Developing of e banking services at BIDV bac ha branch

9 at BIDV-Bac Ha Branch...8 Figures 5:Photos of customers registering for E- Banking service at BIDV - Bac Ha branch...9 Figures 6: Interface image of Smart Banking application of E-bank

Professional bachelor degree

in Finance-Banking-Insurance(Customer relationships management)

WORK PLACEMENT REPORT

Joint stock commercial bank for Investment and Development of Vietnam

Slogan: Sharing opportunities - successful cooperation

PROJECT REPORT DEVELOPING E-BANKING SERVICES OF BIDV-BAC HA

BRANCH

Names of student: DAO Le-Phuc

Tutor at TMU: Mrs.NGUYEN Thi-Minh-Thao

Tutor at (Company): Mrs.NGUYEN Thi-Vui

Hanoi – 2020

TABLE OF CONTENTS

TABLE OF CONTENTS i

LIST OF TABLES iii

LIST OF FIGURES iv

ACKNOWLEDGEMENTS v

INTRODUCTION vi

PART 1: OVERVIEW OF BIDV AND THE INTERNSHIP 1

1.1 Company: 1

1.1 Overview of BIDV 1

1.2 Overview of BIDV-Bac Ha Branch 2

1.2.1 Overview of host firm 2

1.2.2 Business result 3

1.3 Introduction of the internship: 4

1.3.1 Introduction of my internship: 4

1.3.2 Objectives 5

1.3.3 Research Methodology 5

1.3.4 Audience and research scope 5

1.3.5 Schedule [and Budget (if any)]: 5

PART 2: INTERNSHIP IMPLEMENTATION AT BIDV- BAC HA BRANCH 7

2.1 The internship position, responsibilities and tasks 7

2.1.1 Department structure and internship position 7

2.1.2 Business procedure and work placement responsibilities 8

2.1.3 Daily tasks 9

2.2 Some business cases 9

2.2.1 Case No1 (failed - customer risk) 9

2.2.2 Case No2 (failed – customer’s needs) 10

2.2.3 Case No4 (successes) 11

2.2.4 Case No5 (risk and loss) 12

2.3 Service analysis 13

2.3.1 Customer research 18

2.3.2 Telesales 25

2.3.3 Promotion activities 28

2.3.4 Competitor analysis 29

2.3.5 SWOT analysis 36

2.4 KPI and KPR 42

2.4.1 Key performance Indicator – KPI 42

2.4.2 Key performance results – KPR 43

2.4.3 Assessment and recommendations 43

PART 3: INTERNSHIP ASSESSMENT 46

3.1 The difficulties encountered 46

3.1.1 Analysis the difficulties encountered 46

3.2 Internship gained 47

3.3 Career plan 48

CONCLUSION 50

APPENDICES 52

QUESTIONS 53

LIST OF REFERENCES 55

LIST OF TABLES

Table 1: The results of business activities in 2019 of BIDV- Bac Ha branch 3

Table 2: The business of products and services of BIDV-Bac Ha branch in 2019 4

Table 3: Internship plan at BIDV- Bac Ha Branch 5

Table 4: Analysis of competitors of BIDV-Bac Ha Branch 30

Table 5: SWOT analysis 40

Table 6: Combining the elements of the SWOT matrix 41

LIST OF FIGURES

Figures 1: BIDV branch image and directions map to BIDV-Bac Ha branch 2

Figures 2: Organizational structure and departmental diagram of BIDV- Bac Ha branch 3

Figures 3: Employee diagram of a customer transaction department at BIDV - Bac Ha branch 7

Figures 4: Internship position, Counter No 9 at BIDV-Bac Ha Branch 8

Figures 5:Photos of customers registering for E- Banking service at BIDV - Bac Ha branch 9

Figures 6: Interface image of Smart Banking application of E-banking services at BIDV 13

Figures 7: Go to Vinmart market right on the mobile application 14

Figures 8: Steps to register for E-Banking services at counter 17

Figures 9: Steps to sign up for E-banking online 17

Figures 10: Steps to register for E-banking services through BIDV's app 18

Figures11: Survey chart of the number of customers using BIDV e-banking services 19

Figures 12: Survey the products of e-banking services at BIDV used by customers 19

Figures 13: Survey the purpose of e-banking services at BIDV of customers 20

Figures 14: Survey customers about BIDV ratings through the level of satisfaction of BIDV's services according to the following criteria 21

Figures 15: Surveyed on the problems customers encounter when using BIDV e-banking services 22

Figures 16: Survey importance of a number of criteria when choosing to register to use e-banking services 23

Figures 17:Survey chart of a scale of 1 to 5 in terms of service quality in branch, BIDV transaction office that customers regularly trade 24

Figures 18: Some contributions of customers to e-banking services of BIDV 25

Figures 19: Customer's occupation is using BIDV's services 25

Figures 20: Photos of me and my colleagues when telesales at the bank 25

Figures 21: BIDV bank staff donated VND 500 million to prevent covid-19 disease for the central lung hospital 52

Figures 22: Beauty discount Voucher when registering for E-banking services of BIDV 52

10% discount on service fees at Nevada beauty salon 52

Figures 23: Voucher discount when eating out at a restaurant when signing up for E-banking services of BIDV 52

Discount 10% of total cost when eating seafood at My Hanh restaurant 52

Figures 24: Book a flight via BIDV E-banking 52

Refund 10% when booking air tickets of Vietnamairline, Vietjet Air, Jetstar through BIDV 52 Figures 25: Voucher of E-banking system discount when purchase of home appliances when registering e-banking services of BIDV - 50% of total bill when buying at Lock & Lock home appliances system 52

During the internship and research at the Bank for Investment and Development ofVietnam – Bac Ha Branch, thanks to the support and consultation of the credit officer,customer transaction staff, thanks to the enthusiastic guidance of Mrs.Nguyen Thi Minh Thao,

