Giải pháp nâng cao chất lượng dịch vụ ngân hàng bán lẻ tại Ngân hàng thương mại cổ phần Sài Gòn Thương Tín Luận văn thạc sĩ

TR TP Tp.H C Minh - 2014 TR TP Tp.H C Minh - 2014 L ng d ch v t c uc v i c ph t qu c thu th p t ngu n g cl li u lu n y ng Th Ng c Di m M CL C Trang ph L L im u Trang T NG QUAN V CH NG D CH V L C I 1.1 D ch v ch v i d ch v 1.2 D ch v 1.2.1 m v d ch v m c a d ch v a d ch v ch v c 1.3 Ch ng d ch v m ch t 12 ng d ch v ng ng ch 12 n ch ch v ng d ch v u th c nghi m v ch 1.5 1.5.1 ut ch n ch 14 17 ng d ch v ng d ch v 20 21 ng d ch v c a Parasuraman 22 1.5.2 23 1.6 24 1.6.1 Kinh nghi m c Citibank 24 1.6.2 Kinh nghi m c mh uh t Nam) 26 1.6.3 cao ch c ng d ch v K T LU i C Ph v 28 29 C TR NG CH L T 2.1 Gi i thi u v NG D CH V I C PH N i C Ph 2.1.1 30 i C Ph 2.1 Ph 30 t qu ho ng c a iC n t 2009-2013 32 2.2 Th c tr ng d ch v t i i C Ph n 34 2.2.1 Nh ng v c ph chung v d ch v t i 34 2.2.2 D ch v t qu kinh doanh d ch v t i 34 i c ph 2.3 ph ng d ch v t t m ic 45 2.3.1 K t qu c v ch ut ng d ch v n ch i c ph 45 ng d ch v t 48 2.3.3 Nh ng h n ch v ch ng d ch v 62 2.3.4 Nh ng r i ro x y s d ng s n ph m d ch v 2.4 Ki K T LU ut i C Ph n ch 63 ng d ch v t i 65 71 NG D CH V I C PH N T n c a m i c ph n 2018 72 n chung c a t m i c ph 72 ng cho d ch v t i t m ic n 2018 72 ph 3.2 Gi t m i c ph 3.2.1 Gi ng d ch v t i 73 v t ch t 73 3.2.2 Gi ng ngu n nh c 75 3.2.3 Gi ng t ch c qu th ng d ch v 76 3.2.4 Gi i C Ph 3.3 Ki n ngh v K T LU u 82 c 83 85 K T LU N CHUNG 86 U THAM KH O PH L C DANH M VI T T T CBNV : CLDV : Ch CSH : Ch s h u DNVVN : Doanh nghi p v a v : ch p nh n th : ng v n ng d ch v KH : LNST : L i nhu n sau thu LNTT : L i nhu NH : NHBL : NHNN : NHTM : PGD : TCTD : TMCP : TP.HCM : TTQT : TTS : c i ch T ch ng i c ph n ph H ct T : : c thu n ul V ng ATM : ROA : Return On Assets: L i nhu n sau thu /T ROE : Return On Equity: L i nhu n sau thu / V n ch s h u Sacombank: nt i c ph ng n DANH M C B NG S LI U Trang B ng 2.1: K t qu m t s ch B ng 2.2 B ng 2.3: S a Sacombank t 2009-2013 32 ng NHBL c ng th n 2009-2013 36 a Sacombank t 2009-2013 40 B ng 2.4: Doanh s TTQT m ng NHBL c a Sacombank t 2009-2013 42 B ng 2.5: M t s ch a Sacombank t 2009-2013 45 B ng 2.6: S a Sacombank t 2009-2013 50 B ng 2.7: Gi tu 2013 52 B ng 2.8 i m u th B ng 2.9 B ng 2.10: H s C 66 a5y ut n CLDV NHBL 66 s nh t 67 DANH M C BI Trang Bi 2.1: Bi 2.2 a Sacombank 2009-2013 36 cho vay d ch v NHBL c a Sacombank 2009 2013 38 L IM U Hi Vi c 90 tri c s ng c i c c i thi c uc ng ti i, m V nm ng n n t ng v ng ch c, tinh th n m l ng ng s c n ph m d ch v t nh ng kim ch nam t o d ng l i th c nh tranh c a ng k ho ch nh t nh nghi p v nghi p, ti n nh at n v n ph p v i nhu c ct ng, t ph 2020 tr u Vi ng h th ng d ch v Vi c, t t nh t v