Nuo 1995 metų bankai pradėjo teikti savo klientams tiesiogines prieigas prie savo sąskaitų per internetą iš bet kurio pasaulio taško. Lietuvoje šios paslaugos vartotojų skaičius auga kiekvienais metais. Tačiau didėjant internetinės bankininkystės klientų skaičiui, daugėja ir su paslaugos vartojimu susijusių problemų. Viena didžiausių – vartotojų kompetencijos trūkumas naudojantis paslauga. Vieni nemoka atlikti paprasčiausių operacijų, o labiau patyrę vartotojai dažniausiai nebūna susipažinę su visomis internetinės bankininkystės galimybėmis. Darbe aprašomas bankininkystės žinyno modelis, sukurtas naudojant techninio rašymo principus ir pritaikytas atskiriems vartotojų segmentams. Modelio tinkamumas įvertintas atliekant eksperimentinį tyrimą, kuris susidarė iš virtualaus komandinio darbo projekto bei anketinės apklausos. / Since 1995 banks offer their clients direct access to bank accounts through internet from everywhere in the world. In Lithuania number of internet banking users is growing every year. During 9 months of year 2006, number of users has increased 24 %. More and more traditional banking features are implemented into internet banking and that makes internet banking complex. While the number of users keeps increasing, we have to face more problems too. In 2003 SEB Bankas carried out a research that indicated that one third of people do not use internet banking because they are not ignorant of this service. Beginners usually do not know how to perform basic features while advanced users are not familiar with the entire internet banking opportunities. The goal of this paper is to create an internet banking manual’s model that combines the principles of technical writing and will be adopted for separated user segments. Dual experimental research has been carried out to evaluate the created model.

The objective of this study was to determine the factors which can affect the adoption of e-banking in Cameroon. To conduct that research, we tried to understand how demographic characteristics, attitudes and social influences impact on the customer’s decision to adopt e-banking; to investigate barriers and challenges with regard to the adoption of e-banking; to identify the differences in perception regarding e-banking between e-banking users and non-users; and to determine whether or not e-banking offers more opportunities in comparison with the traditional banking system used in Cameroon. Through an in-depth interview and questionnaires filled by bank’s customer, the factors influencing the adoption of e-banking in Cameroon were identified. These were demographic factors such as age, income, educational level and occupation. Psychological factors such as perceptions of relative advantage, compatibility, complexity and perceived cost were also identified. Perceived risk was found to have a negative impact on e-banking adoption. A measure of the relationship between the factors and the adoption of e-banking was determined. Negative perceptions and attitudes influence the decision-making process, resulting in negative consumer behaviour outcomes. Social influences, including the opinions of friends, parents and colleagues, were found to have an influence on e-banking adoption. With regard to the research objectives that identified factors discouraging customers from using e-banking, the lack of trust, lack of information, lack of knowledge and perceived risk by non-users hindered the adoption of e-banking. Challenges and barriers with regard to e-banking adoption were also identified, namely resistance to change by bank employees, lack of knowledge, absence of e-laws and legislation for e-banking, absence of a proper telecommunications infrastructure and shortage of IT training. This research is especially valuable for the Cameroon banking industry, as the findings will provide insights for banks interested in implementing e-banking strategies. / Business Management / M. Com. (Business Management)

