法国assignment：典型的服务结合

法国assignment:典型的服务结合
Typical Service Combining

1.介绍

在特定情况下的电子商务、电子银行是一个结合通信和分销渠道的典型服务。电子银行应用程序有一个持续的进化时间。在创新的背景下，从他们神奇的现象中，银行业变得相对标准化，处于当前收敛的状态。

在过去的十年里，电子银行发展迅速。IT行业的创新就像网络贸易和安全信息交流已经成为电子银行的触发因素。这些IT方面的因素已经持续给电子银行的发展带来了压力。电子银行功能也受到新客户的需要，获得提供电子银行服务融合，因而不断发展着。在线服务的演变需求引起了底层电子银行应用程序的连续演化。这进化压力给开发人员和维护人员提出了许多有趣的问题,其中一些可以很容易地被其他基于网络的电子商务应用程序所推断。
电子银行可以被看作是一个先进的电子商务活动。一些确定的问题对其他相近的站域是有效的,其中一些电子银行应用程序是明确的。有一些常见的场景在金融和银行领域出现了商业模式演化。意识存在的问题对从业者和学术研究人员非常有用。
第一,这些问题可能会通过进化过程提供一些指南,其次，一些已经被确定的问题代表了广泛的研究领域。事实上,我们发现，现有必须被完成的科学知识之间存在着差距。我们相信每一个已确定的问题值得深入研究。电子银行应用程序,作为银行信息系统的一部分,有着复杂的组成和不同的维度:商业、技术和组织。我们计划使用更详细的方式来巩固问题,理解电子商务应用进化，源于它的模型。

1.介绍——1. INTRODUCTION

As a specific case of E-Commerce, E-Banking is a typical service combining a communication and a distribution channel. E-Banking applications have had a continuous evolution over the time, from their apparition in the context of innovation in the banking sector to the relative standardisation and convergence of current state.

E-Banking developed and evolved rapidly during the last ten years. IT innovations like web-commerce and secure information exchanges have been a trigging factor for EBanking appearance. These IT factors continue to bring pressure to e-banking development. E-Banking functionality is also evolving continuously driven by the necessity to cover new client's needs and to procure more integration between electronically available banking services. The evolution of demand in online services induces a continuous evolution of the underlying E-Banking applications. This evolution pressure raises a number of interesting questions to developers and maintainers, some of which can be easily extrapolated to other web-based e-commerce applications.

E-Banking can be seen as an advanced Ecommerce activity. Some of the identified issues are valid for other close standing domains, some of them are specific for E-Banking applications evolution. There are some common scenarios for business model evolution in finance and banking domain. Awareness of the existence of the issues is extremely useful for practitioners and academic researchers.

For the first ones, these issues may serve some guideline through the evolution process, for second ones the identified issues represent the field for the wide research. In fact, we identified the existing gap in scientific knowledge that must be completed. We believe that each of the identified issues deserves to be studied deeply. E-Banking applications, as a part of a bank information system, have complex composition and different dimensions: business, technological, and organisational. We plan to consolidate issues in a much more detailed manner and derive from it a model for understanding E-Commerce applications evolution. We plan as well to focus some efforts of our future research on the evolution of the E-Banking applications related to the evolution of clients needs.

1.1 英国银行服务——1.1 UK BANKING SERVICES

Over the last few years European banks have spent billions of euros on new electronic channels. However, after some years of excitement it was clear that the banks' long-awaited skyrocketing profits from this area would not be netted. A few years ago no self-respecting financial consultant would travel without it: the bar chart showing that the marginal cost of Internet banking transactions was a tiny fraction of the cost of branch banking. It was the chart that launched dozens of standalone Internet banks. As a result, European banks have poured billions of euros into building direct channels like the Web, upgrading branches and call centers, and trying to integrate all these channels. Major financial futurists predicted bright prospects to electronic banking. But after some years of excitement it appeared that the banks' long-awaited sky-rocketing profits from this area would not be yielded. Around the world, Internet banks are faltering. This situation requires a profound analysis to be able to understand the real cost of e-banking, and e-bank transactions in particular.

1.2 电子银行概述——1.2 E-BANKING-AN OVERVIEW

With cybercafes and kiosks springing up in different cities access to the Net is going to be easy. Internet banking (also referred as e banking) is the latest in this series of technological wonders in the recent past involving use of Internet for delivery of banking products & services. Even the Morgan Stanley Dean Witter Internet research emphasised that Web is more important for retail financial services than for many other industries.

Internet banking is changing the banking industry and is having the major effects on banking relationships. Banking is now no longer confined to the branches were one has to approach the branch in person, to withdraw cash or deposit a cheque or request a statement of accounts. In true Internet banking, any inquiry or transaction is processed online without any reference to the branch (anywhere banking) at any time. Providing Internet banking is increasingly becoming a "need to have" than a "nice to have" service. The net banking, thus, now is more of a norm rather than an exception in many developed countries due to the fact that it is the cheapest way of providing banking services.

