NH GI S CM NHN CA KHCH HNG V DCH V TH CONECT 24 TI NGN HNG THNG MI C PHN NGOI THNG VIT NAM CHI NHNH HU

I.
1.

T VN
L do chn ti

Trong nhng nm gn y, chng ta c chng kin s thay i ln trong lnh vc kinh t, c bit l lnh vc ngn hng. Cc dch v ngn hng khng ngng pht trin, cung cp ngy cng nhiu dch v. Mt trong nhng dch v ngn hng ra i gn y nht nhng cng c th coi l c nh hng ln n ngi tiu dng, l dch v thanh ton qua th. Trn th gii c nhiu thng hiu th thanh ton khng nh c v tr ca mnh nh Visa card, Master card, JCB, American Express nc ta, dch th xut hin mun hn th gii, nhng thc s n ang c nhng bc chuyn r rt, khng nm giai on s khai m l ang i vo giai on pht trin mnh m. S lng th ATM, my ATM, n v chp nhn th v khi lng giao dch tng mnh qua tng nm. Cc thut ng nh th thanh ton, dch v, th ghi n tr nn quen thuc hn vi mi ngi dn. Ngn hng thng mi c phn ngoi thng Vit Nam chnh l ngn hng u tin cung cp dch v th v trong nhng nm qua khng nh v th l mt ngn hng ng u th trng th thng qua th phn v s lng im t my ATM Chng ta cn chng kin s tham gia v cnh tranh quyt lit ca cc ngn hng ln vo th trng th nh Ngn hng ng , Ngn hng cng thng Vit Nam, Ngn hng Chu, Ngn hng u t pht trin v nhiu ngn hng khc tn cng vo nhng ngch th trng nh hn. iu ny nh hng khng nh n v th ca ngn hng ngoi thng Vit Nam cng nh nhng ngi tiu dng trong qu trnh la chn v s dng dch v th. Bn cnh , lin tc nhng s c lin quan n dch v th ATM xut hin trn cc phng tin thng tin i chng, nh hng n lng tin ca khch hng v dch v ny. Do , vic nghin cu s cm nhn khch hng sau khi mua sn phm th, c bit l th ghi n ni a Vietconbank connect24, sn phm ang c nhiu khch hng s dng nht ca Vietcombank c ngha ht sc quan trng, gip ngn hng nm bt c nhu cu ca khch hng, to c s ra cc chin lc nhm khai thc v p ng tt hn nhu cu khch hng. Xut pht t nhng vn trn nhm chng ti tin hnh nghin cu ti: S cm nhn ca khch hng v dch v th connect24 ti ngn hng thng mi c phn ngoi thng Vit Nam chi nhnh Hu

2.

Mc tiu nghin cu - Tm hiu v phn tch thc trng th pht hnh th ghi n ni a connect24 ca ngn hng ngoi thng Vit Nam. - nh gi c s hi lng ca khch hng i vi dch v th ghi n ni a Connect24 ca ngn hng Vietcombank Chi nhnh Hu da trn s liu th cp ti Ngn hng v thng qua iu tra kho st khch hng. - ra mt s bin php cng c v nng cao cht lng dch v th ghi n Connect24 cho ngn hng Vietcombank Chi nhnh Hu. 3. i tng nghin cu i tng nghin cu l nhng khch hng v ang s dng th ghi n ni a Connect24 ca ngn hng Vietcombank Chi nhnh Hu 4. Phm vi nghin cu - Phm vi ni dung: cc vn l lun v thc tin v mc hi lng ca khch hng khi s dng th Connect24 ca ngn hang Vietcombank chi nhnh Hu - Phm vi v khng gian: trn a bn thnh ph hu - Phm vi v thi gian: s liu th cp thu thp t cc ti liu do chi nhnh ngn hng Vietcombank ti Hu cung cp t giai on 2008 2010. S liu s cp thu thp t cuc thm d kin bng phng vn thng qua bng hi c tin hnh trong thng 9-10/2011. 5. Phng php nghin cu - Phng php duy vt bin chng - Phng php chn mu: chn mu thun tin + S lng mu iu tra : -S phiu pht ra: 50 -S phiu thu v: 48 -S phiu hp l: 46 + Chn mu iu tra: nhng khch hng v ang s dng dch v th ghi n ni a Connect24 ca Vietcombank Chi nhnh Hu. T s lng mu xc nh nh trn, ta tin hnh phn tng theo tiu ch t l % khch hng tng s dng th Connect24 ca Vietcombank Chi nhnh Hu.

