Dịch Vụ Thẻ Tín Dụng Tại BIDV Ba Triệu: Phân Tích và Đề Xuất

Dịch vụ thẻ tín dụng tại văn phòng giao dịch BIDV Ba Triệu hỗ trợ khách hàng tối ưu hóa tài chính và trải nghiệm thanh toán hiệu quả.

• Tác giả: Nguyen Thi Mai Anh
• Người hướng dẫn: Nguyen Thi Hien Hanh (MA)
• Trường học: Banking Academy of Vietnam
• Chuyên ngành: Foreign Language
• Đề tài: Credit Card Service At BIDV Ba Trieu Transaction Office 1
• Loại tài liệu: Graduation Thesis
• Năm xuất bản: 2014
• Địa điểm: Hanoi

Mục lục chi tiết

• ACKNOWLEDGEMENTS
• DECLARATION
• TABLE OF CONTENTS
• LIST OF ABBREVIATIONS
• LIST OF FIGURES AND TABLES
• 1. CHAPTER 1: INTRODUCTION
• 1.1. Rationale of the study
• 1.2. The aim and scope of the study
• 1.3. Research methodology
• 1.4. Research questions
• 1.5. Organization of the study
• 2. CHAPTER 2: THEORETICAL BACKGROUND OF THE STUDY
• 2.1. Origin and development of credit card
• 2.2. Definitions and characteristics of credit card
• 2.2.1. Definitions of credit card
• 2.2.2. Physical characteristics
• 2.2.3. Functional characteristics
• 3. CHAPTER 3: CREDIT CARD SERVICE AT BIDV BA TRIEU TRANSACTION OFFICE 1
• 3.1. Overview of BIDV and Ba Trieu Transaction Office 1
• 3.1.1. Introduction of Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV)
• 3.1.2. Overview of Ba Trieu Transaction Office 1
• 3.2. Credit card service at BIDV Ba Trieu Transaction Office 1
• 3.2.1. General features of BIDV credit cards issued at Ba Trieu transaction office 1
• 3.2.2. Types of BIDV credit card issued at Ba Trieu transaction office 1 and their typical utilities
• 3.2.3. Credit card customer care service
• 3.2.4. Value added services
• 3.2.5. Online payment procedure of credit card at BIDV and Ba Trieu transaction office 1
• 3.2.6. Strategies applied to develop credit card service at Ba Trieu transaction office 1
• 3.2.6.1. Banking network expense
• 3.2.6.2. Changes in organizational structure
• 3.2.6.3. Upgrading MasterCard system project
• 3.2.7. Compare and contrast credit card indexes of BIDV Ba Trieu Transaction Office 1 and average indexes of branches in Hanoi
• 3.2.8. Achievements of credit card service at Ba Trieu transaction office 1 and reasons
• 3.2.8.1. Quantity of credit cards issued
• 3.2.8.2. Credit debit of credit card service
• 3.2.8.3. Revenue from credit card received
• 3.2.8.4. Revenue from BSMS
• 3.2.9. Limitations of credit card service at Ba Trieu transaction office 1 and reasons
• 3.2.9.1. Limitation of products
• 3.2.9.2. Quality of service
• 4. CHAPTER 4: RECOMMENDATIONS AND CONCLUSIONS
• 4.1. Recommendations for developing credit card service at Ba Trieu transaction office 1
• REFERENCES
• LIST OF ABBREVIATIONS
• LIST OF TABLES AND FIGURES

Tóm tắt

I. Tổng Quan Về Dịch Vụ Thẻ Tín Dụng Tại BIDV Ba Triệu

Dịch vụ thẻ tín dụng tại BIDV Ba Triệu đã trở thành một phần quan trọng trong hệ thống ngân hàng hiện đại. Với sự phát triển nhanh chóng của công nghệ tài chính, thẻ tín dụng không chỉ đơn thuần là công cụ thanh toán mà còn là phương tiện hỗ trợ tài chính cho người tiêu dùng. BIDV đã cung cấp nhiều loại thẻ tín dụng với các tính năng đa dạng, đáp ứng nhu cầu của khách hàng.

