[YRC]-Bien Phap Nang Cao Chat Luong Dich Vu the ATM Cua Cac NHTM Viet Nam Trong Tien Trinh Gia Nhap WTO

7/31/2019 [YRC]-Bien Phap Nang Cao Chat Luong Dich Vu the ATM Cua Cac NHTM Viet Nam Trong Tien Trinh Gia Nhap WTO

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B Gio dc v o to

Tr ng i hc Ngoi Th ng

---------o0o---------

Cng trnh d thi Cuc thi

Sinh vin nghin cu khoa hc

tr-ng i hc Ngoi Th-ng nm 2006

Tn cng trnh:

Bin php nng cao cht l ng dch v th ATM ca cc

NHTM Vit Nam trong

tin trnh gia nhp WTO

Nhm ngnh: XH1b

H Ni - 08/2006


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http://svnckh.com.vn 2

MC LC

Danh mc cc t vit tt ............................................................................................ i

Danh mc hnh v - bng biu .................................................................................. ii

Li ni u ................................................................................................................... 1

CHNG I: NHNG VN CHUNG V DCH V TH V CHT LNG

DCH V TH VIT NAM .................................................................................... 2

IKhi qut chung v dch v th ............................................................................... 2

1. Nhng vn c bn v dch v th ............................................................. 2

1.1 Khi nim ................................................................................................. 2

1.2 Lch s hnh thnh dch v th .............................................................. 2

1.3S xut hin th ATM Vit Nam......................................................... 42. Phn loi th ATM ......................................................................................... 5

2.1. Phn loi theo cng ngh sn xut ........................................................ 5

2.2. Phn loi theo phm vi lnh th ........................................................... 6

2.3. Phn loi theo ch th pht hnh ......................................................... 7

3. Cc ch th lin quan n hot ng pht hnh v thanh ton thATM ..................................................................................................................... 7

3.1 Ngn hng pht hnh .............................................................................. 7

3.2 Ngn hng thanh ton ............................................................................ 7

3.3 Cc t chc th quc t ........................................................................... 7

3.4 n v chp nhn th .............................................................................. 8

3.5 Ch th ..................................................................................................... 8

4. Li ch ca th ATM ...................................................................................... 8

4.1 i vi ch th ......................................................................................... 8

4.2 i vi ngn hng .................................................................................... 9

4.3 i vi cc c s chp nhn th ............................................................. 9

4.4 i vi nn kinh t .................................................................................. 9

II- Cht lng cung cp dch v th.............................................................................. 10

1. Cht lng dch v th .................................................................................. 10

2. Tiu ch nh gi ............................................................................................ 10


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2.1 Tnh nng v tin ch ca th ATM................................................................... 10

2.2 Cht lng phc v ca h thng my ATM v cht lng h tr khch hng ..... 11

2.2.1 Cht lng dch v ca h thng my ATM ..................................................... 11

2.2.2 Cht lng h tr khch hng:........................................................................... 112.3 Ri ro i vi khch hng trong qutrnh s dng dch v th ATM ........ 12

CHNG II: THC TRNG CHT LNG DCH V TH ATM CA H THNGNGN HNG THNG MI VIT NAM ................................................................................ 14

I - Thc trng cht lng dch v th ATM.................................................................. 14

1 Tnh nng v tin ch ca th ATM ............................................... 14

2 Cht lng phc v ca h thng my ATM v cht lng h tr khch hng ........ 18

2.1 Cht lng dch v ca h thng my ATM............................................. 18

2.2 Cht lng h tr khch hng: ................................................................. 22

3.Ri ro i vi khch hng trong qu trnh s dng dch v th ATM .............. 23

II- nh gi chung v thc trng cht lng dch v th ............................................ 25

1.Nhng kt qu t c .................................................................................. 25

2.Nhng hn ch v nguyn nhn ...................................................................... 25

2.1Hn ch ...................................................................................................... 25

2.2 Nguyn nhn ............................................................................................. 27

2.2.1. Mi trng php l ................................................................................ 27

2.2.2. V mt t chc ..................................................................................... 28

2.2.2.1 Thiu s lin kt gia cc NHTM vi nhau........................................ 28

2.2.2.2 Thiu s lin kt gia cc NHTM vi cc im chp nhn th .......... 32

2.2.3. Vn con ngi .................................................................................. 33

CHNG III: CC BIN PHP NNG CAO CHT LNG DCH V TH

ATM CA H THNG NGN HNG THNG MI VIT NAM

NHM P NG NHU CU RA NHP WTO........................................................ 35

I - L trnh m ca dch v ngn hng v thch thc ca n i vi dch v th ................. 35

1. L trnh m ca dch v NH ............................................................................ 35


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2. Nhng c hi v thch thc i vi vic cung cp dch v th khi m

ca dch v ngn hng .......................................................................................... 36

2.1 C hi ........................................................................................................ 36

2. 2 Thch thc ................................................................................................ 37II- nh hng pht trin dch v th ATM trong tin trnh gia nhp WTO ............... 38

III - Cc bin php nhm nng cao cht lng dch v th ATM ca h thng ngn

hng thng mi Vit Nam, p ng nhu cu ra nhp WTO ....................................... 39

1. Cng c v hon chnh hnh lang php l p dng cho hot ng kinh

doanh th ATM..................................................................................................... 39

2. Tng cng cng tc Marketing v h tr khch hng .................................... 40

3. Tng tnh lin kt gia cc ngn hng vi nhau v gia ngn hngpht hnh th v cc s s chp nhn th ....................................................... 41

3.1Tng tnh lin kt gia cc ngn hng vi nhau ........................................ 41

3.2 Tng tnh lin kt gia ngn hng pht hnh th v cc s s chp nhn th: .......... 43

4. Bin php nng cao k thut ............................................................................ 44

5. Tng cng qun l ri ro ................................................................................ 46

6. Nng cao cht lng ngun nhn lc ........................................................... 48

Kt lun ........................................................................................................ 49

Ti liu tham kho

LI NI U

S pht trin ca sn xut v trao i hng ha l ng lc cho s ra i v

pht trin ca tin t. Tri qua qu trnh pht trin, tin t ln lt tn ti di

nhng hnh thi khc nhau: ha t, tin giy, tin tn dng, tin in t. Hnh thi

tin t sau bao gi cng c nhng tnh nng hn hn so vi hnh thi tin t trc

n. Th ATM, mt hnh thc ca tin in t, ang l mt trong nhng phng tin

thanh ton tin dng v an ton nht v c s dng rt rng ri trn th gii, c

bit l cc nc c nn kinh t pht trin trn th gii.


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Nm 1986, Vit Nam bt u cng cuc i mi nn kinh t mt cch ton din,

ko theo l cuc ci t h thng ngn hng Vit Nam. T lc khi u cng cuc ci t

n nay, h thng ngn hng Vit Nam c nhiu bin chuyn ln. Trong , s xut

hin ca dch v ngn hng hin i, c bit l dch v th ATM, l mt trong nhng t

ph ln. Th ATM sm bc l nhng tnh nng vt tri so vi cc phng thc thanh

ton khc. Tuy nhin cht lng dch v th ATM ca cc NHTM Vit Nam vn cn nhiu

hn ch, cha thc s thu ht khch hng. Do , cn phi c cc bin php nng cao cht

lng dch v th ATM p ng nhu cu thanh ton ca khch hng. Nht l trong tin

trnh gia nhp WTO,Vit Nam cn nhn thc r tm quan trng ca vic xy dng cht

lng dch v th ATM, to iu kin pht trin mt h thng thanh ton hin i p ng

yu cu pht trin kinh t - x hi.

Nhn thc c tm quan trng ca vic nng cao cht lng dch v th ATM,

nhm vit ti quyt nh la chn ti nghin cu: Bin php nng cao cht lng

dch v th ATM ca cc ngn hng thng mi Vit Nam trong tin trnh gia nhp

WTO. Trong khun kh ca mt ti vi 50 trang, nhm nghin cu hy vngng gp

c mt phn trong vic a ra nhng xut v vic pht trin h thng thanh ton bng

th ATM trong h thng NHTM Vit Nam.


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CHNG I

NHNG VN CHUNG V DCH V TH VCHT LNG DCH V TH VIT NAM

IKHI QUT CHUNG V DCH V TH

1-Nhng vn c bn v dch v th

1.1Khi nimTh ATM (Automated/Automatic teller machine card) l mt phng tin

thanh ton khng dng tin mt do cc ngn hng (NH) pht hnh th cp cho

khch hng rt tin v thc hin nhiu dch v ti chnh khc ti cc ATM (cc

my rt tin t ng). Hin nay, th ATM l phng tin thanh ton hin i v ph

bin nht trn th gii.

ATM, hay my rt tin t ng, l mt thit b vin thng my tnh in t cho phpch th trc tip truy cp vo ti khon NH ca h, rt tin mt v kim tra ti khonhoc tip nhn mt s dch v khc do NH pht hnh th hoc/v NH thanh ton thcung cp m khng cn c nhn vin ngn hng tr gip.

1.2 Lch s hnh thnh dch v th

Tin thn ca th ATM chnh l th tn dng. Tn dng l mt phng php

bn hng ho v dch v m ngi mua hng khng cn c tin mt trong tay ti

thi im giao dch. Trc kia pht trin h thng bn hng ca mnh, nhng

ngi bn l cung cp nhng khon tn dng cho khch hng v mi ngi bn

l u gi mt cun s trong ghi chp nhng ln thanh ton, chi tr cho mi giao

dch ca khch hng.

Th tn dng l mt cch thc t ng cung cp tn dng cho khch hng.

Ngy nay, mi th tn dng u mang nhng ch s nhn dng, to iu kin chogiao dch mua bn. Nu khng c th tn dng, ngi bn hng s phi ghi chp li

nhng c im nhn dng, a ch, cch thc thanh ton ca khch hng.

Theo t in Bch khoa ton th Britannia, th tn dng c bt u s

dng M vo nhng nm 1920, khi cc cng ty t nhn, nh cc cng ty du ho,

cc chui khch sn bt u pht hnh th tn dng cho khch hng ca h. Tuy

nhin, tng dng th cho mi ln giao dch li c Edward Bellamy nhc n


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trc tin vo nm 1887 trong cun tiu thuyt khng tng mang tn Looking

Backward (Nhn v pha sau).

Ngi pht minh ra th tn dng ngn hng u tin l John Biggins, nhn

vin ca Ngn hng Quc Gia Flatbush, Brooklyn, New York. Nm 1946,Biggins sng ch ra chng trnh Charge-It vi i tng nhm n l khch

hng hay s dng cc dch v ngn hng v cc thng nhn a phng. Cc

doanh nghip trnh cung phiu bn hng ngn hng v ngn hng s thanh ton

cho ngi s dng th.

Nm 1950, tp on Dinners pht hnh th tn dng M. Ngi sng

lp ra tp on, ng Frank McNamara, pht minh ra th tn dng vi nh

ban u l dng th tn dng thanh ton cc ho n nh hng. Khch hng

c th dng ba ti cc nh hng chp nhn th tn dng ca tp on Dinners

m khng cn phi tr tin mt. Tp on Dinners sau s tr cho nh hng

, v ngi s hu th tn dng s hon tr cho tp on Dinners.V c bn th

ca tp on Dinners ban u mang chc nng l th tnh tin hn l th tn

dng v khch hng sau phi hon tr ton b s tin m tp on Dinners

tr cho h.

Nm 1958, American Express bt u pht hnh th tn dng. Cng trong

nm ny, ngn hng Trung ng M (bank of America) pht hnh th

BankAmericard (by gi l th Visa).

Vo gia nhng nm 1970, quc hi M bt u ra cc iu lut u tin

i vi ngnh cng nghp th tn dng: vic gi mail hng lot ca active credit

cards cho nhng ngi khng c nhu cu s dng th tn dng b cm. Tuy

nhin khng phi tt c cc iu lut u c li cho khch hng. Nm 1996, to nti cao M Smiley vs. Citibank bc b lut l cc cng ty c quyn thu mt

khon ph i vi nhng khon tn dng tr mun. Chnh s ni lng ny lm

cho li sut tng cao.

Ngy nay, Visa, MasterCard, American Express v Dinners Club l nhng t

chc pht hnh th hng u trn th gii, trong , Visa v MasterCard l hai t

chc pht hnh th ln nht


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1.4S xut hin th ATM Vit Nam Thanh ton bng th l hnh thc thanh ton rt ph bin hin nay. Mt quc

gia cng pht trin th vic thanh ton bng tin mt ngy cng t i, thay vo l

cc giao dch thanh ton bng th.Dch v ATM mi c gii thiu ti th trng Vit Nam vo nhng nm

90. Nm 1990, NH Ngoi Thng Vit Nam (VCB) bt u chp nhn hnh thc

thanh ton quc t vi t cch l NH i l c quyn thanh ton cho cc t chc

th quc t v cc t chc ti chnh nc ngoi nh American Express, JCB, Dinner

Club, Mastercard International, Visa International. NH Ngoi Thng thi im

ny cha phi l thnh vin chnh thc ca cc t chc th Quc t m ch l i l

thanh ton th cho cc NH v cc t chc ti chnh nc ngoi.

