THÔNG TIN TÀI LIỆU
BO• GIAO DUC VA DAO TAO • • TRUONG DAI HOC KINH TE QUOC DAN TRlfONG THI• MY LE• TRUONG DHKTQD TT THONG TIN THUVIEN NANG CAO CHAT LVONG DICH VU• THANH TOAN • • KHONG DUNG TIEN MAT TAI NGAN HANG TMCP DAU TV • • VA PHAT TRIEN VIET NAM - CHI NHANH TAY HA NOI • • CHUYEN NGANH: KINH TE CHINH TRI MA NGANH: 8310102 LUAN VAN THAC SI KINH TE CHINH TRI• • • Ngiriri hiring dan khoa hoc: PGS.TS DAO THI PHVONG LIEN DAI HOC K.T.Q.D TT THONG TIN THU’VIEN PHONG LI AN AN -Tl"LIEU HA NOI-2018 LOI CAM DOAN Toi xin cam doan day la cong trinh nghien ciru toi thuc hien Cac so lieu va k6t qua trinh bay luan van la trung thuc, chua duoc cdng bo boi bat ky tac gia nao hay o bat ky cong trinh nao khac Hoc vien Truong Thi My Le LCJI CAM ON Luan van thac si dirge thuc hien tai Truong Dai hoc Kinh te Quoc dan dudi su hudng dan khoa hoc cua PGS.TS Dao Thi Phuong Lien Hoc vien xin bay td long biet on sau sac toi cac thay co Bo mon Kinh te Chinh tri, Khoa Ly luan chinh tri, Truong Dai hoc Kinh te Quoc dan ve dinh hudng khoa hoc, lien tuc quan tarn sau sat, tao dieu kien thuan loi sudt qua trinh nghien cuu, hoc vien cung xin duoc chan cam on cac nha khoa hoc va ngoai nude, tac gia cua cac cong trinh nghien cuu da duoc hoc vien su dung trich dan luan van ve nguon tu lieu quy bau, nhtrng ket qua lien quan qua trinh nghien ciru hoan luan van Cudi cung la su biet on den PGS.TS Dao Thi Phuong Lien, Lanh dao Chi nhanh Ngan hang BIDV - Tay Ha Noi ve dinh hudng nghien cuu, nguon so lieu duoc su dung luan van, tao dieu kien ve mat cong tac va thdi gian de hoc vien hoan luan van Tac gia Truong Thi My Le I()I CAM DOAN Toi xin cam doan day la cong trinh nghien curu toi thuc hien Cac so lieu va kSt qua trinh bay luan van la trung thuc, chua duqc cong bo boi bat ky tac gia nao hay d bat ky cong trinh nao khac Hoc vien Truong Thi My Le I.()I CAM ON Luan van thac si duoc thuc hien tai Truong Dai hoc Kinh te Quoc dan dudi su hudng dan khoa hoc cua PGS.TS Dao Thi Phuong Lien Hoc vien xin bay to ldng biet on sau sac toi cac thay co Bo mon Kinh te Chinh tri, Khoa Ly luan chinh tri, Truong Dai hoc Kinh te Quoc dan ve dinh hudng khoa hoc, lien tuc quan tarn sau sat, tao dieu kien thuan loi suot qua trinh nghien cuu, hoc vien cung xin duoc chan cam on cac nha khoa hoc va ngoai nude, tac gia cua cac cong trinh nghien cuu da duoc hoc vien su dung trich dan luan van ve nguon tu lieu quy bau, nhung ket qua lien quan qua trinh nghien cuu hoan luan van Cudi cung la su biet on den PGS.TS Dao Thi Phuong Lien, Lanh dao Chi nhanh Ngan hang BIDV - Tay Ha Noi ve dinh hudng nghien cuu, nguon so lieu duoc su dung luan van, tao dieu kien ve mat cong tac va thdi gian de hoc vien hoan luan van rp < • *> Tac gia Truong Thi My Le YEU CAU CUA HOI DONG DANH GIA LUAN VAN THAC SI • • • Ve: Nhtrng diem can sua chua bo sung trade nop luan van ch inh thuc cho Vien Dao tao Sau dai hoc Chu tich Hoi dong Cam ket cua Hoc vien7 rtk V(Xt? C.Cp.l /fe/ J.fo .y /fe» am H.V PGS.TS Dang Van Thang Hoc vien Tru-ong Thi My Le Neu hoc vien co trach nhiem chinh stra theo yeu cau cua Hoi dong danh gia luan van Trong trirong hap khong chinh sua se :hong dtrqc cong nhan ket qua bao ve doc vien phai dong ban yeu cau chinh sua vao trace Muc luc cua Quyen luan van chinh thuc nop cho Vien DTSDH CONG HOA XA HOI CHU NGHIA VIET NAM Doc lap -Tur do- Hanh phiic NHAN XJ.f LUAN VAN THAC SY De tai: Nang cao chat luong dich vu toan khong dung tien mat tai ngan hang thuong mai co phan dau tir va phat trien Viet Nam- Chi nhanh Tay Ha Noi Chuyen nganh Kinh te chinh tri Cua Cao hoc vien Truong Thi My Le Ngtroi nhan xet PGS.TS Nguyen Thi Thanh Hieu, PB Co’ quan cong tac Truong Dai hoc Kinh te Quoc Dan NOI DUNG NHAN XET Tinh cap thiet, y nghia khoa hoc va thuc tien cua de tai luan van Theo Ngan hang Nha nude, den 30/6/2018, tren toan quoc co tren 18.280 ATM va tren 289.070 POS dang hoat dong; POS hien da dupe lap dat tai hau het cac' co sd, chuoi phan phdi, ban le, khach san ldn, dang md rong dan cac co sd y te, benh vien, trrrdng hoc Cac phtrong tien toan, dich vu toan phat trien manh, da dang, nhat la cac phtrong tien, dich vu toan mdi, hien dai ling dung cong nghe thong tin va vien thong Tuy nhien, thuc te la den thdi diem hien viec phat trien toan khong dung tien mat d Viet Nam nhieu han che Cd tdi 40% so dan