The current situation of the development of electronic banking services at vietnam joint stock commercial bank for industry and trade,graduation thesis

STATE BANK OF VIETNAM BANKING ACADEMY Foreign Language Faculty GRADUATION THESIS THE CURRENT SITUATION OF THE DEVELOPMENT OF ELECTRONIC BANKING SERVICES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE Student : Tran Linh Trang Student ID : 16A7510261 Class : ATCD - K16 Lecturer : Mrs Nguyen Thi Minh Hang Hanoi, May 2017 STATE BANK OF VIETNAM BANKING ACADEMY Foreign Language Faculty GRADUATION THESIS THE CURRENT SITUATION OF THE DEVELOPMENT OF ELECTRONIC BANKING SERVICES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE Student : Tran Linh Trang Student ID : 16A7510261 Class : ATCD - K16 Lecturer : Mrs Nguyen Thi Minh Hang Hanoi, May 2017 DECLARATION I hereby declare that my thesis entitled “The current situation of the development of Electronic banking services at Vietnam Joint Stock Commercial Bank for Industry and Trade” is entirely the result of my own work I have faithfully and accurately cited all my sources, including thesis, report and unpublished data, as well as any other media, such as the Internet, letters or significant personal communication ACKNOWLEDGEMENT I would like to express my special thanks of gratitude to my supervisor Mrs Nguyen Thi Minh Hang for her useful guidance, practical advice, and insightful comments on my work Without her support and encouragement, this thesis would not have been possible I also wish to manifest appreciation to all of my lecturers at Banking Academy of Vietnam, who have provided me such precious knowledge and gave me the golden opportunity to this wonderful thesis Finally, I would also like to thank my parents and friends who helped me a lot in finalizing this project within the limited time frame TABLE OF CONTENTS INTRODUCTION CHAPTER 1: LITERATURE REVIEW 1.1 Electronic banking overview: 1.1.1 Electronic banking definition: 1.1.2 Characteristics of Electronic banking: 1.1.3 Classification: 1.1.3.1 Automatic Teller Machine – ATM: 1.1.3.2 Internet banking: 1.1.3.3 Telephone banking: 1.1.3.4 Mobile banking: 1.1.3.5 Home banking: 1.1.3.6 Kiosk banking: 1.1.3.7 Call center: 1.2 Developing Electronic banking services at commercial banks: 1.2.1 The definition of developing E-banking services: 1.2.2 The need of developing E-banking services at commercial banks: 1.2.2.1 The role of E-banking services: 1.2.2.2 The growth of Internet and electronic transactions: 1.2.3 Criteria to evaluate the development of E-banking services: 1.2.3.1 Criteria to assess the development of quantity: 1.2.3.2 Criteria to assess the development of quality: 1.3 Summary: 10 CHAPTER 2: THE CURRENT SITUATION OF ELECTRONIC BANKING SERVICES AT VIETINBANK 11 2.1 Overview of VietinBank: 11 2.1.1 The history of VietinBank: 11 2.1.2.The mission, vision, core values and business philosophy: 12 2.1.3 Organizational structure: 13 2.2 VietinBank’s business results in recent years: 14 2.2.1 The process of increasing charter capital at VietinBank: 14 2.2.2 VietinBank’s business results in period 2012-2016: 15 2.3 The current situation of the development of E-banking services at VietinBank: 16 2.3.1 The process of adopting information technology at VietinBank: 16 2.3.2.Types of E-banking services provided at VietinBank: 17 2.3.2.1 Internet Banking: 18 2.3.2.2 Mobile Banking: 19 2.3.2.3 Momo electronic wallet: 20 2.3.2.4 Contact Center: 20 2.3.3 Assessment of the current situation of the development of electronic banking services at VietinBank: 21 2.3.3.1 Assess the development of quantity: 21 2.3.3.2 Assess the development of quality: 25 2.4 Achievement and limitations in the process of developing the electronic banking services at VietinBank: 30 2.4.1 Achievements: 30 2.4.2 Limitations and causes: 31 2.4.2.1 Limitations: 31 2.4.2.2 The cause of limitations: 32 2.5 Summary: 34 CHAPTER 3: SOLUTIONS FOR DEVELOPING ELECTRONIC BANKING AT VIETINBANK 35 3.1 Solutions for developing the electronic banking service at VietinBank: 35 3.1.1 Enhancing product promotion: 35 3.1.2 Improve the quality of products and service: 36 3.1.2.1 Simplify the interface of the website and the use of services: 36 3.1.2.2 Diversify product categories: 37 3.1.2.3 Improve the quality of customer service: 37 3.1.3 Enhance personnel quality: 38 3.1.4 Advancing security systems and risk management systems: 39 3.2 Summary: 40 CONCLUSION 41 LIST OF ABBREVIATION VietinBank Vietnam Joint Stock Commercial Bank for Industry and Trade E-Banking Electronic Banking ATM Automatic Teller Machine ID Identification PGBank Petrolimex Group Commercial Joint Stock Bank BIDV Joint Stock Commercial Bank for Investment and Development of Vietnam Agribank Vietnam Bank for Agriculture and Rural Development MHB Mekong Delta Housing Development Bank NPL Nonperforming loan POS Point of Sale/ Point of service US United States GSM Global System for Mobile Communications VCB Joint Stock Commercial Bank for Foreign Trade of Vietnam EVN Vietnam Power Group/ Vietnam Electricity ACB Asia Commercial Bank IT Information Technology IDG International Data Group IPS Intrusion Prevention System VIP Very Important Person ASEAN Association of South-East Asian Nations IR Interest rates LIST OF FIGURES Figure 1.1: Vietnam Internet users in 2011-2016 Figure 2.2: Organization chart of VietinBank 13 Figure 2.3: