Bakgrund: Digitaliseringen har transformerat bankmarknaden. Denna förändring har öppnat upp möjligheter för nya aktörer att konkurrera på marknaden. Detta har även lett till att fler kunder väljer att genomföra bankbyten eller komplettera med ytterligare bank/banker. Sparande har även ökat markant bland Sveriges privatpersoner de senaste 20 åren, vilket gör att det är en stor och viktig marknad för bankerna att fokusera på. Storbankerna har däremot förlorat marknadsandelar inom sparande till fördel för internetbankerna. Utvecklingen av bankmarknaden kan därför innebära att storbankernas dominans kan vara förbi. Syfte: Uppsatsen syftar till att undersöka hur storbanker kan bli mer konkurrenskraftiga inom placeringar gentemot internetbanker. Detta då digitaliseringen har förändrat sparmarknaden syftar uppsatsen även till att se hur privatpersoners sparbeteende har förändrats. Metod: För studien har en kvalitativ metod använts i form av semistrukturerade intervjuer samt dokumentstudie. Studien har utgått ifrån en deduktiv ansats, då intervjuerna har analyserat utifrån teorierna i referensramen. Detta för att besvara studiens syfte och frågeställningar. Slutsats: Storbanker kan bli mer konkurrenskraftiga genom att förbättra sina digitala lösningar, arbeta mer proaktivt samt applicera mer agila affärssystem. Studiens resultat visar även på att digitaliseringen har haft en stor inverkan på privatpersoners sätt att placera. Fler personer har genom digitaliseringen fått möjlighet till att kunna investera och intresset har vuxit markant. Fler personer idag är även mer riskbenägna än tidigare på grund av den goda börsutvecklingen de senaste 10 åren. Nyckelord: Digitalisering, Storbank, Internetbank, Konkurrenskraft, Kundnöjdhet, Placering / Title: Is the time of the major banks over? - The threat of digitalization for the major banks. Background: Digitization has transformed the banking market. This change has created opportunities for new players to compete in the market. This has also led to more customers choosing to carry out bank changes or supplement with additional bank / banks. Savings have also increased significantly among private individuals in Sweden over the past 20 years, which means that it is a large and important market for banks to focus on. The major banks, on the other hand, have lost market shares in savings in favor of the internet banks. The development of the banking market may therefore mean that the dominance of the major banks may be over. Purpose: The thesis aims to investigate how large banks can become more competitive in investments against internet banks. As digitalization has changed the savings market, the thesis also aims to see how private individuals' savings behavior has changed. Method: For the study, a qualitative method has been used in the form of semi- structured interviews and document study. The study has been based on a deductive approach, as the interviews have been analyzed based on the theories in the frame of reference. This is to answer the study's purpose and questions. Conclusion: Major banks can become more competitive by improving their digital solutions, working more proactively and applying more agile business systems. The results of the study also show that digitalization has had a major impact on the way individuals invest. Through digitalization, more people have got the opportunity to invest and the interest in investments has grown significantly. More people today are also more risk-averse than before due to the good stock market development over the past 10 years. Keywords: Digitization, Major Banks, Internet Banking, Competitiveness, Customer Satisfaction, Investment

