B GIO DC V O TO TRNG I HC NGOI THNG

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Cng trnh tham d Cuc thi

Sinh vin nghin cu khoa hc Trng i hc Ngoi thng 2012

Tn cng trnh:
DCH V NGN HNG IN T TI VIT NAM THC TRNG V GII PHP

Nhm ngnh: Kinh doanh v Qun l 1 (KD1)

H Ni , thng 4 nm 2012

MC LC
Phn 1- Li m u Phn 2- Ni dung nghin cu Chng 1: C s l thuyt v ngn hng in t I. II. III. Khi nim Ngn hng in t Vai tr ca Ngn hng in t Xu hng v kinh nghim pht trin ca dch v ngn hng in t trn th gii Chng 2: Thc trng pht trin ngn hng in t ti Vit Nam I. Thc trng trin khai v pht trin dch v ngn hng in t ti Vit Nam II. Tim nng pht trin v nhng hn ch ca dch v ngn hng in t ti Vit Nam Chng 3: Gii php nhm thc y dch v ngn hng in t Vit Nam I. II. Kt lun Danh mc ti liu tham kho Ph lc Thi c v thch thc ca ngn hng in t Gii php pht trin dch v E-banking ti cc ngn hng thng mi Vit Nam 91 92 94 73 75 73 51 33 33 1 6 6 6 15 24

DANH MC VIT TT

ATM POS ECD NHNN TTKDT EDI EFT ITU ICT NSNN

Automated teller machine Point of sales Electronic Data Capture (Thit b c th in t) Ngn hng nh nc Thanh ton khng dng tin mt Electronic Data Interchange Electronic Funds Transfer International Telecommunications Union Information and Communication Technologies Ngn sch nh nc

PHN I LI M U
1. Tnh cp thit ca ti Trong nn kinh t th trng, hot ng kinh doanh ngn hng ng mt vai tr rt quan trng. Trong nhng nm gn y, cng vi s i mi ca t nc, h thng Ngn hng Vit Nam t c nhng thnh cng ng khch l. Xu hng t do ho, ton cu ho kinh t v quc t ho cc lung ti chnh cng lm thay i cn bn nhng bc i ca h thng cc ngn hng. N to ra mt mt trng ti chinh kinh t y tnh cnh tranh v si ng cho th trng lin ngn hng ni ring v ton b nn kinh t ni chung. S pht trin vt bc ca cng ngh thng tin nhanh chng a nhng ng dng ca Thng mi in t n gn hn vi cuc sng con ngi. Cuc chy ua gia cc ngn hng tr thnh mt cuc cnh tranh khng ngng ngh trn mnh t cng ngh s nh mt cch cng c v th, nng cao cht lng hot ng dch v thu ht khch hng ca mnh. V Electronic banking (E-banking) l c bit n nh mt trong nhng chin lc ca mi ngn hng c th tn ti v pht trin mt cch ton din hn trong mi trng kinh t y si ng ny. Trong nhng nm tr li y, dch v E- banking bt u xm nhp vo th trng ngn hng Vit Nam, dn n nh, v chim dn c mt b phn nh lng tin ca ngi tiu dng. Khng th ph nhn c rng E- banking mang n thun tin nhiu hn cho cuc sng nhanh ca x hi hin nay, v gip ngn hng rt nhiu trong vic nng cao v th, cht lng dch v ca mnh. Chnh v th, pht trin E-banking c th tm coi nh l mt hng i tng i hay cho bi ton kh ca cc ngn hng. N tr thnh mi quan tm v ti nghin cu ca cc phng ban pht trin cng nh marketing dich v Tuy nhin, thc t cng ch ra rng, t khi ra i n nay, h thng ngn hng in t vn cha pht huy hiu qu c ht nhng u th cng nh li

ch thc s ca n i vi ng o cc khch hng, trong nguyn nhn ch yu vn l t thi hnh vi ca ngi tiu dng. Thm vo l s cha hon thin ca h thng hnh lang php l, khi m Lut thng mi in t Vit Nam vn cha c nhng quy nh r rng, to nn nhng tm l lo lng rt c c s v tnh ri ro, vn an ninh, bo mt ca ngi tiu dng. Chnh v vy lm th lm c th pht huy ht nhng tim nng, tn dng ht nhng c hi v loi b nhng ro cn pht trin hnh thc dch v ny mt cch tt nht c l tr thnh mi quan tm ca rt nhiu nh kinh t ni chung v b phn pht trin h thng ngn hng ni ring. Nhm nghin cu nhn thy y l mt vn ht sc thit thc v mang tnh p dng thc tin rt cao trong nn kinh t c nhiu bin ng nh hin nay. Chnh v th, nhm nghin cu chn ti : Dch v ngn hng in t ti Vit Nam Thc trng v gii php v mnh dn a vo bi vit ca mnh nhng phn tch nh gi v tnh hnh pht trin ngn hng in t ti Vit Nam - nhng c hi v thch thc, v qua a ra mt vi xut ng gp cho vic hon thin s pht trin ca hnh thc dch v ny. 2. Tng quan v tnh hnh nghin cu. C th nhn nh rng, y khng cn l mt vn cn xa l v qu mi m v trn thc t n tr thnh mi quan tm cng nh i tng nghin cu ca rt nhiu cc nh pht trin ngn hng, cc chuyn gia phn tch kinh t Trn th gii, hnh thi dch v ny ra i v pht trin sm hn, nn t nhiu cng li c nhng bi hc kinh nghim ca ngi i trc, da trn nhng tng hp phn tch ca nhiu ti nghin cu. Trong gii hn bi vit ny, nhm nghin cu xin mt ln na a ra ci nhn ton din hn v thc trng pht trin ca dch v E- banking Vit Nam trong nhng nm gn y c thm nhng nh gi lm ton din phong ph hn cho ti ny.

Vi vic chn ti trn, nhm nghin cu d kin i t khi qut tnh hnh pht trin ca h thng cc ngn hng ni chung n khi qut v s pht trin ca loi hnh ngn hng in t trong tnh hnh nn kinh t c th. i su phn tch v tm hiu s l s so snh, nh gi nhng u nhc ca h thng ngn hng in t tiu biu, t trong mi quan h lin quan cht ch gia s pht trin ca h thng ngn hng in t v s pht trin ca nn kinh t; trong mi quan h lin ngn hng gii thch nguyn nhn s pht trin cng nh nhng hn ch. Qua , nhm nghin cu xut nhng kin, bin php hon thin s pht trin h thng ngn hng trc tuyn 3. Mc tiu nghin cu Qua bi vit ca mnh, nhm nghin cu mong mun ng gp thm mt ci nhn v s pht trin ca h thng ngn hng ni chung v ngn hng in t ni ring ti Vit Nam hin nay, v qua ng gp nhng kin ca mnh hon thin hn na s pht trin ca ca nn kinh t. 4. Phm vi i tng nghin cu: Thng qua vic nghin cu m hnh Electronic-banking ca mt s ngn hng thng mi c phn tiu biu t khi qut c thc trng pht trin dch v E-Banking ca cc ngn hng thng mi c phn Vit Nam giai on 2008-2010 5. Phng php nghin cu Nhm nghin cu s dng s liu t cc bo co thng mi in t, website ca cc ngn hng thng mi Vit Nam. Bn cnh s dng phng php phn tch tnh hnh hnh thc t trin khai dch v Electronic-banking thng qua nhng s liu thu thp c s dng s tuyt i, s tng i so

snh gii quyt vn . Phn tch nhng u im v nhc im ca dch v Electronic-banking t a ra cc xut ph hp 6. Kt qu d kin Thng qua nhng phn tch ca bi nghin cu, ngi c c c ci nhn hon thin v qu trnh pht trin cng nh tim nng to ln ca dch v Electronic-banking Vit Nam. Quan trng hn l kin ngh cc gii php thay i thi quen tiu dng tin mt sang tin in t ca hu ht khch hng Vit Nam hin nay, nng cao tnh bo mt cng nh m bo an ton an ninh mng. Ton b qu trnh trn u hng n mt kt qu cui cng l a Electronic -banking tr thnh dch v ngn hng quen thuc v thn thin hn vi bt c mt khch hng no 7. Kt cu cng trnh nghin cu Chng 1: C s l thuyt v Ngn hng in t I. II. III. Khi nim Ngn hng in t Vai tr ca Ngn hng in t Xu hng v kinh nghim pht trin ca dch v ngn hng in t trn

th gii Chng 2: Thc trng pht trin ngn hng in t ti Vit Nam I. Nam II. Tim nng pht trin v nhng hn ch ca dch v ngn hng in t ti Thc trng trin khai v pht trin dch v ngn hng in t ti Vit

Vit Nam Chng 3: Gii php nhm thc y dch v ngn hng in t Vit Nam I. Thi c v thch thc ca ngn hng in t

II. Nam

Gii php pht trin dch v E-banking ti cc ngn hng thng mi Vit

PHN 2 NI DUNG NGHIN CU CHNG 1: C S L THUYT V NGN HNG IN T

I. Khi nim Ngn hng in t 1. nh ngha Cch y 16 nm, khi Internet bt u xut hin ti Vit Nam, t ai c th ng rng Internet li c tc pht trin nhanh chng n nh vy. Theo Cc Thng mi in t v Cng ngh thng tin, nm 2010 ti Vit Nam c trn 30 triu ngi truy cp Internet hng ngy, chim gn 35% dn s, cao hn mc trung bnh 32% ca th gii. Trong gung quay lin tc ca k nguyn cng ngh s , cc ngn hng thng mi Vit Nam cng khng ngoi l, nhanh chng cp nht xu th mi trn th gii a ra dch v ngn hng in t dnh cho nhng ngi tiu dng mi, hin i hn, nng ng hn v bn rn hn. S ra i ca Internet v my vi tnh m ra cho chng ta mt h thng thanh ton rng khp ton th gii, tin ti mt th gii thanh ton khng dng tin mt, nhanh gn, an ton, v chnh xc. Mc d cho ti nm 2010 ch c 40% doanh nghip Vit Nam c website v s lng giao dch in t hin ch c khong 22 triu ti khon qua ngn hng, chim khong 20% dn s nhng cng khng th ph nhn c tim nng to ln m cc giao dch in t s mang li cho ngi dn ni ring v cho nn kinh t ni chung. Nu nh cch y khong by hoc tm nm, cm t ngn hng in t E-Banking vn cn l lm vi rt nhiu ngi th ngy nay n c nhc ti thng xuyn hn v tnh tng tc vi khch hng c nng cao nhiu hn. Tuy nhin nh ngha mt cch y nht cho thut ng ngn hng in t E-Banking th vn cha c mt ti liu khoa hc chnh thng no thc hin. Chng ta c th tip cn thut ng ny trn nhiu phng din khc nhau Ta c th hiu khi nim ngn hng in t thng qua hai v d c th v sinh ng nh sau:

VD1: T Vit Nam ngi ta c th t mua sch Internet Banking and the Law in Europe ca i hc Cambridge Anh qua website ca trng,thanh ton trc tuyn bng th Visa, MasterCard, hay American Express. Sau cun sch s c chuyn pht nhanh ti tay ngi mua. Giao dch ny c thc hin mt phn qua mng v khu giao nhn li c thc hin trong th gii thc. VD2: Khi mun thu phim Harry Potter and the Deathly Hallow cc khch hng cc bang khc nhau ca M c th thu phim ny qua website www.amazon.com, thanh ton qua mng v download phim v my tnh ca mnh xem. Giao dch ny c thc hin hon ton trong mi trng mng Internet , t vic t hng, thanh ton tin hng cho ti nhn hng. Hai giao dch trn u l giao dch in t. Theo khon 6 v khon 10, iu 4, lut Giao dch in t nm 2005, giao dch in t l giao dch c thc hin bng phng tin in t. Trong , phng tin in t l phng tin hot ng da trn cng ngh in, in t, k thut s, t tnh, truyn dn khng dy, quang hc, in t, hoc cng ngh tng t. T hai v d trn ta nhn thy khi nim giao dch in t khng ch gii hn trong phm vi mng Internet v cc mng thng tin khc, m cn m rng ra i vi tt c cc giao dch c thc hin bng phng tin in t. Do giao dch in t trong dch v ngn hng l giao dch bng phng tin in t, ni cch khc l dch v ngn hng c giao dch bng phng tin in t ( gi tt l dch v ngn hng in t). Nh vy cng c th nh ngha ngn hng in t nh l mt phng thc cung cp cc sn phm mi v sn phm truyn thng ti khch hng thng qua cc knh phn phi in t tng tc. Ngoi ra, E-Banking cng c nh ngha l cc hot ng bn hng qua cc knh: Internet Banking (or Online Banking) Mobile/SMS banking

V in t, Cng thanh ton in t ATM/POS/ Kiosk banking channel Telephone banking Web-tivi banking Cc thit b thanh ton trc tuyn chuyn dng ( Nguyn nh Thng 2010)

(Ngun: Chai Lee Goi 2006) S 1. Cc knh phn phi sn phm E-banking chnh 2. Phn loi ngn hng in t Hin nay c nhiu cch phn loi ngn hng in t. Nhng ph bin nht l phn loi theo tiu ch knh phn phi sn phm: a.Internet banking hoc online banking ( ngn hng trc tuyn) S ra i ca Internet gip khch hng tip cn cc sn phm dch v ca ngn hng nh ring, vn phng, trng hc, n bt k ni u v bt c lc no. Do vic trc tip i n ngn hng c gim thiu mt cch ng k.Qua Internet banking khch hng c th gi n ngn hng nhng thc mc, gp vi ngn hng v c tr li sau mt thi gian nht nh. u im ln nht ca Internet banking l tnh tin li ca n. Ch vi mt chic my tnh c kt ni Internet, khch hng ch cn truy cp website ca ngn hng bng cc trnh duyt nh Internet Explorer, Firefox, Google Chrome

v cng n gin. Hin ti cc ngn hng cng i su vo vic m rng cc cc hnh thc thanh ton. Trong dch v Internet banking nhiu ngn hng a ra giao din tng i rng cho khch hng tin s dng, Giao din Ebanking ca ngn hng ANZ c phn chia thnh nhiu hnh thc thanh ton khc nhau, phn chia thnh nhiu i tng khch hng d la chn. Mi giao dch nh chuyn tin, m th tn dng ( Letter of Credit- L/C) cho hp ng mua bn gia cc nh xut nhp khu, m th bo lnh ( Letter of Guarantee- LG) .. c th thc hin trc tuyn. Tuy nhin, vi tnh cht bo mt khng cao bng cc dch v ngn hng ti nh ( home banking) hoc Kiosk banking. Dch v Internet banking vn cn c cung cp kh hn ch v i hi qu trnh xc nhn giao dch phc tp hn b. Dch v ngn hng t ng qua in thoi ( Phone banking). Phone banking l h thng t ng tr li hot ng 24/24, khch hng ch vic nhn vo cc phm in thoi theo m c hng dn bi IVR (Interactive Voice Response) yu cu h thng tr li thng tin cn thit . Dch v ngn hng Phone banking c cung cp qua mt h thng my ch v phn mm qun l t ti ngn hng, lin kt vi khch hng thng qua tng i ca dch v. Thng qua cc phm chc nng c nh ngha trc, khch hng s c phc v mt cch t ng hoc thng qua cc CSR (Customer Service Representatives). Khi ng k s dng dch v Phone banking, khch hng s c cung cp mt m khch hng, hoc m ti khon v ty theo dch v ng k, khch hng c th s dng nhiu dch v khc nhau. Nhn chung, qui trnh s dng dch v Phone banking nh sau: Bc 1: ng k s dng dch v Khch hng phi cung cp cc thng tin cn thit v k vo hp ng ng s dng dch v Phone banking. Sau , khch hng s c cung cp hai s nh danh duy nht l m khch hng v m kha truy nhp h thng,

ngoi ra khch hng s c cung cp thm mt m ti khon nhm to s thun tin trong giao dch vng nh m bo an ton v bo mt. Bc 2: X l giao dch Khi khch hng quay s ti tng i, nhp m khch hng v kha truy cp dch v, theo IVR, khch hng chn phm chc nng tng ng vi dch v mnh cn thc hin giao dch. Khch hng c th thay i, chnh sa trc khi xc nhn giao dch vi ngn hng, chng t giao dch s c in ra v gi ti khch hng khi giao dch c x l xong. Qua Phone banking, khch hng c th s dng rt nhiu dch v ngn hng nh: hng dn s dng dch v, gii thiu thng tin v dch v ngn hng,cung cp thng tin ti khon v bng k cc giao dch, bo n bo c, cung cp thng tin ngn hng nh li sut, t gi hi oi, chuyn tin, thanh ton ha n v dch v h tr khch hng, thc hin mi lc mi ni k c ngoi gi hnh chnh. c. Dch v ngn hng qua TD (Mobile-banking): Cng vi s pht trin ca mng thng tin di ng, dch v ngn hng ti Vit Nam cng nhanh chng ng dng nhng cng ngh mi ny. Mobile - banking l mt knh phn phi sn phm dch v ngn hng qua h thng mng in thoi di ng. Mobile Banking l knh phn phi hin i gip khch hng truy cp cc dch v ngn hng t xa bng cch s dng cc thit b di ng kt ni vi mng vin thng khng dy. V nguyn tc, y chnh l quy trnh thng tin c m ho, bo mt v trao i gia trung tm x l ca ngn hng v thit b di ng ca khch hng (TD, Pocket PC, Palm). Khch hng c th kim tra s d ti khon ca h v lch s giao dch, chuyn tin, thanh ton ha n, kinh doanh chng khon v qun l danh mc u t ti chnh ca khch hng. d. Dch v ngn hng ti nh (home-banking): Nu nh s dng dch v ngn hng ti nh th cn phi c cc phm mm c thit k dnh ring cho vic kt ni vi ngn hng cung cp dch v

th khch hng s dng Internet banking hu nh khng cn phi c bt c mt phn mm chuyn bit no Home-banking l knh phn phi dch v ca ngn hng in t, cho php khch hng thc hin hu ht cc giao dch chuyn khon vi ngn hng (ni khch hng m ti khon) ti nh, ti vn phng cng ty m khng cn n ngn hng. ng dng v pht trin Home-banking l mt bc tin nhanh chng ca cc ngn hng thng mi Vit Nam trc sc p rt ln ca tin trnh hi nhp ton cu v dch v ngn hng. _ ng v pha khch hng, Home-banking mang li nhng li ch thit thc: nhanh chng- an ton- thun tin. V khu hiu Dch v ngn hng 24 gi mi ngy, by ngy mi tun chnh l u th ln nht m m hnh ngn hng hnh chnh truyn thng khng th no snh c. Hin nay, dch v Home-banking ti Vit Nam c nhiu ngn hng ti Vit Nam ng dng v trin khai rng ri nh: Ngn hng Chu Ngn hng ngoi Thng VN Ngn hng k thng www.techcombank.com.vn, Ngn hng xut nhp khu Vit Nam www.eximbank.com.vn Dch v ngn hng ti nh c xy dng trn mt trong hai nn tng: h thng cc phn mm ng dng (Software Base) v nn tng cng ngh web (Web Base), thng qua h thng my ch, mng Internet v my tnh con ca khch hng, thng tin ti chnh s c thit lp, m ho, trao i v xc nhn gia ngn hng v khch hng. Mc d c mt s im khc bit, nhng nhn chung, chu trnh s dng dch v ngn hng ti nh bao gm cc bc c bn sau y: Bc 1: Thit lp kt ni. Khch hng kt ni my tnh ca mnh vi h thng my tnh ca ngn hng qua mng Internet, sau truy cp vo trang web ca ngn hng phc v mnh (hoc giao din ngi s dng ca phn mm). Sau khi kim tra v xc nhn khch hng (User ID, Password), khch hng s c thit lp mt

ng truyn bo mt (https) v ng nhp (login) vo mng my tnh ca ngn hng. Bc 2: Thc hin yu cu dch v. Dch v NHT rt phong ph v a dng, c th l truy vn thng tin ti khon, thit lp nghip v chuyn tin, hy b vic chi tr sc, thanh ton in t v rt nhiu cc dch v trc tuyn khc. Trn website (hoc giao din ngi s dng) c sn h thng Menu chn la v hng dn c th cc bc thc hin qu trnh giao dch. Tt c mi vic khch hng phi lm ch l chn dch v, cung cp thng tin theo yu cu ca dch v v ca ngn hng. Bc 3: Xc nhn giao dch, kim tra thng tin v thot khi mng (thng qua ch k in t, xc nhn in t, chng t in t ) : Khi giao dch c thc hin hon tt, khch hng kim tra li giao dch v thot khi mng, nhng thng tin chng t cn thit s c qun l, lu tr v gi ti khch hng khi c yu cu. e. ATM ( Automatic Teller Machine) Khch hng dng th tn dng ( credit card) hoc th ghi n trc tip ( direct debit card) rt tin mt. My rt tin t ng s xc nhn th sau khi ngi s dng np m s nhn dng c nhn ( Personal Indentity NumberPIN). hn ch ri ro trong trng hp b mt th v l m s nhn dng c nhn, khch hng v ngn hng c th iu chnh hn mc rt tin mt ph thuc vo s d trong ti khon thanh ton ca khch hng. Mi ngn hng thng a ra cc loi my ATM ring ca ngn hng mnh. Khch hng rt tin ti my ATM ca ngn hng m mnh c ti khon. Tuy nhin, h cng c th rt tin mt ti ATM ca ngn hng khc nu nh hai ngn hng ny c lin kt vi nhau nhng khch hng phi tr thm mt khon ph khong 0,2 % f. Kiosk banking L s pht trin ca dch v ngn hng hng ti vic phc v khch hng vi cht lng cao nht v thun tin nht. Trn ng ph s t cc trm

lm vic vi ng kt ni Internet tc cao. Khi khch hng cn thc hin giao dch hoc yu cu dch v, h ch cn truy cp, cung cp s chng nhn c nhn v mt khu s dng dch v ca h thng ngn hng phc v mnh. y cng l mt hng pht trin ng lu tm cho cc nh lnh o cc ngn hng thng mi Vit Nam. g. Dch v ngn hng qua v tuyn truyn hnh tng tc (Interactive TV) Dch v ny thng c cung cp trn c s h thng truyn hnh cp ( cable TV). Ngn hng s tn dng ng truyn truyn hnh cp tch hp ng truyn tch hp cc dch v ca ngn hng. Khch hng s dng mn hnh TV thng thng truy cp vo dch v ngn hng thng qua vic nhp m s nhn dng c nhn hoc mt khu. truy cp vo cc dch v khc nhau trn mn hnh tivi, khch hng s s dng iu khin t xa thng thng hoc thit b dnh ring cho vic s dng dch v ca ngn hng thng qua v tuyn truyn hnh tng tc. y cng c th xem l mt hnh thc dch v tin li cho khch hng v hu nh gia nh no cng c tivi trong nh. Tuy nhin v tnh cht bo mt v ring t ca cc giao dch nn dch v ny t c khch hng chp thun h. Dch v ngn hng qua mng vin thng khng dy ( wireless communication network) y l loi hnh dch v ngn hng hin i da trn cng ngh vin thng khng dy ca mng di ng (mobile network) bao gm vic thc hin dch v ngn hng bng cch kt ni in thoi di ng vi trung tm cung cp dch v ngn hng in t ( tng t nh home/PC banking) v kt ni Internet trn in thoi di ng s dng giao thc truyn thng WAP ( Wireless Application Protocol). Dch v ngn hng qua mng vin thng khng dy yu cu khch hng cn c trang b thit b kt ni thch hp( in thoi di ng hin i s dng cng ngh WAP, bng a tn..) v c ci t chng trnh phn mm ph hp. S ph bin ca in thoi di ng trn th gii cng vi s pht trin nhanh chng ca cng ngh vin thng trong nhng nm gn y cho

thy vic cung cp cc dch v ngn hng bng in thoi di ng l mt hng pht trin di hn ca cc ngn hng trn th gii

II.

