• KSII Transactions on Internet and Information Systems (TIIS)
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• v.10 no.2
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• pp.684-702
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• 2016

The changes new technologies have brought to banking over the past decade are enormous in their impact on the ways of doing business and providing customer services, most notably in the areas of customer service channels. Banks have been trying to move away from the traditional, branch-based and costly staff-assisted channels toward self-assisted channels, i.e. internet banking and mobile banking, to drive down costs and improve customer loyalty. How internet and mobile have reshaped the user experience of banking service channel? To provide valuable insights for this question, this research investigates and compares customer's channel choice behavior and profit changes from bank's branch closure. Applying the propensity scoring matching method, the results of analysis demonstrates that the mobile channel can be a realistic alternative to conventional branches. Also, the reserch result shows banks can reduce conventional branches while experiencing a positive implications on their profits from the customers. Another significant implication from the research is, to accelerate the shift to digital channels, banks need to put more efforts on developing functions in the mobile channel that will allow friendly interaction with customers and consultation, such as video consultation, interactive chat, and location-based product recommendation.

• Asia pacific journal of information systems
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• v.33 no.3
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• pp.702-736
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• 2023

Artificial Intelligence (AI) and the technologies powered by AI fuel the fourth industrial revolution. Being the primary adopter of such innovations, banking has recently started using the most common AI-based technology, i.e., conversational agents. Although research extensively focuses on this niche area and provides bibliometric understanding for such agents in other industries, a similar review with scientometric insights of the banking literature concerning AI conversational agents is absent till date. Furthermore, in the era following the pandemic, banks are faced with the imperative to provide solutions that align with the changing landscape of remote consumer behavior. As a result, banks are proactively integrating technology-driven solutions, such as automated agents, to effectively address the growing demand for remote customer support. Hence more research is needed to perfect such agents. In order to bridge these existing gaps, the present study undertook a comprehensive examination of two decades' worth of banking literature. A meticulous review was conducted, analyzing approximately 116 papers published from 2003 to 2023. The aim was to provide a scientometric overview of the topic, catering to the research needs of both academic and industrial professionals. Holistically, the study seeks to present a macro-view about the existing trends in AI based banking conversational agents' literature while focusing on quantity, qualitative and structural indicators that are effectively necessary to offer new directions for the AI-based banking solutions. Our study, therefore, presents insights surrounding the literature, using selected techniques related to performance analysis and science mapping.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.21 no.4
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• pp.47-60
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• 2011

With the increase in the use of mobile banking service, mobile banking has become an attractive target to attackers. Even though many security measures are applied to the current mobile banking service, some threats such as physical theft or penetration to a mobile device from remote side are still remained as unsolved. With aiming to fill this void, we propose a novel approach to prevent e-financial incidents by analyzing mobile device user's input patterns. This approach helps us to distinguish between original user's usage and attacker's usage through analyzing personal input patterns such as input time-interval, finger pressure level on the touch screen. Our proposed method shows high accuracy, and is effective to prevent the e-finance incidents proactively.

• The Journal of Society for e-Business Studies
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• v.23 no.3
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• pp.111-128
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• 2018

Today the paradigm of the financial services industry is shifting to mobile banking, and each financial company provides a variety of mobile banking services. Because of the innovation of mobile banking service, the Internet Only Bank has been launched recently. However, the actual number of users is far less than the number of subscribers. The purpose of this study is to investigate the factors affecting the intention to use of Internet only banking service by applying Task-Technology Fit (TTF) theory. In order to carry out this research, we conducted a survey on the user of the Internet only banking services, tested the measurement validity/reliability analysis and derived structural equation model. The results indicate that there are significant correlations between technology characteristics and task-technology fit and between task-technology fit and continuance intention. The results of this study are expected to provide implications for securing and maintaining the users of Internet banking providers.

• Proceedings of the Korea Information Processing Society Conference
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• 2004.11a
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• pp.543-546
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• 2004

Web Services are rapidity becoming the enabling technology of today's e-business and e-commerce systems, and will soon transform the Web into distributed applications. The aim of this paper is to present our approach in applying Web Services into the Internet transaction banking system. The system is integrated among backend system of banks so that each bank system can communicate with each other in order to perform transactions in transferring money from an account in one bank to an account in the partner bank and vise versa. The backend systems of banks are heterogeneous information systems; therefore it is difficult to build a common environment using existing distributed technologies. Web Services provide a means for different organizations to connect their applications with one another to conduct business across a network in a platform and language independent manner [1]. The paper will examine these benefits of Web Services and apply these features into the Internet banking transaction system regardless of platform, programming languages as well as existing backend system of banks.

