Banksektorn har genomgått omfattande förändringar till följd av digitaliseringens framväxt. Ett bredare utbud av differentierade produkter har möjliggjort för konsumenter att utföra vardagliga bankärenden på egen hand. Detta har resulterat i att alltfler bankkontor stängs ner då det inte längre genererar samma lönsamhet, något som i sin tur reducerat den fysiska interaktionen mellan banker och deras konsumenter. Att produkter och tjänster blivit digitala har inneburit konsekvenser för banksektorn då det fysiska mötet utgjort en central del för konsumenters kundnöjdhet. Ett bredare utbud av differentierade produkter och tjänster har bidragit till en ökad komplexitet där avsaknaden av kompetens med hänsyn till datorer och teknik har påverkat konsumenters attityd till digitala produkter och tjänster. Då fysisk interaktion förekommer mer sällan är det avgörande för banker att utforma produkter och tjänster utefter konsumenternas behov. Då konsumenters beteendemönster tenderar att utvecklas i samma takt som digitaliseringen är det avgörande för banker att ha en förståelse om huruvida konsumenters attityd i relation till digitala produkter uppfattas samt bredda en förståelse om konsumenternas upplevelse med hänsyn till nya banktjänster. Då kundupplevelsen utgör grunden för kundnöjdhet är det betydelsefullt för banker att leverera en god upplevelse genom att möta kundens behov. Studien ämnade undersöka digitaliseringens inverkan på svenska bankkunders kundnöjdhet. Genom att studera detta var förhoppningen att få en bredare förståelse om huruvida svenska bankkunder upplever att digitaliseringen inverkat på deras kundnöjdhet. Studien tog avstamp i en tvärsnittsdesign med ett deduktivt tillvägagångssätt. Studiens datainsamling grundar sig i en kvantitativ metod och har genomförts genom en enkätundersökning i förhoppning om att nå en stor mängd respondenter. Antalet respondenter som deltog i studien uppgick till 241 där samtliga blev kontaktade via sociala medier. En regressionsanalys har använts för att studera sambandsmönster mellan studiens beroende-, oberoende- samt kontrollvariabler. Studiens teoretiska referensram utgörs av kundnöjdhet, digitalisering, TAMmodellen samt kundupplevelse. TAM-modellen samt kundupplevelse utgör i denna studie grunden för att närma sig ett svar kring hur digitaliseringen inverkat på svenska bankkunders kundnöjdhet. Med utgångpunkt i dessa två teorier framgick det att digitaliseringens inte haft någon negativ inverkan på kundnöjdhet men att det istället effektiviserat konsumenters sätt att uträtta bankärenden. Vidare framgår det av studiens resultat att upplevelse i allmänhet är en bidragande faktor till en högre grad av kundnöjdhet. / The 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.

Electronic banking (hereafter referred to as digital banking), has not been fully embraced by local South Africans, in comparison to larger more established banking industries of the world. Despite the research literature available on e-commerce, much is still unknown about digital banking drivers in developing countries such as South Africa. In particular how clients feel about this form of banking and what the strategic challenges that require resolution for local consumers and banks to both benefit from this symbiotic relationship. Arguably, digital channels are the future of banking globally as the autocatalytic nature of the internet and mobile devices continue to fuel digital transformation. In order for local banks to leverage this area of technological evolution, customer perceptions about this service platform, particularly the areas that were targeted for this investigation need to be prudently considered from a customer perspective for future corrective measures that need to be undertaken and ultimately solve for customer satisfaction. Many South Africans have been early adopters of digital banking services, however many are still wary of this form of banking. A “magic pill” for implementation was not sought after, but rather a learning approach to embrace the opinions and perceptions of consumers.

Problem The banking industry is changing with new technologies and the financial sector is exposed to the strong pressure of change. All this appearing as a result of the ongoing digitalization. Purpose The purpose of this thesis is to gain a deeper understanding of how Swedish banks internally work with digitalization. Also, to create an understanding of the banks’ views of challenges, opportunities, and the future perspective of the Swedish banking industry that follows with digitalization. Theoretical Framework The theoretical framework has been developed from our three keywords: Digitalization, Bank industry and Digital banking. The theoretical foundation of this thesis is presented to create an understanding of the concept of digitalization. Methodology A qualitative research approach is used in this thesis where interviews are conducted with highly insightful respondents from each bank to fulfil the purpose and answer the research question. Empirical Findings The result of the empirical data collection consists of primary data collected through interviews with four major banks in Sweden. Conclusions All banks have a different internal approach to digitalization. However, there is no one-size-fits-all solution for a successful strategy, and the banks must adapt their internal work in order to manage the digitalization in the most suitable way. Although there are some difference and similarities in how banks internally work with digitalization, it is evident that the banking industry is changing along with the digitalization. We are facing a new reality where the digitalization brings both challenges and opportunities. The banks have a positive perspective on the future of digitalization. However, we will probably see a lot of changes in the banking industry in the near future.

Electronic banking (hereafter referred to as digital banking), has not been fully embraced by local South Africans, in comparison to larger more established banking industries of the world. Despite the research literature available on e-commerce, much is still unknown about digital banking drivers in developing countries such as South Africa. In particular how clients feel about this form of banking and what the strategic challenges that require resolution for local consumers and banks to both benefit from this symbiotic relationship. Arguably, digital channels are the future of banking globally as the autocatalytic nature of the internet and mobile devices continue to fuel digital transformation. In order for local banks to leverage this area of technological evolution, customer perceptions about this service platform, particularly the areas that were targeted for this investigation need to be prudently considered from a customer perspective for future corrective measures that need to be undertaken and ultimately solve for customer satisfaction. Many South Africans have been early adopters of digital banking services, however many are still wary of this form of banking. A “magic pill” for implementation was not sought after, but rather a learning approach to embrace the opinions and perceptions of consumers.

