THE STATUS OF CARD SERVICES BANK BRANCH BIDV AND PROPOSED SOME MEASURES TO IMPROVE SERVICE QUALITY CARD

Development of card distribution system at BIDVThe formation and development of the BankDISTRIBUTION SYSTEM STATUS CARDIN BIDVSolution development of distribution system at BIDV: Developmentoriented distribution system card at BIDV Focus on improving the system of distribution channels direct card

THE STATUS OF CARD SERVICES BANK BRANCH BIDV AND PROPOSED SOME MEASURES TO IMPROVE SERVICE QUALITY CARD INTRODUCTION 1.The urgency of the subject Can be confirmed, an important part of the marketing strategy is distributed Resolve the distribution system to deliver goods and services to consumers like Distribution system to create the smooth flow of each product from banking services to customers, improve the exchange relationship between the bank and customers on the market This is a problem most of the bank executives interested For the Bank's card products (BIDV), is a kind of new products, modern BIDV officially launched operations in 1997 as a payment agent Visa and MasterCard for UOB bank in HCM City , after 10 years of operation, the Bank has obtained a certain result and initially confirmed the location of the NH in VN card market In the course of operations, the Bank was interested in the development of card distribution system.However, the results were not really satisfactory, inadequate and need to develop effective solutions to card distribution system, contribute to improving the competitiveness of card products BIDV Derived from practice, I have chosen the theme: "Development of card distribution system at BIDV" master's thesis 2.Research purposes System, analysis and commentary to clarify the basic theoretical issues about card distribution system of commercial banks, the proposed system solution developed distribution channels in BIDV card The object and scope of the study Cards are large problems, the thesis research focused on card distribution system, for practical distribution system cards at BIDV from 2001 to 2007 as the basis of evidence Research methodology Thesis using research synthesis methods: dialectical materialism, historical materialism, methods of analysis, synthesis, inductive, statistical method, comparative method, retrospective documentation of the previous research and the actual survey questionnaire 6.Scientific contributions of the thesis Clarify the basis of a review of the card distribution system Development in the Commercial Banks Underestimated card distribution system at BIDV, indicating the presence and limitations of the distribution system cards at BIDV BIDV Proposed a number of solutions to development card distribution system at Structure of the thesis In addition to the introduction, conclusion, list of references, the content of the thesis is structured into three chapters: Chapter 1: The basics of card distribution system of commercial banks Chapter 2: Status of card distribution system in the Bank Chapter 3: System solutions developed distribution channels in BIDV card CHAPTER BASIC PROBLEMS OF SYSTEM CARD DISTRIBUTION OF COMMERCIAL BANKS 1.1 OVERVIEW OF BANK CARD TRANSACTIONS 1.1.1 The formation and development of the Bank Social reproduction process always takes place on an ongoing and constantly evolving, in the course of which there are many relationships between the subject of the production, especially the relationship traded goods Therefore, the payment institution in the relationship of the production process is important and necessary contribution to the development of the social productive From ancient times to a few hundred years ago the precious metal acts as a medium of exchange in all societies The problem occurs with the payment system based entirely on precious metals is that this money is very heavy and difficult to move from one place to another The continued development of the payment system is paper money At first paper money may be converted to coins However, in most countries, it has evolved into fiat money, not able to be converted into coins Paper currency benefit is that it is much lighter than coins or precious metals; constraints of paper money and coins that they can easily be stolen and expensive to transport due to cumbersome To overcome this difficulty, a new progress payment system appeared with modern banking activity: it is the birth of a check The use of checks has reduced transportation costs associated with the billing system and improve economic efficiency Benefits of checks they can write any amount of money for the rest of the balance on the account makes dealing with large amount of easy, bring convenience in the collection of funds and the ability to take greatly reduced theft However, obstacles to check takes time to move from one place to check, bank time to check and credited to your account, moreover, the use of checks having a lot of trouble with complex magazine papers Along with the development of science and technology, an e-payment system in which the use of papers will minimize being developed Next check is the development bank payment cards, dating from the first decades of the 20th century, developed from the 70s and has become a popular tool in this day and age Cards first appeared in 1914 when the California Petroleum Corporation (the company that today is the Mobil) conducted cards for the staff