TRNG I HC NGOI THNG

KHOA KINH T NGOI THNG

*****

KHA LUN TT NGHIP

TI

TNH HNH TRIN KHAI

E-BANKING TI VIT NAM

Ngi vit
Lp
Gio vin hng dn

:
:
:

Nguyn Thu Hng

A3 CN7
GS. NGT inh Xun Trnh

H Ni - 2003

MC LC
LI NI U...3
CHNG I: GII THIU KHI QUT V E-BANKING .. 4
I.

Khi qut v e-banking . 4

II.

Cc loi sn phm dch v e-banking .. 5

1.

Cc loi th nha (Plastic Money) .5

1.1

Th ghi c (Credit Card) hay th tn dng .6

1.2

Th thanh ton (Charge Card) .. 9

1.3

Th ghi n (Debit Card) .9

1.4

Th thng minh (Smart Card) .. 11

1.5

Mt s lu s dng th an ton .11

1.6

Vi nt v mt s thng hiu th ph bin trn th gii..14

a.

Visa... 14

b.

Mastercard19

c.

American Express.21

d.

JCB22

2.

H thng thanh ton in t ti cc im bn hng (EFTPOS)24

3.

My rt tin t ng (Automatic Teller Machines - ATM). 25

4.

Dch v ngn hng qua in thoi (Telephone banking)..25

4.1 Telephone banking l g ? .26
4.2 Nhng tin ch ca telephone banking..26
4.3 Chi ph s dng..27
4.4 Cch thc s dng v tnh an ton28

5.

Dch v ngn hng ti nh (Home banking/PC banking) 29

5.1 Gii thiu chung v dch v ngn hng ti nh29
5.2 Dch v ngn hng ti nh hot ng nh th no? 30

6.

Dch v ngn hng qua mng my tnh ton cu (Internet banking) .. 34

6.1 Gii thiu chung v internet banking.34
6.2 Cch thc s dng internet banking..35

7.

Dch v ngn hng qua v tuyn truyn hnh tng tc (Interactive TV).41

8.

Dch v ngn hng qua mng vin thng khng dy (Wireless communications
network) hay M(mobile) banking.42

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III.

Nhng yu t quan trng trong s hnh thnh v pht trin e-banking ..43
1.

Yu t php l..43

2.

Yu t khoa hc cng ngh..43

3.

Yu t cnh tranh..44

CHNG II: TNH HNH TRIN KHAI E-BANKING TI VIT NAM..45

I.

Bi cnh thc y s pht trin e-banking ti Vit Nam .. 45

II.

Tnh hnh trin khai e-banking ti Vit Nam ni chung48

III.

Tnh hnh trin khai e-banking ti h thng ngn hng trong nc 51

1.

Ngn hng Ngoi thng Vit Nam 51

2.

Ngn hng thng mi c phn Chu...55

3.

Ngn hng ng .. 57

4.

Ngn hng thng mi c phn K Thng59

5.

Ngn hng thng mi c phn Xut Nhp khu Vit Nam .. 61

6.

Ngn hng Cng thng Vit Nam .65

IV.

Tnh hnh trin khai e-banking ti h thng ngn hng c vn u t nc

ngoi.. .66

V.

1.

Chohung Vina Bank. 66

2.

Ngn hng ANZ Vit Nam ..67

3.

Ngn hng HSBC ....71

Nhng tn ti trong qu trnh pht trin e-banking ti Vit Nam hin nay..71

CHNG III: CC GII PHP NHM THC Y S PHT TRIN EBANKING TI VIT NAM .. .75
I.

Nhm gii php php l ..75

II.

Nhm gii php c s vt cht k thut ..88

III.

Nhm gii php o to ngun nhn lc ...90

IV.

Nhm gii php tng cng hp tc quc t.. 91

V.

Nhm gii php nng cao nhn thc x hi ..93

KT LUN ..... 94
TI LIU THAM KHO ..... 95

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LI NI U
Trong thi i bng n thng tin nh hin nay, u u ta cng bt gp nhng
ng dng ca cng ngh thng tin. c bit trong lnh vc ti chnh ngn
hng, vi vai tr huyt mch ca nn kinh t, vic ng dng cng ngh thng
tin trong s pht trin cc dch v ngn hng gp phn quan trng to nn
mt nn kinh t c tnh cnh tranh cao v em li nhiu tin ch cho cc khch
hng. Nhn thc c li ch to ln m cng ngh thng tin em li, nhiu
ngn hng trn th gii v ang tin hnh p dng cng ngh thng tin
pht trin v hon thin cc dch v ngn hng nhm tho mn ti a nhu cu
ngy cng a dng ca khch hng.
Ch cn 7 nm na, lnh vc ngn hng Vit Nam s phi m ca hon ton.
Cc t chc tn dng nc ngoi vi s vn khng l, cng ngh hin i,
dch v a dng v vi b dy nhiu nm kinh nghim s c hot ng
khng b hn ch Vit Nam. tn ti v pht trin, cc ngn hng thng
mi trong nc buc phi a dng ho dch v, hin i ho cng ngh v
tng bc chim lnh th phn ngay t by gi. Chnh v vy m trong vi
nm gn y v c bit l t u nm 2003, cc ngn hng thng mi ua
nhau tung ra cc sn phm, dch v mi m pht trin nhanh v mnh nht
phi k n dch v e-banking. i su tm hiu v vn ny, ti la
chn ti "Tnh hnh trin khai e-banking ti Vit Nam" cho kho lun
tt nghip.
Thng qua kho lun ny, ti mong mun em n cho ngi c khi nim
c bn v e-banking cng nhng thng tin cp nht v tnh hnh trin khai
dch v e-banking ti Vit Nam. Mc d ht sc c gng song do ti cn
kh mi m khng ch Vit Nam m cn c trn th gii nn phm vi
nghin cu cn hn hp v khng trnh khi cn nhiu hn ch. Ti rt mong
nhn c nhng kin ng gp ca ngi c quan tm n lnh vc dch
v ngn hng mi m ny.
Ti xin gi li cm n chn thnh nht ti Gio S, Nh Gio u T inh
Xun Trnh, Trng i hc Ngoi Thng, ngi tn tnh hng dn v
cho ti nhng nhn xt ht sc qu bu. Ti cng xin cm n anh Nguyn
Thanh Bnh, Cn b Phng Tin hc Ngn hng Ngoi thng Vit Nam; Ch
Phm Thu H, Trng phng Internet Banking v Ch Trng Cc Hng,
Trng phng Dch v Ti chnh C nhn, Ngn hng ANZ Vit Nam cng
gia nh v bn b, nhng ngi nhit tnh gip v ng vin ti rt
nhiu trong qu trnh thc hin kho lun ny.

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Chng I: Gii thiu khi qut v e-banking

I.

Khi qut v e-banking

E-banking l tn vit tt ca electronic-banking, c ngha l "dch v ngn

hng in t". Dch v ngn hng in t l vic cung cp cc sn phm v
dch v ngn hng bn l bao gm:
tin hnh giao dch ngn hng
kim tra ti khon
thanh ton ho n in t
cung cp cc sn phm v dch v thanh ton in t khc nh
tin in t
thng qua cc phng tin in t.1
Cng ngh hin i ngy nay to ra nhiu sn phm, dch v tuyt vi, p
ng c cc nhu cu ngy cng kht khe ca khch hng. Trc y, ni n
giao dch ngn hng, ta thng tng tng ra cnh khch hng phi mt
nhiu thi gian in vo cc loi mu giy t, sau ng xp hng di ch
n lt, ri phi lm th tc qua nhiu ca mt rt nhiu thi gian, cng sc,
cha k nhng ri ro, nguy him m khch hng c th gp khi phi thanh
ton mt s lng ln tin mt. Ngoi ra, khch hng ch c th n giao dch
trong gi m ca ca ngn hng. Nhng gi y, cc dch v e-banking a
dng vi cch s dng tng i n gin, tin li gip khch hng hon
ton thot khi nhng iu phin toi . E-banking thc s tr thnh
phng tin h tr c lc gip cho khch hng c th ch ng kim sot
tnh hnh ti chnh ca mnh mt cch an ton, hiu qu, mi lc, mi ni m
khng cn phi trc tip ti giao dch ti ngn hng. Vi cc doanh nhn th
1 Trch trong ti liu "ANZ Vit Nam - Dch v Ngn hng in t" ca Tp on Ngn hng Hu hn c v New Zealand, 2002.

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"thi gian l vng", do c th ni e-banking gp phn khng nh vo thnh

cng trong hot ng kinh doanh ca h.
E-banking mang li rt nhiu tin ch khng ch cho khch hng m cn c
cho cc ngn hng na. E-banking gip cho ngn hng tit kim ti a c
ngun nhn lc bi nhiu khu c t ng ho nhng vn m bo cung
cp dch v cht lng cao ti mt s lng ln khch hng ca mnh. V do
, khng nhng li nhun thu c ca cc ngn hng tng ln m quan
trng hn l uy tn ca h cng c nng cao.
Nh ni trn, e-banking bao gm nhiu loi sn phm, dch v khc nhau
c to ra nhm p ng nhu cu a dng, phong ph ca khch hng. Hin
nay, nhng sn phm, dch v e-banking c cc ngn hng cung cp cho
khch hng bao gm :
cc loi th nha (th thanh ton, th tn dng, th thng minh);
h thng thanh ton ti cc im bn hng
my rt tin t ng
dch v ngn hng qua in thoi
dch v ngn hng ti nh
dch v ngn hng qua mng my tnh ton cu
dch v ngn hng qua v tuyn truyn hnh tng tc
dch v ngn hng qua mng vin thng khng dy

II.

Cc loi sn phm, dch v e-banking

1. Cc loi th nha (Plastic Money)

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"Plastic Money" l tn m ngi ta t cho cc loi th nha dng thay th

cho tin mt. C rt nhiu tn gi khc nhau cho nhng loi th ny nhng
nhn chung chng u c hai chc nng chnh: gip ngi ta c th rt c
tin mt hoc thc hin thanh ton m khng cn dng tin mt hoc sc.
Hin nay, hu ht cc ngn hng ln trn th gii u c th pht hnh mt
th mang ba chc nng cho khch hng ca h:
Chc nng bo chi sc (c vai tr nh mt th bo m ca ngn hng
hay mt th bo chi sc). Theo , ngn hng m bo thanh ton cho
khon tin ghi trn sc do khch hng pht hnh ti mt hn mc xc
nh.
Dng rt tin mt t cc my rt tin t ng (automatic teller
machines hay cn gi l ATM)
Dng thanh ton hng ho, dch v bng chuyn tin in t ti
im bn hng (Electronic Funds Transfer at Point of Sale hay cn
c vit tt l EFTPOS)
Ngy nay, sn phm v th rt a dng. Ngoi cc chc nng c bn trn, mi
loi th li c nhng c im ring nhm p ng cc nhu cu phong ph
ca khch hng.
Thng thng ch th s phi tr ph hng nm (annual fee) s dng th.
Ph ny b li cc chi ph m ngn hng phi b ra duy tr ti khon v
pht hnh th. Nhiu ngn hng cng tnh ph cho nhng giao dch ti my
ATM, thng t 50 cent n 3 USD tu ngn hng v tu theo giao dch
ti ATM thuc hay khng thuc h thng ca ngn hng pht hnh.
1.1 Th ghi c (Credit Card) hay th tn dng

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Cc th tn dng (credit card) cung cp cc khon vay cho khch hng khi
mua hng ho hoc dch v. Th tn dng c cc cng ty th tn dng
(credit card companies) pht hnh. Cc cng ty th tn dng hng u trn th
gii phi k n l Mastercard, Visa, American Express, Access, JCB
c im c bn ca th tn dng l n cho php ch th khi mua hng c th
nhn hng trc v thanh ton sau, c hng mt khon tn dng tun hon
v hn mc tn dng do ngn hng pht hnh th qui nh. Khi khch hng ln
u tin mua th tn dng, h thng phi t cc trc mt khon tin v
ngn hng s da vo nh ra hn mc tn dng cho th (thng th hn
mc ny c gi tr bng tng s tin t cc ca khch). i vi cc khch
hng c mt qu trnh s dng th tn dng, ngn hng s cn c vo cch
khch hng thng thanh ton (tng phn hay tr ht, thng xuyn thanh
ton chm hay ng hn) linh hot nh ra hn mc tn dng cho tng
khch hng. Tu theo qui nh ca tng ngn hng pht hnh m hng thng
ch th s phi thanh ton mt mc ti thiu hay ton b s tin hng mua
chu trong thng. Thng thng, nu ch th thanh ton ton b ho n th
ng hn th s khng phi tr thm li. Nu khng h s phi tr mt khon
li vay kh cao, t 12%/nm tr ln tu tng ngn hng qui nh.
Khi mua sm th g bng th tn dng, khch hng a th cho ngi bn
hng. Ngi bn hng ly cc thng tin ca th nh: s th, hn mc tn dng,
ngy ht hn. Sau , khch hng k tn trn bin lai ca ngi bn m sau
ngi bn dng nhn thanh ton tin bn hng t cng ty th tn dng.
Ngi bn hng s phi tr mt khon ph khong 4% gi tr tin hng cho
cng ty th tn dng. Hng thng ngn hng pht hnh th s gi cho ch th
mt bn thanh ton trong lit k ra tt c cc giao dch trong thng v tin
li phi tr.

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Li im ln nht ca th tn dng i vi khch hng l s tin dng v an

ton. Chng tin dng bi l khi cn mua mt chic v my bay chng hn,
khch hng khng cn phi ti i l bn v my bay m ch cn nhc in
thoi gi cho i l v c cho h s th tn dng ca mnh. iu ny cng
c ngha l h khng cn phi mang mt s lng ln tin mt theo ngi v
do s trnh khi nguy c b cp. Cn na, h khng phi mt thi gian i
rt tin mt ti ngn hng ri li mt cng m li ln na ti i l bn v
my bay. Ngoi ra, trong trng hp b mt hoc b ly cp th, ti khon ca
khch hng cng khng b ngi khc s dng min l khch hng phi thng
bo mt th ngay lp tc. Mt li im na ca th tn dng l nu khch
hng thanh ton y cc khon giao dch trong thng ng hn th h
khng phi tr khon tin li. Nh vy khch hng c hng mt khon tn
dng tun hon m khng phi tr li.
Th tn dng cng mang li li ch cho ngi bn hng. Do khch hng c th
dng hng trc, tr tin sau nn doanh s bn hng s tng ln. Hn na v
khng giao dch bng tin mt nn ngi bn hng s an ton hn v h s
phi gi t tin mt hn ti ca hng. Mt khc, khon ph 4% m ngi bn
hng phi tr cho cng ty th tn dng cng vi cc chi ph hnh chnh khc
h phi b ra lp s sch theo di v hon tt cc th tc thu tin bn hng
s c ngi bn cng vo gi bn ca hng ho. Nh vy, thc cht ngi
bn hng cng khng phi b thm chi ph m doanh thu li tng.
Ch th s phi k trn bin lai mua hng bao gm ba lin - mt lin ch th
gi, mt cho ngi bn hng v lin cn li cho ngn hng. Ngn hng ghi c
tng s tin bn hng vo ti khon ca ngi bn hng, ghi n vo ti khon
ca cng ty th tn dng v gi cc bin lai bn hng n cng ty th tn dng.
Quy trnh ny khc nhau tu thuc vo tng ngn hng. Mt s ngn hng tr

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khon tin hoa hng c hng vo tng s tin bn hng trc khi ghi c
vo ti khon ca ngi bn.
Khi cc cng ty th tn dng nhn c cc bin lai bn hng, h s thanh
ton cho cc ngn hng thng qua h thng b tr tng s tin bn hng ca
mi ca hng tr i khon hoa hng. ng thi cng ty th tn dng ghi n
vo ti khon ca cc ch th v gi cho h ho n thanh ton hng thng.
S ca cc th b bo mt hoc nh cp s c cp nht vo mt h thng
my tnh. Danh sch cc th ny c cp nht thng xuyn v cc ch ca
hng hay cc i l thanh ton th u c th truy cp vo mng ny nhanh
chng kim tra xem th tn dng m khch hng a ra thanh ton c nm
trong danh sch hay khng.
1.2 Th thanh ton (Charge Card)
Th thanh ton (charge card) c cc chc nng tng t th tn dng, tuy
nhin ch th phi thanh ton ton b ho n th hng thng v ngoi ra cn
phi tr ph hi vin. Cc loi th thanh ton ph bin hin nay l American
Express, JCB, Diner's Club
1.3 Th ghi n (Debit Card)
Th ghi n (debit card) cng c cc chc nng tng t th tn dng, tuy
nhin khi dng th ghi n thanh ton, s tin phi tr s c tr trc tip
vo ti khon ca khch hng v nh vy, s d c ca ti khon khch hng
b gim xung. Ngc li, khi dng th tn dng th s d n trong ti khon
khch hng tng ln.

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Khch hng chc chn s cm thy rt thun tin khi dng loi th ny
thanh ton hay rt tin mt v hin nay c khong vi chc triu my in t
(electronic terminal) ti hn 100 nc trn th gii chp nhn thanh ton.

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Nhng u im ca th ghi n c th k ra l:
Thanh ton bng chnh tin ca mnh m khng cn mang theo tin mt
hay sc
Khng phi i ngn hng xc nhn thanh ton sc
An ton hn thanh ton bng tin mt
D dng kim sot tnh hnh ti chnh ca mnh
Khi s dng th ghi n thanh ton cho hng ho, dch v, khch hng a
th cho ngi bn hng. Ngi bn hng s cho th trt qua my cp php
v nhp s tin phi thanh ton. Mt s i l cho php khch hng rt tin
mt ti y bng cch nhp s tin vo my cp php ln hn s tin thc t
phi thanh ton. Khch hng nhp m s PIN vo bn phm s. Trong vi
giy, my s kim tra cc thng tin, xc nhn tin cn trong ti khon v
thc hin giao dch. Sau , mt ho n s c in ra t my v s tin phi
thanh ton c tr trc tip vo ti khon ca khch hng.
Mt dng ca th ghi n l th rt tin (cash card). Th rt tin (cash card) l
tn gi ca cc loi th m ch th s dng chng rt tin mt t ti khon
ca h ti cc my rt tin t ng (ATM). H khng nhng c th rt tin ti
cc my ATM thuc bt c chi nhnh no ca ngn hng h ang m ti
khon m cn c th s dng c ti c cc my ATM ca cc ngn hng
khc c ni mng vi ngn hng ca h.
Khch hng c th hon ton yn tm v s an ton khi s dng th thanh
ton v mi khch hng u c ngn hng cung cp cho mt s PIN
(personal identification number). y l m s c nhn m khch hng nn
hc thuc lng. M s ny c gi b mt tuyt i, ngay c cc nhn vin
ngn hng cng khng c bit chng. Khi s dng my rt tin t ng,

- 11 -

khch hng a th vo my ri nhp s PIN ca mnh. Sau khch hng c

th la chn cc dch v hin trn mn hnh ca my nh khch hng c th
rt c mt s tin mt ti mt hn mc nht nh, kim tra s d ti khon,
in bo co ti khon, chuyn tin gia cc ti khon hay np tin vo ti
khon
Khng phi my rt tin t ng ca mi ngn hng u c chc nng ging
nhau. Tu thuc vo quy nh ca nc s ti hoc theo nhu cu c th m
my ATM ca tng ngn hng c nhng chc nng khc nhau. Thng thng
cc my ATM u c th cho php khch hng kim tra s d ti khon, in
bo co ti khon, chuyn tin gia cc ti khon ca h vi nhau. Ngoi ra
c my cn cho php khch hng yu cu s sc, np sc hoc tin mt vo
ti khon ca h.
1.4 Th thng minh (Smart Card)
Th Thng minh (Smart Card) l loi th nha hin i nht hin nay. Loi
th ny c cha mt mch vi x l (microchip) trn c mang cc thng tin
v ti khon ca ch th. N cn c th cha c cc thng tin v cc giao dch
ti khon trc m ch th c th xem c ti cc my ATM. R rng
rng loi th ny cn c th cha cc thng tin khng lin quan ti giao dch
ngn hng nh cc thng s y t ca ch th, d liu v cc loi bo him ch
th ang tham gia v cc thng tin c nhn khc.
1.5 Mt s lu s dng th an ton:
Sau khi nhn th phi k tn ch k ng sau th ngay lp tc.
Khng c vit m s nhn dng c nhn (PIN) ln th hay b trong
v m phi hc thuc lng n. Mt s ngn hng cho php khch hng
- 12 -

c th i s PIN cho d nh hn. Phn ln cc th c s PIN l 4 ch

s, mt s khc th s PIN c th nhiu ch s hn hay c bao gm c
ch. Nu s PIN c bao gm c ch th ch th nn lin h vi ngn
hng pht hnh i li thnh s ht trc khi i ra nc ngoi
trnh cc phin phc c th xy ra.
Nn ghi li s th v s in thoi bo mt th v gi ni an ton.