Denna kvalitativa studie belyser traditionella- och internetbanker i Sverige ur ettinnovationsperspektiv med fokus på kundvärde. Internetbankerna erbjuder idag tjänster somkan utföras när som helst av kunderna vilket gör att den traditionella banken inte är likarelevant som förr. För att skapa kundvärde bör bankerna använda sina tjänster på rätt sätt iden digitala eran som råder för att attrahera kunder. Genom att ta fram relevant sekundärdataoch primärdata i form av en intervju har användbar information tagits fram som besvaratstudiens syfte och frågeställningar. Studiens syfte är att undersöka hur för- och nackdelar medinnovationen internetbank kan hanteras för ett ökat kundvärde. Kopplat till syftet finnsföljande frågeställningar: Vilka fördelar och nackdelar har traditionell bankverksamhetrespektive internetbank? Hur kan fördelar med traditionell bankverksamhet tjänstefieras iinternetbank för att skapa ett ökat kundvärde? Hur kan nackdelar med internetbank minskas,elimineras eller vändas till fördelar? En intervju med ett fallföretag genomfördes för att fåtillgång till primärdata som tillsammans med insamlad teori skapade en analysdel som vidareskapade en slutsats. I analysen diskuterades att det är relevant att ha både traditionell ochinternetbaserad bankverksamhet för att skapa en helhet som ökar kundvärdet. För det ärtydligt att det finns olika typer av behov av olika grupper människor vilket gör att det inte kanfungera på ett sätt. Det digitala utanförskapet där flera äldre befinner sig kan finnadigitaliseringen och tjänster på internet som är svåra att behärska. Slutligen kan detkonstateras att samhället ständigt utvecklas med nya digitala lösningar vilket gör attinnovativa idéer är viktiga för att vara konkurrenskraftiga och skapa ett ökat kundvärde. / This qualitative study sheds light on traditional and internet banks in Sweden from aninnovation perspective with focus on customer value. Internet banks today offer services thatcan be performed at any time by customers, which means that the traditional bank is not asrelevant as before. In order to create customer value, banks should use their services in theright way in the prevailing digital era to attract customers. By producing relevant secondarydata and primary data in the form of an interview, useful information has been produced thatanswers the study's purpose and questions. The purpose of the study is to investigate how thepros and cons of internet banking innovation can be handled for increased customer value.Linked to the purpose are the following questions: What are the advantages anddisadvantages of traditional banking and internet banking respectively? How can advantagesof traditional banking be serviced in internet banking to create increased customer value?How can the disadvantages of internet banking be reduced, eliminated or turned intoadvantages? An interview with a case company is conducted to gain access to primary datawhich together with collected theory and analysis is further created and concluded. In theanalysis, it was discussed that it is relevant to have both traditional and internet-basedbanking in order to create a whole that increases customer value. Because there are differenttypes of needs of different groups of people, which means that it can not work in one way.The digital exclusion in which many older people find themselves may find digitalization andservices on the internet difficult to master. Finally, it can be stated that society is constantlydeveloping with new digital solutions, which means that innovative ideas are important to becompetitive and create increased customer value.

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)

自1990年代網路開始盛行後，在資訊流、物流、金流的技術上都有很大的進步，代表金流的網路銀行，所扮演的角色愈來愈重要，不再僅僅是交易的一個環節而已，未來能提供使用者兼具便利及安全的金流服務，將成為金融機構競爭的優勢之一。國內無論是新銀行或老銀行，也不論是大銀行與小銀行，皆跨入網路銀行之領域，其考量點仍在於國內上網人數已有八百萬之規模，網路財力銳不可當之情勢下，紛紛將銀行業務抬上了網路的檯面，期得藉由網路銀行鞏固現有客源，降低成本，並期待藉由網路銀行提升自身的競爭力，成為一個「全方位的銀行」。 本研究藉由探討實際網路銀行客戶的資料，提醒銀行業者瞭解仍有許多未被善加利用的資源，可藉由系統性的分析，達到需求創新，激發新成長點子，創造獲利來源。在供給面方面，探討網路銀行之技術安全策略及經營上之看法，在需求面方面，藉由實際網路銀行的顧客為樣本，作為實證研究，分析瞭解顧客行為，期能在現有使用交易及服務中，找到顧客怎麼使用，如何用於理財行為等，以了解顧客類型及需求，重新區隔現有顧客群，進而篩選目標顧客，找到並滿足顧客更高階的服務需求，提昇顧客滿意度，建立深層的顧客關係。