Viet Nam da co tai khoan ngan hang, nhtrng van tdi 90% chi tieu hang str dung tien mat, 99% str dung tien mat toan cac mat hang dudi 100 nghin dong va co tdi gan 85% giao dich tai ATM la giao dich rut tien Nhung sd lieu cho thay, viec phat trien toan khong dung tien mat hudng tdi muc tieu nam 2020, tien mat chi xuat hien d muc thap hon 10% tren tong phuong dien toan la muc tieu nhieu thach thuc Bdi vay, viec lira chon de tai: Nang cao chat luong dich vu toan khong diing tien mat tai ngan hang thirong mai cd phan dau tir va phat trien Viet Nam- Chi nhanh Tay Ha Noi la str lira chon hop ly, dung din cua Tac gia De tai cd y nghia cap thiet ve ly luan va la yeu clu can thiet doi vdi cac ngan hang thuong mai d Viet Nam Ten tie tai va nhung noi dung cua luan van phu hop vdi chuyen nganh dao tao D6 tai khong trung lap vdi nhtrng luan van da bao ve cho den thdi diem theo ca nhan tdi diroc biet De tai co nhung cong co ban sau 3.1 He thong hoa dirge ly luan co ban ve chat lirgng dich vu toan khong dung tien mat cua NHTM thong qua trinh bay khai niem, dac diem, phan loai dich vu toan khong dung tien mat cua NHTM; tac gia da phan ti'ch khai niem, cac tieu chi danh gia, cac nhan to anh hirong den chat lirgng dich vu toan khong dung tien mat cua NHTM Dac biet luan van da danh thoi lirgng phu hop (5 trang) de phan tich kinh nghiem toan khong dung tien mat cua NHTM Cong thirong Viet Nam- Chi nhanh Tay Ha Noi , NHTM Ngoai thirong Viet Nam- Chi nhanh Tay Ha Noi, NHTM Sai Gon Thirong Tin- Chi nhanh Tay Ho; tir rut bai hoc doi vdi NHTM co phan dau to va phat trien Viet Nam ve chat lugng dich vu toan khong dung tien mat Day la nhirng phan co so nen tang cho phan tich thirc-te o chuong va de xuat giai phap chirong 3.2.,-Bang nhirng so lieu thirc te va nhirng dan chirng minh hoa co chon loc, luan van da trinh bay qua trinh hinh thanh, phat trien; co cau to chtrc bo may, tinh hinh trien khai dich vu toan khong diing tien mat cua NHTM co phan dau tir va phat trien Viet Nam; tren co so phan tich thirc trang chat lirgng dich vu toan khong dung tien mat tai NHTM co phan dau tir va phat trien Viet NamChi nhanh Tay Ha Noi theo cac tieu chi: an toan; tin cay; tien ich; sir van minh cung cap dich vu toan khong dung tien mat, Toi cho rang day la phan cong nhat cua Luan van chirng to tac gia co hieu biet sau sac ve van de nghien cuu Tir do, tac gia rut nhirng iru diem va han che cung nguyen nhan cua han che dich vu toan khong dung tien mat tai NHTM co phan dau tir va phat trien Viet Nam- Chi nhanh Tay Ha Noi 3.3 Tren co so boi canh niroc va quoc te tac dong den nang cao chat lirgng dich vu toan khong dung tien mat cua cac NHTM, dinh hirong chung ve ,toan khong dung tien mat tai Viet Nam; dinh hirong phat trien cua NHTM co phan dau tir va phat trien Viet Nam; Tac gia da de xuat phuong hirong nang cao chat lirgng dich vu toan khong dung tien mat tai NHTM co phan dau tir va phat trien Viet Nam - Chi nhanh Tay Ha Noi; nhom giai phap nang cao chat lirgng dich vu toan khong dung tien mat tai NHTM co phan dau tir va phat triin Viet Nam - Chi nhanh Tay Ha Noi Cac giai phap tren xuat phat tir phan tich thirc te va dira tren co so ly luan rut o chirong nen co co sb khoa hoc va co kha nang irng dung cao 3.4 Tac gia da s'U^kmg-dwtg-dan-cae-phuong-phap-nghien-Gwu, van dung cac ly luan phu hop Luan van dirge ket cau theo loi truyen thong; ket cau cac chirong muc kha hgp ly, trinh bay ro rang mach lac, cac so lieu trich dan co nguon goc tin cay *’ • 4.1 Chuong 1: Co so ly luan va kinh nghiem thuc tien ve chat luong dich vu toan khong dung tien mat cua NHTM Bo sung PPNC phan Md' dau; trinh bay ky pham vi NC ve noi dung, khong gian, thoi gian Muc 1.2.3 Cac nhan to anh huong den chat luong dich vu toan khong dung tien mat tai NHTM: Nhan to tinh hinh kinh te -xa hoi nen phan tich sau hon ntra ve su phat trien cua thi tru'cmg tai chinh Cuoc each mang cong nghiep 4.0 cung la mot nhan to co anh huong den chat luong dich vu toan khong dung tien mat cua cac NHTM Muc 1.3 Trude trinh bay kinh nhiem, tac gia lai gioi thieu mot so chinh sack cua Nha nude ve phat trien dich vu toan khong dung tien mat ? 