m t ch t hi u qu kinh t ng d ch v ng h i nh p kinh t qu c t , m r ng th t i th c tr ng ch ng d ch v c a Sacombank s minh ch ng cho nh ng d ch v i th i gian t i nh m t c ng d ch v n t u m i c ph 2 M u H th t v ch ng d ch v c m i c tr ng ch t ng d ch v m i c ph y ut ng d n ch ki ng d ch v xu t gi t t ng d ch v t m i c ph u uc N ng d ch v t i m i c ph u ch th ng d ch v m i c ph c li u ph c v c thu th p t 2009 - 2013 Th i gian th c hi n kh d ch v ut c ti t 4/2014 n ch ng 7/2014 u ng h li s li u th c p t m i c ph ng: v n d i quy b ki v t ng b ki y ut ng d ch m i c ph c thu th p t kh c a n ch li u d ng d ch v i c ph NG C M Reliability Statistics Cronbach's Alpha N of Items ,702 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Deleted Deleted Correlation Item Deleted DC1 11,10 4,085 ,468 ,650 DC2 11,11 4,093 ,563 ,594 DC3 10,98 3,837 ,568 ,585 DC4 10,90 4,537 ,361 ,713 Ph l EFA KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy ,873 Bartlett's Test of Sphericity Approx Chi-Square 5,425E3 df 231 Sig ,000 b Model Summary Std Error of the Model R ,755 R Square a Adjusted R Square Estimate Durbin-Watson ,570 ,564 1,616 a Predictors: TC, DC, PT, DU b Dependent Variable: HL 1,03123 Alpha if Total Variance Explained Rotation Sums of Squared Compon Initial Eigenvalues Extraction Sums of Squared Loadings Loadings ent Total % of Variance Cumulative % Total % of Variance Cumulative % Total 9,666 43,938 43,938 9,666 43,938 43,938 5,817 2,292 10,419 54,357 2,292 10,419 54,357 6,402 1,617 7,349 61,706 1,617 7,349 61,706 5,767 1,187 5,394 67,099 1,187 5,394 67,099 4,798 ,969 4,403 71,502 ,919 4,176 75,678 ,734 3,337 79,015 ,707 3,212 82,227 ,655 2,977 85,204 10 ,583 2,649 87,853 11 ,454 2,064 89,917 12 ,388 1,763 91,680 13 ,329 1,496 93,176 14 ,285 1,296 94,471 15 ,240 1,093 95,564 16 ,222 1,011 96,575 17 ,187 ,849 97,425 18 ,170 ,770 98,195 19 ,122 ,556 98,751 20 ,112 ,509 99,259 21 ,093 ,421 99,681 22 ,070 ,319 a 100,000 Extraction Method: Principal Component Analysis a When components are correlated, sums of squared loadings cannot be added to obtain a total variance Pattern Matrix a Component TC1 ,760 TC4 ,658 TC3 ,600 TC2 ,544 DU1 -,772 DU2 -,917 DU3 -,854 DU4 -,724 PT1 ,683 PT2 ,743 PT3 ,858 PT4 ,836 PT5 ,779 PT6 ,766 NL1 NL2 NL3 NL4 ,606 DC1 ,655 DC2 ,799 DC3 ,757 DC4 a Rotation converged in 18 iterations Structure Matrix Component TC1 ,735 -,559 TC2 ,819 -,669 TC3 ,860 -,553 TC4 ,735 ,611 DU1 -,838 DU2 -,884 DU3 -,903 DU4 -,834 PT1 ,684 PT2 ,766 PT3 ,784 PT4 ,867 PT5 ,854 PT6 ,861 NL1 ,715 ,575 -,609 ,535 NL2 ,578 ,584 ,608 NL3 ,625 ,511 ,526 NL4 ,624 DC1 ,732 DC2 ,778 DC3 ,775 DC4 ,502 Component Correlation Matrix Component 1,000 ,336 -,350 ,375 ,336 1,000 -,331 ,355 -,350 -,331 