NGHIEN CUtJ - TRAO DOI
GIAI P H A P T A N G T H U D I C H V U P H I T I N D U N G T A I N G A N H A N G N O N G N G H I E P V A P H A T T R I E N N O N G T H O N VTET N A M
CHI N H A N H T I E N G I A N G
• PHAN THI THANH TRANG (*)
• DUONG DUY PHUC (**) TOM TAT
Bai viit nay duac thirc hien nham phdn tich thttc trang vii dua ra mpt so gidi phdp de phdt triin dich vuphi tin dung tai Ngan hang Nong nghiep va Phdt triin Nong thon VietNam, chinhdnh^
Tien Giang (Agribank Tien Giang) trong thai gian tai. Qua do cdi tiin lap th&i nhimg han che de khong ngimg phdt triin dich vuphi tin dung trong tuang lai, dong thai mang Uen thitc van rfrag vdo thitc ti. Kit qud nghien cim dd: (i) he thing hoa mgt cdch cu the cdc vdn de ly luan ca ban ve dich vu, dich vu ngdn hdng, dich vu phi tin dung vd sit cdn thiet dephdt trien dich vu phi tin dung cua ngdn hdng: (ii) phdn tich mot cdch chi tik thuc triing dich vu phi tin dung tai Agribank Tien Giang vi: nguin von, dw no, kit qud hoat dong kinh doanh titng linh vuc dich vu phi tin dung, thi phan, so luang khdch hdng, ty trpng thu nhdp dich vu phi tin dung, dua ramptso gidi phdp de phdt triin dich vu phi tin dung tai Agribank Tien Giang trong then gian toi. Dong thoi, bdi viet cUng dua nhitng kiin nghi hitu ich doi voi Ngdn hdng Nong nghiep vd Phdt trien Nong thon Viet Nam vd Ngdn hdng Nhd nuac Viet Nam - Chi nhdnh Tien Giang.
Tit' khoa: Tin dung, dich vu tin dung, tdng thu dich vu tin dung.
SUMMARY
This article was conducted to analyze the situation and provide some solutions to develop non-credit services at Vietnam Bank for Agriculture and Rural Development, Tien Giang branch (Agribank Tien Giang) in the near future. Thereby improving promptly the limitations to continuously develop non-credit services in the future, and bring practical knowledge into practice.
The results of the research have: (i) specifically codify the basic theoretical issues about services, banking services, non-credit services and the need to develop non-credit services of Bank; (ii) analyze in detail the status of non-credit services at Agribank Tien Giang on: capital sources, outstanding loans, business results of each non-credit service sector, market share, number of customers . the proportion of non-credit service income, offering some solutions to develop non- credit services at Agribank Tien Giang in the near future. At the same time, the article also provides useful recommendations to the Vietnam Bankfor Agriculture and Rural Development and the State Bank of Vietnam - Tien Giang Branch.
Key words: Credit, credit services, increase in credit service revenue.
1, Dat van de
Nhan .hay dupc su canh tranh khde liet treng mdi trudng hdi nhap, nhilu ngan hang thuang mai (NHTM) Viet Nam da vii dang khdng ngimg k h i n g dinh vi t h l cua minh thdng qua viec da dang hoa va nang cao chit luong cac san p b i m dieh vu, dac biet la cae dich vu phi tin dung (DVPTD). Cac DVPTD khdng chi kha an toan ma cdn mang lai ngudn thu nhap dn dinh. Ben canh dd, phat ttien DVPTD la phi, hdp vdi mot trong nhung npi dung cua d l an "Co c i u lai he thdng cac td chiic tin dung giai ddan 2011-2015" dupc Thi, mdng Chinh phi, pbe duyet (theo Q u y l . djnh sd 254/QD-TTg ngay 01/3/2012): "TCmg budc chuyin dich mo hinh kinh doanh cua cac NHTM theo hudng giam bdt su phu thuoc vao hoat ddng tin dung va tang ngudn thu nhap bi hda. ddng DVPTD". Chmh vi vay, su phat ttiln DVPTD la v i n d l h i t sire c i n thilt trong giai doan hien nay.
**) Hgc \1en C a o hQC Tnr&ng DH KTCN Long An
IAP CHI KINH TE - CONG NGHlEP
Bdt nhip vdi xu hudng do va nhan thiic dugc vai trd cua viec phat trign DVPTD, Ngan hang Nong nghiep va Phat trign Ndng thdn Viet Nam - chi nhanh Tign Giang (Agribank Tign Giang) dang tung budc chit trgng dgn ITnh vijc phi tin dung. Tuy nhien, hien nay Agribank Tign Giang vin cdn tap trung nhieu vao dich vu truyen thdng, thu nhap tir DVPTD chiem ty trgng chua cao, chua phat huy hgt tigm nang cita Agribank ve ITnh virc nay tren dia ban tinh.
2. Cff Sff ly luan ve dich vu phi tin dung ngan hang
DVPTD la bat ky san pham dich vu nao cung cap tir cac td chiic tai chinh ma khdng phai dich Vll tin dung nhu: dich vu thanh toan, dieh vu ngan quy, dich vu the, dich vu ngan hang dien tti, dich vu kinh doanh ngoai hdi, dich vu khac: tai trg thuong mai, Westem Union, hoa hdng bao higm, dieh vutu van,...
Tu dien thuat ngii ngan hang cua nha xuat ban giao due Barron, xuat ban lan thif 5 cua Thomas P. Fitch (Pham Anh Thiiy, 2012) dinh nghTa vg DVPTD: DVPTD (non-credit banking services) la cac dich vu ngan hang dua trgn le phi khdng lign quan dgn viec md rpng tin dung ma ngan hang eung cap cho cac ngan hang dai ly hoac khach hang doanh nghiep. Thu nhap tir DVPTD cd the la mgt ngudn thu dang kg cho cac ngan hang va cac td chuc tai chinh. Theo Pham Anh Thiiy (2012), DVPTD la cac dich vit ngan hang mang lai ngudn thu cho ngan hang ngoai ngudn thu nhap tir boat dgng tin dung, ngudn thu do bao gdm cac khoan thu tir dich vu thanh toan, dich vu ngan quy, dich vu bao Ianh, tai trg thuong mai, dich vu tu' van, dich vu ngan hang dien tir, dich vii kinh doanh ngoai te, dich vu ity thac, dich vu tu van,...
Nhu vay, DVPTD khac vdi dich vu tin dung la khi cung cap dich vu, ngan hang khong thu lai va tra lai (lai suat) nhu dich vu tin dung ma tign hanh thu phi tir dich vu. Ben canh dd, ngan hang khong phai sii dung hoac khdng sir dung nhieu den ngudn vdn cua minh dg cung cap dich vii cho khach hang. Theo quan diem ciia tac gia, DVPTD la dich vu md ngdn hdng khong cdn su dung den nguon von (Iwdc sur dung khong nhieu von) de ddp tmg nhu cdu ve tdi chink, tien ti cua khdch hdng nhdm dem lai cho ngdn hdng mot khodn thu nhdp nhdt dinh thong qua cdc khodn thu phi tic khdch hdng, khong bao gom dich vu tin dung.
3. Cac chi tieu danh gia sy phat trien thu nhap tu- dich vu phi tin dung cua NHTM
Tinh da dang cua DVPTD: Tieu chi nay the hien tinh da dang, phong phu cua DVPTD ma mpt NHTM mang dgn cho khach hang. Cd thg ndi DVPTD cang da dang, ngan hang cang cd kha nang dap ling nhu cdu cua khach hang day du hon. Digu dd lam tang kha nang thu hut khach hang, tang kha nang canh tranh cua ngan hang tren thi trudng, phan tan rui ro ciia hoat dpng ngan hang va tang kha nang sinh ldi trong hoat dpng kinh doanh cita ngan hang.
Chdt luong DVPTD ddp iing nhu cdu khdch hdng: Chdt litgng DVPTD la mdt su do ludng muc dp dich vu dugc ngan hang cung iing va the hien qua miic do thda man nhu cau va mong mudn eua khach hang: Day la ygu td quygt dinh dgn nang lire canh tranh va su phat trien thu nhap tif DVPTD cua NHTM khi cung cdp cac san phdm dich vu cho khach hang. Cdn phai luu y; (i) Chat lupng DVPTD la do cac khach hang cam nhan dugc chii khdng phai do ngan hang quygt dinh (khdng phai chdt lugng ky thuat); va (ii) Chdt lugng DVPTD thg hien su phu hgp vdi nhu cau va mong mudn ciia khach hang.
