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Strategies to Gain New Customers via Internet Banking

1. Introduction

It includes the following topics:
a. A clear statement of the purpose of the thesis
b. Reasons for the study
c. Statement of problems
d. Purpose of the study

a. The purpose of the thesis:

If students have to write their M.B.A theses, which make a large number of significant errors, this is the main reason why their projects return for audit. Disappointed and falls, they need to proofread and to work for their dissertations. It has taken so much time for them to write their dissertations, and now they should start from the exact beginning. I shall show you how to avoid failure in the basic thesis and is, as you know about this failure. The most important thing about the dissertation writing is that you should understand clearly the purpose of the letter. The main purpose of writing of a dissertation is to provide a student with an opportunity to discover something new in the field of investigation. If the student can lead a deep, wise and profound Research, and can draw a clear conclusion about his / her research with any discoveries that present in the final dissertation, he reached the end. One more important thing is to writing a thesis that you should know about the latest discoveries in the field of investigation. That purpose, writing a dissertation, can be achieved through lectures and analysis of relevant sources thesis. A student should be aware of the position of the writer and should appreciate the critical position. There is no doubt that you will succeed in your dissertation, if you know the main purpose of writing a dissertation, which will be presented by me. Apply for M.B.A dissertation to get a piece of good advice. M.B.A dissertation is always willing to help you. For many courses forms part of a dissertation is to complete study for a degree. For some courses it is linked with work experience. It provides you with an opportunity to take a piece of individual research work and to really examine an aspect of the theme that you are studying closely.

b. Reasons for the investigation:

There are opportunities for the effective use of the Internet with regard to the banking industry. It is shown that may cause the appropriate application of today’s cutting-edge technology at a significant competitive advantage for banks. This is illustrated by a scenario that focuses on the potentials of “advising on the Internet.” For many consumers, electronic banking means 24-hour access to redeem with an automated counter machine (ATMS), or direct deposit of paychecks for the checking or savings accounts. But electronic banking now involved many different types of negotiations. Electronic banking, also known as electronic funds transfer (EFT), uses computer and electronic technology as a replacement for paper checks and other negotiations. EFTS is initiated through devices like cards or codes that you can, or that you authorize to accesses your account. Many financial institutions use ATM or debit cards and personal identification numbers (NEEDLES) for this purpose. One uses other forms of payment cards such as those that require the most, your signature or a check. The federal Electronic Fund Transfer Act (EFT Act) covers some electronic consumer negotiations. Although Internet banking has been widely adopted in developed countries, there is a group of customers resisting the services. In other words, Internet banking, although proven to be a successful innovation is not yet adopted by the laggards have become, and therefore have all the expectations of banks did not hit. Therefore, the purpose of dissertation is to identify the reasons for the sales resistance to Internet banking. The special interest is to explore resistance among those who pay a customer who already has valid contracts for Internet, but preferably pays, pay their bills through ATMs. The goal is to identify the characteristics that generate resistance to Internet banking and their connections to values of individuals. To achieve the objective, 30 Finnish bank customers have used the detailed Central finished interviewing approach and the laddering interviewing process.

c. Statement of problems:

To develop strategies for banks is to get people to pay online which was drawn a sample of 369 consumers from two universities in Kwazulu-Natal. Universities were chosen because they are an untapped e-commerce market segment. Workers at universities fit the profile of typical Internet users. Data were collected a used tissue based on survey. Statistical analysis has revealed that more men have used Internet banking than females. Automated telling machines custom was far greater than Internet banking usage. A large percentage of Internet bankers have used the service for burying account transfers and balance test / statements. Safety was the main issue for not paying in-line. Potential customers who have wanted guaranteed safety and loyalty rewards to get them to pay online. Internet banking has the potential to grow among tertiary institution workers. Some of the problems are explained below:

Negotiation / Farms Explorers Risk

Negotiation / edited risk arises holdings of dizziness, the error, system interruption, or other unexpected events that result in the inability of the institution to provide products or services. This risk exists in every product and service offered. The amount of the negotiated risk is influenced by the structure of the processing environment of the institution, including the types of services offered and the complexity of procedures and supporting technology.

Credit Risk

In general, the credit risk of a financial institution to mere fact not equal, that a loan will be produced by an e-banking channel. However, management should consider providing an effective management information systems, including assuring the performance of portfolios produced bear pursued through e-banking channels.


