For three decades research has been conducted about the adoption of new channels and technologies within banking, examining the determinants for why people adopt a new channel or not. According to Mckinney [16], most bank customers prefer to perform as many of their transactions through one single channel and they only go to another channel when the preferred one fails. Meanwhile, a study by Google [14] showed that 46% of the users that conduct  financial tasks switch device before completing the task. The contradictory data leaves the community with questions about how the users view and use different banking channels. This paper aims to provide a better understanding of user behaviour across channels in the banking sector. It identifies if, and which of, the omni-channel principles (seamless interaction, optimization and consistency) are relevant in the Swedish banking context.  A study took place over a three week period in Stockholm, based on a qualitative approach (interviews) and delimited to simple everyday banking tasks and to mobile and desktop channels. Results from the study show that users had a low need to switch between channels for the same task. Main reasons for choosing one device over the other were screen size, keyboard size, portability and availability which are physical characteristics that cannot change with omni-channel principles. The results suggest that a more unified user interface design based on the omni-channel approach lacks relevance for the simple everyday banking tasks, as users will probably not switch between devices even if the approach is applied. It also suggests that taking advantage of the strengths of each device is a good principle to follow when designing for cross-device systems like digital banking. / De 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.

Den här studien har genomförts mot bakgrund av att bankerna i Sverige blir alltmer digitala. Detta skapar utmaningar för bankerna vad gäller att bevara kundrelationer och kundförtroenden i den digitala kontexten. Studien syftar till att undersöka hur en svensk storbank arbetar med att bevara kundrelationer och kundförtroenden gentemot sina privatkunder samt vilka utmaningar som upplevs kring detta. Som val av teori har olika koncept inom relationsmarknadsföring använts. Data har inhämtats genom en fallstudie på Nordea via nio semistrukturerade intervjuer med anställda som besitter erfarenhet av bankens strategiska arbete. Studien indikerar på att Nordeas relationsstrategier innebär att ge kunderna en sömlös omnikanal-upplevelse med hjälp av såväl analoga som digitala kanaler. En av det största utmaningarna inom området för banken verkar följaktligen vara att överföra de personliga relationerna till en digital kontext. Därtill tyder resultatet på att Nordea arbetar brett med att bevara kundförtreonde, bland annat genom att vara en aktiv samhällsaktör.

During the last two decades, technological development and digitalization have had a major impact on societies worldwide. Industries have been forced to adapt to the technological development and implement new technology in order to remain competitive. The banking sector has undergone a transformation, in which traditional banking operations have become digital. Digital banking and the distance between bank and customers which follows, brings new challenges to the sector, such as elevated risks and new conditions to interact and build customer relationships. Majority of existing literature in the area of digital banking have focused on the adoption and acceptance of digital banking, while research of how trust among customers are affected by the digitalization remains limited. Therefore, our study aims to fill this gap. Trust is essential in any kind of relationship, and crucial in digital banking. The purpose of this paper is to investigate if digitalization affects customer trust in the context of digital banking. Further, the paper investigates whether perception of risk and perception of relationship affect customer trust in digital banking. Three hypotheses were developed based on existing research, predicting that digital banking usage, perception of risk and perception of relationship with the bank have an effect on customer trust. This study adopts a quantitative method, where data were collected through an online survey questionnaire. In total, a sample of 171 were obtained. Proposed hypotheses were tested using a multiple regression analysis, where our three independent variables were analyzed against the study’s dependent variable, and the two controlling variables age and gender. The empirical findings revealed that digital banking usage do not have an effect on customer trust in digital banking, while the perception of risk in digital banking has a significant influence on customer trust. Moreover, the perception of relationship with the bank has a significant influence on trust. Finally, age was shown not to moderate the relationship between independent and dependent variables, while gender was shown to have a relationship with independent and dependent variables. Empirical results aim to help the banks understand which factors are affecting customers’ trust and focus their attention to develop safer security systems and develop stronger relationships with their customers to build and maintain trust. / Under 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.

Структура магистерской диссертации включает в себя введение, три главы, заключение и библиографический список.В первой главе рассмотрены теоретические аспекты развития банковского сектора в условиях цифровой экономики.Во второй главе проведен сравнительный анализ цифровой трансформации банковского сектора.В третьей главе разработаныпредложения по трансформации банковского регулирования в условиях развития цифровых технологий в России. В заключении сформированы основные выводы. / The structure of the master's thesis includes an introduction, three chapters, a conclusion and a bibliography. The first chapter examines the theoretical aspects of the development of the banking sector in the digital economy. The second chapter provides a comparative analysis of the digital transformation of the banking sector. In the third chapter, proposals are developed for transforming banking regulation in the context of the development of digital technologies in Russia. In the conclusion, the main conclusions are formed.