VietinBank’s Charter Capital in 2011-2016 14 Figure 2.4: VietinBank’s total assets in 2012-2016 15 Figure 2.5: VietinBank’s Profit before taxes in 2012-2016 15 Figure 2.6: VietinBank’s turnover from E-banking service in 2014-2016 22 Figure 2.7: Transaction volume via VietinBank E-banking Channel in 2010-2015 23 Figure 2.8: The number of transactions on E-Banking channel (VietinBank eFAST) 24 LIST OF TABLES, PICTURE Table 2.1: Income from E-banking service fee in 2015-2016 22 Table 2.2: My banks’ favorite E-banking chart 26 Picture 2.1: Things that make customer disatisfied with banking services 27 Picture 2.2: Information Website authentication when access to the correct address 30 INTRODUCTION Rationale of the study The invasion of information technology, electronics, and telecommunications in the banking and finance sector has created many products, new services with high technological content, including E-banking services The introduction of E- banking is seen as a breakthrough in the banking industry, bringing numerous benefits to both customers and banks The benefits that electronic banking bring are markedly huge thanks to its accessibility, accuracy, and swiftness At the present, banks around the world have been focusing on improving services of E-banking in order to meet the society’s demand Therefore, the development of E-banking commercial banks in Vietnam is an inescapable trend in an era of international economic integration Vietnam Joint Stock Commercial Bank for Industry and Trade (VietinBank) is one of the leading commercial banks in adopting E-banking services Compared to the other banks in the area, E-banking services of Vietinbank are quite diverse However, in the present conditions, coupled with the incessant improvement of science and technology and social needs, competitors are also targeting this segment and constantly increasing service utilities for their electronic banking service As a result, seeking for measures to develop electronic banking services so as to help VietinBank to continue to affirm its position and its brand is still considered as an urgent problem Research question: The content of the thesis is in focus of the answers to these questions: • What is Electronic banking? • What are the criteria to assess the development of an E-banking service? • How is the development of Vietinbank E-banking services? • What can be done to enhance the quality of E-banking service at Vietinbank? Methodology: The thesis is employed with quantitative method focus on the collection and analysis of numerical data and statistics Page | In addition, VietinBank has deployed systems such as Lumension, FireEye, and Palo Alto to reduce the risk of malicious infection, information loss, or attacks from internal users' computers The Lumension system allows to control of all connected peripherals to the computer (including USB, removable hard disk, camera, phone ) If the device is unregistered, it cannot be connected to the computer This feature reduces the risk of data loss and virus infection from peripheral devices when users voluntarily connect personal devices to the machine Palo Alto Application Firewall is installed to control the Internet access of internal users of VietinBank Since its official launched, the Palo Alto system has automatically detected and blocked an average of more than 30 million hits a day on malicious websites or banned sites The system has also detected and blocked hundreds of cases of users visiting strange websites and accidentally downloading files containing malicious code to the computer In addition, VietinBank has successfully used the FireEye Intrusion Prevention System to monitor outward Internet communications, including centralized Internet access and email Until now, the FireEye system has controlled and prevented some targeted attacks, many cases of malicious code from the Internet into the local network The successful implementation of projects to improve security, information security continues to affirm VietinBank's competitiveness, management capacity, risk management and information security For customers, VietinBank regularly propagates and raise awareness of Information Safeness when customers conduct transactions For instance, with the tricks of cyber-fraud recently, VietinBank also guides users how to recognize phishing sites to avoid fraud Page | 29 Picture 2.2: Information Website authentication when access to the correct address Source: www.vietinbank.vn 2.4 Achievement and limitations in the process ofdeveloping the electronic banking services at VietinBank: 2.4.1 Achievements: After a period of deploying electronic banking services, VietinBank has been quite successful in developing this new service Despite many difficulties and limitations in the process of deployment and development, VietinBank has also achieved remarkable achievements Firstly, VietinBank has been very successful in diversifying types and utility of products The number of E-banking services is plentiful and varied with different utilities for each specific customer With a continuous effort to make VietinBank become the leading payment bank in Vietnam, VietinBank has continuously diversified, renovated and improved the products and utilities of E-banking services include outstanding utilities such as state budget remittance, online savings, online loan application, self-declaration