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…
INTRODUCTION ABOUT INTERNSHIP
Report reasons
In today's rapidly evolving technological landscape, customers increasingly seek fast, convenient, accurate, and secure services, particularly during the Covid-19 pandemic The rise of technology 4.0 has made the development of e-banking services a crucial trend, with digital payments gaining traction even before the pandemic Many countries have embraced cashless transactions, promoting online banking as a preferred method for quick bill payments, account inquiries, and online purchases using just a computer or smartphone Additionally, e-banking enables banks to swiftly adapt to market changes, allowing for timely adjustments in fees and interest rates.
The Covid-19 pandemic has significantly altered consumer habits, leading to a surge in demand for e-banking services In response, BIDV has introduced a range of e-banking solutions designed to meet the needs of individuals and businesses for fast, safe, and convenient payments However, BIDV Tu Son faces challenges in service delivery, including frequent software issues and limited features, which result in customers preferring in-person transactions Additionally, the competitive landscape in the banking sector intensifies the pressure on BIDV to enhance its e-banking offerings.
Recognizing the significance of enhancing banking services, this article focuses on the development of e-banking solutions at BIDV Tu Son It aims to provide insightful comments, thorough analysis, and constructive evaluations to propose effective recommendations for improving central banking services.
Investment and Development of Vietnam ,Tu Son branch, Bac Ninh."
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
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
To gather comprehensive insights into the car loan services at BIDV Tu Son Branch, I will collect relevant information from various sources, including documents, annual reports, magazines, and booklets Additionally, I will explore BIDV's official website, social media platforms, and topic-related news online to gain a thorough understanding of the loan process and the overall development of these services.
Skills needed: information searching skills, information evaluating skill, reading skill, skim and scan skill, information synthesizing skill
The second method employs a blend of statistical analysis, comparison, interpretation, and synthesis, grounded in dialectical and historical materialism methodologies, to examine, interpret, and assess issues relevant to the research topic.
Skills needed: Analytical skills, Time management skills
Phases Tasks / Steps Start date
Decide the topic 15 th March 2022
Find bank & ask for project
Meet TMU tutor to adjust the topic name
Submit the project brief 17 st March 2022
Begin the project at BIDV
& e-banking at Tu Son Branch
Find bank reports, academic information
Submit project agreement 10 th April 2022 Write intermediate report 16 th April 2022 Submit intermediate report 29 th April 2022
Discuss the problem with the project tutor
Write the final report 2 th May 2022
Send the final report to the project tutor
Submit final report to the universities
Photocopy fees (report + survey) 180.000VND
Methodology
To gather insights on car loan services at BIDV Tu Son Branch, I compile information from various sources, including documents, annual reports, magazines, and booklets Additionally, I explore BIDV's official website, social media platforms, and relevant online news to gain a comprehensive understanding of the product offerings and loan processes.
Skills needed: information searching skills, information evaluating skill, reading skill, skim and scan skill, information synthesizing skill
The second method employs a blend of statistical analysis, comparison, interpretation, and synthesis grounded in dialectical and historical materialism methodologies to examine, interpret, and assess relevant issues related to the research topic.
Skills needed: Analytical skills, Time management skills.
Timeline and budget
Phases Tasks / Steps Start date
Decide the topic 15 th March 2022
Find bank & ask for project
Meet TMU tutor to adjust the topic name
Submit the project brief 17 st March 2022
Begin the project at BIDV
& e-banking at Tu Son Branch
Find bank reports, academic information
Submit project agreement 10 th April 2022 Write intermediate report 16 th April 2022 Submit intermediate report 29 th April 2022
Discuss the problem with the project tutor
Write the final report 2 th May 2022
Send the final report to the project tutor
Submit final report to the universities
Photocopy fees (report + survey) 180.000VND
INTRODUCTION ABOUT ORGANIZATION AND SITUATION OF
The introduction of BIDV Tu Son Branch
The Joint Stock Commercial Bank for Investment and Development of Vietnam - Tu Son Branch (BIDV Tu Son)
No 368 Tran Phu Street, Dong Ngan Ward, Tu Son Town, Bac Ninh Province
Email: tuson@bidv.com.vn
The Joint Stock Commercial Bank for Investment and Development Tu Son Branch was established in September 2006, evolving from a Level II branch in the Tu Son area under the Bac Ninh Branch of the Investment and Development Bank, as per Decision No 225/QD-HĐQT dated August 14, 2006 In 2012, the bank underwent significant developments to enhance its services and operations.