I have added knowledge of the basic operation of the Bank in general and products of banking services in particular at the bank I have 4 months of learning, access to a wide range

e-of banking services and access to clients at the bank, understand and grasp the needs e-ofcustomers Combining the knowledge and reality learned on the school, along with the effort

of myself helped me complete essays This is also an opportunity for me to accumulateknowledge and experience for my future work However, in the course of the internship andthe thesis, I had a lot of trouble and embarrassment due to the lack of knowledge andexperience, as well as due to the Covid-19 translation that caused a lot of my work to belimited, so I look forward to receiving sincere, objective reviews from teacher so that mythesis is perfected and better

Through that, I want to give sincere and profound thanks to administrators of theUniversity of Commerce and the University of Toulon Var for allowing me to experience thenecessary knowledge completely in a healthy and rewarding environment This is a greatopportunity for me to study and navigate for future work I would also like to thank thefaculty of Finance – banking teachers who have trained, guiding me with their preciousknowledge for me throughout the time I study at school In particular, I express my profoundgratitude to my dissertation instructor- Mrs.Nguyen Thi Minh Thao for helping, guiding andcorrecting the flaws that help me accomplish my thesis At the same time, I thank everyonewho has all the employees working at BIDV- Bac Ha branch and Mrs Nguyen Thi Vui, Mr.Nguyen Vinh Hung and all members of the transaction office in particular have guidedenthusiasm for me during my internship at BIDV- Bac Ha Branch

I hereby assure the figures in my thesis are true

I sincerely thank you!

In recent years, Vietnam's economy has made positive transitions, in line with thedevelopment of the world All sectors of the economy have made new steps boldly, stronglyand have also achieved certain success The 4.0 revolution broke with the appearance of newtechnologies In order to survive and develop Vietnamese banks have the best efforts to keeppace with the banking process, besides the completion of traditional services, graduallyexploiting and access to modern banking applications, digital technology, continuousimprovement, diversification , improving the quality of its services, meeting the requirements

of enhancing competitiveness, integration and development, help users can automateconsumer financial services, bring solid and low risk turnover, and increase the level of trustand attracting customers , retain customers ' use of the services of the bank In Vietnam, sinceintegration with the world economy, some banks have successfully adopted the inclusion oftechnology into customer service; among them the first bank to pioneer in the field of e-banking is BIDV Established in 1957, BIDV Bank always has the key role in the Vietnambanking system E-Banking service is also quite new in Vietnam, but with the strongdevelopment of information technology, this will surely be the mainstream services ofcommercial banks in the future Most of the domestic banks are now actively developing thisservice, but many have not yet removed For the bank of Bidv-Bac Ha branch, the new branchwas established in late 2016.However, compared with the affiliated branches of BIDV in thearea of Ha Noi , BIDV-Bac Ha branch is still a small branch, operating time is nearly 4 years,

so for sustainable development, business banking e-service needs to improve reliability,satisfaction level, affirmation of the trademark of BIDV and capture the needs of customersfor BIDV's e-banking service Prior to the actual situation in Hanoi, the assessment ofelectronic banking services at BIDV-Bac Ha branch to find the right solutions to developelectronic banking services to better meet customer demand is the urgent requirement is beinglaid out

From that practice I boldly selected the topic " Developing of E-Banking services atBIDV-Bac Ha Branch”

PART 1: OVERVIEW OF BIDV AND THE INTERNSHIP

 Slogan: "Sharing opportunities - successful cooperation"

 BIDV's brand awareness colors are three colors: Blue, Red (M: 100; Y: 100) and

White In which: Blue is a symbol of the future, hope and development Red is the color ofthe national flag of Vietnam and also the color symbolizing strength, enthusiasm and passion.White is the color that represents transparency and integrity - the basic value of the bankingindustry This is also the foundation for the principles of action, the inspiration that BIDVwants to convey to officials, shareholders, customers and the community

 BIDV's position:

- BIDV has always been a pioneer bank in implementing major economic policies andmonetary policies of the Government and the State Bank of Vietnam; has the scales of totalassets, charter capital, distribution channel network, outstanding loans, and capitalmobilization among the Top 3 largest banks in Vietnam

 Scope activities: Bank, Insurance, Securities, Financial investment

- The title of Labor Hero in the renovation period

- Top 1000 best banks in the world according to The Banker's ranking (from 2010 topresent)

- Top 100 best banks in Asia by FA ranking (2007 to present)

Source: http://maf.vn/ngan-hang-tmcp-dau-tu-va-phat-trien-viet-nam-bidv.html

1.2 Overview of BIDV-Bac Ha Branch

1.2.1 Overview of host firm

Figures 1 : BIDV branch image and directions map to BIDV-Bac Ha branch

With the approval of the Governor of the State Bank of Vietnam in Official Dispatch

No 2821 / NHNN-TTGSNH dated April 21, 2016, the Bank for Investment and Development

of Vietnam (BIDV) will officially launch its Bac Ha Investment and Development Joint StockCommercial Bank since October 10, 2016

 Full name: Joint stock commercial bank for Investment and Development of Vietnam

- Bac Ha branch

 Abbreviated name: BIDV Bac Ha branch

 Head office's address: 789 Corporation Office Building, No 147 Hoang Quoc VietStreet, Nghia Do Ward, Cau Giay District, Hanoi City

 Phone: 043.7622222 / 043.6722222 - Fax: 043.6800000

 Establishment decision: No 1431 / QD-BIDV dated May 13, 2016

 Business registration certificate: No 0100150619-213 by the Department ofPlanning and Investment of Hanoi City on October 4, 2016

