(Luận văn thạc sĩ) developing online payment service for tourism businesses at vtc pay

VIETNAM NATIONAL UNIVERSITY - HANOI INTERNATIONAL SCHOOL ***************** Nguyen Thanh Thao DEVELOPING ONLINE PAYMENT SERVICE FOR TOURISM BUSINESSES AT VTC PAY h MASTER THESIS Hanoi - 2020 VIETNAM NATIONAL UNIVERSITY - HANOI INTERNATIONAL SCHOOL ***************** Nguyen Thanh Thao DEVELOPING ONLINE PAYMENT SERVICE FOR TOURISM BUSINESSES AT VTC PAY h Major: Master in Finance Management Code: 8340202.01QTD MASTER THESIS Supervisor: Assoc Prof Dr Nguyen Van Dinh Hanoi - 2020 ABSTRACT Thesis Title: Developing of online payment service for tourism businesses at VTC Pay Pages: 73 University: Vietnam National University Graduate School: International School Date: October, 2019 Degree: Master Graduate Student: Nguyen Thanh Thao Supervisor: Assoc Prof Dr Nguyen Van Dinh Keywords: online payment, customer behavior, mobile payment, payment methods, electronic payment, information technology, digital, e-ecommerce, tourism industry With the explosive growth of the Internet, electronic commerce (e-commerce) is an h increasingly important segment of commercial activities on the web With ever increasing popularity of online shopping, Debit or Credit card fraud and personal information security are major concerns for customers, merchants and banks; online payment became the most essential part of growth economy The purpose of this thesis is to introduce an overview of electronic payment, concepts and benefits of electronic payment, and the author presents the electronic payment infrastructure, electronic payment systems and electronic payment methods in Vietnam The main contents of this thesis are to introduce theoretical background of online payment, online payment service providers in general and the current status of online payment service provider of VTC Pay and online payment solution for tourism business in Vietnam ACKNOWLEDGEMENT During the performance of this thesis, I have received much assistance from the people who help me to complete the thesis I could not finish this thesis without helping from them, so I wanted to express my deep gratitude to those people First, I would like to express my most sincere thanks to the teachers of the International School, Vietnam National University, Hanoi, who taught me and helped me throughout the course Next, I would like to express my most gratitude to my supervisors, to Assoc Prof Dr Nguyen Van Dinh from International School, Vietnam National University, Hanoi who supported me through the course of my research and gave me guidance and useful feedback to complete the thesis Besides, I would like to thank my MFM1 classmates who shared documents and h help me during the implementation of this research Finally, I want to give my wishes for all teachers, hopefully they have good health and gain more successful in career Again, sincerely thanks! Thank you! Author Nguyen Thanh Thao TABLE OF CONTENTS ABSTRACT ACKNOWLEDGEMENT TABLE OF CONTENTS LIST OF TABLES LIST OF FIGURES AND GRAPHS LIST OF ABBREVIATIONS INTRODUCTION 10 The general context and reasons for choosing the research topic 10 Establish and declare research issues 11 The research purpose 11 The research scope 12 The structure of the research 12 h CHAPTER 1: THEORITICAL BACKGROUND AND LITERATURE REVIEWS 14 1.1 Theoretical background 14 1.1.1 Research papers in Vietnam 14 1.1.2 Research papers in the world 14 1.2 Definitions of online payment and online payment service provider 15 1.2.1 Definition of online payment 15 1.2.2 Definition of online payment service provider 16 1.3 The theories of research problems 16 1.3.1 Online payment methods 16 1.3.2 Payment process through using traditional credit cards 18 1.3.3 Methods of international payment and application in traditional tourism business 19 1.4 Characteristics of online payment and online payment service providers 20 1.4.1 Characteristics of online payment 20 1.4.2 