xu HUCFNG PHATTRIEN DICHVU NGAN HANG BAN LE CUA CAC NGAN HANG THI/0NG MAI
BOI THt DIEP
Phdt biin djch vu ngdn hdng bdn le la phii hop vdlxu htidng tdt yeu trong hogt dpng cua cdc ngdn hdng thtiang mgi ttong khu vtic, trin thegidi noi chung va cua cdc ngdn hdng thtiang mgi Viet Nam noi rieng. Bdi le, viec mdrgng phuc vu nhdm ddi ttiang Id khdch bang cdc cd nhdn vd cdc doanh nghiep vtia vd nhi gidp ngdn hang da dgng hod san phdm, md rgng thi trtidng, quin ly rdi ro hidi hieu hm nhd do giup ngdn hdng dgt hiiu qua kinh doanh toi tm.
DEVELOPMENT TRENDS OF RETAIL BANKING SERVICES OF COMMERCIAL BANKS
BuiThiDiep
Development of retail banking services is an indispensable trend in the operation of commercial banks in the region, in the world n general and of Vietnamese commercial banks n particular. Because the expansion to serve ndividual customers and small and medium enterprises is to help banks diversify products.
expand markets, manage risks more effectively.
thereby helping banks goods achieve optimal business performance.
Keywords-Banking, retail, commercial banking, risk management
Ngdy nhgn bdi: 17/4/2020 Ngay hodn thien bien tap: 4/5/2020 Ngay duyet ddng: 11/5/2020
Dat van de
Hoat dpng n g a n h a n g ban le (NHBL) luon duoc eoi la mpt hogt d p n g cot loi. Dich vu NHBL co tac d u n g day n h a n h qua trinh Iuan ehuyen ti'en te, tan d u n g ti"gm n a n g to Ion ve von a i a cac thanh ph'an kinh te de cho vay car thign dbi song dan cu', ban clie thanh toan tien mat, gop p h a n tiet kiem chi phi va thcri gian eho ea ngan h a n g va khach hang. Dich vu NHBL giii vai tto quan ttong trong viee m b rgng thi trubng, nang eao n a n g lue canh tianh, tao ngubn von t n m g va dai han ehii dao eho ngan hang, gbp ph'an da d a n g hba hoat d b n g n g a n hang, dem lgi doanh thu
chac chan, it nii ro, da d g n g hba cac san phaim, djeh vu phi ngan hang, tir d o gia tang va p h a t ttien m a n g lubi khaeh h a n g hign tai va tiem n a n g a i a cac n g a n hang thucmg mai (NHTM).
Hien nay, Viet N a m eb khoang tren 95 ttieu dan, la nube dong dan thii 15 tren the gibi. Theo d u bao ciia Bp Cong Thucmg, n a m 2020, ea n u o c se cb khoang 1.500 sieu thi, 180 trung tam t h u o n g mai, 157 trung tam m u a s5m va h o n 1.500 cira h a n g tien lpi... Dan so dong va su phat ttieii n h a n h ehbng ciia hg thong sigu thi, t n m g tam t h u a n g mai, trung t a m m u a sam, cira h a n g tien lgi gbp p h a n d u a thi t r u b n g b a n le tig thanh moi quan tam h a n g d a u ciia mgi DN, trong do CO eac ngan hang. Day la co hgi d e n g a n h a n g co cau lai n g u b n thu, dich chuyen d'au tir t h u dieh v u tin d u n g sang thu dich v u thbng qua phat trien eung iing san pham dieh vu n g a n h a n g tien ich, d a p u n g n h u eau thanh toan cua ngubi dan.
Vai tro cOa phat trien djch vu ngan hang ban Id
Phat trien dieh vu NHBL lam da d a n g h b a cac Ioai hinh dich vu, d a p u n g n h u cau ngay cang eao cua cac ehii the trong xa hgi, thiie day n e n kinh te tang tiirbng, phat ttien ben viing. Dieh vu NHBL d e m Iai su thuan tign, an toan, tiet kigm eho DN va n g u m dan ttong qua tirinh thanh toan va sir d u n g n g u o n thu n h a p ciia minh. Dich vu NHBL la cau noi viing chac giua ngan h a n g va khach h a n g trong hien tgi va tiJong Iai. Mat khac, dich vu NHBL phat ttien tot se keo theo eac Ioai hinh dich vu khac phat ttien theo, tao n e n hg thong cac san p h a m dich vu da dang ho trp tich cue cho nhau
Phat trien dich vu NHBL, gia tang qua trinh l u a n chuyen von, gop p h a n thuc d a y tang t r u i n g , p h i t tne'n ciia n e n kinh te va d a m b a o chii dong hoi n h a
Ifinh te quoc te. D u n g ueii-giac;t
-TAlXHfNH -Th-dngm02ai.i
kinh te quoc te'. Diing tren giac d p k m h te xa hpi, vigc phat ttie'n dich v g NHBL cb tac d u n g d a y n h a n h qua trinh luan chuyen tien te, tan d u n g tiem n a n g to Ibn ve vbn de p h a t tiien kirih te. Dich v u NHBL se lam nit ngan thbi gian giao dich giiia n g a n h a n g va khach hang, lam eho tien te eo the n h a n h c h o n g chuyen tir tay khaeh h a n g den n g a n h a n g va n g u g c lai. Nhirng dong vbn h u y d p n g d u p e se n h a n h e h b n g dugc tai dau t u de phat trien kinh te, giiip cai thign dbi sbng dan eu.
