TRlTCfNG DAI HOC AN GIANG KHOA KINH TE - QUAN TRIKINH DOANH KHOA LUAN TOT NGHIEP DAI HOC NANG CAO CHAT LtfQfNG DICH Vy PHI TIN D^ING tai ngAn hAng phAt trien Mk k6ng CHI NHANH LONG XUYflN hang Chuyen VlEN SVTH : TRAN THITHUY LINH L^^p : DH10NH MSSV : DNH093203 GVHD: Ths TRAN CONG DU ang, thang nam 2013 LOfI CAM CfN Qua b6n nam hqc t^p dudi mai trudng dai hoc, em ludn nh&n diroc su chi bao tan tinh cua cac thdy/ co nhit la cac thay/ c6 khoa Kinh td — Qudn tri kinh doanh da tao cho em mot ndn tang kidn thiic vting chic trudc budc vdo cudc s6ng thuc tl Dae bidt qua thfri gian thuc %> d Ngan hang TMCP Phat triln Me Kong - Chi nhanh Long Xuydn nhfr su giup d9 cua Gido vien hudng din vd ede Anh/ Chi d Ngan hang nen em da hodn khda luan tdt nghiep ndy Bdng tit cd tim long em xin trdn gdi ldi cam on din: Em xin cam cm: Ban gidm hieu, tap thl gido vien Trudng Dai hoc An Giang, qu^ Thly/ Cd khoa Kinh ti - Quan tri kinh doanh da trang bi kiln thuc cho em suit bin nam hoc qua Khdng chi la kien thuc ma la mot mdi trudng hoc tdp thodi mai, giup chung em phat huy tdt kha nang cua minh Em xin cam an: Thdy Trdn Cong Du, Thdy da rit tan tinh hudng din em thuc hien khda luan Hon nua, sudt qua trlnh hoc t^i Trudng, Thly da truydn day cho em nhOng kiln thdc vd cung quy bdu tir co ban din chuyen nganh, la nln tdng vung chac cho cdng viec cua em sau trudng Em xin cam an: Ban gidm doc Ngan hang TMCP Phat triln Me Kong - Chi nhanh Long Xuyen va cac Co/ Chu d tit cd ede phdng, dac bidt la cac Anh/ Chi d phdng Kinh Doanh da nhiet tlnh hudng din chi day vd cung cap so lidu, tai lieu cln thilt Xin chuc Ban lanh dao cung toan the can bd nhan vien Ngan hang ddi dao sire khde vd ludn cdng cuqc song Chiic Ngan hang TMCP Phat tridn Me Kong - Chi nhanh Long Xuyen ngdy cdng phat tridn Mot lln ntta em xin duac bdy to ldng bilt cm sdu sic nhit din gia dinh, nhd trudng vd xa hdi da tad didu Men cho em duqc sdng, hoc tap vd budc di trdn nhung udc mo cua minh Xin chan cam cm Chuc siic khde vd cdng! An Giang, 10 thdng nam 2013 Sinh vien there hidn Tran Thi Thdy Linh CONG TRINH BUOC HOAN THANH TAI KHOA KINH TE - QUAN TRIKINH DOANH BAIHOCANGIANG Ngiroi hirong din: Ths Tran Cong Du (Ho ten, hoc ham, hoc vi va chit ky) Ngiroi cham, nhan xct 1: (Ho ten, hoc ham, hoc vi va chit ky) Ngudi chlm, nhan xct 2: (Ho ten, hoc ham, hoc vi va chit ky) KHOA LUAN BtfOC BAO VE TAI HOI BONG CHAM BAO VE LUAN VAN KHOA KINH TE - QUAN TRI KINH BOANH THANG NAM 2013 NHAN XET CUA CO QUAN THlTC TAP An Giang, ngdy thdng nam 2013 Trir&ngPhdng^KinhJQoanh (Ky vd ghi ro ho ten) NHAN XET CUA GIAO VIEN HtTCfNG DAN An Giang, ngdy thdng nam 2013 Giao vien hirdng din (Ky vd ghi ro ho ten) NHAN XET CUA GIAO VIEN PHAN BIEN An Giang, ngdy thdng nam 2013 Giao vien phan bien (Ky va ghi ro ho ten) NHAN XET CUA GIAO VIEN PHAN BIEN An Giang, thdng nam 2013 Giao vien phan bien (Ky va ghi ro ho ten) Ndng cao chdt lugng djch vuphi tin dyin^ taiMDB - Chi nhdnh LongXuyen TOM TAT Phat trien djch vu phi tin dung la mang kinh doanh kha mdi doi vdi cac ngan hang thuong mai nude ta va chi mdi dupe chii trpng vao kho^ng hai nam trd lai day Dieu co the chiing minh dupe den nam 2010 ma ca cau thu nhap ciia phan Ion cac ngan hang thuong mai van chua da dang, chiem den 90% la thu nhap tir hoat dong tin dung Trong hoat dong tin dung tiem an nhieu rui ro thi phi tin dpng la lihh vuc kinh doanh duoc xem la kha an toan.' Nhari tha)/ duoc dieu nay, Ngan hang TMCP Phat triSn Me Kong cung da bit diu chii diu tu, phat triin djch vp phi tin dpng tren toan he thong tur dau nam 2012 Vi vay, tim giai phap nang cao chat lupng djch vu phi tin dung dl tang led nhuan^la muc tieu ma Ngan hang dang hudng den Be tai "Nang cao chat luffng dich v^ phi tin dung tai Ngan hang TMCP Phat trim Me Kong — Chi nhdnh Long Xuyen" duoc thuc hien tren co so tiep xuc thuc te tinh hinh hoat dong kinh doanh djch vu cua Ngan hang, thn hieu nhung co so ly thuyet ve ngan hang, hoat dong phi tin dpng, va cac chi tieu de danh gia chat luong djch vp phi tin dung ciia ngan hang BSn canh do, tac gia cung di vao gidi thieu Ngan hang TMCP Phat triln Me Kong - Chi nhanh Long Xuyen, danh gia ket qua hoat dong kinh doanh giai doan 2010 - 2012 va tim hieu cac loai hinh djch vu phi tin dung hien dang duoc Ngan hang cung ling Tren ca sd do, phn tich thpc trang kinh doanh djch vp phi tin dung thdng qua cac chi tieu nhu doanh so, ty trpng thu nhap djch vu va thuc hien so sanh vdi cac ngan hang hoat dong tren dja ban de co cai nhin khai quat va danh gia khach quan ve muc dp phdt tri^n djch vu phi tin dung tai Chi nhanh trpng 03 nam qua Ngoai ra, cung vdi nhung danh gia tai Chi nhanh thong qua yiec phan tich hipu qua kinh doanh djch vu phi tin dung, phan tich SWOT va nhung ydu to tac dong ddn chit luong djch vp phi tin dung thi tac gi^ cung thpc hien mot cupc khao sat vdi quy mo 50 doi tupng cho viec danh gia su hai long cua khach hang ddi vdi chat luong djch vp nham danh gia tong thi chit luprng djch vp phi tin dung cua Chi nhanh, lam co so cho viec dua mot so giai phap va kien nghj nham nang cao chit lucmg djch vp phi tin dung gdp phan vao mpc tieu chung cua Ngan hang Theo do, ngoai phan md dau va ket luan, npi dung nghien ciiu chinh dupe the hien chi tiet qua 04 chUcrng nhu sau: Chuong 1: Ly luan chung ve dich vuphi tin dung cud ngan hang thuong mai Chuong 2: Giai thieu khai quat Ngan hang Phat triin Me Kong - Chi nhdnh Long Xuyen Chuong 3: Danh gia chdt luong dwh vu phi tin dung tai Ngan hang Phat triin Me Kong - Chi nhdnh Long Xuyen Chuong 4: Giai phap va kien nghi nham ndng cao chdt luang dich vuphi tin dying tai Ngan hang Phdt triin Me Kong - Chi nhdnh Long Xuyen GVHD: Ths Tran Cong DuviiSVTH: Tran Thi Thiiy Linh Ndngcao chdtluongdich vuphi tin dungtqiMpB - Chinhdnh Long Xuyen MUC LUC Trang TOM TATvii MUC LUCviii DANH MUC TIT VIET TATxi DANH MUC BANG xii DANH VpJC HINHxii DANH 1VIUC BIEU DOxiii MGdAU1 1.Cff s& hinh de tai1 