TAI C H I N H VT MO
[So'04 (189)^^2011)
PHAT TRIEN D P VU
CUA NGAN HANG THI/ONG MAI HIEN NAY
TS. Pham Thai Ha*
Trong nhO-ng nim gan diy, chinh sich cua Vipt Nam di (90 dieu kipn vi mdi trw&ng thu$n ion cho ho?t dpng dich vu ngin hing phit trien nhim dip Ong nhu cau ngiy cing da d^ng, phong phu c6a ngu^
SUP dung. V&i boi cinh dd, dich vu ngin hing di cd nhirng chuyen bien tich cyv ve so Iwgvig vi chat Iwgng, dip wng ngiy cang tot hem nhu cau sin xuat, tiSu diing vi d&i song xi hpi, gdp phan thdc day ting trw&ng kinh t4 vi chuy4n djch ca cau kinh te theo hw&ng CNH • HDH, hpi nh^p kinh t4 toin cau, tuy nhien van cdn nhO-ng han ch4 nhat djnh, bii vi4t se lim rd hon ve nhiPng ton tai vi dwa ra mpt vii giii phap cho van die niy.
• TlJ' khba, ng^n hing thuxyng mai, cdng ngh$ thdng tin, phit trl4n dich vy,
In recent years, Vietnam's policy has created favorable conditions and environment for developing banking services to meet the increasingly diverse and needs of users. With that context, banking sen/Ices have made positive changes in quantity and quality, meeting the demand of production, consumption and social life, contributing to boosting economic growth in the direction of industnalization and modernization, global economic integration.
However, there are still certain limitations, the article will clarify the problems and give some solutions to the this problem.
• Keywords: commercial banks, information technology, service development
Ngiy nhin bii: 1/3/2019 Ngay chuyin phan bipn: 11/3/2019 Ngay nhin phin bi$n. 15/3/2019 Ngay chip nhin ding: 19/3/2019
1. Mgt so ton tai va han ehe
Thii- nhdt, vl irng dung cdng nghe thdng tin, cdc NHTM mac dii dd ddu tu kha nhieu vao cdng nghe, tuy nhien vdn cdn han che, chiem ty trgng thdp trong ddu tu phdt trien. Viec trien khai cdc irng dung cdng nghe mdi gap khd khdn trong viec gia tang Igi ich san phdm. Cac phan mem sir dung phuc vu cho boat ddng thudng hay bi ldi (treo may, rdt mang...), he thdng bao cao phuc vu cho
eong tac quan tri dieu hanh, cdng tac kinh doanh chua thuc su dap ung dugc yeu cau.
Thu hai, cac dieh vu ngan hang hien dai mang lai tien I'eh cho khach hang nhung vdn cdn tiem dn nhieu nguy co riii ro. Mac dii cdc NHTM dd tap trung dau tu vao he thdng an ninh mang nhdm han che rui ro trong cac giao dich dien tir, cac dich vu ngdn hang hien dai, tuy nhien he thdng an ninh mang ehua thue su ngan chdn cd hieu qud dugc cac nguy ca nii ro. Mat khde, khi cd su cd xdy ra, cd biet cd chi nhanh ngdn hang chua sdn sdng nhdn trdch nhiem thudc ve minh, ldm dnh hudng den uy tin ciia cd he thdng.
Thir ba, cdng tac chdm sdc khdch hdng cua phdn ldn cac NHTM hien nay chua dugc chii trgng dimg miic. Ngoai viec cung cdp cac sdn phdm djch vu phii hgp vdi nhu cau thi cac NHTM hien nay chua thuc su chii trgng tdi cdng tae chdm sdc khach hdng sau ban hang. Viec cham sdc khach hang cua cdc ngan hang cdn chua thuc su phil hgp vdi timg doi tugng khdch hdng, chua tim hieu cu the nhu cau, sd thich, mong mudn cua cac ddi tugng khach hang khac nhau de cd cdng tac chdm sdc khac nhau.
77iH'/M', chinh sach gid cd ciia san pham dich vu chua thuc su hgp ly. Mac dii hien nay cdc NHTM kha iinh hoat va hgp ly vdi muc tieu khuyin khich khach hdng sir dung dich vu ngdn hang, tuy nhien each thiic xac djnh gia ca ciia ngan hdng hien nay phan Idn dua tren ddi thii eanh tranh hoac theo eac quy dinh ciia Nha nudc chua phdi tren gid
* Vdn phong Chinh phu
18> Tap chi nghien ciifu Tai chinh k e toan
fSo 04 (189)-2019)
TAI CHINH VT MO tri thuc t l cua san phdm dich vu cung cdp... nen
trong mgt sd trudng hgp gia ban san phdm chua thuc su hgp ly khien khdch hdng cdm thdy chua thuc su hdi long.