Khi chn s PIN khng nn ly nhng s m ngi khc c th d dng

on c nh s in thoi, ngy sinh, b danh, tn ca mnh, tn con
ci, bt c s kt hp no ca nhng thng tin ny hay cc t d nh
nh password, noneNn chn mt khu mt cch ngu nhin
khng mt ai c th d ra bng cch suy lun cc quan h vi ch th.
C th m mt cun sch dy, ln ngn tay qua trang sch bt k n
mt t ng nhin no v ly lm mt khu. Ghi vo u khi
qun. C th dng mt t sai chnh t lm mt khu, v d ng l
vit password th vit pasword. Cng c th thng xuyn thay i mt
khu bng cch chen con s khc nhau vo gia mt t chng hn.

tng thm tnh an ton, mt s my ATM c th gi th nu khch

bm sai s PIN qu 3 ln hay nu trong vng 30 giy khch khng c
thao tc trn my.
Khng tit l s PIN cho bt c ai, k c ngi thn. Khng ai, k c
nhn vin ngn hng, cnh st hay i l thanh ton th c quyn hi
s PIN ca ch th. Ch duy nht ch th c bit iu .
Sau khi thc hin xong mt giao dch ti my ATM, nh ly li th v
ho n (nu c).
Gi cn thn cc ho n tin i chiu vi bo co ti khon v
sau.
Khi th b gi li trong my ATM, cn cnh gic vi tt c nhng ngi
ngh gip , ngay c khi h l nhn vin bo v ca ngn hng.

- 13 -

Nhng k ti phm c th ly c s PIN bng nhiu cch nh nhn

qua vai hay hi trc tip
Cn bo cho ngn hng pht hnh ngay khi pht hin mt th trnh
k gian li dng rt tin trn ti khon.
Gi th cn thn nh n l tin mt vy. Trnh lm cong, gy, xc th
v n c th lm hng di t mt sau th. Khng nn th t gn tivi,
in thoi di dng v n th lm hng di t ca th.
Lun c thi quen kim tra ho n bn hng v so snh vi tng s
tin thanh ton trc khi k ho n. Nh gi li mt bn copy tin
i chiu vi bo co ti khon.
Khng bao gi c tit l s th cho ngi khc trn in thoi tr khi
khch hng bit chc l ngi ng tin cy hoc mt cng ty c uy
tn.
Lun i chiu cc ho n mua hng vi bo co ti khon, c bit l
sau khi va mi kt thc mt chuyn i.
Khi dng my ATM cn ch quan st xung quanh, trnh rt tin ti
nhng ni ho lnh hoc thiu nh sng. Nn r thm ngi khc cng
i vi mnh.
Ly th ra sn sng, trnh phi lc tung v hoc ti xch tm th.
Trnh nhng ngi ng xp hng ng sau nhn thy mnh nhp s
PIN hay s tin vo my.
Khng nn m tin ngay khi ang ng cnh my ATM. Ct ngay th,
tin v ho n ngay khi lm xong giao dch, m sau.
Nu pht hin ra iu g ng ng, cn hu ngay giao dch v i ch
khc. Nu c th, cn lin h li vi ngn hng pht hnh th xc
nhn giao dch b hu. Nu my ATM c t trong cabin c ca
kn, khng nn ngi l vo cng khi rt tin.

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 Ngay khi pht hin ra c sai khc gia ho n vi bn bo co ti

khon, cn bo ngay cho ngn hng pht hnh bit c gii p.
Trc khi bt u chuyn i xa, nn tm hiu v tr c my ATM chp
nhn loi th m mnh ang c bng cch lin h vi ngn hng pht
hnh th hoc tm trn mng Internet.
1.6 Vi nt v mt s thng hiu th ph bin trn th gii
a.

Visa

H thng my ATM ton cu ca Visa

H thng my ATM ton cu ca Visa bao gm khong 810.000 my trn
hn 150 nc. Hu ht cc my ATM ny cung cp dch v 24 gi trong
ngy, 7 ngy trong tun. Hin c khong hn 1 t ngi s dng th ny
trn ton th gii. Cc loi th trong h thng Visa nh Visa, Plus v
Electron u cho php ngi s dng rt tin mt cch nhanh chng,
thun tin v an ton.
Rt tin mt bng my Visa/Plus ATM c s dng s PIN an ton, khch
hng cn c hng t gi chuyn i ngoi t hp dn hn. Ngoi ra,
cc my ATM ny cho php khch rt loi tin ca nc ang c tr v tr
vo ti khon ca khch hng bng tin ni t. Nh vy khch s khng
phi tm ch i tin v khng phi tr thm tin hoa hng nh thng c
ti cc im i tin bnh thng. Cc my ATM ny cng thng c
t nhng a im thun tin nht cho cc khch du lch nh ti cc sn
bay quc t, nh ga, cc trung tm thng mi sm ut,...
Th ghi n ca Visa c 3 loi chnh mang cc biu tng nh sau:
- 15 -

Th Visa Electron
Th Visa Electron bt u c pht hnh vo nhng nm 80 vi mc ch
s dng thanh ton ti cc i l c my thanh ton in t. Visa
Electron c th s dng thanh ton ti hn 12 triu i l thanh ton
in t trn ton th gii, thanh ton trn Internet v rt tin mt ti hn
800.000 my ATM.
Ngy nay th Visa Electron c pht trin mang thm nhiu chc nng
hn nh th ghi n, th tn dng, th tr trc, c hoc khng c mch vi
x l (chip), tuy nhin n thng c s dng nh th ghi n.
Th Visa Electron c cc t chc ti chnh l thnh vin ca Visa pht
hnh ti nhiu khu vc trn th gii nh: chu Phi, chu , vng Ca-ri-b,
khu vc Trung v Nam M, chu u, M-hi-c v khu vc Trung ng.
Tuy nhin, khng mt t chc ti chnh no ti M v Canada pht hnh
loi th ny. Mc d vy, th Visa Electron vn c chp nhn thanh ton
ti cc i l thanh ton th v my ATM ca hai nc trn.
Th Visa Cash
Th Visa Cash mang biu tng nh sau:

- 16 -

N c xem nh mt phng thc thanh ton mi cho cc khon chi tiu

thit yu hng ngy m khng phi mang hng nm tin l trong ti.
Phng thc thanh ton d dng, nhanh chng v thun tin ny c th
c s dng tr cc khon mua sm nh nh mt cc c-ph, t bo,
tr tin in thoi cng cng, v xem phim, ph gi xe, tin truy cp
Internet cng cng, hoc tin v xe but,y l loi th c cha mch vi
x l v c th c s dng thanh ton ngay ti im bn hng hoc
trn mng Internet.
C hai loi th Visa Cash chnh l loi dng mt ln v loi c th np
thm tin. Loi th dng mt ln c np sn mt gi tr nh trc nh
th in thoi. Khi s dng ht gi tr ca th th ngi ta vt n i v li
mua th mi. Loi cn li khng mang mt gi tr nh trc. Khi s dng
ht gi tr ca th, ta c th np thm tin vo th ti cc my chuyn dng
v my ATM.
D thuc loi th no th vic s dng th Visa Cash thanh ton cng
rt nhanh v tin li. Ngi s dng n s lun c s tin l mnh cn m
khng cn phi lc tung cc loi ti ln tm tin l hoc phi di c ch
ngi bn i i tin.
Th Visa Cash c s dng nh mt loi "tin in t". Mi th c gn
mt mch vi x l c th mang c gi tr bng tin. Mi ln dng th
ny thanh ton cho mt th g , s tin phi tr s c t ng tr t
s d hin c ca th. iu thc s nhanh chng, tin li v d dng!
Th Visa Cash c chp nhn thanh ton ti tt c cc i l thanh ton
th, ca hng hoc my ATM c trng biu tng Visa Cash nh trn.

- 17 -

Th tn dng Visa
ng s hu bi 21.000 t chc ti chnh thnh vin trn ton th gii,
Visa l mt t chc t nhn v li nhun c thnh lp nhm phc v li
ch ca cc thnh vin, ch th v cc i l thanh ton. Thng qua cc t
chc ti chnh thnh vin, Visa cung cp mt gii php thanh ton c uy
tn v c chp nhn rng ri nht trn th gii cho c ngi tiu dng
ln cc doanh nghip. n nay, Visa pht hnh khong trn 1 t th cc
loi c chp nhn thanh ton trn 150 quc gia. Trong nm 2002, 2,4
nghn t USD hng ho v dch v c thanh ton bng cc sn phm
ca Visa.
S ra i ca Visa bt ngun t nm 1958, khi ngn hng Bank of America
ln u tin pht hnh th BankAmericard xanh, trng v vng cho cc
khch hng California. Tuy nhin tng v loi th ny c t trc
rt lu. Ngay t nhng nm u th k trc, ng A.P. Ginnini, ngi
sng lp ra Bank of America tin tng rng cc khon tn dng c nhn
linh hot s gip khch hng kim sot c cuc sng ca h. Th
BankAmericard ra i nhm hng ti s thay i tch cc ca x hi.
Th BankAmericard tr nn ph bin trn khp nc M vo nhng nm
60 v 70 ca th k trc. h tr cho n, mt t chc mi s hu v
iu hnh bi nhiu t chc thnh vin ra i. Ci tn "Visa" ca t
chc mi ny c xut hin ln u tin vo nm 1976. Chng bao lu
sau th tn dng Visa pht trin trn ton cu. Trong sut nhng nm 80
v 90 ca th k qua, Visa tip tc t c nhng bc tin quan trng:
cho ra i th tn dng cao cp u tin, thit lp h thng ATM ton cu
u tin, pht trin thm th thng minh, th tr trc v tng bc
chim lnh th phn trn ton th gii.

- 18 -

C c mt "gia nh" th Visa p ng mi loi nhu cu thanh ton:

Th Visa Classic mang mi tin ch c bn ca mt th thanh ton nh
thun tin, an ton v ng tin cy.
Th Visa Gold mang n cho ch th hn mc thanh ton cao hn v nhiu
dch v cng nh tin ch i km hn, bao gm c dch v pht hnh th
thay th khn cp v dch v ng tin trc (cash advance) khn cp.
Th Visa Platinum l loi th cao cp nht. Ch nhng th ny c hng
nhng dch v cht lng cao nht nh c hn mc tn dng ln, bo
him tai nn khi i du lch v nhiu loi dch v tr gip khc.
Th Visa Electron/Visa Plus cho php ch th c th thanh ton cc khon
mua sm trc tip t ti khon ngn hng ca mnh m khng cn phi
mang theo tin mt, khng ch trong nc m cn thanh ton c ti
hng triu i l/ca hng trn ton th gii.
Th Visa Smart l mt loi th thanh ton a nng. Loi th ny c cha
mt mch vi x l c th tr c lng thng tin gp 100 ln mt th t
bnh thng. Mch vi x l ny gip cho th Visa Smart c thm nhng
chc nng khng c bt c mt th ghi n hay th tn dng no ca Visa.
Ri y, ch th c th gp tt c cc loi th gim gi, th u i ca ca
hng, th ghi n, th tn dng, th y t, th bo him lm mt. Nh vy
th Visa Smart mang n nhiu tin ch nht cho ch th. H khng cn
phi gi hng nm th cc loi trong v m thay vo l mt th duy nht
v ch c h mi s dng c. Thanh ton bng th Visa Smart cng an
ton hn cc loi th khc, nht l khi thanh ton qua mng Internet v mt
khu th c bo v v phi qua my c xc nhn li trc khi thc hin
cc giao dch. Ngy cng nhiu th Visa Smart c pht hnh khu vc
chu Thi Bnh Dng. n cui nm 2002, c khong 11 triu th Visa
Smart c pht hnh ti khu vc ny. m bo Visa Smart ph hp
vi mi mong mun ca khch hng, t chc Visa tin hnh nhng

- 19 -

cuc kho st ly s liu thng k cc mong mun v s thch ca

khch hng. Mc tiu ca Visa l s hon thin th Visa Smart n tr
thnh mt "ngn hng b ti", ph hp nhu cu ca tng ch th.
Cc t chc ti chnh thnh vin (ngn hng) pht hnh th Visa v qun l
mi mt lin quan n ti khon th. Visa ch ng vai tr nh cung cp cc
gii php thanh ton. Gia Visa v cc t chc ti chnh thnh vin hay gia
Visa v cc i l chp nhn thanh ton th Visa c nhng qui nh phi tun
theo. V d nh: mi ngn hng c php t ra cc tiu ch ring pht
hnh th, c t quyt nh li sut cng nh cc iu khon iu kin i
vi khch hng; cc i l/ca hng chp nhn thanh ton th Visa khng
c t ra hn mc ti thiu cho nhng giao dch thanh ton bng th, thm
ch i vi c sn phm bn h gi
b.

MasterCard

MasterCard International l mt trong nhng cng ty th ni ting vi nhiu

nhn hiu th c chp nhn thanh ton rng ri nh MasterCard, Cirrus v
Maetro v khong 25.000 t chc thnh vin thanh ton th trn ton th gii.
i tng khch hng ca MasterCard bao gm c c nhn ln cc doanh
nghip ln nh trn 210 quc gia v vng lnh th. MasterCard l ngi i
u trong ci tin v cht lng, cung cp nhiu s la chn v gii php
thanh ton c trn th trng thc ln o (internet). Vi hn 30 triu im
chp nhn thanh ton th trong bao gm hn 820.000 my ATM trn ton
th gii, khng c mt th thanh ton no c chp nhn rng ri nh
MasterCard. Tnh n 31 thng 12 nm 2002, tng doanh thu mua bn bng
th vt qu 1,14 nghn t USD.
Th thuc h thng MasterCard bao gm 3 loi chnh:
- 20 -

- Th Maetro
- Th Cirrus
- Th MasterCard
Th Maetro thuc loi th ghi n. C th dng th Maetro mua sm, rt
tin mt ti hn 5 triu my in t trn ton th gii hoc sp ti y c th
thanh ton c trn mng Internet na.
Th Cirrus cng thuc loi th ghi n nhng ch c dng rt tin mt ti
cc my ATM. Tt c cc my ATM thuc h thng Cirrus u c c im l
cc hng dn trn my rt d hiu v bng c ting Anh ln ting bn a.
Th MasterCard l mt trong nhng loi th tn dng ph bin nht trn ton
th gii. Cc ch th MasterCard c hng kh nhiu tin ch nh:
- Dch v Bo him mua sm (Purchase Assurance): Khi mt th hng
ho no c khch hng mua bng th MasterCard m b h hi
hoc mt trong vng 90 ngy k t ngy mua th khch s c hon
tin hoc i.
- Ko di thi hn bo hnh (Extended Warranty): hng ho mua bng
th MasterCard c th c thi hn bo hnh di hn m khng phi mt
thm ph.
- MasterRental: y l mt s la chn thng minh tit kim tin khi
khch cn thu xe t trong vng 15 ngy lin tc hoc t hn. Thc t,
y l dch v bo him gip ch th trnh c cc khon pht ca
ngi cho thu xe trong trng hp khch lm mt hoc hng xe. Nu
khch hng thanh ton ton b tin thu xe th h c th c bo
him ti 50.000 USD cho mt v.
- Master RoadAssist: l dch v h tr khch hng khi chng may b
hng xe gia ng. Ch cn gi in n s my h tr v thng bo
- 21 -

a im hng xe, trong thi gian ngn nht khch s c i sa

cha n tr gip vi chi ph hp l c tr thng vo ti khon th.
- Dch v h tr du lch (Travel Assistance Services): dch v ny s
cung cp cho khch hng nhiu thng tin, hng dn b ch v cc dch
v quan trng khch c th cn khi i du lch nh th tc cp visa,
passport, i ngoi t, tim chng...
- Dch v tr gip ton cu (MasterCard Global Service): dch v ny to
cho ch th s yn tm khi i du lch hoc cng tc xa nh. y l dch
v hot ng 24/24 gi trong ngy, 365 ngy trong nm cung cp cc
tr gip lin quan n th d khch hng ang bt c u. Khch
hng s khng phi tr ph in thoi cho dch v ny trn 75 quc gia
trn ton th gii. Khi cn, ch th ch cn gi n s in thoi Dch
v khn cp (thng c mt sau th), tng i s ni my cho khch
ti nhn vin c th ni c th ting ca khch tr gip trong cc
tnh hung sau:
o Mt th
o Pht hnh th khn cp
o ng tin mt khn cp
o Cung cp a ch cc my ATM c chp nhn thanh ton th ny
ti a im khch ang lu tr
o Kim tra cc thng tin c lin quan ti ti khon th
o S dng cc tin ch khc ca th
Tuy nhin, phn ln cc tin ch nu trn ch c th MasterCard Gold hoc
Platinium v khch hng ch c hng khi p ng cc iu khon, iu
kin nht nh.
Ngoi ra, th cn c th c dng thanh ton t ng cc ho n nh k
nh tin in, in thoi, thu nh, ph bo him, thu

- 22 -

c.

American Express (hay cn gi l th AMEX)

C khong 30 loi th AMEX khc nhau p ng nhu cu ca nhiu i

tng hoc mc ch s dng.
Cc tin ch chnh:
Kim sot tnh hnh hot ng ca ti khon th

Kim tra bo co ti khon, xem cc giao dch, thanh ton tin mua
hng thc hin trong thng bt c lc no trong ngy.

Xem thng tin cp nht v cc giao dch gn nht bao gm c cc loi

ph, cc khon phi thanh ton v tn dng.
Hng im thng cho cc ln thanh ton vi s tin ln bng th cho
cc dch v nh gii tr, du lch, mua sm
Ti cc d liu v hot ng th vo cc phn mm chuyn dng d
dng qun l tnh hnh ti chnh nh Microsoft Money hay Quicken
Phng thc thanh ton cho ho n mua hng trong thng linh hot:
c th tr mt ln y hoc tr chm
Rt thun tin v khch hng c th mua hng nhiu ln trong thng
nhng ch phi thanh ton cho mt ho n tng hp mi thng.
i mua sm vi th American Express
c bo m chng gian ln
c chp nhn rng ri li nhiu im thanh ton
Thi hn bo hnh ca nh sn xut i vi rt nhiu sn phm s c
ko di hn, c th ti mt nm
i du lch vi th American Express
- 23 -

 C th i du lch trc ri thanh ton sau. C th thanh ton y mt

ln hoc tr chm
Mi ln i bng my bay s c bo him ti 1 triu USD
Bo v khch hng khi nhng s c xy ra trong chuyn i nh hnh
l b mt, tht lc hoc h hng,..
C th rt tin mt vo bt c lc no thun tin ti hn 500 ngn my
ATM trn ton th gii
Hng dch v tr gip 24 gi trong ngy khi i du lch xa
d.

JCB

T khi thnh lp vo nm 1961, JCB lun gi v tr hng u trong

ngnh cng ngh th ca Nht Bn bi vic cung cp dch v cht lng
cao. Nm 1981, JCB bt u chng trnh m rng hot ng ra quc t
nhm cung cp dch v vi cht lng v s thun tin tng t ti tt c
cc ch th JCB nc ngoi. n u nhng nm 90, ngy cng nhiu
cc t chc ti chnh c uy tn hp tc vi JCB. Sau , JCB nhanh
chng tr thnh nhn hiu th quc t ln, c uy tn. Hin nay, c khong
42 triu khch hng s dng th JCB, khong 9,78 triu i l chp nhn
thanh ton loi th ny v khong 3.000 t chc tn dng quc t c quan
h hp tc vi JCB.
JCB theo ui mt phng chm hot ng duy nht l "dch v xut pht
t tri tim"(Service from the Heart) trong mi mi quan h vi khch
hng, i l thanh ton th v cc i tc khc. Bng chng cho iu ny
l JCB xy dng mt h thng tr gip khch hng duy nht l JCB
Plaza. Khi ch th JCB i ra nc ngoi, h s c cc nhn vin ca
JCB Plaza cho n nng nhit v gip bng mi cch. Cc nhn vin

- 24 -

 y c o to c bit v phc v khch hng, ng tin cy v hiu

bit rng nh mt ngi th k ring, tn ty nh mt ngi qun l trong
mt khch sn sang trng.
Cc JCB Plaza thng c t ti cc ng ph chnh ca 31 thnh ph
trn ton th gii. Ti y, khch hng s c tr gip vi nhiu dch v
a dng nh pht hnh gp th thay th, t vn v y t v rt nhiu dch v
cht lng cao khc.
Cc i tc v i l thanh ton cng tm thy nhiu li ch trong s hp
tc vi JCB. Khng ch doanh thu bn hng ca h tng m h cn c
nhiu c hi qung b thng hiu ca mnh trn th trng quc t.
Sn phm ca h s tr nn hp dn khch hng hn nu nh h kt hp
cc tin ch ca th JCB vi cc loi sn phm v dch v th ca chnh
mnh.

