e -Banking during the Covid-19 Pandemic: Between the Need and the Ability of Banks and Customers

EasyChair Preprint 5778, version 3

Abstract

The COVID-19 global pandemic has disrupted ways in which businesses and individuals communicate and function in the European Union (EU). Mobility restrictions and lockdowns produced new challenges for companies in all industries, including the banking sector. Suddenly accessing a bank from a distance has become a problem as not all customers are used to digital banking. Retail banks had to build suitable digital paths for customers in order to expand the range of self-service options available online, while not risking their operational resilience. Although technology can make it easier to reach customers, there are still obstacles to empower them to use digital tools in their interaction with banks. In addition, banks had to ensure strong security controls and also had to prepare for new customer authenticaton requirements stipulated by the revised EU directive on payment services entering into force in January 2021. This research looks at the context, practice and lessons learned from the banks-service-to-customers’ point of view during the COVID-19 pandemic. The research finds that many people in the EU don’t have internet access nor digital skills to be able to do online banking. More has to be done to prepare customers to use new innovative technologies when dealing with their banks.

Keyphrases: COVID-19, Internet, Pandemic, customers, digital skills, online banking

@booklet{EasyChair:5778,
  author    = {Vesna Lukovic},
  title     = {e -Banking during the Covid-19 Pandemic: Between the Need and the Ability of Banks and Customers},
  howpublished = {EasyChair Preprint 5778},
  year      = {EasyChair, 2023}}