The successful equitization of Vietnam's development led to the transformation of the Branch into a joint-stock commercial bank This transition was formalized by Decision No 30/QD-HĐQT, issued on May 1, 2012, by the Board of Management of the Joint Stock Commercial Bank for Investment and Development of Vietnam.
5 Tu Son branch’s organizational structure:
Recently, Tu Son branch has overall 108 employees with 6 professional rooms and 5 banking transaction offices organized in 5 professional blocks, specifically:
Department of Customer relationship management: Includes Corporate Customer Room and Individual Customer Room
Department of Operation management: Consists of Customer Transaction Office and Credit Administration Department
5 transaction offices: Dong Quang Transaction Office, Chau Khe Transaction Office,
Ba Gia Transaction Office, Yen Phong Transaction Office and Hoan Son Transaction Office
Organizational structure model at BIDV Tu Son
Source : BIDV Tu Son Branch Chart 2 : Organizational structure model at BIDV Tu Son
6 Activities at BIDV Tu Son Branch :
When customers encounter issues with the BIDV e-banking app and seek assistance at the bank, it is essential to engage with them directly Providing clear answers to their questions and offering the necessary guidance will enhance their experience and ensure they can effectively utilize the e-banking services.
- Hoan Son information to make it easier for them to access the service
To register for the Smart Banking e-banking application, customers must present their ID card to ensure the security of their account information As a representative, you will assist customers in providing the necessary details for a quick and convenient registration process while prioritizing their security.
Looking for customers who need to use e-banking services
Answer customers' questions about BIDV's e-banking services
Support customers during the process of registering e-banking services
Make survey slips to serve internship reports and evaluate customer files as well as the need to use e-banking services at BIDV.
Overview of e-banking services of commercial banks
1 Definition of E-banking : E-banking services are banking services provided through electronic means, technology software systems including computers, phones, faxes, ATMs, POS,etc to create the most favorable conditions for customers to be able to use the bank's products and services via Internet connection from the comfort of their own homes without the need to go to the bank’s counter
Characteristics of automaticity : Through information technology systems, pre-established software, the process of receiving, processing and meeting the requirements of each customer is carried out automatically.
The electronic transaction process is initiated when a customer submits a service request and concludes with the bank providing a response regarding the status of that request.
Characteristics of continuity : The service operates 24 hours a day and 7 days a week, customers can use the service at any time of the day without restrictions on space and time
Globality is characterized by the advancement of e-banking services, which play a crucial role in bolstering the economy and enhancing integration into the global market The Internet empowers customers to access a limitless array of goods and services In this context, modern e-banking solutions not only internationalize a bank's image but also unlock significant growth opportunities for international development.
3 The role of e-banking services
E-commerce is a service that makes the payment process easier and faster
Turn the cash, manual economy into a transfer economy, a modern economy
Speed up the delivery of goods and goods Through e-banking services, payment and collection orders from customers are executed quickly, facilitating the commercial process
Can control most money flows
Limit money laundering, illegal money transfer, corruption
Helping the Bank's inspection and supervision activities closely, promptly correcting violations, maintaining the safety of the system
Banks are increasingly offering comprehensive financial services by partnering with insurance, securities, and financial companies This integration allows them to provide synchronized utilities tailored to the diverse needs of their customers As a result, a cohesive system of services is emerging, paving the way for the development of multi-industry and multinational economic groups.
Save costs, increase operational efficiency
Help customers communicate with the Bank faster and more efficiently
Help customers save their precious time
Helping customers improve capital efficiency
Reduce the risk of losing money, being robbed, counterfeit money, etc
Mobile banking allows customers to conduct transactions anytime, anywhere, eliminating the need to visit a bank and wait in line This system enhances convenience by providing access to an automatic call center for customer inquiries, significantly reducing the volume of calls that bank staff must handle.
