(YRC) - Bien Phap Nang Cao Chat Luong Dich Vu The ATM Cua Cac NHTM Viet Nam Trong Tien Trinh Gia Nhap WTO

B Gio dc v o to Tr-ng i hc Ngoi Th-ng ---------o0o---------
Cng trnh d thi Cuc thi
Sinh vin nghin cu khoa hc trng i hc Ngoi Thng nm 2006
Tn cng trnh:
Bin php nng cao cht l-ng dch v th ATM ca cc NHTM Vit Nam trong tin trnh gia nhp WTO
Nhm ngnh: XH1b
H Ni - 08/2006
MC LC
Danh mc cc t vit tt ............................................................................................ i Danh mc hnh v - bng biu .................................................................................. ii Li ni u ................................................................................................................... 1 CHNG I: NHNG VN CHUNG V DCH V TH V CHT LNG DCH V TH VIT NAM .................................................................................... 2 I Khi qut chung v dch v th ............................................................................... 2 1. Nhng vn c bn v dch v th ............................................................. 2 1.1 Khi nim ................................................................................................. 2 1.2 Lch s hnh thnh dch v th .............................................................. 2 1.3 S xut hin th ATM Vit Nam......................................................... 4 2. Phn loi th ATM ......................................................................................... 5 2.1. Phn loi theo cng ngh sn xut ........................................................ 5 2.2. Phn loi theo phm vi lnh th ........................................................... 6 2.3. Phn loi theo ch th pht hnh ......................................................... 7 3. Cc ch th lin quan n hot ng pht hnh v thanh ton th ATM ..................................................................................................................... 7 3.1 Ngn hng pht hnh .............................................................................. 7 3.2 Ngn hng thanh ton ............................................................................ 7 3.3 Cc t chc th quc t ........................................................................... 7 3.4 n v chp nhn th .............................................................................. 8 3.5 Ch th ..................................................................................................... 8 4. Li ch ca th ATM ...................................................................................... 8 4.1 i vi ch th ......................................................................................... 8 4.2 i vi ngn hng .................................................................................... 9 4.3 i vi cc c s chp nhn th ............................................................. 9 4.4 i vi nn kinh t .................................................................................. 9 II- Cht lng cung cp dch v th .............................................................................. 10 1. Cht lng dch v th .................................................................................. 10 2. Tiu ch nh gi ............................................................................................ 10
http://svnckh.com.vn
2.1 Tnh nng v tin ch ca th ATM ................................................................... 10 2.2 Cht lng phc v ca h thng my ATM v cht lng h tr khch hng ..... 11 2.2.1 Cht lng dch v ca h thng my ATM ..................................................... 11 2.2.2 Cht lng h tr khch hng: ........................................................................... 11 2.3 Ri ro i vi khch hng trong qu trnh s dng dch v th ATM ........ 12
CHNG II: THC TRNG CHT LNG DCH V TH ATM CA H THNG NGN HNG THNG MI VIT NAM ................................................................................ 14
I - Thc trng cht lng dch v th ATM .................................................................. 14
1 Tnh nng v tin ch ca th ATM ............................................... 14

2 Cht lng phc v ca h thng my ATM v cht lng h tr khch hng ........ 18 2.1 Cht lng dch v ca h thng my ATM ............................................. 18 2.2 Cht lng h tr khch hng: ................................................................. 22 3.Ri ro i vi khch hng trong qu trnh s dng dch v th ATM .............. 23 II- nh gi chung v thc trng cht lng dch v th ............................................ 25 1. Nhng kt qu t c .................................................................................. 25 2. Nhng hn ch v nguyn nhn ...................................................................... 25 2.1 Hn ch ...................................................................................................... 25 2.2 Nguyn nhn ............................................................................................. 27 2.2.1. Mi trng php l ................................................................................ 27 2.2.2. V mt t chc ..................................................................................... 28 2.2.2.1 Thiu s lin kt gia cc NHTM vi nhau ........................................ 28 2.2.2.2 Thiu s lin kt gia cc NHTM vi cc im chp nhn th .......... 32 2.2.3. Vn con ngi .................................................................................. 33
CHNG III: CC BIN PHP NNG CAO CHT LNG DCH V TH ATM CA H THNG NGN HNG THNG MI VIT NAM NHM P NG NHU CU RA NHP WTO ........................................................ 35 I - L trnh m ca dch v ngn hng v thch thc ca n i vi dch v th ................. 35 1. L trnh m ca dch v NH ............................................................................ 35
2. Nhng c hi v thch thc i vi vic cung cp dch v th khi m ca dch v ngn hng .......................................................................................... 36 2.1 C hi ........................................................................................................ 36 2. 2 Thch thc ................................................................................................ 37 II- nh hng pht trin dch v th ATM trong tin trnh gia nhp WTO ............... 38 III - Cc bin php nhm nng cao cht lng dch v th ATM ca h thng ngn hng thng mi Vit Nam, p ng nhu cu ra nhp WTO ....................................... 39 1. Cng c v hon chnh hnh lang php l p dng cho hot ng kinh doanh th ATM..................................................................................................... 39 2. Tng cng cng tc Marketing v h tr khch hng .................................... 40 3. Tng tnh lin kt gia cc ngn hng vi nhau v gia ngn hng pht hnh th v cc s s chp nhn th ....................................................... 41 3.1 Tng tnh lin kt gia cc ngn hng vi nhau ........................................ 41 3.2 Tng tnh lin kt gia ngn hng pht hnh th v cc s s chp nhn th: .......... 43 4. Bin php nng cao k thut ............................................................................ 44 5. Tng cng qun l ri ro ................................................................................ 46 6. Nng cao cht lng ngun nhn lc ........................................................... 48
Kt lun ........................................................................................................ 49 Ti liu tham kho
LI NI U
S pht trin ca sn xut v trao i hng ha l ng lc cho s ra i v pht trin ca tin t. Tri qua qu trnh pht trin, tin t ln lt tn ti di nhng hnh thi khc nhau: ha t, tin giy, tin tn dng, tin in t. Hnh thi tin t sau bao gi cng c nhng tnh nng hn hn so vi hnh thi tin t trc n. Th ATM, mt hnh thc ca tin in t, ang l mt trong nhng phng tin thanh ton tin dng v an ton nht v c s dng rt rng ri trn th gii, c bit l cc nc c nn kinh t pht trin trn th gii.
Nm 1986, Vit Nam bt u cng cuc i mi nn kinh t mt cch ton din, ko theo l cuc ci t h thng ngn hng Vit Nam. T lc khi u cng cuc ci t n nay, h thng ngn hng Vit Nam c nhiu bin chuyn ln. Trong , s xut hin ca dch v ngn hng hin i, c bit l dch v th ATM, l mt trong nhng t ph ln. Th ATM sm bc l nhng tnh nng vt tri so vi cc phng thc thanh ton khc. Tuy nhin cht lng dch v th ATM ca cc NHTM Vit Nam vn cn nhiu hn ch, cha thc s thu ht khch hng. Do , cn phi c cc bin php nng cao cht lng dch v th ATM p ng nhu cu thanh ton ca khch hng. Nht l trong tin trnh gia nhp WTO, Vit Nam cn nhn thc r tm quan trng ca vic xy dng cht lng dch v th ATM, to iu kin pht trin mt h thng thanh ton hin i p ng yu cu pht trin kinh t - x hi. Nhn thc c tm quan trng ca vic nng cao cht lng dch v th ATM, nhm vit ti quyt nh la chn ti nghin cu: Bin php nng cao cht lng dch v th ATM ca cc ngn hng thng mi Vit Nam trong tin trnh gia nhp WTO. Trong khun kh ca mt ti vi 50 trang, nhm nghin cu hy vng ng gp c mt phn trong vic a ra nhng xut v vic pht trin h thng thanh ton bng th ATM trong h thng NHTM Vit Nam.
CHNG I
NHNG VN CHUNG V DCH V TH V CHT LNG DCH V TH VIT NAM I KHI QUT CHUNG V DCH V TH 1- Nhng vn c bn v dch v th 1.1 Khi nim Th ATM (Automated/Automatic teller machine card) l mt phng tin thanh ton khng dng tin mt do cc ngn hng (NH) pht hnh th cp cho khch hng rt tin v thc hin nhiu dch v ti chnh khc ti cc ATM (cc my rt tin t ng). Hin nay, th ATM l phng tin thanh ton hin i v ph bin nht trn th gii.
ATM, hay my rt tin t ng, l mt thit b vin thng my tnh in t cho php ch th trc tip truy cp vo ti khon NH ca h, rt tin mt v kim tra ti khon hoc tip nhn mt s dch v khc do NH pht hnh th hoc/v NH thanh ton th cung cp m khng cn c nhn vin ngn hng tr gip.
1.2 Lch s hnh thnh dch v th Tin thn ca th ATM chnh l th tn dng. Tn dng l mt phng php bn hng ho v dch v m ngi mua hng khng cn c tin mt trong tay ti thi im giao dch. Trc kia pht trin h thng bn hng ca mnh, nhng ngi bn l cung cp nhng khon tn dng cho khch hng v mi ngi bn l u gi mt cun s trong ghi chp nhng ln thanh ton, chi tr cho mi giao dch ca khch hng. Th tn dng l mt cch thc t ng cung cp tn dng cho khch hng. Ngy nay, mi th tn dng u mang nhng ch s nhn dng, to iu kin cho giao dch mua bn. Nu khng c th tn dng, ngi bn hng s phi ghi chp li nhng c im nhn dng, a ch, cch thc thanh ton ca khch hng. Theo t in Bch khoa ton th Britannia, th tn dng c bt u s dng M vo nhng nm 1920, khi cc cng ty t nhn, nh cc cng ty du ho, cc chui khch sn bt u pht hnh th tn dng cho khch hng ca h. Tuy nhin, tng dng th cho mi ln giao dch li c Edward Bellamy nhc n
trc tin vo nm 1887 trong cun tiu thuyt khng tng mang tn Looking Backward (Nhn v pha sau). Ngi pht minh ra th tn dng ngn hng u tin l John Biggins, nhn vin ca Ngn hng Quc Gia Flatbush, Brooklyn, New York. Nm 1946, Biggins sng ch ra chng trnh Charge-It vi i tng nhm n l khch hng hay s dng cc dch v ngn hng v cc thng nhn a phng. Cc doanh nghip trnh cung phiu bn hng ngn hng v ngn hng s thanh ton cho ngi s dng th. Nm 1950, tp on Dinners pht hnh th tn dng M. Ngi sng lp ra tp on, ng Frank McNamara, pht minh ra th tn dng vi nh ban u l dng th tn dng thanh ton cc ho n nh hng. Khch hng c th dng ba ti cc nh hng chp nhn th tn dng ca tp on Dinners m khng cn phi tr tin mt. Tp on Dinners sau s tr cho nh hng , v ngi s hu th tn dng s hon tr cho tp on Dinners.V c bn th ca tp on Dinners ban u mang chc nng l th tnh tin hn l th tn dng v khch hng sau phi hon tr ton b s tin m tp on Dinners tr cho h. Nm 1958, American Express bt u pht hnh th tn dng. Cng trong nm ny, ngn hng Trung ng M (bank of America) pht hnh th BankAmericard (by gi l th Visa). Vo gia nhng nm 1970, quc hi M bt u ra cc iu lut u tin i vi ngnh cng nghp th tn dng: vic gi mail hng lot ca active credit cards cho nhng ngi khng c nhu cu s dng th tn dng b cm. Tuy nhin khng phi tt c cc iu lut u c li cho khch hng. Nm 1996, to n ti cao M Smiley vs. Citibank bc b lut l cc cng ty c quyn thu mt khon ph i vi nhng khon tn dng tr mun. Chnh s ni lng ny lm cho li sut tng cao. Ngy nay, Visa, MasterCard, American Express v Dinners Club l nhng t chc pht hnh th hng u trn th gii, trong , Visa v MasterCard l hai t chc pht hnh th ln nht
1.4 S xut hin th ATM Vit Nam Thanh ton bng th l hnh thc thanh ton rt ph bin hin nay. Mt quc gia cng pht trin th vic thanh ton bng tin mt ngy cng t i, thay vo l cc giao dch thanh ton bng th. Dch v ATM mi c gii thiu ti th trng Vit Nam vo nhng nm 90. Nm 1990, NH Ngoi Thng Vit Nam (VCB) bt u chp nhn hnh thc thanh ton quc t vi t cch l NH i l c quyn thanh ton cho cc t chc th quc t v cc t chc ti chnh nc ngoi nh American Express, JCB, Dinner Club, Mastercard International, Visa International. NH Ngoi Thng thi im ny cha phi l thnh vin chnh thc ca cc t chc th Quc t m ch l i l thanh ton th cho cc NH v cc t chc ti chnh nc ngoi. Vo nm 1993, NH Nh nc Vit Nam c nhng quy nh u tin v vic pht hnh, s dng v thanh ton th. Chnh ph v cc NH thng mi c mt s quyt nh v bin php nhm khuyn khch vic m ti khon c nhn v s dng phng tin thanh ton l th. C th trong nm 1993, d n th thanh ton u tin c NH Nh nc Vit Nam cho trin khai ti NH Ngoi Thng Vit Nam v a vo s dng hai loi th thanh ton v th tn dng c pht hnh da trn k thut th thng minh (Chip card). Nm 1996, NH Ngoi Thng Vit Nam di s ch o ca NH Nh nc Vit Nam thc hin d n th rt tin t ng ATM u tin. Tuy nhin d n ny ch c tin hnh mc th im ch cha c ng dng rng ri bi mt s nguyn nhn nh mc u t khng ln v nhng trc trc v phn mm qun l th. Cng trong giai on ny, cc t chc th Quc t bt u ch hn ti th trng Vit Nam. T 1990 n 1996, mc tng trng doanh s thanh ton th trn th trng Vit Nam t khong 200%/nm. Nm 1995, sau khi M bi b lnh cm vn i vi Vit Nam, mt s NH thng mi Vit Nam v NH thng mi nc ngoi c giy php hot ng ti Vit Nam bt u quan tm n dch v ny, lm th trng thanh ton th ti Vit Nam si ng hn ln. Sau c 9 Ngn hng khc cng tham gia vo lnh vc kinh doanh th, bao gm 1 NH quc doanh, 1 NH c phn, 2 NH lin doanh v 5 chi nhnh NH nc ngoi ti Vit Nam.
NH Ngoi Thng Vit Nam tr thnh thnh vin chnh thc ca t chc th Mastercard vo nm 1995 v ca t chc th VISA vo nm 1996.
Ngy 16/08/1996, Hi cc NH thanh ton th Vit Nam ra i. y l mt t chc hp tc ca cc NH tham gia pht hnh v thanh ton th Vit Nam, do 4 NH sng lp ra, gm VCB, ACB, Eximbank v Firstvinabank. n nay, cc NH Vit Nam chp nhn thanh ton cc loi th thng dng trn th gii nh Mastercard, Visa, American Express, Dinner Club v JCB.
2. Phn loi th ATM 2.1. Phn loi theo cng ngh sn xut: C 2 loi: a. Th in ni (Embossed Card): da trn cng ngh khc ch ni, tm th u tin c sn xut theo cng ngh ny.
Hnh 1: Th in ni b. Th khng in ni (Unembossed card): c 2 loi: Th bng t (Magnetic stripe): da trn k thut th tn vi hai bng t cha thng tin ng sau mt th. Th ny c s dng ph bin trong 20 nm qua, nhng bc l mt s nhc im: do thng tin ghi trn th khng t m ho c, th ch mang thng tin c nh, khng gian cha d liu t, khng p dng c k thut m ho, bo mt thng tin...
Hnh 2: Mt sau th bng t Th chip (chip/smart card): y l mt loi th nha c gn chip in t, kh nng kt ni vi my tnh ca loi chip ny cho php th thc hin c
nhiu la chn thanh ton v dch v vi an ton cao hn, thun tin hn, c kh nng chng gian ln, c bit l chng th gi.
Hnh 3: Th chip 2.2. Phn loi theo phm vi lnh th: Th ni a: l th c gii hn trong phm vi mt quc gia, do vy ng tin giao dch phi l ng bn t ca nc . Nu th tham gia cc lin minh th (nh Vit Nam hin nay) th phi c mt NH ng ra lm trung tm clearing v settlement.
Hnh 4: Th ca NH Cng thng Vit Nam

