Developing of e banking services at BIDV bac ha branch

Professional bachelor degree in Finance-Banking-Insurance (Customer relationships management) WORK PLACEMENT REPORT Joint stock commercial bank for Investment and Development of Vietnam Slogan: Sharing opportunities - successful cooperation PROJECT REPORT DEVELOPING E-BANKING SERVICES OF BIDV-BAC HA BRANCH Names of student: University year: DAO Le-Phuc 2019-2020 Tutor at TMU: Mrs.NGUYEN Thi-Minh-Thao Tutor at USTV: Marie-Josée Cambreling Tutor at (Company): Mrs.NGUYEN Thi-Vui Hanoi – 2020 TABLE OF CONTENTS LIST OF TABLES LIST OF FIGURES ACKNOWLEDGEMENTS During the internship and research at the Bank for Investment and Development of Vietnam – Bac Ha Branch, thanks to the support and consultation of the credit officer, customer transaction staff, thanks to the enthusiastic guidance of Mrs.Nguyen Thi Minh Thao, I have added knowledge of the basic operation of the Bank in general and products of ebanking services in particular at the bank I have months of learning, access to a wide range of banking services and access to clients at the bank, understand and grasp the needs of customers Combining the knowledge and reality learned on the school, along with the effort of myself helped me complete essays This is also an opportunity for me to accumulate knowledge and experience for my future work However, in the course of the internship and the thesis, I had a lot of trouble and embarrassment due to the lack of knowledge and experience, as well as due to the Covid-19 translation that caused a lot of my work to be limited, so I look forward to receiving sincere, objective reviews from teacher so that my thesis is perfected and better Through that, I want to give sincere and profound thanks to administrators of the University of Commerce and the University of Toulon Var for allowing me to experience the necessary knowledge completely in a healthy and rewarding environment This is a great opportunity for me to study and navigate for future work I would also like to thank the faculty of Finance – banking teachers who have trained, guiding me with their precious knowledge for me throughout the time I study at school In particular, I express my profound gratitude to my dissertation instructor- Mrs.Nguyen Thi Minh Thao for helping, guiding and correcting the flaws that help me accomplish my thesis At the same time, I thank everyone who has all the employees working at BIDV- Bac Ha branch and Mrs Nguyen Thi Vui, Mr Nguyen Vinh Hung and all members of the transaction office in particular have guided enthusiasm for me during my internship at BIDV- Bac Ha Branch I hereby assure the figures in my thesis are true I sincerely thank you! INTRODUCTION In recent years, Vietnam's economy has made positive transitions, in line with the development of the world All sectors of the economy have made new steps boldly, strongly and have also achieved certain success The 4.0 revolution broke with the appearance of new technologies In order to survive and develop Vietnamese banks have the best efforts to keep pace with the banking process, besides the completion of traditional services, gradually exploiting and access to modern banking applications, digital technology, continuous improvement, diversification , improving the quality of its services, meeting the requirements of enhancing competitiveness, integration and development, help users can automate consumer financial services, bring solid and low risk turnover, and increase the level of trust and attracting customers , retain customers ' use of the services of the bank In Vietnam, since integration with the world economy, some banks have successfully adopted the inclusion of technology into customer service; among them the first bank to pioneer in the field of ebanking is BIDV Established in 1957, BIDV Bank always has the key role in the Vietnam banking system E-Banking service is also quite new in Vietnam, but with the strong development of information technology, this will surely be the mainstream services of commercial banks in the future Most of the domestic banks are now actively developing this service, but many have not yet removed For the bank of Bidv-Bac Ha branch, the new branch was established in late 2016.However, compared with the affiliated branches of BIDV in the area of Ha Noi , BIDV-Bac Ha branch is still a small branch, operating time is nearly years, so for sustainable development, business banking e-service needs to improve reliability, satisfaction level, affirmation of the trademark of BIDV and capture the needs of customers for BIDV's e-banking service Prior to the actual situation in Hanoi, the assessment of electronic banking services at BIDV-Bac Ha branch to find the right solutions to develop electronic banking services to better meet customer demand is the urgent requirement is being laid out From that practice I boldly selected the topic " Developing of E-Banking services at BIDV-Bac Ha Branch” PART 1: OVERVIEW OF BIDV AND THE INTERNSHIP • 1.1 Company: 1.1 Overview of BIDV Name: Joint Stock Commercial Bank for Investment and Development of Vietnam • Mission: • BIDV always accompanies, shares and provides the best modern and financial services to • customers; Commitment to bring the best value to shareholders; create a professional working environment; friendly; career development opportunities and worthy benefits for all employees; and a pioneer bank in community development activities Vision: • BIDV becoming is a