...80 Int. J Latest Trends Fin. Eco. Sc. Vol-2 No. 1 March 2012 The Impact of Information and Communication Technology on Banks‟ Performance and Customer Service Delivery in the Banking Industry Alhaji Abubakar Aliyu, Rosmaini Bin HJ Tasmin Department of Technology Management Faculty of Technology Management, Business and Entrepreneurships Universiti Tun Hussein Onn Malaysia, 86400, Parit Raja, Batu Pahat, Darul Ta’zim, Johor, Malaysia hp090012@siswa.uthm.edu.my rosmaini@uthm.edu.my Abstract - Information and communication technology (ICT) has become the heart of banking sector, while banking industry is the heart of every robust economy. If it collapses so will the economy. This is absolutely evident from current recession in European banks crises, and in turn. The effect of globalization, competition and innovation in the banking industry by its providers to offer their services makes essential the understanding of how various aspects of consumer behaviour affect the innovation and respond to customer service delivery. Within this context this paper has considered a critical literature review of previous researchers with the objective to examine the impact of Information and Communication Technology on banks performance and customer service delivery. This paper also makes of a critical review of peer reviewed, scholarly and organizational literature regarding the impact of ICT on banks’ performance to examine if banks have successfully achieved effective customer’s service...
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...Cons CMPT 641 Information Technology for Managers Abstract. Outsourcing can be defined as the transfer of any business function from one organization entity to another and its increasing acceptance as an alternative to in-house IT development and the use of IT services, propelled IT outsourcing to be a significant component of an organization's IT strategy. This paper aims at critically discussing the strengths and weaknesses of the IT outsourcing function on the banking industry, and the findings will enable the CEO, CFO and COO of bank BCIB to make a decision on whether to fully outsource the IT infrastructure of their bank or otherwise. A detailed background of the importance of IT on the banking industry over the years is given to illustrate the magnitude of the decision to be made for BCIB bank, and finally a personal rationale on the whole project of outsourcing IT for a bank, exploring the underlying challenges and concerns, and how to overcome them in order to fully benefit from the function of outsourcing IT. Introduction and Background. Information Technology has become a key element in economic development and a backbone of knowledge-based economies in terms of operations, quality delivery of services and productivity of services (Oluwatolani, Joshua & Philip, 2011). Over the years, knowledge-based innovation has proved to be one of the leading competition for the dynamic economy. Organizations, industries and large corporations have embarked...
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...Short Communications ERP FOR BANKING INDUSTRY Subodh Kesharwani Enterprise Resource Planning application software is appropriate for organizations in all economic sectors including banking industry. This wide applicability is largely possible as ERP offers considerable flexibility to customize the software by tailoring it to the individual organizational needs. In this short review paper, it is attempted to enumerate potential and prospects of ERP system in the banking industry which is generally done after its system integration with other IT and web-enabled banking systems. Downloaded From IP - 115.248.73.67 on dated 30-Nov-2010 Members Copy, Not for Commercial Sale www.IndianJournals.com INTRODUCTION Banking broadly covers deposits, lending services and money transmission. Banks play a crucial role in mobilizing and distributing a nation’s wealth to ensure a healthy growing economy. Banks normally have large branch networks, many of them comprising over a thousand branches. A bank customer can an individual or an organization with a current or similar account with the bank (Lipscombe & Pond, 2005). ERP systems in business are typically used with an internal perspective and less with external perspective. However, in banks the applications are more with external perspective as a bank deals with money that is transferred from person to person, from business to business and from country to country. A national banking system consists of thousands of individual...
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...The Evolution of FinTech: A New Post-Crisis Paradigm? Douglas W. Arner* Jànos Barberis** Ross P. Buckley*** Abstract: “Financial technology” or “FinTech” refers to technology enabled financial solutions. FinTech is often seen today as the new marriage of financial services and information technology. However, the interlinkage of finance and technology has a long history and has evolved over three distinct eras. FinTech 1.0, from 1866 to 1987, was the first period of financial globalization supported by technological infrastructure such as transatlantic transmission cables. This was followed by FinTech 2.0, from 1987-2008, during which financial services firms increasingly digitized their processes. Since 2008 a new era of FinTech has emerged in both the developed and developing world. This era is defined not by the financial products or services delivered but by who delivers them. This latest evolution of FinTech, led by start-ups, poses challenges for regulators and market participants alike, particularly in balancing the potential benefits of innovation with the possible risks of new approaches. * Professor, Co-Director, Duke-HKU Asia America Institute in Transnational Law, and Member, Board of Management, Asian Institute of International Financial Law, Faculty of Law, University of Hong Kong. ** Senior Research Fellow, Asian Institute of International Financial Law, Faculty of Law, University of Hong Kong; and Founder, FinTech HK. *** CIFR King...