1.1. Lợi Ích Của Thẻ Tín Dụng BIDV

Thẻ tín dụng BIDV mang lại nhiều lợi ích cho người sử dụng như khả năng thanh toán linh hoạt, tích lũy điểm thưởng và các chương trình khuyến mãi hấp dẫn. Khách hàng có thể dễ dàng quản lý chi tiêu và tận dụng các ưu đãi từ ngân hàng.

1.2. Các Loại Thẻ Tín Dụng Tại BIDV

BIDV cung cấp nhiều loại thẻ tín dụng khác nhau, bao gồm thẻ tín dụng tiêu dùng, thẻ tín dụng doanh nghiệp và thẻ tín dụng cho sinh viên. Mỗi loại thẻ đều có những đặc điểm và lợi ích riêng, phù hợp với từng đối tượng khách hàng.

II. Vấn Đề và Thách Thức Trong Dịch Vụ Thẻ Tín Dụng

Mặc dù dịch vụ thẻ tín dụng tại BIDV Ba Triệu đã phát triển mạnh mẽ, nhưng vẫn tồn tại nhiều thách thức. Các vấn đề như tỷ lệ nợ xấu, sự cạnh tranh từ các ngân hàng khác và sự thay đổi trong nhu cầu của khách hàng là những yếu tố cần được xem xét.

2.1. Tỷ Lệ Nợ Xấu Trong Dịch Vụ Thẻ Tín Dụng

Tỷ lệ nợ xấu là một trong những vấn đề lớn mà BIDV phải đối mặt. Việc quản lý rủi ro tín dụng và đảm bảo khả năng thanh toán của khách hàng là rất quan trọng để duy trì sự ổn định của dịch vụ.

2.2. Cạnh Tranh Từ Các Ngân Hàng Khác

Sự cạnh tranh từ các ngân hàng khác trong lĩnh vực thẻ tín dụng ngày càng gia tăng. BIDV cần phải cải thiện dịch vụ và cung cấp các ưu đãi hấp dẫn hơn để thu hút khách hàng.

III. Phương Pháp Phát Triển Dịch Vụ Thẻ Tín Dụng Tại BIDV

Để phát triển dịch vụ thẻ tín dụng, BIDV cần áp dụng nhiều phương pháp khác nhau. Việc cải tiến công nghệ, nâng cao chất lượng dịch vụ khách hàng và mở rộng mạng lưới phân phối là những yếu tố quan trọng.

3.1. Cải Tiến Công Nghệ Thanh Toán

BIDV cần đầu tư vào công nghệ thanh toán hiện đại để nâng cao trải nghiệm của khách hàng. Việc tích hợp các giải pháp thanh toán trực tuyến và di động sẽ giúp thu hút thêm người dùng.

3.2. Nâng Cao Chất Lượng Dịch Vụ Khách Hàng

Đào tạo nhân viên và cải thiện quy trình phục vụ khách hàng là rất cần thiết. Khách hàng sẽ cảm thấy hài lòng hơn khi nhận được sự hỗ trợ tận tình và chuyên nghiệp.

IV. Ứng Dụng Thực Tiễn Của Dịch Vụ Thẻ Tín Dụng

Dịch vụ thẻ tín dụng tại BIDV Ba Triệu đã có nhiều ứng dụng thực tiễn trong đời sống hàng ngày. Khách hàng có thể sử dụng thẻ để thanh toán cho các dịch vụ, mua sắm và du lịch.

4.1. Thanh Toán Tiện Lợi Trong Mua Sắm

Khách hàng có thể dễ dàng thanh toán tại các cửa hàng, siêu thị và trang thương mại điện tử bằng thẻ tín dụng. Điều này giúp tiết kiệm thời gian và công sức.

4.2. Du Lịch và Giải Trí

Thẻ tín dụng BIDV cũng mang lại nhiều ưu đãi cho khách hàng khi đi du lịch, như giảm giá khách sạn, vé máy bay và các dịch vụ giải trí khác.

