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PROSPECTS FOR THE DEVELOPMENT OF REMOTE BANK SERVICES IN
RUSSIAN BANKS
A.V. Gaisina, Graduate Student
Supervisor: A.B. Bass, Candidate of Economic Sciences, Associate Professor Financial University under the Government of the Russian Federation (Russia, Moscow)
DOI: 10.24411/2411 -0450-2020-10206
Abstract. The article considers the main types and the features of the modern remote banking services in Russian commercial banks. The problems of the remote banking system and the ways of solving of these problems are systematized. The main directions of the practical implementation of the remote banking customer service channels and the prospects for the development of the remote banking services are described. It is concluded that remote banking is the using of the most advanced technologies that enable the bank to receive the stable incomes and provide its customers with services on the most convenient and low-cost terms.
Keywords: remote banking, Internet-banking, mobile banking, interface, remote service channels.
In the conditions of fierce competition, most banks pay special attention to the need to increase the quality of the customer service while reducing their costs. It should be noted that an increase in business efficiency along with an increase in customer satisfaction with the quality of the services provided by the bank are factors in the success of the modern banking system.
In modern conditions, one of the urgent directions of development of the banking sector is the introduction and development of remote banking services. This was significantly influenced by a number of reasons.
Firstly, the provision of such services allows you to implement a completely new level of service for large corporate clients of the bank. Secondly, high-quality remote banking is a competitive advantage in the provision of services. Thirdly, with the rapid growth of the retail business, it is necessary to create effective mechanisms for interaction between customers and a credit institution.
As for the client, this format creates convenient service and reduction of time and financial costs at any stage of work with the bank when receiving information about banking products and services, filling out applications and questionnaires, receiving products and services of the bank.
For the bank, the rapid growth of its performance indicators, cost reduction and the
possibility of increasing the customer base without compromising the quality of service and services provided. The banking system, being in constant development, develops and implements new technological solutions. The main goal is to increase the availability of use of services for each client. The main technology that is being actively introduced and promoted is currently electronic banking. The remote banking service system makes it possible to manage and use various types of banking information more efficiently and with minimal time loss.
Remote banking services are understood to mean modern technologies that allow the client to conduct a variety of banking operations without the need for a personal visit to a credit institution. To perform such operations, various service channels are used. And it is these channels that make it possible to divide remote banking services into the following types:
1) PC-Banking is a type of remote banking service that operates using the client's personal computer, on which certain software is installed, through which the client interacts with the bank.
2) Internet banking is a type of remote banking service that allows you to carry out banking operations through the Internet. An important advantage of this type of remote maintenance is round-the-clock access to it
from any device that directly has access to the Internet.
3) SMS-banking is a type of remote banking service that provides access to bank accounts and a client's card through the client's mobile phone number connected to the bank. The receipt of information on cash flows on accounts and cards is carried out via real-time SMS-messages.
4) mobile banking is a type of remote banking service that provides for payment and information services of a bank by telephone or fax, using computer telephony. Previously, "Mobile Banking" was limited only to "SMS informing" customers about operations carried out with their bank accounts, and was based on the interaction of the mobile operator and the bank where the accounts were.
Then, modern banks increased the scope of Mobile Banking services, enabling customers to receive information on credits and withdrawals from their accounts, make transfers between their accounts, make various tax payments, etc. for a small fee online. Download a special application in the Java language on your mobile device and make payments.
5) ATM banking is a type of remote banking service carried out through terminals and ATMs. A distinctive feature of this type of system is the ability to conduct operations with both non-cash and cash funds of the client.
Corporate clients, which include all legal entities and individual entrepreneurs, interact with the bank using the following channels: PC-banking, mobile banking and Internetbanking. Also, customer service channels, such as terminals and ATMs, become available if the customer has a registered corporate card.
PC-banking. The using of this channel of remote banking services via the Internet, special software must be installed in parallel with both the client and the bank.
The system that connects the bank and the client, there are two types:
- "fat client" - certain software must be installed on a personal computer.