Characteristics of online payment service providers 20 1.5 The role and importance of online payment and online payment service providers in e-commerce activities 21 1.5.1 The role and importance of online payment 21 1.5.2 The role and importance of online payment service provider 22 1.6 Classification of online payment service providers 23 CHAPTER 2: RESEARCH METHODOLOGY 24 2.1 Research methods 24 2.1.1 Data collection methods 24 2.1.2 Method of processing data 26 CHAPTER 3: ANALYSIS ABOUT THE DEVELOPEMNT OF ONLINE PAYMENT SERVICES OF VTC PAY AND PROPOSE THE SOLUTIONS TO DEVELOP ONLINE PAYMENT SERVICES FOR TOURISM BUSINESSES AT VTC PAY 28 General assessment 28 3.2 Actual situation 30 3.3 The factors affecting the provision of electronic payment services in Vietnam 31 h 3.1 3.3.1 The competitive environment in the country and abroad 31 3.3.2 The habit of using cash 32 3.3.3 The safety issues when using online payment 33 3.3.4 The factors related to telecommunications network infrastructure 34 3.3.5 The factors related to legal infrastructure 35 3.4 Types of online payment service products on the market for the tourism industry 35 3.4.1 Online payment solution for service providers who want to authenticate and collect money right through the business website system 35 3.4.2 Online payment solutions for businesses without websites 36 3.4.3 Solution of infrastructure system for issuing prepaid cards 36 3.5 Evaluate the situation and impacts of business environment factors on VTC Pay's service provision for tourism businesses 36 3.5.1 Introduction about VTC Pay 36 3.5.2 Overview of the situation related to the provision of online payment service of VTC Pay 39 3.5.3 Factors affects VTC Pay's online payment service provision for tourism businesses 43 3.6 Analysis results and data processing 48 3.6.1 Status of products and services are provided by VTC Pay 48 3.6.2 The current situation of tourism businesses in implementing online payment system 52 3.6.3 Situation of business efficiency of tourism businesses when implementing online payment system 53 3.6.4 The situation of impact assessment between environment and online payment 54 3.6.5 Evaluate the development of the online payment market in the tourism industry 56 3.7 Conclusions and findings through research 56 3.7.1 The successes achieved from the provision of online payment service of VTC Pay 56 3.7.2 The existing problems and weaknesses 57 h 3.7.3 Opportunities for development of VTC Pay 58 3.7.4 Threats for development of VTC Pay 58 3.8 The solution for development of VTC Pay’s online payment services 59 3.8.1 General solutions for VTC Pay's online payment model 59 Enhancing PR and advertising activities to attract business customers and end consumers to know VTC Pay more 59 3.8.2.Solutions for attracting tourism businesses to use VTC Pay's online payment service 59 3.9 Recommendations to the State 60 3.9.1 Information technology infrastructure 60 3.9.2 Legal infrastructure 60 3.9.3 Training and promoting cooperation in developing online payment 61 3.9.4 Enhance support to tourism businesses through government tools 61 CONCLUSION 62 REFERENCES 64 APPENDIX 01: LIST OF SURVEYED COMPANIES 66 Công Ty Cổ Phần Việt Nam Booking 66 Công Ty TNHH Du Lịch Quốc Tế Đại Việt 67 Cơng Ty Cổ Phần Tập Đồn Nam Phong 67 GoldenTour & Convention 67 Công Ty TNHH Du Lịch Nam Phúc 67 Công Ty TNHH Ixoline 67 Công Ty TNHH Du Lịch Hạng A - AClass Travel 67 Công Ty Cổ Phần Phát Triển Thƣơng Mại & Du Lịch Tầm Nhìn Việt Nam 67 Công Ty Cổ Phần Du Lịch Và TM Quốc Tế Á Âu (ASIA HOLIDAY TRAVEL) 67 Công Ty TNHH Cổ Phần Truyền Thông Và Du Lịch Thiên Thai 67 Công Ty TNHH OneTour Việt Nam 67 Công Ty CP Mặt Trời Việt Nam 68 Công Ty Cổ Phần Lữ Hành Thăng Long 68 h Công Ty TNHH ATC Việt Nam 68 ông Ty TNHH Thƣơng Mại Và Dịch Vụ Du Lịch Vietmountain 68 Công Ty Cổ Phần Thƣơng Mại Và Phát Triển Du Lịch Hà Nội (Handetour) 68 Công Ty TNHH Dịch Vụ Và Du Lịch VIETSENSE 68 APPENDIX 02: PHIẾU KHẢO