Tinh tien ich vd an todn cua DVPTD: Sir phat trign cua DVPTD khdng chi can cir vao tinh da dang ciia san phdm ma cdn phai can cu vao tinh tien ich cua dich vu. Cac san phdm tien ich dua trgn ngn tang cdng nghe eo thg kg dgn nhu: ngan hang true tuygn cho phep giao dich trgn toan qudc vdi ciing mpt tai khoan giao dich mgt cua, tigt kiem thdi gian cho khach hang, san pham the mang nhigu tinh nang, chuygn tign trong va ngoai nudc nhanh, hieu qua. Tinh an toan cang cao thi ngan
NGHIEN CUU - TRAO DOI
hang cang duoc su tin ttrdng ciia khaeh hang, ma ngan bang la dcanh nghiep kinh ddanh dua tren uy tin la chd ylu. Tinh an toan trong viec cung cip dich vu ngan hang the hien d an toan ngan quy, an toan trong viec img dung cac cdng nghe hien dai, an toan trong viec bao mat thdng tin khach hang.
Tic do phdt triin vi sS luang khdch hdng su dung DVPTD: Sd lupng khach hang su dung DVPTD cang tang chiing to dich vu dd dap ling dudc nhu cau ciia khach hang va phan anh su phat ttiln ciia dich vu do. Nlu nhu ttudc diiy khach bang sit dung dich vu cua ngan hang hau nhu la cac ddanh nghiep ldn, .hi ngay nay cac NHTM dang hudng tdi nhdm ddi taang khach hang rang hdn rit nhilu do la khach hang ca nhan va cac doanh nghiep vira va nhd,
Mtic do tdng truang doanh si vd thu nhdp tit DVPTD: Doanh sd la chi tieu het site quan ttpng dl danh gia su pha. .nin DVPTD. Doanh sl boat ddng cang ldn tac la lupng khach hang sit dung DVPTD ngay cang cao. Day chmh la kit qua tdng hdp ciia viec da dang hda, nang cad chat lupng san phim DVPTD gin vdi miic gia (hay phi) dich vu bpp ly dl cd thl dap iing .dt nhat nhu cau ciia khach hang. Mirc dp tang trudng dupc .hi hien qua cdng .hire sau.
Mirc .ang .rudng taye. ddi = Sc lieu cua ky sd sanh - sd lieu ky gee Se lieu ky sd sanh Tnc dd tang trudng (%) = ^ „ , . . , .—:; r x 100
Chi tieu ty trong thu DVPTD tren tong thu nhap: Ty trpng thu DVPTD tren tdng thu nhap ciia mdt NHTM ndi len vai ttd, su ddng gdp eiia DVPTD ddi vdi su phat ttiln ciia ngan hang do. Ty ttpng nay cang cao chiing td ngudn thu ta tin dung ngay cang giam va uu the phat bien thudc ve cac DVPTD, rui re tit dich vu tin dung ngay cang ducrc san se bdt bdi su phat ttien cac DVPTD.
Ty trcng (%) thu nhap tir dich vu phi tin dung/Tnng thu nhap Thu nhap rdng tir dich vu phi tin dung
Tpng thu nhap
Ca cau thu nhdp cua titng sdn phdm phi tin dung: Dilu nay thl hien san pham pbi tin dung nap chilm ty trgng cad phan anh chit ludng dich vu dd tdt, su hai ldng ciia khach hang doi vdi dich vu dd cad va ngupc lai.
Thu nhap cua tirng dich vu phi tin dung Ty trong (%) = ^ r ^ — £ . - , , . ,, . ' x 100
Tong thu nhap dich vu phi tin dung
So sdnh ty trgng thu nhap dich vu phi tin dung cdc ngdn hdng thuong mai: De danh gia su phat triin thu nhap tir DVPTD ciia mpt NHTM cin phan tich danh gia trong mdi tudng quan vdi cac ngan hang khac tren thj trudng. DVPTD da hep can dupc vdi cac dia ban nao, pham vi tiep can rpng hay hep, phin thi tru'dng chiem lmh dupc ldn hay nhd. Thi phan ciia DVPTD cang ldn thi the hien su phat ttien DVPTD cang cao va ngupc lai. De ton .ai va cd siic canh ttanh tten thi ttirdng, DVPTD ciia ngan hang phai chiem giit duac pban .hi trudng nhat djnh, d dd ngan hiing duy tri dupe mdi quan he vdi khach hang truyen thong va khai thac dudc nhieu khach hang ttim nang. D6 chinh la thudc dd cung nhu nin tang virng cb&c cho su phat triin DVPTD cua mdi NHTM.
Thu nhap tu- dich vu phi tin dung
Ty trpng (%) = Tnng thu nhap dich vu phi tin dung tren dia ban xlOO
4. Thuc trang thu nhap tii- dich vu phi tin dung tai Agribank Tiln Giang
Ngay nay, tat ca mpi linh vuc kinh ddanh diu phai hpat ddng ttdng mdi trudng canh tranh ri. gay git va khec liet. Bimg trudc tinh hinh dd, Agribank Tiln Giang khdng ngimg da dang hda cac loai bmh DVPTD, ciii .iln, nang cac chit lupng DVPTD phuc vu nhu ciu ciia khach hang, vi vay ma chi tieu thu DVPTD ludn tang .rudng qua cac nam, gpp phin nang cad .hu nhap chd ngan hang.
Hda minh cimg su pha. .rien eua hpi sd chinh, cae san pbim dich vu cita Agribank Tien Qiang
TAP CHI KINH TE - CONG NGHlEP
khong ngimg cai tiln va dugc trign khai da dang phong phu nhdm dam bao cung cdp cho nhigu ddi mgng khach hang khac nhau tren dia ban: KHCN, KHDN, DCTC. Cac dich vu tigu bigu nhu sau:
dich vu thanh toan, dich vu ngan quy, dich vu bao lanh, dich vu the, tai trg thuang mai, dich vu khac: Westem Union, hoa hdng bao higm, dich vu tu vdn, kinh doanh ngoai te phai smh, dich vu ngan hang dien tit,...
Hinh 1. Thu nhap tir DVPTD tai Agribank TiSn Giang 2014 - 2016
20,18 tydong
Thu nhap tu- dich vu phi tin dung
• Tong tliu dich vu phi tin dung
22,50 ly ddng 24,64 ty dong
Nguon: Sdo cdo kel qud HBKD cua Agribank Tien Giang giai dogn 2014 - 2016
Qua hinh 1 ta thay, trong thdi gian qua, Agribank Tign Giang ludn cd sir no lire trong viec phat trien DVPTD. Agribank Tign Giang ludn tang trudng qua cac nam, nam 2014 thu nhap tif DVPTD la 20,18 ty ddng, dgn nam 2015 thu nhap nay tang Ien 22,50 ty ddng (tang 2,32 ty ddng hay 15,5% so vdi nam 2014) va tang lgn 24,64 ty ddng (tang 2,14 ty d5ng hay 9,5% so vdi nam 2015), dieu dd dugc the hien cu thg qua:
4.1. Dich vu thanh toan chuyen ti§n trong nirdc
Hoat ddng thanh toan la mdt trong nhung hoat ddng quan trgng trong kinh doanh ngan hang, no khdng chi la boat ddng mang tinh truyen thong ma trong giai doan hien nay chdt lugng hoat dpng thanh toan da mang mdt mau sac mdi. Hoat dpng thanh toan nhanh chdng, chinh xac khong nhting nang cao gia tri thuang hieu ciia doanh nghiep ma cdn tao ra ngudn vdn Idn vdi lai suat dau vao thap thong qua sd du tren tai khoan vang lai ciia khach hang,
Cac cdng cu thanh toan tai Agribank Tien Giang dugc sir dung hgt siic phong phii nhu: Sec, iiy nhiem chi, iiy nhiem thu, thanh toan the ATM. Viec thanh toan qua tai khoan rad tai Agribank cd thg thuc hien d bat cir chi nhanh nao ciia he thdng va dir lieu se dugc cap nhat ngay tire thdi va ngudi hudng cd the nhan tign ngay sau khi giao dich chuyen tign kgt thiic. Cac khach hang khdng md tai khoan tai Agribank Tign Giang ciing cd the sir dung dich vu chuyen tien nhanh cho ngudi thu hudng cd tai khoan hoac nhan bang chirng minh nlian dan tai bat ky ngan hang nao trgn pham vi toan quoc...