and payment of taxes or foreign currency transferring All the features mentioned are electronic banking service that brings many benefits to customers that the current rival banks not provide This has helped VietinBank to impress the public and take advantage of the competition in electronic banking The richness and diversity of product features of VietinBank help to meet the needs of individual customers and economic organizations VietinBank is Page | 30 continuing to research and upgrade existing products in order to improve the products and enhance the quality of E-banking services Secondly, revenue from E-banking services has increased sharply each year Service fee also increased at a high rate with the plan completion rate of 149% The rapid growth in E-banking revenue partly confirms the position of VietinBank in the banking system in Vietnam Next, that VietinBank pioneered the implementation of a series of E-banking services for businesses with separate facilities has helped VietinBank to attract the attention of customers as economic organizations This strategy has helped VietinBank to expand their target customer, not only individuals but also organizations and enterprises across Vietnam Thirdly, the number of customers using E-banking services is constantly increasing, contributing to the increase in sales and service fees of VietinBank With such a large number of customers, it can be seen that VietinBank's market share in this market is not small The high growth in the number of customers also reflects the success of VietinBank in developing E-banking services, in addition, contributing to the image and brand of Vietinbank to become more prominent in the market Last but not least, the quality of E-banking services provided by VietinBank is considered to be excellent, giving customers the trust, safety and convenience With a variety of modern security systems such as F5, FireEye, Lumension, Palo Alto Firewall and advanced IT systems, VietinBank makes customers feel more comfortable when making transactions In addition, with the widespread of ATM system, customers can make transactions in a more convenient way VietinBank has also linked with electricity, water and Internet providers to help customers not have to go to the bank to make payments Consequently, payments can be made more quickly and conveniently via E-banking 2.4.2 Limitations and causes: 2.4.2.1 Limitations: Apart from the achievements gained, there are still some shortcomings in the development of E-banking services that need to be overcome: Page | 31 Firstly, the market share and popularity of E-banking services of VietinBank is still relatively lower than some competitors In particular, in the My bank's favorite E-banking contest in 2014, VietinBank only ranked fifth in the top of Mobile Banking, third in the top banks with most interested E-banking service, and not in the list of top Internet Banking; It lags far behind the major rivals like Vietcombank and Sacombank As such, it can be seen that although there are many products to serve many customers, but the products of VietinBank still not have a high position in the E-banking market Secondly, although VietinBank owns a variety of utility and product categories, but the innovation and continuous improvement make customers feel uncomfortable and confusing Through each change, the interface of the product is changed, so it takes customers time to familiarize themselves with how to perform operations through E-banking Thirdly, marketing communication activities of Vietinbank is not effective Most individuals who are using VietinBank's services not understand and know all the services VietinBank provides There are still many people who not know about VietinBank's E-banking and the convenience products as well as the variety of products Therefore, VietinBank still has not attracted many new customers Also, the attitude of staffs at VietinBank is poor This is one of the biggest shortcomings of the bank Staff could be not active, enthusiastic, and thoughtful enough, or they might have expressed annoyance when answering customer inquiries Therefore, many customers have used VietinBank's services but feel dissatisfy, they have switched to other bank services Lastly, the safety and security of the system cannot be reliable and give customers peace of mind when using the service The risk in E-banking service is not small Although VietinBank’s security and information technology systems are always considered to be advanced and effective, the websites forging VietinBank's home page appear to be quite confusing to users 2.4.2.2 The cause of limitations: Firstly, due to the psychological factors and habits of using cash of the Vietnamese There are still a lot of people concerned about the safety of electronic Page | 32 banking transactions Many people also want to have proofs, full invoices to prove their transactions, not electronic means In addition, with the case that customers of Vietcombank lost money in their ATM card accounts, those who are using E-banking services have started to worry and questioned about security issues and intend to limit the use of electronic banking Some of those who have not used or are considering using this service are starting to hesitate and intend to remain loyal to traditional banking services In addition, the habit of using cash of the