The Funding and investment-related risks could increase with the e-banking initiatives of an institution that depends on the volatility and judgmental of the acquired deposits. The Internet provides institutions with the ability to bring to the global market their products and services. On Internet-based advertising programs can effectively yield-focused investors with potentially high-adapted resulting deposits. But Internet-produced deposits have the potential to attract customers, which may focus exclusively on rates, and a source of funding with risk characteristics that are similar to deposits has provided care. An institution may, by this potential volatility and its extensive geographical reach agreement and deposit account control to open the practice of personal meetings and involve the exchange of paper correspondence is expected.


Compliance and legal issues arising from the rapid growth in usage of e-banking is based, and the differences between electronic and paper methods. E-banking is essentially a new delivery channel where the laws and rules that may govern the electronic delivery of certain financial institution products or services to be ambiguous or even developing. Governing laws and regulations, consumers bargaining, require specific types of disclosures, notes, recordings or tours of conditions. These conditions also apply to e-banking and federal banking agencies continue to update consumer laws and regulations, the impact of electronic banking and online customer relationships to reflect.


A committee should understand the financial institution and manage the risks that are associated with e-banking services and the emerging risk management costs against the potential return on investment-bank Offered in essential services evaluated. Poor e-banking planning and investment decisions are to increase the strategic risk of a financial institution. Early adopters of the new e-banking services can be as forerunners who may expect to establish the needs of their customers, but by then incur higher costs and increased complexity in their decision.


One institution, e-banking services to offer, especially the more complex transactional services and significant increases in its level of reputation risk make risked. Some of the inputs, which e-banking affect the reputation of an institution may include, loss of confidence due to unauthorized activity on customer accounts disclosure or theft of confidential customer information to unauthorized parties(e.g. hackers), failure to marketing requirements, supply, failure to provide reliable service on the basis of the frequency, or duration of service interruption, customer complaints about the difficulty in e-banking practices and the inability of essential services desk to resolve problems, and confusion between services that are provided by the financial institution and the services which has been supplied by other businesses, which has been linked from the site.

d. Purpose of Study

E-Commerce revolutionized the way business is headed. New business models to replace outdated and organizations to think of business processes and customer relationship management strategies drafts. Banks are no exception to this transformation. This study examines the views of bankers on providing banking services to help customers use the tissue. Specifically, it speaks expenditure, such as the strategic need for Internet banking, its effect on client-bank relationships, and the experiences of customers in internet banking.

Advantages of internet banking to banks

I. Cost savings

Orr (1999) states, the electronic processing dramatically reduce the cost per procedure, according DiDio (1998), the average transaction cost at a full service bank about $ 1.07. It reduced to $ 0.27 an ATMS and falls to a penny if the same transaction is conducted on the fabric. Also, there are opportunities for banks to hand over customer invoices electronically. The cost to deliver invoices to be electronically much lower than when the bill was in paper form, which has been delivered through the mail. Irvine (1999) states, the electronic bill presentation costs 40% less than paper delivery. These cost savings can offer customer pays, and similar reduced costs of the banking system and still provides effective and differentiated services.

II. Loyal customers

Loyal customers have in a new study that was conducted by Forrester Research, 61% of respondents claimed that if their banks offered financial services that they wanted, they would prefer the service of the Bank use. With this knowledge of the Offering consumers interest in mind to move banks, a “hub” of financial services including bill presentation and payment, financial planning, estate planning, insurance, loans, and brokerage services. The Internet allows for these converging financial services not previously available in one central location.

III. Offer additional services

Do you offer additional services as mentioned above, to move many banks to offer customers a financial portal? This portal concept offers banks a new role in the business of serving customers. Simply an Internet presence has not supplied one income stream banks. However, by offering a wide array of products and services that can benefit from internet banking integration. By creating financial portal where consumers can manage a wide range of financial activities, such as stocks and mortgages, banks can benefit from offering Internet capabilities to help customers (Wah, 1999).

IV. Internet Profit Generation

E-commerce, if properly integrated into existing banking operations can lead to significant cost savings and higher profitability. Find cost savings due to automate customer negotiations, such as fund transfers, payments, account balance inquiries etc. Strategic alliances with insurance companies, mortgage companies and stock brokerage firms can lead to additional business opportunities that will otherwise go unfulfilled. In addition, banks can retain customers more effectively if offering services, the value-addition are. High-profit customers, which some studies suggest that entice the demographic of internet banking customers. Wells Fargo Bank online customers have an annual median income of $ 75,000 with higher education levels than the average wells Fargo customer (Hoffman, 1999a). Also this group of customers is more profitable than the bricks-and-mortar counterparts. They generate 50% more income than the average wells Fargo customer, holds a 20% increase in balance, yet uses 50% product, and its wear rate is 50% of the total wear rate. Furthermore, on average, it costs 14% less compared to those customers’ bricks-and-mortar customers (Time well and Kung, wait 1999).