Th quc t: y l loi th c chp nhn trn ton th gii, s dng cc ngoi t mnh thanh ton. Loi th ny cn s tham gia ca cc t chc th quc t vi chc nng l trung gian clearing v settlement cc giao dch gia cc NH pht hnh v cc NH thanh ton.
Hnh 5: Th VISA
2.3. Phn loi theo ch th pht hnh: Th do NH pht hnh (Bank Card): l loi th do NH pht hnh gip cho khch hng s dng mt s tin do NH cp tn dng.
10
Th do t chc phi NH pht hnh: l loi th du lch v gii tr ca cc tp on kinh doanh ln hoc cc cng ty xng du ln, cc ca hiu ln pht hnh nh Dinner's Club, Amex...
3. Cc ch th lin quan n hot ng pht hnh v thanh ton th ATM 3.1 Ngn hng pht hnh L NH c NHNN cho php thc hin nghip v pht hnh th, cp th cho cc ch th l c nhn s dng, chu trch nhim thanh ton v cung cp cc dch v lin quan n th .
3.2 Ngn hng thanh ton L NH c NH pht hnh th u quyn thc hin dch v thanh ton th theo hp ng; hoc l thnh vin chnh thc hoc thnh vin lin kt ca mt T chc th quc t, thc hin dch v thanh ton theo tho c k kt vi T chc th quc t . NH thanh ton th k hp ng trc tip vi cc n v chp nhn th tip nhn v x l cc giao dch th ti n v chp nhn th, cung cp cc dch v h tr, hng dn cho n v chp nhn th. 3.3 Cc t chc th quc t
T chc th quc t l n v ng u qun l mi hot ng v thanh ton th trong mng li ca mnh. y l Hip hi cc t chc ti chnh, tn dng ln c mng li hot ng rng khp v t c s ni ting vi thng hiu v cc sn phm a dng: T chc th Visa, T chc th MasterCard, Cng ty th American Express, Cng ty th JCB, Cng ty th Diners Club, Cng ty Mondex. T chc th quc t a ra nhng quy nh c bn v hot ng pht hnh, s dng v thanh ton th, ng vai tr trung gian gia cc t chc v cc cng ty thnh vin trong vic iu chnh v cn i cc lng tin thanh ton gia cc cng ty thnh vin.
3.4 n v chp nhn th L t chc hoc c nhn chp nhn thanh ton hng ho hoc dch v bng th theo hp ng k kt vi NH pht hnh th hoc vi NH thanh ton th nh nh hng, khch sn, ca hng ... Cc n v ny phi trang b my mc k thut tip nhn th thanh ton tin mua hng ho, dch v, tr n thay cho tin mt. 3.4 Ch th
11
Ch th l nhng ngi c NH pht hnh th cp th s dng. Ch th bao gm ch th chnh v ch th ph. Ch th chnh l ngi ng tn xin c cp th v c NH pht hnh th cp th s dng. Ch th ph l ngi c cp th theo ngh ca ch th chnh. i vi Ch th chnh, phi c cc iu kin sau: c nng lc hnh vi dn s y theo quy nh ca php lut; l ch ti khon tin gi c nhn m ti NHPHT (nu s dng th thanh ton); p ng cc iu kin v m bo tn dng v cc iu kin khc do NHPHT quy nh (nu s dng th tn dng). i vi ch th ph, phi c cc iu kin sau: c nng lc hnh vi dn s y theo quy nh ca php lut; c ch th chnh cam kt m bo thanh ton ton b cc khon tin thanh ton, li v ph pht sinh khi s dng th; p ng cc iu kin khc ca NHPHT. 4. Li ch ca th ATM Th NH l mt phng tin giao dch thanh ton an ton, vn minh v hin i. 4.1 i vi ch th Th nht, th ATM l mt phng tin thanh ton hin i, gip ch th thanh ton ti cc c s chp nhn th m khng cn dng n tin mt, thm ch cn c th c chi tiu trc, tr tin sau, cung cp cho khch hng mt kh nng m rng cc giao dch ti chnh. Th hai, th ATM cng tin ct gi v bo qun hn so vi tin mt. Trong trng hp ch th b mt hay tht lc th, s tin ca ch th vn c m bo. Th ba, nh c th ATM m ch th c th d dng qun l vic chi tiu ca mnh. 4.2 i vi ngn hng
Xt v tm v m, vic m rng cung cp dch v thanh ton bng th chnh l n lc ca cc ngn hng trong qu trnh y mnh hin i ho cng ngh NH, a dng ho hn na dch v NH p ng c nhu cu tt yu ca x hi. y cng l tin gip cc NH tham gia vo qu trnh ton cu ho v hi nhp vi cng ng ti chnh th gii thun li hn, bi thanh ton bng th tr nn rt ph bin trn th gii.
Xt v tm vi m, cc NH nh vo vic lp ti khon ca ch th thu ht v tn dng c mt ngun tin nhn ri trong dn c. Bn cnh li thu c
12
mt khon ph t vic lp cc ti khon thanh ton cho ch th, ng thi gim c chi ph bo qun v vn chuyn tin mt. 4.3 i vi cc c s chp nhn th Th nht, cc c s kinh doanh chp nhn thanh ton bng th khng nhng to c mi trng thanh ton hin i v vn minh cho khch hng m cn lm cng tc qun l k ton ti chnh s d dng hn. Th hai, vic chp nhn th cn mang li li ch cho cc c s chp nhn th nh mt bin php m rng th trng v doanh s. Th tn dng l mt cch thc m rng kh nng ti chnh ca ch th, gip ch th chi tiu vt qu kh nng ti chnh ngn hn ca mnh, lm tng sc mua, kch cu. Bn cnh , cc c s ny cn c th thu ht thm c nhiu khch hng, nhng ch th c thi quen s dng th thanh ton, v nht l khch du lch nc ngoi.
Th ba, cc c s chp nhn th c hng li ch t chnh sch khch hng ca NH. Ngoi vic cung cp y cc my mc, thit b cn thit cho vic thanh ton, cc NH cn gn cc u i v tn dng, v dch v thanh ton vi Hp ng chp nhn thanh ton th nh mt chnh sch khp kn.
Th t, cc c s ny cng tit kim c chi ph bo qun v vn chuyn tin mt, gim thiu cc ri ro khi thanh ton bng tin mt nh tin gi, mt trm, mt cp ... 4.4 i vi nn kinh t Th ATM l mt phng tin thanh ton khng dng tin mt, th ATM lm gim khi lng tin mt trong lu thng. Hu ht mi giao dch th trong phm vi quc gia hay ton cu u c thc hin v thanh ton trc tuyn, mi thng tin v giao dch th c x l qua h thng my tnh in t thun tin, nhanh chng, chnh xc, tc thanh ton nhanh, gp phn tng tc chu chuyn vn. Vi cng ngh hin i, mi giao dch u nm trong kh nng kim sot ca NH, to nn tng cho cng tc qun l v m ca Nh nc, thc hin chnh sch tin t quc gia. S tin li m th mang li cho ngi s dng, c s chp nhn th, NH khin cho ngy cng c nhiu ngi a chung s dng th, tng cng chi tiu bng th. Thanh ton bng th to ra mt mi trng thng mi vn minh, hin i, l yu t thu ht khch du lch v cc nh u t nc ngoi. II- CHT LNG DCH V TH
13
1- Cht lng dch v th Cht lng dch v th l kh nng NH pht hnh th p ng nhu cu ca ch th nhm lm thun li qu trnh thanh ton hng ho dch v. Ta dng cc tiu ch khc nhau nh gi cht lng dch v th. 2- Tiu ch nh gi 2.1 Tnh nng v tin ch ca th ATM Cht lng cung ng ca mi tnh nng v tin ch lm nn cht lng ca dch v th ATM. Th ATM c cc tnh nng v tin ch chnh sau: Rt tin mt: cho php ch th rt tin mt ti my ATM t ti khon ca mnh. Chuyn khon: chuyn tin t ti khon ny sang ti khon khc. Vit Nam hin nay, cc my ATM ch cho php chuyn tin t ti khon ny sang ti khon khc nu cc ti khon ny c lp cng mt NH. Nu mun chuyn khon cho, khch hng buc phi n cc c s giao dch chuyn khon. Thay i s PIN: cho php ch th i s PIN. S PIN l m s c nhn ring ca ch th thc hin giao dch rt tin ti cc my ATM. M s ny do NH pht hnh th cung cp cho ch th khi pht hnh. i vi m s PIN, ngi ch th phi gi b mt, ch mt mnh mnh bit. In sao k ti khon: in ra bn tm tt cc giao dch m khch hng thc hin, c coi nh l mt bo co chi tit ca NH v cc giao dch m khch hng thc hin Gi tin mt t ng t my ATM vo ti khon Thu chi: l vic cho php khch hng chi vt s tin mnh c trong ti khon, hay ni mt cch khc, y l hnh thc m khch hng c th vay mn t NH mt s tin theo hn mc phc v vo mc ch tiu dng. Thanh ton ha n dch v, bn th co, thanh ton hng ha ti cc im chp nhn th v cc my c th POS. 2.2 Cht lng phc v ca h thng my ATM v cht lng h tr khch hng 2.2.1 Cht lng dch v ca h thng my ATM Cht lng dch v ca h thng my ATM c th hin qua mt s kha cnh c th sau:
14
S lng my ATM v s lng th ATM: phn nh ph sng ca dch v th ATM, s lng my ATM v th ATM cng nhiu th kh nng phc v khch hng cng ln. Tuy nhin, iu ny khng phi l tuyt i bi kh nng phc v khch hng ca my ATM cn ph thuc vo cc vn k thut khc. a im chp nhn th: phn nh mc thun li m dch v th em n cho khch hng. Nu a im chp nhn th l nhng a im thun li cho khch hng khi mua bn v thanh ton hng ho th dch v th t cht lng tng i tt. Thi gian phc v khch hng thc t ca my ATM: Thi gian phc v khch hng ca my ATM l thi gian my ATM hot ng v cho php ch th khai thc cc tin ch cp n trn. Thi gian my ATM hot ng cng cao th kh nng p ng cc nhu cu ca ch th cng nhiu. Trn l thuyt th cc my ATM hot ng 24/24, nhng trn thc t, iu ny ph thuc vo nhiu yu t nh a im t my ATM, hay my ATM l ca NH pht hnh th no ... 2.2.2 Cht lng h tr khch hng Cht lng h tr khch hng l dch v h tr t pha nhn vin ngn hng, c p dng trc v sau khi khch hng s dng dch v cung cp th, nhm gip khch hng hiu bit qu trnh ng k, s dng th ATM cng nh hiu lm th no khai thc ht cc tin ch ca th ATM.
2.4 Ri ro i vi khch hng trong qu trnh s dng dch v th ATM y c coi l mt tiu ch nh gi cht lng dch v th bi khch hng chnh l trung tm v l ch ngm ca dch v th ATM, nu cng c t ri ro xy ra vi khch hng khi s dng dch v th th cht lng dch v th cng cao. y c th coi l mt khi nim b tr vi khi nim s hi lng ca khch hng khi s dng dch v th ATM. Nhng v khi nim rt tru tng v kh o m, nn nhm vit ti chn yu t ri ro i vi khch hng trong qu trnh s dng dch v th ATM nh l mt tiu ch nh gi cht lng dch v th ATM.
15
Khch hng, hay cc ch th, khi s dng dch v th ATM thng gp cc ri ro. Ri ro chnh l cc tn tht v vt cht ln phi vt cht , pht sinh trong qu trnh khch hng s dng dch v th. Ri ro pht sinh trong qu trnh s dng th ATM bao gm cc ri ro sau: Khch hng khng rt c tin: trc trc xy ra t pha my ATM, mc d khch hng cho th ATM vo my nhng vn khng rt c tin mt. Giao dch b i tin nhiu ln: mi ln giao dch, khch hng a th ATM thanh ton, bnh thng ti khon ca khch hng NH s b khu tr i mt s tin ng nh s tin khch hng mua hng, nhng do s c k thut nn ti khon ca khch hng NH b khu tr nhiu hn s tin m khch hng thc t phi thanh ton. B mt tin trong ti khon: y l ri ro xy ra vi khch hng do ti phm tin hc li dng s h k thut rt tin trong ti khon ca khch hng. Loi hnh ti phm th ny c hai dng chnh. Sao chp v to bng t gi (skimming): Cng ngh lm th ph bin hin nay l th t v th chip. Cc NH nc ta hu ht ang pht trin h thng th t. Vi loi th ny, ch cn mt bng mch in t hai u c bng t, ti phm c th lm ra nhng chic th tng t. Ngoi ra, d liu bo mt cn c th b nh cp trong qu trnh truyn t n v chp nhn th n ni thc hin giao dch. Thng tin c nhn ca khch hng b ly cp (fishing): mc d h thng bo mt ca cc NH rt kh xm phm, nhng k trm tin hc vn c th xm phm v ly trm thng tin c nhn ca khch hng. Khch hng nu khng cn thn s b l s PIN, dn n mt tin trong ti khon. Ri ro pht sinh do hnh vi gian ln trong lnh vc th ca cn b th NH. Trong nghip v ngn hng din ra hng ngy, cn b th li dng nhng kin thc chuyn mn ca mnh, li dng v tr cng tc cng nh nhng l hng trong quy trnh tc nghip t mnh hoc cu kt vi ngi khc tin hnh cc hnh vi gian ln, gi mo gy tn tht cho khch hng v NH. Cc hnh vi gian ln ny thng c che giu k cng, kh pht hin gy tn tht ln v mang tnh h thng vi NH. Vit Nam hin nay, khch hng cha phi i mt vi loi hnh ri ro ny.
16
17
CHNG II THC TRNG CHT LNG DCH V TH ATM CA

