Journal of Science 2015, Vol.

6 (2), 53 62

Part B: Political Sciences, Economics and Law

PHT TRIN BN VNG DCH V NGN HNG IN T VIT NAM

Nng Th Nh Mai1
1

ThS. Trng i hc Ti chnh Marketing Thnh ph H Ch Minh

Thng tin chung:

Ngy nhn bi: 28/03/14
Ngy nhn kt qu bnh duyt:
24/06/14
Ngy chp nhn ng: 06/15
Title:
Sustainable development of
E-banking service in Vietnam
T kha:
Ngn hng in t, dch v
ngn hng, pht trin bn vng
Keywords:
E-banking, banking service,
sustainable development

ABSTRACT
E-banking is one of the favorite banking services of customers and brings
considerable income for the banks. However, in order to make this service
develop sustainably and effectively, banking and finance industry in general,
banks in particular should have the suitable solutions towards the goal of
technologizing customer service. This is what the author mentioned in the article
Sustainable development of e-banking service in Viet Nam. Through the
article, the author presented the reality of e-banking in the period of 2007-2013
and considered unsustainable elements to recommend solutions to develop
sustainably this service.

TM TT
Dch v ngn hng in t l mt trong nhng dch v c khch hng a
chung v em li ngun thu ng k cho ngn hng. Tuy nhin dch v ny
pht trin bn vng v hiu qu, ngnh ti chnh ngn hng ni chung, cc ngn
hng ni ring cn c nhng gii php ph hp hng ti mc tiu cng ngh
ha dch v khch hng. y l ni dung tc gi cp trong bi vit Pht
trin bn vng dch v ngn hng in t Vit Nam. Thng qua bi vit tc
gi trnh by thc trng dch v ngn hng in t trong giai on 2007-2013 v
xem xt nhng yu t cha bn vng t xut cc gii php pht trin
bn vng dch v ny.

dch v E-banking th dch v ny vn cha p

ng c nhu cu s dng ca khch hng v tnh
a dng, v tin li do h thng E-banking cha
c cc NH u t ng mc bi chi ph kh cao
D cn nhiu kh khn trong pht trin dch v
E-banking, nhng v y l dch v NH ca hin
ti v tng lai, do vy ngnh NH cng nh cc
NH cn tp trung y mnh pht trin loi hnh
dch v ny.

1. T VN
S pht trin mnh m ca cng ngh thng tin
(CNTT) vo nhiu lnh vc khc nhau ca nn
kinh t t ra thch thc cho ngnh ngn hng
(NH) phi xc tin v y mnh in t vin
thng trong cc dch v giao dch bt kp xu
th chung ca thi i. Chnh v l do m trong
nhng nm gn y cc NH khng ngng a
ra nhiu sn phm, dch v NH in t (Ebanking) em li s tin ch, nhanh chng,
chnh xc v bo mt ti a cho khch hng bn
cnh mc tiu a dng ha sn phm v m rng
phm vi hot ng. Tuy nhin, dch v E-banking
vn cha tip cn n y cc thnh phn
khch hng do tm l d dt sn phm mi, a
chung sn phm dch v truyn thng ca khch
hng, cn i vi nhng khch hng tip cn

2. GII THIU V DCH V E-BANKING

E-banking l h thng phn mm tin hc cho php
khch hng c th tm hiu thng tin hay thc
hin mt s giao dch NH qua phng tin in
t. Nh vy vi dch v E-banking, khch hng
khng cn phi n quy giao dch khi c nhu cu
giao dch mt s dch v NH. Nh khch hng
tit kim c thi gian, chi ph m vn m bo
53

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

tnh an ton v bo mt.

ngoi h thng, np tin cho thu bao di ng tr

trc.

Cc loi hnh E-banking c cung cp bi cc

NH hin nay bao gm:
Thanh ton qua POS (Point of Sale im bn
l): Thanh ton qua cc im chp nhn thanh
ton th bng my chp nhn thanh ton th. Cc
im chp nhn thanh ton ny c th l khch
sn, nh hng, siu th, ca hng xng du, sn
bay

Dch v Kiosk NH (Kiosk banking): l vic cung

cp cc trm lm vic vi ng kt ni Internet
tc cao trn ng ph. Khch hng ch cn
truy cp, cung cp s chng nhn c nhn v mt
khu khi cn thc hin giao dch hoc yu cu
dch v.
Trung tm cuc gi (Call center): vi dch v ny
khch hng c th gi in n s in thoi c
nh ca trung tm c cung cp mi thng
tin chung v thng tin c nhn nh thng tin v
sn phm dch v ca NH, t vn trc tip khch
hng, gii p v ghi nhn nhng thc mc ca
khch hng lin quan n sn phm, dch v, cht
lng phc v ca NH, ch ng lin h khch
hng nhm thng bo tnh hnh ti chnh, ngy
n hn cc khon tin hoc cc chng trnh
khuyn mi, sn phm, dch v mi.

Dch v NH ti nh (Home banking): l knh

phn phi dch v ca E-banking, cho php khch
hng thc hin cc giao dch nh tra cu s d ti
khon, yu cu xc nhn s d ti khon, chuyn
khon t ti khon tin gi thanh ton ca khch
hng n cc ti khon khc trong cng hoc
ngoi h thng NH, thc hin cc lnh thanh ton
trong nc (y nhim thu, y nhim chi) vi
NH (ni khch hng m ti khon) ti nh, ti vn
phng cng ty m khng cn n NH. Khch
hng giao dch vi cc NH qua mng ni b
(intranet) do NH xy dng ring. Thng qua h
thng my ch, mng Internet v my tnh con
ca khch hng, thng tin ti chnh s c thit
lp, m ho, trao i v xc nhn gia NH v
khch hng.

