B GIO DC V O TO

TRNG I HC KINH T TP. HCM

TIU LUN MN QUN TR HC



TI:

XY DNG CHIN LC KINH
DOANH CHO SN PHM TH
THANH TON TI NGN HNG
QUN I GIAI ON 2011- 2015





Nhm thc hin: Nhm 3
Lp: Cao hc kinh t
Kha 20 m 1















TP. H Ch Minh, thng 01 nm 2011
B GIO DC V O TO
TRNG I HC KINH T TP. HCM







TIU LUN MN QUN TR HC





TI:

XY DNG CHIN LC KINH DOANH CHO SN
PHM TH THANH TON TI NGN HNG QUN
I GIAI ON 2011- 2015







Gio vin hng dn : TS. TRN NG KHOA
Nhm thc hin : Nhm 3
Danh sch thnh vin:
1. Lu Anh A
2. Nguyn Vn Dng
3. Nguyn Th Nguyt H
4. Bi Th Kim Hong
5. L Th Thanh Hng
6. ng L Khoa
7. Nguyn c Lai
8. L Uyn Phng
9. Nguyn Phng Tho
10. Trn Th Tuyn




TP. H Ch Minh, thng 01 nm 2011
Trang 1

MC LC
Trang
MC LC .................................................................................................................. 1
LI M U ............................................................................................................ 2
CHNG 1: C S L LUN. ........................................................................... 4
1.1. Mt s khi nim v chin lc ....................................................................... 4
1.2. Qui trnh xy dng chin lc kinh doanh ....................................................... 4
1.2.1. Xc nh mc tiu chin lc ...................................................................... 5
1.2.2. Phn tch nh gi mi trng bn ngoi ................................................... 5
1.2.3. Phn tch nh gi mi trng bn trong .................................................... 6
1.2.4. Hnh thnh cc phng n chin lc ......................................................... 6
1.2.5. La chn chin lc ph hp ...................................................................... 7
1.3. Vai tr ca chin lc n hot ng kinh doanh ca cng ty ........................ 7
CHNG 2: THC TRNG HOT NG KINH DOANH CA
NGN HNG QUN I ............................................................... 9
2.1. Thc trng chung trong hot ng kinh doanh th ca h thng NHTM ti
Vit Nam ..................................................................................................................... 9
2.1.1. Lch s hnh thnh v pht trin ca th thanh ton ................................... 9
2.1.2. c im v phn loi th thanh ton ....................................................... 10
2.2. Thc trng hot ng kinh doanh th ca NH Qun i ............................... 14
2.2.1. Gii thiu khi qut v NH Q ................................................................ 14
2.2.2. Khi qut v dch v th ca Ngn hng Qun i ................................... 15
2.2.3. Tnh hnh hot ng kinh doanh th ca NHQ trong nm 2009 - 2010. 18
CHNG 3: XUT CHIN LC HOT NG KINH DOANH TH CA
NGN HNG QUN I N NM 2015 ......................................................... 20
3.1. Mc tiu chin lc kinh doanh: .................................................................... 20
3.2. Bng ma trn SWOT phn tch mi trng kinh doanh ca MB .................. 21
3.3. xut chin lc hot ng cho ngn hng Q n nm 2015 .................. 23
3.3.1. u t cng ngh ...................................................................................... 23
3.3.2. a dng ha tnh nng dch v th ............................................................ 24
3.3.3. Pht trin ngun nhn lc .......................................................................... 24
3.3.4. Tng cng hot ng Marketing ngn hng ........................................... 25
Kt lun ..................................................................................................................... 27
TI LIU THAM KHO ........................................................................................ 28
Trang 2

LI M U
1. Tnh cp thit ca ti
Ngn hng ra i v pht trin gn lin vi s ra i v pht trin ca nn kinh
t hng ho gii quyt nhu cu phn phi vn, nhu cu thanh ton, phc v cho
pht trin, m rng sn xut kinh doanh ca cc t chc kinh t, c nhn vi c th
kinh doanh trn lnh vc tin t. Trong n lc nhm thu c li nhun, cc ngn hng
khng th chi b ri ro, m ch c th tm cch lm cho hot ng ny tr nn an ton
v hn ch n mc ti a nhng tn tht c th c bng cch ra cho mnh mt
chin lc kinh doanh hiu qu.
hi nhp thnh cng v khng b lp v trn sn nh, cc NHTM phi xc
nh c chin lc kinh doanh hiu qu nhm nng cao nng lc cnh tranh. Mt
trong nhng yu t gip ngn hng tng tnh cnh tranh l tng cng thu ht
khch hng bng cch cng c v nng cao hn na cc dch v ca mnh, c bit l
hot ng dch v th ATM.
y chnh l vn mang tnh cp bch trong h thng ngn hng thng mi
ni chung. Nhn thy c c iu nn nhm mnh dn chn phn tch ti
Xy dng chin lc kinh doanh cho hot ng kinh doanh th ATM ca ngn hng
Qun i.
2. i tng nghin cu
Xut pht t s cn thit ca vn cn nghin cu, trn c s yu cu v vi
kh nng nghin cu, tiu lun la chn i tng nghin cu chnh l Chin lc
kinh doanh th ATM ca ngn hng.
3. Phm vi nghin cu
Hot ng ca Ngn hng l rt a dng, trong ti ny nhm xin thu hp
phm vi nghin cu ca mnh trong lnh vc th ATM ca ngn hng, c th l hot
ng kinh doanh th ATM ca Ngn hng Qun i.
4. Mc tiu nghin cu
Da trn nhng bo co ti chnh v cc s liu tng hp ca Ngn hng Qun
i tng hp v phn tch a ra nhng nh gi v thc trng hin ti trong hot
ng kinh doanh ni chung v hot ng th ni ring, t rt ra nhng nhn nh v
Trang 3

nguyn nhn ch quan v khch quan nh hng n qu trnh kinh doanh th v mt
s chin lc kin ngh nng cao hiu qu hot ng ca Ngn hng Qun i trn c
s cc l lun tng quan v chin lc kinh doanh.
5. Phng php nghin cu
Thu thp s liu: Thu thp nhng ngun c lin quan n hot ng kinh doanh
gm cc bo co ti chnh, bng tng hp s liu qua cc thi k,ca Ngn hng kt
hp vi nhng ti liu, kin thc chuyn mn v hot ng kinh doanh th ATM.
Phng php so snh: Xc nh mc bin ng tng i v tuyt i cho
nhng ch tiu c lin quan.
Phng php m t: Dng bng biu hay th miu t cho nhng ch tiu
phn tch.
6. Kt cu tiu lun
Vi i tng, mc ch, phm vi nghin cu trn, tiu lun ngoi phn m
u, kt lun, c kt cu thnh 3 chng:
Chng 1: C s l lun
Chng 2: Thc trng hot ng kinh doanh ca NH Qun i
Chng 3: Mt s xut cho chin lc hot ng kinh doanh ca NH Q
n nm 2015
Trang 4

