IMPROVING RISK AND CUSTOMER MANAGEMENT INFORMATION SYSTEM - A CASE OF VIETNAM COMMERCIAL BANK MELHORAR O SISTEMA DE INFORMAÇÕES DE GERENCIAMENTO DE RISCOS E CLIENTES - UM CASO DO VIETNAM COMMERCIAL BANK MEJORA DEL SISTEMA DE INFORMACIÓN SOBRE GESTIÓN DE RIESGOS Y CLIENTES - UN CASO DE VIETNAM COMMERCIAL BANK

Purpose: The purpose of this paper is to delineate strategies for enhancing the risk and customer management information system (MIS) within Asia Commercial Bank (ACB), a prominent Vietnam-based commercial bank. Through a blend of qualitative methods involving synthesis, analysis, and inductive reasoning alongside quantitative approaches such as econometric modeling employing Ordinary Least Squares (OLS) regression, this study aims to offer actionable insights. It underscores the necessity for ACB to adopt a flexible approach in implementing the proposed methodologies. Methods: The study employs a combination of qualitative and quantitative methodologies. Qualitative techniques involve synthesis, analysis, and inductive reasoning to discern patterns and extract insights. Quantitative methods entail the development of an econometric model employing OLS regression to analyze systematic factors influencing stock returns within the observed period. The synthesis of these methodologies enables a comprehensive understanding of the factors affecting the efficacy of the MIS within ACB. Results and Discussion: The intelligent implementation of the data collection, management, exploitation, and utilization processes within the 4th Industrial Revolution technology platform promises enhanced convenience in data analysis and processing for banks, including ACB. Furthermore, the recognition of systematic factors influencing stock returns over the observation period underscores the significance of refining the organization of the MIS system within ACB. The results obtained from both qualitative and quantitative analyses serve as a foundation for informed discussions regarding the optimization of risk and customer management within ACB's operational framework. Implications of the Research: The findings of this research carry significant implications for the strategic direction of ACB's risk and customer management practices. By embracing flexible implementation strategies and leveraging advanced technologies inherent to the 4th Industrial Revolution, ACB stands poised to streamline its data processing capabilities and enhance decision-making processes. Moreover, the recognition of systematic factors influencing stock returns underscores the importance of fine-tuning the organization of ACB's MIS system to accommodate dynamic market conditions. Originality/Value: This study contributes to the existing body of knowledge by offering novel insights into the optimization of risk and customer management information systems within the banking sector, with a specific focus on ACB. By synthesizing qualitative and quantitative methodologies, the research provides a nuanced understanding of the challenges and opportunities inherent to MIS enhancement. The practical implications derived from this study serve as a valuable resource for banking institutions seeking to augment their operational efficiency and strategic effectiveness in an increasingly complex financial landscape. © 2024 ANPAD - Associacao Nacional de Pos-Graduacao e Pesquisa em Administracao. All rights reserved.