Vietnamese has been formed for a long time and is very difficult to change In Vietnam, only 31% of adults have a bank account, only half of the world average of 62%, according to the latest report released by the World Bank Secondly, the cost of building and maintaining the system is huge In order to ensure smooth operation, it is necessary to have a large amount of capital to invest in modern and highly efficient technologies Apart from that, over time there are other costs incurred such as system maintenance costs, system renovation costs, or the cost to afford a completely new system when the old system was no longer available and only provide poor performance Although VietinBank has invested heavily in information and security systems with a number of older systems upgraded and new systems deployed, but with the development of internet and information technology, and the problem of hackers, VietinBank will need a larger investment to ensure the system is always operating efficiently and safely Thirdly, the quality of personnel is also a concern With the application of modern technology, users are required to have equivalent knowledge and skills to process and operate the system to ensure smooth, faultless or interrupted operation However, with the low level of technology in Vietnam, it is difficult to recruit such qualified staff Furthermore, VietinBank’s staff also lack soft skills to serve customers Through communication with customers, bank staff images reflect the image of the bank Therefore, that the poor attitude of VietinBank’s staff has affected VietinBank’s image in the public Page | 33 2.5 Summary: Chapter has provided basic information about VietinBank's history and main activities, products and services provided by VietinBank, and analysis of the development of E-banking services implemented by VietinBank The analysis not only clearly shows the achievements that VietinBank achieved during the deployment and development of E-banking services but also shows the limitations and drawbacks The results of the analysis and evaluation in chapter will be the basis in proposing development orientations and solutions to overcome limitations in developing E-banking services in VietinBank, which will be presented in Chapter Page | 34 CHAPTER SOLUTIONS FOR DEVELOPING ELECTRONIC BANKING AT VIETINBANK 3.1 Solutions for developing the electronic banking service at VietinBank: During the period 2015-2020,VietinBank will develop applications, accelerate the distribution channel to make Mobile Banking become the main channel of the bank in the future; enhance the exploitation of customer information through social networks, expanding the implementation of technology, digitalization at the branch This bank will take advantage of Core functionality to provide product packages, flexible pricing policies, additional investments in cash flow management, supply chain, factoring, debt processing…and ensuring smooth, secure operation of the IT system to meet business requirements VietinBank aims to implement effective security of new information technology system, planning to be the first bank with leading IT systems in Asia This is a prodigious and important task of the system to exploit the maximum technology features, promote cross-selling Based on the orientation of developing E-banking services of VietinBank, below are some possible solutions: 3.1.1 Enhancing product promotion: With the habit of cash consumption and risk reluctant of Vietnamese people, that VietinBank offers solutions for propaganda, publicity and guidance to encourage people access and use E-banking services areimperative Vietinbank should organize seminars and conferences to introduce existing E-banking products, future developments and provide customers with the necessary knowledge about E-banking services in order to raise customer’s awareness, and gradually changing their habit of using cash In addition,the bank should also enhance communication activities through newspapers, television, the internet Especially the method of internet communication is the most effective method Due to the trend of people using social networks today, online communication will help the transmission of information about products and services to a larger number of customers more easily, attracting customers to use the Page | 35 services of the bank, not to mention this method also helps the bank to save a lot of costs Vietinbank should be more active by updating product information, and promotions frequently Popular social network sites like Facebook, Twitter or Youtube will be very useful tools for VietinBank in network communication These web pages bring together people with basic knowledge of technology and enjoy speediness – they could become potential customers in the future Therefore, it can be said that this is the most effective advertising channel with the lowest cost VietinBank has created fan pages on Facebook, but the activities are quite sporadic To achieve high efficiency in communication through social networks, that VietinBank updates news frequently for customers to catch the information more easily and quickly is expedient Also, VietinBank can post interesting, engaging videos about banks or vivid images that describe the type and utility of services to stimulate customer curiosity, thereby attracting new customers and help existing users