Ngn hng in t

GVDH Bi Lin H

Li m u
Trong bi cnh t nc ang trong thi k hi nhp, Vit Nam chnh thc tr thnh thnh vin ca WTO hin nay, cc doanh nghip, t chc kinh t trong nc ang khng ngng pht trin c th bt kp vi tc pht trin ca cc nc trn th gii. Mt trong nhng lnh vc khng th thiu trong cng cuc chy ua ny l lnh vc ti chnh, ngn hng. C th ni, cc doanh nghip, t chc trong lnh vc ny em v ngun thu rt ln cho ngn sch nh nc, gip tng trng nhanh GDP hng nm, ng thi gip cn bng, n nh cn cn thanh ton trong nc. Vi vai tr to ln nh vy, vic cc Ngn hng ra i ngy cng nhiu Vit Nam hin nay l mt xu th tt yu. Cc Ngn hng truyn thng ang pht huy tt vai tr ca mnh, tuy nhin, trong thi i cng ngh thng tin ang pht trin nh v bo, i hi cc Ngn hng Vit Nam phi lin tc ci tin cng ngh, hin i ha cc phng thc cung cp dch v. Theo bo co ca Tng cc thng k, s lng ngi s dng Internet Vit Nam hin nay l hn 14 triu ngi v l nc ng th 3 trong khu vc Chu - Thi Bnh Dng v tc pht trin Thng mi in t, chnh iu ny thc y s ra i ca dch v Ngn hng in t ti Vit Nam. Ngn hng in t c hu ht cc Ngn hng ln trn th gii trin khai mnh vo nm 2001, v cc Ngn hng Vit Nam ang khng ngng hc hi hon thin dn h thng dch v cho khch hng, t gip thc hin chnh sch hn ch tiu dng tin mt ca Nh nc. Mt trong nhng Ngn hng i u trong vic cung cp dch v Ngn hng in t Vit Nam hin nay l Ngn hng TMCP K thng Vit Nam, tn vit tt l Techcombank. y l l do v sao ti chn Techcombank lm n v thc tp gia kha mong mun c c nhng kin thc, hiu bit v ngnh Ngn hng, v cc sn phm, dch v cng nh qui trnh, cch thc x l thng tin giao dch...i vi Ngn hng in t. Qua thi gian thc tp ngn ngi ca mnh, bo co di y ghi li nhng kin thc, nhng hiu bit m ti thu c v dch v Ngn hng in t t Techcombank. l nhng hiu bit chung v Techcombank, bao gm qu trnh hnh thnh v pht trin, h thng chi nhnh, nhng thnh tu, nh hng mc tiu pht trin trong tng lai...c bit l v cc sn phm dch v Ngn hng in t cho khch hng c nhn m Techcombank ang cung cp, nhng gii php bo mt, qui trnh qun l thng tin i vi loi hnh dch v ny... Qua nhng thng tin, hiu bit thu c, ti cng xin xut mt s kin nhm ci thin hn na hiu qu hot ng ca dch v Ngn hng in t. hon thnh bi bo co ny, ti xin chn thnh cm n gio vin hng dn Bi Lin H, v ti cng xin gi li cm n c bit ti Phng L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Nghin cu v pht trin sn phm th ca Ngn hng TMCP K thng Vit Nam gip , hng dn ti rt nhiu trong sut thi gian thc tp ca mnh. Sinh vin L Thanh Phng

L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Ngn hng in t v cc sn phm dch v Ngn hng in t cho khch hng c nhn ca Techcombank
Phn I. Khi qut chung v Ngn hng TMCP K Thng Vit Nam
1.1. Gii thiu chung 1.1.1. Tn, tr s, qui m Ngn hng TMCP K Thng Vit Nam (Techcombank) l mt trong nhng ngn hng C phn c mng li giao dch rng nht trn khp c nc, trong Hi s chnh c t ti 70-72 B Triu, Han Kim, H Ni. Vn iu l: 2500 t VND V qui m, hin nay, Techcombank c 1 Hi s chnh, 1 Trung tm giao dch v 157 Chi nhnh/phng giao dch trn c nc. Techcombank cng ang tin hnh pht trin mnh v rng khp m hnh cc im giao dch Techcombank vi vai tr l im tip xc, giao dch khch hng, dn c chnh ti cc thnh ph ln v cc khu vc ng dn c phc v ch yu cc dch v Ngn hng bn l. 1.1.2. Qu trnh hnh thnh v pht trin - Ngy 27 thng 09 nm 1993, Ngn hng TMCP K Thng Vit Nam chnh thc ra i vi s vn iu l l 20 t VND, v tr s chnh ban u c t ti s 24 L Thng Kit, Han Kim, H Ni - Nm 1995, chi nhnh Techcombank ti Thnh ph H Ch Minh c thnh lp, l bc khi u cho s pht trin ca Techcombank ti cc khu th ln. Cng trong nm ny, s vn iu l ca Techcombank c nng ln 51.495 t VND - Nm 1998- 2000 Tr s chnh ca Techcombank c chuyn v Ta nh Techcombank, s 15 o Duy T, H Ni, cng vi l s ra i ca mt lot cc chi nhnh, phng giao dch ti Nng, H Ni... - Nm 2001, Techcombank tng vn iu l ln 102.345 t VND. c bit, Techcombank chnh thc k kt hp ng vi nh cung cp phn mm h thng ngn hng hng u trn th gii Temenos Holding NV, v vic trin khai h thng phn mm Ngn hng GLOBUS cho ton h thng Techcombank nhm p ng ngy cng tt hn nhu cu ca khch hng. - Nm 2002, Techcombank l ngn hng c phn c mng li rng nht ti H Ni gm Hi s chnh, 8 chi nhnh v 4 phng giao dch - Nm 2003, Techcombank chnh thc pht hnh th thanh ton F@st Access- Connect24, l th thanh ton ni a trn c s ti khon tin gi khng k hn ca khch hng, Th F@st Access- Connect24 c s L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