- 25 -

2. H thng thanh ton in t ti cc im bn hng (EFTPOS)

EFTPOS hay cn gi l dch v chuyn tin in t ti im bn hng. S tin
phi tr cho hng ho s c chuyn bng cng ngh in t ti im bn
hng t ngn hng ca ngi mua sang ngn hng ca ngi bn. im bn
hng c th l ti siu th hay trm bn xng, ni m khch hng s dng th
thanh ton cho hng ho. Ngi bn hng ko trt th qua my c th.
y thc cht l mt thit b c c th c c cc thng tin c m ho
trn di t nm mt sau th.
Thit b c th ny cho php cc thng tin ca ch th c chuyn qua
ng in thoi ti mt Tng i Trung tm. Cc thng tin trn th c m
ho m bo an ton. Tng i Trung tm la chn ng ngn hng v gi
cc thng tin trn th n b x l ti ngn hng ca ch th kim tra cc
thng tin sau:
S th
Th c bo mt bao gi cha ?
Ngy ht hn ca th
Tng s tin phi thanh ton
C tin trn ti khon ca khch hng khng ?
M s nhn din ngi bn
S thit b thanh ton ca ngi bn
Nu kt qu kim tra cc thng tin cho thy th c gi tr thanh ton, b x l
ca ngn hng ngi mua s gi s cp php c m ho ti Tng i
Trung tm v t y s gi thng bo ti ca hng. My c th ti ca hng s
in ra mt giy bin nhn trn c s cp php. Khch hng k tn ln trn
giy bin nhn v sau c th mang hng i. ng thi Tng i Trung tm

- 26 -

s chuyn tng s tin hng ti ngn hng ca ngi bn. Nu khng ly

c s cp php th ngi mua s phi thanh ton hng ho bng mt
phng thc khc.
Sau ba ngy, ngn hng ca ngi mua s tr tng s tin hng vo ti khon
ca ngi mua. Trong khi , cng sau ba ngy, ngn hng ca ngi bn ghi
c vo ti khon ca ngi bn tng s tin bn hng.
3. My rt tin t ng (Automatic Teller Machines - ATM)
ng nh tn gi, cc my rt tin t ng (ATM) cho php khch hng t
mnh rt tin m khng cn s tr gip no ca nhn vin ngn hng. Khch
hng dng cc loi th nha nh ni phn trn a vo my ATM, cc
my ny s nhn dng khch hng thng qua m s nhn dng c nhn (PIN)
m khch hng nhp trn bn phm ca my. Ngoi chc nng ch yu l cho
php khch hng rt tin mt, cc my ATM cn cung cp mt lot cc tin
ch khc nh cho php khch hng vn tin ti khon, chuyn tin gia cc ti
khon, yu cu bo co ti khon chi tit hoc in cc bo co ti khon
mini

4.

Dch v ngn hng qua in thoi (Telephone banking)

Trong phng thc giao dch ngn hng truyn thng, khch hng khi cn
thng tin v ti khon ca mnh cng nh cc thng tin khc v dch v ngn
hng u phi trc tip ti ngn hng vo gi giao dch. iu ny thc s tn
rt nhiu thi gian ca khch hng, nht l nhng khch hng xa hoc
khng c iu kin n giao dch trc tip. Thm ch ch v thiu thng tin
cp nht v t gi hi oi hay li sut vay, nhiu doanh nghip b tut mt
nhng c hi kinh doanh tt hay dn n cc quyt nh kinh doanh sai lm.
- 27 -

S ra i ca dch v telephone banking thc s gii thot cho cc khch

hng ni chung v cc doanh nghip ni ring khi cc vng mc trn.
4.1 Telephone banking l g ?
Telephone banking l mt tin ch ngn hng m khi s dng n khch hng
ch cn dng h thng in thoi thng thng. Vi dch v ny, khch hng
c th mi lc mi ni, dng in thoi c nh hay di ng u c th nghe
c cc thng tin v sn phm dch v ngn hng, thng tin ti khon ca
mnh v thm ch c th thc hin c mt s loi giao dch. y l h
thng tr li t ng, hot ng 24/24 gi trong ngy, 7 ngy trong mt tun,
365 ngy trong mt nm nn khch hng hon ton ch ng s dng khi cn
thit.
4.2 Nhng tin ch ca telephone banking
Khi s dng telephone banking, khch hng c th:
Kim tra cc thng tin v ti khon ca mnh nh s d ti khon, cc
giao dch trn ti khon trong mt khong thi gian nht nh (c
quy nh ty theo tng ngn hng - c ngn hng cho php khch hng
kim tra c cc giao dch trong vng ba thng gn nht)
Chuyn tin gia cc ti khon khc nhau ca cng khch hng trong
cng ngn hng (mt s ngn hng cn cho php khch hng chuyn
tin t ti khon ca mnh sang ti khon ca cc thnh vin khc trong
gia nh nu nh h cng c ti khon trong ngn hng )
Thanh ton cc ho n nh k nh tin in, tin in thoi, ph truy
cp internet, thanh ton ho n th tn dng,

- 28 -

 Yu cu, sa i hoc hy Lnh Thanh ton nh k (Standing Orders)

v Lnh Thanh ton trc tip (Direct Debits). Vi tin ch ny ca
telephone banking, khch hng s khng phi nh cc khon thanh ton
nh k vi s tin c nh nh ph bo him, ph hi vin, tin mua tr
gp, m vn m bo thanh ton ng hn.
Yu cu pht hnh li th hoc PIN (m s nhn dng c nhn)
Yu cu mt khon vay c nhn (personal loan) - ti mt hn mc xc
nh ca ngn hng
Yu cu rt thu chi (overdraft) - ti mt hn mc xc nh ca ngn
hng
Tho thun cc yu cu mi hoc b sung v th chp
t mua ngoi t hoc sc du lch (travellers cheques)
Yu cu chuyn tin ra nc ngoi - ti mt hn mc xc nh ca
ngn hng
t mua hi phiu (bank drafts) - ti mt hn mc xc nh ca ngn
hng

Thng tin v s d lu k chng khon

Thng tin kt qu khp lnh ca cc phin giao dch gn nht

Thng tin v cc lnh t mua, t bn chng khon gn nht
Thay i a ch lin lc
Yu cu bo co ti khon, s sc
Yu cu ngn hng fax bn t gi, gi chng khon, bn li sut tin
giKhi dng dch v ny, khch hng cn lin h trc vi ngn
hng ng k s fax ca mnh.
Ngoi ra, cc khch hng cha c ti khon hoc cha s dng dch v ca
ngn hng cng c th s dng telephone banking nghe gii thiu v cc

- 29 -

dch v ngn hng, thng tin v t gi hi oi, li sut tit kim, li sut vay,
gi chng khon,
4.3 Chi ph s dng
Telephone banking l mt trong nhng dch v ngn hng em li nhiu tin
ch cho ngi s dng vi chi ph thp nht. s dng dch v ny, khch
hng khng cn mua thm mt thit b c bit no m ch cn dng h thng
in thoi thng thng. Hu ht cc ngn hng cung cp dch v ny min
ph, khch hng ch phi tr cc ph in thoi cho bu in. Tuy nhin nu
khch hng s dng dch v fax ca telephone banking s phi tnh theo biu
ph c th ca ngn hng.
Vi h thng telephone banking, khch hng s tit kim c rt nhiu thi
gian, khng cn n ngn hng vn gim st c cc giao dch pht sinh trn
ti khon ca mnh mi lc k c ngoi gi hnh chnh, mi ni trong phm
vi c nc v quc t. D khch hng ang nh, c quan hay ang i cng
tc nc ngoi cng c th kim sot c cc giao dch trn ti khon ca
mnh, cp nht thng tin v sn phm, dch v ca ngn hng vo bt c thi
im no thch hp nht vi h.
4.4 Cch thc s dng v tnh an ton:
Cch thc s dng dch v ny hon ton n gin. Sau khi ng k s dng
dch v vi ngn hng, khch hng s c cp m s truy cp v mt khu.
M s truy cp l c nh v thng c th s dng cho c internet banking.
di ca mt khu do tng ngn hng quy nh, thng n l mt s c
di ti thiu 5 k t v ti a 20 k t. Khch hng c th thay i mt khu
bt c lc no m bo an ton, b mt cho cc thng tin ti khon.
- 30 -

Khi cn dng telephone banking khch hng ch cn gi ti ngn hng theo

mt s in thoi c ngn hng nh trc cho tng khu vc. Sau khi
kt ni vo h thng, khch hng c th nghe my hng dn cch thc bm
m dch v hoc bm trc tip m dch v yu cu h thng tr li cc
thng tin cn thit. M dch v l cc phm trn bn phm in thoi tng
ng vi mt dch v do ngn hng quy nh. V d nh: bm phm 101 - m
dch v nghe s d; bm phm 123 - m dch v lit k cc giao dch n gn
nht,
Khch hng cn ch , khi nhp m s truy cp v mt khu khch hng phi
bm lin tip, khng b ngt qung (gia hai s lin nhau khng c dng
qu 2 giy). Khi nhp xong m s truy cp hoc mt khu khch hng cn bo
cho h thng bit bng cch bm mt phm kt thc c quy nh trc,
nh phm # chng hn.
Ngoi ra tit kim thi gian cho khch hng, ngn hng cn c th quy
nh thm mt s phm chc nng c tc dng ngng gii p giao dch hin
th v chuyn sang giao dch khc, nghe li mt giao dch hoc dng ngay
cu thoi ang c khi khch hng khng mun nghe tip.
D n gin, nhng tnh bo mt cho cc thng tin ti khon vn c m
bo v mi khch hng s c ngn hng cp m s truy cp, mt khu ring.
Khch hng c th t ng i mt khu bt c lc no mun hoc khi cho
rng c ngi bit mt khu ca mnh. Ngoi ra ngn hng cn c h thng
ngn chn cc truy cp khng hp php.

- 31 -

Bt c khi no gp kh khn trong s dng telephone banking, khch hng

cng c th gi in n s in thoi h tr khch hng ca ngn hng
c gii p, gip .
5. Dch v ngn hng ti nh (Home banking/PC banking)
5.1 Gii thiu chung v dch v ngn hng ti nh
Dch v ngn hng ti nh l mt loi dch v ngn hng in t cho php
khch hng c th ch ng kim sot hot ng giao dch ngn hng t vn
phng ca h. H thng ny gip khch hng tit kim c rt nhiu thi
gian v tin bc v h khng cn phi n giao dch trc tip ti ngn hng,
khch hng s c nhiu thi gian hn tp trung vo cc hot ng kinh
doanh ca mnh. Khch hng cng khng cn phi lo lng v nn kt xe cng
nh cc loi giy t s sch phc tp. Vi s tr gip ca dch v ny, vic
giao dch ngn hng i vi khch hng gi y ch cn l vic bm vi phm
my tnh, vo thi im thun tin nht vi mnh.
Thng thng, dch v ngn hng ti nh c th cho php thc hin 3 chc
nng chnh sau:

Chuyn tin: Chc nng ny cho php khch hng c th lp lnh

chuyn tin thanh ton cho bn th ba c ti khon ti bt c mt ngn
hng no trn th gii hoc lm lnh chuyn tin gia cc ti khon ca
chnh mnh.

Xem s d v cc giao dch trn ti khon: Chc nng ny cung cp

cho khch hng cc thng tin cp nht v s d ti khon cng nh cc
giao dch trn ti khon ca mnh. Vi chc nng ny khch hng cn
c th t in bo co ti khon bt c lc no v thm ch cn c th

- 32 -

chuyn thng tin, d liu sang cc phn mm ng dng khc nh

Excel, Word,

Th tn dng: chc nng ny cho php khch hng c th in vo

mu th tn dng v chuyn ti ngn hng.
5.2 Dch v ngn hng ti nh hot ng nh th no ?

s dng dch v ny, khch hng cn c my tnh vi cu hnh ph hp,

modem, ng in thoi truy cp v mt chng trnh phn mm c bit do
ngn hng cung cp. Khi s dng dch v, khch hng s quay s trc tip
kt ni vi ngn hng qua ng in thoi thng thng. Sau khi nhp m
s s dng (username) v mt khu (password), khch hng s c quyn thc
hin cc giao dch ngn hng t my tnh c nhn t ti vn phng mnh.
Thng thng cc phn mm ca Dch v ngn hng ti nh c th hot ng
c trong mi trng Window nn s dng n kh n gin v thun tin.
Khch hng ch cn nhp cc d liu ln mu Lnh chuyn tin hay Th tn
dng trn my tnh c ci t sn phn mm Dch v ngn hng ti nh
ti vn phng ca h. Sau , cc lnh yu cu ny s c chuyn mt cch
an ton ti ngn hng thng qua ng dy in thoa c ni vi modem ti
vn phng khch hng. Ngn hng s thc hin cc lnh yu cu ca khch
hng ngay khi nhn c thng qua h thng thanh ton ni mng ton cu
nh

SWIFT

(The

Social

for

Worldwide

Interbank

Financial

Telecommunications) hay Telex. Phn mm ca Dch v ngn hng ti nh c

th c ci t trn mng ni b (Local Area Network hay cn gi l LAN)
hoc trn mt my tnh c lp.

- 33 -

Chng ta cng tm hiu c th hn v cc chc nng chnh ca Dch v ngn

hng ti nh thy c r hn nhng tin ch m n mang li cho khch
hng.
Chc nng chuyn tin:
Chc nng chuyn tin cho php khch hng c th lm lnh chuyn tin
thanh ton cho bn th ba, chuyn tin gia cc ti khon ni b hoc yu cu
pht hnh hi phiu t vn phng ca mnh.
Khi s dng chc nng ny ca phn mm Dch v ngn hng ti nh chc
chn khch hng s thy vic lm lnh yu cu chuyn tin qu l mt cng
vic d dng. Phn mm ny t ng ho rt nhiu cng on m khch hng
s phi lm lp li nhiu ln trong phng thc chuyn tin truyn thng. Chi
tit ca cc khon thanh ton xy ra thng xuyn c th c lu li trong
h thng ti s dng vi nhiu cp khc nhau nh:
- Lu tr nh mt mu sn (Save as Models): p dng khi mun lu
li nhng lnh thanh ton thng xuyn vi s tin khng c nh
nh tin in, in thoi
- Lu tr nh mt mu c nh (Save as Pre-Defined Transactions):
p dng khi mun lu li nhng lnh thanh ton thng xuyn vi
s tin khng thay i nh tin ph bo him, ph hi vin cu lc
b,
- Lu tr nh mt mu nh k (Save as Scheduled Transactions): p
dng khi cn thanh ton vi s tin c nh v trong mt chu k c
nh nh tin lng cho nhn vin, tin thu vn phng,
Thm ch i vi nhng thanh ton khng thng xuyn khc, khch hng
cng s tit kim c rt nhiu thi gian khi in mu lnh c sn v phn
- 34 -

ln thng tin nh s ti khon, ngn hng th hng, ngi th hng

c nhp sn thnh mt danh sch, h ch cn nhp chut la chn ci
mnh ang cn m thi.
Chc nng chuyn tin trong Dch v ngn hng ti nh c cc c im sau:
- Khch hng c th linh hot lp v sa i cc lnh chuyn tin trn
my tnh ca mnh.
- Rt nhiu d liu nh ngi th hng, s ti khon th hng, ngn
hng th hng, ni dung thanh ton c th c lu li d dng
nhp vo lnh chuyn tin.
- C th linh hot nh ra quyn hn s dng cc chc nng ca Dch v
ngn hng ti nh v hn mc duyt cc lnh chuyn tin cho tng
nhn vin. V d: c ngi ch c xem thng tin m khng c
nhp lnh hoc ch s dng nhng lnh c sn nh Pre-Defined hay
Scheduled transactions; c ngi ch c duyt cc lnh chuyn tin
vi s tin di 5.000 USD chng hn
-

C th gi v nhn cc thng bo n v t ngn hng.

- Cc thng tin c truyn n v t ngn hng mt cc an ton v b

mt v c h thng bo v c bit.
Chc nng xem s d v cc giao dch trn ti khon:
Chc nng ny cho php khch hng c nhanh chng cp nht cc thng
tin v cc ti khon ca mnh ti ngn hng, khng cn phi i bn sao k ti
khon hoc cc giy bo c, bo nKhng ch xem cc thng tin, khch
hng cn c th in ra hoc chuyn cc thng tin sang cc phn mm ng
dng khc nh Excel, Word lp cc bo co cho cc mc ch ring ca
mnh. Ngoi ra chc nng ny cn cung cp cho khch hng cc thng tin b
ch khc nh t gi chuyn i ngoi t
- 35 -

Chc nng lp Th Tn dng (Letters of Credit)

Chc nng ny cho php khch hng lp th tn dng mt cch d dng v
hiu qu. N t ng ho nhiu cng on lp li khi phi lp mt th tn
dng. Tng t nh lnh chuyn tin, cc th tn dng ny c th c lu li
s dng v sau, ch phi sa mt s chi tit m thi.
Chc nng ny ca dch v ngn hng ti nh cung cp cho khch hng cc
kh nng sau:
- Lp Th tn dng mt cch n gin
- Lu tr cc mu th thng dng.
- Lu tr h thng d liu lp th tn dng nh: danh sch cc ngn
hng, danh sch ngi th hng, cc loi tin t, danh sch cc nc
trn th gii,
- Khi cn cc thng tin ny ch cn la chn t danh sch c sn nn tit
kim c rt nhiu thi gian v chnh xc cao.
- Cc d liu c lu tr v chuyn n v t ngn hng mt cch an
ton, b mt tuyt i.
6. Dch v ngn hng qua mng my tnh ton cu (Internet Banking)
6.1 Gii thiu chung v internet banking
Internet banking l mt loi hnh dch v ngn hng hin i v cn kh mi
m. N cho php khch hng c th giao dch ngn hng thng qua mng
Internet vo bt c lc no, bt c u m khch hng cho l ph hp nht.
Do , khch hng c th lm giao dch 24 gi trong ngy, 7 ngy trong tun
ti nh ring hoc vn phng, khi ang trong nc hay i nc ngoi. S ra
- 36 -

i ca internet banking thc s l mt cuc cch mng, n thc y cc giao

dch xy ra nhanh hn, tit kim c rt nhiu thi gian v tin ca cho c
khch hng ln ngn hng v cho x hi ni chung.
Tng t nh dch v ngn hng ti nh, s dng dch v ny khch hng
cng cn c my tnh, modem, ng in thoi truy cp. Tuy nhin, khi s
dng dch v ny, khch hng khng cn ci t thm mt phn mm c bit
no m ch cn truy cp trc tip vo trang web ca ngn hng.
Vi internet banking khch hng c th:

Kim tra s d

Xem thng tin v ti khon nh s d hin ti (current balances) v s

d c th s dng (available balances); li sut

Xem thng tin v cc giao dch thc hin trn ti khon

Tm kim thng tin v mt giao dch c th no , v d: s sc, s

tin v ngy sc c thanh ton

Chuyn tin gia cc ti khon trong cng h thng ngn hng

Lm lnh thanh ton

Thanh ton ho n

Xem chi tit v sa i cc lnh thanh ton nh k (standing orders)

v lnh ghi n trc tip (Direct Debit)

Xem s d v cc giao dch trn th tn dng

Yu cu ngng thanh ton sc

Chuyn cc thng tin d liu t internet banking xung phn mm k

ton ring ca mnh nh Quicken hay Microsoft Money

Thng bo thay i a ch lin lc

Thng bo nh k bng e-mail khi s d ti khon t n mc ti a

hay ti thiu m khch hng t ra t trc.

- 37 -

6.2 Cch thc s dng internet banking

c th s dng internet banking, trc ht khch hng cn phi m mt ti
khon giao dch (ti khon vng lai hoc tin gi khng k hn) ti ngn
hng. Nu l ti khon chung t hai ngi tr ln th phng thc iu hnh
ti khon phi l mi ng ch ti khon c th c lp thc hin giao dch
th mi c th s dng c internet banking.
Sau , khch hng s ng k s dng dch v internet banking vi ngn
hng. Trong n ng k s dng internet banking, khch hng cn cung cp
cc thng tin c nhn nh h v tn, gii tnh, ngy thng nm sinh, a ch v
s in thoi lin h, cc s ti khon m khch hng mun s dng internet
banking v quan trng nht l mt khu an ton (security password). Mt
khu an ton ny (c th bao gm ch v/hoc s) do khch hng t t ra v
c lu li trong h thng my tnh ca ngn hng.
Bc tip theo, ngn hng s lin lc li vi khch hng (bng th hoc
email) bo cho h bit m s ng k khch hng (cn gi l s CRN
hay Customer Registration Number) v s in thoi ca Trung tm h tr
khch hng v internet banking.
Sau , khch hng s gi in ti ngn hng theo s in thoi ny ly
mt khu tm thi s dng internet banking. Trc khi cung cp mt khu
tm thi, nhn vin ngn hng phi xc nhn c ngi ang lin h chnh
l ch ti khon bng cch hi mt khu an ton v mt s thng tin c nhn
khc m khch hng cung cp khi ng k. Lc ny khch hng c th bt
u s dng dch v internet banking.

- 38 -

Khi cn s dng internet banking, khch hng s kt ni vo a ch trang web

ca ngn hng v la chn dch v internet banking. Sau h thng s yu
cu khch hng nhp s CRN v mt khu tm thi. Nu y l ln u tin
khch hng s dng dch v ny, h s phi chp nhn cc iu khon v
iu kin s dng bng cch nhp chut vo nt "ng " trn mn hnh. Cc
iu khon v iu kin ny qui nh cc quyn li v ngha v c lin quan
n vic s dng internet banking. Khch hng nn c v hiu r cc iu
khon v iu kin s dng ny s dng internet banking tt hn. Nu
khng ng , dch v internet banking s khng c cung cp. Sau , h
thng s yu cu khch hng phi i mt khu tm thi do ngn hng cung
cp sang mt khu ring ca mnh. S k t ca mt khu khc nhau tu qui
nh ca tng ngn hng nhng thng thng l 8 k t. tng thm tnh an
ton, mt khu ny thng thuc loi c phn bit dng ch (case-sensitive).
iu ny c ngha l nu trong mt khu c ch hoa v ch thng, v d nh
"10To56Kt", th khi nhp mt khu vo my khch hng phi nh ng nh
vy. Khi chn mt khu, khch hng cn trnh ly nhng mt khu m ngi
khc d on ra nh tn mnh hoc tn v (chng), con ci hoc ngy sinh
ca h, s in thoi, Nn chn mt khu kt hp nhiu loi k t nh ch
hoa, ch thng, s v nn thay i thng xuyn m bo an ton.
Cng nh s PIN ca th rt tin, mt khu ny cng phi gi tuyt i b mt
v nu khng ngi xu khi bit mt khu c th rt tin khi ti khon ca
khch hng. Cng m bo cho tnh an ton khi s dng internet banking,
h thng ny s khng cho php truy cp thng tin nu mt khu b nhp sai
ba ln. s dng tr li, khch hng cn lin lc vi Trung tm tr gip
khch hng.
Trong trng hp khch hng qun mt kh, h s cn phi lin h vi
Trung tm h tr khch hng yu cu c cp li mt khu khc. V khi

- 39 -

nhp mt khu mi ny vo my, h thng s yu cu khch i li mt khu

khc ca ring mnh.
Ngoi cc bin php m bo an ton bng mt khu ni trn, cc ngn hng
cn s dng mt lot cc bin php b tr khc nh h thng tng la (fire
walls) v m ho d liu (data encryption).
Sau khi kt ni thnh cng vo dch v internet banking ca ngn hng,
khch hng c th tu la chn cc dch v theo yu cu nh:

Xem s d ti khon:

Dch v ny cho php khch hng xem chi tit s d cc ti khon c kt ni

vo internet banking. Khch hng ch cn n gin nhp p chut vo s ti
khon cn xem. Khch hng khng ch bit s d hin thi trn ti khon m
cn c s d c php s dng na. S d c php s dng l s tin thc
c trong ti khon v khng bao gm bt k khon tin gi no cha c b
tr hoc gi tr no cha c hch ton so vi s d. V d: s d ti khon
ang l 5 triu ng, nu khch hng i mua sm bng th ht 300.000 ng
th s tin ny s c gi li nhng cha tr ngay vo ti khon. Nh vy, s
d hin thi ca ti khon l 5 triu ng v s d c php s dng l
4.700.000 ng.

