(Luận văn) solutions for developing e banking services at agribank tay do branch

CHAPTER 1: LITERATURE REVIEW OF ELECTRONIC BANKING SERVICES 1.1 Overview of commercial banks 1.1.1 Definition of commercial banks Today, many concepts of commercial banks are proposed depend on the development history of the banking system and researching aspects Based on types of services that commercial banks provide, Prof Peter S Rose defines: “Commercial banks is a type of financial institution that provides the most diverse list of financial services, especially credit, savings, payment services and performs larger range of financial functions than any other business organizations in lu an the economy.” (Peter S.Rose (2004), Commercial Bank Management (Translation), va Financial Publishing House, Hanoi) n tn to In terms of main activities of commercial banks, the definition of commercial gh banks is understood as follows: “Commercial banks are organizations which p ie established under the provisions of law, trading in monetary field with the regular w operation is receiving deposits in many different forms, and using this amount of oa nl money for credit, provide payment services to economic entities aming at profit.” d (Associate Prof PhD Tram Thi Xuan Huong, M.Sc Hoang Thi Minh Ngoc (2013) lu nf va Publishing House) an Commercial banking textbook, Ho Chi Minh University of Economics, Economic lm ul Within the scope of this thesis, the author uses the definition which is extracted from Commercial banking textbook of Ho Chi Minh University of z at nh oi Economics, and this definition is used throughout the thesis because of its high relevance in the Vietnamese banking system gm @ a Credit intermediaries z 1.1.2 Function of commercial banks l The main operation of commercial banks is borrowing for lending This m co proves that one of the important function of a commercial bank is acting as a credit an Lu intermediary, that is, on the one hand, the bank will mobilize idle money on all subjects in society from businesses, organizations, households, individuals,…on the n va ac th si other hand, the bank will use this borrowed capital to relend to entities that need additional capital By this way, commercial banks will be the bridge between the temporary capital-deficient entities who need to borrow, thereby creating benefits for all three parties: depositors, banks and borrowers Commercial banks will make their own profit from the gaps between the loan interest rate and the lending interest rate This profit is the basis and condition to ensure the existence and development of the bank Figure 1.1 Capital flows in commercial banks lu an n va tn to gh (Source: Summarized by author) p ie Through the credit intermediaries, commercial banks contribute to the utility w of all participants and the general benefits of the economy oa nl - For depositors: they gain the benefit from the temporarily idle capital in the d form of deposit interest that the bank pays them Moreover, the bank guarantees lu an them the safety of deposits and provides convenient payment services nf va - For borrowers: they will be satisfied the capital needs for business, spending, lm ul payment without incurring a lot of expenses - For commercial banks: they will seek a profit from the difference between th z at nh oi deposit interest rate and the lending interest rate - For the economy: this function plays an important role in promoting gm @ b Payment intermediaries z economic growth l A commercial bank is acting as a payment intermediary when it performs the m co payment required by customers such as đeucting money from their deposit account an Lu to pay for goods and services or entering customers’account to collect sales and n va ac th si other revenues according to their commands In here, commercial banks play the role of “treasurer” for businesses and individuals because they hold their accounts Commercial banks perform payment intermediaries on the basis of performing credit intermediaries Because through the receipt of deposits, the bank has opened an account for customers to track revenues and expenses That is the amount of money to help customers make payment via the bank, place the bank in the intermediary of payment Besides, the direct cash payment among economic entities has many limitations like risks in money transportation, large payment costs, especially for remote customers, and this created demand for customers to make payment transactions via banks lu c Representative money creation an Representative money is a non-material currency, essentially just numbers on n va a bank account which are created through the credit activities of the commercial to gh tn banking system This currency type can be easily converted to cash, has the same function as cash and other advantages that are safe, easy to transport and preserve ie p The representative money creating process of commercial banks is conducted nl w through the credit and payment activities within the banking system, in close oa relationship with each country’s Central Banking system It is the ability to turn the d initial deposit level at the first bank received deposit into a large amount of money lu nf va an when performing multiple credit payment transactions through many banks Commercial banks make the representative money from the Central Bank If there lm ul are no constraints, the ability to make representative money is unlimited However, money within certain limits z at nh oi under the control of the Central Bank, commercial banks only create representative d Implementation of national economic policies z gm @ Despite the independent commercial banking system, it is always under the strict management of the Central Bank in all aspects In particular, commercial l banks must always obey the regulations of