4.2 Chuong Thuc trang chat hrong dich vu toan khong dung tien mat tai NHTMCP dau tu va phat trien Viet Nam- chi nhanh Tay Ha Noi Phan danh gia tac gia nen bo sung them nguyen nhan thieu str lien ket noi bo giua cac ngan hang 4.3 Luan van edn mot so loi ky thuat nhu: Danh muc cac chu viet tat phai ghi ro: tu viet tat va nghTa day du (tac gia chia cot la Tu viet tat, Noi dung) Hinh 2.1, 2.2, 2.3, bang 2.8 can bo sung nguon trich dan Bang 2.8 ghi ro TG dieu tra hay su dung dieu tra cua NH Ket luan chung Luan van dai 84 trang vdi bang, hinh la mot cong trinh khoa hoc nghiem tuc cua tac gia Luan van da hoi du cac dieu kien va dat cac yeu cau dat cua mot luan van thac sy chuyen nganh kinh te chinh tri Hoc vien Truong Thi My Le xung dang nhan hoc vi Thac sy kinh te Ha noi, rtgdy 21 th dug 12 nam 2018 Ngubi nhan xet Cau hoi : Trang 42, HV tririh baydieu tra 100 khach hang da va dang giao dich voi NH, co 40 khach hang phia Tay HN, vay HV cho biet 60 KH lai b KV nao ? Tac gia cho biSt han chS ldn nhat dich vu toan khong dung tien mat tai NHTM c6 phan dau tir va phat trien Viet Nam - Chi nhanh Tay Ha Noi la gi va giai phap de khac phuc han che ? 71 hop vdi chien luge phat trien cua ngan hang Danh gia van hoa la mot viec cuc ky kho khan vi van hoa thudng kho thay va de nham lan ve tieu chi danh gia Khi chung ta da xac dinh dugc mot van hoa ly tudng cho BIDV va cung da co su thau hieu ve van hoa dang tdn tai Ngan hang cung nhu Chi nhanh Luc su tap trung tiep theo la vao viec lam the nao de thu hep khoang cach giua nhung gia tri chung ta hien co va nhung gia tri chung ta mong muon Cac khoang cach nen danh gia theo tieu chi: phong cach lam viec, quyet dinh, giao tiep, doi xu Xac dinh vai tro cua lanh dao viec dan dat thay doi van hoa Lanh dao dong vai tro cuc ky quan cho viec xay dung van hoa Lanh dao la ngudi de xudng va hudng dan cac no luc thay doi Lanh dao chiu trach nhiem xay dung tam nhin, truyen ba cho nhan vien hieu dung, tin tudng va cung no luc de xay dung Lanh dao cung dong vai tro quan trong viec xua tan nhung moi lo sg va thieu an toan cua nhan vien Khi khoang cach da dugc xac dinh thi viec tiep theo la soan thao mot ke hoach hanh dong bao gom cac muc tieu, hoat dong, thdi gian, diem moc va trach nhiem cu the Cai gi la uu tien? Dau la chO chung ta can tap trung no luc? can nhung nguon luc gi? Ai chiu trach nhiem ve nhung cong viec cu the? Thdi han hoan thanh? Phd bien nhu cau thay doi, ke hoach hanh dong va dong vien tinh than, tao dong luc cho su thav doi Su thay doi se anh hudng den ddi song nhan vien Ho can dugc biet su thay doi dem lai dieu tot dep cho hg Su dong vien, khuyen khich se de dang hon mgi ngudi dugc biet vai tro cua minh la dong gop va xay dung tuong lai cua BIDV cung nhu cua Chi nhanh Nhan biet cac trd ngai va nguyen nhan tu choi thay doi va xay dung cac chien lugc de doi Loi keo mgi ngudi khoi vung thoai mai cua minh la mot cong viec rat kho Vi vay ngudi lanh dao phai khuyen khich, dong vien va chi cho nhan vien thay lgi ich cua hg tang len qua trinh thay doi The che hoa, mo hinh hoa va cung co su thay doi van hoa Cac hanh vi, quyet dinh cua lanh dao phai the hien la mau hinh cho nhan vien noi theo va phu hop vdi mo hinh van hoa da xay dung 72 Tiep tuc danh gia van hoa cua BIDV, cung nhu cua Chi nhanh va thiet lap cac chuan muc mdi ve khong ngung hoc tap va thay doi Van hoa khong phai la bat bien vi vay ta da xay dung duoc mot van hoa phu hop thi viec quan la lien tuc danh gia va tri cac gia tri tot, truyen ba nhung gia tri cho nhan vien mod 3.3.5 Nhom giaiphap nang cao chat luong nhan luc cua BIDV- Chi nhanh Tay Ha Noi De chu dong hoi nhap mot each co hieu qua can chuan bi va dam bao nhung dieu kien nhat dinh Do la phai day nhanh qua trinh doi moi dong bo va sau sac tren nhieu mat cua hoat dong ngan hang, tu doi mod the che, ca che chinh sach den doi moi cong nghe va qui trinh nghiep vu cho phu hop vai cac thong le quoc te De thuc hien thang lai cac nhiem vu kho khan va phuc tap nay, ddi hoi phai co mot doi ngu nhan luc dugc dao tao ky luong khong chi ve mat chuyen mon, nghiep vu ma edn ca ve khia canh dao due, ban linh nghe nghiep, du sue giai quyet cac van de thuc tien dat ra, san sang chap nhan vugt qua kho khan thach thuc vi su thang loi cua su nghiep ddi mod ngan hang Mat khac, neu chi tap trung vao dau tu ddi mdi cong nghe ma khdng quan tam den viec boi duong, dao tao nhan luc am hieu ve linh vuc thi se dan den lang phi von dau tu, hieu qua su dung cong nghe thap