Internet banking has gained popularity as more individuals utilize computers at home and work to access their bank accounts and services Customers can conveniently check account balances, print statements, transfer funds, and monitor stock prices and foreign exchange rates anytime and anywhere This service has not only enhanced transaction efficiency but also saved customers valuable time.
Home banking is an e-banking service that enables customers to manage their banking transactions remotely via a website, email, mobile phone, or landline With home banking, users can easily perform money transfers, review transaction histories, and access information about interest rates.
Call center : Due to centralized data management, customers with accounts at any branch still call a landline number of this center to be provided with all general and personal information
Card payments are processed using POS (Point of Sale) equipment, which is located at the sales location This device allows customers to conveniently pay for goods and services using credit and debit cards.
Bank cards provide a convenient way for customers to make purchases without cash, and they come in four primary types: debit cards, smart cards, prepaid cards, and credit cards Debit cards enable users to access funds from their payment or savings accounts, while credit cards allow spending up to a predetermined credit limit.
Smart cards are equipped with a chip that securely stores customer information, including a balance derived from the original account These bank cards facilitate convenient payments and enable users to withdraw cash from ATMs across the country Additionally, customers can easily transfer funds to their cards using the bank's e-banking services.
Situation of development of electronic banking services at BIDV Tu Son Branch
SERVICES AT BIDV TU SON BRANCH
1 BIDV Tu Son's e-banking services are deployed on three supply channels: BIDV Online, Smart Banking and Bankplus.
BIDV Online is an electronic banking service offered by BIDV that enables users to effortlessly transfer money, check balances, make payments, and manage savings deposits through any internet-connected device This convenient service allows customers to access their banking needs anytime and anywhere, ensuring a seamless online banking experience.
BIDV Smart Banking is a mobile app that offers similar functionalities to BIDV online services To use the app, customers need to download and install it on their devices.
Bank plus : Bank plus service: This is an electronic banking service linking Viettel and
BIDV for individual customers, this service can be performed without an internet connection Service features: bill payment, money transfer, information lookup
Smart Banking Bankplus Money transfer
Transfer money in the country x x
Set periodic money transfer orders (AFT) x
Transfer money via QRCODE/Money Transfer to BIDV
Discount when top up phone to Viettel SIM x
Pay bills for electricity, water, television, phone top-ups, tuition fees, etc x x x
Inquiry about domestic/international debit/credit card x
Lock/Unlock domestic/international debit/credit cards x
Change account linked to domestic Debit card x
Reactivate your domestic/international debit/credit card PIN x
Book flight tickets with domestic airlines x
Shopping for goods (cosmetics, electronics, fashion, etc.) x
Login/verify transactions by fingerprint x
Table 3 Overview of BIDV Tu Son's e-banking products
Up to now, BIDV in general and Tu Son branch in particular are implementing quite diverse e- commerce services in terms of forms as well as features
Case 1: Guide customers who want to reset passwords on BIDV Smart Banking app
To begin using the BIDV Smart Banking app, launch the application and review the terms of use presented on the interface After reading the terms, check the box indicating "I have read and agreed to the conditions and terms of use of the services above," and then tap "Agree" to proceed.
Step 2: Sign in to the app for the first time You enter your phone number and password
(this password is issued after successfully registering for the service You'll have to change it soon Then tap Sign in
To reset your application password, simply enter a new password twice for verification The second entry ensures accuracy and prevents errors After that, input the OTP code sent to your phone, and then click on 'Sign In' to complete the process.
Case 2 : Guide customers to register for BIDV Smart Banking service
Step 1: Download the new generation Smart Banking app, select "Register Online"
Step 2: Enter the Phone Number, take a photo id card/Passport and follow the instructions
Step 3: Register account opening information, e-banking services and issue non-physical cards to withdraw money via QR code
Step 4: Get account information and banking services Customers activate new accounts and immediately experience the new generation of Smart Banking digital banking features
3 Current status of e-banking service development at BIDV Tu Son, Bac Ninh in the period 2016-2020 a) Number of customers using e-banking services
Quota 2016 2017 2018 2019 2020 Number of new customers 1.254 3.987 4.148 5.239 5.511
Table 4 Current number of BIDV Tu Son customers from 2016-2020
Source: BIDV-Tu Son Branch in the period of 2016-2020
BIDV Tu Son has experienced a remarkable growth in its customer base, particularly in trading account openings, card issuances, and e-commerce service registrations In 2016, the bank welcomed 1,254 new customers, with a consistent upward trend in subsequent years This surge is largely attributed to the rising demand for non-cash payment solutions, leading to a significant influx of customers seeking to open trading accounts Additionally, the bank has enhanced its card operations and expanded its ATM/POS systems to meet this growing demand.
