Nâng cao dịch vụ Internet Banking tại Công ty Cổ phần Thương mại Quân đội Ngân hàng (MB Bank) – Chi nhánh Phùng Hưng

Improving Internet Banking service at Military Commercial Joint Stock Bank (MB Bank) – Phung Hung Branch Trong những năm gần đây, với sự phát triển nhanh chóng của công nghệ internet, ngân hàng điện tử đã đóng vai trò trung tâm và quan trọng trong lĩnh vực thanh toán điện tử, cung cấp dịch vụ trực tuyến nền tảng giao dịch hỗ trợ nhiều cho thương mại điện tử. Thấy được lợi ích của trực tuyến Banking, nhiều ngân hàng tại Việt Nam đẩy mạnh và phát triển giao dịch qua Internet (Internet Banking), một trong những hình thức ngân hàng điện tử phổ biến nhất, nhằm tạo ra điều kiện để khách hàng có tài khoản thực hiện giao dịch tự động nhanh chóng, an toàn và thuận tiện.

ROUEN NORMANDIE UNIVERSITY

LICENCE PROFESSIONNELLE BANQUETUTORED PROJECT REPORTSubject: Improving Internet Banking service at Military Commercial Joint Stock Bank (MB Bank) – Phung Hung Branch

Ms Nguyen Thanh Huyen

1 Nguyen Dang Nhat Minh – 18/11/2002

2 Nguyen Hoai Nhi – 27/10/2002

3 Nguyen Minh Hanh – 02/03/2002

4 Nguyen Phuong Thao – 09/04/2002

5 Nguyen Phuong Thao – 17/03/2002 Hanoi, February 2023

2.2 Basic theories on improving Internet Banking services at commercial banks 17 2.2.1 Concept of improving Internet Banking services 17

2.2.3 Indicators reflecting the improvement of Internet Banking 17 2.2.4 Conditions for improving Internet Banking services 18

2.2.4.3 Banks with great financial potential invest in developing banking

CHAPTER 3: THE SITUATION OF IMPROVING INTERNET BANKING

3.1.2 The management structure of MB Bank - Phung Hung Branch 22

3.2 The situation of improving Internet Banking services at MB Bank – Phung

3.3 General assessment of the situation of improving Internet Banking services at

3.3.2 Evaluation of the development and quality of E-banking services at

3.3.3 The successes and limitations of providing services via Internet Banking at

3.3.4 The reasons for the above limitations 39

CHAPTER 4: SOLUTIONS TO IMPROVE INTERNET BANKING SERVICES AT

4.1 Internet Banking services development orientation at MB Bank - Phung Hung

4.2.4 Improving organizational structure, network, and human resources 49

Table 1: Project Schedule.

Table 2: Financial dimension of the project.

Table 3: I-banking system at MB Bank- Phung Hung Branch

Table 4: Number of customers and revenue by number of products holder

Table 5: SWOT Analysis

LIST OF CHARTS

Chart 1: Organizational Structure of MB Bank- Phung Hung branch

Chart 2: The number of Internet banking accounts and the number of transactions at Phung Hung Branch Transaction Office from 2017 to 2021

Chart 3: The number of customers increased through I-banking 2022

Chart 4: The number of customers using services of MB Bank - Phung Hung Branch by age Chart 5: The number of customers using services of MB Bank - Phung Hung Branch by time joining MB Bank

Chart 6: The number of customers using services of MB Bank - Phung Hung Branch by gender

Chart 7: Customer's salaries is paid through Internet Banking service at MB Bank - Phung Hung Branch

Chart 8: Types of methods to transactions/payments

Chart 9: The number of customers using Internet Banking at MB bank through survey results Chart 10: The number of customers using Internet Banking at other banks through survey results.

