4564

B GIO DC V O TO TRNG I HC KINH T THNH PH H CH MINH
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LU THANH THO
PHT TRIN DCH V NGN HNG IN T TI NGN HNG THNG MI C PHN CHU
Chuyn ngnh : KINH T - TI CHNH NGN HNG M s : 60.31.12
LUN VN THC S KINH T
Ngi hng dn khoa hc:
TS. UNG TH MINH L
TP.H CH MINH Nm 2008
LI CAM OAN
- Ti xin cam oan lun vn thc s kinh t: Pht trin dch v Ngn hng in t ti Ngn hng thng mi c phn Chu l kt qu ca qu trnh hc tp, nghin cu khoa hc c lp, nghim tc. - Cc s liu trong lun vn l trung thc, c ngun gc r rng, c trch dn v c tnh k tha, pht trin t cc ti liu, tp ch, cc cng trnh nghin cu c cng b, cc website,... - Cc gii php nu trong lun vn c rt ra t nhng c s l lun v qu trnh nghin cu thc tin.
Tp.HCM, thng 10 nm 2008 Tc gi
MC LC
Trang ph ba Li cam oan Mc lc Danh mc cc ch vit tt Danh mc bng, biu Li m u CHNG 1: TNG QUAN V NGN HNG IN T 1.1. Khi nim ................................................................................................................. ..1 1.1.1. Thng mi in t .................................................................................................... 1 1.1.2. Dch v Ngn hng in t ....................................................................................... 2 1.2. S pht trin ca dch v Ngn hng in t ............................................... 3 1.2.1. Cc giai on pht trin ca Ngn hng in t ............................................... ..3 1.2.2. S pht trin ca dch v Ngn hng in t ti cc NHTM Vit Nam ....... 4 1.3. Tnh tt yu phi pht trin dch v Ngn hng in t ti Ngn hng thng mi Vit Nam ................................................................................................ 5 1.3.1. Vai tr ca Ngn hng in t trong xu th hi nhp ........................................ 5 1.3.2. Mt s dch v Ngn hng in t ti Vit Nam ................................................ 7 1.3.3. Tnh u vit ca dch v Ngn hng in t ...................................................... 12 1.4. iu kin pht trin dch v Ngn hng in t ...................................... 14 1.4.1. iu kin php l ...................................................................................................... 14 1.4.2. iu kin cng ngh ................................................................................................ 15 1.4.3. iu kin v con ngi............................................................................................ 17 1.5. S pht trin dch v Ngn hng in t ca cc nc trn th gii ..... 18
1.5.1. Tnh hnh pht trin dch v Ngn hng in t cc nc trong khu vc v trn th gii .......................................................................................................... 18 1.5.2. Cc dch v Ngn hng in t trong khu vc v trn th gii .................... 19 Kt lun chng 1 ................................................................................................................ 21 CHNG 2: TNH HNH PHT TRIN DCH V NGN HNG IN T TI NGN HNG THNG MI C PHN CHU 2.1. Gii thiu Ngn hng thng mi c phn Chu .................................... 22 2.1.1. Thng tin tng quan ................................................................................................. 22 2.1.2. Tnh hnh hot ng ca ACB t nm 1993 n 2007 ................................... 26 2.2. Tnh hnh pht trin dch v Ngn hng in t ti ACB .......................... 29 2.2.1. Gii thiu phng Ngn hng in t ca ACB.................................................. 29 2.2.2. H thng Ngn hng in t ti ACB .................................................................. 29 2.2.3. Cc dch v Ngn hng in t c trin khai ti ACB ............................... 35 2.2.4. Cnh tranh gia ACB v cc Ngn hng TMCP trong vic cung cp dch v Ngn hng in t.................................................................................................. 42 2.2.5. Kt qu kinh doanh t Ngn hng in t trong thi gian qua ..................... 45 2.3. Nhng thun li v kh khn khi pht trin dch v Ngn hng in t ti ACB.......................................................................................................................... 47 2.3.1. i vi Ngn hng ................................................................................................... .47 2.3.2. i vi khch hng................................................................................................... 50 2.4. Nhng thnh cng v hn ch ca ACB trong vic pht trin dch v Ngn hng in t ..................................................................................................... 52
2.4.1. V mt qun l ........................................................................................................... 52 2.4.2. V mt cung ng dch v Ngn hng in t ................................................... 54 Kt lun chng 2 ................................................................................................................. 61 CHNG 3: MT S GII PHP GP PHN PHT TRIN DCH V NGN HNG IN T TI NGN HNG TMCP CHU 3.1. nh hng pht trin cng ngh thng tin Ngn hng n nm 2020 ... 62 3.1.1. V mc tiu................................................................................................................. 63 3.1.2. V nh hng ........................................................................................................... 64 3.1.3. V nhim v trng tm n nm 2020................................................................. 64 3.2. Thi c v thch thc i vi ACB trong vic pht trin dch v Ngn hng in t trong thi gian sp ti .................................................................... 66 3.2.1. Thi c ......................................................................................................................... 68 3.2.2. Thch thc .................................................................................................................. 69 3.3. Cc gii php pht trin dch v Ngn hng in t ti ACB .................... 70 3.3.1. y mnh vic qung b sn phm ...................................................................... 70 3.3.2. Pht trin h tng c s v u t cc cng ngh hin i ............................. 72 3.3.3. a dng ha, pht trin cc dch v Ngn hng in t.................................. 73 3.3.4. Pht trin ngun nhn lc ....................................................................................... 75 3.3.5. Nng cao cht lng dch v khch hng ........................................................... 78 3.4. Mt s kin ngh i vi Chnh ph v c quan qun l............................... 79 Kt lun chng 3 ................................................................................................................. 81 Kt lun Ti liu tham kho Ph lc
DANH MC CC CH VIT TT
ACB ATM BIDV CA CMND CNTT EAB LAN NH NHTM SCB TCBS TK TMCP TMT VCB VIP VPN WAN WTO Ngn hng thng mi c phn Chu My rt tin t ng Ngn hng u t v pht trin Vit Nam Chng ch s Chng minh nhn dn Cng ngh thng tin Ngn hng thng mi c phn ng Mng cc b Ngn hng Ngn hng thng mi Ngn hng thng mi c phn Si Gn Thng Tn Gii php Ngn hng ton din Ti khon Thng mi c phn Thng mi in t Ngn hng Ngoi thng Vit Nam Khch hng thn thit Mng ring o Mng din rng T chc thng mi th gii
DANH MC BNG, BIU

Bng 2.1 Bng 2.2 Qu trnh tng vn iu l ti ACB t 1993 n 2007 So snh cc tin ch ca sn phm Ngn hng in t ca ACB v cc Ngn hng TMCP Kt qu kinh doanh t dch v Home-Banking v Mobile-Banking t nm 2004 n thng 6 nm 2008 Tng ti sn ca ACB trong giai on 2003-2007 Vn huy ng ca ACB trong giai on 2003 2007 D n cho vay ca ACB trong giai on 2003 2007 Li nhun trc thu ca ACB trong giai on 2003 2007 Gii tnh tui Thi gian giao dch vi ACB Ngh nghip Loi hnh cng ty ang lm vic Dch v ang s dng Ngun nhn bit thng tin Tin ch s dng Tn sut s dng mi thng L do s dng dch v L do cha s dng dch v
Bng 2.3 Biu 2.1 Biu 2.2 Biu 2.3 Biu 2.4 Biu 2.5 Biu 2.6 Biu 2.7 Biu 2.8 Biu 2.9 Biu 2.10 Biu 2.11 Biu 2.12 Biu 2.13 Biu 2.14 Biu 2.15
LI M U
1. S cn thit ca ti S pht trin nh v bo ca khoa hc cng ngh, c bit l ngnh cng ngh thng tin, tc ng n mi mt hot ng ca i sng, kinh t-x hi, lm thay i nhn thc v phng php sn xut kinh doanh ca nhiu lnh vc, nhiu ngnh kinh t khc nhau, trong c lnh vc Ngn hng. Nhng khi nim v Ngn hng in t, giao dch trc tuyn, thanh ton trn mng,... bt u tr thnh xu th pht trin v cnh tranh ca cc Ngn hng thng mi Vit Nam. Pht trin cc dch v Ngn hng da trn nn tng cng ngh thng tin - Ngn hng in t- l xu hng tt yu, mang tnh khch quan, trong thi i hi nhp kinh t quc t. Li ch em li ca Ngn hng in t l rt ln cho khch hng, Ngn hng v cho nn kinh t, nh nhng tin ch, s nhanh chng, chnh xc ca cc giao dch. V vy, tn ti v pht trin, Ngn hng thng mi c phn Chu ang phn u, n lc ht mnh bt kp tin trnh hin i ha Ngn hng, khng nhng hon thin nhng nghip v truyn thng, m cn tp trung pht trin cc ng dng Ngn hng hin i trong ch trng dch v Ngn hng in t, p ng yu cu nng cao nng lc cnh tranh, hi nhp v pht trin. Song, thc tin pht trin dch v Ngn hng in t ca Ngn hng thng mi c phn Chu cng cho thy cn nhng kh khn, hn ch. Vic tm ra cc bin php nhm trin khai, pht trin thnh cng dch v Ngn hng in t cng nh gip Ngn hng thng mi c phn Chu khng nh v th, thng hiu ca mnh vn l vn v ang c t ra kh bc thit.
Xut pht t l do nu trn, tc gi la chn nghin cu ti: Pht trin dch v Ngn hng in t ti Ngn hng thng mi c phn Chu lm ti Lun vn Thc s kinh t. 2. Mc tiu nghin cu: phn tch thc trng, nhng thun li, thnh cng cng nh nhng kh khn, hn ch trong vic pht trin dch v Ngn hng in t ti ACB v t xut cc gii php pht trin dch v Ngn hng in t ti ACB trong thi gian ti. 3. Phm vi nghin cu: - Khng gian: ti Ngn hng thng mi c phn Chu - Thi gian: trong khong thi gian 2003 2007 - Ni dung: nhng sn phm Ngn hng in t thuc Khi Khch hng c nhn ca ACB 4. Phng php nghin cu: hon thnh mc tiu nghin cu t ra, lun vn s dng cc phng php nghin cu: thng k, phn tch, so snh, tng hp, thm d, kho st thc t. 5. Kt cu ca lun vn: Ngoi phn m u, kt lun, ph lc, danh mc cc ch vit tt, danh mc bng, biu , ti liu tham kho, lun vn c chia thnh 3 chng: - Chng 1: Tng quan v Ngn hng in t - Chng 2: Tnh hnh pht trin dch v Ngn hng in t ti Ngn hng thng mi c phn Chu - Chng 3: Mt s gii php gp phn pht trin dch v Ngn hng in t ti Ngn hng thng mi c phn Chu
Chng 1: TNG QUAN V NGN HNG IN T