and a number of its customers The basic purpose is to encourage sales of the company, not accompanied by a provision regarding the extension of credit However, the new bank card technology actually began nearly 50 years ago, in which the relationship between customer and vendor relations center When a business wants to expand their credit to its customers, the customer is allowed to debit their account Form is the first bank card Charge-it, a credit system developed by John Biggins in 1946, allowing customers to make purchases at retail locations The business in Biggins banks and deposit banks collect payments from customers and return business This system was prepared for the first credit card in circulation in 1951 in New York issued by the Franklin National Bank There are many types of cards have been used around the world, typical of them to mention the cards held by the prestigious international release, including Diners Club, Amex, Visa, JCB and MasterCard Diners Club card, first released in 1949, with an annual fee of $ 5.Diners Club cardholder can debit going to eat at 27 restaurants located in or along the New York City Diners Club initially be used to pay for meals at the restaurant, but then gradually become travel and entertainment cards are present all over the world 1960 is the first card in Japan, the branch is managed by Citi Cop At this time all over the world, only about 1.5 million Diners Club cards in circulation with a turnover of 7.9 billion USD In 1990, this number up to 6.9 million cards and sales of $ 16 billion Following Diners Club, is the appearance of a series of uniform cards with it like Trip Change, Golden Key, Guest Club At first the majority of cards issued by large companies, until the bank realized the superiority of using the card and a huge market in the future, then quickly enter the field of bank issuing card Figure 1.1 history of ATM Card Amex card is the abbreviated name of the American Express card issued by the American Express card in 1958 with a total of times Diners Club.If you stand in terms of tourism and recreation, annual Amex card is the most preferred by customers, with the largest revenue in this area with cards mainly Amex Gold and Amex Platinum and Amex Optima In 1973, when the U.S economic crisis broke out, the turnover of Amex remains at 8% / year In the three years from 1990 to 1993, revenues increased from $ 111.5 billion to $ 120 billion, the number of cards in circulation increased from 35.4 million to 36.5 million, with over 3.6 million cards merchant base (CAU ) payment Unlike other cards, Amex card itself own and directly manage cardholders, whereby they grasp the necessary information about customers to develop programs such as customer classification to provide service provider Visa card issued by Bank of America in 1960, originally named Bank Americard.The Bank of America itself is an affiliate association of banks in the U.S states, so it has wide distribution network In 1977, Bank card Americard officially changed its name to Visa, were present throughout the world and is known as card-scale development in the world By the end of 1990, about 257 million cards in circulation revenue of about $ 354 billion In late 1993, Visa's revenue grew strongly up to $ 542 billion Visa ATM systems around 164,000 ATMs in 65 countries around the world Visa card is not directly transferred to the unit members, as well as favorable conditions for Visa easier to market expansion cards Visa now has more than 22,000 affiliates in more than 200 countries, has released more than 500 million cards, more than 13 million merchant payment, 320,000 cash dispensers, sales of $ 800 billion in annual transactions JCB cards are cards came from Japan in 1961 by San Wa bank, in 1981, began to develop into an international basis.Main goal is to focus on the tourism and leisure market, is to compete with Amex JCB card, the Japanese have proven card technology is no longer the absolute monopoly of the American organizations If 1990 JCB card sales of $ 16.5 billion with 17 million payment cards in circulation are accepted at more than 400,000 locations in 109 countries outside Japan;, to 1992, with over 30 million cards, , million merchant and 160,000 ATMs in 139 countries with revenues of $ 30.9 billion Today JCB is strong rise on par with other cards MasterCard card is launched in 1966 under the name MasterCharge by bank card association ICA (Interbank Card Association) released through members around the world.In 1979, MasterCharge was renamed MasterCard payment card and become the second largest in the world after Visa So far the number of members participating in MasterCard card associations have up to 29,000 members in more than 200 countries, issued 350 million cards, 12 million merchant payment, 200,000 ATMs, sales transactions in about 460 $ t5y Today, MasterCard and Visa are the two most popular cards used in the world Card increasingly diversified and became very popular products During 80 years of card transactions increased by 20% annually With these utilities provide bank card has become a major means of payment of all strata of the population in developed countries and the developing world 1.1.2 The concept of bank card From the perspective of considering different studies, we launched the concept of a different payment card In the opinion of the State Bank of