 Business activities: Trading in currency, credit, banking services and other activitiesstated in the Regulation on organization and operation of the branch of Joint StockCommercial Bank for Investment and Development of Vietnam

 BIDV-Bac Ha branch is a grade-I branch, branch number is 118, under VietnamBank for Investment and Development, and is the legal representative of Vietnam Bank forInvestment and Development with a child Stamp, have a summary of assets, dependentaccounting in the system of Joint Stock Commercial Bank for Investment and Development ofVietnam

Source: Internal issue document of BIDV-Bac Ha branch

Figures 2 : Organizational structure and departmental diagram of BIDV- Bac Ha branch

1.2.2 Business result

Table 1: The results of business activities in 2019 of BIDV- Bac Ha branch

Unit: Billion dong

No

2019

Calculate the annual growth rate

2 Outstanding Credit

Balance 1978.81 2,390.36 3,188.90 33.41% 26.94%

3 Capital mobilization at the

end of the period 2,039.52 2,962.10 3,671.91 23.96% 34.18%

4 Average capital

5 Outstanding credit balance

at the end of the retail

Internal management Blocks Internal Management Division General Planning Department Finance and Accounting Department Administrativ

e department

Computing Department

Deputy Director 2

Wholesale Blocks

Corporate Customer room Customer Relationship Offices

Deputy Director 3 Retail Blocks

Individual customer Room Credit

Non- credit

Directly dependent blocks

Trung Yen Transaction Nghia Tan Transaction

Table 2: The business of products and services of BIDV-Bac Ha branch in 2019

Unit: Million dong

2018-2019

Calculate theannual growth rate

of the products and services of the branch that is only based on the plan of navigation tooperate just enough, so there is no big breakthroughs The branch has implementedcentralized marketing, however it has not been planned periodically throughout the year, butonly when there is a reminder of the leader board

=> BIDV needs to have innovative marketing strategies, upgrade technology andinfrastructure, have clear orientation for future plans, need to focus on development of creditservices and electronic banking services, increasing market share in the field of digitalbanking

1.3 Introduction of the internship:

1.3.1 Introduction of my internship:

 Why the topic?

The world is on a growing, more and more service utilities, technology is appearing inmany areas such as shopping, dining, consumer Vietnam is developing country, thedevelopment of science and technology that especially information technology andtelecommunications has made a revolution in trade During the 4.0 revolution we canrecognize that traditional business methods have been gradually being replaced by a newmethod, which is e-commerce -a combination of information technology and the Internet E-commerce has launched an effective solution, a direct direction in the exchange of

information, goods, services and the expansion of market size, market without borders Therevolution of this market size has become the motivation for a revolution in the bankingindustry towards a payment system in line with the requirements of the e-commerce market tointegration with regional and international organizations Finding a comprehensiveprofessional solution to conduct e-commerce, integration with the global economy is a verynecessary thing for our country In order to survive and develop Vietnam banks must have thebest efforts to keep pace with the banking process, besides the completion of traditionalservices, to focus on developing modern banking applications , continuously improving,variegation, enhancing the quality of its services, meeting the requirements of enhancingcompetitiveness, integration and development The E-Banking service is also quite new inVietnam, but with the development of information technology, this will surely be themainstream services of the future commercial banks From that practice I chose the topic

"Developing of E-Banking services of BIDV-Bac Ha branch”

1.3.4 Audience and research scope

 Object: Electronic banking service at BIDV-Bac Ha Branch

 Space: At Bank for Investment and Development of Vietnam

 Time: In time from 3/2/2020-8/5/2020

1.3.5 Schedule [and Budget (if any)]:

Table 3: Internship plan at BIDV- Bac Ha Branch

From: 06/02/2020

To:10/02/2020

Task 1 / Mission 1: Learn

about the products of banking service at branch

e- Grasp the types of products of electronic banking service, understand the difference of each product type to be able to advise

customers the most accurate informationFrom:11/02/2020

To:13/02/2020

Task 2 / Mission 2:Learn

about the real-service business status of e-banking

at BIDV-Bac Ha Branch

 Find out the inadequacies in developing service at the branch, from which to orientation for my thesis

(15/02/2020-08/05/2020) become a teller, support customers to register for electronic banking services, answer questions to

customers about difficulties customers are experiencing

 Telesales 30/04/2020)

(06/04/2020 Call Customer ServiceReceive customer calls, assistwith answering customer inquiries

who are on BIDV account 840 customers decided to sign up for e-banking services,

1100 customers responded they would think about signing up for electronic banking services

 I also get 560 calls from clients to ask for advice, assistance or complaints

From: 18/02/2020

To: 03/04/2020

Task 4/Mission 4:Learn about the incentive policy andpromotion of BIDV

= > Offers promotion strategy

 Get to know the incentives policies of BIDV

 After implementing the promotion strategy:

940 customers after being consulted agreed toregister for electronic banking services of BIDV, they are very pleased and enjoy the policy of the Bank's incentives

From:28/02/2020

To:30/04/2020

Task 5/ Mission 5: Customer

survey

 520 Customer reply to the survey, in which

218 customer fills out the survey table at the counter and 312 customers fill out the survey

by me on the social networking siteFrom:01/03/2020

From:16/04/2020

To:30/04/2020

Task 8/Mission 8:Gather the

data and documents you seek develop for the thesis

 Through data collected during the internship, making proposals for banks and BIDV-Bac Ha to develop E-banking serviceFrom: 01/05/2020

PART 2: INTERNSHIP IMPLEMENTATION AT BIDV- BAC HA

BRANCH

2.1 The internship position, responsibilities and tasks

 Internship unit: BIDV - Bac Ha branch

 Internship address: Address: 789 Corporation Office Building, No 147 Hoang QuocViet Street, Nghia Do Ward, Cau Giay District, Hanoi City