- "thin client" - access to the bank's resources is via any Internet browser.
The «fat client» system is standard. It provides access to such options as:
- work with payment orders, certified by electronic digital signature;
- communication with a credit institution;
- ordering and receiving bank statements and statements;
- drawing up, sending and receiving applications for cash withdrawals;
- compilation, sending and receipt for the purchase or sale of company assets;
- obtaining relevant information on the financial situation in the world market.
The main advantages of installing and using the PC-banking system are:
- absolutely all billing and settlement documents are created automatically, based on the approved templates;
- created documents are stored in a special archive;
- it is possible to control the acceptance and execution of a payment document by a bank;
- customer information is protected from unauthorized access by third parties;
- the database updates automatically.
The «thin client» system differs from the above in that the software is stored on a remote server, and not on a personal computer.
The Internet-banking system is the most popular communication channel between the bank and the client, as it has a set of additional useful options:
- operations between your accounts, replenishment and opening of deposits;
- applying for consumer loans;
- round-the-clock information assistance;
- execution of operations with funds in the account.
The SMS-banking system is less convenient and demanded in comparison with Internet banking due to the limited capabilities that are available to the client. Before corporate customers started connecting to the Internet, this channel was the most popular.
Corporate clients have recently gained access to services at terminals and ATMs. Such an opportunity to access such a channel of RB was introduced with the opening of special corporate bank cards. The advantages of this channel include:
- the possibility of cashless payments and payments;
- access to information about the finances of the organization;
- the ability to deposit and withdraw funds from the account of the organization.
Thus, remote banking services have recently been quite actively developing and improving in the banking services market in Russia, and the number of credit organizations providing this type of service is increasing.
Along with this, there are certain problems in the development of remote banking services. The most important problem of the remote banking system, the elimination of which is necessary for the credit organizations to devote significant resources to, is the insufficient development of remote banking in the retail banking sector in the face of constant competition from non-bank payment systems [1].
A significant obstacle in the development and implementation of Internet banking is the personnel problem. The effectiveness and efficiency of the search for a solution to any problem is interconnected with the qualifications of the employees who undertake it. The process of developing and maintaining remote banking systems is required as programmers who work not only in the field of Internet technologies, but also system administrators, web designers, web programmers, communication and computer protection specialists, marketers, economists and lawyers.
The problem of the formation of the staff for the remote banking service unit, if there are no specialists with the proper qualifications, must be solved by means of professional retraining. At the same time, retraining of attracted IT-specialists will be more effective than retraining of bank employees [2].
Another problem that stands in the way of developing remote banking services is the financial illiteracy of the population. Currently, most customers do not understand the peculiarity of banking, are not able to understand the services that they offer, and the use of remote banking services aggravates this situation.
To increase the attractiveness of a credit institution for their clients, it is necessary to
conduct free consultations and training seminars on the process of using the services of remote service channels, as well as provide clients with the help of software specialists to improve protection to prevent fraudsters from accessing their bank accounts.
This practice contributes to a significant reduction in theft of funds from customer accounts, and, as a result, a significant reduction in the appearance of media reports of bank thefts in the media, which increases the trust of customers and users of competitors' remote services.
One of the pressing problems of remote banking services in Russia is the issue regarding the security of remote banking systems -this is user authentication in the system. It is important to note that today there is no single way to ensure the reliability of the bank's computerized activities, the criteria of which are: reliability and stability of the methodology for identifying, assessing and analyzing risks [3].
In modern conditions, most credit organizations still do not pay enough attention to issues of bank risk management that are directly related to their activities, including types of remote banking services.
Currently, the most common security technologies in payment systems are:
- data encryption using SSL-protocol;
- use of a virtual keyboard in a remote banking system;
- the use of an electronic digital signature that verifies the identity of the owner of the bank account;
- the use of a one-time password system to confirm the financial transaction.
