Lessons learnt: 50 Jahre Informationstechnologie im Bankgeschäft am Beispiel der Deutschen Bank AG

Based on the lessons learnt from the last 50 years, statements are derived of which the authors claim that these will continue to be valid in future: Information technology in the banking industry supports business processes – selecting and designing processes will continue to decide about economic success in future. The necessity of handling a growing business volume will still be the major driver for using new information technology in the banking industry. It will be even more important than the aim of reducing costs by automation. Industrialization of IT will also change the use of technology in the banking industry. Hence, banks do not necessarily have to run their systems alone but may outsource services if required. The definition of the major business fields will significantly influence the banks’ IT strategy and, among other factors, will decide on the market success of a bank. Technological development will have an increasing effect on the banking business, will change it, and enable new business models. Successfully dealing with technology-induced changes predominantly depends on a company’s employees.     

E-banking: challenges and opportunities in the Greek banking sector

Internet technologies have a great potential for changing fundamentally the banks and the banking industry. The opportunities, which the e-banking services and technologies offer to the banking sector in order to fulfil existing customer needs and to attract new prospective customers, are the driving forces for banks in order to design, develop and operate their own e-banking systems. This paper examines the challenges and opportunities of e-banking for the Greek banking sector, during the e-commerce era, and also presents the results of a survey of banking executives working at banks offering e-banking services. The main findings demonstrate that banks expand to e-banking services in order to remain competitive, to keep track with technological developments and to benefit from the lower cost of e-banking transactions. The major problems they face are the low response rate from customers and the implementation of security and data protection mechanisms. The relatively low Internet usage, the non-familiarity with technologically advanced devices and problems regarding security and privacy are the main factors that have a negative influence on the adoption of e-banking services by customers in Greece.     

Technology adoption: A conjoint analysis of consumers׳ preference on future online banking services

The importance of service delivery technology and online service adoption and usage in the banking industry has received an increased discussion in the literature in recent years. Owing to the fact that Strong online banking services are important drivers for bank performance and customer service delivery; several studies have been carried out on online banking service adoption or acceptance where services are already deployed and on the factors that influence customers׳ adoption and use or intention to use those services. However, despite the increasing discussion in the literatures, no attempt has been made to look at consumers׳ preference in terms of future online banking service adoption. This study used conjoint analysis and stated preference methods with discrete choice model to analyze the technology adoption pattern regarding consumers׳ preference for potential future online banking services in the Nigerian banking industry. The result revealed that to increase efficiency and strengthen competitiveness, banks need to promote smart and practical branded services especially self-services at the same time promote a universal adoption of e-banking system services that add entertainment or extra convenience to customers such as ease of usage including digital wallet, real-time interaction (video banking), ATMs integrated with smart phones, website customization, biometric services, and digital currency. These services can contribute to an increasing adoption of online services.     

试析远程视频柜员机助力商业银行金融服务创新

随着利率市场化以及互联网金融对传统金融业的冲击,优化传统银行网点服务模式,为客户提供个性化更高效的金融服务成为银行业急需解决的问题。VTM远程视频柜员机作为银行自助设备的集大成者,具有为客户提供对公对私、国际国内、金融理财等全方位金融服务能力,成为银行业应对新形势下金融服务创新的有效解决方案。     

基于AP聚类与随机森林的客户流失预测研究

利率市场化、大数据迅速发展,银行业均表现出明显的"二八定律"现象,20％的优质客户占据了银行的大部分资产.那么,如何防止银行客户流失,尤其是优质客户的流失,已经成为银行越来越关注的问题.因此,建立优质客户流失预警模型就显得尤为重要.以某商业银行为例,重新对客户流失进行定义,重点关注银行优质客户的流失预警,首先使用AP聚...     