Vietnam (SBV) Vietnam (Regulation issued, used and bank card payment issued under Decision 371/1999/QDNHNN1 date 19/10/1999 of the Governor of the State Bank of promulgating the regulations issued, and use the bank card payment): Bank card is a means of payment for goods and services can not cash or cash at the cash machine automatically or the agent bank.In other words, the bank card is a non-cash payment means that cardholders can use to withdraw cash or pay for the purchase of goods, use services at the POS In terms of release, the card is a means by banks, financial institutions or other issuers for transactions of goods, services or cash From a technology perspective the payment card as payment method e-book amount of the payment transaction needs, made on the payment system is connected between the actors, based on banking technology and telecommunications It allows payment transactions in a convenient, safe for the participants pay From the above analysis, it can be concluded that: payment card is an electronic means of payment issued by a bank / issuer, allowing cardholders to use to pay for goods or services to withdraw cash within the amount on the customer's account or credit card 1.1.3 Structure of the card bank From the beginning of time, the card is made of metal, through the selection process, so far most of the cards are made of hard plastic (Plastic) with normal size is 95mm x 55mm x 0.76 mm, layers: the core card is a plastic layer in the middle and two layers of rolled plastic sides Depending on the method of access and management of information processing card that is made from strips of tape (credit card) or integrated circuits (chips) recorded data (chip card) or magnetic tape, Chip (card from Chip) The front of the card typically includes (see Figure 1.2): - Background, color cards, depending on the bank chosen and depending on the card type prescribed by the issuing bank - The name and logo of the issuing banks, card organizations badge and logo of the organization, such as MasterCard, Visa, AMEX, Diners Club, JCB - For the chip, the chip will be arranged on the front Number of cards: Each card is assigned a separate number to manage subject to the provisions of international card organizations, or the issuing bank - The effective date of the card: embossed on the card - They cardholder name, company name (if corporate card) - The security element of the card organizations Figure 1.2.Eye tric and after CNA Visa Biểu tợng TCTQT Số thẻ Họ tên chủ thẻ Mặt sau thẻ VISA Dải băng từ tính ô chữ k Nguồn: Ngân hàng BIDV Việt Nam The back of the card include: - Tape strips (for credit card): the ability to store the following information: card number, effective date, the name of the issuing bank, the cardholder name, effective date, cardholder's personal identification number (PIN) operators should only be from to agents per year During operation, the branch shall be responsible to the Head Office on the activities of these agents In addition, the branch should also actively seek and exploit agents and bank card payments in local activities, contributing to the common goal of indirect distribution channels development of the whole system 3.2.3 Strengthening advertising activities, promotion for the development of distribution channels Advertising activities, promotion now only focus on the customer is the cardholder has not paid much attention to the merchant, agent Currently, the majority of customers wishing to become a merchant, the agent will think about VCB or ACB Therefore, the need to change perceptions and policy development advertising, promotion for Merchants and dealers This activity immediate need to focus on building brand image and competitive advantage card for BIDV card service on the market BIDV should focus on the following activities: Media advertising Follow periodical advertising, reporting, writing articles in the newspaper, website card products, promotional information, information cooperation links The advertising and PR program in a professional manner on the media, the broadcast on the card Develop effective customer care program Participation in exhibitions and seminars to introduce BIDV card products to a wider population Join a program sponsored or co-sponsored by cash or some program, press agencies, business purpose advertising for BIDV card products Promotion Offer Organizations implementing large-scale promotions as rewards in cash or in kind for the units participating merchant, the agent of the Bank, Bonus payment of sales for the merchant, the agent is out Depending on the local business strategy, can hold a small number of promotions to boost market share in the development of key areas 3.2.4 To improve the organizational model - Due to the extensive network of branches in all provinces across the country should model works two central banks and branches is suitable model Activity card is no exception In the process of finishing BIDV card center, two-level model is a reasonable choice Specifically: Figure 2.12 Model of Card Center The new division in TTT was formed in late 2007, so you need to quickly improve organizational personnel, reasonable staffing, as well as building internal processes according to standards At the central support center and the south, the thin, officials at the away information card center should not be regularly updated in