At this moment, the most common is the use of USB-tokens (a device that is used to simplify the authorization process), as well as two-factor authentication or smart-cards. In such devices, the penetration of computer viruses is almost impossible, since they are stored separately from a laptop computer. When performing operations, the device is connected to a computer, and accordingly the necessary authorization code is generated in it for access to the bank account. In such devices, secure storage of both access keys and documents is implemented at the hardware
level. But even this method cannot guarantee loss protection.
Banks are encouraged to implement a multi-factor authentication system that uses not only smart cards, but also one-time SMS-passwords. The effective use of remote banking services cannot be realized without a clear and economic elaboration of projects for the implementation and promotion of Internet services. It is important to correctly understand the role and place of Internet banking for an individual bank.
Among the priority areas for the development of the banking business should include a strategy for the development of remote service channels. This is important, because the quality of Internet-banking is one of the priority services, which will be decisive when a client chooses a bank. Therefore,if the func-
In the modern system of remote banking services, the following trends can be distinguished:
- a significant number of existing systems do not cover the entire list of bank services, while some systems have only an information level that does not allow customers to conduct any operations;
- remote channel systems are poorly integrated: there are examples of the fact that the Internet banking and Internet trading systems do not have a connection with each other;
- many banks do not put in place remote banking systems for both individuals and legal entities.
The above problems are specifics of the Russian Federation. But basically, the development trends of the remote banking system in Russia are similar to the global ones.
One of the main problems in the practical implementation of remote service channels is information security. Remote banking allows
tionality of the remote service system will be increased, the such system will be set in demand by the bank's customers.
The limitation of the functionality of remote service channels reduces the attractiveness parameter of such systems due to the fact that in order to receive certain services you need to visit a bank branch. On this basis, banks are trying to make their remote banking services system competitive and give them an almost complete range of banking services.
Currently, banks need to respond in time to the provisions adopted by the Bank of Russia, and to facilitate it in their development in order to ensure successful development and increase the effectiveness of the remote service system. The following table 1 presents the main problems of the remote banking system and ways to solve them.
you to create new opportunities for customers to work with financial instruments:
- timely management of accounts thanks to bank cards, allows you to develop new financial schemes and improve management efficiency.
Due to this, there is a simplification of settlements of customers of the remote banking system with any online stores on the Internet, and integration of the remote service system with online trading systems, as well as integration of banks into the global banking system;
- real-time depositary operations are being developed in integration with many other remote banking service units;
- the ability to work with securities both on the exchange and over-the-counter markets. This is not about a separate system of Internet trading, but about a single system of remote banking services, which integrated the corresponding unit of work on the bill market
Table 1. Problems of the remote banking system and methods for solving these problems.
Problem Method for solving
Competition by non-bank payment systems Increasing of investment and developing of remote banking system
Lack of qualified staff Improving staff skills - retraining
Financial illiteracy Free payment consultations and training seminars on the using of remote service channels
Remote Banking Security Implementing a multi-factor authentication system that uses one-time passwords
with enterprises, trading floors that operate in real time;
- carried out the attraction of additional free cash and lending to customers;
A significant impact on such system should be given to a simple, accessible and attractive interface, ensuring the principle of "naturalness" of all banking operations.
The development of the remote banking services in Russian commercial banks is determined by the following trends:
- demographic changes, including an increase in the number of young users, increased mobility of the population;
- increasing the role of the government in the regulation of the financial sector, the organization of systems of social guarantees of finance;
- increased risks associated with increased theft of funds, which was an impetus for the development and improvement of the practice of electronic payments and the development of a risk management system for financial service providers;
- the availability of the Internet thanks to mobile devices will reduce the cost of financial transactions and offer new users financial services.
Risks of the remote banking service system are the risks that arise when a bank implements operations using remote service channels. Due to the fact that the value of the remote banking system is constantly growing, therefore, new different types of risks arise -such risks are defined as "key risks that are associated with the electronic operations of the bank", namely this:
- risks associated with ensuring the security system, maintaining confidentiality of bank data;
- risks associated with the system of authorization, authentication and confirmation of the authenticity and rights of users;
- risks associated with a business strategy and business operations;
- risks associated with the planning of business continuity;
- risks associated with legal issues and the admissibility of the bank's operations;
- risks associated with computer crimes and illegal money laundering.