Vo nm 1993, NH Nh nc Vit Nam c nhng quy nh u tin v

vic pht hnh, s dng v thanh ton th. Chnh ph v cc NH thng mi c

mt s quyt nh v bin php nhm khuyn khch vic m ti khon c nhn v

s dng phng tin thanh ton l th. C th trong nm 1993, d n th thanh ton

u tin c NH Nh nc Vit Nam cho trin khai ti NH Ngoi Thng Vit

Nam v a vo s dng hai loi th thanh ton v th tn dng c pht hnh da

trn k thut th thng minh (Chip card).

Nm 1996, NH Ngoi Thng Vit Nam di s ch o ca NH Nh

nc Vit Nam thc hin d n th rt tin t ngATM u tin. Tuy nhin

d n ny ch c tin hnh mc th im ch cha c ng dng rng ri

bi mt s nguyn nhn nh mc u t khng ln v nhng trc trc v phn

mm qun l th.

Cng trong giai on ny, cc t chc th Quc t bt u ch hn tith trng Vit Nam. T 1990 n 1996, mc tng trng doanh s thanh ton th

trn th trng Vit Nam t khong 200%/nm. Nm 1995, sau khi M bi b lnh

cm vn i vi Vit Nam, mt s NH thng mi Vit Nam v NH thng mi

nc ngoi c giy php hot ng ti Vit Nam bt u quan tm n dch v

ny, lm th trng thanh ton th ti Vit Nam si ng hn ln. Sau c 9 Ngn

hng khc cng tham gia vo lnh vc kinh doanh th, bao gm 1 NH quc doanh, 1

NH c phn, 2 NH lin doanh v 5 chi nhnh NH nc ngoi ti Vit Nam.


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NH Ngoi Thng Vit Nam tr thnh thnh vin chnh thc ca t chc th

Mastercard vo nm 1995 v ca t chc th VISA vo nm 1996.Ngy 16/08/1996, Hi cc NH thanh ton th Vit Nam ra i. y l mtt chc hp tc ca cc NH tham gia pht

hnh v thanh ton th Vit Nam, do 4 NH sng lp ra, gm VCB, ACB, Eximbank v Firstvinabank.

n nay, cc NH Vit Nam chp nhn thanh ton cc loi th thng dng trn th gii nh Mastercard, Visa, American Express, Dinner Club v JCB.

2. Phn loi th ATM

2.1. Phn loi theo cng ngh sn xut: C 2 loi:

a. Th in ni (Embossed Card): da trn cng ngh khc ch ni, tm th u

tin c sn xut theo cng ngh ny.

Hnh 1: Th in ni

b. Th khng in ni (Unembossed card): c 2 loi:

Th bng t (Magnetic stripe): da trn k thut th tn vi hai bng t cha

thng tin ng sau mt th. Th ny c s dng ph bin trong 20 nm qua,

nhng bc l mt s nhc im: do thng tin ghi trn th khng t m ho

c, th ch mang thng tin c nh, khng gian cha d liu t, khng p dng

c k thut m ho, bo mt thng tin...

Hnh 2: Mt sau th bng t

Th chip (chip/smart card): y l mt loi th nha c gn chip in t,

kh nng kt ni vi my tnh ca loi chip ny cho php th thc hin c


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nhiu la chn thanh ton v dch v vi an ton cao hn, thun tin hn,

c kh nng chng gian ln, c bit l chng th gi.

Hnh 3: Th chip

2.2. Phn loitheo phm vi lnh th:

Th ni a: l th c gii hn trong phm vi mt quc gia, do vy ng tingiao dch phi l ng bn t ca nc . Nu th tham gia cc lin minh th

(nh Vit Nam hin nay) th phi c mt NH ng ra lm trung tm

clearing v settlement.

Hnh 4: Th ca NH Cng thng Vit Nam Th quc t: y l loi th c chp nhn trn ton th gii, s dng cc ngoi t mnh thanh ton. Loi th ny cn s

tham gia ca cc t chc th quc t vi chc nng l trung gian clearing v settlement cc giao dch gia cc NH pht hnh v

cc NH thanh ton.

Hnh 5: Th VISA

2.3. Phn loi theo ch th pht hnh:

Th do NH pht hnh (Bank Card): l loi th do NH pht hnh gip cho khch

hng s dng mt s tin do NH cp tn dng.


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Th do t chc phi NH pht hnh: l loi th du lch v gii tr ca cc tp on

kinh doanh ln hoc cc cng ty xng du ln, cc ca hiu ln pht hnh nh

Dinner's Club, Amex...

3. Cc ch th lin quan n hot ng pht hnh v thanh ton th ATM

3.1 Ngn hng pht hnh

L NH c NHNN cho php thc hin nghip v pht hnh th, cp th cho

cc ch th l c nhn s dng, chu trch nhim thanh ton v cung cp cc dch v

lin quan n th .

3.2 Ngn hng thanh ton

L NH c NH pht hnh th u quyn thc hin dch v thanh ton th

theo hp ng; hoc l thnh vin chnh thc hoc thnh vin lin kt ca mt T

chc th quc t, thc hin dch v thanh ton theo tho c k kt vi T chc th

quc t . NH thanh ton th k hp ng trc tip vi cc n v chp nhn th

tip nhn v x l cc giao dch th ti n v chp nhn th, cung cp cc dch

v h tr, hng dn cho n v chp nhn th.3.3 Cc t chc th quc t

T chc th quc t l n v ng u qun l mi hot ng v thanh ton thtrong mng li ca mnh. y l Hip hi cc t chc ti chnh, tn dng ln cmng li hot ng rng khp v t c s ni ting vi thng hiu v cc sn

phm a dng: T chc th Visa, T chc th MasterCard, Cng ty th AmericanExpress, Cng ty th JCB, Cng ty th Diners Club, Cng ty Mondex. T chc thquc t a ra nhng quy nh c bn v hot ng pht hnh, s dng v thanh tonth, ng vai tr trung gian gia cc t chc v cc cng ty thnh vin trong viciu chnh v cn i cc lng tin thanh ton gia cc cng ty thnh vin.

3.4 n v chp nhn th

L t chc hoc c nhn chp nhn thanh ton hng ho hoc dch v bng

th theo hp ng k kt vi NH pht hnh th hoc vi NH thanh ton th nh nh

hng, khch sn, ca hng ... Cc n v ny phi trang b my mc k thut tip

nhn th thanh ton tin mua hng ho, dch v, tr n thay cho tin mt.

3.4 Ch th


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Ch th l nhng ngi c NH pht hnh th cp th s dng. Ch th

bao gm ch th chnh v ch th ph. Ch th chnh l ngi ng tn xin c

cp th v c NH pht hnh th cp th s dng. Ch th ph l ngi c

cp th theo ngh ca ch th chnh. i vi Ch th chnh, phi c cc iu kin sau: c nng lc hnh vi dn

s y theo quy nh ca php lut; l ch ti khon tin gi c nhn m ti

NHPHT (nu s dng th thanh ton); p ng cc iu kin v m bo tn dng

v cc iu kin khc do NHPHT quy nh (nu s dng th tn dng).

i vi ch th ph, phi c cc iu kin sau: c nng lc hnh vi dn s

y theo quy nh ca php lut; c ch th chnh cam kt m bo thanh ton

ton b cc khon tin thanh ton, li v ph pht sinh khi s dng th; p ng cc

iu kin khc ca NHPHT.

4. Li ch ca th ATM

Th NH l mt phng tin giao dch thanh ton an ton, vn minh v hin i.

4.1 i vi ch th

Th nht, th ATM l mt phng tin thanh ton hin i, gip ch ththanh ton ti cc c s chp nhn th m khng cndng n tin mt, thm ch

cn c th c chi tiu trc, tr tin sau, cung cp cho khch hng mt kh nng

m rng cc giao dch ti chnh.

Th hai, th ATM cng tin ct gi v bo qun hn so vi tin mt.

Trong trng hp ch th b mt hay tht lc th, s tin ca ch th vn c

m bo.

Th ba, nh c th ATM m ch th c th d dng qun l vic chi tiuca mnh.

4.2 i vi ngn hng

Xt v tm v m, vic m rng cung cp dch v thanh ton bng th chnh l n lcca cc ngn hng trongqu trnh y mnh hin i ho cng ngh NH, a dng hohn na dch v NH p ng c nhu cu tt yu ca x hi. y cng l tin gipcc NH tham gia vo qu trnh ton cu ho v hi nhp vi cng ng ti chnh thgii thun li hn, bi thanhton bng th tr nn rt ph bin trn th gii.

Xt v tm vi m, cc NH nh vo vic lp ti khon ca ch th thu ht

v tn dng c mt ngun tin nhn ri trong dn c. Bn cnh li thu c


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mt khon ph t vic lp cc ti khon thanh ton cho ch th, ng thi gim

c chi ph bo qun v vn chuyn tin mt.

4.3 i vi cc c s chp nhn th

Th nht, cc c s kinh doanh chp nhn thanh ton bng th khng nhngto c mi trng thanh ton hin i v vn minh cho khch hng m cn lm

cng tc qun l k ton ti chnh s d dng hn.

Th hai, vic chp nhn th cn mang li li ch cho cc c s chp nhn

th nh mt bin php m rng th trng v doanh s. Th tn dng l mt cch

thc m rng kh nng ti chnh cach th, gip ch th chi tiu vt qu kh

nng ti chnh ngn hn ca mnh, lm tng sc mua, kch cu. Bn cnh , cc c

s ny cn c th thu ht thm c nhiu khch hng, nhng ch th c thi

quen s dng th thanh ton, v nht l khch du lch nc ngoi.Th ba, cc c s chp nhn th c hng li ch t chnh sch khch hng ca NH. Ngoi vic cung cp y cc my mc,thit b cn thit cho vic thanh ton, cc NH cn gn cc u i v tn dng, v dch v thanh ton vi Hp ng chp nhn thanhton th nh mt chnh sch khp kn.

Th t, cc c s ny cng tit kim c chi ph bo qun v vn chuyn

tin mt, gim thiu cc ri ro khi thanh ton bng tin mt nh tin gi, mt trm,

mt cp ...

4.4 i vi nn kinh t

Th ATM l mt phng tin thanh ton khng dng tin mt, th ATM

lm gim khi lng tin mt trong lu thng. Hu ht mi giao dch th trong

phm vi quc gia hay ton cu u c thc hin v thanh ton trc tuyn,

mi thng tin v giao dch th c x l qua h thng my tnh in t thun

tin, nhanh chng, chnh xc, tc thanh ton nhanh, gp phn tng tc

chu chuyn vn. Vi cng ngh hin i, mi giao dch u nm trong kh

nng kim sot ca NH, to nn tng cho cng tc qun l v m ca Nh nc,

thc hin chnh sch tin t quc gia. S tin li m th mang li cho ngi s

dng, c s chp nhn th, NH khin cho ngy cng c nhiu ngi a chung

s dng th, tng cng chi tiu bng th. Thanh ton bng th to ra mt mi

trng thng mi vn minh, hin i, l yu t thu ht khch du lch v cc

nh u t nc ngoi.

II- CHT LNG DCH V TH


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1- Cht lng dch v th

Cht lng dch v th l kh nng NH pht hnh th p ng nhu cu

ca ch th nhm lm thun li qu trnh thanh ton hng ho dch v. Ta

dng cc tiu ch khc nhau nh gi cht lng dch v th.2- Tiu ch nh gi

2.1 Tnh nng v tin ch ca th ATM

Cht lng cung ng ca mi tnh nng v tin ch lm nn cht lng ca

dch v th ATM. Th ATM c cc tnh nng v tin ch chnh sau:

Rt tin mt: cho php ch th rt tin mt ti my ATM t ti khon ca mnh.

Chuyn khon: chuyn tin t ti khon ny sang ti khon khc. Vit Nam

hin nay, cc my ATM ch cho php chuyn tin t ti khon ny sang ti khon

khc nu cc ti khon ny c lp cng mt NH. Nu mun chuyn khon

cho, khch hng buc phi n cc c s giao dch chuyn khon.

Thay i s PIN: cho php ch th i s PIN. S PIN l m s c nhn ring

ca ch th thc hin giao dch rt tin ti cc my ATM. M s ny do NH pht

hnh th cung cp cho ch th khi pht hnh. i vi m s PIN, ngi ch th

phi gi b mt, ch mt mnh mnh bit.

