scholarly journals Prospects for the application of biometrics in the Polish banking sector

Equilibrium ◽  
2017 ◽  
Vol 12 (3) ◽  
Author(s):  
Anna Iwona Piotrowska ◽  
Michał Polasik ◽  
Dariusz Piotrowski
Keyword(s):  
Customer Service ◽  
Banking Sector ◽  
New Technologies ◽  
Value Added ◽  
Identity Verification ◽  
It Systems ◽  
Provision Of Services ◽  
Two Factors ◽  
Voice Biometrics ◽  
Service Channels

Research background: The ongoing digitisation process in the banking sector, coupled with widespread remote provision of services, is leading to the advent of new solutions in the field of broadly understood security. The increasingly sophisticated forms of attacks on banks’ IT systems and their users have engendered the need to implement authentication methods that would ensure high security levels, but would also be convenient for banks' clients and suited to the requirements of mass service. Biometric technology seems to be a solution to this issue. The two factors that may boost its proliferation are: the fact that banks need to adjust to more rigid regulations, and technological advancements leading to cost reduction and increased availability of biometric solutions in mobile devices. Purpose of the article: The purpose of the article is to assess the prospects for the application of biometrics by the banking sector in Poland in individual customer service channels. Methods: The basis for theoretical considerations comprises the analysis of literature on authentication techniques and research on the processes whereby consumers accept new technologies. The empirical part of the paper was based on the results of the authors’ questionnaire survey among representatives of the Polish banking sector. Findings & value added: The banking sector in Poland is on the verge of a sweeping bio-metric revolution in the coming years, because most traditional identity verification and authorisation methods currently available in banking do not comply with strict security and user convenience requirements and RTS regulations. Biometric technologies will be of use in all customer service channels, with the experts indicating authentication in bank branches, ATMs, and mobile banking as the primary implementation areas. Solutions which are most likely to be applied are those based on biometrics of fingerprints and finger veins, as well as voice biometrics.

DENA BANK — Competing with Private and Foreign Banks

2007 ◽  
Vol 11 (01) ◽  
pp. 117-139 ◽  
Author(s):  
Amit Sachan ◽  
Anwar Ali ◽  
Rajen K. Gupta
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Banking Sector ◽  
New Technologies ◽  
External Environment ◽  
Foreign Banks ◽  
Strategic Responses ◽  
The Core ◽  
Technology Revolution ◽  
Liberalization Policy

Since 1995 with the increasing importance of the service sector, liberalization policy and information technology revolution, the banking sector as a whole had undergone significant changes in India. The case presents a brief outline of the developments which happened in the Indian banking sector and discusses Dena Bank's efforts in the last decade in the area of customer service. The case explores how customers interacted with banks, how banks made money, how external environment was changing the core activities and core assets of banks in India and the opportunities and challenges arising out of all these. The case ends with the question on what Dena's strategy should be in response to the new competition and new technologies. The case is useful in looking at strategic responses to changes.

scholarly journals Retailers’ Socially Responsible Communication in the Situation of Global Pandemic

2021 ◽  
Vol 92 ◽  
pp. 06020
Author(s):  
Iveta Linina ◽  
Velga Vevere
Keyword(s):  
Customer Service ◽  
Global Economy ◽  
Online Survey ◽  
New Technologies ◽  
Value Added ◽  
Emergency Situation ◽  
Retail Trade ◽  
Long Term Effects ◽  
Socially Responsible ◽  
Number Of Customers

Research background: Retail industry plays an important role in today’s society and in the national economy as a whole, as it introduces and develops new technologies in customer service, provides jobs and increases the level of public welfare. Adaptation to the emergency situation, to the customer needs and requirements provide the company with opportunities for further development and increase of competitiveness, but, at the same time, creates the need to organize customer service, the efficient use of existing resources to manage customer service process. The pandemic of Coronavirus has affected the global economy immensely, the long-term effects are to be seen in the foreseeable future. One of the spheres, among others, hit hard is the retail trade since due to the quarantine conditions there is an inevitable drop in sales (less number of customers means less profit inevitably) and growing competition among retailers. However, the current situation forces retailers to look for innovative, at the same time socially responsible, forms of communication, particularly in social media. Purpose of the article: To research the evaluation of retailers’ socially responsible communication by consumers. Methods: Expert survey, consumer online survey (n=388) applying 5-point Likert scale, data processing was carried out by SPSS. Findings & Value added: By socially responsible communication, a company can build strong relationships with customers and increase their loyalty despite the circumstances

scholarly journals The Current State and Prospects of Banking Innovations in the Context of Improving the Quality of Customer Service

2021 ◽  
Vol 4 (519) ◽  
pp. 204-209
Author(s):  
V. Y. Volokhata ◽  
Keyword(s):  
Development Strategy ◽  
Customer Service ◽  
Banking Sector ◽  
New Technologies ◽  
Goods And Services ◽  
Current State ◽  
National Bank ◽  
Domestic Banks ◽  
Effective Development

