Improving e banking service quality at VIB HAI BA TRUNG BRANCH

ACKNOWLEDGEMENTS It is an honor to thank a large number of individuals who contributed directly or indirectly their encouragement and assistance in the preparation and completion of this research First and foremost, I express my appreciation to my university supervisor, Ass Prof Dr Bui Duc Tho, National Economics University This research would not have been possible without his enthusiastic guidance and invaluable advice I am so thankful to my internship guide, Mr Nguyen Xuan Thanh and number of staff at VIB - Hai Ba Trung Branch for their support and co-operation The customers of the Transaction who provided me valuable data for helping me out the survey Finally, I sincerely thank to Center for Advanced Educational Programs where has raised my passion in field of Banking and Finance, giving me an opportunity to practice my knowledge at real workplace i STATUTORY DECLARATION I herewith formally declare that I myself have written the submitted Barchelor’s Thesis independently I did not use any outside support except for the quoted literature an other sources mentioned at the end of this paper Hanoi, 03/06/ 2016 Signature ii TABLE OF CONTENTS ABBREVIATION V LIST OF FIGURES VI LIST OF TABLE VIII CHAPTER I: INTRODUCTION 1.1.Rationale 1.2.Research objective 1.3 Research methodology 1.4 Research structure .2 .2 CHAPTER II: THEORETICAL FRAMEWORK OF E-BANKING SERVICE QUALITY IN COMMERCIAL BANKS 2.1 Overview of E-Banking Service 2.1.1 Definition of E-commerce and E-Banking service 2.1.2 Importance of E-banking service 2.1.3 Evolution of E-banking services 2.1.4 Three levels of E-banking service 2.1.5 Categories of E-banking service 2.1.6 Delivery channels of E-Banking service 2.1.7 Risks of e-banking 2.2 E-Banking service quality .10 2.2.1 Definition of E-Banking service quality 10 2.2.2 Criteria to measure E-Banking service quality 11 2.2.3 Conditions to ensure E-Banking service quality of commercial banks .13 2.2.3.1 Subjective condition 13 2.2.3.2 Objective conditions 14 CHAPTER III: ANALYSIS OF E-BANKING SERVICE QUALITY AT VIB BANK HAI BA TRUNG BRANCH .14 3.1 Overview of VIB 14 3.2 Overview of VIB Hai Ba Trung Branch 15 3.2.2 Business result of VIB Hai Ba Trung Branch from 2010 to 2014 16 3.2.2.1 Financial Result 16 iii 3.2.2.2 Product and service development 23 3.3 Current situation of E-banking service quality at VIB Hai Ba Trung Branch 25 3.3.1 Overview of the survey 25 29 3.3.2 Analyzing criteria influencing E-Banking service quality at VIB Hai Ba Trung Branch .30 3.3.2.1Customer satisfaction 31 3.3.3 Comparisons of E-banking services among commercial banks 33 CHAPTER IV: RECOMMENDATIONS FOR IMPROVING E-BANKING SERVICE QUALITY AT VIB HAI BA TRUNG BRANCH 38 4.1 Recommendations to VIB Hai Ba Trung Branch 38 4.2 Recommendations to VIB Head Office 39 4.3 Recommendations to State Bank of Vietnam 41 CONCLUSION .43 iv ABBREVIATION VIB: Vietnam International Commercial Joint Stock Bank v LIST OF FIGURES ABBREVIATION V LIST OF FIGURES VI LIST OF TABLE VIII CHAPTER I: INTRODUCTION 1.1.Rationale 1.2.Research objective 1.3 Research methodology 1.4 Research structure .2 .2 CHAPTER II: THEORETICAL FRAMEWORK OF E-BANKING SERVICE QUALITY IN COMMERCIAL BANKS 2.1 Overview of E-Banking Service 2.1.1 Definition of E-commerce and E-Banking service 2.1.2 Importance of E-banking service 2.1.3 Evolution of E-banking services 2.1.4 Three levels of E-banking service 2.1.5 Categories of E-banking service 2.1.6 Delivery channels of E-Banking service 2.1.7 Risks of e-banking 2.2 E-Banking service quality .10 2.2.1 Definition of E-Banking service quality 10 2.2.2 Criteria to measure E-Banking service quality 11 2.2.3 Conditions to ensure E-Banking service quality of commercial banks .13 2.2.3.1 Subjective condition 13 2.2.3.2 Objective conditions 14 CHAPTER III: ANALYSIS OF E-BANKING SERVICE QUALITY AT VIB BANK HAI BA TRUNG BRANCH .14 3.1 Overview of VIB 14 3.2 Overview of VIB Hai Ba Trung Branch 15 3.2.2 Business result of VIB Hai Ba Trung Branch from 2010 to 2014 16 3.2.2.1 Financial Result 16 a, Growth in total assets 16 vi b, Growth in profit before tax 17 c, Growth in capital mobilization 18 d, Revenue and Profit from E-Banking 20 3.2.2.2 Product and service development 23 3.3 Current situation of E-banking service quality at VIB Hai Ba Trung Branch 25 3.3.1 Overview of the survey 25 29 3.3.2 Analyzing criteria influencing E-Banking service quality at VIB Hai Ba Trung Branch .30 3.3.2.1Customer satisfaction 31 3.3.3 Comparisons of E-banking services among commercial banks 33 CHAPTER IV: RECOMMENDATIONS FOR IMPROVING E-BANKING SERVICE QUALITY AT VIB HAI BA TRUNG BRANCH 38 4.1 Recommendations to VIB Hai Ba Trung Branch 38 4.2 Recommendations to VIB Head Office 39 4.3 Recommendations to State Bank of Vietnam 41 CONCLUSION .43 vii LIST OF TABLE ABBREVIATION V LIST OF FIGURES VI LIST OF TABLE VIII CHAPTER I: INTRODUCTION 1.1.Rationale 1.2.Research objective 1.3 Research methodology 1.4 Research structure .2 .2 CHAPTER II: THEORETICAL FRAMEWORK OF E-BANKING SERVICE