1,000 -,287 ,375 ,355 -,287 1,000 b ANOVA Model Mean Square F Sig Regression 434,765 108,691 102,208 ,000 Residual 328,601 309 1,063 Total Sum of Squares df 763,366 313 a a Predictors: (Constant), DU, PT, TC, DC b Dependent Variable: HL Coefficients a Standardized Unstandardized Coefficients Coefficients B Std Error Beta (Constant) 1,903 ,075 TC 1,297 ,090 PT ,821 DC DU Model t Sig 25,392 ,000 ,561 14,453 ,000 ,092 ,339 8,953 ,000 ,811 ,087 ,363 9,327 ,000 ,795 ,088 ,343 9,068 ,000 a Dependent Variable: HL Ph l c 4: M u phi M U PHI i kh I KH PHI ! cc i h c Kinh t Minh Hi u v ch l c H ng d ch v i c ph R t mong i gian th i gian s m nh il c ac Ph H ): Gi tu i: 18-22 tu i 23-35 tu i 36-55 tu i i Ngh nghi p: N i tr /hi T kinh doanh Xin cho bi Sacombank d ng nh ng d ch v D ch v ti n g i, ti t ki m D ch v ng (vay v n, b n ti n, thu chi h DV Th n t (phone banking, internet bank) Giao d it c t , chuy n ti n du h c th c hi ch n ng c ti p th c hi n giao d ch Giao d ch qua h th Giao d ch qua Fax Giao d ch qua Phone Banking Giao d ch qua Internet Banking d ng d ch v 1- ch v g i b t c a Sacombank so v Trang thi t b S n ph m d ch v Bi th i t cv Ph n, nhi NG D CH V tm bi u sau v ch gian qua, b ng d ch v u X ho c iv acombank th i i S T T CH ch r ng kh p, thu n ti n th ng ATM hi s d ng S n ph m d ch v ng, p M u bi nh hi u; th t c giao d n, th i gian giao d t b hi v t ch (gh ch cu m qu n ph m b t m t, h p d n cg ch s ng pv t t r t l ch thi n, cv ng d n gi i quy t th un i s 10 t t nh c th c hi n giao d ch 11 12 13 c v b ng v i t t c n nhi n r 14 15 16 cv om 19 ch c ch v t i th i cam k t 17 ho t, m giao d ch h 18 ng ng NG D CH V t c ch nl ic t ng marketing hi u ng qu , i ti n 20 y 21 n nhu c uc 22 23 ch ng d ch v Sacombank ng d n th t c hi u i c a Ph ng n i ti n ph m d ch v cung c ng t Ph l c 5: ng r i ro s d ng th m thi u nh ng thi t h t x hi i ro i, h th ng a, qu tham gia ho ng th h tr , h th th V DSS nghi p v uv b om n PCI- - Th c hi uc m v ch c th qu c t - ng c c hi to p nh a m i NH m b o , h n ch ch p nh n p l , th gi - m tra nh ns kinh doanh, doanh thu b u hi u vi ph m c a t - Th c hi v th t ol i r i ro cao, ng h , c a c bi ng nh m t i c a b n t i ph n tho nt - p nh nc - S d ng ATM v gian l n skimming ho - The li u v gian l c xung quanh ATM c th n tb ng l i c d th ng c -C tb l v b om d ng ATM Skimming c th s m nh n d tb l cg n nm tl nb ng so v giao ngh l hay ngh cu i tu n) ng h - C p nh n ch i c a b n t i ph m c gian l n i ro c ch c th qu c t u bi t cho ch th cg ng th n ng d n an ninh giao u bi t c v ph n ch y u c d t b gi g box) ng c c th c bi iv - Trang b camera t i - iv nh v c s a ch a t m th i ng, ph i kh c ph c s c thu t c m - Ch th mb nh h ng h p sau: a ch n tho i c cung c cg ih - Ch