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Li m u
Ngy nay, s pht trin ca khoa hc cng ngh, c bit l ngnh cng ngh thng tin, ngnh in t- tin hc, tc ng n mi mt hot ng ca i sng, kinh t-x hi, lm thay i nhn thc v phng php sn xut kinh doanh ca nhiu lnh vc, nhiu ngnh kinh t khc nhau, trong c lnh vc ngn hng. Nhng khi nim v ngn hng in t, giao dch trc tuyn, thanh ton trn mng, ngn hng o... bt u tr thnh xu th pht trin v cnh tranh ca cc ngn hng thng mi (NHTM) Vit Nam. Pht trin cc dch v ngn hng da trn nn tng cng ngh thng tin- ngn hng in t- l xu hng tt yu, mang tnh khch quan, trong thi i hi nhp kinh t quc t. V th m cc ngn hng u c nhng dch v mi dch v ngn hng qua in thoi phone banking, dch v rt tin t ng ATM, dch v thanh ton lin ngn hng, dch v mobile banking, home banking Li ch em li ca cc dch v ny 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. Nm c tm quan trng ca dch v ny, nm 2003 ngn hng thng mi c phn Chu ln lt trin khai v i vo cung cp cc dch v internet banking, phone banking, mobile banking v gn y nht l dch v home banking cho khch hng. Mc d bc u cn gp nhiu kh khn do cc quy trnh ny i hi kh nhiu cc iu kin kht khe song n nay ngn hng TMCP Chu c coi l kh thnh cng trong vic trin khai loi dch v ny v tr thnh mt trong nhng ngn hng hng u ca Vit Nam trong vic ng dng ngn hng in t vo h thng ca mnh. V vy em quyt nh i su tm hiu quy trnh cung cp dch v ebanking ti ngn hng ACB m c th l i su phn tch quy trnh ca cc dch v internet banking, phone banking, home banking v mobile banking. Thng qua tiu lun ny, em mong mun a ra mt ci nhn khi qut v quy trnh cung cp dch v e-banking v c bit l Ngn hng TMCP Chu (ACB), t tm ra cc gii php chin lc cho s pht trin ca e-banking ti ACB. Mc d ht sc c gng song do y l ti cn kh mi m khng ch Vit Nam m cn c trn th gii nn bi vit khng trnh khi cn nhiu thiu st. Em mong nhn c nhiu kin ca ngi c quan tm ti lnh vc dch v ngn hng mi m ny. Em xin gi li cm n chn thnh nht ti thy gio Nguyn Th Anh, ngi tn tnh hng dn v gip em hon thnh tiu lun ny.

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MC LC
Li m u........................................................................................................................1 Chng 1 : Tng quan v quy trnh cung cp dch v e-banking.....................................3 Chng 2 : Thc trng quy trnh cung cp dch v e-banking ti ngn hng thng mi c phn Chu ACB.............................................................................................................14 Chng 3 : Nguyn nhn v gii php............................................................................31 Kt lun...........................................................................................................................35 .Ti liu tham kho.........................................................................................................36

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Chng 1 : Tng quan v quy trnh cung cp dch v ebanking

I. Khi qut v dch v e-banking
1. nh ngha
Dch v thng mi in t v ang pht trin mnh m trong nhng nm gn y v tr thnh ti nng trong bt c hi tho no v cng ngh thng tin. Thng mi in t tr thnh mt xu th tt yu ca qu trnh hin i ha cng nghip ha. ng trc yu cu ny, cc t chc ti chnh phi tm hiu v pht trin chin lc kinh doanh vo thng mi in t. Ma Weihua, Ch tch ca Ngn hng Merchant, Trung Quc cho bit: "Thng mi in t a li cho ngnh cng nghip ngn hng nhng v kh li hi ph b nhng hn ch i vi cc hot ng kinh doanh ngn hng trc kia v m rng dch v mi Thng mi in t to nn mt hnh thc cnh tranh mi buc cc ngn hng phi chn la nhng dch v m khch hng cn, quyt nh quy m cc chi nhnh ngn hng trong h thng v m rng h thng thanh ton lin ngn hng. ng trc yu cu ngn hng cho ra nhiu dch v mi : dch v ngn hng qua in thoi s dng m c nhn, hoc nhn dng ging ni; dch v ngn hng qua mng internet, khch hng ch cn mt my tnh c nhn ni mng internet l c th giao dch vi ngn hng m khng cn phi trc tip n ngn hng. chnh l hnh thc ca mt loi ngn hng mi, ngn hng in t hay cn gi l e-banking. Ngn hng in t l ngn hng m cc dch v c cung cp qua cc phng tin k thut in t, khch hng khng cn n trc tip ti cc chi nhnh ca ngn hng m vn c th thc hin c cc giao dch v nm bt c thng tin ti chnh ca mnh. Hin nay, mt s ngi vn thng ng nht dch v internet banking vi dch v ngn hng in t (e-banking). Trn thc t, dch v e-banking c ni hm rng hn internet banking rt nhiu. Nu nh internet banking ch n thun l vic cung ng cc dch v ngn hng thng qua mng internet, th dch v e-banking cn bao hm c vic cung cp cc dch v thng qua mt s phng tin khc nh: fax, in thoi, e-mail.Nh vy, internet banking l mt b phn ca e-banking v vi nhng tin ch ca internet so vi cc phng tin khc l gi giao dch tng i r, tc nhanh v c th truyn c d liu ti khp mi ni trn th gii mt cch nhanh nht th internet banking c coi l linh hn ca ebanking.

2. Ni dung c im ca e-banking
Dch v e-banking c chia thnh ba cp khc nhau:

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cp s ng nht, e-banking khng khc nhiu so vi giao dch qua in thoi hay giao dch vi mt my rt tin t ng. Bng cch s dng bn phm s ca in thoi, khch hng c th bit c tnh hnh ti khon ca mnh hoc c th thc hin cc giao dch n gin nh chuyn tin t ti khon tit kim sang ti khon vng lai ca cng mt ch ti khon. cp th hai, internet ng vai tr tch cc hn. Lc ny mi trang ch ca ngn hng trn internet c xem nh mt ca s giao dch. Ngoi chc nng kim tra ti khon, khch hng cn c th s dng hng lot cc dch v trc tuyn khc nh vay mua hng, mua mt hp ng bo him v k c u t vo chng khon cp th ba, ngn hng ng vai tr rt to ln, h tr cho thng mi in t gia cc doanh nghip pht trin. Mi giao dch nh chuyn tin, m th tn dng cho hp ng mua bn gia cc nh xut nhp khu, m cc th bo lnhu c th thc hin trc tuyn. Khch hng s khng phi n tr s ca ngn hng m vn c th thc hin c cc giao dch thng qua mt chng trnh do ngn hng ci t ti vn phng ca khch hng. Chng trnh ny cho php truy cp n my ch ca ngn hng 24/24 gi v c by ngy trong tun. Hin nay, ngn hng in t tn ti di hai hnh thc: hnh thc ngn hng trc tuyn, ch tn ti da trn mi trng mng Internet, cung cp dch v 100% thng qua mi trng mng; v m hnh kt hp gia h thng ngn hng thng mi truyn thng v in t ho cc dch v truyn thng, tc l phn phi nhng sn phm dch v c trn nhng knh phn phi mi. Tuy nhin, khng c mt m hnh ngn hng in t tiu biu v duy nht. S la chn m hnh ph thuc vo chin lc pht trin ca ngn hng v mi trng hot ng bao gm s sn c v thng tin khch hng, thi quen v hnh vi khch hng, v h thng h tng h tng ti chnh ngn hng ni chung.

3. Cc nhn t nh hng n s pht trin ca e-banking

3.1. Mi trng php l Mi trng php l l mt yu t khng th thiu i vi s pht trin ca dch v ebanking. C th ni, cc ngn hng ch c th p dng dch v ca mnh khi tnh php l ca n c tha nhn v c cc c quan xc thc. Mi trng php l n nh, ph hp, cht ch s c cc tc ng tch cc n s pht trin ca cc loi hnh dch v ny. C th l phi c mt hnh lang php l hp l, n nh, cht ch th khch hng mi c th yn tm giao dch, ng thi s phng nga c nhng tranh chp khng ng c cng nh s thiu an ton khi s dng dch v e-banking. Chnh v vy, cc quc gia cn thit lp nn mt mi trng php l ngy cng hon thin hn, n nh hn m bo thng sut cc hot ng ca ngn hng in t. Trng H Ngoi Thng Trang 4

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y l mt yu t quan trng hng u i vi s pht trin ca dch v e-banking. Cc ngn hng ch c th pht trin dch v e-banking mt cch c hiu qu khi c mt c s cng ngh thng tin nng lc. Mt c s cng ngh thng tin c coi l nng lc khi n p ng c hai yu cu sau: th nht l tnh tin tin, hin i v cng ngh, th hai l tnh kinh t. Trc s cnh tranh nh v bo hin nay, vic p dng cc cng ngh tin tin l mt yu cu bc thit. Nu s dng cng ngh qu c tc l cc ngn hng t loi mnh ra khi cuc chi. Tuy nhin, bn cnh cng ngh tin tin, cc ngn hng cng cn ch n tnh kinh t ca loi cng ngh . Ni tm li, cc ngn hng cn cn c vo lng vn m mnh c la chn mt loi cng ngh ph hp m bo cng ngh kh tin tin cng nh chi ph hp l c th p ng c. 3.3. i ng nhn lc ca cng ty bt c trng hp no, con ngi cng lun ng vai tr quan trng. Bn cnh vic gim c mt lng ng k nhn lc trong cng ty, th vic pht trin dch v e-banking li i hi h thng nhn lc cn trang b cho mnh nhng kin thc cn thit c kh nng ng dng cng ngh thng tin mt cch hiu qu, c thi quen lm vic bng cc phng tin in t. Ngn hng cng cn c mt i ng chuyn gia v cng ngh thng tin mnh c th tip tc nghin cu v pht trin h thng in t ca ngn hng. Hn na, cc chuyn gia cn thit lp nn h thng e-banking d s dng, thn thin vi ngi dng. Bn cnh , khi m dch v ny cn kh mi m th s e ngi ca khch hng l iu tt yu, v vy, i ng nhn vin cn thn thin, c trnh v kh nng thuyt phc c th loi b c s e ngi ca khch hng v li ko khch hng s dng dch v ca mnh.