SÁT 69 LIST OF TABLES Table 1: The number of ATM and POS by the second quarter of 2019 30 Table 2: Statistics on tourism in Vietnam 42 Table 3: List of companies providing online payment services in Vietnam 45 Table 4: Some legal documents related to online payment 47 Table 5: Results of statistical services are deployed by VTC Pay 49 Table 6: Assess the satisfaction level of the enterprise 51 Table 7: Estimating the impact of customer complaints and system downtime on business satisfaction 52 Table 8: Assess the readiness of a tourism business 53 Table 9: The growth rate of international tourists after implementing online payment system 53 h Table 10: The revenue growth rate after implementing online payment system 54 Table 11: The level of obstacles to the implementation of online payment in Vietnam 55 Table 12: The impact of online payment systems to business activities of tourism enterprises 56 LIST OF FIGURES AND GRAPHS Graph 1: The development of ATM and POS by the second quarter of 2019 31 Graph 2: The development among types of payment 32 Graph 3: The percentages among each types of payment methods 33 Graph 4: The rate of using security measures in enterprise 35 Graph 5: VTC Pay Payment Gateway's growth in transaction volume and total value of payment by quarterly in 2018 43 Graph 6: Online payment transaction volume in China from 2009 to 2019 (in billion yuan) 46 Graph 7: The rate of time deploying the online payment system 50 Diagram 1: The organizational structure of the VTC Telecom 39 h 3.8 The solution for development of VTC Pay’s online payment services 3.8.1 General solutions for VTC Pay's online payment model - Building strong relationships with bank partners and international card organizations in order to obtain input price advantages Enhancing PR and advertising activities to attract business customers and end consumers to know VTC Pay more - Diversifying online payment products and services to meet the needs of the online payment market in general and online payment in the tourism industry - Publishing corporate publications specializing in online payment and corporate activities to create a unique culture of the company and to help consumers know and trust the company's brand - Set up different payment channels such as on the customer's business h website, VTC Pay's website, cooperative bank's website, via email or mobile phone messages - Building the distinct corporate culture of VTC Pay such as website interface, office, employee image, corporate ethical values, operating principles and rules in dealing with customers - Improve workflow in internal company more flexible for faster processing - Cut down any unnecessary costs to minimize the costs of services - Base on 4.0 technology era to improve services better and seize the opportunity to penetrate into other markets 3.8.2 Solutions for attracting tourism businesses to use VTC Pay's online payment service - Opening training courses on payment operations in the tourism industry and e-commerce trends so that tourism businesses can quickly approach and timely grasp the development of new payment methods 59 - Participating in international and domestic tourism fairs to introduce products and services for tourism businesses This is a good opportunity to promote the image and service quality to the end consumers - Actively participate in Vietnam's tourism development seminars to proactively offer views and solutions on online payment to improve competitiveness as well as attract more businesses to know the services that VTC Pay is providing 3.9 Recommendations to the State 3.9.1 Information technology infrastructure - Promoting telecommunication network infrastructure at the gateway locations of Vietnam's tourism such as border gates, airports, ports, railway stations are essential, helping to resolve customs and export procedures more quickly entry for international tourists - To adopt policies to encourage domestic and foreign