Title: The impact of new media on bank processes: a Delphi study

Authors: Key Pousttchi; Jürgen Moormann; Josef Felten

Addresses: wi-mobile Research Group, University of Augsburg, Augsburg 86135, Germany ' ProcessLab, Frankfurt School of Finance & Management, Frankfurt am Main 60314, Germany ' wi-mobile Research Group, University of Augsburg, Augsburg 86135, Germany

Abstract: Banks seek to utilise new media such as social networks, mobile devices or NFC. At the same time, new media augment market power of customers and open up opportunities for near- and non-banks to compete. Following these developments, the aim of our research is to document bankers' view on the impact of new media on bank processes. Therefore, we conduct a three-round Delphi study with 23 experts, resulting in assessments for 226 single items. Results include that the traditional interaction scenario is expected to remain leading throughout a 5-10 years' prospect but lose considerable share against impersonal and indirect scenarios, a clear request for channel-independent business processes and a strong impact of mobile banking on the bank processes. Furthermore, an increasing importance of mobile payments is expected even by traditional bank experts. As a methodical contribution, we introduce Delphi diagrams for the presentation of the study results.

Keywords: new media; social media; bank processes; business processes; customer-to-bank interaction; digital banking; mobile banking; m-banking; Delphi study; e-banking; electronic banking; online banking; social networks; mobile payment; m-payment.

DOI: 10.1504/IJEB.2015.068305

International Journal of Electronic Business, 2015 Vol.12 No.1, pp.1 - 45

Available online: 26 Mar 2015 *

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