Xem cc giao dch xy ra trn ti khon:

S lng cc giao dch c th xem c tu thuc vo h thng ca tng

ngn hng, c th t 10 giao dch gn nht n cc giao dch trong vng vi
thng tr li. Cc thng tin ny c cp nht ti tng pht nn cc khch
hng, c bit l khch hng cng ty c th theo di tnh hnh ti chnh ca
mnh mt cch hiu qu.

- 40 -

Khng nhng th, khch hng cn c th chuyn cc thng tin ny xung

phn mm k ton ca mnh t thit k ra bo co ring.

Chuyn tin gi cc ti khon trong cng h thng

Vi dch v ny khch hng c th chuyn tin gia cc ti khon trong cng

h thng ca ngn hng. Cc ti khon trong cng h thng ny c th l ti
khon ca cng mt khch hng hoc ca khch hng ny tr cho mt ngi
khc cng c ti khon ti ngn hng . Giao dch ny thng c gi tr ngay
lp tc v khng c gii hn v s tin chuyn, min l c tin trong ti
khon. Khch hng c th lp lnh chuyn tin loi ny bt c lc no ph
hp, k c na m hay ngy ngh hoc ngy l v lnh thanh ton s c gi
tr ngay trong ngy. Tuy nhin, do nhng hn ch c qui nh trong lut ca
tng quc gia m mt s ngn hng ch cho php chuyn tin gia cc ti
khon c cng mt loi tin t nh cng l tin VND hoc cng l USD.

Lp lnh chuyn tin:

Khch hng c th lp lnh chuyn tin n mt hn mc theo qui nh ca

ngn hng. Nu vo ngy thanh ton, khch hng bn hoc i cng tc xa, h
c th lp lnh chuyn tin sm, c ngn hng cho php lp lnh sm n mt
nm. Nu lnh chuyn tin vt qu hn mc thanh ton qui nh hoc khng
c tin trong ti khon vo ngy thanh ton th lnh s khng c thc
hin. Thng thng, khch hng s c bo khi lnh chuyn tin b t chi
bng mt thng bo hin trn mn hnh my tnh hoc bng th. Trong trng
hp khch hng lm nhiu lnh chuyn tin mt lc i t cng mt ti khon,
ngn hng s c quyn xc nh th t u tin thc hin cc lnh ny. Thng
th khong 3 ngy lm vic sau th ngi th hng s nhn c tin.

Cc lnh thanh ton nh k (standing orders) v lnh ghi n trc

tip (Direct Debits)
- 41 -

Khi cn phi thanh ton cc khon tin c nh theo mt chu k nht nh nh

tin ph bo him nhn th hay tin thu nh chng hn, nu n ngy thanh
ton khch hng qun hoc i cng tc vng nn khng th thc hin c th
khch hng c th phi tr tin pht do tr chm hoc thm ch b hu hp
ng. M trong cuc sng hng ngy, c kh nhiu th phi thanh ton nh
vy th lm sao c th nh ht. Standing order s mang li s thanh thn cho
khch hng. Lnh standing order cho php khch hng ch cn lp mt ln,
sau lnh s c t ng thc hin theo mt chu k nht nh do khch
hng la chn. Chu k thanh ton rt a dng, c th l hng tun, hng
thng, hng qu, hng nm hay vo mt ngy nht nh no trong thng
Khng ch c nhng khon thanh ton nh k vi s tin c nh m trong
cuc sng hng ngy ta cn phi thanh ton rt nhiu loi ho n vi s tin
"khng bit trc" nh tin in, in thoi, cc internet,S mt rt nhiu
thi gian v cng sc nu c phi lm tng lnh thanh ton, k c khi thc
hin bng internet. thot khi nhng phin toi ny, khch hng ch cn s
dng dch v lnh ghi n trc tip (Direct Debit). Direct Debit l mt lnh
chuyn tin in t t ti khon giao dch ca ngi tr tin m lnh thanh
ton do ngi th hng a ra. Khi mun s dng Direct Debit vi mt
cng ty no , khch hng s phi k mt bn tho thun. Theo bn tho
thun ny, khch hng s ng cho cng ty thu tin thanh ton cho cc
ho n dch v trc tip t ti khon ca khch hng vo mt ngy nht nh
trong k. Khch hng s gi li mt bn tho thun tham kho khi cn.
Lu rng, mt khi bn tho thun c k, cng ty c quyn truy
nhp vo ti khon ca khch hng m khng phi c s cho php g thm t
pha khch hng tr khi khch hng yu cu hu bn tho thun. Mt s cng
ty c th s yu cu khch hng phi thng bo trc mt s ngy bng vn
bn khi mun hu bn tho thun s dng thanh ton bng Direct Debit. Hng
thng khch hng s kim tra tt c cc khon thanh ton c lit k trn bn
- 42 -

bo co ti khon xem c chnh xc khng. Nu pht hin ra bt c sai st g

trn bo co ti khon, cn bo ngay cho ngn hng bit. Ngn hng s c
trch nhim xem xt li giao dch , nu ng l c sai st phi sa ngay
trong ngy hoc nu khng phi tr li bng vn bn cho khch hng.
Vi internet banking, khch hng c th xem, sa i cc chi tit trn lnh
standing order hoc hu standing order. Khch hng cng c th xem cc lnh
standing order hoc cc lnh Direct Debit b hu hoc ht hn.

Lnh ngng thanh ton sc

Vi dch v ny khch hng c th yu cu ngn hng ngng thanh ton cho

mt hoc nhiu sc, tt nhin vi iu kin l cc sc ny cha c thanh
ton. Khch hng c th phi tr ph cho dch v ny.

Thay i a ch v thng tin c nhn

Khch hng c th thng bo cho ngn hng bt c thay i no v a ch

lin lc v thng tin c nhn ca mnh nh s in thoi, s fax, a ch
email... Tuy nhin, mt s thng tin khng th thay i bng internet banking
nh h ca khch hng chng hn. Nu c thay i h (v d nc ngoi,
sau khi ph n ly chng th i sang h ca chng), khch hng cn cung
cp cho ngn hng mt s giy t chng minh nh giy ng k kt hn
chng hn.

- 43 -

7. Dch v ngn hng qua v tuyn truyn hnh tng tc (Interactive

TV)
V tuyn truyn hnh tng tc (Interactive TV hay cn gi l iTV) l mt
dch v ht sc mi m v cn ang trong bc th nghim ti cc nc pht
trin. y l mt loi dch v c tnh hai chiu c cung cp thng qua h
thng truyn hnh k thut s. Thng tin khng ch i mt chiu t i truyn
hnh ti cc khn gi m cn c theo chiu ngc li. Vi dch v ny, khn
gi khng cn th ng ngi xem cc chng trnh do i truyn hnh pht
m h hon ton ch ng trong vic xem g, khi no. V d, khn gi c th
ly thm cc thng tin chi tit hn v mt b phim ti liu no ang pht
hoc thng qua b iu khin t xa c th gi kin phn hi v i truyn
hnh.
Mt trong nhng tin ch m dch v v tuyn truyn hnh tng tc c th
cung cp cho khn gi l T-commerce (tm dch l Thng mi truyn hnh).
Thng qua dch v ny m cc nh cung cp sn phm, dch v ni chung v
ngn hng ni ring c th tip cn mt s lng ln khch hng. s dng
dch v ngn hng qua h thng v tuyn truyn hnh tng tc, khch hng
c th s dng b iu khin t xa hoc mt thit b c bit c thit k
ring nhp m s nhn dng hoc mt khu.
y l mt loi hnh dch v ang c cc cng ty cung cp dch v, sn
phm c bit quan tm v hu nh gia nh no cng c v tuyn nn h c
th gii thiu v bn sn phm, dch v ca mnh vi mc ti a v hiu qu
nht. Hn na mt im c bit ca h thng truyn hnh tng tc l n c
mt b x l thng tin c bit c kh nng phn tch cc dng thng tin phn
hi t pha khn gi nh cc loi thng tin, chng trnh m khch hng hay
quan tm. T cc nh cung cp dch v c th nm r v chnh xc nht
- 44 -

tm l, nhu cu, th hiu ca khch hng. y l nhng thng tin cc k qu

gi gip cho h ci tin sn phm, dch v sao cho hp dn khch hng hn.
Tuy nhin, nhiu ngi cn e ngi khi s dng dch v ny v c kin cho
rng s bo mt v ring t khng c m bo.
8. Dch v ngn hng qua mng vin thng khng dy (Wireless
communications network) hay M(mobile)banking
y l loi dch v ngn hng in t mi nht hin nay da trn cng ngh
in t vin thng khng dy ca mng in thoi di ng. Thc cht dch v
ny chnh l s kt ni in thoi di ng ca khch hng vi trung tm cung
cp dch v ngn hng in t v kt ni Internet trn in thoi di ng s
dng giao thc truyn thng WAP (Wireless Application Protocol).
S dng dch v mbanking, khch hng c th thc hin c cc loi giao
dch sau:
Kim tra s d ti khon
Xem chi tit khong chc giao dch gn nht trn ti khon
Xem chi tit cc lnh thanh ton nh k (standing order)
Xem chi tit cc lnh thanh ton trc tip (direct debit)
Ngoi ra, khch hng cn c th truy cp xem cc thng tin cp nht v sn
phm dch v ca ngn hng, li sut tit kim, t gi hi oi, a im cc
my ATM gn nht, a ch cc chi nhnh ca ngn hng

- 45 -

Xu hng pht trin nhanh chng ca in thoi di ng cng vi tnh an ton

v tin li ca dch v ngn hng qua mng vin thng khng dy m ra
trin vng y ha hn cho loi hnh dch v ngn hng in t mi m ny.

III. Nhng yu t quan trng trong s hnh thnh v pht

trin e-banking
1. Yu t php l
Yu t php l ng vai tr ht sc quan trng trong s pht trin ca bt c
mt ngnh ngh no. i vi lnh vc ti chnh ngn hng, yu t ny li
cng ng vai tr quyt nh v ti chnh ngn hng lun c coi l "huyt
mch ca nn kinh t" v "huyt mch" hot ng thng sut th mi
trng php l phi hon thin v n nh.
c bit, mi trng php l n nh v minh bch s c tc ng tch cc
n s pht trin loi hnh dch v ngn hng mi nh e-banking v n m
bo cho loi hnh dch v ny c bo v, khuyn khch pht trin v cnh
tranh cng bng vi cc loi dch v ngn hng khc.
Mt khc, mt h thng php l y v cht ch cng gip gim thiu cc
ri ro trong hot ng ca ngn hng cng nh tng an ton tin gi ca
khch hng.
2. Yu t khoa hc cng ngh
Trong vi thp k qua, chng ta chng kin s pht trin vt bc ca
khoa hc cng ngh. S ra i ca mng Internet, cng ngh in t, cng
ngh thng tin v vin thng, h thng v tuyn truyn hnh tng tc,
chnh l tin hnh thnh v pht trin cc loi dch v ngn hng in t
- 46 -

phong ph nh hin nay. C th khng nh rng, yu t khoa hc cng ngh

s lun l yu t khng th thiu c trong s hnh thnh v pht trin ca
bt c mt loi hnh dch v ngn hng in t no.

- 47 -

3. Yu t cnh tranh
Trong mt mi trng m cc ngn hng u c th cung cp nhng sn
phm, dch v tng t nhau v s lng khch hng t thay i, tng th
phn ca mnh cc ngn hng lun phi cnh tranh nhm a ra cc sn
phm, dch v tt hn, nhiu tin ch hn thu ht khch hng.
Cc ngn hng trn th gii hin nay c xu hng la chn pht trin cc loi
hnh dch v ngn hng in t do tnh u vit vt tri ca n so vi cc loi
hnh dch v ngn hng truyn thng khc.

- 48 -

Chng II:
Tnh hnh trin khai e-banking ti Vit Nam
I.

Bi cnh thc y s pht trin e-banking ti Vit Nam

Cng vi xu th chung ca th gii, Vit Nam ang trong qu trnh hi nhp

kinh t quc t. Ni dung c bn ca qu trnh ny l vic Vit Nam nht tr
thc hin cc cam kt kinh t quc t (song phng v a phng) trong
khun kh cc hip nh. Cc cam kt ni bt trong thi gian gn y m Vit
Nam k kt vi cc t chc quc t l:

Hip nh v chng trnh u i thu quan c hiu lc chung

(CEPT) cho khu vc mu dch t do ASEAN (AFTA) c k kt
ngy 15/12/1995 v c hiu lc t ngy 1/1/1996. Mc tiu c bn ca
ASEAN/AFTA l t do ho thng mi, xo b hng ro thu quan
trong quan h bun bn. thc hin mc tiu ny, cc nc thng qua
cng c chnh l Chng trnh u i thu quan c hiu lc chung
(CEPT). Trong khun kh hip nh ny, Vit Nam cam kt hon thnh
vic ct gim thu nhp khu xung mc 0%-5% vo ngy 1/1/2006
vi hn 6200 dng thu. Ngoi ra, Vit Nam s dnh ch i ng ti
hu quc v i ng quc gia trn c s c i c li v thu doanh thu,
thu hng cao cp, xc nh t gi hi oi, qun l ngoi t v cc bin
php khc.

Din n Hp tc Kinh t Chu - Thi Bnh Dng (APEC). Vit

Nam tr thnh thnh vin ca T chc ny t ngy 14/11/1998. Mc
tiu lu di t ra i vi lnh vc thu quan trong khun kh cam kt
APEC l mc thu nhp khu u i s mc 0% vo nm 2018, v
cc u i khc dnh cho tt c cc lnh vc trong c ngn hng.

- 49 -

Hip nh Thng mi Vit Nam - Hoa K, k ngy 13/7/2000 v c

hiu lc t 10/12/2001. Theo Hip nh ny, Vit Nam cam kt ct
gim hoc khng tng thu sut nhp khu i vi hn 244 mt hng t
36% xung cn 26%. Ring i vi lnh vc ti chnh - ngn hng, pha
Vit Nam cam kt s d b mi hn ch v dnh cho pha Hoa K cc
quyn bnh ng v lnh vc kinh doanh tin t, tn dng, ngn hng
trn nguyn tc i x ti hu quc v i x quc gia vi l trnh d
b dn cc hn ch t nay n nm 2008.

Vit Nam np n xin gia nhp T chc Thng mi th gii

(WTO) vo nm 1995 v tin hnh 4 phin m phn, d kin vo
nm 2004 s chnh thc tr thnh thnh vin ca t chc ny. WTO l
im hi t y cc cam kt m cc hip nh song phng v a
phng ni trn phn nh.

Cc cam kt trong khun kh cc hip nh ni trn v ang tc ng

mnh m n mi ngnh, mi lnh vc trong nn kinh t quc dn, c bit l
i vi ngnh Ngn hng, "mch mu ca nn kinh t". Nhng cam kt trn
cho thy hi nhp s m ra hng lot c hi kinh doanh mi cho ngnh Ngn
hng, nhng cng a n mun vn kh khn v thch thc.
Xt t kha cnh dch v ca cc ngn hng, hi nhp em li nhng thch
thc rt ln. i vi cc ngn hng thng mi quc t trong khu vc v trn
th gii c tim lc v vn mnh v uy tn cao th thng thng li nhun thu
c t cc hot ng dch v ca cc ngn hng ny chim khong 40%50% trong tng thu nhp. Theo c tnh ca cc chuyn gia ngn hng th
hin nay cc ngn hng thng mi quc t ang thc hin trn 6000 nghip
v kinh doanh khc nhau v lnh vc tin t - tn dng - ngn hng Trong
khi , cc ngn hng thng mi Vit Nam, thu nhp t hot ng tn dng
chim 90%, v thc hin ti a khong 300 nghip v kinh doanh khc nhau
- 50 -

trn lnh vc tin t - tn dng - ngn hngVi con s so snh s b ni trn

cho thy lnh vc dch v ca cc ngn hng thng mi Vit Nam ang phi
ng u vi v vn kh khn v thch thc m trong nhiu thp k na
mi hy vng ui kp vi cc nc trong khu vc v trn th gii.
Tuy nhin, bn cnh nhng thch thc m cc ngn hng thng mi phi i
u v lnh vc dch v th cng chnh lnh vc ny v ang m ra hng
lot c hi tt, nu cc ngn hng thng mi bit "i tt n u". c bit
l n bt nhng thnh tu khoa hc k thut tin tin nht m cc ngn hng
thng mi trn th gii i trc chng ta hng chc thp k trong lnh
vc ny ng dng n mt cch c hiu qu nht vo thc tin hot ng ti
Vit Nam.
C hi v thch thc lun l bn ng hnh trn tin trnh hi nhp. V vy,
thc hin tt cc cam kt trong cc hip nh thng mi song phng v
a phng m Chnh ph Vit Nam k kt vi cc t chc quc t ni trn,
ton ngnh Ngn hng cn phi c nhng ci cch mnh hn trn mi phng
din v m v vi m tng bc bin thch thc thnh c hi trong qu trnh
hi nhp.
Nhn thc c vn trn, chng ta ch trng c cu li h thng Ngn
hng Vit Nam, phc v c lc cho s nghip cng nghip ho - hin i ho
trong giai on hi nhp khu vc v quc t. Nhim v trc mt ca cc
ngn hng thng mi l m rng cc dch v ngn hng, a dch v n
tng doanh nghip, tng ngi dn, a vn minh thanh ton n vi mi
nh, mi ngi v gim ti mc ti thiu thanh ton dng tin mt trong nn
kinh t, tng lu lng v nhng phng tin thanh ton hin i qua ngn
hng, c chin lc hi nhp v ch ng tham gia hi nhp vi l trnh v

- 51 -

bin php ph hp, nht l nng cao nng lc qun tr iu hnh theo kp cc
chun mc quc t sc cnh tranh v pht trin bn vng.

- 52 -

II.

