The introduction of large-scale computing technology into British high street banking in the 1960s was a solution to shortages of space and staff. Computers required a first-time dislocation of customer accounting from its confines in the branch, where it had been dealt with by paper-based and mechanised systems, to a new space: the bank computer centre. The implications of this shift have, up until now, not been explored. While historians of business and technology have stressed the continuities between computerisation, punched-card machines, and centralised work, the demands of the computer on decentralised business activities have received little attention. This thesis addresses that shortcoming.The main vehicle for my analysis is a case study of Barclays Bank. I begin in 1954, when the bank took its initial steps towards branch computerisation, and end twenty years later, when the last of its branches was connected to the system. Blending oral testimonies with visual and written sources, I follow activities inside and outside the computer centre to consider the relationship between computers, business, space and work as the material and discursive aspects of computing technology are connected to existing banking practice.I contend that while computers did not appear to achieve the quantitative changes in staffing and space that the banks initially desired, there were qualitative effects that reveal different dimensions to technological change. I demonstrate how the computer centre was constructed as an iconic symbol of modernity to project a new organisational identity for the banks; how technology’s materiality changed the look of banking and signalled the approach of “Americanisation”; how the computer could provide opportunities both for learning and for expensive failure; and how the computer centre was a place that reconfigured temporal, occupational and organisational structures to become a nexus of new careers for bank workers turned computer specialists. The result is an analysis of computing use that moves beyond simple causal connections between computers, space and work to highlight the reciprocal and changing nature of their relationships.

Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage through greater knowledge of their customers. In turn, this increased knowledge is likely to also lead to increased: a) customer base, b) customer satisfaction, c) customer retention and, d) customer loyalty. The literature suggests that there is a knowledge gap, which relates to the reasons for CRM systems in adoption and usage as service delivery channels, as well as its effects on banks' customers. This is particularly the case with regards to the banks' customers' buying behaviour and is stemming from the fact that bank customers display some unique buying patterns. Based on the above, the aim of this study is to find out whether or not there is a potential influence of newly implemented CRM systems on consumer buying behaviour in the context of the Nigerian banking industry and also to assess the extent and nature of this influence (if any).

The purpose of this study is to investigate whether consumers’ negative emotions (loss and deterrence emotions) toward new e-banking technology influence their behavioral intention to adopt new emerging e-banking technology. This thesis tries to integrate the unified theory of acceptance and use of technology (UTAUT) with emotion as a non-cognitive factor and perceived risk as a well-known influential factor in the banking context. The Partial Least Square Structural Equation Modeling (PLS-SEM) was used for analyzing its conceptual model and hypotheses. To test the hypotheses and model of this paper, a sample of 109 students as young consumers of new emerging e-banking technology was collected in Sweden. The findings support the negative relationship between loss emotions and effort expectancy as one of the cognitive factors of the UTAUT. Loss emotions could impact consumers’ behavioral intentions through consumers’ effort expectancy and performance expectancy. Moreover, the results show that perceived risk and performance expectancy are the strongest predictors of consumers' behavioral intention to adopt new emerging e-banking technology respectively while social influence and hedonic motivation do not show a statistically significant impact on consumers’ behavioral intention. The present study contributes to previous research by examining the influence of a broad range of negative emotions on consumers' behavioral intention to adopt new e-banking technology. To the best of the author’s knowledge, there exists no other study referring to this issue neither in the banking industry nor with the Swedishenvironment.

