Study and analysis of atm card(connection card for student )

ACADEMY OF FINANCE UNIVERSITY OF TOULON WORK PLACEMENT REPORT Subject: Study and analysis of ATM card Connection card for Student Student: LE THI LAN PHUONG Degree: Licence in Banki

ACADEMY OF FINANCE UNIVERSITY OF TOULON

WORK PLACEMENT REPORT

Subject: Study and analysis of ATM card

( Connection card for Student )

Student: LE THI LAN PHUONG

Degree: Licence in Banking and Insurance

Company/Bank representative: Ms Ngo Ha Hong Hue

Year 2013-2014

ACKNOWLEDGEMENT

First, I would like to deeply thank all of lecturers and tutors from University ofSouth Toulon-Var and Academy of Finance in Vietnam for providing me anopportunity to do my work placement on “ Study and analysis the ATM card-Connection card for student Second, I wish to express my sincere gratitude to mysupervisors – Mr Le Quan, Mr Ho Nhu Hai, Mrs Marie José Cambreling and Mrs.Mai Thanh Lan for their guidance and encouragement in carrying out this project,

as well as teaching me theoretical knowledge, skills in programming, problemsolving, and so on

I sincerely thank to all staff of the Agribank Hanoi branch, especially Ms.Ha forproviding the best condition for me to have deployment and implementation ofwork placement and to get lots of valuable experience thanks to the guidance andhelping from the department ATM service

Last but not least I wish to avail ourselves of this opportunity, express a sense ofgratitude and love to my friends for thier manual support, help and for everything

Sincerely thank you!

In the second part of the report, I focus on describing and explain how I implementeach task of my project namely

In the last of the report, I complete the finanl product-a type of card to introduceAgribank ATM – Connection card for student, and list what I achieved and Whatprevents us from completing each mission

The report includes 3 chapters:

Chapter 1: Overview of Agribank Hanoi branch and project

Chapter 2: Implementation of process and results achieved

Chapter 3: Conclusion and proposals for improving

TABLE OF CONTENTS

CHAPTER 1: OVERVIEW OF AGRIBANK HA NOI BRANCH AND

PROJECT 1

1.1 Overview of Agribank 1

1.1.1 Generation information 1

1.1.2 History of development 2

1.2 Introduct to Agribank Hanoi branch 3

1.3 Introduction of project 3

1.3.1 Reasons and purpose of project 3

1.3.2 Misson of project and methods 4

CHAPTER II: IMPLEMENTATION OF PROCESS AND RESULTS ACHIEVED 6

2.1 Search for analysis documents related to Agribank ATM service- ATM cooporate student 6

2.2 Conduct and analyze the ATM satisfaction survey 7

CHAPTER III: CONCLUSION AND PROPOSALS FOR IMPROVING 12

3.1 Achievement 12

3.2 Avantages anf disadvatage of the ATM card- Connection card for student .12 3.3 SOWT 13

3.4 Isikawa 14

3.5 Recommendation 15

3.6 Difficulties 15

APPENDICE 16

CHAPTER 1: OVERVIEW OF AGRIBANK HA NOI BRANCH AND

PROJECT

1.1 Overview of Agribank

1.1.1 Generation information

AGRIBANK - THE LEADING COMMERCIAL BANK IN VIETNAM

Agribank is the largest bank in Viet Nam in terms of capital, assets, workforce,operating network and customer base As of October 2012, the leading role ofAgribank has been confirmed by:

Name: Agricultural Development Bank of Vietnam

Transaction name: Agribank

Head quarter: No 18 Tran Huu Duc street, My Dinh, Tu Liem, Hanoi, Vietnam

Total asset: VND 560,000 billion

Total fund resource: VND 513,000 billion

Equity: VND 29,605 billion

Total outstanding loans: VND 469,000 billion

Operating network: 2,400 branches and transaction offices nationwide

Personnel: 42,000 staffs

Agribank has always focused on the innovation and application of bankingtechnology in favour of business administration and the development of anadvanced banking services network Agribank is the first bank to accomplish theProject “Intra Payment and Customer Accounting System” (IPCAS) funded by theWorld Bank The finalised IPCAS has enabled Agribank to provide local andforeign customers with modern banking products and services with extensive safetyand accuracy At present, Agribank is serving millions of households andenterprises.