3. KHI NIM V PHT TRIN BN

VNG DCH V NGN HNG IN T
Pht trin bn vng (PTBV), theo bo co
Bruntland (1987), l s pht trin nhm p ng
nhu cu ca th h hin ti m khng lm tn hi
n kh nng p ng nhu cu ca cc th h
tng lai. Nh vy PTBV khng ch n thun l
duy tr s pht trin mt cch lin tc, n nh, m
hn th na l s n lc nhm m bo s bn
vng trn mi lnh vc trong qu trnh pht trin.

Dch v NH qua Internet (Internet banking): l

dch v cho php khch hng tra cu thng tin ti
khon, thc hin cc giao dch chuyn tin, thanh
ton trn ti khon VN, ng k s dng cc
dch v ca NH, thc hin son v gi lnh tra
sot ti NH v thc hin cc giao dch khc c
NH cho php bng cch truy cp vo trang ch
ca NH.

Trn gc NH, n nay, cha c mt b tiu ch

chnh thc nh gi s pht trin n nh v
bn vng ca lnh vc ny. Tuy nhin, da trn
nhng quan im chung v s pht trin th PTBV
NH ni chung v dch v E-banking ca NH ni
ring l vic NH phi duy tr c s cn bng
gia kh nng sinh li v mc an ton trong
mt thi gian di. Bn cnh , cc hot ng
dch v ca NH, c th l E-banking cn phi
phc v li ch trong giao dch ca khch hng.
C th thy, PTBV dch v E-banking l vic NH
t c cc mc tiu hot ng, pht trin lin
tc, bo ton v gia tng vn, p ng nhu cu s
dng c hiu qu ca khch hng, gp phn gii
quyt nhu cu tin li trong s dng dch v NH
ca khch hng.

Dch v NH t ng qua in thoi (Phone

banking): l h thng tr li t ng 24/24, khch
hng nhn cc phm trn in thoi theo m do
NH quy nh yu cu h thng tr li cc thng
tin cn thit. Cc dch v Phone banking cung cp
bao gm thng tin v t gi, li sut, biu ph,
mng li, kim tra s d ti khon, chi tit 05
giao dch gn nht, cc sn phm dch v ca
NH y l dch v hon ton min ph cho
khch hng.
Dch v NH qua thit b di ng (Mobile
banking): l knh phn phi sn phm, dch v
ca NH qua h thng in thoi di ng (TD)
bao gm nhn tin nhn khi s d ti khon thay
i, truy vn thng tin v lch s giao dch ti
khon, thanh ton cc ha n tin in, nc,
cc in thoi bn, chuyn khon trong v

V mt nh tnh, dch v E-banking PTBV th

khng ch tnh n cc yu cu pht trin dch v
ny ca ring bn thn NH. Nu khch hng s
dng dch v khng nng cao hay khng ci thin
c tin ch, an ton trong giao dch th cha
54

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

phi PTBV. Hn th na cc mc tiu x hi ca

nn kinh t nh ci thin iu kin sng, sinh hot
ca ngi dn, bo v mi trng phi c ci
thin. Nh vy, PTBV dch v E-banking phi
p ng c yu cu tn ti, pht trin ca NH,
ca khch hng, v ca x hi.

(Techcombank). T , dch v Internet banking

bt u n r v pht trin nhanh chng cho n
thi im hin ti, t 3 NH trin khai Internet
banking vo nm 2004, n nay tt c cc ngn
hng u trin khai loi hnh dch v ny.
Dch v Internet banking cc NH c trin
khai theo cc mc khc nhau. Mnh nht l
Internet banking ca mt s NH ln nh
Vietcombank trong khi quc doanh hay nh
Techcombank ng u khi NH c phn.

V mt nh lng, s pht trin nm sau phi cao

hn nm trc v:
+ i vi NH: quy m ngun vn u t vo dch
v, s lng khch hng s dng, doanh s t
dch v, tnh nng sn phm, tnh bo mt ca
dch v, s lng VCNT, t l n xu trong gii
hn cho php (i vi thanh ton th tn dng)
+ i vi Khch hng: ci thin iu kin sng,
hiu qu cng vic, qun l thng tin ti khon,
tit kim chi ph, thi gian, hon tr khon n
tn dng v cc yu cu ti chnh khc theo cam
kt.
+ i vi nn kinh t: t l thanh ton khng
dng tin mt gia tng, ci thin iu kin sng v
sinh hot ca ngi dn,
+ i vi mi trng: cc sn phm dch v Ebanking thn thin vi mi trng.

V s lng ngi s dng, theo c tnh, ch 3

nm, n cui nm 2013, con s tng 45%
(Khng Thu, 2014). Vi hn 36 triu ngi dn
s dng Internet thng xuyn trong tng s hn
90 triu dn Vit Nam tnh n nm 2013 th c
th thy tim nng pht trin dch v Internet
banking cn kh ln.
- V Home banking
Hin ti s lng cc NH cung cp dch v Home
banking khng nhiu, ch yu tp trung vo
nhng NH c quy m ln, c s h tng tt v
dch v ny i hi hm lng u t khoa hc
cng ngh cao, chng hn trong khi NHTM
Vit Nam c NH u t v Pht trin Vit Nam,
NH TMCP Ngoi Thng, NH TMCP Cng
Thng, NH TMCP Chu, NH TMCP Xut
nhp khu, NH TMCP K Thng Trong s
cn c mt s NH hn ch dch v cung cp nh
dch v thanh ton, ch cho php khch hng xem
s d, vn tin ti khon, Tin ch ng dng
Home banking vo h thng thanh ton cha c
pht huy ht.

4. THC TRNG DCH V NGN HNG

IN T
4.1 Thc trng pht trin thi gian qua
E-banking l mt loi hnh dch v NH c
hnh thnh v pht trin mt s nc trn th
gii t nm 1995, cn Vit Nam dch v ny
mi xut hin c mi nm gn y ti mt s
NH thng mi (NHTM) nn bn cnh nhng kt
qu t c cc NH cng gp khng t kh khn
v hn ch.