All problems of the reliability of banks, which give rise to the sources of these elements, are divided into the following two lists:
- customer and bank data that are transmitted, processed and stored in information channels are subject to theft, alteration and destruction;
- operations that are performed using this data are subject to imitation, distortion and blocking.
The main factors of the system level that increase the level of certain risks of the bank when using technologies of the remote banking system include the following:
- the "virtual" nature of the remote banking system;
- high speed of operations in the online system;
- the global nature of the interaction of the gateway operating system;
- activities of suppliers and providers in the implementation of the remote banking system;
- the possibility of using systems of remote service channels for illegal activities.
The goals of risk management of remote banking systems:
- the reliability of the remote banking system, which meets the requirements of the bank's customers characterizing the availability, functionality and security of operations;
- ensuring compliance of the remote banking system with the legislative requirements of the Russian Federation;
- providing remote banking systems with information security, including the protection of information banking resources from possible unauthorized access using modern Internet technologies;
- ensuring proper monitoring of banking operations carried out by customers
using systems of remote service channels, as part of control within the bank.
In the process of organizing the risk management of remote service channels and the adoption of internal documentation by banks, many factors must be taken into account:
- fast growth of innovative issues in the technology of the system of remote service channels;
- the growing interdependence of a commercial bank on information technology and on the construction of an effective automated system within the bank;
- integration of modern Internet technologies into existing automated systems of the bank;
- a high degree of risk in the implementation of banking operations using remote banking systems due to the possibility of combating the laundering of proceeds from crime and the financing of terrorism;
- the obligation to improve the processes for managing the activities of the bank and internal control using remote service channels;
- the obligation to improve the qualifications of bank employees and improve risk management in the implementation of remote banking services.
The system for managing risks arising from the implementation of remote banking services provides for:
- a description of the possible both internal and external risk factors for remote banking services;
- development and implementation of various methods for assessing and minimizing risks arising from the implementation of the remote banking system;
- organization of a process for managing remote banking services risks and monitoring factors for the occurrence of remote banking services risks;
- appointment of responsible persons for monitoring the implementation of risk management processes on risk management of remote banking services, as well as their monitoring.
In the practice of Russian commercial banks, a number of proposals should be implemented to improve the remote banking system, which will significantly increase the client base and improve the quality and safety of banking services.
Such suggestions for improving of the remote banking services include the following:
- use multi-channel service strategies;
- increase the available types of services to create conditions for the most comprehensive customer service of the bank;
- improve the quality and security of the remote banking system;
- use cloud technology;
- expand the scope of cooperation of budget organizations with the bank.
A multi-channel service strategy is the creation of such system that will offer the client a strategy or service standard when contacting the bank on any issue, which involves creating a system in the bank that allows providing the same interface and a set of opportunities when working with all channels for receiving services. It will create additional conveniences for the client and ensure ease of use of the system, encourage the client to use a large number of remote channels and services, give the client confidence in the right choice and speed up the service. But even Sberbank has not yet fully modernized its Sberbank Online mobile application.
One of the urgent directions of the banking sector development, as already noted, is the development of remote banking services. This is due to a number of reasons:
1) The provision of such services allows commercial banks to create a service at a whole new level for large corporate clients;
2) High-quality remote banking services are often one of the main competitive advantages in the provision of services;
3) The rapid growth of the retail sector requires the creation of mechanisms for affordable and effective interaction between customers and banks.
As for the client, such a service allows you to get the maximum convenience from the service and minimize the costs associated with finances and over time at all stages of its interaction with the bank in the process of receiving all kinds of information about products and services, filling out certain application forms and forms, purchasing bank products and services. For a commercial bank, such customer service leads not only to an increase in its performance indicators, lower costs, but also to an increase in its customer base without compromising the quality of customer service.