time Need for further improvement in terms of organization as well as raise the level of professional support function to perform well Currently, TTT not have direct sales team Therefore, it is necessary to learn from the experience of other banks, particularly direct sales team of the ANZ bank to quickly build models and mechanisms to recruit and train sales team direct dynamic efficient, of BIDV unique identity - Step-by-step formation of the charge card and card room in the branch model: Figure 2.13 Model Card Room at the branch Doing this should come from the needs of the branch on the basis of the situation in the area and the ability of the branch To focus attention in the card market more competitive 3.2.5 Focus on training and development of human resources quality card Professional staff card is an important factor in the development of distribution channels In order to improve the professional knowledge of staff card, especially the distribution tasks, BIDV need: - Enhanced training for the branch: may conduct periodic training at least once every months in both the South and the North in basic and advanced classes; collaboration with foreign partners training institutions at home and abroad to improve the experience of staff card - Organization of the annual Symposium on the card to update the knowledge of the card and change the perspective of the leader branch distribution activity cards (one of the leaders of the current branch has not focused on card service development, the notion that business card service is not profitable, hard ) - Develop a guide document for affiliates and the merchant to guide the branch and merchant basic knowledge and implementation of risk prevention In addition, the Bank will not forget to pay attention to human resource development by regularly probe card employee satisfaction, their satisfaction level of salary, bonus, their development in the future-oriented future remuneration policy to be appropriate, encourage long-term commitment to the Bank 3.2.6 Develop governance and risk prevention Business card distribution in general and in particular are facing many risks Therefore requires BIDV to build governance and risk prevention specific to the individual components, namely: - Develop process management and risk prevention for parts management and distribution channel development at the Centre as well as cards for each branch - Guidelines for the evaluation process the merchant for affiliates, and develop procedures to guide Merchants in identifying and preventing risk transactions - Secure remote ATM machine: equipped with a camera system, projector - Strengthening crime prevention cards: the discovery of the fraud, the Bank should collaborate effectively with the local security agencies to handle and widely publicized the current card fraud situation - Advanced knowledge and regularly updated information about the use, storage card, the information related to counterfeit cards for all entities participating in the distribution of such cards the cardholder, the merchant, the distribution of cards, the officials at the central and branch 3.3.SOME RECOMMENDATIONS TO AGENCIES 3.3.1 Recommendations to the Government Creating stable socio-economic environment A stable socio-economic environment remains a solid foundation for growth Development in general and the distribution channel card in particular is no exception to that rule Social and economic stability and sustainable development, the new life of the people improved, new expanded international relations, new technological conditions exposed to modern payment of the bank Socio-economic development, the bank can expand its service objects, thanks to the new card business opportunities to grow issue legal documents to protect the interests of the actors involved in the field of card Government should promulgate legal documents to protect the legitimate interests of the bank card business, the merchant and the cardholder On the other hand as a basis for law enforcement agencies to protect the law, impeachment and criminal sanctioning organizations forged cards as well as personal card fraud through appropriate property In addition, the relevant authorities such as the police, economic police, international police should also take steps to coordinate with the bank in the detection and treatment of crime in this area Direct coordination, reduce VAT and prioritize investment in building infrastructure Card as a means of payment should be encouraged to use in Vietnam today to reduce the amount of cash circulating in the economy This is a new service, the cost of expensive services, with the current VAT rate of 10% as prescribed by the State is high, it is difficult to encourage this kind of service continues to grow Therefore, the State should have the tax reduction policy, this will facilitate banks to discount card services, accelerate the development of distribution channels and card services At the same time, state policies should be tax incentives import equipment and raw materials for card operations, which can not be produced In addition, the State should focus investment priorities for building infrastructure for banking activities in general and particular card operations, enhance education and awareness of the people , encouraging them to use the services of the bank card Directing the ministries, departments, agencies