dng thc hin cc giao dch ti cc my rt tin t ng v ti cc n v chp nhn th c trang b u c th. Vn iu l ca Techcombank trong nm ny nh m tng ln 180 t VND - Nm 2004 nh du s ra i biu tng mi ca Ngn hng. Techcombank k hp ng phn mm chuyn mch v qun l th vi Compass Plus, nh cung cp phn mm gii php th hng u ca Nga - Nm 2005, HSBC tr thnh i tc chin lc ca Techcombank, c th l chim gi 10% c phn ca Ngn hng. Cng vi , Techcombank cng hon thnh vic nng cp phn mm Globus ln Version T24 R5 - Nm 2006, Nhn gii thng v thanh ton quc t t the Bank of NewYorks, Citibank, Wachovia. Thng 6/2006: Call Center v ng dy nng 04.9427444 chnh thc i vo hot ng 24/7. Thng 8/2006: Moodys, hng xp hng tn nhim hng u th gii cng b xp hng tn nhim ca Techcombank, ngn hng TMCP u tin ti Vit Nam c xp hng bi Moodys. - Nm 2007, Ra mt hng lot cc sn phm mi: nh cc chng trnh Tit kim d thng Gi Techcombank, trng Mercedes, Tit kim Tch ly bo gia, Tn dng tiu dng, cc sn phm dnh cho doanh nghip nh Ti tr nh cung cp; cc sn phm da trn nn tng cng ngh cao nh F@st i-Bank, sn phm Qun l ti khon tin ca nh u t chng khon F@st S-Bank v Cng thanh ton in t cung cp gii php thanh ton trc tuyn cho cc trang web thng mi in t F@st Vietpay Techcombank cng xc tin vic nng cp h thng corebanking T24R06 Theo , Techcombank l ngn hng Vit Nam u tin v duy nht c Financial Insights cng nhn thnh tu v ng dng cng ngh i u trong gii php pht trin th trng. Nhn gii thng Thng mi Dch v - Top Trade Services 2007 gii thng dnh cho nhng doanh nghip tiu biu, hot ng trong 11 lnh vc Thng mi Dch v m Vit Nam cam kt thc hin khi gia nhp WTO do B Cng thng trao tng. - Nm 2008, Vietnam Airlines Visa v Techcombank hp tc pht trin th ng thng hiu Thng 2 nm 2008, Techcombank c nhn 2 gii thng ln: "doanh nghip dch v c hi lng nht nm 2008" v "Ngn hng c hot ng thanh ton quc t xut sc nm 2007" do Wachovia trao tng Thng 3 nm 2008, Techcombank chnh thc cho ra mt Th tn dng quc t Techcombank Visa Credit Thng 5 nm 2008, Techcombank tham gia kt ni vi Banknetvn v Smartlink. L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

i hi c ng Lin H GVDH Bi

Hi ng qun tr

Ban kim sot

UB qun l ri ro

UB chnh sch tin lng

EXCO

Vn phng HQT

Ban T chin lc

UB Tn dng Ban Tng G UB ch o IT UB qun l TS N & C TT qun l ngun vn& giao dch TC -Phng giao dch th trng hng ha -Phng KD ngoi hi - Phng qun l T TC

TT ng dng& pt sp DV CNgh NH

Khi php ch v kim sot tun th

Khi vn hnh

Khi tham mu

Khi DV KH- Doanh nghip -Phng qun l tin t 3min -Phng qun tr sn phm -Phng KH DNghip va& nh, ln

Khi DV NH & TC c nhn -TT th -TT qun l thu n&kim sot ri ro - TT DV&h tr mng li bn l

Khi qun tr ngun nhn lc -Phng tuyn dng -TT o to -Phng qun tr&chnh sch nhn s

Khi qun l tn dng &QTRR -Phng thm nh -Phng QTRR tn dng -Phng QTRR vn hnh - Phng QTRR th trng

-TT thanh -Phng bo -Phng ton mt php ch -TT DV -Phng h &kim sot KH tr&pt h tun th -Phng thng -Ban x l qun l T -Phng NH n&khai xy dng in t thc TS thu - Phng ql - Phng h n cht lng tng truyn - Phng thng, ban Thanh Phng L kim sot IT ni b Lp A2, QTKD, K44

-Phng tip th&pt sn phm -Phng TC KT -Ban d n pt h thng qun tr thng tin

Cc s GD, chi nhnh, phng GD

Ngn hng in t

GVDH Bi Lin H

1.2. C cu t chc (bng trn) 1.3. nh hng hot ng (Chin lc kinh doanh n 2010) u tin tp trung y mnh cung cp cc dch v ti chnh a dng, c cht lng v cnh tranh cho khi khch hng dn c cc th, c bit l nhm khch hng c thu nhp trung bnh tr ln, tr tui v thnh t c yu cu v d thch ng vi cc dch v ngn hng, ti chnh. Thc hin chin lc pht trin ton din cc dch v ti chnh trn gi phc v cc doanh nghip va v nh thuc cc thnh phn kinh t t nhn, u t nc ngoi, c bit l cc doanh nghip tp trung trong cc khu cng nghip thuc mt s ngnh c tim nng pht trin. y mnh cc hot ng giao dch tin t trn th trng ni a v khu vc, thc hin tt vai tr nh l mt trong cc nh to dng th trng chuyn nghip ch yu, thc hin h tr tch cc cc chnh sch kinh doanh nhm vo cc doanh nghip v cc nh u t c nhn, cc t chc ti chnh v u t chuyn nghip. Pht trin dch v ngn hng u t, dch v ti chnh doanh nghip thng qua cc hot ng qun l qu u t, ti cu trc v mua bn doanh nghip, cc dch v th trng vn Pht trin kinh doanh trn nn tng phng chm kt hp pht trin va chiu rng va chiu su, m bo cc yu t m rng nhanh chng c s khch hng , mng li, quy m hot ng, ng thi khai thc c hiu qu cc ngun lc u t tp trung vo cc hot ng sinh li cao v c tnh cnh tranh trn th trng, m bo cht lng kinh doanh v kim sot c ri ro mt cch thch hp. Chin lc to s khc bit thc hin ch yu thng qua tnh hiu qu ca cc quy trnh kinh doanh, s phong ph ca cc sn phm dch v, tnh chuyn nghip v s thn thin ca i ng cn b nhn vin Ngn hng.Pht trin phong cch kinh doanh ring ca Techcombank 1.4. Mc tiu n nm 2010 Hiu qu kinh doanh: tt (ROA 1.3%, ROE 20% - 22%). Quy m: ln (6.0 t USD ti sn, 750 triu USD vn ch s hu, hn 200 chi nhnh v im giao dch, 1 triu khch hng, 2 triu th). Ln sn: Nim yt trn th trng chng khon vo nm 2008. Gi tr c phiu: trong nhm c t l P/E (t l gi th trng/li nhun hng nm) cao nht ca ngnh. Cht lng dch v: Thuc nhm dn u v cht lng dch v bn l ti 4 thnh ph ln nht nc. L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Dch v phi tn dng: 20% thu nhp hot ng thun. 90% nhn vin hi lng: v mi trng lm vic v ch i ng ca ngn hng. Vn t c: Nm trong nhm dn u v vn t c v ti thiu t 70% so vi ngn hng dn u. Huy ng vn: Sn phm phong ph vi gi c thu ht hp l. phn u c chi ph huy ng vn dn c bng chi ph ca nhm NHTMCP c mc thp nht (ACB, MB). Cht lng ti sn: Nm trong nhm dn u. Phn u ROA v ROE trong tp dn u.

