Dissertations / Theses on the topic 'Digital banking'
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Häggqvist, Jacob. "Digital Transformation in the Swedish Banking Sector." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264176.
Full textHur bankverksamhet bedrivs har förändrats dramatiskt över de senaste årtiondena, och i inget område är detta lika tydligt som när det kommer till digitalisering. Ett begrepp som ständigt upprepas när man beskriver den forna, nutida och framtida utvecklingen av den här typen är ”Digital Transformation”. Digital Transformation kan kortfattat summeras till att betyda förändring driven av digital teknologi, med potential att öka effektiviteten i befintliga processer, samt möjliggöra för nya problemlösningar och affärsmodeller. Trots det faktum att de svenska storbankerna har kommit en lång väg i sina digitala transformationsinitiativ, så finns det mycket som tyder på att denna process ändå inte går tillräckligt snabbt frammåt. Den här studien är ett försök att få en generell överblick på de primära barriärerna och mekanismerna som orsakar att denna utveckling går långsammare än önskat, samt att undersöka hur aktörer inom den svenska banksektorn har för avsikt att bemöta dessa problem. Detta görs huvudsakligen genom intervjuer med nyckelpersonal inom de svenska storbankerna. Majoriteten av de intervjuade kommer från en enda bank, där en form av casestudie utförs, medan ett mindre antal intervjuer genomförs med individer tillhörande andra banker, i en ansats att ge ökad generaliserbarhet. Resultatet av studien visar att barriärer som står i vägen för fortsatt digital transformation i den svenska banksektorn kan generellt kategoriseras in i följande kategorier: Föråldrad Infrastruktur, Organisationsstruktur, Organisationskultur, Incitamentstruktur, Resursbrist, Regulation, och Misslyckanden i Styrning. De lösningar och modeller som diskuterats for att adressera dessa problem inkluderade API First-baserade tillvägagångssätt, förändring driven av tvärfunktionella arbetslag, samt kollaborativ strategiformulering.
Гуменна, Юлiя Григорiвна, Юлия Григорьевна Гуменная, Yuliia Hryhorivna Humenna, and A. Eremenko. "Relationship between digital technologies and banking sector." Thesis, Sumy State University, 2019. https://essuir.sumdu.edu.ua/handle/123456789/77713.
Full textGankova-Ivanova, Zwetelina, and Larysa Turova. "Modern digital technologies of the banking system." Thesis, National Aviation University, 2021. https://er.nau.edu.ua/handle/NAU/54574.
Full textThe necessity of using digital technologies in banking activity, which consists in the general improvement of customer service, is substantiated; reducing the bank's operating costs, speeding up banking operations and increasing the bank's competitiveness. Areas of introduction of information technology in banking are systematized on several grounds, namely: the creation of corporate computer systems; sale of banking services on the Internet; development of intrabank management system and their automation.
Friderichs, Michael. "The new banking model - digital revolution of the banking sector : the example of Commerzbank AG." Master's thesis, Instituto Superior de Economia e Gestão, 2017. http://hdl.handle.net/10400.5/14489.
Full textDigitalization is one of the most interesting and important topics nowadays in the banking industry. The objective of this internship report is to understand the importance of the Challenges for the banking sector and see the start of the digitalization on the example of the Commerzbank AG. This internship report starts with the description of activities developed during the internship at Commerzbank AG Branch Luxembourg. Going over to a Literature Review which deals with Regulation of the banking sector, current banking business models and further Challenges in the Banking industry. Most interesting in the current Challenges for the banking industry are covered by investing the topics of FinTechs & digital revolution, low interest rate environment & banks profitability and the Overcapacity in the banking sector. Next, applying the topics from the Literature review on Commerzbank AG, by explaining what is the solution and strategy for the current challenges. Finally, an outlook for Commerzbank AG and personal impression from the internship will be narrated.
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Wedberg, Ludvig. "Generation Y and digital banking : How can traditional Swedish retail banks address the needs and behavior of Generation Y in digital banking?" Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-254989.
Full textDen finansiella sektorn förändras till följd av PSD2 och open banking. De traditionella bankerna möter ny konkurrens från FinTechs och BigTechs. 78 procent av de nordiska bankerna är oroade av förändringarna och 88 procent tycker att de behöver ompröva sin affärsmodell. Kundupplevelser och kundresor är avgörande eftersom kundernas förväntningar är en av de viktigaste drivkrafterna för den föränderliga industrin.Generation Y (1989 2000) definieras ofta som digitala pionjärer vilket gör dem till ett viktigt men utmanande kundsegment. Enligt studien ”Millennial Disruption Index” har banksektorn den högsta risken för störningar från Generation Y. Denna studie fokuserar på hur traditionella svenska banker kan hantera digital transformation och den svenska generation Ys behov och beteende. För att identifiera behov och krav från generation Y genomfördes fyra fokusgrupper med 31 deltagare samt fyra semi-strukturerade intervjuer. Resultaten analyserades och relaterades till en kundrese teori samt konceptet om plattformsbanker.Resultaten indikerar att den svenska generation Y kräver personliga tjänster och produkter samt skräddarsydda Omni-kanalupplevelser. De kräver en expansion av finansiella tjänster i form av en "one-stop-shop". För att möta dessa krav måste traditionella svenska banker använda deras kunddata och utnyttja den svenska generation Ys förtroende för deras säkerhet. Detta kommer att göra det möjligt för dem att utveckla överlägsna kundupplevelser såväl som att utvidga sitt sammanhang och etablera sig som bankplattformar.
Sewpaul, Sailesh. "Digital Strategies Senior Bank Executives in Mauritius use to Improve Customer Service." Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=13422561.
Full textCustomers’ use of digital banking has reshaped traditional banking, and senior level bank executives must know how to leverage this innovation to improve customer service to increase profitability. Using the technology acceptance model as the conceptual framework, the purpose of this multiple case study was to explore effective digital banking strategies that senior level executives used to improve customer service to increase profitability. The target population for this study included senior-level executives from 3 banks in Mauritius possessing successful development and implementation experience in digital banking strategies to improve customer service. Data were collected through semistructured interviews and organizational documents, which were analyzed in accordance with Yin’s 5-phase data analysis process consisting of pattern matching, explanation building, time-series analysis, program logic models, and cross-case synthesis. The use of member checking and methodological triangulation increased the trustworthiness of data interpretations. Three themes emerged from the analysis of data: use of mobile strategies to migrate customers to digital banking, challenges to migrate customers to digital banking, and digital banking innovation. The implications of this study for positive social change include improving convenience to customers; promoting green banking; and providing easy access to banking to the poor, those with physical disabilities, and those living in remote and rural areas.
Mbama, Cajetan. "Digital banking services, customer experience and financial performance in UK banks." Thesis, Sheffield Hallam University, 2018. http://shura.shu.ac.uk/23305/.
Full textBerti, Monica, Julia Jushaninowa, Franziska Naether, Giuseppe G. A. Celano, and Polina Yordanova. "The Digital Rosetta Stone." Universitätsbibliothek Leipzig, 2016. http://nbn-resolving.de/urn:nbn:de:bsz:15-qucosa-201522.
Full textLAGERQVIST, SOFIA, and Johanna BERGROTH. "Banking on Generation Y:Implications for traditional Swedish retailbanks in the digital era." Thesis, KTH, Hållbarhet och industriell dynamik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-189565.
Full textDuarte, Susana Catarina Alves. "Tendências futuras do setor bancário : o ajustamento da banca tradicional às novas tecnologias e a banca nativa digital." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/19198.