V. Kết Luận và Tương Lai Của Dịch Vụ Thẻ Tín Dụng Tại BIDV

Dịch vụ thẻ tín dụng tại BIDV Ba Triệu có tiềm năng phát triển lớn trong tương lai. Với sự cải tiến liên tục và đáp ứng nhu cầu của khách hàng, BIDV có thể trở thành một trong những ngân hàng hàng đầu trong lĩnh vực này.

5.1. Tương Lai Của Dịch Vụ Thẻ Tín Dụng

Dự báo rằng dịch vụ thẻ tín dụng sẽ tiếp tục phát triển mạnh mẽ với sự gia tăng của công nghệ và nhu cầu tiêu dùng. BIDV cần chuẩn bị sẵn sàng để nắm bắt cơ hội này.

5.2. Đề Xuất Chiến Lược Phát Triển

BIDV nên xem xét các chiến lược phát triển bền vững, bao gồm việc mở rộng dịch vụ và cải thiện trải nghiệm khách hàng để giữ vững vị thế cạnh tranh.

Trích đoạn nội dung tài liệu

STATE BANK OF VIETNAM BANKING ACADEMY OF VIETNAM FOREIGN LANGUAGE FACULTY ---------- GRADUATION THESIS CREDIT CARD SERVICE AT BIDV BA TRIEU TRANSCTION OFFICE 1 Student: NGUYEN THI MAI ANH Class: ATCA-K13 Student ID: 13A7510006 Lecturer & Instructor: NGUYEN THI HIEN HANH (MA) HANOI – 2014 STATE BANK OF VIETNAM BANKING ACADEMY OF VIETNAM FOREIGN LANGUAGE FACULTY ---------- GRADUATION THESIS CREDIT CARD SERVICE AT BIDV BA TRIEU TRANSCTION OFFICE 1 Student: NGUYEN THI MAI ANH Class: ATCA-K13 Student ID: 13A7510006 Lecturer & Instructor: NGUYEN THI HIEN HANH (MA) HANOI – 2014 ACKNOWLEDGEMENTS It is impossible for me to finish this graduation thesis without the guidance and support of the individuals whose contributions to my work are invaluable in the preparation and completion of my study. First, I would like to show my deepest gratitude to my supervisor, Mrs. Nguyen Thi Hien Hanh, MA from Foreign Language Faculty of Banking Academy. She did offer me the helpful guidance and ideal suggestions during the studying process to make my thesis more profound.

Thanks to her comments and corrections, I realized my mistakes in writing and critical thinking. Secondly, I am very thankful to Mrs. Vu Thi Ly, Director of Human Resource Department of BDIV Ba Trieu transaction office 1, who greatly assisted me in finding relating data and documents as well as explaining the specialist terms. In addition, I wish to say sincere thanks to all lectures of Banking Academy in general and teachers in Foreign Language Faculty in particular for the useful knowledge I have learnt during the past four years.

Only by virtue of the knowledge accumulated from their lectures can I have the foundation theory to study my topic. Finally yet importantly, I would like to express my appreciation to my family and friends for their understanding and spiritual support throughout the duration of my thesis. DECLARATION I declare that this graduation thesis entitled “Credit card service at BIDV Ba Trieu Transaction Office 1” is an original piece of work of my own. The thesis has not been submitted previously for any degree in any other university.

All the sources used have been indicated and acknowledged. Signature: Date: TABLE OF CONTENTS ACKNOWLEDGEMENTS DECLARATION TABLE OF CONTENTS LIST OF ABBREVIATIONS LIST OF FIGURES AND TABLES CHAPTER I: INTRODUCTION .1 Rationale of the study.2 The aim and scope of the study.5 Organization of the study. 3 CHAPTER II: THEORETICAL BACKGROUND OF THE STUDY .1 Origin and development of credit card .2 Definitions and characteristics of credit card.1 Definitions of credit card .3 Categories of credit card .4 Comparison between credit card and debit card .5 Usefulness of credit card .6 Risk of credit card .7 Factors affecting the development of credit card. 18 CHAPTER III: CREDIT CARD SERVICE AT BIDV BA TRIEU TRANSACTION OFFICE 1 .1 Overview of BIDV and Ba Trieu Transaction Office 1.

