| dc.description.abstract | As the financial environment rapidly changes, more convenient digital banking is changing consumer behavior. The overbanking problem in Taiwan and increasingly intense competition among different industries have caused some banks to shut down physical branches and instead develop specialized branches, due to the high cost of establishing physical branch offices.
This study mainly explores the rapid development of financial technology in domestic banks and how financial technology redefines how financial institutions deliver services. This study refers to the Bank 3.0 and Bank 4.0 arguments proposed by Brett King (2013, 2018) to analyze how the banking industry responds to the advances in financial technology. This study uses the case study method in qualitative research and in-depth interviews with relevant user to illustrate how transformation and digital strategy by case study of E Bank. Furthermore, it also discusses the E Bank’s scientific management. This study aims to provide bankers in Taiwan with foresight and knowledge to respond appropriately to this current trend.
This study summarizes that there exists a new trend of intense competition in the financial industry, branch transformation, and digital development of the bank, that the customer experience is of integrating online to offline channels is maximized through marketing strategies from product-oriented to customer-oriented, and that there has been a change in bank employee thinking in the light of this new technology. The research suggests that banks should continuously strengthen compliance and risk management, pay attention to customer satisfaction during the process of transformation, promote a corporate social responsibility system, and create powerful brand value.
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