BCTMDT 2015 Final

BO CO
THNG MI IN T
VIT NAM 2015
LI GII THIU
Ngy 12 thng 7 nm 2010, Th tng Chnh ph ban hnh Quyt nh s 1073/Q-TTg
ph duyt K hoch tng th pht trin thng mi in t giai on 2011 2015. Sau 5
nm trin khai K hoch tng th, thng mi in t Vit Nam chuyn t giai on
hnh thnh, to lp h tng sang giai on pht trin mnh, tng bc nh hnh h tng
vng chc v t c nhiu du mc quan trng hon thin mc tiu tng qut ban u
ra.
L n phm tm tt nhng thay i quan trng ca thng mi in t trong nm va
qua, Bo co Thng mi in t Vit Nam nm 2015 do Cc Thng mi in t v Cng
ngh thng tin, B Cng Thng bin son tip tc cp nht cc vn bn chnh sch php
lut mi v thng mi in t, ng thi tng hp s liu lin quan n tnh hnh ng
dng, kinh doanh thng mi in t ca doanh nghip Vit Nam.
im mi trong Bo co Thng mi in t Vit Nam nm 2015 l phn tng hp s liu
v tnh hnh ng dng thng mi in t trong hot ng xut khu v vn o to
ngun nhn lc thng mi in t p ng nhu cu th trng tuyn dng. Nm 2015
cng l nm th hai cng b s liu iu tra th im v tnh hnh ng dng thng mi
in t trn nn tng di ng ca doanh nghip v ngi tiu dng. Hot ng ny c
coi l xu hng mi ca thng mi in t th gii cng nh Vit Nam trong thi gian ti.
Cc Thng mi in t v Cng ngh thng tin xin cm n cc c quan, t chc, doanh
nghip v chuyn gia phi hp v cung cp thng tin trong qu trnh thu thp v hon
thin Bo co Thng mi in t Vit Nam nm 2015. Chng ti mong nhn c nhiu
kin trao i, gp cc n phm v thng mi in t ngy cng hon thin.
Xin trn trng cm n!
Trn Hu Linh
Cc trng Cc Thng mi in t v Cng ngh thng tin
MC LC
CHNG I: TNG KT 5 NM CHNH SCH, PHP LUT THNG MI IN T.............9
I. TNG KT K HOCH TNG TH PHT TRIN THNG MI IN T
GIAI ON 2011 2015...................................................................................................10
1. Mc tiu c th..........................................................................................................................................10
2. nh gi chung..........................................................................................................................................11
II. KHUNG CHNH SCH CHO THNG MI IN T TI VIT NAM......................... 11
III. GII THIU VN BN QUY PHM PHP LUT MI LIN QUAN N ......................
THNG MI IN T.................................................................................................. 14
1. Qun l hot ng thng mi in t qua ng dng trn thit b di ng........................................... 14
2. X pht hnh chnh trong lnh vc thng mi in t......................................................................... 15
3. Thanh tra chuyn ngnh trong lnh vc thng mi in t.................................................................. 16
IV. THNG TIN V QUN L HOT NG CA CC WEBSITE THNG MI
IN T.......................................................................................................................... 17
CHNG II: NG DNG THNG MI IN T TRONG CNG NG....................... 19
I. QUY M TH TRNG THNG MI IN T B2C CA VIT NAM SO VI
TH GII....................................................................................................................... 20
1. Hoa K...................................................................................................................................................... 20
2. Trung Quc.............................................................................................................................................. 20
3. Hn Quc..................................................................................................................................................21
4. Indonesia..................................................................................................................................................22
5. c..............................................................................................................................................................23
6. n ........................................................................................................................................................23
7. Vit Nam...................................................................................................................................................24
II. MC NG DNG THNG MI IN T TRONG CNG NG.........................24
1. Thng tin chung........................................................................................................................................24
2. Mc s dng Internet.........................................................................................................................25
3. Tnh hnh tham gia thng mi in t trong cng ng......................................................................28
4. Hiu qu ng dng thng mi in t trong cng ng..................................................................... 30
CHNG III: NG DNG THNG MI IN T TRONG DOANH NGHIP...............33
I. THNG TIN CHUNG.....................................................................................................34
1. Loi hnh doanh nghip............................................................................................................................34
2. Lnh vc hot ng . ................................................................................................................................34
3. Quy m doanh nghip..............................................................................................................................34
II. MC SN SNG NG DNG THNG MI IN T CA DOANH NGHIP........... 35
1. H tng cng ngh thng tin . ..................................................................................................................35
2. Th in t (e-mail).................................................................................................................................36
3. Thanh ton in t...................................................................................................................................37
BO CO THNG MI IN T VIT NAM 2015
4. Bo m an ton thng tin v bo v thng tin khch hng...................................................................39

5. Ngun nhn lc........................................................................................................................................39
III. CC HNH THC NG DNG THNG MI IN T............................................ 41
1. Giao dch qua sn giao dch thng mi in t v mng x hi............................................................ 41
2. Thit lp website ca doanh nghip.........................................................................................................42
3. S dng ng dng trn thit b di ng...................................................................................................43
4. nh gi hiu qu ca vic bn hng qua cc hnh thc.........................................................................43
IV. TNH HNH VN HNH WEBSITE THNG MI IN T.....................................43
1. Chc nng ca website thng mi in t.............................................................................................43
2. Cc hnh thc qung co website thng mi in t............................................................................44
3. Phin bn di ng ca website.................................................................................................................45
V. HIU QU NG DNG THNG MI IN T CA DOANH NGHIP.....................45
1. Tnh hnh t hng qua website v e-mail...............................................................................................45
2. Tnh hnh nhn n t hng qua website v e-mail..............................................................................46
VI. TNH HNH S DNG DCH V CNG TRC TUYN...............................................47
1. Tnh hnh trin khai dch v cng trc tuyn trong cc c quan nh nc............................................47
2. Tnh hnh s dng dch v cng trc tuyn trong doanh nghip............................................................49
CHNG IV: NG DNG THNG MI IN T TRONG HOT NG
XUT KHU.................................................................................................................... 51
I. THNG TIN CHUNG.....................................................................................................52
1. Loi hnh doanh nghip xut khu...........................................................................................................52
2. Quy m doanh nghip xut khu.............................................................................................................52
3. Nhm hng xut khu tham gia kho st................................................................................................52
II. TNH HNH NG DNG THNG MI IN T CA DOANH NGHIP
XUT KHU....................................................................................................................53
1. Tnh hnh s dng website thng mi in t v sn giao dch thng mi in t...........................53
2. Phng thc thit lp quan h vi i tc xut khu.............................................................................56
3. Tnh hnh nhn n hng ca doanh nghip xut khu qua phng tin in t................................ 57
III. TNH HNH S DNG HP NG IN T TRONG HOT NG XUT KHU..........58
1. Cc hnh thc giao kt hp ng..............................................................................................................58
2. Tnh hnh s dng ch k in t trong hot ng xut khu...............................................................59
3. nh gi tnh hiu qu v an ton ca cc phng thc giao kt hp ng..........................................59
4. Tranh chp hp ng in t................................................................................................................. 60
IV. S DNG DCH V CNG TRC TUYN TRONG HOT NG XUT KHU........... 61
1. Tnh hnh s dng dch v cng trc tuyn ca doanh nghip xut khu.............................................. 61
2. nh gi hiu qu ca vic s dng dch v cng trc tuyn i vi lnh vc xut khu......................62
CHNG V: TNH HNH HOT NG CA WEBSITE THNG MI IN T.................63
I. THNG TIN CHUNG.................................................................................................... 64
1. M hnh v phm vi hot ng ................................................................................................................64
2. Sn phm, dch v mua bn trn website................................................................................................65
3. Ngun vn u t.....................................................................................................................................66
4. Ngun nhn lc .......................................................................................................................................66
II. CC TIN CH V CNG C H TR TRN WEBSITE THNG MI IN T............. 67
1. Cc tin ch v cng c h tr...................................................................................................................67
2. Chnh sch v dch v h tr................................................................................................................... 68
3. Hnh thc thanh ton............................................................................................................................... 71
III. TNH HNH KINH DOANH TRN CC WEBSITE THNG MI IN T...............72
1. Website thng mi in t bn hng.....................................................................................................72
2. Webstie cung cp dch v thng mi in t........................................................................................74
IV. KH KHN, TR NGI KHI VN HNH WEBSITE THNG MI IN T........... 77
CHNG VI: THNG MI IN T TRN NN TNG DI NG................................79
I. TNH HNH THAM GIA THNG MI IN T TRN NN TNG DI NG TRONG
CNG NG................................................................................................................... 80
1. Thng tin chung....................................................................................................................................... 80
2. Thi quen s dng thit b di ng trong mua sm ...............................................................................81
II. NG DNG THNG MI IN T TRN NN TNG DI NG TRONG
DOANH NGHIP............................................................................................................. 83
1. Thng tin chung........................................................................................................................................83
2. C cu u t ca doanh nghip cho nn tng di ng..........................................................................84
3. Cc dch v h tr gia tng c cung cp trn nn tng di ng......................................................... 86
4. Mc tng tc ca khch hng trn nn tng di ng...................................................................... 86
5. nh gi hiu qu ng dng thng mi in t trn nn tng di ng.............................................. 88
CHNG VII: O TO NGUN NHN LC CHO THNG MI IN T................. 89
I. TNH HNH O TO THNG MI IN T TI CC TRNG I HC
V CAO NG........................................................................................................... 90
1. Quy m o to thng mi in t....................................................................................................... 90
2. Ging vin thng mi in t................................................................................................................ 91
3. Phng thc ging dy thng mi in t........................................................................................... 91
II. NHU CU NGUN NHN LC THNG MI IN T . ..........................................93
1. Nhu cu th trng tuyn dng................................................................................................................93
2. p ng ngun nhn lc..........................................................................................................................93
PH LC 1: NGY MUA SM TRC TUYN 2015............................................................95
PH LC 2: CH S THNG MI IN T 2015......................................................... 99
PH LC 3: MT S DCH V CNG TRC TUYN V XUT NHP KHU C TCH
HP TRN CNG THNG TIN MT CA QUC GIA ...................................................100
CHNG I
TNG KT 5 NM CHNH SCH, PHP LUT

THNG MI IN T
I. TNG KT K HOCH TNG TH PHT TRIN THNG MI IN T

GIAI ON 2011 2015
Ngy 12/7/2010, Th tng Chnh ph ph duyt K hoch tng th pht trin thng mi
in t giai on 2011 2015 ban hnh km theo Quyt nh 1073/Q-TTg (Quyt nh 1073).
Sau 5 nm trin khai Quyt nh ny, thng mi in t (TMT) Vit Nam chuyn t giai
on hnh thnh, to lp h tng sang giai on pht trin mnh, tng bc nh hnh h tng
vng chc v t c nhiu du mc quan trng hon thin mc tiu tng qut ban u
ra: Thng mi in t c s dng ph bin v t mc tin tin trong cc nc thuc
Hip hi cc quc gia ng Nam (ASEAN), gp phn nng cao nng lc cnh tranh ca
doanh nghip v nng lc cnh tranh quc gia, thc y qu trnh cng nghip ha, hin i
ha t nc. Di y l tm tt mc tiu c th v nh gi chung cc kt qu t c
theo K hoch tng th pht trin TMT giai on 2011 2015.
1. Mc tiu c th
Kt thc K hoch tng th pht trin TMT giai on 2011 2015, TMT Vit Nam c
nhng bc pht trin tch cc v bt u i vo chiu su. Bn mc tiu c th ra ti
Quyt nh 1073 v c bn c hon thin v t c kt qu tt.
Bn mc tiu c th cn t c vo nm 2015 theo Quyt nh 1073
T t c doanh nghi p l n ti n hnh
giao d ch TM T lo i hnh B2B
1
Ph n l n d ch v
cng lin quan t i
ho t
ng s n xu t
kinh doanh
c
cung c p tr c tuy n
M c
tiu c
th
T t c doanh nghi p
SME ti n hnh giao
d ch TM T lo i hnh
B2C ho c B2B
3
u hnh thnh cc ti n
B c
ch h tr ng i tiu dng tham
gia TM T lo i hnh B2C
Tm tt kt qu t c t bn mc tiu c th ti Quyt nh 1073

Mc tiu 1: Sau 5 nm trin khai, mc tiu Tt c doanh nghip ln tin hnh giao dch TMT loi hnh
doanh nghip vi doanh nghip (B2B) c doanh nghip ln tip cn v nhanh chng trin khai hiu qu.
Trong , t l doanh nghip ln s dng thng xuyn th in t trong hot ng sn xut kinh doanh t
100%; hn 80% doanh nghip ln c trang thng tin in t c cp nht thng xuyn thng tin hot
ng v qung b sn phm ca doanh nghip. 95% doanh nghip ln c s dng phn mm ti chnh, 77% c
s dng phn mm qun l nhn s, 39% c s dng phn mm qun l chui cung ng, 31% s dng phn
mm qun l khch hng v 35% s dng phn mm qun l ngun lc doanh nghip.
Mc tiu 2: Doanh nghip nh v va (SME) tng bc ng dng TMT, tin hnh giao dch TMT loi
hnh doanh nghip vi ngi tiu dng (B2C) hoc B2B. Vic s dng e-mail trong hot ng sn xut kinh
doanh ca doanh nghip SME n ht nm 2015 t 100%. Mc tiu 45% doanh nghip c trang thng tin
in t, cp nht nh k thng tin hot ng v qung b sn phm ca doanh nghip c hon thnh
t nm 2014. T l SME tham gia cc website TMT mua bn hng ha v dch v nm 2014 t khong
40%, t l ny vt xa t l t ra trong Quyt nh 1073 n nm 2015 (30%).
10
Mc tiu 3: n nm 2015, hu ht cc siu th, trung tm mua sm v c s phn phi hin i trong c
nc cho php ngi tiu dng thanh ton khng dng tin mt khi mua hng. Theo thng k ca Ngn hng
nh nc, h tng k thut phc v cho thanh ton th c ci thin, s lng ATM v POS c tc
tng trng nhanh; n cui thng 3/2015, trn 16.100 ATM v trn 192.000 POS/EDC c lp t (tng
41% v 269% tng ng so vi cui nm 2010).
Mc tiu 4: Trong giai on 2011 2015, mt s cc dch v cng trng yu lin quan ti hot ng xut
nhp khu c trin khai nhm n gin ha cc th tc hnh chnh, to thun li cho doanh nghip
thc hin mt s hot ng nh khai bo th tc hi quan, khai np thu gi tr gia tng, thu thu nhp c
nhn v cc hot ng lin quan n thu khc nh: ng dng h tr khai thu qua mng (iHTKK), ng dng
h tr k khai theo hnh thc m vch, ng dng k khai quyt ton thu thu nhp c nhn v cp m ngi
ph thuc. Tnh n ht thng 9/2013, 63 tnh/thnh ph trn c nc c trin khai h thng iHTKK
v n ngy 31/12/2014 c 97% doanh nghip s dng dch v khai thu qua mng, s lng ngi ng
k s dng dch v np thu in t l 18.056 ngi.
2. nh gi chung
Theo kho st ca Cc TMT v CNTT giai on 5 nm gn y, tnh hnh ng dng TMT
trong doanh nghip khng ch cn tp trung ti cc thnh ph ln m m rng trn phm
vi c nc. Nhiu m hnh kinh doanh mi, a dng hnh thnh v c doanh nghip
vn hnh, trin khai.
nh gi kt qu trin khai Quyt nh 1073
Gn 100% doanh nghip t chc trin khai ng dng TMT nhiu quy m v mc
khc nhau. Vic tham gia hot ng TMT trn mng x hi ca i b phn doanh nghip
bn l v ngi tiu dng cng vi vic ng dng cc gii php TMT trn nn tng cng
ngh di ng cho thy doanh nghip Vit Nam nhanh nhy bt kp cc xu hng mi v
TMT ca th gii phc v hiu qu cho hot ng sn xut kinh doanh ca mnh, nng
cao nng lc cnh tranh.
ng dng TMT trong cng ng tr thnh mt tro lu rng khp. Nm 2015, gi tr

mua hng trc tuyn ca mt ngi c tnh t khong 160 USD v doanh s TMT B2C
t 4,07 t USD.
60/63 tnh, thnh ph ban hnh K hoch pht trin TMT ca a phng nhm trin khai
Quyt nh 1073 cho thy mc quan tm cng nh hnh ng thit thc ca cc a
phng trong vic n lc bt kp vi s pht trin ca lnh vc tng i mi m ny.
II. KHUNG CHNH SCH CHO THNG MI IN T TI VIT NAM

Trong giai on 2011 - 2015, khung kh php l lin quan ti TMT c bn c hon
thin theo hng quy nh r ngha v ca cc doanh nghip, ng thi tng cng vai tr
qun l ca cc c quan nh nc t trung ng ti a phng. Lin tip nhiu vn bn
quy phm php lut lin quan ti TMT c ban hnh. Di y l bng cp nht
khung php l c bn cho hot ng TMT ca Vit Nam nm 2015.
CHNG I : TNG KT 5 NM CHNH SCH, PHP LUT THNG MI IN T
11
Bng cp nht khung php l c bn TMT Vit Nam nm 2015

Thi gian
Lut
21/12/1999
B lut Hnh s
14/6/2005
B lut Dn s
14/6/2005
Lut Thng mi
29/11/2005
Lut Giao dch in t
29/06/2006
Lut Cng ngh thng tin
23/11/2009
Lut Vin Thng
21/6/2012
Lut Qung co
26/11/2014
Lut u t
26/11/2014
Lut Doanh nghip
Ngh nh hng dn Lut
12
Vn bn bn
trn
15/02/2007
Ngh nh s 26/2007/N-CP quy nh chi tit thi hnh Lut Giao dch in
t v Ch k s v Dch v chng thc ch k s
Lut GDT
23/02/2007
Ngh nh s 27/2007/N-CP v giao dch in t trong hot ng ti chnh
Lut GDT
08/03/2007
Ngh nh s 35/2007/N-CP v giao dch in t trong hot ng ngn

hng
Lut GDT
13/08/2008
Ngh nh s 90/2008/N-CP v chng th rc
Lut GDT
06/04/2011
Ngh nh s 25/2011/N-CP quy nh chi tit v hng dn thi hnh mt

s iu ca Lut Vin thng
Lut Vin thng
13/06/2011
Ngh nh s 43/2011/N-CP quy nh v vic cung cp thng tin v dch

v cng trc tuyn trn trang thng tin in t hoc cng thng tin in t
ca c quan nh nc
Lut CNTT
23/11/2011
Ngh nh s 106/2011/N-CP sa i b sung Ngh nh s 26/2007/