In the context of globalization of the unstable situation in the financial market, the coronavirus pandemic, strengthened interbank competition, lack of financial resources and increasing their value, raising standards by the National Bank of Ukraine, it is imperative to improve the banking business management system by introducing innovations in the form of the use of new technologies that are adequate in view of development strategies and new banking products. That is why innovative development becomes the driving force of the efficiency of the banking sector’s activity. The article is aimed at evaluating the current state of innovative banking technologies and prospects for their development in Ukraine in the context of improving the quality of customer service. Priority directions of innovations for effective development of banking institutions and ways of their solution are defined. When analyzing trends in innovative activities of domestic banks, the major ones are identified. The most popular innovative products in the domestic banking market are listed and their characterizations are provided. A detailed analysis of normative and legislative acts is carried out, determining the prospects for the development of innovations in the banking sector in the near future and by 2025, such as: FinTech development strategy 2025; electronic payment system at the National Bank (EFT) in the 23/7 regime; service of sharing of digital documents; procedure for using a digital handwritten signature; creation and use of QR codes for credit transfers and when paying for goods and services; change of remote identification and verification of bank customers, etc.

scholarly journals Digital Technologies in the Russian Banking Sector: Main Features and Associated Risks

2021 ◽  
Vol 2021 (1) ◽  
pp. 136-146
Author(s):  
Natalia Shcherbakova
Keyword(s):  
Customer Service ◽  
Digital Signature ◽  
Systematic Approach ◽  
Banking Sector ◽  
New Technologies ◽  
Digital Technologies ◽  
Blockchain Technology ◽  
New Information ◽  
Methodological Approaches ◽  
The Internet Of Things

The present paper features Russian loan banks that use new information and digital banking technologies. The research involved various methodological approaches, including a systematic approach to the analysis of modern banks. The method of comparative analysis made it possible to interpret various indicators of the activities of loan banks. The method of dynamic analysis helped to identify the main trends in the development of the Russian banking sector. The research objective was to identify the main trends and key problems in the digitalization of the Russian banking sector and the risks that accompany the process. The author believes that digital technologies will increase the country's competitiveness and boost its economic development. Digital economy involves the introduction of new technologies in the banking sector, e.g. e-money, digital signature, contactless payment, blockchain technology, the Internet of things, etc. The usual approaches to customer service are being replaced by advanced practices, as the traditional bank is gradually turning into a multifunctional IT company. However, cyber risks are also growing, and their management requires new approaches.

Performance Evaluation of Customer service in selected Indian commercial banks

2019 ◽  
Vol 118 (3) ◽  
pp. 123-136
Author(s):  
R. Thamilselvan ◽  
J. Kumar
Keyword(s):  
Performance Evaluation ◽  
Service Quality ◽  
Customer Service ◽  
Commercial Banks ◽  
Banking Sector ◽  
New Technologies ◽  
Service Industries ◽  
Banking Organization ◽  
Significant Difference ◽  
Fierce Competition

The banking industry like many  financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition, and especially more demanding customers, and the changing climate has presented an unprecedented set of challenges.  Performance evaluation of customer service is one integral part of any facet of banking and it defines future of any banking organization. In banking sector, the whole range of activity and generation of income swivels around the customer. From a very comfortable and peaceful environment, now the Indian Banking Sector is characterized by stiff competition for the customer’s satisfaction and profits war between different banking groups i.e. this paper tries to analyze the performance evaluation of customer service in selected Indian commercial banks. This study is just a small step in understanding the multi dimensional construct of customer service quality and its implications in today’s competitive environment. There is no significant difference in opinion among the customers about confidence building and technology augmentation aspect of Customer service quality. It is concluded that the performance evaluation of  customers are more satisfied than the customers of Indian commercial banks and there is a strong bondage between expectations, level of satisfaction and customer loyalty in banks.

scholarly journals Peculiarities of online banking in the framework of ensuring sustainable development of the economy

2020 ◽  
Vol 208 ◽  
pp. 03027
Author(s):  
Farkhod Mukhamedov ◽  
Maksim Maramygin ◽  
Natalya Mokeeva ◽  
Valeria Rodicheva
Keyword(s):  
Customer Service ◽  
Banking Sector ◽  
New Technologies ◽  
Banking System ◽  
Product Line ◽  
Online Banking ◽  
Active Growth ◽  
Banking Services ◽  
Top Managers ◽  
Independent Unit

The development of online banking in the economies of many countries, including Russia, is a fairly young direction and now continues its active growth, and the formation of banking ecosystems is at the stage of origin and initial formation into an independent unit. However, many banks treat remote customer service not as a possible way of development, but as a forced measure. Implementation of new technologies in the banking sector is a little slower than in other segments of the industry. This is primarily due to the very conservative views of the top managers of the bank, as well as of many consumers of banking services. When investigating possible problems and prospects of development of online banks, it is possible to form a pool of new opportunities for growth of the banking system and development of the product line of individual banks.