A internet é, seguramente, a mídia que mais se expande no mundo, tendo importância crescente em todos os campos da atividade humana, seja profissional, educacional ou meramente recreativo. Essa importância é visível não apenas no grande número de pessoas que a usam em seu dia-a-dia (cerca de 33 milhões de pessoas no Brasil, 220 milhões nos Estados Unidos e mais de 1 bilhão de pessoas no mundo inteiro), nem somente pelo ritmo de crescimento nos primeiros anos da web comercial, mas principalmente pelo enorme leque de possibilidades de conteúdos e serviços disponíveis para os internautas. Dentre essas possibilidades estão os serviços de comércio eletrônico ou ecommerce, um dos mais importantes e com maior crescimento nos últimos anos, e o internet banking ou e-banking, responsável por profundas mudanças na relação dos usuários de serviços bancários com seus bancos, chegando ao ponto de correntistas não freqüentarem suas agências bancárias por anos seguidos, servindo-se apenas dos serviços online para resolver seus problemas diários e usando-se dos ATMs para saques financeiros. Esta dissertação tem o intuito de aprofundar o conhecimento da relação dos internautas com esses dois serviços, e-commerce e e-banking, analisando o fato de os dados disponíveis sobre o uso residencial da internet no Brasil indicarem que há queda no uso do segundo serviço, enquanto o primeiro continua em contínua ascensão. Esse conhecimento é importante, principalmente porque ambos são considerados similares pela literatura e, além disso, apresentavam curvas de crescimento similar até o final de 2003. Esse conhecimento passa também por entender o motivo que faz com que a intersecção dos grupos de usuários residenciais dos dois serviços seja em torno de 50% apenas, já que o internauta brasileiro, basicamente das classes A e B, tende a ser um consumidor de ambos os serviços off-line. / The internet is, for sure, the media with faster and higher growth in the world, with growing importance in all areas of human activities, from professional, educational or for entertainment. Such importance is visible not only because there are a huge number people with internet access for daily activities (around 33 million in Brazil, 220 million in the United States and 1 billion people around the world, nor because its very positive growth curve, but mainly due to its range of possibilities of contents and services available to the users. Among these possibilities are the e-commerce, one of the most important and with great growth during the recent years, and the e-banking, responsible for deep changes in the relation between banking services users and the banks, allowing some clients to stop visiting their physical agencies, using only the online channel to solve their daily problems and the ATMs to get some cash. This work intends to go deep in the knowledge of the relation among the internet users and the two services, namely e-commerce e e-banking, analyzing why the available at-home data about the Brazilian web use indicates that the second mentioned service loses audience, while the first one continues to grow in terms of visitors. Such knowledge is important, especially because both services are considered similar by the literature and, besides that, used to present a similar growth curve until de end of the year 2003. This knowledge also needs to understand why the intersection of the two groups of domestic users of both mentioned services is around 50% only, as the Brazilian internet user belongs to the richest A and B socio-economic classes, and because of this fact tends to be a consumer of both services off-line.

This research is concerned with the development of a framework for the analysis and design of interfaces found in a security environment. An example of such an interface is a firewall. The purpose of this research is to use the framework as a method to improve the usability of an interface, thus aiding the user to implement the correct security features. The purpose is also to use the framework to assist in the development of trust between a user and a computer system. In this research the framework comprises six criteria which are used to analyse interfaces found in the traditional software environment, Internet banking environment and e-commerce environment. In order to develop the framework an overview of the fields of information security and human computer interfaces (HCI) is given. The overview provides background information and also establishes the existing research which has been done in these fields. Due to its popularity, the Windows Internet Connection Firewall is analysed in this research. Based on the criteria a level of trust fostered between the user and interface is calculated for the firewall. It is then shown how this level of trust can be improved by modifying the interface. A proposed interface for the firewall is presented according to the criteria. Interfaces found in the online Internet environment are discussed. This is important in order to identify the similarities and differences between traditional software interfaces and web interfaces. Due to these differences the criteria are modified to be relevant in the analysis and design of security interfaces found on the Internet. Three South African online banking websites are analysed according to the modified framework. Each interface is broken down into a number of components which are then analysed individually. The results of the analysis are compared between the three banking sites to identify the elements which make up a successful interface in an online banking environment. Lastly, three interfaces of e-commerce websites are analysed. Recommendations are made on how the interfaces can be improved, thus leading to a higher level of trust. / Labuschagne, L., Prof.