N-CP v Ch k s v Dch v chng thc ch k s
Lut GDT
5/10/2012
Ngh nh s 77/2012/N-CP sa i b sung Ngh nh s 90/2008/

N-CP v Chng th rc
Lut GDT
23/10/2012
Ngh nh s 87/2012/N-CP quy nh chi tit mt s iu ca Lut Hi

quan v th tc Hi quan in t i vi hng ha xut khu, nhp khu
thng mi
Lut Hi quan
22/11/2012
Ngh nh s 101/2012/N-CP v Thanh ton khng dng tin mt (thay

th Ngh nh s 64/2001/N-CP v hot ng thanh ton qua cc t chc
cung ng dch v thanh ton)
Lut CNTT
16/5/2013
Ngh nh s 52/2013/N-CP v Thng mi in t
Lut GDT
15/7/2013
Ngh nh s 72/2013/N-CP v Qun l, cung cp, s dng dch v Internet

v thng tin trn mng
Lut CNTT
13/11/2013
Ngh nh s 170/2013/N-CP sa i, b sung mt s iu ca Ngh nh

s 26/2007/N-CP ngy 15/2/2007 quy nh chi tit thi hnh Lut Giao
dch in t v ch k s v dch v chng thc ch k s v Ngh nh s
106/2011/N-CP ngy 23/11/2011 sa i, b sung mt s iu ca Ngh
nh s 26/2007/N-CP ngy 15/2/2007
Lut GDT
14/11/2013
Ngh nh s 181/2013/N-CP quy nh chi tit thi hnh mt s iu ca

Lut Qung co
Lut Qung co
X l vi phm
10/9/2012
Thng t lin tch s 10/2012/TTLT-BCA-BQP-BTP-BTTTT-VKSNDTCTANDTC hng dn p dng quy nh ca B Lut hnh s v mt s ti

phm trong lnh vc cng ngh thng tin v truyn thng
12/11/2013
Ngh nh s 158/2013/N-CP quy nh x pht vi phm hnh chnh trong

lnh vc vn ha, th thao du lch v qung co
13/11/2013

lnh vc bu chnh, vin thng, cng ngh thng tin v tn s v tuyn in
15/11/2013

hot ng thng mi, sn xut, bun bn hng gi, hng cm v bo v
quyn li ngi tiu dng
07/4/2014
Ngh nh s 25/2014/N-CP quy nh v phng, chng ti phm v vi

phm php lut khc c s dng cng ngh cao
19/11/2015
Ngh nh s 124/2015/N-CP sa i, b sung mt s iu ca Ngh nh

s 185/2013/N-CP ngy 15/11/2013 quy nh x pht vi phm hnh chnh
trong hot ng thng mi, sn xut, bun bn hng gi, hng cm v bo
v quyn li ngi tiu dng
Thng t hng dn thi hnh mt s ni dung ca Ngh nh
Vn bn bn
trn
Vn bn bn
trn
15/09/2008
Thng t s 78/2008/TT-BTC hng dn thi hnh mt s ni dung ca

Ngh nh s 27/2007/N-CP v giao dch in t trong hot ng ti chnh
Ngh nh s
27/2007/N-CP
30/12/2008
Thng t s 12/2008/TT-BTTTT hng dn thc hin mt s ni dung ca

Ngh nh s 90/2008/N-CP v chng th rc
Ngh nh s
90/2008/N-CP
02/03/2009
Thng t s 03/2009/TT-BTTTT quy nh v m s qun l v mu giy

chng nhn m s qun l i vi nh cung cp dch v qung co bng th
in t, tin nhn; nh cung cp dch v tin nhn qua mng Internet
Ngh nh s
90/2008/N-CP
16/03/2009
Thng t s 50/2009/TT-BTC v vic hng dn giao dch in t trn th

trng chng khon
Ngh nh s
27/2007/N-CP
31/07/2009
Thng t s 26/2009/TT-BTTTT quy nh v vic cung cp thng tin v

m bo kh nng truy cp thun tin i vi trang thng tin in t ca
c quan nh nc
Ngh nh s
64/2007/N-CP
14/12/2009
Thng t s 37/2009/TT-BTTTT quy nh v h s v th tc lin quan

n cp php, ng k, cng nhn cc t chc cung cp dch v chng thc
ch k s
Ngh nh s
26/2007/N-CP
22/07/2010
Thng t s 17/2010/TT-BKH quy nh chi tit th im u thu qua mng
Ngh nh s
26/2007/N-CP
13
28/9/2010
Thng t s 153/2010/TT-BTC hng dn thi hnh Ngh nh s 51/2010/

N-CP ngy 14/5/2010 quy nh v ha n bn hng ha, cung ng dch v
Ngh nh s
51/2010/N-CP
9/11/2010
Thng t s 23/2010/TT-NHNN quy nh v vic qun l, vn hnh v s

dng h thng Thanh ton in t lin ngn hng
Ngh nh s
35/2007/N-CP
20/12/2010
Thng t s 209/2010/TT-BTC quy nh giao dch in t trong hot ng

nghip v kho bc nh nc
Ngh nh s
27/2007/N-CP
14/3/2011
Thng t s 32/2011/TT-BTC hng dn v khi to, pht hnh v s dng

ha n in t bn hng ha, cung ng dch v
Ngh nh s
27/2007/N-CP
14/2/2014
Thng t s 22/2014/TT-BTC quy nh th tc Hi quan in t i vi

hng ha xut khu, nhp khu thng mi
Ngh nh s
87/2012/N-CP
05/12/2014
Thng t s 47/2014/TT-BCT quy nh v qun l website thng mi in

t (thay th Thng t s 12/2013/TT-BCT quy nh th tc thng bo, ng
k v cng b thng tin lin quan n website thng mi in t)
Ngh nh s
52/2013/N-CP
11/12/2014
Thng t s 39/2014/TT-NHNN hng dn v dch v trung gian thanh

ton
Ngh nh s
101/2012/N-CP
31/12/2014
Thng t s 46/2014/TT-NHNN hng dn v dch v thanh ton khng

dng tin mt
Ngh nh s
101/2012/N-CP
28/7/2015
Thng t s 110/2015/TT-BTC hng dn giao dch in t trong lnh vc

thu
Ngh nh s
27/2007/N-CP
18/8/2015
Thng t s 24/2015/TT-BTTTT quy nh v qun l v s dng ti nguyn

Internet
Ngh nh s
72/2013/N-CP
31/12/2015
Thng t s 59/2015/TT-BCT quy nh v qun l hot ng thng mi

in t qua ng dng trn thit b di ng
Ngh nh s
52/2013/N-CP
III. GII THIU VN BN QUY PHM PHP LUT MI LIN QUAN N

THNG MI IN T
Hai vn bn ct li ca h thng php lut TMT l Ngh nh s 52/2013/N-CP ngy
16/5/2013 ca Chnh ph v Thng mi in t v Ngh nh s 72/2013/N-CP ngy
15/7/2013 ca Chnh ph v qun l, cung cp, s dng dch v Internet v thng tin trn
mng. n cui nm 2015, khung kh php l v TMT c hon thin t quy nh v
ni dung n ch ti x l vi phm hnh chnh. Mt s vn bn c ban hnh trong nm
bao gm:
1. Qun l hot ng thng mi in t qua ng dng trn thit b di ng
Ti Vit Nam, vic pht trin v s dng cc ng dng di ng trong hot ng kinh doanh
ang tr thnh mt xu th mi, nhiu doanh nghip thch ng nhanh vi cc ng dng
c ci t trn cc thit b in t, c bit l cc thit b di ng. hng dn kp thi
hot ng TMT qua ng dng trn thit b di ng, to hnh lang php l, mi trng minh
bch qun l ton din v hiu qu hot ng ny, ngy 31/12/2015 B Cng Thng ban
hnh Thng t s 59/2015/TT-BCT quy nh v qun l hot ng thng mi in t qua
ng dng trn thit b di ng. Thng t c 4 Chng, 24 iu, Thng t c hiu lc thi
hnh k t ngy 31/3/2016.
14
Trch nhim thc hin th tc thng bo, ng k vi B Cng Thng 1

NG D NG DI
NG
ng d ng cung c p d ch v TM T
ng d ng bn hng
d ng
sn
giao
d ch
TM T
Thng bo
ng
d ng u
gi tr c
tuy n
ng
d ng
khuy n
m i tr c
tuy n
ng
ng k
C NG THNG TIN QU N L HO T
NG TH
WWW.ONLINE.GOV.VN
ng k
ng k
NG M I I N T
Nguyn tc thng bo, ng k ng dng di ng

Nguyn t c thng bo,
ng k
ng d ng di ng v a c c ch c n ng
bn hng v ch c n ng cung c p d ch v
TM T
Ch th c hi n th t c
ng k
ng d ng di
ng v i B Cng Th
ng
M t ng d ng di ng c nhi u phin b n
ng d ng khc nhau
Ch th c hi n th t c thng bo ho c
ng k m t l n
2. X pht hnh chnh trong lnh vc thng mi in t

Ngy 19/11/2015, Chnh ph ban hnh Ngh nh s 124/2015/N-CP sa i, b sung
mt s iu ca Ngh nh s 185/2013/N-CP quy nh v x pht vi phm hnh chnh
trong hot ng thng mi, sn xut, bun bn hng gi, hng cm v bo v quyn li
ngi tiu dng (Ngh nh s 124/2015/N-CP). Bn cnh cc quy nh v hnh vi vi phm
trong hot ng TMT trn website c quy nh trc ti Ngh nh s 185/2013/
N-CP, Ngh nh s 124/2015/N-CP c b sung thm cc quy nh v hnh vi vi phm
trong hot ng TMT trn ng dng di ng.
Trch nhim thng bo, ng k ca ch s hu ng dng di ng vi B Cng Thng c quy

nh ti iu 5 v iu 6 Thng t s 59/2015/TT-BCT ngy 31/12/2015 quy nh v qun l hot ng
thng mi in t qua ng dng trn thit b di ng.
1
15
Ngh nh s 124/2015/N-CP sa i, b sung mt s iu ca

Ngh nh s 185/2013/N-CP
Ngh nh s 185/2013/N-CP quy nh x pht vi phm hnh chnh trong hot
ng thng mi, sn xut, bun bn hng gi, hng cm v bo v quyn li ngi
tiu dng
Mc 11 Chng II (t iu 81 n iu 85) c quy nh v cc hnh vi vi phm v TMT, bao gm:
Quy nh cc hnh vi vi phm lin quan n thit lp
website TMT v cc hnh vi vi phm lin quan
n cung cp thng tin, giao dch, cung cp dch v
TMT trn cc website TMT.
Quy nh cc hnh vi vi phm v bo v thng tin c

nhn trong hot ng TMT v cc hnh vi vi phm
v hot ng nh gi, gim st v chng thc trong
TMT.
Ngh nh s 124/2015/N-CP sa i, b sung mt s iu ca Ngh nh s

185/2013/N-CP
T iu 32 - iu 36 sa i, b sung cc iu t iu 81 n iu 85 ca Ngh nh s 185/2013/N-CP
B sung thm quy nh v cc hnh vi vi phm v TMT qua ng dng di ng.
3. Thanh tra chuyn ngnh trong lnh vc thng mi in t

Ngy 14/12/2015, Chnh ph ban hnh Ngh nh s 127/2015/N-CP v t chc v hot
ng thanh tra ngnh Cng Thng. Trong , iu 29 Ngh nh ny quy nh ni dung
thanh tra chuyn ngnh v lnh vc TMT.
Thanh tra chuyn ngnh v TMT theo quy nh ti
Ngh nh s 127/2015/N-CP
16
IV. THNG TIN V QUN L HOT NG CA CC WEBSITE THNG MI

IN T
S lng h s tip nhn trn Cng thng tin Qun l hot ng TMT
2013
2014
2015
17.120
13.322
9.075
7.814
3.418
1.923
5.285
344
305
Ti kho n doanh nghi p
Ti kho n c nhn
1.112
S h s
1.938
ng k
518
S h s thng bo
S lng website TMT c xc nhn thng bo, ng k2

2013
2014
2015
9.429
4.653
647
90 283 492
Sn giao d ch TM T
13
60
75
Website khuy n m i
tr c tuy n
13
14
19
Website u gi
tr c tuy n
Website TM T
bn hng
S lng website TMT c xc nhn ng k, thng bo cng dn qua cc nm
17
S lng thng tin phn nh ca ngi dn trn

Cng thng tin Qun l hot ng TMT
1.226
2014
2015
903
24
Ch a
34
ng k , thng bo Gi m o thng tin
29
ng k
46
Vi ph m php lu t khc
Tnh hnh x l vi phm thng mi in t nm 2015
18
STT
Thnh ph
Tng s v vic
Tng s tin pht
TP. H Ch Minh
86
1,9 t ng
H Ni
52
1,2 t ng
Ngh An
16
340 triu ng
CHNG II
NG DNG THNG MI IN T
TRONG CNG NG
I. QUY M TH TRNG THNG MI IN T B2C CA VIT NAM SO

VI TH GII
1. Hoa K
Nm 2015, B Thng mi Hoa K cng b doanh thu bn l trc tuyn ca quc gia ny
tnh n qu 3/2015 t 251,9 t USD. Trong , ch tnh ring doanh thu bn l trc tuyn
qu 3/2015 l 87,5 t USD, tng 4,2% so vi qu 2/2015 v tng 15,1% so vi cng k nm
trc. Doanh thu bn l trc tuyn ca quc gia ny chim 7,4% tng doanh thu bn l ca
c nc3.
Trong khi , theo thng k v d on ca eMarketer, doanh thu TMT bn l ca Hoa K
nm 2015 c t khong 355 t USD chim khong 7,4% tng doanh thu bn l nc ny. D
on n nm 2019, doanh thu TMT bn l ca Hoa K s chim 9,8% tng doanh thu bn l4.
Doanh thu TMT B2C ca Hoa K tnh n qu 3/2015 (t USD)
7,4%
7,2%
7%
65
80,4
71,2
75
84
78,1
87,5
67
62
Qu 1
2013
Qu 2
2014
2015
Qu 3
% Doanh thu bn l TM T/T ng doanh thu bn l
Ngun: Cc Thng k dn s - B Thng mi Hoa K
2. Trung Quc
Theo bo co ca Cng ty Nghin cu th trng eMarketer v th trng TMT Trung
Quc, doanh thu bn l trc tuyn nc ny tnh n thng 9/2015 c t 672,01 t USD,
tng 42,1% so vi cng k 2014 v chim khong 15,9% tng doanh thu bn l ca Trung
Quc. Vi t l ny doanh thu bn l trc tuyn Trung Quc chim khong 40% tng doanh
thu bn l trc tuyn ton cu nm 2015. D bo, t l ny s t mc trn 50% vo nm
2018 v khong 55,1% vo nm 20195.
Trong khi , mt bo co khc v th trng TMT Trung Quc nm 2015 do Tp on
t vn nghin cu cc vn Internet ca Trung Quc iResearch cng b vo gia thng
10/2015 cho bit, s lng ngi mua hng trc tuyn nm 2015 nc ny l 410 triu
https://www.census.gov/retail/mrts/www/data/pdf/ec_current.pdf
http://www.emarketer.com
5
S liu bao gm Hng Kng, du lch v doanh s bn v s kin, gii tr
3
20
ngi, tng 13,4% so vi nm 2014. Doanh thu bn l trc tuyn tng t 2,8 nghn t Nhn
dn t (khong 432,2 t USD) nm 2014 ln 4 nghn t Nhn dn t (tng ng 617,4 t
USD) trong nm 2015, chim 13,5% tng doanh thu bn l6.
Doanh thu TMT B2C Trung Quc 2011 - 2018
Ngun: Bo co E-Commerce Trung Quc 2015 ca iResearch
Cng theo iResearch, gi tr mua hng trung bnh ca mt ngi mua hng trc tuyn nm
2015 Trung Quc c tnh khong 9.731 Nhn dn t (tng ng 1.500 USD), tng
26% so vi nm 2014. n nm 2018, con s ny c tnh s t khong 16.000 Nhn dn
t (tng ng 2.470 USD).
Gi tr mua hng trung bnh ca mt ngi mua hng trc tuyn Trung Quc
(n v: Nhn dn t)
16051,5
14155,3
11956,1
6268,8
2013
7716,5
2014
9731,7
2015
2016
2017
2018
Ngun: Bo co E-Commerce Trung Quc 2015 ca iResearch
3. Hn Quc
Bo co Mua sm trc tuyn thng k do Tng cc Thng k Hn Quc cng b vo thng
11/2015 cho bit, doanh thu bn l TMT tnh ring thng 9/2015 t 4.319 t Won (khong
3,7 t USD). Cc mt hng c mua sm trc tuyn nhiu nht c th k n: dng
trong nh, my tnh v thit b lin lc, ni tht, qun o, giy dp v vali, thc phm, m
phm, sch v gi sch.
6
http://www.iresearchchina.com/samplereports/6689.html
CHNG II : NG DNG THNG MI IN T TRONG CNG NG
21
eMarketer d on doanh thu bn l TMT ca th trng Hn Quc nm 2015 l 38,86 t