In sao k ti khon: in ra bn tm tt cc giao dch m khch hng thc hin,

c coi nh l mt bo co chi tit ca NH v cc giao dch m khch hng

thc hin

Gi tin mt t ng t my ATM vo ti khon

Thu chi: l vic cho php khch hng chi vt s tin mnh c trong ti khon,

hay ni mt cch khc, y l hnh thc m khch hng c th vay mn t NH mt

s tin theo hn mc phc v vo mc ch tiu dng. Thanh ton ha n dch v, bn th co, thanh ton hng ha ti cc im chp

nhn th v cc my c th POS.

2.2 Cht lng phc v ca h thng my ATM v cht lngh tr khch hng

2.2.1 Cht lng dch v ca h thng my ATM

Cht lng dch v ca h thng my ATM c th hin qua mt s kha

cnh c th sau:


15/54


S lng my ATM v s lng th ATM: phn nh ph sng ca dch v

th ATM, s lng my ATM v th ATM cng nhiu th kh nng phc v khch

hng cng ln. Tuy nhin, iu ny khng phi l tuyt i bi kh nng phc v

khch hng ca my ATM cn ph thuc vo cc vn k thut khc. a im chp nhn th: phn nh mc thun li m dch v them n cho

khch hng. Nu a im chp nhn th l nhng a im thun li cho khch

hng khi mua bn v thanh ton hng ho th dch v th t cht lng tng i tt.

Thi gian phc v khch hng thc t ca my ATM: Thi gian phc v khch

hng ca my ATM l thi gian my ATM hot ng v cho php ch th khai thc

cc tin ch cp n trn. Thi gian my ATM hot ng cng cao th kh

nng p ng cc nhu cu ca ch th cng nhiu.

Trn l thuyt th cc my ATM hot ng 24/24, nhng trn thc t, iu

ny ph thuc vo nhiu yu t nh a im t my ATM, hay my ATM l

ca NH pht hnh th no ...

2.2.2 Cht lng h tr khch hng

Cht lng h tr khch hng l dch v h tr t pha nhn vin ngn

hng, c p dng trc v sau khi khch hng s dng dch v cung cp

th, nhm gip khch hng hiu bit qu trnh ng k, s dng th ATM cng

nh hiu lm th no khai thc ht cc tin ch ca th ATM.

2.4Ri ro i vi khch hng trong qu trnh s dng dch v thATMy c coi l mt tiu ch nh gi cht lng dch v th bi khch

hng chnh l trung tm v l ch ngm ca dch v th ATM, nu cng c tri ro xy ra vi khch hng khi s dng dch v th th cht lng dch v th

cng cao. y c th coi l mt khi nim b tr vi khi nim s hi lng ca

khch hng khi s dng dch v th ATM. Nhng v khi nim rt tru

tng v kh o m, nn nhm vit ti chn yu t ri ro i vi khch

hng trong qu trnh s dng dch v th ATM nhl mt tiu ch nh gi

cht lng dch v th ATM.


16/54


Khch hng, hay cc ch th, khi s dng dch v th ATM thng gp cc

ri ro. Ri ro chnh l cc tn tht v vt cht ln phi vt cht , pht sinh trong qu

trnh khch hng s dng dch v th. Ri ro pht sinh trong qu trnh s dng th

ATM bao gm cc ri ro sau: Khch hng khng rt c tin: trc trc xy ra t pha my ATM, mc d

khch hng cho th ATM vo my nhng vn khng rt c tin mt.

Giao dch b i tin nhiu ln: mi ln giao dch, khch hng a th ATM

thanh ton, bnh thng ti khon ca khch hng NH s b khu tr i mt s

tin ng nh s tin khch hng mua hng, nhng do s c k thut nn ti

khon ca khch hng NH b khu tr nhiu hn s tin m khch hng thc t

phi thanh ton.

B mt tin trong ti khon: y l ri ro xy ra vi khch hng do ti phm tin

hc li dng s h k thut rt tin trong ti khon ca khch hng. Loi hnh ti

phm th ny c hai dng chnh.

Sao chp v to bng t gi (skimming): Cng ngh lm th ph bin

hin nay l th t v th chip. Cc NH nc ta hu ht ang pht trin h

thng th t. Vi loi th ny, ch cn mt bng mch in t hai u c

bng t, ti phm c th lm ra nhng chic th tng t. Ngoi ra, d liu

bo mt cn c th b nh cp trong qu trnh truyn t n v chp nhn

th n ni thc hin giao dch.

Thng tin c nhn ca khch hng b ly cp (fishing): mc d h thng

bo mt ca cc NH rt kh xm phm, nhng k trm tin hc vn c th

xm phm v ly trm thng tin c nhn ca khch hng. Khch hng nu

khng cn thn s b l s PIN, dn n mt tin trong ti khon. Ri ro pht sinh do hnh vi gian ln trong lnh vc th ca cn b th NH. Trong

nghip v ngn hng din ra hng ngy, cn b th li dng nhng kin thc

chuyn mn ca mnh, li dng v tr cng tc cng nh nhng l hng trong quy

trnh tc nghip t mnh hoc cu kt vi ngi khc tin hnh cc hnh vi gian

ln, gi mo gy tn tht cho khch hng v NH. Cc hnh vi gian ln ny thng

c che giu k cng, kh pht hin gy tn tht ln v mang tnh h thng vi

NH. Vit Nam hin nay, khch hng cha phi i mt vi loi hnh ri ro ny.


17/54


.


18/54


CHNG II

THC TRNG CHT LNG DCH V TH ATM CA

H THNG NGN HNG THNG MI VIT NAM

I- THC TRNG CUNG NG DCH V TH ATM

1 Tnh nng v tin ch ca th ATM

Nh trnh by trn, cht lng cung ng ca mi tnh nng v tin ch

lm nn cht lng ca dch v th ATM. Sau y l bng iu tra v tnh hnh

cung cp cc tnh nng tin v tin ch ca th ATM mt s cc NHTM Vit

Nam: BIDV, VCB, TCB, VBA, ICB, ACB, EAB, SCB, Habubank.

Vi mc ch khai thc tt th trng th cn non tr Vit Nam, cht lng

dch v lun c cc NH ch trng hng u. Do , cc NH ngy cng cung cp

nhiu tin ch ca th ATM, nhm p ng nhu cu thanh ton ca mt x hi ang

pht trin. Dch v h tr khch hng cng rt c ch trng xy dng nhm p

ng yu cu ca khch hng mi lc mi ni.

Tin ch cung cp ti my ATM bao gm nhng tin ch c bn v nhngtin ch hin i phc v nhu cu a dng ca khch hng. Nhng tin ch c bn

nht bao gm rt tin mt, gi tin mt t ng t my ATM, thu chi, chuyn

khon, thay i s PIN v in sao k ti khon ... Ring hai tin ch rt tin mt v

i s PIN c cung cp bi tt c cc NH. Nhng tin ch hin i bao gm thanh

ton ha n dch v, bn th co, thanh ton hng ha ti cc im chp nhn th

v cc my c th POS ...

Khng phi NHTM Vit Nam no cng cung cp y cc tin ch. Ngoi

ra, mc d vi s xut hin ca 3 lin minh nh hin nay (banknet, VNBC v

Connect 24) nhng ch th ca cc loi th trong lin minh trn thc t li khng

th s dng ht nhng tin ch nh ti my ATM ca NH pht hnh th cho mnh.


19/54


Bng 1: Cc tnh nng v tin chca th ATM do cc Ngn hng cung cp

STT CC DCH V TRN ATM

BIDV

VCB/

TCB

VBA

ICB

ACB

EAB

SCB

HaBu

Bank

1Rt tin mt (CashWithdrawal)

2Thu chi

0TC

B0 0 0 0 0

3 Gi tin mt vo ti khon NH qua my gi tin tng (Cash Deposit)

0 ang

tri

n

kh

ai

0 0 0 0

4 Chuyn khon (Account toAccount Transfer)

0 0

5 Yu cu in sao k ti khon(Request for statement)

0 0 0

6 i s PIN (PIN Change)

7 Bn th dch v tr trc(th in thoi, internet )

0 0 0 0

8 Thanh ton ha n ang

trinkhai

ang

tri

n

khai

PO

S

POS

Do ngi Vit Nam c thi quen tiu tin mt nn tin ch rt tin mt ti

cc my ATM c u tin pht trin. Cc NH ch trng vo phn on th trng,

a ra cc loi th ATM c hn mc rt tin trong ngy, s tin rt ti a mt ln,

s ln rt tin ti a trong ngy khc nhau. ICB a ra ba loi th khc nhau l th

S-Card (th dnh cho sinh vin), C-Card (th ph thng), G-Card (th dnh chothng nhn). Hn mc rt tin ca ba loi th ny l 5 triu/ngy, 10 triu/ngy, 20


20/54


triu/ngy. Tng t, s ln rt tin v s tin ti a rt mt ln cng nhiu hn i

vi ch th l thngnhn, nhng ngi c nhu cu giao dch thng xuyn hn.

Techcombank cng a ra ba loi th, th chun, th vng v th c bit. i vi

khch hng Vit Nam c nhu cu s dng tin mt cao, th ph rt tin rt quantrng c bit hn na vi nhng khch hng c qu trnh s dng th lu di. Hin

nay, mt s NH nh VCB, ICB, TCB, EAB (di 10 triu), min ph cho cc giao

dch rt tin trong hn mc rt tin. y l mt u im ca cc NH Vit Nam. Mt

s ngn hng khc quy nh s ln rt tin min phtrong thng nh ANZ (4 ln),

Sacombank (5 ln), cc ln rt tin sau u tr thng vo ti khon 1 s ph nht

nh theo quy nh ca tng NH. Th rt tin quc t VISA l mt loi th ton cu,

rt ni ting trn th gii cho php rt min ph 10 ln/thng. Tuy nhin, trong tin

ch rt tin mt vn cn hn ch, l v tr t my ATM cn nhiu bt cp. Hin

nay mng li hoat ng ca my ATM v cc im chp nhn th tng i

rng ri, nhng li nm nhng khch sn ln sang trng ni a s ch th him

khi ti tiu tin. Trong khi ti cc ch hoc cc trung tm mua sm ni ngi

dn c nhu cu thanh ton th li t c quan tm hn.

Ngc li vi dch v rt tin t ng t my ATM l tin ch gi tin mt

t ng t my ATM thay v phin giao dch ti NH. Hin nay, mi ch c cc

NH trong lin minh th VNBC (4 NH) vi nhng my ATM c nhiu chc nng

hin i mi cung cp tin ch ny.

Thu chi l mt dch v mang tnh cht ca th tn dng, nhng mt s NH

TM Vit Nam cng cung cptrong nhm tng thm li ch cho ch th. Hin nay,

mi ch c mt vi NH phc v dch v ny nh EAB, TCB.

Chuyn khon bao gm chuyn khon t ti khon ny sang ti khon kia, hai tikhon ny thuc cng mt NH v t ti khon ny sang ti khon kia, hai ti khon nythuc hai NH khc nhau. Tuy nhin tin ch ca th ATM cng nh ca my ATM chcho php ch th chuyn khon trc tip ti my ATM nu hai ti khon cng thucmt NH. Nu ch th mun chuyn khon gia hai ti khon thuc hai ngn hng khcnhau th phi ti cc im giao dch chuyn khon. Hin nay, mt s NH trong linminh th VCB nh NH Ngoi thng, NH K thng, NH qun i, NH quc t,Phng ng, Phng Nam, NH Si Gn chuyn khon c cho nhau v tng ttrong lin minh th VNBC (4 NH). Chuyn khon trong cng mt NH v cng thnh

ph/tnh pht hnh th ti im giao dch c min ph ti hu ht cc NH. Tuy nhinchuyn khon gia cc NH v khc tnh thnh ph pht hnh th ti im giao dch

thng phi np ph. Cngtng t nh rt tin mt ti my ATM, cc NH c dch vth pht trin th cng c dch v chuyn khon trc tip trn my ATM c nhiu u i


21/54


hn i vi khch hng, nh VCB min ph cho cc giao dch chuyn khon, TCB minph cho cc giao dch trong nc di 10 triu, ICB min ph cho cc giao dich chuynkhon trong h thng ICB trong hn mc 100 triu v khng hn ch s ln chuynkhon trong ngy. Cn li, cc NH khc thu mt s ph nht nh i vi dch vchuyn khon trn my ATM. Hin ti, cc NH nc ngoi ti Vit Nam nh HSBC

khng cung cp dch v chuyn khon gia cc ch ti khon khc nhau cn ANZ cungcp dch v trong H Ni v TP H Ch Minh nhng vi mc ph cao ($3). Mc d tc mt s thnh cng trong vic kt ni trong ni b cc lin minh th nhng cn

phi m rng kt ni p ng c nhu cu ca khch hng cc NH khc nhau vcc tnh thnh ph khc nhau.Bn cnh nhng tin ch c bn trn, cn c cc tin ch hin i khc nh thanh

ton ha n dch v, bn th co, thanh ton hng ha ti cc im chp nhn th

v cc my c th POS. Cc tin ch ny ngy cng c nhiu NH khai thc do

tnh cht u vit ca n. Thanh ton ha n dch v mang li rt nhiu li ch cho

khch hng nh khch hng lun ch ng vic thanh ton, hn na li tit kim

c nhiu thi gian, sc lao ng ca nh cung cp dch v, pht huy c vai tr

ca NH trong i sng kinh t x hi. Dch v ny c nhiu NH pht trin nh

VCB, TCB, ICB, HabubankHin nay ang tn ti mt xu hung l cc NH trong

khi tha thun gia tng tin ch s pht trin dch v ny. Ngoi ra, th ATM ca

cc NH nh VCB, TCB, ICB, EAB, Habubank cn cho php ch th mua cc loi

th co tr trc nh th co in thoi, th internet vi gi cnh tranh. Khc h hngs khng ly th in thoi v th internet trc tip t my ATM m s c my

ATM cung cp username v password sau khi chuyn khon t ti khon ca mnh

vo ti khon ca cng ty bn th in thoi v th internet.