Tnh hnh trin khai e-banking ti Vit Nam ni chung

T nm 2002 v c bit l u nm 2003, nhiu ngn hng trong nc a

vo s dng cc dch v e-banking hin i nh phone-banking (dch v ngn
hng qua in thoi), home-banking (dch v ngn hng ti nh), internet
banking (dch v ngn hng qua mng my tnh ton cu). Nhng y ch
c xem l bc tp dt pht trin m hnh cao hn na l online
banking (ngn hng trc tuyn).
Do phi ph thuc vo cng ngh nn hin nay cc ngn hng trong nc mi
ch p dng ph bin dch v phone-banking hoc home-banking. Bng hnh
thc ny, phn ln cc yu cu c p ng l thng bo nhng thng tin c
bn nh li sut, t gi ngoi t hng ngy, cc sn phm ngn hng, biu
phy l nhng thng tin m bt k mt trang web no ca ngn hng
cng c th cung cp c. Song n cng c tin tch cao hn l khch hng
c cp mt khu c th truy cp thng tin v bin ng ti khon ca
mnh.
Tuy nhin, theo nh gi ca mt s chuyn vin ngn hng, iu m doanh
nghip cn hin nay l mt ngn hng trc tuyn ngi bt c u, truy cp
mng l c th ra lnh chuyn tin d dng v an ton. M hnh ny mi ch
c thc hin ti cc ngn hng c vn nc ngoi nh ANZ, HSBC,
Citibank...Trong nc, hin giao dch chuyn tin ca khch hng c p
ng thng qua h thng thanh ton in t lin ngn hng. Cn i vi cc
ngn hng ring l, vic p dng giao dch trc tuyn gia cc khch hng
hoc vi ngn hng khc ang c nhng hn ch.
Dch v ngn hng ti nh hin nay cha c cung cp ph bin ti cc ngn
hng trong nc. Nguyn nhn l do thc hin cn phi c s u t thch
- 53 -

ng cho cng ngh cng nh trang thit b m i tng phc v ca loi

dch v ny li ch yu l cho cc doanh nghip ch khng phi tt c cc
khch hng. Hin nay dch v ny mi ch c cc chi nhnh ngn hng nc
ngoi cung cp nh ANZ (ANZLink), Citibank (Citibanking), HSBC
(Hexagon),H thng ngn hng thng mi trong nc mi ch c duy nht
Vietcombank cung cp dch v ny vi tn gi Vietcombank Money.
Mt dch v e-banking khc ang c nhiu ngn hng ch trng u t v
hin ang cnh tranh gay gt l dch v th. Th trng th Vit Nam c s
gp mt ca nhiu ngn hng thng mi. S a dng v thnh phn s hu,
c cu t chc ca cc ngn hng lm cho th trng th tr nn si ng,
cnh tranh din ra ngy cng gay gt trn mi lnh vc hot ng. Tuy vy,
theo nh gi ca cc t chc th quc t v cc chuyn gia ngn hng ti
chnh trong nc, th trng th Vit Nam ang cn qu rng ln v y tim
nng cho cc ngn hng tip tc u t v pht trin.
Dch v thanh ton th ngn hng c Ngn hng Ngoi thng Vit Nam ngn hng u tin a th vo Vit Nam hi u nhng nm 90. y l thi
k M ang cm vn Vit Nam nn Ngn hng Ngoi thng Vit Nam
khng th thc hin thanh ton th trc tip vi cc t chc th quc t.
p ng nhu cu khch hng, ngn hng phi i ng vng bng cch thit
lp quan h i l thanh ton th thng qua cc ngn hng v cng ty ti chnh
nc ngoi.
Nm 1990, Ngn hng Ngoi thng Vit Nam tr thnh i l thanh ton th
Visa u tin ti Vit Nam ca ngn hng BFCE Singapore, sau l i l
thanh ton th Mastercard ca Cng ty ti chnh MBF Malaixia v i l
thanh ton th JCB ca Cng ty JCB Nht. C th ni Ngn hng Ngoi
thng Vit Nam l ngn hng t nhng vin gch u tin cho dch v
- 54 -

th ngn hng ti th trng Vit Nam pht trin. n nm 1994, ngay sau
ngy M b cm vn, Ngn hng Ngoi thng Vit Nam k hp ng i l
thanh ton th American Express vi Cng ty American Express Hongkong.
T cho n gn ht nm 1995, Ngn hng Ngoi thng Vit Nam gi v
tr c quyn cung ng trong dch v thanh ton th ngn hng ti th trng
Vit Nam.
T nm 1996, th trng th Vit Nam bt u tr nn si ng vi s tham
gia ca cc ngn hng thng mi c phn trong nc v cc chi nhnh ngn
hng nc ngoi ti Vit Nam. Thng 4/1996, Ngn hng Ngoi thng Vit
Nam cng vi Ngn hng thng mi c phn chu (ACB), Ngn hng
thng mi c phn Xut nhp khu (Eximbank) v ngn hng lin doanh
FirstVina tr thnh thnh vin chnh thc ca T chc th quc t Mastercard
ti Vit Nam. Cng vo thi im , th tn dng quc t Mastercard u
tin c Ngn hng Ngoi thng Vit Nam pht hnh ti Vit Nam. Nm
1997, Ngn hng Ngoi thng Vit Nam c T chc th quc t Visa kt
np l thnh vin.
Cuc khng hong ti chnh khu vc nm 1997 c nhng nh hng nht
nh n tc tng trng ca nn kinh t Vit Nam, nht l du lch v u
t nc ngoi. T nm 1997 n 1999, doanh s thanh ton th quc t ti
Vit Nam st gim hn do lng khch du lch v u t gim st. Sau khng
hong, cc ngn hng khu vc phi chuyn hng chin lc sang lnh vc
dch v bn l v th trng tiu dng. Kt qu l lnh vc pht trin th c
c mt tm quan trng mi trong tm nhn ca cc ngn hng khu vc.
Khng nm ngoi xu hng , ti Vit Nam, dch v th ngn hng cng bt
u c ch trng u t pht trin. T nm 2000 tr li y, th trng th
ngn hng Vit Nam c nhng bin i tch cc. Hu ht cc ngn hng
- 55 -

u trin khai dch v th. Nhiu sn phm th khc nhau, c sn phm mang
thng hiu quc t v ni a u c a vo th trng.
Trong nhng nm qua, d l trong thi k kh khn nht, Ngn hng Ngoi
thng Vit Nam vn lun pht huy vai tr tin phong ca mnh trn th
trng th Vit Nam. Vi nh hng chin lc pht trin ng n, vi h
thng cng ngh t chun quc t, vi h thng thanh ton th kt ni trc
tuyn vi cc T chc th quc t, vi nhng kinh nghim tch lu trong sut
qu trnh hot ng, Ngn hng Ngoi thng Vit Nam tip tc bc nhng
bc vng chc hi nhp vo th trng ti chnh quc t v khng nh vai
tr ca mnh ti th trng th ngn hng trong nc. Hin ti, Ngn hng
Ngoi thng Vit Nam chim hn 40% th phn thanh ton v pht hnh th
tn dng quc t, hn 50% th phn thanh ton v pht hnh th ghi n. 2Ngn
hng Ngoi thng Vit Nam cng l ngn hng duy nht trn th trng c
h thng my thanh ton th chp nhn c 6 loi th tn dng v ghi n thng
dng: 5 loi th trn th trng quc t l Visa, Mastercard, American
Express, JCB, Diners Club v 1 loi th ti th trng Vit Nam l
Vietcombank Connect 24. Cc sn phm v dch v mi , ang v s c
Ngn hng Ngoi thng Vit Nam tip tc a ra th trng vi nhng tnh
nng vt tri.

III. Tnh hnh trin khai e-banking ti h thng ngn hng

trong nc
1. Ngn hng Ngoi thng Vit Nam
i u cc ngn hng thng mi trong nc trong qu trnh hin i ho
Ngn hng l Ngn hng Ngoi thng Vit Nam. Ngn hng Ngoi thng
2

Thi Bo Ngn hng s ra ngy 26-28/03/2003

- 56 -

Vit Nam l mt trong nhng ngn hng thng mi quc doanh c thnh
lp sm nht Vit Nam trong thi k xy dng t nc v u tranh bo v
t quc. Ngy 30/10/1962, theo ngh ca Ngn hng Nh nc Vit Nam,
Hi ng Chnh ph ban hnh Ngh nh 115/CP thnh lp Ngn hng
Ngoi thng Vit Nam trn c s b my ca Cc Ngoi hi trc thuc
Ngn hng Nh nc Vit Nam. Sau mt thi gian chun b, ngy 1/4/1963,
Ngn hng Ngoi thng Vit Nam chnh thc i vo hot ng. Trong sut
40 nm qua, ngay c trong thi k c ch bao cp, Ngn hng Ngoi thng
Vit Nam do c th l gn lin vi cc quan h kinh t quc t nn cng l
ni tip nhn c nhiu thng tin cng nh mi quan h kinh t i hi phi
vn ln st vi yu cu ca hot ng ti chnh ngn hng quc t. c bit
l trong hn 15 nm i mi, Ngn hng Ngoi thng Vit Nam vt qua
rt nhiu kh khn th thch sm tr thnh ngn hng thng mi quc
doanh hng u ca Vit Nam trong nhiu lnh vc nh huy ng vn, cho
vay v nht l pht trin dch v ngn hng.
Nhng nm gn y, thc hin yu cu c cu li cc ngn hng thng mi
quc doanh, Ngn hng Ngoi thng Vit Nam vn ln dn u cc
ngn hng trong nc v pht trin cc dch v tin ch ngn hng hin i
bng cch p dng cng ngh thng tin v theo st c yu cu ca mt
ngn hng thng mi c tm c khu vc v quc t. Trong 6 nm lin tip,
t 1995 n 2002, Ngn hng Ngoi thng Vit Nam c Ngn hng JP
Morgan Chase cng nhn l "Ngn hng c cht lng dch v thanh ton tt
nht" trong khu vc. C th coi Ngn hng Ngoi thng Vit Nam l ngn
hng i u to nn mt s thc y v li cun cc ngn hng thng mi
quc doanh v cc ngn hng thng mi khc trong nc cng vi mnh
thc hin thnh cng s nghip cng nghip ho - hin i ho trong giai
on hi nhp khu vc v quc t hin nay.

- 57 -

VCB thc hin vai tr i l thanh ton, sau l i l pht hnh cc loi th
tn dng quc t (Visa v Master vo thng 4/1996, AMEX vo thng
9/1996), pht hnh th tn dng VCB-VISA (1998).
c bit, vo thng 5/2002, vi vic khai trng h thng ngn hng trc
tuyn (VCB-Online) v h thng rt tin t ng (ATM) mang li tm vc
mi v cng ngh ngn hng c p dng ti Ngn hng Ngoi thng Vit
Nam, n cng mang li cho khch hng nhng tin ch khi mi giao dch
c thc hin tc th khng cn qua khu trung gian no. Khch hng c th
t thc hin cc giao dch ti my ATM gn nht s dng cc dch v t
ng ho c tnh chnh xc cao. Cn h thng giao dch t ng (Connect 24)
cho php khch hng giao dch bt c u - ni c c s giao dch ca Ngn
hng Ngoi thng Vit Nam, gip cho khch hng vt qua c hn ch v
khng gian v thi gian. Th VCB Connect 24 thc cht l mt th ghi n ni
a, cha s dng c nc ngoi. Hin nay khch hng dng loi th ny
c th thanh ton c ti hu ht cc siu th ln trn ton quc. VCB ang
tch cc m rng phm vi thanh ton th, khng phi ch cc siu th m cn
cc ca hng, khch sn, trung tm gii tr, v ni chung l tt c nhng
ni din ra cc hot ng mua bn, giao dch v chi tiu hng ngy. VCB
cng ang phi hp vi mt s cng ty bo him thc hin thanh ton ph
bo him qua th. Trong trng hp khch hng mua bo him nhn th th
thay v hng thng khch hng phi tr mt khon ph cho Cng ty bo him
th ti y khch hng khng cn lm th tc nh vy na m ch cn thc
hin tr tin trn ti khon ca mnh. Tin n, VCB cng d nh cho php
ch th Connect 24 c th thanh ton tin in, in thoi thng qua dch
v th ny.
Phn ln khch hng s dng th Connect 24 hin nay l nhn vin ca cc
doanh nghip m ti khon nhn lng. Cc doanh nghip ch cn ng k
- 58 -

ti khon cc nhn cho nhn vin ca mnh v yu cu pht hnh th Connect

24 cho nhn vin. Thay v lnh tin mt tr lng cho nhn vin th n k
lng doanh nghip ch cn lp mt bng lng v yu cu ngn hng chuyn
tin vo ti khon c nhn ca tng nhn vin. iu ny tit kim c rt
nhiu thi gian, cng sc cho b phn k ton ca cng ty, gim thiu c
sai st so vi vic tr lng bng tin mt. Hn na thng tin v tin lng
ca cc nhn vin c m bo b mt tuyt i. V pha nhn vin, nhn
lng bng cch ny cng rt thun tin cho h v h c th rt tin bt c khi
no cn bng cch dng th Connect 24. Ngoi ra, s tin cha dng ti trong
ti khon cng c tnh li ging nh mt s tit kim vy.
Hai h thng a tin ch l Dch v ngn hng trc tuyn (VCB-Online) v H
thng giao dch t ng ATM (Connect 24) c vai tr kinh t - x hi ng
k, khuyn khch ngi dn s dng cc dch v ngn hng, thanh ton qua
ngn hng, thay i thi quen dng tin mt trong lu thng.
Ngn hng Ngoi thng Vit Nam hin ang l ngn hng Vit Nam u tin
tham gia vo h thng ATM ton cu. Bn cnh , vic pht trin sn phm
ngn hng in t (VCB-Money) v dch v ngn hng Internet l bc t
ph trong pht trin cng ngh ca Ngn hng Ngoi thng Vit Nam so vi
cc ngn hng thng mi khc nc ta. n nay c hn 200 t chc
kinh t v 29 t chc tn dng s dng VCB-Money.
Vi chin lc pht trin thnh ngn hng a nng, Ngn hng Ngoi thng
Vit Nam ch trng n cc sn phm da trn cng ngh. Chin lc ny
m bo phc v tt hn cho th trng ni a 80 triu dn, cung cp cc sn
phm v dch v cho c nhn, doanh nghip va v nh. Hot ng th ca
Ngn hng Ngoi thng Vit Nam c nhng thnh qu ng khch l.
Tnh n nay, lng th tn dng quc t pht hnh khong trn 17.000. S
- 59 -

tin s dng trn th l 254,55 t VND v s tin thanh ton qua th l 108
triu USD. Nguyn nhn tng l do cng ngh thanh ton th c ci
thin, mng qun l, thanh ton n nh. Ch sau cha y 1 nm i vo
hot ng h thng giao dch t ng Ngn hng Ngoi thng Vit Nam
Connect-24 t trn 50.000 th c pht hnh, hn 40.000 ti khon c
nhn c m thm vi bnh qun khong 3.000 giao dch/ngy. Ngn hng
Ngoi thng Vit Nam tin hnh s kt giai on 1 chun b tip tc
trin khai giai on 2 vi vic a vo hot ng thm 70 my ATM trong
nm 2003 nng tng s ln 200 my trn ton quc.
2. Ngn hng thng mi c phn Chu
Ngn hng thng mi c phn Chu c tn giao dch quc t l Asia
Commercial Joint Stock Bank (vit tt l ACB) chnh thc i vo hot ng
k t ngy 04/06/1993 vi vn iu l ban u l 20 t ng. Ra i khi nn
kinh t ang cn nhiu kh khn v bin ng, h thng php lut, chnh sch
kinh t, ti chnh v m cha hon thin, thiu ng b v cn cha ng
nhiu ri ro cho hot ng ngn hng nn khi mi thnh lp ACB phi n
lc rt nhiu. Sau gn mi nm hot ng, n nay ACB thc s tr
thnh ngn hng thng mi c phn uy tn hng u Vit Nam v tc tng
trng vt bc v cht lng dch v khch hng. Cho n thng 1 nm
2003, vn iu l ca ACB tng ln 424 t ng, tng gp hn 21 ln so
vi vn ban u.
Hin nay, ACB c 3 c ng nc ngoi l:

Connaught Investors Ltd (thuc tp on Jardine Matheson)

LG Investment & Securities Co. Ltd.

Dragon Financial Holdings Ltd.

- 60 -

ACB khng ngng m rng mng li hot ng, cho n nay ngoi Hi
s chnh ti 442 Nguyn Th Minh Khai, Qun 3, TP H Ch Minh, Ngn
hng c 21 chi nhnh, Cng ty Chng khon ACB, Trung tm th ACB,
Trung tm chuyn tin nhanh Western Union.
n cui nm 2002, ACB c quan h i l vi 434 ngn hng ti 75 quc gia
trn khp th gii. Hin nay ACB c 4 trung tm giao dch ACB-Western
Union v hn 2000 i l chp nhn thanh ton th tn dng ACB trn c
nc.
t c nhng thnh tu trn l nh Ban lnh o ca ACB nhy bn, kp
thi xc nh ng hng i cho s pht trin. Nhn thc c tm quan
trng ca cng ngh hin i trong vic nng cao cht lng v pht trin sn
phm, dch v ngn hng nhm p ng yu cu kht khe ca khch hng,
ACB mnh dn p dng cng ngh tin tin. n cui nm 2002, h qun
tr nghip v ngn hng TCBS (The Complete Banking Solution) ng dng
cng ngh thng tin ti ACB chnh thc vn hnh, a ACB tr thnh ngn
hng thng mi c phn c hm lng cng ngh thng tin cao nht trong
cc mt hot ng.
Vi TCBS, mc tiu ct li l gip Ban qun tr qun l hiu qu hn cc mt
hot ng ca ngn hng, ng thi chm sc khch hng tt hn bng cc
dch v tin ch do TCBS mang li. ng dng u tin ca TCBS l dch v
Ngn hng qua in thoi (Phone Banking) cung cp cc thng tin cho khch
hng v t gi, li sut, tnh hnh chng khon, ti khon v giao dch. Bn
cnh dch v Phone Banking, dch v ngn hng qua Internet (Internet
banking) cho php khch hng s dng khng gii hn cc dch v ngn
hng. Ngoi vic truy cp tm kim thng tin, c hai dch v ny cho php
khch hng ngi ti nh c th thc hin mt s giao dch vi ngn hng.
- 61 -

Tt c cc khch hng c ti khon tin gi ti ACB khi c nhu cu s dng

hai dch v trn ch cn lin h vi cc chi nhnh ACB ni m ti khon
c cp m s truy cp v mt khu.
Vi dch v Phone Banking ca ACB, khch hng c th:

Kim tra s d ti khon

Kim tra cc giao dch gn nht

Bit cc thng tin c cp nht v li sut ca Ngn hng

Xem cc thng tin v t gi hi oi, li sut

Yu cu Ngn hng fax bng sao k ti khon, bng li sut hoc t

gi hi oi.

Vi dch v Internet Banking, khch hng c th xem:

1. Thng tin v sn phm dch v ca Ngn hng:

Cc sn phm tin gi tit kim, tin gi thanh ton

Cc sn phm tn dng, cc loi cho vay, dch v thanh ton, chuyn

tin, th tn dng quc t, th tn dng ni a, cc dch v khc.

Biu li sut, biu ph dch v ngn hng.

T gi mi nht cc loi ngoi t do ACB cng b

Cc thng tin khc

2. Thng tin v ti khon c nhn:

S d ti khon

Lit k cc giao dch ca ti khon theo tng thng trong qu kh (t

thng 01 nm 2001)

3. Ngn hng ng

- 62 -

Hin nay, dch v e-banking duy nht m Ngn hng ng cung cp cho
khch hng l Th ng .
y l loi Th thanh ton ni a (th ghi n) u tin Vit Nam s dng
ting Vit trong giao dch, ng thi khch hng c th va thanh ton hng
ho, dch v va thc hin ln chuyn khon. Khch hng c th s dng cc
tin ch ca th ng m vn c hng li trn s d ca ti khon th.

- 63 -

Cc tin ch ca th ng :

Rt tin mt:
o Ti cc chi nhnh v i l do Ngn hng ng u nhim.
o Chi tr t ng qua ATM 24/24 gi (trong tng lai)

Thanh ton hng ho dch v ti siu th, nh hng, khch sn,

c bit: Khch hng c th chuyn khon t ti khon ny sang ti

khon khc cng nh chi tr tin in, in thoi, truyn hnh cp, ph
bo him

u im ca th ng :

L phng thc hiu qu h tr cho cc cng ty thc hin chi lng

qua ti khon.

Ch th chnh c th qun l v gii hn s tin s dng hng thng

ca ch th ph to s thun li v an tm khi cp th cho con ci hay
ngi thn.

Gim ri ro, tng li nhun

Cng ngh bo mt hin i bng s PIN (m s c nhn) v cc bin

php bo mt khc to an ton trong thanh ton, an tm khi s dng.
Khng gp rc ri hay ri ro khi mang tin theo ngi nh b mt mt,
b trm cp, tin rch, tin gi, tin l nhiu

Theo Ngn hng thng mi c phn ng , t ngy 14/04/2003 cc khch

hng s dng th ng c th vay tin ti ngn hng qua th. y l ngn
hng u tin ti Vit Nam trin khai tin ch ny. Sau khi c xt duyt,
khch hng c th vay tin ti ngn hng bng cch rt tin mt hay thanh
ton tin hng ho ti gn 100 im chp nhn th ti Vit Nam vi mc vay
ti a l 50 triu ng. Li sut vay l 0,04%/ngy. Thi hn tr n vay ti a
l 90 ngy. Nu c vay tip, khch hng phi hon tr ng hn n vay c.
Khch hng mun vay tin qua th ch cn lm th tc mt ln bao gm giy
- 64 -

ng k dch v thu chi v mt s giy t cn thit khc tu theo tng i

tng c th.
Ngn hng ng s xt duyt mc cho vay cho tng nhm khch hng c
th nh khch hng nhn lng chi h qua ngn hng, c ng ca ngn
hng, cc doanh nghip, khch hng gi tit kim ti ngn hng.
4. Ngn hng thng mi c phn K Thng (Techcombank)
T ngy 15/09/2002, Ngn hng thng mi c phn K Thng
(Techcombank) chnh thc cung cp ti khch hng nhm cc dch v
ngn hng ti gia (Techcombank home banking). Bao gm Techcombank Fast
Access (giao dch qua trang ch mng Internet), Techcombank Mail Access
(giao dch qua email) v Techcombank Mobile Access (giao dch qua in
thoi di ng).
Techcombank Homebanking l dch v tng th da trn cc k thut hin i
nhm cung cp thng tin cho khch hng. Vi cc dch v ny, cc khch
hng ca Techcombank c th vo bt c lc no v ti bt c u s dng
cc dch v v tip nhn thng tin giao dch vi Ngn hng.
Techcombank Homebanking bao gm cc sn phm, dch v c th sau:

Techcombank Fast Access: l h thng cung cp thng tin thng qua

giao din Web, khch hng truy cp Website ca Ngn hng v ch
ng tra cu, tm kim thng tin. s dng h thng ny, khch hng
ch cn mt my tnh c nhn c modem ni mng Internet hoc
Intranet (mng ni b) ca Techcombank v mt mt khu do Ngn
hng cung cp, khch hng c th d dng thc hin cng vic tra cu.

- 65 -

 tng thm tnh bo mt thng tin ti khon, khch hng c th d

dng t thay i mt khu truy cp ti khon ca mnh.