1.1. KHI NIM 1.1.1. Thng mi in t: Thng mi in t ra i t lu v vn ang pht trin vt bc. C rt nhiu khi nim v TMT v mi khi nim ny u c nhng gi tr nht nh. Theo ti liu o to v TMT ca Microsoft (Fundamentals of Ebusiness), c mt vi khi nim sau: - TMT l kinh doanh trn mi trng in t nhm kt ni ngi bn v ngi mua. N tch hp d liu, lin lc in t v dch v bo mt to thun li cho cng vic kinh doanh. (Ecommerce is doing business electronically by bringing together buyers and sellers. It integrates data, electronic communication and security services to facilitate business application). - TMT l mt tp hp cng ngh, ng dng v quy trnh kinh doanh nhm lin kt t chc, khch hng v cng ng thng qua nhng giao dch in t v s trao i hng ha, dch v v thng tin. (Ecommerce is a dynamic set of technologies, applications and business process that link enterprises, consumers and communities through electronics transactions and the electronic exchanges of goods, services and information.). - Theo cng ty TNHH u t v pht trin phn mm mng Vit Nam ca S k hoch v u t H Ni, khi nim: TMT l hnh thi hot ng thng mi bng phng php in t, l vic trao i thng tin thng mi thng qua cng ngh in t ni chung. Tm li, TMT c th c khi nim vi mt khi nim tng i ton din l: TMT bao gm tt c cc dng ca giao dch thng mi ca c c nhn
v t chc da trn qu trnh x l v chuyn giao d liu s ha, bao gm c vn bn, m thanh hoc hnh nh. (Electronic Commerce refers to all forms of transactions relating to commercial activities including both organizations and individuals, that are based upon the processing and transmission of digitized data, including text, sound and visual images) 1.1.2 Dch v Ngn hng in t:
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Vi dch v Ngn hng in t, khch hng c kh nng truy nhp t xa
nhm: thu thp thng tin; thc hin cc giao dch thanh ton, ti chnh da trn cc ti khon lu k ti Ngn hng, v ng k s dng cc dch v mi.1
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Dch v Ngn hng in t l mt h thng phn mm vi tnh cho php
khch hng tm hiu hay mua dch v Ngn hng thng qua vic ni mng my vi tnh ca mnh vi Ngn hng.2 Cc khi nim trn u khi nim Ngn hng in t thng qua cc dch v cung cp hoc qua knh phn phi in t. Khi nim ny c th ng tng thi im nhng khng th khi qut ht c c qu trnh lch s pht trin cng nh tng lai pht trin ca Ngn hng in t. Do vy, nu coi Ngn hng cng nh mt thnh phn ca nn kinh t in t, mt khi nim tng qut nht v Ngn hng in t c th c din t nh sau: Ngn hng in t l Ngn hng m tt c cc giao dch gia Ngn hng v khch hng (c nhn v t chc) da trn qu trnh x l v chuyn giao d liu s ha nhm cung cp sn phm dch v Ngn hng.
1 Trng c Bo, Ngn hng in t v cc phng tin giao dch in t, Tp ch tin hc ngn hng, s 4 (58), 7/2003 2 How the Internet redefines banking, Tp ch the Australian Banker, tuyn tp 133, s 3, 6/1999
1.2.
S PHT TRIN CA DCH V NGN HNG IN T: Nm 1989, Ngn hng ti M (WellFargo), ln u tin cung cp dch v
1.2.1 Cc giai on pht trin ca Ngn hng in t: Ngn hng qua mng, n nay, c rt nhiu tm ti, th nghim, thnh cng cng nh tht bi trn con ng xy dng h thng Ngn hng in t hon ho, phc v tt nht cho khch hng. Tng kt nhng m hnh , nhn chung, h thng Ngn hng in t c pht trin qua nhng giai on sau: - Website qung co (Brochure-Ware): L hnh thi n gin nht ca Ngn hng in t. Hu ht cc NH khi mi bt u xy dng Ngn hng in t l thc hin theo m hnh ny. Vic u tin chnh l xy dng mt website cha nhng thng tin v NH, v sn phm ln trn mng nhm qung co, gii thiu, ch dn, lin lc, thc cht y ch l mt knh qung co mi ngoi nhng knh thng tin truyn thng (bo ch, truyn hnh, ), mi giao dch ca NH vn thc hin qua h thng phn phi truyn thng, l cc chi nhnh Ngn hng. - Thng mi in t (E-commerce): vi TMT, Ngn hng s dng Internet nh mt knh phn phi mi cho nhng dch v truyn thng nh: xem thng tin ti khon, nhn thng tin giao dch chng khon Internet ch ng vai tr nh mt dch v cng thm to thun li thm cho khch hng. Hu ht, cc Ngn hng va v nh ang hnh thi ny. - Qun l in t (E-business): Trong hnh thi ny, cc x l c bn ca Ngn hng c pha khch hng (front-end) v pha ngi qun l (back-end) u c tch hp vi Internet v cc knh phn phi khc. Giai on ny c phn bit bi s gia tng v sn phm v chc nng ca NH vi s phn bit sn phm theo nhu cu v quan h ca khch hng i vi NH. Hn th na, s phi hp, chia s d liu gia hi s NH v cc knh phn phi nh chi nhnh, mng
Internet, mng khng dy gip cho vic x l yu cu v phc v khch hng c nhanh chng v chnh xc hn. Internet v khoa hc cng ngh tng s lin kt, chia s thng tin gia NH, i tc, khch hng, c quan qun l Mt vi NH tin tin trn th gii xy dng c m hnh ny v hng ti xy dng c mt Ngn hng in t hon chnh. - Ngn hng in t (E-bank): chnh l m hnh l tng ca mt Ngn hng trc tuyn trong nn kinh t in t, mt s thay i hon ton trong m hnh kinh doanh v phong cch qun l. Nhng NH ny s tn dng sc mnh thc s ca mng ton cu nhm cung cp ton b cc gii php ti chnh cho khch hng vi cht lng tt nht. T nhng bc ban u l cung cp cc sn phm v dch v hin hu thng qua nhiu knh ring bit, NH c th s dng nhiu knh lin lc ny nhm cung cp nhiu gii php khc nhau cho tng i tng khch hng chuyn bit. 1.2.2 S pht trin ca dch v Ngn hng in t ti cc Ngn hng thng mi Vit Nam: Hin nay, Ngn hng in t tn ti di hai hnh thc: hnh thc Ngn hng trc tuyn, ch tn ti da trn mi trng mng Internet, cung cp dch v 100% thng qua mi trng mng; v m hnh kt hp gia h thng Ngn hng thng mi truyn thng v in t ho cc dch v truyn thng, tc l phn phi nhng sn phm dch v c trn nhng knh phn phi mi. Ngn hng in t ti Vit Nam ch yu pht trin theo m hnh ny. T nm 1994, NH Ngoi thng Vit Nam trin khai dch v Homebanking. n nm 1999, NH Ngoi thng Vit Nam thc hin dch v Ngn hng bn l u tin Vit Nam vi h thng VCB Vision 2010. n thng 11/2002, NH Cng Thng Vit Nam khai trng dch v ny. Hin nay, i vi
dch v PC-banking, trn th trng c vi NHTM cung cp dch v Ngn hng ti nh home-banking (Vietcombank, Techcombank, ACB, Eximbank ...) v 2 Ngn hng nc ngoi l ANZ v Citibank. Dch v Phone-banking, c cc Ngn hng cung cp l VCB, ACB, Techcombank, HSBC, ANZ v Citibank Dch v Mobile-banking th c Ngn hng ng , ACB v TechcombankHin nay, c mt s Ngn hng cung cp dch v Internetbanking nhng ch mi mc cho php truy cp v thng tin ti khon, cha thc hin c cc giao dch chuyn tin vi cc ti khon khc hoc thanh ton qua ti khon. Ngoi ra, cc Ngn hng khc ch mi dng li vic thit lp cc trang web ch yu gii thiu Ngn hng v cung cp thng tin dch v. 1.3 TNH TT YU PHI PHT TRIN DCH V NGN HNG IN T TI NGN HNG THNG MI VIT NAM 1.3.1 Vai tr ca Ngn hng in t trong xu th hi nhp: Vic pht trin cc dch v thanh ton in t tin tin gip chu chuyn vn tng nhanh v p ng tt hn cc nhu cu thanh ton ca nn kinh t t nc ang thay i nhanh chng. Chnh iu s lm cho lung tin t mi pha chy vo Ngn hng s rt ln v c iu ha vi h s hu ch cao, lm thay i c cu tin lu thng, chuyn t nn kinh t tin mt qua nn kinh t chuyn khon. Thng qua h thng Ngn hng in t, Ngn hng c th kim sot hu ht cc chu chuyn tin t, cng t c th hn ch c cc v ra tin, chuyn tin bt hp php, tham nhng Vi cc ngun d liu c truy cp kp thi, chnh xc qua h thng mng thng tin, Ngn hng Trung ng c th phn tch, la chn cc gii php, s dng cc cng c iu tit, kim sot cung ng tin t ti u nhm iu ha,
n nh tin t i ni v i ngoi ch ng, c iu kin nh gi tnh hnh cn cn thng mi, cn cn thanh ton, v din bin tc pht trin kinh t. Ngn hng Trung ng s nng cao hn vai tr ca mnh, pht huy ht chc nng ca mnh nu nh vic ng dng Ngn hng in t ngy cng c y mnh trong h thng Ngn hng. Mng thng tin gip cho hot ng thanh tra, gim st Ngn hng cht ch, kp thi chn chnh nhng vi phm, gi vng an ton h thng. Vic qun l h thng kho qu, in n tin, t chc iu hnh vn phng, qun l h s cn b, o to hun luyn nghip v, hi hp t xa trong nc v quc t u c th ng dng qua mng thng tin s rt thun tin, gim c ng k chi ph i li, chi ph t chc, tit kim thi gian u t tn dng cng s thay i ln. Cc d n u t cng c th c a ln mng cho mi cc Ngn hng thng mi. My tnh in t phn tch cc d liu truy cp, a ra cc phng n la chn ti u. Ngn hng thng mi thy r nhng iu cn t vn b khuyt vo d n m bo kh nng thc thi. Ngoi ra, mng thng tin cung cp cho cc t chc tn dng nm c din bin ca cc th trng: tin t, chng khon, hi oi. Nhng din bin v li sut, gi c phiu, t gi hi oi. Cc lung vn kh dng c cho mi trn th trng lin Ngn hng phn nh qua mng s gip cho Ngn hng c cc chnh sch ng n v hoch nh cc phng n hot ng ph hp C th ni, Ngn hng in t c vai tr v cng to ln trong h thng Ngn hng, n ang tc ng n cc Ngn hng, xc tin vic sp nhp, hp nht, hnh thnh cc Ngn hng ln, nng cao ngun vn t c sc trang b
cng ngh thng tin hin i ng u vi cuc cnh tranh khc lit ginh li th v mnh. Mt khc, n cng y mnh vic lin kt, hp tc gia cc Ngn hng ngy cng cht ch, pht trin a dng, mnh m, rng khp trong nc v th gii thit lp cc n pht trin nghip v kinh doanh sn phm v dch v mi, s dng mng li thanh ton in t, thng tin ri ro, t vn php lut, kim ton phng nga, lp qu bo ton tin gi, xy dng cc chng trnh ng ti tr, lp chng trnh phi hp o to, nng cao trnh cn b nhn vin, k c cc hnh thc hp tc trong lnh vc dch v v vn ha x hi. 1.3.2 Mt s dch v Ngn hng in t ti Vit Nam: V nguyn tc, thc cht ca dch v Ngn hng in t l vic thit lp mt knh trao i thng tin ti chnh gia khch hng v Ngn hng nhm phc v nhu cu s dng dch v Ngn hng ca khch hng mt cch thc s nhanh chng, an ton v thun tin. Sau rt nhiu tm ti, th nghim v ng dng, hin nay dch v Ngn hng c cc Ngn hng thng mi Vit Nam cung cp qua cc knh chnh sau y: Ngn hng trn mng Internet (Internet-banking), Ngn hng ti nh (Home-banking), Ngn hng t ng qua in thoi (Phonebanking); Ngn hng qua mng thng tin di ng (Mobile-banking) 1.3.2.1 Ngn hng trn mng Internet (Internet-banking) Internet-banking l dch v cung cp t ng cc thng tin sn phm v dch v NH thng qua ng truyn Internet. y l mt knh phn phi rng cc sn phm v dch v NH ti khch hng bt c ni u v bt c thi gian no. Vi my tnh kt ni Internet, khch hng c th truy cp vo website ca NH c cung cp cc thng tin, hng dn y cc sn phm, dch v ca Ngn hng. Bn cnh , vi m s truy cp v mt khu c cp, khch
hng cng c th xem s d ti khon, in sao kInternet-banking cn l mt knh phn hi thng tin hiu qu gia khch hng v Ngn hng. Cc dch v Internet-banking cung cp: - Xem s d ti khon ti thi im hin ti. - Vn tin lch s giao dch - Xem thng tin t gi, li sut tin gi tit kim - Thanh ton ha n in, nc, in thoi. - Khch hng c th gi tt c cc thc mc, gp v sn phm, dch v ca Ngn hng v c gii quyt nhanh chng. 1.3.2.2 Ngn hng ti nh (Home-banking): ng dng v pht trin Home-banking l mt bc pht trin chin lc ca cc NHTM Vit Nam trc sc p rt ln ca tin trnh hi nhp ton cu v dch v NH. ng v pha khch hng, Home-banking mang li nhng li ch thit thc nh tit kim chi ph, thi gian. V khu hiu Dch v Ngn hng 24 gi mi ngy, by ngy mi tun chnh l u th ln nht m m hnh Ngn hng hnh chnh truyn thng khng th no snh c. Hin nay, dch v Home-banking ti Vit Nam c nhiu NH ti Vit Nam ng dng v trin khai rng ri nh: NH Chu, NH Ngoi thng Vit Nam, NH K thng. Dch v Ngn hng ti nh c xy dng trn mt trong hai nn tng: h thng cc phn mm ng dng (Software Base) v nn tng cng ngh Web (Web Base), thng qua h thng my ch, mng Internet v my tnh con ca khch hng, thng tin ti chnh s c thit lp, m ha, trao i v xc nhn yu cu s dng dch v. Mc d c mt s im khc bit, nhng nhn chung, chu trnh s dng dch v Ngn hng ti nh bao gm cc bc c bn sau:
- Bc 1: Thit lp kt ni (khch hng kt ni my tnh ca mnh vi h thng my tnh ca Ngn hng qua mng Internet (dial-up, Direct-cable, LAN, WAN), sau truy cp vo trang Web ca Ngn hng phc v mnh (hoc giao din ngi s dng ca phn mm). Sau khi kim tra v xc nhn khch hng, khch hng s c thit lp mt ng truyn bo mt (https) v ng nhp (login) vo mng my tnh ca Ngn hng. - Bc 2: Thc hin yu cu dch v (khch hng c th s dng rt nhiu dch v Ngn hng in t phong ph v a dng nh truy vn thng tin ti khon, chuyn tin, hy b vic chi tr sc, thanh ton in t v rt nhiu dch v trc tuyn khc). - Bc 3: Xc nhn giao dch, kim tra thng tin, v thot khi mng (thng qua ch k in t, xc nhn in t, chng t in t); khi giao dch c hon tt, khch hng kim tra li giao dch v thot khi mng, nhng thng tin chng t cn thit s c qun l, lu tr v gi ti khch hng khi c yu cu. i vi cc Ngn hng khc nhau, quy trnh nghip v cng tng t cng vi mt vi c trng ring ca mi Ngn hng. 1.3.2.3 Ngn hng qua in thoi (Phone-banking): Cng nh PC-banking, dch v NH c cung cp qua mt h thng my ch v phn mm qun l t ti NH, lin kt vi khch hng thng qua tng i ca dch v. Thng qua cc phm chc nng c khi nim trc, khch hng s c phc v mt cch t ng hoc thng qua nhn vin tng i. Khi ng k s dng dch v Phone-banking, khch hng s c cung cp mt m khch hng, hoc m ti khon, ty theo dch v ng k, khch hng c th s dng nhiu dch v khc nhau. Nhn chung, quy trnh s dng dch v Phone-banking nh sau:
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ng k s dng dch v: Khch hng phi cung cp cc thng tin cn thit v k hp ng s dng dch v Phone-banking. Sau , khch hng s c cung cp 2 s nh danh (duy nht) l M khch hng v M kha truy nhp h thng, ngoi ra khch hng cn c cung cp mt M ti khon nhm to s thun tin trong giao dch cng nh m bo an ton v bo mt. X l mt giao dch: Khi khch hng gi ti tng i, nhp m khch hng v kha truy nhp dch v, theo li nhc trn in thoi, khch hng chn phm chc nng tng ng vi dch v mnh cn giao dch. Khch hng c th thay i, chnh sa trc khi xc nhn giao dch vi Ngn hng, chng t giao dch s c in ra v gi ti khch hng khi giao dch c x l xong. Cc dch v c cung cp: qua Phone-banking, khch hng c th s dng rt nhiu dch v Ngn hng nh: hng dn s dng dch v, gii thiu thng tin v dch v Ngn hng, cung cp thng tin ti khon v bng k cc giao dch, bo N, bo C, cung cp thng tin Ngn hng nh li sut, t gi hi oi, chuyn tin, thanh ton ha n v dch v h tr khch hng v nhiu dch v khc. Tuy nhin, ti Vit Nam, cc dch v Ngn hng mi tm thi cung cp dch v tra cu thng tin ti khon v cung cp thng tin ti chnh Ngn hng. 1.3.2.4 Ngn hng qua mng di ng (Mobile-banking): Cng vi s pht trin ca mng thng tin di ng, cc NHTM Vit Nam cng nhanh chng ng dng nhng cng ngh mi ny vo cc dch v NH. V nguyn tc, thng tin bo mt c m ha v trao i gia trung tm x l ca NH v thit b di ng ca khch hng (in thoi di ng, Pocket PC, Palm). Dch v ny c NH Chu v NH K thng trin khai t lu,
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v cc NH khc cng v ang bt u xy dng h thng v cung ng dch v Mobile-banking do tnh cht thun tin v nhanh chng c trng ca n. 1.3.2.5 Call center: Call center l dch v Ngn hng qua in thoi vi nhim v: - Cung cp tt c cc thng tin v sn phm, dch v ca Ngn hng, bao gm: tin gi thanh ton, tit kim, cho vay, chuyn tin, . - Gii thiu qua in thoi cc sn phm th ca Ngn hng. - ng k lm th qua in thoi. - ng k vay cho khch hng c nhn qua in thoi. - Thc hin thanh ton cc ha n tin in, nc, in thoi, Internet, truyn hnh cp, bo him,v cc hnh thc chuyn tin khc. - Tip nhn qua in thoi cc khiu ni, thc mc t khch hng khi s dng sn phm, dch v ca Ngn hng. - Khch hng s c cung cp thng tin v cc sn phm, dch v ca Ngn hng mt cch y . - T vn s dng th, thng bo v gii p s d th, hng dn ng k th. - Dch v thanh ton cc ha n (in, nc, in thoi,) rt an ton v cc dch v thanh ton ny c khch hng ng k trc vi Ngn hng nn s khng c s nhm ln trong thanh ton. - Dch v chuyn tin t ti khon c nhn vo th thanh ton rt thun tin cho khch hng ang xa khng c chi nhnh ca Ngn hng hoc ang cng tc, du lch nc ngoi cn chuyn tin vo th p ng kp thi nhu cu chi tiu ca khch hng.
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1.3.2.6 Kiosk Ngn hng: L s pht trin ca dch v Ngn hng hng ti vic phc v khch hng vi cht lng cao nht v thun tin nht. Trn ng ph s t cc trm lm vic vi ng kt ni Internet tc cao. Khi khch hng cn thc hin giao dch hoc yu cu dch v, h ch cn truy cp, cung cp s chng nhn c nhn v mt khu s dng dch v ca h thng Ngn hng phc v mnh. y cng l mt hng pht trin ng lu tm cho cc nh lnh o ca cc Ngn hng thng mi Vit Nam. Hin nay, Ngn hng K thng th nghim dch v ny ti hi s Ngn hng. 1.3.3 Tnh u vit ca dch v Ngn hng in t: - Nhanh chng, thun tin Ngn hng in t gip khch hng c th lin lc vi Ngn hng mt cch nhanh chng, thun tin thc hin mt s nghip v Ngn hng ti bt k thi im no (24 gi mi ngy, 7 ngy mt tun) v bt c ni u. iu ny c bit c ngha i vi cc khch hng c t thi gian i n vn phng trc tip giao dch vi Ngn hng, cc khch hng nh v va, khch hng c nhn c s lng giao dch vi Ngn hng khng nhiu, s tin mi ln giao dch khng ln. y l li ch m cc giao dch kiu Ngn hng truyn thng kh c th t c vi tc nhanh, chnh xc so vi Ngn hng in t. Tit kim chi ph, tng thu nhp Ph giao dch Ngn hng in t c nh gi l mc rt thp so vi giao dch truyn thng, c bit l giao dch qua Internet, t gp phn tng thu nhp cho Ngn hng. S liu v ph giao dch Ngn hng kho st M minh chng cho iu :