Chart 11: The reasons why customers use I-banking services of other banks

Chart 12: Sources of access to information

Chart 13: Customer’s evaluation of the important criteria who do not use MB Bank I-banking service

Chart 14: Customer’s evaluation of the important criteria who use MB Bank’s I-banking service

Chart 15: Analysis of customers choosing to use MB Bank’s I-banking services

Chart 16: Problems customers face when using MB Bank’s I-banking services

Chart 17: Statistics of how often customers encounter problems when using MB Bank’s

For this report to be successful, my group has received the support and help of manyunits With deep and sincere affection, allow us to express our deep gratitude to all

individuals and agencies who facilitated and helped in the process of studying and

completing the report We would especially like to express our sincerest thanks to Mrs

Nguyen Thanh Huyen - the tutor at Thuong Mai University for her interest in helping andguiding us to complete the report well in the past

In addition, we would like to thank the Board of Directors, and departments of

Military Commercial Joint Stock Bank (MB Bank) - Phung Hung Branch, for creating

favorable conditions for us to learn the facts practice during the internship at the bank Inparticular, we would like to thank the bank's manager - Mr Pham Minh Tuan and the bank'ssales staff for helping and providing us with practical data to successfully complete thisgraduation internship

Furthermore, our team would like to thank Mrs Nguyen Thi Phuong Thanh - theteacher in charge who provided our group with a lot of information related to the project.Besides, our team would also like to thank Mr Vincent Dorange - Teaching Assistant atRoueNormandy University provided helpful comments and suggestions that helped us betterorient and prepare this final report

Finally, all members of our group would like to thank the teachers and friends whohave accompanied and helped us throughout the process of making this report Thanks tothat, we have had more motivation, spirit, and words of encouragement to be able to completethis expected report

In the past few years, with the rapid growth of internet technology, e-banking hasplayed a central and important role in the field of electronic payment, providing an onlinetransaction platform with much support for e-commerce Seeing the advantages of onlinebanking, many banks in Vietnam have promoted and developed an internet transaction

channel (Internet Banking), one of the most popular forms of electronic banking, to createconditions for customers with accounts to make automatic transactions quickly, safely, andconveniently

The introduction of E-banking products and services into banks diversifies traditionalbanking products and services, opening up new opportunities and new competitiveness Inparticular, the appearance of Internet Banking service is an effective achievement that hasbroken the barriers and limitations of space and time in providing banking services Internetbanking service was born as an inevitable trend, meeting the needs of payment via the

Internet of Vietnamese people

Grasping that trend, MB Bank - Phung Hung Branch is taking new steps in

modernizing the Bank, not only perfecting traditional operations but also focusing on

developing new applications for the Bank Internet Banking service, meeting the

requirements of improving competitiveness, integration, and development, banking servicesare now closer, more user-friendly and are used daily through mobile phone familiarity withcustomers However, the practice of developing Internet Banking services of MB Bank -Phung Hung BranchBranch also shows that there are still difficulties and limitations Findingmeasures to successfully deploy and develop e-banking services as well as help MB Bankaffirm its position and brand is still a matter of urgency

In order to do this well, conducting research to discover the components of customersatisfaction with a bank's Internet banking services through customer expectations and

perceptions is necessary That is why we chose the topic "Improving Internet Banking

services of Military Commercial Joint Stock Bank - Phung Hung Branch" to help bank

administrators have a more specific view of their service quality From there, there is a

strategy to improve the best service quality to bring maximum satisfaction to customers

Our report is divided into five chapters In Chapter 1, we will present the organization

of the report Secondly, in order to better understand the basics of Improving Internet

Banking at commercial banks, we will report in Chapter 2 And then in Chapter 3, we

researched the situation of improving Internet Banking service at MB Bank - Phung HungBranch Finally, in the last two chapters, we have proposed appropriate methods to helpbanks improve their Internet Banking services and summarize the results we have achieved aswell as the difficulties during the process this program

CHAPTER 1: ORGANIZATION OF THE REPORT

1.1 Reason for the report.

The development of financial technology (Fintech) and the change in consumer tastestoward financial services have prompted the global banking system to change its businessmodel Customers who want to experience safe and convenient financial services can transactanytime, anywhere right on a portable electronic device instead of wasting time and effortcommuting This need poses a problem of service innovation for banks and especially thebank we choose, which is MB Bank