Full textEncontramo-nos em plena quarta revolução industrial e praticamente todas as indústrias estão a adaptar-se a novas realidades e a novas formas de estar no mercado, cada vez mais influenciadas pelas chamadas startup tecnológicas. O setor financeiro não é exceção. Este setor necessita de recuperar a confiança dos consumidores e estar preparado para uma concorrência cada vez maior de plataformas de crédito digitais - Revolut, N26, entre outras plataformas de trading e de investimento, que impuseram uma disrupção na indústria financeira. Salientando, que em grande parte dos casos, os novos concorrentes das instituições financeiras portuguesas têm origem no exterior - tanto de países da União Europeia, como do resto do Mundo. Adicionalmente, os avanços tecnológicos, juntamente com casos de má gestão de instituições financeiras, levam a que os clientes bancários estejam cada vez mais preocupados com a aplicação das suas poupanças e procurem mais informação sobre o mercado e produtos disponíveis. Sendo também consequência do mais fácil acesso à informação, existindo uma maior comparação de serviços. Ao longo deste projeto será analisada a evolução do setor bancário português, incidindo na evolução do marketing no setor, no crescimento tecnológico e nas preocupações dos reguladores em potenciar a concorrência e inovação, bem como a equilibrar a confiança, segurança e riscos sistémicos. Por fim, serão analisadas as respostas de 266 inquiridos para sabermos se os portugueses estão ou não preparados para essa digitalização e redução da presença física no setor bancário.
We are in the midst of the fourth industrial revolution and virtually, every industry is adapting to new realities and new ways of being in the market, increasingly influenced by so-called technology startups. The financial sector is no exception. This sector needs to regain consumer confidence and be prepared for increasing competition from digital credit platforms - Revolut, N26, among other trading and investment platforms that have disrupted the financial industry. Noting that, in most cases, the new competitors of Portuguese financial institutions originate from abroad - both from European Union countries and from the rest of the world. In addition, technological advances, coupled with cases of mismanagement of financial institutions, make bank customers increasingly concerned about applying their savings and seeking more information about the market and available products. As a result of easier access to information, there is a greater comparison of services. This project will analyze the evolution of the banking sector, focusing on Portugal, the evolution of marketing in the sector and the impact and concerns of regulators on enhancing competition and innovation, as well as balancing trust, security and systemic risks. Finally, the answers of 266 respondents will be analysed, as to whether or not the Portuguese are prepared for this digitization and reduction of physical presence in the banking sector.
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Pinto, Rui Pedro de Andrade. "O impacto da transformação digital na performance dos bancos europeus." Master's thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/21695.
Full textCom o aparecimento da internet, os comportamentos dos consumidores e as suas expetativas estão a mudar e a crescer a um ritmo cada vez mais acelerado, o que está a obrigar a indústria bancária, considerada historicamente bastante conservadora, a modificar as suas prioridades. Neste sentido, cada vez mais os bancos têm procurado introduzir a tecnologia em todos os seus processos e áreas, de modo a potenciar o seu impacto, e a torná-la uma vantagem competitiva perante os seus concorrentes.Assim sendo, este estudo tem como finalidade estudar a associação entre variáveisrepresentativas da transformação digital e medidas de performance dos bancos europeus, para o período compreendido entre 2016 e 2018. Para tal, recorreu-se a três métodos de estimação diferentes: o Método dos Mínimos Quadrados Ordinários, o Modelo de Efeitos Fixos e o Modelo de Efeitos Aleatórios.Em termos gerais, os resultados obtidos sugerem a existência de uma relação positiva e direta entre as variáveis digitais e de performance, o que significa que bancos com maiores graus de digitalização apresentam melhores níveis de performance.
With the appearance of the internet, the behaviors and expectations of consumers are changing and growing at an ever-increasing pace, forcing the banking industry, considered to be historically conservative, to modify its priorities. With that in mind, more and more banks have sought to introduce technology in every processes and areas, in order to enhance its impact and use it as a competitive advantage over their competitors.Thus, this study aims at analyzing the association between digital transformation variables and performance metrics of European banks, for a period between 2016 and 2018. To this end, three different estimation methods were used: Ordinary Least Squares, the Fixed Effects Model and the Random Effects Model.Overall, the results obtained suggest a positive and direct relationship betweendigital variables and performance metrics, which means that banks with higher degrees of digitalization report greater levels of performance.
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Damiano, André Luis. "As fraudes no Internet Banking e sua evolução para o Social Banking." Universidade de São Paulo, 2013. http://www.teses.usp.br/teses/disponiveis/18/18157/tde-12092013-094137/.
Full textInformation technology and communication is an important factor in the future development of the financial services industry, with particular attention to the banking sector. Most banks use the Internet as a strategic distribution channel where its services and products have a very close relationship with the broader concept of marketing, one that fully describes an environment and a niche business and where the development and evolution of this channel is directly associated with the evolution of the marketing itself. The central theme of this work is to present a literature review on the Internet Banking channel analyzing key issues and challenges related to electronic fraud and threats, and describes the impact of social media is causing in corporations. Additionally to the threats on the Internet Banking, this work brings an analyze of how the banking products and services are closely followed by the marketing evolution and how at this moment of transition from a economic perspective to another, these two business models are co-related to a specific aspect: The future and trends of the electronic fraud on the Internet Banking towards the evolution to the Social Banking. It also analyzes which paths will also open within the new paradigm of economics and social marketing for this type of occurrence. To effectively mitigate the risk of fraud, it is important to implement a comprehensive decision-making prevention program that extends beyond a sophisticated set of internal controls at all levels and divisions of an organization. Finally, the conclusion and future prospects of the development of Internet Banking for Social Banking with an analysis of the evolution of electronic fraud and threats in this new channel.
Dubru, Rebecca. "Critical competencies of leaders in the digital transformation of banking in South Africa." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64841.
Full textMini Dissertation (MBA)--University of Pretoria, 2017.
pa2018
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
Andersson, Joakim, and Axelina Boström. "Digitalization Strategies in the Banking Industry : A study among Swedish banks." Thesis, Umeå universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-161310.
Full textMungai, Kinyanjui. "The economic impact of FinTech in the South African banking industry: A case of digital disruption." University of the Western Cape, 2019. http://hdl.handle.net/11394/6977.
Full textThe Fourth Industrial Revolution has provided new opportunities to tackle problems in health, education, transport and many other sectors. In the financial sector, new financial technology (FinTech) is providing new ways of tackling the problem of financial exclusion. The uptake of cell phones has enabled financial service providers (FSPs) to expand into areas where the most vulnerable have hitherto been outside the reach of the banking agency model. This has ultimately allowed previously financially excluded individuals to have access to bank accounts. Through SMACT (Social Media, Mobile, Analytics, Cloud and the Internet of Things) technologies, FSPs are able to collect new types of data such as call detail record data and mobile app data which have been leveraged globally to enable the emergence of M-Pesa in Kenya, the WeChat payments module in China and KakaoBank, South Korea’s first online-only bank. The common thread in these innovations is that these are telecommunications company-led business models that have encroached into the area of finance. Such digital disruption has happened in South Africa but little is understood about how inclusive digital financial services are in the South African context. Moreover, what are the barriers to further financial inclusion, given that South Africa has significantly high bank account uptake rates? What role can the Fourth Industrial Revolution technologies have in breaking those barriers and reaching the lower-income population that has largely been mis-sold financial products that were created for the middle to upper-income population? This study sought to investigate how the diffusion of SMACT technology has contributed to financial inclusion in the South African financial services sector. The study made use of a mixed methods approach to answer this research question. Finscope data from 2012 to 2015 was used as the data source for the quantitative section and key informant interviews as the source of data for the qualitative section. The study found that roughly 80% of adults in South Africa are financially included through formal banks. Despite the near 100% uptake rates of cell phones across all income groups, proximity to an ATM or bank branch still significantly determined whether an individual accessed formal financial services. The study also found that ATM withdrawal, store withdrawal and internet banking were infrequently utilised by lower-income adults. In terms of internet banking and digital financial services in general, financial products, especially digital credit, do not appear to be well aligned with the needs of the lower-income consumer. The mismatch of financial products and the needs of lower-income consumers is further worsened by poor financial literacy levels in South Africa, especially among lower-income consumers. The study concludes that more needs to be done to increase economic inclusion, digital inclusion and financial inclusion for the lower-income population in South Africa. While consumer protection and transparency are well covered in the regulatory and legislative framework to which FSPs by and large adhere, a more inclusive and sustainable financial sector will only exist if product fit, affordability, financial literacy and convenience issues are addressed. This should happen in an enabling environment where ICT infrastructure benefits all, interoperability of digital financial services is reached and a regulatory framework more focused on financial inclusion is in place.
2021-08-01
Wennergren, Victor, and Harnesk Simon. "Den digitala banken : En studie om digitaliseringens inverkan på kundnöjdhet." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-414706.
