Creating Value in E-Banking: Efficient Usage of E-Commerce Applications and Technologies

Currently the finance industry is impacted by tremendous changes in its business processes. E-banking related developments such as online banking or brokerage services have reduced the importance of physical branches and changed the demands by customers on products and services. This paper analyses the differences in the finance sector in four countries based on empirical data collected via a survey. Best practice cases such as Denmark or the US in performing e-banking in an efficient way are identified by using a data envelopment analysis (DEA).–Aside from different degrees of E-Commerce diffusion differences among these four countries are observable in the strategic usage of E-Commerce. Perceived efficiency varies depending on the strategically oriented usage of E-Commerce. Leading banks in the sample have implemented deliberately and strategically a wide range of E-Commerce applications, resulting in a higher satisfaction rate, while less efficient banks are characterized by unfocused usage.