4. u nhc im ca dch v e-banking

4.1. u im Ngn hng in t to ra nhiu sn phm dch v tuyt vi, p ng c nhng yu cu ngy cng kht khe ca khch hng. Dch v e-banking mang li rt nhiu tc ng tch cc khng ch vi khch hng m ngay c vi h thng ngn hng, i vi nh nc. C th l : a. i vi ngn hng Tit kim chi ph : e-banking gip cc ngn hng tit kim nhiu chi ph, do phi thu nhn vin v u t cho mt bng, cng nh trang thit b. Nh p dng cng ngh cao m cc ngn hng gim c mt lng ng k cc nhn vin c bit l cc nhn vin lm vic khng hiu qu. ng thi khch hng v ngn hng ch cn giao dch vi nhau qua mng Internet,mobile thay v phi i n ngn hng v xp hng di nh trc kia. l yu t gip gim chi ph cho u t vo Trng H Ngoi Thng Trang 5

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mt bng v cc trang thit b khc nh gh ngi, qut, iu ha, n, inCc yu t ny c tc ng khng nh vi vic tng li nhun cho cng ty. Tit kim thi gian: Mt nhn vin c th thc hin hng ngn giao dch chuyn khon trong e-banking trong mt ngy, trong khi lm theo cch truyn thng th ch thc hin vi trm cuc giao dch. Bn cnh , thng qua cc dch v ca ebanking, 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, thun li, 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. 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 e-banking Tng s cnh tranh: Giao dch in t l nhu cu khng th thiu i vi ngnh ngn hng. N khng nh kh nng v cng ngh v v tr ca ngn hng trong mt khch hng. c bit, e-banking c th cung cp dch v cho. 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 nhm p ng mi nhu cu ca khch hng v cc dch v lin quan: ngn hng, bo him, u t, chng khon... Chnh s tin ch c c t cng ngh ng dng, t phn mm, t nh cung cp dch v mng,... thu ht v gi khch hng s dng, quan h, giao dch vi ngn hng, tr thnh khch hng truyn thng ca ngn hng. Vic thc hin cc hot ng dch v ca ngn hng in t 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 cho ngn hng v khch hng tham gia s dng dch v ca ngn hng in t. y l nhng li ch vt tri so vi ngn hng truyn thng. Ngoi ra, bng vic s dng cc dch v ca e-banking, cc t chc tn dng c th tip cn nhanh vi cc phng php qun l hin i. S kt hp hi ho trong qu trnh pht trin cc hot ng dch v ngn hng truyn thng v mt s dch v ngn hng in t, s cho php cc t chc tn dng a dng ho sn phm, tng doanh thu, nng cao hiu qu hot ng. c bit e-banking gip cc ngn hng ngn hng c th thc hin c chin lc ton cu ha m khng cn m thm chi nhnh. b. i vi khch hng Cng tng t nh i vi ngn hng, e-banking em li rt nhiu li ch cho khch hng nh: Trng H Ngoi Thng Trang 6

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Tit kim thi gian v chi ph: h thng ny gip khch hng tit kim c rt nhiu thi gian v tin bc. Ch cn ng k dch v e-banking, thay v i n tn ni xp hng v ch i, khch hng ch cn ngi ti ch, thc hin mt s thao tc l c th giao dch c vi ngn hng v ngn hng s thc hin yu cu ca khch hng ch trong t pht. Khng nhng khch hng tit kim c nhiu chi ph i li m nhng lo lng v kt xe, giy t phc tp khng cn l mi bn tm ca khch hng na. Thi gian tit kim c h c th u t nhiu hn vo cng vic kinh doanh ca mnh. Hn na, chi ph cho giao dch ca dch v e-banking cng thp hn cc dch v khc nhiu. Ta c th theo di kt qu kho st sau: Bng 1: Ph giao dch cc dch v ca e-banking so vi cc phng php truyn thng. Nhn vin phc v Qua in thoi ATM Internet 1,07 USD 0,54 USD 0,27 USD 0,015 USD Ngun: Kt qu kho st ca hng nghin cu Booz, Allen & Hamilton(2000) Linh ng: C th giao dch mi lc mi ni v doanh nghip c th ra lnh m khng cn phi c mt ng thi k ton v ch ti khon ti cng ty. Khng nhng th, e-banking thc s tr thnh phng tin h tr c lc gip cc khch hng c th ch ng kim tra tnh hnh ti chnh ca mnh. Lnh o n v c th k duyt cc chng t giao dch mi lc mi ni, v cn c th gim st ngay tc th s d ti khon, giao dch pht sinh trn ti khon ca mnh. An ton v bo mt: Thm mt yu t na m bo s yn tm cho khch hng l d liu c tnh an ton cao v c m ha trc khi gi - nhn nh cng ngh xc thc bng chng thc s. Hn na, khch hng cng c c hi lm quen min ph vi thng mi in t thng qua mt hnh thc thanh ton hin i tng bc hi nhp kinh t quc t. c. i vi x hi E-banking gp phn thc y cc hot ng kinh t thng mi, dch v v du lch ca t nc, 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. Nng cao kh nng cnh tranh cho cc ngn hng trong nc: e-banking gip cho cc ngn hng tip cn c khch hng tt hn, tit kim c chi ph giao dch, chi ph pht trin mng li chi nhnh, phng giao dch, chi ph qun l... y l li th rt ln gip cc ngn hng trong nc tng kh nng cnh tranh vi cc ngn hng th gii trong thi k hi nhp. Trng H Ngoi Thng Trang 7

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Nng cao nhn thc ca ngi dn trong vic ng dng cc cng ngh hin i tng bc a t nc pht trin theo con ng cng nghip ha, hin i ha. 4.2. Nhc im Tt c nhng li ch ny ca e-banking v ang khin cc ngn hng khng th lm ng trc thi k bng n cng ngh thng tin nh hin nay. Tuy nhin, bn cnh nhng u im trn, c khng t bt li ca e-banking m cc ngn hng v khch hng ca h phi quan tm. a. i vi ngn hng C s h tng cng ngh thng tin: r rng u t vo cc dch v ngn hng in t th cc ngn hng cn c mt lng vn kh ln. y l iu m khng phi ngn hng no cng c c. Vn v h tng cng ngh thng tin hay c th l vn u t lun l vn u tin m cc ngn hng mun pht trin dch v ny phi ngh ti. Vn v nhn lc: mc d vic s dng dch v e-banking gip ngn hng gim mt lng ng k nhn lc song cc ngn hng li phi u t nhiu hn n cht lng ca ngun nhn lc ca mnh. c mt i ng nhn vin c trnh , c kh nng ng dng cc loi cng ngh cao th cc ngn hng phi c cc nhn vin i hc, nng cao thm trnh ng thi phi tuyn nhng nhn vin c trnh cao, phi s dng cc chuyn gia v k thut. iu ny tt yu dn n chi ph cho nhng nhn vin ny khng h nh. Vn bo mt thng tin: bo mt thng tin lun l s e ngi ca khch hng khi s dng dch v e-banking. c th ly c lng tin ca khch hng, cc ngn hng khng cn cch no khc l phi nng cao kh nng bo mt c thng tin ca khch hng. Tuy nhin iu ny khng h d. trn th gii hin nay vn bo mt cng ang vn cn l mt vn ng lo ngi. Khng c chin lc r rng c th th khng mang li hiu qu m cn gy lng ph : ai cng bit rng dch v e-banking mang li rt nhiu li ch v c c hi cnh tranh v pht trin rt ln trong tng lai. Song nu cc ngn hng c vn, u t nhiu vo nhn lc m khng c mt chin lc r rng, c th, cht ch th c th vn khng t c hiu qu cao m li cng gy lng ph. b. i vi khch hng Vn bo mt: y lun l lo ngi hng u ca khch hng khi s dng dch v e-banking. Ri ro trong hot ng dch v ny l khng nh, khch hng c th b mt mt khu truy nhp ti khon t lc no m mnh chng hay bit do b Hacker n cp bng cng ngh cao. T tin trong ti khon ca khch hng b Trng H Ngoi Thng Trang 8

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mt m khng bit ti bn thn mnh nhm ln hay ti ngn hng. c bit l nhng nc ang pht trin, do cng ngh ch yu l nhp khu nn s ch ng nm bt cng ngh khng cao, vic pht hin v bt cc l hng ca phn mm mua t nc ngoi cha th thc hin c mt cch y , kh nng ln l phi mi chuyn gia, tn km v mt thi gian. Vius, su my tnh, phn mm gin ip l nhng nguy c thng trc tn cng h thng qua vic gi mo, nh cp d liu khch hng, ti phm my tnh s dng tn cng kiu t chi dch v (DDoS) lm t lit website l rt c th xy ra. Giao dch bng e-banking th khch hng s phi lo ngi nhiu ri ro hn so vi giao dch chng t truyn thng. u t v cng ngh: tham gia c vo e-banking, khch hng cn phi c my vi tnh hay cc phng tin in t khc v phi mua dch v t cng ty dch v, y l khon chi ph u t ban u khng nh. Thiu thng tin nng: Nhiu khch hng vn mun trc tip giao dch vi cn b ngn hng c th din gii d dng hn. Qua E-Banking khch hng nhn c thng tin khng th y nh qua mt cn b chuyn trch ca ngn hng. Khch hng s mt i c hi trao i thng tin vi bn hng, nm bt tnh hnh mi, nng ti ni giao dch ca ngn hng.