Full textThe banking sector has undergone extensive changes as a result of the growth of digitalisation. A wider range of differentiated products has made it possible to for consumers to carry out everyday banking on their own with no need for physical interaction with the bank. As a result of this, bank branches have been closed as it no longer generates the same profitability. Due to this, there has been a reduction in the physical interaction between bank and customers. The fact that products and services has become digital has had consequences for the banking sector as the physical meeting has been a key part of customer satisfaction. The purpose of this study was to examine the impact of digitalization on customer satisfaction. The study was conducted using a cross sectional design with a deductive approach. The study’s data collection is based on a quantitative method and has been carried out through a digital survey. The data was analysed by a regression analysis to identify possible relationships between the studies variables. The results of this study show that digitalization does not have a negative impact on customer satisfaction.
OLIVEIRA, JÚNIOR José Aélio de. "Integração de sistemas utilizando SOA visando maior usabilidade no ambiente de T-Banking." Universidade Federal de Pernambuco, 2009. https://repositorio.ufpe.br/handle/123456789/1913.
Full textA necessidade de informatização dos processos das empresas e a utilização de TI alinhada aos negócios vêm sendo uma das estratégicas de competição mais utilizadas entre as empresas. Essa realidade pode ser bastante visível no setor bancário. Os bancos começaram a investir na idéia do T-Banking, que nada mais é do que utilizar os recursos da TV Digital para oferecer serviços bancários através da TV. Com isso, os bancos se depararam com o problema da usabilidade, ou seja, a partir de agora um dos grandes desafios é fazer com que os clientes consigam utilizar os serviços bancários através de um dispositivo de entrada restrito, neste caso: o controle remoto da TV. Este trabalho apresenta uma solução para a integração de sistemas bancários e comerciais no escopo de pagamentos de contas através da TV Digital. Com a integração, esses serviços de pagamentos devem receber um tratamento de usabilidade, visando à simplicidade do ponto de vista do cliente. Nesse intuito, foi definida e implementada uma arquitetura que realiza essa integração e fornece previamente ao T-Banking as informações necessárias para realização de pagamentos de modo simplificado
Envall, Julia, and Lisa Norgren. "Kundförtroende inom digital bankverksamhet." Thesis, Karlstads universitet, Handelshögskolan (from 2013), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-78640.
Full textUnder de två senaste decennierna har digitaliseringens framfart bidragit till stora förändringar i samhället. Flertalet branscher har tvingats anpassa sig efter den teknologiska utvecklingen och implementera ny teknologi för att fortsatt vara konkurrenskraftiga på marknaden. Inom banksektorn har digitaliseringen inneburit en transformation, där traditionell bankverksamhet till större del övergått till att bli digital. Digitaliseringen och distansen som uppkommit mellan bank och kund har medfört nya förutsättningar, bland annat i form av risker kopplade till digital bankverksamhet samt förändrade förutsättningar vad gäller interaktion och relationsskapande. Mycket av den tidigare forskning som gjorts inom området digital bankverksamhet har fokuserat på acceptans och adoption av digital bankverksamhet, medan studier som undersöker hur de nya förutsättningarna påverkar kundernas förtroende för banken är bristfälliga. Därför strävar denna studie efter att fylla detta gap. Förtroende är av stor vikt i alla relationer, och är av särskilt stor betydelse inom digital bankverksamhet. Syftet med studien är att belysa om digitalisering påverkar kundförtroende på basis av banksektorn. Vidare är syftet att belysa om upplevd risk samt upplevd relation vid digital bankverksamhet påverkar kundernas förtroende. Tre hypoteser har formulerats utifrån existerande litteratur, som förutsäger att användning av digitala banktjänster, upplevd risk och upplevd relation med banken vid digital bankverksamhet har en påverkan på kundförtroende. Studien antar en kvantitativ metod där data samlats genom en webbenkätundersökning. Totalt besvarades 171 enkäter. Föreslagna hypoteser prövades genom en multipel regressionsanalys, där studiens tre oberoende variabler analyserades mot studiens beroende variabel, inklusive de två kontrollvariablerna ålder och kön. Resultatet visade att användning av digitala banktjänster inte har någon effekt på kundförtroende, medan upplevd risk har en signifikant påverkan på kundförtroende. Slutligen visade det sig att upplevd relation också har inverkan på kundförtroende. Ålder visade sig sakna signifikant påverkan på variablerna, medan kön visade sig ha ett samband. Studiens resultat avser fungera som hjälp för bankerna, som genom att veta att dessa faktorer påverkar kundernas förtroende kan fokusera på att utveckla säkrare system och utveckla sina relationer för att upprätthålla kundernas förtroende för banken.
Insoll, Joshua, Andrew Teasdale, and Alexander Pataki. "Digital Challenger Banks, A New Wave of Banking : A qualitative Study into Switching Costs." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-85371.
Full textJose, Kristelle. "Exploring Digital Tools for Donor Mothers: Understanding Human Milk Donation & Milk Banking Challenges." Thesis, Malmö universitet, Fakulteten för kultur och samhälle (KS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-21095.
Full textJohnson, Robert. "On the proposed integrated services digital network /." Online version of thesis, 1987. http://hdl.handle.net/1850/10141.
Full textCallen, Naviglia Jennifer. "The Technological, Economic and Regulatory Challenges of Digital Currency| An Exploratory Analysis of Federal Judicial Cases Involving Bitcoin." Thesis, Robert Morris University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10745672.
Full textDigital currency comes in many forms however Bitcoin stands out as the most popular. Bitcoin, released to the public in 2009, remains in the infancy stage of the technology lifecycle. Bitcoin has no regulatory body, central bank or government backing creating doubt as to the digital currency’s legitimacy. Despite Bitcoin’s lack of “official” recognition, the digital currency’s popularity continues to grow as the number of merchants and vendors accepting the currency expands globally.
Focusing solely on the U.S. economy and monetary system, the lack of regulation and government recognition leaves legal disputes involving users of Bitcoin in the hands of a U.S. judicial system lacking previous case law as guidance. This research paper provides an in-depth analysis of the technical, economic and regulatory challenges facing the U.S. Federal Court system involving Bitcoin. A qualitative content analysis was employed in the exploratory review of 50 federal judicial cases involving Bitcoin. Key findings include discrepancies between the U.S. Judicial System and the U.S. Internal Revenue System on what and how to categorize Bitcoin, the value of bitcoin mining equipment, and the types of federal cases coming before the U.S. Judicial Courts involving Bitcoin.
Al, Khattab S. A. "The impact of information technology on customer service in the Jordanian banking sector." Thesis, University of Salford, 2005. http://usir.salford.ac.uk/14879/.
Full textNorberg, Fredrik. "Agil Uppskalning för Distribuerade Scrum Team : En fallstudie om agil uppskalning utförd hos Nordea Digital Banking." Thesis, Uppsala universitet, Industriell teknik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-296442.
Full textAsphede, Gabriella, and Amanda Persson. "Digitalakundrelationer : Enfallstudieinomdensvenskabanksektorn." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-941.
Full textBackground: Digitalization is a current topic that is often observed in Swedish media.Through a focus on digital development, banks' customer relations nowadays have shiftedfrom physical interactions to be more of a digital relationship.Purpose: The study aims to deepen the discussion on digital customer relationships within theSwedish banking sector.Design/methodology/approach: The study has used an abductive approach to be able tocustomize theory after empiricism and vice versa. Using a qualitative method, empiricism wasgathered through semi-structured interviews. As a result of the purpose, a case study weredesigned. The intention was to deepen the understanding as to how the banks' customerrelationships have changed through the digital development. Ten interviews were carried out,in which all respondents were employees of one of Sweden's major banks.Findings: The study indicates that customer relationships have changed a lot during a shortperiod of time. Customers tend to more often interact in digital channels than visiting aphysical bank branch. Implementation of digital services has created several challenges forthe banks, mainly regarding security, availability, ease of use, and people in digital exclusion.However, digital channels have enabled the Bank to meet customers on a more regular basis,which according to the Bank itself creates a stronger and more stable relationship. However,turned up differeces between the study strategists and office workers, as they encounterdifferent types of customers in their everyday work.Originality/value: There is a lack of Swedish studies that discuss the topic of digitalizationwithin the Swedish banking sector. The essay therefore presents knowledge within thesubject, which can be used in further research.