H THNG NGN HNG THNG MI VIT NAM
I- THC TRNG CUNG NG DCH V TH ATM 1 Tnh nng v tin ch ca th ATM

Nh trnh by trn, cht lng cung ng ca mi tnh nng v tin ch lm nn cht lng ca dch v th ATM. Sau y l bng iu tra v tnh hnh cung cp cc tnh nng tin v tin ch ca th ATM mt s cc NHTM Vit Nam: BIDV, VCB, TCB, VBA, ICB, ACB, EAB, SCB, Habubank. Vi mc ch khai thc tt th trng th cn non tr Vit Nam, cht lng dch v lun c cc NH ch trng hng u. Do , cc NH ngy cng cung cp nhiu tin ch ca th ATM, nhm p ng nhu cu thanh ton ca mt x hi ang pht trin. Dch v h tr khch hng cng rt c ch trng xy dng nhm p ng yu cu ca khch hng mi lc mi ni. Tin ch cung cp ti my ATM bao gm nhng tin ch c bn v nhng tin ch hin i phc v nhu cu a dng ca khch hng. Nhng tin ch c bn nht bao gm rt tin mt, gi tin mt t ng t my ATM, thu chi, chuyn khon, thay i s PIN v in sao k ti khon ... Ring hai tin ch rt tin mt v i s PIN c cung cp bi tt c cc NH. Nhng tin ch hin i bao gm thanh ton ha n dch v, bn th co, thanh ton hng ha ti cc im chp nhn th v cc my c th POS ... Khng phi NHTM Vit Nam no cng cung cp y cc tin ch. Ngoi ra, mc d vi s xut hin ca 3 lin minh nh hin nay (banknet, VNBC v Connect 24) nhng ch th ca cc loi th trong lin minh trn thc t li khng th s dng ht nhng tin ch nh ti my ATM ca NH pht hnh th cho mnh.
18
Bng 1: Cc tnh nng v tin ch ca th ATM do cc Ngn hng cung cp
BIDV
STT
CC DCH V TRN ATM
1 2 3
Rt tin mt Withdrawal) Thu chi
(Cash
0 0
0 0
0 0
TC 0 B a 0 ng tri n kh ai 0 0 0
Gi tin mt vo ti khon 0 NH qua my gi tin t ng (Cash Deposit)
4 5 6 7 8
Chuyn khon (Account to Account Transfer) Yu cu in sao k ti khon (Request for statement) i s PIN (PIN Change) Bn th dch v tr trc 0 (th in thoi, internet ) Thanh ton ha n
0 0 0
an g trin khai
a ng tri n kh ai
PO POS S
Do ngi Vit Nam c thi quen tiu tin mt nn tin ch rt tin mt ti cc my ATM c u tin pht trin. Cc NH ch trng vo phn on th trng, a ra cc loi th ATM c hn mc rt tin trong ngy, s tin rt ti a mt ln, s ln rt tin ti a trong ngy khc nhau. ICB a ra ba loi th khc nhau l th S-Card (th dnh cho sinh vin), C-Card (th ph thng), G-Card (th dnh cho thng nhn). Hn mc rt tin ca ba loi th ny l 5 triu/ngy, 10 triu/ngy, 20
19
HaBuBank
VCB/TCB
VBA
ACB
EAB
SCB
ICB
triu/ngy. Tng t, s ln rt tin v s tin ti a rt mt ln cng nhiu hn i vi ch th l thng nhn, nhng ngi c nhu cu giao dch thng xuyn hn. Techcombank cng a ra ba loi th, th chun, th vng v th c bit. i vi khch hng Vit Nam c nhu cu s dng tin mt cao, th ph rt tin rt quan trng c bit hn na vi nhng khch hng c qu trnh s dng th lu di. Hin nay, mt s NH nh VCB, ICB, TCB, EAB (di 10 triu), min ph cho cc giao dch rt tin trong hn mc rt tin. y l mt u im ca cc NH Vit Nam. Mt s ngn hng khc quy nh s ln rt tin min ph trong thng nh ANZ (4 ln), Sacombank (5 ln), cc ln rt tin sau u tr thng vo ti khon 1 s ph nht nh theo quy nh ca tng NH. Th rt tin quc t VISA l mt loi th ton cu, rt ni ting trn th gii cho php rt min ph 10 ln/thng. Tuy nhin, trong tin ch rt tin mt vn cn hn ch, l v tr t my ATM cn nhiu bt cp. Hin nay mng li hoat ng ca my ATM v cc im chp nhn th tng i rng ri, nhng li nm nhng khch sn ln sang trng ni a s ch th him khi ti tiu tin. Trong khi ti cc ch hoc cc trung tm mua sm ni ngi dn c nhu cu thanh ton th li t c quan tm hn. Ngc li vi dch v rt tin t ng t my ATM l tin ch gi tin mt t ng t my ATM thay v phi n giao dch ti NH. Hin nay, mi ch c cc NH trong lin minh th VNBC (4 NH) vi nhng my ATM c nhiu chc nng hin i mi cung cp tin ch ny. Thu chi l mt dch v mang tnh cht ca th tn dng, nhng mt s NH TM Vit Nam cng cung cp trong nhm tng thm li ch cho ch th. Hin nay, mi ch c mt vi NH phc v dch v ny nh EAB, TCB.
Chuyn khon bao gm chuyn khon t ti khon ny sang ti khon kia, hai ti khon ny thuc cng mt NH v t ti khon ny sang ti khon kia, hai ti khon ny thuc hai NH khc nhau. Tuy nhin tin ch ca th ATM cng nh ca my ATM ch cho php ch th chuyn khon trc tip ti my ATM nu hai ti khon cng thuc mt NH. Nu ch th mun chuyn khon gia hai ti khon thuc hai ngn hng khc nhau th phi ti cc im giao dch chuyn khon. Hin nay, mt s NH trong lin minh th VCB nh NH Ngoi thng, NH K thng, NH qun i, NH quc t, Phng ng, Phng Nam, NH Si Gn chuyn khon c cho nhau v tng t trong lin minh th VNBC (4 NH). Chuyn khon trong cng mt NH v cng thnh ph/tnh pht hnh th ti im giao dch c min ph ti hu ht cc NH. Tuy nhin chuyn khon gia cc NH v khc tnh thnh ph pht hnh th ti im giao dch thng phi np ph. Cng tng t nh rt tin mt ti my ATM, cc NH c dch v th pht trin th cng c dch v chuyn khon trc tip trn my ATM c nhiu u i
20
hn i vi khch hng, nh VCB min ph cho cc giao dch chuyn khon, TCB min ph cho cc giao dch trong nc di 10 triu, ICB min ph cho cc giao dich chuyn khon trong h thng ICB trong hn mc 100 triu v khng hn ch s ln chuyn khon trong ngy. Cn li, cc NH khc thu mt s ph nht nh i vi dch v chuyn khon trn my ATM. Hin ti, cc NH nc ngoi ti Vit Nam nh HSBC khng cung cp dch v chuyn khon gia cc ch ti khon khc nhau cn ANZ cung cp dch v trong H Ni v TP H Ch Minh nhng vi mc ph cao ($3). Mc d t c mt s thnh cng trong vic kt ni trong ni b cc lin minh th nhng cn phi m rng kt ni p ng c nhu cu ca khch hng cc NH khc nhau v cc tnh thnh ph khc nhau.
Bn cnh nhng tin ch c bn trn, cn c cc tin ch hin i khc nh thanh ton ha n dch v, bn th co, thanh ton hng ha ti cc im chp nhn th v cc my c th POS. Cc tin ch ny ngy cng c nhiu NH khai thc do tnh cht u vit ca n. Thanh ton ha n dch v mang li rt nhiu li ch cho khch hng nh khch hng lun ch ng vic thanh ton, hn na li tit kim c nhiu thi gian, sc lao ng ca nh cung cp dch v, pht huy c vai tr ca NH trong i sng kinh t x hi. Dch v ny c nhiu NH pht trin nh VCB, TCB, ICB, HabubankHin nay ang tn ti mt xu hung l cc NH trong khi tha thun gia tng tin ch s pht trin dch v ny. Ngoi ra, th ATM ca cc NH nh VCB, TCB, ICB, EAB, Habubank cn cho php ch th mua cc loi th co tr trc nh th co in thoi, th internet vi gi cnh tranh. Khch hng s khng ly th in thoi v th internet trc tip t my ATM m s c my ATM cung cp username v password sau khi chuyn khon t ti khon ca mnh vo ti khon ca cng ty bn th in thoi v th internet. 2. Cht lng phc v ca h thng my ATM v cht lng h tr khch hng 2.1 Cht lng phc v ca h thng my ATM S lng my ATM v s lng th ATM Dch v th ATM mi c gii thiu ti th trng Vit Nam vo cui nhng nm 90. Ban u ch c 4 NHTM kinh doanh ATM, n nay dch v ny bng n vi s lng ln n gn 20 NHTM. Cc NH ny cng pht hnh v tham gia chia s th trng th, bao gm: NH Ngoi thng VCB, NH Nng nghip v pht trin nng thn Agribank, NH Cng thng ICB, NH u t v pht trin BIDV, NH TMCP xut nhp khu Eximbank, NH Si Gn thng tn Sacombank, NH ng EAB, NH K thng Techcombank, NH TMCP Qun i MB, NH
21
Phng Nam , NH Si Gn, NH TMCP cc doanh nghip ngoi quc doanh VP Bank, NH TMCP quc t VIBank, NH Phng Nam, NH Hng Hi MSB v NH Bc . Hin nay, cc NHTM ang lao vo mt cuc ua tranh mi trong vic y mnh ph sng ca cc my ATM, to thun tin hn na cho khch hng trong vic s dng v thanh ton bng th. Nhiu my hn na ng thi vi vic ngi s dng c nhiu hn na c hi tip cn v khai thc cc tnh nng v tin ch ca th ATM . Ch sau 2 nm (t 2002 n 2004) s lng my ATM tng xp x 10 ln (t 111 my nm 2002 ln n gn 1.000 my nm 2004)1. Nm 2005, con s trn ln ti 1800 my trn ton quc. Tuy nhin, s lng my ATM trn u ngi dn thnh th hin ti (khong 20 triu dn, tnh n nm 2005) l 1 ATM/26.000 ngi2. Con s ny cn rt khim tn so vi nhu cu s dng th ATM ca ngi dn. Biu di y cho thy s lng my ATM ca cc NHTM ti Vit Nam qua cc nm, t 2002 n 2005. Ta c th nhn thy s gia tng t bin ca s lng my ATM qua cc nm.
1 2
Ngun: Hi th Ngn hng Vit Nam Ngun: Hi th Ngn hng Vit Nam
22
Bng 2: S lng my ATM ti Vit Nam qua cc nm3
2000 1500 1000 500
1800
963
302 111
2002
2003
2004
2005
Trong nm 2006, mt s NH dn u th trng th v ang c k hoch tng s lng my ATM, c th nh sau: Vietcombank, NH ng u th trng th thanh ton Vit Nam, hin s hu 400 my ATM v d kin trong nm nay con s trn s c tng gp i, tc l s lp t thm 400 my mi; Agribank, NH ng th hai trn th trng th thanh ton th thng bo s tng gp 3 ln s lng my ATM hin c ca NH ln con s 600 my, cn BIDV l NH c s my nhiu th 3 th d nh s tng s my ATM ca h t 196 my ln 344 my vo cui nm 2006. y l nhng tn hiu rt tch cc t pha cc NH, bo hiu mt thi k cnh tranh si ng ca th trng th ATM gia cc NHTM Vit Nam. Biu di y cho thy s lng my ATM ca cc NHTM Vit Nam. Ta c th thy r s p o ca VCB vi 22,22% s lng my, sau l Agribank vi 11,33%, ng th ba l BIDV vi 10,89%, tip n l Incombank vi 7,5 % v cui cng l EAB vi 7,78%.
Ngun: Hi th Ngn hng Vit Nam