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Stt 1 2 3 4
Hnh thc giao dch Giao dch qua nhn vin Ngn hng Giao dch qua in thoi Giao dch qua ATM Giao dch qua Internet
Ph bnh qun 1 giao dch (USD) 1,07 0,54 0,27 0,015
- M rng phm vi hot ng, tng kh nng cnh tranh Ngn hng in t l mt gii php ca NHTM nng cao cht lng dch v v hiu qu hot ng, qua nng cao kh nng cnh tranh ca NHTM. iu quan trng hn l Ngn hng in t cn gip NHTM thc hin chin lc ton cu ha m khng cn m thm chi nhnh trong nc cng nh nc ngoi. Ngn hng in t cng l cng c qung b, khuych trng thng hiu ca NHTM mt cch sinh ng, hiu qu. - Nng cao hiu qu s dng vn Xt v mt kinh doanh, Ngn hng in t s gip nng cao hiu qu s dng vn ca Ngn hng. Thng qua cc dch v Ngn hng in t, cc lnh chi tr, nh thu ca khch hng c thc hin nhanh chng, to iu kin chu chuyn nhanh vn tin t, trao i tin - hng. Qua y nhanh tc lu thng hng ho, tin t, nng cao hiu qu s dng vn. - Tng kh nng chm sc v thu ht khch hng Chnh tin ch t cng ngh ng dng, t phn mm, t nh cung cp dch v mng, dch v Internet thu ht v gi khch hng s dng, quan h giao dch vi Ngn hng, tr thnh khch hng truyn thng ca Ngn hng. Vi m hnh Ngn hng hin i, kinh doanh a nng nn kh nng pht trin, cung ng
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cc dch v cho nhiu i tng khch hng, nhiu lnh vc kinh doanh ca Ngn hng in t l rt cao. - Cung cp dch v trn gi im c bit ca dch v Ngn hng in t l c th cung cp dch v trn gi. Theo cc Ngn hng c th lin kt vi cc cng ty bo him, cng ty chng khon, cng ty ti chnh khc a ra cc sn phm tin ch ng b nhm p ng cn bn cc nhu cu ca mt khch hng hoc mt nhm khch hng v cc dch v lin quan ti Ngn hng, bo him, u t, chng khon... 1.4 IU KIN PHT TRIN DCH V NGN HNG IN T 1.4.1 iu kin php l: Dch v Ngn hng in t vi vic s dng cng ngh mi i hi khun kh php l mi. Cc dch v Ngn hng in t ch c th trin khai c hiu qu v an ton khi cc dch v ny c cng nhn v mt php l. Ngy 29/11/2005, Quc hi nc Cng Ha X Hi Ch Ngha Vit Nam thng qua Lut giao dch in t s 51/2005/QH11. Lut ny chnh thc c p dng vo ngy 1/3/2006, tip , Chnh Ph cng ban hnh mt s Ngh nh nhm hng dn chi tit vic thi hnh Lut giao dch in t: - Ngy 09/06/2006: ban hnh Ngh nh s 57/2006/N-CP hng dn thi hnh Lut giao dch in t. - Ngy 15/02/2007: ban hnh Ngh nh s 26/2007/N-CP quy nh chi tit thi hnh lut giao dch in t v ch k s v dch v chng thc ch k s. - Ngy 23/02/2007: ban hnh Ngh nh s 27/2007/N-CP quy nh chi tit thi hnh lut giao dch in t trong hot ng ti chnh.
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- Ngy 08/03/2007: ban hnh Ngh nh s 35/2007/N-CP quy nh v giao dch in t trong Ngn hng. 1.4.2 iu kin cng ngh An ninh bo mt tr thnh vn sng cn ca ngnh Ngn hng trong thi in t ha. An ninh bo mt cng l mi quan tm hng u ca khch hng khi quyt nh la chn hnh thc thanh ton phi tin mt. V vy nu thiu nhng bin php an ton bo mt th vic pht trin dch v Ngn hng in t khng th thc hin c. 1.4.2.1 M ha ng truyn: gi b mt khi truyn ti thng tin gia hai thc th no ngi ta tin hnh m ha chng. M ha thng tin l chuyn thng tin sang mt dng mi khc dng ban u, dng mi ny c gi chung l vn bn m ha. C hai thut ton m ha: Thut ton quy c, cn gi l thut ton m ha i xng. Theo , ngi gi v ngi nhn s dng chung mt cha kha. l mt m s b mt dng m ha v gii m mt thng tin m ch c ngi nhn v ngi gi bit c. Tuy nhin, vi thut ton ny cn nhiu vn t ra, v d: s lng cc kha s tng rt nhiu khi lng khch hng tng ko theo vic qun l s c t chc nh th no Thut ton m kha cng khai, cn c gi l thut ton m ha bt i xng, gii quyt c vn trao i kha thut ton quy c. Theo , thut ton m ha bt i xng s quy c vic s dng 2 kha, mt kha dng m ha v kha cn li dng gii m. Vic nhn mt thng tin c thc hin an ton v bo mt khi thng bo mt kha (kha chung) v gi b mt kha cn li (kha b mt). Bt k khch hng no cng c th m ha thng tin ngh ca
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mnh bng cch s dng kha chung nhng ch duy nht ngi s hu kha b mt mi c th gii m v c c thng tin . y l cng ngh an ton bo mt thng tin trn cc ng dng v c bit s dng trong giao dch Ngn hng in t. Thut ton m ha cng khai c s dng trong cng ngh m ha ng truyn v ch k in t. Ch k in t dng gi s ring t ca thng tin. Vic m ha ng truyn s bao bn ngoi m bo thng tin c an ton. 1.4.2.2 Ch k in t: Chng ch s (CA) l mt tp tin c cha ng d liu v ngi ch s hu. Cc d liu ny c nh cung cp chng ch s xc nhn v chng thc. Ngi s dng s dng chng ch s m mnh c cp k vo thng ip in t. Vic k ch k in t ny ng ngha vi vic m ha thng ip trc khi gi i qua ng truyn Internet. Lc ny chng ch s cp cho khch hng c xem nh l ch k in t. Ch k in t l d liu c k v m ha bi v ch duy nht bi ngi ch s hu. y l cng ngh cp m bt i xng m ha d liu trn ng truyn v xc nh rng: v pha khch hng c xc nhn l ang giao dch, v pha Ngn hng c xc nhn l ang thc hin giao dch vi khch hng. Chng ch s do mt n v hot ng trong lnh vc phn mm c Ngn hng ch qun la chn lm nh cung cp, cp cho khch hng khi s dng dch v ny. 1.4.2.3 Cng ngh bo mt - SET (Secure Electronic Transaction): l mt giao thc bo mt do Microsoft pht trin, SET c tnh ring t, c chng thc v rt kh xm nhp nn to c an ton cao, tuy nhin, SET t c s dng do tnh phc tp v s i hi phi c cc b c card c bit cho ngi s dng.
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- SSL (Secure Socket Layer): l cng ngh bo mt do hng Nestcape pht trin, tch hp sn trong b trnh duyt ca khch hng, l mt c ch m ha (encryption) v thit lp mt ng truyn bo mt t my ca Ngn hng n khch hng (https), SSL n gin v c ng dng rng ri. 1.4.3 iu kin v con ngi: 1.4.3.1 Mc sng ca ngi dn Mc sng l mt nhn t quan trng pht trin cc dch v thanh ton in t. Khi ngi dn phi sng vi thu nhp thp, hay ni cch khc c t tin th c l h s khng quan tm n cc dch v Ngn hng. H s dng tin mt thay v cc dch v thanh ton in t. Do vy, pht trin kinh t v ci thin mc sng lun lun l nhng yu t tin quyt cho vic pht trin cc dch v Ngn hng in t. 1.4.3.2 S hiu bit v chp nhn cc dch v Ngn hng in t Thi quen v s yu thch dng tin mt, tnh ca khch hng trc cc dch v mi c th l nhng tr ngi chnh cho vic pht trin cc dch v Ngn hng in t. S ph bin ca cc dch v Ngn hng in t lin quan cht ch ti s chp nhn ca khch hng hn l nhng g m pha mi cho cung ng dch v a ra. S chng c l do no cho cc Ngn hng cung cp cc dch v Ngn hng in t m khng c s chp nhn ca khch hng. S hiu bit ca ng o khch hng v cc dch v Ngn hng in t v ch li ca cc dch v ny l ht sc cn thit. R rng, cc dch v Ngn hng in t l cc dch v hin i v tt. Tuy vy, chng ta khng th cho rng c cc dch v tt l . xc tin cc dch v Ngn hng in t cc Ngn hng cung cp cc dch v ny cn phi lm cho khch hng bit rng c nhng dch v nh vy v hng dn h s dng cc dch v .
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1.4.3.3 Ngun nhn lc ca Ngn hng Cc h thng thanh ton in t i hi mt lc lng ln lao ng c o to tt v CNTT v truyn thng cung cp cc ng dng cn thit, p ng yu cu h tr v chuyn giao cc tri thc k thut thch hp. Thiu cc k nng lm vic trn Internet v lm vic vi cc phng tin hin i khc, hn ch v kh nng s dng ting Anh - ngn ng cn bn ca Internet cng l nhng tr ngi cho vic pht trin cc dch v thanh ton in t. 1.5 S PHT TRIN DCH V NGN HNG IN T CA CC NC TRN TH GII 1.5.1 Tnh hnh pht trin dch v Ngn hng in t cc nc trong khu vc v trn th gii: Ti cc nc i u nh M, cc nc Chu u, Australia v tip sau l cc quc gia v vng lnh th nh: Nht Bn, Hn Quc, Singapore, Hng Kng, i Loan, cc Ngn hng ngoi vic y mnh pht trin h thng thanh ton in t cn m rng pht trin cc knh giao dch in t nh cc loi th giao dch qua my rt tin t ng ATM, cc loi th tn dng Smart Card, Visa, Master Card v cc dch v Ngn hng trc tuyn nh Internet-banking, Mobile-banking, TelePhone-banking, Home-banking. khu vc Chu Thi Bnh Dng, Singapore v Hng Kng pht trin cc dch v Ngn hng in t t rt sm. Ti Hng Kng, dch v Ngn hng in t c t nm 1990, cn cc Ngn hng Singapore cung cp dch v Ngn hng qua Internet t nm 1997. Dch v Internet-banking Thi Lan hot ng t nm 2001. Trung Quc mi tham gia vo h thng Ngn hng trc tuyn t nm 2000 nhng c rt nhiu ci cch v chnh sch cng nh chin lc pht trin lnh vc ny.
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Hin nay, dch v Ngn hng in t c s dng nhiu nc trn th gii v s lng ngi s dng cc loi dch v ny cng tng dn qua cc nm. 1.5.2 Cc dch v Ngn hng in t trong khu vc v trn th gii: 1.5.2.1 Dch v cung cp thng tin v ti khon cho khch hng Dch v Ngn hng trc tuyn ny cho php khch hng thc hin cc giao dch trc tuyn sau y: - Tm lc v nhng sn phm, dch v giao dch vi Ngn hng, xem s d ti khon (Account Summary) - Kim tra chi tit cc nghip v giao dch (Transaction History). - Kim tra tnh trng cc th ghi N, th ghi C (Credit/Debit Card Enquyry). - Kim tra tnh trng cc Sec pht hnh, xem chng c thanh ton hay cha, b t chi thanh ton hay ang trong tnh trng ch i chi tr (Cheque Status Enquyry). 1.5.2.2 Dch v Ngn hng in ton (Computer Banking) L nhng dch v cho php khch hng c th giao dch vi Ngn hng bng cch s dng mng Internet hay Intranet kt ni vi my ch ca Ngn hng thc hin, nhn v thanh ton ha n... 1.5.2.3 Th ghi n (Debit Card) Th c s dng ti nhng my ATM hay my thanh ton ti nhng im bn hng (Point of sale-POS) cho php khch hng s dng c bng cch ghi N trc tip vo ti khon ca h.
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1.5.2.4 Thanh ton trc tip (Direct payment) L hnh thc thanh ton cho php khch hng t ng thanh ton cc ha n hay lng, tr cp cho nhn vin bng cch chuyn tin in t. Cc khon chi tr c chuyn in t t ti khon ca h n ti khon ngi th hng. Cc mu tin v ngi th hng c th c ci sn trc hng thng nu cn. 1.5.2.5 Gi v thanh ton ha n in t (Electronic bill presentment and payment EBPP) y l mt hnh thc ha n thanh ton c gi trc tip n khch hng bng e-mail hoc bng mt thng bo trn ti khon Ngn hng in t. Sau , khch hng s ra thng bo ng chi tr, vic thanh ton c in t ha trc tip t ti khon khch hng. 1.5.2.6 Th tr lng (Payroll Card) Mt loi th tch tr gi tr (stored-value card) c pht hnh bi cc doanh nghip thay cho vic thanh ton lng trc tip, vi th lng cho php ngi lm cng nhn lng trc tip ti my ATM hay s dng my thanh ton ti cc im bn hng. Lng cng nhn c cc doanh nghip np vo th mt cch in t. 1.5.2.7 Ghi n c y quyn trc (Preauthorized debit) y l hnh thc thanh ton m cho php khch hng y quyn cho Ngn hng t ng thanh ton cc khon thng xuyn, cc ha n c tnh cht nh k t ti khon ca h vo ngy c th vi mt s tin c th. Khon thanh ton ny s c chuyn in t t ti khon khch hng n ti khon ngi th hng.
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1.5.2.8 Dch v u t (Investment Services) Dch v ny cung cp nhiu loi sn phm v dch v u t ti chnh trc tuyn nh u t chng khon, m ti khon tit kim qua mng 1.5.2.9 Dch v cho vay t ng Vi dch v ny khch hng c th vay tin ca Ngn hng thng qua cc my cho vay t ng ALM (Automated Loan Machines). Vic duy nht m khch hng phi lm l nhp vo my cc thng tin cn thit v tr li mt s cu hi do my a ra. 1.5.2.10 Dch v Ngn hng t phc v S dng dch v ny khch hng s thao tc vi cc my giao dch t phc v, l nhng my ATM (Automatic Teller Machines) vi nhiu chc nng, cho php khch hng rt tin t ti khon, np tin vo ti khon, kim tra s d, chuyn khon, vay, u t c phiu, m ti khon, pht hnh Sc, cung cp cng nh truy cp thng tin cc nc pht trin cc my ATM c chc nng gn bng mt chi nhnh Ngn hng.
KT LUN CHNG 1
Chng 1 nu khi qut nhng khi nim c bn cng nh cc giai on pht trin ca Ngn hng in t, a ra mt bc tranh tng quan v s pht trin ca Ngn hng in t ti cc NHTM Vit Nam. Vi nhng tin ch, u im ca cc sn phm Ngn hng in t cho thy vic pht trin dch v ny ti cc NHTM Vit Nam trong xu th hi nhp hin nay l tt yu. Tuy nhin, pht trin dch v Ngn hng hin i ny cng cn c s hiu bit, chp nhn ca khch hng, ng thi vn v php l v cng ngh cng gp phn khng km trong vic trin khai thnh cng dch v Ngn hng in t.
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Chng 2: TNH HNH PHT TRIN DCH V NGN HNG IN T TI NGN HNG THNG MI C PHN CHU 2.1 GII THIU NGN HNG THNG MI C PHN CHU 2.1.1Thng tin tng quan: 2.1.1.1 Quyt nh thnh lp: Ngn hng thng mi c phn Chu (ACB) c thnh lp theo Giy php s 0032/NH-GP do Ngn hng Nh nc (NHNN) cp ngy 24/4/1993, v Giy php s 533/GP-UB do y ban Nhn dn TP. HCM cp ngy 13/5/1993. Ngy 04/6/1993, ACB chnh thc i vo hot ng. ACB c Trung tm Giao dch Chng khon H Ni chp thun cho nim yt k t ngy 31/10/2006 theo Quyt nh s 21/Q-TTGDHN. - Loi chng khon: C phiu ph thng - M chng khon: ACB - Mnh gi: 10.000 ng/ c phiu - S lng chng khon nim yt hin nay: 263.005.996 c phiu 2.1.1.2 Ngnh ngh kinh doanh - Huy ng vn ngn, trung v di hn theo cc hnh thc tin gi tit kim, tin gi thanh ton, chng ch tin gi. - Tip nhn vn y thc u t - Nhn vn t cc t chc tn dng trong v ngoi nc - Cho vay ngn, trung v di hn - Chit khu thng phiu, cng tri v giy t c gi
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- u t vo cc t chc kinh t - Lm dch v thanh ton gia cc khch hng - Kinh doanh ngoi t, vng bc - Thanh ton quc t, u t chng khon - Cung cp cc dch v v u t, cc dch v v qun l n v khai thc ti sn, cung cp cc dch v Ngn hng khc. 2.1.1.3 Cng ngh: Nm 1997: ACB tip cn nghip v Ngn hng hin i bng mt chng trnh o to nghip v Ngn hng ton din ko di hai nm, do cc ging vin nc ngoi trong lnh vc Ngn hng thc hin. Thng qua chng trnh ny, ACB nm bt mt cch h thng cc nguyn tc vn hnh ca mt Ngn hng hin i, cc chun mc v thng l trong qun l ri ro, c bit l lnh vc Ngn hng bn l, v nghin cu ng dng trong iu kin Vit Nam. Nm 1999: ACB trin khai chng trnh hin i ha cng ngh thng tin Ngn hng, xy dng h thng mng din rng, nhm trc tuyn ha v tin hc ha hot ng giao dch; v cui nm 2001, ACB chnh thc vn hnh h thng cng ngh Ngn hng li l TCBS (The Complete Banking Solution: Gii php Ngn hng ton din). y l h thng mng din rng, trc tuyn, c tnh an ton v nng lc tch hp cao, x l cc giao dch ti bt k chi nhnh no theo thi gian thc vi c s d liu quan h (relational) v tp trung (centrailised), cho php Ngn hng thit k nhiu sn phm hn v to ra nhiu tin ch hn phc v khch hng. Tt c chi nhnh v phng giao dch u c ni mng vi ton h thng v khch hng c th gi tin ni ny v rt tin ti ni khc. H thng cho php Hi s c th kim tra, kim sot hot ng
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ca tng nhn vin giao dch, tra sot s liu ca h thng mt cch tc thi phc v cng tc qun l ri ro. Mt iu quan trng l ACB lm ch hon ton c cc ng dng TCBS. y l mt nng lc ct li m khng phi Ngn hng no Vit Nam cng c c. Nm 2004, ACB tin hnh: - Nng cp my ch - Thay th phn mm x l giao dch th Ngn hng bng mt phn mm mi c kh nng tch hp vi nn cng ngh tin hc hin nay ca ACB - Lp t h thng my ATM ACB l thnh vin ca Hip hi SWIFT (Society for Worldwide Interbank Financial Telecommunication), s dng cng c vin thng bo m phc v khch hng trn ton th gii trong sut 24 gi mi ngy. Ngoi ra, ACB cng s dng cc thit b chuyn dng ca Reuteurs, gm c Reuteurs Monitor, dng xem thng tin ti chnh, v Reuteurs Dealing System, dng thc hin giao dch mua bn ngoi t vi cc t chc ti chnh. 2.1.1.4 Mng li hot ng: a. Mng li knh phn phi: - 171 chi nhnh v phng giao dch, bao gm 100 TP.HCM, 33 min Bc, 16 min Trung, 9 min Ty, 13 min ng (n 30/09/2008). - Trung Tm Th vi 5.584 i l chp nhn thanh ton th. - Trung Tm chuyn tin nhanh Western Union vi 392 im chi tr. b. Cng ty trc thuc: - Cng ty chng khon (ACBS)
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- Cng ty Qun l v khai thc ti sn Ngn hng (ACBA) - Cng ty cho thu ti chnh (ACBL) c. Cng ty lin kt: - Cng ty C phn Dch v Bo v Ngn hng Chu (ACBD) - Cng ty C phn a c ACB (ACBR). d. Cng ty lin doanh: - Cng ty C phn Si Gn Kim hon ACB-SJC. 2.1.1.5 S t chc:
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2.1.2 Tnh hnh hot ng ca ACB t nm 1993 n 2007 2.1.2.1 Qu trnh tng vn iu l 3: Bng 2.1: Qu trnh tng vn iu l ti ACB t 1993 n 2007 Nm 1993 1994 1997 2/2005 7/2005 8/2005 2/2006 12/2007 Vn iu l (t ng) 20 70 341 600 656 948.32 1,100 2,630 S lng c ng 18 38 557 756 756 780 786 8,066
2.1.2.2 Kt qu hot ng kinh doanh: Trong 15 nm hot ng, ACB lun tng trng mnh m v n nh. iu ny c th hin bng cc ch s ti chnh tn dng ca ACB nh sau:
S liu hp nht
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Biu 2.1: Tng ti sn ca ACB trong giai on 2003-2007