Bang 1. Thu nhap tir dich vu thu, chuydn tign trong nudc tai Agribank Tien Giang giai doan 2014-2016
DVT: Khdch hdng. tydong, % Chi tieu
So lugt khacli/so mdn Doanh so thanh toan Thu nhap ttt dich vu thanh toan ttong nudc
Nam 2014 1.373.812
36.476 9,07
2015 1 801.372
51.292 10
2016 2.132.810
48.228 11,91
Toe do tang, giam (%) 2015/2014
31,12 40,62 10,25
2016/2015 18,40 -5,97 19,10 Nguon. Bdo cdo iiOi qua HDKD cua Agribanii Tien Giang giai doan 2014-2016
Bang 1 chp thiy tdc dp phat triin dich vii thanh tcan chuyen tien treng nirdc cua Agribank Tien Giang ngay cang tang trudng ca vl sd luang kbacb hang sd' dung dich vu ciing nbu ddanh sd thanh tdan. NIU nhu nam 2014 c6 1.373.812 lupt khach chuyin tien vdi ddanh sd thu dupc la 36.476 ty ddng thi din nam 2015 sd khach hang chuyin tiln tang len 1.801.372 lup. khach .ang 31,12% sd TAP CHI KINH TE - CONG NGHIEP
NGHIEN CUU - TRAO DOI
vdi nam 2014 vdi dcanh sd la 51.292 iy ddng .ang 40,62 % Sd vdi nam 2014. Tiep tuc da tang ttudng, Sd vdi niim 2015, sd khach hang chuyin ttln nam 2016 dat 2.132.810 lug. khach tang 18,4% sc vdi nam 2015, tay nhien dcanh sd chuyin tiln nam 2016 cd su sut giam Sd vdi 2015, dat 48.228 ty ddng, giam 5,97% sd vdi nam 2015. Su tang trudng dang kl ciia ddanh sd .hanh .dan da mang lai ngudn .hu .it dich vu nay ttrdng ddi ldn. Cu thl, nam 2015 thu tit dich vu thanh tcan la 10 ty ddng, tang 10,25% sd vdi nam 2014, niim 2016 la 11,91 ty ddng, tang 19,1% sc vdt nam 2015 va tang 13% sd vdl nam 2014. Dl cd dupc kl. qua nay, md. phin vi Agribank Viet Nam cd mang ludi giad dich ldn nhit nudc, ben canh dd thii tuc hanh chinh dan gian, hien dai, tad dieu kien che dich vu thanh tcan chuyin tiln .rang nudc pha. .rien.
4.2. Dich vu thanh toan chuyin tiln qudc te
Trong giai dean ttt nam 2014 din 2016, ddanh sd thanh tnan qudc tl ciia Agribank Tien Giang thip, nguyen nhan la dd heat ddng thanh tdan qudc tl ciia chi nhanh cdn mdi me. Nhin chung, budc diu viec md ra nghiep vu nay cdn gap nhilu khd khan vi khach hang cd giad dich xuat nhap khau tai Tiln Giang cdn it, han nira .rong vai nam .rd lai day .inh hinh kinh te - xa hdi cua Tien Giang ndi rieng, ca nudc ndi chung hien dang dSi mat vdi nhieu khd khan thach thirc, dd la lam phat va lai suit vin cdn d muc cac, tinh hinh kinh dcanh khd khan, nhilu dpanh nghiep vii hd kinh dpanh san xuit cim chimg, thu hep quy md kinh dcanh, hang tdn khp tang can, viec tieu thu hang hda sut giam, s6 ddanh nghiep giad dieh thanh toan qiiSc te tai chi nhanh it. Vi the nen ngudn thu tit dich vu thanh tcan cbuyen tiln qudc tl tai chi nhanh dat dudc qua cac nam cdn thap.
Bang 2, Thu nhap til dich vu thanh toan qu6c tl lai Agribank Tien Giang giai doan 2014 - 2016
Chi tieu Doanh so tiianh toan (ngan USD) - Doanh so thanh todn hdng xuiit khdu (ngdn USD)
- Doanh so thanh loan hdng nhdp khdu (ngan USD)
Doanh so chuyen tien mtdc ngoai (ngan USD)
Tim nhdp tit dich vu tiianh todn quoc te (Trieu dong)
Nam 2014
157 143 12 892 1.200
2015 8,4 7,9 0,5 981 150
2016 6.683 6.039 0,644 978 130
Toe do tang, giiim (%) 2015/2014
-94,65 -94,48 -95,83 9,98 -87,50
2016/2015 -20,44 -23,56 28,80 -0,31 -13,33
Nguon. Bdo cdo liet qud HDKD ciia Agribank Tiiin Giang giai dogn 2014 - 2016 Qua bang 2 ta thay, doanh sd thanh .pan qudc te tai Agnbank Tiln Giang cd xu hudng giam qua cac nam. Cu thl: nam 2015 ddanh sd thanh toan la 8,4 ngan USD, giam 148,6 ngan USD hay giam 94,65%) SP vdi nam 2014, nam 2016 doanh sl thanh tpan la 6.683 ngan USD, giam 1.717 ngan USD hay giam 20,44%, sd vdi nam 2015. Trong dd, ddanh sd thanh toan hang xuit khiu nam 2014 la 143 ngan USD, nam 2015 la 7,9 ngan USD, nam 2016 la 6.039 ngan USD, cbu ylu la thanh tdan xuit khau cac mat hang thii cdng my nghe, hang ndng san va thuc phim. Ben canh dd, deanh sd bang nhap khau cd nhieu biln ddng dang kl, nam 2014 la 12 ngan USD, nam 2015 la 0,5 ngan USD, din nam 2016 dat 644 ngan USD, nguyen nlian la do doanh sn thanh toan thu chiing til' (L/C) cd giam vi khach hang sit dung phuang thitc thanh .pan tntc tilp (T/T) nhilu hon. Doi vdi dich vu chuyin tiln ca nhan, ttcng nhirng nam gin day dd nlui ciu hpc tap, kham chQa benh va du lich cua ngudi dan tang cad, chinh nhiing yeu td nay giitp cho chuyin tiln ca nhan ra nudc ngcai tai chi nhanh phat trlln nhanh!
Nam 2015 ddanh sl chuyin tiln la 981 ngan USD, tang 9,98% sn vdi nam 2014; nam 2016 ddanh
TAP CHI KINH TE - CONG NG
s6 nay giam nhe ccn 978 ngan USD, giam 0,31% sc vdi nam 2015. S5 tien chuyin di chu ylu dap img nhu ciu phi, sinh beat phi chp du hpc sinh.
4.3. Djch vu chi tra kieu hoi
Bang 3, Thu nhap tCi' dich vu kilu h6i tai Agribank Tiln Giang giai aoan 2014-2016
Chi tiSu DS chi tta kieu hoi (ngan USD) Trong do: Chi tta WU (ngan USD) Thu nhap tit dich vu kieu hoi (trieu dong)
Nam 2014 12.584 6.321 / 100
2015 10.423
6,75 3.460
2016 12.892 8.861 1.080
Toe d6 tang, giam
(%)
2015/2014 -17,17
6,79 214.55
2016/2015 23,69 31,27 -6S.79 Nguon: Bdo cdo Ml qud HDKD cua Agribanic Tien Giang giai dogn 2014 - 2016
Bang 3 eho thay, dich vu kieu hoi da cd su bign dgng qua cac nam. Tuy mdi dugc trign khai gan day nhung da dat dugc mdt sd hieu qua nliat dinh, gdp phkn da dang hoa cac DVPTD va tao them thu nhap cho Agribank Tign Giang. Nam 2014 thu nhap tir dich vu chi tra kigu hdi la 1.100 trieu dong, nam 2015 tang len 3.460 trieu ddng, dgn nam 2016 thu nhap nay giam cdn 1.080 trieu dong. Ngoai viec thuc hien nghiep vu chi tra kieu hdi truygn thdng, chi nhanh con tich cue ddy manh chi tra kigu hdi thdng qua mang Westem Union (WU), Bank of NewYork Mellon tir Dai Loan. Budc dau da dat dugc kgt qua tang trudng dang ke. Cu thg: nam 2014 doanh sd chi tra WU dat dugc la 6.321 ngan USD, nam 2015 la 6,75 ngan USD, dgn nam 2016 tang lgn 8.861 ngan USD, ty le tang 40,18 % so vdi nam 2014. Digu do chimg td boat ddng chi tra kigu hdi va WU da khSng dinh dugc vai trd cua boat dgng kinh doanh cita Agribank Tign Giang.
