Simon Report on Online Retail Banking : A Survey of Strategy, Technology, and Management Issues

This paper surveys the changing dynamics, banking technology, and management challenges in the nascent online banking industry. The paper presents four models of online banking that are being used in the industry. The paper also examines the critical role of aligning internal processes, back-office systems, and the retail interface in the delivery of the next generation of financial services. A central theme of the paper is the need to look at online banking as a set of service processes that should be built for performance rather than a discrete bundle of products