Table 5 Number of cards, ATMs and POS machines of BIDV Tu Son in the period of 2016-2020
Source: BIDV-Tu Son Branch in the period of 2016-2020
Between 2016 and 2020, there was a notable increase in the number of customers, which correspondingly led to a rise in customer card accounts In 2018, domestic debit cards grew by 0.4%, international debit cards by 11.8%, and international credit cards surged by 42.3% compared to the previous year This upward trend continued into 2020, although the growth rate for international debit cards and international credit cards was minimal compared to 2019.
Over the years, BIDV Tu Son has always promoted card development marketing through marketing potential customers, reaching businesses, universities and colleges in Tu Son city etc
Since then, card payment sales and service revenue from cards have also been increasing over the years
Revenue from BIDV Tu Son's card service in the period of 2016-2020
Table 6Revenue from BIDV Tu Son's card service in the period of 2016-2020
Source: BIDV-Tu Son Branch in the period of 2016-2020
As of late 2020, Tu Son town boasts 90 installed POS machines and 9 ATMs, highlighting the area's modern banking infrastructure This advancement represents a promising service with significant revenue potential for local financial institutions.
Income from card services in 2020 reached VND3.3 billion, an increase of 6.5% compared to
In 2019, the branch achieved impressive results, reflecting the dedication of its staff amidst the intense competition among local banks Notably, the percentage of profits generated from e-banking services highlights the effectiveness of their digital offerings.
Pre-tax profit from BIDV Tu Son's e-commerce services in recent times is expressed as follows:
The proportion of profitability of BIDV Tu Son's e-commerce services
Pre-tax profit from e- banking services
Proportion of pre-tax profit from e-banking services/pre-tax profit (%)
Table 7 The proportion of profitability of BIDV Tu Son's e-commerce services
Between 2016 and 2020, BIDV Tu Son Branch experienced a steady growth in pre-tax profit from its e-banking services; however, in 2020, there was a slight decline in this profit.
E-BANKING SERVICES SITUATION AT BIDV TU SON BRANCH
Survey about e-banking services at BIDV Tu Son Branch and SWOT
Customer feedback is one of the important factors to evaluate the quality of the bank's services
In order to have a basis to learn the status of BIDV Tu Son services, I conducted a customer survey
Survey channel Number of surveys we sent (expected)
Number of valid answers (received)
Direct channel (at BIDV Tu Son) 100 95
Table 8 Total number of respondents
Table 9 Number of respondents classified by age, sex, occupation
The tool for collecting data is a questionnaire designed and sent to each eligible customer to the transaction at all the counters in the branch
The observed variables in the survey sheet are encoded immediately after the interview The method of conducting data analysis is applied as descriptive statistics
A total of 100 votes were cast and collected, with 95 deemed valid and 5 invalid Among the respondents, men represented 63.2% (60 customers) while women accounted for 36.8% (35 customers) The majority of participants were young adults, primarily aged between 18 and 36 years.
The survey reveals that 73.7% of participants hold university degrees, primarily consisting of office workers and students, while 26.3% have not received university training This indicates that the majority of respondents are well-educated and possess a strong understanding of banking services, as well as proficiency in technological devices such as computers and smartphones.
Chart 3 : Source of information to help customers know about BIDV Tu Son's e-commerce service
Bank staff advice is crucial, as it informs 55.8% of customers about products, highlighting its significant influence on their purchasing decisions Consequently, bank management should prioritize training in consulting and sales skills, along with enhancing employee service quality, to improve customer engagement and satisfaction.