T ng 90,000 80,000 70,000 60,000 50,000 40,000 30,000 20,000 10,000 0 2003 2004 2005 2006 2007 10,855 15,420 24,273 44,650 85,392
Ngun: Tng hp t bo co thng nin ca ACB t nm 2003 n 2007
Biu 2.2: Vn huy ng ca ACB trong giai on 2003 2007

T ng 80,000 70,000 60,000 50,000 40,000 30,000 20,000 10,000 0 2003 2004 2005 2006 2007 9,928 14,354 22,341 39,736 74,943
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Biu 2.3: D n cho vay ca ACB trong giai on 2003 2007

T ng 35,000 30,000 25,000 20,000 15,000 10,000 5,396 5,000 0 2003 2004 2005 2006 2007 9,563 6,760 17,365 31,974
Biu 2.4: Li nhun trc thu ca ACB trong giai on 2003 2007
T ng 2500 2127 2000 1500 1000 500 0 2003 2004 2005 2006 2007 392
687 188 282
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2.2 TNH HNH PHT TRIN DCH V NGN HNG IN T TI ACB 2.2.1 Gii thiu phng Ngn hng in t ca ACB: Trong qu trnh pht trin, Ngn hng Chu khng ngng nng cao cht lng cc dch v sn c v cung cp dch v mi nhm phc v tt hn cho khch hng. V th, Ngn hng Chu a vo s dng dch v Ngn hng in t vi nhiu li ch v thun tin cho khch hng, cng vi s kin ny l vic thnh lp phng Ngn hng in t vo nm 2003. Phng Ngn hng in t trc thuc Khi khch hng c nhn, gm 3 b phn : - B phn sn phm: nhim v chnh l trc line in thoi, qun l c s d liu, gii p thc mc ca khch hng v cc sn phm e-banking v ph trch vic pht trin cc loi hnh sn phm mi trn nn tng cng ngh Ngn hng in t - B phn Marketing: nhim v chnh l qung b rng ri cc sn phm ca e-banking, thu ht khch hng s dng cc sn phm e-banking. - B phn h tr k thut: va c nhim v h tr ci t, hng dn khch hng s dng e-banking va pht trin cc ng dng phn mm mi phc v cho vic qun l dch v Ngn hng in t. 2.2.2 H thng Ngn hng in t ti ACB 2.2.2.1 Phn cng : s mng Ngn hng
Nhm m bo s giao dch thun tin v cht lng tt, va an ton cho hot ng ca Ngn hng, va c th x l c cc giao dch ca Ngn hng
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in t, Ngn hng Chu b tr hai my ch lin kt chy song song vi nhau: Server Ngn hng in t v Sever CoreBanking theo m hnh di y.
Theo m hnh ny, cc giao dch trn web s c x l ti Server Ngn hng in t, sau nh k s c cp nht sang Server Corebanking v ngc li. 2.2.2.2 Phn mm:
Nhng phn mm v cng ngh chuyn dng c s dng trong Ngn hng Chu. a. Phn mm bo mt : chng ch s (CA ). - Ngy 30/09/2003, ACB chnh thc k hp ng ng dng chng ch s trong giao dch Ngn hng in t vi Cng ty Phn mm v Truyn thng
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VASC nh cung cp chng thc s (Certification Authorities CA). Nh cung cp CA s c trch nhim m bo ba vn c bn: Chng thc nguyn gc d liu, chng xem trm, v ton vn d liu. - Cng ngh: VASC-CA cung cp VASC Individual - Class 3 a ra mc bo him cao, xc thc cc thng tin cn thit thng qua b phn qun l ng k (RA). N ch c ng k ti t nc m VASC-CA c RA. Hn s dng l 1 nm. - Chng ch s c da trn thut ton m kha cng khai m m hnh l vic dng cp kho chung v kha b mt. - Cn c vo chng ch s ca bn h thng c th kim tra xem bn c thm quyn khi truy cp vo h thng hay khng, trnh khi s mo danh bn truy cp cc h thng cng nh trao i thng tin. Vi vic m ha th chng ch s cung cp cho bn mt gii php thc s m bo gip bn hon ton yn tm khi tham gia trao i thng tin v giao dch trn Internet. - Yu cu k thut ca chng ch s : l tt c cc trnh ng dng h tr chun X509v3 nh: + Netscape Navigator v3.xx + Netscape Communicator v4.xx + Microsoft Internet explorer v3.02 hoc cao hn - Ngn hng Chu s dng hai chng ch s ca VASC-CA : + Chng ch s cho nh pht trin phn mm dng bo m cc phn mm.
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+ Chng ch s cho server dng m bo an ton v bo mt cho cc server. - Ch k in t c nhn vi tnh nng: + Tnh xc thc: kt hp vi E-mail, dng nh mt bng chng nhn din ngi gi + Tnh ton vn: khi mt thng ip c k bng ch k in t, ngi nhn c th xc nh c rng ni dung ca thng ip c b gi mo hay khng. + Ngoi ra, chng ch s c nhn cn cho php ngi dng c th chng thc mnh vi mt web server thng qua giao thc bo mt SSL. Phng php chng thc da trn chng ch s c nh gi l tt, an ton v bo mt hn phng php chng thc truyn thng da trn mt khu. - Ch k in t cho Server vi tnh nng : + Cho php bn cu hnh Website c giao thc bo mt SSL, cung cp cho Website ca bn mt nh danh duy nht nhm m bo vi khch hng ca bn v tnh xc thc v tnh hp php ca Website. + Chng ch s SSL Server (Secure Socket Layer): l mt giao thc c pht trin bi Nestcape cho vic trao i d liu c nhn thng qua mi trng Internet. SSL s dng h thng mt m gm 2 kho m ha d liu: mt kho chung cung cp cho mi ngi v mt kho b mt ch ngi nhn thng ip mi bit. SSL cho php trao i thng tin an ton v bo mt gia Website vi khch hng, nhn vin v i tc ca bn thng qua cng ngh SSL m ni bt l:
Thc hin mua bn bng th tn dng
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Bo v nhng thng tin nhy cm ca c nhn m bo cc hacker khng th d tm c mt khu
b. Phn mm s dng lu tr c s d liu : (Oracle Database 10g) Oracle Database h tr vic lu tr khi lng d liu ln ln n hng terabytes ca Ngn hng, v s dng ti a hiu qu cc thit b lu tr tin tin nh TCBS, Oracle cho php qun l v cp pht cc khng gian lu tr mt cch mm do v y nht. ng thi, n h tr mt s lng ln ngi s dng truy cp v thao tc ng thi trn cng mt d liu. Tuy nhin, trong mi trng nhiu ngi s dng vi cc thao tc khc nhau, Oracle vn m bo c hiu sut ti u ca ton b h thng, m bo c tnh ton vn ca d liu v gim thiu xung t gia nhng ngi s dng khc nhau. c. Cng ngh core-banking (Symbol) : Core-banking l cng ngh phn mm li x l a dch v vi c s d liu tp trung. ACB ng dng core-banking t nm 2001 v hin nay ang trin khai rt tt, phc v cho vic giao dch, qun l c s d liu ca khch hng, hot ng ca cc sn phm e-banking, sn giao dch vng. d. Phn mm h thng Gii php Ngn hng ton din (The Complete Banking Solution TCBS). Gii php ny c cung cp bi OSI (Open Solutions Incorporation) c tr s chnh ti Hoa K. H thng c trin khai ti ACB thng qua i tc phn phi l cng ty Thin Nam. Gii php TCBS c thit k mm do, s ha cao cho php ACB cung cp cho khch hng nhiu sn phm c th, c hm lng cng ngh cao nh: qun l tin mt, sn phm bao thanh ton, qun
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l s liu gi vng v ngoi t, d thng x s, v gn y nht l sn giao dch vng, gp phn gi vng v tr hng u ca ACB trong khi cc Ngn hng thng mi c phn ti Vit Nam. e. Mng ring o ca Ngn hng (VPN): Mng ring o hay VPN (vit tt cho Virtual B mt Network) l mt mng dnh ring kt ni mng LAN ca Ngn hng da trn mt ng truyn internet do Ngn hng thu ring. Mng VPN (Virtual B mt Network) l mt mng ring c xy dng trn mt nn tng h tng mng cng cng nh mng Internet, s dng cho vic truyn thng ring t. Gii php VPN cho php khch hng c th truy cp ti nh hoc khi i cng tc xa vn c th truy cp c vo mng Ngn hng kim tra v giao dch bng vic s dng h tng mng kt ni ni ht ti mt ISP. Trong qu trnh thc hin, VPN kt ni v thit lp ng truyn gia khch hng vi mng Ngn hng. T y khch hng s dng c th thc hin cc cng vic nh ang ngi cng ty thay v n Ngn hng. Kt ni VPN cng cho php cc t chc kt ni lin mng gia cc a im n ISP. Kt ni trc tip c th gim chi ph gi ng di qua dial-up v chi ph thu ng leased line ng di. Mi d liu, gi truyn thng chuyn i u c m ho m bo an ton nht. Cc m hnh VPN: - Truy Cp t xa (remote-Access): hay cng c gi l Mng quay s ring o (Virtual B mt Dial-up Network) hay VPDN, y l dng kt ni User-to-Lan p dng cho nhn vin c nhu cu kt ni ti mng ring (b mt network) t cc a im t xa v bng cc thit b khc nhau.
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- Intranet VPN: kt ni cc mng cc b ca cc chi nhnh vo mt mng ring thng nht. - Internet VPN: kt ni t mng WAN vo mng cc b 2.2.3 Cc dch v Ngn hng in t c trin khai ti ACB 2.2.3.1 Internet-banking: y l dch v Ngn hng qung b hot ng v cung cp thng tin n khch hng thng qua website c ACB xy dng v cp nht thng xuyn. Truy cp vo website http://www.acb.com.vn, khch hng c th nhn c nhng thng tin lin quan n hot ng ca Ngn hng, cc thng tin v sn phm, dch v mi. Khch hng cng c th tham kho biu ph dch v, li sut, t gi, tham kho cc ch dn khi mun ng k, s dng dch v. a. Tin ch ca sn phm: - Thng qua trang web www.acb.com.vn, khch hng c th bit c: + Thng tin sn phm, dch v mi ca Ngn hng mt cc nhanh chng (sn phm tin gi thanh ton, sn phm tin gi tit kim, sn phm tn dng, sn phm Ngn hng in t, thanh ton quc t, cc dch v th), cc thng tin ca cng ty a c, chng khon, sn giao dch vng + Thng tin v biu ph, li sut tit kim, t gi hi oi + Thng tin v gi chng khon. + Bng gi vng trc tuyn ca sn giao dch vng. - ng k th trn mng. - ng k vay trn mng. - Xem v in giao dch tng thng
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- Kim tra s d ti khon, s d th b. i tng khch hng: tt c cc khch hng c. Nguyn tc hot ng: Mi khch hng n giao dch ti ACB ln u tin s c cp ngay m s truy cp v mt khu truy cp vo website ca ACB v s dng dch v. Tt c cc tin ch nu trn c mi khch hng kim tra v giao dch mt cch c lp v bo mt. d. C ch bo mt: H thng Internet-banking c bo mt da trn: - Xc thc ngi s dng bng m s truy cp, mt khu. - Khi nhp sai mt khu 5 ln, h thng s kha li. - Cng ngh m ha d liu trn ng truyn SSL (Secure Socket Layer ) - Firewall 2.2.3.2 Phone-banking: y l dch v truy vn thng tin c bn do Ngn hng cung cp cho khch hng ca mnh thng qua in thoi. a. Tin ch ca sn phm: - Kim tra s d ti khon tin gi thanh ton - Nghe 5 giao dch pht sinh mi nht - Kim tra cc thng tin v li sut, t gi hi oi - Kim tra cc thng tin chng khon (kt qu khp lnh, kt qu 5 giao dch t mua, t bn)
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- Yu cu Ngn hng fax bng lit k giao dch, li sut tit kim, t gi hi oi - Yu cu Ngn hng fax bn gi chng khon, lit k giao dch chng khon b. i tng khch hng: tt c cc khch hng c. Nguyn tc hot ng: Khch hng khi cn bit thng tin s gi n s in thoi c nh do Ngn hng quy nh trc v thc hin tun t cc bc theo hng dn t ng bng cch s dng cc phm s v phm chc nng ca in thoi, khch hng s nhn c cc thng tin phn hi da trn phn mm c cp nht thng tin v ci t sn. d. C ch bo mt: H thng Phone-banking c bo mt da trn: - Xc thc ngi s dng bng m s truy cp, mt khu. - Khi nhp sai mt khu 5 ln, h thng s kha li. 2.2.3.3 Mobile-banking: y l knh phn phi ca dch v Ngn hng in t ca ACB cho php khch hng (c ti khon hay cha c ti khon ti ACB) dng in thoi di ng nhn tin theo mu quy nh ca Ngn hng n tng i 997 yu cu Ngn hng cung cp cc dch v: thng tin v ti khon tin gi thanh ton, thng tin th, thng tin v t gi, chng khon v thanh ton cc ho n, chuyn tin t ti khon tin gi thanh ton qua th bng tin nhn in thoi di ng.
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a. Tin ch ca sn phm: - Nhn tin nhn khi s d ti khon tin gi thanh ton, ti khon th thay i - Xem s d ti khon tin gi thanh ton, s d th hin ti - Xem 5 lit k giao dch gn nht - Xem thng tin v li sut, t gi hi oi, gi chng khon - Nhn tin nhn thng bo kt qu giao dch chng khon. - ng k lm th - ng k vay tn chp - Kim tra tin nhn bng CMND/Passport. - Thanh ton cc ha n: tin in (cho nhiu in k), tin nc (cho nhiu danh b nc), cc in thoi bn (cho nhiu s in thoi bn), cc in thoi di ng (cho nhiu s in thoi di ng), tin internet (cho nhiu thu bao internet), tin bo him (cho nhiu hp ng bo him), cc truyn hnh cp (cho nhiu thu bao truyn hnh cp) - Chuyn tin t ti khon tin gi thanh ton qua th: + Th Visa Electron, Visa Classic, Visa Gold, Visa Business , Visa Depit + Th Master Electronic, MasterCard Standard, Gold MasterCard, MasterCard Dynamic + Th Citimart, Saigon Tourist, Mai Linh, eCard b. i tng khch hng: tt c cc khch hng
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c. Nguyn tc hot ng: Ty theo nhu cu, vi chic in thoi di ng, khch hng son tin nhn theo c php c quy c cho tng dch v, sau nhn tin n tng i 997 s c Ngn hng cung cp cc thng tin cn thit hoc c Ngn hng thc hin lnh theo yu cu. i vi dch v thanh ton tin hng ha, dch v cho n v chp nhn, vi yu cu bo mt v m bo tnh chnh xc ca thng tin, mt s cu lnh ngh xc nhn giao dch th hin di dng tin nhn s c lu chuyn gia ngi s dng v trung tm x l t ti Ngn hng khi thc hin giao dch. d. C ch bo mt: H thng Mobile-banking c bo mt da trn: - Xc thc ngi s dng bng m s truy cp, mt khu. - Khi nhp sai mt khu 5 ln, h thng s kha li. - Xc thc s in thoi di ng ng k ca khch hng - Xc thc mt k t mt m trong chiu di mt m, hn mc khi khch hng nhn tin thanh ton - Khch hng mun thanh ton phi ng k trc vi Ngn hng. 2.2.3.4 Home-banking:
y l knh phn phi ca dch v Ngn hng in t ca ACB cho php khch hng c th thc hin cc giao dch thanh ton, chuyn khon, chuyn tin, chuyn i ngoi t mi lc, mi ni m khng cn n Ngn hng. Khch hng kt ni vo h thng Home-banking, vo trang web http://homebanking.acb.com.vn ca Ngn hng Chu thc hin giao dch
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a. Tin ch ca sn phm: - Tra cu cc thng tin ti khon nh kim tra s d, lit k giao dch. - Chuyn khon trong hoc ngoi h thng ACB - Thanh ton cc ha n (cc ph in, nc, in thoi) - Chuyn tin cho ngi nhn bng CMND hoc passport trong hoc ngoi h thng ACB - Chuyn tin vo th trong hoc ngoi h thng ACB. - Chuyn i ngoi t sang ti khon tin gi thanh ton VND trong h thng ACB b. i tng khch hng: Khch hng doanh nghip, cng ty, khch hng c nhn VIP t xp loi BBB tr ln (theo quy nh ca chnh sch khch hng c nhn) c. Nguyn tc hot ng: Dch v ny p ng yu cu giao dch ca khch hng 24/24 v sut 7 ngy trong tun. Khch hng cn c my tnh kt ni vi Internet v khch hng phi ng nhp vo h thng thanh ton trc tuyn trn mng ca ACB (homebanking.acb.com.vn) ng k ch k in t vi VASC sau khi khai bo y cc chi tit v c bit l a ch e-mail nhn ch k qua e-mail ng k trn hp ng Home-banking. K n, khch hng phi ng k ch k ny vi Ngn hng ACB lu "ch k mu" nhm xc nhn cho mi ln giao dch. Ch k in t sau khi ti v my vi tnh c th xut ngay ra mt tp tin hoc nhiu file khc nhau v lun chuyn sang my khc thc hin giao dch.
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Lnh thanh ton ca Ngn hng sau khi khch hng yu cu s c xc nhn bi 2 ch k in t. Th nht l ch k ca ngi c quyn son tho lnh; th hai l ch k ca ngi xc nhn lnh (chuyn khon, chuyn tin). V d, k ton trng ca mt cng ty s to lnh chuyn khon cho khch hng; sau , gim c cng ty phi xc nhn lnh th lnh s c thc hin ngay. Hin nay, Ngn hng p ng cc yu cu thanh ton tt c cc loi ho n, chuyn khon v chuyn tin bng chng minh nhn dn, passport, chuyn tin vo th, chuyn i ngoi t. i tng c chuyn khon bao gm cc ti khon trong cng h thng ACB hoc ngoi h thng (Ngn hng khc). Cn i tng nhn tin t ti khon ca ACB (chuyn tin) c nhn tin bng chng minh nhn dn hoc h chiu; i tng ny bao gm khch hng thuc h thng ACB hoc ngoi h thng. d. C ch bo mt: - Xc thc s in thoi kt ni - Bo mt trn ng truyn - Xc thc ngi s dng v mt khu - Xc thc my tnh kt ni - Xc thc chng t in t - ch k in t 2.2.3.5 Call center (Tng i 247):
y l dch v c t chc tp trung vi phn trung tm l mt tng i c b tr trc 24/7. Khch hng khi pht sinh yu cu s dng mt s dch v ca Ngn hng, truy vn thng tin hoc yu cu gii p thc mc s thc hin gi n s in thoi ca tng i 08.8247247 t lnh thc hin dch v hoc yu cu c t vn, hng dn.
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a. Tin ch sn phm: - T vn v gii thiu qua in thoi cc sn phm, dch v ca Ngn hng, cc hnh thc chuyn tin - T vn cho khch hng cc hnh thc cho vay c nhn - Cung cp thng tin v t gi, li sut tin gi, biu ph - Gii thiu cc sn phm th vi tin ch v th tc, iu kin pht hnh - Gii thiu a ch mua sm hng ha bng th - Cung cp s d ti khon th, gii p thc mc, khiu ni trong qu trnh s dng th - Thc hin cc yu cu thanh ton ca khch hng - Thc hin yu cu chuyn tin t ti khon th sang ti khon tin gi v ngc li; chuyn tin gia cc ti khon th vi nhau hoc chuyn tin cho mt ngi khc nhn bng CMND ti mt Ngn hng khc Vit Nam b. i tng khch hng: tt c cc khch hng 2.2.4 So snh cc tin ch ca dch v Ngn hng in t ca ACB vi cc ngn hng TMCP: Vit Nam hin nay, Ngn hng in t ch pht trin mnh Ngn hng ng , Techcombank, ACB v Vietcombank, cn mt s Ngn hng ang trong giai on pht trin l Sacombank, BIDV, SCB, ch yu cc Ngn hng vn pht trin theo kiu giao dch truyn thng. Sau y l bng so snh gia cc sn phm ca Ngn hng thng mi c phn Chu so vi cc Ngn hng mnh v E-banking.
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Bng 2.2 So snh cc tin ch ca dch v Ngn hng in t ca ACB v cc Ngn hng TMCP
Chc nng Internet-banking Kim tra s d ti khon, s d th Xem v in giao dch tng thng Cp nht nhng thng tin v sn phm mi nht ca Ngn hng Tham kho biu ph, li sut tit kim, t gi hi oi Tham kho thng tin v gi chng khon Tham kho bng gi vng trc tuyn ca sn giao dch vng ng k th trn mng ng k vay trn mng Chuyn khon t ti khon th n ti khon th Thanh ton trc tuyn trn mng Thanh ton ha n Mua th tr trc v lit k giao dch mua th tr trc Home-banking Tra cu thng tin ti khon ( xem s d, lit k v in giao dch) Cp nht nhng thng tin mi nht v Ngn hng, tham kho li sut tit kim, t gi hi oi Thanh ton ha n (cc ph in, nc, in thoi, internet) Chuyn khon trn mng Chuyn i ngoi t t TGTT ngoi t sang ti khon x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x ACB VCB Techcom bank EAB
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tin gi thanh ton VND trong cng h thng Hng dn ci t min ph Phone-banking Kim tra s d tin gi thanh ton Nghe 5 giao dch pht sinh mi nht Nghe thng tin v li sut, t gi hi oi v gi chng khon Yu cu gi bn fax lit k giao dch, li sut tit kim v t gi hi oi. Yu cu gi bn fax gi chng khon, lit k giao dch chng khon Mobile-banking Xem thng tin s d ti khon, s d th Kim tra 5 giao dch pht sinh mi nht Nhn tin nhn khi s d ti khon thay i Xem thng tin v li sut, t gi hi oi, gi chng khon Thanh ton ha n (in, nc, in thoi) Chuyn khon trn mng Nhn tin nhn thng bo kt qu giao dch chng khon ng k lm th ng k vay tn chp Thanh ton trc tuyn Mua th tr trc v lit k giao dch mua th tr trc M/kha ti khon th Ngun: Tng hp thng tin t cc trang web ca ACB, VCB, EAB, Techcombank cp nht n ngy 26/08/2008 x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x
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Nhn chung, hin nay dch v Home-banking ti ACB c pht trin mnh nht so vi cc ngn hng c trin khai dch v ngn hng in t. Ngoi ra, dch v ngn hng in t ca ACB cng rt a dng v phong ph so vi cc NHTM khc. Tuy nhin, vn c mt s dch v tnh nng cn hn ch (Mobilebanking, Internet-banking). V vy, nu ACB u t nhiu hn na v ngy cng pht trin nhiu tnh nng ca cc dch v hn na th ACB s l Ngn hng hng u v E-banking hin nay ti Vit Nam. 2.2.5 Kt qu kinh doanh t Ngn hng in t trong thi gian qua Bng 2.3: Kt qu kinh doanh t dch v Home-banking v Mobile-banking t nm 2004 n thng 6 nm 2008
Ch tiu 2004 2005 Thc So vi hin 2004 2006 Thc So vi hin 2005 2007 Thc So vi hin 2006 n T.6/2008
Home-banking Doanh s (t ng) S lng khch hng S lng giao dch 180 596 570 890 317% 149% 888 1,163 156% 131% 3,087 1,517 348% 130% 169% 2,424 1,774 32,374
5,105 15,764
309% 20,366 Mobile-banking
129% 34,358
Doanh s (t ng) S lng khch hng S lng giao dch
9,5 2,921
10,3 3,278
108% 112%
8,7 3,500
84% 107%
8,4 3,794
97% 108% 78%
4.8 3,953 6,000
1,776 19,620 1105% 14,509
74% 11,281
Ngun: Bo co nh k ca Phng Ngn hng in t ACB t nm 2004 n thng 6/2008
Qua s liu thng k cho thy lng khch hng quan tm n dch v Home-banking v Mobile-banking tng mnh theo thi gian. Tnh n thng 6 nm 2008, lng khch hng k hp ng giao dch Home-banking, k c khch hng c nhn v khch hng doanh nghip t 117% so vi nm 2007 (1,774
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khch hng). Ngoi ra, dch v Mobile-banking cng c nhiu khch hng a chung. Vi dch v ny, chic in thoi di ng tr thnh ngi bn thn thit v cng c h tr thng tin c lc cho khch hng. n thi im hin nay, khong hn 100,000 khch hng c ti khon hoc c s dng dch v th ti ACB s dng dch v Mobile-banking, trong c khong 3,953 khch hng c s dng dch v thanh ton qua Mobile-banking. S lng giao dch thc hin hng nm qua dch v Home-banking cng tng cao, th hin s quan tm s dng dch v Ngn hng in t ca khch hng l rt ln vi s lng ngy cng tng. Tng t, doanh s t c t dch v Home-banking cng u tng hng nm gp hn 3 ln so vi nm trc, tnh n thi im hin nay t n 2,424 t ng. Tuy nhin trong thi gian qua, p ng nhu cu ngy cng cao v nhm cung cp ngy cng nhiu sn phm tin ch cho khch hng, ACB khng ngng pht trin v cung cp thm mt s sn phm mi v vy khch hng c nhiu sn phm la chn v s dng theo tng mc ch ring nn doanh s v s lng giao dch ca khch hng i vi dch v Mobile-banking c gim do khch hng s dng sang cc sn phm, dch v mi nh Call center, dch v thu h tin in ... nhng nhn chung s lng khch hng giao dch qua Mobilebanking vn tng u hng nm trung bnh t 7% n 8%. T kt qu phn tch trn cho thy khch hng rt quan tm s dng dch v Home-banking v Mobile-banking vi s lng ngy cng tng.
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2.3 NHNG THUN LI V KH KHN KHI PHT TRIN DCH V NGN HNG IN T TI ACB 2.3.1 i vi Ngn hng: 2.3.1.1 Thun li: Trong nhiu nm lin, ACB lin tc nhn c s tha nhn v ng h ca x hi, ca cng ng quc t cng nh lin tc nhn c cc gii thng cao qu ca khi Ngn hng. Chnh v vy, thng hiu ACB ngy cng c cng chng bit n nhiu hn trong lnh vc ti chnh Ngn hng, y cng l th mnh ACB c th to c uy tn v nim tin cho khch hng, mt iu kin thun li pht trin, gii thiu dch v Ngn hng in t vi khch hng. Ngoi ra, nhn c cc gii thng c gi tr do cc t chc c uy tn trong lnh vc Ngn hng trao tng cng l nh ACB c Ban lnh o tm huyt, ti nng, sc nh hng v lo li con thuyn ACB i n thnh cng. Vic pht trin dch v Ngn hng in t ph hp vi ch trng, chnh sch v nh hng ca Nh nc v Ngn hng nh nc nn ACB cng c c s ng h t pha Chnh ph v ngy cng c to iu kin thun li hn pht trin dch v ny. ACB c i ng cn b nhn vin tr, tui trung bnh khong di 30 tui. Nh vy, ACB rt d thch nghi vi cc cng ngh, k thut tin tin nht v ngi tr rt ham hc hi v nhanh tip thu nhng cng ngh mi, hin i. Vic gia nhp WTO to iu kin cho s hp tc ca cc t chc ti chnh trong v ngoi nc, v vy ACB nhn c s h tr k thut t cc
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i tc chin lc, do gip ACB khng ngng nng cao cht lng dch v v trnh cng ngh ca Ngn hng. Trong 15 nm hot ng vi phng chm l Ngn hng ca mi nh, ACB thu ht c hn 1,135,000 khch hng c nhn. Khch hng c nhn ca ACB a s c mc sng v trnh hc vn kh cao, rt thun tin cho vic pht trin nhng dch v Ngn hng hin i, nht l dch v Ngn hng in t. Bn cnh , ACB l Ngn hng u tin s dng Core-banking vo nm 2001 nn y cng l mt iu kin thun li pht trin Ngn hng in t. 2.3.1.2 Kh khn: T l khch hng ACB c s dng Radio v Internet cn thp, gy kh khn trong vic qung b hnh nh, sn phm dch v Ngn hng qua knh ny. Do thi quen dng tin mt cha thay i, mn hng tr gi hng trm triu, hng t ng vn c thanh ton bng tin mt v khng b kim sot nn Ngn hng in t rt kh pht trin. Nh vy, c th ni mt trong nhng nguyn nhn km hm vic thanh ton in t l do s hiu bit v chp nhn cc dch v Ngn hng in t ca con ngi. C s h tng mng vin thng ca Vit Nam cn nhiu hn ch, c bit l mng thng tin di ng, rt thng hay xy ra tnh trng mt sng hoc qu ti. im yu ny s gy ra khng t kh khn cho vic pht trin Ngn hng in t ti Vit Nam ni chung v ti ACB ni ring. C th k n cc v d nh khi khch hng s dng dch v thanh ton qua Mobile-banking m tin nhn b kt li t khch hng n Ngn hng hoc t Ngn hng phn hi li khch hng th giao dch s rt kh c th din ra thnh cng.
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Vic ngy cng c nhiu ti phm mng ngy m dm ng ti v in t ca khch hng cng ang l mt tr ngi khin Ngn hng in t chm pht trin. Tnh trng la o, trm tin thng qua mng Internet ngy cng pht trin. im c th ca loi ti phm ny l chng c th ngi bt k u tn cng vi thi gian thc hin ngn v t li du vt. V vy, iu ny gy khng t u lo cho khch hng s dng cc dch v Ngn hng in t. y cng l mt trong nhng l do v sao ACB cha pht trin dch v thanh ton qua Internet. Mt bng dn tr ti Vit Nam cha ng u gia cc vng nng thn v thnh th nn hin nay Ngn hng in t ch pht trin mnh Thnh ph H Ch Minh v cn hn ch cc khu vc ngoi thnh ph. C s php l i vi Ngn hng in t tuy c nhng vic ban hnh cng chm tr, vn cn chung chung, cha c hng dn chi tit v vn cn hn ch i vi mt s giao dch nn mt s khch hng s dng Ngn hng in t nhng c nhng giao dch vn phi n tn Ngn hng m bo y giy t. Tnh hnh nhn s c nhiu bin ng, cc nguyn nhn gy kh khn trong vic gi chn cc nhn s gii c th k n l khng c cc khon tin thng ng vin di hn, thiu linh hot trong cng vic, khng c c hi pht trin ngh nghip, phc li km hp dn, iu ny gy khng t kh khn cho s pht trin ca Ngn hng, c th k n l t l nhn vin thi vic cn cao, chi ph o to tng cao, li nhun gim, thiu ht qun l cp trung gian do khng thi gian o to
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2.3.2 i vi khch hng: 2.3.2.1 Tin ch: Vi mt chic my tnh hoc in thoi, khch hng c th lin lc vi Ngn hng bit thng tin nng hi nht nh bin ng t gi, gi chng khon v c th thc hin cc giao dch mt cch nhanh chng, hiu qu v gim bt cc th tc hnh chnh. S dng dch v Ngn hng in t, khch hng c th tit kim c mt lng ln thi gian v chi ph i li giao dch vi Ngn hng. Vi sn phm Home-banking, cc doanh nghip cng gim c nhn s phi trc tip n Ngn hng giao dch, ch i, Ngoi ra, lnh o n v c th k duyt cc chng t giao dch mi lc mi ni v c th gim st ngay tc th s d ti khon, giao dch pht sinh trn ti khon. V hn th na, vi nhng tiu chun chun ha, khch hng c phc v tn ty v chnh xc thay v phi ty thuc vo thi phc v khc nhau ca cc nhn vin Ngn hng. Hin nay, khch hng c min ph s dng dch v Ngn hng in t ti ACB. Ph chuyn tin, chuyn khon ca cc dch v Ngn hng in t ch bng vi ph chuyn tin, chuyn khon trc tip ti cc chi nhnh, phng giao dch. 2.3.2.2 Kh khn: Khch hng vn quen vi cc nghip v giao dch truyn thng, nhiu khch hng mun trc tip giao dch vi nhn vin Ngn hng c th din gii
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d dng hn, thng tin ly trn mng khng th y nh mt nhn vin chuyn trch ca Ngn hng. Nhiu khch hng cha hiu lm v nhng dch v mi ny hoc cha quen lm vic trn mng nn khng thch tham gia s dng v nhng giao dch vi Ngn hng bao gi cng gn lin vi ti sn, tin bc, cng nh c hi kinh doanh ca h nn h lun mun s chc chn, an ton cho mnh, khng mun mo him vo ci mi, cha ph bin. Khch hng cha tin tng lm v bo mt, an ton ca dch v Ngn hng in t, i vi h nu c xy ra tranh chp th chng t bng giy vn lun l bng chng hng hn hn chng t in t, hn na chuyn hacker tn cng trn mng lun c cc phng tin thng tin, bo ch ni n, h khng th bit c h thng bo mt ca Ngn hng tt n u, c th m bo b mt, an ton cho ti sn cng nh cc giao dch ca h khng. Hin nay, hu ht cc lnh thanh ton thng thng u thc hin c qua mng, tuy nhin thanh ton bng ngoi t cho n v khc th phi c chng t, ha n km theo chng minh cc khon thanh ton theo quy nh qun l ngoi hi ca Ngn hng Nh nc nn khch hng khng th thanh ton qua mng c iu ny gy bt tin cho khch hng s dng dch v Ngn hng in t v h vn phi ra Ngn hng giao dch khi thanh ton cc loi lnh nu trn.
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2.4 NHNG THNH CNG V HN CH CA ACB TRONG VIC PHT TRIN DCH V NGN HNG IN T 2.4.1 V mt qun l: 2.4.1.1 Thnh cng Vi dch v Ngn hng in t, khch hng c th giao dch mi lc mi ni m khng phi trc tip n giao dch ti cc chi nhnh ca Ngn hng. V vy, Ngn hng c th gim bt nhn lc cc quy giao dch, gim bt sai st thao tc v s dng nhn s hu hiu hn. iu ny cng gp phn gim i nhiu chi ph khc c lin quan. in hnh l kt hp vi nhng nhn vin phc v trc tip cc sn phm truyn thng ti quy, ch cn 15 nhn vin ca phng Ngn hng in t, ACB c th phc v, gii quyt v thu ht c hn 1,774 khch hng hng s dng dch v Home-banking, khong hn 3,953 khch hng s dng dch v Mobile-banking, trong cha k n nhng khch hng a chung dch v Phone-banking, Internet-banking v Callcenter 247. Dch v Ngn hng in t mang li cho Ngn hng nng sut cao, Ngn hng c th ct gim cng vic giy t nh t ng ha, tng tc giao dch. Vi tc truy cp nhanh, dch v Internet-banking ca ACB c th p ng c khong 100,000 ngi cng mt lc truy cp vo trang web truy vn thng tin, thc hin cc giao dch. Ngoi ra, trung bnh mi ngy c t 3,000 n 5,000 giao dch Mobile-banking v Home-banking c thc hin thnh cng, trung bnh mt lnh thanh ton qua Tng i 247 ch mt khong 30 giy v mi ngy nhn vin Tng i 247 c th nhn v gii quyt 50 cuc in thoi/nhn vin. iu ny cng gip gim bt lng khch hng trc tip n giao dch ti quy mi ngy v gim lng giy t khng cn thit. Bn cnh , Ngn hng
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cng gim c khong chi ph tr lng cho nhn vin phi phc v ti quy i vi s lng khch hng v lng giao dch nu trn. Ngn hng in t gip ACB tng kh nng cung cp dch v, m rng phm vi hot ng, c bit l khi Ngn hng c h thng bo mt mnh cho php khch hng thanh ton qua mng Internet th Ngn hng c th m rng dch v ca mnh trn phm vi ton cu. Thng qua Ngn hng in t, ACB c th a dng ha cc sn phm, dch v lm tng kh nng tha mn nhu cu ca khch hng, do gip Ngn hng gi chn c nhng khch hng hin ti v thu ht thm nhiu khch hng mi m ti khon, giao dch ti Ngn hng, y mnh vic bn cho sn phm. Vi cc sn phm, dch v a dng v cng ngh hin i gp phn nng cao hnh nh ca ACB, y cng l mt cng c qung b thng hiu mt cch hiu qu. 2.4.1.2 Hn ch i ng nhn vin cn nhiu bin ng nh hng n vic pht trin i ng nhn vin k tha ca phng Ngn hng in t ni ring v ca ACB ni chung. Cht lng dch v Ngn hng in t cn cha tha mn khch hng nhng cp cao hn nh vic gi tin mt vo ti khon, vic ng k s dng dch v cn phi ti trc tip giao dch ti chi nhnh Ngn hng, hoc cc dch v Ngn hng in t cht lng cao hn cn cha c pht trin nh dch v cho thu ti chnh
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2.4.1.3 Nguyn nhn: Do chnh sch i ng i vi nhn vin gii cha hp dn v linh hot nn khng gi c ngi ti pht trin i ng nhn vin tim nng cho Ngn hng. Do s gii hn v php l v m bo s yn tm cho khch hng nn trc khi s dng cc dch v ngn hng in t, khc hng phi n ngn hng ng k giao dch thit lp cc chng t php l, thc hin s cam kt gia ngn hng v khch hng. 2.4.2 V mt cung ng dch v Ngn hng in t Sau thi gian cung cp cc sn phm, dch v Ngn hng in t, ACB lun khng ngng tm hiu cm nhn, nh gi ca khch hng nhm hon thin hn cc sn phm, dch v ca mnh. V vy vi s liu thu thp c trong t kho st va qua s gip cho ACB hiu hn v hnh vi, thi quen tiu dng, nhn xt v mc hi lng ca khch hng mc tiu i vi sn phm, dch v Ngn hng in t nhm xy dng v ngy cng ci thin cc sn phm, dch v hn na.
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2.4.2.1 c im i tng nghin cu