For many consumers, electronic banking means 24-hour access to cash through an automated teller machine (ATM) or Direct Deposit of paychecks into checking or savings accounts. But electronic banking now involves many different types of transactions.

1.3 电子银行和增值服务——1.3 E-BANKING AND VALUE ADDED SERVICES

The types of electronic banking technology are open to financial institutions in UK. It then proceeds to examine how various electronic products might be attractive to potential customers in terms of improved accessibility, affordability and ease of use. It also focuses on the functionality of electronic cards, pricing of electronic solutions, the segmentation of different electronic products for different client groups. This article describes how the evolution of the financial and retail sectors, the extent of financial literacy and the policy and regulatory environment should support these developments.

Electronic banking can offer customers an enhanced range of services at a very low cost. ATMs are expensive to own but are a much cheaper way of processing withdrawals than over the counter. The distribution infrastructure for mobile phone banking is already in existence. Electronic Banking promises to extend low-cost virtual bank accounts to a large number of currently un-banked individuals worldwide. Change is being driven by falling costs of technology, by competition and by the ability of electronic banking solutions to offer customers an enhanced range of services at a very low cost.

电子银行技术——Electronic Banking Technology

There are a number of options facing institutions thinking about investing in electronic banking for the mass market. This article attempts to provide a detailed comparison of the different technical options. The options include the following.

Personal Digital Assistants (PDAs)

An increasing number of financial institutions are introducing personal digital assistants (PDAs). PDAs are small hand-held computers that can run specialized programmes to manage MFI and client records.

Automated Teller Machines (ATMs)

ATMs can be fully functional teller machines that accept deposits, dispense cash and can be programmed with other functions. Or they can be cash dispensers only. ATMs are expensive to own and operate but offer the financial institution a much cheaper way of processing a large volume of withdrawals than through over-the-counter operations.

磁卡——Magstripe Cards

Debit cards, often based around magnetic stripe technology, allow customers online access to their accounts through a network of POS (point-of-sale) devices and ATMs. The principle advantages quoted by proponents of magstripe cards are low price and the requirement that transactions are performed online.

智能卡——Smart cards

Smart cards have a machine-readable chip embedded in the card. This chip is able to store detailed transaction records offline and perform transactions without a link to the customer's account. In order to do this, value is stored on the chip by the customer and is periodically reloaded, over the counter, through ATM machines or through POS devices. The principle advantages quoted by proponents of the smart card are security and offline functionality. Biometric security allows a cardholder's picture and fingerprints to be stored on the card and used to identify the user.

欧元卡、万事达卡和护照——Euro card, MasterCard and Visa

They are currently introducing a new standard (called EMV) whereby all Visa, MasterCard and Euro card branded cards will be issued with a magstripe and a smart chip. Whilst this offers security advantages, it could significantly increase the cost of any mass market solution that relies upon the Visa or MasterCard distribution network.

手机银行——Mobile phone banking

The phenomenal expansion of mobile phone networks in Africa and other parts of the world provides an opportunity to operate virtual bank accounts through mobile phones, either through menu-driven systems or through SMS (short message service, or text messaging) technology which is already being used by millions. This option has the significant advantage that the distribution infrastructure is already in existence - through millions of mobile phones.

The customer perspective - the value proposition

An electronic banking solution must provide sufficient value to persuade the customer to move away from cash. However, cash is an incredibly versatile medium of exchange. It is universally recognized as a store of value, it is accessible, portable and divisible. The Significant factors that are valued by the customer include features, accessibility of the service, affordability and ease of use.

电子银行的特征——Features of E-Banking

Many early electronic banking initiatives were designed to reduce the cost of transactions for the financial institution as much as to deliver value to the customer. However, an electronic banking solution can be designed as a low-cost bank account on a card or telephone, with a number of features valuable to customers, such as cash withdrawals and cash-back transactions, deposits, payments and transfers. Added-value services can be provided such as loyalty programmes, person-to-person transfers, airtime top up for mobile phones and government payments.

Acceptability: Although there may be an age bias in the acceptability of e-banking solutions, practical experience has demonstrated that the bias towards paper-based record keeping in developing markets is far lower than might be expected.

Accessibility: E-banking has the potential to provide accessible, convenient financial services because it no longer requires a 'bricks and mortar' infrastructure, operated by the permanent staff of a financial institution. E-banking uses an electronic infrastructure and in many cases relies upon third parties to originate transactions. However, partners in an e-banking initiative differ in nature, in location, in accessibility for the poor and in the functionality they are able to provide. These factors are explored in Table 1.

Affordability: Customers on low incomes should find the transactions affordable. Charges need to be designed around a greater volume of low value transactions, probably charging customers a fee per transaction rather than a percentage per transaction, as is the case with Visa and MasterCard. For certain value-added transactions, like person-to-person money transfers, where alternatives are much more expensive.

Ease of use: Systems should be simple to use, fast and user friendly. Service should be standardized so that wherever the solution is used the customer is familiar with the procedure followed. Customers should have ready sources of advice, whether this is through call centres, through publicity or through physical presence.