Vai tr ca ngn hng in t.

Vi s pht trin mnh m ca cng ngh thng tin, nhng khi nim v ngn hng in t, giao dch trc tuyn, thanh ton trn mng... tr nn quen thuc v tr thnh xu th pht trin, cnh tranh ca cc ngn hng. Li ch em li ca ngn hng in t l rt ln cho khch hng, ngn hng v cho nn kinh t nh nhng tin ch, s nhanh chng, chnh xc ca cc giao dch. Vi nhng hiu qu tch cc mang li, ngn hng in t ang ngy cng khng nh r hn vai tr chin lc ca mnh trong vic quyt nh n s tn ti v pht trin ca cc ngn hng thng mi. Cng ngh thng tin thm nhp cng su, cc ng dng v cng ngh cng tr nn mnh m, ngi dng khng bt u lm quen vi loi hnh dch v ny, v dn hnh thnh nn thi quen s dng cc tin ch ca ngn hng in t nng cao cht lng cuc sng. Nhng nh hng tch cc mang tnh dy chuyn cng tc ng khng nh n s pht trin v m ca nn kinh t - x hi, gp phn lm a dng ha mu sc cho bc tranh ca nn kinh t ti chnh khng ngng bin ng ni chung v ton b h thng ngn hng ni ring, gp phn thc y nn kinh t pht trin hi nhp kinh t quc t. 1. Vai tr ca ngn hng in t i vi ngn hng Ngn hng in t ng vai tr l cu ni trung gian gia cc ngn hng thng mi vi nhu cu s dng ca ngi dng. Chnh v nhng tin ch v nhng thun tin m n mang li, ngn hng in t to ra nhng bc m mang tnh chin lc cao i vi s pht trin ca mi ngn hng. Tit kim chi ph, tng doanh thu Ph giao dch E-Banking c nh gi l mc rt thp so vi giao dch truyn thng, c bit l giao dch qua Internet. V d, ph chuyn tin ni a cho khch hng c nhn khi chuyn qua Dch v ngn hng in t ANZ gim 50% so vi dch v truyn thng:

Ph chuyn tin ni a ti Chi nhnh

: 30,000 VN/giao dch

Ph chuyn tin ni a qua dch v NHT :15,000 VN/giao dch C c s ct gim chi ph nh vy do mt s c trng ring m NHT mang li. Bn cht ca giao dch qua ngn hng in t l ng dng cng ngh s dng dch v ti bt c u v ti bt c thi im no. Vi vic s dng ngn hng in t, vai tr ca cc quy giao dch b gim bt, giao dch qua mng gip rt ngn thi gian tc nghip, chun ha cc th tc, quy trnh, nng cao hiu qu tm kim v x l chng t. Cc chi ph cho vic xy dng chi nhnh vn phng cng c gim ng k. Thm vo , vi s t ng ha ca loi hnh dch v ny, tm quan trng ca cc nhn vin ng quy hay cc v tr chuyn mn cho loi hnh truyn thng trc kia cng b y xung. Thay vo l s hot ng c lp trnh sn mt cch hiu qu m khng cn thng qua nhn vin giao dch. C th, mt my rt tin t ng c th lm vic 24 trn 24 gi v tng ng mt chi nhnh ngn hng truyn thng. Chi ph nhn vin t cng c gim xung. Nng cao hiu qu s dng vn Xt v mt kinh doanh ca ngn hng, E-Banking s gip nng cao hiu qu s dng vn. Thng qua cc dch v ca ngn hng in t, cc lnh v chi tr, nh thu ca khch hng c thc hin nhanh chng, to iu kin cho vn tin t chu chuyn nhanh, thc hin tt quan h giao dch, trao i tin - hng. Qua y nhanh tc lu thng hng ho, tin t, nng cao hiu qu s dng vn. a dng ho dch v v sn phm Ngy nay, dch v ngn hng ang vn ti tng ngi dn. l dch v ngn hng tiu dng v bn l. "Ngn hng in t", vi s tr gip ca cng

ngh thng tin cho php tin hnh cc giao dch bn l vi tc c cao v lin tc. Cc tin ch m ngn hng in t mang li ngy cng tr ln a dng v phong ph. S ra i ca hng lot cc loi hnh dch v mi nh: F@stIbank ca Techcombank, VIB4U ca VIBank cho khch hng doanh nghip... ang kt ni gn hn gia ngn hng in t v thi quen ca ngi dng. Mt im c bit khc na ca dch v ngn hng in t l c th cung cp dch v trn gi. Theo cc ngn hng c th lin kt vi cc cng ty bo him, cng ty chng khon, cng ty ti chnh khc a ra cc sn phm tin ch ng b nhm p ng cn bn cc nhu cu ca mt khch hng hoc mt nhm khch hng v cc dch v lin quan ti ngn hng, bo him, u t, chng khon... Nng cao nng lc cnh tranh v to nt ring trong kinh doanh E-Banking l mt gii php ca NHTM nng cao cht lng dch v v hiu qu hot ng, qua nng cao kh nng cnh tranh ca NHTM. Thng qua Internet/Web Ngn hng c kh nng cung cp dch v mi thun tin cho khch hng v thu ht thm nhiu khch hng giao dch thng xuyn hn, gim chi ph bn hng v tip th. Chnh s tin ch c c t cng ngh ng dng, t phn mm, t nh cung cp dch v mng, dch v Internet thu ht v gi khch hng s dng, quan h giao dch vi ngn hng, tr thnh khch hng truyn thng ca ngn hng. Vi m hnh ngn hng hin i, kinh doanh a nng th kh nng pht trin, cung ng cc dch v cho nhiu i tng khch hng, nhiu lnh vc kinh doanh ca E-banking l rt cao. Th mnh v dch v ngn hng in t cng l mt c im cc ngn hng hin i to dng nt ring ca mnh. Thc hin chin lc ton cu ha.

iu quan trng hn l E-Banking cn gip NHTM thc hin chin lc ton cu ha, chin lc bnh trng m khng cn m thm chi nhnh trong nc cng nh nc ngoi. Ngn hng c th va tit kim chi ph do khng phi thit lp qu nhiu cc tr s hoc vn phng, nhn s gn nh hn, ng thi li c th phc v mt khi lng khch hng ln hn. Internet mt phng tin c tnh kinh t cao cc ngn hng c th m rng hot ng kinh doanh ca mnh ra cc quc gia khc m khng cn u t vo tr s hoc c s h tng. Theo cch ny, cc ngn hng ln ang vn cnh tay khng l v dn dn thit lp c s ca mnh, thu tm dn nn ti chnh ton cu. y l mt chin lc m rng th trng thng qua Internet m rng phm vi cung cp dch v ht sc tit kim v hiu qu. Xc tin thng mi, qung b thng hiu ton cu E-Banking cng l cng c qung b, khuych trng thng hiu ca NHTM mt cch sinh ng, hiu qu. Thng quan Internet, ngn hng c th ng ti tt c nhng thng tin ti chnh, tng gi tr ti sn, cc dch v ca ngn hng mnh, phc v cho mc ch xc tin qung co. C th ngn hng cha th tin hnh cc giao dch ti chnh trc tuyn, song bng cch thit lp cc trang web ca ring mnh vi chc nng ban u l cung cp thng tin v gii p kin thc mc ca khch hng qua mng, ngn hng cng c coi l bc u tham gia p dng dch v ngn hng in t v ho mnh vo xu th chung 2. Vai tr i vi khch hng E-banking l mt knh giao dch trung gian ht sc an ton, nhanh chng m cc ngn hng thng mi mang n cho ngi dng. i vi tng i tng khch hng, NHT li cng bc l nhng vai tr u vit ring. a. i vi khch hng c nhn.

Khch hng c th tit kim c chi ph: Ph giao dch ngn hng in t hin c nh gi l mc thp nht so vi cc phng tin giao dch khc. iu ny hon ton c th l gii c bi mt khi cc ngn hng c th tit kim c chi ph khi trin khai ngn hng in t nht l vi cc ngn hng o (ch hot ng trn Internet m khng cn ti vn phng, tr s), cc chi ph m khch hng phi tr cng theo m gim i rt nhiu. V d: Ngn hng o Wingspan.com v ngn hng theo kiu truyn thng Bank One. i vi nhng ti khon tin gi, Wingspan cho khch hng hng mc li sut l 4,5%/nm trong khi Bank One l 1%/nm. i vi trng hp khch hng mun kim tra chi ph ca cc ho n thanh ton in t ca mnh, Wingspan khng i bt c mt khon ph no, trong khi khch hng phi tr ph cho Bank One l 4,95 la M mt thng. Khch hng tit kim thi gian: Tht vy, nh s h tr ca cng ngh, ngn hng ang bc mt bc tin di trong lch s pht trin ca mnh. Ngn hng n gn hn vi ngi tiu dng nh mng li Internet hay vin thng. E-Banking l mt knh giao dch, gip cho khch hng c th lin lc vi ngn hng mt cch nhanh chng, thun tin thc hin mt s nghip v ngn hng ti bt k thi im no (24 gi mi ngy, 7 ngy mt tun) v bt c ni u. Khch hng khng cn phi ti tn vn phng giao dch ca ngn hng, khng phi mt thi gian i li hoc nhiu khi phi xp hng ch ti lt mnh. Gi y vic trao i thng tin gia khch hng v ngn hng c gin lc ch qua mt ci click chut hay bn phm in thoi. iu ny c bit c ngha i vi cc khch hng c t thi gian i n vn phng trc tip giao dch vi ngn hng, cc khch hng nh v va, khch hng c nhn c s lng giao dch vi ngn hng khng nhiu, s tin mi ln giao dch khng ln. y l li ch m cc giao dch kiu

ngn hng truyn thng kh c th t c vi tc nhanh, chnh xc so vi ngn hng in t. Trong nhp sng nhanh ca cuc sng hin nay, vic tit kim c thi gian cng tr nn ngy cng quan trng. chnh v vy vic tch hp c cc tin ch thanh ton dch v cng cng nh in, nc, vin thng, cc dch v thanh ton ph bo him ....l cc dch v quan trng hng u. Hin ti, trn h thng Ngn hng in t ca Techcombank, F@stIbank, bn c th thanh ton tin in vi in lc HCM, thanh ton ha n thu bao tr sau ca Viettel, Mobifone, thanh ton ha n bo him cho Prudential, Prudential Finance...v rt nhiu dch v khc. Thng tin lin lc vi ngn hng nhanh hn v hiu qu hn. Khi khch hng s dng ngn hng in t, h s nm c nhanh chng, kp thi nhng thng tin v ti khon, t gi, li sut. Ch trong chc lt, qua my vi tnh c ni mng vi ngn hng, khch hng c th giao dch trc tip vi ngn hng kim tra s d ti khon, chuyn tin, thanh ton ha n dch v cng cng, thanh ton th tn dng, mua sc du lch, kinh doanh ngoi hi, vay n, m v iu chnh, thanh ton th tn dng v k c kinh doanh chng khon vi ngn hng. Vi nhng tin ch em li, ngn hng in t ang dn khng nh vai tr ca mnh trong cuc sng hin i. Mt minh chng c th cho ng dng ca ngn hng in t l vic n r cc hnh thc thng mi in t trong nhng nm gn y. Hng lot cc trang groupon (mua theo nhm) muachung; nhommua; hotdeal; hay cc gian hng trn cc trang thng mi in t nh Rng bay hay n bc ra i ko theo nhng nhu cu giao dch mng ngy mt phong ph hn. Thm vo , d bo s lng ngi dng Mobile banking trn ton cu ang tng nhanh vi tc 125% mt nm. y l knh thanh ton

c cng ty Edgar Dunn cho l tin tin nht trong vng 5 nm ti. Qua y c th nhn thy nhng tn hiu gip ngn hng in t ngy cng khi sc. b. i vi khch hng l doanh nghip Ngoi nhng vai tr v tin ch c bn ni trn, ngn hng in t cng c nhng vai tr nh hng tch cc ring i vi khch hng doanh nghip. l kh nng qun l ti sn ti u. V d vi dch v ca ngn hng ACB: Cc doanh nghip s dng dch v ACB Online khng ch an ton m cn c cung cp thm nhng tin ch c li nh: m ti khon tin gi c k hn, cp nht ch th ti tc v tt ton trc hn ti khon tin gi c k hn, chuyn vn, li v ti khon tin gi thanh ton t ng ch trong mt pht. Vi tin ch ny, doanh nghip c th hng li sut cao hn gp 2-3 ln i vi s tin nhn ri ca mnh, d ch trong mt tun v doanh nghip hon ton ch ng nu t xut cn khon tin ny. c bit, doanh nghip c th vay tin trc tuyn th chp bng s d ti khon tin gi c k hn vi 2 hnh thc vay mn v vay theo hn mc thu chi p ng nhu cu vn t xut ca doanh nghip. Khng cn th tc, khng cn n ngn hng, doanh nghip c th gii ngn ngay vo ti khon tin gi thanh ton ch trong vi pht (tnh nng ny p dng cho doanh nghip ang dng ACB Online v c ti khon tin gi c k hn m online). Khi tr n, doanh nghip c th tr n vay online: t lnh t ng trch tin gi thanh ton tr n vay. Khng ch giao dch hin ti, doanh nghip c th giao dch trong tng lai: t lnh chuyn khon mt ln trong tng lai vi s tin nh trc hoc t lnh chuyn khon nh k trong tng lai. im khc bit so vi giao dch trc tip ti quy l s dng giao dch qua ACB Online cho php ch doanh nghip, k ton trng y quyn xc nhn lnh cho nhn s khc ca doanh

nghip vi hn mc giao dch do doanh nghip ch nh cho tng ngi c y quyn. Mt kha cnh khc cng c th nhc ti y, l s hp tc ca cc doanh nghip, c quan trng hc vi cc ngn hng thng mi qua h thng cung cp th ATM, giao dch qua POS trong vic tr tin lng cho nhn vin, np hc ph. Hnh thc hp tc ny di hnh thc gip cc NHTM huy ng vn nhng cng khng th ph nhn tnh thun li ca n i vi cc c quan, doanh nghip. C th ni, ngn hng in t khng ch gp phn to ra mi trng kinh t thun tin v hiu qu gia cc doanh nghip m ng vai tr trong vic gip qun l ti chnh v y nhanh vng quay ca vn 1 cch hiu qu hn. Nhng tc ng c nhng nh hng tch cc i vi s pht trin ca c nhn cc doanh nghip ni ring v ton th nn kinh t ni chung. c. Li ch i vi nn kinh t ni chung Ngoi nhng li ch chnh i vi cc bn tham gia "Ngn hng in t" ni trn, "Ngn hng in t" cn em li nhng li ch to ln tim tng i vi ton th nn kinh t. Vic tiu dng ch yu bng tin mt c rt nhiu iu hn ch. Nh nc phi b ra mt chi ph nht nh hng nm trong vic in v qun l s lng tin in ra cho th trng. Vic kh xc nh chnh xc lng tin lu hnh trong dn khin cho nh nc gp nhiu kh khn trong vic a ra cc chnh sch ti kho nhm m bo mt th trng ti chnh n nh. "Ngn hng in t" vi s ph bin s dng ti khon c nhn v tin in t s gp phn khng nh trong vic tho g kh khn ny. Chnh tin in t v giao dch ti khon lm ci thin kh nng thanh ton trong th trng ti chnh. "Ngn hng in t" gip cho nh nc c thng tin y v vic thc hin thu np thu mt cch nhanh chng v cp nht. C th, nhm qun l cht

ch cc khon thu ngn sch Nh nc (NSNN) v to thun li cho doanh nghip XNK thc hin ngha v np thu, ngy 15-12-2010 Ngn hng u t v Pht trin Vit Nam (BIDV) v Tng cc Hi Quan k tha thun hp tc thu NSNN v bo lnh thu i vi hng ha XNK bng phng thc in t. Vi hnh thc dch v ny, BIDV m bo ti a quyn li khch hng, chu trch nhim n cng cho n khi giao dch np thu thnh cng. i vi pht hnh bo lnh thu, BIDV ht ngha v vi khch hng khi khon thu bo lnh c np vo NSNN. V mt x hi - kinh t, NHT gp phn thc y cc hot ng kinh t thng mi, dch v v du lch pht trin, to iu kin m rng quan h kinh t thng mi vi khu vc v th gii. c bit gp phn thc y cc hot ng thng mi in t pht trin. u im ca NHT l c kh nng thu ht trn phm vi rng v khch hng bt k thi im no (24/24h/ngy) vi mi khong cch v khng gian, thi gian. Chnh iu ny gip cho cc ngn hng tip cn c khch hng tt hn, tit kim c chi ph giao dch... Thc hin cc hot ng dch v NHT, cho php cc Ngn hng thch ng nhanh chng vi nhng thay i ca th trng, iu chnh kp thi ph, li sut, t gi ph hp vi din bin ca tnh hnh th trng. Hn ch ri ro do bin ng v gi c ca th trng gy ra, mang li li ch kinh t cho ngn hng v khch hng tham gia s dng dch v ca NHT. y l li ch vt tri so vi ngn hng truyn thng. S kt hp hi ho trong qu trnh pht trin cc hot ng dch v ngn hng truyn thng v pht trin NHT, cho php cc TCTD tip cn nhanh vi cc phng php qun l hin i gip cc TCTD a dng ho sn phm, tng doanh thu, nng cao hiu qu hot ng v c bit l nng cao kh nng cnh tranh trong nn kinh t hi nhp.