Rosman, Tobias. "Investigating omni-channel banking opportunities in Sweden: From a user perspective." Thesis, KTH, Medieteknik och interaktionsdesign, MID, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-168666.
Full textDe senaste tre årtiondena har mycket forskning utförts kring adoption av nya kanaler och teknik inom banksektorn. Man har tittat på avgörande faktorer till varför människor börjar använda sig av en ny kanal eller inte, men ofta undgått att titta på hur de använder sig av flera olika kanaler i kombination. Enligt en studie av Mckinney så vill bankkunder utföra så många av deras bankärenden genom en föredragen kanal och rör sig bara till en annan kanal när ärendet inte går att utföra i den föredragna kanalen. Samtidigt visar en studie av Google att 46% av användarna byter kanal för att slutföra sitt ärende vilket av många tolkats som att användare vill byta kanal och använda sig av flera. Dessa motsättande slutsatser gör att det fortfarande finns frågetecken kring hur och varför bankkunder använder sig av olika digitala bankkanaler. Denna studie har som mål att bidra med insikter kring användarbeteenden över flera kanaler i banksektorn. Den identifierar också om och hur omni-channel principerna (“seamless interaction”, “optimization” och “consistency”) är relevanta att ta i beaktning för banker i Sverige. En treveckors studie genomfördes i Stockholm, baserad på en kvalitativ metod (intervjuer) och begränsad till enkla vardagliga bankärenden och till kanalerna mobil och dator. Resultaten visar att användare har ett lågt behov av byta mellan kanaler för att utföra samma uppgift. De mest framstående anledningarna för att använda sig av en viss plattform var kopplade till skillnader i fysiska egenskaper som skärmstorlek, tangentbordsstorlek, bärbarhet och tillgänglighet - egenskaper som inte kan ändras med omni-channel principer. Resultaten föreslår att ett mer enhetligt användargränssnitt mellan plattformarna baserad på omni-channel principerna saknar relevans för de enkla vardagliga bankärendena, eftersom användarna inte kommer se värdet av att växla kanal trots de applicerade principerna. Studien föreslår också att man bör utnyttja plattformarnas styrkor när man designar för system som sträcker sig över multipla kanaler.
Pereira, Patrícia Alexandra de Carvalho. "A transição da banca tradicional para a banca digital : o impacto da pandemia Covid-19." Master's thesis, Instituto Superior de Economia e Gestão, 2021. http://hdl.handle.net/10400.5/23312.
Full textO objetivo da presente investigação compreende a análise da transformação digital numa organização do setor financeiro em Portugal. Nos últimos anos, as organizações têm sido obrigadas a integrar e a explorar as tecnologias a fim de sobreviverem. Mais recentemente, a pandemia do Covid-19 acentuou esses efeitos ao nível da transformação digital. Face a estes aspetos, este estudo procura compreender os efeitos da transformação digital nas organizações. As questões de investigação que guiam o desenvolvimento deste trabalho são: “como é que a transformação digital impactou uma organização do setor bancário?” e “como é que a crise pandémica contribuiu para a aceleração da transformação digital?”. Para responder às questões de investigação utilizou-se uma abordagem qualitativa através de um estudo de caso. O mesmo é sustentado com base em dados recolhidos através de entrevistas semiestruturadas e documentos fornecidos pela organização. Os dados recolhidos foram analisados através do software de análise de dados MAXQDA. Com o estudo de caso, foi possível concluir que esta organização já iniciou a transformação digital. Alguns objetivos traçados e barreiras assinaladas foram ultrapassadas, através das estratégias adotadas e formuladas. Contudo, como consequência da recente crise pandémica COVID-19, alguns dos objetivos traçados para a transformação digital, como a eficiência, a experiência nos canais e a sustentabilidade do negócio, e algumas barreiras da transformação digital no pré-pandemia, como a burocracia e o mindset, foram superadas num curto espaço de tempo.
The objective of the investigation is to analyse the process of digital transformation in an organization acting in the Portuguese financial area. In recent years, organizations have been forced to integrate and exploit more and more technology in their activities in order to survive. More recently, the Covid-19 pandemic has accentuated these effects at the level of digital transformation. Bearing this in mind, this investigation aims to understand the effects the digital transformation is having in organizations. The research questions that drive this study are: "How does the digital transformation impact a banking sector organization?" and "How has the pandemic crisis contributed to the acceleration of the digital transformation?". In order to answer these questions, a qualitative approach to a case study has been used. The case study is based on data collected via semi-structured interviews and documents provided by the organization. The data collected were analysed with the MAXQDA data analysis software. With this case study, it is possible to conclude that this organization has already begun a digital transformation. Some goals and barriers have been overcome due to the strategies adopted and designed. However, as a consequence of the recent COVID-19 pandemic crisis, some of the goals defined for the digital transformation (such as efficiency, channel experience, and business sustainability) and some digital transformation barriers of the pre-pandemic times (such as bureaucracy and mindset) have been overcome in a short time.
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Белорус, А. В. "Діджиталізація діяльності комерційних банків в умовах посилення фінансових ризиків і загроз." Thesis, Чернігів, 2021. http://ir.stu.cn.ua/123456789/25040.
Full textПредметом дослідження є процес цифрової трансформації комерційних банків України в умовах зростання фінансових ризиків. Об’єктом дослідження виступає діяльність комерційних банків України. Мета кваліфікаційної роботи полягає в визначенні рівня та темпів цифрової трансформації України, дослідження перспективних напрямків діджиталізації комерційних банків, подолання перешкод та усунення недоліків за рахунок мінімізації ризиків та загроз при впровадженні діджитал-технологій. Завданнями роботи є дослідження сутності цифровізації; аналіз діяльності комерційних банків на основі фінансової звітності; дослідження пріоритетних напрямів взаємодії комерційних банків з цифровими технологіями та оцінка ризиків і загроз; розробка заходів удосконалення цифрових інновацій та формування методів мінімізації та управління ризиками банків. За результатами дослідження сформульована якісна та кількісна оцінка цифрової трансформації комерційних банків, визначено рівень ризику та наявність загроз розвитку діджиталізації, а також сформовані шляхи подолання перешкод впровадження діджитал-технологій Одержані результати можуть бути використані комерційними банками та державними органами для підвищення ефективності та якості надання е-послуг.
In the first section, I have analyzed the theoretical foundations of digitalization of the banking system of Ukraine. The leading role of banks forces them to improve internal processes and services in accordance with the achievements of scientific and technological progress, which involves the development of FinTech. The main digital technologies of banks are the development of biometrics and identification systems, open banking, bank card tokenization, cloud banking, cybersecurity. In the second section, I have explored the features of the introduction of digital technologies by commercial banks. Ukraine is one of the countries with a moderate rate of digitalization, but lags behind in terms of development. Banks pay the most attention to remote identification of customers using BankID technology. During the coronavirus pandemic, COVID-19-related crimes are becoming more common. Today, banks have to build a system of protection for banking transactions, taking into account the changed realities and new threats to cybersecurity. In the third section, I have developed ways to improve the activities of commercial banks. To solve the above problems, I have suggested: - Increasing the level of digital and financial literacy of the population; - Increasing cybersecurity and improving the protection of confidential data; - Modernization and upgrade of banks' IT infrastructure.
Karagöz, Elin. "Managing Innovation of Payments : A Study of Regulatory Compliance Within Swedish Banking." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-279621.
Full textDenna studie undersöker de utmaningar som svenska storbanker står inför i en digitaliserad miljö där både IT-säkerhet och innovation behöver tillgodoses för att upprätthålla konkurrenskraft gällande betaltjänster. Då konkurrensen ökar inom betaltjänstsektorn blir utvecklingen av innovativa tjänster allt mer betydelsefull. Samtidigt är det viktigt att dessa lösningar håller en hög nivå av IT-säkerhet, dels för att bibehålla kundförtroende, men också för att banker lyder under finansiella regelverk. Följaktligen var syftet med denna studie att bidra till kunskap om utvecklingen av framtidens betaltjänster. Teori och empiri kretsade kring områdena teknik, regelverk och innovation, med en strävan att identifiera huvudutmaningar på området. I en kvalitativ fallstudie inkluderandes en serie intervjuer med experter inom banksektorn och ITsäkerhet. Resultaten visade att de viktigaste utmaningarna kopplat till regelefterlevnad och innovation inom betaltjänster för storbanker är nyttjandet av föråldrad teknik, behovet av en avvägning mellan att uppfylla regelverk och utveckling av nya produkter och tjänster, och slutligen kommunikation och samarbete inom både organisationen och med lagstiftare.
