NÂNG CAO CHẤT LƯỢNG DỊCH VỤ THẺ TẠI CÁC CHI NHÁNH NGÂN HÀNG TMCP NGOẠI THƯƠNG VIỆT NAM - KHU VỰC TỈNH ĐỒNG NAI.PDF

B GIÁO DC VÀ ÀO TO
TRNG I HC KINH T TP. H CHÍ MINH




NGUYN HU TRNG



NÂNG CAO CHT LNG DCH V TH
TI CÁC CHI NHÁNH NGÂN HÀNG TMCP
NGOI THNG VIT NAM - KHU VC
TNH NG NAI



LUN VN THC S KINH T







TP. H Chí Minh - 2014
B GIÁO DC VÀ ÀO TO
TRNG I HC KINH T TP. H CHÍ MINH

NGUYN HU TRNG




NÂNG CAO CHT LNG DCH V TH
TI CÁC CHI NHÁNH NGÂN HÀNG TMCP
NGOI THNG VIT NAM - KHU VC
TNH NG NAI


Chuyên ngành : Tài chính – Ngân hàng
Mã s : 60340201




LUN VN THC S KINH T




NGI HNG DN KHOA HC:
PGS. TS. NGUYN TH LOAN

TP. H Chí Minh - 2014

LI CAM OAN




TS. 


/.

Nhn Trch, ngày 30 tháng 8 nm 2014
Tác gi lun vn




Nguyn Hu Trng

MC LC


L
L
M
D
D
D

LI M U 1
CHNG 1: C S Lụ LUN V CHT LNG DCH V TH TI
NGÂN HÀNG THNG MI 5
1.1. Khái quát dch v th ti các ngân hàng thng mi 5
1.1.1.  5
1.1.2.  6
1.1.3.  7
1.1.4.  10
1.2. Cht lng dch v th ca Ngân hàng thng mi 11
1.2.1.  11
1.2.2.   15
1.3. Mô hình nghiên cu v các yu t nh hng đn cht lng dch v th 16
1.3.1.  17
1.3.2.  24
1.4. Kinh nghim nâng cao cht lng dch v th ca mt s NHTM 28
1.4.1.  28
1.4.2.  29
1.4.3. 
 30
KT LUN CHNG 1 31

CHNG 2: THC TRNG CHT LNG DCH V TH TI CÁC CHI
NHÁNH NGÂN HÀNG TMCP NGOI THNG VIT NAM – KHU VC
TNH NG NAI 32
2.1. Gii thiu v t chc và hot đng kinh doanh ch yu ca các chi nhánh
VCB khu vc tnh ng Nai 32
2.1.1.  32
2.1.2.  32
2.1.3. K  33
2.2. Thc trng v cht lng dch v th ti các chi nhánh VCB khu vc tnh

ng Nai 34
2.2.1.    34
2.2.2.     
  40
2.3. Kho sát Ủ kin khách hàng v các yu t nh hng đn cht lng dch
v th ca các chi nhánh VCB khu vc tnh ng Nai 44
2.3.1.  44
2.3.2.  46
2.3.3. P 49
2.4. ánh giá cht lng dch v th ca các chi nhánh VCB khu vc tnh
ng Nai 57
2.4.1. C 57
2.4.2. 
 59
KT LUN CHNG 2 62
CHNG 3: GII PHÁP NÂNG CAO CHT LNG DCH V TH TI
CÁC CHI NHÁNH NGÂN HÀNG TMCP NGOI THNG VIT NAM
KHU VC TNH NG NAI 64

3.1. nh hng phát trin và nâng cao cht lng dch v th ca các chi
nhánh VCB khu vc tnh ng Nai giai đon 2015 - 2020 64
3.1.1.  64

3.1.2.  64
3.1.3.  65
3.2. Gii pháp nâng cao cht lng dch v th các chi nhánh VCB khu vc
tnh ng Nai 66
3.2.1.  66
3.2.2.  73
KT LUN CHNG 3 76