kern Do vay, giai phap dao tao va phat trien nguon nhan luc phuc vu chien luge nang cao chat lugng dich vu toan khdng dung tien mat cua BIDV - Chi nhanh Tay Ha Noi, dd la: Thir nhat, can thong nhat cao ve mat nhan thuc cung nhu su nhat quan to chuc thuc hien coi nguon nhan luc chat lugng cao la yeu to quyet dinh su cong phat trien dich vu, canh tranh va hoi nhap Thir hai, thuc su ddi mdi tu va each thuc to chuc thuc hien cong tac dao tao theo hudng xuat phat tir nhu cau thuc te Theo nghia do, chi nhanh can to chuc dao tao can bo theo cac hudng cu the nhu sau: Dao tao lai can bo quan ly de co nhung kien thuc ca ban tren mot sd linh vuc quan nhu quan tri ngan hang, quan ly dieu hanh kinh doanh, cac kien thuc ve cong nghe thong tin, md rong thi trudng, phan tich, du bao phong ngira rui ro, quan ly hanh chinh 73 Doi voi cac can bo giao dich, ngoai trinh chuyen mon nghiep vu thao, chuyen nghiep, can chu dao tao nang cao ky nang giao tiep va phuc vu khach hang Cac can bo giao dich can phai duoc hoc qua cac lop dao tao, huan luyen ve ky nang giao tiep voi khach hang dat biet la ky nang phong van, ky nang dam phan, ky nang marketing Ngoai can tap trung dao tao, nang cao nang luc cho nhan vien ve tin hoc de co the van hanh thao cac may moc, thiet bi,- nghien cuu khai thac, su dung toi da cac tinh nang cua cac phuong tien, cong nghe hien dai de nang cao chat luong va hieu qua cua cac mat hoat dong nhu tin hoc hoa quan ly van phong, van hanh cac chuong trinh ung dung hien co de khai thac phuc vu khach hang va cai tien sang tao, viet cac san pham phan mem dap ung yeu cau cu the cua he thong ngan hang BIDV Can gan ket chat che giua cong tac dao tao va su dung nguon nhan luc, lay viec dap ung muc dich su dung lam muc dich cuoi cung va thuoc danh gia hieu qua cong tac dao tao Nhan thuc se la co so ro rang cho viec xay dung noi dung chuong trinh, to chuc theo doi, danh gia ket qua va hieu qua dao tao can bo Moi nhan vien cung nhu can bo quan ly sau duoc cu di dao tao, can duoc tao dieu kien de co the van dung toi da nhung kien thuc, kinh nghiem moi hoc duoc, han che viec thuyen chuyen sang lam viec khac, viec dao tao phai co tinh ke thua, tinh du phong nham khai thac co hieu qua hon cac tiem nang cong nghe, ky thuat moi de nang cao chat luong va hieu qua hoat dong cua ngan hang Tren co so do, lay ket qua van dung tri thuc duoc dao tao va nhung dong gop thuc su de danh gia nang luc va ket qua hoc tap de xem xet de bat 3.3.6 Nhom giai phap day manh tuyen truyen quting cao nhCm thay doi A thdi quen toan byng tien pat cua khach hang Thoi quen su dung tien mat cua nguoi dan mot phan la su mu mo ve thong tin cung voi mot tam ly "ngai tim hieu, so rui ro, khong ua thu nghiem" cong nghe moi da khien cho nguoi dan kien quyet "bam chat" lay tien mat, coi nhu day la phuong thuc giao dich, trao doi, mua ban chu dao cua minh Dieu cung ban 74 than chi nhanh chua lam tot cong tac quang ba thong tin ve toan khong dung tien mat cong dong Do vay de thay doi thoi quen nay, truoc het ngan hang phai tao cho khach hang tiem nang cua minh khong co tam ly nua thong qua cong tac thong tin tuyen truyen, giai thich cho nguoi dan hieu ro nhung loi ich cua hoat dong TTKDTM can to chuc viec huong dan cach su dung cac phuong tien TTKDTM, quang ba ve cong dung, tinh tien loi cua nhung phuong tien de khach hang khong cam thay ngai tiep can cac cong nghe moi Chi nhanh can dau tu chu hon viec tuyen truyen, gibi thieu ve cach dang ky va su dung cac dich vu TTKDTM mot cach ro rang va de hieu de thu hut su quan tam cua khach hang Tang cuong hoat dong tuyen truyen, tiep thi nham tOi da hoa kha nang nhan biet cua khach hang ve san pham, cung cap day du thong tin ve nhung tien ich muc phi, thu tuc, quy trinh thuc hien dich vu de tu co lua chon hinh thuc toan phu hop vbi nhu cau Tranh de tinh trang khach hang ngai su dung vi thieu hieu biet, thieu thong tin Ben canh viec chu dong trien khai, Chi nhanh co the co cac chinh sach khuyen khich nhu: Mien phi truy cap Internet, co chinh sach uu dai doi vbi khach hang thuong xuyen su dung, mien phi su dung dich vu mot thoi gian nhat dinh Day la bien phap thiet thuc co tac dong manh me, hieu qua den tam ly va thoi quen cua nguoi su dung Viec tuven truyen mot cach cu the cho cac dich vu TTKDTM hien can chu ca cac dich vu truyen thong