Developing of e banking services at BIDV bac ha branch

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:
University year:

DAO Le-Phuc
2019-2020

Tutor at TMU: Mrs.NGUYEN Thi-Minh-Thao
Tutor at USTV: Marie-Josée Cambreling

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

Hanoi – 2020


TABLE OF CONTENTS

2

LIST OF TABLES

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LIST OF FIGURES

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ACKNOWLEDGEMENTS
During the internship and research at the Bank for Investment and Development of
Vietnam – 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 ebanking services in particular at the bank. I have 4 months of learning, access to a wide range
of banking services and access to clients at the bank, understand and grasp the needs of
customers. 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 accumulate
knowledge and experience for my future work. However, in the course of the internship and
the thesis, I had a lot of trouble and embarrassment due to the lack of knowledge and
experience, as well as due to the Covid-19 translation that caused a lot of my work to be
limited, so I look forward to receiving sincere, objective reviews from teacher so that my
thesis is perfected and better.
Through that, I want to give sincere and profound thanks to administrators of the
University of Commerce and the University of Toulon Var for allowing me to experience the
necessary knowledge completely in a healthy and rewarding environment. This is a great
opportunity for me to study and navigate for future work. I would also like to thank the
faculty of Finance – banking teachers who have trained, guiding me with their precious
knowledge for me throughout the time I study at school. In particular, I express my profound
gratitude to my dissertation instructor- Mrs.Nguyen Thi Minh Thao for helping, guiding and

correcting the flaws that help me accomplish my thesis. At the same time, I thank everyone
who 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 guided
enthusiasm for me during my internship at BIDV- Bac Ha Branch
I hereby assure the figures in my thesis are true.
I sincerely thank you!

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INTRODUCTION
In recent years, Vietnam's economy has made positive transitions, in line with the
development of the world. All sectors of the economy have made new steps boldly, strongly
and have also achieved certain success. The 4.0 revolution broke with the appearance of new
technologies. In order to survive and develop Vietnamese banks have the best efforts to keep
pace with the banking process, besides the completion of traditional services, gradually
exploiting and access to modern banking applications, digital technology, continuous
improvement, diversification , improving the quality of its services, meeting the requirements
of enhancing competitiveness, integration and development, help users can automate
consumer financial services, bring solid and low risk turnover, and increase the level of trust
and attracting customers , retain customers ' use of the services of the bank. In Vietnam, since
integration with the world economy, some banks have successfully adopted the inclusion of
technology into customer service; among them the first bank to pioneer in the field of ebanking is BIDV. Established in 1957, BIDV Bank always has the key role in the Vietnam
banking system. E-Banking service is also quite new in Vietnam, but with the strong
development of information technology, this will surely be the mainstream services of
commercial banks in the future. Most of the domestic banks are now actively developing this
service, but many have not yet removed. For the bank of Bidv-Bac Ha branch, the new branch
was established in late 2016.However, compared with the affiliated branches of BIDV in the
area 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 customers
for BIDV's e-banking service. Prior to the actual situation in Hanoi, the assessment of
electronic banking services at BIDV-Bac Ha branch to find the right solutions to develop
electronic banking services to better meet customer demand is the urgent requirement is being
laid out.
From that practice I boldly selected the topic " Developing of E-Banking services at
BIDV-Bac Ha Branch”

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PART 1: OVERVIEW OF BIDV AND THE INTERNSHIP

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1.1 Company:
1.1 Overview of BIDV
Name: Joint Stock Commercial Bank for Investment and Development of Vietnam

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Mission:

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BIDV always accompanies, shares and provides the best modern and financial services to

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customers; Commitment to bring the best value to shareholders; create a professional working

environment; friendly; career development opportunities and worthy benefits for all
employees; and a pioneer bank in community development activities.
Vision:

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BIDV becoming is a leading financial, banking and quality corporation in Vietnam.
Core values:

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Customer-driven - Innovative development - Professional innovation - Social responsibility Quality and reliability
Slogan: "Sharing opportunities - successful cooperation"