4.4. Dich vu kinh doanh ngoai te
Dich vu kinh doanh ngoai te la mgt trong nhiing dich vu cd nhieu tiem nang cua cac NHTM tren dia ban, boat ddng nay khdng chi don thuan la viec chuyen ddi ngoai te tien mat phuc vu cho cac ca nhan ma cdn la dap ung cac yeu cau mua ban chuyen klioan cd gia tri Idn cua cac doanh nghigp hoat ddng trong linh vuc xuat nhap khau thdng qua phuang thirc mua ban ngoai te chii yeu la giao ngay (Spot) va mua ban ngoai te cd ky ban (Forward).
Bang 4. Doanh so va thu nhap tii- kinh doanh ngoai te tai Agribank Tign Giang giai doan 2014-2016
DVT Tydong. % Chi tieu
Doanh s6 mua Doanh so ban
Thu nhap tit dich vu kinh doanh ngoai te
Nam 2014 15.047 14.351 0,55
2015 18.795 18.520 0.63
2016 21.357 19.982 0.68
Toe do tan 2015/2014
24,91 29,05 14.55
I, giam (%) 2016/2015 13,63
7,89 7,94 Nguon Bdo cdo lici qud HBKD cua Agribanli Tien Giang giai doan 2014-2016
Bang 4 cho thiy, doanh sd mua ban ngdai te eita Agribank Tien Giang lien tuc tang qua cac nam, cu thl: nam 2014 deanh sd mua ngnai te tti khach bang dat 15.047 ty ddng, nam 2015 la 18.795 ty ddng va din nam 2016 tang len 21.357 ty ddng, tang 41,94%> SP vdi nam 2014. Ddanh sd ban cung tang qua cae nam, nam 2014 ddanh sd ban ngoai te til' khach hang dat 14.351 ty ddng, nam 2015 la 18.520 ty ding va din nam 2016 tang len 19.982 ty ddng, tang 39,24% sd vai nam 2014. Kit qua phan tich chd thay ddanh sd mua ban ngdai te cd tang nhung thu nhap tit hpat ddng kinb ddanh ngdai te tai chi nhanh tang tuang itng qua cac nam. Nam 2014 thu nhap tii dich vu kinh dcanh ngoai te la 550 trieu ddng, nam 2015 la 630 trieu ddng, din nam 2016 thu nhap nay tang len 680
TAP CHI KINH TE - CONG NGHIEP
NGHIEN CU'U - TRAO BOI
trieu ddng, tang 7,94% sa vdi nam 2015 va tang ban 23%> sd vol nam 2014. Dl cd dupc ket qua nhu vay la dd anh hudng bdi chinh sach vl mua ban ngnai te cita Chinh phii da lam chd ty gia ngdai .e In dinh, chenh lech ty gia mua ban nhd. Ben canh dd, Agribank Tiln Giang thuc hien chinh sach khach hang dl tang kha nang canh tranh vdi cac NHTM khac ttong viec dieu hanh ty gia linb heat, ddng thdi tad dilu kien thuan lai che cac chi nhanh leal 3 cd lai ttdng mua ban ngnai te, dl thiic diy beat dpng mua ban ngpai te trong toan chi nhanh.
4.5. Dich vu the
Ciing vdi xu thl phat triin cita thi ttudng, Agribank Tiln Giang da va dang day manh phat ttien dich vu the. Ben canh nhirng phudng thirc thanh tdan truyin thing, dich vu thanh .nan bang the de Agribank Tiln Giang phat hanh ciing da bat diu triin khai va budc diu thu dupe nhiing kit qua nhat dinh.
Bang 5. Doanh sl va thu nhap tir djch vu the tai Agribank Tien Giang giai doan 2014 - 2016
Chi tieu So luong ATIVI (may) So lugng EDC/POS (may) So lupng the ATM (the) Sd DV chuyen ludng (dem vi) TN tit dich vu the (ty dong)
Nam 2014
24 36 103.134
785 2,05
2015 28 77 115.742
818 2,94
2016 30 111 127.667
897 3, IS
Toe do tang, giam (%) 2015/2014
16,67 113,89 12,22 4,20 43,41
2016/2015 7,14 44,16 10,30 9,66 8,16 Nguon: Bdo cdo kUl qua HDKD ciia Agribank Tiiin Giang giai doan 2014 - 2016
Qua bang 5 ta thiiy, boat ddng dich vu the tai Agribank Tien Giang cd su tang trudng qua cac nam. Nam 2015 chi nhanh da phat hanh dupc 115.742 the ATM, tang 12.608 the ATM se vdi cudi nam 2014, ty le tang trucmg 12,22%). Trdng dc the qudc te la 134 the Visa va Master, tang hdn niim trudc 25 the. Trudc tinh hinh dam bad an tcan va sir tin tudng chd ngudi su dung dich vu the, chi nhanh cho lap dat he thdng chnng trdm ATM thl he mdi Iccnnect dd Israel san xuit che tdan bp may ATM trpng loan tinh. Nam 2015 vdi thu nhap til dich vu the tang tdi 2,94 .y ddng, tang 890 ttieu ddng, ty le tang trudng la 43,41% trd thanh nguan luc quan trpng ddng gdp vad ngudn thu tir dich vu phi tin dung tai Agribank Tien Giang.
Nam 2016, tuy ring day la mdt nam khd khan, nhimg Agribank Tiln Giang vin tilp tijc triin khai the PLUS SUCCESS va nang ban mirc thiu chi mdi ttdng tean tinh, tii 30 trieu dong len 50 ttieu ddng, ddng thdi tilp ttic thuc hien cac chuang ttinh khuyin mai dl phat trlln chi the thed chudng ttinh cua tru sd chinh va cua cbi nhanh. Tinh din 31/12/2016, .nan tinh da lip dat dupe 30 may ATM tai cac diem giao dich cita chi nhanh tren dia ban tinh Tiln Giang va sd ludng the ATM phat hanh dupe 127.667 the ATM, tang 11.925 the ATM Sd vdr niim 2015, ttdng dd the ghi no ndi dia la 127.282 the, the qudc .1 358 .he, .be tin dung qudc tl 27 the. Dl phat tnln dich vu the, Agribank Tien Giang da rat rich cue ttong khau quang ba gidi thieu vl cac tien ich cita viec sti dung the vdi khach hang ddng thdi cd nliiing chinh sach khuyin khich vl vat chit chd khach hang sit dvmg the nhu:
mien phi phat hanh the tteng nhiing dip ll, Tl., miln phi rii. tiln mat... tad dilu kien vl thu tuc phat hanh the don gian, nhanh chdng.
Bang 6. S6 luffng the ATM da phat hitnh ciia mpt s6 NH tren dia ban tinh Tiln Giang
DVT- The, %
Agribank Tien Giang Dongabank Ti6n Giang Vietinbank Tien Giang BIDV Tien Giang BIDV My Tho Vie.combank Tien Giang
103.134 95.007 92.387 88.732 16.971 53.701
115.743 97.536 100.052 97.095 21.325 61.607
127.667 98.872 118.712 108.301 27.301 66.325
23,79 4,07 28,49 22,05 60,87 23,51
Ngudn- Bdo cdo long kel ciia Ngdu hdng Nlid nu&c Viel Nam - cin nlidnh Tiin Giang giai doan 2014-2016
Vdi he thdng mang ludi trai dai tren toan qudc ciia Agribank va su da dang hda cac kenh thanh toan, chi nhanh Tign Gang da cung cap cho khach hang dich vu thanh toan nhanh chdng, cbinh xac, an toan va da thu hiit ngay cang nhigu khach hang dgn giao dich. Kgt qua la qua cac nam, Agribank Tign Giang diing d4u danh sach ngan bang phat hanh the so vdi cac NHTM khac tren dja ban. Cu thg la nam 2014 sd the phat hanh tai Agribank Tien Giang la 103.134 the, nam 2016 sd the phat hanh tang len la 127.667 the, diing thu 3 thi phan the tren dia ban vdi 23,79%. Digu nay cho thky rSng tigm nang cho dich vu nay cdn rat ldn ddi vdi mdt tinh dang tren da phat trign va hgi nhap nhu tinh Tign Giang.
