Đang tải... (xem toàn văn)
Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market
APPENDIX Survey about the level of satisfaction of customer to the consultation service of securities companies in Hanoi Stock Market Page | Objective: We are students from FTU University, Faculty of International education At the moment, we are researching about the consultation service at securities companies in Ha Noi stock market The result of this questionnaire will help us answer more clearly about the interest of the customer to the consultation service and level of satisfaction to that service in securities companies in Ha Noi The result of this questionnaire will help us to get the fact data into our research We hope that you will take your time to answer the questions below Thank you very much!!! Secure: Private information of respondents will be totally secured The result of the questionnaire will be displayed in percentage Note: Please choose a correct answer for each question I General information How long have you invested in the stock market? □ A Under months □ B From months to 12 months □ C More than one year Within three months recently, you often execute trade? □ A 1-2 times/ week □ B 3-4 times/ week □ C Daily □ D Others: Page | ………………………………………………………………… Please choose the reason from the options below to tell us why you choose this securities company for trading?( maximum choices) □ A There are many options of service □ B High quality of service □ C Prestige of the securities company □ D Low trading fee □ E Know about the company through relative/friend □ F Others: ………………………………………………………………… II Service of securities company: Does your securities company you are register, initiatively provide you with the information about the present stock market? □ A No □ B Yes: If yes, you satisfied with the information you received? □ A Totally satisfied □ B Partly satisfied □ C Normal □ D Partly unsatisfied □ E Totally unsatisfied Page | Do you use the consultation service of this security company? □ A Yes (Move to part A) □ B No (Move to part B) A This part is for the customer used/using the consultation service of company Do the consultations, analyze of the stock broker affect on your investing decision? □ A Totally influence □ B Partly influence □ C Influence At your point of view, are the information which were given by the stock broker helpful for the investor using consultation service? □ A Totally agree □ B Partly agree □ C Difficult to answer □ D Partly disagree Do you think your stock broker have these manifestations? □ A Advice the investor to carry out many transaction to earn profit □ B Using the investor’s account irregularly □ C Using the transactions of customer with bad purpose (get Page | benefit, impact to the market badly) □ D Others: ……………………………………… ………………………………………………………………………………… ………………………………………………………………………………… How you evaluate about the truthful level of your present stock broker? □ A Totally believable □ B Partly believable □ C No ideas B This part is for the customer not using the consultation service: 10.For what reason you not use the consultation service of the securities company? □ A High fee □ B Not know about the service □ C Quality of the service is not good enough □ D Others: ………………………………………………………………… ………………………………………………………………………… ……… ………………………………………………………………………… Page | ……… 11.Do you have any suggestion for the improvement of the consultation service, brokerage: □ A Reduce trading fee □ B Improve more skilled for the stock brokers □ C The company should create some policies, regulations which strictly define authorization and obligation of the stock broker □ D Others: … ……………………………………………………………… … ………………………………………………………………… ………………………………………………………………………… ………………… III Other information: 12.Sex : □ A Male 13.Occupation: □ A Officer □ B Student □ C Housework □ B Female □ D Others: 14.How much is your capital when you join the stock market? Page | □ A Under 100millions □ B 100-500 millions □ C 500 millions – billion □ D More than billion Thanks for your cooperation! APPENDIX Q1 Time investment Cumulative Frequency Valid Percent Valid Percent Percent 12mths 122 79.2 