Framtiden är här – Nätbanker : En undersökning om bankernas utveckling mot elektronisk verksamhet och problem som det kan skapa
Laaksonen, Mikael (2013)
Laaksonen, Mikael
Arcada - Nylands svenska yrkeshögskola
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013121821835
https://urn.fi/URN:NBN:fi:amk-2013121821835
Tiivistelmä
Bankerna har utvecklats mer och mer mot elektroniska tjänster. Med hjälp av nätbanker har man kunnat stänga ner en del fysiska kontor och behöver inte ha samma mängd fysiska pengar på kontoren. Denna tjänst verkar bra och smidig, men vad tycker kunderna om dem? Arbetet undersöker vad den yngre generationen (18-30 åringar) och äldre generationen (65+ år) tycker om dessa tjänster och om de stött på problem då de använt sig av dessa. Arbetet gjordes med en enkätundersökning till den yngre gruppen samt personintervjuer för den äldre. På enkätundersökningen svarade 44 personer. Majoriteten av dessa var mellan 18-30 år, men det kom 4st svar från personer över 30 år. Dessa lämnades bort ur analysen. På intervjuerna svarade 17 personer. Åldern varierade från 65 till 91 år. Svaren från enkätundersöknigen stöder det antagandet som arbetet hade, att yngre generationen inte har problem med användandet av nätbanker. Personintervjuerna visade att åldringarna inte hade problem med själva användandet av nätbanker. Deras problem var att det inte fanns intresse för att använda datorer eller nätbank. Ett av arbetets syften, att hitta på förbättringar lyckades inte, eftersom majoriteten inte hade något intresse överhuvudtaget att använda sig av en dator eller nätbank och därmed hade inga förslag till förbättringar. Banks have developed more and more towards electronic services. With the help of
online banking banks have been able to shut down some physical offices and do not need to have the same amount of physical money in the offices. These services seem fine and smooth, but what do customers think about them? The study examines what the younger generation (18-30 year olds) and the older generation (65+) think about these services and if they have encountered problems while using them. The study was done with a questionnaire to the younger group, and interviews for the elderly. 44 people answered the questionnaire. The majority of these people were between the ages 18 and 30, but 4 of the answers came from people older than 30. These answers were excluded from the analysis. 17 people answered the interviews. The ages varied from 65 to 91 years old. The responses from the survey supports the assumption that study had, that the younger generation do not have a problem with the use of online banking. Personal interviews showed that the elderly did not have problems with the use of online banking. Their problem was that there was no interest in using computers or online banking. One of the purposes of the study, to find improvements to online banking, did not succeed because the majority had no interest at all using computers nor online banking and had no suggestions for improvement.
online banking banks have been able to shut down some physical offices and do not need to have the same amount of physical money in the offices. These services seem fine and smooth, but what do customers think about them? The study examines what the younger generation (18-30 year olds) and the older generation (65+) think about these services and if they have encountered problems while using them. The study was done with a questionnaire to the younger group, and interviews for the elderly. 44 people answered the questionnaire. The majority of these people were between the ages 18 and 30, but 4 of the answers came from people older than 30. These answers were excluded from the analysis. 17 people answered the interviews. The ages varied from 65 to 91 years old. The responses from the survey supports the assumption that study had, that the younger generation do not have a problem with the use of online banking. Personal interviews showed that the elderly did not have problems with the use of online banking. Their problem was that there was no interest in using computers or online banking. One of the purposes of the study, to find improvements to online banking, did not succeed because the majority had no interest at all using computers nor online banking and had no suggestions for improvement.