get acquainted with new services Moreover, VietinBank should organize more promotions with attractive prizes to inspire customers to learn and use E-banking services The Bank can offer promotional prizes exclusively for customers using E-banking services such as discount on total bill value when paying via card, discount service fee for customers who have a large number of transactions to encourage them to use the service more often For new customers, VietinBank can organize a lucky draw to attract them In specific, for each customer who registers an account, they will be given a code to join the draw By this way, customers will be more interested and concerned about the services of VietinBank, as a result, pushing them to learn and use the services 3.1.2 Improve the quality ofproducts and service: 3.1.2.1 Simplify the interface of the website and the use of services: Firstly, VietinBank should focus on improving the Bank's website Because the website is an effective marketing instrument for VietinBank products, so the main website should be designed simple and easy to view with updated information frequently and continuously to help customers quickly catch the information needed in the shortest time Page | 36 In addition, it is important to simplify the manipulation of services Users of E-banking services are always into the convenience and speed of this service Therefore, it is very discommoding to perform many operations each time customers log in or execute a transaction Although the implementation of many operations to confirm the account or each transaction will minimize the risks associated to security, but VietinBank should also research to find better solutions to satisfy the needs of customers, while ensuring the confidentiality of information VietinBank may announce, or send new instructions to customers whenever there is a change in interface, or usage so that customers can familiarize themselves with new changes However, the best solution is that VietinBank tries to maintain the theme and operations for a certain period of time 3.1.2.2 Diversify product categories: The development of categories and utility products of VietinBank has been quite successful with numerous outstanding products bringing more and more convenience to customers However, with the pace of development of public Information technology, competitors can catch up with VietinBank at any time In particular, VietinBank has impressed customers when it came to utility payments to the state budget, VietinBank is the only bank to implement this utility then However, Vietcombank has recently caught up with the pace of development and provided this feature Therefore, VietinBank needs to research continuously to diversify products and services not only to meet the maximum needs of customers but also to raise the bank’s competitiveness 3.1.2.3 Improve the quality of customer service: Many businesses often overlook the importance of customer service This is a huge mistake because customer service is not just important but it is also requisite for any business First and foremost, that VietinBank listens to the opinions and concerns of customers who are concerned, or having difficulties in using the service will help the bank to control and timely deal with negative issues arisen Consequently, the bank will have the perfect direction and appropriate way to develop the services Page | 37 It is important to make it easy for customers to connect to the bank VietinBank can build channels to resolve complaints and inquiries of customers through the fanpage on Facebook, email, VietinBank website or Contact Center Especially with Contact Center service, VietinBank needs to ensure that staffs are online 24 hours a day to receive and answer customer queries or complaints at any time As a result, the bank can manage the problems that arise, receive comments and demands of customers to make adjustments accordingly For VIP customers or loyal customers, VietinBank should also have promotional policies or incentives, particularly for these customers VietinBank can implement accumulated programs for each transactions, customer can receive discounts when their accumulated points are full Also, VietinBank should send gifts or discounts on birthday to encourage customers to maintain long-term cooperation with banks 3.1.3 Enhance personnel quality: At present, customers not only show a lot of concern about the quality of service but also the quality of personnel In order to improve the quality of personnel, VietinBank should call for a staff of enthusiastic, professional and dynamic The Bank may organize specialized training sessions or training courses exclusively for employees in the E-banking service area and shall ensure that all employees have passed the training courses, always updated, add new knowledge and keep up with modern technology Training sessions are demanded to improve the knowledge, skills, and expertise of workers Apart from the professional skills, staff also needs more training on soft skills when serving customers With the money spent to use the service, customers always want to be well-served Therefore, if the two banks are evaluated for quality is equal, then customers will choose the bank has more open, and enthusiastic staffs Moreover, if employee’s attitude cannot satisfy their customers, they will probably try using other