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

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-

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•
•
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which: Blue is a symbol of the future, hope and development. Red is the color of the 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 banking industry. This
is also the foundation for the principles of action, the inspiration that BIDV wants to convey
to officials, shareholders, customers and the community.
BIDV's position:
BIDV has always been a pioneer bank in implementing major economic policies and
monetary policies of the Government and the State Bank of Vietnam; has the scales of total
assets, charter capital, distribution channel network, outstanding loans, and capital
mobilization among the Top 3 largest banks in Vietnam.
Scope activities: Bank, Insurance, Securities, Financial investment
Achievements:
Labor Medal of First, Second, Third Class ...; Medal of Independence; Ho Chi Minh Order...
Medal of Laos and Cambodia State for collectives and individuals in BIDV
System:
The title of Labor Hero in the renovation period
Top 1000 best banks in the world according to The Banker's ranking (from 2010 to present)
Top 100 best banks in Asia by FA ranking (2007 to present)
Source: />
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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

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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 Stock

Commercial Bank since October 10, 2016.
Full name: Joint stock commercial bank for Investment and Development of Vietnam - Bac

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Ha branch.
Abbreviated name: BIDV Bac Ha branch.
Head office's address: 789 Corporation Office Building, No. 147 Hoang Quoc Viet Street,

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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 of Planning and

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Investment of Hanoi City on October 4, 2016.
Business activities: Trading in currency, credit, banking services and other activities stated in

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the Regulation on organization and operation of the branch of Joint Stock Commercial Bank
for Investment and Development of Vietnam.
BIDV-Bac Ha branch is a grade-I branch, branch number is 118, under Vietnam Bank for
Investment and Development, and is the legal representative of Vietnam Bank for Investment

and Development with a child. Stamp, have a summary of assets, dependent accounting in the
system of Joint Stock Commercial Bank for Investment and Development of Vietnam.

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Source: Internal issue document of BIDV-Bac Ha branch
Director
Director

Deputy
Deputy Director
Director 1
1

Operational
Operational Blocks
Blocks

Department
Department of
of customer
customer
transactions
transactions

Risk
Risk management
management Blocks
Blocks

Risk
Risk Management
Management
Department
Department

Internal
Internal management
management
Blocks
Blocks

Internal
Internal Management
Management
Division
Division

Deputy
Deputy Director
Director 22

Deputy
Deputy Director
Director 33

Wholesale
Wholesale Blocks
Blocks

Retail
Retail Blocks
Blocks

Corporate
Corporate Customer
Customer
room
room

Credit
Credit Management
Management
Department
Department

General
General Planning
Planning
Department
Department

International
International Payment
Payment
Department
Department

Finance

Finance and
and Accounting
Accounting

Individual
Individual customer
customer
Room
Room

Customer
Customer Relationship
Relationship
Offices
Offices

Department
Department

Directly
Directly dependent
dependent
blocks
blocks

Credit
Credit

Trung
Trung Yen

Yen Transaction
Transaction

NonNon- credit
credit

Nghia
Nghia Tan
Tan Transaction
Transaction

Administrative
Administrative
department
department

Service
Service Management
Management and
and
Treasury Department
Department
Treasury

Computing
Computing Department
Department

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
.

Criteria

1

Profit before tax

2

2017

2018

2019

15.24

34.11

85.8

Growth
% 20182019
151.53%

Calculate the

annual
growth rate
137.27%

Outstanding Credit
1978.8 2,390.3 3,188.9 33.41%
26.94%
Balance
1
6
0
Capital mobilization at the 2,039.5 2,962.1 3,671.9 23.96%
34.18%
end of the period
2
0
1
Average capital
1,961
2,478
3,284
32.53%
29.40%
mobilization
Outstanding credit balance 501.31 628.40
741
17.92%
21.57%
at the end of the retail
period

Business Management
31.7
48.15
41.50
-13.81%
14.41%
Cost
Source: Summary report of the business results of BIDV-Bac Ha branch in2018,2019

3
4
5
6

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Table 2: The business of products and services of BIDV-Bac Ha branch in 2019
Unit: Million dong
No.
1

•

Criteria

2017

2018

2019

Growth%
2018-2019
269.23%

Calculate the
annual growth rate
114.95%

E-banking
0.08
0.13
0.48
service
2
Payment service
2.98
3.71
6.29
69.54%
45.28%
3
Commercial
2.03
2.94
6.40