KT LUN 76
Tài liu tham kho
Ph lc

DANH MC CÁC CH VIT TT


Agribank 
ATM : Automatic Teller Machine  
BIDV 
 
HSBC 
MPOS 
NHNN 
NHTM 
PIN : Personal Identification Number  
POS : Point of Sale  

TMCP 
VCB/Vietcomabank 
Vietinbank 

DANH MC CÁC BNG BIU



1.1 
 : T
 2013
 :   
 :  
 : 
 : 
 : 
7 
8 
9 
10 
 
11 
12 : 

DANH MC CÁC HỊNH V,  TH



 : .
 : .
 : .
2.1 :   .
2 : 
  .
3  
-2013




1
LI M U

1. S cn thit ca đ tài:
  







- 

- 

 
             









t



2



Nâng cao cht lng dch v th ti các chi
nhánh Ngân hàng TMCP Ngoi thng Vit Nam - Khu vc tnh ng Nai

2. Tng quan các nghiên cu trc đây:



-   (2011),  hanh

 
  

-   (2013)
 - Khu


-  

Minh.
-  (2014) 



2. Mc tiêu nghiên cu:

3
              
 -  2013 
qua ph Nai.
 
- 


-  Nai.
3. i tng và phm vi nghiên cu:    

- Khu v  Nai -
2013.
4. Phng pháp nghiên cu:

- P
-  



                 
 
, 
 .
5. ụ ngha thc tin ca lun vn




 .
4
6. Kt cu ca lun vn:


Chng 1: C s lỦ lun v cht lng dch v th ti các ngân hàng
thng mi.
Chng 2: Thc trng cht lng dch v th ti các chi nhánh Ngân
hàng TMCP Ngoi thng Vit Nam - Khu vc tnh ng Nai.
Chng 3: Gii pháp nâng cao cht lng dch v th ti các chi nhánh
Ngân hàng TMCP Ngoi thng Vit nam - Khu vc tnh ng Nai.

5
CHNG 1
C S Lụ LUN V CHT LNG DCH V TH
TI CÁC NGÂN HÀNG THNG MI

1.1. Khái quát dch v th ti các ngân hàng thng mi
1.1.1. Phân loi th
1.1.1.1. Khái nim th ngân hàng
 

 

Thanh t b th l vic ch th s d th  th hi vi thanh t
t c im mua h h, d v.
C nhi lo th kh nhau nhng tt c nh l th n  c cu tr
gi nhau. Kh th chun c th l 96mm x 54mm x 0,76mm. M  c
th c c thng tin: Tn v bi  c ngn h ph h th; Lo th; B
nh i t (chip); S th; H v tn ch th; Th h hi l c th. M sau c
d bng t v bng ch k c ch th.
1.1.1.2. Phân loi th
T thu v tiu th phn lo m th  phn ra nhi lo kh nhau.
+ Cn c vào phm vi s dng: C hai lo th l:
Th n : l lo th  s d  r ti, thanh t v chuyn khn
cho c giao d thanh t trong ph vi m qu gia. Th th n 
l nh th ghi n c c  ph h v s d t h th my
ATM v m l c n v chp nh th .
Th qu t: l lo th khng nh s d  r ti, thanh t v
chuyn kh cho c giao d trong ph vi qu gia m c  d trn to