Este estudo procurou conhecer o comportamento e a satisfação dos alunos dos cursos de especialização em administração, da Universidade de Taubaté, familiarizados com comunicação eletrônica, em relação aos serviços de caixas eletrônicos e de internet banking. A abordagem é a da pesquisa quantitativa, fazendo uso da estatística descritiva na análise dos dados e foram questionados 118 alunos matriculados nos cursos de pós-graduação da Universidade de Taubaté. Para as organizações obterem o sucesso desejado precisam estudar os mercados consumidores e o comportamento do consumidor. Neste caso, este mercado consumidor é constituído por pessoas do gênero masculino, com faixa etária entre 26 a 35 anos, com uma renda mensal familiar entre R$ 3.500,00 a R$ 10.000,00; a maioria dos questionados possui um grau elevado de familiaridade com a tecnologia. Quanto ao comportamento do consumidor, o informante deste estudo prefere os serviços de caixas eletrônicos. Este mercado opta, usando os caixas eletrônicos, o saque, seguido de extratos e depósitos e em relação ao atendimento pela internet banking, o serviço preferido foi o de extratos e transferências. A freqüência de uso dos serviços de caixas eletrônicos ficou em torno de 3 a 6 vezes ao mês e a freqüência em relação ao serviço de internet banking em mais de 10 vezes ao mês. Ao analisar o comportamento desses informantes pesquisados percebe-se que as influências internas e as externas fornecem indícios de como os bancos podem melhorar a qualidade de seus serviços. Em relação ao nível de satisfação desse público-alvo com a tecnologia observou-se que ela ainda não é perfeita, mesmo entre pessoas com bons conhecimentos em informática, elevada renda, alta escolaridade e idade não tão avançada. Em relação a internet banking, alguns clientes ainda têm desconfianças, medos e incertezas quanto à utilização dos serviços. Conclui-se que os alunos de pós-graduação estão familiarizados com o ambiente digital, aprovam a tecnologia bancária e encontram-se satisfeitos, mas ainda existem falhas e traços do comportamento do seu consumidor que os bancos precisam conhecer para melhor atender seus diferentes tipos de clientes. / This study aims to know about the behavior and satisfaction of the Students in the major courses in Administration from the University of Taubaté, familiarized with electronics communication, regarding to the services of electronic machines and internet banking. The approaching is the quantitative research making use of the descriptive statistics in the data analysis where 118 enrolled students in the Post-Graduated courses in the University of Taubaté were questioned. To have a successful result in any organization, it is necessary to study the market consumers as well as their behavior. In this case, the consumer market is constituted by male people between the age of 26 to 35 years old, with a monthly income of R$ 3.500,00 to R$10.000,00; and most of the surveyed people have a high familiarity with the techonology. In relation to the consumer behavior, the informer of this study prefers electronic machine services. This market opts to use electronic machines for making a withdrawal, followed by extracts and deposits related to the assistance By the internet banking, the favorite services were for extracts and transferences. The frequency of use on these electronic services were in 3 to 6 times per month in relation to the internet banking service which was more than 10 times per month. Analyzing the behavior of these surveyed informers we can notice that the internal and external influences provide indexes which show how banks can improve the quality of their services. Regarding to the satisfaction level of the target public, it was observed that its not perfect, yet, even though among the people with good knowledge in information technology, high income, high level of study and not such an advanced age. In relation to the internet banking, some customers are still suspicious, frightened and unsettled or in doubt to use the services. It is concluded that the Post-Graduation students are familiarized with the digital environment approving the banking technology and are also well satisfied, but there are still faults and behavior traces of the consumers the bank needs to know how to assist their different kind of customers.

The Nigerian microfinance banks often close their offices abruptly, leading to the loss of shareholders' funds. The purpose of this phenomenological study was to explore strategies microfinance bank directors use to maintain business sustainability. The concepts of microfinance banking, sustainability value, and strategic management theory formed the conceptual framework for this study. Twenty managing directors from microfinance banks in the Anambra state of Nigeria participated in semistructured interviews. The data analysis process involved the use of Moussakas' modified van Kaam process, which resulted in the emergence of 3 themes: strategic management, fear of microlending, and maintaining sustainability. The emergent themes indicated the necessity of a strategic management focus on maintenance of sustainability, growth in microfinance banking knowledge, best practice implementations, savings mobilization, technological input, and expansion of microlending services. The implications for positive social change involved the potential for bank directors to apply these findings to improve Nigerian microfinance banking performance and provide regular payments of shareholders' dividends. The increase in shareholders' funds and provision of credit administration to indigent Nigerians may contribute to economic growth within local communities, decrease crime, and increase income generating business activities in Nigeria.

Financial inclusion is a measure of the ability of a population to make use of financial services. High rates of financial inclusion in a country are empirically correlated with high levels of economic development in that country; low rates of financial inclusion are correlated with low levels of development. Thus, policy makers are generally agreed that one method to increase economic development is to increase the level of financial inclusion. Not all attempts to increase financial inclusion are successful. Initiatives to improve financial inclusion can fail when policy makers or financial service providers have incorrect perceptions about financial inclusion. They may have incorrect perceptions about the purposes and beneficiaries of financial inclusion, or incorrect perceptions about how technology can encourage financial inclusion. This thesis investigates the perceptions of Pakistani bankers about financial inclusion in Pakistan. A survey of 125 Pakistani bankers was conducted. The results of the survey show that while bankers want to improve financial inclusion, they have perceptions that limit their effectiveness in reaching this goal. First, bankers’ perceptions of the actual financial inclusion levels in the country are higher than generally accepted empirical measures. Second, their perceptions about the reasons for financial exclusion are limited to socio-economic factors like low income and education of people. Finally, they have limited appreciation of the role that technology can play in elevating the level of financial inclusion. Bankers show more interest in customer-facing technology than in back-end technical infrastructure, thus limiting the scalability and interoperability of their systems. Our guidance to policy makers is to address these perceptual problems through education and through government-backed technical infrastructure programs, thus better enabling the banking industry to improve financial inclusion in Pakistan.