• The Journal of Society for e-Business Studies
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• v.11 no.3
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• pp.13-34
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• 2006

Mobile technology-supported services have become one of the inevitable parts of present people's lives and mobile business have been spreading remarkably fast. This study is to find out key parts for popularizing mobile banking services by clarifying mobile banking acceptance factors and to get some practical tips for service providers and users. The results show that innovation and functional risk are found to have a significant effect on the use intention. And social influence and institution-based trust factors are found to have a strong positive effect on use intention.

• KDI Journal of Economic Policy
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• v.44 no.3
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• pp.1-26
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• 2022

This paper analyzes the effects of the cut in the legal maximum interest rate (from 27.4% to 24%) that occurred in February of 2018 on loan interest rates, the default rates, and the loan approval rate of borrowers in the non-banking sector. We use the difference-in-difference identification strategy to estimate the effect of the cut in the legal maximum interest rate using micro-level data from a major credit-rating company. The legal maximum rate cut significantly lowers the loan interest rate and default rate of low-credit borrowers (i.e., high-credit-risk borrowers) in the non-banking sector. However, this effect is limited to borrowers who have not been excluded from the market despite the legal maximum interest rate cut. The loan approval rate of low-credit borrowers decreased significantly after the legal maximum interest rate cut. Meanwhile, the loan approval rate of high-credit and medium-credit (i.e., low credit risk and medium credit risk) borrowers increased. This implies that financial institutions in the non-banking sector should reduce the loan supply to low-credit borrowers who are no longer profitable while increasing the loan supply to high- and medium-credit borrowers.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.5
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• pp.75-86
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• 2022

The service industry has been acknowledged as a critical part of mobile banking services in recent years. This study examines the impact of e-service quality and loyalty on the intention to use and use behavior of mobile banking services in Mongolia, a Central Asian country. As a result, based on past research, a conceptual model was suggested. This study comprises 209 completed questionnaires from young Mongolians who own a bank account and a smartphone. The data was collected based on convenience sampling, and it was analyzed with SmartPLS software using a partial least squares-structural equation modeling (PLS-SEM) technique. The findings indicate that system quality, interface design, and security assurance have a significant positive impact on service quality; service quality has a positive impact on loyalty. Moreover, the results reveal that service quality and loyalty have a significant influence on the intention to use mobile banking services. The findings of this study suggest that local or international banks and financial institutions in Mongolia should consider system quality, interface design, and security concerns as key successors to building perceived security quality to retain current mobile banking users and attract new customers.

• The Journal of Society for e-Business Studies
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• v.9 no.3
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• pp.191-205
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• 2004

In banking industry, as competition of retail finance is intensive, there appeared eCRM which is a kind of marketing strategy, not only screening good customers but also doing one-to-one marketing for improving customer royalty and satisfaction of goods and service of bank. The strategic importance of eCRM is increasing more and more. We studied bank to use the advantage of expert system and eCRM. The expert system is used as a tool to analyze eCRM. In this paper, first, we presented an eCRM system architecture using expert systems in banking business. Secondly, a bank financial goods recommendation system using expert system is designed and developed. Customers will receive the good quality financial services from the expert system and banks also will acquire the good quality customer data from the expert system.

• 한국경영정보학회:학술대회논문집
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• 2007.06a
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• pp.469-472
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• 2007

This study deals with an important but ignored topic in IS research, the trustee issue. The purpose of this study, performed in the context of mobile banking, is: (1) to broaden the types of trustees (vendors, mobile channel, customers themselves) that customers consider in the adoption of emerging IT services and (2) to investigate the relationships between customer intention to adopt new IT services and trust in three different trustee types. The analysis showed that customers' self-trust is the most important in shaping their intention to adopt mobile banking. Consumer trust in the mobile channel came in second. Unlike the results of previous research, the effect of customers' trust in vendors was insignificant in mobile banking.