II. Quy trnh cung cp cc dch v e-banking

Ngn hng in t (e-banking) bao gm nhiu dch v nh : Internet banking, Home banking, Mobile banking, Phone banking. Mi dch v li c mt quy trnh cung cp khc nhau. Di y l quy trnh cung cp ca tng loi dch v.

1. Internet banking
Dch v Internet Banking l dch v cho php khch hng c th thc hin truy vn thng tin trn ti khon ca mnh, theo di cc giao dch ti khon v in s ph k ton ca mnh bng cch truy cp vo a ch website ca Ngn hng ti bt c im truy cp Internet no v vo bt c thi im no. Quy trnh cung cp dch v internet banking: Bc 1: Tip cn dch v internet banking: Nhn vin ngn hng gii thiu dch v n khch hng hoc khch hng t tip cn dch v thng qua cc knh thng tin khc. Khch hng ng k ti khon s dng dch v internet banking bng cch gi bn ng k n ngn hng bng nhiu hnh thc: Np bn ng k trc tip ti cc im giao dch ca ngn hng, thng qua email, fax. Trng H Ngoi Thng Trang 9

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Ngn hng cung cp cho khch hng tn truy cp v mt khu ban u. Bc 2: Thit lp kt ni: Khch hng s dng my tnh c kt ni mng internet truy cp vo trang web cung cp dch v internet banking ca ngn hng. Khch hng s dng tn truy nhp c cung cp ng nhp vo h thng ca ngn hng. Bc 3: Thc hin yu cu dch v: Khch hng s dng giao din ngi dng c ngn hng cung cp thc hin cc giao dch mong mun. Bc 4: Xc nhn giao dch, kim tra thng tin: Ngn hng tin hnh vic xc minh giao dch v kim tra thng tin thng qua ch k in t, xc nhn in t, chng t in t, Bc 5: Thot khi h thng: Khch hng thot khi h thng sau khi kt thc cc giao dch. Cc thng tin, nht k giao dch c lu tr phc v cho cc truy vn sau ny ca khch hng.

2. Homebanking
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. Khc vi dch v internet banking, dch v home banking yu cu khch hng phi ng k cc my tnh s dng dch v vi ngn hng. Khch hng ch s dng c dch v home banking ti cc my ng k. Mc d c mt s im khc bit, nhng nhn chung, chu trnh s dng dch v Home banking gm cc bc c bn sau y: Bc 1: Tip cn dch v Home banking. Nhn vin n v gii thiu dch v n khch hng hoc khch hng t tip cn dch v thng qua cc knh thng tin khc. Khch hng ng k s dng dch v vi ngn hng: ng k a ch cc my tnh s dng dch v (a ch MAC). Ngn hng cung cp tn truy nhp v mt khu cho khch hng, chp nhn cc kt ni n t cc my tnh ng k ca khch hng. Bc 2: Thit lp kt ni: Trng H Ngoi Thng Trang 10

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Khch hng s dng my tnh ng k vi ngn hng truy cp vo trang web cung cp dch v ca ngn hng thng qua mng internet. Khch hng s dng tn ng nhp c cung cp ng nhp vo h thng mng ca ngn hng. Bc 3: Thc hin yu cu dch v: Khch hng s dng giao din ngi dng trn trang web ca ngn hng yu cu thc hin cc giao dch Bc 4: Xc nhn giao dch, kim tra thng tin: Ngn hng yu cu xc nhn giao dch v kim tra thng tin ca khch hng thng qua ch k in t, xc nhn in t, chng t in t, i vi khch hng l cng ty, c quan, t chc th vic xc thc c thc hin phc tp hn, m bo an ton hn. Mi c quan, cng ty, t chc c cung cp 2 ti khon ngi dng c phn cp v c 2 ch k in t tng ng. Mt giao dch c thc hin khi c ch k ca 2 ti khon ny. Bc 5: Thot khi h thng: Khch hng thc hin thao tc thot khi h thng sau khi thc hin xong cc giao dch v kim tra thng tin giao dch. Cc thng tin, nht k giao dch c lu tr phc v cho cc truy vn sau ny ca khch hng.

3. Mobile banking
Mobile banking l dch v ngn hng thng qua di ng nhm cung cp cho khch hng kh nng s dng cc dch v ca ngn hng thng qua di ng mi lc mi ni. Quy trnh cung cp dch v mobile banking tng th gm 3 bc chnh: ng k s dng dch v mobile banking do cc ngn hng cung cp. Ti thc n iu khin v thit lp cu hnh s dng dch v. S dng cc dch v thng qua mobile banking. Ngi dng c th s dng 1 trong 2 phng thc sau thc hin cc giao dch thng qua dch v mobile banking: a. Phng thc 1: SMS banking SMS banking l 1 dch v nm trong mobile banking nhm cung cp cc cch thc giao dch, truy vn ti khon thng qua cc tin nhn dng SMS Short message service. Trong phng thc ny, khch hng khng cn phi tin hnh ci t di ng m vn c th s dng dch v SMS banking. s dng dch v, khch hng thc hin cc thao tc sau: Trng H Ngoi Thng Trang 11

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Bc 1: ng k ti khon s dng dch v Khch hng ng k s dng dch v SMS banking vi ngn hng. Ngn hng tin hnh kch hot dch v SMS banking trn ti khon ca khch hng ng k. Bc 2: Thc hin giao dch: Khch hng son tin nhn theo c php [M dch v]<du cch>[M giao dch]<du cch.[S ti khon]. Tng ngn hng s c nhng m dch v v m gio dch khc nhau. Danh sch cc m giao dch c cc ngn hng cung cp khi khch hng ng k s dng dch v SMS banking. Gi tin nhn n mt u s quy nh ca ngn hng. Bc 3: Xc nhn giao dch: Ngn hng gi li cho khch hng 1 tin nhn c m s b mt nhm yu cu khch hng xc nhn li. Tin nhn ny nhm mc ch thit lp s an ton trong giao dch. Ch cc tin nhn thc hin cc giao dch quan trng nh chuyn tin, thanh ton, mi cn xc nhn thng tin giao dch. Khi c tin nhn yu cu xc nhn thng tin giao dch, khch hng son tin nhn theo mu yu cu v gi xc nhn thng tin giao dch. Sau khi khch hng xc nhn li thng tin giao dch, ngn hng tin hnh thc hin cc giao dch c yu cu. b. Phng thc 2: WAP Wireless Application Protocol. Dch v WAP cho php ngi dng kt ni mng internet t mobile s dng cc dch v do ngn hng cung cp. s dng c cc dch v thng qua WAP, mobile cn phi c thit lp cu hnh ph hp. Quy trnh cung cp dch v: Bc 1: ng k s dng dch v: Khch hng tin hnh ng k s dng dch v mobile banking thng qua WAP vi ngn hng Ngn hng cung cp tn ti khon v mt khu cho khch hng. Bc 2: Thit lp cu hnh di ng s dng dch v WAP: Khch hng tin hnh cu hnh di ng s dng dch v WAP. Ch l ch dng c vi cc my di ng c h tr WAP. Settings name: do ngi dng thit lp. Homepage: trang ch wap ca ngn hng. Connection Type: Continuous Trang 12

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Authentication type: Secure User name: do nh cung cp dch v di ng cp. Password: do nh cung cp dch v di ng cp.

Bc 3: Kt ni vo mng Khch hng s dng di ng c cu hnh truy cp vo trang ch wap ca ngn hng. S dng tn ti khon c cung cp ng nhp vo h thng. Bc 4: Thc hin giao dch Khch hng s dng cc tin ch c ngn hng cung cp trn trang ch wap ca ngn hng tin hnh cc giao dch, truy vn ti khon.

4. Phone banking
Phone banking l dch v ngn hng thng qua mng in thoi nhm cung cp cho khch hng kh nng s dng cc tin ch ca ngn hng m khng cn n tn ni giao dch, c th thc hin giao dch mi lc mi ni, 24/24h. H thng phone banking l mt tng i in t c khc nng tr li t ng, hng dn t ng gip khch hng thc hin cc giao dch mt cch d dng. Quy trnh cung cp dch v: Bc 1: ng k s dng dch v: Khch hng ng k s dng dch v ti cc trm giao dch ca cc ngn hng hoc gi bn ng k thng qua email. Ngn hng cung cp cho khch hng m s truy cp v mt khu. Bc 2: Kt ni vo h thng: Khch hng gi in n tng i in t ca dch v. S dng m s truy cp c cung cp ng nhp vo h thng v nghe hng dn. Bc 3: Thc hin giao dch: Khch hng s dng cc phm bm ca bn phm in thoi la chn cc knh giao dch c cung cp theo hng dn ca tng i in t.