Scrócaro, Rúbia. "Elementos de sustentação da efetividade do uso da certificação digital em aplicações de Internet Banking : estudo de caso em uma instituição pública bancária." reponame:Repositório Institucional da UnB, 2013. http://repositorio.unb.br/handle/10482/14595.
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Esta dissertação apresenta uma análise dos elementos de sustentação da efetividade do uso do certificado digital em aplicações de Internet Banking, com estudo de caso de uma Instituição Pública Bancária, com nome fictício de Banco Capital. O Banco Capital, para implementar o projeto certificado digital no Internet Banking, adotou uma solução de framework de certificado digital que assina e verifica a assinatura digital em documento eletrônico, requisição carimbo de tempo de uma autoridade certificadora, válida o certificado digital e sua correspondente cadeia de certificação e gerencia as listas de certificados revogados. O presente trabalho foi desenvolvido com embasamento em pesquisas do setor bancário e revisões de literatura relacionadas ao tema, com a finalidade de analisar se a solução de framework de certificado digital trata os elementos suficientes que garantem a sustentação da efetividade do projeto na Instituição. O projeto certificado digital no Internet Banking está em fase de testes, o piloto está disponível para os acessos de empregados do banco, com previsão de expansão para todos os clientes. Durante a realização do estudo, a solução de framework de certificado digital apresentou características não satisfatórias em relação às considerações apontadas pelos autores. Uma proposta com recomendações é sugerida em forma de plano de ação. ______________________________________________________________________________ ABSTRACT
This paper presents an analysis of the elements supporting the effectiveness of using the digital certificate in Internet Banking applications, with case study of a Public Bank, with real name of Bank Capital. The Capital Bank, to implement the project digital certificate in Internet Banking, adopted a solution framework digital certificate that signs and verifies the digital signature on an electronic document, requests the time stamp of a certification authority, validates the digital certificate and its corresponding certificate chain and manages the certificate revocation lists. This work was developed with grounding in research in banking and literature reviews related to the topic, in order to examine whether the solution framework of the digital certificate is sufficient to ensure the support of the effectiveness of the project in the institution. The project digital certificate in Internet Banking is in the testing phase, the pilot is available for access to bank employees, with expected expansion to all customers. During the study, the solution framework of digital certificate presented unsatisfactory characteristics in relation to the considerations mentioned by authors. A proposal with recommendations is suggested in the form of an action plan.
Bartoo, Debora S. "Financial Services Innovation: Opportunities for Transformation Through Facial Recognition and Digital Wallet Patents." Antioch University / OhioLINK, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=antioch1370778739.
Full textSilveira, Alexandre da. "Relacionamento com os associados de uma instituição financeira cooperativa na era digital: Um estudo para identificação das dimensões de marketing de relacionamento mais valorizadas." Universidade do Vale do Rio dos Sinos, 2017. http://www.repositorio.jesuita.org.br/handle/UNISINOS/6481.
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UNISINOS - Universidade do Vale do Rio dos Sinos
Nas relações de negócio de uma instituição financeira o quesito qualidade é fator relevante para manutenção da relação com seu cliente e igualmente relevante na formação de vínculos para futuros novos negócios. Em instituições financeiras cooperativas o fator relacionamento é ainda mais importante, pois o cliente é visto como sócio, ou seja, parte integrante e responsável pelo empreendimento. Além da qualidade, existem características que são, igualmente, importantes para o estabelecimento e manutenção de um relacionamento e para obtenção de resultados através do mesmo, tais como: expectativa de benefícios do cliente, a expertise da instituição financeira, a comunicação, a duração, o comprometimento, a confiança, a satisfação, o desempenho, a cooperação. Mas dentre tantas dimensões de relacionamento, quais são efetivamente as mais relevantes? Ainda, com o advento da era digital, as instituições financeiras, buscando uma posição de vanguarda tecnológica, utilizam-se de novas tecnologias com potencial de operacionalizar um relacionamento digital em que a presença física das partes já não é um imperativo para as operações. Deste modo, o presente estudo buscou identificar quais são as dimensões de relacionamento mais valorizadas pelos associados de uma cooperativa de crédito num contexto tradicional, e, a partir de correlações entre as dimensões identificadas, avaliar eventuais mudanças de comportamento em virtude de um contexto digital. Os resultados do estudo puderam constatar, através de uma pesquisa survey com uma amostra de 325 respondentes, uma posição de destaque para as dimensões de relacionamento que possuem uma ligação entre os dois atores: cooperativa e associado. Aquelas dimensões que somente podem existir caso existam as duas entidades, cooperativa e associado. Por exemplo, comunicação. Comunicação só existe a partir de um relacionamento bilateral entre associado e cooperativa. Por outro lado, o estudo constatou que dimensões unilaterais, como expectativa de benefícios - pelo lado do associado - ou disposição à investimentos – pelo lado da cooperativa não são as mais relevantes nesta relação. Ainda, o advento da era digital mostrou que, mesmo em um contexto diferenciado, quando os canais de relacionamento e interação entre associado e cooperativa passam por evoluções tecnológicas significativas, as dimensões de relacionamento com essência bilateral permanecem sendo as mais relevantes.
The quality aspect is a relevant factor in the business relations of a financial institution for maintaining the relationship with its client and equally relevant in the formation of bonds for future new business. In cooperative financial institutions, the relationship factor is most important because the client is an associate, that is, an integral part and responsible for the enterprise. In addition to quality, there are characteristics that are equally important for establishing and maintaining a relationship and for achieving results through it, such as: customer benefit expectation, financial institution expertise, communication, duration, Commitment, trust, satisfaction, performance, cooperation. However, among so many dimensions of relationship, which are actually the most relevant? With the advent of the digital age, financial institutions, seeking a technologically advanced position, use new technologies with the potential to operationalize a digital relationship where the physical presence of the parties is no longer an imperative for operations. In this way, the present study sought to identify which are the most valued relationship dimensions of the members of a credit union in a traditional context, and, based on correlations between the identified dimensions, to evaluate eventual behavior changes due to a digital context. The results of the study showed, through a survey with a sample of 325 respondents, a prominent position for the relationship dimensions that have a link between the two actors: cooperative and associate. Those dimensions that can only exist if there are two entities, cooperative and associated. For example, communication. Communication only exists from a bilateral relationship between associate and cooperative. On the other hand, the study found that unilateral dimensions, such as expectation of benefits - on the side of the associate - or willingness to invest - on the cooperative side are not the most relevant in this relationship. Moreover, the advent of a digital age has shown that, even in a differentiated context, where the channels of relationship and interaction between associate and cooperative undergo significant technological evolutions, the dimensions of relationship with bilateral essence remain the most relevant.
Kaya, Mine, and Natalie Aoudo. "Digitalisering av banktjänster och dess påverkan på Generation X." Thesis, Södertörns högskola, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-41772.
Full textКутишенко, Р. С. "Управління корпоративним бізнесом в умовах цифрової економіки." Thesis, Одеський національний економічний університет, 2021. http://local.lib/diploma/Kutishenko.pdf.
