Thddng khaeh hang mnng ddi dddc ngan hang thdng bao bang thd dien td nhanh chdng qua hdm thd ngi bg dagc t h i i t lap gida ngan hang va khaeh hang, hoac la nhan vien ngan hang ggi d[r]
(1)Chat IUdng dich vu ngan hang dien tui Nguyin Van Thang - Giang vien Tradng Dao tao va Phat trien nguon nhan ldc Vietinbank
Irong nhOrig nam gan Say, cac ngan hang fhi/cng mgi (NHIM) Vie! Nam Sang fich ci/c nang cao finh cqnh franh vd khai fhac foi Sa cac co" hoi fu' fhi fri/6'ng mang Iqi, Sqc bief Id b mang dich vij ngdn hdng bdn le Ihdch fhu'c Idn nhaf d mdng ndy Id viec dp lyc cqnh franh gia fdng fren fhi fri/dng ngi Sia Vief Nam mo" ci^a hgi nhdp vd nhu cau hay fhay Soi cua khdch hdng, cdc NHIM cijo Vief Nam buoc phdi uTig dijng cong nghe fhong fin hien Sqi nham Sdp ung nhu cau ngdy cdng cao, phong phu cua khdch hdng Bdng cdch ling dung cong nghe ngdn hdng hien Sqi, cdc NHIM Vief Nam Sd cho fdi mgf phuo'ng fhdc cung iing jdn phdm dich vu mdi, Sd Id viec cung iing sdn pham vd dich vu fhdng qua kenh phdn phoi bang mqng lu'di v i l n fhong vd infemef md chiing fa quen ggi Id ngdn hdng Sien fu'lNfffil) W r a Sdi cua dich vu NH6I Sd Idm fhay Soi hodn fodn moi quan be giu'a ngu'di 51^ dung dich vy vd ngdn hdng Irudc Sdy, khdch hdng phdi Sen giao dich fri/c fiep vdi nhdn vien ngdn hdng, fhi hg cd fhe fhi/c hien raf nhieu giao dich vdi ngdn hdng fufxa, mang Iqi fien Ich vd gidm chi phi cho khdch hdng
1 Nhiing yeu to thuc day phat trien NHDT
Cac tien ich ma NHOT dang mang lai la khong the phu nhan V l phia ngan hang, ehi phi diu ta cflng nghe ban diu taong dii t i n kem, song bu Igi ngan hang se giim thieu ddge viec d i u td nhan ldc dan t r i i ; khdng phii diu td dja diem va eae ehi phi in i n , Idu chuyen h i sd eho viee giao djch tmyin thing Oii vdi khach hang, hg se nhan ddge sy eung dng djch vu nhanh hdn r i t nhieu so vdi trddc day Chi mgt vai thao tac tren internet, mobile hay qua he thflng the thi khaeh hang cd the thUc hien dagc giao dieh chuyen tiin.Thdng thadng giao djch tai quay eho mgt khaeh hang chuyen tiin mat chdng 15 phdt, chda ke thdi gian di lai va chd dgi niu dong khach Vdi ngan hang dien td, khach hang da t i i t kiem 6ugc ehi phi, t i i t kiem dddc thdi gian va giim bdt cac thu tuc giay td Ngoai khaeh hang cung khdng phii mang theo nhilu tiin
mat, giim thiiu rui ro m i t mat, tiin gia, nhim lan trang qua trinh kiem dim
Vdi nhdng ldi leh nha tren, NHOTehlnh la xu hadng phat trien hien cua djch vy ngan hang ban le tai t i t ca cac ngan hang thddng mgi (NHTM) Viet Nam
2 Ch^t IUdng d|ch vu hoat flgng ngan hang dien tui
Oiu td va phat trien djch vy NHOT la mgt trang nhdng bien phap gia tang tinh canh tranh, nang cao vj t h i cua mgt ngan hang tren thj tmdng sdi dgng hien Ben canh viec ehay dua viec cung cip djch vy ngan hang dien td, cac NHTM Viet Nam cung phii nang cao chit Idgng djch vy cho dap dng va thda man ddge yeu c i u v i c h i t Idang djch vy cda khach hang Nhdng dac trang c i u c h i t lagng djch vy NHOT bao g i m met so yiu t i ca ban dddi day