Agribank is one of the banks in Viet Nam who have the largest number ofcorrespondent banks with 1,033 correspondent banks in 92 countries and territories

1.1.2 History of development.

In 1988, the Agricultural Development Bank of Vietnamwas established by Decree

No 53/HDBT dated 26 March, 1988 of the Council of Ministers (now theGovernment) with the reform of the financial system and the introduction ofcommercial banks in Vietnam

In 2010, Agribank's in Top 10 of 500 largest enterprises in Vietnam To enforce thecredit institutions in 2010 and to implement the Decree No 59/2009/ND-CP of theGovernment on organization and operation of commercial banks, Agribank'sDirective Board has promulgated and implemented new Article on organization andoperation replace the Regulation enacted in 2002 Also in 2010, Agribank approved

by the Government for adding VND 10,202.11 billion, bringing up the total chartercapital to VND 20,810 billion, and continuously to be the largest FinancialInstitution in Vietnam

In the context of the world economy and Vietnam in particular facing manydificulties in the economic crisis, Agribank remains sustainable development andgrowth Agribank had the total assets of VND 617,859 billion (approximately 20%GDP), rised by 10%compared with 2011 As the biggest commercial bank inVietnam in terms of fund resources, assets, and the bad debts is controled

In 2012, Agribank win the title such as: Top 10 biggest enterprises in Vietnam –VNR500; Top Asean Enterprise, Top brand name of Asean; Top Bank for Payment;Top Banks of Vietnam

In 2013, Agribank held the 25 year universal (March 26, 1988 – March 26, 2013)

1.2 Introduct to Agribank Hanoi branch

Agribank Hanoi was established under the Decision No 51-QD/NHNN dated 27June 1988 by the Governor of the State Bank of Vietnam (SBV), up to 31/12/2012,

it included 01 head quarter and 15 transaction offices

Location: No 77 Lac Trung street, Hai Ba Trung district, Hanoi

Date of creation: established in 06/1988

1.3 Introduction of project

Title of project: Study and analysis of ATM card ( "Connection" card for Student )

1.3.1 Reasons and purpose of project

As for me, one of the important things is that I would be provided lots of practicalknowledge of the bank’s working process, which I might not study enough at class.Also, because I would be allowed to put into practice the knowledge that I had

Deputy DIRECTOR

Deputy DIRECTOR DIRECTOR

Internal Audit Dept.

Internal Audit Dept.

Credit Dept.

15 Transaction Depts.

Services &

Marketing Dept.

Services &

Marketing Dept.

General

&Planning Dept.

General

&Planning Dept.

IT Dept.

IT Dept.

acquired during my studies at univerity, I would have opportunity to improve myskills as well as the experience of working in a professional and active environment,whereby interns generally find the experience to be rewarding and interesting.

As for Agribank, by offering me an opportunity to do internship they also get astudent who can help and bring some certain benefits to them without paying anysalary They know that I am a student, I can promote the image of the bank bydisseminating information of the activities and the institutional objectives of thebank In addition, my main task is to find the problems that the bank meet and try tohelp them solve them, so it is good for them if I can accomplish my task At least Icould give some ideas for the solution, in case I cannot help tham solve thoseproblems

One of reasons I choose the ATM - Connection card for Student as my topic isbecause ATM is becoming more and more popurlar in VietNam Most ofVietnamese people have at least one ATM card from a certain bank, and manystores and enterprises in Vietnam accept ATM card as a kind of payment.Therefore, Agribank is trying to feature more functions, developing more utilityservices for ATM usage

1.3.2 Misson of project and methods

The aim of my work placement is to help individual customers use ATM servicingmore effectively Specifically, I would focus on how people use ATM service atAgribank and find some problem need improving

Method: I used some sources of information, data access:

 Internet

 Bank statement, financial reports

 Books, documents and papers of the bank’s business activities have beenprovided

 From staff of bank

 My actual experience

 Task 2: Conduct and analyze the Agribank ATM Connection card for Student

I have done this task during 3 weeks ( no weekends, holidays and examinationswere counted)

After defined necessary information and knowledge for my project, I created asmall survey whose object is student in order to find out how they satisfied withAgribank ATM

 I designed a suitable question list to set up the survey chart thendistributed them to Agribank customers who had transaction at sometransaction offices directly under Hanoi branch

 After the survey, I analyzed the results to evaluate how customerssatisfied with Agibank ATM and what problems they have using ATMservice