CHNG 1: C S L LUN
1.1. Mt s khi nim v chin lc
nh ngha chin lc
Chin lc l phng hng v quy m ca mt t chc trong mt thi gian
di. Chin lc s mang li li th cho t chc thng qua vic sp xp ti u cc
ngun lc trong mt mi trng cnh tranh nhm p ng nhu cu th trng v k
vng ca cc nh gp vn. l s tm kim thn trng mt k hoch hnh ng
pht trin v kt hp li th cnh tranh ca t chc. Nhng iu khc bit gia cng ty
v i th cnh tranh l c s cho li th ca cng ty. Khng th cng tn ti hai i
th cnh tranh nu cch kinh doanh ca h ging ht nhau. Cn phi to ra s khc
bit mi c th tn ti. V chin lc cnh tranh lin quan n s khc bit . l
vic la chn cn thn mt chui hot ng khc bit to ra mt tp hp gi tr c
o.
Phn loi chin lc
Chin lc kinh doanh - lin quan nhiu hn n vic lm th no mt doanh
nghip c th cnh tranh thnh cng trn mt th trng c th. N lin quan n cc
quyn nh chin lc v vic la chn sn phm, p ng nhu cu khch hng, ginh
li th cnh tranh so vi cc i th, khai thc v to ra c cc c hi mi v.v..
Chin lc tc nghip - lin quan n vic tng b phn trong doanh nghip s
c t chc nh th no thc hin c phng hng chin lc cp cng
ty v tng b phn trong doanh nghip, tp trung vo cc vn v ngun lc, qu
trnh x l v con ngi.
1.2. Qui trnh xy dng chin lc kinh doanh
Mi doanh nghip u c nhim v hay s mng nht nh, tt c cc hot ng
ca doanh nghip u phi hng n nhim v ca mnh. Chnh v vy, chin lc
kinh doanh cng phi bt ngun t nhim v ca doanh nghip, nhim v l c s cho
chin lc kinh doanh v mc ch ca chin lc cng l nhm hon thnh nhim v
ca doanh nghip. Do , vic u tin ca qu trnh hoch nh chin lc sn xut
Trang 5

kinh doanh l phi xc nh c nhim v hay s mng ca doanh nghip l g. Sau
khi xc nh c nhim v ca mnh th doanh nghip s xy dng mt chin lc
ph hp hon thnh nhim v, s mng ca mnh. Qui trnh xy dng chin lc
c thc hin thng qua 5 bc c bn l: xc nh mc tiu, phn tich nh gi mi
trng bn ngoi, phn tich nh gi mi trng bn trong, hnh thnh cc phng n
chin lc v bc cui cng l la chn chin lc ph hp.
1.2.1. Xc nh mc tiu chin lc
Xc nh mc tiu chin lc l giai on u tin v cng l nn tng cho
vic xy dng chin lc. Mc tiu t ra nhm to iu kin tin , l hng phn
u cho doanh nghip thc hin v t c kt qu theo mong mun. Do chin
lc c th v mang tnh thc tin cao th mc tiu t ra phi ph hp thc tin, ph
hp vi tng iu kin c th ca doanh nghip.
1.2.2. Phn tch nh gi mi trng bn ngoi
Mi trng kinh t: Nhng din bin ca mi trng kinh t v m bao gi
cng cha ng nhng c hi v e da khc nhau i vi tng doanh nghip trong
cc ngnh khc nhau, c nh hng tim tng n cc chin lc ca doanh nghip.
Mi trng chnh tr - lut php: Doanh nghip hot ng kinh doanh v ra
cc chin lc hot ng trn c s nhng quy nh ca php lut. Cc xu hng
chnh tr, php lut cha ng nhng tn hiu v mm mng cho s thay i ca mi
trng, to ra c hi v ri ro cho hot ng ca cng ty.
Mi trng vn ha x hi: S thay i ca cc yu t vn ha x hi thng
xy ra chm hn so vi cc yu t khc, nhng trn thc t n vn c s bin ng.
Khi doanh nghip a ra chin lc hot ng cn c s xem xt nh gi trn c s
cc yu t vn ha x hi hin ti v d on c chiu hng thay i thay i ca
n n ly nhng c hi v gim thiu nguy c.
Mi trng dn s: Nhng thay i trong mi trng dn s s tc ng trc
tip n s thay i ca mi trng kinh t v x hi, nh hng n chin lc kinh
doanh ca cng ty. Nhng thng tin ca mi trng dn s cung cp nhng d liu
Trang 6

quan trng cho vic hoch nh chin lc sn phm, chin lc th trng, phn phi,
tip th, qung co,
Mi trng t nhin: Cc yu t t nhin nh hng n cuc sng ca con
ngi v l yu t u vo cho mt s ngnh kinh doanh, l yu t quan trng hnh
thnh li th cnh tranh ca cc sn phm, dch v.
Mi trng cng ngh: S bin ng ca mi trng cng ngh - khoa hc k
thut cha ng nhng c hi v th thch i vi doanh nghip, t doanh nghip i
vo con ng hi nhp v i mi cng ngh vi nhp pht trin ca nn kinh t khoa
hc.
Mi trng ngnh:
Khch hng: y l i tng mc tiu cho mi chin lc kinh doanh ca
doanh nghip, l yu t quyt nh u ra ca doanh nghip.
Cung ng: nh hng n cc yu t u vo ca doanh nghip, nh hng
n cht lng v s lng ca sn phm v dch v.
i th cnh tranh: y l yu t e da trc tip n hot ng ca doanh
nghip. Chin lc kinh doanh ca doanh nghip khi t ra cn c cn c trn vic
phn tch tnh hnh hot ng v chin lc ca cc i th cnh tranh (bao gm cnh
tranh trc tip, gin tip, hin hu, tim n,).
1.2.3. Phn tch nh gi mi trng bn trong
Bao gm cc yu t v iu kin bn trong ca doanh nghip, nh: nhn lc,
kh nng nghin cu v pht trin, kh nng ti chnh, c s vt cht trang thit b,
vn ha ca t chc,
Doanh nghip mun a ra cc chin lc hot ng cn xem xt cc yu t
bn ngoi nh gi cc c hi v e da, song song l cn nhc cc yu t bn
trong nhn thc c im mnh v im yu ca mnh, t xc nh nhng
phng n c th xy ra v tin hnh la chn phng n chin lc thc hin.
1.2.4. Hnh thnh cc phng n chin lc
hnh thnh nn chin lc kinh doanh, doanh nghip phi phn tch k tc
ng ca mi trng bn trong v mi trng bn ngoi ca doanh nghip mnh, nhn
Trang 7