Full textУ роботі узагальнюються особливості використання цифрових технологій при банківському обслуговуванні корпоративного бізнесу. Цифровізація світової економіки, що відбулася за останнє десятиліття, спричинила підвищення конкуренції на ринку фінансових послуг, змусивши банківську систему реагувати на нові виклики. Завдяки прогресу цифрових технологій фінансові послуги трансформуються та стають більше орієнтованими на клієнтів. Виникли банки, які працюють лише через мобільні додатки, а надавачі послуг інтернет-платежів розширилися та пропонують споживче кредитування. Використання цифрових технологій у банківській діяльності дозволить банкам поліпшити якість і прибутковість не лише від надання банківських послуг, а й від підвищення ефективності супутніх процесів, таких як управління персоналом, аналітична діяльність, забезпечення безпеки інформації тощо. На основі проведеного аналізу автором зроблені висновки, що для створення повноцінного ринку банківських послуг в умовах цифровізації в Україні доцільно було б вирішити проблеми, які постали перед даною сферою. Надані рекомендації щодо удосконалення банківського обслуговування корпоративного бізнесу в АТ «Південний» щодо підвищення стандартів якості обслуговування клієнтів, впровадження нових банківських продуктів, подальшого вдосконалення інноваційної стратегії розвитку. Під чaс дoслiдження викoристoвyвaлися нaстyпнi зaгaльнoнayкoвi метoди: yзaгaльнення тa системaтизaцiя; пoрiвняння; системний aнaлiз.
The paper summarizes the features of the use of digital technologies in corporate banking. The digitalisation of the global economy over the past decade has led to increased competition in the financial services market, forcing the banking system to respond to new challenges. With the advancement of digital technologies, financial services are being transformed and become more customer-oriented. Banks have emerged that operate only through mobile applications, and Internet payment service providers have expanded to offer consumer lending. The use of digital technologies in banking will allow banks to improve the quality and profitability not only of providing banking services, but also of improving the efficiency of related processes such as personnel management, analytical activities, information security and more. Based on the analysis, the author concluded that to create a full-fledged market for banking services in the context of digitalization in Ukraine, it would be appropriate to solve the problems facing this area. Recommendations for improving the banking services of corporate business in JSC "Southern" to improve the quality of customer service, the introduction of new banking products, further improvement of innovative development strategy. During the research, the following general methods were used: generalization and systematization; comparison; system analysis.
Tessima, Rose Mari. "O que pensam as pessoas com deficiência sobre a inclusão no setor bancário brasileiro: um estudo qualitativo." Universidade Católica de Brasília, 2018. https://bdtd.ucb.br:8443/jspui/handle/tede/2457.
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People with disabilities use banking services, however, in the empirical literature little evidence has been found linking the issue of the Person with disability and the accessibility with the offer of banking services. To characterize the theme, a literature review was carried out which emphasized: the technical standards. The legislation on Inclusion of Persons with Disabilities in the various segments of society. Their rights and obligations. The technological development that provides greater independence to the Person with Disabilities. Assistive technologies. Credit lines provided by banks for the acquisition of equipment, orthoses, prostheses and financing of architectural projects for residential accessibility. Banking applications for the segments of the Person with Disabilities. In this review it was found that there is a good evolution in the development of assistive technologies that seek to offer a better quality of life for the People with Disabilities. Brazil has good legislation regarding the rights and obligations of the Person with Disabilities, but there is still a way to be followed so that this legislation is understood, respected and fulfilled by Brazilian society, but this is a matter of cultural evolution that still lacks some time to consolidate. It was also found that there is a line of credit available to People with Disabilities, but it does not serve the entire population of people with disabilities. Banks are using technologies to provide care for this audience, such as screen reader, biometrics for customer identification, extracts in braille. Participants in the survey were People with Disabilities, with disabilities: physical, visual and auditory, who are clients of banks, not having been a profile of persons with associated disabilities. Having ascertained with the interviewees that they see their relationship with banks and banking products as "normal", not characterizing as good or bad, but very similar to what any ordinary citizen receives from banks, that many of his observations are common to other customers.
Pessoas com deficiência utilizam serviços bancários, entretanto, na literatura tem-se encontrado pouca evidência que relacione a questão da Pessoa com Deficiência e a acessibilidade com a oferta de serviços bancários. Para caracterizar a temática realizou-se uma revisão de literatura e análise documental que enfatizou: as normas técnicas; a legislação referente a Inclusão da Pessoa com Deficiência nos diversos segmentos da sociedade; seus direitos e obrigações; o desenvolvimento tecnológico que propicia maior independência a Pessoa com Deficiência; as tecnologias assistivas; linhas de crédito disponibilizadas pelos bancos para aquisição de equipamentos, órteses, próteses e financiamento de projetos de arquitetônicos de acessibilidade residencial; aplicativos bancários destinados ao segmento de Pessoa com Deficiência. Na análise, apurou-se que existe uma boa evolução no desenvolvimento de tecnologias assistivas que buscam oferecer melhor qualidade de vida para as Pessoas com Deficiência. Apesar do Brasil ter uma boa legislação no que se refere aos direitos e obrigações da Pessoa com Deficiência, ainda existe um caminho a ser percorrido para que esta legislação seja entendida, respeitada e cumprida pela sociedade brasileira, mas esta é uma questão de evolução cultural que ainda carece de certo tempo para se consolidar. Identificamos a existência de uma linha de crédito dedicada para as Pessoas com Deficiência, mas que não atende a toda esta população de pessoas com deficiência devido as regras de utilização. Observamos que os bancos estão utilizando novas tecnologias para oferecer atendimento para este público, tais como leitor de tela, biometria para identificação do cliente, extratos em braile. Participaram da pesquisa Pessoas com Deficiência, com deficiência: física, visual e auditiva, que são clientes de bancos, não tendo sido perfil pessoas com deficiência associada. Foi apurado junto aos entrevistados que eles vêm sua relação com os bancos e produtos bancários como “normal”, não caracterizando como bom nem como ruim, mas bem parecido com o que qualquer cidadão comum recebe dos bancos, que muitas de suas observações são comuns aos demais clientes.
Koshyna, L. M. "The development of International banking in the context of global financial imbalances." Master's thesis, Sumy State University, 2019. http://essuir.sumdu.edu.ua/handle/123456789/75552.
Full textThe master’s thesis focuses on research of models of banking business considering the crisis tendencies of the financial market. The paper analyzes the concept of financial crisis, its causes and consequences. A retrospective analysis of the causes, features and consequences of major global financial crises was conducted. Research also provides an analysis of the recent financial crises in Ukraine and the main implications of the 2008-2009 financial crisis for the global banking market. The master’s thesis examines traditional approaches to banking business models, investigates trends in changing banking business models in the digital economy, and develops recommendations for evaluating the effectiveness of the banking business model in terms of its resilience to crisis phenomena.
Nierdele, Michele Andréa. "Inclusão digital e restrições de acesso à tecnologia: o caso dos terminais de auto-atendimento bancário." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2009. http://hdl.handle.net/10183/16884.
Full textInvestigates the perception of users on the usability of the system of self-service banking. Context and use of ICT in socio-economic scenario and the contemporary cultural, warning of the seriousness of the problem of digital exclusion and the importance of usability in promoting inclusion. Highlights aspects of the information society and the changes in the world in areas such as education and work. Addresses the problem in quality. As instruments for data collection using the bibliography and semi-structured interview. Shows the empirical research conducted in the Agency Chapecó, the Caixa Economica Federal in-Chapecó SC, that apart from users of the system of self-service banking, covers attendants and representative of the financial institution. That users face problems in the use of such equipment and the difficulties perceived by the interviewees indicated the need for improvements in usability of the terminal, but also reinforce the considerations on the processes of digital inclusion, which should prioritize more than the mere provision of Information and Communication Technologies for people. The conclusions refer to the seriousness of the problem of digital exclusion and the need for effective initiatives to combat it.
Stéen, Johanna, and Felicia Olofsson. "Relationskvalitet i en digital kontext : En studie av SME-bankrelationen under Covid-19 pandemin." Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-22545.
Full textThe development of the digitalization has resulted in a change from paper-based cash to card and internet payments. This change has made it possible to execute bank related activates all hours of the day and can be performed anywhere. As a result, the physical bank relations are limited and replaced by digital solutions. The on-going pandemic has accelerated the digitalization further, where the digital environment is the new normal. As a result, digitalization today is no longer voluntary but instead a more forced behavior. In order for the banks to retain long term customer relationships, it is critical that the quality is fulfilled despite the digital interactions. To investigate the quality of digital relations within banking, this study examines the quality of the relations together with three influential factors: engagement, trust and satisfaction. Unlike earlier research within this field, this study will apply the quality of the relations in a digital context, which results in an alternative empirical focus. The study investigates SME- bank relations since that is a large and important customer group. Therefore, it is of great interest to examine how SME experience the quality of digital solutions within banks. The method of this study is based on a positivistic philosophy with a deductive approach where the theoretical framework is based on previous research. A quantitative research method is applied to collect the empirical data through internet-based surveys. The result of the study was analyzed based on the answer from 176 respondents. The result shows that trust and satisfaction effects the quality of digital relations between banks and SME.