4.6. Dich vu ngan quy
Hien nay, Agribank Tign Giang da trien khai dich vu ngan quy bao gdm dich vu thu hd va dich vu chi hg tign mat cho khach hang tai cdng ty hoac tai nha trong dia ban tinh, dich vu kigm dinh ngoai te, thu ddi tign cii, ddi menh gia... Ben canh cac khach hang ca nhan cd nhu c^u thu/chi tign mat tai nha, Agribank Tien Giang da khai thac dugc mgt sd cac khach hang la td chiic cd nhu cau su dung dich vu thu hg ldn nhu mdt sd cira hang ban sira, edng ty TNHH Uni President chi nhanh Tien Giang, Trung tam hdi nghi tinh Tien Giang, buu dien, benh vien K120... kgt qua dat dugc nhu sau:
Bang 7. Thu nh|p tir dich vu ngan quy tai Agribank Tien Giang giai doan 2014 - 2016
DVT: Tydong. % Chi tieu
Tong thu Tong chi
Thu nhdp tit dich vu ngdn quy
Nam 2014 74.313 76.013 1.63
2015 82.717 87.001 1.44
2016 93.132 98.312 1,99
Toe do tang, giiim (%>) 2015/2014
11,31 14,46 -11,66
2016/2015 12,59 13,00 38,19 Nguon: Bdo cdo Icel qud HDKD cua Agribank Tien Giang giai dogn 2014 - 2016
Tir bang sd 7 cho thay, thu nhap tir dich vu ngan quy cua chi nhanh nhin chung la tang qua cac nam, nam 2014 thu tir dich vu ngan quy la 1,63 ty d6ng, dgn nam 2014 thu nhap nay giam xudng con 1,44 ty dgng (giam 11,66% so vdi 2014), dgn nam 2016 ngudn thu nhap nay tang len 1,99 ty dong, tang 38,19% so vdi nam 2015. Tuy nhien, ngudn thu nay van chi chigm mdt phan rat nho trong tdng thu nhap ciia ngan hang, chua tuong xung vdi uy tin va tiem nang cua Agribank Tien Giang. Do dd, dg dich vu ngan quy hoat ddng hieu qua hon thi Agribank Tign Giang can phai chu trgng hon vao viec diu tu, boi duong can bd cdng nhan vign cua phdng ngan quy nham nang cao nghigp vu, va dua ra cac chinh sach hgp ly, ddng thdi khai thac thg manh vdn co nhu mang ludi giao dich rgng khap de phat trien dich vu nay.
4.7. Djch vu ngan hang hifn dai
Bang 8. TN tu DV Internet/ Mobile Banking tai Agribank Tign Giang giai doan 2014 - 2016
DVT. Tyddng. %
Chi tieu 2014 2015 2016
Toe do tang, giam (%) 2015/2014 2016/2015
Dich vu Intemet banking (KH) -35,00
Dich vu Mobile bankine fKHl 6,25
IAP CHI KINH TE - CONG NGHIEP
NGHIEN Ciru - TRAO DOI
\ Thu nhdp til dichvu Mobile/E-Banking \ 1,2 \ 1,52 | 2.42 | 26,67 \ '\592l | Nguon • Bdo cdo tet qud HDKD aia Agribanli Tien Giang giai doan 2014-2016 Bang 8 chd .hay, nhdm dich vu hitemet Banking va Mobile Banking tai Agribank Tien Giang cd su phat trlln manh qua cac nam. Nam 2014 sd lupng khach hang sir dung dich vu Mdbile Banking la 40.340 khach hang, din nam 2015 sd lupng nay tang len la 42.861 khach hang, tang 6,25% so vdi nam 2014, thu nhap ttt dich vu Mobile Banking tang 26,67% sd vdi nam 2014 (thu nhap tti dich vu Mdbile Banking nam 2015 la 1,52 ty ding va 2014 la 1,2 ty ding). Djch vu su dung Intemet Banking ciing cd nbirng budc tiln dang kl: nam 2014 chi cd 400 khach hang sit dung, tdi nam 2016 sd khiSch hang sit dung dich vu nay tang len la 583 khach hang.
Bl cd dupc kit qua tten la dd Agribank Tiln Giang cd eac chuang ttinh marketing va hieu qua cita kenh ban bang ttong viec gidi thieu cac tien ich cita dich vu tdi khach hang. Trcng thdi gian tdi, dich vu Mdbile Banking chjc chSn se mang lai mdt nguin thu ldn cbp ngan hang kill ma den nam 2016 se ludng the phat hanh la 127.667 the va se cdn tilp tuc tang khi y thuc ctia ngudi dan ve tien ich cita the ngay cang dupc citng on.
Bang 9. Cff ciu thu nhap tir DVPTD tai Agribank Tiln Giang giai floan 2014-2016 BVT:Tymng.%
Chi tieu Thu tit DVTT trong nuac Thu tit DVTT quoc te Thu tit dich vu kieu hoi, WU Thu phi dich vu The Thu phi DV Mobile/E-Banking Thu phi dich vu uy thac va dai ly Thu tit dich vu ngan quy Thu tu dich vu KD ngoai te Phi hoa hong dai ly chitng khoan Thu tit dich vu khac Tong thu dich vu phi tin dung
Nam 2014 So tien
9,07 1,20 1,10 2,05 1,20 0,44 1,63 0,55 0,88 2,06 20,18
Ty trong
(%)
44,95 5,95 ^ 5,45 10,16 5,95 2,18 8,08 2,73 4,36 10,21 100,00
Nam 2015 So tien
10,00 0,15 3,46 2,94 1,52 1,24 1,44 0,63 0,93 0,19 22,50
Ty trong
(%)
44,44 0,67 15,38 13,07 6,76 5,51 6,40 2,80 4,13 0,84 100,00
Nam 2016 So tien
11,91 0,13 1,08 3,18 2,42 2,01 1,99 0,68 1,01 0,23 24,64
Ty trong
(%)
48,34 0,53 4,38 12,91
9,82 8,16 8,08 2,76 4,10 0,93 100,00 Nguon: Bdo cdo Icet qud HDKD ciia Agribank Tien Giang giai doan 2014-2016 Qua bang 9 ta thay co ciu thu nhap tit DVPTD tai Agribank Tiln Giang cd su chenh lech qua timg san pham dich vu, chilm ty trpng Icm nhit ttdng ting tbu DVPTD la dich vu thanh loan trcng nudc chilm tren 44% tiing thu DVPTD. Cu thl: nam 2014 thu ttt dich vu thanh lean ttong nudc chiem 44,95% tdng tbu DVPTD, nam 2012 chilm 44,44% tdng thu DVPTD, nam 2016 chilm 48,34%, tang 3,9% so vdi nam 2015 va tang 3,95%, so vdi nam 2014. K I din la dich vu the, dich vu kieu hdi, dich vu ngan quy va hoa hdng dai ly cbiing khoan vdi trung binh khdang 30%. Chilm ty ttpng thap trnng ting cd ciu thu nhap tit DVPTD la dich vu thanh toan qudc tl va dich vu kinh ddanh ngcai te chilm dudi 9%.
4,8, Phan tich vl ca ciu thu nhap tai Agribank Tien Giang
Hinh 2 che thiy .hu nhap cua Agribank Tiln Giang cdn phu thupc rit ldn vad thu nliap tit dich Vll tin dung, chilm gin 95% tdng thu nhap cita ngan hang. Trong khi dd thu nhap tir DVPTD tai Agribank Tien Giang lai chilm .y .rpng kha .hip, dudi 5,4% .dug thu nhap ngan hang Sd di thu nhap tii DVPTD tai Agribank Tiln Giang ludn chilm ty trpng thip la dc ngudn thu tit DVPTD chu ylu la thu phi chuyen ca nhan vdi sl lieu nhd, ngoai ra chi nlianh edn bi canh ti-anh gay gjt do cac
WMJMui^ii ^j«>y «s
NHTM tren dja ban dang ap dung miic phi thap hon. Ket qua nghien ciiu cho th§y tbu nhap rdng tir DVPTD tai Agribank Tign Giang khdng ngimg dugc cai thien qua cac nam.