QUALITY IN COMMERCIAL BANKS 2.1 Overview of E-Banking Service 2.1.1 Definition of E-commerce and E-Banking service 2.1.2 Importance of E-banking service 2.1.3 Evolution of E-banking services 2.1.4 Three levels of E-banking service 2.1.5 Categories of E-banking service 2.1.6 Delivery channels of E-Banking service 2.1.7 Risks of e-banking 2.2 E-Banking service quality .10 2.2.1 Definition of E-Banking service quality 10 2.2.2 Criteria to measure E-Banking service quality 11 2.2.3 Conditions to ensure E-Banking service quality of commercial banks .13 2.2.3.1 Subjective condition 13 2.2.3.2 Objective conditions 14 CHAPTER III: ANALYSIS OF E-BANKING SERVICE QUALITY AT VIB BANK HAI BA TRUNG BRANCH .14 3.1 Overview of VIB 14 3.2 Overview of VIB Hai Ba Trung Branch 15 3.2.2 Business result of VIB Hai Ba Trung Branch from 2010 to 2014 16 3.2.2.1 Financial Result 16 a, Growth in total assets 16 viii b, Growth in profit before tax 17 c, Growth in capital mobilization 18 d, Revenue and Profit from E-Banking 20 3.2.2.2 Product and service development 23 3.3 Current situation of E-banking service quality at VIB Hai Ba Trung Branch 25 3.3.1 Overview of the survey 25 29 3.3.2 Analyzing criteria influencing E-Banking service quality at VIB Hai Ba Trung Branch .30 3.3.2.1Customer satisfaction 31 3.3.3 Comparisons of E-banking services among commercial banks 33 CHAPTER IV: RECOMMENDATIONS FOR IMPROVING E-BANKING SERVICE QUALITY AT VIB HAI BA TRUNG BRANCH 38 4.1 Recommendations to VIB Hai Ba Trung Branch 38 4.2 Recommendations to VIB Head Office 39 4.3 Recommendations to State Bank of Vietnam 41 CONCLUSION .43 ix CHAPTER I: INTRODUCTION 1.1 Rationale With the development of science and innovation, data innovation division has especially impacted all parts of life that change recognition and creation strategies for different fields of business, different monetary areas , including the managing an account segment The idea of electronic saving money , web exchanging , online installments , have begun to wind up the pattern of advancement and intensity of business banks in Vietnam Creating bank benefits in light of data innovation – Electronic Banking - is the inescapable pattern in the time of monetary coordination Today, web saving money has gotten a development the world and Vietnam keeping money area is not a special case Along these lines, to survive and develop, Vietnam International Commercial Joint Stock Bank (VIB) takes a stab at satisfying their conventional business, as well as spotlights on creating E-banking an account application to meet with market prerequisites and upgrade its upper hands among other business banks Notwithstanding, the bank still demonstrates that there are troubles and restrictions Discovering measure to enhance its administration capability is by all accounts a pressing usage Because of above reasons, I chose to complete a study looking into the issue of VIB Hai Ba Trung Branch-one of driving branches in Vietnam in the zone of data innovation application and particularly in the improvement of e-managing an account benefits with topic “ Improving E-banking service quality at VIB HAI BA TRUNG BRANCH” for my graduation thesis 1.2 Research objective Banks have invested heavily in introducing and making Internet Banking service, with the objective of improving customer satisfaction and loyalty, ultimately the contributing positively income and profits This study’s purpose was to explore customer’s perceptions on key electronic service dimensions or factors of Internet Banking service quality The survey was done with a primary objective of having an insight into Internet banking service quality The important role because its propagate characteristic, which is evaluated through feedback presented 22% of new customers said they are introduced from family, friends and colleagues Figure 3.13: How customer know the Transaction’s service It can be said that the combination of Telecommunication operations and VIB helps to save costs for customers, implementation costs Account balance inquiry, bill payment, interest rate updating information for E-banking users is free, and funds transfer fees are fixed cost If all of these costs are supported to be free in near future will surely attract many more users Figure 3.14: Purpose of using applications 29 3.3.2 Analyzing criteria influencing E-Banking service quality at VIB Hai Ba Trung Branch Figure 3.15: Measure Customer Satisfaction at VIB-Hai Ba TrungBranch Evaluation on Customer Satisfaction at VIB Hai Ba Trung Branch Statistics of E-banking service quality evaluation indicates that there is no "Very dissatisfied" respondent from customers Nevertheless, above mentioned issue related to technical problems caused many complaints from customers about technical faults caused denial customer's ATM card, or shortage reserve of money in ATM machines, especially in urgent time like Tet Holiday Overall, the chart above depicts that each items: qualified procedure and process; customer service; assurance; time of response and product diversification is