2.Muc tieu va pham vi2 3.Khai quat phuong phap nghien ciru2 4.Ynghia3 chitotig ly luan chung ve dich vu phi tin dung cua ngan hAng thUong mai•••* 1.1.Tong quan ve ngan hang thuong mai4 1.1.1.Khdi niem ngan hang thuong mai4 1.1.2.Ban chat cua ngan hang thuong m^i4 1.1.3.Chiec ndng cua ngan hang thuong mai4 1.1.4.Cdc hoat dong cbuyeu cua ngan hang thuong mai6 1.2.Nhfrng van de chung \h dich vu phi tin dung cua ngan hang thucrng mai 1.2.1.Khdi niem dich vuphi tin dvmg cua ngan hang thuong mai7 1.2.2.Khdi niemphdttriin dich v^phi tin dung cua NHTM9 1.2.3.Cdc loai hinh dich vu phi tin dung cua ngan hang thuong mqii10 1.3.Nhftng vka de chung vi chat hrong dich vu13 1.3.2.Cdc nhdn to tdc dong den chdt lupng dich vu14 1.3.3.Ddnh gid chdt luang dich vuphi tin dung cua NHTM18 Chmrng GIOT TEDGEU KHAI QUAt NGAN HANG PHAt TRIEN ME KONG - CHI NHANH LONG XUYEN24 2.1 Gioi thieu Ngan hang Phat trien Me Kong - Chi nhanh Long Xuyen24 2.1.1.Tong quan vi Ngan hang Phdttriin Me Kong24 2.1.2.Ngan hang Phdt trien Me Kong — Chi nhdnh Long Xuyen28 GVHD: Ths Trdn CongDuviiiSVTH: Trdn Th\ ThuyLinh Ndng cao chdt luqng dich vu phi tin dung tqi MDB -Chi nhdnhLong Xuyen 2.2.Phu^ng hirong phat trien cua Ngan hang Phat trien Me Kong - Chi nhanh Long Xuyen nam 201335 2.3.ThuSn Iffi va kho khan chung cua Ngan hang Phat triln Me K6ng - Chi nhanh Long Xuyen35 2.3.1 Thuqnlm35 25.2 Kho khan35 2.4.Kinh nghiem phat triln dich vu phi tin dyng cua mot so NHTM tren the 2i6i •^••••••••••••••••••••••••••••••••••,36 Chiwng BANH GIA CHAT LlTONG DICH VU PHI TIN DUNG TAI NGAN HANG PHAT TRIEN ME KONG - CHI NHANH LONG XUYEN40 3.1.So luwc mot so loai hinh dich vu phi tin dung tai Ngan hang Phat trien Me K6ng - Chi nhanh Long Xuygn40 3.1.1.Dich vu ngan quy40 3.1.2.Dich vu toon trongmtac40 3.1.3.Dich vu thu chi ho41 3.1.4.Dich vu the42 3.1.5.Dich vu ngan hang dientu43 3.1.6.Dich vu kieu hoi Western Union45 3.1.7.Cdc dich vuphi tin dung khdc phat sink tie cdc nghiepvy.45 3.2.Thuc trang phat triin dich vu phi tin dung t^i Ngan hang Phat trien Me K6ng - Chi nhanh Long Xuygn:46 3.2.1.Nhung yiu td tdc dong din chdt htang dich vu phi tin dung tqi MBD Long Xuyen46 3.2.2.Thuc trqng kinh doanh dich vu phi tin dqng tqi MDB Long Xuyen giai doqn 2010-201254 3.3.Danh gia chat luong dich vu phi tin dung tai Ngan hang Phat trien MS Kong - Chi nhanh Long Xuyen66 3.3.1 Danh gidj:hdt]uffngjlich_yq phijin_dqng_tqi_MpB Long Xuyen thong qua hieu qua hoqt dong kinh doanh66 3.3.2.Danh gia chdt luang dich vq phi tin dung tqi MDB Long Xuyen theo quan diem khdch hang67 3.3.3.Phdn tich SWOT tqi MDB Long Xuyen72 Chmmg GlAl PHAP VA KffiN NGHINHAM NANG CAO CHAT LUQfNG DICH VU PHI TIN DUNG TAI NGAN HANG PHAT TRIEN ME KONG - CHI NHANH LONG XUYEN^80 4.1 Dinh huoug phat trien hoat dong phi tin dung den nam 201580 GVHD: Ths Trdn CongDuixSVTH: Trdn Thi ThuyLinh Chumg 4: Gidiphdp va kiin nghiNdngcao chat lupng djch vuphi tin dung chpn Giao dich vidn than thien, nhdm hudng nhan vidn den vide lamkhdch hang hai long hon cdc giao dich theo ydu cdu ciia khach hang Ngoai ra, cdc dip le, Tet viec td chiic lien hoan, tang qua, chtic mimg, cung la each giup lam tang tinh doan kit giua cac vien Sir thoai mdi se giiip Mdu suat lam viec cao hon gdp nhidu ldn Nhat la hoat ddng dich vu, mdi tnidng lam viec se anh hudng rdt nMiu den thai dp phuc vii cua nhan vien tiep xiic vdi khach hang 4.2.4 Phat trim cac loai hinh sin phdm dich vitphi tin dung Vdi tinh trang Men tai, MDB Long Xuyen khdng th6 nao phat trien t6t vdi cac loai hinh dich vu pM tin dpng Men dang cung ling yi chung chua dii de dap ling nhu ciu da dang ciia khach hang So vdi ting cac san phim dich vp phi tin dung ma MDB cho phep triin khai thi Chi nhdnh chi mdi thuc Men cung ling dupe khoang 70% so san pham dich vu Trong kM do, Chi nhanh lai cd lpi the la dupe sir quan ly cM dao sat tir Ban lanh dap ciia he thing la nhiing doanh nhan ngudi nude ngoai nhiiu kinh nghiem Tan dung thi manh Chi nhanh phai thudng xuyen cd nhiing buoi tiep xiic de trao doi va hoc hoi kinh ngMem lam viec, trinh dp ^uan ly vdi tu tidn bp cua ho ve cac loai hinh dich vu ma cac ngan hang nuac ngoki da va dang cung cip d6 timg budc phat triin cac s^n phim dich vu tai Chi nhanh cang hien 4ai, chat lucmg vuert troi hon D8 phat triin tot, CM nhanh cd the xem xet cac giai phap tiic thai nhu sau: + Ba dang hoaede kinh phdn phoi dich vu todn Dich vu toan.chi mdi dupe Chi nhanh chu trpng nam 2012 vira qua vdi viec phdt trien dich vu Thd So vdi cac ddi thu tren dia ban tM kha la mupn, mac du vay diiu cung da cai thipn phin nao vi mat so lupng cac loai hinh phucrng tien todn ciia Chi nhanh Trong thdi gian tdi, CM nhdnh nen cho trien khai cac loai hinh todn phi biin Men nhu Sec todn, thuc Men md rdng cac kenh phan phdi nhu qua ATM, POS va kenh phan phdi cac sdn pham dich vu dien hi nhu SMS Ranking, Mobile Banking, Viec da dang hda ede kenh todn se tao cang nhieu cac loai hinh san pham dich vu cho Ngan hang Ben canh ciing cin chii trpng nhidu hon d8n chit lupng nhu tang cudng hop tdc md rdng he thdng todn song phucrng vdi mot sd NHTM cd mang ludi hoat dpng rpng de tdn dung dupe kenh phan phdi qua chi nhanh nham nit ngan thdi gian chuyeh filhcua khdchhang~ciih"g~hhu"tahg cudhgkhahangTdem sodt + Ndng cao chat Ivong dich vu ngdn hang true tuyen Vdi sdn pham Ngan hang true tuydn Men tai chua cd kha nang thu hut sir quan tam ciia khach hang vi chua du tipn ich dl dap ling nhu c^u da dang cua ho Do do, cdn bd sung them cac tien ich vd todn, day la kdnh phan phdi rat hiiu Mdu dich vu ngan hang Men sd lupng ngudi sii dimg mternet cang tang va tidt giam dupe phan ldn chi pM cung ling dich vu GVHD: Ths Trdn CdngDuTrang 89SVTH: Trdn Thi Thity Linh Chuang 4: Giaiphap vd lain nghjNdng cao chat luang djch vuphi tin dung Song song do, djch vy can duac thilt kl lai he thong bao mat va thuc Men theo ki'eu x'ac thuc da y'eu tl (Multi - factor authentication) nham dam bao an toan