NI DUNG NGHIN CU
CHNG 1: C S L LUN V C S THC TIN

1.1

C s l lun

1.1.1 Nhng khi nim lin quan n khch hng 1.1.1.1 Khi nim khch hng C nhiu nh ngha khc nhau v khch hng Theo Philip Kotler: Khch hng l nhng ngi mua sm sn phm dch v ca bn

Theo nh kinh t hc Clifford J.Shultz: Khch hng l nhng ngi m bn c quan h giao dch kinh doanh. Khch hng ni chung c phn thnh 2 loi - Khch hng bn ngoi: l nhng ngi m bn c giao dch, k c gp g trc tip nhay qua in thoi, nhng ngi mua sm sn phm/dch v ca bn - Khch hng ni b: l nhng ngi lm trong cng ty, chnh h l nhng ngi hiu v s c yu cu i vi sn phm/dch v c th hon thnh cng vic cu mnh trong doanh nghip Vic m rng quan nim khch hng bao gm c nhng nhn vin trong cng ty s to ra mt bc tin quan trng ti mt cp dch v khch hng y v hon ho hn 1.1.1.2 Khi nim v dch v v dch v khch hng a. Dch v l g? Philip Kotler cho rng: dch v l mi bin php hay li ch m mt bn c th cung cp cho bn kia v ch yu l khng s thy c v khng dn n s chim ot mt ci g .Vic thc hin dch v c th c hoc c th khng lin quan n hng ha di dng vt cht ca n. Quan nim v dch v ca doanh nghip s hnh thnh nn cc mi tng tc qua li gia doanh nghip va khch hng.Nn quan nim rng dch v ch l em n cho khch hng nhng th m h cn, doanh nghip c th t a mnh vo th kt khi c khch hng i hi iu g m doanh nghip khng th p ng c. Ngc li, nu nhiu khi nim dch v mt gc rng ln hn, bao gm nhiu nhu cu tru tng khc nhau, doanh nghip s lun em n cho khch hng mt dch v ng vi mong i ca h. b. Dch v khch hng Theo James Fitzsimmons: Dch v khch hng l tt c nhng g khch hng ngh rng l dch v cn phi dnh cho mnh. Dch v khch hng khng phi l chi ph m l mt mn u t c kh nng sinh li cao. Dch v khch hng hon ho s tng bc tp hp c mt lng khng nh khch hng trung thnh, t to li nhun, bi v khch hng hi lng h khng ch s dng dch v nhiu hn m cn gii thiu dch v cho ngi khc tip cn. 1.1.1.3 Cht lng dch v - Nu cht lng hng ha l hu hnh v c th o lng thng qua nhng tiu ch mang tnh hu hnh nh mu m, tnh bn lu th cht lng ca mt sn phm dch v l v hnh. Trong thi gian qua, vn v cht lng dch v thu ht c s

quan tm ca rt nhiu nh nghin cu, c nhiu nh ngha khc nhau v cht lng dch v c a ra phn tch v tho lun: - Cht lng dch v l nhng nh gi ca khch hng v nhng im tri cuat thc th, n l mt dng ca thi v l kt qu t vic so snh s mong i v nhn thc v s thc hin m h nhn c 1.1.1.4 Nhng nhn t nh hng n cht lng dch v ngn hng Thng thng khch hng c su nhu cu c bn khi s dng mt dch v - S thn thin: y l yu t c bn nht. Khch hng no cng thch c n tip thn thin, lch s v nim n - S thu hiu v cm thng: Khch hng lun mun c lng nghe, c gii by nhng kh khn, rc ri ca h v thng tm n doanh nghip c cm thng, chia s - S cng bng: c i x cng bng cng l mtj trong nhng yu cu hng u ca khch hng khi s dng dch v ca doanh nghip - S kim sot: Khch hng mun c cm gic rng mnh gi th ch ng trong quan h vi doanh nghip, c kh nng chi phi qa trnh cung cp dch v ca doanh nghip t c kt qu m h mong i - S la chn: Khch hng lun mun doanh nghip em n cho h nhiu s la chn khc nhau c c ci m h cn - Cc thng tin: Khch hng mun c hng dn, t vn v sn phm cng nh cc chnh sch th tc m h s phi gp v lm theo khi giao dch vi doanh nghip. 1.1.1.5 Khi nim v phn loi ngn hng thng mi Theo khon 1 iu 1 php lnh ngn hng, hp tc x tn dng v cng ty ti chnh:Ngn hng thng mi l t chc kinh doanh tin t m hot ng ch yu v thng xuyn nhn tin gi t khch hng vi trch nhim hon tr v s dng s tin cho vay, thc hin nghip v chit khu v lm phng tin thanh ton Phn loi ngn hng thng mi + Theo khon 1 iu 1 php lnh ngn hng, hp tc x tn dng v cng ty ti chnh :Ngn hng thng mi quc doanh:l ngn hng thng mi c thnh lp bng 100% vn ngn sch nh nc + Theo khon 1 iu 1 php lnh ngn hng, hp tc x tn dng v cng ty ti chnh :Ngn hng thng mi c phn: l ngn hng thng mi c thnh lp di hnh thc cng ty c phn, trong mt c nhn hoc mt t chc khng c s hu c phn ca ngn hng qu t l do ngn hng nh nc quy nh. 1.1.1.6 Th ngn hng v phn loi th ngn hng