 Fax: 043.6800000

 Project: Developing E- banking services of BIDV-Bac Ha Branch

 Direct guidance officer: Nguyen Vinh Hung, an officer specializing in credit plate, Banking

e- Officer receive internship: Nguyen Thi Vui

2.1.1 Department structure and internship position

Source: internal issue document of BIDV-Bac Ha branch

Figures 3: Employee diagram of a customer transaction department at BIDV - Bac Ha branch

The transaction office at BIDV Bank of Bac Ha branch has 14 officers:

Including 10 tellers, 1 guard, 1 police protecting money, 1 head of credit department, 1head of accounting department

 1 person administrative division working on clerical and expenditure accounting

BIDV- Bac Ha branch has 10 transaction counters, in which from the counter number 1

to the counter number 8 is priority for cash withdrawal or money transfer, savings deposit,payment authorization

Deputy Director

Credit department

Individual

customers Corporate customers

Accounting department

Treasury control Expenditure accounting

Administrative department

Clerical Guard,police protecting

money

Transaction counters 9 and 10 respond to transactions related to opening an account,opening a card, providing electronic banking services, changing account holder data such asphone number, ID ….

Internship position: Teller at No 9, customer transaction office, credit department atVietnam Investment and Development Joint Stock Commercial Bank, Bac Ha branch

Figures 4: Internship position, Counter No 9 at BIDV-Bac Ha Branch

After the customer completes an application file for opening an account or registering touse e-banking services, depending on the individual customer or corporate customer, I willgather the dossier to transfer to Personal or business customers' room to open CIF, updatepersonal information such as name, ID, gmail , then the application will be brought back tothe counter, staff will Enter the CIF number to register e-banking services for customersFor customers requesting a smart banking password or 1 number of requests forstopping or registration using new electronic banking service, employees need a deputy orhead of transaction office confirmation to give back the password, open account or changecustomer information

2.1.2 Business procedure and work placement responsibilities

Business procedures:

1 For transactions at counters:

I provide customers with the registration form for using electronic banking services ofBIDV (Registration form for using the service, Sample for changing information on using theservice)

Application file for registration of account opening or use of electronic bankingservices:

- Valid identity card or passport;

- Business registration certificate for customers being legal entities;

- Registration form for using the service

- Terms of use

- Customers open accounts at BIDV

- Register and sign an Internet Banking service contract of BIDV

- Customers have devices connected to the Internet to use the service

=> Customers can use e-banking services after 15- 30 minutes after the transaction atcounters

2 For customers who register for online services:

Visit website: https://ebank.bidv.com.vn/DKNHDT/

- Fill in the bank's form

- BIDV counselor will call to confirm information and service registration

- Complete

 Responsibilities during the internship:

- Costumes suitable for the working environment

- Grasping information about the bank's services

- Professional working attitude, heat situation, honestly

- Accurate customer support

- Find out clearly what customers are looking for in order to have timely supportsolutions

2.1.3 Daily tasks

 Instruct customers to open an account at BIDV- Bac Ha branch

 Advise customers of the bank's existing e-banking service packages, advice onpromotions to customers

 Instructing customers to register for the service at their request, helping customersprint a copy of their identity card, passport

 Stamp of banks into the new service registration documents,

 Troubleshooting, answer the questions of customer’s during the process of using banking services of BIDV

e- Enter the data of customers who register to open a new account and register for newservices weekly to send to the Head of

 Handing over ATM cards, credit cards for customers

 Receiving and resolving customer complaints within the permissible competence,ensuring information confidentiality for customers Settle customer-focused complaints andinquiries on the Bank's basis and ensure the Bank's reputation

 Conduct the necessary transactions to meet customer needs such as opening andmanaging accounts, issuing card, cash collection and payment

Figures 5:Photos of customers registering for E- Banking service at BIDV - Bac Ha branch

2.2 Some business cases

2.2.1 Case No1 (failed - customer risk)

 Information about financial products and services: Smart-banking, BSMS, BIDV

Online

 Customer information (real): LE VAN DIEM

1 Customer portfolio: Individual customers

2 CIF number (customer number in the banking system): 12234885

3 Age: 34

4 Gender: Male

 Risk of customers: customers who use the account in the bank, current customers

are using the service BSMS, Smart banking, BIDV online

 However, customers want to cancel the registered services, because they are nolonger able to use the phone number being used in Vietnam, the BIDV system cannot sendOTP codes given to customers

 Negotiations and results:

 I ask which phone number the customer will later use abroad, can I update the newphone number to the system so that he can easily track the account balance and transactions

=> Customers still use the account BIDV account; open a visa card of the bank, butcustomers still request to cancel BSMS, Smart banking and BIDV online services at the bank

to save service fees

2.2.2 Case No2 (failed – customer’s needs)

 Information about financial products and services: E-Banking

 Customer information (true): DO THANH TUAN

1 Customer portfolio: individual customer

2 CIF number (customer code in the banking system): 11176090

3 Gender: Male

4 Age: 56

 Risk of customers: Older customers, not technology-savvy

 Negotiations and results:

 This is a new customer opening an account at a bank, after the customer as anaccount opening contract, I advise clients on the benefits of using e-banking such

as :transactions without going to the counter, checking account balances, sending savingsonline , pay electricity and water online, withdraw money at the ATM without cards…

 However, customers tell customers not to use electronic devices

=> Customers only agree to open cards, not register to use electronic banking services

2.2.3 Case No3 (successes)

 Information about financial products and services: BSMS, Smart-banking, BIDV

Samsung Pay

 Customer information (real): DO THI THANH NGAN

1 Customer portfolio: individual customers

2 CIF number (code number customers in the banking system): 99433220

3 Gender: female

4 Age: 35

 Risk of customer : New customers, have not yet learned about BIDV's services

 Negotiations and results

 This is a newly opened customer account at BIDV, customers wishing to register forelectronic banking services However, customers are mistaken between BIDV online andSmart banking, I need to consult customers about the difference between the two services

