Recommendation

- Diversification of utility features and services E-BANKING:

Although present, customers know and use E-BANKING service is not much, but in time to demand the use of modern banking services will increase. Therefore, banks are required to make advance plans to deal with the problem.

First of all, banks need to complete the E-BANKING service its existing customers to retain existing and attract new customers.

Second, banks need to further study some new products, provide services with higher technological level as financial leasing, not only registration but also borrowed a loan online.

Once more new electronic products will maximize the customer saves time and costs, while also saving the cost of the bank concerned.

Third, the current payment through E-BANKING services as well as other electronic banking is still limited, causing by inconvenience to the payment, inter-bank transfer. This fact requires banks to collaborative research to develop this important feature.

- Increase the confidence of customers to use the service

The users with better self-awareness would be less risky than individual autonomy less than (Chan and Lu, 2004; Wang et al, 2003).Increase user experience: promote the use of incentives to try the product for no charge, and may have certain rewards. Design website content not advertise much, but mainly to introduce the product distribution process. Such websites will make customers easy to use more functions without assistance.

BIDV should implement a campaign to introduce the characteristics of the IB system, its benefits and how to use it. Raising awareness about the benefits of using the system, diversifying the types of services, improve services, provide value-added services such as paying utility bills, implementing marketing one on one.

- Increase awareness of the usefulness of the service

Banks should implement a campaign to introduce the characteristics of the IB system, its benefits and how to use it. Raising awareness about the benefits of using the system, diversifying the types of services, improve services, provide value-added services such as paying utility bills, implementing marketing one on one.

According to Tony Chew, head of risk management technology, the Central Bank of Singapore: There will be no problems in the development of E-BANKING if banks have programs to suit customer training and implement appropriate programs.

- Construct customers a positive attitude towards service

ELECTRONIC BANKING is a service bringing more benefits to customers, but not deployment services widely. There are many channels of information to help customers access to E-BANKING such as: internet, television or through the recommendation of the staff at the counter, but to know and understand the new online banking stop at a small number of customers. Therefore, the work of Marketing for this service rather be focused,

promote promote more services are needed to provide customers with a basic understanding of this service, which has a positive attitude towards ELECTRONIC BANKING:

BIDV should organize seminars, international customer conference E-BANKING service customers with the necessary knowledge on services, raising awareness, gradually changing habits have traditionally used their cash. About Website, hotline support, answer questions for customers to know more to customer service can find out easily, in greater detail. Play leaflets on more services, more active staff in introducing the service to customers.From the enthusiastic introduction, consultancy services, utilities, customers can understand and start approach to services, stimulate the understanding and use of the client.

BIDV should put hoardings, posters, banners and large-format advertising in branch offices or investments located in crowded places such as supermarkets and the intersectionhelp bring efficiency to the work of the services to customers. The Bank should also arrange flyers on products in the transaction in a conspicuous location, convenient for the customer. In addition, the survey results also show that resources from the media have very low efficiency, whereas, this is the means of providing information about the products to each customer an easy and Main most accurate, especially from TV. Banks should regularly have ads on E-BANKING services on local TV stations as HVTV, TRT or a local newspaper.

In addition, banks need to focus on training of professional staff with style, customer service attitude is friendly, enthusiastic and always equip yourself with knowledge about E-BANKING service so that as well as counseling, referral services to customers. Helping customers find service is an easy to use, very useful to help customers save time and money when making transactions through internet baking. Some banks might organize some promotional events to bring online banking services closer to each client, or making of promotional as: free of charge E-BANKING service for those customers registered to use online banking services, free account opening when customers open a personal account at the bank.

- Upgrade technology to increase the accuracy and safety, the security of the system.

BIDV should endeavor to improve the system, regularly upgrade computer technology to increase the accuracy and safety, the security of information systems as well as online transactions. Ensure the provision of safe utility services to customers as well as reasonable alternatives to address thoroughly the risks that may occur, preserve the confidence of customers. However, perfecting such systems need to proceed throughout the banking

system and the loss of a long time. Thus, the sight of the bank branch can make a commitment to its customers, while using online banking services if an error from the bank, bank customers will pay damages. This gives customer’s peace of mind and ease of use to accept E-BANKING service.

The website design simple, friendly interface is important solutions, necessary to attract the attention of customers as well as service learning improve comfort for customers to manipulate. Each utility services should be detailed instructions, how to manipulate the system must be simple. The information and instructions on the website should be available in both Vietnamese and English to facilitate for our customers. The bank managers should regularly surveys customers on service procedures to the maximum simplification and upgrading operations, web site development. In addition, the bank can equip a personal computer system at branches and transaction offices so that employees can directly NH introduce E-BANKING services as well as customers can easily spread test E-BANKING service.

- Focusing on human resources:

Although electronic banking services are developed on the basis of information technology, but people always still play a decisive role. Therefore, banks need to have a clear plan for development of human resources, effective measures for the recruitment, training of personnel in a basically.

In addition, the branch will also need appropriate policies to attract the workforce in the sector of information technology and communications. Good treatment regime as well as a strength to retain qualified staff and qualifications. Therefore, the branch should have policies salary, bonus competitive with banks in the locality.

In addition, BIDV have to plan in conjunction with the universities in the province to recruit collaborators for promotional campaigns and affiliate marketing. These are resources with low wage costs and maintain the marketing program. Based on collaboration, the banks can recruit the best individuals to future training and recruitment become permanent employees.