LUẬN văn THẠC sĩ GIẢI PHÁP PHÁT TRIỂN DỊCH vụ THẺ THANH TOÁN tại NGÂN HÀNG BIDV CHI NHÁNH hà nội slide

SLIDE
MEASURES TO DEVELOP PAYMENT CARD SERVICES
AT BIDV, HANOI BRANCH

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Thái Nguyên, 2013


 Introduction
 Theoretical basis to build the solution
 Analysis on the status of card services
 Results of the analysis
 Solution development services card
 Conclusion & FAQ
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Measures to develop payment card services at BIDV, Hanoi branch


 Vietnam joined the WTO
 Bank card payment became modern civilization
without using cash.
 Development card services to reduce the proportion
of the population means, bring utilities to the people.
The author choose the
topic “Measures to
develop payment
card services at
BIDV, Hanoi branch”
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Measures to develop payment card services at BIDV, Hanoi branch

MEASURES TO DEVELOP PAYMENT
CARD SERVICES AT BIDV, HANOI BRANCH
The solutions:

Theoretical study of development
card product , VISA card of BIDV
Hanoi
The problem in developing card
services
Proposals for the development of
card services to meet customer needs
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Measures to develop payment card services at BIDV, Hanoi branch


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Measures to develop payment card services at BIDV, Hanoi branch


I. INTRODUCTION
II. CONTENTS
Chapter I. Theoretical Basis
Chapter II. : Status of card products
development at Banks for investment and
development in Hanoi Branch (BIDV Hanoi)
Chapter III. Solution & Conclusion

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Measures to develop payment card services at BIDV, Hanoi branch


The concept of card products & card services
PRODUCT
• The product concept
• Products meet
customer needs

BANK CARDS
AND OTHER
CARDS SERVICES
• The concept of
bank cards
•Card services
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Measures to develop payment card services at BIDV, Hanoi branch


Factors affecting the quality of cards service
INTERNAL
FACTORS:
•Human
•Financial capability,
technology
•Development
Orientation

EXTERNAL FACTORS:

•Residential Environment
•Economic Environment
• Technology Environment
•Competitive environment...

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Measures to develop payment card services at BIDV, Hanoi branch


INTRODUCTION OF BIDV HA
NOI
Full Name: Bank for Investment
and Development of Vietnam JSC Hanoi Branch
Address: No. 4 Le Thanh Tong Hoan Kiem, Hanoi
History of establishment and
development
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Measures to develop payment card services at BIDV, Hanoi branch


Business activities & funding
Unit: billion
Chỉ tiêu

2009

2010

2011

2012

Tổng nguồn vốn huy động

6.170

7.250

7.809

8.399

Theo nguồn huy động

2.480

3.160

3.594

3.884

Từ dân cư

2.480

3.160

3.594

3.884

Từ tổ chức

3.690

4.0 90

4.215

4.515
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Measures to develop payment card services at BIDV, Hanoi branch


Credit Activities
Đơn vị: tỷ đồng
Target

2009

2010

2011

2012

7.100

7.350

8.800

10.250

Short-term

4.680

4.610

5.650

7.875

Medium and long-term

2.120

2.740

3.150

2.375

Outstanding credit
According term

Source: Report on the business results of BIDV Hanoi in 2009 2012

Measures to develop payment card services at BIDV, Hanoi branch

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Status of business cards
CARD PRODUCT

Domestic debit cards, ATM cards.
Visa Credit Cards.
Master Credit Card

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Measures to develop payment card services at BIDV, Hanoi branch


Status of business cards
 The number of customer opening
bank accounts is big
The number of ATM cards is 50% of
customers
The number of VISA cards is still
very low at 1% of customers
Payment systems such as ATMs,
POS is litter
Revenues from fees of services start
increasing
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Measures to develop payment card services at BIDV, Hanoi branch

Results of business cards
The number of customers using cards of BIDV Hanoi

Source: Report on the business results of the branch
Measures to develop payment card services at BIDV, Hanoi branch