L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Phn II: Ngn hng in t v cc sn phm dch v Ngn hng in t cho khch hng c nhn ti Techcombank
2.1. Ngn hng in t 2.1.1. Tng quan v dch v Ngn hng in t Vit Nam hin nay - Khi nim, c im Ngn hng in t Ngn hng in t (E-Banking) l dch v ca Ngn hng cung cp v cho php khch hng thc hin cc giao dch online. c im Ngn hng in t Vi Ngn hng in t, ngi s dng c th giao dch, truy vn thng tin khp mi ni, mi lc, do , c im u tin phi k n l s nhanh chng, tin li. Khch hng c th thc hin giao dch 24/24 gi trong ngy, vi mi khong cch v khng gian, thi gian. Cng chnh iu ny gip cho cc ngn hng tip cn c khch hng tt hn, tit kim c chi ph giao dch, chi ph pht trin mng li chi nhnh, phng giao dch, chi ph qun l... Hu ht cc giao dch pht sinh qua Ngn hng in t u khng mt ph hoc nu c th mc ph l rt thp, trong bao gm tt c cc chi ph lin quan n cc hot ng giao dch, thanh ton, chi ph kim m, cc chi ph i li.... Xt v mt kinh doanh ca ngn hng s nng cao hiu qu s dng vn. Thng qua cc dch v ca ngn hng in t, cc lnh v chi tr, nh thu ca khch hng c thc hin nhanh chng, to iu kin cho vn tin t chu chuyn nhanh, thun li, thc hin tt quan h giao dch, trao i tin - hng. Qua y nhanh tc lu thng hng ho, tin t, nng cao hiu qu s dng vn. y l li ch m cc giao dch kiu ngn hng truyn thng kh c th t c vi tc nhanh, chnh xc so vi ngn hng in t. - Thc trng pht trin dch v Ngn hng in t ca cc Ngn hng Vit Nam hin nay Hin nay, Ngn hng in t c nhiu Ngn hng khai thc v coi l mt trong nhng hng pht trin quan trng. Tuy nhin, hu nh cc giao dch Ngn hng in t ti Vit Nam mi ch l giai on u ca thng mi in t vi cc giao dch nh giao dch, truy vn thng tin s d, sao k ti khon tin gi Ngn hng in t ti Vit Nam tn ti di nhiu hnh thc, trong c hnh thc ngn hng trc tuyn, cung cp dch v 100% thng qua mi trng internet; v m hnh kt hp gia h thng ngn hng thng mi truyn thng v in t ho cc dch v truyn thng. H thng thanh L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