dng c cc mt mnh, mt yu, cc c hi v nguy c m doanh nghip ang phi
i mt, qua gip doanh nghip hnh thnh cc phng n chin lc kinh doanh
mt cch c th v hiu qu, ph hp vi iu kin ca doanh nghip mnh, pht huy
nhng im mnh v khc phc nhng im yu hnh thnh nn nhng chin lc
tt nht.
Cc cng c hnh thnh phng n chin lc:
Ma trn nh gi cc yu t bn ngoi EFE: cho php nh gi cc tc ng
ca mi trng bn ngoi n cng ty.
Ma trn nh gi cc yu t bn trong IFE: cho php nh gi cc mt mnh,
yu quan trng ca cc b phn chc nng ca cng ty, cch trin khai cng tng t
nh ma trn EFE.
Ma trn nh gi im mnh, im yu, c hi v nguy c - Ma trn SWOT:
M hnh phn tch SWOT l mt cng c rt hu dng cho vic nm bt v ra quyt
nh trong mi tnh hung i vi bt c t chc kinh doanh no. Vit tt ca 4 ch
Strengths (im mnh), Weaknesses (im yu), Opportunities (c hi) v Threats
(nguy c), SWOT cung cp mt cng c phn tch chin lc, r sot v nh gi v
tr, nh hng ca mt cng ty hay ca mt n kinh doanh. SWOT ph hp vi
lm vic v phn tch theo nhm, c s dng trong vic lp k hoch kinh doanh,
xy dng chin lc, nh gi i th cnh tranh, tip th, pht trin sn phm v dch
v
1.2.5. La chn chin lc ph hp
Doanh nghip sau khi thc hin phn tch mi trng bn trong v mi trng
bn ngoi, cc mt mnh, mt yu, c hi v nguy c ca doanh nghip mnh, t
lm c s la chn chin lc kinh doanh ph hp vi doanh nghip mnh. Cc
chin lc s c sp xp v la chn theo th t u tin t cao, n thp t
doanh nghip quyt nh la chn chin lc ph hp, tt nht cho doanh nghip.
1.3. Vai tr ca chin lc n hot ng kinh doanh ca cng ty
Cng ty hot ng m khng c chin lc v nh mt ngi i trn ng m
khng xc nh mnh i u, v u, c mc cho m ng (th trng v i th) y
Trang 8

theo hng no th dch chuyn theo hng . Khi khng c phng hng v mc
tiu c th, cng ty s khng tm c cho mnh mt l do v ng lc tn ti v
pht trin. Vi vic a mt chin lc kinh doanh, cng ty hoch nh c mt
k hoch di hn mang tnh tng th vi nhng chng trnh hnh ng tng qut
trin khai mt cch hiu qu cc mc tiu ra m bo s ph hp vi s thay i
ca mi trng.
i vi hot ng kinh doanh ngn hng, hoch nh c mt chin lc kinh
doanh hiu qu s gip xc nh phng hng hot ng v cung cp cho cc nh
qun tr ngn hng b khung nhm hng dn t duy v hnh ng ca h trong c di
hn v ngn hn. Trn c s to ra nhng cn c vng chc cho vic ra cc
chnh sch, cc quyt nh trong kinh doanh. Mt khc, y l c s cho tt c cc
thnh vin trong ngn hng hiu c mc ch v nh hng hot ng kinh doanh,
tng tnh ch ng v thch nghi.
Ni tm li, c hi v ri ro lun i km vi nhau. iu quan trng l cc
doanh nghip ni chung v cc ngn hng ni ring c kh nng thch nghi v nm
bt kp thi cc c hi, vt qua nhng ri ro, th thch hay khng u ty thuc vo
nhng chin lc kinh doanh trong c di hn v ngn hn. Mt chin luc kinh doanh
hiu qu l mt chin lc bit to ra s khc bit trong cch thc kinh doanh, kh
nng lnh hi v nm bt thi c. l yu t gip cho doanh nghip vt tri hn
hn so vi cc i th cnh tranh khc.

Trang 9


CHNG 2: THC TRNG HOT NG KINH DOANH CA
NGN HNG QUN I
2.1. Thc trng chung trong hot ng kinh doanh th ca h thng NHTM
ti Vit Nam
2.1.1. Lch s hnh thnh v pht trin ca th thanh ton
Nm 1990 Hp ng lm i l chi tr th Visa gia Ngn hng Php BFCE v
Ngn hng Ngoi thng VN m u cho s du nhp ca th thanh ton vo Vit
Nam. S lin kt ny ch yu l nhm phc v cho lng khc du lch quc t ang
n VN ngy cng nhiu. Sau Ngn hng Ngoi thng, Ngn hng Si Gn Thng
Tn cng lin kt vi trung tm thanh ton th Visa lm i l thanh ton. C l
chnh sch m ca thng thong em li cho VN mt b mt kinh t - x hi nhiu
trin vng. Cc d n u t nc ngoi tng t s lng n quy m, cc nh ch ti
chnh ln ch n VN v i theo nhng tp on ny l cc dch v song hnh
trong th thanh ton l khng th thiu c.
Nm 1995 cng vi Ngn hng Ngoi thng TP.HCM, Ngn hng TMCP
Chu, Ngn hng lin doanh First Vina Bank v Ngn hng TMCP Eximbank
c Thng c Ngn hng Nh nc VN cho php chnh thc gia nhp t chc th
quc t Mastercard.
Nm 1996 Ngn hng Ngoi thng chnh thc l thnh vin ca t chc Visa
International. Tip sau l Ngn hng Chu, Ngn hng Cng thng VN cng
ln lt l thnh vin chnh thc ca t chc VisaCard, trong Ngn hng Ngoi
thng v Chu thc hin thanh ton trc tip vi t chc ny. Cng trong nm ny
Ngn hng Ngoi thng VN (Vietcombank) pht hnh th im th Ngn hng u
tin, ng thi Hi cc ngn hng thanh ton th VN cng c thnh lp vi 4 thnh
vin sng lp gm Vietcombank, Ngn hng TMCP Chu, Ngn hng TMCP Xut
nhp khu (Eximbank) v First VinaBank. Hnh lang php l cho hot ng th lc y
ch l quyt nh s 74 do Thng c Ngn hng Nh nc k ban hnh ngy
10/04/1993, quy nh th l tm thi v pht hnh v s dng th thanh ton. Vic
ng dng th VN vo thi im cn b gii hn rt nhiu v c s php l, iu
Trang 10