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Chng 2 : Thc trng quy trnh cung cp dch v ebanking ti ngn hng thng mi c phn Chu ACB.
I. Qu trnh hnh thnh v pht trin ca ACB
1. Gii thiu chung
1.1. Lch s hnh thnh Ngn hng thng mi c phn Chu l mt trong nhng ngn hng c thnh lp sm nc ta. Ngn hng ACB c thnh lp theo giy php s 0032/NH- GP do ngn hng nh nc ( NHNN) cp. Ngy 24-04-1993: Ngn hng Thng mi C phn Chu (ACB) c thnh lp Ngy 04-06-1993: ACB chnh thc i vo hot ng kinh doanh. 1.2. Sn phm dch v chnh Huy ng vn ngn trung v di hn ( nhn tin gi ca khch hng) bng ng Vit Nam, ngoi t v vng theo cc hnh thc gi tit kim, tin gi thanh ton, chng ch tin gi. S dng vn: tip nhn vn y thc u t, nhn vn t cc t chc tn dng trong v ngoi nc, bng ng Vit Nam, ngoi t v vng Cho vay ngn trung v di hn, chit khu thng phiu, cng tri v giy t c gi u t vo chng khon v cc t chc kinh t, lm dch v thanh ton gia khch hng, lu k, t vn ti chnh doanh nghip v bo lnh pht hnh. Kinh doanh ngoi t, vng bc Cung cp cc dch v v u t, qun l n v khai thc ti sn, cho thu ti chnh v cc dch v ngn hng khc. 1.3. S t chc a. S t chc ca ngn hng ACB gm : By khi : Khch hng c nhn, Khch hng doanh nghip, Ngn qu, Pht trin kinh doanh, Gim st iu hnh, Qun tr ngun lc, Cng ngh thng tin; Bn ban: Kim tra Kim sot ni b, Chin lc, m bo cht lng, Chnh sch v Qun l tn dng. Hai phng : Quan h Quc t, Thm nh ti sn (trc thuc Tng gim c).

Trng H Ngoi Thng

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i hi ng c ng

Hi ng qun tr Ban kim sot

Cc hi ng

Vn phng HQT

Ban kim ton ni b

Ban tng G

Ban chin lc

Phng k ton

Bam chnh sch v qun l tn dng

Phng quan h i ngoi

Ban m bo cht lng

Phng qun l ri ro

Phng u t

Khi KH c nhn

Khi KH DN

Khi Ngn qu

Khi PT KD

Khi vn hnh

Khi QL tri thc

TT CNTT

Cc p.bn hng

Cc p.bn hng

P.KD ngoi hi P.KD vng

P.h tr v pt chi nhnh

P.h tr tn dng P.nv giao dch P.php ch v tun th

P.iu hnh NS P. hnh chnh v xd c bn P.pht trn NNL

B phn hnh chnh P.phn tch nv P. qun tr c s d liu P. vn hnh h thng CNTT

Cc p.h tr

Cc p.h tr

P.Marketing

Cc p,nv

Cc p,nv

P.KD vn P.nc TT

Cc p.sn phm

Cc p.sn phm

P.QL qu

TT o to

P.thm nh TS

P.tng hp

Cc s giao dch v p.giao dch

Nhn xt : nhn chung, s t chc ca ACB kh r rng c th. ACB phn chia cc phng ban mt cch c th chi tit d dng phn cng cng vic v trch nhim. ng thi cc phng ban cng c mi lin h rng buc vi nhau khi cn thit c th phi hp thc hin cng vic. v d khi khch hng c nhn v khi khch hng doanh nghip cng c mi lin h mt thit vi khi vn hnh

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b. Cng ty trc thuc

Cng ty Chng khon ACB (ACBS). Cng ty Qun l v khai thc ti sn Ngn hng Chu (ACBA). c. Cng ty cho Cng ty C phn Dch v Bo v Ngn hng Chu (ACBD). Cng ty C phn a c ACB (ACBR). d. Cng ty lin doanh Cng ty C phn Si Gn Kim hon ACB- SJC (gp vn thnh lp vi SJC). Tnh n ngy 31/12/2007 tng s nhn vin nghip v ca Ngn hng Chu l 4.600

1.4. Nhn lc ngi. Trong : Bng 2 : ( ngun bo co thng nin 2007-ACB)

Theo cp Cn b qun l Nhn vin Sau i hc i hc Cao ng v trung cp Ph thng Tng cng qun l 571 4029 Theo trnh nhn vin

4600

82 3929 431 158 4600

Cn b c trnh i hc v trn i hc chim 93%, thng xuyn c o to chuyn mn nghip v ti trung tm o to ring ca ACB. Hai nm 1998-1999, ACB c Cng ty Ti chnh Quc t (IFC) ti tr mt chng trnh h tr k thut chuyn v o to nghip v cho nhn vin, do Ngn hng Far East Bank and Trust Company (FEBTC) ca Philip-pin thc hin. Trong nm 2002 v 2003, cc cp iu hnh tham gia cc kho hc v qun tr ngn hng ca Trung tm o to Ngn hng (Bank Training Center). Mc lng bnh qun ca nhn vin cng tng dn theo cc nm. Bng 3: Mc lng ca nhn vin ACB ( ngun bo co thng nin 2007-ACB)
Nm 2005 Nm 2006 Nm 2007 4.628.000 ng/thng 5.763.862 ng/thng 8.456.000 ng/thng

Bn cnh , ACB cn rt ch trng n cng tc o to v pht trin nhn vin. Chnh sch o to ca ACB c mc tiu xy dng v pht trin i ng nhn vin thnh tho v ngh Trng H Ngoi Thng Trang 16

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nghip, chun mc trong o c kinh doanh, chuyn nghip trong phong cch lm vic v nhit tnh phc v khch hng. Khng nhng th, ACB cn c ch khen thng, ch bo him v ph cp x hi, phc li ph hp tha ng c tc ng tch cc n hiu qu lm vic ca nhn vin.

2. Nhn xt chung v ngn hng ACB

c thnh lp t kh sm, ACB l mt trong nhng ngn hng c tnh hnh hot ng tt nc ta. Trong 15 nm hot ng, ACB lun gi vng s tng trng mnh m v n nh. ACB hin nay ang nm gi gn 8% th phn huy ng tit kim ca c nc, trn 57% th phn ch th tn dng quc t, trn 55% th phn chuyn tin nhanh Western Union. Tng ti sn ca ACB chim 4,46%, vn huy ng chim 5,8% d n chim 3%, vn iu l chim 2,7%, li nhun chim 7,7% ca ton ngnh ngn hng. Cc ch s ny u tng so vi cc nm trc . iu ny c th hin r qua cc ch s ti chnh di bng y: Bng 4 : ( ngun bo co thng nin nm 2007 ngn hng TMCP Chu) TNG TI SN hp nht (t ng)
90.000 80.000 70.000 60.000 50.000 40.000 30.000 20.000 10.000 0 2004 2005 2006 2007 15.420 24.273 44.650 85.392

Tng ti sn hp nht ca ACB tng gn gp i nm trc. Nm 2007 l nm c tc tng trng tng ti sn cao nht trong 7 nm gn y v l mt trong 3 nm c tc tng cao nht t nm 1994 n nay. Bng 5 : ( ngun bo co thng nin nm 2007 ngn hng TMCP Chu)

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35.000 30.000 25.000 20.000 15.000 10.000 5.000 0 2004 2005 2006 6.760 9.563 17.365

31.974

2007

D n cho vay tng gn 84% so vi nm 2006. Cng nh tng ti sn, nm 2007 l nm c tc tng trng d n cho vay cao nht k t nm 1996 n nay. Tuy nhin tc tng trng d n cho vay vn thp hn tc tng trng tng ti sn, ch chim 37,44% tng ti sn cui nm 2007. Bng 6: ( ngun bo co thng nin nm 2007 ngn hng TMCP Chu)

VN HUY NG hp nht (t ng)

80.000 70.000 60.000 50.000 40.000 30.000 20.000 10.000 0 2004 2005 2006 2007 14.354 22.341 39.736 74.943

Vn huy ng hp nht ca nm 2007 l 74.943 t ng tng 88,6%. Cao nht trong 4 nm tr li y.

Bng 7: ( ngun bo co thng nin nm 2007 ngn hng TMCP Chu) Trng H Ngoi Thng Trang 18

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LI NHUN TRC THU hp nht (t ng)

2.500 2.000 1.500 1.000 500 0 2004 2005 2006 2007 282 392 687 2.127

Li nhun trc thu nm 2007 ca tp on ACB t 2,127 t ng, tng gp 3 ln so vi nm 2006, t mc tng trng li nhun cao nht trong 12 nm qua. Thnh cng ln trong nm 2007 khng nh v th ca ACB l ngn hng c tng ti sn v li nhun cao nht trong h thng cc ngn hng thng mi c phn ca Vit Nam, rt ngn mt cch ng k khong cch v tng ti sn gia ACB v cc ngn hng thng mi nh nc. Hn na, ACB cng l ngn hng lun i u trong vic hin i ha cng ngh ngn hng, tip cn nghip v ngn hng hin i nng cao kh nng cnh tranh cng nh cht lng ph v in hnh nh dch v e banking, cc loi th tit kim. c bit, nm 2003 ACB xy dng h thng qun l cht lng theo tiu chun ISO 9001:2000 v c cng nhn t tiu chun trong cc lnh vc huy ng vn, cho vay ngn hng ngn hn, trung, di hn, thanh ton quc t v cung ng ngun lc ti hi s. Trong nm 2007 va qua, mc d nn kinh t th gii c nhiu bin ng ln, mi trng kinh doanh nm 2007 nht l trong lnh vc ngn hng c nhng yu t khng thun li. Nhp siu qu ln cng thm vi lm pht tng cao nht trong 12 nm tr li y. Thm vo , ngn hng nh nc cng ra nhng quyt nh nh hng khng nh n kinh doanh ngn hng nh tng t l d tr bt buc ln gp i trong qu 2, khng ch d n cho vay kinh doanh chng khon. Tuy nhin, trong bi cnh , nh c nh hng pht trin ng, kp thi tn dng c hi v vi s n lc rt cao ca hi ng qun tr, ban iu hnh v ton th nhn vin, ACB hon thnh xut sc k hoch kinh doanh nm 2007. Thnh cng ny khng ch mang li cho ACB th v lc mi, nht l v ti chnh, cng ngh ngn hng v ngun nhn lc cht lng m quan trng hn l li nhng bi hc qu bu v qun tr

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ngn hng, gip ACB tin nhanh hn trong nhng nm tip theo. tip tc thnh cng, ACB phi xc nh cho c chin lc pht trin ng n, t nht l trong trung hn. Tri qua 15 nm hot ng, ACB t c rt nhiu thnh tch c th l :Ngn hng tt nht Vit Nam 2006; Ngn hng bn l xut sc nht Vit Nam 2006; Thng hiu ni ting ti Vit Nam 2006; Sn phm dch v xut sc lnh vc ti chnh ngn hng 2006; Ngn hng tt nht Vit Nam 2005; Hun chng Lao ng hng 3 do Ch Tch Nc CHXHCN Vit Nam trao tng; Bng khen do Ch Tch y Ban Nhn Dn TP.HCM trao tng v gn y nht ACB t v tr s 1 trong top 10 ngn hng thng mi c hi lng nht do ngi tiu dng bnh chn thng qua kho st ca bo SGTT.

