Advanced

Hur kan lokala banker öka lönsamheten hos sina privatkunder genom digitalisering?

Ehn, Jonatan and Henriksson, Wilhelm (2017) MIO920
Production Management
Abstract
Background
Digitalisation has a big impact on the financial services industry in terms of new business and
cost cutting opportunities, but also as threats from disruptive competitors. The financial sector
is also pressured by increasingly strict regulations. New and extended regulations drive costs
associated with risk management and compliance which makes it more difficult to uphold
historical profitability levels. Increased digitalisation in the industry can be seen as a potential
way to counter this problem by creating new business opportunities, up customer satisfaction
and reduce cost.
Purpose
The purpose of this thesis is to develop a conceptual framework for how a local bank, with
regards to its specific situation, can... (More)
Background
Digitalisation has a big impact on the financial services industry in terms of new business and
cost cutting opportunities, but also as threats from disruptive competitors. The financial sector
is also pressured by increasingly strict regulations. New and extended regulations drive costs
associated with risk management and compliance which makes it more difficult to uphold
historical profitability levels. Increased digitalisation in the industry can be seen as a potential
way to counter this problem by creating new business opportunities, up customer satisfaction
and reduce cost.
Purpose
The purpose of this thesis is to develop a conceptual framework for how a local bank, with
regards to its specific situation, can increase its customer profitability through differentiated
and targeted digitalisation initiatives. The purpose also includes applying the framework at a
local bank as well as evaluating its strength.
Methodology
The thesis project is conducted as a case study on a local bank in Sweden. The thesis is divided
into three different parts, where the first part constitutes the development of the conceptual
framework. In the second part the framework is applied on the case bank, while the third part of
the thesis evaluates the strength of the framework based on the outcome of its application as
well as reception at the case bank. The data included in the case study is mainly obtained through literature reviews, interviews at the case bank and customer data from the case bank’s
ERP.
Conclusions
By applying the framework on the case bank a number of digitalisation initiatives were
generated. These initiatives together with the analysis backing them up were highly appreciated
by the case bank which serves as an argument for the strength and applicability of the
framework. However, since the framework only has been applied on one case bank its
applicability can not be generalised. The framework serves instead as an alpha version which
can be further developed and evaluated to confirm its general potential to generate targeted
digitalisation initiatives with the aim to increase customer profitability for local banks. (Less)
Please use this url to cite or link to this publication:
author
Ehn, Jonatan and Henriksson, Wilhelm
supervisor
organization
course
MIO920
year
type
M1 - University Diploma
subject
keywords
Digitalisation, customer profitability, profitability potential, retail bank, case study
other publication id
17/5583
language
Swedish
id
8919167
date added to LUP
2017-06-27 15:38:52
date last changed
2017-06-27 15:38:52
@misc{8919167,
  abstract     = {Background
Digitalisation has a big impact on the financial services industry in terms of new business and
cost cutting opportunities, but also as threats from disruptive competitors. The financial sector
is also pressured by increasingly strict regulations. New and extended regulations drive costs
associated with risk management and compliance which makes it more difficult to uphold
historical profitability levels. Increased digitalisation in the industry can be seen as a potential
way to counter this problem by creating new business opportunities, up customer satisfaction
and reduce cost.
Purpose
The purpose of this thesis is to develop a conceptual framework for how a local bank, with
regards to its specific situation, can increase its customer profitability through differentiated
and targeted digitalisation initiatives. The purpose also includes applying the framework at a
local bank as well as evaluating its strength.
Methodology
The thesis project is conducted as a case study on a local bank in Sweden. The thesis is divided
into three different parts, where the first part constitutes the development of the conceptual
framework. In the second part the framework is applied on the case bank, while the third part of
the thesis evaluates the strength of the framework based on the outcome of its application as
well as reception at the case bank. The data included in the case study is mainly obtained through literature reviews, interviews at the case bank and customer data from the case bank’s
ERP.
Conclusions
By applying the framework on the case bank a number of digitalisation initiatives were
generated. These initiatives together with the analysis backing them up were highly appreciated
by the case bank which serves as an argument for the strength and applicability of the
framework. However, since the framework only has been applied on one case bank its
applicability can not be generalised. The framework serves instead as an alpha version which
can be further developed and evaluated to confirm its general potential to generate targeted
digitalisation initiatives with the aim to increase customer profitability for local banks.},
  author       = {Ehn, Jonatan and Henriksson, Wilhelm},
  keyword      = {Digitalisation,customer profitability,profitability potential,retail bank,case study},
  language     = {swe},
  note         = {Student Paper},
  title        = {Hur kan lokala banker öka lönsamheten hos sina privatkunder genom digitalisering?},
  year         = {2017},
}