Hinh 2. Ty trong thu nh^p tir DVTD va PTD tai Agribank Tign Giang tir nam 2014 - 2016
• Thu nhap rong tir dich vu TD • Thu nhap rong dich vu phi TD
95.30% 94.71% 94.63%
4.70% 5,29%
Nguon: Bdo cdo ket qud HDKD cua Agribanic Tien Giang giai dogn 2014 - 2016
Vi vay, dg phii hgp vdi xu hudng phat trign thi trudng DVPTD hien nay thi phat trign dich vu ngan hang ban le va dich vu ngan hang hien dai dua trgn ngn tang ung dung klioa hgc cdng nghe tien tien se trd thanh xu hudng t^t ygu trong thdi gian tdi ma cac NHTM phai thuc hien nhim nang cao kha nang canh tranh cua mmh. Khi do ty trgng thu nhap tir DVPTD se ngay cang tang lgn va tao thg can bang vdi thu nhap tii dich vu tin dung. Dieu nay ddi hdi Agribank Tien Giang cSn phai CO chien lugc phat trign kinh doanh trong thdi gian tdi ddng thdi phai chu trgng phat trign DVPTD ngay cang cd nhieu tien ich hon de dap ung ngay cang cao nhu cau cua khach hang va nang cao nang luc canh tranh trong qua trinh hdi nhap kinh te the gidi.
5. M3t so giai phap phat trien dich vu phi tin dung tai Agribank Ti^n Giang 5.1. Mff rgng mang ludi ATM va POS
Agribank Tign Giang can phat trign them cac diem dat may ATM d cac digm ddng dan cu va cac huyen, thi chua ed mang ludi cua Agribank va dang cd tiem nang phat trign kinh tg nhu:
huyen Cai Lay, huyen Cai Be, huyen Tan Phudc, huyen Gd Cdng Tay, huyen Gd Cdng Ddng de tao su thuan lgi va tien ich cho khach hang. Ddng thdi, phuc vu cho dich vu chi hd luong hang thang dg cac doi tugng hudng luong tii ngan sach va cac doanh nghiep chi tra luong cdng nhan qua the khong phai mat nhieu thdi gian chi de chd dgi tdi lugt nit tien khi den ngay lanh lucmg vi cac ddi tugng nay thudng khdng cd tich liiy tign trong the do thu nhap khdng cao.
Tang cudng viec md rgng mang ludi cac don vi chap nhan the tai cac nha hang, kliaeh san, sieu thi, tram xang dau, nha sach, bim dien, dien luc, cac hang ban xe, cac hang dien thoai di ddng, cac shop mua sam tigu dung,... Bdi sir gia tang vg sd lugng ciia cac don vi chap nhan the la mgt trong nhiing ygu td quan trgng nham day manh doanh sd thanh toan qua may POS. Vi vay Agribank Tien Giang ngn giam phi thu tir cac don vi chap nhan the va cd sir im dai ddi vdi khach hang thanh toan qua may POS. Bgn canh do, dinh ky Agribank Tien Giang ckn cii nhan vien dgn ca sd chap nhan the bao dudng kigm tra may, sua chiia kip thdi nham tao digu kien cho viec thanh toan may POS troi chay, thuan tien.
5.2. Tang cuffng kha nang dap ung dich vu
- Nhan vien thuc hien giao dich vdi khach hang can chinh xac, nhanh chong hon, cd thai do an can, nha nhan tao cho khach hang cam th4y thoai raai khi giao dich. Cac chuSn muc giao tigp vdi khach hang (tac gia da dg cap d phin giai phap vg ngudn nhan luc) va kgnh dich vu ngan hang dien tu can dugc thuc hien hieu qua. Ngoai ra, viec khic phuc tot nhirng ban che vg tru sd lam viec, mang ludi phdng giao dich, may ATM, may POS ciia chi nlianh la mdt trong nhung giai phap nang cao kha nang dap iing dich vu nhim cung cSp dich vu mgi luc mgi noi, hudng dgn su tien ich va thoai mai cho khach hang. C4n tigp tuc cai tign, ddi mdi, don gian hda quy trinh cung img cac
Lj.iJuttiatii»i..ijj.ijiAytii:jj
NGHIEN CUU - TRAO DOI
DVPTD dl giam chi phi, riit ngin thdi gian cung d p dich vu va thdi gian chd ddi ctia khach 1 tao dudc su thdai mai che khach hang khi sit dung dich vu. Cin ban chi de khach hang hr dien tirtc tilp vac mlu bilu hdac mlu dang ky vi nhilu ylu td: do khach bang chua ro nen viet sat, do ehii vilt khdng rd rang sach, dep, hdac dd khdch hang dec khdng rd, mit nhilu thdi gian dpc de dien thdng tin thay vi nhan vien tu diln che khach hang, ding thdi qua dd nhan vien cd dip giad tiep vdi khach hang, thl hien su quan tam ciia chi nhanh nhilu hdn ddi vdi khach bang.
Cin cd chinh sach gia (phi) hpp ly ddi vdi tiing nhdm khach hang. Vi phi cbinb la gia ca ciia dich vu ma ngan hang cung d p , la ylu tl quan ttpng quyit dinh su lua ebon ciia khach hang trong dilu kien cd nhilu ngan hang cimg heat dpng tren dia ban. Qua khap sat, nhan thay khach hang chua ding y vl chinh sach gia ciia chi nhanh, vi vay chi nhanh d n khac sat cac lai suat, bidu phi ap dung tai dia ban Tiln Giang dl xem xet lai chmh sach gia va lai suit ap dung cua chi nhanh. Ddng thdi xem xet lai tdng hda ldi ich ma khach hang mang lai dl cd miic phi phii hpp, nhat la ddi vdi khach hang doanh nghiep va thudng xuyen thdng bad miic phi dich vu din khach bang.
5.3. Tang cu-ffng cong tac quan ly riii ro dich vu phi tin dung
Ra scat lai cac van ban ban hanh, cac quy trinh, nghiep vu neu phat bien ra ke hd cd the Ipi dung, chi nhanh can kip thdi ngiin chan va sita ddi, bd sung hdac ttinh bad Ien hdi sd de cd hudng giai quyit. Phd biln kip thdi cac van ban, quy dinh, quy trinh mdi ban hanh, thudng xuyen nhac nhd cac nhan vien tu kiem tra cac cdng viec minh da lam xem da miin thii dimg quy dinh, quy trinh nghiep vu chua.
Thupng xuyen dad tad, bdi dudng nang can trinb dd cbuyen men, quan ly, nhat la cac can bp lam cdng tac hau kiem, kiem scat lai cac giad djch dii phat sinh de kip thdi ngan ehan cac sai sot mac dil da dudc kiem scat trudc. Ddng thdi chd tham gia cac budi tap buiin ve kha niing du bad nil rp, dap tap giam dinh chij ky, man diiu, giay td tuy thiin, hpc hdi va nit kinh nghiem ttr cac nii re thudng gap hdac nhirng riti ra xay ra tai eac ngan hang khac.
Chi nhanh hien dang su dung ccng nghe bien dai tir be thdng nhung su ddng bd chua cac vi vay chi nhanh ciin giap td dien tpan lam cdng tac dau mdi, phdi hop vdi cac phdng trdng vice tin hpc hda cac boat ddng nghiep vu ho trp nhu banh chinh, td chirc nhiin su, quan ly,... Ddng thdi, thudng xuyen dad tad nghiep vu va khuyen khich ddi vdi can bp lam cdng tac tin hpc, dien tcan vita viing chuyen mdn, am hieu nghiep vu ngan hang lai vita cd ky thuat va tam huylt vdi nghi dam bao an toan tai san cbo ngan hang va khach hang.
5.4. Tang cirong kha nang tiep can khach hang
Duy tri va phat huy hon nOa nhiing phudng phap tilp thi hien cd tai chi nhanh nhu: quang cad, tiep thi tren cac thdng tin dai ehiing, tang bad cita Agribank ebo cac khaeh hang lon, gpi dien thoai khach hang dcanh nghiep xin cupc hen, giri thu chap san phim qua email eac khach hang ddanh nghiep, cac dem vi chi tta luang, khach hang than thilt, dang ky quiy gidi thieu san phim tai cac budi hdi chp triin lam tai dia ban, chay xe dap quang ba san pbim,...