va too su tin tudng cho khach hang nhung cung cin don gian, thuan tien thuc hien giao dich Vl han muc giao dich, han miic cua dich vu NgSn hang true tuyen kha linh hoat viec khong quy dinh han muc chuyln khoan cho moi giao dich ma chi quy dinh han miic la 80.000.000 ding Song khach hang cung khongmay thoai m^i vifc thay d6i han miic quy dinh vi m6i muln thay doi phai mat thai gian den Ngan hang dl lam thii tyc Do vay, dl tao su thu^n tipn cho khach hang, ben canh quy dinh d^n Ngan hang lam thii tuc, Chi nhanh co thi thilt kl mlu dan va cho phep khach hang thay d6i han miic tryc tuyln Hoac vin quy dinh han miic tren nhung khach hang toan vugf miic quy dinh Ngan hang se thu phi tren s6 tiln vuqt Khi khach hang se co nhilu su lira chon cho phu hop vai nhu c^u cua minh Viec vtta too su thuan led cho nhung khach hang khong tien di lai ma too cam thoai mai cho khach hiing va lam tang thu nhap cho Ngan hang + Ma rong ede loai hinh sdnphdm toan quoc te Cac dich vu toan qu6c te tei Chi nhanh duqc NHNN chap thuan 11/11/2011 nhu phat hanh thu tin dung L/C, chiet khau hoi philu, nhung din vln chua phat sinh bit ky giao dich nao Do viy, can co ke hoach xay dtrng va hoan thien quy trinh nghiep vu, thuc hien quang ba md rpng pham vi ap dung dli vdi nhieu nhom dli tuang khach hang linh vuc toan qulc te nhieu han Vdd thi trudng xult nhap khau hang hoa duac day manh moi nam nhu An Giang thi phat trien cac san pham toan quoc te la rat tiem nang Han nua, tinh hlnh biln dpng ty gia Men cung da kha In dinh, yi thi CM nhanh cung nen xem xet them viec kit hop cung ling dich vu toan qulc tl voi kinh doanh ngoai te trd lai Ben canh do, vdi dich vu toan the Master Card, Visa Card, cung can co ke hoach triln khai cu thi vi day la nhflng san pham thOng dung vdi nhieu tien ich va duac phan ldn khach hang chip nhan su dung + Ndng cao chat luang dich vu kieu hoi Western Union> There trang phat triln djch kieu hli tai MDB Long Xuyen nhiing nam qua vln chua co dlu hieu tiln triln day cflng la mot dich vy giup Ngan hang lam tang thu nhap, vi vay, CM nhanh cung cln co cMln Mac phat trien dong bp -Dl tang hieu quaioat dpng cM traJri!uli!i,_CM nhanh co th|.tim.hiluyaiienklt vdi mot so cong ty xuat khau lao dpng, cung ung lao dong quoc tl de md rpng dich vu Co the thong qua cac chucmg trinh gidi tMeu dich vu Western Union vdi ngudi di lao dpng nude ngoai, tu nghiep sinh va cd nhung chinh sich uu dai doi vdi ngudi than cua ho nhan tiln kilu hli tai Chi nhanh Ngoai cung phai dam bao uy tinh viec toan nhanh chdng chinh xdc cho khach hang + Phat trien sdn pham phi tin dung qua viec ma rpng hoqt dpng tin dung Dich vu pM tm dung va dich vu tin dung cua NHTM cd mli quan he chat che vdi nhau, su phit triln dich vy Miy se too ca sd dilu kien thiic day dich vu phat trien Do dl phat triln dich vu pM tin dung, Chi nhanh can chii phat triln cac GVHD: Ths Trdn Cong DuTrang 90SVTH: Trdn Thi Thity Linh Chuong 4: Giaiphdp va kien nghi dich vp tin dung dung theo chu trinh khdp kin chlng han nhu: V6i cac mdn vay, thpc Hen t6i da vide giai ngan blng chuyln khoan hoac giai ngan qua the; vdi cac khoan tiln gui, Chi nhanh co thi tu van cho khach hang them cac phuong tien toan khac, lam nhti vay khong nhung tang cufrng kha nang kiem soat tin dung ma tao dilu kien cho hoat dpng toan nude phat trien Cung vdi viec phat trien cac loai hinh san phfim dich vu phi tin dyng, Chi nhanh cung phai thudng xuyen t6 chiic ddnh gia chat lupng cua chiing Co the thpc Hen thong qua viec danh gia muc dd hai long cua khach hang ddi vdi timg san phim dich vu de tranh tinh trang cho ddi mot san pham nhung Heu qua nhu the nao thi khong dupe quan tam, theo doi Viec danh gia chat lupng timg san pham sau mot thai gian trien khai nham xem xet phan ling ciia khach hang de cd the nit cac mat han che cua dich vvi va tidn hanh kh^c phuc giiip lam tang str hai long ciia khach hang gdp phfin lam tang tinh cgnh tranh ciia san pham dich NgSn hang ndi chung 4.2.5 Bay manh hoat dong Marketing Marketing la hoat dong khong chi nham dap ling tot nhlt nhung mong muon ciia khach hang ma la hoat dpng giiip Ngan hang giai tHeu duac cac loai hinh san phim, dich vu Hfn dang cung ling tdi khach hang mot edeh true tidp nhat, giiip Ngan hang thu dupe kit qua tdt han hoat dpng kinh doanh Dae bipt doi vdi dich vu phi tin dung thi cong tac can dupe diy manh hem nua, phai lam cho nhung dich vii trd nen that hip din d6 cd thi thu hut dupe khach hang Tuy nhien, thuc hien cHen lupc Marketing tong thd keo theo se la cH pH rat Ion song de thiic day hoat dpng kinh doanh phat trien va thu hut dupe cang nHeu khach hang thi ndn thuc hien bdi day la hoat dpng ma Heu ^ua cua no khong the Hen nhung mang lai Heu ling epe ldn va cd tac dpng true tiep den ket qua kinh doanh cua dan vi Theo do, dl diy m^nh hoat dong Marketing thai gian tdi Chi nhanh can thuc Hen mot so giai phap sau: + Xay dimg bo phan dam nhiem hoat dpng Marketing MDB Long Xuyen vin chua cd mot bp phan ro rang dam nHem hoat dpng Marketing cho dan vi KH Hoi sd chinh triln khai cac hoat dpng, chuong trinh roi vaq bp ph|n nao thi bp phan tien hanh xdy dtmg ke hoach thuc Hen, vdi cac vin de ve tilp thi tai CH nhanh cung kha manh nha Vi vay, xay dung mot bp phan dam nhiem hoat dpng Marketing chung, chuyen t6 chiic su kien va cac chuang trinh quang ba thiidh^hieucung kharcan thiet, nhtrthe^se^ao dupe su thong^nhatva-Ghuyen-ngH^p + Thuc hien ke hoach Marketing dong bo va he thong Cd thi thiy hoat dpng marketing d CH nhanh deu mang tinh tu phat theo nhu cau va theo timg thdi dilm vdi cac hoat dpng dan dieu chii ylu la viec phdt td roi dupe thuc Hen bdi hiu hit la nhan vien kinh doanh Nhung nhin chung hoat dpng vin chua Heu qud, thi Hen qua si lupng khach hang lien he din Ngan hang dl tun Hlu va sd dung cac san pham dich vu la rat it Bdi thi, thuc Hen hoat ddng Marketing quy mo han, ding bp va cd he thong la viec cin tHet Theo do, thay vi thuc Hen