Sberbank develops and improves for its customers all kinds of service channels for the provision of services. These include - remote service channels (Sberbank Online Internet
Bank, Sberbank Online mobile application, SMS - Mobile Bank service), self-service devices (ATMs, information payment terminals), customer service points (service offices, direct sales). In 2016, there was a reduction in the network of self-service devices in accordance with the Bank's Strategy due to the transfer of payments to remote service channels - Sberbank Online Internet Bank, Sberbank Online mobile application, SMSMobile Bank service.
Consider the main remote banking services of Sberbank.
Sberbank Online mobile application is a tool for managing bank services. It can be downloaded for free to your phone, which supports any of the operating networks, such as Android, iOS (iPhone), Windows Phone. By downloading the mobile application on their device, customers have the following options:
- Pay for utilities, mobile communications, Internet and TV, taxes, fines, duties, budget payments and education, just by scanning the QR code from the receipt;
- Transfer funds to customers of Sberbank, Tinkoff Bank, Sovcombank by phone number associated with a bank card;
- Early repay loans (both partial repayment and full repayment) without a personal visit to the department.
- Make international transfers:
- Make a transfer to any person (such a transfer can be obtained in cash at an ATM, only passport data and a secret code will be required, which will be sent to SMS).
- Check the balance on bank cards (including credit cards) and accounts;
- Open and replenish deposits and accounts;
- To issue consumer loans, car loans, mortgages (automatic redirection to a mortgage loan through the DomClick application);
- Request a credit history report and find out your personal rating, as well as find out your credit potential (what size of loan a bank can approve);
- Track the history of payments and transfers made earlier;
- View the analysis of expenses and credits for the current period, as well as plan your expenses for the future;
- Order a debit card of your choice to any bank branch;
- Block the card if necessary, as well as reissue it to any bank branch;
- Set or change the PIN - code on a bank card and configure the display or hide of the card in ATMs and terminals, a mobile application or Internet bank;
- Activate a bank card in the application and make payments and transfers from it before receiving it at a bank branch;
- seek help and advice on important issues in a chat with the bank.
About 50 million active users use the Sberbank Online mobile application. According to UsabilityLab, in 2018 it was recognized as the "Most Convenient Mobile Application" and and according to Global Finance's "Most Innovative Application" [4]. SMSservice "Mobile Bank" makes it possible to receive information about cash flows on your accounts and manage them through messages on your mobile device. To exercise control over finances, the availability of the most ordinary telephone is sufficient.
By connecting this service to their accounts, customers have the following options:
- Push - notifications or SMS about payments and transfers made;
- Notifications of entry to the personal account of Sberbank Online for security and peace of mind;
- Personal offers from the bank on favorable terms.
SMS-service is a paid service, the cost of a service package depends on its functionality. There is a mobile bank with transaction notifications and without transaction notifications. With notifications of operations, a mobile bank costs 60 rubles per month with ordinary standard bank cards, and 30 rubles per month with social and pension cards, and credit and Gold and Platinum cards are provided free of charge. A mobile bank without notifications is provided absolutely free of charge, without notifying the client of the committed write-offs and credits of funds, sending only SMS-passwords to enter your Sberbank Online account.
SMS-service "Mobile Bank" is used by more than 76 million customers. Every day, users of the service make about 4 million
payments and transfers. According to Global Finance for 2017 and 2018 in Central and Eastern Europe, it was recognized as the "Best Mobile Bank" [4].