117.68%
77.56%
financing
services
4
Card services
1.97
2.53
4.68
98.98%
54.13%
5
Other services
0.019
0.03
0.04
33.34%
45.09%
Source: Summary report of the business results of BIDV-Bac Ha branch in 2018,2019
Comment:
Total assets in 2019 of BIDV-Bac Ha branch reached 3,187.60 billion in growth
compared with 2018 32.49% (2,405.92 billion), profit growth of 151.54%, labor productivity
increased by 143% compared to 2018. BIDV-Bac Ha Branch is a small branch, founded in
late 2016 and is a branch with slow growth rate. According to the review in the year 2019
summary of branches, retail services (non-credit) Products: Domestic debit card, international
debit, BSMS, SmartBanking,... Slow development, many retail targets are in the end of the
ranking of branches and locations (ranked 34/34) such as the number of individual customers,
the number of customers using E-Banking, the number of ATM cards issued new. The growth
of the products and services of the branch that is only based on the plan of navigation to
operate just enough, so there is no big breakthroughs. The branch has implemented

centralized marketing, however it has not been planned periodically throughout the year, but
only when there is a reminder of the leader board.
=> BIDV needs to have innovative marketing strategies, upgrade technology and
infrastructure, have clear orientation for future plans, need to focus on development of credit
services and electronic banking services, increasing market share in the field of digital
banking
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 in
many areas such as shopping, dining, consumer... Vietnam is developing country, the
development of science and technology that especially information technology and
telecommunications has made a revolution in trade. During the 4.0 revolution we can
recognize that traditional business methods have been gradually being replaced by a new
method, which is e-commerce -a combination of information technology and the Internet. Ecommerce has launched an effective solution, a direct direction in the exchange of
information, goods, services and the expansion of market size, market without borders. The
revolution of this market size has become the motivation for a revolution in the banking

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industry towards a payment system in line with the requirements of the e-commerce market to
integration with regional and international organizations. Finding a comprehensive
professional solution to conduct e-commerce, integration with the global economy is a very
necessary thing for our country. In order to survive and develop Vietnam banks must have the
best efforts to keep pace with the banking process, besides the completion of traditional
services, to focus on developing modern banking applications , continuously improving,
variegation, enhancing the quality of its services, meeting the requirements of enhancing

competitiveness, integration and development. The E-Banking service is also quite new in
Vietnam, but with the development of information technology, this will surely be the
mainstream services of the future commercial banks. From that practice I chose the topic
"Developing of E-Banking services of BIDV-Bac Ha branch”.
1.3.2. Objectives
The basic reasoning system for the development of e-banking services, assessment and

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analysis of the status of the real e- banking service at BIDV-Bac Ha Branch
Complete and propose solutions to develop electronic banking service at BIDV-Bac Ha

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Branch
1.3.3. Research Methodology
In order to accomplish the objectives, the thesis uses the rescue methods: Statistical,

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synthesis, analysis, comparison, survey... Thereby conducting a consolidated analysis to
evaluate and propose development proposals for 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

Date
From: 06/02/2020
To:10/02/2020

Task / Mission
Task 1 / Mission 1: Learn
about the products of ebanking service at branch

From: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
Task 3 / Mission 3:
Customers approach
At the counter (15/02/202008/05/2020) become a teller,
support customers to register
for electronic banking
services, answer questions to
customers about difficulties
customers are experiencing

From:15/02/2020
To:08/05/2020

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Outcome
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 information
Find out the inadequacies in developing
service at the branch, from which to
orientation for my thesis
Support, consulting and registering e-banking
services for 986 clients
I have called about 6,500 calls for clients 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

Telesales (06/04/202030/04/2020)
-Call Customer Service
Receive customer calls, assist
with answering customer
inquiries
Task 4/Mission 4: Learn
about the incentive policy and
promotion of BIDV

= > Offers promotion strategy

From:28/02/2020
To:30/04/2020

Task 5/ Mission 5: Customer
survey

From:01/03/2020
To: 31/03/2020

Task 6/Mission 6:
Competitor analysis

From: 01/04/2020
To: 15/04/2020

Task 7/ Mission 7: SWOT
Matrix Analysis

From:16/04/2020
To:30/04/2020

Task 8/Mission 8:Gather the
data and documents you seek
develop for the thesis
Task 9/ Mission 9: Thesis
implementation