kin kinh t h tng k thutTrn c s tha thun ca Ngn hng Nh nc, ngn
hng thng mi th im pht hnh th t xy dng quy ch, hp ng pht hnh v
s dng th, tc tnh php l ch dng mc iu chnh ni b gia ngn hng pht
hnh v ch th.
Th trng th nm 2006, 2007 tr nn si ng v VN bc vo sn chi
rng l WTO, th trng ti chnh VN cng cnh tranh quyt lit hn khi c thm
nhiu Ngn hng nc ngoi u t vo y v dch v th tn dng, th ATM l mt
loi v kh c lc Ngn hng thm nhp th trng. Hng lot sn phm th
thanh ton ra i, m ra mt cuc so ti pht hnh th gia gia cc ngn hng trong
nc. u tin l Ngn hng TMCP K Thng VN Techcombank, ngn hng ny
tung ra hng lot th thanh ton, ni tri l th FastAccess. Tip theo , Ngn hng
TMCP Si Gn Thng Tn Sacombank kt hp cng t chc Visa ra mt th
thanh ton Quc t Sacom Visa Debit. y l phng tin thanh ton nng ng nhm
vo gii doanh nhn: ch ti khon c th dng th thanh ton trong v ngoi nc.
2.1.2. c im v phn loi th thanh ton
C nhiu cch phn loi th thanh ton: phn loi theo cng ngh sn xut,
theo ch th pht hnh, tnh cht thanh ton ca th, theo phm vi lnh th,
Phn loi theo cng ngh sn xut: Th khc ch ni, th bng t, th thng
minh
Th khc ch ni (Embossing Card): Da trn cng ngh khc ch ni, tm th
u tin c sn xut theo cng ngh ny. Hin nay, ngi ta khng cn s dng loi
th ny na v k thut qu th s d b gi mo
Th bng t (Magnetic Stripe): da trn k thut th tn vi hai bng t cha
thng tin ng sau mt th. Th ny c s dng ph bin trong 20 nm qua
nhng bc l mt s nhc im nh: do thng tin ghi trn th khng t m ha c,
th ch mang thng tin c nh, khng gian cha d liu t, khng p dng c k
thut m ha, bo mt thng tin
Th thng minh (Smart Card): y l th h mi nht ca th thanh ton, th c
cu trc hon ton nh mt my vi tnh.
Trang 11

Phn loi theo tnh cht thanh ton ca th: Th tn dng, th ghi n, th
rt tin mt
Th tn dng (Credit Card): l loi th c s dng ph bin nht, theo ch
th c php s dng mt hn mc tn dng khng phi tr li mua sm hng ha,
dch v ti nhng c s kinh doanh, khch sn, sn baychp nhn loi th ny. Ch
th c ng trc mt hn mc tiu dng m khng phi tr tin ngay, ch thanh ton
sau mt k hn nht nh.
Th ghi n (Debit Card): l loi th c quan h trc tip v gn lin vi ti
khon tin gi. Loi th ny khi c s dng mua hng ha hay dch v, gi tr
nhng giao dch s c khu tr ngay lp tc vo ti khon ca ch th thng qua
nhng thit b in t t ti cc ca hng, khch snTh ghi n cn hay c s
dng rt tin mt ti cc my rt tin t ng.
C hai loi th ghi n c bn:
Th Online: l loi th m gi tr nhng giao dch c khu tr ngay lp tc
vo ti khon ca ch th.
Th Offline: l loi th m gi tr nhng giao dch c khu tr vo ti khon
ca ch th sau vi ngy.
Th rt tin mt (Cash Card)
L loi th rt tin ti cc my rt tin t ng hoc ngn hng. V vi chc
nng ch rt tin, yu cu t ra i vi loi th ny l ch th phi k qu tin gi
vo ti khon ngn hng hoc ch th c cp tn dng thu chi mi s dng c.
C 2 loi th rt tin mt:
Loi 1: Ch rt tin ti nhng my t ng ca Ngn hng pht hnh.
Loi 2: c s dng rt tin khng ch Ngn hng pht hnh m cn
c s dng rt tin cc Ngn hng cng tham gia t chc thanh ton vi Ngn
hng pht hnh th.
Phn loi theo phm vi lnh th: Th trong nc, th quc t
Th trong nc: l th c gii hn trong phm vi mt quc gia, do vy ng
tin giao dch phi l ng bn t ca nc .
Trang 12

Th quc t: y l loi th c chp nhn trn ton th gii, s dng cc
ngoi t mnh thanh ton.
Phn loi theo ch th pht hnh: Th do ngn hng pht hnh, th do t
chc phi ngn hng pht hnh
Th do Ngn hng pht hnh (Bank Card): l loi th do ngn hng pht hnh
gip cho khch hng s dng mt s tin do Ngn hng cp tn dng.
Th do t chc phi Ngn hng pht hnh: l loi th du lch, gii tr ca cc tp
on kinh doanh ln hoc cc cng ty xng du ln, cc ca hiu lnpht hnh nh
Diners Club, Amex
Thc trng chung v hot ng kinh doanh th ca h thng Ngn hng
Vit Nam
Tnh n ngy 31/12/2009 th trng Vit Nam pht hnh c hn 20 triu
th, tng 145% so vi cng k nm 2008 l hn 13 triu th. Ngn hng Nng Nghip
vn ln ng u vi hn 4,1 triu th chim 20.7% th phn. Tip theo l NHTMCP
ng vi 4 triu th, chim 19% th phn. ng th 3 l Ngn hng TMCP Ngoi
Thng vi hn 3,8 triu th, chim 19% th phn, Ngn hng TMCP Cng thng
ng th 4 vi hn 3 triu th, chim 15,1% th phn, Ngn hng u t v Pht trin
ng th 5 vi vi 1,8 triu th, chim 9,1% th phn. T6/2010 c ti 24 triu th
vi 48 t chc pht hnh th v hn 190 thng hiu th cng vi gn 11.000 ATM v
khong 37.000 thit b chp nhn th POS (l ni thc hin giao dch/giao tc
(transaction) mua bn l), mt con s ch tnh n u thng 6.2010. So vi thi im
cui nm 2009, s lng th pht hnh tng thm 14,3%, s lng my ATM c lp
t thm cng tng ti 22,2%, s lng POS tng 9%.
Tng quan nm 2009
Tng s ngn hng tham gia th phn th: 45
Tng s th ghi n ni a: 20,2 triu th
Tng s th quc t: 1,42 triu th
Tng s ATM: 9.965 my
Tng s POS: 36.620
Tng doanh s s dng 328 t ng
Trang 13