Advantages of internet banking to consumers

A. Cost savings

Cyberspace is cheaper to operate than brick and mortar structure, and this cost advantage can often be further passed to consumers. The Internet Banking cost structure allows consumers to receive cost savings, and financial benefits for depositing online. A comparison of the (e-banking) and depositing one (parent bank – a brick and mortar bank) offers an illustration of this point. For checking accounts Wingspan offers an interest rate of 4.5% interest, which is compared, one1%deposit.It also offers more options begins in the mortgage and insurance, with 60 loaning companies and 15 insurance salesmen. It also offers customers an advantage over to his parent in the field of electronic bill payment, which offers the service for no extra charge, while depositing, one invites $ 4.95 per month (, 1999).

B. Access to additional services

On Basic transactional web sites allows customers to check account adjustments, possession and new banking statements. Systems that allow customers to initiate negotiations on-line, such as transferring money between accounts or making payments, provides customers additional benefits. These elevated sites allow customers to pay bills to request and review loans and mortgages, credit cards and checking accounts. The financial institutions that offer extensive online services, well, are set to be a leader (Hickman, 1999). By offering this great umbrella of the service trust of one who pays the institution, these companies can save a larger share of the financial transaction from a customer.

C. A good shopping stop:

Banks, adds real time loan applications, added the ability to make IRA investments, the opportunity to trade shares through their websites. The tendency for flocking that is pays predicted to shape the future of Internet banking on. This concept of “one-stop” shopping is convenient and leads to more satisfied customers.

2. Literature review

In literature review I shall discuss the following:
a) Critical review of the literature as Use of relevant literature
b) Evidence of understanding the ideas expressed
c) Develop a critical focus

Critical Review of the literature:

Paying online or Internet offers consumers and business like the convenience of managing banking and financial responsibilities of home A. Online banking can also be a lifeline for those who can not leave his house, or may live in rural areas where access can be restricted to banks. To be able to check your bank, savings and justify Digital Banking customers have a range of internet banks have to meet those needs to ensure customer loyalty. Consequently, change Internet banking services in general, and on finding feedback paid online services are important to this book. Our investigations of online banks allow you to compare internet banks and to find the best service that is available with investigations of Lloyd internet banking, a paid online, a HSBC and Barclay’s internet charges among others. If you are Internet banking, please send us your internet, the review and makes known repaying us your thoughts and experiences of the personal Internet banking


i. Checking your balance and statements online
ii. Fund Transfers
iii. Bill Payments
iv. Managing savings and current account
v. Cards service
vi. Order cheque and books request
vii. Please ask for stop cheque payments
viii. Fixed Deposit accommodation
ix. Requested by the Statement
Internet distribution strategy decisions
These are the key strategic decisions for e-marketing with strategic choices for traditional marketing. They engage in selective target customer groups and giving, how to deliver value to these groups. Segmentation that aim is to have differentiation and positioning of the entire key to effective digital marketing; the main thrust of the e-marketing strategy is takes decisions on the selective targeting of client groups and different forms of value delivery for online channels.
It is a similar issue with e-buyer strategies – see link at the footer of the article. In an e-marketing context, we can say:
a. E-marketing strategy is a channel strategy.
b. Specific e-marketing objectives must be set adoption rate of e-channels have been compared to other channels for different audiences.
c. E-channel strategies thrive on creating a different value for all parties to a negotiated.
d. But E-channel does not exist in isolation, so we still need to manage channel integration, and acknowledges that the adoption of e-channels will not be suitable for all products or services or generates sufficient value for all partners.
Thus E-marketing strategy is defined as we should:
a) Communicate the benefits of using e-channel.
b) Guide Put priority on public or partners for e-channel adoption of third targeted. Set priority products and has sold through e-channel purchased.
c) Achieve our goals through e-channel tactics for online customer acquisition, conversion (conspiracy) and retention.
A strategic option exists to replicate offline segmentation, which aims at a differentiated manner, and in the online channels. While this is relatively easy to run the company will likely lose market share, compared with more nimble competitors who modify their approach to online channels. An example of a strategy makes no grocery shopping, where some pet shops have released to all parts of the country or not, not providing the service in general. These supermarkets will lose customers to the most enthusiastic adopters of online channels, such as Tesco and Sainsbury; the victory will be difficult to be back sides in future.

  • Segmentation / strategy aimed at – company online customers have different demographic characteristics, needs and offline behavior to its customers. It follows that different approaches may be required to segmentation, and specific sectors may be choosy need to be targeted.
  • The manner / the online product differentiation strategy – competitors and service offerings are often different in the online environment. Develop a suitable online value proposition is as below describe an important aspect of this strategy. Has many examples of online information is based on the lower costs achieved distinction in and retaining online customers, which are then passed to customers.