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...BANKING PROJECT | October 2 2011 | ABSTRACT: The pulse of this era says that for a successful venture customer relationship management (CRM) is to recognized as a widely acceptable concept. In simple words to understand CRM we can consider it another name for the banker customer relationship. Macro-economic factors like globalization, liberalization and modernization has given it a new form. Today’s CRM requires real time interaction than that of the earlier times. Focus of various banks has changed from attracting customers to retaining as well as attracting new customers. Ensuring safety and at the same time efficiently utilizing resources is need of hour.The report presented is an initiative to address the issues and status of CRM with focus on evolution and background of this concept. How the technology has helped CRM in new age banking is also discussed here. | CRM IN NEW AGE BANKING | VIVEK SHARMA 10BSPHH011019 SECTION: C CONTENTS 1. Abstract 2 2. Introduction 3 3. Evolution of CRM 4 4. Customer relationship management 5 5. Overview of Indian banking sector 7 6. CRM in new age 12 7. Role of IT in CRM implementation 14 8. Present scenario 18 9. Conclusion 20 Abstract The pulse of this era says that for a successful venture customer relationship management...
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...Literature review: To conduct a ‘preliminary’ search of existing material, to organize valuable ideas and findings, to identify other research that may be in progress, to generate research ideas, to develop a critical perspective. The literature review has been developed to discuss the fundamental concepts and key authors associated with the subject matter. It includes “mobile banking” and “opportunities and challenges of mobile baking” as these are directly representative of the academic discussion on the subject of investigation. As a literature review needs to be sufficiently critical in a balanced way, the literature review for this study aims to do in the discussion of the opportunities and challenges of the subject matter through impartial assessment of the relevant concepts. 1.1. Opportunity & Challenges of Mobile Banking: 1.1.1. Mobile Banking: Today is the era of fast forward life style. Everything we need or want, we want it in a minimum time. Like all other things we also need a fast forward banking. The result of it is mobile banking. Mobile banking means the ability of making deposits, withdrawal and to send and receive funds from a mobile account. According to the Journal of Information Engineering and Applications (Vol. 1, No.6, 2011), Mobile Banking is a financial transaction conducted by logging on to a bank's website using a cell phone, such as viewing account balances, making transfers between accounts, or paying bills and this can be...
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...到此国。在此种形势下,一些人更想成为独家经营者和合伙企业开始创业。对于银行来说是机遇,所以我们银行业可以从此情势下通过开立网上银行获取利益,因为技术介入银行业会为银行减少花费,展开竞争,帮助处于困难时期的企业。 英国市场分析—UK market analysis 来自2010年8月问卷调查统计后的国家官方数据表明约30,100,000位成年人,即将近总人数的60%每天都在使用网络。从未使用过网络的人数在日益的减少,每年大约增加9,000,000—10,000,000名网民。上一年在网上购物,享受网上服务的人数约3,000,000人。此数据表示在总人口中约占62%的年满16岁的人,大部分选择在网上购买运动设施和衣服。 In UK I am working in a Harvest bank and I have to prepare a business plan for a bank in the situation when there was global recession in the country and now banking industry is coming out of recession. There are a lot of opportunities in the current market because new businesses are growing, new migrants are coming in the country specially students, many Europeans are also coming because of the recovery toward stability in the country. In this situation many sole proprietors and partnerships are taking place many people want to start business. There is an opportunity for banks so our bank can take benefits from this situation by launching an online bank because of the intervention of technology in banks which are reducing the costs, giving competition and tough time to every business so a banks. 英国市场分析—UK market analysis In a report from Office of National Statistic in opinion survey in August 2010 it was stated that about 30.1 million of adults uses the internet every day which is approximately 60% of the total population. The number of persons who never used the internet is decreasing day by day in every year about 9-10 million user adds in previous years...
