AGRIBANK: DEVELOPING EBANKING SERVICES OF VIETNAM BANK FOR AGRICULTURE AND RURAL DEVELOPMENT

Báo cáoluận án: PHÁT TRIỂN DỊCH VỤ NGÂN HÀNG ĐIỆN TỬ VIỆT NAM TẠI NGÂN HÀNG NÔNG NGHIỆP VÀ PHÁT TRIỂN NÔNG THÔN AGRIBANK chi nhánh Cầu Giấy Trong bối cảnh hội nhập kinh tế quốc tế, sự phát triển của ngân hàng điện tử Dịch vụ là một xu hướng không mong muốn. Thanh toán không dùng tiền mặt đã trở thành một quảng bá rộng rãi Xu hướng thanh toán ở nhiều nước trên thế giới. Ngân hàng điện tử cung cấp nhiều lợi thế cho người dùng, ngân hàng và nền kinh tế do sự tiện lợi, nhanh chóng, chính xác, và bảo mật.

LICENCE PROFESSIONNELLE BANQUE TUTORED PROJECT REPORT Subject: DEVELOPING E-BANKING SERVICES OF VIETNAM BANK FOR AGRICULTURE AND RURAL DEVELOPMENT (AGRIBANK) – CAU GIAY BRANCH Tutors: Mr Vincent DORANGE Mrs TRAN Thi Thu Trang Class: CN17 – NTA Group: Members: TRAN Quang Thanh, 30/05/1997 TRAN Ngoc Trang, 25/09/2002 TRAN Thanh Hang, 27/06/2002 TRAN Thi Kim Anh, 11/12/2001 TRAN Minh Duc, 03/01/2002 Hanoi, February 2023 TABLE OF CONTENTS LIST OF TABLES INTRODUCTION CHAPTER 1: REPORT OVERVIEW 1.1 Report Reasons: .8 1.2 Report Objectives: 1.3 Timeframe of activities: 1.4 Financing of the project: .12 1.5 Methodology: 13 CHAPTER 2: RESEARCH ON E-BANKING SERVICE DEVELOPMENT AT AGRIBANK - CAU GIAY BRANCH 14 2.1 Overview of Agribank Cau Giay Branch: 14 2.2.The situation of developing E-banking services at Agribank Cau Giay Branch: 15 2.2.1: Card Service: 15 2.2.2 Mobile Banking Service (SMS): 18 2.2.3 E-Mobile Banking service: 21 2.2.4: ATM and POS: 23 2.3 Results of surveying customers on the quality of E-banking services at Agribank: .25 2.3.1 THE NUMBER OF PEOPLE USING AGRIBANK’S E-BANKING SERVICE 25 2.3.2 FOR NON USING E-BANKING CUSTOMERS: .26 2.3.3 FOR CUSTOMERS USING AGRIBANK ELECTRONIC BANKING SERVICES: 29 2.4 SWOT ANALYSIS: 37 CHAPTER 3: LIMITATIONS AND SOLUTIONS .39 3.1 The successes and limitations of Agribank's E-banking services 39 3.1.1 These achievements: .39 3.1.2 Some limitations: 41 3.2 Solution: 42 3.2.1 Agribank Cau Giay Branch's strategy and direction for creating e-banking services 42 3.2.2 Improve e-banking service security: .42 3.2.3.Increasing the quantity, improving the quality of human resources: .43 3.2.4 Strengthen the promotion of products and services of E-banking: 45 3.2.5 Improve the effectiveness of risk management: .45 3.2.6 Completing and expanding research to expand existing e-banking products and services: 46 CHAPTER 4: SELF-ASSESSMENT 47 4.1 Achievements after the research process: 47 4.2 Difficulties encountered: .47 CONCLUSION .48 REFERENCES: 49 LIST OF TABLES Table 1: Project Schedule Table 2: Financial dimension of the project Table 3: Size of deposit balance on card account Table 4: Card transaction status of Agribank Cau Giay Branch Table 5: Situation of individual customers using SMS service of Agribank Cau Giay Branch Table 6: Situation of corporate customers using SMS service of Agribank Cau Giay Branch Table 7: Situation of customers using E-Mobile Banking service Table 8: Statistics on the number of ATM, POS and cards at commercial banks in Cau Giay District Table 9: Swot Analysis LIST OF CHARTS Chart 1: Organizational Structure of Agribank Cau Giay Branch Chart 2: Card issuance of Agribank Cau Giay branch from 2018-2021 Chart 3: The amount of gender using the Agribank’s e-banking services Chart 4: The age range of customers who use Agribank’s services Chart 5: Percentage of customers who use e-banking services of others bank Chart 6: Reasons why customers who use e-banking services of others bank Chart 7: The percentage of non- customers consider to use e-banking services of Agribank Chart 8: Measure the importance of e-banking through customers point of view by percentage Chart 9: The importance of factors when using e-banking at Agribank as a percentage Chart 10: The reason that customers know about Agribank’s E-banking service as a percentage Chart 11: The reason that customers use E-banking services at Agribank as a percentage Chart 12: Time period that customers have used Agribank E-banking services as a percentage Chart 13: The amount that the customer spends every month as a percentage Chart 14: Frequency of using Agribank E-banking service as a percentage Chart 15: Level of satisfaction when using E-banking’s facilities at Agribank Chart 16: Satisfaction with service performance as a percentage Chart 17: Satisfaction on ability to meet demand in percentage Chart 18: Satisfaction of trust level as a percentage Chart 19: Difficulties encountered in percentage Chart 20: Difficulty for foreign customers by percentage Chart 21: The importance of electronic banking as a percentage Chart 22: The importance of factors when using e-banking at Agribank as a percentage INTRODUCTION In the context of international economic integration, the development of E-banking services is an undesirable trend Cashless payment has become a widely promoted payment trend in many countries around the world E-banking provides numerous advantages to users, banks, and the economy due to its convenience, speed, accuracy, and security E-banking has aided in the promotion of economic activities, trade, services, and tourism development, as well as the expansion of economic and trade relations with the region and the rest of the world E-banking has the advantage of attracting a diverse range of customers at any time of day, regardless of distance This banks enables to reach out to customers more effectively, reduce transaction costs, and so on Commercial banks have expanded their payment services based on bank cards, with an emphasis on improving the quality of card services and increasing the safety of bank cards Although some progress has been made, the development of E-banking services still has some limitations, namely: infrastructure for digital payment has been greatly improved in recent years, but there are still many flaws ATM transactions are largely for cash withdrawals, with the rest being transfers and payments Although digital payment infrastructure has been deployed on mobile, energy, water, television, telephone, internet, insurance, personal finance, public administration, and other platforms, the scope is insufficient for the potential market In addition, the link between the bank's card systems is not perfect Furthermore, security incidents are a significant limitation of E-banking services, with cases of customers having their stolen data, making fake cards, withdrawing money at ATMs, or having to pay bills, credit card debt that has not been paid off For Agribank, this activity poses some risks and difficulties for Agribank due to competition from other banks as well as the market downturn Besides, the bank's service has some flaws and has not enticed customers to use E-banking services Bank for Agriculture and Rural Development of Vietnam (Agribank) has requested that branches in the system, including Bank for Agriculture and Rural Development of Vietnam - Cau Giay Branch, promote the development of E-banking services According to the 2021 performance report, all Agribank Cau Giay Branch services increased in comparison to 2018 In which the group of E-banking services, agent entrustment, card, and other services achieved a positive growth rate of more than 20%, and the domestic payment group achieved a positive growth rate compared to previous years; approximately 65% of transactions were automated, meeting the strong growth in the number of customers In addition to the achieved results, Agribank Cau Giay Branch has many shortcomings in recent years to a variety of factors, and it is necessary to research and find solutions to these problems Meanwhile, as IT expands, the demand for commercial transactions of goods, online payment for services, performing public services in an electronic environment grows, necessitating Agribank Branch Cau Giay must be aware of the numerous advantages of E-banking services and be eager to expand this service while fiercely competing for market share in Hanoi Agribank Cau Giay Branch's E-banking services are at a low level and limited; therefore, expansion is required to create a larger source of revenue and increase the proportion of service fees in the branch's total revenue Our group chose the topic "Developing E-banking services at Bank for Agriculture and Development Rural Development Vietnam - Cau Giay Branch" for research based on the practical requirements and urgent needs in developing e-banking services at Agribank Cau Giay Branch CHAPTER 1: REPORT OVERVIEW 1.1 Report Reasons: E-Banking has been widely using when it first came into existence in the mid 90’s First it is in the form of ATM’s and phone transactions Recently it transformed to internet a new channel between customers and banks which benefits both and during When it came to the Covid-19 pandemic, E-banking developed more than ever However, especially in Vietnam, this field though to be potential to grow but there are still many difficulties and barriers for Agribank to compete in the market due to their weaknesses and limitations in comparison with other banks So that is why we decided to choose this topic to study and analyze factors affecting the development of E-banking services, namely the choice of Agribank's Cau Giay branch Thereby, our team can propose suitable solutions based on what we have researched to successfully deploy and develop the above service as well as help Agribank - Cau Giay branch to improve its position and brand in the process of integration is an urgent matter that has been and is being set Stemming from the above fact, we wish to contribute to the strong development of the banking system through the thesis topic "Developing E-banking Services of Vietnam Bank for Agriculture and Rural Development (Agribank) – Cau Giay Branch" 1.2 Report Objectives: ➢ For students: • To comprehend and develop a better understanding of E-banking services and their significance • Assist the bank in developing E-banking services • Analyze the present implementation status, accomplishments, benefits, and challenges of the E-Banking service development process at Agribank - Cau Giay Branch • Analyze, assess, and investigate aspects influencing the growth of E-Banking services at the bank • Offer suggestions on how to enhance and broaden the bank's E-banking offerings ➢ For the bank: • Enhancing consumer happiness and bringing in new customers • To determine what elements affect customer contentment • To promote E-banking services 1.3 Timeframe of activities: Phase/Task Start date - Deadline Responsible Phase 1: Project Definition A meeting of members and discuss the topic 20/09/2022 All member in title group Contact the bank that will intern and discuss 20/09/2022 Quang Thanh the effectiveness of the project TRAN Write the tutored project brief 21/09/2022 Contact the instructor and edit the title if necessary All member in group Identify the topic title and agree with the 22/09/2022-07/10/2022 All member in instructor then submit the project brief to group TMU Phase 2: Data collection Internship at Agribank Bank, Cau Giay 10/10/2022 All member in branch group Find market overview information related 15/10/2022-23/10/2022 All member in to topic and collect information available group from the company, online, newspaper Interview customers and conduct surveys 23/10/2022-10/11/2022 All member in group Write the Project agreement and submit 10/11/2022-15/11/2022 All member in group Phase 3: Data analysis Market analysis related to the topic and 01/11/2022-15/11/2022 All member in analysis of information from customer 10 group