phat td rod nhd le tai tung khu vuc, CH nhanh cd thi kit hop de to chuc cac chuang trinh tai timg dja diSm theo ke GVHD: Ths Tran Cong DuTrang 91SVTH: Tran Thi Thiy Linh Chucrng 4: Gidiphdp vd kidn nghjNdng cao chat lupng dich vuphi tin dung hoach vdi vide chuan bi, dan dung tidt mvic cii the se thu hut khach hang chii y nhidu hem Cac hoat dpng Marketing hie nao phai dura tren thucmg hieu MDB va cin dupe tauc Men mot each co to chiic Chang han la chuomg trinh khuyen mai hap dan ciia MDB cho Ian dau tien tang thi trudng san pham the van tay vdi nhieu mi dai vdi mpi phan tham gia, thay vi thuc hien don Id Chi nhanh co tad td chiic cac tmoi yin, ban hang luu dpng hay tape Men c&c chucrng trinh quang ba ram rp khac chac chan se mang lai M^u qua Ion gap rtai^u lin so vdi viec phan chi tieu cho tung rtaan vien kinh doanh nhu vira qua Hon ntia, CM nhanh cung co tad t6 chiic hoi nghi khach hang, gidi taieu tayen truyen quang cao cac san pham dich vu mdi vdi nMeu Mnh taiic nhu treo bang ron, chuydn to roi tidp thi tdi timg don vi ca nhan, phat tren dai phat thanh, nham mpc tieu mang khau Meu "Lam gidu cuqc song, chap cdnh cong" vao tarn tri ciia timg khach hang, mang cupc sdng tdt va taanh cong cao nhlt cho khach hang cua MDB + Lua chqn cac san pham "loi" de tqo syc khac Met Trong cac loai Mnh dich vu pM tin dung cua MDB Long Xuyen Men co tad tady cM co san phlm The la kha ha^ din vdi nhidu tinh nang, tien ich va nhflng uu dai Do vay, tan dung didm manh ve chit lupng san pham nay, CM nhanh cd tad tridn khai nhidu hon nfta ede chuong trinh hoat dpng &k qudng ba san phlm The vdi muc tieu gin lidn The van tay vdi tauong Meu MDB Tuy cung nMeu han chd song day vin la sdn phlm uu vidt va cd su khac biet ldn nhlt so vdi cac loai tad tren thi trudng Viet Nam Men Vi the, lira chpn san phlm The va tauc Men hoat dpng Marketing quy mo ldn de nang cao vi tad ciia Chi nhanh cung nhu tauong Meu MDB chac chan se mang lai Meu qua ldn + Dtiy manh hoat dpng nghien cuu, phat trien sdn pham Doi vdi hoat dpng Marketing khdng phai cM cd to chiic chuong trinh, su kidn ma cac hoat dpng lien quan ddn nghien ciiu thi trudng lam co sd cho vipc phat tridn san phlm mdi la rlt cin taidt Trong do, vdi cac hoat dpng lap kd hoach thu taap y kidn danh gia chat lupng dich vu cua khach hang, to chiic tridn khai va dinh gia kdt qua dat dupe ciia cac -chuang-trinh-thpctaidn;jtim.Meu_cac-sarLphIm dicMvii ciia^^ac d.djjhu canh tranhtaay ngMdn ciiu dd xay dung bieu phi ap dimg cho nhung loai Mnh dich vu MDB khdng cd quy dinh cu tae, ciing la nMdm vu cin quan tarn hon nua doi vdi bp phan Marketmg + To chiic thuc Men tot cong tdc xd hoi To chiic ca budi hoi ta^o, ta vin hudng ngMdp cac trudng Dai hoc/ Cao ding ciing rat cd y nghia Cung vdi la vide Chi nhanh cung kha linh hoat vide tidp nhan lupng ldn sinh vien tape tap hang nam Day la hoat dpng khong nhirng gdp phln ciing xa hoi chung tay xay dung va dao tao ngudn nhan Iuc cho dlt nude ma cung giiip ich rlt nMeu cac hoat dpng quang ba tauong Meu, tidp thi cac san GVHD: Ths Trdn Cong DuTrang 92SVTH: Tran Thi Thiiy Linh Chuomg 4: Giai phap va kien nghiNdng cao chat lumg djch vyphi tin dung pMm va cung la each giup Chi nhanh md rong danh sach khach hang tidm nang ciia mitih Hem nGa, tai trg cho cac chuong trinh cua Tinh Chi nhanh cung nen tham gia dong gdp nhu cac chuong trinh gay quy vi ngudi ngheo, xay dung nha tinh nghia, giup d9 cac hoan canh khd khan, cung tao dugc tieng vang ldn giup nang cao uy tin va vi the cua Ngan hang 4.3 Mot so kien nghi Be cac giai phap Gen dugc thuc hidn hidu qua cung nhu gop phn tao didu kien thuan led cho su phat Gidn cua Chi nhanh, khdng nhung nha su nd luc cGa ban than ma cin rit su dong gop tir nhidu phia, nhdt la tir NHNN, Ban lanh dao Tinh va c^ Hi sd chinh MDB Qua day, cac ca quan lien quan cung c^n quan tam rihi^u hon den tinh hinh hoat dong kinh doanh cua MDB Long Xuyen noi rieng cung nhu he thong cac TCTD dang hoat dong tren dia ban cac van de sau: 4.3.1 Doi v&iNgan hang nha ntt&c NHNN la ca quan dai dien cho Nha nude lihh vuc Ngan hang, true tiep chi dao ho^t dgng ciia cac NHTM Vi viy, dl gop phln thiic diy hoat dong cua NHTM, NHNN cin thd hi?n vai tro cua minh tren nhieu phuang dien de h6 trg phat trien dich vu ngan hang noi chung cung nhu dich vu phi tin dung noi rieng Theo dd, NHNN nen: Tirng budc hoan thien he thdng phap ly cung nhu cac quy dinh vb viec cung ung cac loai hinh dich vu ngan hang nhlt la cac quy dinh v toan dien tut nhlm tao di^u kien cho cac NHTM thuc hien da dang hoa cac loai hinh dich vu ngan hang hudng dSn phat tridn dich vu ngan hang ban le rat tidm nang giai doan hien Phat tridn he thong thdng tin lidn Ngan hang tren ca sd ban hanh nhttng cp dinh chung ve chuan cdng nghe ngan hang nham dinh hudng cho cac NHTM cd tien trinh dau tu va phat trien cdng nghe, tir tao su lien ket, phoi hap giua cac ngan hang trd nen dl dang Linh hoat han nGa Gong viec dieu hanh va qu^n ly cac cdng cu cua chinh sach tidn te nhu: cdng cu IGi suit, ty gia, du GG bat budc de hoat dong cua cac NHTM thay doi kip vdi thi trudng, lam ca sd cho cac NHTM de chien luge phat trien nham han che rui ro ©ao-tao-ngudn-nhan luc.