th tr c ti p v i ch th ph - th cung c n t i, ho -M ts t T - Th c hi d ch (giao d p nh n m t, giao d ch key-in, giao d a th , g n th gi : Ki m tra c n th m tra s BIN c a NHPH nv - Ki m tra CMT/H chi u c a ch th n m t, giao d ch t - c ch th iv c a ch th th c hi n giao d ch v n ch th /th /giao d - Tuy th ba d ch v i v i t ng lo i , ch th ho c giao d ch th c hi u t an ch - n hoa h ng t u c u c a ch th th c hi n chuy n ti ng u hi u b t - Ch ho ng b ng ho tr ph i h p t k d u hi u nghi ng v ch th ho c giao d ch th Ch th - u th c ct b nt lo i thi t b l - ch th m -C ch v c qu t qua m t thi t p nh n th t hb c hi n giao d ch nm u th n tr ng truy c uh nh b l id c a th t website l uc g p d li u th n tr t l s CVV2/CVC2/CAV2 cho b t k th c hi n giao d ch qua m ng (3 ch s nh nh d i ch i d i t ) - d ng d ch v bi c th c hi n t s th c g nt im ng ng giao d ng s tb l u th y b m thu n ti he ch i qua l i, nh t kh nh s m t kh m t sau tb nt - i ro th m c th ho - Khi nh p m t kh g v i nh i xung quanh ATM - b i n tho i ho c s mb ng, kho i t i - d ng d ch v SMS Banking (n n qua tin nh n nh ng giao d ch nghi ng - nh s ch B k p th n cho nh ng ngu i m t kh n nh ng d u hi u giao d ch kh nghi n ki - Khi giao d nu t th c s v h p kh n c p nu t th b k - m tra k c nh ng n ng c a th (xem th nu t h c tr t giao d ch, nh l y l i th c ng ab -N um b n m t t p trung t y th c a b nv ih i l th c hi ch v i ATM - n ATM b c hi n th t vi c i i Ph l c 6: C i ti n s n ph m d ch v NHBL Hi n Sacombank m n giao d ng n ph Combo 1: Th n + d ch v nh Combo 2: Th n tho i n + d ch v nh n tho i + internet banking Combo 3: Th m ki m ti n g Combo 4: Th ng + Combo 5: Th ng ng + th ng) Nh n ph d gi t u i v i s n ph m ti n g i ti t ki m: y t ch th n p ti ti t ki m thay cho ch s vi c b ng h p ch s ti t ki y y quy cn u n p ti th ng s ti t ki s hi n h i c th c hi n s ti t ki m tr nh n ng h p ngo i l c v vi c h y b s n ph m ti t ki ch s ti t ki ph t hi u l ng g c hi n t ng d n ng h bi t c c n thi qua nhi u k m hi u l c c a s n gi i quy ng t cho nh n n NH u n i KH m giao d vi n ch h tr c KH i v i s n ph m ti n vay: Khi ti theo n ph p th ATM, g i ti t ki nghi p th ng, s d ng d ch v i v n ph ct ,l ti p th tl t i NH t ... 1.6.1 Kinh nghi m c Citibank 24 1.6.2 Kinh nghi m c mh uh t Nam) 26 1.6.3 cao ch c ng d ch v K T LU i C Ph v 28 29 C TR NG CH L T 2.1 Gi i thi u v NG... ch v th n v i ng d th ng t gi nd h t ng v 1.2.4.4 D ch v ng nghi p v mang l i t su t l i nhu n cao ng bao g y nhi m thu, y nhi u, l ch v c hi chuy n kho n qua m t , n t n i b h th th n kho D... m nh c nh tranh c p d ch v ng th nh ng m t c ph m d ch v t t k t tinh s n a s n ph m d ch v ng cao s a nhi v c p th p S y, s n ph m d ch v t tr i s n ph m d ch n li n v i vi t tr i h u a s n