BỘ GIÁO DỤC VÀ Đ Ạ TRƯỜNG ĐẠI HỌC KINH TẾ THÀNH …dulieu.tailieuhoctap.vn/books/luan-van-de-tai/luan-van-de-tai-cao... · BIDV Ngân hàng Đầu tư và phát

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

------------------------

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 Ngn hng thng mi c phn Chu

ATM My rt tin t ng

BIDV Ngn hng u t v pht trin Vit Nam

CA Chng ch s

CMND Chng minh nhn dn

CNTT Cng ngh thng tin

EAB Ngn hng thng mi c phn ng

LAN Mng cc b

NH Ngn hng

NHTM Ngn hng thng mi

SCB Ngn hng thng mi c phn Si Gn Thng Tn

TCBS Gii php Ngn hng ton din

TK Ti khon

TMCP Thng mi c phn

TMT Thng mi in t

VCB Ngn hng Ngoi thng Vit Nam

VIP Khch hng thn thit

VPN Mng ring o

WAN Mng din rng

WTO T chc thng mi th gii

DANH MC BNG, BIU

Bng 2.1 Qu trnh tng vn iu l ti ACB t 1993 n 2007

Bng 2.2 So snh cc tin ch ca sn phm Ngn hng in t ca

ACB v cc Ngn hng TMCP

Bng 2.3 Kt qu kinh doanh t dch v Home-Banking

v Mobile-Banking t nm 2004 n thng 6 nm 2008

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

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

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

Biu 2.4 Li nhun trc thu ca ACB trong giai on 2003 2007

Biu 2.5 Gii tnh

Biu 2.6 tui

Biu 2.7 Thi gian giao dch vi ACB

Biu 2.8 Ngh nghip

Biu 2.9 Loi hnh cng ty ang lm vic

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

Biu 2.15 L do cha s dng dch v

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

1

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 E-

business), 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

2

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: - 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

- 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

3

1.2. S PHT TRIN CA DCH V NGN HNG IN T: 1.2.1 Cc giai on pht trin ca Ngn hng in t:

Nm 1989, Ngn hng ti M (WellFargo), ln u tin cung cp dch v

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

4

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 Home-

banking. 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

5

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 Internet-

banking 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,

6

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

7

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 (Phone-

banking); 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

8

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:

9

- 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:

10

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,

11

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.

12

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 :

13

Stt Hnh thc giao dch Ph bnh qun 1 giao dch (USD)

1 Giao dch qua nhn vin Ngn hng 1,07

2 Giao dch qua in thoi 0,54

3 Giao dch qua ATM 0,27

4 Giao dch qua Internet 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

14

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.

15

- 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

16

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.

17

- 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 .

18

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.

19

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.

20

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.

21

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.

22

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

2.1.1 Thng 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

23

- 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

24

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)

25

- 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:

26

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 Vn iu l (t ng) S lng c ng

1993 20 18

1994 70 38

1997 341 557

2/2005 600 756

7/2005 656 756

8/2005 948.32 780

2/2006 1,100 786

12/2007 2,630 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:

3 S liu hp nht

27

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

10,85515,420

24,273

44,650

85,392

010,000

20,00030,00040,000

50,00060,00070,000

80,00090,000

2003 2004 2005 2006 2007

T ng

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

9,92814,354

22,341

39,736

74,943

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

2003 2004 2005 2006 2007

T ng


28

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

5,3966,760

9,563

17,365

31,974

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

2003 2004 2005 2006 2007

T ng


Biu 2.4: Li nhun trc thu ca ACB trong giai on 2003 2007

188 282392

687

2127

0

500

1000

1500

2000

2500

2003 2004 2005 2006 2007

T ng


29

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

30

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

31

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.

32

+ 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

33

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

34

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.

35

- 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

36

- 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.


- 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)

37

- 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


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:



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.

38


- 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


39

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 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

40


- 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.

41

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.

42

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


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.

43

Bng 2.2 So snh cc tin ch ca dch v Ngn hng in t ca ACB v cc

Ngn hng TMCP

Chc nng ACB VCB Techcombank EAB

Internet-banking

Kim tra s d ti khon, s d th x x x x

Xem v in giao dch tng thng x x x x

Cp nht nhng thng tin v sn phm mi nht ca

Ngn hng

x x x x

Tham kho biu ph, li sut tit kim, t gi hi oi x x x x

Tham kho thng tin v gi chng khon x

Tham kho bng gi vng trc tuyn ca sn giao dch

vng

x

ng k th trn mng x

ng k vay trn mng x

Chuyn khon t ti khon th n ti khon th x

Thanh ton trc tuyn trn mng x x

Thanh ton ha n x x

Mua th tr trc v lit k giao dch mua th tr trc x

Home-banking

Tra cu thng tin ti khon ( xem s d, lit k v in giao

dch)

x x x

Cp nht nhng thng tin mi nht v Ngn hng, tham

kho li sut tit kim, t gi hi oi

x x x

Thanh ton ha n (cc ph in, nc, in thoi,

internet)

x x x

Chuyn khon trn mng x x

Chuyn i ngoi t t TGTT ngoi t sang ti khon x

44

tin gi thanh ton VND trong cng h thng

Hng dn ci t min ph x

Phone-banking

Kim tra s d tin gi thanh ton x x x x

Nghe 5 giao dch pht sinh mi nht x x x x

Nghe thng tin v li sut, t gi hi oi v gi chng

khon

x x x x

Yu cu gi bn fax lit k giao dch, li sut tit kim v

t gi hi oi.