Techcombank Mail Access: l h thng cung cp thng tin qua th

in t, Ngn hng s t ng cung cp thng tin ti khch hng bng
th in t.

Techcombank Mobile Access: l h thng cung cp thng tin 2 chiu

qua in thoi di ng. Ngn hng s t ng cung cp thng tin ti
khon ti khch hng bng h thng tin nhn vo in thoi di ng
hoc khch hng c th ch ng gi tin nhn ti h thng nhn
c tin nhn phn hi v s d ti khon.

Ni dung cc thng tin Ngn hng c th cung cp ti khch hng gm c:

Thng tin s d, giao dch pht sinh ca cc loi ti khon:

Ti khon tin gi thanh ton khng k hn, c k hn (VND, USD);

Ti khon k qu

Cc thng tin t gi, li sut, thng tin kinh t

Thc hin cc giao dch thanh ton vi ngn hng (trong tng lai)

s dng dch v ny, khch hng cn ng k bng cch in y cc

thng tin vo mu ng k ti cc chi nhnh ca Techcombank.
Trc mt, Techcombank Homebanking mi ch cho php khch hng truy
cp s d v cc giao dch ti khon cng nh nhn cc thng tin t gi li
sut, thng tin kinh t. Khch hng c th la chn ch ng truy cp hay
phng n c Techcombank t ng gi thng bo vo email hoc in
thoi di ng mi khi c giao dch hoc thay i trong ti khon. Ngoi ra,
Techcombank ang xc tin trong nm 2003 ny cc khch hng s dng
Techcombank Homebanking c th thc hin cc giao dch thanh ton in t

- 66 -

vi cc bn th ba nh tr tin in thoi, tin in, mua sm ging nh cc

m hnh hin ang rt ph bin v c a chung ti cc nc khc.
Trong thi gian u, cc dch v Techcombank Homebanking s c cung
cp min ph ti cc khch hng. T 15/09/2002 cc khch hng c ng k
ti khon ti Hi s H Ni v chi nhnh Chng Dng ca Techcombank
c s dng dch v ny. T 30/09/2002 Techcombank Homebanking
c trin khai ti cc chi nhnh Thng Long, Hon Kim (H Ni) v
Nng. n gia thng 10/2002, dch v ny c cung cp ti Thnh ph H
Ch Minh.
5. Ngn hng thng mi c phn Xut Nhp khu Vit Nam
(Eximbank)
Eximbank c thnh lp vo ngy 24/5/1989 theo quyt nh s 140/Ch
tch ca Ch tch Hi ng B trng vi tn gi u tin l Ngn hng Xut
Nhp khu Vit Nam (Vit Nam Export Import Bank), l mt trong nhng
ngn hng thng mi c phn u tin ca Vit Nam. Ngn hng chnh
thc i vo hot ng ngy 17/01/1990.
Ngy 06/04/1992, Thng c Ngn hng Nh nc Vit Nam k giy php
cho php Ngn hng hot ng trong thi hn 50 nm vi s vn iu l ng
k l 50 t ng Vit Nam vi tn mi l Ngn hng thng mi c phn
Xut Nhp khu Vit Nam (Vietnam Export Import Commercial Joint-Stock
Bank), gi tt l Vietnam Eximbank.
n thng 04/2001 sau ba ln tng vn iu l, hin nay Eximbank c s vn
iu l ln ti 300 t ng Vit Nam tng ng 300.000 c phn. Ngn
hng thng mi c phn Xut Nhp khu Vit Nam c a bn hot ng
- 67 -

rng khp c nc vi Tr s Chnh t ti TP H Ch Minh v 4 Chi nhnh

Cp I H Ni, Nng, Cn Th v Ch Ln.
Eximbank c chn l 1 trong 6 ngn hng Vit Nam tham gia thc hin D
n hin i ho ngn hng (Bank Modernization Project) do Ngn hng Nh
nc Vit Nam t chc vi s ti tr ca Ngn hng Th Gii. Eximbank
cng c hai t chc th tn dng ln nht th gii l Mastercard
International v Visa International chp nhn lm thnh vin chnh thc
(principal member). Hin nay, Eximbank ang pht hnh th Eximbank
Mastercard, chp nhn thanh ton cc loi th Visa, Mastercard v JCB.
Dch v pht hnh th:
Tin ch s dng th:

S dng trc ngun vn ca ngn hng thanh ton tin hng ho,
dch v ti gn 7.000 a im thanh ton th ti Vit Nam (nh cc ca
hng, siu th, nh hng, khch sn) v hn 16 triu a im ca 220
quc gia trn ton th gii.

Khch hng c th s dng th Eximbank-Mastercard rt tin mt

ti cc ngn hng hoc ti gn 500.000 my rt tin t ng (ATM)
hot ng 24/24 gi trn ton th gii.

c bit tin li v an ton khi khch hng thng xuyn i nc ngoi

cng tc, du lch, cha bnh hoc du hc

Vi th Eximbank-Mastercard, khch hng c th d dng thanh ton

v kim sot cc khon chi ph sinh hot ca con em l du hc sinh ti
nc ngoi.

i tng, iu kin v th tc pht hnh th:

Gio s, ging vin cc trng i hc

Bc s, lut s
- 68 -

Doanh nhn

Cn b cng nhn vin chc

Du hc sinh

Cc i tng khch hng khc

iu kin pht hnh:

Mi cng dn Vit Nam c y nng lc hnh vi dn s

i vi khch hng l ngi nc ngoi th phi c thi hn lu tr v

lm vic ti Vit Nam ti thiu l 12 thng k t ngy np n xin pht
hnh th

C thu nhp hp php v n nh

p ng cc yu cu khc (nu c) ca Ngn hng

Th tc pht hnh th:

Hai bn Hp ng s dng th (theo mu)

Giy ngh pht hnh th (theo mu)

Bn sao cng chng chng minh th v h khu (vi khch hng l

ngi Vit Nam) /h chiu (i vi khch hng l ngi nc ngoi.

Giy t xc nhn thc hin m bo tn dng nh: Giy np tin, s

tit kim (p dng i vi khch hng thc hin m bo tn dng)

Giy chng nhn cng tc, chc v hoc giy bo lnh (p dng i
vi khch hng c Ngn hng ng min thc hin m bo tn
dng)

Loi th pht hnh:

Hin ti Ngn hng Xut Nhp khu Vit Nam ang pht hnh cc loi th tn
dng quc t Mastercard nh sau:

- 69 -

 Th Xanh (th thng)

Hn mc tn dng t 10 triu n di 50 triu ng VN.
Th Vng
Hn mc tn dng t 50 triu ng VN tr ln.

Ph dch v pht hnh th:

Khi pht hnh th quc t Eximbank-Mastercard, khch hng s c min
gim cc khon ph sau y:
Cc ph c min:
Ph thay th th
Ph thay i hn mc tn dng
Ph t mua hng, dch v qua th, fax, Internet
Ph cp bn sao chng t giao dch ti cc i l ca Eximbank
Ph thng nin:
Th vng chnh:

150.000 VND

Th vng ph :

100.000 VND

Th chun chnh: 100.000 VND

Th chun ph:

50.000 VND

B phn dch v khch hng ca Ngn hng sn sng phc v khch hng
24/24 gi, k c cc ngy ngh v ngy l gii quyt cc yu cu nh:
Tm hiu th tc pht hnh th
iu chnh tng gim hn mc tn dng

- 70 -

 Tr li cc thc mc lin quan n vic s dng th

Thng bo th b tht lc, mt cp
Ngoi ra, Eximbank cn hp tc vi cc n v nh nh hng, khch sn,
bnh vin, trng hc, chp nhn thanh ton tin bn hng, cung cp dch
v bng cc loi th nh sau:
Th Mastercard
Th Mastercard Electronic
Th Visa
Th Visa Electron
Trong tng lai, Eximbank d nh s pht hnh th ni a.
Ngoi dch v th, Eximbank cn cung cp cho khch hng ca mnh dch v
truy vn ti khon. Khch hng c th truy cp trc tip vo h thng
Eximbank xem thng tin v t gi, biu ph v truy vn s d cc ti
khon, xem sao k, s ph,...
6. Ngn hng Cng thng Vit Nam (The Industrial and Commercial
Bank of Vit Nam - gi tt l ICB)
Trc y, Vit Nam tng ch c mt ngn hng chnh, l Ngn hng
Nh nc. Nm 1988, Ngn hng Cng thng Vit Nam l doanh nghip
nh nc c bit c thnh lp trn c s tch ra t h thng Ngn hng
Nh nc Vit Nam.
Ngn hng Cng thng Vit Nam l mt trong nhng ngn hng thng mi
i u trong vic p dng tin b khoa hc k thut v cng ngh hin i vo

- 71 -

hot ng ngn hng. Ngn hng Cng thng Vit Nam v ang c
nhng chng trnh u t thch ng vo cng ngh mi c th mau
chng ho nhp vi mi trng thng mi in t.
Hin nay, Ngn hng Cng thng Vit Nam ang trin khai a vo s dng
h thng thanh ton in t. H thng ny cho php cc khch hng giao dch
chuyn tin, rt tin, gi tin 24/24 gi ti bt c im giao dch t ng hoc
cc i l chp nhn th ca Ngn hng Cng thng Vit Nam. Ngoi ra,
trong tng lai khng xa ngn hng cn cung cp dch v ngn hng Internet,
dch v ngn hng ti nh, dch v ngn hng qua in thoi Mi giao dch
t vic vay vn, m th tn dng, u t, thanh ton, lu k chng khon,
kim tra ti khon c th thc hin ti nh thng qua cc my tnh ca
doanh nghip v c nhn.

IV. Tnh hnh trin khai e-banking ti h thng ngn hng c

vn u t nc ngoi
1. Chohung Vina Bank
Chohung Vina Bank l ngn hng lin doanh gia Ngn hng Ngoi Thng
Vit Nam (Vietcombank) v Ngn hng Chohung ca Hn Quc vi t l vn
gp 50:50. Ngn hng ny c thnh lp t thng 2 nm 1993 vi s vn l
20 triu USD.
Mi y ngy 28/02/2003, trong dp k nim ln th 10 ngy thnh lp, ng
Hang Shin Seong - Tng Gim c ngn hng Chohung Vina tuyn b
thay th ton b h thng qun tr ngn hng c (c phn cng ln phn mm)
bng mt h thng qun tr ngn hng mi vi tn gi COSES (Chohung
Overseas Standard E-banking System). H thng mi COSES c trin khai
- 72 -

trong thng 03/2003 v mc tiu ca n l cung cp cho khch hng cc tin

ch mi nh h thng my rt tin t ng (ATM), dch v ngn hng trn
Internet (internet banking) v cc dch v ngn hng s v l khc.
H thng ny cng c kt ni vo h thng mng ca VCB. Sau khi kt ni
vi VCB, ngn hng s cung cp cc dch v ngn hng n vi cc khch
hng trn ton quc thng qua h thng my ATM ca VCB.

- 73 -

2. Ngn hng ANZ Vit Nam

Ngn hng ANZ Vit Nam l ngn hng 100% vn nc ngoi, thuc tp
on ngn hng Australia v Newzealand. Tp on ANZ l mt cng ty dch
v ti chnh ln vi hn 4 triu khch hng trn ton th gii, tng ti sn
khong 100 t USD. ANZ c mt ti hn 28 quc gia Bc M, chu u,
chu v khu vc Thi Bnh Dng. Ring chu , ANZ c mt ti 11 quc
gia l Trung Quc, Hng Kng, Indonesia, Nht Bn, Malaysia, Philippines,
Singapore, Hn Quc, i Loan, Thi Lan v Vit Nam.
ANZ l mt trong nhng ngn hng nc ngoi u tin hot ng ti Vit
Nam. Thng 2 nm 1993, chi nhnh ANZ ti H Ni chnh thc i vo hot
ng v ch 3 nm sau, chi nhnh ti TP H Ch Minh cng bt u m ca.
Mi y, ANZ c Ngn hng Nh nc Vit Nam cp giy php thnh
lp vn phng i din ti Cn Th.
Dch v m ngn hng ANZ Vit Nam cung cp rt a dng, bao gm: dch
v ngn hng cho cc doanh nghip, t chc; dch v ngn hng cho cc c
nhn; dch v ngn hng in t (e-banking); dch v thanh ton quc t; dch
v cho thu ti chnh
Ngn hng ANZ c bit n l ngn hng nc ngoi u tin cung cp cc
khon vay trung hn cho cc d n ti Vit Nam v l ngn hng u tin trin
khai h thng my rt tin t ng c hai thnh ph ln ca Vit Nam l H
Ni v TP H Ch Minh v pht hnh th ghi n ton cu ANZ Global
Access. n nay, ANZ Vit Nam cung cp cho khch hng ca mnh nhiu
dch v e-banking nh: th ghi n ton cu ANZ Access, ANZLink, internet
banking

- 74 -

Th ANZ Access cho php khch hng c th rt tin mt t ti khon ca

mnh m ti ANZ Vit Nam ti cc my ATM trong Vit Nam cng nh
465.000 my ATM ti hn 70 quc gia trn ton th gii. Ngoi rt tin,
khch hng cn c th thc hin mt s loi giao dch khc ti my ATM nh:
Vn tin ti khon: xem s d
In bo co ti khon mini (bao gm 10 giao dch gn nht)
Yu cu in sao k ti khon
Chuyn tin gia cc ti khon ca mnh m ti ANZ Vit Nam
i mt khu ca th
Khch hng cng c th dng th ny thanh ton ti hu ht cc siu th
ln v nhiu ca hng, i l v my bay, phng khm ti H Ni v TP H
Ch Minh.
Cc my ATM t ti hai chi nhnh ca ANZ u hot ng 24/24 gi, do
cc khch hng c th thc hin giao dch vo bt c lc no thun tin nht.
ANZ cng v ang xc tin hp tc vi cc ngn hng trong nc
(Sacombank, Ngn hng Nng nghip v Pht trin Nng thn Vit Nam)
cho php cc khch hng s dng th ANZ Access c th rt tin thng qua
h thng my ATM ca cc ngn hng ny trn ton quc.
Hin nay, ANZ cn cung cp cho khch hng l cc t chc, doanh nghip
mt h thng ngn hng in t c tn gi l ANZLink. H thng ny cho
php khch hng c th thc hin cc giao dch ngay t vn phng ca mnh
m khng cn phi n trc tip ti ngn hng. ANZLink c th cung cp cc
dch v sau cho khch hng:
Vn tin ti khon:
o Xem s d,

- 75 -

o Xem cc giao dch trn ti khon

o Xem cc thng tin khc lin quan n ti khon nh li sut, s
d thc t v s d kh dng,
Xem t gi
Lm lnh chuyn tin gia cc ti khon ni b cng ty hoc vi bn
th ba
Yu cu hi phiu
Yu cu pht hnh s sc
Yu cu sa i cc lnh chuyn tin gi (nu c sai st)
Lp th Tn dng
Ti cc thng tin t ANZLink sang cc phn mm ng dng khc nh
Excel, to ra cc bo co ring
ANZLink c cc khch hng a chung v s dng rt n gin li thun
tin v an ton. Khi mun lm lnh chuyn tin, khch hng ch vic in vo
mu chuyn tin c sn trong my vi nhiu bc c t ng ho v c
th lu li c vi nhiu cp khc nhau nh mu sn, mu c nh, mu
nh k s dng ln sau. Lnh chuyn tin c th gi ti ngn hng 24/24
gi, vo bt c lc no khch hng thy thun tin nht. H thng ny cn
cho php khch hng duyt lnh vi nhiu phng thc khc nhau tng ng
vi cc phng thc iu hnh ti khon a dng ca khch hng nh mi
lnh chuyn tin cn c hai ngi k duyt, hay c th t hn mc k duyt
lnh cho tng ngi s dng. Mi nhn vin c cng ty u quyn s dng
ANZLink s c cp mt m truy cp v mt mt khu ring. Tu theo yu
cu cng vic ca tng ngi m ngi qun l c th hn ch khu vc truy
cp ca tng ngi s dng nh ch c vn tin ti khon hoc xem t gi
m khng c lm cc giao dch chuyn tin hoc ch c lp lnh chuyn
tin m khng c duyt lnh m bo an ton, ANZLink khng cho
- 76 -

php mt ngi va lp lnh chuyn tin li va duyt lnh , lnh chuyn

tin s khng gi c ti ngn hng nu ch c mt ngi duyt (trong
phng thc 2 ngi duyt lnh) hoc ngi duyt "k" mt lnh chuyn
tin vi s tin vt qu hn mc m ngi c php. Ngoi ra, trong
trng hp ngi duyt lnh hay phi i cng tc xa th h vn c th "k"
duyt lnh thng qua mt thit b b ti c tn l Watchword. ANZLink cn
an ton ch nu ngi s dng nhp mt khu sai 3 ln n s t ng kho,
khng cho php ngi truy cp na. V ANZLink ch l mng kt ni gia
h thng ngn hng vi my tnh ca tng khch hng, khng thng qua
mng Internet nn thng tin v ti khon khch hng c bo m tuyt i
an ton. Khng ch c th, ANZLink cn cho php ngi qun l c th theo
di c ngy gi truy cp, mc ch truy cp ca tng ngi s dng.
Ngy 20/02/2003, nhn dp k nim 10 nm ngy thnh lp ti Vit Nam,
ANZ Vit Nam chnh thc cng b sn phm e-banking mi: internet
banking. Dch v ny bc u mi ch c cung cp cho cc khch hng l
c nhn. Vi dch v internet banking, cc khch hng ca ANZ Vit Nam sau
khi ng k s dng c th truy cp vo a ch website www.anz.com
xem cc thng tin v ti khon nh s d, cc giao dch trn ti khon, t gi,
chuyn tin gia cc ti khon trong cng h thng ANZ Vit Nam, yu cu
s sc Trong tng lai khng xa, dch v ny s c cung cp cho cc
khch hng l t chc, doanh nghip v tin ti, khch hng s c th thanh
ton tin in, tin in thoi, ph bo him qua dch v mi ny. Ch sau
hn mt thng khai trng, c hn 1.500 khch hng ng k s dng dch
v ny.
Trong bui l k nim 10 nm thnh lp Ngn hng ANZ , Thng c Ngn
hng Nh nc Vit Nam L c Thu nh gi cao vai tr ca ngn hng
ANZ trong h thng ngn hng trong nc. ng cn nhn mnh rng s hp
- 77 -

tc hn na gia ANZ vi cc ngn hng trong nc trong thi gian ti s

thc y s pht trin ca h thng ngn hng Vit Nam.
3. Ngn hng HSBC (The Hongkong and Shanghai Banking
Corporation Limited
Hexagon l tn gi ca dch v ngn hng in t ton cu ca tp on
HSBC. Hexagon c cung cp ring cho cc khch hng l cng ty.
Hexagon l mt trong nhng dch v ngn hng in t hin i v d s
dng nht trn th trng hin nay. Hexagon cho php cc khch hng c th
thc hin giao dch bt c u, 24 gi trong ngy, 7 ngy trong tun. Vi
Hexagon giao dch ngn hng tr nn hiu qu hn, tng chnh xc v an
ton, ng thi gim thiu c ri ro.
Hin nay cc khch hng ca HSBC 60 quc gia v vng lnh th ang s
dng Hexagon, trong c Vit Nam. Tuy nhin hin nay HSBC mi ch
cung cp cc dch v ngn hng ti chi nhnh TP H Ch Minh.
Hexagon cng c th cung cp cho khch hng nhng dch v tng t nh
h thng ANZLink ca ANZ.

V. Nhng tn ti trong qu trnh pht trin e-banking ti Vit

Nam hin nay
H thng ngn hng Vit Nam ang c nhng bc pht trin tch cc trong
vic trin khai dch v ngn hng in t tng bc hi nhp vi cng
ng ti chnh trong l trnh hi nhp quc t. Tuy nhin vn cn mt s tn
ti nh sau:
- 78 -

Th nht, mc d dch v ngn hng in t c mt s ngn hng trong

nc trin khai nhng vn cha c mt h thng php l hon chnh cho
thng mi in t ni chung v dch v ngn hng in t ni ring. Hin
nay c mt s vn bn php lut c lin quan n thanh ton in t trong
ngn hng nh:

Quyt nh 44/Q-TTg ngy 21/03/2002 v vic s dng chng t

in t lm chng t k ton hch ton v thanh ton vn ca cc
ngn hng v cc t chc khc c thc hin dch v thanh ton.

Quyt nh 212/2002/Q-NHNN ngy 20/3/2002 v vic ban hnh qui

trnh k thut nghip v thanh ton b tr in t lin ngn hng.

Quyt nh 349/2002/Q- NHNN ngy 17/4/2002 v vic ban hnh

qui nh v xy dng, cp pht, qun l v s dng m kho bo mt
trong h thng thanh ton in t lin ngn hng.