ton in t lin Ngn hng hin nay c gn 71 Ngn hng tham gia, vi gn 300 chi nhnh Hnh thc trin khai ca cc Ngn hng hin nay cn n gin nh dch v thanh ton di ng tr trc, chuyn khon, dch v thanh ton mua hng qua website, thanh ton tin v my bay vi cc hng hng khng Cc ngn hng trin khai dch v Ngn hng in t Ti Vit Nam, nm bt c xu hng pht trin ca Internet, rt nhiu Ngn hng bt tay vo trin khai dch v Ngn hng in t, trong phi k n mt s Ngn hng nh: Sacombank, Incombank, ACB, Vietcombank, Dong A Bank, BIDV....Cc ngn hng ny t c mt s nhng kt qu kh kh quan trong vic a dch v ny vo mt trong cc dch v Ngn hng. Hnh thc trin khai Tuy trin khai v c th ni bc u c nhng kt qu ng k, tuy nhin phi khng nh rng hnh thc trin khai ca dch v Ngn hng in t Vit Nam cn kh n gin, ch yu l cc giao dch trong ni b chnh Ngn hng trin khai do cc Ngn hng ny cha c s kt ni vi nhau theo mt h thng to c s thun tin, d dng cho khch hng, hn na cc giao dch ch dng li vic cung cp dch v tra cu ti khon v chuyn khon Nhng vn cn tn ti Tuy nhin qu trnh pht trin ngn hng in t cng ny sinh nhiu vn lin quan. Ni bt l 3 vn chnh: vn v cng ngh; an ton v bo mt; qun tr, phng nga ri ro. xy dng v pht trin Ngn hng in t i hi ngun vn rt ln trang b c s vt cht, h tng cng ngh k thut trang b my mc, thit b, nghin cu, pht trin v ng dng phn mm, o to ngun nhn lc,... Bn cnh , an tan v bo mt cng l yu t tin quyt i vi s pht trin ca Ngn hng in t, cng chnh v th m hin nay c rt nhiu cc phn mm, chng trnh m ha, bo mt d liu nhm tng tnh bo mt khi h thng b xm phm. Tuy nhin, tnh an ton v bo mt ca h thng ph thuc rt ln vo cc gii php cng ngh, gii php k thut, cc chng trnh phn mm v m kho, ch k in t, cng nh h thng php l v hot ng ca ngn hng in t. Qun tr v phng nga ri ro cng l mt vn t ra trong hot ng ca ngn hng in t. Gn lin vi qu trnh pht trin cc hot ng ca ngn hng in t l qu trnh i mi phng php qun l, qun tr ngn hng, h thng b my t chc v c cu hot ng, h thng qun tr ri ro, kim sot v cc bin php phng nga. - Xu hng pht trin trong tng lai L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Hu ht cc Ngn hng ln trn th gii u trin khai dch v Ngn hng in t v bt u pht trin mnh dch v ny t nm 2001, c tnh s khch hng tng 1 nm l 20%. Vit Nam cng khng nm ngai xu hng , nht l trong khi Vit Nam va tr thnh thnh vin chnh thc ca WTO, cng ngh thng tin, u t nc ngoi bng n... Cng chnh v l do ny nn s lng cc c nhn v doanh nghip khng ngng gia tng s dng dch v ngn hng trc tuyn, iu ny s gp phn y nhanh qu trnh pht trin ca ngn hng in t. Cc ngn hng s n lc nng cao cht lng dch v sn c cng nh a ra cc dch v mi. Cc t chc ti chnh hin ang pht trin SMS (gi tin ngn), WAP (giao thc ng dng khng dy)...Nhiu nh phn tch cho rng cc ngn hng s phi cung cp cc dch v thng qua nhng knh mi ny thu ht khch hng ch khng ch ph thuc vo cng ngh. Trong tng lai, vi trnh v tc hin i ho cng ngh ngn hng nh hin nay, cc ngn hng Vit Nam ang n lc ng dng cng ngh mi, pht trin dch v mi tng sc cnh tranh, nhanh chng ho nhp vi khu vc v th gii. T nhng webpage gii thiu dch v ngn hng (Giai on Brochure-ware), ti website cung cp dch v ngn hng (Giai on E-commerce), cc ngn hng Vit Nam ang hng ti vic cung cp nhng dch v cp cao hn, tng s chia s thng tin gia cc ngn hng, i tc (Giai on E-business) v tin ti xy dng m hnh ngn hng in t (E-bank hay E-enterprise) thc s , tn dng c sc mnh thc s ca mng ton cu v c nhn ho dch v ngn hng cho tng i tng khch hng chuyn bit. 2.1.2. Dch v Ngn hng in t cho khch hng c nhn ti Techcombank - c im Khch hng dng F@st i-Bank Kim tra s d cc ti khon. Kim tra cc giao dch trn ti khon, in sao k, s ph ti khon. Kim tra khon vay, cc khon gc, li phi tr. Chuyn khon gia cc ti khon ca khch hng. Chuyn khon cho mt ti khon khc trong cng h thng hoc ngoi h thng Techcombank. Thanh ton hng ha, dch v: in thoi, in, internet Thay i thng tin c nhn. Mua hng ha, dch v: V my bay ca Pacific Airlines, bo him... Mt s web site thng mi in t ni a. Mua th tr trc: in thoi, game L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Gi tit kim hng li sut cao. ng k cc sn phm ngn hng c nhn: t ng chuyn tin (hng ha, dch v, ngi thn), hn mc t ng gi F@stSaving... - Tnh hnh pht trin S lng khch hng s dng dch v Theo bo co nm 2007 v cc dch v Ngn hng in t, trong dch v F@st- ibank c coi l dch v pht trin nht vi tng giao dch trong nm t hn 155 t VND, trong cc giao dch trong h thng Techcombank t gn 135 t VND v ngoi h thng t gn 21t. iu ny chng t Techcombank ang trin khai tt cc giao dch trong h thng ca mnh, cng nh ang pht trin theo hng m rng, lin kt vi cc Ngn hng khc to c s thun tin v hi lng vi khch hng Thm vo , s lng khch hng mi ng k s dng cc dch v Ngn hng in t ca Techcombank ngy cng tng cao, ch ring trong Qu I nm 2008 c 259 khch hng ng k so vi c nm 2007 l 490 khch hng. Nh vy, d thy rng s lng cc khch hng tin tng v s dng dch v ngy cng tng. Tng s cc user ang s dng dch v F@st- ibank ti Techcombank l 1082 v trong nhng nm ti con s ny ha hn s tng gp nhiu ln nh vo cc chng trnh h tr, thc y bn hng cng nh u i, khuyn mi dnh cho khch hng m Techcombank s tip tc trin khai vo thi gian ti. Mng li lin kt vi cc i tc khai trin dch v nh cc cng ty vin thng, cng ty bo him... Vi cc dch v Ngn hng in t trin khai nh h tr khch hng thanh ton trc tuyn trn cc website, thanh ton tin thu bao di ng tr trc qua h thng tin nhn, thanh ton v my bay, hay thanh ton ph bo him,... Techcombank hin ang l i tc ca mt s cc cng ty bo him, mng thng tin di ng, cc hng hng khng... h tr khch hng trong vic thanh ton trc tuyn mt s giao dch mua bn trn cc website, Techcombank hin ang kt hp vi mt s website uy tn, m bo tiu chun v cng ngh, gii php thanh ton, qui trnh thanh ton ...cho khch hng trin khai dch v ny, c th k ra y l : www.123mua.com.vn, http://chodientu.vn... c th thc hin dch v ny, Techcombank hin lin kt vi 1 i tc chuyn cung cp cc gii php thanh ton trc tuyn l ASIAPAY. y l cng ty Hng Kng c uy tn rt ln, hin ang cung cp dch v ca mnh cho hu ht cc nc khu vc Chu - Thi Bnh Dng V vic thanh ton cc ph thu bao di ng tr trc Techcombank hin ang l i tc ca cc mng thng tin di ng ln nh Viettel, SL Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Fone, Vinaphone... Mi y, Techcombank cn kt hp vi hng hng khng Pacific Airlines gip khch hng c th thanh ton tin v my bay cho cc chuyn bay ca mnh Do nhu cu pht trin a dng ha hnh thc trin khai cc dch v Ngn hng in t nn trong tng lai, danh sch cc i tc ca Techcombank s cn m rng nh hng pht trin Trong nhng nm ti, dch v Ngn hng c nhn s c Techcombank trin khai vi nhiu hnh thc a dng hn nh h tr khch hng thanh ton khng ch ph thu bao di ng, v my bay m cn thanh ton cc ha n in, nc... hay lin kt vi nhiu website mua bn ln Vit Nam m rng hn phm vi thanh ton cho khch hng. Thm vo , i tng khch hng ang s dng cc dch v Ngn hng in t ca Techcombank hin nay ch yu l gii tr, do , trong nhng nm ti, i tng s dng s c m rng hn nh cc phng php h tr bn hng, gip khch hng thy c s thun tin v d dng khi s dng dch v Ngn hng in t ca Techcombank Hin nay, Techcombank c 157 chi nhnh trn ton quc, thc hin phng chm pht trin theo chiu rng, h thng chi nhnh ny s cn c m rng qua i tng khch hng s dng Ngn hng in t ha hn s khng cn tp trung ng vng thnh th m cn pht trin rng hn cc vng c chi nhnh ca Techcombank - Qui trnh qun l ni b Vi cc gi dch v Ngn hng in t khc nhau, Techcombank s c qui trnh qun l ni b c th khc nhau. Tuy nhin, y l qui trnh chung cho tt c cc dch v ng k. Tip nhn. Ph duyt. Kch hot user. Lu h s. Khch hng mun s dng dch v Ngn hng in t ti Techcombank phi n ng k trc tip ti cc phng giao dch, chi nhnh ca Techcombank trn ton quc. Sau khi nhn c n ng k ca khch hng, Ngn hng s trin khai kim tra, ph duyt cc thng tin m khch hng cung cp v cc yu cu m bo p ng c th s dng dch v Ngn hng in t. T , nhp thng tin khch hng vo h thng thng tin ni b. Mi khch hng s c 1 user vi cc thng tin c lu trong h thng ch cn kch hot user. Lc ny, khch hng L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