Tng doanh s tanh ton th quc t n VN: 1,07 t USD
Th phn th ghi n ni a 2009
VCB: 18,8%
Agribank: 20,3%
BIDV:9,4%
Viettinbank: 14,9%
ng : 19,8%
Khc: 16,8%
Pht hnh th quc t
Tng s ngn hng pht hnh: 17 ngn hng
Th tn dng quc t : 14 ngn hng pht hnh vi khong 1,1 triu th
VCB: 481.000 th, chim 33,7% th phn
ACB: 365.000 th, chim 25,5% th phn
Sacombank: 133.000 th, chim 9,3% th phn
H thng th ATM 2009
Tng s my 9.965 my tng 2.485 my so vi 2008
Tng s ngn hng c my: 26 ngn hng
Ngn hng Nng nghip: 1.702 my, chim 17,8% th phn
VCB: 1.483 my, chim 14,88% th phn
Viettinbank:1.042 my, chim 10.46% th phn
BIDV: 994 my, chim 9,97% th phn
H thng POS 2009
Tng s my: 3.620 my, yawng 9.690 my so vi 2008
VCB: 9700 my, chim 26,49% th phn
PG Bank: 3.748 my, chim 10,2% th phn
Viettinbank: 3.161 my, chim 8,63% th phn
Agribank: 2.715 my, chim 7,41% th phn
Theo s liu ca Cty CP Chuyn mch Ti chnh Quc gia Vit Nam
(Banknetvn), cho n nay, h thng ngn hng VN c 11.000 my ATM, 42.000
Trang 14

im chp nhn th (POS); hn 40 ngn hng pht hnh th, vi trn 27 triu th thanh
ton c pht hnh.
Ch th c th s dng mng li ATM/POS rng khp ca tt c ngn hng,
thay v ch c giao dch ti cc my ATM/POS ca mt s ngn hng no trong
ni b h thng ca mnh.
Cui thng 5/2010, th trng th thanh ton (th ATM) Vit Nam chnh
thc c lin thng ton b khi h thng chuyn mch Ti chnh Quc gia Vit Nam
(Banknetvn) v h thng th VNBC chnh thc kt ni. Ba h thng x l giao dch
th ln nht l Banknetvn, Smartlink v VNBC c kt ni lin thng, hnh thnh
mt mng li thanh ton gm 42 ngn hng thnh vin, hn 8000 my ATM, chim
khong 90% s my ATM hin c trn th trng. S lin kt thng sut ny c cc
ngn hng k vng s mang li sc bt mi cho dch v th ca ngn hng.

Tuy nhin, a s cc ch th ATM ch dng nhn lng ch khng pht sinh
nhiu giao dch trn th. Mt tr ngi khc i vi qu trnh thc y thanh ton khng
dng tin mt l s thiu thng nht trong h thng POS ti Vit Nam. Nhiu POS ch
c th chp nhn th ca mt vi ngn hng nht nh, gy bt tin cho ngi dng
cng nh lng ph trong u t.
2.2. Thc trng hot ng kinh doanh th ca NH Qun i
2.2.1. Gii thiu khi qut v NH Q
T ch trng phi xy dng mt nh ch ti chnh pht trin ca cc doanh
nghip qun i, tng thnh lp Ngn hng Qun i Military Bank (MB) hnh
thnh. Sau 18 thng tch cc chun b ngy 04/11/1994 Ngn hng TMCP Qun i
chnh thc i vo hot ng ti tr s s 28 in Bin Ph - H Ni. Ch vi s vn
iu l 20 t ng u tin v 25 cn b nhn vin, MB tng bc gy dng nim
tin ni khch hng v cng chng. Sau 16 nm hot ng, MB hin l mt trong ba
Trang 15

Ngn hng thng mi c phn hng u ti Vit Nam. Tnh n nm 2010, Ngn
hng Qun i c mng li gm 139 chi nhnh v Phng Giao dch, trong c 36
chi nhnh Online ca vi s vn iu l ln n 7.300 t ng, li nhun trc thu l
1.670 t, tng ti sn n cui nm 2010 l 96.000 t ng. MB khng dng li quy
m ca mt Ngn hng n thun m hng ti mt m hnh tp on ti chnh vi
cc cng ty thnh vin trong nhiu lnh vc nh :Chng khon (Cng ty Chng khon
Thng Long), qun l qu (Cng ty CP Qun l qu u t MB), qun l ti sn (Cng
ty Qun l ti sn Ngn hng Qun i), a c (Cng ty CP a c MB), bo him
(Cng ty CP Bo him Qun i). Hin nay, MB c quan h i l vi khong 800
Ngn hng v chi nhnh Ngn hng ti 75 quc gia v vng lnh th, trong MB t
quan h vi cc Ngn hng hng u ti cc quc gia v vng lnh th .
Nm 2004, MB gii thiu sn phm th thanh ton Active Plus ra th trng ,
y l sn phm th ghi n u tin trn th trng vi c im ni bt l tt c cc
khch hng (trong tui lao ng) s dng th u c bo him an ton c nhn
vi mc bo him ln ti 10 triu ng.
Nm 2010 chng kin nhiu du n quan trng trong hot ng ca MB. Hon
thnh trc thi hn ra cc ch tiu ti chnh c bn, MB c nhiu iu kin tch
cc tham gia cng Chnh ph bnh n li sut trn th trng. Ngn hng hon
thnh kt ni vi nhng lin minh th ln nht ti Vit Nam (Banknet, VNBC,
Smartlink).
2.2.2. Khi qut v dch v th ca Ngn hng Qun i
Loi th: L th ghi n ni a, mang thng hiu ACTIVE plus. Th ACTIVE
plus c ba hng: Chun (B), Vng (G), c bit (D)
Th ghi n ni a: l th cho php ch th thc hin giao dch th trong nc
trn c s s tin trong ti khon tin gi ca ch th m ti Ngn hng pht hnh.
Th ghi n do MB pht hnh mang thng hiu l Active Plus
Hng th quy nh v hn mc rt tin, chuyn khon, chi tiu mi ngy cho
ch th. Th Active Plus gm 3 hng th: Silver, Gold, Diamond.
Trang 16


