LUẬN văn THẠC sĩ GIẢI PHÁP PHÁT TRIỂN DỊCH vụ THẺ THANH TOÁN tại NGÂN HÀNG BIDV CHI NHÁNH hà nội e

THESIS MBA TOPIC SOLUTION OF PAYMENT CARD SERVICES DEVELOPMENT IN BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM - HANOI BRANCH REPRESENTATIONS The project “Solution of payment card services development in Bank for Investment and Development of Vietnam - Hanoi branch” is my own research The data and results of the project are my own collection and using my knowledge and discuss with our instructors to complete this project CONTENTS REPRESENTATIONS MỤC LỤC INTRODUCTION Urgency of topics: The research objectives Research Object and Scope Research Methodology: Time Outline details 10 1.1 Products and product development to satisfy customer needs .11 1.1.1 The product concept: 11 1.1.2 Products development to satisfy customer needs 12 1.2.The bank cards and card services 13 1.2.1 Bank card 13 1.2.1.1 The concept of bank cards: 13 1.2.1.2 Characteristics of bank card 14 1.2.1.3 Classification of card 15 1.2.1.4 The process of development of bank card 17 2.1.5 The components involved business cards 20 1.2.1.6 Role of card services in the socio-economic development 21 1.2.2 Services, Utility of bank cards 24 1.2.2.1 ATM Cards, Debit Card 24 1.2.2.2.The VISA credit 24 1.2.2.3 Income from business card 25 1.2.2.4 The cost of business cards 26 1.3 The process of issuing bank card .27 1.3.1 The process of issuing card 27 1.3.2 Payment Card Process 29 1.4 Factors affecting the card service quality .30 1.4.1 Factors belong to the bank 30 1.4.2 Factors outside bank 31 1.5 Risk in Business Card 33 1.6 Research methods 33 1.6.1 Source of Data 34 1.6.3 Method of data analysis 36 2.1 Introduction to BIDV - The process of formation and development of the Bank for Investment and Development of Vietnam (BIDV) 37 2.2 Introduction of BIDV Hanoi 37 2.2.1 History and development of BIDV Hanoi .37 2.2.2 Business activities of BIDV Hanoi 41 2.2.2.1 Operational funding 41 2.2.2.2 Credit activities 43 2.3 Situation Analysis Services of bank card in BIDV Hanoi 44 2.3.1 Introduction 44 2.3.2 Current status of issuing BIDV Hanoi 45 2.3.2.1 The cards issued by BIDV 45 2.3.2.3 BIDV’s VISA Card 46 2.3.2.4 Status of payment card operations 49 2.3.4 Analysis results of card business 50 2.5 SWOT Analysis 55 2.6 Competitive Environment Analysis 60 2.7 Analysis of the level of customer satisfaction .62 Chapter III: CONCLUSIONS AND COMPREHENSIVE SOLUTION TO COMPLETE BANK CARD SERVICES IN BIDV HANOI 65 3.1 Complete solution bank card services in BIDV Hanoi .65 3.1.1 Finish card 65 3.1.1.1 Development of new card products 66 3.1.1.2 Goals 67 3.1.1.3 Develop flexible pricing strategy 68 3.1.2 Promote and expand distribution channels, relationships with partners .69 3.1.3 Promote mix promotion 71 3.1.3.1 Advertising 71 3.1.3.2 Public Relations (PR) 71 3.2.3.3 Image Promotion, Sale 72 3.1.3.4 Personal Sales 72 3.1.3.5 The other method 72 3.1.4 Human Resource Development 72 3.1.4.1 Recruitment and staffing appropriate 73 3.1.4.2 Training to develop qualifications of staff 73 3.1.4.3 Wage policies, incentives 74 3.1.5 Strengthening management and risk prevention 74 3.1.6 Recommendations for BIDV 76 3.1.6.1 Develop oriented business strategies for total of system: 76 3.1.6.2 Promoting the role of National Financial Switch JSC (BankNet) 77 3.2.6.3.About issuing documents related to card services 77 3.1.6.4 Standard the transaction and the physical manifestation related to bank card services 78 3.1.6.5 Strengthen network security 78 3.2 Conclusion 79 LIST OF REFERENCES 82 REFERENCE IN VIETNAMESE: 82 REFERENCE IN ENGLISH 82 