2.1 Si/tin cay
So vdi dich vy ngan hang truyin thing, thi djch vu dien td tap tmng vao chde nang giao djch va thong tin tren trang web ngan hang, hay qua dien thoai c i m tay nhiiu han la hoat dgng phuc vy trdc tiip cua giao djch vien Oay la yiu to lien quan tdi nhdng ehde nang mang tinh chit ky thuat hien dai Khaeh hang se eim thiy khong hai Idng cd mgt doi lin khong tmy cap dagc vao trang web cua ngan hang, hoac phii mat mgt khoang thdi gian nhit djnh mdi tmy cap dugc Oay la thdc trang ma hien khach hang van thddng xuyen gap phai sd dyng djch vu vin tin trdc tuyin [online], hay giao djch online cua kha nhiiu trang web thuge eac NHTM Viet Nam gap phai Hien tai eae ngan hang NHTM co phin da chu trgng d i u t u nang eao eong nghe hien dai de khaeh hang ed the giao djch qua intemet, mobile Cae s i n pham djeh vy dugc r i t nhiiu ngan hang cung c i p tdi ngddi sd dung nhd xem s i ddtai khoan, van tin ljch sd giao djch, xem thong tin ty gia, toan hoa ddn dien, nddc, dien thogi, intemet Ngoai khach hang cung cd t h i gdi cac thae mac, gdp y v l s i n pham djeh vy eua ngan hang r i t nhanh chdng va tien loi
Khi thye hien cae giao djeh ke tren, khach hang mong m u i n ngan hang phai cd he thing dddng truyin tot de khong xay tinh trang mang R i t nhilu ngddi sd dyng da phan nan v l viec hg khai bao xong t i t e i nhdng thong tin c i n thiet de thyc hien mgt giao dieh, thi khong may ed ldi td may chu bao v i qua t i i va y§u c i u khach hang phii khai bao lai Niu ngan hang d i m bao dddc website eua minh ludn hoat dflng thong suit, tae la da dem lai c i m giac an tam, tin tadng eho ngadi sd dyng, dap dng ddge sdtin cay td phia khach hang
(2)NGHIEN C(]U& TRAO DOI
2.2 Kha nang Sap dng
Yeu t i Iddng kha nang ngan hang cung c i p djeh vu qua website nhd t h i nao Khi cd sd e i xiy ra, ngan hang nhan ddge nhdng thflng tin khilu nai t d phia khaeh hang Vi dy nha khach hang khong biit each dang ky sd dyng djch vy vin tin trdc tuyin; hoac thiy Idng tung phai t r i i qua nhiiu bddc, dien nhilu thdng tin de hoan mgt giao djch Vay thi hg se mong ddi gi t d ngan hang? Thddng khaeh hang mnng ddi dddc ngan hang thdng bao bang thd dien td nhanh chdng qua hdm thd ngi bg dagc t h i i t lap gida ngan hang va khaeh hang, hoac la nhan vien ngan hang ggi dien trdc tiip thong bao nguyen nhan din tdi sa e i va dda nhdng hddng d i n ho trg khach hang thae hien eac thao t i e ma hg edn chda quen Cd r i t nhiiu ngan hang da t h i l t lap nhdng tieu ehuan duoc lagng hda, chang han nhan email yeu c i u ho trg viec sd dyng eae djeh vy dien td cua khach hang, ngan hang phii hii am trang vdng 12 gid qua tha dien td, va trang vdng gid ed t i i p xdc trdc t i i p vdi khach hang qua dien thogi hoac van bin
2.3 Su thuan tien