leading financial, banking and quality corporation in Vietnam Core values: • Customer-driven - Innovative development - Professional innovation - Social responsibility Quality and reliability Slogan: "Sharing opportunities - successful cooperation" • BIDV's brand awareness colors are three colors: Blue, Red (M: 100; Y: 100) and White In - • - • • • - which: Blue is a symbol of the future, hope and development Red is the color of the national flag of Vietnam and also the color symbolizing strength, enthusiasm and passion White is the color that represents transparency and integrity - the basic value of the banking industry This is also the foundation for the principles of action, the inspiration that BIDV wants to convey to officials, shareholders, customers and the community BIDV's position: BIDV has always been a pioneer bank in implementing major economic policies and monetary policies of the Government and the State Bank of Vietnam; has the scales of total assets, charter capital, distribution channel network, outstanding loans, and capital mobilization among the Top largest banks in Vietnam Scope activities: Bank, Insurance, Securities, Financial investment Achievements: Labor Medal of First, Second, Third Class ; Medal of Independence; Ho Chi Minh Order Medal of Laos and Cambodia State for collectives and individuals in BIDV System: The title of Labor Hero in the renovation period Top 1000 best banks in the world according to The Banker's ranking (from 2010 to present) Top 100 best banks in Asia by FA ranking (2007 to present) Source: http://maf.vn/ngan-hang-tmcp-dau-tu-va-phat-trien-viet-nam-bidv.html 1.2 Overview of BIDV-Bac Ha Branch 1.2.1 Overview of host firm Figures 1: BIDV branch image and directions map to BIDV-Bac Ha branch • With the approval of the Governor of the State Bank of Vietnam in Official Dispatch No 2821 / NHNN-TTGSNH dated April 21, 2016, the Bank for Investment and Development of Vietnam (BIDV) will officially launch its Bac Ha Investment and Development Joint Stock Commercial Bank since October 10, 2016 Full name: Joint stock commercial bank for Investment and Development of Vietnam - Bac • • Ha branch Abbreviated name: BIDV Bac Ha branch Head office's address: 789 Corporation Office Building, No 147 Hoang Quoc Viet Street, • • • Nghia Do Ward, Cau Giay District, Hanoi City Phone: 043.7622222 / 043.6722222 - Fax: 043.6800000 Establishment decision: No 1431 / QD-BIDV dated May 13, 2016 Business registration certificate: No 0100150619-213 by the Department of Planning and • Investment of Hanoi City on October 4, 2016 Business activities: Trading in currency, credit, banking services and other activities stated in • the Regulation on organization and operation of the branch of Joint Stock Commercial Bank for Investment and Development of Vietnam BIDV-Bac Ha branch is a grade-I branch, branch number is 118, under Vietnam Bank for Investment and Development, and is the legal representative of Vietnam Bank for Investment and Development with a child Stamp, have a summary of assets, dependent accounting in the system of Joint Stock Commercial Bank for Investment and Development of Vietnam Source: Internal issue document of BIDV-Bac Ha branch Director Director Deputy Deputy Director Director 1 Operational Operational Blocks Blocks Department Department of of customer customer transactions transactions Risk Risk management management Blocks Blocks Risk Risk Management Management Department Department Internal Internal management management Blocks Blocks Internal Internal Management Management Division Division Deputy Deputy Director Director 22 Deputy Deputy Director Director 33 Wholesale Wholesale Blocks Blocks Retail Retail Blocks Blocks Corporate Corporate Customer Customer room room Credit Credit Management Management Department Department General General Planning Planning Department Department International International Payment Payment Department Department Finance Finance and and Accounting Accounting Individual Individual customer customer Room Room Customer Customer Relationship Relationship Offices Offices Department Department Directly Directly dependent dependent blocks blocks Credit Credit Trung Trung Yen Yen Transaction Transaction NonNon- credit credit Nghia Nghia Tan Tan Transaction Transaction Administrative Administrative department department Service Service Management Management and and Treasury Department Department Treasury Computing Computing Department Department Figures 2: Organizational structure and departmental diagram of BIDV- Bac Ha branch 1.2.2 Business result Table 1: The results of business activities in 2019 of BIDV- Bac Ha branch Unit: Billion dong No Criteria Profit before tax 2017 2018 2019 15.24 34.11 85.8 Growth % 20182019 151.53% Calculate the annual growth rate 137.27% Outstanding Credit 1978.8 2,390.3 3,188.9 33.41% 26.94% Balance Capital mobilization at the 2,039.5 2,962.1 3,671.9 23.96% 34.18% end of the period Average capital 1,961 2,478 3,284 32.53% 29.40% mobilization Outstanding credit balance 501.31 628.40 741 17.92% 21.57% at the end of the retail period Business Management 31.7 48.15 41.50 -13.81% 14.41% Cost Source: Summary report of the business results of BIDV-Bac Ha branch in2018,2019 10 https://thebank.vn/blog/14859-dich-vu-ngan-hang-dien-tu-hien-nay-xu-huong-phattrien-tat-yeu-cua-thoi-dai.html  Through the SWOT model, we can see that: E-banking is the trend of the future In the process of transforming and developing ebanking, digital payment service