ITECH 1100 Analyzing Smartphone Disruption in the Banking Industry

This report examines the disruptive impact of smartphone technology on the banking industry. It explores how mobile devices and mobile banking have revolutionized financial transactions, shifting from traditional banking models to electronic modes. The report discusses the benefits of mobile technology, such as increased accessibility, flexibility, and collaborative approaches, while also addressing regulatory and ethical considerations. It further analyzes the process of training and development for customers, comparing the 'AS-IS' model with the 'TO-BE' model of implementing smartphone technology. The transcript of a presentation highlights the key points, including the convenience, accuracy, and real-time information access provided by smartphones in the banking sector. The report concludes by emphasizing the importance of understanding customer needs and leveraging technology to strengthen customer relationships, acknowledging that Desklib provides resources for students to further explore these topics.

Running head: ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Name of the Student
Name of the University
Author Note:

1ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Table of Contents
Part One – Research.............................................................................................................2
Part Two- Brainstorming.....................................................................................................3
Part Three- Regulation and Ethics.......................................................................................3
Part Four- Disruption...........................................................................................................4
Transcript.............................................................................................................................8
References..........................................................................................................................10

2ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Part One – Research
Mobile Devices is also known to be cell phone which is a medium of communication in
the whole channel of wireless delivery. Mobile can be referred to as the application that is
mainly designed for easy moving from one given location to another (Susanto, Chang & Ha,
2016). Mobile banking is also known as m-banking which is a method of carrying out transaction
by the help of smartphones. It can be stated as the execution of different kind of financial
services which is in line with the electronic procedure. In general, the customer makes use of
electronic procedure for which the customers make the given techniques for conjunction of
devices. There are large number of technologies that make use of smartphones for interaction by
making use of SMS, IVR and WAP.
The whole domain of banking aims to play a key role in both prominent and active kind
of role for economic life by making use of technology. The whole domain of information
technology focus on banking industry aims to improve the overall performance and quality of the
provided services (Mungai & Bayat, 2018). Banking Industry is mainly driven by various
technology innovation which will make the whole market uncertain and competitive in nature. In
the last few years, there has been rapid shift from traditional model of banking to electronic
mode of banking. There are large number of completive banks which focus on investment so that
the new technologies can be easily adopted. It is mainly done so that it can be aligned with
overall strategies of the business strategies. It will merely help in overall functional improvement
along with providing the best kind of customer based services.
The e-banking mode aims to provide various kind of services by making use of different
kind of channels. The most suitable channel is the internet technology (Khan & Ejike, 2017). It

3ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
comes with unique kind of disruptive feature that is mainly needed by various communication
channel.
Part Two- Brainstorming
All the possible impact of smartphone in the industry has been described below like
 The biggest plus point for the use of mobile technology is all about the ability by which
trade will go on. Account holder of bank can easily keep a track of account irrespective
of their location (Tam & Oliveira, 2016). The whole of the financial market is at the
fingertips of the user that has made the whole venture very much accessible.
 The overall flexibility that is being offered by smartphone technology has bring huge
number benefits to the customers (Ismail & Alawamleh, 2017). With the increase in the
overall accuracy, the information of the traders need to work cannot be easily overlooked
anyhow. By the help of mobile technology user can easily put required charts and
information on their screen.
 In present scenario, a large number of banks have adopted an easy collaborative
approach that is needed by the mobile channels that focus on the present platform
(Puriwat & Tripopsakul, 2017). This particular step will them to mere focus on the
specification of product and its overall innovation. This particular step will ultimately
reduce the effort in the present scenario of markets.
Part Three- Regulation and Ethics
Market: There is a good platform where the smartphone technology will grow and bring
will huge number of benefits to the present customer of banks.

4ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Law: There are some security and privacy laws with respect to the use of e-banking
solution at customer end.
Architecture: The overall architecture of mobile banking solution is very much easy to
understand.
Norms: Without any kind of available policy for driving the whole technology, it will
ultimately result in violation of ethics which needs to be taken into account.
Part Four- Disruption
The overall process of both training and development of customers is completely based
on the collected feedback from the bank executives (Rieger Hefner & Vorderer, 2017). The
complete discussion is provided accordingly
Events: Gathering feedbacks, data analysis, developing reports, sharing of reports, data
filtration, conducting training and lastly implementing the whole procedure of training.
Activities: Gathering required feedbacks, analysis of collected data, report sharing,
filtering data, training and lastly implementation of the whole method of training.
Decision points: Filtering of data, coming of up with a session of training, making a
review of lesson learned.
Actors: Managers, Trainer, data analysts.
Outcomes: Overall requirement of customers that is completely understood by the bank
executives.
It is very much important to have an idea with respect to the overall need of customers.
This will help the banks in increasing their overall customer base. Banks aims to collect
feedbacks from their customer with respect to the service that is offered to them (Hammoud,
Bizri & El Baba, 2018). The process without the smartphone technology which is collection of

5ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
feedback and looking for themes. In the diagram given below, the whole of AS-IS model has
been described in details. There is a need of training which should be provided to customers
from the bank executives. A list of data is collected by the bank executives regarding the user
behaviour.
Fig 1: As- IS Model
(Source: Created by Author)

6ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Fig 2: To- Be Model
(Source: Created by Author)
Events: Collecting feedbacks, analysis of collected data, coming up with a reports,
sharing reports, filtering data, conducting training and lastly its implementation.
Activities: Collecting required feedbacks, analysis of the collected data, sharing of
reports, filtering and training and lastly implementation of training process.
Decision Points: Data filtering, making up with session for proper training, coming up
with proper review of lesson gained.
Actors: Bank executive, Data analysts and Trainers for the new and existing customer of
bank.

7ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Outcome: The complete need of the current customers that is completely taken by the
executives of the bank.
In, the above diagram, the To-Be Model of implementation of smartphone technology on
the banking sector has been provided. By the help of smartphone technology, various kind of
issues in the working process of banks can be easily eliminated or overcome. The very first step
is all about collecting feedback which is needed for analytics (Susanto, Chang & Ha, 2016).
Smartphone will help the customers to have much better services from bank end. New user is
needed to provide a training session so that they can have a much better idea with respect to
mobile banking technology. The training session will be held by the various executive at bank so
that they can have much idea with respect to mobile banking application.
Transcript
Good morning my friends. This is [ Name of the Student]
Today, I am going to give a presentation on the impact of smartphone technology on the
whole banking industry.
In the last few years, there has been huge amount of development in the whole domain of
mobile technology. The development has ultimately make revolution our live. User does need to
go bank for getting current updates on their account. Smartphone technology comes up with
huge number of benefits that is their ability to make trade on the go. The whole of banking
industry is on fingertip of user irrespective of their location that is train or home. By the help of
smartphone technology, this particular venture has become very accessible.
I have come across the benefit of mobile technology which is needed for providing
flexibility that is completely offered by mobile trading technologies. As a result of increase in the
overall accuracy of the given information the trader need to work on home and cannot be easily

8ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
overlooked. By the mobile technology, user can easily pull up the charts and on the screen.
Taking account of the given little services the experts can easily provide attribute which can
result in the trading in the previous years in the domain of mobile technology.
I have come across the overall benefits of mobile technology for sharing of information
and feedback that is received like an effortless factor. At present, the customers can easily
provide a view of their thoughts, idea and their overall grievance with the present business. It is
mainly due to the fact that the customers can easily act in violent nature of the whole mobile
ecosystem. Both banking and financial industry have encountered huge number of revolution as
a result of fast growth of mobile technology. Both the mode that is paperless and cashless
transaction is coming up with the plan to replace the use of cheque for cash. With the passage of
time, options like e-wallet or electronic exchange of money electronic by making use of mobile
device through the verification. Emerging kind of fintech organization by making use of
electronic mode of transaction. There are large number of increase level of flexibility which has
empower the whole customers. It is all about transfer of money or making huge amount of
invested that is completely achieved by the smartphone technology. With the overall growth of
the current, the overall adaptation of the services tends to remain at much low value.
In the present scenario, the current mobile based technology is known to be an extension
of the present kind of online offering that aims to work like a channel. Mobile channel comes up
with ability so that they can easily view all the required information in the real-time. Technology
in the domain of finance comes up with huge number of benefits like delivery of target
advertisement which is achieved by the help of push notification. This particular step has
ultimately strengthened the customer relationship.
So, finally we have reached the conclusion of the presentation.

9ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Thank You for your time and I hope you all liked the video.

10ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
References
Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The Impact of E-Banking Service Quality on
Customer Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open, 8(3),
2158244018790633.
Ismail, L. B., & Alawamleh, M. (2017). The Impact of Online Banking of Customer Satisfaction
in Jordan. JOURNAL OF ORGANISATIONAL STUDIES AND INNOVATION, 4(2), 1-13.
Khan, H. U., & Ejike, A. C. (2017). An assessment of the impact of mobile banking on
traditional banking in Nigeria. International Journal of Business Excellence, 11(4), 446-
463.
Mungai, K., & Bayat, A. (2018, November). The Impact of Big Data on the South African
Banking Industry. In ICICKM 2018 15th International Conference on Intellectual
Capital Knowledge Management & Organisational Learning (p. 225). Academic
Conferences and publishing limited.
Puriwat, W., & Tripopsakul, S. (2017). The impact of e-service quality on customer satisfaction
and loyalty in mobile banking usage: case study of Thailand. Polish Journal of
Management Studies, 15.
Rieger, D., Hefner, D., & Vorderer, P. (2017). Mobile recovery? The impact of smartphone use
on recovery experiences in waiting situations. Mobile Media & Communication, 5(2),
161-177.
Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the
smartphone banking services: an extension to the expectation-confirmation
model. Industrial Management & Data Systems, 116(3), 508-525.

11ITECH 1100 UNDERSTANDING THE DIGITAL REVOLUTION
Tam, C., & Oliveira, T. (2016). Performance impact of mobile banking: using the task-
technology fit (TTF) approach. International Journal of Bank Marketing, 34(4), 434-457.