Stratégies de digitalisation des services bancaires, étude de satisfactions des clients et recommandations

Abstract

The world in which we live changes and so do the banks. Since these last couple of years, the relationship between banks and their clients is in a turning point. According to the figures of the European Banking Federation, 9.100 of the 198.000 listed banking agencies have closed in 2017 which represent 4,6%. We are clearly within a digitalization era where the way banks provide services to clients will change totally. As e-banking become more and more popular, banks invest billions of euros to accelerate their digital transformation and to be more attractive and more competitive. In this new world, the key factor for the success will be the client understanding. Indeed, the services will have to be client needs oriented. They will have to be designed in order to fulfill client needs and meet their expectations in order to maintain and hopefully increase their satisfaction. The goal of the study will be to determine level of satisfaction of users of e-banking services. This work will be divided into two parts. The first part will be a theoretical part where we will talk about technology in the bank area. In this part we will also talk about the digital transformation plan of BNP Paribas. Then, we will determine, through scientific literature, factors that have an influence on e-banking users ‘satisfaction. The second part will be more practical. We will analyze statistically the answers to a questionnaire that we distributed to a sample of e-banking users. The goal will be to make sure if the factors that we determine in the theoretical part have a significant influence on users ‘satisfaction.