38 /95 customers know about the bank's products and services through friends and relatives
Advice from the bank staff
The introduction of friends and relatives
Through media Through billboards, flyers
The communication channel serves as a vital link for customers to learn about the bank's offerings Research indicates that 28.4% of customers, or 27 individuals, became aware of the product through mass media Additionally, 24 customers learned about the product from a combination of information sources However, only 5 out of 95 customers, representing a mere 5.3%, discovered BIDV Tu Son's e-banking services through leaflets and advertisements This modest figure highlights the need for more effective promotional strategies to capture public interest.
Chart 4 : Purpose of customers using e- banking of BIDV Tu Son Branch
A recent survey revealed that e-banking services are predominantly utilized for transfer transactions, with 100% of customers indicating this as their primary purpose Additionally, a significant number of users, 96.8%, monitor account balance fluctuations, while 84.2% access account statements and receive salaries through these services Overall, customers primarily engage with e-banking to fulfill essential banking needs, viewing functions like depositing and withdrawing savings as secondary features rather than main reasons for using the service.
Chart 5 : Reasons why customers use BIDV Tu Son's e-banking services
Get salary Send and withdraw savings online
Track balance dynamics and account statements
CONVENIENT, FAST FREE SERVICE OTHER REASONS
The chart indicates that a significant number of customers prefer BIDV Tu Son's e-banking services primarily due to their trust in the BIDV brand and confidence in the security and safety of the services offered.
A significant 91.6% of customers trust BIDV, highlighting its strong brand reputation and prestige This trust emphasizes the importance of maintaining high service quality to meet customer expectations Additionally, convenience and speed in e-banking services are crucial, with 62.1% of surveyed customers citing these factors as key reasons for their usage To stay competitive, BIDV must continuously innovate and enhance its e-banking offerings Furthermore, the appeal of free services is notable, with 40% of customers indicating that complimentary banking services influence their choice to use BIDV.
Evaluating customer surveys allows the branch to identify its strengths and weaknesses, paving the way for enhanced service improvements By continuously refining its e-banking services, the branch can gain customer support and unlock further development opportunities.
BIDV Tu Son stands out among local branches due to its youthful workforce of 108 employees, including a dedicated consulting department This strategic positioning enhances customer support for e-banking services, providing a user-friendly computer system for first-time users, with bank staff available to assist during the login process.
BIDV Tu Son stands out among local banks due to its proximity to numerous colleges, hospitals, hotels, small supermarkets, and commercial centers, making it highly accessible for customers seeking banking services Additionally, the rapid and sustainable growth of electronic goods further enhances the bank's offerings.
The transaction fees at bank counters are strategically set to balance revenue generation for the bank with the customer's ability to pay In contrast, e-banking offers significantly lower transaction fees, making it an attractive option for customers and encouraging increased use of digital banking services.
The advancement of technology software has significantly enhanced transaction processing speed and security With a robust three-layer security system comprising device login passwords, software access passwords, and token authentication through SMS OTP, customers experience increased peace of mind while using the service.
Many businesses fail to fully leverage their high-income customers and business account holders, resulting in limited transaction volumes through e-banking Consequently, the fees collected are low in relation to the number of registered services, indicating a missed opportunity for revenue growth.
E-banking transfer fees are currently higher than those of some banks, such as Techcombank and Agribank, which now offer free transactions This shift reduces competition and negatively impacts the market environment Customer attitudes towards pricing policies play a crucial role in service effectiveness; poor price competitiveness, coupled with similar service features, can quickly lead to customer loss and a significant decline in both scale and revenue.
BIDV Tu Son lacks a clear delegation of responsibilities for customer service staff, leading to challenges for customers seeking assistance While many are encouraged to use the services, they often encounter difficulties when trying to resolve issues, whether through phone calls or in-person visits to the counter.
Assessment of the development of e-banking services at BIDV Tu Son, Bac Ninh
Results achieved by BIDV Tu Son, Bac Ninh in the period of 2016 – 2020
E-banking services have experienced significant growth in transaction sales and net income, reflecting an increase in customer engagement Key services such as BSMS, BIDV Online, BIDV Smart Banking, and BIDV Business Online are the primary contributors to this revenue surge, collectively accounting for a substantial portion of the total net revenue generated from e-banking services.