Th ngn hng c coi l mt trong nhng dch v ngn hng hin i v ngy cng pht trin, chim mt v tr quan trng trong nn kinh t.Khi phn loi th c nhiu tin ch phn chia: - Phn loi theo ch th pht hnh, bao gm: th do ngn hng phat hnh, th t chc phi ngn hng pht hnh. - Theo phm vi s dng:th ni a, th quc t. - Theo cng ngh lm th:th khc ch ni, bng t v th thng minh. - Theo ni dung kinh t:th tn dng, th ghi n v th rt tin mt t ng. - Theo i tng chu trch nhim thanh ton c th c nhn v th c nhn do cng ty y quyn s dng. 1.1.1.6 Th ghi n ni a v vai tr ca th ghi n ni a L phng tin thanh ton khng dng tin mt do mi ngn hng pht hnh, cho php ch th s dng trong phm vi s d ti khon tin gi khng k hn hoc hn mc thu chi thanh ton tin hng ha, dch v, rt tin mt ti n v chp nhn th hoc im ng tin mt trong phm vi lnh th Vit Nam ng tin thanh ton: Ton b cc giao dch thanh ton bng th ghi n ch thc hin bng ng Vit Nam. Vai tr ca th ghi n ni a trong nn kinh t quc dn - i vi s pht trin kinh t- x hi Lnh vc th ti Vit Nam hin nay pht trin mnh m v t c nhng thnh qu rt ng ghi nhn, gp phn thc y pht trin thng mi dch v, cng nh cho thy s i mi ng ghi nhn ca h thng ngn hng thng mi Vit Nam trc xu th m ca ca th trng ti chnh, nng cao sc cnh tranh, hi nhp quc t. Vic thanh ton bng th gp phn thc thi hiu qu chnh sch tin t quc gia, tng cng hot ng lu thng tin trong nn kinh t, tng cng vng quanh ca ng tin, khi thng cc lung vn khc nhau, to diu kin quan trng cho vic kim sot khi lng giao dch thanh ton ca dn c v c nn kinh t, qua to tin cho vic tnh ton lng tin cung ng v iu hnh thc thi chnh sch tin t c hiu qu. Bn cnh vic pht hnh th thanh ton trong giai on hin nay s gp phn gim thiu tiu cc ca hot ng kinh t ngm, tng cng tnh ch o ca nh nc trong vic iu tit nn kinh t. Mt vai tr kh quan trng l vic thanh ton bng th to iu kin thanh ton tin hng ha dch v mt cch an ton v c hiu qu, chnh xc, tin cy v tit kim nhiu thi gian, qua to lp c nim tin ca dn chng vo hot ng ca h thng ngn hng. - i vi cc ngn hng

C th ni rng dch v th ngn hng l mt trong nhng sn phm hin i, ph bin trn th gii v ngy cng tng trng mnh ti Vit Nam. Di gc ca cc ngn hng th dch v th trc ht mang li ngun vn huy ng r. Ngn hng lun c mt ngun tin gi rt ln t ti khon giao dch ca khch hng m ch phi tr li rt thp.Ti khon giao dch pt cho php m rng thanh ton khng dung tin mt v l iu kin to ra tin ghi s, chc nng to tin ca ngn hng c thc hin.Cng qua ti khon ny, ngn hng c th cp tn dng cho khch hng di hnh thc thu chi da trn cm c ti sn, th chp hoc tn chp. Bng vic gia tng cc tin ch ca th ni ring v nng cao cht lng dch v ngn hng ni chung, ngn hng khng ch duy tr mi quan h vi khch hng c m cn thu ht them khch hng mi.Vic a dng cc sn phm dch v gip ngn hng phn tn ri ro, tng tnh cnh tranh v tng li nhun.Thu thp c c t vic cung cp cc dch v hin ti cha chim t trng ln trong tng thu nhp song trong tng lai y s l ngun thu nhp ng k ca ngn hng. - i vi cc n v kinh doanh Vi vic thanh ton khng dung tin mt cc n v kinh doanh s nng cao c li th cnh tranh do tit kim c thi gian kim, m tin, vic thanh ton tr nn n gin vi khch hng cng nh vi cc n v kinh doanh. Bn cnh vic tn dng nhng cng ngh hin i trong thanh ton s gp phn nng cao hiu qu kinh doanh v p ng yu cu ca khch hng. Khi tr thnh i l chp nhn th cc n v kinh doanh s c ngn hng t vn, lp t, hng dn s dng min ph cc trang thit b phc v cho hot ng thanh ton bng th, ng thi c hng cc li ch khc trong cc chng trnh chm sc cc. - i vi khch hng Vic s dng th rt tin mt hay thc hin cc giao dch lin quan n tin nh: chuyn khon, np tin, thanh ton trc tuyn qua h thng my ATM ,m khng phi n giao dch vi ngn hng trc ht s tit kim c thi gian, to s thun tin cho ngi s dng ng thi m bo an ton trong qu trnh thanh ton. i vi nhng nc c h thng dch v ngn hng pht trin, khch hng c th thanh ton tin hng ha, dch v hu ht cc ca hng trong nc v quc t ch vi mt chic th thanh ton.Khi tr thnh ch nhn ca chic th thanh ton bn s to cho mnh phong cch n tng, vn minh khi thanh ton.