Sd thuan tien dddc hieu nhd la viec d l dang tmy nhap, tmy xuit vao tai khoin ca nhan, t i c truy cap nhanh, giao dien than thien va d l hieu, de sd dyng Tmdc day, cd nhiiu NHTM ngi dja t i i t kiem ehi phi ban diu trang viec mua bin quyln cflng nghe; hoac nguin nhan lye ky thuat edn han c h i nen chaa Viet hda cae giao dien giao djch trdc tuyin, nhdng tieh hgp va chia se thflng tin Do dd, da gay mgt s i khd khan trien khai thyc t i td phia ngan hang cung c i p djch vu lin ngadi sd dyng Van d l thddng gap la nhan vien ngan hang trinh ngoai ngd cdn yiu, chda sd dyng thao cac phin m i m nghiep vu mdi bang tiing Anh, vi t h i qua trinh lap tai khoin cho khach hang da de xiy nhdng sai sdt dang t i i c Ngage lai, khdng phii khach hang nao cung thdng thao ngoai ngd va kien tri vdi giao dien bang tiing nddc ngoai sd dung djch vy td phia cae NHTM Viet Nam eung cap
Ngoai cd nhiiu thflng tin khae v l cac dieh vu s i n pham eua ngan hang, lai suit, ty gia hii doai, cac ehi s i chdng khoan cung phii ddac cap nhat va t h i l t k i cho khaeh hang e i m thiy thuan tien c i n tra cdu, tim hieu Cd t h i thiy rang, sau thdi gian trien khai hien dai hda he thing toan, cac NHTM Viet Nam da ed mflt n i n t i n g cd sd v l cong nghe t i t so vdi trade day, cd the so sanh nhd sau:
2.4 Kha nang thuc hien dich vu
Khi khach hang thdc hien giao djch trdc tuyin, ngan hang phii cung cip mgt sd xae nhan nhanh chdng khach hang thyc hien lenh mua ban, hoac sau mgt giao djeh nao dd hoan l i n d i u & nhdng quic gia phat
trien, moi lin khach hang thdc hien xong viec toan hda don, thi khach hang cd the in nhd la mflt bang chdng de sd dyng eho myc dich ca nhan khae
So sanh he thdng cong nghe ngan hang cii va mdi
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Tieu chi
Kha nang bao mat va toan ven lieu Mo hinh xd ly tap trung Kii6i lUcmg giao dich ldn Quin ly khiach hang quan he
Giao dich / Xd ly da te va xd ly ty gia hang cung nhu giao djch da te
Quyet toan mpi thdi diim Doi mdi quy trinh giao djch, chOf ky dien td, chdng td dien
td Tang nang s u i t ThS nhUa, he thfing k i t noi
the
KhS nang khong han c h i sfi luong truy cap
Tinh tich hgfp Backup, phuc hfii dO lieu tU
dpng Dfing bg hoa he thfing
He thong cong nghe cu
Thip Khfing dap
dng Khong dap
dng Khong dap
dng Khfing dap
Ong Khong dap
dng Khfing dap Ong [ Chi co the thoc hien
vao / ] Khong dap
Ong Khfing dap
Ong Khfing dap
dng
Thip Thip
Khfing dap dng
He thong cong nghe mfli
Cao Dap Ong Oap Ong flap Ong Oap dng Dap Ong Oap Ong Oap Ong Oap Ong Oap Ong
Cao Cao Cao
(Ngudn: Nghiep vu ngan hang, Ts Nguyin H/linh Kieu, Nxb Thdng /cej 2.5 31/bao mat
Oay la v i n de luon dddc cac ngan hang du tien dat len hang d i u xay ddng he thing giao djch dien td Bdi vi cong nghe bio mat khong ngdng ddge c i i t i l n va thay doi lien tyc Trang mfli tmdng kinh doanh diy biin dgng, n l n kinh t i cang phat trien thi viee danh cap thflng tin, danh cap t i l n mat tren mang, nan tin tac cung khong ngdng phat trien Chinh vi vay, cflng nghe bio mat cung phii luon c i i t i i n , doi mdi Ngan hang ein chu trgng vin d i vi chinh viec xay ddng dddc cong nghe bio mat, an toan se tao ddng ddge Idng tin nai khach hang, tao cho hg sd thoii mai, yen tam giao dich vdi ngan hang ' ; • i?