Bn cnh s lng NH cung cp dch v ny cha

nhiu, lng khch hng s dng dch v ny
cng rt thp. Nguyn nhn l do chi ph s dng
dch v cao, s dng c dch v, khch hng
phi p ng cc yu cu v mt k thut.

- V Internet banking
Trong thi gian u mc ng dng dch v ny
kh hn ch, ch cho php khch hng tra cu
thng tin giao dch qua internet. Tuy nhin sau
phc v cho h thng thanh ton in t,
Cng ty C phn Phn mm v Truyn thng
VASC xy dng cng thanh ton VASC
Payment lm c s cho h thng thanh ton
qua mng Internet v h thng qun l chng ch
s - VASC CA (Certificate Authority) cung
cp ch k in t v chng nhn in t lm c
s php l cho giao dch in t, to nim tin cho
cho khch cng nh nh cung cp dch v. Vi
cng ngh bo mt 2 lp (OTP One time
password mt khu mt ln) hng lot cc NH
tung ra dch v thanh ton trc tuyn, tin
phong thc hin l NH K Thng

Tuy hin nay ch mi c mt s t NH pht trin

ton din dch v Home banking, nhng v nhng
tin ch m n em li cho c khch hng ln NH
th trong tng lai s c nhiu NH hn trin khai
dch v ny.
- V Mobile banking v Phone banking
Mobile banking dch v NH qua in thoi di
ng (TD) v ang tr thnh mt trong
nhng dch v mang n nhiu li ch cho khch
hng. Dch v ny c thc hin thng qua SMS
(Short Message Services dch v tin nhn ngn)

55

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

hoc web ca TD. Cc NH ti Vit Nam

khng ngng cung cp nhng dch v a dng cho
Mobile banking, chng hn nh NH ACB vi
dch v bo s d t ng n TD ca tng
khch hng mi khi s d trn ti khon bin i,
dch v thanh ton cc ha n tin in, tin
nc, tin in thoi, dch v chuyn tin t ti
khon tin gi thanh ton qua th, dch v thng
tin t gi, li sut, chng khon Hoc nh PG
Bank (NH TMCP Xng du Petrolimex) vi dch
v Mobile banking bao gm M/ tt ton tit
kim online; chuyn khon trong/ ngoi h thng
PG Bank; kim tra s d ti khon; tm kim v tr
cc im giao dch, ATM, POS;.... Dch v c
cung cp cho khch hng 24/24 gi v 7 ngy
trong tun.

Th trng th Vit Nam bt u hnh thnh t

kh lu, tuy nhin ch mc s khai v ch p
ng nhu cu cho tng lp c thu nhp cao. Mi
n nm 2006 dch v th thanh ton mi thc s
si ng nh vo Quyt nh s 291/2006/ TTg v
trin khai n thanh ton khng dng tin mt
giai on 2006-2011 ca Chnh Ph v c bit s
ra i ca quyt nh s 20/2007/NHNN ca
Thng c NH nh nc (NHNN) Vit Nam iu
chnh cc quy nh v pht hnh, thanh ton, s
dng v cung cp dch v h tr hot ng th
NH.

Hin nay rt nhiu NH cung cp loi hnh dch v

ny, theo Vietnam business daily news, tnh n
nm 2013 l 30 NH, tng thm 25 NH so vi nm
2005 [Biu 2], bi n em li nhiu li ch cho
khch hng v c tim nng pht trin ln: nm
2013 Vit Nam c 148,5 triu thu bao in thoi,
trong di ng chim 93% (Vietnammedia,
2013); 20% tng s dn ang s dng smartphone
(theo thng k cc ch s ngi s dng in thoi
thng minh ti Vit Nam nm 2014 ca Cc
Thng mi in t v cng ngh thng tin
VECITA), trong 23% ngi dng thanh ton
qua in thoi (Moore, 2013).

Biu 2. S lng th pht hnh t nm 2007 qu 1

nm 2014
Ngun: Tc gi tng hp s liu t NHNN, Hip hi th
Vit Nam v Bo co ngnh NH ca cng ty chng khon
Vietcombank nm 2011

Nm 2007 ton th trng ch c 9,34 triu th,

tuy nhin sau s lng th pht hnh lin tc
gia tng qua cc nm. n cui qu 1 nm 2014,
tng s lng th pht hnh t hn 68,55 triu
th vi s tham gia pht hnh th ca 52 t chc
v 378 thng hiu th khc nhau, tng gp 7,3
ln so vi thi im nm 2007. Trong giai on
ny, theo s liu t NHNN, th ghi n v th ni
a lun chim a s trn ton th trng, 97%
nm 2007 v 92% vo qu 1 nm 2014, phn cn
li dnh cho th tn dng v th tr trc. Nh vy
trong tng lai, cc NH cn ch trng y mnh
hn na vic pht hnh th tn dng v th thanh
ton quc t.

Biu 1. S lng NH trin khai Mobile banking

Ngun: Vietnam business daily news

Mc d s lng th tng nhanh nhng pht trin

li thiu cn i. Theo thng k ca Hi Th Vit
Nam nm 2010, hn 83,2% cc giao dch qua th
ATM l rt tin mt; 16,3% chuyn khon v ch
0,5% dng th thanh ton. Bn cnh , gi tr
v s lng giao dch qua ATM so vi
POS/EFTPOS/EDC qua cc nm cao hn ln lt
l 7,3 - 7,8 ln v 21,67 - 21,98 ln. Nh vy c
th thy rng thi quen s dng tin mt ca Vit
Nam cn rt ln.

