Development of E banking services at Bank for Investment and Development of Vietnam (BIDV) Tu Son Branch, Bac Ninh province Trong cuộc sống ngày nay, với sự phát triển nhanh chóng của công nghệ như vũ bão, không thể thiếu khách hàng có thể tìm kiếm và tiếp cận các phương tiện dịch vụ nhanh chóng, thuận tiện, chính xác và an toàn, đảm bảo sức khỏe, an toàn cho khách hàng trong mùa dịch Covid19. Cùng với Làn sóng công nghệ 4.0 trên toàn thế giới, việc phát triển dịch vụ ngân hàng điện tử là tất yếu xu hướng. Thanh toán kỹ thuật số đã phát triển từ trước khi đại dịch Covid – 19 xảy ra, ở nhiều nước trên thế giới, việc thiếu tiền mặt đã trở thành một vấn đề được thúc đẩy mạnh mẽ. xu hướng thanh toán Dịch vụ ngân hàng trực tuyến giúp mọi người có thể giao dịch dễ dàng và thuận tiện giao dịch, thanh toán hóa đơn, truy vấn thông tin tài khoản và mua hàng trực tuyến… phút bằng cách sử dụng máy tính hoặc điện thoại có kết nối mạng. Bên cạnh đó việc triển khai hoạt động dịch vụ ngân hàng điện tử cho phép ngân hàng thích ứng nhanh với những thay đổi của thị trường, điều chỉnh phí kịp thời, lãi suất và nhiều hơn nữa…
THUONG MAI UNIVERSITY ROUEN NORMANDIE UNIVERSITY Licence Professionnelle Banque FINAL REPORT Development of E- banking services at Bank for Investment and Development of Vietnam (BIDV) Tu Son Branch, Bac Ninh province Name Student Code Class THUY LINH VU 19K660032 CN16 NTA Company & unit: Customer Management Department of BIDV Tu Son Branch Company’s manager: Mrs Thi Nguyet Nguyen Tutor teacher from Thuong Mai University: Mrs.Thuy Linh Nguyen Tutor teacher from Rouen Normandie University: Mr Vincent Dorange Academic year: 2019 – 2022 Hanoi 2022 THUONG MAI UNIVERSITY ROUEN NORMANDIE UNIVERSITY Licence Professionnelle Banque FINAL REPORT Development of E- banking services at Bank for Investment and Development of Vietnam (BIDV) Tu Son Branch, Bac Ninh province Name Student Code Class THUY LINH VU 19K660032 CN16 NTA Company & unit: Customer Management Department of BIDV Tu Son Branch Company’s manager: Mrs Thi Nguyet Nguyen Tutor teacher from Thuong Mai University: Mrs.Thuy Linh Nguyen Tutor teacher from Rouen Normandie University: Mr Vincent Dorange Academic year: 2019 – 2022 Hanoi 2022 i ACKNOWLEDGEMENT In order to complete this research, in addition to my own efforts, I have received the help of many groups and individuals inside and outside the university I would like to express my respect and gratitude to my tutor Mrs Nguyen Thuy Linh who has always enthusiastically guided, supplemented ideas, encouraged and helped me to carry out this thesis I would like to express my sincere affection and thank you to all the teachers of Thuongmai University who wholeheartedly taught and passed on useful knowledge to me during my study at the school Finally, I would like to thank the leaders, officers, employees, customers of Joint Stock Commercial Bank for Investment and Development of Vietnam - Tu Son branch, Bac Ninh for their cooperation and enthusiasm comment and provide information for me to carry out the thesis Thank you very much ! ii Table of Contents PART I: INTRODUCTION ABOUT INTERNSHIP……………………………………………… Report reasons………………………………………………………………………………….5 I II Report objevtive…………………………………………………………………………… III Methodology Method of data collection………………………………………………………………… Evaluation analysis method……………………………………………………………… IV Timeline and budget Timeline Budget PART II: INTRODUCTION ABOUT ORGANIZATION AND SITUATION OF DEVELOPMENT OF ELECTRONIC BANKING SERVICES AT BIDV TU SON BRANCH…9 I The introduction of BIDV .9 II The introduction of BIDV Tu Son Branch 10 III Overview of e-banking services of commercial banks…………………………………… 12 Definition of E-banking…………………………………………………………………… 12 Characteristics of e-banking services………………………………………………………12 The role of e-banking services…………………………………………………………… 12 Product classification of e-banking……………………………… ………………………13 IV Situation of development of electronic banking services at BIDV Tu Son Branch…… 14 BIDV Tu Son e-bankig services are deployed on three supply channels: BIDV Online, Smart Banking and Bankplus…………………………………………………………………………………… 14 Business cases…………………………………………………………………………… …15 Current status of e-banking service development at BIDV Tu Son, Bac Ninh in the period 2016-2020……………………………………………………………… 16 PART III: E-BANKING SERVICES SITUATION AT BIDV TU SON BRANCH 18 A Survey about e-banking services at BIDV Tu Son Branch and SWOT 18 Survey result 18 SWOT analysis…………………………………………………………………………………21 B Assessment of the development of e-banking services at BIDV Tu Son, Bac Ninh………24 C Recommendation of the development of e-banking at BIDV Tu Son, Bac Ninh…………24 PART IV: E-BANKING SERVICE DEVELOPMENT SOLUTION AT BIDV TU SON BRANCH……………………………………………………………………………………………….25 Some solutions to develop e-banking services of BIDV Tu Son, Bac Ninh in the period of 2021-2026………………………………………………………………………………………25 1.1 Solutions to improve customer satisfaction…………………………………………………25 iii 1.2 Diversifying e-banking products and services………………………………………………26 1.3 Strengthening human resource development……………………………………………….26 1.4 Solutions to boost customer base, increase net income…………………………………….26 APPENDIX 28 LIST OF TABLES 30 LIST OF CHARTS 31 REFERENCE 31 INTERN ASSESSMENT FORM………………………………………………………… .32 iv PART I: INTRODUCTION ABOUT INTERNSHIP I Report reasons In today's life, with the rapid development of technology like a storm, it is indispensable for customers to find and access fast, convenient, accurate and secure means of service, ensuring health and safety for customers in the Covid-19 pandemic season Along with the wave of technology 4.0 worldwide, the development of e-banking services is an inevitable trend Digital payments have developed, way before the Covid – 19 pandemic has occurred, in many countries around the world, the absence of cash has become a strongly promoted