th gi ph h th qu t, t ch ph h th ph l th vin c t
ch th qu t, tun th ch ch c quy  trong vi ph h v thanh t
th do t ch qu tban hh.
6
+ Cn c vào ch th phát hành th: C hai lo th l:
Th do c ngn h ph h: l lo th  ph h bi c ngn
h.
Th do c t ch phi ngn h ph h: l lo th do c t ch qu
t ph h nh lo th n c  s d 
thanh t trn t c.
+ Cn c vào tính cht thanh toán: C bn lo th l,
Th ghi n (Debit card): l lo th cho ph ch th th hi giao d th
trong ph vi s d trn t kh tin gi thanh t c ch th m t ngn h.
Th tn d (Credit card): l lo th cho ph ch th  th hi giao
d trong ph vi h m tn d   c v ngn h
ph h th. Ch th ph thanh t  nh m tr n ti thi n h quy
 v s ph tr  ti c n theo m l sut th thu .
Th tr  (Prepaid card): l lo th cho php ch th th hi giao d
th trong ph vi gi tr tin n trong th, tng  v s tin m ch th  tr
 cho ngn h ph h th. Th tr  bao gm th tr   danh
v th tr  v danh. Ngo ra, th tr  c th s d i h th th
qu t, th chuyn ti, th thanh to ph l x h v th thanh t du l.
Th giao d v my Automatic Teller Machine (ATM): l lo th  s
d  th hi c giao d nh r ti, n tin, chuyn kh c my
ATM ho  ngn h.
1.1.2. Dch v th ca Ngân hàng thng mi



 Giao dch ti máy rút tin t đng


 

7
 






 Thanh toán ti các VCNT












1.1.3. Li ích t dch v th
1.1.3.1. i vi ngân hàng
Mang li nhun và hiu qu cao trong thanh toán

               





8


a dng hóa các loi hình dch v ngân hàng


 


Hin đi hóa công ngh ngân hàng, tng cng các mi quan h trong
hot đng kinh doanh ngân hàng








 


Tng ngun vn cho ngân hàng        



1.1.3.2. i vi ch th

Nhanh chóng, tin li


9







An toàn và hiu qu trong s dng
 


Tit kim và kim soát đc chi tiêu

       

 

1.1.3.3. i vi VCNT
Tng doanh s bán hàng và thu hút khách hàng  



 

An toàn, đm bo và gim chi phí bán hàng



hay sec.
10
             


Thu hi và quay vòng vn nhanh chng      
 
            


Hng u đãi t phía ngân hàng phát hành và ngân hàng thanh toán
th



1.1.4. Ri ro liên quan đn dch v th
  kh nng c th x ra c t tht v v
ch ho phi v ch c li ho  kinh doanh th  ch
r ro l ngn h, ch th v 
1.1.4.1. Ri ro v phía ngân hàng
Ri ro tín dng  x ra  c lo th t d khi ch th khng c
kh nng thanh t ho thanh t khy  c kh chi tiu. Nguyn nhn
gy ra r ro l do ngn h khng thm  k khh h khi x duy yu c
ph h th, khng s d cc bi php m bo cn thi ho ch th c t
gian l,
Ri ro v k thut pht sinh khi h th qu l th c s c li
x l d li, k n, b m h th c s d li, an ninh th ro k thu
c tc h r l, khng ch    m khh h, m ngn h m c
t h  c h th th. Nguyn nhn gy ra r ro ny c th do s c b kh