2. Cht lng phc v ca h thng my ATM v cht lng h tr khch hng

2.1 Cht lng phc v ca h thng my ATM

S lng my ATM v s lng th ATM

Dch v th ATM mi c gii thiu ti th trng Vit Nam vo cui

nhng nm 90. Ban u ch c 4 NHTM kinh doanh ATM, n nay dch v ny

bng n vi s lng ln n gn 20 NHTM. Cc NH ny cng pht hnh v tham

gia chia s th trng th, bao gm: NH Ngoi thng VCB, NH Nng nghip v

pht trin nng thn Agribank, NH Cng thng ICB, NH u t v pht trin

BIDV, NH TMCP xut nhp khu Eximbank, NH Si Gn thng tn Sacombank,

NH ng EAB, NH K thng Techcombank, NH TMCP Qun i MB, NH


22/54


Phng Nam , NH Si Gn, NH TMCP cc doanh nghip ngoi quc doanh VP

Bank, NH TMCP quc t VIBank, NH Phng Nam, NH Hng Hi MSB v NH

Bc . Hin nay, cc NHTM ang lao vo mt cuc ua tranh mi trong vic y

mnh ph sng ca cc my ATM, to thun tin hn na cho khch hng trongvic s dng v thanh ton bng th. Nhiu my hn na ng thi vi vic ngi

s dng c nhiu hn na c hi tip cn v khai thc cc tnh nng v tin ch

ca th ATM .

Ch sau 2 nm (t 2002 n 2004) s lng my ATM tng xp x 10 ln

(t 111 my nm 2002 ln n gn 1.000 my nm 2004)1. Nm 2005, con s trn

ln ti 1800 my trn ton quc. Tuy nhin, s lng my ATM trn u ngi dn

thnh th hin ti (khong 20 triu dn, tnh n nm 2005) l 1 ATM/26.000 ngi2.

Con s ny cn rt khim tn so vi nhu cu s dng th ATM ca ngi dn.

Biu di y cho thy s lng my ATM ca cc NHTM ti Vit Nam

qua cc nm, t 2002 n 2005. Ta c th nhn thy s gia tng t bin ca s

lng my ATM qua cc nm.

1Ngun: Hi th Ngn hng Vit Nam



23/54


Bng 2: S lng my ATM ti Vit Nam qua cc nm3

111

302

963

1800

0

500

1000

1500

2000

2002 2003 2004 2005

Trong nm 2006, mt s NH dn u th trng th v ang c k hoch

tng s lng my ATM, c th nh sau: Vietcombank, NH ng u th trng ththanh ton Vit Nam, hin s hu 400 my ATM v d kin trong nm nay con s

trn s c tng gp i, tc l s lp t thm 400 my mi; Agribank, NH ng

th hai trn th trng th thanh ton th thng bo s tng gp 3 ln s lng my

ATM hin c ca NH ln con s 600 my, cn BIDV l NH c s my nhiu th 3

th d nh s tng s my ATM ca h t 196 my ln 344 my vo cui nm

2006. y l nhng tn hiu rt tch cc t pha cc NH, bo hiu mt thi k cnh

tranh si ng ca th trng th ATM gia cc NHTM Vit Nam.

Biu di y cho thy s lng my ATM ca cc NHTM Vit Nam.

Ta c th thy r s p o ca VCB vi 22,22% s lng my, sau l Agribank

vi 11,33%, ng th ba l BIDV vi 10,89%, tip n l Incombank vi 7,5 % v

cui cng l EAB vi 7,78%.

3Ngun: Hi th Ngnhng Vit Nam


24/54


Bng 3: S my ATM ca cc Ngn hng - tnh n u nm 20054

Cc NH khc;

725;40,28 %

AB; 140; 7,78 % Incom Bank; 135;

7,5 %

VCB; 400; 22,22 %

Agri bank; 204;

11,33 %

BIDV; 196; 10,89 %

VCB; 400; 22,22 %

Agri bank; 204;

11,33 %BIDV; 196; 10,89

%Incom Bank; 135;

7,5 %EAB; 140; 7,78 %

Cc NH khc;

Cng vi s gia tng ng k ca s lng my ATM l s tng nhanh v

mnh m ca s lng th ghi n ni a ATM. Tc tng trng th bnh qun

t chng 300 %/nm. Nm 2005, s lng th ATM pht hnh ca cc NHTM

c t 760 000 th. Tuy nhin ch trong nm 2005, tng lng th pht hnh ln

ti con s 2,5 triu th, gp khong gn 3 ln so vi s lng th phat hnh trong

nm 2004. S d c s gia tng t bin trong s lng th nh vy l do cc chin

dch khuyn mi rm r, gim ph ng k th v c s phn on khch hng ca

cc NH khi cung cp dch v th.

Bng 4:Th ghi n/ATM ang lu hnh (nghn th) tnh n cui nm 20045

80

240

760

0

200

400

600

800

2002 2003 2004


5Ngun: Ht th Ngn hng Vit Nam


25/54


Cc NH thc hin chin dch khuyn mi rm r, gim ph ng k th

ca cc NH. V d nh, VCB gim 70 % ph pht hnh th nhn dp 30/4, do s

lng th pht hnh ca NH ny tng ln 100 000 th. Agribank th tng ln

c 30 000 th do gim 50 % ph pht hnh th. Ba NH ng u th trng thhin nay l VCB vi 700 000 th, d tnh n cui nm 2006 s t con s 1,2

triu th. VCB chim n 28 % th phn. Tuy nhin y li l mt s tt li ca

VCB trn th trng th. So vi nm 2005, VCB chim 52,3 % th phn vi 510

000 th. Ch u nm 2006, cc NH khc vn ln cnh tranh mt cch mnh

m vi VCB trn th trng th thanh ton y tim nng ny. ng v tr th hai

l Agribank vi 200 000 th v th ba l EAB vi 160000 th. iu ny chng t

rng khch hng ngy cng t ra quan tm hn na ti hnh thc s dng th trong

thanh ton.

Mt iu na l c s phn on khch hng ca cc NH khi cung cp

dch v th. Cc NH gi y khng ch ti nhng i tng c thu nhp cao

hay cc i tng c thu nhp cao trong x hi na m m rng ra c khi hc

sinh, sinh vin cng nhn vin chc. c rt nhiu t khuyn mi rm r pht

hnh th ATM min ph cho sinh vin cc trng i hc nh ca Agribankmin

ph pht hnh th cho khch hng lm th ATM ln u t 5-4 n 19-5-2005, hay

nh ca VIBank, sinh vin c th dng th ATM nhn tin sinh hot t gia nh

m khng phi nhn qua bu in rt mt cng v mt thi gian do phi xin du xc

nhn ca nh trng. Cn i vi gii cng nhn vin chc, h c th nhn lng

trc tip t cc my ATM, ch ng trong chi tiu trong khi nhng nhn vin lm

cng tc qun l tin lng th c gim bt phn no gnh nng cng vic do vic

chi tr lng mt cch th cng, thng ko di t 4 - 5 ngy vi cc cng vic nhnhn tin t th qu, ri m tin v cho vo tng phong b tr cho tng nhn

vin. Nh vy, vi vic s dng th ATM, x hi gim bt c phn no mt

s cng an khng cn thit, gip tit kim ng k ngn sch ca cc c quan

doanh nghip.

C s chp nhn th:

S lng cc c s chp nhn th cha nhiu, mc d cc NH c ch trng

tng cng s lng cc a im ny p ng nhu cu thanh ton khng dng


26/54


tin mt ca khch hng. EAB c 246 c s chp nhn th, tnh n u nm 2006.

Habubank tnh n u nm 2006 cng c 248 c s chp nhn th. Cc c s chp

nhn th phn b khng ng u, ch yu tp trung cc thnh ph ln,cc khu

th ng dn c.Tnh n ht Qu I nm 2004, VCB c 364 c s chp nhn th trong khp

18 tnh thnh trn c nc, trong H Ni c 81 im v TP H Ch Minh c 161

im. Trong 81 c s chp nhn th H Ni, c 5 c s l siu th, 30 c s l ca

hng nh l, 10 c s l cc nh hng cung cp dch v n ung, 9 c s l cc

khch sn nh, v 27 c s l cc i im kinh doanh nh khc. Ch yu cc ca

hng, nh hng v khch sn chp nhn thanh ton th ca VCB l cc im kinh

doanh nh l. iu ny cho thy cc NHTM Vit Nam vn cha n lc kt ni

c th to nn mt mng li chp nhn thanh ton th bao gm cc h thng ca

hng ln quy m hn, vi slng v i tng khch hng tim nng hn.

Thi gian phc v khch hng thc t ca my ATM

ATM l phng tin thanh ton t ng nn nu thi gian phc v cng cao

cng chng t u th vt tri ca loi hnh thanh ton ny. Do vy, cc NH khng

ngng pht trin thi gian phc v khch hng thc t ca my.

Theo mt kho st ni b ca NH u t v pht trin, n thng 3/2005 NH

Ngoi Thng l NH c mng li ATM hot ng 24/24 ph sng rng nht trong

c nc bao gm 296/354 my trn c nc (84%). S my ATM hot ng 24/24

ca NH u t v pht trin tng t 23/100 my (cui nm 2004) ln 90/196 my

(3/2005). S d khng phi 100% s lng my ATM hot ng 24/24 l do cc

im t my ti cc khch sn hoc ti chi nhnh, a im giao dch c a NH

thng hn ch v thi gian phc v. Cc my ny ch hot ng trong gi hnhchnh hoc trc 9h ti. Cn ti cc a im cng cng khc cc my ATM c

iu kin hot ng 24/24.

2.2 Cht lng dch v h tr khch hng

Hin nay, cc NH thng s dng nhiu phng tin song song h tr khch

hng trong phi k n cc phng tin nh in thoi c nh, Internet, mng di

ng, v t vn trc tip ti cc NH. Hu ht cc NH u c cc phng th trc tip

hng dn v t vn kin thc v th vnhng thc mc v th ca khch hng.


27/54


i vi a im t my th khch hng lun c h tr thng tin 24/24 t

pha ngn hng. Internet cng ngy cng ng vai tr quan trng hn v phng

thc ny c th cung cp rt nhiu thng tin cho khch hng vdch v th bao gm

tin ch, biu ph, cc a im t my ATM, mng li hot ng ca NH, cc tintc cp nht hng ngy v chng trnh khuyn mi, tnh hnh bo mt v cc

hng dn cho cc c nhn s dng th an ton... Ngoi ra, NH cng thng cn g

trin khai dch v tra cu a im t my ATM trn mng in thoi di ng.

Tuy nhin, c mt s thiu st ca cc NHTM Vit Nam trong dch v th

l cha c cc hng dn c th khch hng c th t bo v mnh trc nn

n cp tin trong ti khon. Cc hng dn hin nay mi ch dng li hng dn

cc thao tc i vi my ATM, nhng hng dn c th v cch bo v PIN, bo v

thng tin c nhn ti cc a im giao dch, im chp nhn th v cc my ATM

vn cha c nhiu. Khi b mt th nhng ni khng c phng tin lin lc, khch

hng cng khng bit lm th no t bo v mnh. Phng th ca mt s NH

cng cn yu trong vic ch ng cung cp cho khch hng thng tin v cc tin ch

c trong chic th ca h. V th khch hng Vit Nam a s c nhu cu rt tin mt

t th ch khng quan tm n cc giao dch khc.

3. Ri ro i vi khch hng trong qu trnh s dng dch v th ATM

Khng rt c tin

yl mt trong cc ri ro m khch hng thng gp khi s dng dch v

th ATM ca cc NHTM Vit Nam. Ri ro ny c th l do trc trc k thut ca

my ATM, hoc cng c th l do tin khng c a vo my kp thi. Vo

nhng lc cao im, cc my ATM ri vo tnh trng qu ti, khin cho khch hng

khng th rt c tin. Hin tng ny thng xy ra vo thi im l tt, khi ccnhu cu rt tin mua sm tt ca khch hng ln cao t ngt, v khi cc cng ty

chi lng thng cho nhn vin, khin nhu cu rt tin tng cao. Nhu cu rt tin t

my ATM cao nht l trn di 50 t ng trong mt ngy.