payment trend Online banking services help people to have an easy and convenient transactions, to pay bills, query account information and make online purchases within minutes by using a computer or phone with a network connection Besides, implementing e-banking services activities allows banks to adapt quickly to changes in the market, adjust timely fees, interest rates and more… The complex development of the Covid-19 pandemic has changed people's consumption habits and became a "push" that caused e-banking services to explode Therefore, BIDV has provided e-banking services with many utilities for individuals and businesses, serving the needs of quick, safe and convenient payment Despite efforts to promote e-banking services, BIDV Tu Son still has many limitations in the service provision, service software is still often faulty, customers still mainly go out to trade at the counter due to limitations on features, transaction limits Furthermore, there is fierce competition that takes place in the banking business Stemming from that importance, with the desire to make comments, analysis and evaluation to make solutions and recommendations to improve the central banking service at BIDV Tu Son, I selected the topic "Developing e-banking services at Bank for Investment and Development of Vietnam ,Tu Son branch, Bac Ninh." II Report objectives General objective : The general objective of the project is development of e-banking services at BIDV Tu Son, thereby offering solutions to overcome limitations and develop e-banking services at BIDV Tu Son Specific objective: Systematize the basic theory of developing e-banking services at commercial banks Analyze and evaluate the current situation of developing e-banking services at BIDV Tu Son Proposing solutions to overcome limitations and develop e-commerce services at BIDV Tu Son to contribute to the bank's safe, effective and sustainable development III Methodology Method of data collection For the first method, I collect available information from BIDV Tu Son Branch such as documents, annual reports, magazines, booklets, and other sources on the Internet, such as BIDV’s website, social media, and library, and topic-related news to understand the product, loan process, and the development of car loan services in the branch Skills needed: information searching skills, information evaluating skill, reading skill, skim and scan skill, information synthesizing skill Evaluation analysis method In the second method, using a combination of methods of statistical analysis, comparison, interpretation and synthesis on the basis of dialectical and historical materialism methodologies to consider, interpret and evaluate related issues posed in the research topic Skills needed: Analytical skills, Time management skills IV Timeline and budget Timeline Phases Tasks / Steps Decide the topic Start date 15th March 2022 Find bank & ask for 15th March 2022 project Phase 1: Project set up Meet TMU tutor to adjust 16th March 2022 the topic name Submit the project brief 17st March 2022 Begin the project at BIDV 19rd March 2022 Tu Son Branch Gather data about BIDV 24th March 2022 & e-banking at Tu Son Branch Phase 2: Collection of data Make survey questionnaires 30th March 2022 Direct surveying 4th April 2022 Find bank reports, 6th April 2022 academic information Phase 3: Data Analysis & Submit project agreement 10th April 2022 Write intermediate report 16th April 2022 Submit intermediate report 29th April 2022 report writing Discuss the problem with the project tutor 30th April 2022 Write the final report 2th May 2022 Send the final report to the 25th May 2022 project tutor Make PowerPoint Phase 4: Preparing Submit final report to the for universities presentation 28th May 2022 6st June 2022 Table Timeline Budget Photocopy fees (report + survey) 180.000VND Phone call expenses 90.000VND Travel expenses 100.000VND Other expenses 250.000VND Table Budget Total: 620.000VND PART II: INTRODUCTION ABOUT ORGANIZATION AND SITUATION OF DEVELOPMENT OF ELECTRONIC BANKING SERVICES AT BIDV TU SON BRANCH I The introduction of BIDV Name : International transaction name : Joint Stock Commercial Bank for Investment & Development of Vietnam Abbreviation name : BIDV Year of establishment : Year : 1957 Location : Headquarter: 194 Tran Quang Khai Street, Ly Thai To Ward, Hoan Kiem District, Hanoi City Areas of business activities : Bank : is a leading experienced bank providing a full range of modern and convenient banking products and services Insurance: providing life and non-life insurance products that are tailored in the overall package of BIDV's products to customers Securities: providing a wide range of brokerage, investment and consulting services with the ability to rapidly develop a nationwide system of order-receiving agents Financial investment: contributing capital to establish businesses to invest in projects, in which the prominent role is the leading and coordinating role of key projects of the country such as: Aviation Leasing Joint Stock Company (VALC), Expressway Development Company (BEDC), Investment in Long Thanh International Airport… The number of employees As of December 31, 2020, BIDV has a total of 26,752 employees By the end of the first quarter of 2021, BIDV won first place and became the bank with the most employees with 26,659 people, an increase of 1.1% compared to the end of last year BIDV’s targets Sound financial capacity to meet operational safety requirements following regulations and good practices, as a foundation for growth in operating scale, increasing market share, and maintaining the leading position in the banking market Sustainable performance is based on improving asset quality, restructuring revenue sources, gradually increasing the proportion of non-credit income, and providing the best banking-finance-insurance products and services for customers