As a response to the increased awareness of digital banking together with the Covid-19 pandemic, digital banking has emerged as a true contender to traditional banking in Malaysia. Digital banking services (DBS) serves as a technological advancement to enhance the usefulness and access of all banking features. In order to successfully implement DBS, the awareness of customers’ personal attributes is of significance. Therefore, this study contributes by zooming in on young customers in Malaysia and investigates their intention to use DBS in general as well as highlighting differences between the two specific core banking services deposit and loan. To assess this, the research adopts a quantitative deductive approach, building a conceptual framework upon previous technology adoption theories such as Technology acceptance model (TAM), Diffusion of innovation (DOI) and Unified theory of acceptance and use of technology (UTAUT). Furthermore, data was collected through a survey answered by 432 Malaysian students in Kuala Lumpur and analyzed through PLS-SEM and MGA.  The study found five significant drivers directly or indirectly influencing the intention to use DBS. While some of these drivers had been tested previously, the study developed a fresh constellation of drivers which to the best of the authors’ knowledge had not been tested previously. The analysis demonstrates distinct differences in the relationships between drivers for digital deposit and loan services. Overall, these results provide valuable insights for financial institutions seeking to enhance their digital banking offerings and cater to the preferences of young customers in Malaysia.

El uso del internet y sobre todo de la banca móvil en los últimos años ha surgido de una forma más dinámica, debido a que los consumidores han empezado a tener un uso más frecuente con las tecnologías móviles, más aún en este tiempo en donde el usuario se ha visto obligado a adoptar ello en la vida diaria, lo cual origina que la tecnología le permita desenvolverse mejor en su medio. Este documento propone un modelo de investigación para entender la relación que existe entre las dimensiones de calidad y confianza con la satisfacción del uso de la banca digital de los clientes de las entidades micro financieras. Para ello se ha realizado un estudio cuantitativo en base a encuestas a 400 clientes del sector micro financiero de Lima, Perú. En donde se tomado un muestreo no probabilístico con el fin de poder controlar las características de la muestra, en función a lo requerido. En ese sentido se ha optado por un análisis de estudio correlacional, donde lo que se ha buscado es determinar la relación positiva o negativa entre dos o más variables. / The use of the internet and especially mobile banking in recent years has emerged in a more dynamic way, due to the fact that consumers have begun to have a more frequent use of mobile technologies, even more so in this time where the user he has been forced to adopt it in his daily life, which means that technology allows him to function better in his environment. This document proposes a research model to understand the relationship that exists between the dimensions of quality and trust with the satisfaction of the use of digital banking by the clients of microfinance entities. For this, a quantitative study has been carried out based on surveys of 250 clients in the microfinance sector of Lima, Peru. Where a non-probability sampling was taken to be able to control the characteristics of the sample, depending on what is required. In this sense, a correlational study analysis has been chosen, where what has been sought is to determine the positive or negative relationship between two or more variables. / Trabajo de investigación

В исследовании рассмотрены роль финансового сектора в создании эко-системы и методические подходы к оценке конкурентоспособности. Предложены рекомендации по совершенствованию модели эко-системы банка. / The study examines the role of the financial sector in creating an eco-system and methodological approaches to assessing competitiveness. Recommendations for improving the bank's eco-ecosystem model are proposed.