Šiandien visos pasaulio valstybės akcentuoja neįgaliųjų integraciją, skaitmeninės atskirties mažinimą, yra kuriami socialinės integracijos įstatymai, rekomendacijos, kuriose kaip vienas iš svarbiausių punktų minimas prieinamumas. Šis prieinamumas apima ir informacijos prieigą – teisę į informaciją. Todėl, atsižvelgiant į tai, jog: 1) rega yra svarbiausias žmogaus pojūtis, o jos netekimas apsunkina informacijos prieigą bei galimybę naudotis tomis paslaugomis, kuriomis naudojasi negalios neturintys žmonės, 2) internetinė bankininkystė suteikė galimybę asmeninius finansus tvarkyti neišeinant iš namų, o tai dėl komplikuoto neregių mobilumo yra ypač jiems aktualu, 3) siekiant sumažinti skaitmeninę neregių atskirtį, yra sukurta daugybė rekomendacijų, metodikų ir pagalbinių priemonių, palengvinančių internete esančios informacijos prieigą yra aktualu išsiaiškinti, kaip Lietuvos komercinių bankų teikiamos internetinės bankininkystės paslaugos yra prieinamos regos negalią turintiems asmenims. Magistro darbo tikslas – išanalizuoti prieigos prie internetinės bankininkystės paslaugų užtikrinimą Lietuvos komerciniuose bankuose asmenims su regėjimo negalia. Šiam tikslui keliami uždaviniai yra: išnagrinėti internetinės bankininkystės paslaugas; išanalizuoti asmenų su regėjimo negalia skaitmeninės atskirties mažinimo galimybes; ištirti Lietuvoje veikiančių komercinių bankų internetinės bankininkystės paslaugų prieinamumą neregiams; išsiaiškinti, ar bankai imasi specialių priemonių tam, kad... [toliau žr. visą tekstą] / Nowadays, all of the world emphasizes the integration of disabled people, bridging the digital divide, is creating laws of social integration and recommendations in which accessibility is one of the key points. This includes the accessibility of information - the right to information. Therefore, given the fact that: 1) the vision is the most important human sense and its’ loss impedes the access to information and to those services which are used by people without disabilities; 2) internet banking is an opportunity to manage personal finances from home, which is especially important for blind people with complicated mobility; 3) on purpose to reduce the digital divide of blind people a lot of recommendations, methodologies and tools are created in order to facilitate access to online information; it is relevant to find out how Lithuanian commercial banks providing Internet banking services are accessible to visually impaired persons. The aim of this master work is to analyze the access to the online banking services in Lithuanian commercial banks for the people with visual disabilities. The goals of the work: to explore an online banking service; to analyze the digital divide bridging opportunities of persons with visual disabilities; to explore online banking services accessibility to the blind people in the commercial banks which operate in Lithuania; to find out whether the banks undertake special measures that their online banking services are available to people with... [to full text]

This doctoral thesis represents an investigation into financial fraud in online banking and card payment systems in the UK and China, involving network security, online financial transactions, internet fraud, card payment systems and individuals' perception of and behaviours towards electronic environments. In contrast to previous studies, the research questions were tackled by survey questionnaires both in the UK and China, with a particular interest in fraud and attempted fraud. The main findings from the UK respondents were that those with higher IT skill and younger respondents are more likely to be defrauded on the internet. Certain types of online activities are associated with higher risks of fraud, these being internet banking; online shopping and media downloading. Furthermore, four predictors (internet banking, online education services, downloading media and length of debit card usage) provided significant effects in the logistic regression model to explain fraud occurrence in the UK. Based on the data collected in China, younger respondents were more likely to have higher general IT skill and higher educational qualifications. However, online shopping was the only online activity which was significantly correlated to fraud occurrence. Finally, two predictors (frequency of usage of online shopping and number of debit cards) were selected in the logistic regression model to explain fraud occurrence in China.

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.