will continue to be one of the fastest services The strongest growth rate, especially in emerging and developing countries, contributes a significant part to the development of the bank, so capturing the market and customer needs can help is an important factor for BIDV to enhance and develop its digital banking service With a large database of customers using BIDV's services along with BIDV's achievements as well as investments in technology and training employees in the digital banking field, they can see the determination of BIDV Center in changing customers' perceptions and habits Table 6: Combining the elements of the SWOT matrix Coordination S/O (S1,S2,S3,S5,S6,S7,S8,S9,S10 + O1,O2,O3,O4) E-Banking service is the trend of the future, during the transformation and development of electronic banking, the digital payment service will continue to be one of the services with the most robust development speed, especially in emerging and developing countries, it contributes a small part to the development of the bank, so getting to know the market and customer demand can be an important factor for BIDV to enhance and develop its digital banking service With a large database customers are using the service of BIDV along with the achievements of BIDV gain as well as investing for technology and training staff in the field of digital banking can see the determination of BIDV in changing the perception and habits of customers Coordination S/T (S1,S2,S3,S4,S5,S6,S7,S8,S9,S10 + T1,T2,T3,T4) According to new trends by Governments and state banks proposed to promote online payments, trade restrictions and cash usage, BIDV is constantly changing and deploying incentives to endeavor to change customers ' habits, encouraging customers to use the digital banking service of BIDV BIDV has big brand and prestige of Vietnam, BIDV has a team of qualified employees and professional leadership, understand the 46 Coordination W/O (W1,W2.W3,W4,W5,W6 + O1,O2,O3,O4) With the current development situation of Vietnam, e-banking service is a bright spot for all banks to exploit People use telephones and more electronic devices, banks gradually make the difference to attract customers to use the service of the bank, BIDV is one of the banks to seize the earliest customer demand, the pioneer in the implementation of electronic banking service , integrate and diversify the products of the service However due to being a pioneer bank, BIDV takes time to receive customer feedback to better improve technology, utilities and optimize costs, while having better marketing strategies to be able to impress and navigate to all customers Thereby, bringing the best experience to customers Coordination W/T (W1,W2.W3,W4,W5,W6 + T1,T2,T3,T4) With a history of development for more than 60 years, BIDV is one of the oldest banks in Vietnam, BIDV has a large number of customers to use, is a bank with the largest brand in Vietnam, therefore BIDV has a higher credit level than small commercial banks as well as foreign banks Not only that , BIDV has a machine and technology is extremely advanced, ensuring the safety and confidentiality of information for customers However, in order not to lose demand of the market, BIDV always constantly improve technology and technical, receive customer contributions to overcome the bugs still exist , implement services tailored to customer needs market share in the field of digital banking, BIDV faces many challenges of service costs as well as some technologicaltechnical problems or usage habits of the customer, as well as marketing campaigns that rarity of domestic banks or foreign banks BIDV needs appropriate orientation, there are reasonable incentives to keep your market share in the field of digital banking Comment:  The government's incentive to use cashless payment policies and the State Bank of Vietnam  • •   •   • has boosted the demand for digital services, which is an opportunity for BIDV and BIDV Bac Ha branch to developing Vietnam's economy is growing more and more stable, more and more people have access to smart electronic devices, higher demand for food and drink consumption, and the market share of e-banking services is expanding Digital banking is gradually becoming a personal necessity Attracting customers to use e-banking services is not difficult for banks; however, to be able to compete and gain a foothold in the market, all banks in Vietnam have to make efforts to make a difference compared to the rest of the competition Therefore, the development of electronic banking services is the necessary and important job of BIDV in the digital technology era 2.4 KPI and KPR 2.4.1 Key performance Indicator – KPI Currently, the branch has more than 75.000 individual customer payment accounts, but the account number has a balance of less than 50,000 VND is 9,834 accounts, accounting for 13.12% of the total active accounts in the branch Customer sales of e-Banking service of officer in the previous branch is 420 business customers and 7800 individual customers KPI for credit tellers and e-banking services: New customers: 680 new customers /week E-banking service: 600 new customers /week Personal customer: 570 customers /week Business customers: 30 customers /week Card service: Debit card: 350 cards / week Credit card: 150 cards / week Number of customers who are using and want to terminate the service: maximum of 32 • • customers / month, customers / week Transactions over billion VND: transactions / week Number of transactions