The aim of this Master thesis is to choose appropriate authentication method for logging in to the electronic banking. The chosen solution will serve as an additional factor for authentication and authorization of client and at the same time as the replacement of the outdated security method GRID card. Development and direction of the electronic banking is explained in the theoretical part of the thesis. Further on, the advantages of this channel that are provided to clients and bank, are described. Some of the trends which daily affect the direction of the electronic banking are also described. Security is very important part of the electronic banking and that is why it is mentioned in the each part of this thesis. The practical part contains proposed cancellation procedure of GRID cards and proposal of the new solutions that could replace them in the future. It also contains selection and description of evaluation criteria and multi-criteria evaluation of the selected solutions. Saaty method and scoring method were used to determine the weight of the particular criteria. Conclusion of the thesis compares achieved results of the individual authentication methods and assets of this Master thesis.

Banks are currently battling rising of fraudulent activities as it damages their relationship with their customers. Online banking fraud is decreasing trust and confidence among the customers and decreasing operating performance and increasing cost for the banks. This paper looks at online banking fraud in Norway and answers the research questions (1). How are bank customers attacked through the internet? and (2). How are banks trying to prevent fraudulent attacks against their customers? Interviews and document collection were used for data gathering, and in total, four interviews were conducted with academics and business professionals. The data were analysed using thematic analysis. The findings suggest that BankID fraud, Card fraud, CEO fraud, Investment fraud, Love scams and Phishing are among the most frequent attacks in Norway at present. Attacks contain elements of social manipulation, constantly change and are customized to target victims. The attacks have in common that they all are showing patterns of professionalizing. The study found that Norwegian banks are technologically advanced regarding fraud detection and authentication, and have put efforts into awareness against online banking fraud. However, the main issue of online banking fraud in Norway is seemingly grounded in the interactions made by the customers with the technology and not the prevention system the banks deploy.

Bakgrund: Konkurrensen inom banksektorn har på senare tid ökat, då digitaliseringen av tjänster har möjliggjort för nya aktörer likt neobanker att etablera sig på marknaden. Kvaliteten på tjänsteerbjudandet har stor påverkan på tjänsteföretagens framgång på marknaden. För att möta kundernas ökande krav på kvalitet bör bankerna ha ett kontinuerligt kvalitetsförbättringsarbete. Det finns därför ett behov att undersöka hur bankkunder ser på kvalitet samt hur banker bör prioritera sitt förbättringsarbete. Syfte: Denna studie syftar till att utforska hur svenska bankkunder upplever tjänstekvaliteten på internetbanken. Syftet är också att utreda vilka delar av internetbanken svenska banker bör prioritera i sitt förbättringsarbete. Metod: Studien har antagit en kvantitativ forskningsstrategi med en tvärsnittsdesign. Forskningsansatsen var deduktiv. Datan samlades in genom en digital enkätstudie baserad på frågor SSTQUAL samt WebQual. Strukturen med frågor kring upplevd och faktisk tjänstekvalitet baserades på SERVQUAL-ramverket. Studien använde sig av partial least square structural equation modelling (PLS-SEM) samt importance performance matrix analysis (IPMA) för att analysera den insamlade datan. Resultat: Studiens resultat visar att dimensionerna Design samt Bekvämlighet uppvisar den högsta upplevda tjänstekvaliteten. Dimensionerna Kommunikation samt Information uppvisar den lägsta upplevda tjänstekvaliteten. Samtliga dimensioner har ett negativt tjänstekvalitetsgap, vilket indikerar att kundernas förväntningar är högre ställda än vad de upplever att internetbanken faktiskt levererar. Sett till prioriteringsordningen för bankernas förbättringsarbete föreslår studiens resultat följande ordning: 1. Innovation, 2. Kommunikation, 3. Information, 4. Design, 5. Funktionalitet, 6. Säkerhet och 7. Bekvämlighet. Kunskapsbidrag: Denna studie har bidragit till en ökad förståelse för vilka dimensioner av internetbankens tjänsteerbjudande som är viktiga för kunderna och hur kunderna upplever tjänstekvaliteten inom dessa dimensioner. För banker kan studien ge värdefulla insikter om hur kunderna ser på kvaliteten och vilka dimensioner som bör prioriteras i ett förbättringsarbete. / Background: Competition in the banking sector has increased in recent years because of the digitalization of services which has enabled new players like neobanks to enter the market. A company’s service offering has significant impact on the firm’s success. In order to meet customers’ increasing demands for quality service, banks should continuously improve their service offerings. Therefore, there is a need to investigate how bank customers view quality and how banks should prioritize their improvement efforts. Aim: This study aims to investigate how Swedish bank customers experience the quality of service on the internet bank. The purpose is also to analyze which parts of the internet bank Swedish banks should prioritize in their improvement efforts. Methodology: The study has adopted a quantitative research strategy with a cross-sectional design. The research approach was deductive. The data was collected through a digital survey based on questions from the SSTQUAL and WebQual frameworks. The study's survey questions about perceived and actual quality of service were based on the SERVQUAL framework. The study used partial least square structural equation modeling (PLS-SEM) and importance-performance matrix analysis (IPMA) to analyze the collected data. Results: The study results show that the dimensions of Design and Convenience have the highest perceived quality of service. The dimensions Communication and Information show the lowest perceived quality of service. All dimensions have a negative service quality gap, which indicates that customer expectations are higher than what they feel the internet bank delivers. Regarding the order of priority for the banks' improvement efforts, the study results suggest the following order: 1. Innovation, 2. Communication, 3. Disclosures, 4. Design, 5. Functionality, 6. Security and 7. Convenience. Research contribution: This study has contributed to an increased understanding of which dimensions of the internet bank's service offering that are fundamental to customers and how customers experience the quality of service within these dimensions. The study provides valuable insights into how customers view quality and which dimensions banks should prioritize in its improvement efforts.