Sberbank Online Internet Banking contains all banking operations in a free personal account. The users of this service make more than 3 million payments and transfers daily. It is used by about 14.5 million active users. According to Global Finance, it was recognized as the "Best Digital Internet Bank" for 2017 [4]. Having started using the Internet bank for their own, the clients have the following opportunities:
- Check the balance on bank cards (including credit cards) and accounts;
- Open deposits and accounts, while the interest rate on them will be higher than if you open the same deposit in bank branches and replenish deposits;
- To issue consumer loans, car loans, credit cards, as well as refinance loans;
- Request a credit history report and find out your personal rating, as well as find out your credit potential (what size of loan a bank can approve);
- Track the history of payments and transfers that were made earlier;
- It is cheaper to purchase insurance policies than when acquiring the same policy at a bank branch;
- View expenses generated by purchase categories;
- Open the target and save for its implementation;
- Instantly transfer money not only between your accounts, but also to other recipients by card or mobile phone number;
- Set up standard templates for subsequent payments and transfers;
- Make cashless payments to more than 200,000 suppliers of goods and services in one place, while the commission is lower than when paying the same payments at bank branches;
- Register on the Gosuslug portal.
Self-service devices and information and
payment terminals allow customers to have round-the-clock access to banking operations not only using plastic cards, but also cash. When using such devices, customers have the following options:
- Have access at any time to deposit and withdraw cash from bank cards and accounts;
- Make a variety of payments both in cash and with a credit card;
- Make a request for the balance of the plastic card on the screen of the device or print it on the receipt;
- Connect and disconnect additional banking services (the program "Thank you from Sberbank", auto payment and auto transfer);
- Pay for services and goods by QR code and barcode;
- Open deposits and bank accounts without waiting in line for specialists in the department;
- Change PIN-code from a bank card to a more convenient one, as well as get a new username and password to access the Sberbank Online online bank;
- Make regular payments on loans taken from third-party banks;
- Have access to the entire history of payments made both in the personal account of Sberbank Online and in other places;
- View personal offers and favorable conditions from the bank.
After analyzing all of the above features of services, you can conduct a comparative description of them in table 2.
Table 2. Comparative characteristics of remote services of Sberbank as of the end of 2019
Comparative feature Sberbank Online Mobile Application Internet Bank Sberbank Online SMS - Bank Mobile Bank Self-service devices and IPT
Obtaining up-to-date information on incoming and outgoing operations in a bank account Possibly Possibly Possibly Possibly
Receiving a statement of cash flows Possibly Possibly Possibly Possibly
Automatic payment connection Possibly Possibly Impossibly Possibly
Transferring money between your accounts and other recipients Possibly Possibly Possibly Possibly
Making payments in favor of individuals and legal entities to another bank Possibly Possibly Impossibly Possibly
Payment of loans in third-party banks Possibly Possibly Impossibly Possibly
Card blocking Possibly Possibly Possibly Impossibly
Order reissue of a card to any bank branch Possibly Possibly Impossibly Impossibly
Applying for a consumer loan and ordering a credit history Possibly Possibly Impossibly Impossibly
Conducting currency transactions Possibly Possibly Impossibly Impossibly
The table shows how similar and how services differ among themselves in the terms of the functionality. From this table we can conclude that the mobile application, the Internet bank and self-service devices are much wider in their functional capabilities, and the mobile bank makes it possible to receive timely information about the credits and debits of funds from bank accounts to a mobile
phone, which is very important in matters information security at present time.
After analyzing the dynamics of the number of self-service devices of Sberbank (table 3), one can notice the fact that he created the largest network of self-service devices in the world with the ability to service cards that support contactless technology, at the end of 2018 there are 78 thousand self-service devices [4].
Table 3. Dynamics of the number of self-service devices of Sberbank for 2016-2018, thousand units
№ Name of indicator Years Absolute change, +/-
2016 2017 2018 2017/2016 2018/2017
1. Number of self-service devices 80,3 76,3 78,0 - 4 1,7
2. Including self-service devices with cash recirculation function 0,5 2,8 12,6 2,3 9,8
The number of self-service devices is reduced due to the development of remote banking systems. The network is also continuing to upgrade thanks to new self-service devices with a cash recycling function, which accept 200 bills in one operation and at the end of 2018 there are 12.6 thousand selfservice devices.
