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NGUYEN THI CAM PHUONG DEVELOPING THE ELECTRONIC BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM TAN DINH BRANCH GRADUATE THESIS MAJOR BANKING AND FINANCE CODE 7340201 HO C[.]
MINISTRY OF EDUCATION AND TRAINING THE STATE BANK OF VIETNAM HO CHI MINH UNIVERSITY OF BANKING *********************** NGUYEN THI CAM PHUONG DEVELOPING THE ELECTRONIC BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM - TAN DINH BRANCH GRADUATE THESIS MAJOR: BANKING AND FINANCE CODE: 7340201 HO CHI MINH CITY, 2022 NGUYEN THI CAM PHUONG DEVELOPING THE ELECTRONIC BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM - TAN DINH BRANCH GRADUATE THESIS MAJOR: BANKING AND FINANCE CODE: 7340201 SUPERVISOR Assoc Prof Dr HOANG THI THANH HANG HO CHI MINH CITY, 2022 i EXECUTIVE SUMMARY Today, information technology plays a very important role in the development of industries in the economy As the economy develops, people's living and awareness levels are higher, and the demand for information technology is more powerful and diverse However, what is important is how new technologies can promote the highest efficiency in their application Banking is one of the fastest and most thorough applications of information technology The strong development of the information technology industry has made great changes in the field of traditional banking technology The introduction of ecommerce products and services into banks will diversify traditional banking products and services, opening up new opportunities and new competitiveness The development of electronic banking services is always invested by commercial banks, digital technologies, new technologies, high technologies, information and telecommunications infrastructure in products, to improve the quality of customers, raise the efficiency, and sustainable development of each bank In Viet Nam, banking services still have many different waunderstoodanding, the regulations on banking services are still plentiful, however, banking services are widely interpreted as the entire banking operations provided by commercial banks to the economy called banking services The development of e-banking services is an inevitable trend in the context of international economic integration It' s not since the covid - 19 pandemic occurs, the new number of development payments developed from a long time, in many countries around the world, the absence of cash has become a strong payment trend DECLARATION I hereby declare that this is my own research work, the research results presented in the thesis are honest and objective The sources of information cited in this thesis are clearly indicated I am responsible for my thesis Signature Nguyen Thi Cam Phuong ACKNOWLEDGE Firsthand and foremost, I am really grateful and would like to send my sincerest and special thanks to my supervisor, Ms Hoang Thi Thanh Hang for helping me to finish this challenging thesis In spite of my defects throughout the process of performing the thesis, she always showed her carings and enthusiasm to support me to overcome Without her conscientious guidance and support, this thesis cannot be successfully accomplished Next, I would like to express my deepest gratitude to the teachers who are teaching at Banking University of Ho Chi Minh City, who have spread the fire, passion and knowledge about economics from the most basic subjects, helping me to have a background in finance - banking Finally, I would like to thank you to my family, friends, and colleagues who have always encouraged and helped me in the process of studying and researching the topic Although I have tried a lot, the thesis is not free of shortcomings I really hope to receive the sympathy, guidance, help, and support of my colleagues TABLE OF CONTENTS EXECUTIVE SUMMARY i DECLARATION ii ACKNOWLEDGE iii LIST OF ACRONNYMS vii LIST OF TABLES viii LIST OF FIGURES ix INTRODUCTION 1 The Importance Of Research Topic Research Objectives 2.1 General objective 2.2 Specific objective Research Questions Research Subjects and Scope 4.1 Research subjects 4.2 Research scope Research methods Contribution of the topic Review of related research 7.1 Review of domestic research 7.2 Review of foreign research CHAPTER 1: OVERVIEW OF ELECTRONIC BANKING SERVICES DEVELOPMENT 1.1 Overview of electronic banking services 1.1.1 The concept of electronic banking 1.1.2 Development stages of electronic banking 11 1.2 Criteria to measure the development of electronic banking services 13 1.2.1 The increase in the number of customers using e-banking services 13 1.2.2 Proportion of e-banking services used by customers 14 1.2.3 The increase in revenue from e-banking products and services 14 1.3 Experience in developing of electronic banking services at commercial banks .15 1.3.1 Military Commercial Joint Stock Bank 15 1.3.2 Asia Commercial Join Stock Bank 16 1.3.3 Tien Phong Commercial Joint Stock Bank 18 1.3.4 Lessons for Joint Stock Commercial Bank for Foreign Trade of Vietnam Tan Dinh Branch 19 SUMMARY OF CHAPTER 22 CHAPTER 2: THE SITUATION OF DEVELOPMENT OF ELECTRONIC BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM – TAN DINH BRANCH 23 2.1 Overview of Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 23 2.1.1 Introduction to the history of establishment and development of Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 23 2.1.2 The organizational structure of Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 24 2.1.3 Overview of the business performance of Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch in the period 2017 - 2021 .27 2.1.3.1 Product 27 2.1.3.2 Business Situation of VCB Tan Dinh Branch 33 2.2 Analyzing the situation of developing e-banking services at Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 34 2.2.1 Number of customers using electronic banking services 34 2.2.2 Proportion of using products of e-banking services 37 2.2.3 Revenue from transactions of e-banking services 38 2.3 Evaluation of the current situation of developing e-banking services at Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 40 2.3.1 Achievements 40 2.3.2 Limitations and causes 43 2.3.2.1 Limitations 43 2.3.2.2 Causes of limitations 45 SUMMARY OF CHAPTER 48 CHAPTER 3: SOLUTIONS FOR DEVELOPMENT OF ELECTRONIC BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM – TAN DINH BRANCH 50 3.1 Development orientation of e-banking services at Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 50 3.1.1 General orientation 50 3.1.2 Specific orientation 51 3.2 Some solutions to develop electronic banking services at Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 52 3.2.1 Developing direction and strategy of operation 52 3.2.2 Technology base 53 3.2.3 Human Resources 54 3.2.4 Other solutions 56 3.3 Recommendations to Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh Branch 57 SUMMARY OF CHAPTER 62 CONCLUSION 63 REFERENCES LIST OF ACRONNYMS Acronnyms Meaning E-banking VCB Electronic Banking Joint Stock Commercial Bank For Foreign Trade Of Vietnam Military Commercial Joint Stock Bank Asia Commercial Join Stock Bank Tien Phong Commercial Joint Stock Bank Automatic Teller Machine Cost, Insurance, Freight One Time Password Short Message Service Point Of Sale MB ACB TP ATM CIF OTP SMS POS LIST OF TABLES Table Business products at VCB Tan Dinh 27 Table 2 Business performance results of VCB Tan Dinh in 2018 – 2020 33 Table Number of customers using e-banking services at VCB Tan Dinh Branch 35 Table Number of cards issued at VCB Tan Dinh branch 35 Table Number of activations of e-banking services at VCB Tan Dinh 37 Table Revenue from non-cash payment services at VCB Tan Dinh 39 ... THE SITUATION OF DEVELOPMENT OF ELECTRONIC BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM – TAN DINH BRANCH 23 2.1 Overview of Joint Stock Commercial Bank. .. Analyzing the situation of developing e -banking services at Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch 34 2.2.1 Number of customers using electronic banking services. .. finance and banking with the hope of contributing to the development of e -banking services of the Joint Stock Commercial Bank for Foreign Trade of Vietnam in general and for the Tan Dinh branch in