proposed to increase credit limit: transactions / week • • • 2.4.2 Key performance results – KPR Guardian: Mr Nguyen Vinh Hung and Ms Nguyen Thi Vui After months of training at the branch, I have obtained some results: Number of transactions at the bank: 1600 customers New account number: 1420 accounts 47 • • • Number of new customers registering for electronic banking services: 940 customers Transaction number related to card services: 1200 customers Number of customers ending service at the branch: 12 customers • 2.4.3 Assessment and recommendations To the bank: First, BIDV needs to have a strategy to diversify products and improve service quality, build • a complete product / service portfolio, many utilities, standards, quality, high technology.There are attractive features compared to products on the market to make a difference in competition The design of services and products is based on simple, friendly and accessible procedures and procedures flexibly meet the needs of customers Develop service packages to provide each target audience To strongly develop card acceptance and payment points (ATM, POS) in the direction of key investment and enhance the linkage of bank net and smart link payment systems Building electronic payment gateways ( alliance with partners) to serve e-commerce Secondly, invest in technology and security policies To meet the increasing demands of • customers for internet banking services, in the field of technology, BIDV needs to continue investing in activities related to technical and information technology, creating its own strengths by technology, constantly invest in network infrastructure development, upgrade and expand the transmission line with broadband, large capacity, high speed, minimize network congestion affecting the quality of services, overcome some outstanding issues such as transaction interruptions, system errors in the process of investing in equipment and installing software Thirdly, the strengthening of the linkages between banks and the technology • manufacturers need to be focused and promoted In addition, BIDV also needs to strengthen technology cooperation with technology manufacturers, regional and global financial and banking organizations, and enlist the multi-faceted support: financial, technical, experience to gradually improve the technological level and information technology application of BIDV Fourthly, the management agencies need to develop and complete the policies and the • system of legal documents to manage more closely manage online business activities and serve as a basis for resolving disputes between banks and customers, when incidents of transactions occur on internet banking services; develop common standards and legal bases for electronic documents, electronic signatures and electronic certifications Finally, the focus on marketing strategies and incentive policies should be considered At • the time all banks have implemented e-banking services, attracting customers in many ways such as discounting on services, discount vouchers… BIDV also needs to create as there are different ways to approach customers, optimize service fees, have many sales programs, incentives, valuable gifts to create highlights and help many customers Customers can approach to e-banking services of BIDV To the branch First, in order to gain the trust of customers, branch need to perform well customer care, professional working style, fast, considerate service attitude When customers If they are 48 • satisfied, they will stick with the bank for a long time and introduce many new customers The branch provides telephone hotline to receive customer complaints and inquiries The branch specifies the time to resolve cases and notify customers Branches should develop a separate policy for customers who regularly use banking services such as accumulating points to receive incentives Second, continue to develop and invest in infrastructure and technology Banks need to • invest in infrastructure development to create comfort for customers when making transactions Not only that, in order to meet the increasing demands of customers for ebanking services, in the field of technology, BIDV needs to continue focusing on investing in technology of data security and safety advanced technology, at the same time, BIDV also needs to pay more attention to service quality, especially the confidentiality and authentication of information in order to create trust with customers Thirdly, find a solution developing more marketing methods, bringing products to • customers Marketing, communication and product promotion activities have not been regularly and widely implemented by branches A number of products delivered by the Headquarters but the branch have no deployment strategy Therefore, in the near future, branch need to provide a variety of electronic banking services to meet customer needs and improve competitiveness in the business area To increase product supply, branch need to expand marketing channels, strengthen cross-selling activities to bring products to customers quickly and effectively The branch strengthened the letter of introduction of the service by post, via email and directly to the units for marketing In addition, branch can perform through channels such as: through credit officers, tellers; computer system at the counter; leaflets, banners; the media; customer conferences and strengthening activities to enhance the prestige and brand name of the branch Currently, most banks