Biu 2.6: tui Biu 2.5: Gii tnh
Nam 47% T 46 - 55 9% T 36 - 45 30% Trn 55 3% Di 25 10%
N 53%
T 25 - 35 48%
Biu 2.7: Thi gian giao dch vi ACB

Trn 10 nm 4% T 5 - 10 nm 30% Di 2 nm 24%
T 2 - 5 nm 42%
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Biu 2.8: Ngh nghip

V hu, 4% Ni tr , Sinh vin, 5% 2% Khc, 1%
ang i lm 88%
Biu 2.9: Loi hnh cng ty ang lm vic

Cng ty 100% vn nc ngoi Cng ty c phn Doanh nghip nh nc Doanh nghip t nhn Cng ty TNHH 7.7% 13.7% 15.5% 26.2% 36.9%
2.4.2.2 Tnh hnh s dng dch v Ngn hng in t ti ACB
Biu 2.10: Dch v ang s dng

Cha s dng Home-banking Phone-banking Internet-banking Mobile-banking Tng i 247 12.0% 20.7% 23.7% 70.7% 75.9% 80.5%
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Biu 2.11: Ngun nhn bit thng tin

Khc T bm/t ri ngn hng Ngi thn, bn b, ng nghip Phng tin truyn thng Trang web ACB Nhn vin ngn hng t vn 1.7% 14.1% 16.2% 26.5% 27.8% 40.2%
Biu 2.12: Tin ch s dng

Khc Thanh ton/nhn lng Chuyn khon Cp nht thng tin, li sut Thanh ton ha n Kim tra s d 10.7% 18.4% 20.5% 34.2% 59.4% 72.2%
Biu 2.13: Tn sut s dng mi thng

T 30 - 40 ln 11% Khng nh 6% Di 10 ln 31%
T 20 - 30 ln 11% Trn 40 ln 9%
T 10 - 20 ln 32%
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Biu 2.14: L do s dng dch v

Khc p ng nhu cu thanh ton nhiu, lin tc Min ph dch v s dng Ngn hng c uy tn Giao dch tin li, nhanh chng 8.1% 41.9% 61.5% 74.4% 79.5%
nh gi v dch v Ngn hng in t ca ACB

Yu t Th tc s dng dch v n gin Thi gian thc hin v x l dch v nhanh chng Tnh bo mt cao Cch thc s dng dch v n gin Nhn vin nhit tnh, ch ng gii thch, t vn Nhn vin c kin thc nghip v Ph dch v hp l Cc vng mt, khiu ni ca khch hng c gii quyt nhanh chng, tha ng 1 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 2 3.4% 5.6% 4.3% 3.8% 6.0% 1.7% 4.7% 3 27.8% 45.7% 29.9% 28.6% 19.7% 34.6% 50.0% 4 42.3% 37.6% 37.6% 38.9% 52.1% 50.0% 31.2% 5 26.5% 11.1% 28.2% 28.6% 22.2% 13.7% 14.1%
0.0% 3.4% 12.4% 45.3% 38.9%
Biu 2.15: L do cha s dng dch v