scholarly journals The Security of Information Channels in Banking Services

2019 ◽  
Vol 1 (1) ◽  
pp. 112-119
Author(s):  
Marcin Olkiewicz ◽  
Mariusz Terebecki ◽  
Radosław Wolniak
Keyword(s):  
Information Security ◽  
Information Technologies ◽  
New Technologies ◽  
Information Technology Security ◽  
Banking Service ◽  
Secure Information ◽  
It Systems ◽  
Provision Of Services ◽  
Internet Platform ◽  
Information Channels

AbstractThis study focuses on the aspects related to the information technology security, and in particular, the quality of information security. It is inter alia because of international technology security that banks incur expenses to adapt their IT systems to guidelines of the supervisory authorities and to the expectations of international financial markets and stakeholders.The constantly growing demands of stakeholders increasingly force the provision of services to be on the highest standard and delivered by means of new technologies. Therefore, banks adjusting their products and services to the requirements of stakeholders have to implement modern methods to secure information channels, thus guaranteeing information security to the stakeholders of a bank.The aim of this paper is to present crucial security aspects in electronic banking, which indirectly affect the quality and security of the offered banking service and whether clients are aware of the most commonly occurring threat - an attack on a computer (phising). The source of data for this research was a group of 90 active users of information technologies, the analysis of certificates and securities used at the time of contact between the customer and the bank through an internet platform and a report of PRNews.pl on the state of banking in Poland for the fourth quarter of 2016.

Information Technology Development Risks in the Banking Sector

2020 ◽  
Vol 14 (3) ◽  
pp. 44-53
Author(s):  
N. E. Sokolinskaya ◽  
L. M. Kupriyanova
Keyword(s):  
Information Technology ◽  
Customer Service ◽  
Banking Sector ◽  
Technology Development ◽  
Banking System ◽  
Security Risk ◽  
On Line ◽  
Information Technology Development ◽  
Development Risks ◽  
Security Risk Management

The relevance of the article is because in parallel with the processes of introduction of innovations in the field of automation and computerization of the banking system, the number of types of banking risks associated with innovations in the field of on-line customer service and internal Bank reporting, as well as information systems. As a result of this article, we have studied the latest legislative acts of the Central Bank of Russia as a mega-regulator and summarized the practice of both individual credit institutions and the banking sector in the field of information technology development risks in the banking sector. To strengthen the development of new financial technologies in the digital economy, it is necessary to regularly discuss the emergence of new phenomena and innovations; to consider the possibility of further analysis of existing methodological developments to exchange best practices of banks. Building an effective it security risk management system is not a one-time project. Still, a complex process is important, focused on minimizing external and internal threats and taking into account the limitations on resources and time factor

scholarly journals Teleworking: A New Reality Conditioned by the Right to Privacy

Laws ◽  
2021 ◽  
Vol 10 (3) ◽  
pp. 64
Author(s):  
Carlos Arroyo-Abad
Keyword(s):  
New Technologies ◽  
Legal Framework ◽  
Right To Privacy ◽  
The Right To Privacy ◽  
Work From Home ◽  
Provision Of Services ◽  
The Right

Faced with protecting the right to privacy and, with it, the inviolability of homes, the development of new technologies and the possibility of developing work from home has opened the door to a series of new conflicts that require us to provide a specific legal framework by which such situations can be addressed. In the Spanish case, we speak of Law 10/2021 from 9 July on remote working. The objective of this study is to assess the scope as well as the problems that this law generates during its application, regarding controlling the provision of services. However, we not only identify the incidental factors, but also provide a necessary reinterpretation of the right to privacy from the perspective of the inviolability of homes, especially when its current articulation may operate to the detriment of employees’ rights, as contradictory as this may seem.

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels

MIS Quarterly ◽  
2021 ◽  
Vol 45 (2) ◽  
pp. 719-754
Author(s):  
Liwei Chen ◽  
J. J. Po-An Hsieh ◽  
Arun Rai ◽  
Sean Xin Xu
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
User Satisfaction ◽  
Critical Role ◽  
Customer Relationship ◽  
Service Firms ◽  
Face To Face ◽  
Virtual Channels ◽  
Service Channels ◽  
Expectation Confirmation

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment of the extent to which they use a CRM system to its fullest potential to best support their work in the CRM-enabled service interaction context. Drawing on the IS success framework and expectation confirmation theory, we first formulate a baseline model that explains the direct and indirect mechanisms through which CS employees’ infusion use of CRM systems leads to customers’ expectation confirmation, which in turn affects customers’ satisfaction. We then draw on the lenses of media richness and communication adaptation to theorize why these two mechanisms exert differential influence in face-to-face and virtual channels. We test the hypotheses by collecting multiwave data from CS employees, customers, and firm archives of a Fortune 500 telecom service firm. We find that (1) CS employee infusion use can directly contribute to customer expectation confirmation and indirectly do so through CS employees’ satisfaction with the system (i.e., user satisfaction), and (2) the direct mechanism plays a more critical role in the face-to-face channel, whereas the indirect mechanism is more important in the virtual channel. Our findings inform managers of the avenues through which employees’ infusion use promotes CRM-enabled service success across face-to-face and virtual service channels.

Sign in / Sign up

Export Citation Format

Share Document