1.1 C s thc tin

1.2.1 Tnh hnh th thanh ton nc ta hin nay Th ghi n chim lnh th trng, trong khi th tn dng l loi th tng i mi m ti Vit Nam v cha y 1,5% th phn th thanh ton.

Khi nh gi v tim nng pht trin ca th trng th thanh ton ti Vit Nam, cc chuyn gia thuc Cng ty nghin cu th trng hng u ca M Reseach and Markets nhn nh Vit Nam l th trng th thanh ton nng ng hng u th gii. Bo co thng Ba v D bo th trng th thanh ton Vit Nam ti nm 2013 ca cng ty cho bit th trng ny Vit Nam s t mc tng trng khong 18.5% trong giai on t nay n nm 2014. Mc d quy m th thanh ton ca Vit Nam tng i nh, nhng y l mt th trng nng ng nht th gii. Quy m dn s tr khng ngng m rng cng vi s pht trin ca cng ngh v xu hng thng mi in t ngy cng thnh hnh nhng yu t c bn khin th trng th thanh ton Vit Nam, c th tn dng (credit card) v th ghi n (debit card), pht trin nhanh trong vi nm tr li y. Bn d bo cng nhn mnh mc d ti Vit Nam, tin mt vn l phng tin thanh ton ch yu, nhng s gip ca chnh ph v dn s tng nhanh gp phn gim ng k hnh thc thanh ton ny trong nhng nm qua, ng thi khyn khch thm nhiu ngi dn dung th. Theo bo co ny, tng s th thanh ton c pht hnh ti Vit Nam tng gn gp i trong khong thi gian t nm 2008 2010. Th ghi n chim lnh th trng, trong khi th tn dng l loi th tng i mi m ti Vit Nam v chim cha y 1,5% th phn th thanh ton. Cng ty Research and Markets khng nh th trng th tn dng ti Vit Nam vn cha c khai thc nhiu v y l c hi ln cho cc cng ty pht hnh th, cc nh cung cp cng nh cc nh sn xut ti Vit Nam. Theo Thng tn x Vit Nam 1.2.2 Mt s tin ch khi s dng th - Thanh ton ti cc VCNT - Rt tin mt (VND) t ti khon c nhn tin VN hoc USD. - Kim tra s d ti khon. - In sao k cc giao dch gn nht. - Chuyn khon trong h thng Vietcombank - Thanh ton ho n dch v + in + Nc + in thoi tr trc v cc thu bao tr sau ca Vinaphone, Mobifone, Viettel v EVN + Ph bo him + Dch v tr tin trc - Mt s cc dch v khc