chnh thc tr thnh 1 thnh vin ca Techcombank trong h thng khch hng s dng dch v Ngn hng in t, c th thc hin cc giao dch, truy vn thng tin ti khon, chuyn ti khon... ty theo cc gi dch v m khch hng la chn Hin nay, dch v F@st-ibank ca Techcombank ang trin khai c 3 gi dch v cho khch hng - Gi n gin - Gi thng - Gi trn gi C th ni dung mi gi s c cp trong phn sn phm ca dch v Ngn hng in t cho khch hng c nhn ca Techcombank di y. ng vi mi gi, cc qui trnh qun l ni b nh sau:

Khch hng Khch

Chi nhnh

hng

Chi nhnh

Trung tm cng ngh

ng k Tip nhn, Internet ng k Kim tra d kim tra Tip nhn, Banking Internet liu hng kim tra Banking ngy trn h Nhp thng vi khch hng s dng gi thng Qui trnh qun l ni b ca Techcombank tin KH vo n gin, gi thng Kch hot chng trnh Nhp thng user IB tin KH nhp *** Ch thch: Chng trnh FB dng vo thng tin khch hng l Kch hot chng trnh chng trnh qun l h thng thng tin ni b F@st i-Bank user FB Nhp user, m s Token Thng bo user v mt Nhp user khu cho khch hng Ph duyt Trung tm qua email, di Ph duyt cng ngh ng Cp user, m s Token cho Lu tr h KH s ng k ca khch Lu tr h s hng ng k ca KH

L Thanh Phng Lp A2, QTKD, K44

Kim tra d liu hng ngy trn h thng

Ngn hng in t

GVDH Bi Lin H

Thng bo kch hot cho KH qua email, di ng

Qui trnh qun l ni b ca Techcombank vi khch hng s dng gi trn gi

- Gii php bo mt ca Techcombank Techcombank l Ngn hng u tin trin khai dch v an ninh bo mt ca hng RSA, M t nm 2006. u t cho cng ngh ny, Techcombank b ra khong 1 triu la M, v kt qu thu li kh kh quan, mi thng c khong 50 t ng ca khch hng thanh ton qua dch v Internet Banking Vi h thng thanh ton bo mt ca RSA, khch hng ca Techcombank khng nhng thc hin c cc giao dch ca chnh ngn hng ny m cn c th thc hin cc giao dch vi cc ngn hng khc. L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Phng thc bo mt m Techcombank ang trin khai p dng thc hin c cc giao dch Internet Banking c gi tr ln, gii php bo mt phi c cao. Techcombank s dng mt khu hai yu t. Mt yu t mt khu thng thng v mt yu t mt khu ng s dng cng ngh thut ton ca RSA (Tocken Key) vi gi mi chic khong 400.000VND. Mi mt khu c gi tr dng mt ln, mi mt pht mt khu li thay i mt ln. Khch hng phi dng hai mt khu kt ni lin tip mi c th thanh ton qua Internet Banking ca Techcombank. 2.2. Cc sn phm dch v Ngn hng in t cho khch hng c nhn ti Techcombank 2.2.1. F@st Vietpay L dch v cung cp gii php thanh ton trc tuyn cho cc trang web thng mi in t. Vi F@st VietPay, t nay khch hng c th s dng th Visa hoc Master mua hng trn cc trang web thng mi in t Vit Nam (nh www.123mua.com.vn,...) Hin nay, i tc cung cp dch v F@st Vietpay ca Techcombank l ASIAPAY. y l mt cng ty ln ca Hng Kng, chuyn cung cp cc gii php thanh ton trc tuyn qua mng cho cc nc trong khu vc Chu - Thi Bnh Dng. Mng li i tc thanh ton trc tuyn ca ASIAPAY c cp chng nhn bao gm: Visa, -MasterCard, AMEX, JCB, Dinner Club, PayPal. Nhng website mun kt hp thanh ton trc tuyn qua dch v F@st Vietpay ca Techcombank phi l nhng website c uy tn,bo mt, an ton, c module bn hng p ng tiu chun Techcombank, c c ch yt gi minh bch, chnh xc, qun l hng tn kho tt, thc hin vic vn chuyn hng ha chnh xc, v c bit qui nh v iu khon thanh ton, hp ng r rng u im F@st Vietpay gip ngi tiu dng tit kim thi gian, c th tin tng v d dng s dng cc giao dch trc tuyn, c bit khi i sng ngy cng pht trin, internet ng vai tr quan trng trong mi lnh vc, t ngi tiu dng c th tit kim c chi ph. Ni rng hn, F@st Vietpay l dch v gp phn gim thanh ton bng tin mt trong lu thng L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t Nhc im

