The environmental and social impacts of ebanking : a case study with Barclays PLC ; final report ; Digital Europe

This report presents the calculations and findings as well as the resulting recommendations from the Barclays Plc case study within the Digital Europe project. Chapter 2 gives the background to the case study; chapter 3 investigates the environmental aspects; and chapter 4 highlights social aspects of different banking scenarios. Chapter 5 outlines future scenarios in the sector and chapter 6 finally makes recommendations for business and government

Online Consumer Behaviour and Competitor Performance in the Mexican Bank Market

The combination of smarter customers and increased use of the Internet in Mexico means that the Internet is now an important competitive weapon to acquire new customers and also to retain existing customers. Previous research into online strategies in banking has tended to focus on either high-level strategic outcomes or on internal web data that is specific to a particular bank. In this paper, online panel data is used to generate insights into consumer behavior and bank performance in the key areas of share of online search, share of e-service and overall levels of e-banking. It is shown that the market leader Banamex is underperforming in the online channel relative to its market share. In contrast, the online attackers HSBC and Scotiabank are very strong in terms of their Internet performance. By distinguishing online activity into two groups, search and e-service, it is shown that smaller banks have an inherent advantage in online markets for customers searching out a new banking relationship – this is termed the ‘online attacker advantage’. The theoretical and managerial implications are outlined for the use of panel data generally and the results of the analysis concerning the Mexican banking industry specifically

The evolution of retail banking services in United Kingdom: a retrospective analysis

The purpose of this paper is to assess the sequence of technological changes occurred in the retail banking sector of the United Kingdom against the emergence of customer services by developing an evolutionary argument. The historical paradigm of Information Technology provides useful insights into the ‘learning opportunities’ that opened the way to endogenous changes in the banking activity such as the reconfiguration of its organizational structure and the diversification of the product line. The central idea of this paper is that innovation never occurs without simultaneous structural change. Thus, a defining property of the banking activity is the diachronic adaptation of formal and informal practices to an evolving technological dimension reflecting the extent to which the diffusion of innovation (re)generates variety of micro level processes and induces industry evolution.Information Technology; Retail Banking; History of Technology; Innovation Systems.

Strategic implications of Fintech on South African retail banks

Background: Since the global financial crisis, banks have been exposed to new opportunities and threats unprecedented in history driven fundamentally by technology. So-called ‘Fintech disruptors’ are aggressively tapping into their service delivery chain to offer clients a better (cheaper, more convenient or efficient) value proposition. As banks have subsequently been forced to think more strategically about how to conduct themselves due to the imminent use of, for example, virtual reality, artificial intelligence, biometrics and big data, regulators have simultaneously had to ensure that the pervasiveness of technological disruption does not threaten the soundness of banks and the stability of economies. Aim: To identify the strategic implications of Fintech on South African retail banks. Setting: The study is conducted in the South African retail banking industry. Methods: A post-positivist paradigm approach that is qualitative in nature. Results: There are several main findings: firstly, technology-based skills are becoming mandatory for staff and regulators alike; secondly, interaction policy is migrating clients towards a remote-based distribution strategy; thirdly, the bank of the future will not rely as heavily on brick-and-mortar branches as it has in the past; fourthly, new competitors are entering the fray and offer competitive digital-only solutions; finally, given the innovation and growth shown by these disruptors, financial sector regulators will have to find ways to hold them accountable. Conclusion: By adapting to the Fintech revolution, South African retail banks are hoping to become strategically pre-emptive rather than merely proactive. This will allow them not only to identify opportunities first, but also to offer solutions before competitors are able to do either of these

Impact of information communication technology infrastructure on e-banking at Barclays Bank Kenya.