-nang-cao chatlugngquan^ly^Ngay^d ban-than cac NHTM, can bd nhan vien da co trinh cao vay de quan ly dugc NHTM, doi hoi can bd cua NHNN cung phai t^ nang cao trinh dp, thudng xuyen cap nhat va bd sung kidn thGc thi mdi co thd theo kip vdi su phat trien chung va nang cao dugc hieu qua quan ly Bd la tdt cdng tac co thd, cG can bg sang cac nude phat trien cao vd dich vu phi tin dung ciia ngan hang dd hoc hoi kinh nghidm va van dung s^ng tao vao dieu kien cua Viet Nam Ngoai ra, NHNN cung cd thd thudng xuyen to chuc cac cudc hdi thao, khda hoc dd phd bidn nhGng chG truang, van bin, chinh sach mdi den cac NHTM hieu qua han GVHD: Ths Tran Cong DuTrang 93SVTH: Trdn Thi Thity Linh Chuong 4: Gidiphdp va Men nghiNang cao chat lupng djch vtjphi tin dung Xay dung di an cai each bp may tra, nang cao tinh hieu qua va hieu luc cong tac kiem tra, giam sat nham giup hoat ddng ciia cac NHTM di vao khudn kh6 chung, dong thai gdp phan nang cao nhan thiic ciia cac NHTM viec dam bao an toan he thong cung nhu hoat dpng song song vdi cong tac phat trien Nang cao vai tro quan ly d tirng dia phuang, phdi het sue chii y va tang cudng cong tac tra, kiim tra, giam sat viec thuc hien quy dinh ve lai suat huy dpng, lai suit cho vay, thu phi hoat dpng cho vay ciia cac cac Ngan hang cung nhu cac TCTD ndi chung di kip thai phat hifn va xu ly nghiem khac nhung trudng hop vi pham Bdi thai gian vita qua, An Giang da xay nhung hien tuang tieu cyrc hoat dpng cua he thing Ngan hang mot sd Ngan hang budc ngudi vay tien gui lai 5% ting gia tri vay vao the ATM va khong duac nit tiin, ding thai phai ky hpp.dong tai nan 0,1% Trong budi trao ddi vdi cu tri ede tmh thl Thing Die NHNN Nguyln Van Binh da khing dinh nhung trudng hap nhu the la trai quy dinh va cdn duac ngan chan, diy lui Han nfta, cung cin diy manh ngan chan tiin tdi xda bd trinh trang cac ti chiic, ca nhan kinh doanh tiin te, tin dung trai phep Thuc hien tit cong tac giup in dinh thi trudng tiin te va tao mdi trudng canh tranh lanh manh 4.3.2 Bdi vdi Chinh quyin diaphuffng + Thuc hi$n cac bienphdp ddng bp thiic ddy kinh te - xd hoi phat trien UBND Tinh cung cac Ban, nganh chiic nang lien quan cin tang cudng thuc hien cac bien phap nham in dinh mdi trudng vi md vi kinh ti, chinh tri va xa hoi, thong qua viec xac dinh ro chien luac phat trien kinh ti, dinh hudng dau tu, thuc hien chuyen ddi ca cau kinh ti mot each hop ly nham muc tieu on dinh thi trudng va tri ty le tSng trudng on dinh hang nam Viec in dinh mdi trudng kinh ti - chinh tri - xa hoi se tao dieu kien cho qua trinh phat trien kinh te, nang cao thu nhap va miic song ciia dan cu, khien cho kha nang tich luy va tieu dung ciia dan cu cang tang len, thiic day manh me tang cau vi tieu dung Ben canh do, giup cac phan kinh te yen tarn san xuat kinh doanh tao hang hda, dich vu cho xa hdi Tu do, thiic day viec trao ddi hang hda vdi cac hoat dpng lien quan quan din dich vu Ngan hang nhieu han Ve hoat dpng dau tu, ddi vdi cac vimg quy hoach, du an diu tu diim UBND Tinh cin thuc hien manh me hoat dpng keu gpi diu tu va nhanh chdng trien khai di dua vao hoat dpng nham nhanh chdng tao nen dien mao mdi cho su phat hiin kinh.te- xa hdi ciiaJinh thai gianjdi Song,_cung_phai cd ^i ho_ach cu thd va trien khai rdng de cac Ngan hang sdm cd dinh hudng viec xay dung chien luac kinh doanh + Duy tri trat tu, tri an dam bao an ninh tren dia ban Ddi vdi hoat dpng kinh doanh cua NHTM viec dam bao an toan vi tai san la rat quan vl no anh hudng tryrc tiip din uy tin cua ngan hang va niem tin ciia khach hang Do vay, chinh quyin dia phuang phai tang cudng cong tac tuin tra, giam sat khdng di tranh xay nhung tinh trang dang tide gay anh hudng din hoat dpng kinh doanh ciia cac TCTD ndi chung GVHD: Ths Trdn CongDuTrang94SVTH: Trdn Thi ThiiyLinh Chuang 4: Gidiphdp vd kien nghi 4.3.3 Ndng cao chat luang dich vuphi tin dung DM v&i NgSn hang Phdt triSn Me Kong + Nhanh chong thuc Men du an xdy dung ccr so tang Miu mdu vd cong ngh^ thong nhat cho todn h^ thong Hinh 4.1 - Diem giao dich kieu mdu ciia MDB Ke hoach trien khai hoan thien cac dp an xay dung, cai tao tru so, trang bi ca sd v$t chSt khang trang theo tieu chuan cac didm giao dich kidu mau cho cac don vi kinh doanh cu va mdi cho toan he thdng da dugc MDB len phuang an nhung den van chua thuc Men dong bo Do do, MDB can co cMdn luge diu tu cu the va nhanh chong thuc hien dS cac Chi nhanh/ phong giao dich va qnf tiet kiem tren toan quoc co di^u kien phuc v^ khach hang tot hon gop phan nang cao chat lugng djch vu Ngan hang Ve cong nghe, MDB nen thuong xuyen cap nhat ph^n mem mdi tien ich cao d6 trien khai ap dimg cho toan he thong nham thu dugc hieu qua cao kinh doanh, nhat la tron^ hoat dong dich vu ngan hang ban le theo dinh hudmg cua Ngan hang den nam 2015 Ap dung cong nghe thong tin dl cai thien quy trinh, thu tuc xii ly h6 so cua Ngan hang dugc tien hanh nhanh ggn hon Ve pham vi hoat dong, vi^c ma rong va hoan thien mang luai Chi nhanh khSp toan quoc cung nen dugc day manh thuc hien nham dam bao kha nang tiep can cua khach hang vdi Ngan hang + Thuc Men da dang hoa cac loai hinh dich vu Ngan hang MDB can co chidn luge da dang hoa cac dich vu cung dp, phat trien them nhieu dich vu mdi, tao su khac biet so vdi dich vu ma ngan hang da cung cap vh chu nhieu han vdi cong tac nang cao chat lugng nham thda man toi da nhu cau su dung cua khach hang Trong do, thuc Men chinh sach phat hanh va toan da dang cac loai The nhu: the noi dia, the lien ket (Visa, Master Card), cCing nen dugc chu Hinh he thong cM nhanh dong sur d\mg cac thiet bi ATM, Home Banking, Mobile Banking, cho phep kinh doanh true tiep giao dich, hoat dong suot Ben canh do, mdr rong kenh toan qua the cung la viec can dugc Ngan hang xem xet va cd kd hoach tridn khai thuc Men cu thd ddn timg diem giao dich KM do, Ngan hang cd the mcr rong kien ket vdi cac ca quan, doanh ngM?P thpc Men dich vp chi luang qua the, nhung phai tao didm khac Met nhu: thay vi chi gM tang tai khoan cho chu the tM Ngan hang nen liet ke cM tiet timg khoan muc tang/ giam phat sinh Pen tai khoan Pong thang chlng han; lam nhu the se lam khach hang quan tam va tMch thu GVHD: Ths Tran CongDu Trang 95 SVTH: Trdn Thi ThuyLinh Chuang 4: Gidiphdp vd kiin nghiNdng cao chat luang dich vuphi tin dung hern Dilu giiip Ngin hang co till thu hut them luang tiln gui khong ky han gdp phin phit triln hoat dong huy ding vln Han thl, thuc hien dp an thu hoc phi qua Ngan hang t^i mot so trucmg Dai hoc/ Cao ding vtii MDB la d Bdi, tit nam 2010 MDB da phli hop cung Quy Thai bio kinh tl Shi Gdn thuc hien Dp an Me Kong vdi chucmg trinh cho vay tien hoc khong tinh lai tai mot so trucmg Dai hoc, do, tan d\mg mdi