(3)Khaeh hang moi lin khai bao nhdng thflng tin ea nhan nhd s i the tin dyng (Master, Visa card], s i ehdng minh thd hg thadng lo nggi bj nhdng ke xiu thu thap nhdng thflng tin de phyc vu cho cae y d i md am Tham chl cd khach hang cdn khong muin de ngan hang biit nhdng thong tin rieng td cua minh vi lo ngai se bj ngan hang sd dyng thong tin dd, hay bj tin tac truy nhap trai phep va danh cap Ro rang giao djch dien td dat nhdng ddi hdi r i t cao v l tinh bio mat va an toan Khi lam viee trang moi tmdng intemet rang Idn, chdng ta phii dii mat vdi nhdng rui lien quan din viec bio mat cac luing thong tin tmyin tren dd
Nhd vay, dii vdi eae NHTM Viet Nam, eong nghe thong tin da trd cong ey quan trgng trang quin ly, kinh doanh d i m bao an toan va hieu qua, thflng qua viec tap tmng hda tai khoin khaeh hang, kilm soat t i t nguin v i n , md rgng va da dang hda cac logi hinh djch vy hien dgi Cac NHTM dang chay dua gidi thieu v i djeh vy Internet banking, vdi nhdng tien ich chi gdi ggn thdng qua nhdng dgng tae click chugt va enter Oe nang cao chit lagng djch vy NHOT, cac NHTM cin khong ngdng diu td phat trien t i n g ky thuat mang, xay dyng mflt k i t c i u eong nghe thong tin hien dai de dim bio hoat dgng djeh vu dagc thflng suit, cung cap cac
djch vy dien td da dang g i n gui va d i sd dyng tdi khaeh hang de tao ddac Idng tin td hg Ben canh dd, viec dao tao dgi ngu nhan vien lam chu dagc ky thuat hien dai, cd ky nang giao tiip, xd ly tinh huong t i t , chuyen nghiep la nhdng yiu t i nang cao cac phin c i u nen mgt chit lagng djch vu dap dng dddc ky vgng eua khach hang ã
Mot SO hiĐm hoa an toan dQ lieu va giai phap
Hiem hpa
DQ lieu bj chan lai, dpc trgm hoac sda b i t hgp
phap
Ngodi dung thay doi dac diem cua hg de gian lan NgOdi dung b i t hgp
phap
Giai phap
an toan Ma hoa Xae nhan Bdc todng
Ida
Chdc nang
Ma hoa 6e ngan chan lam thay doi
b i t hgp phap Xae nhan dac diem
nhan dang Lgc va ngan chan cao luSng thong tin
tham nhap mang hoac may chili
Cong nghe Ma hoa
dodng truyin Choky dien td
BOc todng Ida
(Nguon: Nghiep vu ngan hang, Ts Nguyin Minh Kieu, Nxb Thong /ce)
Vu Tien Diilc - Trung tann Cong nghe Vi dien tCf va Tin hpc - Vien LJng dung Cong nghe Tiep theo ky trudc
Mgi sd giai pliap phat trien Oe phat trien cflng nghe vi dien td bin vdng, sau cd y tddng dung va nhdng ngddi tam huyit, can cd du tiin vin, may mde, thi trddng
Xae dinh phuang hudng va muc tieu phat trien trudc mat va lau dai
Nhat B i n cd chUdng trinh Nhat Bin dien td td nam 2001 hddng din xa hgi mgi ngddi cd the ehu dgng sd dyng va hddng trgn ven Igi Ich cua cong nghe thong tin Nhat Bin dien td td 2003 nhim tao xa hgi sau sac, an
toan, i n tdgng va tien lgi bang viec tich cdc dng dung cflng nghe thflng tin
Han Quic cd ChUdng trinh Han Quic Dien td td nam 1987 nham xay ddng he thing thong tin cd sd va dd an tin hge hda quic gia K l hoach May tinh Han Quie 21 d i cap d i n xa hgi thong tin mdi nham vdgt qua cugc khdng hoing kinh t i Chau A va chuyen doi nln kinh t i Han Quic sang nin kinh t i tri thdc
Singapora xae djnh k i t nii thflng tin va truyin thong la chia khda thao gd
nang lye eua ea nhan, to chdc, doanh nghiep nham dat hieu qua va nang cao sde s i n xuit, niy sinh y tddng lam giau cugc sing va tao nhdng gia trj mdi Hge tap kinh nghiem nddc ngoai, Viet Nam c i n d i xuit cac Dd an quic gia v i KH&CN gdp phin phat trien kinh t i - xa hgi va an ninh - quie phdng (do Lanh dao c i p eao trye t i l p ehi dao] bao g i m miy ngi dung chinh sau day: Ten Ida, Rada, Hii quan, Ve tinh, Oien hat nhan Thong tin chf huy, Mfli tmdng Vdi myc tieu daa cong nghe vi