After collecting the survey, I had to analyze all data collected from the survey

 I entered all the data into analysis software

 Next, I drew table and chart to show information analyzed

 At the end of this process, I gave comments based on the results

Method: The questionnaire is usually a list of question on papers; respondents

will fill out all of them To analyze data collect from the survey, I use SPSSStatistics- a software package used for statistical analysis This software helped

me by creating statistics and give important figures based on the data I entered,therefore, I could see clearly the results from it

 Task 3: Completed research ATM-Connection card for student and conclusion

I have done this task during 2 weeks ( no weekends, holidays and examinationswere counted)

Up to the present time, Agribank only connection with National University ofCivil Engineering

Based on the result from survey, I realize that there is much potential for atmcard Agribank should develop this service

Some problems often occur when using the atm card: Lost ATM card, lostpassword, do not know to use ATM card, do not know the way to change thepassword in the first time

CHAPTER II: IMPLEMENTATION OF PROCESS AND RESULTS

ATM- Connection card for student

It is a card that combines the functions of domestic debit card and student cardunder regulations of the schools Under the form of a student card, this card ofstudent helps universities and colleges to supervise the students and to be used forother purposes including borrowing books from the library and tuition fee payment

In terms of payment function, this card of student get all features and transactionlimit of a domestic debit card

Benefits and advantages

- Customers can withdraw cash at 1702 ATMs and thousands of EDC/POS at Agribank’s transaction counters

- Cards can be used for products and services payment at card merchant of

Agribank

- Customers with stable income using Agribank’s salary payment through account service may overdraw on the deposit accounts with the overdraft limit up to the maximum of VND30 million

- Allow to execute account inquiries and print 10 latest transactions at ATMs and EDC/POS

- Customers can change PIN code at ATM and EDC/POS

- Customers can transfer and receive money promptly at ATM and EDC/POS

- Customers can credit their account at EDC/POS at counters

- Customers can execute payment for bills and purchase advance cards at ATMs

- Customers can use Mobile Banking services such as account balance notification, A-transfer, advance charge for mobile phone, Vnmart e-wallet, etc…

- Card holders can earn non-term interest

- Customers’ individual and account information is confidential

- Customers can implement transactions at thousands ATM machines and

EDC/POS through the Banknet - Smartlink system nation-wide, including: cashwithdrawal, money transfer, balance inquiry, pay for products and services at card merchants

2.2 Conduct and analyze the ATM satisfaction survey

 Step 1: Design the questionnaire

I based on the results of research in task 1 to design the questionnaire

Duration: 2 days

The survey includes of 5 question

 Step 2: Distribute and collect the survey.

Objective of survey: Agribank customer who are from 20-24 years old

Reason of choosing objective: Customers who are from 20-24 years old and theystuding in National University of Civil Engineering, are the one who use ATM quitefrequently but also have more problems with modern technology The elderly rarelyuse any bank’s service related to technology because it brings inconvenience tothem, and it is hard for them to get to know such modern equipment withcomplicated manipulation

 Step 3: Collect the survey I collected 88 responds out of 100 copies of the

survey distributed

 Step 4: Analysis the data

I analyzed data collected from the survey through SPSS statistic software

SPSS Statistics is a software package used for statistical analysis It can handle justabout any statistical analysis you throw at it: from the simple descriptive statistics,such as mean, median, deviation, to the complex studies of variances andcovariance It also helps customers to make sure that their collected data is enteredcorrectly and all the variables are properly defined There are extensive help fileswithin the program to help you choose the best scale for your variables Theprogram is great for evaluating and analyzing any data available at hand

ANLYZE RESULTS OF SURVEY

Frequency of Agribank ATM usage

Less than once a month

Figure 1: Frequency of Agribank ATM usage

I asked the customers how often they use ATM in order to find the exact frequencerate of Agribank ATM usage by student, and then compared this result to myprediction As can be seen in the pie chart, there is a great amount of student useAgribank ATM at least montly, with a percentage of 43% This can be because themost of student are received money from their parents montly Besides, the rate ofpeople use Agribank ATM weekly is quite hight compared to the former rate, which

is 32% Another interesting thing should be noted is that, there is small number ofregular ATM use Agribank ATM at least daily The proportion of these peopleaccounts for only 7%, which is lowest rate among others Beside, some of them useATM less than once a month, it means ATM is not essential to them The number ofthese students account for a small number, which is only 18%

Agribank should focus more on developing programs and services as well as ATMfunction for the student, because they use ATM card frequenty