evaluated “Satisfied” by almost customers, so most of clients are sympathetic with the Branch and willing to share positive reviews to everyone else, and business partners if the Branch continues to maintain and further improve services Besides, many customers (68%) not have 30 information on this service Even, up to 33% of users prefer working at bank due to problems related to Internet security Take “Heartbleed” phenomenon as an example, even though all banks in Vietnam confirm that they are totally immune to this virus, this still leaves negative effects on users’ psychology somehow 3.3.2.1Customer satisfaction • Qualified procedure and process: The Branch now provides two choices for registration of E-Banking service, which are online, and in-person In fact, there are nearly 70% clients prefer to register in person at the Transaction In this term, the Branch pledges to handle procedure and process within days that seem to be similar as branches of other banks Therefore, most of the customer satisfied for this criteria ( 38%) , and about 18% of customer very satisfied with this criteria • Customer service: Because customer service has been recognized as a vital element for enhancing service quality in online shopping and banking The Branch is truly mainly focus on the customer service The graph shows that, 23% customer very satisfied, which is highest over all other factors, 51% very satisfied, which also highest compare to other factors • Assurance or Security: This factor plays a very important role to ensure the e-banking system working well There are a lot of reason such as hackers, lack of awareness of the anti virus system In fact, 45% satisfied and 17% very satisfied are the great amount of customer who thinks this part of the service is pretty completes We can easily take it not too important and consume much time and money to improve • Time of Response: From website of bank, they provided form for customer take registration and detailed guidelines with phone number to be supported (Customer care 24/7, telephone switchboards 18008180) Accordingly, every customer’s complaints are committed to be responded within working days However, in fact, there are still complains about this category It’s said that it spend long times to be able to contact with the Customer Care Because it concludes too many steps to talk in person Additionally, the registration might interrupt because of the e-services system, which causes customer’s dissatisfied 31 As a result, there are still nearly 10% dissatisfied and 22% neither satisfied nor dissatisfied with time of response This is the issue , not only the branch but also the head office’s job, to improve • Product diversification: there are four main products out of seven developed by The Branch that included Internet Banking, SMS Banking, Mobile Banking and Phone Banking VIB-Money and VIB-eTour are running already, meanwhile VIB-Topup is expected to be available at the end of 2014 Additionally, equipment such as ATM has been developed up to nearly 2000 machines in order to support E-banking services However, some technical incidents like temporary breakdown or out of money or power outages those make users have to deal with inconvenience According to the graph, most of the customers (35% satisfied and 15% very satisfied) satisfied with this part of satisfaction Somehow, there are still 18% customer did not meet the expectation with the diversification The reason is that comparing to rivals, we provide less product line It can make customers loose interest in using our service • Number of errors or mistakes: As mentioned above, there are still several issues related to technical problems, which are technical faults caused denial customer’s card, shortage reserve of money in ATM machine Therefore, it’s not only the branch but also the head office responsibility to reduce this issue However, overall, the graph indicates that most of the customer (44% satisfied, 8% very satisfied ) are agree that the numbers of errors are acceptable 3.3.2.2 Analysis on conditions ensuring E-Banking service quality Figure 3.11: Purpose of using applications With the continuous improvements in building quality of banking services, VIBHai Ba Trung Branch has built trust and meet the expectations from customers, besides also constantly overcome and improve the most effective solutions to solve limitations exist in whole banking sector, then to become more complete in the modern banking system Infrastructure Generally, each bankcard is utilized just to the degree installment arrangement of that bank which can't be utilized as a part of other managing an 32 account frameworks because of various framework structure in innovation among banks In particular, the hardware and advances are introduced secretly for every bank that is good with specific speculation system and installment arrangement of that bank Thus, card installment ability is still constrained in a specific framework, so once in a while clients still need to utilize trade to pay out a few cases In extra, in Vietnam the