Improving Ebanking services at Ho Chi Minh City Development Joint Stock Commercial Bank (HDBank) Sai Dong branch Nhận thức được điều đó, với sự phát triển mạnh mẽ của công nghệ thông tin và thời đại Dịch Covid19 diễn ra khắp nơi, hoạt động ngân hàng điện tử dần trở nên khó khăn phổ biến và nhanh chóng nhận được phản hồi tích cực từ mọi người vì sự tiện lợi của chúng và tốc độ. Hiểu được tầm quan trọng và sự cần thiết của dịch vụ ngân hàng điện tử đã và đang và sẽ mang đến cho người dân, các ngân hàng không ngừng bắt kịp, hoàn thiện và phát triển nó một cách nhanh chóng nhằm mang lại cho khách hàng nhiều lợi ích hơn về cơ sở vật chất cũng như đáp ứng nhu cầu của khách hàng.
THUONG MAI UNIVERSITY UNIVERSITÉ DE ROUEN *** Ho Chi Minh City Development Joint Stock Commercial Bank (HDBank) *** FINAL REPORT “ Improving E-banking services at Ho Chi Minh City Development Joint Stock Commercial Bank (HDBank) - Sai Dong branch” Student name Nguyen Ha Phuong Anh Class CN16-NTA-CLC Major Banking and Finance Academic year 2019-2022 Tutor from TMU Ms Nguyen Thuy Linh Tutor from HDBank Mr Nguyen Vu Hung - Hanoi, 2022 – Table of Contents LIST OF CHARTS LIST OF TABLES LIST OF PICTURES LIST OF ABBREVIATIONS ACKNOWLEDGEMENT CHAPTER 1: OVERVIEW OF HDBANK AND HDBANK-SAI DONG BRANCH (THE INTERNSHIP UNIT) Overview of the internship 1.1 Name of the topic 1.2 Reason for choosing the topic 1.3 Objectives of the project 1.4 Research methodology Proposed methodology a Means to use: b 1.5 Timeline (All actions are expected to be carried out according to the schedule) Overview of HDBank, HDBank-Sai Dong branch and E-banking services 2.1 Introduction of HDBANK (Ho Chi Minh City Development Commercial Joint Stock Bank) 2.2 Introduction of HDBANK-Sai Dong branch 2.3 Introduction of E-banking services at HDBank-Sai Dong branch 10 CHAPTER INTERNSHIP IMPLEMENTATION AT HDBANK-SAI DONG BRANCH 13 Research on E-banking services at HDBank-Sai Dong branch 13 1.1 Some cases 13 1.2 Purpose of the survey 14 1.3 Methods 14 1.4 Results 14 19 21 21 Chart 12 Assessment of e-banking services at HDBank-Sai Dong branch 21 Compare E-banking services of HDBank-Sai Dong branch with some other banks 21 SWOT analysis of E-banking services at HDBank-Sai Dong branch 23 3.1 Strengths 23 3.2 Weaknesses 23 3.3 Opportunities 24 3.4 Threats 24 Advantages and disadvantages of e-banking services at HDBank-Sai Dong branch 24 4.1 Advantages of e-banking services at HDBank-Sai Dong branch 24 4.2 Disadvantages of e-banking services at HDBank-Sai Dong branch 25 Some practical solutions to improve and develop e-banking services at HDBank in general and HDBank-Sai Dong branch 25 CHAPTER PROJECT RESULTS (REPORT ASSESSMENT) 26 Difficulties from expecting and happening 26 1.1 Expected 26 1.2 Actually happening 26 Lesson learned and experience gained (results) from the internship 27 Career plan in the future 27 CONCLUSION 28 REFERENCES 29 SURVEY QUESTIONNAIRE 30 INTERN ASSESSMENT FORM 33 LIST OF CHARTS Chart Page Chart HDBank-Sai Dong branch’s structure page 11 Chart Customer’s gender page 16 Chart Customer’s age page 16 Chart Customer’s job page 17 Chart Customer’s monthly income page 17 Chart The number of customers using ebanking services at HDBank page 18 Chart How customers know about HDBank’s e-banking services page 18 Chart Products customers use in e-banking services of HDBank page 19 Chart Purposes of using e-banking services at HDBank page 20 Chart 10 Frequency of using e-banking services at HDBank page 20 Chart 11 Reasons for choosing to use e-banking at HDBank page 21 Chart 12 Assessment of e-banking services at HDBank-Sai Dong branch page 21, 22, 23 LIST OF TABLES Table Page Table Timeline page 8, Table Features of e-banking services at HDBank-Sai Dong branch page 11, 12, 13 Table Comparison of e-banking services between HDBank, Bac A Bank, and VIB page 24 LIST OF PICTURES Picture Page Picture HDBANK page LIST OF ABBREVIATIONS Abbreviations Orginal HDBANK Ho Chi Minh City Development Joint Stock Commercial Bank E-banking/e-banking Electronic banking (SMS banking, Mobile banking, Internet banking) VIB Vietnam International Bank ATM Automated Teller Machine VND Viet Nam Dong ID card Identity card ACKNOWLEDGEMENT I would like to express my special thanks to all teachers at Thuongmai University and University of Rouen for creating an excellent condition for me to study and cultivate useful skills during my study at Thuongmai University Secondly, I would also like to express my sincere thanks to Ms Nguyen Thuy Linh, the instructor who has always enthusiastically guided and helped me in the process of completing my internship report; Mr Nguyen Vu Hung from HDBank - Sai Dong Branch, the mentor helped me have the opportunity to come to a professional