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Developing non-credit services at Joint Stock Commercial Bank for Investment and Development of Vietnam, Son Tay branch - 1


ACKNOWLEDGEMENTS


First of all, I would like to sincerely thank the enthusiastic guidance and instruction of my teacher, Dr. Nguyen Thi Thuy, during the time I was writing my master's thesis in business and management. In addition, I would like to thank all the teachers in the Faculty of Economics and Management - Thang Long University as well as the school's Board of Directors for creating the best conditions for me to complete this thesis.

I would also like to sincerely thank the staff at the Joint Stock Commercial Bank for Investment and Development of Vietnam, Son Tay Branch in general and the staff at the bank's Trung Son Tram Transaction Office in particular for their enthusiastic help during the time I was writing this thesis.

Due to limitations in knowledge and practical experience, the thesis is unlikely to avoid mistakes. I look forward to receiving contributions and guidance from teachers and students to improve the thesis.

Thank you very much!


Students


Phan Thi Thuy Duong

COMMITMENT


I hereby declare that this Master of Business and Management thesis is my own work with the support of my supervisor and does not copy the research work of others. The secondary information data used in the thesis is clearly sourced and cited.

I take full responsibility for this statement!


Students


Phan Thi Thuy Duong


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INDEX


Cover page Acknowledgements Commitment Table of contents

List of abbreviations

List of tables, charts, diagrams

INTRODUCTION 1

CHAPTER 1: BASIC ISSUES ON DEVELOPMENT OF NON-CREDIT SERVICES OF COMMERCIAL BANKS 3

1.1 Theoretical basis of non-credit services of commercial banks 3

1.1.1 Service 3

1.1.1.1 Concept 3

1.1.1.2 General service attributes 3

1.1.2 Commercial bank services 4

1.1.2.1 Concept of commercial bank services 4

1.1.2.2 Characteristics of commercial bank services 5

1.2.2.3 Classification of commercial bank services 6

1.1.2.4 The role of banking services in a market economy. 9

1.1.3 Non-credit services of commercial banks 12

1.1.3.1 Basis for the formation of non-credit services of commercial banks 12

1.1.3.2 Concept 13

1.1.3.3 Characteristics of non-credit services 14

1.3.3.4 Types of non-credit services of commercial banks 15

1.2 Development of non-credit services of commercial banks 20

1.2.1 Viewpoints on the development of non-credit services of commercial banks 20

1.2.2 The role of developing non-credit services of commercial banks 21

1.2.2.1 For customers 22

1.2.2.2 For commercial banks 22

1.2.2.3 For the socio-economic background 23

1.2.3 Indicators for evaluating the development of non-credit services of commercial banks 24

1.2.3.1 Qualitative indicators 24

1.2.3.2 Quantitative indicators 26

1.3 Factors affecting the development of non-credit services of commercial banks 28

1.3.1 Uncontrollable factors 28

1.3.2 Controllable factors 32

1.4 Experience in developing non-credit services of some foreign commercial banks and lessons for Vietnamese commercial banks 36

1.4.1. HSBC's experience 36

1.4.2. Standard Chartered's experience 38

1.4.3 Lessons for Vietnamese commercial banks 40

Chapter 1 Conclusion 41

CHAPTER 2: CURRENT STATUS OF NON-CREDIT SERVICE DEVELOPMENT AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT, SON TAY BRANCH 42

2.1 Overview of Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay Branch 42

2.1.1 Formation and development process 42

2.1.2 Organizational structure 44

2.1.3 Functions and tasks of departments in the organizational structure 47

2.1.4 Business performance of Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay Branch 48

2.1.4.1 Capital mobilization activities 48

2.1.4.2 Capital use activities (mainly lending) 50

2.2 Current status of non-credit service development at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay Branch 56

2.2.1 Opportunities and challenges in developing non-credit services of Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay Branch 56

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2.2.1.1 Opportunities to develop non-credit services of Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay branch

................................................................................................................ 56

2.2.2 Current status of non-credit services at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay branch 60

2.2.2.1. Payment services 60

2.2.2.2. Trade finance services 62

2.2.2.3. Foreign exchange trading 65

2.2.2.4. Guarantee services 67

2.2.2.5. Card services 69

2.2.2.6. Payroll service via account, deposit account overdraft service, POS service 72

2.2.2.7. Some other services 73

2.2.3 Current status of non-credit service development at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay branch 74