GVDH Bi Lin H

+ s lng cc website lin kt cha nhiu, do , khch hng cha c nhiu s la chn, nht l trong khi s lng website thng mi c uy tn ngy cng gia tng + Ri ro trong vic thanh ton do b hacker, hoc do li phn mm, tc ng truyn... 2.2.3. F@st Mobipay F@st MobiPay l dch v thanh ton qua tin nhn in thoi di ng do Techcombank cung cp. Vi dch v ny khch hng c th thc hin thanh ton cho cc ho n, cc ph hng thng, cc khon mua sm ca mnh mi lc, mi ni mt cch n gin ch bng cch nhn tin ln s dch v 19001590 ca Techcombank. - u im Hin nay, s lng ngi dn s dng in thoi di ng Vit Nam ngy mt tng cao v xu hng pht trin s cao hn rt nhiu trong tng lai. Do , vic trin khai cc dch v Ngn hng in t qua in thoi di ng l mt xu th tt yu v nhng tin ch ca n. Ch vi 1 tin nhn, hay 1 cuc in thoi, chng ta c th c ngay nhng thng tin lin quan n ti chnh nh li sut, ti khon t c th kim sot tt hn vn ti chnh c nhn. Bn cnh vic nhanh gn, thun tin trong s dng, mt u im na m dch v ny em li l ph giao dch thp, cch thc giao dch n gin, ch cn nhn tin theo mu, vi cc mc ph khc nhau, nhng thng trung bnh l 3000VND/tin - Nhc im F@st Mobipay l dch v cn kh mi m Vit Nam, v dch v ny cng mi c trin khai, do , cc thng tin t ng v ti khon ca khch hng cng nh cc giao dch qua in thoi di ng cn t v cha c thc hin mt cch nhanh chng nht. 2.2.3. F@st i- bank L dch v cho php khch hng c th thc hin cc giao dch 24/7 bt k u, ch cn c my tnh c nhn ni mng Internet: Tra cu ti khon Tra cu cc khon vay, khon tit kim Chuyn khon n cc ti khon trong v ngoi h thng Techcombank ng k cc sn phm, dch v ngn hng Cc dch v khc L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Vi dch v F@st i-bank, khch hng c 3 s la chn vi 3 gi dch v khc nhau: - Gi n gin: Tra cu thng tin ti khon - Gi thng: Tra cu thng tin ti khon Giao dch chuyn khon gia cc ti khon ca khch hng - Gi trn gi: Tra cu thng tin ti khon Giao dch chuyn khon gia cc ti khon ca khch hng Giao dch chuyn khon n ti khon ca ngi th hng khc trong v ngoi h thng Techcombank Vi gi trn gi, khch hng ch c chuyn khon n ti khon khc vi cc hn mc qui nh nh sau: Hng user Hn mc s dng trong ngy(n ti khon khc) Chun 50.000.000 VND Vng 100.000.000 VND Kim cng 500.000.000 VND Ngoi ra, s dng dch v F@st- ibank gi trn gi, khch hng cn c mt thit b mang tn Token Key. Token key l thit b to m s xc nhn 2 chiu. M s trn Token key l duy nht v pht sinh ng thi vi m s trn my ch. Khi my ch xc nhn m s c ng nhp trng vi m s trn my ch, ng thi vi username v password chnh xc th cho php user truy cp. - u im: + Thun tin v n gin cho khch hng khi s dng, mang ng ngha l Ngn hng trc tuyn ch thc + Techcombank khng ngng tng cng cc tnh nng mi F@st ibank ngy cng pht trin, gip khch hng c thm nhiu tin ch khi s dng + Tnh an ton, bo mt cao - Nhc im: Khch hng phi trc tip n ng k s dng dch v ti cc im giao dch hay chi nhnh 2.2.4. Homebanking L dch v cho php khch hng truy vn, cp nht thng tin t Ngn hng lin quan n li sut, ti khon qua cc phng tin nh in thoi di ng, th in t, in thoi c nh, website Qua cc dch v ny, khch hng c th kim sot ti chnh ca mnh mi khi c cc giao dch pht sinh. Ngoi nhng thng tin do Ngn hng t ng gi n, L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