MB is a Military Commercial Joint Stock Bank, regulated by the State and effectivelyoperating as a private bank In the development process, MB Bank has provided many usefulservices to customers, including Internet Banking However, the bank needs to re-evaluatethis service and that is the basis for planning the development of Internet Banking service inaccordance with the bank and with the general development trend of the whole commercialbanking system Therefore, our team looked at the current context and researched the

activities done for the development of Internet banking services Then, we make suggestions,analyze and evaluate the influencing factors as well Finally, we had appropriate methods todevelop and improve these services in the future for MB Bank because it is one of the

important foundation activities in integrating services together

1.2 Objectives of the report.

● For students:

➢Understand the E-banking operation mechanism of MB bank – Phung Hung branch

➢Research the current status of providing Internet Banking products and find out the

remaining difficulties at MB Bank - Phung Hung branch and the main causes

➢Analyze the factors affecting the development of Internet Banking services at MB Bank Phung Hung branch

-➢Provide feasible solutions to enhance and spread this service to all customers

● For the bank:

➢Promote and bring E-banking services to reach many segments of the population.

➢Improve customer satisfaction by various methods

➢Develop the scale and increase the quality of Internet Banking services

➢Develop new services and apply high science and technology

1.3 The initial project.

Almost all of our initial intentions in this project are unchanged such as the project

theme, methodology, goals, etc There are some details that we changed which the named

branch of the bank, it was our small mistake Initially, we identified the impacts of

technology, policies, domestic and foreign economies in the initial project After that, we

realized their positive and negative effects and came up with the most suitable solutions to

propose to MB Bank - Phung Hung branch in particular and other banks in general In the

initial projects, we proposed a method that was to interview bank managers and staff, but

when we realized that it was quite difficult to do, we omitted that method Finally, the projectorganizations that we have reported to our estimates of costs incurred during the project,

difficulties and risks that we have been facing, and plans to avoid those risks

1.4 Timeframe of group's activities.

Phases No Tasks content Start date

-Nguyen Minh HanhNguyen Phuong Thao

(leader)

3 Discuss the project topic 10/09/2022 All members of group

Finalize the project topic withthe tutor teacher of Thuong MaiUniversity

13/09/2022 17/09/2022

-All members of group

-All members of group

-Nguyen Phuong ThaoNguyen Hoai NhiNguyen Dang Nhat Minh

18/10/2022-Nguyen Phuong Thao

-All members of group

12 Accomplish and submit anintermediate project

17/11/2022 12/12/2022

-All members of group

13

Discuss and receive supportfrom the tutor project and thebank

18/12/2022 20/12/2022

-Nguyen Minh HanhNguyen Hoai Nhi

14 Write final report 23/12/2022

-23/01/2023

All members of group

15 Send the final report to the tutorproject

01/02/2023 Nguyen Phuong Thao

All members of group

17 Oral presenting the topic 21/02/2023 All members of group

Table 1: Project Schedule.

1.5 Way of communicating the project.

During the implementation of the project, team members tried to connect with each

other through social networks such as Facebook, Instagram, and Zalo, and met face-to-face

as many times as possible despite the difficulties of geographical distance and emerging

diseases In order to complete the work in the most convenient way, we discussed together,

gave our own opinions, and came to the most appropriate conclusions For a team, the leaderplays an important role so she helped us to respect each other and always listen to each

other's opinions and went a good result based on teamwork

Besides, we have always had a very active and positive attitude to gain the sympathyand trust of the leaders of the bank We understand that getting bank information and data isnot an easy thing, so we must maintain a good relationship and create goodwill for them

Through things like completing tasks on time, not disclosing their confidential information,listening to their advice, etc we believe that they have good feelings for us

When there are unanswered questions, we always actively communicate with our

project tutor and receive a lot of her suggestions so that we can have the best assessment andresults for our project

1.6 Different strategies.

- Primary data was collected from potential customers by surveying

- Researching the real situation of the E-banking field at rival banks to find out theirSWOT.