Khng ch xy ra vo cc dp l tt, hin tng khng rt c tin ti my

ATM cn i khi xy ra, gy phin h cho khch hng v khng rt c tin mt

chi tiu. Hin tng ny mi ln xy ra ch ko di vi pht, hoc lu hn l


28/54


trong vi ting, sau c pha NH khc phc ngay sau khi nhn c phn hi t

pha khch hng.

Mt tin trong ti khon

y l ri ro i khi xy ra vi cc ch th. Nh trnh by phn lthuyt, y l ri ro xy ra vi khch hng do ti phm tin hc li dng s h k

thut rt tin trong ti khon ca khch hng. Ti phm tm mi cch ly tin

trn trong ti khon ca ch th thng qua nhiu cch.

Ti phm th c th sao chp v to bng t gi. Vit Nam, loi ti phm

ny kh ph bin. Trong trng hp ny, ti phm th s dng th gi lm bng

cng ngh sao chp v to bng t gi rt trm tin. Cng ngh lm th ph bin

hin nay l th t v th chip. Cc NH nc ta hu ht ang pht trin h thng th

t. Vi loi th ny, ch cn mt bng mch in t hai u c bng t, ti phm

c th lm ra nhng chic th tng t. Ngoi ra, d liu bo mt cn c th b nh

cp trong qu trnh truyn t n v chp nhn th n ni thc hin giao dch.

Cng vic trang b kin thc v bomt th cho khch hng dng nh ch c

thc hin mt cch qua loa v thiu s quan tm ng mc, dn n nhng v kin

m khch hng lun l ngi thit thi Khch hng khng cn cch no khc l

phi t gnh chu khi c ri ro xy ra.V rt nhiu l do nu trn, th t c nh

gi l c bo mt yu. Khc phc nhc im ny ca th t khng phi n

gin. Hin nay cc NH ang c xu hng chuyn sang s dng th chip. Tuy nhin,

vic c nn thu thm ph khi chuyn t th t sang th chip hay khng l vn cc

NH ang xem xt. VCB l mt trong nhng NH ang tin hnh chuyn t th t

sang th chip, vi mc ph thu thm t 20.000 n 30.000 VND.

Ti khon ca ch th cn c th b mt tin do thng tin c nhn ca

khch hng b ly cp phc v cho vic lm th gi. Ti phm th gn thit b

cvo nut th trn my ATM nhm n cp thng tin ti khon ca khch

hng, t d dng sn xut nhiu th t gi. ng thi chng cn gn mt

camera b xu cho php quay cn cnh bn phm trn ATM n cp s PIN truy

cp ti khon ca ch th. Loi hnh ti phm ny tng i ph bin cc nc

c dch v th pht trin. Cn Vit Nam, loi hnh ti phm ny cha ph bin,

bi vic lp t cc thit b c trm khng phi l iu n gin. cc im t
http://www.vnexpress.net/Vietnam/Vi-tinh/2004/12/3B9D9B9B/http://www.vnexpress.net/Vietnam/Vi-tinh/2004/12/3B9D9B9B/http://www.vnexpress.net/Vietnam/Vi-tinh/2004/12/3B9D9B9B/http://www.vnexpress.net/Vietnam/Vi-tinh/2004/12/3B9D9B9B/http://www.vnexpress.net/Vietnam/Vi-tinh/2004/12/3B9D9B9B/


29/54


my ATM, cc NH u b tr camera chng trm v thc hin mt s bin php

an ninh nn vic gn cc thit b c trm rt kh. Vic s dng cc camera khng

dy quay t xa cng rt kh bi vic mua bn loi camera ny c cc c quan

an ninh kim sot cht ch. Tuy nhin, th trng th Vit Nam cng ang phii mt vi nguy c ti phm th quc t. nc ta 60% ch th cha cn trng

vi cc thao tc trn my ATM, nn xc sut l thng tin c nhn v l s PIN

ang c chiu hng gia tng.

Giao dch b i tin nhiu ln

y cng l hin tng rt t xy ra i vi cc khch hng s dng

dch v th ATM. Khi thanh ton ti cc im chp nhn th, ch th s nhn

c mt ha n xc nhn giao dch. Ha n ny cho ch th bit s tin

tiu trong giao dch v s tin cn li trong ti khon. Nu nh ri ro giao dch

b i tin nhiu ln xy ra, cc ch th c th em ha n ti cc im giao

dch c n b. Tuy nhin nh ni, cc im POS rt t khi xy ra

trng hp ny.

II- NH GI CHUNG V THC TRNG CHT LNG DCH V TH

1.Nhng kt qu t c

S tng trng vt bc ca s lng my v s lng th: Nh trnh by

phn thc trng, tc tngtrng ca th trng th ATM ln n 300%/nm.

iu ny l tn hiu ng mng bi nhu cu s dng th ATM ngy cng tng.

ng thi n cng phn nh nhng n lc nng cao cht lng dch v ATM ca

cc NHTM Vit Nam.

Tng bc thay i c thi quen dng tin mt trong chi tiu. Vi mt lot nhngbin php cnh tranh, gim ph ng k, ph rt tin, ph giao dch trn th ATM nhmkch cu trong dn chng, cc NHTM VN tin c nhng bc vng chc trongvic to oc thi quen dng th v hn ch tin mt trong chi tiu. Vo nm 1997, t lthanh ton dng tin mt/ tng s giao dch l 32,2% th n nm 2005 t l ny gimxung cn 21,4%

2.Nhng hn ch v nguyn nhn

2.1Hn ch

Tin ch s dng trn my ATM cha c tn dng mt cch trit .

chnh l vic khch hng cha tn dng ht c nhng tin ch ca th


30/54


ATM nh dng thanh ton ha n, thanh tan hng ha ...(nhng nghip

v mang li li ch kinh t cho NH, cho doanh nghip tham gia v s tin li

trong thanh ton cho khch hng). Ngoi ra, mc d vi s xut hin ca 3 lin

minh nh hin nay (s c trnh by k hn phn nguyn nhn) nhng chth ca cc loi th trong lin minh trn thc t li khng th s dng ht

nhng tin ch nh ti my ATM ca NH pht hnh th cho mnh. V ch c

th rt tin mt s my ATM nht nh nn gy ra rt nhiu bt tin cho ch

th, v h s phi i tm ng ct my ATM ca th mnh rt tin. Chng

hn nh gn y mt doanh nhn Hoa K, ng Ross khi ln u tin sang Vit

Nam rt ngc nhin khi thy c n 3 my ATM cng mt a im nh

hng v li l ca 3 NH khc nhau. Theo ng, iu ny s lm cho khch hng

phn no do d khi s dng th ATM v vi vic c th ATM trong tay nhng

khng giao dich c vi mt chic my ATM no c s khin bn mun dng

tin mt

H thng my ATM cn gp nhiu trc trc v mt k thut, gy gin

on giao dch v nh hng ti cht lng dch v, dn ti s khng hi lng

ca khch hng khi s dng dch v th ATM.

Trong qu trnh s dng th ATM khchhng vn cn gp nhiu ri ro.

l ri ro gi mo, n cp thng tin c nhn, ri ro do ti pham tin hc. c

bit vi qu nhiu l hng k thut nh hin nay th cng to iu kin thun

li cho ti phm th ngy cng ph bin. R rng l s tn ti ca qu nhiu

ri ro nh th l mt iu tr ngi trong quyt nh s dng th ca khch

hng.

Khu Marketing v dch v h tr khch hng cn yu. Mt trongnhng cch thc Marketing mt sn phm hay mt dch v chnh ti ngi

tiu dng l vic nu bt ln nhng u im tnh nng vt tri ca sn

phm hay dch v so vi nhng sn phm cng loi. Nht l trong mt x

hi cn qu b nh hng bi thi quen chi tiu bng tin mt nh Vit

Nam th vic a sn phm i su vo trong i sng ngi tiu d ng th

cng tc marketing cng cn c ch trng. Nhng y li l mt im yu

ca cc NHTM Vit Nam. Khch hng hu ht ch bit n tnh nng rt tin


31/54


ca th ATM hay coi ATM ch n gin l mt chic v. R rng khch hng

s cm thy t b thuyt phc trc nhng thng tin s si nh vy.

2.2 Nguyn nhn

2.2.1. Mi trng php l

H thng lut php, chnh sch, t chc, qun l, iu hnh h thng thanh

ton v m bo an ninh mng, qun l ri ro cn thiu v cha cht ch.

Hin nay, cc vn bn php l c th p dng vi cc giao dch ATM ch c 3 vn bn:

Quyt nh 371/1999 ca thng c NH Nh nc Vit Nam v vic ban hnh

quy ch pht hnh, s dng v thanh ton th NH.

Quyt nh 349/2002 v vic ban hnh quy nh v xy dng, cp pht, qun lv s dng m kha bo mt trong h thng thanh tan lin NH.

Ch th 02/2004 v vic tng cng cng tc bo m an tan trong hot ng

thng tin in t lin NH.

Quyt nh 349/2002 v ch th 02/2004 bc u to nn tng php l cho hot ng

ng dng cng ngh thng tin cho thanh ton lin NH nh c nhng nh ngha c

th v m kha bo mt, v hng dn s dng trch nhim ca ngi cp m kha bo

mt, ngi dng... Tuy nhin, mt im quan trng l quy nh v trch nhim trong

trng hp xy ra r r thng tin, l thng tin kha bo mt li c quy nh mt cch

rt s si nh :

iu 20. X l vi phm

Mi hnh vi vi phm quy nh v vic xy dng, cp pht, qun l v s dng M

kho bo mt trong h thng thanh ton in t lin NH, tu theo tnh cht,

mc m c th b x l hnh chnh hoc truy cu trch nhim hnh s v phichu trch nhim bi thng vt cht v nhng thit hi gy ra theo quy nh ca

php lut.

Cn vn bn iu chnh mi quan h v trch nhim v ngha v gia NH

v ch th ch c quyt nh 371/1999 . Trong ni dung quy inh trch

nhim ca NH pht hnh th i vi ch th trong nhng trng hp b mt


32/54


thng tin c nhn, l thng tin ti khon, quy nh c th trong trng hp ri ro

mt tin trong ti khon cng khng r rng v thiu s rng buc:

iu 19. Trch nhim ca NHPHT1. Tun th cc quy nh v pht hnh th ca t chc th quc t v ca NH Nh

nc Vit Nam.

2. ng k mu th v nhn hiu thng mi in trn th ti NH Nh nc;

3. Gii quyt hoc tr li cc khiu ni ca Ch th c lin quan n vic s dng

v thanh ton th;

4. Thanh ton y , kp thi cho NHTTT, VCNT i vi cc giao dch th c

thc hin ng hp ng;

5. Hng dn NHTTT thc hin quy trnh k thut, nghip v v bomt lin quan

n cc giao dch th i vi Ch th v yu cu NHTTT hng dn li cc quy

trnh ny cho VCNT;

6. Cc trch nhim khc theo hp ng s dng th v hp ng thanh ton th

Cc trch nhim khc ti iu 6 bao hm c trch nhim ca NH i vi vn

bo mt th li ch quy nh mt cch qu chung chung l theo hp ng s dng

th v hp ng thanh ton th, m nhng iu khan trong hp ng ny li do cc

NH pht hnh th t quy nh, khng c c ch no rng buc. iu ny gy nhiu

btli cho khch hng. y cng l li l gii mt phn cho s yu km trong bo

mt th ATM ca cc NH. Nh cp n phn thc trng, trong nhiu trng

hp thng tin khch hng b l, ti khon khch hng b mt tin, ngi b thua thit

trong nhngtrng hp ny phn ln l khch hng v h khng c n b thang. Khi chng ta cha c khung php l cht ch, mnh bo v quyn li

cho khch hng v quy nh c th, y trch nhim ca NH, n s to ra mt

tm mn chn v hnh bo v cho s tc trch ca cc NH trong cng tc bo mt

th ATM v khin cho tnh hnh tr tr v khng c ci thin.

2.2.2 V mt t chc

2.2.2.1 Thiu s lin kt gia cc NHTM vi nhau


33/54


Lin kt th l mt yu t quan trng to ra s thun li cho khch hng. S

bng n ca th trng th ATM trong thi gian qua, khi 20 NHTM tham gia vo

lnh vc ny th iu ny cng tr nn c ngha quan trng. Vi s ra i ca cc

lin minh, khch hng gi c c hi tn dng mi tin ch ca h thng ATM cacc NH trong lin minh ch khng phi ca ring NH pht hnh th. Mc d trn

th trng th ATM xut hin nhng lin kt nhng y ch l nhng lin kt

mang tnh t pht gia cc NH vi nhau v l nhng kt ni cc b theo nhm nn

cha pht huy c ht cc tin ch cung cp trn my ATM. Hin nay c 3 lin

minh th l Banknet Vietnam, VNBC (Vietnam Bankcard) v Connect 24.