USD, chim 11,2% trn tng doanh thu bn l. Mc doanh thu ny d bo s tip tc tng v
c tnh t 50,55 t USD vo nm 20187.
Doanh thu TMT B2C Hn Quc 2014 - 2018
11,2%
10,3%
38,86
35,01
2014
2015
12,1%
42,75
2016
Doanh thu bn l TM T (t USD)
13%
13,9%
50,55
46,59
2017
2018
%T ng doanh thu bn l
Ngun: www.eMarketer.com
4. Indonesia
Theo Statista, nm 2015 s lng ngi truy cp Internet nc ny l 93,4 triu ngi,
chim khong 37% dn s8.
Bo co ca eMarketer cho thy doanh thu bn l trc tuyn nm 2015 ca Indonesia c
t 3,22 t USD, chim 1,4% tng doanh thu bn l. T trng ca doanh thu bn l trc tuyn
trn tng doanh thu bn l c d bo s tng gn gp 3 vo nm 2018, t 3,9%9.
Doanh thu TMT B2C Indonesia 2014 - 2018
3,9%
3,1%
2,2%
1,4%
0,8%
1,94
2014
3,22
2015
5,29
2016
8,21
2017
10,92
2018
% T ng doanh thu bn l
http://kostat.go.kr/portal/eng/index.action
Tp on thng k v Internet, website www.statista.com
9
http://www.emarketer.com/Article/Asia-Pacific-Home-Majority-of-World-Retail-Ecommerce-Market/1013352
7
22
5. c
Theo Bng ch s bn l do Ngn hng Trung ng c (NAB) cng b ngy 1/12/2015, tnh
t thng 10/2014 n thng 10/2015 doanh thu bn l trc tuyn ca c l 17,9 t USD,
tng ng vi 7,2% doanh thu bn l truyn thng. Cc sn phm v dch v c mua
bn trc tuyn nhiu nht quc gia ny l chi, tr chi in t, phng tin truyn
thng, thi trang, hng tp ha v ru.
Trong khi , eMarketer d on doanh thu bn l TMT ca c trong nm 2015 t 19,2 t
USD, t trng trong tng doanh thu bn l t 5,9%. T trng ca doanh thu bn l trc tuyn
trn tng doanh thu bn l d bo cng s tng 0,3% mi nm v t 6,9% vo nm 2018.
Doanh thu TMT B2C c 2014 - 2018
6,3%
6,6%
6,9%
5,6%
5,9%
17,4
19,2
20,66
22,31
23,94
2014
2015
2016
2017
2018
6. n
Trong bo co ca eMarketer vo thng 12/2015, n s l mt trong ba th trng TMT
c tc pht trin nhanh nht khu vc Chu Thi Bnh Dng, cng vi Trung Quc
v Indonesia. Nm 2015, tc tng trng TMT ca quc gia ny t mc 129,5%.
Doanh thu bn l trc tuyn ca n c t 14 t USD nm 2015, chim 1,7% tng doanh
thu bn l. D on n nm 2018, mc doanh thu ny s t 55,26 t USD.
Doanh thu TMT B2C n 2014 - 2018
3,6%
2,6%
1,7%
0,8%
39,45
4,4%
55,26
24,61
6,1
14
2014
2015
2016
Doanh thu TM T B2C (t USD)
2017
2018
23
7. Vit Nam
Theo kt qu kho st nm 2015 ca Cc TMT v CNTT, gi tr mua hng ca mt ngi
mua hng trc tuyn trong nm c t 160 USD, doanh s TMT B2C t khong 4,07 t
USD, tng 37% so vi nm trc , chim khong 2,8% tng mc bn l hng ha v doanh
thu dch v tiu dng c nc10.
Loi hng ha, dch v c mua trc tuyn ph bin nht l qun o, giy dp v m phm
(64%). Tip theo l cng ngh v in t, thit b dng gia nh, sch vn phng
phm hoa qu tng. Phn ln ngi mua hng trc tuyn vn la chn hnh thc thanh
ton tin mt vi 91% i tng kho st cho bit c s dng phng thc ny, tip theo l
48% s dng phng thc chuyn khon qua ngn hng, 20% ngi tham gia kho st cho
bit tng s dng cc loi th thanh ton.11
Dn s
Vit Nam
nm 2015
T l
dn s
s dng
Internet
T l ngi dng
Internet tham
gia mua sm trc
tuyn
c tnh gi tr
mua hng trc
tuyn ca 1 ngi
nm 2015
c tnh
doanh s thu
t TMT B2C
nm 2015
91,3 triu ngi11
45%
62%
160 USD
4,07 t USD
II. MC NG DNG THNG MI IN T TRONG CNG NG

1. Thng tin chung
Nm 2015, Cc TMT v CNTT tin hnh kho st tnh hnh ng dng TMT trong cng
ng vi s tham gia ca 967 c nhn c truy cp Internet trong phm vi c nc. Hnh thc
kho st l tr li trc tuyn v in phiu trc tip.
tui tham gia kho st ch yu t 15 - 49 tui, trong tui chim t l cao nht l
25 - 29 tui, chim 38% s ngi tham gia kho st. 36% ngi tham gia kho st c tui
t 20 - 24, 11% c tui t 30 - 34 tui.
tui tham gia kho st
38%
36%
1%
D
i 15
11%
6%
T 15 - 19
T 20 - 24
T 25 - 29
T 30 - 34
6%
T 35 - 39
2%
T 40 - 49
Theo s liu thng co bo ch v tnh hnh kinh t - x hi nm 2015 ca Tng cc Thng k, tng
mc bn l hng ha v doanh thu dch v tiu dng nm 2015 c t 3242,9 nghn t ng (tng
ng 144,2 t USD).
11
S liu ca Tng cc dn s - k hoch ha gia nh.
10
24
84% s ngi tham gia kho st c trnh hc vn: cao ng, i hc. Trnh sau i hc
chim t l 7%.
Trnh hc vn ca ngi tham gia kho st
5% 4%
7%
Trung h c ph thng
i h c, Cao
Sau
ng
ih c
Khc
84%
60,8% ngi tham gia kho st l lao ng gin tip (nhn vin vn phng, ging dy, nghin
cu), 13,8% l lao ng trc tip (cng nhn, bn hng, lao ng tay chn), 20,7% l hc
sinh, sinh vin.
Nhm ngh nghip ca ngi tham gia kho st
0,3%
4,4%
20,7%
ng gin ti p
Lao
ng tr c ti p
Sinh vin, h c sinh
60,8%
13,8%
Lao
N i tr
Khc
2. Mc s dng Internet
32% ngi tr li kho st c thi gian truy cp Internet t 5 7 gi/ngy v 26% c thi
gian truy cp t 3 5 gi/ngy.
Thi gian truy cp Internet trung bnh mi ngy
32%
26%
15%
20%
7%
i 3 gi
T 3 - 5 gi
T 5 - 7 gi
T 7 - 9 gi
Trn 9 gi
25
Thi im s ngi truy cp Internet nhiu nht l vo ban m t 20 24 gi vi 53% s

ngi tham gia kho st la chn khung gi ny.
Thi im truy cp Internet trong ngy thng xuyn nht
53%
24%
14%
8%
8 gi - 12 gi
1%
12 gi - 16 gi
16 gi - 20 gi
20 gi - 24 gi
0 gi - 8 gi
Nm 2015, in thoi di ng l phng tin ph bin c nhiu ngi s dng truy

cp Internet nht, chim 85%, tng 20% so vi nm 2014. My tnh xch tay l phng tin
ph bin th hai truy cp Internet vi 73% ngi la chn.
Cc phng tin truy cp Internet ca ngi dn
2014
85%
75%
65%
33%
My tnh
2015
73%
38%
19%
bn
i n tho i di
ng
My tnh xch tay
19%
Thi t b khc
(Ipad, tablet...)
75% s ngi tham gia kho st cho bit a im thng xuyn truy cp Internet trong ngy
l ti nh, 64% truy cp ti ni lm vic, 43% ti cc a im cng cng (qun caf, nh
hng, khch sn).
a im truy cp Internet
75%
64%
43%
16%
T i nh
26
T in i
lm vi c
T i tr
11%
ng h c T i c a hng
Internet
8%
a i m
cng c ng
Ch khc
Kt qu kho st cng cho thy t l ngi truy cp Internet bng cc thit b di ng ti nh

chim t l kh cao: 74%, ti cc a im cng cng chim 48%, ti ni lm vic ch chim
40%.
a im truy cp Internet bng thit b di ng
74%
48%
40%
14%
T in i
lm vi c
T i nh
T i tr
10%
3%
a i m
cng c ng
ng h c T i c a hng
Internet
Ch khc
c bo trc tuyn l mc ch s dng Internet hng ngy ph bin nht, chim 87%. Tip
n l truy cp e-mail (79%), tham gia din n hoc mng x hi (77%), gii tr (73%). i
vi hot ng tm kim thng tin mua bn hng qua mng, 41% ngi dn tham gia kho
st thc hin hot ng ny hng ngy v 15% thc hin hng tun.
Tn sut truy cp Internet cho cc hot ng
87%
Hng ngy
79%
73%
72%
Hng tu n
77%
44%
8%
19%
c bo
17%
Gi i tr
41%
15%
11%
Ch i game Truy c p
email
49%
15%
10%
Tham gia Tm kim

di n n, thng tin
MXH
mua hng
11%
Khc
i vi vic truy cp Internet bng thit b di ng, c bo hng ngy vn l hot ng ph

bin nht vi 87% ngi tham gia kho st la chn.
Tn sut truy cp Internet bng thit b di ng cho cc hot ng
Hng ngy
87%
65%
6%
c bo
18%
77%
Hng tu n
73%
78%
52%
14%
12%
42%
13%
10%
14%
Gi i tr Ch i game Truy c p Tham gia Tm kim

email
di n n, thng tin
MXH
mua hng
50%
8%
Khc
27
3. Tnh hnh tham gia thng mi in t trong cng ng

Theo kt qu kho st ca Cc TMT v CNTT, 62% s ngi truy cp Internet tng mua
hng trc tuyn, tng 4% so vi nm 2014.
T l ngi dng Internet tham gia mua sm trc tuyn
58%
2014
62%
2015
42%
38%
Ch a
C nhiu cch thc tm kim thng tin trc khi mua hng trc tuyn, trong cch thc
tm kim bng cc phng tin in t c la chn ph bin vi 81% s ngi mua s dng
my tnh bn/my tnh xch tay tm kim thng tin, 74% s dng cc thit b di ng
(in thoi, my tnh bng). Ch c 20% s ngi chn cch thc hi bn b, ngi thn.
Cch thc tm kim thng tin trc khi mua hng trc tuyn
74%
81%
20%
Thi t b di ng
(T, my tnh bng)
My tnh bn,
My tnh xch tay
H i b n b, ng
3%
i thn
Khc
Trong s ngi tham gia mua sm trc tuyn, 75% cho bit quyt nh mua hng ha/
dch v qua mng ngay sau khi tm kim thng tin.
T l mua hng trc tuyn ngay sau khi tm kim thng tin
25%
75%
28
C
Khng
Loi hng ha/dch v c mua trc tuyn thng xuyn nht l qun o, giy dp v m
phm (64%). Tip theo l cng ngh v in t (56%), thit b dng gia nh (49%),
sch - vn phng phm - hoa - qu tng (42%).
Cc loi hng ha/dch v c mua sm trn mng
Qu n o, giy dp, m ph m
64%
cng ngh , i n t
Thi t b
56%
dng gia nh
49%
Sch, v n phng ph m, hoa, qu t ng
42%
V my bay, tu h a
34%
Th c ph m
33%
V xem phim, ca nh c
22%
t ch khch s n/tour du l ch
19%
Nh c/Video/DVD/Game
7%
D ch v t v n, o t o tr c tuy n
7%
D ch v spa, lm
6%
Khc
2%
Cng theo kt qu kho st, hnh thc mua hng trc tuyn qua website bn hng ha/dch v
c la chn nhiu nht vi 76% ngi tr li kho st cho bit tng mua hng bng hnh
thc ny. T l ngi tng mua hng qua cc din n, mng x hi tng t 53% nm 2014 ln
68% nm 2015.
Cc hnh thc mua sm trc tuyn
71%
2014
76%
2015
68%
53%
35%
25% 27%
Website bn
hng ha/d ch v
Sn giao d ch
TM T
28%
Website
khuyn mi
trc tuyn
13% 16%
Di n n/MXH
ng d ng
di ng
4% 1%
Hnh th c khc
29
Thanh ton bng tin mt khi nhn hng, chuyn khon qua ngn hng l cc hnh thc
thanh ton ph bin c ngi mua s dng, vi t l tng ng 91% v 48%.
Cc hnh thc thanh ton ch yu c ngi mua hng trc tuyn s dng
2014
91%
64%
48%
37%
14%
11%
Ti n m t khi
nh n hng
2015
V i n t
7%
20%
11% 6%
Chuy n kho n Th thanh ton

qua ngn hng
1% 1%
Th co
Ph
ng ti n
khc
4. Hiu qu ng dng thng mi in t trong cng ng

Theo kt qu kho st, 33% ngi mua hng trc tuyn cho bit mua t 10 - 15 sn phm/
dch v v 27% s ngi mua t 5 10 sn phm/dch v trong nm 2015.
c tnh s lng sn phm/dch v mua sm trc tuyn
trung bnh ca mi c nhn
40%
2014
25%
i 5 s n ph m/
d ch v
29%
2015
27%
14%
33%
17%
T 5 - 10 s n ph m/ T 10 - 15 s n ph m/
d ch v
d ch v
15%
Trn 15 s n ph m/
d ch v
Gi tr mua sn phm/dch v ph bin mc trn 1 triu ng/nm, trong 32% ngi

mua hng cho bit chi tiu trn 5 triu ng cho cc giao dch mua hng trc tuyn.
c tnh gi tr mua sm trc tuyn ca mi c nhn
2014
21%
30
29%
14%
i 500.000
ng
14% 13%
T 500.000 1.000.000 ng
2015
23%
11%
T 1.000.000 3.000.000 ng
18%
T 3.000.000 5.000.000 ng
26%
32%
Trn 5.000.000
ng
Gi c l yu t ngi mua hng quan tm nht khi mua sm trc tuyn (81%). Tip n
l uy tn ca ngi bn hay website bn hng (75%) v thng hiu ca sn phm/dch v
(70%).
Cc yu t ngi mua hng quan tm khi mua sm trc tuyn
2014
80% 81%
64%
81%
70%
2015
75%
68% 67%
23% 20%
Th ng hi u c a
s n ph m/d ch v
Gi c
Cch th c t hng,
thanh ton v
giao nhn
Uy tn ca
ngi bn/
website bn hng
Thi t k c a
website
Khi c hi v mc hi lng khi mua sm trc tuyn, 38% s ngi tham gia kho st
tr li hi lng.
Mc hi lng ca ngi mua hng trc tuyn
2014
41%
6%
38%
2015
48%
53%
6%
5%
R t hi lng
Hi lng
Bnh th
ng
3%
Khng hi lng
Sn phm km cht lng so vi qung co l tr ngi c nhiu ngi quan tm vi t l

73%. Tip theo l tr ngi v gi c (61%), dch v vn chuyn v giao nhn (45%).
Nhng tr ngi khi mua sm trc tuyn
2014
46%
61%
Gi c
81%
2015
73%
27% 20%
Sn phm
km cht lng
so vi
qung co
42% 38%
51% 45%
29% 27%
Cch thc M t thng tin Dch v

Website
c nhn
t hng
vn chuyn thit k cha
trc tuyn
v giao nhn chuyn nghip
rc ri
cn yu
5% 4%
Khc
31
Tuy vy, 95% s ngi tham gia kho st cho bit s tip tc tham gia mua sm trc tuyn.
Tip tc mua hng qua mng hay dng
95%
5%
C
Khng
Trong s 38% ngi tham gia kho st cha tham gia mua sm trc tuyn, khi c hi v
nguyn nhn cha mua sm trc tuyn, 50% cho bit khng tin tng n v bn hng, 37%
quan nim mua ti ca hng tin li v r hn, 26% khng c th tn dng hoc th thanh
ton qua mng, 25% lo s l thng tin c nhn.
L do ngi dn cha tham gia mua sm trc tuyn
Khng tin t
ng
50%
n v bn hng
37%
Mua t i c a hng ti n l i v r h n
26%
Ch a bao gi th
26%
Khng c th tn d ng/th thanh ton
25%
S l thng tin c nhn

Khng
thng tin
Ch t l
ra quy t
23%
ng giao nh n ch a t t
Hng ha d ch v khng phong ph
20%
Kh ki m
20%
Cch th c
nh ch t l
ng hng ha
t hng tr c tuy n r c r i
Khng c nhu c u mua bn
32
24%
nh
19%
18%
CHNG III
NG DNG THNG MI IN T
TRONG DOANH NGHIP
I. THNG TIN CHUNG

Nm 2015, Cc TMT v CNTT tin hnh iu tra kho st tnh hnh ng dng TMT ca
doanh nghip trn c nc. i tng kho st bao gm cc doanh nghip thuc nhiu loi
hnh, lnh vc v quy m. Cc phn tch trong chng ny da trn kt qu ca 4.751 phiu
thu v t cuc kho st.
1. Loi hnh doanh nghip
44% doanh nghip tham gia kho st thuc loi hnh cng ty trch nhim hu hn (TNHH),
34% doanh nghip thuc loi hnh cng ty c phn, cc loi hnh cn li chim 22% trong
tng s doanh nghip tham gia kho st.
Loi hnh doanh nghip tham gia kho st
4%
4% 3%
Doanh nghip t nhn

Cng ty TNHH
Cng ty c ph n
Doanh nghi p nh n c
Cng ty c v n u t n
Lo i hnh khc
11%
34%
44%
c ngoi
2. Lnh vc hot ng
Ba lnh vc hot ng ph bin ca cc doanh nghip tham gia kho st l nng, lm, thy
sn (28%); bn bun, bn l (22%); xy dng (16%).
Lnh vc hot ng ca doanh nghip tham gia kho st
Nng, lm, th y s n
Bn bun, bn l
Xy d ng
Cng nghi p
CNTT, truy n thng
V n t i, giao nh n
Du l ch, n u ng
N ng l ng, khong s n
Y t , Gio d c, o t o
Ti chnh, B t ng s n
Gi i tr
L nh v c khc
1%
4%
4%
3%
6%
9%
8%
22%
16%
15%
28%
20%
3. Quy m doanh nghip

T l doanh nghip va v nh (SME) chim 88%, doanh nghip ln chim t l 12% trn
tng s doanh nghip tham gia kho st.
34
Quy m doanh nghip tham gia kho st

Doanh nghi p l n
SME
90%
91%
88%
10%
9%
12%
2013
2014
2015
II. MC SN SNG NG DNG THNG MI IN T CA DOANH NGHIP