the Central Bank on the implementation co m of monetary policy to stabilize the value of money, make the amount of money an Lu supply in the economy must match the needs of society To this, the attraction of domestic and foreign capital through commercial banks must be used for the right n va ac th si purposes and requirements of the economy Credit generated from commercial banks must be effective on the basis of lending to expend production, develop trading, create jobs for workers and contribute to the implementation of social policy targets of country 1.1.3 Operation of commercial banks a Capital mobilization Capital mobilization is the activity of creating capital sources for commercial banks, playing an important role and affecting the quality of bank operations This is the first basic operation of a commercial bank Commercial banks mobilize capital in many different forms, specifically: lu - Mobilizing capital from deposits of residences, including demand deposits, an term deposits and saving deposits va n + Demand deposits is a type of money deposited by a customer in a bank to gh tn without prior agreement on the withdrawal time The bank has to pay only a low interest rate or may not have to pay interest on this deposit, because demand ie p deposits of customers are very volatile, customers can withdraw at any time, so nl w commercial banks not use this capital proactively They have to reserve an oa amount of money to ensure payments when customers demand it intermediately d The bank needs to take advantage of this deposit type as its business capital because lu nf va an of the difference of input and output deposits between customers’ accounts in the process of capital flows, therefore, the bank can earn from these differences lm ul + Term deposits is a type of deposits that customers deposited into banks and z at nh oi there is a prior agreement on the withdrawal time This type of deposits is relatively stable as the bank can determine the withdrawal time for paying to customers on time, hence, the bank can use fully that deposits for business purposes With this z gm @ deposit type, the bank has many maturities from month, months , months…., which helps customers choose the appropriate term of deposits with the amount of l idle money that they have Commercial banks have the right to use term deposits in co m a certain time period, so this type of deposits are paid with higher interest rates than an Lu demand deposits n va ac th si + Saving deposits is a type of deposits that customers deposited into banks for earning interest When customers sends their idle money into the bank, they will be provided a savings book that they have to manage and bring it in each transaction time In essence, savings deposits is a part of the income of individual employees that they have not consumed yet, which is a special form of accumulating money instead of storing golds and goods In some industrialized countries, this is a common type of deposits with high stability due to the deposit term lasting from one year or more, and this leads to the initative of the bank in the purpose of longterm capital To attract this capital, banks often have to pay high interest rates - Mobilizing capital by issuing valuable papers such as bonds, promissory lu notes, C.D (Certificate of Deposits) and other valuable papers an + Bond issuance is a commitment to certify the issuing bank’s debt repayment n va obligations (both principal and interest) to bondholders with the aim of raising to tn medium and long-term capital under the management of The Central Bank, ie gh regulators on the stock market and this may be dominated by the bank’s reputation p + Promissory note is a short-term valuable paper (less than one year), which nl w has same characteristics with bonds but with a shorter term, so it is used for short- oa term capital mobilization by commercial banks d + Certificate of Deposits is the paper which is confirming the periodic deposit lu nf va an at a bank The owner of this paper will be paid interest periodically and receive enough principal until the expiration date After the issuance, the certificate will be lm ul circulated in the money market z at nh oi + A number of other valuable papers are issued to attract capital from abroad (EURO DOLLAR), characterized by both mobilizing capital and paying interest plus principal in dollars Banks use this type of valuable paper to attract short-term z gm @ mobilized capital (3 months) Commercial banks when raising capital in the form of issuing valuable papers have to pay higher interest rates than deposit rates so when l issuing, commercial banks must base on the output to decide the deposit amount, m co interest rate, maturity and appropriate method of mobilization an Lu - Mobilizing capital from the State Bank or other credit institutions: This is the capital that commercial banks get through borrowing relationship between n va ac th si commercial banks and central banks, between commercial banks or with other credit institutions, which is a costly capital source, therefore, the mobilization of this capital source is not really common, only in case of necessity such as the lack of available short-term capital - Mobilizing capital from issuing shares: This is the capital that commercial banks gained by issuing shares to public by its benefits: rapid capital increase, attracting customers, improving the quality and popularity of the bank In addition, the fact that commercial banks issue shares to raise capital is mainly related to the bank’s long-term development strategy and has high advantage over other conventional businesses because of its high professionalism and great reputation in lu the financial market This can help commercial banks create and develop better an relationships with commercial