基于决策树方法的银行客户关系管理的研究和应用

数据挖掘中的决策树算法在银行业中有很重要的价值。决策树技术应用于银行业中,可以通过对特定的客户背景信息的分析,预测该客户所属的客户类别,从而采取相应的经营策略,这样既可以提高银行服务的服务水平,开发客户资源,避免客户流失,又能够节约资源,利用最小的投入,获得较大的收益。在银行贷款业务中,判断贷款对象是否有风险,贷款方案是否可行,将客户按照银行的实际需求进行分类,这些问题通过决策树算法都可以解决。     

Fuzzy multiple-criteria decision making in the determination of critical criteria for assessing service quality of travel websites

Travel websites provide customers diverse services including travel information and products through the internet. More and more people are used to plan their itineraries and acquire travel information by visiting travel websites. In the face of the strong competition environment, in order to profit by making customers proceed with transactions on the websites, travel websites should pay more attention to the improve the electronic service quality (e-SQ). e-SQ evaluation for travel websites can be treated as a multiple-criteria decision making (MCDM) problem modeled by the given hierarchical structure. As for evaluating e-SQ, since the traditional Likert scales cannot deal with uncertain assessments according to human intuition for the service quality evaluation, the fuzzy number is employed to measure decision-makers’ subjective preference. This paper aims to develop a genetic-algorithm-based method to automatically determine the degrees of importance of respective criteria. Then, critical criteria for evaluating service quality can be easily identified. In the empirical study, four representative travel websites in Taiwan are selected to determine the critical criteria concerned by customers. The findings provide useful information to travel websites for improving e-SQ.     

Customers perspectives on adoption of cloud computing in banking sector

The advent of cloud computing has transformed the role of the Internet in many businesses and organizations. Currently, banks are increasingly adopting cloud technologies to fulfil their varied purposes and to create a flexible and agile banking environment that can quickly respond to new business needs. However, past studies tend to focus more on the adoption issues of cloud computing from the organizational perspective with little attention paid on the users’ view of these cloud-based services. Therefore, this paper attempts to investigate the factors influencing cloud computing adoption in the banking sector from the customers’ perspective and to propose an adoption model for this purpose. The model is mainly developed based on the TAM-diffusion theory model (TAM-DTM) with the introduction of three new constructs namely trust, cost, and security and privacy. Questionnaires were randomly distributed to 162 bank customers in Malaysia. Survey data were analyzed using the partial least squares (PLS) method while SmartPLS was used to test the hypotheses and to validate the proposed model. The results suggest that trust, cost, and security and privacy can be successfully integrated within the TAM-TDM. The security and privacy constructs exhibited strong positive influence on perceived ease of use, perceived usefulness, and trust. The study concludes that perceived usefulness, perceived ease of use, cost, attitudes toward cloud and trust significantly influence users’ behavioral intention to adopt cloud computing. Thus, the finding of this study will enable banks to focus more on customer perspectives on cloud-based applications and identify their attitude towards their adoption.     

Assessing Profitability Factors in the Greek Banking System: A Multicriteria Methodology

The increasing competition in the national and international banking markets, the changeover towards monetary union and the new technological innovations herald major changes in the banking environment, and challenge all banks to make timely preparations in order to enter into the new competitive monetary and financial environment. Therefore, it is interesting to investigate the effectiveness of Greek banks, as it is valued by the financial markets, i.e. the greater the efficacy the higher the competitiveness and vice versa. Taking into consideration the bank assets, we distinguish banks into small and large ones. Finding factors that make the differences in such effectiveness may explain the effective advantage of these two types of financial institutions and help us understand the 'financial intermediation' industry in Greece better. Based on their size, a classification of Greek banks, in a multivariate environment, according to the return and operation factors for the years 1990–1999 takes place. In order to investigate the differences of profitability and efficiency between small and large Greek banks, as well as the factors of profitability and operation related with the size of banks, a multicriteria methodology has been used. The results of this paper may help us determine the key success (or failure) factors of these two categories of Greek banks as well as the responsible banking decision–makers for future readjustments.     