1. H tng cng ngh thng tin
a. Phn cng
Nm 2015, 100% doanh nghip c trang b my tnh bn v my tnh xch tay. T l doanh
nghip trang b my tnh bng c xu hng tng t 45% nm 2014 ln 50% nm 2015.
T l my tnh trong doanh nghip
2014
2015
98% 100%
45%
My tnh bn
v my tnh xch tay
50%
My tnh b ng
b. Phn mm
Hai phn mm c s dng ph bin l phn mm k ton, ti chnh (89%) v qun l
nhn s (49%). Bn cnh , mt s phn mm khc c doanh nghip s dng nh: phn
mm quan h khch hng (Customer Relationship Management CRM) vi 23% doanh
nghip s dng, phn mm qun l h thng cung ng (Supply Chain Management SCM)
vi 20% doanh nghip s dng v phn mm lp k hoch ngun lc (Enterprise Resource
Planning ERP) vi t l 15% doanh nghip s dng.
CHNG III : NG DNG THNG MI IN T TRONG DOANH NGHIP
35
T l ng dng phn mm trong doanh nghip

C
51%
49%
Qu n l
nhn s
Khng
11%
89%
K ton,
ti chnh
80%
77%
85%
20%
23%
15%
SCM
CRM
ERP
c. C cu chi ph
Chi ph cho h tng cng ngh thng tin trong doanh nghip tng t nhau qua cc nm.
Nm 2015, phn cng vn chim t trng u t cao nht (42%), tip n l phn mm
(26%), nhn s v o to (17%).
C cu chi ph cho h tng cng ngh thng tin
2014
43%
2015
42%
23%
Ph n c ng
26%
Ph n m m
18%
17%
Nhn s , o t o
16%
15%
Khc
2. Th in t (e-mail)
S doanh nghip c trn 50% lao ng thng xuyn s dng th in t cho cng vic tng
t 35% nm 2014 tng ln 39% nm 2015.
36
Tnh hnh s dng e-mail trong doanh nghip qua cc nm

2014
2015
40% 39%
25%
35%
39%
22%
D i 10%
T 10% - 50%
Trn 50%
80% doanh nghip tham gia kho st cho bit s dng e-mail giao dch vi khch hng v
nh cung cp. Vic s dng e-mail cho cc mc ch qung co hoc gii thiu doanh nghip
v giao kt hp ng cng tng i cao, t l tng ng l 49% v 48%.
Mc ch s dng e-mail ca doanh nghip
2014
75% 80%
59%
44%
45% 42%
2015
43% 48%
56%
49%
23% 17%
Giao d ch v i H tr th c hi n Ch m sc khch
khch hng/nh
h p ng
hng
cung c p
Giao k t h p
ng
Qu ng co, gi i M c ch khc
thi u
3. Thanh ton in t
a. Thng tin chung v h tng thanh ton in t
Theo thng k ca Ngn hng nh nc, t trng tin mt lu thng trn tng phng tin
thanh ton gim t 12,3% nm 2012 xung cn 11,89% vo thng 10/201512.
12
Bo co ca Ngn hng Nh nc ngy 26/1/2015 ti a ch www.sbv.gov.vn
37
Mt s thng k v h tng thanh ton in t 2015

1. Dch v V in t: 6 t chc khng phi ngn hng c cp php thc hin dch v V in t,
gm: Banknetvn, VNPay, M_Service, BankPay, Vietnam Online, VietUnion. 38 ngn hng thng mi
tham gia phi hp trin khai dch v V in t.
2. H thng chuyn mch th: Ngy 1/4/2015, Cng ty c phn chuyn mch ti chnh quc gia
Banknetvn v Cng ty dch v th Smartlink sp nhp thnh Trung tm Chuyn mch th thng nht,
cho php ch th ca mt ngn hng c th rt tin hoc thanh ton ti hu ht ATM/POS ca cc ngn
hng khc.
3. Th thanh ton: Tng lng th ang lu hnh trn th trng t xp x 69 triu th, trong th
quc t l 6,25 triu th. Bn cnh cc dch v rt tin mt, chuyn khon, sao k cc ngn hng thng
mi tch hp thm nhiu tnh nng vo th ngn hng s dng thanh ton ha n hng ha, dch
v nh: thanh ton tin in, nc, cc vin thng, bo him, v my bay hoc thanh ton tin mua hng
ha, dch v trc tuyn.
4. Cc dch v thanh ton qua Internet v in thoi: Hin c 67 ngn hng thng mi trin khai
dch v thanh ton qua Internet (Internet Banking) v 37 ngn hng thng mi cung ng cc dch v
thanh ton qua di ng (Mobile Banking).
5. Thanh ton th xuyn bin gii: Cc h thng thanh ton th quc t nh VISA, MarterCard,
American Express, Diners Club/Discover (M), Union Pay (Trung Quc) cung cp 2 dng th ph bin
l th tn dng (Credit Card) v th ghi n (Debit Card). Nhng th ny c cc tnh nng nh rt tin
mt ATM, thanh ton tin khi mua hng ha, dch v ti im bn (POS), thanh ton trc tuyn (online
payment)13.
b. Tnh hnh s dng cc phng tin thanh ton in t trong doanh nghip
Theo kho st nm 2015 ca Cc TMT v CNTT, 97% doanh nghip chp nhn cho khch
hng thanh ton bng phng thc chuyn khon qua ngn hng, 16% doanh nghip chp
nhn thanh ton bng th thanh ton.
Cc phng tin thanh ton in t ch yu13
2014
97%
97%
20%
Chuyn khon
13
38
2015
16%
Th thanh ton
Bo co ca Ngn hng Nh nc thng 12/2015
6%
4%
V in t
3%
2%
Th co
4. Bo m an ton thng tin v bo v thng tin khch hng

a. Bo m an ton thng tin
Mt trong nhng yu t quan trng m bo tnh xc thc ca hp ng trn mi trng
in t l ch k in t. Kt qu kho st cho thy t l doanh nghip s dng ch k in
t tng gn 2 ln t 23% nm 2012 ln 48% nm 2015.
Tnh hnh s dng ch k in t trong doanh nghip
48%
45%
31%
23%
2012
2013
2014
2015
b. Chnh sch bo v thng tin khch hng

m bo uy tn, 76% doanh nghip c trin khai cc chnh sch bo v thng tin cho
khch hng.
Chnh sch bo v thng tin khch hng
24%
76%
C
Khng
5. Ngun nhn lc
a. Cn b chuyn trch v cng ngh thng tin v thng mi in t
T l doanh nghip c cn b chuyn trch v CNTT v TMT tng qua cc nm, t 20%
nm 2010 ln 73% nm 2015.
39
T l doanh nghip c cn b chuyn trch v CNTT v TMT qua cc nm
51%
20%
23%
2010
2011
2012
65%
62%
2013
2014
73%
2015
Ba lnh vc hot ng ca doanh nghip c t l cn b chuyn trch CNTT v TMT cao

nht cng ngh thng tin v truyn thng (94%), gii tr (90%) ti chnh v bt ng sn
(85%).
T l doanh nghip c cn b chuyn trch v CNTT v TMT theo lnh vc
kinh doanh
94%
CNTT, truy n thng
90%
Gi i tr
Ti chnh, b t
85%
ng s n
79%
V n t i, giao nh n
78%
Du l ch, n u ng
78%
Y t , gio d c, o t o
76%
Cng nghi p
N ng l
72%
ng, khong s n
62%
Bn bun, bn l
60%
Nng, lm, th y, s n
Xy d ng
58%
Khc
60%
b. Kh khn trong tuyn dng nhn s

24% doanh nghip cho bit gp kh khn trong tuyn dng nhn s c k nng CNTT v
TMT. Kt qu kho st trong 3 nm gn y cho thy t l ny c chiu hng gim, t 29%
nm 2013 xung cn 24% nm 2015.
Kh khn trong vic tuyn dng nhn s c k nng CNTT v TMT
29%
2013
40
27%
2014
24%
2015
III. CC HNH THC NG DNG THNG MI IN T

1. Giao dch qua sn giao dch thng mi in t v mng x hi
a. Sn giao dch thng mi in t
T l doanh nghip tham gia sn giao dch TMT nm 2015 gim so vi nm 2014 (t 15%
xung 13%). 7% doanh nghip cho bit s tham gia sn giao dch TMT trong nm tip theo.
T l doanh nghip tham gia sn giao dch TMT nm 2015
7%
13%
C
Khng
S tham gia trong n m 2016
80%
T l doanh nghip tham gia sn giao dch TMT qua cc nm
9%
2011
12%
12%
2012
2013
15%
2014
13%
2015
b. Mng x hi
S liu thng k do Cng ty nghin cu th trng eMarketer cng b vo thng 11/2015 cho
thy, hn 32 triu ngi Vit Nam thng xuyn s dng mng x hi, chim gn 36% dn
s. Nm 2015, nghin cu ca Cng ty nghin cu th trng Nielsen cng cho bit, c hn
30% ngi tiu dng gn b mt thit vi mua sm trc tuyn v tham kho mng x hi
a ra quyt nh mua sm.
Theo kt qu kho st nm 2015 ca Cc TMT v CNTT, 28% doanh nghip tham gia kho
st cho bit c tin hnh qung co hoc bn hng qua mng x hi, tng 4% so vi nm
trc. T l ny n nm 2016 c t khong 34%.
T l doanh nghip bn hng trn mng x hi
6%
28%
C
Khng
66%
S bn trong 2016
41
T l doanh nghip bn hng trn mng x hi qua cc nm

28%
24%
2014
2015
2. Thit lp website ca doanh nghip

Theo kt qu kho st, 45% doanh nghip c website, 8% doanh nghip cho bit s xy dng
website trong nm tip theo. Ba nhm doanh nghip s hu website cao nht theo lnh vc
kinh doanh l cng ngh thng tin v truyn thng (72%), y t - gio dc - o to (66%), du
lch - n ung (62%).
T l doanh nghip s hu website qua cc nm
Doanh nghi p c website
Doanh nghi p s xy d ng website
9%
9%
8%
43%
45%
45%
2013
2014
2015
T l doanh nghip s hu website phn theo lnh vc kinh doanh

CNTT, truy n thng
Y t , gio d c, o t o
Du l ch, n u ng
Gi i tr
Ti chnh, b t ng s n
Nng, lm, th y s n
Cng nghi p
N ng l ng, khong s n
Bn bun, bn l
V n t i, giao nh n
Xy d ng
L nh v c khc
42
72%
66%
62%
60%
58%
51%
50%
39%
39%
34%
27%
49%
3. S dng ng dng trn thit b di ng

Theo kt qu kho st ca Cc TMT v CNTT trong hai nm gn y, s lng doanh
nghip s dng ng dng bn hng trn thit b di ng tng t 11% nm 2014 ln 18% nm
2015.
T l doanh nghip c ng dng bn hng trn thit b di ng
18%
11%
2014
2015
4. nh gi hiu qu ca vic bn hng qua cc hnh thc

Kt qu kho st cho thy hiu qu bn hng trn website doanh nghip c nh gi cao
nht vi 22% doanh nghip la chn cu tr li Hiu qu cao. T l ny vi hnh thc bn
hng qua mng x hi l 17%, hnh thc bn hng trn cc ng dng di ng v trn cc sn
giao dch TMT c t l tng ng l 14%.
nh gi hiu qu ca vic bn hng qua cc hnh thc
Hi u qu cao
Hi u qu trung bnh
27%
35%
51%
48%
17%
22%
Trn cc m ng x h i
Trn website c a
doanh nghi p
Hi u qu th p
40%
39%
46%
47%
14%
14%
Trn cc ng d ng
di ng
Trn cc sn giao d ch
TM T
IV. TNH HNH VN HNH WEBSITE THNG MI IN T

1. Chc nng ca website thng mi in t
Theo kt qu kho st, t l website c chc nng t hng trc tuyn v thanh ton trc
tuyn ln lt l 53% v 17%.
43
T l cc chc nng ca website

53%
17%
t hng tr c tuy n
Thanh ton tr c tuy n
2. Cc hnh thc qung co website thng mi in t

Mng x hi l cng c qung co website TMT c doanh nghip la chn ph bin trong
hai nm tr li y vi 50% doanh nghip s dng trong nm 2014 v 47% trong nm 2015.
Qung co thng qua cc cng c tm kim n nh mc 47% trong hai nm 2014 v 2015.
Cc hnh thc qung co website TMT
ng d ng di
10%
8%
ng
13%
11%
15%
13%
Ch a qu ng co
Truy n hnh
Cc ph
ng ti n khc
Bo gi y
Tin nh n/E-mail qu ng co
21%
21%
24%
20%
24%
2014
2015
29%
35%
31%
Bo i n t
Cc cng c tm ki m
M ng x h i
47%
47%
50%
47%
Doanh nghip nh gi cao hnh thc qung co qua cng c tm kim v qua mng x hi,
vi t l tng ng 32% v 24% doanh nghip c kho st chn cu tr li Hiu qu cao
cho hnh thc ny.
Hiu qu ca vic qung co website TMT
Th p
Tin nh n v ng d ng di
M ng x h i
Bo i n t
44
Cao
37%
ng
Cng c tm ki m
Trung bnh
48%
52%
16%
22%
31%
15%
32%
54%
24%
54%
15%
Trong nm 2015, 12% doanh nghip chi trn 50 triu ng cho qung co website TMT.
Mc chi ph di 10 triu ng chim 53%, t 10 - 50 triu ng chim 35%.
Chi ph ca vic qung co website TMT
53%
35%
12%
D
i 10 tri u
ng
T 10 - 50 tri u
ng
Trn 50 tri u
ng
3. Phin bn di ng ca website
Theo kho st ca eMarketer cng b vo thng 9/2015, 56% ngi tiu dng Vit Nam s
dng in thoi thng minh tm kim thng tin sn phm v 32% ngi s dng thit b
ny thc hin hot ng mua bn.
Nm bt xu hng s dng in thoi thng minh trong vic mua sm trc tuyn, nhiu
doanh nghip u t xy dng phin bn di ng cho website ca mnh. Kt qu kho st
ca Cc TMT v CNTT cho thy, t l website c phin bn di ng tng t 15% nm 2014
ln 21% nm 2015.
T l doanh nghip c website phin bn di ng
21%
15%
2014
2015
V. HIU QU NG DNG THNG MI IN T CA DOANH NGHIP

1. Tnh hnh t hng qua website v e-mail
70% doanh nghip t hng qua e-mail trong nm 2015. T l ny cao gn gp i so vi t
l doanh nghip t hng qua website (36%).
45
Doanh nghip t hng qua website v e-mail

2014
76%
2015
70%
40%
E-mail
36%
Website
Nm 2015, 49% doanh nghip cho bit tng gi tr n hng t qua website hoc e-mail
chim di 20% tng gi tr mua hng, 17% doanh nghip c tng gi tr n hng t
chim trn 50% tng gi tr mua hng.
T l tng gi tr n hng t qua website v e-mail trn tng gi tr mua hng
55%
2014
49%
2015
31%
i 20%
34%
14%
T 20 - 50%
17%
Trn 50%
2. Tnh hnh nhn n t hng qua website v e-mail

E-mail cng l phng thc nhn n t hng m doanh nghip u tin la chn. Nm
2015, 77% doanh nghip nhn n t hng qua e-mail trong khi 35% doanh nghip nhn
n t hng qua website.
Doanh nghip nhn n t hng qua website v e-mail
2014
78%
2015
77%
36%
Email
46
35%
Website
20% doanh nghip c tng gi tr n hng nhn qua website hoc e-mail chim trn 50% tng
doanh thu, tng 4% so vi nm 2014. 68% doanh nghip cho bit gi tr trung bnh n hng trc
tuyn trn 5 triu ng.
Tng gi tr n hng nhn qua website v email trn tng doanh thu
2014
51%
45%
2015
33% 35%
16% 20%
i 20%
T 20 - 50%
Trn 50%
Gi tr trung bnh ca n t hng

2014
2015
68%
43%
23%
13%
9%
D i1
tri u ng
21%
6%
T 1-2
tri u ng
17%
T 2-5
tri u ng
Trn 5 tri u
ng
S lng n hng trc tuyn nhn

70%
2014
72%
19%
i 400
14%
T 400 - 1.000
2015
4%
6%
T 1.001 - 2.000
7%
8%
Trn 2.000
VI. TNH HNH S DNG DCH V CNG TRC TUYN

1. Tnh hnh trin khai dch v cng trc tuyn trong cc c quan nh nc
a. C ch Mt ca quc gia v C ch Mt ca ASEAN
C ch Mt ca quc gia ca Vit Nam cho php khai thng tin, np chng t in t thc
hin th tc hi quan v cc th tc khc lin quan n hng ha xut nhp khu thng qua
47
mt h thng thng tin tch hp. Vic x l thng tin, d liu v ra quyt nh c thc hin
lin thng s gip doanh nghip gim chi ph chun b h s, thi gian i li v thng quan.
M hnh x l thng tin trn Cng thng tin Mt ca quc gia v B Cng Thng
(1) Khai bo thng
tin trc tuyn
(4) Tr kt qu h s
(2) Chuyn
h s in t
(3) X l v tr
kt qu h s
(5) Gi thng tin giy php in t
Vic thc hin th tc hi quan in t theo H thng thng quan t ng (VNACCS/VCIS)

v C ch Mt ca quc gia gip gim thi gian thng quan hng ha bnh qun t 21 ngy
xung 14 ngy i vi xut khu, 13 ngy i vi nhp khu, gim 10 20% chi ph v 30%
thi gian thng quan hng ha xut nhp khu cho doanh nghip14.
Hin cc nc trong khi ASEAN ang xy dng C ch Mt ca ASEAN kt ni h thng
C ch Mt ca quc gia ca cc nc thnh vin. Tnh n cui nm 2015, c 5 nc
thnh vin (Indonesia, Singapore, Malaysia, Thi Lan v Vit Nam) kt ni vi C ch Mt
ca ASEAN.
b. Chnh ph in t
Theo kt qu kho st ca Lin Hp quc nm 2014, Vit Nam xp th 99 trn th gii v
Ch s pht trin Chnh ph in t (E-government Development Index EGDI), xp th 5
trong khi ASEAN sau Singapore, Malaysia, Brunei and Phillipine15. Trong , ch s v cung
cp dch v cng trc tuyn (Online service Index OSI) ca Vit Nam t 0,41 im (thang
im 1), Singapore l 0,992 im v Malaysia l 0,677 im.
Ch s pht trin Chnh ph in t
Ch s pht trin Chnh ph in t (Egovernment Development Index EGDI)
c xy dng da trn ba ch s: dch v
cng trc tuyn (Online service Index-OSI),
h tng vin thng (Telecommunication Infrustructure Index-TII) v ngun nhn lc
(Human Capital Index HCI).
Ngh quyt s 36a/NQ-CP ca Chnh ph ngy 14/10/2015