banking environment like HDBank and have a new perspective on the work that I will in the future During my time working here, Mr Hung helped me a lot in guiding and providing information about the bank I am also very grateful to Mr Vincent Dorange for giving me useful and practical advice for this report and personal internship Although I have tried my best to make the best personal internship report, I cannot avoid mistakes because of a lack of specialized knowledge and practical experience Therefore, I hope that you will understand this inconvenience and expect to receive many comments and suggestions from you I can learn, improve, and accumulate more experience for my upcoming work CHAPTER 1: OVERVIEW OF HDBANK AND HDBANK-SAI DONG BRANCH (THE INTERNSHIP UNIT) Overview of the internship 1.1 Name of the topic “Improving E-banking services at Ho Chi Minh City Development Joint Stock Commercial Bank (HDBank) - Sai Dong branch” 1.2 Reason for choosing the topic Realizing that, with the strong development of information technology and the time when the Covid-19 epidemic is happening everywhere, e-banking activities are gradually becoming popular and quickly receiving a positive response from everyone because of their convenience and speed Understanding the importance and necessity that e-banking services have been, are, and will bring to people, banks are constantly catching up, improving, and developing it quickly to get customers more benefits of facilities as well as meet the needs of customers Like other banks, HDBank in general and HDBank-Sai Dong branch, in particular, are also trying their best to promote and bring the best e-banking products to their customers So that's why I decided to this topic "Improving e-banking services at HDBank-Sai Dong branch" to learn and help them find some practical solutions to improve this service 1.3 Objectives of the project - Learn, gain experience and understand clearly the field of E-banking services at HDBankSai Dong branch - Be able to apply academic knowledge into practice in the E-banking services position - Compare the E-banking service of HDBank-Sai Dong branch with some other peer-to-peer banks From there, analyze the current situation, and find out the advantages and disadvantages of this service Thereby, finding solutions to help them enhance, improve and develop Ebanking services to meet the essential needs of users - Desire to bring users new experiences with a modern, prestigious, safe, and quality E-banking service 1.4 Research methodology a Proposed methodology - Direct survey (about 30-50 people): Due to the Covid-19 epidemic, the number of customers coming to register for direct e-banking services at HDBank-Sai Dong branch is less and more limited than before Therefore, it is expected that the number of direct surveyors will be about 50-60 people To conduct a direct survey, I will use a paper survey form in which there will be questions related to the usage and satisfaction of customers when using electronic banking products at HDBank-Sai Dong branch Direct survey subjects will focus on customers and employees at HDBank-Sai Dong branch - Indirect survey (about 100-150 people): This survey will have more advantages than the direct survey because it is not affected by the Covid-19 epidemic To conduct this indirect survey, I will use an online survey form, quite similar to the direct survey form and the survey subjects will be people aged 18 and over; who have used, are using, and will intend to use e-banking services at HDBank-Sai Dong branch b Means to use: Google forms (customer’s survey); refer to relevant documents and articles; HDBank's website; 1.5 Timeline (All actions are expected to be carried out according to the schedule) Table Timeline Overview of HDBank, HDBank-Sai Dong branch and E-banking services Picture HDBANK 2.1 Introduction of HDBANK (Ho Chi Minh City Development Commercial Joint Stock Bank) HDBANK is one of the first Joint-Stock Commercial Banks in Vietnam, was established on 11/2/1989 with the original name “Ho Chi Minh City Housing Development Commercial Joint Stock Bank” Until September 19, 2011, HDBank was approved by the State Bank of Vietnam to change its name to "Ho Chi Minh City Development Commercial Joint Stock Bank" The HDBank’s head office is located at 25Bis Nguyen Thi Minh Khai District 1, Ho Chi Minh City, Vietnam - under the direction of Ms Le Thi Bang Tam - Chairman of the Board, Pham Quoc Thanh - General Director, and other shareholders As of March 2021, HDBank has a network of 308 banking transaction points, along with more than 13,000 employees to bring many experiences and exclusive rights to customers Products and services that HDBank is currently providing to its customer to serve