 Customers have requested to open Etrans and Master cards; however, I advised them

to use Samsung pay for more convenience when making payment at ATM or POS without aphysical card

=> Customers opening new accounts, using 1 number of BIDV services such as smartbanking, BSMS, BIDV Samsung pay, opening Etrans card and 1 Mastercard card

2.2.3 Case No4 (successes)

 Information of financial products and services: BSMS, BIDV online, Smart

banking

 Customer information (true): • STAR JIN E&C joint STOCK COMPANY

1 Customer Portfolio: Corporate customers

2 CIF Number (customer number in banking system): 13254079

3 Company Information:

- Address: 5th Floor An Phu Building, 24 Hoang Quoc Viet, Cau Giay, Hanoi

- Share capital: 50 billion

- Transaction name: STAR JIN CO., LTD

- Abbreviation: STAR JIN CO., LTD

- Legal representative: CHO YONG JIN

- License Date: 26/12/2016

- Business License: 0107680439

- Field of operation: House building types

- Phone: 0911806666

 Risk of Customer: The Company has leader as a foreigner, 2 founders and a person

who lives and works in Korea to contribute capital and a person who directly operating thecompany in VietNam The company has 3 signatures, capital donors in Korea, directexecutive directors and chief accountant, when the chief accountant transfers money, OTPwill send to the director machine to confirm the transfer However, when registering to open

an account and registering at the Bank, director in Vietnam to update wrong information,register the wrong signature of the contributor who is in Korea as the signature of the mainleader, performing transactions can't be performed due to OTP mistakenly transferred ofpeople working in Korea, and no authorization to transfer money or transaction

 Negotiations and results:

 Request customer to make additions to amend the service, change the phone number

on BSMS, BIDV online

- Fill in the signature change profile, with the company's confirmation mark

- Change the legal representative of the company, the user information

= > According to form 15 (proposed change of business online banking), customershave changed the information to fit the needs of the business

2.2.4 Case No5 (risk and loss)

 Information of financial products and services: Smart Banking

 Customer information (true): DANG THI HOAI LINH

1 Client directory: Individual customer

2 CIF Number (customer number in banking system): 13483620

3 Gender: Female

4 Age: 28

 Risk of customer: The client mistakenly transferred 20 million on the smart banking

system due to entering the wrong account number At the same time,the account was minus the money for unknown reasons

 Negotiation and results:

For the client to transfer mistakenly 20 million:

 Conduct inspection, review and notice to the account's governing bank receiving funds for processing

 Request customer to provide account, ID, Sender account number, beneficiary account number, transaction time

 Contact the account holder to receive the money, request a refund If the account number of the person was mistakenly having the available balance, the money will be

refunded, if the mistakenly transferred person has withdrawn the funds from the account, there is no possibility of payment, I need to contact the governing bank to contact the

customer directly refund, if not will work with the public security or competent authority to refund the money to the customer

 For customers who have been deducted from the account for the unknown cause:

 Ask the customer to provide information account number, the time of receiving the message minus the money, the statement of the customer has paid in the above time period, I noticed the amount the customer lost is 2.4 million VND is deducted after the customer clicks

on a foreign site and the customer says she does not use this site, however she says she uses a credit card for online purchase on the net

 Ask the customer to make a complaint, advice the customer about rework the credit card, as the customer may have been exposed the CVV code of the credit card, resulting in thestolen information and at the risk of payment Customer guidance on providing the CVV code

to reputable, card-only websites in reputable establishments, or must be present when

performing transactions

= > Customer rework credit card and cancel old card, register to add BSMS service and

be refunded 20 million after one day from the moment of execution of the transaction at the counter

 Risks and losses

 Because the customer provides the CVV code of the credit card to the unrepeatable website, which leads to exposing the information and experiencing the risk of payment, the account of the customer is deducted VND 2.4 million is due to the customer's fault In this case, the bank will not reimburse the customer for the amount to be lost This is the risk that customers encounter when accessing non-reputable websites, not using SMS OTP for credit card, which would lead to the bad people can use account without the need to pass the

transaction authentication step

2.3 Service analysis

Concept of electronic banking:

E-banking service is a type of banking service based on information technology and telecommunications Modern service that allows users to check information, perform

transactions or services that banks provide to customers via the Internet or telecommunicationnetworks to perform information queries about accounts, transfer money, pay bills, open online accounts, register to open cards if people use E-banking and customer do not need tocome to the bank but still be able to perform transactions

Souces: smart-banking-thanh-toan-gi-cung-duoc-co-ca-tro-ly-ao

https://vnreview.vn/tu-van-di-dong/-/view_content/content/2452617/danh-gia-ung-dung-bidv-Figures 6 : Interface image of Smart Banking application of E-banking services at BIDV

In the era of technology 4.0, in order to survive and develop Vietnamese banks,especially BIDV must make every effort to catch up with the process of bank modernization,

in addition to perfecting the traditional operations, BIDV need to focus on developingmodern, banking applications, constantly improving, diversifying and improving the quality

of its products and services, meeting the requirements of improving competitiveness,integration and development In order to compete with domestic and foreign banks, BIDV hasmade changes and developments in e-banking services to retain customers, helping customerspay quickly without going to the transaction counters directly

In BIDV e-banking system, there are some services: BSMS, BIDV Bankplus, banking, BIDV Online

Smart-Source:

https://www.bidv.com.vn/bidv/ca-nhan/khuyen-mai/ngan-hang-so/uudaidaihanebanking

The use of e- banking services gives consumers special benefits such as:

1 Discount 70% of remittance fee on electronic banking system to encourage cash transactions to prevent Covid-19

non-As one of the pioneering banks in encouraging cashless transactions to prevent thespread of viruses during the Covid-19 season, from February 25, 2020, BIDV has reduced thetransfer fee by more than 70% Money outside BIDV system, applied for transactions ≤ VND500,000 on electronic banking channel at BIDV. This is also the deepest fee reduction and iscurrently the lowest among commercial banks with state capital.