Phat trien djch v u NHBL gbp ph'an thiie d a y chuyen dich co cau kinh te' n g a n h , co eau kinh te' vimg va cae thanh p h a n kinh te theo h u b n g tie'n bg va hign dgi; dong thbi, gbp p h a n ti'ch cue ttong vigc khoi thong nguon von ttong xa hpi p h u e v u rihu cau phat trien kinh tg", tao vige Iam va n a n g eao dbi song ngitbi dan. Cae dich vu NHBL phat trien se tao dieu kign tSt de cae DN nhb va vira ( D N N W ) , eae h p kinh doanh ca the eb dieu kien tiep can vbi n g u o n v o n tin di^g va cac dicii v u NHBL tien tigri khac. Ben canh do, phat ttien dich vu NHBL gbp p h a n q u a n trpng tiong viec thuc day chuye'n dieh co cau kinh te theo huong hien dai, hinh thanh cae n g a n h k m h te mbi cb gia tii gia tang eao, eae k h u vuc, vimg kinh te p h a t trien nang dpng, higu qua, ben viing.
Ngoai ra, dich vu NHBL gbp ph'an thiic day cac D N N W phat trien, tao nen ttnh n a n g dbng, hieu qua trong phat trien logi hinh DN nay. Cac D N N W cb vai tro rat quan ttgng ttong viec p h a t trien kinh te va an sinh xa hpi. Do vay, cac N H T M Ion hien nay tai Viet Nam deu het siic quan tam, d a n h cac n g u o n luc tai chinh, uu tign can bb eb n a n g Igc trrnh do, phat trien cae san pham dieh v u da d a n g nhSm h u b n g tbi doi hrgng khach hang tiem n a n g la eae D N N W .
ThUc trang siir dung djch vu
ngan hang ban le tai Viet Nam
Nhihig nam gan day, eac ngan h a n g deu q u a n t a m va tap trung khai thac thi t r u b n g ban le ngn da dat dupc nhirng ke't qua dang khich lg n h u day m g n h hien dgi hoa cbng nghg ngan hang, p h a t ttig'n cac loai hinh dich vu mcd, da tien ich va da d u p e xa hbi chap n h a n nhu may giao dich t u dpng (ATM), i n t e m e t banking, home banking, PC banking, mobile banking... Cae ninh thiic huy dpng von ngay cang da d a n g va linh hogt hon n h u tie't kigm lai suat bae thang, tiet kiem d g thuang, tiet kiem n i t lai va goc linh hogt, tie't kigm lai suat theo so d u tiet kigm ket h g p bao hiem, tiet kiem S^ gbp, phat h a n h giay tb eb gia, dich vu giri mgt noi-giao dieh tai nhieu nai.
N g u b n von h u y d b n g ciia cac ngan hang tir dan cu d a tang m g n h va chiem 35-40% vbn h u y dpng.
L u g n g kieu hoi chuyg'n qua cae ngan hang ngay eang tang (nam 2007 dat khoang 6,5 ty USD), gbp p h a n tgo n g u b n ngoai te d a n g ke eho eae ngan hang va tang t h u n h a p hi' phi thanh toan. Cac hinh thiic cho vay cung d u g c m b rbng hon: cho vay mua nha, m u a xe b to, du hoe, chiing minh tai chinh, cho vay can bp cbng n h a n vien, thau d i i . . . tao dieu kien eai thien dbi sbng n h a n dan khi tieh luy ehua dii. Cac NHTM da cb n h i i n g cai thign dang ke ve nang luc tai ehinh, cbng nghg, q u a n tii di'eu hanh, eo cau to chiic va mang lubi kgnh p h a n phoi, hg thong san p h a m dich vu. Nhieu loai h i n h dich vu NHBL da d u g c tiien khai thue hign n h u dich vu tai khoan, see, the, quan ly tai san, tin d u n g , c'am co.