va cac loai hinh dich vu mbi, hien dai se r •> r •> > e khien khach hang hieu hon, nam duoc uu nhuoc diem cua tung hinh thuc, roi tu tu quyet dinh chon lua hinh thuc phu hop nhat vbi minh, dac biet la tai cac vung nong thon, trinh hieu biet ve cong nghe hien dai han che Co nhu vay, nhung thay doi moi thuc su xuat phat tu nhu cau tu than va moi khien cho khach hang thay doi thoi quen va tap quan toan chi tieu bang tien mat Su dung da dang cac hinh thuc: phat hanh to roi, gui thu gioi thieu cac san pham dich vu ngan hang den cac don vi tren dia ban, cho vay ket hop thuc 75 hien ban cheo cac san pham dich vu nhu:Intemet banking, SMS banking, cac dich vu thu ho, toan hoa don 3.4 Mot so kien nghj 3.4.1 Ddi vdi Ngan hang Nha nudc Viet Nam Thu nhat, Ngan hang Nha nuoc can co ke hoach nang cap he thong toan dien tu lien ngan hang theo hudng: Dieu chinh md hinh xu ly bu tru, chuyen sang md hinh xu ly tap trung tai Trung tam Xu ly Quoc gia; nang cao nang luc, chuc nang quyet toan ngoai te, xay dung cau phan he thong toan ngoai te lien ngan hang; md rong ket noi he thong toan dien tu lien ngan hang vdi f cac he thong toan khac; nghien cuu, ap dung chuan tin dien tu tai chinh quoc te ISO 20022 Yeu cau cac Ngan hang thuong mai day manh da dang cac dich vu tien ich cua ngan hang, ap dung cong nghe the phi tiep xue, the da nang, QR code, Tokenization Ngoai ra, NHNN cung dat muc tieu tang cuong hoat dong giam sat, dam bao an ninh, an toan va tin cay doi vdi cac he thdng toan dien tu, toan the; day manh thdng tin, tuyen truyen, hudng dan va bao ve ngudi ngudi tieu dung toan dien tu, toan the Thu hai NHNN can tang eudng vai trd giam sat va quan ly cua minh ddi vdi cac phuong tien toan va he thdng toan Cu the, NHNN can: lap bo phan tra, giam sat he thdng toan; phoi hop vdi Bo Cong an tang eudng vai trd phong chong toi pham the va bao ve an ninh mang; ban hanh cac tai lieu hudng dan cac to chuc cung ung dich vu toan ngan chan va phong chong toi pham the va he thdng thdng tin ngan hang; phoi hop vdi cac NHTM viec xac dinh thdng tin trung thuc cua he thdng tai khoan toan dang hoat dong yr r r y i nham chong gian lan, tron thue, rua tien va giam thieu rui ro toan qua ngan hang Thu ba, Tiep tuc hoan thien hanh lang phap ly linh vuc toan, mac du thdi gian vira qua hanh lang phap ly linh vuc toan da cai thien nhieu, song van duoc danh gia la chua day du va dong bo, dac biet la nhung van de 76 lien quan den toan dien tu va thuong mai dien tu Vi du nhu doi voi giao dich dien tu, chua du co so de cac ngan hang to chuc trien khai cac kenh giao dich dien tu v'i chua tao duoc mot co che tong hop dieu chinh hoat dong thuong mai dien tu nganh ngan hang, chua co su chap nhan dong bo giao dich dien tu, chung tu dien tu giua cac co quan quan ly Nha nuoc co lien quan (nhu Tong cuc Thue, Tong cuc Hai quan, ) Vi vay, NHNN can tao co so phap ly dong bo, hoan chinh de tao dieu kien thuan loi nhat cho viec phat trien va nang cao chat luong dich vu TTKDTM nen kinh te Chu phat trien va hoan thien moi trudng phap ly cho phu hop voi thong le Quoc te lam co so thuc day cong nghe Ngan hang Nha Nuoc can phai chinh sua, cai tien, bo sung cac noi dung, quy che TTKDTM, phai co nhung hinh thuc thich hop de ap dung cac Luat Quoc te ve toan vao nuoc ta Ra soat, bo sung, chinh sua co che chinh sach, cac van ban lien quan den hoat dong toan cua cac to chuc cung ung dich vu toan phu hop voi lo trinh thuc hien nhung cam ket quoc te ve linh vuc tien te, ngan hang nhu Hiep dinh thuong mai Viet My (BTA), Hiep dinh AFTA, Hiep dinh khung ve thuong mai, dich vu ASEAN (AFAS) va nhung cam ket voi To chuc Thuong mai the gioi (WTO) Thu tu, NHNN nen phoi hop cung cac co quan thong tin dai chung thuc hien tuyen truyen, bien kien thuc ve dich vu TTKDTM rong rai dan cu bang cac hinh thuc tuyen truyen tren bao chi, dai phat va truyen hinh, mang internet, voi nhung noi dung cu the giup cac ca nhan va to chuc hieu ro cac tien ich cua dich vu TTKDTM va cac bien phap bao dam an toan viec su dung cac phuong tien, dich vu toan qua ngan hang, tren co so lua chon phuong tien va dich vu toan phu hop 3.4.2 Ddi voi hang TMCP Dau tit va Phat trien Viet Nam Hien moi hoat dong cua BIDV - Chi nhanh Tay Ha Noi deu theo su chi dao, quan ly cua Ngan hang TMCP Dau tu va Phat trien Viet Nam BIDV Trong linh