The Mechanisms through Which Certain Variables Influence Customer Loyalty: The Mediating Roles of Perceived Value and Satisfaction

This study surveyed 123 bank users who experienced problems with their banks’ online banking services, with the aim of understanding the mechanisms through which certain variables influence customer loyalty. Principally, the possible mediating roles of value and satisfaction on the relationships between recovery and loyalty and between ISO 9001 and loyalty were scrutinized. The dimensionalities of the scales were assessed using exploratory and confirmatory factor analysis. Thereafter, structural equation modeling and multiregression analyses were used to test the proposed model. The overall results showed that service recovery can be used to enhance customers’ satisfaction and perception of value and, therefore, customer loyalty. This study also confirmed the partial mediating roles of customers’ satisfaction and perception of value in the relationship between service recovery and loyalty. In contrast, ISO 9001 has no influence on perceived value, satisfaction, and loyalty; the mediating roles of both perceived value and satisfaction were not supported in the relationship between ISO 9001 and loyalty. In practice, even though ISO 9001 appeared to offer few extras to satisfy and retain customers, its use is still advisable because of the other potential benefits that it provides.     

A three-phase methodology for developing or evaluating bank networks

One basic characteristic of modern society, besides the fast spread of information, is the increased use of banking services in order to fulfil consumer needs. Apart from their income, modern consumers rely to an increasing extent on banking services and money transactions as well, in order to buy consumer products and cover their financial needs. Thus the new standards of the ‘consumer society’ significantly affect the role and the importance of banking services. The end of the monopoly era characterized by increased competition leads banks to modify their strategies, to provide more and better services, to reorganize their structure and expand or merge their networks. In this context we propose a three‐phase methodology for developing and/or evaluating banking networks. The above methodology calculates an ‘attractiveness index’ for each area, and combines geographic information systems with demand covering models so as to propose the best network structure.     

The Three-Hierarchical Location-Allocation of Banking Facilities with Risk and Uncertainty

The location-allocation of commercial banking facilities often involves providing three layers of services (automatic teller machines, branch bank offices, and main banks) to non-homogeneous population centers. As such, the bank location-allocation problem is hierarchical in nature. Nevertheless, the existing literature to date has neglected to consider the internal dynamics and functional dependence of different hierarchies of banking services. To help the commercial banking organization formulate viable location-allocation strategies in the ever-uncertain and volatile banking industry, this paper proposes a stochastic, three-hierarchical location-allocation model for successively arranging the spatial patterns of banking facilities.     

Groups of services delivered by Brazilian branchless banking and respective network integration models

Over the last decade, Brazil has pioneered an innovative model of branchless banking, known as correspondent banking, involving distribution partnership between banks, several kinds of retailers and a variety of other participants, which have allowed an unprecedented growth in bank outreach and became a reference worldwide. However, despite the extensive number of studies recently developed focusing on Brazilian branchless banking, there exists a clear research gap in the literature. It is still necessary to identify the different business configurations involving network integration through which the branchless banking channel can be structured, as well as the way they relate to the range of bank services delivered. Given this gap, our objective is to investigate the relationship between network integration models and services delivered through the branchless banking channel. Based on twenty interviews with managers involved with the correspondent banking business and data collected on almost 300 correspondent locations, our research is developed in two steps. First, we created a qualitative taxonomy through which we identified three classes of network integration models. Second, we performed a cluster analysis to explain the groups of financial services that fit each model. By contextualizing correspondents’ network integration processes through the lens of transaction costs economics, our results suggest that the more suited to deliver social-oriented, “pro-poor” services the channel is, the more it is controlled by banks. This research offers contributions to managers and policy makers interested in understanding better how different correspondent banking configurations are related with specific portfolios of services. Researchers interested in the subject of branchless banking can also benefit from the taxonomy presented and the transaction costs analysis of this kind of banking channel, which has been adopted in a number of developing countries all over the world now.     

An exploratory study on mobile banking adoption in Indian metropolitan and urban areas: a scenario-based experiment

Security concerns have thwarted the widespread adoption of mobile banking in India. To respond to the concerns of Indian banks and their customers, we present in this paper our exploratory attempts to understand how the levels of security affect perceived risk and control and ultimately, adoption of mobile banking by Indian customers. This study also examines the moderating influence of the type of city on the relationship between security levels and risk/control perceptions associated with mobile banking. Using a scenario-based experiment, we classified security-enhancing approaches into three categories and examined their effectiveness in decreasing Indian customers’ perceived risk, increasing their perceived control, and then in turn, facilitating mobile banking adoption. Our findings reveal the important role of perceived risk and control in influencing customers’ intention to adopt mobile banking. Moreover, perceived risk and control significantly influenced mobile banking adoption by customers in urban areas, but only perceived control significantly influenced mobile banking adoption by metropolitan customers. Additional analyses show that customers’ risk and control perceptions differ according to the level of security; however, these perceptions do not have a significant influence on risk and control.     