1.4 电子转账系统——1.4 ELECTRONIC FUND TRANSFERS

Electronic banking, also known as electronic fund transfer (EFT), uses computer and electronic technology as a substitute for checks and other paper transactions. EFTs are initiated through devices like cards or codes that let, or those authorize, access the account. Many financial institutions use ATM or debit cards and Personal Identification Numbers (PINs) for this purpose. Some use other forms of debit cards such as those that require, at the most, the signature or a scan. The federal Electronic Fund Transfer Act (EFT Act) covers some electronic consumer transactions.

EFT offers several services that consumers may find practical:
?Automated Teller Machines or 24-hour Tellers are electronic terminals that let the bank almost any time. To withdraw cash, make deposits, or transfer funds between accounts, generally insert an ATM card and enter the PIN. Some financial institutions and ATM owners charge a fee, particularly to consumers who don't have accounts with them or on transactions at remote locations. Generally, ATMs must tell they charge a fee and its amount on or at the terminal screen before complete the transaction. Check the rules of the institution and ATMs, use to find out when or whether a fee is charged.
?Direct Deposit lets authorize specific deposits, such as paychecks and Social Security checks, to the account on a regular basis. Customer also may pre-authorize direct withdrawals so that recurring bills, such as insurance premiums, mortgages, and utility bills, are paid automatically. Be cautious before pre-authorize direct withdrawals to pay sellers or companies with whom customers are unfamiliar; funds from the bank account could be withdrawn fraudulently.
?Pay-by-Phone Systems, call financial institution with instructions to pay certain bills or to transfer funds between accounts. Customers must have an agreement with the institution to make such transfers.
?Personal Computer Banking: Handle many banking transactions via the personal computer. For instance, customers may use their computer to view their account balance, request transfers between accounts, and pay bills electronically.
?Debit Card Purchase Transactions: Make purchases with a debit card, which also may be ATM card. This could occur at a store or business, on the Internet or online, or by phone. The process is similar to using a credit card, with some important exceptions. While the process is fast and easy, a debit card purchase transfers money ? fairly quickly ? from the bank account to the company's account. So it's important that customers have funds in the account to cover purchase. This means customers need to keep accurate records of the dates and amounts of the debit card purchases and ATM withdrawals in addition to any checks write. Also be sure customers know the store or business before customers provide the debit card information, to avoid the possible loss of funds through fraud. The liability for unauthorized use, and rights for error resolution, may differ with a debit card.
?Electronic Check Conversion converts a paper check into an electronic payment in a store or when a company receives check in the mail. In a store, when customers give check to a cashier, the check is run through an electronic system that captures customers banking information and the amount of the check. Customers asked to sign a receipt and customers get a copy for customers records. When customers check has been handed back to customers, it should be voided or marked by the merchant so that it can't be used again. The merchant electronically sends information from the check (but not the check itself) to bank or other financial institution, and the funds are transferred into the merchant's account. When customers mail-in a check for payment to a merchant or other company, they may electronically send information from check (but not the check itself) through the system, and the funds are transferred into their account. For a mailed check, customers should still receive advance notice from a company that expects to send check information through the system electronically. The merchant or other company might include the notice on monthly statement or under its terms and conditions. The notice also should state if the merchant or company will electronically collect from customers account a fee ? like a "bounced check" fee ? if customers have insufficient funds to cover the transaction.

Be especially careful in Internet and telephone transactions that may involve use of customers bank account information, rather than a check. A legitimate merchant that lets customers use customers bank account information to make a purchase or pay on an account should post information about the process on their website or explain the process over the telephone. The merchant also should ask for customers permission to electronically debit customers bank account for the item customers purchasing or paying on. However, because Internet and telephone electronic debits don't occur face-to-face, customers should be cautious with whom customers reveal customers bank account information. Don't give this information to sellers with whom customers have no prior experience or with whom customers have not initiated the call, or to companies that seem reluctant to provide information or discuss the process with customers.

Not all electronic fund transfers are covered by the EFT Act. For example, some financial institutions and merchants issue cards with cash value stored electronically on the card itself. Examples include prepaid telephone cards, mass transit passes, and some gift cards. These "stored-value" cards, as well as transactions using them, may not be covered by the EFT Act. This means customers may not be covered for the loss or misuse of the card. Ask customers financial institution or merchant about any protections offered for these cards.

2.文献评论——2. REVIEW OF LITERATURE

Claessens et al (2001) mention the leapfrogging opportunities e-finance provides to emerging countries. Despite weak financial systems and structures, these countries may benefit from their access to the latest technology when building up their financial intermediation infrastructure.

"E-finance can allow countries to establish a financial system without first building a fully functioning financial infrastructure. Because e-finance is much cheaper, since it lowers processing costs for providers and search and switching costs for consumers, providers can market financial services involving smaller transactions to lower-income borrowers, even in remote areas. To further this, government's main role will be to enhance the enabling environment."