Cng vi xu hng ton cu ho v s pht trin rng khp trn ton th gii ca thng mi in t, "Ngn hng in t" chnh l chic cu ni cho s hi nhp ca nn kinh t trong nc vi nn kinh t quc t. cng l ra nhu cu cp thit i vi vic pht trin Ngn hng in t cho cc giao thng ni a v quc t m ton cu ha t ra. III. Xu hng v kinh nghim pht trin ca dch v ngn hng "Ngn hng in t " trn th gii

in t trn th gii 1. Nh s h tr ca cng ngh, ngn hng ang bc mt bc tin di trong lch s pht trin ca mnh, n gn hn vi ngi tiu dng nh mng li Internet hay vin thng. Vi gi c u i, s tin dng, cc hnh thc thng mi trc tuyn a vic s dng ngn hng in t thnh xu hng v l gii php giao dch ph bin trn th gii, khi n to iu kin ti a cho vic giao dch mt cch thun tin nht, an ton nht v r nht. a. Lch s pht trin ngn hng in t Nhng nghin cu v E-banking xut hin t u nhng nm 1970, khi , cc ngn hng coi l mt phng php thay th cc dch v truyn thng do 2 l do: Chi ph pht trin v duy tr chi nhnh cao. Cc sn phm E-banking lc by gi s tr thnh li th cnh tranh so vi cc ngn hng i th. (Chai Lee Goi 2006) Tuy nhin, phi ti nhng nm 1980 ca th k XX, khi mng li Internet m rng trn ton cu, cng vi s pht trin ca h thng TCP/IP, EDI (Electronic Data Interchange) and EFT (Electronic Funds Transfer) v giao dch thng mi in t, nhu cu thanh ton in t gia tng, cc nh ngn hng cc quc gia pht trin mi bc u a ra dch v ngn hng in t. Anh, vo nm 1983, Nottingham Building Society, cn c gi l NBS, cung cp dch v Internet banking u tin. M hnh ny tr thnh nn tng pht trin

cc m hnh Internetbanking ngy nay. Ti M, dch v Internetbanking ln u tin c gii thiu vo thng 10 nm 1994 bi Stanford Federal Credit Union, cho php khch hng truy cp vo ti khon ca mnh thng qua wellsfargo.com. Khch hng khi ch c th xem s d v lch s giao dch ca mnh. (History of Internet Banking Buzzle.com ) Nm 1997 nh du mt ct mc quan trng trong s kt hp mng thng tin di ng v thanh ton in t khi khch hng ti Helsinki (Phn Lan) c th s dng in thoi di ng mua Coca cola. T , nhn thy tim nng ng dng thng mi in t thng qua mng thng tin di ng, cc ngn hng v cng ty vin thng vo cuc nhm pht trin dch v Mobile Banking. b. Xu hng pht trin ngn hng in t trn th gii.

S 2. Mc s dng E-banking trn th gii (Ngun: Nguyn nh Thng 2010) Ti cc nc cng nghip pht trin, E-banking c s dng rng ri t 10 nm trc. S khch hng s dng E-banking chim n 70% dn s v vn tip tc tng.

100 90 80

S pht trin ICT ton cu, 2001-2011*

Thu bao di ng S dng Internet ng in thoi c nh Bng thng rng khng dy Bng thng rng c nh

Tnh trn 100 ngi

70 60 50 40 30 20 10 0
* c tnh

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011*

(Ngun : ITU World Telecommunication /ICT Indicators database) th 1. S pht trin ICT ton cu 2001-2011 Dch v ngn hng in t khng nh c thnh cng qua nhng nm qua v tr thnh m hnh tt yu cho h thng ngn hng. Cc dch v in t ca ngn hng ang ngy cng pht trin nht l khi n c h tr mnh m ca s pht trin cng ngh thng tin v truyn thng. Theo c tnh ca Lin minh Vin thng Quc t ITU, s ngi s dng in thoi di ng gp hn 4 ln trong vng 10 nm gn y, hin c ti 86.7/100 ngi s dng in thoi di ng. Mt ngi dng Internet cng tng ln. S xut hin ca sn phm Internet bng thng rng vi tc x l cao cng l du mc quan trng nh du s pht trin ca ICT. Nhng cng ngh hin i c p dng vo h thng ngn hng a ton h thng bc vo pha th hai ca chu k pht trin, cho php ngn hng v khch hng giao tip mi lc, mi ni.

S 3. Chu k pht trin ca h thng ngn hng Mc ph cp Internet tng ln cng vi gi dch v ICT gim khin khi cc nc ang pht trin tr thnh th trng khng l y tim nng.

th 2. T l s dng Internet trn tng dn s S ngi s dng Internet tng ln mnh trong vng 5 nm tr li y. Theo c tnh ca ITU, nm 2011, c ti 35% tng dn s s dng dch v Internet, trong s ngi s dng cc nc pht trin tng ng k, mt

bng chng khc cho thy gi ICT cng ngy cng ph hp vi ti tin ca ngi dn hn. Ti cc nc pht trin, s dng in thoi thng minh ang tr thnh mt xu hng.

th 3.T l s dng in thoi thng minh ti mt s quc gia pht trin T l s dng in thoi thng minh nm quc gia i din trn thi u tng ch trong nm 2011. Trong khi , t l s dng in thoi c in gim mnh. S thay i trong tiu dng ny thc y s pht trin mnh m hn na s pht trin ca ebanking, khin vic tip cn cc dch v ti chnh tr nn tin dng hn bao gi ht, mi lc, mi ni. Cui nm 2010, c 4.2 t ngi s dng SMS, chim khong 80% trn tng s thu bao di ng ( Ngun: ABI Research reported on December 29 of 2010/ the TomiAhonen Almanac 2010). C 28% (1.3 t) ngi s dng di ng

truy cp Internet bng di ng; truy cp Internet t in thoi vt qua mc truy cp t my tnh c nhn. 2. Dch v "Ngn hng in t" mt s nc

a. Hoa K Qu I nm 2011, s ngi s dng ngn hng trc tuyn Hoa K tng 7% so vi cng k 2010, v tng 4% so vi k trc ; c 65 triu ti khon tin gi (LDA) trn h thng online-bank tnh trong nhm 10 ngn hng ln nht.

th 4. T l s dng cc ng dng Internet C 14% ngi dng Internet s dng dch v truy vn ti khon (qua email hoc SMS) v 8% s dng cc dch v qun tr ti chnh c nhn qua mng. Biu cng cho thy s quan tm ca khch hng ti nhng dch v ny vt hn t l s dng thc t, cho thy tim nng v th trng trong tng lai. 66% khch hng thanh ton ha n trc tuyn, tc tng trng chm li so vi s tng trng ti 19% trong nm 2010. L do ln nht l lo ngi v

tnh bo mt ca dch v cng ngy cng tng. (Ngun: 2011 State of Online and Mobile Banking, comScore, Inc.)

th 5. Hn ch thanh ton ho n in t M b. Trung Quc Trung Quc n lc tp trung xy dng h tng c s cho cng ngh thng tin. Cng ngh phn cng t tc tng trng khong 45%/nm. Cng ngh phn mm tng 20%/nm. Nm 2008, Trung Quc t khong 747,4 triu thu bao di ng, nm 2009 tng thm hn 100 triu. Cui nm 2009, s ngi dung Internet l 384 triu ngi. Ngnh vin thng to ra doanh thu 2570 t nhn dn t. Nm 2010, 93% ngi s dng di ng c dng SMS. Mc d Trung Quc bc vo "Ngn hng in t" rt chm, nhng nm gn y c nhng bc pht trin ng k. Ngy 01/09/2010, siu ngn hng in t, c th l h thng ngn hng in t th h th hai, c th nghim ti bn thnh ph u tin l Qung Chu, Bc Kinh, Thin Tn, v Thm Quyn. Ngy 04/11/2010, 29 ngn hng u tin c cho php truy cp vo h thng. S xut hin ca siu ngn hng in t c k vng s thc y thanh

ton trc tuyn; bng cch to ra mt knh thanh ton n nh, an ton v hiu qu. c. Cc nc ASEAN S ngi s dng cc trang web ngn hng khu vc ng Nam tng mnh trong nhng nm tr li y. Cc ngn hng ngy cng hiu bit hn v Internet v khch hng quen vi hot ng thanh ton ha n qua mng. Trong nm 2010, s khch truy cp cc trang web ngn hng tng mc hai con s ti 6 nc c kho st Vit Nam, Malaysia, Indonesia, Philippines, Hong Kong v Singapore (Ngun: comScore); Vit Nam, Indonesia v Philippines c t l tng hng nm cao nht (Indonesia c mc tng cao nht 72%). S ngi s dng dch v ngn hng trc tuyn Vit Nam tng 35% t 701.000 ln 949.000 trong nm 2010. Trong khi , s ngi dng Indonesia tng t 435.000 trong thng 1/2010 ln 749.000 mt nm sau . Con s ny Philippines tng 39% t 377.000 ln 525.000. Malaysia l nc c s lng khch hng s dng dch v ngn hng qua mng ln nht vi 2,7 triu ngi trong thng 1/2011, tng 16% t 2,4 triu. Singapore vi 889.000 khch truy cp trong thng 1/2011 so vi 779.000 khch ca cng k nm ngoi, tng ng mc tng 14%. Mc d t c nhng t l tng trng n tng, nhng th trng ny mi ch c mc s dng tng i thp so vi dn s nn tim nng rt ln, c bit khi ngi dng c th bt u thanh ton cc ha n in nc, in thoi trc tuyn. Trong nhm cc nc ASEAN, Singapore, l mt trong nhng nc p dng thanh ton in t u tin trn th gii. Trong phin hp khai mc cp b trng WTO t chc Singapore (12/1996), Singapore chnh thc khai trng vic ng dng ton din cc loi th, th ghi n, th tin mt internet, th thng minh, th mua hng din t, ti tin in t. H thng giao dch in t an ton manh tnh quc t (Network for Electronic Transfers) thnh lp thng

4/1997 c a vo s dng ton din cui nm 1998. Singapore a ln internet 30 chng trnh phn mm ng dng chuyn phc v thng mi in t. C ti hn 10,000 im bn hng trn hn o ny c lp t thit b thanh ton th ghi n. Singapore cng thuc nhm nc c mc gi ICT thp, to iu kin cho a s ngi dn tip xc vi Internet v in thoi.

th 6. Nhm nhng quc gia c gi ICT thp nht

CHNG 2: THC TRNG PHT TRIN NGN HNG IN T TI VIT NAM

I. Thc trng trin khai v pht trin dch v ngn hng in t ti Vit Nam 1. C s php l

Vic cung cp cc dch v giao dch in t trong c E-Banking c thc hin trn c s Lut Giao dch in t ca Quc hi Nc Cng ho X hi Ch ngha Vit Nam s 51/2005/QH11 ban hnh ngy 29/11/2005. y l c s php l mi nht thc hin cc giao dch in t. Lut ny c hng dn c th bng ngh nh ca Chnh ph s 57/2006/N-CP ngy 9 thng 6 nm 2006 v Thng mi in t. Mt s vn bn lut khc nh: Quyt nh s 04/2006/Q-NHNN ban hnh Quy ch an ton, bo mt h thng cng ngh thng tin trong ngnh Ngn hng. Quyt nh s 35/2006/Q-NHNN ban hnh Quy nh v cc nguyn tc qun l ri ro trong hot ng ngn hng in t. Quyt nh s 376/2003/Q-NHNN Quy nh v bo qun, lu tr chng t in t s dng hch ton v thanh ton vn ca cc t chc cung ng dch v thanh ton. Quyt nh ca 308-Q/NHNN ban hnh Quy ch v lp, s dng, kim sot, x l, bo qun v lu tr chng t in t ca cc Ngn hng v T chc tn dng. Quyt nh s 20/2007 ca NHNN ban hnh quy ch pht hnh s dng, thanh ton v cung cp dch v h tr th ngn hng.

Quyt nh s 32/2007 ca NHNN v hn ch s d i vi th tr trc v danh. Quyt nh s 38/2007 ca NHNN ban hnh quy ch cp, s dng v qun l m t chc pht hnh th. Quyt nh 3113/2007 ph duyt n xy dng trung tm chuyn mch th thng nht thuc n khng dng tin mt giai on 2006-2010. 2. Thc trng trin khai tng loi hnh dch v

a. H thng th/ ATM-POS Chnh sch thc y hot ng thanh ton qua th Nhng nm gn y, Chnh ph c nhiu c ch, chnh sch thc y thanh ton trong giao dch x hi v kinh doanh khng dng tin mt. Trong , mc tiu n 2020, v c bn Vit Nam s khng cn thanh ton bng tin mt trong thu chi ngn sch. Ngy 29/12/2006, Th tng Chnh ph ban hnh Quyt nh s 291/2006/Q-TTg ca, n thanh ton khng dng tin mt giai on 20062010 v nh hng n nm 2020 bc u mang li kt qu ng kh quan. Th tng Chnh ph ban hnh Ch th 20/2007/CT-TTg v vic tr lng qua ti khon cho cc i tng hng lng t ngn sch k t ngy 01/01/2008. Ch th 20 c ng lot trin khai thc hin ti tt c cc B ngnh, c quan trung ng v ti y ban Nhn dn 63 tnh, thnh ph trn c nc. Sau 4 nm trin khai thc hin, cho n nay hu ht cc B, ngnh trin khai thc hin t gn 100% cn b cng chc ti tr s chnh v cc n v s nghip trc thuc; y ban Nhn dn cc tnh, thnh ph cng trin khai t gn 89% s cn b cng chc lm vic ti tr s c quan ng cc thnh ph v cc th x.

Ngn hng Nh nc (NHNN) cho bit, tnh n thi im thng 12/2010, s n v hng lng t NSNN trn ton quc l 81.690 n v (tng 3.617 n v so vi cui nm 2009), trong s n v hng lng t NSNN ti cc thnh ph, th x ch chim khong 30% cn li khong 70% s n v l ti cc huyn, x vng nng thn m thc t n nay a s cc huyn mi ch c lp t bnh qun t 1- 10 my v c lp t ch yu ti th trn huyn l ni tp trung ng dn c v c iu kin thun li. Cui nm 2010, thng k s b trn ton quc vn cn 103 huyn trn tng s 554 huyn cha c my ATM, nhiu nht ti cc tnh Cao Bng, H Giang, Sn La, Ha Bnh, Yn Bi, Thanh Ha, Qung Ngi. cc khu vc ny vic u t c s h tng ca cc t chc cung ng dch v thanh ton (TCCDVTT) rt kh thc hin v nng lc cung ng dch v cn rt hn ch ca cc ngnh in, vin thng, cc iu kin sng ca ngi s dng dch v. S n v hng lng t NSNN qua ti khon Cui 2009 Cui 2010 Bng 1. Thng k s n v hng lng t NSNN qua ti khon (Ngun: Hip hi th Vit Nam) Ngy 27/6/2011, Ngn hng Nh nc Vit Nam c vn bn yu cu cc t chc pht hnh th v cc t chc thanh ton th phi hp trin khai kt ni mng li POS trn ton quc, m bo hon thnh kt ni lin thng mng li POS trc ngy 31/12/2011. Ch th c th thc hin cc giao dch rt tin, in sao k, vn tin s d hay thanh ton tin mua hng ha, dch v ti nm 43.953 54% nm 32.131 T l/ s n v hng lng t NSNN 41,5%

mng li ATM/POS rng khp ca tt c cc ngn hng thay v ch c php thc hin giao dch ti cc my ATM/POS ca mt s ngn hng no trong ni b h thng ca mnh. Ngy 27/12/2011, Th tng Chnh ph ph duyt n y mnh thanh ton khng dng tin mt giai on 2011-2015. Mc tiu ca n l n cui nm 2015, tng mnh s ngi dn tip cn cc dch v thanh ton, nng t l ngi dn c ti khon ti ngn hng (NH) ln mc 35%-40% dn s; pht trin dch v thanh ton th, trng tm l pht trin thanh ton qua im chp nhn th; ton th trng c khong 250.000 thit b chp nhn th c lp t vi s lng giao dch t khong 200 triu giao dch/nm. Bng n s lng Th thanh ton c mt nc ta t khong nm 1994 thng qua hnh thc i l chp nhn th ca cc t chc th quc t. n nm 1996, cc loi th NH xut hin nhiu hn nhng phi n nm 2002, khi th ghi n ni a (ATM) u tin vi thng hiu Vietcombank Connect 24 ra i cng mng li my giao dch t ng ATM ti Vit Nam, th trng th NH mi tht s bng n. Cc t chc cung ng dch v tch cc nm bt c hi pht hnh th cho i tng hng lng t NSNN, nn y mnh pht trin c s h tng ca cng ngh th, nh s lng ATM v POS trong 3 nm qua pht trin vi tc cao. Doanh s s dng th nm 2010 trn 600.000 t VN. Cng trong nm 2010, Vit Nam c ti 825,5 triu lt giao dch bng th, (nm 2005 ch l 20,2 triu lt v 609 triu lt nm 2009). S pht trin ca dch v th NH c th xem l lnh vc pht trin nng ng nht trong cc phng tin thanh ton khng dng tin mt. Mt ngn hng ln hin pht hnh mi hng nm cng khong 1 - 2 triu th. Ti din n ngn hng ng Nam 2011, vi s tham gia ca International Data Group (IDG), th trng th Vit Nam c nh gi l mt

th trng nng ng hng u th gii, vi mc tng trng khong 18,5% t nay n nm 2014.

thanh ton ha n tin in, nc, in thoi, bo him, hc ph. Theo quy nh n nm 2015 ton b ngn hng s pht hnh th chip v xu hng th trng cng s dn thay i p ng. Hin c khong 15 ngn hng bt u s dng th chip vi khong 500.000 th. Mi th chip c gi bn trn di 2 USD v cao hn 5 - 10 ln th t. Cng s lng ATM lu k 2006 2007 2008 2009 2010 2011 2.154 4.300 7.600 9.700 11.294 > 15.000 + 21% + 99, 63% + 76,74% + 27,63% + 16,43% + 32,81% 14.000 23.000 25.000 34.000 49.639 > 64.000 + 17% + 64, 29% + 8,70% + 36% + 46,00% +28,93% s lng POS/ECD

Bng 2. Thng k s lng my ATM v POS/ECD (Ngun: Hip hi th Vit Nam) S th ATM Thng hiu S t chc pht hnh 2006 2007 3,5 triu 8,3 triu + 30% + 137,14% 60 _ 17 25

2008 2009 2010 2011

14 triu 21,5 triu 30,7 triu 40 triu

+ 68,68% + 53,57% + 42,79% + 30,29%

160 > 180 230 _

40 46 49 _

Bng 3. Thng k s lng th ATM, thng hiu, s t chc pht hnh ((Ngun: Hip hi th Vit Nam) Theo s liu ca kt qu kho st, giao dch qua ATM/POS t c mc cao nht 53% (trong s nhng ngi s dng NHT). Cho thy khch hng cng ngy cng c xu hng a thch vic dng th ATM v th thanh ton. Tuy nhin, phn khc th trng th thanh ton vn cn m m, theo nghin cu ca Nielsen 24/08/2011, c khong 23% ngi kho st ang s dng th ATM nhng ch c 1% s dng th thanh ton. Tc tng trng pht hnh cc loi th t 2006 - 2010 t t 150% - 200%, nhng t l thanh ton hng ha dch v bng th ngn hng ch t cha n 5%. S lng giao dch rt tin mt bng th qua h thng ATM chim n 70 - 80% s lng giao dch th thc hin. Nguyn nhn khng s dng th thanh ton theo kho st c n 59% khng c nhu cu, 31% khng hiu bit nhiu v dch v v 13% cm thy khng thun tin do th tc ng k ti khon rm r, nhiu ni khng chp nhn th thanh ton. Tng gi tr giao dch qua th tng Doanh s chi tiu qua th tng cao trong nm 2011. Theo s liu ca hip hi Th Vit Nam, doanh s cc loi th ln n 32 t USD vo cui nm 2011, song giao dch rt tin vn cn ln, chim hn 80%. Ti nhng siu th ln nh Co.opmart, Big C, Citimart, Maximark, thanh ton khng dng tin mt ch t xp x 1% v khng qu 5% tng doanh thu.