Song song vi dch v Mobile banking th Phone

banking cng c cc NH pht trin kh sm,
chng hn nh NH Chu trin khai u tin vo
nm 2003, tip n l NH Ngoi Thng Vit
Nam v NH Si Gn Thng Tn. Sau nhiu
NH khc cng ln lt cho ra sn phm dch v
ny nh NH ng , NH An Bnh, NH Nam ,
NH K Thng, NH Si Gn Cng Thng
n thi im hin ti, tt c cc NH u trin
khai loi hnh dch v ny v c khch hng s
dng rng ri.
- V dch v thanh ton th

56

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

Bng 1. S lng v gi tr thanh ton qua ATM v

n v chp nhn th
Qu
Nm
2011
2012
2013
1/2014
S my
ATM

13

14.269

15.265

15.498

S
lng
giao
dch
(mn)

316.756.975

421.286.777

526.608.471

155.707.778

Gi tr
giao
dch (t
ng)

529.956

695.764

994.943

313.037

POS/EF
TPOS/E
DC

70

104.5

129.653

137.774

S
lng
giao
dch
(mn)

14.617.908

19.441.817

24.302.271

7.084.437

Gi tr
giao
dch (t
ng)

72.625

89.329

127.74

40.692

V c s h tng phc cho thanh ton th tip tc

c u t v ci thin: S lng my ATM v
POS/EFTPOS/EDC lin tc c u t lp t,
t 17,000 POS/EFTPOS/EDC v 4.800 my ATM
vo nm 2007 tng ln 137.774
POS/EFTPOS/EDC v 15.498 my ATM vo
cui qu 1 nm 2014 [Bng 1]. Tc gia tng
bnh qun giai on 2007-2013 i vi
POS/EFTPOS/EDC l 41% v ATM l 22%.
Hin nay ch th ca mt NH c th giao dch ti
hu ht cc NH khc nh vo s kt ni lin
thng h thng ATM trn phm vi ton quc.
thc s pht huy tc dng lm gim tin mt trong
vic s dng th, NHNN ch o trin khai kt
ni lin thng mng li POS v pht trin thanh
ton th qua POS. n cui nm 2012, v c bn
hon thnh kt ni v k thut trn ton quc, vi
trn 76.000 POS ca trn 720 chi nhnh t chc
tn dng v 20.600 n v chp nhn th
(VCNT) c kt ni lin thng; nhn thc
v thanh ton th qua POS c s chuyn bin
tch cc cc a phng, vic s dng th thanh
ton qua POS ang dn tr nn ph bin cc
thnh ph ln nh Thnh ph H Ch Minh, H
Ni, Nng

So snh ATM- POS/EFTPOS/EDC

S
lng
giao
dch
(mn)

21,67
ln

21,67
ln

21,67
ln

21,98
ln

Gi tr
giao
dch (t
ng)

7,3 ln

7,8 ln

7,8 ln

7,7 ln

- V Call center
Call Center l dch v c pht trin sm nht so
vi cc dch v E-banking khc v s tin li v
n gin. Khi khch hng mun tm hiu v sn
phm, dch v, thng tin t gi, li sut hay
khiu ni khi s dng dch v NH th ch cn gi
in n tng i c t vn, gii p thc
mc cho d khch hng bt c ni u.
NH u tin thc hin Call center l NH ACB vi
tng i Call center 247. Khch hng khi c yu
cu ch cn gi n s 08.8247.247 hoc 1800
577775 (min ph cuc gi n) c nhn
vin Call center 247 t vn v gii p thc mc.
Ngoi chc nng nh nu, Call center 247 ca
ACB cn tip nhn ng k lm cc loi th thanh
ton do ACB pht hnh, ng k vay vn v ch
dn a ch mua sm hng ha, dch v bng th
Bn cnh NH ACB, nhng NH cn li khc ti
Vit Nam cng u trin khai dch v Call center
nh NH Ngoi thng c trung tm dch v khch
hng 24x7 (Vietcombank contact center) vi tng
i 1900545413, NH ng vi tng i
1900545464, NH Nh TPHCM vi tng i
18006868 Tnh n thi im ny, tt c cc
NHTM ti Vit Nam u c Call center.

Biu 3. S lng my ATM v POS/EFTPOS/EDC

Ngun: Website Ngn hng Nh nc Vit Nam

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Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

Dch v Call center tr nn ph bin i vi

ngi dn, em li li ch cho c NH v khch
hng.
Nh vy c th thy rng k t khi mi bt u
xut hin n nay, dch v E-banking ang ngy
cng ph bin, thu ht ngy cng nhiu ngi s
dng. Li ch ln nht ca E-banking l s tin li
v gim n mc ti thiu chi ph cng nh thi
gian thc hin giao dch NH. Vi E-banking,
ngi thc hin giao dch NH lun c c s
thun tin v d dng: Chuyn tin, thanh ton
ha n, truy vn thng tin ti khon, mua hng...
ch trong vng vi pht t my tnh hay thit b
cm tay c ni mng, khng b gin on bi thi
gian (24/7) v gii hn bi khng gian.

tnh v tha ng.

- Nn kinh t hng ha hnh thnh mun vi cc
giao dch ch yu c quy m tng i nh.
- Mt s b phn ca nn kinh t c tnh s dng
tin mt, khng thng qua ti khon ti NH nhm
che giu hot ng kinh doanh mt cch khng
minh bch ca mnh.
- Cc VCNT khng mn m trong vic chp
nhn thanh ton bi mc ph m n v chp nhn
th phi tr cho cc NHTM khi khch hng thc
hin giao dch qua my POS tng i cao, ln ti
2% gi tr giao dch vi mi ho n thanh ton
bng th tn dng. trnh chu ph vo phn
mnh, khng t cc VCNT p khon ph ln
cho khch hng. Trong khi, theo quy nh,
VCNT khng c thu thm bt k mt khon
ph no khi khch hng qut th

4.2 Nhng yu t cha bn vng

Tuy t c nhiu thnh tu nh trn nhng dch
v E-banking cn nhiu biu hin cha bn vng:

Th hai, dch v E-banking vn cha c nhiu

NH u t ng mc.
- Sn phm cha c qung co ph bin rng
ri. Mc d dch v E-banking em li nhiu li
ch cho khch hng, tuy nhin nhng dch v ny
li t c cc NH qung co trn cc phng tin
thng tin i chng nh truyn hnh, bo, i
vn l nhng knh vn c a chung bi nhng
khch hng ln tui v vng xa, m ch c
qung co trn chnh website ca cc NH hay trn
cc trang bo mng.
- S im, c s, doanh nghip cung cp dch v
thanh ton qua th cha nhiu. S lin kt gia
NH vi cc n v ny cha c NH ch trng.