khch hng cng c th ch ng cp nht cc thng tin Ngn hng bng vic nhn tin hay gi in n s 19001590. Techcombank HomeBanking l dch v Ngn hng in t , gm 3 dch v sau: 2.2.4.1. Techcombank Mail Access Ch cn c a ch e-mail v cc chng trnh nhn, gi e-mail, v ng k s dng dch v vi Ngn hng. Qy khch s nhn c thng tin v ti khon ca mnh thng qua e-mail mi khi ti khon ca Qu khch pht sinh giao dch. 2.2.4.2. Techcombank Mobile Access H thng cung cp thng tin s d v giao dch ca ti khon khch hng (hai chiu: t ng hoc theo yu cu) vo in thoi di ng ca khch hng bng tin nhn SMS. T ng: Khi ti khon ca khch hng pht sinh giao dch, h thng s t ng gi tin nhn v giao dch pht sinh v s d hin ti vo in thoi di ng ca Qu khch. Theo yu cu: khch hng cng c th ch ng gi tin nhn SMS ti h thng Techcombank nhn c tin nhn phn hi v s d ti khon ca mnh, t gi, li sut. 2.2.4.3. Techcombank Voice Access (gi tt l Vocaly) Mi thng tin v s d v hai giao dch ti khon gn nht ca khch hng, thng tin v t gi, li sut s c cung cp qua Tng i t ng khi bn quay s 19001590. - u im: D bt k u, khch hng cng c th c cp nht thng tin v ti khon ca mnh ngay khi c giao dch mi pht sinh thng qua cc phng tin truy vn: website, th in t, in thoi di ng hay din thoi c nh. Ngoi cc thng tin do Ngn hng cung cp t ng cho khch hng qua tin nhn di ng v e-mail, khch hng cn c th ch ng cp nht cc thng tin Ngn hng v li sut, t gi nhanh chng, chnh xc bng cch nhn tin hoc gi in thoi n s 19001590. Cc thng tin cung cp qua HomeBanking c chnh xc, an ton, bo mt cao. Khch hng c th kim sot c mi giao dch trn cc ti khon ca mnh v ca ngi ng s dng. Vi bt k loi ti khon no (ti khon c nhn, ti khon tit kim) m ti Techcombank, khch hng cng c th ng k s dng dch v Homebanking truy vn cc giao dch v s d ti khon. 2.3. nh gi L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Hin nay, Techcombank ang trin khai ton b cc dch v Ngn hng in t k trn v t c mt s nhng kt qu ban u ng k. C th s lng ngi ng k s dng dch v Ngn hng in t ngy cng tng qua cc nm v cc khch hng ang s dng dch v th c nhng tn hiu phn hi tt. Trong nhng dch v trn, c th ni F@st i- bank ang l dch v c nhiu ngi quan tm v s dng nht, y l dch v ang to nn u th cho Techcombank. C th d dng l gii rng, vi F@st i-bank, Techcombank thc s l ngn hng trc tuyn ch thc u tin Vit Nam, nh vo vic thc hin thnh cng cc giao dch chuyn khon trong v ngoi h thng cho khch hng. Khng ging vi mt s Ngn hng, giao dch ti Ngn hng in t ca Techcombank c thc hin theo thi gian thc, ngha l khi c giao dch pht sinh, giao dch s c x l ngay lp tc. Bn cnh , vi gii php an ton, bo mt hin i hng u ca mnh Techcombank nh to c uy tn v do , s lng khch hng s dng dch v F@st i-bank ngy cng tng. Vi cc dch v F@st Vietpay, F@st Mobipay v Homebanking, Techcombank ang tip tc nghin cu pht trin hon thin hn na cc dch v ny. y u l nhng dch v hp dn, khng nhng to c s thun tin m cn em li li ch rt ln cho ngi s dng. Khch hng han ton c th c c nhng thng tin mi nht trn th trng Ngn hng nhm qun l tt hn ti chnh ca mnh. c bit, F@st Mobipay ha hn s l dch v pht trin mnh trong nhng nm ti do s lng ngi s dng in thoi di ng Vit Nam l rt ln. Dch v ny s hng ti khng ch vi tin ch l truy vn thng tin giao dch, ti khon m cn l phng tin thanh ton cho khch hng vi cc nh cung cp dch v Homebanking hin ang c Techcombank trin khai kh tt v ang tip tc hon thin, c th l cc thng tin c cung cp mt cch nhanh chng, chnh xc, h thng t ng 19001590 hot ng hiu qu. Nh vy, cc dch v Ngn hng in t ca Techcombank ang c trin khai hiu qu, tuy nhin vn ang tip tc han thin m rng, a dng hn cc hnh thc dch v, nng cao cht lng phc v cho khch hng. Phn III. kin, xut nhm nng cao hiu qu hot ng ca dch v Ngn hng in t hin nay Mt dch v Internet Banking hon ho cn em li tin ch ln cho khch hng: D dng qun l ti khon D dng thc hin chuyn khon, v cc giao dch thanh ton An ton cao 1. Nng cao cht lng h thng cng ngh thng tin L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

- u t trang thit b, cng ngh, u t pht trin ngun nhn lc cng ngh i vi Ngn hng, c bit l Ngn hng in t, trang thit b cng ngh, pht trin phn mm l yu t then cht quyt nh s vn hnh ca ton h thng, do cn c lin tc u t, nng cp, pht trin. iu ny m bo cho s hot ng ca cc h thng thng tin bn trong v bn ngoi Ngn hng. Nht l trong thi im Vit Nam ang m ca th trng nh hin nay, s xut hin ca cc Ngn hng trong nc v cc Ngn hng nc ngai u t vo Vit Nam l rt ln, h thng trang thit b i vi dch v Ngn hng in t ngoi vic l mt yu t cn thit khng th thiu cho hot ng Ngn hng, cn l yu t to nn li th cnh tranh cho cc Ngn hng ny. C th ni, trong nhng nm gn y, vic cc Ngn hng thi nhau chy ua cng ngh l rt ph bin, y cng l xu th tt yu, do , Techcombank nn u t nhiu hn na vo trang thit b cng ngh, pht trin phn mm c th nm th ch ng trong cuc cnh tranh gia cc Ngn hng ngy nay. Mt khc, u t cng ngh t hn i km vi u t ngun nhn lc cng ngh, l nhng ngi s vn hnh v s dng h thng mi ny. Chnh nhng con ngi ny s quyt nh hiu qu hot ng ca nhng ng vn u t b ra. Hin nay, ngun nhn lc cng ngh thng tin ca Techcombank vn cha c di do, v cha pht huy ht hiu qu hot ng. V th, y cng l mt yu t quan trng cn ch trng nhm nng cao hiu qu hot ng ca Ngn hng ni chung, v Ngn hng in t ni ring - Nng cao tnh an tan v bo mt ca cc dch v Ngn hng in t Hin nay, Techcombank ang s dng h thng bo mt thng tin ca hng RSA, M. y l h thng bo mt c uy tn, hin i, an ton cao, s dng h thng 2 mt khu, 1 mt khu thng thng v 1 mt khu thay i qua mi pht. Tuy nhin, khi cng ngh thng tin ngy cng pht trin, khch hng mong mun c nhng s m bo ngy cng cao hn vi hi vng rng khng c s c no xy ra trong cc giao dch. Nh vy, Techcombank s ngy cng hon thin hn na cc gii php bo mt, an ninh ca mnh, nh s lng khch hng ng k s dng dch v s tng ln v nhng khch hng ang s dng s thy hi lng v cht lng 2. Tng cng hot ng Marketing cho dch v Ngn hng in t 2.1. Nng cao cht lng dch v khch hng ca Techcombank - Cht lng i ng nhn vin chm sc khch hng cn c nng cao hn. y l nhng nhn vin thay mt cho Ngn hng, gii quyt cc vng mc, cc kh khn trong qu trnh s dng dch v ca Ngn hng cho khch hng. Do , i ng ny phi c cht lng cao, t trang phc cho n thi , phi nhit tnh, ci m, thi tn tm phc v khch hng. Khng ch c vy, iu quan trng nhng con ngi ny phi nm L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