Lin minh th nht gm 11 thnh vin : Agribank, Incombank, BIDV, ACB,

ng , Si Gn Cng thng SGB, Si Gn Thng tn v cng ty in ton v

truyn s liu, VP Bank, NH c phn hng hi MSB, Sacombank, c thnh lp

vo nm 2004 v hot ng theo m hnh cng ty, cc bn gp vn thnh lp cng

ty c phn chuyn mch ti chnh quc gia Vit Nam BanknetVN.

Lin minh th hai l VNBC ( Vietnambank card) gm 5 thnh vin: ngn hng

ng , NH Si Gn cng thng SGB, NH Pht trin nh ng bng sng Cu

Long MHB v Habubank. Mi y vo 24/5, United Overseas Bank UOB ca

Singapore va thamgia vo lin minh ny. y l mt trong nhng NH hng u

trong khu vc vi 500 vn phng, trong c 430 vn phng ti cc nc c,

Nht, Anh, Php, MLin minh trn cng ang chun b lin kt vi tp on

Chna UnionPay, iu ny ng ngha vi vic th do lin minh ny pht hnh c th

c chp nhn cc my ATM ca tp on China UnionPay Trung Quc,

Macao v Hng Kng

Hnh 6: Th ca lin minh VNBC

Lin minh th ba v cng l lin minh ln nht hin nay l Connect 24 do NH

Vietcombank ng u gm 18 thnh vin: Vietcombank, Eximbank, Chohung

Vina Bank, VIBank, Habubank, HSB, NH Vit VAB, NH Qun i MB, NH


34/54


Hng hi MSB, NH Bc , NH Tn Vit, NH NT Lo BCEL, NH Phng ng,

NH Phng Nam.

Lin minh ny c thnh lp vo thng 1/2004, mang tnh cht hip hi,

lin kt cng pht trin trong cc lnh vc: Kt ni h thng ATM

Kt ni h thng POS

Pht hnh th ghi n ni a

Pht hnh v thanh ton th quc

t theo m hnh thnh vin ph

Nguyn nhn th nht y chnh l cc NH ln khng chp nhn lin kt

vi cc NH nh. " Hin cc NH chia ralm hai khi. NH ln khng thm chi NH

nh. Cc NH nh cng kh kt ni vi NH ln bi t ti. l nguyn nhn cn

tr", trong ln trao i vi bo in t Vietnamnet, ng Trng Phng Bnh, tng

gim c ca NH ng EAB pht biu. C th thy riu ny khi nhn vo

2 lin minh th VNBC do Vietcombank ng u v VNBC do EAB khi xng

khi thy c s khc bit ln v quy m gia cc thnh vin ca hai lin minh th

trn. Mt bn bao gm ton cc NH nh nc nh Vietcombank, Eximbank

(Connect 24) vi mt bn gm ton cc NH TMCP nh EAB, ACB

Nguyn nhn th hai c nhc ti y chnh l t tng bao cp khch

hng ca cc NH. Vn ny nm tiu ch hot ng ca cc NHTM Vit Nam.

Khi c s so snh gia NHTM Vit Nam vi NH n c ngoi., theo nhn nh ca

Thi bo Kinh t Si Gn, NHTM nc ngoi lun t li ca khch hng ln hng

u, coi nh c s cho hot ng kinh doanh ca mnh. i vi h, khi kt quhot ng kinh doanh t mc ha vn th i vi h vn l sinh li, bi ci m

cc NH t c y chnh l khch hng. Nhng cc NHTM Vit Nam vn cha

t ti mc . Cc NH tm mi cch gi khch hng ca mnh v khng mun

chia s cho cc NH khc. Hn na vn cn t tng khuch trng s nh hng,

s bao trm ca NH mnh ln NH i phng hay ni cch khc l cha c s lin

minh lin kt cht ch gia cc NH vi nhau. Theo nh trn phn tch th

chnh l s lin kt ri rc, mang tnh cc b v theo nhm nn cha khai thc ht

Hnh 7: Mt s th caLin minh Connect 24


35/54


c tim nng rng ln ca th trng th. ng c Cng, chuyn gia t vn

trong lnh vc ti chnh NH cnh bo Vic cnh tranh v ct c khch hng khng

ch lm thit quyn li ngi tiu dng, m cn nh hng ti ch trng ln hn

l thanh ton khng dng tin mt, nht l trong giai on sp ti khi cc i gianc ngoi b vo, nu cc NH trong nc khng t lin kt li l t tri mnh

Nguyn nhn th ba v l tr ngi ln nht cho vn lin kt chnh l nm

mt t chc. Nu nh cch y vi nm, khi th tr th VN mi giai on phi

thai li bin minh cho s thiu lin kt gia cc NH l nm vn cng ngh.

Mi NH t la chn cho mnh nh cung cp ring, cc h thng phn mm v phn

cng ca cc NH gp kh khn trong vic kt ni, chuyn mch vi nhau th hin

nay, tr ngi ln nht i vi vic lin kt l vn t chc.

V mt nn tng cng ngh, hin nay, VCB c chun ISO 8583, mt giao

thc c bn tt c cc h thng th ni chuyn c vi nhau v m ha tinh vi cc

thng tin ti khon. l xt tiu ch phn mm. Cn v kt ni phn cng (tc kt

ni chc nng chuyn mch vi nhau) th hu ht cc NH cng c.

V mt con ngi, hin nay, chng ta ang thiu mt c ch ch o u hnh, thiumt t chc c nhim v lm u mi tp hp v vn ng. V c bit quan trong l

thiu s ng thun gia cc NH. Nh cp n phn thc trng v s tn ti cahai khi NH ln v nh VN hin nay, cc NH ln cm thy kh bt tay vi NH nh vs li ch b san s v ng thi cc NH ln cng khng sn lng hp tc vi nhau v s

b NH khc chi phi.T y, chng ta c th thy c rng chnh bn thn ni b cc NH khng

ht lng cho lin kt, NH no cng gi ly khch hng ca mnh. iu ny cn

tr s lin kt thng nht gia cc NHvi nhau. y l tnh trng tng t vi th

trng th ATM ca Thi Lan vi nm trc y, cng c cc lin minh th mang

tnh t pht v ni b lm manh mn th trng v ch khi c s can thip ca

NHNN ng ra thu tt c v mt mi th mi tp hp htcc NH vi nhau. y

cng l mt trong nhng gii php m chng ta ang hng ti bn cnh s thnh

lp ca mt trung tm chuyn mch quc gia hay mt hip hi th. Vn ny s

c cp k hn phn gii php cho th trng th ATM Vit Nam.

n v vic xy dng mt h thng chung duy nht kt ni tt c cc NH li vi nhaukhng phi l cha c. Nhng cng chnh s thiu t chc, thiu mt c quan ch qunng u c kh nng tp hp li ln na l ro cn trong vic a cc d n vo thc

hin. Theo mt xut ca ng Lm Hong Lc VP Bank th mi NH c qui m vnnh khng u t c nhng tp hp vn nhiu NH s u t c v tit kim v


36/54


khng phi trang b qua nhiu my POS v my ATM. Theo , cng ty th s t chcvic lin kt cc NH thnh vin, lm vic vi VISA v Mastercard pht hnh v 2loi th ny vn chun ha trn ton th gii, thun li cho vic kt ni ton cu. Vy l mt cng ty th c lp ng ra t chc nn khng NH no s l thng tin choi th cnh tranh. Cng ty th s c c phn ca cc NH tham gia nn khng NH no

b ph thuc, lp v vi NH no. y l mt n c ngha kh thi v n gii tac ni lo c hu v vic s b l thng tin cho i th cnh tranh hay s s thnglnh ca mt NH khc ca cc NHTM Vit Nam khi tin hnh lin kt. Tuy nhin, ncng cha c a vo thc hin v VP Bank lc cha mnh ng ra lmcng vic tp hp m li khng c bt k s can thip hay gip t cc t chc cthm quyn ca Nh nc gip thay cho VP Bank thc hin cng vic ny.

2.2.2.2 Thiu s lin kt gia cc NHTM vi cc im chp nhn th

Mt trong nhng tin ch c s dng nhiu nht trn th thanh ton cc

nc l thanh ton ha n v thanh ton hng ha. H thng ATM nu ch rt

tin mt th khng c li m phi khai thc ti a chc nng ca n, nht l thanhton v chuyn khon. Nhng hin gi vic thu ph qua NH ca cc nh cung cp

dch v bu chnh, vin thng, in lc, nc sch, thu, hi quan, xng du cn rt

hn ch. Cc n v ny ng ngoi cuc v coi nh cng vic kinh doanh kim

li nhun ca ring cc NHTM. Cc NH vn cn km trong khu marketing cc tin

ch trong vic lin kt thanh ton gia NH vi cc doanh nghip. N cng quan

trng nh vic h qung b sn phm th ca mnh n ngi tiu dng vy. C

chnh v vy m cc doanh nghip khng sn sng hp tc vi cc NHTM m

khng hiu c rng n gip tng hiu qu kinh doanh ca chnh h v tng cng

li ch chung khi hi nhp v to thun tin cho khch hng. V ngay c khi c

s lin kt th mi im chp nhn thanh ton cng c th ch chp nhn thanh ton

th ca NH ny ch khng chp nhn th ca mt NH khc. V d nh Metro chp

nhn khch hng thanh ton bng th ANZ, cn nhng khch hng s dng th ca

MB th khng th.Mt xu hng gn y trn th trng th VN l s tung ra ca mt lot th

ng thng hiu. ACB kt hp vi h thng siu th Citimart pht hnh th ACB

Citimart visa electron, cung cng ty n Vit cho ra i th Ct ng ACB E-card.

EAB cng kt hp cng taxi Mai Linh v cng ty bo him Manulife cho ra i hai

loi th ng thng hiu. Gn y EAB cng kt hp vi cng ty dch v vin

thng Viettel ra i loi th thanh ton mi.


37/54


iu ny l tn hiu ng mng cho thanh ton th ATM Vit Nam, a

dng ha cc s la chn cho khch hng. Loi th ACB Citimart thm ch cn

gim 3% trn tng gi tr thanh ton cho khch hng dng loi th ng thng

hiu ny.Tuy nhin, loi th ny gy ra khng t s bt tin cho khch hng. Khch

hng s dng th ACB Citimart khng th dng thanh ton cho cc ha n

bo him ca Manulife v ngc li. Cu hi c t ra y l ti sao khng tch

hp chc nng thanh ton hng ha, thanh ton ha n ch trong mt chic th nh

gn. R rng, cc doanh nghip hin nay vn cn ch tm qu nhiu vo vn

thng hiu, nhm nh bng hnh nh ca mnh (vic ra i nhng loi th ng

thng hiu nh th ny cng l 1 cch qung co) m cha ch tm nhiu n

s tin li smang li cho KH.

2.2.3. Vn con ngi

Ngun nhn lc hot ng cho hot ng th NH Vit Nam cha c trnh

cao. Dch v th ATM l mt ngnh dch v ng dng cng ngh cao i hi

nhng hiu bit v nghip v th ATM v cng ngh thng tin ng dng cho hot

ng ATM. Tuy nhin nhng yu cu cha c cc nhn vin NH p ng

mt cch y . C nhiu li s ng xy ra m nguyn nhn bt ngun t nhn

vin NH: pht hnh nhm th ATM ca ngi khc (trng tn), nhn vin th qu

np nhm loi tin vo khay (trng hp TEC) hay cha c nhng li hng

dn, gii thch tha ng cho khch hng trong trng hp b l s PIN, l thng

tin ti khon ...

Theo m hnh ca NH hin i trn th gii, thu nhp ca NH ch yu t

dch v ch khng phi l t tn dng. Chng trnh gio dc i hc cng phibm st nhng tn hiu ca th trng lao ng a ra chng trnh o to hp

l hng vo hot ng dch v NH. Nhng chng trnh o to i hc ngnh NH

ca Vit Nam cha p ng yu cu ca th trng th NH hin nay. Ly n c

chng trnh o to ca hc vin Ngn hng trng chuyn o to cn b NH,

kin thc v th ch c cung cp mt phn nh ca b mn Thanh ton quc t

v Ti tr xut nhp khu vi nhng tiu mc v khi nim, c tnh k thut v cc

loi th thanh ton. Nh cp n phn nhng tin ch cung cp t th NH,


38/54


bn cnh thanh ton cn rt nhiu tin ch khc. Hay nh chng trnh hc ca khoa

Ti chnh Ngn hng ca i hc Kinh t quc dn th vn v th NH cng

khng c ch trng. Vi mt lng kin thc hn hp nh vy chc chn khng

th cung cp cho nhng c nhn tng lai k nng cn thit hot ng hiu qutrong lnh vc dch v th NH.