quan he MDB nen thda thuin viec thu hoc phi qua tai khoan Ngan hang nham ma ring pham vi kinh doanh Vdi nhftng sin phlm dich vu hien tai, MDB cin co mot cube dinh gii tong the vl hieu qua hoat dpng ciing nhu chit lupng ciia timg loai hinh dich vu sau thai gian triln khai thpc hien dl co cii nhin khii quit vl tinh hinh hien tai nham xiy dung chien luac phat triln tit han thai gian tdi Song, rit ndn chii y cung cap s^n phlm trpn gdi, dam bao tinh hieu qua doi vdi khach hang va c4 MDB + Ndng cao hieu qua quan tri nguon nhdn luc Con ngudi luc nao cung la nhan to quan trpng, do, chii trpng cong tac nhan sir khong chi la cong viec cua timg Chi nhanh ma phai cd su ket hop quan ly, dao tao toan he thong MDB nen xay dung ke hoach dao tao dpi ngu can bp nhan vi^n ro rang viec nang cao trinh dp chuyen mon nghiep vti, ky nang lam viec ciing nhu thai dp phuc vp dong bp tai timg dan vi T6 chiic cac buli hoi thao nhan sp dp cao va tap huan cho tit ca cic nhan vien cung nen duac to chiic dinh ky Thudng xuyen tl chiic cac hoat dpng thu gian nham lam tang su gan kit giQa cac nhan vien Trong hoat dpng kinh doanh, mac du lai nhuin la chinh song cung nhd cd nhung ngudi, nhd cd nhung can bp gidi mdi cd ket qua Do vay, to chuc cac chuang trinh du lich luin chuyln cho nhin vien la each dl gift chin va cung nhu mot hoat dpng ghi nhin su dong gdp ciia ho vi su phat triln chung cua he thing Qua diy cho thay, can bp cong nhin vien thupc cac ca quan nha nude rat hilm rdi bd dan vi, dieu do nhidu yeu tl, cd thl la d che dp lam viec nhung cd thl thay phin ldn la nhd nhftng chinh sach dai ngp va su quan tim siu sac den tung ca nhin & diem cac dan vi tu nhin nen hoc hdi nhieu d cac ca quan nha nude + Tang cuang cong tac quan tri Marketing Cac phdng^^ao d[ch va chi nMnh chua quan tim dung muc din viec quang ba thuang hieu cho Ngin hang Do do, can xiy dtmg mpt so chuang trinh quing ba thuang hieu, quing ba ye ht^t dong kinh doanh cua ngin hang, diy manh cong tac " tiep uh deniinui^^i^ffl'Bra^^'liemrnangT-Ben^canh-dd'Cung^cingift-mdi quan he tot dep, thyrc hien tit cong tie cham sdc khach hang, thuc hien chien luac khach hang diing din dl ngin hang va khach hang ludn gan bd vdi nhau, mli quan he ludn tin tai khach quan va bl sung cho cung phat triln Cin danh gia va coi trpng khach hang truyen thing, khach hang cd uy tin de thiet lip mdi quan he tin dung liu dai Ngoai ra, vdi tinh trang quing bi thuang hieu hien tai, MDB nen cd chinh sich hd tra nhin su, tai chinh cho viec lip bd phin Maketing tai cic Chi nhinh dl true tilp thuc hien hoat dpng Marketing tren chinh dia ban cua ho trd nen chuyen nghiep va hieu qua han Cong tic chftng to su quan tim cua MDB den vdi tung chi nhinh va cung thuan tien cho hoat dpng tra, kiem soit GVHD: Ths Trdn Cong DuTrang 96SVTH: Trdn Thf Thuy Link Chuang 4: Giai phap va kien nghiNdng cao chdt luang djch vuphi tin dung Ket luan chirong Sau nhung phan tfch chi tiet a cac phan trudc da cho thiy ro thuc trang phat trien hoat dong phi tin dpng tai MDB Long Xuyen cung nhung danh gia khach quan ye chat luong dich vu, chuang co du ca stt de duac the hidn mot so giai phap va kien nghi cho d6 tai nghien ciiu Ban than la chi nhanh ciia mot ngan hang TMCP, MDB Long Xuyen chiu su giam sat chat che tit Chinh phu, NHNN, ca quan quan ly tai dia phuang va ca Hoi sa chinh nen viec de giai phap phat trien phai dam bao tuan thii chii truang, ke hoach phat trien chung ciia ca nuac va dinh huang phdt trien cua MDB Hieu duac vin de nay, chuang cung da the hien duac nhtog ke ho^ch va dinh hudng phdt triln dich vu phi tin dung thai gian tdi trudc di den viec de xuat giai phap Cu6i cimg la dua tren nhung tdn tai thuc te ciia dan vi, tac gi^ cung da neu len duac mot s6 bien phap kha thi va phu hop vdi dieu kien, tinh hinh hoat d6ng tai MDB Long Xuyen hien Tir c6 th6 giiip Chi nhanh phan nao cai thi^n duac tinh hinh kinh doanh hien tai va timg hudc phat trien han hoat dong dich vu tuong lai GVHD: Ths Trdn Cong DuTrang 97SVTH: Trdn Thi Thity Link Ket ludnNdng cao chat luang dich vuphi tin dying KET LUAN CHUNG Xua nay, Unh vuc ngan hang tin dung v6n dupe xem nhu hopt dpng kinh doanh chinh nhung moi trudng kinh doanh hien thi viec phat trien hoat dpng tin dpng ciing dky khd khan, thach thiic Vi vay, nhitag nam gan day cac NHTM co khuynh hudng ca cau lai nguon thu nhap cua minh bang viec thuc hien da dang hda cac loai hinh dich vu, cu the la phat trien mang dich vu phi tin dung Dich vu phi tin dung cua NHTM khdng la hoat dong kinh doanh chinh, khong mang lai ngudn thu nhap cao song ciing khong the phu nhan vai tro quan ciia chiing doi vai hopt dpng kinh doanh cua ngan hang Phat trien dich vu phi tin dung khong nhung giup ngan hang gi^m thieu dupe rui ro m^ tao nguon thu nhap 6n dinh, la hoat dpng b6 trp giiip phat trien cac hoat dpng ca ban khac Vai cac loai san phim phong phu, dich vu phi tin dung co kha nang dap ling dupe nhu cau da dang ciia khach hang, tir giup xay dung moi quan he tot dep giua ngan hang va khach hang, gdp phan cung co vi the ciia ngan hang, la nen tang cho dinh hudng phat trien lau dai va bSn vung Chinh vi thg, hoat dpng phi tin dung dan trd nen quan trpng, cang khang dinh dupe vai tro, vi tri cua minh qua trinh phat trien a moi ngan hing Mac du vay, nhimg tren mot thi trucrng co nhieu doi thu canh tranh s6 lupng ngudi tieu dung co gidi han cimg vdi viec cac san phim dich vii cua ngan hang tuang tu thi phat triin vi mat s6 lupng khong hieu qua Nam dupe tinh hinh nay, hiu hit cac ngan hang diu chuyin sang thuc hien manh me cong tac nang cao chit lupng dich vu, khong phat triin theo chiiu rpng nhu trudc ma khu^mh hudng hien la di yi chiiu sau That vay, phat triin vi mat chit lupng bao gicr cung bin vung Budc tren tiin trinh do, MDB Long Xuyen cung khong ngoai 16 Tit diu nam 2012, Chi nhanh da bat diu chii trpng cong tac nang cao chit lupng hoat ddng phi tin dung tit viec thay ddi phong each phuc