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...leadership of the organization identified mobile banking as a new field within the financial services industry to help provide faster, easier, and more convenient services to its customers. Mobile banking offers an opportunity for BoA to increase its operational efficiency and customer retention. The key challenge facing management is both tactical and strategic in nature. From a tactical perspective, management is faced with the problem of deciding which functionality of mobile application the Mobile Product Development Unit of the organization should firstly implement and which other business unit the organization should focus on. From a strategic viewpoint, management is faced with the problem of positioning itself within the industry. The financial services industry is fast-paced with tight competition. As such there is increased pressure on management to position itself in the long-run in order to be able to compete with other major players within the industry. Analysis and Evaluation The financial services industry serves as a vital component of the United States economy. The industry caters to commercial, private, and governmental needs. Historically, Bank of America has always differentiated itself as an industry leader. However, the economic meltdown of 2008-2009 tested the industry’s vitality. The near-collapse of the real estate industry caused a major reorganization and reassessment of the business practices within the industry. More importantly, the economic collapse...
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...can analyze a customer’s deposit account, see that his salary deposit has increased, and send a note congratulating the customer on his or her promotion together with an offer of a premium card and a higher credit limit. What business are banks in if they are not in the banking business? Put simply, retail banks are in the business of helping people, communities and enterprises achieve their financial goals. The public’s trust in banks as British institutions has plummeted over the last generation, with public opinion polls charting a sharp drop in respect for the banking industry since 2008’s financial crisis. This disengagement and erosion of trust has been exacerbated by a diminishing need for customers to visit branches and engage with bank staff directly as the use of online banking has increased. A PWC survey looking at banking in 2020 indicates a growing awareness, but a significant gap in preparedness. Sixty-one percent of bank executives say that a customer-centric business model is ‘very important’, and 75% of banks are making investments in this area (this pattern is consistent globally). Yet only 17% feel ‘very prepared’. What business are banks in if they are not in the banking business? Put simply, retail banks are in the business of helping people, communities and enterprises achieve their financial goals. In that sense, we could consider PayPal as a form of retail bank; its famous digital wallet now counts 110 million active users among which...
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...1. Explain the significance of integrating different quality perspectives in the value chain. A: All the perspectives together make a value chain. There are certain type of Quality perspectives namely Value perspective, Transcendent perspective, Customer perspective, Product perspective, User perspective, Manufacturing perspective. All these perspectives are primarily concentrated on the quality and performance assurance of a particular product to the customer. For a company or business of manufacturing any goods to be successful it should ensure the excellence of the product, durability for intended use, quality products for a reasonable price and of course exceeding the expectations always counts. All these qualities are assured using the quality perspectives. This is the significance of integrating different quality perspectives in the value chain. 2. Discuss the “quality revolution” that took place in the United States after 1960s. A: In USA statistical quality control was terminated after the end of the war and government contracts. At this particular time in US Japanese produced the goods with high quality and low price by “total quality” approach. Looks like they didn’t just rely on product inspection. As American mangers were unaware of this trend, Japanese manufacturers began increasing their shares in American markets. As a result manufacturers began loosing market share and the economy suffered unfavorable trade balances. At first US...
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...Advancement, Vol. 1, No. 4, 2008 111 2 3 4 5 6 7 8 9 1011 1 2 3 4 5 6 7 8 9 2011 1 2 3 4 5 6 7 8 9 30 1 2 3 4 5 6 7 8 9 40 1 2 3 4 5 6 711 8 327 Motivators and critical factors in mobile banking communications: the case of Kuwait Alkis Thrassou* Marketing Department, School of Business, University of Nicosia, Cyprus, 46 Makedonitissas Avenue, P.O. Box 24005, 1703 Nicosia, Cyprus Email: thrassou.a@unic.ac.cy *Corresponding author Lijo Raju Philip 13A, Tzarevo Selo Street, Floor 2, ap.4, Krasno Selo, Sofia, Bulgaria Email: lijophilip@gmail.com Abstract: With the effort in gaining competitive advantage shifting towards non-price factors, new forms of communications and distribution channels are invaluable outlets for financial institutions, since they provide the opportunity for cutting costs without diminishing existing service levels. As customers are demanding greater convenience and accessibility, many banks are eyeing cost-effective alternative service delivery systems. Mobile banking, a relatively new phenomenon, helps customers to interact with a bank via a mobile device and makes banking virtually anywhere on a real-time basis a reality. The aim of this research is to investigate the mobile banking competitive environment of Kuwait, to identify the motivators underlying mobile banking adoption by banks, and to isolate the corresponding critical factors of success. The findings are finally integrated into a comprehensive ‘motivators and critical factors’ model. The methodology...