and service providers such as Telecommunications, Electricity, Social Security positive collaboration with NH industry to promote the acceptance of payment cards as a form of non-cash surface, contributing to the social costs and benefits to consumers 3.3.2 Recommendations to the Bank Improve the legal documents on the card Currently the bank before the performance of the card must for comments from the central bank SB is the first stage of evaluation seriously, for comments and suggestion system technology, business process and organization model of commercial banks However, until now the central bank is only a mechanism for issuing and card payment (Decision No 371 of the State Bank) In very general provisions, does not specify sanctions reward and sanction as well as basic business card Fact present each bank built up a separate card business processes, leading to inconsistent, unfair competition on price, location installation of ATM as payment network expansion So the next time, to regulate and support the positive commercial banks in general and BIDV in particular keep the card business in the region and the world, the central bank must update and complete the legal documents on card, create general principles and uniform standards for the issuance and payment cards, especially to promulgate regulations governing the behavior related to the dispute, the risk, as a basis for treatment of occurrence . Quickly build unified card switching center Recently, the Governor of the State Bank of Vietnam (SBV) issued Decision No 3113 approving the project "Construction unified card switching center of Vietnam," in which nuclear take Banknetvnvn as to develop recommendations projects Scheme will be developed in the direction of strengthening the company both in terms of structure, finance, human resources, technical infrastructure, as well as capital, to perform network-wide connection Vietnamese card, create step of integration This center is the focal point processor licensing transactions, payment card transaction verification of Vietnamese commercial banks, guarantee cards issued by different banks, may be issued by domestic banks to current domestic Merchants will be licensed treatment centers and exchange of international organizations This will reduce the complexity of the internal payment transactions in the country, speed of payment, address the exchange rate problem, saving costs for organizing payment card international card transaction and uniform policy in Vietnam only VND central At the same time, members will have closer relationships in all areas: the fastest updates the information on fake cards avoid losses to the members, combined list of banned cards printing, unified currency of payment, etc., thereby enhancing the cost-effectiveness, facilitate the cardholder in the transaction individuals Policies to encourage business expansion card Should encourage banks to not be afraid to invest expansion card services by assisting banks in developing card business to facilitate competition with foreign banks and measures to sanction severely for violating regulations operation card SBV should allow banks to risk reserve fund established for card operations, establishing management department general risk prevention for the central bank in the hedging of central bank 3.3.3 Recommendations to the Vietnam Card Association In recent years, the Association has the card well their role is to create a healthy competitive environment among banks business card, uniform fee, prescribed minimum cost and maximum pressure common policies to ensure profitability for all banks It also captures the difficulties and advantages of the banking associations to work together to devise solutions to overcome initial implementation criteria forums cooperation and exchange of experiences between the bank card in Vietnam In the future, when Vietnam international economic integration increasingly demanding good card associations these things more To make good his role, card associations should develop financial mechanisms, as well as nonfinancial remedies to stringent sanctions as well as encourage the bank card business There are so open up new opportunities for professional development of the members card, including BIDV In addition, the card associations often work with the central bank and maintain close relationships with the international card organizations to further promote the development of business cards in Vietnam The entire contents of Chapter has focused on proposing solutions include: complete card distribution system directly, indirect distribution channels development, strengthen marketing activities for the development of distribution channels, improve organizational model, focusing on training and development of human resources quality cards, build governance and risk prevention; simultaneously make proposals to a number of key agencies such as government, state banks, card associations VN a number of issues which should be addressed in order to gradually develop distribution system cards in the Bank, help to create a solid brand BIDV card the trend of economic integration international CONCLUSION In terms of the current international economic integration, with outstanding growth of technology has brought business cards in general and card distribution channels in particular of BIDV not only