S liu iu tra ca Lin Hp Quc ti a ch https://publicadministration.un.org/egovkb/en-us/
Data-Center
14
15
48
thc y pht trin Chnh ph in t, nng cao cht lng ca cc dch v cng trc
tuyn, Chnh ph ban hnh Ngh quyt s 36a/NQ-CP ngy 14/10/2015. Mc tiu n ht
nm 2016, Vit Nam nm trong nhm 4 v n ht nm 2017 nm trong nhm 3 cc quc
gia ng u ASEAN v ch s pht trin Dch v cng trc tuyn (OSI) v ch s pht trin
Chnh ph in t (EGDI) ca Lin Hp Quc.
2. Tnh hnh s dng dch v cng trc tuyn trong doanh nghip
Theo kt qu kho st ca Cc TMT v CNTT nm 2015, 39% doanh nghip thng xuyn
tra cu thng tin trn cc website ca c quan nh nc, 56% doanh nghip thnh thong
tra cu khi cn tm thng tin.
Mc tra cu thng tin trn cc website ca c quan nh nc
2013
56%
42%
2014
53%
2015
56%
39%
31%
13%
5%
Th ng xuyn
Th nh tho ng
5%
Ch a bao gi
73% doanh nghip cho bit s dng cc dch v cng trc tuyn cung cp trn cc website
ca c quan nh nc, tng 16% so vi nm 2014. Khai bo thu in t l dch v cng trc
tuyn c s dng nhiu nht vi 83% doanh nghip c kho st cho bit s dng,
tip n l ng k kinh doanh vi 35% doanh nghip s dng v khai bo hi quan vi 25%
doanh nghip s dng.
Tnh hnh s dng cc dch v cng trc tuyn
2013
2014
2015
73%
57%
48%
52%
43%
27%
s d ng
Ch a s d ng
49
T l doanh nghip s dng cc loi hnh dch v cng trc tuyn

Khai bo thu
83%
i nt
35%
ng k kinh doanh
25%
Khai bo h i quan
Th t c c p gi y ch ng nh n xu t x
18%
i nt
Th t c tu bi n, nh p c nh, xu t c nh, qu c nh
11%
D ch v cng khc
4%
Nm 2015, dch v cng trc tuyn c 51% doanh nghip nh gi Rt c ch, 47%
doanh nghip nh gi Tng i c ch.
Doanh nghip nh gi v li ch ca dch v cng trc tuyn
2013
58%
51%
2014
2015
55%
47%
39%
25%
17%
6%
R t c ch
50
T ng
i c ch
2%
Khng c ch
CHNG IV
NG DNG THNG MI IN T
TRONG HOT NG XUT KHU
I. THNG TIN CHUNG

Nm 2015, Cc TMT v CNTT tin hnh iu tra, kho st tnh hnh ng dng TMT i
vi hn 800 doanh nghip hot ng trong lnh vc xut khu.
Phm vi kho st bao gm cc thnh ph trc thuc Trung ng nh: TP. H Ch Minh, H
Ni, Cn Th, Nng, Hi Phng v cc tnh, thnh ph nh Bnh Dng, ng Nai, Hi
Dng, Bc Ninh Hnh thc kho st l in phiu trc tip.
1. Loi hnh doanh nghip xut khu
Trong tng s 803 doanh nghip tham gia kho st, loi hnh doanh nghip chim t l nhiu
nht l cng ty TNHH (54%), loi hnh cng ty c phn chim 29%. Cng ty c vn u t
nc ngoi, doanh nghip t nhn v cng ty hp danh chim 17% cn li.
Loi hnh doanh nghip xut khu tham gia kho st
3%
Cng ty TNHH
29%
14%
Cng ty c v n
54%
ut n
c ngoi
Cng ty c ph n
Lo i hnh khc
2. Quy m doanh nghip xut khu

T l tham gia kho st theo quy m doanh nghip gm c: doanh nghip va v nh (SME)
chim a s 66%, doanh nghip ln chim t l 34%.
Quy m doanh nghip xut khu tham gia kho st
34%
SME
66%
Doanh nghip ln
3. Nhm hng xut khu tham gia kho st

Dt may l nhm mt hng xut khu chim u th vi t l 17% doanh nghip tham gia tr
li kho st, tip n l thy sn vi t l 15%, da giy 9%, nhm mt hng my tnh, sn
phm in t, in thoi v linh kin chim 8%.
52
Nhm hng xut khu ch yu ca doanh nghip tham gia kho st

17%
D t may
15%
Th y s n
9%
Da giy
My vi tnh, s n ph m i n t , i n tho i v
linh kin
Go
8%
8%
6%
Nh a
6%
S n ph m g
4%
Thp
3%
Rau qu
H t i u, h t tiu
2%
Cao su
2%
C ph
1%
Nhm m t hng khc
19%
II. TNH HNH NG DNG THNG MI IN T CA DOANH NGHIP

XUT KHU
1. Tnh hnh s dng website thng mi in t v sn giao dch thng mi
in t
42% doanh nghip xut khu xy dng website phc v hot ng sn xut kinh
doanh, trong doanh nghip ln s hu website nhiu hn doanh nghip SME vi t l
tng ng l 52% v 36%.
T l doanh nghip xut khu s hu website
50%
42%
8%
Khng
S xy d ng
CHNG IV : NG DNG THNG MI IN T TRONG HOT NG XUT KHU
53
T l doanh nghip xut khu s hu website theo quy m

53%
52%
44%
36%
11%
Khng
SME
4%
Doanh nghi p l n
S xy d ng
Theo kt qu kho st, t l doanh nghip c website phin bn di ng chim 21% trong
tng s doanh nghip s hu website.
T l doanh nghip c website phin bn di ng
21%
C
Khng
79%
Phc v cho hot ng qung b sn phm hng ti th trng xut khu, 58% s website
c phin bn ting nc ngoi.
T l website c phin bn ting nc ngoi
5%
C
Khng
37%
58%
S xy d ng
86% doanh nghip s hu website s dng cc phng tin khc nhau qung co website,
trong nhiu nht l hnh thc qung co trn mng x hi (21%), cc cng c tm kim
(20%), qung co qua bo in t (15%).
54
T l website c qung co
14%
C qu ng co
Ch a qu ng co
86%
Cc hnh thc qung co website

M ng x h i
21%
Cc cng c tm ki m
20%
Bo i n t
15%
T r i
13%
Tin nh n, e-mail
11%
Bo gi y
ng d ng di
8%
ng
5%
Ph ng ti n khc
7%
Trong s cc doanh nghip xut khu c website, 88% doanh nghip c phn cng cn b
ph trch website (cn b k thut, qun tr thng tin, kinh doanh). S doanh nghip c
cn b ph trch website tp trung nhiu nhng doanh nghip c website phin bn ting
nc ngoi, phin bn di ng hay c tham gia sn giao dch TMT trong v ngoi nc.
T l doanh nghip xut khu c cn b ph trch website
12%
Cn b ph trch website
Cn b kim nhi m
88%
55
T l doanh nghip xut khu tham gia cc sn giao dch TMT cn tng i thp, chim
20% i tng tham gia kho st.
T l doanh nghip xut khu tham gia sn giao dch TMT
70%
20%
10%
Khng
S tham gia
Doanh nghip xut khu tham gia sn giao dch TMT theo quy m
SME
Doanh nghi p l n
69%
21%
71%
19%
10%
Khng
10%
S tham gia
2. Phng thc thit lp quan h vi i tc xut khu

Khi c hi v phng thc thit lp quan h vi i tc xut khu thng p dng nht,
59% doanh nghip cho bit s dng phng thc gp g trc tip, 19% doanh nghip trin
khai hot ng ny qua cc website TMT, sn giao dch TMT hoc qua th in t.
Phng thc thit lp quan h vi i tc
59%
19%
19%
3%
Tham gia cc h i
ch , on xc ti n
th ng m i
56
G p g tr c ti p
Giao dch qua cc Ph

website, sn giao dch
TMT, bt mi qua
th in t
ng th c khc
Cc doanh nghip ln tch cc hn doanh nghip SME trong vic tn dng cc knh in
t thit lp quan h vi i tc v tm kim c hi m rng th trng.
Phng thc thit lp quan h vi i tc theo quy m doanh nghip
SME
61%
17%
Doanh nghi p l n
57%
21%
17%
21%
2%
Tham gia cc h i
ch , on xc ti n
th ng m i
G p g tr c ti p
Giao dch qua cc Ph

website, sn giao dch
TMT, bt mi qua
th in t
4%
ng th c khc
3. Tnh hnh nhn n hng ca doanh nghip xut khu qua phng tin in t
Theo kt qu kho st, 96% doanh nghip tng nhn n t hng qua th in t, t l
doanh nghip nhn n t hng thng qua website ca doanh nghip hoc sn giao dch
TMT ln lt l 29% v 23%.
Nhn n t hng ca i tc qua cc phng tin in t
96%
29%
E-mail
Website c a
doanh nghi p
23%
Sn giao d ch
TM T
Kt qu kho st theo quy m doanh nghip cng cho thy, 45% doanh nghip ln c tng
gi tr n hng nhn qua phng tin in t chim trn 50% tng doanh thu xut khu.
T l ny doanh nghip SME l 18%.
57
Tng gi tr n hng nhn qua phng tin in t/tng doanh thu xut
khu theo quy m doanh nghip
SME
Doanh nghip ln
47%
45%
34%
21%
21%
Di 20%
18%
T 20% -50%
Trn 50%
73% doanh nghip nh gi hiu qu ng dng TMT trong hot ng xut khu l Rt
hiu qu hoc Hiu qu.
Hiu qu ng dng TMT trong hot ng xut khu
59%
26%
14%
1%
R t hi u qu
Hi u qu
Khng r r t
Khng hi u qu
III. TNH HNH S DNG HP NG IN T TRONG HOT NG XUT KHU

1. Cc hnh thc giao kt hp ng
Hnh thc giao kt hp ng bng cch gi qua e-mail hoc bu in/fax k ng du
hin c cc doanh nghip p dng nhiu nht, vi 65% doanh nghip tham gia kho st
cho bit tng s dng phng thc ny. Giao kt hp ng bng cch gp g trc tip c
t l la chn l 62%. Cc hnh thc giao kt hp ng hon ton bng phng tin in t
chim t l cn thp vi 8% doanh nghip la chn giao kt qua cc sn giao dch TMT, 3%
doanh nghip la chn qua website ca doanh nghip hoc website ca i tc.
58
Cc hnh thc giao kt hp ng

m phn qua e-mail v g i h p ng qua b u
i n/fax k tn ng d u
65%
G p g tr c ti p
62%
m phn v g i qua e-mail (khng c n k

tn/ ng d u)
21%
8%
Trn cc sn giao d ch TM T
Trn website c a doanh nghi p ho c website
c a i tc
3%
2. Tnh hnh s dng ch k in t trong hot ng xut khu

68% doanh nghip xut khu s dng ch k in t phc v cho hot ng kinh doanh.
T l s dng ch k in t ca doanh nghip ln cao hn 18% so vi doanh nghip SME.
T l doanh nghip xut khu s dng ch k in t
68%
26%
6%
C
Khng
S s d ng
T l s dng ch k in t theo quy m doanh nghip

79%
61%
SME
32%
16%
Khng
7%
5%
Doanh nghi p l n
S s d ng
3. nh gi tnh hiu qu v an ton ca cc phng thc giao kt hp ng

Kt qu kho st v tnh hiu qu (t gc chi ph, thi gian, s tin li) v tnh an ton
ca cc phng thc giao kt hp ng theo thang im t 1 - 5 (im thp nht: 1, im cao
nht: 5) cho thy phng thc gp g trc tip m phn v k hp ng c im an ton
cao nht vi 4,7 im. m phn qua email v gi bu in/fax hp ng k/ng du
c im hiu qu cao nht vi 3,9 im. y cng l 2 phng thc c cc doanh nghip
u tin la chn nht vi im th t l 1,4 v 2 im.
59
nh gi tnh hiu qu v an ton ca cc phng thc giao kt hp ng

Hiu qu
(im 5 l
cao nht)
Phng thc giao kt hp ng
An ton u tin
(im
la chn
5 l cao (im 1 l
nht)
cao nht)
Gp g trc tip m phn v k hp ng
3,4
4,7
1,4
m phn qua e-mail v gi bu in/fax hp ng k/ng

du
3,9
3,8
m phn qua e-mail (khng cn k/ng du)
3,2
2,3
3,1
Trn website ca doanh nghip hoc website i tc
2,4
2,1
3,9
Trn cc sn giao dch TMT
2,6
2,2
3,6
37% doanh nghip c trn 50% tng s lng giao dch c thc hin thng qua phng
thc giao kt hp ng truyn thng (gp g trc tip m phn v k hp ng). T l
tng ng i vi phng thc in t l 35%.
T l s dng cc phng thc giao kt hp ng
Trn 50% tng s Trn 50% tng gi
lng giao dch
tr giao dch
Phng thc giao kt hp ng

Giao kt hp ng theo phng thc truyn thng:
- Gp g trc tip m phn v k hp ng
37%
38%
Kt hp gia phng thc truyn thng v in t :

- m phn hp ng qua e-mail v gi bu in/fax hp
ng k/ng du
28%
26%
Giao kt hp ng theo mt trong ba phng thc in t

sau:
- m phn hp ng v gi qua e-mail
- Giao kt hp ng trn website ca doanh nghip hoc
website i tc
- Giao kt hp ng trn cc sn giao dch TMT
35%
36%
4. Tranh chp hp ng in t
8% doanh nghip s dng hp ng in t cho bit c pht sinh tranh chp vi i tc. 60%
trong s cho bit tranh chp lin quan ti ni dung hp ng. Ch 24% tranh chp lin quan
n kha cnh in t ca giao kt hp ng (li nhp thng tin hoc cc li hnh thc khc
trn hp ng in t gy ra tranh chp v gi c, s lng ca hng ha).
T l tranh chp khi s dng hp ng in t
8%
C pht sinh tranh ch p
Ch a pht sinh tranh chp
92%
60
Cc vn lin quan n tranh chp hp ng in t

Tranh chp lin quan n cc vn
T l
Ni dung hp ng (hng ha giao khng ng vi hp ng; giao hng chm;

khng thc hin thanh ton theo tha thun)
60%
Li nhp thng tin hoc cc li hnh thc khc trn hp ng in t gy ra tranh

chp v gi c, s lng ca hng ha
24%
Cc tranh chp khc
16%
IV. S DNG DCH V CNG TRC TUYN TRONG HOT NG XUT KHU
1. Tnh hnh s dng dch v cng trc tuyn ca doanh nghip xut khu
66% doanh nghip s dng phng thc trc tuyn (gi/nhn thng tin qua H thng
thng quan t ng VNACCS/VCIS ca Hi quan) thc hin cc th tc hi quan i vi
hng ha xut khu.
T l doanh nghip xut khu la chn phng thc thc hin th tc hi quan
34%
66%
Ph
ng th c th cng
Ph
ng th c tr c tuy n
Th tc cp giy chng nhn xut x in t l dch v cng trc tuyn thng c s

dng nht vi 95% doanh nghip la chn. Th tc i vi tu bin xut cnh, nhp cnh,
qu cnh c t l 17% doanh nghip la chn.
Dch v cng trc tuyn khc lin quan n hot ng xut khu
thng c s dng
95%
17%
Th t c c p gi y
ch ng nh n xu t x
i nt
Th t c i v i tu
bi n xu t c nh, nh p
c nh, qu c nh
4%
Th t c khc
33% doanh nghip cho bit c khong trn 80% th tc hnh chnh lin quan n hot ng
xut khu ca cng ty c trin khai trc tuyn.
61
Doanh nghip xut khu c lng s th tc hnh chnh

c trin khai trc tuyn
33%
27%
23%
17%
i 30%
T 30% - 50% T 51% - 80%
Trn 80%
Khi c hi v l do khng s dng cc h thng dch v cng trc tuyn trong hot ng
xut khu, 41% doanh nghip cho bit do h thng dch v cng trc tuyn hot ng khng
n nh, 35% doanh nghip cho bit cha c o to v thc hnh khai bo trn mi
trng trc tuyn, 32% doanh nghip la chn l do trnh t thc hin dch v cng trc
tuyn cha r rng.
L do doanh nghip khng s dng dch v cng trc tuyn
cho hot ng xut khu

2. nh gi hiu qu ca vic s dng dch v cng trc tuyn i vi lnh vc
xut khu
26% doanh nghip tham gia kho st nh gi dch v cng trc tuyn Rt hiu qu, 69%
nh gi Tng i hiu qu.
nh gi dch v cng trc tuyn i vi hot ng xut khu
69%
26%
5%
R t hi u qu
62
ng
i hi u qu
Khng hi u qu
CHNG V
TNH HNH HOT NG CA WEBSITE

THNG MI IN T
I. THNG TIN CHUNG

Nm 2015, Cc TMT v CNTT tin hnh kho st tnh hnh kinh doanh i vi 1.800
thng nhn, t chc s hu website TMT.
1. M hnh v phm vi hot ng
a. M hnh hot ng
Website TMT tham gia kho st bao gm hai loi hnh hot ng: nhm website TMT
bn hng chim t l 89%, nhm website cung cp dch v TMT chim 11%.
M hnh website TMT tham gia kho st
11%
Website cung c p d ch v
Website TM T bn hng
89%
Trong nhm website TMT bn hng, 93% l website bn hng trc tuyn, 7% website cn
li c thit lp vi mc ch gii thiu sn phm v dch v ca doanh nghip.
Phn loi website TMT bn hng
7%
Website bn hng tr c tuy n
Website gi i thi u s n ph m
93%
Trong nhm website cung cp dch v TMT, 92% l sn giao dch TMT, 15% l website
khuyn mi trc tuyn, 3% l website u gi trc tuyn.
Phn loi website cung cp dch v TMT
92%
15%
3%
Sn giao d ch TM T
64
Website khuy n m i tr c
tuy n
Website
u gi tr c tuy n
b. Phm vi hot ng
Cc website TMT c kho st ch yu tp trung ti 2 thnh ph ln l TP. H Ch Minh v
H Ni vi t l tng ng 44% v 40%, 16% website cn li hot ng ti cc a phng khc.
T l website TMT phn theo a phng
16%
40%
H N i
Thnh ph H Ch Minh
Khc
44%
Theo s liu kho st, 76% website c phm vi kinh doanh trn ton quc, 13% website kinh
doanh c trong nc v quc t, 8% website kinh doanh trong a bn tnh, thnh ph ni
thng nhn, t chc t tr s hoc c vn phng i din, 3% website kinh doanh ti th
trng nc ngoi.
Phm vi kinh doanh ca cc website tham gia kho st
3%
13% 8%
Trong t nh/thnh ph
Ton qu c
Qu c t
76%
C trong n
c v qu c t
2. Sn phm, dch v mua bn trn website