University of Macau / Faculty of Law

Developments in information technology and tangible computing facilitate the human’s life by inventing Self Service Technologies SSTs where it changed the way we interact with the environment as well as new technologies did. Nowadays, a lot of new technologies have embodied computer inside such as smartphone and computer tablets. Previous studies in adoption of SSTs research treat customer behavior towards technology based services. However, recent studies recognize that participants have different attitude towards different technologies even if these technologies used to support the same service. Therefore, in our thesis we are going to study the effect of smartphone i.e. iPhone and computer tablets i.e. iPad on adoption of three services of SSTs Internet Banking, Online Shopping and Self Check In Machine at Airports. Is there any hesitation while people adopting with this technology? If yes, why does it happen? Our data were collected by conducting a pilot and empirical study via using quantitative and qualitative approaches. We conducted our study at Umeå, Sweden. The study findings present the effect of adoption through age, family, friends, money, knowledge, using technology in public and private places, mobile technology and computer tablets, and Interface design on adoption SSTs. We found that participants were influenced by new technology for adopting SSTs. Participants did not use Online Shopping as much as they use Internet Banking, especially in the private places. Concerning the Self Check in Machines, participants were differential in which some tend to use it and others did not.

Den teknologiska utvecklingen har under de senaste decennierna fått en allt större betydelse i samhället. Som en naturlig följd av detta har bankernas verksamhet förändrats, bland annat genom ökat utbud av tekniska tjänster och produkter. Tidigare studier påvisar att människans beteende har förändrats i takt med samhällets utveckling och måste idag vänja sig vid att allt mer kommer att hanteras via de teknologiska distributionskanalerna. Dessutom menar forskare på att banker inte kan stanna upp med sitt förändringsarbete idag utan bör ständigt analysera hur den teknologiska utvecklingen kan tillfredsställa dess organisation samt kunder. Det vi har undersökt i denna C-uppsats är hur bankernas förändringsarbete ser ut med tanke på den teknologiska utvecklingen. Banker har tidigare inte varit snabba med att genomföra förändringar utan de har snarare varit trögrörliga. Därmed uppkom intresset att studera hur banker agerar vid den teknologiska utvecklingen. Vilka förändringar som bankerna genomför, vilka tjänster och produkter som lanseras samt vilka tjänster och produkter som tas bort. Det som är intressant är hur förändringsarbetet ser ut och om det finns skillnader och likheter mellan de olika bankerna. Syftet med vår studie är att belysa hur den teknologiska utvecklingen påverkar förändringsarbetet i olika banker och vilka skillnader och likheter som finns. Vi har använt oss av en hermeneutisk forskningsfilosofi och en kvalitativ metod. Detta valdes eftersom vi ville få en djup förståelse för hur förändringsarbetet ser ut i dagens samhälle. Beslut om förändring tas av personer som innehar en högt uppsatt position inom banker. Men för att skapa en djup förståelse för deras förändringsarbete har vi intervjuat personer som sitter med i ledningen och medarbetare. / Technological development has in recent decades become increasingly important in the community. As a natural consequence, banks' activities changed, partly through increased range of technical services and products. Previous studies indicate that human behaviour has changed as society and must now get used to more and more will be managed via the technological distribution channels. In addition, scientists believe that the banks can’t stay up with the change management today but should constantly analyse how technological developments can satisfy its organization and customers. There we have investigated in this thesis is how the banks change looks like, given the technological developments. Banks have previously not been quick to implement changes but have been rather sluggish. Thus arose the interest in studying how banks operate at the technological development. What changes that banks perform, the services and products being launched and what services and products are removed. What is interesting is how the change process looks like, and if there are differences and similarities between the different banks. The purpose of our study is to illustrate how technological developments affect the change process in different banks and what differences and similarities there are. We have used a hermeneutic research philosophy and a qualitative method. This was chosen because we wanted to get a deep understanding of how the change process looks like in today's society. The study has been limited to three banks in Southern Sweden, since a larger study would not have been possible in this short time. Decision to change taken by persons who hold a senior position within the banks. But to create a deep understanding of their changes, we have interviewed people who sit in the management and employees.