the tremendous opportunities that both challenge Platform distribution strategy cards available, in order to promote the achievements and overcome the limitations, seize opportunities, overcome challenges and provide the highest performance in a competitive environment current acute, BIDV need to maintain orientation distribution system development, implementation of a number of measures to improve efficiency and increase competitiveness in the market In fact, with proper attention and investment to the development of distribution channels will have a very important significance in determining the competitiveness and efficiency levels in the financial services market in the future With the huge potential of the Vietnamese card market, the right business strategy and the effort on BIDV and more important is the long-term operational experience in the field of business cards, we have the right to expect and believe that in the not too distant future, the Bank will be able to achieve more great results and confirmed its position on the card market in Vietnam All these problems are presented in the thesis This demonstrates that the thesis has accomplished the objectives set out: First, systematizing, analyzing, interpreting and clarify some basics of card services, card distribution system of commercial banks Second, the analysis underestimated the state distribution system cards of BIDV in many angles, the achievements and limitations need to focus on Third, on the basis of theoretical and practice-oriented distribution system Development Bank's card, the thesis proposes a comprehensive system solutions, synchronized to develop distribution channels of the card system BIDV Although I myself have many trying to achieve the above results However, the distribution channel card and developing distribution channels of BIDV is an issue more complex, involving issues should thesis unavoidable defects So, I would like to receive the comments of the teachers, leaders and colleagues to the thesis research is complete REFERENCE LIST Marketing Curriculum Banks - Banking Institute Curriculum Marketing Services - NEU Basic curriculum Marketing - NEU Annual Report BIDV 6.Final report card business operation and direction of the Bank Development Plan distribution network card services BIDV The merchant network development plan BIDV Journal of Banking Information Journal of financial and monetary markets 10 Bank statements 11 Economic Times TABLE OF CONTENTS introduction Chapter 1: The basic theoretical problem of card distribution systems in commercial banks 1.1 Overview of the bank card business 1.1.1 The birth and development of the bank card 1.1.2 Bank card concept 1.1.3 Structure of bank card 1.1.4 Classification of bank card 11 1.1.5 Role of development card services 12 1.1.5.1 For the economy 12 1.1.5.2 For banks 14 1.1.5.3 For cardholders 15 1.2 Card distribution systems in commercial banks 16 1.2.1 Definition 16 1.2.1.1 Distribution 17 1.2.1.2 Channel bank card 17 1.2.2 The role of distribution channels 18 card 1.2.3 The channel members 18 1.2.3.1 The participants 18 1.2.3.2 Function of the channel members 21 1.2.4 Factors affecting the distribution channels in the bank card 22 1.2.4.1 The development of market 22 1.2.4.2 Customer Requirements 22 1.2.4.3 Level of team work card distribution 23 1.2.4.4 Information Technology T 23 1.2.5 Types of distribution channels in the bank card 24 1.2.5.1 Direct distribution channels 24 1.2.5.2 Indirect distribution channels 27 1.2.5.3 Trends card distribution system Development 27 1.2.6 Selection, design and management of distribution channels in the bank card 29 1.2.6.1 Channel selection 29 1.2.6.2 Design (organization) channel 31 1.2.6.3 Bank card distribution channel management 32 Chapter 2: Current status of card distribution system at BIDV 34 2.1 The process of formation and development of BIDV 2.2 Professional development card at BIDV 34 2.2.1 Card Center 39 2.2.1.1 The organizational structure of the center 39 card 2.2.1.2 Functions and tasks of the Center card 40 2.2.1.3 Marketing and Management Department unit accepts cards & Licensing 41 2.2.2 Bank's card services 41 2.2.2.1 ATM products 42 2.2.2.2 Credit card products 46 2.3 Status of card distribution system at BIDV 47 2.3.1 Card distribution system of BIDV 47 2.3.1.1 Direct Distribution 48 2.3.1.2 Indirect distribution channels 50 2.3.2 Results achieved and causes 51 2.3.2.1 Achievements 51 2.3.2.2 Cause 74 2.3.3 Limitations and causes 75 2.3.3.1 Limitations 75 2.3.3.2 Cause 77 Chapter 3: Solution development of distribution system at BIDV 82 3.1 Development-oriented distribution system card at BIDV 82 3.2 System solutions developed distribution channels in BIDV card 86 3.2.1 Focus on improving the system of distribution channels direct card 86 3.2.2 Indirect distribution development 95 3.2.3 Strengthen the marketing activities for the development of distribution 97 channels card 3.2.4 Improve organizational model 98 3.2.5 Focus on training and human resource development 99 3.2.6 Develop governance and risk management 100 3.3 A number of recommendations to the authorities 100 3.3.1 Proposals to the Government 100 3.3.2 Recommendations for State Bank of Vietnam 3.3.3 Proposals to 100 the Association 104 card Conclusion: 105 Acknowledgements 107 REFERENCE 108 LIST OF ABBREVIATIONS VCB: Bank for Foreign Trade of