From April 1, 2020, in order to continue contributing to the whole Party and the people

to win the Covid-19 pandemic, BIDV will continue to reduce the transfer fee outside theBIDV system, specifically; the new rates will apply as after:

Transaction applicable Transactions ≤ 500,000 VND 500,000 VND <Transaction ≤

2.0000.000đChannel applied BIDV SmartBanking, BIDV

Online, ATM, Bankplus

BIDV SmartBanking, BIDV Online, ATM, BankplusPost-adjustment fee

2. Go to Vinmart market right on the mobile application

Source: www.bidv.com.vn

Figures 7 : Go to Vinmart market right on the mobile application

In order to serve customers with safe shopping during the complicated Covid-19epidemic days, the whole population had to implement social spacing; BIDV has integratedboth Vinmart supermarkets into BIDV SmartBanking application, currently applying Used inHanoi and Ho Chi Minh City. Not only aims to serve users during the epidemic season but themost important factors are guaranteed service quality, stable prices, convenience to meet theneeds of consumers on the online platform

3 reasons to experience Vinmart Online right on BIDV SmartBanking:

- Abundant food products, clear origin from Vinmart supermarket system

- Prompt delivery within 2-3 hours.

- Free shipping with invoices over 500,000 VND

To experience, customers only need to update the latest version of BIDV SmartBanking

on the Apple Store (the version for Android OS will be provided by BIDV in the next fewdays) and perform a few simple steps below :

+ Step 1: Log in BIDV SmartBanking application on mobile phone

+ Step 2: Select the function "VnShop"

+ Step 3: Choose the stall "VinMart: Supermarket at home", select the goods and add tothe cart

+ Step 4: Check the shopping cart information and verify payment. The process of

"Online shopping" is successful

Certainly, the feature of VinMart Online on BIDV SmartBanking application will be aneffective support for BIDV's customers in this season

3 The refund program for newly registered customers of BIDV SmartBanking and BIDV Online

The refund program for newly registered customers of BIDV SmartBanking and BIDVOnline was launched from February 14, 2020 to encourage and support customers to enhancenon-cash payment transactions, ensure health and safety health of individuals andcommunities during the Covid-19 epidemic season

With the support of a large number of customers, the program is expected to run out ofpromotion budget before the deadline, therefore, BIDV is pleased to announce the

implementation of the promotion program until April 7, 2020.   The program ends on April 8, 2020.

Other incentives for online transaction customers are still valid such as: Add interestrate of 0.2% / year when sending money online; Discount up to 70% of online money transferfee outside the system; Free money transfer in support of the prevention of the Covid-19epidemic (to Account of the Central Committee of the Vietnam Fatherland Front atBIDV); Online transaction with BIDV contributed VND 1,000 to support hospitals, localities

to prevent and control Covid-19

4 With a total value of up to 6 billion, customers using products and services at BIDV will have the opportunity to:

 Receive 200,000 VND when becoming BIDV's Preferred Customers (averagebalance of deposits according to quarter from VND 1 billion), and also use one of theservices: BSMS, BIDV SmartBanking / BIDV Online or Card (from now until June 30,2019)

 Receive 20,000 VND when registering new services simultaneously: BSMS, BIDVSmartBanking / BIDV Online, Domestic / international debit card

 Enjoy many other attractive promotions for new customers who register to use theStudent, Payroll or Business account packages such as: free account management, transaction

refunds on BIDV SmartBanking / BIDV Online, 20% refund of electricity / water bill, freeissuance and annual fee when opening BIDV Card….

 Customers who use the E banking services and spend in the month without cash(June 2019) will be able to participate in the program of four brilliant seasons, the cardcarrying joy, with attractive promotions such as:

 Chance to win cars Mazda CX 5 2.0 worth VND 900 million and 10 trips to SouthKorea for 02 people worth VND 30 million / trip when participating in the lucky draw forBIDV international cardholders spending from VND 1 million

 06 Hitachi Inverter 589L refrigerators worth VND 51 million, 18 43-inch SonySmart TVsworth VND 10 million, 60 Sony Bluetooth headphones worth VND 1 million andtens of thousands of cash gifts of VND 50,000 for new customers and spending by BIDVdomestic debit cards

 Customers who are international cardholders spending overseas: free of foreigntransactions (refund 2.1% of transaction value, maximum of VND 2 million)

 International cardholders receive additional privileges when shopping online at thewebsites Adayroi.com, Tiki.vn, Shopee.vn or directly shopping at BigC, Co.opmar t, NguyenKim Electronics Supermarkets, Vinpro

 Electronic Banking Services (BIDV e-Banking)

 Free maintain for all services: BIDV Online, BIDV Business Online, BIDVBankplus, BIDV SmartBanking

 Bonus up to 0.2% / year interest rate when depositing Online

 No SMS token fee charged

 Earn points for exchanging gifts

 Customers earn points when transferring money, depositing with / without term andexchanging for valuable gifts from hundreds of famous brands Customers can look up andredeem reward points 24/7 when visiting https://ebank.bidv.com.vn/reward/#/ and logging inwith BIDV Online user

5 Incentives when connecting to e-wallets

From now until the end of June 30, 2019 when linking Moca e-wallet on Grab app,customers will receive a promotional code of VND 100,000 for the first non-cash transaction.First time customers linking MoMo wallet to BIDV account are also given preferentialpackages with a total value of up to VND 300,000