vuc toan khong dung tien mat tai Chi nhanh van tuan thu theo nhung quy dinh cua BIDV, he thong tang cong nghe thong tin phan lon van BIDV ’ll dau tu van hanh Do vay, de nang cao chat luong toan khong dung tien mat, kien nghi Hoi so BIDV tap trung dau tu phat trien mot so linh vuc sau: r r \ Thir nhat, Hoan thien he thong tang cong nghe thong tin He thong tang cong nghe la yeu to nen tang cho viec trien khai cac san pham dich vu moi, md rong mang ludi chi nhanh, nang cao chat luong he thong toan va cung co the manh cua ngan hang Theo do, BIDV phai xay dung: trung tam xu ly du lieu chinh nham tap trung hoa co sd du lieu hoat dong ngan hang, trung tam xu ly du lieu du phong nham dam bao an toan du lieu hoat dong trung tam xu ly chinh gap su co, he thong mang noi bo va dudng truyen ket noi giua cac chi nhanh Ben canh do, BIDV can dau tu them trang thiet bi, may moc ky thuat, cdng nghe toan va phan bo, trien khai cho cac chi nhanh Tap trung trien khai mot so du an diem: Khan truong trien khai cac du an tu van va xuc tien cac du an trien khai he thong quan ly quan he khach hang va he thong Trung tam lien lac khach hang de tang cudng viec quan ly, phuc vu khach hang mot each chuyen nghiep BIDV cung dang tiep tuc trien khai du an tu van xay dung he thong cdng thong tin noi bo phuc vu viec chia se, bien tri thuc cdng nghe, chuyen mon, nghiep vu cho can bo, dong thdi xuc tien viec xay dung va cung cd cac he thong CNTT phuc vu quan ly rui ro nhu cac chuong trinh phong chong rua tien, quan ly rui ro tac nghiep, thong tin tin dung Nang cao van de an ninh bao mat nhu trien khai cac du an xay dung PKI, tang cudng an ninh mang theo thong le khu vuc va chuan muc quoc te Ngoai ra, BIDV can phai quan tam den viec hien dai hoa CNTT cho cac cdng ty vien vdi cac du an he thong quan ly nghiep vu cho thue tai chinh, du an he thong CNTT phuc vu hoat dong cua Cdng ty chung khoan BIDV (BSC), Cdng ty bao hiem BIDV (BIC) Ngoai ra, phai chu md rong dau tu, ho tro CNTT cho cac ngan hang cd phan von gop cua BIDV nhu LVB, VRB, BIDC Dong thdi, tich cue tham gia hop tac, ket noi Thu Ngan sach Nha nudc giua BIDV va kho bac Nha nudc, Tong cue thue, Tong cue Hai quan Thir hai, Hien dai hoa quy trinh nghiep vu toan BIDV can nhanh chong ung dung cdng nghe de hien dai hoa quy trinh nghiep vu toan nham cai tien cac phuong thuc, quy trinh toan 78 cang nhanh chong, hieu qua va an toan hon Doi voi cac phuong thuc TTKDTM nao quy trinh nghiep vu rudm phuc tap, BIDV nen cai thien cho phu hop khudn kho phap ly cua Nha nuoc ban hanh gop phan cho khau toan dien nhanh chong, khach hang hai long va lua chon cac phuong thuc toan qua ngan hang nhieu hon Can uu tien viec nang cao chat luong cac kenh giao dich ngan hang truc tuyen, huy dong cac nguon luc cong nghe, hoan thien cac kenh giao dich truc tuyen nhu SMS Banking, Home Banking, PhoneBanking, Internet Banking va Mobile Banking He thong Internet Banking va Mobile Banking se la kenh phan phoi hien dai, hieu qua vi duoc dam bao an toan nhd ap dung cac bien phap ma hoa bao ve du lieu giao dich va tang cudng bao mat thdng tin khach hang Kenh giao dich truc tuyen moi se cung cap cho khach hang cac tien ich va dich vu tien loi nhu: vain tin cac loai tai khoan, thuc hien cac giao dich chuyen khoan, chuyen tien, toan khoan vay, toan the tin dung, toan hoa don Dang ky truc tuyen su dung cac dich vu da dang (thanh toan sec, mo thu tin dung, tang han muc tin dung, giai ngan tien vay ) tra cuu va tham khao truc tuyen cac thdng tin nhu: Ty gia, lai suat, san pham, dich vu khach hang co the su dung tat ca cac dich vu tren mot cach nhanh chong, an toan, tiet kiem, thdng qua mang Internet va thiet bi truy cap nhu may tinh hoac may dien thoai di dong.,.voi muc tieu cang than thien hon voi khach hang Ben canh do, BIDV can xay dung va phat trien mang kinh doanh dich vu ngan hang ban le manh me va dat hieu qua, day la linh vuc the manh cua BIDV giai doan hien Thuc hien cung co va phat trien he thong cong nghe thdng tin, phat trien san pham dich vu dong thdi co cau md hinh to chuc, quan ly theo khach hang, theo dong san pham Thu ba, Xay dung che dai ngo hop ly BIDV nen xay dung co che tien luong moi, theo tien luong dua vao hieu qua cdng viec, tinh chat cdng viec, trinh nang luc va muc hoan chi tieu cua nhan vien Ben canh do, BIDV