BRODERICK, MARTIN, and RASMUS PALM. "PSD2 - A Catalyst for the Future of Retail Banking : Banks’ strategies to reach a competitive advantage from PSD2 in Sweden." Thesis, KTH, Industriell ekonomi och organisation (Inst.), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-236492.
Full textDen nya EU-regleringen, andra betaltjänstdirektivet (PSD2), kommer att förändra hur bankmarknade fungerar idag. Det kommer att förplikta banker, med konsumentens samtycke, att ge tillgång till kontoinformation och därmed öppna marknaden för nya aktörer. Denna studie syftar till att ge en förståelse för de effekter som PSD2 kommer att ha på bankmarknaden i Sverige och hur bankerna kommer att agera för att klara de förändringar som medförs. Det finns få akademiska artiklar om PSD2, och rapporterna som finns är i större utsträckning publicerad av konsulter. Därför syftar denna rapport till att bidra med en akademisk rapport som utforskar banker från en strategisk synvinkel, med utgångspunkt i teorin om konkurrensfördelar och öppen innovation, för att analysera bankernas strategier för att möta PSD2. Detta kommer att vara grunden för att få en förståelse av den framtida utvecklingen av den svenska bankmarknaden. För att få en djupare förståelse av bankernas strategier för att möta PSD2 har en fallstudie gjorts där 10 halvstrukturerade intervjuer har genomförts med 10 olika banker som är verksamma i Sverige - det motsvarar större delen av marknadsandelen på den svenska bankmarknaden. Från de empiriska resultaten i denna rapport är det uppenbart att väldigt få banker anser att endast följa PSD2 är ett bra strategiskt alternativ. I stället ser de flesta banker större affärsmöjligheter i PSD2 och från denna studie är det uppenbart att marknaden är på väg mot “open banking”. Vägen mot “open banking” skiljer sig mellan bankerna. Alla banker kommer att fokusera på att bli kompatibla men på grund av skillnader i storlek, kapacitet och resurser försöker bankerna skilja sig genom olika metoder. Vissa banker kommer omedelbart att ta sig an “open banking”, medan andra börjar med att bli en producent av tjänster och därmed bestämma huruvida de ska gå in i “open banking” eller inte. Vad som har tydliggjorts från analysen av de empiriska resultaten är att inga banker kommer att börja med att bli distributör av mer avancerade APIer till tredje parter.
Reggiani, Nicola. "The corpus of Greek medical papyri and digital papyrology." Universitätsbibliothek Leipzig, 2016. http://nbn-resolving.de/urn:nbn:de:bsz:15-qucosa-201726.
Full textKarahanli, Naz Gizem, and Johannes Touma. "Digitalization of the customer experience in banking Use of AI and SSTs in complex/sensitive tasks: pre-collection." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-300899.
Full textDen digitala revolutionen förändrar banksektorn och hur banker skapar värde och levererar tjänster till sina kunder. Kundupplevelse blir huvudpelaren för digitalt transformerade banker genom självbetjäning tekniker (SST) och användningen av artificiell intelligens (AI). Forskningsfokus för denna studie är att undersöka effekterna av den moderna tekniken när man hanterar känslig information och känslomässiga möten inom banksektorn. En fallstudiemetod har använts med en djupgående undersökning bestående av både interna och externa intervjuer för Valhalla Bank i Sverige. Externa intervjuresultat presenterade gäldenärens perspektiv genom att redogöra för de största utmaningarna under återbetalning processen. E-bank kanaler och lösningar har dominerat kundernas preferenser med en hoppfull syn på att bygga upp förtroende för relativt ny teknik. Studien avslutades med att besvara de viktigaste forskningsfrågorna och föreslå praktiska konsekvenser för finansinstituten. Banker bör proaktivt söka både tydliga och latenta behov för olika kundsegment, samtidigt som deras mest värdefulla tillgång är kundernas digitala fotavtryck. Alla kundinteraktion data har potential att bli källan till att optimera samtals planering, anpassning av skript eller utvärdering av kundupplevelse. Kunder förväntar sig flexibilitet och frihet att välja mellan mänsklig interaktion och självbetjänings teknik. Känsliga ämnen kan hanteras med digitala verktyg när de kan ge avancerad funktionalitet med mognad för att skapa förtroende och säkerhet. Slutligen, även om tekniken upplevs som ”kall” med brist på empati och känslor, särskilt när det gäller komplexa och känsliga uppgifter som skuldfrågor, är kunderna redo att experimentera eftersom de inte är bekväma eller nöjda med de nuvarande mänskliga interaktionerna. Oavsett tillståndet för en finansiell instituts digitala resa bör kunderna vara välinformerade om ny teknik medan bankerna prioriterar etisk kontroll med detaljerade handlingsplaner för att ge en nära och transparent relation där alla typer av kunder kan känna sig värderade och förstådda.
Näsholm, Johansen Johanna, and Amin Noor Al. "E-loyalty in digital platforms : How do the employees in banks experience their work with customer e-loyalty, individually and in relation to each other?" Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-354624.
Full textAl-Chalabi, Mustafa, and Lawand Bahram. "The Digital Transformation of the Swedish Banking Industry : A study on the digitalisation of Swedish banks and how it affects their perspective on customer experience." Thesis, Uppsala universitet, Institutionen för informatik och media, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-360164.
Full textDen svenska banksektorn har länge varit i framkant när det kommer till digitala ledarskap. Dock, så har denna sektor för närvarande börjat halka efter andra branscher, och en närmare titt på branschen visar att nischbanker har mindre utmaningar när det kommer till att anpassa efter ny teknologi än större banker. Det finns många studier om särskilda digitaliseringsområden inom banksektorn men inget omfattande om de strategier som krävs för digital transformation inom banksektorn. Eftersom att forskningsområdet är nytt, så finns det mindre tidigare forskning på digital transformation i dagens benämning. Därför är den centrala frågan i denna avhandling “Vad anser respondenter i den svenska banksektorn att deviktigaste faktorerna för digitalisering för kundupplevelse är och vilka konsekvenserna avdigitalisering kan vara?” för att ta reda på vad som påverkar digitala strategier hos ett urval av svenska banker. För att besvara forskningsfrågan, genomfördes semistrukturerade intervjuer med relevanta profiler inom banksektorn som arbetar med digitalisering och strategi på en ledningsnivå. Intervjuerna var utförda med fem respondenter från fyra olika banker. I kombination med denna forskningsmetod, implementerades forskningsstrategin Fallstudie. Resultaten visade att digitalisering är i fokus bland de responderande bankerna, av olika skäl. Skälen kan ses som grovt indelat i två kategorier, interna skäl och externa skäl. De interna skälen har att göra med att effektivisera nuvarande interna processer och skapa mer tillgängliga resurser för andra projekt. De externa skälen var alla mot kunden, för att i ett eller annat sätt förbättra kundupplevelsen. För att förbättra kundupplevelsen så ligger fokus på personalisering av de digitala produkterna och tjänsterna. Dock har personalisering sina risker. Det kan misslyckas om organisationen försöker personalisera mot en större kundgrupp och därmed inte nå upp den nivå av personalisering som krävs av de olika kundsegmenten. Vissa banker bedrivs 100% digitalt, vilket innebär att de inte har några fysiska bankkontor för kunder att besöka, och därmed är deras arbete på ett sätt eller ett annat sätt digitalt arbete. Bank och finansbranschen förändras ständigt, och juridiska faktorer spelar en betydande roll i denna kontinuerliga förändring. Inte nog med att de juridiska faktorerna påverkar hur banker fungerar internt, så påverkar de även konkurrenskraften hos de olika aktörerna och med det, hur mycket digitaliseringen kan påverka. Studiens slutsats är att digital transformation påverkar kraftigt strategierna hos banker i Sverige genom kundbehov, konkurrens och juridiska faktorer.