- Researching factors affecting the development of Internet banking services

- Comparing the prominence of the Internet Banking service of MB bank with that ofother competitors

- Researching and analyzing risks when using Internet banking, finding and suggestingpotential solutions

- Working with the bank, tutor, and customers of the bank

1.7 Financing of the project.

➢ Research methodology to the best approach for the project.

● Using survey method: including direct channel and indirect channel.

- Direct channel:

+ Getting information from the staff or the manager of the bank branch, to get data onthe number of customers and the types of Internet Banking services of the bank aswell as their opinions about these services

+ Collecting data and opinions from customers using MB Bank’s Internet Bankingservices to receive feedback in the most objective way ( the feedback from customerscould be more impartial than just surveying employees of the bank ).

- Indirect channel:

+ We will contact 50 enterprise customers using MB Bank’s E-Banking via email,phone call, and text message and ask them to fill out an online survey with 10

questions on a google form The questions used in the survey are in the form of

Yes/No questions, selected answers, or quantitative questions (bad, average, good, andperfect)

+ Collecting and analyzing the secondary data: The data collected mostly are on thewebsite of MB Bank, especially its Financial Statement, Monthly Report, etc We alsofind the necessary data on other websites, in magazines, related newspapers, and othersources on the Internet which support us in expanding more understanding of MBBanking in this area

+ Group discussion: We go to the cafe or video call on social networking sites ( Zoom,Messenger, Instagram, etc) to give opinions, discuss the best solution and come to aconclusion

CHAPTER 2: BASIC ISSUES OF IMPROVING INTERNET BANKING SERVICES

AT COMMERCIAL BANKS.

2.1 Overview of Internet Banking services.

2.1.1 Concept of Commercial Banking.

According to Law on Credit Institution 2010 of Vietnam:

Article 4, Clause 3: “Commercial bank means a type of bank which may conduct all banking

operations and other business activities under this Law for profit.”

There are many ways to define commercial banking, and I will take a definition:

According to Gabriel Lip (2022):

“A commercial bank is a financial intermediary that serves businesses by providing essential liquidity functions within an economy via various products and services.”

2.1.2 Overview of E-Banking services.

● E-banking Services Concept

According to Imola Driga and Claudia Isac (2014), the definition of E-banking

services is:

“E-banking, a term used for the new age banking system, represents an automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels It is a service that provides customers the opportunity to gain access to their accounts, execute transactions, and obtain information on financial products and services through a public or private network, including the Internet.

● Different types of bank E-Banking services:Phone Banking, Mobile - banking,Internet Banking, Home Banking, SMS Banking, Kiosk Banking, and Call center

2.1.3 Concept of Internet Banking.

According to Finance (2020):

“Internet banking, which is also known as online banking or web banking, is an electronic financial system It is a financial tool that allows the customers of a bank to carry out commercial activities through the use of the internet and the bank’s website.”

We can understand that internet banking is an online banking service that helps

customers manage accounts and perform transactions quickly through internet-connecteddevices such as phones and laptops

2.1.4 Utilities of Internet Banking services.

● Sort by the complexity of services:

Currently, Internet Banking services on the market can be divided into 3 types:

- Information service:Banks use websites to introduce products and services to

customers and provide information such as branch network systems, organizationalstructure, ATM locations, and POS

- Interactive information exchange service:At this level, customers can query accountbalances, transaction history, and email but they cannot make transfers

- Performing transactions via Internet Banking: This level allows customers to perform

banking transactions on their accounts such as account queries, transfers, bill

payments (electricity, water, telecommunications ),

● Segmentation by customer:

➢ For services for individual customers:

- Provide account information: This utility of Internet Banking applies to many types of

accounts such as payment accounts, savings accounts, and loan accounts

- View and pay bills: Through Internet Banking, bill payment services are very

convenient in collecting money from customers, assisting customers in registering andlisting bills to pay, and refusing/conducting immediate or recurring bill payments

- Domestic money transfer: Internet Banking service allows customers to transfer

money from one account to another immediately or within a set date in the future

- Remittance abroad:Internet Banking allows customers to view future money transfertransactions, transfer date, remittance amount, information about benefits for

customers, and change transactions

- Credit card management:Internet Banking allows the management of customers'cards and performs many transactions related to credit cards

- Service requests: Internet Banking service allows customers to make online requests

such as requesting to open an account, opening a time deposit account,

➢ For services for corporate customers:

- Account Lookup:Internet Banking helps businesses track account balances in accountcurrency and the amount converted in reference currency

- Overdraft:Internet Banking helps businesses track overdraft limits, disbursed

amounts, available balances, and interest rates

- Trade finance:Through Internet Banking, businesses can track transaction details forL/C, guarantee delivery, and any pending LC-specific transactions.