23
Bng 3: S my ATM ca cc Ngn hng - tnh n u nm 20054
Cc NH khc; 725;40,28 %
VCB; 400; 22,22 %
VCB; 400; 22,22 % Agri bank; 204; 11,33 % BIDV; 196; 10,89 % Incom Bank; 135; 7,5 % EAB; 140; 7,78 % Cc NH khc; 725;40,28 %
Agri bank; 204; 11,33 % EAB; 140; 7,78 % Incom Bank; 135; 7,5 % BIDV; 196; 10,89 %
Cng vi s gia tng ng k ca s lng my ATM l s tng nhanh v mnh m ca s lng th ghi n ni a ATM. Tc tng trng th bnh qun t chng 300 %/nm. Nm 2005, s lng th ATM pht hnh ca cc NHTM c t 760 000 th. Tuy nhin ch trong nm 2005, tng lng th pht hnh ln ti con s 2,5 triu th, gp khong gn 3 ln so vi s lng th phat hnh trong nm 2004. S d c s gia tng t bin trong s lng th nh vy l do cc chin dch khuyn mi rm r, gim ph ng k th v c s phn on khch hng ca cc NH khi cung cp dch v th. Bng 4:Th ghi n/ATM ang lu hnh (nghn th) tnh n cui nm 20045
800 600 400 240 200 80 0 2002 2003 2004 760
4 5
Ngun: Hi th Ngn hng Vit Nam Ngun: Ht th Ngn hng Vit Nam
24
Cc NH thc hin chin dch khuyn mi rm r, gim ph ng k th ca cc NH. V d nh, VCB gim 70 % ph pht hnh th nhn dp 30/4, do s lng th pht hnh ca NH ny tng ln 100 000 th. Agribank th tng ln c 30 000 th do gim 50 % ph pht hnh th. Ba NH ng u th trng th hin nay l VCB vi 700 000 th, d tnh n cui nm 2006 s t con s 1,2 triu th. VCB chim n 28 % th phn. Tuy nhin y li l mt s tt li ca VCB trn th trng th. So vi nm 2005, VCB chim 52,3 % th phn vi 510 000 th. Ch u nm 2006, cc NH khc vn ln cnh tranh mt cch mnh m vi VCB trn th trng th thanh ton y tim nng ny. ng v tr th hai l Agribank vi 200 000 th v th ba l EAB vi 160000 th. iu ny chng t rng khch hng ngy cng t ra quan tm hn na ti hnh thc s dng th trong thanh ton. Mt iu na l c s phn on khch hng ca cc NH khi cung cp dch v th. Cc NH gi y khng ch ti nhng i tng c thu nhp cao hay cc i tng c thu nhp cao trong x hi na m m rng ra c khi hc sinh, sinh vin cng nhn vin chc. c rt nhiu t khuyn mi rm r pht hnh th ATM min ph cho sinh vin cc trng i hc nh ca Agribank min ph pht hnh th cho khch hng lm th ATM ln u t 5-4 n 19-5-2005, hay nh ca VIBank, sinh vin c th dng th ATM nhn tin sinh hot t gia nh m khng phi nhn qua bu in rt mt cng v mt thi gian do phi xin du xc nhn ca nh trng. Cn i vi gii cng nhn vin chc, h c th nhn lng trc tip t cc my ATM, ch ng trong chi tiu trong khi nhng nhn vin lm cng tc qun l tin lng th c gim bt phn no gnh nng cng vic do vic chi tr lng mt cch th cng, thng ko di t 4 - 5 ngy vi cc cng vic nh nhn tin t th qu, ri m tin v cho vo tng phong b tr cho tng nhn vin. Nh vy, vi vic s dng th ATM, x hi gim bt c phn no mt s cng an khng cn thit, gip tit kim ng k ngn sch ca cc c quan doanh nghip. C s chp nhn th: S lng cc c s chp nhn th cha nhiu, mc d cc NH c ch trng tng cng s lng cc a im ny p ng nhu cu thanh ton khng dng
25
tin mt ca khch hng. EAB c 246 c s chp nhn th, tnh n u nm 2006. Habubank tnh n u nm 2006 cng c 248 c s chp nhn th. Cc c s chp nhn th phn b khng ng u, ch yu tp trung cc thnh ph ln,cc khu th ng dn c. Tnh n ht Qu I nm 2004, VCB c 364 c s chp nhn th trong khp 18 tnh thnh trn c nc, trong H Ni c 81 im v TP H Ch Minh c 161 im. Trong 81 c s chp nhn th H Ni, c 5 c s l siu th, 30 c s l ca hng nh l, 10 c s l cc nh hng cung cp dch v n ung, 9 c s l cc khch sn nh, v 27 c s l cc i im kinh doanh nh khc. Ch yu cc ca hng, nh hng v khch sn chp nhn thanh ton th ca VCB l cc im kinh doanh nh l. iu ny cho thy cc NHTM Vit Nam vn cha n lc kt ni c th to nn mt mng li chp nhn thanh ton th bao gm cc h thng ca hng ln quy m hn, vi s lng v i tng khch hng tim nng hn. Thi gian phc v khch hng thc t ca my ATM ATM l phng tin thanh ton t ng nn nu thi gian phc v cng cao cng chng t u th vt tri ca loi hnh thanh ton ny. Do vy, cc NH khng ngng pht trin thi gian phc v khch hng thc t ca my. Theo mt kho st ni b ca NH u t v pht trin, n thng 3/2005 NH Ngoi Thng l NH c mng li ATM hot ng 24/24 ph sng rng nht trong c nc bao gm 296/354 my trn c nc (84%). S my ATM hot ng 24/24 ca NH u t v pht trin tng t 23/100 my (cui nm 2004) ln 90/196 my (3/2005). S d khng phi 100% s lng my ATM hot ng 24/24 l do cc im t my ti cc khch sn hoc ti chi nhnh, a im giao dch ca NH thng hn ch v thi gian phc v. Cc my ny ch hot ng trong gi hnh chnh hoc trc 9h ti. Cn ti cc a im cng cng khc cc my ATM c iu kin hot ng 24/24. 2.2 Cht lng dch v h tr khch hng Hin nay, cc NH thng s dng nhiu phng tin song song h tr khch hng trong phi k n cc phng tin nh in thoi c nh, Internet, mng di ng, v t vn trc tip ti cc NH. Hu ht cc NH u c cc phng th trc tip hng dn v t vn kin thc v th v nhng thc mc v th ca khch hng.
26
i vi a im t my th khch hng lun c h tr thng tin 24/24 t pha ngn hng. Internet cng ngy cng ng vai tr quan trng hn v phng thc ny c th cung cp rt nhiu thng tin cho khch hng v dch v th bao gm tin ch, biu ph, cc a im t my ATM, mng li hot ng ca NH, cc tin tc cp nht hng ngy v chng trnh khuyn mi, tnh hnh bo mt v cc hng dn cho cc c nhn s dng th an ton... Ngoi ra, NH cng thng cng trin khai dch v tra cu a im t my ATM trn mng in thoi di ng. Tuy nhin, c mt s thiu st ca cc NHTM Vit Nam trong dch v th l cha c cc hng dn c th khch hng c th t bo v mnh trc nn n cp tin trong ti khon. Cc hng dn hin nay mi ch dng li hng dn cc thao tc i vi my ATM, nhng hng dn c th v cch bo v PIN, bo v thng tin c nhn ti cc a im giao dch, im chp nhn th v cc my ATM vn cha c nhiu. Khi b mt th nhng ni khng c phng tin lin lc, khch hng cng khng bit lm th no t bo v mnh. Phng th ca mt s NH cng cn yu trong vic ch ng cung cp cho khch hng thng tin v cc tin ch c trong chic th ca h. V th khch hng Vit Nam a s c nhu cu rt tin mt t th ch khng quan tm n cc giao dch khc. 3. Ri ro i vi khch hng trong qu trnh s dng dch v th ATM Khng rt c tin y l mt trong cc ri ro m khch hng thng gp khi s dng dch v th ATM ca cc NHTM Vit Nam. Ri ro ny c th l do trc trc k thut ca my ATM, hoc cng c th l do tin khng c a vo my kp thi. Vo nhng lc cao im, cc my ATM ri vo tnh trng qu ti, khin cho khch hng khng th rt c tin. Hin tng ny thng xy ra vo thi im l tt, khi cc nhu cu rt tin mua sm tt ca khch hng ln cao t ngt, v khi cc cng ty chi lng thng cho nhn vin, khin nhu cu rt tin tng cao. Nhu cu rt tin t my ATM cao nht l trn di 50 t ng trong mt ngy. Khng ch xy ra vo cc dp l tt, hin tng khng rt c tin ti my ATM cn i khi xy ra, gy phin h cho khch hng v khng rt c tin mt chi tiu. Hin tng ny mi ln xy ra ch ko di vi pht, hoc lu hn l
27
trong vi ting, sau c pha NH khc phc ngay sau khi nhn c phn hi t pha khch hng. Mt tin trong ti khon y l ri ro i khi xy ra vi cc ch th. Nh trnh by phn l thuyt, y l ri ro xy ra vi khch hng do ti phm tin hc li dng s h k thut rt tin trong ti khon ca khch hng. Ti phm tm mi cch ly tin trn trong ti khon ca ch th thng qua nhiu cch. Ti phm th c th sao chp v to bng t gi. Vit Nam, loi ti phm ny kh ph bin. Trong trng hp ny, ti phm th s dng th gi lm bng cng ngh sao chp v to bng t gi rt trm tin. Cng ngh lm th ph bin hin nay l th t v th chip. Cc NH nc ta hu ht ang pht trin h thng th t. Vi loi th ny, ch cn mt bng mch in t hai u c bng t, ti phm c th lm ra nhng chic th tng t. Ngoi ra, d liu bo mt cn c th b nh cp trong qu trnh truyn t n v chp nhn th n ni thc hin giao dch. Cng vic trang b kin thc v bo mt th cho khch hng dng nh ch c thc hin mt cch qua loa v thiu s quan tm ng mc, dn n nhng v kin m khch hng lun l ngi thit thi Khch hng khng cn cch no khc l phi t gnh chu khi c ri ro xy ra.V rt nhiu l do nu trn, th t c nh gi l c bo mt yu. Khc phc nhc im ny ca th t khng phi n gin. Hin nay cc NH ang c xu hng chuyn sang s dng th chip. Tuy nhin, vic c nn thu thm ph khi chuyn t th t sang th chip hay khng l vn cc NH ang xem xt. VCB l mt trong nhng NH ang tin hnh chuyn t th t sang th chip, vi mc ph thu thm t 20.000 n 30.000 VND. Ti khon ca ch th cn c th b mt tin do thng tin c nhn ca khch hng b ly cp phc v cho vic lm th gi. Ti phm th gn thit b c vo nut th trn my ATM nhm n cp thng tin ti khon ca khch hng, t d dng sn xut nhiu th t gi. ng thi chng cn gn mt camera b xu cho php quay cn cnh bn phm trn ATM n cp s PIN truy cp ti khon ca ch th. Loi hnh ti phm ny tng i ph bin cc nc c dch v th pht trin. Cn Vit Nam, loi hnh ti phm ny cha ph bin, bi vic lp t cc thit b c trm khng phi l iu n gin. cc im t
28
my ATM, cc NH u b tr camera chng trm v thc hin mt s bin php an ninh nn vic gn cc thit b c trm rt kh. Vic s dng cc camera khng dy quay t xa cng rt kh bi vic mua bn loi camera ny c cc c quan an ninh kim sot cht ch. Tuy nhin, th trng th Vit Nam cng ang phi i mt vi nguy c ti phm th quc t. nc ta 60% ch th cha cn trng vi cc thao tc trn my ATM, nn xc sut l thng tin c nhn v l s PIN ang c chiu hng gia tng. Giao dch b i tin nhiu ln y cng l hin tng rt t xy ra i vi cc khch hng s dng dch v th ATM. Khi thanh ton ti cc im chp nhn th, ch th s nhn c mt ha n xc nhn giao dch. Ha n ny cho ch th bit s tin tiu trong giao dch v s tin cn li trong ti khon. Nu nh ri ro giao dch b i tin nhiu ln xy ra, cc ch th c th em ha n ti cc im giao dch c n b. Tuy nhin nh ni, cc im POS rt t khi xy ra trng hp ny. II- NH GI CHUNG V THC TRNG CHT LNG DCH V TH 1.Nhng kt qu t c S tng trng vt bc ca s lng my v s lng th: Nh trnh by phn thc trng, tc tng trng ca th trng th ATM ln n 300%/nm. iu ny l tn hiu ng mng bi nhu cu s dng th ATM ngy cng tng. ng thi n cng phn nh nhng n lc nng cao cht lng dch v ATM ca cc NHTM Vit Nam.
Tng bc thay i c thi quen dng tin mt trong chi tiu. Vi mt lot nhng bin php cnh tranh, gim ph ng k, ph rt tin, ph giao dch trn th ATM nhm kch cu trong dn chng, cc NHTM VN tin c nhng bc vng chc trong vic to oc thi quen dng th v hn ch tin mt trong chi tiu. Vo nm 1997, t l thanh ton dng tin mt/ tng s giao dch l 32,2% th n nm 2005 t l ny gim xung cn 21,4%
2.Nhng hn ch v nguyn nhn 2.1Hn ch Tin ch s dng trn my ATM cha c tn dng mt cch trit . chnh l vic khch hng cha tn dng ht c nhng tin ch ca th
29
ATM nh dng thanh ton ha n, thanh tan hng ha ...(nhng nghip v mang li li ch kinh t cho NH, cho doanh nghip tham gia v s tin li trong thanh ton cho khch hng). Ngoi ra, mc d vi s xut hin ca 3 lin minh nh hin nay (s c trnh by k hn phn nguyn nhn) nhng ch th ca cc loi th trong lin minh trn thc t li khng th s dng ht nhng tin ch nh ti my ATM ca NH pht hnh th cho mnh. V ch c th rt tin mt s my ATM nht nh nn gy ra rt nhiu bt tin cho ch th, v h s phi i tm ng ct my ATM ca th mnh rt tin. Chng hn nh gn y mt doanh nhn Hoa K, ng Ross khi ln u tin sang Vit Nam rt ngc nhin khi thy c n 3 my ATM cng mt a im nh hng v li l ca 3 NH khc nhau. Theo ng, iu ny s lm cho khch hng phn no do d khi s dng th ATM v vi vic c th ATM trong tay nhng khng giao dich c vi mt chic my ATM no c s khin bn mun dng tin mt H thng my ATM cn gp nhiu trc trc v mt k thut, gy gin on giao dch v nh hng ti cht lng dch v, dn ti s khng hi lng ca khch hng khi s dng dch v th ATM. Trong qu trnh s dng th ATM khch hng vn cn gp nhiu ri ro. l ri ro gi mo, n cp thng tin c nhn, ri ro do ti pham tin hc. c bit vi qu nhiu l hng k thut nh hin nay th cng to iu kin thun li cho ti phm th ngy cng ph bin. R rng l s tn ti ca qu nhiu ri ro nh th l mt iu tr ngi trong quyt nh s dng th ca khch hng. Khu Marketing v dch v h tr khch hng cn yu. Mt trong nhng cch thc Marketing mt sn phm hay mt dch v chnh ti ngi tiu dng l vic nu bt ln nhng u im tnh nng vt tri ca sn phm hay dch v so vi nhng sn phm cng loi. Nht l trong mt x hi cn qu b nh hng bi thi quen chi tiu bng tin mt nh Vit Nam th vic a sn phm i su vo trong i sng ngi tiu dng th cng tc marketing cng cn c ch trng. Nhng y li l mt im yu ca cc NHTM Vit Nam. Khch hng hu ht ch bit n tnh nng rt tin
30
ca th ATM hay coi ATM ch n gin l mt chic v. R rng khch hng s cm thy t b thuyt phc trc nhng thng tin s si nh vy.
2.2 Nguyn nhn