BIDV expects that the Bank's products and services will always bring customerspositive experiences, towards the general trend of society, contributing to the development ofthe cashless payment market

Receive the promotion package of 300,000 VND for super convenient payment on MoMo application:

Step 1: Download / register MoMo wallet by phone number here (skip if you already have the

Application);

Step 2: Login MoMo, enter the code " BIDV " at PROMOTION section

Step 3: Select IMMEDIATE LINK > Choose BIDV logo and select the link method and

follow the instructions;

Step 4: Choose DEPOSIT NOW (only from VND 10,000) from BIDV Money source to

verify the account (this amount can still be used normally)

After completing the 4 steps above, customers will receive 05 gift cards (total value of VND

300,000) from the MoMo application

Comment:

BIDV is the first bank to reduce fee of 70% of money transfer outside the system when

trading on electronic banking system to encourage customers to do transactions at home and

transfer to support the Vietnamese government during the time anti-epidemic Covid-19

BIDV is the first bank in combination with VIN to implement an online market to support the

government in quarantining the covid-19 epidemic, with incentives when customers register

and use e-wallets and register new ones E-banking services, attracting more customers to use

the service, banking subjects towards wider

=> BIDV has taken a very right step and deployed rapidly in improving technology,

diversifying many new services so that more people can access electronic banking services,

encouraging people to stay at home more Moreover, BIDV has joined hands with the

government to prevent the covid-19 epidemic in Vietnam

The process of registering E-banking services at BIDV

Customers can register the service from the counter or automatically register without

going to the bank's transaction point

 Method 1 - Transaction at the counter:

Figures 8: Steps to register for E-Banking services at counter

 Method 2: Register the service via website

Step 3

If the customer information is valid, the customer will receive a message of successful

registration.

Password and account will be sent

to the registered gmail

Step 4 Customers download the application, activate the service after receiving a notice of successful

nter the OTP code

Step 3BIDV counselor will contact you to verify information and support account opening

Step 4Customer receives notice of

successful automatic service registration from BIDV

Figures 9: Steps to sign up for E-banking online

Method 3: Register the service via BIDV's application

2.3.1 Customer research

Besides researching competitors and surveying the market, distributing leaflets In mydissertation, I prefer to use questionnaires to survey the needs of customers This is a lessexpensive method but it gives an objective view of e-banking services of BIDV in general andBIDV, Bac Ha branch in particular I use open-ended questions, fill-in questions and selectquestions respond to customer needs and information, thereby offering solutions to develope-banking services of BIDV, attract customers to use the service, improve product quality,survey customer need, thereby increasing BIDV's competitiveness in e-banking servicescompared to competitors, improving brand value, creating prestige and trust from customers ,retain loyal customers

I surveyed on 2 methods: Direct survey customers at transaction counters 9 of BIDV Bac Ha branch and survey via major social networks such as Facebook, zalo My reason 2survey methods were chosen because the covid-19 epidemic caused the number of customerscoming to the counter to decrease, so the selection of additional surveys on social networkingsites was necessary to obtain It is possible to have a larger number of data; it is possible tohave a more objective view of the needs and suggestions of customers of the branch as well ascustomers of BIDV when using electronic banking services Thereby finding solutions todeveloping e-banking services of BIDV

-Source: yOTj4Mmxr4l3NyX2ylYzzUIoedKyriX2q41UOjAozjA/viewform?usp=sf_link

Step 3:

Fill out personal information and

verification code.

Step 4:

Enter the OTP code.

Step 5:

Complete the login

information  Remember to remember your login account, password and information security.

There are 520 customers providing information, of which 208 customers fill out thesurvey at the counter and 312 customers fill out the survey I shared on social networking sites.There were 376 customers approaching to my survey on social networks, but only 325responses, achieving a response rate of 86.4% After collecting and checking, out of 325answers, only 312 answered eligible and 13 replies are excluded due to multiple blank cells.

Figures 11: Survey chart of the number of customers using BIDV e-banking services

According to the survey results, the number of customers using BIDV e-bankingservices is 318 people, accounting for 60.8% of the total number of people surveyed, thenumber of customers who do not use power banking services BIDV's customers were 202customers, accounting for 39.2% of the total number of people surveyed

Figures 12: Survey the products of e-banking services at BIDV used by customers

When surveying the products of e-banking services at BIDV used by customers, Iobtained the following results :

Among 318 customers using BIDV e-banking services:

1 BSMS has 30 customers, accounting for 9.4% 2

2 Smart Banking has 173 customers, accounting for 54.4 %

Yes No

3 BIDV Online has 65 customers using, accounting for 20.4%

4 BankPlus has 18 customers using, accounting for 5.7%

5 Samsung Pay has 17 customers using, accounting for 5.3%

6 BIDV Pay + has 8 customers using, accounting for 2.5%

7 VN Toupup has 7 customers using, accounting for 2.2%

=> The percentage of customers using smart banking is the highest (54.4%) and thelowest percentage of customers using is ToupUp VN (2.2%)

Figures 13 : Survey the purpose of e-banking services at BIDV of customers

Surveying the purpose of e-banking services at BIDV of customers, I obtained thefollowing results:

Among the 318 customers using BIDV e-banking services:

1 Bill payment with 44 customers, accounting for the rate of 13.8%

2 Direct deposit has 26 customers, accounting for 8.2%

3 Online savings deposit has 16 customers, accounting for 5%

4 Register e-wallet, buy online with 54 customers , accounting for 17%

5 Controlling account balance with 38 customers, accounting for 11.9%

6 All services have 136 customers, accounting for 42.8%

7 Payment without cards has 1 guest goods, accounting for 0.3%

8 Cash withdrawal without a card has 1 customer, accounting for 0.3%

9 Paying money to study TMU has 1 customer, accounting for 0.3%

=> The purpose of using e-banking services is very diverse, but through the chart wecan see the highest percentage of customers using all products of digital banking services with42.8% shows that the demand for products of customers is increasing and more diverse, notonly for a single product as before