79.2 100.0 Total 154 100.0 100.0 Q2 Recent transaction time Valid Frequency Percent Cumulative Percent Percent Valid 1-2times/week 40 26.0 26.0 26.0 3-4times/week 32 20.8 20.8 46.8 Everyday 78 50.6 50.6 97.4 2.6 2.6 100.0 154 100.0 100.0 Page | Others Total 3.1 Q3.A Cumulative Frequency Valid Percent Valid Percent Percent Yes 54 35.1 35.1 35.1 No 98 63.6 63.6 98.7 3.00 1.3 1.3 100.0 154 100.0 100.0 Total 3.2 Q3.B Cumulative Frequency Valid Percent Valid Percent Percent Yes 48 31.2 31.2 31.2 No 106 68.8 68.8 100.0 Total 154 100.0 100.0 Page | 3.3 Q3.C Cumulative Frequency Valid Percent Valid Percent Percent Yes 58 37.7 37.7 37.7 No 96 62.3 62.3 100.0 154 100.0 100.0 Total 3.4 Q3.D Cumulative Frequency Valid Percent Valid Percent Percent Yes 18 11.7 11.7 11.7 No 136 88.3 88.3 100.0 Total 154 100.0 100.0 3.5 Q3.E Cumulative Frequency Valid Percent Valid Percent Percent 38 24.7 24.7 24.7 No 116 75.3 75.3 100.0 Total 3.6 Q3.F Yes 154 100.0 100.0 Cumulative Frequency Page | Valid Percent Valid Percent Percent Yes 26 16.9 16.9 16.9 No 128 83.1 83.1 100.0 Total 154 100.0 100.0 Q4 Frequency provided information Cumulative Frequency Valid Percent Valid Percent Percent No 30 19.5 19.5 19.5 Yes 124 80.5 80.5 100.0 Total 154 100.0 100.0 Q5 Information provided satisfaction Cumulative Frequency Valid Percent Valid Percent Percent No answer 26 16.9 16.9 16.9 Totally satisfied 48 31.2 31.2 48.1 Partly satisfied 44 28.6 28.6 76.6 Normally 22 14.3 14.3 90.9 Partly unsatisfied 10 6.5 6.5 97.4 2.6 2.6 100.0 Totally unsatisfied Total 154 100.0 100.0 Page | 10 Q6 Transaction method using Frequen cy Vali Direct order at Valid Percent Cumulativ Percent e Percent 24 15.6 15.6 15.6 Telephone 66 42.9 42.9 58.4 Internet 36 23.4 23.4 81.8 Others 28 18.2 18.2 100.0 Total d 154 100.0 100.0 desk Q7+Q16 Consultancy service using * Ordinal capital Crosstabulation Ordinal capital VND1billion ionsVND1billion s s Consultancy Yes 16 No Total 26 12 72 26 12 82 54 Page | 11 18 38 service using 44 38 18 154 Q8 Influence of broker's analysis to investor'decision Frequenc y Valid No answer Valid Percent Cumulative Percent Percent 82 53.2 53.2 53.2 10 6.5 6.5 59.7 Partly influence 38 24.7 24.7 84.4 Influence 24 15.6 15.6 100.0 154 100.0 100.0 Totally no influence Total Q9 Usefulness of broker's analysis Valid Frequency Valid Percent Cumulative Percent Percent No answer 84 54.5 54.5 54.5 Totally right 10 6.5 6.5 61.0 Partly right 30 19.5 19.5 80.5 26 16.9 16.9 97.4 Difficult to answer Partly wrong Page | 12 2.6 154 Total 2.6 100.0 100.0 100.0 Q10 Broker's demonstration Frequenc Valid y Percent Valid No answer Cumulative Percent Percent 96 62.3 62.3 62.3 2.6 2.6 64.9 1.3 1.3 66.2 6 66.9 51 33.1 33.1 100.0 154 100.0 100.0 Advise you to carry out many transactions to earn profit Use your account irregularly Use the transactions of customers with bad purposes Other ideas Total Q11.The truthful level of brokers Frequency Percent Valid Cumulative Percent Valid No answer Page | 13 Percent 82 Total 32.5 85.7 10.4 10.4 96.1 3.9 3.9 100.0 154 No ideas 32.5 Partly believable 53.2 16 believable 53.2 50 Totally 53.2 100.0 100.0 Q12 Reason not to use the services of security company Frequenc y Valid Percent Valid No answer Cumulative Percent Percent 60 39.0 39.0 39.0 5.2 5.2 44.2 36 23.4 23.4 67.5 Not good information 32 20.8 20.8 88.3 Other ideas 18 11.7 11.7 100.0 154 100.0 100.0 High fee Unknown to the services Total Q13 Recommendation for improving the consultancy services Frequenc y Valid No answer Valid Percent 38 24.7 Cumulative Percent Percent 24.7 24.7 Reduce the fee Improve 12 7.8 7.8 32.5 56 36.4 36.4 68.8 20 13.0 13.0 81.8 28 18.2 18.2 100.0 154 100.0 100.0 more skilled brokers Page | 14 More specific management policy Other ideas Total Q14 Sex Cumulative Frequency Valid No answer Male Female Total Percent Valid Percent Percent 2.6 2.6 2.6 104 67.5 67.5 70.1 46 29.9 29.9 100.0 154 100.0 100.0 Q15 Current occupation Frequenc y Valid No answer State-owned enterprises Private enterprise Valid Percent Cumulative Percent Percent 3.9 3.9 3.9 58 37.7 37.7 41.6 42 27.3 27.3 68.8 Joint-venture Page | 15 1.3 1.3 70.1 Others 46 29.9 29.9 