and meet the needs of them quickly, conveniently, and in the best way: + For individual customers, HDBank has been and will continue to provide key products and services such as loans (short-term, long-term); card products (debit and credit cards); savings (short-term, long-term); electronic banking; insurance money; consignment products and a number of other services (eg money transfer service, collection service, custodial service, etc); + For corporate customers, HDBank also offers a number of outstanding products such as cash flow management; trade finance; foreign currency & derivatives; correspondent banking, and credit with the purpose of meeting the best needs of corporate customers to help them feel secure when depositing and using products at HDBank About HDBank’s vision, in the near future, they want to become a leading financial group with the core being a leading commercial bank in Vietnam, with outstanding products and customer services, an international network, effective operation, and being a brand that is proudly trusted by customers About HDBank’s core values, - HDBank always considers customers as the focus in all activities of the bank and always strives to best meet customers' expectations In terms of efficiency and creativity, HDBank is constantly learning, creating, and self-improving to operate effectively and outperform competitors in serving customers - HDBank always grasps and understands the goals to be achieved and is consistent in setting plans, implementing, and pursuing those goals - HDBank's officers work and behave professionally; always honest, dare to think, dare to do, and dare to take responsibility In addition, they always help each other to strive to rise at work Moreover, it can be seen that HDBank has always consistently developed in terms of business activities and social activities, in order to build a parallel business culture environment, creating a unique corporate culture It can be mentioned that in terms of benefits for employees, HDBank is considered a second home because of its stable income source along with a series of policies and welfare regimes such as preferential interest rates for employees loans, unsecured loans, health insurance, accident, medical care through the affiliate program of medical examination and treatment at reputable hospitals, etc Not only that, but HDBank is also always active in social security and charity activities For example, implementing projects to support and sponsor together with priority credit programs according to the policy of the State Bank, especially always pay special attention and practical contributions to material and spirit for the community 2.2 Introduction of HDBANK-Sai Dong branch HDBank-Sai Dong branch is one of the sub-branches of HDBank, located at 66, Sai Dong, Sai Dong ward, Long Bien district, Hanoi, Vietnam It is a small transaction point and provides banking products and services of HDBank to serve and meet the needs of customers living in Long Bien district, making it easy and convenient for them to transact without having to go far Chart HDBank-Sai Dong branch’s structure 2.3 Introduction of E-banking services at HDBank-Sai Dong branch Realizing that with the continuous development of information technology along with the current Covid-19 pandemic, conducting monetary transactions through an application connected to the Internet is becoming more popular and gradually developed strongly everywhere It's called E-Banking - this is an online banking service that allows users to manage accounts, and make transactions quickly through Internet-connected devices such as phones, laptops, etc without going to the counter or ATM This can be considered a convenient and fast form of transaction as well as a measure to limit contact when transacting, especially suitable during the Covid-19 pandemic There are three types of e-banking services that HDBank-Sai Dong branch provided to their customers: SMS Banking, Mobile Banking, and Internet Banking SMS Banking Mobile Banking Internet Banking Definition It is a service that that supports balance fluctuation notification, allowing users to use balance inquiry services and pay service bills via regular phone messages It is an online banking service through the bank's mobile application, allowing customers to transact with the bank from anywhere It is an online banking service that helps customers manage their accounts and make transactions quickly using the bank's website through Internetconnected devices such as smartphones, laptops, or desktop computers Functions With just a smartphone with an Internet connection, customers - Make internal & external transfers of HDBank, interbank - Receive notifications of account balance fluctuations 10