information transfers base is developing and still remains confinements and once in a while causes the over-burden transmission lines that effect on the operation of the electronic-managing an account framework Around then, clients may confront superfluous inconvenience since exchanges are done midway In 2015, the quantity of ATM corners are moved up to almost 4000, number of installment card (Visa, Master), check card (Visa, Master), ATM card and Smart card, and so forth.) likewise grow yet all specified inconveniences are additionally anticipated that would be understood as quickly as time permits 3.3.3 Comparisons of E-banking services among commercial banks Recently, VIB, Vietinbank, ACB and Techcombank seem to be the banks that develop the Electronic banking system widely, meanwhile other's such as Saigon Commercial Bank, BIDV or Sacombank are continuing improve this stage Internet banking Internet banking service of VIB (VIB-iB@nking) is constructed to achieve the commitments by using a computer set up Internet connection and access through code from bank, thereby, customers could carry out their transactions via internet securely and safely anywhere, at anytime Table 3.5: Comparison among banks in Internet banking features Function VIB Techcombank ACB Account information and account x x x 33 Vietin Bank x balance inquiry Account statement inquiry Credit and debit cards statement inquiry Non-restricted numbers of transaction per day Making billing payment to VIB partners (such as telecommunication, tourism, and airlines ) Transfer funds in system Transfer funds among banks Banking inquiry: the exchange rate, interest, location ATM / POS Register online card Register online loan x x x x x x x x x x x x x x x x x x x x x x Source: Public information on Website of VIB, Techcombank, ACB, and Vietin Bank updated to May 15, 2014 Internet Banking is the first electronic-banking service created in VIB which is also the most commonly used services in the branch as well as in VIB.The cooperation between VIB and many partners and large corporations from variety of industries such as Vietnam Airlines, EVN, the Nguyen Tat Thanh University, Open University in Ho Chi Minh City made up more utilities for the client classes Specifically, this is the priority exchange channel when clients look for necessities of cash, payments, and savings or execute other financial transactions Considerably, VIB is the bank owned the strongest competitive advantage when it is the only one offers unlimited transaction per day compared to others Moreover, the online-method for register card as well as making loan is expected to complete soon in October 2014 Mobile-banking VIB – Mobile BankPlus of VIB provided for customers of VIB Hai Ba Trung Branch a safe system in order to conduct financial transactions quickly through a mobile phone applying Viettel sim-card Accordingly, all individual 34 customers whom have deposit account at VIB Hai Ba Trung Branch also using Viettelecom service Table 3.6 Comparison among banks in Mobile-banking service Function Account information and account balance inquiry Listen to the latest transactions Listen to information on interest rates, exchange rates and stock prices Receive message when the account balance changes Paying bills (electricity, water, telephone ) Transfer funds online Receive notification message of securities transaction results Card registration online Register mortgage loans Online payment Open and lock account VIB Techcombank ACB Vietin Bank x x x x x x x x x x x x x x x x x x x x x x Source: Public information on Website of VIB, Techcombank, ACB, and Vietin Bank updated to May 15, 2014 Mobile-Banking is evaluated to be the fastest developed service since established in 2009 Based on the consistent cooperation with Viettel Corporation, VIB have closer and spacious connection with mobile user as potential customers Besides, BankPlus also attracted huge number of customers (approximately million people) to use because of its completed applications SMS banking VIB - SMS B@nking: This is a service support customers carry out their transaction with VIB Hai Ba Trung Branch whenever they need by texting a 35 message to switchboard "8170" Table 3.7 Comparison among banks in SMS banking service Function Vietin VIB Account information and account balance inquiry Techcombank ACB x x x x x x x x x x Bank Banking inquiry: the exchange rate, interest, location ATM / POS Paying bills (electricity charges, water, telephone, Internet ) x Transfer funds online x Free installation guide Inform new products x and promotions x x x x Source: Public information on Website of VIB, Techcombank, ACB, and Vietin Bank updated to May 15, 2014 Due to the extensive cooperation of many telecommunications networks, VIB SMS-banking service could perform efficiently Meanwhile, other banks cannot afford to expand the telephone network that implement smaller number of applications Each operator has their own technology infrastructure and only interact with certain application, so that once banks limit their