From: 01/05/2020

To: 29/05/2020

Get to know the incentives policies of BIDV
After implementing the promotion strategy:
940 customers after being consulted agreed to
register for electronic banking services of
BIDV, they are very pleased and enjoy the
policy of the Bank's incentives
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 site
More information about the products, service
fees... of the competitors of BIDV
Point out the strengths and limitations of
BIDV, which propose some ideas for
developing e-banking services
Point out the strengths, weaknesses, threat
and opportunities of BIDV's e-banking
service, thereby giving comments and
resolutions to the remaining challenges and
weaknesses in BIDV
Through data collected during the internship,
making proposals for banks and BIDV-Bac
Ha to develop E-banking service
Completion of dissertations before
29/05/2020

PART 2: INTERNSHIP IMPLEMENTATION AT BIDV- BAC HA
BRANCH

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2.1 The internship position, responsibilities and tasks
Internship unit: BIDV - Bac Ha branch
Internship address: Address: 789 Corporation Office Building, No. 147 Hoang Quoc Viet

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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, e-Banking
Officer receive internship: Nguyen Thi Vui
2.1.1 Department structure and internship position
Source: internal issue document of BIDV-Bac Ha branch

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Deputy Director

Accounting

Credit department

Individual customers

Corporate customers

Administrative department

department

Treasury control

Expenditure
accounting

Clerical

Guard,police protecting
money

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, 1
head of accounting department
• 10 tellers have:
• 2 people in the credit department: 1 person in charge of individual customers, 1 person in
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charge of corporate customers
7 people in the accounting department: 2 people in the treasury control, 5 people in the

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revenue and expenditure accounting
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....
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 as
phone number, ID ….
Internship position: Teller at No. 9, customer transaction office, credit department at
Vietnam 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 to
use e-banking services, depending on the individual customer or corporate customer, I will
gather the dossier to transfer to Personal or business customers' room to open CIF, update

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personal information such as name, ID, gmail ...., then the application will be brought back to
the counter, staff will Enter the CIF number to register e-banking services for customers
For customers requesting a smart banking password or 1 number of requests for
stopping or registration using new electronic banking service, employees need a deputy or
head of transaction office confirmation to give back the password, open account or change
customer 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 of
BIDV (Registration form for using the service, Sample for changing information on using the

service)
Application file for registration of account opening or use of electronic banking
services:
- 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 at
counters
2. For customers who register for online services:
Visit website: />- Fill in the bank's form
- BIDV counselor will call to confirm information and service registration
- Complete
 Responsibilities during the internship:

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•

- 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 support
solutions.
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 on promotions to

customers.

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Instructing customers to register for the service at their request, helping customers print a

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•

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 e-banking

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services of BIDV
Enter the data of customers who register to open a new account and register for new services

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•

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

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information confidentiality for customers. Settle customer-focused complaints and inquiries
on the Bank's basis and ensure the Bank's reputation
Conduct the necessary transactions to meet customer needs such as opening and managing
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 no longer able to

use the phone number being used in Vietnam, the BIDV system cannot send OTP codes given
to customers
• Negotiations and results:
 I ask which phone number the customer will later use abroad, can I update the new phone
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, but
customers 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)

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•
•
1.
2.
3.
4.
•
•


Information about financial products and services: E-Banking
Customer information (true): DO THANH TUAN
Customer portfolio: individual customer
CIF number (customer code in the banking system): 11176090
Gender: Male
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 an account

opening contract, I advise clients on the benefits of using e-banking such as :transactions
without going to the counter, checking account balances, sending savings online , pay
electricity and water online, withdraw money at the ATM without cards….
 However, customers tell customers not to use electronic devices

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=> 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

•
1.
2.
3.
4.
•
•


Samsung Pay
Customer information (real): DO THI THANH NGAN
Customer portfolio: individual customers
CIF number (code number customers in the banking system): 99433220
Gender: female
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 for

electronic banking services. However, customers are mistaken between BIDV online and
Smart 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 a physical
card.
=> Customers opening new accounts, using 1 number of BIDV services such as smart
banking, 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