Submitted by NATALIA MUNIZ BARRETO GONCALVES (nmbarretogoncalves@gmail.com) on 2017-06-20T22:08:32Z No. of bitstreams: 1 Dissertacao final19062017.pdf: 3243509 bytes, checksum: 177731502de63373e89097c1362070b2 (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2017-06-21T13:05:57Z (GMT) No. of bitstreams: 1 Dissertacao final19062017.pdf: 3243509 bytes, checksum: 177731502de63373e89097c1362070b2 (MD5) / Made available in DSpace on 2017-07-05T14:16:04Z (GMT). No. of bitstreams: 1 Dissertacao final19062017.pdf: 3243509 bytes, checksum: 177731502de63373e89097c1362070b2 (MD5) Previous issue date: 2016-12-15 / A evolução tecnológica ocorre de forma vigorosa e acelerada nos dias atuais e em consequência, organizações se estruturam, criam estratégias, buscam se adequar e adaptar a essas novas tecnologias, com o propósito de permanecerem competitivas em relação aos seus concorrentes e de manterem seus negócios perenes. Essas mudanças têm causado alterações no comportamento humano, em relação ao consumo e a forma de agirem, por exemplo. O objetivo deste trabalho é apresentar um estudo de caso para ensino com foco em entender como o funcionamento das agências digitais bancárias, a agência bancária do futuro, do banco Delta Ômega, pode ser vantajosa para o banco, para os clientes e para seus funcionários e quais os pontos de melhoria. Tendo em vista, principalmente, uma nova forma de relacionamento e interação com os clientes voltada para o futuro. Nesta trajetória, o banco Delta Ômega tem colhido frutos promissores da decisão de implantação das agências digitais. A utilização deste estudo de caso para ensino permitirá ao docente abordar os referenciais teóricos de estratégia empresarial, teorias dos recursos da firma e conectá-los às ações promovidas pelo banco Delta Ômega para a implantação dessas agencias do futuro e os seus impactos para os clientes, funcionários e para o banco. / Technological evolution has a vigorous and rapid pace these days and as result organizations are well structured, try to create new strategies, and seek to adjust and to adapt to these new technologies. These changes have caused new challenges in human behavior in the bank, in relation to how to implement these digital agencies and how to manage the new forms of interaction between customers and employees. This case study will allow enable the professor to address to his students important questions regarding fundamental theoretical framework like resource based view, strategic human resources model, the network society and new forms of behavior and new technologies.