Th nht, cha thay i c tm l e ngi s

thay i ca khch hng. Ti khu vc nng thn
hay tnh l, khch hng vn a chung hnh thc
giao dch truyn thng, l n giao dch trc
tip ti quy giao dch c c thng tin y
t cn b chuyn trch, c c s yn tm v
trnh phi tip cn vi nhng thay i phc tp.
Thm ch ngay ti cc thnh ph ln nhiu khch
hng vn cha bit r nhng tnh nng u vit ca
E-banking, nn vn cn e ngi n tnh bo mt
v chnh xc ca dch v. Bn cnh , a phn
cc giao dch vi NH lin quan n tin bc, do
vy khch hng khng dm mo him s dng
dch v ny.

Th ba, h thng E-banking i hi chi ph u t

ln, tnh bo mt cao tr ngi ca cc NH. Vic
ng dng cng ngh bo mt cho dch v Ebanking i hi mt lng vn ln tnh bng triu
USD. V d nm 2012, VietinBank u t 30
triu USD cho h thng CNTT vi t l u t
cho an ninh thng tin chim hn 30% trn tng
ngn sch, hay nh theo s liu t Techcombank,
trung bnh mi nm NH ny u t khong 15
triu USD cho vic nng cp v pht trin h
thng cng ngh. Chi ph ny c th vt qu kh
nng ti chnh ca nhiu NH, nht l nhng NH
nh. Chnh v vy m rt nhiu NH cung cp
khng y nhng sn phm dch v dnh cho
E-banking hoc cng ngh bo mt cha t s an
ton, cha em li nim tin cho khch hng.
Khng t trng hp khch hng b mt thng tin
khi giao dch qua ATM hay Internet banking do
hacker xm nhp, dn n thit hi ln cho c
khch hng v NH.

Bn cnh , thi quen s dng tin mt ca

khch hng vn cha th thay i c. Doanh s
dng th rt tin mt qua ATM chim t trng
qu cao (hn 83,2% cc giao dch qua th ATM l
rt tin mt), doanh s thanh ton qua VCNT
chim t l qu t, nht l th ghi n ni a. y
l mt trong nhng biu hin ca s cha hiu
qu v thiu bn vng.
Thi quen s dng tin mt trong giao dch thanh
ton ca ngi dn cn do bi nhiu nguyn nhn
sau:
- Vic thanh ton qua cc VCNT phi tri qua
nhiu cng on, mt thi gian.
- Ti phm trong lnh vc thanh ton gia tng gy
tm l e ngi cho khch hng s dng dch v.
- Thi phc phc v v x l ca cc ngn
hng khi xy ra s c trong giao dch thanh ton
khng dng tin mt ca khch hng cha nhit
58

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

Th t, thng tin khch hng nhn qua E-banking

khng y nh qua cn b NH. Nhng thng
tin v sn phm, khuyn mi, chnh sch khch
hng c truyn ti qua cc dch v E-banking
thng ngn gn, d dn n vic hiu m h,
hiu t v tnh y ca thng tin cng nh tnh
cnh tranh ca sn phm.

c trnh dn tr cha cao, nhiu ngn hng

m thm cc chi nhnh t trong cc ca hng,
mt s khc th lin kt vi h thng bu in,
hp tc vi cc hng bn l ln v cc hiu thuc.
Cc trung tm giao dch nng thn cng c
thit lp h tr ngi dn vng nng thn
(Rural transaction centres - RTCs). Cc RTCs
cung cp cc giao dch ngn hng c bn, dch v
bu in, dch v y t, in thoi v internet. Vi
nhng thay i trn, n nay cc knh phn phi
in t c s dng rt rng ri ti c, gp phn
gia tng tin ch cho khch hng v a h thng
NH c pht trin n nh.

Nh vy, mc d thi gian qua ngnh NH t

c nhiu thnh cng trong vic trin khai v
ng dng dch v E-banking trong phc v giao
dch vi khch hng, nhng trong thnh cng
vn cn bc l nhiu im hn ch, kh khn v
nhiu yu t cha bn vng. Chnh nhng yu t
cha bn vng ny l nguyn nhn lm gim tc
pht trin ca loi hnh dch v E-banking.

- Kinh nghim ca M v chi ph dch v thp, li

nhun cao.
Theo mt nghin cu ca Stegman chi ph trung
bnh cho vic thc hin mt giao dch NH bt k
theo knh truyn thng qua quy giao dch ti M
l 1.07 USD, qua cc knh NH t ng khc nhau
ln lt l: 0.04 USD i vi mt giao dch thc
hin qua trung tm lin lc khch hng
(call/contact center); 0.27 USD qua ATM; v 0.01
USD thng qua dch v Internet banking thc
hin trn mt my tnh c nhn bnh thng. iu
ny cho thy rng cc giao dch da trn cng
ngh in t tr nn kinh t v hiu qu cho
ngnh NH M trong vic gim chi ph v ci thin
cht lng dch v cho cc khch hng hin ti v
tim nng ca NH phm vi ton cu. Kt qu l
n thng 5 nm 2013, theo cuc kho st c
thc hin vo thng 7 nm 2013 ca Trung tm
nghin cu Pew ti M, 61% ngi s dng
Internet thc hin giao dch E-banking, tng 43%
t 18% nm 2000; v 35% ngi s dng in
thoi giao dch vi NH, tng 17% so vi ti
thi im thng 5 nm 2011.