enterprises to invest h in information technology infrastructure development projects in a healthy, fair and transparent competitive environment - Encourage organizations, businesses and individuals to use common information infrastructure to maximize the capacity of information infrastructure The promotion of this will reduce waste to the economy, while gathering funds to further develop the infrastructure of information technology in developing countries and to keep up with other countries in the region and on the world 3.9.2 Legal infrastructure - Paying attention to the activities of guiding the dissemination of the contents of legal documents on information technology law and e-transaction law promulgated so that enterprises understand and strictly comply with regulations - Continuing to research, amend and promulgate legal documents to improve the legal environment on e-commerce in general and online payment 60 - Formulating and promulgate tourism development and modernization programs, contributing to renovating the face and raising the competitiveness of Vietnam's tourism 3.9.3 Training and promoting cooperation in developing online payment - Developing training programs for e-commerce in general and online payment specialties At the same time, universities, colleges and the business community are required to actively build organic relationships related to the supply and demand of human resources for e-commerce and online payment - Promulgating policies to encourage businesses to develop development cooperation with foreign enterprises and organizations in e-commerce in general and online payment to capture new technologies in the world, accumulate business experiences Practical experience for Vietnamese businesses - Issuing policies to reduce corporate income tax when they join e- h commerce exchanges and online transactions to promote online payment activities for Vietnamese businesses 3.9.4 Enhance support to tourism businesses through government tools - Accelerating the deployment of public services on the Internet In the immediate future, it is necessary to quickly implement electronic tax services, electronic customs, immigration procedures, electronic business registration as these are transactional relations related to tourism businesses and is a way to motivate businesses to upgrade their own trading systems in line with e-commerce - Increasing State investment to support small and medium tourism businesses The State needs to study policies and support e-commerce business models of some small and medium-sized tourism enterprises This is an important measure to improve the competitiveness of small and medium enterprises when the protection barriers have been removed when Vietnam joined the world economic integration 61 h CONCLUSION Since Vietnam officially became a member of the WTO in late 2006 and early 2007, Vietnamese enterprises in general and Vietnam's tourism industry have been under intense competition pressures from the foreign businesses In this context, tourism businesses that want to survive and develop need to improve business methods and diversify types of services to attract more international tourists Understanding the need to improve the business methods of Vietnam's tourism industry, VTC Pay has stepped up providing online payment gateway services for 62 tourism businesses to open a new business channel for the tourism industry In order to attract more international tourists to Vietnam, along with promoting Vietnam's tourism image, tourism businesses have stepped up providing fast online payment services, convenient and popular in the world to create the best conditions to attract tourists to Vietnam Therefore, tourism has become a leading industry in applying online payment deployment Settling the payment stage will help tourism businesses improve their competitiveness and open new opportunities for e-commerce deployment in Vietnam's tourism industry Due to