provide e-banking services, customers have difficulty to selection and evaluate the quality of service, therefore, BIDV Bac Ha branch needs to create its own marketing strategies to increase market share in the banking sector Fourth, improving the quality of human resources for e-banking business activities.In the • current competitive context, to satisfy the increasing and diversified demands of customers, it is necessary to improve the quality of human resources Staff must quickly grasp all issues related to operations, constantly update the change of products, the ability to handle work quickly and accurately; have sales skills to adapt to all types of customers in all cases to increase revenue from e-banking services Fifth, flexible in service fees and incentives Flexibility in service fees is a factor to create competitiveness, attract customers and increase the efficiency of e-banking services Because the impact of financial benefits is very large in decide to use banking services of customers Last time, the branch applied a common fee for all customers Therefore, in order to enhance the competitiveness of the branch, it is necessary to be flexible in the service fee, have incentive policies for loyal customers and set up preferential programs and gratitude for BIDV's customers - Bac Ha branch 49 • Finally, BIDV should coordinate with its partners to promote more payment services: paste payment QR at milk tea shops, clothing stores, shopping malls or associates with businesses in regional, account opening and payment through BIDV system If possible, this will create a habit for customers to use digital technology, and develop a new number of new customers use the service 50 PART 3: INTERNSHIP ASSESSMENT 3.1 The difficulties encountered 3.1.1 Analysis the difficulties encountered  There are many problems encountered during the thesis process: • The first thing is the problem of finding documents Data comes from many different sources • such as books, newspapers, internet or banks provided Not only that, not all the information I access is accurate Reading too many documents, if not selected, can make my dissertation spread, lengthy, not clarify my thesis topic, make readers find it difficult to understand or unable to receive all the information I want to convey Secondly, using the survey form made me have a lot of trouble First of all, selecting • questions and answers for my topic, information that may be unnecessary or irrelevant to my dissertation topic, unreasonable survey questionnaire can lead to incorrect conclusions about the development of electronic banking services In addition, in the survey, some customers did not complete all the answers, causing the survey results to be wrong Tuesday, the internship time at the bank was very dense, resulting in arrangements My • dissertation time and other jobs are quite limited, some problems I encountered such as having to take leave to go to school to submit mid-term reports, changes time to practice Fourthly, without any knowledge about the job, during the internship, when I was in contact • with clients, there were many risks when not having the skills and expertise such answering the customer's questions, posting Service registration for customers confused, consulting services for customers can make customers unhappy unprofessional service quality Finally, before covid-19, the number of customers traded reduction, I hadn't a lot of as: not is still due to time to approach and experience firsthand the business, the disease covid-19 caused the number of customers to go to the bank decreased, I had a little opportunity to interact and reach more customers  Express your thoughts, the possible leads of action: • First, I need to find out information correctly, collect reputable documents such as documents • provided by banks, documents in specialized magazines or dissertations Instructors after the test Improve your writing, reading and analytical skills so you can choose the most appropriate content to avoid distractions Secondly, before the survey, I needed to find out and consider before putting the question into • the survey, analyzing to find the best questionnaires to understand the needs of customers Not too many questions because it can cause customers to discourage when responding In the wrong metrics caused by some customers who not fill in the information, I need time to refilter all the questions to search for the missing or wrong survey to remove, thereby giving the most accurate figures, serving for the development of BIDV's electronic banking service Thirdly, I have to redistribute the time between the internship and other work, I can the • thesis and weekends and readjust the time to the bank, can go to the offset on the days I don't stay Fourth, I need to improve my communication skills, get more knowledge about banking and e-banking services before meeting with customers, learn all information relating to 51 • subscription services as well as some common issues to be able to support and advise the most accurate for customers, it is also an important factor in the process of making my thesis Finally, I can learn and receive more about the other tasks of the teller, at the same time I have • more time to learn more about BIDV's e-banking service, which can be an opportunity for me to grasp the knowledge learned to be able to respond to customers when they need 3.2 Internship gained Knowledge and Experience gained: In the project, I learned many lessons: Firstly, we had the opportunity to learn and learn about the professional environment as well • as BIDV's products and services, especially e-banking services .I had a better experience with a number of positions in a bank branch, especially the position of a teller and a customer take care of customer Secondly, I had the opportunity to interact with the real banking environment, it helped us • improve banking knowledge and access to the new environment, I also learned about the procedures and procedures for registration services as well as direct interactive product advice to customers At the same time, I was able to observe and learn conduct of the bank staff when communicating with guests It was a great opportunity for me to get used to the environment banking, practice the knowledge I learned in books and documents, learn practical knowledge, learn about the policies, incentives, products of e-banking services in particular and BIDV's services in general Thirdly, I have improved my working style Banking environment is not like school • environment When practicing at BIDV, I found the working style extremely serious BIDV's staff are very enthusiastic and highly specialized, for any customer, whether fastidious or comfortable, they are extremely enthusiastic to advise, including customers come nearly the end of the working hours, they are still happy I learned a lot about working styles like them when I was fortunate to have the opportunity to practice at BIDV - Bac Ha branch I learned carefully from simple tasks like sorting service registration form, card classification In short, personal practice has allowed me to learn a lot more about the professional working style at the bank Fourthly, I learned about e-banking services, access to products and services and its • importance in the 4.0 era, I know more about the outstanding features of the service as well as real current and future consumer needs in the digital field Thursday, I learned how to manage my time and be proactive at work When there are issues I • don't understand, I will self-study or ask for help, I know how to balance and arrange a reasonable time for tasks, prioritize important tasks first, and then divide the time appropriately for the next task Finally, after the internship, I found my communication skills and confidence improved I know the communication to satisfy customers, I know how to advise customers on products related to electronic banking services I also know how to handle and contact customers to get things done more easily and smoothly 52 In short, through the internship, I gained more knowledge and experience, I learned real-world jobs and worked in a professional environment, interacted with customers these are experiences valuable that I get in the process of implementing the project Skills improvement In order to perform banking activities, I need some skills:  Listen: Listen to customers from there to make reasonable advice to customers Listen to advice, suggestions from colleagues, superior, and overcome the limitations of self-help Respect: Always respect the customer; not have the hot attitude with customers Talk: The attitude of talking is always enthusiastic, polite and professional  Planning and Time management Planning: This is an essential skill to implement a project I need to plan specifically for each job, to avoid cases where there are very spare time periods, but there are also periods of dense work Time management: I divide up time on important tasks before then to other tasks By arranging jobs with priority order, avoiding distracting elements while working as social networking applications, personal phones, surrounding space A reasonable time management will help me get more work done while better performing tasks  Soft Skills Soft skills are one of the skills needed to support me at work After implementing the project, I learned some soft skills such as Word, Excel, power points, communication skills, and behavior It supports a lot in the process of working and writing dissertations  Data Analysis Skills In the process of searching for data, there are a lot of unnecessary or inaccurate data, so the task of finding and analyzing data is extremely important, data is accurately and selectively analyzed to make dissertation work easier and more accurate 3.3 Career plan • Short-term I’m as a new employee to the school and work in the field I always set out for my career the goals short term and long term I have always set out the principles to be able to accomplish the objectives that have been set Currently, I've got a list of objectives to be achieved after graduation:  First, I'm hoping I'll pass this dissertation protection round  Second, although my ability to use my office information is quite good, but in the near future I will take the time to learn and take the advanced Certificate of information, I believe that in the 4.0 era, technology is prioritize; this Office information tool will support me a lot in work  Next, to match the work at the bank I need to cultivate a lot of soft skills and communication skills, so I want to develop the ability to communicate more personally Next time I will arrange the time to join a number of courses in soft skills as well as actively cultivate the knowledge of practical communication through his work  I would like a job at BIDV Bank, I used to the trader at Banks is MSB and BIDV, so I have experience with the position of the teller; I know how to talk and advise the service pack 