banks or other financial institutions and issue shares n va themselves and reducing cost of raising capital via issuing shares in the future gh tn to b Capital using The main activity of the bank is seeking capital to use for making profit The ie p use of capital is the process of creating many different types of bank assets, most of nl w which are used for credit activities, investment and service provision oa - Credit activities: This is the main and most important business activity, d accounting for the largest proportion of total assets, reflecting the typical activity of lu nf va an the bank which is lending, bringing the largest income source for the bank In this activity, the bank transfers the right temporarily to use the capital to the borrower, lm ul after a period of time, the borrower is obliged to repay both principal and interest to z at nh oi the bank In addition, credit activities also include a number of other related activities e,g handling of loan security assets, lending interest rate exemptions, guarantees, factoring, financial leasing, discounting, rediscounting of short-term z gm @ valuable papers - Investment activities: Commercial banks also invest in making profits such l as contributing capital to enterprises, buying and selling securities in the market or co m lending in the interbank market to take advantage of idle capital an Lu - Service provision: In addition to the above two activities, a commercial bank is also an organization that provides many banking services such as providing n va ac th si payment instruments, making domestic and international payments, cash delivery to customers and retail banks,…With diverse types of services, the bank has gained a significant source of revenue, and this revenue is taking up a larger proportion increasingly in a bank’s total income c Other activities: - Using chartered capital and reserve funds to contribute capital, buy shares of enterprises and other credit institutions according to the provisions of law - Trading in foreign exchange and gold on domestic and international markets when State Bank permitted - Advising and guiding customers on a range of financial planning and control lu systmes e.g budget planning, costing, capital construction investment valuation, an income forecasting, managing assets, business strategies,…of the business va n - Providing insurance services, setting up affiliated companies or joint- to gh tn ventures to conduct insurance business according to the provisions of law 1.2 Overview of electronic banking services ie p 1.2.1 Definitions of electronic banking services nl w Recently, not only commercial banks is defined in many different ways but oa also electronic banking services are understood in many terms d Sadaf Firdous and Rahela Farooqi said, “Online banking is an electronic lu nf va an payment system that allows customers or financial institutions to control financial transactions on websites which operated by that institutions Online banking can lm ul also be understood as electronic banking, virtual banking.” z at nh oi Meanwhile, Mahmood Shah & Steve Clarke define electronic banking “as a form of describing all forms of financial service delivery from an organization to their customers Customers may be individuals or other businesses.” z gm @ Within the scope of this thesis, the author uses the definition of Mahmood Shah & Steve Clarke due to the more general definition of the form as well as the l object of customers using electronic banking services, and this term is also used m an Lu 1.2.2 Characteristics of electronic banking services co throughout the thesis Electronic banking services include the following characteristics: n va ac th si - Fast transaction processing speed: Electronic banking services allow customers to make transactions in the shortest time possible With the influence of the fourth technology revolution, electronic transactions allow customers to conduct transactions and confirm transactions quickly and promptly The information about banking services such as stock quotes, interest rate announcements, exchange rate fluctuations, portfolio management,…is updated quickly and accurately by the bank, helping customers manage their assets and investment portfolio effectively Besides, the current processing time for a transaction is decreasing, along with the development of information technology Nowadays, banks are focusing on upgrading the Core-banking system to be able to bring the most stable electronic lu banking products and services, providing the fastest transaction processing time to an satisfy customers va n - Unlimited in time and location: gh tn to Customers not need to go to the bank to sign papers, write deposit notes, wait in line They just need to perform transactions on the computer or make a ie p phone call at home, work or a cafeteria Therefore, customers can save a lot of time nl w travelling or wating for transactions Just in a few moments, with modern means of oa transmission, customers were able to check accounts, pay service fees, transfer d money, perform payment transactions for goods,…to capture promply the lu nf va an investment and business opportunities Through e-banking, banks can link with online sales businesses to buld online payment gateways, in conjunction with state lm ul administrative agencies providing online government services This is a quick and z at nh oi convenient form of payment, a motivation for promoting e-commerce development E-banking also helps banks expand their ability to serve customers Customers can conduct transactions 24/7 anywhere they want with only a stable internet z gm @ connection Through e-banking, banks can quickly provide services without having to open more branches in the country as well as abroad, saving infrastructure costs l - Increasing customer care: With e-banking services, banks can provide more co m value to customers Customers can be completely satisfied with payment services, an Lu shopping, money transfer, quickly and effectively Thanks to the utilities gained from information technology and the Internet, banks will create certain strategies to n va ac th si attract new customers, retain customers who have been using banks’ services, thereby becoming loyal customers of the bank - Low transaction costs: The cost of customer transactions with commercial banks through the electronic banking system is much lower than that of customers conducting direct transactions with bank staff Table 1.1: Transaction costs in some types of banking service Through Through Through counter Call Center ATM Through E-banking lu USA 1.07 USD 0.4 USD 0.27 USD 0.01 USD Europe EUR 0.22 EUR 0.14 EUR 0.96 EUR an (Source: Summarized by author) va n Customers can save travel costs and not have to pay service fees when to tn performing online transactions with the bank Electronic banking is suitable for ie gh customers who are always on the move, prefer independence, busy and have less p time to come to the bank or the amount per transaction is not much w In addition to saving travel costs, reducing the opportunity costs by saving oa nl time1, e-banking services always have the lowest fees comparing to other fees at a d bank Since the bank itself does not incur costs for hiring locations, expenses for lu nf va an staff salaries, administrative costs, accounting expenses, inventory costs, etc when applying e-banking services, customers can enjoy a much lower user fee Many lm ul transactions can be made on the Internet: Check account balances, transfer funds z at nh oi between accounts, pay utility bills, download account’s information, trading securities, conducting financial investment activities, checking cash balances, interest on deposits and other new services without having to go to transaction z @ offices or bank branches co l gm - Mostly rely on technology infrastructure but contains technological risk factors m The e-banking services themselves are designed based on links of information an Lu technology and banking data All services that you want to use must be connected to the Internet or electronic devices such as computers, phones, ATMs To use e- n va ac th si banking services, customers need a computer or network access device Through the web browser, customers access the bank's website and access the account, perform transactions with the bank without having to install any other supporting software Therefore, e-banking is a service associated with information technology elements However, it is also at risk from these modern technologies, because the more modern the technology is, the easier hackers can create viruses or intrude data theft Therefore, if e-banking services not have good security capabilities, they will suffer greatly from this risk - Depends on the user’s level of knowledge In addition to relying on technology infrastructure, customers using electronic lu an banking require skills in using ICT in addition to social awareness Customers when n va dealing with banks should be fully aware of the operations using computers or Internet-connected devices, how to connect to the network, open browsers, search to gh tn for related information on banking products and services With e-banking services, p ie each transaction is done almost instantly without the guidance of bank staff This requires customers to have certain awareness and prudence when trading via nl w electronic banking d oa - Lack of support from bank staffs an lu With E-banking, customers have to manage accounts by themselves and nf va conduct banking transactions on the Internet Nowadays, every banks’ website have been updated with all the information about the bank, its service as well as detailed lm ul instructions to help customers conduct transactions smoothly Customers use the z at nh oi information provided by the bank and conduct their own transactions without any direct contact with bank staff This helps banks to serve many different types of z customers at any time without recruiting additional sales staff, thereby saving @ personnel costs as well as expanding and maintaining costs l gm - Globalized services co Developing electronic banking services contributes to savings for the economy m and increases integration into the world’s economy With the support of the global an Lu Internet, customers can choose unlimited goods and services in a country, thus, e- n va ac th si independent variables does not significantly affect the interpretation of this model, and the components are involved in the development of electronic banking services Residual test: The P-P Plot diagram shows that view points not disperse to far from the expected straight line, so the normal distribution is not violated Figure 2.11: Normal Regression Standardized Residual lu an n va p ie gh tn to d oa nl w an lu nf va (Source: Summarized from SPSS) oi lm ul The independence of residual: Using Durbin-Watson statistical coefficient to verify This quantity is a value from to which is acceptable Extracted from the result, the residuals independently of each other z at nh the Durbin-Watson coefficient reaches 1.746, which almost equal to 2, thus concluding z Therefore, the linear regression model built does not violate the necessary m co l gm @ assumptions in linear regression an Lu n va ac th si CHAPTER 3: SOLUTIONS FOR DEVELOPING E-BANKING SERVICES AT AGRIBANK TAY DO BRANCH 3.1 SWOT analysis for developing electronic banking services at Agribank Tay Do branch Table 3.1: SWOT Model of Agribank Tay Do branch STRENGTHS - Large and WEAKNESSES high-qualified staffs - Electronic banking products and (employees must have TOEIC