The introduction of such self-service devices with cash recycling contributes to the continuous availability of banknotes at an ATM, which in turn increases the time available for the device to the client and reduces collection costs. Devices that operate in a closed cash flow mode can accept money packs of up to 200 bills inclusive. The opera-
tion time with such a pack is no more than 40 seconds. Also, the development of a network of self-service devices with recirculation contributes to making deposit transactions faster and more convenient for customers, and optimizing the costs of maintaining a network of devices.
At the same time, Sberbank is improving the system of remote banking services. Each self-service device has improved software that allows a single space for customers in banking operations. On it, each client can view operations performed in his personal account, print a payment receipt on them, make a repeated payment according to the saved template, open deposits and accounts, and also view profitable offers from the bank.
Based on the 2020 Strategy, the key areas of self-service network development are improving the quality of service and developing modern technologies [4]. Every year, Sberbank is getting closer to achieving its goal. So for customers with visual impairments, they adapted colors, contrast and fonts on self-service devices, and contactless service (NFC) technologies were also introduced. Another important achievement was the introduction of a biometric system to per-
form many operations in your account faster and safer.
Remote access service channels such as Sberbank Online Internet Bank, Sberbank Online mobile application and SMS Mobile Bank service also allow expanding customer access to bank services. In Sberbank every year there is an increase in the number of active users of remote service channels. Consider them in more detail using table 4. According to the data obtained, it can be concluded that PJSC Sberbank is actively developing a system of remote banking customer service. During the analyzed period, the number of active clients who prefer remote service channels increased.
In 2018, compared with 2017, the growth was 9.9%. The main influence on the increase in the number of active users of remote service channels was made by the growth in the number of users of the Sberbank Online mobile application. It is also important to note the fact that the same active client can use all the channels of remote servicing simultaneously: Internet banking and Sberbank Online mobile application, SMS - Mobile Bank service.
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Table 4. The number of active users of various remote channels of Sberbank in 2016-2018, lion [4]
№ Name of indicator Analyzed year Rate of increase, %
2016 2017 2018 2017/ 2016 2018/ 2017
1. Active users of the Sberbank Online mobile application 20,6 32,6 41,8 58,3 28,2
2. Active users of Sberbank Online Internet Banking 25,1 26,4 23,2 5,2 -12,1
3. Active users of SMS - service "Mobile Bank" 27,1 29,4 30,0 8,5 2,0
4. Total active users of remote service channels 47,1 56,8 62,4 20,6 9,9
The proportion of active customers who prefer the Sberbank Online mobile application is the largest; in 2018, it amounted to 44%. From 2016 to 2018 there is an increase in this indicator - it increased by 2 times. The number of active customers who prefer Sberbank Online Internet Banking in 2018 amounted to 23.2 million people, which is 12.1% less compared to the previous year. The proportion of such customers in the overall structure was 24, 42%. The number of customers who prefer SMS-service "Mobile Bank" in 2017 increased by 8.5% compared
to 2016, and in 2018 by 2% compared to 2017. In 2018, the share of such customers in the total structure of active users amounted to 31.58%.
The positive dynamics of increasing the number of users of remote service channels is certainly associated with the creation and improvement of Sberbank PJSC its products and services. Every year, new services and features are introduced into the functionality of the Sberbank Online personal account:
- In the Sberbank Online mobile application, it became possible to read channels in
Dialogs, which in an understandable language tells about investments, real estate finances and technologies;
- Manage your cards, namely if you need to block, change the PIN - code without early reissue of a bank card or order a completely new card;
- Seek help and advice on any emerging issues in a chat with the bank;
- Receive notifications from the bank in a new convenient format - Push - notifications. Their plus is that they can be deleted and filtered, and they will not be erased from the device, even if the phone is replaced;
- Conduct foreign exchange operations at a favorable rate;
- The limit on payments and transfers between customers of Sberbank PJSC increased from 500 thousand rubles. per day up to 1000 thousand rubles. per day without additional confirmation at the contact center. Internet banking now has access to manage this limit;
- Link a bank card in the Sberbank Online mobile application to Apple Pay, Google Pay, Samsung Pay or Garmin Pay and pay for purchases with a smartphone;
- Activate the card in the Sberbank Online mobile application and use it until you receive the plastic card itself;
- Pay by scanning a QR code or barcode without searching for an organization in the general list of suppliers.
