Developing the electronic banking services at joint stock commercial bank for foreign trade of Viet Nam - Tan Dinh branch, 2022

MINISTRY OF EDUCATION AND TRAINING THE STATE BANK OF VIETNAM

HO CHI MINH UNIVERSITY OF BANKING

***********************

NGUYEN THI CAM PHUONG

DEVELOPING THE ELECTRONIC BANKING

SERVICES AT JOINT STOCK COMMERCIAL BANK FOR

FOREIGN TRADE OF VIETNAM - TAN DINH BRANCH

GRADUATE THESIS

MAJOR: BANKING AND FINANCE

CODE: 7340201

HO CHI MINH CITY, 2022

MINISTRY OF EDUCATION AND TRAINING THE STATE BANK OF VIETNAM

HO CHI MINH UNIVERSITY OF BANKING

***********************

NGUYEN THI CAM PHUONG

DEVELOPING THE ELECTRONIC BANKING

SERVICES AT JOINT STOCK COMMERCIAL BANK FOR

FOREIGN TRADE OF VIETNAM - TAN DINH BRANCH

GRADUATE THESIS

MAJOR: BANKING AND FINANCE

CODE: 7340201

SUPERVISOR

Assoc. Prof. Dr. HOANG THI THANH HANG

HO CHI MINH CITY, 2022

i

EXECUTIVE SUMMARY

Today, information technology plays a very important role in the development

of industries in the economy. As the economy develops, people's living and awareness

levels are higher, and the demand for information technology is more powerful and

diverse. However, what is important is how new technologies can promote the highest

efficiency in their application.

Banking is one of the fastest and most thorough applications of information

technology. The strong development of the information technology industry has made

great changes in the field of traditional banking technology. The introduction of e￾commerce products and services into banks will diversify traditional banking products

and services, opening up new opportunities and new competitiveness.

The development of electronic banking services is always invested by

commercial banks, digital technologies, new technologies, high technologies,

information and telecommunications infrastructure in products, to improve the quality

of customers, raise the efficiency, and sustainable development of each bank.

In Viet Nam, banking services still have many different waunderstoodanding,

the regulations on banking services are still plentiful, however, banking services are

widely interpreted as the entire banking operations provided by commercial banks to

the economy called banking services.

The development of e-banking services is an inevitable trend in the context of

international economic integration. It' s not since the covid - 19 pandemic occurs, the

new number of development payments developed from a long time, in many countries

around the world, the absence of cash has become a strong payment trend.

ii

DECLARATION

I hereby declare that this is my own research work, the research results presented in the

thesis are honest and objective. The sources of information cited in this thesis are

clearly indicated. I am responsible for my thesis.

Signature

Nguyen Thi Cam Phuong

iii

ACKNOWLEDGE

Firsthand and foremost, I am really grateful and would like to send my sincerest and

special thanks to my supervisor, Ms. Hoang Thi Thanh Hang for helping me to finish

this challenging thesis. In spite of my defects throughout the process of performing the

thesis, she always showed her carings and enthusiasm to support me to overcome.

Without her conscientious guidance and support, this thesis cannot be successfully

accomplished.

Next, I would like to express my deepest gratitude to the teachers who are teaching at

Banking University of Ho Chi Minh City, who have spread the fire, passion and

knowledge about economics from the most basic subjects, helping me to have a

background in finance - banking.

Finally, I would like to thank you to my family, friends, and colleagues who have

always encouraged and helped me in the process of studying and researching the topic.

Although I have tried a lot, the thesis is not free of shortcomings. I really hope to

receive the sympathy, guidance, help, and support of my colleagues.

iv

TABLE OF CONTENTS

EXECUTIVE SUMMARY.............................................................................................i

DECLARATION............................................................................................................ii

ACKNOWLEDGE....................................................................................................... iii

LIST OF ACRONNYMS.............................................................................................vii

LIST OF TABLES ..................................................................................................... viii

LIST OF FIGURES ......................................................................................................ix

INTRODUCTION..........................................................................................................1

1. The Importance Of Research Topic ..........................................................................1

2. Research Objectives ..................................................................................................2

2.1 General objective................................................................................................2

2.2 Specific objective ...............................................................................................2

3. Research Questions ...................................................................................................3

4. Research Subjects and Scope ....................................................................................3

4.1 Research subjects................................................................................................3

4.2 Research scope ...................................................................................................3

5. Research methods......................................................................................................3

6. Contribution of the topic ...........................................................................................4

7. Review of related research ..........................................................................................4

7.1. Review of domestic research .................................................................................5

7.2. Review of foreign research....................................................................................6

CHAPTER 1: OVERVIEW OF ELECTRONIC BANKING SERVICES

DEVELOPMENT ..........................................................................................................9

1.1 Overview of electronic banking services................................................................9

1.1.1 The concept of electronic banking ...................................................................9

1.1.2 Development stages of electronic banking.....................................................11

1.2 Criteria to measure the development of electronic banking services...................13

v

1.2.1 The increase in the number of customers using e-banking services..............13

1.2.2 Proportion of e-banking services used by customers.....................................14

1.2.3 The increase in revenue from e-banking products and services ....................14

1.3 Experience in developing of electronic banking services at commercial banks ..15

1.3.1 Military Commercial Joint Stock Bank..........................................................15

1.3.2 Asia Commercial Join Stock Bank.................................................................16

1.3.3 Tien Phong Commercial Joint Stock Bank ....................................................18

1.3.4 Lessons for Joint Stock Commercial Bank for Foreign Trade of Vietnam -

Tan Dinh Branch .....................................................................................................19

SUMMARY OF CHAPTER 1 ....................................................................................22

CHAPTER 2: THE SITUATION OF DEVELOPMENT OF ELECTRONIC

BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR

FOREIGN TRADE OF VIETNAM – TAN DINH BRANCH.................................23

2.1 Overview of Joint Stock Commercial Bank for Foreign Trade of Vietnam – Tan

Dinh branch.................................................................................................................23

2.1.1 Introduction to the history of establishment and development of Joint Stock

Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch....................23

2.1.2 The organizational structure of Joint Stock Commercial Bank for Foreign

Trade of Vietnam – Tan Dinh branch .....................................................................24

2.1.3 Overview of the business performance of Joint Stock Commercial Bank for

Foreign Trade of Vietnam – Tan Dinh branch in the period 2017 - 2021 ..............27

2.1.3.1. Product ....................................................................................................27

2.1.3.2. Business Situation of VCB Tan Dinh Branch ........................................33

2.2 Analyzing the situation of developing e-banking services at Joint Stock

Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch .......................34

2.2.1 Number of customers using electronic banking services...............................34

2.2.2 Proportion of using products of e-banking services.......................................37

2.2.3 Revenue from transactions of e-banking services..........................................38

2.3 Evaluation of the current situation of developing e-banking services at Joint

Stock Commercial Bank for Foreign Trade of Vietnam – Tan Dinh branch .............40

2.3.1 Achievements.................................................................................................40