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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 the company in
VietNam. The company has 3 signatures, capital donors in Korea, direct executive directors
and chief accountant, when the chief accountant transfers money, OTP will 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 main leader, performing
transactions can't be performed due to OTP mistakenly transferred of people 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
-

•
•
1.
2.
3.
4.
•

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), customers
have 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
Client directory: Individual customer
CIF Number (customer number in banking system): 13483620
Gender: Female
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

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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 the stolen
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 telecommunication
networks 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 to
come to the bank but still be able to perform transactions.
Souces:
/>
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 developing
modern, banking applications, constantly improving, diversifying and improving the quality

19


of its products and services, meeting the requirements of improving competitiveness,
integration and development. In order to compete with domestic and foreign banks, BIDV has
made changes and developments in e-banking services to retain customers, helping customers
pay quickly without going to the transaction counters directly
In BIDV e-banking system, there are some services: BSMS, BIDV Bankplus, Smartbanking, BIDV Online...
Source:

/>The use of e- banking services gives consumers special benefits such as:
1. Discount 70% of remittance fee on electronic banking system to encourage noncash transactions to prevent Covid-19
As one of the pioneering banks in encouraging cashless transactions to prevent the
spread of viruses during the Covid-19 season, from February 25, 2020, BIDV has reduced the
transfer fee by more than 70%. Money outside BIDV system, applied for transactions ≤ VND
500,000 on electronic banking channel at BIDV. This is also the deepest fee reduction and is
currently 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 the
BIDV system, specifically; the new rates will apply as after:

Transaction applicable

Transactions ≤ 500,000 VND

500,000 VND 2.0000.000đ

Channel applied

BIDV SmartBanking, BIDV
Online, ATM, Bankplus

BIDV SmartBanking, BIDV
Online, ATM, Bankplus

Post-adjustment fee
reduction (excluding
VAT):

2,000VND / transaction

5,000VND / transaction

Time application

February 25, 2020 - April 30,
2020

04/01/2020 - 12/31/2020

In addition, BIDV has also implemented a series of incentives for customers who
transact on e-banking channels. Accordingly, from February 14 to April 30, 2020, new
customers registering for BIDV SmartBanking and BIDV Online will receive 100% refund of
transaction fees on these channels. At the same time, all customers depositing Online will be
added interest rate of 0.2% / year at all terms.

20


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-19
epidemic days, the whole population had to implement social spacing; BIDV has integrated
both Vinmart supermarkets into BIDV SmartBanking application, currently applying Used in
Hanoi and Ho Chi Minh City. Not only aims to serve users during the epidemic season but the
most important factors are guaranteed service quality, stable prices, convenience to meet the
needs 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 few
days) 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 to
the cart.
+ Step 4: Check the shopping cart information and verify payment. The process of
"Online shopping" is successful.

21


Certainly, the feature of VinMart Online on BIDV SmartBanking application will be an
effective 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 BIDV
Online was launched from February 14, 2020 to encourage and support customers to enhance
non-cash payment transactions, ensure health and safety health of individuals and
communities during the Covid-19 epidemic season.
With the support of a large number of customers, the program is expected to run out of
promotion 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 interest

rate of 0.2% / year when sending money online; Discount up to 70% of online money transfer
fee outside the system; Free money transfer in support of the prevention of the Covid-19
epidemic (to Account of the Central Committee of the Vietnam Fatherland Front at
BIDV); 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 (average balance of

•

deposits according to quarter from VND 1 billion), and also use one of the services: BSMS,
BIDV SmartBanking / BIDV Online or Card (from now until June 30, 2019).
Receive 20,000 VND when registering new services simultaneously: BSMS, BIDV

•

SmartBanking / BIDV Online, Domestic / international debit card.
Enjoy many other attractive promotions for new customers who register to use the Student,

•

Payroll or Business account packages such as: free account management, transaction refunds
on BIDV SmartBanking / BIDV Online, 20% refund of electricity / water bill, free issuance
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 card carrying joy, with
attractive promotions such as:
Chance to win cars Mazda CX 5 2.0 worth VND 900 million and 10 trips to South Korea for