choices, they limit their features of products Phone-banking VIB Hai Ba Trung BranchPhone Banking Service (VIB PhoneB@nking) is a method performed via telephone The customers are able to carry out their banking transactions on phone channel 24/7 at VIB 36 Hai Ba Trung BranchContact Center Table 3.8 Comparison among banks in Phone-banking service Vietin Function VIB Techcombank ACB Account information and account x x x x x x x x Bank balance inquiry Listen to information on interest rates, exchange rates and stock prices Listen to the latest transactions x Request x list of transactions, x x savings and interest exchange rate Request to fax of security x transactions Source: Public information on Website of VIB, Techcombank, ACB, and Vietin Bank updated to May 15, 2014 In summarize, VIB provided the branch implements diversified services for their customer included VIB-Money, VIB-eTour, VIB-eTopup and Electronicbanking services effectively However, the existence of limitations in those services that need to be overcome and handle to complete processing as well as complete expectation from customers table 37 Chapter IV: RECOMMENDATIONS FOR IMPROVING E-BANKING SERVICE QUALITY AT VIB Hai Ba Trung Branch 4.1 Recommendations to VIB Hai Ba Trung Branch Natures of service are set out as a competitive advantage and comparative advantage of each bank Therefore, the center of investment for the nature of services to meet the needs of customers likewise need to be implementing the Bank's electronic banking services top concern To advance the quality of customer service, notwithstanding the quality assurance of technology, item diversification, trained professional staff, qualified professional knowledge and abilities better, the Branch likewise needs to building a standard customer's approach The accompanying recommendations suggested on base of customer doing the survey • Reducing time of response Data in Figure 3.12 demonstrate that just a half of customers felt satisfied with responses of the Branch's staff Currently, just telephone board is active, yet others channels like emails and online Q&A has not been cared enough Even, online Q&A section on authority website is inactive, and therefore, it might bring inconvenience for new customers who intend to attempt E-banking yet can't discover available data on the Internet It is recommended that the Transaction ought to establish their own particular Customer Care Department to tackle users 'questions, for example, procedure, security's stress, or presentation of new items and services • Marketing strategy For E-banking services, the bank has taken the advertising and marketing strategies on television, internet advertising, online web pages which pull in widely newspapers readers 38 As per a recent survey of the Branch, customers utilizing e-banking through internet advertising accounted for 39%, that of television viewer was 17% and 10% by means of newspaper readers and flyers for 34 % However, recently, advertising and marketing strategies seems to be forgotten the Branch has stopped their advancement for quite a while; meanwhile, their opponents continue to offer new advancement battle to pull in customers Take Sacombank as an example, they provides free maintenance for 1-year E-banking service for register new account Everyday, they offer freely 50,000 dong for the initial 100 customers activate and perform one financial exchange every day Therefore, the Branch ought to likewise develop more advancement with attractive prizes to encourage customers to learn and use electronic banking services Some are suggested; for example, giving shopping vouchers, rebate cards for VIP customers or faithful customers 4.2 Recommendations to VIB Head Office • Diversifying new products and service In order to keep up faithful customers and pull in potential customers, the Branch ought to first complete their obtainable items and services Next, to create a aggressive advantage in the field of E-banking, the bank ought to deliver more uses of electronic banking items and develop new items to meet the increasing demands of customers Base on the correlation of E-banking services among commercial banks, it is clear that SMS Banking: notwithstanding checking account balances, view exchanges, the bank ought to include the accompanying application - Inform new items and promotions Phone-banking service: This service confines some features in compared with their opponents, hence, in order to be more competitive, the bank ought to complete the accompanying 39 - Register mortgage advances • Promotion and marketing strategy Promoting via social media channels For customers who have not used banking items, or who don't have time to participate in seminars, conferences, and the media is additionally a channel to promote items to people in general is very effective • Developing human resource In the context of today's modern economy, human knowledge has become national resource and therefore all countries are concentrating on preparing to improve the nature of HR However, to get