II. Thc trng quy trnh cung cp dch v e-banking ti ACB

1. Quy trnh cung cp dch v e banking ti ACB.
1.1. Internet banking Quy trnh cung cp dch v internet banking ti ACB c thc hin nh sau: Bc 1: Tip cn dch v Nhn vin ngn hng gii thiu dch v n khch hng hoc khch hng t tip cn dch v thng qua cc knh thng tin khc. Khch hng ng k ti khon s dng dch v internet banking bng cch gi bn ng k n ngn hng bng nhiu hnh thc: Np bn ng k trc tip ti cc im giao dch ca ngn hng, thng qua email, fax. Ngn hng cung cp cho khch hng tn truy cp v mt khu ban u. Bc 2: khch hng m ti khon ti ACB c cung cp m s truy nhp v mt khu (mt khu c th thay i sau khi khch hng ng nhp vo h thng dch v). Bc 3: Khch hng s dng my tnh c kt ni Internet truy cp vo trang web www.acb.com.vn Khch hng dng m s truy nhp ng nhp vo h thng. Bc 4: Khch hng thc hin cc yu cu truy xut thng tin. Quy trnh cung cp dch v Internet banking ca ACB khng khc nhiu so vi quy trnh cung cp dch v ti cc ngn hng khc trn th gii. Tuy nhin do vn v bo mt m ACB khng cung cp cc giao dch quan trng nh chuyn tin, thanh ton, 1.2. Home banking Quy trnh cung cp dch v home banking ti ACB Bc 1: tip cn dch v Home banking. Trang 20

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Bc 2: Khch hng ng k s dng dch v home banking vi ACB bng cch k hp ng s dng ti cc phng giao dch ca ACB. Bc 3: ng k ch k in t gip khch hng ng k ch k in t nu khch hng c yu cu.

Khch hng ng k ch k in t ti VASC. ACB s c nhn vin h tr k thut Khch hng khai bao ch k in t c vi ACB. Bc 4: Khch hng truy cp vo trang web https://homebanking.acb.com.vn. truy cp c vo trang web khch hng phi thit lp kt ni mng ring o (VPN) n h thng ca ngn hng. ACB c nhn vin h tr k thut gip khch hng thc hin qu trnh kt ni n h thng. Khch hng ng nhp vo h thng bng tn truy nhp v mt khu c cung cp. Bc 5: Khch hng tin hnh son cc lnh giao dch theo mu ca ACB. Nu i tng khch hng l c nhn th lnh giao dch c tin hnh sau khi khch hng s dng ch k in t k xc nhn. Nu khch hng l doanh nghip, ACB cung cp vic xc nhn giao dch qua 1 hoc 2 bc ty vo quy m ca doanh nghip. Lnh giao dch s c tc dng sau khi ngi c thm quyn k xc nhn. Trong qu trnh ny, ACB linh hot khi cung cp cho cc khch hng cc quy trnh xc thc thch hp. Bn cnh ACB s dng kt ni VPN cho truy cp home banking. Vic ny tng tnh bo mt ca h thng cng nh cho khch hng ca ACB. 1.3. Phone banking Quy trnh cung cp phone banking ca ACB cng ging nh quy trnh cung cp phone banking ti cc ngn hng trn th gii. Tuy nhin thng qua phone banking, khch hng khng th tin hnh cc giao dch m ch c th thc hin cc truy vn thng tin ti khon. 1.4. Mobile banking Dch v mobile banking ti ACB hot ng kh tt. Quy trnh cung cp dch v hon ton ging nh quy trnh c nu phn trn.

2. Thc trng
cc nc t bn pht trin, cc iu kin v vn, c s h tng rt pht trin, cc nc ny xy dng cho mnh h thng ngn hng hng hu, kinh nghim lu i, tim nng vn ln, c s h tng pht trin, h thng php lut cng hon chnh l mi trng thun li v n nh cho dch v ngn hng in t hot ng v pht trin. Vit Nam, nn kinh t ni chung cn pht trin cha cao, cha n nh. H thng php lut, chnh sch cn thiu ng b, cn nhiu iu bt hp l cn sa i, b sung. Trng H Ngoi Thng Trang 21

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Trong hon cnh ny, Ngn hng TMCP Chu cn phi c gng v n lc rt nhiu vn ln, pht trin thnh ngn hng hng u trong nc v trong khu vc. Bt u a e banking hot ng t nm 2000, lng khch hng s dng e-banking lc u khng nhiu, do thi gian vic s dng cc phng tin in t trong hot ng ngn hng vn cn l mi m. Nhng ch vi vic p dng dch v ny trong hot ng ngn hng cho thy tm nhn chin lc ca ACB v chng t mt s nng ng, thch ng cao vi thi cuc ca mt ngn hng TMCP Vit nam. Vic trin khai dch v e-banking ca ngn hng Chu c thng qua hng lot cc sn phm, dch v mi nh internet banking, home banking, mobile banking v phone banking mang li s thoi mi v tin ch cho khch hng. Hin nay s lng khch hng s dng dch v internet banking ngy cng tng. Nu nh trong nm 2004 s lng khch hng doanh nghip mi ch 600, s lng khch hng c nhn l 1200 th n nm 2007 lng khch hng l 1545vi khch hng doanh nghip v 2310 vi khch hng c nhn , trong gn 10.000 ti khon tham gia dchv internet banking Bng 8 : thc trng cung cp dch v internet banking trong 2 nm 2004 v 2007 ( ngun: bo co kt qu v dch v e banking ti ACB 2007)
Nm C nhn Doanh nghip 2004 1200 2007 2310

600

1545

S lng khch hng s dng dch v homebanking hin nay cha nhiu nm 2004 c 350 doanh nghip tham gia giao dch qua Homebanking, trong 150 doanh nghip l khch hng thng xuyn. Doanh s giao dch hng tun qua Homebanking khong t nm n su t ng. n nm 2007 s lng khch hng tng ln 680 khch hng, doanh s giao dch hng tun qua home banking l 15t ng Bng 9 : thc trng cung cp dch v home banking trong 2 nm 2004 v 2007 ( ngun: bo co kt qu v dch v e banking ti ACB 2007)
Nm Khch hng Doanh s giao dch( t ng) 2004 350 6 2007 680 15

Khch hng ca dch v phone banking v mobile banking phn ln c nhn. p dng c e banking mt cch tt nht, ACB thc hin lin kt vi nhiu ngn hng v t chc khc nh Vietcombank, Vietinbank, Techcombank v hu ht cc ngn hng khc, ACB cng lin kt vi cc hng bo him nh AIA, Fudential cng nh nhiu t chc ti chnh trong nc khc. Trng H Ngoi Thng Trang 22

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Trong tnh hnh cng ngh ca cc ngn hng thng mi Vit Nam pht trin cha ng u, th nhng bc tin ca ngn hng Chu trong vic trin khai tng bc dch v ngn hng in t qu l ng khch l. iu ny l ng lc gip cho ngn hng Chu t tin hn trong thi gian ti, cng i mi hn na v cng gt hi c nhiu thanh cng hn na. Sau 6 nm cung cp dch v e banking ta c th thy, ACB t c nhng kt qu nh sau S lng cc doanh nghip ang s dng dch v internet banking tng nhanh, trong 1545 doanh nghip s dng internet banking, 680 khch hng s dng homebanking nh Cng ty Medicare, Cng ty M&P quc t, Cng ty c Phn Vit Kim, Cng ty T.A.S, Cng Ty Mc Tch mc d con s ny cn kh nh so vi tng s khch hng ca ACB l hn 10.000 doanh nghip v 200.000 c nhn song y cng c th c nh gi l thnh cng. Mi ngy c hn nghn lt khch hng truy cp xem s d ti khon v chi tit giao dch. Tnh n thi im ny, ACB cha xy ra sai st g trong khu cung cp dch v e banking, cha c kin tng g. Ch nhng khch hng mi, cha s dng th mi lo lng n vn bo mt ca e banking cn tt c nhng khch hng ang s dng th ACB cha nhn c phn nh no. Nu trc y khch hng n vi ACB v cc dch v NH, ti chnh sau mi s dng e-banking th hin nay c nhng khch hng n vi ACB v homebanking, sau mi s dng cc dch v khc.