and MOS services are not much different from lu an Certificates to get enough conditions for other branches as well as other bank n va meeting customers) and good service brands, revenue from electronic banking tn to attitude Employees are checked their services at Agribank Tay Do branch is professional qualifications regularly still low compared to some other gh p ie once a month by doing a competency branches in the centre of Hanoi assessments Consequently, staffs can - Information technology has not been nl w capture quickly and firmly informations really effective investment, sometimes d oa about the market, customer needs and users still come to the Headquarters of an lu tastes as well, such as customers’habit of Agribank Tay Do branch or contact via va using services and utilities related to the hotline to reflect the congestion leads to interrupt transactions and effect to users’ ul nf electronic banking transaction offices is quite oi lm - The network of branches and affiliated economic activities large, - Electronic banking services at affiliated z at nh distributed in both urban and suburban transaction offices have not been given areas (Headquarters of Agribank Tay Do adequate attention when the statistics z gm @ branch is near My Dinh Urban Area, the about the proportion of revenue from second-level branch is located in Dan this service type have not been updated l m co Phuong with transaction offices total), regularly by the Computing Department helping customer contact banks easily of Agribank Tay Do branch an Lu and directly when problems arise during n va ac th si the use of electronic banking products - Information security system is quite well due to the PIX FireWall and especially IPCAS, a software that other bank brands not applied OPPORTUNITIES THREATS - The rapid development of scientific - The strengthening of other banks such and technical advances, especially the as Vietcombank, BIDV, Techcombank lu an change and perfection of information to open more branches and transaction n va technology applications are taking place offices in the same area with the tn to every day and every hour, which helps Headquarters of Agribank Tay Do and to shorten the time and create the transaction offices belonging to the gh breakthrough in banking branch poses significant challenges in p ie necessary terms of competition, Agribank Tay Do technology modernization nl w - In the period of 2017-2019, Vietnam’s branch will hardly have an advantage if d oa economy always achieved a high and it does not have the outstanding features an lu stable growth rate, approximately 7% of products, staff attitudes as well as fees va Economic development has led to a of electronic banking services ul nf change in lives of people in localities, - Vietnamese economy is in the process of modern like electronic services banking and political and social fluctuations in the z at nh utilities products, oi lm the demand for consumption and the use of intensive integration, so all economic, is world in general and major countries in increasing, including in rural areas particular will partly affect the z psychology, income, using level of electronic gm @ around My Dinh, Dan Phuong banking services by l rural areas will m co Vietnamese people, especially people in cause temporary an Lu instability of the bank’s revenue from n va ac th si this service group (Source: Summarized by author) 3.2 Solutions for developing electronic banking services at Agribank Tay Do branch 3.2.1 Solutions about products and services Providing diversified and quality products and services with reasonable prices The development of electronic banking products and services should meet the diverse needs of customers For doing this, Agribank Tay Do branch needs to segment the market for lu an each type of customer from which to design products suitable for each specific customer n va group In addition, it is necessary to attach importance to linking products and creating tn to the uniformity of old and new products, between traditional and modern products and services, etc The products provided must ensure the high quality and reasonable gh p ie price The branch can conduct customer surveys for the propose of customers about the price of products and services to build a schedule of interest rates and service fees in nl w accordance with the market and customer characteristics of the branch and create highly d oa competitive On the other hand, branches need to create many utilities of products and an lu services to attract customers, such as automatic recharging, receiving and saving via va ATM as some banks have implemented such as VPBank, Techcombank… ul nf Tay Do branch can also add utilities and services to corporate customers, such oi lm as agreeing to permit online viewing and printing of extra books to avoid losing travel time for customers, free of charge year for the services of e-banking in the first year, z at nh adding some modern features to the app on the phone as to schedule transfers future/ periodically, maintain the account balance automatically transferred One-time money to z gm @ many accounts inside and outside Agribank network In addition, the bank can create conditions for customers to decentralize the use of services to users in the enterprise in a l m co flexible manner by access account, access list, transaction limit, beneficiary account be allowed to transfer money or flexible form of transfer by single order or by file For an Lu payment services via electronic banking, branches can perform collection, automatic n va payment to multiple receiving accounts Not only supporting businesses to pay e-tax as ac th si currently, Agribank Tay Do branch can also create a number of other utilities such as helping users easily create online tax statements or