Digitalno bankarstvo na primjeru Zagrebačke banke d.d.

undergraduate thesis

• Title (english): Digital banking on the example of Zagrebačka banka d.d.
• Author: Sonja Kolaric
• Mentor: August Cesarec (mentor)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Finance); Zagreb
• Defense date and country: 2024-09-16, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Finance

Abstract

Digitalno bankarstvo je proces kojim banke svojim klijentima proširuju svoje transakcijske mogućnosti putem različitih sigurnih digitalnih kanala, upravljajući sigurnošću podataka, povezanim smanjenjem rizika i standardiziranim dijelovima samih banaka. Kako bi se premašila očekivanja klijenata i poboljšala praktičnost i iskustvo, to se postiže spajanjem usluga internetskog i mobilnog bankarstva te primjenom najsuvremenijih digitalnih tehnologija poput društvenih medija, analitike i kreativnih rješenja za plaćanje. Pristup internetskom bankarstvu rezultirao je smanjenjem troškova obrade transakcija digitalnim kanalima, koji su do 20 puta jeftiniji od onih u podružnici i obično 5 puta jeftiniji od onih koji koriste bankomate. S jedne strane, došlo je do gubitka vrste izravnog angažmana koji je omogućio razumijevanje zahtjeva kupaca i olakšavanje prodaje robe i usluga. S druge strane, banke više nemaju toliko visoke režijske troškove, ali nemaju ni tako visoku profitnu maržu. Kako bi privukle klijente banke se moraju razlikovati od konkurencije dosljednim inovacijama, poboljšanjima i fokusiranom, prilagođenom ponudom. Kao alat za zadržavanje i privlačenje novih korisnika mobilno bankarstvo počinje igrati veliku ulogu u tome koliko su banke konkurentne. Mobilno bankarstvo je usluga koja korisnicima omogućuje praćenje stanja računa i prometa, plaćanja računa i otvorenih računa, a da ne moraju posjetiti banku. Sve generacije koriste mobilno bankarstvo jer imaju pristup banci u svakom trenutku i na svakom mjestu, bez obzira na lokaciju podružnice ili radno vrijeme. U radu će se opisivati povijest digitalnog bankarstva, njegove vrste i karakteristike, a nakon toga će se tema obraditi na primjeru Zagrebačke banke d. d. i njenih usluga te usporediti s konkurencijom. Cilj ovog rada jest objasniti digitalno bankarstvo i usluge koje nudi na konkretnom primjeru.

Abstract (english)

Digital banking is the process by which banks extend their transaction capabilities to their customers through various secure digital channels, managing data security, related risk reduction and standardized parts of the banks themselves. In order to exceed customer expectations and improve convenience and experience, this is achieved by combining online and mobile banking services and applying cutting-edge digital technologies such as social media, analytics and creative payment solutions. Access to online banking has resulted in a reduction in transaction processing costs through digital channels, which are up to 20 times cheaper than those in a branch and typically 5 times cheaper than those using ATMs.On the one hand, there has been a loss of the kind of direct engagement that made it possible to understand customer requirements and facilitate the sale of goods and services. On the other hand, banks no longer have such high overhead costs, but neither do they have such a high profit margin. In order to attract customers, banks must differentiate themselves from the competition through consistent innovation, improvement and a focused, tailored offering. As a tool to retain and attract new customers, mobile banking is starting to play a big role in how competitive banks are. Mobile banking is a service that allows users to monitor account balances and transactions, bill payments and open accounts without having to visit the bank. All generations use mobile banking because they have access to the bank at any time and in any place, regardless of branch location or business hours. The paper will describe the history of digital banking, its types and characteristics, and after that the topic will be covered using the example of Zagrebačka banka d. d. d. and its services and compared with the competition. The aim of this paper is to explain digital banking and the services it offers using a concrete example.

• Keywords: banka. financijsko tržište; mobilno bankarstvo; internet bankarstvo; Zagrebačka banka.
• Keywords (english): bank; financial market; mobile banking; internet banking; Zagrebačka banka.
• Language: croatian
• URN:NBN: urn:nbn:hr:148:053349
• Study programme: Title: Business economics; Study programme type: professional; Study level: undergraduate; Academic / professional title: prvostupnik (baccalaureus) ekonomije/prvostupnica (baccalaurea) ekonomije (prvostupnik (baccalaureus) ekonomije/prvostupnica (baccalaurea) ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Embargoed access; Embargo expiration date: 2025-09-17
• Created on: 2024-09-17 14:06:13