Quyt nh 543/2002/Q-NHNN ngy 29/5/2002 v vic ban hnh qui

nh v xy dng, cp pht, qun l v s dng ch k in t trn
chng t in t trong thanh ton in t lin ngn hng.
Tuy nhin vn cn thiu cc vn bn php lut qui nh v quyn v ngha v
ca ngn hng v khch hng trong cc dch v ngn hng in t v nhng
qui ch gii quyt cc tranh chp nu xy ra c lin quan n loi hnh dch
v ny.
iu ny tng i d hiu v dch v ngn hng in t vn cn kh mi m
ngay c i vi ngn hng cc quc gia pht trin trn th gii, vic xy
dng mt h thng php l y i hi phi c thi gian.
Th hai, dch v ngn hng in t mi ch c tp trung trin khai ti mt
s t ngn hng ln ti Vit Nam. Trong s khong hn 100 ngn hng bao
- 79 -

gm 26 chi nhnh ngn hng nc ngoi, 6 chi nhnh ph thuc ngn hng
nc ngoi, 4 ngn hng lin doanh, 41 vn phng i din t chc tn dng
nc ngoi hot ng ti Vit Nam, 6 ngn hng thng mi quc doanh, gn
50 ngn hng c phn, ch c khong 15% l thc s quan tm n dch v
ngn hng in t. Nguyn nhn u tin phi k n l thiu vn. Mi dch
v ngn hng in t u gn lin vi yu t khoa hc cng ngh v i hi
phi c s u t tng i ln v c s vt cht k thut trong khi lng vn
ca cc ngn hng trong nc cn rt hn ch.
S yu km v thiu ng b trong s pht trin c s vt cht k thut h
tng cng lm cn tr phm vi trin khai dch v ngn hng in t ti Vit
Nam. Tht kh c th pht trin dch v ngn hng in t khi m internet,
truyn hnh k thut s vn cn xa l vi a s ngi dn.
Mt l do na khin cho cha nhiu ngn hng trin khai dch v ngn hng
in t l ngun nhn lc. thnh cng trong vic a ra sn phm, dch v
mi th iu quan trng l i ng nhn vin ngn hng phi l ngi nm
vng v c hiu bit su rng v loi sn phm, dch v c kh nng
hng dn, gii thch cho cc khch hng cng nh trnh c ri ro, sai st.
Hin nay, a s nhn vin cc ngn hng trong nc cn c hiu bit hn ch
v cc ng dng khoa hc cng ngh trong ngn hng ni chung v dch v
ngn hng in t ni ring. Mun vy, cc ngn hng phi b ra mt chi ph
khng nh o to i ng nhn vin v iu ny cng i hi phi c thi
gian ch khng th thc hin c ngay trong ngy mt ngy hai.
Th ba, s lng khch hng quan tm v s dng dch v ngn hng in t
cn rt t. Kt qu ca mt cuc iu tra gn y ca Phng Thng mi v
Cng nghip Vit Nam (VCCI) cho thy ch c khong 10% s doanh nghip
trong tng s 90.000 doanh nghip t ra quan tm n thng mi in t v
- 80 -

dch v ngn hng in t trong c 3% l thc s s dng dch v ny.

Hin nay Vit Nam mi ch c mt s t ngi s dng dch v rt tin t
ng, mt trong nhng dch v ngn hng in t n gin v ph bin nht
trn th gii. Mt trong nhng l do khin cho khch hng e ngi khi s dng
dch v ny l nhng phin toi khi b my "nut th" m nguyn nhn phn
ln l do khch hng s dng cha ng cch.
Mi dch v ngn hng in t u c cung cp da trn c s khch hng
m ti khon ti ngn hng trong khi a s khch hng cha c thi quen gi
tin vo ti khon. Tm l chung ca c ngi bn ln ngi mua hin nay
Vit Nam vn l thch dng tin mt thanh ton do c th nhn thy, s thy
c. Thu nhp thp cng l mt nguyn nhn dn n tnh trng khch hng
t quan tm n m ti khon cng nh s dng dch v ngn hng in t.
Theo thng k ca Ngn hng Nh nc, ti TP H Ch Minh tnh n thng
11/2002 c khong trn 130.000 khch hng c nhn m ti khon giao dch
thanh ton, tng trn 32.000 ti khon so vi u nm 2002. 3 Tuy nhin so vi
s lng dn c v tnh hnh pht trin x hi chung TP H Ch Minh th s
ti khon c nhn trn cn qu nh.
Ni tm li, c s h tng k thut ngho nn, thiu vn, ngnh ngn hng
km pht trin, h thng php lut cha hon thin, lng khch hng qua
tm v s dng dch v ngn hng in t cha cao, trnh ca i ng cn
b nhn vin ngnh ngn hng ni chung cn nhiu hn ch - l nhng kh
khn chnh ca Vit Nam trn con ng p dng v pht trin e-banking.
Tuy nhin khng v cc kh khn trn m Vit Nam khng nh hng pht
trin e-banking, v nh vy Vit Nam s cng b tt hu v c lp hn.

3 Thi Bo Kinh T Vit Nam s ra ngy 13/11/2002

- 81 -

Chng III: Cc gii php nhm thc y s pht trin ebanking ti Vit Nam

I. Nhm gii php php l

Hin nay mt s ngn hng tin hnh cc giao dch mng, vy c s php l
cho cc giao dch l g ? Nu c tranh chp xy ra lin quan ti cc giao dch
in t th s gii quyt nh th no v c quan no s ng ra lm trng ti ?
Tng Th k kim Ph Ch tch Hi Tin hc Vit Nam, ng Mai Anh, cho rng
thch thc ln nht ca thng mi in t Vit Nam hin nay l cc c quan
qun l cha tht s vo cuc. ng Mai Anh cng hi thc Chnh ph phi
thnh lp mt c quan chuyn trch v thng mi in t, theo m hnh ca
mt s nc lng ging nh Thi Lan, Malaysia, Singapore.
"Nm nay c th ban hnh Php lnh Thng mi in t", ng Nguyn Hu
Anh, Ph ban son tho Php lnh, cho bit nh vy trong bui hi tho v
"Con ng i ti thng mi in t Vit Nam". ng tha nhn tranh chp
lin quan n giao dch in t xy ra by gi s khng c c s php l gii
quyt.
Thc ra, h thng php lut Vit Nam c mt s vn bn php lut cp
nhng vn lin quan n thng mi in t. Nh Lut Thng mi quy nh
th in t c gi tr php l nh vn bn vit, B Lut Hnh s quy nh mt s
ti danh lin quan n vn hnh, khai thc mng my tnh tri php, hay mi
y Chnh ph quyt nh cho ngnh ngn hng s dng chng t in t trong
thanh ton ni b Tuy nhin, cc vn bn trn cn s si, cha to khung kh
php l y v thng mi in t.

- 82 -

Mc d vy khng nn hiu l phi c lut y th mi c thng mi in

t. Ngay nh Thi Lan l nc pht trin hn ta nhiu nhng cng mi ban hnh
lut v giao dch in t 8 thng trc.
Nhn thc c tnh cp thit ca c s php l gii quyt cc tranh chp lin
quan n giao dch in t c th xy ra, u nm 2002, Chnh ph giao cho
B Thng mi lm u mi xy dng d tho Php lnh Thng mi in t.
y s l khung php l c bn cho hnh thc kinh doanh mi ny.
n nay, Ban son tho da ra c d tho th t vi nhng ni dung chnh
sau:
Cng nhn gi tr php l, gi tr chng c ca d liu in t, trong c
ch k in t;
An ninh mng
Hp ng in t v chuyn giao d liu in t
Gii quyt tranh chp lin quan n thng mi in t.
D kin trong qu I/2003, Ban son tho s bo co Chnh ph v tin chun
b vn bn ny, cui nm s trnh U ban Thng v Quc hi v hy vng php
lnh s c ban hnh ngay.
V thng mi in t l hnh thc kinh doanh ton cu nn khung php l ca
Vit Nam cng s phi tng ng vi cc nc khc. U ban v lut thng
mi quc t ca Lin hip quc (UNCITRAL) c b lut mu v thng mi
in t. H khuyn ngh cc nc nn s dng lut mu ny m bo s
tng ng v khung php l gia cc quc gia, pht huy hiu qu ca thng
mi in t cng nh gip gii quyt d dng cc tranh chp, nu c. Khi nghin
cu ban hnh Php lnh Thng mi in t, Ban son tho ca Vit Nam
tham kho khng nhng cc lut mu ny m cn tham kho thm lut ca
- 83 -

nhng nc c truyn thng thng mi in t v gn vi iu kin, hon cnh

Vit Nam nh Hn Quc, Singapore, Philipines V vy, d tho hin nay ca
ta cn mang mu sc lut nhiu nc. Nhng bc tip theo sau khi ban hnh
Php lnh Thng mi in t l Vit Nam v cc nc phi k kt, tham gia
cc iu c cng nhn ln nhau v chun mc php l thng mi in t.
Tuy nhin, Php lnh ny ch l vn bn gc, ban u v thng mi in t. i
vo lnh vc chuyn mn, cc ngnh li phi c vn bn ring. V d nh Ngn
hng Nh nc phi xy dng ngh nh v thanh ton in t, Ban C yu
Chnh ph phi c ngh nh v bo mt, mt m
Mt vn v cng quan trng m cc ngn hng lun phi quan tm khi trin
khai dch v ngn hng in t l bo v b mt thng tin khch hng. Trong
thi gian gn y, mt s ngn hng thng mi ca Vit Nam bt u th
nghim v a vo thc hin cung cp mt s dch v ngn hng thng qua
mng Internet. Cng vi s pht trin nh v bo ca cng ngh thng tin, cng
ngh Internet, s gia tng lng ngi s dng Internet ti Vit Nam th vic cc
ngn hng thng mi chun b v cung cp dch v ngn hng thng qua mng
Internet l mt hng i ng n v tt yu. Qua , ngn hng thng mi
Vit Nam dn tip cn vi cng ngh hot ng ca ngn hng hin i, dch v
ngn hng in t. Thng qua dch v ngn hng in t, khch hng ca ngn
hng c c hi tip cn cc dch v ngn hng mt cch tt hn, tit kim
c thi gian v chi ph. Vn t ra l vi trnh cng ngh, php l hin
hnh ti Vit Nam, mi quan h gia hot ng ngn hng in t vi vic gi
b mt thng tin ca khch hng cn phi c xem xt nh th no.
Gi b mt thng tin tin gi v ti sn gi ca khch hng l ngha v ca ngn
hng thng mi. Theo qui nh ti Ngh nh 70/2000/N-CP ngy 21/11/2000
ca Chnh ph v gi b mt, lu gi v cung cp thng tin lin quan n ti sn
v tin gi ca khch hng th cc t chc tn dng c ngha v gi b mt tin
- 84 -

gi, ti sn gi ca khch hng ti t chc tn dng, bao gm tin gi ng Vit

Nam, ngoi t di cc hnh thc (tin gi khng k hn, c k hn, tit kim,
), ti sn gi ca khch hng nh cc giy t c gi, quyn s hu ti sn theo
qui nh ca php lutcng nh cc thng tin c lin quan n tin gi ca
khch hng bao gm s hiu ti khon, mu ch k ca ch ti khon hoc
ngi c ch ti khon u quyn, cc thng tin v doanh s hot ng v s
d ti khon, cc thng tin lin quan n giao dch gi, rt tin, chuyn tin v
ti sn ca khch hng; ni dung cc vn bn, giy t, ti liu; tn v mu ch
k ca ngi gi tin v ti sn.
Trn c s xc nh cc thng tin v tin gi, ti sn gi ca khch hng m cc
t chc tn dng c trch nhim phi gi b mt, php lut cn c qui nh trnh
t, th tc cht ch trong vic cung cp cc thng tin v tin gi, ti sn gi ca
khch hng. Theo , t chc tn dng ch c cung cp thng tin tin gi, ti
sn gi ca khch hng trong nhng trng hp: Theo yu cu ca khch hng
hoc ngi c khch hng u quyn theo qui nh ca php lut, phc v hot
ng ni b ca t chc nhn tin gi v ti sn gi ca khch hng, theo yu
cu bng vn bn ca Tng Gim c t chc bo him tin gi, theo yu cu
bng vn bn ca cc c quan Nh nc trong qu trnh thanh tra, iu tra, truy
t, xt x, thi hnh n thuc thm quyn theo qui nh ca php lut.
Trong trng hp cung cp thng tin cho c quan Nh nc c thm quyn, vic
cung cp thng tin ch c thc hin khi c vn bn yu cu ca c quan nh
nc c thm quyn cng cc ti liu lin quan trong xc nh r: L do cn
cung cp thng tin, cc thng tin cn cung cp (nu c th loi thng tin v tn
khch hng); thi hn cung cp thng tin; a im cung cp thng tin. Vic
cung cp thng tin tin gi, ti sn gi ca khch hng trong trng hp ny
phi c lp thnh bin bn, trong xc nh r: Thi gian cung cp thng
tin; a im cung cp thng tin; ni dung chi tit cc thng tin cung cp; phm
vi s dng cc thng tin c cung cp; ngi i din cho bn cung cp v bn
- 85 -

c cung cp thng tin; nhng ngi tham gia vo vic cung cp v c cung
cp thng tin, ngi lm chng (nu c).
Lin quan n vic cung cp thng tin tin gi, ti sn gi theo yu cu ca
khch hng, Quyt nh s 1004/2001/Q-NHNN ngy 8/8/2001 ca Ngn
hng Nh nc cho php t chc tn dng qui nh qui trnh cung cp hoc tha
thun vi khch hng phng thc cung cp c th. Thng thng, vic cung
cp thng tin tin gi, ti sn gi cho khch hng c thc hin theo phng
thc giao dch trc tip. nhn thng tin tin gi, ti sn gi, khch hng n
ngn hng yu cu v nhn thng tin trc tip. Phng thc giao dch ny c
u im l thng qua cc bng chng v ch k, chng minh th, c xut
trnh khi giao dch, ngn hng thng mi c th xc nh c chnh xc ngi
yu cu cung cp thng tin tin gi v ti sn gi chnh l khch hng c lin
quan ca mnh hoc ngi c ngi ny u quyn (nu ngh cung cp
thng tin theo u quyn), t thc hin chuyn giao thng tin mt cch chnh
xc.
Trn c s qui nh php lut hin hnh v qui trnh cung cp thng tin tin gi,
ti sn gi ca khch hng hin ang c p dng c th thy rng:
Vic cung cp thng tin tin gi, ti sn gi phi bo m tun theo qui
trnh cht ch, bo m nguyn tc: Cung cp, tip cn, chuyn giao
thng tin chnh xc i tng, ng thm quyn ca bn yu cu cung cp
thng tin.
Vi vic Ngn hng Nh nc m rng, cho php t chc tn dng c
qui nh qui trnh hoc tho thun vi khch hng v qui trnh, phng
thc cung cp thng tin tin gi, ti sn gi, vic cung cp thng tin tin
gi, ti sn gi ca khch hng thng qua mng Internet c tin
php l thc hin.

- 86 -

Vn t ra l, trong iu kin hin nay, khi s lng cc v xm nhp tri

php vo h thng mng Internet ngy cng nhiu, bo mt ca h thng
thng tin lun l vn c tt c cc nc trn th gii quan tm th vic a,
cung cp thng tin thuc danh mc b mt ca khch hng thng qua mng
Internet c thc s bo m an ton ? Liu ngn hng thng mi c quyn n
phng t mnh qui nh theo cho php kt ni, cung cp thng tin tin gi,
ti sn gi ca khch hng qua mng Internet m khng cn s chp thun no
t pha khch hng ? Cc ngn hng c phi tun th theo cc nguyn tc, iu
kin, tiu chun no khi thc hin cung cp dch v ngn hng in t, cung cp
dch v ngn hng thng qua mng Internet ?
lm r cc vn ny i hi phi xc nh c s an ton ca vic cung
cp thng tin thng qua mng Internet, cc tiu chun an ton khi giao dch qua
mng Internet, cc yu cu i vi qui trnh, cch thc giao dch, cung cp
thng tin qua mng Internet theo bo m ng i tng, ng yu cu
tng t cch thc giao dch trc tip, truyn thng v yu cu ca php lut.
Trong hot ng giao dch ngn hng in t, vn m bo an ton, b mt
thng tin ni chung, thng tin tin gi ni ring l mt trong nhng vn mang
tnh then cht. Thc t cho thy, khng t trng hp h thng mng thng tin
ca h thng ngn hng b xm nhp v ti sn, thng tin ca khch hng ti
ngn hng b lm dng gy thit hi khng nh cho ngn hng v khch hng
ca ngn hng. Mt v d c th l ngy 18/2, hai cng ty th ln nht th gii l
Visa v Mastercard cho bit, mt tay hacker truy cp c vo hn 5 triu ti
khon tn dng ca khch hng s dng th Visa v Mastercard ti M, trong
hn 2 triu ti khon khch hng b xm nhp l ca Mastercard v hn 3 triu
l ca Visa. Nu s th tn dng v m s ca khch hng b hacker bit c
th ti khon ca h c th s b chng s dng mt cch bt hp php. Tuy
nhin c Visa v Mastercard u khng c iu khon bo v quyn li ca
khch hng trong trng hp nh th ny, do nhng khch hng ny ang
- 87 -

phi i ph vi nguy c mt tin rt cao. Pht ngn vin ca Mastercard cho

bit cng ty ny s tin hnh i th cho khch hng mc d iu ny c ngha
l Mastercard s phi b ra chi ph kh ln. Mt v d na l mi y nht ti
Vit Nam, Website ca Vietcombank b tn cng v tm dng cung cp dch v
trong 1 ngy. iu ny cho thy s cp thit v bo m an ton, bo mt h
thng thng tin.
Vi thc trng ny, cc ngn hng khi thc hin kt ni, giao dch ngn hng
qua mng Internet phi c s chun b k lng, c bin php, chnh sch r
rng v chin lc bo m an ton, b mt thng tin, bo m an ton mng
thng tin. Mt h thng thng tin bo m an ton, bo mt thng tin phi p
ng c nguyn tc cn bn l: m bo tnh tin cy - Thng tin khng b truy
cp tri php bi nhng ngi khng c thm quyn; m bo tnh nguyn vn
- Thng tin khng th b sa i, lm gi bi nhng ngi khng c thm
quyn; m bo tnh sn sng - Thng tin lun sn sng p ng nhu cu ca
ngi c thm quyn; m bo khng th t chi - Thng tin phi bo m
c cam kt v mt php lut bi ngi cung cp.
Theo nhng nghin cu gn y v bo mt thng tin th c nhiu nguyn nhn
khc nhau dn n khng an ton mng thng tin. Cc nguyn nhn bao gm:
Thng tin, d liu b tip cn, xm nhp trn ng truyn Internet; s thiu cn
trng ca cc nhn vin ngn hng trong vic thc thi chnh sch bo mt; s
thiu cn trng ca khch hng giao dch; h thng thit b thiu an ton; li
phn mmNh vy, bo m nhng nguyn tc, yu cu v bo mt, m
bo an ton thng tin, mng thng tin i hi cc ngn hng phi c chnh sch
bo mt khoa hc, thng nht v phi c thc hin ng b v trn tt c cc
kha cnh: bo mt trong mng cc b ca ngn hng, qun tr mng Internet,
nng cao cng ngh, thit b bo mt (thng qua s dng tng la (firewall)
bng phn mm, phn cng), nng cao hiu bit, trch nhim ca nhn vin
trong vic thc hin chnh sch bo mt, kim tra, khc phc cc li phn mm,
- 88 -

m ho thng tin Bn cnh , qui trnh thit lp giao dch ngn hng in t:
Cp tn giao dch v m s, sa i tn giao dch v m s, phng thc truyn,
chuyn giao, gi thng tin, lin quan n tn giao dch v m s ng vai tr rt
quan trng trong bo mt thng tin, giao dch ngn hng in t.
Trn thc t hin nay, dch v ngn hng trn mng Internet c thc hin theo
phng thc tng t nh phng thc giao dch trn mng Internet thng
thng. l, vic bo mt v xc thc giao dch trn mng Internet c thc
hin thng qua tn giao dch (User name) v m s (Password). Khi khch hng
c thit lp giao dch ngn hng in t vi ngn hng th s c ngn hng
cp cho tn giao dch v m s thc hin giao dch v c t mnh thay i
m s m bo an ton. Vic kim tra, xc thc khch hng khi giao dch
ngn hng in t c thc hin thng qua vic kim tra, xc thc tn giao
dch v m s ca khch hng tng t nh giao dch vi cc nh cung cp dch
v Internet. Phng thc giao dch ny c li th l tn dng c c s cng
ngh hin hnh, khng i hi khch hng phi nng cp, b sung thm thit b
bo mt v hn na to c s quen thuc i vi nhng ngi ang s dng
dch v Internet hin nay.
im bt li ln nht ca phng thc giao dch ny l kh nng b gi mo v
tn giao dch v m s tng i cao. Tn giao dch v m s khi c truyn i
trn mng Internet c th b tip cn, xm nhp v k gi mo c th s dng
thng tin ny tip cn cc dch v ngn hng in t, thng tin tin gi, ti
sn gi ti ngn hng. Hin ti, cc Website ca ngn hng u s dng vic m
ho thng tin theo chun SSL (Secure Socket Layer) khc phc kh nng
xm nhp thng tin trn ng truyn.
Tn giao dch v m s cn c th b tit l do s thiu an ton trong qu trnh
cp, sa i, chuyn giao tn giao dch v m s, c bit trong cc giao dch t
xa. Vic thit lp giao dch ngn hng qua mng Internet - yu cu cp tn giao
- 89 -