high-qualified staff limit and keep away from "brain drain", it requires bank must have policies and adequate remuneration Besides internal instructional classes, VIB additionally need to send employees and employers to extra courses to learn from the experiences of associations To be specific, sending staff to internships in foreign banks in order to learn modern banking model, new technology updates, creating competitiveness for the bank Then again, employees ought to likewise be trained soft skill, for example, customer relational abilities, problem solving abilities, negotiation abilities to better customer service Professional staff will help banks retain steadfast customers and draw in more potential ones At last, VIB likewise need to examine staff's knowledge related to the field of electronic banking and afterward honor for deserving employees who have high results in the yearly examinations This is an open door for staff to review and exchange knowledge and bank additionally has a chance to detect potential employees • Technology infrastructure Building a healthy technology infrastructure assumes a very imperative 40 role in running E-banking movement To be specific, VIB ought to cooperate with telecommunication operators to improve the nature of Internet connection because Internet is the need element ensuring the fluency of Ebanking exchange As recommended by users, VIB ought to improve the nature of supporting equipment of E-banking, ATM corners by introducing more stalls, fixed technical problems and especially, supply money ceaselessly for corner to meet user's need 4.3 Recommendations to State Bank of Vietnam State Bank is the agency directly responsible for all operations of banking sectors , therefore , all guideline of SBV assume an imperative role in the development of E-banking services in Vietnam SBV ought to have their own particular round direction of receiving legislation in pragmatic activities SBV ought to regularly organize seminars, thematic instructional classes in the implementation of electronic banking services, and there is likewise an open door for neighborhood banks exchange experience with each others Simultaneously, SBV ought to create opportunities for the neighborhood banks to cooperate with foreign banks to learn new experience Moreover, enabling staff to overseas banks, learning experiences of countries that have succeeded in Ebanking services SBV ought to proactively react to issues related to Internet security Take the worldwide "Heartbleed" phenomenon in April 2014 as an example, it stole customer's private data and created unwanted anxiety for Internet users This vulnerability was especially dangerous for the bank's activities on the Internet Even however SBV confirmed that banks are absolutely immune to this infection, despite everything this left negative effects on users' brain research somehow Developing infrastructure of data technology and Internet in order to create conditions for the entire populace can use online services What's more, building 41 solid correspondence infrastructure with rapid, not blocked circuit, and appropriate charges At last, SBV ought to be responsible for supervising and examining the process of implementing e-banking It is imperative to have a united technology stage among banks, increasing interbank activities, with the goal that banks can accept card payment system from each others 42 CONCLUSION The development of electronic banking services is the inevitable trend of the commercial banks in Vietnam in the process of integration and development Therefore, implementing this type of service in the commercial banks in Vietnam has become more well known Currently, the bank has a considerable measure of capital investment and technology to be able to offer an e banking services to increase their competitiveness compared with other banks, for example, Techcombank , Vietinbank , BIDV , Bank of East Asia ,especially the interest of banks with 100% foreign capital as HSBC , Citibank , ANZ Therefore electronic exchanges will definitely be invested more stronger in the future To develop economically, the Transaction Center needs to make up for lost time with technology to provide the best service for customers However, the problem associated with capital requirements, technology infrastructure, monetary infrastructure, security, and protection of intellectual property, consumer protection, legal and economic environment This is the biggest challenge in the field of E-banking for the Transaction Center Acknowledge the circumstance, VIB and Hai Ba Trung Branch resolve to improve the nature of the performance of electronic banking services specifically and the entire general banking services to give users highest fulfillment To successfully improve the nature of e-banking services under the direction has need the backing of the Government, the State Bank Once more, I might want to express gratitude toward ASS Prof., Dr.Bui Duc Tho, National Economics University, Hanoi for his motivation and comments amid the completion of my report 43