kh nhng c c n nhn ch quan l h th kh  t
 m  k gian xm nh v h th  c d li, th
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Ri ro v đo đc nhân viên ngân hàng l h vi nhn vin l d v tr
cng t, s hi bi v nghi v th, quy tr t nghi khng ch ch
th hi h vi gian l, gi m gy tn th cho ngn h. Nguyn nhn r ro
l do nhn vin b th h, bi cht, cng t so tho quy tr nghi v, kim
tra kim so n b khng th hi  chun m.
Ri ro do gi mo c th x ra trong to b qu tr kinh doanh th, t
khu ph h  khu thanh t. Gi m th bao g c h th nh: n
xin ph h th v thng tin gi m, th gi m, sao ch v t
bng t gi (Skimming), cc giao d thanh t khng c s xu tr th
Nguyn nhn gy ra r ro lo n l do ch th v  t gian l, hay
ch th v   l thng tin c nhn lin th, b k gian th hi sao
ch th
Ri ro do gian ln l r ro xut ph t h vi l  nh th hi c
giao d thanh t th b h php gy tn th cho c ch th tham gia qu
tr ho  kinh doanh thanh t th. Nguyn nhn gy nn r ro n l 
 t ph c t  cp th,  c thng tin th
1.1.4.2. Ri ro v phía ch th
Ch th l  tr ti tham gia v qu tr s d th thanh t, do
 ch th c g m s r ro nh  nh nh m th, b l c thng tin
n nhn c th l do khh quan t pha t ph th ho ch quan
t ch th khi cha nh th h nhg r ro c th x ra cho bn thn.
1.1.4.3. Ri ro v phía VCNT
R ro khi VCNT th hi sai quy tr thanh t th v khng ph hi
khh h d th gi, th  c  thanh t tin h h d v. Khi ,
VCNT s kh ngn h th hi thanh t cho nhg giao d n.
1.2. Cht lng dch v th ca ngân hàng thng mi
1.2.1. Mi quan h gia cht lng dch v th và s tha mãn khách

hàng
1.2.1.1. Khái nim cht lng dch v
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Sn phm d v c  im v h, khng th cn o m v rt
kh kim so ch. N  gy kh khn cho khh h  gi d
v t th i khi tiu d, trong l tiu d v sau khi tiu d. Hn
n, do t cht v h nn nh cung cp d v c   nhg kh
kh hiu nh th n v s cm nh c khh h v s  gi ch 
d v 
 
- Nh kh ni v ch  d v l k qu c s so s c khh
h t ra gi s  c h v d v  v s cm nh c h khi
s d d v  (Lewis v Booms, 1983; Gronroom, 1984). Lehtinen v
Lehtinen (1982) a ra m thang o chung g 3 th ph “s tng tác”,
“phng tin vt cht” v “yu t tp th” c ch. Pht trin cao hn, x
trn bn cht cm nh c khh h, c nh nghin cu pht hi ra ch
m thang o 2 th phn, bao gm “cht lng k thut” v “cht lng chc
nng”. M m h   ngh bi Gronroos (1984, 1990)  nhn m  vai
tr c cht lng k thut (hay nc cht lng chc nng (hay quy
tr). Trong m h n, ch  k thu  quy cho vi ph bi v
khh h hay c gii php c doanh nghi cung cp t v. Ch ch
n   c l k qu cu c c quy tr cung cp d v  c
chuyn cho khh h. C hai yu t tm l n d b  ng b nh cung cp
d v, nhn vin ph v, nhg g h th hi d v, h n nhg g v ph
v nh th n. Nh v, trong khi ch k thu c th  d d 
gi khh quan, nh v ch  ch nng th kh khn hn. Cm nh
v ch d v c khh h l k qu  h gi ch d v,
 t ra t nh g khh h , kinh nghi   c h, 
 h  c doanh nghi (Caruana, 2000).
- V theo nghin c v ch  d v, Parasurama v c c s


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

1.2.1.2. Khái nim cht lng dch v th


               

S tin cy


 
áp ng



Nng lc phc v


S đng cm


Phng tin hu hình





 


14



1.2.1.3. Khái nim s tha mãn ca khách hàng
             
              


          


 


 chung trong
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
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



1.2.1.4. Mi quan h gia cht lng dch v th và s tha mãn ca
khách hàng

15


 
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 
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
            
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





1.2.2. Tiêu chí đo lng liên quan đn cht lng dch v th
1.2.2.1. Tc đ tng trng doanh s s dng th
16



                 

1.2.2.2. Tính đa dng ca sn phm, dch v th







1.2.2.3. Th phn th phát hành





1.2.2.4. Mng li hot đng





1.2.2.5. Hot đng kim soát ri ro
           


1.3. Mô hình nghiên cu v các yu t nh hng đn cht lng dch v th