cung can co cac hinh thuc khen thuong xung dang doi voi nhung nhan vien co tich tot, co sang kien dong gop cho su 79 phat trien cua ngan hang, co hanh vi cu xu tot dep nhu tra tien thua cho khach hang, co kha nang tiep thi duoc nhieu khach hang Dong thoi, BIDV cung can co nhung bien phap xu ly phat nghiem minh doi voi nhung hanh vi coi thuong khach -hang, loi dung cong viec de gian lan vi loi l'ch ca nhan Che tien luong hop ly va thudng, phat thich dang se la dong luc thuc day nhan vien phan dau no luc het minh cho cong viec, chat luong dich vu se tang len, gop phan xay dung BIDV phat trien xa hon tuong lai vi nguoi chinh la cot loi cua su phat trien 80 KET LUAN Luan van da thuc hien va dat dugc cac ket qua sau day: - Tong quan ve dich vu toan va toan khong dung tien mat tai cac ngan hang thuong mai Cac hinh thuc toan khong dung tien mat hien bao gdm: + Thanh toan theo hinh thuc uy nhiem chi; + Thanh toan theo hinh thuc uy nhiem thu; + Thanh toan su dung Sec; + Thanh toan qua the; + Thanh toan qua ngan hang dien tu (thanh toan true tuyen) - Chat luong dich toan khong dung tien mat la kha nang dap ung dich vu toan khong dung tien mat cua NHTM doi vdi su mong doi cua khach hang su dung cac dich vu toan khdng dung tien mat - Cac yeu to anh hudng den chat luong dich vu toan khdng dung tien mat bao gdm: + Nang luc tai chinh va kinh doanh cua ngan hang; + Chat luong nhan luc; + Nang luc ung dung cdng nghe thong tin; + Hoat dong quan ly rui ro; Luan van da tap trung danh gia thuc trang chat luong dich vu toan khdng dung tien mat cac nam qua tai BIDV - Chi nhanh Tay Ha Noi tren cac mat doanh thu va ty toan khdng dung tien mat cho thay doanh sd toan khdng dung tien mat tang ca ve gia tri va ty trong tong doanh sd toan noi dia Nam 2017, doanh sd toan khdng dung tien mat tai Chi nhanh da chiem 66,56% tong sd toan noi dia Hien nay, toan khdng dung tien mat tai Chi nhanh 81 khong ngung duoc day manh nang cao chat luong va so luong cang dap ung nhu cau toan cua cac to chuc, ca nhan Luan van da phan tich danh gia cac phuong thuc toan khong dung tien mat tai BIDV - Chi nhanh Tay Ha Noi, bao gom: toan bang Sec, toan bang uy nhiem chi, toan bang uy nhiem thu, toan bang the ngan hang va toan qua dich vu ngan hang dien tu Qua cho thay hien cac phuong thuc toan bang uy nhiem chi va dich vu ngan hang dien tu dang chiem ty kha lbn doanh so toan khong dung tien mat; dong thoi doanh so phat hanh the va doanh so toan the nam 2017 tang hon 30% so voi 2016, so luong giao dich qua ngan hang dien tu nam 2017 chiem 48,85%, doanh so chiem 38,57% tong so giao dich va doanh so toan khong dung tien mat; Luan van cung da tap trung dua cac han che viec trien khai dich vu toan khong dung tien mat tai BIDV - Chi nhanh Tay Ha Noi; da chi cac han che cua phuong thuc toan bang Sec, bang the toan, bang dich vu ngan hang dien tu Trong noi bat len cac ton tai viec nang cao chat luong dich vu toan khong dung tien mat la cong tac cham soc khach hang voi hai doi tuong la khach hang ca nhan va khach hang doanh nghiep; cong tac quang ba, tiep thi cac san pham, dich vu toan chua dem lai hieu qua cao; ben canh do, chat luong nguon nhan luc van chua r r X zv • Z\ dap ung yeu cau nghiep vu Luan van cung chi nguyen nhan cua cac han che noi tren, co nguyen nhan tu co che hoat dong va chinh sach khach hang cua he thong BIDV; doi voi Chi nhanh dang ton tai cac nguyen nhan chinh nhu chua co chinh sach cu the cho tung doi tuong khach hang, co so tang cong nghe thong tin chua dap ung yeu cau dich vu, chinh sach bao mat, an toan thong tin khach hang chua duoc quan tam dung muc, trinh do, tac phong lam viec cua can bo nhan vien phuc vu hoat dong toan chua dap ung yeu cau Tu phan tich cac ton tai han che va nguyen nhan cua dich vu toan khong dung tien mat tai BIDV - Chi nhanh Tay Ha Noi, luan van da dua cac 82 phuang hudng va giai phap nang cao chat lugng dich vu toan khong dung tien mat tai Chi nhanh Luan van cung de xuat mot so kien nghi: (i) Doi vdi Ngan hang Nha nudc ve van de hoan thien va phat trien he thong toan; tang cudng quan ly giam sat doi vdi cac phuang tien va he thong toan; van de hoan thien hanh lang phap ly linh vuc toan; cong tac tuyeri truyen, bien kien thuc ve toan khong dung tien mat (ii) Doi vdi BIDV la van de hoan thien he thong tang cong nghe thong tin; hien