3. im mnh
Sau 6 nm a dch v e- banking vo hot ng, nhn chung quy trnh cung cp dch v e banking ti ACB c nhng im ni bt sau y: 3.1. Cng ngh Hin nay khng ch c ACB m rt nhiu ngn hng p dng thng mi in t vo dch v ca mnh, nhng vn t ra l phi la chn loi cng ngh c th phc v khch hng tt nht. ACB nghin cu rt k cc quy trnh cung cp dch v e banking cng nh kh nng v mi trng lm vic ca mnh chn ra mt quy trnh ph hp. Chnh iu ny l yu t quyt nh dn n s thnh cng ca ACB. ACB ang s dng mt cng ngh m bo an ton bo mt cho cc giao dch in t ny l ch k in t. Ch k in t do Nh cung cp chng thc s (Certification authorities - CA) l Cng ty VASC cung cp. Cng ngh ch k in t m VASC cung cp da trn thut ton m ha kha cng khai RSA. Hin ti thut ton m ha ny c tnh an ton cao, cha c thut ton no ph v Trng H Ngoi Thng Trang 23

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tnh bo mt ca thut ton RSA. Ngay c vic s dng cc siu my tnh th thi gian ph m ln n hng chc nm, y l khong thi gian khng th chp nhn c i vi vic ph m. Nh cung cp CA s c trch nhim m bo ba vn c bn: Chng thc nguyn gc d liu, chng xem trm, v ton vn d liu. Th mnh ca ACB l ng dng cc gii php c tiu chun ha v hp l. V vy, thi gian trin khai dch v cho cc khch hng nhanh chng, khch hng c trnh IT trung bnh cng c th ci t chng trnh. Hin nay ACB c dch v chm sc khch hng kh tt, chng hn gip khch hng son tho lnh offline tit kim chi ph ng truyn v gim thi gian thc hin. 3.2. Nhn lc: Tng s nhn vin ca ACB l 4600 trong cn b c trnh i hc v trn i hc chim 93%, thng xuyn c o to chuyn mn nghip v ti trung tm o to ring ca ACB.y chnh l mt li th ca ACB trong qu trnh cung cp dch v e banking. Vi i ng nhn vin c trnh cng nh lun c o to nn vic ng dng v s dng cc cng c ca e banking tr nn d dng hn. Thm vo , ACB lun quan tm nng cao phong cch phc v ca nhn vin giao dch vi khch hng. Vi i ng nhn vin nim n, nhit tnh ACB d dng thu ht khch hng n vi cc dch v ca mnh, in hnh l s lng khch hng tham gia vo e banking ngy cng tng. ACB l ngn hng ng s mt trong top 10 ngn hng c yu thch nht nm 2007, do ngi tiu dng bnh chn. 3.3. Chi ph lp t thu ht khch hng tham gia vo dch v ngn hng in t, ACB min ph cho khch hng ch k in t v phn mm k tn do Cng ty Phn mm v Truyn thng VASC cung cp. VASC l nh cung cp chnh thc CA (certificate authority) ti Vit Nam ng thi min ph chi ph lp t ng k dch v e banking.

4. Mt s tn ti
Trong thi gian qua, ngn hng ACB c nhng bc trin khai tch cc dch v ngn hng in v cng thu c nhng thnh tch ng k. Khch hng ngy cng c lng tin vo mt phng thc kinh doanh mi v sn sng tham gia vo h thng mt cc tch cc. iu ny s gip cho Ngn hng Chu s tng bc hi nhp c vi ngn hng th gii v mi mt. Tuy nhin, vic trin khai loi hnh dch v mi ny cng cn tn ti nhiu hn ch m ACB cn phi xem xt k lng c nhng gii php kp thi hon thin h thng lm cho hiu qu kinh doanh t kt qu cao hn.Thc trng ca quy trnh cung cp dch vu e-banking tp trung vo cc vn sau: Marketing dch v. Vn cng ngh. Trng H Ngoi Thng Trang 24

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Khi tung ra bt c mt loi sn phm no, th marketing l mt vn rt quan trng. Nh c marketing m khch hng mi bit n sn phm v dch v ca mnh. i vi dch v e-banking, ACB thc hin cc dch v qung co v marketing a dng nh qung co trn truyn hnh, qung co trn internet, trn cc trang bo in t c nhiu ngi c hay trn cc trang bo bnh thng, pht t ri. Ti cc chi nhnh, ACB cng pht ng chin dch qung co rm r v d bng rn bin qung co, cc hnh thc khuyn mi. . Khng t ngi bit n e-banking qua s khuyn khch s dng ca bn b v cc thnh vin trong gia nh. Theo iu tra gn y ca ACB, lng khch hng n vi e- banking thng qua qung co trn internet chim 39%, thng qua truyn hnh chim 17% thng qua ngi thn chim 10%, thng qua bo ch v t ri chim 34%. Tuy nhin ch l thi gian ban u cn hin nay khu qung co v marketing cho sn phm ny ca ACB dng nh b qun lng. Cc qung co v dch v homebanking hay internet banking ch cn thy khi truy cp vo mc e banking trong trang web ca ACB, hay n cc chi nhnh s nhn c nhng t qung co. Thm vo , th trng cho dch v e banking li tp trung ch yu pha Nam v b qun th trng pha Bc y tim nng. Khch hng s dng home banking ca ACB ch yu l cc doanh nghip pha nam v d nh Cng ty Medicare, Cng ty M&P quc t, Cng ty c Phn Vit Kim, Cng ty T.A.S cn pha bc ch mt vi doanh nghip mi bt u s dng cn c nhn th hu nh rt t. Ta c th thy mt dch v em li nhiu li ch nh vy m li khng c a chung s dng nguyn nhn l do ngi dng cn e ngi v tnh an ton bo mt. Nguyn nhn su xa chnh l do khu marketing qung co cho sn phm ny ca ACB cn cha thc hin tt. 4.2. Vn cng ngh Cng ngh ng vai tr quan trng trong qu trnh trin khai dch v e-banking. Vic la chn s dng v u t cng ngh ph hp em li cho cc ngn hng nhiu li ch v trnh lng ph. Tuy nhin thc trng ng dng cng ngh trong ACB cn nhiu bt cp. a. Khng ng b gia cc ngn hng Vic p dng cng ngh thng tin v truyn thng vo tng ngn hng l khc nhau, cc ngn hng s dng cc h thng cung cp dch v ngn hng in t khc nhau. Do xy ra hin tng thiu ng b gia cc ngn hng, iu ny gy ra kh khn trong vic thc hin cc giao dch lin ngn hng. Hin nay cc ngn hng kt hp vi nhau khc phc vn Trng H Ngoi Thng Trang 25

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ny tuy nhin vn cha trit , vn cn nhiu vn cn phi khc phc trong vic thanh ton trc tuyn lin ngn hng. b. ng truyn d liu Nn tng ca dch v ngn hng in t l ng truyn Internet, khch hng cn phi kt ni Internet c th s dng. Tuy nhin ng truyn Internet khng phi lc no cng hot ng tt. Khi truy cp s dng dch v ngn hng in t thng qua mng Internet, ngi s dng nhiu khi gp phi cc vn v kt ni. Khch hng c th khng truy cp c vo trang ch ca ngn hng hoc phi ch rt lu. C th l i khi khch hng khng truy cp vo c trang web https://homebanking.acb.com.vn s dng dch v home banking. iu ny nh hng rt ln ti vic cung cp dch v v nhiu khch hng khng truy cp c vo trang web m b qua khng s dng dch v c nhiu li ch. Ngoi ra vic ny cn gy ra s kh chu, khng hi lng v dch v i vi nhng khch hng ang s dng dch v, c th dn n vic ng ti khon. c. Mobile banking Th trng di ng hin nay ang rt si ni, trc y vi nm, in thoi di ng cn l mt vt dng kh xa l v xa x i vi ngi dn. Vi nm tr li y di ng tr ln ph bin. Vi c im l nn dn s tr, s ngi s dng di ng Vit Nam tng vt. y l mt th trng y tim nng cho dch v mobile banking. Ti ACB dch v mobile banking c a vo s dng tuy nhin cha c pht trin mnh, s lng khch hng s dng dch v ny cn hn ch v a phn l cc c nhn. ACB mi ch p dng dch v SMS banking ch cha trin khai c dch v mobile banking thng qua WAP. Hin nay trn th gii WAP l loi hnh hin i v c s dng nhiu hn so vi SMS banking. 4.3. Nhn lc Vn v con ngi lun l mt bi ton kh t ra i vi mi lnh vc ca Vit Nam, c bit l con ngi trong lnh vc cng ngh thng tin. trin khai thnh cng dch v ngn hng in t, cc ngn hng cn phi c ngun nhn lc cht lng cao c th p ng c yu cu ca cng vic. Hin nay ti cc ngn hng ca Vit Nam cng nh ti ACB, ngun nhn lc cht lng cao ang rt thiu. Hin nay ACB s lng nhn vin nh sau: tng s nhn vin l 4600 trong khi s lng nhn vin lm trong lnh vc ngn hng in t l 50 (Trong 11 ngi c trnh trn i hc v 39 ngi c trnh i hc). i ng nhn lc ny khng phi l qu t nhng cn tn ti mt s nhc im sau: Ngun nhn lc c chuyn mn v nghip v ngn hng th thiu kh nng v cng ngh thng tin v truyn thng. i ng ny a phn l cc c nhn kinh t v ngn hng, khng c o to nhiu v cng ngh thng tin. Khi tham gia vo lnh vc ngn hng in t h ch c th p ng chuyn mn v ngn hng. Trng H Ngoi Thng Trang 26

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Ngun nhn lc c chuyn mn v cng ngh th li thiu k nng v nghip v ngn hng. y ch yu l i ng nhn lc cng ngh thng tin t cc trng H Bch khoa, H Cng ngh. H c o to v cng ngh nhng li khng c o to v nghip v ngn hng. Khi tham gia vo lnh vc e-banking, h khng nm bt c cc quy trnh nghip v, cn c o to v chuyn mn ngn hng. 4.4. Kh nng lin kt Theo nguyn tc, e banking c th gip khch hng thanh ton cc ha n cc ph in, nc, in thoi, internet,... thng qua ngn hng nhanh chng, tin li. Tuy nhin ch l mt l thuyt. Trn thc t, vi c s h tng v cng ngh thng tin ca ACB nh hin nay th kh nng lin kt gia cc t chc v cc n v trn thc hin thanh ton cho khch hng vn l mt thch thc ln. 4.5. Nng cao cht lng dch v Thm vo ,cht lng dch v ca e banking cn cha tho mn khch hng nhng cp cao hn nh vic gi tin mt vo ti khon, vic ng k s dng dch v cn phi ti trc tip giao dch ti chi nhnh ngn hng, hoc cc dch v ngn hng in t cht lng cao hn cn cha c pht trin nh dch v qun l qu u t, dch v a c, cho thu ti chnh