CHNG 2: TNG QUAN V NGN HNG NGOI THNG VIT NAM V NGN HNG THNG MI C PHN NGOI THNG VIT NAM - CHI NHNH HU

1.1 Tng quan v ngn hng thng mi c phn ngoi thng Vit Nam (ngn hng Vietcombank) Ngn hng Ngoi thng Vit Nam trc y, nay l Ngn hng TMCP Ngoi thng Vit Nam (Vietcombank) thnh lp ngy 01/4/1963, vi t chc tin thn l Cc Ngoi hi (trc thuc Ngn hng Nh nc Vit Nam). L ngn hng thng mi nh nc u tin c Chnh ph la chn thc hin th im c phn ho, Ngn hng Ngoi thng Vit Nam chnh thc hot ng vi t cch l mt Ngn hng TMCP vo ngy 02/6/2008 sau khi thc hin thnh cng k hoch c phn ha thng qua vic pht hnh c phiu ln u ra cng chng. Ngy 30/6/2009, c phiu Vietcombank (m chng khon VCB) chnh thc c nim yt ti S Giao dch Chng khon TPHCM. Tri qua 48 nm xy dng v pht trin, Vietcombank c nhng ng gp quan trng cho s n nh v pht trin ca kinh t t nc, pht huy tt vai tr ca mt ngn hng i ngoi ch lc, phc v hiu qu cho pht trin kinh t trong nc, ng thi to nhng nh hng quan trng i vi cng ng ti chnh khu vc v ton cu. T mt ngn hng chuyn doanh phc v kinh t i ngoi, Vietcombank ngy nay tr thnh mt ngn hng a nng hot ng a lnh vc, cung cp cho khch hng y cc dch v ti chnh hng u trong lnh vc thng mi quc t; trong cc hot ng truyn thng nh kinh doanh vn, huy ng vn, tn dng, ti tr d ncng nh mng dch v ngn hng hin i: kinh doanh ngoi t v cc cng v phi sinh, dch v th, ngn hng in t S hu h tng k thut ngn hng hin i, Vietcombank c li th r nt trong vic ng dng cng ngh tin tin vo x l t ng cc dch v ngn hng, pht trin cc sn phm, dch v in t da trn nn tng cng ngh cao. Cc dch v: VCB Internet Banking, VCB Money, SMS Banking, VCB Cyber Bill Payment,, ang v s tip tc thu ht ng o khch hng bng s tin li, nhanh chng, an ton, hiu qu, dn to thi quen thanh ton khng dng tin mt (qua ngn hng) cho khch hng. Sau gn na th k hot ng trn th trng, Vietcombank hin c khong 11.500 cn b nhn vin, vi gn 400 Chi nhnh/Phng Giao dch/Vn phng i din/n v thnh vin trong v ngoi nc, gm Hi s chnh ti H Ni, 1 S Giao dch, 74 chi nhnh v gn 300 phng giao dch trn ton quc, 3 cng ty con ti Vit Nam, 2 cng ty con ti nc ngoi, 1 vn phng i din ti Singapore, 4 cng ty lin doanh, 2 cng ty lin kt. Bn cnh , Vietcombank cn pht trin mt h thng Autobank vi khong 16.300 my ATM v im chp nhn thanh ton th (POS) trn ton quc. Hot ng ngn hng cn c h tr bi mng li hn 1.300 ngn hng i l ti 100 quc gia v vng lnh th. Vi b dy hot ng v i ng cn b c chuyn mn vng vng, nhy bn vi mi trng kinh doanh hin i, mang tnh hi nhp caoVietcombank lun l s la chn hng u ca cc tp on, cc doanh nghip ln v ca hn 5,2 triu khch hng c nhn trong v ngoi nc.

Bng tr tu v tm huyt, cc th h cn b nhn vin Vietcombank , ang v s lun n lc Vietcombank xng ng vi v th l Ngn hng hng u v Vit Nam thnh vng. 1.2.1 Tng quan v ngn hng thng mi c phn ngoi thng Vit Nam chi nhnh Hu 1.1.1 Qu trnh hnh thnh v pht trin ca ngn hng Vietcombank Hu 1.1.2 C cu, chc nng v nhim v ca cc phng ban t chc ca ngn hng Vietcombank Hu - Gim c: chu trch nhim chung mi hot ng ca ngn hng, c quyn ra quyt nh trong phm vi theo quy nh ca NHTW, ng thi chu trch nhim trc tip vi NHTW v c quan php lut nh nc. - Ph Gim c: chu s y quyn ca Gim c, chu trch nhim v c quyn ra quyt nh trong phm vi theo quy nh ca NHTW, trc tip qun l cc phng do mnh qun l. - Phng khch hng: c chc nng thit lp quan h khch hng, duy tr m rng quan h vi khch hng trn tt c cc mt hot ng, tt c cc sn phm nhm pht trin kinh doanh mt cch an ton, hiu qu v tng th phn ca chi nhnh NHNT Hu - T x l n xu: c chc nng x l cc khon n xu ca cc khch hng giao dch vi ngn hng, ra cc gii php nhm nng cao hiu qu trong vic thu hi cc khon n ny cho ngn hng - Phng hnh chnh nhn s: c nhim v qun l hnh chnh v chc nng tham mu cho gim c trong cng tc qun l t chc, nhn s, quy hoch o to v bt cn b. - Phng kim tra ni b: c chc nng qun l, kim tra nhng hot ng ca chi nhnh; ng thi ra nhng gii php nhm khc phc nhng sai st trong vic hot ng ca chi nhnh. - Phng tng hp: c k hoch a ra cc nh hng cho ngn hng trong thi gian di hoc tng thi im c th, tng hp v cn i ngun vn, cn i k hoch tn dng, xy dng li sut u vo, u ra - Phng k ton: c chc nng hc ton k ton, lu tr, bo qun v qun l ti sn nh nc theo php lnh k ton thng k v cc ch ti chnh k ton hin hnh ca b ti chnh v NHNT Vit Nam quy nh; tham mu cho ban gim c trong vic x l cc nhim v ca phng c cht lng v hiu qu; thc hin nhim v k ton thanh ton trong nc. - Phng thanh ton quc t: c chc nng h tr cng tc thanh ton quc t trong giao dch vi cc ngn hng nc ngoi. - Phng kinh doanh dch v: l ni din ra cc dch v kinh doanh ch yu ca chi nhnh nh cc dch v chuyn tin, thu hi ngoi t, thanh ton th tn dng Mastercard, Visa, JBC, American Express.