dch v m s (ban u) c th thc hin theo hai phng thc: giao dch trc
tip v giao dch t xa (giao dch qua mng Internet hoc giao dch qua in
thoi).
a) Phng thc giao dch trc tip
Vi phng thc giao dch trc tip, thng qua vic khch hng trc tip n
ngn hng, ngn hng c th kim tra chng minh th, ch k, giy u quyn
(trong trng hp giao dch c u quyn), t ngn hng c th xc nh
c thm quyn ca ngi ang giao dch, t bo m chc chn vic giao
dch, chuyn giao thng tin, d liu - trong trng hp ngh thit lp giao
dch ngn hng in t l tn giao dch v m s (ban u) - c chnh xc,
ng i tng, ng thm quyn.
b) Phng thc giao dch t xa qua mng Internet
Trong trng hp khch hng thc hin ngh thit lp giao dch ngn hng
in t thng qua mng Internet, ngn hng s c mt s kh khn trong vic
kim tra, xc thc khch hng do thiu cc phng tin truyn thng nh ch
k, chng minh th,(c bit trong iu kin hin nay, Vit Nam cha p
dng ch k in t). Trong trng hp ny, thng thng cc ngn hng xc
nh khch hng thng qua vic yu cu khch hng in y vo mu (form)
ngh giao dch ngn hng in t v gi n ngn hng, trong mu ny c
nhng thng tin m ch khch hng v ngn hng mi c th bit (thng thng
l m s b mt).
Tham chiu trng hp c th
Cc thng tin Vietcombank yu cu khch hng in vo mu (form) ngh
thit lp giao dch ngn hng in t gm: Tn ngi m ti khon, s, ngy
chng minh th, a ch, s in thoi, s ti khon, loi ti khon, a ch email,
- 90 -

s Zip. im ng lu l: Trong s cc thng tin ny th cc thng tin nh tn

ngi m ti khon, s, ngy chng minh th, a ch, s in thoi, s ti
khon, loi ti khon, a ch email u l cc thng tin cng khai v hu nh
i tc ca khch hng u c th bit thng qua cc ln giao dch vi khch
hng. Ch c thng tin v m s Zip th dng nh ch c ngn hng v khch
hng bit nn khng c qui nh buc ngn hng v khch hng c trch nhim
gi b mt m s Zip ny. Mt khc, m s ny khng ch s dng cho khch
hng trong giao dch m ti khon tin gi, giao dch m cn s dng trong c
cc mu giao dch lin quan n tin gi tit kim. Nh vy, kh nng b l m
s Zip ny kh cao (cha k n kh nng thng tin b tip cn trn ng
truyn).
Nh vy, kh nng b gi mo trong vic ngh thit lp giao dch ngn hng
in t trong trng hp giao dch qua mng Internet l kh cao n cc thng
tin cc ngn hng s dng xc nh khch hng khng m bo tnh ring
bit, khng c bo mt mt cch y .
Sau khi c ngn hng chp nhn ngh thit lp giao dch ngn hng in t,
ngn hng s gi thng bo cho khch hng trong cung cp cho khch hng
tn giao dch v m s (ban u) giao dch v khch hng c khuyn ngh
thay i m s m bo an ton. Vic cp tn giao dch v m s (ban u) c
th thc thin thng qua phng php gi th giy, song hin nay thun tin
mt s ngn hng thng cung cp thng tin ny bng chuyn th in t
(email).
Trong trng hp ca Vietcombank, vic cp tn giao dch v m s (ban u)
c thc hin bng vic gi email ti a ch th in t c in trong
mu ngh gi ti ngn hng. Vic chuyn thng tin tn giao dch v m s
giao dch bng email l khng bo m an ton do kh nng b xm nhp, c
trm email l kh cao. Theo cc chuyn gia v mng Internet th thng tin gi
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thng qua email thng khng bo m an ton v mt bo mt v d dng b

thm nhp, tip cn thng tin trn ng truyn hoc bi nh qun tr mng
Internet.
Lin quan n vic sa cha, thay i, cung cp li tn giao dch v m s
(trong trng hp qun m s), to thun li cho khch hng, cc ngn hng
cng cho php thc hin yu cu thng qua mng Internet. Qui trnh yu cu,
kim tra, xc thc yu cu t khch hng v cung cp cc sa i cng tng t
nh qui trnh thit lp giao dch qua mng Internet trnh by trn y. Sau khi
c tn giao dch v m s, khch hng c th thit lp giao dch v tip cn cc
thng tin lin quan n tin gi, ti sn gi ti ngn hng.
Qua vic xem xt qui trnh thit lp, giao dch ngn hng in t trn y c th
thy rng vic kim tra, xc thc khch hng l mt khu rt quan trng m
bo thit lp giao dch ng i tng. Bn cnh , vic thit lp phng thc
cung cp, chuyn giao thng tin giao dch (tn giao dch, m s) mt cch thn
trng l rt cn thit bo m s an ton, tun th theo yu cu bo mt thng
tin tin gi ca khch hng theo lut nh.
m bo thit lp giao dch ng i tng, trnh s gi mo trong ngh
thit lp giao dch ngn hng in t, trnh vic cp tn giao dch, m s giao
dch sai i tng, trnh vic tip cn, xm nhp, tit l tn giao dch, m s
giao dch trong qu trnh truyn tin, cc ngn hng cn phi:
1. Xc nh chnh xc thng tin, d liu m khch hng phi in vo mu
(form) gi cho ngn hng, bo m thng qua cc thng tin c th xc
nh chnh xc c khch hng ca mnh. Trong trng hp s dng m
s b mt (nh m Zip m Vietcombank p dng) nhn bit khch hng
th cn xc nh r trch nhim gi b mt thng tin v m s b mt ny
ca c khch hng v nhn vin ngn hng.

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2. La chn hnh thc chuyn giao thng tin v tn giao dch v m s giao
dch sao cho thch hp, bo m an ton (nh bng ng th thng
hoc ch gi th thng bo tn giao dch v khch hng s lin h li vi
ngn hng bng in thoi c cung cp m s giao dch). Vic s
dng th in t ch c thc hin khi th in t c m ho, bo
mt, bo m an ton, khng b tip cn, c trm trong qu trnh chuyn
tin.
3. Bn cnh , giao dch ngn hng in t l loi hnh hot ng tng i
mi, c tim n nhiu ri ro. Vic kt ni, giao dch, cung cp thng tin
khch hng thng qua mng Internet cng t khch hng vo ri ro v
vic thng tin c nhn c th b tit l do s xm nhp tri php. Do vy,
cn c thng bo trc cho khch hng bo m:
Khch hng hiu r cc ri ro c th pht sinh v thc hin cc bin
php bo mt thch hp. Khch hng phi hp cng ngn hng bo
m thc hin chnh sch an ton thng tin trn mng.
Chp thun, cho php kt ni, giao dch, chuyn giao thng tin qua
mng Internet, bo m s an ton, b mt thng tin c nhn ca khch
hng.
Hot ng ngn hng in t c nhiu u th, vic thit lp v cung cp dch
v ngn hng thng qua mng Internet s l tt yu trong thi gian ti. Thng
qua , cc ngn hng c th a dng ho hot ng ca mnh, nng cao cnh
tranh, gim gi thnh trong hot ng ngn hng v cc khch hng ca ngn
hng mnh cng c hng nhng li ch t s hin i ho trong giao dch
ngn hng mang li. Tuy nhin, cc vn mang tnh k thut, php l, cc
ri ro trong hot ng ny cn phi c cc ngn hng nghin cu k lng
bo m an ton khng ch cho ngn hng m cn cho c khch hng ca
ngn hng. bo m an ton thng tin trong hot ng ngn hng in t,
bo m gi b mt thng tin tin gi ngn hng khi thc hin giao dch qua
mng Internet, cc ngn hng cn c chin lc, chnh sch thng nht v
- 93 -

vic bo mt thng tin. Bin php bo mt phi c p dng mt cch ng

b, kt hp c v k thut, cng ngh bo mt n vic o to nng cao hiu
bit, trch nhim ca nhn vin trong vic bo m b mt, an ton h thng.
ng thi, cn kim tra, xy dng qui trnh cht ch trong vic thit lp,
cung cp giao dch ngn hng in t gia ngn hng v khch hng, bo
m tun th ng n cc qui nh, yu cu php l i vi giao dch ngn
hng in t.
Hin ti, hot ng ngn hng in t Vit Nam mi ch c gii thiu
bng cc giao dch lin quan n cung cp s liu, vn tin ti khon, nhng
trong tng lai c th cc ngn hng s thit lp cc giao dch ti khon nh
chuyn tin, thanh tonDo vy, trnh ri ro, bo m s thng nht,
bnh ng gia cc ch th cn c khung php l thng nht iu chnh
hot ng ny. V nguyn tc, c th trao quyn cc ngn hng ch ng
qui nh, tho thun vi khch hng v cc phng thc, cch thc giao dch
ngn hng in t, song lut php cng cn c qui nh khung mang tnh
nguyn tc theo a ra cc chun mc v xc thc giao dch, khch hng,
chun mc an ton h thng
ng dng cng ngh thc hin giao dch in t hin vn c th lm c,
nhng kh khn l thiu nhng bin php x l ri ro nu c. V d nh gi
s do mng b virus xo d liu giao dch th tranh chp gia khch hng, ngn
hng c x l th no ? Mt l do khc l vic ng dng ny cng i hi c
s h tng vin thng, cng ngh thng tin cng cn c nhng pht trin song
song. Bng khng, vic ng dng cng ngh tin tin trong lnh vc ngn hng
s cn nhiu tr ngi.

II. Nhm gii php c s vt cht k thut

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Kh khn u tin v hu nh ngn hng trong nc no cng gp phi trong

chin lc thc y s pht trin ca e-banking Vit Nam l s hn ch v
vn. Ch so vi cc ngn hng trong khu vc, s vn m cc ngn hng vo loi
ln trong nc c cn rt nh b, iu ny cng nh hng khng nh n s
pht trin e-banking Vit Nam v e-banking l dch v hin i, n gn lin vi
cng ngh v phi c mt c s h tng ph hp th mi c th trin khai c.
khc phc hn ch ny, mt s ngn hng thng mi Vit Nam nh Ngn
hng TMCP Phng ng, Ngn hng TMCP Phng Nam, Ngn hng TMCP
ng , Ngn hng TMCP Si gn Cng Thng ngh ln Ngn hng
Nh nc c thnh lp Cng ty c phn th.
Mi y, Ngn hng Nh nc chp thun cho cc ngn hng thng mi
Vit Nam c php gp vn thnh lp Cng ty c phn th. Cc ngn hng ny
phi c tnh hnh ti chnh lnh mnh, c iu kin theo quy nh hin hnh
v vic pht hnh, s dng v thanh ton th.
Cc chi nhnh ngn hng nc ngoi, lin doanh ti Vit Nam cng c tham
gia gp vn vo Cng ty c phn th vi t cch thnh vin. Tuy nhin, loi
hnh ny cha c quy nh trong Lut cc t chc tn dng. V vy, Ngn
hng Nh nc s phi xem xt trnh Chnh ph cho php thc hin th im.
Hin nay, Ban tr b thnh lp "Cng ty c phn Th tn dng v Dch v ngn
hng" (Cng ty CPTTD-DVNH) chnh thc trnh Ngn hng Nh nc d n
thnh lp cng ty. Theo d n ny, s c 8 ngn hng thng mi c phn v 1
cng ty ti chnh gp vn thnh lp Cng ty CPTTD-DVNH. Cc lnh vc kinh
doanh chnh ca cng ty l pht hnh th tn dng ni a, th tn dng quc t,
trang thit b cc my rt tin t ng v cc dch v khc phc v cho cc
thnh vin cng nh cc ngn hng khng phi l thnh vin ca cng ty. Vn
iu l d kin ca cng ty s l 2 triu USD, s vn gp ca mi thnh vin l
ngang nhau.
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Vic thnh lp Cng ty CPTTD-DVNH s cho php cc t chc tn dng thnh

vin khc phc c hn ch v vn. Theo , cc ngn hng s s dng chung
mt gii php cng ngh, xy dng gii php tin hc ngn hng bn l trin khai
ti cc ngn hng. Trn c s xy dng chung h thng th, thanh ton lin
ngn hng, thng mi in t s dng cho cc ngn hng thnh vin trong cng
ty. Mt khc, h thng ny cng cho php mi ngn hng c cc chng trnh
pht trin th v marketing ring. Cc ngn hng h thng lin ngn hng ni b
t ng, tng cng dch v thanh ton, chuyn tin nhanh, gim ph thanh ton,
ti u v thanh ton cho mi ngn hng, mi chi nhnh, bn cho cc sn phm
ca nhau thng qua cc hnh thc i l khuyn mi ring thu ht khch
hng, nng cao hot ng th ca mnh.

III. Nhm gii php o to ngun nhn lc

Mt trong nhng ro cn tng i ln trong tin trnh hi nhp ca cc ngn
hng thng mi v lnh vc dch v l ngn ng (ting Anh). Ting Anh l
ngn ng chnh ca cng ngh thng tin v thng mi in t. Tt c cc phn
mm v giao dch thng mi in t c v s pht trin sau ny u dng
ting Anh v n s gn lin vi mi dch v m cc ngn hng thng mi cung
cp cho khch hng trong tin trnh hi nhp. Trong khi , s lng cn b bit
ting Anh v mt s ngn ng ch yu khc ( mc nghin cu v t lm
vic) trong cc ngn hng thng mi v k c ngn hng nh nc ch tp trung
ch yu vo mt b phn rt nh chuyn cng tc i ngoi, cn li hu nh
phi nh n "phin dch". R rng y l mt ro cn khng phi nh nu cc
ngn hng thng mi mun m rng lnh vc nghin cu, m rng th trng,
hay th nghim v ng dng cc sn phm mi ca cc nc c nn kinh t th
trng pht trin va hot ng ca ngn hng mnh th chc chn s gp khng
t kh khn, nht l trong iu kin cc sn phm dch v kt tinh ngy mt
nhiu hn yu t ca nn kinh t tr thc.
- 96 -

Cng ngh thng tin tuy c cc Ngn hng ch trng u t nhng so vi

nhu cu hi nhp th vn cha p ng c. Mt khc, nhiu ngn hng mong
mun m rng u t nhng li b hn ch v ngun vn hoc cha o to kp
thi nhng chuyn vin c trnh s dng thnh tho cng ngh ny. iu ny
i hi cc ngn hng thng mi trong nc cn phi n lc hn na v phi
c chin lc o to nhn lc c th, ph hp. Cc ngn hng nn tin hnh
o to i ng nhn vin di nhiu hnh thc t hiu qu. C th c cc
nhn vin u t ra nc ngoi d cc kho o to chuyn mn, hc hi cng
ngh mi nhng nhn vin ny tr thnh nhng "ht ging" v truyn li kin
thc v kinh nghim c c cho cc nhn vin trong nc. i vi nhng kin
thc c bn h tr cho cng vic nh ting Anh hay kin thc v Internet, cc
ngn hng c th mi cc gio vin nc ngoi hoc cc chuyn gia gii trong
nc v o to ti ch...Ngoi ra, ngn hng cng nn khuyn khch hnh thc
t hc qua ti liu, phn mm o to v hnh thc ny khng i hi chi ph tn
km m li hiu qu.

IV. Nhm gii php tng cng hp tc quc t

Chng ta c li th l ngi i sau nn cn phi bit tn dng c hi "i tt,
n u" nhm bt kp vi s pht trin chung ca cc nc trong khu vc v
trn th gii. lm c iu ny, chng ta cn tng cng hp tc vi cc t
chc ngn hng, tn dng nc ngoi hc hi kinh nghim. Chnh ph ta lun
ch to iu kin v mi trng thun li cho cc t chc ti chnh ngn hng
nc ngoi vo u t ti Vit Nam. Chnh iu ny s to nn mi trng cnh
tranh tch cc nhm a ra cc sn phm, dch v mi hin i thu ht khch
hng. Khng nhng th, cc t chc ngn hng nc ngoi cn thng xuyn
hp tc vi Ngn hng Nh nc Vit Nam m cc kho o to ngn hn cho
i ng cn b ch cht ca cc ngn hng trong nc trao i kinh nghim
v chuyn giao cng ngh.
- 97 -

Ngoi ra, cc cuc hi tho quc t c t chc nh k nh hi tho Banking

Vietnam vi s gp mt ca cc ngn hng v cc cng ty ln trn th gii v
lnh vc cng ngh thng tin, ti chnh, bo him cng to c hi tt cc
ngn hng trong nc tip cn vi nhng cng ngh hin i v tm ra i tc
thch hp pht trin cc loi dch v ngn hng.
Vo hai ngy mng 8 v 9/5/2003 sp ti, cuc hi tho Banking Vietnam 2003
ln th 2 do IDG World Expo t chc s din ra ti khch sn Melia vi hn
1.000 i biu tham gia. y l cuc hi tho ln nht v ngn hng din ra
hng nm, ch nm nay l "H thng thanh ton v m rng cc dch v ti
chnh ngn hng cho nn kinh t ang pht trin Vit Nam"
Hi tho ln ny s c s tham gia ca B Ti chnh, cc ngn hng thng mi
(Ngn hng Ngoi thng Vit Nam, Ngn hng Cng thng Vit Nam, Ngn
hng u t v Pht trin Vit Nam, Ngn hng Nng nghip v Pht trin nng
thn Vit Nam), cc Cng ty Bo him v cc cng ty Cng ngh Thng tin.
Hi tho s tp trung vo cc vn lin quan n hin i ho cng ngh ngn
hng, pht trin h thng thanh ton in t, s dng e-signature (phn mm k
tn in t) nh mt cng c php l c s trong vic pht trin h thng thanh
ton bng in t, ti u ho h thng phn mm qun l quan h khch hng
(CRM) v xy dng h tng cho hot ng ngn hng in t, nhng yu t
quan trng trong vic pht trin dch v th/h thng ATM. Ngoi ra, 25 gian
hng s trng by nhng cng ngh v dch v mi ca mt s hng Cng ngh
thng tin ln nh Intel, HP, IBM, Getronics Ti hi tho ln ny, nhiu din
gi ni ting trong nc cng nh nc ngoi s trnh by mi kha cnh ca
ngnh ngn hng th gii nhm a n cc i biu thng tin cp nht v tnh
hnh pht trin ngn hng in t trn th gii v nhng vin cnh cng nh
nhng la chn h m cho ngnh ngn hng ti Vit Nam.
- 98 -

V. Nhm gii php nng cao nhn thc x hi

pht trin thng mi in t ni chung v e-banking ni ring, chng ta cn
cn quan tm n vic nng cao trnh nhn thc ca qun chng nhn dn v
c bit l cc doanh nghip v vn ny. Qu tht, thng mi in t Vit
Nam cn vp phi nhiu kh khn khc nm ngoi phm vi kinh t v k thut.
Vi mt nc m 80% dn s l nng dn, mc sng, iu kin tip cn thng
tin v cng ngh mi cha cao th ph cp cng ngh thng tin cng cn l bi
ton nan gii ch cha ni n thng mi in t. Thu nhp bnh qun u
ngi thp dn n sc mua yu l l ng nhin. Trong mt thp k qua, s
lng my tnh s dng cng nh s lng ngi truy cp Internet tng ln ng
k, nhng hin cng mi ch c vi trm doanh nghip c website ring
qung b cho n v, sn phm, dch v ca mnh.
Kt qu ca mt cuc thng k mi y cho thy, ch 3% trong s khong
90.000 doanh nghip Vit Nam trin khai thng mi in t, 7% bt u
tip cn, cn li cha quan tm, khng hiu thng mi in t l g. y ang
l thc trng ca Thng mi in t Vit Nam. Do , ngoi vic xy dng
khun kh php l, vic tuyn truyn v cc li ch m thng mi in t mang
li, c bit khi hi nhp quc t, cng rt quan trng. Tuy nhin cn trnh pht
trin thng mi in t theo kiu phong tro, "u voi ui chut" trnh
lng ph. Cn c mi trng thun li khi khung kh php l c ban hnh,
c iu kin k thut cn thit l doanh nghip c th khai thc thng mi
in t c ngay, khng mt thi gian tip cn na.

- 99 -

KT LUN
Dch v ngn hng in t Vit Nam mi ang trong giai on u ca s pht
trin. Trc mt cn rt nhiu kh khn, thch thc cn phi vt qua, song vic
pht trin dch v ngn hng mi m ny l hng i ng n ca cc ngn
hng Vit Nam. Khng nhng n gp phn y mnh s nghip cng nghip
ho, hin i ho ngnh ngn hng m cn gip Vit Nam tng bc vng chc
chun b cho tin trnh hi nhp vo nn kinh t ca khu vc v th gii. Ngay
t by gi chng ta cn phi xem xt ra chin lc v l trnh ph hp
trin khai thnh cng dch v ngn hng in t ti Vit Nam. C nh th, cc
ngn hng Vit Nam mi khng mt th phn trn chnh th trng ni a.
Mc d ht sc c gng nhng do ti cn kh mi, cha c nhiu ti liu
tham kho v thi gian hn ch nn chc chn khng trnh khi nhng thiu
st. Ti rt mong nhn c kin nhn xt, ng gp ca cc thy c gio v
bn c nhng bi vit sau v ti ny hon thin hn. Ti xin chn thnh
cm n.

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TI LIU THAM KHO

Tp ch Ngn hng s 1+2 v 3 nm 2003

Tp ch Ngn hng s Chuyn 2003 v Ngn hng Ngoi thng Vit

Nam

Bo Thi Bo Ngn hng s 26 ra ngy 28/3/2003

Bo Thi Bo Kinh t s ra ngy 13/11/2002

Ti liu "ANZ Vit Nam - Dch v Ngn hng in t"- 2002

Ti liu "ANZLink - Control of your banking from your office"- 2000

Thng tin t trang web ca Ngn hng Th gii ti Vit Nam :

http://www.worldbank.org.vn

Thng tin t trang web ca C quan Kim sot Tin t Hoa k :

http://www.occ.treas.gov

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