- Internal Payment/Transfer:This feature of Internet Banking allows businesses totransfer capital from their own account to another parameterized account

2.2 Basic theories on improving Internet Banking services at commercial banks.

2.2.1 Concept of improving Internet Banking services.

Developing Internet Banking service is to make this service popular, attract moreusers and suppliers, improve service quality provided, and increase convenience to users andprofits for banks

2.2.2 Content to improve Internet Banking services.

Internet Banking development is an increase in the scale of Internet Banking servicesprovision and an increase in the proportion of income from this service in the total income ofthe bank, in order to improve the quality of service provision, ensuring that it meets the needs

of the modern day the better the diversified needs of customers on the basis of controllingrisks and increasing business efficiency in line with the bank's business goals and strategiesfrom time to time

2.2.3 Indicators reflecting the improvement of Internet Banking.

a Expanding the scale of Internet Banking services.

The indicators reflecting the expansion of the service scale are

- Number of customers using Internet Banking

- Sales of products and services via Internet Banking

- Revenue from Internet Banking, and the proportion of revenue from Internet Banking

in the total income of the bank

- Income from providing products and services via Internet Banking Growth rate of theabove expenditures

b Streamline product structure.

The indicators reflecting the rationalization of product structure are the bank's marketshare of Internet Banking services and the increase in market share over the years

c Quality of Internet Banking services.

Quality of Internet Banking services needs to pay attention to the following criteria:

➢Simple procedures, fast

➢Customer satisfaction

➢Accuracy

d Controlling risks in service provision activities via Internet Banking.

The safety of online banking services includes Safety for the money in the account,safety in payment for customers,

2.2.4 Conditions for improving Internet Banking services.

2.2.4.1 Stable and growing economic environment.

A stable and favorable economic environment with high economic growth will have apositive impact on attracting foreign investment to innovate the information technologysystem, as well as having the opportunity to acquire experience from abroad The economicenvironment is stable and often has a great impact on people's lives and incomes Whenpeople's living standards are also improved, their demand for convenient and convenientservices is increasing

2.2.4.2 Payment infrastructure developed.

Payment infrastructure includes information technology infrastructure, legal

infrastructure, and security (security) policies to ensure safety and protection for business andconsumer participation Developing e-banking in general and Internet Banking, in particular,requires building certain infrastructures, including

➢Legal basis:

Building and managing the legal framework for e-commerce development:The

Government develops a unified practice principle for e-commerce activities when the contentsets out the concepts and regulations governing transactions, commerce is conducted byelectronic means, regardless of consumer or business purposes

Electronic signature:The law recognizes the legal value of electronic signatures andstipulates the extent to which the key is registered and used for the parties participating ine-commerce activities and recognizes the value of electronic signatures

Digital data:The law recognizes the use of information data on information carriers

to make accounting and payment documents for banks and credit institutions, economicorganizations, and individuals

➢Information infrastructure:

It is necessary to establish a synchronous system of communication and

communication equipment between subjects participating in Internet banking transactions.Internet banking transactions only develop on a solid information infrastructure consisting oftwo branches: electronic computing and electronic communication

➢Banking-finance industry

The central bank needs to have policies to encourage and support commercial banks

to invest on their own, and cooperate in association with loans to invest in electronic paymentinfrastructure Current regulations (on the use of own capital and profits in the banking

business to reinvest in fixed assets, and develop production) are hindering banks in

formulating investment plan long-term strategy and modernization for banking paymentinfrastructure

