BỘ GIÁO DỤC VÀ ĐÀO TẠO NGÂN HÀNG NHÀ NƯỚC VIỆT NAM TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP HỒ CHÍ MINH NGUYỄN THỊ LY NA DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG THƯƠNG MẠI CỔ PHẦN SÀI GÒN LUẬN VĂN THẠC SỸ KI[.]
BỘ GIÁO DỤC VÀ ĐÀO TẠO NGÂN HÀNG NHÀ NƯỚC VIỆT NAM TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP.HỒ CHÍ MINH - - NGUYỄN THỊ LY NA DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG THƯƠNG MẠI CỔ PHẦN SÀI GÒN LUẬN VĂN THẠC SỸ KINH TẾ TP HỒ CHÍ MINH - NĂM 2016 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com BỘ GIÁO DỤC VÀ ĐÀO TẠO NGÂN HÀNG NHÀ NƯỚC VIỆT NAM TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP.HỒ CHÍ MINH - - NGUYỄN THỊ LY NA DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG THƯƠNG MẠI CỔ PHẦN SÀI GÒN LUẬN VĂN THẠC SỸ KINH TẾ Chuyên ngành: Tài Chính – Ngân Hàng Mã ngành: 60 34 02 01 GVHD: TS TRẦN TRỌNG HUY TP HỒ CHÍ MINH - NĂM 2016 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LỜI CAM ĐOAN Tôi tên là: Nguyễn Thị Ly Na Sinh ngày: 07/07/1986 Quê quán: Quảng Nam Hiện công tác Ngân hàng TMCP Sài Gòn (SCB) Là học viên cao học khóa 16 ngành tài – ngân hàng trường ĐH Ngân Hàng TP.HCM Tôi xin cam đoan: Luận văn thạc sỹ “Dịch vụ ngân hàng điện tử Ngân hàng TMCP Sài Gòn” Người hướng dẫn khoa học: TS.Trần Trọng Huy Luận văn chưa trình nộp để lấy học vị thạc sĩ trường đại học Luận văn công trình nghiên cứu riêng tác giả, kết nghiên cứu trung thực, khơng có nội dung công bố trước nội dung người khác thực ngoại trừ trích dẫn dẫn nguồn đầy đủ luận văn Tôi xin chịu hoàn toàn trách nhiệm lời cam đoan danh dự tơi TP Hồ Chí Minh, ngày tháng năm 2016 Tác giả Nguyễn Thị Ly Na LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com MỤC LỤC Lời cam đoan Mục lục Danh mục từ viết tắt Danh mục bảng số liệu Danh mục biểu đồ MỞ ĐẦU····························································································· CHƯƠNG 1: CƠ SỞ LÝ LUẬN VỀ DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ ·········· 10 1.1 TỔNG QUAN VỀ DỊCH VỤ NGÂN HÀNG·········································· 10 1.1.1 Khái niệm dịch vụ ngân hàng························································· 10 1.1.2 Đặc điểm dịch vụ ngân hàng······························································11 1.1.3 Phân loại dịch vụ ngân hàng theo trình phát triển ngân hàng thương mại13 1.2 DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ·····················································15 1.2.1 Khái niệm dịch vụ ngân hàng điện tử················································ 15 1.2.2 Quá trình hình thành phát triển dịch vụ ngân hàng điện tử······················· 15 1.2.3 Các đặc điểm dịch vụ ngân hàng điện tử···········································16 1.2.4 Các loại hình dịch vụ ngân hàng điện tử chủ yếu ngân hàng··············· 17 1.2.5 Các phương tiện toán dịch vụ ngân hàng điện tử························ 19 1.3 PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ································· 20 1.3.1 Khái niệm phát triển dịch vụ ngân hàng điện tử····································20 1.3.2 Các tiêu chí đánh giá phát triển dịch vụ ngân hàng điện tử·················· 21 1.3.2.1 Các tiêu chí số lượng···························································· 21 1.3.2.2 Các tiêu chí chất lượng·························································· 23 1.4 CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN SỰ PHÁT TRIỂN CỦA DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ················································································· 25 1.4.1 Các nhân tố thuộc môi trường kinh doanh·········································· 25 1.4.1.1 Cơ sở pháp lý·········································································25 1.4.1.2 Mức độ hội nhập kinh tế quốc tế cạnh tranh nội ngành··········26 1.4.1.3 Tăng trưởng phát triển kinh tế môi trường xã hội··························· 26 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 1.4.1.4 Tình hình trị trật tự an tồn xã hội····································· 27 1.4.1.5 Các yếu tố thuộc khách hàng··················································· 27 1.4.1.6 Đối thủ cạnh tranh··································································· 28 1.4.2 Các nhân tố thuộc ngân hàng··························································28 1.4.2.1 Năng lực tài chính··································································· 28 1.4.2.2 Hạ tầng công nghệ thông tin······················································· 29 1.4.2.3 Năng lực quản trị điều hành chiến lược nguồn nhân lực hiệu quả········ 