Quen s dng dch v ca ngn hng khc Lo ngi th tc rm r Quen n giao dch ti ngn hng Khng quan tm Khng an tm, an ton Cha c nhu cu Dch v mi, cha bit, cha c thng tin 9.4% 12.5% 18.8% 25.0% 34.4% 46.9% 78.1%
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2.4.2.3 Nhn xt, nh gi Qua s liu thng k v nhng kin ng gp t 266 khch hng (trn tng s phiu pht ra l 300 phiu) vo thng 08 nm 2008, c th thy: Th nht: Hu nh cc khch hng ang s dng dch v Ngn hng in t a s l khch hng giao dch vi Ngn hng t 2 n 5 nm (42%), c ti khon thanh ton ti ACB v trong tui t 25 n 45. Th hai: Khong 40.2% khch hng bit n dch v Ngn hng in t l nh t vn ca nhn vin Ngn hng. Ngoi ra, cc knh phng tin truyn thng v trang web ACB cng l ngun thng tin c nhiu khch hng tham kho. Th ba: Nh tnh tin li v nhanh chng ca dch v Ngn hng in t m cc khch hng c th la chn cc dch v ph hp c th p ng c nhu cu ca tng c nhn v ty theo tng mc ch s dng. Do vic gi in thoi n Tng i 247 c nhn vin t vn, tr li thc mc v thanh ton cc giao dch l mt cch thc n gin nht, nn c a s khch hng chn s dng (80.5%). Trong , cc khch hng tui di 30 th nng ng, hin i nn a thch cc dch v Mobile-banking v Internet-banking. Dch v Home-banking hin nay ch gii hn dnh cho mt vi i tng khch hng c nhn thuc i tng ca chnh sch khch hng nn hin nay a s khch hng s dng dch v ny l cc doanh nghip. Th t: Mc ch ph bin nht ca khch hng s dng Mobile-banking l dng kim tra s d (72.2%) v thanh ton ha n (59.4%). a s khch hng gi in n tng i 247 thanh ton ha n, hoc nh t vn, thc mc v sn phm. i vi cc doanh nghip th giao dch ph bin nht l s dng
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dch v Home-banking cho vic chuyn khon, kim tra s d v lit k giao dch. Th nm: Ngoi nhng mt ng h dch v Ngn hng in t ca ACB, cng cn c nhng khch hng phn nn v tnh trng nghn mch v trc trc ng truyn Internet vn thng xuyn xy ra lm gin on cng vic. Khi s dng dch v Internet-banking, khch hng ch mi c th gi thc mc, gp , xem t gi, li sut, biu ph, xem s d trong ti khon, sao k giao dch, cn vic chuyn khon v thanh ton cc ha n tin in, nc, in thoi vn cha thc hin c. Dch v Home-banking hin nay ch gii hn dnh cho khch hng doanh
nghip v mt vi i tng khch hng VIP thuc chnh sch khch hng. Mt s kin ph bnh trnh nghip v nhn vin khng ng u dn
n cung cp cho khch hng cc thng tin khng chnh xc gy kh khn cho khch hng trong th tc, chng t v mt thi gian lm li nhiu ln cng mt cng vic. Cng c khch hng gp nn gim ph chuyn khon i vi dch v
Home-banking do Ngn hng khng tn chi ph cho nhn vin v mt bng nh vic chuyn khon trc tip ti Ngn hng nn ph chuyn khon bng nhau l cha hp l. Mc an ton v bo mt thng tin ca giao dch qua Homebanking cng c nhiu khch hng quan tm. Tuy nhin, nhn chung, cc khch hng ang s dng dch v Ngn hng in t ca ACB u hi lng v cht lng dch v sn phm v khong 100% khch hng s gii thiu dch v ny cho bn b, ngi thn, i tc kinh doanh s dng nu ACB tip tc duy tr v ci tin dch v hn na. Bn cnh , cng
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cn khong 12% khch hng c ti khon thanh ton ti ACB nhng cha s dng dch v Ngn hng in t do cha c nhu cu, cha quan tm v cm thy khng an tm, an ton. Tuy nhin cn mt l do kh quan trng l do nhiu khch hng (78.1%) cha c thng tin v dch v ny. V vy, ACB cng cn quan tm hn na trong vic cung cp thng tin r rng v chi tit hn khch hng hiu r v chp nhn s dng dch v.
KT LUN CHNG 2
Chng 2 khc ha bc tranh ton cnh v hot ng cung ng dch v Ngn hng in t ti Ngn hng TMCP Chu. Vi kt qu t c trong 15 nm qua v qun l, kinh doanh cng nh s pht trin v cng ngh gip ACB c nhng li th pht trin cc dch v Ngn hng in t. Chnh v vy ACB t c nhng thnh cng ng k v l mt trong nhng Ngn hng pht trin mnh v e-banking ti Vit Nam hin nay. Tuy nhin bn cnh nhng thun li, nhng thnh cng t c, c th do mi trng bn trong hoc bn ngoi, ACB vn cn c nhng kh khn nht nh khi pht trin dch v ny. Vic phn tch nhng kh khn, hn ch trong chng 2 s l nn tng cho cc gii php c th, kh thi chng 3 nhm gip ACB hon thin trong vic pht trin dch v Ngn hng in t, chim lnh c th trng v to li th cnh tranh, hi nhp vo xu th chung ca thi i.
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Chng 3: MT S GII PHP GP PHN PHT TRIN DCH V NGN HNG IN T TI NGN HNG THNG MI C PHN CHU 3.1. NH HNG PHT TRIN CNG NGH THNG TIN NGN
HNG N NM 2020 Cng ngh thng tin v truyn thng c vai tr c bit quan trng v c nh hng ln n nn kinh t ni chung v ngnh Ngn hng ni ring. Chnh v vy, Ngn hng nh nc Vit Nam lun coi trng v quan tm pht trin cng ngh thng tin v truyn thng trong lnh vc Ngn hng. Hin i ho Ngn hng l nhim v hng u v l mc tiu quan trng c t ra rt sm phc v cho chin lc pht trin ca ngnh Ngn hng, nht l trong qu trnh cng c, i mi cng ngh, c cu li v pht trin h thng Ngn hng. Nhng nm qua, ngnh Ngn hng tp trung u t xy dng, nng cp cc h thng h tng cng ngh thng tin v truyn thng Ngn hng; trin khai D n Hin i ho Ngn hng v h thng thanh ton giai on I, mt trong nhng D n ln v thnh cng nht Vit Nam v cng ngh thng tin v truyn thng. H thng k thut cng ngh Ngn hng v ang l cng c phc v c lc cho cng tc qun l, iu hnh ca Ngn hng Nh nc v thc thi chnh sch tin t, tn dng v hot ng Ngn hng, gp phn n nh tin t v pht trin kinh t t nc. i vi cc Ngn hng thng mi, cng ngh thng tin tr thnh cng c quan trng trong qun l, kinh doanh bo m an ton v hiu qu, thng qua vic tp trung ho ti khon khch hng, kim sot tt ngun vn, m rng v a dng ho cc loi hnh dch v hin i. Nhng thnh qu t c trong i mi
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v cng ngh thng tin to nn tng c s vt cht k thut thc y qu trnh hi nhp ca Ngn hng Vit Nam ni ring v nn kinh t ni chung vi khu vc v th gii. Qun trit ch trng ca B chnh tr v y mnh ng dng v pht trin cng ngh thng tin phc v s nghip cng nghip ha, hin i ha, ng thi trn c s nh hng chin lc ca ngnh Ngn hng giai on 2001-2020, i hi s pht trin cng ngh thng tin Ngn hng, nhng mc tiu, nh hng, nhim v l: 3.1.1 V mc tiu: M rng ng dng khoa hc k thut cng ngh tin tin trong mi lnh vc hot ng Ngn hng theo hng hin i ha, tun th cc chun mc quc t, phi t ba mc tiu c bn: Th nht, nng cao nng lc qun l ca Ngn hng Nh nc trn lnh vc tin t v hot ng Ngn hng, thc thi iu hnh qua chnh sch tin t, t gi, qun l ngoi hi v kim tra, thanh tra, gim st hot ng Ngn hng, tng bc xy dng Ngn hng Trung ng hin i, ch ng hi nhp vi cng ng ti chnh quc t. Th hai, ci cch, i mi ton din, hin i, m bo hot ng Ngn hng lnh mnh, hiu qu, bn vng trn c s ng dng cng ngh hin i v trnh qun l tin tin, c sc cnh tranh cao trong mi trng ton cu ha ca cc Ngn hng thng mi. Tng bc xy dng, hnh thnh cc m hnh tp on ti chnh ca Vit Nam. V sau cng, hin i ha h thng k ton v thanh ton, tip tc xy dng h thng qun l Ngn hng theo hng tp trung, ph hp vi xu th hi
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t cng ngh p dng cho cc t chc tn dng v Ngn hng Nh nc, pht trin v a dng ha cc sn phm, cc dch v Ngn hng hin i v to iu kin pht trin TMT Vit Nam. 3.1.2 V nh hng: Trc nht, cn tip tc to s chuyn bin mnh m trong cn b, cng chc, vin chc ngnh Ngn hng v nhn thc v phi coi ng dng v pht trin cng ngh thng tin l mt trong nhng nhim v quan trng, u tin hng u trong chin lc pht trin v i mi hot ng Ngn hng, l phng tin ch lc rt ngn khong cch pht trin so vi Ngn hng cc nc tin tin trong khu vc v trn th gii. Th hai, thc hin ng dng cng ngh thng tin vo hot ng Ngn hng phi la chn cng ngh tin tin, hin i, h thng m, hng n t ng ha v ph hp vi l trnh pht trin Ngn hng hin i; tun th cc chun mc quc t nhm i mi ton din cc Ngn hng. Th ba, tch cc o to, bi dng ngun nhn lc hin c, ng thi tuyn dng mi c v s lng ln cht lng kh nng n nhn chuyn giao cc cng ngh mi. V cui cng, cn tng cng hp tc v lnh vc cng ngh vi cc hng sn xut cng ngh, cc t chc ti chnh, Ngn hng khu vc v th gii. ng thi tranh th s h tr nhiu mt: ti chnh, k thut, kinh nghimca cc nc v t chc quc t tng bc a cng ngh v ng dng cng ngh thng tin vo Ngn hng Vit Nam n trnh cao. 3.1.3 V nhim v trng tm n nm 2020 Th nht, tng cng cng tc ch o tp trung, thng nht vic xy dng, trin khai k hoch, chng trnh, cc n, d n ng dng v pht trin
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cng ngh thng tin bo m s thng nht v tiu chun k thut cng ngh, l trnh pht trin, p ng yu cu lin kt h thng trong ton ngnh; phi hp cht ch gia cc n v ch tr, bo m tnh ng b gia yu cu nghip v k thut nhm t mc tiu, cht lng v hiu qu ca cc d n, n lnh vc cng ngh thng tin. Th hai, tch cc trin khai mnh cc n, d n ng dng cng ngh thng tin i vi tt c cc nghip v Ngn hng trong ton ngnh theo hng hin i ha, t ng ha sm mang li hiu qu, phc v nn kinh t ang pht trin nhanh. Th ba, hon thin h thng cc vn bn php l quy nh trong cc nghip v Ngn hng, c bit ch n cc nghip v lin quan trc tip n cng ngh thng tin sao cho ph hp vi Lut giao dch in t, ngh nh giao dch Ngn hng in t trong hot ng Ngn hng, c c s php l hon chnh, lm nn tng ng dng nhanh cng ngh thng tin trong hot ng Ngn hng. Th t, thng xuyn o to, o to li i ng cn b, k s chuyn lm cng ngh thng tin Ngn hng nng lc thc hin chuyn giao cng ngh hin i v lm ch c khoa hc k thut trong thi k mi, kh nng, trnh thit k sn xut nhng gi phn mm chuyn dng cho hot ng Ngn hng, bo m cht lng v an ton. Thng xuyn ph cp kin thc cng ngh thng tin cho i ng cn b qun l v cn b nghip v Ngn hng p ng yu cu k thut cng ngh mi tng bc chun ha v trnh cng ngh thng tin i vi cn b Ngn hng.
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Th nm, phi coi trng cng tc tuyn truyn, qung b trong ton x hi hiu bit v s dng cc dch v Ngn hng in t trn cc phng tin thng tin i chng v tt c cc cp ca Ngn hng v ton x hi. V cui cng, u tin u t vn cho ng dng v pht trin cng ngh thng tin, c bit l i vi cc Ngn hng nh, ang cn lc hu v cng ngh, c h thng qua cc gii php; ch ng tm ngun vn pht trin cng ngh cho chnh mnh, hoc lin kt, hp tc vi cc Ngn hng c trnh cng ngh cao hn; tip nhn v trin khai c hiu qu cc d n cng ngh thng tin t cc ngun ti tr trong nc v Quc t. 3.2 TI: Vi nhng thnh cng t c trong thi gian qua, ACB xc nh bc i v mc tiu ca Tm nhn n nm 2015 l tr thnh Tp on ti chnh Ngn hng hng u ti Vit Nam. i vi giai on t nay n nm 2010 - mc thi gian Vit Nam m ca hon ton i vi lnh vc ti chnh Ngn hng theo cam kt vi WTO, v c bit l nm ACB trn 18 tui - ACB xy dng mc tiu v k hoch hnh ng c th tng nm. n nm 2010 d kin c cu t chc mi s vn hnh mt cch y theo m hnh Tp on ACB, gm hai hot ng nng ct: Ngn hng thng mi ACB (bn l) v Ngn hng u t ACB vi i ng cn b nhn vin khong 10.000 ngi v khong 350 chi nhnh v phng giao dch. Vi tm nhn nu trn, ACB phi khng ngng cng c v pht trin i ng nhn vin chuyn nghip, c trnh tip thu, nm bt nhng kin thc mi, THI C V THCH THC I VI ACB TRONG VIC PHT
TRIN DCH V NGN HNG IN T TRONG THI GIAN SP
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pht trin nhng sn phm, dch v Ngn hng hin i nhm p ng nhu cu ngy cng cao ca khch hng. ACB cng cn tip tc pht trin, nghin cu, hon thin cc dch v Ngn hng in t hin c v xy dng cc dch v mi, cung cp thm nhiu tin ch mi cho khch hng nhm thu ht v duy tr s lng khch hng hiu bit ngy cng tng, phn u tr thnh Trung tm Ngn hng in t hng u ti Vit Nam. Ngoi vic pht trin Home-banking, Phone-banking v Mobile-banking, ACB cng cn y mnh vic pht trin Internet-banking, pht huy thm nhng tin ch ca sn phm e-banking nh vic thanh ton trc tuyn qua cc website mua bn qua mng, chuyn khon, thanh ton cc ha n tin in, nc, in thoi. Ngy cng pht huy ti a cc chc nng ca Ngn hng in t tch hp v h tr cc hot ng Ngn hng truyn thng. Vic gia nhp WTO l c hi ACB c cc i tc chin lc hp tc hc hi, chia s kinh nghim, nng cao trnh cng ngh v qun tr, lin kt, hp tc kinh doanh, pht trin sn phm mi T , tin ti vic mua bn quyn cc phn mm thng dng nhm xy dng hnh nh Ngn hng hin i trn th trng quc t. y l mt yu t bt buc khi Vit Nam gia nhp sn chi ln WTO. Mt khc, n cng gip tip cn cc cng ngh hin i trong lnh vc cng ngh Ngn hng tin tin. Ngoi ra, ACB cng khng ngng nng cao, hon thin mng li cng ngh thng tin, trnh qun tr h thng v bo mt thng tin nhm m bo ti a cho li ch ca khch hng khi tham gia s dng dch v Ngn hng in t,
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t nng cao nim tin ca khch hng vo cc dch v Ngn hng in t, dn dn bin n thnh thi quen thanh ton ca khch hng. 3.2.1 Thi c Vic gia nhp WTO cho php cc Ngn hng nc ngoi c u t mua c phn ca cc Ngn hng trong nc. Do , y cng l c hi cho cc Ngn hng trong nc cng nh ACB tng vn, tip thu kin thc, kinh nghim v cng ngh hin i v qun l v hot ng Ngn hng, v cc Ngn hng c la chn lm i tc chin lc u l cc Ngn hng ln c danh ting. Ngoi ra, vic gia nhp WTO cng to c hi v thc y cc doanh nghip trong nc tch cc cnh tranh th trng tn ti v pht trin, khng ch trong nc m cn m rng hot ng ra khu vc v th gii. Cc doanh nghip ny (c trong nc v nc ngoi) s tr thnh cc khch hng tim nng ca Ngn hng. Ngn hng l nh cung cp dch v, v vy, Ngn hng v cc t chc ti chnh tn dng c iu kin pht trin tt khi khch hng nhng ngi s dng dch v ca h lm n tt v pht trin. Kinh t Vit Nam tng trng tt, i sng nhn dn ngy cng nng cao r rt, cc ch s kinh t - x hi - con ngi ngy cng c hon thin. H tng cng ngh vin thng khng ngng c m rng, khng ngng nng cao, to c s vng chc cho vic pht trin TMT ni chung v nh Ngn hng in t ni ring. Nhn thc ca x hi v TMT ngy cng c nng cao. Hnh lang php l cho TMT, giao dch Ngn hng in t c hnh thnh v tip tc hon thin.
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nh hng pht trin thanh ton khng dng tin mt ca Chnh ph dn dn xy dng vn ha thanh ton khng dng tin mt trong nhn dn. 3.2.2 Thch thc Cnh tranh v cuc chy ua lm ch cng ngh mi, vic nhanh chng a sn phm, dch v mi ra th trng l mt c trng ca Ngn hng in t. Trong hot ng Ngn hng truyn thng, vic trin khai ng dng Ngn hng mi thng c tin hnh th nghim v hon thin trong mt thi gian di trc khi a ra th trng. Vi Ngn hng in t, do chu sc p cnh tranh, cc ng dng, sn phm mi c Ngn hng chp nhn vi thi gian th nghim ngn hn. V vy, i vi vic pht trin ng dng mi trong Ngn hng in t, xy dng mt chin lc pht trin hp l, phn tch ri ro, nh gi an ninh ang l nhng thch thc trong hot ng Ngn hng. S ph thuc cng ngh, giao dch Ngn hng in t c tch hp ngy cng nhiu trn cc h thng my tnh, trang thit b cng ngh thng tin v mng Internet cho php x l hiu qu cc giao dch in t trc tuyn. iu ny lm gim thiu cc sai st v gian ln thng pht sinh trong mi trng x l th cng truyn thng, nhng cng s lm tng s ph thuc vo thit k, cu trc, lin kt v quy m hot ng ca cc h thng cng ngh. S ph thuc vo i tc th ba, ng dng cng ngh thng tin lm tng tnh phc tp k thut trong qu trnh vn hnh, bo m an ninh, m rng quan h, lin kt vi cc nh cung cp dch v Internet, cng ty truyn thng v cc i tc cng ngh khc (i tc th ba), m trong s nhiu sn phm, dch v nm ngoi s kim sot ca Ngn hng.
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Ti phm mng, ti phm cng ngh cao, nh cp thng tin ti khon, thng tin c nhn trn mng ngy cng tng. iu khin ACB phi ch trng nhiu n cng tc kim sot an ninh, chng thc khch hng, bo v d liu, cc th tc kim ton theo vt, bo m tnh ring t ca khch hng. S chp nhn ca ngi dn, y l mt vn cng ng vai tr khng km phn quan trng trong vic pht trin dch v Ngn hng in t. Thc t hin nay cho thy vic thanh ton bng tin mt tr thnh thi quen ca ngi dn. V vy, vic thay i thi quen ny dn a dch v Ngn hng in t vo cuc sng cng l mt thch thc i vi cc ngn hng ni chung v ACB ni ring. 3.3 CC GII PHP PHT TRIN DCH V NGN HNG IN T TI ACB 3.3.1 y mnh vic qung b sn phm Vi c th vn ha tiu dng v thi quen s dng tin mt nh hin nay, cng tc tuyn truyn, qung b, tip th ngi dn bit, lm quen, thy c li ch thc s v chp nhn cc dch v ti chnh Ngn hng l rt quan trng. ACB cn lm cho khch hng hiu c dch v Ngn hng in t l g, n mang n cho h nhng tin ch g hn hn so vi dch v truyn thng m lu nay h vn s dng thng qua cc hnh thc sau: Th nht, t chc cc bui hi tho, hi ngh khch hng Thng qua cc bui hi tho, hi ngh ny, ACB c th gii thiu cc sn phm Ngn hng in t hin c, nhng pht trin trong tng lai v cung cp cho khch hng nhng kin thc cn thit v dch v Ngn hng in t nhm