Ben eanh nhirng ket qua dat duge, djeh vu NHBL ciia cae N H T M Viet N a m cbn nhieu bat cap, db la cac n g a n h a n g chua xay d u n g dugc p h u a n g an phat trien dich v u NHBL mgt each dong bg va hieu qua. Cac san p h a m dich vg NHBL ehua phong phii, chua dap iing d u g c n h u cau eua khaeh hang. Cae dich vu NHBL hign dai d u g c trien khai eham, dieh vg thanh toan the ebn hgn ehe ve p h a m vi sir d u n g va ehua phat tiien sau rpng trong dai bo phan cong chiing, dich vu i n t e m e t banking mbi dimg lgi chii yeu b m u c truy v a n thbng tin, ehua cho phep thgc hign thanh toan, cac cbng eg thanh toan khbng dimg tien mat n h u sec ca n h a n gan n h u khong dugc sir dgng, tien ieh thanh toan the cbn han ehe...
Djnh hUcrng giSi phap phat trien ngan hang ban 1^ trong xu the mdi
Mgt id, xay d u n g mo hinh kinh doanh lay khach h a n g lam ttung tam theo m b hinh kinh doanh truyen thong, n g a n hang nen de m a n g den cho khach hang eae san p h a m dieh vu dich vu NHBL ma ngan hang cb de khach h a n g Iua chon. Theo mo hinh lay khach h a n g Iam t m n g tam, moi khach hang la mgt doi tuong nghien ciiu, ngan h a n g c'an dau t u vao vige phan tich khaeh hang, nam d u g c tiem nang gia tij o i a khach hang, m b hinh ehi tigu, dau t u va kinh doanh de dua ra eae de nghi diing vol muc tieu ciia khach hang. Ben cgnh do, n g a n hang can chu trpng vige tao ra cae tiai nghiem tot h o n eho khach hang de nang cao su hai long, d i n den long tiung thanh va h u b n g den mgc tieu dat d u g c doanh thu cao hon tir mbt dbi tii'ong eg the.
Hai la, p h a t trien m a n g lubi, gia tang su thuan tign va tien ich cho khach hang, trong db, ehii ttong
phat tiien mgng lubi eiing va m a n g lubi m e m . Cu the, dbi vbi m a n g lubi eung: Khaeh h a n g sir d u n g dich vu ngan h a n g ban le, s u t h u a n tign luon la mbt yeu to d u g c d e eao. Trong db, s u thuan tign ve vi tri dia ly, khoang each va thbi gian tiep can. Do vay, viec khong n g i m g phat tiien cae diem giao dieh mbi n h u ehi nhanh, p h b n g giao dicii, diem lien doanh lien ke't, diem giao dich n g a n h a n g t u d g n g . . . Ia rat can thiet de gia tang su tien lgi eho khach h a n g sir d u n g dich vu. Phat tnen mgng lubi m'em: La cac p h u o n g thiic giao dich d u o c tao ra ma khbng c'an dg'n cac diem giao dich chinh thiie n h u hg thong cae diem chap n h g n dich vg (sieu thi, n h a hang...) va cae p h u o n g thiic thuc hign dieh vu thong qua eac hinh thiie khac n h a u n h u web, app, cac dbi tae ban cheg dich vu n h u grab, now.vn, foody...
Ben canh nhOng ket qui dat dUtfc, djch vu ngan hang ban M cua cac ngan hang thUtfng mai Vi@t Nam cdn nhieu bat cip, do la cac n g i n hang chua xay dOng dUdc phurang an phat trien djch vu ngan h^ng ban \k mot each ddng bo va hieu quS. Cac Scin p h l m dich vu ngan h^ng ban \6 chi/a phong phu, chua d^p Ung dUtfc nhu cSu cua khach h^ng.
Ba Id, phat tnen he thong cbng nghg thbng tin hign dai. Mgt hg thong ngan h a n g loi (Core banking system - CBS) tbt la nen tang eong nghe thbng tin de khach hang eb the thao tac mgi dich vu mpt each chinh xac, thuan Hen, n h a n h va tbt nhat. He thbng CBS tot cung giup cho ngan hang, nhan vien, doi tae eb the phat trieii cac san p h a m dich vg va cac tign ich tot nhat eung n h u h u b n g den m u e tieu quan tri higu qua. D u a tren hg thbng CBS hien dai va higu qua, n g a n h a n g can phat tiien eae tign ieh ve cbng nghg de nhSm gia tang su thuan tien cho khach hang, dae bigt la cac iing d u n g sir d u n g tren dign thogi thong minh.