- Phng thanh ton th: l ni cung cp cc loi th thanh ton nh connect24, JBC, Mastercard - Phng ngn qu: c chc nng qun l trc tip v bo qun tin Vit Nam ng, ngn phiu thanh ton, cc loi ngoi t, cc chng ch c gi, cc loi n ch quan trng, cc h s th chp, cm c, k gi theo ch qun l kho qu trong h thng NHNT hin hnh. - T vi tnh: chu trch nhim v cc vn lin quan n cng ngh, my mc thit b vi tnh trong ton ngn hng. -T qun l n: qun l v trc tip thc hin cc tc nghip lin quan n gii ngn, thu hi n, m bo s liu trn h thng khp ng vi s liu trn h s, m bo lu gi h s vay y an ton, m bo cc khon cp tn dng u tun th cc bc quy nh trong qu trnh tn dng. Mng li giao dch trong tnh ca Vietcombank Hu bao gm Phng giao dch s 1, phng giao dch s 2, Phng giao dch Mai Thc Loan v phng giao dch Phm Vn ng. nhng phng giao dch ny thc hin cng tc giao dch vi khch hng trn a bn thnh ph hu v cc vng ln cn nhm nng cao hn na cng tc phc v khch hng. Mng li giao dch ngoi tnh ca Vietcombank Hu ch c phng giao dch Qung Tr p ng nhu cu giao dch ca khch hng Qung Tr p ng nhu cu giao dch ca khch hng Qung Tr v mt s vng ph cn. 1.1.3 Thc trng cng tc pht hnh v thanh ton th ghi n ni a ti ngn hng Vietcombank Hu 2.2.3.1 S hnh thnh v pht trin sn phm th ti ngn hng Vietcombank Hu Vietcombank l mt trong s nhng ngn hng u tin Vit Nam trin khai sn phm th ATM. Vo nm 1990, Ngn hng Ngoi thng Vit Nam lm i l thanh ton cho cc nh ch ti chnh quc t, pht hnh v cho s dng th tn dng quc t H Ni. Sau 3 nm, Ngn hng Ngoi Thng Vit Nam bt u pht hnh tin in t u tin. Trong qu trnh pht trin, Ngn Hng Ngoi Thng Vit Nam gia nhp nhiu thnh vin ca nhiu t chc th quc t nh Mastercard International, Visa International, l thnh vin c quyn ca American Express Vit Nam. Vietcombank l ngn hng duy nht thanh ton cho su thng hiu th ni ting trn th gii: Mastercard, Visa Card, American Express, JBC, Diners Club v China Union Pay. Cc sn phm th ca Vietcombank c bnh chn l thng hiu quc gia, Sao Vng t Vit, Top 10 thng hiu mnh Vit Nam... v Vietcombank l ngn hng duy nht t k lc Guiness Vit Nam cho danh hiu Ngn hng c nhiu sn phm th nht. Vietcombank cng l ngn hng t nn mng u tin cho vic cung cp dch v thng mi in t thng qua vic cung cp dch v thanh ton trc tuyn