create mailboxes to collect customers' opinions and complaints, limit the sporadic settlement of customer problems because it creates tension for customers, thus putting pressure on the bank employees themselves 3.2.2 Solutions to modernize banking technology Banking technology is an indispensable and extremely important factor to develop e-banking services, because e-banking is a type of service containing high technology content Transactions are carried out continuously, if the transmission line is bad and lu an disturbed, causing the transaction to not be completed, stopping the payment n va process Therefore, Agribank in general and Tay Do branch in particular need to create a to telecommunication infrastructure system for electronic clearing and for inter-bank gh tn electronic payment system This can be done by Tay Do branch signing a separate lease p ie agreement with the post office for a communication line to ensure the safety and quality of the transmission line nl w The bank also needs technical measures to limit technical problems for computer d oa systems and ATMs It is known that there are customers who cannot perform the PIN an lu code conversion at ATM or cannot log in or transfer money via the application installed va on mobile phones Therefore, branches should study to overcome the disadvantages of ul nf technology, minimize problems and risks in the process of customer transactions oi lm Develop software to manage sales and revenue of each e-banking products and services, and upgrade banking anti-crime software IT departments should be assigned to z at nh carry out the construction of customer management software, which allows the calculation of payment sales for each segment of e-banking products and services and z gm @ each customer 3.2.3 The Computing Department needs to separate data on electronic banking m co l services at the direct transaction offices of the whole branch As mentioned above, the transaction offices of Tay Do first branch (Transaction an Lu office No 1, No and No 5) and transaction offices under Dan Phuong branch (Tho An, n va Tan Hoi) data on E-banking service income has not been separated, making it difficult for ac th si the whole branch to assess the effectiveness of this service group at the transaction offices , sometimes creating received the misleading of customers for electronic banking transactions in style as this location does not apply to services or service is not good so not apply anymore, and reducing the reputation of both transaction offices and Agribank Tay Do branch Therefore, giving accurate data, in particular, the necessary solution for the Computer Department to handle its duties, creating transparency for branch data, can easily attract more customers In these localities, people registered to use the service thanks to the honesty and clarity lu an 3.2.4 Improving the quality of human resources n va For recruitment to Gradually standardize recruitment conditions based on the following key factors: gh tn Appropriate professional skills, good communication skills, access to information p ie technology, ability to solve situations, ability teamwork, ability to work under high pressure, from which appropriate test format and content are formulated, combining nl w theory and practice into each specific situation in order to select excellent candidates d oa Applicants are required integration and development of the branch In the recruitment an lu process, the openness, fairness and objectivity need to be emphasized, the criteria of va professional competence and professional ethics are the most important criteria for oi lm emotion ul nf selecting candidates, avoiding choosing according to the personal relationship or For the organization and arrangement of employees z at nh One of the factors contributing to improving the performance of the branch in general and the work efficiency of each employee in particular is the reasonable z gm @ arrangement and allocation of personnel and the right people to maximize their potential strength and aptitude of each person Therefore, based on the professional capabilities, l m co qualities and aspirations of each employee, the branch has the organization and arrangement into appropriate professional departments, and annually assesses the level of an Lu performance The work of the staff to timely adjust to suit the needs of the job In each n va department, there is also a need for professional turnover so that employees have the ac th si opportunity to access new jobs, grasp all the processes and operations of the department so that they can flexibly replace taking over jobs when necessary 3.2.5 Developing a standard procedure for troubleshooting incidents in ebanking services During the internship at Agribank Tay Do branch, it was found that the troubleshooting of e-banking services at the branch still had some inadequacies that the current handling process has not been overcome as the cases that work related to network incidents, information insecurity incidents or technical errors of bank lu an employees Therefore, the establishment of a set of standards for troubleshooting in e- n va banking services at Agribank Tay Do branch is extremely urgent, while helping the to banking system at the branch work more closely and help the service user to find the right gh tn person or an authorized department to solve his problem p ie From the perspective of a bank employee, in my opinion, each incident should have its own problem-solving process, specifically as follows: nl w - For incidents of security or information loss, Agribank Tay Do Branch can apply d oa the following steps: an lu + Establishing Board of Incident Handling with the members are important parts of va the branch (board of directors, head of departments) ul nf + The banking