5. C hi
Trong thi gian qua, ACB ang dn dn khc phc nhng kh khn, tn ti vic pht trin e-banking ngy cng c thun li. C th thy trong tng lai, dch v s c mt mi trng tng i thun li pht huy cc tin ch ca mnh. Trc tin, chng ta thy r, hin nay, cng ngh thng tin ang c pht trin v ng dng rng ri Vit Nam. y thc s l mt c hi tt cho vic pht trin dch v ngn hng in t Vit Nam ni chung v ACB ni ring bi v s ra i v pht trin ca e-banking gn lin vi nhng ng dng cng ngh thng tin trong ngnh ngn hng. Theo thng k gn y s lng ngi s dng Internet ti Vit Nam tng ln 22 triu ngi, chim 26% tng dn s. y chnh l iu rt thun li cho ACB trong vic trin khai dch v e banking. Th hai, khi mc sng ca ngi dn ngy cng nng cao ko theo vic s dng cc ng dng ca cng ngh thng tin khng cn qu l lm. S lng ngi s dng internet cng nh in thoi di ng tng vt. y l th trng tim nng cho ACB trong vic cung cp dch v mobile banking v phone banking. Th ba, n nay hnh lang php l thc hin cc giao dch in t ngy cng r rng v y , lut giao dch in t c ban hnh l ng lc ln thc y ACB mnh dn u t cng ngh m bo theo quy nh ca php lut, c quan Trng H Ngoi Thng Trang 27

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ch qun v p dng cc k thut theo thng l ca NH trn th gii. s pht trin giao dch in t khng ch trong ngnh ngn hng. Th t, Vit Nam c mi trng kinh t- x hi n nh, tc tng trng mc tng i cao so vi trong khu vc v trn th gii, i sng nhn dn ang tng bc c ci thin r rt. Mi trng x hi v chnh tr ca Vit Nam rt n nh, to iu kin cho mi ngnh kinh t ca t nc pht trin mnh m. Trong thi gian qua, Vit Nam lun c th gii nh gi l quc gia c mi trng n nh nht v l im u t an ton nht trong khu vc cng nh trn th gii. y thc s l mi trng thun li kch thch s pht trin ca e banking. Qua nhng phn tch trn y, c th nhn thy, trong tng lai dch v ngn hng in t c mt mi trng tng i thun li pht trin v m rng trong ton b h thng cc ngn hng thng mi Vit Nam. Cc ngn hng cn phi nm bt c nhng thun li ny, pht huy ht nhng u im ca mnh ng dng cng ngh thng tin vo hot ng ca ngn hng m c th l pht trin dch v ngn hng in t mt cch c hiu qu nht.

6. Thch thc
Bn cnh nhng thun li, trong thi gian ti Ngn hng ACB cng gp phi hng lot nhng thch thc, nhng i hi cn phi c p ng trong qu trnh trin khai dch v ngn hng in t. Th nht l vn cnh tranh : pht trin dch v ngn hng in t l xu hng tt yu ca cc ngn hng thng mi Vit Nam trong qu trnh hi nhp v pht trin. Chnh v vy, vic trin khai loi hnh dch v ny cc ngn hng thng mi Vit Nam din ra ph bin hn. Hin nay rt nhiu ngn hng u t vn v cng ngh c th a ra mt dch v e banking ca mnh nhm tng sc cnh tranh so vi cc ngn hng khc nh Vietcombank, Techcombank, Vietinbank, BIDV, ngn hng ng c bit l c s gp mt ca cc ngn hng 100% vn nc ngoi nh HSBC, Citibank, ANZ. Do giao dch in t chc chn s c u t mnh hn trong thi gian ti. ng vng v pht trin c, ACB phi ui kp cng ngh em li s phc v tt nht cho khch hng. Tuy nhin, vn ny gn lin vi yu cu v vn, h tng c s cng ngh; h tng v tin t; h tng c s nhn lc; bo mt, an ton; bo v s hu tr tu; bo v ngi tiu dng; mi trng kinh t php l y chnh l thch thc ln nht trong lnh vc e banking i vi ACB. Th hai chnh l vn v cng ngh: Kh nng s dng cng ngh thng tin ca nhiu ch doanh nghip yu km kin h khng mn m vi loi hnh dch v ngn hng in t. Khi nim chng thc s v ch k s cn tng i mi i vi Trng H Ngoi Thng Trang 28

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ngi s dng ti Vit Nam. hiu c vai tr ca n trong giao dch in t, ngi dng i hi phi c mt kin thc nht nh v cng ngh thng tin (m ha bt i xng, public key, private key). V vy mt phn khch hng vn cha hng ng dch v ny v khng tin vo chng thc s v ch k s. Hn na, b phn thc hin giao dch vi ngn hng ti cc doanh nghip l b phn k ton m cch thc s dng ch k "ti" n su v kh c th thay i quan im. Vn t ra y l lm th no c th thay i c nhng quan im n sau, ly c lng tin t khch hng v thu ht khch hng s dng dch v. Tuy nhin cng vic ny khng h n gin v i hi mt rt nhiu thi gian. Th ba l vn ngun nhn lc phc v cho dch v ny bao gm: trnh hiu bit ca cn b ngn hng v nhng ng dng cng ngh thng tin vo hot ng ca ngn hng, s lng v cht lng ca cc chuyn gia cng ngh thng tin. i vi cn b ngn hng, nhng hiu bit ca h v dch v ngn hng in t cn hn ch, kin thc v cc phng tin in t ni chung v internet ni ring nhiu khi cha c ph cp nn gy nhiu kh khn trong qu trnh trin khai loi hnh dch v ny. Cn i vi cc chuyn gia v cng ngh thng tin, chng ta khng nhng cn thiu v s lng m c nng lc chuyn mn cng l bi ton kh cn gii quyt. Th t l vn lin kt : thc hin cc giao dch thanh ton tin in thoi, tin taxi, tin in, nc, mua xng du bng th,... i hi ACB phi hp tc cht ch hn vi cc nh cung cp dch v. Trong iu kin c s h tng ca nc ta cn pht trin cha cao, c bit l nhng n v cung cp in, nc th c s h tng v cng ngh li cng yu km. lin kt v thc hin cc giao dch thanh ton mt cch tri chy i hi ACB cng nh cc i tc trn phi c gng v n lc nhiu. Th nm, qun tr v phng nga ri ro cng l mt vn t ra trong hot ng ca ngn hng in t. Gn lin vi qu trnh pht trin cc hot ng ca ngn hng in t l qu trnh i mi phng php qun l, qun tr ngn hng, h thng b my t chc v c cu hot ng, h thng qun tr ri ro, kim sot v cc bin php phng nga Qua vic phn tch nhng c hi v thch thc i vi dch v ngn hng in t ca ACB trong tng lai, ta thy rng, ACB s phi ng u vi nhiu thch thc, kh khn khi trin khai loi hnh dch v ny, ng thi cng c nhiu iu kin thun li to iu kin cho dch v e banking pht trin. V vy, ACB phi bit khc phc nhng kh khn, thch Trng H Ngoi Thng Trang 29

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thc, tn dng cc iu kin thun li, pht huy nhng th mnh ca ngn hng mnh, ch c vy, cc ngn hng mi thnh cng trong qu trnh pht trin dch v e-banking,

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Chng 3 : Nguyn nhn v gii php

I. Nguyn nhn
c th a ra cc gii php nhm khc phc nhng im yu trong vic cung cp dch v e banking ca ngn hng ACB, ti xin i vo phn tch nhng nguyn nhn dn n nhng tn ti ny :

1. Vn v marketing.
Trong thi gian qua, hot ng marketing cho dch v e banking ca ACB cha thc s c ch trng ng mc. nguyn nhn chnh dn n hin tng ny l v: Trc ht, ACB cha thc s quan tm ng mc n tc hot ng marketing cho dch v e- banking m mi ch ch trng vo lc ban u. ACB cng cha c cng tc o to i ng cn b nghip v chuyn su v Marketing cng nh cha p dng c nhng phng php marketing khoa hc nh nghin cu th trng c th v p dng phng php marketing mix. Chnh iu ny lm cho ni dung Marketing ca mt s Chi nhnh ACB ngho nn, km tnh hp dn, khng c tnh chuyn nghip, cha thc s mang tnh hin i v hi nhp Thm vo , chi ph cho hot ng marketing chuyn nghip l khng h nh. Chi ph ca cc NHTM cho hot ng Marketing phi nm trong gii hn chi ph tip th do B Ti chnh quy nh. Thc t t l ny l qu thp so vi thng l quc t. Chnh v vy, chi ph u t cho hot ng marketing ca ACB vn cha thc s y . Mt thc trng tn ti l s chng cho, trng lp trong hot ng Marketing gia Hi s chnh vi cc chi nhnh ca ACB vi nhau. Nguyn nhn l do ACB cha c mt chin lc marketing r rng c th. S chng cho ny i khi khng nhng lm gim ng k hiu qu ca cc hot ng Marketing ngn hng m cn c s phn tc dng khng mong mun.

2. Vn v nhn lc
Mc d, hiu c tm quan trng ca vn o to ngun nhn lc v cng c nhng chnh sch trong vic o nng cao trnh nhn vin. Tuy nhin, do vit nam nghip v ny vn cn kh mi ng thingn hng Chu vn cha ch trng n khu o nng cao kh nng v cng ngh cho nhng nhn vin ngn hng nhm nng cao cht lng ca dch v e banking nn mi xy ra thc trng nhn vin nhn hng th kh kh khn trong vic x l nhng vn v cng ngh.