A Hierarchical Location Model for Locating Bank Branches in a Competitive Environment

Recent developments in the provision of banking services are expected to affect the structure and the organization of modern banks significantly. Consequently, it has become necessary for most banks to reorganize their service network. In this context we demonstrate how demand–covering models may be combined with geographical information systems (GIS) to determine the optimal location of bank branches, taking into account the various factors that characterize local conditions within the demand area. The essence of the proposed models is to employ a GIS to represent various criteria concerning the demand for banking services (geographical, social, economic, etc.) as well as the competition in each particular area. This information is then taken into account by appropriate demand–covering models which determine the locations that achieve the maximum capture of the demand. Finally, we present some initial results concerning the application of this approach by a major Greek commercial bank.     

EFTS impact on computer security

Electronic funds transfer systems are revolutionizing the banking and financial industry by providing new and varied services for individuals, businesses, and government. These new services, designed to reduce the volume of paper checks processed, introduced new threat areas to the security of bank funds. No security measure and/or device is going to adequately protect the EFT system from potential abuse. There needs to be an integrated management approach assessing the particular company's major risk in the EFTS environment, and a resultant cost effective plan developed in order to provide expanded business services to its customers, while at the same time not leaving the company open to undue financial risk.     

轻量的银行大前置交易执行引擎及其实现

新业务是银行业的利润增长点,为了尽快推出新业务,可以采用改动银行核心系统的方法,但是该方法实现困难而且容易引入错误,银行大前置系统应运而生。基于银行大前置系统,可以快速开发和投产银行的新业务,拓展银行的收入来源,提高客户满意度,进而提高银行的竞争力。目前国内银行业使用的大前置系统具有技术复杂、扩展性差的缺点。为此提出轻量的新一代银行大前置交易执行引擎设计方案,该交易执行引擎具有简洁的系统架构,支持高度的系统扩展性;通过可插拔模块的方式支持各种网络协议,实现与各类第三方系统的连接;该执行引擎把Session管理交给数据库系统,极大简化了核心引擎的管理负担;在私有变量池、元信息共享的基础上,利用新的交易执行策略,充分发挥多核技术优势提高系统性能;在数据展示技术方面,利用基于哈希算法的XSLT技术完成展示层的渲染,支持大量用户通过B/S模式对系统进行访问。在与传统交易执行引擎的性能比较实验中,该系统获得了23.2%的性能提升。     

Anser: an application of speech technology to the Japanese bankingindustry

A system called Anser, which combines speech recognition and synthesis to offer telephone banking services to millions of customers, is described. Anser's design, its current application in banking services and the reasons for its success are discussed. Experience with Anser is examined and potential applications are indicated     

A Priority-Based Admission Control Scheme for Commercial Web Servers

This paper investigates into the performance and load management of web servers that are deployed in commercial websites. Such websites offer various services such as flight/hotel booking, online banking, stock trading, and product purchases among others. Customers are increasingly relying on these round-the-clock services which are easier and (generally) cheaper to order. However, such an increasing number of customers’ requests makes a greater demand on the web servers. This leads to web servers’ overload and the consequential provisioning of inadequate level of service. This paper addresses these issues and proposes an admission control scheme which is based on the class-based priority scheme that classifies customer’s requests into different classes. The proposed scheme is formally specified using \(\Pi \) -calculus and is implemented as a Java-based prototype system. The prototype system is used to simulate the behaviour of commercial website servers and to evaluate their performance in terms of response time, throughput, arrival rate, and the percentage of dropped requests. Experimental results demonstrate that the proposed scheme significantly improves the performance of high priority requests but without causing adverse effects on low priority requests.