S liu ca cc ngn hng a ra cng chng minh mc a thch dng th c chiu hng tng ln. DongABank (DAB) l ngn hng c lng th ln trn th trng vi hn 6,066 triu th cc loi n cui nm 2011, tng chi tiu qua th trong nm tng hn 40,64% so vi nm 2010. Trong , ch c 7.155 th tn dng quc t, chim 0,12% tng lng th pht hnh, nhng chi tiu ca loi th ny t 141,573 t ng, chim 21% tng doanh thu. Nm 2012, DAB d kin pht hnh 600.000 th mi. Chi nhnh Vietcombank TP.HCM, chi tiu qua th ni a mt thng chng 30 t ng qua cc knh thanh ton trc tip, mng; c bit thng qua POS tng mnh. Chi tiu ca cc ch th tn dng ca Vietcombank TP.HCM t khong 200 t ng/thng. Cui nm 2011, Vietcombank c 6 triu th ni a v 1 triu th quc t, vi tng chi tiu qua th bnh qun tng 30% tng nm. Bnh qun mt khon chi tiu qua th tn dng Vietcombank l 3 triu ng/giao dch, c s lng ln ngi s dng dng th mc 3 - 4 ln/tun. Ch th tn dng ngy cng chi tiu ti th trng Vit Nam nhiu hn, chim khong 30 - 40%. Nm 2012, Vietcombank TP.HCM s pht hnh mi 1 triu th. Tng chi tiu thc hin qua th tn dng ca ngn hng HSBC Vit Nam c t l tng trng bnh qun trong ba nm qua l hn 90%. Hn 50% chi tiu thanh ton bng th tn dng ca ngn hng HSBC c thc hin nc ngoi: Singapore, M, Hong Kong, Anh quc, c,. Chi tiu nhiu nht vo cc dch v n ung, qun o, ph kin, du lch v bn l. H thng chuyn mch kt ni lin thng h thng ATM trn ton quc i. H thng Smartlink

Mng li im chp nhn th (ATM, POS) lin kt vi h thng Smartlink bao ph ti 95% s lng ATM, POS ti Vit Nam, phc v trn 30

triu ch th ni a, x l tng gi tr giao dch bnh qun gn 106 t ng/ngy. Smartlink hin c 34 ngn hng thnh vin (NHTV), tng ng vi gn 70 % s lng cc ngn hng pht hnh th trn ton quc. V cui nm 2011, Smartlink kt ni thm 3000 ATM ca cc NHTV, nng tng s ATM thuc h thng Smartlink ln hn 8000 ATM, chim hn 53,3 % th phn ti Vit Nam hin nay. ii. H thng Banknetvn

Cng ty C phn Chuyn mch Ti chnh Quc gia Vit Nam c thnh lp ngy 09 thng 07 nm 2004 vi s tham gia gp vn ca 8 c ng sng lp gm 7 ngn hng hng u Vit Nam v Cng ty in ton v Truyn s liu. Banknetvn hin c 16 ngn hng thnh vin. Banknetvn kt ni vi China UnionPay (CUP) - t chc chuyn mch duy nht ti Trung Quc c thnh lp t 2002 v Cng ty Chuyn mch Th Lin bang Nga - Closed Joint-stock Company Processing Company (Union Card - UC). Banknetvn cng cung cp dch v Cng thanh ton trc tuyn, mang thng hiu Bn_debit, cho php cc Website bn hng chp nhn thanh ton tin hng ha v dch v trc tuyn bng th ngn hng. iii. H thng Vietnam Bank Card (VNBC)

Lin minh th Vietnam Bank Card ATM (VNBC) c sng lp bi ngn hng ng . V.N.B.C. hin ang qun l h thng kt ni gia 10 ngn hng v 01 cng ty thnh vin (tp on Mai Linh) vi mng li hn 1.800 my ATM, 2.000 my POS ph rng khp cc tnh thnh trong c nc, phc v hn 5 triu ch th Vit Nam v quc t. iv. S kt ni cc h thng chuyn mch

Mng ATM ca cc ngn hng thnh vin 2 cng ty chuyn mch Smartlink v Banknetvn kt ni thnh cng t ngy 23/5/2008. Thm vo , s kt ni lin thng h thng thanh ton qua mng POS (bt u vo ngy 28/9/2010 ti H Ni v ngy 09/12/2010 ti TP H Ch Minh) cho tng cng 15 ngn hng thng mi v 3 cng ty Banknetvn, Smartlink v V.N.B.C gia tng cung ng tin ch thanh ton khng dng tin mt cho cc ch th; ng thi nhm tit kim chi ph u t m rng mng li POS v gim ti cho h thng ATM ca tng ngn hng. Gia nm 2011, Smartlink cng hon thnh kt ni lin thng 14.800 ATM ca cc ngn hng thuc 3 mng, a ph sng ATM ln 98% s lng my ATM ca ton th trng. S lng POS ca cc ngn hng thnh vin Smartlink c kt ni l 5000 im, nng tng s POS thuc h thng Smartlink ln gn 33.500 im, chim 53,1 % th phn ti Vit Nam. S lng POS ca cc ngn hng thuc 3 mng Banknetvn - Smartlink - VNBC c kt ni lin thng qua h thng Smartlink t gn 58.000 im, a bao ph th trng POS ln 90% s lng POS ca ton th trng. Smartlink s hp tc vi BanknetVN tin hnh cc th tc gia nhp mng thanh ton chu (APN). APN c thnh lp vo nm 2006 ti Malaysia vi mc ch kt ni h thng chuyn mch cc nc khu vc chu Thi Bnh Dng, hin gm i din ca Malaysia, Singapore, Indonesia, Thi Lan, Philippines, Hn Quc v Vit Nam (BanknetVN gia nhp APN). Vi vic tr thnh thnh vin ca APN, cc ngn hng Vit Nam s c m rng mng li thanh ton th ca mnh ra cc nc trong khu vc. Ngi dng th ca cc ngn hng ti Vit Nam qua h thng ny s c hng nhiu tin ch hn. b. Internet banking S pht trin v s lng

Theo Research & Markets, Vit Nam hin c hn 20 ngn hng trin khai Internet Banking. Tuy nhin, hin ch c s t ngi s dng dch v ngn hng bit v dng n tin ch internet banking ti Vit Nam, trong khi Vit Nam l nc c t l ngi s dng Internet kh cao trong khu vc. Nghin cu ca Nielsen 24/08/2011 cho thy, trong s cc khch hng c kho st, ch c 1% s dng Internet Banking, tc dch v ngn hng qua mng ti Vit Nam, trong khi t l s dng Internet ti Vit Nam l 24% dn s, t l kh cao trong khu vc, ch sau Malaysia l 63%. Theo kho st ca Nielsen, c 2 nguyn nhn gii thch cho tnh trng ny: Khch hng cha bit n internet banking, hoc c bit n cng khng bit cch s dng ( t l ny l 52% s ngi c kho st). Lo s ri ro v bo mt (c 28% s ngi tr li l khng s dng dch v v khng c lng tin vo dch v ngn hng qua mng). i vi nhm i tng tr thc tr ti H Ni, trong s nhng ngi c hi, c 36% s dng dch v Online banking (Ngun: Kt qu kho st). i vi giao dch truy vn, khch hng c th thc hin 24/24 k c ngy th 7, ch nht v ngy ngh l. Cc giao dch cn li, nu khch hng thc hin trong gi lm vic, s c hiu lc ngay trong ngy lm vic. Ngoi thi gian trn v trong ngy ngh, ngy l th s c ghi nhn v c hiu lc vo ngy lm vic tip theo. Nm 2010, Vit Nam c nh gi l c mt trong nhng quc gia c t l tng trng s lng ngi dng Internert banking cao nht ng Nam (cng vi Indonesia v Philippines). Mt kho st ca comScore 09/03/2011 ch ra rng tng s khch hng s dng online banking Vit Nam tng 35% trong nm 2010 (t 701,000 ngi 2009 ti 949,000) (Indonesia tng 72%, Philippines tng 39%).

c. Mobile/ SMS banking Nm 2003, NHTMCP Chu l ngn hng Vit Nam u tin ng dng Mobile Banking phn phi cc dch v ti chnh ngn hng thng qua hnh thi SMS. Hin nay, cc NHTM Vit Nam tip tc ci tin v ng dng cc hnh thi khc ca Mobile Banking nh WAP v Mobile Client Applications nhm cung cp cc tin ch tt hn cho khch hng v m bo an ton trong hot ng kinh doanh ngn hng. Tnh n cui nm 2011, 8 ngn hng trin khai Mobile Banking cc mc khc nhau. S dng dch v SMS Banking, tng i s t ng gi tin nhn thng bo bin ng s d ti khon ti khch hng mi khi ti khon ca khch hng c giao dch pht sinh. Ngoi ra, bng cch son tin nhn theo c php quy nh gi tng i, khch hng c th tra cu s d ti khon, sao k chi tit nhng giao dch gn nht, tra cu a im chi nhnh, a im t ATM, t gi, li sut... Dch v SMS banking c th c s dng bi khch hng ang s dng in thoi di ng ca hu ht cc mng: Vinaphone, Mobifone, Viettel. S-Fone v EVN - Telecom, Vietnamobile, Beeline. Tuy nhin hiu qu ca dch v ny mang li cho khch hng khng cao, xut pht t l do kh s dng. Ngn hng yu cu khch phi ghi nh c php tin nhn theo quy nh ca h, s lng k t truyn i trn mt bn tin li b gii hn. Bn cnh , tnh bo mt li km do ni dung tin nhn thng c lu tr trong hp th gi i ca my in thoi, d liu gi t my in thoi n ngn hng khng c m ha v k in t nn an ton khng cao. V vn tn ti cc im hn ch v tnh bo mt ni trn nn kim sot ri ro i vi cc giao dch ti chnh s dng phng thc nhn tin, cc ngn hng ch dng li vic cung cp thng tin hoc thc hin giao dch ti chnh vi hn mc rt thp.

Vic trin khai ng dng mobile banking c cc ngn hng xem nh mt gii php khc phc nhng im yu ni trn ca SMS Banking. Bng vic tch hp cc ng dng ngn hng ln chic in thoi di ng, ngi dng c th dng TD giao dch nhanh, tin li hn so vi th ATM. Mobile banking c Ngn hng Chu (ACB) tin phong trin khai t nm 2003, trn c s hp tc vi Cng ty Phn mm & Truyn thng VASC v hai nh cung cp dch v in thoi di ng MobiFone v VinaPhone. c cung cp ra th trng trong nc vi nm nhng theo thng k t cc ngn hng, mobile banking vn cn t ngi tiu dng Vit Nam chp nhn s dng. Tuy nhin, cc ngn hng vn ang y mnh vic u t v pht trin mng dch v ny n u xu hng pht trin trong tng lai. Hin nay gn nh ngn hng no ti Vit Nam cng c dch v Mobile Banking lin kt vi cc nh mng di ng, cc nh cung cp dch v thanh ton trc tuyn. V d : Dch v Mobile -banking ca ngn hng TMCP Chu: Mobilebanking l mt phng tin phn phi sn phm dch v ngn hng ca Ngn hng Chu, khch hng dng in thoi di ng nhn tin theo mu ca Ngn hng, gi n s 997 s dng dch v. Tt c cc khch hng u c th s dng dch v Mobile-banking ca Ngn hng Chu vi nhiu dch v nh: Dch v cung cp thng tin sn phm dch v ngn hng nh t gi, gi chng khon Dch v cung cp thng tin ti khon c nhn, s d, bng k giao dch, s d lu k chng khon, thng bo s d t ng Dch v thanh ton ho n dch v, mua sm hng ho, thanh ton ho n in, nc, in thoi

Dch v mi gii chng khon (theo di thng tin ti khon, t lnh mua bn) ng k s dng dch v, khch hng ng k ti chi nhnh ACB gn nht v c cp mt m s dng thanh ton trn h thng Mobile-banking. Khi khch hng son tin nhn theo quy nh ca ngn hng cho tng dch v gi ti ngn hng theo s 997 s c ngn hng thc hin v thng bo kt qu thng tin, giao dch theo yu cu c th. Sau y l mt vi mu tin nhn yu cu dch v: Xem thng tin t gi: ACB Tygia (Tg) {Loi ngoi t} : ACB Tygia USD EUR GOLD Xem thng tin gi chng khon: ACB GiaCK (CK) {Loi chng khon}: ACB GiaCK Ree Sam Hap Dch v thanh ton thng qua h thng Mobile-banking: Khch hng c th s dng dch v ny thanh ton tin mua sm hng ho dch v ti cc siu th, nh hng, trang web bn hng trn mng. Khi khch hng gi tin nhn yu cu thanh ton theo mu c sn, ngn hng s gi tin nhn xc nhn giao dch v thc hin vic tr tin cho cc i l. Bn cnh , khch hng cn c th s dng dch v ny thanh ton ho n (in, nc, in thoi v in thoi di ng) hay thm ch c th giao dch chng khon qua TDD ch bng vi tin nhn dn gin. Giao dch chng khon trn Mobile - banking: (Khch hng n Cng ty chng khon ACBS ng k s dng dch v) v thc hin giao dch qua cc tin nhn theo mu nh : t lnh mua bn chng khon: ACB Mua/Bn {M chng khon} {S lng} {Gi mua} {Loi lnh} VD : ACB Mua REE 100 21000 D0

Lnh hy giao dch mua bn : ACB Huy {M chng khon} {S th t lnh} Quy trnh c th cn thng qua nhiu bc nh xc nhn khch hng, kim tra mt m, xc nh lnh c thc hin chi tit khi khch hng s dng thc s dch v ca ngn hng. ng dng cng ngh Trn th trng hin nay, Mobile Banking thng p dng 2 loi cng ngh: i. SimToolKit: ng dng c ci trc tip trn SIM, giao tip gia

thit b v ngn hng thng qua SMS c chun ha c php v m ha ni dung. u im: ng dng chy trn mi dng in thoi; mc bo mt tt do ngi dng phi xc minh danh tnh v m ho. Nhc im: Khch hng phi s dng sim t nh cung cp dn n kh khn v tn km khi cp nht nng cp (thay sim mi). Tuy nhin, ng dng c nng cp c th cho php nh pht hnh cp nht menu ng dng thng qua sms. ng dng SimToolKit ch h tr giao din n gin, khng h tr a phng tin. ii. Mobile Apllication: ng dng c ci ln thit b (thng l Smartphone) v phi c kt ni Internet dng GPRS hoc 3G hoc WIFI u im: Bo mt tt, cp nht nng cp ng dng d dng. Nhc im: Ch thch ng vi loi thit b nht nh. Dch v tin li, bo mt Cc dch v cung cp qua Mobile Banking thng mang tnh giao dch cao: 1. Vn tin

2. Chuyn khon (cng h thng/ khc h thng) 3. Thanh ton s d th tn dng 4. Thanh ton ha n in nc, truyn hnh cp, cc dch v khc (Billing) 5. Np tin cho in thoi, th. (Top-up) 6. Cc dch v gi tr gia tng b sung thm 7. Cc dch v thng bo (Alert) Cc dch v Mobile Banking ca cc ngn hng nh DongA Bank, Tin Phong Bank, MBBank, Techcombank, Vietcombank cn cho php ngi dng np tin vo cc dch v thanh ton trc tuyn, thanh ton hng ha, dch v khc trn TD, my POS Cc giao dch qua knh mobile banking c th thc hin bt c lc no, k c ngy ngn hng khng lm vic. mt giao dch qua mobile banking thnh cng cn bo m ba yu t, l th SIM in thoi chnh l thit b nhn dng khch hng, mt khu (password) do ngn hng cung cp m khch phi ghi nh, v th xc thc cha cc thng tin ngu nhin ngn hng s cung cp khi pht sinh giao dch chuyn khon v khch cn in ng thng tin c yu cu. Do vy, v mt k thut, khi s dng mobile banking th bo mt gn nh l 100%. Mc d mobile banking rt tin li v bo mt nhng t l khch hng ng k s dng dch v ny rt thp, thp hn nhiu so vi s ngi s dng Internet banking ca ngn hng. Tim nng pht trin Mobile/ SMS banking Tuy nhin, khi m chic in thoi di ng tr thnh mt thit b c nhn rt ph bin, v y l c s cho s pht trin ca nhiu ng dng trn thit b ny, trong c mobile banking. Vi yu t bo m c s an ton,

bo mt v tin dng cho ngi s dng, tin rng mobile banking s c khch hng s tip nhn v s tr nn ph bin Vit Nam trong tng lai. Cng ngh NFC gip mobile banking pht trin Cng ngh giao tip khng dy Near Field Communication (NFC giao tip trng gn) mi nht cho php d liu c trao i gia hai thit b trong khong cch rt ngn. NFC l mt cng ngh giao tip trng ngn cho php cc thit b c th trao i thng tin vi cc thit b NFC hoc th nht nh h tr NFC, ging nh cch mt u c th qut v mt u c th tn dng lm vic. NFC c th bin chic in thoi thng minh thnh th thanh ton o, t cc nh sn xut TD, nh cung cp dch v vin thng v ti chnh c th ng dng gip ngi dng thc hin cc giao dch in t qua TD an ton, tin li hn so vi thanh ton bng th tn dng. nhiu nc nh Nht, M, cng ngh NFC c p dng v ngy cng ph bin. Hin Vit Nam xut hin kh nhiu mu smartphone tch hp cng ngh NFC v ch cn ch cc nh cung cp dch v vin thng, ti chnh nghin cu trin khai ngi tiu dng s dng. d. Phone banking/ Call center 24/7 Qua dch v Phone-banking, khch hng c th s dng rt nhiu dch v ngn hng nh: hng dn s dng dch v, gii thiu thng tin v dch v ngn hng, cung cp thng tin ti khon v bng k cc giao dch, bo n, bo c, cung cp thng tin ngn hng nh li sut, t gi hi oi, chuyn tin, thanh ton ho n v dch v h tr khch hng,.. thc hin mi lc mi ni k c ngoi gi hnh chnh. Cc ngn hng u c callcenter h tr khch hng, c s dng hu hiu h tr tt c cc loi hnh ebanking. Phone banking mc d cng c trin

khai hu ht cc ngn hng nhng i tng khch hng hn ch, ch yu l t chc, doanh nghip. V d: Dch v Phone banking ca ngn hng Techcombank (Techcombank voice access) Vocaly. Ngn hng k thng Vit Nam vi s h tr ca trung tm cng ngh thng tin ca Hc vin Bu chnh vin thng ( CDIT) xy dng h thng dch v giao dch qua tng i t ng ( Techcombank voice access) c gi tt l Vocaly. s dng dch v ny, khch hng dng in thoi c nh hoc in thoi di ng gi n s 1570 s c tng i t ng hng dn cc bc tip theo hon tt giao dch. Thng qua hng dn chi tit v cc phm chc nng, sau khi xc nhn khch hng, h thng Vocaly s cung cp cho khch hng cc dch v sau: Nghe thng tin ti khon v hai bin ng ti khon gn nht. Tra cu thng tin h tr khch hng ( li sut tin gi, t gi qui i mua vo- bn ra (Bid rate- Ask rate) ca cc loi ngoi t, hp th)/ Ngoi ra, khch hng c th thay i mt khu hoc nghe hng dn v thng bo mi ca ngn hng. e. Home banking Dich v Home banking cng gp tnh trng nh Phone banking, ch phc v i tng khch hng ch yu l doanh nghip. Tnh hnh pht trin ca loi hnh nhn chung cn nhiu ro cn V d : Dch v Home-banking ca ngn hng TMCP Chu : Trn c s Ngn hng Nh nc cho php s dng ch k in t trong thanh ton, giao dch ngn hng, Ngn hng TMCP Chu pht trin h thng Homebanking phc v nhu cu thanh ton v chuyn tin trong

nc. s dng dch v, khch hng ch cn ti chi nhnh gn nht ca ACB v hon tt th tc ng k s dng ch v. Vi ti khon ti Ngn hng Chu, khch hng c th thc hin tt c cc giao dch thanh ton qua ngn hng nh : Chuyn khon (funds transfer): Khch hng c th chuyn tin t ti khon tin gi thanh ton ca khch hng n cc ti khon khc thuc h thng Ngn hng Chu. Thanh ton ho n (Bill payment): Khch hng thanh ton cc ho dn nh cc ph in, nc, in thoi, Internet Chuyn tin (Money transfer): Khch hng chuyn tin t ti khon ca mnh n cc ti khon khc m ti h thng ACB hoc ngi nhn tin mt bng chng minh nhn dn, passport trong hoc ngoi h thng ACB. Ngoi ra khch hng c th tra cu thng tin ti khon, thng tin ti chnh, thng tin ngn hng mt cch an ton, bo mt, chnh xc v tin li. i vi khch hng l doanh nghip, quy trnh thanh ton qua Homebanking c thc hin tng i phc tp hn vi quy trnh bo mt, xc nhn an ton hn. Mi doanh nghip s c h thng Home-banking cung cp hai loi User c m s truy cp, mt khu khc nhau c phn quyn. Lnh thanh ton ca khch hng chuyn n Ngn hng thng qua h thng Home-banking c k 2 ch k in t theo ng quy nh chng t ca Ngn hng Nh nc v hu ht c thc hin ngay trong ngy lm vic.

III. Tim nng pht trin v nhng hn ch ca dch v ngn hng in t ti Vit Nam
1. Tim nng dch v ngn hng in t ti Vit Nam a. S ph cp ca Internet bng thng rng v in thoi di ng: Ngy 28/04/2011, Cng ty nghin cu th trng Cimigo cng b Bo co NetCitizens 2011 v tnh hnh s dng v tc pht trin ca mng Internet ti Vit Nam. Theo kt qu kho st, 31% dn s Vit Nam c truy cp Internet, trong c khong 2/3 truy cp Internet hng ngy (trung bnh khong hn 2 ting). Trong s nhng ngi s dng Internet, c khong 40% truy cp bng in thoi di ng hay smartphone. n nm 2008, 100% doanh nghip u kt ni Internet. Vit Nam ang nm trong top 10 quc gia c s lng thu bao di ng nhiu nht th gii. Nm 2010, theo s liu thng k ca B Thng tin v Truyn thng, tng s thu bao in thoi trn ton mng Vit Nam l 156,1 triu, trong di ng chim 90,32%, tng ng vi hn 140 triu thu bao; mt t 180,7 my/100 dn. b. S pht trin n r ca thng mi in t: Thng mi in t l lnh vc hot ng kinh t khng cn xa l vi nhiu quc gia, bi nhng tnh u vit ca n nh t tn thi gian, cng sc, tin bc cho nhng giao dch kinh t. Tuy nhin, vi nhng hn ch v thanh ton in t, TMT Vit Nam cha th c bc pht trin vt bc. Thng 8/2011, theo iu tra ca V thng mi in t (B Thng Mi), hin nc ta c hn 98,3% doanh nghip c website gii thiu v doanh nghip mnh, trong c n hn 62,5% website ch dng gii thiu sn phm, dch v v ch c khong 27,4% cho php t hng qua mng trong s website c h tr thanh ton trc tuyn ch hn 3,2%. Tim nng ca cc dch v Ebanking rt r nt.