Introduction of Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV). Overview of Ba Trieu Transaction Office 1 .2 Credit card service at BIDV Ba Trieu Transaction Office 1 .1 General features of BIDV credit cards issued at Ba Trieu transaction office 1 .2 Types of BIDV credit card issued at Ba Trieu transaction office 1 and their typical utilities .3 Credit card customer care service.4 Value added services .5 Online payment procedure of credit card at BIDV and Ba Trieu transaction office 1 .6 Strategies applied to develop credit card service at Ba Trieu transaction office 1 .1 Banking network expense .2 Changes in organizational structure .4 Upgrading MasterCard system project .1 Compare and contrast credit card indexes of BIDV Ba Trieu Transaction Office 1 and average indexes of branches in Hanoi. Achievements of credit card service at Ba Trieu transaction office 1 and reasons .1 Quantity of credit cards issued .2 Credit debit of credit card service .3 Revenue from credit card received .5 Revenue from BSMS. Limitations of credit card service at Ba Trieu transaction office 1 and reasons .3 Limitation of products .5 Quality of service.

49 CHAPTER IV: RECOMMENDATIONS AND CONCLUSIONS .1 Recommendations for developing credit card service at Ba Trieu transaction office 1. 52 REFERENCES LIST OF ABBREVIATIONS Abbreviations Meaning ACB Asia Commercial Bank Agribank Vietnam Bank for Agriculture and Rural Development AMEX American Express ATM Automated teller machine BEDC Name of BIDV development company highway BIC Name of BIDV Insurance and Investment Company BIDC Investment Banking and Development of Cambodia BIDV Bank for Investment and Development of Vietnam BIN Bank identification number BSC BIDV Investment Securities Company BSMS BIDV Short Message Service CVI BIDV Insurance company e-commerce Electronic commerce Eximbank Vietnam Export Import Bank GCAS Visa Global Customer Assistance Services HSBC Hong Kong and Shanghai Banking Coporation ICT index Index available for application development and information technology ID Identification IDCC Investment and Development Company of Cambodia IIN Identifier number ISO/IEC 7810 ID-1 International standard defining the physical characteristics for identification cards IST Switch Inter-Switch Trunk JCB Japan credit bureau MII Major industry identifier NBFC non-banking financial company PIN Personal Identification Number POS Point of sale Sacombank Sai Gon Thuong Tin Commercial Joint Stock Bank SIBS Silverlake Core-banking System of BIDV Techcombank Vietnam Technological and Commercial Joint Stock Bank Top 10 CIO Information Technology Leadership VALC Company Aviation stock leasing VIB Vietnam International Bank Vietcombank Joint Stock Commercial Bank for Foreign Trade of Vietnam Vietinbank Vietnam Joint Stock Commercial Bank for Industry and Trade VISA Brand name of credit cards issued by Visa International Service Association VPBank Vietnam Prosperity Bank LIST OF TABLES AND FIGURES Table/ Figure Title Page Table 1 Comparison between credit card and debit card 13 Table 2 Quantity of credit card issued and revenue from credit card 23 service of banks in Vietnam Table 3 Business result of Ba Trieu transaction office 1 (2011-2013) 28 Table 4 The differences among four types of credit card of BIDV 32 Table 5 BIDV credit card insurance 35 Table 6 Network of Ba Trieu transaction office 1 37 Table 7 Quantity of personnel in each department of Ba Trieu 38 Transaction Office 1 Table 8 Quality of staff in Ba Trieu Transaction Office 1 39 Table 9 Proportion of retail banking products in total credit debit at Ba 46 Trieu transaction office 1 from 2009 to 2011 Figure 1 POS and ATM market share of Banks in Vietnam 24 Figure 2 Organizational structure of Ba Trieu transaction office 1 27 Figure 3 Quantity of credit card issued of Ba Trieu transaction office 1 40 and the average of Hanoi branches between 2009- 2012. Figure 4 Credit debit of Ba Trieu transaction office 1 and the average of 41 Hanoi branches between 2009- 2012 (billion VND). Figure 5 Quantity of credit card issued of Ba Trieu transaction office 1 43 from 2009 to 2012 Figure 6 BSMS revenue of Ba Trieu transaction office 1 from 2009 to 45 2012 CHAPTER 1: INTRODUCTION 1.1 Rationale of the study The trading of human in the old days has been so primary that they only exchanged their goods to have another’s one until the day “money” was born as an instrument of payment.