bng th cho cc hng hng khng, cng ty du lch v cc hng vin thng ln ca Vit Nam. Vietcombank pht trin c trn 10.000 im chp nhn th v hn 1100 my ATM trn ton quc, thng lnh th trng thanh ton th Vit Nam, chim gn 50% th phn thanh ton th v dn u trong lnh vc pht hnh th vi hn 5 triu th ni a v quc t. 1.1.4 Th Vietcombank connect 24 Ra i nm 2002, th Vietcombank Connect24 l sn phm th ghi n ni a u tin c pht hnh ti Vit Nam v hin ang c s dng rng ri trn ton quc. Vi nhiu gii thng c uy tn nh gii thng Sao Vng t Vit, Thng hiu quc gia, th Vietcombank Connect24 v ang mang li nhng thay i ln lao trong thi quen cng nh cch suy ngh ca mt b phn khng nh cng chng i vi dch v ngn hng v hnh thc thanh ton khng dng tin mt (hnh nh th) Tin ch khi s dng dch v th Connect24 ca Vietcombank ngy cng a dng v phong ph, ph hp vi nhng yu cu ngy cng cao ca khch hng. Ngoi cc tin ch truyn thng ban u, qua tng nm lun c b sung nhiu tin ch mi nh khch hng c th chi tiu ti cc siu th, trung tm thng mi, cc nh hng, khch sn, cc ni bn v my bay, v tu, cc ca hng... 1.1.5 nh gi tnh hnh tng trng sn phm th Vietcombank connect 24 trong thi gian 3 nm 2008 2010 1.1.5.1 Tnh hnh pht hnh: Trong nhng nm va qua, th ghi n ni a Vietcombank Connect24 lun l sn phm ch lc ca ngn hng Vietcombank chi nhnh Hu, c s lng th pht hnh n nh v chim t trng cao nht trong cc loi th m ngn hng pht hnh (trn 95%). Trong nm 2008, s lng th pht hnh c gim 11,37% do tc ng ca kinh t ln ngi tiu dng, khin h chi tiu t hn. Nhng trong nm 2009, s lng th pht hnh tng tr li (10,69%), xp x s lng nm 2007. V s lng vn tng theo tng nm c bit vo nm 2010 tng hn so vi nm 2009 tng 17% Bng 1: s lng th pht hnh trong 3 nm 2008 2010 (n v tnh: th ) Nm 2010 Nm 2008 Nm 2009 Loi th S S % % % S lng lng lng 98,2 13.060 14.456 95,95 15.793 1. Th ghi n 5 87,3 11.414 12.421 85,92 13. 513 Connect24 9 SG24 4 0,04 0 0

MTV Connect24 visa 2. Th tn dng Tng cng

116 1.525

0,89 11,8 6 1.75 100, 00

135 1.900

0,93 13,15

232 13.292

611 15.067

4,05 100,00 17.630 100,00

2.2.5.2 Tnh hnh phn b my ATM v cc n v chp nhn th trn a bn Bng 2: Tnh hnh trin khai cc thit b, n v chp nhn th ca Vietcombank Ch tiu VT Nm 2008 Nm 2009 Nm 2010 So snh 2009/2008 +/Chic My ATM Chic My EDC n v DCH VCNT 75 120 100 130 26 30 % 2010/2009 +/%

Trong nm 2008, Vietcombank Hu c 26 my ATM, chim ......% tng s ,my ATM trn a bn thnh ph Hu. Trong nm 2009, VCB lp t thm 4 my ATM na ln tng s l 30 my v trong nm tip theo 2010, lp t thm .....my na. Mc d thng xuyn lp t nh vy, song khi so snh vi tt c cc ngn hng khc thnh ph Hu t trng my ATM gim xung ch cn ......% do ngy cng nhiu ngn hng tham gia lp t b sung s lng my ATM. Tuy nhin, vi s lng hin ti VCB Hu vn gi vng l n v c s lng my ATM ln nht, l mt thnh tch ng khen ngi ca chi nhnh trong vic n lc gia tng s thun tin cho khch hng. Bng 3: th phn my ATM, EDC ca VCB Hu Ngn hng Nm 2008 Nm 2009 Nm 2010 ATM 26 VCB hu EDC 100 ATM 30 EDC 130 ATM EDC

104 H thng NHTM ti Hu 25,00% Th phn ca VCB

308

153

360

32,47%

19,61%

36,11%

(Ngun: phng tng hp Vietcombank hu)

Chng 3: nh gi s cm nhn ca khch hng i vi cht lng dch v th Connect24 ca ngn hng Vietcombank - chi nhnh Hu

Phn III: KT LUN KIN NGH 1. KT LUN: Th trng th thanh ton trong nc Vit Nam ni chung cng nh trong thnh ph Hu ni ring ang trong giai on pht trin mnh m vi s tham gia cnh tranh quyt lit ca cc ngn hng ln nh trong v ngoi nc. Do , ngoi vic m rng th trng, tm kim thm khch hng mi, th ngn hng TMCP Ngoi thng Vit Nam chi nhanh Hu cn phi nm c tnh hnh khch hng hin ti ca mnh c thi quen, hnh vi s dng sn phm nh th no, mc hi lng v mong i ca khch hng ra lm sao c th phc v tt hn. iu ny cng lm cho cng tc nghin cu hnh vi ngi tiu dng cng quan trng hn bao gi ht. Qua thc tin nghin cu ti nh gi s hi lng ca khch hng i vi cht lng dch v th Connect24 ca ngn hng Vietcombank - chi nhnh hu, c th rt ra mt s kt lun nh sau: - Dch v th ca ngn hng TMCP Ngoi thng Vit Nam chi nhnh Hu t c nhiu kt qu ng ghi nhn, gi vng uy tn, thng hiu l ngn hng ng u trong hot ng cung cp dch v th. S lng th Vietcombank Connect24 pht hnh, s lng my ATM, s N V CHP NHN TH lun ln nht so vi cc ngn hng khc trn a bn. Nhiu chc nng, tin ch hin i c tch hp vo th ny. Thng hiu th Vietcombank connect24 c ng o ngi dn n nhn v nh gi cao. - Th Vietcombank connect24 tr thnh mt sn phm quen thuc, thit yu vi nhiu ngi tiu dng. Mc s dng th connect24 cc my rt tin cao, hn 60% khch hng s dng my ATM trn 2 ln trong 1 thng. Chc nng rt tin c khch hng thng xuyn s dng nht, tip n l chc nng chuyn khon. cc chc nng, tin ch khc nhau nh thanh ton ti cc

