dch v Nhn chung Anh/Ch hon ton hi lng vi gi c dch v Nhn chung, Anh/Ch hon ton hi lng vi quy trnh phc v Nhn chung, Ngn hng lun li n tng tt trong lng khch hng. Anh/ Ch s tip tc s dng dch v ca NH Mt cch tng qut, Anh/Ch hon ton hi lng khi giao dch vi ngn hng.

III/ kin khc ..................................................................................................................... ..................................................................................................................... ................................................................. Chn thnh cm n s ng gp kin ca Anh/ Ch