Nhm sn phm c mua bn ph bin nht bao gm: hng in lnh, thit b gia dng (22%),
my tnh, in thoi, thit b vn phng (20%), thi trang v ph kin (18%). Nhm chim t l
thp hn ch yu l dch v, bao gm: dch v bt ng sn (6%), dch v vic lm, o to (6%).
Sn phm, dch v c giao dch trn website
D ch v b t ng s n
D ch v vi c lm, o t o
V my bay, tu, xe
D ch v ph n m m, thi t k website, l u tr
th thao, d ngo i
D ch v l u tr v du l ch
t, xe my
M v b
Sch, v n phng ph m, qu t ng
Th c ph m,
u ng
S c kh e, s c p
Xy d ng, nh c a, n i th t, ngo i th t
i n t , k thu t s , thi t b m thanh, hnh nh
Th i trang v ph ki n
My tnh, i n tho i, thi t b v n phng
Hng i n l nh, thi t b gia d ng
6%
6%
7%
8%
9%
9%
10%
12%
14%
15%
16%
17%
17%
18%
20%
22%
CHNG V : TNH HNH HOT NG CA WEBSITE THNG MI IN T
65
3. Ngun vn u t
97% doanh nghip s hu website TMT tham gia kho st t b vn u t, 2% doanh
nghip c u t t ngun vn nc ngoi. Ch c 1% doanh nghip c u t t
ngun vn nh nc.
T l ngun vn u t cho website
1% 2%
V n doanh nghi p
Nh n
ut n
c ngoi
97%
Mt s website c u t t ngun vn nc ngoi

n v
Website
Cng ty CP Foody
foody.vn
Cng ty CP Dch v giao hng nhanh
giaohangnhanh.vn
Cng ty CP Cng ngh Haravan
haravan.com
Cng ty CP Cng ngh Sen
sendo.vn
Cng ty TNHH Keewi
ticketbox.vn
Cng ty CP Tiki
tiki.vn
Cng ty CP V xe r
vexere.com
Cng ty CP Navigos Group Vit Nam
vietnamworks.com
Cng ty CP So snh Vit Nam
websosanh.vn
4. Ngun nhn lc
Theo kho st, t l nhn vin kinh doanh chim 30% trong tng s nhn vin ca cc doanh
nghip hot ng trong lnh vc TMT. Nhn vin h tr in thoi/h tr trc tuyn
chim 20%, nhn vin giao hng chim 19%, nhn vin pht trin ng dng qua in thoi
di ng chim 9% trong tng s nhn vin ca cc doanh nghip ny.
T l phn b ngun nhn lc
30%
19%
17%
9%
66
20%
11%
Nhn vin kinh Nhn vin cng Nhn vin pht Nhn vin php Nhn vin giao Nhn vin h tr
doanh
ngh thng tin tri n ng d ng
l
hng
i n tho i; h tr
cho i n tho i
tr c tuy n
di ng
II. CC TIN CH V CNG C H TR TRN WEBSITE THNG MI IN T

1. Cc tin ch v cng c h tr
a. ng k thnh vin
70% doanh nghip c website tham gia kho st cho bit khng yu cu khch hng ng k
ti khon thnh vin thc hin mua sn phm, dch v trn website. thun tin cho
khch hng khi giao dch, cc website ny cho php khch hng in biu mu t hng,
trong c cung cp thng tin lin lc nhn vin lin h.
Yu cu ng k thnh vin khi mua hng
30%
Khng
C
70%
b. Qun l t hng
Hn 1/2 website TMT (t 52% ti 53%) c cung cp cc tnh nng xc nhn n hng qua
email, tin nhn, cng c gip lc/tm kim sn phm, tin ch gi hng. 49% website c cng
c qun l t hng gip khch hng d dng qun l, theo di cc n hng ca mnh. 5%
website cho php ti ng dng mua hng trn in thoi di ng.
Cc tin ch trn website TMT
Xc nh n
Gi hng
53%
L c/tm ki m s n ph m
53%
n hng qua e-mail, tin nh n

Qu n l
52%
t hng
49%
nh gi s n ph m
37%
Qu n l giao nh n, v n chuy n
18%
So snh s n ph m
11%
nh gi ng i bn, ng i mua
T i ng d ng mua hng trn thi t b di
ng
Cc ti n ch khc
9%
5%
4%
67
c. Tch hp mng x hi
Theo kt qu kho st, 62% website TMT c tch hp mng x hi, trong ch yu l
mng x hi Facebook (70%). Google Plus v Twitter l hai mng x hi t c tch hp
hn (chim t l tng ng 27% v 18%). 3% website tch hp cc mng x hi khc nh
LinkedIn, Instagram
T l website TMT c tch hp mng x hi
38%
Khng
C
62%
Cc trang mng x hi ph bin c tch hp trn website TMT

70%
18%
27%
3%
Facebook
Twitter
Google plus
Khc
2. Chnh sch v dch v h tr

a. H tr trc tuyn
97% cc website TMT c tch hp tnh nng h tr trc tuyn khch hng c th gi yu
cu h tr. Tnh nng ny cn gip doanh nghip theo di thng tin khch truy cp, to dng
mi quan h vi khch hng v nng cao c hi bn hng.
T l website c tnh nng h tr trc tuyn
3%
C
Khng
97%
68
in thoi l cng c h tr khch hng c s dng ph bin nht vi 90% doanh nghip
tham gia kho st c s dng. E-mail v t vn trc tuyn c t l doanh nghip la chn
tng ng l 63% v 60%.
Cc cng c h tr khch hng
90%
60%
63%
4%
i n tho i
T v n tr c tuy n
E-mail
Khc
b. Dch v vn chuyn, giao nhn

57% doanh nghip t t chc hot ng vn chuyn, giao nhn, 10% doanh nghip s dng
dch v vn chuyn, giao nhn ca bn th 3, 33% doanh nghip la chn kt hp c hai
hnh thc t vn chuyn v thu bn ngoi.
Cc hnh thc vn chuyn, giao nhn
33%
T v n chuy n
57%
10%
Thu bn th 3
C hai hnh th c
c. Chnh sch bo hnh, bo tr

Theo kt qu kho st, 66% website TMT c cng b v thc hin chnh sch bo hnh, bo
tr i vi hng ha, dch v cung cp trn website. 11% website TMT c chnh sch bo
hnh, bo tr do nh cung cp/i tc/ngi bn cng b v thc hin.
Chnh sch bo hnh, bo tr i vi hng ha/dch v
11%
23%
Khng
66%
Do ng
i bn quy
nh
69
d. Chnh sch i, tr hng v hon tin

63% website TMT c cng b v thc hin chnh sch i, tr hng v hon tin. 12%
website TMT, trong ch yu l website cung cp dch v TMT c chnh sch i, tr
hng v hon tin do nh cung cp/i tc/ngi bn quy nh. 25% website TMT khng
c chnh sch ny.
Chnh sch i, tr hng v hon tin
12%
C
25%
63%
Khng
Do ng
i bn quy
nh
. Gii quyt tranh chp, khiu ni

82% website TMT tham gia kho st c chnh sch gii quyt tranh chp, khiu ni nhm
h tr khch hng. Trong s , 77% c cng b chnh sch ny trn website khch hng
d dng tm hiu thng tin trc khi quyt nh mua hng ha, dch v.
Chnh sch gii quyt tranh chp, khiu ni
18%
C
Khng
82%

e. C ch v quy trnh r sot, kim duyt thng tin
70% website TMT c c ch, quy trnh r sot v kim duyt thng tin v sn phm/hng
ha/dch v trc khi ng ti trn website, 30% website TMT khng c c ch ny.
C ch v quy trnh r sot, kim duyt thng tin
30%
C
70%
Khng

g. Chnh sch bo v thng tin c nhn
89% website TMT c chnh sch bo v thng tin c nhn. Trong 79% website c cng
b chnh sch ny trn website.
70
Chnh sch bo v thng tin c nhn

11%
C
Khng
89%
h. Bin php m bo an ton thng tin

87% website TMT tham gia kho st c chnh sch v m bo an ton thng tin. Cc bin
php m bo an ton thng tin bao gm: ban hnh chnh sch, quy nh ca cng ty (61%),
trin khai quy trnh m bo an ton thng tin (44%), trin khai cc gii php k thut hoc
mua sm trang thit b (13%).
Cc bin php m bo an ton thng tin ca doanh nghip
61%
44%
17%
13%
Ban hnh chnh sch, Tri n khai gi i php Tri n khai quy trnh
quy nh c a cng ty k thu t, mua s m
m b o an ton
trang thi t b
thng tin
Khc
3. Hnh thc thanh ton

Hin nay, cc website TMT p ng c c nhu cu thanh ton trc tuyn v khng trc
tuyn ca khch hng. Hai hnh thc c s dng nhiu nht l thanh ton trc tip ti
cng ty vi 87% website TMT chp nhn v thanh ton chuyn khon vi 77% website
chp nhn. Thanh ton khi nhn hng (COD) c 64% website chp nhn. Hnh thc
thanh ton trc tuyn bng th tn dng, th ghi n, v in t, tin nhn SMS c 25%
website s dng.
Cc hnh thc thanh ton trn website TMT
87%
77%
64%
25%
2%
Thanh ton
Thanh ton khi
trc tip ti cng ty nh n hng (COD)
Thanh ton
trc tuyn
Thanh ton
chuyn khon
Hnh thc
thanh ton khc
71
i vi cc website c tch hp gii php thanh ton trc tuyn, cc nh cung cp dch v
trung gian thanh ton ph bin c doanh nghip la chn s dng l Bo Kim (40%),
Ngn lng (20%), One Pay (10%), BankNetVN (5%). 4% website la chn cng c v in
t quc t Paypal.
5 nh cung cp dch v trung gian thanh ton ph bin
40%
20%
10%
5%
B o Kim
Ngn L
ng
OnePay
Banknetvn
4%
Paypal
III. TNH HNH KINH DOANH TRN CC WEBSITE THNG MI IN T

1. Website thng mi in t bn hng
Theo kt qu kho st, nm 2015 cc doanh nghip u t nhiu hn cho website TMT bn
hng, tng chi ph tng trung bnh khong 30% so vi nm 2014.
a. Nhm mt hng c mua nhiu nht
Nhm hng ha, dch v ph bin trn cc website TMT l nhm my tnh, in thoi, thit
b vn phng vi t l 14%. Nhm thi trang v ph kin ng v tr th hai vi t l 11%,
nhm hng in lnh v thit b gia dng (10%). Nhm dch v lu tr v du lch; nhm in
t, k thut s, thit b m thanh, hnh nh v nhm sch, vn phng phm, qu tng l 3
nhm t ph bin vi t l t 4% ti 5%.
Nhm hng ha, dch v bn chy trn website TMT
D ch v l u tr v du l ch
i n t , k thu t s , thi t b m thanh, hnh nh
Sch, v n phng ph m, qu t ng
V my bay, tu, xe
S c kh e, s c p
Th c ph m,
u ng
Xy d ng, nh c a, n i th t, ngo i th t
Hng i n l nh, thi t b gia d ng
Th i trang v ph ki n
My tnh, i n tho i, thi t b v n phng
72
4%
5%
5%
6%
7%
7%
7%
10%
11%
14%
b. Gi tr hng ha, dch v c mua nhiu nht

37% ch website cho bit gi tr hng ha, dch v c mua nhiu nht trn cc website
TMT c mc gi t 100.000 - 500.000 ng.
Gi tr hng ha, dch v c mua nhiu nht trn cc website TMT
37%
18%
15%
100.000 - 500.000 500.000 - 1.000.000

1.000.000 ng
ng
3.000.000 ng
16%
14%
3.000.000 Trn 5.000.000

5.000.000 ng
ng
c. T l khch hng mua hng ln th hai tr ln

76% website TMT bn hng tham gia kho st theo di c lng khch hng mua hng
ln th hai tr ln ti website. Trong s , 37% website c t l khch hng quay tr li
website t 10% - 30%. 11% website c t l khch quay li t 30%- 50%.
T l khch hng mua hng ln th hai tr ln
24%
20%
i 10%
10%-30%
30%-50%
8%
11%
37%
Trn 50%
Khng xc
nh
d. T l n hng o
Trong s cc website TMT bn hng cho php t hng trc tuyn, t l n hng o trung
bnh chim khong 15%. y l nhng n hng khng xc nh c ngi mua do ngi
mua t hng vi thng tin sai, n hng b hy ngay sau khi t hng hoc ngi mua
khng tin hnh xc nhn n hng.
. Hiu qu kinh doanh
Tng doanh thu trong 10 thng u nm 2015 ca 839 website TMT bn hng tham gia
kho st c t 11.624 t ng. So vi nm 2014, doanh thu 10 thng u nm ca 875
website TMT bn hng tham gia kho st l 8.084 t ng.
73
Doanh thu website TMT bn hng (t ng)

11.624
8.084
2014
2015
Nm 2015, cc website TMT bn hng c doanh thu ln a phn thuc nhm website kinh
doanh cc mt hng nh: v my bay, in lnh, thit b gia dng, in t v k thut
s, thit b m thanh, hnh nh.
Cc website TMT tham gia kho st dn u v doanh thu bn hng
Tn n v
Website
Tng cng ty Hng khng Vit Nam

Cng ty CP Th gii di ng
Cng ty CP VNG
Cng ty CP Bn l k thut s FPT
Cng ty TNHH Recess
Cng ty CP Thng mi Nguyn Kim
Cng ty CP Pico
Cng ty TNHH Cao Phong
Cng ty TNHH Thng mi VHC
Cng ty TNHH K ngh Phc Anh
vietnamairlines.com
thegioididong.com
esale.zing.vn
fptshop.com.vn
lazada.vn
nguyenkim.com
pico.vn
dienmaycholon.vn
hc.com.vn
phucanh.vn
2. Website cung cp dch v thng mi in t

a. Nhm mt hng c giao dch nhiu nht
My tnh, in thoi, thit b vn phng v thi trang v ph kin l 2 nhm mt hng c
giao dch nhiu nht trn cc website cung cp dch v TMT vi ng t l l 23%. Nhm
dch v bt ng sn chim 12%, thc phm ung 10%, dch v lu tr v du lch 8%.
Hng ha/dch v c giao dch nhiu trn website cung cp dch v TMT
23%
23%
12%
My tnh,
Thi trang v
in thoi, thit b ph kin
vn phng
74
Dch v
bt ng sn
10%
Thc phm,
ung
8%
Dch v lu tr
v du lch
b. Ngun thu chnh ca website

54% ch website cung cp dch v TMT tham gia kho st cho bit ngun thu chnh ca
website l t hot ng qung co, 23% website thu ph da trn gi tr n hng. Khong
12% - 18% website c cc ngun thu nh ph th thnh vin, hot ng trc tip t bn hng
ha, dch v v t ngun thu khc.
Ngun thu chnh ca website cung cp ch v TMT
54%
23%
18%
16%
Tr c ti p bn
hng ha, d ch v
Qu ng co
Thu ph % d a
trn n hng
Ph/Th
thnh vin
12%
Ngu n thu khc
c. Doanh thu t hot ng cung cp dch v thng mi in t ca website

105 website cung cp dch v TMT tham gia kho st c cung cp s liu cho bit tng
doanh thu t hot ng cung cp dch v TMT (thu ph gian hng, thu ph thnh vin,
qung co, ph da trn % n hng) trong 10 thng u nm 2015 c t 1.960 t ng.
So vi cng k nm 2014, tng doanh thu cc website ny t 806 t ng.
Tng doanh thu t hot ng cung cp dch v TMT (t ng)
1.960
806
2014
2015
75
Di y l cc website TMT tham gia kho st c doanh thu cao t hot ng cung cp
dch v TMT (s liu do doanh nghip cung cp).
Cc website tham gia kho st c doanh thu cao t hot ng
cung cp dch v TMT
Tn n v
Website
Cng ty TNHH Recess
lazada.vn
Cng ty C phn gii php Cng ngh Ha Bnh
chodientu.vn
Cng ty TNHH Hotdeal
hotdeal.vn
Cng ty C phn Vt gi Vit Nam
vatgia.com
Cng ty C phn VCCORP
enbac.com
Cng ty C phn VCCORP
rongbay.com
Cng ty C phn Cng ngh Sen
sendo.vn
Cng ty TNHH Cng Mua
cungmua.com
Cng ty C phn Qung co trc tuyn 24H
deca.vn
Cg ty TNHH Vin-Ecom
adayroi.com
* Th t trn khng phn nh xp hng v tng doanh thu ca doanh nghip.
d. Website khuyn mi trc tuyn

Tng doanh thu t vic thc hin khuyn mi cho nh cung cp, ngi bn trn website
trong 10 thng u nm 2015 ca cc website khuyn mi trc tuyn tham gia kho st c
t 1.181 t ng. So vi cng k nm 2014, tng doanh thu ca cc website ny l 960 t
ng.
Tng doanh thu ca cc website khuyn mi trc tuyn (t ng)
1.181
960
2014
2015
Th phn v doanh thu giao dch ca cc website khuyn mi trc tuyn

13%
9%
10%
hotdeal.vn
49%
19%
76
muachung.vn
cungmua.com
nhommua.com
Khc
Lng tin tit kim ca 30 website khuyn mi trc tuyn cho ngi tiu dng trong 10
thng u nm 2015 c t 319 t ng. Trong khi , lng tin tit kim ca 40 website
khuyn mi trc tuyn cho ngi tiu dng trong 10 thng u nm 2014 t 276 t ng.
Lng tin tit kim ca cc website khuyn mi trc tuyn (t ng)
319
276
2014
2015
IV. KH KHN, TR NGI KHI VN HNH WEBSITE THNG MI IN T