5. KINH NGHIM PHT TRIN EBANKING CA MT S QUC GIA TRN

TH GII
- Kinh nghim ca c v vic gim mng li chi
nhnh, y mnh dch v E-banking
Trong khong thi gian t 1980 n 1993, mng
li chi nhnh NH c tng lin tc do NH mun
tn dng u th v kh nng tip cn v tnh tin
li ca chi nhnh nhm thu ht khch hng trong
mt mi trng kinh doanh chu s iu tit cht
ch ca Chnh ph. l cch duy nht m NH
c th lm gia tng th phn v t c tng
trng bn vng. Tuy nhin sau nn kinh t c
ri vo suy thoi. Vn cp bch lc ny l cc
NH c cn phi lm g chng chi li xu
hng i xung ca doanh thu v li nhun. Gii
php c ng thun l hp l ha h thng NH,
gim thiu chi ph ti a, ngha l ngn hng ng
ca cc chi nhnh hot ng khng hiu qu, s
lng nhn vin ang lm vic ti cc NH b ct
gim. Trong giai on ny, knh phn phi in
t l mt gii php thay th tch cc cho cc chi
nhnh: chi ph u t r hn so vi vic duy tr
mt chi nhnh, khch hng c nhiu c hi la
chn, kh nng phc v 24/7... l nhng u th
ni tri ca knh phn phi in t. Cc NH ti
c khuyn khch khch hng s dng cc knh
giao dch in t thng qua chnh sch ph, gp
phn chuyn dch t cc chi nhnh truyn thng
sang knh giao dch hin i hn. khc phc
cc tc ng tiu cc do ng ca cc chi nhnh
gy ra, h thng NH c s dng nhiu loi
knh phn phi dch v mi thay th, nh: ATM,
EFTPOS (End Funds Transfer Point of Sale Cc
im u cui), Phone banking v Internet
banking. i vi nhng khch hng vng su,

Bi hc rt ra i vi cc NH Vit Nam l y
mnh v a dch v E-banking tip cn n
nhiu thnh phn dn c, cc NH c th ch ng
hn ch m rng mng li chi nhnh (khc vi
tnh th b ng ca cc NH c), t a dch
v E-banking tip cn n khch hng nhiu hn
cng nh gp phn lm gim chi ph hot ng v
nng cao tnh cnh tranh ca dch v. Bn cnh
cc NH cn c th a ra chnh sch ph ph hp
thu ht khch hng. i vi nhng khch hng
c trnh dn tr thp, h vn c th tm n cc
chi nhnh / phng giao dch ca NH, tuy nhin s
lng cc im giao dch c phn b hn ch.
Mng li chi nhnh ca cc NH s c pht
trin theo hng cht lng, ch khng chy theo
59

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

s lng.

banking ti Vit Nam v kinh nghim pht trin

E-banking ca mt s quc gia trn th gii c
nu trn, pht trin bn vng dch v Ebanking nhm p ng nhu cu pht trin nhanh
ca x hi theo hng cng ngh, tc gi khuyn
ngh a ra cc nhm gii php sau:

6. D BO XU HNG PHT TRIN EBANKING TRONG THI GIAN TI

E-banking l mng kinh doanh c cc NH trn
th gii tp trung pht trin mnh t cch y
khong 20 nm bi tnh kinh t, v hiu qu ca
n. Ti Vit Nam, cng vi s pht trin ca nn
kinh t th trng, do sc p cnh tranh gia cc
t chc ti chnh ngy cng ln v yu cu i hi
ca ngi s dng cng ngy cng cao v tnh
tin li, nhanh chng v bo mt ca dch v, v
c bit l do s pht trin nh v bo ca CNTT,
vin thng, dch v NH khng ngng c ci
tin v dch v NH hin i ra i. Cc NH
Vit Nam v ang n lc ng dng cng ngh
mi, khng ngng pht trin dch v mi tng
sc cnh tranh, nhanh chng ho nhp vi khu
vc v th gii. Mt cuc kho st do ComScore
tin hnh trong nm 2010 6 quc gia gm Vit
Nam, Malaysia, Indonesia, Philippines, Hong
Kong v Singapore cho thy, Vit Nam l mt
trong nhng nc c t l tng hng nm cao nht
v s khch truy cp cc trang web NH, ch ng
sau Indonesia vi mc tng cao nht 72%. Trong
tng lai, con s khch hng s dng cc dch v
NH trc tuyn cn tng gp nhiu ln s bi cc
NH u t rt mnh cho h tng cng ngh.

7.1 Nhm gii php cho cc NHTM

Th nht, tng cng qung b sn phm, dch v
E-banking
dch v E-baking tip cn y n khch
hng v to thi quen s dng dch v ny cho
khch hng, cc NH cn phi tuyn truyn, qung
b thng tin cng nh nhng tin ch v sn phm
n khch hng thng qua cc hnh thc nh sau:
Qung b trn cc phng tin thng tin i
chng nh bo, i, truyn hnh bn cnh cc
knh hin i nh bo mng, tin nhn qua in
thoi v y vn l nhng knh c ng o
ngi dn a chung.
Trin khai nhiu chng trnh khuyn mi, u i
cho khch hng s dng dch v E-banking nh
gim ph giao dch chuyn tin trong nc, min
ph truy vn thng tin, gim phn trm (%) trn
ha n mua sm bng th.
Thng xuyn t chc cc bui hi tho khch
hng nm bt nhu cu khch hng cng nh
gii thiu nhng sn phm dch v mi.

Bn cnh , thanh ton khng dng tin mt l

nhim v ang c NHNN tp trung thc hin
khi " n y mnh thanh ton khng dng tin
mt ti Vit Nam giai on 2011 - 2015" c
Chnh ph ph duyt. Mc tiu cn phi t c
n cui nm 2015 l t l tin mt trong tng
phng tin thanh ton di 11%, ng thi tng
mnh s ngi dn c tip cn dch v thanh
ton, nng t l ngi dn c ti khon NH ln 35
- 40%, s lng cc im chp nhn th t
250.000 vi s lng giao dch t khong 200
triu giao dch / nm.