29 1.4.2.4 Kênh phân phối······································································ 30 1.4.2.5 Chính sách khách hàng····························································· 30 1.5 RỦI RO TRONG PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ··········31 1.5.1 Rủi ro nội ngân hàng···························································· 31 1.5.2 Rủi ro giao dịch NHĐT với khách hàng········································· 32 1.5.3 Rủi ro cơng nghệ từ phía nhà cung cấp··················································32 1.6 SỰ CẦN THIẾT PHẢI PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI CÁC NGÂN HÀNG·············································································· 33 1.6.1 Đối với xã hội··············································································· 33 1.6.2 Đối với ngân hàng····································································· 34 1.6.3 Đối với khách hàng·········································································35 1.7 BÀI HỌC KINH NGHIỆM TỪ DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI MỘT SỐ NƯỚC TRÊN THẾ GIỚI·································································· 36 1.7.1 Dịch vụ ngân hàng điện tử số nước giới····························· 36 1.7.2 Bài học kinh nghiệm cho SCB····························································37 KẾT LUẬN CHƯƠNG 1······································································· 39 CHƯƠNG 2: THỰC TRẠNG DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG THƯƠNG MẠI CỔ PHẦN SÀI GÒN············································· 40 2.1 TỔNG QUAN VỀ NGÂN HÀNG TMCP SÀI GÒN·································40 2.1.1.Quá trình hình thành········································································ 40 2.1.1.1 Sơ lược hoạt động Ngân hàng TMCP Sài Gòn························· 40 2.1.1.2 Cơ cấu tổ chức······································································· 41 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 2.1.2 Kết hoạt động kinh doanh giai đoạn 2012-2015·································· 42 2.1.2.1 Chỉ tiêu tổng tài sản: ···································································· 44 2.1.2.2 Chỉ tiêu vốn chủ sở hữu································································· 44 2.1.2.3 Chỉ tiêu huy động vốn··································································· 44 2.1.2.4 Dư nợ tín dụng···········································································45 2.1.3 Q trình ứng dụng cơng nghệ thơng tin SCB······································47 2.2 THỰC TRẠNG PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG TMCP SÀI GÒN········································································49 2.2.1 Các dịch vụ ngân hàng điện tử triển khai SCB······························ 49 2.2.1.1 SCB Mobile Banking······························································· 49 2.2.1.2 Internet Banking····································································· 49 2.2.1.3 SMS Banking·········································································49 2.2.1.4 Dịch vụ thẻ··········································································· 50 2.2.2 Tình hình thu nhập từ dịch vụ ngân hàng điện tử SCB·························· 51 2.2.2.1 Dịch vụ thẻ············································································52 2.2.2.2 Dịch vụ Mobile Banking··························································· 55 2.2.2.3 Dịch vụ SMS Banking······························································ 55 2.2.2.4 Dịch vụ Internet Banking···························································56 2.2.2.5 Hệ thống AMT/POS································································· 57 2.2.3 Sự cần thiết SCB việc phát triển dịch vụ ngân hàng điện tử············· 58 2.2.4 Đánh giá chất lượng dịch vụ NHĐT ngân hàng TMCP Sài Gịn thơng qua ý kiến khách hàng····················································································· 62 2.3 ĐÁNH GIÁ THỰC TRẠNG PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG TMCP SÀI GÒN QUA PHÂN TÍCH MƠ HÌNH S.W.O.T.