3. Vn v ng nhp vo h thng.
Nguyn nhn khin cho vic truy cp vo trang web ca ngn hng gp trc trc l s qu ti ca h thng trong gi cao im. Trong gi cao im, s lng ngi s dng dch Trng H Ngoi Thng Trang 31

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v tng vt, c thi im ln n 6000 giao dch cng lc. Vi s lng giao dch ln nh th ny th vic h thng b qu ti l khng th trnh khi. Mc d theo l thuyt th h thng ca ACB c th chu c 10.000 giao dch cng mt lc. Tuy nhin kh nng phc v mt s lng ln giao dch cng mt lc trn thc t ca h thng khng th t c 100% nh trn l thuyt.

4. Mobile banking
Trong mt vi nm tr li y cng ngh di ng ti Vit Nam pht trin rm r, cng vi l s tng nhanh v s lng ngi s dng di ng: tng 200% so vi nm 2007. y l mt th trng rng ln cho dch v mobile banking pht trin. Tuy nhin ti ACB dch v ny cha thc s pht trin nh mong i. Nguyn nhn l do ACB mi ch a vo dch v SMS banking m cha c dch v mobile banking thng qua WAP. Dch v mobile banking thng qua WAP l dch v rt tin li cho khch hng. Bn cnh nn cng ngh di ng ca Vit Nam mi pht trin, cn nhiu hn ch, y l mt tr ngi ln cho vic pht trin dch v mobile banking ca ACB. Trong khi th gii p dng cng ngh 3G vi ng truyn ln n 2Mb/s th ti Vit Nam, ng truyn d liu trn mng di ng vn l GPRS vi tc l 80kb/s. Vi tc truyn d liu nh vy th tht kh s dng di ng cho vic giao dch in t.

5. Vn lin kt
Nu nh vic lin kt gia ACB v cc ngn hng khc khng qu kh khn v em li nhiu li ch th vic lin kt gia ACB vi cc n v khc nh cc n v cung cp in, nc, in thoi pht huy c hiu qu ca dch v e banking m c th l home banking th li gp nhiu kh khn. Nguyn nhn l do c s h tng cng ngh thng tin ca cc n v cn rt thp. thm vo , tm l s dng cng ngh thng tin trong lm vic cha ph bin vi mt s lng ln nhng ngi trong ngnh in nc.

6. Cung cp dch v cao

Vic cha tho mn khch hng nhng cp cao hn nh vic gi tin mt vo ti khon, vic ng k s dng dch v l do ACB cha u t c nhng cng ngh hin i nh trn th gii. nguyn nhn su xa l do lng vn ca ngn hng vit nam m c th l ACB so vi th gii cn qu t. v vy, u t vo cng ngh cao vn l mt thch thc ln

II. Gii php

Ngn hng in t l mt bc pht trin khng mi nhng tt yu cho tt c cc ngn hng thng mi trong xu th hi nhp ton cu. Do vy, i tt, n u v ng dng hiu qu dch v ngn hng in t, ACB nn thchin ng b cc gii php sau:

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1. Marketing
Trn c s hc hi nhng kinh nghim t cc ngn hng hin i trn th gii, ACB nn tin hnh hon thin, iu chnh ph hp vi hot ng Marketing ca ngn hng mnh, vi tnh hnh thc t ca nn kinh t t nc. ACB cn m rng v nng cao cng tc o to chuyn vin v Marketing ngn hng. Bng cch ACB c th t chc cc bui hi tho, trao i kinh nghim trong ni b ngn hng, mi cc chuyn gia Marketing gii v ging dy, c cc b c kinh nghim v Marketing theo hc nhng kha o to chuyn ngnh Marketing ngn hng nc ngoi. Ngoi ra t vic xc nh r vai tr ca hot ng Marketing i vi hiu qu hot ng kinh doanh ca ngn hng, ACB cn ch ng trong vic chi cho hot ng Marketing, trnh tnh trng trng lp hay chng cho gia cc chi nhnh ca mnh.

2. Vn nhn lc
i ng nhn lc c bit l cc nhn vin ngn hng tng kh nng trong giao dch in t, ACB cn c chnh sch o to nng cao trnh ca nhn vin mt cch c th. Thm vo , ACB cng cn c chnh sch i ng nhng nhn vin gii c nng lc mt cch tha ng trnh c th gi h lm vic vi vi mnh.

3. Vn v ng nhp vo h thng
Vn ng nhp vo h thng i khi gy ra tr ngi cho khch hng khi s dng dch v ngn hng in t. tng cng kh nng phc v, ACB cn phi khc phc trit vn ny. Nguyn nhn ca vn ny l do h thng lm vic qu ti, khc phc vn ny, ACB cn tin hnh nng cp h thng hp l. ACB c th a thm server vo hot ng c th thc hin mt s lng ln cc giao dch trong cng mt thi im. Bn cnh ACB cn nghin cu, nng cp phn mm h thng c th nng cao kh nng phc v nhiu hn. y l cc gii php v cng ngh, ngoi ra cc nhn vin ph trch k thut cn phi tng cng gim st h thng, m bo h thng lun c hot ng tt.

4. Mobile banking
thc y s pht trin ca dch v mobile banking, ACB nn c cc hnh thc marketing v dch v, gii thiu tnh nng, li ch n cho khch hng, thu ht khch hng s dng dch v v c s hng dn c th cho loi hnh dch v ny. Bn cnh , ti Vit Nam hin nay, b bu chnh vin thng ang tin hnh chun b trin khai th im dch v 3G, tin ti a dch v di ng 3G vo hot ng. Do ACB nn nm bt th trng sm. y l th trng y tim nng cho loi hnh dch v mobile banking. pht trin dch v ny, ACB cn nghin cu v tm hiu cc h thng ca cc ngn hng trn th gii ang p dng, la chn ra c mt h thng thch hp vi c s h Trng H Ngoi Thng Trang 33

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tng sn c. Ngoi ra cn phi u t vo nng cp cng ngh, a cc cng ngh mi vo s dng nhm tng tnh bo mt, cht lng dch v.

5. Kh nng lin kt
khc phc nhng kh khn trong vic lin kt vi cc n v khc trong vic cung cp cc dch v thanh ton ha n thng qua dch v ngn hng in t, ACB khng th thc hin ngay trong mt thi gian ngn. Vic ny cn ph thuc nhiu vo c s h tng ca cc i tc. Do ACB cn la chn cc i tc c c s h tng v cng ngh thng tin tng i tt, c th p ng c yu cu ca cng vic nh l cc n v cung cp dch v in thoi: viettel, vinaphone, mobifone, Vic lin kt ny s to iu kin thc y s pht trin ca c 2 pha

6. Kh nng cung cp dch v cao hn

c th cung cp c nhng dch v cao hn, p ng nhu cu a dng v kht khe ca khch hng, ACB khng cn cch no khc l phi u t hn na vo cng ngh. Ch bng cch ny, ACB mi cung cp cho khch hng ca mnh nhng dch v cht lng cao, tng sc cnh tranh v thu ht hn na khch hng vo dch v e banking.

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Kt lun
Xc tin ngn hng in t l xu th chung ca th gii trn con ng pht trin nn kinh t tri thc v hng n x hi thng tin. Chp nhn ngn hng in t l mt s t nguyn c tnh cam kt, da trn s hiu bit vi mt quyt tm cao hi nhp v pht trin vi th gii v khu vc trc bi cnh ton cu ho v t do ho thng mi ang din ra cc k si ng. Trong s nghip cng nghip ho, hin i ho t nc th vic hi nhp mang theo c thi c v thch thc, nhng thch thc ln nht s l khng tham gia g c. Ngn hng in t thc cht l nhng hot ng kinh t mi, v cng nng ng, s dng nhng cng c hin i nht thu thp, x l v chuyn ti nhng khi lng ln thng tin khng l a ra cc quyt nh nhanh chng v chnh xc. Nu khng tham gia cc hot ng ny nguy c tt hu v l thuc vo nc ngoi s tng ln. Ngn hng Chu, ngn hng in t mi ang trong giai on u ca s pht trin. Trc mt cn rt nhiu kh khn, thch thc cn phi vt qua, song vic pht trin loi hnh dch v mi m ny l hng i ng n, l mt xu th tt yu i vi cc ngn hng thng mi Vit Nam ni chung v ACB ni ring. Khng nhng n gp phn y mnh s nghip cng nghip ho, hin i ho ngnh ngn hng Vit Nam m cn gip Vit Nam hi nhp vng chc vo nn kinh t khu vc v th gii. Chnh v vy, ngay t by gi, Ngn hng Chu phi xem xt ra chin lc v l trnh thch hp trin khai thnh cng dch v e-banking Vit Nam. C nh vy, ACB mi tng c sc cnh tranh vi cc ngn hng nc ngoi trong iu kin Vit Nam hi nhp quc t v khu vc. Mc d rt c gng nhng do ti cn kh mi v kh nn chc chn khng th trnh c nhng thiu st. Em rt mong nhn c kin ng gp ca thy c gio v bn c em c th hon thin ti ny hn. Em xin chn thnh cm n.

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.Ti liu tham kho

1. Mt s ti liu ni b: Lch s ngn hng c phn thng mi Chu. Bo co thng nin ca ngn hng ACB nm 2007 Hng dn quy trnh nghip v ca dch v e banking : internet banking, home banking, mobile banking, phone banking Bo co kt qu dch v e banking ti ACB nm 2007. Vi nt v s pht trin ngn hng in t trn th gii, Tp ch Ngn hng, 5.2004 Tp ch Tin hc ngn hng Ngy 24/06/2005 http://www.acb.com.vn/ www.techcombank.com.vn www.vietcombank.com.vn www.bidv.com.vn www.dongabank.com.vn https://vasc-ca.vasc.com.vn 3. Cc trang web 2. Bo v tp ch

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