Theo kt qu kho st, 31% website TMT gp kh khn do ngun nhn lc cha p ng
c yu cu ca pht trin TMT, 25% website nh gi vic khch hng thiu tin tng
vo cht lng hng ha hoc lo ngi v vn an ton khi thanh ton trc tuyn gy cn tr
cho hot ng kinh doanh ca doanh nghip, 22% website cho rng chi ph cho dch v vn
chuyn giao nhn cn cao. Bn cnh , cnh tranh khng lnh mnh gia cc doanh nghip
cng gy kh khn cho 20% website. Cc tr ngi khc nh khch hng lo ngi v vn
thng tin c nhn b tit l, mua bn; an ninh mng cha m bo; kh khn trong vic tch
hp thanh ton in t gy tr ngi t hn, nh hng ti khong 10 -17% website TMT.
Kh khn, tr ngi khi vn hnh website TMT
Khch hng lo thng tin c nhn b mua bn, ti t l
An ninh m ng ch a
mb o
Kh kh n trong tch h p thanh ton i n t

C nh tranh khng lnh m nh
Chi ph v n chuy n, giao nh n cn cao
Khch hng lo ng i v an ton khi thanh ton tr c tuyn
Khch hng thi u tin t
ng vo ch t l
ng hng ha
Ngu n nhn l c ch a p ng yu c u
10%
15%
17%
20%
22%
25%
25%
31%
77
CHNG VI
THNG MI IN T TRN
NN TNG DI NG
I. TNH HNH THAM GIA THNG MI IN T TRN NN TNG DI NG

TRONG CNG NG
1. Thng tin chung
Nm 2015, Cc TMT v CNTT tin hnh iu tra kho st v tnh hnh s dng cc thit
b di ng mua sm qua mng ca 467 ngi tiu dng ti 2 thnh ph ln l H Ni v
TP. H Ch Minh; trong c 57% ngi tham gia kho st l n v 43% l nam.
T l gii tnh tham gia kho st
43%
57%
Nam
N
47% ngi tham gia kho st c tui t 26 - 35 tui, 29% ngi tham gia kho st c
tui t 18 - 25 tui. Trn 55 tui chim t l 6% s ngi tham gia kho st.
tui ngi tham gia kho st
18%
18 - 25 tu i
6%
47%
26 - 35 tu i
36 - 55 tu i
Trn 55 tui
29%
93% ngi tham gia kho st cho bit c s hu t nht mt thit di di ng thng minh
(in thoi thng minh, my tnh bng, ng h thng minh). Trong s , 95% s hu cc
loi in thoi thng minh, 34% s hu my tnh bng.
T l ngi tham gia kho st s hu thit b di ng
Khng s d ng
ng h thng minh
7%
9%
My tnh b ng
i n tho i thng minh
80
34%
95%
T 6 gi - 8 gi l khong thi gian ngi tiu dng truy cp Internet bng cc thit b di
ng cao nht chim 59%.
Thi gian s dng cc loi thit b di ng truy cp Internet
i n tho i di
ng/My tnh b ng
41%
70%
59%
30%
6 gi - 8 gi
8 gi - 18 gi
My tnh
bn/my tnh xch tay
42%
44%
58%
56%
18 gi - 22 gi
Sau 22 gi
2. Thi quen s dng thit b di ng trong mua sm

a. Tm kim thng tin trc khi ra quyt nh mua hng
88% ngi tham gia kho st tm kim thng tin v hng ha, dch v trc khi ra quyt
nh mua hng qua cc thit b di ng. Trong , 45% cho bit c s dng cc thit b di
ng t nht 1 ln/ngy tm kim thng tin mua hng, 24% s dng t nht 1 ln/tun.
Tn sut s dng thit b di ng tm kim thng tin mua hng
t nh t 1 l n/thng
29%
t nh t 1 l n/tu n
24%
45%
t nh t 1 l n/ngy
12%
Khng s d ng
47% ngi tham gia kho st s dng thit b di ng tm kim thng tin v sn phm ti
ca hng, 25% tm kim thng tin qua bn b, 28% hi trc tip nhn vin bn hng.
Hnh thc tm kim thng tin v sn phm ti ca hng
47%
25%
S d ng thi t b di
ng
H i b n b, khch hng khc
28%
H i tr c ti p nhn vin c a hng
CHNG VI : THNG MI IN T TRN NN TNG THIT B DI NG
81
Trong s 47% ngi s dng in thoi di ng tm kim thng tin khi mua sm ngay ti
ca hng, c 31% s dng thit b di ng t 10 - 20 pht, 30% s dng t 5 - 10 pht.
Thi gian trung bnh s dng thit b di ng tm kim thng tin ti ca hng
30%
31%
24%
15%
i 5 pht
T 5 pht - 10 pht T 10 pht - 20 pht
Trn 20 pht
b. t hng qua thit b di ng

27% ngi tiu dng tham gia kho st cho bit tng t hng thng qua thit b di ng16.
T l t hng thng qua thit b di ng
27%
73%
C
Ch a bao gi
c. Gi tr n hng mua sm trc tuyn qua thit b di ng

40% ngi tiu dng cho bit gi tr n hng mua qua thit b di ng thng di 100.000
ng. 36% ngi tiu dng thng mua n hng c gi tr t 100.000 - 500.000 ng,
24% ngi tiu dng chi trn 500.000 ng cho cc n t hng qua thit b di ng.
c tnh gi tr trung bnh ca n hng mua sm trc tuyn
qua thit b di ng
Trn 500.000
ng
T 100.000 - 500.000
ng
i 100.000
ng
24%
36%
40%
Thao tc t hng c thc hin thng qua ng dng mua sm trn di ng hoc trn phin bn di
ng ca website TMT - khng bao gm t hng bng phng thc gi in thoi.
16
82
d. Cc hnh thc thanh ton qua thit b di ng

47% ngi tiu dng s dng thit b di ng mua sm trc tuyn la chn hnh thc
thanh ton bng th (ATM/th quc t), 41% tng thanh ton bng tin nhn hoc th co
in thoi.
Cc hnh thc thanh ton ch yu
47%
Thanh ton b ng th (ATM, Qu c t )

Tin nh n, th co i n tho i
Hnh th c khc
41%
12%
II. NG DNG THNG MI IN T TRN NN TNG DI NG TRONG

DOANH NGHIP
Thng 12 nm 2015, Cc TMT v CNTT tin hnh kho st th im vi quy m nh v
tnh hnh ng dng TMT trn nn tng di ng. i tng kho st l 150 doanh nghip
tham gia chng trnh Ngy mua sm trc tuyn nm 2015.
1. Thng tin chung
77% doanh nghip tham gia kho st l doanh nghip bn hng. Cc doanh nghip cung cp
dch v h tr TMT chim 7%, doanh nghip cung cp gii php t v trc tuyn chim
5%. Doanh nghip cung cp gii php Logistics, gii php thanh ton, dch v tm kim,
mng x hi v kinh doanh ni dung s chim 11% i tng tham gia kho st.
Lnh vc hot ng ca doanh nghip tham gia kho st
Doanh nghi p kinh doanh d ch v tm ki m, m ng x h i
Doanh nghi p kinh doanh n i dung s
1%
3%
Doanh nghi p cung c p gi i php thanh ton
3%
Doanh nghi p cung c p gi i php Logistics
4%
Doanh nghi p cung c p gi i php
t v tr c tuy n
Doanh nghi p cung c p cc d ch v h tr
5%
7%
Doanh nghi p bn hng
77%
83
75% doanh nghip c website phin bn dnh cho di ng, 29% doanh nghip ng dng nn
web (web-based application), 8% c ng dng dnh ring cho di ng (native application).
T l doanh nghip ng dng TMT trn nn tng di ng
i vi cc doanh nghip pht trin ng dng dnh ring cho di ng (native application)
kho ng dng ca Google l ni phn phi c a chung nht vi 47% s doanh nghip
s dng, 32% doanh nghip s dng Apple Store.
Kho ng dng di ng ph bin c doanh nghip s dng
47%
32%
20%
9%
Apple Store
Google Play
Windows Phone Store
Blackberry World
2. C cu u t ca doanh nghip cho nn tng di ng

a. Ngun nhn lc
Trong s cc doanh nghip trin khai ng dng TMT trn nn tng di ng, 48% doanh
nghip c nhn s chuyn trch xy dng v vn hnh ng dng trn nn tng di ng. 52%
doanh nghip cn li cho bit cn b kim nhim ph trch c mng website v di ng.
Cn b chuyn trch xy dng v vn hnh ng dng trn nn tng di ng
52%
84
48%
C
Khng
b. C cu chi ph
Cc doanh nghip u t vo TMT trn nn tng di ng mi dng mc thm d, do
c cu u t cng thay i ty theo thi im. Ti thi im kho st, 67% doanh nghip
cho bit dnh di 20% tng ngun lc u t hot ng TMT u t pht trin TMT
trn nn tng di ng, 7% doanh nghip tp trung trn 50% tng s ngun lc pht trin
TMT trn nn tng di ng.
T l u t vo TMT trn nn tng di ng
67%
26%
7%
D
i 20%
T 20
n 50%
Trn 50%
c. Chi ph qung co ca doanh nghip qua thit b di ng

74% doanh nghip cho bit chi ph qung co qua thit b di ng chim di 20% tng ngn
sch qung co, 23% doanh nghip c chi ph qung co trn chim t 20% - 50% tng ngn
sch qung co.
T l chi ph qung co qua thit b di ng/tng ngn sch qung co
74%
23%
3%
D
i 20%
T 20% - 50%
Trn 50%
37% doanh nghip tham gia kho st cho bit c thc hin cc chng trnh khuyn mi
dnh ring cho khch hng s dng thit b di ng.
Khuyn mi dnh ring cho nn tng di ng
37%
63%
C
Khng
85
3. Cc dch v h tr gia tng c cung cp trn nn tng di ng

Ba dch v gia tng ph bin nht cung cp cho khch hng mua sm qua thit b di ng
gm: chng trnh chm sc khch hng (45%), dch v t vn trc tuyn (40%) v dch v
cung cp m khuyn mi (38%).
Dch v h tr gia tng c cung cp trn nn tng di ng
74%
23%
3%
D
i 20%
T 20% - 50%
Trn 50%
Theo kt qu kho st, 77% doanh nghip cho php khch hng thc hin ton b qu trnh
mua sm trn thit b di ng (thng qua phin bn website dnh cho di ng hoc ng dng
di ng ci t trn my).
T l doanh nghip cho php khch hng thc hin ton b qu trnh mua sm
trn thit b di ng
23%
C
Khng
77%
4. Mc tng tc ca khch hng trn nn tng di ng

a. Ti khon mua sm c khi to trn thit b di ng
74% doanh nghip cho bit t l s ti khon c ng k qua thit b di ng chim di
20% so vi my tnh bn/my tnh xch tay.
T l s ti khon c khi to mi qua di ng
74%
21%
86
i 20%
T 20% - 50%
5%
Trn 50%
b. Khch hng chia s ng dng trn qua thit b di ng

75% doanh nghip cho bit ch di 20% khch hng c chia s ng dng vi ngi khc
qua thit b di ng.
Chia s ng dng qua mi trng thit b di ng
75 %
23 %
2%
T 20% - 50%
i 20%
Trn 50%
So snh tng quan trn tng thi gian khch hng truy cp h thng website/ng dng ca
doanh nghip qua cc phng tin khc nhau, 58% doanh nghip cho bit khi truy cp bng
thit b di ng khch hng ch lu li trn h thng khng qu 5 pht. Vi cc phin truy
cp c thi gian t 5 pht tr ln, khch hng c xu hng s dng my tnh bn hoc
my tnh xch tay nhiu hn thit b di ng.
Thi gian khch hng lu li trung bnh
58%
Trn thi t b di
ng
Trn my tnh
bn/my tnh xch tay
49%
28%
33%
11%
Di 5 pht
T 5 pht - 10 pht
12%
T 10 pht - 20 pht
3%
6%
Trn 20 pht
So snh t l khch hng cung cp phn hi hoc bnh lun v sn phm/dch v trn cc
loi nn tng di ng, phn hi qua website phin bn di ng nhiu hn phn hi qua ng
dng di ng, vi t l tng ng l 54% v 46%.
So snh t l phn hi trn cc loi nn tng di ng
46%
54%
Phn hi qua website phin bn di ng

Phn hi qua ng dng di ng
87
5. nh gi hiu qu ng dng thng mi in t trn nn tng di ng

Doanh nghip tham gia kho st nh gi v hiu qu u t TMT trn nn tng di ng theo thang
im t 1 - 5 (im 5 l cao nht), im nh gi trung bnh ca cc doanh nghip l 3,63. Trong , trn
21% doanh nghip nh gi hiu qu cao cho hot ng qung co trn nn tng di ng, 27% doanh
nghip nh gi hiu qu cao v vic u t TMT trn nn tng di ng.
Hiu qu ng dng TMT trn nn tng di ng
21%
Hi u qu cao
24%
Hi u qu
ng
i hi u qu
Hi u qu th p
Khng hi u qu
88
27%
27%
28%
8%
40%
10%
7%
8%
Hiu qu qung co trn nn tng di ng

Hiu qu u t thng mi in t trn nn tng di ng
CHNG VII
O TO NGUN NHN LC
CHO THNG MI IN T
I. TNH HNH O TO THNG MI IN T TI CC TRNG I HC

V CAO NG
Nm 2015, Cc TMT v CNTT tin hnh iu tra kho st tnh hnh o to chnh quy
TMT ti 164 trng i hc v cao ng trn phm vi ton quc.
1. Quy m o to thng mi in t
Trong s 164 trng tham gia kho st, c 96 trng trin khai hot ng o to TMT,
trong c 67 trng i hc v 29 trng cao ng. S trng o to TMT tng 19
trng so vi nm 2010 v tng 8 trng so vi nm 2012.
S trng o to TMT qua cc nm
67
52
49
36
28
29
ih c
Cao
2010
2012
ng
2015
Nm 2015, s trng o to TMT bc i hc chim 70%, tng 13% so vi nm 2012; bc

cao ng chim 68%; cao ng ngh chim 11%. o to TMT cho bc sau i hc chim
t l 8%.
T l cc trng o to TMT theo trnh
2010
2012
68% 68% 68%
4%
Cao
90
2015
61%
57%
10% 11%
ng ngh
70%
10%
Cao
ng
ih c
Sau
9%
8%
ih c
TMT c ging dy vi vai tr l mt mn hc t chn hoc b tr vi 79% s trng s

dng hnh thc ny, 10% trng o to chuyn ngnh TMT, 5% trng c ngnh TMT .
Hnh thc o to TMT ti cc trng
79%
Mn TM T
10%
Chuyn ngnh TM T
Cc mn c lin quan
n TM T
6%
Ngnh TM T
5%
2. Ging vin thng mi in t

Theo s liu kho st, t l ging vin TMT c o to ng chuyn ngnh TMT mi
chim 26% tng s ging vin, cn li a s l ging vin cc ngnh khc c bi dng
thm v TMT. Tuy nhin, so vi cc nm trc t l ging vin c chuyn ngnh TMT
ang c chiu hng tng.
T l ging vin o to v TMT
91%
79%
74%
Gi ng vin chuyn ngnh khc
19%
2010
21%
2012
26%
Gi ng vin chuyn ngnh TM T
2015
T l ging vin TMT trnh thc s l 74%, trnh tin s l 14%, trnh c nhn, k
s l 12%.
T l trnh ging vin o to TMT
12% 14%
Ti n s
Th c s
74%
C nhn/k s
CHNG VII : O TO NGUN NHN LC CHO THNG MI IN T
91
3. Phng thc ging dy thng mi in t

a. Gio trnh
nh gi mc ph thuc vo cc ngun ti liu theo thang im t 1 5 (ph thuc t: 1;
ph thuc nhiu: 5), kt qu cho thy s im v mc ph thuc vo cc ngun ti liu ln
lt l: ti liu t bin son: 3,65 im, ti liu trong nc: 3,6 im, ti liu nc ngoi: 3
im, ti liu t cc ngun khc: 2,35 im.
Mc ph thuc vo cc ngun ca gio trnh
3,65
3,6
3
2,35
c ngoi
Trong n
T bin so n
Khc
26,6% trng c tip nhn (tham kho hoc s dng) cc chng trnh hc ngn hn ca
nc ngoi nh Anh, c, Mvo chng trnh ging dy ca mnh.
T l trng tip nhn chng trnh ging dy ca cc nc pht trin
26,6%
24,8%
23,9%
12,8%
Ch
11,9%
ng trnh h c Ch ng trnh h c Ch ng trnh h c Ch

ng n h n
di h n cao
ngh
ng trnh h c Ch ng trnh h c
ih c
sau i h c
Ni dung ph bin nht trong cc gio trnh, ti liu v TMT l Tng quan v tnh hnh
TMT, chim 95%. Cc ni dung khc nh: chnh sch php lut TMT (89%), an ninh, an
ton trong TMT (86%), giao dch TMT (83%).
Cc ni dung ph bin ca gio trnh TMT
T ng quan TM T
95%
Chnh sch, php lu t TM T
89%
An ton, an ninh trong TM T
86%
Giao d ch trong TM T
Chi n l
83%
c, k ho ch, cch th c ng d ng TM T hi u qu
Cng ngh
81%
ng d ng trong TM T
78%
D n TM T
Khc
92
16%
5%
b. Thc hnh
Theo s liu kho st, 38,5% trng c tng s gi thc hnh cc mn TMT chim 30%
trn tng thi lng hon thnh tn ch mn hc, 27,1% trng dnh 20% thi lng thc
hnh, 18,8% trng dnh 10% gi thc hnh, 15,6% trng p dng thi gian thc hnh t
hn 10%.
T l gi thc hnh/tng thi lng tn ch
38,5%
27,1%
18,8%
30%
20%
10%
15,6%
i 10%
II. NHU CU NGUN NHN LC THNG MI IN T

