Banking digital transformation
Ψηφιακός μετασχηματισμός στον τραπεζικό κλάδο
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Abstract
Nowadays, we are witnessing a continuous advancement of technology that is taking place in more and more sectors of our economy. The banking and financial system can not but in this development and change. The provision of internet banking services is an important part of this change (e-Banking). Some key features of the gradual change are the transformation of the physical banking branch from a trading center to a consulting center, the encouragement of customers to use the fastest and most economical channel and the increase of profitability while reducing the operating costs. E-Banking is now an integral part of customer service for all banking institutions.
In this dissertation, the aim is to examine the operation of e-Banking both at theoretical and research level. Theoretical analysis examines the meaning, the possibilities, the challenges but also the benefits of the new digital channel. The research approach focuses on capturing the image of customer satisfaction (usefulness, ease of use, self-efficacy) and how it affects the customer’s intention to use e-Banking.