2.2.1. Mi trng php l H thng lut php, chnh sch, t chc, qun l, iu hnh h thng thanh ton v m bo an ninh mng, qun l ri ro cn thiu v cha cht ch. Hin nay, cc vn bn php l c th p dng vi cc giao dch ATM ch c 3 vn bn: Quyt nh 371/1999 ca thng c NH Nh nc Vit Nam v vic ban hnh quy ch pht hnh, s dng v thanh ton th NH. Quyt nh 349/2002 v vic ban hnh quy nh v xy dng, cp pht, qun l v s dng m kha bo mt trong h thng thanh tan lin NH. Ch th 02/2004 v vic tng cng cng tc bo m an tan trong hot ng thng tin in t lin NH.
Quyt nh 349/2002 v ch th 02/2004 bc u to nn tng php l cho hot ng ng dng cng ngh thng tin cho thanh ton lin NH nh c nhng nh ngha c th v m kha bo mt, v hng dn s dng trch nhim ca ngi cp m kha bo mt, ngi dng... Tuy nhin, mt im quan trng l quy nh v trch nhim trong trng hp xy ra r r thng tin, l thng tin kha bo mt li c quy nh mt cch rt s si nh :
iu 20. X l vi phm Mi hnh vi vi phm quy nh v vic xy dng, cp pht, qun l v s dng M kho bo mt trong h thng thanh ton in t lin NH, tu theo tnh cht, mc m c th b x l hnh chnh hoc truy cu trch nhim hnh s v phi chu trch nhim bi thng vt cht v nhng thit hi gy ra theo quy nh ca php lut. Cn vn bn iu chnh mi quan h v trch nhim v ngha v gia NH v ch th ch c quyt nh 371/1999. Trong ni dung quy inh trch nhim ca NH pht hnh th i vi ch th trong nhng trng hp b mt
31
thng tin c nhn, l thng tin ti khon, quy nh c th trong trng hp ri ro mt tin trong ti khon cng khng r rng v thiu s rng buc: iu 19. Trch nhim ca NHPHT 1. Tun th cc quy nh v pht hnh th ca t chc th quc t v ca NH Nh nc Vit Nam. 2. ng k mu th v nhn hiu thng mi in trn th ti NH Nh nc; 3. Gii quyt hoc tr li cc khiu ni ca Ch th c lin quan n vic s dng v thanh ton th; 4. Thanh ton y , kp thi cho NHTTT, VCNT i vi cc giao dch th c thc hin ng hp ng; 5. Hng dn NHTTT thc hin quy trnh k thut, nghip v v bo mt lin quan n cc giao dch th i vi Ch th v yu cu NHTTT hng dn li cc quy trnh ny cho VCNT; 6. Cc trch nhim khc theo hp ng s dng th v hp ng thanh ton th Cc trch nhim khc ti iu 6 bao hm c trch nhim ca NH i vi vn bo mt th li ch quy nh mt cch qu chung chung l theo hp ng s dng th v hp ng thanh ton th, m nhng iu khan trong hp ng ny li do cc NH pht hnh th t quy nh, khng c c ch no rng buc. iu ny gy nhiu bt li cho khch hng. y cng l li l gii mt phn cho s yu km trong bo mt th ATM ca cc NH. Nh cp n phn thc trng, trong nhiu trng hp thng tin khch hng b l, ti khon khch hng b mt tin, ngi b thua thit trong nhng trng hp ny phn ln l khch hng v h khng c n b tha ng. Khi chng ta cha c khung php l cht ch, mnh bo v quyn li cho khch hng v quy nh c th, y trch nhim ca NH, n s to ra mt tm mn chn v hnh bo v cho s tc trch ca cc NH trong cng tc bo mt th ATM v khin cho tnh hnh tr tr v khng c ci thin. 2.2.2 V mt t chc 2.2.2.1 Thiu s lin kt gia cc NHTM vi nhau
32
Lin kt th l mt yu t quan trng to ra s thun li cho khch hng. S bng n ca th trng th ATM trong thi gian qua, khi 20 NHTM tham gia vo lnh vc ny th iu ny cng tr nn c ngha quan trng. Vi s ra i ca cc lin minh, khch hng gi c c hi tn dng mi tin ch ca h thng ATM ca cc NH trong lin minh ch khng phi ca ring NH pht hnh th. Mc d trn th trng th ATM xut hin nhng lin kt nhng y ch l nhng lin kt mang tnh t pht gia cc NH vi nhau v l nhng kt ni cc b theo nhm nn cha pht huy c ht cc tin ch cung cp trn my ATM. Hin nay c 3 lin minh th l Banknet Vietnam, VNBC (Vietnam Bankcard) v Connect 24. Lin minh th nht gm 11 thnh vin : Agribank, Incombank, BIDV, ACB, ng , Si Gn Cng thng SGB, Si Gn Thng tn v cng ty in ton v truyn s liu, VP Bank, NH c phn hng hi MSB, Sacombank, c thnh lp vo nm 2004 v hot ng theo m hnh cng ty, cc bn gp vn thnh lp cng ty c phn chuyn mch ti chnh quc gia Vit Nam BanknetVN. Lin minh th hai l VNBC ( Vietnam bank card) gm 5 thnh vin: ngn hng ng , NH Si Gn cng thng SGB, NH Pht trin nh ng bng sng Cu Long MHB v Habubank. Mi y vo 24/5, United Overseas Bank UOB ca Singapore va tham gia vo lin minh ny. y l mt trong nhng NH hng u trong khu vc vi 500 vn phng, trong c 430 vn phng ti cc nc c, Nht, Anh, Php, MLin minh trn cng ang chun b lin kt vi tp on Chna UnionPay, iu ny ng ngha vi vic th do lin minh ny pht hnh c th c chp nhn cc my ATM ca tp on China UnionPay Trung Quc, Macao v Hng Kng
Hnh 6: Th ca lin minh VNBC Lin minh th ba v cng l lin minh ln nht hin nay l Connect 24 do NH Vietcombank ng u gm 18 thnh vin: Vietcombank, Eximbank, Chohung Vina Bank, VIBank, Habubank, HSB, NH Vit VAB, NH Qun i MB, NH
33
Hng hi MSB, NH Bc , NH Tn Vit, NH NT Lo BCEL, NH Phng ng, NH Phng Nam. Lin minh ny c thnh lp vo thng 1/2004, mang tnh cht hip hi, lin kt cng pht trin trong cc lnh vc: Kt ni h thng ATM Kt ni h thng POS Pht hnh th ghi n ni a Pht hnh v thanh ton th quc t theo m hnh thnh vin ph
Hnh 7: Mt s th ca Lin minh Connect 24
Nguyn nhn th nht y chnh l cc NH ln khng chp nhn lin kt vi cc NH nh. " Hin cc NH chia ra lm hai khi. NH ln khng thm chi NH nh. Cc NH nh cng kh kt ni vi NH ln bi t ti. l nguyn nhn cn tr", trong ln trao i vi bo in t Vietnamnet, ng Trng Phng Bnh, tng gim c ca NH ng EAB pht biu. C th thy r iu ny khi nhn vo 2 lin minh th VNBC do Vietcombank ng u v VNBC do EAB khi xng khi thy c s khc bit ln v quy m gia cc thnh vin ca hai lin minh th trn. Mt bn bao gm ton cc NH nh nc nh Vietcombank, Eximbank (Connect 24) vi mt bn gm ton cc NH TMCP nh EAB, ACB Nguyn nhn th hai c nhc ti y chnh l t tng bao cp khch hng ca cc NH. Vn ny nm tiu ch hot ng ca cc NHTM Vit Nam. Khi c s so snh gia NHTM Vit Nam vi NH n c ngoi., theo nhn nh ca Thi bo Kinh t Si Gn, NHTM nc ngoi lun t li ca khch hng ln hng u, coi nh c s cho hot ng kinh doanh ca mnh. i vi h, khi kt qu hot ng kinh doanh t mc ha vn th i vi h vn l sinh li, bi ci m cc NH t c y chnh l khch hng. Nhng cc NHTM Vit Nam vn cha t ti mc . Cc NH tm mi cch gi khch hng ca mnh v khng mun chia s cho cc NH khc. Hn na vn cn t tng khuch trng s nh hng, s bao trm ca NH mnh ln NH i phng hay ni cch khc l cha c s lin minh lin kt cht ch gia cc NH vi nhau. Theo nh trn phn tch th chnh l s lin kt ri rc, mang tnh cc b v theo nhm nn cha khai thc ht
34
c tim nng rng ln ca th trng th. ng c Cng, chuyn gia t vn trong lnh vc ti chnh NH cnh bo Vic cnh tranh v ct c khch hng khng ch lm thit quyn li ngi tiu dng, m cn nh hng ti ch trng ln hn l thanh ton khng dng tin mt, nht l trong giai on sp ti khi cc i gia nc ngoi b vo, nu cc NH trong nc khng t lin kt li l t tri mnh Nguyn nhn th ba v l tr ngi ln nht cho vn lin kt chnh l nm mt t chc. Nu nh cch y vi nm, khi th tr th VN mi giai on phi thai li bin minh cho s thiu lin kt gia cc NH l nm vn cng ngh. Mi NH t la chn cho mnh nh cung cp ring, cc h thng phn mm v phn cng ca cc NH gp kh khn trong vic kt ni, chuyn mch vi nhau th hin nay, tr ngi ln nht i vi vic lin kt l vn t chc. V mt nn tng cng ngh, hin nay, VCB c chun ISO 8583, mt giao thc c bn tt c cc h thng th ni chuyn c vi nhau v m ha tinh vi cc thng tin ti khon. l xt tiu ch phn mm. Cn v kt ni phn cng (tc kt ni chc nng chuyn mch vi nhau) th hu ht cc NH cng c.
V mt con ngi, hin nay, chng ta ang thiu mt c ch ch o u hnh, thiu mt t chc c nhim v lm u mi tp hp v vn ng. V c bit quan trong l thiu s ng thun gia cc NH. Nh cp n phn thc trng v s tn ti ca hai khi NH ln v nh VN hin nay, cc NH ln cm thy kh bt tay vi NH nh v s li ch b san s v ng thi cc NH ln cng khng sn lng hp tc vi nhau v s b NH khc chi phi.
T y, chng ta c th thy c rng chnh bn thn ni b cc NH khng ht lng cho lin kt, NH no cng gi ly khch hng ca mnh. iu ny cn tr s lin kt thng nht gia cc NH vi nhau. y l tnh trng tng t vi th trng th ATM ca Thi Lan vi nm trc y, cng c cc lin minh th mang tnh t pht v ni b lm manh mn th trng v ch khi c s can thip ca NHNN ng ra thu tt c v mt mi th mi tp hp ht cc NH vi nhau. y cng l mt trong nhng gii php m chng ta ang hng ti bn cnh s thnh lp ca mt trung tm chuyn mch quc gia hay mt hip hi th. Vn ny s c cp k hn phn gii php cho th trng th ATM Vit Nam.
n v vic xy dng mt h thng chung duy nht kt ni tt c cc NH li vi nhau khng phi l cha c. Nhng cng chnh s thiu t chc, thiu mt c quan ch qun ng u c kh nng tp hp li ln na l ro cn trong vic a cc d n vo thc hin. Theo mt xut ca ng Lm Hong Lc VP Bank th mi NH c qui m vn nh khng u t c nhng tp hp vn nhiu NH s u t c v tit kim v
35
khng phi trang b qua nhiu my POS v my ATM. Theo , cng ty th s t chc vic lin kt cc NH thnh vin, lm vic vi VISA v Mastercard pht hnh v 2 loi th ny vn chun ha trn ton th gii, thun li cho vic kt ni ton cu. V y l mt cng ty th c lp ng ra t chc nn khng NH no s l thng tin cho i th cnh tranh. Cng ty th s c c phn ca cc NH tham gia nn khng NH no b ph thuc, lp v vi NH no. y l mt n c ngha kh thi v n gii ta c ni lo c hu v vic s b l thng tin cho i th cnh tranh hay s s thng lnh ca mt NH khc ca cc NHTM Vit Nam khi tin hnh lin kt. Tuy nhin, n cng cha c a vo thc hin v VP Bank lc cha mnh ng ra lm cng vic tp hp m li khng c bt k s can thip hay gip t cc t chc c thm quyn ca Nh nc gip thay cho VP Bank thc hin cng vic ny.
2.2.2.2 Thiu s lin kt gia cc NHTM vi cc im chp nhn th Mt trong nhng tin ch c s dng nhiu nht trn th thanh ton cc nc l thanh ton ha n v thanh ton hng ha. H thng ATM nu ch rt tin mt th khng c li m phi khai thc ti a chc nng ca n, nht l thanh ton v chuyn khon. Nhng hin gi vic thu ph qua NH ca cc nh cung cp dch v bu chnh, vin thng, in lc, nc sch, thu, hi quan, xng du cn rt hn ch. Cc n v ny ng ngoi cuc v coi nh cng vic kinh doanh kim li nhun ca ring cc NHTM. Cc NH vn cn km trong khu marketing cc tin ch trong vic lin kt thanh ton gia NH vi cc doanh nghip. N cng quan trng nh vic h qung b sn phm th ca mnh n ngi tiu dng vy. C chnh v vy m cc doanh nghip khng sn sng hp tc vi cc NHTM m khng hiu c rng n gip tng hiu qu kinh doanh ca chnh h v tng cng li ch chung khi hi nhp v to thun tin cho khch hng. V ngay c khi c s lin kt th mi im chp nhn thanh ton cng c th ch chp nhn thanh ton th ca NH ny ch khng chp nhn th ca mt NH khc. V d nh Metro chp nhn khch hng thanh ton bng th ANZ, cn nhng khch hng s dng th ca MB th khng th. Mt xu hng gn y trn th trng th VN l s tung ra ca mt lot th ng thng hiu. ACB kt hp vi h thng siu th Citimart pht hnh th ACB Citimart visa electron, cung cng ty n Vit cho ra i th Ct ng ACB E-card. EAB cng kt hp cng taxi Mai Linh v cng ty bo him Manulife cho ra i hai loi th ng thng hiu. Gn y EAB cng kt hp vi cng ty dch v vin thng Viettel ra i loi th thanh ton mi.
36
iu ny l tn hiu ng mng cho thanh ton th ATM Vit Nam, a dng ha cc s la chn cho khch hng. Loi th ACB Citimart thm ch cn gim 3% trn tng gi tr thanh ton cho khch hng dng loi th ng thng hiu ny. Tuy nhin, loi th ny gy ra khng t s bt tin cho khch hng. Khch hng s dng th ACB Citimart khng th dng thanh ton cho cc ha n bo him ca Manulife v ngc li. Cu hi c t ra y l ti sao khng tch hp chc nng thanh ton hng ha, thanh ton ha n ch trong mt chic th nh gn. R rng, cc doanh nghip hin nay vn cn ch tm qu nhiu vo vn thng hiu, nhm nh bng hnh nh ca mnh (vic ra i nhng loi th ng thng hiu nh th ny cng l 1 cch qung co) m cha ch tm nhiu n s tin li s mang li cho KH. 2.2.3. Vn con ngi Ngun nhn lc hot ng cho hot ng th NH Vit Nam cha c trnh cao. Dch v th ATM l mt ngnh dch v ng dng cng ngh cao i hi nhng hiu bit v nghip v th ATM v cng ngh thng tin ng dng cho hot ng ATM. Tuy nhin nhng yu cu cha c cc nhn vin NH p ng mt cch y . C nhiu li s ng xy ra m nguyn nhn bt ngun t nhn vin NH: pht hnh nhm th ATM ca ngi khc (trng tn), nhn vin th qu np nhm loi tin vo khay (trng hp TEC) hay cha c nhng li hng dn, gii thch tha ng cho khch hng trong trng hp b l s PIN, l thng tin ti khon ... Theo m hnh ca NH hin i trn th gii, thu nhp ca NH ch yu t dch v ch khng phi l t tn dng. Chng trnh gio dc i hc cng phi bm st nhng tn hiu ca th trng lao ng a ra chng trnh o to hp l hng vo hot ng dch v NH. Nhng chng trnh o to i hc ngnh NH ca Vit Nam cha p ng yu cu ca th trng th NH hin nay. Ly n c chng trnh o to ca hc vin Ngn hng trng chuyn o to cn b NH, kin thc v th ch c cung cp mt phn nh ca b mn Thanh ton quc t v Ti tr xut nhp khu vi nhng tiu mc v khi nim, c tnh k thut v cc loi th thanh ton. Nh cp n phn nhng tin ch cung cp t th NH,
37
bn cnh thanh ton cn rt nhiu tin ch khc. Hay nh chng trnh hc ca khoa Ti chnh Ngn hng ca i hc Kinh t quc dn th vn v th NH cng khng c ch trng. Vi mt lng kin thc hn hp nh vy chc chn khng th cung cp cho nhng c nhn tng lai k nng cn thit hot ng hiu qu trong lnh vc dch v th NH.
38
CHNG III BIN PHP NNG CAO CHT LNG DCH V TH ATM CA H THNG NGN HNG THNG MI VIT NAM TRONG TIN TRNH GIA NHP WTO