LIST OF ACRONYMS NHNN TCTQT NHPH NHTT ĐVCNT BIDV The State Bank International Card Organization Issuing Bank Payment Bank Cards Accepted Unit Bank for Investment and Development of Vietnam J.S.C TMCP ĐT&PT BIDV HN TTT ATM POS NHTM TCVN IBMB ACSI Bank for Investment and Development of Vietnam, Hanoi Branch Card Center Automated Teller Machine Point Of Sale Commercial Bank Vietnamese standards Internet banking, Mobi banking American Customer Satisfaction Index DANH MỤC CÁC BẢNG, BIỂU, SƠ ĐỒ INTRODUCTION Urgency of topics: When Vietnam joined in the WTO, integrate with the world economy, this is an opportunity but also a huge challenge for Vietnamese enterprises including banking sector So the domestic banks have to change in all aspects: HR, science, technology, products and services In which there is payment card products Currently in the world, the banking cards actually become a means of non-cash payments which are very popular, not only for the countries with developed economies but also constantly expanding in developing economies Besides, with the development of science and technology, media has made the card product to take effect in the sale of their goods and services in countries around the world become convenient and quickly That is the reason why we have global brand as VISA, MASTERCARD , some of international company of cards are widely known At the same time, many banking groups in the world have strong competition in the issuance and payment, provide significant income in the total income of the bank Development of card services, contributing to reducing the proportion of cash payments in the economy and bring utilities to the people and for the service providers However, current service is not really developed well, not really bring utilities to the cardholder as well as become a means of non-cash payment in the popular economy From this fact we chose the topic: "Solutıon of payment Card Servıces development in Bank for investment and development of Vıetnam - Hanoı Branch” to research in my project The research objectives - Research rationale of development credit card (VISA) in BIDV Hanoi - The problems in the development card services in BIDV Hanoi - Proposals for the development card services to meet the needs and satisfaction of customers Research Object and Scope - Research Object: Research in development of card services, credit cards VISA in BIDV Hanoi - Research Scope: is the contents of card development in BIDV Hanoi Research Methodology: - The project uses methods of analysis, synthesis, and matrix studied, such as product development, marketing management, strategic management applications in research topics - In addition, the thesis uses quantitative research methods, data collection questionnaires, interviews, assessment and consultation with experts Time August: study rationale September: Collecting data on the quantity and quality of card products, October: Write a thesis statement Outline details Commitment Table of Contents The list of figures and tables Chapter 1: Theoretical basis Chapter 2: Status of card products development at Banks for investment and development in Hanoi Branch (BIDV Hanoi) Chapter 3: Conclusions and Solutions Sincere thanks! LIST OF REFERENCES REFERENCE IN VIETNAMESE: Philip Kotler (2003), Marketing Management, Statistical Publisher Nguyen Dinh Phan, Dang Ngoc Su, Quality Management, National economy University Publishers BIDV (2012 ) , Regulation of the management and operation of ATM card - BIDV 2012 BIDV (2012 ) Regulation of card transactions of Board of Commercial Joint Stock Bank for Investment and Development of Vietnam (BIDV) BIDV (2012 ) , Regulation of issuing and managing BIDV credit card BIDV Hanoi , Process card transactions, 2012 BIDV Hanoi - Report summarizes the activities of the issuing bank in 2009, 2010 , 2011, 2012 Le Van Te, Truong Thi Hong (2001) , The international payment card application payment card in Vietnam , The Youth Publisher The decision of the Governor of the State Bank No 371/1999/QD-SB at 19 th January 1999 about promulgating the Regulation on issuance and payment using bank cards 10 Bank for Investment and Development of Vietnam , the Annual Report of 2006, 2007 , 2008 , 2009 11 Journal of Investment and Development , Number 153 , 154 , 155 , 158 , 163 12 Directive of the Prime Minister No.20/2007/CT-TTg at 24th August 2007 about pay salary through bank accounts for who are getting salary from state budget REFERENCE IN ENGLISH Visa- Card and Marks specifications MasterCard University (1997) – An over view of the Bank card Industry Visa International Asia Pacific (2000), “Changing the way we pay” Master Card International (2001,2002) – Master Card International Report Appendix Sample customer questionnaires Using BIDV Ha Noi card Part 1: Understanding the customer: Introduction: Hello Currently we are conducting market research on customer satisfaction on card stock commercial banks and investment development branch in Hanoi Vietnam Our goal is for statistical and trend forecasting service using the card in the future, thereby promoting the development of services for card service and customer satisfaction when implementing card transactions Would you spend a bit of time to help us complete the study Question 1: Do you use the any BIDV card? Có Khơng - If Yes - Please move to question - If No: Please tell me your opinion: Câu hỏi 2: Do you know about BIDV card services? Có khơng - If Yes - Please move to question - If No: Please tell me your reason: Question 3: Could you please to appreciate cards of these banks? Please give mark from to with: 5: Very satisfied, 4: Satisfied, 3: Normal, 2: No idea, 1: not satisfied Criteria BID Vietcomban Vietinban V k k ANZ Techcomban k The quality of the service card 1.3.1 (purchase payments and withdrawals) Quality services with the card (bill 1.3.2 payment, telephone, insurance,) 1.3.3 Technical Features The procedures 1.3.4 and time card 1.3.5 issue Quality after sales service 1.3.6 Cost of card Network of 1.3.7 1.3.8 payment and General assessment of service quality card Part 2: Card of BIDV Hanoi Question 1: Please choose in the following products all of BIDV cards □ ATM card □ Other:………….… □ Visa Precious □ Visa Flexi Question 2: Did you know the following services with BIDV ATM card □ Withdraw cash □ Balance inquiry □ Topup Recharge- □ For electronic VnMart □ Payment of insurance □ Other Services VN Question 3: Did you know the following services with BIDV VISA card □ Withdraw cash □ Payment Online □ Payment Services □ Purchase Discount □ Other Question 4: Please would you rate the service attitude of staff issuing BIDV card Criteria Very Satisfie satisfie d No Normal commen d 2.2 Transactions of 2.2 bank employees Ability to solve problems and 2.2 customer questions And professional 2.2 staff The service attitude 2.2 of staff General assessment of staff Dissatisfie d t 5 5 Question 5: Please indicate how often you use your card? □ 7 times/m Question 6: Which way you use to pay in the following means? □ POS □ ATM □ Online banking Question 7: Could you please tell me the purpose of your using cards? □ Paying service □ Withdraw cash □ On business □ Other:…………… Question 8: Do you know the limit of VISA card per month? □ < million □ 3- million □ 7- 10 million □ >10 million VND VND VND VND Question 9: Would you give your ideal on improving service quality of BIDV card - Quality of service card: Network of payment cards: Delivery fee and annual fee of the card: Date of transaction: Quality of delivery staff card: - Need additional: Sincerely thanks! Appendix 2: Results of analysis using SPSS software Question part of the interview questionnaire Case Processing Summary Cases Included N Percent Excluded N Percent Total N Percent 2.2.1 98 100.0% 0.0% 98 100.0% 2.2.2 98 100.0% 0.0% 98 100.0% 2.2.3 98 100.0% 0.0% 98 100.0% 2.2.4 98 100.0% 0.0% 98 100.0% 2.2.5 98 100.0% 0.0% 98 100.0%  Bảng thống kê miêu tả chung N 2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 Valid N (listwise) 98 98 98 98 98 Descriptive Statistics Minimu Maximu m 1 1 98 Question part customer interviews Symbol: m 5 5 Mean 3.78 3.83 3.89 4.19 3.98 Std Deviation 1.248 1.184 1.139 970 963 - Banks in the table: A: BIDV Hanoi, B: Vietcombank, C: Vietinbank, D: ANZ, E: Techcombank - Criteria: 1.3.1 The quality of basic services card (purchase payments and withdrawals) 1.3.2 Quality of service attached to the card (bill payment, telephone, insurance,) 1.3.3 Technical Features 1.3.4 Procedures and time card issue 1.3.5 The quality of after-sales service 1.3.6 Cost of card 1.3.7 Network and the payment 1.3.8 General assessment of service quality card Criteria: Evaluation of some criteria of some banks’s card 1.3.2 BIDV Hanoi Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied 10 34 26 26 98 Total 1.3.2 Vietcombank 2.0 10.2 34.7 26.5 26.5 100.0 2.0 10.2 34.7 26.5 26.5 100.0 Frequency Percent Valid Percent No comments Normal Valid Satisfied Very satisfied Total 1.3.2 Vietinbank 19 30 42 98 7.1 19.4 30.6 42.9 100.0 7.1 19.4 30.6 42.9 100.0 Frequency Percent Valid Percent Valid Very unhappy No comments 4 4.1 4.1 4.1 4.1 Cumulative Percent 2.0 12.2 46.9 73.5 100.0 Cumulative Percent 7.1 26.5 57.1 100.0 Cumulative Percent 4.1 8.2 Normal Satisfied Very satisfied Total 21 34 35 98 21.4 34.7 35.7 100.0 21.4 34.7 35.7 100.0 29.6 64.3 100.0 1.3.2 ANZ Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 1.3.2 Techcombank 36 24 28 98 4.1 6.1 36.7 24.5 28.6 100.0 4.1 6.1 36.7 24.5 28.6 100.0 Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 16 37 35 98 1.0 9.2 16.3 37.8 35.7 100.0 1.0 9.2 16.3 37.8 35.7 100.0 Cumulative Percent 4.1 10.2 46.9 71.4 100.0 Cumulative Percent 1.0 10.2 26.5 64.3 100.0 1.3.4 A Frequency Percent Valid Percent No comments Normal Valid Satisfied Very satisfied Total 17 42 38 98 1.0 17.3 42.9 38.8 100.0 1.0 17.3 42.9 38.8 100.0 Cumulative Percent 1.0 18.4 61.2 100.0 1.3.4 B Frequency Percent Valid Percent Cumulative Percent No comments Normal Valid Satisfied Very satisfied 11 42 40 98 Total 1.3.4 C 5.1 11.2 42.9 40.8 100.0 5.1 11.2 42.9 40.8 100.0 5.1 16.3 59.2 100.0 Frequency Percent Valid Percent Very unhappy Normal Valid Satisfied Very satisfied 19 38 40 98 Total 1.0 19.4 38.8 40.8 100.0 1.0 19.4 38.8 40.8 100.0 Cumulative Percent 1.0 20.4 59.2 100.0 1.3.4 D Frequency Percent Valid Percent Normal Satisfied Valid Very satisfied Total Cumulative 19 44 19.4 44.9 19.4 44.9 Percent 19.4 64.3 35 35.7 35.7 100.0 98 100.0 100.0 1.3.4 E Frequency Percent Valid Percent No comments Normal Valid Satisfied Very satisfied Total 17 38 40 98 3.1 17.3 38.8 40.8 100.0 3.1 17.3 38.8 40.8 100.0 Cumulative Percent 3.1 20.4 59.2 100.0 1.3.6 BIDV Hanoi Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 1.3.6 Vietcombank 11 32 42 98 6.1 7.1 11.2 32.7 42.9 100.0 6.1 7.1 11.2 32.7 42.9 100.0 Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 