100.0 Total 154 100.0 100.0 Page | 16 Page | 17 Ordinal capital VND100 VND500mi VND1billi ns ons ns ons Total Consultancy Yes 16 18 26 12 72 service using No 38 26 12 82 54 44 38 18 154 Total Bar Chart Page | 18 Ordinal capital 40 VND1billions Count 30 20 10 Yes No Consultancy service using Page | 19 DATA ANALYSIS TECHNIQUE After collecting data, chart and table will be drawn for comparing Then, this technique also helps readers understand easier 1.1 Primary data a Interview Purpose Page | 20 Besides article interviewed broker, we will face to face interview with brokers who working in different securities companies By asking brokers who work and communicated with their clients directly, we will get information we need Besides, to make interviewee feel comfortable, we asked open questions and have open conversation with brokers Process Before interviewing, researchers found documents related to brokers and stock market Questions were prepared to ask which were in form of open question so interviewee could give their own opinion about their career in currency Interviewees are brokers who work directly in Hanoi stock market at different security companies and they did not know about what questions would be asked Their answers gave researchers an overview about consultant services In interviewing, researchers asked from to questions related to brokers’ job Researchers made sure that all answers only use for this topic only, therefore we take notes instead of recording Researchers aim to find out the first objective which is “To get an overview about broker service in Ha Noi and the efficiency of using consultant services” First of all, we asked general information about brokers’ job After having an over view and based on interviewee’s attitude we will asked deeply questions We asked brokers about how did investors used their services in different security companies, or how did brokers advice to their customers Besides, researchers also asked brokers about the gap between “what will brokers do?” in theory and “what did brokers do?” in practice From that the researchers find out some limitation in consultant services Page | 21 Evaluation By interviewing some brokers, we have overall about what brokers in practice different from theory We also collected opinions from brokers at different companies and compared with thesis from other research before b Survey Questionnaires Purpose: investors who are direct connect and use brokerage service Therefore, their assessment is important to measure service quality Moreover, they can give opinion about limitation of brokerage service Process: there are total 154 respondents in three securities companies : VDSC, BSC and VN Direct • Questionnaire methodology: With questionnaire methodology, sampling method will be use is random sampling It means that survey will be distributed randomly to 154 casual investors • Questionnaire design: As recorded above, data is collected by using survey In a form of questionnaire, it includes about 10-15 questions, which are divided into three main parts In the first part, researchers will ask some personal questions that related to the job of investors and the company they are concerning Then, the second part is focus on answering, “How many percentages of investors are using broker’s service” and “whether brokers influence the investor’s trading decision” Finally, investors will be asked for suggestion to improve Page | 22 the broker’s service to attract more customers • Time to survey: weeks (1st May 2010 to 22nd May 2010) ... (Move to part A) □ B No (Move to part B) A This part is for the customer used/using the consultation service of company Do the consultations, analyze of the stock broker affect on your investing... Totally influence □ B Partly influence □ C Influence At your point of view, are the information which were given by the stock broker helpful for the investor using consultation service? □ A Totally... job of investors and the company they are concerning Then, the second part is focus on answering, “How many percentages of investors are using broker’s service? ?? and “whether brokers influence the