x x x x

Yu cu gi bn fax gi chng khon, lit k giao dch

chng khon

x

Mobile-banking

Xem thng tin s d ti khon, s d th x x x x

Kim tra 5 giao dch pht sinh mi nht x x x x

Nhn tin nhn khi s d ti khon thay i x x x x

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

khon

x x x x

Thanh ton ha n (in, nc, in thoi) x x x

Chuyn khon trn mng x x x

Nhn tin nhn thng bo kt qu giao dch chng khon x

ng k lm th x

ng k vay tn chp x

Thanh ton trc tuyn x

Mua th tr trc v lit k giao dch mua th tr trc x

M/kha ti khon th x

Ngun: Tng hp thng tin t cc trang web ca ACB, VCB, EAB, Techcombank cp nht n

ngy 26/08/2008

45

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 (Mobile-

banking, 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

2005 2006 2007 Ch tiu 2004 Thc

hin So vi 2004

Thc hin

So vi 2005

Thc hin

So vi 2006

n T.6/2008

Home-banking

Doanh s (t ng) 180 570 317% 888 156% 3,087 348% 2,424S lng khch hng 596 890 149% 1,163 131% 1,517 130% 1,774S lng giao dch 5,105 15,764 309% 20,366 129% 34,358 169% 32,374

Mobile-banking

Doanh s (t ng) 9,5 10,3 108% 8,7 84% 8,4 97% 4.8S lng khch hng 2,921 3,278 112% 3,500 107% 3,794 108% 3,953S lng giao dch 1,776 19,620 1105% 14,509 74% 11,281 78% 6,000

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

46

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 Mobile-

banking 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.

47

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

48

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.

49

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

50

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

51

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.

52

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

53

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

54

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.

55

2.4.2.1 c im i tng nghin cu

Biu 2.5: Gii tnh

Nam47%N

53%

Biu 2.6: tui

Di 25 10%

T 25 - 3548%

T 46 - 559%

Trn 553%

T 36 - 4530%

Biu 2.7: Thi gian giao dch vi ACB

T 5 - 10 nm30%

Di 2 nm24%

Trn 10 nm4%

T 2 - 5 nm42%

56

Biu 2.9: Loi hnh cng ty ang lm vic

36.9%

26.2%

15.5%

7.7%

13.7%

Cng ty TNHH

Doanh nghip t nhn

Doanh nghip nh nc

Cng ty c phn

Cng ty 100% vn nc ngoi

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

Biu 2.10: Dch v ang s dng

80.5%75.9%

70.7%23.7%

20.7%12.0%

Tng i 247Mobile-bankingInternet-bankingPhone-bankingHome-bankingCha s dng

Sinh vin, 2%

Khc, 1%

V hu, 4%Ni tr ,

5%

ang i lm 88%

Biu 2.8: Ngh nghip

57

Biu 2.11: Ngun nhn bit thng tin

40.2%27.8%

26.5%16.2%

14.1%1.7%

Nhn vin ngn hng t vnTrang web ACB

Phng tin truyn thngNgi thn, bn b, ng nghip

T bm/t ri ngn hngKhc

Biu 2.12: Tin ch s dng

72.2%59.4%

34.2%20.5%

18.4%10.7%

Kim tra s dThanh ton ha n

Cp nht thng tin, li sutChuyn khon

Thanh ton/nhn lngKhc

Biu 2.13: Tn sut s dng mi thng

T 10 - 20 ln32%

Trn 40 ln9%

Di 10 ln31%

Khng nh6%

T 20 - 30 ln11%

T 30 - 40 ln11%

58

Biu 2.14: L do s dng dch v

79.5%

74.4%

61.5%

41.9%

8.1%

Giao dch tin li, nhanh chng

Ngn hng c uy tn

Min ph dch v s dng

p ng nhu cu thanh ton nhiu, lin tc

Khc

nh gi v dch v Ngn hng in t ca ACB

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

Biu 2.15: L do cha s dng dch v

78.1%46.9%

34.4%25.0%

18.8%12.5%

9.4%

Dch v mi, cha bit, cha c thng tinCha c nhu cu

Khng an tm, an tonKhng quan tm

Quen n giao dch ti ngn hngLo ngi th tc rm r

Quen s dng dch v ca ngn hng khc

59

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

60

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 Home-

banking 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

61

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.

62

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

63

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

64

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

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