Financial inclusion is a measure of the ability of a population to make use of financial services. High rates of financial inclusion in a country are empirically correlated with high levels of economic development in that country; low rates of financial inclusion are correlated with low levels of development. Thus, policy makers are generally agreed that one method to increase economic development is to increase the level of financial inclusion. Not all attempts to increase financial inclusion are successful. Initiatives to improve financial inclusion can fail when policy makers or financial service providers have incorrect perceptions about financial inclusion. They may have incorrect perceptions about the purposes and beneficiaries of financial inclusion, or incorrect perceptions about how technology can encourage financial inclusion. This thesis investigates the perceptions of Pakistani bankers about financial inclusion in Pakistan. A survey of 125 Pakistani bankers was conducted. The results of the survey show that while bankers want to improve financial inclusion, they have perceptions that limit their effectiveness in reaching this goal. First, bankers’ perceptions of the actual financial inclusion levels in the country are higher than generally accepted empirical measures. Second, their perceptions about the reasons for financial exclusion are limited to socio-economic factors like low income and education of people. Finally, they have limited appreciation of the role that technology can play in elevating the level of financial inclusion. Bankers show more interest in customer-facing technology than in back-end technical infrastructure, thus limiting the scalability and interoperability of their systems. Our guidance to policy makers is to address these perceptual problems through education and through government-backed technical infrastructure programs, thus better enabling the banking industry to improve financial inclusion in Pakistan.

There are various large competitors, dominating the digital payment market. These competitors acquire most of the customers, maintaining their dominant influence in the market by charging customers and merchant’s fees for mobile payments. The purpose of this study is to investigate and develop a payment system that connects various payment applications and bank services. This system is developed with the help of blockchain and open banking technology. The blockchain system is utilized as a secure universal database, while the open banking technology is used for transactions. This study proposes an architecture for a multi-sided payment platform. The architecture follows the microservice design pattern which allows the components of the system to be individually developed and maintained. A prototype system was developed as a proof of concept for the architecture, proving the possibility of a multisided payment platform. The “ICA Handla” payment application and Nordea (open banking) system were used to connect to the prototype through gateway programs. The purpose of gateway programs is to connect a mobile payment application or a bank service with the blockchain system. The multi-sided payment application creates opportunities in the digital payment market. / Det finns flera dominerande konkurrenter på den digitala betalningsmarknaden. Dessa företag har en majoritet av kunderna och upprätthåller sitt dominerande inflytande på marknaden genom att ta avgifter från kunder och handlare för mobila betalningar. Syftet med denna studie är att utveckla ett betalningssystem som ansluter olika betalningsapplikationer och banksystem med hjälp av blockkedjeteknik och öppen bankteknologi. Blockkedja-systemet används som en säker universell databas, medan den öppna banktekniken används för transaktioner. Denna studie utvecklade en arkitektur för en gemensam betalningsplattform. Arkitekturen följer ett mikro-tjänst designmönster vilket tillåter systemets komponenter att utvecklas och underhållas individuellt. En prototyp utvecklades som en konceptvalidering för arkitekturen, vilket bevisar möjligheten till en gemensam betalningsplattform. Betalningsapplikationen “ICA Handla” och Nordea öppen bankteknologi är anslutna till prototypsystemet via ett gateway program. Syftet med gateway programmet är att ansluta mobila betalningsapplikationer eller banktjänster med en blockkedja-system. Den gemensamma betalningsapplikationer skapar möjligheter på den digitala betalningsmarknaden.

Submitted by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-08-09T19:11:25Z No. of bitstreams: 1 RoseMariTessimaDissertacao2018.pdf: 1081652 bytes, checksum: 7f7ef89d8ae46f3e8effe828853d2532 (MD5) / Approved for entry into archive by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-08-09T19:11:53Z (GMT) No. of bitstreams: 1 RoseMariTessimaDissertacao2018.pdf: 1081652 bytes, checksum: 7f7ef89d8ae46f3e8effe828853d2532 (MD5) / Made available in DSpace on 2018-08-09T19:11:53Z (GMT). No. of bitstreams: 1 RoseMariTessimaDissertacao2018.pdf: 1081652 bytes, checksum: 7f7ef89d8ae46f3e8effe828853d2532 (MD5) Previous issue date: 2018-02-26 / 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.