Thit nam, nang luc va thai do ddi ngu nhdn vien chua thuc su chuyen nghiep.
Nhdn vien ddi khi chua nam vtrng kiln thiic vl chinh sach sdn phdm de tu vdn chinh xac cho khach hdng. Khi ngdn hang ban hanh nhung chuong trinh chinh sach sdn phdm mdi hodc ddi vdi nhirng nghiep vu cd thii tuc kha phirc tap nhan vien ddi khi chua tan tinh thdng bdo va hudng din cho khach hang.
ThU-sdu, quy trinh thu tuc ciia cac ngan hang van cdn rudm ra va phiic tap gdy mat nhieu thdi gian va phien ha cho khach hang. De hoan tdt mdt giao dich khdch hang phai dien nhieu thdng tin Cling nhu ky kha nhieu chir ky, nhu ddi vdi mdt lan thuc hien giao djch khdch hang phai ky tren bang ke thu chi tien, tren chirng tir thu chi, ky tren gidy de nghi thuc hien giao dich... Khi phat sinh xir ly cdc vdn de ciia khach hang, ddi khi cdn thdng qua nhieu cap bac tir nhdn vien den lanh dao phong giao dich, lanh dao chi nhdnh, hdi sd nen mdt nhieu thdi gian giai quyet vdn de cho khach hang ldm mdt thdi gian ciia khdch hdng.
2. Giai phap phat trien dich vu ngan hang hien nay
Doi v&i cdc ngdn hdng thuffng mai Mpt id, hien dai hda cdng nghe ngan hang.
Trong do, bao gdm trudc tien Id hien dai hda dong bd ha tang ky thudt cdng nghe tren pham vi toan he thdng ngdn hang. Sd lugng cung nhu chat lugng cac djch vu ciia mdt ngdn hang phu thudc khdng it vdo yeu td cdng nghe kinh doanh ciia ngan hang dd.
Hai la, hodn thien va chudn hda quy trinh tdc nghiep va qudn ly nghiep vu theo hudng tu ddng hoa. Trong nhimg nam qua, mac dii cac NHTM da ddu tu mdt ngudn luc khdng nhd nham hien dai hda cdng nghe ngan hang bang viec dp dung va nang cap phdn mim ngan hdng. Tren ca sd phan mim ngdn hdng Idi, cac NHTM can nghien ciiu, xay dung nhung phan he phan mem quan ly dtr lieu khdch hang cho cac gdi sdn phdm cua minh, ddc biet la cac san phdm ca nhan. Bdi, moi san phdm ngdn hang phdt trien thudng theo
hudng quy djnh kha cu thi, chi tilt theo cac tieu thiic khdch hdng khac nhau, viec qudn ly khach hang se chinh xac va hieu qua ban nlu dugc tu ddng boa bdng he thdng phdn mim.
Ba Id, nang cao hieu qua ciia boat ddng marketing nhdm qudng ba va gidi thieu cac san phdm djch vu ngan hang. Khd ndng phat triln dich vu ciia ngdn hang cd sir ddng gdp khdng the thieu ciia hoat ddng marketing, dac biet ddi vdi mdt so ngan hang cd thdi gian boat ddng tren thi trudng ehua Idu. Nhthig san phdm djch vu lan dau dua vao danh muc kinh doanh ciia ngdn hdng, neu khdng cd ho^t ddng marketing thi khach hang se khdng biet den san pham do cimg vdi tien ich eua nd. Chinh vi vdy, cdn nang cao hieu qud ciia boat ddng marketing nhdm quang ba va gidi thieu cdc sdn pham dich vu ngdn hdng.
Bon Id, dao tao ngudn nhdn lire cd chdt lugng, dap ung yeu cau trong giai doan mdi. Ciing vdi nhdn thiic ve vai trd ciia ngudn nhan lire nhu Id mdt tai san quy nhdt ciia ngan hang, nhtmg nam qua nhieu ngan hdng da cd nhtrng chinh sach nhdn su nhdt djnh trong viec tuyen dung, dao tao cdc cdn bd quan ly va nhan vien mdi nhdm dap img ddi hdi ve tang trudng va phat trien.
Doi v&i Chinh phu
Thu nhdt, can hodn thien he thdng phap luat ndi chung, he thong phdp ludt ve ngan hang - tdi chinh ndi rieng dl tao hanh lang phdp ly day du, minh bach, ro rang phii hgp vdi yeu cdu hdi nhdp qudc tl, ddng thdi tao mdi trudng kinh doanh dn djnh, lanh manh. Hoat dgng trong nen kinh tl thj trudng van hdnh theo dinh hudng xd hdi chii nghTa, cdc NHTM d Viet Nam dd va dang dugc kilm soat va tudn thii theo nhiing chinh sdch quan ly nhat qudn ciia Nhd nudc.