Cng thanh ton trc tuyn: M hnh thanh ton trc tuyn ti Vit Nam bt u v si ng trong vi nm tr li y. C kh nhiu cng thanh ton trc tuyn ra i: Nganluong.vn, VNmart.vn, Payoo.vn, OnePay, Baokim.vn, a dng v phc v i tng s dng khc nhau. 2. Hn ch e-banking Vit Nam Nhng s liu phn tch trn chng minh rng thc s trong thp k u tin trong th k 21 ny, th trng Vit Nam c s chuyn bin mnh m trong thanh ton khng dng tin mt (TTKDTM) vi s ra i ca nhiu phng tin v dch v thanh ton mi, hin i, tin ch p ng c cc nhu cu ca ngi s dng vi phm vi tip cn m rng ti cc i tng c nhn v dn c. T nn tng thanh ton hon ton th cng chuyn dn sang phng thc x l bn t ng s dng chng t in t, n nay cc giao dch thanh ton c x l in t chim t trng kh ln. T l tin mt trn tng phng tin thanh ton trong vng 10 nm qua ti Vit Nam gim mnh t mc 23,7% nm 2001 xung 14,6% nm 2008 ( tc l gim gn 50% ). Tnh thng 12/2010, t l thanh ton bng tin mt ch cn khong 14%. H thng ATM cng nh s lng ti khon ca ngi dn ti h thng ngn hng ngy cng tng mnh. Theo thng k c a ra ti Trin lm v hi tho v cng ngh ngn hng (Banking Vit Nam) ln th 14 din ra trong 2 ngy (25-26/5/2011) ti H Ni, tnh n ht nm 2010 s lng th trn phm vi c nc t khong 28,5 triu th, hn 11.000 ATM v gn 50.000 thit b chp nhn th (POS). Kho st do comScore tin hnh c cng b ngy 9/3/2011 cng cho thy s ngi s dng ngn hng in t Vit Nam tng 35%, t 701.000 ln 949.000. Vic khng s dng tin mt trong lu thng l mt trong nhng thc o quan trng ca vic ng dng cng ngh thng tin trong cc dch v ngn hng thng mi, ng thi cho thy nhng tn hiu ng mng khng nh s pht trin ca khu vc ngn hng in t ni ring v ton b s pht trin ca h thng ngn hng ni chung ang ngy cng khi sc.

Tuy nhin, mt thc t c nhn thy, tuy c nhng bc tin pht trin ng k nhng dch v ngn hng in t ti Vit Nam vn cn tn ti nhiu bt cp v hn ch. iu c minh chng rt c th bi thc trng s dng v pht trin loi hnh dch v ny nc ta trong nhng nm gn y c bit l khi t trong bi cnh so snh cng vi mt s nc trong khu vc v trn th gii. T trng tin mt hng nm gim, nhng vn cn mc cao, khi m t trng ny cc nc tin tin nh Thy in l 0,7%, Na Uy l 1%, cn Trung Quc l mc l 10%. Mt khc, tc gim t l thanh ton khng dng tin mt Vit Nam l chm so vi cc nc khc, in hnh l Thy in. Nm 1999, Thy in vn c coi l nn kinh t tin mt khi t l tin mt trn tng phng tin thanh ton vt mc 17%. n nm 2000, sau khi cuc cch mng thanh ton khng dng tin mt c thc thi, t l ny ch cn 0,7%. Nhng nguyn nhn ng sau nhng bt cp ny rt a dng, c nguyn nhn khch quan v ch quan, nh ngun nhn lc cho hot ng kinh doanh dch v ngn hng hin i cn thiu, cha c tnh chuyn nghip; k nng x l ca cc nhn vin ngn hng cng cn thp; hnh lang php l cha hon thin v ng b; h tng c s thng tin vin thng cn km pht trin, thiu s ng b, kt ni gia cc ngn hng, Song c th thy, vn nng lc ti chnh ca cc ngan hnagf thng mi cn hn ch, thiu vn u t c s h tng, cng ngh thong tin phc v cho vic trin khai cc dch v ngn hng hin i v thi quen a thch s dng tin mt ca ngi dn cng vi nhng lo s v dch v ngn hng hin i thng cha ng nhiu ri ro l nhng nguyn nhn c bn nht km hm s pht trin ca dch v ngn hng hin i... T bi cnh pht trin trn, nhm nghin cu xin i su phn tch, ch ra mt s hn ch, ro cn ch yu tc ng mnh m n s pht trin ca loi hnh dch v ny. a. C s h tng cng ngh.

Hin nay, cc ngn hng thng mi rt quan tm n vic u t i mi cng ngh nng cao cht lng dch v cung ng cho khch hng, nhng vn cn nhiu bt cp: Quy m vn ca ngn hng thng mi nh; chi ph u t hin i ha cng ngh cao; kh nng ng dng cng ngh tin tin ca nhn vin ngn hng cn hn ch nn dn n lng ph, khai thc khng ht tnh nng ca cng ngh mi. in hnh l h thng giao dch t ng ATM, sau mt thi gian trin khai thc hin vn cha ht nhng bt cp, cha c s kt ni trong ton h thng ngn hng c th gim chi ph u t v m bo hiu qu giao dch cho khch hng. Vic NHNN cng b chnh thc kt ni hai lin minh th ln Vit Nam l Smartlink v Banknetvn, m ng cho vic hnh thnh mt mng thanh ton in t thng nht trn ton quc nhng cng ch mi dng kt ni cng ngh nn vic cung ng dch v ngn hng vn cha t hiu qu cao hn. Thm vo , mng li ATM v s kt ni thanh ton th qua POS ca h thng ngn hng vn cha hon chnh v thng nht. Vo cui qu 3/2010, cng ty C phn Chuyn mch Ti chnh Quc gia (Banknetvn) v cng ty C phn Dch v th Smartlink lin kt cc im POS trn a bn H Ni v thnh ph H Ch Minh vi nhau. Giai on u c 8 ngn hng tham gia h thng lin kt ny bao gm: Vietcombank, Agribank, BIDV, Techcombank, Vietinbank, VIB, SeaBank v OceanBank. Nh vy, nu khch hng s dng th ca 8 ngn hng ny th th mi c chp nhn thng qua cc my qut th ln nhau, cn th ca cc ngn hng khc th ch c s dng thng qua POS ca ngn hng (ngoi tr th tn dng quc t). V vy, gi s trong v ca khch hng c th v trong th c tin cng kh tm c im qut th ph hp. iu bt cp ny gy rt nhiu phin phc cho ch th, l nguyn nhn chnh khin ngi dn vn u tin s dng tin mt.

Tuy nhin, nhn nhn trn gc ch quan t pha cc ngn hng, c th nhn thy mt s nguyn nhn sau: Th nht, mc d rt mun y mnh ng dng cng ngh thng tin vo cc dch v ca mnh, nhng thc t l, vn iu l ca cc ngn hng Vit Nam cn hn hp hn ch kh nng trang b v ng dng cc cng ngh hin i. Vn u t i hi phi rt ln, thi gian thu hi vn di hn m hiu qu u t li thp. Nhn chung, ch nhng ngn hng ln mi quyt tm v tim lc thc hin vic ny. Bn cnh , s chnh lch v trnh cng ngh gia cc ngn hng cn kh cao dn n vic cc ngn hng kh kt ni, phi hp vi nhau trong vic cung cp cc sn phm nht qun, gy kh khn trong tng tc khch hng. Th hai, l do thi quen s dng v hiu bit ca ngi tiu dng, cha s dng c ht cc tin ch ca dch v ngn hng in t dn n vn u t vo hot ng ny km hiu qu. Theo bo co ca hi tho ngn hng thng nin nm 2011, tuy t l dng th ATM Vit Nam kh cao, tc tng trng pht hnh th t 2006 2010 t t 150% - 200%, nhng t l thanh ton hng ha dch v bng th ngn hng ch t cha n 5%. S lng giao dch rt tin mt bng th qua h thng ATM chim n 70 - 80% s lng giao dch th thc hin. a s cng nhn vin chc ch yu s dng th n thng rt tin lng v t c giao dch khc. Trong khi , khong trn 10 nm nay, cc ngn hng u t rt ln cho h tng c s v trang thit b phc v cho hot ng ca ATM, nhng ngun b p cho tin u t l cha c, hay ni chnh xc l c t. Ngay c i vi cc ngn hng ln, vic pht trin v duy tr hot ng ca mng li ATM vn rt kh khn. Cng bi chi ph u t cho ATM kh ln (bao gm chi ph mua my, lp t, bo tr, chm sc, vn hnh, lp t camera,) trong khi cc ngn hng khng c ngun thu i vi h thng ATM. Hn na s tin duy tr trong ti khon ca khch hng ch tng ng vi s

tin cc ngn hng phi np sn vo my ATM cng nh d tr cho vic tip qu ATM, do ngn hng khng c hng li nhiu t cc khon tin ny. Trong khi , cc ngn hng vn cha c thu ph giao dch ATM ni mng b p mt phn chi ph u t cho h thng ATM. Ring chi ph ban u mt my ATM ln ti 20.000 USD. Hin nhiu doanh nghip ang phi b l cho dch v ATM vi s tin b l khong 10-30 t ng/nm. Trong tnh hnh huy ng kh khn nh hin nay th cc ngn hng, c bit l cc ngn hng c mng ATM ln, cn phi chu p lc rt ln trong vic m bo tin mt y , kp thi phc v cho cc giao dch ca khch hng ti cc my ATM. Kh khn ngy cng gia tng hn vo cc dp ngh l, Tt khi nhu cu rt tin mt tng t bin. Chuyn gia cng ngh ngn hng, ng Nguyn Xun Dng cho bit, hin ch c di 5 trn tng s 30 ngn hng hot ng pht hnh th c li nhun t lnh vc ny. Tuy l nhng cc ngn hng vn phi chp nhn tng tin ch nhm pht trin khch hng, hi vng khi c thi quen s dng th th khch hng s gi tin trong ngn hng. Chnh s thiu ti a ha hiu qu kinh doanh t hot ng kinh doanh ny cng l mt nguyn nhn dn n nhng kh khn trong vic cung cp ngun vn nng cp c s h tng cng ngh. b. Cht lng v tnh a dng ca dch v Cc dch v, phng tin thanh ton cha phong ph v tin ch cha cao Mc d thi gian qua, NHNN trin khai mt s chng trnh mang tnh nh hng th trng nhm mc tiu thc y pht trin mng li POS th ni a, tuy nhin, vic m rng mng li chp nhn th ni a vn gp rt nhiu kh khn, tr ngi. Do phn ln khch hng s dng th ni a l ngi Vit Nam, vn qu quen vi vic s dng tin mt v li lun c sn tin mt cng nh d dng tip cn vi ngun tin mt c ti cc ATM, nn vic s dng cc phng tin TTKDTM cn rt hn ch.

Cc phng tin thanh ton hin nay cha c trin khai trn din rng p ng nhu cu thanh ton trong nn kinh t. Cc phng tin thanh ton ny cn mi m v b ng vi phn ln ngi dn; tm l e d, s ri ro ngn cn vic tip cn ca ngi tiu dng vi cc phng tin thanh ton mi. Cc thanh ton trong khu vc dn c phn ln vn s dng tin mt, ngay c thnh th, ni c iu kin thun li cho pht trin cc phng tin TTKDTM, vic s dng tin mt vn cn ph bin. Dch v th ngn hng mi c s gia tng v s lng nhng cha c s chuyn bin thc s v cht lng, vic chuyn khon ch yu c thc hin trong ni b tng ngn hng; dch v i km ATM c nhng cha nhiu. H thng POS cha pht trin rng, thanh ton qua POS cn hn ch; s lng giao dch qua POS cn t (ch t cha n 5% doanh s bn hng). Cht lng v s lng cc dch v tuy c ci thin nhng vn cn nhiu hn ch. C th ni, mt im yu ph bin v ni bt ca cc ngn hng thng mi Vit Nam l s n iu trong hot ng kinh doanh. Doanh thu ca cc ngn hng thng mi vn da ch yu t cho vay trong khi hot ng cho vay l mt lnh vc nhiu ri ro. i vi th trng th - mt lnh vc c nh gi l c bc pht trin vt bc thi gian qua nhng vn mang tnh ri rc do c s khc bit trong quan im gia cc ngn hng thng mi, cc lin minh. Phm vi pht hnh v s dng th mi ch yu tp trung mt s tnh, thnh ph ln; i tng s dng th ch yu tp trung vo tng lp ang lm vic trong lnh vc ti chnh ngn hng, trong cc khu cng nghip, khu ch xut v mi y l i tng hng lng t Ngn sch Nh nc. Dch v ngn hng in t ti Vit Nam hin nay, c th ni khng b hp trong mt vi lnh vc hot ng, cc knh giao dch in t mi ln lt ra

i: v in t, Mobile Payment, PayPalnhm p ng nhu cu ca ngi tiu dng, tuy nhin vn tn ti nhiu bt cp. Vi hnh thc thanh ton qua in thoi di ng (Mobile Payment), ng Jan Jirovec, Gim c Pht trin kinh doanh ca BSC Praha (mt cng ty chuyn hot ng trong lnh vc cung cp gii php ngn hng a knh ca Cng ha Sc, tng tin hnh nghin cu v cc dch v ngn hng ti Vit Nam) nhn nh: Vit Nam vn cn nhiu hn ch so vi nhiu quc gia trong khu vc. Vic thanh ton bng tin mt trong ngi dn vn chim a s, ngi dng in thoi di ng li ngi tm hiu tnh nng cng nh mnh dn s dng tin ch Mobile Payment do cc doanh nghip cung cp. Chnh v th, thi im hin nay Vit Nam mi ang chp chng tng t nh cu chuyn ca nhiu nc chu u hn chc nm trc y, ng Jan Jirovec ni. Dn ti tnh trng ny cng c li ca pha ngn hng. Nhiu ngi dn mun dng Mobile Payment th nhng h li khng bit phi bt u t u. Thc t ny cn cho thy cc ngn hng, n v cung cp tin ch Mobile Payment cn coi nh cng tc truyn thng, thiu nhng hng dn chi tit nht, c bn nht cho ngi dng. Hiu qu ti a mang li cho tng ngn hng t vic ng dng cng ngh hin i cn cha cao. Thc tin, vic ng dng cc cng ngh hin nay vn cn nhiu bt cp, mt bng trnh cng ngh ca cc ngn hng hin nay vn cn mc thp, khong chnh lch trnh cng ngh gia cc ngn hng kh xa dn n hai tnh trng tri ngc nhau: hoc l ch c th ng dng cng ngh mc thp do hn ch v vn hoc li cha khai thc s dng ht tnh nng cng ngh hin i do mt s quy trnh, chun mc nghip v cha c ban hnh y . Chnh iu ny cng l nguyn nhn khin cc ngn hng kh kt ni c li vi nhau.

Ph cha tha ng C th nhn thy trong bng kt qu Survey m nhm nghin cu thc hin, mc cha hi lng v ph dch v trong quy m kho st chim khong : 14.8% , bn cnh t l nh gi quan trng ca chi ph dch v l tiu ch la chn hng u cng chim ti: 47.7% ( Ngun: Kt qu Survey) Trn thc t, cc n v cung cp dch v kinh doanh cho khch hng cha mn m vi vic chp nhn thanh ton qua th. Cc siu th, ca hng, trung tm mua sm, khch sn, bnh vin, nh ga, bn tu, xe... u khng a chung POS cho d cc ngn hng lp t min ph thit b ny. im mu cht y l vn khng mun cng khai doanh thu gim bt thu thu nhp v khng mun mt ph cho ngn hng. Mc d theo thng l quc t, ph sut m cc n v ny phi tr cho ngn hng l 3% doanh s tin qut th, nhng t n v kinh doanh no Vit Nam chp nhn tr t l ny, h mun min ph hoc cng lm l tr t 1% - 1,5% tng doanh s. V th, mt s n v chp nhn th ( VCNT) d k hp ng chp nhn th vi ngn hng nhng vn tm nhiu cch hn ch cc giao dch bng th ca khch hng nh my c th vo ni khut, u tin khch hng tr tin mt, Hin ti ch c nhng n v c giao dch thanh ton cho ngi nc ngoi (khch sn, ca khu...) l sn sng chp nhn s dng POS v ngi nc ngoi c thi quen dng th. Cc loi ph nh ph tra cu s d, ph cp li m PIN, ph cp bn sao thng tin giao dch, trong ph rt tin mt c th ln ti 4% (ti thiu 40.000 ng), ph giao dch 2,75%, cha k cc th tc ngn hng khng phi lc no cng d hiu cng l mt trong nhng ro cn ng ch i vi s pht trin ca th trng th. T thng 6-2011, cng thanh ton trc tuyn quc t Paypal trc tip tham gia th trng Vit Nam. Cc giao dch trong nc c th s dng cng

thanh ton ny nhng s phi chu mc ph giao dch t 3-3,9%. Paypal hin h tr 24 loi tin t nhng cha h tr VND, do vy cc giao dch ni a thanh ton qua Paypal vn phi chuyn thnh ngoi t v chu ph chuyn i tin t t 1-2% ty theo loi th thanh ton s dng. Thm na, vo thi im t gi USD chnh lch cao gia ngn hng v th trng t do, c ngn hng thu ph chuyn i ngoi t ti 7%, thm ch 10%. Li sut cho vay cng l mt vn khng nh m ngi dng th phi cn nhc. Ty theo ngn hng nhng hin nay hu ht ang mc 23-24%/nm. Thm vo , cc ngn hng chy ua h mc ph chit khu cho cc VCNT khin cho vic pht trin mng li POS khng c hiu qu do cc ngn hng khng c ngun thu b p chi ph u t mua sm thit b, chi ph cho nhn s pht trin n v chp nhn th. y cng chnh l mt trong nhng biu hin ca hot ng kinh doanh cha hiu qu qua hnh thc dch v ngn hng in t ca cc ngn hng. Cch thc s dng phc tp v s thiu ng nht trong dch v. Nghin cu v ngi tiu dng Vit Nam do Nielsen cng b vo thng 8/2010 cho thy, trong s 600 ngi c kho st, ch c 1% s dng internet banking. Cc dch v Internet Banking, Mobile Banking c phng thc thc hin giao dch qu phc tp, iu ny lm cho cc doanh nghip v c nhn khng mn m lm vi nhng dch v tin tin ny. Ngoi ra, trong qu trnh trin khai, a dng ha cc knh cung cp dch v mi nh ATM, SMS, Call Center, Mobile Banking, Internet Banking, cc ngn hng Vit Nam tin hnh ring r, thiu kt ni. V d nh 2 knh giao dch in t ca ngn hng l Mobile Banking v Internet Banking hin nay vn cha nht qun v d liu nn vn c tnh nh 2 mng dch v ring. iu ny a n cho ngi s dng nhng tri nghim khc nhau khi h s dng cng mt loi giao dch t cc knh khc nhau. y l mt trong nhng nguyn nhn mang tnh cht nh tnh khin khch hng khng cm thy thoi mi khi s dng cc dch v ny.