vu din timg budc da dang hda cac loai hinh san pham dich vu, Tu da gdp phan thuc d&y dich vu phi tin dung phat trien, the hien qua ting thu nhap tit hoat dpng dich vu tang trudng rat nhanh vao nam 2012 vita qua Tuy nhien, qua nghien cuu cho thay viec phat trien dich yu phi tin dung tai MDB Long Xuyen van kha mai va la m ang kinh doanh nho ho at dpng kinh doanh cua Ngan hang Diiu the hien qua ty trpng thu nhap tit hoat dpng dich vu, ty trpn^ -nay-rit-thip,-ehiim-khong-din-2-% trong-tong-thunh|p-hoatdpng Bencanhdd,-xet-ve tinh da dang va tiSn ich, ta thay cac loai hinh dich vu d dy van chua thi dap ling dupe nhu ciu da dang cua khach hang cung nhu kha nang canh tranh vdi cac san pham djch vu cua cac ngan hang cimg hoat dpng tren dia ban hien Chinh vi the, so vdi cac tieu chi danh gia chung thi chat lupng dich vu phi tin dung cua MDB Long Xuyen van chua du dieu kien de dupe coi la chat lupng Song, vdi cac danh gia hai long tit phia khach hang cung phln nao the hien dupe nhung n luc ciia Chi nhanh thai gian qua viec dau tu, cai thien va phat trien hoat dpng dich vu tai dan vi Tuy vay, cung khong it cac mat van chua dupe khach hang danh gia cao Dien hinh la ve ca sd vat chat va quy trinh lam viec Do do, muon nang cao chat lupng GVHD: Ths Trin Cong DuTrang 98SVTH: Trdn Th( Thity Link Kit ludnNdng cao chat luang djch v^ phi tin dung dich vu phi tin dung thi giai phap ca ban Ngan hang can lam tmdc mat la trang bi ca scr vat chat va diu hi cong nghe hien dai Cimg vdi do, la phat huy tit lpi thi sin co blng each khong ngung nang cao chit luang nguin nhan lire vi dieu quyit dinh true tiep den phong each phuc vu ciia nhan vien Ve tinh hinh hoat dpng dich vu, de viec kinh doanh hieu qua hon, Chi nhanh can kiem soat chat che hon nua cac khoan chi phi va khai thac toi da nguon thu nam thong qua viec thuc hien da dang hoa cac loai hinh dich vu nham dap umg nhu cau da dring ciia khach hang va lam tang kha nang canh tranh cho Ngan hang Qua day, de tai nghien cuu hoan cung da thuc hien duorc nhung muc tieu: M?t la, giai thieu dupe cac loai hinh dich yu phi tin dpng tai Ngan hang TMCP Phat tridn Me Kong - Chi nhanh Long Xuyen v dac diem, tien ich ciing nhu lpi ich sir dung timg loai hinh dich vu tai Ngan hang dua tren ca sd cac ly thuyet ve dich vu phi tin dung ciia NHTM Hai fa, neu len duac tinh hinh phat triln dich vu phi tm dung tai Ngan hang tit nam 2010 d8n nam 2012 thong qua viec phan tich chi tiet ket qua kinh doanh, tim nguyen nhan va han che qua trinh phat trien ciia timg lo^i hinh dich vu thai gian nghien ciiu thong qua cac phan tich ve yeu t6 tdc dpng den chit luang dich vu phi tin dpng va phan tich SWOT Tir do, lam ca sa cho viec nhan dinh chung va d^ giai phap gop phan nang cao chat lupng dich vu phi tin dung tai dan viBa la, ap dpng hieu qu^ khung tieu chi danh gia chit lupng dich vu ngan hang thong qua viec ket hop danh gia tu ben va ben ngoai Tir ban than Ngan hang, da danh gia dupe hieu qua hoat dong kinh doanh dich vu phi tin dung thong qua cac chi tieu ve mire tang truong cua doanh so, ty thu nhp tir hoat dpng dich vu tren tong thu nhap hoat dpng Ben canh la phan danh gid chat lupng dich vu tir phia khach hang thdng qua viec thu tiap y kien cua 50 khach hang bang bang hoi Ba tong hpp cac danh gia dl dua ket luan chung ve chdt lupng dich vu phi tin dung tai MDB Long Xuyen Cu6i cimg la da de xult m6t so gidi phdp va kiln nghi gop phan nang cao chit lupng dich vu phi tin dung tai Chi nhanh thai gian tdi Trong qua trinh nghien ciiu cung nhan thay, vi la mot mang nho tai MDB Long Xuydn nen hoat dpng kinh doanh dich vu d day vln chua dupe theo doi chat che, the hien qua cong tdc hach todn s6 sdeh cac khoan thu - chi ciia timg loai hinh dich vp phi tin dpng chua chi tilt Nhftng nghiep vp phat sinh chi dupe ghi nhan or muc chung, chua tdch bach timg khoan mpc ro rang nen gay kho khan qua trinh phan tich va ^dnhgid Tuy rihien,^r"ca bah^ctmgd^rthe Heh"dupchhimgvah"de lienTquatTdeh vic phat triln hoat dpng phi tin dpng tpi Chi nhanh va ^ua qua trinh phan tich cang thdy dupe tam quan chiing Do do, viec diu tu phat trien dich vu phi tin d ung ciia Ngan hang hien Ta viec Tarn dung dan va phii hop vai xu th^ phat trien chung N6i ve mang phi tin dung ciia NHTM thi day la ITnh vuc kha rpng va co the dupe nghien ciiu duai nhilu goc dp khdc de khai thac nhung lpi thi tiem nang hoat dpng kinh doanh Tuy nhien, thai gian va kha nang co han nen dl tai da dupe dimg lai cr viec phan tich va tim giai phap phat triln cho mot chi nhanh ngSn hang vdi pham vi tuang doi hep Song, day la cung tien de, lit ca sd cho hudng phat trien de tai d miic dp cao han qua trinh nghien ciiu sap tdi GVHD: Ths Trdn Cong DuTrang 99SVTH: Trdn Thi Thity Link Ndng cao chat lu^ng dich vu phi tin dung tai MDB — Chi nhdnh LongXuyen TAI LlU THAM KHAO ^2G3BQG3 '^ ^tailiful ?' ' I^i ^ ',•>, T ,-Tl V ^ ^ 1f^ ^SlT, "LI , Nguyln Minh Ki'eu 2009 NghiSp vu ngan hang TP HCM NXBThOngke Nguyln Dang Dan 2009 Ly thuyet Tai chinh Tiln te TP HCM: NXB Dai hoc quoc gia TP HCM Nguyln Kim Dinh 2010 Quan Tri Chit Luqng TP HCM: NXB Tai Chfnh Nguyln Dang Dan 2011 Nghiep vu ngan hang thuong mai TP HCM: NXB Dai lwc qu6c gia TP HCM Trln Huy Hoang 2011 Qu^n tri Ngan hang thuang mai Ha Npi: Sach/ giao trinh NXBLaodOngxahoi Ngu^Sn Hhu Ngoc Lan 2010 Giao trinh quan tri chkt luang Khoa kinh te - QTKD Dai hoc An Giang Pham Le H6ng Nhung 2011 Giao trinh Huong din thuc hanh SPSS ca b&n Dai boc Cln Tha Philip Kotler 1999 Marketing Essentials Chicago: Northwestern University Parasuraman.A, V.A Zeithaml, & Leonard.L Berry 1985 A Conceptual model of service quality and its implication for future research Journal of marketing 10 11 Nghi dinh s6 160/2006/ND-CP cua Chinh phu quy dinh chi tilt thi hanh Ph^p lenh Ngoai hli Chi thi so 05/2007/CT-NHNN 11/10/2007 vl viec tra luang qua tai khoan cho cac doi tuong hudng luong tit NSNN Th6ng^us6-20/20TT/TT-NHNN-ngay^9/8/2011-quy-dinhwiec- 