Thir hai, hoan thien ca chl quan ly ngoai hoi theo hudng tu do hda cac giao djch vang lai va kilm soat cd chgn lgc cac giao dich vl von. Tu do hda boat ddng ngoai hdi la qua trinh da bd dan cac han chl dp dung cho cac giao djch ngoai hdi dugc phep ma ehii yeu Id eac giao dich lien quan din thanh toan xudt, nhdp khau va chi tra dich vu gitfa nudc ta vdi nudc ngodi, viec td chirc va^ed nhan mua, chuyin ngoai te vdo ra khdi lanh thd...
Da den liic Chinh phu cdn cd quy dinh "md" han v l thi trudng ngoai hoi nhdm tao tinh luu thdng han nua giua thi trudng von ciia Viet Nam vdi thi gidi, gdp phan giam dp luc tdng ty gid, cung
Tap chi nghien ciifu Tai chinh ke toan <^
TAI CHINH VI MO
nhu thu hiit ngudn luc ve vdn cho phat trien kinh te. Ben canh do, mdt ca chl ty gia linh hoat, cd su dilu tilt ciia Nha nudc cung la dieu cdn hudng tdi trong thi trudng ngoai hdi theo hudng md cOra, chudn hod theo thdng le qudc te.
Thuba, Chinh phii can thuc thi cdc bien phdp ddng bd de thuc hien chuang trinh ban che tien mat trong luu thdng gdp phan lam minh bach vd ldnh manh hda nen kinh tl. Trong nhthig nam qua, cdc ngan hang da cd nhieu nd lire trong viec cung cdp cac sdn phdm - djch vu thanh toan hien dai giiip ngudi dan tiep can vdi cac phuang thiic thanh todn khdng diing tien mat. Tuy nhien, do thi trudng dich vu ngdn hang ban le phat trien chua hoan chinh, thdi quen thanh todn bdng tien mat trong mua sdm ciia ngudi ddn dd idm han che su- phat trien cdc phucmg thirc thanh toan tien tien nhu thanh toan bdng the dien tii, thanh todn qua Internet, thanh toan bdng sec... Cdn thieu sir lien ket giii'a cac nha cung cdp dich vu nhu dien lire, vien thdng, cdp nudc... vdi ngdn hang trong viec thiic day khdch hang su dung phuang tien thanh toan hien dai. Nhieu loai hinh dich vu thdng dung phd bien trong xa hdi md ngudi ddn cd nhu cau phdt sinh thudng xuyen nhu he thdng sieu thi, cira hang, khach san, nhd hang chua sdn sang hgp tac vdi ngan hang ve thanh toan the.
Trong thdi gian tdi Chinh phii cdn ban hdnh them cac quy djnh khuyen khich hoat ddng thanh todn khdng diing tiln mat nhu: ap dung tra luang qua tdi khoan cho 100% can bd vien churc nha nudc; cd chinh sach hd trg thich hgp de cde ngan hang cd the dieu chinh gidm miic phi giao dich, tu- dd khuyen khich khdch hang sir dung thanh toan khdng dimg tien mat; va md rdng pham vi thanh toan cua he thdng thanh todn lien ngan hang keo dai thdi gian thanh toan, ddng thdi phai sdm hinh thanh trung tdm chuyin mach qudc gia. Chinh phil ciing nganh ngan hdng phai day manh thuc hien eac chinh sach tuyen truyin vl cac phuong tien thanh toan khdng diing tiln tnat va cac tien ich trong thanh toan khdng diing tiln mat din mgi ngudi ddn dl mgi ngudi biet va co the sir dung.
Dilu ndy se cd tac dung ldn trong viec khdng diing tiln mat thanh toan, ndng cao y thirc ciia ngudi dan v l viec sir dung djch vu ngan hdng hien dai, ddn xda bd thdi quen sir dung tien mdt yd phan nao gdp phdn thiic ddy nln kinh t l phat trien.