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...Topic Technology In Business: A Competitive Edge for Organizations Prof. Kavitha Srinivasan, Principal, Sambhram College of Hotel Management, Kolar Gold Fields, Karnataka, India Email ID:schm@sambhram.org Contact Number: (+91) 9980133850 Mrs. Anuradha Durgesh, Vice Principal, Sambhram College of Hotel Management, Kolar Gold Fields, Karnataka, India Email.ID: schm@sambhram.org Contact Number: (+91) 9740399352 ABSTRACT Each organization is aware of the special effects, benefits and implication of Technology in business performance and also its capacity in building sustainable competitive advantages. In business, Technology is used through the value chains of activities, which help the organization to optimize and control functions of operations for easy decision making. Also, the use of Technology as a competitive weapon has become a popular instrument to influence a particular organizational performance and the processes that will allow a smooth coordination of technology and corporate as well as business strategies. This Presentation emphasizes the importance of technology and the benefits the organizations reap by integrating some technological aspects, which gives them competitive advantage over their competitors. Key Words: Technology, Corporate strategy, Competitive advantage, differentiation advantage, Competitors INTRODUCTION Today, most organizations in all sectors of industry, commerce...
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...Innovations and Inclusive Growth A Case of Banking Industry in India Kiran Kumar Kakarlapudi Background and Motivation India has entered high growth trajectory with the initiation of economic reforms in the early 1990s with a policy shift towards free market economy.1 While on the growth front, the economy has performed considerably well, on the other hand the issue of distributional effects of growth has gained momentum in the academic and policy environment. Thus, in the eleventh and twelfth five year plans, emphasis has been laid to achieve sustainable economic growth with inclusive development (Singh, 2011). The empirical evidences on India’s growth pattern show that, the fantabulous growth performance, to a large extent, is driven by high growth in the service sector which has grown at 8.1 percent per annum during 1990-91 to 2007-08. Similarly, the share of service sector Gross Domestic Product (GDP) has increased from less than half to 68 percent in 2007-08 (Acharya, 2008). 2 The insights from the studies on service sector growth in India reveal that the spurt in the service growth is driven by the rapid growth of business services (which include Information Technology), communication services, financial services, hotels and restaurants, and trade (distribution) services, which is facilitated by the advent and rapid diffusion of information technology (Gordon and Gupta, 2004; Banga, 2005; Verma, 2006; Eichengreen and Gupta, 2010).3 Further, it has been argued that, rapid...
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...Speech Financial Inclusion and Banks: Issues and Perspectives Financial Inclusion and Banks: Issues and Perspectives* K. C. Chakrabarty Ms Naina Lal Kidwai, Vice President, Federation of Indian Chambers of Commerce and Industry (FICCI) and Country Head HSBC India & Director, HSBC Asia Pacific, Ms Meera Sanyal, Chairperson, FICCI’s Financial Inclusion Committee & Country Executive India, The Royal Bank of Scotland N.V., Ms Caitlin Wiesen, Country Director, UNDP, Mr Mathew Titus, Co-chair, FICCI’s Financial Inclusion Committee & Executive Director, Sa-Dhan, Ms Jyoti Vij, Assistant Secretary General, FICCI, members of the print and electronic media, ladies and gentlemen. It is indeed a pleasure to be present here today to address this gathering on the bankers’ role in promoting financial inclusion, their achievements, and the key issues and challenges being faced by them. Role of FICCI and UNDP 2. As you are all aware, financial inclusion is a mammoth task and it cannot be achieved without the active collaboration of all stakeholders. It is in this context that this particular seminar organised by FICCI, which is an apex industry association and brings a large number of stakeholders under its fold, and United Nations Development Programme (UNDP), which is at the centre of the UN’s efforts to reduce global poverty, assumes significance. FICCI has been playing a leading role in policy debates touching social, economic and political issues and I believe that corporates have a great...
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...Prepared on: 10th September 2015 Summary Background Spain has the largest financial group in Latin America, one of the world's third-largest bank and fourth largest bank profits, as well as international development of the world's most successful bank, which is Spain's Banco Santander. Santander founded in 1857. By the end of 2013, total assets reached 1.1156 trillion euros, net profit of 4.37 billion euros the year. Santander's network around the world, mainly in continental Europe, Latin America and the United Kingdom three major markets. Its business scope relatively broad international business, retail business, the company's business, SME business, asset management, private banking, university finance business, consumer credit. Santander international development started late, but come from behind. In the 1990s, through the implementation of its expansion strategy of large-scale overseas acquisitions, fast emerging as a major international bank. Santander international development a lot of success factors, including the use of special geographical advantages, with European countries and Latin America as a starting point and focus, seize the favorable opportunity to carry out mergers and acquisitions and cooperation, and to enter the local market is a critical step. Manage and operate Santander bank the most importance step is make good strategy by manage this company, through these strategies let customers knows this...
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