I. L TRNH M CA DCH V NGN HNG V NHNG C HI THCH THC I VI DCH V TH 1. L trnh m ca ngnh NH Thnh cng ca vng m phn song phng gia Vit Nam vi Hoa K v vic gia nhp WTO mang li nhng tn hiu tt lnh cho vic Vit Nam chnh thc tr thnh thnh vin ca WTO trc khi hi ngh APEC din ra vo thng 11/2006. Hin ti Vit Nam cho php cc NH nm gi c phn ti a l 49 %. Cc NH nc ngoi c php thnh lp chi nhnh ti Vit Nam nhng cc cng ty chng khon nc ngoi ch c php thnh lp vn phng i din. Tho thun gia Vit Nam v Hoa K bao gm : K t 1/4/2007, cc NH M v cc NH nc ngoi khc s c php thnh lp cc chi nhnh 100% vn nc ngoi ti Vit Nam. Cng nh cc php nhn Vit Nam, cc chi nhnh v vn phng i din ny s c hng ch NTR ngay sau khi Vit Nam gia nhp WTO. Cc NH ca M s c php thnh lp chi nhnh 100% vn nc ngoi, nhn tin gi bng VND khng gii hn t cc php nhn, ng thi pht hnh th tn dng. Trong khi , l ra theo Hip nh Thng mi Vit Nam Hoa K, phi sau nm 2010, cc NH Hoa K mi c php thnh lp NH con 100% vn nc ngoi ti Vit Nam. Vic m ca ngnh NH s dn ti s xut hin ca cc NH nc ngoi ti th trng Vit Nam, ng thi s m ra nhng c hi v thch thc cho ngnh NH ni chung v lnh vc dch v th ATM ni ring. Cc NHTM Vit Nam phi ch ng hi nhp, tn dng tt cc c hi cng nh ra cc bin php ng u vi nhng thch thc nhm nng cao cht lng dch v th ATM, lm tt chc nng ca mt ngnh cung cp dch v NH bn l.
39
2. Nhng c hi v thch thc i vi vic cung cp dch v th khi m ca ngnh ngn hng 2.1 C hi Khi Vit Nam m ca ngnh ngn hng theo l trnh c trnh by trn, cc NHTM Vit Nam c n nhn rt nhiu c hi. Th nht, y l c hi tt cc NHTM Vit Nam hc tp trnh qun l nghip v kinh doanh th, trnh qun l nhn s, ng dng cng ngh tin hc cho hot ng cung cp dch v th ATM, tng bc chun ha c cc giao dich thanh ton cho ph hp vi thng l quc t. Th hai, cc NHTM Vit Nam s thu ht c nhiu khch hng s dng th ATM hn, do cc khch hng nhn thc c rng m ca NH to iu kin cho khch hng s dng th ATM trong thanh ton v mua bn hng ha trn ton cu. Th ba, khi m ca ngnh NH, cc NH nc ngoi s dn xut hin Vit Nam v dn tham gia vo th trng ngn hng bn l, trong dch v th ATM s l mt mng dch v c cc NH nc ngoi tp trung khai thc. iu ny to nn sc p khin cc NHTM Vit Nam phi nng cao cht lng dch v th ATM c th cnh tranh hiu qu, lm cht lng dch v th ATM c nng cao. Cc NHTM Vit Nam hin ang c mt s li th tng i so vi cc NH nc ngoi.
Hu ht cc chi nhnh NH nc ngoi v NH lin doanh Vit Nam u cha hot ng hiu qu. V d, ANZ l NH ch yu cung cp dch v th quc t, chuyn tin quc t v nhm ti nhng ngi c thu nhp cao. NH ny cng lin kt vi Sacombank trong lnh vc pht hnh th nhng lin kt ny hot ng khng hiu qu v tan r.
Chi ph hot ng ca cc NH nc ngoi v cc chi nhnh Vit Nam l qu cao dn n ph cung cp dch v cng rt cao. Hu ht ph pht hnh th ca cc NH trong nc thng dao ng t min ph hon ton n 100 000 VND iu ny l rt kh vi cc NH nc ngoi. Hn na, cc NH trong nc thng khng yu cu s d ti khon hoc nu c th cng l rt thp (di 100 000 VND) th cc NH nc ngoi li yu cu s d trong ti khon rt cao t 100 n 1000 USD v nu s d thp hn quy nh th ch th c th b pht. Cc NH Vit Nam khi chi tr lng qua th thng khng ly ph dch v v iu ny l khng th vi cc NH nc ngoi do chi ph hot ng cao nn kh c th cnh tranh vi cc NHTM Vit Nam trong biu ph dch v.
Cc NH nc ngoi s gp rt nhiu kh khn trong vic m rng mng li chi nhnh ca mnh ra cc tnh v thnh ph trong khi mng li chi nhnh cc NH trong nc ph dy c khp mi tnh thnh trn c nc. Thng k cho thy, khong 50 % cc NH lin doanh v cc chi nhnh ca cc NH nc ngoi ti VIt Nam ch c mt tr s hoc H Ni, hoc thnh ph H Ch Minh. Ch c 4 n 5 chi nhnh hoc NH lin doanh c tr s ti c hai ni, chng hn nh HSBC vi tr s chnh t ti thnh ph H Ch Minh v mt chi nhnh na ti H Ni. Hn
40
ch ca vic mng li nh hp chnh l kh nng tip cn khch hng cng b thu hp theo. Trong s cc NH trong nc, Agribank dn u v s lng chi nhnh vi hn 2200 chi nhnh trn khp c nc. Cui cng chnh l s hn ch trong v tr t cc my ATM. Hu ht cc v tr t my p c cc NH trong nc ph kn. iu ny lm gim i mc tip cn dch v ca khch hng v s gy tm l ngi ngn cho khch hng. 2.2 Thch thc Hin nay trn th trng dch v NH c 5 NH lin doanh v 27 chi nhnh NH nc ngoi ang hot ng. Tuy nhin ch c hai NH cnh tranh vi cc NHTM Vit Nam trong knh bn l, l ANZ v HSBC. Cc NH cn li i tng phc v cn hn ch v ch yu nhm vo nhng ngi c thu nhp cao. ANZ ch yu cung cp dch v th quc t v dch v chuyn kiu hi phc v cho nhu cu chuyn tin ca nhng gia nh c con em i du hc. Nhn chung th i tng khch hng hu ht ca cc NH lin doanh v cc chi nhnh ca cc NH nc ngoi ti Vit Nam vn cn hn ch v ch b hp trong tng lp dn chng c thu nhp cao. Vo nm 2007, khi Vit Nam m ca th trng ti chnh NH, chc chn s lng NH nc ngoi v NH lin doanh s tng ln rt nhiu v tt yu s to nn s cnh tranh mnh m vi cc NH trong nc knh bn l. Tuy nhin, cc NH nc ngoi cng c rt nhiu th mnh c th gy kh khn cho cc NH trong nc. Th nht, cc NH nc ngoi mnh v chng loi dch v cung cp trn mi sn phm. Cc tin ch cung cp trn mi my ATM c cc NH ny cung cp a dng hn, chng hn nh: thanh ton ho n (in thoi, tin nc, ph bo him, cuc Internet), rt tin, chuyn khon, xem sao k, mua th (th in thoi), thu chi, yu cu gi tin vo ti khon tit kim, pht hnh s sc, Th hai l v trnh cng ngh. Cc NH nc ngoi p dng nhng cng ngh chun quc t nn rt thun tin cho vic lin kt gia cc NH vi nhau.
Th ba l v tim lc ti chnh. Hu ht cc NH Vit Nam u c quy m rt nh so vi cc NH nc ngoi. Tng vn iu l ca cc NHTM nh nc mi t 21 000 t ng, d n tn dng mi xp x 55 % GDP, thp hn nhiu so vi mc 80 % ca cc nc trong khu vc. Bnh qun mc vn t c ca cc NHTM nh noc ch khong t 200 n 250 triu USD, l mc tng ng vi cc NH trung bnh trong khu vc, cn cc NHTMCP th c mc vn trung bnh l 200 300 t VND, mc rt khim tn. Khi chng ta m ca th trng, tt yu cc NH nh hot ng yu km s phi ng ca hoc sp nhp li vi nhau hoc mt xu hng na l tng vn iu l bng cch bn c phn cho cc NH nc ngoi mun xm nhp vo th trng Vit Nam.
41
Cui cng l trnh qun tr iu hnh. y l khon yu nht ca cc NH Vit Nam do thiu i ng nhn s lm c vic. Lin kt Banknet l mt v d, h thiu ngi lm c vic v dn n vic thay tng gim c iu hnh mi do gim c c iu hnh khng hiu qu cng vic lin kt h thng. Mi n cui nm 2005, lin minh ny mi i vo hot ng mc d c thnh lp t nm 2004. II- NH HNG PHT TRIN DCH V TH ATM TRONG TIN TRNH GIA NHP WTO Khi Vit Nam gia nhp WTO, vic xc nh chin lc pht trin cho dch v th ATM mt cch ng n, va mang tnh hp tc, va mang tnh cnh tranh vi cc nh ch nc ngoi trn th trng ni a l rt cn thit. Sau y l mt s nh hng cho vic pht trin dch v th ATM Vit Nam: M rng mng li ATM, kt ni tt c cc NH, hng ti mt mng li ATM chung, thng nht trn ton quc, hot ng thng nht v hiu qu nhm phc v khch hng chung ca mi NH. NHNN Vit Nam phi tng cng, cng c vai tr l n v ng u, tin hnh t chc hiu qu, thng nht, chun ha tt c cc NH, ng thi tin hnh b sung, hon chnh h thng lut php p dng cho giao dch th ATM. Tng cng lin kt vi cc t chc th quc t, gp phn chun ha cc giao dich thanh ton cho ph hp vi thng l quc t, to iu kin thun li cho qu trnh hi nhp vo h thng ti chnh ton cu. Tng t trng doanh thu t hot ng kinh doanh th ATM trong tng doanh thu t cc dch v NH. M rng, a dng ha cc i tng khch hng s dng dch v th ATM, c chin lc pht trin dch v i vi tng loi khch hng khc nhau. To dn thi quen dng th trong thanh ton nhm gim dn t l s dng tin mt trong giao dch. p dng mi bin php cn thit gim thiu ri ro cho khch hng v ngn hng., gim bt tm l e ngi ca khch hng trong vic s dng ATM cng nh m bo gim bt tn tht cho cc NH.
42
Xy dng, cng c h thng c s h tng, phn mm hin i, trang thit b k thut ph phc v cho hot ng kinh doanh th ATM. Gia tng, cng c thm nhiu tin ch cho th ATM, p ng hiu qu hn nhu cu thanh ton ca khch hng. Tng cng cng tc qung b dch v ATM, tng c hi tip cn nhng dch v th mi ti tay khch hng. Ch trng nhiu hn n khu h tr, chm sc khch hng, c nhng gii thch tha ng cho khch hng trong trng hp c khiu ni, thc mc. Bi dng, nng cao trnh ngun nhn lc hot ng trong lnh vc kinh doanh th NH Vit Nam III- CC BIN PHP NNG CAO CHT LNG DCH V TH ATM CA H THNG NHTM VIT NAM TRONG TIN TRNH GIA NHP WTO 1. Cng c v hon chnh hnh lang php l p dng cho hot ng kinh doanh th ATM Nh trnh by phn nguyn nhn v mi trng php l, nhng quy nh vi ni dung c th p dng cho giao dch th ATM cn s si, gy nh hng n vn bo mt v phn chia trch nhim v ngha v gia ch th v NH pht hnh th. Chnh v th, cn c th ha trch nhim ca NH pht hnh th i vi ch th trong cc trng hp ri ro lin quan n bo mt, nh nhng trch nhim ca NH pht hnh th trong vic n b thit hi cho khch hng, ng thi trnh dn n trng hp xy ra ri ro m nhng li khiu ni ca khch hng li khng c gii quyt mt cch tha ng.
Ban hnh nhng chun chung cho cc iu khon c bn trong Hp ng gia nhp cng nh Hp ng thanh ton th m trc y vn do cc NHTM t quy nh mt cch ring l v khng c tnh thng nht. Cn c s iu tit ca c quan qun l Nh nc trong vic quy nh nhng iu khon hp ng chun mu ny. iu ny khng nhng m bo quyn li cho c khch hng ln NH m cn to iu kin thun li cho khch hng trong qu trnh tm hiu v la chn cho mnh loi hnh dch v ph hp nht.
ng thi, chnh ph cn sm quy nh nhng ti danh v khung hnh pht nghim khc trong B lut hnh s cho cc loi ti phm s dng th gi v cu kt la o gi mo giao dch th.
43
Chnh ph Vit Nam cn tham kho lut v nhng quy inh lut php quc t ban hnh iu khon c tnh thc thi cao, ph hp vi thng l quc t, trnh nhng tranh chp quc t c th pht sinh mu thun vi h thng php lut Vit Nam. Khi thc hin m ca ngnh NH, cc NH nc ngoi s dn thm nhp vo th trng th Vit Nam. Vit Nam c ngha v phi i x bnh ng vi cc NH nc ngoi, do phi hon thin mi trng php lut theo hng minh bch, thng thong, n nh, bnh ng, an ton v cng khai. 2. Tng cng cng tc Marketing v h tr khch hng Nh trnh by phn hn ch, khch hng hu nh ch bit n mt tin ch duy nht ca th ATM l rt tin m cha c hiu bit y v nhiu tin ch khc nh thanh ton ha n, thanh ton, chi tr hng ha, mua th in thoi, hay chuyn khon....Hn na, do trnh pht trin ca Vit Nam cha cao v thi quen tiu dng tin mt trong chi tiu, iu ny l nguyn nhn gy nn tm l d dt trong vic la chn dch v th ATM nh l mt phng thc thanh tan trong dn chng. Chnh v vy, cc NH cn m rng cng tc Marketing gip khch hng c c hi tip cn y hn v tin ch ca th, c nhng hiu bit r rng hn v nhng li ch khi thanh ton bng th ATM mang li. Cc NH c th thc hin mt s bin php Marketing nh sau: M rng cng tc qung b qua nhiu phng tin truyn thng i chng nh: bo ch, truyn hnh, Internet....Trang web ca cc NH cn phi c cp nht thng xuyn nhng thng tin v cc loi th, biu ph, tin ch, a im t my, cc c s chp nhn th.... C th tin hnh a dch v ATM ti khch hng qua cc doanh nghip, n v, c quan v trng hc qua cc chng trnh kt hp tr lng, thu hc ph bng nhiu hnh thc khuyn mi nh min ph ng k s dng dch v th, min ph vi cc giao dch mt s ln u ... nhm to thc, thi quen s dng th. Kt hp cng vi cc doanh nghip kinh doanh hot ng trong lnh vc khc xy dng nhiu chng trnh khuyn mi c li cho c hai bn: cuc thi tm hiu, d on, bc thm trng thng m phn thng l cc th ATM vi nhng ti khon c gi tr.
44
C nhng chng trnh c bit i cho nhng i tng khch hng c nhu cu s dng cao: chng trnh dnh cho khch hng thn thit khch hng s c p dng mt biu ph u i, hoc c tham gia bc thm trng thng cho khch hng c nhiu giao dch qua th ATM trong mt khong thi gian nht nh. T chc thu thp thng tin phn hi t khch hng, nh gi kp thi cc thng tin ngc chiu, cc kin ca khch hng cn c NH trn trng v c th cm n v chnh sch khuyn khch khch hng. Vi cc kin c gi tr, c ngha thit thc, nn c phn thng cho khch hng. 3. Tng tnh lin kt gia cc ngn hng vi nhau v gia ngn hng pht hnh th v cc c s chp nhn th 3.2 Tng tnh lin kt gia cc ngn hng vi nhau
Bt c th trng th ATM no trn th gii cng u phi tri qua 3 giai on pht trin:
Mi NH t xy dng h thng ring Cc nhm NH tha thun dng chung h thng Tt c hp tc xy dng mt h thng duy nht Hin gi, th trng th Vit Nam ang giai on pht trin th 2, vi 3 lin minh l Banknet, VNBC v Connect 24. S lin kt ny vn cn mang tnh t pht v hot ng cha t hiu qu cao. Nh cp n phn nguyn nhn, ro cn i vi kt ni lin minh th Vit Nam l vn t chc. Chng ta thiu mt c ch ch o, iu hnh hiu qu v c kh nng tp hp tt c cc NH.. Chnh v vy, gii php i vi vn lin kt hin nay chnh l phi c mt t chc c lp c ting ni trng lng, c tim lc ti chnh, c kh nng ra nhng chnh sch pht trin hiu qu mang tnh v m thng nht hot ng cung cp dch v th ca cc NHTM . V trong tnh hnh hin nay, ch c NHNN c nng lc thc hin iu ny. c mt h thng th duy nht cng ng ngha vi vic ng nht cc hot ng kinh doanh, pht hnh ng dng cng ngh th ca cc NH ring l. lm c vy, NHNN phi ban hnh nhng quy nh hng dn v nguyn tc an tan, tiu chun, chun mc ti thiu cho NH khi thc hin thanh ton thng qua phng tin in t, h thng ATM.
Hoc chng ta c th tip tc trin khai n nh trnh by phn nguyn nhn do ng Lm Hong Lc xut v mt cng ty th. n lc cha c a vo hin
45
thc tuy n rt c tnh kh thi v VIB lc cha tim lc ti chnh tp hp v tm l dng nh cn lo ngi ca cc NH khi b ng di trng ca mt NH khc. Chnh v vy, n ny c a vo thc thi, n cng i hi s ng ra t chc ca NHNN.