Tin ch ca th: C y cc tin ch, tnh nng c bn ca th ghi n ni
a.
Trn my ATM
c dng th rt tin mt v s dng cc dch v khc ti my ATM, thanh
ton hng ha, dch v ti n v chp nhn th ca Ngn hng Qun i v cc Ngn
hng khc trong lin minh.
c tra sot, khiu ni cc vn lin quan n vic s dng th, pht hnh
li PIN, th,
Thc hin giao dch trong phm vi s tin trong ti khon tin gi thanh ton
ca ch th m ti NHQ, trn lnh th Vit Nam nh:
Rt tin mt
Chuyn khon
Kim tra s d ti khon
In Sao k ti khon
Thanh ton cc ph di ng Viettel qua my ATM
Cc dch v khc
Thu chi ti khon: Khi s hu th bn c xem xt cp hn mc thu chi
theo Quy nh ca MB. Bn s c thu chi ti 5 ln thu nhp hng thng ti a 100
triu ng, vi thi hn thu chi ti a l 12 thng.
Trn my POS (Point of Sale): im chp nhn thanh ton
Thanh ton hng ha, dch v m khng dng tin mt
Nhng im chp nhn thanh ton th:
H thng siu th, trung tm mua sm
Trang 17

Nh hng, ca hng
Khch sn
Cc loi hnh khc
Hn mc giao dch ca th Active Plus
Hn mc
Loi th
Hng chun B
Hng vng
G
Hng c
bit D
S tin rt ti a 1
ln
2.000.000 2.000.000 2.000.000
S tin rt ti thiu
1 ln
50.000 50.000 50.000
Hn mc rt tin
mt; chuyn khon
mt ngy
10.000.000 15.000.000 20.000.000
S giao dch rt tin
mt, chuyn khon
mt ngy
10 15 20
Hn mc chi tiu
mua hng ha, dch
v
Ton b s d
ti khon
Ton b s
d ti khon
Ton b s d
ti khon

Biu ph ca th Active Plus
Ph pht hnh
Ph pht hnh th ( pht hnh th chnh, th ph v cc hng th ) : 50.000 \
th
Ph pht hnh li th ( th chnh, th ph, v cc hng th ) : 40.000 \ th
Ph cp li PIN : 10.000 \ PIN
Ph tra sot ( p dng thu khi ch th khiu i khng ng ) : 20.000 \ giao
dch
Trang 18

Ph giao dch
Cc khon ph Ti
ATM ca MB
Ti ATM ca
Banket v Smartling
Ph rt tin mt Cha thu 3000 \ giao dch
Ph chuyn khon Cha thu 1.500 \ giao dch
Ph truy vn s d 5 giao
dch gn nht
Cha thu 1.500 \ giao dch
Ph in sao k Cha thu 1.500 \ giao dch

im khc bit ca th
Thanh ton cc ph di ng tr sau ca Viettel
c bo him An ton c nhn 24/24h min ph 01 nm u k t ngy pht
hnh th, vi s tin bo him ti a 10 triu ng ti VASS(Cty Bo him Vin
ng), bo him cho tai nn bt ng xy ra 24/24h trong khi lm vic, hc tp hoc
sinh hot c nhn. Bo him an ton ch p dng i vi ch th trong lao ng.
Quyn li bo him c lp v khng nh hng ti cc Hp ng bo him khc m
ch th ang tham gia.
Trong thi gian ti s kt hp vi Smartlink pht trin cc dch v gia tng
nh: thanh ton tin in, nc, cc loi ph bo him, thanh ton v my bay
2.2.3. Tnh hnh hot ng kinh doanh th ca NHQ trong nm 2009 - 2010
Hin ti MB c khong 346 my ATM trn ton quc. Sau khi kt ni thnh
cng vi cc lin minh th l Smartlink v VNBC, tng s my ATM c th giao dch
cho cc khch hng ca MB ln n 5.839 my trn ton quc.
Nm 2010, MB pht hnh thm gn 400 ngn th ATM, nng tng s n
nay ln n gn 500 ngn th ATM vi s d hn 1 ngn t ng, s dng mng li
hn 300 my ATM. Trong nm 2011, MB ang trin khai a sn phm th Visa vo
vn hnh, trin khai cc dch v thanh ton th MASTER, JCB, CONNECT24,
AMEX, DINNER. Th trng mc tiu m MB hng ti l:
Trang 19

Cc n v, doanh nghip l khch hng c ca NHQ (c trong v ngoi Qun
i)
Cc n v trc thuc B Quc phng: Tng cc, Binh chng, Qun chng
Cc n v mi nh: Bnh vin, trng hc, cc B, Ngnhhng lng
ngn sch
Cc cng ty, x nghip, Khu cng nghip



Trang 20

CHNG 3: XUT CHIN LC HOT NG KINH
DOANH TH CA NGN HNG QUN I N NM 2015
3.1. Mc tiu chin lc kinh doanh:
Vic s dng th ATM ngy cng c nhiu ngi s dng v tnh tin dng,
a nng ca n. Li ch i vi ton b nn kinh t - x hi qua vic ngy cng nhiu
khch hng s dng th: gim chi ph kim m, vn chuyn, lu gi v qun l tin
mt; minh bch ha thu chi ngn sch, ti chnh doanh nghip v quc gia; tng cng
kim sot cc lung tin chu chuyn thanh ton qua ngn hng to c s nng cao hiu
qu iu hnh chnh sch tin t quc gia cng nh gp phn tng cng trt t an
ninh v n nh x hi.
Tin ch i vi khch hng s dng th: ch th c th thc hin cc giao dch
rt tin, in sao k, xem s d, chuyn khon, thanh ton tin mua hng ha, dch v ti
mng li ATM/POS rng khp ca tt c cc ngn hng m khng cn mang theo
tin mt, nht l khi i cng tc, du lch, qua to s an ton v thun tin cho ngi
s dng th v gim c cc chi ph vn chuyn, bo v tin, m tin v qun l tin
mt. ng thi, vic dng th ATM thanh ton cc khon ph dch v hng thng
nh: cc s dng in thoi di ng, cc Internet, nhn tin li t cc khon gi tit
kim hoc thanh ton cc khon vay. Nh vy, th ATM l mt cng c quan trng
Ngn hng thm nhp th trng. Do , MB xut chin lc kinh doanh i vi
dch v th ATM nh sau:
Thu ht ngy cng nhiu ngi s dng, m rng th phn kinh doanh th
ATM. c bit, ch trng n cc khch hng khch hng cao cp.
Pht trin cc dch v h tr i km, a dng ha cc dch v th to s thun
li cho khch hng s dng th. Thc hin chnh sch khuyn khch khch hng giao
dch bng th ca MB.
ng dng cc cng ngh tin tin nht tng s tin cy i vi khch hng.
Xy dng i ng nhn vin chuyn nghip trong giao dch vi khch hng,
khai thc v vn hnh h thng.
Trang 21