53 for customers Therefore, when I graduated I still want to start from the bank's teller position, I think I can this job for 1-2 years I want to quickly integration into the working environment in the fastest way It is necessary to understand, grasp and adapt to the new working environment in order to be able to work with better performance, completing the tasks that are best delivered in a way that delivers the expected results • Medium-term  I have a foundation as an international associate student, there is an advantage of English than the regular students, so I want to increase my advantage by learning to master, accounting majors, I think Masters can be a chance for me to reach more quality jobs At the same time I will also study an additional course at UB Academy With my experience and knowledge, I wish I could be weighed up to a higher position  I wish that in 3-4 years, I can take over the bank's internal audit I am a full and careful person, I am suitable for a job that requires meticulousness, I have worked on part-time work on sales, finance, insurance, and know some foreign languages such as English, Japanese Moreover, during my studies at university, I was trained in management skills, team leadership and I myself felt very honest and careful in accordance with these works In the coming time, one of the things I care about and certain to is learning; learn to cultivate knowledge of management, to serve my work in the best way • Long-term  My long-term goal is to develop and achieve achievements in a particular job that can be completed 100% or more of the company's KPI, I want to be able to get the trust and credibility to be able to get higher job positions, I know to achieve this it takes years of work and I am always ready to work hard to achieve the objectives that are  Become a qualified, professional and high-skilled person to devote the best to the development of the company, the bank  Financial freedom, self-awareness, spiritual, comfortable in social activities  Building a family on a successful, happy family platform  Build diverse customer networks, partnership partnerships and get the credibility of superior, colleagues, employees, customers 54 CONCLUSION In the trend of international economic integration and information technology boom today, meeting the demands of fast and convenient trading of customers is indispensable requirements In Vietnam, there are many opportunities and potential for commercial banks to develop products and services, the benefits of providing electronic banking services are enormous not only for customers, banks but also for the economy, thanks to the utility, fast, accurate and secure The success that the World Bank system has achieved with the predominant feature of the electronic banking service can confirm the construction and development of this service is a right direction The appearance of major banks in the country and abroad with capital and technology, high experience is actively active in Hanoi will be the challenge as well as pressure for BIDV-Bac Ha branch In order to integration with the regional and world economy, BIDV in general and BIDV-Bac Ha branch in particular need a dedicated effort to expand the scale, improve service quality and improve technology to meet the needs of customers In recent years, BIDV's e-banking service has achieved certain results with products that create prestige and brand in the market, receive trust from customers However, as the society grows, the service is increasingly diversified; BIDV needs to implement many diverse utilities to satisfy the needs of all customers Therefore, development of electronic banking services is the urgent and important job to BIDV-Bac Ha Branch Create trust and attention of customers, attract customers access to modern services To develop electronic banking services requiring the changing efforts of BIDV but also need active support from the State Bank, the government involvement of the whole commercial banking system BIDV-Bac Ha branch is experiencing time changing time but promises many success in the process of innovation and development, in which BIDV-Bac Ha Branch is aware of the need technological innovation, development services in both width and depth is the opportunity to reach the success of the branch Hopefully in the near future, with the potential of the service of electronic banking in Vietnam as well as in the world, plus the trading strategy and reasonable marketing and efforts of BIDV-Bac Ha branch, BIDV can expand market share in the field of digital banking, creating prestige with customers, changing customer habits, helping customers get access to innovative technologies, simplicity and digital transactions, making transactions happen safer, easier and more secure Thereby, find a solution promoting the business of E-banking services in BIDV, expanding the market share of BIDV in the Vietnamese market and the world With the research objectives of the thesis is the synthesis of reasoning, analysis, assessment of the situation and the implementation of solutions and recommendations for the development of electronic banking services, contributing to improve the competitiveness of branches in the area Thereby, the evaluation of the face gains, limitations and limited causes in the business of electronic banking services From there, propose solutions and recommendations to develop electronic banking services at BIDV-Bac Ha branch, improve competitiveness and affirm the position of