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E-Banking Management: Issues, Solutions, and Strategies www.dbebooks.com - Free Books & magazines E-Banking Management: Issues, Solutions, and Strategies Mahmood Shah Lancashire Business School, University of Central Lancashire, UK Steve Clarke University of Hull, UK INFORMATION SCIENCE REFERENCE Hershey • New York Director of Editorial Content: Kristin Klinger Senior Managing Editor: Jamie Snavely Managing Editor: Jeff Ash Assistant Managing Editor: Carole Coulson Typesetter: Jeff Ash Cover Design: Lisa Tosheff Printed at: Yurchak Printing Inc. Published in the United States of America by Information Science Reference (an imprint of IGI Global) 701 E. Chocolate Avenue Hershey PA 17033 Tel: 717-533-8845 Fax: 717-533-8661 E-mail: [email protected] Web site: http://www.igi-global.com/reference and in the United Kingdom by Information Science Reference (an imprint of IGI Global) 3 Henrietta Street Covent Garden London WC2E 8LU Tel: 44 20 7240 0856 Fax: 44 20 7379 0609 Web site: http://www.eurospanbookstore.com Copyright © 2009 by IGI Global. All rights reserved. No part of this publication may be reproduced, stored or distributed in any form or by any means, electronic or mechanical, including photocopying, without written permission from the publisher. Product or company names used in this set are for identification purposes only. Inclusion of the names of the products or companies does not indicate a claim of ownership by IGI Global of the trademark or registered trademark. Library of Congress Cataloging-in-Publication Data Shah, Mahmood, 1971- E-banking management : issues, solutions, and strategies / by Mahmood Shah and Steve Clarke. p. cm. Includes bibliographical references and index. Summary: “This book focuses on human, operational, managerial, and strategic organizational issues in e-banking”- -Provided by publisher. ISBN 978-1-60566-252-7 (hardcover) -- ISBN 978-1-60566-253-4 (ebook) 1. Internet banking. 2. Banks and banking--Automation. 3. Bank management. I. Clarke, Steve, 1950- II. Title. HG1708.7.S53 2009 332.10285’4678--dc22 2009000081 British Cataloguing in Publication Data A Cataloguing in Publication record for this book is available from the British Library. All work contributed to this book is new, previously-unpublished material. The views expressed in this book are those of the authors, but not necessarily of the publisher. Table of Contents Preface ............................................................................................................... vii Acknowledgment ................................................................................................ ix Chapter I E-Banking Management: An Introduction ....................................................... 1 Introduction ........................................................................................................... 1 What is E-Banking? .............................................................................................. 2 Evolution of E-Banking ......................................................................................... 2 Why is E-Banking Important ................................................................................. 3 E-Marketing .......................................................................................................... 7 Chapter Summary ................................................................................................. 7 References ............................................................................................................. 8 Chapter II Delivery of Retail Banking Services .................................................................. 9 Introduction ........................................................................................................... 9 History of Retail Banking .................................................................................... 10 Structure of Retail Banking ..................................................................................11 Role of ICT in Banking........................................................................................ 12 Other Important Factors Driving Changes in the Banking Industry .................. 14 Chapter Summary ............................................................................................... 16 References ........................................................................................................... 16 Chapter III An Overview of E-Banking .............................................................................. 18 Introduction ......................................................................................................... 18 Models for Electronic Services Delivery ............................................................ 18 From E-Commerce to E-Banking ........................................................................ 21 Future of E-Banking ............................................................................................ 25 Chapter Summary ............................................................................................... 27 References ........................................................................................................... 28 Chapter IV E-Banking Technologies ................................................................................... 30 Introduction ......................................................................................................... 30 The Internet ......................................................................................................... 31 Mobile Banking Technologies ............................................................................. 33 Backend Systems ................................................................................................. 38 Middleware ......................................................................................................... 43 Website Development Issues ............................................................................... 47 E-Banking Systems as a Whole ........................................................................... 50 Chapter Summary ............................................................................................... 51 References ........................................................................................................... 52 Chapter V A Managerial View of E-Banking .................................................................... 56 Introduction ......................................................................................................... 56 Management Challenges ..................................................................................... 56 Treading the Organizational Maze ..................................................................... 63 Managing Relationships with Customers ........................................................... 67 Managing External Relationships Marketing and Sales .................................... 74 Regulations Management .................................................................................... 79 Chapter Summary ............................................................................................... 81 References ........................................................................................................... 82 Chapter VI Human Involvement and E-Banking .............................................................. 86 Introduction ......................................................................................................... 86 Human Involvement ............................................................................................ 87 Information Systems as Social Systems ............................................................... 90 Scoping E-Banking Management: The Critical Assessment of System Boundaries ...................................................................................................... 93 Discussion: Future Trends .................................................................................. 95 Conclusion .......................................................................................................... 98 Findings .............................................................................................................. 98 References ......................................................................................................... 100 Chapter VII Problematic Issues in E-Banking Management ........................................... 103 Introduction ....................................................................................................... 103 Technology Related Problems ........................................................................... 104 Management Problems ..................................................................................... 106 Chapter Summary ............................................................................................. 125 References ......................................................................................................... 126 Chapter VIII Key to Success: Cases and Practical Solutions ............................................. 130 Introduction ....................................................................................................... 130 Finding the Root Causes: Key Techniques ....................................................... 130 How was it Done: Real Success Stories ............................................................ 133
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