Thiu kt ni tng th Nhng nm gn y, hot ng thanh ton trc tuyn Vit Nam c thc y pht trin vi s xut hin ca 53.952 im thanh ton chp nhn th (POS Point of Sale), 11.696 ATM (theo bn bo co ca Hi th Ngn hng Vit Nam, 2010). Tuy nhin, mt iu quan trng m cc doanh nghip, cc ngn hng cha thc hin mnh m chnh l s lin kt, hp tc, lin thng v ng b ha. Bn v xu hng hin i ha h thng ngn hng, ng Petr Coutny, Tng Gim c hng cung cp gii php cng ngh ngn hng BSC Praha, nhn xt: Cc ngn hng Vit Nam rt ch trng u t vo cc gii php ngn hng li tt nht (nh T24, FLEXCUBE, Finnacle) nhng nhn chung cc h thng ny, tuy t tin, song li cha thc s hin hiu qu, trn vn chc nng. Cc ngn hng thng cung cp cc dch v ngn hng trc tuyn n gin, tp trung pht trin ni b v giao tip trc tip vi h thng ngn hng li. Cc knh khc thng thiu thn hoc cung cp thng tin mt cch th ng hay nht thi. Vn ng lo ngi trong vic ti u ha h thng ngn hng, theo ng Coutny, chnh l s thiu ng nht trong h thng ngn hng vi kh nng tch hp dch v a knh thp. Phn ln cc giao dch u bng tin mt, chi ph lao ng c v r hn so vi u t h thng cng ngh thng tin hng u nhng trong tng lai quan im sai lm ny s dn ti nhng bt cp ln. y l iu kin cn thc y nhu cu TTKDTM t pha cc ngn hng. Khi h thng POS ca cc ngn hng c th kt ni vi nhau th ngi tiu dng cm th ca mt ngn hng vn c th thanh ton ti cc im chp nhn thanh ton qua th (POS) ca cc ngn hng khc. ng ng Mnh Ph, gim c trung tm BIDV a ra con s minh chng cho thi quen s dng tin mt ca ngi dn VN: bn triu ngi dn Singapore s hu 30 triu th cc loi (ATM, tn dng, ghi n...); cn ti Vit

Nam, 85 triu ngi dn mi c 6,2 triu th v khong 10 triu ti khon. Theo ng, do thiu s kt ni tng th gia cc ngn hng, khch hng v nh cung cp dch v, hng ha khin ngi tiu dng cha mnh dn tham gia cng nh th hng cc tin ch t thanh ton in t. i vi mng li thanh ton th ca ngn hng, hin vn tn ti ti 3 lin minh (lin minh ca Vietcombank, h thng kt ni gia ANZ v Sacombank, v h thng ca NH ng ). Do , nu ngi mua v ngi bn c ti khon nhng ngn hng hoc lin minh khc th vic thanh ton in t gn nh khng thc hin c trong giao dch thng mi trc tuyn. ng Bi Quang Tin, trng ban Thanh Ton ca Ngn Hng Nh Nc (NHNN) nhn nh, vic khng thng nht c cc h thng ATM ny v ang gy lng ph v ngun lc, b hp mng li thanh ton ca khch hng. Thc t, cc ngn hng v nh cung cp ang rt ch ng trong vic a ra cc phng thc thanh ton. Chng hn, Pacific Airlines hp tc vi mt s t chc cho php thanh ton in t i vi cc th tn dng quc t hoc th ghi n ni a ca VCB; Techcombank hp tc vi chodientu.vn cung cp dch v thanh ton trc tuyn i vi cc khch hng ca Techcombank khi mua hng trn website ny... Tuy nhin, ch l nhng gii php c trin khai trong mt phm vi hp. Theo ng Ph, thanh ton in t Vit Nam ang c s giao thoa, mi bn (ngn hng v nh cung cp) u ch ng a ra nhng gii php ring m thiu vai tr ch huy ca NHNN. Trong khi cc ngn hng n lc m rng im chp nhn thanh ton bng th tn dng, cc nh cung cp cng ch ng khc phc bng nhng gii php tnh th l m phn vi tng ngn hng thit lp h thng cho php khch hng thanh ton bng cch s dng th do ngn hng pht hnh hoc khu tr thng vo ti khon ngn hng. c. Nhn thc v thi quen s dng tin mt ca ngi tiu dng

Hin nay tuy cc ngn hng rt ch trng a dng cc loi hnh dch v ca mnh, nhng li cha quan tm n vic tuyn truyn, ph bin nhn thc v loi hnh dch v cho khch hng. Theo kt qu kho st ca nhm nghin cu hu ht ngi c hi, ch bit ti ATM nh 1 loi hnh dch v ca ngn hng in t 80% s ngi c hi c nghe, tip xc vi thut ng ngn hng in t v c mc hiu nht nh i vi dch v. T l ngi s dng cc dch v khc tng i thp (Home banking 2%, Callcenter 13%). Thi quen s dng ny nguyn nhn cng xut pht t nhn thc ca ngi tiu dng, v trong cng c li ca nh cung cp dch v. V thi quen dng tin mt, bo co gn y nht ca Euromonitor International (thng 12-2010) tip tc khng nh tin mt vn l phng tin thanh ton chnh trong cc giao dch bn l ca ngi dn Vit Nam vi tc tng trng 18% trong nm 2010. Dn chng t mt kt qu kho st, ng Nguyn Ha Bnh, Tng gim c PeaceSoft cho bit Vit Nam c 58% trong 30 triu ngi s dng Internet tng a ra quyt nh mua hng qua mng. Tuy nhin, t l khch hng chn la thanh ton trc tuyn chim rt nh, thay v l mang tin mt n ly sn phm. Theo , ng Bnh cng cung cp thm, cc nc c nn thng mi in t pht trin th t l hng ha c mua sm thng qua cc cng c thanh ton trc tuyn ln n 75%. Trong khi Vit Nam t l ny ch l 2-3%. Mt lnh o ca Ngn hng TMCP Ngoi thng Vit Nam (Vietcombank) cng tha nhn, ngoi thi quen s dng tin mt ca ngi dn cn qu ln, ngi dn khng thch s dng thanh ton qua ATM cn do cc dch v ngn hng in t (Internet Banking, Mobile Banking) hin vn cha tht s a dng, cng tc qung b ca ngn hng v dch v ny li kh t, cho nn khng thu ht c s quan tm ca khch hng. n nay, Vietcombank c hn bn triu ti khon th nhng ch c khong mt triu khch hng s dng

dch v Internet Banking, ch yu l vn tin ti khon. Cn chuyn khon, thanh ton ch chim t l rt nh, khong 10% (tng ng 100 nghn ngi). d. Vn an ton bo mt

C th nhn thy r, vn qun l ri ro cho dch v ngn hng in t Vit Nam hin nay vn cn nhiu bt cp. Cng ngh cng hin i bao nhiu th vn bo mt cng tr nn cp thit by nhiu. Cung cp cc dch v ngn hng in t ng ngha vi vic qun tr ri ro tr thnh mt thch thc vi cc ngn hng. Mt khi cha m bo cc bin php phng chng gian ln v vn bo mt thng tin, cc ngn hng s vn d dt khi tung ra cc gi dch v mi tin tin hay thm ch l gii hn cc dch v ny m bo cc giao dch trong tm kim sot. V pha khch hng, do nim tin vo s an ton ca vic s dng cc dch v in t cha cao, nn nhng giao dch c gi tr ln vn cn thp. Tm l lo ngi ri ro lun l iu d hiu. An ton lun l tiu ch quan trng trong s la chn ca ngi tiu dng 85.7%. Ph Tng gim c Ngn hng TMCP Cng thng Vit Nam (Vietinbank) Phm Anh Tun cng cho bit, qua mt s v vic mt an ninh, giao dch la o, khin cho nim tin ca ngi dn vo cc dch v nh chuyn khon qua SMS, Internet Banking hoc Phone Banking... cha cao. Mt im na c ng Tun nhn mnh l tnh trng hacker trong lnh vc ngn hng. Vic s dng th tn dng nhng ni khng ng tin cy lm cho ri ro tng ln rt nhiu, dn n ngi s dng c tm l lo ngi. Hin nay, ti phm trong lnh vc thanh ton ngy cng gia tng. Gian ln pht sinh ch yu lin quan n gian ln ti khon th v th gi, tip sau l cc loi hnh khc nh th mt cp, tht lc Trong , gian ln ti khon th thng xy ra vi cc giao dch khng xut trnh th vn chim t l cao hn ng k so vi gian ln th gi. Gn y, th trng xut hin ri ro cc k nguy

him l hin tng k xu p ph my ATM ly tin(ii). Ngoi ra, cn c mt s ri ro khc gy thit hi ti chnh kh ln i vi cc ngn hng nh: n cp d liu th ti ATM (skimming). Cc VCNT thng ng thc hin cc giao dch gian ln v b trn sau khi nhn c tin tm ng ca ngn hng. Gn y xut hin hin tng ch th thng xuyn s dng th ghi n quc t thc hin cc giao dch rt tin mt bng USD ti Campuchia nhm trc li t chnh lch t gi. Bn cnh cng xut hin loi hnh giao dch chuyn tin t ti khon th tn dng sang ti khon o sau chuyn tin t ti khon o sang ti khon ngoi t v thc hin rt ngoi t, gy thit hi v chnh lch t gi i vi cc ngn hng Tuy nhin, s gia tng ca cc loi ti phm th ang e da n vn o bo an ninh, an ton cho hot ng kinh doanh th, qua gy p lc ln cho vic bo m quyn li ca khch hng cng nh ca ngn hng. Ngoi ri ro gian ln do ti phm thng ng vi cc n v chp nhn th rt tin bng th gi mo, th gn y cn xut hin loi ti phm vi cc hnh vi ph hoi trng trn, liu lnh nhm n cp tin ti cc my ATM v c bit l tnh trng gn thit b nh cp d liu th ti ATM vi tn sut v hnh vi ht sc tinh vi, gy kh khn ln cho cng tc iu tra cng nh phng, chng Cng vi , ri ro gia tng trong loi hnh giao dch thanh ton trc tuyn qua internet ang l cc thch thc ln trong qu trnh y mnh hot ng thanh ton th xt t pha khch hng s dng th cng nh t pha n v chp nhn th. Ti th trng Vit Nam, gian ln th thanh ton th quc t tng vt trong nm 2011. Tng gi tr giao dch gian ln gp t 3-5 ln so vi cng k nm 2010. Ngc li vi xu hng chung ca th gii, loi hnh giao dch gian ln th gi ang l vn nn cn phi c quan tm gii quyt ti th trng Th

Vit Nam trong thi gian gn y, c bit l trong Qu II/2011. T u nm 2011 n nay, theo thng k ca Tiu ban qun l ri ro Hi th Vit Nam c 5 v ATM skimming c pht hin din ra cc ngn hng khc nhau. S lng th ATM nghi ng b nh cp d liu c tnh vo khong 470 th. Gi tr tn tht vo khong 300 triu ng. Nu khng c bin php kp thi ngn chn, con s ny c th s tng ln, gy thit hi rt ln cho cc ngn hng, c bit trong thi im cui nm. ng L Minh Loan, Trng phng Phng chng ti phm s dng cng ngh thng tin v truyn thng, Cc Cnh st phng chng ti phm s dng cng ngh cao (B Cng an) cho bit, trong nm va qua, t l ti phm gian ln qua th c xu hng tng cao hn nhng nm trc . Trong , ni ln l tnh trng s dng thng tin tri php th ca ngi khc t mua trn mng, vi nhng mt hng, dch v ph bin nh mua in t, v my bay v gi tr s hng ha b mua tri php ln ti hng t ng. Ngoi ra, theo ng Loan, mt xu hng mi i vi vic gian ln th l cc i tng l ngi nc ngoi khi vo Vit Nam s dng th tn dng gi (c lm t nc ngoi) mua hng ha thanh ton qua th. Cc Cnh st phng chng ti phm s dng cng ngh cao bt hn chc v trong nm 2011. Gn y nht l trng hp mang quc tch Malaysia b cng an thnh ph H Ni x pht 36 thng t giam. Th on m ti phm thng xuyn p dng rt trm tin bng th ATM rt tinh vi nh dng th gi mua hng hoc th tn dng gi rt tin. Thc t cho thy, ti phm c th lm gi th di cc hnh thc nh thng tin dp ni trn th b sa li, th b m ha li bng t, th trng nhng c m ha bng t hoc th b lm gi hon ton da trn cc d liu ca th tht b ly cp ti ATM/POS hoc Internet. Thm ch, chnh ngn hng c th pht hnh th cho khch hng c n xin pht hnh th vi cc thng tin gi mo do khng thm nh k cc thng tin khch hng cung cp trn h s xin

pht hnh th. Thng tin khng chnh xc dn n nhng kh khn cho ngn hng khi mun lin h vi ch th v t ngn hng trc nguy c tn tht tn dng khi ch th s dng th nhng khng c kh nng thanh ton hoc ch th c tnh la o chim dng tin ca ngn hng Ri ro pht sinh t nhiu pha V nguyn nhn, ngoi yu t khch quan, ri ro v th gi c th pht sinh t nhiu pha: ch th, cng ngh, n v chp nhn th v chnh ngn hng. T gc ngi s dng th, nhng ln s l thng tin th, tht lc th hay nh ngi khc rt tin h c th l nguyn nhn dn ti gi mo, hay chnh ch th thc hin cc hnh vi gian ln nh m th vi thng tin gi mo. T gc ngn hng, nu khng kim sot cht, thng tin v ch th v d liu th do ngn hng qun l c th r r ra ngoi. Theo mt chuyn gia v th, trong hot ng tc nghip hng ngy, cn b th ngn hng c th li dng nhng hiu bit ca mnh, li dng v tr cng tc, nhng l hng trong quy trnh tc nghip t mnh hoc cu kt vi ngi khc tin hnh cc hnh vi gian ln, gi mo gy tn tht cho ngn hng. Ri ro c th xy ra nu nh cn b li dng cc thng tin th ca ngi khc lm gi th, s dng rt tin v thanh ton mua sm hng ha dch v qua mng, ly cp th mi pht hnh s dng hoc thay i cc thng s h thng, thng tin khch hng trc li. Ngoi ra, nguyn nhn cng c th do h thng bo mt cha an ton khin thng tin th b mt trong qu trnh truyn d liu hoc do n v chp nhn th khng ch n vic xc thc thng tin ch th hoc c tnh thc hin cc hnh vi gian ln nh cu kt vi i tng gian ln thc hin thanh ton cho khch hng khng phi l ch th, lp t thit b u c th skimmer ly cp thng tin th ti POS Nm 2010, mt cng b v bo mt ngn hng in t t Trung tm an ninh mng Bkis cho bit c 20 ngn hng kt hp vi h kho st v an ninh mng u ang tn ti l hng an ninh mng.

Trong c ti 93% xut hin l hng trn trnh duyt Internet Banking ca khch hng; 64% c l hng xc nhn vi i tng b tn cng l cc ch ti khon trn h thng v cc thao tc c nhn; 80% c l hng t h iu hnh my ch thng qua vic chm cp nht cc bn v phn mm e. Khun kh php l Vi s pht trin ca khoa hc cng ngh v truyn thng, nhiu dch v thanh ton mi ra i nhng hnh lang php l cha c thit lp. Cc c ch, chnh sch nhm thc y TTKDTM cha tht ng b, cha khuyn khch u t mnh cho c s h tng; s phi kt hp gia nhng bin php hnh chnh v bin php kch thch kinh t cha mnh a ch trng i vo cuc sng. i vi dch v th, cho n nay, cc c quan qun l v m nh Chnh ph, NHNN, B Ti chnh vn cha ban hnh chnh sch nhm to mt bc t ph i vi dch v thanh ton th nh: quy nh v cc loi hnh kinh doanh bt buc phi thanh ton qua th, gim thu/hon thu cho cc giao dch thanh ton bng th, min/gim thu nhp khu i vi thit b thanh ton th EDC C s php l cn nhiu l hng v thiu ng b: Nm 1991 sau khi Hi ng Nh nc ban hnh hai Php lnh v Ngn hng, h thng ngn hng t mt cp chuyn sang h thng ngn hng hai cp: cc giao dch thanh ton trong nn kinh t thng qua NHNN, cc t chc tn dng, Kho bc Nh nc, thc hin Php lnh v ph hp vi nhng i hi ca cc t chc, c nhn trong giai on i mi, Chnh ph ban hnh Ngh nh s 91/CP ngy 25/11/1993 v t chc cng tc thanh ton khng dng tin mt (TTKDTM) thay th Ngh nh s 04/CP ngy 7/3/1960 v th l TTKDTM v Ngh nh s 15/CP ngy 31/5/1960 quy nh nhng nguyn tc thanh ton bng tin mt. Sau , ngy 20/9/2001, Chnh ph ban hnh Ngh nh s 64/2001/N-CP v hot ng thanh ton qua cc t chc cung ng dch v thanh ton thay cho Ngh nh s 91/CP, n nay, Ngh nh ny vn cn hiu lc thi hnh; d tn

gi hai ngh nh c khc nhau nhng ni dung c 2 ngh nh trn u quy nh Cc t chc cung ng dch v thanh ton c ngha v p ng y , kp thi cc nhu cu v gi v rt tin mt ca ngi s dng dch v thanh ton ph hp vi quy nh ca php lut. Sau khi thc hin cng cuc i mi kinh t ni chung, i mi hot ng ngn hng ni ring th tt c nhng quy nh v qun l tin mt tng c s dng trc u b loi b hoc cc vn bn quy phm php lut mi ban hnh nhng khng i vo cuc sng. Do vy, tin mt nghim nhin tr thnh mt cng c thanh ton khng hn ch v i tng v phm vi s dng. y cng chnh l nguyn nhn to ra mt thi quen trong dn chng, trong cc doanh nghip v cc t chc kinh t trong nn kinh t, l vic a thch s dng tin mt trong thanh ton. C nhng quan im cho rng trong kinh t th trng th Nh nc khng th bt p cc doanh nghip, cc t chc kinh t phi s dng phng thc ny hoc phng thc khc trong thanh ton, vic s dng tin mt, sc hay u nhim chi thanh ton cho nhau. y l quan im ht sc sai lm, bi d l kinh t th trng nhng v li ch chung ca nn kinh t, mi cng dn, doanh nghip u phi tun th php lut, trong c php lut v thanh ton. Thc t cho thy rng, sau khi thc hin cng cuc i mi kinh t, ngnh Ngn hng c nhiu i mi rt quan trng, nhng trong lnh vc thanh ton th khng nhng cha c i mi pht trin m cn gn nh b bung lng. Do vy, tnh trng nn kinh t tin mt Vit Nam ko di trong nhiu nm l do khng c mt hnh lang php l ngay t u; Nh nc khng qun l v cng khng kim sot vic thanh ton gia cc doanh nghip, t chc kinh t v gia cc tng lp dn c vi nhau, s bung lng ca Nh nc trong qun l tin mt v hnh chung to cho kinh t ngm pht trin. Lut Cc cng c chuyn nhng c hiu lc thi hnh t ngy 1/7/2006 nhng n nay, Chnh ph cha ban hnh Ngh nh quy nh thi hnh, tuy NHNN ban hnh Quyt nh s 44/2006/Q-NHNN ngy 5/9/2006 quy nh

v th tc nh thu hi phiu qua ngi thu h, n nay trn thc t, hi phiu cha c cc t chc kinh t s dng trong giao dch thng mi v chit khu ti cc NHTM, ngy 11/7/2006, Thng c NHNN ra Quyt nh 30/2006/QNHNN v Quy ch cung ng v s dng sc, nhng n nay, sc vn cha c nhiu ngi s dng, v NHNN vn cha thnh lp c cc trung tm b tr sc, qua y c th thy Lut Cc cng c chuyn nhng ban hnh t hn 3 nm nhng cha i vo cuc sng. Hnh lang php l trong lnh vc thanh ton cha hon thin, mc d ngy 19 thng 11 nm 2005, Lut Giao dch in t c Quc hi thng qua, to hnh lang php l cho cc nghip v, dch v ngn hng hin i, to iu kin cho ngn hng tham gia su rng vo cc hot ng thng mi in t, cung cp cc dch v thanh ton cho cc ch th tham gia kinh doanh trc tuyn trn mng trong phm vi ton x hi. Tuy nhin, Lut ny i vo cuc sng khng ch ca ring ngnh Ngn hng m ca ton x hi. H thng vn bn php l lin quan n lnh vc thanh ton vn cn nhng im cn phi tip tc c chnh sa, thay th c th ph hp vi thng l quc t v nhu cu ca ngi s dng, c cc loi hnh t chc cung ng dch v thanh ton khng phi l ngn hng, cc t chc cng ngh thng tin cung ng nhng sn phm, dch v h tr cho cc ngn hng, cc t chc lm dch v thanh ton, chng hn nh nhng cng ty cung cp gii php cng ngh qua mng Internet, cc cng ty kinh doanh dch v th, cc t chc chuyn lm dch v thanh ton b tr. Mt v d tiu biu l dch v v in t. Hn lc no ht, th trng ny ang trng ch thng t ca NHNN quy nh cc iu kin cho vic cung cp dch v, to iu kin cho phng tin thanh ton in t tim nng ny pht trin trn c s bo m kh nng thanh ton v qun l ri ro. Hin ti, mt s nh cung cp dch v v in t d cha c NHNN cp giy php th im dch v v cha c s kt ni vi cc ti khon ngn hng vn pht hnh v in t ra th trng, iu ny n cha nhiu ri ro cho ngi s dng.

Nh vy, nhn chung vic p ng dch v ngn hng i vi nn kinh t Vit Nam vn cn hn ch bi cc sn phm, dch v ca h thng ngn hng Vit Nam cn n iu (Thu nhp phi li/Tng thu nhp ch chim khong hn 5%). Trong chin lc pht trin sn phm, cc ngn hng trong nc vn ch tp trung ch yu cc lnh vc tn dng. Cc dch v khc, nu c, cng ch dng li dch v th rt tin, cc hot ng thanh ton qua ti khon (ATM, POS), dch v qun l ti sn cho c nhn thu nhp cao, qun l kt st, qun l thu chi... vn ph bin trn th gii li cha c s dng rng ri Vit Nam. . Chng 2 phn tch c th v tnh hnh cung ng dch v ngn hng in t ti cc ngn hng thng mi Vit Nam. Bn cnh nhng mt t c,th cc ngn hng thng mi Vit Nam mi ch pht trin mc nht nh. Chng 2 cng phn tch chi tit cc thun li, kh khn, thi c, v thch thc ca cc ngn hng thng mi Vit Nam trong l trnh hin i ha cng ngh ngn hng, pht trin cc dch v ngn hng in t, t ra nhng gii php chng 3 nhm gip cc ngn hng thng mi Vit Nam hon thin loi hnh dch v ny hn na, tng bc hin i ha v hi nhp vo xu th chung ca thi i. Mt s kin ng gp cho vn ny s c nhm nghin cu cp phn tip sau y ca bi vit.