Nhn vin NH ch ng t vn, gii thiu dch v

E-banking n khch hng giao dch.
Th hai, m rng v pht trin c s h tng v
cng ngh nh c s h tng cho mng li chp
nhn th, y mnh kt ni lin thng mng li
POS trn ton quc, v c bit l cng ngh bo
mt h thng thng tin NH. Cc NH c th mi
chuyn gia t vn nc ngoi, s dng cng ngh
bo mt hin i to nim tin ni khch hng
v t thu ht c nhiu khch hng hn. V
d, tng tnh bo mt cho my ATM cc NH
c th trin khai cc my ATM c bn phm c
m ha theo chun PCI (Payment Card Industry)
ca y ban cc chun mc bo mt quc t, cc
my ny c bn phm c thit k phn ng li
nhng n lc gi mo hoc n cp thng tin, cng
cc c tnh bo mt b sung trong phn mm
iu khin. Hoc cc NH c th trin khai cc
thit b chng c trm th Green Sleeves, c
chc nng ch yu ngn chn k gian lp t cc
thit b c trm th trn, hoc xung quanh khe
t th ca my ATM

Ngoi ra, khi cc mng kinh doanh truyn thng

ca NH nh huy ng v cho vay b thu hp li
th cc NH buc phi y mnh mng dch v phi
truyn thng tng thu nhp v tnh cnh tranh.
V nhng nguyn nhn trn, trong thi gian ti,
dch v E-banking s c pht trin mnh m v
xu hng NH lin kt vi cc cng ty vin thng,
trung tm mua sm, siu th, cc nh phn phi
hng tiu dng cng ngy cng gia tng.
7. GII PHP PHT TRIN BN VNG
Trn c s thc trng v xu hng pht trin E60

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

Bn cnh , cc NH cn y mnh lin kt vi

cc NH khc tng tnh lin kt, lin thng trong
ton ngnh. Vi s lin kt v h tng k thut,
cc NH c th khai thc ti a hiu qu ngun vn
u t cng nh cng nhau chia s chi ph u t,
qun l, vn hnh cng ngh tn km.

- Thc hin tin hc ho cc t chc kinh doanh

dch v, cc NH v t chc tn dng.
- Pht trin h tng c s CNTT v mng vin
thng.
- Nng cao tc ng truyn Internet.
- Gim cc ph vin thng 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.

Th ba, ln k hoch m chi nhnh c th trn

tng tnh thnh, trnh tnh trng m trn lan gy
tn km chi ph v lm gim s tip cn ca Ebanking n vi cc thnh phn dn c, thay vo
l tng cng lp t v m rng ATM,
POS/EFTPOS/EDC.

Th ba, tng cng y mnh hot ng thanh

ton khng dng tin mt thng qua thc hin
ng b cc gii php sau:
- R sot, b sung v sa i cc vn bn quy
phm php lut hng dn thi hnh Lut Ngn
hng Nh nc Vit Nam nm 2010 v Lut Cc
t chc tn dng nm 2010 lin quan n hot
ng thanh ton.
- B sung c th mc ph giao dch tin mt vo
Ngh nh s 161/2006/N-CP v hn mc
thanh ton bng tin mt, ph giao dch tin mt
v vic rt tin mt vi s lng ln bng ng
Vit Nam trong giao dch, thanh ton ti Vit
Nam. Hin nay v thu ht khch hng nn cc
NH quy nh mc ph rt tin mt bng 0%.
Chnh iu ny gp phn lm tng giao dch thanh
ton bng tin mt, k c nhng giao dch c gi
tr ln.
- Ban hnh cc quy nh v bo m an ninh, an
ton, bo mt, phng nga, ngn chn v x l
cc hnh vi vi phm php lut trong hot ng
thanh ton khng dng tin mt.
- Ban hnh cc c ch, chnh sch khuyn khch
ph hp v thu hoc bin php tng t nh u
i v thu i vi doanh s bn hng ha, dch
v thanh ton bng th qua VCNT khuyn
khch cc n v bn hng ha, dch v chp nhn
thanh ton bng th, khuyn khch ngi dn s
dng th thanh ton mua hng ha, dch v,
thay th giao dch thanh ton bng tin mt.
- Ban hnh cc c ch, chnh sch thch hp v
ph dch v thanh ton khuyn khch t chc,
c nhn thc hin thanh ton khng dng tin
mt; iu chnh gim mc ph dch v thanh ton
lin NH nhm tc ng ti mc ph dch v thanh
ton ca cc t chc cung ng dch v thanh ton,
to lp mc ph hp l i vi ngi s dng dch
v.
- Ban hnh quy nh giao dch mua bn bt ng
sn v nhng ti sn c gi tr ln (nh t, xe
my, tu thuyn,) thc hin thanh ton qua NH.
- B tr hp l mng li, tng cng lp t my
rt tin t ng, mng li VCNT ti nhng ni