r cc thng tin v cc dch v m Ngn hng ang cung cp, t hng dn khch hng tun theo cc quy trnh nh sn. Hin nay, Techcombank c rt nhiu chi nhnh trn ton quc nhng cht lng i ng nhn vin ti cc phng giao dch, cc chi nhnh khng ng u. Do , cn nng cao v hon thin hn na i ng nhn vin ny thu ht s lng ng o khch hng s dng dch v Ngn hng in t - Theo phn hi ca khch hng s dng dch v Ngn hng in t ca Techcombank th tc x l cc giao dch cn chm, nhiu lc l khng thc hin c. iu ny l do qui trnh x l thng tin cn c vng mc + H thng thng tin bn ngoi: Nhm thc hin cc giao dch cho khch hng mt cch nhanh chng, thun tin, chnh xc + H thng thng tin ni b: Cc thng tin bn trong Ngn hng c thng bo nhanh chng, kp thi n cc phng ban, chi nhnh mi khi c thng tin mi pht sinh hoc c s c, c th nhanh chng gii quyt, t p ng c cht lng i ng nhn vin c th cung cp cho khch hng cc thng tin chnh xc nht, cp nht nht.Nng cao h thng thng tin ny s m bo dch v Ngn hng in t s t c hiu qu cao hn 2.2. Xc tin cc hot ng qung co, khuyn mi dnh cho khch hng - Dch v Ngn hng in t hot ng hiu qu i hi Ngn hng phi hon thin website ca mnh. Do , cn khng ngng nng cao cht lng Web, to trang web c ni dung a dng, phong ph vi lng thng tin cung cp c cht lng v thng xuyn c cp nht, i mi Thc hin khai thc hiu qu trang Web ca ngn hng mnh t chc hot ng tip th, qung co, t vn... nhm thu ht khch hng quan tm v ch n cc sn phm dch v ca ngn hng, to iu kin thun li thu ht v pht trin khch hng tim nng, khch hng mi. - Qui trnh ng k th tc s dng dch v Ngn hng in t nn thu gn v n gin hn, thc t cho thy hin nay mun s dng dch v ny, khch hng vn phi ti cc chi nhnh ng k trc tip. y l mt bt cp v c l cch gii quyt chnh l vic hon thin hn na website ca chnh Ngn hng - Khai thc ti a hiu qu hot ng ca cc knh qung co nh bo ch, truyn hnh, website...Bn cnh l y mnh cc knh v phng thc qung co khc nh t chc s kin, ti tr, qung co ngoi tri qua cc bng rn, khu hin, cc thng ip qung co... Lm tt iu ny, Techcombank to c ch ng nht nh trong lng ngi dn, t , s thu ht mt s lng khch hng ng o la chn Techcombank l ngn hng ca mnh, qua , s lng khch s dng dch v Ngn hng in t cng s tng. Ngoi ra, i tng chnh s dng dch v Ngn hng in t hin nay a s l nhng ngi tr tui, c a v x hi, c thu nhp cao. y cng L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

chnh l cch tt tip cn su rng hn vi nhiu tng lp x hi nhiu tui khc nhau v dch v Ngn hng in t 2.3. a dng ha cc hnh thc dch v ca Ngn hng in t thu ht ng o i tng khch hng s dng dch v Ngn hng in t hn na i hi s thun tin hn na trong cc giao dch ca dch v ny. C th l khng ch dng li vic kt hp vi mt s i tc trong mt s lnh vc nh bo him, truyn thng, website mua bn, hng hng khng... Dch v Ngn hng s nn tip tc m rng ra cc lnh vc nh chng khon, in, nc, ...Dch v ca Ngn hng in t cng a dng th s cng to cho khch hng cm thy s thun tin khi s dng dch v. H s tn t thi gian hn cho vic i n cc n v thanh ton cc ha n tiu dng, ngn thi gian cho vic mua sm, v bt tin trong vic thanh ton....Khng ch th, vn ti chnh c nhn v ti chnh gia nh s c Techcombank t vn v tr gip.... Tm li, a dng ha cc hnh thc dch v ca Ngn hng in t s l bin php tt gia tng s lng khch hng s dng dch v v nng cao hi lng vi dch v ca nhng khch hng ang s dng dch v.

Kt lun

L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Ngn hng in t ti Vit Nam hin ang c cc Ngn hng tch cc khai thc trin khai, v trong tng lai s cn tip tc pht trin cng vi s pht trin hn na ca Thng mi in t ti Vit Nam. V chc chn rng, Ngn hng TMCP K thng s tip tc nng cao cht lng hiu qu hot ng ca dch v Ngn hng in t ni ring cng nh ton b cc dch v Ngn hng ni chung em n cho ngi s dng s hi lng cao nht. Trong thi gian thc tp ngn ngi l 4 tun, vi nhng thng tin, hiu bit thu c v dch v Ngn hng in t ni trn, mt ln na, ti xin cm n chn thnh Phng Nghin cu v pht trin sn phm th gip nhit tnh hng dn, gip ti trong sut thi gian thc tp ti c c nhng kin thc v nghip v Ngn hng, v cch thc pht trin mt sn phm v a sn phm dch v n vi ngi s dng. Ti cng xin chn thnh cm n ging vin Bi Lin H, khoa QTKD, trng i hc Ngoi Thng, H Ni hng dn, gi m, gp trong qu trnh hon thnh bo co ca ti.

L Thanh Phng Lp A2, QTKD, K44

Ngn hng in t

GVDH Bi Lin H

Ti liu tham kho

1. 2. 3. 4. 5. http://www.techcombank.com.vn/ www.vnba.org.vn http://www.sbv.gov.vn Lut giao dch in t 2005 Gio trnh Marketing Ngn hng. Tc gi: ng Vit Tin, Hc vin Ngn hng 6. Mt s ti liu, bo co v tnh hnh s dng, pht trin, qui trnh hng dn s dng dch v Ngn hng in t ca Techcombank 7. Cc ti liu thng tin v s pht trin, ra i, cc sn phm dch v ca Techcombank

L Thanh Phng Lp A2, QTKD, K44