these facts, the thesis “Developing online payment service for tourism businesses at VTC Pay” was selected and researched The topic has clarified the picture of Vietnam's online payment, the successes and limitations of VTC Pay when choosing the tourism industry as the first direction to develop online payment in Vietnam In my thesis, I already have some limitations on time and data, I will try to h make it better and deeper in my next research Hopefully, with the research and recommendations of the author will contribute to improving the quality of VTC Pay's online payment service, providing more products and services that are suitable for the tourism market in Vietnam and open up new opportunities for Vietnam's tourism industry to develop on the path of international integration Despite my effort and seriousness during the study, the thesis unavoidably has certain deficiencies Any opinions and contributions from researchers and readers interested in this subject is highly appreciated and useful for me to better complete my study Thank you! 63 h REFERENCES Newspaper Articles: http://vneconomy.vn/tong-thu-tu-khach-du-lich-nam-2018-dat-hon-620000-tydong-20190105122328845.htm https://en.wikipedia.org/wiki/Payment_service_provider (2) www.netbuilder.com.my/html/modules/tinycontent/index.php (1) 64 http://www.ameris.co.uk/glossary_of_terms.cfm (3) https://www.investopedia.com/terms/c/creditcard.asp https://www.investopedia.com/terms/e/electroniccheck.asp https://www.ecb.europa.eu/stats/money_credit_banking/electronic_money/html/ index.en.html https://en.wikipedia.org/wiki/Peer-to-peer_transaction http://tapchicongthuong.vn/bai-viet/tong-quan-ve-thanh-toan-dien-tu-tai-vietnam-51078.htm https://economictimes.indiatimes.com/definition/e-wallets https://whatis.techtarget.com/definition/payment-gateway http://www.visaeurope.com/aboutvisa/security/ais/requirements.jsp https://danso.org/viet-nam/ https://anninhthudo.vn/kinh-doanh/nam-2018-viet-nam-tiep-tuc-lap-ky-luc-ve- h so-doanh-nghiep-thanh-lap-moi/794914.antd https://vietnamfinance.vn/ca-nuoc-co-45-trieu-ca-nhan-co-tai-khoan-ngan-hang20180504224224856.htm http://vietnamtourism.gov.vn/index.php/cat/1205 http://www.vpb.com.vn/index.php?option=com_content&task=view&id=522&I temid=75 Electronic Books: CFA, Adam Hayes, (2015-01-16) "Peer-to-Peer (P2P) Economy" Investopedia Retrieved 2016-10-31 Nath, Trevir (2015-03-24) "How Safe is Venmo and Why is it Free?" Investopedia Retrieved 2016-10-31 Wolff-Mann, Ethan "Your Misunderstanding of Venmo Could Cost You Big Time" MONEY.com Retrieved 2016-10-31 65 h APPENDIX 01: LIST OF SURVEYED COMPANIES (including 18 tourism businesses and 02 E-commerce businesses) No Company name Công Ty Cổ Phần Việt Nam Booking Company address 30 Phan Chu Trinh, Hồn Kiếm 66 Cơng Ty TNHH Du Lịch Quốc Tế Đại Việt Công Ty Cổ Phần Tập Đoàn Nam Phong Nội, Việt Nam 31-33 Kim Đ ng, Giáp Bát, Hoàng Mai, Hà Nội Số 14 -16 Phố Hàm Long, P Phan Chu GoldenTour & Convention Trinh, Q Hoàn Kiếm, Hà Nội, Việt Nam Số 178, Nguy n Văn Cừ, Q Long Công Ty TNHH Du Lịch Nam Phúc Biên, Hà Nội, Việt Nam Số 14, Ngõ 241, Mai Dịch, Cầu Giấy, Hà Công Ty TNHH Ixoline Công Ty TNHH Du Lịch Hạng A AClass Travel Công Ty Cổ Phần Phát Triển Thƣơng Mại & Du Lịch Tầm Nhìn Việt Nam Công Ty Cổ Phần Du Lịch Và TM Quốc Tế Á Âu (ASIA HOLIDAY TRAVEL) Nội, Việt Nam h 10 Số 8, Nguy n Ch Thanh, Q Ba Đình, Hà Cơng Ty TNHH Cổ Phần Truyền Thơng Và Du Lịch Thiên Thai Tầng 2, Số 13A, Nguy n Trƣờng Tộ, Q Ba Đình, Hà Nội, Việt Nam 1602 VP3 Linh Đàm, Q Hoàng Mai, Hà Nội, Việt Nam Tầng 17, Tòa Nhà 129, Ban Cơ Yếu Ch nh Phủ, P Nhân Ch nh, Q Thanh Xuân, Hà Nội, Việt Nam Số 3B, ngõ 58, Phố Đào Tấn, Q Ba Đình, Hà Nội, Việt Nam Tầng 1, Chung Cƣ E1 Chelsea Park, Khu 11 Công Ty TNHH OneTour Việt Nam Đơ Thị n Hịa, Phƣờng n Hịa, Quận Cầu Giấy, Hà Nội, Việt Nam 67 Phòng 1606, 27 Huỳnh Thúc Kháng, 12 Công Ty CP Mặt Trời Việt Nam 13 Công Ty Cổ Phần Dịch Vụ Thƣơng Đống Đa Hà Nội, Việt Nam Mại Và Du