Examples include:

  • Retailers offering lower prices online. For example Tesco (price promotions on selected products), Comet (discounted when compared to in store on some products)
  • Lower cost airlines offers flights to online bookings. Examples: easy Jet, Ryan air, BA.
  • Financial services firms offering higher interest rates on savings products, its lower interest rates on credit products such as credit cards and loans. Examples: Nationally, federal and Leicester.
  • Mobile phone network provider or Utilities, the lower cost of fares or discounts offered for customer accounts that are managed online paperless billing. Examples: O2, British Gas. Other options for differentiation are available on-line for companies where their products are not suitable for sale online, such as high value or complex products or FMCG brands sold by retailers.

These companies may use online to add the brand or the product value by provide additional value services or different types of experience.

1. Online CRM strategy:

It will focus on various aspects of the customer life cycle for online customers in terms of:

  • Acquisitions – Strategies, attract new customers to a company, and existing customers about online channels, to migrate. Separate targets should be set for each.
  • Retention – using online channels proliferate, retention, and value of the customer company.
  • Reactivation – encouraging continued use of online channels from customers that have passed, for example, had online or home shopping service, buys the service, but has now stopped. This may be driven by setting targets for% active customers.
  • Customer knowledge (familiarity) – learning more about the customer through profiling and monitoring of behavior.

2. Online value proposition strategy:

It defines the value proposal for the acquisition and retention, engage with customers is online. Close communicative and promotional incentives which use to encourage trial. Program also defines the value creation through time – for example, white papers are available for example monthly or seasonal sales promotions made. 3. Online has targeted range strategy. Objective: Communicate with relevant online audiences to achieve communication goals. The communications typically include: building brand awareness and favorability build impulsive online purchase, growing offline purchase intent, list or migrating existing customers to online channels.


New customer acquisition:

Communication strategy with selected sections of online customers through media buying, PR, is to sending e-mail, viral campaigns and sponsorship or partnership arrangements. Driven by goals of the online audience is share and number of visitors placed in different sections.
The strategy may involve:
A. To drive visitors to the company office
B. To achieves brand awareness and interactions on third sites.
C. Building brand awareness, favorability and purchase intent on third may be a more effective strategy for low participation FMCG brands, where it will be difficult to encourage visitors to the site.
D. Offline has targeted range strategy. Encourage Target: Potential customers who use online channels that Visit site and performed where relevant.
Focus: New customer acquisition and migration of existing customers online. Strategy to communicate with selected customers, divide by offline direct marketing, media buying, PR and sponsorship, driven by goals of the online audience share and number of visitors placed in different sections.
E. Offline Sales Impact Objective Strategy: Use on-line communications, sales achieved by offline channels.
Focus: Achieving sales off-line (new or existing customers may be defined) strategy, such as on-line communications through the website and the e-mail offline sales i.e. influenced by phone, mail or in-shop can.
F. Online Sales Efficiency Strategy
Objective: Job visitors turn to buy
Focus: Achievement sales online (may encourage new or existing customers to be)
For transactional e-commerce jobs, a strategy that point visitors to purchase online – mercantile, promotions, etc. For other types of agencies multiplying conversion factors leads. As part of this strategy options to convert visitors to action, exploring reduce (or attribution installments) is, i.e. first-time buyer promotions, job design improvements, website and landing page optimization. Triggered event, has e-mails are used automatically to convert potential sales to sales.


Although cost in retail banking in Europe is confronted with quite similar challenges and changes that are changing responses considerable.

1. This shows the changes in the strategic orientation:

Which are apart from walking organization structures by individual banks and different characteristics of national markets? The operating authority and the capitalization of banks play an important role in the selection of a suitable banking strategy. Country-specific factors include customer benefits, the degree of competition and informal legal framework, among other things,
a. This article focuses on retail banking strategies. The emphasis is on retail banking in the broadest sense of the word. In fact, many banks have re-discovered in the retail cost, which pays for the collapse, charges of operating and investing activities and the fall in stock prices over the last few years. In section two we begin with a brief summary of known trends in banking.
Sections three to four focuses on domestic and international banking strategies, respectively. Both sections have the same statement. The first part describes the retail banking strategies in general. The second part of the business with strategic positioning of the Rabobank Group and explains how Rabobank
Group with these general trends and challenges overcome.