bank’s services, leading to a reduction in revenue in Electronic banking services To minimize this risk, VietinBank should have training sessions to train staff on how to serve, and communicate with customers Besides, VietinBank should also use customer survey method to know how a customer rates the staff's service attitude As Page | 38 a result, the bank can deal with the problem in time so as not to significantly affect the business results of the bank To sum, staffs with wide knowledge and superior skills will help the Bank retain existing customers and attract new customers Also, VietinBank should raise the recruitment standard To be able to use the operating system and modern information technologies, employees must have qualifications and certain knowledge in this area to ensure smooth operation of the system with less error With the high quality of education nowadays, pupils from banking universities and technology universities in Vietnam can probably meet the requirements ViettinBank can organize career fairs to attract the interest and involvement of the elite students who are trained at universities specializing in the banking, or technology sector Besides policies on training, VietinBank also needs to have remuneration policies for talents in order to retain good employees serve the Bank in the long-term, and attract potential candidates on the labor market In addition, that the workforce is used suitably is also very important VietinBank should use the right person, right job, and classify job matching capabilities profession of each person to ensure that employees can promote their ability to work in the most efficient way 3.1.4 Advancing security systems and risk management systems: Online transactions always have security risks, it is very necessary for VietinBank to upgrade security systems Although VietinBank has deployed advanced security systems such as firewalls F5, Lumension , but with the rise of the online service theft, VietinBank also had better be cautious The Bank should frequently update and change the new system as well as raise the awareness of customers using the service through regular notifications and alerts via mail, website or fanpage on Facebook Furthermore, most experts also claim that cybercriminals have moved the victim from the user to the banking system The system of hacked banks poses a higher risk as hackers not only obtaining all of customer’s personal information but also the internal information of the bank, causing the risk of information leak and possible financial losses In order to prevent this peril, VietinBank may strengthen the act of regularly examining to prevent access or connection to the system without Page | 39 permission VietinBank should focus on this issue because the construction of safe security technology will create the trust from customers, giving customers the comfort, peace of mind when dealing with banks 3.2 Summary: With the aim to support the growth of E-banking services at VietinBank, this chapter has briefly brought up some main information of VietinBank, and clearly analyzed the current situation of the development of E-banking services at VietinBank As a result, giving suggested solution, including strategies to improve product’s quality, technology, human resources, and security system so as to improve the quality of E-banking services at VietinBank as well as aggrandize the position of VietinBank in the Banking field Page | 40 CONCLUSION In an integrated and competitive economy, the development of E-banking services is an urgent requirement of VietinBank in particular and of the commercial banking system of Vietnam in general The thesis "The current situation of the development of E-banking services at Vietnam Joint Stock Commercial Bank for Industry and Trade" has shed light on the following issues: Firstly, gave the concept of E-banking, characteristics, and types of services of E-banking In addition, the definition of developing E-banking services, the criteria to determine the development of E-banking, and the reason for the development of E-banking services have also been clarified Secondly, analyzed the current situation of the development of E-banking services at VietinBank, realized the achievements that VietinBank has achieved and the remaining constraints As a result, gave the right direction, solution, and recommendations for development of the E-banking services at VietinBank Thirdly, on the basis of the technology development orientation of the Electronic banking service, and the shortcomings in the development of E-banking services at VietinBank, the thesis also offered a number of solutions to solve outstanding problems and develop this service Page | 41 REFERENCES In Vietnamese: [1]Lưu Thanh Thảo (2008) Phát triển dịch vụ Ngân hàng điện tử Ngân hàng thương mại cổ phần Á Châu Luận văn thạc sĩ kinh tế, 80 [2]Phạm Thu Hương (2012) Phát triển dịch vụ ngân hàng điện tử Việt Nam bối cảnh hội nhập kinh tế quốc tế Luận án tiến sĩ kinh tế, [3]Phan Thị Mai Hạnh (2013) Phát triển dịch vụ ngân hàng điện tử ngân hàng TMCP công thương Việt Nam Luận văn thạc sĩ kinh tế In English: [4](2013-2016) Annual Report VietinBank [5]Allen H Lipis et al (1986) Electronic Banking [6]Ing Adriana Chovanová, PhD (2006) Forms of Electronic Banking 22-25 [7]Overview of VietinBank (n.d.) 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