39/54


CHNG III

BIN PHP NNG CAO CHT LNG DCH V TH ATM

CA H THNG NGN HNG THNG MI VIT NAMTRONG TIN TRNH GIA NHP WTO

I. L TRNH M CA DCH V NGN HNG V NHNG C HI THCH

THC I VI DCH V TH

1. L trnh m ca ngnh NH

Thnh cng ca vng m phn song phng gia Vit Nam vi Hoa K v

vicgia nhp WTO mang li nhng tn hiu tt lnh cho vic Vit Nam chnhthc tr thnh thnh vin ca WTO trc khi hi ngh APEC din ra vo thng

11/2006.

Hin ti Vit Nam cho php cc NH nm gi c phn ti a l 49 %. Cc NH

nc ngoi c php thnh lp chi nhnh ti Vit Nam nhng cc cng ty chng

khon nc ngoi ch c php thnh lp vn phng i din. Tho thun gia

Vit Nam v Hoa K bao gm :

K t 1/4/2007, cc NH M v cc NH nc ngoi khc s c php thnh

lp cc chi nhnh 100% vn nc ngoi ti Vit Nam. Cng nh cc php nhn

Vit Nam, cc chi nhnh v vn phng i din ny s c hng ch NTR

ngay sau khi Vit Nam gia nhp WTO. Cc NH ca M s c php thnh lp chi

nhnh 100% vn nc ngoi, nhn tin gi bng VND khng gii hn t cc php

nhn, ng thi pht hnh th tn dng. Trong khi , l ra theo Hip nh Thng

mi Vit Nam Hoa K, phi sau nm 2010, cc NH Hoa K mi c php thnhlp NH con 100% vn nc ngoi ti Vit Nam.

Vic m ca ngnh NH s dn ti s xut hin ca cc NH nc ngoi ti th

trng Vit Nam, ng thi s m ra nhng c hi v thch thc cho ngnh NH ni

chung v lnh vc dch v th ATM ni ring. Cc NHTM Vit Nam phi ch ng

hi nhp, tn dng tt cc c hi cng nh ra cc bin php ng u vi

nhng thch thc nhm nng cao cht lng dch v th ATM, lm tt chc nng

ca mt ngnh cung cp dch v NH bn l.


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2. Nhng c hi v thch thc i vi vic cung cp dch v th khi m ca

ngnh ngn hng

2.1 C hi

Khi Vit Nam m ca ngnh ngn hng theo l trnh c trnh by trn, cc NHTM Vit Nam c n nhn rt nhiu c hi.

Th nht, y l c hi tt cc NHTM Vit Nam hc tp trnh qun l

nghip v kinh doanh th, trnh qun l nhn s, ng dng cng ngh tin hc cho

hot ng cung cp dch v th ATM, tng bc chun ha c cc giao dich

thanh ton cho ph hp vi thng l quc t.

Th hai, cc NHTM Vit Nam s thu ht c nhiu khch hng s dng th

ATM hn, do cc khch hng nhn thc c rng m ca NH to iu kin cho

khch hng s dng th ATM trong thanh ton v mua bn hng ha trn ton cu.

Th ba, khi m ca ngnh NH, cc NH nc ngoi s dn xut hin Vit

Nam v dn tham gia vo th trng ngn hng bn l, trong dch v th ATM s

l mt mng dch v c cc NH nc ngoi tp trung khai thc. iu ny to nn

sc p khin cc NHTM Vit Nam phi nng cao cht lng dch v th ATM

c th cnh tranh hiu qu, lm cht lng dch v th ATM c nng cao. Cc

NHTM Vit Namhin ang c mt s li th tng i so vi cc NH nc ngoi.

Hu ht cc chi nhnh NH nc ngoi v NH lin doanh Vit Nam u cha hotng hiu qu. V d, ANZ l NH ch yu cung cp dch v th quc t, chuyn tinquc t v nhm ti nhng ngi c thu nhp cao. NH ny cng lin kt viSacombank trong lnh vc pht hnh th nhng lin kt ny hot ng khng hiu quv tan r.Chi ph hot ng ca cc NH nc ngoi v cc chi nhnh Vit Nam l qu cao dn n ph cung cp dch v cng rt cao. Huht ph pht hnh th ca cc NH trong nc thng dao ng t min ph hon ton n 100 000 VND iu ny l rt kh vi cc NH nc ngoi. Hn na, cc NH trong nc thng khng yu cu s d ti khon hoc nu c th cng l rt thp (di 100 000VND) th cc NH nc ngoi li yu cu s d trong ti khon rt cao t 100 n 1000 USD v nu s d thp hn quy nh th chth c th b pht. Cc NH Vit Nam khi chi tr lng qua th thng khng ly ph dch v v iu ny l khng th vi cc NH

nc ngoi do chi ph hot ng cao nn kh c th cnh tranh vi cc NHTM Vit Nam trong biu ph dch v.

Cc NH nc ngoi s gp rt nhiu kh khn trong vic m rng mng li

chi nhnh ca mnh ra cc tnh v thnh ph trong khi mng li chi nhnh cc NH

trong nc ph dy c khp mi tnh thnh trn c nc. Thng k cho thy,

khong 50 % cc NH lin doanh v cc chi nhnh ca cc NH nc ngoi ti VIt

Nam ch c mt tr s hoc H Ni, hoc thnh ph H Ch Minh. Ch c 4 n

5 chi nhnh hoc NH lin doanh c tr s ti c hai ni, chng hn nh HSBC vi

tr s chnh t ti thnh ph H Ch Minh v mt chi nhnh na ti H Ni. Hn


41/54


ch ca vic mng li nh hp chnh l kh nng tip cn khch hng cng b thu

hp theo. Trong s ccNH trong nc, Agribank dn u v s lng chi nhnh vi

hn 2200 chi nhnh trn khp c nc.

Cui cng chnh l s hn ch trong v tr t cc my ATM. Hu ht cc vtr t my p c cc NH trong nc ph kn. iu ny lm gim i mc

tipcn dch v ca khch hng v s gy tm l ngi ngn cho khch hng.

2.2 Thch thc

Hin nay trn th trng dch v NH c 5 NH lin doanh v 27 chi nhnh NH

nc ngoi ang hot ng. Tuy nhin ch c hai NH cnh tranh vi cc NHTM

Vit Nam trong knh bn l, l ANZ v HSBC. Cc NH cn li i tng phc

v cn hn ch v ch yu nhm vo nhng ngi c thu nhp cao. ANZ ch yu

cung cp dch v th quc t v dch v chuyn kiu hi phc v cho nhu cu

chuyn tin ca nhng gia nh c con em i du hc. Nhn chung th i tng

khch hng hu ht ca cc NH lin doanh v cc chi nhnh ca cc NH nc ngoi

ti Vit Nam vn cn hn ch v ch b hp trong tng lp dn chng c thu nhp

cao. Vo nm 2007, khi Vit Nam m ca th trng ti chnh NH, chc chn s

lng NH nc ngoi v NH lin doanh s tng ln rt nhiu v tt yu s to nn

s cnh tranh mnh m vi cc NH trong nc knh bn l.

Tuy nhin, cc NH nc ngoi cng c rt nhiu th mnh c th gy kh

khn cho cc NH trong nc.

Th nht,cc NH nc ngoi mnh v chng loi dch v cung cp trn mi

sn phm. Cc tin ch cung cp trn mi my ATM c cc NH ny cung cp a

dng hn, chng hn nh: thanh ton ho n (in thoi, tin nc, ph bo him,cuc Internet), rt tin, chuyn khon, xem sao k, mua th (th in thoi),

thu chi, yu cu gi tin vo ti khon tit kim, pht hnh s sc,

Th hai l v trnh cng ngh. Cc NH nc ngoi p dng nhng cng

ngh chun quc t nn rt thun tin cho vic lin kt gia cc NH vi nhau.Th ba l v tim lc ti chnh. Hu ht cc NH Vit Nam u c quy m rt nh so vi cc NH nc ngoi. Tng vn iu l ca cc NHTM nh nc mi t 21 000 t ng, d n tn dng mi xp x 55 % GDP, thp hn nhiu so vi mc 80 % ca cc nctrong khu vc. Bnh qun mc vn t c ca cc NHTM nh noc ch khong t 200 n 250 triu USD, l mc tng ng vicc NH trung bnh trong khu vc, cn cc NHTMCP th c mc vn trung bnh l 200 300 t VND, mc rt khim tn. Khi

chng ta m ca th trng, tt yu cc NH nh hot ng yu km s phi ng ca hoc sp nhp li vi nhau hoc mt xuhng na l tng vn iu l bng cch bn c phn cho cc NH nc ngoi mun xm nhp vo th trng Vit Nam.


42/54


Cui cngl trnh quntr iu hnh. y l khon yu nht ca cc NH Vit

Nam do thiu i ng nhn s lm c vic. Lin kt Banknet l mt v d, h thiu

ngi lm c vic v dn n vic thay tng gim c iu hnh mi do gim c

c iu hnh khng hiu qu cng viclin kt h thng. Mi n cui nm 2005, linminh ny mi i vo hot ng mc d c thnh lp t nm 2004.

II- NH HNG PHT TRIN DCH V TH ATM TRONG TIN TRNH

GIA NHP WTO

Khi Vit Nam gia nhp WTO, vic xc nh chin lc pht trin cho

dch v th ATM mt cch ng n, va mang tnh hp tc, va mang tnh

cnh tranh vi cc nh ch nc ngoi trn th trng ni a l rt cn thit.

Sau y l mt s nh hng cho vic pht trin dch v th ATM Vit

Nam:

M rng mng li ATM, kt ni tt c cc NH, hng ti mt mng

li ATM chung, thng nht trn ton quc, hot ng thng nht v

hiu qu nhm phc v khch hng chung ca mi NH.

NHNN Vit Nam phi tng cng, cng c vai tr l n v ng u, tin

hnh t chc hiu qu, thng nht, chun ha tt c cc NH, ng thi tin

hnh b sung, hon chnh h thng lut php p dng cho giao dch th ATM.

Tng cng lin kt vi cc t chc th quc t, gp phn chun ha cc

giao dich thanh ton cho ph hp vi thng l quc t, to iu kin

thun li cho qu trnh hi nhp vo h thng ti chnh ton cu.

Tng t trng doanh thu t hot ng kinh doanh th ATM trong tng

doanh thu t cc dch v NH.

M rng, a dng ha cc i tng khch hng s dng dch v thATM, c chin lc pht trin dch v i vi tng loi khch hng

khc nhau.

To dn thi quen dng th trong thanh ton nhm gim dn t l s

dng tin mt trong giao dch.

p dng mi bin php cn thit gim thiu ri ro cho khch hng v

ngn hng., gim bt tm l e ngi ca khch hng trong vic s dng

ATM cng nh m bo gim bt tn tht cho cc NH.


43/54


Xy dng, cng c h thng c s h tng, phn mm hin i, trang

thit b k thut ph phc v cho hot ng kinh doanh th ATM.

Gia tng, cng c thm nhiu tin ch cho th ATM, p ng hiu qu

hn nhu cu thanh ton ca khch hng. Tng cng cng tc qung b dch v ATM, tng c hi tip cn nhng

dch v th mi ti tay khch hng. Ch trng nhiu hn n khu h

tr, chm sc khch hng, c nhng gii thch tha ng cho khch

hng trong trng hp c khiu ni, thc mc.

Bi dng, nng cao trnh ngun nhn lc hot ng trong lnh vc

kinh doanh th NH Vit Nam

III- CC BIN PHP NNG CAO CHT LNG DCH V TH ATM CA H

THNG NHTM VIT NAM TRONG TINTRNH GIA NHP WTO

1. Cng c v hon chnh hnh lang php l p dng cho hot ng kinh doanh th

ATM

Nh trnh by phn nguyn nhn v mi trng php l, nhng quy nh

vi ni dung c th p dng cho giao dch th ATM cn s si, gy nh hng n

vn bo mt v phn chia trch nhim v ngha v gia ch th v NH pht hnh

th. Chnh v th, cn c th ha trch nhim ca NH pht hnh th i vi ch th

trong cc trng hp ri ro lin quan n bo mt, nh nhng trch nhim ca NH

pht hnh thtrong vic n b thit hi cho khch hng, ng thi trnh dn n

trng hp xy ra ri ro m nhng li khiu ni ca khch hng li khng c gii

quyt mt cch tha ng.