Bill payment buy phone cards, movie tickets, train tickets…

Direct deposit Online savings deposit Register e-wallet, buy online Controlling account balance All services

Payment without cards Cash withdrawal without a card Paying money to study TMU

5.The satisfaction level of BIDV's services is based on the following criteria:

Very satisfied Satisfied Normal Unsatisfied

Figures 14: Survey customers about BIDV ratings through the level of satisfaction of BIDV's

services according to the following criteria

Information after I surveyed customers about BIDV ratings through the level ofsatisfaction of BIDV's services according to the following criteria:

Criteria 1: Diverse and convenient services (there are 84 customers are very satisfied,

105 satisfied customers, 111 customers are normal and 18 customers are unsatisfied)

Criteria 2: Competitive service fee (40 customers are very satisfied, 103 customers aresatisfied, 118 normal customers and 56 customers are unsatisfied)

Criteria 3: Incentives and promotions are regularly updated (there are 42 customers arevery satisfied, 94 satisfied customers, 140 customers are normal and 42 customers areunsatisfied)

Criterion 4: Professional, polite, enthusiastic, professional staff (97 customers are verysatisfied, 101 customers are satisfied, 98 customers are normal, 23 customers are unsatisfied)Criteria 5: The process of registration and processing of services is quick (there are 65customers are very satisfied, 96 customers are satisfied, 131 customers are normal and 27customers are unsatisfied)

Criteria 6: Network Wide network of branches and transaction offices (with 81customers are very satisfied, 94 customers are satisfied, 112 customers are normal and 27customers are unsatisfied)

=> Through the table above, we can see that the rate of customer dissatisfaction is lowcompared to other levels of satisfaction level, showing that BIDV's service is quite good,meeting customer needs, however, in all criteria; service fee is the ratio of the mostdissatisfied customers (56 people) Among the 6 criteria, the number of customers with themost is the criteria of professional, courteous employees, Enthusiastic and professional with

97 satisfied people

Never Rarely Sometime Regularly

Figures 15 : Surveyed on the problems customers encounter when using BIDV e-banking

5 Electronic banking link system - slow money transfer, customers do not receivemoney (53 customers answer are never, 95 customers answer are rarely, 109 customersanswer are sometime, 62 customers answer are regularly)

6 The consultant was not enthusiastic (121 customers answer are never, 106 customersanswer are rarely, 75 customers responded as sometimes, 16 customers answer are regularly)

=> Through the survey table, we see: software and system errors are the most commoncustomer reflection problem when using BIDV services, when out of 318 customers usingBIDV surveyed, there are: 139 customers who responded often encountered this error Afterthat, the transaction channel, online payment application and service fees are also problemsthat customers often encounter However, we can see that at BIDV, there are very fewproblems with the attitudes of service staff; the lowest rate of customer feedback aboutemployees is not enthusiastic in the criteria Invest more in technology and technology;improve the above issues in order to bring about satisfying services and services to customers.Importance of criteria after choosing to use e-banking services of BIDV

7 Importance of criteria after choosing to use E-banking services of BIDV

Not important Normal Important Very important

Figures 16 : Survey importance of a number of criteria when choosing to register to use

e-banking services

Importance of a number of criteria when choosing to register to use e-banking services:

1 Service fee (48 customers answer is not important, 126 customers answer is normal,

103 customers answer is important, 42 customers answer is very important)

2 Incentives and promotions (39 customers responded it was not important, 121customers answered it was normal, 118 customers answered it was important, 41 customersanswered it was important)

3 Customer service (25 customers answered it is not important, 93 customers answered

it is normal, 144 customers answered it is important, 57 customers answered it is veryimportant)

4 Prestigious brand (34 customers responded is not important, 73 customers arenormal, 119 customers are important, 92 customers are very important)

5 Diversity of utilities, online applications (14 guests Answer customer is notimportant, 61 customer answer is normal, 101 customer answer is important, 142 customeranswer is very important)

6 Transactions safety and confidentiality (8 customers answered it was not important,

79 customers answered it was normal, 105 customers answered it was important, 126customers answered it was very important)

7 Easy to use service use, convenient (15 customers answered is not important, 94customers answered is normal, 111 customers answered is important, 99 customers answered

is very important)

=> The diversity of utilities and applications is the criteria that many customers areinterested in and rated as the most important (with 142 people) out of 7 criteria whenchoosing to register for electronic banking services In addition, security criteria and easy-to-use services are also the criteria that many customers are interested in choosing electronicbanking services

Figures 17:Survey chart of a scale of 1 to 5 in terms of service quality in branch, BIDV

transaction office that customers regularly trade

According to a scale survey of 1 to 5 in terms of service quality in branch, BIDVtransaction office that customers regularly trade, I obtained the following metrics:

1 There are 4 customer respond to 1, accounting for 1.2%

2 There are 27 customer respond to 2, accounting for 8.4%

3 There are 121 customers respond to 3, accounting for 37.6%

4 There are 142 customers respond to 4, which accounted for 44.1%

5 There are 28 customers respond to 5, accounting for 8.7%

= > Through a survey on the satisfaction of 1 to 5 of the customer when the transaction

is registered at the site of the BIDV, I see, the customer Satisfaction Index is quite good,mainly at 3-4 points, the highest at 4 points (with 142 people, accounting for 44, 1%), fromwhich we can see the professionalism as well as enthusiasm of BIDV employees in theprocess serve and answer questions for customers BIDV should continue to promote andimprove the level, professionalism of employees, so that employees can also provide andsupport customers quickly most information that customers need