CHNG 3: GII PHP NHM THC Y DCH V NGN HNG IN T TI VIT NAM
I. 1. Thi c v thch thc ca ngn hng in t Thi c

Vic gia nhp WTO cho php cc ngn hng nc ngoi c u t mua c phn ca cc ngn hng trong nc. Do , y cng l c hi cho cc ngn hng trong nc tng vn, tip thu kin thc, kinh nghim v cng ngh hin i v qun l v hot ng ngn hng. Ngoi ra, vic gia nhp WTO cng to c hi v thc y cc doanh nghip trong nc tch cc cnh tranh th trng tn ti v pht trin, khng ch trong nc m cn m rng hot ng ra khu vc v th gii. Cc doanh nghip ny( c trong nc v nc ngoi) s tr thnh khch hng tim nng ca ngn hng. Ngn hng l nh cung cp dch v, v vy, ngn hng v cc t chc ti chnh tn dng c iu kin pht trin tt khi khch hng nhng ngi s dng dch v ca h lm n tt v pht trin. Kinh t Vit Nam tng trng tt, i sng nhn dn ngy cng c nng cao r rt, cc ch s kinh t - x hi con ngi ngy cng c hon thin. H tng cng ngh vin thng khng ngng c m rng, khng ngng c nng cao, to c s vng chc cho vic pht trin thng mi in t ni chung v ngn hng in t ni ring. Nhn thc ca x hi v thng mai in t ngy cng c nng cao. Hnh lang php l cho thng mi in t, giao dch ngn hng in t c hnh thnh v tip tc hon thin.

nh hng pht trin thanh ton khng dng tin mt ca Chnh ph dn dn xy dng vn ha thanh ton khng dng tin mt trong nhn dn.

2. Thch thc
Cnh tranh v cuc chy ua lm ch cng ngh mi, vic nhanh chng a sn phm, dch v mi ra th trng l mt c trng ca ngn hng in t. Trong hot ng ngn hng truyn thng, vic trin khai ng dng ngn hng mi thng c tin hnh th nghim v hon thin trong mt thi gian di trc khi a ra th trng. Vi ngn hng in t, do chu sc p cnh tranh, cc ng dng, sn phm mi c ngn hng chp nhn vi thi gian th nghim ngn hn. V vy, i vi vic pht trin ng dng mi trong ngn hng in t, xy dng mt chin lc pht trin hp l, phn tch ri ro, nh gi an ninh ang l nhng thch thc trong hot ng ngn hng. S ph thuc cng ngh, giao dch ngn hng in t c tch hp ngy cng nhiu trn cc h thng my tnh, trang thit b cng ngh thng tin v mng Internet cho php x l hiu qu cc giao dch in t trc tuyn. iu ny lm gim thiu cc sai st v gian ln thng pht sinh trong mi trng x l th cng truyn thng, nhng cng s lm tng s ph thuc vo thit k, cu trc, lin kt v qui m hot ng ca cc h thng cng ngh. S ph thuc vo i tc th ba, ng dng cng ngh thng tin lm tng tnh phc tp k thut trong qu trnh vn hnh, bo m an ninh, m rng quan h, lin kt vi cc nh cung cp dch v Internet, cng ty truyn thng v cc i tc cng ngh khc( i tc th ba ), m trong s nhiu sn phm , dch v nm ngoi tm kim sot ca ngn hng. Ti phm mng, ti phm cng ngh cao, nh cp thng tin ti khon, thng tin c nhn trn mng ngy cng gia tng. iu khin cho ngn hng phi ch trng nhiu n cng tc kim sot an ninh, chng thc khch hng,

bo v d liu, cc th tc kim ton theo vt, bo m tnh ring t ca khch hng. S chp nhn ca ngi dn, y cng l mt vn ng vai tr khng km phn quan trng trong vic pht trin dch v ngn hng in t. Thc t hin nay cho thy vic thanh ton bng tin mt tr thnh thi quen ca ngi dn, V vy, vic thay i thi quen ny dn a dch v ngn hng in t vo cuc sng cng l mt thch thc ln i vi cc ngn hng Vit Nam hin nay II. Gii php pht trin dch v E-banking ti cc ngn hng

thng mi Vit Nam Trong lnh vc ti chnh tin t m c bit l ngnh ngn hng lun phi chu s theo di v qun l rt st sao ca Nh Nc bi l y l mt khu vc ht sc nhy cm ca nn kinh t quc gia. Bn cnh , Nh nc cng ng vai tr quan trng i vi dch v ngn hng in t mi m thng qua vic nh hng cho s pht trin bn vng v lu di, ban hnh v hon thin c s php l v to iu kin bng cc chnh sch u i c bit. Sau y l nhng gii php v m m nhm nghin cu xin kin ngh. 1. Cc gii php mang tnh v m a. Ci cch b my qun l hnh chnh trong ngnh ngn hng Nhm mc tiu xy dng mt nn hnh chnh dn ch, trong sch, vng mnh, chuyn nghip, hin i ha, hot ng c hiu lc, hiu qu, p ng yu cu qun l nn kinh t th trng nh hng x hi ch ngha, ngnh ngn hng cng phi thc hin nhng gii php nhm kin ton b my qun l hnh chnh ca mnh nh sau: i mi th ch v tin t v hot ng ngn hng nhm gp phn hnh thnh ng b cc th ch ca nn kinh t th trng, va thc hin mc tiu n

nh gi tr ng tin, an ton hot ng ngn hng v h thng cc t chc tn dng ; va m bo s an ton, hiu qu ca h thng thanh ton quc gia, gp phn thc y pht trin kinh t x hi theo nh hng x hi ch ngha v to iu kin thun li hot ng sn xut kinh doanh , thc y tng trng kinh t nhanh v bn vng. R sot li cc c ch b sng, sa i cc th tc hnh chnh theo hng n gin ha, nng cao quyn t ch, t chu trch nhim ca cc t chc tn dng nhng vn m bo thc hin ng qui nh ca php lut v an ton hot ng ngn hng. Hon thin t chc b my ca NHNN theo ngh nh ca Chnh ph v nhim v, quyn hn, v c cu t chc b my ca B, c quan ngang B. Tng bc thc hin c ch phn cp, y quyn cho cc chinh nhnh NHNN tnh, thnh ph i vi mt s ni dng nh cp php, qun l cn b, cng chc. i mi c ch qun l ti chnh ca NHNN theo hng phn cp cho cc n v; thc hin khon chi hnh chnh i vi mt s n v c kh nng v iu kin thc hin; thng bo cng khai d ton chi ph qun l cc n v ch ng thc hin trong phm vi c duyt. C th hn: V ci cch th ch Tp trung ci cch th ch, xy dng, trnh cc cp c thm quyn ban hnh cc vn bn lut v di lut, to c s php l nng cao mt bc trch nhim, thm quyn v tnh ch ng ca NHNN trong vic s dng cc cng c nhm thc hin chnh sch tin t cng nh gim st an ton hot ng ca h thng ngn hng; gim bt th tc hnh chnh, tng quyn t ch cho cc TCTD.

Tch cc i mi v khng ngng hon thin c ch iu hnh li sut, t gi v cc cng c khc, iu hnh chnh sch tin t ca NHNN m bo linh hot, ph hp hn, gi n nh tin t, gp phn kim sot lm pht, thc y kinh t tng trng lin tc. NHNN thc hin tt hn chc nng thanh tra, gim st ca Ngn hng Trung ng i vi hot ng ca h thng cc t chc tn dng, bo m n nh v an ton h thng ngn hng. To iu kin thun li cho cc TCTD y mnh huy ng cc ngun vn nhn ri trong x hi v m rng cho vay, p ng nhu cu vn ca nn kinh t. p ng tt hn cc nhu cu ca x hi v cc dch v ngn hng hin i, thc y hot ng thanh ton khng dng tin mt pht trin, gp phn tng tc lun chuyn vn ca nn kinh t. Nng cao tnh minh bch v lnh mnh ho hot ng ca cc ngn hng, to iu kin nng cao sc cnh tranh ca h thng ngn hng Vit Nam, tng bc hi nhp quc t. V ci cch th tc hnh chnh: Thng xuyn ch o cc n v chc nng r sot cc vn bn, chnh sch v tin t v hot ng ngn hng, c bit l cc c ch cho vay, bo lnh, cho thu ti chnh, thanh ton b sung, sa i hoc bi b nhng th tc khng hp l, khng cn thit nhm to thun li cho hot ng kinh doanh v nng cao quyn t ch, t chu trch nhim ca t chc tn dng, to iu kin thun li cho t chc, c nhn tip cn vn v cc dch v ngn hng. Thng k 228 th tc hnh chnh thuc chc nng qun l ca NHNN v thng qua phng n n gin ho vi xut bi b 11th tc lin quan n lnh vc thnh lp v hot ng ngn hng, qun l ngoi hi; sa i b sung 184 th tc.

Cng vi ci cch b my, tip tc i mi, nng cao cht lng i ng cn b, cng chc thc hin mc tiu xy dng mt i ng cn b NHNN tr tui, c nng lc v trnh chuyn mn cao, gn b lu di vi ngnh ngn hng, p ng yu cu, nhim v ca ngnh trong bi cnh hot ng ngn hng pht trin mnh m v tng cng hi nhp quc t. Trin khai cc n nhm mc tiu xy dng tng bc nhm cn b nng ct, trnh cao, nghip v su, c kh nng tr thnh nhng chuyn gia trong tng lnh vc chuyn mn to bc u hnh thnh i ng cn b kh nng thc hin cc nhim v chuyn mn phc tp, nng cao kh nng tham mu gii quyt cng vic cng nh k nng iu hnh. Thng xuyn t chc cc kha bi dng chuyn mn, nghip v cho cn b, cng chc, c bit phi ch b tr, to iu kin cho cn b, cng chc tham gia nhiu kha o to v chuyn mn, nghip v, ngoi ng, c bit l k nng tin hc nhm pht trin dch v ngn hng in t trong di hn, p ng nh cu ngy cng cao ca cng vic. i mi cng tc tuyn dng, nh gi, quy hoch, qun l v s dng cn b. Ci thin C ch tin lng v cc ch , chnh sch i ng i vi cn b, cng chc, nh ng vin v khuyn khch cn b, cng chc lm vic hiu qu, c trch nhim vi cng vic c giao v phn no gp phn n nh cuc sng cho cn b, cng chc. V ci cch ti chnh cng: Trao quyn t ch, t chu trch nhim cho n v s nghip trong vic t chc cng vic, sp xp li b my, s dng lao ng v ngun lc ti chnh hon thnh nhim v c giao, pht huy kh nng ca n v cung cp dch v vi cht lng cao cho x hi, tng ngun thu nhm tng bc gii quyt thu nhp cho ngi lao ng.

Thc hin c ch cng khai ti chnh, thc hin thng bo cng khai tnh hnh thc hin kinh ph khon v tnh hnh mua sm, trang b ti sn c nh ca ngn hng, thc hin vic phn cp qun l ti chnh, ti sn cho cc phng chc nng ca ngn hng. b. Hon thin c s h tng php l cho ngn hng in t Vi s cng nhn gi tr php l ca chng t in t, php lut Vit Nam to iu kin cho hot ng kinh doanh thng mi in t c nn tng c s pht trin. H thng lut giao dch in t ti Vit Nam hin nay c hnh thnh da vo hai lut chnh l Lut Giao dch in t 2005 v Lut Cng ngh thng tin 2006. Lut giao dch in t tha nhn gi tr php l ca d liu in t, quy nh v ch k in t, iu chnh giao dch in t trong cc hot ng kinh t, x hi. Lut cng ngh thng tin quy nh chung v hot ng ng dng v pht trin cng ngh thng tin cng cc bin php m bo h tng cng ngh. Cc Ngh nh v giao dch in t trong hot ng ti chnh, ngn hng ban hnh nm 2007 to iu kin cho cc hot ng ngn hng in t bt u pht trin mnh m trong nm 2008 - 2009. Thng t s 9 ca B Cng thng ban hnh vo thng 7/2008 hng dn thi hnh Ngh nh thng mi in t v cung cp thng tin v giao kt hp ng trn website to mi trng php l cho cc hot ng ca cc website thng mi in t B2C. Thng t ny a ra mt khung quy nh chung v cc thng tin cn c cung cp v quy trnh giao kt hp ng trn cc website thng mi in t, phn nh phm vi trch nhim ca mi bn trong cc giao dch, bo v li ch ti thiu cho khch hng.

Xy dng v hon thin h thng vn bn php lut, cc lut v ngh nh nhm qun l tin trnh kinh doanh trn mng.Xy dng chun chung v c s php l cho cc vn bn in t, ch k in t v chng nhn in t. Chnh ph cn ban hnh rt nhiu vn bn khc lin quan n ng dng thng mi in t trong cc lnh vc khc nhau: hot ng ca cc c quan Nh nc, lnh vc hi quan, ngn hng, thng mi. Cc quy nh v gii quyt tranh chp trong thng mi in t cng c ni n trong cc vn bn, bao gm c B lut hnh s, Lut cnh tranh, Lut bn quyn Dn g b cc ro cn cho thng mi in t pht trin, hot ng ca doanh nghip d dng hn, thng sut hn v doanh nghip cng nh ngi tiu dng khng cn lo ngi xy ra vng mc. Vic y mnh v hon thin c s php l cho hot ng thng mi in t kt hp vi vic cc ch th tham gia thng mi in t lm quen v tun theo nhng quy tc quc t s thc y thng mi in t ti Vit Nam tip tc pht trin nhanh v si ng hn trong thi gian tip theo, hi nhp dn vi thng mi in t quc t. c. u t nng cp c s h tng cng ngh thng tin Vic ng dng CNTT cc ngn hng thng mi phi c thc hin trn nn tng cng ngh chun, thng xuyn nng cp, cp nht nhm tng cng tnh an ton, bo mt ca h thng song song vi vic thit lp mt c ch d phng linh hot. C th: Tp trung xy dng h thng c s d liu thng nht (vi cc phn mm h tr hot ng kinh doanh, qun l), m bo quy trnh hot ng xuyn sut trong ton h thng. Nng cao cht lng qun tr doanh nghip, gim thiu c cc nguy c v ri ro trong hot ng kinh doanh v h tr vic a ra quyt nh nhanh chng, chnh xc.

Trin khai v p dng h thng Core Banking nhm pht trin, m rng cc sn phm dch v, kim sot an ton hot ng v nng cao hiu qu kinh doanh. Tip tc u t, hon thin h thng CNTT phc v pht trin cc dch v ngn hng in t hin i (nghip v thanh ton trong nc v quc t). Hon thin h thng cc phn mm qun tr chuyn ngnh khc (phn mm Qun tr quan h khch hng CRM, phn mm Qun tr ri ro Risk Management Xy dng h thng CNTT hin i, tun th cc tiu chun quc t, to th mnh cnh tranh ring thng qua vic cnh tranh bng cng ngh - Trong tp trung trin khai cc h thng tin ch phc v khch hng nh: Xy dng trung tm chm sc khch hng Contact Center; Cng thng tin in t tch hp cc dch v in t trn mng Internet (qua Website ca tng n v) Nng cao nng lc x l ca h thng mng LAN, WAN, thit b chuyn mch nng cp h thng an ninh, bo mt mc cao 2. a. hng in t Vic nng cao trnh cho i ng cn b cng ngh thng tin l mt phn khng tch ri ca u t nng cao trnh cng ngh. Nu nh khng u t ng b gia cng ngh phn mm, phn cng, v ngun cht xm th vic khai thc s dng tnh nng cng ngh s b hn ch ng k. Mc d cng ngh cao, c kh nng h tr rt nhiu cho nghip v v cng tc qun l nhng quy trnh, chun mc nghip v cha c ban hnh y , thng nht, nhn lc cha c o to dn n tnh trng cng ngh d hin i nhng li km hiu qu. V vy, vic vch ra nhng gii php cho i ng cn b lm ch c cng ngh l ht sc quan trng. Nhm gii php vi m i vi tng ngn hng thng mi o to thu ht ngun nhn lc v cng ngh thng tin cho ngn

Tng cng hn na cc kho o to tp trung v chuyn mn dnh ring cho nhn vin chuyn trch nghip v ngn hng in t, m bo cho nhng nhn vin ny u c thng qua cc kha o to lin quan, lun c cp nht, b sung kin thc mi, theo kp cng ngh hin i. vic o to v ti o to c thc hin lin tc v kp thi, nhn vin c th tham gia cc kha hc c t chc tp trung hoc c o to qua h thng E-learning ca ngn hng. Ngoi ra, bn cnh cc kha o to ni b, ngn hng cng cn to iu kin cho nhn vin c th tham gia cc kha hc do cc n v bn ngoi t chc c th hc hi cc kinh nghim t cc t chc, cc ngn hng bn. Vic c nhn vin i thc tp, nghin cu, kho st ti cc ngn hng nc ngoi cng l mt hnh thc nhn vin, cn b ngn hng c iu kin tip cn, tm hiu cc sn phm ngn hng in t hin i, cp nht cng ngh mi, tin b khoa hc k thut mi c th nhanh chng ng dng, pht huy tin b cng ngh ngn hng, to nng lc canh tranh cao cho chnh ngn hng ca mnh. Ngoi nhng kin thc nghip v cn thit c th gii p, t vn cho khch hng mt cch thng sut, nhn vvieen cng cn c o to nhng k nng cn thit khc nh k nng giao tip khch hng, k nng x l tnh hung, k nng m phm, cht lng phc v khch hng c tt hn, chuyn nghip hn. Cui cng, sau qu trnh nhn vin c o to v lm vic thc t, ngn hng cng cn t chc cc bui kim tra kin thc lin quan n lnh vc ngn hng in t v c gii thng xng ng cho nhng nhn vin t c kt qu cao. Theo Thc s Th T Quyn, mt thc trng l cn b cng ngh tin hc gii thng ch lm mt thi gian, khng gn b lu di vi ngn hng bi hai nguyn nhn chnh: khng c mi trng cho h pht huy ht ti nng tr tu, cng vic khng hp dn v tng xng vi trnh ca h, nhiu khi

mang tnh cht th nhiu hn l khoa hc, p dng nhiu hn l nghin cu; ngn hng thiu cc chnh sch u i, h tr dnh cho cn b cng ngh tin hc. Do , cn c cc chnh sch nhn s i vi cc cn b cng ngh tin hc thu ht v khuyn khch h gn b vi ngn hng. Thay v phi mua 100% cng ngh ca bn ngoi, ngn hng c th khuyn khch chnh nhng cn b tin hc trong ngn hng nghin cu ci tin cng ngh, to mi trng lm vic chuyn nghip , hp dn. i i vi vic nng cao cht lng cng vic cho cn b tin hc l cc chinh sch i ng v tin lng, khen thng, nhm ghi nhn nhng cng sc ca h i vi ngn hng thng qua cc bin php sau: Xy dng nhng hnh nh, bn sc ring mang tnh truyn thng hay c th gi l vn ha doanh nghip t c th thu ht c s quan tm, ho hc ca ngi mi, ngi ti n u qun, cng nh nhng ngi hin ang cng tc ti ngn hng c th tin tng lm vic v gn b lu di. Thng xuyn t chc cc Hi ch ngh nghip nhm thu ht s quan tm v tham gia ca nhng sinh vin u t c o to ti cc trng i hc. S dng nhn vin ng ngi, ng vic, sp xp cng vic ph hp vi kh nng ngh nghip ca tng ngi c hc tp, nghin cu. Ch thng pht nghim minh, c ch nh gi nhn vin cng bng, khch quan. Chnh sch tin lng c tr ph hp vi nng lc ca nhn vin v tng xng vi mc cng vic c giao. Xy dng tin trnh ngh nghip r rang v ph bin rng ri nhn vin c th xc nh c hng i trong tng lai, ngh nghip ca mnh Ngoi ra, mi ngn hng cn tp trung ngun vn nhn lc k thut nghin cu hoc thu t vn quc t xc nh r cc lnh vc u tin trong

vic hin i ha c s h tng cng ngh m rng kh nng tip cn cc dch v ca chnh ngn hng mnh. Chng hn ngn hng u t v pht trin Vit Nam BIDV, xc nh muc tiu trong 10 nm ti l pht trin h thng ngn hng in t lm nng ct trong pht trin hot ng ngn hng bn l vi cc sn phm vt tri, tit kim thi gian, chi ph, ngun lc v khong cch v a l. Theo BIDV cng s tng bc thnh lp, lin kt b phn nghin cu vi cc ngn hng tin tin ti cc quc gia pht trin tp trung nghin cu pht trin, nng cp sn phm dch v ngn hng in t to v th nh hng trn th trng ni a, tin ti pht trin sang cc th trng quc t c hin din thng mi ca BIDV. Ngn Hng TMCP Si Gn - SCB cng quyt tm a CNTT tr thnh cng c c lc trong cng tc qun tr iu hnh ngn hng thng qua qua vic xy dng mt h thng CNTT hin i, t gp phn pht trin sn phm dch v ngn hng in t, nng cao hiu qu phc v khch hng. SCB s tng bc nng cp ht hng phn cng cng nh ng truyn vi cp cao v n nh. Bn cnh , ngn hng ny cng s p dng nhiu hn vic s dng cc phn mm c th pht hin v ngn chn s tn cng t bn ngoi (nh antivirus, anti-spyware, Web filtering, deep inspection, vpn...) m bo tnh nng bo mt cao cho cc sn phm dch v cng ngh ngn hng. R rng, cng ngh chnh l mt nhn t to dng mt nn mng vng chc gip cc ngn hng Vit Nam tr vng trong cuc cnh tranh ngy cng khc lit thng qua vic ci thin nng lc cnh tranh, m rng kh nng tip cn cc sn phm dch v ti khch hng t tng kh nng chim th phn ca cc ngn hng. Trong bi cnh hi nhp kinh t th gii, mt hnh trang cng ngh tin tin s to iu kin cho cc ngn hng pht trin bn vng hn nh vic a dng ha cc dch v, ti a ha li ch, xy dng li th cnh tranh ring bit, tip tc i ln cng cc nc bn trong khu vc.

b.