E-banking services have seen significant growth in customer numbers over recent years For instance, card services surged from 1,254 cards in 2016 to 5,511 cards in 2020, marking an increase of 4,257 cards in just four years The BIDV Smart Banking service, launched in 2017, grew from 1,932 customers to 5,128 by 2020, reflecting a remarkable increase of 3,196 customers in three years Following this, BIDV's online service also exhibited a strong growth trajectory, reaching over 4,107 customers by the end of 2020 Other e-banking offerings, including Bank Plus, Crazy Tax Payment Services, and Online Bill Payment Services, have also recorded growth However, the BIDV Business Online service, while experiencing some customer growth, remains limited as many businesses still prefer traditional transactions and paper documentation, resulting in fewer units utilizing e-banking services.
Customer satisfaction at BIDV Tu Son is notably high, primarily due to exceptional customer care and support services The positive attitude of the staff further enhances this satisfaction The branch's spacious and conveniently located facility also plays a significant role in attracting customers With a robust team of 108 young professionals, including a dedicated consulting department, BIDV Tu Son effectively markets and supports its e-banking services Customers benefit from tailored assistance during their initial login, utilizing dedicated computer systems Additionally, the branch's proximity to colleges, hospitals, hotels, and commercial centers has contributed to a rapidly growing and sustainable customer base for e-banking services.
C Recommendations of the development of e-banking at BIDV Tu Son, Bac Ninh
Diversifying e-banking products and services, improving the quality of customer
Recommendation of the development of e-banking at BIDV Tu Son, Bac Ninh
onwards, while that period is still the main payment time of customer service
Therefore, it is necessary to have a specific maintenance plan with notifications for customers to take the initiative
Build the trust in customers in using BIDV Tu Son's e-banking services
Have a risk management system, secure customer infomation to achieve professional efficiency, serving sustainable growth.
E-BANKING SERVICE DEVELOPMENT SOLUTION AT BIDV TU SON BRANCH
Some solutions to develop e-banking services of BIDV Tu Son, Bac Ninh in the period of 2021-2026
1.1.Solutions to improve customer satisfaction
To enhance customer experience, the branch must prioritize improving employee responsibilities during guest service registrations This includes effectively guiding customers in service participation and clearly introducing features in a comprehensive and understandable manner.
The branch proactively sets up communication channels, including phone and email, to swiftly address lawsuits, complaints, and customer issues beyond the BIDV call center This approach allows the branch to effectively understand customer concerns and gather valuable feedback, enabling timely adjustments to better meet their needs.
In the fast-paced world of mobile technology, understanding customer psychology is crucial for effective service marketing BIDV SmartBanking focuses on attracting young customers by promoting its services, while also targeting corporate clients with online business and electronic tax payment solutions To maximize benefits from these customer segments, consultants must accurately assess customer needs and preferences, ensuring tailored advice rather than overwhelming them with irrelevant options.
BIDV Tu Son implements a flexible fee policy for e-banking services, tailored to customer benefits while adhering to BIDV regulations The branch offers fee incentives for super VIP customers and those with high transaction frequencies, and it skillfully negotiates fees for customers with special requests, such as increasing limits To maintain revenue and profit integrity, it is essential to regularly review and compare fee structures to prevent errors and discrepancies.
1.2 Diversifying e-banking products and services
To achieve this goal, it is essential to create targeted policies for various services For card products, fostering partnerships with affiliated organizations that accept cards is crucial In the realm of online banking, enhancing BIDV Online offerings beyond basic features by focusing on customer experience and added utilities will be vital for maximizing Mobile Banking services Additionally, upgrading technology to automate error handling in transactions is necessary for seamless operations.
To meet the increasing demands of global e-banking services, it is essential to enhance the development of human resources, particularly in high-tech fields Implementing professional training solutions for card sales staff and e-banking personnel is crucial Additionally, offering regular refresher courses for former employees will help them stay updated with the latest knowledge and advancements in e-banking.