3.2. Bng ma trn SWOT phn tch mi trng kinh doanh ca MB
SWOT
C HI
(OPPORTUNITIES-O)
- O1: Tim nng khch hng
s dng th ATM ngy cng
tng.
- O2: C iu kin thu ht
vn, cng ngh v o to
i ng cn b
-O3: Hp tc quc t gia
cc NHTM trong hot ng
kinh doanh tin t.
- O4: Hc hi nhiu kinh
nghim trong hot ng ca
cc ngn hng nc ngoi.
-O5: Mi trng php l
thun li.
E DA
(THREATENS-T)
- T1: H tng cng ngh thng
tin, vin thng quc gia cn
nhiu bt cp, tnh bo mt
thng tin cha cao.
- T2: i th cnh tranh t
nc ngoi ngy cng tng.
- T3: Nn kinh t suy thoi
- T4: Nhng thay i trong quy
nh ca ngn hng nh nc
- T5: Thi quen s dng tin
mt ca ngi dn.
- T6: Cc c s chp nhn th
cn t.
- T7: Cc c s kinh doanh
mun thu trc tip tin mt
IM MNH
(STRENGTHS-S)
- S1: kt ni vo
h thng POS, ATM
ti TP.HCM
- S2: MB c hp
tc vi nhiu ngn
hng, tp on, cng
ty nh: ngn hng
Sacombank,
Vietcombank, tng
CC CHIN LC S-O
- S3+S4+S6+O3+O4: y
mnh vic thanh ton cc
dch v gia tng bng th.
- S1+S2+O5: M rng
mng li lin kt vi cc
n v.

CC CHIN LC S-T
- S1+S2+T1+T2: Tng cng
nng lc ti chnh, nng cp h
thng cng ngh thng tin.
- S4+S5+T5+T6: Tng cng
bin php v cc chnh sch
marketing s dng th.

Trang 22

cng ty xy lp Vit
Nam, cng ty ti chnh
du kh PVFC, tp
on in lc Vit
Nam EVN, cng ty ti
chnh in lc Vit
Nam
- S3: c u t bi
cc c ng c tim
lc ti chnh ln nh:
Ngn hng TMCP
ngoi thng Vit
Nam; tng cng ty
vin thng qun i;
tng cng ty bay dch
v Vit Nam
- S4: Knh giao dch
qua in thoi di
ng: dch v lin kt
vi Viettel Bankplus
-S5: i ng nhn
vin tn tu , ham hc
hi v c kh nng
tip cn nhanh cc
kin thc , k thut
hin i
IM YU
(WEAKNESSES-W)
- W1: H thng giao
CC CHIN LC W-O
- W1+W4+O5: M rng h
thng mng li ATM trn
CC CHIN LC W-T
- W1, W2, W3 + T1, T2, T3,
T4, T5: Cng c cht lng h
Trang 23

dch cn t, nn khng
thun tin KH s
dng.
- W2: Cha u t
nhiu vo cng tc
marketing SP th.
- W3: Cha to c
s khc bit r rt v
sn phm i vi i
th cnh tranh, bao
gm: tnh a dng,
chc nng th, mc
ph
- W4: H thng cng
ngh thng tin, an
ninh cha mnh,
cha p ng c
lng tin ca KH.
- W5: Cha tp trung
mt i tng khch
hng ring bit.
tan quc.
- W1+W3+W4+O2+O3:
Tng cng nng lc ti
chnh, a dng ha tnh nng
sn phm th, han thin h
thng cng ngh thng tin.
- W2 + O2: Tn dng c s
h tng ca Vin thng
Qun i (Viettel) thc
hin chnh sch tip th,
qung co
- O1 + O2+ W5: Tp trung
vo mt vi i tng khch
hng, a ra chin lc
qung co ph hp.
thng my ATM, duy tr mi
quan h vi khch hng hin
ti.
3.3. xut chin lc hot ng cho ngn hng Q n nm 2015
3.3.1. u t cng ngh
Ngn hng cn dnh mt phn ln ngn sch u t pht trin v ci tin h
thng cng ngh thng tin phc v cho hot ng thanh ton th, c th cn u t
nng cp phn mn corebanking T24, phn mm ng dng ATM/POS, nng cp h
thng my ch v h thng d phng data center; tng cng m bo an ninh ti cc
my ATM nh h thng bo ng khi c tc ng bn ngoi, h thng camera c
ni mng, ng thi m bo h thng an ninh mng kt ni.
Trang 24