2.2.4.3 Banks with great financial potential invest in developing banking technology.

To catch up with the world and the region, the banking industry has no choice but tomodernize banking technology Build and develop application software that is reasonable, byinternational standards, and suitable to the conditions of each country

Building and developing the Internet Banking system requires a large investment ofcapital to develop physical facilities, technical infrastructure, equipment, and machinery,especially security systems Information and data sources are very important

2.2.4.4 High-quality human resources.

Human resources of the bank: the problem of researching and applying complexinformation technology systems in the development of modern banking services in generaland Internet Banking in particular, requires human resources in technology

Improved customer awareness: When people's intellectual level is improved,

especially when integrating into the international economy, people have more opportunities toaccess modern services and their need for using modern and convenient banking services

2.3 The need to improve Internet Banking services.

2.3.1 For commercial banks.

Internet banking helps banks save costs, reach new market segments, and improveoperational efficiency, reputation, and competitiveness of banks' goods, accordingly:

● Internet banking helps commercial banks operate more efficiently by reducingcosts because there is no need to deal directly with customers, and fewer similarsteps are required must repeat in a transaction

● Internet banking helps commercial banks reduce the burden of administrative andoperational procedures, bringing high productivity and automation to the bank

● Internet banking helps commercial banks expand their operations and increasetheir competitiveness Internet banking is a commercial bank's solution to improveservice quality

2.3.2 For customers.

● Internet banking helps customers to contact the bank quickly and conveniently toperform a number of banking services at any time (24 hours a day, 7 days a week)and anywhere This is very helpful for customers who have little time to go to theoffice to deal directly with the bank, for small and medium enterprises

● Internet banking allows customers to perform and confirm transactions with highaccuracy, very quickly in just a few seconds

● Customers can access and manage all bank accounts on just one website

2.3.3 For the economy.

● Internet Banking also brings potential great benefits to the whole economy

Consumption mainly in cash has many limitations The state has to spend a certainannual cost on printing and managing the amount of money printed for the market

● Along with the trend of globalization and the worldwide development of

e-commerce, Internet Banking is the bridge for the integration of the domesticeconomy with the international economy without requiring too much of the

government's efforts

CHAPTER 3: THE SITUATION OF IMPROVING INTERNET BANKING

SERVICES AT MB BANK - PHUNG HUNG BRANCH 3.1 Overview of MB - Phung Hung Branch.

3.1.1 History of formation and development.

● About MB Bank:

MB Bank is a joint stock commercial bank of Vietnam, an enterprise directly underthe Ministry of National Defense that was established on November 4, 1994, with a capital of

20 billion VND at that time, operating with 25 employees in Hanoi MB Bank Branch Office

at 160 Phung Hung Street, is one of the transaction offices of MB Bank

By 2004, in just 10 years, MB Bank had a rapid development with a 500-fold increase

in mobilized capital and a new headquarters in Ba Dinh District, Hanoi

By the end of 2006, in addition to 300 correspondent banks in 56 countries

guaranteeing payment transactions with all continents, MB Bank had 25 branches and

transaction offices in major economic centers such as Ha Noi, Hai Phong, Hai Phong, DaNang, Ho Chi Minh City At the same time, many commitments and agreements between MBBank and domestic and foreign partners have been signed, contributing to improving MB'sposition in the financial market

By the end of 2018, the bank's chartered capital had increased to 21,605 billion VND,

a figure showing the remarkable growth rate of MB Bank in the renovation period

Currently, MB Bank has a nationwide network with over 100 branches and over 190transaction points spread across 48 cities and provinces The bank also has a representativeoffice in Russia and a branch in Laos and Cambodia MB Bank has been and is a pioneer indigital banking and green banking in the industry

MB Bank's member companies include:

❖ MIC: Military Insurance Corporation

❖ MBS: MB Securities Joint Stock Company

❖ MB Capital: MB Investment Fund Management Joint Stock Company.

❖ MS Finance: MB Shinsei Finance Company Limited

❖ MBAL: MB Ageas Life Insurance Company Limited

❖ MBAMC: Debt Management and Asset Exploitation Company of Military

Commercial Joint Stock Bank

● About MB Bank - Phung Hung Branch.

