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市場調査レポート

ベトナムの消費者金融市場:カスタマーサーベイ(2016年)

Vietnam Consumer Finance Customer Survey 2016

発行 StoxPlus - Biinform 商品コード 337813
出版日 ページ情報 英文 91 Pages
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ベトナムの消費者金融市場:カスタマーサーベイ(2016年) Vietnam Consumer Finance Customer Survey 2016
出版日: 2016年09月23日 ページ情報: 英文 91 Pages
概要

当レポートでは、ベトナムの都市在住950人を無作為に選んで調査を行い、回答者を、(1)既に消費者金融サービス(CF)を利用している(2)利用を検討している(3)CFのことは知っているが別の資金源を利用しているという3つのグループに分けました。その調査結果から、主要事業者の提供する金融商品・サービスの利用動向、満足度、将来の利用計画、需要などについてまとめています。

エグゼクティブサマリー

第1章 消費者金融市場の概要

  • 市場規模・成長率
  • 競合力学
  • 将来動向

第2章 調査概要

  • 調査手法
  • 主要調査結果

第3章 顧客の意思決定の道筋とその背後の意味

  • 消費者金融が求められる理由
  • 意思決定段階での主な懸念事項
  • 顧客獲得促進活動の影響
  • 力を入れるべき主なチャネル

第4章 顧客満足度および企業ランキング

  • 顧客満足度
  • 企業ランキング

第5章 統計的調査

  • 要約
  • 年齢
  • 教育水準
  • 職業
  • 月収

付録

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目次

This second publication represents the collective customer survey which evaluates the fundamentals in customer decision journey to use consumer finance and spurs thinking about ways to recruit new customers.

Many finance companies already understand that it is no longer enough to compete on products or services. Applied it into consumer finance market, we find that how a financial provider delivers for customer is beginning to be as important as what it delivers. Finance companies such as Home Credit, FE Credit excel at specific types of interactions with customers but ignore the fuller experience, both before and after the purchase.

In this edition of the survey, we focus on the following key factors:

Who are the targeted customers?

The report surveyed 950 Vietnamese urban people at random to test the customer cognizance of consumer finance services. The respondents were divided into three groups (1) who already used CF services - to understand their concerns and adjust the product package; (2) who intend to use and (3) who realized the existence of CF but used alternative sources - to identify their demands along with decision journey with purpose to recruit these potential customers

How much resource should CF companies focus to recruit customers on Electronic Devices, Motorbike and Durable Goods when customer have intention of “Splitting the expenditure”?

Motorbike and Electronic devices greatly contributed to more than 70 percent of consumer finance portfolio. About 70% customer want to use CF to “Split the expenditure” in above items and these products still stay as main items to expand the market share and spread the company identity.

Which are the core channels to interact with new customers? How well are CF companies interfere in customer decision journey?

Customers in Vietnam engaged in traditional channels, agents at POS and Friends/Relatives win over the most trusted source to have the influence the purchase. The POS network already underlined by CF companies, however, the power of word-of-mouth recommendations underrated.

How to increase the number of recurring customers? How to compete with alternative lending sources to recruit new customers?

Habit is claimed as the main reason for Vietnamese people to use alternative lending source. When asked for the most important factor in their financial provider's relationships, 36% of the customers selected the availability of habit. Hence, in order to acquire these customers, CF companies should interfere the before decision making process.

SAMPLE

Figure 1:
Consumer Loan Balance (USDbn) and %Consumer Loans/GDP,
%Consumer Loans/Loan Book

                     Source: StoxPlus estimated from SBV and NFSC Data

Table of Contents

Executive Summary

1. Overview of consumer finance market

  • 1.1. Market size & Growth
  • 1.2. Competition dynamics
  • 1.3. Future trends

2. Survey at a Glance

  • 2.1. Methodology
  • 2.2. Key findings

3. Customer Decision Journey & Implications

  • 3.1. Why They Have Demand for Consumer Finance?
  • 3.2. What Are the Key Concerns During Decision Process?
  • 3.3. What Are the Impacts of Promotion to Recruit Customers?
  • 3.4. What Are the Main Channels to Focus on?

4. Customer Satisfaction & Company Ranking

  • 4.1. Customer Satisfaction
  • 4.2. Company Ranking

5. Demographic

  • 5.1. Summary
  • 5.2. Age
  • 5.3. Education
  • 5.4. Occupation
  • 5.5. Monthly income

Appendices

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