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

SLIDE MEASURES TO DEVELOP PAYMENT CARD SERVICES AT BIDV, HANOI BRANCH Thái Nguyên, 2013  Introduction  Theoretical basis to build the solution  Analysis on the status of card services  Results of the analysis  Solution development services card  Conclusion & FAQ Measures to develop payment card services at BIDV, Hanoi branch  Vietnam joined the WTO  Bank card payment became modern civilization without using cash  Development card services to reduce the proportion of the population means, bring utilities to the people The author choose the topic “Measures to develop payment card services at BIDV, Hanoi branch” Measures to develop payment card services at BIDV, Hanoi branch MEASURES TO DEVELOP PAYMENT CARD SERVICES AT BIDV, HANOI BRANCH The solutions: Theoretical study of development card product , VISA card of BIDV Hanoi The problem in developing card services Proposals for the development of card services to meet customer needs Measures to develop payment card services at BIDV, Hanoi branch Measures to develop payment card services at BIDV, Hanoi branch I INTRODUCTION II CONTENTS Chapter I Theoretical Basis Chapter II : Status of card products development at Banks for investment and development in Hanoi Branch (BIDV Hanoi) Chapter III Solution & Conclusion Measures to develop payment card services at BIDV, Hanoi branch The concept of card products & card services PRODUCT • The product concept • Products meet customer needs BANK CARDS AND OTHER CARDS SERVICES • The concept of bank cards •Card services Measures to develop payment card services at BIDV, Hanoi branch Factors affecting the quality of cards service INTERNAL FACTORS: •Human •Financial capability, technology •Development Orientation EXTERNAL FACTORS: •Residential Environment •Economic Environment • Technology Environment •Competitive environment Measures to develop payment card services at BIDV, Hanoi branch INTRODUCTION OF BIDV HA NOI Full Name: Bank for Investment and Development of Vietnam JSC Hanoi Branch Address: No Le Thanh Tong Hoan Kiem, Hanoi History of establishment and development Measures to develop payment card services at BIDV, Hanoi branch Business activities & funding Unit: billion Chỉ tiêu 2009 2010 2011 2012 Tổng nguồn vốn huy động 6.170 7.250 7.809 8.399 Theo nguồn huy động 2.480 3.160 3.594 3.884 Từ dân cư 2.480 3.160 3.594 3.884 Từ tổ chức 3.690 4.0 90 4.215 4.515 10 Measures to develop payment card services at BIDV, Hanoi branch Status of business cards CARD PRODUCT Domestic debit cards, ATM cards Visa Credit Cards Master Credit Card 12 Measures to develop payment card services at BIDV, Hanoi branch Status of business cards  The number of customer opening bank accounts is big The number of ATM cards is 50% of customers The number of VISA cards is still very low at 1% of customers Payment systems such as ATMs, POS is litter Revenues from fees of services start increasing 13 Measures to develop payment card services at BIDV, Hanoi branch Results of business cards The number of customers using cards of BIDV Hanoi Source: Report on the business results of the branch Measures to develop payment card services at BIDV, Hanoi branch 14 Some results of the Card Services business Unit: Millions VND Target 2009 2010 2011 2012 Net income of card service 601.120 758.951 1.121.700 1.601.967 Revenue through POS 101.298 202.291 398.654 701.297 Target 2009 2010 2011 2012 Number of ATM (accumulated) unit 22.587 32.654 35.618 41.427 The number of individual customers 45.520 59.110 63.150 69.120 Source: Report on the business results of the branch 15 Measures to develop payment card services at BIDV, Hanoi branch Number of ATM, POS, CAU 16 Measures to develop payment card services at BIDV, Hanoi branch SWOT Analysis OPPORTUNITIES Economic problems make weak banks does not survive As a strong bank BIDV has the product policies THREATS Economic crisis Many foreign banks in Vietnam, Competition banks among 17 Measures to develop payment card services at BIDV, Hanoi branch SWOT Analysis WEEKNESS STHENGTHS Formerly a bank state There are crowded staff Large customer base Prestige, brand of BIDV is in local and international Human Resources, Technology Old corporate culture Developing new services 18 Measures to develop payment card services at BIDV, Hanoi branch Analysis of the competitive environment No Criteria The quality of the service card (purchase, payments and withdrawals ) BIDV VCB Vietin ANZ Tech 3.63 3.99 3.88 3.56 3.89 Quality of card services (bill payment, telephone, insurance,) 3.56 4.09 3.94 3.67 3.98 Technical Features 4.18 4.19 3.97 3.97 3.98 The procedures and time card issue 4.19 4.19 4.18 4.16 4.17 3.57 3.98 3.79 3.78 3.99 Quality after sales service Hanoi Cost of card 3.99 3.97 3.98 3.56 3.58 Network of payment 3.78 3.98 4.08 3.66 3.95 General assessment of service quality card 3.88 3.99 3.95 3.87 3.94 Measures to develop payment card services at BIDV, Hanoi branch 19 Analysis of the level of customer’s satisfaction  No Criteria Transactions of bank employees N Mean 98 3.78 98 3.83 98 3.89 98 4.19 98 3.98 98   Ability to solve problems and customer questions And professional staff The service attitude of staff General assessment of staff Valid N (listwise)   Measures to develop payment card services at BIDV, Hanoi branch 20 The results of analysis of secondary and primary data Card service quality is low unsatisfied customer demand The network of payments is small The card service has not diversity Card products are not plentiful Staff is not professional 21 Measures to develop payment card services at BIDV, Hanoi branch Measures improve the quality of card service  Installing more ATMs, POS, serving 24/24 h  Promote the development of Card technology: Consistent with the world  Professional Human Resource Development  Diversification of card products such as: VISA debit card, co-branded Card 22 Measures to develop payment card services at BIDV, Hanoi branch Measures improve the quality of card service  Develop BIDV image by a variety of good products and service Developing young leaders sources Strengthening professional training Strengthening risk prevention 23 Measures to develop payment card services at BIDV, Hanoi branch With BIDV Develop business strategies oriented system: Promoting the role of Vietnam National Financial Switching Joint – Stock Company (BankNet) Standardize the transaction and the physical manifestation related to bank Card services Strengthening Network Security 24 Measures to develop payment card services at BIDV, Hanoi branch Our theoretical understanding of the role of quality in the card service Lesson learned for myself I look forward to receiving comments for thesis for more complete, and further studies in the same field 25 Measures to develop payment card services at BIDV, Hanoi branch 26 Measures to develop payment card services at BIDV, Hanoi branch ... develop payment card services at BIDV,  Hanoi branch” Measures to develop payment card services at BIDV,  Hanoi branch MEASURES TO DEVELOP PAYMENT CARD SERVICES AT BIDV,  HANOI BRANCH The solutions:... develop payment card services at BIDV,  Hanoi branch INTRODUCTION OF BIDV HA NOI Full Name: Bank for Investment and Development of Vietnam JSC Hanoi Branch Address: No Le Thanh Tong Hoan Kiem, Hanoi... develop payment card services at BIDV,  Hanoi branch With BIDV Develop business strategies oriented system: Promoting the role of Vietnam National Financial Switching Joint – Stock Company (BankNet)