1.4.Solutions to boost customer base, increase net income
To effectively target potential customers, it is essential to utilize three key lists: first, customers with substantial deposit balances at the branch; second, clients receiving salaries through BIDV Tu Son; and third, employees with existing credit relationships at the branch Each customer segment should be analyzed for their current service usage For the first group, the marketing department should focus on promoting deposit accounts, e-banking services, and lending options The second group requires the unit responsible for salary processing to leverage relationships for marketing additional services like loans and credit cards Lastly, the corporate customer department should engage directly with business owners to offer services such as salary processing, credit cards, and lending solutions.
BIDV Tu Son should target the 20 to 35 age group, as this demographic is emerging as a key market that will drive global growth in consumption, finance, savings, and investment over the next decade Characterized by their active lifestyles and high income aspirations, these young individuals are in their prime working years, leading to a strong demand for financial transactions With a preference for online trading due to their busy schedules, they are also tech-savvy, owning computers and smartphones, and spending significant time on messaging and social media platforms like Facebook.
To effectively promote e-banking services, BIDV must focus on educating Vietnamese consumers about the benefits and costs associated with these services By enhancing marketing and communication efforts, the bank can help customers understand the value of e-banking, encouraging them to become familiar with and ultimately adopt these digital solutions Additionally, employees should proactively engage with customers to highlight the advantages of e-banking, ensuring a clear understanding of its offerings.
BIDV should enhance its promotional designs to target diverse customer segments based on factors such as gender, age, industry, spending habits, and income By creating tailored packages, customers can select their preferred offers, which can be seamlessly integrated into their cards and the BIDV Smart Banking and internet banking applications This approach allows customers to easily track their incentives, encourages increased spending through their accounts, boosts sales, and enhances profit-sharing with partners.
Expanding the e-banking service portfolio enhances user experience by providing a wider range of options By allowing customers to register for various e-banking services, financial institutions can meet diverse needs To retain existing customers and attract new ones, it is essential to continually improve and add valuable features to the available e-banking services.
I am Thuong Mai University senior students Currently, I am conducting a survey study on
This article focuses on evaluating customer satisfaction with BIDV Tu Son's e-banking services Through a survey, we aim to assess the quality of services provided by the bank and identify opportunities for improvement and development Your objective feedback is crucial, and we appreciate your participation in the survey questionnaire below Thank you for your valuable insights!
Customer's first and last name:……… Address:……… Phone number:………
1 Your gender is: a Female b male
2 What age group are you in? a 18-25 b 26-35 c 36-50 d Over 50
3 Your current occupation: a Student b Employee c Worker d Housewife e Retire f Other occupations
1 How do you know about BIDV Tu Son's e-banking service? a Introduction of Bank staff b Recommended by friends c Media d Leaflets, advertisements at the Bank
2 What is your purpose of using e-banking services? a Transfer b Monitor account balance fluctuations c Get a salary
3 Why do you use BIDV's e-banking service? a Trust in the brand b Transaction limit c Convenience, fast d Fee e Other reason
2 The simplicity of the document
3 The level of publicity about the documents to be provided
4 Transparency of fee and interest information
5 The account information is highly secure
6 High security and low risk in each transaction
7 Time to process your request
Table 3 Overview of BIDV Tu Son's e-banking products
Table 4 Current number of BIDV Tu Son customers from 2016-2020
Table 5 Number of cards, ATMs and POS machines of BIDV Tu Son in the period of 2016-2020
Table 6 Revenue from BIDV Tu Son's card service in the period of 2016-2020
Table 7 The proportion of profitability of BIDV Tu Son's e-commerce services
Table 8 Total number of respondents
Table 9 Number of respondents classified by age, sex, occupation
Chart 1: The Governance structure of BIDV
Chart 2: Organizational structure model at BIDV Tu Son
Chart 3: Source of information to help customers know about BIDV Tu Son's e- commerce services
Chart 4 : Purpose of customers using e- banking of BIDV Tu Son Branch
Chart 5 : Reasons why customers use BIDV Tu Son's e-banking services
1 The BIDV website: https://www.bidv.com.vn/
2 Vietnam Investment and Development Joint Stock Bank – Tu Son branch (2016), Service Report 2016
3 Vietnam Investment and Development Joint Stock Bank – Tu Son branch (2017), Service Report 2017
4 Vietnam Investment and Development Joint Stock Bank – Tu Son branch (2018), Service Report 2018
5 Vietnam Investment and Development Joint Stock Bank – Tu Son branch (2019), Service Report 2019
6 Vietnam Investment and Development Joint Stock Bank – Tu Son branch (2020), Service Report 2020
7 https://www.bidv.com.vn/smartbanking/
8 https://www.techcombank.com.vn/khach-hang-ca-nhan/ngan-hang-dien-tu/fast-mobile
9 https://www.agribank.com.vn/en/ve-agribank/tin- tuc/dtl?current=true&urile=wcm:path:/agbanken/ve-agribank/news/agribank- news/agribank-continues-to-offer-fee-free-money-transfer-services-on-internet-banking
(To be completed by the Intern Supervisor)
Student Intern Name: Date of Internship:
This form aims to offer the intern constructive feedback on their work, professional skills, and competencies It is essential to be objective and honest in your evaluation and to have a discussion about the results with the intern The assessment uses a rating scale from 1 to 5, where you should circle the relevant number.