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Some results of the Card Services business

Unit: Millions VND

Target

2009

2010

2011

2012

Net income of card service

601.120

758.951

1.121.700

1.601.967

Revenue through POS

101.298

202.291

398.654

701.297

Target

2009

2010

2011

2012

Number of ATM (accumulated) unit

22.587

32.654

35.618

41.427

The number of individual customers

45.520

59.110

63.150

69.120

Source: Report on the business results of the branch
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Measures to develop payment card services at BIDV, Hanoi branch


Number of ATM, POS, CAU

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Measures to develop payment card services at BIDV, Hanoi branch


SWOT Analysis
OPPORTUNITIES

1. Economic problems make
weak banks does not

survive
2. As a strong bank
3. BIDV has the product
policies

THREATS

1. Economic crisis
2. Many foreign banks in
Vietnam,
3. Competition
banks

among

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Measures to develop payment card services at BIDV, Hanoi branch


SWOT Analysis
WEEKNESS

STHENGTHS
1.

Formerly a bank state.

2.

There are crowded staff

3.

Large customer base

4.

Prestige, brand of BIDV is in
local and international.

1.
2.

Human Resources,
Technology
Old corporate culture

3.

Developing new services

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Measures to develop payment card services at BIDV, Hanoi branch


Analysis of the competitive environment
No

Criteria

1

The quality of the service card (purchase, payments and
withdrawals ...)

BIDV

VCB

Vietin

ANZ

Tech

3.63

3.99

3.88

3.56

3.89

2

Quality of card services (bill payment, telephone,
insurance,)

3.56

4.09

3.94

3.67

3.98

3

Technical Features

4.18

4.19

3.97

3.97

3.98

4

The procedures and time card issue.

4.19

4.19

4.18

4.16

4.17

3.57

3.98

3.79

3.78

3.99

5

Quality after sales service

Hanoi

6

Cost of card

3.99

3.97

3.98

3.56

3.58

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Network of payment

3.78

3.98

4.08

3.66

3.95

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General assessment of service quality card

3.88

3.99

3.95

3.87

3.94

Measures to develop payment card services at BIDV, Hanoi branch

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Analysis of the level of customer’s satisfaction
 No
1

Criteria

Transactions of bank employees.

N

Mean

98

3.78

98

3.83

98

3.89

98

4.19

98

3.98

98

 

Ability to solve problems and customer
2
3
4

questions
And professional staff
The service attitude of staff
General assessment of staff

5
Valid N (listwise)

 
Measures to develop payment card services at BIDV, Hanoi branch

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The results of analysis of secondary and primary data
Card service quality is low unsatisfied
customer demand.
The network of payments is small
The card service has not diversity
Card products are not plentiful
Staff is not professional ...

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Measures to develop payment card services at BIDV, Hanoi branch


Measures improve the quality of card service
 Installing more ATMs, POS, serving
24/24 h
 Promote the development of Card
technology: Consistent with the world
 Professional Human Resource
Development
 Diversification of card products such
as: VISA debit card, co-branded
Card ...
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Measures to develop payment card services at BIDV, Hanoi branch

Measures improve the quality of card service
 Develop BIDV image by a
variety of good products and
service
Developing young leaders
sources
Strengthening professional
training
Strengthening risk prevention
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Measures to develop payment card services at BIDV, Hanoi branch


With BIDV
Develop business strategies oriented system:
Promoting the role of Vietnam National Financial
Switching Joint – Stock Company (BankNet)
Standardize the transaction and the physical
manifestation related to bank Card services
Strengthening Network Security

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Measures to develop payment card services at BIDV, Hanoi branch


Our theoretical understanding
of the role of quality in the card
service. Lesson learned for

myself
I look forward to receiving
comments for thesis for more
complete, and further studies in
the same field.

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Measures to develop payment card services at BIDV, Hanoi branch