12 Van ban/ mua, ban ngoai tf tien mat cua ci nhan vdi TCTD duac phep Quylt dinh so 2453/QD-TTg 27/12/2011 cua Thu tudng quydinh 13 Chfnh phu phe duyet Be an day manh toan khong dung tiln mat tai Viet Nam giai dqan 2011-2015 14 Quyet dinh si 1131/QD-NHNN 30/5/2012 ve hqach tri'en khai thuc hien Quyet dinh si 2453/QD-TTg 15 Thong tu so 16/2012/TT-NHNN huong din mot so dilu ciia Nghi dinh so 24/2012/ND-CP 03/4/2012 GVHD: Ths Tran CongDu TranglOO SVTH: Trdn Thi ThuyLinh Ndng cao chat luang djch vuphi tin dung taiMDB - Chi nhdnh LongXuyen 16 Thong hi s6 35/2012/TT-NHNN 28/12/2012 quy dinh ve phi dich vu doi vdi the ghi np npi dia dp dung den chu the Thong hi si 36/2012/TT-NHNN 28/12/2012 quy dinh v8 17 18 trang bi, quan ly, van hanh va dam bao an toan hoat dong cua may giao dich tit dong Cong van si 79/NHNN-QLNH 4-1-2013 ciia Ngan hang Nha nude Viet Nam v6 viec triln khai mang luoi mua, bdn vang mieng 19 Bao cao t6ng kgt hoat dong ngan hang, cac TCTD nam 2012 va triln khai nhiem vu nam 2013 cua NHNN Viet Nam - Chi nhdnh AnGiang 20 Bao cao tinh hinh kmh t8 - xa hoi ca nam ciia Tinh nam 2010, 2011,2012 Bao cao thudng nien nam 2011 va Bdn cao bach torn tit nam 22 Bdo cao Bao cao kit qua kinh doanh cua Ngan hang TMCP Phdt triin Me 23 Kong - Chi nhdnh Long Xuyen tir nam 2010 den nam 2012 24 Bang can doi ke toan cua Ngan hang TMCP Phdt trien Me Kong - Chi nhdnh Long Xuyen tu nam 2010 den nam 2012 25 Bao cdo thucrng mai dien hi cua Bo Cong Thuong va Cue Thuong mai dien hi va Cong nghe thong tin nam 2011 26 Website 2010 cua Ngan hang TMCP Phdt trien Me Kong Capgemini 2012 2012 Retail Banking Voice of the Customer Survey, report C6ng thong tin dien hi tinh An Giang: 27 http://www.an2iane.g0v.vn 28 Ngan hang Nha nuac: httn://www.sbv.gov.vn 29 Ngan hang TMCP Me Kong: httn://www.mdb.com.vn H6i tieu chuin va bao ve ngudi tieu cung Viet Nam: 30 31 T6ng cue thing ke Viet Nam: htto://www.eso.eov.vn 32 Mai Van Sac 2007 Mot so giai phdp chu yeu nham phdt trien dich vu ngan hang bdn 18 doi vdi cac NHTM trdn dia ban tinh Gia Lai Luan van thac si kinh t6 Bai hoc kmh te TP.HCM 33 Niem gidm thing ke cua tinh An Giang nam 2011 34 - ISO 9000:2000 - Tieu chuin phu tip ISO 8402 Tai lieu khdc httD://www.neuoitieudune.com.vn GVHD: Ths Trdn CongDu Trang 101 SVTH: Trdn Thi ThuyLinh Ndng cao chdt luang dich vuphi tin dung tai MDB - Chi nhdnh Long Xuyen PHU LUC Ban cau hoi phdng van BAN CAU HOI PHONG VAN Xin chdo Anh/Chi! Toi ten la Tran Thi Thuy Linh, sinh vien chuyen nganh Tai chinh - Ngan hang thuoc khoa Kinh td - QTKD cua truong Dai Hoc An Giang Hien toi dang tibn hanh thuc hien mot nghien cuu khoa hoc vbi de tai "Ndng cao chdt luomg dich vu phi tin dung tai Ngan hang TMCP Phdt triin Me Kong - Chi nhdnh Long Xuyen" va cdn y kien danh gia cua Anh/ Chi van de Mong Anh/ Chi vui long danh it phut de tra ldi nhimg cau hoi ben duoi Nhung dong gop chan cua Anh/ Chi la nguon dii HSu quan cho de tai nghien curu va la co sd de Ngan hang dinh hudng cho viec nang cao chat lircmg dich vu phi tin dung thai gian tdi Xin cam an! Anh/ Chi vui long cho biet miic dong y cua minh cac phdt bieu dudi day bang each ddnh dau vao mot cac so tir 1-5 theo quy udc nhu sau: ââđââ Hodn todn phdn doi Phdndoi Trunghoa Dongy Hodn todn dong y Khi Ngan hang hiia lam didu gi vao thai gian nao thi ho se lam dung nhu vay Khi Anh/ Chi gap trd ngai, Ng^n hang chumg to moi quan tarn that su muon giai quyet trd ngai dd Ngan hang thuc hien dich vu diing tir Idn ddu tien© © © © © Ngan hang cung cap dich vu kip thai theo yeu cau cua Anh/ Chi© © ® © © Ngan hang hru y khong dg xay mot sai sot naoâ â đ â â Nhan vien ng^n hang cho Anh/ Chi biet thai gian cu thg se thuc hien dichvu Nhan vien ngan hang phuc vu Anh/ Chi mot each nhanh chongâ â đ â © Nhan vien Ng^n hang luon sin sang giiip Anh/ Chi© © © © © Nhan vien Ngan hang khdng bao gib to qua ban ron di khong dap tog yeu clu cua Anh/ Chi Cach phuc vu ciia Nhan vien tao su tin tudng cho Anh/ Chi© © © © © Quy vac: Cac cum th dung bang hoi mang j> nghia nhu sau: (1) Ngan hang: Ng^n hang TMCP Phat trien MS K6ng - Chi nhanh Long Xuyen, (2) Dich vu: Dich vu phi tin dung cua Ngan hang GVHD.Ths.Trdn Cong DuTrangaSVTH: Trdn Thi Thuy Linh Ndng cao chdt luong djch vuphi tin dung tai MDB - Chi nhdnh LongXuyen Anh/ Chi cam thiy an toan giao dich vdi Ngan hangâ đ (D â © Nhan vign Ngan hang hao gib cung lich su, nha nhan vdi Anh/ Chi© © © © © Nhan vien Ngan hang dii ki^n thirc de tra l^i cac cau hoi cua Anh/ Chi âđâââ Ngan hang luon dac biet chu y dgn ca nhan Anh/ Chiâđ â@â Ngan hang cd nhan vien biet quan tam dSn nhu ciu cua Anh/ Chiâ â đ â â Ngan hang ldy lqi ich cua Anh/ Chi la diSu tam niem cua hoâ đ â â â Nhan vien ngan hang higu ro nhftng nhu cdu cua Anh/ Chiâ đ đ â © Ngan hang lam viec vao nhung gio thuan tign© ® © © © Trang thiet bi cua NgSn hang rdt hien daiâ â đ â â Co sd vat chit cua Ngan hang khang trang, tien nghi© © © © © Nhan vign Ngan hang an mac tuom tat©@®©© Sach anh gidi thieu Ngan hang cd lign quan din dich vu rit dep ©©©©© Anh/ Chi vui long cho biit them mot so thong tin cd nhan Gicdtinh:QNam Dotuoi:Q15-25 QNir Q26-36 Q37-50 DTrgn50 Nghi nghi^p:? Hpc sinh, sinh vignD Lao dpng phi thgng ? Cong nhan vign? Khac R&t cam am • dong gop nhiet ^nh cua Anh/ Chi! GVHD: Ths Trdn Cong DuTrang bSVTH: Trdn Th\ Thicy Link ... ludn chungNdng cao chat luang dich vuphi tin dung 1.3.3 Bdnh gid chit lupng dich vit phi tin dung cua NHTM *Cdc chi tieu itdnh gid chit luang dich vu ngdn hang Chinh vi viec danh gia chit luang... (3.473) (10,86) Chi phi HD dich vu 140 166 660 26 18,57 494 297,59 Chi phi HD khac 580 682 102 17,59 (682) (100,0) Chi phi nhan vien 5.141 6.006 7.563 865 16,83 1.557 25,92 Chi phi khau hao 1.591... 10,56 525 29,85 Chi phi khac 3.050 3.333 9.263 283 9,28 5.930 177,92 22.881 23.442 25.394 561 2,45 1.952 8,33 Thu nhap tut dich vu Thu nhap khac TOngchiphi Chi phi lai h cac chi phi tucrng tu