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1、E-banking and managerial challengesMohammad Reza BananInternet technology is rapidly changing the way personal financial services are being designed and delivered.Hence,banks have found themselves at the forefront of technology adoption for the past three decades.Banks began to look at E-banking as
2、a means to replace some of their traditional branch functions.Although Electronic banking systems provide us with easy access to banking services,E-banking has introduced new business challenges. 1-IntroductionE-commerce fundamentally focuses on the electronic exchange of information usinginformatio
3、n and telecommunication infrastructures(particularly the World Wide Web and theinternet).E-commerce encompasses a wide range of commercial activities that can be categorizedinto business-to-business sectors.Industry sectors such as banking have openly embraced e-commerce to improve their performance
4、 and gain a strategic competitive advantage.A common strategic dilemma challenging leaders is how to ignite a change initiative that will generate competitive advantage(Khan,2006).Through e-commerce,we can,according to Weeks and Frisone(1999),expect the following changes in the traditional distribut
5、ion and marketing of everyday products and services including inancial services: (1)transfer of bargaining power to the consumer; (2)shift to auction pricing; (3) creation of new distribution channels; (4)adoption of new marketing and pricing models (5)reduce the need for support staff.2-Literature
6、reviewIn this part,first we explain the fundamental concepts of E-banking and its challenges indifferent situations.Then according to the aim of this paper and TAM,we associate with change management issues and its relations to successful implementing of E-banking.。2-1-E-banking:concepts and definit
7、ionsThe information technology(IT)revolution of the last 2 decades of the 20th century led to aproliferation of personal computers(PCs),servers,modems and other associated electronic dataterminal equipment.This rapid growth and expansion of IT and telecommunication networks andinterconnectivity enco
8、uraged the introduction of electronic services and non-more so than in the retail trade and in the provision of electronic banking.E-banking in this study is defined as an Internet portal,through which customers can usedifferent kinds of banking services ranging from bill payment to making investmen
9、ts.Therefore banksWeb sites that offer only information on their pages without possibility to do any transactions are not qualified as E-banking services Everybody can see the great struggling competition within banks for achieving betterperformance for satisfying customers needs.In the many researc
10、hes improving it in the electronicsector of banks becomes so important.For example according to a research,the top factors found tobe most critical for the success in E-banking are:quick responsive products/services,organizational flexibility,services expansion,systems integration and enhanced custo
11、mer service。2-2-The reasons of E-banking development:The properties of the Internet make it an ideal medium for delivery of banking products and services.Both financial entities and customers of financial products and services are benefitingfrom the spread of online banking services(Guerrero et al.,
12、2007).Some banks also allow servicesas stock market transactions,and the submission of standardized accounting payment files for bank transfers to third parties(Claessens et al.,2002).The number of E-banking services tocustomers continues to grow and the Internet offers enormous opportunities for ba
13、nks,and otherfinancial services to fundamentally reshape their organizations(US web corporation,2001).Banks can generate revenue through increased account,access fees and benefit from promotional opportunity to cross-sell products such as credit cards and loans(Yerkes,1988)As we saw,E-banking offers
14、 many benefits to banks as well as to customers.One of the mainreasons for the growth of E-banking is that,if handled correctly,it can significantly lower the costof delivering products and services.Costs of transactions in E-banking can be as low as a tenth of the cost of banking through convention
15、al means.So,we can find two fundamental reasonsunderlying E-banking development and diffusion.First,banks get notable cost savings by offeringE-banking services.It has been proved that E-banking channel is the cheapest delivery channel for banking products once established(Sathye,1999;Robinson,2000;
16、Giglio,2002).Second,bankshave reduced their branch networks and downsized the number of service staff,which has paved theway to self-service channels as quite many customers felt that branch banking took too much time2-3-Change managementChange and its management in organizations are a key theme and topic for discussion amongmanagers everywhere.This is not unusual in the history of mankind.What perhaps is different this time is that change shall be managed(Diefenbach,2007).The mana