1. Nhu cu th trng tuyn dng
Tnh n thng 9/2015, c nc c hn 513.000 doanh nghip vi hn 12,8 triu lao ng17.
Theo kho st ca Cc TMT v CNTT nm 2015, c khong 45% doanh nghip c trang
thng tin in t cp nht nh k thng tin hot ng v qung b sn phm. S lng
doanh nghip s hu website TMT c khong 200.000 doanh nghip. Nu c tnh mi
doanh nghip c t nht 1 nhn s chuyn trch v TMT, c th l nhn vin v k thut,
bn hng qua mng, marketing, giao nhn, qun tr nhn s, qun l th tng nhu cu
nhn lc chuyn trch ln ti t nht 200.000 ngi.
Theo Vietnamworks.com (website tuyn dng hin xp th 171 website c lng ngi truy
cp cao nht Vit Nam)18, nhu cu tuyn dng ca ngnh Internet/Online Media tng mnh
trong nhng nm gn y. Cc v tr lin quan n TMT nh Internet/Online Media chim
9% nhu cu tuyn dng trn website ny. Cc ngnh ngh ph bin khc nh bn hng
chim 16,5%; marketing 12%; k ton kim ton 8%.
Nhu cu tuyn dng ca mt s ngnh trng im
16,5%
12%
9%
8%
Internet/Online Media
Bn hng
Marketing
K ton/kim ton
Ngun: Vietnamworks.com
17
18
S liu ca Tng cc Thng k nm 2015

Bng xp hng trn www.alexa.com
CHNG VII : O TO NGUN NHN LC CHO THNG MI IN T
93
2. p ng ngun nhn lc
Theo kho st c thc hin ti Trng i hc Thng mi - mt trong nhiu trng c
o to ngnh TMT do Cc TMT v CNTT t chc s lng sinh vin 6 kha tt nghip
ngnh TMT ca trng ny l 1.623 ngi. Trong , 93% sinh vin ra trng tm c
vic lm ng chuyn ngnh o to.
S lng sinh vin tt nghip ngnh TMT qua cc nm
358
327
271
206
198
2009
2010
2011
263
2012
2013
2014
V t l k nng c o to trong trng p ng yu cu ca cng vic, kho st cho thy

k nng thc hnh s dng cc cng c mng Internet c t l p ng vi cng vic cao
nht, chim 72%. Cc k nng khc nh kh nng khc phc s c thng thng ca my
tnh, qun l c s d liu, qun tr website TMT v cc giao dch trc tuyn c t l thp
hn, trong k nng xy dng v trin khai k hoch kinh doanh in t v d n TMT
chim t l thp nht 52%.
T l cc k nng c o to trong trng p ng vi cng vic ang lm
72%
58%
58%
55%
54%
53%
52%
94
PH LC 1
NGY MUA SM TRC TUYN 2015

A. THNG K TRUY CP
1. S lng truy cp
Ngy mua sm trc tuyn nm 2015 (NMSTT 2015) c t chc vo th 6, ngy 4/12/2015.
Thng k s lng truy cp ca ngi tiu dng t website www.onlinefriday.vn v t
website ca cc doanh nghip trong ngy ny nh sau:
a. Truy cp trn h thng www.onlinefriday.vn
- Tng s lt truy cp: 2.556.127
- Tng s lt xem thng tin/khuyn mi: 16.875.173
- S lt ti App Online Friday: 11.000 (trn nn tng iOS, Android, Windows)
- S lt xem, truy cp App Online Friday: 432.253
- Thi gian trung bnh mt phin truy cp: 7.09 pht
b. Truy cp trn cc website doanh nghip
- Tng s lt truy cp: 18.770.463 (tng 3,4 ln so vi ngy trung bnh trong nm)
- Tng lt xem sn phm: 75.436.041
2. a im truy cp
T l ngi mua hng trong NMSTT 2015 tp trung ch yu TP. H Ch Minh v H Ni
vi t l tng ng 37% v 35%. Nng v Hi Phng l 2 thnh ph c t l truy cp xp
th 3, chim 3%. Cc a phng cn li trong c nc c t l truy cp l 22%.
T l truy cp theo a phng
22%
3%
3%
TP. H Ch Minh
37%
H N i
H i Phng
N ng
35%
T nh, thnh khc
3. Thit b truy cp
Trong NMSTT 2015, my tnh bn/my tnh xch tay l cng c c ngi tiu dng s
dng truy cp nhiu nht vi t l 59%. Truy cp t in thoi di ng chim 33,8%, t
my tnh bng chim 7,2%.
95
Th ng k theo l
My tnh
t truy c p
bn/my tnh xch tay
i n tho i di
My tnh b ng
ng
My tnh
t xem thng tin
bn/my tnh xch
i n tho i di
My tnh b ng
7,2%
33,8%
Th ng k theo l
ng
8%
28%
59%
64%
28% khch hng truy cp trc tip vo h thng ca NMSTT, 33% truy cp t cc cng c
tm kim, 35% truy cp t bo in t.
35%
28%
33%
4%
Truy c p tr c ti p
M ng x h i/di n n
Bo i n t
Cng c tm ki m
B. THNG K V GIAO DCH

S liu thng k giao dch c tng hp t 300/2.271 doanh nghip tham gia NMSTT
201519.
1. Thng k giao dch
- Tng doanh thu ca cc doanh nghip: 580 t ng (tng 4,98 ln so vi ngy trung bnh trong
nm).
- Tng gi tr hng ha giao dch (trc khuyn mi): 786 t ng.
- Tng s n hng: 701.607 (tng 4,23 ln so vi ngy trung bnh trong nm).
S liu Ngy mua sm trc tuyn 2014:
- Tng s n hng c tnh 160.055 n, tng 3,18 ln so vi ngy trung bnh trong nm 2014.
- Tng gi tr hng ha giao dch ca cc doanh nghip tham gia trong ngy 154 t ng, tng 2,48 ln so
vi ngy trung bnh trong nm 2014.
(Gi tr hng ha l gi tr sn phm trc khi gim gi, khuyn mi)
19
96
300 doanh nghip ni bt chim 80% th trng.
Gi tr hng ha c mua sm ph bin

(n v: t ng)
266,5
170
35
i n my Thi t b
s
30
25
Th i
trang
23
12,5
Th thao/ Khc
i
Du l ch
dng
dng S c kh e Sch/
v hng m v b gia nh v lm
khng
p
Trong NMSTT nm nay, cc doanh nghip cho bit s lng n hng h nhn c tng
5 ln so vi ngy trung bnh trong nm. C th nhm doanh nghip c doanh s nh hn
100 triu ng/ngy c mc tng trng 3,72 ln, nhm doanh nghip c doanh s ln hn
500 triu ng/ngy c mc tng trng 3,81 ln. Nhm doanh nghip c doanh s t 100
triu 500 triu ng/ngy c mc tng trng l 6,03 ln.
T l n hng so vi ngy trung bnh ca doanh nghip
2014
3,25
< 100 tri u
2015
6,03
3,72
3,48
2,45
ng
100 tri u - 500 tri u
ng
3,81
> 500 tri u
ng
3. Cc dch v h tr thng mi in t
a. Hnh thc thanh ton
thc y v gip ngi tiu dng ti Vit Nam tri nghim thanh ton trc tuyn, 8 ngn
hng trin khai hot ng h tr khuyn mi (cash back) cho ch th thanh ton trc tuyn
trong NMSTT 2015.
- S ngn hng tham gia khuyn mi cho ch th: 8 ngn hng (Vietinbank, Sacombank,
BIDV, Kin Long bank, Bo Vit bank, Maritime bank, Seabank, An Bnh bank)
- S n hng c hng khuyn mi khi giao dch qua ngn hng: 1.735
- Tng gi tr khuyn mi hon tin cho khch hng: 521.522.000 ng
- Tng s n hng thanh ton trc tuyn bng th ca 8 ngn hng: 26.615 giao dch, chim
76% s giao dch thanh ton trc tuyn bng th ca ton th trng trong ngy 4/12/2015.
- Tng s giao dch thanh ton trc tuyn c tnh ca 8 ngn hng tng 2,1 ln so vi ngy
bnh thng
97
Hnh thc thanh ton

92%
4%
1,5%
Ti n m t khi
nh n hng
1,5%
Chuy n kho n Th thanh ton

qua ngn hng
Internet
Banking
0,5%
0,5%
Mobile Banking
Khc
b. Dch v chuyn pht

- Tng s n hng s dng dch v chuyn pht: 273.000 n hng (chim 39% tng s
n hng trong NMSTT)
- T l n hng bo hy (doanh nghip bo hy n chuyn pht): 19%
- Tng s n hng do VnPost v Viettel Post h tr 50% ph chuyn pht: 141.600 n hng
(chim 20% tng s n hng trong NMSTT)
- Tng gi tr ph chuyn pht c h tr: 3,15 t ng
- T l tng trng n hng chuyn pht so vi ngy trung bnh trong nm (c tnh da
trn thng k ca VnPost v Viettel Post): 3,5 ln
nh gi cht lng dch v chuyn pht
52%
70%
Km
Trung bnh
39%
98
26%
9%
4%
2014
2015
T t
PH LC 2
CH S THNG MI IN T 201520
Tp.HCM 1
H N i 2
N ng 3
Bnh D ng 4
H i Phng 5
B R a - V ng Tu 6
ng Nai 7
B c Ninh 8
C n Th 9
Khnh Ha 10
Qu ng Ninh 11
H i D ng 12
TT.Hu 13
Ngh An 14
V nh Phc 15
Thanh Ha 16
Nam nh 17
Ninh Bnh 18
H ng Yn 19
B c Giang 20
Thi Nguyn 21
Bnh nh 22
H Nam 23
H T nh 24
Ty Ninh 25
Thi Bnh 26
Lm
ng 27
Qu ng Nam 28
Bnh Thu n 29
Lo Cai 30
Long An 31
Bnh Ph c 32
Ph Th 33
Qu ng Tr 34
k L k 35
B n Tre 36
Qu ng Ngi 37
Qu ng Bnh 38
Kin Giang 39
Ninh Thu n 40
An Giang 41
Ti n Giang 42
V nh Long 43
Ha Bnh 44
Ph Yn 45
ng Thp 46
Tr Vinh 47
Yn Bi 48
B c Liu 49
Kon Tum 50
Gia Lai 51
Sc Tr ng 52
C Mau 53
k Nng 54
L ng S n 55
Cao B ng 56
B c K n 57
H u Giang 58
Tuyn Quang 59
H Giang 60
i n Bin 61
Lai Chu 62
S n La 63
27,4
55,1
54,4
53,4
52,1
51,7
50,6
49,8
49
48
47,8
47,7
47,6
46,8
46,6
46,1
46,1
45,9
45,4
44,1
44,1
43,8
43,6
43,5
43,5
43
42,9
42,5
42,3
42,2
41,4
41,3
41,1
41
41
40,9
40,8
40,7
40,5
40,4
39,7
39,6
39,5
39,5
37,8
37,7
37,3
37,1
36,9
35,9
35,7
35,7
35,5
35,4
35,3
35,1
35
34,8
34,4
32,7
62,3
73,3
72
Ngun: Ch s Thng mi in t Vit Nam 2015 do Hip hi Thng mi in t Vit

Nam cng b thng 12.2015.
20
99
PH LC 3
MT S DCH V CNG TRC TUYN V XUT

NHP KHU C TCH HP TRN CNG
THNG TIN MT CA QUC GIA21
TN B
DCH V CNG TRC TUYN

Cp gip php nhp khu cc cht lm suy gim tng -zn
Cp giy php nhp khu t ng m-t phn khi ln
B CNG THNG
Cp chng nhn xut x C/O mu D

Cp giy chng nhn quy trnh Kimberly i vi kim cng th
Cp giy php xut khu, nhp khu vt liu n cng nghip
Th tc tu bin VN v tu bin nc ngoi nhp cnh vo cng bin
Th tc tu bin VN v tu bin nc ngoi xut cnh ri cng bin
Th tc tu bin nc ngoi qu cnh
Cp giy chng nhn cht lng an ton k thut v bo v mi trng xe m t, xe gn
my nhp khu v ng c nhp khu s dng sn xut, lp rp xe m t, xe gn my
B GIAO THNG
VN TI
Cp giy chng nhn cht lng an ton k thut xe p in

Cp giy chng nhn cht lng an ton k thut v bo v mi trng xe c gii nhp
khu
Cp giy chng nhn cht lng an ton k thut v bo v mi trng xe my chuyn
dng nhp khu
Cp giy chng nhn cht lng an ton k thut va bo v mi trng xe ch ngi
bn bnh c gn ng c nhp khu
B KHOA HC
V CNG NGH
B NNG NGHIP
V PHT TRIN
NNG THN
Quy trnh ng k kim tra nh nc v cht lng hng ha nhp khu

ng k kim tra xc nhn cht lng thc n thy sn nhp khu
ng k kim tra xc nhn cht lng thc n chn nui nhp khu
Giy chng nhn kim dch thc vt (i vi thc vt xut khu, ti xut khu, nhp
khu, qu cnh, vn chuyn ni a)
B TI NGUYN
V MI TRNG
Xc nhn ng k nhp khu cc cht HCFC B Cng Thng cp php
B THNG TIN
V TRUYN THNG
Quy trnh Cp Giy php nhp khu thit b pht, thu pht sng v tuyn in
B VN HA,
Th tc nhp khu chi tr em thuc hng mc kim tra ca B Vn ha, Th thao
TH THAO V DU LCH v Du lch
B Y T
Xc nhn t yu cu nhp khu ca c quan kim tra nh nc v cht lng thc

phm nhp khu
Giy chng nhn ng k lu hnh b xt nghim nhanh thc phm nhp khu
21
100
Ngun: Cng thng tin Mt ca quc gia ti a ch https://vnsw.gov.vn/
Chu trch nhim xut bn

NGUYN HONG CM
Ch bin
TRN HU LINH
Cc trng Cc Thng mi in t v Cng ngh thng tin
Bin tp ni dung
LI VIT ANH - L C ANH - NGUYN THY ANH
L TH H - L TH THU HNG - NGUYN DIU HNG
NGUYN TH PHI LOAN - NGUYN HU TUN
n v phi hp cung cp thng tin v s liu
Hip hi Thng mi in t Vit Nam (VECOM)
Bn quyn thuc v
CC THNG MI IN T V CNG NGH THNG TIN
B CNG THNG
www.vecita.gov.vn
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BCTMDT 2015 Final

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BO CO

BO CO THNG MI IN T VIT NAM 2015

4. Bo m an ton thng tin v bo v thng tin khch hng...................................................................39

BO CO THNG MI IN T VIT NAM 2015

TNG KT 5 NM CHNH SCH, PHP LUT

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II. KHUNG CHNH SCH CHO THNG MI IN T TI VIT NAM

CHNG I : TNG KT 5 NM CHNH SCH, PHP LUT THNG MI IN T

Bng cp nht khung php l c bn TMT Vit Nam nm 2015

Lut Giao dch in t

Lut Cng ngh thng tin

Lut Vin Thng

Lut Doanh nghip

Ngh nh hng dn Lut

Ngh nh s 27/2007/N-CP v giao dch in t trong hot ng ti chnh

Ngh nh s 35/2007/N-CP v giao dch in t trong hot ng ngn

Ngh nh s 90/2008/N-CP v chng th rc

Ngh nh s 25/2011/N-CP quy nh chi tit v hng dn thi hnh mt

Lut Vin thng

Ngh nh s 43/2011/N-CP quy nh v vic cung cp thng tin v dch

Ngh nh s 106/2011/N-CP sa i b sung Ngh nh s 26/2007/

Ngh nh s 77/2012/N-CP sa i b sung Ngh nh s 90/2008/

Ngh nh s 87/2012/N-CP quy nh chi tit mt s iu ca Lut Hi

Ngh nh s 101/2012/N-CP v Thanh ton khng dng tin mt (thay

Ngh nh s 52/2013/N-CP v Thng mi in t

Ngh nh s 72/2013/N-CP v Qun l, cung cp, s dng dch v Internet

BO CO THNG MI IN T VIT NAM 2015

Ngh nh s 170/2013/N-CP sa i, b sung mt s iu ca Ngh nh

Ngh nh s 181/2013/N-CP quy nh chi tit thi hnh mt s iu ca

Thng t lin tch s 10/2012/TTLT-BCA-BQP-BTP-BTTTT-VKSNDTCTANDTC hng dn p dng quy nh ca B Lut hnh s v mt s ti

Ngh nh s 158/2013/N-CP quy nh x pht vi phm hnh chnh trong

Ngh nh s 174/2013/N-CP quy nh x pht vi phm hnh chnh trong

Ngh nh s 185/2013/N-CP quy nh x pht vi phm hnh chnh trong

Ngh nh s 25/2014/N-CP quy nh v phng, chng ti phm v vi

Ngh nh s 124/2015/N-CP sa i, b sung mt s iu ca Ngh nh

Thng t hng dn thi hnh mt s ni dung ca Ngh nh

Thng t s 78/2008/TT-BTC hng dn thi hnh mt s ni dung ca

Thng t s 12/2008/TT-BTTTT hng dn thc hin mt s ni dung ca

Thng t s 03/2009/TT-BTTTT quy nh v m s qun l v mu giy

Thng t s 50/2009/TT-BTC v vic hng dn giao dch in t trn th

Thng t s 26/2009/TT-BTTTT quy nh v vic cung cp thng tin v

Thng t s 37/2009/TT-BTTTT quy nh v h s v th tc lin quan

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CHNG I : TNG KT 5 NM CHNH SCH, PHP LUT THNG MI IN T

Thng t s 153/2010/TT-BTC hng dn thi hnh Ngh nh s 51/2010/

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Thng t s 209/2010/TT-BTC quy nh giao dch in t trong hot ng

Thng t s 32/2011/TT-BTC hng dn v khi to, pht hnh v s dng

Thng t s 22/2014/TT-BTC quy nh th tc Hi quan in t i vi

Thng t s 47/2014/TT-BCT quy nh v qun l website thng mi in

Thng t s 39/2014/TT-NHNN hng dn v dch v trung gian thanh

Thng t s 46/2014/TT-NHNN hng dn v dch v thanh ton khng

Thng t s 110/2015/TT-BTC hng dn giao dch in t trong lnh vc

Thng t s 24/2015/TT-BTTTT quy nh v qun l v s dng ti nguyn

Thng t s 59/2015/TT-BCT quy nh v qun l hot ng thng mi

III. GII THIU VN BN QUY PHM PHP LUT MI LIN QUAN N

BO CO THNG MI IN T VIT NAM 2015

Trch nhim thc hin th tc thng bo, ng k vi B Cng Thng 1

Nguyn tc thng bo, ng k ng dng di ng

2. X pht hnh chnh trong lnh vc thng mi in t