Background: In connection with the digitalisation of banking services, new players establishing themselves in the market and increased awareness that there is a large variety of attractive banking services among private banking customers, the banking sector is undergoing major changes. Individuals are often customers in different banks at the same time for different purposes. It is therefore important for bankers to identify determinants that can be of important nature when the customer chooses a bank and banking services. Purpose: The overall purpose of the study is to create an understanding of how digitization of previously physically performed banking services and how other determinants affect how private banking customers, in the age range 40-55, choose banking and banking services. Furthermore, the study aims to present proposals for future improvement work for the banks in line with the factors identified in the study. Method: To achieve the purposes of this study, a combination of two methods was used: quantitative method and qualitative method. The quantitative method was applied through a web-based survey and the qualitative method through individually made interviews. Conclusion: A conclusion can be drawn that bank customers belonging to generation X, the middle age, have a positive experience of digitalization of previously physically performed banking services. Furthermore, the main determinants that affect bank customers when choosing a bank are; recommendations from friends and family, interest rates on loans, friendliness and helpful staff, the bank's reputation and availability. Improvement proposals from customers to the banks showed that customers want to see more work in sustainability and to see better alternatives for customers whose technological ability is not good, for example the older generation.

Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2017-08-08T12:47:22Z No. of bitstreams: 1 Alexandre Da Silveira_.pdf: 2127937 bytes, checksum: 5333be6b4491aeb9044325024cb7098c (MD5) / Made available in DSpace on 2017-08-08T12:47:22Z (GMT). No. of bitstreams: 1 Alexandre Da Silveira_.pdf: 2127937 bytes, checksum: 5333be6b4491aeb9044325024cb7098c (MD5) Previous issue date: 2017-05-24 / 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.

The face of banking has changed dramatically over the last few decades, and in no area does this statement hold more true than in the domain of digitalization. One term that has been relentlessly repeated when discussing the past, present and future of this development is ”Digital Transformation”. Digital Transformation can be tersely defined to mean change driven by digital technologies, with the potential to increase efficiency in existing processes, as well as to allow for new and novel technology-driven problem solutions and business models. Despite the fact that Swedish major banks have come a long way in their digital transformation efforts, there is a lot of evidence that points towards this process not proceeding fast enough. This study is an effort to get a general overview of the main barriers and mechanisms that are causing this development to proceed at a slower rate than might otherwise be desired, and to investigate how actors within the Swedish banking sector are seeking to overcome said barriers. This is done primarily through the interviewing of key personnel within major Swedish universal banks. The majority of the interviews are conducted with employees from a single major Swedish universal bank, taking the form of a case study, while a smaller number of interviews are conducted with individuals associated with other banks, in an effort to provide increased generalizability. The results of the study show that barriers standing in the way of continued digital transformation in the Swedish banking sector can generally be categorized into one of the following categories: Legacy Infrastructure, Organizational Structure, Organizational Culture, Incentive Structure, Resource Insufficiency, Regulation, and Failure in Management. The solutions and models discussed to address these issues included API First approaches, change driven through Cross-Functional Teams, and Collaborative Strategy Formulation. / Hur 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.

Customers' 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.

The focus of this thesis is on the readiness of banks for the transition to digital banking. Its goal is to present current trends that influence development of retail banking, the definition of digital banking and design recommendations for banks for developing the business model based on the analysis of banks competitors, qualitative research with customers, workshop with bank employees and analysis of customers life which will leats to simplification of the life of the customer so that they are ready for the transition to digital banking which will enable them to increase customers loyalty and prevent a decrease in revenues.

This thesis is a critical, exploratory analysis of the impacts to the banking industry in South Africa, in light of the wave of technological change and emergence, termed in popular discourse as the Fourth Industrial Revolution or 4IR. The 4IR has been argued to offer the transformative potential to change and disrupt current societal organization and provide opportunities for developing countries such as South Africa to “leapfrog” into development. Many argue that as technology advances and progresses, it can be used to address socio-economic, developmental challenges and deliver services. In the banking sector, particularly in the context of developing countries, as large portions of the population remain excluded from formal financial services, digital banking methods premised on the technologies of the 4IR have emerged as potential “solutions”. What is often understated, however, that this study highlights, is that such technological advancements hold challenges. Moreover, as they are presented as solutions to the socioeconomic difficulties of developing countries, like financial exclusion, it is important that this is understood contextually, and critically and such challenges are presented. Through primarily qualitative case studies of two banks, Standard Bank and TymeBank, the study aimed to uncover the processes of digitisation occurring as well as the social processes that underlie them. Findings show that indeed, tangible examples of “4IR”/digitisation are identified at the two banks through technical application of emerging technologies, such as cloud computing and machine learning. However, more concerning are the social processes and strategic decisions that result in and out of their adoption. The 4IR in the context of this study appears to replicate ongoing social and economic inequalities, through inadequate digital infrastructures, and omni-present interests of neoliberalism presenting as digital capitalism. Additionally, carrying concern of adverse effects to the employment and labour landscape, the 4IR is deconstructed for its rhetorical meaning which contrasts with the reality. Hegemonic representations of a 4IR and its proposed ‘transformative benefits' do not correspond with actual phenomena and risk the neglecting of fundamental social challenges that are deepened by and new ones emerging out of digitisation.