Bd'n Id, da dang hba san pham dicii vg ngan hang cho eae dbi t u p n g khach hang. Vbi mb hinh lay khach h a n g lam trung tam, ngan hang can xay d u n g cac san p h a m dich vu chuyen bigt d a n h eho timg n h b m dbi t u o n g cu the. Doi vbi cae doi tupng khach hang eb tiem nang, miic dp ehuyen biet hba eang d u g c yeu cau b miic cao nhat. Ben canh db, can co cac san p h a m d u g e thiet ke dgc thu cho 1 hoac 1 so it doi tucmg c\i the, nhiing khach hang eb miie dg anh h u b n g eao den higu qua hoat dbng eiia n g a n hang.
Ndm la, xay d u n g quy trinh chuan va dbng nhat.
Dae thil cua dich vg ban le la cb so l u p n g Ibn doi t u g n g khaeh hang cb cimg 1 dgc diein. De n a n g cao
higu qua cung cap dieh vu va p h g e •vg cong tac quaii tii, viee xay d g n g quy trinh dich v g b a n can h u a n g den m u c tieu n g a n ggn, minh bach, d o n gian.
Sdu Id, tang c u b n g d a o tao n a n g eao trinh d p chuyen m b n va chat l u p n g dich vu. De cung cap d e n khach h a n g cae dich vu NHBL tot nhat, cbng tac dao tag n h a n vien n g a n h a n g can chii ttpng den: San p h a m dieh vu va q u y trinh nghiep vu; Ky luat nghigp v u va n a n g lge q u a n ly cbng vigc; Cac ky n a n g m e m trong cbng vigc; Ky n a n g cham sbc khach hang, p h a n tieh, t u van va xay d u n g chien luge dich vu.
Bdy la, xay d u n g hg sinh thai da t u o n g tae. Vbi xu the p h a t tiie'n cua vigc iing d u n g cbng n g h g thong tin vao cupc song, ttao l u u sii d g n g dien thoai thbng minh, s u p h a t tiien a i a h o a t d g n g kinh d o a n h true tuyen, ket h g p vbi viec eo mot so l u p n g khaeh hang Ibn, NHBL c'an h u b n g den m u c tieu xay d u n g mgt hg sinh thai d a t u o n g tac d e gia tang chat l u p n g dich vu va s u Iua chgn cho khach hang, eiing n h u p h a t tiien hgat d p n g k i n h d o a n h va b a n cheo san p h a m . Cac m u e tieu can h u b n g d e n bao gbm: Xay d u n g cac tien ich va i m g d g n g sir d u n g dich v g a i a n g a n h a n g va cac doi tac Hen ket, dac bigt trong viec t h a n h toan cac dich vu n g a n h a n g va cac dich v u thiet yeu ttong cube sbng n h u dien, n u b e , vien t h b n g . . . Lien ket vbi eac dbi tae cung cap dich v u cbng nghg n h u grab, now.
vn... de eung cap tien ieh eho khaeh hang, b a n cheo san p h a m va p h a t trien khach h a n g mbi...
Tdm la, khbng n g i m g db'i mbi sang tao. Doi mbi la yeu to q u a n ttpng n h a t thiic day tang t r u b n g tiong hoat d p n g eung cap dich vu NHBL. N g a n h a n g can xay d u n g ehinh sach k h u y e n k h i c h va hg thong nghien a i u va phat tiien san p h a m dich v g mbi, phat minh mbi, cai tien n a n g eao chat l u p n g va hieu qua de' khong n g i m g m a n g den nhirng trai nghigm tot hon cho khach h a n g va n a n g cao higu qua hogt dpng. V Tai lieu tham khdo:
/. Phan lhi Thu Hd (2013). Ngdn hdng thifdng mai, NXB Bai hoc Kinh tequoc ddn;
I To Khdnh Todn (2014), Phdt tnen dicb vu ngdn hdng bdn li tai Ngdn bang thuong mai Co phdn Cong thuang Viet Nam. Luon dn Tien sy Hgc vien Hdnh chinh Oudc gia;
3. Nguyen Thi Hien. Bo Thi Bich Hdng (2017), Tac dgng cua cdch mang cdng ngbidp Idn thd 4 tdi iinh vUc tai chinh - ngdn bdng, Tap chi Tdi chinh • 4. https://babuki.vn/quy-mo-tht-tniong-ban-le-sap-diom-nguong-179-ty-usd/.
Thong tin tac gi^:
Bill Thi Biep Trtidng Bgi hoc Van Lang Email: buithidiepi^vanlanguni.edu.vn
94