dai hoa quy trinh nghiep vu toan; xay dung che dai ngo hgp ly doi vdi can bo nhan vien lam cong tac toan 83 TAI LIEU THAM KHAO • Tieng Viet Chinh phu, (2016), “Quyet dinh sd 2545/QD-TTg 30/12/2016 ve Phe duyet De an phat trien toan khong dung tien mat tai Viet Nam giai doan 2016 - 2020 Dang Cong Hoan (2015), Luan an tien sy “Phat trien Dich vu TTKDTM cho khu vuc dan cu tai Viet Nam ”, Truong Dai hoc Kinh te - DHQGHN, tr 52-65 Do Thi Khanh Ngoc (2014), ‘Luan van thac si quan tri kinh doanh’ “Day manh cong tac toan khong dung tien mat tai Ngan hang thuong mai cd phan Dau tu va Phat trien Viet Nam - Chi nhanh Cao Bang ”, tr 5-15 Huynh Thi Thanh Thao (2011), ‘Luan van thac si’, “Phat trien toan khdng dung tien mat tai Ngan hang TMCP Ngoai thuong Viet Nam - Chi nhanh Thanh HO Chi Minh”, Truong Dai hoc Kinh te Thanh Ho Chi Minh, tr 30-35 Ngan hang BIDV - Chi nhanh Tay Ha’Noi (2015,2016,2017), “Bao cao tinh hinh hoat dong kinh doanh cua Chi nhanh Ngan hang BIDV - Chi nhanh Tay Ha Noi (2017), Bao cao tong ket 10 nam lap Chi nhanh I Ngan hang Nha nuoc (2013), Thong tu so 21/2013/TT-NHNN 09/9/2013 Quy dinh ve mang luoi hoat dong cua ngan hang thuong mai” Ngan hang Nha nuoc (2014), Thong tu sd 46/2014/TT-NHNN 31/12/2014 Huong dan ve dich vu toan khong dung tien mat Ngan hang Nha nuoc (2016), Bao cao dien dan Thanh toan dien tu Viet Nam nam 2016 10 Ngan hang TMCP DT&PT VN (2015,2016,2017), Bao cao thuong nien II Ngan hang TMCP DT&PT VN (2016), Bao cao qua trinh hinh va phat trien cua B1DV 12 Nguyen Anh Tuan (2017), “Tinh hinh kinh te Viet Nam 2017 va trien vong 2018”, Dien dan kinh te Viet Nam 2018, tr 2-4 13 Pham Thi Ngoc Dong (2015), ’Luan van thac s\‘,“Mot sd bien phap tang 84 cudng cong tac quan ly dich vu cham soc khach hang tai Ngan hang TMCP Dau Tu va Phat trien Viet Nam Chi nhanh Ddng Hai Phong (BIDV Dong Hai Phong) ”, Truong Dai hoc Kinh te Quoc dan, tr 20-27 •> > 14 Quang Phuc (9/2018), Phat trien toan khdng dung tien mat, Bao nhan dan dien tu, dia chi: http://nhandan.com.vn/kmhte/item/37593102-phat-trien- thanh-toan-khong-dung-tien-mat-tiep-theo-va-het.html, 01/10/2018] [truy cap [15] Uy ban Giam sat Tai chinh Quoc gia (2018), “Bao cao tong quan tinh hinh tai chinh quoc gia 2017 ”, Ha Noi Tieng Anh 15 Gronroos, C (1984), “A service quality model and its marketing implications”, European Journal of Marketing , Vol 18 No 3, pp 36-44 16 Lehtinen, U and Lehtinen, J.R (1991), “Two approaches to service quality imensions”, 17 Service Industries Journal, Vol 11 No 3, pp 287-303 18 Svensson, G (2002), “A triadic network approach to service quality”, Journal of Services Marketing , Vol 16 No 2, pp 158-77 19 Parasuraman, A., Zeithaml, V.A and Berry, L.L (1985),“A conceptual model of service quality and its implications for future research”, Journal of Marketing , Vol 49 No 4, pp 41-50 20 Parasuraman, A., Zeithaml, V.A and Berry, L.L (1988), “SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol 64, No 1, pp 12-40 Tumi tin Document Viewer Turnitin Originality Report Processed on: 02-Jan-2019 11:13 +07 ID:- 1061118492 Word Count: 39302 Submitted: luan van By Thi My Le TriTUng Similarity by Source Similarity Index include quoted download print include bibliography mode: Internet Sources: Publications: Student Papers: 14% 2% excluding matches < 30 words quickview (classic) report ▼ 2% match (Internet from 30-Jan-2015) httD://lefaso.orq.vn 2% match (Internet from 15-Apr-2018) httD://ketoanlonabien.com 1% match (Submitted to Thuong Mai University) Submitted to Thuong Mai University 1% match (Internet from 14-Apr-2018) http: Z/www zbook.vn 1% match (Internet from 23-May-2014) http://wwv rietcombank.com 1% match (Internet from 30-May-2018) http://tapchitaichinh.vn 1% match (Internet from 22-Nov-2018) https://luatvietnam.vn/tai-chinh/guvet-dinh-2545-ad-ttq-thu-tuonq-chinh-phu111585-dl.html 1% match (student papers from 12-May-2018) Submitted to Vietnam Commercial University 2018-05-12 1% match (Submitted to Thuong Mai University) Submitted to Thuong Mai University 1% match (Internet from ll-0ct-2010) http://www.sdh.ueh.edu.vn 1% match (student papers from 28-Jul-2018) Submitted to Vietnam Commercial University on 2018-07-28 1% match (Internet from 15-Mar-2018) http://antt.vn
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