1.3.6 VietinBank 13 40 34 98 2.0 9.2 13.3 40.8 34.7 100.0 2.0 9.2 13.3 40.8 34.7 100.0 Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 1.3.6 ANZ 21 26 41 98 2.0 8.2 21.4 26.5 41.8 100.0 2.0 8.2 21.4 26.5 41.8 100.0 Frequency Percent Valid Percent Valid Very unhappy No comments Normal Satisfied Very satisfied 22 56 5.1 7.1 22.4 57.1 8.2 5.1 7.1 22.4 57.1 8.2 Cumulative Percent 6.1 13.3 24.5 57.1 100.0 Cumulative Percent 2.0 11.2 24.5 65.3 100.0 Cumulative Percent 2.0 10.2 31.6 58.2 100.0 Cumulative Percent 5.1 12.2 34.7 91.8 100.0 Total 98 100.0 100.0 1.3.6 Techcombank Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 17 13 26 33 98 9.2 17.3 13.3 26.5 33.7 100.0 9.2 17.3 13.3 26.5 33.7 100.0 Cumulative Percent 9.2 26.5 39.8 66.3 100.0 1.3.7 BIVD Hà nôi Frequency Percent Valid Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 1.3.7 Vietcombank 6 18 42 26 98 6.1 6.1 18.4 42.9 26.5 100.0 6.1 6.1 18.4 42.9 26.5 100.0 Frequency Percent Valid Percent Cumulative Percent 6.1 12.2 30.6 73.5 100.0 Cumulative Percent Very unhappy No comments Normal Valid Satisfied Very satisfied 10 14 34 38 98 Total 2.0 10.2 14.3 34.7 38.8 100.0 2.0 10.2 14.3 34.7 38.8 100.0 2.0 12.2 26.5 61.2 100.0 1.3.7 Vietinbank Frequency Percent Valid Percent Cumulative Percent Valid Very unhappy No comments Normal 17 44 4.1 17.3 44.9 4.1 17.3 44.9 4.1 21.4 66.3 Satisfied 33 98 Total 1.3.7 ANZ 33.7 100.0 33.7 100.0 Frequency Percent Valid Percent 100.0 Cumulative Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 1.3.7 Techcombank 45 28 21 98 1.0 3.1 45.9 28.6 21.4 100.0 1.0 3.1 45.9 28.6 21.4 100.0 Frequency Percent Valid Percent 1.0 4.1 50.0 78.6 100.0 Cumulative Percent Very unhappy No comments Normal Valid Satisfied Very satisfied Total 16 40 33 98 4.1 5.1 16.3 40.8 33.7 100.0 4.1 5.1 16.3 40.8 33.7 100.0 4.1 9.2 25.5 66.3 100.0 1.3.8 A Frequency Percent Valid Percent Cumulative Percent Rất khơng hài lịng Khơng có ý kiến Bình thường Valid Hài lòng Rất hài lòng Total 1.3.1 A 1.3.1 B 1.3.1 C 1.3.1 D 1.3.1 E 1.3.2 A 1.3.2 B 1.3.2 C 1.3.2 D N 98 98 98 98 98 98 98 98 98 5.1 5.1 5.1 6.1 6.1 11.2 18 18.4 18.4 29.6 36 36.7 36.7 66.3 33 33.7 33.7 100.0 98 100.0 100.0 Descriptive Statistics Minimum Maximum Mean Std Deviation 3.63 1.562 3.99 843 3.88 1.151 3.65 1.261 3.89 1.130 3.65 1.046 4.09 953 3.94 1.053 3.67 1.082 1.3.2 E 1.3.3 A 1.3.3 B 1.3.3 C 1.3.3 D 1.3.3 E 1.3.4 A 1.3.4 B 1.3.4 C 1.3.4 D 1.3.4 E 1.3.5 A 1.3.5 B 1.3.5 C 1.3.5 D 1.3.5 E 1.3.6 A 1.3.6 B 1.3.6 C 1.3.6 D 1.3.6 E 1.3.7 A 1.3.7 B 1.3.7 C 1.3.7 D 1.3.7 E 1.3.8 A 1.3.8 B 1.3.8 C 1.3.8 D 1.3.8 E Valid N (listwise) 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 98 1 1 2 1 2 1 1 1 1 1 1 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 3.98 4.18 4.19 3.97 3.97 3.98 4.19 4.19 4.18 4.16 4.17 3.57 3.98 3.79 3.78 3.99 3.99 3.97 3.98 3.56 3.58 3.78 3.98 4.08 3.66 3.95 3.88 3.99 3.95 3.87 3.94 995 778 821 947 1.188 1.045 755 833 817 728 825 1.094 1.093 1.028 936 902 1.180 1.020 1.074 931 1.354 1.099 1.065 821 885 1.039 1.105 1.214 1.009 991 940 ... revenues from these services, so the expansion of the retail operations of banks is essential to bring revenue to the bank services including development issues are concerned card services deployment... have also spent a lot of expenses, including: The cost of machinery equipment for CAU: These are expenses related to fixed assets of the bank With the increasing development of science and technology,... convenient method as bank cards Economic Environment The development of the economy affects the development of the bank card Because the economy developed, income, standard of living of the people