Thu tu, tap trung gidi quyet hdng tdn kho cho nln kinh tl. Ngxdu khdng phdi la "cue mdu ddng" lam can trd sir phdt trien ciia nen kinh te, ma hdng ton kho mdi chinh la "cue mdu ddng", hdng tdn kho dugc giai phdng thi ng xdu ciia ngan hang duang nhien se giam bdt. Vi vay, trong giai doan hi?n nay, d l thao go khd khdn cho doanh nghiep, d l nghi Nhd nudc cd cdc gidi phap tap trung gidi quylt hdng tdn kho ciia doanh nghiep, thdng qua ddy manh han niia cdc chuang trinh kich cdu tieu diing de kich,thich doanh nghiep sdn xuat kinh doanh. Dong thdi, de nghj Nhd nudc xem xet tiep tuc gia han thdi gian nop thul VAT va giam thue thu nhap cho doanh nghiep. Mdt trong nhijng nguyen nhdn nhieu doanh nghiep chua tiep can dugc cac gdi hd trg vdi ldi suat thdp ciia cdc ngdn hdng thdi gian qua la do cac khoan ng qud ban cua doanh nghiep tai ngan hang. Vi vay, d l gidi quyet nhanh vdn de ng xau hien nay, qua do giiip doanh nghiep tiep can dugc vdn ngdn hang, de nghj Nhd nudc: (i) Sdm thanh lap cdng ty mua bdn ng xau quoc gia;
(ii) Cd chinh sach xii ly nhanh cdc khodn ng xau cua NHTM va doanh nghiep nha nudc do thuc hien chinh sach ciia Nba nudc.
Doi v&i Ngdn hdng Nhd nu&c
Thic nhat, hodn thien hanh lang phap ly theo hudng phil hgp vdi yeu cdu hgi nhap kinh t l qudc te nham tang cudng hieu qua quan iy ciia Nha nudc. NHNN can tilp tuc hoan thien Luat Ngdn hdng Nha nudc, Ludt Cac td chiic tin dung, cu the: Tien hanh ra soat, bd sung, sira ddi mdt sd quy dinh, ehinh sdch va van ban cho phii hgp vdi Id trinh thuc hien cdc cam kit qudc te vl ITnh vuc tien te, ngan hdng, ma trudc hit Id thuc hien Hiep dinh thuang mai Viet Nam - Hoa Ky, cac cam ket cai each va md ciia thj trudng khi gia nhap Td chirc thuang mai thi gidi - WTO. NHNN vdi vai trd Id ca quan chii quan, qudn ly hoat ddng ciia cdc td chuc tin dung can xdy dung mgt ca che phdi hgp vdi cac Bd, ngdnh trong dilu hanh ehinh sach tien te, ty gia, lai sudt hay chinh sach dau tu cdng ciia Chinh phii... Ngoai ra, NHNN cung cdn sdm phdi hgp vdi cac co auan hiru quan de trinh Chinh phii, Quoc hdi sira ddi va ban hdnh cac chinh sdch lien quan den giao dich dien tir nhu chung tir dien tu, chii' ky dien tir, bao mat, an todn, xac nhan chti' ky dien tir... de cd co sd trien khai cac djch vu mdi, gdp phdn nang cao hieu qud sii dung cdng nghe ngan hang hien dai. Ben
! ^ T^p chi nghien ciifu Tai chinh ke toan
( So 04 (189)-2019)
TAI CHINH VI MO canh dd, han chl su bao hg, bao cap cua nha nudc
trong ITnh vuc tien te, tin dung nhdm tao lap mdi trudng kinh doanh binh dang, nang cao siic canh tranh ciia cdc doanh nghiep trong dieu kien hdi nhdp va tur do hda thucmg mai.
Thie hai, Ngan hang Nha nude can md rgng han nu'a cac hoat dgng hgp tac qudc te, tao tiln de cho sir hgp tac ciia cac ngdn hang thuong mai.
NHNN cdn thi hien tdt hon vai trd cua don vi quan ly he thdng tai chinh ciia mdt qudc gia, cdn chil dpng ddy manh hgp tdc vdi cdc dinh che tai chinh quoc te nhdm quang bd hinh anh ngdn hang trong nudc. Ddng thdi, NHNN cung cdn tham gia tich cue vao cdc hiep udc, thda thudn qudc tl ve thanh tra, gidm sdt hoat ddng ngdn hangde dam bao su an toan vd minh bach ciia he thdng tai chinh.
Ngodi ra, NHNN can de ra nhiing chinh sach h6 trg, khuyin khich mdt each hgp ly de cac td chirc tai chinh trong nudc manh dan md rdng hoat dong ra thj trudng nudc ngoai va tan dung dugc ngudn von, cdng nghe tir cac nudc va cac td chirc qudc tl, trao doi thdng tin ve ITnh vuc ngan hang, dac biet vl dao tao, phd bien kien thuc va kinh nghiem hdi nhdp cho nhtrng cdn bd cua NHNN va mgt sd NHTM, tranh thu su ho trg ky thuat, cong nghe thanh tra, giam sat tien tien.