Th t, gim chi ph s dng dch v E-banking

so vi chi ph khi giao dch trc tip ti quy giao
dch.
Th nm, hon thin v nng cao cht lng dch
v E-banking
Vi nhng dch v E-banking hin c, cc NH
cn hon thin v nng cao hn cht lng sn
phm, v d nh cung cp y tnh nng sn
phm ca cc dch v; in t ha cc th tc,
chng t ng k thay v yu cu khch hng phi
ti NH ng k s dng dch v nh hin nay, d
khch hng thc hin ng k trc tuyn; hay
nh nng hn mc chuyn tin qua mng, qua th
thay v 20 triu hay 50 triu
Th su, pht trin ngun nhn lc cht lng cao
nhm p ng nhu cu cng ngh ha cc dch v
NH. NH c th t o to cho mnh mt i ng
chuyn vin bo mt cng ngh thay v phi thu
ngoi vi chi ph cao. thc hin c iu ny
cc NH cn phi c nhng chnh sch thu ht
nhn ti, thng xuyn m cc lp bi dng
nghip v cho nhn vin, a nhn vin ra nc
ngoi hc hi cng ngh mi
Th by, y mnh lin kt phi hp vi cc c
quan chc nng trin khai thc hin cc bin php
phng chng ti phm trong thanh ton in t.
7.2 Nhm gii php i vi Chnh ph, NHNN
v cc c quan qun l
Th nht, b sung hon chnh khung php l v
E-banking. H thng php l v lnh vc NH hin
nay kh y , tuy nhin i vi giao dch Ebanking, Chnh ph nn ban hnh thm nhng
quy nh c th v nhng trng hp x l tranh
chp trong giao dch in t.
Th hai, cc gii php v nng cao cht lng c
s h tng cng ngh:
61

Journal of Science 2015, Vol. 6 (2), 53 62

Part B: Political Sciences, Economics and Law

iu kin cho php, ph hp vi nhu cu s dng

ca ngi dn.
- Thng xuyn thc hin kim nh cht lng
my rt tin t ng, thit b chp nhn th.

TI LIU THAM KHO

B Cng thng. (2012). Bo co thng mi in t
Vit Nam nm 2012.
Chnh ph Vit Nam. (2012). Ngh nh s
101/2012/N-CP v thanh ton khng dng tin
mt.
ng Cng Hoan. (2013). Pht trin bn vng dch v
th thanh ton Vit Nam. Tp ch Ti chnh. Truy
cp t http://www.tapchitaichinh.vn/Trao-doi-Binhluan/Phat-trien-ben-vung-dich-vu-the-thanh-toan-oViet-Nam/32149.tctc
Hip Hi Ngn hng Vit Nam. Truy cp t
www.vnba.org.vn
Hong Ngn. VietinBank ot 2 Gii thng Ngn
hng Vit Nam tiu biu. Trang web Vietinbank,
t
c
http://www.vietinbank.vn/web/home/vn/events/12/
vietinbank-doat-2-giai-thuong-ngan-hang-viet-namtieu-bieu.html
Hi tho E-Banking. (2013). Thc y dch v ngn
hng a knh hiu qu. Ngy 22/3/2013 ti
TPHCM.
Khng Thu. (21/01/2014). Internet banking chinh phc
lng tin ngi Vit. Bo Tin Phong. Truy cp t
http://www.tienphong.vn/kinh-te/internet-bankingchinh-phuc-long-tin-nguoi-viet-673025.tpo
Moore. (2013). Thng k mi nht v th trng trc
tuyn Vit Nam. Trang web Moore. Truy cp t
http://moore.vn/Tin-tuc/Tin-thi-truong/tin-congnghe/572/Thong-ke-moi-nhat-ve-thi-truong-tructuyen-Viet-Nam.html
Ngn hng Nh nc Vit Nam. Truy cp t
http://www.sbv.gov.vn/
Nguyn Vn Thng. Kinh nghim t Ngn hng
Australia v m rng mng li v qun tr ri ro.
Trang
web
Vietinbank.
Truy
cp
t
http://www.vietinbank.vn/web/home/vn/research/1
4/kinh-nghiem-tu-ngan-hang-australia-ve-mo-rongmang-luoi-va-quan-tri-rui-ro.html
Vietinbank.
Truy
cp
t
https://www.vietinbank.vn/web/home/vn/index.htm
l
Vietnam Business Daily News. (2013). Nhiu ngn
hng trin khai dch v trn in thoi di ng.
Truy cp t http://www.thebusiness.vn/congnghe/nhieu-ngan-hang-trien-khai-dich-vu-tren-dienthoai-di-dong-p2938.html

Th t, y mnh cng tc thng tin, tuyn

truyn, hng dn trong ton x hi:
- Thng xuyn t chc cc t tuyn truyn, ph
bin kin thc v E-banking cc hnh thc thch
hp trn cc phng tin thng tin i chng.
- Xy dng v thc hin cc chng trnh o to
cho nhn vin ca cc t chc cung ng dch v
E-banking v cc t chc lin quan.
Tc gi hy vng tng th cc gii php nu trn s
gp phn thc y tng trng v pht trin bn
vng dch v E-banking trong nc, gp phn
em li li ch cho khch hng, NH v cho nn
kinh t nh nhng tin ch, s nhanh chng, chnh
xc ca cc giao dch.
8. KT LUN
Hin nay nc ta ang trong giai on hi nhp
kinh t quc t, tt c cc ngnh ni chung v
ngnh NH ni ring u cn c cng ngh ha
bt kp xu th pht trin chung ca th gii.
i vi ngnh NH th dch v E-banking c
xem l mt trong nhng sn phm quan trng
gip cc NH c th cnh tranh v pht trin tt
hn bi tnh nhanh chng, tin li, v bo mt ca
loi hnh dch v ny. Thc t, trong nhng nm
qua cc NH ti Vit Nam v ang ln lt trin
khai cc dch v E-banking n khch hng. Song
tm l e ngi s thay i ca khch hng cng vi
vic thiu nhng chnh sch h tr pht trin dch
v E-banking t Chnh ph, cng nh chi ph u
t cao l nhng tr ngi trong pht trin bn vng
dch v E-banking ca cc NH. Trc thc t ,
pht trin bn vng dch v ny khng ch i
hi s n lc ca ring cc NH m cn cn c s
u t, phi hp ca Chnh ph, NH Nh nc v
cc c quan lin quan. Hy vng s phi hp cht
ch gia cc c quan s gip dch v E-banking
Vit Nam pht trin hn na v bn vng trong
thi gian ti.

62