2. General trends in European banking

Which will be depositing the Europeans who pays the countryside, continue to experience dramatic change over the next few years (see McDonald. Trends affecting the banking industry include privatization, regulation and supervision, demographic factors, a technological innovation – yet – the EMU and the importance of propagating sustainable banking. The privatization of banks is high on the agenda in France, Germany and Italy. As the influence of government relations in competitive weight loss financial sector, and in the banking industry in particular, is experiencing significant change. Developments in regulation and supervision affect the banking industry through various Channels.
It was not until deregulation of the financial sector will continue to eat away the barriers that deny access to the market for new suppliers of financial products. On the other hand, we see an increase in national legislation, particularly in the area of consumer protection. Regarding supervision, the new BIS capital adequacy rules, tremendous impact on the all banking business have. The combination of an aging population in Europe and financial constraints on state pensions will be a surge in filling retirement benefit plans to produce. These various developments are the implications for traditional forms of saving and, therefore, for the financing activities of banks have. In this respect, an analyst strong growth among institutional investors, including pension schemes before.
1. Does German bank Research for an analysis of banking strategies in European countries.
2. Argue that technological developments are fundamentally changing the cost structure, output mix and distribution channels of banks. Actually, he goes too far
say that the developments in information technology the most fundamental force for change in the financial sector. Those procedures for deeper and more liquid markets resulting from EMU main euro will continue for some time. These will increasingly cheaper and easier for medium and large corporate do, raise money directly in these markets instead of borrowing from banks. Finally, the growing importance is sustainable banking is a tendency that can not be denied. Banks will judge on their apparent social and selected environmental responsibility by customers and investors.
3. All these driving forces behind the structural changes in the Europeans,
pays the industry not only has an independent effect on the structure of the market, but also acts on each other and thus enhance
can. These factors include far-reaching implications for the market structure, the characteristics, such as: concentration, capacity, competition, efficiency and profitability. There is competition among banks but also between banks and other things, the new financial intermediaries to be strengthened.
4. Internal strategy of costs in retail banking. This section describes strategies in general.
The strategic vision and the election of the Rabobank Group are discussed in section 3.2. 3.1 Inside strategic options, strategies Deposit, improve performance, and grow in domestic markets, can in three
Main categories are divided:

To distinguish

A. Cost reduction
B. Income growth or organic
C. Associations, and acquisitions and cost reduction frets A.
Different costs, the strategies can reduce as regular as thin down, multi channeling, and outside-in and co-sourcing. Thin down refer to the assessments of banks of ways to improve their internal cost structure, and to increase efficiency. This takes place when economic conditions are unfavorable, and happens every few years. New elections are on priorities and the bands of the working staff is close been investigated by the bank. Other companies, banks tend to “grow fat” in prosperous times, is usually compensated for in an economic downturn. An additional driver for cost reduction is the current trend of changing distribution channels that are caused by ICT innovations. Banks will be forced to invest heavily in ICT to stay competitive. Most banks now use a multiple approach in guiding the distribution of their products and the maintenance of their customers. Use branches, telephone, ATM and Internet all at once. The public has a massive shot to the new (direct) channels, which have reduced the number of visits to the bank itself, the development of customer and a blueprint for the future.
This change provides customers preferred a great opportunity to reduce the cost of relatively expensive branch network to. Many banks are therefore currently re-examining their distribution processes. However, ICT investments are high and therefore it is increasingly important for banks to organize their back offices in the most effective way. Sufficient scale to reduce unit, or transaction costs are the key. Banks can choose from several strategies to optimize their back office activities: co-sourcing, in sourcing to stock and white labeling off. Co-sourcing is the caterer of back office platform with another bank. In sourcing means the back office operations for other parties running in order to realize sufficient scale. Outsourcing is the order of activities and buying them back from other companies. White Label states the production of products for others, mostly non-financial parties without a label.
5. within organizations, can set up to scale economies of shared customer service centers are met. Shared customer centers show the interlocking of back office operations of several subsidiaries. They can be seen as an internal coor in sourcing initiatives.
6. This strategy is described under the income increases, the strategies. Technically speaking depend, is the preferred strategy Art sourcing mainly on the shape of cost curves for a certain product, the position of the bank on that curve, and the price of the option.
7. There are three hypothetical cost curves from the shape of the curves may differ for different products, because the relationship between fixed and Variablekosten varies per product. The curves do not necessarily show a continuous downward slope with wax volumes, since likely at some point need new investments to be treated, propagation, characterized scale. Theoretically, therefore, can lead insourcing, intuitive results
counter: multiplying unit cost. The position of the cost curves can also differ between countries, which are the main driver behind the current trend of outsourcing ICT activities to low wage countries such as India. Expect 2 Hypothetical devel

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