Lịch YoLo 14 15 Công Ty Cổ Phần Lữ Hành Thăng Long Phịng 702, Tồ Nhà Thành Cơng, Số 57, Láng Hạ, Ba Đình, Hà Nội, Việt Nam Tổ 1, Do Lộ, P Yên Nghĩa, Q Hà Đông, Hà Nội, Việt Nam Số 1, Nguy n Đình Chiểu, P Nguy n Cơng Ty TNHH ATC Việt Nam Du, Q Hai Bà Trƣng, Hà Nội, Việt Nam Số 10, Hẻm 2A/105, Ngõ 75, Đƣờng Phú 16 h ông Ty TNHH Thƣơng Mại Và Dịch Di n, Phƣờng Phú Di n, Quận Bắc Từ Vụ Du Lịch Vietmountain Liêm, Hà Nội, Việt Nam 17 Công Ty Cổ Phần Thƣơng Mại Và Phát Triển Du Lịch Hà Nội (Handetour) 18 Công Ty TNHH Dịch Vụ Và Du Lịch VIETSENSE 19 Công ty cổ phần thƣơng mại Chiaki 20 Cơng ty cổ phần Zanodo Phịng 1803, Tòa Nhà 101 Láng Hạ , Q Đống Đa, Hà Nội, Việt Nam 88 Xã Đàn, Q Đống Đa, Hà Nội, Việt Nam Số 16 ngõ 181 Trƣờng Chinh, Khƣơng Mai, Thanh Xuân, Hà Nội 1278 Quang Trung, Phƣờng 14 Gò Vấp, H Ch Minh 68 h APPENDIX 02: PHIẾU KHẢO SÁT TRƢỜNG ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUỐC TẾ CHƢƠNG TRÌNH ĐÀO TẠO THẠC SỸ QUẢN TRỊ TÀI CHÍNH ĐỀ TÀI: PHÁT TRIỂN DỊCH VỤ THANH TỐN ĐIỆN TỬ CHO DOANH NGHIỆP DU LỊCH QUA VTC PAY PHIẾU KHẢO SÁT 69 Tôi Nguy n Thanh Thảo, học viên chƣơng trình đào tạo thạc sỹ Quản trị tài ch nh Khoa quốc tế - Đại học quốc gia Hà Nội với đề tài: Phát triển dịch vụ toán điện tử cho doanh nghiệp qua VTC Pay Trong khuôn khổ nội dung đề tài, tơi muốn tìm hiểu thực trạng s dụng dịch vụ tốn điện t Q Cơng ty, nhận định đánh giá Quý Công ty s dụng dịch vụ toán điện t cảu VTC Pay Tôi mong muốn Quý anh/chị dành khoảng 10-15 phút quý báu để trả lời phiếu khảo sát Kết phiếu khảo sát giúp hoàn thành đƣ c phần nội dung quan trọng luận văn thạc sỹ Xin trân trọng cảm ơn! Tất thông tin phiếu điều tra chỉ s dụng vào mục đ ch nghiên cứu khuôn khổ nội dung luận văn tốt nghiệp nói Tơi cam kết khơng cơng khai cụ thể thông tin mà anh chị cung cấp không s dụng kết phiếu khảo sát vào mục đ ch khác THÔNG TIN CHUNG Họ tên ngƣời trả h lời:…………………………………………………………… Lĩnh vực làm việc:……………………………………………………………… Tên công ty làm việc:…………………………………………………………… Vị tr làm việc:…………………………………………………………………… TÌNH HÌNH SỬ DỤNG VÀ ĐÁNH GIÁ VỀ DỊCH VỤ THANH TOÁN ĐIỆN TỬ Doanh nghiệp anh/chị thuộc loại hình nào? □ Doanh nghiệp nhà nƣớc □ Doanh nghiệp tƣ nhân nƣớc □ Doanh nghiệp có vốn đầu tƣ nƣớc ngồi □ Hộ gia đình □ Khác (xin vui lòng ghi rõ): Doanh nghiệp anh/chị s dụng dịch vụ toán điện t VTC Pay đƣ c bao lâu? 70 □ năm □ năm □ năm □ năm □ dƣới năm Doanh nghiệp anh/chị s dụng dịch vụ toán điện t VTC Pay? Có thể chọn nhiều đáp án □ Cổng toán Quốc tế □ Cổng toán Nội địa □ V điện t VTC Pay □ Thẻ ảo VTC MasterCard □ QR Code □ Khác (Xin vui lòng ghi rõ): h Mục đ ch s dụng dịch vụ toán điển t doanh nghiệp anh/chị gì? Có thể chọn nhiều đáp áp □ Mở rộng đƣ c nhiều kênh toán cho khách hàng □ Thu hút nhiều khách hàng □ Giảm thiểu chi ph □ Tăng t nh chuyên nghiệp hoạt động doanh nghiệp □ Tăng t nh cạnh tranh với đối thủ □ Khác (Xin vui long ghi rõ): Thời gian t ch h p hệ thống toán điện t VTC Pay doanh nghiệp anh/chị bao lâu? □ Ít ngày làm việc □ đến 10 ngày làm việc □ 10 -20 ngày làm việc □ 20 ngày làm việc Những lý khiến doanh nghiệp anh/chị khơng hài lịng s dụng dịch vụ toán điện t VTC Pay không? 71 □ Khách hàng phàn nàn việc toán □ Hệ thống chậm tr □ X lý khiếu nại từ khách hàng chậm □ Khác (vui long ghi rõ): Sau s dụng dịch vụ toán điện t VTC Pay, doanh nghiệp anh/chị có tăng lên lƣ ng khách toán bao nhiêu? □ Dƣới 20% □ Từ 20% đến 50% □ Từ 50% đến 70% □ Từ 100% - 200% □ Trên 200% h Sau s dụng dịch vụ toán điện t VTC Pay, doanh nghiệp anh/chị có tăng lên l i nhuận bao nhiêu? □ Dƣới 50% □ Từ 50% đến 70% □ Từ 70% - 100% □ Trên 100% Theo anh/chị, yếu tố ảnh hƣởng lớn đến phát triển toán điện t thị trƣờng Việt Nam? □ Sự hiểu biết khách hàng □ Hệ thống hạ tầng □ Thói quen ngƣời dùng □ Ph toán □ Khác (vui lòng ghi rõ): 10 Để phát triển dịch vụ tốn điện t Việt Nam, anh/ chị có đề xuất / kiến nghị gì? ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… 72 ……………………………………………………………………………………… ……………………………………………………………………………………… h 73