The role of digitized services to improve international activities of banks
2016
Kliedere, E., Latectus, Ltd., Valdlauci, Kekava parish, Kekava Municipality (Latvia) | Jurgelane, I., Riga Technical Univ. (Latvia)
Due to the globalization, the financial sector has undergone major changes in the way services are provided and delivered. Customers increasingly prefer to receive services remotely, which is a more convenient and faster way, but the majority of European banks are not ready to provide it. 90% of European banks invest less than 0.5% of total spending on service digitization; therefore, only 20 – 40% of the processes are digitized. The service digitization can be a major challenge for banks in the future. Only banks that provide a full range of digitized services will be able to increase profitability and revenues and reduce costs. Therefore, it is necessary to analyse the satisfaction of international corporate customers and define the role of digitized services to improve international activities of banks. Quantitative and qualitative research methods, including the statistical data analysis, graphical analysis, linear and multiple regression analysis, correlation, comparison and grouping methods, as well as survey have been used for the research, and SPSS 20 has been used for data processing. So far there are no analyses of the digitized services in Latvia that would be based on international customer experience and needs. The results of the research concluded that the higher usefulness indicator, the higher is the possibility that international corporate customers will continue to use internet banking services. The digitized services strategy ensures the availability of essential daily digitized services in internet banking and ensures the savings in time and in financial resources for the bank and its international corporate customers.
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