N V CHP NHN TH, ngn hng in tkhng c nhiu khch hng quan tm, s dng do thi quen thch dng tin mt v tm l s ri ro. - Ni chung, hu ht khch hng cm thy bnh thng hoc hi lng v dch v (95,88%), nhng vn cn mt s tiu ch khch hng khng c tha mn lm chng hn nh v tr v kh nng hot ng lin tc ca my ATM. Hn mt na s khch hng tng gp s c do nguyn nhn khch quan hoc ch quan nhng h cho rng s c l iu khng th trnh khi trong bi cnh hin nay, s dng dch v ca ngn hng no cng vy thi, rt t khch hng cm thy hi tic v chn la th Vietcombank Connect24. - Trn 90% khch hng mong mun s dng dch v th mt cch di lu v 69% sn lng gii thiu sn phm ny n ngi khc. y l ti sn v hnh qu gi giups Vietcombank gi vng v th ca mnh trn th trng. Do vy, ngn hng TMCP Ngoi thng Vit Nam chi nhnh Hu cn phi bit tn dng ti a nhng im mnh ca mnh, ng thi khc phc nhng hn ch, tn ti nm bt c hi, vt qua kh khn, vn dng ph hp mt s bin php m ti nu ra. C nh vy mi nng cao cht lng dch v, nng cao nim tin v mc hi lng cho khch hng theo ng phng chm lun mang n cho bn s thnh t. 2. KIN NGH: 2.1 i vi cp chnh quyn - Hon thin h thng lut thanh ton, lut giao dch in t bng cc vn bn php lut x l cc tranh chp, s c xy ra trong qu trinh tin hnh hot ng thanh ton qua th ca cc i tng tham gia nh gia cc ngn hng vi nhau, gia ngn hng v khch hng, khch hng v n v chp nhn th... - Phi hp vi cc c quan thng tn, bo ch xy dng cc chng trnh mang tnh quc gia tuyn truyn v hot ng th, li ch, tc dng v cch s dng th cho mi ngi dn nm bt., hp tc vi nhau cng pht trin, kt ni cc h thng thanh ton ca cc ngn hng khc nhau thnh m - To iu kin, thc y ngn hng thng mi lin kt, hp tc vi nhau cng pt, kt ni cc h thng thanh ton ca cc ngn hng khc nhau thnh mt h thng thng nht. - Cn t chc qun l kim sot mng li t phc v nhm m bo tnh bnh ng cho cc ch th tham gia. - Quy nh vai tr cng ty in bo, in thoi trong cung ng ng truyn, tn hiu v h thng vin thng truyn dn s liu, thng bo kt qu giao dch. - To iu kin thun li cc ngn hng thng mi lp t thm cc im t my ATM 2.2.i vi Vietcombank trung ng

-Tin hnh nhanh chng thay th th t bng th chp in t trong ton h thng gim thiu ti a nhng gian ln v th v hin tng lm th gi. -Kt hp vi cc cng ty in t vin thng, cc n v t chc cung cp cc thit b cng ngh phc v giao dch th ci tin cng ngh nng cao tin ch v cc tnh nng th. -Tng cng quan h hp tc vi cc t chc th quc t v cc ngn hng pht hnh, thanh ton th trao i kinh nghim, phi hp phng chng ti phm trong lnh vc th. -C k hoch xy dng thng hiu r rng, khng ngng nng cao uy tn thng hiu -Trin khai thc hin quy ch thng lng theo hiu qu cng vic kch thch Mi cn b nhn vin lm vic nhit tnh, h tr cho vic sng to ca nhn vin -p dng h thng qun l cht lng to nn mng nng cao cht lng dch v, gp phn nng cao uy tn, tnh cnh tranh cho ngn hng.