Abstracts in English, Afrikaans, Zulu, Tsonga and Portuguese / The purpose of the study was to develop a model of attitudes toward digital banking, by exploring the relationship between values, culture, the diffusion of innovation and the Technology Acceptance. In addition, actual behaviour in the use of digital banking, as well as the moderating effects of gender, age, education level, income, and urban versus rural backgrounds, was included to provide additional insights into the financial services market in Maputo, Mozambique. A quantitative survey with a convenience sample (n = 403) of bankable individuals (male and female) between the ages of 21 and 60, was conducted from 2015–2018. The findings revealed significant relationships between the variables included in the empirical model. Structural equation modelling indicated that the data were a good fit, resulting from the use of a correlations-derived measurement model. These findings provide new insights into the development of tailor-made digital banking actions to drive usage in different segments, which will contribute to the body of knowledge on consumer behaviour and digital banking adoption and use. / Hierdie studie se doel was om ’n model van ingesteldhede teenoor digitale bankwese te ontwikkel deur ondersoek in te stel na die verband tussen waardes, kultuur, die diffusie van innovering en die aanvaarding van tegnologie. Werklike gedrag wanneer digitale bankwese gebruik word, asook die modererende effek van gender, ouderdom, onderwysvlak, inkomste en stedelike teenoor plattelandse agtergrond, is ingesluit om bykomende insigte te verkry in die finansiëledienstemark in Maputo, Mosambiek. ’n Kwantitatiewe opname met ’n gerieflikheidsteekproef (n = 403) van bankbare individue (manlik en vroulik) tussen die ouderdomme 21 tot 60, is in die tydperk 2015 tot 2018 onderneem. Die bevindinge toon dat daar beduidende verbande is tussen die veranderlikes wat by die empiriese model ingesluit word. Die modellering van strukturele vergelykings toon dat die data goed gepas het omdat ’n korrelasie-afgeleide metingsmodel gebruik is. Hierdie bevindinge lei tot nuwe insigte in die ontwikkeling van pasgemaakte digitalebankwese-aksies om gebruik in verskillende segmente aan te dryf. Dit sal bydra tot die bestaande kennis van verbruikersgedrag en die aanvaarding en gebruik van digitale bankwese. / Inhloso yalolu cwaningo bekuwukwenza imodeli yendlela yokubona mayelana nokusebenzisa ibhangi ngendlela yedijithali, ukuhlola ubudlelwane phakathi kwama-value, usiko, ukusabalala kobuqambi kanye nokwamukelwa kwetheknoloji. Nangaphezu kwalokho, indlela yokuziphatha ekusebenziseni ibhangi ngendlela yedijithali, kanye nemiphumela ethobayo yobulili, iminyaka yobudala, izinga lemfundo, ingeniso, kanye nokuqhathanisa abasemadolobheni nabasemakhaya, kwabandakanywa ukuhlinzeka ngemibono engezelelekile kwimakethe yamasevisi ezezimali eMaputo eMozambique. Kwenziwe inhlolovo ngobuningi ngesampuli ye-convenience (n = 403) wabantu abasebenzisa ibhangi (abesilisa nabesimame) abaphakathi kweminyaka engu 21 kanye nengu 60 kwenziwe ukusukela ku 2015–2018 Imiphumela iveza ubudlelwane obubalulekile phakathi kwezinto ezehlukene ezibandakanya imodeli yobufakazi obubambekayo. I-structural equation modelling ikhombise ukuthi ulwazi belungoluhambisana kahle, ngokuvela kumphumela wokusebenzisa i-correlations-derived measurement model. Okutholakele kunikeza imibono emisha ngokukuthuthukiswa kwezinyathelo zokusebenzisa ibhangii ngendlela yedijithali okuhlinzekelwa abantu ngokuhambisana nabo, ukuphakamisa ukusetshenziswa ngabantu bemikhakha ehlukene, lokhu okuthela esivivaneni kumthamo wolwazi ngendlela yokuziphatha kwabasebenzisi, kanye nokwamukelwa kokusebenzisa ibhangi ngendlela yedijithali kanye nokusetshenziswa. / O presente estudo tinha como objectivo desenvolver um modelo de atitudes em relação à banca electrónica explorando a relação entre os Valores, a Cultura e a Difusão da Inovação e Aceitação de Tecnologias. Além disso, o comportamento real relacionado com o uso de serviços da banca electrónica, assim como o efeito moderador do género, idade, nível de escolaridade, rendimentos e os contextos urbano versus rural foram incluídos para permitir melhor compreensão do mercado de serviços financeiros de Moçambique (Maputo). De 2015 a 2018, fez-se um inquérito quantitativo em uma amostra de conveniência (n = 403) de indivíduos bancáveis (masculinos e femininos) com idades compreendidas entre os 21 e os 60 anos. Os resultados revelaram relações significativas entre as variáveis incluídas no modelo empírico. A modelagem de equações estruturais indicou um bom número de dados, o que resultou num modelo canónico de medição derivada de correlações. Ademais, faz-se uma exposição e interpretação de achados sensíveis sob o ponto de vista ético no contexto de banca electrónica baseado no consumidor. Estes achados servirão de base para um novo conhecimento para o desenvolvimento de acções de banca electrónica personalizadas com vista a incentivar o uso em diferentes segmentos, o que acrescentará valor ao conhecimento actual sobre o Comportamento do Consumidor e a utilização de serviços de banca electrónica. / Xikongomelo xa dyondzo leyi a ku ri ku hlamusela malangutelo ya vanhu ehenhla ka ku tirhisiwa ka bangi ya internet hi ku kambisisa vuxaka lebyi nga kona exikarhi ka Mikhuva, Ndhavuko ni ku Haxiwa ka Switirhisiwa Swintswha ni leswi thyiwaka ku amukeriwa ka thekinoloji. Ku engetela kwalaho, ku katsiwile mikhuva ya vhanu ehenhleni ka ku tirhisa bangi ya internet, ku katsa ni vuyelo leri ringaniselaka ro va munhu a ri wanuna kumbe wansati, ntanga, dyondzo, muholo, ni leswaku u tshama dorobeni kumbe emakaya, leswaku ku twisisiwa hi vuenti leswaku mintirho ya swa timali yi tshamise ku yini eMozambique (Maputo). Nxaxamelo wa swivutiso swo teka tinhlayo wu tirhisiwile eka ntlawa lowu voniweke wu ringana (n = 403) wa vanhu lava nga tirhisaka bangi (va xinuna ni va xisati), lava nga ni 21 ku ya ka 60 wa malembe ku sukela 2017 ku ya ka 2018. Tinhlamulo ti kombe leswaku ku ni ku yelana lokukulu exikarhi ka swivutiso leswi katsiweke eka xivumbeko xo hlamusela ha xona. Structural equation modelling yi kombe leswaku ku ni mihandzu yo tala, leswi endleke leswaku ku va ni xivumbeko lexi se xi tiviwaka xa mpimo lowu taka hi ka ku yelana ka swilo (correlations-derived measurement model). Mihandzu leyi yelanaka ni swilo leswi khumbaka mahanyela lamanene leswi lavaka ku voniwa hi vukheta na yona ya vikiwa yi tlhela yi hlamuseriwa hi ku landza matirhelo ya bangi ya internet hi ku ya vatirhisi va yona. Mihandzu leyi yi ta tisa vutisi byintswha leswaku ku makiwa mintirho ya bangi ya internet leyi tivaka ku tsakisa mutirhisi leswaku ku engeteriwa ku tirhisiwa ka yona exikarhi ka mintlawa yo hambana, leswi na swona swi nga ta engetela vutivi ehenhleni ka Mikhuva ya Vatirhisi ni matirhiselo ya bangi ya internet. / Industrial and Organisational Psychology / Ph. D. (Industrial and Organisational Psychology)