branch in the area In addition to the results achieved, the subject has some limitations such as: The survey of customers with small 55 sample scale, the ability to generalization is not high; Investigation activities reach customers experiencing restrictions due to some customers who have not really been interested in answering survey questions, caused by disease, lack of experience and some other shortcomings So I was very eager to get your teacher's suggestion for the thesis to be more perfected 56 APPENDICES Figures 21: BIDV bank staff donated VND 500 million to prevent covid-19 disease for the central lung hospital Figures 22: Beauty discount Voucher when registering for E-banking services of BIDV 10% discount on service fees at Nevada beauty salon Figures 24: Book a flight via BIDV E-banking Refund 10% when booking air tickets of Vietnamairline, Vietjet Air, Jetstar through BIDV 57 Figures 23: Voucher discount when eating out at a restaurant when signing up for Ebanking services of BIDV Discount 10% of total cost when eating seafood at My Hanh restaurant Figures 25: Voucher of E-banking system discount when purchase of home appliances when registering e-banking services of BIDV - 50% of total bill when buying at Lock & Lock home appliances system QUESTIONS • • • • • • • • • • • • • • • • Questionnaire survey of individual customers on electronic banking services (EBanking) of BIDV bank Hello, I am currently a final year student of the International Training Department, majoring in Finance - Banking - Insurance of the University of Commerce I hope you take a moment to help me Complete this survey Your comments are extremely valuable to my graduation thesis Sincerely thank! Student implemented: Dao Le Phuc (CNTH12-TNA14) *Obligatory Full name: * Are you currently using BIDV electronic banking? * Yes No What products of BIDV e-banking service have you used? BSMS Smart banking BIDV Online Bank Plus Samsung pay BIDV pay + VN Toupup Purpose of using e-banking services: Pay bills, buy phone cards, movie tickets, train tickets Direct deposit Online savings deposit Sign up for electronic wallets, buy online Control account balance All services Other : The satisfaction level of BIDV's services is based on the following criteria: Very Satisfied Normal Unsatisfied Satisfied Diverse service, many utilities Competitive service fee Promotional information, promotions are regularly updated Professional, courteous, enthusiastic, professional staff Registration process, quick service handling Wide network of branches and transaction offices When using e-banking services of BIDV, you encounter the following problems: 58 • • • • • • • • • • • Never Rarely Sometimes Service charge Software error, system Transaction channel, online payment application Software user manual, complex implementation The electronic banking system has a problem (slow money transfer, customers don’t receive money ) The consultant is not enthusiastic Importance of criteria after choosing to use e-banking services of BIDV Not Normal Important important Service charge Incentives and promotions Customer service Prestige brand Diversity of utilities, online applications Safe, confidential transactions Service easy to use, convenient According to you, on a scale of to 5, how many points does the service quality the BIDV branch and transaction office where you regularly trade? Very bad Very good Please indicate your age: * Under 18 From 18-29 From 30-49 Over 50 10 Please indicate your gender: * Male Female 11 Your suggestions to develop e-banking services of BIDV: 12 How you fall into this category: * Business Civil servants and employees Student housewife Other item 59 Regularly Very important of LIST OF REFERENCES BIDV’s homepage Vietcombank’s homepage Agribank’s homepage Internal issue document of BIDV-Bac Ha branch Website: https://www.bidv.com.vn/vn/ca-nhan/san-pham-dich-vu/ngan-hang-so/ngan-hang-di-dong/ BIDV Annual Financial Report 2018 Master's thesis: Solutions to improve business performance at Vietnam-Dao Joint Stock Bank for Investment and Development of Vietnam - Dao Nguyen Tuong Vy Apostolos Ath Gkoutzinis (2006) Internet Banking and the Law in Europe Cambridge University Press ISBN 9781139458672 http://maf.vn/ngan-hang-tmcp-dau-tu-va-phat-trien-viet-nam-bidv.html https://www.bidv.com.vn/bidv/tin-tuc/tin-ve-bidv/name102 https://thebank.vn/blog/14859-dich-vu-ngan-hang-dien-tu-hien-nay-xu-huong-phat-trien-tatyeu-cua-thoi-dai.html https://www.agribank.com.vn/wcm/connect/eb9c9b26-d2ce-429f-bcd805d3a6a9e670/BIEU+PHI+DICH+VU+NGAN+HANG+DIEN+TU.pdf? MOD=AJPERES&CONVERT_TO=url&CACHEID=ROOTWORKSPACE-eb9c9b26-d2ce-429f-bcd805d3a6a9e670-mSQVPPj https://www.bidv.com.vn/wps/wcm/connect/c8657163-9d15-441c-92e28ddb7faa363d/Bieu+phi+2020.pdf?MOD=AJPERES&CVID=n1BZmV9 https://www.vietcombank.com.vn/upload/bieuphi_canhan.pdf 60 ... development of information technology, this will surely be the mainstream services of the future commercial banks From that practice I chose the topic "Developing of E-Banking services of BIDV-Bac Ha branch? ??... http://maf.vn/ngan-hang-tmcp-dau-tu-va-phat-trien-viet-nam-bidv.html 1.2 Overview of BIDV-Bac Ha Branch 1.2.1 Overview of host firm Figures 1: BIDV branch image and directions map to BIDV-Bac Ha branch • With the approval of the... development of e-banking services, assessment and • analysis of the status of the real e- banking service at BIDV-Bac Ha Branch Complete and propose solutions to develop electronic banking service at BIDV-Bac