Pht hnh cc loi th thng minh vi mc bo mt tt hn, d kim sot
hn v nhiu tin ch hn cho khch hng.
3.3.2. a dng ha tnh nng dch v th
Vi cc chiu khuyn mi pht hnh th cc ngn hng i th, cc ch th rt
d ri b s dng th ca ngn hng ny chuyn sang ngn hng khc. V vy iu
quan trng l phi thu ht v gi c chn khch hng bng cht lng v s a dng
ha ca cc dch v i km nh:
Trin khai cng thanh ton cc in thoi di ng, cc internet, thanh ton
tin in, mua v my bay bng my ATM hoc bng in thoi di ng.
M rng mng li h thng POS (Point of Sale) cho php ch th thanh ton
khng dng tin mt ti cc siu th, trung tm in my.
Chuyn tin qua in thoi di ng gip cc khch hng c th chuyn hoc
nhn cc khon tin gia cc ti khon MB, ti khon ngn hng lin kt bng my
ATM hoc bng trn in thoi di ng
Ngn hng di ng: y l dch v ngn hng di ng gip cho mt ti khon
c th gn kt vi mt ti khon ngn hng MB. Ngi s dng c th chuyn tin t
ti khon ngn hng MB vo ti khon ATM v ngc li.
Th a nng: Ch th s dng kt hp nh l th nhn vin, th sinh vin,
chng minh nhn dn
3.3.3. Pht trin ngun nhn lc
Con ngi l ch th ca qu trnh pht trin, ng vai tr quyt nh n s
thnh bi trong hot ng kinh doanh ca mt doanh nghip ni chung v ngn hng
ni ring. c bit, vi chin lc m rng pht trin mng kinh doanh th ca Ngn
hng Qun i trong thi gian ti th yu t ngun nhn lc l ht sc quan trng.
lm c iu ny, cn c c ch tuyn dng, phn phi nhn s hp l, c cn b
chuyn trch v th cho ton h thng, trnh tnh trng kim nhim nhiu chc nng
nh tnh trng hin nay. Cn c k hoch tuyn chn, bi dng mi i ng cn b
tr k tha tr trung, nng ng mi p ng yu cu cng vic v vn hnh tt nhng
my mc thit b, cng ngh ngy cng hin a nh hin nay.
Trang 25

c c s chuyn bin mnh m trong lnh vc th, Ngn hng Qun i
cn c s u t k lng hn na v c lng v cht. Cn c nhng kha o to bi
bn, chia s kinh nghim, c thi gian thc tp cho i ng chuyn vin quan h khch
hng ni chung v chuyn vin th ni ring nng cao kin thc chuyn su v
trnh nghip v vng vng trong hot ng kinh doanh th. Ngoi ra, vic t chc
cc lp o to, tp hun nghip v hoc c i hc ti cc t chc th quc t b
sung, cp nht thng xuyn cng ngh th ca cc nc tin tin trn th gii cng l
vic v cng quan trng trong tin trnh hi nhp vi th gii ca nc ta hin nay.
3.3.4. Tng cng hot ng Marketing ngn hng
y mnh cng tc qung co trn cc phng tin thng tin i chng nh
truyn hnh, truyn thanh, bo, bin qung co, t ri vi ni dung ch yu l cp
n nhng li ch ca vic s dng th ca ngn hng qun i c bit l s u i v
li sut : Cp tn dng khng tnh li sut nu thanh ton ng hn.
Phi hp vi cc cng ty, doanh nghip ln qung co th tn dng cho nhn
vin ca h, c bit l cc n v thuc qun l ca nh nc.
S dng i cng tc vin l hc sinh, sinh vin nng ng, nhit tnh d dng
thm nhp vo cc trng hc v h gia nh gii thiu v cc tin ch ca sn
phm th ca nhn hng.
Ti tr ph lm th v ph thng nin cho cc khch hang mc tiu trong nm
u tin, ch yu l hc sinh, sinh vin, cng nhn vin.
Gii thiu mng li c s chp nhn th ca ngn hng qun i mt cch
rng ri trn cc phng tin truyn thng cho mi khch hng ang s dng th
cung cp thng tin cho khch hng ng thi thu ht cc khch hng tim nng (khch
hng ca cc ngn hng cnh tranh, khch hng cha s dng th).
Nng cao hnh nh ngn hng, cng c lng tin ca khch hng bng cch tham
gia vo cc hot ng mang tnh cng ng t thin nh : ng h ng bo l lt,
Doanh nhn ng hnh cng cng ng, in tp c logo ca ngn hng tng tr em
ngho
Trang 26

Xy dng vn ho ngn hng, to dng mt nt ring vi logo, slogun mi m,
ng phc, phong cch phc v chu o. o to mi CBNV u l mt hnh nh p
thn thin, lch thip, tn tnh mang n s an tm v hi lng cho khch hng.
Trang 27

KT LUN

Trn din n kinh t trong thi k hi nhp, lnh vc ti chnh ngn hng lun
t ra nhiu vn gt mc v l huyt mch trong dng chy kinh t ca mt quc
gia. Vi nhp pht trin v lun vn ng nh hin nay, nn kinh t th trng lun n
cha nhng c hi cng nhng thch thc i hi cc doanh nghip ni chung v cc
ngn hng ni ring phi bit cch chn lc nhm nm bt kp thi c hi v vt qua
nhng e da bng con ng thc hin chin lc ca mnh.
Chin lc chnh l kim ch nam cho mi hot ng ca ngn hng. Mt chin
lc hiu qu phi c a ra trn c s thc t tnh hnh hot ng ca ngn hng,
vi nhng im mnh cn pht huy v nhng im yu cn khc phc. i vi Ngn
hng TMCP Qun i, qua 16 nm hot ng t c rt nhiu thnh tu ng k
v ni bt nhng song song vn tn ti nhng mt yu ca mnh. c bit trong
mng kinh doanh sn phm th, Ngn hng Qun i cn a ra c cho mnh mt
chin lc ph hp nng cp v hon thin dch v trn c s to ra s d bit ha
trong tnh nng v cng c thc hin.
Vi chin lc pht trin bn vng ra cho giai on 2011 2015, Ngn hng
TMCP Qun i ha hn s vn ln nm trong Top nhng ngn hng thng mi
hng u trong nc, tng sc cnh tranh vi cc ngn hng thng mi ln trong
nc v ngn hng nc ngoi v ang chun b vo th trng Vit Nam.

Trang 28

TI LIU THAM KHO

[1]. Qun tr hc - Khoa Qun tr kinh doanh, Trng H kinh t TPHCM, NXB
Phng ng, TPHCM 2010
[2]. Phan Minh Chu, Xy dng chin lc kinh doanh ca tng i l chuyn pht
nhanh FedEx n nm 2015, Lun vn Thc s Kinh t, Trng H kinh t
TPHCM, 2009
[3]. Pht trin dch v Ngn hng bn l giai on 2010-2015, Hip hi Ngn hng
Vit Nam, URL: http://www.vnba.org.vn/
[4]. Website ngn hng qun i, URL: www.militarybank.com.vn/ (truy cp ngy 1-
1-2011)
[5]. Website Hip hi Ngn hng Vit Nam URL: http: www.vnba.org.vn (truy cp
ngy 1-1-2011)
[6]. S liu ca Cng ty CP Chuyn mch Ti chnh Quc gia Vit Nam (Banknetvn)
http://www.banknetvn.com.vn (truy cp ngy 1-1-2011)
[7]. Mt s tp ch v brochure ca Ngn hng TMCP Qun i