Official name: Military Commercial Joint Stock Bank - Phung Hung Branch.

Short name: MB Bank- Phung Hung Branch.

Head office: MB Tower 21 Cat Linh, Dong Da District, Hanoi.

MB Bank - Phung Hung Branch isone of the Military Commercial Joint Stock Banksystem's branch offices, located at160 Phung Hung, Phuc La, Ha Đong, Hanoi, Vietnam.MBBank - Phung Hung Branch is always ready to provide products and services to customers inthe branch area, offering a full range of leading financial services in the fields of internationaltrade, capital trading, deposit capital mobilization, credit, project financing, and more, as well

as other modern banking services

3.1.2 The management structure of MB Bank - Phung Hung Branch.

3.1.3 The bank branch’s need.

- Mastering technology and completing the financial group model on the digital

platform, continuing the vision of being the most convenient bank, ranking first indigital banking and TOP 3 retail banks in the Vietnam market

- All customer-oriented activities: all products and services brought to the market bythe bank derive from actual needs and desires at each customer contact point

- Ensuring service efficiency, security, safety, convenience, and speed in digital bankingtransactions

- Increase the ability to attract new customers and retain old and potential customers

- Improve the quality of the staff to customer care

3.2 The situation of improving Internet Banking services at MB Bank – Phung Hung Branch.

3.2.1 Services and utilities on Internet Banking at MB Bank – Phung Hung Branch.

EMB - MB Bank Internet banking allows you to perform the above transactionsthrough an Internet-connected device, by accessing the MB internet banking website address,logging in, and transacting In this eBanking service, two service packages can help

customers make financial transactions quickly and conveniently:

● eMB Basic package

● eMB Advance package

Features of MB Bank Internet Banking

When customers register for MB Bank Internet Banking service, customers can usethe following features:

➢Manage accounts with a modern, easy-to-use interface

➢ Money transfer: Customers can transfer money within the same MB Bank or outside thebank simply and quickly, no longer having to spend much time going to ATMs, or MBBbranches to perform transfer transactions money

➢ Account access: Customers can perform features such as account inquiries, check accountbalances, and check account transaction history,

➢Paying bills is very convenient: electricity, water, air tickets, internet,

➢Savings accounts: Digital savings in various forms

➢ Online loans are super simple and safe: Customers can easily own low-credit loans whenusing Internet Banking services

➢ Top-up phone card: No need to go to the store to buy a phone card code, now you justneed to access MB Bank Internet Banking, select the denomination of the scratch card andmake a recharge to your phone number

Benefits of Using MB Bank Internet Banking Services

MBBank Internet Banking service will return customers the biggest benefits as follows:

➢ Fast money transfer anytime, anywhere: Customers can easily transfer money anywhere,anytime, excluding holidays, and the other end will receive money immediately from yourside with the 24-hour transfer feature /7

➢ Saving time and costs: Customers do not need to go upstream to branches/PGDs, orATMs, to conduct financial transactions, but only need to use Internet-connected devices toaccess Go to MBBank's website address to conduct transactions simply and quickly

➢ Account management, reasonable finance: With all your accounts can be managed onMBBank Internet Banking such as Bank account, credit card account, savings account, loanaccount

➢ Support on multi-devices: In addition to using laptops, customers can use mobile devices,tablets

Security measures from the bank:

MB Bank uses industry-standard encryption measures in online banking services toprotect your account and personal information Security layers and security systems areconstantly being updated:

➢ The transaction information pages during the login session are applied SSL (https)security protocol to ensure safety, the above information is not stored on the computer'scookies

➢The system does not allow to remember the customer's username and password

➢ The system will automatically log out if the user does not use it within 5 minutes, forgets

to log out, closes the browser before logging out, or leaves the device in the logged-in state

➢ Applying a two-factor authentication security mechanism: username, and passwordcombined with OTP code in each transaction, making transactions always safe Do not enterOTP into any other website or popup screen to avoid fraudulent transactions