experts need to determine the cause, the impact of the incident, the oi lm affected objects, the source of attack, the purpose of attack, the systems being attacked, the method of attack, leaked information, reported to the branch's IT department, z at nh submitted to the Board of Incident Handling + Board of Incident Handling announces to competent authorities, including z gm @ management bodies such as the State Bank and contact with authorities such as the Ministry of Information and Communications, Ministry of Public Security to coordinate m co l treatment + Board of Incident Handling shall coordinate with IT staff specialists in developing an Lu technical solutions to handle network attacks n va ac th si + Marketing and Service Department implements communication, plans to handle communication crisis, appoints spokesman (commonly head of department) + Board of Incident Handling proposes recovery policies after the crisis - For network incidents (congestion, slow connection volatility, ), the IT department has full right to receive and handle incidents + Controlling access to network or server + Checking and configuring the security services + Checking, configuring and updating the latest versions of anti-virus and malware lu an software for the entire computer system at Agribank Tay Do branch n va + Storing business data such as accounting, office operations and customer + Optimizing checking garbage, application software, office software and security gh tn to documents into different storage devices p ie software on customers' computer systems + Ensuring the system operation of the Email, File, Document, Internet, printing nl w regularly, stable and safe for customers' work d oa + Backup server configuration (disc) to ensure servers are operating properly an lu parameters, then continue backup, archive documents, email content, address book for all va computer of the branch into storage devices (depending on the needs and needs of its oi lm data loss ul nf customers), ensures the safety of important customer data and can effectively prevent + Reviewing the entire network cabling system, ensure the cable system is z at nh designed to ensure satisfactory signal transmission + Writing profiles under monitoring system (maintenance book) z l gm a Advertise on social networks @ 3.2.6 Promoting products via online media m co With the rapid growth in the number of users and access time, social networking sites such as Facebook, Zalo, Skype are the communication channels that should be an Lu paid attention by the Branch, because of their connectivity as well as interact with n va customers in many segments It will be really effective if there are suitable strategies ac th si b Advertising via private website Researching to build a separate website for the branch because in the long term, the development and expansion of the branch is certain So right now, the branch should prepare necessary equipments and devices to this Specifically, the branch needs to hire a reputable advertising design company to build a website of Agribank Tay Do branch which is professional, scientific, easy to look up, beautiful form, information about Products and services must be complete, accurate and updated continuously, from which electronic marketing can be performed, e-banking services such as Internet lu an Banking, Mobile Banking, etc and some services are implemented Another case may be n va launched and tested in the future a Strengthen information security gh tn to 3.2.7 Other additional solutions p ie Agribank in general and Agribank Tay Do in particular need to pay attention to data security and safety technologies from developed countries, because security technology is nl w constantly being improved and constantly changed In the economic environment of deep d oa and extensive integration, there are many fluctuations, the theft of information, theft of an lu money online, hackers also constantly growing Therefore, information security va technology is constantly being improved and renewed This issue is now a top priority, ul nf because when customers not really trust the bank's security technology, they will feel oi lm insecure and lack of trust in banking services In addition to using electronic data encryption or PIX Firewall, IPCAS to ensure the z at nh legitimacy of current access, Agribank Tay Do can secure information with electronic signatures or decrypt using more advanced algorithms, orderly and hierarchical z gm @ management, application of data security policies In addition, leaders and employees of E-banking system also need to be knowledgeable about IT and Internet to manage and l m co monitor information about customers, regularly improving, updating new technology At the same time, Agribank Tay Do should enlist the technical assistance of strategic an Lu partners or invite foreign experts to advise on the investment and use of security n va technologies and secure payment technologies ac th si b Improving customer service quality In addition to quality Capacity techniques, technologies, diversifying products or enhance the quality of the mains n an acquisition n force, the Agribank Tay also need to develop the standards of customer service , such as standards for Customer service staff, service style of branch staff and transaction offices to create a professional image Branch leaders can propose to organize exchange meetings, meet customers seriously to listen to customers' sharing about E-banking services of the branch related to the quality of information services through service attitude, thereby making recommendations and lu an suggestions to improve the quality of customer service better In order to serve customers n va more closely, the Branch can also develop separate policies for each type of customers, to increasing