1= Unsatisfactory Never demonstrates this ability / does not meet expectations
2= Needs Improvement Seldom demonstrates this ability / rarely meets expectations
3= Fair Sometimes demonstrates this ability / meets expectations
4= Good Usually demonstrates this ability / sometimes exceed expectations 5= Excellent Always demonstrates this ability / consistently exceeds expectations
Student Intern assessment (Circle the appropriate number)
1 Observes and/or pays attention to others 1 2 3 4 5
2 Asks pertinent and purposeful questions 1 2 3 4 5
3 Seeks out and utilizes appropriate resources 1 2 3 4 5
4 Accepts responsibility for mistakes and learns from experiences 1 2 3 4 5
5 Open to new experiences; takes appropriate risks 1 2 3 4 5
1 Reads, comprehends and follows written materials 1 2 3 4 5
2 Communicates ideas and concepts clearly in writing 1 2 3 4 5
3 Works with mathematical procedures appropriate for the assigned duties 1 2 3 4 5
C Listening and Oral Communication Skills
1 Listens to others in an active and attentive manner 1 2 3 4 5
2 Comprehends and follows verbal instructions 1 2 3 4 5
3 Effectively participates in meetings or group settings 1 2 3 4 5
4 Demonstrates effective verbal communication skills 1 2 3 4 5
D Creative Thinking and Problem Solving Skills
1 Seeks to comprehend and understand the “big picture” 1 2 3 4 5
2 Breaks down complex tasks/problems into manageable pieces 1 2 3 4 5
3 Brainstorms/develops options and ideas 1 2 3 4 5
4 Respects input and ideas from other sources and people 1 2 3 4 5
E Professional and Career Development Skills
1 Seeks to understand personal strengths and weaknesses 1 2 3 4 5
2 Exhibits self-motivated approach to work 1 2 3 4 5
3 Demonstrates ability to set appropriate priorities/goals 1 2 3 4 5
4 Exhibits professional behavior and attitude 1 2 3 4 5
5 Manages personal expectations consistent with work role 1 2 3 4 5
6 Shows interest in determining career direction 1 2 3 4 5
1 Relates to co-workers/team members effectively 1 2 3 4 5
2 Manages and resolves conflicts in an effective manner 1 2 3 4 5
3 Supports and contributes to a team atmosphere 1 2 3 4 5
4 Controls emotions in a manner appropriate for work 1 2 3 4 5
5 Demonstrates assertive but appropriate behavior 1 2 3 4 5
1 Seeks to understand and support the organization’s mission/goals 1 2 3 4 5
2 Fits in with the norms and expectations of the organization 1 2 3 4 5
3 Works within appropriate authority and decision-making channels 1 2 3 4 5
4 Demonstrates a sense of responsibility and confidentiality 1 2 3 4 5
5 Interacts effectively and appropriately with supervisor 1 2 3 4 5
1 Reports to work as scheduled 1 2 3 4 5
2 Is prompt in showing up to work and meetings 1 2 3 4 5
3 Exhibits a positive and constructive attitude 1 2 3 4 5
4 Brings a sense of values and integrity to the job 1 2 3 4 5
5 Behaves in an ethical and professional manner 1 2 3 4 5