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nng cao nhn thc, dn dn thay i thi quen s dng tin mt xa nay ca h. ng thi, Ngn hng cng cn lng nghe nhng kin v nhng vn khch hng cn lo ngi, gp kh khn trong vic s dng dch v ny Ngn hng s c nhng hng hon thin v pht trin cc dch v cho thch hp. Th hai, t chc cc chng trnh khuyn mi hp dn ACB cng nn pht trin nhiu hn na cc chng trnh khuyn mi vi nhng gii thng hp dn khuyn khch khch hng tm hiu v s dng cc dch v Ngn hng in t. Th ba, qung co thng qua bo i i vi nhng khch hng cha giao dch vi Ngn hng, nhng khch hng khng c thi gian tham gia cc bui hi tho, hi ngh th cc phng tin truyn thng cng l mt knh qung b sn phm n cng chng rt hu hiu. Th t, hon thin website ca Ngn hng website ca Ngn hng thc s l knh thng tin quan trng v l phng tin marketing hiu qu cho thng hiu cng nh cc sn phm ca Ngn hng, website ACB cn c thit k cho d s dng, thng tin cht ch, phong ph, y v c cp nht lin tc. T ng s dng phi r rng, d hiu gip khch hng nm bt c nhng thng tin thit yu trong thi gian ngn nht. Th nm, pht t ri y l phng php qung co trc tip n khch hng, to ra s thun tin v gip khch hng d dng tip cn vi cc dch v, sn phm m Ngn hng cn gii thiu.
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Th su, nhn vin cn ch ng t vn dch v Ngn hng in t vi khch hng Qua s liu thng k cng cho thy, vic nhn vin Ngn hng t vn sn phm chim t l kh cao n quyt nh s dng dch v Ngn hng in t ca khch hng. V vy, km vi vic khi khch hng m ti khon thanh ton ti ACB, nhn vin cn ch ng, nhit tnh t vn v pht cc t bm khch hng c th bit n cc tin ch gia tng ca dch v Ngn hng in t. Chng hn nh vic gii thiu v s tng i 247 ca Call center khch hng c th gi bt c khi no cn hoc nhn vin cng c th ch ng gii thiu v ng k cho khch hng s dng th dch v Mobile-banking, cung cp m s truy cp v mt khu khch hng c th truy cp vo Internet-banking, n tn cc cng ty, doanh nghip gii thiu v dch v Home-banking ca ACB.T s nhit tnh gii thiu, t vn tin ch ca cc dch v, khch hng c th hiu bit v bt u tip cn vi cc dch v Ngn hng in t, kch thch s tm hiu v s dng ca khch hng v t khch hng c th gii thiu n cc bn b, ng nghip, ngi thn... 3.3.2 Pht trin h tng c s v u t cc cng ngh hin i Nhng vn chnh mt Ngn hng cn lu khi pht trin dch v Ngn hng in t l: vn v cng ngh, an ton v bo mt, qun tr v phng nga ri ro. Chnh v vy, vic u t vo cng ngh hin i l vn sng cn i vi mi Ngn hng. Th nht, vn bo mt thng tin ACB cn ch u t vo cc cng ngh bo mt v an ton d liu t cc nc pht trin, bi v cng ngh bo mt khng ngng c ci tin v thay
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i lin tc. Trong mi trng kinh doanh y bin ng, khi nn kinh t cng pht trin th vic nh cp thng tin, nh cp tin trn mng, tin tc cng khng ngng pht trin, v chnh v vy, cng ngh bo mt cng phi khng ngng c ci tin, i mi. ACB cn ch trng vn ny v chnh vic xy dng c nhng cng ngh bo mt, an ton s to c lng tin ni khch hng, to cho khch hng s thoi mi, yn tm khi giao dch vi Ngn hng. ng thi, ACB cn tranh th s h tr k thut ca cc i tc chin lc hc hi kinh nghim cng nh mi cc chuyn gia nc ngoi t vn trong vic u t v s dng cc cng ngh bo mt, cng ngh thanh ton an ton. Th hai, pht trin h tng c s Ngn hng phi khng ngng u t pht trin h tng k thut mng, xy dng mt kt cu h tng cng ngh thng tin hin i. Bn cnh , ACB cng cn nng cp m rng ng truyn vi bng thng rng, dung lng ln, tc cao. Vic ci to ng truyn l mt gii php thit thc nhm gii quyt kh khn v mt truyn tin trn mng, hn ch ti a s nghn mng nh hng n cht lng ca dch v. 3.3.3 a dng ha, pht trin cc dch v Ngn hng in t c th a cc sn phm Ngn hng in t ngy cng ph bin vo i sng ca ngi dn, trc tin ACB cn hon thin cc sn phm, dch v truyn thng quen thuc, sn c c th duy tr lng khch hng hin ti, thu ht cc khch hng mi, khch hng tim nng, t tin n vic gii thiu, qung b cc sn phm mi, sn phm Ngn hng in t. Khi a c sn phm Ngn hng in t vo i sng ca ngi dn, to c lng tin ni
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khch hng th vic cung cp nhng tin ch ca sn phm v s a dng v sn phm l mt li th cnh tranh ca cc Ngn hng. Tuy nhin, hin ti cc Ngn hng thng mi Vit Nam mi ch pht trin mc nht nh, a s cc dch v Ngn hng in t ch yu ch dng li giao dch vn tin ti khon, kim tra s d ca ti khon, th tn dng, th Ngn hng qua mobile, qua trang web ni b ca Ngn hng hoc cc giao dch thng tin v li sut, t gi qua in thoi v thanh ton cc dch v cng nh tr tin in, nc, in thoi, V vy, to li th cnh tranh trong lnh vc Ngn hng in t, ACB cn u t, nghin cu cung cp ngy cng nhiu hn cc tin ch ca nhng sn phm Ngn hng in t hin ti v pht trin thm nhng sn phm mi a dng ha cc sn phm p ng nhu cu ngy cng cao ca khch hng. Th nht, pht trin cc tin ch ca Internet-banking Ngoi vic kim tra s d ti khon, xem cc giao dch pht sinh, xem cc thng tin trn trang web www.acb.com.vn, ACB cn b sung thm mt s chc nng ca sn phm Internet Banking nh: - Chuyn khon - Thanh ton ha n (cc ph in, nc, in thoi bn, di ng, internet, truyn hnh cp, thu) - Mua th tr trc cc loi th in thoi di ng, th Internet - Thanh ton trc tuyn qua mng. Th hai, pht trin sn phm Mobile-banking
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Trong thi gian ti, ACB cn tin ti vic pht trin ng dng Mobilebanking trn in thoi di ng, gip khch hng thc hin cc giao dch ti chnh (chuyn tin, thanh ton cc mt s dch v) mi lc mi ni. Th ba, pht trin sn phm Home-banking Trong thi gian ti, ACB cn trin khai rng ri sn phm Home-banking n vi tt c cc i tng khch hng c nhn. Th t, pht trin sn phm mi Ngoi cc sn phm hin c, ACB cn a dng ha cc sn phm, dch v Ngn hng in t hn ch vic khch hng phi n Ngn hng thc hin nhng dch v m Ngn hng in t cha th cung cp. ACB cng cn nghin cu pht trin, cung cp cc dch v cp cao hn v mang li nhiu li nhun hn nh dch v qun l qu, cho thu ti chnhin t ha cc th tc, chng t ng k, tin ti xy dng nhng chi nhnh Ngn hng in t hot ng hon ton trn mi trng mng (E-branch). 3.3.4 Pht trin ngun nhn lc Trong bi cnh nn kinh t hin i ngy nay th tri thc, nng lc ca con ngi tr thnh ngun ti nguyn s mt ca cc quc gia v chnh v th tt c cc nc u ch o to, nng cao cht lng ngun nhn lc. Tuy nhin, c c i ng cn b nhn vin c trnh nng lc chuyn mn tt v trnh tnh trng chy mu cht xm khi ngy cng nhiu Ngn hng c thnh lp th i hi ACB phi c cc chnh sch v ch i ng tha ng.
76
Th nht, chnh sch o to nhn vin Mt i ng nhn vin chuyn nghip, nhit tnh, nng ng l iu m Ngn hng lun hng ti. Chnh v vy, ACB to iu kin nng cao trnh nhn vin thng qua cc kha o to ti Trung Tm o To ca ACB. Tuy nhin, cng phi tng cng hn na cc kha o to tp trung v chuyn mn dnh ring cho nhn vin chuyn trch nghip v Ngn hng in t, m bo cho nhng nhn vin ny u c thng qua cc kha o to lin quan, lun c cp nht, b sung kin thc mi, theo kp cng ngh hin i. vic o to v ti o to c thc hin lin tc v kp thi, nhn vin c th tham gia cc kha hc c t chc tp trung hoc c o to qua h thng e-learning ca Ngn hng. Ngoi ra, bn cnh cc kha o to ni b, ACB cng cn to iu kin nhn vin c th tham gia cc kha hc do cc n v bn ngoi t chc c th hc hi cc kinh nghim t cc t chc, cc Ngn hng bn. V vic c nhn vin i thc tp, nghin cu, kho st ti cc Ngn hng nc ngoi cng l mt hnh thc nhn vin ACB c iu kin tip cn, tm hiu cc sn phm Ngn hng hin i, cp nht cng ngh mi, tin b khoa hc k thut mi c th nhanh chng ng dng, pht huy tin b cng ngh Ngn hng, to nng lc cnh tranh cao cho Ngn hng. ACB cng cn h tr, to iu kin, u t cho nhn vin tham gia cc kha hc di hn ti nc ngoi hoc nhng kha hc nhm nng cao trnh ln thc s, tin s hoc tham gia cc kha hc chuyn ngnh Ngoi nhng kin thc nghip v cn thit c th gii p, t vn cho khch hng mt cch thng sut, nhn vin cng cn c o to nhng k nng cn thit khc, nh k nng giao tip khch hng, k nng x l tnh
77
hung, k nng m phn cht lng phc v khch hng c tt hn, chuyn nghip hn. Nhng nhn vin c kin thc chuyn mn v c k nng tt s gip Ngn hng gi chn c khch hng truyn thng v pht trin thm nhiu khch hng mi. Cui cng, sau qu trnh nhn vin c o to v lm vic thc t, ACB cng cn t chc cc bui kim tra kin thc nhn vin lin quan n lnh vc Ngn hng in t v c nhng gii thng xng ng dnh cho nhng nhn vin c kt qu cao trong cc k thi st hch hng nm. y va l mt sn chi b ch cng va l c hi nhn vin n tp, trao di thm kin thc v Ngn hng cng c dp pht hin nhng nhn vin c tim nng to c hi pht trin ph hp cho nhn vin. Th hai, chnh sch i ng Bn cnh chnh sch v o to, ACB cng cn c chnh sch i ng nhn ti c th gi chn nhng nhn vin gii phc v cho Ngn hng mt cch lu di v thu ht nhng ng vin tim nng trn th trng lao ng thng qua cc bin php: Xy dng nhng hnh nh, bn sc ring mang tnh truyn thng hay c th gi l vn ha doanh nghip t c th thu ht c s quan tm, ho hc ca ngi mi, ngi ti n u qun, cng nh nhng ngi hin ang cng tc ti Ngn hng c th tin tng lm vic v gn b lu di. Thng xuyn t chc cc Hi ch ngh nghip nhm thu ht s quan tm v tham gia ca nhng sinh vin u t c o to ti cc trng i hc. S dng nhn vin ng ngi, ng vic, sp xp cng vic ph hp vi kh nng ngnh ngh ca tng ngi c hc tp, nghin cu.
78
Ch thng pht nghim minh, c ch nh gi nhn vin cng bng, khch quan. Chnh sch tin lng c tr ph hp vi nng lc ca nhn vin v tng xng vi mc cng vic c giao. Xy dng tin trnh ngh nghip r rng v ph bin rng ri nhn vin c th xc nh c hng i trong tng lai, ngh nghip ca mnh. 3.3.5 Nng cao cht lng dch v khch hng Trong iu kin hin nay, khi ngn hng in t c c bit ch trng pht trin nh mt dch v mi nhn, dn n tng ng v vn u t v cc cng ngh tin tin th cht lng dch v c t ra nh mt th mnh cnh tranh v li th so sch ca mi Ngn hng. Do , tp trung u t cho cht lng dch v tha mn ti a nhu cu ca khch hng cng cn c cc Ngn hng trin khai dch v ngn hng in t quan tm hng u. nng cao cht lng dch v khch hng, ngoi vic m bo cht lng v k thut cng ngh, a dng ha sn phm, o to i ng nhn vin chuyn nghip, c trnh kin thc chuyn mn v k nng tt, ACB cng cn: Th nht, xy dng nhng tiu chun v dch v khch hng Ngn hng cn t ra nhng chun mc i vi nhn vin dch v khch hng, thng nht phong cch phc v ca tt c nhn vin cc chi nhnh, phng giao dch trn ton h thng to tnh chuyn nghip, c trng ca ACB. T chc thng xuyn chng trnh khch hng b mt v m bo c s nghim tc v b mt ca chng trnh Ngn hng c th nh gi thi phc v ca nhn vin mt cch chnh xc. C chnh sch thng pht i vi
79
mi t nh gi ca chng trnh v c nhng khuyn co, gp ci thin cht lng dch v khch hng c tt hn. Th hai, xy dng chnh sch khch hng Chnh sch u i i vi cc khch hng VIP hoc khch hng thn thit l iu khng th thiu gi chn khch hng v vy ACB nn c cc chng trnh cng im tch ly i vi mi giao dch ca khch hng nhm khuyn khch khch hng duy tr mi quan h, hp tc vi Ngn hng lu di. Thnh lp nhm chm sc khch hng nhm phc v khch hng c chu o, nhanh chng, quan tm, theo di sm nhn bit nhng khch hng c th chuyn sang s dng dch v ca Ngn hng khc tm hiu nguyn nhn v t vn khuyn khch khch hng gi mi quan h vi Ngn hng. Th ba, xy dng cc knh gii quyt khiu ni, thc mc ca khch hng Thng qua e-mail, hoc in thoi khch hng c th nhanh chng c gii p cc thc mc, khiu ni. T , Ngn hng c th qun l c cc vn pht sinh, bit c nhng kin ng gp v mong mun ca khch hng c nhng iu chnh cho ph hp, kp thi. 3.4 MT S KIN NGH I VI CHNH PH V C QUAN QUN L: dch v Ngn hng in t thc s i vo i sng v pht huy c ton din nhng u th cng nh nhng li ch ca n i hi phi c s u t, s quan tm ng n ca cc nh qun l, khch hng v bn thn cc Ngn hng. Nhng nhn chung cn pht trin ng b cc gii php sau:
80
Th nht, y mnh gio dc, o to Cn tng cng cng tc o to, hun luyn v cng ngh thng tin v TMT. Tng cng cng tc tuyn truyn nhm nng cao nhn thc v o to k nng TMT cho cc B ngnh, doanh nghip v ngi dn. Th hai, y mnh pht trin TMT Khuyn khch, i ng cc i tng l cc nh u t, cc doanh nghip, cc t chc ti chnh u t kinh doanh bun bn trn mng, t to nhu cu kinh doanh, thanh ton, giao dch to ra lng khch hng tim nng cho dch v Ngn hng in t. Th ba, xy dng v hon thin h thng vn bn php lut Xy dng v hon thin h thng vn bn php lut, cc lut v ngh nh nhm qun l tin trnh kinh doanh trn mng, l cn c gii quyt tranh chp. Xy dng chun chung v c s php l cho vn bn in t, ch k in t v chng nhn in t. to iu kin cho cc chng t in t i vo cuc sng, cn xy dng h thng cc t chc, c quan qun l, cung cp, cng chng ch k in t v chng nhn in t. Xy dng mt trung tm qun l d liu trung ng gip cho vic xc nhn, chng thc chng t in t c nhanh chng v chnh xc. Th t, pht trin h tng c s cng ngh thng tin v Internet Thc hin tin hc ho cc t chc kinh doanh dch v, cc Ngn hng v t chc tn dng, nng cao tc ng truyn Internet, gim thiu cc ph to iu kin cho ton dn c th s dng cc dch v trc tuyn cho sinh hot hng ngy cng nh cng vic kinh doanh.
81
Xy dng c s h tng truyn thng mnh, tc cao, khng b nghn mch, gi cc ph hp, hn ch c quyn vin thng. Th nm, kin ton B my qun l nh nc v cng ngh thng tin, tch chc nng qun l ra khi kinh doanh.
KT LUN CHNG 3
Tm li, trong xu th hi nhp v t do ha ti chnh, dch v Ngn hng in t c th ni m ra nhiu trin vng nhng cng khng t kh khn, thch thc. y s l v kh cnh tranh tt nht ca cc Ngn hng thng mi do nhng u th vt tri ca n so vi nhng dch v truyn thng. pht trin dch v Ngn hng in t, khng ch t s n lc ca bn thn Ngn hng m cn phi c s ng h v u t ca Chnh ph, cc t chc kinh t v quan trng nht l ca khch hng. V vy, i hi mi Ngn hng thng mi cn c chin lc, sch lc, ng i nc bc thch hp a dch v Ngn hng in t vo cuc sng mt cch an ton v hiu qu nht.
KT LUN
Qun trit mc tiu nghin cu, trn c s vn dng tng hp phng php nghin cu khoa hc, i t l thuyt n thc tin, ti Pht trin dch v Ngn hng in t ti Ngn hng thng mi c phn Chu tp trung gii quyt mt s ni dung quan trng nh sau: Mt l, lm r khi nim v Ngn hng in t, nhn thy nhng u im ca dch v ny v tnh tt yu phi pht trin dch v Ngn hng in t trong xu th hi nhp hin nay. Hai l, phn tch tnh hnh pht trin dch v Ngn hng in t ti ACB, t nhn thy nhng thun li, kh khn cng nh nhng thnh cng, hn ch c nhng nh hng, gii php ng n cho vic pht trin v ngy cng hon thin hn dch v Ngn hng in t ti ACB. Ba l, trn c s nh hng pht trin cng ngh cng nh dch v Ngn hng in t ca Nh nh nc v ACB, Lun vn xut mt s gii php v kin ngh nhm gp phn nng cao vic pht trin dch v ny. thc hin thnh cng vic pht trin dch v Ngn hng in t theo nhng nh hng nu ra cn c s h tr ca Chnh ph, Ngn hng nh nc v cc cp qun l lin quan cng vi s n lc ca bn thn ACB. Mc d ti cp ti nhiu vn l lun, thc tin v cc gii php trong vic pht trin dch v Ngn hng in t, tuy nhin, ti ch tp trung vo cc dch v Ngn hng in t ca Khi khch hng c nhn ca ACB. Nhng vn khc cn c cc cng trnh nghin cu khoa hc tip theo nghin cu mi c th gii quyt c.
TI LIU THAM KHO
1. Vn Hu (2005), Thc y pht trin Ngn hng in t Vit Nam, Tp ch Tin hc Ngn hng. 2. Ng Minh Hi (2006), Pht trin dch v ngn hng in t trong TMT ti Vit Nam, Lun vn thc s kinh t. 3. Nguyn Minh Kiu (2007), Nghip v Ngn hng hin i, NXB Thng k 4. Trn Hong Ngn Ng Minh Hi (2004), S pht trin dch v Ngn hng in t ti Vit Nam, Tp ch pht trin kinh t, s 169 5. ng Mnh Ph (2007), Pht trin dch v thanh ton in t - bin php hu hiu y mnh thanh ton khng dng tin mt, Tp ch Ngn hng, s 20 6. Bo co thng nin ca ACB t nm 2003 n nm 2007 7. Cc trang web: - http://www.centralbank.vn - http://www.lobs-ueh.net - http://www.vnba.org.vn - http://www.sbv.gov.vn - http://www.icb.com.vn - http://www.acb.com.vn - http://www.techcombank.com.vn - http://www.eab.com.vn - http://www.vcb.com.vn
Ph lc:
PHIU KHO ST KIN KHCH HNG