Ngoi ra cc NHTM Vit Nam nn tham gia cc lin minh th Quc t. Hin nay c 11 NHTM Vit Nam tham gia vo lin minh th Mastercard v 7 NH tham gia vo lin minh vi VISA. Lin kt vi cc t chc nc ngoi s to iu kin cho cc NH Vit Nam chun ha c cc giao dich thanh ton cho ph hp vi thng l quc t v to iu kin hn cho khch hng Vit Nam trong vic chi tiu nc ngoi. Tuy nhin, cng vic kt ni tt c cc NHTM khng th thc hin trong mt sm mt chiu, m l chin lc trong di hn. Trc mt, khi tt c cc NH cha kt ni c vi nhau th cng tc qun tr, t chc trong lin minh cn phi c tin hnh mt cch cht ch, hiu qu hn gia tng nhng tin ch c li c t vic kt ni cho khch hng. Phi khng ngng nng cao cht lng cng tc qun tr iu hnh, v kim tra, kim sot ni b trong lin minh. Cng tc ny phi thng xuyn c nng ln ngang tm vi trnh hin i ca cng ngh. ng thi trong ni b cc NH cn thng xuyn r sot li cc quy trnh, quy nh ni b v chi nhnh v hon thin, b sung, nng cp v trnh s h d b li dng. 3.2 Tng tnh lin kt gia ngn hng pht hnh th v cc s s chp nhn th:
Nh trnh by trn, s thiu kt dnh trong lin kt gia NH v cc c s chp nhn th l xut pht t c hai pha. Mun tng cao tnh lin kt ny, c hai bn phi cng n lc.
V pha cc NHTM: Cc NH v li ch ca chnh mnh v cng ng phi c chin lc pht trin dch v thanh ton th, bi thanh ton th l mt b phn tt yu ca mt x hi hin i v pht trin. Cc NHTM nn m bo cung cp cho cc im chp nhn th y cc my mc, thit b cn thit cho vic thanh ton bng th. Cc NHTM nn ch ng marketing cc tin ch trong vic lin kt thanh ton gia NH vi cc doanh nghip, phi phc tho ra nhng Hp ng thanh ton th vi cc im chp nhn th tht hp dn thu ht s quan tm v chp nhn thanh ton bng th ca cc c s kinh doanh, lm cho cc doanh nghip nhn ra rng chnh h cng c li trong vic kt ni ny. c nh vy, cc NHTM cn m rng tuyn truyn v cc li ch khi cc doanh nghip chp nhn tr thnh cc im
46
chp nhn th, nh lm cng tc qun l k ton ti chnh s d dng hn; m rng th trng v doanh s qua vic thu ht thm c nhiu khch hng l nhng ngi c thi quen s dng th v kch cu qua vic dng th tn dng gip m rng kh nng ti chnh ca ch th; tit kim c chi ph bo qun v vn chuyn tin mt; gim thiu cc ri ro khi thanh ton bng tin mt nh tin gi, mt trm, mt cp... Cc NHTM nn t ra cc mc u i v tn dng, v thanh ton cho cc im chp nhn th. NHNN nn c nhng can thip nht nh nhm trnh tnh trng c quyn thanh ton th ca cc NH ti mt im im chp nhn th nht nh. Nhiu NHTM c th c hp ng vi mt im im chp nhn th, trnh tnh trng c quyn, bi iu ny s gy kh khn cho khch hng, nhng ngi c th ATM nhng li khng c chp nhn thanh ton do a im im chp nhn th khng chp nhn.
V pha cc c s kinh doanh:
Cc c s kinh doanh nn sn sng hp tc vi cc NHTM trong vn thanh ton bng th, bi chnh h ch khng ai khc s c hng li t hot ng ny. Nn chp nhn k kt Hp ng thanh ton th vi nhiu NH ch khng nn ch k hp ng vi mt NH duy nht, gy nhiu kh khn trong thanh ton vi khch hng, t lm gim doanh thu ca chnh cc doanh nghip. 4- Bin php nng cao k thut
Trc nhng nguy c ri ro ln khi s dng th t mang n cho khch hng nh nguy c th b sao chp v to bng t gi, mt bin php k thut kh thi c th thc hin i ph vi tnh trng ny chnh l vic chuyn i t th t sang th chip. y l mt ng thi c mt s NHTM Vit Nam tin hnh trong thi gian qua nh VCB , TEC... tuy nhin cha c rng ri. Th chip th hin tnh u vit v nhiu u im vt tri so vi th t mt s c im sau y:
Th chip c m ha bng thut ton kh pht hin, ng thi s dng cng ngh hin i nht hin nay nn c th ngn nga t chc ti phm th s dng thit b c trm thng tin m ha trong th. Chnh v th, th t gp phn tng cng mc bo mt chng li th on nhm skimming th.
47
Th chip lu tr nhiu thng tin hn v ch th v cp nht thng tin mi hay thng tin thay i m khng cn in li. iu ny gip gim phin h trong cng tc pht hnh th v gim chi ph i vi vic phi in li th. Thng tin v giao dch v tnh trng th c cp nht v lu tr trong chip m bo cho vic thanh ton c trong trng hp h thng ng truyn b li, khng thc hin c vic lin lc vi NH pht hnh. Chc chn nu vic s dng th chip c ph bin trong thi gian ti th nhng iu gy phin h cho khch hng nh KH khng th rt c tin do mng b nghn trong nhng gi cao im hay vo ngy l, ch nht s t xy ra hn. thc hin cng tc chuyn i ny, cc ngn hng phi thc hin nhng thay i mang tnh h thng trn h thng pht hnh th, h thng chuyn mch ti chnh, h thng giao dch u cui ATM/POS v cng ngh pht hnh v thanh ton th thng minh c s khc bit ln so vi cng ngh th t truyn thng, c nhng cu phn phi c nng cp nhng cng c nhng cu phn mi phi u t ring. Ngoi bin php chuyn i t th t sang th chip, tng tnh an ton v xa i tm l e ngi ca ngi s dng, mt bin php c th lm ngay i vi cc NHVN l lp t nhng thit b loi tr thit b l, ch cho php nhng thit b no c lp trnh mi c kh nng khi ng h thng. iu ny gip phng trnh trng hp nhng thit b l c gn vo nhng my ATM n cp thng tin ca ch th, n cp s PIN.... Ngoi ra vic trang b cc camera an ninh cng l mt bin php m cc NHTM nn tng cng p dng trong vic ngn nga vic gi mo ch th. l bin php m EAB p dng i vi h thng ATM ca mnh. Nhng my ATM c chc nng va rt v gi tin u c ba camera, trong c hai camera c t nhng v tr kn o khc nhau c th quan st v ghi li khun mt ca khch rt tin v ni khch nhn tin t my. Ton b bn phm trn my ATM khng nm trong tm quan st ca camera, do vy vn bo mt c s PIN cho khch hng. Camera th ba c t pha sau ATM kim sot cc hot ng thao tc trn my ca nhn vin ngn hng. Cc d liu ghi t camera c lu li trong thi gian kh di, khi cn kim tra ch cn cn c vo bo co ngy gi c giao dch rt tin l c th xem li. y l mt bin php nn c p dng rng ri, rt c ch
48
trong trng hp c khiu ni ca khch hng v mt ti khon th. Cc on bng ghi hnh lc s pht huy tc dng trong vic xc nh li thuc v khch hng s sut trong khu bo qun, gi b mt thng tin th hay li k thut thng v NH hay l do ti phm tin hc. Cc NH cn chun b mt h thng my mc, thit b d phng cho hot ng th, sn sng khi c s c xy ra. H thng cng ngh, my mc l nn tng cho hot ng th, quyt nh n s vn hng thng sut, lin tc ca hot ng pht hnh. Bt k mt s c no ca h thng dn n s ngng tr, tnh chnh xc ca giao dch trong qu trnh thanh ton s gy tn tht cho ngn hng. Tuy nhin, d mt h thng c vn hnh tt, trn tru n u cng khng th m bo khng c s c, khng c hng hc, trong qu trnh s dng khng cn bo dng, thay th, sa cha. Bn cnh , cc my ch, cc thit b cn thit phc v cho hot ng th cha sn xut c trong nc m phi nhp khu t nc ngoi. Do , vic chun b d phng l rt cn thit. 5. Tng cng qun l ri ro Hip hi th cn tip tc pht huy vai tr din n hp tc trao i ca mnh trong hot ng phng chng ri ro trong lnh vc kinh doanh th ti th trng Vit Nam. Hip hi th cn a ra cc quy nh i vi cc thnh vin trong vic cung cp thng tin v l u mi phi hp hnh ng phng chng cc hnh vi gian ln trong lnh vc kinh doanh th ngn hng trn th trng. Hip hi th cng l u mi t chc, nghin cu a ra cc xut hn ch ri ro trong kinh doanh th, u mi lin lc vi cc t chc th quc t trong hot ng phng chng gi mo th v t chc cc kho hc bi dng nng cao nghip v cho cc ngn hng thnh vin trong hot ng phng chng ri ro kinh doanh th Bn cnh , mi NH cng cn phi c mt b phn ring bit chuyn su v vn qun l ri ro vi nhng nhim v c bn sau: Nghin cu xy dng cc quy nh, quy trnh nghip v v an ninh trong lnh vc thanh ton v pht hnh th nhm hn ch ti a tn tht cho khch hng. Theo di cc bo co hot ng th v chng trnh qun l ri ro ton cu ca cc t chc th quc t cp nht cc thng tin v qun l ri ro nhm nm
49
c tnh hnh, din bin, xu hng gi mo trong hot ng th trn th gii, trong khu vc cng nh ca ngn hng mnh v thng bo cho cc chi nhnh. Qua cc thng tin thu c, cn c vo thc t hot ng th ca ngn hng m xut cc gii php ngn chn giao dch gi mo c th xy ra i vi hot ng th. Nhm qun l ri ro cn thng xuyn tin hnh theo di cc bo co v tnh hnh hot ng th trong h thng pht hin kp thi cc giao dch gi mo trong h thng th ca ngn hng. Trn c s phn loi v xem xt, cn nhc nhng trng hp kh nghi (s lng cc giao dch nhiu bt thng, cc giao dch c s tin rt qu ln), cn b qun l ri ro tin hnh xc minh pht hin cc giao dch gi mo, t c cc bin php x l kp thi. X l cc trng hp ri ro trong thanh ton bng cch iu tra, quy r trch nhim v tin hnh bi thng, gii p tha ng cho khch hng. Phi hp vi cc chi nhnh v l u mi lin h vi cc c quan php lut x l, iu tra v qun l cc trng hp giao dch gi mo, th gi mo, mt cp, tht lc...
6. Nng cao cht lng ngun nhn lc Nh trnh by trn, ngun nhn lc hot ng trong lnh vc cung cp dch v th NH Vit Nam cha c trnh cao. Do , nng cao cht lng dch v th ATM trc yu cu hi nhp th phi nng cao cht lng ngun nhn lc, nng cao trnh ca i ng cn b, nhn vin hot ng trong lnh vc th ATM ti cc NH cng nh ti ton b cc chi nhnh. y l vn phi c chin lc lu di v l mt cng tc i hi thi gian v chiu su. Vic nng cao cht lng i ng nhn vin trc ht l trch nhim ca cc NH. Vic t chc cc kha hc nhm nng cao trnh chuyn mn nghip v ca i ng cn b nhn vin trong ton b cc chi nhnh ca NH cn c trin khai rng ri. Cc NH cng nn c cc chnh sch nhm thu ht ngi ti, ngi c nng lc v hot ng dch v NH ni chung cng nh v hot ng cung cp dch v th ATM ni ring. c th l cc chnh sch i ng, b tr v s dng ngi ti, hay to iu kin v mi trng lm vic nhn vin c th pht huy tt kh nng.
50
Cc NH cng nn mnh dn thu chuyn gia nc ngoi c kinh nghim trong lnh vc dch v NH hin i hc hi kinh nghim t cc nc pht trin trn th gii, cc nc m thanh ton bng th tr nn qu quen thuc trong hot ng kinh t thng nht. Gii php ny c th trnh cho cc NHTM Vit Nam vp phi cc bi hc m trc y cc NH ca cc nc pht trin tri qua. Vn qun l ri ro l mt trong nhng vn ni cm vi cng tc pht hnh v qun l th i vi cc NHTM Vit Nam hin nay, chnh v vy, cc NH phi rt nghim tc v bi bn trong cng tc o to nhn vin v nhng nghip v nh: kin thc nhn bit th gi mo, nhng thao tc cn thit thc hin thanh ton th, hot ng skimming v cch thc qun l nhn vin. Cng tc nng cao cht lng ngun nhn lc cn l trch nhim ca cc trng i hc, cao ng v hc vin thuc ngnh NH cng nh thuc ngnh kinh t. Hc vin Ngn hng, trng c nhim v hng u l o to cn b ngnh NH, cng nh cc trng thuc khi ngnh kinh t khc cn phi ch trng hn n vic bi dng chuyn mn thuc lnh vc th thanh ton. Vic o to bc i hc mang tnh cht nn tng, cung cp cho cc sinh vin, nhng cn b NH tng lai, nhng kin thc cp nht v thanh ton th.
51
KT LUN
S pht trin ca sn xut v trao i hng ha l ng lc cho s ra i ca tin t cng nh cc hnh thc thanh ton. Chnh nhu cu thanh ton ca con ngi to nn s ra i ca cc phng thc thanh ton s dng th. S dng th ATM trong giao dch thanh ton l mt xu th tt yu v l phn khng th thiu ca mt x hi pht trin. Thanh ton bng th ATM khng nhng mang li li ch cho khch hng, cc im chp nhn th v cc NHTM m cn gip thc hin nhng mc tiu chung ca nn kinh t v li ch chung khi hi nhp. Vit Nam, thanh ton bng th ATM ang ngy cng tr nn ph bin, do cht lng dch v th ATM l yu t hng u phi c quan tm. Nht l trong bi cnh Vit Nam s ra nhp WTO vo cui 2006, khi cc NH nc ngoi c php thm nhp vo th trng NH bn l, vic nng cao cht lng dch v th ATM ca cc NHTM Vit Nam cnh tranh vi cc NH nc ngoi ng vai tr rt quan trng. Nhm vit ti tp trung nghin cu cc vn mt cch khoa hc, c h thng v hon thnh c cc nhim v sau: - H thng ha c s l lun v pht trin dch v th ATM ca cc NHTM Vit Nam bao gm: khi nim v cht lng dch v th ATM, nhng tiu ch nh gi cht lng dch v th ATM. - Nghin cu thc trng cht lng dch v th ca cc NHTM Vit Nam, tp trung vo nhng ni dung chnh nh tin ch v tnh nng ca th ATM, cht lng phc v ca h thng my ATM v cht lng h tr khch hng, cc ri ro i vi khch hng trong qu trnh s dng dch v th ATM. - Da vo nhng tiu ch nu trn nh gi nhng thnh tu m cc NHTM Vit Nam t c trong lnh vc ny ng thi nu ra cc hn ch v cc nguyn nhn ca cc hn ch .
52
- a ra nhng gii php c tnh thc tin nhm nng cao cht lng dch v th ATM trong qu trnh gia nhp WTO.
Qua vic nghin cu ti Bin php nng cao cht lng dch v th ATM ca cc NHTM Vit Nam trong tin trnh gia nhp WTO, nhm vit ti mong rng phn no c th tm ra nguyn nhn khin cho cht lng dch v th ATM ca cc NHTM ca Vit Nam cn cha cao, t ra nhng gii php cho vn ny mt cch hiu qu nht.
TI LIU THAM KHO
1. Bo co thng nin ca Hi cc NH thanh ton th Vit Nam nm 2002, 2003, 2004 v 2005. 2. Cc ngun ti liu v hot ng v thanh ton th ca cc NH: BIDV, VCB, TCB, VBA, ICB, ACB, EAB, SCB, Habubank. 3. Quyt nh 371/1999 ca Thng c Ngn Hng nh nc VN v vic ban hnh quy ch pht hnh, s dng v thanh ton th NH
4. Quyt nh 349/2002 v vic ban hnh quy nh v xy dng, cp pht qun l v s dng m kha bo mt trong h thng thanh ton in t lin Ngn Hng 5. Ch th 02/2004 v vic tng cng cng tc bo m an ton trong hot ng thanh ton in t lin NH
6. Tp ch Ngn hng: S chuyn : Nhng gii php hn ch ri ro trong hot ng th ti ngn hng.
7. Thi bo kinh t Si Gn ngy 11-5-2006: Kt ni ATM: Cng ngh gn, lng ngi xa.
53
8. Trang web Hc Vin Ngn hng: http://www.hvnh.edu.vn/ 9. Trang web i hc Kinh t Quc Dn: www.neu.edu.vn 10. Trang web Ngn hng nh nc Vit Nam
http://www.sbv.gov.vn/home/index.asp V cc thng tin trn mng internet: 11. http://www.vneconomy.com.vn/vie/index.php?param=article&catid=02&id=050 603154511 12. http://www.voh.com.vn/news/news_detail.cfm?iid=6370&ac=0&catid=95 13. http://www.brnt.hcmut.edu.vn/TDCNAG/news 14. http://hasmea.org/index.php?option=com_content&task=view&id=390&Itemid=2 15. http://www.visaasia.com/ap/sea/mediacenter/pressrelease/NR_VIET_081105.shtml 16. http://bidv.com.vn/atm.asp
54