Thu ba, Ngan hang Nha nudc cdn ndng cao nang lire trong viee dieu hanh chinh sdch tien te. Nhirng biln ddng vl kinh t l ngay cdng cd xu hudng dien ra thudng xuyen va khd tien lugng, chinh vi vdy, hoat ddng dilu hdnh cac chinh sach tien te cua NHNN cdn linh boat va chii ddng hon, ddng thdi cung cdn dam bao tinh chinh xdc va cong khai, trdnh su lung tiing bi ddng trong hoat dgng ciia cac ngdn hang thuang mai. Viec dieu hanh thj trudng tiln te ciia NHNN cting cdn cd sir thdng nhdt, phoi hgp vdi cac Bd, nganh trong dieu hanh.
Thi tu, Ngan hang Nhd nudc can hoan thien CO chl nhdm nang cao hieu qua hoat ddng ciia thi trudng md. Nghiep vu thi trudng md Id ITnh vuc hoat ddng ngdn hang cdn kha mdi tai Viet Nam nhdm dap ung yeu cau ddi mdi cua nen kinh te, chuyin ddn tir sir dung cdng cu tien te trirc tiep sang sir dung cdng cu gidn tiep, giiip cac td chirc tin dung dam bao kha nang thanh todn nhanh ehong, kjp thdi. Thj trudng md Id nai Ngdn hang Nha nudc thuc hien viec mua ban ngan han dudi
1 nam cac giay td cd gia tri nhu tin phieu, trai phieu kho b^c vdi cac td chirc tin dung. Day la thi trudng tien te thii edp, nhdm dam bdo ho trg khd ndng thanh toan cho cae td chiic tin dung vd dilu tilt thi trudng tiln te theo chinh sdch hang ndm. Nghiep vu thi trudng md da trd thdnh kenh chu yeu de NHNN bam tiln vdo nen kinh tl va riit tien khdi luu thdng, gdp phdn quan trgng dilu hod vdn khd dung ciia cdc ngdn hang thuang mai, tao ngudn vdn cho NHTM dl phdt triln cdc san pham djch vu.
Thirndm,'Ngan hdng Nhd nudc can day manh ddu tu vao cdng nghe va ngudn nhdn lire de co che van hdnh ciia he thdng thanh toan dien tir lien ngdn hang dugc thuc hien thdng sudt. He thdng thanh todn lien ngan hang dugc ket ndi true tuyen tir chi nhanh ciia cac td chirc tin dung vdi cdc trung tdm xii ly khu vuc de thuc hien nhimg djch vu thanh todn dien tir ttie thdi thdng qua mdt bg tdi khoan quyet toan duy nhdt md tai NHNN. He thdng thanh toan dien tir se gdp phdn tang tdc do xir ly giao dich, dap ling yeu cdu thanh toan nhanh chdng, an toan, tin cdy. Do vay, NHNN hodn thien he thdng thanh todn dien tii nay de giiip cho cac NHTM gidm dugc thdi gian chuyen tiln cho khdch hang, gdp phan gia tdng he sd tao tiln, tang vdn khd dung cho ngan hdng thuong mai, cdc khach hang sir dung dich vu.
Thu sdu, lien quan din hoat ddng the va hoat ddng ngoai hdi. Dh nghi NHNN sdm chophep cdc NHTM cd nhu cau lap dat, chuyin ddi dia dilm dat may ATM chi can thdng bao cho NHNN tren dia ban bilt, ma khdng cdn phai lam thii tuc xin phep nhu quy dinh hien hanh. Hien nay, ngudi dan tren dia ban chii ylu su dung the ATM de rut tiln mat, vi vdy, dl ban che thanh toan bang tien mat, khuyin Idiich ngudi dan thanh todn khdng dimg tiln mat theo dinh hudng ciia Chinh phii va NHNN, di nghj NHNN cho phep cdc NHTM dugc thu phi rut tiln ATM ndi mang. Ngodi ra, de nghi NHNN sdm ban hdnh van bdn hudng dan Phap lenh ngoai hdi va Nghj dinh 160 lien quan din thu ddi ngoai te, chi tra ngoai te, vay tra ng nudc ngoai... dl cac TCTD cd co sd thuc hien.
Tai li$u tham khao:
Bdo cdo Ihuong nien cua NHNN cdc nam 2015. 2016, 2017.
Trdn Thi Thanh Thuy (2018) "Chk lupng djch vu cm cdc ngdn hdng thucmg mgi Vi?l Nam -. Lugn dn Tten si kmh te.
T a p chi nghien cCfu Tai chinh ke toan