Gii tnh : Nam N Tui:.. Ngh nghip :........................................................... Cng ty: : .......................................................... 1. Anh/Ch giao dch vi ACB trong thi gian bao lu? Di 2 nm T 2 n 5 nm T 5 n 10 nm Trn 10 nm
2.
Anh/Ch ang s dng dch v Ngn hng in t no ca ACB? Phone-banking Mobile-banking Home-banking Internet-banking Tng i 247 Cha s dng Nu Anh/Ch Cha s dng, vui lng chuyn sang cu 8, 9, 10 3. Anh/Ch bit n dch v Ngn hng in t ca ACB qua ngun thng tin no? Ngi thn, bn b, ng nghip T bm/t ri Ngn hng Phng tin truyn thng (bo ch, ti vi) Nhn vin Ngn hng t vn Trang web ACB Khc:. 4. Tn sut s dng nhng tin ch ca dch v Ngn hng in t ca Anh/Ch nh th no? Tin ch S ln/thng Kim tra s d Cp nht thng tin v li sut, t gi hi oi, gi chng khon Chuyn khon Thanh ton ha n (in, nc, in thoi, internet..) Thanh ton/nhn lng Khc: 5. L do Anh/Ch s dng dch v Ngn hng in t ca ACB? Giao dch tin li, nhanh chng p ng nhu cu thanh ton nhiu, lin tc Ngn hng c uy tn Min ph dch v s dng Khc:..
6. nh gi v dch v Ngn hng in t ca ACB: Mc ng c nh s theo th t tng dn: 1 l hon ton khng ng ; 3 l mc bnh thng; 5 l hon ton ng Yu t Th tc s dng dch v n gin Thi gian thc hin v x l dch v nhanh chng Tnh bo mt cao Cch thc s dng dch v n gin Nhn vin nhit tnh, ch ng gii thch, t vn Nhn vin c kin thc nghip v Ph dch v hp l Cc vng mt, khiu ni ca khch hng c gii quyt nhanh chng, tha ng 7. Mt cch tng qut, Anh/Ch cho rng mc hi lng ca mnh i vi dch v Ngn hng in t ca ACB l: Hon ton khng hi lng Hon ton hi lng 1 2 3 4 5 8. L do Anh/Ch cha s dng dch v Ngn hng in t? Dch v cn mi, cha bit, cha c thng tin C thi quen n Ngn hng giao dch Lo ngi th tc rm r Cm thy khng an tm, an ton Quen s dng dch v ca Ngn hng khc Khng quan tm Cha c nhu cu, cha cn thit s dng Khc: 9. Anh/Ch c d nh s dng hoc gii thiu cho bn b, ng nghip, ngi thn s dng dch v Ngn hng in t khng? C Khng 10. Nhng kin ng gp ca Anh/Ch ci tin, pht trin dch v Ngn hng in t ca ACB: ....................................................................................................................................................... ....................................................................................................................................................... ....................................................................................................................................................... Xin chn thnh cm n 1 2 3 4 5
NHNG IM MI CA LUN VN Ngy nay, nhng khi nim v Ngn hng in t, giao dch trc tuyn, thanh ton trn mng,... bt u tr thnh xu th pht trin v cnh tranh ca cc Ngn hng thng mi Vit Nam. Pht trin cc dch v Ngn hng da trn nn tng cng ngh thng tin - Ngn hng in t- l xu hng tt yu, mang tnh khch quan, trong thi i hi nhp kinh t quc t. V vy, ti nghin cu ca tc gi nu bt c mt s im c th gp phn pht trin dch v ngn hng in t ti ACB cng nh cc ngn hng thng mi Vit Nam: - Tnh tt yu phi pht trin dch v ngn hng in t ti NH TMCP Vit Nam - iu kin pht trin dch v ngn hng in t - Nhng thun li, kh khn cng nh thnh cng, hn ch khi pht trin dch v ngn hng in t ti ACB - So snh cc tin ch ca dch v ngn hng in t ti ACB vi cc ngn hng TMCP - Kho st, phn tch s liu v s cm nhn, nh gi ca khch hng v dch v ngn hng in t ca ACB

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B GIO DC V O TO TRNG I HC KINH T THNH PH H CH MINH

Chuyn ngnh : KINH T - TI CHNH NGN HNG M s : 60.31.12

LUN VN THC S KINH T

Ngi hng dn khoa hc:

TS. UNG TH MINH L

TP.H CH MINH Nm 2008

Tp.HCM, thng 10 nm 2008 Tc gi

DANH MC BNG, BIU

Chng 1: TNG QUAN V NGN HNG IN T

Vi dch v Ngn hng in t, khch hng c kh nng truy nhp t xa

Dch v Ngn hng in t l mt h thng phn mm vi tnh cho php

Ph bnh qun 1 giao dch (USD) 1,07 0,54 0,27 0,015

Biu 2.1: Tng ti sn ca ACB trong giai on 2003-2007

Ngun: Tng hp t bo co thng nin ca ACB t nm 2003 n 2007

Biu 2.2: Vn huy ng ca ACB trong giai on 2003 2007

Ngun: Tng hp t bo co thng nin ca ACB t nm 2003 n 2007

Biu 2.3: D n cho vay ca ACB trong giai on 2003 2007

Ngun: Tng hp t bo co thng nin ca ACB t nm 2003 n 2007

687 188 282

Ngun: Tng hp t bo co thng nin ca ACB t nm 2003 n 2007

Thc hin mua bn bng th tn dng

Bo v nhng thng tin nhy cm ca c nhn m bo cc hacker khng th d tm c mt khu

309% 20,366 Mobile-banking

Doanh s (t ng) S lng khch hng S lng giao dch

97% 108% 78%

4.8 3,953 6,000

1,776 19,620 1105% 14,509

Ngun: Bo co nh k ca Phng Ngn hng in t ACB t nm 2004 n thng 6/2008

2.4.2.1 c im i tng nghin cu

Biu 2.7: Thi gian giao dch vi ACB

Biu 2.8: Ngh nghip

Biu 2.9: Loi hnh cng ty ang lm vic

2.4.2.2 Tnh hnh s dng dch v Ngn hng in t ti ACB

Biu 2.10: Dch v ang s dng

Biu 2.11: Ngun nhn bit thng tin

Biu 2.12: Tin ch s dng

Biu 2.13: Tn sut s dng mi thng

Biu 2.14: L do s dng dch v

nh gi v dch v Ngn hng in t ca ACB

0.0% 3.4% 12.4% 45.3% 38.9%

Biu 2.15: L do cha s dng dch v

TRIN DCH V NGN HNG IN T TRONG THI GIAN SP

TI LIU THAM KHO

PHIU KHO ST KIN KHCH HNG

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