Thudng xuyen giii lien lac vdi khach hang cii bdi viec giii chan mdt khach hang cC se it tin kem hon nhtlu so vdi viec tim kilm khach hang mdi, ddng thdi qua su tttdng tac dd ehi nhanh cd the .im .hem khach hang mdi ttt mdi quan he cita khach hang cu. Cin bam giii khach hang ldn va khach hang tiem nang bang each xay dung hi sd rieng cua tiing khach bang, thudng xuyen giii email cac chinh sach mi dai, nhitng thong tin cd it chp hp, .hudng xuyen .hi hien su quan tam cua cbi nhanh ddi vdi khach hang qua email heae buu thiip viio nhiing ngay dac biet cita khach hang va kem thdng tin cita chi nhiinh mdt each kheo leo.
chn thudng xuyen danh gia phuong thiic tigp thi cua chi nhanh de kip thdi cd hudng tigp can khach hang vira than thien lai thu hiit khach hang, tranh trudng hgp tigp thi phan tac dung ma cdn anh hudng xdu dgn chi nhanh. Vi du nhu: giri email hang loat khign khach hang buc bdi, tigp thi qtia dien thoai khdng diing liic lam phien khach hang, phat td roi khdng dung ddi tugng.
5.5. Hoan thif n va nang cao cac san ph^m djch vu hien co
Dich Vll thanh todn: Tigp tuc phat trign cac san pham dich vu thanh toan ma Agribank Tien Giang dang cd thl manh. Ddng thdi tang cudng chigm ITnh thi trudng, khai thac tdi da nhu ciu giao dich cua khach hang, tham nhap cung cap dich vu vao cac sigu thi tren dia ban (nhu: sieu thi Co- opmart Tign Giang, sieu thi My Tho, sieu thi dien may Chg Ldn, sieu thi dien may Nguygn Kim, sieu thi Dien May Xanh,...); cac trung tam bach hda, nha sach, cac cdng ty du lich, tram diing chan,... trgn dia ban de phat trien cac dich vu thanh toan.
Dfch VII ngdn guy: Thudng xuygn bao tri eac thiet bi hd trg: xe chd tign, cdng cu phong chdng chay no, may dem tign, may soi tien, camera,... nham dam bao cho tat ca hoat ddng deu an toan, hieu qua tai chi nhanh ciing nhir trong viec giao nhan tien tu Ngan hang Nha nudc Viet Nam hoac cac t6 chdc tin dung khac. Dac biet ddi vdi dich vu thu chi tign mat luu thdng tai dia chi ca nhan thi chi nhanh can phai thuc hien nhanh chdng, diing cam ket va dam bao an toan. Dam bao cdng tae tiep quy kip thdi va co cau cac loai tien phii hgp tai cac may ATM tren dia ban.
Dich vu the: Agribank Tign Giang can thudng xuyen theo doi chat lugng dich vu the thdng qua cac so lieu phan anh vg sd du tign giii, tan suat giao dich, doanh sd thu phi dich vu the, co sd ha tang ky thuat, doanh sd thanh toan, ddi ngii nhan vien. Nang cao thgm cac tinh nang da dang hien dai eua thg, cd chg do khuygn khich khach hang duy tri sd tien trong the. Thudng xuyen bao dudng cac may ATM, dam bao may ATM boat ddng dn dinh, cdng tac tiep quy thudng xuygn, ve sinh quiy ATM dinh ky, tranh cac ldi xay ra do chu quan nhu: bgt tien, hgt giay, mat dien, gian doan, nghen dudng truyen vien thdng, do sir cd mang ndi bd cita chi nhanh hoac do cdng tac cham sdc khach hang chua day du kip thdi.
Dich vu kinh doanh ngoai te vd phdi sinh: Can giii viing mdi quan be khach hang hien co, ddng thdi chii dgng tim kigm khach hang cd boat ddng xuat nhap khau va nbu cau mua ban ngoai te tai dia ban. Duy tri va cd chinh sach uu dai ddi vdi cac khach hang Idn, khach hang dugc xep hang A CO hoat dgng xuit nhap khiu tai dia ban gdp phan day manh dich vu thanh toan qudc tg va dich vu kinh doanh ngoai te cua chi nhanh. Ben canh dd, bd phan tham muu can theo doi va giam sat dign bign ty gia va tu vin cho khach hang ngn su dung cac giao dich nao dg ngua nii ro. Ddng thdi, chi nhanh phai thuc hien diing cam kgt mua ban ngoai te vdi khach hang va tan dung, phat huy dugc chinh sach ban cheo san phim, kgt hgp trign khai cac san pham dich vu hd trg hoac cung cap cac dich vu mien phi nham thu hiit khach hang giao djch.
Dich vu ngdn hdng dien tu: Chi nhanh cin tigp tuc dau tu va nang cap ha ting cdng nghe ngan hang dg khong ngiing cung iing su tien ich cho khach hang. Diu tu phat trign ha tang he thdng mang, nang cao md dudng truygn cd dung lugng cao, tdc do nhanh, han chg tdi da nghen mang dam bao cung cip dich vu cho khach hang mgi liic khi cd nhu ciu. Cd chinh sach khuygn mai dg khuyen khich khach hang dang ky su dung djch vu nhu giam hay mien phi su diing dich vu nhung nam dau, phi chuygn tign qua dich vu dien tu' re hon tai quay,...
5.6. Giai phap cham soc khach hang
Trudc tien chi nhanh cin tao su hai long ciia khach hang: su hai ldng ciia khach hang giai thich ly do tai sao khach hang lai rdi bd hoac d lai vdi ngan hang va ngan hang can phai biet lam gi de giii chan khach hang cua minh. Cach hieu qua nhit la ngan hang phai dap ung tdt nhu cau cua
-CONG NGHIEP
NGHIEN CUU - TRAO BOl | g ^
kbaeh hang. Mudn Iam dupc nhu vay Agribank Tiln Giang cin phai bilt khai gdi nhu cau va hi van chd khach hang su dung san phim dich vu ndi chung va DVPTD ndi rieng nhim dem Iai su thda man eac nhit cho khach hang. Ben canh dd, Agribank Tiln Giang cin phai thudng xuyen cd nbiing cudc dilu tra, tbam dd khach hang v l mite dp bai long ddi vpi cac san p h i m dich vu ngan hang, ve chinh saeh khach hang ma ngan bang dang ap dung d l cd nhitng dieu chinh phii hpp, dap umg ngay cang td. nbu cau cita khach hang.
V l beat ddng cham sdc khach hang: Agribank Tiln Giang cin cd chinh saeh ebam sdc khach hang cho timg ddi tirong khach hang nbu: khach hang Vff, khach hang ldn, khach hang iruyen thdng, khach hang phd thdng... d l cd c h i dp cham sec phii hpp. Ddi vdi khach hang VIP, khach hang I(jn truyin thing, khi den giad dich cin dudc Ianh dac phdng, can bd hen quan den tiep an d n , nilm nd, ljch su d phdng tilp khach sang trpng de hg cam t h i y minh cc mdt vi the quan trpng hdn khach hang khac. Ben canh dd, Agribank Tien Giang nen thudng xuyen ebam sec khach hang d l tap su than thien, ndng im, tin tudng cita khach hang. Dac biet, vac nhiing dip le.
Tit, sinh nhat,... cin cd nbiing mdn qua phit hdp vdi timg gidi tinh, sd thich cita khaeh hang, Iam chd mdi quan he giita khach hang va ngan hang dupe ben chat va lau dai hdn. Ben eanh nhiing van de dang quan tam neu tren, Agribank Tien Giang can chit ttpng den ccng tac giai quyet dan thu khieu nai, td cao cita khach hang. Viec giai quyet thda dang, kip thdi ddn thu khieu nai, to cad va san sang nhin nhan khuyet diem, yeu kem se giiip niing cad su tin nhiem va ldng tin cita khach hang ddi vdi ngiin hang.
6, Mot so kien nghi
6,1, Dili vdi ngan hang Nong nghi§p vii P h a t t r i i n Nong thon Viet N a m
Hodn thien chien luac phdt trien DVPTD: Agirbank Viet Nam cin xay dung chiln lupc phat trien DVPTD tren cd sd nghien cim mdi trudng kinh ddanh, xu t h l phat triin dich vu hien nay, cin nghien ciru va tham khao ehien lupc phat ttien dich vu cita cac NHTM khac d l xiiy dung chiln ludc phat ttien DVPTD cua tpan he thdng. Dinh hudng phat triin DVPTD cita ngan hang phai ducc xay dimg tten cd sd du bad nhu cau thi trudng, ciin phiii cu thl hdn d l td rd uu thl chd timg san phim dich vu cua ngiin hang.