(YRC) - Bien Phap Nang Cao Chat Luong Dich Vu The ATM Cua Cac NHTM Viet Nam Trong Tien Trinh Gia Nhap WTO

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

(YRC) - Bien Phap Nang Cao Chat Luong Dich Vu The ATM Cua Cac NHTM Viet Nam Trong Tien Trinh Gia Nhap WTO

Uploaded by

Copyright:

Available Formats

B Gio dc v o to Tr-ng i hc Ngoi Th-ng ---------o0o---------

Cng trnh d thi Cuc thi

Sinh vin nghin cu khoa hc trng i hc Ngoi Thng nm 2006

Nhm ngnh: XH1b

I - Thc trng cht lng dch v th ATM .................................................................. 14

1 Tnh nng v tin ch ca th ATM ............................................... 14

Kt lun ........................................................................................................ 49 Ti liu tham kho

Hnh 4: Th ca NH Cng thng Vit Nam

CHNG II THC TRNG CHT LNG DCH V TH ATM CA

I- THC TRNG CUNG NG DCH V TH ATM 1 Tnh nng v tin ch ca th ATM

Bng 1: Cc tnh nng v tin ch ca th ATM do cc Ngn hng cung cp

CC DCH V TRN ATM

Rt tin mt Withdrawal) Thu chi

Gi tin mt vo ti khon 0 NH qua my gi tin t ng (Cash Deposit)

Bng 2: S lng my ATM ti Vit Nam qua cc nm3

2000 1500 1000 500

Ngun: Hi th Ngn hng Vit Nam

Bng 3: S my ATM ca cc Ngn hng - tnh n u nm 20054

VCB; 400; 22,22 %

2.2 Nguyn nhn

You might also like