➢ Information and promotional news of internet banking services are only provided at thewebsite addresshttps://mbbank.com.vn or https://emb.mbbank.com.vn to avoid confusion forcustomers row

➢ MBBank's official website is only valid when the browser's address bar displays correctly:

https://mbbank.com.vn Beware of fake websites that have the same interface as MB Bank's

website Forgery often aims to steal information such as usernames, passwords, accountnumbers, OTPs, etc to perform fraudulent transactions

➢ Contact MB247 Customer Service Center or the nearest transaction office in the followingcases: receiving any suspicious link asking for a login, a notice or a suspicious promotionalmessage (the promotions not available on the official website), a phone call or an emailrequesting login information (the email address does not have MB Bank's domain name) MBBank will check all customer requests and complaints about questionable electronictransactions, and carry out all necessary procedures to continue to prevent potential risks

3.2.2 Services fee schedule on Internet Banking at MB Bank – Phung Hung Branch.

Service registration fee

Other fees

eMB Basic

This is a popular package manypeople choose today

Accordingly, eMB Basic allows

users to perform many

non-financial features

Typically: changing passwords,

querying logs, changing personal

information, etc Or other related

account activities: balance query,

transaction query, etc

notifications:free

eMB

Advance

A service package with many

financial & non-financial items

Include

➢Savings

➢Money transfer transactions:

same bank, interbank, transfer via

card, transfer via mbs, make

internal money transfer in batches,

➢Bill payment function

➢Card utility: Activate the lock,

and open the card

➢Receive & transfer money

internationally

➢And all the features of the basic

eMB Basic plan

10,000VND/month

Free - Hard token

fee: 300,000VND

- Soft Tokenfee: free

Table 3: I-banking system at MB Bank- Phung Hung Branch

3.2.3 Current situation of Internet Banking services at MB Bank - Phung Hung

Branch.

With the goal of becoming a digital enterprise, over the past five years, MB hasfocused on mastering technology and promoting services and products on digital channels.Compared to the total number of 380 million transactions in 2021, MB Bank reached 1billion transactions on digital channels, with a transaction turnover of about 8 million billionVND in 2022 The completion of the financial ecosystem and the drastic implementation ofthe digital business strategy has helped MBB prosper even in the difficult period of theeconomy due to Covid-19, achieving spectacular growth in the whole width both depth.According to MB's leadership, the bank considers digital transformation an inevitablejourney, in which the main measure for digital transformation is the number of customersusing the service, the number of transactions on digital channels, and the outstandingexperience of customers

MBB is one of the few banks in Vietnam to develop digital banking towardsself-reliance in building information technology staff and technology autonomy As a result,this bank possesses the flexibility and speed in building digital services according to theactual needs of customers

“MB's core banking is developed by an in-house IT engineering team, instead ofdepending on a third party This allows the bank to proactively upgrade and update features

on the app and Internet Banking system within 24 hours,” said an MB representative

Following the direction set out by MB, MB Bank, Phung Hung branch, has alwaysbeen active, increasing the issuance of credit cards along with supporting customers toregister for free internet banking services as well as use the App MB bank

3.3 General assessment of the situation of improving Internet Banking services at MB Bank – Phung Hung Branch.

3.3.1 Result achieved.

● In 2017 - 2021:

Chart 2: The number of Internet banking accounts and the number of transactions at Phung

Hung Branch Transaction Office from 2017 to 2021

From the above data table, it can be seen that the number of Internet banking accountsand the number of transactions at Phung Hung Branch Transaction Office increased steadilyand continuously for 4 years from 2017 to 2020 Especially in 2021, the number oftransactions is nearly doubled compared to 2020 and can increase from 2,635 accounts to5,285 accounts and from 9,684 transactions to 15,899 transactions This great development iscaused by the covid-19 pandemic that broke out in Vietnam and around the world, althoughcausing many difficulties for the economy and negatively affecting people's standard ofliving, was a push to promote the development of non-cash payments

● In 2021 - 2022

Table 4: Number of customers and revenue by a number of products holder