A quoi ressemblera la banque de demain? Se dirige-t-on vers une banque de plus en plus électronique? Quelles sont les attentes des clients ?

Abstract

For many years the banking sector deals with a lot of evolutions to which it must adapt. Not only to satisfy the needs of its customers but also in order to face the competition. Since the early 2000s, the arrival of internet boosted the changes and the technological evolutions are always increasing. These evolutions had major consequences on the trade generally and the banking sector did not escape it. A lot of agencies closed, the number of employees in this sector is decreasing as well as the number of operations performed in bank agencies. Added to it a dissatisfaction and the worry on the part of some clients as a result of the crisis of 2008, it was a golden opportunity for numerous start-ups, called "fintechs" to enter the market. The purpose of this thesis will be to be interested in the future of traditional banks. We divided the work into two parts: one theoretical analysis and one statistical analysis. The first one has two chapters concerning the evolution of e-Banking and mobile banking and in their situation in Belgium. The next chapter is dedicated to the bank BBVA which implemented enormous on ways to meet the challenge of the digitalization. Finally, the fourth chapter is a literature review which is approaching various subjects allowing us to define hypothesis our research question. The statistical analysis is dedicated to analyze the answers we collect from our survey. Thanks to this analysis we will accept or reject the hypothesis we defined.