Ban hnh nhng chun chung cho cc iu khon c bn trong Hp ng gia nhp cngnh Hp ng thanh ton th m trc y vn do cc NHTM t quy nh mt cchring l v khng c tnh thng nht. Cn c s iu tit ca c quan qun l Nh nctrong vic quy nh nhng iu khon hp ng chun mu ny. iu ny khng nhngm bo quyn li cho c khch hng ln NH m cn to iu kin thun li cho khchhng trong qu trnh tm hiu v la chn cho mnh loi hnh dch v ph hp nht.

ng thi, chnh ph cn sm quy nh nhng ti danh v khung hnh pht

nghim khc trong B lut hnh s cho cc loi ti phm s dng th gi v cu kt

la o gi mo giao dch th.


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Chnh ph Vit Nam cn tham kho lut v nhng quy inh lut php quc t

ban hnh iu khon c tnh thc thi cao, ph hp vi thng l quc t, trnh nhng tranh

chp quc t c th pht sinh mu thun vi h thng php lut Vit Nam.

Khi thc hin m ca ngnh NH, cc NH nc ngoi s dn thm nhp voth trng th Vit Nam. Vit Nam c ngha v phi i x bnh ng vi cc NH

nc ngoi, do phi hon thin mi trng php lut theo hng minh bch,

thng thong, n nh, bnh ng, an ton v cng khai.

2. Tng cng cng tc Marketing v h tr khch hng

Nh trnh by phn hn ch, khch hng hu nh ch bit n mt tin

ch duy nht ca th ATM l rt tin m cha c hiu bit y v nhiu tin ch

khc nh thanh ton ha n, thanh ton, chi tr hng ha, mua th in thoi, hay

chuyn khon....Hn na, do trnh pht trin ca Vit Nam cha cao v thi

quen tiu dng tin mt trong chitiu, iu ny l nguyn nhn gy nn tm l d

dt trong vic la chn dch v th ATM nh l mt phng thc thanh tan trong

dn chng. Chnh v vy, cc NH cn m rng cng tc Marketing gip khch hng

c c hi tip cn y hn v tin ch ca th, c nhng hiu bit r rng hn v

nhng li ch khi thanh ton bng th ATM mang li. Cc NH c th thc hin mt

s bin php Marketing nh sau:

M rng cng tc qung b qua nhiu phng tin truyn thng i chng

nh: bo ch, truyn hnh, Internet....Trang web ca cc NH cn phi c cp nht

thng xuyn nhng thng tin v cc loi th, biu ph, tin ch, a im t my,

cc c s chp nhn th....

C th tin hnh a dch v ATM ti khch hng qua cc doanh nghip, n v,

c quan v trng hc qua cc chng trnh kt hp tr lng, thu hc ph bng nhiuhnh thc khuyn mi nh min ph ng k s dng dch v th, min ph vi cc giao

dch mt s ln u ... nhm to thc, thi quen s dng th.

Kt hp cng vi cc doanh nghip kinh doanh hot ng trong lnh vc

khc xy dng nhiu chng trnh khuyn mi c li cho c hai bn: cuc thi tm

hiu, d on, bc thm trng thng m phn thng l cc th ATM vi nhng

ti khon c gi tr.


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C nhng chng trnh c bit i chonhng i tng khch hng c

nhu cu s dng cao: chng trnh dnh cho khch hng thn thit khch hng s

c p dng mt biu ph u i, hoc c tham gia bc thm trng thng cho

khch hng c nhiu giao dch qua th ATM trong mt khong thi gian nht nh.T chc thu thp thng tin phn hi t khch hng, nh gi kp thi cc

thng tin ngc chiu, cc kin ca khch hng cn c NH trn trng v c th

cm n v chnh sch khuyn khch khch hng. Vi cc kin c gi tr, c

ngha thit thc, nn c phn thng cho khch hng.

3. Tng tnh lin kt gia cc ngn hng vi nhau v gia ngn hng pht hnh

th v cc c s chp nhn th

3.2Tng tnh lin kt gia cc ngn hng vi nhauBt c th trng th ATM no trn th gii cng u phi tri qua 3 giai on pht trin:

Mi NH t xy dng h thng ring

Cc nhm NH tha thun dng chung h thng

Tt c hp tc xy dng mt h thng duy nht

Hin gi, th trng th Vit Nam ang giai on pht trin th 2, vi 3 lin

minh l Banknet, VNBC v Connect 24. S lin kt ny vn cn mang tnh t pht

v hot ng cha t hiu qu cao. Nh cp n phn nguyn nhn, ro

cn i vi kt ni lin minh th Vit Nam l vn t chc. Chng ta thiu mt

c ch ch o, iu hnh hiu qu v c kh nng tp hp tt c cc NH..

Chnh v vy, gii php i vi vn lin kt hin nay chnh l phi c mt

t chc c lp c ting ni trng lng, c tim lc ti chnh, c kh nng ra

nhng chnh sch pht trin hiu qu mang tnh v m thng nht hot ng cung

cp dch v th ca cc NHTM . V trong tnh hnh hin nay, ch c NHNN c

nng lc thc hin iu ny. c mt h thng th duy nht cng ng ngha vi

vic ng nht cc hot ng kinh doanh, pht hnh ng dng cng ngh th ca

cc NH ring l. lm c vy, NHNN phi ban hnh nhng quy nh hng

dn v nguyn tc an tan, tiu chun, chun mc ti thiu cho NH khi thc hin

thanh ton thng qua phng tin in t, h thng ATM.

Hoc chng ta c th tip tc trinkhai n nh trnh by phn nguyn nhn dong Lm Hong Lc xut v mt cng ty th. n lc cha c a vo hin


46/54


thc tuy n rt c tnh kh thi v VIB lc cha tim lc ti chnh tp hp vtm l dng nh cn lo ngi ca cc NH khi b ng di trng ca mt NH khc.Chnh v vy, n ny c a vo thc thi, n cng i hi s ng ra t chcca NHNN.

Ngoi ra cc NHTM Vit Nam nn tham gia cc lin minh th Quc t. Hin

nay c 11 NHTM Vit Nam tham gia vo lin minh th Mastercard v 7 NH tham

gia vo lin minh vi VISA. Lin kt vi cc t chc nc ngoi s to iu kin

cho cc NH Vit Nam chun ha c cc giao dich thanh ton cho ph hp vi

thng l quc t v to iu kin hn cho khch hng Vit Nam trong vic chi tiu

nc ngoi.

Tuy nhin, cng vic kt ni tt c cc NHTM khng th thc hin trong mt

sm mt chiu, m l chin lc trong di hn. Trc mt, khi tt c cc NH chakt ni c vi nhau th cng tc qun tr, t chc trong lin minh cn phi c

tin hnh mt cch cht ch, hiu qu hn gia tng nhng tin ch c li c t

vic kt ni cho khch hng. Phi khng ngng nng cao cht lng cng tc qun

tr iu hnh, v kim tra, kim sot ni b trong lin minh. Cng tc ny phi

thng xuyn c nng ln ngang tm vi trnh hin i ca cng ngh. ng

thi trong ni b cc NH cn thng xuyn r sot li cc quy trnh, quy nh ni

b v chi nhnh v hon thin, b sung, nng cp v trnh s h d b li dng.

3.2 Tng tnh lin kt gia ngn hng pht hnh th v cc s s chp nhn th:

Nh trnh by trn, s thiu kt dnh trong lin kt gia NH v cc c s chp nhnth l xut pht t c hai pha. Mun tng cao tnh lin kt ny, c hai bn phi cng nlc.

V pha cc NHTM: Cc NH v li ch ca chnh mnh v cng ng phi c

chin lc pht trin dch v thanh ton th, bi thanh ton th l mt b phn tt

yu ca mt x hi hin i v pht trin.

Cc NHTM nn m bo cung cp cho cc im chp nhn th y cc my

mc, thit b cn thit cho vic thanh ton bng th.

Cc NHTM nn ch ng marketing cc tin ch trong vic lin kt thanh ton

gia NH vi cc doanh nghip, phi phc tho ra nhng Hp ng thanh ton th

vi cc im chp nhn th tht hpdn thu ht s quan tm v chp nhn thanh

ton bng th ca cc c s kinh doanh, lm cho cc doanh nghip nhn ra rng

chnh h cng c li trong vic kt ni ny. c nh vy, cc NHTM cn m

rng tuyn truyn v cc li ch khi cc doanh nghip chp nhn tr thnh cc im


47/54


chp nhn th, nh lm cng tc qun l k ton ti chnh s d dng hn; m rng

th trng v doanh s qua vic thu ht thm c nhiu khch hng l nhng

ngi c thi quen s dng th v kch cu qua vic dng th tndng gip m

rng kh nng ti chnh ca ch th; tit kim c chi ph bo qun v vn chuyntin mt; gim thiu cc ri ro khi thanh ton bng tin mt nh tin gi, mt trm,

mt cp...

Cc NHTM nn t ra cc mc u i v tn dng, v thanh ton cho cc im

chp nhn th.

NHNN nn c nhng can thip nht nh nhm trnh tnh trng c quyn

thanh ton th ca cc NH ti mt im im chp nhn th nht nh. Nhiu

NHTM c th c hp ng vi mt im im chp nhn th, trnh tnh trng c

quyn, bi iu ny s gy kh khn cho khch hng, nhng ngi c th ATM

nhng li khng c chp nhn thanh ton do a im im chp nhn th

khng chp nhn.

V pha cc c s kinh doanh: Cc c s kinh doanh nn sn sng hp tc vi cc NHTM trong vn thanh

ton bng th, bi chnh h ch khng ai khc s c hng li t hot ng ny.

Nn chp nhn k kt Hp ng thanh ton th vi nhiu NH ch khng nn

ch k hp ng vi mt NH duy nht, gy nhiu kh khn trong thanh ton vi

khch hng, t lm gim doanh thu ca chnh cc doanh nghip.

4- Bin php nng cao k thut

Trc nhng nguy c ri ro ln khi s dng th t mang n cho khch hng nh nguyc th b sao chp v to bng t gi, mt bin php k thut kh thi c th thc hin

i ph vi tnh trng ny chnh l vic chuyn i t th t sang th chip. y l mtng thi c mt s NHTM Vit Nam tin hnh trong thi gian qua nh VCB ,TEC... tuy nhin cha c rng ri. Th chip th hin tnh u vit v nhiu u imvt tri so vi th t mt s c im sau y:

Th chip c m ha bng thut ton kh pht hin, ng thi s dng cng

ngh hin i nht hin nay nn c th ngn nga t chc ti phm th s dng thit

b c trm thng tin m ha trong th. Chnh v th, th t gp phn tng cng

mc bo mt chng li th on nhm skimming th.


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Th chip lu tr nhiu thng tin hn v ch th v cp nht thng tin mi hay

thng tin thay i m khng cn in li. iu ny gip gim phin h trong cng tc

pht hnh th v gim chi ph i vi vic phi in li th.

Thng tin v giao dch v tnh trng th c cp nht v lu tr trong chip mbo cho vic thanh ton c trong trng hp h thng ng truyn b li, khng

thc hin c vic lin lc vi NH pht hnh. Chc chn nu vic s dng th chip

c ph bin trong thi gian ti th nhng iu gy phin h cho khch hng nh

KH khng th rt c tin do mng b nghn trong nhng gi cao im hay vo

ngy l, ch nht s t xy ra hn.

thc hin cng tc chuyn i ny, cc ngn hng phi thc hin nhng

thay i mang tnh h thng trn h thng pht hnh th, h thng chuyn mch ti

chnh, h thng giao dch u cui ATM/POS v cng ngh pht hnh v thanh ton

th thng minh c s khc bit ln so vi cng ngh th t truyn thng, c nhng

cu phn phi c nng cp nhng cng c nhng cu phn mi phi u t ring.

Ngoi bin php chuyn i t th t sang th chip, tng tnh an ton v

xa i tm l e ngi ca ngi s dng, mt bin php c th lm ngay i vi cc

NHVN l lp t nhng thit b loi tr thit b l, ch cho php nhng thit b no

c lp trnh mi c kh nng khi ng h thng. iu ny gip phng trnh

trng hp nhng thitb l c gn vo nhng my ATM n cp thng tin ca

ch th, n cp s PIN....

Ngoi ra vic trang b cc camera an ninh cng l mt bin php m cc

NHTM nn tng cng p dng trong vic ngn nga vic gi mo ch th. l

bin php m EAB p dng i vi h thng ATM ca mnh. Nhng my ATM

c chc nng va rt v gi tin u c ba camera, trong c hai camera c t nhng v tr kn o khc nhau c th quan st v ghi li khun mt ca khch rt

tin v ni khch nhn tin t my. Ton b bn phm trn my ATM khng nm

trong tmquan st ca camera, do vy vn bo mt c s PIN cho khch hng.

Camera th ba c t pha sau ATM kim sot cc hot ng thao tc trn

my ca n

Documents

[YRC]-Bien Phap Nang Cao Chat Luong Dich Vu the ATM Cua Cac NHTM Viet Nam Trong Tien Trinh Gia Nhap WTO