Vietnam) ACB: Asian stock commercial banks BIDV: Bank for Investment and Development of Vietnam Agribank: Bank for Agriculture and Rural Development Exim Bank: Commercial Bank export and import shares VIB Bank: Joint Stock Commercial Bank International TTT: Card Center ATM: Automatic Teller Machine: Automatic Teller Machine POS: Point of Sales: POS EDC: Electric data capture: Machine card payment accepted NH: Banking NHNN: State Bank Commercial banks: Bank of Commerce Issuer: Bank released JSBs: Bank shares QD banks: commercial banks VN banks: Commercial Bank of Vietnam NHTT: Bank payment TCTQT: international card organization TDQT: International Credit Merchant: Unit card accepted VN: Vietnam CMR: Customer Relationship Management: The management of customer database LIST OF TABLES Table 2.1: The growth index of BIDV Table 2.3: Number of ATM cardholders of BIDV Table 2.4: The number of credit cards issued Table 2.5: Number of ATMs of BIDV Table 2.6: Number of ATM distribution in the region Table 2.7: Sales of ATM card payment Table 2.8: Number of Merchants Bank's Table 2.9: Sales of BIDV payment TDQT cards Table 2.10: Results of operations of the agency Table 2.11: Revenue from the Bank's card business Table 2.12: Estimated cardholder plans by product line [...]... indirect relationship between the producer and consumer NH card service provider is to satisfy the customer's needs at the same time when using the services of the bank card, customers have returned to banking information to know the effectiveness of the services provided to the Project completion products and services, further increases the income for the bank Besides the relationship always exists... efficiency 1.2.3 The role of distribution channel card Card distribution channels means of direct bank card services to customers.Thanks to the distribution channels that bank card services done quickly, to meet the needs of customers Distribution channels play a positive role in improving, perfect card services, creating favorable conditions in the supply of bank card services to customers Cards is a modern... more pressure on profits and hence increase Therefore more and more banks plan l Select the product distribution channels in order to maximize profits 1.2.4.2 The requirement of customers Customers have come to bank card services bank means that they need to meet their needs Often customers looking for bank card services in the following requirements: - Search the income from bank card services through... continuous development of the economy, and the banking industry itself, as well as card services, most every bank tries to expand the scope of activities, develop share your card Always be the priority target is to "bank card services" closer to the public by placing more branches and create more favorable, widely introduced and the add-in card services customer process cards Derived from the requirements... guidance and service to attract customers to the card - Card service life, distributed through branches will take advantage of existing relationships with customers, so the card distribution process easier - Activities of the branch system is relatively safe, easy to create the image of the bank for customers - Branches are often easy to attract customers and satisfy the specific requirements of customers... products, the bank has built extensive branch network to provide the products and services before, so the initial cost to build a new branch service delivery is very little card Born card services complement and enrich the list of products and services are provided at the branch, thereby increasing income for the bank - Our employees are professional bankers understand, so could well be propaganda, guidance... headquarters and facilities in certain locations Especially the provision of products and services the bank card mainly made by bank staff Therefore, the use of this channel often requires a team of employees and customers to the transaction at the head office or a branch transaction Therefore to provide more card products and gain market share, banks often develop extensive branch network and are always... development of card distribution system must be set out as the leading strategy to put the card into one of the main business activities of the bank 1.2.1Characteristics of the channel bank card Distribution channels can be understood as a set of organizations and individuals and facilities involved in the process of bank card supply to customers From understanding the distribution channel can see NH card. .. cardholder and the card number, the expiry date of the card, name card holder • Chip card (Smart Card) : Card is produced based on microprocessor technology .The front of the card is attached to an electronic chip on the principle of handling such a small computer This is the latest generation, the most modern of the current card, overcome the drawbacks of the card from a high security safe - Payment terms of. .. in order to provide the best products and services to customers, the Bank is the bank the first open Web page to provide contact information and the utility service of the Bank' s business and customers Moreover, the Bank is also one of the founding members of the financial and credit institutions as Indovina, Saigon Commercial banks, international financial leasing companies VILC and joint venture insurance