2.2.3.1 Qualitative indicators 74

2.2.3.2 Quantitative indicators 81

2.3 Assessment of the current status of non-credit service development at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay Branch 91

2.3.1 Achievements 91

2.3.2 Limitations and causes 93

2.3.2.1. Limitations 93

Chapter 2 Conclusion 102

CHAPTER 3: SOLUTIONS TO DEVELOP NON-CREDIT SERVICES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT, SON TAY BRANCH 103

3.1 Orientation and development of non-credit services at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay 103 branch

3.1.1 Orientation for developing non-credit services at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay branch until 2020 103

3.1.2 Objectives for developing non-credit services at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay branch by 2020 103

3.2 Solutions for developing non-credit services at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay 105 branch

3.2.1. Improve competitiveness, build reasonable service development policies 105

3.2.2. Investing in technological equipment and applying modern technology

into banking products and services 106

3.2.3. Building development strategies for each specific stage 107

3.2.4. Improve business processes, enhance the quality of non-credit services 108

3.2.4.1. Payment services 108

3.2.4.2. Trade finance services 109

3.2.4.3. Foreign exchange business services 109

3.2.4.4. Guarantee service 110

3.2.4.5. Western Union remittance payment service 111

3.2.4.6. Some other services 111

3.2.5. Promoting the application of marketing in the banking business sector 113

3.3 Some recommendations 114

3.3.1 Recommendations to the Government 114

3.3.2 Recommendations to the State Bank 119

3.3.3 Recommendations for Banking Association 119

Chapter 3 Conclusion 120

CONCLUSION 121

LIST OF REFERENCES 122


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LIST OF ABBREVIATIONS

CSTT: Monetary policy

Unit accepting card

DVTT: Payment services

DVNH Banking services


DV


Service

DVPTD


Non-credit services

HSBC

:

Hongkong and Shanghai Banking Corporation

HTTT

:

Payment method

State Treasury

:

State Treasury

KH


Client

State Bank of Vietnam

:

State Bank

BIDV

:

Joint Stock Commercial Bank for Investment and Development of Vietnam

Male

National Bank

:

National Bank

Commercial Bank

:

Commercial Bank

State Commercial Bank

:

State Commercial Bank

Joint Stock Commercial Bank

:

Joint Stock Commercial Bank

Central Bank

:

Central Bank

TCTD

:

Credit institution

TCCUDVTT


Payment service provider

TK

:

Account

TKTG

:

Deposit account

TPTTT

:

Total means of payment

TTBT

:

Clearing

TTBTĐT

:

Electronic Clearing

Stock market

:

Payment by transfer

TTKDTM

:

Cashless payment

UNC

:

Payment authorization

UNT

:

Collection authorization

WB

:

World Bank

WTO

:

World Trade Organization

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Developing non-credit services at Joint Stock Commercial Bank for Investment and Development of Vietnam, Son Tay branch - 1

LIST OF TABLES, CHARTS, AND DIAGRAMS

Table 2.1: Capital mobilization situation in the period 2012-2014 49

Table 2.2. Summary of outstanding debt for the period 2012-2014 52

Table 2.3: Outstanding loans by customer type in the period 2012-2014 .. 53 Table 2.4: Business performance of Vietnam Joint Stock Commercial Bank for Investment and Development - Son Tay Branch from 2012-2014 54

Table 2.5: Payment service results at Son Tay Investment and Development Joint Stock Commercial Bank from 2012 to 2014 61

Table 2.6: Results of trade finance activities at the Bank

Son Tay Investment and Development Joint Stock Company from 2012-2014 64

Table 2.7: Foreign currency trading results at Son Tay Investment and Development Joint Stock Commercial Bank from 2012-2014 66

Table 2.8: Guarantee activity results at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay Branch from 2012-2014 68

Table 2.9: Card issuance activities at Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay Branch in 2012-2014 71

Table 2.10: Summary of customer survey results from 2012 to 2014 75

Table 2.11: Results of customers using payment services 84

Table 2.12: Results of domestic payment activities 85

Table 2.13: BIDV's position in the domestic debit card market 88

Table 2.14: BIDV's position in the international credit card market 89

Table 2.15: Table of new deployment products 90

Chart 2.1: Proportion of each type of service in net service revenue in 2014 94

Diagram 2.1: Organizational structure of Vietnam Joint Stock Commercial Bank for Investment and Development, Son Tay branch 46


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