A STUDY OF INDIVIDUAL CUSTOMERS' TRUST IN BANKS IN HANOI

Abstract

As of the end of 2021, Vietnam has 49 banks. In which joint stock commercial banks dominate with 31 banks (3 state-owned joint stock commercial banks), 4 100% state-owned banks, policy banks, and joint venture banks each with 2 banks, 100% foreign capital, 9 banks, and 1 cooperative bank (State Bank of Vietnam, 2021). Currently, 31 joint-stock commercial banks all have headquarters or offices in Hanoi. 1,918 branches and transaction offices of 46 banks are located in 29 districts of Hanoi City. Branches and transaction offices are mainly located in Dong Da District (270), Hoan Kiem District (242), Hai Ba Trung District (219), Cau Giay District (210), Ba Dinh District (179), etc. This study was conducted with the aim of assessing individual customers' trust in commercial banks in Hanoi through survey results. The survey subjects are customers of commercial banks in Hanoi. We use both qualitative and quantitative research methods. Quantitative research methods were carried out with SPSS software, including analyzing reliability coefficients using Cronbach's alpha, EFA analysis, independent T tests, and ANOVA analysis. Research results show that there is no difference in assessing individual customers' trust in commercial banks in Hanoi between different subjects in terms of marital status, family platforms, and ages. Based on this result, the study proposes some recommendations for commercial banks and customers.

Keywords: trust, commercial bank, finance, individual customer, business performance, business administration

JEL codes: E58, G21, M10, F65