•

02 people worth VND 30 million / trip when participating in the lucky draw for BIDV
international cardholders spending from VND 1 million.
06 Hitachi Inverter 589L refrigerators worth VND 51 million, 18 43-inch Sony Smart
TVsworth VND 10 million, 60 Sony Bluetooth headphones worth VND 1 million and tens of

22


•

thousands of cash gifts of VND 50,000 for new customers and spending by BIDV domestic
debit cards.
Customers who are international cardholders spending overseas: free of foreign transactions

•

(refund 2.1% of transaction value, maximum of VND 2 million).
International cardholders receive additional privileges when shopping online at the websites

Adayroi.com, Tiki.vn, Shopee.vn or directly shopping at BigC, Co.opmar t, Nguyen Kim
Electronics Supermarkets, Vinpro.
• Electronic Banking Services (BIDV e-Banking)

 Free maintain for all services: BIDV Online, BIDV Business Online, BIDV Bankplus, 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 and
exchanging for valuable gifts from hundreds of famous brands. Customers can look up and
redeem reward points 24/7 when visiting and logging in
with 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 preferential
packages with a total value of up to VND 300,000.
BIDV expects that the Bank's products and services will always bring customers
positive experiences, towards the general trend of society, contributing to the development of
the 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

23


•

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:
Step 1

Step 2

Step 3

Step 4

•

•

•

•

Customers come to BIDV's

BIDV staff receive the

If the customer information is

Customers download the

transaction offices nationwide,

application file and register

valid, the customer will receive

application, activate the service

present identification

the service for the customer.

a message of successful

after receiving a notice of

registration.

successful registration.

documents and fill in the

•

Service Request Form
provided by BIDV.

Password and account will be
sent to the registered gmail

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

Method 2: Register the service via website
Source: />Step 1:

Step 2 :

Step 3

Step 4

•

•

•

•

Visit the website to register
at the link
/>
•

Fill out personal information

BIDV counselor will contact

Customer receives notice of

in the form.

you to verify information

successful automatic service

nter the OTP code

and support account opening.

registration from BIDV.

KNHDT/

Figures 9: Steps to sign up for E-banking online
Method 3: Register the service via BIDV's application
Souce: />
24


Step
Step 1:
1:

Step
Step 2:
2:

Step
Step 3:
3:

Step
Step 4:
4:

Step
Step 5:
5:

•

•

•

•

•

Download
Download the
the BIDV
BIDV
App
App online
online to
to the
the
device. BIDV's
device. BIDV's Internet
Internet

Open
Open the
the app,
app, select 
select 
REGISTER
REGISTER

ONLINE .
ONLINE .

Fill
Fill out
out personal
personal
information
information and
and

Enter
Enter the
the OTP
OTP
code.
code.

verification
verification code.
code.

Banking
Banking registration
registration
application is
is
application
supported
supported on

on all
all
operating
operating systems.
systems.

•

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

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

Comment:
The procedure for registering to use the service of BIDV is extremely quick and easy,
customers can register directly at home without having to make transactions at the counter,
More convenient than some banks such as Agribank, Vietcombank ... BIDV always
implements many ways to register to suit and reach more customers, thereby seeing the
professionalism and interest to BIDV from customers
2.3.1 Customer research
Besides researching competitors and surveying the market, distributing leaflets... In my
dissertation, I prefer to use questionnaires to survey the needs of customers. This is a less
expensive method but it gives an objective view of e-banking services of BIDV in general and
BIDV, Bac Ha branch in particular. I use open-ended questions, fill-in questions and select
questions. respond to customer needs and information, thereby offering solutions to develop
e-banking services of BIDV, attract customers to use the service, improve product quality,
survey customer need, thereby increasing BIDV's competitiveness in e-banking services
compared 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 2
survey methods were chosen because the covid-19 epidemic caused the number of customers
coming to the counter to decrease, so the selection of additional surveys on social networking
sites was necessary to obtain. It is possible to have a larger number of data; it is possible to
have a more objective view of the needs and suggestions of customers of the branch as well as
customers of BIDV when using electronic banking services. Thereby finding solutions to
developing e-banking services of BIDV
Source:
/>There are 520 customers providing information, of which 208 customers fill out the
survey 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 325

25