··· 63 2.3.1 Những hội················································································63 2.3.2 Những thách thức···········································································64 2.3.3 Những điểm mạnh··········································································68 2.3.4 Những điểm yếu nguyên nhân························································ 69 KẾT LUẬN CHƯƠNG 2······································································· 75 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHƯƠNG 3: MỘT SỐ GIẢI PHÁP PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG TMCP SÀI GÒN···················································76 3.1 ĐỊNH HƯỚNG PHÁT TRIỂN··························································· 76 3.1.1 Định hướng Ngân hàng Nhà Nước cho việc phát triển dịch vụ ngân hàng điện tử ngân hàng đến năm 2020······························································76 3.1.2 Định hướng phát triển dịch vụ ngân hàng điện tử ngân hàng TMCP Sài Gòn giai đoạn 2016 - 2020···················································································76 3.2 GIẢI PHÁP PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ TẠI NGÂN HÀNG TMCP SÀI GÒN········································································79 3.2.1 Giải pháp công nghệ····································································79 3.2.2 Giải pháp an ninh bảo mật························································· 81 3.2.3 Giải pháp nguồn nhân lực····························································· 82 3.2.4 Giải pháp quản trị hoạt động ngân hàng············································· 83 3.2.5 Giải pháp sản phẩm dịch vụ ngân hàng··············································90 3.2.6 Giải pháp tài chính······································································93 3.3 MỘT SỐ KIẾN NGHỊ VỚI CHÍNH PHỦ, NHNN VÀ HIỆP HỘI NGÂN HÀNG······························································································· 94 3.3.1 Hoàn thiện hệ thống pháp luật cho phát triển dịch vụ ngân hàng điện tử ngân hàng··························································································· 94 3.3.2 Tăng cường phát triển sở hạ tầng công nghệ······································· 95 3.3.3 Nâng cao trình độ cơng nghệ thơng tin cho lực lượng phát triển dịch vụ ngân hàng điện tử························································································· 96 3.3.4 Phát huy vai trò cầu nối NHTM Hiệp Hội ngân hàng················· 96 KẾT LUẬN CHƯƠNG 3······································································· 96 KẾT LUẬN························································································ 97 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com DANH MỤC TỪ VIẾT TẮT STT Viết tắt Cụm từ CNTT Công nghệ thông tin NHNN Ngân hàng nhà nước NHTM Ngân hàng thương mại NHTMCP Ngân hàng thương mại cổ phần TCTD Tổ chức tín dụng NHĐT Ngân hàng điện tử E-Banking Dịch vụ ngân hàng điện tử TPBank Ngân hàng thương mại cổ phần Tiên Phong eBank Dịch vụ ngân hàng điện tử TPBank 10 TMĐT Thương mại điện tử 11 HĐQT Hội đồng quản trị 12 ALCO 13 CSTT Ủy ban quản lý tài sản nợ - tài sản có Chính sách tiền tệ LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com DANH MỤC BẢNG SỐ LIỆU STT Tên bảng Bảng 2.1: Tình hình kết kinh doanh SCB giai đoạn 2012 – 2015 Bảng 2.2: Tình hình huy động vốn SCB giai đoạn 2012 – 2015 Bảng 2.3: Dư nợ cho vay theo kỳ hạn giai đoạn 2012 – 2015 Bảng 2.4: Kết thu phí dịch vụ NHĐT SCB so với tổng thu từ hoạt động dịch vụ giai đoạn 2012-2015 Bảng 2.5: Hoạt động kinh doanh thẻ SCB giai đoạn 2012 2015 Bảng 2.6: Số lượng khách hàng doanh số thu phí SMS 2012 - 2015 Bảng 2.7: Tổng hợp thu chi dịch vụ thẻ NHĐT 20122015 Bảng 3.1: Chương trình phát triển thương hiệu SCB Trang 43 45 47 51 52 55 59 89 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com DANH MỤC BIỂU ĐỒ STT Tên biểu đồ Biểu đồ 2.1: Tỷ lệ nợ xấu SCB giai đoạn 2012 – 2015 Biểu đồ 2.2: Số lượng thẻ ghi nợ nội địa giai đoạn 2012 -2015 Biểu đồ 2.3: Số lượng thẻ tín dụng SCB giai đoạn Trang 46 53 54 2012 – 2015 Biểu đồ 2.4: Kết doanh thu dịch vụ thẻ giai đoạn 2012 – 2015 Biểu đồ 2.5: Số lượng khách hàng sử dụng dịch vụ Internet Banking giai đoạn 2012– 2015 Biểu đồ 2.6: Hệ thống ATM/POS SCB giai đoạn 2012 - 2015 Biểu đồ 2.7: Thu dịch ròng dịch vụ thẻ NHĐT SCB giai đoạn 2012 - 2015 54 56 57 59 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ... Ngân hàng nhà nước NHTM Ngân hàng thương mại NHTMCP Ngân hàng thương mại cổ phần TCTD Tổ chức tín dụng NHĐT Ngân hàng điện tử E-Banking Dịch vụ ngân hàng điện tử TPBank Ngân hàng thương mại cổ. .. công dịch vụ ngân hàng điện tử này, có Ngân hàng TMCP Sài Gịn (SCB) Nhận biết tính chất quan trọng dịch vụ ngân hàng điện tử, lợi ích thiết thực mà dịch vụ ngân hàng điện tử mang lại cho ngân hàng, ... điện tử Ngân hàng TMCP Sài Gòn Câu hỏi nghiên cứu - Dịch vụ ngân hàng điện tử có vai trị nào? Đặc trưng dịch vụ ngân hàng điện tử yếu tố ảnh hưởng đến phát triển dịch vụ ngân hàng điện tử? -