The “money” at that time was various from land to land, which was proved by many forms of money such as gravel, cow, sheep, dry tea… After a long period of development, “money” finally found its “real form” in “paper money”. However, it does not seem to satisfy the demand of transactions in the modern economy when distance, time, and risks of loss and robber are on the watch to traders using cash. Especially, counterfeit money is still an inextricable problem to many Governments. This fact promotes the invention of “plastic money” with credit card being the most convenient and effective payment instrument.

Credit card is considered as an alternative mean for cash in daily transaction for individual customers and corporate customers as well as an original service of banking industry in the world. Thanks to the support of high technology, it brings to users not only the favorable method of payment but also the safeness for their money. Credit card, from its first appearance in the 50s in the United States to its newly improvements recently, has benefited much both customers and banks, particularly in western developed countries. Western banks charge fee, widen their credit and help their governments execute economic stimulus packages and seldom do their citizens go out for shopping without a credit card.

The question is that why credit card has become popular in Western developed countries in daily transactions for a long time while this service is still “a stranger” to Vietnamese people. Being aware of the important function of credit card, I choose the topic “Credit card service at BIDV Ba Trieu transaction office 1” to write my graduation thesis. After researching and studying the situation of credit card business performance, some solutions to improve and develop NGUYEN THI MAI ANH_ ATCAK13 1 this service at this time will be discussed. I do hope my subjective opinions can be the material to consider the measure for developing credit card service at Ba Trieu transaction office 1 in the right direction.2 The aim and scope of the study The main purposes of the study are (1) to recapitulate the theoretical issues of credit card; (2) to analyze the credit card business performance of BIDV Ba Trieu transaction office 1 to assess its achievements and limitations; (3) and to propose my suggested solutions to enhance this service and surmount difficulties in this branch.

The study mainly focuses on researching and analyzing the development of credit card services at BIDV Ba Trieu transaction office 1 from 2009 to 2012.3 Research methodology The research approach applied is starting with theory before studying reality and giving solutions. All information in the study is collected from two main sources. The internal data about the business performance of credit card service is quoted from the “Report on retail credit business of Ba Trieu transaction office 1 from 2009 to 2012” while other information is referred in trustworthy secondary data sources such as articles, websites, relevant studies and textbook from libraries. After gathering materials, writer used research methods such as synthesis and comprehensive analysis to analyze, summarize, appraise data and give suggested solutions and conclusion on the topic.

Research questions To achieve the above purposes, two questions are addressed as following: Question 1: What is the quality of credit card service at Ba Trieu transaction office 1? NGUYEN THI MAI ANH_ ATCAK13 2 Question 2: How does the business of credit card service in BIDV Ba Trieu transaction office 1 perform? Question 3: What are the solutions to develop the quality and business performance of credit card service at BIDV Ba Trieu transaction office 1? 1. Organization of the study The main content of the study includes four chapters: Chapter 1 introduces the study in general. Chapter 2 reviews the theoretical issues including seven parts: definitions, characteristics, origin, development, categories, utility, risks, influencing factors of credit card service and the necessity to develop credit card service in Vietnam. Chapter 3 zooms in the situation of BIDV Ba Trieu transaction office 1 and gives assessments of the development of credit card service.

Chapter 4 recommends some solutions to prove strengths and limit weaknesses to continuously develop credit card service in the future in BIDV Ba Trieu transaction office 1. NGUYEN THI MAI ANH_ ATCAK13 3 CHAPTER 2: THEORETICAL BACKGROUND OF THE STUDY 2.1 Origin and development of credit card The idea of credit card originally came up to the mind of a writer, Mr. Edward Bellamy (1850 – 1898) in his fiction novel, “Looking Backward”, but most bankers did not notice it. According to Encyclopedia Britannica, the use of the very first credit cards was in the United States during the 1920s, when individual companies, such as hotel chains and oil companies, began issuing credit cards to customers for purchases made at those businesses.