Šimek, David. "Připravenost bank na přechod na digitální bankovnictví." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-264298.
Full textReichert, Taís Araldi. "Fatores comportamentais e tecnológicos como determinantes na adoção de modelo de relacionamento bancário digital para micro e pequenas empresas." reponame:Repositório Institucional da UCS, 2017. https://repositorio.ucs.br/handle/11338/3449.
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The availability of digital banking services is increasing, with the need to follow the evolution of technology in the service sector. However, for the success of banking strategies in the provision of services and products in digital form, it is essential to analyze the acceptance and adoption of this service model by its users. This dissertation evaluated the perception of users in relation to the adoption of digital banking services, through the investigation of a Digital Banking Relationship Model, offered to micro and small companies, which are customers of Banco Beta. In this perspective, this study proposed as a general objective to analyze the existing relations between behavioral factors, based on the UTAUT theory (Unified Theory of Acceptance and Use of Technology), and technological factors, contained in the theoretical model of TTF ( Task-Technology Model Fit), as determinants for the adoption of a model of digital banking relationship. The methodological procedures consisted of a quantitative research, of a descriptive character, adopting as strategy for data collection the survey method, with 156 respondents. Data analysis was performed using the multivariate statistical techniques, including the Structural Equation Modeling, with the purpose of analyzing and understanding the relationships proposed in the Theoretical Model of the research. For this research three theoretical models were proposed, investigating individually the UTAUT and TTF models and later the unification of both models as an integrated vision. For the theoretical model of TTF, the results show that the characteristics of the task influence significantly and positively the characteristics of the technology; the characteristics of technology significantly and positively influence the adjustment of the model, which in turn influences significantly and positively the behavioral intention. For the UTUAT Theoretical Model, significant and positive influence relationships were evidenced, from performance expectancy to behavioral intention, from expectation of effort to behavioral intention, from habit to behavioral intention and from habit to behavior of use. As for the Integrated Theoretical Model, the positive and significant influence relationships are confirmed from the performance expectancy for behavioral intention, from habit to behavioral intention, from the characteristics of the technology to the adjustment. This study contributes to the understanding of user perceptions, providing empirical evidence of behavioral and technological relations as determinants in the adoption of digital banking technology.
Carlsson, Josefine, and Linnéa Falk. "Att styra informellt : En studie om hur digitaliseringen påverkar användningen och anpassningen av informella styrmedel inom banksektorn." Thesis, Linköpings universitet, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-166071.
Full textBackground: The banking sector is acting in an increasingly complex and changing environment due to digitalization. Because of the rapidly changing market, requirements have been set for how the banks internally organize their operations in order to remain competitive. Informal control systems have therefore become more central as they are more flexible and more easily to adapt to the fast-moving environment. In order to achieve a flexibility that allows the banks to stay competitive, an understanding of the adaptation and use of the informal control systems in connection with the digital change is required. Aim: The study aims to contribute to an increased understanding of how the informal control systems can be used and adapted to meet change such as digitalization. Methodology: The study uses a qualitative cross-sectional study design where four banks have been studied. The empirical data consists of seven semi structured interviews with employees of Swedish banks. Furthermore, the study is based on a hermeneutic philosophical standpoint with an abductive approach. Conclusion: The study shows that the banks use communication, competence development and organizational culture to meet the digital change. The informal control systems have been influenced and adapted in different ways to meet the digitalization. Communication has become more frequent and easily accessible, the competence development is more digital, and the organizational culture has had to adopt a more trustbased and open culture. In order for the banks to be able to meet the digital change, the study shows the importance of using communication, competence development and organizational culture to create a learning climate that promotes change. Finally, the informal control systems must interact with each other in order to create the right conditions for the banks to meet the digital development. Hence the role of the leader is important to make sure that the control systems are used in an integrated way
Finnhult, Emma, and Emelie Fernholm. "Storbankernas digitala kundrelationer : - en kvalitativ studie om digitaliseringens påverkan på kundrelationer inom banksektorn." Thesis, Högskolan i Halmstad, Akademin för företagande, innovation och hållbarhet, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-44683.
Full textДобровольська, Є. В. "Банківський бізнес в умовах цифровізації." Thesis, Одеський національний економічний університет, 2021. http://local.lib/diploma/Dobrovolska.pdf.
Full textУ роботі розглянуті теоретичні основи цифровізації банківського бізнесу. Розкрито сутність та ознаки цифровізації. Охарактеризовано види цифрових технологій сучасного банку. Визначено основи законодавчого регулювання цифрової трансформації банків. Проаналізовано практичні аспекти цифровізації в сучасному банківському бізнесі. Визначено вплив цифровізації на банківську діяльність в Україні. Досліджено рівень розвитку цифрових технологій в банківській системі України. Проаналізовано діяльність АТ «Альфа-Банк» та досліджено рівень впровадження цифрових технологій банку. Наведено напрямки розвитку цифрових технологій на ринку банківських послуг. Проаналізовано зарубіжний досвід використання цифрових технологій. Досліджено перспективи впровадження Нової стратегії НБУ.
The theoretical bases of digitalization of banking business are considered in the work. The essence and signs of digitalization are revealed. The types of digital technologies of a modern bank are characterized. The basics of legislative regulation of digital transformation of banks are determined. The practical aspects of digitalization in the modern banking business are analyzed. The influence of digitalization on banking activity in Ukraine is determined. The level of development of digital technologies in the banking system of Ukraine is investigated. The activity of JSC "Alfa-Bank" is analyzed and the level of introduction of digital technologies of the bank is investigated. The directions of development of digital technologies in the market of banking services are given. Foreign experience in the use of digital technologies is analyzed. Prospects for the implementation of the New NBU Strategy have been studied.
Hultman, Anna, and Mikaela Zarki. "Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104863.
Full textRedlinghuis, André Jacques. "Information protection in the digital banking environment." Thesis, 2012. http://hdl.handle.net/10210/5380.
Full textThe evolution of the Internet has led to the establishment of various value-adding products and services such as Internet banking (IB). Internet banking has changed the formal banking landscape forever. Some may argue that Internet banking has positively affected the lives of many, through providing services in a more convenient, efficient and effective manner, 365 days a year. However, the growth of the Internet has lead to the increase of various Information Technology (IT) problems and challenges. Today, individuals and organisations are faced with an increasing number of attacks via computer and Internet viruses, phishing scams and Internet hackers. Individuals and organisations must place greater emphasis on ensuring that their financial well-being is protected. The investment in adequate software and hardware has become critical to conduct financial transactions securely via the Internet. The level of security awareness should also be increased and established at various levels through comprehensive educational programmes. Extensive Internet banking awareness campaigns have been launched, but the level to which these campaigns are successful is uncertain. The main focus of this dissertation is to understand Internet banking customers’ perceptions on information protection when using Internet banking services and products, as various factors influence the perceptions of trust with regards to Internet banking. Trust is formed through a variety of factors from the influence of others on our own beliefs and values, to the experiences gained by using specific technology or processes over a particular period of time. An in-depth literature review forms the basic framework for the dissertation and is followed by an empirical component. The main goal of the literature review is to provide a solid theoretical framework and basis from which to conduct the empirical research. Chapters 2 to 4 delve into the evolution and development of the Internet and provide a perspective on the South African banking landscape. The various challenges the Internet banking domain is faced with, is explored, and the various opportunities that exist are extensively discussed. Trust, the major factor influencing the adoption of Internet banking services and products, is explored, and the factors that shape and diminish trust are discussed. The empirical study consisted of a close-ended questionnaire that was completed by a sample of University of Johannesburg (UJ) alumni. The study included 138 individuals who completed the close-ended questionnaire and the results were analysed by Statistical Consultation Services (StatCon), a statistical research unit within UJ. The results indicate that more should be done to ensure that individuals and businesses are well-versed on issues pertaining to Internet banking security and safety. The results further highlight that the quality of most of the individuals’ relationships with their formal bank branch diminished due to Internet banking. An interesting finding was that 80.7% of the respondents indicated that they would make use of Internet banking services and products, even though they are aware of fraudulent activities that take place via this Internet medium. The research findings provide financial institutions with valuable guidelines on how to plan and implement effective and efficient Internet banking education and awareness strategies.