the number of preferential policies for corporate customers, VIP customers, gh tn customers Customers, plus points accumulated for each customer transaction, but not p ie forget to promote and maintain the services that customers appreciate CONCLUSIONS AND RECOMMENDATIONS nl w Conclusion d oa E-banking services at Agribank Tay Do branch achieved certain results The branch an lu has not only invested in technical technology, developed service processes to provide va utilities and best services to customers That is the right direction for collecting sucked ul nf electronic banking expansion in the present moment Although the incomplete step in this oi lm field, but with the expression and effort, it is completely reasonable to expect new solutions that Agribank Tay Do will offer in the future to increasingly expand and attract z at nh more customers In addition to the achieved results, there are still limitations in the development of z gm @ E-banking services The Government and departments should pay attention to E-banking services to develop in line with the schedule set by the bank branches and achieve high l m co efficiency The proposed solutions must be uniform, unified and close between the bank and relevant departments so that the bank is always a reliable companion for everyone, an Lu especially for customers who chose to use E-banking products and services in Agribank n va Tay Do ac th si Recommendations - For the Government and state agencies, it is necessary to build and complete the system of legal documents, decrees, legal bases, and have policies to encourage and support the commercial banking system including Agribank Tay Do in conducting electronic transactions such as financing commercial banks to invest in technology, allowing commercial banks to enjoy preferential policies for domestic investment, longterm loans, and coordinating with the Ministry of Finance to focus investment in capital sources for the modernization of banking, equipment infrastructure for modern banking lu an services electronically, simplifying the administrative procedures, create a favorable n va environment to encourage residents to transact without cash to - Enterprises, organizations and individuals are increasingly strengthening business trading online, thereby creating demand for payments, gh tn investment, p ie transactions,…creating a potential customer base for e-banking services d oa nl w an lu nf va APPENDIX oi lm ul Business results of Agribank Tay Do branch 2017-2019 2019 2018 z at nh Targets (Unit: mil VND) 2017 Difference 2019/2018 2018/2017 +/- +/- z % % @ gm Revenue 757.514 648.279 479.306 109.235 16.8 168.973 26.1 84.803 77.493 8.506 EAT 72.781 66.146 60.445 6.635 9.1 7.310 8.7 9.1 5.701 8.6 an Lu 93.309 m co EBT l Expense 664.205 563.476 401.813 100.729 15.2 161.663 28.7 n va ac th si Volatility E-banking revenues compared with other service groups in Tay Do Agribank branch 2017-2019 (Unit: mil VND) Targets 2018/2017 2019/2018 Absolute Relative Absolute Relative (+/-) (%) (+/-) (%) 674 10.2% (232) -3.2% 59 2.8% 207 9.7% (57) -20.1% (68) -29.8% 2,069 128.2% 1,657 45.0% E-banking 529 22.6% 1,226 42.7% Authorized agents (18) -11.5% 139 100.1% 687 133.5% 259 21.6% Domestic payment 25 65.9% 14.5% Forex trading 341 32.0% 2,358 167.8% International payment lu an Remittances n va Card gh tn to p ie Treasury services Other d oa nl w an lu The growth rate of e-banking services and other service groups in Tay Do Agribank oi lm ul nf va 2017-2019 z at nh z m co l gm @ an Lu n va ac th si 8000 7000 6000 5000 4000 3000 2000 1000 Toàn CN 2017 Toàn CN 2018 Toàn CN 2019 lu an n va Thanh toán nước Thanh toán quốc tế Kiều hối Thẻ E-banking Ủy thác đại lý Dịch vụ ngân quỹ Khác p ie gh tn to Kinh doanh ngoại hối d oa nl w oi lm ul nf va an lu z at nh z m co l gm @ an Lu n va ac th si ANOVAa Model Sum of Squares Df Mean Square Regression 32.808 5.468 Residual 19.184 218 0.088 Total 51.992 224 F Sig 0.000c 62.136 a Dependent variable: STF c Predictors: (Constant), REB, RPS, TGB, CPC, EPT, FL lu Model Summaryc an Adjusted R2 Std Error of n va R2 Model R Durbin-Watson 0.986b tn to the Estimate 0.972 0.943 0.10369 1.746 gh p ie b Predictors: (Constant), REB, RPS, TGB, CPC, EPT, FL oa nl w c Dependent variable: STF REFERENCES d https://www.agribank.com.vn/vn/doanh-nghiep/san-pham/ngan-hang-dien-tu Vietcombank, Techcombank, BIDV websites https://ictnews.vietnamnet.vn/cntt/bao-mat/ngan-hang-nha-nuoc-cac-ngan-hang- ul nf va an lu thong-tin-193317.ict oi lm can-co-quy-trinh-chung-ve-xu-ly-khung-hoang- the-ground-up-su-co-mat-an-attempt- z at nh Agribank Tây Đô (2017-2019) Báo cáo hàng năm sản phẩm dịch vụ 2017-20182019 Hà Nội z l gm @ Cúc, P P (n.d.) Giáo trình tín dụng ngân hàng, Trường Đại học Công nghiệp TP.HCM m co Lưu Thanh Thảo (2011) Phát triển dịch vụ ngân hàng điện tử ngân hàng thương mại cổ phần Á Châu Luận văn thạc sỹ kinh tế, Đại học Kinh tế Thành phố Hồ Chí Minh an Lu n va Ngơ Thị Liên Hương (2011) Đa dạng hóa dịch vụ Ngân hàng Thương mại Việt Nam Luận án Tiến sỹ, Trường Đại học Kinh tế Quốc dân ac th si PGS.TS Trầm Thị Xuân Hương, ThS.Hoàng Thị Minh Ngọc (2013) Giáo trình nghiệp vụ ngân hàng thương mại, Trường ĐH Kinh tế TP.HCM NXB Kinh tế Phòng Tổng hợp Agribank Tây Đô (2017-2019) Chuyên đề IPCAS 10 Thân Thị Xuân (2013) Phát triển dịch vụ ngân hàng điện tử Ngân hàng Thương mại cổ phần Sài Gòn chi nhánh Hà Nội Luận văn thạc sĩ, ĐH Kinh tế Quốc dân 11 Trần Thị Thanh Thanh (2015) Phát triển dịch vụ ngân hàng điện tử Ngân hàng Nông nghiệp Phát triển nông thôn chi nhánh Thăng Long lu 12 Zeithaml, V P (2002a) An emperical examination of the service quality-valueloyalty chain in an electronic channel University of North Carolina, USA: Working Paper an n va p ie gh tn to d oa nl w oi lm ul nf va an lu z at nh z m co l gm @ an Lu n va ac th si