Thesis (MBA)-University of KwaZulu-Natal, 2006.The purpose of this study is to examine the extent to which the existing ICT infrastructure in Kenya affects the provision of e-banking services at Barclays Bank of Kenya. The study also compares e-banking applications in Kenyan banks with best practice examples from other countries. Other areas studied are the existing ICT and e-banking security systems as well as the policy and regulatory framework that governs e-banking systems in Kenya. The dilemma still facing the banking and ICT sectors in Kenya is whether the existing ICT infrastructure is adequate and efficient enough to satisfy the demand for voice and data communications required in the provision of e-banking services. The problems that require attention are lack of appropriate equipment to serve a modem financial system and provide the full range of e-banking services, inadequate telephone landlines due to vandalism and failure of Telkom Kenya to expand its network. Other problems include lack of reliable Internet connection, high access costs for landlines and Internet, inadequate capital investment for the provision of sufficient ICT services, dumping of contraband traffic on Telkom's network, cyber crime due to lack of proper e-banking security systems and lack of a suitable policy and regulatory framework for Information Communication Technologies. A qualitative research methodology and a typical case study research design are adopted in the study. Barclays Bank of Kenya is examined as a case study. The activities of the banking and ICT key industry players, Central Bank of Kenya, Telkom Kenya, Communications Commission of Kenya and Today's Online, are also examined. In addition four other commercial banks namely, Standard Chartered, Citibank, Kenya Commercial Bank and Commercial Bank of Africa are contacted and their senior management interviewed concerning this study. Data is collected from interviews, archives, newspapers, published reports and the Internet. The study findings reveal that Barclays Bank Kenya offers different forms of e-banking services namely, Internet banking, online banking, telephone banking and mobile banking. However, the poor state of the ICT infrastructure hinders the growth of ebanking services in Barclays and other Kenyan banks. The existing security measures for landlines and e-banking systems in Kenya are also incapable of preventing most forms of risks and threats and need to be improved. Kenya also lacks a sound policy and regulatory framework to efficiently curb these ICT and e-banking risks. The study concludes by recommending that the Kenyan government should encourage the private sector and development partners to invest in ICT infrastructure and that a comprehensive review of existing laws relating to ICT and e-banking systems be done and amendments formulated

Oklahoma City Community Foundation 2016 Annual Report

Oklahoma City Community Foundation Annual Report 201

Customer satisfaction with the electronic banking services in Zimbabwe: a case of Mashonaland West Province, Zimbabwe.

Doctoral Degree. University of KwaZulu-Natal, Pietermaritzburg.With the constant advances in technology, it is expected that life should become easier in various way, one of these being that people would no longer have to wait in queues in banks as technology allows people to do most of their transactions by computer or cell phone. This research sought to gather information on customer satisfaction with the electronic banking (e-banking) facilities and services in Zimbabwe. The problem which was identified is that people spend a lot of time waiting in queues for services they could access much more quickly on e-banking platforms. Three e-banking platforms were examined, these being automated teller machines (ATMs), internet banking, and mobile banking (m-banking). The research took the form of a descriptive case study design. It also took a mixed method approach where both quantitative and qualitative data was used. Mashonaland West Province in Zimbabwe was the location for the study. Questionnaires were distributed in all seven districts of this province, on a pro rata basis depending on population size. According to the 2012 census survey in Zimbabwe, the total population of economically active people, between the ages of 15 and 64 years living in the province was 825 911 people. The researcher used Kredjice and Morgan’s table to calculate the sample size of 384 people. Two hundred and eighty-three (283) questionnaires were returned out of the three Hundred and eighty-four (384) questionnaires which were distributed, thus the response rate was 73.7%. The Statistical Package for the Social Sciences (version 20) was used to analyze the data. Results showed that e-banking services in Zimbabwe are satisfactory as there was not a single attribute of banking where the majority of people showed dissatisfaction. However, there is a need for Zimbabwean banks to continue to educate citizens on how to use e-banking facilities effectively. Internet banking had the lowest levels of reported user satisfaction with the problem emanating from a lack of internet access by the majority of citizens. There was also no significant gap realized between bank sector managers’ perceptions of customers’ needs and wants and the actual needs of customers. A model for adoption of electronic banking in Zimbabwe has been developed by the researcher and is made up of five key factors which determine the adoption of electronic banking in Zimbabwe, these are: education, accessibility, ease of use, friendliness, and security. These key factors determine the success of electronic banking in Zimbabwe. If this model is adopted it can assist Zimbabwe banks in new products development, improving service quality and therefore establish sustainable competitive advantage