Phdt trien mang luai hoat dong hap ly: Mang ludi rpng la mdt uu t h l cita he t h i n g Agribank, nhung mat khac ciing la mpt trd luc Idn ttpng vice ttiln khai hien dai hda ngan bang, dn vay, d l ngbi Agribank Viet Nam phai bd tti sap x i p lai mat dp ngan bang tren dia ban sad chd hctp ly, tap trung d i u ttt ccng nghe, citng cd cac ehi nhanh tru'c thudc, tad dilu kien chd cac chi nhanh heat dpng cd hieu qua, hinh thanh mang ludi phan phdi dich vu ngan hang tdt nhit ehc khach hang. Phai tien hanh khae sat tinh hinh kinh t l - xa hpi va eac Ipi t h l cd t h l cd ebd viec phat ttiln DVPTD ttudc khi quyet dinli dat dia diem heat dpng, phai chii y d i n vin de nhan Iuc, vat Iuc cbp heat ddng ctia chi nhanh. Cac van d l tren la rit quan treng, nd la Cd sd d l cc t h l thea man nhu c i u cua khach hang va tang them uy tin cua ngan hang.
Ndng cao quyen tu chu cho cdc chi nhdnh trong viec phdt triin DVPTD: M6i dia ban khac nhau cd uu thl phat ttiln nhiing Icai dtch vu khac nhau. Do vay, Agribank Viet Nam nen chd phep cac chi nhanh phat trien DVPTD theo kha nang va dilu kien cua timg chi nhanh. Ddng thdi khi giad chi tieu ke hoach .hue hien cho timg chi nhanh, tru sd chinh cin xem xet nhung Iai thl ciia timg dia ban boat ddng de cd the giao chi tieu phii hop.
Hodn thien vd dot mai ky thudt cong nghe ngdn hdng: Hoan thten phin m i m chuyin tiln dien tii, tbanh toan lien ngan hang, tbanh toan scng phuong, tbanh toan da te, tang cudng kilm soat bao mat cita he thdng tbanh toan, dam bao an tpan tai san cua ngan bang va khach hang. Triin kha^ he
tAP CHI KINHTE-CONG NGI
th6ng mang phuc vu ket ndi song phuong vdi cac NHTM khac dam bao kha nang kgt ndi thanh toan dugc thong sudt, giam thigu su cd gian doan dudng truygn.
Can don gidn hoa cdc vdn bdn, quy dinh lien quan den viec thuc hien cdc dich vu ngdn hdng:
He thdng van ban, quy djnh cua Agribank Viet Nam vg quy trinh nghiep vu ciia ngan hang dugc khach hang danh gia la khd hilu, mau thuin, thii tuc rudm ra. Vi vay, Agribank Viet Nam cin pbai ban hanh van ban hudng dan thuc hien che do nghiep vu theo hudng don gian, de higu nhung vin dam bao nhirng thdng tin can thiet nham tao thuan lgi cho ca khach hang giao dich va chinh ban than ngan hang.
Tang cudng phdt trien thuong hieu vd thuc hien vdn hoa Agribank: Agribank dang co lgi thg vg mang ludi rdng ldn, thuong hieu ndi tigng dugc nhigu ngudi bigt dgn. Day la Igi thg quan trgng gop phan quygt dinh quy md, chat lugng dich vu cung nhu kha nang cung iing cac DVPTD dgn mgi d6i tugng khach hang. Nhu vay, Agribank can tang cudng cdng tac quang ba phat trign thuong hieu va thuc hien van hda Agribank, dac biet xu Iy nghigm, cdng khai eac tnrdng hgp vi pham gay anh hudng nghigm trgng den hinh tucfng Agribank, nhu thg mdi cd thg giii viing va phat huy tdi da lgi the ve thuang hieu trgn thj tru'dng tai chinh.
6.2. Doi vdi Ngan hang Nha nuoc Vigt Nam - Chi nhanh Ti§n Giang
Cdn bo sung vd hodn thien cdc chinh sdch phdt trien dich vu ngdn hdng: Tren co sd phap luat cita Nha nudc, Ngan hang Nha nudc Viet Nam can nhanli chdng xay dung hoan chinh, ddng bd he thong cac van ban hudng dan vg hoat ddng ngan hang de cac NHTM thuc bien. Cac van ban hudng din vira khdng trai luat, viia tao dieu kien cho cac NHTM hoat ddng trong digu kien cu the d nudc ta va xu the hgi nhap qudc tg. Siia ddi va hoan thien ca chg thanh toan de dap iing ygu cau ddi mdi cac CO chg nghiep vu khac. Nghien ciin tao mdi trudng cho phep su dung cac phuang tien thanh toan hien d^i.
Hien dai hod cong nghe ngdn hdng: Ngan hang Nha nudc Viet Nam can di trudc trong thirc hien hien dai hoa cdng nghe ngan hang. Tap trung dau tu cdng nghe cho he thdng thanh toan, nang cao chat lugng cac phuang tien va cdng cu thanh toan. Phat trign va hoan thien he thong thanh toan IBPS. Hau het cac dich vu ngan hang trong dd cd dich vu ngan hang hien dai deu gan lign vdi hoat dgng thanh toan. Vi vay rat cin thigt phat trien boat dgng thanh toan hien dai, tien lgi, nhanh chdng va chinh xac, gop phan nang cao hieu qua dich vu.
Tai lieu tham khao [Tieng Viet]
[1], Dao Lg Kigu Oanh & Pham Anh Thuy (2012), ''Vai tro phdt triin dich vuphi tin dung tgi cdc ngdn hdng thuong mai VietNam", Tap chi Phat trign va Hdi nhap, sd 6 (29) - thang 9-10/2012.
[2]. Doan Thi Hdng (2017), Tdi lieu bdi gidng "Nghiep vu Ngdn hdng thuong mai'\ Trudng Dai hgc Kinh te Cdng nghiep Long An.
[3]. Lg Nguygn Anh Dao (2013), Phdt triin dich vu phi tin dung tgi Ngdn hdng TMCP Ngogi thuong Viet Nam Chi nhdnh Dd Ndng, Luan van thac sy, Trudng Dai hgc Da Nlng.
[4]. Ngan hang Ndng nghiep va Phat trign Ndng thdn Viet Nam - chi nhanh Tien Giang, Bdo cdo ket qud hogt dong kinh doanh giai dogn 2014 - 2016.
[5], Nguygn Dang Ddn (2014), Gido trinh "Nghiep vu Ngdn hdng thuong mgi", NXB Kinh tg Thanh phd Hd Chi Minh.
[6]. Nguygn Dang Ddn (2016), Gido trinh "Qudn tri kinh doanh ngdn hdng II", NXB Kinh te Thanh phd Hd Chi Minh.
TAP CHl KINH TE - CONG NGHIEP
NGHIEN c u u - T R A O DOI
[7]. Nguyin Dang Ddn (2017), Gido trinh "Tdi chinh tiin te", NXB Kinh .1 Thanh phd Hd Chl Minh.
[S]. Nguyin Minh Tiln (2012), Gido trinh "Nghiep vu ngdn hdng thuang maT\ NXB Thdng ke.
[9]. Qudc bdi, Ludt cdc to chitc tin dung ndm 2010.
[10]. Thing d i e Ngiin hang Nha nudc Viet Nam, Quyit dinh so 1131/QD-NHNNngdy 30/5/2012 vi viec ban hdnh Ki hoach triin khai thuc Men Quyit dinh 2453/QB-TTg cua Thii tuang Chinh phil phe duyet De dn ddy manh thanh todn khong diing tien mat tai Viet Nam giai dogn 2011-
2015.
[11]. Thing ddc Ngan hang Nha nudc Vie. Nam, Thong tu sd 21/2013/TT-NHNN ngdy 09/9/2013 quy dinh ve mang luai hoat dong ciia ngdn hdng thuang mai.
[Tieng AnhJ
[12]. Brulm, M. (2015), Relationship Marketing: Das Management von Kundenbeziehungen.
Vahlen.
[13]. Leh.inen, U, & Leh.inen, J. R. (1982), Service quality: a study of quality dimensions. Service Management Instimte,
Ngay nhan: 18/6/2018 Ngay duyet dang: 09/9/2019