Выпускная квалификационная работа (магистерская диссертация) посвящена анализу международных межбанковских расчетов на современном этапе. Предмет исследования – экономические отношения, возникающие в процессе проведения международных межбанковских расчетов. Основной целью магистерской диссертации является изучение понятий, характеристик, структур и классификаций межбанковских расчетов. Выявление по результатам анализа основных проблем в осуществлении международных расчетов В заключении обозначены рекомендации по совершенствованию проведения международных расчетных операций. / Final qualifying work (master's thesis) is devoted to the analysis of international interbank settlements at the present stage. Subject of research – economic relations arising in the process of international interbank settlements. The main purpose of the master's thesis is to study the concepts, characteristics, structures and classifications of interbank settlements. Based on the results of the analysis of the main problems in the implementation of international payments in conclusion, recommendations for improving the conduct of international settlement operations are outlined.

The master's thesis is devoted to the development of methodological aspects of assessing the degree of customer satisfaction with remote banking services. The purpose of the research is to develop a methodology for analyzing customer's opinion about the quality of online banking services and a statistical evaluation of results. The paper concludes that increasing the availability and reliability of Internet banking increases the level of user satisfaction and contributes to improving the competitiveness of Iraqi banks in the context of digital transformation of society. / Магистерская диссертация посвящена развитию методических аспектов оценки степени удовлетворенности клиентов дистанционными банковскими сервисами. Целью исследования является разработка методики анализа клиентского мнения о качестве банковских интернет-сервисов и статистическая оценка полученных результатов. В работе сделан вывод о том, что повышение доступности и надежности интернет-банкинга повышает уровень удовлетворенности пользователей и способствует повышению конкурентоспособности иракских банков в условиях цифровой трансформации общества.

Usability refers to the study and measurement of the quality of human-computer interaction. Internet-based banking is a task-oriented, goal-directed, Web-based, E-commerce application where users access and manipulate bank accounts remotely through a Web browser interface. The examination of the usability of this interaction through the distributed medium of the Internet formed the research basis. The aims of the research are to review the application of general usability principles and properties to Internet-based banking, examine existing usability guidelines for hypermedia and Web design, and apply these during a structured evaluation of local and international online banking facilities. The research instrument is a combination of a checklist-based and heuristic evaluation, and is preceded by a task analysis. Three research questions are addressed and solutions suggested. These are related to improving Internet banking usability, finding the best approach for measuring this, and creating an awareness that Web usability is important. / Science / M.Sc. (Informatyion Systems)