From all of the above, we can conclude that with each year, remote banking services become popular, as a result of which the bank improves this area of its activity, expands the range of banking products and services, making them more accessible for the mass segment. Sberbank created a centralized system for storing personal information, this can serve the implementation of yet another area of activity for the provision of remote banking services, and will increase new types of services and will increase new types of services to create the most comprehensive customer service [5].
A centralized system for storing personal data allows the bank to provide the client with the opportunity to work with all of his bank accounts and lays the foundation for increasing available banking services in the future.
One of the main goals of this area is to create the most comprehensive remote service for the client.
Other actions to expand the range of distance services are:
- modification of existing information systems and services of the bank to ensure greater accessibility to it through electronic channels,
- to provide new banking services that differ from existing ones. Their development and implementation is necessary due to increased competition both between banks and non-banking financial organizations, to improve information technology, due to the emergence of new technological capabilities.
- develop auxiliary remote service channels (consultations on the use of remote service channels, support services and assistance in case of problems that work using modern methods of communications: chats, forums and calls via email and phone).
The main criteria determining the quality of remote banking services include the following:
- the availability of banking services;
- convenient interface and appearance of self-service devices and information terminals;
- high level of training of escort staff;
- reliable service;
- low level of existing risks.
In order to ensure a high level of security of the information systems, the bank creates internal audit services of information technologies that identify all kinds of risks according to ISO, BSI standards and develop proposals for their elimination and monitor the implementation of these proposals in full volume and in time.
The development of the remote banking services is the most promising direction in the development of the banking activity at a present time. Banks constantly improve their activities in this area, since the remote banking is the using of the most advanced technologies that enable the bank to receive the stable income and provide our customers with services on the most convenient and the low-cost conditions.
References
1. Modern banking products and services, ed. O.I. Lavrushina. - M.: Knoruss, 2020. - P. 380.
2. Ivashina A.I. Prospects for the development of Internet banking in Russia // New science and integration processes in the modern knowledge system. - 2019. - P. 79-82.
3. Egorov P.V. Remote banking customer service // Financial and banking management: experience and problems. Abstracts of reports and speeches of the XX International Scientific Conference of Young Scientists. Under the general editorship of P.V. Egorova. - 2018. - P. 255-258.
4. Sberbank: official site. - [Electronic resource]. - Access mode: http://www.sberbank.ru.
5. Sedykh N.V., Markaryants P.S. Remote banking in Russia: current trends and development problems / N.V. Sedykh, P.S. Markaryants // Financial economics. - 2018. - № 7. - P. 967-970.
ПЕРСПЕКТИВЫ РАЗВИТИЯ ДИСТАНЦИОННОГО БАНКОВСКОГО ОБСЛУЖИВАНИЯ В РОССИЙСКИХ БАНКАХ
А.В. Гайсина, студент
Научный руководитель А.Б. Басс, канд. экон. наук, доцент Финансовый университет при Правительстве РФ (Россия, г. Москва)
Аннотация. В статье рассмотрены основные виды и особенности соременного дистанционного банковского обслуживания в российских коммерческих банках. Систематизированы проблемы системы дистанционного банковского обслуживания и способы решения этих проблем. Охарактеризованы основные направления практического внедрения удаленных каналов обслуживания клиентов банков и перспективы развития дистанционного банковского обслуживания. Делается вывод, что дистанционное банковское обслуживание - это применение самых передовых технологий, дающих банку возможность получать стабильные доходы и предоставлять своим клиентам обслуживание на наиболее удобных и низкозатратных условиях.
Ключевые слова: дистанционное банковское обслуживание, интернет-банкинг, мобильный банкинг, интерфейс, удаленные каналы обслуживания.