Cht lng v s a dng dch v

Khi cc ngn hng u cung cp danh mc sn phm, dch v ging nhau, th vic y mnh cht lng dch v theo hng nng cao cht lng phc v, ch trng v gia tng tin ch cho khch hng c xem l mt bin php tng tnh cnh tranh cho nh cung cp dch v. i. Hon thin v pht trin h thng Core Banking i vi cc hot

ng dch v ngn hng truyn thng; to tin pht trin cc hot ng dch v ngn hng in t. ii. Nng cao cht lng hot ng ca cc knh phn phi dch v

Ngn hng in t v ang pht trin, nh theo hng ngy cng b sung thm tin ch, ph hp vi kh nng qun tr ri ro ca ngn hng Thc y thanh ton trc tuyn, ti a ho dch v thanh ton qua th. Trong giai n trc, cc ngn hng pht hnh th nhiu nhng li khng quan tm n chc nng thanh ton. Mi giao dch qua ATM, chi ph m ngn hng phi chu hn 7.000 ng, trong khi ph ti a thu c t giao dch lin ngn hng ch c hn 3.000 ng, l cha k n ph lp t, bo tr. Do , vn t ATM khng th bo ton khi thiu mt m hnh kinh doanh ln, cng pht hnh nhiu th v lp t nhiu my ATM th ngn hng cng l. iii. Xy dng chnh sch an ninh, bo mt v chnh sch qun tr,

phng chng ri ro ca cc NHTM trong hot ng ngn hng in t. Vn an ton bo mt khng cn l vn ring ca tng ngn hng trong thi i lin kt v hi nhp hin nay. l vn mang tnh ton cu v khi h thng thng tin ca bt k ngn hng no trong h thng b mt an ton mc nghim trng th n s c th nh hng n an ninh quc gia, an ninh ti chnh kinh t, an ninh v kinh t x hi ca c mt quc gia. An ninh bo

mt tr thnh vn ng quan tm ca ngnh ngn hng trong thi in t ha, n quyt nh n s pht trin bn vng ca ngn hng. Bng chng l an ninh bo mt l mi quan tm hng u ca khch hng khi quyt nh la chn dch v ngn hng in t (Kt qu Survey). Thm vo , ngi dng lun mc nh rng an ninh bo mt cha bao gi c coi l th mnh ca ngnh ngn hng Vit Nam; nhng khch hng cha s dng th nghi ngi trong khi trn thc t cc khch hng ang s dng th t c mc hi lng nht nh (Kt qu Survey) Cc ngn hng u quan tm n cng tc qun tr ri ro, song s u t l khng ng u. Kh nng qun tr ri ro ca cc ngn hng trong nc mi ch dng li bc u l xy dng quy ch, ch cha c cc gii php, cng c phn mm chuyn dng h tr. Cc nh cung cp dch v cn: Nhn lc CNTT cht lng cao Nng cp h tng, mua sm thit b, h thng phn mm ng dng, cng ngh hin i c kim nghim trong thc t. K hoch d phng thm ha cng ngh thng tin phng nga nguy c b tn cng, sn sng ng ph vi nhng ri ro. Trung tm d phng. S dng hiu qu t vn an ninh mng c l trnh v lin tc trong sut qu trnh pht trin v hon thin dch v (v thit k h thng, trin khai xy dng h thng, nh gi h thng, tr gip o to nhn s i ng nhan vin c th tip qun c gii php cng ngh.).

Trin khai kin thc bo mt cho nhng ngi hot ng trong h thng v trin khai cho khch hng (Thc t, nhng s xut ca khch hng do thiu hiu bit dn n nhng ri ro m pha ngn hng khng kim sot c) Him ha D liu b chn li, c trm hoc sa bt hp php Ngi dng thay i c im ca h gian ln Ngi dng bt hp php Xc nhn Xc nhn c im nhn dng Lc v ngn Tng la chn cc lung thng tin thm nhp mng la hoc my ch Tng Ch in t k M ha Gii an ton M ha M ha ng truyn ngn chn lm thay i bt hp php php Chc nng ngh Cng

c.

Chin lc tip cn v pht trin pht trin h thng khch hng

Bn cnh cc hot ng quan h khch hng nhm thu ht v gi chn khch hng i vi tt c cc loi hnh dch v ni chung, cc nh cung cp dch v ngn hng in t cn ch trng: Chm sc khch hng khng ch ti ngn hng Trung tm H tr v Chm sc khch hng (Callcenter 24/7), website l nhng knh ngn hng cn pht trin mc chuyn nghip. khng ch l knh giao tip chnh gia khch hng v ngn hng m cn l iu kin tin quyt a dch v NHT n vi cng chng d dng v hiu qu. Thng qua hnh thc tip nhn cuc gi, email, li nhn, ngn hng c th gii p v

h tr, cung cp thng tin v cc sn phm, dch v, cc chng trnh khuyn mi. Hu ht cc ngn hng u a m hnh ny vo hot ng, hin i ho v thc hin tt hn cng tc chm sc khch hng. Trung tm dch v khch hng thng c tng i t ng v tng i vin h tr hot ng song song. Cc sn phm dch v ny s phc v cho chnh cc i tng khch hng truyn thng ca ngn hng, ng thi thu ht khch hng mi s dng bng chnh tin ch v hiu ng thng tin v dch v t cc khch hng truyn thng. Thc hin khai thc hiu qu Website ca ngn hng t chc hot ng tip th, qung co, t vn, h tr nhm thu ht khch hng quan tm v ch n cc sn phm dch v ca ngn hng, to iu kin thun li thu ht v pht trin khch hng tim nng, khch hng mi. Ch trng khuyn mi thu ht khch s dng dch v nhm tng tnh hiu qu trong kinh doanh Tm kim i tng khch hng v dich v ph hp Thu chi: Nhu cu vay tiu dng qua th (hoc thu chi qua th) l mt vn thit thc. Cho vay tiu dng qua ti khon th (thay th hnh thc cho vay tn chp) nh: sa nh, mua xe, kinh doanh, tiu dng, du lch, l hi, tic tng, ci hi, bnh tt m au, ng tin hc ph, cho con i du hc nc ngoi ang tr thnh mt hng i mi v ang c nhiu ngn hng pht trin. Cc ngn hng cng khng khuyn khch khch hng rt tin, m u tin y mnh thanh ton khng dng tin mt (ph rt tin t th tn dng cao nhng dng th thanh ton mua hng ha, tr ph dch v th khng mt ph). Phn khc khch hng hng sang: Theo cc chuyn gia trong ngnh, hng ti phn khc khch hng VIP vi nhng dch v ngn hng cao cp l xu hng chnh ca cc ngn hng hin i trong tng lai bi khi x hi ngy

cng pht trin, kinh t tng trng th t l ngi giu c cng s tng ln v h c nhu cu ln trong vic qun l ngun ti chnh ca mnh sao cho hiu qu hn. Hin ti, nhiu ngn hng c dch v dnh cho phn khc khch hng ny vi nhng u i v tiu chun hng sang. Mi ngn hng u c nhng u i ring thu ht khch hng (u i v li sut, th tc nhanh gn, gim ph chuyn tin, thanh ton quc t, u tin hn mc rt tin, chuyn tin,) Tng th phn qua cc mi quan h i tc i. Cc trang web e-shopping:

Mua sm qua mng Internet xut hin t nm 1993. Ti Vit Nam, ch 8% t l ngi dng Internet mua hng ha qua mng. Hin nay, hu ht ca hng trc tuyn u xut thn t ch mua bn thc hoc cc din n mua bn tng t. Hu ht cc website mua sm ti Vit Nam quy t nhiu ca hng trc tuyn (123mua.com.vn c khong 15.000 ca hng thnh vin o, eBay Vit Nam www.chodientu.vn) Cc website e-shopping l mi trng thun li pht trin dch v thanh ton trc tuyn. Tuy nhin, hin nay hu ht cc website e-shopping a ra dch v COD (Cash on Delivery) v c khch hng u tin s dng. S kt hp cht ch gia n v thanh ton v cc website s to iu kin v ng lc cho ngi mua hng trc tuyn c c hi thanh ton trc tuyn qua nhiu hnh thc, p ng c nhu cu thanh ton ca khch hng. Tuy nhin, khi kt ni vi nhiu trang web nh, ri ro co ngn hng l hon ton c th xy ra. Cn c mt bn th ba m bo, p dng cc phng php bo mt v chng thc ti khon s gii quyt c vn cho ngi bn ln ngi mua khi xy ra s c. V V in t l mt gii php ang c mt s trang web ng dng hin nay (Th trng hin c n gn 10 v in t v nhiu cng thanh ton ang hot ng). ii. Ngnh du lch v dch v:

Ngnh du lch v dch v c tim nng TMT rt ln. Theo cc chuyn gia TMT, ngnh du lch, dch v rt d p dng TMT v sn phm ca h khng cn phi s thy hoc dng th. iii. Cc doanh nghip vin thng: y l mt hng i mi bc u c p dng: Ln u tin ti Vit Nam, 1 cng ty vin thng - Viettel v 1 ngn hng MB kt hp vi nhau cho ra i 1 sn phm ng thng hiu - sn phm BankPlus. Theo , tt c khch hng l thu bao Viettel v m ti khon ti MB u c th tip cn sn phm BankPlus vi nhiu tin ch qua 3 knh: Ti khon thanh ton, th Bankplus v Mobilebanking Ngoi ra, trc , Smartlink cng c hp tc vi cc mng vin thng ln tung ra chng trnh khuyn mi : Theo , cc thu bao tr trc ca Viettel, Mobiphone, Vinaphone c ti khon in thoi c np tin nhiu nht qua h thng Smartlink ti cc knh giao dch in t ca cc ngn hng v ti website s c c hi nhn mt trong cc gii thng hp dn ca Chng trnh Np nhanh, Trng ln, Thng hng thng. Ngoi ra, thc c khi thit b di ng thng minh kt ni Internet pht trin nhanh v nhiu s to c hi ln cho cc nh cung cp dch v thanh ton trn in thoi di ng, cc mng di ng u ang c k hoch tham gia th trng ny: v d nh MobiFone chun b hp tc vi Vietpay cho ra mt sim a nng MobiTech; Viettel vi Smart sim

KT LUN
Bi nghin cu khoa hc ca nhm nghin cu phn no khi qut ho bi cnh pht trin dch v ngn hng in t ti Vit Nam trn c s cc kin thc l thuyt. Ngoi ra, bi nghin cu cn a ra cc gii php ton din c v mt v m v vi m cho i tng cc nh cung cp dch v (ngn hng thng mi)

Nhng nghin cu sau ny c th da vo nhng kt qu trn y xy dng m hnh dch v ngn hng in t ti a ho li ch ca c hai bn ngn hng v khch hng; nghin cu su hn na cc gii php thc y pht trin dch v ngn hng in t Vit Nam.

DANH MC TI LIU THAM KHO

1. VP1, 2011, Ci cch hnh chnh trong ngnh Ngn hng giai on

2001-2010: Kt qu t c v giai on tip theo, Qu bo lnh tn dng cho cc doanh nghip nh v va TP. H Ch Minh, ngy truy cp 22/03/2012,<http://www.hcgf.com.vn/thong-tin-ve-ngan-hang/3889--ci-cachhanh-chinh-trong-nganh-ngan-hang-giai-on-2001-2010-kt-qu-t-c-va-giai-on-tiptheo.html> 2. ngy truy OnePAY, 2012, Thng mi in t c to c hi pht trin, cp 22/03/2012,<http://www.thegioitimkiem.com/quang-cao-

online/100-thuong-mai-dien-tu-duoc-tao-co-hoi-phat-trien.html> 3. Th Bch Hng, 2011, Pht trin h thng ngn hng in t , Lin hip cc hi Khoa hc v K thut TP. H Ch Minh, ngy truy cp 22/03/2012, <http://www.khoahocphothong.com.vn/news/detail/10789/phatTp ch KTPT, 2010, Ngn hng thng mi Vit Nam: im Cng nghip TP. H Ch

trien-he-thong-ngan-hang-dien-tu.html> 4. hc mnh, im yu, c hi v thch thc, Khoa Ti chnh ngn hng trng i

Minh,22/03/2012,<http://www.ffb.edu.vn/index.php?option=com_content&vie w=article&id=496:ngan-hang-thng-mi-vit-nam-im-mnh-im-yu-c-hi-va-thachthc-&catid=68:cong-ngh-ngan-hang&Itemid=29> 5. Thc s Th T Quyn, u t nng cao trnh cng ngh ti cc ngn hng thng mi Vit Nam: Thc trng v gii php, tp ch ngn hng, s 22, thng 11 2011, Tr. 50 6. www.chodientu.vn, ngy truy cp 16/03/2012

7. Website ngn hng Wellsfargo https://www.wellsfargo.com/, ngy truy cp 22/03/2012 8. Nguyn nh Thng, 2010, ng dng Ngn hng in t trong vic thanh ton khng dng tin mt

9. 2011 10.

Hip hi th Ngn hng Vit Nam, Bo co thng nin 2006Thi bo ngn hng s 51 (29/03/2012), s 19 (02/02/2012).

PH LC
1. SURVEY KHO ST THI CA KHCH HNG I VI DCH V NGN HNG IN T VIT NAM

Thng tin c nhn

1. Gii tnh ca anh/ch * o Nam o N 2. Tui ca anh/ch * o Di 20 tui o T 20 n 35 tui o T 35 ti 55 tui o Trn 55 3. Trnh hc vn ca anh/ch * o Ph thng o Trung cp/ Cao ng/ i hc o Sau i hc o Other:

1. Anh/ch c ang s dng dch v no ca ngn hng khng? Cu tr li l C, tip tc bi kho st. Cu tr li l Khng, kt thc bi kho st. o Khng o C

2. Dch v thuc ngn hng no? (C th chn nhiu p n) o Ngn hng trc thuc nh nc (BIDV, MHB, Agribank) o Ngn hng thng mi c phn (ACB, MB, VCB, VIB, Abbank, Sacombank, Techcombank) o Ngn hng lin doanh (VID, Indovina, Shihanvina, Vit-Thi...) o Ngn hng nc ngoi (ANZ, HSBC, Citibank, Deutsche Bank...) 3. Nhng knh no anh/ch s dng thc hin cc dch v ngn hng? (C th chn nhiu p n) o Ti trc tip chi nhnh / vn phng o in thoi o ATM o Trc tuyn (v d nh thng qua Internet) o Other: 4. Anh/ch tng bit n dch v ngn hng in t cha? o Cha nghe thy bao gi o tng nghe thy, nhng khng hiu r lm o Nghe nhiu v hiu kh r o Other: 5. Anh/ch c ang s dng dch v NHT khng? (Nu cu tr li l c tip tc tr li ngay sau y, v khng tr li nhng cu hi trang 2. Nu cu tr li l khng, vui lng click vo "continue" cui trang hon thnh nhng cu hi trang 2.) o C o Khng

6. Anh/ch s dng nhng dch v NHT no di y? (C th chn nhiu p n) o )

o Internet banking (gi tin, thc hin giao dch qua mng) o Phone banking (h thng t ng tr li hot ng 24/24h, tr li cc thng tin cn thit v ti khon,) o Mobile banking (thanh ton ho n, truy xut ti khon t in thoi di ng) o ) o Home banking (phn mm ng dng c cung cp bi ngn hng c ci t trn my tnh ca khch hng) o Other:

Mc hi lng
i vi nhng dch v cha s dng, anh/ch hy b qua. (1) Rt khng hi lng (2) Khng hi lng (3) Bnh thng (4) Hi lng (5) Rt hi lng 1. H thng my ATM/POS

2. Chi ph dch v

3. Website (ni dung, tc truy cp)

4. Tnh tin li v nhanh chng

5. S a dng sn phm c cung cp thng qua cc knh ca ngn hng in t (thanh ton ha n trc tuyn, gi tin trc tuyn, thng bo ti khon,...)

6. S h tr ca nhn vin ngn hng i vi dch v ngn hng in t

7. Tnh an ton, bo mt

Xu hng s dng trong tng lai

1. Trong tng lai, anh/ch s tip tc hoc c k hoch s dung nhng dch v no di y (C th chn nhiu p n)

o Internet banking (gi tin, thc hin giao dch qua mng) o Phone banking (h thng t ng tr li hot ng 24/24h, tr li cc thng tin cn thit v ti khon,) o Mobile banking (thanh ton ho n, truy xut ti khon t in thoi di ng) o ) o Home banking (phn mm ng dng c cung cp bi ngn hng c ci t trn my tnh ca khch hng) o Other:

Phn ni dung kho st dnh cho ngi cha s dng ngn hng in t
Trong tng lai, anh/ch c k hoch s dng dch v ngn hng in t khng? o Chc chn c o C th c hoc khng o Chc chn khng o Tiu ch la chn o Cc tiu ch khi anh/ch la chn dch v ngn hng in t t ngn hng cung cp. (1) Rt khng quan trng (2) Khng quan trng (3) Bnh thng (4) Quan trng

(5) Rt quan trng 1. Tnh tin dng, nhanh chng

2. Chi ph dch v

3. Ngn hng quen thuc (ni c ti khon ngn hng v s dng cc dch v truyn thng

4. Hnh nh/ thng hiu ca ngn hng

5. S a dng, phong ph ca sn phm c cung cp thng qua cc knh ca ngn hng in t (thanh ton ha n trc tuyn, chuyn tin, thng bo ti khon,...)

6. Tnh an ton, bo mt

Anh/ch c th chia s thm kin ngoi nhng thng tin trn:

2. Nghin cu s thm nhp ca Ngn hng in t v s chp nhn ca khch hng

C th ni rng, dch v ngn hng in t tuy ra i kh lu trn th gii nhng vn cn kh non tr v mi m vi i b phn ngi tiu dng Vit Nam. Trn c s l thuyt va trnh by, nhm nghin cu tin hnh thc hin survey nhm kho st nhng yu t nh hng ti hnh vi tiu dng dch v ngn hng in t Vit Nam, vi nhng ni dung chnh nhm nghin cu mun lng ha sau : Mc thm nhp ca dch v e-banking + Nhu cu/ mc s dng Mc tho mn ca khch hng o lng cc yu t nh hng ti vic chp nhn tiu dng Nhn nh xu hng tiu dng Tuy rng phm vi kho st khng bao trm c tt c cc thnh phn qun chng, ch i vi i tng sinh vin, cn b trn a bn H Ni. S mu cn hn ch, kt qu di y cng khi qut c phn no xu hng tiu dng ca khi khch hng thnh th. Phng php thu thp s liu: Trc tip (bn cng), trc tuyn (bn mm). S survey thu c S survey hp l Survey bn cng Survey bn mm 23 150 23 150

1. Mc thm nhp/ s dng ca dch v e-bank so vi cc knh dch v truyn thng Mc hiu r v dch v ngn hng in t:

Mc s dng:

2. Mc tho mn ca khch hng H thng my ATM nhn chung t c mc mong i ca ngi s dng. C th l gii phn no kt qu l do i tng kho st tp trung khu vc H Ni vi mng li ATM dy v h thng POS ngy cng m rng. Tuy nhin kho st cng thu c nhng phn hi khng hi lng v tnh trng cc my thng ht tin, bo li, khng in ra ho n hay c t nhng v tr khut lp gy ra mt an ton khi rt tin. Chi ph dch v cng c nhiu s ng tnh do phn ng s ngi c hi s dng nhng dch v n gin hin c cc ngn hng duy tr mc ph thp thu ht khch hng nh: rt tin,

Cc website ca cc ngn hng c nh gi chuyn nghip v y thng tin cng nh giao din thn thin vi ngi dng.

L mt trong nhng th mnh ca Ebanking, tnh tin li, nhanh chng c nh gi rt cao.

Mc d sn phm ngn hng c cung cp qua nhng knh ebank cha tht s a dng nhng hon ton p ng c nhu cu ca ngi dng khi m khch hng cn thi quen ti phng giao dch cho nhng sn phm phc tp hn. S h tr ca nhn vin ngn hng c nh gi qua cc knh callcenter 24/7 hay tr gip online i vi khch hng.

Nhng i tng s dng dch v ebank c xu hng tin tng vo tnh an ton ca dch v. y l kt qu ca qu trnh u t, nng cp cng ngh khng ngng ca cc nh ngn hng cung cp dch v.

3. Cc yu t nh hng ti vic chp nhn tiu dng

Tnh tin dng, nhanh chng l mt trong nhng yu cu quan trng nht khi khch hng la chn dch v Ebanking so vi nhng knh truyn thng v gia cc loi hnh Ebank vi nhau.

Tnh bo mt an ton c nh gi l yu cu quan trng nht i vi dch v ngn hng in t. Mi quan ngi v tnh bo mt tr nn ph bin thi gian gn y khng ch Vit Nam m trn ton th gii. 4. Nhn nh xu hng tiu dng trong tng lai

Trong tng lai, dch v Internet banking v Mobile banking tr nn vt tri so vi ATM/POS ( c la chn vi 53% s ngi dng). Vi s ph cp ca Internet v tnh c ng ca in thoi di ng, nhiu ngi dng k vng 2 loi hnh ny thm ch c th thay th cc loi hnh giao dch qua th.